| 09/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Im getting notices from Mortgage Servicer Shellpoint Mortgage Servicing ( Shellpoint ) and XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX ( XXXX ) threatening me with foreclosure. Shellpoint and XXXX falsely represented to Borrower that their ( Shellpoints ) attorney was meaningfully involved in preparing and filing the foreclosure action ( Recording NOD NOT ), violating the Fair Debt Collection Practices Acts ( FDCPA ) prohibition against collecting debts by using false, deceptive, or misleading representations and the Consumer Financial Protection Acts prohibition against deceptive acts and practices. The mortgage Note and Deed of Trust ( DOT ) & Assingnments of DOT in question was originated by XXXX XXXX XXXX XXXX XXXX XXXX. This Mortgage Loan was originated on XX/XX/XXXX. The Deed of Trust listed XXXXXXXX XXXX XXXX as the lender, XXXX XXXX, XXXX. as the trustee. I was a borrower of this Mortgage XXXX. The Deed of Trust identifies me as the Borrower. I sent documents to Shellpoint numerous times. In XXXX, I sent Notice of Error ( NOE ) and Request for Information ( RFI ) to Mortgage Loan Servicer Shellpoint Mortgage Servicing ( Shellpoint ). Shellpoint Mortgage Servicing is a division of Newrez LLC. ( Newrez ). Shellpoint responded to my NOE & RFI. However, Shellpoint did not answer most of my NOEs & RFIs. Shellpoints deficient foreclosure policies and procedures violate Regulation X. They failed to ensure that Shellpoint receives accurate and current information reflecting its foreclosure attorneys actions. In fact, Shellpoint has failed to accurately maintain foreclosure-related information necessary to ensure that it provides borrower with required foreclosure protections. As a result of these and other failures, Shellpoints Trustee XXXX have wrongfully initiated foreclosure proceedings. Shellpoint and XXXX sent me an inaccurate payoff quote that caused the borrowers pending property sale to fall through. Shellpoint failed to comply with foreclosure restrictions in Regulation X and other federal and state restrictions in order to ensure that homeowner has an opportunity to save my home before foreclosure is initiated. I found that Shellpoint provided inaccurate descriptions of payments and transaction information, which may have misled borrower. This is unfair practice and violation by mortgage servicer Shellpoint. Shellpoint violated the RESPA, which prohibits, among other things, providing something of value to any person with an agreement or understanding that the person will refer real estate settlement services. Mortgage Servicers must comply with the error resolution and information requests provision. Shellpoint has failed to protect borrower when it has made servicing errors. Shellpoints errors at loan servicing stage have made it even more important that the company adequately investigate and respond to me complaints and notices of errors & request for information. These functions can act as a safety net to catch borrowers before borrower further harmed by a servicers unlawful conduct. Here, too, Shellpoint has failed. Shellpoint has routinely failed to reasonably investigate, and, when appropriate, make corrections in response to me complaints and notices of errors & request for information. These failures have caused serious harm to me. As a result of Shellpoints above policies and procedures, which also apply to NOEs, Shellpoint has failed to conduct reasonable investigations and/or, where appropriate, make corrections of errors in my Notice of Error & Request for Information. Shellpoint has not responded to all notice of errors or information request that I sent. Shellpoint failed to provide my Request for Information ( RFI ) and Shellpoint also failed to correct errors in Notice of Default, Broken Chain of Title, etc. Shellpoint, BNYM Certificate, Foreclosure Trustee did not file rescission of notice of default. Shellpoint just stated the Owner of Mortgage Loan is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX, Mortgage Pass Through Certificates, Series XXXX ( XXXX XXXX ). Shellpoint is acting on the BNYM Certificate 's behalf. Mortgage Loan Servicers and Trustee violated various state and federal laws in initiating a non-judicial foreclosure of subject property. Mortgage Loan Servicers participated and conspired with XXXX XXXX in the FRAUDULENT TRANSFER ( Fraudulent Assignments of Deed of Trust ) of the Subject Property. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ( XXXX ) suddenly appeared in foreclosure actions ( recorded Notice of Default, Notice of Trustees Sale ). XXXX called themselves Trustee. Notice of Default was filed in XXXX, listing XXXX as the XXXX for XXXX. Notice of Default was executed on XX/XX/XXXX by XXXX XXXX acting as authorized agent for XXXX. Shellpoint and XXXX do not have the authority to foreclose on my home because Shellpoint, XXXX XXXX and XXXX do not own the note, have not followed proper foreclosure procedures, have not complied with certain statutory mandates, and XXXX XXXX. I believe my original mortgages debt was satisfied and XXXX lost any beneficial interest in my mortgage when my mortgage securitized the note and sold it to third parties and documents effecting the foreclosure process were invalid because they were improperly recorded and/or signed by someone who lacked the requisite personal knowledge and/or authority to sign. Gap in the chain of title prior to assignment of deed of trust causes the assignment and assigned deeds to be void. Assignment of the Loan is a fraud and forgery and, even if it were not, there is broken chain of assignments from XXXX to XXXX XXXX. Assignment to XXXX XXXX is invalid and demonstrates a break in the chain of assignments of the Deed of Trust and Note. Shellpoint or XXXX XXXX thus has no standing to foreclose as a real party in interest. Shellpoint, XXXX XXXX and XXXX failed to timely inform me of any alleged Appointments, Assignments and transfers of the mortgage in violation of RESPA. Shellpoint, XXXX XXXX and XXXX failed to timely notify me of any change of servicers, and I have made written demands to Shellpoint to show evidence of standing to claim a debt but Shellpoint, XXXX XXXX and XXXX have refused to evidence such standing. XXXX and Shellpoint are without standing to pursue this foreclosure action. XXXX XXXX Shellpoint have represented that XXXX XXXX owns and holds the note and mortgage. However, XXXX Certificates assignments of the Mortgage or Deed of Trust ( Assignments ) were executed by a legal entity that was no longer in existence on the date the document was executed. Assignments of the mortgage or Deed of Trust were executed by an entity whose name is different from the entity named in the original document. XXXX XXXX does not have an interest in the property because the assignments of original Deed of Trust were not properly executed for a variety of reasons. Assignments of the mortgage from XXXX to XXXX XXXX had been robo-signed. Every robo-signed document is XXXX as a matter of law. The assignment ( recorded in XXXX ) was void because XXXX XXXX XXXX was a robo-signer. XXXX XXXX also lacked authority to act on behalf of XXXX or XXXX, therefore the XXXX assignment was unauthorized. It appears to have been executed on behalf of MERS by the same person, XXXX XXXX, who executed the assignments on behalf of XXXX XXXX XXXXXXXX and other companies. I discovered the signature of " XXXX XXXX XXXX '' but with many different titles of multiple entities. On XX/XX/XXXX, XXXX XXXX signed for XXXX XXXX XXXXXXXX As Attorney In Fact for XXXXXXXX XXXX XXXX by Power of Attorney Recorded on Document Number XXXX as Assistant Vice President. On XX/XX/XXXX, XXXX signed for XXXX XXXXXXXX XXXX As Attorney In Fact for XXXX XXXX XXXX by Power of Attorney Recorded on Document Number XXXX as Assistant Vice President. At the same period of time ( On or about XX/XX/XXXX ), XXXX XXXX signed for Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX, Successor By Merger to XXXX XXXX XXXXXXXX Its Successor and Assigns as Assistant Secretary ( XXXX Assignment of Deed of Trust ). XXXX XXXX signed this XXXX Corrective Assignment of Deed of Trust ( Subject Property ). XXXX XXXX, who signed the XXXX assignment, as Assistant Secretary of Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), appears to be the same individual who claimed to be both Assistant Secretary of XXXX and Assistant Vice President of XXXX XXXX XXXXXXXX. The intervening assignments are invalid because the individual who " robo-signed '' the assignment on behalf oXXXX XXXX XXXX XXXX XXXX fraudulently held herself out as assistant secretary for XXXX when she was instead an employee of XXXX XXXX XXXXXXXX XXXX XXXX companies. Signature must be signed by a XXXX XXXX XXXX acting within the scope of his/her authority from XXXX Title must be one he/she holds as a real officer of XXXX. XXXX XXXX is not real officer of XXXX. A signer XXXX XXXX actually lacked an agency relationship with XXXX XXXX XXXX also signed the documents ( Assignments of Deed of Trust ) on behalf of many other companies/different entities. This Robo-signed XXXX assignment ( Subject Property ) is void and invalid. XXXX is a XXXX XXXX created by the mortgage banking institutions that used to be lenders and are now servicers the pretender-lenders. XXXX has no role in the origination or original funding of the mortgages or deeds of trust for which it serves as nominee. XXXX has no legal or beneficial interest in the loan instrument underlying the security instrument for which it serves as nominee. XXXX is described as the nominee for the specifically named lender who is just an originator selling a financial product as described above. XXXX is used as a cover-up. It effectively hides the title gap in plain sight. The execution of an assignment or corrective assignment presumes that it is acting as an agent for whoever is currently named as the claimant, beneficiary. But no such agency exists in fact or at law. The execution of a security instrument ( mortgage or loan ) by a self-proclaimed servicer ( which performs no servicing duties with respect to receipts data processing and disbursement of money from homeowners ) on behalf of a new entity appointed to be the claimant, beneficiary. But the execution of the assignment by XXXX on behalf of XXXX after the collapse of countrywide. it does not exist. And XXXX XXXX XXXX did not acquire any ownership interest in any homeowner transactions because countrywide didnt own any such interest. So while XXXX XXXX XXXX was a successor to XXXX, the foreclosure team is relying on appearances in order to get the court to presume that the merger created a transfer of the ownership of the unpaid nonexistent loan account receivable of the mortgage rights from XXXX as originator to XXXX XXXX XXXXXXXX. In such mergers, there is no Mortgage Loan Schedule, nor any written assignment of mortgage. Since the law requires the assignment, the presumption that the transfer could occur without an assignment of mortgage is erroneous. The document is supposedly executed by someone calling themselves an assistant secretary. But note that it does not say that the signor ( XXXX XXXX ) was the assistant secretary of XXXX. There is mention of XXXX it includes the phrase its successors and assigns such that it is unclear from the grammar utilized whether there is a successor to XXXX or a successor for the principal in the agency agreement between XXXX and the originator ( XXXXXXXX XXXX XXXX. But there is no succession to either one unless ( a ) someone bought or merged with XXXX or ( b ) someone bought loan accounts receivable from XXXX. Such a sale wouldve been impossible because, by the time of the merger, XXXX had only reserved servicing rights which really only meant the claim to receive servicer advances upon liquidation of a foreclosed property. So there is no XXXX successor and there is no XXXX successor as it relates to either the actual presumed transfer of the alleged underlying obligationXXXX XXXX has no role in the origination or original funding of the mortgages or deeds of trust for which it serves as nominee. XXXX has no legal or beneficial interest in the promissory note underlying the security instrument for which it serves as nomineeXXXX XXXX has no legal or beneficial interest in the loan instrument underlying the security instrument for which it serves as nominee Theres No document authorizing XXXX, as nominee for the original lender ( XXXX ), to assign the subject mortgage to the foreclosing trustee. Hence, XXXX lacked authority as mere nominee to assign my mortgage, making any assignment from original lender or XXXX defective. XXXX, as the nominee not only lacks authority to assign the mortgage, but can not demonstrate the trustees knowledge or assent to the assignment by XXXX to the foreclosure trustee. Any attempt to transfer the beneficial interest of a trust deed without actual ownership of the underlying note, is void under law. XXXX XXXX signed for this XXXX XXXX. XXXX XXXX signed for false beneficiary and MERS illegally named as Assignee/Beneficiary. XXXX named Mortgage XXXX ( XXXX XXXXXXXX XXXX etc. ) as Assignee in XXXX Assignment. XXXX assigned to False Beneficiary/False Assignee or An Impossible Beneficiary. See XXXX XXXX XXXX ( stating a servicer of a consumer obligation arising from a consumer credit transaction shall not be treated as an assignee of such obligation for purposes of this section unless the servicer is or was the owner of the obligation ) XXXX XXXX signed the Assignment of Deed of Trust recorded on XX/XX/XXXX. In XXXX, XXXX XXXX signed the assignment as an XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as Trustee for the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX XXXX XXXX can not be Vice President and Assistant Secretary for this Nonexistent Trust. There is no trust officer appointed by this Nonexistent Trust to actively manage the affairs of the trust. XXXX XXXX should indicate the real company she works for. And XXXX XXXX should indicate her real title of company she works for. I found XXXX XXXX on XXXX. XXXX XXXX profile page on XXXX identifies her as an employee of XXXX XXXX XXXX XXXX XXXX A robo-signed assignment is a void assignment, and a void assignment unravels the entire nonjudicial foreclosure. The Bank and Mortgage Servicer acted with malice by recording ( themselves ) an assignment of an interest it knew it did not possess, fully aware that the ensuing Notice of Default ( XXXX ) and all that followed were void. XXXX XXXX & XXXX XXXX fraudulently executed the assignment and XXXX XXXX & XXXX XXXX were nothing more than what has come to be known as robo-signer-an individual who simply signs thousands of property record documents without any legal or corporate authority whatsoever. XXXX XXXX and XXXX XXXX had signed the assignment on behalf of XXXX ( or beneficiary ) without adding behalf of and/or " as attorney in fact '' the chain of title would be broken, or the assignment would be facially defective. There is no proof of authority anywhere on the document, indicating that XXXX XXXX ( the signer ) & XXXX XXXX ( the singer ) had the authority to execute the instrument in that capacity, let alone have personal knowledge of its contents. Therefore, these assignments were void since a void assignment lacks any legal effect. XXXX XXXX and XXXX XXXX XXXX ( robo-signers ) signed notarization of these Assignments. These Mortgage assignments with signatures of individuals ( XXXX XXXX & XXXX XXXX ) signing as corporate officers for corporations that never employed them in any such capacity. Contracts that are entered into by someone without capacity, impossible contracts, contracts against public policy and contracts for illegal acts are void contracts. Assignments of the trust deed from the original mortgage holder ( XXXX ) to XXXX XXXX were void and therefore the foreclosure Notices ( Recording NOD NTS, etc. ) were invalid or void. XXXX XXXX lacked standing to bring the foreclosure action because it was not the owner of the Note when it filed the XXXX foreclosure action ( NOD ). These assignments were improperly executed by " robo signing agents or robo-signer '' and thus XXXX XXXX " does not have lawful ownership or a security interest in my home. Shellpoint does not have standing to foreclose on the subject property as it is not the holder in due course of the subject loan. I'm a victim of robo-signing. A valid Substitution of Trustee has never been made by a beneficiary with authority to appoint a successor trustee which states, The beneficiary may at any time remove a trustee for any reason or cause and appoint a successor trustee, and such appointment shall constitute a substitution of trustee. The recorded Substitution of Trustee fails to meet the requirements in that no document has ever been acknowledged that substitutes or appoints a trustee by an authorized Beneficiary or its agent. A document purporting to create an interest in, or a lien or encumbrance against, real property not authorized by statute, judgment or other specific legal authority is presumed to be groundless and invalid. A valid Substitution of Trustee to XXXX has never been made in accord with any contractual provision, California statute. Therefore, the Notice XXXX XXXX XXXX is void as the cited Trustee has never been authorized to exercise a power of sale against the property. The XXXX Notice of Default was thus defective because it was recorded by an entity not yet properly substituted as the trustee. See Cal. Civ. Code Section 2934a ( stating that a trustee is properly substituted by the recording of a s substitution ) CCC Section 2934a ( b ) ( stating that if the substitution is executed prior to or concurrently with the recording of a Notice of Default, then Notice of the Substitution must be mailed on or before that recording date ) Section 2934a ( b ) requires that a Notice of Substitution of Trustee include notice of actual substitution. See Cal. Civ. Code Section 2934a ( b ) ( stating that the beneficiary or their authorized agent shall cause notice of the substitution to be mailed ) Here, XXXX was never substituted as the trustee, all actions taken by XXXX were invalid. Substitution of Trustee was never executed. Substitution of Trustee was never mailed. Substitution of Trustee was never recorded. This is in clear Violation of Section 2934a & 2934a ( b ). Since theres No Substitutions of Trustee ( Theres No appoint to new trustee XXXX ), XXXX can not file Notice of Default ( NOD ), Notice of Trustees Sale ( NOT ) against subject property. NOD recorded on XX/XX/XXXX and Notice of Trustees Sale ( NOT ) recorded on XX/XX/XXXX. Recordation of the NOD ( XXXX ) and NOT ( XXXX ) were Void because XXXX NOD & XXXX NOT were not executed by authorized Trustee. XXXX & Shellpoint knew all these assignments of deed of trust, XXXX NOD, and XXXX NOT were void, invalid, and fraudulent. Only the original trustee ( XXXX ) or a properly substituted trustee may carry out a foreclosure, and substitutions of trustee must be recorded. Without a proper substitution of trustee, any foreclosure procedures ( including sales ) initiated by an unauthorized trustee are void. XXXX has No authority to sell my property. I face the prospect of losing my home due to the actions of an entity that has no power to foreclose because it does not own my Deed of Trust. There is no evidence as to what rights if any XXXX XXXX had in the subject Note and Deed of Trust or its relationship with XXXX. This defect was so substantial that it broke the chain of title and rendered the foreclosure sale void. Endorsement to the Mortgage Note : A copy of the original Note made payable to the originator is offered as evidence. Although there is adequate room on the note, no endorsement appears on the Note. An unattached Endorsement Allonge is offered with no explanation as to why an allonge is necessary given that there is adequate room on the note for an endorsement. Nothing standing the lack of an endorsement on the actual note, the Endorsement allonge is not clear, not XXXX XXXX. Shellpoint, XXXX XXXX and XXXX have offered no competent evidence of standing : No Valid and No Certified Copy of Assignment of Deed of Trust. No endorsed Note to XXXX XXXX and no proof of Delivery Note. XXXX XXXX lacks standing, is not a Real Party in Interest, and offered no evidence that it is the current holder of the mortgage Note. No Certified Assignment is offered. The copy of the mortgage Note offered by the XXXX XXXX does not include a valid endorsement, in blank or otherwise nor any proof of acceptance or delivery of the note. Heres Assignments of DOT History. The Assignment ( recorded XX/XX/XXXX ), assigned to The Bank XXXX New York, As Trustee for the Benefit of XXXX XXXX XXXXXXXX XXXX XXXX XXXX-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX. The assignment ( recorded XX/XX/XXXX ), assigned to Bank XXXX New York XXXX XXXX XXXX Bank XXXX New York, as Trustee for XXXX XXXX XXXX, XXXX, XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX. Corrective Assignment of Deed of Trust ( recorded XX/XX/XXXX ), assigned to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as Trustee for XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX XXXX. However Shellpoint stated the owner of loan is XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX as Trustee for the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX. The name of the owner of the loan is different from Assignments of Deed of Trust. They added the XXXX XXXX XXXX XXXX XXXX XXXX in assignee name themselves. Theres no XXXX XXXX XXXX XXXX XXXX XXXX in Assignments of Deed of Trust. They created this fake name/fake entity without recording the Assignment of Deed of Trust XXXX XXXX XXXX XXXX XXXX Shellpoint stated Current Beneficiary full name ( owner of mortgage loan ) is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass Through Certificates, Series XXXX ( XXXX XXXX ). Shellpoint and XXXX should explain why XXXX beneficiary ( XXXX XXXX ) full name is different from Assignments beneficiaries ( XXXX, XXXX, XXXX ). Please read all assignments of DOT carefully. XXXX XXXX full name is different from these Assignments beneficiaries full name. There is no identification of the certificates nor any identification of the holders of the certificates. The certificates do not convey any right, title or interest to any debt, note or mortgage, nor any payment or proceeds arising from any loan. Thus no claim could be made for a loss on an investment that does not exist. There is no investment in loans directly or indirectly. There is no representative capacity. XXXX does not represent the interests of investors in the certificates. XXXX XXXX has no powers of administration, collection or enforcement over any debt, note or mortgage and in fact has no right to even make an inquiry as to the status of any loan. Neither XXXX XXXX nor the implied trust have ever paid value for the underlying dead, they could not possibly own the mortgage and therefore could not possibly authorize enforcement. The use of the name of XXXX XXXX might be authorized in an agreement with an investment bank to use the XXXX XXXX XXXX XXXX XXXX XXXX XXXX name as part of a license agreement, but such an agreement violates existing law by naming a party as an entity who has no claim. Since that is an agreement to violate the law, the authorization is a legal nullity. And that obviously means that the Foreclosure bill did not have any real authority or any contract under which it was authorized to file a foreclosure action that had a XXXX XXXX XXXX XXXX XXXX XXXX or any trust or any investors. Loan Servicer Shellpoint has no operative relationship with XXXX XXXX because the named XXXX XXXX has no claim. Mortgage XXXX Shellpoint XXXX have some agency with XXXX XXXX but that does not create the rights they seek to enforce. Bank XXXX New York XXXX as trustee for the certificate holders is an exercise in deceit and fraud. XXXX XXXX is not making any appearance despite its name appearing in the title of the document or case. It is named as being a trustee which means by definition that it is not appearing on its own behalf but rather appearing on behalf of a trust. There is never any allegation in XXXX Certificates foreclosure action that states that the trust was organized and existing under the laws of some U.S. jurisdiction. FOR THE CERTIFICATE HOLDERS IS A DEAD GIVE-AWAY THAT THERE IS NO CREDITOR BNYM IS NOT A TRUSTEE FOR ANY CERTIFICATE HOLDERS BECAUSE THE CERTIFICATE HODLERS ARE NOT BENEIFICAIRIES OF ANY TRUST. Upon reviewing all of the Recorded Deeds, the Chain of Title clearly reflects that XXXX XXXX was never granted title by A VALID GRANTOR. Therefore, Shellpoint and XXXX had no authority to prosecute the foreclosure action. Clearly, Shellpoint and XXXX XXXX have failed to show standing and a proper chain of title of the note. Shellpoint, XXXX XXXX and XXXX have demonstrated that it lacks the right to initiate the pending non-judicial foreclosure. As Shellpoint has failed to meet its burden of proof to establish standing, the foreclosure on XX/XX/XXXX must be cancelled. XXXX instituted non-judicial foreclosure proceedings on a subject property. XXXX was not the trustee named in the deed of trust, so under XXXX XXXX XXXX, XXXX was required to record a Substitution of Trustee, but failed to do so. Failure to comply with state and federal law can result in serious consequences for the loan servicer Shellpoint. XXXX was not formally named as trustee until after they recorded the XXXX Notice of Default and XXXX Notice of Trustees Sale. Valid Mortgage holders did not execute a substitution formally naming the trustee delivering the XXXX Notice of Default as the substitute trustee until today. They didnt correct assignment before recording XXXX NOD against subject property. They must explain why entities full names in assignment of DOT are different from XXXX XXXX. Shellpoint and XXXX XXXX have no right to foreclose on my property because the last recorded assignment of deed of trust reflects that XXXX is the beneficiary, and not BNYM Certificate. See Assignment. XXXX XXXX and Shellpoint violated Cal. Civ. Code Section 2932.5 because they do not have the power of sale and have not demonstrated legal standing to foreclose upon subject property. The entity that issued the NOD to me on XX/XX/XXXX, acted before it had legal authority to do so pursuant to an assignment of the deed of trust. The foreclosing parties had no actual authority to foreclose my home. The foreclosing party did not have a recorded assignment in place under section XXXX, which XXXX XXXX was not actual the beneficiary and XXXX was not an authorized agent of beneficiary or trustee. It appears XXXX is attempting to act as agent to Servicer Shellpoint, but it is unclear on behalf of what entity it was acting and whether said entity had any interest in the subject property. The foreclosure was not initiated by the correct party. At the time of NOD ( XXXX ), there had been no assignment to XXXX XXXX. The wrong parties issued the Notice XXXX XXXX. The threat of foreclosure by wrong party is sufficient to constitute prejudice to the homeowner because there is no power of sale without a valid Notice of Default. I was harmed by not knowing the true of Note. I was harmed by not being able to name the real party of interest. The XXXX Assignment & XXXX Assignment were void, and therefore the XXXX Notice of Default ( NOD ), and XXXX Trustee 's Sale Notice, were void. Theres No Substitute Trustee and therefore XXXX Notice of Default and XXXX Notice of Trustees Sale were void. Shellpoint, XXXX XXXX, XXXX did not have standing to foreclose on the Subject Property because none of them was the lender under the Loan, the holder of the Note, or the holder of a beneficial interest in the Deed of Trust. Again, ( 1 ) The assignment of the deed of trust to XXXX XXXX was unlawfully recorded and void. ( XXXX ) The substitution of the trustee from XXXX to XXXX was void. ( XXXX ) The Notice of Default ( NOD ) was unlawfully recorded in XXXX. Defects in the foreclosure process and the authority of XXXX to foreclose on my property. XXXX XXXX and Shellpoint lacked authority to appoint the XXXX XXXX. Foreclosure actions of Shellpoint and XXXX have resulted in borrower being threatened with the loss of the property. Shellpoint and XXXX intentionally, knowingly and recklessly misrepresented to me those agents of Shellpoint and XXXX were entitled to exercise the power of sale provision contained in the Deed of Trust. In fact, Shellpoint, XXXX XXXX, and XXXX were not entitled to do so and have no legal, XXXX, or actual beneficial interest whatsoever in the subject property. Shellpoint, XXXX XXXX and XXXX began their fraudulent foreclosure proceedings, Shellpoint, XXXX XXXX, and XXXX were not acting in good faith while attempting to collect on the subject debt. Shellpoint, XXXX XXXX and XXXX committed the acts set forth above with complete ; utter and reckless disregard of the probability of causing homeowner ( me ) to suffer severe emotional distress. As an actual and proximate cause of Shellpoint, XXXX XXXX and XXXX attempt to fraudulently foreclose on my home or claim of the right to foreclose on my home, I have suffered severe emotional distress, including but not limited to lack of sleep, XXXX XXXX XXXXXXXX. Shellpoint and XXXX committed fraud by filing a fraudulent assignment of mortgage from XXXX to Shellpoint ( as servicer ). XXXX filed NOD with actual knowledge that the averments and representations made in those papers were false. XXXX had actual knowledge of the falsity of any averments and representations made on behalf of the current servicer of the mortgage. Throughout the foreclosure action, Shellpoint and XXXX have represented that XXXX XXXX owns and holds the note and mortgage. I request a determination of the rights, obligations and interest of the parties with regard to the subject property, and such determination is necessary and appropriate at this time under circumstances so that all parties may ascertain and know their rights, obligations and interests with regard to the property. I request a determination of the validity of the Trust Deeds as of the date the Notes were assigned without a concurrent assignation of the underlying Trust Deeds. I request a determination of the validity the Notice of Default ( XXXX NOD ). I request a determination of whether Shellpoint, XXXX XXXX and XXXX have authority to foreclose on subject property ( my property ).
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| 09/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
|
|
Im getting notices from Newrez LLC also known as Shellpoint Mortgage Servicing ( Newrez/Shellpoint ) and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) threatening me with foreclosure. Newrez/Shellpoint and XXXX falsely represented to Borrower that Newrez/Shellpoints attorney was meaningfully involved in preparing and filing the foreclosure action ( Recording Notice of Default ), violating the Fair Debt Collection Practices Acts ( FDCPA ) prohibition against collecting debts by using false, deceptive, or misleading representations and the Consumer Financial Protection Acts prohibition against deceptive acts and practices. The mortgage Note and Deed of Trust ( DOT ) & Assingnments of DOT in question was originated by XXXX XXXX, XXXX ( XXXX ). This Mortgage Loan was originated on XX/XX/XXXX. The Deed of Trust listed XXXX XXXX, XXXX as the lender, XXXX XXXX, XXXX. as the trustee. The Deed of Trust identifies me as the Borrower. I was a borrower of this Mortgage Loan. I sent documents to Shellpoint numerous times. In XXXX, I sent Notice of Error ( NOE ) and Request for Information ( RFI ) to Shellpoint Mortgage Servicing ( Shellpoint ). Shellpoint Mortgage Servicing is a division of Newrez LLC ( Newrez ). Shellpoint responded to my NOE & RFI. However, Shellpoint did not answer most of my NOEs & RFIs. Shellpoints deficient foreclosure policies and procedures violate Regulation X. Newrez/Shellpoint failed to ensure that Shellpoint receives accurate and current information reflecting its foreclosure attorneys actions. In fact, Shellpoint has failed to accurately maintain foreclosure-related information necessary to ensure that it provides borrower with required foreclosure protections. As a result of these and other failures, XXXX have wrongfully initiated foreclosure proceedings. Shellpoint and XXXX sent me an inaccurate payoff quote that caused the borrowers pending property sale to fall through. Shellpoint failed to comply with foreclosure restrictions in Regulation X and other federal and state restrictions in order to ensure that homeowner has an opportunity to save my home before foreclosure is initiated. I found that Shellpoint provided inaccurate descriptions of payments and transaction information, which may have misled borrower. This is unfair practice and violation by Shellpoint. Newrez/Shellpoint violated the RESPA, which prohibits, among other things, providing something of value to any person with an agreement or understanding that the person will refer real estate settlement services. Mortgage Servicer must comply with the error resolution and information requests provision. Shellpoint has failed to protect borrower when it has made servicing errors. Shellpoints errors at loan servicing stage have made it even more important that the company adequately investigate and respond to me Notices of Errors & Request for Information. These functions can act as a safety net to catch borrowers before borrower further harmed by a servicers unlawful conduct. Here, too, Shellpoint has failed. Shellpoint has routinely failed to reasonably investigate, and, when appropriate, make corrections in response to me Notices of Errors & Request for Information. These failures have caused serious harm to me. As a result of Shellpoints above policies and procedures, which also apply to NOEs, Shellpoint has failed to conduct reasonable investigations and/or, where appropriate, make corrections of errors in my Notice of Error & Request for Information. Shellpoint has not responded to all notice of errors or information request that I sent. Shellpoint failed to provide my RFI and Shellpoint failed to correct errors in Notice of Default. They failed to correct Broken Chain of Title, etc. Shellpoint and XXXX did not file Rescission of Notice of Default. Shellpoint just stated the Owner of Mortgage Loan is The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass Through Certificates, Series XXXX ( XXXX XXXX ). Shellpoint is acting on the XXXX XXXX 's behalf. XXXX violated various state and federal laws in initiating a non-judicial foreclosure of subject property. Shellpoint participated and conspired with XXXX XXXX in the FRAUDULENT TRANSFER ( Fraudulent Assignments of Deed of Trust ) of the Subject Property. XXXX suddenly appeared in foreclosure actions ( recorded Notice of Default, Notice of Trustees Sale ). XXXX called themselves Trustee. Notice of Default ( NOD ) was filed in XXXX, listing XXXX as the XXXX for XXXX. NOD was executed on XX/XX/XXXX by XXXX XXXX acting as authorized agent for XXXX. Shellpoint and XXXX do not have the authority to foreclose on my home because Shellpoint, XXXX XXXX and XXXX do not own the note, have not followed proper foreclosure procedures, have not complied with certain statutory mandates. I believe my original mortgages debt was satisfied and XXXX lost any beneficial interest in my mortgage when my mortgage securitized the note and sold it to third parties and documents effecting the foreclosure process were invalid because they were improperly recorded and/or signed by someone who lacked the requisite personal knowledge and/or authority to sign. Gap in the chain of title prior to assignment of deed of trust causes the assignment and assigned deeds to be void. These Assignments of Mortgage Loan is a fraud and forgery and, even if it were not, there is broken chain of assignments from XXXX to XXXX XXXX. Assignment to XXXX XXXX is invalid and demonstrates a break in the chain of assignments of the Deed of Trust and Note. Shellpoint, XXXX XXXX and XXXX thus has no standing to foreclose as a real party in interest. Shellpoint, XXXX XXXX and XXXX failed to timely inform me of any alleged Appointments, Assignments and transfers of the mortgage in violation of RESPA. Shellpoint, XXXX XXXX and XXXX failed to timely notify me of any change of servicers, and I have made written demands to Shellpoint to show evidence of standing to claim a debt but Shellpoint, XXXX XXXX and XXXX have refused to evidence such standing. XXXX and Shellpoint are without standing to pursue this foreclosure action. XXXX XXXX Shellpoint have represented that XXXX XXXX owns and holds the note and mortgage. However, XXXX Certificates Assignments of the Mortgage or Deed of Trust ( Assignments ) were executed by a legal entity that was no longer in existence on the date the document was executed. Assignments of the mortgage or Deed of Trust were executed by an entity whose name is different from the entity named in the original document. XXXX XXXX does not have an interest in the property because the assignments of original Deed of Trust were not properly executed for a variety of reasons. Assignments of the mortgage from XXXX to XXXX XXXX had been robo-signed. Every robo-signed document is XXXX as a matter of law. The assignment ( recorded in XXXX ) was void because XXXX XXXX XXXX was a robo-signer. XXXX XXXX also lacked authority to act on behalf of XXXX or XXXX, therefore the XXXX assignment was unauthorized. It appears to have been executed on behalf of XXXX by the same person, XXXX XXXX, who executed the assignments on behalf of XXXX XXXX XXXXXXXX and other companies. I discovered the signature of " XXXX XXXX XXXX '' but with many different titles of multiple entities. On XX/XX/XXXX, XXXX XXXX signed for XXXX XXXX XXXX As Attorney In Fact for XXXX XXXX, LLC by Power of Attorney Recorded on Document Number XXXX as Assistant Vice President. On XX/XX/XXXX, XXXX signed for XXXX XXXX XXXX As Attorney In Fact for XXXX XXXX, LLC by Power of Attorney Recorded on Document Number XXXX as Assistant Vice President. At the same period of time ( On or about XX/XX/XXXX ), XXXX XXXX signed for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX, Successor By Merger to XXXX Bank, XXXX Its Successor and Assigns as Assistant Secretary ( XXXX Assignment of Deed of Trust ). XXXX XXXX signed this XXXX Corrective Assignment of Deed of Trust ( Subject Property ). XXXX XXXX, who signed the XXXX assignment, as Assistant Secretary of XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), appears to be the same individual who claimed to be both Assistant Secretary of XXXX and Assistant Vice President of XXXX XXXX XXXX. The intervening assignments are invalid because the individual who " robo-signed '' the assignment on behalf of XXXX, XXXX XXXX XXXX XXXX held herself out as Assistant Secretary for XXXX when she was instead an employee of XXXX XXXX XXXX and/or other companies. Signature must be signed by a XXXX XXXX XXXX acting within the scope of his/her authority from XXXX. Title must be one he/she holds as a real officer of XXXX. XXXX XXXX is NOT real officer of XXXX. A signer XXXX XXXX actually lacked an agency relationship with XXXX. XXXX XXXX also signed the documents ( Assignments of Deed of Trust ) on behalf of many other companies/different entities. This Robo-signed XXXX assignment ( Subject Property ) is void and invalid. XXXX is a shell corporation created by the mortgage banking institutions that used to be lenders and are now servicers the pretender-lenders. XXXX has no role in the origination or original funding of the mortgages or deeds of trust for which it serves as nominee. XXXX has no legal or beneficial interest in the loan instrument underlying the security instrument for which it serves as nominee. XXXX is described as the nominee for the specifically named lender who is just an originator selling a financial product as described above. XXXX is used as a cover-up. It effectively hides the title gap in plain sight. The execution of an assignment or corrective assignment presumes that it is acting as an agent for whoever is currently named as the claimant, beneficiary. But no such agency exists in fact or at law. The execution of a security instrument ( mortgage or loan ) by a self-proclaimed servicer ( which performs no servicing duties with respect to receipts data processing and disbursement of money from homeowners ) on behalf of a new entity appointed to be the claimant, beneficiary. But the execution of the assignment by XXXX on behalf of XXXX after the collapse of XXXX. it does not exist. And XXXX XXXX XXXX did not acquire any ownership interest in any homeowner transactions because XXXX didnt own any such interest. So while XXXX XXXX XXXX was a successor to XXXX, the foreclosure team is relying on appearances in order to get the court to presume that the merger created a transfer of the ownership of the unpaid nonexistent loan account receivable of the mortgage rights from XXXX as originator to XXXX XXXX XXXX. In such mergers, there is no Mortgage Loan Schedule, nor any written assignment of mortgage. Since the law requires the assignment, the presumption that the transfer could occur without an assignment of mortgage is erroneous. The document is supposedly executed by someone calling themselves an assistant secretary. But note that it does not say that the signor ( XXXX XXXX ) was the XXXX XXXX of XXXX. There is mention of XXXX it includes the phrase its successors and assigns such that it is unclear from the grammar utilized whether there is a successor to XXXX or a successor for the principal in the agency agreement between XXXX and the originator ( XXXX XXXX ). But there is no succession to either one unless ( a ) someone bought or merged with XXXX or ( b ) someone bought loan accounts receivable from XXXX. Such a sale wouldve been impossible because, by the time of the merger, XXXX had only reserved servicing rights which really only meant the claim to receive servicer advances upon liquidation of a foreclosed property. So there is no XXXX successor and there is no XXXX successor as it relates to either the actual presumed transfer of the alleged underlying obligation. XXXX has no role in the origination or original funding of the mortgages or deeds of trust for which it serves as nominee. XXXX has no legal or beneficial interest in the promissory note underlying the security instrument for which it serves as nominee. XXXX has no legal or beneficial interest in the loan instrument underlying the security instrument for which it serves as nominee Theres No document authorizing MERS, as nominee for the original lender ( XXXX ), to assign the subject mortgage to the foreclosing trustee. Hence, XXXX lacked authority as mere nominee to assign my mortgage, making any assignment from original lender or XXXX defective. XXXX, as the nominee not only lacks authority to assign the mortgage, but can not demonstrate the trustees knowledge or assent to the assignment by MERS to the foreclosure trustee. Any attempt to transfer the beneficial interest of a trust deed without actual ownership of the underlying note, is void under law. XXXX XXXX signed for this XXXX XXXX. XXXX XXXX signed for false beneficiary and XXXX illegally named as Assignee/Beneficiary. XXXX named Mortgage Servicer ( XXXX XXXX Bank, etc. ) as XXXX in XXXX Assignment. XXXX assigned to False Beneficiary/False Assignee or An Impossible Beneficiary. See 15 USC 1641f1 ( stating a servicer of a consumer obligation arising from a consumer credit transaction shall not be treated as an assignee of such obligation for purposes of this section unless the servicer is or was the owner of the obligation ) XXXX XXXX signed the Assignment of Deed of Trust recorded on XX/XX/XXXX. In XXXX, XXXX XXXX signed the assignment as an officer of XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for the Benefit of XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX XXXX XXXX can not be Vice President and XXXX XXXX for this Nonexistent Trust. There is no trust officer appointed by this XXXX XXXX to actively manage the affairs of the trust. XXXX XXXX should indicate the real company she works for. And XXXX XXXX should indicate her real title of company she works for. I found XXXX XXXX on XXXX. XXXX XXXX XXXX page on XXXX identifies her as an employee of XXXX XXXX XXXX XXXX XXXX A robo-signed assignment is a void assignment, and a void assignment unravels the entire nonjudicial foreclosure. The Bank and Mortgage Servicer acted with malice by recording ( themselves ) an assignment of an interest it knew it did not possess, fully aware that the ensuing Notice of Default ( XXXX ) and all that followed were void. XXXX XXXX & XXXX XXXX fraudulently executed the assignment and XXXX XXXX & XXXX XXXX were nothing more than what has come to be known as robo-signer-an individual who simply signs thousands of property record documents without any legal or corporate authority whatsoever. XXXX XXXX and XXXX XXXX had signed the assignment on behalf of XXXX ( or beneficiary ) without adding behalf of and/or " as attorney in fact '' the chain of title would be broken, or the assignment would be facially defective. There is no proof of authority anywhere on the document, indicating that XXXX XXXX ( the signer ) & XXXX XXXX ( the singer ) had the authority to execute the instrument in that capacity, let alone have personal knowledge of its contents. Therefore, these assignments were void since a void assignment lacks any legal effect. XXXX XXXX and XXXX XXXX XXXX ( robo-signers ) signed notarization of these Assignments. These Mortgage assignments with signatures of individuals ( XXXX XXXX & XXXX XXXX ) signing as corporate officers for corporations that never employed them in any such capacity. Contracts that are entered into by someone without capacity, impossible contracts, contracts against public policy and contracts for illegal acts are void contracts. Assignments of the trust deed from the original mortgage holder ( XXXX ) to XXXX XXXX were void and therefore the foreclosure Notices ( Recording NOD NTS ) were invalid or void. XXXX XXXX lacked standing to bring the foreclosure action because it was not the owner of the Note when it filed the XXXX foreclosure action ( NOD ). These assignments were improperly executed by " robo signing agents or robo-signer '' and thus XXXX XXXX " does not have lawful ownership or a security interest in my home. Shellpoint does not have standing to foreclose on the subject property as it is not the holder in due course of the subject loan. I'm a victim of robo-signing. A valid Substitution of Trustee has never been made by a beneficiary with authority to appoint a successor trustee which states, The beneficiary may at any time remove a trustee for any reason or cause and appoint a successor trustee, and such appointment shall constitute a substitution of trustee. The recorded Substitution of Trustee fails to meet the requirements in that no document has ever been acknowledged that substitutes or appoints a trustee by an authorized Beneficiary or its agent. A document purporting to create an interest in, or a lien or encumbrance against, real property not authorized by statute, judgment or other specific legal authority is presumed to be groundless and invalid. A valid Substitution of Trustee to XXXX has never been made in accord with any contractual provision, California statute. Therefore, the Notice of XXXX XXXX XXXXs void as the cited Trustee has never been authorized to exercise a power of sale against the property. The XXXX Notice of Default was thus defective because it was recorded by an entity not yet properly substituted as the trustee. See Cal. Civ. Code Section 2934a ( stating that a trustee is properly substituted by the recording of a s substitution ) CCC Section 2934a ( b ) ( stating that if the substitution is executed prior to or concurrently with the recording of a Notice of Default, then Notice of the Substitution must be mailed on or before that recording date ) Section 2934a ( b ) requires that a Notice of Substitution of Trustee include notice of actual substitution. See Cal. Civ. Code Section 2934a ( b ) ( stating that the beneficiary or their authorized agent shall cause notice of the substitution to be mailed ) Here, XXXX was never substituted as the trustee, all actions taken by XXXX were invalid. Substitution of Trustee was never executed. Substitution of Trustee was never mailed. Substitution of Trustee was never recorded. This is in clear Violation of Section 2934a & 2934a ( b ). Since theres No Substitutions of Trustee ( Theres No appoint to new trustee XXXX ), XXXX can not file Notice of Default ( NOD ), Notice of Trustees Sale ( NOT ) against subject property. NOD recorded on XX/XX/XXXX and Notice of Trustees Sale ( NOT ) recorded on XX/XX/XXXX. Recordation of the NOD ( XXXX ) and NOT ( XXXX ) were Void because Notice XXXX XXXX XXXX Notice XXXX XXXX XXXX were not executed by authorized Trustee. XXXX & Shellpoint knew all these assignments of deed of trust, XXXX NOD, and XXXX NOT were void, invalid, and fraudulent. Only the original trustee ( XXXX ) or a properly substituted trustee may carry out a foreclosure, and substitutions of trustee must be recorded. Without a proper substitution of trustee, any foreclosure procedures ( including sales ) initiated by an unauthorized trustee are void. XXXX has No authority to sell my property. I face the prospect of losing my home due to the actions of an entity that has no power to foreclose because it does not own my Deed of Trust. There is no evidence as to what rights if any XXXX XXXX had in the subject Note and Deed of Trust or its relationship with XXXX. This defect was so substantial that it broke the chain of title and rendered the foreclosure sale void. Endorsement to the Mortgage Note : A copy of the original Note made payable to the originator is offered as evidence. Although there is adequate room on the note, no endorsement appears on the Note. An unattached XXXX XXXX is offered with no explanation as to why an allonge is necessary given that there is adequate room on the note for an endorsement. Nothing standing the lack of an endorsement on the actual note, the Endorsement allonge is not clear, not XXXX XXXX. Shellpoint, XXXX XXXX and XXXX have offered no competent evidence of standing : No Valid and No Certified Copy of Assignment of Deed of Trust. No endorsed Note to XXXX XXXX and no proof of Delivery Note. XXXX XXXX lacks standing, is not a Real Party in Interest, and offered no evidence that it is the current holder of the mortgage Note. No Certified Assignment is offered. The copy of the mortgage Note offered by the XXXX XXXX does not include a valid endorsement, in blank or otherwise nor any proof of acceptance or delivery of the note. Heres Assignments of DOT History. The Assignment ( recorded XX/XX/XXXX ), assigned to The XXXX XXXX XXXX XXXX, As Trustee for the Benefit of XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX. The assignment ( recorded XX/XX/XXXX ), assigned to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX, XXXX, XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX. Corrective Assignment of Deed of Trust ( recorded XX/XX/XXXX ), assigned to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX XXXX. However Shellpoint stated the owner of loan is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass-Through Certificates, Series XXXX. The name of the owner of the loan is different from Assignments of Deed of Trust. They added the XXXX XXXX XXXX XXXX XXXX XXXX in assignee name themselves. But theres No Assignment assigned to The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass Through Certificates, Series XXXX ( XXXX XXXX ). Theres no XXXX XXXX XXXX XXXX XXXX XXXX in Assignments of Deed of Trust. They created this fake name/fake entity without recording the Assignment of Deed of Trust XXXX XXXX XXXX XXXX XXXX Shellpoint stated Current Beneficiary full name ( owner of mortgage loan ) is The XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, as Trustee for the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Mortgage Pass-Through Trust XXXX, Mortgage Pass Through Certificates, Series XXXX ( XXXX XXXX ). Shellpoint and XXXX should explain why Shellpoints beneficiary ( XXXX XXXX ) full name is different from Assignments beneficiaries ( XXXX, XXXX, XXXX ). Please read all assignments of DOT carefully. XXXX XXXX full name is different from these Assignments beneficiaries full name. There is no identification of the certificates nor any identification of the holders of the certificates. The certificates do not convey any right, title or interest to any debt, note or mortgage, nor any payment or proceeds arising from any loan. Thus no claim could be made for a loss on an investment that does not exist. There is no investment in loans directly or indirectly. There is no representative capacity. XXXX does not represent the interests of investors in the certificates. XXXX XXXX has no powers of administration, collection or enforcement over any debt, note or mortgage and in fact has no right to even make an inquiry as to the status of any loan. Neither XXXX XXXX nor the implied trust have ever paid value for the underlying dead, they could not possibly own the mortgage and therefore could not possibly authorize enforcement. The use of the name of XXXX XXXX might be authorized in an agreement with an investment bank to use the XXXX XXXX XXXX XXXX ( XXXX ) name as part of a license agreement, but such an agreement violates existing law by naming a party as an entity who has no claim. Since that is an agreement to violate the law, the authorization is a legal nullity. And that obviously means that the Foreclosure bill did not have any real authority or any contract under which it was authorized to file a foreclosure action that had a XXXX XXXX XXXX XXXX XXXX XXXX, or any trust or any investors. Loan Servicer Shellpoint has no operative relationship with XXXX XXXX because the named XXXX XXXX has no claim. Mortgage Servicer Shellpoint may have some agency with XXXX XXXX but that does not create the rights they seek to enforce. XXXX XXXX XXXX XXXX XXXX as trustee for the certificate holders is an exercise in deceit and fraud. XXXX XXXX is not making any appearance despite its name appearing in the title of the document or case. It is named as being a trustee which means by definition that it is not appearing on its own behalf but rather appearing on behalf of a trust. There is never any allegation in XXXX Certificates foreclosure action that states that the trust was organized and existing under the laws of some XXXX jurisdiction. FOR THE CERTIFICATE HOLDERS IS A DEAD GIVE-AWAY THAT THERE IS NO CREDITOR XXXX IS NOT A TRUSTEE FOR ANY CERTIFICATE HOLDERS BECAUSE THE CERTIFICATE HODLERS ARE NOT BENEIFICAIRIES OF ANY TRUST. Upon reviewing all of the Recorded Deeds, the Chain of Title clearly reflects that XXXX XXXX was never granted title by A VALID XXXX. Therefore, Shellpoint and XXXX had no authority to prosecute the foreclosure action. Clearly, Shellpoint and XXXX XXXX have failed to show standing and a proper chain of title of the note. Shellpoint, XXXX XXXX and XXXX have demonstrated that it lacks the right to initiate the pending non-judicial foreclosure. As Shellpoint has failed to meet its burden of proof to establish standing, the foreclosure on XX/XX/XXXX must be cancelled. XXXX instituted non-judicial foreclosure proceedings on a subject property. XXXX was not the trustee named in the deed of trust, so under Civil Code 2934, XXXX was required to record a Substitution of Trustee, but failed to do so. Failure to comply with state and federal law can result in serious consequences for the loan servicer Shellpoint. XXXX was not formally named as trustee until after they recorded the XXXX Notice of Default and XXXX Notice of Trustees Sale. Valid Mortgage holders did not execute a substitution formally naming the trustee delivering the XXXX Notice of Default as the substitute trustee until today. They didnt correct assignment before recording XXXX NOD against subject property. Shellpoint and XXXX must explain why entities full names in assignment of DOT are different from XXXX XXXX. Shellpoint and XXXX Certificate have no right to foreclose on my property because the last recorded assignment of deed of trust reflects that XXXX is the beneficiary, and not XXXX Certificate. See Assignment. XXXX XXXX and Shellpoint violated Cal. Civ. Code Section 2932.5 because they do not have the power of sale and have not demonstrated legal standing to foreclose upon subject property. The entity that issued the NOD to me on XX/XX/XXXX, acted before it had legal authority to do so pursuant to an assignment of the deed of trust. The foreclosing parties had no actual authority to foreclose my home. The foreclosing party did not have a recorded assignment in place under section XXXX, which XXXX XXXX was not actual the beneficiary and XXXX was not an authorized agent of beneficiary or trustee. It appears XXXX is attempting to act as agent to Servicer NewrezXXXXShellpoint XXXX but it is unclear on behalf of what entity it was acting and whether said entity had any interest in the subject property. The foreclosure was not initiated by the correct party. At the time of NOD ( XXXX ), there had been no assignment to XXXX XXXX. The wrong parties issued the Notice of Default. The threat of foreclosure by wrong party is sufficient to constitute prejudice to the homeowner because there is no power of sale without a valid Notice of Default. I was harmed by not knowing the true of Note. I was harmed by not being able to name the real party of interest. The XXXX Assignment & XXXX Assignment were void, and therefore the XXXX Notice of Default ( NOD ), and XXXX Notice of Trustee 's Sale, were void. Theres No Assignment assigned to XXXX XXXX and therefore the XXXX NOD and XXXX NOT were void. Theres No Substitute Trustee listing XXXX as Trustee, therefore XXXX NOD and XXXX NOT were void. Shellpoint, XXXX XXXX and XXXX did not have standing to foreclose on the Subject Property because none of them was the lender under the Loan, the holder of the Note, or the holder of a beneficial interest in the Deed of Trust. The Notice of Default ( NOD ) was unlawfully recorded in XXXX. Defects in the foreclosure process and the authority of XXXX to foreclose on my property. XXXX XXXX and Shellpoint lacked authority to appoint the Substitute Trustees. Foreclosure actions of Shellpoint and XXXX have resulted in borrower being threatened with the loss of the property. Shellpoint and XXXX intentionally, knowingly and recklessly misrepresented to me those agents of Shellpoint and XXXX were entitled to exercise the power of sale provision contained in the Deed of Trust. In fact, Shellpoint, XXXX XXXX, and XXXX were not entitled to do so and have no legal, equitable, or actual beneficial interest whatsoever in the subject property. Shellpoint, XXXX XXXX and XXXX began their fraudulent foreclosure proceedings, Shellpoint, XXXX XXXX and XXXX were not acting in good faith while attempting to collect on the subject debt. Shellpoint, XXXX XXXX and XXXX committed the acts set forth above with complete ; utter and reckless disregard of the probability of causing homeowner ( me ) to suffer severe emotional distress. As an actual and proximate cause of Shellpoint, XXXX XXXX and XXXX attempt to fraudulently foreclose on my home or claim of the right to foreclose on my home, I have suffered severe emotional distress, including but not limited to lack of sleep, XXXX, and XXXX. Shellpoint and XXXX committed fraud by filing a fraudulent assignment of mortgage from XXXX to Shellpoint ( as servicer ). XXXX filed NOD with actual knowledge that the averments and representations made in those papers were false. XXXX had actual knowledge of the falsity of any averments and representations made on behalf of the current servicer of the mortgage. Throughout the foreclosure action, Shellpoint and XXXX have represented that XXXX XXXX owns and holds the note and mortgage. I request a determination of the rights, obligations and interest of the parties with regard to the subject property, and such determination is necessary and appropriate at this time under circumstances so that all parties may ascertain and know their rights, obligations and interests with regard to the property. I request a determination of the validity of the Trust Deeds as of the date the Notes were assigned without a concurrent assignation of the underlying Trust Deeds. I request a determination of the validity the XXXX NOD. I request a determination of whether XXXX XXXX and XXXX have authority to foreclose on subject property ( my property ).
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- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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The XXXX XXXX XXXX XXXX of XXXX XXXX XXXX. XXXX XXXX ( XXXX. XXXX, XXXX ) authorizes the Department of Treasury to administer XXXX and distribute {$9.00} XXXX to the states, territories, and tribes to help homeowners facing hardships caused by the XXXX pandemic. Funds must be used by XX/XX/XXXX, and target low-income and moderate-income homeowners based on area median income. A Department of Treasury XX/XX/XXXX, guidance explains that states can distribute XXXX funding to prevent mortgage delinquencies, defaults, and foreclosures, loss of utilities, and displacement. States can distribute funds so that homeowners can reinstate a delinquent mortgage and reduce the mortgage principal. Funds are sent directly to the mortgage servicer or other entity approved to receive payments, not to the homeowner directly.
This problem of a gap between an active foreclosure and receipt of XXXX funds is a serious onethe number of foreclosures soon is projected to be staggering, with the expiration of federal and most state foreclosure moratoria and Consumer Finance Protection Bureau ( CFPB ) federal pre-foreclosure protections. Unfortunately, the CFPB has failed miserably in enforcing such protections they put in place to protect homeowners such as myself because mortgage servicers such as XXXX XXXX XXXX Bank and Shellpoint have conspired together to steal peoples homes from them by illegally foreclosing on them. You see, XXXX XXXX XXXX Bank ( See Complaint ID : XXXX ) and Wellpoint in XXXX case ignored dealing with the NM XXXX XXXX XXXX XXXX would not receive any HAF XXXX Program funds to help homeowners like myself reinstate my delinquent mortgage and reduce the mortgage principal. I am sure I am the first they did this to obtain a foreclosed property as this was a very common pattern with XXXX XXXX XXXX Bank in regard to auto loans, which appears they have been applying this same method to mortgage loans as well. I am a former employee of XXXX XXXX XXXX Bank in which I work there for over 5 years performing collections on past due auto loans, but the main objective was to trick, conceal truths, and to persuade the customer to divulge the location of their vehicle they were hiding. My recorded phone conversations would indicate that I had established a payment arrangement to bring the account current, but my co-workers would use their personal cell phones to pretend to be confirming these payment arrangements when in fact they were working to repossess the vehicle. Our office was number XXXX for several years with the most repossessions average about XXXX per month and over XXXX per year. The repossessed vehicle would be sold at an auto auction only attended by dealerships contracted with XXXX XXXX XXXX Bank and they dealership would finance the original auto loan, would have the first bid option to purchase back the vehicle. The dealership would then finance this same vehicle to another customer and the same thing would happen over and over again. I knew something was not right as soon as I was hied by XXXX XXXX XXXX Bank, but the pay was too good to quit, so I looked the other way. After a year of working there, I was able to purchase my first home with the help of my parents who put down close to $ XXXX from their retirement funds as a down payment so I would have low monthly payments that I could afford to make every month. A that time I was now a homeowner and started asking questions because I did not want to be caught doing something illegal that could lead me to lose my new house. A short time later, XXXX XXXX XXXX Bank bought my mortgage loan from I believe was Bank XXXX XXXX which was my parents bank they did business with, and I later learned XXXX XXXX XXXX Bank bought my mortgage to use as leverage against me to keep me silent about the bank fraud I was witnessing. After 5 years of working for XXXX XXXX XXXX Bank, I was now required to became an active participant in this bank fraud which I refused. I did not believe that upper management was aware of this bank fraud, so I explained to them in an internal email how I was seeing XXXX XXXX different auto loan with different customer names, but all these loans were for the same vehicle. The dealership was buying back the repossessed vehicle for 10 % of the outstanding loan balance and the customer was responsible for the other 90 % of the past due loan balance plus legal fees. For example, if an auto loan was financed for $ XXXX and the vehicle had a balance of $ XXXX remaining an the vehicle was repossessed, they dealership would buy back the vehicle for $ XXXX and the customer would need to pay back the $ XXXX and they lost their vehicle and the same dealership would then finance another auto loan through XXXX XXXX XXXX Bank again with a different customer for around $ XXXX again as an example. This happening to over XXXX customers per month just in XXXX XXXX alone was generating XXXX of dollars per month profit for XXXX XXXX XXXX Bank as well as the dealerships. So, when upper management flew out to our office in XXXXXXXX XXXX XXXX, I assumed they were coming to address my concerns about fraud I had outlined in the email I had sent them, but instead they wanted to know why I was refusing to be an active participant in the bank fraud scheme that his bank was involved with. I advised him I did not want to lose my house and he stated that if I continue to refuse, I would be terminated, and XXXX XXXX XXXX Bank would XXXX day take my house from me. XXXX XXXX XXXX Bank were stupid enough to fight me on my claim for unemployment benefit payments as they flew dozens of attorneys to intimidate me into wanting to withdraw my claim which I refused to do. Once the judge asked me for my documentation supporting my claims of bank fraud, he was taken back at what he was seeing and immediately ruled in my favor. The judge stated to the defense of XXXX XXXX XXXX Bank that he would be forwarding copies of my documentation to local, state, and federal authorities. I also filed complaints with state and federal agencies against XXXX XXXX XXXX Bank which ultimately led to XXXX XXXX XXXX Bank having to close all their offices as well as all their bank branches in the State of XXXX XXXX
If a homeowner is more than 120 days past due, the CFPBs mortgage servicing regulations permit servicers to initiate foreclosure immediately after the end of the forbearance unless a borrower submits a complete application packet. XXXX XXXX XXXX Bank had tried to do this even though I had already applied for the XXXX XXXX XXXX back on XX/XX/XXXX ( See Complaint ID : XXXX ). I again received a letter from XXXX XXXX XXXX Bank dated XX/XX/XXXX advising me their intention to foreclose on my house, but after I informed the XXXX XXXXXXXX XXXX XXXX of this letter, and then the XXXX XXXXXXXX XXXX XXXX notified XXXX XXXX XXXX Bank to cease and desist foreclosure on my house, I then received another letter from XXXX XXXX XXXX Bank, dated only 3 days later with a date of XX/XX/XXXX, which advised me that they just sold my past due mortgage loan to XXXX. ( See Complaint ID : XXXX ). Almost a month later, I received a letter from XXXX Dated XX/XX/XXXX, and in this letter, it stated that if I had been impacted by COVID-19, you may qualify for a forbearance plan. If you do qualify for a forbearance plan, you may be able to temporarily put a pause on my monthly mortgage payments, I would not be assessed any late charges, and negative credit reporting on my mortgage loan would be suspended. This means you will not be marked late for any suspended payments. Prior to the end of the forbearance period, I will need to contact them to discuss a permanent payment option and solution. Enclosed with this letter was a Mortgage Assistance Application along with supporting documentation would need to be returned by XX/XX/XXXX. On XX/XX/XXXX, I completed the Mortgage Assistance Application along with supporting documentation which is also mentioned in my complaint against XXXX XXXX XXXX Bank ( See Complaint ID : XXXX ), which I mailed to XXXX on the same day via USPS Priority Mail with USPS Tracking XXXX XXXX XXXX XXXX XXXX XXXX XXXX. USPS Website showed this envelope had been delivered to their XXXX XXXX XXXX at XXXX on XX/XX/XXXX, in XXXXXXXX XXXX XXXX XXXXXXXX. I then called Shellpoint on XXXX XXXX, and spoke with XXXX XXXX at XXXX, who advised me that they had received my Mortgage Assistance Application and my status at this time was that it was in a pended status which meant it was still under review at that time. She then wanted to know when I would be making a payment to bring my account current which I thought was strange as I had just discussed with her about my Mortgage Assistance Application which was supposed to allow me to temporarily put a pause on my monthly mortgage payments, but she was trying to collect a payment from me. I then advised her I had also applied for the XXXX XXXX XXXX back on XX/XX/XXXX, and that they had received the letter from the XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX, and that they had responded back with their answers in the portal back on XX/XX/XXXX. She wanted to know if I wanted to move my past due mortgage payments to the back end of my loan. I replied no as I wanted to see if my Mortgage Assistance Application was approved, and I also wanted to see how much money the XXXX XXXXXXXX XXXX XXXX was going to pay from the XXXX XXXX XXXX once my application was finally approved with XXXX now being my mortgage servicer. She stated she would follow up with me in a week with a phone call from Shellpoint. I then sent an email to the XXXX XXXXXXXX XXXX XXXX advising I had just spoke with XXXX XXXX at Shellpoint advising me that they had responded back to their agency through the portal back on XX/XX/XXXX. I then received an email response back from the XXXX XXXXXXXX XXXX XXXX advising me that they in fact did not hear back from Shellpoint until XX/XX/XXXX. They also advised me that they had sent a Re-Quote through the Portal the prior day which would have been on XX/XX/XXXX, but it could take up to an additional 14 days to get this Re-Quote since that last quote had expired as it had been more than 30 days since getting this last quote.
A few days later, I started receiving numerous collection calls per day from XXXX in which I needed to call XXXX XXXX at XXXX and almost every call was from an unknown caller which was weird as it was not showing a phone number under my call history as it only tracks missed calls which have a phone number attached to the phone call. On XX/XX/XXXX, I sent an email to XXXX XXXX to get an update on their requote because I was receiving collection calls from Shellpoint. I was advised they were still waiting for the Re-Quote and that once it was received, my application would have to go through a second review. I was also advised that this program is a bit lengthier that the last one since they are now having now verify the loans directly through the mortgage servicer and can be quite time consuming. This now makes sense why XXXX XXXX XXXX Bank had refused to work with the XXXX XXXX to wait for payment as they did not want to deal with this time consuming application process and instead tried to foreclose on my house instead, but again once XXXX XXXX XXXX learned that they were trying to illegally foreclose on my house as stated in their letter dated XX/XX/XXXX, of their intention to foreclose on my house, XXXX days later, XXXX XXXX XXXX sent me a letter dated XX/XX/XXXX, that they had just sold my past due mortgage loan to Shellpoint ( See Complaint ID : XXXX ). On XX/XX/XXXX, I finally returned XXXX of XXXX XXXX phone calls from Shellpoint and spoke with XXXX XXXX at XXXX regarding my past due mortgage loan. I asked him about my Mortgage Assistance Application, and he stated it was still in a pended status as it was still being reviewed as to whether it would be approved or not. He wanted to know the reasoning for my request for a mortgage forbearance and how I had been impacted by the Covid-19 Pandemic. I told him that I had it all written out in my Mortgage Assistance Application, but he wanted to hear it from me. I explained to him how XXXX XXXX XXXX Bank had bought my mortgage loan from my previous mortgage servicer when I was a former employee of XXXX XXXX XXXX Bank as they had terminated me when I refused to play an active role in this serious bank fraud. I then advised I had lost my job at the start of the Coronavirus Pandemic and was awarded unemployment benefit payments when the First Stimulus Package was approved by Congress. I had advised that in XX/XX/XXXX, someone had used my personal information to open a fraudulent unemployment claim in the State of XXXX XXXX when I never lived or worked in the State of XXXX XXXX I advised I believed it was the doing of XXXX XXXX XXXX Bank as they had access to my personal information, and it was retaliation against me for having all their offices and bank branches closed in the State of XXXX XXXX when I complained to state and federal agencies regarding their bank fraud practices. I then advised that I had filed a complaint against a state agency in XXXX XXXX regarding my stolen unemployment benefits and this state agency along with the governor of XXXX XXXX XXXXd found me guilty of filing a fraudulent unemployment claim with the State of XXXX XXXX when in fact I was the victim of this same crime, and then became a victim a second time when my checking account was forced to by closed and my checking account balance was {$3700.00} at this time and this money was then stolen from me as to this day, I never received my money back even though the State of XXXX XXXX admitted to a State Senator as well as to federal agencies that I had been wrongfully accused of this crime. As a result of this stolen money, it helped me to be able to apply for the XXXX XXXX XXXX and allowed me to be approved XXXX prior times and at this time I was hoping to be approved for a third time as well. XXXX XXXX at Shellpoint then stated he would send me a letter in regard to all my payment options he had previously discussed with me.
I believe on XX/XX/XXXX, I received the letter from XXXX XXXX as Shellpoint dated XX/XX/XXXX, that I had to pay the past due balance of my mortgage loan, which was {$5700.00} by XX/XX/XXXX, to avoid foreclosure on my house. Nothing in this letter address my Mortgage Assistance Application as to whether I was approved or not. It was like the just totally ignored my application all together which is what XXXX XXXX XXXX Bank had done when they ignored my application to extend my Unemployment Forbearance Program an additional XXXX months, and they instead chose to try to illegally foreclose on my house. I immediately emailed a copy of this letter to the XXXX XXXX XXXX XXXX XXXXd they responded back to me on XX/XX/XXXX, advising me that they had just reached out to their contact at XXXX, XXXX XXXX, and requested an update on the Re-Quote. She apparently had responded back in the portal that she would have a response no later than tomorrow, that being XX/XX/XXXX. The change from XXXX XXXX XXXX Bank to Shellpoint occurred back in XX/XX/XXXX, which required additional verification regarding the new loan before they could even reach out to Shellpoint. Apparently, Shellpoint was taking their time in providing information to the XXXX XXXX New Mexico so they could drag this process past the deadline of XX/XX/XXXX, so they could then foreclose on my house and in order for me to keep my house after this deadline, I would need to payoff the remaining balance of my mortgage loan which would be impossible for me to do and Shellpoint was well aware of this which is why they were being quick to foreclose on my house. I then sent an email to XXXX XXXX at XXXX asking him to have XXXX XXXX at Shellpoint provide a Re-Quote to the XXXX XXXX XXXX XXXX as soon as possible through the portal. But XXXX XXXX at XXXX chose to ignore my request and emailed me another collection letting me know that I needed to make a payment on my past due mortgage loan, and nothing indicated in this email referring to the XXXX XXXX XXXX involving my application process.
I then received an email on XX/XX/XXXX, in which they still had not received a response from Shellpoint regarding the Re-Quote and then received another email a short time later asking me if I wanted XXXX XXXXXXXX XXXX XXXX to facilitate a conference call with XXXX XXXX at Shellpoint. I replied back agreeing to this as I understood that my XXXX XXXX XXXX application would not be determined until either early XX/XX/XXXX to XXXX XXXX or by this time, it would be too late to stop the foreclosure proceedings on my house. I wanted to speak with XXXX XXXX at Shellpoint along with XXXX XXXX XXXX XXXX to see if we could move this deadline to the end of XX/XX/XXXX in order to avoid my past due mortgage loan going into foreclosure. But instead, XXXX XXXX at Shellpoint ignored the email from XXXX XXXXXXXX XXXX XXXX. Apparently since XXXX XXXX failed to keep her work about putting the Re-Quote in the portal for XXXX XXXX to use this information to process my XXXX XXXX Application and since XXXX XXXX failed to respond to the email request from the XXXX XXXXXXXX XXXX XXXX regarding the conference call involving myself, the XXXX XXXX XXXXXXXX XXXX XXXX decided not to wait until XX/XX/XXXX to complete my XXXX XXXX Application process. You see, on XX/XX/XXXX, I received an email from XXXX XXXX at XXXX XXXX XXXXXXXX XXXX XXXXXXXX advising me that I had been approved for assistance from the XXXX XXXX Homeowners Assistance Fund ( HAF ). My approved award amount is XXXX and to allow at least 14 days for processing. Again, my past due mount I need to pay Shellpoint according to XXXX XXXX letter date XX/XX/XXXX, is {$5700.00} and there is an unapplied balance of {$400.00}, and again Shellpoint will be receiving {$6400.00} form the XXXX XXXX XXXX plus the {$400.00} will also cover my XX/XX/XXXX mortgage payment as well making my next mortgage payment due on XX/XX/XXXX, which I plan to make on XX/XX/XXXX once Shellpoint applies my approved award amount is XXXX to my past due loan balance which again is greater than the {$5700.00} that Shellpoint is requesting by XX/XX/XXXX to avoid foreclosure.
My fear now is that Shellpoint will either refuse or delay applying my approved award amount is XXXX to my past due mortgage loan balance, giving them the freedom to foreclose on my house as I would not meet the XX/XX/XXXX, deadline. You may think I am being paranoid, but then why has Shellpoint been so deceptive with its collections practices with me when they refused to even process my Mortgage Assistance Application when I spent several hours a day for XXXX straight days on completing this application only to have it ignored by Shellpoint. Why did Shellpoint ignore my Mortgage Assistance Application, the same reason XXXX XXXX XXXX Bank ignored my Mortgage Assistance Application, which is they would rather foreclose on my house rather than accept money from the XXXX XXXX XXXX which would bring my mortgage loan current. Why was XXXX XXXX only interested in me paying the past due mortgage balance instead of working with the XXXX XXXX XXXX XXXX regarding my HAF XXXX Application was so he could get a very large financial bonus for being able to foreclose on my house where he would probably get a high XXXX for bringing my past due mortgage loan current. And why did both XXXX XXXX and XXXX XXXX at XXXX completely ignored the requests from the XXXX XXXXXXXX XXXX XXXX was so they could string out the XXXX XXXX Program Application process past the XX/XX/XXXX, deadline so they could then again have the legal right to foreclose on my house.
The State of XXXX XXXX can condition foreclosure activity on the lender or servicer by providing meaningful information about the XXXX XXXX XXXX to homeowners and pausing the foreclosure process to give eligible homeowners a chance to access these funds. Unfortunately, the State of XXXX XXXX does not enforce this and the federal government, your agency, should step up to the plate and actually enforce this so people such as myself dont lose their house. But I am not the only person this is happening to as hundreds, maybe even thousands of other homeowners may be in the same boat as me. While the Treasury Department has approved the XXXX plan for XXXX states including my state, states cant open their application portals until they finalize contracts with service providers, execute servicer collaboration agreements, and complete other administrative and logistical details. Only XXXX states including my state are now accepting XXXX applications. The problem here is servicers such as XXXX XXXX XXXX Bank and XXXX have decided to ignore the HAF applications and continue to collect on the past due mortgage payments and if the homeowner cant bring their account current on their own, then their home mortgage loan account goes into foreclosure. XXXX XXXX XXXX Bank tried to do this when the ignored the fact that I had applied for the XXXX XXXX XXXX and tried to illegally foreclose on my house by refusing to cooperate with the XXXX XXXX XXXXXXXX XXXX XXXX and when they informed XXXX XXXX XXXX Bank to cease and desist foreclosing on my house, XXXX XXXX turned around apparently either the same day or the following day and sold my past due mortgage loan to XXXX, a collection agency. XXXX did the exact same thing XXXX XXXX XXXX Bank did which was to ignore the XXXX XXXX XXXXXXXX XXXX XXXX which then actually sped up my XXXX application process in which I was then immediately approved. But because of these delays by mortgage servicers such as XXXX XXXX XXXX Bank and XXXX in communicating through the portal which is linked to the U.S. Department of the Treasury, by the time homeowners can apply for the XXXX XXXX Program, they may already be facing the initial stages of a foreclosure such as my case with both XXXX XXXX XXXX Bank and Shellpoint, or may be in active foreclosure and thank my lucky stars I did not end up here! By mortgage servicers such as XXXX XXXX XXXX Bank and Shellpoint delaying providing information which is needed to process the XXXX XXXX program application, they are in fact delaying the funding process so when the funds are finally released, these funds may be received too late to prevent foreclosure or, at a minimum, to prevent additional foreclosure-related fees and charges added to the loan accounts, which will make resolution of the delinquency more costly.
Again, mortgage servicers such as XXXX XXXX XXXX Bank and Shellpoint are fully aware of this, and this is why they are using their stall tactics when it comes to XXXX applications and the delay in getting them processed so they can then go ahead and foreclose on a homeowners house. One can anticipate large numbers of homeowners eligible for XXXX who can not access the funds in time to avoid foreclosure or a foreclosure proceeding. Again, this almost happened to me as XXXX XXXXXXXX XXXX XXXX had previously advised me it be early to XXXX XXXX, which is when they projected they would have completed my XXXX XXXX Program application, but because Shellpoint was trying to foreclose on m house by giving me a deadline of XX/XX/XXXX, and they were ignoring all requests in the portal or from emails from the XXXX XXXX XXXX XXXX went ahead and immediately approved my XXXX XXXX XXXX application. It appears now that as soon as these forbearance programs end, homeowners in such programs will have to work with their loan servicers to create a plan to repay the forborne payments. But again, in my case, both XXXX XXXX XXXX Bank and Shellpoint both sent me Mortgage Assistance Applications with the belief they were going to help me stay in my house, but then turned around and did the exact opposite, they both tried to foreclose on my house. XXXX XXXX XXXX should be a vital tool to help homeowners become current on their past due mortgage loans when their servicers do not offer affordable options to repay missed payments and the catch is, only if HAF payments can be received prior to the home being foreclosed. Again, sorry to sound like a broken record, but mortgage servicers such as XXXX XXXX XXXX Bank and XXXX are ignoring XXXX all together and either the homeowner brings their past due mortgage current themselves to meet the deadline given to bring your mortgage loan current or then have your house go into foreclosure. This happened first with XXXX XXXX XXXX Bank and then when they sold my past due mortgage loan to Shellpoint, Shellpoint also sent me a letter giving me until XX/XX/XXXX, to bring my mortgage current or my house would go into foreclosure.
I strongly believe this problem is going to explode as no one seems to be policing the mortgage servicers such as XXXX XXXX XXXX Bank and Shellpoint as they seem they have created a huge gap between an active foreclosure and the receipt of XXXX Funds is a serious one as it again al most happened to me as my XXXX application was project to be completed sometime in XX/XX/XXXX, but Shellpoint was giving me a deadline of XX/XX/XXXX to avoid my past due mortgage loan going into foreclosure. I strongly believe this was done intentionally by Shellpoint as they had no intention of wanting to receive funding from XXXX to bring a mortgage loan current as they much prefer to be able to foreclose on the property as this would be much more financially beneficial for the mortgage servicer such as XXXX XXXX XXXX Bank and Shellpoint. I also strongly believe the number of foreclosures will soon be projected to be staggering, with the expiration of federal and state foreclosure moratoria and Consumer Finance Protection Bureau ( CFPB ) federal pre-foreclosures protections, but not sure which protections you were enforcing as none were enforced to help prevent my house from being illegally foreclosed on. By the actions that these mortgage servicers such as XXXX XXXX XXXX Bank and Shellpoint appear to be immoral and most likely illegal in their efforts to foreclose on a house rather than work to have XXXX funds applied to a homeowners account, so their past due mortgage account becomes current. The XXXX XXXX XXXX XXXX ( CFPB ) again really needs to step up to the plate now and prevent all these foreclosures that are going to be taking place in the weeks and months to come. People should not be losing their house because the XXXX Funds could not be given to their mortgage servicer in time to prevent a foreclosure. I lost many nights of sleep, was stressed all the time, and my work production all suffered as a result of these mortgage servicers XXXX XXXX XXXX Bank and Shellpoint both refusing to work on making sure my XXXX application was approved and were willing to wait until the XXXX funds were disbursed instead of trying to foreclose on my house in an effort to basically steal my house from me when in fact I have been a victim of the XXXX XXXX which is the entire reason for the XXXX funds in the first place which is to keep a person in their house so it is not taken away form them. XXXX is going to fail numerous people, it could be thousands as recently it was reported that XXXX homeowners are still on some type of Forbearance Program and if mortgage servicers such as XXXX XXXX XXXX and XXXX are not policed in regard to XXXX Funding, then thousands of people within fact lose their houses and HAF will look like a complete failure. Just keep mind, what happened to me could not only happen to you, but it could happen to a family member, a relative, a friend, a co-worker, and even XXXX of your neighbors! You have the power to prevent this and I am hoping with the information I have provided you in my complaint, I am hoping you can help other keep their houses when I asked for your help, you just looked the other way. I really hope your agency steps up to the plate and really decides to help other struggling homeowners stay in their house, so they dont lose their houses to mortgage servicers such as XXXX XXXX XXXX Bank and especially to Shellpoint. Again, my fear is that Shellpoint will either sit on this money or not even apply this money to my past due mortgage loan so they could then go ahead and foreclose on my house.
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| 07/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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We would like to File a complaint against Shellpoint Mortgage Loan Servicer. We have been in mediation for almost 2 years due to errors on Shellpoints part as well as their refusal to participate in the mediation process in good faith. Shellpoint representatives have given misinformation as well as outright lied during the 17 mediation conferences. The numerous times they sent representatives to our home, even though the delay in resolution was their fault, feels like harassment ( not to mention the risk to our family 's health! ) -During the very first mediation conference on XX/XX/XXXX, the lawyer for Shellpoint told us that her client said we were not eligible for a loan modification because we had already had two modifications and that was the maximum allowed. That was not correct and we requested proof of the modification they claimed was given on XX/XX/XXXX.
-Shellpoint asked for an extension several times spanning several months to provide this proof. After several months of our Housing Counselor requesting an update from Shellpoints lawyer and then the lawyer reaching out to her client, Shellpoint eventually admitted that their system was incorrect as there was no modification in XXXX. We submitted a new loan modification application through our counselor. Shellpoint claimed documents that were included with the application were missing. We submitted documents several times. Our counselor even expressed her frustration as she could see the documents they were requesting were included. However, we submitted everything that was requested right away. We finally received a letter from Shellpoint stating our application package was complete. We expected an answer at our XXXX meeting.
-Our XX/XX/XXXX Mediation meeting was cancelled due to the Pandemic. We had still not received an answer from Shellpoint about our modification application.
-On XX/XX/XXXX, a Shellpoint representative came to our house and handed our son a 4506-T tax form and another package to complete for a loan modification application. We contacted our counselor and she confirmed that she had not received a request from Shellpoint for this tax form and had not received an update on the loan modification application that we had already submitted. I expressed my frustration that someone had come to our house and been in close proximity to my son during the pandemic and the Governors Emergency orders. She agreed that their behavior was not acceptable.
-On XX/XX/XXXX, we reached out to our counselor to see if she had received any updates. She reached out to the Shellpoint lawyer and the lawyer reached out to Shellpoint. Shellpoint did not respond.
-On XX/XX/XXXX, Shellpoint sent another representative to our home to give us another application for a loan modification even though they had not given an answer about the application we had already submitted. I was extremely frustrated by this harassment as well as the fact that they were putting my family at risk from the virus! I emailed the Attorney General for our state, explaining Shellpoints behavior and copied Shellpoints Loss mitigation email address. In XXXX, we received a letter from Shellpoint stating they received my email to the Attorney General, and that no error has occurred in the servicing of the loan.
-On XX/XX/XXXX, We received a letter that the Mediation Meeting was scheduled for XX/XX/XXXX through XXXX. On XX/XX/XXXX, Shellpoint again sent a representative to our home to give us a modification application package. I sent an extremely angry email to Shellpoints Loss Mitigation Department as they knew we were in mediation and we had a mediation meeting scheduled in two weeks! I also made it clear that they were not to send anyone to our house. They did not respond.
-At the XX/XX/XXXX Mediation Meeting, Shellpoint requested we submit a new loan modification application with more recent documents. We submitted all the requested information to our counselor on XX/XX/XXXX and she forwarded to Shellpoint. She followed up with Shellpoints Attorney on XX/XX/XXXX and nothing else was requested at that time.-On XX/XX/XXXX, Shellpoint requested a few documents and we submitted them to our counselor on XX/XX/XXXX.
-On XX/XX/XXXX, we received a letter from Shellpoint stating our modification application had been denied because we had already had too many modifications. So here we were almost exactly a year later, with Shellpoint still giving the same incorrect response, even though they had stated at the beginning of the year that the problem was fixed. In addition to this frustrating letter, they sent someone to our house again. My husband asked why they were coming to our house, and the representative said because they have not been able to get in touch with us. Im not even sure what to do with that statement as we had been very involved with the mediation process and responded to everything that came through our counselor. In addition, the people Shellpoint sent to our house were not wearing masks. At this point, the Governors Emergency orders included a mask mandate. Our counselor reached out to Shellpoints Attorney. She also requested the mediator sit in on the next mediation meeting scheduled for XX/XX/XXXX. The mediator stated that Shellpoint was to have their system fixed by the next mediation scheduled for XX/XX/XXXX XXXXOn XX/XX/XXXX, Shellpoints lawyer suggested the meeting be cancelled because they did not have a response from Shellpoint regarding the alleged modification from XXXX. We chose to continue with the meeting to express our frustration to Shellpoints representative. During the meeting, the mediator expressed to the Shellpoint representative that if they did not have their system fixed with regards to the phantom modification by the next mediation meeting in XXXX, he would recommend to the courts that the Foreclosure action be dismissed with Prejudice.
-On XX/XX/XXXX, we received a letter from Shellpoint stating we had been approved for a loan modification and the payments were {$2000.00}. That was much higher than we were expecting but we wanted to get this resolved. At the XX/XX/XXXX meeting, we asked how these numbers were calculated and the Shellpoint representative, Mr. XXXX, wasn't particularly helpful. The mediator stressed to Mr. XXXX, that the fees and interest being charged were to be adjusted because it was Shellpoints error that created this delay. Mr. XXXX agreed and he also stated that Shellpoint could do a 40 year term to lower the payment. We left this meeting thinking our actual mortgage payment would be lower once we completed the trial payments. We started making our trial payments with the first one due on XX/XX/XXXX. The next mediation meeting was scheduled for XX/XX/XXXX. We continued to make the trial payments on time.
-On XX/XX/XXXX, our counselor forwarded an email to us from Shellpoints lawyer stating My client is proposing to defer the principal amount of {$25000.00}, which is the principal which was due during the year XXXX. That amount would be due as a balloon payment at the end of the loan. By structuring the loan in such a way, the interest would be waived in the future. We werent clear on how this affected the payments, fees, or the actual interest. Shellpoints lawyers response was for us to contact Shellpoint directly. We called Shellpoint customer Service and were directed to Loss mitigation. The Loss mitigation person, XXXX XXXX didnt know what we were talking about. When we explained that we were in mediation, they said they couldnt talk to us and said that we should reach out to Shellpoints lawyer. We never got that information clarified.
-On XX/XX/XXXX, we received a permanent modification offer from Shellpoint with a monthly payment of {$2000.00} for 172 months and a balloon payment of {$260000.00}. No fees or interest had been adjusted and it was a XXXX year term. The date the signed modification was due back to XXXX was XX/XX/XXXX. A mediation meeting was scheduled for XX/XX/XXXX so we could address our concerns with XXXX XXXX before the due date. At that meeting, Mr. XXXX stated that this modification was a standard one but that they would send us a modification that they had manually put together. The mediator repeated to Mr. XXXX that fees and interest were to be adjusted and XXXX XXXX agreed. Mr. VXXXX was to have the new modification ready by the next mediation meeting which was still scheduled for XX/XX/XXXX.
-On XX/XX/XXXX, Shellpoints lawyer cancelled the meeting for the next day because she had not heard back from her client regarding the permanent modification. The meeting was rescheduled for XX/XX/XXXX. On XX/XX/XXXX, Shellpoints lawyer again requested to reschedule the meeting because she still had no response from Shellpoint. The meeting was rescheduled to XX/XX/XXXX. A modification had not been received before this meeting. The mediator stated that if a permanent modification was not received by XX/XX/XXXX, he would recommend to the courts that the action be dismissed with Prejudice. At XXXX XXXX on XX/XX/XXXX, Shellpoints lawyer forwarded the permanent modification to our housing counselor. Unfortunately, the payment amount for this modification was {$2800.00}, an increase of {$740.00} above the trial payment. Fees and interest had not been adjusted. There were discrepancies about the length of the term ( one spot said 186 months, another stated 168 months ). The payments were to begin on XX/XX/XXXX which was more than a year prior. We emailed our concerns but did not receive a response. On XX/XX/XXXX, We sent the following email : Good morning everyone, On Friday ( XX/XX/XXXX ) we did not receive any explanations from Shellpoint regarding the modification and we obviously did not receive any on Monday ( XX/XX/XXXX ). I am quite perplexed and dismayed as to how we move forward from here.
I do believe a brief recap is in order at this point. Maybe this will bring some clarity to the issues at hand.
In early XXXX my wife reached out to Shellpoint to see about getting a loan modification. Due to unforeseen issues we had fallen behind in our mortgage. We filled out the application as best we could and sent it in. We shortly received a letter saying that the application was incomplete and that we needed to complete it. There was never any mention of what was missing from the application. This became a recurring theme with this process. We would send in what we thought was a complete application and we would receive a letter stating it was incomplete. We attempted to call our Point of Contact and would leave a message. My wife was never able to speak directly with someone. We would either get a voice message from them ( sometimes ) or a letter. At this point my wife and I weren't sure what to do, so we had an attorney review and advise us what they felt might be missing. We sent that completed application in and again received a letter stating the application was incomplete. Also at this time, the attorney suggested we reach out to * Our housing counselor* and begin the mediation process, which we did. This was in XXXX of XXXX. When we received the last letter about the incomplete application, I tried calling our new Single Point of Contact and spoke with Mr.XXXX. He began to provide me with the items that were missing or incomplete. I asked him to send that to me in an email to avoid any additional misunderstandings, which he did. We provided him with that information and I followed up with him to verify that all was in order. He informed me they now had a complete application. It was at this point that I asked him for an explanation of the modification process ( since I was not familiar with it ) and he explained it to me. He told me that you could have 3 modifications in a 5 year timeframe ( with cause obviously ). But, you had to wait 1 year between the 1st and 2nd and at least 2 years between the 2nd and 3rd. I asked him if he could see any issues with ours and he indicated he did not. This is an important point. At that time, in XXXX of XXXX, there was NO 2nd modification on our record/file.
On to mediation. The first meeting was scheduled for early XXXX of XXXX. It was at this first meeting that Shellpoint indicated we did not qualify for a modification since we had already had 2 previous modifications. Please recall that in XXXX of XXXX, I was told that there was only 1 modification indicated on our account. So, somewhere between XXXX of XXXX and XXXX of XXXX, Shellpoint had either misread or had corrupted our account. This inability of Shellpoint to first acknowledge their mistake and to then correct it led to a string of meditation meetings where nothing was accomplished other than for them to request more time, which was granted. I believe sometime around XXXX of XXXX *The Mediator* joined our mediation meetings. My impression is that he was a bit surprised as to the amount of time this had been taken. He indicated that this needed to be corrected and done sooner rather than later. This was the first time that mention of Dismissal had been raised. Shellpoint asked and was given additional time and again failed to meet that date, which I believe was in XX/XX/XXXX. At this point Shellpoint was given 1 additional extension to correct the account. But it was with the understanding that if that date was missed, then there was a high likelihood of this being recommended to the courts for Dismissal with Prejudice. Shellpoint succeeded. Hurrah! No more second modification.
In this XX/XX/XXXX meeting, we were given a trial payment of {$2000.00} due on the first of each month beginning on XX/XX/XXXX. We have been making those payments since that date in anticipation of a final modification. We asked some questions during that meeting about the proposed modification and was told the interest rate was 5.625 % and it was for 40 years. A quick calculation with that term, interest rate and the principle that was outstanding did not indicate a payment of {$2000.00}. I believe it was Mr. XXXX ( I apologize for the spelling ) indicated that the principle also included all interest that was due from the time the first payment was missed and all legal/other fees that were incurred during that same time. That was when some disagreement occurred. I felt, as did the mediator, that we should not be held accountable for the interest and fees that accrued during the time the delay in getting a modification together was Shellpoint 's mishandling of the account. Shellpoint 's representative indicated he would look into this.
Shortly after making the 3rd trial payment, we received a loan modification in the mail XXXX XX/XX/XXXX ) with a due date that was before our next scheduled mediation. This modification was not what had been discussed nor was it acceptable. We moved up the mediation and during that call Shellpoint 's representative indicated that we should ignore that one because they were manually generating one for us. As a side note, I am still receiving emails from Shellpoint asking us to send in that modification signed and notarized. Shellpoint again asked for additional time, which we agreed to since we thought this was finally coming to a conclusion. The day before the next mediation, Shellpoint again asked for additional time, and we again agreed. But this time *the mediator* indicated that a modification had to be presented by that day ( XX/XX/XXXX ) or they risked again having this case recommended to be Dismissed with Prejudice. Shellpoint submitted a modification at XXXX XXXX on XX/XX/XXXX. After reviewing it, this again does not agree with what had been discussed on previous occasions. There are just inaccuracies in this modification. The amounts are inaccurate and the dates make no sense. I firmly believe that XXXX put this modification together to meet that XX/XX/XXXX deadline. I do not think they put any real time into trying to create an acceptable modification.
Questions were asked about this modification and vague answers were supplied by another of Shellpoint 's attorneys. But when additional questions were raised because of those answers, he deferred to someone else.
So that is a very abbreviated recap of this nightmare that my wife and I have been living over the last 2 years. Some of the dates may be slightly off as well as some of my recollections, but this a fairly good recap of what has transpired. I would like to point out the negative toll this has taken on our personal lives, our health and our financial future. I'm not sure where we go from here,, I just know that it needs to somehow end. So along those lines I put together the framework of a modification that I believe should be acceptable to everyone. It's a little crude and is based on numbers that Shellpoint provided a few months ago, so they may need to be tweaked. I also reduced the interest rate by one point. I felt this was fair, because if Shellpoint had not mishandled our account from the beginning ( 2+ years ) ago, we would have or would be in a position to refinance and take advantage of the historically low interest rates now available. But because of Shellpoint 's mishandlings, lack of willingness to work with us and not in keeping with the goals behind the mediation program I felt this was fair.
I look forward to any and all comments. I would hope that we can look forward to completing this by the end of the week. Again I apologize for any ramblings, misspellings or if I inadvertently offended anyone. That is never my intent, I would like to just get this done.
Thank you ( Below are the amounts we used to make our offer to Shellpoint ) Principal due {$260000.00} Interest and other fees : Interest due {$21000.00} ( 17 payments x {$1200.00} in interest due : {$21000.00} ) Escrow {$8700.00} ( Advanced escrow ) Legal Fees {$1800.00} ( Legal fees until XX/XX/XXXX ( mediation, etc ) ) Other fees {$310.00} ( Other fees until XX/XX/XXXX ( Appraisals, mail, etc ) ) Total {$31000.00} Less all ready paid {$6200.00} ( Interest from 5 trial payments = 5 x {$1200.00} ) Total {$25000.00} Total Principal {$290000.00} loan amount {$290000.00} interest rate 4.625 loan term ( years ) 40 Taxes and Insurance {$410.00} Total Monthly Payment ( PITI ) {$1700.00} actual monthly payment total interest paid {$310000.00} -On XX/XX/XXXX Our counselor reached out to Shellpoints lawyer to see if she had received a response and to make sure that Shellpoint would have a decision maker available for the XX/XX/XXXX mediation. Shellpoints lawyer replied I have been advised by my client that the total amount due cited by your client is incorrect. Also, I have been advised that the maturity date can not be extended, due to investor restrictions, so that a balloon or deferment is required.. The mediator responded to Shellpoints lawyer thanking her for the response and asking her to make sure her client is aware that someone who has actual decision making ability for Shellpoint be available at the next meeting. He also expressed concern that the offer presented on the last day of the deadline was not presented in good faith.
-On XX/XX/XXXX, we had another mediation meeting. The first statement from the Shellpoint representative was that they would not be adjusting any interest charges. Apparently Shellpoint wanted to pass the loss to the investor and the investor refused. Since the investor was not willing to absorb the loss, Shellpoint was not willing to adjust the interest even though they had agreed to that stipulation several times. He did say that they would adjust the fees. We asked him clearly if he was a decision maker for Shellpoint or just a representative. The Shellpoint rep stated he was a rep AND a decision maker. After some discussion, we stated that we would be willing to pay the interest if we could come to an agreement about the payment amount. Our counselor asked him specifically if the term could be extended to 40 years and the interest rate reduced. He said yes to both. I asked him just to clarify that the term could actually be extended because we had received the email from Shellpoints lawyer the day before stating that the term couldnt be extended due to investor restrictions. He again stated that the term could be extended. The mediator gave him a deadline XX/XX/XXXX for the new permanent modification. The XXXX representative asked for the deadline to be moved to XX/XX/XXXX and the mediator agreed.
-On Sunday XX/XX/XXXX, a representative from Shellpoint came to our house again and taped a copy of the XX/XX/XXXX Modification Offer to our door. ( I have no words.. ) -On XX/XX/XXXX, we received the following email from Shellpoints lawyer Please see below for my clients answers to the questions posed at mediation : Can the interest rate be reduced from its current rate of 5.625 %? No interest rate reduction as of this moment.
Can the term of the loan be extended to 40 years? Maturity date extension was denied.
Can the interest that has accrued from XX/XX/XXXX to the present be waived, as this delay can not be attributed to the Borrowers? I previously advise the interest would not be waived.
At this point we are beyond frustrated. We have made 6 on time trial payments with no reasonable modification in sight. We have a meeting scheduled for XXXX XXXX XX/XX/XXXX and believe this matter will be heading to court. Shellpoint has not participated in Good Faith in the Mediation Process.
Just to clarify, we had 1 prior modification in XXXX but did not have a modification in XXXX. If Shellpoint had given us a reasonable modification back in XXXX, we would not be in this position today. Although this mediation process has been going on for almost 2 years, we have been attempting to work with Shellpoint for over 3 years. In XXXX we were behind in our Mortgage payments and we applied for a loan modification with Shellpoint. They gave us a trial payment that was higher than our original payment but since the trial payment letter stated that by making the trial payments, our term could be extended and possibly our interest rate could be lowered. We made the trial payments on time. We received the loan modification offer but the term was not extended and the interest rate was not adjusted. The payment amount was the same as the trial payments. We contacted Shellpoint and were told that the Modification offer was the only thing available. We signed the offer because we didnt know what else to do even though the payments were much higher than our original payment.
At the end of XXXX, we just couldnt afford the higher payment and again fell behind on our payments. My husband had been laid off from his job at the beginning of XXXX and although he did find a new job, it paid significantly less than his old job. In addition, his medical benefits did not cover our daughters needed prescriptions, one of which was over {$1500.00} a month. At the time, I was a stay at home mom. In XX/XX/XXXX, my husband took a third shift position so he could take on the things our daughters needed during the day and I accepted a full time position. We were trying to get back on our feet financially and I reached out to Shellpoint to again try and get our payment lowered. After several months of completing the loan packet they would send us letters stating the packet was not complete but the letters didnt say what was actually needed. While we were submitting the information to them and waiting for their response, they began the foreclosure action. Thats how we ended up in this mediation process. We are very grateful for our housing counselors help as we could not have navigated this nightmare with Shellpoint without her guidance.
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| 10/24/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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My husband and I moved here in XXXX and we started the purchase process for our new home located at ( lot XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX also known as XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX in XXXX of XXXX. We put down {$15000.00} at closing and that left {$210000.00} that extended our credit 12 CFR ( XXXX ) XXXX. We were not aware that this put a first lien on our home, XXXX XXXX. Now they want to foreclose on me, with this new contract I received today, and I was doing what I was guided to do by Shellpoint. The down payment was part of our anniversary gift. We closed on XX/XX/XXXX. My husband XXXX. XXXX XXXX passed away on XX/XX/XXXX. He never had a chance to enjoy our home, because he was so sick, he was XXXX for 8 months prior to his passing away. We worked hard for this home, not to be taken away due to so many breaches of contracts. I knew that I had to get all my business in order after the loss of my husband, so I called Shellpoint and asked what our payment was and about some concerns I had seen in our contract. I noticed the MIN # XXXX and below that XXXX phone # XXXX so I called on XX/XX/XXXX, and asked can you explain what a XXXX is, I did not get her name, she proceeded to say we monitor your mortgage payment, " I asked what my standing payments look like, and I asked this because our contract was sold to a debt consolidation agency Shellpoint '', and she said XXXX I can not help you, you need to call your Mortgage company. I said XXXX, they are not willing to answer my questions, and you just told me that you monitor mortgage payments, so why can I not get my information? She got nasty and said I am ending this call and hung up on me. In my contract, it states " XXXX '' is a XXXX XXXX XXXX XXXX XXXX XXXX XXXX is a separate corporation that is acting solely as a nominee for Lender and Lender 's successors ( thats me ) and assigns. XXXX is the mortgage under this Security Instrument. Lender " XXXX XXXX XXXX ''. So I reported this to XXXX on XX/XX/XXXX and heard nothing back from them so I sent them another report, but this time I scheduled an appointment for XX/XX/XXXX, at XXXX XXXX XXXX, I waited for a couple of hours and received an email that they wanted me to call them at XXXX XXXX. Now this was already about XXXX on XX/XX/XXXX, so I called the number they left on the email and left a message. At approximately XXXXXXXX XXXX XXXX a gentleman called me and he said his name was XXXX and how he could help. I explained to him my experience when I called XXXX and he said that he could not help me and that everything on the site is free information, yes sir that is true, however, there is a place where you can file a complaint and that is what I did and you're telling me that there is nothing that you can help me with, no XXXX. He told me to go back online and file an audit complaint. There is a fee for that. I said wait a minute you're saying you can not help me, and I need to pay for a service to get help. This is why I filed a complaint. He said mame call XXXX at XXXX and tell him XXXX sent you bye. Wait wait sir I am not done, so there is nothing that you want to help me with? No bye, XXXX was very short and rude. So as I continued looking over our contract I came across many discrepancies. It came to my knowledge about forbearance. I was able to make XXXX, XXXX, and XX/XX/XXXXXXXX payments of {$1500.00}, then I was struggling, so they said because of my loss they could help me out with a forbearance they asked if this would help, and I said please explain, so they went on to tell me this is because you're in a hardship and we want to help you out because we know how this has and can affect you. Now what they did not say was that this was going to have to be paid back and or added to the back of our loan. So as a grieving widow, I put all my trust in them, because I felt they were protecting me and our XXXX XXXX, and our best interest was that this is our primary home, however, they have me in default and foreclosure and I want to know how and why? So as I continued to read our contract line per line I noticed many things. First off " banking is NOT money lending ; to lend, a money lender must have money. The fundamental banking activity is accepting, that is, guaranteeing that some party is creditworthy a bank, by accepting a debt instrument, agrees to make specified payments if the debtor will not or can not 12 USC 1431. So then who did we borrow this money from? XXXX XXXX XXXX XXXX XXXX then sold it to XXXX XXXX XXXX then they sold it to NewRez, and now NewRez has sold it to Shellpoint, a debt collecting agency. Now the ONLY contract we ever signed was XXXX XXXX XXXX, so right there are 4 new contracts one is incomplete without the signatures of either myself, my late husband, our attorney, or the underwriter, and the other 3 contracts where are they? What is the statute of limitations for breach of contract in Illinois? The general rule is that you have five years to sue on an unwritten ( oral ) contract or agreement and ten years on a written contract. The day we were signing our contract the Notary was not present. I asked where she was and the attorney said she would sign and notarize all documents later, I said by law she has to be here to witness and verify our signatures, and our attorney said it was okay ( Security Fraud ). I have noticed that our contract had been sold multiple times and we were not aware, nor did we sign a new contract with the newly established mortgage company NewRez or Shellpoint. Then our contract was sold to a debt collection agency in an attempt to collect a debt. " Newrez LLC dba Shellpoint Mortgage Servicing is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. Newrez LLC dba Shellpoint Mortgage Servicing 's NMLS ID is XXXX. '' Shellpoint Mortgage servicing utilizes third-party providers in connection with the servicing of your loan. Every time I ask about this they have lied to me and say they are not a debt collecting agency. They will not give me a reason as to why that is. I said I have never been late nor am I behind so why am I in collections? XXXX said that they work within NewRez therefore they are not a third-party debt collector, but any debt in collections is a third party. I have found so many breaches of contract XXXX ILCS XXXX. XXXX negligence contributing to forged signature or alteration of the instrument, where they forged my son 's initials 5-109 Fraud and Forgery, time at our previous residence was incorrect, and our SSI amounts that we made, they put my husband as making {$1600.00} and he was ONLY making {$1200.00} and had me at making {$1900.00} and I only made {$900.00}, they took our SSI award letters and did ( security fraud ) by changing the number to fit their numbers, XXXX. SSA UCC Article 8 Investment Securities ( 1994 ). 8 U.S. Code 1324c - Penalties for document fraud They said that our son was a dependent and that is not true. Documents were not signed, and our names were not done correctly First, Middle, Last. No signature from our attorney. The Affidavit of Title is not our name. We are not dead XXXX XXXX XXXXXXXX ( not subject to military law ) I am a living person XXXX XXXX I do not identify as 14th, nor the 16th amendment. Why is my husband 's name ONLY on some of these pages of the contract if we both should be on all documents and why did they have to use our son 's name and social Security status? Again to finagle with the contract ( security fraud ).
When we signed our contract we were NOT told that they put a lean out on it, when they said we were approved for the loan no money was exchanged into our hands that is where the lean came from. 12 USC 8 3A when we signed our documents on XX/XX/XXXX, within 45 days from that date our home was paid in full, with our XXXX XXXX. ( security fraud ) what they did was monetize our loan behind our backs. What does monetize mean? In the banking sector, monetize may be used to mean the process of turning an asset into legal tender. It can also be used informally to mean the exchange of possession for a cash equivalent such as charging fees for intellectual property or selling a security interest. What do you mean by legal tender?
Legal tender is anything recognized by law as a means to settle a public or private debt or meet a financial obligation, including tax payments, contracts, and legal fines or damages. What is the exchange of possession for a cash equivalent? Cash equivalents are securities that are meant for short-term investing. Normally, they have solid credit quality and are highly liquid. True to their name, they are considered equivalent to cash because they can be converted to actual cash quickly. Credit quality is a measure of the financial solvency of an individual or an entity such as a company or a government. Specifically, it is an evaluation of the ability of that person or entity to repay their debts.
Our very own trust money was what paid for the down payments and the loan, however, there should have been no down payment 12 CFR ( XXXX ) XXXX, if our credit was extended 15USC 1662. So Shellpoint is double dipping and wants more money. On legal documents, our attorney scratched out our information and put her information ( security fraud ) ,8 U.S. Code 1324c - Penalties for document fraud.
It also states that we purchased this property ( lot XXXX in XXXX XXXX XXXX XXXX XXXX XXXX XXXX also known as XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX for {$10.00}. How can we qualify for FHA Loan # XXXX MIC # XXXX ( first-time home buyers ) 42 U.S. 12852 when this is our 3rd home purchase? And also have a HUD Addendum to Uniform Residential Loan Application? Now we are at 6 breach of contracts. We were never aware of a HUD Application Loan and there are NO signatures. Part IV ( page 3 ) Direct Endorsement Approval for a HUD FHA- Insured Mortgage was NOT signed by the underwriter, nor was the Mortgagee 's Certification signed nor dated there are 8 breaches of contract and that number keeps increasing. There were documents that were not in our package that I found online and printed them and they were important documents. Our payment statements came as follows : XXXX XXXX XXXX XXXX. After my husband passed I sent them his death certificate within 5 business days and he passed on XX/XX/XXXX, and on XX/XX/XXXX, everything started coming as follows : XXXX XXXX XXXX XXXXXXXX XXXX XXXX. 9-202 Title to Collateral Immaterial, my contract says that I have given my home ; my primary residence as collateral, no I did not, and again was not explained. I have a XXXX XXXX son. I would never agree to something like this. When we went in to sign these documents our attorney was speaking so fast that we did not know or understand and when we asked questions she would get frustrated and say we needed to hurry up. I have another appointment. My husband was very sick ; he was XXXX. At this point, he was just doing what our attorney was asking because he was so tired and needed to get back home.
Back on XX/XX/XXXX, I called Shellpoint and spoke with XXXX XXXX. I asked her for a copy of my entire contract with them, not once was anything mentioned to me that my home was in foreclosure or default 15 USC1692 ( 1 ), which I knew there wasnt a contract because we never signed any new contracts. However, she said I would send you the closing documents, I said no I want the entire contract from A-Z, and she said I would receive it in 7 days, here we are on XXXX the XXXX and I do not have that contract, however, I have a new contract loan # XXXX that was delivered today XX/XX/XXXX, by XXXX for {$20000.00}. I called Shellpoint and spoke with XXXX XXXX. I asked her what this new claim was for and she said that it was for the {$20000.00} to be added to the back of your loan, then why did you take out another contract ( bond ) if this was going to the back of my loan :? Now again this has extended my credit 12 CFR ( XXXX ) XXXX, upon my knowledge as of today. This was never brought to my attention until today, you said that I qualified for this new program, and that was it. How did I qualify for this loan? XXXX said those are the questions I asked you over the phone. I said are you serious? You did not explain what you were doing nor inform me that this is what you were doing, and I just got this new claim in the mail. Who is the XXXX? XXXX said that it is the program that you qualified for, how when I did not authorize this and my credit score is in the low XXXX and I have tried to get a loan at the bank and was denied because of my credit, so please tell me how I qualify for {$20000.00} because I don't, I only receive {$19000.00} a year from SSD, again ( security fraud. ) I was never told that this was the process that they were taking, they said I quote " This is going to the back of your loan '', so you want me to pay an additional {$20000.00} on top of {$210000.00} which comes to a grand total of {$230000.00} To which I did not agree too. She said this changes nothing about your existing loan, but it does because the numbers do not add up. If I take this even further in my contract it states by the end of my maturity date XX/XX/XXXXXXXX we would have paid {$340000.00} thats without this new claim. At the end, I am going to put some numbers together and they do not add up. There are no numbers the same. Where is this application that I called about? That you said I qualified for and Yalls approved me? I never signed anything, but their cover letter says I quote ; ( Congratulations, you are approved for a Standalone Partial Claim. ) Their form of application is talking over the phone and answering some questions. I said no, that is not an application XXXX, I didnt autograph anything giving you or your corporation to approve me or to extend my line of credit 12 CFR ( XXXX ) XXXX.
What does claim mean state or assert that something is the case, typically without providing evidence or proof. I told XXXX I wanted the contract that I requested back on XX/XX/XXXX, to be XXXX out to me and she said I could not do that I said I have the right to request what's mine and how I want it delivered, she said that's impossible. Okay, I understand no worries I'll go Public and Press the Record. Here they are still claiming off my deceased husband. We recently completed an evaluation of your application, for loss mitigation ( the action of reducing the severity, seriousness, or painfulness of something. ) assistance and we are pleased to inform you that you are approved for a standalone Partial Claim, what application? I filled nothing out nor agreed in writing, meaning to make a contract it takes 2 people 2 signatures. She gave very detailed instructions on filling out this new contract that I did not agree to. I was to date everything as it is dated on the contract XX/XX/XXXX, ( security fraud ) and we know that is not the correct date, ( ALL dates on signature lines and acknowledgments must MATCH ).
At the top of page 1 of 3, it says in bold lettering ( ILLINOIS PARTIAL CLAIM NOTE SECONDARY LIEN ) What is a second mortgage loan or " junior-lien ''? A second mortgage or junior lien is a loan you take out using your house as collateral while you still have another loan secured by your house. I did not agree to this, and this was not discussed with me on the phone so, XXXX XXXX said you qualify for this new program, instead of paying all this lump sum of {$19000.00} we are going to just tack it to the back of your loan. Then why do I have a new contract? That I did not consent to?
A standalone Partial Claim is a XXXX-interest, so why is this {$20000.00} if there is NO interest as of XX/XX/XXXX, it shows {$19000.00} there is a difference of {$500.00}, and this is a subordinate lien from the U.S. Department of Housing and Urban Development ( HUD ) and has to be paid in full upon maturity of the primary note on or before XX/XX/XXXX, primary note and related mortgage, deed or similar Security Instrument are no longer insured by the Secretary. My husband and I locked in our interest rate and payment, for our protection so it could only go down never up. They have my payments going up to {$1500.00}, but this new contract loan # XXXX statement says I can resume making EXISTING monthly payments and that is in the amount of {$1500.00}. And she said that {$1500.00} is for XX/XX/XXXX, starting XX/XX/XXXX, your new payment will be {$1500.00} for a year then it will go down to {$1500.00}. Wait BUT you just told me that nothing in the existing loan changed, but it has in so many ways, without my authorization or autograph. You're telling me this is not a new loan but on this new claim that you just sent me for the {$20000.00} then why does it have the word borrower? What does the word borrower mean? For the purpose of this subsection, the term borrower means an individual who is a new borrower on the date such individual applies for a loan under this part for which the first disbursement is made on or after. 20 USC 1087e ( f ) ( 3 ) So this is telling me there has been a change, Where's that change on paper? ALL this is from losing not just my husband, but loss of his income. This is what Shellpoint called Forbearance. So on this new contract, they are still claiming on my deceased husband 's SSI # and you can not claim on a dead person, why is his name not on this new contract whether he was the head of household deceased or not, because you said, XXXX XXXX, that this doesn't change the existing contract, but it does, because youre still using his SS # and his information. How can I qualify for this loan when I ONLY make {$19000.00} a year? seized In a legal context, seized may be used to refer to a situation in which the government has taken forcible possession of the property, as in seized property. For instance, the US Department of Treasury makes auctions of seized property for sale throughout the United States. So you're taking something that is legally mine as a consumer because it was fully and totally paid for when we signed our documents within those 45 days. Page 3 of 5 in bold writing ( REQUEST FOR NOTICE OF DEFAULT AND FORECLOSURE UNDER SUPERIOR MORTGAGE OR DEEDS OF TRUST ) 15 USC1692 ( 1 ) this is news to me, no one has brought this to my attention, nor have I seen any paperwork in regards to default, foreclosure, nor have I seen any paperwork that this has EVER been sold to a DEBT COLLECTION AGENCY, as a consumer I have those rights.
{$210000.00} ( credit ) if these are credits why are they adding and not misusing + {$12000.00} ( credit ) ______________ {$230000.00} ( total ) this should read {$200000.00} {$230000.00} - {$15000.00} ( down payment ) __________________ {$210000.00} ( tota ) {$230000.00} ( new amount ) + {$20000.00} ( new claim as of XX/XX/XXXXXXXX ) _________________ {$250000.00} ( total ) {$340000.00} ( this is what we will pay at the end of the term w/o the additional {$20000.00} ) {$20000.00} ( new clam XX/XX/XXXXXXXX _________________ {$360000.00} ( this will be a 30-year maturity in XX/XX/XXXXXXXX )
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| 09/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On numerous occasions Mortgage Co has lost, misplaced and misappropriated payments made by us. I am XXXX and my husband is XXXX we both have many health issues. On numerous occasions over the course of several years our mortgage co has lost or misplaced payments made by us and threatened and began foreclosure. Each time I had to get outside help to sort it out before the mortgage company found our money and applied it properly to our account. I believe this Senior Abuse and Misappropriation of Funds and Bad Business Policy.
I believe they were trying to harass. stress and confuse us so they could steal our home.
My husband and I filed a Bankruptcy Chapter XXXX Wage Earners Case in XXXX of XXXX. Our mortgage was not part of the bankruptcy, but several months of past due payments ( due to medical issues ) were included. However, due to more medical issues and bills during the course of our bankruptcy, we fell behind on our mortgage payments again and on XX/XX/XXXX our attorney XXXX made a stipulated binary arrangement with our mortgage company for us to pay {$760.00} over our regular mortgage payment with the bankruptcy court until we were caught up. I made each payment by phone, recorded the name of the clerk and confirmation numbers and also told the clerk each time that part of the payment was a binary payment. This seemed to confuse them and I was afraid the binary payments werent being applied properly so I started paying in two payments on same date stating which one was the regular mortgage payment and that the {$760.00}. XX/XX/XXXXwas a binary stipulated payment that our BK trustee set up.
My XX/XX/XXXX statement listed my monthly payment as only {$840.00} due on XX/XX/XXXX. I didnt know why payment was so low but felt they were trying to trick me and steal our home.
It also had in the summary of Amounts Past Due Before Bankruptcy Filing as the total pd XXXX and current Balance XXXX. I wanted this explained. As there was listed in Breakdown of past payments box a partial Payment unapplied of XXXX and I wanted to know if not applied- Why? And where was it being held and if it was collecting interest.
On XX/XX/XXXX I called and spoke to a XXXX at which time I paid my {$1300.00} regular mortgage payment and then asked her to transfer me to the BK Dept but I was sent to a mailbox system. I never got through to someone to speak to anyone so never got those questions answered.
XX/XX/XXXX Statement also listed monthly payment as XXXX due XX/XX/XXXX ; and still showed {$2200.00} as current balance of Summary of Amounts Past Due Before Bankruptcy Filing. But it showed no partial payment unapplied in the box as before.
XX/XX/XXXX I called Our mortgage company to ask why an amount which I knew to be incorrect was listed on our monthly statement as being past due. I asked for my contact persons name and was told I had none at this time. I was told that the bankruptcy payments were being paid to XXXX XXXX XXXX XXXX by or to a XXXX. I didnt understand what was being said or going on, but I paid my regular payment of {$1300.00}. and finally someone transferred me to BK Dept where I spoke to a XXXX who said she can not even see, readback or answer any questions about my statement but could only answer BK related questions, but did say XXXX had been paid to this account from the Bankruptcy Court Trustee. I told them it should have been paid from payments made by us to our Ch XXXX account which I paid online and had a clear record of each payment which I could easily prove ; and she then referred me back to main number. I kept asking her questions and she said payments have been made to XXXX XXXX XXXX XXXX Finally she saw the amount of {$5300.00} and said she was checking to see if that is what Trustee was supposed to be paying. I asked if it is outstanding? She said no, Im still checking to see what it is. Not giving me a breakdown. I asked if she could give me more information. She said basic info only. Then she said the Stipulation was written on XX/XX/XXXX and contractually due on XX/XX/XXXX. And as of that day we were 3 payments behind on the Stipulated payments. And that on XX/XX/XXXX wed be in default and foreclosure would happen.
I was told that I had to speak with their BK Dept because they couldnt discuss my statement due to our bankruptcy, and gave me a number to call. I was given ext XXXX I called it, but had to listen to recording 2-3 times before got an extension prompt and then I was put on hold for 45 minutes and then it disconnected.
I called again and after having to listen to a loop recording for a very long time at XXXX I was told by a recording that Id get a call back in 11- 16 minutes. But I didnt get a call back by XXXX so I called again and spoke with a XXXX who gave me an 800 number to call and said I must get any statement questions answered by BK Dept because she is not allowed to discuss anything except take a payment. She did, however give me a name of a person who I was told was my single person of contact XXXX. Up to that point -- although Id called dozens of times -- Id never heard of a person of contact let alone XXXX.
This continued in a circle for most of the morning until I was totally confused and exhausted.
I called and left a message for XXXX and then called our attorney who contacted the Bankruptcy Trustee.
I was told we had to prove that the stipulated binary payments in question were paid, which I did ( Please see attached copy of my letter dated XX/XX/XXXX to XXXX, our attorney listing paymentsI also sent her a copy of bank statements showing payments ; and copy of our attorneys email dated XX/XX/XXXX to XXXX, BK paralegal for our mortgage company. So the issue of our stipulated binary payments was caused by our mortgage company, or the BK couXXXX, not applying my payments to proper account and our mortgage did not go into default.
XX/XX/XXXX statement again had incorrect payment amount. This time XXXX due on XX/XX/XXXX, which this time I paid instead of the regular pmt of XXXX. Then I asked the same questions I had in the past ie why statement shows past bal when it should be XXXX after our BK, AND why a late fee on XX/XX/XXXX when they cant charge a late fee on amounts pd through the BK court. And what is partial pmts unapplied?? and where is this money being held?? and is it earning interest?? and who is getting paid the interest. I was told to talk to BK Dept.
XX/XX/XXXX Statement showed our true regular {$1300.00} as payment due. I asked to pay it and was transferred to the BK Dept where spoke to a XXXX and made my regular {$1300.00} payment.
On XX/XX/XXXX, XXXX we were notified of change of escrow payment.
Regular Mortgage Payments stayed {$1300.00} for next few months, though I never got my questions answered about why the amount of past due before BK filing was not being paid down as they should. Also not answered : why and where were all the partial payments and were they gaining interest and who was getting it?.
I was told early on that after BK was finished all past payments would have been made and we would be current.
However after our last payment to Bankruptcy Trustee was cleared our statements still showed a balance owed in the summery. I was told by our attorney that it is taking a couple months longer than usual for everything to get updated due to COVID slowing things down because office workers mostly worked from home and it took longer to process everything and get docs signed off and back to Trustee and filed. But the past due amount continued to stay on our statement so I called again even after we got the Letter of Completion from BK Court.
When I called Our mortgage company to inquire, I was told the statement went out prior to my payment being processed.
XXXX Still trying to get questions answered, this time I was given XXXX email : and ext again. I went to web portal and set up a phone appointment with XXXX for Fri XX/XX/XXXX @ XXXX.
Called BK trustee and called Our mortgage company again and made regular pmt of {$1300.00}. XX/XX/XXXXStatement Dated XX/XX/XXXX due XX/XX/XXXX shows a past due of {$1300.00} with a total of $ XXXXdue. This in an error. We do not have a past due balance.
We went through this last month as well. After calling my attorney, who contacted the Bankruptcy Trustee I received a document ( dated XX/XX/XXXX ) from Trustee stating that " The Bank of, as Trustee for the Certificate holders of XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX-Through Certificates, XXXX XXXX agrees that the debtor ( s ) ( have paid in full the amount required to cure pre the prepetition default on the creditor 's claim.
Please see attatchment. Also please note I paid the XXXX pmt on XX/XX/XXXX and it cleared my bank XX/XX/XXXX. There is and was NO past due that month.
I tried to clear this up for most of the day, making numerous calls trying to get through to XXXX, and then I tried making my payment via the automated service and was given a different amount due than what is on the statement ( {$2700.00} ), I hung up and called back and spoke with XXXX ext who also gave me a different amount due ( {$2200.00} ), at which time I made the reg pmt for XX/XX/XXXX of {$1300.00} Conf # After taking my pmt she transferred me supposedly to the BK Dept to discuss this problem but after 40 minutes on hold another XXXX answered who was in the Customer Service Dept. She said all she could do was to transfer me to the BK Dept -- that was after 19 more minutes on hold again.
After a few minutes on hold it sounded like someone was going to answer, but instead hung up on me! I was on the phone to our mortgage company from XXXX to XXXX most of that time I was on hold!!
XX/XX/XXXX I called and spoke to a XXXX and told her the wrong pmt amt is listed on statement XX/XX/XXXX. She said only {$1300.00} was due. Then said must talk to BK Dept and transferred me to where a recording said no one was available and leave a request for call back and they will usually return call within 24-48 hrs.
I called XXXX at ext again, this time I was able to leave a message. Hes supposed to call back in 24 hrs.He didnt.
XX/XX/XXXX I called again and was told foreclosure was being started. I asked to speak to the person whom I had been told was my one person of contact, XXXX. I was transferred and put on hold a very long time and when XXXX got on the line he restated that I was {$2700.00} past due and foreclosure was being started, I protested and asked what it was for and after putting me on hold for several minutes he ( XXXX ), without explaining what it was for, said if I paid {$860.00} right now I would be all caught up. But I had to pay it right now. I felt afraid and coerced, so I paid the {$860.00} and it cleared my XXXX XXXX XXXX XXXX account on XX/XX/XXXX. Please note that I had paid our regular mortgage payment of {$1300.00} on XX/XX/XXXX and it cleared on XX/XX/XXXX. I also received a Response To Notice of Final Cure Pmt dated XX/XX/XXXX wherein Our mortgage company states that we have paid in full the amount owed prior to bankruptcy. So WHAT was I being charged for and WHERE did it go?
The next month the {$860.00} AMOUNT payment still had not shown up on my statement, however the amount due showing was the regular monthly payment. I called and asked where the {$860.00} was applied because I dont see it on my statement. and I was put on hold for a very long time and then it was disconnected. I kept calling and I asking for payment history and each time I was transferred and put on hold for a long time then put on hold again for long time until finally it was disconnected. This happened repeatedly. I was finally given extension XXXX again, but it went to a weird recording and hung up.
But at least the proper amount for my mortgage payment was on our statement.
However, XX/XX/XXXX statement due XX/XX/XXXX showed payment due only XXXX --??? I called and was told it was actually {$1300.00} so I paid {$1300.00}.
XX/XX/XXXX Statement due on XX/XX/XXXX showed a different amount that of {$1600.00} as reg payment.. Not only that but it also showed a past due fee of {$250.00}. I called and spoke with XXXX XXXX who said reg payment due was XXXX and ZERO past due. So I paid XXXX She said that the statement went out prior to payment being processed and that the statement and payment passed each other in the mail.
XX/XX/XXXX Statement due XX/XX/XXXX same thing with the {$250.00} past due fee. I called to make a payment but asked a XXXX about the {$250.00} and got the same answer statement date is 4th and your payment passed in mail. I pointed out that this was the. 3rd month this happened and never happened in all the prior months since the beginning of my loan. She said she would get a Specialist to help me. So XXXX from Customer Serv got on line and was going to send me to the BK DEPT but instead the Loan Servicing Dept to dispute it, and I was given a fax # XXXX. I asked for a supervisor and a XXXX '' Team Lead in Customer Service got on. When I asked if she was a Specialist she said They call us that in other departments because we are more knowledgeable She told me that the {$250.00} was not a late fee but a BK fee from XXXX and was found when assessed in XX/XX/XXXX. She said she would email invoice to me. She didnt.
I called and again asked about the {$250.00} and was told that my account had been audited and the {$250.00} was a Bankruptcy fee from XXXX that had been overlooked, and just uncovered. I disputed this as it was over 10 years old and I have a letter from Our mortgage company stating that they agreed that we had paid in full the amount required to cure the petition default on their claim.
I received a letter from our mortgage company acknowledging my dispute of the {$250.00}. And called it legal fee charges on the referenced loan. And said the fees were valid and will not be removed.
I called my bankruptcy attorney and she said that she was no longer the attorney of record since our bankruptcy had closed.
In meantime I kept looking at my statements but the {$860.00} amount was never listed as being paid to my account, XX/XX/XXXX I contacted Senior Alliance in my city, who referred me to XXXX XXXX XXXX XXXX XXXX ( XXXX ) in XXXX, CA for help.
After several letters from myself as well as from XXXX to Our mortgage company went unanswered XXXX XXXX XXXX talked to me about making a conference call to Our mortgage company which I agreed to do, and they said they would set it up.
On XX/XX/XXXX during the conference call between myself, XXXX of XXXX and XXXX of our mortgage company, XXXX said they would send me my accounts complete transaction records -- but it would take some time to gather them.
I received 2 letters from Our mortgage company stating they were working on getting the documents to me.
Satisfied that I would receive the transaction history, XXXX ended their service and referred me to your agency to pursue a complaint on how they have handled my account.
I called my Bankruptcy attorney again concerning the {$250.00} late fee/ BK fee/ Attorneys fee, and she told me to pay the {$250.00} because she would charge me more than that to fight it, but she would send me a document showing Our mortgage company signed off on the bankruptcy. This caught me at time when I was ill and literally defeated and sick & tired of businesses and people letting us down and taking advantage of we elderly ones. I went ahead and paid I paid the {$250.00}, though I said I was going to fight for a refund. I feel we were cheated then and I also feel we were cheated out of the {$860.00} payment I made through XXXX.
XX/XX/XXXX I did finally get our transaction records from Our mortgage company Mortgage ( see attachments ), ( the payment of $ XXXX is not listed, as well as a letter with confusing information addressing my questions that Ive been asking for over a year. PLUS I can see NOWHERE where they applied the {$860.00} that I paid to my mortgage account, although it was clearly deducted from my bank account and paid to Our mortgage company mortgage. ( see copy of Bank of the Statement ) In the letter dated to me it looks like they moved funds and put names on them to their benefit. For instance I was told twice that the {$250.00} was a XXXX BK fee but they now labeled it Legal Fees Step 4 : What company is this complaint about? Our mortgage company Mortgage It also looks like they are transferring our account to another companyis it still one of their entities? I really feel helpless and afraid they will end up swindling us out of our home of 20 years. At our ages ( Im XXXX & next month XXXX -- my husband will be XXXX ) what would we do and where would we go? All the confusion and stress theyve put us through has had an impact on our health and well-being. And to do this during a Pandemic when the elderly is already under a great deal of stress is heartless.
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| 10/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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NewRez Mortgage Timeline Loans : XXXX XXXX XXXX XXXX o Loan Amount : {$130000.00} o Rate : 4.25 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX XXXX XXXX Loan Amount : {$420000.00} o Rate : 3.375 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : N/A XXXX XXXX XXXX XXXX XXXX o Loan Amount : {$110000.00} o Rate : 4.25 % o Rate Lock Expire:XX/XX/2020 o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX XXXX o Loan Amount : {$100000.00} o Rate : 4.25 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX o Loan Amount : {$86000.00} o Rate : 4.25 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX XXXX o Loan Amount : {$100000.00} o Rate : 3.99 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : n/a XXXX XXXX XXXX XXXX Ct o Loan Amount : {$110000.00} o Rate : 3.99 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : n/a XXXX XXXX Sugar XXXX XXXX o Loan Amount : {$130000.00} o Rate : 3.99 % o Rate Lock Expire:XXXX o Appraisal Ordered : n/a Timeline XX/XX/XXXX Refi Request sent Email from XXXX : Contact info provided Email to XXXX : Contained a bunch of files to get the application started XX/XX/XXXX XXXX XXXX XX/XX/XXXX o Sign Initial Disclosure Documents XXXX XXXX XX/XX/XXXX o Ackwnoledge New Debt Awareness o Borrower Authorization Completed XXXX XXXX XXXX XXXX XXXX o Signed Initial CD Documents Email to XXXX checking on status of the file Email from XXXX saying that she should be ready to review the file around 5 Email to XXXX saying that the time would work Generic email from NewRez to access portal Email to XXXX asking why both loans have the same address on them Email from XXXX to clarify that the loan address is in the subject property Email to XXXX saying that is says both for the loan information. Clarified my mailing address.
Email from XXXX responding that she will make sure to correct the mailing address Email from XXXX asking if I have ever taken equity out on any of the properties Email to XXXX responding no to previous question Phone call with XXXX to review the file that evening XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Initial Disclosure Documents Email from XXXX explaining the points XXXX to XXXX saying that I would pay the 1.75 points Email from XXXX asking if I wanted all 3 properties to be the same.
Email to XXXX saying that yes I would like all to be the same.
Email to XXXX letting her know that the City and State were incorrect for the XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Disclosure Documents o Borrower Authorization Completed XXXX XXXX XXXX XXXX XXXX o Sign Disclosure Documents o Borrower Authorization Completed XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Disclosure Documents o Borrower Authorization Completed XXXX XXXX XXXX XXXX XXXX o Signed Redisclosure Documents Email to XXXX asking about status. Asked about pulling money out of XXXX to cover closing costs.
Email from XXXX responding about XXXX Email to XXXX letting her know we would like to pull out max cash.
Email from XXXX about points on XXXX Email to XXXX about points on XXXX Email from XXXX requesting Pay Stubs, taxes, etc Email to XXXX providing info requested Email to XXXX providing IDs XX/XX/XXXX XXXX XXXX XXXX XXXX o New Debt Awareness Acknowledged XXXX XXXX XXXX XXXX XXXX o New Debt Awareness Acknwledged XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Redisclosure Documents XXXX XXXX XX/XX/XXXX o Sign Redisclosure Documents XXXX XXXX XXXX XXXX XXXX o New Debt Awarenenss Acknowledged Email to XXXX checking in Email from XXXX letting me know appraisals are {$650.00} each and could she call me to get a CC number Email to XXXX letting her know she could.
XXXX called for CC info. Card was charged {$1900.00} for appraisals XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure Documents Email to XXXX checking in and asking for a time frame XX/XX/XXXX Email from XXXX XXXX asking for info on the insurance. XXXX copied Email to XXXX responding that my agent would provide. XXXX and XXXX XXXX copied Email from XXXX to the group responding with requested info.
XX/XX/XXXX Email to XXXX asking about rates that had been dropped by the Fed Email from XXXX stating that we were still below market on the rates except the primary residence.
Email to XXXX letting her know that I have had two other lenders reach out to me Email from XXXX saying that she understood and that times were crazy. Was confident that they could figure something out on primary residence XX/XX/XXXX Email to XXXX asking if she had heard anything back.
Email from XXXX saying that she could get 3.25 % with .75 points Email to XXXX saying that this sounded good.
XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure Documents XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Redisclosure Documents XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX Email from XXXX letting me know that XXXX appraised for $ XXXX and asking what I wanted to do.
Email to XXXX asking what the cash out rate was.
Email from XXXX stating cash out rate was still XXXX $ Email to XXXX stating that I would like cash out then.
Email from XXXX stating that all was good and that the underwriter would review all 5 files today.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXo Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX XXXX XXXX XX/XX/XXXXo Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX XX/XX/XXXX Email to XXXX stating that I had received a letter stating that XXXX was incomplete and that I needed to submit everything again.
XX/XX/XXXX Email from XXXX XXXX stating that Loan XXXX had been conditionally approved. In the body he stated that it included all 5 loans. Wanted to close the week of XX/XX/XXXX if not sooner.
XX/XX/XXXX Email from XXXX stating that XXXX needed a mold inspection Email to XXXX stating that I didnt even know who to schedule that with.
Email to XXXX letting him know to drop the XXXX application.
XX/XX/XXXX. XXXX Email to XXXX letting him know that I had not heard anything more.
Received more documents to sign for XXXX Email to XXXX asking what the documents were for if I had asked XXXX to be dropped XX/XX/XXXX Email from XXXX stating that the XXXX file had not been withdrawn. She would remind the underwriter that it should be withdrawn Email to XXXX stating that I had not heard anything further about closing even though it was already supposed to happen. Received no response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Signed Initial CD Documents XXXX XXXX XXXX XXXX XX/XX/XXXXo Signed Initial CD Documents XXXX XXXX XX/XX/XXXXo Signed Initial CD Documents XXXX XXXX XXXX XXXX XXXX o Signed Initial CD Documents XX/XX/XXXX Email to XXXX checking in again No response XX/XX/XXXX Email to XXXX checking in and asking for status.
XX/XX/XXXX Email from XXXX saying that he has pretty much wrapped it all up and was getting it over to the underwriters. Asked for confirmation on address for XXXX property Email to XXXX confirming the address for XXXX.
Email from XXXX asking for more insurance policies Email to XXXX and XXXX ( insurance agent ) requesting XXXX provide this info.
Email from XXXX providing this info.
XX/XX/XXXX Email from XXXX asking for a copy of the release of Lien for 2nd Mortgate on XXXX XXXX XXXX Email to XXXX providing the requested release of Lien.
Email from XXXX saying that he provided release of lien to title company Email to XXXX asking where the title company was.
XX/XX/XXXX Email from XXXX asking about financing on the other properties that are owned by the LLC.
Email to XXXX letting her know that there is financing on the other properties but that financing is to the LLC, not to me and my wife personally.
Email from XXXX asking for statements on the other properties XXXX to XXXX letting her know that I dont get statements as they are financed by my father.
Email from XXXX asking if I have copies of the promissory notes XXXX to XXXX asking if a letter from the lender would suffice. No deadline given.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redisclosed Documents XX/XX/XXXX Received Letter of Denial on Sugar Tree and asked XXXX why I got this.
XX/XX/XXXX Promissory notes provided to XXXX XX/XX/XXXX Email from XXXX asking about approval to access the XXXX docs sent to her Email to XXXX letting her know I had my Father approve access XXXX XXXX Email to XXXX checking in No Response XX/XX/XXXX Email to XXXX checking in again.
XX/XX/XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed o Sign Initial Disclosure XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed o Sign Initial Disclosure XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed o Sign Initial Disclosure Email to XXXX letting her know I was confused as to why I had sent two emails with no response and was now getting new paperwork to fill out.
Email from XXXX letting me know that the 3 rental properties were denied because I did not get the notes in time. She let me know she was setting up new files for them and the new rate would be 3.99 % XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure XX/XX/XXXX Emails to XXXX again providing check stubs.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure XX/XX/XXXX Email from XXXX asking for W2s Email to XXXX provind W2s XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure XXXX XXXX XXXX XXXX Ct o Sign Redisclosure XXXX XXXX XXXX XXXX XXXX o Sign Initial Disclosure XX/XX/XXXX Email to XXXX checking in No Response XXXX XXXX Email from XXXX XXXX letting me know that our file was still in processing Email to XXXX asking if she had all of the loans XX/XX/XXXX Email from XXXX XXXX stating that we had been conditionally approved by the underwriters asking for more documentation Email to XXXX stating that I could easily get all of that except the properties financed by my parent as the payment was direct deposited from my job. Asked if I could get as statement that it was all current from my parents.
XX/XX/XXXX Email from XXXX letting me know that the investment properties could not be financed even though they are held by the LLC because I signed the promissory notes.
Email to XXXX letting her know that I was not pleased by this. Asked when we could close on the personal loan XX/XX/XXXX Email from XXXX asking again for W2 Email to XXXX and XXXX provind this document.
XXXX XXXX XXXX XXXX XXXX Signed Processing Documents XX/XX/XXXX Email to XXXX providing the XXXX file that my parents use to track the loans I have with them Email from XXXX saying that everything was with the LO XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX Email to XXXX checking in Email from XXXX saying she sent them another email.
XX/XX/XXXX Email to XXXX asking for status update XX/XX/XXXX Email from XXXX requesting w2 again for my wife Email to XXXX providing this info.
XXXX XXXX XXXX XXXX XXXX Signed Processing Documents XX/XX/XXXX Email to XXXX asking again for an update XX/XX/XXXX Email to XXXX, XXXX and XXXX asking for another update Email from XXXX letting me know that she was still processing my file. Let me know she had requested info from the lenders and had not gotten them.
XX/XX/XXXX Email from XXXX asking for a demand letter for payoff of all properties financed with a bank as well as a 12 month payment history.
Email to XXXX asking if we needed this for each property or just the one we are refinancing.
XX/XX/XXXX Email to XXXX asking if she needed something official from the bank or could I get it from the website XX/XX/XXXX Email to XXXX with the payoff statement for XXXX XXXX, payment histories on all accounts and let her know that the other XXXX banks would fax the payoff statements directly to her.
XX/XX/XXXX Email to XXXX asking if there had been any movement.
XX/XX/XXXX Email to XXXX asking if what I had sent was acceptable.
XX/XX/XXXX Email from XXXX stating that she didnt have the payoff quotes Email to XXXX letting her know that they should have been faxed already and if we could get a better interest rate due to all of the delays Email from XXXX letting me know that she found them and that she would ask about the rate Email to XXXX asking if we were all good now and when could we close.
XX/XX/XXXX Email to XXXX following up.
NewRez pulled my credit report XX/XX/XXXX Email to XXXX following up.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX Email from XXXX asking for updated paystubs Email to XXXX letting her know that I had been furloughed due to Covid and that I would send my wifes when I get home.
Email to XXXX providing my wifes paystubs.
XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX Email to XXXX asking for an update Email to XXXX asking for and update Email from XXXX letting me know that we were having issues because I have been furloughed and that she was sorry and knew we shouldnt even be in this position Email to XXXX letting her know that I agreed we shouldnt be in this position and that I was very unhappy that we were. Asked for a copy of the payoff notices that were faxed to her.
XX/XX/XXXX Email to XXXX asking for a response and a copy of the payoff notices.
XX/XX/XXXX Email to XXXX and XXXX asking for action on my request for XXXX XXXX XXXX and confirmation that my loan application was denied.
Email from XXXX responding with the payoff amount for XXXX XXXX XXXX and confirming that my loan application had been cancelled, which is not what I asked to be done.
In conclusion : With the exception of one request, all of my responses for information were provided in a timely manner. The only delayed response was the promissory notes that I had to source from my traveling Father. At no time, was I told that this was super urgent or given a deadline.
My loans for the investment properties were wrongfully denied because I had signed the promissory note that put the loan on the LLC and was secured by each property. As my wife and I are the only members of the LLC, one of us had to be the signer. The design of a LLC makes it so that the members are not liable for the obligations of the LLC and therefore, those loans should not be attributed to me and my wife and should be counted towards the LLC and not towards our loan count. Even if the loans did count, why would all fo the loans be denied and not just the ones that would have put us over the 10 loan cap?
The amount of time for this whole process was unacceptable and the lack of response at times from your team was out of line. Standing behind something like Covid19 for the length of time is not acceptable.
From my stand point, I feel that I am owed for the following items : {$650.00} Appraisal on XXXX XXXX {$650.00} Appraisal on XXXX XXXX {$650.00} Appraisal on XXXX XXXX Fee for requesting Payoff Quote on XXXX XXXX XXXX Fee for requesting Payoff Quote on XXXX Fee for requesting Payoff Quote on On the XXXX Property, I acknowledge that I would have backed out of the loan process due to the mold and am not seeking reimbursement on this.
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| 07/03/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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I applied for the HAF Grant Program back XX/XX/XXXX, and was finally approved for assistance from the New Mexico Homeowner Assistance Fund. My approved award amount is {$6400.00} and my approved Program Assistance Application has been forwarded to the accounting department for payment processing. Please allow at least 14 business days for processing, which almost 3 weeks and this payment will be sent to my housing provider which is Shellpoint at this time. What is the HAF Grant Program? The purpose of the Homeowner Assistance Fund ( HAF ) is to prevent mortgage delinquencies, defaults, and to prevent displacement of homeowners experiencing financial hardship after XX/XX/XXXX. Funds from the HAF may be used for assistance with mortgage payments. The law prioritizes HAF funds for homeowners who have experienced the greatest hardships, leveraging local and national income indicators to maximize the impact. I believed I would qualify for the Homeowner Assistance Fund ( HAF ) and I contact my mortgage loan servicer, Shellpoint, by completing their application for the Forbearance Program so my payments could be suspended until they receive the funds from the HAF Grant program and I also completing documents to have a mortgage loan modification to lower my interest rate which in turn would lower my monthly payments once my mortgage loan had been brought current. The XXXX XXXX XXXX XXXX XXXX was unable to get Shellpoint to provide information in the portal regarding my HAF Grant Application which is supposed to be monitored by the U.S. Treasury Department. On XX/XX/XXXX, I spoke with XXXX XXXX at Shellpoint advising him that the XXXX XXXX XXXX XXXX XXXX need a Re-Quote which had been requested in the Portal, but they had not yet received a response. XXXX XXXX advised me that I needed to make a payment on my account today. I again informed him that I had applied for the HAF Grant Program and that I had also mailed my completed application regarding the Forbearance Program so my monthly mortgage payments could be suspended until they received payment from the HAF Grant Program to bring my past due mortgage loan account current. XXXX XXXX advised me that he would send me a letter advising me of my options to get my past due mortgage loan paid. On XX/XX/XXXX, I received a letter from XXXX XXXX at Shellpoint dated XX/XX/XXXX, which stated that I needed to make a payment in the amount of {$5700.00} by XX/XX/XXXX to avoid foreclosure on my property or other action to seize my property. I immediately sent a copy of the letter to the XXXX XXXXXXXX XXXX XXXX back on XX/XX/XXXX, and they responded back advising they just put another request into the portal for a Re-Quote and they received a response back from XXXX XXXX at Shellpoint who had advised that she would respond back no later than the next day with the information regarding the Re-Quote so my HAF Grant Application could move forward with this information. This never happened and the XXXX XXXXXXXX XXXX XXXX sent an email to XXXX XXXX at Shellpoint requesting a conference call with me so could get the XX/XX/XXXX, moved out an additional 30 days to allow the XXXX XXXXXXXX XXXX XXXX to work on my HAF Grant Application completed as they would not be able to complete the application and get a payment to Shellpoint by XX/XX/XXXX. XXXX XXXX at Shellpoint ignored this letter which then allowed XXXX XXXXXXXX XXXX XXXX to expedite my HAF Grant Application. On XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00}. My approved Program Assistance Application has been forwarded to the accounting department for payment processing and to allow at least 14 business days for processing, which almost 3 weeks and this payment will be sent to my housing provider which is Shellpoint at this time. This information was also provided in the Portal for Shellpoint to view, and I also believe this information was mailed to Shellpoint by the XXXX XXXXXXXX XXXX XXXX as well. Attached is also a copy of this email showing this information mentioned above. On XX/XX/XXXX, I received a letter from Shellpoint with no postmark on envelope showing when this letter was actually mail as the later is date XX/XX/XXXX, which is dated 1 day after the last letter I received from Shellpoint. This letter states that my previously incomplete application ( as I never received a letter advising which documents I was missing or they needed to process my Forbearance Program Application ) is now complete as of XX/XX/XXXX, and additional documents or information is not required at this time. Shellpoint will contact me if they need additional information or if during the evaluation process, we determine that documentation or clarification is required. The evaluation process may be delayed until we receive the required information or foreclosure protection could be terminated. Within the 30 days of the application competition date, I would receive a written communication describing our decision and next steps. The completion of my application has granted me protection from foreclosure while Shellpoint evaluates the application. But since the date of this letter, XX/XX/XXXX, I have continued to receive collection calls on a daily basis from XXXX XXXX at Shellpoint. He has been calling me several times per day and even sending me collection notices through email. I strongly believe XXXX XXXX at Shellpoint has violated the Fair Debt Collection Practices Act ( FDCPA ) which is the main federal law that governs debt collection practices. The FDCPA prohibits debt collection companies such as Shellpoint, from using abusive, unfair, deceptive practices to collect debts from consumers such as myself. The FDCPA covers the collection of Mortgages! I strongly believe XXXX XXXX has violated the FDCPA at least 3 dozen times now since this letter dated XX/XX/XXXX was sent in the mail to me as this letter implies that all collection efforts should have stopped as the evaluation of my Forbearance Application had started as my application had been determined to be complete on XX/XX/XXXX, and any collection efforts or actions taken after this date would be considered a violation of the FDCPA as these actions could be interpreted as abusive and unfair. I would like the CFPB to investigate this and if XXXX XXXX is found guilty to have violated the FDCPA, then I would like a Right to Sue Letter which will help me file a lawsuit in the State of New Mexico against XXXX XXXX. Shellpoint has also violated the FDCPA as well as they also sent me another letter also dated XX/XX/XXXX, in which I also received in the mail on XX/XX/XXXX, which now demands that I now pay {$5700.00} no later than XX/XX/XXXX, or Shellpoint may refer my mortgage loan to foreclosure. Instead of extending my deadline by 30 days from XX/XX/XXXX, Shellpoint has now shortened by deadline date to XX/XX/XXXX, which is not only abusive and unfair, but is also deceptive collection practices as I also received a letter from Shellpoint dated XX/XX/XXXX, already mentioned above, that they were in the evaluation process of the Forbearance Application and that one would expect all collection efforts to cease at this time during this evaluation process, but it has not, Shellpoint has still been trying to collect money from me during this same time period which again violates the FDPCA as these collection practices by Shellpoint are abusive, unfair and especially deceptive. I would also like the CFPB to investigate this and if Shellpoint is found guilty to have violated the FDCPA, then I would like a Right To Sue Letter which will help me file a lawsuit in the State of New Mexico or in federal court against Shellpoint. Under the guidelines of the FDCPA, I may bring a lawsuit against the debt collector in state court or in federal court. In the lawsuit, I must prove that the debt collector violated the FDCPA and a Right To Sue Letter would prove me this proof and if I am successful, I might be able to collect {$1000.00} is statutory damages, and possibly more if I suffered harm from the violations which I have such as the fear of losing my job which is 100 % remote out of my house/property, loss of sleep due to the fear of foreclosure, and suffered other medical issues which will be present in court during my trial. On XX/XX/XXXX, I received an email from XXXX XXXX advising me that due to the significant delay the deferment review has been cancelled. It appears that XXXX XXXX has again violated the FDCPA by using abusive, unfair, and deceptive collection practices as he does not state what the significant delay is due to. I was not requested to provide any additional documentation or clarify any of the documents I submitted with my Forbearance Application, and I strongly believe it is unfair for this to happen. I strongly believe both Shellpoint and XXXX XXXX are trying to illegally foreclose on my house. They both refused to work with the XXXX XXXX XXXX XXXX XXXX regarding my HAF Grant Application, they sent me contradictory letters with the same date being XX/XX/XXXX, in with one letter indicates they are ceasing collection efforts while they complete the evaluation process of my Forbearance Application and at the same time, the expedite the date in which I need to bring my past due mortgage current from XX/XX/XXXX to now XX/XX/XXXX. Again, On XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00}. My approved Program Assistance Application has been forwarded to the accounting department for payment processing and to allow at least 14 business days for processing, which almost 3 weeks and this payment will be sent to my housing provider which is Shellpoint at this time. Again, Shellpoint will be getting money in the amount of {$6400.00} from XXXX XXXXXXXX XXXX XXXX from the approval award regarding my HAF Grant Application. Shellpoint is demanding that they receive {$5700.00} by XX/XX/XXXX and now by XX/XX/XXXX, and neither of these deadline dates can be met as Shellpoint purposely ignored all requests from the XXXX XXXXXXXX XXXX XXXX regarding my HAF Grant Application in the Portal in an effort to delay my application from being approved in a timely manner which has now prevented in the amount of {$6400.00} from XXXX XXXX XXXX XXXX from the approval award from the HAF Grant Program. Because of these abusive, unfair, and deceptive collection practices by Shellpoint as well as by XXXX XXXX, there should no longer be a deadline date for the XXXX XXXXXXXX XXXX XXXX to meet in order to get my payment of {$6400.00} to Shellpoint to avoid foreclosure. My house/ property should in no way now be at risk of foreclosure since back on XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00} and Shellpoint is only looking to collect {$5700.00}, but if you add the {$400.00} in the Unapplied Balance I have at Shellpoint to the {$6400.00} from XXXX XXXX XXXX XXXX XXXX then this combined money will pay all my past due mortgage payments through the end of XX/XX/XXXX and making my next mortgage payment due on XX/XX/XXXX, which I am planning to make on XX/XX/XXXX. I really need the CFPB to have Shellpoint and XXXX XXXX at Shellpoint to cease all their collection efforts against my house/property and to stop threatening or even wanting to foreclose on my house/property at they will again be receiving payment in the amount of {$6400.00}, but dont know the exact date, but I assume it will be before XX/XX/XXXX and most likely not prior to XX/XX/XXXX or XX/XX/XXXX which are deadline dates given to me by Shellpoint. Again, Shellpoint ignored the fact that I had applied for the HAF Grant Program and never sent me a letter indicating that they were aware of the fact that I had applied for the HAF Grant Program. Instead, both Shellpoint and XXXX XXXX have violated the FDCPA in their collection efforts to collect on my past due mortgage loan and they way they violated the FDCPA was through abusive, unfair, and deceptive collection practices and they should be help liable for their illegal actions taken against me. Shellpoint was made aware of the fact that the XXXX XXXXXXXX XXXX XXXX back on XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00} as this information was entered into the Portal that again is monitored by the U.S. Department of the Treasury. Once Shellpoint received this notification in the Portal, they should have ceased all collection efforts at this time but failed to do so. But Shellpoint and XXXX XXXX should have ceased all collection efforts after XX/XX/XXXX, as again I received a letter dated XX/XX/XXXX, from Shellpoint advising me that my application for the Forbearance Program was now complete and due to the completion of my application has granted me protection from foreclosure while they evaluate my application. But this has not happened as I continue to receive collection phone calls from both Shellpoint and XXXX XXXX regarding my past due mortgage and advising me, I need to make a payment as soon as possible to avoid foreclosure. Again, this is abusive, unfair and deceptive collection practices by both Shellpoint and XXXX XXXX as they continue to perform collection practices against me even after I was advised in writing in a letter dated XX/XX/XXXX, that I am me protection from foreclosure while they evaluate my application and even after they again were informed by the XXXX XXXXXXXX XXXX XXXX that back on XX/XX/XXXX, I was approved for the HAF Grant Program, and my award amount is {$6400.00}. I need the CFPB to have Shellpoint and XXXX XXXX at Shellpoint to cease and desist all collection efforts immediately and if they fail to do so, then I would like the CFPB to pursue federal criminal actions again both Shellpoint and XXXX XXXX at Shellpoint because again they both are engaged in abusive, unfair, and deceptive collection practices. I also need the CFPB to investigate my claims that both Shellpoint and XXXX XXXX at Shellpoint because again they both are engaged in abusive, unfair, and deceptive collection practices and to please issue me a Right to Sue Letter if they are found guilty of these abusive, unfair, and deceptive collection practices during your investigation. Thank you very much in advance for your help!
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| 06/03/2020 |
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- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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To Whom this may concern, XXXX Im in dire need of some help and investigation into a predatory loan I recieved to purchase a house at XXXX XXXX XXXX XXXX XXXX XXXX on XXXX. Please bear with me because i feel the need to te explain the History of events that has lead to this complaint against XXXX XXXX XXXX XXXX XXXX/XXXX XXXX XXXX/XXXX XXXX/XXXX XXXX/XXXX XXXX/Shellpoint Mortgage. This is how many companys that my original Purchase Money Mortgage has been Transfered to. I really dont know if the last two are ligitimate since they never sent me letters of assignment, and my explaination of whats happening currently, will follow within this complaint, after the History getting me to this point. I know its alot to process ... Please try to imagine how confusing its been to me to be at the XXXX end of the stick these companies have been smaking me with causing me unbearable mental stress and great financial Harm.
I originally bought this house ( XXXX XXXX XXXX XXXX XXXX. XXXX ) directly behind a home i lived in and that was owned by a close friend whom had died in the home. i paid XXXX for it and used a purchase money mortgage thru XXXX XXXX XXXX XXXX Mortgage loan # ( XXXX ) to buy it. They made purchasing it very difficult because we were in a minority neighborhood that had been redlined and the mortgage broker acted like i should be glad he could find any lender at any rate to finance it. I hadnt planned on keeping the loan for very long. i was just trying to secure it until i could pay it off quickly ... Little did i know I was about to come under attack.. I had great credit and put down 20 % and after all loan fees ect they finally granted a mortgage for XXXX on it. It was immediatly assigned to XXXX XXXX XXXX then assigned it to XXXX XXXX and then the proplems started..I wasnt even sure if my mortgage company was ligitimate at this point since they transfered it to so many so quickly ... They just felt like someone trying to steal the property and immediatly also started stating they would get a deficit judgement and come after my Home i lived in if i didnt pay any monies they demanded. They immediatly started attacking and harrassing me and putting force place insurance on the property ( even tho i had insurance ) and making me prove mutiple times that i did have insurance. The original pmt was {$320.00} They stopped accepting my payments because i wouldnt pay there force placed insurance ... I had insurance on it and provided proof but they said until i paid what they said i owed and would have to await a refund or they would not accept my payments.. They then started with multiple inspection fees ... late fees ect that spiraled out of control thus leading to the filing for a foreclosure on XXXX ( case # XXXX ) in XXXX XXXX XXXX Dismissed XXXX .They did this Less than 1 year of my purchase. I had to get a 2nd mortgage on my home to pay them and there Attorney the money they demanded to stop the foreclosure. Whick turned out to be a few thousand more than was owed which they eventually returned to me a few months later without a full explination why.. I wish i could say this was the end of it but it really was only beginning.
XXXX then transfered the Loan to XXXX XXXX which almost immediatly started with similar tactics ... Id just pay what they wanted and then wait for the refunds ... they eventually would come. This went on for years.. Then in XXXX They hired a new guy ( Im assuming because id never heard from him before ) He started calling saying my pmt was late every month ... I sent them on the first when i got paid which was the due date. but by the 2nd of each month id get a call from him wanting a copy of check sent tho i had a grace period..This was before i started using online Banking so i had no copies of the checks sent. If i wouldnt answer the phone he would keep calling until i did ... multiple times a day demanding i pick up the phone even tho i wasnt home. Id have to hear my filled ansering machine play these messages back almost daily. this went on for years..dealing with force placed insurance and constant calls from this guy.. I tried to reach out to a supervisor but somehow he had locked in my phone number so i could only speak with him no matter what phone number id call for XXXX.
In XX/XX/XXXX i did fall behind a payment by 8 days. I told him i needed some help and asked if they would work with me because i was mailing the check out now. Id gotten sick and as soon as i said i was XXXX XXXX things changed with him immediatly i could hear it in his voice.. He burrated me and started calling 10x a day now. He said i couldnt catch the payment up unless i paid about XXXX in costs that Foreclosure has started.. I sent in my next 3 payments and they wouldnt cash them ... i noticed this in my checking statements..But they hadnt returned them either.. This guy called so many times a day i could even answer my phone anymore for any reason ... He would call using blocked numbers. He called 30x on XXXX right up till 9 at night ... I took a picture of my caller ID. and documented this into the answer to the foreclosure complaint they eventually would file.. In XXXX i started answering the calls just to end up having long arguments with this guy ... He said he was going to make it his personal mission to destroy me. I couldnt believe what i was hearing.. He then started calling my neighbors asking for me. They would tell him i dont live there but he would still call them..I was so humiliated.. I told him i took a picture of my caller id showing he called 30x on XXXX XXXX XXXX then he hung up on me. It didnt stop his calls but the amount went down..when i answer to try and talk he wouldnt say a word.. just laugh and hang up.. i wrote a letter finally to XXXX. telling them about this guy and got no response. in XXXX i get a letter with nothing in it but my XXXX XXXX XXXX uncashed mortgage checks in it. I still have them..i throw away nothing. Then a few weeks later another envelope with my XXXX pmt in it..Then suddenly all calls stopped..Then i get a loud knock on my glass front door Serving me with a foreclosure Notice Dated XXXX.File # XXXX. The guy delivering it started an argument and said this wouldnt have happened if id Paid my XXXX ( I want say those words ) mortgage pmts.. Then i call theyre Attorneys and they say that it would take about XXXX to stop this.. I fell apart ... I knew i didnt have XXXX ... The tenants had moved from the house after staying for 5 months without paying rent..There was an inspector showing up every other day taking pictures and of coarse adding fees ontop of the XXXX. I had a nervouse breakdown over this..Thank God my Doctor put me on Medication so i came out of panic mode and started defending myself thru the court system responding to every letter. XXXX had hoped they had broken me down so they could just get a default and take my house ... Once they seen i was defending myself they stopped participating in the foreclosure they initiated so the Court DISMISSED the Case for LACK OF PROSECUTION on XXXX. I had No idea there was a Civil suite against XXXX of which they were fined MIllions for the very same things they had been doing to me.. I should have been afforded an opportunity to participate or for all I know my mortgage may have been included in that settlement.. I just happen to come across this while researching a bit to prepare this letter.
I then hear nothing from XXXX for 2 years and Not Knowing they now had changed there name to XXXX of which they never sent me a letter saying the servicing had been transfered to XXXX ... Then They start a New foreclosure case # XXXX on XXXX. This time i hire an Attorney.. Then on XXXX They petition the Court and Do a Voluntary Dismissal. I didnt know it at the time but They had filed for Bankrupcy. Even tho i was in active litigation with them i had never been contacted about there Bankruptcy or i would have sent a letter to the Court Handling it. For all i know imy mortgage may have also been included in the Bankruptcy..
Now finally we get to the reason of this Letter/Complaint.
On or around XXXX Someone showed up to the property thats the subject of this letter claiming to be a representative of MY mortgage company and were walking around taking pictures..wearing No Masks during our Ordered Stay At Home Orders from our local and state Governments scaring my current tenants there ... Then the next day a Lady pulls up into the yard off the driveway and right up to the house taking pictures saying shes from my mortgage companys insurance company once confronted ... The Tenants had run down to see whats going on and why shes taking pictures and she says " well just in case the house burns down we need records of whats here '' XXXX This really scared them..They didnt know if that was a threat or what. Then a letter comes to that address on or about XXXX..addressed to me Sent Via XXXX from Shellpoint Mortgage servicing. At the time im up North, out of state, helping look after my Cousins because my XXXX contracted XXXX and was in Hospital and later passed into Gods Arms ... I get in my car and Drive 10 hrs back here after hearing how frighned my tenants are and to get the letter which i have that states.. " As you are aware your loan is delinquient and we have made several attempts to contact you '' Which is not True. i then turn around and drive 10 hrs back up North at which time my XXXX now has died just to get another call from my tenants that theres a letter now in the mail box from Shellpoint addressed to me that says Statement.. I did not rush back this time but did come home early, and a few days later after telling the renters to forward it to my home address. ( When i was down just a few days earlier i also put in a change of address tho Ive never lived at that property or ever received mail there ) .. Ive been at my current Home 10 years and all previous correspondance concerning any mortgage or litigation concerning that property and The Property Tax Bills have all come here to my home at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The first letter that came to the subject property via XXXX said i owed {$34000.00} to this company dated XXXX. And the second letter sent by regular mail that was forwarded to me has an amount owed as {$77000.00}. The loan numbers with each of the companys i listed at the top of this letter all have different loan numbers but the last 3 do all have the Same mailing address. I suspect its all XXXX just different names. I do not know this company ... have never had any correspondance with them before and suspect its a fraudulant company thats attempting to get money from me concerning a mortgage that may have been desolved thru one of the 2 legal proceedures i mentioned above XXXX Class Action Suite settled for 63 Mil to the FTC and CFPB or the XXXX Bankrupcy case.. This loan may have been written off via the Return filed to the IRS or as part of the Bankrupcy proceedings of any of the abouve mentioned Mortgage companies. No proff of this loan being ligitamte or transfered has ever come to me.
Please inquire as to the ligitimacy of what theyre attempting to get from me.
Also ... .This Loan no longer shows on my Credit Report as its been removed, from what was explained to me by a representative at the credit bureau XXXX due to statutory credit reporting guidlines and no suit has been filed against me nor a lis pendings filed against my property, Its so inappropriet for these people to be starting all this during this pandemic when im at such a disadvantage to defend myself, They now have been coming by my home in XXXX XXXX taking pictures but speed off when i try to ask them to identify themselves. Any Help you can give would be greatly appreciated. I did send them a certified Letter over 3 weeks ago and they want even sign for it.. I suspect its the same XXXX People just under another name hiding from Liability. The tactics seem to be following the same pattern. i am getting lots of calls from unknown numbers but No messages being left. Ive had the previous owner and a Tenant die in the home falling dead in the same spot. They both were extremely close to me and i will fight till the end of all legal battles to keep this house. Tho its covered with asbestos siding that needs abating and has the old nob n tub wiring..Bad roof and a Tree unleveling its foundation it means the world to me.
I do request a formal investigation into this matter. Ill put the info in here as to the current company thats doing this. This has been going on for 10 years for a house barely worth its assessed value.. The original XXXX company representative said HE would rather sell it on courthouse steps for pennies on the dollar than back off on attacking me ... DISCRIMINATION HAS TO STOP! Im sick of being Bullied. Fining these companies and allowing Bankruptcy does no good when all they do is change there name and keep the same people there who caused the problems to start with.
Thank You Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Company Harrassing me and my tenants at my house XXXX XXXX XXXX XXXX Florida XXXX is : Shellpoint Mortgage Servicing and Loss Mitigation Consultants alleged Loan # XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is first return address on first letter and one i sent a certified Letter too XXXX XXXX XXXX XXXX XXXX XXXX This is where theyre demanding payment to be made too in 2nd Letter
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| 05/24/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XXXX of XXXX, I contacted my mortgage servicer, NewRez-Shellpoint Mortgage Servicing, about ending my COVID forbearance and resuming payments. My point of contact, XXXX XXXX XXXX, discussed with me the options of bringing my loan back current. The options I was provided were to pay the balance accrued during the forbearance as a lump sum, break it up into a payment plan over the course of 3 months, or I could enter into a loan modification. I chose to enter into the loan modification because due to XXXX and losing my job, I had depleted my retirement and savings to help my family stay above water, therefore I did not have the lump sum all at once or even over the span of 3 months on top of my regular monthly payment. I asked about going on to make a payment and it was explained to me by XXXX XXXX that upon entering the modification agreement I would not have to make a payment until the effective date listed in the loan modification agreement. She explained that she would be getting the loan modification documents together and she would be sending me the paperwork in the mail. I would need to sign the documents, get them notarized, and send them back in order for the modification to go into effect. She stated she would be getting the documents in the mail as soon as possible and the effective date would be set for XX/XX/XXXX as the date I resume payments. I was further assured that there would be no reporting to my credit during this process until the modification was finalized. I awaited the documents to be sent, but after not receiving notification of the documents being sent for a couple of weeks, I reached back out to XXXX XXXX inquiring why I had not received the documents. XXXX XXXX apologized for the documents not being sent and stated she would get right on it. I asked about making a payment on XX/XX/XXXX as discussed and she stated that she would be setting the effective date back to XX/XX/XXXX due to the delay in the paperwork. I asked if this would negatively affect me and she stated it would not. On XX/XX/XXXX, I received notification via the secure messaging system through Shellpoint that my documents were sent out. As XX/XX/XXXX neared, I had not heard from XXXX XXXX or any other loss mitigation representative about making a payment on XX/XX/XXXX. So on or within the days prior to XX/XX/XXXX, I contacted the loss mitigation department. I explained the conversations with XXXX XXXX and the delay in receiving the paperwork. The female representative was able to pull up the documents and stated that while making a payment is always encouraged, I was not obligated to make a payment until XX/XX/XXXX, the effective date of the loan modification documents. I asked about negative credit reporting and was told that my credit would only be hit negatively if I did not make my payment on XX/XX/XXXX or thereafter as my XXXX payment was being wrapped into the loan modificaiton. She explained that if I made a payment now, it would only lessen the amount being wrapped back into the loan with the modification and it would only lessen my payment by a couple of dollars. With the information provided, I opted to not make a payment and use the payment amount to start rebuilding my savings. As I moved forward throughout the process, there was an issue with the first set of documents due to the spelling of my name. Shellpoint had my name spelled XXXX instead of XXXX. The error was my fault due to when I opened my mortgage in XXXX, there had been an error found on my birth certificate and I was in the process of getting the error fixed with the XXXX XXXX XXXX, but had not received my new, corrected birth certificate prior to signing for my mortgage. Upon receiving my corrected birth certificate and updating my license, I failed to reach out to XXXX, my servicer at the time, to have the spelling corrected. I explained this to XXXX XXXX and she requested that I send a letter stating what happened along with my driver 's license so that they could fix the issue. A couple of days later I was contacted by another representative requesting that I send a copy of my birth certificate to provide further support as they were going to attach all of my documents to the loan modification when they filed it with XXXX to go ahead and get the modification in place. During this time, I was hit with a 30-day late payment for missing a payment in XXXX. I reached out to XXXX XXXX who stated she passed along my concern/dispute but instructed me to send an email to loan servicing as well. In my email to XXXX XXXX, I explained the issue and I had explained what XXXX XXXX and other representatives had informed me about negative credit reporting. I quoted a representative stating the " paperwork would catch up '' in regards to the delay in filing the modification.This was eventually fixed and listed as " no data. '' I went on to thank XXXX XXXX for forwarding my dispute and asked about the status of my loan modification as I had only been told that my name change was being corrected and that was it. ( During this time as well, I made my XX/XX/XXXX payment as stated in the loan modification and continued making my required payments every month after. ) Within the following week, I received another set of loan modification documents with no explanation as to why I was receiving them. I contacted Shellpoint and they informed me that they updated the spelling of my name and wanted to redo the documents with the correct spelling so they did not receive pushback from XXXX. I complied and on or around XX/XX/XXXX, I went to my bank to redo the paperwork. Upon reviewing the paperwork, I found there was an additional document sent that needed to be signed and notarized. My notary and I were confused about the additional document and contacted Shellpoint asking for more information about the document. Unfortunately, I was informed by the representative that their system was down and he was unable to review the document in question. After putting me on a lengthy hold, he was able to reach out to another representative who was able to put up the document and it was explained that it was an XXXXXXXX document. I expressed that I had not received that document in the first set of paperwork, to which he stated that must have been an error on Shellpoint because that document was required for any loan modification for XXXX It was concluded that Shellpoint was unable to file my first set of paperwork along with my supporting documentation regarding the spelling of my name because they did not send the XXXX document. During the time that the male representative was obtaining the information necessary to answer my questions, I had to leave the bank in order to be at work on time. The representative apologized for the delay and the confusion, but due to me being unable to get the document signed and notarized the same day as the loan modification, he was going to go ahead and put a request in for new documents to be sent out. Due to the holidays, there was a short delay in receiving the paperwork. Once I received the paperwork, I reached out to Shellpoint 's notary service they provide to their customers. Upon reaching out, I found that XXXX XXXX had to put in a new request for the notary service. I emailed XXXX XXXX on XX/XX/XXXX explaining that a new request needed to be sent. On XX/XX/XXXX, XXXX XXXX emailed back stating she had submitted the request and the notary service should be contacting me within 3 business days. I waited over a week and was never contacted. On XX/XX/XXXX, I spoke with the notary services and they stated it could take up to 10 days for the request to come through, so on XX/XX/XXXX, the request should have already come through. I contacted XXXX XXXX via email the same day stating the notary service did not have a request on file and asked for clarification. The issue was cleared up and I scheduled a time and day with the notary service. When the day came for the appointment, I was not contacted by anybody and therefore did not utilize the notary service. Tired of waiting, that Monday I found and paid for notary services in the county over from me so I could get the third set of documents submitted on XX/XX/XXXX. Throughout this time, I continued making my payments on the first of every month as I was instructed to do back in XXXX because the explanation provided to me was the " paperwork would catch up '' and everything would be backdated to the listed effective date of XX/XX/XXXX. On XX/XX/XXXX, I had to reach out to XXXX XXXX and loan servicing again because Shellpoint had reported a 90-day late payment for XXXX. I again reiterated what I was told about the negative reporting AND I explained that I had made my XXXX payment as agreed upon in the modification. XXXX XXXX apologized and stated she was sending on the dispute as she did last time. While awaiting the error to beas fixed and my credit to be updated, I received a fourth set of documents without any indication as to why I was receiving another set of documents again. After a couple of days, I contacted Shellpoint and spoke to a female representative in loss mitigation. The representative told me the reason I was receiving new documents and further apologized for the inconvenience stating that upon new documents being sent to me, my point of contact, Ms.Fletcher, was supposed to contact me each time explaining why the previous set of documents wasn't accepted and what needed to be fixed and done on the current set of documents. I explained to the representative that had not been the case throughout the whole process. The representative apologized again and went on to review the documents with me explaining what exactly needed to be done for the documents to be accepted. After this, I was able to complete the documents exactly how Shellpoint wanted them and they were finally accepted on XX/XX/XXXX. Throughout all of this time, my credit still had not been fixed for the 90-day late payment reported for XXXX and I was hit again with a 120 late payment for XXXX. I reached out to XXXX XXXX and loan servicing MULTIPLE times to get this fixed, but it was never fixed. Upon calling and speaking to a representative, I was told that throughout the process I was told wrong about not getting hit negatively and I was also misinformed about the paperwork " backdating '' to the effective date.I went back and forth with the representative because I felt what I had been told throughout the process should be honored. I further explained that the loan should backdate to XX/XX/XXXX as that was the date set forth in the loan modification, and being that the modification is a legal contract agreed upon and signed by myself and Shellpoint that date should be honored. This representative was especially rude and continued to put me at fault and at blame despite me quoting and explaining everything I was told. She went on to state that the modification is only effective when it is signed by Shellpoint and approved. I explained if that were the case then the effective date should have changed with every new set of documents, but it did not hence why I was told the modification would backdate to XX/XX/XXXX. I continued with this representative until she became so rude, that the conversation was going nowhere and I had to hang up the phone. I eventually called back and spoke to another representative later in the month of XXXX to which that representative apologized multiple times and stated she could see all of the calls on those dates I was referring to, but she was unable to listen to the calls. The representative went on to provide me a copy of the Loan Modification as Shellpoint had yet to send me a final copy as the agreement stated they would. I have requested Shellpoint to send me the recordings of every correspondence, to which they denied, therefore I requested all phone recordings be reviewed so they can hear and honor what was explained to me during the process. I received a response stating they reviewed two phone calls in XXXX and they found nothing to support my claims. I again requested all phone calls to be reviewed, specifically the phone call on or within the few days prior to XX/XX/XXXX as this was when the representative told me I would not be hit with negative reporting for XXXX and would only get hit if I did not make my payment on XX/XX/XXXX as that was the effective date in the agreement. Additionally, it was a subsequent phone call in XXXX when I called to make my payment in XXXX that a representative told me once the loan modification was accepted and filed, it would backdate to XX/XX/XXXX being as that was the agreed-upon effective date. This has been especially frustrating because I have never had a late payment on my mortgage since I bought my house in XX/XX/XXXX. I had always made my payments on time to my first provider, XXXX. Then in XXXX when my servicer was switched to Shellpoint, I made all my payments on time until my XXXX forbearance started in XX/XX/XXXX. I made every effort to remedy my account and start back payments as soon as I was able. And when I was told I was obligated to return making payments, I have done so on-time every month since XX/XX/XXXX.
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| 07/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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Complaint 3 The petitioner request the CFPB Management Supervision for this complaint in connection with the two previous complaints, case id ( s ) XXXX & XXXX XXXX.
The petitioner argues, the respondent has not honored the question relating to the part of the debt in arears of {$1500.00}. The respondent can not explain in clear and plain language where four months of arrears are situated in the 48-month tenure of this loan servicer. At best, the petitioner argues, he was 1 to 2 months behind, but before the 2nd month came up a payment was made. The XX/XX/XXXX, payment was made, but the servicer halted the XX/XX/XXXX, payment till the TPP schedule the XX/XX/XXXX, plan. Time is critical when XXXX has imposed time-limit on a forbearance agreement, where the respondent seems to be buying the time.
This petitioner comes before the CFPB in complaint 3, that respondent Shellpoint Servicing, Escalation Dept, denies the petitioner the soundness granted by the policymakers of RESPA, REGULATION X, AND 12 CFR 1024, ETC. The petitioner believes, he has the right to pursue this claim under the CFPB, and should be allowed all privileges due according to the public regulations. The petitioner believes, he was abused by unfair business practices, when the loan servicers completed the loan modification process including the TPP. The petitioner believes, the loan servicer was obligated to disclose any information pertinent to this loan modification, in-progress, including an upcoming transfer. This petitioner believes he was held in the dark, by the way of deceit when all of a sudden, the loan transferred injuring the petitioner in the amount {$2000.00}, which is now the subject of XXXX XXXX XXXX, the new loan servicer. This injury subjects the petitioner to unwanted forbearance which warps the petitioners budget wrongly. Forbearance is a deduction in status and not same as a loan modification agreement, which was established by the successful completion of the TPP in XX/XX/XXXX. The institution of papers signing is the responsibility of the loan servicer not the successor. Like all documents which are ordinarily forwarded to the subject address and fees charged, this one too, should had undergone the same procedure. So, there is really no underlining excuse such as given to XXXX, that the petitioner failed to sign the assumption agreement. This is unacceptable.
This petitioner believes as a result of the aforementioned act committed by the respondent, the respondent violated negligence by not giving the proper duty of care to this transfer. Nor does the respondent acknowledge, this gallant duty of care, in the two previous complaints.
Courts are just beginning to consider the general rights of homeowners to be evaluated for a loan modification. Indeed, the CFPBs regulations requiring loss mitigation procedures and enforceable by private right of action only took effect in XX/XX/XXXX. XXXX. Mortgage Servicing Rules Under the Real Estate Settlement Procedures Act ( Regulation X ), XXXX Fed. XXXX. XXXX, XXXX ( XXXX XXXX, XXXX ) ( codified at XXXX C.F.R. pt. XXXX ). XXXX, There has scarcely been time to reach court decisions on those rules. Extending the evaluation right to successor homeowners is a topic even fewer courts have addressed. XXXX of the first cases to consider the rights of successor homeowners to evaluation for a loan modification was XXXX v. XXXX XXXX XXXX XXXX, XXXX. XXXX. No. XXXX, XXXX WL XXXX, at XXXX ( E.D. XXXX. XXXX XXXX, XXXX ). XXXX XXXX inherited a home as the successor trustee to her mothers trust after her mother, the original borrower, passed away XXXX. Id. XXXX notified XXXX of the borrowers death and communicated with XXXX for many months in an attempt to obtain a loan modification. XXXX. Id. at XXXX. XXXX sent multiple letters to XXXX XXXX, XXXX deceased mother, as XXXX XXXX XXXX XXXX XXXX soliciting a loan modification application. XXXX. Id. at XXXX. Then XXXX sent a loan modification offer letter to XXXX XXXX XXXX XXXX. XXXX. Id. XXXX signed and returned the modification trial plan offer and made all three payments, only to be told by XXXX that she was denied for the modification because she was not the borrower. XXXX. Id. The court allowed XXXX to proceed with claims for negligence and unfair practices and found she had pled facts supporting a breach of the duty of care in the loan modification process. XXXX. Id. at XXXX, XXXX. The XXXX court offers an indirect approach to the problem of successor homeowners based on the intuitive unfairness of servicer conduct in these situations, XXXX. See id. at XXXX but the court did not conduct an analysis of the underlying legal rights of the parties. XXXX. XXXX id. at XXXX. The Texas federal district court in XXXX XXXX XXXX XXXX, XXXX. XXXX. XXXX XXXX XXXX. XXXX XXXX ( S.D. XXXX. XXXX ) offers the clearest and most coherent analysis of the relationship between a loan modification and an assumption. In that case, the court found that once the successorthe daughter of the original borrowerassumed, she stepped into the shoes of the mortgagor, with all the rights and responsibilities of the original borrower. XXXX. Id. at XXXX. These rights included the right to cure a default, right to receive a notice of any breach, and full authority to negotiate a loan modification agreement, even though the mortgage was in default at the time. XXXX. Id. at XXXX. Analytically, this approach makes sense. Upon assumption, the successor homeowner becomes the borrower with all the attendant rights and obligations. XXXX. XXXX id Mortgage modifications are routinely negotiated for borrowers who are in default, and the successor status of the borrower is not, in itself, a bar to a work out arrangement. At least XXXX bankruptcy court has agreed and permitted the successor homeowner to participate in a court sponsored loss mitigation program. XXXX. In XXXX XXXX, XXXX B.R. XXXX, XXXX XXXX XXXX. S.D.N.Y. XXXX ). In a cursory settlement conference decision, however, a New York state judge dismissed the argument that the XXXX XXXX exclusions give successor homeowners the right to be considered for a loan modification. XXXX. XXXX Bank XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX Sup. Ct. XXXX ). The homeowner apparently had not assumed the loan in that case, and the judge relied on the lack of privity between the parties in holding that the borrower had no right to be evaluated for a loan modification. XXXX. But see In re XXXX, XXXX B.R. at XXXX ( rejecting the privity argument in the bankruptcy context and finding that a successor homeowner, protected from the exercise of the due-on-sale clause under the XXXX XXXX XXXX, was entitled to participate in a court-sponsored loss mitigation program ). The decision leaves open the possibility that if the homeowner had assumed the loan, like the homeowner in XXXX, the court might have reached a different result. XXXX. XXXX XXXX, XXXX XXXX at XXXX. As it stands, the courts decision flies in the face of guidance issued by XXXX XXXX, XXXX XXXX, and the Treasury Department requiring that successor homeowners be evaluated for a loan modification as if they were the original borrower and that an assumption be processed. XXXX. Muse-Evans, XXXX note XXXX, at XXXX ( successor homeowner must be evaluated for loan modification as if borrower and packet should be forwarded to XXXX XXXX for modification review and related assumption ) ; XXXX XXXX XXXX, XXXX note XXXX ( requiring simultaneous modification and assumption ) ; XXXX XXXX, XXXX note XXXX, at XXXX. For the programs they oversee, XXXX XXXX, XXXX XXXX, and the Treasury Department require servicers to evaluate successor homeowners for a loan modification and, if approved, to simultaneously process the modification and then and an assumption. XXXX. Muse-Evans, XXXX note XXXX, at XXXX ; XXXX XXXX XXXX, XXXX note XXXX ; XXXX XXXX, XXXX note XXXX, at XXXX. This requirement is imposed so that successor homeowners can know in advance of assumption whether or not the servicer will approve the homeowner for a loan modification and what the terms of that modification will be. XXXX. XXXX XXXX v. Bank XXXX XXXX XXXX, XXXX XXXX. Rptr. XXXX XXXX, XXXX ( Ct. App. XXXX ). For most homeowners, it makes no sense to assume a mortgage loan that is in default with unaffordable payments unless an affordable loan modification is assured. XXXX. See XXXX XXXX, Mortgage Modification Defaults Occur for XXXX in XXXX Borrowers, Study Says, XXXX XXXX XXXX XX/XX/XXXX, XXXX PM ), http : XXXX XXXX. When servicers require assumption before evaluation and block assumption on the basis of default status, successor homeowners are trapped. XXXX. See XXXX XXXX, Guidelines Help Heirs Assume and Modify Loans, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX : XXXX loans.html? _ XXXX. Recognizing this XXXX, XXXX XXXX, XXXX XXXX, and the Treasury Department in its XXXX XXXX have all instituted procedures where a successor homeowner is evaluated for a loan modification before being required to assume the mortgage. XXXX. XXXX XXXX XXXX XXXX3, XXXX note 49 ; XXXX XXXX, XXXX note 99, at 129 ; XXXX-XXXX, supra note 49, at 1. Unfortunately, many servicers have not caught up with these policies and have continued to spread misinformation about the rights of successors to apply for a loan modification before assuming the loan. XXXX. XXXX XXXX, XXXX note XXXX Successors continue to report being told that the servicer can not talk with them about the loan or evaluate them for a modification because they are not the borrower, so many successor homeowners have found relief from bankruptcy courts. XXXX. See infra XXXX VI XXXX for bankruptcy de-accelerates the debt, which allows the successor to cure the default. XXXX. XXXX, XXXX, XXXX XXXX XXXX, XXXX. XXXX, XXXX WL XXXX, at XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) ; In re XXXX, XXXX B.R. XXXX, XXXX ( XXXX. D.S.C. XXXX ). The use of bankruptcy to protect the rights of successor homeowners is the subject of the following Part.
So, again the question stands to whether this case, that is, loan # XXXX involving XXXX XXXX. XXXX, mortgagor, and successor XXXX XXXX XXXX, heir v. Shellpoint Mortgage Servicer. Here the petitioner persists the loan modification of XX/XX/XXXX, progressed through the Trial Period Plan, but then was interfered with misinformation, delays and indecisiveness. It does not excuse the negligence to go forward with a transfer abruptly without making the successor aware of the seriousness involved, and vulnerabilities at stake concerning the shortness of time before the transfer is to take effect. There is no excuse for not discussing thoroughly in the months of XXXX and XX/XX/XXXX, the approaching of a transfer. As it is alleged, the transfer was done in secret, and was deceitful. There are how days in XXXX., that silence exist when we should be talking. Nowhere in the files or tapes, can Shellpoint or its representatives verify that this disclosure was properly administered. This homeowner had every right to have this information and understanding to the future of this loan, and should not be legally denied. That the courts do not permit the play with words in an effort shuffle into a winning position. Shellpoint knowingly, that this misinformation would fail the budget of this petitioner, use the silence ( deceptive omission ) to through the loan into default.
The petitioner alleges and re-iterates further, there is a great case aforementioned above for negligence and unfair business practice. In fact, the petitioner believes the XXXX XXXX XXXX XXXX Institution Act prohibits the problems Shellpoint has given this heir in loan # XXXX.
The petitioner believes there is an element of deceit and trickery within this complaint when Shellpoint withholds the information regarding the transfer. The petitioner believes he can be heard in a court of law when this proposed deceit and cause the harm in the form of the forbearance which XXXX presents to the debt of arrears ( {$2000.00} XXXX upcoming in the next month. The deceit when defined : lying in the real world covers more than lying studied in the laboratory : lying is often done for personal or ideological gain ; it can harm the victim, and it is often carried out over a considerable span of time. More broadly, deception includes more than lying. In fact, deception can be carried out without explicit lying.
Deception can be defined broadly as the manipulation of appearances such that they convey a false reality. However, when one tries to list a variety of deceptions and their contexts, it becomes difficult to find a common set of features that characterizes all of them. At best, the various at best, the various types of deception bear what XXXX XXXX XXXX ) calls a family resemblance to one another. Deception includes both dissimulation ( hiding or withholding information ) and simulation ( putting out wrong or misleading information ). Both deception and lying can be accomplished by omission as well as by commission. Interestingly, folk theories of deception are more likely to attach moral significance to deceptions accomplished by commission than to those accomplished by omission.
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| 10/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Our mortgage experience with GREEN TREE SERVINCING originated out of our original loan in XX/XX/XXXX with CONSECO FINANCE f/n/a GREEN TREE FINACIAL SERVICING. While my complaint is directly related to the current actions of GREEN TREE SERVICING and DITECH FINANCIAL it is a direct result of a clear and calculated plan of these entities and their owners to circumvent and violate consumer laws using name changes, bankruptcy and/or creating new entities to shield their assets and avoid being held accountable and denying consumers the means to seek legal remedy caused by their actions. While the actions alone of a corporate name change, creating a new entity or filing bankruptcy may not be illegal doing them in concert with knowledge of avoiding the consequences of wrong doing and/or to avoid laws designed to keep necessary checks and balances in place to protect consumers transfers to a system of fraud and deceitfulness.
Prior to becoming CONSECO FINANCE violations of consumer laws relating to mortgages began with GREEN TREE FINANCIAL and its violations of regulation Z and D pertaining high cost mortgages as this directly relates to our current situation. GREEN TREE FINANCIAL SERVICING was aware of these violations and stated such in its PROSPECTUS SUPPLEMENT filing with the SEC document ( XXXX ) date XXXX-03-02 page 33. The practice of shielding itself from the consequences of these violations are stated in GREEN TREE FINANCIALS SEC filing S-/3A ( XXXX ) under recent developments section S-22 where it puts forth its reasoning as DUE TO VARIOUS LAWSUITS IN BOTH THE UNITED STATES AND THE DISTRICT OF MINNESOTA that it would be changing its name to CONSECO FINANCE. As part of the name change a company was CONSECO SECURITIZATION was created and it stated the purpose of its creation the direct quote from its PROPESTUS ( see below ) CONSECO FINANCE SECURITIZATIONS CORP.
Conseco Securitizations is a wholly owned subsidiary of Green Tree. It was formed on XX/XX/XXXX. Conseco Securitizations may only engage in the business of acquiring pools of contracts from Green Tree and transferring those contracts to trusts such as the trusts described in this prospectus, and activities incidental or related thereto. The principal executive offices of Conseco Securitizations are located at XXXX XXXX XXXX, XXXX XXXX, Minnesota XXXX and its telephone number is ( XXXX ) XXXX.
Conseco Securitizations has taken and will take steps in conducting its business that are intended to make it unlikely that a bankruptcy of Green Tree would result in the consolidation of the assets and liabilities of Green Tree and Conseco Securitizations. These steps include the creation of Conseco Securitizations as a separate, limited-purpose corporation pursuant to a certification of incorporation containing restrictions on the permissible business activities of Conseco Securitizations, requiring that Conseco Securitizations have on its board of directors at least two directors who are independent of Green Tree, and requiring that all business transactions or corporate actions outside of the ordinary course of business be approved by the independent directors.
Once GREEN TREE FINANCIAL became CONSECO FINANCE the violations continued and according to CONSECOS filing with SEC ( XXXX file date XXXX ) they were aware of these violations citing particularly the consequences of high risk loans as part of their loan pools. Pursuant to rule 12CRF ( 1026.32 ( d ) ) in particular relating to balloon payments as this is what has caused our current situation CONSECO FINANCE knew or should have known that the law provided a means test to identify high cost mortgages that may have been in violated certain provisions pertaining to balloon payments. Again after these violations posed legal jeopardy to CONSECO it moved to change its name back to a form of GREEN TREE FINANCIAL SRVICING to GREEN TREE SERVICING on XX/XX/XXXX under which it began servicing our loan.
In XXXX of XXXX we received a letter from your BUREAU regarding a settlement with GREEN TREE SERVINCING ( see attached ) however our mortgage was then being serviced by DITECH FINANCIAL as a result of a merger between DITECH MORTGAGE CORP, DT HOLDINGS LLC and GREEN TREE SERVING ( see below ) STATE OF DELAWARE CERTIFICATE OF MERGER Pursuant to Title 6, Section 18-209 of the Delaware Limited Liability Company Act, the undersigned hereby executes the following Certificate of Merger : FIRST : The surviving limited liability company is Green Tree Servicing LLC, a Delaware limited liability company, and the corporation and limited liability company being merged into this surviving limited liability company are : DT Holdings LLC, a Delaware limited liability company, and Ditech Mortgage Corp, a California corporation.
SECOND : The Agreement and Plan of Merger has been approved, adopted, certified, executed and acknowledged by each of the constituent corporations and limited liability companies pursuant to Title 6, Section 18-209 of the Delaware Limited Liability Company Act.
THIRD : The name of the surviving limited liability company is hereby amended to Ditech Financial LLC, a Delaware limited liability company ( as such surviving entity, the Surviving Limited Liability Company ).
FOURTH : The mergers are to become effective as of XXXX XXXX EDT on XX/XX/XXXX.
FIFTH : The Agreement and Plan of Merger is on file at XXXX XXXX XXXX, XXXX XXXX, XXXX, FL XXXX, the principal place of business of the XXXX XXXX XXXX XXXX.
SIXTH : A copy of the Agreement and Plan of Merger will be furnished by the XXXX XXXX XXXX XXXX on request, without cost, to any stockholder or member of the constituent corporations or limited liability companies, as applicable.
[ The remainder of page intentionally left blank. ] ________________________________________ IN WITNESS WHEREOF, said XXXX XXXX XXXX XXXX has caused this certificate to be signed by an authorized officer, the XXXX day of XXXX, XXXX.
GREEN TREE SERVICING LLC By : Name : XXXX XXXX XXXX : Assistant Secretary [ Certificate of Merger ] ________________________________________ State of Delaware Secretary of State Division of Corporations Delivered XXXX XXXX XX/XX/XXXX FILED XXXX XXXX XX/XX/XXXX SR XXXX - File Number XXXX Through the numerous conversions and mergers our mortgage was subjected to violations of consumer housing and credit laws as outlined in the original complaint filed by your Bureau.
We were aware that our loan consisted of a balloon payment and attempted to refinance our loan on XX/XX/XXXX, through XXXX XXXX XXXX. We requested the payoff amount for the loan per the request of XXXX XXXX XXXX and was approved for the loan however at the closing of the loan GREEN TREE SERVICING would not accept the payoff amount they initially quoted and required an additional XXXX XXXX dollars. Though we paid our mortgage and was current at the time we were unable to get the approval for the additional funds as it was suggested that we do an upgrade to the home to get the necessary amount for the loan through the appraisal which was a 20ft x 18ft covered porch as an addition to the home we exhausted our saving in an effort to secure the loan. ( we were unable to get a copy of the loan document but attached is a copy of the appraisal ).
As the loan neared maturity we reached out on numerous occasions primarily through the office located here in XXXX SC ( XXXX XXXX XXXX XXXX XXXX ) until it was closed to get help from GREEN TREE SERVICING even requesting help in XXXX, XXXX under HAMP we did receive the necessary documents and instructions on how to file ( see attached ) and submitted them to GREEN TREE SERVICING Loss Mitigation, XXXX XXXX XXXX XXXX XXXX XXXX AZ and received no response after numerous calls and their continuous documentation request in which we complied but with no results. Whereas the above stated events are directly related to the loan while under GREEN TREE SERIVING the practices only continued through the conversion to a new name occurred but individual ownership remained through the merger in which I believe is not just DITECH FINANCIAL or GREEN TREE SERVICING but the institutional practice of DITECH FINANCIAL HOLDING CORP f/k/a XXXX XXXX XXXX XXXX and its owners. DITECH continued the same practice of harassing with multiple calls within the hour several hours during the day in attempts to collect on payments only after a day or two late that fell within the ten day grace period, excessive fees and the refusal to accept proof of insurance. DITECH has continued the practice of GREEN TREE SERVICING in refusing to or engaging in any efforts to modify the loan. We did request a loan modification from DITECH because the balloon payment was due received the instructions and filed necessary documents with DITECH and again no response and filed again after we filed bankruptcy through the court portal ( see attached ). DITECH has also continually inflated the amount of the balance on the loan. In the notice of default letter ( see attached ) dated XX/XX/XXXX identifying the amount owed as {$80000.00} which we contend is not correct while in later statements after they filed bankruptcy and prior to the sale of its company starting in XXXX stating the balance to be as much as {$720000.00}. I made numerous calls to inquire about the discrepancy and was simply told this is what their records reflected.
While we were under bankruptcy here in South Carolina because of the balloon payment our agreement was to pay {$600.00} per month which would be withdrawn from an account set up by DITECH FINANCIAL with XXXX XXXX XXXX the account information was changed during the process and ultimately closed in XXXX of XXXX and. Being under bankruptcy itself in the SOUTHERN DISTRICT OF NEW YORK COURT as part of its reorganization plan DITECH agreed to sell its assets which moved it to close the account.
In XXXX of XXXX we received notification of a motion seeking relief was filed in the U.S BANKRUPTCY COURT FOR THE DISTRICT OF SOUTH CAROLINA by NEW RESIDENTIAL MORTAGAGE dba SHELLPOINT on behalf of XXXX XXXX XXXX acting as trustee for GREEN TREE SERVICING because of failure to pay. I reached out to the consumer claims representative over the DITECH bankruptcy in SOUTHERN DISTRICT OF NEW YORK XXXX XXXX ( XXXX email XXXX ) in conversation she explained the statements above as to why the account was closed but that we should have been receiving statements from SHELLPOINT as the new owner/servicer of the loan. I also pointed out that we received notification back in XXXX that company GREEN TREE SERVING was resolved in a merger ( see above ) she requested the information we received identifying GREEN TREE SERVICING as the holder of the trust.
I sent a request to Ms. XXXX per our conversation through email for a copy of any statements SHELLPOINT would have sent in XXXX and was only provided a notice of transfer ( see attached ) sent by DITECH to the bankruptcy attorney dated XX/XX/XXXX though our account was closed and we had no means to make any payments to the account. Though the law requires that statements be sent unless an exemption is claimed under the Truth in Lending Act ( Regulation Z sec 1026.41 ) as we did received periodic statements from DITECH throughout the our bankruptcy. We believe this was intentional and used to provide a reason to file the motion.
Our current situation is a direct result of the numerous violations ( including those they agreed to refrain from committing with your BUREAU ) of mortgage and other consumer laws perpetrated by GREEN TREE SERCVICING and DITECH FINANCIAL a company that pursuant to its merger agreement should have no longer but an announcement was made preempt the announcement of its settlement with your BUREAU and the FTC to protect itself from any potential lawsuits. While GREEN TREE and DITECH are direct offenders they are organizations who conduct business as laid out by those who manage them, these companies along with others fall under the ownership of DITECH HOLDING CORP f/k/a XXXX XXXX XXXX and the individual that manage them.
XXXX XXXX XXXX Chief Executive Officer and President, Director XXXX XXXX XXXX ( 1 ) Executive Vice President and Chief Financial Officer XXXX XXXX XXXX, XXXX Executive Vice President and Chief Risk and Compliance Officer XXXX XXXX Chief Operations Officer XXXX XXXX XXXX Senior Vice President and Chief Accounting Officer XXXX XXXX XXXX Senior Vice President and Treasurer XXXX XXXX XXXX General Counsel, Chief Legal Officer and Secretary XXXX XXXX XXXX Senior Vice President and Chief Human Resources Officer XXXX XXXX Chief Audit Executive XXXX XXXX Senior Vice President of Financial Planning and Analysis and Corporate Development XXXX XXXX Chief Marketing Officer XXXX XXXX XXXX XXXX XXXX Vice President, Business Integration XXXX XXXX Senior Vice President XXXX XXXX XXXX Chairman of the Board XXXX XXXX XXXX Director XXXX XXXX XXXX These companies and along with the mangers leave in its aftermath families such ours in financial disarray along with the emotional stress and other loss financial opportunities.
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| 10/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have complied with the Payment Deferral Plan documents, yet I was still placed in the foreclosure process, and charged foreclosure and miscellaneous fees and reported as delinquent to the credit bureaus.
I have time and again tried to work with XXXX since XXXXXXXX XXXX XXXX by proactively reaching out and documenting the exchanges, yet, the mortgage deferral plan was NEVER implemented despite assurances that I simply needed to wait for the paperwork to be processed. The loan was then transferred on XX/XX/XXXX to Shellpoint. I have contacted Shellpoint multiple times regarding the matter, and I was asked to complete a trial plan of three payments while they review the documents for deferral plan, which I have completed, but all the while I kept receiving mailing that I'm now in a foreclosure process. I have tried to contact Shellpoint multiple times and was provided the similar answer of under review and no action to resolution.
Every time I have contacted mortgage company representatives, I have had to endure the long wait times on the phone and explain the same thing from beginning to end. The story gets longer each time I called. I was told the same thing that I had completed all steps as needed, that I needed to wait for the documents to be processed, and that I would not put in any foreclosure process or charged any fees while awaiting loan servicing to update or refunded if any were assessed once the loan is updated. In reality, the documents were NEVER processed, I was constantly sent a new notice asking me to contact XXXX and Shellpoint, I was slapped with multiple fees, and ultimately, I was placed in foreclosure despite the multiple assurances and outreach efforts. This intentional conduct by Shellpoint and XXXX to put me in foreclosure without ANY change despite my proactive outreach and documentation is causing undue distress to me and my family, and is a complete failure to do as promised in changing the mortgage in a loan modification.
I request to be placed on the deferral plan as agreed to by the previous loan servicer, XXXX XXXX XXXX, and removal of all foreclosure related fees by Shellpoint that should not have been assessed in the first place -- given the agreed-to deferral plan that could have been processed anytime in the preceding five months as promised by the representatives.
My sole goal at this point is to resolve any and all mortgage related issues. I have the full intent, goodwill, and capacity to do so, and await Shellpoint to honor the agreement without further external escalation.
-- DISPUTE FEES AMOUNT Date Amount Transaction Name XX/XX/XXXX {$3.00} XXXX XXXX Balance XX/XX/XXXX {$100.00} Late Fee Assessed XX/XX/XXXX {$100.00} Late Fee Assessed XX/XX/XXXX {$15.00} Other Fees Disb XX/XX/XXXX {$160.00} Legal Fees Disb XX/XX/XXXX {$1500.00} Legal Fees Disb XX/XX/XXXX {$640.00} Legal Fees Disb Total {$2600.00} -- TIMELINE OF EVENTS/ACTIONS/INTERACTIONS XX/XX/XXXX I called XXXX at XXXX to request Payment Deferral ( Forbearance Plan ending on XX/XX/XXXX ). I was asked to call back in XXXX to make the request since XX/XX/XXXX is too early to do so.
XX/XX/XXXX I called XXXX at XXXX to request Payment Deferral. I was asked to wait for the application to arrive in the mail, fill out, and return it. The representative informed me some of the documents to gather that would be needed ( e.g. pay stubs, bank statementsetc. ), and assured me that no news would be assessed and my loan status would stay current while an application is pending.
XX/XX/XXXX Mortgage Assistance Application received in the mail.
XX/XX/XXXX I filled out the Mortgage Assistance Application and faxed to XXXX.
XX/XX/XXXX I called XXXX at XXXX to request confirmation of receipt of documents faxed. Representative explained that the fax is handled directly by Underwriting servicing department and can not verify, but asked me to wait and assured me that that fees/status change would NOT occur while an application is pending.
XXXX No update from XXXX.
XX/XX/XXXX I received a COVID-19 Payment Deferral offer in the mail, dated XX/XX/XXXX. I called XXXX at XXXX to inquire of this and how it affects my pending application that was faxed on XX/XX/XXXX. I was informed that : XXXX still has not processed the XX/XX/XXXX fax information.
The representative explained that I can directly agreeing to this offer, and that further explained that : o There are no processing fees for this payment deferral.
o XXXX will continue to report me as current on my credit report.
o All deferral amount would be due at the end of the mortgage life.
o I must make one catch up payment of {$2700.00} since I have already reached the maximum 18-payment deferrals.
o The new monthly after the plan is processed would be XXXX.
o A payment of {$2800.00} is due on XX/XX/XXXX.
I agreed to the Payment Deferral Plan as is, and I signed the form and sent it over while the representative was still on the phone with me. Additionally, I the made pre-requisite catch up payment of {$2700.00}. I was informed that the XXXX XXXX XXXX would process the deferral plan as soon as possible and within 30 days. ( Attachment : Signed Deferral Plan Agreement, bank transaction withdraw of {$2700.00} ) XXXX No update from XXXX.
XX/XX/XXXX I received a Default Notice in the mail from XXXX, dated XX/XX/XXXX.
XX/XX/XXXX I called XXXX at XXXX to follow up on the Deferral Plan update and to inquire about the Default Notice. I explained of my situation from XX/XX/XXXX to date. I was informed that my loan is still awaiting the XXXX Underwriting team process the deferral plan. In the meantime, I noticed a {$100.00} fee assessed in the transaction history and a {$3.00} XXXX XXXX Balance in the Default Notice.
The representative explained to me that the Default Notice was automatically generated by the system and that the Default Status would be cured once the Deferral Plan is processed and the {$3.00} XXXX XXXX Balance would be refunded. Likewise, the {$100.00} fee assessed was also automatically generated by the system and that it would be refunded the loan is updated. The representative asked for my continued patience while Underwriting process a heavy backlog of cases, and I authorized her to make a payment of {$2800.00}. ( Attachment : bank transaction withdraw of {$2700.00} ) XXXX No update from XXXX.
XX/XX/XXXX I called XXXX at XXXX to follow up on the Deferral Plan status after another three weeks have passed since my last phone call to XXXX and still no update from XXXX. I also noticed another {$100.00} fee assessed of {$100.00} on XX/XX/XXXX in the transaction history. I explained of my situation from XX/XX/XXXX to date. The representative informed me that due to a heavy backlog of cases, the Deferral Plan remained unprocessed, explained that the fee would be refunded once the Deferral Plan is processed, and asked for my continued patience and await update from XXXX.
XX/XX/XXXX I received two letters in the mail, both dated XX/XX/XXXX, indicating that A ) I dont have sufficient homeowner insurance coverage, and B ) I have two insurance policies in effect. I called XXXX at XXXX to follow up, and I informed XXXX that I have only one policy in effect, its policy number and coverage details. The representative said no insurance matters can be found on her end and asked me to disregard the insurance related notices.
I also inquired of the status of the Deferral Plan, and explained of my situation from XX/XX/XXXX to date, and how I am losing confidence in XXXX. The representative informed me that she had no new information and asked me to wait for the mail to arrive.
XX/XX/XXXX I called XXXX at XXXX to follow up. I explained the situation from XX/XX/XXXX to date. The representative XXXX ( # XXXX ) was shocked by the lack of progress and apologized. Additionally, she informed me that she sees the mortgage being potentially transferred to Shellpoint. She agreed to escalate the Deferral Plan issue to her supervisor, who would contact me in 3-5 business days regardless of the potential transfer. I followed up on the {$100.00} fee assessed from XX/XX/XXXX. Like other representatives, she indicated that such fees would be waived once the Deferral Plan is processed.
XXXX No update from XXXX. No phone call from XXXX Customer Service supervisor as indicated on XX/XX/XXXX.
XX/XX/XXXX XXXX XXXX XXXX website restricted access to my loan details.
XX/XX/XXXX I received a Transfer of Servicing Notice in the mail, dated XX/XX/XXXX.
XX/XX/XXXX I received a Loan Modification Offer in the mail, dated XX/XX/XXXX. The letter indicated a trial period plan in the amount of {$2500.00} at 480 months to avoid foreclosure. I called XXXX at XXXX to follow up. I explain of my situation since XX/XX/XXXX to date.
I was informed that my loan is confirmed to be transferred to Shellpoint on XX/XX/XXXX and that it is best to wait until after XX/XX/XXXX to contact Shellpoint, as the Deferral Plan is unlikely to be processed with a pending transfer loan, and I will have a grace period of 60-days due to the loan transfer without accumulation of late fees or penalty to discuss the details with Shellpoint XX/XX/XXXX I contacted XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX to formally complaint of the treatment received at the hands of XXXX and asked for an intervention in hopes of resolving the issues prior to the transfer of the loan.
XXXX date No reply from XXXXXXXX XXXX or any further updates from XXXX.
XX/XX/XXXX I called Shellpoint at XXXX. I inquired of the status of my loan from XXXX. The representative confirmed that the XX/XX/XXXX XXXX XXXX plan from XXXX can be seen and asked me to submit payment for the trial payment of {$2500.00}. I was informed that my XXXX is XXXX XXXX, and she would review the Deferral Plan from XX/XX/XXXX.
I authorized the payment of {$2500.00}. Afterward, I called XXXX XXXX at XXXX and left a voicemail and requested a callback at her earliest convenience. ( Attachment : bank transaction withdraw of {$2700.00} ) XX/XX/XXXX I called XXXX at XXXX to inquire if the Deferral Plan was transferred to Shellpoint and how the delinquent status was possible as I was awaiting for a loan servicing update that never happened. The representative explained that all communication should be done with Shellpoint as XXXX is no longer the mortgage company.
XXXX No call back from XXXX XXXX XXXX XXXX
XX/XX/XXXX I called Shellpoint at XXXX. I explained the situation from XX/XX/XXXX to date. The representative explained that by completing the three trial payments, the system automatically triggers a loan update by the XXXX XXXX. Also, he suggested that to expediate matters, I am allowed to make second and third trial plan payments without having to wait the monthly periods between payments.
I authorized two payments of {$2500.00}, dated XX/XX/XXXX and XX/XX/XXXX. I was informed that my XXXX is XXXX XXXX. I called XXXX XXXX at XXXX ext XXXX and left a voicemail and request a callback at her earliest convenience. ( Attachment : bank transaction withdraw of {$2700.00} ) XX/XX/XXXX I received a call-back from XXXX XXXX XXXX who informed me that XXXX XXXX is my Shellpoint XXXX at XXXX, and she would send a message to XXXX XXXX for a callback. I also called XXXX XXXX directly at XXXX and left a voicemail and requested a callback at her earliest convenience.
XX/XX/XXXX I called Shellpoint at XXXX. Spoke with representative XXXX XXXX to explain the situation from XX/XX/XXXX to date. XXXX XXXX explained that two options of my case are A ) continue with the Load Modification plan of {$2500.00} and await the XXXX XXXX to update the terms in detail, or B ) ask Shellpoint to honor XXXX Deferral Plan. Regarding the various wrongly accumulated fees, I should send a detailed message to XXXX to explain the situation with XXXX in detail and request the removal of all fees and foreclosure fees as I had opted in to the Deferral Plan and confirmed receipt of the required paperwork by XXXX.
At the same time, XXXX XXXX agreed to file a complaint for Fulfillment to contact me.
XX/XX/XXXX I received an email from XXXX XXXX, requesting my escrow shortage payment of {$1900.00}. This was XXXX XXXX first outreach to me after multiple outreach efforts, and this email came without any context such as mortgage amount, modified terms, or any reference to my prior phone conversations or submitted dispute for complete disregard of deferral plan and no update since completion of my trial payments.
I replied and requested an update to the status of my dispute and the confirmation of the loan amount and status.
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| 08/22/2017 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
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XX/XX/XXXX XXXX QWR NOTICE OF ERROR Loan : XXXX Subject Property : XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Owner XXXX XXXX XXXX XXXX. Last 4 of XXXX XXXX Mailing address : XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX. Ref : CFPB report XXXX I filed a Notice of error attachment XXXX Notice of Error along with all of my statements that the loan servicing company XXXX XXXX was attempting to collect Discharged Bankruptcy Debt. Each of the exhibits I presented in this attachment listed a cram down debt that was not collectable and illegal to ask for. See attachments in report XXXX. Shell point responded to my Notice of Error with a correspondence letter on XX/XX/XXXX. Per this letter shell point states Shellpoint acknowledges your concerns regarding the history of the debt. Reviewing the loans history indicates that we previously received similar inquires. We have enclosed those responses, as we believe they have been address the majority of your concerns. As conveyed in the attached, Shellpoint confirmed that the previous mortgage servicers updated the loans terms to reflect those stipulated in the Reaffirmation Agreement. In an attempt to clarify just what Shellpoint is stating I am break this statement down so that we can see how Shellpoint dictated this letter what I believe was in a vague almost deceptive path on the facts and responsibilities of the loan servicer I had brought to XXXX XXXX XXXX XXXX and their loan servicing companys Shellpoints attention. Shellpoint acknowledges your concerns regarding the history of the debt. Reviewing the loans history indicates that we previously received similar inquires. At this point Shellpoint has reviewed my loan and studied the exhibits and now acknowledges on record that the previous loan processor has been in violation of the CFPB and the Bankruptcy code by listing and demanding the discharged debt on the 30 plus statements and also in a payoff statement that I provided in my CFPB report XXXX. We have enclosed those responses, as we believe they have been address the majority of your concerns. Okay so nothing new to state just the something that was stated before but now Shellpoint has the an issue and under the loan assumptions rules per the CFPB this now is the new investors XXXX aka XXXX XXXX problem. I have now forwarded all of the illegal statements with my supporting evidence of the violations on my loan. As conveyed in the attached, Shellpoint confirmed that the previous mortgage servicers updated the loanss terms to reflect those stipulated in the Reaffirmation Agreement. And here it is Shellpoint finally confirms that the loan was updated by the pervious servicer to reflect the court order reaffirmation agreement the only thing that they so deceptively or vaguely forgot to mention was that it was not updated until XX/XX/XXXX which was 5 years after it was court order and filed by a federal JUDGE. Companys responsibility to comply with the Non-Performing Loan sales rules and regulations per the loss waterfall mitigation and abide by correct and if need be settle any disputes as follow all my properties are post XX/XX/XXXX. I have highlighted in red a portion of the Rules and Regulations that are not being followed by Shellpoint or XXXX aka XXXX XXXX. I have had 6 loans make there was through the NPL non-performing loan sales at which XXXX received the winning bid on all 6. Below I have included the outline for the sales requirements. Fact Sheet NON-PERFORMING LOAN ( NPL ) SALE REQUIREMENTS XX/XX/XXXX On XX/XX/XXXX, the Federal Housing Finance Agency ( FHFA ) announced enhanced non-performing loan ( NPL ) requirements for sales of NPLs by XXXX XXXX and XXXX XXXX ( the Enterprises ) that will reduce risk to taxpayers by transferring it to the private sector. FHFA believes that the sale of severely delinquent loans through NPL sales will reduce Enterprise losses and improve borrower and neighborhood outcomes. The enhanced NPL sale requirements draw upon the experience of XXXX XXXX two pilot sales of NPLs last year and this year. The loans in these two transactions have an aggregate value of approximately one billion dollars in unpaid principal balance. The loans included in NPL sales will generally be severely delinquent typically more than one year past due. FHFAs goal is to achieve more favorable outcomes for the Enterprises and for borrowers by providing alternatives to foreclosure wherever possible. In addition, reporting by servicers on borrower outcomes will be required after the transactions close, which will allow the Enterprises to document whether the desired outcomes are being achieved. Future NPL sales by the Enterprises must meet the enhanced requirements, which include the following : Bidder qualifications : Bidders will be required to identify their servicing partners at the time of qualification and must complete a servicing questionnaire to demonstrate a record of successful resolution of loans through alternatives to foreclosure ; Modification requirements : The new servicer will be required to evaluate all pre-XX/XX/XXXX borrowers ( other than those whose foreclosure sale date is imminent or whose property is vacant ) for the U.S. Department of the Treasurys Making Home Affordable programs, including the Home Affordable Modification Program ( HAMP ). All post-XX/XX/XXXX borrowers ( other than those with an imminent foreclosure sale date or vacant property ) must be evaluated for a proprietary modification. Proprietary modifications must not include an upfront fee or require prepayment of any amount of mortgage debt, and must provide a benefit to the borrower with the potential for a sustainable modification ; Loss mitigation waterfall requirements : Servicers must apply a waterfall of resolution tactics that includes evaluating borrower eligibility for a loan modification ( HAMP and/or proprietary modification ), a short sale, and a deed-in-lieu of foreclosure. Foreclosure must be the last option in the waterfall. The waterfall may consider net present value to the investor ; REO sale requirements : Servicers are encouraged to sell properties that have gone through foreclosure and entered Real Estate Owned ( REO ) status to individuals who will occupy the property as their primary residence or to non-profits. For the first 20 days after any NPL that becomes an REO property is marketed, the property may be sold only to buyers who intend to occupy the property as their primary residence or to non-profits ; Subsequent servicer requirements : Subsequent servicers must assume the responsibilities of the initial servicer ; Bidding transparency : To facilitate transparency of the NPL sales program and encourage robust participation by all interested participants, each Enterprise will develop a process for announcing upcoming NPL sale offerings. This will include an NPL webpage on the Enterprises website, email distribution to small, non-profit and minority- and women-owned business ( MWOB ) investors, and proactive outreach to potential bidders. Additionally, each Enterprise will host training sessions for interested non-profit and MWOB investors to facilitate better understanding of the NPL sales process. The Enterprises will also offer small pools of NPLs, where feasible ; Reporting requirements : NPL buyers and servicers, including subsequent servicers, are required to report loan resolution results and borrower outcomes to the Enterprises for four years after the NPL sale. These reports will help inform whether to make future changes to NPL sales requirements and determine whether an NPL buyer and NPL servicer continue to be eligible for future sales based on pool level borrower outcomes, adjusted for subsequent market events. Consistent with applicable law, FHFA and/or the Enterprises will provide public reports on aggregate borrower outcomes at the pool level. Fannie Mae : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX have seen a history of improper implantation of the NPL regulations by Shellpoint and XXXX both not acknowledging inaccuracies of the pervious loan servicer and when I disclosed to them in a CFPB report neither are mitigating to a mutual beneficial conclusion on post-XX/XX/XXXX debt as per the rules state that borrowers ( other than those with an imminent foreclosure sale date or vacant property ) must be evaluated for a proprietary modification. For example in XX/XX/XXXX I had a loan on a property purchased by XXXX at that time the loan did not have an imminent foreclosure sale date but was under litigation and the property was occupied not vacant. Neither XXXX nor Shellpoint ever notified the court about the sale of the note or the transfer of the mortgage servicing rights from XXXX to Shellpoint. I believe that this should have been disclosed to the courts within maximum 90 days of the sale the least. But Shellpoint only contacted the lawyer that was representing the previous loan servicer and kept moving forward towards procuring an imminent sale date still using XXXX name filing documents in the case as though they still had an interest in the property. I was not asked or informed of any modifications options or loss mitigation options. I was backed into a corner by Shell point and the investor XXXX making it clear that all of the serious illegal issues that I had with the previous loan servicer such as asking for and listing on my monthly statements discharged bankruptcy debt was being ignored by Shellpoint and XXXX. The day before the sale I received a call from shell point offering a short sale option. I believe this was offed because the property was only appraised for half of what they were asking for and if sold at the sheriffs sale the property might have sold for less. This complete neglect of the NPL rules cost both me and the XXXX time and money. Shell point did not follow the NPL sales rules of loss mitigation on my loan in XX/XX/XXXX and has failed again as of today forcing my hand to again to file a complaint for the reasons of : 1. I have not been given a modification that makes sense. The offer that was presented would only serve the investor with me no way out of the property. The offer was the investor taking any money allegedly owed on the note adding it to the principle balance which was doubling the amount of the note to {$65000.00}. The investor and Shell point listed a payment of {$400.00} dollars a month and stated that if I made 3 monthly payments they would permanently modify my mortgage loan. I found an issue here Shell point failed to list an interest rate or any terms with this proposal and when I contacted Shell point about my concerns I was refused the agreement and was never given another option. 2. I received a letter from Shell point stating that the investor would not accept a deed in lieu of foreclosure now leaving me now with only litigation cost piling up daily. But whats interesting is that I never offered them one. 3. I did offer a short sale to the investor to get out of the loan. Shell point denied the offer and would not even counter. This type of action would only constitute that the investor has 1. No real idea of the value of the property. 2. Has not been notified by Shell point of the pervious loan servicers mismanagement of my loan in which now they have assumed the responsibility of per the NPL sales rule Subsequent servicer requirements : Subsequent servicers must assume the responsibilities of the initial servicer ; and by incompetence of not compiling to the Bankruptcy code and CFPB rules or at least the making some kind of sanction or adjustment in my favor on my loan in good faith for the mismanagement of my loan to accommodate me and get this loan back on track. CONCLUSION : As of today Shell point and XXXX has once again taken the complete opposite direction of the rules and regulations of the NPL sales. They have manipulated the courts the NPL and CFPB rules that govern my loans in their favor to position themselves to take the property and back me into a corner. I only have one loan let with this servicer and investor so if a war is what they are wanting I will have them explaining their actions to a Bankruptcy Judge. I feel that if XXXX aka XXXX XXXX and Shellpoint has been clever enough to figure out how to move though the system without being detected of any wrong doing someone needs to blow the whistle on these illegal actions. Again I have listed all of my Exhibits in a previous report XXXX which was either ignored or vaguely glanced at by Shell point and XXXX leaving issues half explained away but never resolved. XXXX XXXX XXXX.
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| 07/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We ( XXXX XXXX XXXX XXXX XXXX ) purchased our house on XX/XX/XXXX. We have made monthly on time payments to our mortgage and escrow since then. We are first time home owners.
On XX/XX/XXXX we received an email from XXXX XXXX, a representative of our Realtor ( XXXX XXXX XXXX ), that the listing agent for our home had forwarded the tax bill for our property. ( She was forwarding the bill to us for record keeping purposes, however, it was not immediately clear from the email that this was the care ).
On XX/XX/XXXX we responded to the email from the Realtor inquiring why we were forwarded the bill. We were under the impression that the first portion should have been paid by the listing agent at closing and the second half, our responsibility, should come from our escrow.
On XX/XX/XXXX we received an email from XXXX XXXX of XXXX XXXX NMLS XXXX stating that we should not have to take any action on the bill since we have an escrow account and it will be taken care of by the loan servicer ( NewRez ). He advised that we " check with your loan servicer or the town to make sure it was paid, but I would be surprised it is wasnt. '' XXXX XXXX also replied at that time to clarify that the bill had been forwarded to us only for the purposes of record keeping.
On XX/XX/XXXX the tax bill was due to be paid. It should have been paid by NewRez from our escrow account, however it was not, and we were not made aware until XX/XX/XXXX.
On XX/XX/XXXX we received a letter in the mail from the town of XXXX XXXX, ME, stating the tax bill is overdue and if not paid by XX/XX/XXXX it will be Liened.
On XX/XX/XXXX we emailed XXXX XXXX and XXXX XXXX questioning why our bill was not paid. Same day response from XXXX XXXX advised us to contact the loan servicer ( NewRez ) to inquire why the tax bill was not paid.
On XX/XX/XXXX we submitted an online inquiry via NewRez website. We received an automated email response the same day that they had received our inquiry and would be responding as soon as possible.
On XX/XX/XXXX we received a letter in the mail from NewRez stating they were " working to gather the requested information and will forward it to us as soon as possible ''.
On XX/XX/XXXX we received a letter in the mail : Tax Collector 's Notice, Lien Claim and Demand stating a 30 day notice of our unpaid tax bill.
On XX/XX/XXXX we called NewRez customer service and spoke with an individual ( name unknown ) asking why our escrow did not pay the tax bill and requesting it be paid. The individual was not able to tell us why it was not paid. He stated we should have paid it ourselves and that NewRez is not responsible for paying it. He actually seemed to not know what an escrow account was, stated we had a " balance '' of ~ {$2500.00} ( which was the amount in our escrow account ) and said that if we paid the " balance '' of {$2500.00} then we would not " owe any more escrow ''. After a very confusing 45 minutes on the phone, we were placed on hold and the individual apparently spoke with a colleague, he returned to the line and we reached a point where we were asked to email a copy of the tax bill to XXXX.
On XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ), indicating that the individual we had dealt with the prior day did not inspire confidence that the issue would be resolved. The individual we spoke with this day indicated she would escalate a request to find out why it was not paid and again asked to have the tax bill emailed.
On XX/XX/XXXX we emailed the tax bill and 30 day lien notice to XXXX. We received no response to this email.
On XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ) to inquire whether the email had been received. We were told that it " takes 3 business days to receive the email ''. The email was sent on a Friday before memorial day weekend. Therefore 3 business days would take us out to XX/XX/XXXX.
On XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ) to inquire whether the email had been received. We were told the email was received and that the bill was scheduled to be paid the following Friday, which would have been XX/XX/XXXX. We were told to check the balance of the escrow account online on XX/XX/XXXX to be sure the funds had been withdrawn from the escrow account.
On XX/XX/XXXX we received a letter in the mail from NewRez stating : " NewRez is in receipt of your correspondence regarding the above referenced loan. Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry '' They further stated they would : " respond within the allotted time frame '', which was not indicated within the letter.
On XX/XX/XXXX we received a different letter in the mail from NewRez stating we had inquired about our delinquent taxes and provided a copy of the tax bill. Further : " Please be advised, NewRez tax department is currently investigating your delinquent tax bill. Once verification of the delinquent tax bill is completed, NewRez next step is to pay the delinquent tax bill. If any penalties are due, they will be paid by NewRez at no cost to you ''.
On XX/XX/XXXX we checked the balance of the escrow account and it had not changed. There was no indication that the bill had been paid.
On XX/XX/XXXX we called NewRez customer service and spoke with XXXX XXXX, again attempting to inquire why the bill was not paid. The individual was not able to tell us why the bill was not paid, and saw no evidence that it was scheduled to be paid on XX/XX/XXXX. The individual was not able to tell us when the bill would be paid. We asked to speak with a manager.
We spoke with a manger named XXXX ( last name unknown ). She was unable to tell us why the bill was not paid in XXXX. She was not able to assure us that it would be paid in XX/XX/XXXX when it is due again. She stated the prior request for payment back on XX/XX/XXXX was sent " without a notation '', therefore the request was discarded. She informed us that tax payments are " batched '' therefore a onetime online payment is not possible, and was not able to tell us when the next payment batch would be sent, unable to tell us when our bill would be paid. She stated we were " asking questions there are no answer to ''. She indicated she would send an " escalated electronic request to the manager of the department responsible for paying the bill ''. She indicated she would hear back within 3 days. She asked that we call back in 3 days. We requested that she call us back instead and she indicated she would do so. When we asked if we could contact that department directly she indicated this was not possible because the department is not licensed to talk with customers. She stated she herself could not call the department ( instead of an electronic request ) because she did not know their telephone number or extension. She apologized several times throughout the conversation and requested that we " trust '' NewRez would resolve the issue. We indicated that these are essentially empty and remorseless apologies and there is no way we can trust that this issue will be resolved, due to the way it has been handled thus far. We indicated we were extremely displeased with the poor customer service we have received, and lack of resolution of the issue. The phone call took 45 minutes in all.
On XX/XX/XXXX We emailed XXXX XXXX and XXXX XXXX with the details of this frustrating situation. XXXX XXXX responded same day and advised we contact the XXXX XXXX XXXX XXXX in XXXX and also file a complaint with the CFPB who is the federal regulator, and gave contact information for both. XXXX also indicated he would contact the representative at New Rez to " get them on it also ''.
On XX/XX/XXXX We called the XXXX XXXX XXXX XXXX in XXXX and spoke with XXXX XXXX. He advised to submit a complaint and instructed on how to do so.
On XX/XX/XXXX We received an email from Realtor XXXX XXXX indicating the listing agent from our house contacted her and was upset due to a threat from the Town of XXXX XXXX to put a lien on his client 's business ( the seller - XXXX XXXX, XXXX ), due to the unpaid tax bill. We also received an email this day from XXXX XXXX indicating that he had a conversation with the listing agent and informed them that there was no reason for the town to put a lien on the seller as they were not the owner of record as of XX/XX/XXXX. We indicated at that time that we will be submitting a complaint to Bureau of Financial Regulation and XXXX XXXX replied " Maybe New Rez has really dropped the ball '', to which we replied : " I would say that is an understatement ''. We indicated we would be likely paying out of pocket at this point, since we have had no luck with trying to resolve the issue with New Rez. We asked how we could go about being reimbursed. XXXX XXXX advised we call the Town Manager, and stated the town would pay us back once New Rez finally did pay the tax.
On XX/XX/XXXX We spoke with the XXXX XXXX XXXX XXXX department ( XXXX ). We were told that the bill had been pain that day by the seller ( XXXX XXXX, XXXX ). They had gone ahead and paid the tax bill apparently wanting to avoid a lien on their business. XXXX further stated this tax bill was not our responsibility in the first place, but was actually the responsibility of XXXX XXXX, XXXX since they were the owners when the tax was assessed on XX/XX/XXXX. We emailed XXXX XXXX, XXXX XXXX as well as XXXX XXXX ( and XXXX XXXX, who has been a CC to all previous email coorespondances ) with that information. We then received a phone call from both XXXX XXXX and XXXX XXXX of XXXX XXXX Title ( this was a 3 way call ) stating that the information from the tax collector 's office that XXXX had given us was not in fact correct. The tax bill was our responsibility and we had signed documents stating this at our closing. Then became the issue : how to get NewRez to pay the tax bill from our escrow, as it should have been done more than 2 months previously, and how to pay back XXXX XXXX, XXXX for the bill they had paid that was not in fact their responsibility.
We placed a XXXX way phone call to NewRez along with XXXX XXXX.
The following is partial text copied and pasted from an email sent from XXXX XXXX after that phone conversation : " XXXX and I just spoke with NewRez [ XXXX XXXX XXXX ], and unfortunately had to get tough with them and threaten legal counsel ; but by doing so we have initiated next steps that will hopefully get things on track. I'm recapping our conversation here, and also providing the instructions for next steps that XXXX and I just discussed.
RECAP : We informed them of XXXX 's horrible experience trying to get this resolved, explained the tax bill periods for XXXX XXXX ( thank you XXXX ), and received an email from XXXX at NewRez confirming the following : 1. A check was mailed to the tax office for XXXX XXXX on XX/XX/XXXX from NewRez to pay the tax bill, and the fees that accrued for the late payment.
2. Confirmation that NewRez will be paying the next tax bill by XXXX.
XXXX and I then spoke with the Tax Deputy for XXXX XXXX and confirmed that the check from XXXX XXXX, XXXX was already deposited. They are expecting the check from NewRez and confirmed once it's received, they'd simply cut a check back to them in the same amount. So here 's the next steps we've taken : NEXT STEPS : I've just sent the following email to XXXX at NewRez : " Hi XXXX, XXXX and I just spoke with the Tax Deputy for the town of XXXX XXXX, Maine. Unfortunately, the check they received from XXXX XXXX, XXXX has been deposited. We informed the Tax Deputy that a check was on the way from NewRez, and she told us that as soon as it is received, they will simply cut a check back to NewRez in the same amount. This is their protocol that they have to follow. Therefore, we will need to follow plan B and have NewRez cut a check to the XXXX XXXX, XXXX and put in the mail by the end of the business day tomorrow. '' Between XXXX We received several emails from XXXX XXXX, manager at NewRez, with details of the process as he worked through resolving the issue with the tax department.
On XX/XX/XXXX : Ultimately, NewRez was unable to write a check to XXXX XXXX, XXXX, so they wrote checks to us for the amount of the tax bill and a separate check for the penalties/fees. We deposited both checks then wrote a check for the amount of the tax bill and mailed it to XXXX XXXX, XXXX.
The End.
|
| 10/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
ATTN : MORTGAGE LOAN SERVICER, ACCOUNTING DEPARTMENT, DEPARTMENT of ESCROW, DEPARTMENT of INSURANCE, * FINAL QWR to IMMEDIATELY CONDUCT, RESEARCH, and PROCESS CORRECTED ACTION ( S ) of ERROR DATA on Account AND TO CEASE AND DESIST ALL ACCOUNT ACTIVITY in the INTERIM of TIME relating to PAYMENTS, FEES/CHARGES and TRANSMISSION of FCRA DATA, to further REPLY via WRITTEN EXPLANATION of ACTION TAKEN on Account with respect to the PERIOD of TIME ALLOTTED BY FEDERAL LAW.
RE : ACCOUNT # Consumer : Address : Dear Sir or Madam : NewRez LLC dba Shellpoint Mortgage Servicing is the Servicer of my Mortgage Loan with XXXX, owned Lender, at the above address.
I Dispute the amount that you claim is owed according to the Monthly Billing Statement and request that you send me updated information as to the OUTSTANDING Fees, Costs, and ESCROW accounting on this loan.
This is a " Qualified Written Request pursuant to the Real Estate Settlement and Procedures Act ( section 2605 ( e ) ). Specifically, I am requesting the fo
llowing information : 1. A breakdown of the amount of claimed arrears or delinquencies on Account, Including an Itemization of Dates/Explanation of all fees and charges you claim due on Account since recorded Date of Ownership ; NOTE TO DATE, This Account has been in a formal status of Written AGREEMENT of Forbearance and Deferment for the period of time commencing XX/XX/XXXX through XX/XX/XXXX and must be ACCURATELY APPLIED TO Account with a REANALYSIS of ESCROW that will then READJUST an ACCURATE MONTHLY PAYMENT OF ( {$250.00} ) * once this Account is recorded ACCURATELY via ONE : REMOVAL OF Lender -Responsibility TO Borrower Responsibility TWO : REANALYSIS of ESCROW ( ( {$450.00}. ) * CREDIT DUE TO ESCROW from Borrower ) AFTER the Erroneous action of the INSURANCE DISBURSEMENT dated XX/XX/XXXX to current.
THREE : Borrower MUST BE INFORMED in WRITING of a TRUE STATUS of Borrower Responsibility To be COMPLETED PRIOR TO Borrowers REIMBURSEMENT to ESCROW, this Action is Demanded DUE TO THE NUMEROUS VIOLATIONS THAT HAVE BEEN INACCURATELY IMPOSED on my Account with DUE respect to CFPB, RESPA, FCRA, and other Government entities.
EFFECTIVE XX/XX/XXXX, BORROWER REMAINS WITH IMMEDIATE CONCERNS TO INACCURATE RECORDINGS TO WRITTEN AGREEMENT OF FIDUCIARY DUTIES, INVOLVING NewRez LLC dba Shellpoint Mortgage Servicing, XXXX XXXX affiliation to Shellpoint Mortgage Servicing, and XXXX XXXX ( Banking Lender ).
A Written Agreement to Forbearance and Deferment of Account commencing XXXX XXXX to XX/XX/XXXX has been in a NON COMPLIANT STATUS Of AGREEMENT with Shellpoint Mortgage Servicing, and has VIOLATED RESPA, CFPA, CFRA, FDACS, FTC, NACA FLORIDA LAW and STATUTES ACCORDINGLY, FOR I AM SUBMITTING WRITTEN DOCUMENTATION TO THESE TRUTHS FOR PURPOSES OF IMMEDIATE ACCOUNTABILITY OF INCLUSIVE PENALTIES AND CITATIONS THEREOF, AND DEMAND PROPER CORRECTION OF ERRORS TO THE FOLLOWING DAMAGES : * EFFECTIVE XX/XX/XXXX, a PAYMENT in the AMOUNT of ( {$340.00} ) was PAID TO ACCOUNT in Good Faith on my behalf, I DEMAND COMPLETION OF RECORD TO STATE Borrower Responsibility vs " Lender Responsibility '' per DENOTATION OF RECORD DATED XX/XX/XXXX, XX/XX/XXXX, AND LASTLY ON XX/XX/XXXX, AND therefore DISMISSING ALL INACCURATE CHARGES of LP Insurance that NEGATES THE ORIGINATION OF AGREEMENT and TRANSFER AND SALE FROM XXXX XXXX XXXX, AND due diligence to XXXX, TO CLEAR THIS ESCROW ACCOUNT ONCE AND FOR ALL, AND FURTHER COMPLY TO THE DEMAND TO REMOVE UNAUTHORIZED PAYMENT OF PROPERTY TAX ON ACCOUNT.
** THIS ACTION WILL PROPERLY SET ESCROW TO a XXXX BALANCE and REMOVE ESCROW.
** THIS ACTION WILL PROPERLY RE ESTABLISH the ORIGINAL STATE of LOAN and PAYMENT AGREEMENT of ( {$250.00} ).
2. An Explanation of how the Monthly amount due of ( {$340.00} ) current, and effective XXXX XXXX, ( {$350.00} ) was increased FROM the ACTUAL PAYMENT OF ( {$260.00}, P & I/Tax ) dated XX/XX/XXXX with Consideration to an Amortization Schedule dated XX/XX/XXXX, ( {$250.00} ) AND HOW THIS INCREASE RELATES TO THE STATED AND MOST UPDATED CORRESPONDENCE : * AMORTIZATION SCHEDULE, dated XX/XX/XXXX Correctly stating P & I ( {$250.00} ) * LP INSURANCE, UNLAWFUL ACTS of Violating my Rights, XXXX XXXX MADE AN UNLAWFUL CHOICE IN CONTACTING MY PRIVATE INSURANCE COMPANY TO PAY A REMAINING BALANCE IN XX/XX/XXXX THAT WAS NOT EVEN DUE AT THE TIME on my behalf HOWEVER DISBURSED A PAYMENT OF ( {$450.00}. ) THEN DEDUCTED THAT PAYMENT FROM ESCROW TO A NEGATIVE BALANCE, AND PROCEEDED TO AGAIN, ADD THEIR HIGHER LP INSURANCE ONTO MY ESCROW, this was acknowledged per my phone conversation, XX/XX/XXXX ( per XXXX, Ins Dept Supervisor ). FACT CHECK DATA : on XX/XX/XXXX it was concluded on record that I indeed was Correct in my Statement with the Status of BORROWERS Responsibility vs Lender, therefore, NO LP INSURANCE Authorized.
* PROPERTY TAX, I am advised that my Property Taxes are scheduled to enter into ESCROW, XX/XX/XXXX XXXX This is INACCURATE info as I still remain with the Authorization Forms on hand and therefore have NOT Authorized said Transaction.
3. The payment dates, purpose of payment, and recipient of all ESCROW ITEMS charged to my account since Date of Record, with INCLUSIVE BREAKDOWN of the current ESCROW CHARGE showing how it is calculated and the reasons for an increase within the last 24 months ; NOTE : The CORRECT PAYMENT OBLIGATION PER THE ORIGINAL LOAN ( XXXX XXXX XXXX ) AND All Legal Context to be Upheld and Carried out Appropriately.
4. A copy of any annual escrow statements, and notices of a shortage, deficiency, or surplus, sent to me within the last Two ( 2 ) years ; and 5. The current balance in any suspense account as of XX/XX/XXXX and the reason why such funds were deposited in the account.
6. A complete copy/report of Record presented to the Federal Consumer Reporting Act effective Date of Ownership.
NOTE : INCLUSIVE TO XXXX, XXXX, and XXXX.
* EFFECTIVE XX/XX/XXXX, YOU HAVE INACCURATELY ALLOCATED MY MORTGAGE PAYMENTS via ERRONEOUS AND UNLAWFUL ACTS OF PURSUING LP INS, Not once but THREE ( 3 ) times over WHEN IN FACT PROOF OF BORROWER INS WAS PRESENTED on an ESCROW STATEMENT DATED XX/XX/XXXX, THIS STATEMENT FURTHER PROVES THIS ACTION WAS THEN REVERSED EFFECTIVE XX/XX/XXXX, AND CLEARLY STATES ABSOLUTE WRITTEN EVIDENCE OF A CREDIT, ( {$200.00} ) PLACED BACK into ESCROW, AND THEREFORE MAKES EVIDENCE TO ESCROW VIOLATIONS, AS YOU THEN PROCEEDED WITH KNOWLEDGE TO THE UNLAWFUL AND MALICIOUS ACT OF WILLFUL INTENT TO ( WITHOUT ANY AUTHORIZATION ), CONTACT AND PAY MY PRIVATE HAZARD POLICY 'S REMAINING BALANCE OF ( {$450.00} ), IN XX/XX/XXXX, THEN REPLACE MY INSURANCE WITH ONCE AGAIN, A THIRD TIME WITH YOUR LP INS, ( XXXX XXXX ), WITHOUT ANY NOTICE of NOR DECLARATION of POLICY Addressed TO ME, the BORROWER that was Erroneously CHARGED with a Larger monthly Payment along with Payments to my HOA that Includes this Insurance!
** PLEASE SEE DOCUMENTED REPORT OF FINDINGS.
I will begin by stating that with Truth and Transparency of Written Documentation, that the following Transactions have occurred from the onset of the Sale of my Mortgage Loan from XXXX XXXX XXXX to XXXX, NewRez LLC dba Shellpoint Mortgage Servicing beginning XX/XX/XXXX.
The following List of Entities are included and will be copied immediately following this Complaint for purposes of holding accountability to the Party at fault by way of due Justice : *RESPA Violations as it relates to the Mortgage Breach of Contract with respect to the following Entities.
*FDACS as stated *FTC as stated *NACA as stated *FDCPA as stated *FCRA Violations relating to the Unfair Credit Reporting Practices *PLEASE NOTE that after a recorded ( 122 # ) phone call attempts, QWR ( 2 ) attempts, and POC Account Email Communications, *for I still remain in an Incomplete Status.
On XX/XX/XXXX a Notice of Loan Transfer was sent to me from XXXX stating that as of XX/XX/XXXX the Services of my Mtg Loan will be taken over by Shellpoint Mtg Svcg with Statement Fact that my Monthly Payment will not be affected and No change to the Terms and Conditions, to follow, dated XX/XX/XXXX, I received a XXXX Statement of Escrow indicating my mo pymt of ( {$250.00} ) P & I, and ( {$7.00} ) Property Tax for a total of ( {$260.00} ) However I received a Notice of Transfer from XXXX After the Fact, dated XX/XX/XXXX being Clearly outside of a 15-day window, ADDING to this, Shellpoint has INACCURATELY REPORTED LATE PAYMENTS TO my Credit Bureaus TO INCLUDE Ownership of Mtg Loan dated XX/XX/XXXX when in FACT I was making PAYMENTS to XXXX, AND Shellpoint moved to further FALSIFY recorded Payments with Reported Derogatory Marks on All my Credit Bureaus from XXXX, I am STILL Disputing my Credit as I have Never defaulted on my Mortgage Loan since the XX/XX/XXXX onset date and there MUST BE ACCOUNTABILITY for this!
RE- ESCROW sudden Change : Upon my Original Loan Agreement with XXXX, my Escrow *Only included Annual Taxes, No LP Insurance AND was transfered as such, My initial Three ( 3 ) Payments with S/P were fully transparent and accurate, in XX/XX/XXXX all of a sudden * After proof of Borrowers Insurance Policy, My Payments INCREASED BY XXXXapprox $ XXXX/mo with Addition to the Third Party Vendor Insurance, XXXX XXXX ADDING ON their higher costs of Hazard Insurance, therefore moving my monthly payment from {$250.00} to {$340.00}, not just once but Two Additional times within a menial 9/mo period and now they have reported every month late in payment to which is not true I have never been delinquent on my mortgage account from the onset of XX/XX/XXXX with XXXX XXXX XXXX FINALLY on XX/XX/XXXX it became very clear to the Insurance Dept that in-fact the ESCROW is of Borrowers Responsibility vs Lenders, However `` it Does Not stop there.., '' Their In-house insurance, XXXX XXXX literally PAID " my Personal Policy Without Authorization AND Placed their LP Ins back onto my Account! TO CURRENT, I have been on an Offered Forbearance and Deferral, XXXX XXXX - XX/XX/XXXX HOWEVER my Account Activity in my PORTAL is RECORDING ADVERSE ACTIVITY for the above stated duration of time and has since ( from XX/XX/XXXX ), FLIPPED BACK my Account recording Lender Responsibility status from the most recent documentation on XX/XX/XXXX, Borrower Responsibility AND I AGAIN have an Insurance Pymt scheduled this month, XX/XX/XXXX forward AND " Though Never giving Authorization for neither Insurance nor Taxes, '' I, too have Taxes coming out of Escrow, XX/XX/XXXX, I actually have the Unsigned AUTH Form on hand ALONG with All Written and supported Documentation for the record.
Please Note that I must get this resolved and have received Legal Alternatives with two separate Attorneys on these Issues HOWEVER this would have to go through the Federal Court system and could very well tie up a lot of time AND will Financially bind me.
My last conversation with the Insurance Department Supervisor, XXXX, it was stated that if I moved to reimburse the {$450.00}. insurance disbursement, I would no longer have an escrow account however that same day, XX/XX/XXXX within two hours, I called back and spoke to XXXX XXXX, a customer service supervisor and was told NO, that would not clear or XXXX out my escrow account and as a matter of fact my XXXX payment again includes an insurance payment and in XXXX my property tax payment is scheduled to come out of escrow .. I am very confused, Extremely Frustrated and Disappointed that my EXPENSE IN TIME and EFFORT for ONE FULL YEAR NOW Still in a Disastrous State for at this point I have absolutely no confidence nor faith with Shellpoint Mortgage Servicing And I last spoke with my Point of Contact, XXXX XXXX in loss mitigation as she was attempting to correct the deferment for XXXX and XXXX and thats where my contact has stopped.
I WISH TO : *Accurately IMPOSE PENALTIES and FINES to the Violations that I will provide proof of, for these Violations have FALSELY-DRIVEN a NEGATIVE FCRA recording. *ACCURATELY Enforce a proper Borrower Responsibility on Account record, with all necessary CORRECTIONS TO the months affected by my Escrow Account for the record, AND *once I am secure with the above, I will feel confident in contributing the erroneous Insurance Disbursement into Escrow, therefore to further commence with accountability to the Original Agreement. Please note that I am truly AFFECTED BY THIS ongoing Erroneous Behavior and activity and I will fully Attest to these statements so help me God.
Respectfully,
|
| 07/01/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
NOTE to CFPB : Accessing CFPB website all-but impossible. Took several attempts to file this complaint. STILL awaiting access to - and/or copies of - responses to my 2 previous complaints against Shellpoint. This is completely unacceptable its gotten worse rather than better and MUST be resolved ASAP. This is a new, multi-tiered complaint against Shellpoint. Following is pertinent / directly related background information + my complaints : 1. For well-over 6 months, Shellpoint ( and/or its attorneys ) has continued to string me along with regard to the lack of a reasonable, bona fide modification offer - for absolutely no valid reason ( s ), whatsoever. 2. In XX/XX/XXXX, I was in the State of CTs foreclosure mediation program ( in which I currently remain ). 3. As indicated via the attached documents, on XX/XX/XXXX, I forwarded via email my job offer acceptance email to : A ) Shellpoints attorneys ( then known as XXXX XXXX = XX/XX/XXXX, now known as XXXX XXXX = XXXX ), B ) Shellpoints servicing predecessor : XXXX + C ) State of CT Mediator, XXXX XXXX in advance of our XX/XX/XXXX mediation session. 4. Though Shellpoint was not directly involved initially, its attorneys, XXXX have represented both XXXX and Shellpoint on this matter including throughout the court and mediation processes. 5. During the XX/XX/XXXX mediation session, I was told by XXXX that - although an employer-signed job offer letter was preferred, my email acceptance of said job offer would suffice, under the circumstances - as my future employer is a XXXX XXXX XXXX XXXX XXXX XXXX who was exceedingly busy during the XXXX snow removal season. 6. XXXX subsequently sent me a follow-up letter copy attached ( dated XX/XX/XXXX and received XX/XX/XXXX ) confirming receipt of 100 % of the requested pre-modification documents ( including the job offer confirmation email ). 7. The XX/XX/XXXX letter claimed that the modification review would take +/- 30 days and that Id receive a follow-up ( either a modification or perhaps, a request for additional information ) shortly thereafter. 8. Never occurred. No follow-up whatsoever by XXXX, Shellpoint or their ( mutual attorneys : XXXX ). 9. NOTE : Though they falsely claim otherwise, Shellpoints sister organization is current note holder : XXXX XXXX ( both organizations operated by politically connected all the way to The White House - current and/or former XXXX XXXX executives and/or business associates ). 10. Via said political connections, XXXX XXXX ( clearly an acronym for XXXX XXXX as opposed to mortgage servicers which speaks for itself : not a good sign for borrowers ) purchased my note along with several others from quasi-government entity, XXXX XXXX on/about XX/XX/XXXX. 11. As such, both XXXX XXXX and Shellpoint commenced the servicing changeover process from XXXX to Shellpoint on/about XX/XX/XXXX. 12. Not surprisingly, I received no correspondence from any of the above entities - until I received a motion for strict foreclosure - 11 DAYS PRIOR TO EVER RECEIVING ANY CORRESPONDENCE FROM SHELLPOINT in XX/XX/XXXX. 13. XXXX XXXX the very same attorneys who represent BOTH Shellpoint AND XXXX - AND the very same attorneys who met with me multiple times in State of CT Mediation knowing full-well that I was still in mediation + beyond-patiently awaiting a modification STILL filed the motion for strict foreclosure against me in XX/XX/XXXX, on behalf of Shellpoint, in bad faith regardless of the circumstances. 14. As indicated via attached documents, the judge ruled in my favor, under the ( beyond-unfair ) circumstances. 15. During this court appearance, I notified the judge about the job offer acceptance email. Shellpoints attorney the very same attorney in the XX/XX/XXXX mediation session - did an about-face, insisting on an employer-signed job offer letter. 16. As also indicated via attached documents, the judge specifically directed me to produce an employer-signed job offer letter in preparation for my next mediation session and I did just that. 17. As clearly communicated to Shellpoints attorney - initially during the XX/XX/XXXX mediation session + reiterated during every step in this process, including : during the XX/XX/XXXX court appearance + reiterated in the subsequent correspondence + most-recent mediation session : due to the important nature of my impending ( newly created specifically for me ) position as XXXX XXXX which will be the # 2 position ( 2nd only to the owner ) in the organization, my future employer is adamant that I complete all mediation sessions + have received the modification as one of my primary responsibilities will be to establish high standards for punctuality and attendance. 18. At no point in this process has this been deemed unacceptable including by the judge during theXX/XX/XXXX court appearance. 19. Ive since been unreasonably asked - multiple times via Shellpoint and/or its attorney - to produce updated versions of the employer-signed job offer letter and I did just that, the first 3 requests ( 4 total including the original job offer acceptance email ). 20. Attached are copies of the 3 updated versions of the employer-signed job offer letter that Ive already provided to Shellpoint and/or its attorney as well as a copy of the original job offer acceptance email. 21. What Shellpoint and its attorneys fail to realize and/or acknowledge is that each succeeding request has further tested my future employers patience and understanding. 22. What Shellpoint and its attorneys ALSO fail to realize and/or acknowledge is that each succeeding unreasonable request has further delayed my start date which has now cost me 6 months income. 23. I refused Shellpoints 4TH REQUEST for the SAME INFORMATION a few weeks ago ( which, by the way, SPECIFICALLY REQUESTED ANOTHER COPY OF THE EMPLOYER-SIGNED JOB OFFER LETTER ). 24. Shellpoint single point of contact # 3 also attempted to have me call her for more specifics re : the employment letter. 25. Based upon far-less than stellar experiences with Shellpoint to date + countless failed verbal promises and/or improper instructions in the past via a steadily revolving door of single points of contact most of who arent on the same page with one-another and/or who provide the borrower with contradictory instructions ( with this matter already being yet another case-in-point ), etc, I learned the hard way to never do or agree to - ANYTHING verbally. 26. Contract law 101 advises states that written agreements and/or contracts can not be amended and/or modified verbally. 27. Besides : unless one is up to no good why would all other instructions be in writing but some instructions verbal. I smell ( ed ) a rat. 28. The 4th unreasonable Shellpoint request came via yet ANOTHER Shellpoint single point of contact : already the 3RD of at least 5 Shellpoint single points of contact to date, and counting 29. I then filed the previous complaint via the CFBP. 30. But instead of sending me my well-deserved + long-overdue modification offer, the very same Shellpoint rep who only weeks earlier - requested a 4th version of the employer-signed job offer letter did another about-face this time requesting a copy of recent paystubs. 31. But if she was actually paying attention i.e. took the time to actually read the content of the FIRST 3 versions of the employer-signed job offer letters that Ive already provided to Shellpoint and/or its attorney, she would have clearly seen that the start date is/was XX/XX/XXXX. 32. So unless Shellpoint can figure a way to ship me a time-machine, sending future, yet to exist recent paystubs would be impossible. 33. Cant make this stuff up. 34. My official start date ofXX/XX/XXXX has now been jeopardized via the lack of modification + unnecessary and completely inexcusable and avoidable delays by Shellpoint ( due to the long holiday weekend, actual start date is/was to beXX/XX/XXXX). 35. I remain seriously concerned that the most recent Shellpoint-caused delay may be the final straw for my future employer and I may lose this opportunity. 36. Its gotten to the point now that Im seriously considering not only counter-suing to stop the foreclosure and force Shellpoints hand at offering a modification, but also suing for financial and punitive damages - for all of the lost income + undue stress, completely avoidable delays, etc. 37. Shellpoint has failed to provide me with copies of its response to my CFPB complaints to either of my first 2 complaints to the CFPB. 38. According to the CFPB, the 2 Shellpoint responses were supposedly copied to the CFPB yet are 'addressed to me even though I never received the alleged original copies of these responses. 39. This is deceptive and underhanded. 40. If the response letters are ADDRESSED to me then the original letters must be MAILED to me + copied to the CFPB. Otherwise, it gives the CFPB and others the false impression that the original responses were sent to the complainant ( i.e. me ). Not kosher. 41. For the record : neither Shellpoint nor the CFPB ever notified me of any response to my 1st complaint against Shellpoint. 42. Though the CFPB did notify me of a Shellpoint response to my 2nd complaint against Shellpoint I am STILL unable to sign in to the CFPB website even after reporting this ( CFPB-known ) issue several weeks if not months ago. 43. According to what the CFPB rep told me, Shellpoint AGAIN - assigned my account to yet ANOTHER rep aka a 4TH single point of contact AND provided me with a 5TH single point of contact in the same response. 44. The CFPB rep also told me that Shellpoints response WRONGFULLY attempts to claim that Shellpoint supposedly doesnt accept pre-employment letters after 6+ months + AT LEAST 5 different REQUESTS by Shellpoint ( copy of recent Shellpoint request attached ) AND Shellpoints attorneys including in court in front of THE JUDGE WHO SPECIFICALLY DIRECTED ME TO PRODUCE AN ORIGINAL COPY OF MY EMPLOYMENT LETTER PER THE REQUEST OF SHELLPOINTS ATTORNEY. 45. Cant make this stuff up. 46. Only after Shellpoint : A ) failed to review my file in a timely or efficient manner + B ) failed to properly follow-through on my pending modification that was in the works via XXXX + the State of CT mediation + C ) instructed its attorneys to file a motion for strict foreclosure + D ) was exposed for its WAY-over-aggressive behavior - via complaint to the CFPB ( among a host of others ) did Shellpoint begrudgingly agree to ( supposedly ) agree to allow the State of CT mediation to run its course. 47. But actions speak louder than words. 48. Shellpoint has disrespected the State of CT mediation process by routinely attempting to circumnavigate it via sending its redundant and/or inappropriate requests to me directly as opposed to honoring the mediation process by making any-such requests via mediation. 49. The only viable explanation for such behavior is that Shellpoint actually has no true intention of being reasonable and/or in expeditiously providing me with my long-overdue modification. 50. Shellpoints most-recent canned letter ( again ) falsely claims that theyve made several attempts to reach me by phone. then goes on to state that they need to know what are my intentions for my home. 51. Intentions for my home? Are you kidding me? With all-due respect to those with actual physical challenges : EVERYONE at Shellpoint ca n't be XXXX, incredibly XXXX, XXXX and/or XXXX XXXX - can they? 52. Yet ANOTHER shining example of why FEDERAL MANDATES REQUIRE A SINGLE POINT OF CONTACT ( SPOC ). 53. Not single as in : marital status. Not a SPOC du jour. And not XXXX XXXX from space ( still in search of intelligent life forms on planet Shellpoint ). 54. A SINGLE POINT OF CONTACT PERIOD. 55. This must change ASAP via an immediate modification with no further delays and/or time-wasting additional requests for any other information redundant or otherwise.
|
| 12/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
We are writing because our consumer rights are being violated by the current servicer of our mortgage Shellpoint Mortgage Servicing. In early XXXX, we suffered severe financial hardship as a direct result of the Covid-19 pandemic. After the passage of the Federal CARES Act, we invoked our right to put our mortgage into Covid forbearance as afforded by the CARES Act. We achieved financial recovery during the latter part of the third quarter of XXXX and in the beginning of XX/XX/XXXX per the Covid forbearance wind down rules, we submitted a loan modification application package with all requested supporting documentation to our then servicer, XXXX XXXX. On XX/XX/XXXX we received a correspondence letter from XXXX XXXX that explicitly stated that our loan modification application had been received with all requisite documentation and that it was considered complete and under review. From that date forward, the servicer had a legal obligation under the Covid forbearance wind down rules to review our application and render a decision regarding loan modification options. The established rule stated that in order to have all federal wind down options considered, even for private investors, that our application had to be submitted and complete by XX/XX/XXXX, a guideline that we clearly satisfied as is evidenced by the XX/XX/XXXX letter from XXXX XXXX. Further, as part of the review, the servicer is obligated to consider all federally established wind down options and present them accordingly within 30 days of receipt of a completed modification application which would have been a XX/XX/XXXX deadline at the latest. If in the course of that review the servicer and investor deemed that we as consumers were ineligible for any of the loan modification options, they would have been required to provide a detailed explanation as to why we were deemed ineligible for any of those federally established modification options our mortgage is currently held in a private asset backed security. Shellpoint is committing a legal violation and is causing consumer harm by not providing us with our loan modification options.
XXXX XXXX never rendered a decision, and on XX/XX/XXXX the loan was sold to a new investor group and the servicing was transferred from XXXX XXXX to Shellpoint. Prior to any introduction or notification to us regarding the transfer, Shellpoint sent out a property preservation company who deemed our home uninhabited and hung a sign on the door stating that we were at risk of our property being secured and re-keyed. We found this note when we got home from work that day and immediately contacted the preservation company. It was only then that we discovered that Shellpoint was our new servicer. They sent out a property preservation company despite the fact that we had been openly communicative with XXXX XXXXr over the several months that our loan was in Covid forbearance and that all file notes clearly indicated that we are still living in the home and have every intention to complete the loan modification and keep our home. We contacted Shellpoint immediately and have subsequently had at least a dozen conversations about our situation, occupancy status, and intentions. After multiple conversations over several weeks with contradicting information and advisement, we were finally put in contact with a manager at Shellpoint, XXXX XXXX, who advised that she is handling our case moving forward.
Thus far, Shellpoint has not placed our loan into loan modification status and has not reviewed our application nor rendered a decision presenting us with modification options. They have repeatedly attempted to have us submit a new modification application to them which would effectively circumvent their legal obligation and duty of service to us as consumers as any new application would significantly post date the Covid forbearance loan modification application deadline of XX/XX/XXXX. Submission of a new application would effectively allow them to both flag our credit for delinquency as well as reject consideration of the federally established wind down options as the loan modification application would not satisfy the application deadline of XX/XX/XXXX. Shellpoint did not have servicing rights to our loan until XX/XX/XXXX. As of the date of servicing transfer, a full and completed loan modification application had already been submitted according to XXXX XXXX requirements and was under review. Shellpoint being the subsequent servicer having not gained the servicing contract until XX/XX/XXXX are legally obligated to review the completed loan modification application package that was submitted to XXXX XXXX and deemed complete as of XX/XX/XXXX. They can not legally insist on us completing a new application or submitting additional supporting documentation as they must honor the terms established by the prior servicer. There is no possibility that we could have submitted a loan modification package to Shellpoint as they did not exist as a legal entity in the servicing of our loan as of the requisite loan modification application deadline of XX/XX/XXXX a fact that they fully understand. XXXX XXXX established the contractual terms with us as to what constituted a complete loan modification application. According to the terms that XXXX XXXX established, we submitted our application with all requested supporting documentation and they accepted that application as complete and under review. Shellpoint is legally obligated and has no choice but to review the documentation and application as submitted to XXXX XXXX and present us with loan modification options. As of the date of submission of this complaint, they are currently 54 days late on presenting us with workout options as required by law.
In the interim, XXXX XXXX has advised us to ignore the written correspondence which represents that we are in default, not in any sort of loan modification review, and at risk of foreclosure. We are still receiving these types of letters from Shellpoint to date. She has stated to us verbally on the Shellpoint recorded line that all of the written correspondence is coming through a different department and is not being cleared with her, but that we are not at risk and they are working on compilation of documents and review of our application. She also advised that since all documentation received from XXXX XXXX validated that we are still living in the home, that a property preservation company should not have been sent out and that that happened in error. We have affirmed and reaffirmed that we are living in the property and that there is absolutely no justification for a categorization that our home is vacant. Since then, Shellpoint has again sent out a property preservation company who once again stated that our home is vacant and that we are once again at risk of being re-keyed. This is an outrageous and egregious overstep in light of the situation and it is becoming abundantly clear to us that Shellpoint and the investor group are nefariously trying to foreclose on our property while circumventing their legal obligation to us. We have made nothing but every effort to openly communicate with Shellpoint through several stages of this process and they still keep overtly lying to us and trying get us to forfeit our rights as consumers. Every time that we get another letter in the mail or through our online portal that contradicts XXXX XXXX statements, we call in for clarification. We have been repeatedly told that we need to submit a new application if we want consideration for loan modification and that Shellpoint has not yet received all documentation from XXXX XXXX. That is a problem between Shellpoint and XXXX XXXX if that is in fact the case, but regardless, that does not afford the mortgage servicer the right to violate the terms of the XXXX forbearance wind down rules of a 30-day loan modification review and decision. As consumers, we are caught in the crosshairs between two corporate loan servicing conglomerates with no reasonable consideration for the fact that we are people on the other end of this loan that just want reasonable workout options presented so that we can move past the financial distress that the Covid-19 pandemic put on our family and we can resume making our mortgage payments in whatever manifestation that that looks like without injury to our credit, further threat of the loss of our home, or otherwise. This has crossed into the category of predatory conduct with little to no regard for the loan servicing rules that they are required to adhere to.
We have repeated ad nauseum that we will not submit a new application which would effectively forfeit our consumer rights to a full Covid wind down loan modification review. We are repeatedly being lied to by representatives from Shellpoint and have yet to receive any loan modification options from them almost 2 months late at this point.
We demand that Shellpoint render a decision regarding our loan modification application that was submitted and deemed complete as of XX/XX/XXXX, post haste, and present us with the all variations of loan modification options that were established as part of the Covid forbearance wind down protocol as accepted by all XXXX and federal loan providers/insurers. We demand that Shellpoint stop maliciously attempting to seize our home through coercive and manipulative techniques that violate our consumer rights and deviate from their duty of service to us as the mortgagor. We demand that Shellpoint cease from sending out representatives to trespass on our property so as to threaten us with confiscation/foreclosure with no justification for such threats as we are in full and open communication with them since we discovered that they are now servicing our mortgage and have repeatedly affirmed that we are occupying the home. Further, we demand that neither Shellpoint nor the investors attempt in any regard to tarnish our credit history or rating as a result of their failure to render a loan modification decision in a timely manner. The CARES Act clearly established that invocation of the Covid forbearance could not be used to tarnish the creditworthiness of effected consumers. We have communicated and satisfied all legal framework requirements regarding the Covid forbearance program as well as the loan modification application deadline of XX/XX/XXXX for Covid forbearance wind down. At the same time, the loan servicer is in direct violation of our consumer rights and is utilizing manipulative semantics to try to coerce us into forfeiting those same consumer rights. If any such attempts are made to tarnish our credit or further the course of foreclosure while Shellpoint is in violation of their temporal requirement to present us with loan modification options, we will pursue civil recourse. If Shellpoint sends any more agents to trespass on our property with threats of confiscation while our Covid forbearance loan modification review is in process, we will pursue criminal prosecution against such agent for criminal trespass and will seek additional civil recourse against Shellpoint.
As the Consumer Financial Protection Bureau, we hope that you will weigh the gravity of our concerns and use your enforcement authority to compel Shellpoint to bring our loan servicing back into legal compliance in the interest of protecting us from further abuse or risk of the loss of our home. We also request that our concerns be forwarded to the FTC for review and consideration in case this is determined to be pervasive conduct on the part of the loan servicer in the interest of protecting all consumers that may be suffering from this egregious mortgage servicing conduct.
Thank you for your time and consideration. If you have any questions or concerns, or need any supporting documentation including but not limited to a detailed call log, please do not hesitate to reach out. We look forward to your response.
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| 12/20/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To Whom It May Concern : Please find a detailed synopsis in regard to the communication ( thirty-one emails and numerous telephone calls ) and continual attempt to apply for a loan modification from XX/XX/XXXX through XX/XX/XXXX with Shellpoint Mortgage Company.
After three years of a protracted divorce and five years of unemployment, on XX/XX/XXXX at XXXX XXXX, I contacted XXXX and I spoke with a representative by the name XXXX about applying for a loan modification ( I was in the early application process of filing for bankruptcy but was advised by an attorneys to apply for a loan modification on behalf of another property ( successfully done with XXXX XXXX/XXXX XXXX after three years of trying ) and the aforementioned address, at which time I discovered that my loan had been sold/transferred from XXXX XXXX XXXX and then to Shellpoint ( per industry experts, Shellpoint purchased the fluttering XXXX XXXX XXXX ). Based on the information received from XXXX, on the same day, I called XXXX XXXX XXXX/Shellpoint and the nightmare began.
Initially, when I called, I was told that my point-of-contact, XXXX XXXX was out of the office for a few days, but I could leave her a voicemail message, at which time I left a voicemail message. Because it is extremely difficult to contact your representative via telephone, trying to reach Ms. XXXX transpired for quite some time ( in addition because I was still in the pro se bankruptcy proceeding, I had to give them permission to contact me ). Eventually, on XX/XX/XXXX, I spoke with a Shellpoint customer service representative by the name of XXXX and I was told to obtain a Uniform Borrower Assistance form from Shellpoint Mortgages website and to email the form to XXXX. I completed the form and forward the form to Ms. XXXX. On XX/XX/XXXX, I was able to speak with Ms. XXXX and she told me that in order to apply for a loan modification, I needed to submit : 1. A Letter of Hardship 2. 30 Days Bank Statement 3. 30 Days Proof of Income 4. Profit and Loss Statement for my XXXX with XXXX and XXXX XXXX. Non-borrower income for a senior citizen aunt, who lives with me long-term.
I submitted all requested documents to Ms. XXXX and only to find out that she did not receive the documents and once they received the documents it would take, 5-7 business days. I resubmitted the forms again, yet I still did not hear from Shellpoint. I contacted Ms. XXXX, shortly thereafter, and the conversion theory shenanigans started to play out : 1. Via telephone : Ms. XXXX, then explained that I needed proof of twenty percent ( 20 % ) of the outstanding balance. I explained that I had never heard of a deposit being required for a loan modification trial period and she explained that this was XXXX XXXX requirement.
2. I asked who XXXX XXXX was ( per industry contacts, XXXX XXXX is a spend-off company of Shellpoint for their delinquent loans/mortgages ) and Ms. XXXX explained that XXXX XXXX was the lender-mortgage holder.
3. Via telephone : I requested something in writing as it relates to the loan modification and deposit and Ms. XXXX said that she would email me the documents.
4. Via telephone : Ms. XXXX never sent the document via email, so I followed up again, and she stated that they were now requesting proof of twenty-five percent ( 25 % ) of the outstanding balance and Shellpoint did not have anything in writing. I explained that she had just told me, during the previous communication, that I needed twenty percent ( 20 % ). Ms. XXXX asked me who told me that and I stated that she did.
5. I informed Ms. XXXX that it was impossible for Shellpoint to lack the proper legal documents when requesting a large sum of monies from a consumer and I needed something in writing concerning the deposit and loan modification. I gave Ms. XXXX my email address of XXXX again and on XX/XX/XXXX is when I received an email from Ms. XXXX which stated that they NEED : a. Proof of funds for 30 % of past due amount b. Who is XXXX XXXX ( non-contribution borrower written explanation ) c. Lease agreement and proof of 2 months rents received/or boarder renter letter i. Eventually it was determined that this form was not required d. P & L need to specify type of business, dates covered with the following format xx/xx/xxx to xx/xx/xxx, signed and dated.
i. Nitpicking over the format of the date took precedence with Ms. XXXX and Mr. XXXX e. Last 2 years of tax return f. XXXX for XXXX I called Ms. XXXX to reiterate my extenuated circumstances ( divorce and unemployment ) and per her request, I submitted the necessary forms via email on XX/XX/XXXX. After this submission, my communication with Ms. XXXX went silent. I emailed Ms. XXXX on XX/XX/XXXX to verify the proof of the deposit, without receiving a response.
Hence, during another follow-up call to Shellpoint, I spoke with another customer service representative and discovered that some of my submitted documents were not in the system and Mr. XXXX XXXX, a different point-of-contact, was managing my account and I was given his direct telephone number and an incorrect email address. I left Mr. XXXX a few voicemail messages, without receiving a follow-up call. I called customer service again and received the correct email address for Mr. XXXX. I sent Mr. XXXX another email on, XX/XX/XXXX : ( 1 ) explaining that per Ms. XXXX email I had a few questions ( see below ) as it related to the deposit, ( 2 ) after further questioning, industry experts explained to me that they had never heard of such request and to receive such payment was illegal. I sent the following questions to Mr. XXXX via email on XX/XX/XXXX : g. May I come up with the deposit during the trial payment phase h. My understanding of the trial phase is to verify if I can make consecutive payments i. May I have 60 days to generate the 30 % outstanding balance j. And if not, how much time do I have.
Mr. XXXX did not reply, so I sent an additional email on XX/XX/XXXX asking the same questions as mentioned above. Finally, he responded, via email, on XX/XX/XXXX and said that the 30 % deposit was an approximation. At this point, I felt like they were starting to be vague and untruthful. I could not get an exact answer as to the amount of the deposit and the date/time-frame of required proof. Similarly, he was requesting the same documents again, ( sent prior to Ms. XXXX twice ), alter the format of the dates on the XXXX XXXX XXXX statement, and dates and income for XXXX. Because each representative were communicating with ambiguity and giving conflicting answers, I researched further and was told by personal mortgage industry contacts that a novice employee could give an answer to the questions ; as well as, Shellpoints process was against industry standards the experts could not explain the rationale behind Shellpoints request for the deposit.
On XX/XX/XXXX, I emailed Mr. XXXX to request a definitive answer as to the deposit, explained that a family member was going to give me the funds so, I did not have the luxury of living in the world of approximation, and I submitted the documents requested from his XX/XX/XXXX email. Mr. XXXX did not reply to my email or voicemail messages. I sent an email on XX/XX/XXXX to Mr. XXXX and he stated that he was trying to get an answer to my questions.
By means of an email, Mr. XXXX responded on XX/XX/XXXX and stated : 1. The required down payment had increased to 50 % 2. Need proof of funds ( bank statement, 401K, etc. ) 3. The 50 % deposit and trial payments had to be submitted at one time 4. And to resend the documents again because they were never receiving my documents since the documents were not accepted through their personal email account. All documents had to be sent to the loss mitigation general email address.
At this point, it was becoming clear that Shellpoint was trying to extort me/the situation and they were being untruthful and giving incompatible answers. I wrote an email explaining their level of unprofessionalism and requested the contact information for the superiors at Shellpoint and XXXX XXXX. On XX/XX/XXXX, I sent another email to Mr. XXXX requesting a response. Then, on XX/XX/XXXX I received an email form XXXX XXXX explaining that, correct, a trial period is used as a means to verify my ability to make the payment and to submit 25 % of the outstanding payment as a good faith payment. I responded to Ms. XXXX on XX/XX/XXXX, stating that I would send the documents and I asked if they could tell me the trial payment amount and duration and Mr. XXXX XXXX ( an interim point-of contact ) said they could not give me that information ( XXXX XXXX. XXXX gave me this information without submitting any documents ).
Due to the constant, lack of transparency, I replied to Mr. XXXX with a complaint, outlining my experience, industry experts stated the deposit was against industry standards ( illegal ) and copied XXXX XXXX, XXXX XXXX ( Partners ) and XXXX XXXX ( President of Servicing ). Mr. XXXX responded with an apology and a request for a date and time to speak via telephone. I gave Mr. XXXX a date and time for XX/XX/XXXX at XXXX XXXX.
Finally, I got an email from Mr. XXXX stating : 1. He was on leave for the past three weeks and to call him the next day.
2. I explained via email that I had sent the requested documents again to the loss mitigation email and I would call him on XX/XX/XXXX.
3. I called on XX/XX/XXXX and without success, I had to leave a voicemail message 4. XX/XX/XXXX Mr. XXXX sent an email requesting a conference call. I agreed. He called me at XXXX XXXX while I was at work. I tried to reach Mr. XXXX on XX/XX/XXXX, XXXX, XXXX and XXXX and finally I was told on XX/XX/XXXX at XXXX XXXX, Mr. XXXX starts the conversation by saying that my property was sold through a third party on XX/XX/XXXX.
5. I left a voicemail message for Mr. XXXX XXXX ( Mr. XXXX superior ) and I did not received a follow-up call as of yet.
6. Within five minutes after my telephone call with Mr. XXXX on XX/XX/XXXX, I received an email stating my new point-of-contact was, now, XXXX XXXX, for which I could not understand why I was being assigned a new point-of-contact if my property had been sold.
Upon further questioning about the sheriff sale, mailing address, and expressing my trauma ; I felt that as a liaison of Shellpoint, all of the representatives failed me as a consumer because, not once, did anyone mention a date for a Sheriff Sale through-out this entire, horrendous process, Mr. XXXX could not give me any additional information as to how my home was sold. I discovered through researching on my own.
Additionally, I have been told that Shellpoint intentionally used in my case/uses nefarious, conversion theory tactics. Other borrowers have expressed similar experiences with Shellpoint ( mailed their application forms and documents to vacant houses that are for sale in other states ) Shellpoint/XXXX XXXX XXXX are known for implementing shady business practices hence, industry experts view Shellpoint as the beginning of another XXXX XXXX.
Nonetheless, because of the lack of transparency, communication, the length in which Shellpoints representatives went to conceal information my peace was disturbed, I was overwhelmed with XXXX, experienced many sleepless nights from fear of Shellpoint robbing me of my home, and expending a significant degree of opportunity cost... time in which I can never get back.
Finally, as a graduate of an XXXX XXXX and XXXX institution, I left my alma-maters with an understanding of it is my responsibility to be the voice for the voiceless. I hope my complaint to the Consumer Financial Protection Bureau can avoid another XXXX housing crises, because Shellpoints unethical behavior, which is similar to XXXX XXXX foreclosures schemes, is definitely putting homeowners, the economy and the country at risk.
Thank you for your time and assistance.
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| 09/05/2021 |
Yes |
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Web |
Older American |
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XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX CFPB XXXX XXXX XXXX XXXX, Iowa XXXX XXXX XXXX, XXXX, XXXX DEAR CFPB I entered the problem on your list as being closing on a mortgage because that topic seemed to best match my issue currently of trying to sell my rental property home, ( which was once my residence ) only to find that I am coming up extremely short on the payoff and what the actual amount of the profit or gain should be according to all of the information which I currently possess on the circumstance.
I am fervently hoping that you will be able to help me. I never expected to be selling my home which has become a rental property for me as I had to move from XXXX to XXXX to assist with caring for my very elderly mother. I lived in the home with my companion from XXXX, when we moved to XXXX, XXXX, for my job. Then in XX/XX/XXXX, I lost my job and also had to relocate back to XXXX to aid in my mothers care. I am an only child, and she will be XXXX years old on XX/XX/XXXX.
I have owned this property since XXXX, and it was purchased at __approximately XXXX XXXX, with interest, and XXXX loan for home improvements in approximately XXXX ) _____________. The internet sites and my realtor, The XXXX XXXX XXXX have valued it at XXXX XXXX. None of the figures are exact, nor the dates because only one servicer responded to my repeated requests for historical and accurate loan information.
I have had seven mortgage servicers from the loan inception. All these servicers have initiated the refinancing to me. I did not seek them out. They told me that any loan reorganization would pay off in the end of the loan and due to the savings, they were purporting.
Every single one of them has been involved in Mortgage fraud or a public legal action/s, or/and class actions as well as the current servicer, who has a poor reputation, New Penn/Shellpoint/ New Rez XXXX The mortgage I have is under XXXX XXXX, which is funded by private investors. All these companies were simply trying to save themselves in the mortgage crisis and I do believe now, looking my situation they were involved in Churning.
I am extremely disappointed and distressed to find that at the end of my mortgage, upon inquiry to sell my home that the payoff amount has been quoted as being __Approximately ____ $ XXXX ________________. This results in me obtaining proceeds of XXXX _____Approximately ___minus relator fees and taxes / capital gains ________.That is a shortfall of XXXX XXXX or more. Additionally, I see that, instead of the 30 year -fixed mortgage which I initially took out, with XXXX XXXX Bank XXXX in XXXX, upon purchase of the home, now has an additional XXXX XXXX years added to it, with a maturity date of XXXX listed on the current loan. It should be ending in XXXX, 12 years from now. My rates have always been fixed at XXXX XXXX %, I believe. Also, in XXXX, I took out a home equity loan of XXXX approximately, which was a low rate as well as I can remember, and was used for upgrades on the home. The New Rez website shows that I paid approximately XXXX K in interest, and only about XXXX K in principal over 18 years. At the interest rates above, and with the property being valued now at XXXX K from the purchase price of XXXX, in XXXX, I should have at least XXXX additional funds upon payout and sale of this property, in my best estimation. It is very hard for me to imagine that I, as a professional and also being XXXX, for a time, would be responsible for helping giant banks and mortgage companies, to my own detriment, and now have my extremely valuable time spent writing all these letters, etc and trying to rectify the situation.
There was only a one day missed payment in the first 13 years of the loan. In the past 5 years or so, I have had numerous late payments within the 30-day grace period. My credit history lists an excellent payment history with the current servicer. I had several late payments with XXXX XXXX XXXX. The reasons were that I lost my job, have a major issue with a former federal employer which has impacted my ability to work, relative to a XXXX which occurred in XXXX and for which I am on SSDI and federal XXXX. I have been working extremely hard to resolve the issue and return to work, despite many obstacles. The tenants have aided in paying the mortgage, though I have incurred losses on it every year for repairs and tenants breaking the lease, and damaging things.
I requested that these 7 companies send me complete information about my loan with them. I did this by USPS tracking mail. These are the tracking numbers and the letters to each will be attached, depending upon the space on your site. The approximate dates for these letters were XXXX and their receipt was verified as being on XXXX. I only received a response from XXXX XXXX with the attached documents and from New Rez , saying they were working on it into XXXX. I believe that the XXXX XXXX letter required an updated address as well as the XXXX XXXXr/ XXXX XXXX address. I have not received any other replies. Even my current loan servicer, which is a very inadequate company, Called New Rez ( formerly XXXX XXXX, Shellpoint ), has failed to provide the information which I requested twice, by verified trackable mail and a phone call made to them on Thursday, XX/XX/XXXX @ XXXX AM. They did send a letter, dated XX/XX/XXXX stating they will be providing the information I requested, asap ; so it is over a month later, and I do not have that information yet.They are legally required to provide me with information on my loan as per my requests. When I only heard from one company regarding the initial letters sent out, I sent follow-up letters on XX/XX/XXXX, which were received on or about XX/XX/XXXX. I have not receive a response to any of those letters.
Within the past 15 months or so, New Rez has decreased my payment automatically by about {$200.00} per month. I believe that may have had to do with the PMI being removed at a certain point. At XXXX point, about a year and half ago, New Rez, stated that I did not have funds in my XXXX XXXX Account with which to pay my mortgage one month. I did have the funds, I had to make many calls to rectify it, taking up much time and explaining to them that XXXX XXXX and my records would prove the funds were there and they illegally said the funds were not there. I believe it was an employee retaliating against me for telling her that I was not going to continue to explain my current hardship every time I called. They and XXXX XXXX did call and often repeatedly to remind me of payments due prior to the late date for payments, which is the XXXX the of each month. I do believe I had been charged the convenience fees for the phone payments and am probably a part of that class actions against New Rez.
I worked for the Federal Government when I was living in the National Capital Area and commuted for many years, a distance, through heavy traffic while working very long hours and overtime as a XXXX. I then developed a temporary cognitive impairment in XXXX related to severe XXXX, which is the reason for the XXXX, among other factors such as XXXXXXXX XXXX
I have been extremely busy the past 6 years. I am now, surprisingly, going to relocate to the XXXX, Texas, and be remarried within the year. This is the reason for selling the rental property. I have tenants in there until their lease expires on XX/XX/XXXX. But I need to sell and settle the sale asap to combine my funds with those of my fianc to obtain a suitable living arrangement in Texas, as he has XXXX young sons, XXXX and XXXX yo.
I am explaining all of this so that you can understand the context in which I am requesting help. I need all the funds from the home sale to manage my mother, her home, and my move and wedding and possible work reentry eventually. As it is, I paid into the mortgage, approximately $ XXXX per month for 18 years, that essentially amounts to XXXX XXXX which did include XXXX County taxes at about XXXX $ per year, PMI for quite a while, and interest. However, even considering all those factors, I should be gaining more than XXXX, with consideration of the property value rising as it has in that area for the past 6 years and considering that it has been paid for 18 years and was to be a 30-year loan. These companies have profited at my expense, been unscrupulous, taken unfair advantage of me as a consumer, and as a XXXX person as well as using me and countless others to manage their own failures during the mortgage crisis. It appears to be illegal and unethical.
I am requesting that you assist me in the following ways : 1. ) Require these companies, all of them, in an expedited manner ( excluding XXXX XXXX, who did cooperate ), to submit the entire documentation for the loans to me, including the Note, Deed of Trust, HUD1 Settlement Statement, and account payment history, loan terms, interest rate, initial and ending balances, and closing costs.
2. ) Assist me in the steps required to make these companies accountable for their crimes against me as a consumer, by rectifying the extensive shortfall in my loan payoff price and all the fraud which took place at my expense ] 3 ). Advise me as to whether I need a CPA or Attorney advice or whether you can help me to settle this matter. It is taking a great deal of my time at a very critical time in my life. It is very unfortunate that consumers must work so hard to protect ourselves from criminals in every business arena imaginable. With all the other complexities of ones own life, it is exhausting. I would like to think that my own money belongs to me, and I do not have to risk it being taken fraudulently. Who would own a home if they would only barely break even after 18 years? As it is with the anticipated shortfall, I may have to reschedule my upcoming remarriage, my relocation plans for moving across country, plans to eventually re engage in my career. It is extremely problematic, in addition to spending all this time writing letters, and locating documents while big companies have money that actually, rightfully, belongs to me. Yet, there is no cooperation, naturally, from any of them, because they want to keep the money which does not belong to them and do not want to be held accountable. All of this is a huge amount of work for me when I have many other pressing matters.
Thank you so much for you help. The other documents are uploaded, as indicated and I am listing the XXXX mortgage servicers with whom I have dealt over the past 18 years.
Please let me know if you require additional information.
List of Mortgage Servicers : XXXX XXXX XXXXe ( briefly ) XXXX XXXX Bank XXXX XXXX Bank XXXX XXXX Bank XXXX XXXX Mortgage XXXX Bank XXXX XXXX XXXX XXXX ( XXXX XXXX ) XXXX XXXX Shellpoint Mortgage, XXXX XXXX, New Rez ** This is what I recall to the best of my ability. I have moved twice and am not able to locate all the documents, am waiting for the companies to comply with my request.
Attachments : Mortgage Documents from XXXX XXXX ( with XXXX XXXX on the paperwork, I believe this the transfer paperwork ) Current Mortgage Documents : New Rez ( limited ; awaiting additional documents Proof of mailing/ tracking numbers for all mail sent to Mortgage services requesting information ( the USPS site verifies their receipt ) and the tracking for the f/u letters I sent when they failed to respond the first time.
Copies of letters sent to Mortgage companies There are a few gaps in the numbering on the XXXX XXXX XXXX XXXX XXXX XXXX sent by XXXX XXXX XXXX, due to the difficulty in scanning and volume of/disorganization of the documents presented to me. ) Sincerely, XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX
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| 07/26/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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It seems that Shellpoint does n't have all of their facts straight. ***** XX/XX/XXXX @ XXXX I faxed in 76 pages that were requested *Bank Statements * XX/XX/XXXX Taxes *Explanation Letter on any deposits over {$1000.00} ( I 'm in the rental business! ) * XX/XX/XXXX Social Security Awards Letter *Leases XX/XX/XXXX Rep XXXX -stated my file was under review/sale date on hold XX/XX/XXXX Rep XXXX -stated it was in underwriting still, no sale date. Please check back in 30 days XX/XX/XXXX @ XXXX Rep XXXX -stated underwriting now had requests since they had waited so long to review : *Borrowers Assistant Form pages 1-4 sign/dated * XXXX and XXXX bank stmts *Mortgage stmts for XXXX XXXX and XXXX XXXX *Explanation letter Deposits over {$1000.00} ( given XX/XX/XXXX -they found it ) *Explanation Letter on an old business, signed dated Asked if there was a sale date, was told no. ***** XX/XX/XXXX @ XXXX faxed in ALL of the above docs requested XX/XX/XXXX @ XXXX Rep XXXX XXXX -stated more requests *Needed pers bank acct for XXXX *Letter of Explanation of any deposits over {$1000.00} ( sent XX/XX/XXXX -she found it ) *resend bank statements for XXXX only received 6 out of ten ( I have confirmation they were all received ) * XXXX , XXXX bank stmt for XXXX & XXXX ( sent XX/XX/XXXX ) *Letter of Explanation with a XXXX XXXX XXXX showing zero income and zero expenses for old business *Re-do XXXX XXXX XXXX to show dates to read as XX/XX/XXXX to XX/XX/XXXX instead of XX/XX/XXXX *Current mortgage statement for XXXX XXXX XXXX new monthly expense tracking sheet *No sale date ***** XX/XX/XXXX @ XXXX XXXX faxed in all the requested documents XX/XX/XXXX @ XXXX Rep XXXX XXXX -more requests * XXXX bank stmt for XXXX , ( sent XX/XX/XXXX and XX/XX/XXXX ) * Letter of Explanation about deposits over {$1000.00} ( Given XX/XX/XXXX , and again XX/XX/XXXX ) * XXXX XXXX XXXX to specify which company must say XX/XX/XXXX - XX/XX/XXXX now ( Sent in XX/XX/XXXX as requested-Company name listed at top of XXXX XXXX XXXX ) * Mortgage stmt for XXXX XXXX ( Given XX/XX/XXXX ) XX/XX/XXXX @ XXXX Emailed in all docs requested to XXXX since they were complaining they could n't read some faxes very well, so scanned and emailed. XX/XX/XXXX @ XXXX Rep XXXX -called for an update, said I needed to speak with my single point of contact, she tried contacting her, not available. I was told from my file notes that the day after receiving all of my docs on XX/XX/XXXX ( see above ) which they claim take 4-5 days to upload, there were MORE requests : *Letter of Explanation on deposits over {$1000.00} with a date next to the signature ( date is at top of letter when first written but needed it next to signature? ) Sent XX/XX/XXXX XX/XX/XXXX , XX/XX/XXXX and XX/XX/XXXX -no mention of date needing to be by signature also ) *Bank stmts for XXXX / XXXX for XXXX and XXXX *mort stmt for XXXX XXXX for XXXX *RMA pg 4 with a new date * XXXX -T new date *Dodd Frank with a new date XXXX XXXX XXXX for XXXX / XXXX ***** XX/XX/XXXX -SAME DAY! @ XXXX I emailed all of the requested docs XX/XX/XXXX -Rep XXXX stated new requests : *Explanation Letter for deposits over {$1000.00} signed dated next to signature ( sent XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX ) * XXXX XXXX XXXX signed and dated at the bottom ( not initialed ) * XXXX -T add XX/XX/XXXX to the form -Sale Date of XX/XX/XXXX I asked to be removed since I was complying with all requests ***** XX/XX/XXXX SAME DAY-emailed all docs as requested XX/XX/XXXX @ XXXX Rep XXXX XXXX -more requests * XX/XX/XXXX and XX/XX/XXXX Taxes again *Leases again *2 months bank stmts again for XX/XX/XXXX need XXXX AGAIN -sent XX/XX/XXXX ) *Letter of Explanation of deposits over {$1000.00} AGAIN * XXXX -T re-write as the XX/XX/XXXX looks like XX/XX/XXXX ? It was the line between the XX/XX/XXXX ?! * XXXX XXXX XXXX again- ( sent XX/XX/XXXX and XX/XX/XXXX ) XX/XX/XXXX @ XXXX Rep XXXX XXXX -incomplete file , more docs needed! *pg 4 of the RMA ( received XX/XX/XXXX -okay found ) *Bank stmt for XXXX *Social Security Award Letter ( sent XX/XX/XXXX -okay found ) * XXXX XXXX XXXX statement needs to have Income subtracted from Expenses showing at bottom NET, signed and dated *Letter of Explanation that all properties do n't have HOA fees ( already on RMA ) **** XX/XX/XXXX SAME DAY @ XXXX XXXX XXXX emailed in all requested docs XX/XX/XXXX @ XXXX Rep XXXX XXXX -I called to see if sale date was cancelled and any updates on received documents. Tried to get ahold of point of contact assigned to my file-not available. Since no cancellation, I asked for a supervisor. @ XXXX spoke with supervisor XXXX XXXX XXXX . After going over all my docs I was asked to wait for a call from my point of contacts ( XXXX XXXX ) supervisor XXXX XXXX to call me to go over my file with me since they were all there. My file was still requesting docs already given : * XXXX XXXX XXXX for XXXX XXXX XXXX -already in file *Leases-already in file *2 month bank stmts for XXXX already in file, many times * XX/XX/XXXX Taxes-already in file *RMA sent XX/XX/XXXX Both XXXX and Supervisor could see that all requests were already in my file so asked XXXX XXXX to review and push to underwriting which then the sale date could be cancelled. XX/XX/XXXX @ XXXX Supervisor XXXX XXXX called me and went over all of my docs and stated that there was NO SALE DATE of XX/XX/XXXX anymore, she had reviewed my file and sent it to underwriting now. At this point I was to check in to see if any other docs might be needed from underwriting and if I qualified. But then she said if I did n't qualify they would go through with the XX/XX/XXXX sale date! So it was n't cancelled-dual tracking! XXXX XXXX gave me her direct numbe XXXX XXXX to call her for updates. ***At this point I reported these actions to the CFPB and also into attorneys for Arbrittration to litigate/dispute my case. -I was told to call back on Wednesday if I did n't ; t hear back from XXXX XXXX . XX/XX/XXXX WEDNESDAY left message for XXXX XXXX then called back and spoke with rep XXXX who said the sale date was placed on hold and it would take 3 days to approve as it was in underwriting. NEW UNDERWRITING REQUESTS : *Mortgage stmts again for XXXX , XXXX and XXXX - ( needed a better copy even though they have been with them since the beginning and nothing said ) *Leases for XXXX , XXXX XXXX as they were n't clear enough *Explanation Letter on deposits over {$1000.00}! ( sent so many times stated earlier ) * XX/XX/XXXX Social Security Award Letter ( given from XX/XX/XXXX on ... ) * Hardship Letter again signed/dated *Explanation Letter that subject property was used as a duplex but City shut it down due to lack of proper permits for a duplex from prior owners-in a legal battle that we are paying for therefore, only one unit rented for years. XX/XX/XXXX Arbitration file opened with attorneys XX/XX/XXXX emailed all docs again to Shellpoint even though we went over them all and in file from XXXX -current XX/XX/XXXX XXXX Rep XXXX XXXX said that she could n't get ahold of my point of contact, XXXX XXXX and that this was the new requests from underwriting : *Mortgage stmts for XXXX XXXX XXXX XXXX ( given to them XX/XX/XXXX ) *Leases ( given again XX/XX/XXXX ) Hardship Letter ( given XX/XX/XXXX ) Agreed that all docs are in file ... ***On XX/XX/XXXX I went over every one of these docs with Supervisor XXXX XXXX and she reviewed them in order to pass on to underwriting yet here we were again asking for the same docs again! XXXX XXXX stated she would have my file escalated as everything was there and it was a matter of rather I qualified or not. XX/XX/XXXX Rep XXXX XXXX @ XXXX stated my file was CLOSED XX/XX/XXXX by underwriting because they never received any documents from me! XX/XX/XXXX @ XXXX left message for Supervisor XXXX XX/XX/XXXX @ XXXX XXXX XXXX went over docs with me but said I needed to speak with Supervisor XXXX as XXXX XXXX was not available and would put a message in for her to call me. XX/XX/XXXX @ XXXX Supervisor XXXX XXXX called me and stated that she would re-open my file and cancel m XX/XX/XXXX sale date if I could " MAIL '' her a copy of 3 mortgage statements they were having trouble reading ( XXXX XXXX XXXX XXXX XXXX ) plus a letter stating that the Shellpoint Mortgage statement for one of my properties, XXXX XXXX XXXX XXXX was incorrect on their statement and therefore did n't match my leases and to please correct. XXXX XXXX stated I mail it to Shellpoint Mortgage, XXXX XXXX XXXX XXXX , SC XXXX XX/XX/XXXX Certified mailed these requests to the address given to me above ( Certified Mail # XXXX XXXX XXXX XXXX XXXX ) received by XXXX XXXX on XX/XX/XXXX at XXXX . XX/XX/XXXX XXXX Rep XXXX XXXX stated that she saw that the certified mail was in my file but not reviewed yet and would give notice to XXXX XXXX to cancel the sale date. She said to call back next day, Thursday. XX/XX/XXXX Thursday @ XXXX rep XXXX XXXX checked see if he could reach XXXX XXXX to settle this matter-not available but left her a message. XX/XX/XXXX @ XXXX Rep XXXX XXXX stated she had been assigned TODAY to my file and that I needed to start all over with documents in order to re-open my file! I went through the whole deal with dates, docs ect and my conversations with XXXX XXXX and she decided I needed to speak with XXXX XXXX also. This is when I wrote to CFPB as I was so very frustrated with the mishandling of my file! XX/XX/XXXX @ XXXX left message for XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX said that the certified mail WAS NOT in my file as stated on XX/XX/XXXX and had left a message for XXXX XXXX to call me. XX/XX/XXXX @ XXXX Rep XXXX after hearing my case tried to get a hold of XXXX XXXX but could not so gave me her EFAX XXXX for me to try to get them the certified mail copies I had send that they were now claiming they did n't have. So I enlarged the mortgage stmts even more along with the letter about Shellpoints " error '' on another bank stmt and enclosed it as well and faxed to both Shellpoint loss mitigation and also XXXX XXXX hoping that this would finally settle this. I have an investigation going on with the postal service as well to see if Shellpoint received my certified mail as per my green card returned to me signed by XXXX XXXX on XX/XX/XXXX at XXXX from Shellpoint, XXXX XXXX XXXX , XXXX , SC XXXX . This is the real " DRAMA '' I have gone through with this company and as is plain to see, a complete unprofessionally run company, fraudulent with their dual tracking based on their incompetence while hanging a sale date over my head! This has caused me overwhelming XXXX , undue stress and it still is n't over as I have a XX/XX/XXXX sale date still! This is why I am having attorneys overseeing this as we speak but felt CFPB should be investigating unlawful behavior such as this fiasco! They still have not answered my QWR proving they have legal standing to even be working with me at all. Stating something and providing legal documents are two different things, and they know better!
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We are writing to follow up on our original complaint and to bring to surface additional consumer rights violations perpetrated by Shellpoint Mortgage Servicing and XXXX XXXX XXXX XXXX XXXX against us. For reference, the original complaint number is XXXX and our response comes at this time due to the fact that Shellpoint only recently provided us with loan modification terms. As stated in our previous complaint, we had suffered financial/economic hardship as a direct result of the COVID 19 pandemic. Per our rights as established by the CARES Act, we invoked a Covid forbearance on our loan until the financial hardship resolved itself. As the COVID forbearance was coming to a conclusion on XX/XX/XXXX, we followed all requisite steps to submit a completed loan modification application and received confirmation of such on XX/XX/XXXX from our then servicer, XXXX XXXX. In the beginning of XX/XX/XXXX, our loan servicing was transferred to Shellpoint. Shellpoint had a legal obligation to review our loan modification application as accepted and verified in writing as complete by the prior servicer, XXXX XXXX, and to provide us with wind down options AND to provide us with written explanation for any of the wind down options that we may not have qualified for within a 30-day window of application receipt. It took months for them to present us with anything despite our repeated attempts to get cooperation, and only on the heels of our first CFPB complaint. Shellpoint did NOT present us with any options or explanations as to the cause for our disqualification as to the multitude of federally established options ( e.g. : modification, restructuring, side by side payback, etc. ). Rather, they as part of their response to our complaint attempted to paint their willingness to work with us at all as some sort of concession. They are the mortgage servicer and do not have the legal authority to circumvent their legal obligation to us as consumers in direct violation of the law. Per the CFPB final rule : Unless the borrower states they are not interested, the servicer must also list and briefly describe to the borrower those forbearance programs made available at that time and the actions the borrower must take to be evaluated. They were and are OBLIGATED to provide us with options or at a minimum, detailed written explanations for disqualification of any of the options, which they refused. Further, after months of trying to get them to honor their obligation to us so that we could move forward out of this financially trying period of our lives, they put us on a 3-month payment trial accommodation. This payment trial was a direct accommodation granted to us as part of the Covid forbearance loan modification process. As part of this, they gave us absolutely no written or verbal explanation as to the potential terms of the trial period or subsequent modification. In an effort to avoid damage to our credit or loss of our home, we promptly made payments as scheduled by Shellpoint despite the fact that we had no qualified understanding or explanation as to the terms of potential modification. As an associated accommodation for which we were paying as scheduled, Shellpoint had no legal authority to damage our credit. Shellpoint delivered a modification package to us dated XX/XX/XXXX with requisite notarized signatures and return date by XX/XX/XXXX to accept the terms that they established we were given NO discussion or explanation from our account coordinator or a manager, just simply the option to accept their terms or allow our home to flip into technical default at risk of foreclosure. We begrudgingly signed the documents under extremes duress so as to not lose our house, but the Shellpoint conduct leading up to the offer of accommodation in addition to the terms of the accommodation and the terms of the loan modification are in direct contradiction to the CARES Act and Congressional/Executive intent, as is clearly established through the CFPB final interpretive rule. As such, Shellpoint has once again knowingly directly and explicitly violated our consumer rights in a multitude of regards. The details of our complaint are as follows : 1- The servicer immediately started reporting negatively against our credit for late payments despite the fact that the trial period IS the accommodation to allow us the transition into the modified loan prior to the COVID forbearance, we had no late payments, and as soon as the servicer presented us with the trial period payback terms, we paid promptly and on the schedule that they established. Per the CFPB final rules, the servicer CAN NOT report adversely against our credit while we are current on the accommodation that they have presented to us in an effort to restructure out of the forbearance deficiency. This was established by the CARES Act and reaffirmed in the CFPB final rule. Clearly the servicer is well aware of this and has chosen to adversely injure our credit worthiness, regardless. We each suffered an approximate XXXX point reduction in our credit scores as a result of this illegal action.
Per CFPB Final Rule : The borrowers acceptance of an offer of the loan modification must end any preexisting delinquency on the mortgage loan or the loan modification must be designed to end any preexisting delinquency on the mortgage loan upon the borrower satisfying the servicers requirements for completing a trial loan modification plan and accepting a permanent loan modification.
Per CARES Act : REPORTING.Except as provided in clause ( iii ), if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ( I ) report the credit obligation or account as current ; or ( II ) if the credit obligation or account was delinquent before the accommodation ( aa ) maintain the delinquent status during the period in which the accommodation is in effect ; and ( bb ) if the consumer brings the credit obligation or account current during the period described in item ( aa ), report the credit obligation or account as current.
Although we met all requisite timelines and made all payments before the due date, we suffered an egregious damage to our credit scores/reports.
2- The servicer modified the terms of our loan to our detriment and with no explanation or justification. Prior to their own adverse reporting to the Credit Bureaus, we both had very strong credit scores and credit worthiness exceeding XXXX each. XXXX XXXX credit score in XX/XX/XXXX was XXXX and fell in XX/XX/XXXX to XXXX and XXXX XXXX credit score in XX/XX/XXXX was XXXX and fell in XX/XX/XXXX to XXXX.
Despite these high scores, the servicer modified the terms of our loan increasing our mortgage interest rate from 4 % to 6 % during a period of historical low rates. This is unjustified based on our credit file and constitutes unsupported punitive aggression.
Per CFPF Final Rule : First, to be eligible, the loan modification may not cause the borrowers monthly required principal and interest payment to increase and may not extend the term of the loan by more than 480 months from the date the loan modification is effective. Second, if the loan modification permits the borrower to delay paying certain amounts until the mortgage loan is refinanced, the mortgaged property is sold, the loan modification matures, or, for a mortgage loan insured by the Federal Housing Administration ( FHA ), the mortgage insurance terminates, those amounts must not accrue interest.
3- In conjunction with the rate increase, the servicer modified the terms of our loan from a 40-year mortgage into a 30-year mortgage rolling in the delinquent payment amount thus increasing our principle due by approximately {$18000.00} while increasing our rate and shortening the term of the loan. As such, they increased our monthly payment by approximately $ XXXX which is in direct contradiction to the rules established by the CARES Act and the CFPB final rule for servicers, as the consumer is not allowed to be financially injured nor is their creditworthiness allowed to be injured as long as they are satisfying any associated accommodation during the loan modification window.
Outstanding Principal : XX/XX/XXXX was {$170000.00} and increased to {$190000.00} with the loan modification including unpaid interest, escrow advances, and other fees.
Monthly Payment : was {$1200.00} and increased to {$1600.00} Per CFPF Final Rule : First, to be eligible, the loan modification may not cause the borrowers monthly required principal and interest payment to increase and may not extend the term of the loan by more than 480 months from the date the loan modification is effective.
4- The servicer applied multiple unfounded fees that fall in direct contradiction to their legal obligation to waive all such fees including but not limited to the verification of occupancy fees that should have been waived in addition to the requirement that those sorts of inspections be waived.
Per CFPB Final Rule : Finally, the servicer may not charge any fee in connection with the loan modification and must waive all existing late charges, penalties, stop payment fees, or similar charges that were incurred on or XXXX after XX/XX/XXXX, promptly upon the borrowers acceptance of the loan modification.
The fact that we must circle back around on this issue is egregious and the servicer is clearly pursuing predatory and punitive action against us as consumers for taking advantage of a Congressionally established COVID 19 relief program. Further, they are illegally injuring our creditworthiness in direct violation of the Fair Credit Reporting Act as modified by the CARES Act. Shellpoint is making calculated and deliberate efforts to injure us as consumers and are in direct violation of the law as established by the CARES Act and interpreted by CFPB through the Final Rule.
The remedy that we seek for this is egregious conduct by Shellpoint is multifaceted as follows : 1- Shellpoint must immediately stop reporting our account as deficient and immediately repair the damage to our creditworthiness.
2- Shellpoint must immediately present us with all requisite modification options and/or explanations as to the cause for our ineligibility simply verbally stating that the investor group does not offer modification options does not grant legal authority to circumvent the legal framework that was established by the CARES Act and CFPB interpretation.
3- Shellpoint must present us with a loan modification package that aligns with the terms as established in the CFPB Final Rule including removal/waiving of all punitive fees, reduction of the interest rate at least in line with the original loan terms of 4 % or less, and/or extension of the loan term toward 40 years if necessary to reduce the monthly payment back in line with our pre-COVID payment as established in the CFPB Final Rule.
It is our request as injured consumers that this complaint and file be submitted to the FTC for further investigation into this predatory and illegal conduct on the part of the mortgage servicer Shellpoint. We should not be in a position that we are again victimized by their refusal to properly conduct their mortgage servicing obligations and fear that this is established pattern conduct since they are forcing us to defend our rights once again in the face of clear and well-established rules.
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| 10/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, XXXX XXXX and co-borrower, XXXX XXXX, entered into a formal Judgement Confession and agreed that the outstanding mortgage with XXXX XXXX would be satisfied provided that Mr. XXXX pays a total of {$17000.00} within 24 months. Once final payment was received, XXXX XXXX had 95 days to release liability and provide a satisfaction of mortgage.
I received a letter from Shellpoint Mortgage Servicing dated XX/XX/XXXX listing the unpaid principal balance of {$16000.00}, last payment received was XX/XX/XXXX and next Voluntary Mortgage payment Amount of {$86.00} is due on XX/XX/XXXX. The next letter I received from Shellpoint was XX/XX/XXXX, when I received a Mortgage Account Statement listing unpaid principal balance of {$15000.00}, last payment received XX/XX/XXXX, next payment of {$63.00} due on XX/XX/XXXX. I received another Mortgage Account Statement dated XX/XX/XXXX, listing previous balance {$15000.00}, payments/credits received {$240.00}, finance charges {$64.00}, new balance {$15000.00}, payment of {$64.00} due XX/XX/XXXX. The next day, I received a Mortgage Account Statement dated XX/XX/XXXX, listing unpaid principal balance {$15000.00}, last payment received XX/XX/XXXX, next payment of {$64.00} is due on XX/XX/XXXX. I contacted XXXX and informed him of the notice, which he responded that he did not know what I was talking about as his agreement was with XXXX XXXX and he was in full compliance with his agreement. He had never even heard of Shellpoint. I became concerned that my credit would be damaged, so I contacted Shellpoint and made a payment on XX/XX/XXXX for {$100.00}. On XX/XX/XXXX, I logged onto Shellpoints website and printed off the monthly statement. On XX/XX/XXXX, I again logged on and saw that there was a balance due, so I made another {$100.00} payment. On XX/XX/XXXX, I received a Monthly Billing Statement with previous balance {$14000.00}, payments/credits {$340.00}, Finance Charge {$2.00}, new balance {$14000.00} and {$2.00} monthly payment due on XX/XX/XXXX. On XX/XX/XXXX, a Monthly Billing Statement was sent to me and listed previous balance {$14000.00}, new balance XXXX, payment of {$120.00} due on XX/XX/XXXX. I again made contact with XXXX as I was concerned that the settlement agreement should have concluded but Shellpoint still has a balance due.
On XX/XX/XXXX, I called Shellpoint to inquire about the account. I explained that I learned about a settlement agreement that should have been finalized in XX/XX/XXXX. I asked about getting a satisfaction of mortgage paid as I have a buyer for this property. I also requested a refund for the payments I made to Shellpoint. Shellpoint stated that they do not have any information about a settlement, they will not issue a satisfaction of mortgage paid until the mortgage is paid and they will not refund my payments because a balance is due to Shellpoint. They suggested I contact XXXX XXXX. I contacted XXXX XXXX and spoke with XXXX. I told her that I was making payments to Shellpoint Mortgage Servicing but it is my understanding that XXXX XXXX entered into a settlement agreement with XXXX XXXX and that this mortgage should be satisfied. I told her that I am in the process of selling this property and need a satisfaction of mortgage. XXXX spoke with a supervisor and returned to the line and said that the supervisor confirmed that this account was sold to Shellpoint in the middle of the settlement. She explained XXXX kept receiving payments from Bridge Law and XXXX forwarded to Shellpoint, and therefore I would need to get my satisfaction of mortgage paid from Shellpoint. I called Shellpoint again and they wanted me to send them a copy of the contract because they do not have any information regarding this settlement. I obtained a copy of the contract and emailed it to Shellpoint at XXXX as instructed. On XX/XX/XXXX I followed up with Shellpoint, at which time I was told that they do not have the information yet, and it takes XXXX business days, and I could also email the documentation to XXXX which I did. On XX/XX/XXXX I contacted Shellpoint again and was told that they received my documentation, but the person who investigates these claims was so efficient that he opened the case before they even uploaded my email and since there was no documentation in the file, he closed it. Shellpoint will resubmit a request to investigate the documentation that I submitted. I asked if they planned on informing me that they were not investigating as I have been waiting for this information. I have a buyer for the house and do not want to lose this opportunity to sell the property. I did not hear anything and again contacted Shellpoint. I spoke with Ms. XXXX and at this point was very frustrated. Ms. XXXX asked me to provide proof that all of the payments were made on time in order to proceed with this agreement. I tried to explain to Ms. XXXX that it would be very difficult for me to ask Mr. XXXX for his financial records. However, given the importance of the matter, I contacted XXXX and he said he would work with the attorney who handled the initial settlement agreement. Ms. XXXX told me that it takes 3-6 months to generate a satisfaction of mortgage paid, and therefore would not be able to sell the property for several more months Received Monthly Billing Statement dated XX/XX/XXXX listing previous balance XXXX, new balance {$14000.00} with {$180.00} payment due by XX/XX/XXXX.
On XX/XX/XXXX, I received a letter from Shellpoint stating that they are responding to recent inquiry and working to gather requested information. On XX/XX/XXXX I received a monthly billing statement.
Monthly Billing Statement dated XX/XX/XXXX listing previous balance XXXX, new balance XXXX with {$250.00} due by XX/XX/XXXX.
On XX/XX/XXXX I received a letter from Shellpoint titled Notice of Default and Intent to Accelerate. I informed XXXX that I received this letter and he contacted his attorney who said that as of XX/XX/XXXX, XXXX was in the process of compiling payments made and expects an answer soon.
On XX/XX/XXXX I returned home after work to find a mail man in my driveway with a certified letter from Shellpoint. I signed for the letters, which were again titled, Notice of Default and Intent to Accelerate. Both letters are dated XX/XX/XXXX captioned NOTICE OF DEFAULT AND INTENT TO ACCELERATE requiring payment of {$180.00} to cure the default and that if we do not cure the default within 45 days, Shellpoint intends to accelerate the sums evidenced by the Note and Security and declare same due and payable in full and to take other legally and contractually permitted action to collect the same, including foreclosure of the lien on the Property and sale of the Property.
After opening the certified letter, I called Shellpoint as I was very alarmed. I told the first lady that I spoke to that I did not have much time, but I wanted to call after receiving this letter. She transferred me to XXXX XXXX. I told XXXX XXXX that I did not have much time but wanted to call due to receiving this certified Notice of Default letter I wanted to call. I explained the situation with the settlement agreement, and she transferred me to another department. When I protested about being transferred again and the length of the call, she said, It was not me who put you on hold. I was then transferred me to XXXX XXXX. I asked XXXX XXXX, whom Ive spoken with in the past, to stop collection efforts due to the situation with our account. After 40 minutes of being on the phone, Ms. XXXX said that she said that she would email the department, but everything needs to be in writing. At this point I was very aggravated and frustrated. Why did I spend the last 45 minutes on the phone when they could have told me that information when I first called? She said, It wasnt me who put you on hold. Ms. XXXX asked me if Ive submitted XXXX payment history. I told her that according to the attorney, XXXX XXXX is working on compiling this information, but in the meantime, I do not want any negative reporting submitted on behalf of this account. I told Ms. XXXX that it says right on their statements : iii. You do not have to pay any amount in question while we are investigating, but you are still obligated to pay the parts of your bill that are not in question. While we investigate your question, we can not report you as delinquent or take any action to collect the amount you question.
I told Ms. XXXX that the entire amount is under dispute, yet here I am, holding a threatening certified letter from Shellpoint demanding payment. Furthermore, even if the account it made current, it appears Shellpoint is placing the account on probation of sorts as the letter also states, from this point forward strict compliance with the exact terms of the loan will be required. Ms. XXXX said that the department who handles these situations acknowledged that they are investigating but can not guarantee that this will stop the escalation.
The letter states that Shellpoint is giving notice that they may make reasonable entries upon and inspections of the property. This property is NOT vacant and I am adamantly opposed to any such entry or attempts at entry of this property.
On XX/XX/XXXX, I received a letter from Shellpoint stating that they are in receipt of our correspondence regarding the loan and respectfully requests additional time to respond within the allotted timeframe. What time frame are they referring to?
On XX/XX/XXXX, I signed into the Shellpoint account online, and see that they have listed payment history dating back to XX/XX/XXXX which contradicts Shellpoints claim that they have no information regarding a settlement or payment schedule.
I received a Monthly Billing Statement dated XX/XX/XXXX, listing {$14000.00} and new balance of XXXX with {$310.00} due on XX/XX/XXXX. I received a letter from Shellpoint dated XX/XX/XXXX stating, This letter is in response to your recent inquiry regarding the accountthe contact information is.We are working to gather the requested information and will forward it as soon as possible.
I received a notice from Shellpoint dated XX/XX/XXXX that the above referenced loan has been paid in full with a copy of a release of mortgage signed on XX/XX/XXXX, filed with XXXX County on XX/XX/XXXX.
In XX/XX/XXXX, I called Shellpoint and spoke with a representative who informed me that the payments I made in the amount of {$100.00} were reversed and not charged to my account. I logged on to my bank account to verify, but the payments were and still reflect to this day payments listed as NEWPENNFIN-SHELL WEB PMTS XXXX XXXX XXXX XXXX XXXX withdrawing the funds from my account and no refunds or reversals.
On XX/XX/XXXX, I sent a letter to Shellpoint, again requesting a refund for the payments I made over and above the settlement agreement and requested that they process my refund by XX/XX/XXXX. I never heard back from Shellpoint.
Shellpoint handled this situation very poorly and told me that it is my responsibility to provide proof of the settlement. Although I provided the documentation, I believe that Shellpoint should have known the details of the loan they were buying. I have no reason to believe that XXXX was being deceitful when they told me they forwarded payments to Shellpoint, but I have every reason to believe that Shellpoint was and is continuing to be dishonest and unethical.
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| 03/26/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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Good evening, In my last efforts of trying to resolve a concern, I am reaching out to your department for assistance. My efforts are exhausted as I have tried to resolve this issue on numerousoccasions.
For one, we have never received an initial letter advising that her account was being transferred to another agency. ( Violation of the FDCPA ). Our records show we were still making payments to XXXX as of XX/XX/XXXX.
When I received the letter dated XX/XX/XXXX, stating the house was in the pre-stages of foreclosure, I placed a call in early XXXX.
The first call, I spoke with a representative who stated that he was going to submit a payment arrangement of {$2000.00} down and the balance to be paid over the next 6 months. This representative stated the SPOC XXXX XXXX or he will follow up that Friday with confirmation the payment plan was acceptable. ( No follow-up or phone ). *2nd violation of FDCPA. The representative stated he was sending an email to the SPOC ( Disclosing information to a 3rd party without borrower authorization ).
The second call was with a female representative the following Monday, she reviewed the account and confirmed the information that the original representative provided. Except, the payment arrangement that was submitted did not include the fees. She resubmitted the payment arrangement and included the fees. I advised the representative that I did not receive a call back from neither the representative or the SPOC XXXX XXXX. The female representative advised that she was submitting the information to the correct department, cc'ing SPOC XXXX XXXX and her supervisor. During this call, I requested to speak with a supervisor and was told the supervisor and managers does not accept calls and that they would return my call within 24 hours. As of today, I have not received a return call from XXXX XXXX or her supervisor. ( Poor customer service and VIOLATION OF THE FDCPA by disclosing information to a 3rd party without borrower authorization ).
The 3rd call was with a female representative, this representative advised me that she could not disclose information to me because I was a 3rd party. I advised her there was a letter of representative on file that the previous representatives found and disclosed information. She stated because the letter was not addressed to ShellPoint but XXXX it was not legit and that I needed to have a letter that was specific to ShellPoint. At this point I ended the call because I spoke to previous representatives that disclosed information once the letter of authorization was located for XXXX.
On XX/XX/XXXX, I sent XXXX XXXX following email : XXXX XXXX - Loan Number XXXXInboxx XXXX XXXXMon, XX/XX/XXXX, XXXX XXXX XXXX Hi XXXX , Im sending you an email on behalf of my mother, XXXX XXXX for the above loan number. I left you a voicemail as well. I previously spoke with a representative last week to setup a payment arrangement to recover my mom home from foreclosure. Ive received multiple letters regarding what needed to be paid and the balances are not the same. I need clarification on what needs to be done in order to fulfill her obligation and avoid further action.
If you can please give me call back at XXXX, to discuss, I would appreciate it.
Thank you, I never received a phone call or email response from her until XX/XX/XXXX. Below is the email I received from XXXX XXXX : XXXX, XXXX, XX/XX/XXXX, XXXX XXXX ( 5 days ago ) tome > Hello, > > Thank you for your inquiry.
> Before we can address your question ( s ) and reply to your email, we need to validate your email address as authorized.
> Please provide the following information to validate that you are authorized : > The last 4 numbers of your Social Security Number : > Your mortgage payment amount : > The property address associated with the loan you are inquiring about : > Once the validation process is completed, we will review your account and provide a response within one business day.
> > Please have homeowner send in Authorization consent form to discuss any matters pertaining to the loan.
> > > Warmest Regards, > > XXXX XXXX > Loss Mitigation Specialist I > Shellpoint Mortgage Servicing > Monday-Friday XXXX CST > Direct : ( XXXX ) XXXX > Toll Free ( XXXX ) XXXX >https : /XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This email can not receive documents please send them to >XXXXor fax to XXXX > > This message, and any attachments, is for the intended recipient ( s ) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available athttps : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. If you are not the intended recipient, please notify the sender by replying to this message and then delete this message from your system.
> This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector.
> If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt : please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy.
> New Penn Financial ( dba Shellpoint Mortgage Servicing ) Inc. is a > licensed mortgage lender and debt collector. The following states > require disclosure of licensing information that can be found by > clicking here.
>XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Once I received this email, I placed a call on Monday, XX/XX/XXXX. The female representative that I spoke with was rude and belligerent. I advised the representative that a letter of authorization to release to a 3rd party was emailed on Friday, XX/XX/XXXX. She proceeded to correct me when I misspoke and stated a POA. All in all, I knew what was sent. There was no need for hostility but resolution since the letters/statements I was receiving was conflicting with balances, and never once stated that we were approved for the payment arrangement as promised almost three weeks ago. I ended up ending the call because the representative was belligerent and not easy to deal with.
On Friday, XX/XX/XXXX, I emailed XXXX XXXX, all of the information requested. No response or acknowledgement to my emails or phone calls. And still to this date I have not received a phone call from the supervisor or XXXX herself.
Due to one of the statements that I received provided a XX/XX/XXXX date for the balance to be paid, I was working under strenuous timeframes and none of the agents were willing to assist.
On XX/XX/XXXX, I placed another call to XXXX XXXX, where I was rolled into her voicemail that stated she was out of the office. I logged onto the website to attempt to pay the balance but there was restrictions because the account is under " legal proceedings '' and would not allow me to make any payments.
I have not received an email acknowledging any of my communications since last week.
Due to XXXX XXXX XXXX email being unresponsive, I sent her the following communication on Monday, XX/XX/XXXX : XXXX XXXXXX/XX/XXXX, 3XXXX XXXX ( 2 days ago ) toXXXX Hello XXXX, I am following up with you in regards to my inquiry. I provided all the necessity documents and information to your office in order to disclose information to me in reference to my moms account. I have yet to receive a phone call from your office, she continuously receives letters that have conflicting information but yet they have deadlines. I need clarification on what is needed to save my moms residence. You and your coworkers have not been helpful through this ordeal and it is frustrating. Ive placed calls, numerous emails and yet to no avail received a concrete resolution regarding our concerns. I will be filing a complaint with the CFPB, Michigan Attorney Generals and the Pennsylvania Attorney Generals office and the XXXX XXXX XXXX to look into your collections process. I requested several return calls from your supervisor, manager and have yet to receive one. Half of the agents Ive spoken with have not provided me with the mini-Miranda. Two of your agents already disclosed information to me about my moms account which is clearly a violation of the FDCPA. Also, if any of these calls are being recorded, there is a need to inform the other party of this fact. I am pretty sure an attorney will have a field day with this case.
Regards, ReplyForward As of today, still no response!
On XX/XX/XXXX, I emailed the signed authorization to release information to the LOSS MITIGATION team and have yet to receive an acknowledgement of the documents. I placed a call this evening to XXXX XXXX and was redirected to a loopline. I spoke with a female representative who tried to find the documents that I emailed over and because I sent the documents directly to XXXX XXXX as directed, they were not in the system. I sent the documents to Loss Mitigation as well, and there is a 24-48 hour turnaround. She spoke with her supervisor who advised that I needed to send an email to the Escalations Team and the Loss Mitigation mailbox.
Due to the extraneouscircumstances I am under tight deadlines to resolve this issue.
1. I need confirmation the payment arrangement was accepted? 2. I need confirmation of what the actual past due balance is? 3. I need to understand what are the repercussions for the employees who originally disclosed information to a 3rd party with prior authorization as some of your representatives stated? 4. According to the FDCPA, all customers should receive notification when an account is transferred to another servicer for handling. **This was NOT done. The foreclosure process was immediately implemented without providing the borrower the opportunity to clear up any balances.5. There are funds sitting in the unapplied payments that could work towards resolving the balance.6. What deferments do you have in place since the PANDEMIC virus has taken place for borrowers that are in the current foreclosure process.7. Multiple representatives have provided the MINI MIRANDA and that is another clear violation of the FDCPA.
****PLEASE NOTE THE SAME EMAIL IS BEING SENT TO THE CFPB< MI AG< PA AG
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| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
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Communication after the initial phone call was non-existent. It has taken 6 months to complete a refi from an existing loan with their company. They finally funded today and yet they have failed to pay credit cards as provided in the underwriting. Please find below a whole list of complaints regarding this company.
XXXX XXXX XX/XX/2020 at XXXX XXXX - Its a shame you dont mention their complete inability to credit payments properly, even while following their procedures. Since being purchased from Ditech, I have a call history of several times a WEEK to get my money applied correctly. I pay them. I fulfill my end of the bargain. The least this company could do is put the money where it is directed.
I realize this isnt a rating article, but I am here to tell you their XXXX ratings are justified.
XXXX XX/XX/2020 at XXXX XXXX - Just posting my personal experience with a refinance. They have been terrible to work with. The process has taken almost 5 months so far and no end in sight. They are very unresponsive, they sent my personal financial documents through unsecure email. They ask for documents that I have already sent or that are not related to me or my business. Do yourself a favor and go with someone else.
XXXX XX/XX/2020 at XXXX XXXX - This Company is a Complete Joke.. Mince they acquired my loan from Ditech, it has been a joke Calling to get payments posted and speaking of calling them, you had better plan on about 2-3 hours because their entire system is automated, IT IS IMPOSSIBLE to get a human being. I requested over a month ago to simply add my wifes name to the loan and home in the event something happened to me, not only did I receive two e-mails telling me they were to busy to address my needs, they put you on hold for hours to get a voice mail box to leave a message for them that never gets returned Not to mention that they charge you {$10.00} for an online payment in addition to you normal mortgage payment. if you want to attempt to use their phone automated pay system, they charge you {$12.00} This Company is the biggest joke, Ive ever been involved with in my 30+ years of owning a home Trust me, RUN AS FAST AS YOU CAN AWAY FROM THIS COMPANY They are 110 % incompetent of handling a mortgage or anything involved with it The reason they are a top 20 Mortgage Loan Company and their revenues are going up is do to ALL THE LOANS theyve acquired and the monthly service charges they charge you to simply make your mortgage payment online.. AGAIN RUN AS FAR AWAY FROM THIS COMPANY AS POSSIBLE. NewREZ/XXXX is a JOKE!!!
XXXX XXXX XX/XX/2020 at XXXX XXXX - Worst mortgage company every. They took over my loan from XXXX after 12 years and within a few months screwed up the escrow and didnt pay my home owners insurance! WOW! Trying to get help on their site and talk to a person is very difficult requiring going thru multiple phone trees. Finally, they dont accept automatic payment from my bank without a fee. All in all the worst mortgage company experience I have ever had.
XXXX XX/XX/2020 at XXXX XXXX - Bad customer service CANT reach loan officer. Started refinance process. Turned in all paperwork, missed 5 closings. Still waiting! Losing money. Cumbersome customer service. Bad deal! How did they reach XXXX XXXX in sales? Ask your States Attorney Office.
XXXX XXXX XX/XX/2020 at XXXX XXXX - Terrible customer service. Ive been dealing with a refinance since XXXX. Tomorrow is XXXX, and I am no closer to closing than I was in XXXX. No loan officer answers the phone and every voicemail is full. Customer service is a joke. They just transfer me to different people, and I am bounced around like a ball. Very disappointed and aggravated and am moving my mortgage asap. Do NOT recommend New Rez at all.
XXXX XX/XX/2020 at XXXX XXXX - Just had an awesome experience! And Im really glad because I was very nervous..
XXXX XX/XX/2020 at XXXX XXXX - DO NOT USE NEWREZ.biggest mistake I have made. Been trying to refi. Since XXXX it is now XXXX still waiting. They keep transferring me to new loan processors. I have sent the same paperwork in multiple times. Cant reach anyone by phone. My loan was approved 2 months ago still waiting. This company is a joke go somewhere else.
XXXX XXXX XX/XX/2020 at XXXX XXXX - New Rez is the worst mortgage company!! My loan was with Ditech and it was sold to New Rez. New Rez called and offered to refi my loan at a lower interest rate. The Loan Officer XXXX told me it would be easy no hassle. He also said no need for another appraisal since the loan was only 1 year old and we were not taking any additional money out!
HA 5 months later they are asking for docs they already have. The Loan Processor can not see the docs I upload to their secure site. The absolutely worst lender I have ever worked with! Save yourself the frustration and find another lender!!
XXXX XX/XX/2020 at XXXX XXXX - NewRez/Shellpoint acquired our mortgage from XXXX. First payment to NewRez was in XX/XX/2020, which we set up via the NewRez website for automatic payments on the first of every month. All went well until XX/XX/2020. They never took the payment that was supposed to be taken from our checking account! We didnt notice until we got a call on XX/XX/2020 from some strange number saying they were NewRez, didnt speak to them as we didnt recognize the number. Looked at our account online via their website and low and behold the XXXX payment hadnt been automatically obtained! Got on the phone with NewRez customer service immediately to find out what was going on and was told it was some kind of glitch. Mind you, payments having been transferring for payment perfectly since XX/XX/2020! There is plenty of money in the checking account for this! I spoke with two different persons on XX/XX/2020, with the second person taking the payment over the phone with the statement from her that there will be no late charge, no fee and it would be ACH. It is now XX/XX/2020 and on their web page it is showing me that it is an unapplied payment! What the heck, this is the XX/XX/XXXX payment and should have been applied as such IMMEDIATELY on XX/XX/2020. So we get on the phone again with them today XX/XX/2020 and ask whats going on? Was told that she would immediately request it be applied to the XXXX payment and you are not late I contacted our bank right after speaking with NewRez on XX/XX/2020 and the bank said no attempt at payment had been requested by NewRez/Shellpoint, they ( the bank ) are not stopping any payment and we have plenty of money to cover 4 years of payments! We have less than 1 year left on this 1st mortgage and are seriously considering going to the state attorney generals office, the better business bureau, hiring an attorney and paying this off now. Our online account with NewRez shows the next payment to be auto-paid is scheduled for XX/XX/XXXX, but if we attempt to look at the scheduled automatic payments, it tells us we cant because the account is past due. This is so wrong on many levels! We have NEVER been late in 29 years with our mortgage payment and we have a perfect credit score over 850! Are they now going to XXXX our credit score? STAY AWAY FROM THEM!
XXXX XXXX XX/XX/2020 at XXXX XXXX - Hi we attempted refinance with a VA mortgage with NewRez but the loan officer is not very forthcoming. Process started XXXX XXXX with E-signing papers then he said he needed one more item ( Soc.Security Letter re income ) we sent on XX/XX/XXXX. Then we waited then we emailed him XXXX XXXX to get update, no response. The computer showed in underwriting ; then we emailed him and he said things were going along should be hearing in two weeks three weeks went by then all of sudden the computer log in said our account was inactive then we called and called ; finally went to customer service then a week later we heard from loan office who apologized with a family issue then he said he did not get the SS info and I forwarded him the email with the SS info and then he tried to outspeak me saying yes but he needed the letter and then said oh, oh here it is okay. So, now he had restarted a whole new loan different no. we now have just received a new welcome letter from the title company ( we had already sent them the required information with the first loan application ) and the letter had the wrong street address. I think we are going to pull out of this with NewRez but no way to treat a Veteran. What do you think?
XXXX XXXX XX/XX/2020 at XXXX XXXX - The worst company I have ever dealt with in my 35 years of dealing with mortgage companiesapplied for a refi on XX/XX/2020 with an XXXX credit score, 13 % total debt to income and a 40 % LTV on the request. After submitting all requests, as of XX/XX/2020, still no answer. I have 3 managers phone and emailstheir voicemail boxes are full and they will not return emails after 5 attempts. Loan officer does not know his job or understand mortgages and will not return call.stay as far away from them as possible.
XXXX XXXX XX/XX/2020 at XXXX XXXX - Absolutely hands down the WORST company I have ever dealt with. They are XXXX, XXXX and possibly corrupt. They have held up endorsing a check to my re-roofer for a month and still have not released it. They tell me a XXXX story about their XXXX business woes. They have less than the amount of people needed employed, the hurricane, the this, the that and the other. Infinite excuses for holding my money XXXX in something they should be absolutely no part of.
I will NEVER do business with this company again and have been motivated to rapidly refi to eliminate all ties to them. I only have to put up with their shenanigans because they bought my mortgage. I hope by refinancing, I cause them loses and pain.
Total XXXX company. Stay clear!!!
XXXX XXXX XX/XX/2020 at XXXX XXXX - We have owned 7 homes in 35 years and have NEVER made a late payment. We still havent. But apparently, XXXX bought out my ditech loan, sent us a new Payment address but not a new number. then about a year later our payments are disappearing. Apparently they gave us a new loan no without bothering to tell us. So our payments went to another loan number ( our old one ). This is what these ppl do! They buy mortgages than service them! But XXXX doesnt apparently have the competence to record payments. 7 calls, 6 emails, 5 weeks, our credit is ruined and they keep putting the requests in and nothing happens!!! What is wrong with these people! Its like a XXXX episode.
Mark my words. Stop dealing with them. They will do whatever is in their power to make you miserable!
XXXX XXXX XXXX XX/XX/2020 at XXXX XXXX - They are terrible to deal with. I started a refi in XXXX, still not settled. They took a double payment out of my account and I finally got a response 3 weeks later! You cant speak to anyone. I definitely regret dealing with NewRez XXXX XXXX XX/XX/2020 at XXXX XXXX - Congress needs to investigate this company as they did XXXX XXXX. Congressional Class Action Lawsuit against this company their Escrow charges and late fees payment that had never occurred on your Mortgage Statement.
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| 09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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NEWREZ dba SHELLPOINT MORTGAGE SERVICING 5 YEARS .... Shellpoint has failed to service my installment mortgage in accordance to the terms of my note and ARM disclosure. Their response to rate changes, up or down, has been inconsistent. Their communication sketchy at best. ( see excerpts below ). Sloppy customer service is a kind description.
History : On XX/XX/XXXX I entered into a contract with XXXX Mortgage. XXXX was in XXXX position on my property. In order to secure priority, they offered me an unconventional mortgage. My home was underwater. XXXX % mortgage plus 40 year amortization. Win/win. I read the note, mortgage and the disclosure. I knew and XXXX knew the terms. From XX/XX/XXXX to XX/XX/XXXX NEVER was there an issue with payments, interest, rate adjustment or recasting the payment with current data. Never did their recast involve padding the principal balance, never did they blatantly deflect XXXX delay responding to minor issues.
********************************************************************************** EXCERPTS FROM NOTE : Payment notification per Note and ARM Disclosure.
" ... ..Each anniversary of the first payment due date is called a Payment Change Date. For each Payment Change Date we will determine the amount of the monthly payment that would be large enough to repay the Principal Balance and interest on the Principal Balance in full by the final payment date. We will use the interest rate in effect on the date shown in the notice of payment change ... to make this calculation. The interest rate will continue to adjust between Payment Change Dates as describe in the section called Interest Rate on page 1.
Because the interest rate can change each month and the payment changes annually, it is possible that the regular monthly payment will not pay all the interest that accrues on the Principal Balance.
If the interest rate changes after the last Payment Change date and before the final payment will be adjusted so that the Principal Balance and interest you owe will be paid in full.
We will give you at least 25 days ( but no more than 120 days ) notice of any change in the payment. The interest rate in effect on date 120 days before the final payment due ( as originally scheduled or as rescheduled due to any extension of the final due date we agree to ) will be the rate we charge after that date. '' ****************************************************** FROM ARM DISCLOSURE : " HOW YOUR PAYMENT CAN CHANGE : Your monthly payment may increase or decrease substantially, each year, based on the changes in your interest rate.
You will be notified in writing at least 25, but not more than 120, days before the due date of the payment at a new level ....
You will be notified once each, year, during which interest rate adjustment, but no payment adjustment, have been made to your loan. These notices will contain information about the index rate, interest rates, payment amount, and loan balance .... '' ************************************************************** EXCERPTS FROM SHELLPOINT COMMUNICATIONS : XX/XX/XXXX. XXXX from SMS " ... you signed a variable interest rate Note ... .therefore, the payment amount varies daily, but the change is calculated monthly overall ... .. the enclosed Adjustable Rate Mortgage Disclosure state that, " 'because your interest rate can change monthly but your payment changes annually, it is possible that your regular payment will not pay all of the interest that is owed and accrued on your loan balance ' '' This is why there were no funds applied to the principal balance for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX installments. " **** " Regarding the interest rate change and posting of funds to your loan, please advised that according to the terms of your Note ...., the U.S. Prime Rate changes each XXXX. Therefore, .... you were advised of this change... .acknowledged that the interest rate could change in XXXX of each year.. '' " ... Please be advised, barring any unusual circumstances, escrow analyses are performed once a year, and this is the only communication you will receive regarding changes to month payment amount. " ***** ****The interest was adjusted and balance applied to the principal XXXX XXXX changes are not annual... Note specifically calls for a recast of principal and interest annually, with a 25 day, minimum, notice. misinformation was repeated again in their response dated XXXX. " Shellpoint is not required to notify you of an interest change on the loan, because, as you have state, the change is tied to the XXXX XXXX rate, which changes annually, ( every XXXX ). .... You will be notified approximately sixty ( XXXX ) days in advance regarding any payment changes due to escrow. '' XX/XX/XXXX from SMS " ... .Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of XX/XX/XXXX was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on XX/XX/XXXX. It will also be recalculated in XX/XX/XXXX, and every XXXX thereafter. '' ******SMS did not adjust until XX/XX/XXXX...
XX/XX/XXXX " ... Unfortunately, because it was to be a manual change to the loan, and not a routine system change, the change was not made. '' XX/XX/XXXX from SMS " ... .Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of XX/XX/XXXX was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on XX/XX/XXXX. It will also be recalculated in XX/XX/XXXX, and every XXXX thereafter. '' ******SMS did not adjust until XX/XX/XXXX...
XX/XX/XXXX " ... Unfortunately, because it was to be a manual change to the loan, and not a routine system change, the change was not made. '' Once the matter was brought to our attention, we immediately updated the principal and interest payment for XX/XX/XXXX. This response is notifying you twenty-five ( XXXX ) days ' in advance, as stated in your Note .....
Regarding the credit reporting, ... ... we were unaware of the bankruptcy on the loan until XX/XX/XXXX. '' ******Notification did not follow format contained in the ARM disclosure.
XXXX fromSMS " Your loan is currently, or has been previously, involved in a bankruptcy action ... .. '' XX/XX/XXXX " ... .Furthermore, to make the payment change effective XX/XX/XXXX rather than XX/XX/XXXX. ....
... .Furthermore, Shellpoint has updated our system to insure all payment change notices are provided 25 days in advance. '' ********Payment was deducted XX/XX/XXXX without proper notice.
loan balance .... '' ********************************************************************************************** Complaint : Shellpoint Mortgage Servicing 's lack of compliance to the terms of my contract.
XXXX After repeated request by me : ... .Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of XX/XX/XXXX was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on XX/XX/XXXX. It will also be recalculated in XX/XX/XXXX, and every XXXX thereafter. '' ******SMS did not adjust until XX/XX/XXXX...
XX/XX/XXXX " ... Unfortunately, because it was to be a manual change to the loan, and not a routine system change, the change was not made. '' Once the matter was brought to our attention, we immediately updated the principal and interest payment for XX/XX/XXXX. This response is notifying you twenty-five ( XXXX ) days ' in advance, as stated in your Note .....
XXXX full months after anticipated change date. This was the only time the principal amount matched the payment history.
XXXX notice dated XX/XX/XXXX received XX/XX/XXXX Principal used for the next payment {$600.00} above the pay history balance.
Change date payment XX/XX/XXXX... XXXX days???? padded principal.
XXXX notice dated, XX/XX/XXXX mailed XX/XX/XXXX received XX/XX/XXXX Principal used for next payment {$750.00} above pay history balance. Prime rate changed XX/XX/XXXX down XXXX -- - per Note ... XXXX must be current as of notice date.
Change date payment XX/XX/XXXX... XXXX days???? padded principal.
XXXX notice dated XX/XX/XXXX received XX/XX/XXXX Principal used for next payment {$450.00} above pay history balance.
Change date payment XX/XX/XXXX... XXXX days???? padded principal.
XX/XX/XXXX from SMS " ..when the letter was reviewed and sent on XX/XX/XXXX the amount listed is a projected principal balance ... .loan has a daily accrual of interest, which may cause the difference between the projected unpaid principal balance ( UPB ) used in the letter and the actual UPB at the time of the change. '' Not only did they pad the balance but the ignored the XXXX and XXXX payment on account.
My CONTRACT requires CURRENT RATE AND CURRENT PRINCIPAL AT THE TIME OF NOTICE XXXX notice dated XX/XX/XXXX received XX/XX/XXXX Principal used for next payment {$440.00} above pay history balance.
technically because the rate did not change - no notice had to be issued. HOWEVER, by padding the principal the payment did not reflect ANY of the principal paid over the year. The recast resulted in a reduction of only {$0.00} in the payment. Overall reduction should have been {$2.00} not {$0.00}.
XXXX notice dated XX/XX/XXXX mailed XX/XX/XXXX received XX/XX/XXXX Principal used for next payment {$610.00} above pay history balance. The website has been updated with the revised payment, BUT the statement mailed to me has not.
I did work with the BBB to resolve other issue, the original complaint was closed BECAUSE SMS responded with this fluff ... .with no intention of " IMPROVEMENT '' Company public response Company believes complaint represents an opportunity for improvement to better serve consumers ' Company public response Company believes complaint is the result of an isolated error Company response to consumer Closed with explanation Company public response Company believes it acted appropriately as authorized by contract or law Company public response Company believes complaint represents an opportunity for improvement to better serve consumers ********************************************************** question XXXX ruling below : does this only apply to Modified loans or to all contracts created by the company who transferred the loan????
Honor previous loan modification agreements : If the borrower has a loan modification agreement, XXXX must honor it under the terms of the company that transferred the loan.
In XX/XX/XXXX, the CFPB released new rules on mortgage servicing that will apply to every mortgage servicer.
|
| 06/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
Shellpoint Mortgage Servicing has scheduled an illegal, fraudulent, and willfully oppressive sale of real property pursuant to a power of sale in a mortgage or deed of trust of my property for XX/XX/XXXX, although I have not defaulted on my legal obligations. The servicer is the party in default and lacks the authority to invoke the power of sale.
A mortgage loan is a contract with mutual obligations. The duty created by the DOT to make monthly payments is constructively conditioned on the creditor 's duty to accept and not hinder payments. The servicer actively prevented performance by violating the contract as per the FTC by overcharges not refunded, inducing skipped payments with false promises of improved loan terms, and refusing tender of the amount due. I was wrongly placed in default and the lack of authority to modify was concealed from me for two years. Their material failure to perform prevented the condition of my performance from becoming due as the constructive condition of exchange was not met.
The servicer 's actions placed them in breach and their debt collection activities violate the FDCPA.
FALSE OR MISLEADING REPRESENTATIONS A debt collector is prohibited under state and federal consumer law from using any false, deceptive, or misleading representation or means in connection with the collection of any debt.
15 U.S.C. 1692e ( 2 ) ( A ) specifically prohibits the false representations of the character, amount, or legal status of any debt.
15 U.S.C. 1692e ( 10 ), prohibits using false representations or deceptive means to collect or attempt to collect any debt.
Shellpoint Mortgage Servicing has filed a document in XXXX XXXX records characterized as a notice of sale ( NOS ) which contains numerous misrepresentations in connection with attempting to collect a debt.
The NOS represents by implication that they have complied with their legal and contractual obligations and are acting within the scope of their authority under the DOT and civil code. The NOS expressly represents that I have defaulted on my legal obligations.
These representations are false. The servicer has materially failed to perform and lacks the authority to file an NOS under the DOT or California law. The recorded document is instead a debt collection notice and subject to the FDCPA.
The NOS misrepresents the debt as a figure inflated by interest, charges, and fees not authorized by the loan contract or by Applicable Law and thus in violation of 15 U.S.C. 1692c ( 2 ) ( A ) which prohibits, " The false representation of the character, amount, or legal status of any debt. '' The representations set forth in NOS are false or misleading and constitute a deceptive act or practice.
UNFAIR PRACTICES A debt collector is prohibited under state and federal consumer law from engaging in any unfair act or practice in connection with the collection of a debt.
The servicer 's failure to perform defeated the purpose of the contract : the repayment of the borrowed funds. I was deprived of my reasonably expected benefits and caused substantial financial injury. Instead of applying my funds to decrease the loan balance those funds had to be used to prevent a wrongful foreclosure and the cost far exceeds monthly payments. Meanwhile, the servicer has increased the debt with high interest, charges and fees not authorized by the DOT or Applicable Law.
The amount demanded by the debt collection notice is in dispute, unsubstantiated, and in violation of 15 U.S.C. 1692f which prohibits, " The collection of any amount ( including any interest, fee, charge, or expense incidental to the principal obligation ) unless such amount is expressly authorized by the agreement creating the debt or permitted by law. '' Please see attached dispute of debt letter.
It is unfair for a debt collector to frustrate the purpose of the contract by actively preventing a borrower from making payments.
It's unfair for a debt collector to use fraudulent means to interfere with a borrower 's performance and use that to inflate the debt.
This conduct has caused and will continue to cause substantial injury. Because of the imbalance of power, substantial injury can't be avoided.
In my efforts to resolve this with the servicer, I've provided sworn testimony to their breach and the consequent financial injury. The cost of preventing a wrongful foreclosure has far exceeded the total payments their breach prevented. Meanwhile, charges, fees, and interest inflated the loan balance by {$200000.00} over than it would have been if they'd performed. This is an amount to which they are not entitled and is in dispute.
" If XXXX XXXX wrongfully placed XXXX 's loan in foreclosure, as XXXX alleges, then it had no right to demand payment of additional fees and interest to reinstate the loan. XXXX XXXX could not take advantage of its own wrong. ( Civ. Code, 3517. ) '' Ragland v. US Bank National Assn., 209 Cal. App. 4th 182, 147 Cal. Rptr. 3d 41 ( Ct. App. 2012 ).
In order for contract performance to resume it was necessary for the servicer to cure their material failure to perform by removing those amounts not authorized by the loan contract or Applicable Law to which they are not entitled. But they refused and instead offered a modification that included those amounts upon which they would earn interest on their own wrongdoing. It was a take-it-of-leave-it offer with the implicit threat of foreclosure.
It's unfair for a debt collector to use their superior bargaining power to try to increase their profit by causing financial injury to a consumer. They are leveraging the disparity of bargaining power and trying to avoid their own liability for contract damages.
When the servicer refused to cure their material failure to perform that constituted a total breach of contract, see Restatement Second of Contracts 241. When they instead offered the modification that constituted a repudiation under 253 as a refusal to perform. Individually or together this resulted in a failure of consideration.
HARASSMENT AND ABUSE A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse.
15 U.S.C. 1692e ( 5 ) specifically prohibits the threat to take any action that can not legally be taken or that is not intended to be taken.
The servicer is threatening to take nonjudicial action to effect the dispossession of property when there is no present right to the possession of the property claimed as collateral through an enforceable security interest in violation of 15 U.S.C. 1692f ( 6 ) ( A ).
The servicer lacks the authority to foreclose under the DOT because their willful failure to perform and refusal to cure has resulted in a failure of consideration. While the debt still exists there is no longer an enforceable security interest.
They are now using the threat of a foreclosure sale as leverage to avoid their own liability for contract damages and to intimidate. Instead of negotiating fairly, the threat is being used so that I will agree to let them benefit from their own wrongdoing at my expense.
They are abusing their position with the power to affect my material interests and using the power of sale in an unlawful and coercive manner to extract money from a consumer.
The NOS demands payment of an unsubstantiated debt, an amount in dispute and far above the actual debt. If that amount is not paid by XX/XX/XXXX they threaten to sell my home. While this can't be done lawfully and even though they must be aware that following through would result in a wrongful foreclosure lawsuit it is still a viable threat and a formidable means of persuasion.
The servicer is weaponizing the power of sale to use in erroneous debt collection. The method employed is similar to one used by XXXX organizations : the mock execution. The victim is told of their impending death but at the last moment, the execution is canceled. The anticipation of pain and loss is effective in intimidation and subjugation. It is considered psychological torture it causes feelings of terror, grief, fright, and despair and is widely condemned by civilized nations and XXXX XXXX.
Similarly, the servicer schedules a sale of my home of 33 years and then cancels just hours or even minutes beforehand. This is deliberate conduct intended to inflict pain. The servicer has subjected me to this barbaric coercion a couple of dozen times. It is intended to cause psychological trauma, its natural consequence is to harass, oppress, and abuse in connection with the collection of a debt. Its foreseeable consequence given the severity, frequency, and repetition is psychological harm, foreseeably it may cause physical damage as well. It is also possible for the damage to be permanent. The severe stress induced by this unlawful practice XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This is painful, has limited my mobility and is worsening. The servicer is aware of the injury caused by their wrongful debt collection practices but persists.
They are threatening to do something they can not legally do and that will cause me irreparable harm unless I give them money to which they are not entitled. It is attempted extortion.
The non-judicial foreclosure system is intended to be a means of facilitating the transfer of title for delinquent borrowers. It is not intended to be used to inflict psychological torment on consumers in wrongful debt collection. For federally regulated entities to employ these terrorist-style tactics in debt collection is outrageous.
It is abusive for a debt collector to use deceptive, unfair, and unlawful means to cause a consumer financial, emotional, and physical injury in connection with the collection of a debt.
They are leveraging these circumstances to take unreasonable advantage of the unequal bargaining power and my inability to adequately protect my interests. This constitutes abusive conduct under Consumer Financial Protection Bureau, Policy Statement on Abusive Acts or Practices XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
It is impossible to fulfill a mortgage loan contract if the servicer chooses to withhold their cooperation. Unfortunately, failing to cooperate can be very profitable with a high-interest rate loan and equity in a desirable location. It's easily done, borrowers rarely fight back and there are no consequences.
The utility of a bilateral contract is that both parties perform to avoid the loss of the expected benefit. This balance is lost altogether if the stronger party benefits even more from non-performance and this places consumers at risk.
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| 01/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information is missing that should be on the report
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Web |
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In XX/XX/XXXX, with low mortgage interest rates, my husband and I wanted to refinance our mortgage to improve our financial situation. Through the process, when our credit reports were pulled, it was discovered that my husband 's report did not include our mortgage as an account, hurting his score to not have that good standing account. While it did show on my report, and my score is " good '', since he is the one with income, not me, he is the one that needs a good score for the refinancing. Either way, we have always both been on the account, so it should show on his report.
Following is a series of communications I took with our mortgage company to investigate and remedy the situation.
XX/XX/XXXX I called Shellpoint, the mortgage company, to explain the account is not showing on his report, and I would like to find out why, and to have it fixed so it will show on his report. I was told that Shellpoint reports every month, so they would not know why it would not show. That I need to email them a screenshot of the report showing it not there for them to do anything further. I emailed the screenshot and typed explanation to make sure they knew why I sent the screenshot, since I was told to send it to a department, not an individual. I received the auto reply email that it was received.
XX/XX/XXXX Shellpoint regular mailed a letter including the statement " We are working to gather the requested information and will forward it to you as soon as possible ''.
XX/XX/XXXX ( postmarked XX/XX/XXXX ) Shellpoint regular mailed an additional letter stating " Upon review of your correspondence, Shellpoint is unable to determine what specifically you believe Shellpoint may have furnished in error to the consumer reporting agencies ( " CRA 's '' ). '' And " According to our records, we show we have made no negative report to the CRA 's on your account as of XX/XX/XXXX installment. '' As you will see in a later communication ( XX/XX/XXXX ) it was in fact their error, having XXXX coded wrong in their system. At this point they had not investigated thoroughly to find their error, letting time slip by with no progress to remedy the situation.
XX/XX/XXXX I have a PO Box and living in a rural area, it is not reasonable for me to check every day. Let alone, I was not informed that they would send follow up communication by regular mail, for me to know I would be receiving anything. Not knowing I had letters at my PO Box , I called Shellpoint for an update. I was told the case had been put on the " backburner '' ( term they actually used ) and it would be resubmitted and due to the wait, escalated. Concerned the investigation would be delayed again, I asked when I would receive an update. I was told I would receive a call on XX/XX/XXXX with an update. I did not receive a call on XX/XX/XXXX.
XX/XX/XXXX Knowing now I needed to personally stay on top of prodding this investigation along, I called Shellpoint and my concern was repeatedly dismissed with them telling me that Shellpoint reports correctly each month, so there was nothing to investigate. I continued to explain that it was somehow not correct, and there was something to investigate. Though this person stuck to their story that Shellpoint reports correctly, and told me I have to contact XXXX to find out the problem, because it was not a Shellpoint problem. For the first time I was told the above mention letter had been sent to me that the investigation had been closed. Though they saw the investigation was resubmitted on XX/XX/XXXX. But that the screenshot I sent on XX/XX/XXXX was unreadable. So, though it was not Shellpoint 's error, if I wanted them to continue the investigation, I would have to resend the screenshot, which I did. This time I sent in a different size and verified it's readability before sending. I received an auto reply email that it was received. At this point nearly three weeks had gone by with no progress.
XX/XX/XXXX After speaking to Shellpoint ( above ) I called XXXX. They said that Shellpoint in no way showed on my husband 's report. That if there is no information of the lender on his report, they can't contact them to clarify anything. They said that Shellpoint could call them.
XX/XX/XXXX For the second time of the day I called Shellpoint to clarify XXXX has no record of the Shellpoint account on my husband 's report. They said they see it was escalated on XX/XX/XXXX and I should hear an update from Shellpoint by phone in 24/48 hours. If they can't reach me by phone, they will send communication by mail. I was not surprised I did not receive a call. At least now I knew to get to the post office more often to watch for a letter in the mail.
XX/XX/XXXX ( postmarked XX/XX/XXXX ) Shellpoint mailed a letter that included " We are working to gather the requested information and will forward it to you as soon as possible.
XX/XX/XXXX Knowing I had not gotten a call, and after checking my PO Box finding no letter from Shellpoint, I called Shellpoint. I was told they have no updates since nothing was completed. That it was escalated on XX/XX/XXXX, and it should be complete in an estimate of 30 days from then.
XX/XX/XXXX I called Shellpoint and was told there are no further updates, and further investigation was being done. I tried asking for details of what actual actions were being done for the investigation, as at this point I did not have much confidence in their investigating. They would not tell me anything until it was complete. I was told there should be an update by the end of the month, which I got clarification meant the end of XX/XX/XXXX. And that at that point it may take another 30 days to update.
At this point it had already been more than 30 days from my first contact with Shellpoint on XX/XX/XXXX. I expressed my frustration at more waiting, them more waiting of another 30 days on top of that. I was told that I could contact ( they would not connect/transfer me to ) the loan servicing department, which is also the one I had previously be directed to send the screenshot to. I was also told I can only contact them in writing by email or regular mail.
XX/XX/XXXX I emailed Shellpoint Loan Servicing Dept. I included a list of my notes of this process similar to this complaint I am filing with CFPB. I also included my opinion about how an institution such as Shellpoint that I dutifully pay my monthly mortgage payment to has not as of yet discovered why their account is not showing on my husband 's credit report, and they continually make me wait, and do not give me any information. All I can do it keep calling, but otherwise our finances are being " held hostage '' by them. That a mortgage is not like many other consumer products where I could shop around and choose to take my business elsewhere. As usual, I received the auto reply the email was received. As of XX/XX/XXXX I didn't receive any other communication from the Loan Servicing Dept.
XX/XX/XXXX Shellpoint regular mailed another letter including " We are working to gather the requested information and will forward it to you as soon as possible. '' XX/XX/XXXX I called Shellpoint. I was told that the investigation was completed XX/XX/XXXX. They found that my husband had been coded in the system wrong and they fixed it. That they send updates to the credit bureaus at the end of the month. Also, they would send the information that would retroactively show that he has had this account and been in good standing for the duration he has had this account with Shellpoint.
As of XX/XX/XXXX every few days I would check my husband 's XXXX XXXX account waiting to see the Shellpoint account appear on his report.
XX/XX/XXXX I again checked my husband 's XXXX XXXX report. The Shellpoint account still did not show. In the meantime, since XX/XX/XXXX a family member was gracious enough to add my husband to two of their good standing credit cards to also help boost his score. One of which showed up on his report in two days from him being added. As I am hearing mortgage rates are beginning to rise, we have been having conversations with our refinance person to try to decide to refinance while they are super low, but with my husband not having a great score, so our rate might be higher anyway, or to wait longer for Shellpoint to appear in his report, improving his score, but the rates having gone up so we have a higher rate than if Shellpoint had not made this mistake, or fixed it in a timely manner instead of being dismissive.
XX/XX/XXXX I called XXXX, in case the Shellpoint account shows to them first, with a delay before it appears in 3rd party XXXX XXXX. The confirmed it still did not show. Again without record of Shellpoint on their end, they could not do anything for me. They recommended I file a complaint with CFPB.
XX/XX/XXXX I called Shellpoint. After a brief review with the person, who said the usual that it was fixed and reported, I insisted on a manager/supervisor. The supervisor said they saw the update that it was fixed on XX/XX/XXXX and that at the end of XXXX they reported it to the credit bureaus. That once they report it, it is up to the credit bureaus when they do their own updates for it to show. That reporting it in XX/XX/XXXX sounds like it did not appear in the credit bureaus updates in XXXX, that it should likely appear in XXXX.
I tried to see if there was any way the supervisor, or one of their higher ups, could do ANYTHING else, like a 3 way call to the credit bureaus, to escalate/expedite this further, as I have already been waiting since XX/XX/XXXX, 2 months and 10 days, when I first contacted Shellpoint about a mistake they had made. They said there is nothing they can do. That even if they reported something " today '', that it is then entirely in the hands of the credit bureaus to decide when to do something about updating it. He said as a supervisor he escalated it, which he said is a " higher '' escalation when I questioned the value of an escalation after all of this. And when I expressed my opinions about how we are trying to improve our financial situation and we have been held back by the dismissive actions of Shellpoint for so many weeks, for a mistake that they made in the first place, they accepted and submitted a complaint from me. At least put it in notes, not actually sure if they filed an official complaint to submit to any other department.
Still playing the waiting game for my husband 's report to be accurate to give him the best score, we are back to the concern of rising interest rates while waiting for someone else 's mistake to be fixed.
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| 12/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/2021 My name is XXXX XXXX and I live at XXXX XXXX XXXX XXXX, OH XXXX. I feel I have been discriminated against, misled and retaliation has been taken because of a complaint I filed. I was not given Covid assistance when I requested it from my lender, my credit report has incorrect damaging information and my health has drastically been affected by the treatment I have received. I was unable to get help and my situation worsened in the process from acts done by Shellpoint Newrez.
I have been on XXXX for years now due to XXXX XXXX, XXXX XXXX and XXXX. I explained the situation to numerous people and begged for help that was offered to all. I still have not received any help and I have no hope of this situation being resolved. After all my efforts I now have lost a credit card ( due to incorrect information from Shellpoint/Newrez ). My credit score has gone down over 100 points due to their information inaccurately being reported to credit bureaus. I had worked for years to have a good credit score, my score was XXXX until Shellpoint reported incorrect information to the credit bureau. All I have asked is what the government offered to everyone and I have not received any help or assistance with this matter. I have been ignored, given inaccurate information and been treated rudely during this whole process.
I ask that someone help me with this inequality in the system. I have listed dates and information below. I was given multiple people as my loss mitigation specialist, I was tossed around and not given respect or help. I also attached emails and letters NewRez sent regarding my complaint against them. My credit score took over a 100 point loss after this due to NewRez reporting incorrect information, In XXXX I got approval through XXXX XXXX XXXX for 6 months house payments, the information was sent to NewRez and it is now XXXX, my house payment was taken out and no response regarding XXXX XXXX XXXX from NewRez.
I also found my credit report was hurt by NewRez incorrectly reporting a partial payment in XXXX, which is incorrect. This brought my credit score down over 130 points and my XXXX credit card was revoked. This information I found out this first week of XXXX.
Below I have pasted several things I have found that lead me to believe I would be able to get help with no problem. I don't understand why this has turned into such a life altering situation.None of what is stated below was made available to me.
I am hoping my mortgage will get the modification it was entitled to in XX/XX/2021, adjusting my mortgage balance to reflect the monies that would have gone to principal had I received the modification. I want my credit report fixed- this should be done regardless. I want Shellpoint to mail a letter to me and XXXX explaining their error and following through till it is corrected. I don't think this is too much to ask since lawyers are offering pain and suffering due to mortgages and banks not living up to their responsibilities. My XXXX, XXXX and XXXX are through the roof. I have not been able to deal with these multiple issues because I am unable to concentrate when all of these factors are present and it has taken me this long to reach out to someone to make them accountable.
Thank you for your time and consideration with this matter. Should you have any questions I can be reached at XXXX. Please leave a message as I am receiving scam calls since I reached out to request help.
Sincerely, XXXX XXXX XX/XX/2021 I called NewRez after seeing the XXXX XXXX XXXX program online and was told it was not offered.
XX/XX/2021 Talked to XXXX XXXX explaining I was struggling and Im with XXXX XXXX and was requesting a loan modification to avoid going into foreclosure. He said since housing values have gone down, having an appraisal to get the loan modification would possibly make my interest rate and payment go up. I told him that would only make matters worse. I have borrowed money, used credit cards to keep up. My son has had XXXX twice, my daughter-in-law has XXXX and has had XXXX twice and I have had my granddaughter and I need assistance.
XX/XX/2021 XXXX I called in to NewRez and was routed to a loss mitigation specialist for financial hardship - XXXX XXXX from customer service transferred me to XXXX XXXX who only looks at delinquent loans and mine is current. A hardship form will be mailed out.
XX/XX/2021 Assigned XXXX XXXX as point of contact.
XX/XX/2021 Point of contact now XXXX XXXX. Spoke with him and he stated it should be no problem to get loan modification lowering my interest rate and keeping the same terms. He would send it up and should get back to me by the end of week.
I did not hear from him after sending multiple emails : XX/XX/2021 XXXX XXXX. I spoke with XXXX XXXX and sent a paper thru email to fill out and to send proof of income ( XXXX XXXX XXXX ) and payments or bank statements using loan ID XXXX and he would send up for an approval on loan modification. Also had me enclose a hardship letter. I explained I was paying over 40 % of my income on my mortgage.
XX/XX/2021 Finally reached XXXX at XXXX XXXX. and he said he still hasn't heard anything and he couldn't tell me anything as it was taken out of his hands. I questioned this and he had me hold and came back and said his supervisor took over. It was being processed and that was all he could tell me right now. He would let me know something by the end of the week.
XX/XX/2021 Spoke with XXXX at CFPB at XXXX and explained I had started asking for help in XXXX and I was ignored, given incorrect information. She said option 1 was to file a complaint and 2 I could ask for mortgage assistance elsewhere.
XX/XX/2021 I called in again as I had not heard from XXXX and was told I was offered an extended term of 40 years and I only have 23 years left currently. I was not agreeable to that option after all this time of being told differently. I was told that I could have a 6 month deferral but all of it was due at the end of the 6 months. I explained that if I couldn't pay it now how would I possibly pay it at the end of 6 months.
XX/XX/2021 Sent complaint to Consumer Finance ID # XXXX XX/XX/2021 Contacted XXXX XXXX, spoke with XXXX and he sent a packet to sign. I was unable to print. At this point my XXXX and XXXX were uncontrollable and this went to the wayside.
The CFPB enforces several laws, such as the Truth in Lending Act and the Real Estate Settlement Procedures Act. Examples of common mortgage complaints include : Refinancing or modifying a mortgage loan Misreporting mortgage account status to you or to credit reporting agencies for those homeowners who do not have federally financed mortgages, the CARES Act provides mortgage forbearance by giving those homeowners the right to request and obtain a forbearance for up to 180 days. Additionally, once that 180 days runs out, the Cares Act provides for that homeowner to request and apply for another 180 day extension. The Act provides that no additional fees, penalties, or interest will apply. Furthermore, no additional documentation needs to be submitted other than your basic claim that you are experiencing financial hardship due to COVID-19 and are unable to make your monthly mortgage payment.
A COVID-19 payment deferral allows you to bring your mortgage current by delaying repayment of forbearance amounts without changing other terms of your mortgage. This option may be available if you can not afford a reinstatement or repayment plan. You will not be charged interest on the forbearance amounts, which will be due and payable at the maturity of the mortgage loan or earlier whenever you sell or transfer of the property, refinance the mortgage loan, or pay off the interest-bearing unpaid principal balance. Talk to your mortgage servicer about how escrow payments will be handled for this option.
I was never offered this option and I did send information in to XXXX If you are a homeowner, have your financial information handy and contact your mortgage servicer ( the company listed on your monthly statement ) to request help if youre concerned about your mortgage payments. And, if XXXX XXXX owns your mortgage loan, our XXXX XXXX XXXX ( XXXX ) can help you navigate the mortgage relief process and address other financial challenges. Visit XXXX to learn about our available mortgage assistance and relief options.
FHFA Expands Use of Interest Rate Reduction to Help Borrowers with a COVID-19 Hardship Reduce Their Monthly Mortgage Payment Changes to loan modification terms will help borrowers stay in their homes FOR IMMEDIATE RELEASE XX/XX/2021 Washington, D.C. Today , the Federal Housing Finance Agency ( FHFA ) announced changes to loan modification terms for COVID-19 impacted borrowers with mortgages backed by XXXX XXXX or XXXX XXXX XXXX XXXX XXXX ) needing payment reduction for successful home retention. The updated terms are specifically for borrowers with permanent COVID-19 hardships and respond to the unprecedented nature of the pandemic.
Flex Modification terms will be adjusted for COVID-19 hardships making interest rate reduction possible for eligible borrowers, regardless of the borrower 's loan-to-value ratio. Previously, only borrowers with mark-to-market loan-to-value ( MTMLTV ) ratios greater than or equal to 80 percent were eligible for a possible interest rate reduction. MTMLTV is a ratio that compares the balance remaining on the mortgage to the current market value of a home.
Allowing more families to qualify for an interest rate reduction will prevent unnecessary foreclosures, help strengthen the Enterprises ' books of business, and make sustainable homeownership a reality for more families currently living with the uncertainty of forbearance, '' said Acting Director XXXX XXXX XXXX.
Today 's action is just the latest step FHFA has taken to benefit homeowners and the mortgage market during the pandemic. FHFA continues to monitor the effect of the COVID-19 servicing policies on borrowers, the XXXX and their counterparties, and the mortgage market. FHFA may extend or sunset its policies based on updated data and health risks. Homeowners and renters can visit consumerfinance.gov/housing for up-to-date information on their relief options, protections, and key deadlines.
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| 11/20/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Three issues : 1 ) Notary Public lied to me about being able to adjust the payment due date at time of loan signing. This has caused me to have to use some of the loan proceeds to make extra payments to " get ahead '' of the due date so I can make my payments in a timely manner. This has deprived me of the use of a portion of the loan proceeds.
2 ) XXXX XXXX failed to provide Shellpoint Mortgage Servicing with my payment information when they sold my loan.
3 ) Shellpoint Mortgage Servicing is - at best - profoundly unprofessional, but in reality, they are rude, have both slandered and libeled me, and made false accusations against me. They have harassed me with six phone calls in a three day period that they are attempting to call " courtesy calls. '' I do not want my loan serviced by this company. I do not want my hard-earned money providing profits to a company that is verbally abusive, makes false accusations, and harasses me.
Issue # 1 : I originated a Second Mortgage with XXXX XXXX - signed documents the end of XX/XX/2018. Was informed by notary at closing that payment due date was the XXXX of each month.
Told notary that date was not acceptable as my mortgage payment and student loan payment, plus other bills, are due at that time. Notary hesitated, then told me to go ahead and sign the document and I could ask XXXX XXXX to adjust the due date at a later time. This sounded reasonable to me, as this is a second mortgage - which inherently means I have a first mortgage - which are almost ALWAYS due on the first of the month, and it is customary for a second mortgage to be due the middle of the month - at least that is what I experienced previously.
On XX/XX/18 I received an email from XXXX XXXX asking for feedback on my experience with them. At that time I asked for the due date to be adjusted and was told they could not change the due date ; however, my payments would not technically be late unless they were received after the XXXX. I informed them I was unwilling to " gamble '' with getting my payments in on time and this was unacceptable. I was told another person from finance ( who was cc 'd on the email ) would be able to provide more information about payments, but that person never contacted me.
Issue # 2 :XX/XX/18 - mailed a {$750.00} payment to XXXX XXXX for myXX/XX/18payment. ( My bank shows this check paid on XX/XX/18 ) XX/XX/18 - mailed a {$350.00} payment ( regular payment amount ) to XXXX XXXX. This payment was forXX/XX/18. ( My bank shows this check was paid on XX/XX/18 ) In order to " get ahead '' of this loan payment so I can pay it during the middle of the month when I have funds available and not run the risk of it being received late, I had to use some of the loan proceeds. This is money I am paying interest on and have been deprived of the use of because XXXX XXXX would not adjust the payment due date.
XX/XX/18 - " Welcome '' email received from Shellpoint Servicing advising my loan servicing has or will transfer from XXXX XXXX to Shellpoint. Called the Customer Service number on the email and asked to have my payment due date adjusted ( more of Issue # 1 ). Shellpoint representative told me they could not change the due date because they can't change anything from the signed loan documents. Which means the Notary Public lied to me about signing paperwork when it had information on it that I was not okay with.
Letter postmarked XX/XX/18 from Shellpoint ( dated XX/XX/18 ) advising my loan was sold, gave new owner 's name and address, and advised that Shellpoint would be servicing the loan.
Issue # 3 : Letter postmarked XX/XX/18 from Shellpoint with an XX/XX/18date that effective XX/XX/18 the servicing of my loan had transferred to Shellpoint and included a payment coupon for an XX/XX/2018 payment.
XX/XX/18 - opened the letter, saw the error, also noted the Principal Balance was for the original loan amount ( my two previous payments did not appear to be reflected in the balance ). I called Shellpoint, spoke to a male who looked up my account and transferred me to another person - a female. I had to go through all the identifying information a second time, then told this person that they had sent me a payment notice in XX/XX/XXXX for an XX/XX/XXXXpayment - which isn't possible, and also informed her the balance was incorrect. She immediately accused me of not making two payments. She did not ask any questions, just said, " You haven't made two payments! '' I informed her she was wrong - that I have made my payments to XXXX XXXX as required. She then told me I had better call XXXX XXXX and get this straightened out. I told her that since I did not have anything to do with the business transaction between XXXX XXXX and Shellpoint, and I do not have access to XXXX XXXX XXXX information, that Shellpoint needed to do what they are being paid for and contact XXXX XXXX to straighten out the problem. She replied, " Yeah, well you might think that, but if you want to straighten this out, you'd better call XXXX XXXX! '' Hung up with Shellpoint, called XXXX XXXX, got a recording. Left an extremely upset message with XXXX XXXX.
XX/XX/18 - Received a phone call from XXXX XXXX at XXXX XXXX ( I was at work. ) Provided the details of the problems I was experiencing with Shellpoint. The man looked up my information, verified I had made the two payments and that XXXX XXXX had received payment for both of them. I also discussed the situation with the Notary Public lying to me during document signing. He told me I shouldn't be mad at the Notary ( " Sometimes the Notary doesn't know about real estate loans. '' REALLY? Why would you send someone out who doesn't know the rules and regulations about the loan they are notarizing? Because I'm not a loan agent, or a real estate agent, and I'm not an expert on the nuances of real estate loans, so as a consumer, I depend on people in the industry giving me correct information to make informed decisions. As a consumer, I'm looking at loan amount, interest rate, and payment! ). He also told me I shouldn't be upset at Shellpoint, because all they had was the information XXXX XXXX had given them, and XXXX XXXX had not forwarded the payment information to Shellpoint. He said he would contact Shellpoint because they obviously needed some " coaching '' on how to treat a new customer. He stated he would have a conference call with Shellpoint at XXXX XXXX XXXX.
XX/XX/18 - Received letter from Shellpoint titled : United States Department of Housing and Urban Development Office of Housing Servicemembers Civil Relief Act Notice Disclosure. I am not, nor have I ever been, a member of the US Military. I have no idea what this notice is about.XX/XX/18 at XXXX XXXX. - my cell phone rings and displays a number I do not recognize. Due to being a XXXX XXXX of a local XXXX XXXX, I thought it could be a member of the organization calling and answered my phone. I heard indecipherable noise, then the call disconnected. I figured it was a scammer or wrong number.
Over the weekend, I saw a missed call from this same number.
XX/XX/18 at XXXX XXXX. - my cell phone rings again with this same number. I answer and hear a recording saying " this is Shellpoint Mortgage Servicing, '' so I get up from my desk to find a private place at work to have a conversation with Shellpoint. A woman 's voice says, " Hello, '' and I say, " Hello, '' and the call disconnects.
I called the number back, got hold of a representative who asked for all my information, looked at my account and said, " You're behind two payments. Would you like to pay those at this time? '' I assured her I did not as I am only obligated to make a payment once and I have already done so. I told her I had already spoken to her company the previous week, as well as to XXXX XXXX, and XXXX XXXX was supposed to have had a conference call with her company to straighten out the mistakes on my account - which are mistakes NOT made by me. She continually cut me off and would not let me speak. I asked her at least three times ( I think five times is more accurate ), " May I finish what I was saying? '' She was extremely rude. She did say she would " look into this, '' and I thanked her for that. She also told me I need to provide them proof that I have made my payments and told me to send them a copy of my bank statement. I again re-iterated this is NOT my responsibility. I also told her they need to stop making harassing phone calls to me. She said, " They're not harassment, they're courtesy calls. '' Six??? In a three-day period including the weekend??? AFTER I have already notified her company they are wrong about the payments and AFTER XXXX XXXX claims to have called her company to report the payments - a week ago?! This is the very definition of harassment.
XX/XX/18 at XXXX XXXX. - I sent an email back to XXXX XXXX with an update to the ongoing problem with their company not notifying Shellpoint of my payments. I said one of two things has happened : 1 ) XXXX XXXX has failed to update Shellpoint with the correct loan amount and payment information, or 2 ) Shellpoint has failed to update my account. Either way, I am being harassed and am having false accusations made against me by Shellpoint.
I received a response that someone at XXXX XXXX was " reaching out to Shellpoint now. '' I do not want my loan serviced by Shellpoint. I refuse to have my hard-earned money supporting an organization as horrid as this one. I have a payment ready to send, but I do not want to deal with Shellpoint.
I want monetary compensation from all three parties involved in this travesty of a " business transaction. '' I want {$2500.00} compensation from XXXX XXXX, {$2500.00} compensation from Shellpoint, and {$1000.00} compensation from the Notary Public. And I want my loan transferred to someone else, other than Shellpoint, to service.
If your organization can not help with this, please provide contact information for someone who can. Saying I am absolutely livid about what I have been dragged through for the past month and a half is an understatement, to say the least.
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| 03/27/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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Since XX/XX/XXXX I have been providing all the proof that is requested to prove that my flood insurance is being paid by my primary mortgagee and that Shellpoint Mortgage is not responsible for making these payments. I don't know what happened in XX/XX/XXXX to make Shellpoint think all of a sudden they're going to pay my flood insurance also. Even though it's being paid by the primary mortgage holder. I am literally at my wits end and have gotten absolutely no where other than being promised it will be taken care of and still as of XX/XX/XXXX it still has not been taken care of and now Shellpoint has notified all the credit agencies claiming I'm delinquent in my payments. Here 's an email I sent : XXXX, Thank you so much for your response and helpful information! I really appreciate it Heres my calls to your customer service lines and my numerous conversations to them trying to get this solved once and for all. Today is XX/XX/XXXX and I have been fighting with your company about this since XX/XX/XXXX. Do you realize thats 179 days, or 5 months and 27 days I have been speaking with your Customer Service department and Im still in the exact same position, except for now Shellpoint has now reported me to the credit bureaus for late payments? And once again Im referred to Customer Service to get my problem resolved. Yes, thank you because that hasnt ever been suggested or considered. Please also refer to attachments. XX/XX/XXXX at XXXX XXXX, call lasted 34 minutes and 59 seconds. I received a call from Shellpoint Customer Service in regards to an overdue payment. This is the date this entire fiasco started. I advised the representative there was no way I could be late on my payment, in fact I am paying more than the monthly minimum as I have my bank make automatic payments to this account every two ( 2 ) weeks in the amount of {$150.00} and my payment is {$260.00}. thats when the customer service rep told me about the flood insurance being paid. I quickly advised him about XXXX XXXX being the primary mortgagee of this property and they have been paying the flood insurance since Ive had the house. He told me he made a note in the system and it would be taken care of. XX/XX/XXXX XXXX XXXX., call lasted 1 hour 6 minutes and 47 seconds. Again explained about XXXX is responsible for paying my flood insurance and still no answer on why Shellpoint all of a sudden thinks theyre supposed to pay for my flood insurance, but I keep being told it will be fixed. XX/XX/XXXX XXXX XXXX call lasted 10 minutes 44 seconds. I explained above, notes put into Shellpoints system. XX/XX/XXXX XXXX XXXX. call lasted 6 minutes 27 seconds. Explained above, notes put into Shellpoints system XX/XX/XXXX XXXX XXXX call lasted 1 minute 19 seconds. XX/XX/XXXX XXXX XXXX call lasted 5 minutes 23 seconds. I explained above, notes out in Shellpoints system. They may need to call me back, no problem as long as it gets fixed! XX/XX/XXXX XXXX XXXX. call lasted 1 hour, 2 minutes and 2 seconds. Initially told it was homeowners insurance that the escrow was paying after discussing determined no its flood insurance. Again I explained, told I needed to call XXXX XXXX and ask them who makes the payments for the insurance. I called XXXX XXXX ( XXXX ) and s/w XXXX who advised me it is being paid by XXXX and they are the primary mortgagee and responsible for my insurance payments. XX/XX/XXXX XXXX XXXX call lasted 37 minutes 19 seconds. Advised of updates after speaking with insurance company, will take 5-7 days to rectify. XX/XX/XXXX XXXX XXXX call lasted 7 minutes 58 seconds. Advised of above. XX/XX/XXXX XXXX XXXX call lasted 10 minutes 46 seconds. Advised of above. XX/XX/XXXX XXXX XXXX call lasted 29 minutes 10 seconds. XX/XX/XXXX XXXX XXXX. call lasted 44 minutes 45 seconds. XX/XX/XXXX XXXX XXXX. call lasted 19 minutes 2 seconds. XX/XX/XXXX XXXX XXXX call lasted 22 minutes 34 seconds. XX/XX/XXXX XXXX XXXX call lasted 42 minutes 16 seconds. I actually called Customer Service at XXXX on XX/XX/XXXX at XXXX XXXX, the call lasted 13 minutes and 45 seconds. I spoke with XXXX XXXX who advised shed put in a quick request for an escrow analysis and once this was fixed I would be reimbursed the payments made towards flood insurance. I asked for those funds to be applied to my principal, she advised due to legalities they were unable to do that but once I received the check then I could submit towards my principal. On XX/XX/XXXX I received a call from XXXX in regards to my overdue payments, I advised her of my call with XXXX and this entire ongoing saga that started back in XX/XX/XXXX when Shellpoint decided they wanted to also pay for my flood insurance, even though my primary mortgagee holder ( XXXX XXXX ) is and has always paid my flood insurance. She reviewed my file and notes and advised I shouldnt receive any more calls. OnXX/XX/XXXX at XXXX XXXX Shellpoint Customer Service attempted to call me, no message left. OnXX/XX/XXXX at XXXX XXXX which lasted 9 minutes, 3 seconds. I got a call from XXXX XXXX who was calling because of my overdue payment, I again advised him of all the above, again he read the notes and told me I shouldnt receive any more calls. XX/XX/XXXXat XXXX XXXX. call lasted 30 seconds because I was unable to answer the call because I was working and in a meeting and no voice mail was left. On Sunday night XX/XX/XXXX at XXXX XXXX I received a call from Shellpoint Customer Service I told the caller it was NOT a good time! In follow up to Shellpoints call to me on a Sunday night, Monday morning XX/XX/XXXX I sent the email below and here it is XX/XX/XXXX and the problem is still NOT fixed!!! I would like to update you on my call to Shellpoint Customer Service XXXX, I called today at XXXX XXXX and just got off the phone with XXXX XXXX . XXXX advised me that XXXX XXXX opened a task yesterday ( XX/XX/XXXX ) to remove the flood insurance from my escrow account and that Shellpoint is not financially responsible for making the flood insurance payments. XXXX also advised me that it would take 5 to 7 business days for Shellpoint to complete this task. The real question is, will it work this time? It hasnt since XX/XX/XXXX so I dont think so. Heres something I think is really funnyits a screen shot that says We put the customer first, and thats a huge factor in our success. XXXX XXXX, Co-CEO OBVIOUSLY I AM NOT ONE OF THOSE CUSTOMERS!!! Please feel free to share this email with the entire organization, it really shows how the customer is put first. Thank you, XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Guide Protect Inspire Envision Engage Humanas Quality Improvement Program From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX ; 'XXXX ' Subject : RE : Shellpoint XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Importance : High Good Morning XXXX XXXX, Attach is the email that I sent to you on Friday XX/XX/XXXX. In the email, I explained to you on how to go about getting the flood removed from your escrow. I also advised that the flood is indeed escrow. Please contact our customer service XXXX in regards to the removal of your flood from escrow. Thank you, XXXX XXXX Insurance Department P : XXXX | F : XXXX| XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX XXXX Sent : Monday,XX/XX/XXXX XXXX XXXX To : XXXX XXXX ; 'XXXX ' Subject : RE : Shellpoint XXXXXXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Importance : High Good morning XXXX and XXXX , Im still getting phone calls about my account being overdue and how Shellpoint is trying to pay my flood insurance, when theyre not responsible for paying this coverage. Please see attached documents which clearly indicate that Shellpoint is the 2nd Mortgagee and that XXXX XXXX is the First Mortgagee and is solely and fully responsible for paying my Flood Insurance NOT Shellpoint! Ive also taken screen shots of the attachment proving that Shellpoint is NOT TO PAY MY FLOOD INSURANCE!!! Why doesnt your company understand the written words on this policy and continue to try to pay this flood insurance for which Shellpoint is not responsible for??? WHY DOESNT YOUR COMPANY UNDERSTAND THIS ENGLISH?????? FIX THIS ASAP!!!!!! I AM FORMALLY REQUESTING YOUR COMPANY TO RECTIFY THE REPORTING OF THESE SO-CALLED LATE PAYMENTS THAT ARE AFFECTING MY CREDIT HISTORY!!! Also, interestingly enough I received my XX/XX/XXXX XXXX form from your company and guess what? In XX/XX/XXXX I paid XXXX ( {$0.00} ) dollars in line # 5, Mortgage Insurance Premiums which is how its supposed to be with this loan and Shellpoint! So why now all of a sudden are you trying to get me to pay twice for flood insurance when Im already paying for it in my XXXX XXXX Monthly Payments??? This is really starting to sounds like fraud to me.if this doesnt get rectified with this documentation I again have once provided, then I will pursue legal action as I feel I am being harassed, taken advantage of and this sure sounds like fraud to me if not then unethical business practices. Thank you, XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX | XXXX XXXX XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Guide Protect Inspire Envision Engage Humanas Quality Improvement Program From : XXXX XXXX [ mailto : XXXX ] Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : Shellpoint XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX Good Morning, XXXX XXXX , I have received a response back from escrow department. The Flood is indeed escrow which means we are responsible making payments to your carrier. What you can do is contact our customer service at XXXX and let them know that you would like to remove your flood insurance from the escrow. They will go over the steps with you. Thank you, XXXX XXXX Insurance Department P : XXXX | F : XXXX| XXXX XXXX
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| 03/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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My mortgage was discharged in Chapter XXXX Bankruptcy. My ex ( we were separated at the time ) also filed and the mortgage was discharged in his Chapter XXXX Bankruptcy as well. I stayed in the home but {$1700.00} mortgage payment was unaffordable. My ex had already signed a Quit Claim Deed ( QCD ) which was filed in Circuit Court for Land Records. My mortgage company, XXXX XXXX XXXX offered a modification. During the Modification Trial Period my mortgage was transferred to Shellpoint Mortgage Servicing. I made the three ( {$1500.00} ) required trial payments in XXXX, XXXX & XXXX of XXXX and signed the modification. XXXX accepted the QCD since my ex was on the lien but would not be signing the modification.
My divorce Judge did not see a need to address the home/property since we were already living apart, the mortgage was discharged in Bankruptcy and ex had signed a QCD. Since the home issue was resolved prior to the court hearing, the divorce degree did not address who gets the home.
My first payment would be made to Shellpoint and was due in XX/XX/XXXX. XXXX assured me that all documentation was sent over to Shellpoint and modification was finalized. On XXXX XX/XX/XXXX I received notice from Shellpoint that I was behind on my payments and total due was {$6000.00}. I called Shellpoint spoke to Ms. XXXX and was told they didnt get all the documents from XXXX and everything would be ok once all was received. XXXX XX/XX/XXXX received a welcome letter form Shellpoint, it says my first payment is {$1700.00} and is due on XX/XX/XXXX. Again called Shellpoint ( Ms. XXXX ) and was told everything would be ok once all documents are received.
XXXX XX/XX/XXXX Letter from Shellpoint offering assistance for borrowers who have filed Bankruptcy.
XXXX XX/XX/XXXX Letter from Shellpoint ( new Single Point of Contact ( SPOC ) XXXX XXXX to assist with Loss Mitigation.
XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation.
XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation.
XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation.
XXXX XX/XX/XXXX - Shellpoint first Monthly statement dated XX/XX/XXXX says I must pay {$9500.00} to bring my mortgage current. Says I am 141 days delinquent and made no payments from XX/XX/XXXX thru XX/XX/XXXX. Spoke to Ms. XXXX she states the mix up is because they did not get all the documents from XXXX and when I sign the Modification everything will be straightened out., not to worry!
XXXX XX/XX/XXXX My first Payment due on Permanent Modification is being paid to Shellpoint {$1500.00}. I called MsXXXX XXXX to obtain the correct address to send my mortgage payment to Shellpoint. She said still did not have all paperwork and could not accept my payment. I insisted she provide an address so I could send my payment. She didnt know what the address was and had to call me back. I ultimately was told to send payment to XXXX XXXX XXXX, she said XXXX XXXX XXXX is Shellpoint. Ms. XXXX requested various documents from me. I called XXXX on several occasions and was told all documents were sent, they resent all documents every time I called. However Ms. XXXX continued to request various additional documents from me. Per Ms. XXXX Modification was not completed because I did not have the Modification Notarized. ( XXXX did not require ) then was told XXXX should have notarized their own copy. Was later told modification would have to be redone by Shellpoint.
XXXX XX/XX/XXXX - Modification received from Shellpoint, the Modification Agreement Checklist says must include a Quit Claim Deed, Divorce, or Death Certificate if anyone on title will not be signing. I immediately called Ms. XXXX explaining my Ex would not be signing the Modification and to verify she had my QCD and that it would satisfy the Modification Agreement Checklist for the signature requirement. She verified she had it in my file and it would be all I needed.
XXXX XX/XX/XXXX Received Email from Ms. XXXX, giving me her contact information.
XXXX XX/XX/XXXX Signed, Notarized and mailed Modification to Shellpoint on XXXX XX/XX/XXXX.
XXXX XX/XX/XXXX XXXX from Shellpoint stating they have not received my signed Modification. I called Ms. XXXX she said they did receive the signed modification, but my ex did not sign. I reminded her of our conversation on XXXX XX/XX/XXXX and I again verified that she did have the QCD and that the QCD is used in absence of his signature IAW Shellpoints Modification Agreement Checklist. She insisted he still must sign Modification and did not seem to realize the significance of or exactly what a QCD was. I told her a QCD is a legal document used to transfer interest ( ownership ) in real property and is recorded in Circuit Court to update Land Records and is in fact listed as a required document IAW Shellpoints own Modification Agreement Checklist. She said she would call me back.
XXXX XX/XX/XXXX - Received an email from Ms. XXXX .She advised me that I need to send her my Complete Divorce Degree. I called her and questioned why she needed it and she said she didnt know, but another department had requested it because Mr. XXXX did not sign. I asked to speak to the person in that department. She told me they dont have a phone and I couldnt talk to them. I asked her how does she talk to them and she said by email. I said could I please have their email and she said no. She sounded very frustrated and said just send me the Divorce Degree. I faxed my Divorce Degree to her. I asked to speak to her supervisor, she was not available. Left a message spoke to her later and asked for her help to resolve the modification issue. She said she would check and let me know. She suggested that if couldnt fix Modification, maybe I should do an assumption??? Left her many messages could never get back in touch with her. She was always busy, on the phone or not in.
XXXX XX/XX/XXXX Letter from Shellpoint stating they have not received signed Modification.
XXXX XX/XX/XXXX Letter from Shellpoint stating they are unable to offer a Modification. I called Ms. XXXX she said I need to go back to court or write a letter and have the Divorce Court Judge modify my Divorce Degree to state that the house is awarded to me. I told her my ex and I separately filed and the Mortgage was discharged in Chapter XXXX Bankruptcy. In addition my ex signed a QCD and the Judge considered the issue legally settled and did not see the need to address the property in the Divorce Degree.
XXXX XX/XX/XXXX Received a Notice Of Intent To Foreclose from Shellpoint.
XXXX XX/XX/XXXX Letter form Shellpoint ( new SPOC ) Ms. XXXX to assist in offering Loss Mitigation for borrowers who have filed Bankruptcy.
XXXX XX/XX/XXXX received an Email from Shellpoint, Payoff Letter states your next payment due date is XX/XX/XXXX, P & I payment is {$1300.00} ; taxes are due XX/XX/XXXX.
XXXX XX/XX/XXXX Spoke to XXXX XXXX in Loss Mitigation she told me my account was closed on XX/XX/XXXX and I need to pay the total amount of {$10.00}, XXXX to avoid foreclosure. I asked why the QCD was not accepted, and why Shellpoint also needed Divorce Degree for Modification when their Modification Agreement Checklist only required one or the other, her reply was Oh, you have special circumstances Asked what the special circumstances are, she had no answer.
XXXX XX/XX/XXXX Letter from Shellpoint ( new SPOC ) XXXX XXXX to assist with Loss Mitigation.
XXXX XX/XX/XXXX Spoke to Ms. XXXX in Loss Mitigation Dept., faxed over all requested documents.
XXXX XX/XX/XXXX Spoke to XXXX XXXX in Loss Mitigation dept. He told me I owe {$11000.00} and need to make a down payment and payment plan to avoid foreclosure. He asked me to make a {$5000.00} down payment and pay {$2300.00} a month for 12 months. Told him I couldnt do that he then asked for {$2000.00} down payment. I asked him to send me a letter or email with the information he had just quoted me, he stated he could not do that and instructed me to go to Shellpoint website and fill out a Loss Mitigation form with all my information, upload all my bank statements and income, etc., and he would review my financial situation and he would determine how much I could afford to pay for a down payment.
NOTE 1 : I have been in contact with the XXXX XXXX XXXX XXXX XXXX ( XXXX ) to assist me in getting my mortgage modified. On XX/XX/XXXX XXXX contacted Shellpoint and requested Ms. XXXX to return her call ( within 48 hrs. ) to discuss my modification. Instead of returning a call to XXXX, Ms. XXXX instead closed my account on XX/XX/XXXX.
NOTE 2 : 1. None of the 6 monthly payments I made to Shellpoint were ever applied to my Mortgage. They are all held in suspense!
2. Shellpoint is charging me a late fee every month in addition to other erroneous fees. Also, according to Shellpoint I am charged with no record of payment for XXXX, XXXX, and XXXX, XXXX, when I made three payments of {$1500.00} to XXXX for the Modification Trial Payment.
3. One evening I came home to find a plain white letter size envelope lying on my front lawn. It was stamped confidential and had my ex name hand written on the front. It was unsealed with scotch tape on the flap. It contained a Modification Agreement Document from Shellpoint and apparently had been scotch taped to my door with a single piece of tape and had fallen off. Several weeks later, I was taking out trash at night and encountered a young lady walking around my property. I asked her what she wanted. She said she was looking for my ex and she handed me another copy of the Shellpoint Modification Agreement.
4. I want Shellpoint to conduct a thorough payment research and audit of my account.
5. I want Shellpoint to accept the QCD and honor my original Modification.
6. I want Shellpoint to remove all erroneous fees and late charges.
7. I want Shellpoint to credit my account with all the payments I have sent XXXX XXXX XXXX for my mortgage at Shellpoint.
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| 01/02/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I closed on my home in XX/XX/XXXX with XXXX XXXX XXXX. Everything was going fine payment wise until my family and I were affected by hurricane Matthew XX/XX/XXXX. I had damage to my home and my children and I had to evacuate. I had damages to my home, I lost power and my food. As a new homeowner, I was dropped from my homeowner 's insurance company, because I had filed a claim. XXXX allowed me to make arrangements to pay my mortgage. Then in XX/XX/XXXX I had a loss of income and was not able to pay my mortgage. Also in XX/XX/XXXX, we had another hurricane and had to evacuate again and I loss wages. XXXX had me complete some paperwork to begin trying to make a way to save me from going into foreclosure. I filled out the loan modification papers and I believe everything was put on hold while I was going through the modification process. All the while going through this process, someone kept coming to my home creeping my family and I out, by putting a tag on my door with a handwritten note indicating for me to call XXXX. I kept asking why is this happening when they know I am complying with what I am being told. XXXX stated that they are aware that someone is coming out, but its protocol to see if someone is still living in the property, but they do not know the name of the company that is coming to my home. In XX/XX/XXXX, I was approved for trial modification to pay {$850.00} for three months. After the three months, I was told that my modification will be reviewed to determine if I would be approved. Every time I would call into XXXX ( after my three months ), they would tell me that Im still in the trial modification and that even though its after the 90 days they are still working to get my modification approved. This extended all the way until XX/XX/XXXX. I was given a letter stating that my loan modification was approved to continue to pay {$850.00} and my new terms and agreement would be sent out to me and that someone would come out to my home to certify my documents. I received the documents via post-mail. The VERY next day these same documents were taped to my door ( creeping me out again ). I called XXXX about it and really did not know why this would happen or who did it. Nevertheless, I contact XXXX they come out to my home in XX/XX/XXXX to notarize my paperwork and to send it back off to XXXX for finalization. I called XXXX after XXXX XXXX XX/XX/XXXX to find out if they received my signed documents. They said that they did not. I called for about 2 weeks and finally they were located. Even with them now finding my document, I was still considered in a trial. Every time I called XXXX about getting things finalized, Ive heard different stories about my loan being transferred to another company, then I was told that it was not being transferred. When I inquired about my modification approval been signed by XXXX, they stated that they sent it out somewhere for recording and are waiting to get it back. Later I learned that the recording was here in my own county. I called down to the clerks office to inquire about the recording and I was told the only recording they had was when I first purchased the home in XX/XX/XXXX. I called back to XXXX to inform them of this information and that I wanted to have my sign contract. I kept getting the runaround about the contract, so I later filed a grievance on the corporate level because I had learned once again that in fact my loan was being sold ; and that I was being transferred effective XX/XX/XXXX. I questioned XXXX and ask them how could they transfer my loan and my business is not finalized yet and I still dont have my contract? After filing my grievance, I received via email my execute loan modification. I inquired about my payments, stating that I had been paying since XX/XX/XXXX was not being recorded with the credit bureaus. XXXX informed me that all of these things would be taking care of prior to me transferring over to the new loan company, but that was not the truth. My loan transferred over to XXXX XXXX on XX/XX/XXXX. I contacted XXXX XXXX to inquire about my loan and they stated that they were not able to discuss with me fully until the loan was fully transferred over and to them give it about a week or two. So I gave it a couple weeks to inquire and I was told by the Representative that it takes about 60 days for my loan to be fully transferred over, but that I would not experience the issues that I had with XXXX. They stated that it should be a smooth transition. This information was not the truth either. No sooner than after my loan transferred over to XXXX XXXX, I started receiving foreclosure letters and threatening letters from a company called Shellpoint. I never heard of them before, so I contacted them online to see who they were and I reluctantly created an account because I thought someone was using my name fraudulently. I scrolled down to the bottom of their website that I saw that they were Doing Business As XXXX XXXX. I realized that this was the same company. I contacted the company and shared with them my concerns and everything that I experienced with XXXX. I asked if they are aware that my loan is being transferred over, why am I receiving foreclosed letters, threatening letters, and stating that I owe all of this money? I was told by my single point of contact at Shellpoint that this is typically their process. I was told that I would not able to pay my mortgage until my loan was fully transferred over to them. They gave me an email address to their Escalations department to send them something in writing because I wanted to request a letter stating that while going through this process, I am not allowed to pay my loan. The Escalations department sent me everything but I what I requested. As time went on I still was receiving letters stating that I owe all this money. I kept calling back because I was fearful of losing my home because everything was not fully transferring over from XXXX. When I talk to a Shellpoint Rep, they stated that my loan had transferred over enough so that I can make a payment. I made a lump sum of {$1700.00} for the month of XX/XX/XXXX and XX/XX/XXXX ( combined ). I told him that I really wanted to get this issue resolved and get on with my life. They told me that they can not do anything until they received contract signed by me and XXXX. They said XXXX only sent them an unsigned copy. I told them that I have a signed copy of the executed contract. I sent it to my single point of contact, she never acknowledge that she received my modification. I left her voicemails, stating if she did not get me, she could leave a detail message informing that she got it. She never verified via phone or email that she received it. I later spoke to another Rep that told me that I am not allowed to email my contract to a contact and that I needed to send it to Loss Mitigation. I learned that the single point of contact will was no longer my contact and I had been transferred to someone else at Shellpoint. I requested to speak to a manager at that point because again here it is again my business is not finalized and yet Im being transferred over again. I spoke with a supervisor who stated to me that it looks like the modification that I have would most likely have to be done all over again and that they would work get me a better modification amount then what I currently have. The supervisor also told me that if I was to submit the contract for them to honor the modification, that it could put me further in debt because only a portion of the money was given to them. She asked that I give her time to work on it. Meanwhile I continue to receive letters, but this time the payment amount came down. I received invoice letters for {$980.00}. I received invoice letters for {$1200.00}. I called to inquire about that and none of the people that I spoke to at Shellpoint could explain to me why am I receiving figures other than approved modification amount of {$850.00}. They said that if I only pay the {$850.00}, there will be a balance and late fee. They see on their system that my escrow amount has not changed, they see my property tax hasnt changed. Quite frankly the property taxes and escrow arrears all were considered and calculated when I was approved for the modification at XXXX making it {$850.00}. I was even told by Shellpoint they see an amount of {$850.00} as my payment. Where are these figures coming from? No one seems to know. Due to all that I have experienced, I am writing/filing this complaint because I am fearful of losing my home. My anxiety level is to the roof. I am having trouble sleeping because of this is constantly on my mind. Im unable to function properly at work and basic daily routine because I dont know if one day when I come home, will there be a home to go to. The point of this complaint is to have my contract honored. I am okay to keep my {$850.00} executed contract without penalty and be free from any other additional debt and/or bankruptcy. This complaint is to have Shellpoint honor my terms and conditions of this contract and to send me over to XXXX XXXX and remove me from Shellpoints Debt Collection/Loss Mitigation Department. I did everything that XXXX requested of me for the past year and a half to get this modification approved. I should not be penalized in this manner and have the uncertainty of not knowing if I have a home for my children and I because the two companies cant get it together for the sake of the consumer. I want my county to be sent the proper documentation to put the recording on file that is necessary. I want my credit bureaus to be made aware that I have been paying my modification amount on time since XX/XX/XXXX. I know what its like to be XXXX when I was a child and as a result, I had to grow up in XXXX XXXX. I purchase this home to give me and my children a sense of stability and consistency and this fear of losing my home is traumatic for me!!! Thank you for taking the time to review my complaint.
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| 01/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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Im sorry this is a long summary but these last few years have been hard enough without the financial damage that Shellpoint mortgage has done to me and my family. lt will take a lifetime to claw our back so this is very important to me. I am a self employed tile setter whose business suffered greatly because of the pandemic. My wife lost her job at the start of the pandemic and our now XXXX old little boy was just a baby. When I learned of the forbearance plan that Shellpoint was offering, it felt like a blessing. Instead, it has turned into an absolute nightmare. For starters, I was told that by enrolling in the forbearance plan, I would be able to suspend my payments which would then be added to the end is the loan, simple as that. Once the forbearance ended, I was told that for 3 months I would be in a probationary period, but if I made those 3 payments on time, I could sign a new agreement and continue on with my loan. I did everything that Shellpoint instructed me to do then continued to make my monthly payments. Maybe 6 months after the " probationary '' period ended I started looking into refinancing since rates were around 3 % and mine is 5.65 % This is when I discovered that despite following shellpoint 's directions to a T and remaining up to date on all my payments, they reported to the credit companies that I hadn't made 6-9 payments ( differs with everyone I talk to ) After countless phone calls and hours on the phone I got nowhere. I opened investigations with XXXX, XXXX and XXXX XXXX. Two of these bureaus informed me they " investigated '' by calling shellpoint and asking them if I had delinquent payments to which they replied, yes- Mind boggling detective work. I then hired XXXX to try to help resolve this issue with no luck. I have yet to find anyone at shellpoint who has been able to help me in any way. I was told at one point that there was fine print in the new payment agreement the stated the shellpoint was not responsible for negative effects on my credit. I responded by saying I didn't think that applied to me since I did everything that you told me to do!
Fast forward 6 months and i was finally at a point where I had 12 consecutive months of online payments following shellpoints misreportings. I could start trying to refinance again. My credit score however, has not been repaired and with interest rates rising, refinancing now would yield an even higher rate than the one I'm currently locked into. It was at this time that I also discovered that the " deferment '' of payments to the end of my loan also included adding {$13000.00} to my loan principle and also somehow changed my loan to a 45 year loan while keeping the same monthly payment and same interest rate. I was halfway through my 30 year loan and to now learn that I have another 30 years left is devastating. First of all, when I signed up for the forbearance at the beginning of the pandemic it was explained to me that this a form of relief and that when the hardship was over, I would be able to defer the missed payments to the end my loan. If, for one second, I knew this would then allow the bank to add {$13000.00} to the {$120000.00} that I still owed, I would never have enrolled. What's more financially crippling is how Shellpoint kept my interest rate the same and kept my payment within a few dollars of what it was pre pandemic but restructured my entire loan by adding 15 years. Mathematically, this should be impossible. Like I said, if I had any idea of the repercussions of entering a forbearance agreement, I never would've entertained the idea. Once it was over, a shellpoint employee summarized to me over the phone, what the new agreement entailed which provided no indication of how costly this would be for an already struggling one ( self employed ) income family. By the time I got the agreement, I had only a short amount of time to get it notarized, turn around and send it back. Worth noting is that this agreement was my ONLY option other than losing our house. I knew I had to sign it and there were no red flags, since the i Im sorry this is a long summary but these last few years have been hard enough without the financial damage that Shellpoint mortgage has done to me and my family. lt will take a lifetime to claw our back so this is very important to me. I am a self employed tile setter whose business suffered greatly because of the pandemic. My wife lost her job at the start of the pandemic and our now XXXX old little boy was just a baby. When I learned of the forbearance plan that Shellpoint was offering, it felt like a blessing. Instead, it has turned into an absolute nightmare. For starters, I was told that by enrolling in the forbearance plan, I would be able to suspend my payments which would then be added to the end is the loan, simple as that. Once the forbearance ended, I was told that for 3 months I would be in a probationary period, but if I made those XXXX payments on time, I could sign a new agreement and continue on with my loan. I did everything that Shellpoint instructed me to do then continued to make my monthly payments. Maybe 6 months after the " probationary '' period ended I started looking into refinancing since rates were around 3 % and mine is 5.65 % This is when I discovered that despite following shellpoint 's directions to a T and remaining up to date on all my payments, they reported to the credit companies that I hadn't made XXXX payments ( differs with everyone I talk to ) After countless phone calls and hours on the phone I got nowhere. I opened investigations with XXXX, XXXX and XXXX XXXX. Two of these bureaus informed me they " investigated '' by calling shellpoint and asking them if I had delinquent payments to which they replied, yes- Mind boggling detective work. I then hired XXXX to try to help resolve this issue with no luck. I have yet to find anyone at shellpoint who has been able to help me in any way. I was told at one point that there was fine print in the new payment agreement the stated the shellpoint was not responsible for negative effects on my credit. I responded by saying I didn't think that applied to me since I did everything that you told me to do!
Fast forward 6 months and i was finally at a point where I had 12 consecutive months of online payments following shellpoints misreportings. I could start trying to refinance again. My credit score however, has not been repaired and with interest rates rising, refinancing now would yield an even higher rate than the one I'm currently locked into. It was at this time that I also discovered that the " deferment '' of payments to the end of my loan also included adding {$13000.00} to my loan principle and also somehow changed my loan to a 45 year loan while keeping the same monthly payment and same interest rate. I was halfway through my 30 year loan and to now learn that I have another 30 years left is devastating. First of all, when I signed up for the forbearance at the beginning of the pandemic it was explained to me that this a form of relief and that when the hardship was over, I would be able to defer the missed payments to the end my loan. If, for one second, I knew this would then allow the bank to add {$13000.00} to the {$120000.00} that I still owed, I would never have enrolled. What's more financially crippling is how Shellpoint kept my interest rate the same and kept my payment within a few dollars of what it was pre pandemic but restructured my entire loan by adding 15 years. Mathematically, this should be impossible. Like I said, if I had any idea of the repercussions of entering a forbearance agreement, I never would've entertained the idea. Once it was over, a shellpoint employee summarized to me over the phone, what the new agreement entailed which provided no indication of how costly this would be for an already struggling one ( self employed ) income family. By the time I got the agreement, I had only a short amount of time to get it notarized, turn around and send it back. Worth noting is that this agreement was my ONLY option other than losing our house. I knew I had to sign it and there were no red flags, since the interest rate was the same and my monthly payment was the same. In hindsight, there are so many questions I wish that I'd asked.
I also now realize I should've had a lawyer read my new payment agreement in order to make sense of the garbled, non sensical language that was purposely used in the new payment agreement. I've tried reaching out to shellpoint several times which only leads to more frustration. It seems there is no one I can talk to who can, first, explain how any of this is even mathematically possible and more importantly, how anyone could lure in people in need only to secretly destroy them financially. Offering " help '' in times of need only to force these same people into an agreement, they would otherwise never agree to, is absolutely cruel and in this case, criminal. I am absolutely devastated and truly would appreciate any help you could provide me and my family. Thank you nterest rate was the same and my monthly payment was the same. In hindsight, there are so many questions I wish that I'd asked.
I also now realize I should've had a lawyer read my new payment agreement in order to make sense of the garbled, non sensical language that was purposely used in the new payment agreement. I've tried reaching out to shellpoint several times which only leads to more frustration. It seems there is no one I can talk to who can, first, explain how any of this is even mathematically possible and more importantly, how anyone could lure in people in need only to secretly destroy them financially. Offering " help '' in times of need only to force these same people into an agreement, they would otherwise never agree to, is absolutely cruel and in this case, criminal. I am absolutely devastated and truly would appreciate any help you could provide me and my family. Thank you
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| 10/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Please make this a rush as I have a sale scheduled for my property on Tuesday XX/XX/XXXX and Im under a loan modification review.
This is XXXX XXXX. I have some very bad issues going on right now with my servicer SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX. and about my previous banks. I'm having a very hard time dealing and working with my servicer SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX. I have mailed and faxed over all documents for a loan modification but they are still proceeding with the foreclosure sale scheduled for XX/XX/XXXX If they proceed with the sale they will be in violation of the CALIFORNIA HOMEOWNERS BILL OF RIGHTS and other laws as well.
As part of this bailout, on XX/XX/XXXX, the United States Government took over XXXX XXXX and pumped billions, which in XX/XX/XXXX, then Treasury Secretary XXXX XXXX said as much as {$200.00} XXXX would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in TARP funds given out to other lenders.
1. The guidelines issued by the United States Treasury set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the HAMP program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under HAMP ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible.
HAMP and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure HAMP objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies.
All servicers have systematically failed to comply with the terms of the HAMP directives and has regularly and repeatedly violated several of its prohibitions. Now that HAMP is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives.
Under HAMP, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each HAMP modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such as SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure.
California Business and Professions Code 17200 et seq., also known as the California Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the 1st Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by selling my home and by denying loss mitigation options, such as loan modifications ; They failed to properly consider loan modification applications before trying to sell my home.
1. On information and belief, SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX does not own a significant majority of the loans on which it functions as servicer.
2. Economic Factors that discourage SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX from meeting its obligations under HAMP by facilitating loan modifications include the following : a. SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default.
b. The monthly service fee that SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX , XXXX, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer.
c. Fees that SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX charges borrowers that are in default constitute a significant source of revenue to it. Aside from income SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee.
d. Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous.
e. Fixed overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs.
3. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX , XXXX has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX delay and obstruction tactics have taken various forms with the common result that my loan serviced by SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX , XXXX, in which im eligible for permanent loan modifications, and have met the requirements for participation in HAMP, have not received permanent loan modifications to which iam entitled.
4. By failing to comply with the California Homeowner Bill of Rights ; specifically, by engaging in the unlawful practice of Dual Tracking, SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX, XXXX has left me in a state of despair and panic as I seek a loan modification from SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX , XXXX, only to have my home wrongfully, oppressively and illegally sold out from under my feet.
When I opened my loan from XXXX XXXX XXXX my monthly payment was {$1300.00}. I couldnt pay them anymore due to my divorce my husband left me and left me in the waters. I applied for a Loan Modification and they told me to make some trial period payments of {$1500.00}. I paid all three times for the three months, on time. After the payments were done they transferred me to XXXX XXXX XXXX. I had the same story with them, they asked for trial period payments and so I had no other choice I paid {$1900.00} for three months, on time. XXXX XXXX XXXX transferred me to SHELLPOINT MORTGAGE SERVICING, A DIVISION OF XXXX XXXX XXXX , XXXX who is now my current servicer. I now have a foreclosure sale for XX/XX/XXXX. I have sent them all documents but they still have not offered me anything. I have sent them documents again. I dont want them to ask for a trial period payment and then transfer me to another servicer and then go through the same thing the banks have been doing to me twice. I dont even know if those trial period payments I have paid when towards anything like my loan or did they just take it. I want to keep my home and pay a reasonable amount.
I have a sale coming up on XX/XX/XXXX.
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| 11/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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The following text has been sent to the companies involved, including all identifying details. The letter is also attached along with the concluded payment deferral plan.
Homeowners are writing to request immediate correction of the errors, and ongoing delays and deception described below in regard to the mortgage on homeowners property at ***. Given XXXX and Newrez/Shellpoints ongoing dilatory and deceptive practices, this letter is also being filed as a complaint with the Consumer Financial Protection Bureau XXXX Homeowners have already consulted legal counsel and will pursue legal action if the demanded remedies are not forthcoming in a timely manner.
FACTS : Homeowners mortgage with XXXX was recently transferred to Newrez/Shellpoint. Homeowners completed a mortgage assistance application with XXXX in XXXX XXXX. The application was reviewed by XXXX, who then sent a payment deferral agreement dated XXXX XX/XX/XXXX. The payment deferral agreement was sent to homeowners in an envelope bearing the Shellpoint Mortgage Service company name and address, and postmarked XXXX XX/XX/XXXX. At the same time, homeowners received written notice on XXXX letterhead of the upcoming transfer of mortgage servicing from XXXX to Newrez. The letter was dated XXXX XXXX, and included Newrezs address and instructions for changing payments from XXXX to Newrez. The letter also noted that the transfer should be easy because XXXX had been part of Newrez since XXXX, and that homeowners account number, etc. would not change. Nowhere in the document was the Shellpoint mentioned. Nonetheless, the document was sent in an envelope bearing Shellpoint Mortgage Service company name and address, and also postmarked XXXX XXXX.
FACTS, continued : Under the terms of the payment deferral agreement, the first payment was to be due on XXXX XXXX, however elsewhere in the document, homeowners were informed that to accept the payment deferral agreement, they must sign and return the agreement and make the payment by XXXX XXXX. Homeowners signed and returned the payment deferral agreement on XXXX XXXX via the e-mail address provided by XXXX ( XXXX ), uploaded to the XXXX website, and mailed to the address provided by XXXX. Homeowners also made a payment dated XXXX XXXX on the XXXX website. While the new payment amount provided in the payment deferral agreement was {$3800.00}, homeowners made the XXXX XXXX payment in the amount of {$3800.00}, because that was the only amount the XXXX website would allow.
FACTS, continued : Subsequent to homeowners executed acceptance of the payment deferral agreement, homeowners received an e-mail on XXXX XXXX from Shellpoint Mortgage Servicing indicating that the servicing of homeowners mortgage had been transferred to Shellpoint. The e-mail indicated that Shellpoint had received notice of the mortgage assistance application and that it may take up to 14 business days for the updated account information to be reflected in Shellpoints systems. During phone calls with homeowners on XXXX and XXXX XXXX, representatives of Newrez/Shellpoint claimed that it could take up to 60 days for all of the information regarding homeowners mortgage to be transferred to Newrez/Shellpoints systems XXXX During the call on XXXX XXXX, the Newrez/Shellpoint representative claimed that Shellpoint would have to complete a valuation of homeowners property, which may result in different options than those given by XXXX. On XXXX XXXX, homeowners received another e-mail from Newrez/Shellpoint indicating that Shellpoint was working on setting up the loss mitigation solution from homeowners prior servicer. The e-mail went on to claim that it would take time to close the account with the prior servicer and set up the new account in Newrez/Shellpoints systems. On XXXX XXXX, homeowners received from Newrez/Shellpoint three pieces of mail, all dated XXXX XXXX : 1 ) a privacy notice ; 2 ) a notice of transfer of servicing to Shellpoint ; and 3 ) a Newrez/Shellpoint loss mitigation application package. Only the privacy notice had the company name visible from outside the envelope. None of the three items of mail bore a postmark, but all were received on XXXX XXXX. As of XXXX XXXX, the terms of the payment deferral agreement concluded with XXXX were not reflected in homeowners online account with Newrez/Shellpoint .
DELIBERATELY DELAYED AND INACCURATE NOTICE OF TRANSFER : Homeowners are entitled to a minimum of 15 days notice prior to a change in mortgage servicing. Furthermore, such notice must include the name and contact information for the new servicer. While the letterhead date of XXXX notice was XXXX XXXX, the notice was not sent until XXXX XXXX or after, the envelope was labeled as originating with Shellpoint Mortgage Servicing - not XXXX, as would reasonably be expected - and provided Newrez as the future servicer. Homeowners note that Newrez does business as Shellpoint and has acknowledged as much in prior legal proceedings. However, the purpose of providing notice of a change in mortgage servicer is to alert mortgage holders to any and all changes with the company with which they are doing business. In this case, XXXX provided a misleading company name and sent the notice apparently from Shellpoint- a company with whom homeowners had not previously done business and had no reason to expect to do business. Newrez/Shellpoint then subsequently delayed sending the notice of transfer until more than 15 days after the transfer date, and with no company name visible on the unopened envelope. The notice of transfer was therefore deliberately late prior to and subsequent to the transfer date and misleading in both instances. Noting that the transfer of service has nonetheless taken effect, homeowners do not contest the transfer of service and demand simply that Newrez/Shellpoint abide by the law in the future and make any communications not only in a timely manner, but without misleading labels or lack thereof.
PAYMENT DEFERRAL AGREEMENT COMPLETED WITH XXXX ; TERMS APPLY TO NEWREZ/SHELLPOINT : Despite the deliberately misleading envelope and egregious delay on the part of XXXX, homeowners received and executed the payment deferral agreement by all the terms of that contract in a timely manner. That modification of the terms of homeowners mortgage therefore applies to homeowners mortgage as held by XXXX, and therefore as transferred to Newrez/Shellpoint. Newrez/Shellpoint has not contested this basic aspect of contract law, but homeowners highlight it given Newrez/Shellpoints deliberate delay in applying the terms of the payment deferral agreement to homeowners account. Moreover, the Newrez/Shellpoint representatives claim on XXXX XXXX that Newrez/Shellpoints terms may be different than those provided by XXXX, as well as Newrez/Shellpoints provision of a loss mitigation application package dated XXXX XXXX - XXXX days after acknowledging homeowners mortgage assistance application with XXXX, indicates that Newrez/Shellpoint is preparing to attempt to violate the terms of the contract homeowners concluded with XXXX in an effort to force homeowners into terms more advantageous to Newrez/Shellpoint.
NEWREZ/SHELLPOINTS DELIBERATE DELAY IN PROCESSING TRANSFER OF PAYMENT DEFERRAL AGREEMENT MUST END IMMEDIATELY : Homeowners are entitled to a timely transfer of a loss mitigation solution from one mortgage servicer to another. Homeowners note that timely is not specified in the law referred to above. In this case, Newrez is doing business as Shellpoint, and XXXX has been a Newrez company since XXXX. XXXX and Shellpoint are so closely related that XXXX will send letters bearing Shellpoints corporate name. Homeowners also note that homeowners mortgage account number and online login information are exactly the same for Shellpoint as they were for XXXX. This is no surprise since XXXX and Shellpoint are part of the same company and use the same software and databases. The notion that Newrez/Shellpoint needs time to transfer account information from XXXX is a fiction. Nonetheless, homeowners were willing to accept the initially presented 14 business day transfer period per Newrez/Shellpoints XXXX XXXX e-mail. Accounting for holidays that time was up on XXXX XXXX, and as of XXXX XXXX Newrez/Shellpoint had still made no effort correctly apply the terms of the payment deferral agreement. Newrez/Shellpoints representatives claimed up to 60 days as the time required during phone calls on XXXX and XXXX XXXX, but there is no definition of timely that would allow for 60 days for two intimately related companies using the same software and databases to transfer information from one to the other. However, there is an important 60 day term that does apply to the transfer of mortgage servicing, and that is the grace period during which homeowners can not be charged late fees after the transfer of the mortgage from one servicer to another. In asserting a 60 day requirement, Newrez/Shellpoint is attempting to wait out homeowners grace period by taking no action to transfer the full terms of homeowners mortgage with XXXX- specifically the payment deferral agreement- in order to apply onerous late fees and otherwise unacceptable terms to homeowners mortgage agreement outside the grace period. Homeowners therefore demand that Newrez/Shellpoint apply the payment deferral agreement concluded with XXXX to homeowners account immediately, including correct application of the XXXX XXXX payment.
FOLLOW-UP : Newrez/Shellpoints required action is explained above in detail. In the event further information is needed, and to notify homeowners of compliance with the above actions, homeowners can be reached at the following contact details, as well as the address given above : ***
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| 08/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My family and I are victims of Financial Fraud and Mortgage Fraud by XXXX XXXX XXXXXXXX, XXXX, Shellpoint Mortgage Servicing and a long line of fraudulent Lenders, Servicers and their complicit lawyers, related to a {>= $1,000,000} 1st Mortgage on our Family Farm in Maryland. I have filed a Fraud Complaint in XXXX County Circuit Court, Case # XXXX on XX/XX/XXXX, which outlines their fraudulent actions against us and we also attached our forensic experts report to the Compliant which states that the XXXX XXXX XXXXXXXX Mortgage on our Family Farm was securitized by XXXX XXXX XXXXXXXX back in XX/XX/XXXX under XXXX XXXX, without our knowledge and sold off on XXXX XXXX and still appears on the SEC console under XXXX XXXX today, among many other violations. It certainly appears that our mortgage should have been part of the {$16.00} Billion Historic Settlement between the Department of Justice ( DOJ ) and XXXX XXXX XXXX dated XX/XX/XXXX, yet no one ever contacted us about it and we only learned of this Settlement just recently. In addition, we have filed a Motion to Consolidate our Fraud Case with the banks XXXX County Circuit Court Foreclosure Case # XXXX, which they filed against me to steal our very valuable Family Farm from us. We have also filed Complaints with the FBI as well as the Office of Inspector General, Department of Housing and Urban Development, the Office of the Attorney General and the Office of the Comptroller of the Currency ( OCC ). In fact, it was the OCC who urged us to file this Complaint with the Consumer Financial Protection Bureau ( CFPB ). They felt we have very valid issues and advised us that Shellpoint Mortgage Servicing, as the current mortgage servicer, is ultimately responsible for getting the numbers correct from the beginning of the loan and they can not proceed to foreclosure until they go back to the beginning and correct ALL accounting irregularities, including the accounting irregularities we have pointed out to them. In addition, given the size of the Lenders and since we have multiple Lenders and Servicers involved, the CFPB is better suited to help us. Therefore, to address our current foreclosure issues, they suggested that we contact the CFPB, the appropriate supervisory agency for Shellpoint. Background and History We purchased our Family Farm on XX/XX/XXXX for {>= $1,000,000} all cash. This was the single largest investment we made as a family. We were approved by XXXX XXXX XXXXXXXX for a {>= $1,000,000} construction loan/re-financing and due to their many misrepresentations, ultimately closed on a {>= $1,000,000} re-financing on XX/XX/XXXX, leaving us {$500000.00} short to complete our contracted construction project. We were forced to use our savings to pay the contractors as much as we could to try to make up for this enormous shortfall by XXXX XXXX XXXX. We experienced a life changing medical issue with my wife in XX/XX/XXXX and as a result she passes out with great frequency, is almost completely bed ridden and requires 24/7 supervision and care. After numerous requests for assistance, XXXX XXXX XXXXXXXX did not provide notice of loss mitigation options until XX/XX/XXXX, at which point we submitted a complete loss mitigation package on XX/XX/XXXX containing our most personal and financial information and were provided acknowledgment of receipt. This first complete loss mitigation package went unanswered. On XX/XX/XXXX we received notice that our loan was being sold/transferred from XXXX XXXXXXXX XXXX, XXXX to XXXX XXXX XXXX. On XX/XX/XXXX XXXX XXXX XXXX offered a suggested settlement or short payoff of {$600000.00} and told me that they purchased the loan from XXXX XXXX XXXX at a great discount and that XXXX XXXX XXXXXXXX took a big loss on it, I requested time to try and make it happen. After many back-and-fourth 's they suggested that we submit a loan modification request package, which was submitted to XXXX on XX/XX/XXXX, with receipt confirmation dated XX/XX/XXXX. The package went unanswered. We submitted another complete mortgage assistance package and they confirmed receipt on XX/XX/XXXX. Still no answer. On XX/XX/XXXX we submitted another complete loan modification request package and we continued communicating with XXXX XXXX and the XXXX escrow department by email up until XX/XX/XXXX. They were not aware of what was happening and suddenly our calls and emails went unanswered. It was then revealed that the mortgage was again sold/transferred, this time to XXXX XXXX XXXX. We had no choice but to start all over again. From XX/XX/XXXX to XX/XX/XXXX the file was assigned to three different single point of contact ( SPOC ). Through XX/XX/XXXX XXXX had assigned a total of eight different SPOC 's to the loan. On XX/XX/XXXX we were provided notice that the loan would be transferred to Shellpoint and that the loan was actually sold to a new investor/owner on XX/XX/XXXX. So, we were required to start all over again. Immediately upon receipt of notice of transfer I called Shellpoint on XX/XX/XXXX several times and was given one point of contact, XXXX in their loss mitigation department, who apparently seemed professional and compassionate regarding our hardship and story. On XX/XX/XXXX we received notice that Shellpoint assigned a new single point of contact, XXXX XXXX. As requested, we submitted another complete borrower assistance package on XX/XX/XXXX. The package consisted of 83 pages containing our most personal and financial information as well as HIPAA protected health information on my wife 's very serious medical condition. The same day, confirmation of receipt of the complete package was received by Shellpoint and stated it would take 30-60 days to process and to sit tight until we heard back from Shellpoint. On XX/XX/XXXX we received a letter stating that we had not sent documents as required. That same day I called and was told that ALL of the documents were confirmed received and the file was still in review and all is well. On XX/XX/XXXX we made another request for loss mitigation options. Shellpoint then required that we submit another complete package. On XX/XX/XXXX we submitted another complete package with all updated supporting documents. On XX/XX/XXXX a notice/letter was provided stating that our request was complete and in process and further stated that they would not refer the mortgage/property to foreclosure ; or if the process had already started they would not initiate a sale, which they did. We had to file a bankruptcy to stop the sale and this went on and on. Shellpoint 's numbers were so far off from reality, it was totally impossible to get a representative to understand our position as I was told that the numbers on their screen were accurate. They were not! Shellpoint stated that our interest rate was 7.375 % and our monthly mortgage payment was {$9200.00}, when the actual interest rate per our Adjustable Rate Note was actually 2.875 % and our monthly mortgage payment was {$3500.00}, which we were trying to modify. It was apples and oranges and I could n't get anyone there to see it as it should be. Shellpoint testified under oath that the current interest rate was 7.375 % with a monthly mortgage payment of {$9200.00} per the adjustable rate note. However, the documents speak for themselves. The actual documented interest rate per the Adjustable Rate Note is based upon 1 YEAR XXXX plus 2.25 %, which averaged out during the past five years to approximately an annual percentage rate of 3 % with a monthly payment of approximately {$3800.00}. After years of both written and verbal notifications of these egregious accounting errors no effort was made to right the wrong. This fraudulent conduct prevented us from receiving a proper mortgage modification as required by federal banking laws. As detailed in our forensic experts report we were eligible and qualified for a loan modification based upon the experts review of our submissions for loan modification and using the correct numbers per the Adjustable Rate Note. NO attempt was made by the banks or servicers to correct their accounting errors putting us into a fraudulent and financially insurmountable category of owing 256 % more than the actual required monthly payment as reflected by the loan documentation. Years of requests by us to get this corrected were constantly ignored and never passed on to alleged assignee 's and/or Servicers of the mortgage. Years later we discovered in the Official Land Records of XXXX County that on XX/XX/XXXX XXXX XXXX XXXX, XXXX Sold/Assigned our XXXX XXXX XXXX to XXXX XXXX XXXX XXXX and on XX/XX/XXXX XXXX XXXX XXXX XXXX Sold/Assigned our XXXX XXXX XXXX directly to a XXXX XXXX, both of which are well after Shellpoints involvement and the notices of XX/XX/XXXX and XX/XX/XXXX as stated above. So, it appears that XXXX XXXX XXXX, XXXX was the owner of the mortgage all the way up to XX/XX/XXXX, which completely contradicts what we were told from each, as stated above and WHY did XXXX XXXX XXXX XXXX Sell/Assign the mortgage less than 4 months after purchasing it from XXXX XXXX XXXX, XXXX? Something is very wrong here. On XX/XX/XXXX, Shellpoint took our Family Farm to a foreclosure sale based upon these fraudulent numbers and actions and we are working with the authorities to stop if from conclusion, as we will be left homeless, with a completely XXXX wife/Mom and our Family Farm business stolen from us, all under false pretenses. I have assembled 6 large binders, all in chronological order, containing all of these documents and more and are happy to provide them at the appropriate time and upon your request. These banks and servicers MUST be held accountable for these horrific actions. Thank you so much for your very kind help!
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| 04/08/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I received on XX/XX/XXXX an envelope from my tenants addressed to " OCCUPANTS '' of a NOTICE OF ACTION TO FORECLOSURE on my property that they occupy. It was then that I learned that my home was purchased by XXXX XXXX, XXXX for a tax lien in late XXXX.
XXXX XXXXXXXX sold my home loan to NewRez Mortgage Company ( hereinafter referred to as NewRez ) in XXXX. I learned via research that taxes are due in XXXX XXXX County, MD in XXXX and XXXX annually, respectively, when paid in halves over a period of one year. When NewRez purchased my mortgage loan from XXXX XXXX in XX/XX/XXXX, they ASSUMED ( instead of vetting through a proper Quality Assurance process ) that XXXX XXXX was up to date on paid XXXX taxes ( XX/XX/XXXX XXXX. NewRez paid the taxes in the amount of {$2800.00} on XX/XX/XXXX assuming that their payment was for the XXXX half of the year - Payment in Full for XXXX ( Attachment ( 1 ) - line item dated XX/XX/XXXX, Tax Bill 1 Disbursement ). Assuming my property tax account was current, they sent me a surplus check in XX/XX/XXXX in the amount of {$890.00} ( Attachment ( 1 ) - line item dated XX/XX/XXXX, Surplus Disbursement ). They did not do a thorough review of my account ; otherwise, they would have vetted non-payment of my property taxes by XXXX XXXX prior to any surplus disbursements.
I visited and spoke with the XXXX XXXX County Tax Office Financial Supervisor ( Mr. XXXX XXXX XXXX' ) on XX/XX/XXXX, about this matter. He provided me with information regarding the entire process on tax liens and tax sales on properties with delinquent taxes. According to him, when the latter is the case, the County does NOT accept any payments forward until the prior year 's delinquent tax debt has been collected/paid in full. Additionally, payment can not be made to the Tax Office until all legal and court administrative fees have been paid in full. In this case, payment would be made to XXXX XXXX, XXXX for legal and court administrative fees ( Attachment ( 2A ) and Attachment ( 2B ), respectively - email and invoice from XXXX XXXX, XXXX ). Because the taxes on my property were not fully paid in XXXX, the County 's Tax Office refused XXXX 's tax payment from NewRez in XX/XX/XXXX. The County notified NewRez of the delinquent tax debt dating back to XXXX and informed them that payment in full would need to be received before they could accept any tax payment for XXXX. When the County refused acceptance of the tax payment in XX/XX/XXXX, NewRez instead sent me a surplus check in the amount of {$2800.00} since they were not able to pay the first half of the XXXX taxes ( Attachment ( 1 ) - line item dated XX/XX/XXXX, Surplus Disbursement ). They did not make an attempt to correct the outstanding XXXX tax debt, nor did they attempt to make any additional tax payments in the calendar year XXXX. As well, I was not notified of the tax discrepancy or the County 's position when a surplus check was mailed to me. It appears that finally in XX/XX/XXXX the house was purchased for taxes by XXXX XXXX, XXXX. No tax payments were received by the County in XXXX as a result of the delinquent taxes due for the year XXXX.
I made my first phone call to NewRez when I received the NOTICE OF FORECLOSURE envelope from my tenants on XX/XX/XXXX. I inquired about the status of my mortgage account in that I had never been late on a payment. I informed the phone representative that I was being sued by XXXX XXXX, XXXX. They assured me that whatever I had received must be in error as my account was current and had never been delinquent. I studied the package and lawsuit carefully over the weekend. I again phoned NewRez on XX/XX/XXXX. I spoke to XXXX, phone representative, who told me that they sent XXXX XXXX, XXXX a check in the amount of {$2800.00} on XX/XX/XXXX, but she didnt know why nor did she know who XXXX XXXX was. She stated that the account notes indicated that a " special payment '' was to be sent to them, but no other information was provided in the notes. I emailed to them a copy of all delinquent tax bills dating back to XXXX ( I had received them from Mr. XXXX XXXX XXXX XXXX County Tax Office Supervisor ). I also emailed them the entire 46-page lawsuit XXXX Maryland XXXX XXXX XXXX # # # # # # XXXX on this day. I phoned back on XX/XX/XXXX, but was told by the representative that although they are in receipt of my email package ( with attachments ), it would be 3 - 5 business days before someone would follow up with me regarding the contents of my email. There was a suspense date of XX/XX/XXXX before an additional interest penalty would be assessed onto the delinquent tax account. No-one followed up with me. On XX/XX/XXXX, I phoned NewRez and spoke to Mr. XXXX XXXX, NewRez phone representative, who informed me that the notes reflected an escalation to my account on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, by XXXX ( the 3rd party providing payments to tax offices on behalf of a respective mortgage company ), but he couldnt see what the issue was and why the escalation to my account occurred. That information wasnt provided in the notes at the phone representative level according to him. I spoke to the County Tax Office on that same day, Mr. XXXX XXXX XXXX, who informed me that it appears that XXXX ( on behalf of NewRez ) was doing something to my account with a tickler deadline date of XX/XX/XXXX which happened to be the due date that the next monetary interest penalty would be assessed to my property tax account. I followed up several more times with NewRez all of which times I got the " run around. '' A high level manager, Ms. XXXX XXXX, informed me on XX/XX/XXXX that my account was fine ; my house had not been sold for any tax lien ; my house had never been in foreclosure ; NewRez had never received any email or paperwork from me ( I had previously verified the prior week that the paperwork ( email and attachments ) was indeed received ) ; I was never being sued by XXXX XXXX ; she didnt even know who XXXX XXXX was ; she didnt understand what I was talking about, etc. I spoke to XXXX XXXX XXXX, a first line supervisor, the following day ( XX/XX/XXXX ) who confirmed that indeed a payment was made to XXXX XXXX, but she didnt understand why. She did admit that it appeared that something was going on with my account, but the end result of my conversation with her was that someone would call me back with information. I never received that phone call. I confirmed with the County Tax Office ( Mr. XXXX XXXX XXXX ) the following week that the account was paid up-to-date, and he provided me with receipts via email ( Attachment ( 3 ) - XXXX County Property Taxes Receipt ) ( Attachment ( 4 ) - XXXX County Property Taxes Receipt ) ( Attachment ( 5 ) - XXXXl XXXX County Taxes Receipt ). In early XXXX, I also followed up with XXXX XXXX XXXX ( XXXX ) office at XXXX XXXX via email that all legal and court administrative fees were paid to his office by NewRez ( XX/XX/XXXX, {$2800.00} ). His assistant provided me with a receipt as well ( Attachment 6 - Legal and Court Administrative Fees Paid - Request for Property Redemption Release ). As my court date was scheduled for XX/XX/XXXX, I noted that XXXX XXXX XXXX ( XXXX XXXX ) had filed a Motion to Dismiss my case. The Motion to Dismiss was granted with prejudice ( Attachment 7 - Circuit Court of Maryland Case Information ). I received a " Certificate of Redemption '' freeing my home from the foreclosure/tax sale process and the tax lien XXXX Attachment 8 - Certificate of Redemption ).
Because NewRez present day still remains steadfast in their claim that my home was never in foreclosure and my account was always current regarding payment and taxes, I anticipated they would append all interest penalties, and court administrative and legal fees to my escrow account. And they did! Ive had at least 2 conversations with first line phone representatives with promises that someone from their QA/Tax/Escrow Account Office would return my phone call. That call never happened. However, in one of the 2 conversations I had, the representative, a young lady, was passive aggressive with me telling me that her name was some XXXX cartoon characters name ( I learned the following day that her name was XXXX XXXX ). I made a request for an escalation and eventually received a letter dated XX/XX/XXXX ( Attachment ( 9 ) ) from NewRez dba ( doing business as ) ShellPoint Mortgage thanking me for providing them with a past due statement and informing me that they made payment as follows without the explanations that I provided below : XX/XX/XXXX {$2800.00} - XXXX XXXX, XXXX ( legal/court administrative fees ) XX/XX/XXXX {$80.00} - Tax XX/XX/XXXX {$270.00} - Tax XX/XX/XXXX {$710.00} - Tax XX/XX/XXXX {$5500.00} - Tax XX/XX/XXXX {$2600.00} - Tax TOTAL TAX COSTS INCLUDING INTEREST PENALTIES = {$9200.00} Additionally, in the letter there is no mention as to why payment was made to XXXX XXXX, XXXX nor did they acknowledge ANY of the delinquent property tax interest penalties paid or XXXX XXXX as the buyer of my homes tax lien. Also, they did not acknowledge or address the lawsuit for the foreclosure/tax sale ( court date XX/XX/XXXX ). They only stated that ALL taxes were paid. They paid in total an amount of {$12000.00} and explained nothing to me as to why a normal tax year of approximately {$5500.00} in XXXX XXXX County, XXXX, MD ( Attachment ( 10 ) ) turned into {$12000.00}.
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| 12/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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TO WHOM IT MAY CONCERN, My mortgage has been bought and sold two times in the past three months. I received no notification other than an email from the purchaser each time. These emails went to my spam folder and I searched for any mortgage related information because I noticed that my automatic mortgage payment had not processed. In all cases, I set up automatic payments with the mortgage servicing company in good faith. In all cases I expect that my payments will be processed until I ( the consumer ) have been properly notified and onboarded to the new service company.
This has not been the case. Neither time that my mortgage was sold was I notified appropriately. By this I mean I must receive notification in writing from the current owning institution that the mortgage has been sold, and I must receive notification in writing from the new mortgage owner with instructions regarding what I need to do to set up my payments. Then after I have been onboarded to the new service company, and only then, must my automatic payment be discontinued with the original company, e.g. the one selling the mortgage instrument. The discontinuation must only take place after the new mortgage payment arrangements with the new mortgage company have been established and verified, and I provide an acknowledgement to the selling institution that I wish to discontinue my payment arrangement with them.
Current Situation and Historical Facts in This Matter : The original service company for my mortgage is " XXXX XXXX XXXX '' ( XXXX ). XXXX ; XXXX ; XXXX XXXX XXXX XXXX XXXX, NJ XXXX I set up automatic payments with the XXXX institution when I bought my home in XX/XX/2019. On or about XX/XX/2019, XXXX sold my mortgage to Shellpoint Mortgage Servicing ( SMS ).
Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX XXXX or call us at XXXX http : //www.shellpointmtg.com/ I received no written notification of this new arrangement either from XXXX or SMS. The only communique was an email that I came across by chance from Shellpoint. I contacted Shellpoint, was informed they had acquired the mortgage, and set up automated payments with Shellpoint. Payment was established XX/XX/2019.
On or about XX/XX/2019, SMS sold my mortgage to XXXX.
XXXX Mail code XXXX XXXX XXXX XXXX XXXX, LA XXXX XXXX Based on conversations with XXXX I have learned that SMS is under the misconception that I am " two mortgage payments behind. '' SMS discontinued my automatic payments ; I have bank statements detailing this fact. SMS is negligent in so doing because : 1 ) SMS canceled my payments without alerting me ; 2 ) SMS canceled my payment without my consent ; 3 ) SMS subsequently alleges that I am behind on my mortgage payment ( s ) to them, but this condition was created by SMS ' own action ; 4 ) SMS, if they reported this to credit bureaus, is intentionally harming me. Any rational thinker would suppose that some part of SMS ' fiduciary system is broken. SMS claim is patently absurd. SMS can not cancel my automated payment, and then claim that I have not paid. To reiterate, the reality of the situation is that SMS is negligent ; 1 ) By canceling my automated payments without my knowledge or consent ; 2 ) By then reporting to the credit agencies that I am the responsible party and to blame for the late payments.
Based on deduction, it is clear to me that SMS does not have a firm grasp of their own internal processes. I suggest that at the very least a team of SOC1 Statement on Standards for Attestation Engagements ( SSAE ) 18 auditors should be dispatched to examine the SMS process and procedure to uncover the flaws that clearly exist. The most likely cause of this scenario is most likely something very similar to this scenario : 1 ) SMS is drawing funds from my bank to service my mortgage ; 2 ) SMS initiates a process by which my mortgage is bundled for sale ; 3 ) SMS discontinues my automated payments ; 3 ) SMS completes the sale of mortgages to XXXX ; 4 ) SMS does not verify with me that I am aware of and prepared for this new development ; 5 ) SMS realizes that the sale of mortgages comes after payment is due, therefore SMS needs to receive payment ; 6 ) since the SMS payment automation no longer works, and I the so-called responsible party have no knowledge of the internal activities of SMS, my payment is not forthcoming because to my knowledge I am enrolled in an automated payment process for the mortgage ; 7 ) SMS reports me to the credit agencies. This is outrageous. Such willfully negligent behavior by SMS must first be uncovered by SOC1 auditing, then once uncovered, this negligence must be addressed via sanctions or harsher actions in order that this atrocious behavior is publicized and summarily discontinued. Finally, SMS must repair their internal systems based on the SOC1 SSAE 18 report, so such unfortunate situations do not arise in the future. Again, I have never received any form of communication from SMS regarding these developments. SMS did not verify that I was aware of the developments with my mortgage. Nor did SMS go to any lengths to ensure my safety or wellbeing throughout any of the process. SMS by all indications is only looking out for SMS. Therefore, SMS has failed in its fiduciary duty to me as the servicer of my mortgage, and the failure is due entirely to SMS negligence.
To recap, I have received no written notification of this new arrangement either from SMS or XXXX. The only communique was an email that I came across by chance from XXXX. I have contacted XXXX to gather information and set up automatic payments with them. Hence, in addition to my obligation to set up yet another automatic payment scheme, this time with XXXX, I am in the unfortunate situation of disabusing SMS of the notion that " I am behind '' in my payments. In fact, SMS is willfully negligent, and is the direct cause of this situation because they have failed in their duty to process my automatic payments. Apparently, SMS, and XXXX, believe that they have no obligation to me to process my payments when they have washed their hands of the mortgage. Nothing could be further from the truth, because when these " mortgage servicing companies '' fail to pay as per our arrangement, without verifying with me that payment new payment methods are in place, then I, the consumer, am imperiled. This situation is unacceptable.
Clearly something is wrong with this process, as the consumer is the last to know that the mortgage arrangement has changed. It is incomprehensible that the consumer, the individual most vulnerable and susceptible to damage, is left out of the process completely. The consumer is left out that is until it is time to pay the piper. Then the consumer is expected to heave ho and produce. This " responsibility '' so conceived exists weather or not the consumer has been informed or has enough knowledge to pay whichever servicing company is now the " owner '' of the loan.
Therefore, it must be mandatory that these servicing companies contact the consumer and verify that consumer is aware of the developments regarding such an important credit instrument. The consumer must be made aware of developments regarding the consumer 's important loan. This contact must be established and verified before the new servicing company takes the lead on servicing any loan. The consumer must have awareness of the situation and this understanding must be verified by the two service companies involved.
This has not been the case, for me, and as a result, according to XXXX, SMS now claims that I am two payments behind on [ my ] mortgage. This although I have previously established automatic payments with SMS. Therefore, SMS is negligent in its obligation to me ( the consumer ) to service my loan. The same situation occurred in the case of the transfer from XXXX to SMS. XXXX did not process my automatic payment, and as a result it was suggested I was late in paying the new owner, SMS. Actually, XXXX is negligent in its obligation to me ( the consumer ) in servicing my loan. Where are my interests, and the interests of the consumer in all this high-flying finance? Clearly my interests, and the interests of the consumer, are unimportant, subjugated, irrelevant ; the consumer does not even come into the equation on his/her loan except as a footnote after the fact. Clearly, somebody must pay for all this ; that falls on me the consumer.
At this juncture, XX/XX/2019, I am in the unenviable position of needing to advocate for myself with the SMS the manifest unfairness of these developments. I am now situated such that I must converse with SMS regarding notions of " fair play, '' in lending practices and in the buying and selling of mortgage instruments. This is the crux of the issue then, to me a mortgage represents my home, something acquired with great personal sacrifice, and a safe happy family. To the bank a mortgage is a financial tool. To the bank a mortgage is an impersonal device, an appliance crafted to derive profit.
This entire exercize is a needless waste of time and effort, as it is due entirely to the negligence of the mortgage servicing companies. At this point it is clear who suffers the damages. It is not the large institutions. In fact, it is the " small player, '' the consumer who bears the brunt of this outrage.
Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX
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| 01/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX We are writing in hope that you can provide us some assistance or put us in contact with someone who can help us to resolve this matter. We are not looking for financial support but instead seeking direction on how to resolve the misappropriation of monies paid and late fees charged by our lender ( Shellpoint Mortgage Servicing/NewRez, INC. ). Shellpoint Mortgage Servicing is using predatory tactics and harassment while benefitting financially through the CARES Act all the while assessing customers late charges and incidental charges. We are also filing a complaint with the Consumer Financial Protection Bureau but we are not sure if that is the correct process given the circumstances and are seeking your guidance, as we truly do not know where else to turn.
In XXXX of XXXX, Shellpoint Mortgage offered a forbearance program under the CARES Act to delay payments to those affected by the Pandemic. The forbearance period was initially for three months and as explained by the lender could then be either extended, deferred, or process a loan modification. We were also told that we would not accrue late charges or negative credit reporting while on the program. Due to the loss of income earlier in XXXX, it was necessary for us to enter the forbearance program for XXXX, XXXX & XXXX. Prior to the conclusion of the three month forbearance term, I contacted my lender to inquire about having the three months deferred to the end of the loan. ShellPoint had assigned a representative, Mr. XXXX to assist us with the process. Although the website indicated that no paperwork was necessary to be considered for deferment, Mr. XXXX asked that we provide the full packet of documents in the event the committee denied our request for deferment and we needed to proceed to a loan modification. Also, in order to start the deferment processes, we had to remove ourselves from the forbearance program.
When we entered the forbearance period, Mr. XXXX asked if we could make partial payments and informed me that a partial payment would reduce what is owed at the end of the period so we agreed to pay what we could during the 3 month period which totaled {$2700.00}.
Starting in XXXX, we removed ourselves from the Forbearance program and began making our full mortgage payment at the same time we asked for a deferment of the three months owed and were told the review process would take 5-7 business days. In XXXX we were asked to provide the full packet of documentation including check stubs, tax statements, hardship letter, bank statements, etc. which we provided as we continued to make our full monthly mortgage payment. This continued through XXXX, XXXX and early XXXX with Shellpoint continually asking for resubmittal of documents, additional documents or clarification. Please note, we quickly and completely complied with each request while following up with our representative at least weekly. Each month we continued to make our normal full monthly payment which includes our escrow. During this same period, our assigned point of contact was changed to Mr. XXXX and we started the process over.
It was not until XXXX that a Shellpoint representative informed us that our normal monthly payments, which we started making in XXXX, were in fact being applied backwards to the period we were in forbearance. Additionally, Shellpoint had assessed late charges for each month from the time we exited the forbearance plan XXXX XXXX XXXX and started the deferment process which is not what was told to me by the multiple assigned point of contacts from the time we started this journey in XXXX. These late charges are continuing to assess even now, almost eight months later.
In XXXX, Mr. XXXX asked again for specific documents in order to complete our packet. We quickly provided those documents along with follow-up letters to ensure completeness and we thought we were finally in the final stages of approval. XX/XX/XXXX we were given a new assigned point of contact Ms. XXXX and the process started yet again. She laid out a repayment plan and informed us for the first time that we were denied deferment or loan modification. To summarize, at this point, we were 152 days into a process that we had been told repeatedly would only take 5-7 days. All the while, Shellpoint was assessing late fees even though we were making regular, full monthly payments since XXXX. Ms. XXXX gave us a grand total ( see below ) which included all late fees, an additional fee to have someone drive by our house and harass us in a rather menacing manner, and the amount did not reflect the monies we had paid while we were in forbearance ( a total of {$2700.00} ). She informed us that those monies were applied to escrow and that was a separate account so it did not reduce our payment of what is owed for the three months in forbearance. Keep in mind, our total monthly mortgage payment includes our escrow!
I asked that those monies we had paid be reassigned as partial payments and she informed me that a different department ( loan servicing ) was responsible for re-assigning those funds and removing late charges. We then immediately contacted loan servicing via email and as of yet, have had no response from them. There is no direct line to that department, no means to transfer a customer to that department, and as of recent, we were informed that they would reply via regular mail. As of this writing, we have received no correspondence from that department. However, Shellpoint mortgage calls my wife and me several times a day and when we explain the variance between what we paid versus what we owe the representatives are unable to make any adjustments and can not direct us to a person that can correct this error.
When I explained to Ms. XXXX that I should not have to pay an additional {$2700.00} that was already paid she told me that if it was not paid that Shellpoint would place a lien or foreclose on the property if the total amount due is not paid.
As you can see, this is not what we were told would happen by multiple Shellpoint Mortgage representatives under the CARES Act. Prior to this, we had never missed a mortgage payment in our 30 years of home ownership and we feel Shellpoint Mortgage has us over a barrel and we have no avenue in which to fight this. Please note, we are not attempting to get out of paying what we legitimately owe but we do not want to pay an amount which we already paid in good faith nor do we feel late payments are in order as we were told they would not be assessed. We have been actively working to resolve this since late XXXX. Shellpoints 5-7 day window for deferments/loan modification processing has extended now into almost 8 months. We simply want them to reallocate our payments to our mortgage and not our escrow and we want them to remove late charges that we were told we would not be accruing. We also do not feel we should be charged for the person they sent to our home to harass us. I can not overstate how unsettling this was! We were literally speaking with Mr. XXXX the night before as we had been weekly in our attempt to get a decision on our deferment.
Shellpoint makes it mandatory that you exit the forbearance program and then applies any and all payments backward while charging you late fees knowing you could not possibly ever catch up. This is predatory, if not criminal. As it stands right now, if I never miss another payment, I will accrue late charges each and every month for the remainder of my loan unless I double up on payments. I want these practices to stop. I want the harassment to stop and I want adjustments made to the amount owed to reflect what we have already paid minus late fees and harassment charges ( {$65.00} for a drive by property inspection ). Also, when we have tried to make an additional payment to begin to get caught up to where we feel we should be, we are told they can only take the full payment ( again not taking into consideration the {$2700.00} already paid ). It is obviously in Shellpoints best interest to never make a decision on deferment or loan modification as they continue to charge a late fee of {$200.00} month after month. It is obviously in Shellpoints best interest to never make a decision on deferment or loan modification as they continue to charge a late fee of {$200.00} month after month.
I appreciate your assistance and guidance and look forward to hearing from you. We truly do not know where else to turn and desperately want to get this resolved as soon as possible.
In summary : Amount we should owe Forbearance Period XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} Total Due {$15000.00} Less partial payments made during forbearance XXXX {$1000.00}.
XXXX {$1700.00} Total {$2700.00} Less an additional payment made on XX/XX/XXXX of {$5000.00} Current balance due should be {$15000.00} - {$2700.00} - {$5000.00} = {$7200.00} Shellpoint Mortgage says we owe XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} Total Due {$15000.00} Plus Property Inspection drive by assessment {$65.00} Plus Late Fees for ( XX/XX/XXXX-XX/XX/XXXX) even though those monthly mortgage payments were made {$1200.00} Total of {$16000.00} less the extra payment made in XXXX of {$5000.00} = {$11000.00} The difference in what we say we owe verses what Shellpoint says is : {$4000.00} ( {$11000.00} - {$7200.00} )
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| 01/12/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX : Received a letter in the mail on XX/XX/XXXX from my Condo Insurance Company stating that my insurance had lapsed and was cancelled XX/XX/XXXX at XXXX as the initial payment was not received. They stated that I had 15 days from that date to make the payment to get the policy reinstated. I immediately called NewRez Mortgage ( Shellpoint Mortgage Servicing ) to question why my Condo Insurance was not paid. The Representative stated that it had been paid and provided check numbers. Then upon further investigation, she finds that it had in fact, NOT been paid and could not explain why. She assured me that a check would be sent out by XX/XX/XXXX and I should call my insurance company and let them know a check was coming. She and I reviewed the information for which the premium should be sent to ( name and address ) and we got off the phone. I called my condo insurance company immediately after and confirmed a check would be sent XX/XX/XXXX.
XX/XX/XXXX : Noted an Insurance Premium Disbursement in the amount of {$550.00} on my statement.
XX/XX/XXXX : Upon review of my account I found that NewRez Mortgage ( Shellpoint Mortgage Servicing ) had charge me a late fee of {$67.00} on XX/XX/XXXX. I knew this to be an error as I usually pay my mortgage well before the XXXX of the month. As I investigated the problem further I found that on XX/XX/XXXX they took my regular bi-weekly mortgage payment in the amount of {$1300.00} and applied it as a Principle Only Payment. I also found that in XX/XX/XXXX another one of my bi-weekly regular payments was applied as another Principle Only Payment in the amount of {$1300.00} disrupting my payments. I then called NewRez Mortgage ( Shellpoint Mortgage Servicing ) and began questioning them as to why they were applying my payments as Principle Only and charging me late fees. She stated that it was a computer error and was because I did not make ACH payments through NewRez Mortgage ( Shellpoint Mortgage Servicing ). It was then explained that I have made all payments through my bank every other week since XX/XX/XXXX without issue. I requested that these errors be fixed and flagged to decrease the possibility of repetition, and I wanted the late fee removed immediately. She then stated it would take 3-5 business days to be corrected and reflect correctly on the account.
XX/XX/XXXX : After speaking with NewRez Mortgage ( Shellpoint Mortgage Servicing ) in the morning I then received a phone call from NewRez Mortgage ( Shellpoint Mortgage Servicing ) in the afternoon and of course I answered the call as I believed it would be in regards to the accounting errors. The XXXX XXXX woman ( who was very hard to understand ) requested that I hold for her manager, so I agreed to wait. The male XXXX XXXX man that got on the phone started the conversation with, Why havent you responded to our letters and phone calls! I began asking him what his phone call was in regards to because I did not receive any letters or phone calls from Shellpoint. He started yelling at me, You need to listen to me ... I explained that I am not interested in being solicited for a mortgage refinance and not to call my home again. I work the night shift and sleep during the day and again I did not want to be solicited ever again. This man was so disgusting, he told me to go back to bed, and I will call you anytime this financial institution warrants him to call. He then began to state that he wants to talk with me about a LOAN MODIFACTION. Again, I told him that I am not interested and ended up hanging up on this man because he would not take no for an answer. When I got off the phone, I was overwhelmed with the idea that this might be a scam phone call but my caller ID said it was Shellpoint and I began to investigate why my own Mortgage company would be calling me trying to pressure me into a Loan Modification. And it seems that because of the obvious account errors in the form of Principle Only Payments, it looks like I am not paying my mortgage on time and the late fees flagging Shellpoint to call me. I have since written a letter requesting no further solicitation from NewRez LLC/Shellpoint including in the mail, email, text message or phone calls.
XX/XX/XXXX : Called NewRez ( NewRez LLC/Shellpoint Mortgage Servicing ) again in XXXX regarding XX/XX/XXXX & XX/XX/XXXX payments applied as Principle Only Payments again. I requested to speak to a supervisor and got hung up on/disconnected. I was also calling about the accounting ledger provided from both my online account and from the statements mailed to me. I explained that I was unable to determine what exactly has been corrected as all the transactions have the same date, and it makes no sense what they have done with my mortgage payments. I requested that an accurate accounting ledger of actual payments, noted on the actual dates the payments were made and then the actual date they fixed the payment be mailed to me immediately. I have not seen anything from NewRez showing actual dates. And the manager on the phone informed me it would take 24-48 hours to see the changes applied from the XXXX accounting mistakes.
XX/XX/XXXX : Found a major water leak inside the walls of my Condo.
XX/XX/XXXX : Filed a claim with my Condo Insurance provider XXXX. Representative informed me that XXXX, my adjuster, would be in contact with me in 1-2 business days.
XX/XX/XXXX : One week after claim filed with XXXX Condo Insurance called as I have not heard from anyone at XXXX regarding my water leak. Called and spoke to a representative who told me that she did not have XXXX, the adjusters telephone number and would have to leave him an email. When I asked her if it was normal company policy for it to take a week to make contact with their customer to start processing a claim? She stated, no. She stated XXXX would call me the next day.
XX/XX/XXXX : Received a call from XXXX, claims adjuster for XXXX Condo Insurance, and he informed me that I did not actually have a policy with his company. He gave me the phone number to the Condo Underwriting Team to clarify what has happened.
XX/XX/XXXX @ XXXX : Spoke with representative from Condo Underwriting Team at XXXX. She informed me that my policy had been cancelled for non-payment on XX/XX/XXXX. They never received any payments from NewRez/Shellpoint but stated that NewRez had called them twice prior to cancellation letter had been sent to my home. On XX/XX/XXXX @ XXXX and also XXXX. Two different representatives called requesting a cancellation letter be faxed to XXXX. There has been no further communication about payments. XXXX states to have NewRez call them and if a payment has been made they will retro back my insurance and cover my claim.
XX/XX/XXXX @ XXXX : Spoke with a representative about XXXX Condo Insurance not having been paid. Representative informed me that it had been paid by CK # XXXX sent on XX/XX/XXXX and that the check had cleared on XX/XX/XXXX. I then requested for her to call XXXX and give them the check numbers and resolve this with them. She placed me on a HOLD and called the insurance company. She came back and said she was not able to call them and needed 24-48 hours. I then informed her of a noted transaction on my XX/XX/XXXX Mortgage Statement that says on XX/XX/XXXX Insurance Refund {$550.00}. If they paid my condo insurance why was there a refund for insurance? She stated she would need to investigate and call me back.
XX/XX/XXXX : XXXX from NewRez called and left a message. I called her back at XXXX, and she disclosed that they had mailed a check to the wrong company to the wrong address. It was mailed to XXXX XXXX XXXX and not my insurance company XXXX XXXX XXXX XXXX. I did not understand how they had the wrong company since they had paid them before, there were no changes in insurance companies and I called in XXXX to confirm they were being paid! I then asked her what the company policy was regarding informing the customer of an insurance loss or lapse. She stated, You should have been notified by letter in 7 days and that did not happen. I informed her that moving forward I would have to consult an attorney and that I am requesting that my loan be sold to another company. She states, I will move this along to my supervisors for further investigation.
Because NewRez LLC/Shellpoint Mortgage Servicing did not pay my insurance premium in XX/XX/XXXX I went unknowingly 3 months without Condo Insurance. Had I known they did not actually pay it, I would have paid it myself. No premium payment ment I had no policy with XXXX and ultimately NO CLAIM. I have had to come up with {$5200.00} out of my own pocket a week before XXXX. I have since sent a demand letter to NewRez/Shellpoint Mortgage Servicing to be reimbursed for the damages. This has been a huge emotional and financial burden.
I have serious concern about the accounting practices of NewRez LLC/Shellpoint Mortgage Servicing. I have had to call and speak with them every month on how to apply my payments. They charge late fees when it is their accounting error. They do not complete the basic tasks of managing an escrow account, for example paying insurance premiums on time and providing an accurate accounting ledger of mortgage payments. I would like for NewRez LLC to sell my loan to ANYONE else, as I have lost confidence in their ability to manage my loan.
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| 05/18/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We have had a long-standing issue since last XX/XX/XXXX with our mortgage company, NewRez. Prior to this, our mortgage was owned by NewPenn Financial and they became NewRez on XX/XX/XXXX, we had no problems with them until XX/XX/XXXX. The problems commenced in XX/XX/XXXX and haven't stopped. We have a VA loan with a fixed rate.
They seem to be great over the phone but when we check the account to see if problems have been fixed, it seems to get worse. Our statements are an absolute nightmare to follow because they can't even get the payments right when pulling from our account. Our account is set up to pull bi-weekly payments and put a little towards principal every month. Our payment is {$720.00} monthly and we pay bi-weekly payments of {$400.00}. They started changing the way they process our payments in XX/XX/XXXX and the mistakes didn't hinder our account until we were notified of a late payment in XXXX. Here is a detailed list of all dealings with them since we were notified of a problem in XXXX.
XXXX My husband called and talked to someone because of the late notice we had received in the mail.
XXXX My husband received a call back and asked about the late payment and if I was able to pay it. He had talked to someone yesterday and said they had fixed the problem. They said ok and hung up.
In XXXX, my husband reviewed the mistakes on the account all the way back to when the account had no errors. He found errors all the way back to XX/XX/XXXX.
XXXX We received another phone call asking about a late payment. They checked the account and said the funds had been put in the wrong place and they would fix it.
XXXX My husband called back to verify that the payment had been fixed and they said yes.
XXXX My husband called and talked to XXXX and she tried to help. She transferred him to XXXX because the payment had been submitted as a principal only and should have been a regular payment. She put in a request for XX/XX/XXXX to change the payment of {$400.00} from principal only to regular payment.
XXXX My husband called back @ XXXX and spoke with XXXX and transferred to XXXX . They changed the principal only payment of {$500.00} on XX/XX/XXXX to regular payment. XXXX requested that all principal only payments from XX/XX/XXXX to now reapplied to mortgage. She asked that he call back on Monday XX/XX/XXXX.
XXXX XXXX verified bi-weekly payments with my husband were set up with them instead of through the bill pay on our bank account. They transferred him to a payment specialist. XXXX transferred him to XXXX in customer service and said they couldn't go back more than 90 days to adjust payments. She said she would forward my concerns and to call back in 3-5 business days.
XXXX I called on this day because my husband was busy, and we had received a statement with mistakes on it again. I talked to XXXX at XXXX XXXX and he reversed the payment on XX/XX/XXXX for {$500.00} from a principal only payment to regular payment. He also reversed the payment on XX/XX/XXXX for {$54.00} from a principal only payment to regular payment. He had also told me that if we could make a payment in the amount of {$150.00} that it would put as paid up and we would be a month ahead again, which is what we try to do.
I got off the phone and let my husband know that I had talked to them, but he had more questions. We called back a little while later.
XXXX We both talked to XXXX XXXX XXXX XXXX and she looked at our account again and they didn't have any payments scheduled to come out for XXXX because they didn't want us to get ahead. So they said no payments would come out until XX/XX/XXXX. I explained to them that the reason we had our payments set up that way is so we could be paying a month ahead. I had them schedule two payments for XXXX. One for XX/XX/XXXX in the amount of {$400.00} and one on XX/XX/XXXX for {$400.00}. She verified that we would be paid through until XX/XX/XXXX.
XXXX We called again because we checked the payment online to make sure it had been processed correctly, and they had made another principal only payment. I talked with XXXX at XXXX XXXX and she tried to help us but was very nervous. We asked to speak to a supervisor, and she got XXXX on the phone at XXXX XXXX. XXXX apologized and said there had been several mistakes and that she would fix the principal only payment on XX/XX/XXXX to a regular payment.
XXXX It was processed incorrectly and had been processed as a principal only payment.
XXXX The payment was changed to an unapplied payment and corrected to {$400.00} and a payment was processed.
XXXX We called at XXXX XXXX because the payment had not been taken out of our bank account. We spoke with XXXX XXXX and he assured us that his department no longer handled these issues and you had to submit your questions or concerns through an email, and they would take care of it. XXXX.
XXXX We called back at XXXX XXXX and spoke with XXXX XXXX and she was happy to help us fix the problem and processed the payment for us.
XXXX My husband talked to XXXX with mortgage services and they transferred him to customer service where he spoke with XXXX XXXX . She suggested stopping bi-weekly payments until the past bi-weekly payments were fixed. We did not do this because there was no guarantee that they would be fixed, and we wanted to make sure they were getting the payments.
XXXX- We had received a bill in the mail saying that our escrow was short and needed to make a surplus payment to catch up the escrow on our account. They changed our bi-weekly payment from {$400.00} to {$430.00} without our permission. My husband called and spoke with XXXX XXXX. She said the escrow would increase the payment so the bi-weekly payments would increase because they assumed that I wanted to continue the {$80.00} overage for principal every month. She changed the principal only payment of {$590.00} on XX/XX/XXXX to cover the {$490.00} shortage on Escrow so it should be {$490.00}. The remaining {$100.00} would go to principal. It should show online in the next 72 hours ( XXXX now ) and should show by XXXX on XX/XX/XXXX.
XXXX The escrow shortage has not yet been corrected as I was told on XX/XX/XXXX it would be, I called and I talked to XXXX XXXX XXXX XXXX and asked about payment history and why money wasn't moved to Escrow like it was supposed to be. The principal only payment on XX/XX/XXXX will also be fixed. The account has been flagged on XX/XX/XXXX for updates. The principal only payment on XX/XX/XXXX for {$430.00} would be redirected to unapplied payment status.
XXXX It showed on the account history of the escrow shortage being fixed on this date and the principal only overage applied of {$100.00}.
It also showed on XX/XX/XXXX that the two payments in XXXX both in the amount of {$430.00}, one on XX/XX/XXXX that was supposed to have already been moved back to unapplied payments and the other on XX/XX/XXXX that had been applied to principle only were both removed from principle only and redirected and classified as principle adjustments which according to the principle balance were just principle only payments.
On XX/XX/XXXX- we received a statement in the mail saying they were changing our payment amount to {$370.00} bi-weekly, again without our permission. Then they took a bi-weekly payment in the amount of {$370.00}.
XX/XX/XXXX We checked our online account and found that our XX/XX/XXXX payment has not been made because they had improperly applied both payments in XXXX to principle only payments.
I called and spoke with a customer service rep who transferred me to a specialist named XXXX who transferred me to XXXX in billing. I explained the situation to XXXX I explained that my bi-weekly payments were being improperly applied as principle only, XXXX put in a request to change both XXXX payments from principle only to cover the XX/XX/XXXX payment.
I also explained to XXXX that the amount of my bi-weekly payments had been changed twice, both times to amounts other than what I had specified in the bi-weekly automatic payment enrollment form that I had signed and sent to them in XXXX. I explained to her that I had been told previously the reason for the first change was that they assumed that I wanted to maintain the {$80.00} overage that was originally set up and that I had explained back then that I wanted the amount to stay at {$400.00} and was assured that it would be fixed. I explained that when they changed my bi-weekly payment amount the last time that they had dropped the bi-weekly payments to {$370.00} and that it needed to be fixed. XXXX informed me that the amount was based on the monthly payment amount and since the escrow amount had changed that the monthly payment amount had changed and I would have to send a new bi-weekly automatic payment enrollment form showing the new monthly payment amount in order to change the bi-weekly payment amount. I asked her how it was changed twice without me sending a new for directing the change, I also told her that according to their policy they can not change the amount of my bi-weekly payments without my permission. She spoke to her supervisor and informed me that she would notify the bi-weekly payment department to follow the directions on the form I had previously sent in and my bi-weekly payments would be reset to {$400.00}.
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| 03/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Below you will find an overview of the history Year XXXX : Loan was transferred to New Rez / Shellpoint Mortgage in XX/XX/XXXX.
Payment amount was {$760.00} Balance as of XX/XX/XXXX {$58000.00} Payments to New Rez ( XX/XX/XXXX XX/XX/XXXX ) XX/XX/XXXX entered into a temporary forbearance for a period of 3 months Balance as of XX/XX/XXXX - {$56000.00} ( ref letter dated XX/XX/XXXX from Shellpoint Mortgage Servicing ) Payment to Shellpoint Mtg ( as of XX/XX/XXXX stmt ) {$800.00} ( escrow only ) XX/XX/XXXX forbearance extended to 6 months XX/XX/XXXX forbearance extended to 9 months *continually receiving letters stating Federal Law requires notification every 180 days that loan is more than 45 days past due Year XXXX - XXXX : XX/XX/XXXX - forbearance extended to 12 months XX/XX/XXXX Forbearance plan ended. I was advised Shellpoint had no other options to assist in circumstances although the hardship was not resolved. I was advised via letter of the four options the company offered ( deferment, Loan Modification, Replayment plan and reinstatement ). Upon speaking with a customer service rep directly I was told the only options available to me was the Loan modification or reinstatement which at the time required a payment of {$17000.00}.
XXXX Received letter from Shellpoint dated XX/XX/XXXX stating the following : AVOID XXXX XXXX by XX/XX/XXXX. Statement directly from the letter, Step 1 In order for us to delay referring your mortgage to foreclosure or suspend foreclosure proceedings if your loan has been referred to foreclosure. You must make your first Trial Period Plan payment by XX/XX/XXXX, which is earlier than the scheduled due described below ( in the letter ) and we will stop the foreclosure process.
Trial Period Plan Payments listed in letter # 1 Due by XX/XX/XXXX in the amount of {$780.00} # 2 Due by XX/XX/XXXX in the amount of {$780.00} # 3 Due by XX/XX/XXXX in the amount {$780.00} I was advised that I could either make the trial payments and enter into a loan modification upon successful completion of the trial payments or pay the full amount due. If not, the company would proceed with foreclosure procedures. Given I could not pay the full amount I agreed to the trial payments and subsequent loan modification. During the 90 day trial period I was not provided any additional information regarding the modification. I did make all required payments. At the end of the 90 day trial I was sent the loan modification agreement. I was immediately concerned about the term and how the payment was increasing and wanted to look into refinancing with another company. It is important to note the day I believe I spoke with a rep regarding concerns over the agreement and timeframe for me to review/submit the modification agreement i had a personal family tragedy and mentally and emotionally I was in a bad state of mind, thus I was delayed in reviewing and sending the modification document back. I remained in contact with Shellpoint throughout to request additional time to review and I continued making payments each month. My concerns were that I did not believe the modification agreement offered was not fair and acceptable and was putting me a adverse situation from where i started when this was suppose to be positive assistance offering due to COVID from the federal government to me for the following reasons : 1- The term was being extended to 40 years although there was approx. 15 years remaining on the current mortgage 2- The balance went from {$56000.00} to {$65000.00} Due to the time between receipt and my review and the pressure by Shellpoint to accept the modification or pay the full balance to avoid possible foreclosure, in XX/XX/XXXX, I signed and retuned the agreement with the intention to refinance the mortgage with a different company for more fair terms and conditions. When the modification was processed and I reviewed the transactions on the Shellpoint website I could not clearly interpret ( 1 ) where and how the payments I had made were processed, ( 2 ) if I was given proper credit for the payment at the time paid to ensure interest was calculated fairly and ( 3 ) how the balance increased by {$8900.00}.
I reached out to Shellpoint and tried to get them to clearly explain the modification to me to my understanding. I was given vague responses, told I needed to talk to the modification department, but I could not be transferred to them directly, the rep would submit a request and someone from the areas would contact me. I was never contacted. I additionally submitted a request on the customer portal asking for information on the backdating of payments to ensure credit when the payments were made/received.
In the meantime, I applied with another company to refinance the mortgage with cash out to cover some damage and needed repairs at the house. A rep from the company contacted me immediately to discuss the application and to obtain additional information. I was advised I was not approved for the mortgage because of recent delinquency on my credit report. When I inquired with the credit bureau I found that Shellpoint was reporting my account as over 180 days past due. This status was reported on or around XX/XX/XXXX, after I have made the 3 trial payments, maintain payments throughout my personal situation and signed and submitted the modification documents. I had to open a XXXX credit card and drain my savings account to make the repairs to the house. Going forward, I have maintained all monthly payments on the account. In XX/XX/XXXX, I received a call from a company stating they were calling to set an appt for an over the phone notary appointment to sign my loan modification. I had no idea what they were referencing, but when I went to make my XXXX mortgage payment, I could not do so on the website or app the payment option was blocked and it showed my next payment due date as XX/XX/XXXX and the regular payment amount due was {$28000.00}. I tried calling Shellpoint but could not get anyone so I sent a message on the app through the contact us option. When I finally spoke to someone, I was advised a new modification agreement was sent to me and needed to be signed. Obviously, I would be totally confused I received no call, no letter, no kind of notification thus no explanation as to WHY. I had just entered into a loan modification in XXXX so why are they doing another one to which the rep could not explain and advised I needed to contact my POC or the loan modification department. But she could not be transfer me, but she sent a message and someone would contact me. I did come to learn from a rep something which she said the rate but would not elaborate was wrong with the terms of my loan modification agreement that needed to be corrected and documents were sent in XXXX. Well I was traveling with my husband and had not received any documents, she advised she would have them mailed out again. When asked for additional information she too said I needed to talk to the loan modification department. I finally received the documents in XXXX and Ive since contacted them to address the issues as they are still attempting to force me into a 40 year mortgage term. I do not understand why without discussing any additional options with me it is fair or reasonable for Shellpoint to take away my freedom of choice and force me to take a mortgage with a remaining term of 15 years to 40 years. Upon my questions, I was again told the loan modification dept would have to address those concerns, the department XXXX cant be transferred to, given a direct number to call and I would have to wait for them to respond back. To date, XX/XX/XXXX I have never spoken to anyone from the loan modification department.
Additionally, because they have blocked my account pending the receipt of the signed modification agreement I can not make payments. With the due date being the 1st, late charges accrue on the XXXX. I choose to make my payments on the XXXX of the month for tax purposes. In XXXX and XXXX I was unable to process my payments because of the block and I do not believe I should have late charges as a result as it is my right to make my payment on the XXXX.
In conclusion, before I am forced again out of desperation resulting from Shellpoints lack of communication and clarity and facing threats of taking my property, I am reaching out to your organization for assistance in this matter.
Update : Since writing the above draft I have had communication with Shellpoint. I received a call on XX/XX/XXXX. The rep advised the modification is to correct the interest rate. I was charged 6.375 % but because it was a Covid modification the rate should have been 2.875 % and the new agreement is needed to process the change. I questioned about the ability to decrease the terms from 40 years and the rep advised modifications require the 40 year term across the world and I had two options : ( 1 ) accept, sign and return the modification agreement at the terms shown by the due date ( 2 ) bring the account up to current by paying the balance of {$21000.00} ( {$31000.00} is total amount due minus {$9300.00} in unapplied payments ) or I assume Shellpoint will proceed with foreclosure. In telling her I was not aware of the due date, she confirmed via email the due date is XX/XX/XXXX.
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| 02/14/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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Im writing to request your support in helping me share what Im going through with others allowing them to see the gaps of why homeowners should have a say in who holds the dead to their home until the loan is paid off. I am also trying to gain support from my dad as well so that I can raise awareness and the funds required to pay off his home as well. Im going to write and stand before law making citizens doing all that I can to bring change to the rights of homeowners. I just pray that its not too late to save my dad, anyone willing to help him can send funds directly to Shellpoint loan XXXX but please keep a copy of the receipt because they have yet provided proof of our payments as of today and the one they did, reflects that it was received in the wrong month as if its accurately notated. Im asking that anyone willing to read my letter or will allow me to share my story please dont hesitate to contact me with the information I have provided below. I have worked within the XXXX XXXX XXXX XXXX for more than 15 years and while I work to inspire XXXX to achieve XXXX Im torn from the inside with knots in my stomach not knowing if we will be put out due to poor records by a mortgage lender. I also spoke of this matter on XXXX news, Im willing to provide to anyone that request it.
XX/XX/2019 was a year for unpleasant extremes in customer interactions with XXXX and when we thought things were getting better we found that it was the beginning of the worst when we were never properly notified that XXXX our mortgage company filed for bankruptcy. This information didnt come to us in a timely manner until after the new mortgage lender had assumed the responsibilities of a company that hadnt followed through with managing the accuracy of payments nor communication. In fact they would often have individuals that would provide a variety of information for a customer to figure out what is accurate.
My father had his struggles with payments, but he always paid to maintain his accounts and due to his pension being reduced after fifteen years of retirement of working with the XXXX XXXX XXXX system as what they identified as an error my father found himself on a fixed income and still in the red to maintain in. When I learned of this I immediately stepped in. My father 's health isnt its best and he has his good and bad days but the constant battle of dealing with what we were told would be handled by Shellpoint has yet happened.
When it came to our attention that Shellpoint was whom the payments would be handling the payments we felt that maybe we will gain a better service and be able to move forward, when we finally received our 1st initial conversation from Shellpoint we was told that they would contact XXXX and no worries we will have the payments updated once we complete our communication with XXXX, which never happened. Due to shabby paperwork XXXX stated to Shellpoint according to what was communicated to us that they have no proof of the money orders. We was never allowed to hear any of the conversations ourselves we have always had to go based on hearsay, for all we know those calls never took place. At that time, which is the month of XX/XX/2019, we needed to show proof of the money orders because XXXX had no proof of them. We produced proof of the payments through XXXX for XX/XX/XXXX for XXXX XXXX for XXXX and XXXX for the original amount of XXXX, which was made with a postal money order. I made more than what was required for the XXXX and XXXX because I was trying to get it where my dad would eventually have a month in advance of credit on the account but at that time I was told once the XXXX payment was posted and the other two money orders were verified that the account would be current, and thats when we realized we was receiving lies and poor customer service with Shellpoint in fact we begun receiving stacks and stacks of letters in regards to the payments that was made, then they started coming certified and when we called we would sit on hold for more that fourth five minutes to talk to a person that we was told unable to be reached they he would tell us that he would schedule our calls and still call when he got ready stating he was on another call.
The month of XXXX came and the mail and calls increased and at that point we was being threatened and being told we need to pay for what we have already paid and the demand amount increased because at that time XXXX was included. We was also communicating with a young lady named Ms. XXXX, she stated that she was taking over and that she apologized for the all that we have gone through and that she was going to make it right, we have no hope at this point because she was saying the same script that MrXXXX XXXX was stating because nothing was changing but prior to Ms. XXXX fully taking over Mr. XXXX called and stated that XXXX confirmed the XXXX payment which meant we were awaiting the XXXX money to be verified and the XXXX to be posted. I was told to hold the XXXX payment by Ms. XXXX because she said she didnt want it to post until the other payments caught up to the system so that it would reflect as it should. She also communicated to me that due to the inconvenience she was going to remove all the other errors because my fathers account was reflecting that the payments was made by check when they were made by money order so Ms. XXXX said that she was removing all of the NSF charges and that she was going to remove all penalties because the money orders were being held up because they were trying to verify them and meanwhile my father was being charged as of today those fees have been reapplied and the documents have been altered to make it reflect that we owe. My XXXX and Mr. XXXX both stated they was unable to gain direct communication from XXXX and why would they be honest at this point they have nothing to lose because its already being lost, but my father will become homeless and so will I because I now reside with him because hes afraid of being in the home if fear this matter wont be resolved and he will be put on the streets when he has paid this already.
We paid the following with money orders. Please review the money orders I have included.
XX/XX/XXXX {$840.00} XX/XX/XXXX {$840.00} XX/XX/XXXX {$800.00} XX/XX/XXXX {$800.00} - {$3200.00} which is only {$3200.00} Meaning that XX/XX/XXXX payment should only reflect {$730.00} because I paid an additional {$72.00} dollars and I was told that all of the fees and penalties were being removed for the poor service and communication and the amount of time it took for this matter to be brought to her attention. She contained she was going to make it right and that she understood because she would feel the same if it was her father being treated as my father was. I took over and she verified that my father was being threatened with I guess you will lose your home or borrow from someone or this need to be handles now, even when Ms. XXXX said that the calls would stop they didnt they continued even more and nothing was done about it and the mail continued and still do to this day and telling me to tell my dad to ignore it simply wasnt happening and doesnt clear the matter up.
Many of the letters that came to us reflected a variety of amounts within the same month. In the month of XX/XX/XXXX we was told we owed {$1600.00} then the amount decreased to {$1500.00} on XX/XX/XXXX, then a letter came in XX/XX/XXXX saying that we was now owing for XXXX, XXXX, XXXX, and XXXX but none of the money orders sent from XXXX had been applied and XXXX was on hold per Ms. XXXX, which I was advised after my XX/XX/XXXX pay period, even then she told me that when that payment arrived I would only owe for XXXX, so why is our balance now {$2400.00} and including penalties Ms. XXXX said it would be removed. How we still owe three months when we have paid out a total of four payments from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We only owe for the current month of XXXX. And to have Shellpoint to act on faulty paperwork from a company like XXXX that is filing bankruptcy due to the negligence of not handling or conducting safe practices with customers and their accounts saddens me beyond and simply wrong when you are doing this to an elderly person. My XXXX aked for me to send her once again any and all copies front and back or information on the money orders/payments which none was made by check.
After many attempts with Ms. XXXX, I felt that she wouldnt be honest about the communication so I recorded it and she stated that this would be resolved and that she was removing these charges, Im asking Shellpoint to do whats right give my dad hope and allow him to feel confident that we have some good companies that truly cares, Im asking you all to keep the words that was provided to us which was no worries we will take care of you. This matter has totally broken my father down, he was a great father, husband, son, and employee, he was always helping others and being an valuable asset within the communities among us. He was a dedicated man to anything placed before him even perfect attendance on his job over 30 years. If I had the XXXX to pay off this loan I would, but due to my medical situation I cant financially assist more than I am.
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| 08/14/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
Servicemember |
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Ive been a victim of Identity Theft & Securities Fraud. My rights per FDCPA Fair Debt Collection Practices Act & FCRA Fair Credit Reporting Act have been violated. I just received a notification alert, XX/XX/XXXX, from my XXXX Identity Theft prevention account showing ( NR/XXXX ) aka Newrez XXXXShellpoint Mortgage Servicing used my Social Security Number for the 3rd time to do unauthorized bank adjustments for {$360000.00}. I made an identity theft report # XXXX to the FTC Federal Trade Commission. Furthermore, this week I received a letter from the XXXX XXXX XXXX XXXX XXXX office alerting me of an unauthorized deed filed. I spoke with them to proceed with an investigation in an effort to prevent real estate fraud. The paperwork notice shows an unauthorized Corrective Grant deed was filed on XX/XX/XXXX, ordered by XXXX XXXX XXXX XXXX XXXX ( hired by Shellpoint/Newrez , a debt collector ). It seems they are conspiring together to swindle & steal my property through theft and conversion & trying to falsify records & transfer title of my property. They are violating 15USC 1692 false, deceptive & misleading representation, in connection with the collection of any debt such as the false representation of the Character or legal status. Theyre purporting an invalidated debt under false pretenses USC title 18 section 1001,2071,2073 ( falsifying records ) & its illegal for attorneys to purchase debt & then file lawsuits which they also did saying they made a mistake on the legal description of title so they are trying to sue for title when they have no lawful right, they arent the real party of interest, nor holder in due course. Shellpoint admitted multiple times they are just the servicer ( not the owner ) so they have no enforceable right to foreclose or collect this invalidated debt. They are also violating 15 USC1692d ( 1 ) & 1692e ( 2 ), e ( 3 ) e ( 4 ) e ( 6 ) & 1692f ( 6 ) threatening to unlawfully repossess my property & I need help enforcing my federally protected consumer rights. Please delete this fraudulent account that involves identity theft within 4 business days per 15USC 1681-c2.
Despite my many good faith efforts since XX/XX/XXXX, to get this account verified, validated and settled, Shellpoint has continually failed & commit abusive & unfair practices. It appears to be willful and negligent behavior at this point as its been over a year of disputing. Shellpoint never notified the credit bureaus from the beginning that this debt was in dispute since XX/XX/XXXX, violating 15usc 1692c ( 8 ). They have violated 15 USC 1692c & b where the collector must cease collection activities until the debt is validated. Furthermore the credit bureaus continually report inaccurate & negative information causing defamation of character & damage to my credit score preventing me from purchases. When I notified the credit bureaus on XX/XX/XXXX of the fraud and identity theft thy put an alert on my accounts ( see credit report ), but nothing further was done because they said Shellpoint didnt respond to them. Reported inaccuracies on my credit report continued which violates 15USC 1692a2a ( i ) late payments are illegal on credit reports.
On XX/XX/XXXX I sent Shellpoint a Validation of debt letter through certified mail # XXXX with green return receipt requested. I asked them for complete payment history which they didnt provide. It should have gone back to XXXX when I originally consumed the property. Shellpoint also failed to provide the correct Original Creditor & address violating 15 USC 1692g ( a ) ( 5 ), and further reported false dates, amounts & many other inaccuracies violating 15 USC 1692g. Shellpoint also gave out my personal info to several unauthorized 3rd parties, including XXXX XXXX XXXX XXXX XXXX without my permissible purposes violating 15 USC 1681b. This has caused further harassment as they have sent people trespassing the cease and desist over 10 times all hours of the day and night causing stress for me & my family. They have further violated my privacy rights by dropping papers off without an envelope violating the Privacy Act of 1974 & 15U.S.C. 6802-6805 failing to properly notifying me of my rights to opt out. They had multiple people deliver papers to several wrong people & wrong addresses, inconvenient place to me, causing defamation of character & reputation, further violating 15 USC 1692 b & c.
Ive been notified of Securities Fraud by XXXX that ( NR/SMS/CAL ) used my SSN 3 times for bank adjustments for themselves. It shows ( NRXXXX ) did a bank adjustment for {$350000.00} on XX/XX/XXXX & for {$350000.00} on XX/XX/XXXX, & then the one on XX/XX/XXXX on amount stated above. This is further violation of 15 USC 1681i5 & 15USC 168s-2b. It seems every 4 months they do charge offs but they fail to delete the account. According to the IRS, when a debt collector charges off an account it should be deleted from credit report. I emailed shellpoint asking for a receipt copy of the charge off but they ignored me. They further fail to delete this account. It appears at this point as willful noncompliance & negligence at this point by Shellpoint as this has been going on over a year. This is violation of 15USC1681n. I plan to do a securitization audit if needed to go to court to see how many times NR/SMS/Cal actually securitized this loan already paid off and discharged many times over which is illegal.
On XX/XX/XXXX I had sent Shellpoint/Newrez XXXX XXXX an affidavit of truth/conditional acceptances titled Lawful Notice Affidavit of Truth Conditional Acceptance via registered mail # s XXXX XXXX. # XXXX XXXX # XXXX # XXXX with return receipt requested for signatures and received proof of service. The affidavit had approx. 50 points of non-disclosure & fraud I discovered, while enduring infirmity & hardship, including asking for proof of claim from them on valuable consideration & the proof of the 8 points of a lawful contract with my wet-ink signatures which shellpoint/newrez couldnt provide which is unconscionable. I notified Shellpoint that they are in collateral estoppel and are to Cease and Desist and they never honored that and they are continually reporting inaccurate late payments violating the FCRA, per 15 USC 1681.
In XX/XX/XXXX still had no response so I sent Shellpoint/Newrez a notice of fault with an opportunity to cure with my notarized fee schedule via registered mail # s XXXX, # XXXX, # XXXX # XXXX all with return receipt requested and all proof of service were obtained. By XX/XX/XXXX still no response from so I issued a Certificate of Default in Dishonor, XXXX XXXX, as they acquiesced to the facts by their silence, standing as truth in commerce through the Maxims of law in equity. I also issued a XXXX XXXX with all the added up violations committed against me added up to over XXXX XXXX dollars & wrote it will be treble in damages if after 30 days. The registered mail # s for those were XXXX # XXXX, XXXX, and # XXXX all with return receipt requested & signed by the Federal Post Office witness on my Firm Book. Shellpoint further failed to cease and desist and failed to delete this fraudulent account.
Months later, on XX/XX/XXXX I received a letter from Shellpoint dated XX/XX/XXXX, Shellpoint stated they couldnt provide the proof of claims or contract I was requesting, and made excuses that my questions were too broad, & they are just the servicer ( not the owner ) of the loan and that they dont have the documents ( contract ) Im requesting nor my wet-ink signature etc. ( see attached ). They said they would comply with a QWR, qualified written request and yet when I had sent them a notarized QWR on XX/XX/XXXX they gave the same excuses & still couldnt validate the debt properly. However, instead of ceasing and desisting and erasing the fraudulent inaccurate account, they kept trespassing & harassing as Shellpoint hired XXXX XXXX XXXX XXXX XXXX who has consistently harassed & trespassed on our property at least 10 times all hours of the day & night stressing me and my family out. They also dropped off papers to wrong people at a wrong address without an envelope for privacy, violating due process & privacy rights and more. Shellpoint/Newrez stated they made a mistake on the legal description of title however they were never authorized in the first place. They are now trying to steal my property by falsifying records to unlawfully foreclose without any lawful rights to enforce the note as they do not have the original note, now wet signature, nor proof of claim of valuable consideration, nor the correct original creditor information and there is a major bifurcation/break in the chain of title not recorded properly in the county recorders office making any note unenforceable. These many violations including 15USC 1692E ( 3 ) & 1692i ( b ) were committed & need to be stopped. My privacy rights per the privacy act of 1974 were violated & 15USC 1692c ( b ). Shellpoint has admitted for the record they are just the servicer ( not the owner ) and could never properly validate the debt. They must cease and desist all collection activity & these abusive practices must stop. Please help enforce this and delete this fraudulent account immediately. Thank you.
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| 01/22/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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To Whom It May Concern : In recent months we have been in communication with our Representative at Shellpoint Mortgage, XXXX ( XXXX ) XXXX, as well as a XXXX XXXX and XXXX XXXX, in regards to our mortgage being sold to Shellpoint from XXXX XXXX XXXX ( which by the way, was sold to XXXX by XXXX XXXX in XX/XX/XXXX ). Needless to say, it has been a disaster, and all downhill ever since our mortgage moved to Shellpoint. Mr. XXXX recommended that we reach out to Shellpoint 's " Escalations Department '', but nothing has been resolved and no door to communication has been opened between us to date. Mr. XXXX repeated the same reasons, excuses and apologies that you will see listed below, but no help whatsoever to date ). Here is the situation in a nutshell - On XX/XX/XXXX and XX/XX/XXXX our home was impacted by Hurricane Irma, and we sustained thousands of dollars in damage to our home. Due to this fact, XXXX offered us a grace period to not make payments, while avoiding late fees, penalties and interest, so that we could focus on repairs, check into insurance, etc. We were to resume our regular payment schedule during a " trial '' period XXXX, XXXX and XX/XX/XXXX and then be re-evaluated. We have records of payments on the following dates : XXXX ( XXXX agreed payment ) XXXX XXXX-SHELL WEB PMTS {$1100.00} XXXX ( XXXX agreed payment ) XXXX XXXX-SHELL WEB PMTS {$1100.00} XXXX ( Should've been XXXX Payment ; please see explanations below ) XXXX XXXX-SHELL ACH PMT {$1200.00} XXXX ( First trial/modification payment to XXXX before given to Shellpoint ) XXXX XXXX : XXXX XXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX MORTGAGE PYMT - XXXX {$1200.00} Below is a general timeline of what took place when following through on our XX/XX/XXXX agreement with XXXX XXXX XXXX : XX/XX/XXXX - made first payment to XXXX XX/XX/XXXX - made multiple calls to Shellpoint to arrange 2nd payment, only to be told " we are unable to take a payment at this time since we have not received all necessary paperwork from XXXX. Many are experiencing the same thing. Thank you for your patience. Please call back and try again in coming days. '' Again, we attempted multiple times in XXXX ( they do have record of all these calls ) XX/XX/XXXX - Same reply as XXXX, however, told by XXXX XXXX that if we want to make a payment he would take it, but still no paperwork and sorry for delay. We felt uncomfortable making the XXXX or XXXX payments due to the lack of organization between XXXX and Shellpoint, therefore held off a bit longer, only to begin receiving certified letters telling us that we are facing foreclosure. Also, at this time it was advised by XXXX XXXX that we move to a new program that would go to 40 years with a payment around {$1100.00}, but Mr. XXXX ADVISED AGAINST US DOING SO, " because it was not a good offer compared to what we have ; it would add 10 years, so just hang in there '', therefore we declined ... but paperwork remained as if we had accepted! So, then BOTH opportunities had passed by this time due to poor, or lack of any, communication ...
At this point we truly felt that we were floating at sea sharing one plank of wood between XX/XX/XXXX Complaint Print XXXX XXXX XXXX XXXX XXXX 3/6 the two of us ( me and my wife ). XX/XX/XXXX - After speaking with XXXX XXXX we chose to make the XXXX payment, I believe this was XX/XX/XXXX in the amount of {$1200.00} so as to avoid any lingering threats by mail. At this point all paperwork still not fully transferred and we are told that " many XXXX clients have had the same issue and we are sorry for all '', etc. Same thing we've heard each time contacting someone. [ Note - XXXX XXXX was extremely helpful, and really tried to remedy all in XXXX/XXXX, but XXXX is ALWAYS difficult to reach and offered no true assistance, just excuses and apologies ). In the meantime, more threatening certified letters arrive about foreclosure, but we are assured by every person we contact at Shellpoint that " these letters are automated and not to be concerned '' ; but because the letters needed to be picked up at the US Post Office and signed for, this caused a huge amount of anxiety and unnecessary stress for me and my wife. XX/XX/XXXX - Spoke with XXXX and XXXX again, this time to find out that there is no record of an XXXX payment!! Even though we have record in our bank account ( I can provide this information ) and it was XXXX XXXX himself that took the payment! In addition, we've discovered that our credit report at this point begins to show 150+ days past due on our most important payment ... our mortgage!! This has absolutely destroyed our credit! This has also made it impossible to refinance and start fresh ; we have had cards cancelled by creditors and are now struggling to keep up with all. So, the same person that initially advised against us going with the 40-year plan, and the same person that took our payment then could not find record or remember ( XXXX " XXXX '' XXXX ) is recommending at this point that we begin this new program of 40 years, etc. in XXXX to keep the home from going into foreclosure. So, this is what we felt forced to sign up for ; no issue on our end, just very bad business on their end! But we pay the price! Our credit, our reputation, our mental and emotional turmoil, etc. Certainly, it's our belief, that anyone would have been uneasy to make additional payments at this point ; so XXXX was not paid so that we could begin fresh, with the new plan for XXXX - XX/XX/XXXX. So, we've made the XXXX payment in the amount of {$1100.00} in XXXX and the XXXX payment of the same amount in XXXX ( please see notes from our XXXX XXXX statement above ). Finally, I was told today that we should contact you with this complaint, and it was mentioned that XXXX may have sold off to Shellpoint due to some legal issues regarding how they've treated consumers, such as us. Although we have nothing personal against any person listed in this complaint, we do have it with Shellpoint Mortgage, and we want our credibility restored via our Credit Report, etc. We want this to be made right, and we want the opportunity to refinance with a reputable company. In fact, we really need to get this resolved as soon as possible. According to Shellpoint we are 180+ days late on our payments and this is simply not true, and this is not our doing ... it's just unacceptable. Can you help us? Please contact us at your earliest convenience.
ALL OF THE ABOVE WAS IN MY INITIAL COMPLAINT FILED ON XX/XX/XXXX COMPLAINT NUMBER - XXXX-XXXX Since that time we agreed to jump through all of the hoops created by Shellpoint and set up a 2nd Modification Agreement ( TPP ). We reluctantly made the XXXX, XXXX, XXXX payments and received a letter in XX/XX/XXXX, after our XXXX payment stating " Congratulations! You are CURRENT ''. On the same day we received a separate letter from Shellpoint stating the opposite ; that " we have not yet received your notarized documentation to honor the TPP '' and a veiled threat that will be reported to credit and foreclosure could become a factor, AGAIN!!! Once again, the right hand does not know what the left hand is doing and we are stuck in this perpetual spin cycle with no resolution. On XX/XX/XXXX ( 2 days ago ) I was notified by all credit monitoring agencies that we are 120+ days past due on our mortgage and our credit score dropped at least 80 points overnight!! So, I called Shellpoint today and spoke with XXXX XXXX ; she has enlightened me with the following facts : 1. Shellpoint knew that we could not make payments within 60 days of XXXX moving the mortgage to Shellpoint, yet we were not given this information and in XXXX WE WERE PUNISHED ( her exact words ) due to THEIR oversight/mistake. Yet, we still moved to a terrible 40 year mortgage setup and jumpled through the 2nd TPP hoops.
2. XXXX XXXX told me today ( XX/XX/XXXX ) that there is NOTHING indicating that we are late, nor that anything has been or should be reported as such on our credit, yet, it very clearly is as of today. XXXX said that " by all I see here you are current and never been reported late, etc. '' We have spoken with an attorney that said we " definitely have a case '' ; we are getting a retainer together now, and that most of this falls under FDUTPA - The Florida Deceptive Trade Practices Act.
Again, we are receiving two different documents on the same day from Shellpoint that contradict one another ( we have much proof to provide ). This has caused a major amount of stress, unneeded upset, mental anguish and needs to be made right ASAP!!!
The first complaint filed was simply ignored because Shellpoint is only going by " what they see in the computer '', but my feeling is they must have TWO FILES for us and they are not paying attention to the erroneous one causing all the problems!
They owe us an apology, a credit above and beyond the heartache, and they need to put us back to 30 years at 3.875 % with the remaining balance of around {$190000.00}!
This is unlawful, unacceptable, incompetent and unethical on multiple levels!
Help us!!
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| 08/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am writing to file a formal complaint against Shellpoint Mortgage Servicing ( " Shellpoint '' ) regarding their unfair and deceptive foreclosure practices that have led to substantial financial and emotional distress. It is with great concern that I bring to your attention a series of actions by Shellpoint that appear to violate established consumer protection laws and regulations. I believe these actions have directly contributed to the wrongful foreclosure of my property located at [ Property Address ].
Background : In XX/XX/XXXX, I made the life-changing decision to purchase my home for {$470000.00}, which, according to recent valuations, is now estimated to be worth around {$700000.00}. At the time of purchase, Shellpoint was the designated servicer for my first mortgage, which amounted to approximately {$410000.00}. My monthly mortgage payments were consistently met, totaling {$2300.00}, until XX/XX/XXXX. This was when Shellpoint claimed that I owed an additional {$150000.00} in various fees, a contention that triggered an ongoing dispute over the actual loan amount.
The heart of the issue stems from my participation in Shellpoint 's forbearance plan during the COVID-19 pandemic, which concluded on XX/XX/XXXX. Following the forbearance period, Shellpoint extended a three-month trial plan to me, promising that if I made all three payments on time and in the correct amount, my mortgage would be modified to accommodate the previously unpaid amounts from the forbearance period. Initially set for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, the payment dates were later shifted to XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, to better align with my financial circumstances.
It is crucial to note that, in response to the trial plan, I received an email communication from a Shellpoint loss mitigation specialist, who stated that my trial payment would amount to {$2200.00}. Curiously, this figure differed from the payment amount listed on my mortgage statement, which still indicated {$2300.00}. Nevertheless, I meticulously made the three trial payments in the amount of {$2300.00}, adhering to the adjusted schedule. The transaction activity on my mortgage statement corroborated these timely payments, and Shellpoint even reported to credit agencies that all three payments were accurately received and processed. To my surprise, however, approximately seven days after the second trial payment was submitted, Shellpoint returned the funds, asserting that there were insufficient funds in my bank account to cover the payment. I find this assertion puzzling, as my bank confirmed the availability of funds in my account throughout the entire seven-day period both before and after the payment was returned. Strangely, I never received any notification from Shellpoint indicating insufficient funds, a practice they had followed in the past when warranted. Adding to my bewilderment, my inquiries about this issue to my designated single point of contact at Shellpoint remained unanswered or inadequately addressed.
Eventually, I did manage to establish contact with my single point of contact at Shellpoint, albeit after a significant delay. By the time this contact was established, interest rates had surged considerably, causing Shellpoint to reject my loan modification application due to the resulting high payment amount resulting from the elevated interest rates. This rejection marked a pivotal turning point, as Shellpoint subsequently initiated foreclosure proceedings on my property. The foreclosure process formally commenced on XX/XX/XXXX, with an initial foreclosure sale scheduled for XX/XX/XXXX. However, this sale date experienced multiple postponements, rescheduling for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and ultimately culminating in a final foreclosure sale date of XX/XX/XXXX.
Additional Complications : In the latter part of XXXX, my household experienced a roof leak that caused extensive damage to the master bathroom of our residence. To address this issue, our insurance provider, XXXX XXXX, approved a sum of {$25000.00} for necessary repairs. We received a check intended for both us and Shellpoint, the latter receiving roughly {$12000.00}. Intending to utilize these funds for repair work, we forwarded the check to Shellpoint with the expectation that they would return the funds to us for engagement with a contractor. To our astonishment, Shellpoint fragmented the {$12000.00} into four smaller payments of approximately {$3500.00} each. This division of funds placed us in a predicament, as most contractors required the full amount upfront. As a result, my spouse and I opted to tackle the repairs ourselves, navigating the restrictions that Shellpoint had imposed on the use of these funds.
The culmination of these unfortunate circumstances occurred in a manner that deeply affected the property 's market value. Specifically, the incomplete state of the master bathroom following the roof leak damage had a direct bearing on potential buyers ' perceptions of the property. This was exacerbated by the fact that buyers seeking conventional mortgageswere unable to proceed due to the presence of an unfinished bathroom, a condition that precluded approval for conventional loan underwriting. As a direct consequence, the market value of the property plummeted below the outstanding mortgage balance, rendering the property 's sale an unsustainable solution.
In light of these predicaments and as a contingency measure, my family decided to list the property for sale. Despite our best efforts, it became apparent that the unfinished bathroom negatively impacted the property 's marketability, resulting in offers that fell short of the mortgage balance. Consequently, we applied for participation in Shellpoint 's short sale program, a step we believed would enable a more amicable resolution.
The Short Sale Program Fiasco : This is where the situation took a further turn for the worse. I received XXXX separate letters from Shellpoint, dated XX/XX/XXXX, and XX/XX/XXXX, respectively. Both letters expressed conditional approval for participation in the short sale program, provided that specific requirements were met. These requirements pertained to short sale marketing and the submission of necessary documents for evaluation of offers. The timeline for acceptance was set at XX/XX/XXXX, indicating a definitive opportunity for resolution and foreclosure avoidance. To confirm our participation, I promptly communicated our intent and complied with all necessary documentation, both through Shellpoint 's online portal and direct emails to my assigned single point of contact.
Regrettably, my experience with maintaining consistent single points of contact with Shellpoint had been characterized by change, leading to inconsistencies in communication and accountability. Between XX/XX/XXXX, and XX/XX/XXXX, the identity of my single point of contact shifted multiple times, introducing additional uncertainty and complexity into an already fraught situation. The shifts from XXXX XXXX to XXXX XXXX, and subsequently to XXXX XXXX, only to revert back to XXXX XXXX, further compounded my challenges.
Despite my diligent compliance with Shellpoint 's requests, the outcome remained disheartening. Following offers that exceeded the mortgage payoff, including offers with waived inspections, Shellpoint inexplicably rejected them without providing clear explanations. This, despite their own subpar bid during the foreclosure process, which had been lower than the rejected offers. The culmination of these events transpired on XX/XX/XXXX, the very same day that the deadline for acceptance into the short sale program was set. On that day, Shellpoint placed a bid amount of {$460000.00} during the foreclosure proceedings. Not only did this bid fall below the property 's market value, it left a deficiency of {$60000.00}, a stark contrast to the initial offer that Shellpoint had dismissed for being too low.
Two days later, the property was sold to a third party for {$550000.00}. This sale price exceeded Shellpoint 's bid, leading to an overbid amount of {$20000.00}. The most troubling aspect is that despite submitting a bid lower than market value, Shellpoint proceeded to collect the deficiency payment of {$60000.00}, creating an untenable situation wherein the lender not only retained the property but also coerced a financially crippling payment from me.
In Closing : Considering the extensive series of events outlined above, I am convinced that Shellpoint Mortgage Servicing 's actions have violated numerous laws, regulations, and ethical standards intended to protect consumers. I beseech the Consumer Financial Protection Bureau to thoroughly investigate the matter at hand, ensuring that justice prevails and my grievances are adequately addressed. The grave financial, emotional, and psychological toll that this situation has exacted upon my family and me underscores the urgency of rectifying the situation.
I earnestly thank you for your attention to this matter and eagerly anticipate a resolution that will restore fairness, transparency, and integrity to my dealings with Shellpoint Mortgage Servicing
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| 05/22/2017 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXXDear Consumer Financial Protection Bureau, RE : A Concern of Loan # XXXX ; XXXX XXXX XXXX Number : XXXX ; Account number : XXXX, Reference : XXXX ( *a ) First and foremost, I have a huge concern ; I do not bank with XXXX XXXX nor have I ever done any business with XXXX XXXX since they merged with XXXX XXXX XXXX Second I initiated my relationship with Shellpoint Mortgage in XXXX with a XXXX-year fixed mortgage ; I at the time was employed with XXXX XXXX. In XXXX, I lost my job with XXXX XXXX but qualified through XXXX XXXX for a XXXX year mortgage loan and was approved onXX/XX/XXXX for {$31000.00}. * ( b, c ) On XX/XX/XXXX The final payment made by XXXX XXXX XXXX XXXX has been applied towards the XX/XX/XXXX payment. This letter was retained for my records since it varies from the original Deed of Trust, as a loan modification or estoppel will not be completed. The loan will be forgiven in full after XXXX years. * ( d ) I have enclosed a letter** ( a ) from Shellpoint Mortgage Servicing dated on XX/XX/XXXX Wed like to welcome you as a customer of Shellpoint Mortgage Servicing ( Shellpoint ) the letter indicated that this loan was recently transferred to Shellpoint for servicing. I have a concern. On XX/XX/XXXX I received a mortgage statement* ( e ) and the amount due was {$0.00} however, my payment that XXXX XXXX XXXX XXXX XXXXXXXX ( d ) the Foreclosure prevention fund group had been making for the past year case number # XXXX was for {$1600.00}. did not match up to Shellpoint mortgage statement dated XX/XX/XXXX {$1600.00} ( *f ) and one dated XX/XX/XXXX {$1700.00}. * ( g ) that I received in the within the same week ofXX/XX/XXXX. I have a problem. In XX/XX/XXXX after not being able to obtain a job I moved out of XXXX XXXX XXXX XXXX XXXX XXXX I signed a XXXX year contract with XXXX XXXX XXXX and agreed commission with the XXXX Anniversary seal my first months check for {$1800.00} with the first month to be for commission. * ( h ) On XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX, and XXXX paid me XXXX XXXX XXXX XXXX different rent amounts * ( i ) ; on XXXX XXXX XXXX XXXX made a direct deposit in the name of XXXX XXXXXXXX ( *j ) while the prior months were XXXX XXXX XXXX XXXX : Webpayment IDXXXX. I also have more information, but please know that Shellpoint Mortgage also charged me {$2.00}, {$2.00} and {$2.00} for autodraft for my mortgage payment when they stated free but on my XXXX XXXX XXXX printed out statement from XXXX branch you charged me those fees of {$2.00}, {$2.00} and {$2.00}. I have a problem. ( *letter ) for attachment location In XX/XX/XXXX with the help of XXXX XXXX XXXX ( c ) of Community Link together we filed a complaint on a government protection website listing Shellpoint Mortgage and XXXX XXXX XXXX XXXX XXXX for Steering ; because my XXXXyear fixed mortgage had gone up, my contract payment had gone down and for some reason I was unable to find a job ; I am a XXXX XXXX XXXX XXXX* ( k ), XXXX XXXX XXXX XXXX XXXX. * ( m XXXX Feelings arent facts but XXXX XXXX XXXX has a XXXX-year presence in the XXXX XXXX area. On XX/XX/XXXX I reported XXXX XXXX XXXX to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX * ( n ) XXXXXXXX XXXX XXXX has also failed to send me first and last months rent after contract ended with tenant. Feelings arent facts ; however, I feel as if someone knows and is trying to steer me where I can not get a good job and they know my mortgage payment. I have a home in a very desirable where according to XXXX XXXX home values will increase 4.5 % next year. Compared to a 4.2 % rise for XXXX as a whole. Among Chantilly homes, this home is valued 36.7 % more than the midpoint ( median ) home, and is valued 7.8 % more per square foot. Other amenities XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; double lot ; wrote a XXXXpage letter to XXXX XXXX and lowered my taxes {$150000.00}. In XXXX I dealt with vandalism, I am having a new roof put on my home, and I had a delinquent report put on from XXXX XXXX XXXX equipment left in my home. XXXX XXXX had pre-flagged and placed fraud on my account ; but for some reason, XXXX XXXX XXXX isnt investigating fraud on my credit card, phone stolen and emails have had to be changed due to trojan horse being placed on my phone and email. I have a problem. In earlyXX/XX/XXXXXX/XX/XXXX, I surrendered my XXXX XXXX to save her life, to my Vet. My Vet called me the next day and said I have some bad news she had passed away. She asked if I wanted her to come home, she was going to have her cremated and for me ; and also asked if I wanted to have an impression of her paw. I said absolutely and thanked her so much for adopting her. XXXX weeks later my XXXX XXXX XXXX XXXX got sick ; at XXXX and he too passed away with me at home. I am sharing their paw prints, and XXXX cremated certificate. I just wanted to share my concerns and problems. Feelings arent facts, however, when it feels as if something is terribly wrong and something is driving you to sell, because you can not get a better job, because of a trojan horse/spider technology that is put on email and phones ; people are not contacting you or returning your calls ; emails are lost ; both of your companions your XXXX XXXX XXXX and your XXXX XXXX, XXXX have died within XXXX weeks of each other ; when your house is re-keyed things still go missing I just feel that maybe, possibly someone is behind this. XXXX XXXX XXXX, and looking at Shellpoint mortgage statement dated XX/XX/XXXX and one dated XX/XX/XXXX for {$1600.00} and one for {$1700.00}. and some other information Ive shared someone within Shellpoint Mortgage ; and that is why XXXX of XXXX XXXX and myself reported a concern and what has now turned into a problem to a Mortgage Protection Government Website. Thank you so very much because I feel as if my concern has turned into a huge problem that has overturned my life especially when my huge part of my family has died ; again, I have a problem. On XX/XX/XXXX, I received two ( 2 ) letters from Shellpoint mortgage. One a statement stating that I had an overdue payment for {$1600.00} I have a 30-fixed mortgage ; my taxes and insurance are included. ( *Q ) I have a witness from XXXX XXXX Branch Manager XXXX XXXX XXXX that Shellpoint sent me by certified mail a complete payment history after a complaint I made regarding a delinquent report ; that has be stolen out of my house. The second piece of mail is from XXXX ( *R ) and it is asking for the overdue payment of {$1700.00} and the principal balance is {$230000.00}. It states because of late charges, and other charges may vary from day to day, the amount you owe may change. Please understand I have a XXXX, it is very private but I received an encrypted CD that goes into detail about my disorder. I am also a minority that deals with anxiety and see my physiologist and both counselors on a regular basis and am up to date on my medications. In the interim I am meeting with XXXX XXXX since they reviewed my original 30-year fixed mortgage and I since my payment portfolio has been stolen I will call again and have Shellpoint re-send me a copy. Please look into this as soon as possible I have limited funds and I feel as if a crime has been committed and the crime is call CHERRY-PICKING and it is destroying my life and someone is simply after my house. I reported STEERING with XXXX XXXX last XXXX now it has moved to CHERRY-PICKING. I know that the Government has been investigating because my payment changed XXXX XXXX XXXX XXXX times last year. I made my payments at XXXX XXXX XXXX XXXX branch and I have witnesses that they changed for the better ; thank you. Please know I do not want to lose my home its all that I have and they know that. Kind Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( *letter ) for attachment location TABLE OF CONTENTS ( *a ) Shellpoint Mortgage Servicing. Bank Name XXXX XXXX XXXX XXXX Account number XXXXXXXX XXXX ( *b ) Borrowers Affidavit XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Payment Program Loan. ( *c ) XXXX XXXX XXXX XXXX Letter XXXX XX/XX/XXXX ( *a ) Shellpoint Mortgage Servicing. Bank Name XXXX XXXX XXXX XXXX Account number XXXX XXXX ( *e ) Shellpoint Mortgage Statement date : XX/XX/XXXX {$0.00} ( **c ) XXXX XXXX XXXX XXXX Letter XXXX XX/XX/XXXX ( *f ) Shellpoint Mortgage Statement date : XX/XX/XXXX {$1600.00} ( *g ) Shellpoint Mortgage Statement date : XX/XX/XXXX {$1700.00} ( *h ) XXXX XXXX XXXX XXXX Monthly Statement : XX/XX/XXXX ( ***c ) XXXX XXXX XXXX XXXX Letter XXXX XX/XX/XXXX ( *i ) XXXX XXXX XXXX XXXX Statement : XX/XX/XXXX ( *j )XX/XX/XXXXApplication : XXXX XXXXXXXX ( *k ) XXXX XXXX XXXX trophy picture. ( *l ) XXXX XXXX XXXX letter. ( *m ) XXXX XXXX XXXX XXXX ( 2 ) pages of complaint. ( *n ) XXXX XXXX XXXX certificate # XXXX ( *o ) XXXX XXXX XXXX XX/XX/XXXXXXXX *p ) XXXX XXXX XXXX XXXX XX/XX/XXXX ( *Q ) Shellpoint/Delinquent letter for {$1700.00} ( *R ) XX/XX/XXXX Mortgage Statement {$3300.00} ( overdue Payment {$1600.00} )
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| 01/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Attention, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX, their employers, supervisors, managers, et al. not excluding their successors, predecessors, assigns, owners, partners or related or non-related whatever ( hereinafter respondents ), Please, affirm or deny the following in writing, point by point using facts of law and do deliver such to our ministry under penalty of perjury, within seventy-two ( 72 ) hours, or be held liable and in default that a JUDGEMENT be sought in a UNITED STATES FEDERAL COURT before a jury of twelve for the respondents crimes against our sister, the XXXX XXXX ( hereinafter victim ), in VIOLATION of the UNITED STATES CONSTITUTION and in VIOLATION of the ORGANIZED CRIME CONTROL ACT of 1970 ( XXXX ). Should the respondents choose silence as a response, said silent response will be noted as an insufficient response, and an insufficient response will be recorded as a non-response pertaining to respondents conspiracy to commit organized crimes in VIOLATION of the laws of the UNITED STATES.
I allege XXXX XXXX XXXX and/or SHELLPOINT by successor in ownership, or XXXX XXXX XXXX XXXX XXXX singularly and/or collectively violated provisions of the Fair Credit Reporting Act ( FCRA ), XXXX5 U.S.C. 1640, 1666 and 1681, by wrongfully, improperly and illegally reporting negative information as to me to one or more Credit Reporting Agencies, resulting in my having negative information on my credit reports and the lowering of my XXXX XXXX XXXX ( FICO ) score. I hereby dispute any debt and demand YOU to change any and all negative information reported to Credit Reporting Agencies or YOU will be in violation of The Truth In Lending Act 15 U.S.C. 1601, Privacy Act Title 5 U.S.C. 552 ( b ) ( 4 ), and Title 12 U.S.C. 2605.
I hereby question the authenticity of ALL dates and/or ALL signatures by ALL parties on ALL documents, including without limitations, notarized documents, contracts, deeds, titles, affidavits, and/or the like, including without limitations the dates and/or signatures by notary publics, officers, employees, and any and ALL parties attesting to any and ALL claims, facts, accounting, transfers, recordings, publications, and/or the like, etc. I disavow any and ALL implied and/or conferred and/or inferred understanding of legalese terms now and at the time of the signing of any and ALL of the documents pertaining to the purported Mortgage.
Whereas in deviation from the XXXXXXXX XXXX XXXX of XXXX wherein section XXXX it does clearly state, And be it further enacted, That it shall be unlawful for any officer acting under the provisions of this act to countersign or deliver to any association, or to any other company or person, any circulating notes contemplated by this act, except as herein before provided, and in accordance with the true intent and meaning of this act. And any officer who shall violate the provisions of this section shall be deemed guilty of a high misdemeanor, and on conviction thereof shall be punished by fine not exceeding double the amount so countersigned and delivered, and imprisonment not less than one year and not exceeding fifteen years, at the discretion of the court in which he shall be tried.
In addition, whereas XXXX XXXX XXXX as TRUSTEES of the UNITED STATES BANKRUPTCY acting as TRUSTEES of the XXXX XXXX XXXX XXXX did commit a crime through their UNLAWFUL CONVERSION of the victims signed mark into a financial instrument that will shortly be reported to the CRIMES INVESTIGATION DIVISION of the IRS, the ILLINOIS COMPTROLLER and the UNITED STATES COMPTROLLER of the CURRENCY, XXXX either, knew, should know or should have known that any CONVERSION by the XXXX XXXX XXXX concerning the PROMISSORY NOTE bearing the XXXX XXXX XXXX XXXX into a FINANCIAL INSTRUMENT through which XXXX XXXX XXXX did obtain PAYMENT of over {$80000.00} UNITED STATES TREASURY DOLLARS without negotiation with the victim would be unlawful, XXXX XXXX XXXX did perform an UNLAWFUL CONVERSION once the victims PROMISSORY NOTE was CONVERTED into a FINANCIAL INSTRUMENT without DISCLOSURE to or NEGOTIATION with the victim in VIOLATION of the heretofore mentioned ACT, whereas, in addition, XXXX XXXX XXXX did FURNISH a DECEPTIVE FORM in VIOLATION of said ACT with WILLFUL INTENT to mislead the victim concerning the true source of funding.
Whereas XXXX XXXX XXXX, its successors, assigns or other can not prove anything to the contrary, XXXX XXXX XXXX did not loan the victim {$80000.00} as the RESPONDENTS bookkeeping would indicate, as the money secured by XXXX XXXX XXXX on behalf of the victim was not applied to the victims debt, as the UNITED STATES would intend but was claimed as an asset belonging to the RESPONDENT although the RESPONDENT had not right or entitlement to claim such thus making the RESPONDENT guilty of IDENTITY THEFT with INTENT to EMBEZZLE UNITED STATES SECURITIES.
XXXX XXXX XXXX also had no RIGHT or ENTITLEMENT to OBTAIN FUNDS in the name of the VICTIM by VIOLATING said ACT in any capacity. In addition, nor had the RESPONDENT right or entitlement to enforce any FINANCIAL INSTRUMENT, COMMERCIAL OBLIGATION or SALE resulting from the ILLEGALITY of the UNLAWFUL CONVERSION herein referenced nor did the RESPONDENT have right to TRANSFER anyright or ENTITLEMENT to MORTGAGE ELECTRONIC REGISTRATION SERVICES, or XXXX XXXX XXXX XXXX ( formerly known as ) XXXX XXXX XXXX XXXX XXXX, who in turn had no entitlement right to receive or transfer said ILL-GOTTEN INSTRUMENT to neither XXXX XXXX XXXXXXXX XXXX WHO IN TURN HAD NO RIGHT to TRANSFER any XXXX RIGHT, ENTITLEMENT or OFFICE to GREENTREE SERVICING XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX whom had not right or entitlement to receive or transfer said ILL-GOTTEN ASSIGNMENT to NEWREZ LLC d/b/a SHELLPOINT who , in turn had not right to TRANSFER any INTEREST to the RESPONDENT, thus making all of the above participant accomplices to that crime initiated by the RESPONDENT UNTIL the victims property has been returned, as the RESPONDENT is liable for RESPONDENTS creation and enforcement of a XXXX XXXX XXXX XXXXXXXX through which the victim was FINANCIALLY HARMED and the XXXX kept from that lawful CREDIT GRANTED to the XXXX XXXX XXXX SOCIAL SECURITY XXXX XXXX XXXX XXXX XXXX by the UNITED STATES TREASURY unbeknownst to the victim.
Pursuant to XXXX ILCS XXXX et seq respondents or any other responsible agent of RESPONDENT must produce or facilitate the viewing of an original contract signed in blue, wet ink by the legal representative of the complainant, a living flesh and blood agent of RESPONDENT and a non- interested third party as witness to said contract may exonerate respondents from the claims of identity theft and commercial fraud of which respondents on behalf of RESPONDENT are being accused.
Whereas RESPONDENTS INDIVIDUALS, OFFICERS, EMPLOYEES, AGENTS and REPRESENTATIVES, are directed, controlled, financed, subsidized and/or compensated for aiding, abetting, counseling, commanding, representing, and procuring the gathering of information, soliciting, collecting, disbursing, dispensing contributions, loans, money, currency, or other things of value for, or in interest of INTERNATIONAL BANKS pursuant to TITLE XXXX XXXX XXXX XXXX and the INTERNAL REVENUE SERVICE XXXX XXXX al, are in fact engaged in inter-agency, international stipulations, agreements and commerce with the respondent and/or the INTERNATIONAL BANK for RECONSTRUCTION and XXXX XXXX XXXX and XXXX many- faceted subsidiary, artificial beings, Further, due to the residency and collateral fact that the RESPONDENTS and RESPONDENTS FOREIGN PRINCIPALS, ORGANIZATIONS, ASSOCIATIONS, OFFICERS, EMPLOYEES, REPRESENTATIVES, SERVANTS, or other INDIVIDUALS acting under their DIRECTION and CONTROL, are incapable of maintaining the integrity of the, Lawful, Constitutional Monetary System of the de XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX United States of America, and XXXX not XXXX in Law or by birthright, i.e. Posterity, and have contributed to cause the victim grievous harm, damage and injury under pretense and colors, and are in breach of numerous legal duties imposed upon our Public Offices, making the RESPONDENT, by XXXX barred, estopped and precluded under the " XXXX Hands doctrine, '' from making any claim or right, title, or interest thereon. ( See : XXXX XXXX. XXXX ).
Respondent is hereby given further NOTICE of this ministrys INTENT to SEEK, COMMERCIAL, and CRIMINAL PROSECUTION all those responsible under all applicable provisions and Mandates of the Ordained Constitution for the Union of several States of the United States of America, and Laws made in pursuance thereof, including, but not limited to 18 U.S.C. 219, 241, 242, 645, 654, 912, 951, and 1001.
LET THIS NOTICE SERVE AS AN ESTOPPEL ON ALL CLAIMS, RESCISSION of ALL SIGNATURES AND OBJECTION OF ALL EFFORTS TO ENFORCE SAID UNLAWFUL CONVERSION CONCERNING THIS ACCOUNT AS FRAUD VITIATES ALL IT TOUCHES. DO NOT SELL, TRADE OR TRANSFER THE VICTIMS INFORMATION CONCERNING SAID ACCOUNT.
SINCERELY,
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| 11/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Fewer Loan Modifications When Homes Are Overvalued, banks are strategically forcing homeowners to give up and walk away because they are too big to fight.
Not in my case, and the fact that Shellpoint is stating they will reduce my principal balance on my loan modification to {$570000.00} is not acceptable.
Banks may also wish to overvalue the homes they foreclose upon to make it less likely homeowners will qualify for loan modifications. When a home is overvalued the homeowners are less likely to obtain a loan modification. If values were reduced, homeowners might be eligible for loan modifications. Until these DOJ servicing violations change, foreclosure rates will continue to be high and underwater homeowners will struggle to obtain loan modifications on their properties.
SPECIFICALLY, ANSWER THE QUESTION AS TO WHY SHELLPOINT MORTGAGE SERVICING IS INTENTIONALLY USING FRAUDULENT MEANS TO OVER VALUE HOMES.
THIS COMPLAINT IS AGAINST THE REAL ESTATE BROKER THAT COMPLETED MY CMA - HOWEVER, I AM A STATE OF ILLINOIS XXXX XXXX XXXX XXXX.
I WILL BE SUBMITTING THE SAME ISSUE WITH THE LICENSED APPRAISER SHELLPOINT MTG SERVICING SENT WHEN I COMPLAINED ABOUT THE LICENCED REAL ESTATE BROKER.
***The Appraiser used sales from XX/XX/XXXX in his analysis, homes from other subdivisions, etc. and I will be submitting as a separate complaint so there is no confusion.
My home is value and the correct current suggested list price of my property is {$470000.00} and that is the high number, and the principle reduction Shellpoint is offering still leaves my home {$100000.00} under water and they want a 40 year loan with an adjustable interest rate. NO.
All, I have received Shellpoint Mortgage Servicings Comparative Market Analysis via mail dated XX/XX/XXXX, attached.
The Comparative Market Analysis was completed by XXXX XXXX XXXX XXXX and I have attached the Illinois Real Estate License for XXXX XXXX Illinois License # XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX I have attached the Illinois Real Estate License for XXXX XXXX Illinois License # XXXX. I will be reporting her to the IDFPR, and we will discuss the violations with the department of justice during mediation onXX/XX/XXXX.
The XXXX XXXX XXXX XXXX contact information is as follows : XX/XX/XXXXXX/XX/XXXXXX/XX/XXXX, CA XX/XX/XXXX Phone : XX/XX/XXXX Email : XX/XX/XXXXAccurate and Pertinent facts on the CMA I received are as follows, and there are 6 properties used in the CMA.
I will be addressing errors point by point so that this response is properly documented. The information that was sent is as disturbing as it is completely inaccurate and just perpetuates violations relating to the DOJ and of consent orders.
It is XX/XX/XXXX, and Mortgage Servicing Companies and Trustees will not and are refusing to follow the law at a risk of {$1.00} million per violation and {$5.00} million for repeat violations.
PROPERTIES SOLD IN CMA Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable 1 ) Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable Sales Closed Properties : XXXX XXXX XXXX XXXX XXXX XXXX Il XXXX sale dateXX/XX/XXXX for {$500000.00} Broker XXXX XXXX XXXX XXXX XXXX , XXXX Il ( ME ) I have attached the XXXX XXXX XXXX XXXX XXXX XXXX Il XXXX closing document in the email. The property did not sell for {$500000.00}, it sold for {$460000.00} in XX/XX/XXXX.
In addition, why would a Real Estate Broker complete a CMA using information from XX/XX/XXXX?
In addition to that, why would a Real Estate Broker use XXXX XXXX XXXX as the subdivision when I live in the XXXX XXXX subdivision? It is not even in the same area and should not be used to valuate my property, however your reported information is not correct on any level.
2 ) Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable Sales Closed Properties : : XXXX XXXX XXXX XXXX Il XXXX sale date XX/XX/XXXXfor {$460000.00} Broker XXXX XXXX XXXX XXXX XXXX, XXXX Il ( ME ) I have attached the XXXX XXXXXXXX XXXX XXXX Il XXXX closing document in the email. The property did sell for {$460000.00} in XX/XX/XXXX.
In addition, why would a Real Estate Broker complete a CMA using information from XX/XX/XXXX?
In addition to that, why would a Real Estate Broker use XXXX as the subdivision when I live in the XXXX XXXX subdivision? It is not even in the same area and should not be used to valuate my property.
3 ) Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable Sales Closed Properties : XXXX XXXX XXXX XXXX XXXX Il XXXX sale date XX/XX/XXXX sold for {$510000.00} Broker XXXX XXXX XXXX XXXX XXXX, XXXX Il ( ME ) I have attached XXXX XXXX XXXX XXXX XXXX Il XXXX closing document in the email. The property did sell for {$510000.00} inXX/XX/XXXX.
In addition, why would a Real Estate Broker complete a CMA using information from XX/XX/XXXX?
In addition to that, why would a Real Estate Broker use XX/XX/XXXX as the subdivision when I live in the XX/XX/XXXX subdivision? It is not even in the same area and should not be used to valuate my property.
PROPERTIES FOR SALE IN CMA Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable 4 ) Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable for Sale : XXXX XXXX XXXX XXXX XXXX Il XXXX ACTIVE in the MLS and is for sale for {$540000.00} Broker XXXX XXXX XXXX XXXX XXXX, XXXX Il ( ME ) I have attached XXXX XXXX XXXX XXXX XXXX Il XXXX XXXX XXXX Il XXXX closing document in the email. The property is not for sale. The property sold for {$480000.00} in XX/XX/XXXX..
5 ) Shellpoint Mortgage Servicing - Broker XXXX XXXX Comparable for Sale : XXXX XXXX XXXX XXXX XXXX Il XXXX ACTIVE in the MLS, is for sale for {$540000.00}, and was listed on XX/XX/XXXX.
In addition to that, why would a Real Estate Broker use XX/XX/XXXX as the subdivision when I live in theXX/XX/XXXX subdivision? It is not even in the same area and should not be used to valuate my property.
6 ) Shellpoint Mortgage Servicing - Broker XX/XX/XXXX Comparable for Sale : XX/XX/XXXXIl XX/XX/XXXX ACTIVE in the MLS, is for sale for {$540000.00}, and was listed onXX/XX/XXXX.
Broker XXXX XXXX XXXX XXXX XXXX, XXXX Il ( ME ) I have attached XXXX XXXX XXXX XXXX XXXX Il XXXX closing document in the email. The property sold for {$480000.00} in XX/XX/XXXX.
In addition, why would a Real Estate Broker complete a CMA using information fromXX/XX/XXXX?
In addition to that, why would a Real Estate Broker useXX/XX/XXXX as the subdivision when I live in the XX/XX/XXXX subdivision? It is not even in the same area and should not be used to valuate my property.
The Broker used properties that sold in XX/XX/XXXX for the CMA.
None of the properties that were used are not in my subdivision and they should not have been used to valuate my property.
The Broker also stated that some properties were for sale at a high list price, when in fact they had sold quite some time ago at a much lower price. Two of the properties listed were listed in XX/XX/XXXX even though they are not in my subdivision, the Broker is at least in the correct year, XX/XX/XXXX.
I have attached the 2 correct CMAs to this email, one is fromXX/XX/XXXX and the other is from today, XX/XX/XXXX The correct current suggested list price of my property is {$470000.00} and that is the high number, and as you know people negotiate down somewhat from the list price, the average is 98 % of list price.
The high number Shellpoint Mortgage is reporting is {$550000.00} about {$75000.00} difference in valuation from top to bottom.
The Broker used properties that sold in XX/XX/XXXX for the CMA.
The Broker also used properties that are not in my subdivision and they should not have been used to valuate my property, and the Broker over valued my property.
Department of Justice Violation : The Lagow case is U.S. ex rel. XXXX XXXX XXXX v. XXXX XXXX XXXX et al., case number XXXX and the XXXX case is U.S. ex rel. XXXX XXXX vXXXX XXXX XXXX XXXX XXXX et al., case number XXXX, in the U.S. District Court for the Eastern District of New York .
Please SeXXXX XXXX XXXX XXXX Complaint attached. {$14.00} million reward was part of the {$1.00} billion settlement XXXX reached with the U.S. Department of Justice to settle False Claims Act allegations involving the Home Affordable Modification Program and Federal Housing Administration-backed loans, according to the firm. That settlement was included in the larger {$25.00} billion settlement the bank and other large mortgage servicers reached with federal and state authorities in XX/XX/XXXX.
In another whistleblower case filed in XX/XX/XXXX and unsealed inXX/XX/XXXXXX/XX/XXXX, former XXXX subsidiary employee XXXX XXXX alleges that XXXX XXXX XXXX now owned by XXXX, created a scheme to inflate housing prices by manipulating property appraisals, ultimately leading to more foreclosures. Those inflated prices, the complaint alleges, included thousands of Federal Housing Administration backed loans, the default of which cost the federal government money
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| 01/24/2020 |
Yes |
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- Trouble during payment process
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Web |
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Shellpoint Mortgage, Servicing Agent, for New Residential Mortgage took over the servicing of my loan in XXXX of this year. I've had nothing but problems which I have unsuccessfully tried to resolve with no avail. This company continues to threaten foreclosure, continues to harass me, tries to force me into refinancing, fails to maintain proper billing and payment records, fails to provide proper escrow amounts due and owing, illegally reports late charges and payments to credit bureaus ( intentionally trying to ruin my credit so that I can not easily refinance ), illegally charges me late fees, property inspection fees, and has charged me over {$1200.00} in fees to send the house into foreclosure. These fees have all been acknowledge by Shellpoint to be in error ; however, my credit report has not been updated.
They are playing very nasty games in order to force my hand into refinancing my loan. They have also repeatedly denied my rights under the ADA by failing to correspond to me in writing or email when asked ; failed to let me speak to their legal department ; failed to let me speak to a supervisor when requested ; failed to stop collecting and paying out escrow fees after I have asked them in writing to stop. All kinds of FDCPA violations are occurring. None of the statements I receive coincide with any other or make any kind of sense whatsoever.
I am attaching copies of all of my loan statements, which I receive about 2-3 days before they are due on the XXXX of the month. I believe this in and of itself is a violation. However, each of my statement show that I owe a XXXX balance. Therefore, I don't pay a XXXX balance. Then Shellpoint racks up illegal late charges and property inspection fees. Although they have agreed that my loan is not in default and those fees shouldn't have been added to my account, they continue to be added. Then Shellpoint has illegally reported to the credit bureaus that I am late in my payments which appears to be on these fees that are illegally added to my account in the first place, and then later Shellpoint acknowledged were in error.
I have a loan that is in two parts : An interest bearing portion and a non-interest bearing balloon payment. The balloon payment of {$85000.00} is not due until the year XXXX or the date I sell my house, or the date I pay the entire interest bearing first mortgage in full ( including any penalties, late fees, or other fees assessed. ) Because I have prepaid the majority of my first mortgage ( but not all of it ), Shellpoint is demanding I refinance or pay the {$85000.00} balloon payment. Further, even though I have prepaid all but the last payment, they have illegally reported to the credit agencies I have been late ; thereby, diminishing my chances to refinance with any company other than them. How on earth can one be late on a mortgage payment when it has been prepaid by 30 years? Further, the terms of my mortgage indicate there is no prepayment penalty. Forcing someone to refinance a mortgage with an interest rate is exactly that, a pre-payment penalty. I don't want to refinance as my balloon payment is set at a 0 percent interest rate. Refinancing would be financially detrimental to me and a huge financial windfall to Shellpoint.
Shellpoint bought these loans from XXXX, and much to their surprise got stuck with a 0 percent interest rate loan. They will be making no money off this loan unless I refinance ; therefore, they are practicing deceptive and illegal practices in order to strong-arm me, a XXXX person, into refinancing with them ( since they illegally reported to my credit report and I can not refinance with any other bank ) so that they magically change a 0 percent interest rate loan they own to a 5 percent or more rate loan. This obviously isn't in my best interest and only benefits Shellpoint.
I can't get a straight answer on how much I owe for escrow as they have royally screwed up that account. I've sent them {$300.00} on XXXX, which is {$100.00} more than my statement shows for escrow payment due, and Shellpoint refused payment and sent it back to my bank. Their annual escrow disclosure is wrong, but I've contacted them several times and they have refused to fix it. I've already paid them a significant amount of escrow money this year, and it's doubtful I owe them anything or much at all. I would be more than happy to pay the escrow ( even thought they were not supposed to pay out the funds per my written request ) just to be done with the matter, but they refuse to give me a correct amount I owe.
I've been in contact with both XXXX XXXX, and his supervisor, XXXX XXXX on several occasions who assured me my loan was not in default and Shellpoint wouldn't be foreclosing. XXXX XXXX chould n't 'understand why I was still having problems as he forwarded my complaint to XXXX XXXX , and they both believed the matter had been resolved. XXXX stated I was smart to keep the 0 percent interest loan I have. He assured me in no way would Shellpoint foreclose on me and that I am 100 percent within the terms of my mortgage. He stated many others have this arrangement as well, but they were refinancing. He even commented he didn't understand why, as I was doing the smart thing by keeping my 0 percent rate. I was told not to worry as there a bunch of loans that came in this way and Shellpoint 's system had no way catching up with the paperwork as it was a new type of loan that they hadn't come across before. He asked for more time so Shellpoint could figure out a way to update their system. I was told the letters were all being generated via computer, but he assured me there is no way they would foreclose as I was in compliance with the terms of my mortgage.
At some point between XX/XX/19 and XX/XX/19, Shellpoint unilaterally removed funds they were holding in suspense ( illegally ) and applied it to the principal. My XX/XX/19 statement indicates an unapplied partial payment of {$410.00} was applied to principal. This should not have happened. I spoke to XXXX XXXX via telephone, who assured me that payment was made in error, and that one of their employees took it upon themselves unilaterally to remove it from suspended funds. He stated he didn't know why this person did that, but that they should never have done that. He was directed to reverse that payment and apply it to the escrow account, which he confirmed he would do, but never happened. Shellpoint is guilty of misappropriation of funds.
This unilateral payment that was made illegally then brought my principal balance down to {$21.00}. Shellpoint has been advised several times this is incorrect, but has failed or refused to fix the issue to date. Shellpoint claims my escrow is negative over {$2000.00} ; however, {$670.00} of the funds they were holding in suspense was supposed to be applied to escrow, but never happened. I paid an additional {$900.00} or so towards escrow. Since I can't get a correct amount owed, and credits aren't being applied for my payments, I can only pay what was on my mortgage statement. I simply can not make heads or tails of what's happening or what, if any, monies are due and owing. Some of my documents say I owe thousands in mortgage payments. There is never any consistency in the letters I receive to determine any amount.
Furthermore, Shellpoint has decided not to not abide by the mortgage and subsequent modification and deceptively try to force my hand into refinancing my mortgage. I've made my position clear with them that I am not in a position to refinance, and there are numerous billing errors, misappropriation of funds, and deceptive practices which they are partaking. This is harassing, a violation of my rights, and is causing significant stress and hardships upon a XXXX person, affecting my health significantly for the worse. Shellpoint is threating to foreclose on my home unless I refinance, stating that I basically have paid all but the last payment, and therefore, they consider the first mortgage paid in full. However, I could find no verbiage in my mortgage or modification to state the balloon payment will be due if I pay " most '' of the mortgage. And there certainly is no definitive definition regarding the interest-bearing portion other than to say all of the interest-bearing portion plus any late fees, assessments, and other charges. No where is this defined as " most, '' the " majority '' or any other willy-nilly random amount. It states all.
I can only go by what my mortgage statements tell me to pay, which is zero if you discount the erroneous late charges, foreclosure fees, and property inspection fees, which Shellpoint has acknowledged on many occasions should not be on my account.
Please investigate the deceptive practices Shellpoint is employing. Certainly there billing accounts are inaccurate and in violation.
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| 04/26/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Sent to NEW REZ ONLINE COMPLAINT review page XXXX XXXX XXXX XXXX XX/XX/XXXX Sent this email 9 days ago with no response : Dear Loss Draft Representative : Attached to this email are the 15 pages that were previously mailed to you last week FYI- This activity was initiated by my recently receiving a reimbursement check for {$41000.00} from my previous insurance company for a " new roof '' I paid for over 2 years ago. They lost in my lawsuit and put NEW REZ on the check with my name as payee. Over two weeks ago, your service representative instructed me to send your office the check for endorsement and stated it would be signed and returned to me. A week later I called your office and another representative told me my check " had been deposited '' by your company without my consent and asked me if I received an email packet from your office. I had not and she emailed me another one. Unfortunately, both of your representatives that I talked to are under the impression I am in the process of obtaining authorization from NEW REZ to secure my first release of funds to commence roof repairs?. I performed all of the activities requested in the " packet '' and paid off the roofing company in XX/XX/XXXX. I have been asked by your company to produce an extraordinarily number of documents to obtain a simple endorsement, on my reimbursement check for a lawsuit where I prevailed. I consider the most insulting request to me by your company is to schedule an appointment for one of your inspectors to look at my roof in 7-10 days that has been installed for more than two years. I was informed a XXXX fee will be added my mortgage payment for the inspection as well. My documentation summited with this email, provides ample evidence of multiple inspections to my property performed by State , County, and Community authorities years ago. To suggest I request an additional roof inspection by you is nothing less the harassment. This is how you treat one of your loyal customers?
Newrez LLC XXXX XX/XX/XXXX Thanks so much for bringing this to our attention, XXXX XXXX. Keeping our customers happy is our number one priority, and we agree that this delay is unacceptable. We assure you that we will do our due diligence to make this situation right. Please email us at XXXX and we will ensure this is resolved.
So I sent today ( XX/XX/XXXX to XXXX XX/XX/XXXX Sent this email 9 days ago with no response : Dear Loss Draft Representative : Attached to this email are the 15 pages that were previously mailed to you last week FYI- This activity was initiated by my recently receiving a reimbursement check for {$41000.00} from my previous insurance company for a " new roof '' I paid for over 2 years ago. They lost in my lawsuit and put NEW REZ on the check with my name as payee. Over two weeks ago, your service representative instructed me to send your office the check for endorsement and stated it would be signed and returned to me. A week later I called your office and another representative told me my check " had been deposited '' by your company without my consent and asked me if I received an email packet from your office. I had not and she emailed me another one. Unfortunately, both of your representatives that I talked to are under the impression I am in the process of obtaining authorization from NEW REZ to secure my first release of funds to commence roof repairs?. I performed all of the activities requested in the " packet '' and paid off the roofing company in XX/XX/XXXX. I have been asked by your company to produce an extraordinarily number of documents to obtain a simple endorsement, on my reimbursement check for a lawsuit where I prevailed. I consider the most insulting request to me by your company is to schedule an appointment for one of your inspectors to look at my roof in 7-10 days that has been installed for more than two years. I was informed a XXXX fee will be added my mortgage payment for the inspection as well. My documentation summited with this email, provides ample evidence of multiple inspections to my property performed by State , County, and Community authorities years ago. To suggest I request an additional roof inspection by you is nothing less the harassment. This is how you treat one of your loyal customers?
Last Monday ( XX/XX/XXXX ) I finely satisfied all document requirements to the satisfaction of your Loss Draft department and they gave me a name and phone number to XXXX, who then referred me to another company XXXX.
That company gave me a text for an inspector, XXXX XXXX XXXX. The inspector told me he might be in my area the upcoming Thursday or Friday. I called & text him those two days to check his status and received no response.
I will be calling XXXX tomorrow ( XX/XX/XXXX ) to request a different inspector that might be more responsible in his occupation.
I can not believe New Rez sent my lawsuit reimbursement funds, that just required a simple endorsement, to such an incompetent group as the Loss Draft department, that has turned this process into such a CLUSTER XXXX XXXX Dear Shellpoint Rep, XX/XX/XXXX I am one of your faithful costumers for several years. I have never missed a mortgage payment and always paid on time.
I am having serious issues with your associated branch NEW REZ Loss Draft department.
It seams that a simple check endorsement request I made to NEW REZ was mistakenly routed to their Loss Draft department for process. ( Please see attached documents ) I have given them all requested information and was given contact information for a designated roof inspector that I contacted last Monday XX/XX/XXXX.
I have been waiting up to today for him to show up to look at my roof.
This kind of treatment to your customers is hideous and will only compromise any business goals you intend to achieve.
I am respectfully requesting that this email be forward to a responsible person within your upper management that can address this issue accordingly and not just forwarded to customer service as that has been done twice already with no results. Thank You.
Regards, XXXX XXXX They sent : XX/XX/XXXX I wanted to reach out as I understand XXXX XXXX scheduled an inspection for you on XX/XX/XXXX. I show your claim is a settlement and when the order was placed it was not done correctly. The results due to this are at 1 % and I am unable to release funds. Please be advised all settlement claims require full property inspections be completed for release of funds. I also show per my last email we are missing the settlement release document. Please confirm a good number to be reached and I can reschedule the inspection however due to the claim being a settlement it will be a full property inspection. Let me know if you have questions.
My response : Good day XXXX XXXX, This response is to your last email to me today. Just to be clear for the last month, all of the documents you were requesting along with a roof inspection were not actually required as your office was mistakenly processing a Loss draft claim instead of now what you are labeling a Settlement claim?
After I completed furnishing your office with all the requested documents and roof inspection ( that took two weeks to schedule ) you are just now telling me that you believe my previous contact with you now consist of a settlement claim, between my insurance company and myself ( that in no way involves NEW REZ ).
So now you want different documentation settlement release, submitted along with a full property inspection, provided by an inspector of your designation?
FYI I do not know who XXXX XXXX is and certainly did not previously schedule any sort of inspection with him.
In fact, I only reached out to NEW REZ to endorse a reimbursement check that had nothing to do with Loss Claims or any type of Settlement involving your mortgage company at all.
Please discontinue your harassment and illegitimate withholding of my funds.
They sent : Per your monitored claim process, we do require all contracts for work. I show a letter from your attorney on file advising the claim went to court and that this was a settlement. The letter would not suffice. We need the actual release. Per our process any claim that is a settlement would require a full property inspection.
Thank you, XXXX XXXX XXXX XXXX, ( Attached now : for law firm to review what I just sent ) Please find attached settlement release document, it was never requested in the packet first to sent me for the Loss Draft your office mistakenly addressed.
XXXX XXXX After I got jerked around by the roof guy I was home the whole weekend he said he inspected the roof I never saw him at my house. The front gate security service said they never let him in. they still are going to charge me for the inspection, Now they want me to pay for a " full property inspection, '' what ever that is!
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| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Subject Property : XXXX XXXX XXXX, XXXX, NC XXXX Borrower : XXXX XXXX. XXXX, ( decease since XXXX ) heir, XXXX XXXX XXXX, ( son ) Does Shellpoint Mortgage Servicing and I, the mortgagor, have a fiduciary relationship in existence?
As petitioner, my Breach of Mortgage ( claim of breach ) comes forth against NewRez dba Shellpoint Mortgage Servicing, NMLS ID XXXX, located at XXXX XXXX XXXX XXXX XXXX, XXXX, SC XXXX, who established a mortgage modification with me, a client since XX/XX/XXXX, which initiated a modified loan and was finalized XX/XX/XXXX. On XX/XX/XXXX, under the counsel of Shellpoint, Loss Mitigation, I signed a borrowers agreement, and submitted Dodd Frank, IRS T4506, banking statements, tax documents, check stubs, probate documents, and a quit claim deed to Shellpoint. I Upon review, Shellpoint completed its investigation and approved a modification for the existing loan which instructed me to skip the XX/XX/XXXX payment and proceed to XX/XX/XXXX as the first payment due for first trial period payments. I received a letter from Shellpoint attesting this new trial period which admonishment the requirement of the trial period. Loss Mitigation did speak of once completing this trial period, it would then look into what interests to start an assumption program for this loan. Unlike the first trial period initiated XX/XX/XXXX and finalized just a few short days after the XX/XX/XXXX payment, Shellpoint failed to produce a modification finalization document for me to sign, but submitted that I needed to continue this course of payments and I would be contacted periodically just to stay in touch, which meant that the promise of an assumption was still on the table but everything was final including the arrears which was about 45 days behind and the additional 30 days for the XX/XX/XXXX, payment which Shellpoint said not to make because of the new schedule of payments due.
Has Shellpoint Mortgage Servicing shown deception or deceit in this contract in any way?
My complaint is, since XX/XX/XXXX, I have been committed to the mortgage payments under this new modification trial period which completed XX/XX/XXXX, and there since have been making on-time payments to Shellpoint for the existing loan contract where the mortgage statement does not show payments for XXXX XX/XX/XXXX. About the mid of XX/XX/XXXX, I received an email from a BCHH agency requesting that I contact them as soon possible to discuss documentation for an assumption loan, but the email did not mention they were under contract from Shellpoint at that time. I immediately reached out to my Shellpoint point of contact, XXXX XXXX, to verify her knowledge of XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX , XXXX, Ph # XXXX XXXX XXXX. XXXX XXXX. It took too long for her to return this verification, but finally acknowledged that XXXX was contracted by Shellpoint to set up assumption documents. The acknowledgement took about 7 to 10 days. At that point, I made the point to Miss XXXX that I did not wish to fulfil the assumption side of the program, because I had committed in writing in US District Court as pauper applicant that I did not own property. In a letter dated XX/XX/XXXX, Shellpoint informed me that this loan was being transferred to XXXX XXXX XXXX, XXXX XXXX XXXX , XXXX XXXX, XXXX, Ca., effective XX/XX/XXXX. Shellpoint would no longer accept payments, but I should start sending payments to XXXX. Also, Shellpoint had been showing and mortgage payment arrearage of concluding with XXXX totaling {$2000.00}. I challenge the idea, that since XXXX I, XXXX, Shellpoint had promised that the new modification was the solution to my 45 day arrearage, which Shellpoint then contributes an additional 30 days by entering a contract for a new modification, that is, the arrearage should had gone down to 0 and my on-time performance since should had been honored. Instead, Shellpoint failed in its essence and responsibility to uphold this track record and submits to XXXX XXXX, an arrearage which is subject to foreclosure or forbearance. In reality it would be an error ot enter the contract and cause the arrearage to grow 30 days. Any such thing, either forbearance or foreclosure proceedings would harm me in a reckless, malicious, intentional and abandoning way. Shellpoint failed to explain to me explicitly, the ramifications of harm should I not complete the assumption documents late in XXXX. In XX/XX/XXXX, Shellpoints modification package didnt need to include an assumption program clause, which Shellpoint itself admits that modification and assumption are two separate programs, which I challenge that to mix the two issues is a deceptive and shrewd business tactic. In fact, a duty of care exists in this case where there is a fiduciary responsibility to inform me, as a mortgagor, the clear-cut obligations to follow through on this modification venture to achieve the assumption. But first, why not finalize the modification of XX/XX/XXXX, as did XX/XX/XXXX. But we do guess, the assumption facts are reckless, misleading, and not entirely true ; wherefore, to pass this through a serious transaction to XXXX, is hasty and was hurried. What Shellpoint was obligated to do was clearly present a modification application which it did process and approve. Shellpoint did present a trial period for payments. Shellpoint failed not to present a clear understanding and commitment to the modification as we see, never present me with a final modification contract to sign which was due in mid to late XXXX. Instead remained ambiguous in meaning unaware of what upstairs ( the executives ) was planning in its capacity to sell the loan agreement to XXXX. It is a question whether this might be considered under the reigns of unfair business, not to mention the misinformation involved. It is mismanagement/misinformation because of the absenteeism of a clear finish/finalization similar to that of XX/XX/XXXX. We did not come forth in XX/XX/XXXX to finalize but mismanaged the situation while misleading me on assumption tie-in. This we understand good and well that the assumption is an independent contract. Then all of a sudden, we need to be in this gigantic hurry to get this done by an outsider which might be, but though to be sloppy.
According to XXXX XXXX XXXX, United States District Court Judge, for the XXXX XXXX XXXX XXXX XXXX, ( XXXX XXXX XXXX XXXX XXXX and XXXX XXXX, XXXX ) in order to establish a claim of breach of contract under New York law, a petitioner must demonstrate ( i ) the formation of a contract between the parties ; ( ii ) performance by the petitioner ; ( iii ) failure of petitionee to perform ; and ( iv ) damages. So, here and now we must determine a fiduciary relation which a relationship in which one party places special trust, confidence, and reliance in and is influenced by another who has a fiduciary duty to act for the benefit of the party called also confidential relationship fiduciary relation see also fiduciary duty. NOTE : A fiduciary relationship may be created by express agreement of the parties, or it may be imposed by law where established by the conduct of the parties. Typical fiduciary relationships exist between agents and principals, attorneys and clients, executors or administrators and legatees or heirs, trustees and beneficiaries, corporate directors or officers and stockholders, receivers or trustees in bankruptcy and creditors, guardians and wards, and confidential advisors and those advised.
The petitioner asserts, he is able to present documentation as Exhibit A, a letter from XXXX XXXX XXXX attesting to contract Notification of Assignment, Sale or Transfer of Your Mortgage Loan, dated XX/XX/XXXX. Exhibit B, a XXXX XXXX Statement attesting to a transferred debt of {$2000.00} which might be before this institution as fraudulent, dated XX/XX/XXXX. Exhibit C, a Shellpoint Mortgage Servicing Modification Loan Agreement in its final stage, dated XX/XX/XXXX Exhibit D, a borrowers application for XXXX dated, XX/XX/XXXX, establishing the second modification loan Exhibit E, a Shellpoint Mortgage Statement establish a trial period and debt unresolved, XX/XX/XXXX. Exhibit F, a XXXX XXXX XXXX XXXX XXXX Statement attesting to the fact that checks were drafted by Shellpoint for payment of XXXX- XX/XX/XXXX without Shellpoint fully crediting the payments, and leaving the loan subjected to forbearance and foreclosure proceedings. Exhibit G, email from BCHH agency requesting contact. Exhibit H, a Shellpoint history of payment Exhibit I, letter from XXXX requesting Information for Loss Mitigation Evaluation and the application for payment arrangement program, dated XX/XX/XXXX For the foregoing reasons here presented, this petitioner declares that the petitionee has committed a Breach of Mortgage.
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| 03/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX. I have a home loan that was sold to " NewRez '' for my address at XXXX XXXX XXXX XXXX XXXX, XXXX, OR XXXX, Loan # XXXX On Monday XXXX I tried to log into my " NewRez '' mortgage account using the same bookmarked page that I've always use - https : //www.newrez.com/ After several attempts, log out and log in, etc. I called the company at XXXX - I held for 44 seconds and was disconnected. I proceeded to call the company-another 7 times as follows : XXXX - held for 40 seconds then was disconnected XXXX - immediate disconnect XXXX - held for 44 seconds and was disconnected XXXX - immediately disconnected XXXX - immediately disconnected XXXX - held for 4 minutes and was disconnected XXXX - held for 50 MINUTES and finally spoke with XXXX XXXX Ms. XXXX asked me to follow all of the log on steps I'd previously completed and was equally stumped by my log on issues. She promised to escalate it to the XXXX department and someone would be getting back to me. I heard nothing that day.
On XXXX, at XXXX, I called again and this time I spoke with XXXX for a total of 13 minutes. He promised to escalate the problem to tech support and apologized for the not getting back, but it's been escalated now.
On XXXX, at XXXX, after my other reports going unanswered and no calls from the tech department , I called again and spoke with XXXX XXXX who claimed she'd escalate my concern to tech. I disagreed and said, no, I want to speak with a manager now. I was then transferred to XXXX - XXXX and XXXX XXXX x XXXX. XXXX told me my problem was strange and again asked me to complete the logon steps, which I did and they lead to the same dead link! She promised that tech support was on it now and she'd be my contact moving forward. We ended our conversation with me stating I would send an email with the screenshots of what my logon was driving to, which I sent to her after we ended our call.
On Friday, XXXX - there was no response from XXXX, I left her a voice message informing her that tech support still hadn't contacted me. I then decided to XXXX the company and found a 1 1/2 star rating on XXXX. There were many complaints and here is the link to the complaint I added ( and I've included the text below ) : ***** XXXX Review on XXXX https : XXXX XXXX I wonder if this is a real company. Honestly, since I was sold to them, I've hated the log on rigmarole that came with my new mortgage servicer, NewRez. Initially, it took several attempts and calls to the customer service department to find the correct site to pay my mortgage bill. After a number of steps and working with their customer service department ( yes, seriously - twenty years in XXXX and I required CS to figure out how to log on to their site ) I finally got there! The page has been bookmarked for months and I've paid online with everything working fine. This week - it stopped working and I've been redirected but the redirect doesn't work.
After an hour of trying it myself, I called them on Monday XXXX and after 50 minutes on HOLD, they condescended to me telling me to do all of the troubleshooting measures I'd already tried. When that didn't work, they were stumped. I was told the matter w/b escalated and the tech department would be in contact.
Tuesday, XXXX, I awaken and try to log in again, the same exact screen sequence and dead redirect. I call and once again call as I've checked my email and they've not responded. After another gnarley session with their endless stream of phone trees, I ultimately reach another person ( leaving names out b/c that's just too personal ) and she tells me to do all the same stuff, tells me it's strange I'm seeing this and assures me it has been escalated to tech support.
Thursday, XXXX, no reply from tech support and I'm still unable to log in to pay my mortgage bill. Once again, I navigate the hellish steps of reaching a live person and once again, the same speech, we can only send it to tech support. We can't even call them. They are the ones who can fix this. Finally, I said, No, get me a manager now. After I hold, a manager who has been at the company for 2-weeks takes my call. That was yesterday. Tech support still hasn't emailed me, nor has she. The portal is still leading to a broken link. I have been trying to pay my bill since XXXX on Monday. Every day you pay late it cost more in interest. If I pay after the XXXX, I'm penalized 5 % of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons.
At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery ( very expensive ) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company.
End XXXX Complaint ***** XXXX email : Good Morning XXXX, Again today I tried to log on to pay my mortgage bill and again I was met with the same series of screens and the redirect that doesnt function and in exact screen sequence to the last two messages I sent to you. I want access to my account. I am late on my mortgage payment - and have been trying to pay for more than a week. Please reply with the remedy and the PHYSICAL MAILING ADDRESS if your team continues to refuse to talk with me or resolve my log on problems. I will sending the payment signature required and I expect to be reimbursed the charges since I have desperately tried to access and pay my mortgage.
Also, I want a full summary of my mortgage account including impound balances, payments, payoff and all activity for the past 12-months. This information should be readily available and Ive mistakenly trusted your technology. Without access I have no visibility to my mortgage account.
I appreciate your reply with the data requested and Id also like to know the name of your supervisor and your supervisors manager. I am a customer who deserves an explanation and not the run around. Clearly, theyve not given you or the others I spoke with all week, the tools to address my concerns. You dont deserve the earful and the constant complaints for problems theyve not empowered you to address. Id like to escalate this appropriately within your agency.
I appreciate your assistance and will be following up via the legal channels available as well. No doubt there is a regulatory board who addresses companies who have poor business tactics and practices.
Thank you for your efforts, XXXX XXXX XXXX XXXX ( messages ) XXXX XXXX XXXX XXXX XXXX XXXX OR XXXX XXXX The portal is still leading to a broken link. I have been trying to pay my bill since XXXX on Monday. Every day you pay late it cost more in interest. If I pay after the XXXX, I'm penalized 5 % of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons.
At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery ( very expensive ) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company.
********* After the XXXX complaint, I received a generic message to call the toll free customer service line and XXXX called me back. She then told me to try using a site I'd never heard of and it wasn't my bookmarked site at all. www.shellpoint.com I did so with her on the phone only to receive the exact screen sequence and broken link. She then said I'll have to have tech support reach out then.
ALL WEEK I WAS ASSURED TECH SUPPORT WOULD CONTACT ME - THEY NEVER HAVE. I'M LATE FOR MY MORTGAGE PAYMENT AND HAVE SPENT HOURS AND HOURS TRYING TO GAIN ACCESS TO MY ACCOUNT.
XXXX-I sent an email follow up to XXXX This is my money and every day that I'm late, interest increases. Further, if I pay after the XXXX, they charge a daily penalty of 5 1/2 % of the mortgage amount. I have no ability to pay and don't even know if mailing a payment is right. I'd have to expedite and require a signature that costs money and I will have no visibility to see that it was posted, view impounds or anything else.
I need help and access to my account. I need to view my account and understand why I am being blocked from accessing or making payments. I deserve an answer and I am scared to death because my payment is sorely late.
Please help.
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| 09/08/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan originated in XX/XX/XXXX. Since origination my loan mortgage servicing rights were sold to 4 different companies. The most recent transfer was to XXXX XXXX XXXX effective XX/XX/XXXX. Since XXXX XXXX purchased my mortgage I have had 2 major issues that have left me feeling harassed, stressed, and very concerned about the servicing of my mortgage.
The first issue was with my hazard insurance. My taxes and insurance are included in my mortgage payment. XX/XX/XXXX I received a letter from my home insurance company ( XXXX ) that my insurance was going to be cancelled for non- payment. I also received a letter from XXXX XXXX stating that I failed to provide proof of insurance. I called my insurance company, XXXX and explained that my loan was sold to XXXX XXXX. The representative at XXXX confirmed that XXXX XXXX did not make any contact regarding my insurance and cancellation.
While I was on the phone with the representative at XXXX XXXX all required documentation was emailed and faxed to XXXX XXXX. The following day I called XXXX XXXX escrow department they said they did not receive the information. I called XXXX back and the representative said they would call XXXX XXXX directly. As promised XXXX called me back and indicated that the situation was handled and that the payment would go out and would be posted dated so there would be lapse in insurance. XX/XX/XXXX I received a letter from XXXX that my insurance was cancelled. After making several phone calls the matter was cleared up and I had no lapse in coverage. During the entire incident XXXX XXXX collected my hazard insurance monthly payment.
I understand that servicing rights are sold and this is a normal and usual method for doing business, what I dont understand is why this transfer impacts me the consumer. Am I the consumer to believe that when XXXX XXXX takes over my servicing there is no information transferred from the prior Servicing Company? Why is it acceptable that XXXX XXXX has no responsibility in reaching out to XXXX to obtain my insurance bill and/or whatever documents are required to pay the insurance? If XXXX XXXX is unable to service the borrowers included in the transfer why are they able to purchase servicing rights?
In order to resolve this I had to take time away from my working day and also was left feeling stressed and harassed.
My 2nd and still ongoing issue is related to the MI insurance. In XX/XX/XXXX I reached out to NP on the online mortgage system to determine how to remove my MI insurance. I did not track the date but there was no response. I sent another message thru the online portal in which I did receive an email response on XX/XX/XXXX.
The form was provided and completed, faxed and emailed to XXXX XXXX XX/XX/XXXX. XX/XX/XXXX I received an email confirming that my documentation was received and that I would be receiving an email requesting payment for the appraisal.
I received the following email from XXXX XXXX : XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : Good Morning!
The appraisal order for your property at XXXX has been placed with XXXX by Shellpoint Mortgage Servicing. In order for us to proceed with the appraisal we require payment upfront for the report. The fee for the appraisal will be {$460.00}. Payment can be supplied by calling XXXX option 3 ; please reference order number XXXX when calling. It is important to note that no work will begin on the order until payment is supplied. If no payment is supplied within one week of order placement, the order will be cancelled and you will need to reach out to Shellpoint Mortgage Servicing about placing a new order.
Thank you, XXXX XXXX | Senior Account Manager | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX PA XXXX | XXXX XXXX And this email from XXXX XXXX on XX/XX/XXXX.
On XX/XX/XXXX I received an email from XX/XX/XXXX XXXX XXXX has received an appraisal order to have an appraisal completed on your property. The order is set up as a prepay account which means the appraisal needs to be paid for before XXXX can assign the order to an appraiser. Shellpoint has advised XXXX to contact you for the payment of your appraisal.
Payment must be received in full prior to your order being processed. In order to avoid cancellation, payment is needed within 3 business days.
Due to a policy change in our credit card processing XXXX is no longer able to accept credit card payments verbally. Please use the following payment link to process the payment for the appraisal.
The fee to complete this order is {$580.00}.
Please note that this fee is subject to change based upon complexity, rural area, or current market conditions.
XXXX : XXXX? XXXX Thank you, XXXX XXXX Account Management Client Account Manager O : XXXX | XXXX : XXXX A : XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXX XXXX Please note that Shell Point ( XXXX XXXX ) indicates you can pay for the appraisal by calling XXXX and XXXX XXXX indicates you can not pay over the phone by must click on the link included in the email. There is also a variance in the cost for the appraisal. This is confusing and conveys misinformation to the consumer in writing. There is also the timing issue with the expectation that I pay the fee with in a certain time frame or the order would be cancelled.
I clicked the link provide by XXXX XXXX which leads you to an online system requiring my last name. Typing my last name and my husbands last name resulted in an error message. I tried again the following day no results. I left a message for XXXX XXXX. XXXX called me back on XX/XX/XXXX. XXXX confirmed my property address. Per XXXX the address provided to him for the appraisal order was for a property on the east coast and not for my property thus the issue with the link.
I called XXXX XXXX on Wednesday XX/XX/XXXX at approximately XXXX XXXX PST and talked to a representative in the call center. Per my conversation with the rep someone from the appraisal team would contact me by Friday. I asked the rep it by Friday I would have contact or an appraisal order. She was unable to answer this question. I asked to speak to a manager. She placed me on hold came back on the line and told me a manager was not available but I would receive a call back. The rep confirmed my phone number. The phone number I provided is the exact number on record on the servicing system which had been confirmed several times.
I did not receive a call back so on XX/XX/XXXX. I called XXXX XXXX on XX/XX/XXXX at approximately XXXX and explained that I did not receive a call as promised from a manager. First the rep told me that the it takes 24-48 hours to receive a call back and then the rep stated that a call was attempted to the incorrect phone number. I said I did not understand how that could happen when my number was correct on the servicing system and it had been verified. I asked to talk to a Manager there was none available so again I was told I would be contacted, this rep stated it would be between XXXX central time.
I did receive a voice mail at XXXX PST from Shell Point. The person calling did not provide their name or a direct line for a call back. The message did not address my appraisal order. It did state the following : this message is for my name if this is not my name please call XXXX to remove your phone number if you are not my name please hang up, if you are my name please continue to listen to this message, so not listen to this message so other people can not hear it is a private messages .this is a debt collector and we are attempting to collect a debt.
The phone message was upsetting and harassing and did not address my concerns about my appraisal order.
I called XXXX XXXX at approximate XXXX XXXX pst and talked to another rep, I asked for a Manager. The rep said a manager was not available. I asked for a call back, he said what time will work for you I said XXXX XXXX PST on Friday. I arranged to leave work early on Friday. I did not receive a call back as promised. I called XXXX XXXX at XXXX XXXX PST. I was told that I was called yesterday and a voice mail was left with the information on the appraisal order, not true I have the voice mail.
I asked to speak to a Manager, there was no manager available. I did not receive an email or a phone call from the appraisal team. Thus far this situation has not been resolved.
At this point I am not sure what steps to take to resolve this situation. XXXX XXXX is collecting MI insurance and I understand it is my right to attempt to have it removed.
I am not sure how a company like XXXX XXXX stays in business and is able to meet all of the stringent guides and regulations
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| 12/01/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX our family moved into the home on XXXX XXXX XXXX XXXX In XXXX of XXXX I was put as a verified user on the mortgage. I was already on the quit claim deed as as joint tenants with full rights of XXXX when we bought the house. My XXXX unexpectedly XXXX XXXX XXXX XXXXXXXX .we were not prepared and she did not have a will or anything. I sent in all proper paper work including her XXXX XXXX several times. In XXXX I needed to apply for a hardship through the mortgage in the community action agency started to help with funds from XXXX. To help us get caught up so we could apply for hardship. In XXXX to XXXX I spoke to a loss, mitigation specialist named XXXX XXXX XXXX She required a copy of the quit claim deed, another copy of the XXXX XXXX and sign form, saying that she would be working with XXXX XXXX XXXX. .Everything was processed. They told me that since I was on the quit claim deed, I could still have access and make payments, even though I did not need to because we would be put on the hardship. I still make payments. The funds from the XXXX were released no issues. I then confirmed with XXXX all morning that we would be on the hardship and that she said that we would receive a letter or documentation or it would update in the app if we needed to extend it. The app never change the status. We never received any paperwork to ask XXXX if we needed to extend it. And then XX/XX/XXXX we received a forclosure notice from a listing through the courts. Not the morgate company. that our house would be placed on auction on XX/XX/XXXX at XXXX XXXX I reached back out to XXXX XXXX XXXX inquiring what was going on that we never received any information. I heard nothing back. So I called in and the XXXX person I spoke to told me I was not on the account they would not speak to me. But the reasoning was that I sent in a wrong XXXX XXXX, and no other information stating that I was on the deed and then he hung up on me. I called back again to speak to somebody else. They did inform me that my name was not right on the certified user list that they had taken off my last name, and was only using my middle name. that I needed to provide them again with another XXXX XXXX and the quit claim deed so they could speak to me. I sent them the confirmation in XX/XX/XXXX stating that I was an authorized user. I sent them all the required documents again, including the XXXX XXXX They stated they would contact me after they approve the paperwork and no one called me back. So I called back again. They still stated that I sent in no information or the wrong information but this time that the individual that I spoke to said that I sent in a XXXX XXXX in XXXX or XXXX every time I asked when it was sent in they would give me a different date That the XXXX XXXX that was sent in was for a man named XXXX, and that I had scratched out his Social Security number on the forms so they took it as that I did not want to be on the hardship anymore and they took me off when I told them that my mothers name was not XXXX, we do not know and XXXX and I would like to know who sent that in or put that in the file, they refused to tell me. And that my only option would be to the fees or to let my house go on auction. They still didnt have me on as a certified user so I asked to speak to a XXXX in the loss mitigation or to XXXXXXXX XXXX XXXX Each time I noted where I sent these things and I gave them proof of contact with other people they would openly admit that they messed up on their part but all they can do is have me pay the fees that were not supposed to be charged. then on XX/XX/XXXX of XXXX I called again this time I spoke to a woman and she confirmed with me that I was supposed to be on the hardship. She apologize for people messing up the XXXX XXXX and said that she would fix it right there with me on the phone she placed me back on the hardship and said that I would should receive something in the mail in a XXXX XXXX XXXX if not to call back so I asked her again you were going to send me a confirmation that I am on the hardship, right? She said yes, so I waited for the letter. Nothing came. The only letter I received was XXXX stating that I was finally confirmed as a certified user on the mortgage account. Something that had already been confirmed in XX/XX/XXXX. So I called back again. I spoke to a gentleman on the phone and he told me the same thing its because I sent in the wrong XXXX XXXX that I never told them that I needed to extend the hardship and that I have these late fees. And he told me that the only way to solve this would be to pay the fees or to sell my house. I gave him times and dates and people I spoke to but he contradicted everything everyone else had told me. So I asked to speak to a manger in loss mitigation.
This person came on the line and said they spoke to the gentleman before me, and that the only thing that I told him was, I wanted to know the payoff amount. I told her thats not correct and I explain the whole story she put me on hold to review everything and then I told her again to check with the last person that I had called that put me back on the hardship she pulled up the voice recordings and the notes from that person, and confirm that I was told that. She said that she was going to fix it and that she would call me back. She called me back stated that her department would not put me back again on the hardship she admitted that it was a mistake on their part, every single step of the way from the XXXX XXXX XXXXrom not keeping the right records to taking me off the hardship to not reaching out to me. When I noted that no one reached out to me, she contradicted herself XXXX times stating that they dont do that or it was the fault of my XXXX XXXXXXXX and even tried to blame me that I was not reading my mail. I informed her theres nothing in the app I received nothing via email, or even by regular mail. She stated that the person should not have done that or told me those things that I mustve misconstrued it but then I told her you confirmed with me that they told her these things you read the notes back to me she said that that was an error and that they will work on her training, I asked her how will you fix this because none of this was my fault. I provided paperwork for over a XXXX and each time the error was on your companies part. She apologized, admitted that the error was on their part, but the only resolution they had for me was to pay the fees, sell my house in a short sale, or just let it go to auction. I then asked her to provide me with all the documentation she said that they sent the times the dates who I spoke with who did XXXX XXXX XXXX spoke with any dated letter, stating when they sent me the foreclosure notice. When I asked when they sent me the foreclosure notice, she said that she could pull that up. So I asked her to send me all these items and she said she would send it into my email that day before XXXX XXXX She did not send anything that day the next XXXX around XXXX XXXX I received an email with only XXXXXXXX XXXXs in it. The first XXXX was just a regular statement that you can pull off the app. I did not ask for that the other XXXX was a letter showing that I had informed them that she had XXXX and asking again for another XXXX XXXX and quit claim deed XXXX XXXX XXXX XXXX XXXX The last letter was a letter. She claimed that lost mitigation had sent out, and it was a letter asking if I need to extend the hardship but had previously stated that XXXX XXXX XXXX never agreed to send me any information on extending the hardship.she even states XXXX paper the XXXX letter they asked for a XXXX XXXX was XX/XX/XXXX but the XXXX she sent says XX/XX/XXXX. Even other associates that I had had contact with before stated, they never sent anything out like that.. when I asked her how she found that and it didnt have XXXX XXXX XXXX XXXXXXXX or name information on it and it wasnt dated with the date She said it was sent out. she did not reply. So I wrote in the email very clearly that per our discussion she confirmed with me that she would send all this information to me that I requested the dated foreclosure notice I requested to know about who access my account and when they sent the wrong XXXX XXXX for a complete stranger. And all the other issues with the account. She has not replied to me, and they are also giving run around of community action agency who helped release the mihaf funds. XXXX XXXX XXXX also asked for a foreclosure notice and other documents the only thing that the mortgage company sent was a payoff statement. I would like to note I did misspeak on XXXXXXXX XXXX XXXX name and mixed it up with XXXX
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| 10/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX AND XXXX XXXX XXXX XXXX XXXX XXXX NORTH CAROLINA XXXX Shellpoint Mortgage Services XXXX XXXX XXXX XXXX, SC XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, SC XXXX XXXX SHELLPOINT MORTGAGE SERVICES RE : ACCOUNT / LOAN # : XXXX Date : XX/XX/XXXX This letter is our written request to correct all Error with our XXXX modification and to bring our loan current To whom it may concern XXXX and XXXX XXXX written Complaint about Shellpoint Mortgage service letters dated XX/XX/XXXX. We have read your response and you are still denying us our rights to modify our loan under the consumer relief act that was agreed to by XXXX XXXX XXXX with the department of justice to modify our loan and to reduce our principle balance. Shellpoint Mortgage continue to make a claim of agency, standing and/or capacity to collect on a debt alleged owed to them by us. We have sent Shellpoint several Dept validation Demand and they have not provide us with any proof positive by best evidence that they hold agency, standing, and/or capacity to collect on a debt owed by us.
On XX/XX/XXXX we signed a loan Modification with XXXX XXXX XXXX to modify our loan and to reduce our mortgage principle balance, under the agreement that XXXX XXXX XXXX signed with the United States Justice Department and with us. Upon signing the agreement we were unaware of the fact of the relief that was granted to us under the consumer relief act. XXXX XXXX XXXX Failed to inform us of our rights that was granted to millions of homeowners like ourselves. XXXX XXXX XXXX never clarify any relief that was granted under the act. In a letter to us dated XX/XX/XXXX with the heading LOAN MODIFICATION CLARITY COMMITMENT XXXX XXXX XXXX states that they are pleased to offer us a modification under the Department of justice and State Attorney General global settlement. They also state that the loan modification will help put us in a better position.
In XXXX we request for a modification with XXXX XXXX XXXX due to reduce in income and job lost. XXXX XXXX XXXX failed again to abide by their agreement with us and the Department of Justice by ignoring our request and turning over our loan to Shellpoint Mortgage to service.
On or about XX/XX/XXXX Shellpoint Mortgage began servicing our loan. We still was not aware of the Error that was committed by Bank XXXX XXXX so we continue to apply for a modification and continue to be denied by Shellpoint Mortgage.
On or around XX/XX/XXXX I began to investigate to understand what is going on. During my investigation I realized that our loan was among the fraudulent and scrutinized lone that was being serviced by XXXX XXXX XXXX and is now serviced by Shellpoint mortgage.
XX/XX/XXXX I sent a Dept validation Demand letter to Shellpoint mortgage On XX/XX/XXXX Shellpoint Mortgage respond to our request by sending us our XXXX mortgage agreement that we had with XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Nowhere in there respond did they provide us with any details as to XXXX XXXX XXXX servicing our loan or being the beneficiary.
XX/XX/XXXX we received documents from Shellpoint showing our loan history as if our mortgage has always been services by Shellpoint. Our agreement with XXXX XXXX XXXX was not mentioned XX/XX/XXXX we sent a detailed letter by email to Shellpoint Mortgage Stating that fraud is being committed against us.
XX/XX/XXXX we sent Shellpoint Mortgage a second Dept Validation Demand letter. A few weeks later Shellpoint Mortgage responded that they are not responding to our request any longer and sated that they are not sending us anymore documents. We then continue to send documents in for a modification and they continue to deny us.
XX/XX/XXXX we sent letter by email to XXXX XXXX a Shellpoint Mortgage loan modification specialist detailing the fraud that is being committed against us. Again we received no respond from Shellpoint Mortgage.
XX/XX/XXXX we again send the same detailed letter to Shellpoint but this time we attached the consumer relief act and other documents. Again we received no respond.
XX/XX/XXXX we applied again for anther modification and was denied XX/XX/XXXX we applied for a Modification under the qualification of the consumer relief act and the Making home affordable program.
XX/XX/XXXX I XXXX XXXX spoke with Modification Specialist XXXX XXXX about our Modification status. Mr. XXXX confirmed that he had read the act and he can see that we have qualified for a modification under the consumer relief act and that we can appeal the previous modification. Mr. XXXX also stated that he is aware of the deadline of XX/XX/XXXX XX/XX/XXXX we filed an appeal under the consumer relief act.
XX/XX/XXXX we sent an email to Shellpoint Mortgage concerning our Appeal Status. Please see below.
To Whom It May Concern our names Are XXXX and XXXX XXXX we have submitted an appeal about our modification status and we have received a letter from you dating XX/XX/XXXX and you sated in that letter that we will receive a respond in 15 days. Its now way past 15 days and we haven't received or heard anything back from you. Please give us a respond urgently so that we can act appropriately XX/XX/XXXX we sent another email to Shellpoint Mortgage concerning our Appeal Status XX/XX/XXXX Shellpoint mortgage responded to our appeal. Shellpoint Stated in line five of the second paragraph that however, with regard to your appeal under the consumer relief act dated XX/XX/XXXX Shellpoint is not going to readdress that appeal as our record shows we previously responded to a similar or same appeal on or about XX/XX/XXXX and you were notified that the Home Affordable Modification Program ( HAMP ) was retired on XX/XX/XXXX. However Shellpoint is still covering up the fact that we previously qualify for the act and they are still denying us of our rights. We have send Shellpoint Mortgage several documents by email and fax with the full detail of the act and the expiration date of XX/XX/XXXX. I will attached the full detailed of the act to this complaint again for your viewing.
XX/XX/XXXX I called Shellpoint and ask if they had our previous modification with XXXX XXXX XXXX on file and they stated yes. I then requested them to send me a copy by fax and email.
Friday XX/XX/XXXX at XXXX I received be email a copy of our XX/XX/XXXX modification agreement from Shellpoint Mortgage that we had with XXXX XXXX XXXX from Shellpoint Mortgage customer service supervisor XXXX XXXX . After examining the documents we noticed that we had previously qualified for a modification under the consumer relief act. We then compare it further with the agreement that XXXX XXXX XXXX had with the Department of justice and we noticed that they did not modify our loan as per their agreement to lower our principal balance and lower our interest rate to 2 %. XXXX XXXX XXXX added past due interest of {$94000.00} servicing expenses of XXXX and taxes and insurance of {$6400.00} totaling XXXX to our principle balance added up to {$510000.00}. XXXX XXXX XXXX then subtract {$130000.00} from the fraudulent principle Balance of {$510000.00} this broth the total down to {$370000.00} as our new principle balance. XXXX XXXX XXXX then lower our interest rate to 5.765 %. XXXX XXXX XXXX never honor their agreement with the U.S Department of justice and the North Carolina State Attorney General.
On or around XX/XX/XXXX I got a call from Shell point attorney XXXX XXXX XXXX Stating that our foreclosure hearing that was schedule to be heard on XX/XX/XXXX in XXXX county court was canceled. I then asked the attorney why? and he stated that XXXX had canceled all foreclosure due to Hurricane Florence. He also stated that the hearing will be reschedule within 60 days Fraudulent Foreclosure XX/XX/XXXX I received a letter from XXXX XXXX XXXX stating that on XX/XX/XXXX our home is up for sale. I then called Shell point and inquire about how can this happen without the court and they stated that the Foreclosure sale was approved on XX/XX/XXXX.
Although we have a foreclosure hearing in the XXXX county court on XX/XX/XXXX On XX/XX/XXXX Shell point Attorney filed fraudulent foreclosure again us.
In conclusion Shellpoint mortgage knew that they were servicing a fraudulent loan and they continue to participate in the fraud by covering up the loan history and denying us the right to inspect all documents pertaining to our loan thinking that we were never going to find out.
Should you have any questions or concerns, please feel free to contact XXXX XXXX at XXXX XXXX Thank you for your assistance in this urgent matter
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| 11/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To Whom It May Concern, I have had a crazy and unbelievably drawn-out ordeal with Newrez LLC . I am writing to make a formal complaint against Newrez LLC. Please allow this letter to serve as my complaint of discrimination, gender bias and failure to provide me with satisfactory service in the process of refinancing my home causing me financial hardships.
My complaint of discrimination, gender bias, and dissatisfactory service includes the following : Refinance application was completed on XX/XX/XXXX. Newrez took 3 months and 9 days to deny my refinance loan all the while giving me emails stating that the loan was approved and closing. Leading me on that the loan was closing on XX/XX/XXXX, once we got close to the closing date everything fell apart. Processor said that underwriter 's concern was that not all the properties sold were in my name, most of the properties are in my husbands name. Husband is not on application so we cant use his capital gains income. Processor called and asked if we could add my husband to the loan. I explained to the processor that I did not need to add my husband to the loan, because I was more than qualified for this loan on my own. I emailed him the guidelines for verification of capital gains and told him that according to the guidelines I qualify for the loan on my own. After this communication with the processor and the email I sent him about capital gains guidelines and not adding my husband it was radio silence and no communication from MLO or processor from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX I received an email from processor stating that the underwriter is trying to turn the file down. Per processor the underwriter stated the only 1/3 of the properties on the last two years tax returns ( XXXX XXXX ) are reflected with the borrower as owner. Her husband is not an applicant so we cant use his capital gains income. I corrected the processor that 2/3 of the properties are in my name. I also told the processor this needed to go to a manager or/and compliance this has gone too far and demanded to speak to someone that could explain to me what was going on because it seems to be an underline reason that this loan is not closed. However I didnt know that the loan was denied until XX/XX/XXXX when I received an email from the processor stating he was sorry, but the underwriter denied the loan. I received a credit denial letter dated XX/XX/XXXX. So, it looks like Newrez back dated my denial letter, because the processor was still requesting more documents on XX/XX/XXXX even though my loan was denied on XX/XX/XXXX. The postage date on the envelope is XX/XX/XXXX the same day I requested the Managers name, email and telephone number. So, Newrez issued my denial letter on XX/XX/XXXX and didnt mail it until XX/XX/XXXX, 6 days later. I was totally disappointed and disgusted because at this point the gender bias, discrimination and violations were very obvious.
I emailed the sales manager ; he called me once he returned from vacation. I explained to him the above events. The sales manager held a meeting with the underwriting manager to review the loan and they stated the loan could be approved. The sales manager stated they would start a new loan and would have all the documents moved from the inactive account to the new loan. The sales manager requested the following items insurance policies on all my other properties and a copy of the XXXX on my husbands business who is not on the loan. I stated to him that my husband is not on the loan and I have no ownership interest in his business. The sales manager stated he had to have the XXXX information per underwriting. Once again a violation requesting and collecting specific personal information about an applicant that has no bearing on the applicants ability or willingness to repay the loan. I received a conditional approval on XX/XX/XXXX asking for the same conditions that had already been upload to the system on the first loan. Advised new processor I could not see the new loan on Newrez portal in order to upload documents and asked her to get the system updated. Sent several email between XX/XX/XXXX to XX/XX/XXXX to find out the update on the loan since I could not see the new loan on the portal and asking how long it would take. I was told still waiting. Received email from processor on XX/XX/XXXX that the underwriting stated they are unable to use my current salary ( XXXX income ) for qualifying since I am paid a variable rate. Per processor this put my debt to income over the threshold for approval. The processor asked do you have additional income that you have not provided. Is it an option to put your husband on the loan with you? Once again Newrez is trying to bully me and/or force me to add my husband to the loan.
I emailed the processor the following response : I am not sure what you mean by I get paid a variable rate. I get {$410.00} every week, except when I was out on temporary XXXX, which I disclosed with documentation. My short term XXXX was {$900.00} a week.
I am not sure what kind of business you guys are doing over there, but this is the last straw! I have been waiting for you to make a decision and close my refinance since XXXX. Now, the Underwriter says she can't use my income... that's a joke! Newrez has been out of compliance since XXXX. I have been more than patient with Newrez. Seems like there is some other underline reason this loan has not been closed by now. I am a licensed mortgage loan officer and I know that I am qualified for this loan. So, now I will be taking this situation to the next level!!!!
On XX/XX/XXXX I requested a copy of both of the denial letters and the application from the processor. Shortly after Newrez received my email I sent requesting the above items I received email from the Mortgage Loan Officer that has not had any communication with me for most of the process, requesting additional documentation. I emailed the MLO that I am confused the loan was denied why are you requesting additional documentation? The MLO emailed me back the loan is still active. So, after I told Newrez that I was a licensed Mortgage Loan Officer and I know that I was qualified for the loan they found a way to process and close the loan after six months. However, I never could see the loan in the portal and I found out later why I could not see the loan on the Newrez portal. Newrez imposed different conditions on my loan based on discrimination and gender bias, reducing the loan amount from {$370000.00} to {$350000.00}. The loan amount should have been 80 % of the appraisal value {$460000.00}. Once I realized what they had done it was a few days before closing at this point. I emailed the processor asking why the loan amount had been changed, with no response and this refinance had already caused me financial difficulties. So, enough was enough and I just closed the loan!
This situation has caused me and my family financial issues. The reason for the refinance was to pay off debts and to pay taxes owned for XXXX. Due to this being a 6 month process I have had to pay additional fees and interest for the federal and states taxes along with the credit cards. Because the loan amount was reduced I did not have enough to pay off the tax bills, which I will be incurring an additional late fee.
Considering these blatant violations and display of gender bias and discrimination and the all-around failure to provide satisfactory service. Newrez should be heavily fined to discourage them from doing this to another borrower. Nothing about my loan changed from XX/XX/XXXX to XX/XX/XXXX with the ability to approve the refinance, except I incurred more debt while waiting for the loan to be approved. However, Newrez approved my refinance once they found out I was a licensed Mortgage Loan Officer, it seems Newrez approved my loan to cover up their disgusting behavior of discriminations, gender bias and violations!! So, Newrez should have approved this loan in XXXX or XXXX and been closed by no later than XX/XX/XXXX.
So, in conclusion I understand that this compliant will be formally investigated. I look forward to hearing from you as soon as possible to resolve this problem. Please see attached emails I have several additional emails if needed. In the meantime, if you need any further information from me, please do not hesitate to call me at XXXX or email me at XXXX.
I look forward to hearing from you soon.
Sincerely, XXXX XXXX XXXX XXXX : Attached emails and screen shots
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| 05/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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The entire problem began in XX/XX/XXXX. A few months prior, New Rez, a Shellpoint Mortgage Service took over my loan from XXXX XXXX XXXX. My first mortgage payment to New Rez was due XX/XX/XXXX. The mortgage payment was consistent with what I was paying to XXXX XXXX XXXX. In XX/XX/XXXX, I received notification from New Rez that it intended to obtain a lender-placed flood insurance policy for my property.
I am a resident of XXXX XXXX XXXX Condominiums and our Condominium Association provides and pays for flood insurance for the entire community and all its residents. At my request, a copy of the Declaration Page of said insurance policy was faxed to New Rez to the fax number provided in the form letter. I spoke to a New Rez employee who verified receipt of said information.
On XX/XX/XXXX New Rez sent out a letter of notification that, in fact, New Rez had purchased said lender-placed flood insurance on my behalf. On XX/XX/XXXX XXXX XXXX of XXXX XXXX XXXX XXXX again faxed a copy of the Declaration Page to New Rez. Later that same day, on XX/XX/XXXX I spoke to New Rez employee XXXX XXXX who verified receipt of said documents.
I thought that finally, all insurance issues were resolved. But then, my XX/XX/XXXX mortgage bill from New Rez showed an increase of over {$800.00}. I contacted New Rez immediately and spoke to an employee who told me that New Rez took out a Flood Insurance Policy on my behalf and added the payment to my mortgage bill. I went through the entire explanation again with this employee. I was informed that my mortgage bill, along with any escrow monies would be reviewed, and that I would receive a letter within 10-12 business days. When I did not receive said letter, I contacted NewRez again.
On XX/XX/XXXX, I spoke to a New Rez employee, XXXX XXXX. He informed me that New Rez had not cancelled the Flood Insurance Policy in my name and the added cost was still included into my mortgage payment. I again went through the issue. XXXX thoroughly reviewed my issues and informed me that New Rez was in receipt of my Flood Insurance information. XXXX informed me he was writing up a ticket and that I would receive an answer from the New Rez Insurance Dept within 10-12 business days.
XXXX gave me another phone number/department to contact, which I did. I spoke to XXXX who also informed me that New Rez was unnecessarily charging me for Flood Insurance. XXXX stated that she made all the necessary corrections on her computer- verifying that New Rez was in receipt of my Flood Insurance Policy. In addition, XXXX stated that she sent a notification/analysts of my account to the Mortgage Dept -to fix their information. She stated that I would be receiving a letter within 10-12 business days confirming this.
On XX/XX/XXXX, I received notification from NewRez that my mortgage was in arrears. NewRez had applied my XXXX and XXXX mortgage payments to the Flood Insurance Policy ( that I did not need ). For over 10 years, my mortgage payments are sent monthly from my bank account to my mortgage company. I have never missed a payment!
On XX/XX/XXXX, I was on the telephone with employees from New Rez for 2 hours and 14 minutes - most of which was being held on-hold. I spoke to XXXX XXXX, XXXX XXXX XXXX XXXX ( would not give me her last name ), XXXX XXXX, and XXXX XXXX or XXXX.
XXXX listened to my issues but then told me that she could not help me. I needed to contact the Insurance Department who issued the Flood Insurance policy. She said she did not have a telephone number to give me. I asked to speak to her supervisor XXXX XXXX identified herself as a supervisor and spoke to me next. She too said it was the Insurance Dept who added the Flood Insurance. While XXXX put me on hold, I used by husbands cell phone and was able to reach XXXX XXXX who identified herself as an employee in the Insurance Dept. XXXX stated that the New Rez Insurance Department has nothing at all, no flood insurance policy on my behalf ; that the policy was cancelled back on XX/XX/XXXX after New Rez received all necessary documentation. XXXX XXXX verified that reimbursement was made for the one month policy.
XXXX further stated that the money held in escrow is not for flood insurance. I provided this information to XXXX once she took me off hold.
XXXX then transferred me to XXXX XXXX who informed me that the money going into escrow account was for Flood Insurance. I asked to speak to XXXX supervisor and I was informed that it is XXXX XXXX.
Finally, during a second conversation with XXXX in which I informed her of XXXX specific statements, XXXX agreed to look into things more thoroughly. She told me that she needed to speak to other Departments. She asked me to give her time to delve into the mess. She promised she would call me the next day, the afternoon of XX/XX/XXXX.
On XX/XX/XXXX XXXX did call me. She reported that she has requested an expedited analyst of my account. I told her that previously XXXX had said the same thing on XX/XX/XXXX and nothing resulted. XXXX stated that XXXX request of analyst was not allowed because, unbeknownst to her, one was done within that 30 day period and there can not be 2 done in a 30 day period.
XXXX then stated that, as we were talking, she fixed the problem retroactively on her computer - so that my mortgage would not show it in arrears. Without going into further detail, XXXX assured me that she would stay on-top-of this issue until it is corrected. in addition, she assured me, that if Credit Approval Agencies are notified that my mortgage is in arrears, that I will have a recourse for all of it to be removed. XXXX asked to give me 3 to 5 more business days to assure that corrections to my account have been made. She agreed to call me once that is done - but no later than Thursday, XX/XX/XXXX. I did not receive a call back from XXXX on XX/XX/XXXX of since.
On XX/XX/XXXX, I contacted New Rez and spoke to XXXX XXXX. He informed me that an analyst was completed and all had been corrected. He said I should be receiving a refund for the Flood INSURANCE POLICY THAT I NEVER NEEDED. He stated that New Rez had 30 days to SEND OUT THE CHECK TO ME. I asked to speak to a supervisor and none was available.
On XX/XX/XXXX, I telephoned again to New Rez and spoke to XXXX ( XXXX ). He reported that New Rez authorized the amount of {$810.00} ( confirmation # XXXX ) and I should be receiving a check within 30 days.
On XX/XX/XXXX, I received correspondence from NEW REZ regarding the XX/XX/XXXX analyses of my account. In this letter there was a non-negotiable check for {$890.00}, indicating that a authorized check of that amount was being processed and sent to me.
As of XX/XX/XXXX, I had not received my refund from New Rez. I again telephoned New Rez and spoke to XXXX. She transferred my call to XXXX of Shellpoint Mortgaging Services who said that no such check/monies had been released to me.
On XX/XX/XXXX, I again called New Rez again and spoke to XXXX of the XXXX, SC office. It took me almost an hour to explain my situation and for XXXX to research my situation. She stated that some of the notes in my record were inaccurate and that the amount owed me was being sent back to the previous mortgage company ( XXXX )!! She indicated that it is quite clear that New Rez owes me {$890.00}. XXXX wrote up a ticket, TASK 345 and told me to call customer service back in a week to check on its status.
On XX/XX/XXXX, I again called New Rez and spoke to XXXX XXXX. She reports that this task has been assigned to XXXX XXXX and that there are no notes regarding the status.
Today is XX/XX/XXXX and I again called New Rez and spoke to XXXX from the XXXX office. He stated that no refund has been sent out to me.
At this point I am wondering if NewRez is customarily buying unnecessary insurance policies for its mortgagees as a means of generating revenue. By adding the costs of these insurance policies to the mortgage payments, mortgagees have no other recourse but to pay for the policy. If refusing to pay for the unnecessary policy, the debtor risks the chance of being held in arrears. I can't believe that I am the onlyNewRez/Shellpoint client who is experiencing this situation. Despite tenacious persistence on my own behalf, I have been unable to obtain the {$890.00} that NewRez admits is due me.
Sincerely, XXXX XXXX
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| 02/10/2020 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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QWR NOTICE OF ERROR Loan # XXXX Property owner : XXXX XXXX Trustee Property address : XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Time Line of fraudulent and possible contemptible actions taken against XXXX XXXX XXXX and the XXXX XXXX XXXX Family trust SUPPORTIVE FACTS : 1. In XX/XX/XXXX XXXX XXXX XXXX as individual and as XXXX XXXX XXXX Trustee for the Family trust filed a chapter XXXX bankruptcy case # XXXX.
FACT : In XX/XX/XXXX I notified Shellpoint / XXXX of the violations of the previous loan service company such as demanding debt that because of the Chapter XXXX case XXXX was filed was not owed and was prohibited by the Bankruptcy court to be pursued in any way.
FACT : Per a CFPB complaint response letter I received on XX/XX/XXXX escalation case # XXXX. Shellpoint states there was a unpaid principle balance on my loan to in the amount of {$44000.00}. Shellpoint then states in the same letter the total amount due on the loan is {$41000.00} which shellpoint list in their response includes monthly installment payments and late fees totaling {$19000.00}. Then Shellpoint adds to the balance of the loan legal fees in the amount of {$20000.00}. Then Shellpoint issues a Payoff statement in the amount of {$88000.00} and files a foreclosure action.
FACT : The loan History Summary submitted as part of Shellpoints CFPB response letter dated XX/XX/XXXX list the loan principle balance at the time of the loan transfer as {$45000.00} on XX/XX/XXXX showing a certified mail distribution cost of {$7.00}.
FACT : Shellpoint sent me a copy of a prior loan service history which list only Shellpoint on the report but a prior loan ID # XXXX. This report lists a dollar amount of {$19000.00} as a RESTRICTED CORPORATE ADVANCE ADJUSTMENT.
FACT : NewRez LLC DBA Shellpoint Mortgage service dated XX/XX/XXXX with a time date stamp of XXXX XXXX. The statement list a XXXX XXXX in the amount of {$19000.00} and a principle only cramdown amount in the amount of {$19000.00} showing a principle balance on the loan in the amount of {$45000.00} with a due date of XX/XX/XXXX. Shellpoint sent me a payoff letter dated XX/XX/XXXX showing a balance due of {$100000.00} one month before the sale of the property.
TIME LINE ORDER OF BANKRUPTCY CODE VIOLATIONS COMMITTED BY SHELLPOINT IF BROUGHT INTO BANKRUPTCY COURT COULD EACH BE A CONTEMPT CHARGE.
1. The loan service company placing a Deferred balance on the monthly statements that was the cramdown debt plus XXXX XXXX from the Chapter XXXX case as a amount still owed.
2. On XX/XX/XXXX PayOff statement listing FEES due in the amount of {$21000.00} due in order for the loan to be paid off.
3. On XX/XX/XXXX PayOff statement listing FEES due in the amount of {$29000.00} at which {$19000.00} listed as XXXX XXXX in the Fees breakdown page of the PayOff statement. This amount as listed above was shown as a RESTRICTED COR
PORATE ADVANCE ADJUSTMENT not allowed to be pursed per the bankruptcy code. 4.
In XX/XX/XXXX though a CFPB complaint response letter Shellpoint confirmed that the amount in the payoffs were correct going as far as stating that is what I owe which the payoff included cramdown debt and XXXX XXXX. Shellpoint ignored my last plea in the CFPB complaint to stop the foreclosure sale that was to take place in XX/XX/XXXX on my property.
ACTIONS TAKEN BY SHELLPOINTS ATTORNEY AND PSO IN XXXX COUNTY COMMON PLEAS COURT THAT LEAVE QUESTIONABLE ACTIONS TAKEN BY BOTH XXXX XXXX AND THE PSO SELLER XXXX XXXX IN REGARDS TO THE SELLING OF THE PROPERTY FOR THE COURTS IN THE FORECLOSURE SALE ON XXXX.
1. In case # XXXX XXXX XXXX XXXX of the XXXX XXXX XXXX requested a PSO seller XXXX XXXX to be allowed to sell the defendants property. The motion was granted by the courts.
2. On XX/XX/XXXX the property was placed on the XXXX website to be sold. Note I was a registered bidder on the site and the auction results for the property was that there was no bids on the property.
3. On XX/XX/XXXX XXXX XXXX of XXXX XXXX and XXXX XXXX filed a sales report with the XXXX County Common Pleas court that the property sold to XXXX during the auction that took place on XX/XX/XXXX.
4. XXXX XXXX as the attorney of record for the investor XXXX did not bid on the property nor did any attorney bid on the property in XX/XX/XXXX for XXXX but the FALSE sale was structured in the sales paperwork submitted by XXXX XXXX and XXXX XXXX that XXXX purchased the property but instructed the courts to place the property into another investors name XXXX which again to be clear never bided on the property.
5. I notified XXXX XXXX of the fraudulent sale and was ignored by the law firm. At one point I called the investor on file who the auctioneer XXXX XXXX listed as the bidder on the property the person was not available because that person had quit the company according to the XXXX in profile. I was instructed to contact a woman on the answer machine I did and left a message. I was contacted by XXXX XXXX within minutes of my call being told not to contact them again and to keep my noise on my face.
6. My Tenants were immediately being harassed by a real-estate agent with XXXX XXXX that the investor hired to empty out the building. XXXX XXXX went to the property and told my tenants that the property was sold at the auction in XXXX and that they should not pay me rent and prepare to move out. She even gave my tenants a move packet. NOTE MY RENT STOPPED.
7. I contacted XXXX XXXX and informed her to keep off my property the deed was still in my name and she was trespassing and was also committing a violation of the Real-estate code of ethics by harassing my tenants and telling them not to pay rent.
8. Shortly after that XXXX XXXX informed me that I should not contact her anymore and did not have rights to the property it was REO at that time the deed was being pursued for confirmation by XXXX XXXX and XXXX XXXX to fraudulently acquire title to evict my tenants.
9. The confirmation went though regardless of my protest. In XX/XX/XXXXone of my attorneys filed a appeal with the courts and another lawyer contest the confirmation of the deed stating that the sale did not happen.
10. The appeals court sided with the investor that the sale was valid but did not have any supporting evidence from me to prove my case.
11. On XX/XX/XXXX the XXXX County Common pleas court had a hearing to decide if the sale was valid or not. I present undisputed evidence that the sale did not happen and the Judge had no choice but to vacate the sale and return my property.
DAMAGES from the fraudulent actions of XXXX XXXX and XXXX XXXX 1.Loss of Rents in the amount of {$1200.00} per month since the property has been vacated. {$15000.00} in loss of rents.
2. Attorney fees and cost from my defense trying to stop the investor from collection of debt that was not owed to the investor and per the bankruptcy code was uncollectable by the investor from XX/XX/XXXX to XX/XX/XXXX. {$25000.00} 3. Attorney fees and cost for my defense from the fraudulent sale submitted by XXXX XXXX and XXXX XXXX. {$5000.00} 4. Damages to the property after sitting empty for one year because of the fraudulent sale removing my tenants and allowing the property to be occupied by homeless squatters though out the year. {$30000.00} Property damage to wiring and plumbing removal by squatters.
Broken windows and kicked in doors.
Damaged decks and siding due to storm damage while the property was vacant. {$15000.00} ESTIMATED DAMAGES AS OF XX/XX/XXXX {$60000.00} The estimate is NOT exact I reserve the right to change as needed as the investor prolongs the settlement of the improper and illegal actions performed by the investors staff. Shellpoint, XXXX XXXX and XXXX XXXX.
I FIND THE LACK OF ACTION TAKEN BY THE COURTS VERY DISGUSTING THAT LAWYER XXXX XXXX AND AUCTIONEER XXXX XXXX ACTIONS THAT WERE TAKEN TO DECEIVE THE COURTS IN THE SALE PROCESS ATTACHED TO THE COURT ORDERED FORECLOSURE SALE HAVE NOT BEEN INVESTIGATED BY THE XXXX COUNTY SHERIFF 'S DEPARTMENT OR THE OHIO ATTORNEY GENERAL OFFICE.
THIS MIGHT BE BECAUSE THEY HAVE POSSIBLY COMMITTED THIS ACTION ON MANY OTHER SALES OVER THE PAST 3 YEARS THAT PSO SELLERS WERE ALLOWED TO WORK IN THE SALES PROCESS OF THE COURTS AND THE COURTS MIGHT BE TRYING NOT TO ALLOW THIS TO BLOW UP INTO A MULTIPLE CLASS ACTION LAWSUIT.
|
| 07/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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PHH Mortgage Services still has hackers remoting into phone when I already proved I didn't commit mortgage fraud! They literally messed up so bad they had their control account ( XXXX XXXX ) and another sub account under it ( XXXXXXXX XXXX ) transfer the deed in full last yr which I was willing to comply and not bring attention to the fact everyone from lawyers like XXXX who went behind my back and disposed of my case 3 weeks after paid retainer for suit against PHH for illegal foreclosure without telling me and still charged me for up to 8 months past it ( which can get him barred ), and every institution that stood by and did nothing as my life was destroyed and I complained and complained and y'all did nothing are now on the hook for whas been done to me! I was made homeless and evicted and then come to find out when in homeless shelter using a public computer, that the deed was transferred to me with date prior to the illegal foreclosure that sold my house to investers who proceeded to evict me and throw all my possessions away and on the street!
Do you know what that means?
That a house I fully owned 100 % was still foreclosed on by XXXX XXXX a month after deed transfer and sold out from under me to investers who evicted me and threw me out! Of my home! I owned! No mortgage, XXXX XXXX note owed, nothing! My home! And yet they did this to draw attention away from the fraud that was done on me by PHH thinking it will make up for the overwhelming facts I proved that I didn't commit mortgage fraud and the blaring false claims on my statements that it shows! A roadmap I am credible enough to file for as they prey on homeowners who have liar loans and committed mortgage fraud everyone turns a blind eye to anyone trying to come forward to report fraud being done to them since homeowner committed fraud first! Not me! I know exactly how they are getting away with it have a right to sue every institution that took part from the constable that came in my house and threw me out to the cfpb who stood by all this time as I begged for help against these hackers doing constant damage to me from using technology threw phone to crack my teeth to illegally stealing my identity, to having this group out here break into my home ( yes, my home ) every time I left home to actually steal my taxes and amend them! In my favor, though? Yes, they went back and wiped out the homebuyers tax credit I owed and was paying back in {$500.00} increments since it was part of my mortgage debt. Transferred the deed in full to me and threw everyone under the bus in the process.
So, despite being homeless, I was grateful to have been able to prove I was innocent and move on and not draw any attention to those that acted against the law or against their code of ethics in action taken or not taken in regards to my account and home since it was all done on pretense they thought I committed mortgage fraud.
BUT THEN THEY THINK THEY CAN STILL HACK INTO PHONE ILLEGALLY AND COMPLETLY AGAINST THE LAW AS I AM JUST LIKE ANY INNOCENT HOMEOWNER THAT NEVER ONCE EVER LIED ON APPLICATION FOR MORTGAGE OR ANY REFINANCE TO IT SO NOW I EILL EXPOSE IT ALL AND BRING THEM S DOWN ... ....
or for the last time. I am being reasonable. What's been done to me in full should never come to light it's so bad. And can settle quietly with a legal aid lawyer not one out for blood with one condition. This hacker here I want criminal charges on fully! I done with them controlling my internet trying to pick what lawyer I go to a d thinking they can control anything at all in my phone, WHEN THEY HAVE NO RIGHT TO BE IN IT! Or, just get out now and let me be. I need access back to my emails and they are preventing me from resetting them. They are the bigger problem and will say it one last time.
I DIDN'T COMMIT MORTGAGE FRAUD! I PROVED IT! PHH did right thing and can compromise. But not if I can ch this or any of your hackers in my phone one more time denying me any loggin attempts, account access, etc.
I need to get back to my family. Who are XXXX XXXX, and XXXX XXXX XXXXXXXX. This needs be off my plate before talking to them since I got ta now do damage control over all things I said to those around me since after all, I was right!
Y'all are backing out homeowners that committed mortgage fraud off the books with a process I completely figured out and is complete with targeting system out here that targets homeowners who fight back thinking they can expose something they have no right to since their fraud is the intial problem. If it was preying on any homeowner I'd report it but it's not. With me this was all just a big mixup and I waa not at fault and am owed my day of justice for what's been done to me. The numbers are skewed as is and need be fixed so like it or not, ( and I went through whole degrating extremely horrible experience ), something needs be done with liar loans. Answer is not to leave as is. And it's not my job to find better solution. This system is well planned, complex and doesn't need some hacker screwing it up by being in my phone causing me to do it. I'm still homeless btw! Despite it acknowledged at tax assessor 's office that I am the certified homeowner now deliquescent on last yrs taxes, utilities still in my name, acknowledged on XXXX ( look up XXXX XXXX XXXX ) to see yourself, I can't get anywhere close without cops showing up running me off. I attempted to request a standby officer to come out as I break window so no misunderstanding from neighbors calling to report break in would be done and I got the luxury of being handcuffed and taken to hospital for evaluation for being crazy. They didn't hold me there because I wasn't needing to be committed. The concept was so foreign to this officer that someone could actually get home back when mortgage company messes up transfers deed in full and still get foreclosed and evicted that he didn't know what to do. He did his job and am ok with it. After speaking with me in fool along drive out to hospital I affected him and ended up believing me of sorts. Told him to XXXX Paul Cantu vs. trinity university to see other case I won, and Paul Cantu vs. PHH to see the one I was cheated out of and had lawyer dispose of behind my back, and the term targeted individual since said had no idea what was even though it's likely that law enforcement is in control of this process out here when it gets put on someone. Don't commit mortgage fraud and you won't have ever worry about. I didn't! And I had to live with the whole humiliating degrading experience the past few years! And worst part, it's still on me! Even though PHH all but showed they know I didn't commit mortgage fraud.
Do right thing, get hacker out of phone and let me move on with my life. I need to be on my home working yo pay deliquescent property taxes, bill for homeowners insurance, outstanding bills to get utilities back on, etc. Not out here still being tormented by your hackers! Failure to comply means I move forward with pushing for criminal charges through attorney general and fbi and department of justice. THIS HACKING IS ASSAULT ON A LAW ABIDING CITIZEN! WHAT MAKES YOU THINK YOU CAN JUST STILL DO IT AFTRR YOU SHOWED I WAS IN THE RIGHT AND NEVER COMMOTTED MORTGAGE FRAUD! YOU CANT! AND CFPB, FAILURE TO ACT IF NEEDED IF THEY DONT COMPLY PUTS THE INSTITUTION IN AREA SHOULDN'T BE WHERE I SAY IS LIABLE SINCE CFPB IS SUPPOSED TO PROTECT CONSUMERS, WHICH I NEVER GOT ONCE!
All you have to do is get this hacker out for good and I'm a man of my word and at the very least, credible. I've proved that. I'll minimize and not draw attention to and file against XXXX or against investers group that evicted me or whatever scapegoat y'all created for this now. Or maybe, just maybe, I'll get in home, be grateful whole horrible experience is over, and get back to work and move on. No one comes back from this and gets home back. No one. I did. Soon to be foreclosed on by irs for not paying property taxes, but doing that would only make this worse. Think of how looks. There's already tax lien. I can't pay if this hacker is in phone. Get him out. I'm asking, please? I'm not the enemy. Never was. I proved it. Hackers should be 100 % gone. Bottom line.
|
| 10/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Foreclosure DISPUTE in compliance with following LAWS CFR 1024.41 ( f ) ( 3 ) ( i ) ( B ) Prohibited Foreclosure Action, CFR 1024.38 ( b ) ( 1 ) ( v ), 8.3A-118 ( a ) Virginia State Statute of limitations, CFR 1024.33 ( B ), CFR 1024.41, CFR 1024.36 ( a ), CFR 1024.35 ( a ) ATTENTION : CFPB enforcement and compliance department ATTENTION Shellpoint MORTGAGE SERVICING I have illegal, unlawful and wrongful foreclosure sale setup for - XX/XX/XXXX ( explanation provided below ). This Notice of illegal, unlawful and wrongful LIEN enforcement is UNLAWFUL ILLEGAL requires VALID LEGAL enforceable NOTE in state of VIRGINIA must comply with 8.3A-118 ( a ) Virginia State Statute of limitations. CFR 8.3A-118 ( a ) Virginia State Statute of limitations already expired on LOAN/NOTE on XX/XX/XXXX ( 6 years after loan is accelerated ) base on notice dated XX/XX/XXXX. Shellpoint mortgage servicing can not ignore VIRGINIA STATE LAWS. Shellpoint mortgage servicing already acknowledged statute of limitations CFR 8.3A-118 ( a ) but provided false information and failed to act appropriately according to VIRGINIA state LAWS.
Shellpoint Mortgage Servicing is violating above mentioned LAWS and providing FALSE, Fraudulent information, never provided any documents on past disputes and failed to provide any documents requests ( CFR 1024.36 ) related to UNLAWFUL, ILLEGAL AND WRONGFUL FORECLOSURE ACTION.
I request shellpoint mortgage servicing to stop/cancel this sale set for XX/XX/XXXX and provide validation and LEGAL accounting DEBT involved in this loan. SHELLPOINT FAILED TO PROVIDE ANY DOCUMENTS VALIDATING ANY INFORMATION on history of loan.
I request CFPB to help me get PROPER VALID LEGAL ACCOUNTING under CFR 1024.38 ( b ) ( 1 ) ( v ) and validation of NOTE/LOAN involved in illegal, unlawful Foreclosure action and also NOTE/loan complies with statute of limitations set by state of Virginia 8.3A-118 ( a ).
I am disputing all debt shown in this UNLAWFUL, ILLEGAL and WRONGFUL FORECLOSURE Notice attached. I am writing in regards to the above-referenced debt to inform you that I am disputing all DEBT involved in this loan/foreclosure violating Virginia state LAWS INFORMATION IN THIS NOTICE IS UNLAWFUL, ILLEGAL and FRADULENT, incorrect, no records are provided on qualified written request ( QWR ). This notice VIOLATES CFR 1024.38 ( b ) ( 1 ) ( v ) and 8.3A-118 ( a ) Virginia State Statute of limitations.
Total amount of Principal, Interest, cost and fees due in arrears = {$780000.00} Unpaid Principal balance of LOAN = {$630000.00} Original amount recorded in clerks office = {$590000.00} Date of last payment received by servicer XX/XX/XXXX = {$9400.00} Following Violations are found in this UNLAWFUL, ILLEGAL and WRONGFUL FORECLOSURE ACTION 1. 1024.41 ( f ) ( 3 ) ( i ) ( B ) Prohibited Foreclosure Action The statute of limitations applicable to the foreclosure action being taken in the laws of the State of Virginia Statute of limitations 8.3A-118 ( a ) where the property securing the mortgage loan is located EXPIRED on about XX/XX/XXXX based on date NOTE/LOAN ACCELERATED.
Acceleration Notice dated : XX/XX/XXXX ( proof attached ) Accelerated DATE : XX/XX/XXXX ( PROOF ATTCHED ) IN state of VIRGINIA lien enforcement required VALID LEGAL NOTE must be compliant with Statute of limitations 8.3A-118 ( a ). NOTE/LOAN CONTRACT is no longer VALID LEGAL DOCUMENT since XX/XX/XXXX.
2. CFR 1024.38 ( b ) ( 1 ) ( v ) General servicing policies, procedures, and requirements. ( v ) Submit documents or filings required for a foreclosure process, including documents or filings required by a court of competent jurisdiction, that reflect accurate and current information and that comply with applicable law. FORECLOSURE NOTICE INFORMATION is disputed, false, fraudelent and incorrect and violates this LAW. Shellpoint mortgage servicing failed to provide and information or documents that validates any information in illegal, unlawful and wrongful foreclosure NOTICE.
3. CFR 1024.33 - Illegal Mortgage Servicer Transfer Shellpoint Mortgage servicing fails to provide any documents related to transfer of NOTE/LOAN with expired statute of limitations violating CFR 1024.36 ( a ). proof attached 4. CFR 1024.38 ( b ) ( 1 ) ( v ) General servicing policies, procedures, and requirements. ( v ) Submit documents or filings required for a foreclosure process, including documents or filings required by a court of competent jurisdiction, that reflect accurate and current information and that comply with applicable law. SHELLPOINT mortgage servicing failed to provide any such information that validates this illegal, unlawful and wrongful Foreclosure action.
5. CFR 1024.41 Loss mitigation procedures - Shellpoint mortgage servicing also involved in dual tracking and evasive prohibited loan modification practices. Shellpoint mortgage servicing MUST provide valid legal modification offers. SINGLE POINT of contact doesn't respond to any inquiry. SUPPOSE TO HELP HOMEOWNER. Shellpoint mortgage serving also using evasive illegal modification practices as stated above - meant to help home owners.I have XXXX XXXX XXXX countrywide mortgage past due since XXXX ( Loan is part of Mortgage crisis ). Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification. MODIFICATION must be LEGAL based on offers or availability based on income and affordability.
6. 1024.35 Error resolution procedures. ( a ) Notice of error NEW notice of ERROR is attached. MUST comply with notice and provide a resolution in applicable time period.
7. CFR 1024.36 ( a ) Information request NEW request attached MUST comply and provide information in applicable time period. This DOCUMENT request is QWR qualified written request for MORTGAGE history with all transaction and payments received on LOAN since inception.
No documents received on previous requests. DONOT include any solicitation offers.
8. This is a XXXX XXXX XXXX XXXX XXXXXXXX mortgage past due since XXXX ( Loan is part of Mortgage crisis 0f XXXX ). Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification. This note/loan is part of XXXX XXXX settlement and Investor : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) trustee securitized trust claimed and received {$1.00} XXXX. XXXX XXXX XXXX LOAN/note ALREADY paid under XXXX XXXX settlement. Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification.
My only goal is to keep my home and save my family from this illegal, unlawful and wrongful Foreclosure action.
I request CFPB to help me get proper workout on modification, validation of NOTE/LOAN involved in illegal, unlawful Foreclosure action and also NOTE/loan complies with statute of limitations set by state of Virginia 8.3A-118 ( a ).
I am principal residence of property since XXXX. I want to keep my home- I have been maintaining this property for last 15 years. My only goal is to keep my home and save my family from this event after 15 years of residency.
I filed new dispute but shell point servicing no longer responding to nay request its already past 120 days NO documents received Notice attached. Previous disputes not provided any documents based on following laws : I uploaded response received stating I disputed debt but noting received regarding debt and Virginia State Statute of limitations 8.3A-1189 ( a ) violations.
CFPB foreclosure guidelines states servicer should honor state laws on statute of limitations and comply with applicable LAWS I did disputes but servicer doesn't respond. Shellpoint Mortgage should honor CFPB regard statute of limitations and cancel foreclosure pending investigation on above claims.
This is XXXX XXXX XXXX XXXX mortgage - servicer using same illegal procedures Please start inquiry in practices of shell point mortgage servicing as it fails to follow applicable CFPB and VIRGINIA STATE LAWS Thanks,
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| 06/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX we moved to XXXX XXXX Utah and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting.
Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or ssi benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold.
No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXX and XXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan.
In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called XXXX at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to XXXX and then In XX/XX/XXXX switched again to a company called XXXX XXXX.
XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a stay at home wife, mother and homeschool teacher do not work, this left us without an income.
Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by XXXX XXXX. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally.
At the end of their so-called XXXX relief program they then requested the XXXX some-odd XXXX dollars all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from XXXX to XXXX XXXX and were newly with them, I requested a validation of debt from XXXX XXXX, XXXX and CEO of XXXX XXXX on XX/XX/XXXX by certified return receipt requested, through the XXXX. I got no response.
Then next communication I did receive regarding my mortgage, was a statement from a company called Shellpoint Mortgage XXXX asking for the balance of the money XXXX XXXX was previously asking for. I have not received notification from XXXX XXXX since my request.
nor did I received notification from XXXX XXXX that there would be a change/sale of the mortgage company, no contract, nothing.
Numerous letters were sent to Shellpoint requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters.
I sent certified letters to XXXX XXXX, President of Shellpoint and Shellpoint directly for the validation of debt and proof they have the original note in its original form. No response.
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature.
2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Original title not copy.
Assurance was made that these documents would be returned to them.
Requests were made to : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Shellpoint Mtg XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XX/XX/XXXX No response from XXXX.
No response from XXXX XXXX who was servicing the loan at the time.
No response from Shellpoint until XX/XX/XXXX Below are dates of recognition letters from Shellpoint. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with Shellpoint this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested.
This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan.
Shellpoint is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date.
I have also received numerous threatening letters from XXXX and XXXX stating that they represent Shellpoint and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem.
Citimortgage, XXXX and XXXX XXXX are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others..
Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit.
XXXX XXXX report.
MERS verification to verify this loan was not bifurcated at closing.
Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full.
XXXX XXXX XXXX XXXX
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| 12/09/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
Older American |
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Re : Newrez -Shellpoint Mortgage Services , Violations of Fair Credit Reporting Act.
Regulatory Background The Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) amended the Fair Credit Reporting Act ( FCRA ), including a provision in Section 4021 that directs lenders to report a credit account as current if the consumer has sought payment relief related to difficulties caused by the national emergency.
With the purpose of clarifying federal guidelines, the Consumer Financial Protection Bureau ( CFPB ) issued on XXXX a document entitled : Consumer Reporting FAQs Related to the CARES Act and COVID-19 Pandemic ( Last updated XXXX ). ( Copy attached as EXHIBIT 1, for prompt reference ).
In page 1 of the FAQs, the CFPBs document states that : An accommodation includes any payment assistance of relief granted to a consumer who is affected by the COVID-19 pandemic during the period from XXXX XXXX XXXX, until 120 days after the termination of the COVID-19 national emergency declared by the President on XXXX XXXX XXXX, under the National Emergencies Act. Such an accommodation includes, for example, agreements to defer one or more payments, make a partial payment, forbear any delinquent amounts, or modify a loan or contract.
Recollection of Events I obtained a forbearance for the Mortgage XXXX # XXXX on XXXX. The lender is Newrez LLC d/b/a Shellpoint Mortgage Servicing ( further referenced as Shellpoint ). The forbearance period was later extended until XX/XX/XXXX. The lender refused further extending the forbearance. It is worth noticing that Shellpoint has not presented evidence verifying that the entity XXXX XXXX explicitly provided written instructions toward not extending further the forbearance periods. No evidence has been presented either that the entity demanded payment of the full balance at the end of the forbearance. Besides, nowhere in the CARES Act it is stated that the forbearance implies payment in full immediately at the end of the relief period.
In a former letter Shellpoint has said that the Loss Mitigation SpecialisXXXX XXXX XXXX was the single point of contact ( SPOC ), and that she was unable to get back to me on XX/XX/XXXX.
This comment is incomplete as Shellpoint omits to mention that I had multiple interactions with XXXX XXXX and other members of the Loan Mitigation Team after such date.
Shellpoints Compliance Department does not acknowledge either that XXXX XXXX provided misleading and inaccurate information. Evidently Shellpoints Compliance Department is not fully aware of the extent of interactions that took place with the Loan Mitigation Unit. This lack of internal coordination between Shellpoints departments is highly unfair and undesirable, as translates into undeserved penalties for consumers.
As a matter of fact, I exchanged multiple emails with XXXX XXXX XXXX after the referenced date, on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX refused to explain why a further extension of the forbearance was mentioned in Shellpoints correspondence, but she was not offering that to me. In addition, XXXX XXXX misrepresented the interest rate and monthly payments for the modification option. These are important parameters for reaching a decision.
On XX/XX/XXXX I requested an amortization table to evaluate alternative options for accommodations, and XXXX XXXX simply declined returning my phone calls. Given that precious time was getting lost due to the neglecting treatment received, I escalated this case on XXXX to XXXX XXXX XXXX, Loss Mitigation Senior Manager. XXXX XXXX apologized for the service omissions of XXXX XXXX, and finally gave instructions to send me an amortization table.
On XX/XX/XXXX XXXX XXXX communicated that the loan modification trial had been approved, and sent me the offer, at a better interest rate that mentioned by XXXX XXXX. At such point we had already reached an ongoing accommodation before the forbearance period expired, which implied credit reporting protection as per the CARES Act. Shellpoint was not correct when reported this loan as delinquent, and violated US Federal Regulations.
On XX/XX/XXXX, a different department from Shellpoint sent me a letter asking for payment no later than XXXX. I consulted with XXXX XXXX about whether to follow that letter, and she let me know that I could start the first payment on XX/XX/XXXX. I decided to get it started anyway on XX/XX/XXXX, and established autopay to avoid any late penalties.
On XX/XX/XXXX I messaged XXXX XXXX informing that the trial payments had been concluded. I never received any further messages or phone calls from her, I dont know if she was removed from her position. On XX/XX/XXXX I signed the final Modification Agreement and on XX/XX/XXXX I closed the sale of the mortgaged property and liquidated in full the pending balance with Shellpoint.
I include all emails exchanges with Shellpoints Loss Mitigation Department in EXHIBIT 2 to document the correspondence that Shellpoints Compliance Department is omitting to acknowledge. These messages provide evidence that the loss Mitigation Department never mentioned that the balance had to be paid in full at the end of the forbearance period. Shellpoints Compliance has not presented proof either that the entity XXXX XXXX imposed those payment-in-full terms. Newrez/Shellpoint should assume full responsibility for what their representatives express or fail to express to the public. Besides, paying the balance in full would defeat the whole intention and purpose of the CARES Act.
XXXX XXXX never mentioned that the 3 modification trial payments would be reported as delinquent, otherwise I might have chosen a different option for accommodation.
Regardless of whether the Compliance Department is acting out of miscommunication or bad faith, their policies are detrimental for everyone and do not really benefit Shellpoint, as lead only to generalized litigation. The company has built an industry reputation for not being well organized and is facing already multiple open cases for violations.
Shellpoint has said that During a trial plan for a Loan Modification, the credit guidelines allow the delinquency to be reported, but we must furnish a Special Comment indicating you are paying on a partial payment agreement. Such comment is not correct, as the CFPBs document referenced on EXHIBIT 1 states that the credit protection does not expire until the President declares the COVID-19 emergency is over ( which has not happened yet ). The CFPB Q & A states in page 3 that : the CARES Act requires a furnisher to report a credit obligation or account as current if it was current prior to the accommodation.
The document continues clarifying how the reporting should be labeled as current : Furnishing a special comment code indicating that a consumer with an account is impacted by a disaster or that the consumers account is in forbearance does not provide consumer reporting agencies with this CARES Act required information and therefore furnishing such a comment code is not a substitute for complying with this requirement.
XXXX XXXX XXXX from Shellpoint 's Compliance Department has said that we must treat all of our customers fairly and consistently, as required by the Fair Credit Reporting Act. Consistent unfair treatment, as the one I have received, will only translate into multiple litigation from the public due to these systematic violations of federal regulations. Shellpoint double-downs repeating that they have reported information to the credit bureaus correctly, which reveals that they are not current in their understanding of the amendments to the CARES Act.
Shellpoint has never acknowledged the CFPBs referenced Q & A document. The CFPB should be more active enforcing regulations passed by the US Congress, and not just closing cases after violations are reported. Or at least should forward this case to the competent Federal Authorities.
" Errare humanum est, sed perseverare diabolicum " XXXX XXXX XXXX XXXX. Office of Congresswoman XXXX XXXX XXXX.
Cc. Office of the Attorney General, Florida
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| 01/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We have a current mortgage with NewRez. We applied for a refinance in XX/XX/XXXX. We are still waiting for a decision. The company will not follow up. Paystubs had to be resubmitted because they expired in their system because they are taking to long to close. They changed loan processors & no longer had access to our confidential documents. We had to resubmit everything again. They changed the closing date several times. They will not return phone calls. We contacted customer service via email & they said someone will get back to us. They didn't. We spent the money on a appraisal & have a lot of time invested in this. We signed preliminary closing documents in XX/XX/XXXX. All correspondences with the company listed below were pull from emails which are on file if needed ... ... ... ... ... ... ... ... ... ... ... ... ... ... ....
XX/XX/XXXX Email from XXXX XXXX at NewRez. Online application received. Advised to log into NewRez Portal & attach tax returns, pay stubs, 2 full months of bank statements, homeowners insurance, mortgage statements, drivers license. -- XX/XX/XXXX Received notification from XXXX. NewRez credit inquiry. -- XX/XX/XXXX XXXX XXXX XXXX for title insurance & settlement service. -- XX/XX/XXXX Sent email to XXXX XXXX at NewRez. Said XXXX had two unemployment compensations amounts deposited into his bank account today. Did not file for unemployment. I called my accountant yesterday & she said my social security number was used to file taxes that were not mine. I just now contacted the credit reporting agency & put a freeze on my credit report. Advised him to let me know when it needs to be lifted to run the background on XXXX to process the loan. -- XX/XX/XXXX Received email from XXXX. Said they received my credit as part of the initial process. It was done prior to the freeze being put into effect. -- XX/XX/XXXX Received email from XXXX. They are working on the title & will let us & the lender know one this has been completed. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Our loan application has been conditionally approved. Assigned XXXX XXXX at loan processor. -- XX/XX/XXXX NewRez Rate lock signed. Expires XXXX. Loan officer XXXX XXXX. -- XX/XX/XXXX Received email from XXXX XXXX says she's having trouble reaching XXXX employer to verify employment. -- XX/XX/XXXX Sent email to XXXX XXXX for status update. -- XX/XX/XXXX Received email from XXXX XXXX. Introducing herself. She has been re-assigned our loan from XXXX. She is requesting our approval to look over our loan. -- XX/XX/XXXX Received email from XXXX XXXX says having trouble verifying XXXX employment. -- XX/XX/XXXX Emailed XXXX XXXX. Do to COVID-19 XXXX employers office staff is working from home. He sent her all their email & phone numbers. Because she said she couldn't reach anyone. -- XX/XX/XXXX Preliminary Closing Disclosure signed. -- XX/XX/XXXX Sent email to XXXX XXXX for status update. No response. -- XX/XX/XXXX Received email from XXXX. NewRez needs the following documents to process the loan. XXXX paycheck stub because the file has expired. New stubs will need to be submitted. Individual & business tax returns for XXXX. Bank Statements for both XXXX XXXX XXXX. -- XX/XX/XXXX Received email from XXXX said that the loan was reassigned from XXXX so there is to way for NewRez to access her emails to retrieve any of the previously sent confidential documents. All documents must be resubmitted. -- XX/XX/XXXX Issue with NewRez system. XXXX spoke with manager. What were are seeing is not the same thing they are seeing on the system. Screen shots sent back & forth. Uploaded the documents again. -- XX/XX/XXXX Received email from XXXX, she forward documents to underwriter. -- XX/XX/XXXX Sent email to XXXX for status update. -- XX/XX/XXXX Received email from XXXX. She has not received our file from the underwrite. Said she will follow-up to see if they can move the file today. -- XX/XX/XXXX Email received from XXXX XXXX. Wants to know if we are married. If we are they need a copy of the marriage certificate. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Email received from XXXX XXXX saying they are experiencing delays due to high volume refinances & due to us not being married our credit will need to be pulled separately. NewRez is unable to pull XXXX because he has a block on it. -- XX/XX/XXXX Sent email to XXXX saying XXXX sent XXXX XXXX an email on XXXX saying he contacted the credit reporting agencies & put a freeze on his file. XXXX said that was fine because NewRez pulled the credit prior to the freeze going into effect. XXXX removed the block from XXXX & XXXX. Effective XXXX to XXXX to allow NewRez to pull the reports. -- XX/XX/XXXX Received email from XXXX. Apologized for confusion. Will have manger review it today before it's pulled again. According to her records it wasn't pulled for XXXX, but she will provide and update once she receives one. We never received a follow up to this email from NewRez. We were notified by the credit reporting agencies that our credit was pulled again. -- XX/XX/XXXX Sent email to XXXX. Need to know why they pulled XXXX credit three times XXXX, XXXX, & XXXX. -- XX/XX/XXXX Received notification from XXXX. NewRez requested XXXX credit file. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Received email from XXXX XXXX, Direct to Consumer-Customer Care at NewRez. Due to our current volume you may experience a delay in processing. We have increased our staff to meet our high volume and are all working collectively to get your loan set for closing as soon as possible. We apologize for the delay and thank you for your patience. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Saying - We are letting you know that your file is still processing. Due to our current volume, we are experiencing delays. Your processor will be reaching out to you soon to get you ready for a closing day. We apologize for the delay. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Saying. Please be advise that the credit block was still on for XXXX was not pulled on XXXX. We need a 3 bureaus to move this file forward. -- XX/XX/XXXX Sent email to XXXX XXXX at NewRez saying the blocks were removed a month ago. The reports should have been pulled within the specified timeframe because the blocks were set to be reactivated XXXX. -- XX/XX/XXXX XXXX logged into NewRez portal. No change in status. Logged into NewRez portal on XXXX & there's a note with an action dated XXXX that says " Need XXXX 's Credit Report - re-pulled - after it is unfrozen Multiple Frozen Credit Reports This case can not be underwritten because a borrower has frozen their credit reports at two or more of the national credit repositories. ( XXXX 's not showing XXXX and XXXX ) ''. -- XX/XX/XXXX Logged into NewRez portal & attached screen shots from the 3 credit reporting agencies showing that the blocks were removed. They are also showing hard pulls credit reports from NewRez for XXXX & XXXX. We long into the NewRez portal several times a week. A new task has appeared between the last log in XX/XX/XXXX & today XX/XX/XXXX but the action date assigned is dated XXXX. -- XX/XX/XXXX Sent email to XXXX for resolution on closing this refi. It's going on 7 months. -- XX/XX/XXXX Received response from XXXX XXXX Customer Advocacy Specialist. She forwarded our email to the loan processor & she will contact us as soon as possible. -- XX/XX/XXXX NewRez portal shown loan status as inactive. Says to contact loan XXXX. -- XX/XX/XXXX Left voicemail for XXXX XXXX. -- XX/XX/XXXX Left voicemail for XXXX XXXX. -- XX/XX/XXXX Sent email to XXXX to let them know that no one has contacted us from the email they responded to last week. --
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| 04/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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XX/XX/XXXX To CFPB, I am a victim of predatory lending from XXXX XXXXXXXX XXXX and I need your assistance to get this issue resolved. I am at my wit 's end with it. I've seen it fallen through the cracks despite the fact that XXXX XXXX was found to be in violation of the SEC rules in defrauding the investors and paid {$28.00} millions of dollars in fees. The loan that was issued on my house was at the other end of that spectrum while the investors were at the starting point with XXXX XXXX linking us both. This type of loan was the perpetrator of the XXXX housing crashed when thousands and thousands of homeowners have lost their houses and the investors their money. XXXX XXXXXXXX stood in the middle defrauding both the investors and the homeowners to its advantage by keeping the homes and sold them off in foreclosures for fast money and keep the profits to issue more loans. I've tried since XXXX to get this issue resolved with payments and or I could have resumed making payments under a proper loan structure with them and or with the 6 other banks that my case was transferred to over the years but all I have ever encountered was NO or a silent treatment. This could have been resolved within XXXX months the most. However, it has lasted for 16 years because they were either shut down by the government or have gone bankrupt or merged while Ive been charged with the fraudulent amount of the monthly payment with no taxes and insurances compounding in an exorbitant amount of fee accompanied with exorbitant miscellaneous fees that amounted to {$770.00}, XXXX and counting for a mortgage loan in the amount of {$250000.00}. While the loan kept on getting transferred from XXXXXXXX XXXX to the next and XXXXXXXX XXXX to the next, the people in charge from the very beginning were all the same till now, 16 years later. There is no excuse for that to happen. It has happened because their agenda was to keep charging me a gigantic amount of money that I wouldnt be able to get out of. This was done with malicious intent just like the loan was initiated with malicious intent to defraud homeowners like me. Each time my attorney contacted me for updates, they were instructed to wait because they were in bankruptcy or this or that. I shouldnt have been charged while they were the ones who have kept me waiting.
As per uploaded documents, I refinanced a loan on my house in XXXX with XXXX XXXX XXXX XXXX ( AKA XXXX XXXX XXXX ). However, XXXX years into the loan it was accidentally discovered that the loan was of predatory nature. Then the loan was rescinded in XX/XX/XXXX to XXXX XXXX and to XXXXXXXX XXXX as the servicer. Therefore, per the Truth-in-Lending law back then before it was amended, no payments were to be made while in that process and no payment was ever missed to that either. Unfortunately both of them ignored the rescision letter that was sent to them. After the required time frame as mandated by the truth-in-lending has passed, I contacted XXXX to verify the status of that rescision letter but no representative couldnt tell me anything at all as my account was moved to another department. I got transferred from one department to the next from one representative to the next and nobody knew nothing about the loan or the account. It has taken about 6 weeks until I was able to get to talk to the person in charge and was told it was that they didnt care about the law and all they were cared about was getting paid. So, I offered to bring my account current by paying in full the missing months, I was told that it was too late no payments will be accepted from me and that the foreclosure process was already initiated and that my house will be taken away from me and put up for auction and I will be put on the streets. There were no notice of foreclosure or remedies or questions asked about why no payments were made. They just went straight ahead and put my house up for auction. It wasnt sold because there was no buyer. This year, they did put up for auction again as of last XXXX in the amount of XXXX. I had to file for a XXXX XXXX bankruptcy to stop the sale when I didnt have to do so because I have had no other debts. I shouldnt have to lose my house because I didnt structure the predatory loan. I was not the loan officer. I shouldnt have to lose my house because I was forced to a debt of a gigantic amount of money by them. They have orchestrated the non-payments. Law is to be followed. I followed the law of the Truth-in-Lending, therefore, I shouldnt be punished for following the law. The loan issued was a never ending loan. Unfortunately back then, I didnt know how to read these mortgage papers and was not told that there will be a balloon payment of the principal to pay in full on the XXXX year. Paying $ XXXX for 29 years with no taxes and no insurance and to pay the principal again on the XXXX year is no joke. This type of loan is ruining the economy of the country and the people. I was told that the amount of fixed for 30 years for the loan to be paid off.
Please assist. I understand this has to be sent to the lender which is now NewRez LLC. Again this will go on death ears. I have made them an offer of $ XXXX which is more than the value of the house just XXXX get this issue resolved and avoid having my house going to foreclosure, and be with a local lender so if anything arises I can go and speak to someone fact-to-face. Unfortunatley I got denied by NewRez LLC. They said that they do not negotiate and that the full amount of {$770000.00} at the present time and or more dependent on the date the payment will have to be made to satisfy the loan of {$250000.00}. I have spent roughly {$50000.00} in the home to keep it in good shape in replacing necessary things that were needed despite going through all the ordeal with them. I have done so because I didnt do anything wrong to lose my house to them. They have perpetuated the non-payments by refusing me to catch up on them in the very beginning of the issue because I though maybe they didnt receive the letter. If so, then, Ill be in trouble. I love my house, I care for it, and I appreciate having it. It is my sanctuary, my work place, and where I keep my family safe. Paying for it has been my priority. Now due to the judgement, lien, foreclosure, and bankruptcy, I have become an ineligible to rent. It is also hard to pay {$7000.00} +/mo for the house to fulfil the bankruptcy. This is the payment of a house valued at 1mi+ of dollars. NewRez LLC request is outrageous because it is based on a predatory loan structure that is continued as such.
Therefore, the predatory nature of the loan is still continues to haunt me down until my blood is complete sucked away out of me. As a customer, I should not have to be put in such a situation. These banks are using their attorneys to XXXX XXXX money from the people. Something needs to be done about this. Im just one case that you may have heard of. Im sure there are thousands of homeowners who might have been in such a situation if they are not in one actually. Are these banks above the law? Although the Trut-in-Lending law was amended in XXXX, my issue has started in XXXX before the amendment and should have been grandfathered in.
Loan Amount : {$250000.00} XX/XX/XXXX Amount of financed : {$240000.00} Amount credit will cost : XXXX Total of amount to pay after all payments were made as scheduled : XXXX Monthly Payments for 29 years : {$2400.00} approximately Balloon Payment at maturity date : {$180000.00} - XXXX/XXXX/XXXX BANKS : 1. Loan Originator : XXXX XXXX XXXX ( XXXX ) -Closed by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) - XXXX. XXXX XXXX XXXXXXXX -Closed by the SEC XXXX XXXX XXXX. XXXX XXXX XXXX ( XXXX ) Bankrupt - XXXX XXXX. XXXX XXXX that loan on XX/XX/XXXX after it was assigned to it by XXXX to it on XX/XX/XXXX XXXX. XXXX XXXX XXXX XXXX 6. NewRez LLC XXXX - Active and stated XXXX XXXX is the originator. XXXX XXXX was never the loan originator. XXXX XXXX was.
NONE OF THESE BANKS HAVE A BRANCH IN THE STATE. THEREFORE, NO FACE-TO-FACE COMMUNICATION CAN BE PLACE TO RESOLVE THIS BIG ISSUE.
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| 06/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX we did an annual check of our credit rating with the three major credit bureaus. We have a first and second mortgage with XXXX XXXX XXXX. We have make regular payments on or before each due date for both the first and second mortgage.
While reviewing the credit report, we were astonished to see that our first mortgage had been sold by XXXX XXXX XXXX to a company we had never heard of, Shellpoint. As we continued to read, Shellpoint had placed our account/home in foreclosure claiming we were late more than 180 days in payments. We have never received any notice of late payment nor had we been contacted within the 15-day federally mandated time frame that our mortgage had been sold and purchased ; neither Bank/Mortgage servicing company failed to follow federal banking guidelines/laws. The following information and timeline shows twice that Shellpoint has failed to work with us in a timely, open format and is stonewalling us in order to sell our home from under us. We did nothing wrong and are being victimized by XXXX XXXX XXXX and the Shellpoint mortgage servicing company. We have worked for over a year trying to correct this issue ( caused by the XXXX XXXX XXXX and Shellpoint ). This complaint will likely not stop the sale of our home out from under us, and it will result in litigation with both companies.
XX/XX/XXXX we contacted XXXX XXXX XXXX concerning the missing payments. We were instructed to overnight bank statements showing the canceled checks of each mortgage payment that XXXX XXXX XXXX said we didn't send.
On XX/XX/XXXX we contacted Shellpoint for the first time. We were directed to XXXX XXXX as our point of contact. She confirmed that Shellpoint indeed had purchased the mortgage from XXXX XXXX XXXX and had no idea why we were in foreclosure status. She indicated an audit would need to take place taking up to 7 business days.
On XX/XX/XXXX we called XXXX XXXX XXXX and spoke with XXXX who stated our mortgage was paid and current but there were problems. She said she would send us a packet of paperwork that we needed to fill out and send back.
On XX/XX/XXXX we contacted Shellpoint and spoke with XXXX who indicated that the mortgage was purchased in foreclosure status. She requested information from XXXX XXXX XXXX and that she would contact us no later than XX/XX/XXXX.
XX/XX/XXXX we contacted Shellpoint and spoke with XXXX who said paperwork arrived from XXXX XXXX XXXX but they needed an additional 72 hours to look it over.
XX/XX/XXXX we received claim paperwork from XXXX XXXX XXXX, filled it out, added copies of check and bank statements. Due to the lateness of the day, the paperwork had to be mailed the next day.
XX/XX/XXXX we called XXXX at XXXX XXXX XXXX who confirmed they received our paperwork and they she would look at the claim next week.
XX/XX/XXXX. We contacted XXXX at Shellpoint who indicated they are still comparing their records to XXXX XXXX XXXX records. They asked for additional bank statements and duplicates. They will send us a form to fill out and return with our documents.
XX/XX/XXXX. We contacted XXXX at XXXX XXXX XXXX for an update. She claimed she was still working on the issue. She stated that she should have things cleared up by the end of the coming week.
XX/XX/XXXX We received a packet from Shellpoint. We signed papers, added duplicate copies of checks and bank statements and mailed the documents priority mail same day.
XX/XX/XXXX we called XXXX at XXXX XXXX XXXX, they have no further information for us and said to call back Monday.
XX/XX/XXXX we called XXXX at Shellpoint. She indicated the papers arrived and she is going over them and said to call next week.
XX/XX/XXXX called XXXX XXXX XXXX. XXXX indicated we are not in foreclosure. She found the problem, she is crediting our payments onto our first mortgage. She will send a letter and documentation to Shellpiont to fix the loan status of foreclosure.
XX/XX/XXXX called XXXX at Shellpoint, relayed the info from the conversation with XXXX at XXXX XXXX XXXX. XXXX told us to call back Thursday after she could be sure the letters and payments arrived.
XX/XX/XXXX. Called XXXX at Shellpoint. She received a letter from XXXX XXXX XXXX and would review it with her supervisor. She told us to call Monday and confirm that our account would be credited with payments that had previously and erroneously been thought to be missing.
XX/XX/XXXX. called XXXX at Shellpoint. She stated everything was fixed and back to normal. They would send out an updated payment voucher and we would be ready to go for the XX/XX/XXXX regular payment date. As stated previously, both XXXX XXXX XXXX and Shellpoint failed to notify us of the sale/purchase of the first mortgage.
Jumping ahead in the timeline, oddly enough, in XX/XX/XXXX we were notified our second mortgage with XXXX XXXX XXXX had ben sold to XXXX XXXX XXXX. We were notified by both companies the second mortgage had been sold/purchased. Why didn't this happen with our first mortgage? The non-notification by both XXXX XXXX XXXX and Shellpoint is what caused a significant portion of the current issue. However, the problem was not even close to being solved!
On XX/XX/XXXX we discovered foreclosure papers from the city & county we live in stating our home will be sold XX/XX/XXXX. We instinctively called Shellpoint and spoke to XXXX. She claimed to take down our information/complaint. She told us she had some intake questions about income and household bills. She told us that the only way to stop the sale of the home was to go through loan mitigation. We filed a form 4506T, sent a current pay stubs, second mortgage company info etc. All forms were to be signed and dated and uploaded to the Shellpoint website. This was all the help she offered.
XX/XX/XXXX we contacted Shellpoint who indicated they had received a request for modification but that the forms were inaccurately filled out. She said they needed a physical signature, signed and dated and needed 30 days proof of income from both occupants of the home. XXXX stated she had issues formatting some of the documents, we don't know what that means.
XX/XX/XXXX XXXX we contacted Shellpoint who indicated that they only received the 4506T and Dodd-Frank certification form. They claimed there are additional forms missing. XXXX did not provide the address of where the documents were to be sent nor did she provide information as to how Shellpoint wanted the information XX/XX/XXXX XXXX we contacted Shellpoint asking where to send the documents. We were then told Shellplint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX. All requested documents were sent overnight mail.
XX/XX/XXXX. Called Shellpoint who confirmed the documents were at their local post office waiting to be picked up.
XX/XX/XXXX XXXX indicated it would take 48 hours to upload the documents into Shellpoint 's system.
XX/XX/XXXX called Shellpoint who indicated there were minor errors in the document that needed to be fixed and then sent overnight mail.
XX/XX/XXXX called Shellpoint only to get voicemail. Contacted them via email. They stated that they needed hardship papers to be sent. Over the next 8 days we tried to contact Shellpoint via telephone and had no luck. We emailed and got sporadic responses.
XX/XX/XXXX. We were notified by Shellpoint that our case is sitting at underwriting. With less than 3 days to the sale of our home, I have zero confidence that Shellpoint will come through and correct the problem they created. At this point I am nearly resigned to the fact that although we have not missed a payment AND CAN PROVE IT, we'll still lose our home that we've been in for almost 14 years. We want to sue both XXXX XXXX XXXX and Shellpoint for negligence, communications fraud, pain, suffering and harm to our credit for their failure to follow banking laws and guidelines.
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| 02/14/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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As of today, XX/XX/XXXX, I am over composing letters for requests for XXXX XXXX XXXX/ ShellPoint Mortgage Company .
On XX/XX/XXXX my family and I experienced damage to our home due to a tornado causing a tree to fall through our ceiling.
We received an initial payment of {$36000.00} which we signed over and sent to our mortgage company at the time, XXXX.
We hired a contractor to work on our home, and he was approved by our mortgage company, on XX/XX/XXXX. On XX/XX/XXXX we supplied all the documents to the mortgage company and still had to wait until XX/XX/XXXX for our contractor to receive an initial payment of {$18000.00}.
Once the builder started working on our home, he informed us that there was more damage and started getting estimates to XXXX XXXX so that there would be enough money to fix our home.
On XX/XX/XXXX we settled with the insurance company because our builder assured us, he would be able to complete the job for {$73000.00}.
Unfortunately, soon after settling we learned our contractor hadnt worked on our home since XX/XX/XXXX. The area of the roof that was worked on, they had re-used broken and splintered joists and rafters that had been hit by the 40ft tree. They also left that area left uncovered with XXXX sheets and felt for our home to be rained on for 3 months. Thus leaving it in worse condition than the original damage the tree caused. For those reasons and many more we decided to terminate XXXX XXXX with XXXX XXXX XXXX XXXX on XX/XX/XXXX. Soon after we filed a police report with the XXXX XXXX Sheriffs Department for Home Improvement Fraud. Its dated XX/XX/XXXX, case # XXXX.
Before we officially terminated the contractor, I spoke with XXXX with the Loss Draft Department for ShellPoint to inform them of the situation at hand and was told we needed to have the contractor sign a Waiver of Lien. Which we did. I also asked what they were going to do about getting the money that was taken by Mr. XXXX, as it is evidenced and documented in the investigators report, he had not used all the funds given to repair my home. I told there was nothing they could do, because they do not have the resources. This left me rather frustrated because here we are victims of a natural disaster and now victims of home improvement fraud, and our mortgage company, the company that required us to hire a LICENSED AND INSURED CONTRACTOR WONT STEP IN ON NOT ONLY OUR BEHALF BUT THEIRS AS WELL, THEY HAVE AN INVESTMENT IN OUR PROPERTY AS THE LENDER.
At that time, we had decided enough was enough. We wanted to take our homes future in our hands, because license contractor or not, money lost was not going to fall on the mortgage company. It would be taken from the home WE live in. We were advised by XXXX, a ShellPoint representative to complete a letter of self-repair, which we did and submitted on XX/XX/XXXX. In our letter we explained that it is in the best interest of XXXX and Lender that I serve as Owner-Contractor, because I have a great interest in my home being whole again. At the end of the day I am the one responsible, contractor fraud or not. I further went into detail on the experience we had with our former contractor and how I can not fathom putting our trust in anyone else to appropriately use the remaining insurance disbursement for actually repairing our home. At this point, with {$18000.00} gone, and almost all of the 26 % work it covers still to be completed, doing self-repairs will be the only way we will come in under budget, and add value when done. We sent them receipts for repairs we had already done with our personal savings. We requested emergency funds be released so that we could hire a roofer to fix the roof that had been leaking for months. We needed funds to do the most efficient repairs to mitigate any further damages caused. That request went unanswered which forced us to use rolled roofing as a temporary fix.
We didnt hear anything back concerning that letter, until I contacted ShellPoints loss draft department and spoke with XXXX a few weeks later only to be told we needed to compose a letter for why we dont feel comfortable hiring another contractor. I have already covered that in my first letter, so why? I was then informed that because our home repairs were over {$40000.00}, they couldnt grant my request for self-repair, but would forward my letters to their parent company and well see what happens. I asked why I couldnt speak with someone at this mysterious parental company, in which they would not name and was told that I needed to draft up these letters and they would reach out to them on my behalf.
Today ( XX/XX/XXXX ) I called ShellPoints Loss Draft Department to follow up on my letter that was mailed via certified mail on XX/XX/XXXX, and was told by XXXX at this time, again they could not approve self-repairs for amounts over {$40000.00}, but he would pass my letter onto the mysterious higher ups.
It does no one any good to leave my home damaged. The mortgage company benefits most once my home is restored to the condition it was in when we bought it. And I plan on it being better than that.
As I have said in my certified letter to ShellPoint and will reiterate here- The responses weve been getting from Loss Draft Agents concerning the funds in escrow for repairs is unacceptable, first and foremost is the response to our request emergency roof repair or for reimbursement on monies already spent or draws to work either performed ourselves or to be sub-contracted out acting as Owner-Contractor. The Louisiana State Board of Licensing for Contractors ( LSLBC ), and Louisiana Statutes grant me the right to be exempt from many of the laws requiring a license for work performed on my own home, and that right granted by the State of Louisiana cant be taken away. The Covenants of our Mortgage Agreements neither prohibits, nor could it violate my rights, and also states ShellPoints right to Restoration or Repair, and that they may pay for repairs and restoration in a single disbursement or a series of progress payments as work is completed.
We have also not only found it very hard to communicate with someone with authority or in management resolve this matter, but have found it to be an impossible task, so I am also requesting contact information to be provided with the name, direct telephone number, and email of a contact or department for handling special circumstances for getting in contact with a person or people with authority to work with me on ShellPoint Financial Corporations behalf.
I would appreciate if ShellPoint would give a written response to the following questions : 1. Why were we required to hire a licensed and insured contractor if ShellPoint didnt have any interest in recouping monies lost from home improvement fraud?
2. Are the insurance proceeds paid to myself and ShellPoint that are now being held by ShellPoint in an interest-bearing account?
If so when will monies generated from interest be released?
3. Would like to have a written explanation as to why we havent had any assistance in emergency roof repair?
4. Ive submitted receipts for repairs made, when can I expect reimbursement?
5. A total of {$70.00}, XXXX has been paid in insurance proceeds, although we occurred a loss of {$18000.00} due to contractor fraud, leaving {$52000.00} that has been deposited in ShellPoints escrow account. Having said this, I would like to know why cant we have ShellPoint 's blessing and move forward with self-repair? Thats only {$12000.00} over the {$40000.00} limit discussed. In the bigger picture, since ShellPoint couldnt be involved in recovering the {$18000.00} lost, whats the point anyway? Why step in here, but not there?
I am fed up and have been left with no option other than to file this formal complaint in hopes that this may finally come to a reasonable resolution.
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| 05/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I do not know where to turn, I am a XXXX mom of XXXX girls and this was our dream to have a home of our own home, especially after being a 24 year verbally abusive marriage. This was amazing to have a home to come home to where we were not walking on eggshells and not filled with anger and putdowns. Everything was great until last year when the hurricane hit south Florida, my original mortgage company XXXX XXXX told me I didnt have to make 3 payments because of my hardship of having my own business and not being able to work for weeks afterwards.
My home had extensive damage with it leaking all throughout the house. They told me they would just add the three payments to the end of my 30 year loan and I agreed. Somehow through all this mess my bank ended up sending them 2 of the three payments and I figured I would struggle somehow and at least I wouldnt owe as much. A few months later my mortgage company sold to Shell point, I never received a letter and so I kept sending my payments to XXXX XXXX. When all of a sudden Shell Point calls me and tells me I am in pre foreclosure They tell me that I am 3 months in the Rears. I'm floored and say what are you talking about who are you? As I didn't even know who they were. They tell me they're my new mortgage company and that they haven't received two months of my payments and that I'm 1 month behind from XXXX XXXX. I tried to explain to them that I had a forbearance with XXXX XXXX for the one month and then I'm current in my mortgage payments and I could prove it because my bank sends it straight to XXXX XXXX.
They tell me that they don't believe me and they are going through with a pre-foreclosure. I go to the bank and I get all of the copies of my checks and I paid to XXXX XXXX and tell Shellpoint that they should fight with XXXX XXXX because I already paid my payments. I tell that I only owe one payment and that is in deference at the end of my 30-year loan which XXXX XXXX originally told me. Shell Point comes back and says we don't care, you're still in default of your loan because you owe that one payment. So, I am basically XXXX at this point as I dont want this on my credit so I made arrangements with a lady named XXXX XXXX to make extra monthly payments to pay off that 1 mortgage payment that obviously was never deferred or if it was, Shell Point was not going to honor it. Again this was another hardship for me having to pay an extra {$170.00} a month on top of having to already paid out two payments at once to Guaranteed Rate.
In the meantime in between all of this, I have not received any money from my insurance company for the damages even after getting an adjuster. I now had to get an attorney to sue my insurance company for my money to fix my roof which was still leaking in multiple places in my house. When we finally got the money from my insurance company the check was made out to me, the attorneys and my new mortgage company Shell Point. Shell Point held my money in hostage and said they needed to send out their inspectors to make sure the work was done. I had borrowed money to fix my roof prior as I didn't want to have mold in my home, I just needed to be done and finished. I said fine, come and inspect it because everything is done and I need my money. They took weeks to get their inspectors out here and twice I took off of work and lost money and their inspector never showed up. They never really cared about this when I complained, they acted like it was nothing and for me, this was a whole other hardship.
When their adjuster finally came out and saw that everything was done, she sent a report back saying so. Yet still, Shellpoint held onto my money saying now because my loan was still technically in default they were not going to release my money. So yet again I had to borrow money to pay off that one loan payment to make my loan was now current which I did. It still took them another 4 weeks to give me my money from the insurance company. When I thought all of this was behind me they now called me yet again and told me I was in default because my mortgage payment went up. When I asked why they told me because I had no insurance on my home or there was a lapse of insurance on my home. I told them I could prove that there was never a lapse of insurance and called my insurance adjuster and had him sent over a paper stating that I was current and there was never a lapse in my homeowner 's insurance. They somehow lost my paperwork so I had to send another letter stating the same thing. They never got that one as well and it seemed like everyone I talked to didn't know what the other hand was doing, there was never any notes in my file and no one would ever email me the discussions that we had previously.
Again I emailed them all the information they needed about my having insurance but in the meantime, I had to pay them the difference of them putting their own insurance on my mortgage because yet again they screwed up. I ended up paying them because time was going by and I was still looking like I was in default. I'm proud to say I have a XXXX credit score and I didn't want a default payment on my credit so again I had to come up with the extra money to be able to pay this difference. They said that they would credit my account the money that I had already paid out for their mistake.
The latest XXXX up with them, is yet again they held my payment and said it wasn't a full payment and it was because my mortgage payment went up again. When I asked for a payment history they sent me one and I sent it to my mortgage broker friend who got me the loan in the first place. She has been in the business for the last 35 years and could not understand what was going on in this document. She was confused as I am with all they have done. She is the one who told me to write to you and see if there was anything you can do about it. I would refinance but then I would have to come up with the closing cost which I can not afford again. It took me years working two jobs to get the money to buy this home in the first place and I dont feel I should have to be punished for having this horrible mortgage company. It seems like every single month there is something else going on and I am always behind, even though I have never had any problem like this with XXXX XXXX in all the years I was with them.
Every month Shell Point seems to call me and tell me there's a shortage, telling me I'm in default yet again. I've never been late as the bank automatically sends out my payments to them and I was never late in all the years I was with XXXX XXXX. I'm a XXXX mom with my own business, I have enough stress in my life without having to worry about my mortgage company calling me every month with some XXXX like they come up with. I would really like to refinance and get a new loan but I can not afford to so I am asking if I can get out of this mortgage company because of the lack of professionalism and the fact that they are in a class action lawsuit for XXXX people over like me.
I would be happy to send you all of the documents I have between my attorneys and them trying to get my money and the paperwork saying that I never had insurance and all the other documents. I'm begging you to please help me get out of this mortgage company. I had been in the real estate business for the last 35 years and this is the worst mortgage company I've ever seen. Every month my XXXX XXXX goes up and I want to scream, I could understand if I wasn't paying my bills but to have to take two hours out of my day, losing money to have to deal with this every month it's just making me sick, literally. If you can help me I would so appreciate it. I thought by buying my home I would have a piece of mind but this is really making me crazy anything you can do would be greatly appreciated.
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| 01/17/2020 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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XX/XX/XXXX NewRez LLC d/b/a Shellpoint Mortgage Servicing f/k/a New Penn Financial XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX VIA FIRST CLASS MAIL AND CERTIFIED, RETURN RECEIPT REQUESTED XXXX XXXX XXXX XXXX XXXX ALSO VIA FACSIMILE TRASNMITTAL XXXX To Whom it may Concern ; I am Counsel to Mr. XXXX XXXX and am contacting you pursuant to the provisions of Massachusetts General Laws, Chapter 93A, Section 9, the Consumer Protection Act.
Upon my review of various correspondences from your organization it is clear that you have committed a Breach of Contract and other violations of the Consumer Protection Act. These actions relate to Loan No. : XXXX, date of execution, XX/XX/XXXX ( hereinafter the Loan ). In addition as clearly delineated below, your acts are far beyond the standard of willful and knowing and as such fulfill the statutes requirements to initiate a trebling of the existing damages as well as attorneys fees.
Your claim that there were delinquent taxes is self-serving and false. You made no effort to inform Mr . XXXX of your tax vendors assertion, but instead unilaterally took steps that you have no authority to take, and your failure to ensure accuracy in your decision making has now caused irreparable harm and damages.
Furthermore, in light of your assertion that this breach was initiated by a tax vendor, I am further requesting the name of said, tax vendor, so as to place them on notice of this 93A Demand Letter as well as any/all documentation supporting these claims, statement or assertions.
As part of my outline of requested relief, I make specific reference to your correspondence dated XX/XX/XXXX ( hereinafter XX/XX/XXXX Letter ) ( See attached Exhibit A ), which amounts to several admissions of liability, continued unfair and deceptive acts and practices and settlement attempts best described as unfair and deceptive settlement efforts.
Despite your claim that this loan is in default for XX/XX/XXXX through XX/XX/XXXX, the reality of this situation is as follows ; 1. Far before XX/XX/XXXX, in no less than 4 separate correspondences from Mr . XXXX himself, you were placed on notice of the Escrow Account Dispute. The investor, the servicers and all parties representing the lender or anyone that you might have any legal privity with, past or present, recognized the existence of a Property Tax Deferral on Mr. XXXX property, pursuant to M.G.L. c. 59 s. 5, clause 41A ( See attached Exhibit B ). This was the primary reason why the loan closed as borrower paid. Aside from the Escrow Waiver executed at the inception of the Loan ( See attached Exhibit C ), Mr . XXXX also received assurances via email from a specific employee of New Penn Financial.
2. Despite all the efforts made by the banks, investors, underwriters, title examiners and insurers and closing agents and attorneys, that prepared and assembled the Loan Origination contracts and documentation, your organization decided to unilaterally change the explicit terms of the existing contract. On or about XX/XX/XXXX Mr . XXXX noticed the presence of an Escrow Balance line item on his monthly statement. This effort was a clear breach of the contract established on XX/XX/XXXX. As you clearly admit ; the loan closed as borrower paid, non-escrow for tax and insurance since the loan to value was less than 80 %.
3. Once again your XX/XX/XXXX Letter provides explicit evidence of your intention to continue the breach of contract and increase your damages when you continue to discuss your Escrow Analysis. You appear to have completely embraced the Breach of Contract and are prepared to continue with it despite your admission supra item 2.
4. Once again your XX/XX/XXXX Letter provides explicit evidence of your intention to continue the breach of contract and increase your damages when you discuss your Investor not approving a tax deferral. Now your organization is presenting the classic psychological stages of grief. Perhaps grief at the knowledge that you have committed acts in violation of the contract as well as the Massachusetts Consumer Protection Act. This discussion is either some attempt to defend your Breach or perhaps this is the Denial stage ; You are now calling the Breach a simple offer by Mr . XXXX to have his Escrow account waived, which you are simply rejecting, of course. This is the basis of your unfair and deceptive actions.
5. Once again your XX/XX/XXXX Letter provides explicit evidence of your breach of contract. Your offer to approve a shortage spread is a complete and absolute admission of liability for breach of contract and also prima facie evidence of your unfair and deceptive settlement practices. As your first attempt to mitigate damages does not offer anything near the benefits afforded Mr . XXXX by the Property Tax Deferral Statute, M.G.L. c. 59 s. 5, clause 41A.
6. Once again your XX/XX/XXXX Letter provides explicit evidence of your intention to continue the breach of contract and increase your damages when you discuss offers that provide none of the benefits afforded by the original Tax Deferral. I speak specifically to your claims that this loan is in Default. Mr . XXXX has always been prepared to pay the monthly principal and interest figure as agreed in the original contract, yet as part of your continued unfair and deceptive acts, you have comingled this disputed Escrow Issue, with the monthly statement amount. You are clearly aware that this dispute refers to an escrow balance and in no way relates to loan monies, however your fateful decision to co-mingle these disputed escrow figures with the monthly loan payment is yet another unfair and deceptive act.
Despite the tenuous stance of your current circumstances, Mr . XXXX is a fair individual and has no desire to take advantage of your servicing and management deficiencies. As soon as your organization discontinues its breach and other unfair and deceptive acts, Mr . XXXX is prepared to continue making full payment on the total principal and interest figure that is due and owing.
Your Organization must immediately cease and desist any/all claims or efforts regarding default of this loan. Furthermore, Mr . XXXX is simply seeking the benefits afforded to him under the existing Property Tax Deferral Rules of the Commonwealth of Massachusetts. You are aware or should be aware of these as well as all applicable Massachusetts rules and regulations. I am certain that you and your organizations Board of Directors and specifically named Managers made such assurance to the Secretary of the Commonwealth of Massachusetts when you registered as a Foreign Limited Liability Company on or about XX/XX/XXXX.
Furthermore, I make formal demand that you remove this account/loan from any/all default or late status of any kind, including but not limited internal memorandum and account notes, any and all information relayed to a 3rd party or other reporting or data gathering entity. Mr . XXXX reserves the right to amend this demand should any additional effects of adverse financial dissemination arise at any point in the future, with no statute of limitation as you are currently on formal notice of the past present and seemingly ongoing breach of contract, and unfair and deceptive acts on the part of your organization, its agents an servants.
Pursuant to the provisions of Massachusetts General Laws, Chapter 93A, Section 9, the Consumer Protection Act, you have the opportunity to make a good-faith response to this letter. Your failure to do so could subject you to triple damages, attorneys fees and costs, as such I strongly advise you to bring this to the attention of your legal counsel.
Sincerely, XXXX XXXX XXXX, Esq.
Staff Attorney XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX, XXXX, MA XXXX Phone : XXXX Fax : XXXX Email : XXXX Web : XXXX cc : XXXX XXXX XXXX XXXX XXXX
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| 05/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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" Shellpoints '' reporting to " CRAs '' are riddled with copious errors. Despite " Borrower 's '' multiple requests from XX/XX/XXXX through XX/XX/XXXX for " Shellpoint '' to repair the copious errors on the mortgage loan providers reporting to " CRAs, the errors remain.
Most noticeable was the disappearance of the six ( 6 ) year Foreclosure Started ( FS ) notation on Shellpoint reporting to " CRAs. '' The FS notation was included in Shellpoints monthly reporting to " CRAs '' from XX/XX/XXXX through XX/XX/XXXX. The FS notation is in reference to XX/XX/XXXX, foreclosure, one week after " Borrower '' contacted " Shellpoint '' on XX/XX/XXXX, requesting to speak to a supervisor about the questionable activity on Borrowers " Account ''.
According to a XX/XX/XXXX conversation with " Shellpoint CSR, '' " Shellpoint '' allegedly rescinded foreclosure on XX/XX/XXXX. Provide Borrower XX/XX/XXXX, order to rescind foreclosure. Provide Borrower XX/XX/XXXX, intent to foreclose notification for Shellpoints lawyer. However, " Shellpoint '' did not remove the FS status from Shellpoints CRAs reporting until " Borrower '' filed a XX/XX/XXXX, CFPB complaint in regards to Shellpoints CRAs reporting, unrelated to FS notations. " Shellpoint '' caught the error in Shellpoints CRAs reporting by accident and removed the negative monthly reporting after six ( 6 ) years. If " Borrower '' had not sent a complaint requesting Shellpoints " CRAs '' reporting be repaired, the XX/XX/XXXX FS notation would still be on " Shellpoints '' monthly reporting to " CRAs. '' The subsequent noticeable discovery was the High Balance of {$170000.00} was not wholly removed from Shellpoints " CRAs '' reporting after " Borrower '' had sent QWRs establishing the {$170000.00} High Balance is not associated with " Borrower 's '' " Account ''. However, the {$170000.00} High Balance is reported throughout the Payment History of the Shellpoints " CRAs '' reporting. Borrowers " CRAs '' XXXX Credit Report shows XX/XX/XXXX and XX/XX/XXXX Account High Credit to be {$170000.00}.
" Shellpoint '' s XX/XX/XXXX response to " Borrower 's '' " CFPB '' XX/XX/XXXX complaint states, " Shellpoint '' is obligated to furnish the " CRAs '' with accurate information. " Borrower '' claims " Shellpoint '' uses this line as an excuse to deny customer requests, but " Shellpoint '' does not practice the obligation of furnishing accurate information in reports to " CRAs. '' " Borrower 's '' XX/XX/XXXX, " CRAs '' XXXX Credit Report shows XX/XX/XXXX payment 30 Days Past Due ; August 2016 120 Days Past Due ; October 2016 120 Days Past Due, while no payments were made to " Account '' from " Borrower '' in XXXX. Shellpoints CRAs reporting is inaccurate.
" XXXX XX/XX/XXXX response to " Borrower 's '' " CFPB '' XX/XX/XXXX complaint states, " Shellpoint '' is obligated to furnish the " CRAs '' s with accurate information. The information in " Shellpoints '' reporting to " CRAs '' continues to be inaccurate after multiple requests by " Borrower '' to update Shellpoints " CRAs '' reporting with correct information.
" Shellpoint '' responded on XX/XX/XXXX, to " Borrowers '' XX/XX/XXXX, " CFPB '' complaint, stating, Although an error was made on loan, the responses did not provide corroboration a credit correction would be made as there was not an impact to the credit reporting.
" Borrower '' holds to the argument ; one may surmise " Shellpoint '' XX/XX/XXXX forgiveness and reversal of ALL past due fees and payments between XX/XX/XXXX and XX/XX/XXXX goes hand-in-hand with the removal of negative past due to payment statements on Shellpoints " CRAs '' reporting for XX/XX/XXXX through XXXX.
Remove ALL negative Shellpoint monthly reporting to Borrowers CRAs reporting for XX/XX/XXXX through XX/XX/XXXX, immediately.
Provide goodwill gesture removal of ALL negative Shellpoint monthly reporting to Borrowers CRAs from XXXX through XXXX, immediately.
On XX/XX/XXXX, " Borrower '' sent a CFPB complaint to " Shellpoint '' communicating, XX/XX/XXXX credit reports for " Borrower 's '' " Account '' show XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments as being unavailable. However, a XX/XX/XXXX credit report showed XX/XX/XXXX payment as being on time. XX/XX/XXXX payment was made on XX/XX/XXXX. XX/XX/XXXX payment was made on XX/XX/XXXX. XX/XX/XXXX payment was made on XX/XX/XXXX.
" Shellpoint '' responded to Borrowers XX/XX/XXXX, CFPB complaint on XX/XX/XXXX, through CFPB 's online portal. " Borrower '' did not receive a written response through the mail. However, CFPB 's '' website was down for repairs or maintenance when " Borrower '' went to read the response.
" Borrower '' called " Shellpoint CSR on XX/XX/XXXX, to verify the payment dates " Shellpoint '' had for the first four ( 4 ) monthly payments for XXXX when " Borrower '' was verbally accosted and refused service by " Shellpoint CSR.
Provide Borrower audio recordings of conversations on XX/XX/XXXX, with two ( 2 ) Shellpoint CSRs and Shellpoint Supervisor. Provide Borrower with written transcripts of conversations on XX/XX/XXXX, with two ( 2 ) Shellpoint CSRs and Shellpoint Supervisor. Provide Borrower complaints filed on XX/XX/XXXX, by Shellpoint CSR and Shellpoint Supervisor.
" Borrower '' retrieved " Shellpoint 's '' response to XX/XX/XXXX, CFPB complaint on XX/XX/XXXX, when the CFPB online portal was operational. " Shellpoint '' admitted that another error has occurred in Shellpoints " CRAs '' reporting, Our records indicate " Shellpoint '' responded to three Automated Credit Dispute Verification disputes and provided the date of " Account '' information as of XX/XX/XXXX, which resulted in the payment history profile not being populated with the " CRAs '' beyond XX/XX/XXXX.
We can confirm the XX/XX/XXXX credit reporting file was submitted to the " CRAs '' during the month of XX/XX/XXXX and your payment history profile will re-populate the XX/XX/XXXX through XX/XX/XXXX installments as current.
The experiences " Borrower '' has had since working with " Shellpoint '' to correct errors in Shellpoints " CRAs '' reporting have been just as stressful and angst-ridden as was the process of obtaining a prompt and correct answer from " Shellpoint '' about the XX/XX/XXXX questionable " Account '' activity.
On XX/XX/XXXX, " Borrower '' asked, " Shellpoint SPC '' if copies of Account communication logs and notes could be obtained if " Borrower '' put the request in writing.
" Shellpoint XXXX '' informed " Borrower '' that the only way to obtain the call records and notations was in a courtroom. To make sure " Shellpoint XXXX '' understood what " Borrower '' was asking. " Borrower, '' asked, " Shellpoint XXXX '' to clarify what " Shellpoint XXXX '' had stated.
" Shellpoint XXXX '' repeated " Shellpoint XXXX '' statement, informing " Borrower '' that " Borrower '' would have to go to the courtroom to obtain the communication records and notes for " Account. '' " Borrower '' questioned " Shellpoint Manager over the phone on XX/XX/XXXX, about the truth behind the " Shellpoint Manager statement.
When pressed for a response, " Shellpoint Manager stated " Shellpoint Manager believed the statement may be false but could not be sure until " Shellpoint Manager researched it further. " Shellpoint Manager never provided results of " Shellpoint Managers research into Borrowers question.
Provide Borrower audio recordings of conversations on XX/XX/XXXX, with Shellpoint CSR and Shellpoint Manager.
Provide Borrower with written transcripts of conversations on XX/XX/XXXX, with Shellpoint CSR and Shellpoint Manager.
Provide Borrowers complaint filed on XX/XX/XXXX, by Shellpoint Manager.
Provide results of Shellpoint Managers report into the legality of Shellpoint CSRs answer to Borrowers question.
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| 03/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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Shellpoint Mortgage Servicing Loan # XXXX Date XX/XX/XXXX RE : Failure to honor 2nd forbearance agreement, leading to erroneous loan default beginning XX/XX/XXXX and continuing through the present.
To whom it may concern : I applied for the CARES Act due to the hardships and uncertainty surrounding the COVID pandemic as it affected our household. I understood that all I needed to do was to submit a letter stating our hardship and a loan forbearance would be forthcoming. I have 2 separate mortgages ( for 2 properties ) one with Shellpoint Mortgage Services ( SMS ) and a second with XXXX XXXXXXXX XXXX ( XXXX ). With my XXXX mortgage I have spent literally 30 minutes in total arranging a forbearance agreement ( XX/XX/XXXX thru XX/XX/XXXX ) along with a loan modification agreement ( payments resuming XX/XX/XXXX ), without submitting a single document. I expected a similar process with SMS and this was not the case and the result has been highly complicated, stressful and placed my home at risk of foreclosure. So if they are not allowed to demand documents then this nightmare could be over in moments.
SMS provided the initial 3-month forbearance with little difficulty, however when I applied for a continuation of the forbearance agreement I was met with obstacle after obstacle, obfuscation of what was required of me and continued confusion about documents required and received. My single point of contact ( SPOC ) changed 3 times in the matter of a month and XXXX XXXX ( my official SPOC ) was never directly available to talk with ( not once did we speak directly despite repeated attempts on my part ) and her surrogates were uninformed and unable to reliably confirm where I was in any process ( initially of forbearance, then of loan modification ) ever.
What I understood to have happened was I was never approved for a second loan forbearance because I was unwilling to provide the bank statements of my employer. I freely offered all my personal bank statements as requested, inquired as to why SMS would need my employers bank statements and never received a reply to my inquiry, in fact I never received any replies to any of my email and letter inquires literally ever from SMS or Ms. XXXX. I was in regular phone contact ( phone records available ) with SMS employees who were unable to answer my questions since they were not my SPOC.
At the end of XX/XX/XXXX when I realized my financial situation had improved and I no longer needed the loan forbearance, I requested a loan modification. SMS appeared to shift to processing my loan modification request, but since my loan had never made it through the forbearance process my loan was then considered to be in default. Due to the lack of communication from my SPOC ( outside of conflicting form letters see attached documents ), I thought SMS was processing my loan modification request as XXXX began, so I successfully submitted my XXXX mortgage payment online. I continued with the XXXX mortgage payment only to discover SMS had cancelled my ability to submit payments online, so I mailed my mortgage payment only to have it returned by SMS a few weeks later.
I have reviewed all correspondence between SMS and myself since this process began. If as the CARES Act states, documentation is not required for loan forbearance or loan modification, I find this entire experience intolerable, unnecessary, and horrifically stressful. I am now facing close to {$3000.00} in late fees, foreclosure fees, etc., not to mention the adverse effect this will have on my credit rating which to date has been exceptional.
I am asking that all fees related to a so-called default leading to a foreclosure be removed, that my loan forbearance be honored beginning with XXXX of XXXX thru XXXX of XXXX and that my loan modification be completed immediately with all amounts due ( minus all late fees, etc. ) moved to the end of the loan interest free, and that my credit rating be restored.
Timeline of events - highlights : ( see attached documents in chronological order ) XX/XX/XXXX I was originally given a 3-month forbearance ( with one additional month added later ). Account was originally assigned to SPOC XXXX XXXX as of XXXX, then SPOC XXXX XXXX on XXXX and finally arriving at the desk of SPOC XXXX XXXX on XXXX. On XXXX I received the letter required by Federal law informing me of my options.
XXXX Requested continued loan forbearance.
XXXX Requesting clarification for why SMS SPOC is requesting my employers bank statements. Form letter received stating that my forbearance plan has been extended through XXXX ( 4 months ).
XXXX Phone call at XXXX with SMS where I was told that my loan forbearance was granted from XXXX thru XXXX but not by my SPOC XXXX This verbal confirmation made me think that our situation was finally resolved, when in fact it was not. This was only the first of many conflicting messages from SMS.
XXXX SPOC requested documents, they were provided, minus my employers bank account statements.
XXXX Letter from me requesting continued forbearance and answering questions from SPOC.
XXXX - SMS sent letter saying documentation missing which I provided on XXXX ahead of their XXXX deadline.
XXXX Spoke with XXXX XXXX of SMS ( since SPOC not available ) regarding letter dated XXXX from SMS, who recommended sending the letter dated XXXX requesting further forbearance and answering more questions.
XXXX I continued to request forbearance and included a loan application ( Form XXXX XXXX XXXX XXXX ), Profit and Loss for XXXX thru XXXX per SPOC request.
XXXX SMS notice that I am in default prior to foreclosure. This came as a shock.
XXXX to XXXX -Back and forth emails about missing documents.
XXXX SMS confirms my application for forbearance is COMPLETE.
XXXX SMS confirms my application is INCOMPLETE ( another mixed message ).
XXXX SMS confirms my application is COMPLETE ( Is it or isnt it? ) XXXX I complete XXXX mortgage payment online for {$3400.00}. I think ( erroneously as it happens ) at this point that SMS is processing my loan modification request since by now I submitted a loan application and provided all my personal bank statements as well as my employers bank info, etc ...
XXXX -SMS reports that I have not applied for a loss mitigation workout after forbearance and that my loan is past due for the XXXX installment ( but I actually had a forbearance agreement that began in XXXX and continued thru XXXX another confusing and inaccurate communication ) XXXX I request from my SPOC the status of my loan modification request and received no reply whatsoever My SPOC is still focusing on transfers from my bank statements while I am being foreclosed upon!!
XXXX I reply to her questions.
XXXX SMS replies that my loan is in default and that foreclosure proceedings have or may commence soon.
XXXX SMS reports that my application is once again COMPLETE and this has granted you protection from foreclosure, yet on XXXX thru XXXX I am assessed {$1600.00} in fees related to foreclosure. This is just not right ( see mortgage statement dated XXXX ).
XXXX SMS reports that my documents are once again INCOMPLETE and that I have until XXXX or we may conclude that you have withdrawn your request for loan mitigation XXXX SMS reports that my application is COMPLETE, and they will need 30 days to complete their assessment.
XXXX SMS returns my XXXX mortgage payment.
XXXX In an email I express my frustration with the process and timing and misunderstandings, that since XXXX I have been providing documents and filled out forms and information and I still have nothing to show for my efforts except a home that is somewhere in the process of being foreclosed. Not a good situation.
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| 09/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I am submitting errors and questions regarding my mortgage for which I have been paying on for 20 years, with 10 years remaining. I feel threatened that the servicing agents are doing their best to take my home from me. I need any assistance you can give to me. I thank you in advance for anything you can do to aid me in the protection of my home.
I have been sending files to Shellpoint to give them the opportunity to correct changes to my statements that make no sense to me. They fail to provide me with sufficient proof of no wrong doing. I am enclosing all that I have worked on to date. I have enclosed all cover letters. I was not sure if I should send copies of all statements and records mentioned In the cover letters since there are so many. So including only those that are mentioned. However I am able to send more if you need them.
On XX/XX/XXXX XXXX XXXX sent an email that Greentree rejected my mortgage payment That I resubmitted to Shellpoint, not Greentree, because, I had discovered a credit to my bank account for {$680.00} with no explanation for the reason why, so to be sure I was credited a payment I resent another payment even tho the check had cleared my bank. Greentree Did in fact cash the payment I had bill payed for the XXXX payment, in XXXX. The resubmitted payment was not sent to Greentree, I sent it to Shellpoint. I then emailed Shellpoint that it was rejected and they somehow intercepted the rejection or XXXX XXXX realized it was not Greentree after all, and was then accepted and then processed. Enclosed : please find XXXX Transactions and email to Shellpoint dated XXXX XXXX. Along with an email FROM Shellpoint acknowledging the email from me. 3 pages all dated XX/XX/XXXX, XXXX also enclosed, bill pay to Greentree XXXX showing on XX/XX/XXXX proof of XXXX payment made and accepted, then a return on the XXXX of XXXX almost a month after they recd and processed my XXXX payment. Then bill pay to Shellpoint with first payment made on XX/XX/XXXX, the payment mentioned above made to Shellpoint NOT to Greentree.
Enclosed is payment history from Shellpoint. Showing payments recd about 10 days after they cleared my bank account. Which will show on my bill pays mentioned above. The lateness of posting these payments to my account have lowered the principal credit considerably, see the XXXX and XXXX payments to see the discrepancies, with no principal credit at all on the XXXX payment that was cashed and then later credited back almost a month later.
*****On XX/XX/XXXX, I received a reply letter from Shellpoint regarding correspondence that has been going on since the refusal of my mortgage payment. They have been corresponding by responding to my questions, yet giving false information back, I have done all I can to make them aware I am aware of the discrepancies on my loan. Now they reply in such a way to imply they have not control over my loan until they took over in XXXX. In my understanding any company that takes over a loan must adhere to the terms of the original agreement, making them now responsible to make my loan status correct to date. ENCLOSED IS THAT LETTER DATED XX/XX/XXXX.
Now my question is, IS Shellpoint simply once again just a name change and not a transfer to another servicing agent? As before, Conseco to Greentree to Ditech, now to Shellpoint. IF so and they are a name change, the XXXX payment has discrepancies that caused a principal credit not to be applied and shows me late paying. I have enclosed an address for all of them over the years. Enclosed See Addresses.. Also notice an Attorney in XXXX Michigan that has the same address as correspondence I am receiving through Shellpoint with no name on the form, that is a foreclosure Attorney. I remember an attorney from XXXX Michigan when I had Conseco as my servicing agent, if this is the same attorney, then yes Shellpoint is connected with Conseco. I feelings is they were trying to refuse payment claiming I was behind so they could repossess my home. I am under the impression they refused payment trying to foreclose on me. But my records and correspondence showed them I had proof of my payments and foiled that attempt to foreclose. Once again leading me to believe this is a name change only in mortgage servicing agents, and they are trying to hide that fact.
XXXX found searching thru XXXX search : see Enclosed Received on XX/XX/XXXX from (? name not given ) XXXX XXXX XXXX XXXX Mi XXXX. Looking online research this is where I found the foreclosure attorney. Attached forms are for Shellpoint welcoming letter and forms, dated XX/XX/XXXX, that I was not made aware of prior to this notice being receive on XX/XX/XXXX. Which is confusing as to no notice coming to me prior ,XXXX to the XXXX payment being due. Was this a deliberate attempt to make me late with my payment? Yet it states first payment due XXXX XXXX : SEE ENCLOSED COPIES Marked recd XX/XX/XXXX.
The last file I am sending is the Last mailing I sent to Shellpoint and I am enclosing ALL documents I sent in to them.. This is the file they replied to that I marked recd XX/XX/XXXX, just above that I placed stars ***** in front of.
Just my further concern as to what is happening to my account : Simple interest loans should be illegal, it is not explained in the original loan. A simple interest loan would NEVER be paid in full, creating a balloon payment at the end. If you pay on time your late, and receive no credit towards the principal balance, because if payment is made 34 days apart your always paying interest only. You would need a full list of my payments to see how this has been done to my account. ( I do have a copy from Greentree and one from Shellpoint of their records of my payments, but I was not sure if I should upload this as well, so did not, but can send if needed ) Fortunately I discovered this early on in my loan and adjusted my payments to 20 days before my actual due date. However they still applied payments way after I paid, so they could adjust the principal to less than actually paid.
Balloon payment, nothing on my loan mentions the possibility of a balloon payment. I have discovered a clause on Shellpoints contracts that do mention a balloon payment. You will find as you go over my records I am sending that servicing agents have fraudulently made charges to my account and deferred amounts to the end of my loan which would in fact cause a balloon payment, which would be due upon the end of the loans contracted due date. No way a senior would be able to pay or obtain a loan to pay at the age we are at the time of the final payment. While they can not change my original contract, there is NO mention of a balloon payment and if they successfully add payments at the end, I will be forced to pay or lose my home. So if they can not foreclose as it appears they have been trying to do, they will then force a balloon payment on me, causing me to lose the home one way or another.
As I mentioned at the beginning of this correspondence I do have more that I can share. But with what I have already sent this time was afraid to overload you with more.
I do not know if I have covered this well enough to show my problem but I did what I felt was needed to show the discrepancies that have occurred and the failure to recd adequate support in dealing with this matter.
I await further instructions on what I need to do to go forward with this matter.
Thank-you in Advance and I appreciate anything you can do to help me keep my home.
There is another payment to go out on XX/XX/XXXX, which at this point I do not have records to upload. And all future payments will be sent every 3 weeks from this point on.
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| 05/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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*** ( Please Note : Point of contact is the assigned person in loss mitigation to my file. The point of contact is also referenced as she and her in this letter. ) Ive experienced continuous unfair treatment with Shellpoint Mortgage Servicing ( NewRez LLC dba Shellpoint Mortgage Servicing ) through my point of contact. The discrimination occurred while working to receive a loan modification for my mortgage. The concerns havent been addressed by Shellpoint Mortgage Servicing after several complaints to management and allowed to continue.
Ive been trying to receive a modification, following up constantly, emailing, calling, and submitting all requested documentation. Ive been in this process since the beginning of XX/XX/2020. Ive went long periods of never receiving an update to the file even with my point of contact having two telephone numbers and an email address to directly reach me. During this process, Ive received updates to new requirements to my file by talking to random Shellpoint representatives not assigned to my loan. Due to my point of contact not responding.
The point of contact has never informed me of loan modification options that Im pre-qualified for from the investor that have more beneficial terms ( such as a lower interest rate and lower monthly costs ). The point of contact/loan modification specialist for Shellpoint Mortgage Servicing has withheld program details from me and attempted to steer me into less favorable loan terms. She has present this as my only option which isnt true and I learned of this by speaking to another Shellpoint Mortgage Servicing representative on XX/XX/2020. The discrimination was from the beginning of the loan modification process and has continued to worsen with my complaints. My point of contact within the loan modification department of Shellpoint Mortgage Servicing is retaliating against me based on my complaints Ive made. I believe her retaliation is furthering my adverse loan circumstances after the complaints, due to discrimination, unethical behavior that doesnt meet fair lending requirements, and redlining.
The point of contact, has held my file back from underwriting which has caused me not to receive the required assistance I need to get caught up with payments and save my home from adverse conditions and or foreclosure. I submitted all the required documents and my loan was truly never submitted timely/correctly by the point of contact.
My point of contact, has purposely tried to steer me into what I have learned on XX/XX/2020 is a CMOD which has the highest monthly amount which shes aware I cant afford. The CMOD doesnt have a reduced interest rate and a higher monthly payment amount of {$1400.00}. She has never once informed me that there are different loan modifications that Im pre-approved for such as the streamline and Flex MOD.
I learned about the streamline loan modification that wouldnt require documents first on XX/XX/2020 by another Shellpoint representative that isnt assigned to my file. Even after learning of the streamline option, the point of contact was attempting to hold up my process and I have email correspondence of her requiring documents to be signed after XX/XX/2020. I requested due to COVID-19 that I could final sign documents with the loan modification due to not having a working printer and state on lockdown. This was denied by my point of contact, even with receiving every requested document by underwriting she chose to hold my loan for any reason she could that wasnt a true requirement of review.
The point of contact never informed me of the FLEX MOD which was pre-approved by the investor for {$1100.00} and a reduced interest rate of 3.375 % and term of 480. Shellpoint Mortgage Servicing isnt adhering to XXXX XXXX guidelines for individuals experiencing hardships based on COVID-19. The point of contact has been deliberately discriminating against my loan modification process which is jeopardizing my home. I ask why would a point of contact in the loan modification department withhold the most affordable option from a concerned homeowner experiencing hardship during a global pandemic.
She has deliberately told me information that isnt factual that Ive learned of on XX/XX/2020. She told me that the higher payment of {$1400.00} would be required for three months. That the investor requires a higher payment to see that you are serious about retaining your home. This isnt the case and was a deliberate act of presenting false statements to steer me into a program that is a totally different modifications. The only program she offered was actually higher that my payment prior to applying for a loan modification.
She has chose me to single out to try to make it impossible for me to afford a plan. She also told me that the information would be delivered from XXXX within a few days. I have learned that no modification plan has been finalized and nothing was ever sent via XXXX. I also learned on XX/XX/2020 that CMOD arent the standard modifications and most people are being submitted to and that representatives are submitting borrowers to FLEX and streamline programs in which she has never offered me weeks and almost two months into my process which has been delayed purposely by the point of contact. I also learned XX/XX/2020 that my loan modification must have been submitted/approved by XX/XX/2020 to be eligible for a XXXX trial period start. As stated before, she told me that I was already approved which isnt the case and my trial period would start in XXXX.
Ive also learned nothing is missing from what I submitted, however my loan modification was sent back to the point of contact due to corrections on her submission which she has never complete of missing information of trial to start and summary notes. Two items that she could easily do and are her responsibility, however she has chose not to so she could continue to derail the assistance Im so desperate in need of.
Ive requested for my point of contact to be changed a few times which has never been done. I requested that of her manager & her managers manager step in directly to correct the deliberate mistreatment Ive faced. I requested my point of contact be changed and she isnt able to adversely affect my process to save my home any longer. I requested that Shellpoint Mortgage Servicing investigate all recorded calls, emails, and notes. Im not aware of any of these actions I requested ever being completed to help me.
I shouldve never experienced such deliberate and unfair actions to block the process of a successful loan modification.
The managers of my assigned point of contact as well as other Shellpoint representatives have received several correspondence from me regarding my issues and complaints which nothing has been resolved. This is why Im filing the complaint. Ive never experienced such outright and deliberate discrimination in any lending experience prior to this loan modification application. Its really discouraging to not have any assistance from management to stop an individual from purposely trying to cause a further hardship, force a homeowner into foreclosure, purposely withhold program options that are more beneficial that Im pre-qualified for by the investor.
I requested that a formal complaint be made within Shellpoint, but I dont believe they ever did anything regarding the complaint request either.
Shellpoint Mortgage Servicing should provide all available options and fair loan terms to all borrowers regardless of color, disability status, and areas in which they reside.
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| 11/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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I inherited this home when my mom passed away last year, and I had a lot of trouble being confirmed as successor in interest to even get information about the mortgage. It took Shellpoint Mortgage Servicing months to confirm me, and after Id sent them the information they requested many times, they finally confirmed me as SII but didnt tell me on one of the many phone calls I had with them during this time. They foreclosed on the house, and sold it at auction, after I was confirmed as SII, without giving me the chance to apply for a modification, or giving me the same rights as the original owner. I filed a complaint on here, and was one day away from being evicted from my home, when I received an email from them that they reviewed my complaint and decided to rescind the sale. I was ecstatic after the emotional turmoil Id been through from the eviction process, and from being one day away from being homeless. I thought Id finally be given the same rights as the original owner, and be able to modify the loan, and apply for the XXXX Mortgage Assistance Program to catch up the past due payments. But when I spoke to my point of contact, XXXX XXXX at Shellpoint, she informed me I couldnt apply for a modification because the loan wasnt in my name, and I couldnt have it transferred into my name, because the loan was past due. She told me I would need to apply for a loan assumption and I would need to have enough income and credit to be considered, but I wouldnt be approved because the loan was already past due. I was not offered any loss mitigation options because she said since the loan wasnt in my name, it wouldnt be approved. I told her thats not what the mortgage servicing rules from the CFPB state, and I quoted her this from their website : - [ ] Under 1024.30 ( d ), a confirmed successor in interest must be considered a borrower for purposes of this subpart and 1024.17, regardless of whether the successor in interest assumes the mortgage loan obligation under State law. For example, if a servicer receives a loss mitigation application from a confirmed successor in interest, the servicer must review and evaluate the application and notify the confirmed successor in interest in accordance with the procedures set forth in 1024.41 if the property is the confirmed successor in interest 's principal residence and the procedures set forth in 1024.41 are otherwise applicable. Treatment of a confirmed successor in interest as a borrower for purposes of this subpart and 1024.17 does not affect whether the confirmed successor in interest is subject to the contractual obligations of the mortgage loan agreement, which is determined by applicable State law.
Also this rule about having the loan put into my name : - [ ] Todays interpretive rule explains that because an heir has already acquired the title to the home, adding the heir as a borrower on the mortgage does not trigger the Ability-to-Repay requirements. The rule does not require the creditor to determine the heirs ability to repay the mortgage before formally recognizing the heir as the borrower. As the named borrower, the heir may more easily be able to obtain account information, pay off the loan, or seek a loan modification.
But she didnt agree with that and neither did anyone above her. I spoke with a few different supervisors throughout this ordeal and none of them agreed this. They all told me I couldnt assume the loan or do a transfer of ownership, or any kind of loss mitigation without proving my income and doing a credit check. I applied for the XXXX Mortgage Assistance Program, and they were going to approve me but they needed the loan to be in my name. They wouldve paid the entire loan off because there was only {$42000.00} left to pay on it, and they provide up to {$50000.00} worth of assistance. So I researched the rules with the CFPB, and with XXXX XXXX, who I was told owned the mortgage, on transfers of ownership so I could have it in my name. I called Shellpoint and asked to have the loan transferred into my name, but was told I couldnt do that by two different supervisors. They told me again Id have to apply for a mortgage assumption, and have the credit and income to be approved. I quoted them the rules from XXXX XXXX website on transfers of ownership and the federal restrictions on the exercise of the due on transfer clause : Permitted Transfers of Ownership subject to conditions In situations where all of the following conditions are met, XXXX XXXX will permit a Transfer of Ownership of the Mortgaged Premises : At least 12 months have passed since the Origination Date The Servicer has complied with all mortgage insurance requirements applicable to the transfer Either The transfer is to a transferee who occupies or will occupy the Mortgaged Premises as a Primary Residence and is : A parent or child of the transferor, or A grandparent or grandchild of the transferor, or A brother or sister of the transferor, or An original co-Borrower of the transferor under the Note, whether or not related to the transferor In connection with any Transfer of Ownership that meets the conditions of this Section 8406.4, a Servicer may not evaluate the creditworthiness of a transferee, require a transferee to assume the Mortgage or otherwise require the Servicers or XXXX XXXX approval of the transfer.
I was still told I couldnt do a transfer of ownership without doing a full assumption and evaluation of my creditworthiness, even after quoting them all of the above information. I spoke with a few different supervisors, and they told me I was interpreting it the wrong way. I explained that I just wanted to do a transfer or ownership so I could get approved for Georgia Mortgage Assistance program, and have the remaining loan paid off. The GMA program had to have something with my name on it in order to approve me. Even though I was approved as SII with Shellpoint, my name wasnt on any documents with them. They had everything under The estate of XXXX XXXX who is my mother, and the original borrower. Shellpoint told me there was no way to have my name on the loan without doing a complete assumption. Even after reading them the guidelines from the XXXX XXXX website, none of them would do a transfer of ownership for me, so that I could have my name on the loan, and get approved for GMA program, and have the loan paid off. The supervisors at Shellpoint argued with me and said that they dont do transfers of ownership and that I wasnt understanding the XXXX XXXX guidelines or the mortgage servicing rules the correct way. So even after the first foreclosure sale was rescinded, I still wasnt given the same rights as the original borrower, or given any loss mitigation options, and I couldnt have the loan put into my name, so that I could get any foreclosure relief assistance. Even though the rules from the CFPB explicitly state theyre supposed to do all of those things. The loan was too far past due for me to catch up on my own, but I wouldve been approved for the Georgia Mortgage Assistance program, who wouldve paid off the remaining {$42000.00} owed on it, if the loan was in my name. Shellpoint wouldnt allow me to do a transfer of ownership or follow any of the rules theyre required to follow when someone inherits a home after the death of a loved one. My mother left me her home when she passed away, and the CFPB made rules for this exact situation, and to make it an easy process. But I still dont own the home. Im going to have to go through the eviction process again, and face being homeless with my son once again.
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| 01/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX and shellpoint mortgage company of Newrez XXXX XXXX, XXXX mortgage company I became behind on the mortgage payments.
I had particular concerns about my situation as the loan was in my mothers name but the home has been my residency since XXXX she passed away in XXXX and because of that situation from the moment I spoke to XXXX XXXX I requested a single point of contact to help me with my concerns but every time I would call I would speak to a representative that I never spoke to before to the point where I requested a supervisor to get me in contact with a single point of contact They would lie to me this is your single point of contact I would try to contact but was never reached by phone and never responded to emails that happened hundreds of times speaking with them all the representatives stated they would be the Single point of contact that would be a problem that continued till the end During this Covid Pandemic of XXXX Created the hardship with obtaining documents for my successor of the property and when I did provide those documents XXXX XXXX pushed me into a Forbearance which at that point I was now able to communicate with them because I approved the successor of the property.
I saw the writing on the wall that they had no concerns of fixing the problem I was facing being behind so I started sending in payments plus approximately four to {$500.00} more a month towards my loan during that time.
The moratorium ended and on XX/XX/XXXX I received a notice of pending sale for XX/XX/XXXX posted to the front gate immediately I got a hold of XXXX counseling because I could not get any help from XXXX XXXX communicating with them.
I contacted XXXX and with their help we initiated a loan modification that was XX/XX/XXXX sent in all requested documents but when I would call they would say they did not get all documents I would repetitively send the same documents during this time they postponed the sale date to XX/XX/XXXX and during this process of the loan modification application and documents being sent in.
I learned They sold the mortgage to XXXXXXXX XXXX XXXXXXXX XXXX by Shellpoint mortgage a NewRez company XXXX XXXX was ending servicing XX/XX/XXXX and Shellpoint mortgage was assuming the loan XX/XX/XXXX XXXX XXXX did not inform me of the sale until I asked and XXXX days prior to their ending servicing XX/XX/XXXX my concern is with them what will happen as I am going through this hardship and loan modification XXXX XXXX stated everything will be transferred to the new loan service provider Shellpoint.
Immediately I reached out to Shellpoint on XX/XX/XXXX they did not have my mortgage loan information in their system when I called but from the letter that I received from Shellpoint when I learned they had bought the loan they had a single point of contact person on that letter. I sent her an email introducing myself the only response I got back days later from her is that she would review the file and contact me. She never did.
When I called back to Shellpoint many times they still did not have my file in their system.
It took until XX/XX/XXXX where they had me in their system and each time I asked for my single point of contact but to no avail she was not available so I requested a supervisor to contact me That call was XX/XX/XXXX a Wednesday.
Next day Thursday, XX/XX/XXXX I received a call from a XXXX XXXX late evening immediately I knew he was putting up a roadblock. I spent a considerable amount of time on the phone with him discussing the treatment I had with XXXX XXXX and where I was at the point of my loan modification after a long conversation he stated that he would get with my single point of contact tomorrow and review all documents and return a phone call Friday the XXXX XXXX that call never came.
XXXX morning I decided to email my single point of contact that I knew of, the one that I tried to reach out to every time I called Shellpoint to tell her that I spoke to her supervisor and perhaps they were busy and could not get back to me! I stated I would contact them Monday morning and that was XX/XX/XXXX XX/XX/XXXX when I called Shellpoint I learned they assigned me a new single point of contact. I got her information and I was sending her a introduction email and as I was doing that the phone rang. I answered itit was the new single point of contact XXXX XXXX from Shellpoint she immediately stated that she could not talk to me because they didnt have the information that I was the successor.
I stated to her I had long-standing being the successor and a letter from XXXX XXXX acknowledging that I am the successor and I could get my brother on the phone to speak to her she didnt say anything to the effect of yes or no on that and I said I will contact my brother and we will do a quit deed The property into my name immediately I got off the phone arranged it with my brother overnighted the paperwork to him and he had all documents signed and overnighted it back to me where I recorded that to the recorders office so the property is it my name and they no longer could deny me communicating as the successor that was recorded XX/XX/XXXX She told me that I could pay the {$25000.00} past due I stated to her Ive sent in almost {$20000.00} this past year in payments where did that money go.
she said you could finance with another loan company I stated to her theres never been a trust deed sale or default recorded onto my property.
I did find out is they recorded to it XXXX number that does not apply to my property record.
I received a letter from XXXX XXXX dating XX/XX/XXXX that they finally received all documents needed to proceed with the loan modification.
I never got a yes or a no answer to the loan modification from XXXX XXXX as they stated everything would be transferred and continued with Shellpoint mortgage company.
All of the conversations I had with Shellpoint were very troublesome they did not acknowledge me to be in the successor they did not acknowledge the loan modification or any desire to help XX/XX/XXXX I reached out to my XXXX counselor to do a joint phone call to Shellpoint the representative stated they would except the quit deed To show me as the successor.
XX/XX/XXXX I emailed them a copy of the recorded quit deed.
XX/XX/XXXX a stranger came to my front door and stated that their boss had bought this property this morning At a auction.
I called Shellpoint mortgage immediately after a long conversation with the representative she then stated oh your property was sold this morning.
I said there is a mistake there has to be a mistake as I stated they never recorded any trust deed sale or default onto my property and no notice of a sale date for XX/XX/XXXX and Ive been in this loan modification process and Ive got nowhere with this company they had my loan plus or minus weekends From the date XX/XX/XXXX to XX/XX/XXXX approximately 44 days.
In that time I contacted themsent emails.. paid them no response other than a brick wall. This has been an illegal foreclosure XXXX XXXX and Shellpoint have known they recorded documents to an unknown assessors parcel number XXXX.
No notification of any sell date for an auction other than to themselves XXXX XXXX sold the loan as I was going through this loan modification process this is what they call it insider mortgage Industry frequent flyer And Shellpoint and XXXX XXXX XXXXXXXX XXXX are all responsible.
I imagine how many other people that are going through this strategy I had to obtain an attorney and I am in the process of suing them all.
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| 09/17/2017 |
Yes |
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- Trouble during payment process
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Web |
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To Whom it may concern, On behalf of XXXX and myself I would like to thank you for your assistance on our unique issue.
The companies involved are Shellpoint Mortgage Servicing and XXXX XXXX XXXX.
All contact names, emails and numbers can be provided On or abouXX/XX/XXXX, We received a letter that our mortgage payment would increase by nearly 115 %. Our payment would go from {$1500.00} to nearly {$3200.00} a month! I tried to get in contact with XXXX XXXX within that week to find out why. All that was originally said was it was increased because of our escrow not being paid. I could not get a straight answer from anyone on the general call line as to why and what could be done.
We then got a letter around XX/XX/XXXX from a XXXX XXXX XXXX in regards to our mortgage. I made contact with XXXX XXXX and he was a huge help as he looked into things to find out what was going on. XXXX XXXX went over the facts of our account, the errors that occurred and speculated as to why it happened. It wasnt until we did so that we both learned that the home loan payment should have been around {$1800.00} a month. He explained that the escrow was calculated off of the land value and not the actual house. He stated that this does occur, but there is supposed to be a system of checks and balances that catch that within the first year. But, in our case they did not notify us until going into our third year! XXXX XXXX explained that it should have been caught in their audits each year and could not explain why it was not accounted for.
At that time, XXXX XXXX put me in contact to the corporate lawyer. The lawyer did contact me and we had a very brief discussion. He passed the info on to a XXXX XXXX XXXX with Shellpoint. My first attempts to get a hold of XXXX XXXX were not very successful. I kept a log on when I emailed and called her. You are welcome to that log and any proof of calls and emails at any time. It took twelve phone calls and eight emails spanning over two months to finally actually get a response and talk to her. I explained our situation and she listened to what I had to say and unfortunately came back without a real viable solution. Every solution at the time was to increase our payment to eventual payments that we would not be able to afford. She stated that according to her higher ups and account specialists, we could afford it. However, they never really asked what has transpired in our lives since we took out this loan. My wife, has had XXXX not once, but twice and this past XXXX she had a XXXX XXXX which nearly took her life. Over the past few years, our lives have literally been turned upside down. We got deeper and deeper in debt due to medical bills and less work. The stress has been overwhelming, but the one thing we always thought we had, was security in the comfort of knowing we had a roof over our heads and we were safe. Unfortunately, when we got that letter out of the blue this past XXXX stating that our payments would balloon to a staggering {$3200.00} a month you could imagine our reaction. Obviously, with our payments going up it was very concerning that we found out that it was due to a clerical error on XXXX XXXX or Shellpoint side that has caused this and nothing to do with us being at fault. In truth, we know through our conversations that this error does occur, but it is normal to catch after a single year through mandatory internal audits. However, as stated this was not caught until going into our 3rd year on this loan and by that time it had ballooned to a very large amount.
The first thing I would have thought we would have had from anyone within this process was some sort of an apology. Instead all we get are people that are more concerned on the bottom line and not the people being affected by this very costly error. At every turn, it seems that the representation that Shellpoint gives is that they just want our house or our money. All we wanted was a viable solution and not an increase of payment of {$300.00} for a few months then an increase to up to another $ XXXX {$1000.00} the following year. We have a 30 year note and thats the only solution? The best anyone can offer is to increase our payment to a point where it is not reasonable to afford?
I am not denying that we owe for the negative escrow on our account. But at what cost? We are being punished for merely being a loyal customer who always makes their payments. In fact, since our first house, we have never missed a house payment in over 12 years. My question is, where does our responsibility with this issue really begin and where does New Penns accountability start? Throughout this problem, there has been no accountability for any of this. All we have ever asked was that the company we entrusted to hold our mortgage, represent us with the care we all expect from a company that holds our home. That trust has been severely damaged.
At this point, we have a solution that we have been trying to tell Shellpoint. However, once again there is no return calls or emails. Over the past 2 months, I have been leaving messages with XXXX XXXX. Six emails and 8 calls with zero response. I have now started leaving messages with another Shellpoint representative by the name of XXXX XXXX. I have left 2 phone messages with him over the past weeks with no reply as well. In every email and call I stated that this is an attempt to pay! Since when does a company that is put in place to collect debts not call to collect money? We simply can not understand why we are treated as if we caused all this and we dont pay.
Furthermore, it is frustrating to try and attempt to pay and not get any type of correspondence in return.
Now, on top of all the other problems, Shellpoint is no longer accepting our payments. Each payment that we made over the past two months has been returned. These payments are in full to the signed contract we made when we took out the loan. Their reasoning is that the payment is not in full, including the negative escrow. This has resulted in them turning us over to the credit agencies making it look as if we were no longer making any payment for our home loan. This has hurt us even harder and increased our stress levels even greater, as it has reduced our credit rating so poor that we cant even get a loan to cover the escrow let alone what it is doing to our everyday lives and business. This is just another example of how we have been punished more, for just being a customer.
We do have a solution. We are not happy about it because it burdens all the weight of this on us and once again makes XXXX XXXX and Shellpoint hold no accountability or responsibility for the mistake made and the lack of professionalism from Shellpoint.
Through a gift, we will be able to pay in full and catch up the account. Therefore, eliminating the negative escrow on this account and bringing us to what our payment should be. Again, in our talks with XXXX XXXX, we believed that payment to be around {$1800.00}. With us making the payment in full, we are asking the following. First, eliminate all late fees and penalties on our account starting at the point of origin in which that was enforced. Second, immediately restore our credit to its original state by removing all negative reporting done on behalf of Shellpoint and XXXX XXXX. Further, by any other means that XXXX XXXX wants to help us with financial relief, as good faith will be appreciated.
Respectfully, XXXX and XXXX XXXX XXXX
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| 08/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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As a result of Covid-19, I have had to indefinitely XXXX XXXX XXXX XXXXXXXX. I also had to deal with XXXX XXXX for 7 weeks. In XXXX, Shellpoint Mortgage Servicing granted a two month deferment. In XXXX, I reached out to Shellpoint again to see if another deferment was possible. At that time, my business had been shut down, per government orders, for two months, since XXXX. I spoke with XXXX XXXX, on or about XX/XX/2020, and was informed that another deferment would be granted. During this conversation, the prior deferment was discussed, a payment arrangement was made for XXXX, the next payment that would be due after XXXX and XXXX were deferred, and we discussed an escrow payment that would need to be made in XXXX to keep my escrow current after these regular payments had been deferred. On XX/XX/2020, the deferred payment for XXXX was reflected on the account when online records were checked.
Fast forward to XXXX. One or about XX/XX/XXXX, I contacted XXXX to touch base, check on the status of things, and to change the scheduled payment date to later in the month, if possible. At that time, I inquired about the possibility of another deferment. The associate and I discussed the current environment and financial hardships. I was asked if I had gone online and submitted a request and I said that I had. After some more discussion, it was eluded to, that I would likely qualify for another deferment, giving me until XXXX before another payment would be due. I was told that I should expect to hear from someone in the next 7 - 10 business days. At no time, during this conversation, was I told that I was delinquent or that there was an issue with my account.
On XX/XX/XXXX, after not yet hearing back from anyone at XXXX, I called back. At that time, I was told that I would need to speak to my point of contact, XXXX XXXX. I was given his direct line and then transferred. After several days of leaving messages and missed calls, I was finally able to speak with Mr . XXXX. At that time, Mr . XXXX informed me that the deferment I was told we had back in XXXX, had been reversed and the account was delinquent for XXXX, XXXX and XXXX with the XXXX payment being due on XX/XX/XXXX. We were not notified that the deferment had been reversed and there was no real clarification as to why it was reversed. In addition to no clear answer as to why the deferment was reversed, Mr . XXXX could also not say when / if the house would go into foreclosure, just that it typically happens around 120 days delinquent. He also couldn't answer why these delinquent payments had not been reported to our credit or when they would be reported to credit. These are very difficult times and a flagged credit report or the house going into foreclosure is only going to make it even more difficult. Not having any clear answers and mixed messages is making this situation virtually impossible. In this conversation with Mr . XXXX he asked about my income and when XXXX XXXX would be able to open. It appeared that my responses to those questions had an affect on the deferment. Feeling overwhelmed and like the conversation was going nowhere, I ended the call.
On XX/XX/2020, I attempted to call XXXX XXXX. He was unavailable so I spoke with XXXX XXXX. Still seeking understanding about what happened with the deferment and what will happen moving forward, even Ms. XXXX was confused about the deferment. Several times, she stated that the XXXX payment was deferred, which caused me to become even more confused. After a bit of back and forth, and research, on her part, she was able to see that the deferment had been reversed. I requested protection under the Cares Act for a Covid related hardship and once again asked when the delinquent payments would be reported to credit services. After being told that the property would not go into foreclosure because of the Cares Act, I was informed that the property could go into foreclosure but would not go up for sale for a year. She was unable to give a concrete answer as to when the delinquent payments would be reported to credit services. I confirmed that the calls are recorded and asked for the call to be escalated. Ms. XXXX said that I would need to speak to my point of contact, Mr . XXXX, and that he would need to escalate the call. The call was transferred. I, unsuccesfully, attempted to reach Mr . XXXX several times that day. I did let Ms. XXXX know that I am going to be putting the house up for sale very soon. I am hopeful to keep it out of foreclosure so I can sell it.
On XX/XX/XXXX, Mr . XXXX returned my call at XXXX, Once again, we discussed the deferment, possible foreclosure, and credit reporting. Unlike what Ms. XXXX stated, Mr . XXXX said that because the loan is a private loan, it does not fall under protection of the Cares Act and that it can go into foreclosure. However, he was still unable to give a clear answer as to when foreclosure will take place or when the delinquent payments will be reported. I requested that the call be escalated and Mr . XXXX escalated the call to XXXX XXXX.
XX/XX/2020, Mr. XXXX returned my call. After going over the situation with the deferment and requesting clarity on when the property would be placed into foreclosure and when the delinquent payments will be sent to credit, Mr. XXXX said that he would get with Mr . XXXX to discuss the account to determine if anything can be done to assist during this process but that due to my lack of income, I would not qualify for a deferment. Though the reason I was given for the XXXX / XXXX deferment being reversed was due to the prior deferments not due to loss of income. Mr. XXXX also could not give me a concrete answer as to when the property will be placed in foreclosure or when delinquent payments will be reported. He stated that I need to do my best to get the house on the market as soon as possible. I let him know that I have a realtor and that I am making every effort to get it listed as soon as possible.
I have done my very best, in this current environment, to communicate with Shellpoint, asking for clear guidance and assistance to avoid the situation that I have found myself in today. I feel that I have been improperly guided by Shellpoint and its associates. From being told that I was given a deferment to that deferment being reversed with no notification, to being told the loan should receive protection under the Cares Act to then being told it does not, and the lack of answers regarding foreclosure and delinquent payments being reported to credit. There is also misleading information being provided regarding qualifying for a deferment. I have been told only one deferment per year, I've been told that I should qualify for another deferment until XXXX. But, I've also been told that because of my lack of income I don't qualify for deferment. How am I or anyone supposed to successfully navigate these difficult times when receiving different information every time a conversation is had?
Please advise as to what, if any, remedies I have at this time. I am working to get the house on the market but if it goes into foreclosure before or during that process, it will greatly effect the sales price. I am also hoping to not negatively effect our credit in the process.
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| 07/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I contacted Shellpoint Mortgage servicing via telephone to inquire of my options for my Mortgage on XX/XX/XXXX, after being terminated from my job on XX/XX/XXXX. During this call the agent suggested I initiate a COVID Relief Forebearance, and to call in when my employment started again. In XXXX of XXXX I contacted Shellpoint Mortgage Servicing to inform them I was working again. They then proceeded to send me forms to fill out to initiate a Loan Modification.
On XX/XX/XXXX I was contacted by my supposed Single point of contact at Shellpoint Mortgage to inform me that I would have to make a payment of {$1500.00} in order for the loan to be current in order to process the modification. On XX/XX/XXXX my Single Point of contact verified that the payment was received and that " we should have an update next week. '' I received no updates, however did make another payment on XX/XX/XXXX in the amount of {$1500.00} verified by email on XX/XX/XXXX. Also on XX/XX/XXXX I received an email after inquiring why my Mortgage was still showing as delinquent - the single point of contact for my modification stated " I am going to do some research to verify why your loan is still delinquent after the modification. I will follow up as soon as I have an update. '' On XX/XX/XXXX I sent an email to Shellpoint Single point of contact asking how the XX/XX/XXXX payment could be delinquent ( as shown in the online portal ) - the response was " I am still waiting on an update, as soon as I have one, hopefully tomorrow, I will follow up. '' On XX/XX/XXXX I received an email from a new person st Shellpoint " My name is and I am working on your loan modification with . It looks like there was an issue with the last modification that we drew up and we needed to send you revised modification documents. It looks like we mailed those out on XX/XX/XXXX. Have you received those by XXXX yet? And if so, do you have any questions on the new terms of the modification? Please let me know, I will be happy to go over those with you. '' I replied on XX/XX/XXXX " XXXX is scheduled to deliver them today actually. May I ask what the revisions are to the Modification? Also, I am receiving almost daily calls stating that I am in arrears - may I ask where that stands? '' to which I received a reply " It looks like there was a payment missing from the modification documents and that may be why your account still showing past due. Your new balance has changed to {$100000.00} and the new total monthly payment will be {$1500.00}. That is all that has changed. I apologize for the calls. I can submit a complaint that will hopefully stall those until we get the modification completed. '' XX/XX/XXXX I receive yet another email from Shellpoint " Congratulations weve approved your loan modification! Please send us your signed and notarized agreement documents right away, so we can finalize your modification. '' On XX/XX/XXXX, we notified the Contact at Shellpoint that the documents had been sent via XXXX - we received a reply right away thanking us for sending them so promptly.
On XX/XX/XXXX I called to make a payment with Shellpoint after being unable to log into the Shellpoint payment portal. Upon calling I was notified that the loan was transferred to XXXX XXXX, and I would have to contact them to make the payment - I sent the following email to my Modification contact " Hello , Needless to say, I am now extremely concerned over that state of this loan.
Once again today I called in to make a payment, but this time I was told that the loan was transferred on XX/XX/XXXX to a new company, and that the agent that took the call has very limited visibility into the documentation. Could you please inform of what happened between the XXXX of XXXX, when you received the modification documents, and the XXXX - when apparently the loan was handed off somewhere else. I am now EXTREMELY concerned over the handling of this modification. '' to which I received a reply from Shellpoint " Your account was service transferred. We sent a letter on XX/XX/XXXX to advise of the transfer and the new servicers contact information. We have sent the modification over to the new servicer who will honor the agreement that Shellpoint offered. We will no longer be able to see details on your account and you will need to contact XXXX XXXX to make your next payment. '' I contacted XXXX XXXX, who were quite obnoxious that I was " very delinquent '' so I contacted my contacts at Shellpoint via email on XX/XX/XXXX " Well I called XXXX.
XXXX XXXX says I owe a payment of {$9500.00} - And that NO information was transferred regarding a modification. and Therefore, I owe {$9500.00} immediately.
I need your assistance here - needless to say, this doesnt give us good feelings about this being a clean transfer of the Modification. '' I received a reply from Shellpoint on XX/XX/XXXX " is currently out of the office until XX/XX/XXXX I am currently assisting her. According to our records all the documents are transferred to XXXX upon the service transfer of your account. Please try to see if you can speak one of the manager from the XXXX and have them research the modification paperwork weve sent to them. '' I have continued making regular payments to XXXX XXXX despite being " discouraged from doing so if there is a modification pending '' from their telephone agents when calling to inquire about the Modification - each time being told that " We are still waiting on documentation from Shellpoint '' Latest payment was just made online on XX/XX/XXXX in the amount of {$1400.00}.
On XX/XX/XXXX I received a " Notice of Default and Intent to Accelerate '' from XXXX XXXX. I immediately called their customer service line and spoke to an agent who requested that I send the email to the XXXX general customer service email stating that XXXX had agreed to Accept the Modification from Shellpoint, WhichI did, and cc 'd the Shellpoint representatives, who immediately replied with " If this requires any further details would you please forward your request to XXXX? Since we no longer are servicing your account here at Shellpoint, I am unable collect any information on your behalf. Loan servicing will be able to see the previous details of your account. '' I resent the email including the above noted email address and XXXX XXXX, both Shellpoint representatives and myself as follows : " Resending per .
Please consider this a Notice Of Error for XXXX XXXX XXXX Loan # ), as the Modification ( Modification ) in process from Shellpoint Mortgage ( Loan # ) has created issue with XXXX XXXX in sending notice of default and intent to accelerate dated XX/XX/XXXX.
I ask this be reviewed between XXXX XXXX and Shellpoint Mortgage Servicing immediately to avoid and further complications. '' I feel this has been very poorly handled, and has caused extreme stress with not only myself, but with family. I wish to formally file a complaint over the handling of this Modification and transfer of Mortgage servicer. Both Parties ( Shellpoint and XXXX XXXX ) have acted very poorly in this regard - and it seems this is a common practice of XXXX XXXX - XXXX XXXX XXXX
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| 11/09/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Ditech/ShellpointXXXX XXXX XXXX XXXX worked together to commit fraud upon the court and deception to obtain a Default Judgement against me.
During the time I was working with Ditech/Shellpoint Financial on a loan modification, the company violated RESPA Federal Law by dual tracking the loan. The mortgage servicer was requesting documents from me to process submission of my loan modification application. Also pushing me through the foreclosure process at the same time. Ditech/Shellpoint Financial , allowed me to think I would end up with lower monthly payments, but instead they never gave me an answer. At the sametime they obtain a default judgement to foreclose on my home. After receiving the default judgement on XX/XX/XXXX, they transferred the loan to a new servicer.
Before XX/XX/XXXX, I spoke with a Ditech representative on the phone regarding a loan modification. An application was sent to me and I completed it and returned the loan modification application to Ditech. I was told the best way to submit the application was to Fax it back to them. I was given the fax number to loss mitigation.
XX/XX/XXXX A fraudulent assignment of mortgage was created and signed by XXXX XXXX as Assistant Vice President with rights to assign mortgages. The assignment was to be returned to XXXX XXXXXXXX XXXX.
XX/XX/XXXXXXXX XXXX XXXX on behalf of Ditech/Shellpoint Certified pursuant to Rule 1:5-6c1E and Rule 4:64-1 to speaking with XXXX XXXX who according to her certification is also an employee of Ditech, and her title at Ditech is Document Execution Representative. XXXX certified to speaking with XXXX XXXX regarding the defaulted loan. XXXX certified this statement was true. This misrepresentation of facts was used to deceive the courts.
XXXX XXXX a letter was mailed to me regarding the modification application I submitted. The letter stated that I had missing items. To preserve any applicable protections, I must submit the missing items by XX/XX/XXXX.
XX/XX/XXXX Ditech/Shellpoint file a complaint in foreclosure.
XX/XX/XXXX XXXX XXXX XXXX was submitted into the XXXX XXXX XXXX XXXX.
XX/XX/XXXX Affidavit of Service claims to serve a friend of the family.
Ditech advised I had until XX/XX/XXXX, to return missing items. The forms could be mailed or fax. I never received a letter saying my application was denied or approved.
I made sure to return the missing items by the due date. I never received an answer. I made numerous calls and according to Ditech it was in process.
Since I was not receiving any answer and I did not want to lose my home, I faxed another application on XX/XX/XXXX. I received no answer. I made sure to keep my fax sheet since I never received any answer from the previous application.
On XX/XX/XXXX A request to enter default judgment was filed by Ditech/Shellpoint .
On XX/XX/XXXX I submitted another application for modification.
Once again, I received no answer. No approval or denial.
I was so tired of calling and faxing I decided to send the application through certified mail.
XX/XX/XXXX the application was received and signed by an employee of Ditech/Shellpoint .
XX/XX/XXXX A NOTICE OF MOTION FOR FINAL JUDGEMENT, was filed by XXXX XXXX firm. They also used a different complaint to cover up the fraud they committed. This time they certify to speaking with XXXX XXXX from Ditech.
XX/XX/XXXX A letter was mailed from Ditech/Shellpoint , stating that my case was assigned to XXXX XXXX XXXX
I never received an approval or denial for any of my loan modification applications. Not even the one sent by certified mail. Which I know for fact was received. It was also received before the schedule of XXXX sale.
XX/XX/XXXX An ALIAS OF WRIT EXECUTION was filed on behalf of Ditech/Shellpoint XX/XX/XXXX A letter was mailed from Ditech informing me that my loan was going to be transferred to Shellpoint effective XX/XX/XXXX. No notice of my loan modification application being approved, denied or transferred.
XX/XX/XXXX Final Judgement was obtained.
XX/XX/XXXX A CIVIL ACTION WRIT OF EXECUTION was filed on behalf of Ditech/Shellpoint . 10 days after notifying me of the loan transfer.
XX/XX/XXXX Shellpoint was to begin servicing the defaulted loan. No answer regarding the loan modification application. No notification on regarding the application status. I do not know if the application was transferred to the new servicer.
XX/XX/XXXX I filed for XXXX XXXXXXXX bankruptcy to try and save my home. It seemed like the only option, since Ditech/Shellpoint never denied or approved the numerous applications. They chose to ignore all applications and proceed with the foreclosure.
XX/XX/XXXX Shellpoint objected to the Bankruptcy plan. They certified to being the owner of the note and assigned mortgage. They claim to have ownership since there was an Assignment of Mortgage.
XX/XX/XXXX Assignment of mortgage was created/signed by XXXX XXXX Vice President of Ditech. XXXX XXXX is a robosigner/employee of XXXX XXXX XXXX XXXX XXXX
XX/XX/XXXX Same assignment of mortgage is recorded into the XXXX XXXX XXXX. A second fraudulent assignment of mortgage was created and entered into the XXXX XXXX. XXXX XXXX to falsely establish standing in court. The assignment is signed by XXXX XXXX as Vice President of Ditech. She is an employee of XXXX XXXX XXXX XXXX, by law XXXX XXXX can not legally transfer rights of any mortgage.
XXXX XXXX is a robosigner, I have attached documents.
Shellpoint knew it lacked standing on XX/XX/XXXX since the Assignment of Mortgage was not created until XX/XX/XXXX. Yet in Bankruptcy Court they claimed to be owner of the note and mortgage. They created the late assignment to deceive the court.
A letter mailed on XX/XX/XXXX from Shellpoint states that they relied upon the same Assignment of Mortgage as proof of their ownership, and rights to collect.
Numerous violations were made in an effort, to force a fraudulent foreclosure.
Final judgement based on fraud on the court is not valid and should be voided.
These companies violated RESPA federal law and to this day XXXX is using this fraudulent foreclosure judgement to foreclose on my home. XXXX has been enforcing a lien they obtained by deceit and fraud upon the court to schedule a XXXX sale of my home.
Ditech, XXXX XXXX XXXX and Shellpoint are all debt collectors, who use the trust of the courts to commit fraudulent foreclosures. There was a misrepresentation of a material fact ; by some who knew that the material fact was false, and they used it to deceive the court. The court relied upon the misrepresentation of facts to make a decision against us. We have suffered actual, quantifiable injury and damages resulting from this deception and fraudulent judgement.
XXXX, was once XXXX XXXX and XXXX XXXX, and has been found guilty of the same actions in the past. As a result, the firm was forced to report to the XXXX XXXX XXXX XXXX. The firm later changed their name to XXXX XXXXXXXX XXXX. To this day they continue to deceive and manipulate the courts system. I do not understand how our government can allow XXXX XXXX XXXX to foreclose on any Government backed loan. I have documents and records to support my claims.
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| 09/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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Shellpoint MortgageXX/XX/XXXX-letter to Start trial period for mortgage modification, we were behind because i lost my job and my husband was sick with XXXX XXXX. First payment dueXX/XX/XXXX
XXXX-paid first trial payment XXXX-paid second trial paymentXX/XX/XXXXXXXX-called and left message for XXXX XXXX, whom I was told was handling the loan XXXXCalled again spoke to XXXX XXXX, she told me the foreclosure was on hold.
XXXX-Received certified and regular mail letter from XXXX XXXX XXXX at XXXX stating the Sheriff Sale was scheduled forXX/XX/XXXX.
XXXXSheriff 's department posted notice of Sheriff 's Sale on the front door stating that it was scheduled forXX/XX/XXXX
XX/XX/XXXX-Spoke to sheriff 's department regarding sale, told them we have been paying and this should n't be happening. Was told to contact Shellpoint so that they can contact the lawyers office, so the lawyers could contact the sheriff 's department to stop the saleXX/XX/XXXXXXXXSpoke to XXXX XXXX, was told the sheriff 's sale was on hold, and to call the lawyers for further confirmation.
XXXX-Spoke to XXXX XXXX XXXX XXXX XXXX was told the sale was on holXX/XX/XXXX-Made 3rd and final trial paymenXX/XX/XXXX-Received letter from XXXX XXXX via certified and regular mail, stating that the Sheriff 's Sale has been postponed fromXX/XX/XXXX toXX/XX/XXXXXX/XX/XXXX-Received letter from sheriff 's department stated that the sale has been adjourned toXX/XX/XXXX XXXXLetter from Shellpoint stating that our hazard insurance has expired and need to obtain new coverage XX/XX/XXXX-Letter from Shellpoint stating that we were not eligible for loan modification due to the fact that our post-modification payment would be greater than our existing payment. The letter gave other potential options to avoid foreclosure XXXX-Called Shellpoint re : letter received. Spoke to XXXX whom tried to forward my call to XXXX XXXX, per my request, but XXXX was unavailable. XXXX informed me that the modification was denied because we had 3 previous modifications. I asked if that was true, why were our payments accepted? And why did I receive a letter asking for proof of insurance? She could n't answer those questions and forwarded me to XXXX 's voicemail, and I, once again, left a message.
XXXX-Did n't receive a call back so I called Shellpoint, again. I spoke to XXXX XXXX and asked to be transferred to XXXX XXXX, who handling my account. He tried to forward me, I was on hold for a few minutes. XXXX XXXX returned saying that XXXX no longer worked for the company. I was shocked that I was not notified of this yesterday and asked to speak to someone else. He transferred me to XXXX XXXX. XXXX XXXX told me that our mortgage payment would be 110 % higher and that we cant do it. He said he did n't realize that we made trial payments and he needed to submit a request to the lender for an exception. He told me that we should n't have been given trial payment plan if it was just going to be denied. He told me he would call me back in a few day to let me know if we got the exception, that is was an error on their part.
XX/XX/XXXX-Still had n't heard from XXXX XXXX, as promised. I called and was told he was unavailable and transferred to his voicemail where I left a message.
XX/XX/XXXX-XXXX XXXX finally returned my call and told me he spoke to supervisor and that they accepted the trial payments so the loan automatically goes to permanent status. He does n't know what went wrong. I asked to speak to supervisor, was told he was n't available but XXXX XXXX assured me he would find out what 's happening and get back to me tomorrow.
XX/XX/XXXXDid n't hear from XXXX XXXX, called and was told he was not available, and neither was a supervisor and forwarded to XXXX XXXX XXXX voicemail where I left a message for him to call me back XX/XX/XXXX-XXXX XXXX left me a message on my cell phone, by the time I got to the phone, it had already gone to voicemail. I immediately called back and was once again told that XXXX XXXX was unavailable and left a voicemail.
XX/XX/XXXXXXXX XXXX returned my phone call. He told me that he spoke to his supervisor and they need to go to the investor to request an exception for permanent modification. Exact same thing I was told on XX/XX/XXXX. When I mentioned that to him he apologized and said he did n't ' know why he had n't heard back from them. he said it would take 2-3 days and he would call and let me know early the next week.
XX/XX/XXXX-Letter from Shellpoint asking for proof of hazard insurance. Stating that if we did n't have insurance we could use their insurance for {$2600.00} annually.
XX/XX/XXXX-Called XXXX XXXX, told unavailable, left a voicemail.
XXXXCalled Shellpoint and asked for XXXX XXXX, was told he was unavailable but XXXX XXXX was the account representative now. I asked to speak to her. Was on hold for a few minutes then told she was unavailable. I said that I needed to speak with someone immediately. Was transferred to XXXX XXXX. Explained the situation and all previous phone calls, again, he put me on hold and spoke to supervisor. When he returned XXXX XXXX told me that the modification was approved, but resubmitted and denied. He did n't know and could n't figure out why it would have been resubmitted. He was looking into it and said he would call me back the next day.
XXXXHad n't heard back from XXXX XXXX, called Shellpoint was told he was n't ' available and forwarded to his voicemail where I left a message.
XXXXLetter from Shellpoint stating they did n't ' receive proof of insurance so it was //necessary to place lender-placed insurance coverage on our property. The letter stated that the premium will be charged to our escrow account. Attached was the lender placed evidence of hazard insurance.
XXXXStill had n't heard back from Shellpoint, called and spoke to XXXX XXXX, was told that XXXX XXXX was not available, and no one on the team was either. Was told to call backXX/XX/XXXX-Still not a word from Shellpoint, the sheriff sale is creeping up. I called and spoke to XXXX XXXX, who told me that XXXX XXXX was handling the account but she was not available. I asked to be transferred to someone else. He transferred me to XXXX XXXX. After I gave a brief explanation on why I was calling, he went on to tell me the EXACT same thing he told me on 2 previous occasions. When I said that to him, he apologized and by saying, " I dropped the ball on that, I 'm sorry ''. He went on to say that we ca n't get modification because of 3 previous modifications and that is the limit by law, and all he could do was contact the lender and ask for an exception. He said that he would return my call by Friday.
XX/XX/XXXX-Did n't hear back from XXXX XXXX. Called Shellpoint and asked to speak to him. Was told he was unavailable. I asked if there was anyone else I could speak to, after I gave a short explanation on my call. Was told that the request came back and it was denied because of 3 previous modifications. I, again, asked to speka to someone in charge because I have been told a million different things. He transferred me to XXXX XXXX 's voicemail. I have left 2 voicemails today for him.
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| 11/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Trying to communicate with the company to fix an issue with the loan closing
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX Loan Number : XXXX Shellpoint Mortgage Servicing XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, SC XXXX Re : Demand for Property Documentation and Title Information Pursuant to Virginia Law I hope this letter finds you well. I am writing as the successor in interest to the property located at XXXX XXXX XXXX XXXX XXXX, VA XXXX. I demand the following documentation and information in accordance with Virginia law : Property Ownership and Title Documentation : 1. Deed of Trust or Mortgage : A copy of the original Deed of Trust, and Mortgage related to the property, signed on XX/XX/XXXX, as required by the Code of Virginia 55.1-301.
2. Promissory Note : A copy of the Promissory Note related to the property, signed on XX/XX/XXXX, as mandated by the Code of Virginia 55.1-301.
3. Satisfaction of Mortgage or Deed of Trust : Documentation confirming the satisfaction of the mortgage or deed of trust, as per Code of Virginia 55.1-309, which requires the release of the deed of trust upon full payment.
Property Purchase and Settlement Information : 4. HUD-1 Settlement Statement : A copy of the HUD-1 Settlement Statement or similar Closing Disclosure, as required by Code of Virginia 55.1-701, providing a detailed breakdown of all financial transactions related to the property purchase.
5. Title Insurance Policy : Documentation of the title insurance policy obtained during the property purchase, as required by Code of Virginia 38.2-2204, which mandates title insurance for real estate transactions.
Title and Title Search Documentation : 6. Title Search Report : A copy of the title search report confirming the chain of title, in compliance with the Code of Virginia 55.1-340.
7. Title Insurance Claims History : Any records related to title insurance claims made regarding the property 's title, as well as the outcomes of those claims, in accordance with Code of Virginia 38.2-2204.
8. Title Transfer Documents : All documentation related to the transfer of title from the previous owner to the current property owner, as per the Code of Virginia 55.1-304.
Receipts and Records of Payments : 9. Receipts and Records of All Payments : Copies of all receipts, records, or documentation regarding payments made during the property purchase process, proof that this was a foreclosure sale, including earnest money deposits, down payments, closing costs, and any other related expenses, in compliance with Code of Virginia 55.1-501.
Settlement Agency Records : 10. Settlement Agency Records : All documents and records detailing financial transactions, title transfer, and disbursement of funds made by the settlement agency involved in the property purchase, as required by Code of Virginia 55.1-1201.
Property Correspondence and Agreements : 11. Correspondence and Agreements : Copies of all contracts, agreements, and closing documents related to the property purchase, including the purchase and sale agreement, the deed, and the note, as necessary to establish compliance with the Code of Virginia 55.1-703.
Proof of Transactions and Liens : Documentation showing proof of financial transactions, payments, and the status of any liens or encumbrances on the property, as required by the Code of Virginia 55.1-341.
Additional Documents : 12. Correspondence with Investor and Owner : Copies of all correspondence between your company and the investor and owner of my loan, XXXX XXXX. This information is necessary for legal and financial clarification.
13. Proof of Property Assessment : Please provide the proof of property assessment, including how, when, and by whom the home value was determined, to ensure compliance with the Code of Virginia 58.1-3982.
Personal Property Taxes : 14. Personal Property Tax Records : Copies of all records related to personal property taxes paid for the property, including receipts and payment history.
Loan Servicing and Escrow Information : 15. Loan Servicing Documentation : All documentation, records, and correspondence related to the servicing of the loan since XX/XX/XXXX. This should include information on loan payments, escrow accounts, and how funds were applied.
This demand is based on my legal rights and responsibilities as the property owner and the relevant Virginia laws that ensure transparency and compliance with property transactions. Please note that this is a formal demand and not a request. I kindly request that you provide these documents within 30 days from the date of this letter.
Additionally I hereby request, pursuant to the rights granted to me under Virginia law, the following documentation and information related to the property transaction and trustee sale : 1. Full documentation supporting the claim that the property was sold at a trustee sale in front of the county courthouse on XX/XX/XXXX.
XXXX. Comprehensive transaction records showing the date, parties involved, and the terms of the sale, especially the date of the alleged payment of my loan in full on XX/XX/XXXX.
XXXX. All documents detailing the settlement process that occurred on XX/XX/XXXX.
XXXX. Proof of the seller 's authorization, as I dispute any claims that I agreed to or participated in the sale of my property.
XXXX. All records and correspondence regarding the property sale, including any agreements or authorizations provided by me.
XXXX. All documentation proving that this sale was conducted according to the relevant Virginia laws, including the distinction between nonjudicial and judicial foreclosures.
XXXX. Evidence of compliance with all applicable legal requirements regarding property transactions.
I am also formally requesting all records of communication between Shellpoint Mortgage Servicing, XXXX XXXX, and me regarding the sale of my property. This includes but is not limited to email correspondence, letters, agreements, and phone call records.
Additionally, I demand access to the documentation of the assessment conducted to determine my property 's value, as well as records indicating when and by whom this assessment was carried out. I also request documentation related to my personal property taxes, all records regarding the servicing of my loan since Shellpoint Mortgage Servicing assumed responsibility in XX/XX/XXXX, including details of the escrow account and the allocation of funds.
It is crucial to recognize that these requests are not mere inquiries but demands rooted in Virginia law. Failure to comply with these requests XXXX result in legal actions to protect my rights as the successor in interest to the property and to address the inconsistencies and concerns surrounding this property transaction.
Your prompt attention to this matter is greatly appreciated. Please send the requested documentation to my address listed above. If you have any questions or need further clarification, please do not hesitate to contact me at ( XXXX ) XXXX. I can also be reached via email at XXXX Thank you for your cooperation in providing these essential documents to ensure the clear title of the property and to address related legal matters.
Sincerely, XXXX XXXX
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| 12/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In my complaint # XXXX on XX/XX/XXXX, for Loan # XXXX ; I promised to provide proof that XXXX XXXX XXXX XXXX XXXX. the original Owner / Servicer for my Loan since XX/XX/XXXX ; changed the Original Interest Rate and the Terms on my Loan modification in XXXX from a 30 year 2 % fixed rate for the life of Loan. XXXX XXXX XXXX XXXX XXXX XXXX # XXXX negotiated by XXXX ; for monthly mortgage payments of $ XXXXmonth. At the time of my CFPB complaint ID # XXXX, I didnt have the documents with me to back up my claim but now I have found the agreement documents to back up my claim.
Even Though XXXX XXXX XXXX XXXX XXXX. sold my Mortgage ; XXXX XXXX XXXX XXXX XXXX is still calling the shots after selling my Mortgage to ( XXXX XXXX XXXX. Address is XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, VA XXXX ) and NewRez LLC dba Shell-Point Mortgage Servicing. After XXXX XXXX XXXX Bank XXXX. responded to my complaint with the CFPB, on XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX. and NewRez LLC dba Shell-Point Mortgage Servicing foreclosed on my home while I was making my scheduled 3 Trial Payments for a Loan Modification.
During the Loan Modification process, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing refused to use the Budget provided by a Professional Housing Counselor / Advocate from the XXXX XXXX to prepare my Loan Modification thereby that would have been {$740.00} dollars every month or at least leave it at the {$950.00} dollars I was already paying. Because the XXXX budget was not used, it caused my monthly mortgage payments to increase from the {$740.00} dollars to {$1200.00} thereby causing extreme hardship for me.
I was not given the 2 % interest rate rather a 3.75 %, not a fixed rate but a variable interest rate by XXXX XXXX XXXX XXXX XXXX. ; XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing. I have not made any late payments since my Loan Modification was completed ; I have been subjected into paying different mortgage amounts every other month. My payments have been from {$1200.00} to {$1200.00} to {$1200.00} to {$1200.00} now to {$1200.00} / month starting XX/XX/XXXX. There is a Global Pandemic and Interest Rates are very low i.e. 2 % or 2.5 % at the highest. NO ONE IS ANSWERING MY QUESTION WHICH IS WHY DID MY LOAN GO FROM a 2 % 30 YEAR FIXED LOAN/RATE TO VARIABLE I am not accepting changes to my loan from fixed to variable I want my Loan back to a fixed loan and at 2 % interest rate. I am only complying by making these payments just to have a roof over my head. They keep piling up on my loan balance, My American dream has been turned into my worst nightmare.
XXXX XXXX XXXX XXXX XXXX. ; XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing instructed their foreclosure attorneys to leave my property on the foreclosure list even after all 3 trial payments were completed and also after the Loan Modification process was completed. The final Loan Modification Agreement was not provided to me even when I kept requesting for it. Finally it was sent after 70 days in late XXXX XXXX but I was not given time to review Before signing the Loan Modification Agreement in early XX/XX/XXXX, I sent an emailed to NewRez LLC dba Shell-Point Mortgage Servicing on XX/XX/XXXX, regarding all the concerns and questions I had regarding the Terms, Interest Rate and the monthly mortgage amount. I informed Shell-Point Mortgage Servicing, that If I do not hear or receive the Loan Modification documents, that I will make the 4th payment for XX/XX/XXXX and the 5th payment for XX/XX/XXXX in the same amount for {$1200.00} / month. In XX/XX/XXXX after I completed the 3rd and the last Trial Payment and before the final Loan modification was being processed ; listed below were my concerns, I never received answers to my questions.
( 1 ) Why did my Loan change from a 30 year fixed Rate Loan to an Adjustable Loan? In XXXX, it was modified at 2 % fixed Interest Rate by XXXX, It should still be a 2 % Interest Rate and now its 3.75 % Interest Rate?
( 2 ) Why is the monthly mortgage payment still so high? Due to the Covid-19 Pandemic, I lost my employment and have notified XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing that I can not afford to pay this amount ; to please reduce this amount to make it more affordable for me to pay.
( 3 ) Is there a Penalty for Early Payoff?
( 4 ) What is the Penalty for Refinancing?
( 5 ) Is the Interest Rate fixed or adjustable?
( 6 ) Is this a fixed APR.
( 7 ) Now that my Loan has been Modified, I have satisfied and met all the Modification requirements by making all 3 Trial payments in the amount of {$1200.00} / month from XXXX - XX/XX/XXXX ; now I have lost my job due to the Global Covid-19 Pandemic. Where do we go from here?
( 8 ) What Assistance is NewRez LLC dba Shell-Point Mortgage servicing providing to Home Owners who have lost their Jobs Due to the Global Covid-19 Pandemic?
( 9 ) What happened to the 1st 3 Trial Payments of {$1100.00} I made in XXXX, XXXX and XX/XX/XXXX ; a total of {$3.00}, XXXX to XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing? My account was never credited with these amounts. I have not received any explanation as to what happened or where the money went.
My Loan Modification was completed in XX/XX/XXXX, on XX/XX/XXXX ; I received another Loan Modification Agreement from XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing advising of more changes and additional charges to the Principal Balance on a Loan Modification that was already completed and finalized in early XX/XX/XXXX. I have also received another notification from XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing that the Interest Rate will adjust to a 4 % Interest Rate. I am struggling and experiencing extreme hardship due to the Global Covid-19 Pandemic.
Because of my complaint with the CFPB against XXXX XXXX XXXX XXXX XXXX. regarding the 2nd loan that I was promised by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX had a XXXX balance in XX/XX/XXXX ; XXXX XXXX XXXX XXXX XXXX wrote off the account and still have not sent me any notification to inform me that the account has a XXXX balance. I am still receiving collection calls from XXXX XXXX XXXX XXXX XXXX. for payments on the account that had been written off as I was promised. XXXX XXXX XXXX XXXX XXXX turned around and sent my information to all the 3Credit reporting Agencies / Bureaus. Because of this action, I am having difficulties getting hired by employers.
In XX/XX/XXXX, there was a double payment made by me and by XXXX XXXX XXXX XXXX XXXX. in the sum of {$2000.00} dollars X XXXX to XXXX XXXX XXXX Company for the Home Owners Insurance. My check was processed by XXXX XXXX XXXX XXXX XXXX. but failed to reimburse me or account for my {$2000.00} dollars when XXXX XXXX returned my check back to XXXX XXXX XXXX XXXX XXXX I will be very grateful for your intervention / assistance in this matter and look very forward to a successful resolution in this very important matter.
Thank you.
Sincerely, XXXX XXXX.
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| 10/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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SHELLPOINT YET AGAIN REFUSES TO DO THEIR JOB, THIS TIME REFUSING TO COMPLETE MY FEDERAL LOAN MODIFICATION THEY MAE ME HURRY UP & FINISH THE TRIAL PAYMENTS- NOW IGNORING ME, NO MODIFICATION.
I have tried to deal with these people, what they do is give you a " Point of Contact, '' and that is who you are supposed to deal with only.
Except they switch that Point of Contact every few days!
When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls.
Email is hit or miss, but you never actually have your questions answered.
I have a 30 year Fannie Mae w/ a coborrower.
That coborrower abandoned the home on XXXX, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he also closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage.
I did the Federal Forbearance.
I kept in contact with the Shellpoint people, kept them updated, but it was like talking to a rock.
Every time I called, every single time, they would ask if they can use my phone numberS. I only have ONE number, they had my number, plus 3 for the coborrower.
I said, " Don't call him, he is not going to talk to you. '' After multiple times speaking to Shellpoint people, I ended the Federal Forbearance early, they sent the letter about making 3 trial payments, then a modification.
I made the 3 payments, due over 90 days, but I made them on XXXX, XXXX, XXXX, based on the Shellpoint employee 's assuring me when those were completed, they would have my loan modification done.
Seemed believable, except that was a blatant lie.
My Point of Contact switched again and again, now it's some genius named XXXX XXXX.
I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification.
And that was a blatant lie too.
My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by XXXX XXXX, and by Shellpoint letters explaining the Modification process that the Modification would be done in " no time, '' and " as soon as you finish your trial payments.
Well after 2 weeks, these jerks haven't even started my Modification!
Called, of course XXXX XXXX was " on the other line or away from her desk, '' so ended up speaking to yet another worker.
XXXX XXXX stupidly sent me a notice for the Modification to send them MINE AND THE COBORROWERS DIVORCE DECREE!
We are NOT married, duh! I emailed this to XXXX XXXX several time, now when I just spoke to a male Shellpoint worker, who was very rude and decided to ARGUE with me, he said they hadn't even started my Modification, after 2 weeks. So what has XXXX XXXX been sitting around, doing? Absolutely nothing.
Just called her 4 times, no answer, not even Voicemail. All calls ignored. Email ignored. Guy tries to tell me that they ALWAYS need a divorce decree.
These people have NO IDEA what they are doing. Married couples own homes together via tenancy by the entirety, they get divorced.
Unmarried couples owning a home together is by Joint Tenants.
Hence, the coborrower and I would NEVER have a divorce decree!
I told - this to I have tried to deal with these people, what they do is give you a " Point of Contact, '' and that is who you are supposed to deal with only.
Except they switch that Point of Contact every few days!
When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls.
Email is hit or miss, but you never actually have your questions answered.
I have a 30 year Fannie Mae w/ a coborrower.
That coborrower abandoned the home on XXXX, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he also closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage.
I did the Federal Forbearance.
I kept in contact with the Shellpoint people, kept them updated, but it was like talking to a rock.
Every time I called, every single time, they would ask if they can use my phone numberS. I only have ONE number, they had my number, plus 3 for the coborrower.
I said, " Don't call him, he is not going to talk to you. '' After multiple times speaking to Shellpoint people, I ended the Federal Forbearance early, they sent the letter about making 3 trial payments, then a modification.
I made the XXXX payments, due over 90 days, but I made them on XXXX, XXXX, XXXX, based on the Shellpoint employee 's assuring me when those were completed, they would have my loan modification done.
Seemed believable, except that was a blatant lie.
My Point of Contact switched again and again, now it's some genius named XXXX XXXX.
I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification.
And that was a blatant lie too.
My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by XXXX XXXX, and by Shellpoint letters explaining the Modification process that the Modification would be done in " no time, '' and " as soon as you finish your trial payments.
Well after XXXX weeks, these jerks haven't even started my Modification!
Called, of course XXXX XXXX was " on the other line or away from her desk, '' so ended up speaking to yet another worker.
XXXX XXXX stupidly sent me a notice for the Modification to send them MINE AND THE COBORROWERS DIVORCE DECREE!
We are NOT married, duh! I emailed this to XXXX XXXX several time, now when I just spoke to a male Shellpoint worker, who was very rude and decided to ARGUE with me, he said they hadn't even started my Modification, after 2 weeks. So what has XXXX XXXX been sitting around, doing? Absolutely nothing.
Just called her 4 times, no answer, not even Voicemail. All calls ignored. Email ignored. Guy tries to tell me that they ALWAYS need a divorce decree.
No, not married borrowers, they are tenants by the entirety.
Nonmarried are joint tenants.
I told this lady, XXXX XXXX, that we were never married, why would they even ASSUME we were?
Then I said now the coborrower is trying to sue me.
I provided his lawyer 's name, phone, contact info.
Again, nothing from XXXX XXXX, useless Point of Contact.
I called again, she was supposedly on the other line again.
You can never speak to your assigned person, ever.
She must be my XXXX one, never can you talk to them.
I told the rude guy, same thing I told XXXX XXXX. Everyone is waiting on them for this Modification.
I was told it would be done within a day or XXXX, so hurry up and complete my trial payments.
That was a blatant lie.
The rude guy I spoke to took all my SAME information.
XXXX XXXX HASN'T EVEN STARTED ON THE MODIFICATION, HE SAID.
2 WEEKS, SHE HASN'T BEGUN IT.
YET SHE'S ON THE PHONE WITH ALL THESE OTHER PEOPLE.
TOTALLY 100 % USELESS.
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| 01/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since XXXX, XXXX I have been trying to get a refund for a payment I incorrectly made to XXXX XXXX XXXX on XX/XX/XXXX after the mortgage was acquired by Shellpoint Mortgage on XXXX XXXX. The payment should have gone to Shellpoint Mortgage and should have been applied to the XX/XX/XXXX payment with Shellpoint. The payment was never received by Shellpoint. I have contacted Shellpoint over a dozen times in last five months. Shellpoint claims XXXX XXXX XXXX has the payment.
The reason this payment went to XXXX XXXX XXXX is because in my XXXX automatic bill pay, I updated the Payee Name to Shellpoint Mortgage but failed to update the account number to the new Shellpoint account number. I spoke to XXXX and they confirmed the payment went to the account number ( XXXX ) and not the payee name ( See attachment : XXXX XXXX XXXX XXXX XXXX payment.pdf for the Note to Payee information from XXXX. ) The thread below shows the most recent communications between XXXX XXXX XXXX and myself. I have been attempting to resolve the issue since XX/XX/XXXX. I have been told by XXXX XXXX XXXX that they do not have the payment and that the payment was automatically rejected by their system. I have asked for a letter explaining the payment was rejected or proof of this transaction but they have not been able to produce either.
Latest emails ( there are additional emails and over 20 phone calls made to XXXX XXXX XXXX to try and resolve this issue since XX/XX/XXXX ).
**NOTE** XXXX XXXX XXXX historically has dismissed every email and phone call with a response that they simply never received the payment. XXXX XXXX has made it clear that the funds left my checking account, was received by XXXX XXXX XXXX, and was never returned. This repeated deniability by XXXX XXXX XXXX is unacceptable at this point in the process and I will no longer accept that as an answer.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Hello, I spoke with XXXX bank today regarding the XX/XX/XXXX payment of XXXX. The payment was sent by XXXX as an electronic payment ( see attachment Proof Electronic Payment from XXXX ). XXXX informed me that when an electronic payment is sent, it is automatically deposited into the account ( # XXXX ). Since it was electronic and not a paper checked mailed to XXXX XXXX XXXX, there should have been no rejection of the payment. If the payment was rejected it should have been sent back to XXXX. XXXX has no record of receiving the money. I also did not receive a refund check.
The fact of the matter is that XXXX XXXX XXXX is in receipt of the funds. Please do not continue to tell me that you do not have the funds unless you have proof that you rejected the funds and a record of where the funds went after you rejected it.
If this can not be resolved, I will be forced to file a police report. I would rather involve the police, however, if you continue to claim you do not have the funds I will be left with no other recourse.
The payment was sent as a digital payment and should have been automatically deposited into my XXXX XXXX XXXX account.
I sent proof of the payment being digitally sent.
I sent a XXXX XXXX statement showing my balance before the payment was sent, the payment being sent and the balance after the payment was sent.
I sent a Note to Payee which documents all of the details of the transaction, including the account number to which the payment was sent, date, time, and trace number.
At this point you are holding my money illegally. It has been 6 months since the payment was made. I have called XXXX XXXX XXXX over 20 times, each time I get a new person and a different response.
XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : Attention : Research Department XXXX Hello, Since XXXX, XXXX I have been trying to get a refund for a payment I incorrectly made to XXXX XXXX XXXX on XX/XX/XXXX after the mortgage was acquired by Shellpoint Mortgage on XXXX XXXX. The payment should have gone to Shellpoint Mortgage and should have been applied to XX/XX/XXXX payment with Shellpoint. The payment was never received by Shellpoint. I have contacted Shellpoint over a dozen times in last five months. Shellpoint claims XXXX XXXX XXXX has the payment.
The reason this payment went to XXXX XXXX XXXX is because I updated the Payee Name to Shellpoint Mortgage but forgot to update the account number to the new Shellpoint account number. I spoke to XXXX and they confirmed the payment went to the account number ( XXXX ) and not the payee name ( See attachment : XXXX XXXX XXXX XXXX XXXX payment.pdf for the Note to Payee information from XXXX. ) I spoke to a supervisor today who instructed me to email my XXXX statement to the Research department to prove the XX/XX/XXXX payment cleared my XXXX account and to show the balance difference before the payment was sent and after the payment was sent. This statement proves the payment to XXXX XXXX XXXX cleared my XXXX account and was processed by First Community Mortgage ( See attachment : XXXX statement-XXXX XXXX
Please see the second payment line under Transaction Detail section : XX/XX/XXXX - XX/XX/XXXX Online Payment XXXX to Shellpoint Mortgage Servicing ( the account number, see attachment XXXX Online to XXXX XXXX XXXX shows Note to Payee with my XXXX XXXX account number : XXXX. Again, please note that I only changed the name of the payee and forgot to change the account number to the new Shellpoint account number and this is why the payment went to XXXX XXXX XXXX ).
My XXXX account balance before XX/XX/XXXX payment was {$8500.00} and after the mortgage payment cleared to XXXX XXXX XXXX in the amount of {$4600.00}, the balance was {$3800.00}.
The supervisor confirmed that XXXX XXXX XXXX transferred my account to Shellpoint Mortgage on XXXX XXXX. Therefore, my payment on XX/XX/XXXX that was sent to XXXX XXXX XXXX was not transferred to Shellpoint and is still in possession by XXXX XXXX XXXX
I am requesting an immediate refund check to me at my property address : XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX ( XXXX ) XXXX XXXX From : XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : Attention : Drafting/Research Department XXXX Hello, XXXX XXXX XXXX sold my mortgage to Shellpoint Mortgage Servicing in XX/XX/XXXX with the first payment to Shellpoint on XXXX XXXX.
I accidentally paid XXXX XXXX XXXX the XX/XX/XXXX payment on XX/XX/XXXX from my XXXX account. I am trying to have XXXX XXXX XXXX refund me the XX/XX/XXXX payment since I already paid Shellpoint for it as well.
Attached is proof of payment via XXXX Bank to XXXX XXXX XXXX in the amount of {$4600.00} sent XX/XX/XXXX. Note the Payee name is incorrect and should be XXXX XXXX XXXX. The payee account number is my account number for XXXX XXXX XXXX.
Can you please respond via email on the resolution.
Thank You, XXXX XXXX
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| 09/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage account principal balance is incorrect and I am unable to obtain an accurate pay off statement. I have a sale pending on my home for XX/XX/XXXX and need this issue corrected before the pending sale date.
XXXX XXXX XXXX is the current Servicer and has been the Master Servicer of my mortgage. Per a legal settlement between XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and XXXX XXXX XXXX ( XXXX ), my loan was briefly serviced by Shellpoint ( Subservicer ). Per requirements in the XXXX v. XXXX settlement, XXXX transferred my loan servicing to Shellpoint in XX/XX/XXXX and it was transferred back to the Master Servicer, XXXX XXXX XXXX, in XX/XX/XXXX. During the time the loan was serviced by Shellpoint, Court ordered adjustments were required to be made to my account. I was instructed to address the court required adjustments with Shellpoint, which I did in several ways including filing a complaint through the CFPB ( see file 1. CFPB Complaint XX/XX/XXXX ).
To address the Court order and CFPB complaint, Shellpoint : On XX/XX/XXXX verbally responded to my CFPB compliant by stating they would follow the court order to a T.
In a response letter dated XX/XX/XXXX to the CFPB, Shellpoint stated We received the court order indicating a decision by the court in XX/XX/XXXX., and as of the date of this response, Shellpoint has completed the necessary adjustments to your account. Shellpoint continues in the CFPB response, As you know, Shellpoint recently spoke with you on XX/XX/XXXX, regarding the adjustments being made to your account. As referenced in your complaint, the court required amounts due prior to XX/XX/XXXX, be forgiven. ( see file 1. CFPB Complaint XXXX, pages 9 and 10 ) Shellpoint sent to me a letter dated XX/XX/XXXX stating the account balance is {$490000.00} ( see file 2. SPT BAL Letter ).
Shellpoint updated my credit report to reflect the new principal balance ( see file 5. Credit Reports ).
In XX/XX/XXXX, my Shellpoint on-line account was updated with the adjusted balance ( see files 8. XXXX Loan Detail, 9. XXXX XXXX History, and 10. XXXX XXXX History 2 ) ; and I began receiving mailed monthly mortgage statements from Shellpoint with this principal balance amount ( see file 7. XXXX XXXX XXXX ).
I responded to the Shellpoint CFPB response that I didnt believe all adjustments were made to my account as required by the court order and as stated by Shellpoint ( see 1. CFPB Complaint XXXX, pages 3-5 ). That if the adjustments were made in accordance with the court order, the principal balance should have been approximately {$360000.00}. However, despite the Court order adjustments requiring an even lower principal balance, the XXXX CFPB response, principal balance letter dated XX/XX/XXXX, subsequent credit report corrections, and mailed Shellpoint statements show that some required XXXX ordered adjustments were made and my principal balance on XX/XX/XXXX was {$490000.00}.
I continued to receive Shellpoint mailed paper statements with the lower balance for well over a year ; through XXXX. However, to further complicate my account, when the servicing of my account transferred back to XXXX in XX/XX/XXXX, I subsequently began receiving BOA mailed statements with a higher principal balance of approximately {$580000.00} ( see file 12. XXXX Paper STMT ). However, the on-line BOA account information showed a lower principal balance of {$470000.00} XXXX see file 11. XXXX Online Stmt XXXX. In XXXX I filed a CFPB complaint with BOA and was told to address the issue with Shellpoint ( see file 17. BOA CFPB XXXX Response ). I subsequently attempted to address this issue with you and have been unsuccessful ( see file " 13. Shellpoint Complaint '' ).
The current servicer ( XXXX XXXX XXXX ) states they utilized account information provided by XXXX when loan servicing transferred from XXXX XXXX XXXX to Shellpoint ( see file 17. BOA CFPB XXXX Response Letter '' ). Based upon a response to me from XXXX XXXX XXXX, in XX/XX/XXXX XXXX directly prior to transferring the servicing to XXXX XXXX XXXX ) Shellpoint modified my account and this principal balance information was supplied to XXXX XXXX XXXX when servicing transferred. I was not aware or provided any information on a modification or adjustment to my account that occurred in XX/XX/XXXX. All of my documentation ( previously supplied to you in a request last year ) supports a different, lower principal balance. It appears XXXX inappropriately adjusted my account and subsequently failed to accurately transfer servicing information to the current servicer, XXXX XXXX XXXX.
At this time, I have provided all supporting documentation to XXXX and Shellpoint including the XXXX Shellpoint CFPB response, Shellpoint XX/XX/XXXX balance letter, and Shellpoint statements showing the balance as of XX/XX/XXXX was {$490000.00}. I have not received mailed paper statements from BOA in a year. The last correspondence from XXXX received in XX/XX/XXXX indicates my loan had a principal balance of {$580000.00} on XX/XX/XXXX. However, today when I access the on-line BOA site, my account currently shows a {$470000.00} balance ( see files 18. XXXX Online Current Balance 1 and 19. XXXX Online Current Balance 2 ). At the maximum, my principal balance should be no more than {$470000.00} which is the Shellpoint Court adjusted balance from XX/XX/XXXX, minus payments made since XX/XX/XXXX.
My home is under contract to close on XX/XX/XXXX and I can not obtain an accurate pay-off statement as the last pay-off I received from BOA was incorrect and overstated. I need to obtain an accurate pay-off statement on or before XX/XX/XXXX that includes the Court ordered adjustments referenced by XXXX in a letter to the CFPB and as stated in the additional supporting documentation. Please provide any required account corrections to XXXX so this can be accomplished. As a reference, I also submitted a current CFPB complaint to BOA ( see file 20. XXXX Home Loans XXXX CFPB Complaint '' ).
I have sought the advice of legal counsel and will formally retain such counsel if needed as I no longer have time to spare with a closing pending for XX/XX/XXXX. If this issue can not be remedied with a pay-off statement principal balance in agreement with the BOA on-line provided amount of {$470000.00} on or before XX/XX/XXXX, I am requesting the below documentation : The servicing file showing a history of all entries made to my account from the XXXX origination to present including a schedule of transactions debited and credited to the account, and any principal balance calculations ; Servicing logs including oral communications ( recorded and written ) and notes for my account from the XXXX origination to present ; All information supplied to XXXX XXXX XXXX when the account was returned to them for servicing in XX/XX/XXXX ; and XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX and Shellpoint servicing agreements and requirements, and legal settlements which have affected how my account has been serviced.
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| 08/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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The case at hand presents a distressing pattern of misconduct and deception by the bank, as it undertook a fraudulent foreclosure against the Florida estate representatives for a New York property, disregarding my rightful ownership and succession as the individual owner. This ordeal began when I faced financial hardships due to hurricane damage, and despite my efforts to seek the bank 's endorsement of the insurance damage claim funds to carry out repairs, the bank refused and questioned my rights to both the property and the claim funds. This decision left the property repairs and ownership in limbo, causing confusion and uncertainty.
Throughout the proceedings, the bank has consistently violated my rights, misled the court, and made deceptive claims to obstruct fair negotiations. Despite diligently executing valid assumption documents upon the bank 's request, they failed to process the assumption promptly and proceeded with foreclosure against the Florida estate representatives. This dual tracking not only misled and confused all parties involved but also violated fair negotiation practices, RESPA, and other applicable laws.
Their actions go beyond mere negligence ; they reveal a calculated attempt to deprive me of my property rights and manipulate the legal system to achieve their goals unlawfully. This has undermined the integrity of the foreclosure process and cast serious doubts on the legitimacy of the bank 's foreclosure proceedings.
Given the gravity of the situation and the bank 's repeated violations, it is crucial for me to seek immediate legal counsel to protect my rights and assert my claim as the rightful owner. I may be entitled to remedies such as voiding the fraudulent foreclosure judgment, damages for violations of my rights, and appropriate sanctions against the bank for their misconduct.
Furthermore, I must emphasize that I diligently notified the bank immediately after the passing of XXXX, providing them with the Will that clearly identifies me as the devisee and successor in interest, along with a formal request to take over the loan. However, despite my proactive efforts to comply with their procedures, the bank inexplicably failed to process the necessary successor-in-interest documents, leaving the property 's ownership and loan status in a state of uncertainty.
Additionally, when the hurricane damage occurred, it introduced a new issue that further complicated matters, putting the property in limbo and exacerbating the existing complexities. At this point, it became evident that the bank 's violations began long before the foreclosure proceedings. Their reluctance to recognize me as the rightful successor in interest and their refusal to endorse the insurance damage claim funds caused unnecessary hardships, even though I continued to make payments despite their inaction.
The situation raises serious concerns about the bank 's compliance with RESPA laws concerning successors in interest. RESPA explicitly requires servicers to respond promptly and appropriately to borrowers ' requests, including those related to successor-in-interest documentation. Yet, the bank 's failure to act expeditiously upon receiving my notification and valid documents only compounded their misconduct.
Given the bank 's long-standing violations, it is evident that my rights were significantly impacted long before the foreclosure proceedings. Their misleading actions, fraudulent foreclosure, and attempt to deprive me of my property rights are reprehensible and warrant immediate legal action to protect my interests.
In conclusion, this case reveals a distressing pattern of misconduct by the bank, starting from the moment I notified them of my rightful succession and continuing throughout the foreclosure proceedings. Their repeated violations of RESPA laws concerning successors in interest and their refusal to recognize me as the rightful owner of the property are deeply troubling. My diligent efforts to comply with their procedures were met with negligence and deception, jeopardizing my property rights.
In light of the egregious conduct displayed by the bank, I seek your support and intervention to bring attention to this injustice. How could such blatant violations of my rights and misleading actions be allowed to persist? As I fight not only for my homestead but also for my rights, I urge you to address this matter urgently and take the necessary steps to ensure justice prevails.
Attachment : List of Specific Concerns for Investigation 1 ) Clarify the court 's acknowledgment of XXXX XXXX 's undisputed ownership of the property and the subsequent denial of the motion to include XXXX XXXX as a necessary party in the foreclosure proceedings.
2 ) Investigate the contradictions surrounding the court 's decision to pursue legal action against estate representatives who lack ownership rights while recognizing XXXX XXXX 's ownership of the property.
3 ) Examine the implications of allowing foreclosure proceedings to continue under a judgment based on an estate that lacks ownership and authority over XXXX XXXX 's property.
4 ) Assess the potential violation of federal law, specifically the Garn-St. Germain Act, in light of the bank 's refusal to acknowledge certain assumptions by successors in interest.
5 ) Investigate the practice of dual tracking, wherein foreclosure proceedings and loan modification discussions occur simultaneously, potentially violating fair negotiation practices mandated by the Real Estate Settlement Procedures Act ( RESPA ).
6 ) Examine the issue of subject matter jurisdiction, particularly the court 's jurisdiction over the Florida estate and the representatives ' authority outside the Florida jurisdiction concerning the New York property.
7 ) Investigate the bank 's willful neglect to join XXXX XXXX as a necessary party in the proceedings despite being aware of XXXX XXXX 's ownership interest and position as the successor in interest.
8 ) Assess the limitations on a deficiency judgment, considering the absence of personal liability for XXXX XXXX, who was not named in the mortgage contract.
9 ) Investigate the request to account for insurance proceeds received from XXXX XXXX after property damage, and the bank 's failure to provide an accounting of these funds.
10 ) Investigate the ethical implications of all parties involved standing by while being aware of XXXX XXXX 's ownership, yet allowing the foreclosure proceedings to continue. Examine the ethicality of drafting a judgment for the Florida estate, which lacks ownership and authorization over XXXX XXXX 's New York property.
This additional point highlights the ethical concerns surrounding the case and the potential harm that could result from allowing the foreclosure proceedings to proceed without addressing XXXX XXXX 's ownership. It emphasizes the need for a thorough investigation into the ethical considerations of all parties involved in this matter.
Sincerely, XXXX XXXX
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| 02/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint Mortgage Servicing is continuing to mishandle loan # XXXX despite multiple requests for them to accurately report the loan and correct the loan status. Shellpoint Mortgage Servicing has been provided documentation and information that verifies their inaccurate servicing and reporting of Loan # XXXX. We have not been able to speak with anyone at Shellpoint Mortgage Servicing regarding this matter. Although Shellpoint Mortgage Servicing has reported and transferred the loan using erroneous and inaccurate information, they claim they no longer have anything to do with the account. Although a phone number was provided for a XXXX XXXX, phone calls have gone unanswered and messages have not been returned. Instead of contacting us to properly handle the situation, Shellpoint Mortgage Servicing continues to respond to complaints with inaccurate information, and then they close the complaint. Shellpoint Mortgage Servicing actions are clear indicators that they have no interest in making any effort to correct their errors.
# 1. XXXX XXXX claimed we requested that the loan be reported as current. We are not and have not, at any time, requested anything other than the account be reported accurately. We are stating that the loan can not be reported delinquent for the periods it was in forbearance and modification, XX/XX/XXXX through XX/XX/XXXX. We are also stating that the loan could not be in default status on XX/XX/XXXX because the payments due at that time were for periods XX/XX/XXXX through XX/XX/XXXX ( which was the forbearance period ), and the loan was in modification status beginning XX/XX/XXXX.
# 2. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledges that the loan was in COVID forbearance status from XX/XX/XXXX through XX/XX/XXXX and in modification status from XX/XX/XXXX through XX/XX/XXXX. XXXX XXXX acknowledges, on behalf of Shellpoint Mortgage Servicing that Shellpoint Mortgage Servicing is reporting the loan as delinquent for payments through XX/XX/XXXX through XX/XX/XXXX. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, also acknowledged placing the account in default status, while it was in modification status. The paragraph below is copied verbatim from XXXX XXXX 's letter dated XX/XX/XXXX.
" Following the successful completion of the trial period, the loan was contractually past due for the XX/XX/XXXX through XX/XX/XXXX installments. Since the loans pre-modified loan terms remain in effect during the trial period and the loan was contractually past due, the delinquency notices referenced in your complaint were sent to you. Shellpoint continued to report the delinquency status of your loan to the CRAs as well as your entry into a trial period plan in accordance with the requirements of the Fair Credit Reporting Act and the XXXX XXXX XXXX XXXX requirements. That information was also provided in the Frequently Asked Questions section of the modification offer letter. '' # 3. Shellpoint Mortgage Servicing was made aware that the CARES Act SUPERSEDED the Fair Credit Reporting Act for reporting of COVID forbearance loans. Per the CARES Act, monthly payments covering the forbearance period can not be reported as delinquent. Therefore, payments that would have been due XX/XX/XXXX through XX/XX/XXXX are not allowed to be reported as delinquent. Also, if Shellpoint Mortgage Servicing chooses to report payments for the modification period, XX/XX/XXXX through XX/XX/XXXX as delinquent, we would expect that this is standard practice and Shellpoint Mortgage Servicing reports all loans covering a modification period the same for all customers.
# 4. The XX/XX/XXXX statement shows the account was paid through XX/XX/XXXX, with the next payment due XXXX, XXXX, which was the start of the COVID forbearance period. On XX/XX/XXXX Shellpoint Mortgage Servicing placed the loan in a default status for months covering the COVID forbearance and modification periods, XX/XX/XXXX through XX/XX/XXXX. Not only is it a violation of the CARES Act to place a loan in default status for payments during the COVID forbearance period, a loan that is in modification, and adhering to the terms of that modification, can not go into default status anyway.
# 5. During the forbearance period, when we were able to and attempted to make a payment, we were told payments could not be made because the account was in forbearance.
# 6. The attached final account statement received from Shellpoint Mortgage Servicing ( dated XX/XX/XXXX ) reflects the forbearance and modification status of the loan, and not at all as XXXX XXXX has portrayed. It clearly states that the next payment due is for XX/XX/XXXX. It clearly states that the account is in modification. It clearly shows there were NO late fees because there were no payments due other than those for the COVID forbearance and modification periods. How could the loan payments be late for periods covering COVID forbearance? That is a violation of the CARES Act. How could the loan go into default status during modification?
# 7. After several days of numerous calls to XXXX XXXX with no answer and voicemails left with no response, XXXX XXXX claims one phone call attempt to us on XX/XX/XXXX was unsuccessful. We are not aware of a phone call. If one was attempted, there was no voicemail left, which I am certain would have been done, as I am sure XXXX XXXX would not expect that customers are available to answer phone calls at all times, and therefore would surely have left a voicemail requesting a return call, and providing best times for that call.
Shellpoint Mortgage Servicing has acknowledged awareness of how they have serviced and reported Loan # XXXX. Shellpoint Mortgage Servicing has only been requested to accurately report and reflect the correct status of Loan # XXXX. Shellpoint Mortgage Servicing has been made aware of errors in their servicing and reporting of Loan # XXXX. Although Shellpoint Mortgage Servicing has been made aware of their errors in the servicing and reporting of Loan # XXXX multiple times, Shellpoint Mortgage Servicing has refused to correct those errors. Shellpoint Mortgage Servicing is being made aware that their refusal to correct errors and accurately service and report Loan # XXXX is causing harm. Shellpoint Mortgage Servicing is indicating by their refusal to correct errors in their servicing and reporting of Loan # XXXX after being made aware of those errors, they are willfully and knowingly causing harm. Shellpoint Mortgage Servicing transferred the loan, with erroneous and inaccurate information, to another servicer, which is compounding the harm caused. Shellpoint Mortgage Servicing is being made aware that knowingly causing harm by refusing to correct the servicing and reporting of Loan # XXXX will result in legal action against Shellpoint Mortgage Servicing. Shellpoint Mortgage Servicing is being made aware that legal action will include requests for all remedies available under the law.
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| 10/27/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Newrez dba Shellpoint is inaccessible during regular office hours for a meaningful response and purposefully prolongs resolutions. Shellpoint manipulates information with the escrow numbers to intentionally deceive when Shellpoint knows that they never intend nor will resolve the post forbearance balance and will place a consumer in default.
Similar fraudulent practices of placing a consumer in default by misrepresenting escrow payments are described in detail by another consumer in military, a XXXX with a top secret clearance in a class action litigation : Martin v NewRez, LLC d/b/a Shellpoint Mortgage filed in Federal Court in California ( attached hereto as exhibit 6 ) To somehow justify their deceptive actions and their previously emailed explanation that their point of contact is unable to make an outbound calls for some reason my system continues to suppress the call ( see exhibit 1, see emails dated XX/XX/XXXX and XX/XX/XXXX ). Shellpoint falsely states that they tried to contact some other unknown phone numbers when they knew or should have known from my records, from numerous official and government complaints I filed in XXXX, XXXX and numerous emails sent to them that my number is ( XXXX ) XXXX.
Moreover, my recent request to Shellpoint through a secure dashboard, my application, the required questionnaire completed through their secure portal on XX/XX/XXXX list the one and only phone number ( XXXX ) XXXX.
On XX/XX/XXXX, I filled out an application on the Shellpoint dashboard, a required questionnaire and a request for a call back on ( XXXX ) XXXX to resolve along with providing the said contact number to Shellpoint ( see exhibit A ) Shellpoint did not resolve. Shellpoint never intended to resolve. The phone numbers indicated in their letter on page 2 were not provided to Shellpoint in neither their online application nor their contact form on their dashboard. In fact, the very first message sent to me via dashboard in response to my XX/XX/XXXX request is dated yesterday, XX/XX/XXXX with the loan being in default because of Shellpoints failure to resolve. Shellpoint did not send any messages via dashboard prior to their one and only message dated yesterday XX/XX/XXXX. ( See attached exhibit C ).
Despite of my numerous attempts to timely resolve, Newrez/Shellpoint never responded to my numerous calls prior to the due date of XX/XX/XXXX with an explanation that the assigned point of contact XXXX XXXX can not call back and is unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ) when they communicated with me, received formal complaints from DFS and Attorney Generals Office listing my phone number as ( XXXX ) XXXX for years ( exhibit B ) and as my phone number ( XXXX ) XXXX was never changed to any of the phone numbers listed on page 2 of Shellpoints letter.
Shellpoint refused to provide the name and phone number of any alternative or second point of contact when their first point of contact is unreachable to timely resolve.
Attached is the recording of their phone tree routing to leave a voice message for a point of contact. When I inquired of an alternative or second point of contact name and phone number who could timely assist, my request was ignored. ( See exhibit D ).
I called, faxed and emailed Shellpoint multiple times and received no response ( logs available on request ).
I equally cced Shellpoints attorneys of XXXX XXXX ( XXXX XXXX and XXXX XXXX ) on my communications with Shellpoint prior to lodging official complaints equally stating that I am able to resume my monthly payments starting XXXX which Shellpoint received but again refuses any resolutions.
Shellpoint could not and did not meaningfully respond as to them issuing a deceitful pre-approval of the deferment on XX/XX/XXXX stating that my balance that had been accumulated during the forbearance would be placed at the back of the loan inclusive of the XXXX payment and contingent on the escrow shortage payments projections. ( Exhibit 2 ) Such pre-approval was deceitful because XXXX never intended to resolve as I was told to withhold my XX/XX/XXXX payment because Newrez/Shellpoint misrepresented that it would be applied to the back of the loan and that the amount of payment would change slightly from my regular {$3700.00} to around {$3700.00} subject to final approval.
On October 12th, 12 days past the deadline, I received an urgent call that XXXX can no longer process the payment deferment and would not allow me to resume my monthly payments because you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship which was known to Newrez/Shellpoint as an event that occurred a year and a half ago and known to Newrez/Shellpoint before providing a pre- approval dated XX/XX/XXXX which was contingent on the escrow disbursement payments. ( Exhibits 2, 3 ).
Shellpoint knew or should have known on XX/XX/XXXX, the date of the issuance of their pre approval of the deferment ( of the amount accumulated during forbearance to be placed on the back of the loan ) that they would retract it on XX/XX/XXXX based on you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship. Because Shellpoints denial on XX/XX/XXXX is based on the event known to Shellpoint to occur in XX/XX/XXXX which is over a year before Shellpoint issues a pre-approval dated XX/XX/XXXX. ( Not to mention that approval of prior deferment should not be the reason for denial of current approval and retraction of their prior pre-approval dated XX/XX/XXXX ).
Shellpoint deceiptful practices include : XXXX ) usage of unknown phone numbers instead of my number ( XXXX ) XXXX when they knew or should have known that my number is ( XXXX ) XXXX which was never changed to any other number, 2 ) their point of contact unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ), 3 ) their refusal to provide a second point of contact name and phone number ( exhibit D ) and most importantly 4 ) their refusal to correct as stated in their letter dated XX/XX/XXXX pertaining to Shellpoint XXXX of pre approval of the deferment ( of the amount accumulated during forbearance to be placed on the back of the loan ) that they retracted on XX/XX/XXXX based on you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship- the fact known to Shellpoint XXXX XX/XX/XXXX when they issued the pre-approval dated XX/XX/XXXX and then retracted it on XX/XX/XXXX.
As of today Newrez dba Shellpoint failed to correct or remediate with a clear indication that at all times Newrez XXXX XXXX actions to mislead were willful and intentional.
|
| 09/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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This complaint concerns servicers XXXX XXXX XXXX, XXXX XXXX XXXX, and Shellpoint Mortgage Servicing who are responsible for scheduling a foreclosure sale of my property in XXXX California on XX/XX/XXXX, although they have no contractual basis for exercising the power of sale and are acting in conscious and willful disregard of my rights without regard to their legal obligations.
The servicer is obligated not to foreclose absent certain conditions precedent as stated in Section 22 of the DOT and that obligation was breached by noticing a foreclosure sale although the conditions precedent were absent. I have not defaulted on my legal obligations instead they violated the loan contract by overcharging, preventing and refusing performance, and inducing nonpayment in an effort to benefit by taking my home.
Their actions constitute unfair, deceptive, and abusive acts or practices in violation of the FDCPA. They are misrepresenting the amount and legal status of the debt in violation of 15 U.S.C. 1692e ( A ). The scheduled sale is a threat to take action that can not legally be taken in violation of 15 U.S.C. V1692e ( B ) 5.
It is an unconscionable and unfair means to collect a debt prohibited by 15 U.S.C. 1692f and the amount they are claiming due is not expressly authorized by the DOT which does not allow the imposition of foreclosure fees and charges in the absence of the borrower 's default.
In XXXX, while in violation of the loan contract per the FTC action against XXXX, XXXX induced a default in payments with false promises of improved loan terms. Upon following their instructions to skip three months I called to catch up but my payments were refused. I was told they were not necessary, it was a benefit to borrowers while new terms were being determined. A few weeks later foreclosure was initiated and in my concern, I spoke with numerous agents, all of whom assured me it was a technicality and to be patient during the lengthy process. I relied on this misrepresentation to my detriment. For two years XXXX concealed that they lacked authority from the investors to modify and then denied a modification.
I'd fallen victim to a profit-driven scheme in which servicers strategically induce default and initiate foreclosure. This allows them to unlawfully impose foreclosure charges and earn special servicing fees while high-interest rate arrears accrue. Having actively prevented the borrower from making payments and placing them in default the borrower is similarly prevented from achieving affordable rates through refinancing and is locked into a high-interest rate. The payments accrue as do the unlawful charges earning interest at the note rate and the principal balance balloons. This scheme increases the likelihood of foreclosure or can make modification more profitable by capitalizing high-interest rate arrears and charges into the new principal balance earning interest on interest.
Under statute, if non-payment is induced or payment is prevented or refused by the creditor then performance is excused and the borrower is entitled to the benefits of performance. See Cal. Civil Code 1504, 1511-12.
The conduct also constitutes a material failure to perform on the part of the servicer in their capacity as agent for the Lender. It is well-settled law that if one party prevents or makes impossible the performance of a condition then that condition is excused. It has the legal effect of suspending the borrower 's performance until their material failure to perform is cured. Restatement ( Second ) of Contacts 237.
The servicers ' interference both prevented me from making payments and prevented me from finding affordable terms by refinancing. At the prevailing rate at the time my mortgage payments to date would have been {$220000.00}. Instead with high-interest rate arrears and foreclosure charges they claim I owe {$400000.00}.
Keeping a debt collector from wrongfully foreclosing requires diverting an extraordinary amount of time and money that could otherwise have paid down the loan balance. A very modest estimate of the loss of income and legal expenses to date is {$250000.00}.
The matter has been before the Court who ruled that a foreclosure sale would be wrongful due to the misconduct XXXX XXXX XXXX failed to cure. While aware of the legal consequences they failed to exercise cure rights and are relying on the disparity of resources and power to wrongfully foreclose Servicers XXXX and Shellpoint have in succession continued to undermine my efforts to meet loan obligations by trying to foreclose without the legal right to enforce the contract. Rather than curing the material failure to perform and allowing me to resume making payments, they are leveraging their position of power in an effort to either extort money far in excess of the amount owed to take my home.
Instead of negotiating fairly with me to resolve the debt the servicers repeatedly schedule sales as an exercise in intimidation much like a mock execution. The purpose is to taunt me with their disregard for the law and the ease with which they could cause me irreparable harm. A sale is scheduled, something they may not legally do, and they threaten to sell my home of thirty years unless I pay them money to which they're not entitled. Much like its counterpart, this is intended to frighten and wear down resistance by waiting to cancel the sale increasingly close to the last minute. In the past year, they have scheduled at least five sales, in the previous years over ten sales have been scheduled. This results in my privacy being invaded by people driving by asking questions and my name in the newspaper prompts calls and texts from strangers inquiring about the house.
The natural consequence of this conduct is to harass, oppress, or abuse in connection with the collection of a debt and is a violation of 15 U.S.C. 1692d.These tactics are all the more egregious as they are not being employed just to collect a debt but they are threatening to take my home as a means to extort money far in excess of the debt owed. Just as those repeatedly subject to mock executions are often scarred for life, this unlawful and abusive practice has had a profound effect on my emotional well being and my physical health including a XXXX XXXX XXXX that now limits my mobility.
It is outrageous for federally regulated institutions to engage in unfair, deceptive, and abusive practices and injure borrowers in an effort to unlawfully take their homes. Nonetheless, inducing default and interfering with a borrower 's performance may afford a profit potential if a property is desirably located with substantial equity. The difference between a credit bid and resale value can represent a windfall. It's unrealistic to expect servicers to monitor themselves with this sort of incentive. Because it results in unavoidable injury to the consumer as a violation of the FTC Act I urge the CFPB and the FTC to investigate.
XXXX XXXX
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| 04/17/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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1. I disagree with the statement in paragraph 4 that erroneously states that as of XX/XX/XXXX, I am contractually due for the XX/XX/XXXX and XX/XX/XXXX monthly installments. In fact, you state in the next to last sentence in paragraph 4 Note, the payment referenced on your XX/XX/XXXX and XX/XX/XXXX bank statements were applied to your loan on XX/XX/XXXX and XX/XX/XXXX. As follow up to my verbal conversation last Thursday XXXX XX/XX/XXXX with XXXX XXXX, below is a table showing all payments that I have made on my mortgage loan since XX/XX/XXXX. I have also attached copies of my XXXX XXXX Statements and XX/XX/XXXX Transactions that document that I have made all monthly mortgage payments from XX/XX/XXXX through XX/XX/XXXX. This means that I am current and only owe my XX/XX/XXXX mortgage payment.
2. During my phone conversation with XXXX XXXX, Shellpoint Customer Service Representative, on Thursday XXXX XX/XX/XXXX, she informed me that my account has been charged {$45.00} for a home inspection. She stated that the purpose of the inspection was to confirm that my house was not vacant and that a photo would be taken of the outside of my home. She told me that if the inspector decided that my house was vacant, then the locks to the house would be changed. I informed Ms. XXXX that my wife and I work all day and no one is home until about XXXX or XXXX XXXX. So, the inspector could erroneously conclude that no one lives in the house. This could be devastating to us. I have never heard of this practice and question the validity and authority of Shellpoint to do this! I request that the {$45.00} be refunded and the inspection canceled!
3. During this same phone conversation with XXXX XXXX, Shellpoint Customer Service Representative, she threatened me with the initiation for Foreclosure actions by NewRez-Shellpoint Mortgage Servicing if I did not male a mortgage loan installment payment by XX/XX/XXXX. I disagree that Ms. XXXX has the authority to initiate Foreclosure action on my mortgage loan and that I am eligible for Foreclosure actions by XX/XX/XXXX because I am current on my mortgage payments as of XX/XX/XXXX. Shellpoints policy that has be quoted to me by multiple Shellpoint employees is that Mortgage Foreclosure actions are not initiated until loan payments are 90 days past due. Finally, I am alarmed, offended, and insulted by Ms. XXXX threat to initiate Foreclosure Actions on my mortgage loan. I am requesting an apology and retraction from NewRez Shellpoint Mortgage Servicing.
4. In paragraph 4, the late charge of {$37.00} does not apply and I request that it be refunded.
5. In paragraph 4, the NSF Fee of {$25.00} was caused by NewRez-Shellpoint and I request that it be refunded. NewRez-Shellpoints payment message states that the payment made may not be posted to my checking account for 2-3 business days. The payment that I made on XX/XX/XXXX was posted to my checking account in less than one business day on Monday XXXX, XX/XX/XXXX. Also, on my end my auto deposit paycheck was deposited one day late for the first time in history on XX/XX/XXXX.
6. In paragraph 4, it is stated that {$30.00} in other fees was charged my account. Please explain the nature of these other fees and refund the {$30.00}.
7. In paragraph 5, why was I not contacted with a request of proof of my XX/XX/XXXX to XXXX XXXX? XXXX XXXX, an SPOC, actually confirmed to me during our XX/XX/XXXX phone conversation that I had made the XX/XX/XXXX payment to XXXX XXXX successfully.
8. In paragraph 6, you state that the Mortgage Statement dated XX/XX/XXXX reflected the payment reversals made on XX/XX/XXXX. In the future, I request that any reversals or any other major changes or actions taken on my mortgage account be communicated to me immediately. Why did not someone at Shellpoint try to reach me by phone prior to XX/XX/XXXX to discuss these reversals?
9. Regarding my NSF mentioned in Paragraphs 7 and 8, I have had only one NSF that occurred on XX/XX/XXXX. This NSF was caused by Shellpoint processing my XX/XX/XXXX. XXXX mortgage payment in less than 1 business day on XX/XX/XXXX and by my paycheck being deposited one day late by my employer for the first time in history. New Rez Shellpoint had previously advised customers that payments submitted were usually processed in 2-3 business days. I replaced this payment on XX/XX/XXXX by making a payment by phone to a New Rez Shellpoint Customer Service Representative. To make matters worse, the XX/XX/XXXX letter requesting certified finds was not received by me until XX/XX/XXXX. I had already made a replacement payment on XX/XX/XXXX.
10. All NSF transaction prior to XX/XX/XXXX were conducted solely by Shellpoint Mortgage Servicing without my knowledge. I believe that Shellpoint took these NSF transactions as a method for adjusting my mortgage payment history.
11. As mentioned previously, I disagree with the statement in paragraph 4 that erroneously states that as of XX/XX/XXXX, I am contractually due for the XX/XX/XXXX and XX/XX/XXXX monthly installments. I have also attached copies of my XXXX XXXX Statements and XX/XX/XXXX Transactions that document that I have made all monthly mortgage payments from XX/XX/XXXX through XX/XX/XXXX. This means that I am current and only owe my XX/XX/XXXX mortgage payment.
12. In paragraph 9, I never received the XX/XX/XXXX letter supposedly mailed on XX/XX/XXXX. I finally received a copy of this XX/XX/XXXX letter with the XX/XX/XXXX letter.
13. Finally, why am I never notified by phone or E-mails when there are issues or changes to my mortgage account? Why is there no actual person identified as a person of contact in Loan Servicing and other departments?
XXXX XXXX XXXX Loan Payment History since XX/XX/XXXX Loan # XXXX Payment Number Payment Due Date Payment Paid Date by Bank Payment Proof ( Statement & Transactions Documents Copies attached ) 1 XX/XX/XXXX XX/XX/XXXX Exhibit 1 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Exhibit 2 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX-Shellpoint XXXX XX/XX/XXXX XX/XX/XXXX Exhibit 3 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 3 ; payment shown on page 3, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX-Shellpoint 4 XX/XX/XXXX XX/XX/XXXX Exhibit 4 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint 5 XX/XX/XXXX XX/XX/XXXX Exhibit 5 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint 6 XX/XX/XXXX XX/XX/XXXX. XXXX Exhibit 6 XXXX XXXX Transactions XX/XX/XXXX to XX/XX/XXXX, page 1, payment shown on page 1, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint
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| 05/18/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I am currently in a Chapter XXXX Bankruptcy and filed back in XX/XX/XXXX with my mortgage company at the time ( Ditech ). Since I have filed bankruptcy DiTech itself has gone into its own Bankruptcy. Due to this my mortgage was transferred to NewRez LLC, F/K/A New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing. I was never notified of this transfer. As part of my bankruptcy payment plan I make monthly payments to the court for my Pre-Petition arrears, and Post-Petition arrears. I check my information monthly via the court NDC case status website using my account, once my payments are posted, to ensure that payments are sent to my mortgage company from the courts. I noticed in XX/XX/XXXX that my mortgage company name had changed to NewRez LLC. I then used my XXXX account find this new companys information to call them and find out what was going on and why I was not notified of this change directly, as by law I am required to be notified in writing within 30 days of a change like this.
Shellpoint stated they notified me and purposely sent it to the wrong address because I was in bankruptcy, and because I am in bankruptcy they are not allowed to contact me so they claimed ( even though I filed my bankruptcy ProSe ). They sent it to the bankruptcy court address, even though my previous mortgage money sent all communication to my home address, as well as all monthly statements. I never changed my address, nor did I give permission to send anything related to me to any address other than my home. If DiTech was able to send me things in writing Shellpoint can do the same, and I should NOT have to explain this to them, nor the fact that sending things in my name to a court address or any address that is NOT mine I will NOT receive it.
They finally started sending me statements in XX/XX/XXXX. I called them and informed they had my balances incorrect and that it needed to be fixed, I also sent them all my documents and payments made to previous mortgage company directly along with payments made thru bankruptcy plan directly to the court. At this time, they were showing a balance owed of {$50000.00}. Months later I received a letter saying they corrected my balance owed and I would no longer see that high amount. XX/XX/XXXX my statement showed a balance of {$35000.00}. Shellpoint then filed a motion in court saying I was in default in the amount of {$38000.00} ( even though I was supposed to be a COVID forbearance plan ). I do not know the details of this plan due to Shellpoint refusing to send me the documents in writing with a beginning and an end date.
XX/XX/XXXX my statement balance owed somehow increased to {$58000.00}. In XX/XX/XXXX I made 3 payments directly to Shellpoint, totaling to the amount of {$6900.00} ( this does not reflect my monthly payment to the court, that is then sent from the court to Shellpoint ). In turn my Shellpoint monthly statement balance was then updated to {$52000.00} ( where the rest of the money I paid go to as balance only decreased {$5500.00} ). There was another payment of {$2000.00} made in XX/XX/XXXX, which somehow increased my Shellpoint balance owed to {$55000.00}, as reflected on my XXXX statement. Low and behold my XXXX payment of {$2000.00} once again only brought my balance to {$55000.00}.
XX/XX/XXXX Shellpoint and I had a court hearing for the motion of default where Shellpoint attempted to remove the Automatic Stay on my home and default judgement for {$38000.00}. The judge stated that Shellpoint received inaccurate records of the amount owed from the previous loan servicer ( DiTech ), and they were to start fresh. Shellpoints Motion of default and terminate of automatic stay was then Denied with Prejudice.
Since then, I have requested that Shellpoint update their records to accurately reflect my balance in writing ( twice ). I have called and spoken to numerous customer service representatives in the service department, the bankruptcy department, and have scheduled phone call appointments with my Single Point of Contact ( Shellpoint appointed to my account ) representative, as well as their legal department. None of my appointments were upheld on Shellpoints end, as they never called or contacted me, even though the appointments were made via Shellpoint customer service agents.
Since XX/XX/XXXX I have been requesting and attempting to put in a modification plan with Shellpoint to work this out. They made me fill out new applications for the modification plan on 4 different occasions. Every time I do a modification, I return all the documents requested at the same time ( upload via the website, send email to the loss mitigation email given to me and I fax all the information to them. 3 out of the 4 times they received my information, months go by without a word from them. They wait until I contact them to say oh it was denied or cancelled due to missing documents, or it was not worked on because of the COVID forbearance plan I was supposed to be one. They are never missing any documents but instead are requesting things that do not apply to me like a divorce decree ( I have never been married ), or a letter as to bank transfers made to my underage son. And yes, they are aware he is my son as their request has stated letter of transfer to son. They finally approved a modification trial plan where payments had to be made in the amount of {$2000.00} starting XX/XX/XXXX. In XX/XX/XXXX I received a letter saying the medication is terminated as I failed to make a XXXX payment. This is inaccurate as they received a payment in the amount of {$2000.00} before XX/XX/XXXX, they also received another payment of {$2000.00} before XX/XX/XXXX, as the trial payments stated. When I spoke to customer service, they said they do not know why I got the letter because they see the payments and the loss mitigation department should be able to see them as well. Again no one returns my calls or keep the scheduled appointments and they refuse to reflect my account accurately, even after the courts have ordered them to.
Shellpoint filed in court for missing payments up to XX/XX/XXXX for Shellpoint and DiTech. Again, this was Denied with Prejudice. This means all past due payments they are claiming were never received and reflected prior to this date ( XX/XX/XXXX XXXX is null and void. All payments received from that point ( XX/XX/XXXX ) should be reflected accurately and credited to my account appropriately. As the judge stated I have a Pre-Petition arrears amount ( {$1200.00} a majority of this has been paid ( {$8500.00} ) ) and a Post-Petition amount ( {$15000.00} also a majority of this has been paid ( {$10000.00} ) ) that were past due listed in my bankruptcy that was agreed to and approved by the court and my previous mortgage company. I am current, up to date and continue to make these payments to the court and that is all that should be showing as behind and to Shellpoint.
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| 05/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My mother passed away in XXXX and I inherited her home that I did not know had a mortgage on it. My son and I moved in several months ago, and I just happened to open an envelope that was a foreclosure notice. It looked like junk mail, there was no return sender name or address, and it was in a plain envelope. It wasnt sent by certified mail, I didnt receive any certified mail of any kind, or have to sign for any letters. I saw the mortgage servicer is Shellpoint, so I immediately called to let them know the primary borrower was my mother, and she was deceased, but I had inherited the property. I told them my mom was sick and passed suddenly, without being able to tell me shed refinanced the house a while back, and there was a mortgage payment now. I told them I wanted to do everything I could to stop the foreclosure, and would need to get my options for loss mitigation. I asked if I could make a payment towards the past due amount, but they wouldnt talk to me at all about the loan, and said they couldnt accept a payment from me. They gave me an email address of : XXXX to send the documents to verify what Id told them. I emailed my mothers death certificate and executed will on XX/XX/2023, with a detailed request to be confirmed as successor in interest, so that I could apply for loss mitigation, and to stop the foreclosure process. I got an automated confirmation that the email was received and they are working on it. There was a single point off contact listed as the person assigned to the loan at Shellpoint, which was XXXX XXXX, and it had her direct phone number. I called her several times throughout this, but she never answered and never called me back, even though I left detailed messages with the loan number, my mothers information, my information, and that I wanted to take over the loan and needed to know my loss mitigation options. I called the main number at Shellpoint again around XX/XX/XXXX to find out about loss mitigation, and to stop the foreclosure, but the girl said I needed to send an executed will. I explained that Id already sent that with the death certificate, the week prior, and she said to give them more time to process my request. I called back the next week around XX/XX/XXXX and the guy said they didnt have any documents from me, and wouldnt talk to me about the loan, or tell me any loss mitigation options. He gave me a different email address to send the documents to : XXXX So I sent the detailed request to be confirmed as successor in interest, the death certificate, and the executed will to that email address, and also got confirmation they received it.
I got an email from Shellpoint/Newrez on XX/XX/XXXX saying they received my request but didnt get the documents I attached. They asked me to email the death certificate to XXXX which I did that day, with the loan number, and got confirmation it was received. On XX/XX/XXXX I called, and they said they received the death certificate, but not the executed will, and they had to have both documents before they could talk to me about the loan or give me any information about loss mitigation or how I can keep the property. I sent the executed will, with the detailed request and loan number to XXXX and also by fax to XXXX, just in case they didnt get them by email. I got confirmation from both fax and email that it was received.
I called back on XX/XX/XXXX to apply for loss mitigation and to stop the foreclosure process, and was told they had received all the documents Id sent by XX/XX/XXXX ( the same day I called the week prior and they wouldnt talk to me about the loan ) but they needed to forward everything to someone else, and theyd contact me. He still didnt give me any information about the loan or let me apply for loss mitigation. He wanted to verify my contact information, and when I gave him my phone number, he said they had it, but it had do not call next to it. I dont know why it would say that, its my only phone number. He told me someone would contact me, and if I hadnt heard from them by the next week, to call back. I got a letter in the mail a couple days later, which was Friday XX/XX/XXXX, saying I was confirmed as successor in interest, the date on it was XX/XX/XXXX. Id called two times since that date, and still wasnt given any information or told how to apply for loss mitigation. It was after hours on a Friday when I got the letter so I called the following week, XX/XX/XXXX, and was told it was too late to discuss the loan or apply for loss mitigation, the house was to be sold at the auction that day. I was very upset and confused, I told the guy Id been sending her death certificate, and executed will for over 2 months so I could take over the loan and stop the foreclosure process. I told him Id just called the week before, and even though I was unknowingly confirmed as successor in interest at that time, they still wouldnt talk to me about the loan or give me any information. He said last week wouldve been too late to do anything to stop the foreclosure process, and he was very sorry but there wasnt anything he could do. I asked to speak with someone else, someone over him, or someone who handles complaints, and he said theyd tell me the same thing, that theres nothing they can do either. I just kept asking to talk to someone else, and he finally put me on hold, then came back and said his supervisor wasnt available but hed give him my information and have him call me.
I never got a call back from anyone at Shellpoint. I just dont understand why they wouldnt talk to me about the loan after they received her death certificate since it shows the borrower is deceased, she wasnt married, and I was her only child. They had both documents since XX/XX/XXXX, but still wouldnt give me any information about the loan when I called that same day. I started calling and sending the proper documents as soon as I saw the foreclosure notice, and was naive to think Id be given the same opportunity to keep the house as the primary borrower. There are supposed to be protections for successors in interest who have inherited property after the death of a family member, to prevent unnecessary foreclosures, but I dont feel like I was given that protection.
My mom left me her house so Id always have a home, and Ill probably never have another chance to own my own home again. Theres only about {$44000.00} left on the loan, which wouldnt take that long to pay off. My son and I will be homeless, we have literally nowhere else to go, if were evicted from here. All my family is deceased now, and this house was all that was left to me.
I just wanted the same opportunities other homeowners get when they fall behind on payments, so I could get back on track after my mothers death without worrying about losing my home. I sent everything that was required to prove I inherited the property, but wasnt ever given a chance to keep the house.
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| 02/09/2018 |
Yes |
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- Trouble during payment process
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Web |
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See my most recent email to the loan servicer. I do not recall all of the dates that I have contacted the loan servicer, but I began calling them in XX/XX/XXXX, and have called them XXXX times, at times spending XXXX minutes on the phone with them. Most recently I have worked with a supervisor named XXXX XXXX, whom I began speaking with on XX/XX/XXXX, and he said I should hear back from him in XXXX weeks. I called him again XX/XX/XXXX to check on the status after XXXX week of not hearing back from him. They could not get him for me, so I left a message on his voicemail on XX/XX/XXXX requesting a call back asap. XXXX hours later, I did not receive a call back, so I called again today ( XX/XX/XXXX ). They could not get ahold of him yet again, and suggested I email them instead. I've sent the following email, which details my issue.
To Whom It May Concern, I need some assistance rectifying discrepancies on my escrow account for my mortgage. I called into your customer service number over XXXX weeks ago, and I still have not received any legitimate assistance. I received an updated escrow analysis, which shows that my mortgage payment will be increasing from $ XXXX to $ XXXX, due to a deficit in the escrow account, which is currently - {$3500.00}. This is a MAJOR increase, and it seems to be misguided. Ive called your customer service department XXXX times over the last XXXX weeks, however I have yet to get any resolution. I now face a $ XXXX increase in my mortgage payment that I have been trying to rectify before being billed for, however the increased bill has already begun as this has been dragged out. Each time I ask for someone to call me back on the status, Im told I can expect a call in 7-10 business days, at which time no call is received, I call again, and am told it will be another 7-10 business days. I NEED AN ANSWER ON THIS ISSUE NOW.
Upon reviewing my account activity, I see that my account was in good standing until the activity that occurred XX/XX/XXXX-XX/XX/XXXX. Youll see that a payment was made to the city in the amount of {$5800.00}, then shows a refund received of {$4400.00}, but then this was paid out again. This made the balance negative, and this is what clued me into a problem here. I am aware that my taxes were increased as of XX/XX/XXXX when I moved out of this home and lost my owner occupied tax exemption. This escalated the taxes from $ XXXX to $ XXXX, therefore I expect there to be somewhat of a deficit. Upon further research, Ive found that the payments in your system do not match up with what payments the city received.
Ive reached out to my city and received a record of all payments and balances over the last few years ( see attached ). Ive highlighted the payments made for XX/XX/XXXX tax year, as this is where the problem lies. Outlined in the large red box in this document on Page 3. Per this record, they received the following payments ( outlined in Green ) : - XX/XX/XXXX - XXXX XXXX - {$940.00} - XX/XX/XXXX - - $ XXXX XXXX **of which includes a {$380.00} interest charge because you were late making the payments!!!!! ) TOTAL PAYMENTS MADE TOWARD XX/XX/XXXX TAXES ( PER CITY ) - {$6800.00} Per the account activity on your website for my account, you list the following payments made to the city : - XX/XX/XXXX - XXXX Qtr - {$940.00} - XX/XX/XXXX - XXXX Qtr - {$940.00} *** NOT REFLECTED IN THE XXXX RECORDS - XX/XX/XXXX - XXXX Qtr - {$5800.00} - XX/XX/XXXX - - - - - - - + {$4400.00} tax refund report - XX/XX/XXXX - - - - - - - ( - ) {$4400.00} tax refund report TOTAL PAYMENTS MADE TOWARD XX/XX/XXXX TAXES ( PER YOUR RECORDS ) - {$7700.00} These are the questions I have regarding this : 1. What is this tax refund report showing +/- {$4400.00}??? As it is not reflected anywhere in the city records?
2. How/why was a tax payment missed/delinquent, resulting in {$380.00} in interest charges? As my loan servicer, isnt it your job to make all tax payments on-time? Why am I paying for this interest charge that was incurred due to your mismanagement of my tax payments? How can I receive a refund for this?
3. What is this extra payment made on XX/XX/XXXX per your records, that is not reflected on the citys records? Where did that money go?
4. I do not have the escrow projection for XX/XX/XXXX in front of me, but I recall that you estimated my tax payments for the upcoming 4 quarters to be {$1600.00}, XXXX {$1800.00}, XXXX {$1800.00}, {$1600.00}. Where did you get this ~ {$1800.00} figure from for XXXX of the quarters? Upon reviewing my taxes with the city, the current projections is that it will remain at $ XXXX, or $ XXXX. I do not want to pay you a dime more than I need to into this escrow ( given the risk that it will me mismanaged ). Please correct this down to {$1600.00} for all quarters on the projection.
5. As I see it, there will likely still be a deficit ( given that you took this long to adjust the escrow balance despite the taxes having clearly gone up ), but this should be offset by refund of the {$380.00} in interest charges and {$940.00} in extra payments that from XX/XX/XXXX, for a total of {$1300.00}.
6. As I see it, my current mortgage payment should be {$2100.00} {$1000.00} Principle {$400.00} Interest {$65.00} FHA MI {$110.00} Homeowners Insurance {$530.00} Taxes ( XXXX = $ XXXX ) If there is a deficit, Id like to know exactly how much, and would like to settle it. This way I can keep my mortgage payments stable and predictable. After all, isnt that the purpose of a loan servicer - someone that is responsible to service the loan accurately to help the customer have predictable and affordable payments?
7. Why did it take you so long to adjust my escrow when the taxes had clearly gone up?? What good have you done for me as my loan servicer, besides miss payments, incur interest charges, misrepresent my payments, and screw up my escrow balance? I would like to get out of this escrow situation and manage my loan and payments myself. If this is not possible ( due to FHA requirements ), who can I speak with about getting a more competent loan servicer? This is a major problem if a servicer like this is required to service FHA mortgages. Most people with FHA mortgages likely would not have identified the many problems here, and instead defaulted on their loan when the payments suddenly increased by 40 %! Then, upon calling countless times, I was never able to get a straight answer. Today I called yet again ( after leaving a message for a supervisor 24 hours ago and not receiving a call back ), and was told that I should email you, as you may be more responsive to written communication. I cant believe it took me XXXX weeks to find this out. This is so inappropriate and I am appalled that it has taken me XXXX weeks of my hard work to get to the bottom of this, with no assistance from your company.
Sincerely Concerned,
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| 03/15/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I started the loss mitigation process in XXXX of XXXX with Shellpoint Mortgage Service. After the death of my mother in law. My spouse is not on my deed because we have a civil union, XXXX marriage had not been approved yet. My spouse was paying my mortgage until her mother passed and we spent our savings on the funeral. I expressed all this information to a rep via the call center and was told to send in the loss mitigation packet. At this point I was only three months behind. I sent in the packet of documentation a total of three times. My first few point of contacts had nothing to do with FHA or government loans so my documentation sat until the dates were no longer any good. To name a few Point of contacts I have had started on XX/XX/XXXX with XXXX XXXX, I contacted her via email to let her know to only contact me through email because I had no phone at the time. That is when I got an email on XX/XX/XXXX telling me that my point of contact was XXXX XXXX XXXX. During this time I got a letter in the mail telling me my point of contact was another person ( XXXX ) so I began to email this person to find out the status of what to do next in the loss mitigation process and to make this point of contact aware of the fact that I had NO PHONE. I attempted for a month or so to contact the new person from the letter, I kept getting back an automated response telling me that email did not belong to anyone in the company on XX/XX/XXXX. So I reached back out to XXXX to verify if I had the correct email. I got an email from XXXX stating it was correct and the person has made several attempts to call me, ( after clearly stating I had NO PHONE ) but to communicate with her ( XXXX ), she would assist me from that point on. At this time I was trying to find out what options were available to avoid the foreclosure or sale of my home. I told her I was looking into bankruptcy because my business was not doing well at the time so other expenses were behind also. Well unfortunately for me the bankruptcy attorney wanted more to get started than what I owed to Shellpoint. As I stated to the lawyer if I had {$4500.00} I would pay up my mortgage not send it to them. It made no sense, so I reached back out to Shellpoint with the status of the bankruptcy lawyer. So by this time I was given another point of contact XXXX XXXX, he then requested another packet in XXXX of XXXX. During the month of XXXX I got in all the documentation for the packet he requested. From XX/XX/XXXX to XX/XX/XXXX he is requesting various documents and information and I am sending them in via the online portal and the loss mitigation email to be sure everything is there as requested. During this time I am given another point of contact XXXX XXXX. She begins to go through my documents and verifies that none of my point of contacts had anything to do with FHA or government loans. She apologize and gave me another point of contact. At this time I requested the statement of the total due so I could just sale my house. I never received this request of the loan pay off. After not being able to reach Ms. XXXX for a month I finally got a rep on the line who gave me the current point of contact XXXX XXXX, who works with FHA loans. After finally getting contact with the correct person in XX/XX/XXXX I was told to send in another packet of documentation for loan modification. By this time I received a sale date of XX/XX/XXXX. The week prior to my sale date XX/XX/XXXX the FHA point of contact had me send in one more packet of documentation. I was told to have everything back in No later than Monday XX/XX/XXXX. Which I did. I sent in one last document via email to a supervisor XXXX XXXX who confirmed my packet was complete on XX/XX/XXXX, the dates on my PL statement had to be corrected and sent back in and once received my packet would be sent to the escalation underwriting team for review. I did not get off the line until the PL statement was sent in. I called a few hours later that evening to verify everything was there and correct. On XX/XX/XXXX I called 11 times ( with phone records to verify the number of times I called ) from XXXX to XXXX when someone actually answered the phones because for the first hour the phone just rang then hung up each time it was answered.
I am on Eastern Standard Time. At that time around XXXX I was told everything was there and correct, that is when I was told my house would be off the auction list ( placed ON HOLD ) for the sale time of XXXX that same day and someone would be contacting me in 3 days with the status of the loss mitigation decision. Today XX/XX/XXXX I received a notice to vacate in TEN DAYS from an attorney. After speaking with the rep at Shellpoint today I was told the auction was not put on hold ( because Loss Mitigation did not receive my packet until XX/XX/XXXX ) and the sale was done in spite ( AT NO FAULT OF MY OWN ) of what I was told by the rep at Shellpoint MS . When I spoke to the rep on XX/XX/XXXX that morning nothing was mentioned to me about the sale being stopped only if underwriting stopped the sale. I was ASSURED the auction of my home was ON HOLD, my packet was received and completed, and the next step was the decision from loss mitigation, which I would receive in 3 DAYS. Im still waiting to hear from loss mitigation. Several errors have occurred and Im now being told this is a legal matter between Shellpoint and myself. I was told to contact an attorney by the FHA HUD Center. All of this could have been avoided. I had a realtor ready to purchase the home but I was waiting to hear from Shellpoint and never got a callback, so nothing would go against my credit or impact me in a negative way. Shellpoint did not give any accurate information. Now I have to vacate in TEN DAYS. The events that led up to the foreclosure were completely underhanded and deceitful.
Notice of Errors : The errors regarding Shellpoints failure to provide accurate information about loss mitigation options, foreclosure, or transfer of the servicing of my loanDual tracking- Shellpoint pursued a foreclosure while simultaneously evaluating me for a modification.
Improperly conducted the foreclosure sale of my home after being told by Shellpoint that my home was removed ( place ON HOLD ) from the auction list for XX/XX/XXXX at XXXX to avoid the sale time of XXXX.
I have not been contacted by Shellpoint with any decisions regarding the loss mitigation.
Escrow Fees : I have been notified by XXXX XXXX XXXX XXXX that your company failed to pay the following expenses from my escrow account : o Other charges : {$190.00} Payoff Errors : Your company failed to provide an accurate mortgage payoff balance that I requested in XXXX of XXXX.
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| 09/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was transferred from XXXX mortgage servicing to Shellpoint Mortgage Servicing around XX/XX/2020. Prior to my loan being with XXXX, my loan was with XXXX XXXX XXXX.
When Shellpoint Mortgage servicing took over my loan they changed the way my overage payments were being applied. When I say overage payments, I am referring to any amount I pay over my monthly mortgage payment. Previously, all of my overage payments would go into a suspense account where they would be held until they equaled one mortgage payment.
Unknown to me, Shellpoint was routing all of my overage payments to the fees on the loan. The fees on the loan are usually held at the back of the loan and overage payments typically do not go to them. They are resolved when the loan is paid for. Also, fees typically go to the profit line of the mortgage servicer. So Shellpoint has a financial incentive to route all of my extra payments to the back of the loan as it pads their profit.
I requested that Shellpoint apply my overage payments like XXXX and XXXX had applied my payments which was to suspense. I even called both companies and they could not understand why Shellpoint was applying my extra payments immediately to fees. Both XXXX and XXXX confirmed to me that they did not apply my payments like that.
Now this is where the lying and devious behavior starts from Shellpoint.
I filed several complaints through the TN Attorney Generals office. The complaints went to Compliance at Shellpoint.
It has been very difficult to get a firm answer from Shellpoint on the payment issue. Their compliance agent, Like an attorney, has equivocated and has repeatedly refused to directly answer the question.
This is very difficult to explain but I will try.
Shellpoint insisted that the payments from XXXX mortgage and XXXX were applied to fees.
Shellpoint was devious and misleading in their response. The overage payments held in suspense WERE applied to fees by the previous mortgage servicers WHEN THE ACCOUNT WAS TRANSFERRED.
During the years my account was with ocwen all of my overage payments went to suspense.
Same for XXXX servicing.
So the Shellpoint Compliance agent intentionally conflated the issue.
I was not referring to any payments in suspense when the loans were transferred or modified. Shellpoint knew this.
I requested that Shellpoint apply my extra payments to suspense. Or to principle. I dont care which.
The Shellpoint escalation agent on the phone stated to me that they would put a 'critical warning note'on the file and he said even if the payment went to fees all I had to do was call in and notify Shellpoint of this and they would reverse the payment back to principle or suspense.
When the Shellpoint agent responded to my request where I asked that they put this in writing, as the state of Tennessee only honors what's in writing, the agent refused and the agent said two different things at two different times.
The agent stated i could request that the fees be reversed but the agent never gave any confirmation that Shellpoint would honor my request. It's a very simple thing. Say that you will honor my request. The agent refused.
The agent then stated that they would apply the payment in line with my original loan documentation and would only apply extra payments to the principle or suspense if I sent in the payment coupon.
I have for years now made my payments via moneygram wire transfer or XXXX wire transfer. Shellpoint offers electronic payments as a payment option. So I cant send a payment coupon when making my payments via wire transfer. Shellpoint knows this too.
Shellpoint is intentionally making it difficult for my extra payments to apply to principle or suspense by demanding payment coupons when they are well aware homeowners can not send a payment coupon when they make their payments electronically.
So I'm back at square one. I want Shellpoint to say they will honor the critical warning note on the account, which their agents have stated twice over the phone to me, both their compliance agent and the escalation agent, that they would honor - however, when it comes to written correspondence shellpoint equivocates and will not confirm my interpretation of the critical warning note iscorrect. They wont even confirm the interpretation of this note and what it means as explained to me by their len escalation agent is correct as well. This leaves me, the homeowner, not knowing what to believe.
Shellpoint uses wording like 'the homeowner CAN REQUEST for the payments to be reversed but it never states that they will COMPLY.
Shellpoint then reiterates they will apply the payments per the original loan documents but Shellpoint fails to understand that if my payments were being applied differently all those years that constitutes a CHANGE TO MY LOAN TERMS and they are not allowed to suddenly REVERSE THAT CHANGE by going back to original loan documents.
Shellpoint then decides to simply be devious and claim ignorance of how my payments were previously applied by the previous servicers by falsely saying " oh the payments went to fees '' and not clarifying this was only when the loan was either modified or transferred and not when the loan was being regularly serviced.
I can not use a payment coupon as I make my payments electronically through moneygram and now moneygram does not even use a form. My information is in their system and the agent takes the payment and pulls up the account and enters nothing in there.
So this is why Shellpoint agreeing to honor the critical warning note on the account is vital. Why tell homeowners that note will be put on the account as directive to how to apply payments as their agents have told me then walk it back in written correspondence and say 'oh it's just informational only ' which is downplaying the importance of that note.
It's wrong for Shellpoint to act so deceptive with me and to tell me one thing over the phone and put a different thing in writing. Shellpoint is not dealing with me in good faith. Shellpoint is actually a bad actor and is putting their profit margin before doing what's right for the homeowner. I consider what Shellpoint is doing to be abuse. because they are constantly misleading me and telling me different things. All I want is for them to agree that they will apply my overage payments to principle or suspense and by shellpoiny steadfastly refusing to admit to this in writing ( although they readily admit to it on the phone ) it leaves me frustrated and confused and feeling taken advantage of.
I will post this complaint online and I will now post all of their responses online as well. the way they are treating me needs to stop.
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| 10/31/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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1. On XX/XX/XXXX, my former husband applied for a refinance loan on the property. I never signed for the refinance loan and was not in agreement. When the loan was processed, I was told that the VA required that I sign the security note even though I was not on the loan because I was on the deed. I have since been told by the VA that this was not the case.
2. In the XXXX week of XX/XX/XXXX, he announced that he was leaving and would no longer pay the mortgage.
3. On XX/XX/XXXX, he agreed and filed borrower assistance to begin loss mitigation.
4. In XX/XX/XXXX, my former husband filed for bankruptcy 5. On XX/XX/XXXX, the mortgage company filed for relief from bankruptcy and named me as a co-debtor.
6. In XXXX, I contacted the attorney 's on the notice to get information on why I was named as a co-debtor when my name was not on the loan note.
7. I was told they could not speak with me due to the bankruptcy. I then contacted the mortgage company, who informed me that they could not speak with me because I was not on the loan.
8. On XX/XX/XXXX, I obtained authorization from my former husband to speak to the mortgage company. I inquired regarding my options since I continued to occupy the home. I was told that since my former husband was still on the deed and had filed for bankruptcy, which was pending, nothing could be done independently by me.
9. On XX/XX/XXXX, the bankruptcy application was approved.
8. In XXXX, I began calling the mortgage company to see what I needed to do to ensure that the debt was not assigned to me since I had not signed the note. On XX/XX/XXXX, I received in writing a response to my inquiries from the mortgage company.
9. XXXX, I contacted the VA to inquire about my rights and obligations. I was told that the loan would be assumed, that it would not go on my credit report, and I would not be liable for the loan. They also informed me that it was not necessary that I sign the Security note for them and that I had been misled.
10. I then contacted the mortgage company again, who informed me that there was nothing I could do because our matters had not been settled. My former husband was considered to be the owner of the loan.
11. On XX/XX/XXXX, the divorce was finalized, but all ancillary matters had not been decided. A future hearing date was eventually set for XX/XX/XXXX.
12. On XX/XX/XXXX, I received a notice that the company intended to accelerate the foreclosure process. Again, I contacted the company to clarify my options since the ancillary matters had not been settled. I was told that I could request a COVID forbearance until we could go to court in XXXX.
13. On XX/XX/XXXX, I contacted the mortgage company to inform them that the hearing was carried over and there was no new date. I then began the process of requesting a modification.
14. Throughout XXXX, I had ongoing conversations with the mortgage company and a XXXX XXXX.
15. On XX/XX/XXXX, a loss mitigation application was submitted by my Counselor from the XXXX agency.
16. I continued my conversation with the mortgage company, who informed me that I needed to submit the deed and a final alimony order, all of which were still pending. They informed me that I could request additional forbearance time while the matter was still in court.
17. On XX/XX/XXXX, my divorce attorney successfully obtained the deed through a Quit Claim.
18. I contacted the mortgage company again, who informed me that they still needed the court 's final order for the property division to proceed.
19. On XX/XX/XXXX, the final hearing regarding the property division was held. I was told that the Judge would issue a decision within 90 days.
20. I contacted the mortgage company again to inform them that the property division was over, but I did not have a decision yet. I updated my bank statements to reflect the most recent 90-days.
21. I maintained constant contact with the mortgage company throughout the process.
22. In XX/XX/XXXX, I reached out to the mortgage company to request an extension of the forbearance since I was still waiting for a decision. The forbearance was set to expire in XX/XX/XXXX. I was told that I had to submit a request in writing and that the POC for the loan would contact me.
23. I never received a call. When I called the company later that month, I was told that they could not talk to me because the loan was in bankruptcy and the only thing that I could do was contact my former husband 's attorney to request that he sign a form that allowed them to speak to me. I informed them that this had been done in XXXX, and I had to pay an attorney {$1100.00} in bankruptcy court to secure the permission. They told me they had no record and could not speak to me. I, therefore, had no way of requesting additional time while waiting for the court.
24. I remained persistent, and in XX/XX/XXXX, once I saw how much interest rates were rising, called again and asked to speak with the account POC. I was told this time that I was entitled only to receive what the payoff for the loan was. I was also told that I was entitled to counseling, and an appointment was set for the following Tuesday. No one ever called me during the time that was set up. When I contacted the company to see what happened, I was told they could not speak to me because the property was in bankruptcy.
25. XX/XX/XXXX, I received a reinstatement letter with the loan amount due. When I tried to contact the company again to inquire regarding the extensive fees, I was told that the loan was in bankruptcy and they could not speak to me.
26. XX/XX/XXXX, the court issued the final disposition order which included alimony and the property division. My former husband was awarded half of the equity value at the time of the divorce which was offset by back alimony.
27. I contacted the mortgage company shortly thereafter to express that I wanted to resume the loss-mitigation process.
28. Following the hearing my former husband filed a reargument, which left the matter still pending.
29. I then contacted my HUD counselor to see what could be done.
30. On XX/XX/XXXX, I received a notice from a collection agency that informed me that I was being sued for the total amount due on the loan.
31. I contacted my XXXX counselor who informed me that I could submit my complaint here.
At no point did the mortgage company inform me of any rights as the holder of the deed. They offered counseling once, but then cancelled the appointment without explanation. Despite allowing me to begin the loss mitigation process, I never received consistent information regarding the status of my application. No decision on my application was ever provided to me.
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| 03/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Subject : Discrepancies to Escrow Account Statements and Monthly Payment Statement.
On XXXX XX/XX/XXXX, a telephone conversation with Shellpoint Servicing Customer Service agent, was conducted, pertaining to the incorrect Hazard Insurance Premium rate and monthly escrow payments to Shellpoint Mortgage Servicing Annual Escrow Account Statement ( Re-Analysis ) dated XXXX XX/XX/XXXX.
The escrow account statement dated XXXX XXXX show the Annual Hazard Insurance Premium rate at {$1400.00} and monthly escrow payment at {$120.00}. After reviewing the escrow account statement. The homeowner contacted the insurance company ( XXXX ) and informed the insurance that the annual hazard insurance premium was very high, which XXXX XXXX made an adjustment to lower the homeowners hazard insurance premium to {$1200.00}. The new premium rate was immediately forwarded to Shellpoint Mortgage Servicing via email on XXXX XX/XX/XXXX.
On XXXX XX/XX/XXXX, a follow-up telephone conversation with a customer service agent for Shellpoint Mortgage was made and a discussion pertaining to the incorrect amounts on the Annual Escrow Account Statement dated XXXX XX/XX/XXXX are incorrect and request for corrections to escrow account statement. The customer service agent was informed by the homeowner that the hazard insurance premium should be {$1200.00} and the monthly escrow payment should be {$100.00}. The customer service agent stated to the homeowner that a statement/comments will be added to the account and a customer service complaint was submitted and forwarded by the customer service agent to the escrow department and billing department to make the new amount charges immediately.
On XXXX XX/XX/XXXX, another follow-up telephone conversation with a customer service agent for Shellpoint Mortgage was made and a discussion pertaining to the errors on the Annual Escrow Account Statement dated XXXX XX/XX/XXXX. The customer service agent stated that the Hazard Insurance Premium rate at {$1400.00} and monthly escrow payment at {$120.00} and a shortage payment of {$240.00} is due on XXXX XX/XX/XXXX. The homeowner response to the customer service agent that the information is incorrect and should be hazard insurance premium should be {$1200.00} and the monthly escrow payment should be {$100.00}.
On XXXX XX/XX/XXXX, a Letter of Complaint was forwarded to Shellpoint Mortgage Servicing pertaining to the incorrect escrow statement dated XXXX XX/XX/XXXX and other issued with homeowners mortgage account which Shellpoint Mortgage servicing did not resolved from the first Consumer Financial Protection Bureau ( CFPB # : XXXX ). The letter dated XXXX XX/XX/XXXX reads as follows : This letter is in response to the Consumer Financial Protection Bureau complaint and Shellpoint Mortgage Servicing Letter dated XXXX XX/XX/XXXX.
I am writing because : A review of the Annual Escrow Account Disclosure Statement dated XXXX XX/XX/XXXX still shows the following errors : Error-1 : The month of XX/XX/XXXX, additional amount of {$16.00} was not added to the escrow account. The amount in questions was place as Unapplied Partial Payment. This was to be added to the escrow account as instructed per the payment stub for XX/XX/XXXX.
Error-2 : Escrow Statement still shows XXXX tax payment of {$1.00} still on escrow statement. As per Shellpoint Mortgage letter dated XXXX XX/XX/XXXX, confirmed the correct amount should reflected {$0.00}.
Error-3 : The XXXX hazard insurance premium shows amount of {$1400.00} was incorrect. As of XXXX XX/XX/XXXX, the new XXXX Hazard Insurance premium is {$1200.00}. A correction notice from XXXX dated XXXX XX/XX/XXXX was forwarded to Shellpoint Mortgage Servicing via email. The escrow statement as of XXXX XX/XX/XXXX is now incorrect.
On XXXX XX/XX/XXXX, another follow-up telephone conversation with a customer service agent for Shellpoint Mortgage was made and a discussion pertaining to the errors on the Annual Escrow Account Statement dated XXXX XX/XX/XXXX. The customer service agent stated that the Hazard Insurance Premium rate at {$1400.00} and monthly escrow payment at {$120.00} and a shortage payment of {$240.00} is due on 1 XX/XX/XXXX. The homeowner response to the customer service agent that the information is incorrect and should be hazard insurance premium should be {$1200.00} and the monthly escrow payment should be {$100.00}.
The homeowner also questioned why the payment history data shows that Hazard Insurance to read as : {$1200.00} and why the mortgage payment XX/XX/XXXX is still XXXX and escrow account still show {$120.00} and why the homeowner still must pay {$240.00} shortage payment for the escrow account. The home owner reply to the customer service agent that Shellpoint Mortgage use still using the wrong hazard insurance premium of {$1400.00}, which the escrow account is still wrong. The correct hazard insurance premium is {$1200.00}, which Shellpoint Mortgage has posted to the homeowners payment history information. The homeowner requested that Shellpoint Mortgage need to make the correction the homeowners mortgage account and the new total payment for XX/XX/XXXX should reads as : ( a ) Hazard Insurance to read as : {$1200.00} ( b ) New monthly escrow payment should be : {$100.00} ( c ) Borough tax should be : {$0.00} for all tax quarterly payment periods.
( d ) Monthly payment for XXXX XX/XX/XXXX in the amount of {$1700.00}, which includes ( Principal, Interest and Escrow ).
( e ) Never received a corrected copy of the Annual Escrow Account Statement dtd XX/XX/XXXX.
The list of documents is attached this letter of complaint are : a ) Shellpoint Mortgage Servicing Letter dtd XX/XX/XXXX b ) Shellpoint Mortgage Servicing Annual Escrow Account Statement dtd XX/XX/XXXX c ) XXXX Homeowners Hazard Insurance Premium Notice XX/XX/XXXX d ) Copy of XXXX Mortgage Statement dtd XX/XX/XXXX In closing, this customer is very disappointed will Shellpoint Mortgage Servicing, how this company handles complaints and concerns when it comes to a customers account. The homeowner is also very disappointed with the customer service telephone system. On XXXX XX/XX/XXXX, the homeowner had to make three ( 3 ) telephone calls and had a waiting/hold time of 30 to 40 minutes on each call to their XXXX. This is a very poor way how this mortgage servicing company answer their telephone and service their customers.
This is the homeowners 3rd complaint pertaining to the escrow statement, which is still wrong and having issue the total monthly mortgage amount. Shellpoint Mortgage Servicing needs to do the right thing my correcting the homeowners account ( s ) to show the correct information as stated in this complaint.
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| 12/14/2023 |
Yes |
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- Closing on a mortgage
- Delays with the closing process
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Web |
Servicemember |
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Shellpoint Mortgage Servicing on behalf of NewRez has not provided clear guidance and direction for the sale of our property via the XXXX XXXX XXXX XXXX XXXX XXXX assumption program. Due to the severe compartmentalization of their organization, receiving clear guidance and direction has been very illusive.
Since my original CFPB complaint dated XXXX with reference # XXXX, the loan servicer has responded. In accordance with their response, we attempted to get clarification from XXXX XXXX, NewRez Compliance with little success. Specifically and quoted from the response : " After further review of the assumption received XXXX XXXX XXXX the following items are still needed : - IRS Form W-9 - Seller 's Certificate of Eligibility - XXXX - XXXX '' XXXX concerns that must be addressed and clarified : - It is believed that they have a mislabeled the required party for submission of the VA Certificate of Eligibility ( COE ) . The " Seller 's COE '' was part of the initial loan when the property was purchased and exists today as the guarantee of the loan serviced by NewRez. It is believed that the respondent meant to list " Buyer 's COE '' as a condition and required document, but continued efforts to get this corrected have not been addressed. This is resulting in serious confusion for all parties.
- XXXX is not a document number in the VA system XXXX I assume the respondent labeled this in error and meant to list XXXX. Continued efforts to get this corrected have not been addressed.
In accordance with the VA lenders handbook and VA lender guidelines, NewRez continues to send conflicting guidance and guidance that is in conflict with the CFPB response annotated above. Specifically, XXXX XXXX listed on her response, " If you are unable to bring the loan current with sale proceeds and would like to be review [ XXXX ] for an assumption with a loan modification, please contact our XXXX XXXX Department at ( XXXX ) XXXX for additional assistance. '' Mutliple concerns come from this statement and highlight a disjointed position by the leadership and management of Shellpoint/NewRez : - We can and will bring the loan current with sale proceeds. The current estimate of total proceeds at settlement is {$160000.00}. Covering forbearance and delinquent payments with nearly {$95000.00} remaining. The VA has accounted for this via a XX/XX/2023 circular relating to assumptions [ see attached ]. The loss mitigation single point of contact ( SPOC ), XXXX XXXX, has made it clear that we CAN NOT do a modification to an assumption. She further states that all necessary documents must be submitted for the assumption but can not ensure other departments of the servicer will allow for an assumption to continue given the status of the loan. All of these statements seem to ultimately conflict with VA guidance. 1. We can not modify and assume -- which prevents us from recovering from a COVID forbearance, and 2. We can not NOT modify because a loan in a delinquent status might and possibly likely be denied by the other departments of the lender. What options exist for me to recover from tragic life events and sell my home if the lender is unwilling to commit to the guidelines outlined by the VA and designed to protect military veterans like my wife and me?
XXXX NewRez has stated that the loan has no investor-specific exclusions in conflict with the VA lender guidelines , the only assumption I am left to make is that the lender is choosing to not support our efforts to sell our property and pay the servicer in full for any delinquent payments. A complaint has been filed with the VA as well as a complaint with the Inspector General of the VA, in order to seek mutually beneficial outcomes for all parties.
- The servicer does not list the necessity of the buyer to submit a Loan Application, HUD/VA addendum in their requests for document, according to the previous respondent. In consultation with the servicer, they have made it clear that the buyer has not and must submit this application. This conflicting guidance and references continue to aggregate and stall the selling of our property to willing buyers. The buyer was made aware of the necessary documents on or around XXXX 2023, their inability to perform is noted, but the lender 's inability to clearly articulate to the buyer all necessary forms continues to contribute to a total breakdown in communication.
The position we are in with regards to the selling of our property is largely due to the poor and disjointed communication of the lender to all parties. My representatives are stating a possible path forward, the interested buyers are communication with XXXX XXXX ( loan XXXX ) and receiving contradictory information. After a confirmation call with XXXX XXXX, it is clear that the information he is providing the buyers is in direct conflict with the information provided by the initial respondent as well as my SPOC.
The servicer appears to have made this assumption process difficult to navigate and a labyrinth of miscommunications. At this point, clear communication in necessary to ensure we can sell our home.
1. In accordance with VA Pamphlet 26-7 Lenders Handbook, Chapter 5, Topic 7, subsection F, " The loan must be current or will be brought current at the closing of the sales transaction. '' Will Shellpoint/NewRez adhere to VA guidelines and allow this assumption to process and continue to settlement, with the delinquency being resolved and loan restored to current with sales proceeds? ( this clause is regardless of buyer 's specific performance and/or ability to qualify ).
XXXX. If all parties submit all necessary documents, will NewRez assign an assumption manager to clear up communication shortfalls in the process -- as annotated on their assumptions information document?
3. Why did Shellpoint/NewRez fail to notify me or the buyers on the documentation shortfalls when the initial request was submitted on XXXX We have yet to receive any clear communication from the " Assumptions Department '' of NewRez on a path forward.
XXXX. Due to the extended nature of this process, if all parties were to submit necessary documents, will NewRez expedite the process of assumption in order to prevent further deliquency?
I have submitted congressional requests for support from XXXX XXXX ( XXXX ) and Congressman Steny XXXX XXXX XXXX ) XXXX I have also retained the support of two law firms to navigate this process, as my financial future depends on more clear and deliberate action to achieve resolution. Lastly, I have submitted a formal complaint via the VA to seek advocacy and reinforcement of the lending standards all VA lenders are required to adhere to.
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| 11/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To Whom It May Concern : In recent months we have been in communication with our Representative at Shellpoint Mortgage, XXXX ( XXXX ) XXXX, as well as a XXXX XXXX and XXXX ( do not have surname ), in regards to our mortgage being sold to Shellpoint from XXXX XXXX XXXX ( which by the way, was sold to XXXX by XXXX XXXX in XX/XX/XXXX ). Needless to say, it has been a disaster, and all downhill ever since our mortgage moved to Shellpoint. Mr. XXXX recommended that we reach out to Shellpoint 's " Escalations Department '', but nothing has been resolved and no door to communication has been opened between us to date. They are to send me a letter in the coming days according to Mr. XXXX ( whom I spoke with again today - XX/XX/XXXX ; by the way, he repeated the same reasons, excuses and apologies that you will see listed below, but no help whatsoever ). Here is the situation in a nutshell - On XX/XX/XXXX and XX/XX/XXXX our home was impacted by Hurricane Irma, and we sustained thousands of dollars in damage to our home. Due to this fact, XXXX offered us a grace period to not make payments, while avoiding late fees, penalties and interest, so that we could focus on repairs, check into insurance, etc. We were to resume our regular payment schedule during a " trial '' period XXXX, XXXX and XX/XX/XXXX and then be re-evaluated. We have records of payments on the following dates : XXXX ( XXXX agreed payment ) XXXX XX/XX/XXXX-SHELL WEB PMTS {$1100.00} XXXX ( XXXX agreed payment ) XXXX XX/XX/XXXX-SHELL WEB PMTS {$1100.00} XXXX ( Should've been XXXX Payment ; please see explanations below ) XXXX XX/XX/XXXX-SHELL ACH PMT {$1200.00} XXXX ( First trial/modification payment to XXXX before given to Shellpoint ) XXXX XXXX : XXXX XXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX MORTGAGE PYMT - XX/XX/XXXX {$1200.00} Below is a general timeline of what took place when following through on our XX/XX/XXXX agreement with XXXX XXXX XX/XX/XXXX : XX/XX/XXXX - made first payment to XXXX XX/XX/XXXX - made multiple calls to Shellpoint to arrange 2nd payment, only to be told " we are unable to take a payment at this time since we have not received all necessary paperwork from XXXX. Many are experiencing the same thing. Thank you for your patience. Please call back and try again in coming days. '' Again, we attempted multiple times in XXXX ( they should have record of all these calls ) XX/XX/XXXX - Same reply as XXXX, however, told by XXXX XXXX that if we want to make a payment he would take it, but still no paperwork and sorry for delay. We felt uncomfortable making the XXXX or XXXX payments due to the lack of organization between XXXX and Shellpoint, therefore held off a bit longer, only to begin receiving certified letters telling us that we are facing foreclosure. Also, at this time it was advised by XXXX XXXX that we move to a new program that would go to 40 years with a payment around {$1100.00}, but Mr. XXXX ADVISED AGAINST US DOING SO, " because it was not a good offer compared to what we have ; it would add 10 years, so just hang in there '', therefore we declined ... but paperwork remained as if we had accepted! So, then BOTH opportunities had passed by this time due to poor, or lack of any, communication ... At this point we truly felt that we were floating at sea sharing one plank of wood between the two of us ( me and my wife ). XX/XX/XXXX - After speaking with XXXX XXXX we chose to make the XXXX payment, I believe this was XX/XX/XXXX in the amount of {$1200.00} so as to avoid any lingering threats by mail. At this point all paperwork still not fully transferred and we are told that " many XXXX clients have had the same issue and we are sorry for all '', etc. Same thing we've heard each time contacting someone. [ Note - XXXX XXXX was extremely helpful, and really tried to remedy all in XXXX/XXXX, but XXXX is ALWAYS difficult to reach and offered no true assistance, just excuses and apologies ). In the meantime, more threatening certified letters arrive about foreclosure, but we are assured by every person we contact at Shellpoint that " these letters are automated and not to be concerned '' ; but because the letters needed to be picked up at the US Post Office and signed for, this caused a huge amount of anxiety and unnecessary stress for me and my wife. XX/XX/XXXX - Spoke with XXXX and XXXX again, this time to find out that there is no record of an XXXX payment!! Even though we have record in our bank account ( I can provide this information ) and it was XXXX XXXX himself that took the payment! In addition, we've discovered that our credit report at this point begins to show 150+ days past due on our most important payment ... our mortgage!! This has absolutely destroyed our credit! This has also made it impossible to refinance and start fresh ; we have had cards cancelled by creditors and are now struggling to keep up with all. So, the same person that initially advised against us going with the 40-year plan, and the same person that took our payment then could not find record or remember ( XXXX " XXXX '' XXXX ) is recommending at this point that we begin this new program of 40 years, etc. in XXXX to keep the home from going into foreclosure. So, this is what we felt forced to sign up for ; no issue on our end, just very bad business on their end! But we pay the price! Our credit, our reputation, our mental and emotional turmoil, etc. Certainly, it's our belief, that anyone would have been uneasy to make additional payments at this point ; so XXXX was not paid so that we could begin fresh, with the new plan for XXXX - XX/XX/XXXX. So, we've made the XXXX payment in the amount of {$1100.00} in XXXX and the XXXX payment of the same amount in XXXX ( please see notes from our XXXXXXXX XXXX statement above ). Finally, I was told today that we should contact you with this complaint, and it was mentioned that XXXX may have sold off to Shellpoint due to some legal issues regarding how they've treated consumers, such as us. Although we have nothing personal against any person listed in this complaint, we do have it with Shellpoint Mortgage, and we want our credibility restored via our Credit Report, etc. We want this to be made right, and we want the opportunity to refinance with a reputable company. In fact, we really need to get this resolved as soon as possible. According to Shellpoint we are 180+ days late on our payments and this is simply not true, and this is not our doing ... it's just unacceptable. Can you help us? Please contact us at your earliest convenience. Kind Regards,
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In late XXXX, I was approved by XXXX for a 30-year 6-5/8 % fixed interest rate mortgage loan to purchase my current residence. I signed up for automated monthly ACH payments XXXX principal plus interest ), which have been routinely occurring about the XXXX day of each month. Since XX/XX/XXXX, I have made all {$670.00} monthly payments on time by ACH payment. To date, this loan has been serviced by four different mortgage servicing companies. In XX/XX/XXXX, while Ditech was my mortgage servicer, I began making additional payments of {$670.00} to pay down the outstanding principal. Since XX/XX/XXXX, I have been making two principal only payments of {$670.00}, each month, in addition to my regular principal plus interest ACH payment at the beginning of each month. I have been making these principal only payments, using my banks online bill payer service, on or about the XXXX and XXXX of each month. During the time that Ditech was my mortgage servicer, they reduced my outstanding principal balance by the full amount of each of my {$670.00} principal only payments.
In XX/XX/XXXX, New Rez replaced Ditech as my mortgage servicing company. Beginning that month, Ditech began applying interest charges on some of my principal only payments. Specifically, they imposed interest charges on principal only payments that I made on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. After noting these charges on my account history, I contacted NewRez to get this resolved. I had conversations with NewRez customer service representatives on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The representatives told me that NewRez had deducted this interest because they had interpreted these principal only payments as being future monthly payments. I told them that I understood that the terms of my loan allowed them to impose interest only at the time of my regular monthly principal plus interest payment based upon the outstanding principal amount at the end of the prior month. Each of these representatives concurred with me and assured me that they would put in a request to correct the entries in my account history and that adjustments would be made crediting me for the errant interest charges and reducing my outstanding principal balance as of the dates the errant interest charges were imposed.
In XX/XX/XXXX, I noticed that NewRez had made a series of adjustments to my account on XX/XX/XXXX. I observed that none of these adjustments credited me the errant interest amounts that had been subtracted out of my principal only payments noted above.
Having been unable to resolve this matter by telephone, I sent NewRez, via certified mail, the attached letter, dated XX/XX/XXXX, communicating my dissatisfaction and requesting timely resolution of my issues. Along with that letter, I enclosed a spreadsheet, attached, in which I listed all payments I had made since NewRez took over servicing of my loan and showing the correct interest charges that should have been imposed upon my account only at the time of my regular monthly principal plus interest ACH payment. My spreadsheet showed that my outstanding principal balance as of XXXX, XXXX, XXXX, should have been {$19000.00}, which was {$600.00} less than what NewRez stated it as being, {$20000.00}, in a Loan History Statement sent to me dated XX/XX/XXXX. This Loan History Statement is attached.
In response to my XX/XX/XXXX, letter, NewRez mailed me a letter, dated XX/XX/XXXX. This letter did not address the errant interest charges applied on dates other than when my regular monthly principal plus interest payment was due. Furthermore, the first paragraph of this letter states that my outstanding principal balance, as of XX/XX/XXXX, was {$17000.00}. Included with this letter was a Loan History Statement, dated XX/XX/XXXX, which shows my outstanding principal balance as being {$18000.00}. Based upon the discrepancy between these two numbers, it appears to me that NewRez didnt even know my correct outstanding balance, as of XX/XX/XXXX. I am attaching a copy of the XX/XX/XXXX, letter along with the Loan History Statement that came with this letter. Incidentally, my spreadsheet calculations, which I am also attaching, show that my outstanding balance, as of XX/XX/XXXX, after having made a principal only payment of {$670.00} three days earlier, should have been {$17000.00}. This is several hundred dollars less than either of the two amounts stated in the correspondence sent to me dated XX/XX/XXXX.
On XX/XX/XXXX, I once again contacted NewRez by telephone to attempt to get a rational explanation for the adjustments they had made to my account that resulted in a different outstanding loan balance from what I had calculated. Once again, the customer service representative was unable to provide me an adequate explanation. The representative again told me that the mid-month interest charges were imposed on my principal only payments because they were interpreted to be future regularly monthly loan payments. I once again explained that the terms of my loan allow them to impose interest only at the time of my regular monthly payment ( ACH transaction about the XXXX of each month ) based upon the outstanding principal amount at the end of the prior month. I further asked how NewRez could even calculate the interest that would be due on a future regular monthly payment without knowing what my outstanding balance would be at the end of the preceding month given any intervening principal only payments that I make.
My current loan history, available to me on my online NewRez account shows additional interest charges having been applied to the mid-month principal only payments that I made on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. ( It does appear that NewRez has credited back the interest they applied to my XX/XX/XXXX payment and applied it toward paying down my principal. ) These interest charges were applied to my account even though I specifically stated in my XX/XX/XXXX, letter to NewRez In the future, it is my expectation that all future payments, separate from my {$670.00} regular monthly ACH payment made about the XXXX of each month, be credited as principal-only payments and that my outstanding principal balance be reduced accordingly as of the date that those payments are received.
As of XX/XX/XXXX, NewRez shows my outstanding principal balance as being {$11000.00}. My calculations show that it should be {$10000.00}, a difference of {$390.00}. I have attached a spreadsheet showing how I have arrived at {$10000.00} and a copy of my NewRez Online Payment History as of XX/XX/XXXX, showing my outstanding balance as being {$11000.00}.
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| 08/04/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My mortgage loan was with XXXX XXXX XXXX, loan # XXXX. We have been living in this house since XX/XX/XXXX. My loan was very good standing with XXXX XXXX XXXX till XX/XX/XXXX. From XX/XX/XXXX, I was working as a XXXX XXXX for XXXX XXXX XXXX and been XXXX in XXXX XXXX. The salary was good initially, but due to budget cut in XX/XX/XXXX, salary was decreased from XXXX per year to XXXX per year. Lot of other benefits were cut too since XXXX declared it was no longer considered danger zone. Living costs are expensive in XXXX. Maintaining two houses, one for myself in overseas and another for my family in US became burdensome for me. I was deeply hurt financially. My XXXX sons were also going to Univ. XXXX XXXX. We ( I & my wife ) are supporting them and they both are living home. My XXXX son, XXXX XXXX XXXX joined Texas XXXX XXXX XXXX XXXX to support part of his tuition. I was looking for jobs back in XXXX near my home so that I do not have to pay for two living expenses. Luckily, I had an offer to join XXXX, XXXX division. I passed both oral and written tests. So, I left my job from XXXX and went back home. Unfortunately, again due to budget cut all federal hiring were frozen and I was not able to join XXXX. On XX/XX/XXXX while my mortgage loan was in good standing, I called XXXX XXXX XXXX and informed them that I will not be able to pay my regular monthly mortgage payment since all my savings were exhausted. I requested them for loan modification. At the same time, I notified to all other creditors about my hardship including my federal student loan. Almost everyone understood my situation and worked out with me. XXXX XXXX XXXX also started loan modification paperwork. I sent all the necessary documents that they requested. I was in constant contact with XXXX XXXX XXXX. I sent documents to XXXX via express mail from overseas post, and uploaded documents in its website. After I went back to USA, I contacted them via phone several times. I was desperately looking for job. Due to US Presidential election, it was hard for me to get a job. However, I was offered to redeploy in XXXX on XX/XX/XXXX. I quickly accepted the job and left my home on XX/XX/XXXX. Right before I was leaving, I received a letter from XXXX and I was notified that my loan was transferred to another company and the new company will contact me. I called XXXX and ask from my them the status of my loan modification. I also informed them that since I got a full-time job and deploying again, I will be able to resume my monthly payments. They informed me that the new company will have all my documents and they would work with me same way that XXXX was working. After I came back to XXXX XXXX, I keep asking my family about any documents from the new company. Finally, my family forwarded documents from Shellpoint mortgage. It takes long time to get military mail in XXXX address. This is a small XXXX XXXX in a XXXX XXXX country unlike the previous big XXXX XXXX XXXX. Initially, I had no internet access. As soon as I received documents from my family, I called Shellpoint mortgage, loan # XXXX. According to phone answering system, Shellpoint mortgage is a debt collector, not a regular mortgage service. I dont know why XXXX transferred my loan to a debt collector while I was working loan modification with them. I immediately started working with Shellpoint mortgage and from XX/XX/XXXX, I started uploading all the documents as it was requested by them. Since XX/XX/XXXX, I called several times,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 2x ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 2x ), XX/XX/XXXX, XX/XX/XXXX ( 2x ), XX/XX/XXXX, and XX/XX/XXXX ( 2x ). Out of all these phone calls ( XXXX ext. XXXX ), I was able to talk with my point of contact XXXX XXXX only one time on XX/XX/XXXX and today. On XX/XX/XXXX, I mentioned to XXXX XXXX that since I am getting regular paychecks, I would be able to start paying monthly mortgage. XXXX XXXX answered me that I would not be allowed to pay regular monthly payments until the loan modification is done. Every time I called, different agents named XXXX XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX XXXX answered my phone calls, after seeing some notes in my file, they inform me to add or modify some documents. I followed their instructions and added more documents. Every time with the agents help, I left msg. for my POC, XXXX. I never had any msg. or miss call from my POC, XXXX. Finally, today XXXX XXXX called back and informed me that my house was foreclosed on XX/XX/XXXX. On that same day ( XX/XX/XXXX ), XXXX XXXX XXXX not only was trying to help me but also desperately trying to locate XXXX XXXX. She told me that all the documents supposed to be uploaded by that day ( XX/XX/XXXX ) and only things she was noticing that deposit explanation was missing. When I informed her that I already uploaded that document, she mentioned that I did not write down the amount of deposit, I only wrote the date. I told her that it was a night time over here and there is only one place at this XXXX XX/XX/XXXX that I can type and print a document. But that center was close by that time. I told her that I would hand write the amount and take a picture to upload the document. She mentioned to me that she would make a note and email to XXXX XXXX. I immediately followed through and called back, left msg. with XXXX. I mentioned that the last document had been uploaded. At that time, again we ( XXXX & myself ) were unable to locate XXXX XXXX. I called yesterday ( XX/XX/XXXX ) and spoke with XXXX. I was told that all the documents were uploaded and XXXX would review it within a day or two. Today ( XX/XX/XXXX ) when I called for XXXX XXXX, XXXX answered and informed me that my house was foreclosed yesterday ( XX/XX/XXXX ), I was shocked. Then finally XXXX XXXX called and told me that the house was foreclosed on XX/XX/XXXX. I told him, all my life time belongings are still at the house, my family still living in the house and you guys are going to kick them out. I have been working 12 hours a day, six days a week, the average temperature over here is 120 degrees. Out of all these odd situations, I have been desperately trying to save my house, and Shellpoint mortgage foreclose my house just like that after seventeen years of payments. I also mentioned to XXXX XXXX that they always had bad intention and they were predetermined to foreclose my house no matter what I do. I also requested him to save all my documents, phone records and conversation for the records. I even talked with their attorney, XXXX XXXX group @ XXXX, they informed that they would go by what the mortgage company would instruct them.
|
| 04/21/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern : I'm writing to file a complaint against Shellpoint Mortgage Servicing for misrepresentation.
Per the request of Shellpoint Mortgage Servicing, I provided proof of hazard insurance coverage, Certificate of Insurance.
On XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX, I provided via email the XXXX Certificate of Insurance purchased by the Homeowners Association ( HOA ) affiliated with the property address.
The HOA Certificate of Insurance provided is current and has not lapsed. The HOA Certificate of Insurance provided has the same coverage from the previous year which was accepted without dispute.
On XX/XX/XXXX, I contacted Shellpoint Mortgage Insurance Department at ( XXXX ) XXXX regarding the proof hazard insurance request. Also, to confirm the email address to submit proof of HOA hazard coverage.
I also inquired if the Insurance Department contacted the HOA property manager regarding proof hazard insurance.
The Insurance Department, team member claimed the HOA Property Manager was contacted and didn't respond to Shellpoint Mortgage Insurance Department request.
After the conversation, I emailed proof of hazard insurance, HOA Certificate of Insurance which I downloaded from the HOA portal.
On XX/XX/XXXX, I contacted Shellpoint Mortgage Insurance Department at ( XXXX ) XXXX regarding the Certificate of Insurance, I submitted on XX/XX/XXXX.
I spoke with XXXX XXXX XXXX who stated the Certificate of Insurance did not provide enough information. " It's certain information the insurance department is looking for ''.
XXXX XXXX further stated she would contact the HOA Property Manager affiliated with the property address to obtain the necessary information required by the Insurance Department, which did not occur.
I followed up with an email to XXXX XXXX regarding our conversation.
Prior to XX/XX/XXXX, Shellpoint Insurance Department did not convey any concerns about the Certificate of Insurance I submitted on XX/XX/XXXX.
On XX/XX/XXXX, I submitted to Shellpoint Insurance Department via email another XXXX Certificate of Insurance affiliated with the property address which I received from the HOA Property Manager.
I was ensured by the Property Manager the XXXX Certificate of Insurance provides necessary coverage information.
In the same email, I requested ShellPoint Mortgage Servicing Insurance Department to cancel the forced Lender Placed Hazard Insurance and issue a refund for the amount paid which has not occurred.
Since providing the Certificate of Insurance on XX/XX/XXXX Shellpoint Insurance Department has not conveyed any concerns regarding the Certificate of Insurance I provided.
On XX/XX/XXXX, I called Shellpoint Mortgage Servicing Insurance Department ( XXXX ) XXXX to confirm receipt of the Certificate of Insurance document, which was disregarded.
I spoke with two different Insurance Department team members whom only mentioned XXXX XXXX which I didn't understand.
I thought both agents were referring to my XXXX XXXX XXXX policy which was confusing.
On XX/XX/XXXX, I followed up with a notice of error via email and XXXX mail to further resolve this matter.
On XX/XX/XXXX, I received an email response from the Insurance Department, Shellpointteam requesting the XXXX HOA Hazard Insurance policy.
The Shellpointteam further stated once the required Certificate of Insurance is received a request will be submitted to flat cancel the XXXX XXXX XXXX XXXX XXXX and a full refund will be issued.
I am not in receipt of an XXXX XXXX XXXX XXXX XXXX coverage. There is no evidence of XXXX XXXX XXXXXXXX XXXX with XXXX.
I was provided via mail ( insurance department ) & email ( XXXX XXXX ) evidence of XXXX Lender Placed Hazard Insurance coverage with XXXX XXXX XXXX XXXX XXXXXXXX XXXX
Please note the property address affiliated with the mortgage has overlapping insurance coverage, HOA Hazard Insurance and XXXX XXXX XXXX.
On XX/XX/XXXX, I emailed proof of hazard insurance, XXXX Certificate of Insurance as requested. Again, the insurance department has not responded or conveyed any concerns regarding the submitted 2022 Certificate of Insurance.
There has been no mention about hazard insurance coverage from Shellpoint until I recently received a letter dated XX/XX/XXXX from Shellpoint Insurance Department regarding a Lender Placed Insurance policy rate increase, effective XX/XX/XXXX.
On XX/XX/XXXX, I mailed a Notice of Error letter to Shellpoint Mortgage Servicing & Shellpoint Insurance Department regarding the XX/XX/XXXX letter I received.
Moving forward I rather not continue having communication difficulties submitting proof HOA Hazard insurance due to ShellPoint Mortgage Servicing Insurance Department actions and lack thereof.
I had an similar experience with Shellpoint Mortgage in XX/XX/XXXX, submitting proof of hazard insurance via fax. There were claims of not receiving proof of hazard insurance via fax. Per Shellpoint Insurance Department there was a " problem with the fax ''.
Thereafter, I requested an email address. I emailed the Certificate of Insurance twice before the insurance department acknowledged receipt of the document.
Due to various unsuccessful efforts to resolve this matter, I welcome the assistance of Consumer Financial Protection Bureau to resolve this matter.
I am concerned about being victim of insurance fraud and predatory lending.
On XX/XX/XXXX, Shellpoint Insurance Department paid my XXXXXXXX XXXX XXXX which is unusual.
I was not informed about the payment and I did not authorize the payment.
I've attached supporting documentation as follows : email correspondence, notice of error, bind letter, Certificate of Insurance, Fax cover letter, XX/XX/XXXX notice, XX/XX/XXXX letter and Condo Insurance payment screenshot.
I prefer if Shellpoint Insurance Department contact the HOA Property Manager and/or the HOA Insurer affiliated with the property address to obtain the " required/acceptable '' proof of hazard coverage.
Shellpoint Insurance Department claims the Certificate of Insurance I submitted is not " required or " acceptable proof of hazard insurance '', without explanation.
I'm seeking to cancel the Lender Placed Insurance, receive a full refund with interest for the Lender Placed Insurance premium and receive an updated Escrow Analysis.
Until then I am seeking to suspend insurance premium payments & the premium increase.
Please let me know if you require additional information.
Thank you for your attention with this matter. I look forward to your response.
Sincerely, Concerned Consumer
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| 06/26/2020 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Evening, I recently purchased my home in XX/XX/XXXX. Our initial mortgage was transferred to New Rez in XX/XX/XXXX. Shellpoint Mortgage Servicing is the company actually servicing the loan - taking payments and keeping records. ( Prior to this, I have spent the past five years rebuilding my credit to an excellent rating and have never missed any payments or made any late payments on any accounts during this 5 year period ).
My first payment to Shellpoint was for XX/XX/XXXX. This being my first payment, I wanted to ensure the payment went through on time. So I Set up automatic recurring payment, thinking that it will start XX/XX/XXXX. And I also made a manual payment. The amount of each payment is {$2300.00}. When I checked my account a few days later, I realized that the automatic payment which I thought would start XX/XX/XXXX, had also been processed for XXXX. I called Shellpoint and requested a refund for the additional payment ( {$2300.00} ). I made the request, but never received a notification or confirmation that the request was being processed. So I called a few days later to follow up on the refund to ensure it was being processed. Really, when I requested the one refund, I was expecting Shellpoint to just electronically credit my account the one payment. I called a few days later again and was advised that a refund check was being mailed out.
In a week or so I received a refund check in the mail. However, a week after that, I received another refund check. I was confused why they had sent two checks. So I called Shellpoint and asked why did I receive a second check and what should I do with it. Shellpoint advised me that they had made a mistake and to just void the check, which I did. In XXXX, my automatic payment went through and same for XXXX and XXXX. However in XXXX I called Shellpoint with a general questions on my account. During that call I was advised that my account was 30 days late. I was shocked. Why? They informed my that the account showed no payment for XXXX. When I checked my credit report for XXXX, I found that Shellpoint had reported a 30 day late payment for XXXX to the Credit Bureaus and my credit score had dropped almost 100 points. They reported that both payments made in XXXX were returned - not made, however the second check was never processed, it was voided - so they had the funds in their account for XXXX. Needless to say I was upset and called Shellpoint to find out how to correct this. I spoke to several customer reps who informed me that they would send an email to loan servicing. I reported the matter on their web site and also filed a dispute with XXXX. I continued to call to try and speak to someone in loan servicing. Eventually I was transferred to a supervisor in customer service. She reviewed my account after I explained the situation to her and she acknowledged the mistake and apologized. She advised me that even though the second check was never cashed. Because Shellpoint issued the check, they need to show in their system that the funds went out.. ( which also meant she confirmed that the second check was never processed and the funds were still there - crediting those monies to my account at that time had nothing to do with me or my payment history, but more so to fix a glitch in their system ) .So she said Shellpoint would credit my account the one payment and I would have to give that same refund back to Shellpoint to bring my account current. I did not fully understand that logic, but was finally happy to have someone who appeared to be able to assist me. On XX/XX/XXXX I received the credit to my account and I immediately went on their website and made the payment to my account.
Weeks later nothing had changed. I continued sending request for assistance. Finally a few weeks later I received a call from a XXXX XXXX, who advised she was handling my account. I expressed how happy I was to finally have someone from loan servicing to talk to directly. I explained everything to her. She reviewed the account and again acknowledged the mistake and noted they should have never issued the second check. She said the credit dept. would need to report the error to the credit bureaus and she would send an email. I inquired about the turn- around time and she said at the most 48 hours. About 4 days went by and I had not heard an update. Then I received an email from XXXX noting that the dispute I filed had been closed. I expected to log in to see my credit score restored, however that was not the case. Nothing had changed. I called XXXX back and she said that Shellpoint had not reported my account late, but in fact it was late for XXXX ... .What???? She just told me she saw the mistake, acknowledged it 5 days ago and now shes saying something that's completely incorrect. I could not accept that - I have worked tirelessly to restore and rebuild my credit. I asked for her email and I sent her an explanation again with copies of my banking statements which show all my on time payments from XX/XX/XXXX when the account was transferred to the current month. XXXX at the time. It also showed the electronic refund that was received and issued back to them. Also a copy of the voided second check that I was advised to just void.
At no time was a payment not made, or made late on my account. I have followed up and still waiting to hear if the correction has been made to my Shellpoint account as well as the Credit agencies.
While this was going on in XXXX, I was in the process of doing other financial transactions outside of my mortgage and this mistake and incorrect report to the Credit bureau has completely jeopardize my ability to successfully apply. My credit rating reflects a late payment that never happened, reported by Shellpoint that had my funds ( XXXX payment ) and reported that they did not. FALSE Report. I have spoken to TRansunion and they advised that once they receive the update and corrected report from Shellpoint, that my credit will be restored if that was the only thing, which it is. All my accounts have an exemplary payment history, as should this account also.
They should have reached out to me or confirmed within their systems that a refund check was already released before releasing a second one. Also, they should be able to confirm in their system if a check is processed. I voided the second check, why did they reflect it as being processed and update my account as being 30 days behind, when in fact they still had my XXXX payment? I have done nothing wrong, and my banking statements represent that.
|
| 10/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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XXXX XXXX & CFPB Re : Shellpoint Mortgage Servicing Loan No. XXXX Property Address:XXXX XXXX XXXX XXXX , XXXX , FL XXXX To whom it may concern, I XXXX XXXX XXXX had a loan with XXXX , XXXX for about 4 years I was notified of the loan transfer to XXXX and at the time of the transfer I was already dealing with XXXX XXXX XXXX XXXX XXXX in the middle of getting a Loan Modification all the paper work was sent to them and I was already having issues with XXXX XXXX XXXX and the paperwork so of course when the loan was transferred to XXXX they didnt have what was sent to XXXX XXXX XXXX so I had to gather all the information again sent it in and was reviewed to be told that it was all expired and to send in new information. Gather all again, and this went on for a while before they finally got everything, took a while once the paperwork went in to get the approval. Got approved and was paying on the Loan Modification, and when I needed to call I could only talk to one person that never answer the phone, tried to call and make payments and such and couldnt because she never answered the phone would leave messages, emails etc. and would take weeks and sometimes months to gets answers. Sometime in XX/XX/XXXX, my ex-husband quit making payments and I was unaware because of the way my loan got treated ( employee loan ) I didnt get calls ( conflict of interest employee loan ) and the loan was coded so I didnt get a lot of things I should of letters, calls, etc. Once the divorce was final XX/XX/XXXX, I attempted to get another Loan Modification to see about getting something cheaper since lost income due to the divorce and had to pay out child support so I am not making the income I was before the divorce. XXXX advised they couldnt get me a Loan Mod because the Investor doesnt want to go cheaper. I even offered a cash payoff of XXXX they wouldnt take that either. I got a call from XXXX XXXX I think it was around XX/XX/XXXX, no verification process, no asking for recording consent, etc., I dont think employees should have loans where they work and the company should save the employee some time and just transfer back out to someone else so they dont have to deal with the hassle you cant even call Customer Service, he wanted to know my intentions advised wanted to keep the house I finally decided to do XXXX XXXX, agreed to XXXX move out assistance, got the paperwork, signed the authorization for my 2nd Mortgage XXXX to settle, on XX/XX/XXXX XXXX emailed me asking if I could call XXXX and get an update. XXXX get around to calling I think about XXXX weeks later, in the middle of all this my truck has given me major issues. I called XXXX to see about the approval letter for the short payoff, when I called I was shocked to learn that XXXX had the approval letter since XX/XX/XXXX and was faxed to them. Which of course by time I called and was advised that is was approved however, was expired so I requested an extension of a month out before the transfer to the new loan company ( servicing transfer ) ; so they granted me an extension to XX/XX/XXXX, when I got to work the next day I emailed an higher rep to advise of my phone call with XXXX and why nothing has been done since they have had the approval since early XX/XX/XXXX, never got a response got an email that said she would get back with me and never got a response to any of it just let it sit and let the loan transfer instead of handling the situation in a proper manner. I even tried to call XXXX XXXX and XXXX XXXX left both message never got anything from XXXX, XXXX called me to attempt to try to tell me that they tried to work with me to which I advised about the email and all she do was apologize for not responding etc, advised her to make sure my file was notated properly and because of their failure to take care of this now I have to deal with a new company now, when the loan was transferred to I was advised by email that it was being transferred with no notice or nothing I believe thats a RESPA violation. Now I have to move on to the new company and hope I dont have any issues. I want you to review this because no employee of ( 18 years ) should have to deal with this type of treatment and unable to do anything when you cant get answers. I have constantly tried to work with SPS. In XX/XX/XXXX-XX/XX/XXXX we were trying to work out a DIL of FCL with cash assistance. XXXX 2nd Lien had it approved sent to XXXX to no avil they dropped the ball again. I called XXXX and had the short pay extended to the end of XXXX, I tried to contact XXXX again to advise and get the ball rolling before the loan was once again transferred to someone else. But of course, they ignored all my calls and emails regarding my loan.
All I wanted was to stay in my home but with my financial status and after the divorce I cant afford XXXX a month. XXXX promised me XXXX DIL of FCL Cash for keys. All I want is to get this taken care of and move on with my life. My ex-husband quick making payments and I wasnt aware as XXXX never made collection calls to my home or cell, or advised me.
Today in my mail I got an advertisement from an Attorney regarding a Foreclosure of my home. Which I have not received any certified mail of a foreclosure sale by you or the foreclosure attorney and I am pretty sure that per the Mortgage Contract this is part of the process and is not in accordance with State, Federal laws, nor the CFPB. I am herby request that you rescind the FCL Sale of my home to give time to come to an agreement, and have the house ready for move out. I am more than willing to work with XXXX XXXX.
And to advise once again this house in is much need of some major repairs, plumbing both baths, kitchen plumbing and needs new counters, boith bathrooms needs to be completely remodeled, needs a new roof, all wood outside of home needs replaced and painted, new paint all inside of home, new carpet, all walls need to be repaired, patched and painted, needs completely new garage door, ceilings in house needs to be repaired due to leaks.
If you foreclose on the house and put about 70K in repairs before you can even do anything with it. That doesnt include all the other fees incurred due to the FCL either and the balance of the loan. I propose XXXX cash for keys, DIL of FCL.
I really hope that we can come to a agreement and settle this once and for all. So, I can move on with my life. Please contact me ASAP so we can work together to get this resolved since I cant keep my home.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXXXXXXXXXX
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| 10/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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My mortgage was transferred to Shellpoint Mortgage in XX/XX/XXXX from XXXX XXXX. At that time of the transfer my account was with the Modification Department with XXXX which I was told by the Executive Office from XXXX that it would be transferred to Shellpoints Underwriting to finalize the process that I was eligible for. This was never done. I received a Foreclosure shortly after the transfer. The issue with the home is the property value which XXXX XXXX had finally resolved with an interior inspection. For over two years Shellpoint ignored my interior requests and charged me for exterior drive by 's over four times and continuing offering modifications with a property value over {$60000.00} - {$70000.00} at the time.
I contacted the Attorney Generals office who did research on my complaints up to the spring of XX/XX/XXXX. They advised me to send in another modification with Shellpoint which I did. Shellpoint did have an appraiser come in at that time while they had my Modification which was sent in. I continued working with the Attorney Generals Office during this time on the status. At that time they suggested I contact an Attorney upon their investigation as they found issues they feel were done inappropriately by both XXXX and Shellpoint that should be looked at on a legal level. I had sent him Documents from Shellpoint which showed the loan was in Modification. I advised him I would wait to complete a Modification first and have it reviewed. I sent Shellpoint a dispute on the value from the appraiser immediately. At this time it was in XX/XX/XXXX/XX/XX/XXXX. I never heard back from Shellpoint and continued to wait on the results of the modification. In XX/XX/XXXX I received a Forclosure notice scheduled for XX/XX/XXXX, while still NO response in regards to the Modification I sent in. Again I immediately contacted Shellpoint to ask how I could have a foreclosure while I was waiting on my modification status? Shellpoint will never respond to an email which leaves the homeowner in question constantly of what is happening. Sometimes its weeks before you receive a letter to say they are working on your request. Their correspondence is received over 7 -10 days later from the date of the letter. I worked days with my contact XXXX in regards to the Foreclosure to find out why this was done. I was told by one representative that I was declined a Modification due to my income. I explained to him that I NEVER received anything from Shellpoint stating this so I could move forward with my decision on the home. At that time XXXX took my income numbers over the phone and resent that over to Underwriting. Over two weeks later I received 4 letters from shellpoint stating I was missing information, obviously to the Modifcation sent in. There was NOTHING missing. These letters came as a cover up for their error of the upcoming foreclosure that I believe was done in error. Also, I never received anything from Shellpoint stating that the property was going to be Foreclosed.
In mid XX/XX/XXXX I received a Modifcation Trial offer to begin in XX/XX/XXXX. On XX/XX/XXXX I sent an email to Shellpoint asking for a complete copy of my file as I wanted this reviewed by an Attorney prior to my decision. I sent two more emails into XX/XX/XXXX asking where my file was. I spoke with my contact XXXX to question where my file was as the payment is due soon. I have a response from him on XX/XX/XXXX stating he was checking with Escalations on the status. I checked with him again in another week and he said it takes a little time for them. I have advised him as well as Escalations that I need to have my file reviewed prior to payment. XXXX told me I have till XX/XX/XXXX and could pay both payments. I was told that my email address was incorrect for Escalations. However, that now is over a month ago and I still do not have my file. I have also spoke with HOPE who is questioning a few things regarding the modification and wanted to also review my file which Shellpoint is aware of. My last email from XXXX stated he showed that Shellpoint had just sent something out to me but he could not view it but would email it to me once its updated in the computer. I assumed it was my file and have not heard back. As of today I still do not have my file. My legal advisor also advised me to contact the investor on a settlement amount if I were to do a lieu in deed which I have. I received a notice a few days ago from Shellpoint they are working on this request which I have sent which I believe was the letter to the investor.
Today I received another Foreclosure from Shellpoint which is scheduled for XX/XX/XXXX which is only 12 days away. It has been 60 days since the Modification was sent and I do not have my file for my Attorney and the Attorney General and HOPE to review. If this was sent in a timely manner as requested this review would be complete for me to move forward. Also I was told I had till XX/XX/XXXX to make both payments assuming I would have had my file long before this.
I have stated numerous times to Shellpoint expressing I do not want a foreclosure. I want to work with them. I have also worked with XXXX in regards to my options. I have stated I am in the home alone with health issues and this has caused me severe stress. I have phone calls from attorneys on my personal cell phone. I have people sitting outside my home, letters in my door. My neighbors telling me there are people on my property while I am gone. I DO NOT want this. I am willing to work with Shellpoint and expressed even to the investor that I will most likely do a deed in lieu. So why, Again are they sending a Foreclosure. They have never responded to my requests which I have a legal right to my file. I only asked to have the opportunity to have this reviewed legally and they will and have not honored this.
I find Shellpoint extremely unprofessional to work with. Their lack of communication is exasperating and one department does not know what the other is doing ever. My mortgage is severely delinquent, however, I have knee high of paperwork to hold up in a court of law to show how desperately I have attempted to work with Shellpoint all this time.
I am asking your organization to assist me with cancelling this Foreclosure and your assistance in obtaining my file to have it reviewed. And to find out how a foreclosure could be sent while I was recently sent a letter they were working on my request. Also, why was I told by my contact that I can make both payments in XX/XX/XXXX if this is not the case?
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| 04/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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To Whom This May Concern : I am requesting that the XX/XX/2019 sale date be cancelled. I have called in at a minimum of 1-3 times daily in order to comply with all requests in order to receive a modification on this property. After many requests for clarification and additional documents, to which I provided, Shellpoints underwriters finally deemed my package complete on XX/XX/XXXX.
On XX/XX/XXXX I called in at XXXX and spoke with Shellpoints Representative XXXX XXXX who stated that as of XX/XX/XXXX all documents were in review and the package was complete. I asked why the sale date was still scheduled for XX/XX/XXXX, three days away? He agreed and tried to reach out to XXXX, who is my main point of contact, only to leave him a message as well as a text asking the same question. I left XXXX 3 messages as well to please contact me. Not only is this Dual Tracking, but it is definitely not showing good faith that I am to receive not only a fair review, but enough time to receive written notice of what the outcome of this review is and to respond either way.
On XX/XX/2019 ( Wednesday ) at XXXX I called Shellpoint back since I had not received a call back from Rep. XXXX and not only left XXXX messages to please call me with updates but then called back and spoke with Shellpoint Rep XXXX XXXX . He also tried to reach XXXX XXXX as well and then read the notes to see if there were any updates or sale date cancelled to which he replied that on the XXXX I was denied! I had called in on the XXXX and that was not in my file! My file had just been accepted as complete and had gone to underwriting! The last time Shellpoint denied me I asked for a breakdown of how they came to that conclusion only to find out that Shellpoint had added 3 properties I no longer owned plus had added incorrect payments and concluded that I didnt make enough income. I appealed and asked for a new review with the correct information. This time, after less than 5 hours of receiving all information and explanations I was denied for making too much money! After careful review of Shellpoints first explanation of rate to debt/income percentages, it was obvious that I should have no problem qualifying for a modification, just as I have received from 4 other lenders recently, yet in a matter of hours Shellpoint has decided to deny me again which leaves me with the same questions as previously-how did you come to this conclusion?
If I am truly denied a modification, I am requesting a breakdown of all information used to come to this conclusion, as I have a right as a homeowner to review and dispute any erroneous choices Shellpoint may have used to come to their conclusions. Therefore, I am demanding that a detailed explanation of the review that Shellpoints analysis conducted be presented to me and my legal team to be sure that the facts they used were accurate and also the debt to income breakdown used to which Shellpoint is now using be disclosed in detail as to how they came to this conclusion. I am requesting for Shellpoint to review a new XXXX, XX/XX/2019 XXXX XXXX XXXX and bank statements as my circumstances have changed.
I am also requesting the legally allotted time to receive this information in writing and time for review, which would mean a cancellation of tomorrows sale date, Friday, XX/XX/2019. The fact that Shellpoint drug out this review until the XX/XX/XXXX with requests, ( which had been answered over and over in the past in order to get themselves closer to the sale date ), and not tell me when I called in on XX/XX/XXXX that I had been denied, leads me to believe there is major deception games going on to steal my property! Shellpoint is leaving me no time to receive this important information, which they should be willing to disclose to me, nor the time for me to respond, which is why the Federal Law of Dual Tracking was enforced on these debt collectors in the first place! These illegal games of stalling, using false numbers/information to disqualify you for a modification, telling you one time you dont make enough money then the opposite, you make too much money only to move you closer to a sale date to steal your property is unconscionable! We, the American people have to rely on the laws of the land to keep companies like this within the law! Trickery, undisclosed tactics, absolutely no transparency or fairness in their word or actions leads me to believe that I am not being treated fairly but being discriminated against!
I do not trust this kind of deception and unfair business practice and I am prepared to protect myself legally by filing a lawsuit should Shellpoint decide to continue this course of illegal action. My attorneys have filed a Lis Pendens purposely in response to their previous behavior and we are ready to move forward if need be.
I am a single woman and a XXXX year old senior citizen trying to take care of myself financially and I feel Shellpoint and XXXX XXXX XXXX XXXX is treating me unfairly, and are being deceptive in their activities and should be held accountable for their actions. How is it that I have qualified for 4 other modifications on my properties yet Shellpoint, through their erroneous review can not seem to give me a modification? Also, Shellpoint mentioned that they sent me a modification in the mail in the past? If so, I have never received it! Obviously, my actions are in order to get a modification so why would I have ignored a modified, lower payment/principal/interest rate loan if provided to me? I am requesting that whatever modification Shellpoint is speaking of that they offered me be sent to me, as I have never received it. Obviously, since Shellpoint is stating they offered me a modification in the past I must have qualified, so I am requesting that this be mailed to me in order to review and accept this offer. Also, I have yet to receive the requested information in my previous Qualified Written Request for my review, which places my property in legal dispute as well.
Also, the C.F.P.B. has forwarded to the FTC the fact that Shellpoint/XXXX XXXX continue to illegally provide, by mail, my personal financial information to XXXX XXXX XXXX to which this person has used to harass my tenants, and interfere with my business relationships with my tenants. To date, this has NOT been resolved as 5 packets of my personal information was mailed to this address recently, even after reporting this wrongful activity to XXXX XXXX!
Thank you for your kind attention to this matter.
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| 08/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, We would like to issue a formal complaint against Shellpoint Mortgage Servicing for their improper actions in servicing our previous mortgage loan. We were referred to your agency by XXXX XXXX of the South Carolina XXXX XXXX XXXX after her attempts to mediate with Shellpoint did not produce an acceptable resolution.
It has been a very difficult time trying to work with Shellpoint and we will try to explain the situation and our complaint further below ; please feel free to let us know if you would like to know more via a call and we will gladly send you our phone number to speak further.
- We purchased a house in late XX/XX/XXXX with our original lender, XXXX. XXXX subsequently sold our mortgage to Shellpoint. When we decided to refinance the loan in XX/XX/XXXX, the new refinance lender notified us that Shellpoint had not paid the full amount of property taxes due to XXXX XXXX in XX/XX/XXXX from our escrow account. Instead of paying the over $ XXXX amount that was due, Shellpoint only paid {$560.00}. By the time we found out, there was still a remaining balance of nearly $ XXXX and our property had incurred an additional $ XXXX in interest and penalties from XXXX XXXX ( a figure that continued to grow as we waited months for Shellpoint to resolve the issue and even get us a response ). The attachment ( XXXX XXXX Prop Tax Payments Penalties Interest ( JKL XXXX ) ) details these amounts.
- Another attachment ( Initial Escrow Disclosure vs. Shellpoint Escrow Disclosure ( JKL XXXX ) ) shows the Initial Escrow Account Disclosure Statement that was a part of our closing documents for the purchase of the house in XX/XX/XXXX and the Annual Escrow Account Disclosure Statement that we recently received from Shellpoint. As you can see in the Initial Escrow Disclosure ( and will be verified in other materials contained within the closing documents XXXX, it was clearly understood that the payment due for property taxes in XX/XX/XXXX was over $ XXXX. Moreover, the figures used to calculate the monthly escrow payment that we had to make also used the over $ XXXX amount. Yet inexplicably, as seen in Shellpoints XXXX XXXX, Shellpoint only made a payment of {$560.00} from our escrow in XX/XX/XXXX. In response to our first written inquiry to Shellpoint, Shellpoint states that they were not liable because we did not inform them of the correct amount however, the correct amount was already listed in the closing loan documents. Also, Shellpoint was already able to determine the correct figure for the XX/XX/XXXX property tax payment directly from XXXX XXXX XXXX has never explained why it could not similarly determine the correct amount for the XX/XX/XXXX payment.
- Similarly in the same attachment, you can also see in Shellpoints escrow disclosure that the amount in escrow ballooned to over {$8200.00} because of their mistake in XX/XX/XXXX. Section XXXX of RESPA prohibits lenders from requiring an exorbitant amount in the escrow account, providing a cushion of at most only XXXX more than the total disbursements for the year. If you total all of the disbursements for the year listed in Shellpoints XXXX XXXX ( {$4500.00} ) and add the RESPA permitted cushion ( {$750.00} ), the maximum escrow amount permitted by RESPA was {$5200.00}. Yet Shellpoint was over this maximum permitted amount during five of the months, with the highest amount being {$8200.00}. RESPA requires that a lender return any excess above {$50.00} to the borrower, which Shellpoint never did. It was not until our refinance had been closed for over a month that we finally received our escrow amount.
- In another attachment ( Examples of Correct Prop Tax from Closing Docs ( JKL XXXX ) ), there are additional examples of how the lender anticipated ( and used for calculating our monthly mortgage payment amount ) an XX/XX/XXXX property tax amount of over $ XXXX in the closing documents. In the Uniform Residential Loan Application, First Payment Letter, Closing Disclosure, and Estimated Borrowers Statement, a figure of {$550.00} was listed as the amount collected in each monthly mortgage payment specifically to pay for the property taxes. Yet despite this figure, Shellpoint makes an XX/XX/XXXX property tax payment of only {$560.00}, an amount that is clearly disproportionately small compared to the escrow amount they collected from and required of us.
- Another attachment XXXX Written Correspondence to Shellpoint ( XXXX XXXX ) ) details some of the written correspondence that we have had with Shellpoint. In response to our numerous written requests, XXXX has only responded with auto-generated receipt notices, written letters that request more time to review the issue ( with no timeline given ), and an encrypted email that states Shellpoint would not be liable for the interest and penalties because we did not notify them of the correct amount ( as mentioned above ) ( we can provide any additional correspondence from Shellpoint upon request, please let us know ). We have also tried numerous times to call them but we only are given their general customer service line ( not their XXXX XXXX Department, which analyzes such claims ), who are not trained on these issues and can do nothing to help, despite our having to tell them the entire issue over and over again each time we are connected to a new general customer service rep. When such general service reps tell us that Shellpoints XXXX XXXX Department is the group that handles such issues, and we then ask them for the Loan Servicing Departments phone number or to be transferred directly to them, we are told that the XXXX XXXX Department does not have a phone number and that we are not permitted to speak with them. It seems unreasonable for a companys customer service department to engage in these types of practices, essentially discouraging customers from expressing their rights and encouraging them to give up instead.
- We finally received a refund of our escrow amount from Shellpoint in early XXXX, yet it still did not include the {$500.00} in penalties and interest that we paid to XXXX XXXX due to Shellpoint 's underpayment in XX/XX/XXXX.
We greatly appreciate any help that you can give us to resolve this matter. All we want is for Shellpoint to reimburse us for the interest and penalties ( {$500.00} XXXX that we have incurred from XXXX XXXX due to Shellpoints improper actions and for them to admit fault and stop these unreasonable practices against borrowers.
Thanks.
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| 08/31/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
Servicemember |
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ORIGINAL ISSUE In pure frustration, and not knowing where to turn, we are soliciting your help with a Home Equity Line of Credit issue weve been trying to resolve on our own for over a year and a half with XXXX/Shellpoint Mortgaging Servicing, with no success.
XX/XX/XXXX, XXXX, changed our account number from : XXXX, to XXXX, and as outlined in their letter to us, reassured the payment would be applied to the correct account number.
Our XX/XX/XXXX payment of, {$270.00}, cleared our bank on, XX/XX/XXXX. However, this payment was never applied to the correct new/old account. Resulting in, XXXX reporting a failed payment.
On XX/XX/XXXX, spoke to XXXX representative, Mr. XXXX, who was able to identify the problem, and reassured us this issue would be resolved, and any late charges and penalties associated with this incident would be corrected.
Item C : Consequently, in Good Faith, we continued to make our monthly payments based on our XX/XX/XXXX phone conversation with Mr. XXXX reassuring us the issue stated above would be resolved.
Dated XX/XX/XXXX, received a letter from XXXX stating we were owing, {$580.00}. Which prompted us to make yet another call to XXXX, to try to resolve this issue. Spoke to representative, XXXX, she explained, the {$580.00}, were the late charges/penalties, plus the {$270.00} payment that was not applied to our account on, XX/XX/XXXX. Our XX/XX/XXXX payment of, {$300.00}, cleared our bank on, XX/XX/XXXX. Again, we were reassured the issue had been identified, and would be resolved.
Because the payment issue that originated in XX/XX/XXXX was still not resolved, on XX/XX/XXXX, we a sent via certified mail, a Qualified Written Request to have the proper/formal research performed on our account to assist in the matter of resolving this issue. USPS Tracking stated, it was delivered on, XX/XX/XXXX.
Dated XX/XX/XXXX, received a Notice of Intent to File Notice of XXXX. On XX/XX/XXXX, we once again, called XXXX, and spoke to representative, XXXX. Yet again, the original issue, stemming back in XXXX, XXXX, when XXXX changed account number, was identified, and promised the issue would be corrected.
Yet again on XX/XX/XXXX, we received yet, another Partial Payment letter from XXXX. On XX/XX/XXXX spoke with another XXXX representative XXXX.
XXXX letter dated, XX/XX/XXXX, after all these month finally agreed to look into the matter.
Letter from XXXX dated, XX/XX/XXXX, XXXX acknowledged, receiving our Qualified Written Request and stated, they would respond no later than XX/XX/XXXX. XXXX XXXX came and went with no response to our Qualified Written Request.
XXXX letter dated, XX/XX/XXXX, XXXX acknowledged, receiving us, orally denying, disputed or challenged XXXX claim that we owe the above-reference debt.
Letter to XXXX dated XX/XX/XXXX, to serve as formal notice that XXXX and or its representatives are not to contact me or any of my family or associates. Collection calls continued as follows : o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX In XXXX, XXXX, we sent a letter to the XXXX Legal Department, outlining the original problem, fulfilling XXXX request in their XX/XX/XXXX letter above, and the steps we have had to resort too. Letter from XXXX dated, XX/XX/XXXX, XXXX acknowledged receiving on, XX/XX/XXXX, our letter in response to their XX/XX/XXXX.
Item M : letters from XXXX dated, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, all stating their investigations in this matter has not been completed.
Meanwhile, throughout this time, believing XXXX would follow through with their promise and reassurance, that the original issue with our account would be resolved and brought current, we continued to make our monthly payments with XXXX.
Item N : Still having violated our request for Qualified Written Request, and our Cease and Desist letter request, we received a letter from XXXX dated, XX/XX/XXXX, stating our account was being transferred to a new servicer.
As of XX/XX/XXXX, please keeping in mind, it has now been over a year, and the simple payment issue with our account had still not been resolved. The Qualified Written Request in XX/XX/XXXX, was never fulfilled, and The original XX/XX/XXXX issue with the account never having been resolved by XXXX, was now being passed to another servicer.
SHELLPOINT Mortgage Servicing Having denied said debt with XXXX, and XXXX never proving we owed said debt, was now being passed on to Shellpoint Mortgage Servicing.
XXXX XX/XX/XXXX, and XX/XX/XXXX statements both show payments received.
On XX/XX/XXXX, sent a letter to Shellpoint, explaining the situation, and offering a reasonable settlement : I would be willing to pay the balance within 30 days, minus the penalties.
Our check to XXXX dated XX/XX/XXXX in the amount of {$300.00}, was returned on XX/XX/XXXX, by XXXX, with a letter dated, XX/XX/XXXX stating our account was 90 days overdue. To date, Shellpoint has not acknowledge, or have not made any effort to address my offer in Item O, and provide any fair offer of their own.
In XX/XX/XXXX, we sent via regular mail, a request for Qualified Written Request, and requested all phone calls cease.
Shellpoint letter dated, XX/XX/XXXX, acknowledging they received our XX/XX/XXXX written request ; however, did not address our request to cease and desist.
On, XX/XX/XXXX Registered letters to Shellpoints XXXX, MI office ( received Certified Mail Receipt XX/XX/XXXX ), and the XXXX XXXX office in New York ( received Certified Mail Receipt XX/XX/XXXX ). In that same letter requesting the Qualified Written Request, it also included do not contact me, my family, or associates by phone ( mail only ). Phone calls from Shellpoint continued as follows : o XX/XX/XXXX XXXX XXXX o XX/XX/XXXX XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX XXXX failed to address and resolve, a simple payment issue, and we feel they failed to comply with the Fair Debt Collection Practices Act, as outlined above. In addition, Shellpoints unwillingness to work with us to resolve this issue, and failure to cease and desist, until we filed a complaint with the XXXX XXXX XXXX on, XX/XX/XXXX, We feel, Shellpoint has also failed to comply with the Fair Debt Collection Practices Act.
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| 06/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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( CFPB-guidelines prohibited Foreclosure practices VIOLATION ) Dear Sir/Madam, I have illegal foreclosure sale setup for - XX/XX/XXXX ( explanation provided below ) I am principal residence of property since XXXX. I want to keep my home- I have been maintaining this property for last 15 years.
My only goal is to keep my home and save my family from this event after 15 years of residency.
I request CFPB to help me get proper workout on modification, validation of debt involved in this loan and also loan complies with statute of limitations set by state of XXXX
Past Due balance showing up on Foreclosure NOTICE is in VIOLATION statute of limitations XXXX State Statute of limitations Apply 8.3A-118. Statute of limitations. - 10 years - note is barred Foreclosure Notice showing PAST DUE show {$750000.00} with last payment received XX/XX/XXXX ( invalid debt amount violation of statute of limitations apply ) original LOAN amount is {$590000.00} with DUE date XX/XX/XXXX - Foreclosure notice confirming payment date more than 10 years ago. This notice also confirms last payment received XXXX.
Proof attached response from shell point response and foreclosure notice confirming its more than 10 years.
SHELLPOINT mortgage is not allowed to start LEGAL ACTION as statute of limitations applies on this NOTE.
LEGAL ACTION prohibited by XXXX LAW starting legal action - CONTACTING/REFERING to ATTORNEY for Foreclosure is prohibited by LAW.
Shell point mortgage also involved in dual tracking and evasive prohibited loan modification practices.
Shell point mortgage assigned single point of contact but single point of contact intension was to steer loan to foreclosure instead of giving proper modification offers or availability based on income and affordability. I applied modification but I never received any document on receipt of application - assigned single point of contact started foreclosure sale before giving affordable option for modification or even alternate options to foreclosure. SINGLE POINT of contact doesnt respond to any inquiry. SUPPOSED TO HELP HOMEOWNER.
Shellpoint mortgage serving also using evasive illegal modification practices as stated above - meant to help home owners. As of XX/XX/XXXX - I never received any notification of letter from shell point mortgage or single point of contact that there is upcoming sale of foreclosure of XX/XX/XXXX - this is violation of applicable laws and guidelines.
I only received notice from trustee- NOT servicer this is also violation of law. I applied for modification but never received any receipt.
I have XXXX XXXX XXXX XXXX XXXX past due since XXXX. Now shell point mortgage trying to foreclose my property after covid 19 restrictions ending.
Foreclosure Notice showing PAST DUE show {$750000.00} with last payment received XX/XX/XXXX ( invalid debt amount violation of statute of limitations apply ) original LOAN amount in foreclosure notice {$590000.00} with DUE date XX/XX/XXXX - Proof attached Foreclosure notice confirming payment date more than 10 years ago.
its already 10 years I need debt validation and accounting on debt involved here there is XXXX State Statute of limitations 8.3A-118 violation.
I filed new dispute but shell point servicing no longer responding to nay request its already past 60 days.
Previous disputes not provided any documents based on following laws : I uploaded response received stating I disputed debt but noting received regarding debt and XXXX State Statute of limitations 8.3A-118 violations.
RESPONSE RECEIVED ON XX/XX/XXXX stating that LOAN due for XXXX XXXX is barred by State Statute of limitations 8.3A-118 - 10 years.
LAW prohibits Shellpoint Mortgage to start LEGAL ACTION based on invalid and barred DEBT generated by NOTE.
FORECLOSUE ACTION IS UNLAWFUL DEBT INVOLVED IS BARRED - State Statute of limitations 8.3A-118- 10 years Limitations apply.
I disputed based on - verify the debt as required by the Fair Debt Collection Practices Act. The Fair Debt Collection Practices Act requires you to respect this request. See 15 U.S.C. 1692 ( c ). its already 60 days - no documents received Also requested RESPA information - its already 60 days - no documents received violation of RESPA Also sent this letter as a " Qualified Written Request '' under the Real Estate Settlement Procedures Act, 12 U.S.C. 2605, and Reg. X, 24 CFR 3500.21 of the United States Code. As you likely know, these laws provide substantial penalties and fines for noncompliance or failure to answer my questions provided in this letter I have XXXX XXXX XXXX XXXX mortgage past due since XXXX ( Loan is part of Mortgage crisis XXXX XXXX ) Due to lender involved in lending fraud my loan kept changing services - services always tried to foreclose using DUAL TRACKING while working on modification.
This loan is part of XXXX XXXX settlement and Investor : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AS TRUSTEE ( XXXX XXXX ) - trustee claimed and received {$1.00} XXXX. XXXX XXXX XXXX I have not paid any payments on mortgage since XXXX XXXX as there was no option available to pay monthly payment after - XXXX - Foreclosure Notice showing PAST DUE show {$750000.00} XXXX with last payment received XX/XX/XXXX ( invalid debt amount violation of statute of limitations apply ) original LOAN amount in foreclosure notice {$590000.00} with DUE date XX/XX/XXXX. Proof attached response from shell point response confirming its more than 10 years.
its already 10 years I need debt validation and accounting on debt involved here there is XXXX State Statute of limitations 8.3A-118 violation.
Following law applies on note : 8.3A-118. Statute of limitations. - 10 years note barred LENDER SERVICER and TRUSTEE ignoring statute of limitations CFPB foreclosure guidelines states servicer should honor state laws on statue of limitations.
I did disputes but lender or servicer doesn't respond I have also uploaded XXXX State Statute of limitations 8.3A-118 law document Shellpoint Mortgage should honor CFPB regard statute of limitations and cancel foreclosure pending investigation.
This is XXXX XXXX XXXX XXXX mortgage - lender using same illegal procedures Please start inquiry in practices of shell point mortgage servicing as it fails to follow XXXX State Statute of limitations 8.3A-118 Thanks, XXXX
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| 10/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On, XX/XX/XXXX, I received a transfer notice from Ditech Mortgage, effective XX/XX/XXXX my loan will be with Shellpoint Mortgage. On XX/XX/XXXX I sent a {$610.00} XXXX XXXX payment to Ditech Mortgage. The transfer letter states if you send a payment to us, Ditech Mortgage we will forward the payment to your new Mortgage company which is Shellpoint Mortgage.
So payments starts XX/XX/XXXX with Shellpoint Mortgage, keep in mind, I did send one XXXX XXXX payment in the amount of {$610.00} to Ditech, but moving forward I start sending my payments through the mail to Shellpoint Mortgage, XXXX XXXX XXXX, XXXX, OH XXXX.
On XX/XX/XXXX, I received a default letter from Shellpoint Mortgage stating the account was past due for {$2000.00}. My first thought was this can not be right or true because we just started this loan on XX/XX/XXXX, and my loan was current with Ditech Mortgage when it was transferred. Ditech Mortgage also mailed me a refund OVG check on XX/XX/XXXX for the amount of {$1400.00}. So I started to call Shellpoint Mortgage customer service department and they stated we have not made a payment since XX/XX/XXXX, only {$40.00} was posted for XX/XX/XXXX. I was very puzzled because, as of XX/XX/XXXX I had sent a total of 6 full payments to Shellpoint Mortgage. Then I did the math, that will be a around {$3600.00} in payments, I have already sent, mean while and Shellpoint was stating I owe {$2000.00} as of XX/XX/XXXX.
I kept calling Shellpoint customer service department for awhile, I spoke with XXXX, XXXX XXXX, XXXX XXXX ( no answer, left a message no returned call ), XXXX XXXX, ( no answer, left a message no returned call ). So one day I spoke with a representative by the name of XXXX, he ask do you know if the money orders have been cashed, I did not, so I called and traced the money orders, all of them had been cashed as of that date, before XX/XX/XXXX. Now, all of a sudden the money order I mailed on XX/XX/XXXX was returned in the amount of {$620.00}. So on XX/XX/XXXX, I sent a total of ( 3 money orders ) {$1000.00} ( not cashed as of XX/XX/XXXX ) plus {$100.00} ( not cashed as of XX/XX/XXXX ) plus {$130.00} ( returned to me the {$130.00} ). The reason I sent 3 money orders was because my sister and I spoke to a customer service representative on XX/XX/XXXX by the name of XXXX at extension XXXX, she stated if you send an additional {$130.00}, this will bring the account current. We sent the extra {$130.00}, and, in about two weeks I checked my mail the {$130.00} money order was returned.
Now, my thoughts were again, whats going on. So I looked back on my XX/XX/XXXX statement from Shellpoint Mortgage and it states {$2600.00} due ( for XX/XX/XXXX ) when the payments are {$610.00} each month, how is this possible, well Shellpoint Mortgage rolled the payment date back to XX/XX/XXXX, that right, Shellpoint started posting my payments for XX/XX/XXXX instead of XX/XX/XXXX, this will certainly cause my account to be past due.
Okay Shellpoint that is fine, but if you look at my XX/XX/XXXX statement from Ditech Mortgage, I paid {$850.00} on XX/XX/XXXX ; I paid {$620.00} on XX/XX/XXXX, and if you look at Ditech Statement it shows were I paid a total of {$1400.00} since that last statement, plus, if I were not in good financial standing with Ditech Mortgage Im 'm Ditech would have foreclosed and Ditech would not have sent me a REFUND OVG CHECK in the amount of {$1400.00} on XX/XX/XXXX. So, why is Shellpoint Mortgage posting my payments to XX/XX/XXXX???
I was/am very disappointed when I figured out what was going on because first, this affects my principal balance on my account. I would like for all of my payments to be posted to my account properly and I would like to see a change posted to my principal balance. I wonder how many other consumers are you doing this to, this is harassment.
Last week, XX/XX/XXXX, I decided to write XXXX several times and South Carolina Consumer Affairs, my XXXX complaint ID number is XXXX, my sister XXXX XXXX ID number is XXXX. I received a call about the complaints from XXXX XXXX, XXXX Dispute Resolutions Director and she stated that I can only file one complaint. XXXX also stated that I should not have sent that XXXX XXXX payment to Ditech Mortgage on XX/XX/XXXX, the night before her call, I had read online, that, if a payment is sent to the previous Mortgage, the previous mortgage company will forward the payment ( s ) up to 60 days of that transfer date. Why is XXXX XXXX posting my payments to XX/XX/XXXX but can not trace my XXXX XXXX payment for XX/XX/XXXX? I had an issue with Ditech Mortgage in the past about my XXXX XXXX payments and I had to contact a lawyer in order to get the matter solved ; so there is a possibility Ditech Mortgage could be holding on to that XX/XX/XXXX XXXX XXXX payment. I have not received a refund for the XXXX XXXX and XXXX states the XXXX XXXX was sent to Ditech Mortgage.
I also emailed XXXX XXXX, Director of Compliance Homeowner XXXX with XXXX XXXX on Saturday, XX/XX/XXXX, XXXX responded, she will get me an advocate to help me with the matter, but actually I need my payments posted so that my principal balance will be current.
XXXX XXXX, Compliance Department, Shellpoint Mortgage Servicing responded to the XXXX complaints, and XXXX stated the loan was due for XX/XX/XXXX.
Here is MY Breakdown of our ( XXXX and XXXX ) Payments : XX/XX/XXXX - {$850.00} - DiTech Mortgage XX/XX/XXXX - XXXX - DiTech Mortgage XX/XX/XXXX - XXXX - XXXX XXXX missing to DiTech Mortgage XX/XX/XXXX, XXXX XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX ( returned ) XX/XX/XXXX - {$1100.00} ( not cashed - in Shellpoint Mortgage possession ) XX/XX/XXXX - {$130.00} ( returned ) XX/XX/XXXX - {$720.00} ( returned ) XX/XX/XXXX - {$1200.00} ( not cashed - in Shellpoint Mortgage possession ) Total - {$8300.00} Returned - {$1400.00} In Shellpoint Mortgage possession - {$6900.00} with payments@XXXX per month since XX/XX/XXXX.
I also contacted South Carolina Department of Consumer Affairs, XXXX XXXX, she approved my complaint as of today, I just want to let the Consumers be aware of situations like this and learn from my experience. If you are having problems/issues with this mortgage company or any other business to express your issues.
Thank you.
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| 08/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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This complaint is about how ShellPoint Mortgage a company I believe to be an affiliate of XXXX XXXX XXXX. This Company has taken every step since XX/XX/XXXX to take my home rather try and help me to stay in my home. On XX/XX/XXXX I received a phone call from a Ms . XXXX who was appointed to be my Single Point of Contact ( SPOC ) ( see the attached letter in step 3 that describes on a recorded line in details ) the conversation between myself and Ms . XXXX but I will point out that Ms . XXXX told me on XX/XX/XXXX that my home was going to auction on XX/XX/XXXX. Since I had never experienced my home going to an auction I became devastated so I asked her how could this happen without me receiving some type of notice warning me of such action. Since Ms . XXXX I have had over seven SPOC assigned to my file. I have also included for your review some of the letters that I received from each one of my SPOC stating that my file was incomplete as well a two letters that stated that my file was completed and that I was protected from having my home foreclosed on. The letter even said that my State Laws my supersede ShellPoint Mortgage 's foreclosure protection. So immediately went to the Department at my County Office that handle the home auction and showed them the letter my county Office then informed me that either ShellPoint Mortgage or XXXX XXXX XXXX XXXX which is ShellPoint Mortgage lawyers ( they are located in XXXX, NJ ) would have to reach out to them in order for my home to be pulled off the list. I came across and article from the XXXX XXXX dated XX/XX/XXXX in which they highlighted how " XXXX XXXX XXXX destroyed documents as borrowers tried to save their homes, suit says. A new lawsuit says XXXX XXXX XXXX misled borrowers trying to hang onto their homes, pushing them into foreclosure while it enriched itself off a federal mortgage-modification program. '' This is exactly what is happening to me please see the atached documents you will see that ShellPoint for over a year and a half after I presented documents month after month that showed that my hardship was over and that I was able to go back to making my monthly payments continue to say that I was missing documents which allowed the amount that I owed to continue to increase. In XX/XX/XXXX in order to stop the Sheriff 's Sale I was advised to file a Chapter XXXX Bankruptcy. I did so because 1 ) I wanted to keep my home for me and my family and 2 ) I wanted to pay my debt. Even while I was in a Chapter XXXX that I later dismissed because my income continued to increase which meant that I was even more capable and in a better position to fulfill my financial obligation to ShellPoint Mortgage. I remember being in Bankruptcy court in XXXX, NJ I believe it was on XX/XX/XXXX before the Honorable Judge XXXX XXXX when I informed him that I was in a Loan Modification he on the record while both my trustee representative and a representative from XXXX XXXX XXXX XXXX was present that " Doesn't Federal Laws protect her if she is a Loan Modification '' I believe that is that he was referring to is called " Dual Tracking ''. In XX/XX/XXXX, see ( attached documents in step 3 ) I received and email from my SPOC Ms. XXXX XXXX and prior to the email I contacted Ms. XXXX by p hone where she informed me that my investors XXXX XXXX was willing to reinstate the loan if I contributed {$20.00} XXXX dollars on XX/XX/XXXX another SPOC said I needed to come in with {$10.00} to {$15.00} XXXX dollars by the end of the day. While visiting my then lawyer Mr. XXXX XXXX who is located in XXXX NJ I reached out to Ms. XXXX XXXX just to confirm the {$20.00} XXXX dollars reinstatement. In XX/XX/XXXX I was able to see where I could come up with the {$20.00} XXXX dollars that was needed. I knew I had {$15.00} XXXX dollars of my own so I reached out to the XXXX XXXX located in XXXX XXXX NJ, Ms. XXXX XXXX. I referred Ms. XXXX to Ms. XXXX. Ms. XXXX referred her to ShellPoint 's Escalations 's department. ( see email in step 3 ) still to this date ShellPoint has not responded back to Ms. XXXX. I also reached out to XXXX XXXX in-fact a Mr. XXXX called me because I had called XXXX XXXX he told me that XXXX XXXX would be willing to work with me but that he couldn't speak with me because I was in an active bankruptcy, I told him I was not he then told me to fax him proof, I did and when I tried to call him back XXXX who answered the phone on several occasions told me he was unavailable. Because I am trying so hard to keep my home for me and my family on XX/XX/XXXX, I reached out to XXXX XXXX again because I wanted to see if they could provide Ms. XXXX with information she needed that when XXXX who answered the phone say to me that XXXX XXXX was no longer my investors that they had sold my loan in XXXX. I said well why didn't I receive something regarding this claim she didn't know. And when I asked her who did they sell my loan to she said she didn't know please check XXXX XXXX 's recorded line. Lastly, on XX/XX/XXXX XXXX XXXX XXXX XXXX in a phone conversation with the XXXX XXXX XXXX Judge said that ShellPoint is denying my loan because my debt ratio is 68 % how could that be when my monthly income is over {$4000.00} dollars. .I strongly believe this is being said because I found a way to come up with the {$20.00} XXXX dollars that was the first condition so now ShellPoint need some othe reason to take my home. ShelPoint continue to base their decision off my income during my renegotiating stage which was XXXX, XXXX, and XXXX of the this year rather than to except my income from XXXX until now. In- fact those were the only documents Shellpoint has ever used in these 1 1/2 that I have being sending them documents to come up with a decision during my loan modification. Because I was so stressed out I wrote to Congresswoman XXXX because I watched her when she was questioning Secretary of Hud -Mr. XXXX XXXX around this same matter ( see attached letter in step 3 ) to point out to her how my Loan Servincing Company is doing the same thing to me that they homeowner in her district were facing. I closing I would like to thank the Consumer Financial Protection Bureau for allowing me to share my experience and frustration with a company that perhaps care nothing about consumers. I hope to hear from you soon.,
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| 04/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I am a XXXX homeowner with a 30 year fixed mortgage with no escrow, set up with auto-payment by EFT to ensure that payments are never late and I will always have my home. I have maintained full hazard insurance on my property with no gaps in coverage for the life of my mortgage.
1. Placement of LPI in Error - Shellpoint assumed servicing of my loan from Ditech in XX/XX/XXXX. In the last two months of my XXXX home insurance policy, XXXX wrongly claimed that my insurance expired ( ref. letters dated XX/XX/XXXX & XX/XX/XXXX ) and that they plan to buy lender-paced insurance ( LPI ) if evidence of coverage is not provided. Though I personally submitted insurance Declarations via their web portal and my agent also confirmed full coverage, Shellpoints letter ( of XX/XX/XXXX ) claimed to have not received proof and that it has become necessary to place LPI on my property. Two weeks later ( XX/XX/XXXX ) XXXX acknowledged my insurance coverage, cancelled the LPI and stated that if there had been no lapse in coverage, I will not be billed or the amount previously paid will be returned to my account in full. This never occurred.
2. Inflated Cost Debited I became aware this LPI error had not been corrected when a Shellpoint letter ( dated XX/XX/XXXX ) claimed that my XXXX payment was past due, which can not happen with my auto-EFT. My bank confirmed timely payment so I immediately called Shellpoint ( on XX/XX/XXXX ) to contest and was informed that an escrow had been added that increased my payment from the {$1500.00} it had always been. I later found on their website a Payment History which showed they had debited my account for {$770.00}, the cost for 76 days of LPI. Though I maintain that I owe nothing for their duplicative LPI coverage, I also must dispute the amount of their escrow debit. Based upon the dates of Shellpoint letters regarding their plan to buy insurance, the LPI XXXX if it was ever purchased ), most likely could have been in effect only 17 days at a cost of {$170.00} ( for XX/XX/XXXX to XX/XX/XXXX ).
3. Retaliated When Disputed Only FOUR days after my XX/XX/XXXX call to dispute my payment being deemed late, Shellpoint sent their first threat of Foreclosure ( dated XX/XX/XXXX ), including a package requesting voluminous personal financial information. Note that as of the end of XXXX, the dollar amount of our dispute should have been less than {$200.00} and it should have been a trivial matter to correct, waive or compromise. Unaware of their foreclosure mailing, the very day I called back ( XX/XX/XXXX ) after the holidays to again contest the LPI & Escrow, Shellpoint retaliated by applying a series of accounting changes that caused each of my XXXX timely payments to be intentionally delayed as Unapplied or be misapplied, and then designated as Late.
4. Accelerated Escalation To Default This accounting scheme Shellpoint applied in XXXX enabled them to assess five Late Charges ( of {$76.00} each ) in four months, three charges for disputed LPI Escrow ( of {$64.00} each ), and delays crediting my on-time P & I payments ( forXX/XX/XXXX-XX/XX/XXXX ) as Unapplied Partial Payments they deemed as Late. After that initial foreclosure threat sent just 2 weeks after their first notice of a ( designated ) late payment, Shellpoint again threatened foreclosure on XX/XX/XXXX. While I was challenging the LPI & Escrow problems in good faith with customer service, Shellpoints misapplication of my XXXX P & I payments caused my monthly payment to balloon from its regular {$1500.00} to their claimed {$3200.00} for XXXX and {$3200.00} for XX/XX/XXXX. And after a 16 year history of on-time P & I payments to date, Shellpoint declared my loan in Default on XX/XX/XXXX and again on XX/XX/XXXX, now demanding {$1800.00} by XX/XX/XXXX to cure the default they engineered.
5. Discrimination Against The XXXX Shellpoint provides no designated representatives nor effective training for their associates to effectively assist the XXXX, as my requests for even minor accommodations were routinely denied. I spoke with 10+ front-line reps from various departments in multiple attempts to understand and remedy the escrow problem that became evident at years end. I advised each of my XXXX ( XXXX XXXX and XXXX XXXXssues ) which limit my XXXX and ability to XXXX in XXXX. I consistently requested a XXXX XXXX or someone empowered to help me to either correct / resolve or to formally dispute the aforementioned issues. I was consistently passed from department to department or outright misinformed, including twice that the LPI/escrow error was found and corrected in the computer with my account soon to be credited. One representative advised that I ask the delivery folks who bring me groceries to help me write a letter and mail it to Shellpoint to formally preserve my rights. This is NOT an acceptable level of support for Shellpoints XXXX borrowers, who deserve full and equal access to essential services such as error correction and dispute resolution. The companys associates I dealt with seemed uninformed, poorly trained or apparently would say anything to delay resolution, while behind the scenes Shellpoint concurrently executed a highly accelerated scheme to punish me financially, damage my credit, and rapidly declare default to eventually take my home.
I now perceive that Shellpoints willingness to assist the XXXX or correct their errors is severely lacking. The sole result evident from my attempts to obtain assistance was the wasting of precious weeks - while concurrently they act to rapidly force me deeper into their fees trap to impose onerous fees they adopted after taking over from Ditech, by which they may assess fees of {$20000.00} if they litigate against a borrower plus {$35000.00} to compensate their attorney ( versus Ditechs fees of {$350.00} and {$30.00}, respectively XXXX. I am now scrambling to enlist allies to assist me to protect my rights & interests and to thwart their intents. My mortgage had a consistent history of on-time payments from XXXX through mid-XX/XX/XXXX when Shellpoint unilaterally re-cast this loan from performing to delinquent, even issuing foreclosure threats just TWO weeks afterward. I view this corporate behavior as blatantly predatory and inherently discriminatory to this XXXX borrower.
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| 12/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX # XXXX. / XXXX We are the XXXX family and have a residential mortgage with no penalties for early payoff. On XX/XX/XXXX, we paid {$100000.00}, which is the full principal balance on our mortgage. Prior to paying this, we requested a payoff quote on XX/XX/XXXX from XXXX. Pursuant to that payoff discussion, XXXX cashed our {$100000.00} check on XX/XX/XXXX.
Subsequently, NewRez/ShellPoint provided wholly inconsistent information and refused to answer questions. Although we called the XXXX number for information, we were told our situation had to be researched. Representatives failed to call back, and in the meanwhile, your company continued to charge interest under a fictional scenario that our mortgage was now in arrears.
We have received conflicting and erroneous payoff quotes from NewRez/ShellPoint : XXXX. A payoff quote sent on XX/XX/XXXX to an inbox at ssa.shellpointmtg.com ( without notifying me ) says that an additional {$410.00} was owed by XXXX for interest ( XX/XX/XXXX XX/XX/XXXX ) plus a {$50.00} unspecified fee.
XXXX. A mailed statement dated XX/XX/XXXX, said that, in fact, the amount due from XXXX was {$0.00}.
An XX/XX/XXXX mortgage statement, indicated that the maximum interest due for XXXX would be {$370.00} ( not {$410.00} ) XXXX. My telephone calls to XXXX resulted in no information. At least XXXX calls between XXXX and XXXX, resulted in long hold times and a final determination by the customer service representative that they would need to research our question, and call us back. No one called us back.
On XX/XX/XXXX I began to realize something was very wrong. At this time I spoke to XXXX XXXX and was referred to supervisor XXXX XXXX. XXXX XXXX told me their system was showing {$50.00} due ( as a prerequisite to closing out this loan ). But she wasn't sure this was correct. To confirm, XXXX XXXX promised to call me back. XXXX XXXX did not call me back.
On XX/XX/XXXX, I called XXXX again at XXXX. On this date, I spoke to XXXX XXXX. She refused to verbally provide information about how much or where to send funds to complete a payoff. After putting me on hold for a very long time, she finally provided XXXX payoff quotes via a secure message located at ssa.shellpointmtg.com. ( In order to access this website, it is necessary to set up a password, provide authenticating info., etc. ). The first quote ( dated XX/XX/XXXX ) was sent at XXXX pm and lasted until midnight ( XXXX ) ; it showed {$980.00} additional interest calculated and owed by us. The second, ( valid for XXXX hours from XX/XX/XXXX to XX/XX/XXXX ) showed {$1100.00} interest calculated. Neither interest calculation makes sense. Since XX/XX/XXXX, XXXX has XXXX in possession of the full principle balance on our loan ( see XXXX dated XX/XX/XXXX ) and there is no more principal on which to calculate interest.
INCONSISTENT, CONLFICTING PAYOFF QUOTES and INSTRUCTIONS : As described above, until XXXX XXXX XXXX on XX/XX/XXXX, I was blocked from getting any information from the company on how to close this loan out. Instead, I was provided with deliberately, inconsistent information. Moreover, on XX/XX/XXXX, I navigated to NewRez other website ( servicing.newrez.com ) which is different from ssa.shellpointmtg.com where this company sometimes sends secure messages. After completing the enrollment process ( which takes a long time ), I navigated to a tab for an instant payoff quote. There, as of XX/XX/XXXX, the website at servicing.newrez.com shows my payoff quote as {$1000.00} ( consisting of {$95.00} in fees and {$940.00} interest. ) It says I should send an ACH/wire to XXXXXXXX XXXX for a payoff. This information conflicts with the ssa.shelpointmtg.com secure message payoff which says I have XXXX hours on XX/XX/XXXX to pay {$980.00} interest that should be wired to XXXX Bank.
On XX/XX/XXXX, we sent a {$460.00} wire to : Bank : XXXX, XXXX Number XXXX, Account XXXX, Account Name : New Rez, Reference XXXX / XXXX. Once I realized that NewRez/ShellPoint was refusing to cooperate, I decided to use this wire method, and write a letter to you to file this complaint.
In summary : We paid the full loan principal balance on XX/XX/XXXX. On XX/XX/XXXX we paid an additional {$460.00} via XXXX wire, which includes all unpaid XX/XX/XXXX interest ( {$370.00} ) plus {$86.00} more. After phone representatives deliberately strung this out, I had to set up XXXX accounts ( XXXX at ssa.mssa.shellpointmtg.com and another at newrez.com ) just to get basic information. We still do not know if this mortgage is considered paid off. But holding our principle balance and not applying it to our mortgage while continuing to charge interest is a clear lack of good faith.
Enclosed is : XXXX. XX/XX/XXXX mortgage statement. {$900.00} monthly payment, due XX/XX/XXXX of which {$370.00} is interest XXXX. Proof of principle payment {>= $1,000,000} cashed XX/XX/XXXX by this company Payoff quote dated XX/XX/XXXX showing {$410.00} as interest still due through XX/XX/XXXX plus {$50.00} fee ( unspecified ) XXXX. XX/XX/XXXX mortgage statement showing {$0.00} due, and partial payments unapplied.
XX/XX/XXXX loss mitigation communication to XXXX from NewRez threatening foreclosure and ways to avoid foreclosure XXXX. XX/XX/XXXX screenshot of website where XXXX XXXX loan payoff quotes could be accessed. ( ssa.shellpointmtg.com ). In order to access this customers have to sign up for an account and provide personal information and go through authentication processes.
XXXX. XXXX payoff quotes sent by XXXX XXXX on XX/XX/XXXX ( {$980.00} and {$1100.00} ). These last only XXXX day and amounts are arbitrary. The mailing address for paying these amounts is XXXX XXXX XXXX, XXXX XXXX, XXXX, SC. The XXXX/wire address is for XXXXXXXX XXXX XXXX both of which are different from the regular mailing address for other loan payments and the website data for payoff requests. Customer service reps refused to clarify discrepancies as to where to send/how to send.
XXXX. Loan payoff quote as of XX/XX/XXXX ( {$1000.00} ) per NewRez website, which is different from the payoff letters sent via ssa.shellpointmtg.com XXXX. Proof of {$460.00} payment made on XX/XX/XXXX ( XXXXXXXX XXXX account wire transfer ) that includes the {$370.00} interest through XX/XX/XXXX.
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| 08/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My father passed on XXXX XXXX and he was half owner of my home with me as the other half owner. Shortly after that Hurricane Ida hit where I live and caused a good amount of damage to my home and I received insurance money that totaled almost XXXX XXXX. I had to have the payment go through my mortgage company Shell Point Mortgage company with my insurance payments due to being in the rears on my mortgage. At the time of Ida hitting, I had no idea that my home had fallen into foreclosure until my mother was served on XXXX with a notice of seizure. Keep in mind that I am no on the phone everyday with my mortgage company lost drafts department every day or every other day because there was issue after issue as to why they could not reimburse me for the roughly XXXX that I had paid to start demo etc. while waiting on reimbursement from Shell Point. XXXX XXXX XXXX was me point of contact in loss drafts department at Shell Point Mortgage Company. XXXX XXXX would always remind me that we were on a recorded line every tine we spoke, which seemed a little strange. XXXX XXXX was even trying to get me to produce documents to prove that I paid any labor out to a guy that was helping me at first. I had materials receipts and invoices from the guy that was paid to help me and I submitted them to XXXX XXXX as she requested for every document, receipts etc and it still took me almost 6months to receive a check for roughly XXXX from Shell Point Mortgage Company and it was not until in XXXX of XXXX when I finally received the remaining moneys from Shell Point Mortgage Company . It took me speaking to a different rep. at XXXX loss drafts department to find out that the invoice that XXXX XXXX was claiming at first was missing and holding up my payment from XXXX, that was after he processed my next payment for me and bypassed XXXX XXXX. XXXX XXXX also used the excuse about my home being with XXXX XXXX XXXX XXXX being difficult to get them to approve to receive my insurance money, etc. I did not pay it much attention until later when I would receive a letter in the mail that was telling me that I had 5 days to vacate the property, etc. it was dated XXXX XXXX. I did not start speaking with the loss mitigations department about the foreclosure matter until roughly 4 months into dealing with the loss drafts department about my foreclosure matters. I was never served as one of the owners of the home until XXXX XXXX by a XXXX XXXX XXXX deputy. I was served with the original copies that my mom was served on XXXX XXXXand attached to the top of the notice of seizure was three sheets that were extracted from my fathers succession. My mothers Attorney held he succession open over one year and kept saying that my situation with my home was why he was holding the succession open. Going back to XXXX XXXX there was a sale date set for XXXX XXXX that was canceled supposedly per XXXX XXXX. XXXX XXXX XXXX XXXX. and I received and email that was signed by Attorney XXXX XXXX with XXXX XXXX and as I was told, Shell Point Mortgage Company they hired XXXX XXXX XXXX and XXXXXXXX XXXX was the only people that could give any instruction to put a hold on my sale date or to move forward. XXXX XXXX I called and the rep. @ XXXX to inquire about a sale date or XXXX, the rep. lets me know that the sale date was just updated on XXXX XXXX. Never being served anything about XXXX XXXX. But on XXXX XXXX my home accidentally sold at the Sheriffs sale and on XX/XX/XXXX, a relator by the name of XXXX XXXX came to my home and said that she represented XXXX and she was here to offer me a check for XXXX and I could leave in 30 days etc. or she would be back in 5 days with the Sheriffs to put my belongings to the curb. I di not agree with either of of the two and she left my home. On Friday XXXX XXXX ( XXXX XXXX ) I received a call from XXXX named XXXX XXXX XXXX informing me that that listened to and read my and emails and she informed me that as of XXXX XXXX the Sheriffs sale of my home was being recened, she would not want to be in my shoes, blah, blah. XXXX is supposed to refigure the amount due on my home after they subtracted a lot of fees that had been wrongfully billed for. XXXX XXXX and myself even talked about a charge off of my loan and a small cash settlement for the financial debt that has occurred behind the situation with XXXX holding my insurance money way too long and the fact that my home was wrongfully sold on XXXX XXXX. I have only been able to speak with XXXX XXXX two times, once on XXXX XXXX and the second time was XXXX XXXX and she has not returned a phone call or an email from her since then. I spoke to so many reps. at XXXX and no one had ever seen anything like this ever and they still do not see in XXXX system that there was ever a sale set in XXXX at all. They only see a note added to my file that says that there was a rescission of my loan on XXXX XXXX. After being served on XXXX XXXX I noticed that all the paperwork from the Sheriffs and clerks office all had XXXX XXXX XXXX XXXX on them and not XXXX. My home owners insurance was recently paid by XXXX and XXXX is who I have always spoken to about my home etc. XXXX XXXX XXXX XXXX is actually listed at the clerks office as filling the suit for foreclosure, not XXXX. As of today, I was served another notice of seizure with a sale date of XX/XX/2022 but XXXX has nothing on file about a sale date at all. I really believe that I have become a victim of mortgage fraud the crossed over state lines and took several attorneys, several Judges, XXXX XXXX XXXX ( XXXX XXXX ) at XXXX XXXX XXXX XXXX XXXX ( handled the succession for my mother ), XXXX XXXX Clerks of courts office, XXXX XXXX XXXX XXXX XXXX and Attorney XXXX XXXX who represents the XXXX XXXX XXXX. XXXX XXXX XXXX has refused to speak with me since I was served some doctored up " true copies '' of the original set of the notice of seizure on XXXX XXXX. XXXX XXXX XXXX now claims that they do not have me listed in their files as being an owner of my home, after months and months of them freely emailing me and having phone conversations with me about everything that we had been through with my father passing, Ida, the insurance money etc. now they just can not speak to me!!! I need help please!!!
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| 12/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I have already submitted complaint XXXX and XXXX XXXX XXXX response seemed to miss the point completely (perhaps they dont want to face the actual point). The complaint is not about their servicing of the loan. I understand that the escrow payments must go up according to how much money is needed for taxes and insurance and that is out of their hands and they only collect the necessary amount. The complaint was always about applying for and closing on the loan with XXXX XXXX XXXX and them GETTING THE FINAL NUMBERS INCORRECT that I signed at closing and was qualified for. They qualified me at a lower payment than what the payment actually was and I was incorrectly informed of the taxes on the home, etc. This has caused my payment to increase by MORE THAN 18% (nearly 19%) in less than XXXX months on a XXXX-year fixed! It is unethical and hurts consumers to qualify consumers on a loan at a lower payment than what the actual payment should have been calculated as. The only explanation for my payment going up so high is that they gave incorrect numbers at closing. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I did not want to name names because I thought that many people at XXXX XXXX may have been involved but, since XXXX XXXX missed the point in the first complaint, let me say at the outset that my mortgage loan officer was XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX and the loan processor was XXXX XXXX or XXXX XXXX (I believe her name may have changed but I'm not sure which is correct). However, there were others involved as well. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Here are the simple facts: Since I closed on the loan, the assessed value of the home for tax purposes increased from $XXXX to $XXXX and the tax rate in XXXX XXXX increased from 1.13% to 1.15%. This equates to $XXXX more per year in taxes or $XXXX per month more. My homeowners insurance has increased from $XXXX to $XXXX, or $XXXX more per year or $XXXX per month more. In total, the combined increase in taxes and homeowners insurance (which are the only two things paid for from escrow) is $XXXX per XXXX more or $XXXX more per XXXX, or a 2.17% increase. HOWEVER, the actual increase in my payment is a whopping $XXXX per XXXX or $XXXX per month, an 18.87% increase. I understand there may be small shortages that cause the payment to go up a little higher than the increase in taxes and insurance, but only a huge shortage and a huge increase could cause it to go up by 18.87% in XXXX months on a XXXX-year fixed and why was there a huge shortage and a huge increase? Because XXXX XXXX XXXX GOT THE NUMBERS INCORRECT THROUGHOUT THE LOAN PROCESS, INCLUDING AT CLOSING, AND QUALIFIED ME ON A PAYMENT MUCH LESS THAN WHAT MY PAYMENT SHOULD HAVE BEEN CALCULATED AT. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Here is a thought to consider: Has XXXX XXXX XXXX created a junk loan? If they were to sell this loan to another bank, would they disclose that I was qualified on a completely incorrect payment? You see the problem? _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ So, why was the escrow analysis so far off initially which caused me to qualify for a loan I may have never qualified for? My XXXX taxes were estimated at $XXXX, 50% of what they should have been estimated at. The excuse was that the previous owner had some rare tax exemption status that allowed him to pay only 50% of property. While he did have a 50% tax exemption, it is a common tax exemption for senior citizens in the county, not rare. Therefore, it seems to me that, when XXXX XXXX XXXX saw that the previous owner was only paying 50% of their taxes, they took advantage of it because they knew it would help me qualify for the loan. Again, this tax relief status of the previous owner is not particularly rare as they claimed. Also, anyone who looked at the numbers (and numerous people at XXXX XXXX did) and deals with real estate in the area would have noted those numbers were far off. Additionally, more than once during the process, my wife pointed out that the taxes were much lower than she had expected and questioned whether they were correct and the loan officer confirmed that they were correct. We went over the numbers many times. Regardless, I qualified for this loan at a much lower payment than I am paying now. If it was an honest mistake (which seems unlikely), it was still their mistake and I can no longer be held liable for it. Yes, taxes increase and home valuations increase and I can always expect my escrow payments to increase slightly year after year. But when you consider any reasonable expectations of tax increases, a correction of this initial mistake increases my estimated payments over the life of the loan over $XXXX. At the time all of this happened, XXXX XXXX claimed there was nothing they could do, that these things happen, that I would have to be responsible for this, etc. I had no idea how to represent myself, what could be done in this situation, etc. Unfortunately, my real estate agent neglected his fiduciary responsibility to represent me and help me deal with this situation. Therefore, eventually, I just accepted it and took no further action because XXXX XXXX made me believe that I was responsible and there was nothing they would do to make things right. When my payment increased again this month, I couldnt take it anymore, and I spoke with people who knew more and they were so shocked that something like this could happen. I tried reaching out to XXXX XXXX to rectify this matter and give them one last chance to make things right before I filed this complaint, but I was not taken seriously nor put in touch with anyone that had the power to rectify this matter.
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| 06/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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An initial complaint was made against this company Complaint ID XXXX submitted on XX/XX/XXXX. This finally allowed me to understand what was the primary reason why the company has been holding up the PMI Removal process. Which was stated that " substantial improvements '' were not made on the property. I then contacted the appraiser who did the inspection of the property and he verified that the property has had substantial improvements but he didn't put those exact words in the report. I than Reached out to XXXX XXXX who was noted in the letter who responded to the previous complaint. She allowed me to show the substantial improvements, dates, and receipts. These improvements where substantial including the list below : Listed below is improvements/updates noted on the report : - 2 new water heaters ( replaced previous two water heaters ) improving efficiency - plumbing upgrades - bath fixture updates - Electrical upgrades - new HVAC heating system - interior flooring - addition of office spaces ( framing, drywall, and electrical ).
Additional substantial improvements not noted.
- Removal of pond - Addition of railing on front enterance So as you can see, there has been more than 5 improvements, and majority of them are major necessity functions improvements. Attached are the receipts of some of the repairs. Not all repairs I have the receipts for, but will list the price I paid per the bank statements.
2 water heaters- $ XXXX XX/XX/XXXX and XX/XX/XXXX Bath fixtures- {$920.00} - XX/XX/XXXX, XX/XX/XXXX, XXXX note that this is fixtures installed by cert. plumber and others I manually installed myself.
Electrical upgrades removing of Older wiring and addition of ceiling fans and upgrading wiring. This is substantial improvement cause all wiring is new and most efficient and safest - {$2200.00} - XX/XX/XXXX, XX/XX/XXXX New HVAC - $ XXXX XX/XX/XXXX - this improvement was substantial cause we replaced a old HVAC with a more efficient upgraded gas HVAC.
We replaced the flooring on 3 rooms replacing it with hardwood flooring - {$1900.00} - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - this is substantial cause it is replacing carpet with hardwood flooring.
We also added additional office spaces/rooms/workshop - {$4800.00} - which are substantial improvements and changes to the house.
Removal of pond - {$250.00} - this was a pond in the front yard which was removed and created a substantial change to the dynamics of the front yard and improvement.
Addition of a railing - XX/XX/XXXX - {$370.00} - this is a substantial change to the front main entry to the house.
We also added additional office spaces/rooms/workshop - {$4800.00} - which are substantial improvements and changes to the house. XX/XX/XXXX and XX/XX/XXXX Removal of pond - {$250.00} - this was a pond in the front yard which was removed and created a substantial change to the dynamics of the front yard and improvement. XX/XX/XXXX I then waited for the response from her and the PMI Department. I emailed and tried to contact on a regular basis because I wanted to answer questions and verify information. we both also knew that the 120 day timeframe that initial appraisal was usable was XX/XX/XXXX. As the weeks went on I heard nothing, no updates to report and there was a feeling of intentional delay. And then I get an email that completely contradicts the initial response letter that I met LTV, but not substantial improvements. When I pushed back on this and showed the letter, she came back with it is denied due to lack of substantial improvements, when I asked what was the criteria or the policies they were referring to that the work done was not substantial. No information was given. And no responses after multiple attempts, and then as I feared they stalled until the XX/XX/XXXX timeline passed. Than on XX/XX/XXXX XXXX definition of " substantial improvements '' the definition fit the actions and improvements give to them by XXXX. But they denied me again for some odd reason and this was given to me 2 days after the XX/XX/XXXX deadline. the definition " Per XXXX 's less than 2 year : The borrower must provide details to the servicer on the property improvements made since the mortgage loan 's origination. Improvements that increase value are typically renovations that substantially improve marketability and extend the useful life of the property ( e.g. kitchen and bathroom renovations and/or the addition of square footage ). I then start getting a lot of emails, phone calls, and letters pushing me to refinance my loan with their company. The time frame of our communications are below : Okay, so this is not a written request. This is a continuation of a conversation we have been having which is conflicting information.
XX/XX/XXXX an appraisal had been done.
XX/XX/XXXX a letter was written that I met LTV of the loan but didnt meet the substantial improvements requirement.
XX/XX/XXXX spoke with appraiser and he said that improvements and substantial improvements were self-evident.
XX/XX/XXXX spoke with you directly and spoke about the substantial improvements.
XX/XX/XXXX You reached out to a different department they stated to email improvements and recipients and time periods.
XX/XX/XXXX I emailed you the information.
XX/XX/XXXX I checked in via email.
XXXX XXXX called tried to be transferred left messages multiple times XX/XX/XXXX sent another email to check in Email response back on XX/XX/XXXX your reply : According to page 14 of the attached appraisal, the estimated value of {$130000.00} is unchanged and the PMI cancellation request has been denied.
Which wasnt what we were trying to make a determination on and in previous letter sent see attachment, you stated I met LTV requirements. Which counteracted your letter to the CFPB.
XX/XX/XXXX tried to contact you and a 30 day rule was informed to me. Which has never been stated to me at any point. And prior XXXX to this responses were reasonable and responsive/informative.
XX/XX/XXXX, XXXX stated will call back as soon as possible ... No call back came.
XX/XX/XXXX " I am working with the PMI department to get there requested information '' XX/XX/XXXX deadline passed XX/XX/XXXX, XXXX DEFINITION were provided
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| 10/18/2022 |
No |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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In XXXX I was notified Shell Mortgage regarding a few concerns I had regarding my contractual agreement that included the loan, the escrow, zoning, late fee charges and zoning. I requested to have an audit from from at the time I purchased the home to the the current date which was in XXXX of XXXX. I was told by an agent that I would be getting the forms through mail. I wait 30 days and did not receive any mail regarding the audit. I then reached out to the corporation about another request of receiving an audit. I was told to send an email and request an audit and I sent out the email and requested the audit. I was not sent any forms of documents. I then called and spoke with another agent and her name was XXXX. After speaking with XXXX, she stated that she sent in the message per my request to receive documentation on the audit. I waited again another 30 plus days and did not receive any of the forms I requested. Within late year XXXX of XXXX I then contacted the corporation once again and informed the agent that there were two many discrepancies about the escrow, late charges and other add ons such as the flooding insurance that was required. And to send me documentation of all contractual agreements that showed the zoning that was done upon the home which also showed the classification zone was placed within and including the dates the zoning was completed. Due to the fact I was told the escrow fees were going towards the property taxes and these fees were being paid towards my property taxes. I informed the agent that I had been paying my own property taxes for the last 20 years and it was therefore I needed validation of receipt that would provide proof that the escrow fees that I had been paying out went directly towards the property taxes. I continued to reach out to the corporation all of XXXX and XXXX and they refused to answer the phones and if they answered the phone I would consistently be told by the agents that I was speaking with the wrong department after speaking with the previous department and being transferred to those very departments only to be told I was within the wrong department and because I was on line with the wrong department they were not able to transfer me. Due to covid their hours were unknown. Between XXXX, XXXX XXXX and XXXX I continued to reach out to the corporation with the very same issues. I continued to request for full contractual agreements, Proof of fees that I payed within the Escrows went toward my property taxes, proof of zoning ( that was done ) to conclude the property was within a flooding area. I also requested a full disclosure of the finance charges and several documents that was requested was ignored. I sent many letters again requesting the very same information and all documentation requested was ignored. On XX/XX/XXXX there was a automobile that ran into my home and after speaking with the insurance owner of the vehicle their offer was extremely low for the damages of the home and I informed them I would be contacting my insurance company regarding the issue. I contacted my Insurance company regarding the damages and submitted the claim. They informed me that it would be a 45 day waiting period for the investigation of the claim. They also informed me if any additional information was needed they would contact me by telephone and or mail. I confirmed all contact information and provided them with my sons telephone that could be used as a secondary telephone number just in case I was unable to be reached. During the 45 days waiting period I had not heard anything from them. I contacted them 4 days after the waiting period. I was then told that the finalized report had been completed and they were sending a check within the mail and I should give it about 7 business days to receive the large sum of money. The agent allowed me to know the amount after asking what was the amount that would be sent. The agent provided me with the number and I declined the offer. The agent then replied is this not enough for you? I informed the agent he should be mindful of the very words he use because it was not about the numerical value it was to about the correcting of the home and providing the proceeds to correct the issues at hand. When I then requested to speak with someone about the claim I was again transferred more then 10 times and placed on hold for more then 2hours until I eventually hung up. I reached out to the draft department and as told that I was calling the wrong department and was transferred many many times. When I finally was able to speak with someone she would not allow us to continue speaking on the phone stating we were calling the wrong department and she was not able to assist me and it was my issue that I was calling the wrong department. I informed the agent that I did not receive any forms of documentation regarding the claim and I spoke to the only agent about the claim that I did not get any documentations about the finalizing of the claim and no decisions could be made on any agreements without consulting me first. It was then I was sent the documents of the adjuster that showed only the amount that was being provided and only the value of the home before and after the incident. All other forms were deliberately withheld and blocked off. I then continued repeatedly to reach out to the corporation and I was not able to get in touch with anyone. I have since the claim submitted ( XX/XX/XXXX ) been hung up on, transferred from department to department and each department I was told I was on the phone with the wrong department and when I refused to disconnect the call I was placed on hold until I was hung up on. I have been attempting for the past four years to resolve simple matters with the organization and for the four months been attempting to resolve a claim and I have been deliberately ignored, dismissed and hung up on. Until recently I received a check within the mail that they stated they sent one month ago, asking me to sign the check and wavier and return them the documentations and this was after sending a notification by mail explaining to the organization of their poor services they have provided, are providing and continue to provide.
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| 06/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern : I have attempted to rectify an issue with Shellpoint Mortgage where they inaccurately reported my mortgage payments for XXXX and XXXX to be late.
After five months if contacting Shellpoint regarding the matter, my credit was updated to reflect no missed payments.
However, Shellpoint failed to provide appropriate documentation to have a XXXX XXXX and XXXX XXXX to update my accounts to have my credit cards restored which was terminated or lowered due to the inaccurate report.
I have filed a report with The CFPB nd XXXX which got them to fix my credit, but that was half the battle. The second part s the appropriate documentation to submit to XXXX and XXXX XXXX to restore my outstanding credit. Please see attempts below to resolve with Shellpoint.
Email to President XXXX XXXX and Compliance Manager XXXX XXXX XX/XX/XXXX : Good afternoon all, Under advisement from an attorney who advised me to allow more time for Shellpoint to respond with corrections from a simple mistake, but you guys have failed to do so.
Before involving the legal system, I have been advised to take measured steps as required by law to resolve the issue with Shellpoint.
I received a letter from Ms. XXXX on XX/XX/XXXX, that still placed the blame on me, stating that if this happens again, Shellpoint will not be willing to take the necessary steps to correct the issue ( AGAIN, I HAD NO CONTROL OR FAULT IN A CODE THAT WAS PLACED IN YOUR SYSTEM ), and it also indicated that my account was late for XXXX. Again, one if those issues where I have no control in when Shellpoint sets up bi-weekly payments.
I am currently working with XXXX XXXX, Human Relations/Fair Housing XXXX County in filing a complaint against Shellpoint Mortgage for failing to correct such a simple error and destroying my credit.
I am also contacting a local advocate, XXXX XXXX, and her advocacy group called, XXXX XXXX XXXX, and plan to submit my evidence to the local media to investigate if there are others who are getting the same treatment from Shellpoint as myself.
If the report to the XXXX, CFPB, multiple phone calls and emails to Shellpoint and Mr. XXXX, report to fair housing, negative reviews on social media, and potential media coverage, I will have made my case to secure legal and punitive actions against XXXX XXXX and Shellpoint Mortgage.
Please respond to this email in a timely and appropriate manner. I received an email from Ms. XXXX regarding this issue. In the email from Ms. XXXX dated XX/XX/XXXX, I rejected her findings in the letter, and she has failed to respond.
Please see the attached letter from Ms. XXXX, and I will itemize below the changes to the letter that I requested.
Ms. XXXX indicates the Following : " Please take note that our transaction records indicate that the payment was rejected due to an error code of Customer Advised Not Authorized '' and should same error occur, fees will not be waived, and credit reporting will not be adjusted. '' -I XXXXXXXX XXXX XXXX had no responsibility in the system being coded in that manner and I am requesting an investigation into how this happened.
As of this correspondence, the account is past due XX/XX/XXXX for {$1000.00} -I XXXX XXXX is requesting that a new letter be drafted and this be removed as I indicated to Ms. XXXX that this is inaccurate information and requested that this be updated nor removed in a new letter. I feel that this was a smear still against the customer. I have to submit this information to XXXX XXXX and XXXX XXXX, which indicates that I am still delinquent in my responsibilities. Not sure if she is upset in correcting this issue or if she is upset for some other reason. Nonetheless, this was not necessary to be included in the letter.
Ms. XXXX goes on to say : " Although we apologize for any inconvenience. New Rez has determined there have been no errors in the servicing of this loan. You have a right to request documentation supporting this determination ''.
-I XXXX XXXX would like to request any evidence that supports that Shellpoint Mortgage did not error in servicing the loan. I would also like evidence that I contacted Shellpoint to unauthorize the payments. Please provide any written or verbal communication from me to Shellpoint making the request, and any verbal or written communication from the employee who made the changes.
Kind regards, XXXX XXXX XXXX Communication from Ms. XXXX to me and my response below on XX/XX/XXXX. Ms. XXXX has failed to respond to my request. The attachment is what she sent me and has been attached to the complaint.
Account Inquiry Response XXXX, XXXX to me 7 days agoDetails You have received 2 files.
Use the secure links below to download.
XXXX XXXX Regulatory Correspondence Specialist Compliance Homeowner Advocacy Shellpoint Mortgage Servicing ( P ) XXXX ( F ) XXXX XXXX Download Files Available until : XXXX XX/XX/XXXX Download File : XXXX ( XXXX ) .pdf 210.88 KBytes, Download File : XXXX ( CFPB ) .pdf 211.38 KBytes, XXXX XXXX XXXX Hide details To : XXXX XXXX XXXX XXXX Date XXXX XX/XX/XXXX, XXXX XXXX Ms. XXXX, XXXX have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint.
This letter still lays the blame on the customer in the accusation that I contacted Shellpoint Mortgage to unauthorized the payment. It further states that if this happens again that Shellpoint will not update credit or remove NSF fee.
This is beyond my control and I will not accept this as an appropriate resolution to this matter. Furthermore, when I submit this to letter to both XXXX and XXXX, it indicates that I have failed to pay my mortgage for XXXX on time and making my account appear to not be in good standing as it always has been.
In order to resolve this issue please update the letter to not indicate fault of the customer, that my account is in good standing and not late because I don't control when Shellpoint Mortgage set up the biweekly plan. This letter should also indicate that Shellpoint Mortgage will indeed work with the customer to resolve this issue in a timely manner should this occur again.
Regards, XXXX XXXX
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| 02/22/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American |
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Shellpoint Mortgage Servicing/Newrez took over my loan from Ditech In Early XXXX. I requested in writing under their instructions on XX/XX/XXXX. XXXX to take over the Escrow portion of my mortgage. I was told it would take 30 days to review my request and get me back a decision if they were going to allow me to take it over myself. At the end of XXXX I called Shellpoint asking about the decision and I was given the run around. I started sending in XXXX the Principal and Interest {$530.00}. {$190.00} Principal {$330.00} Interest. On every billing statement I placed those amounts in the boxes listed Principal and Interest. I also placed the amounts on the Money Order in the same fashion as to how to apply the payments. To date I have received nothing pertaining to this Escrow issue on my account. Again in XX/XX/XXXX I resent the hand written request to take over and be responsible for the Property Taxes and Home owners Insurance. I live five minutes away from my court house and insurance company. Paying them myself I would know they have been paid. I never received anything from Shellpoint stating they paid the insurance and taxes. That time I sent it Registered Mail and I sent it to the billing department. I received the signed receipt that they got the mail on XX/XX/XXXX. I was Again told 30 days to review, and here it is now 65 days, and all I get is junk mail from them having nothing to do with my Escrow issue, and I even went to the court house and paid my property taxes myself, and the Tax lady wrote on the receipt that I was going to be responsible for paying my own taxes, as the Shellpoint Representative told me to do and Shellpoint Mortgage would no longer be responsible for making the annual payment as the Representative from Shellpoint billing department told me to do, then fax both tax paid and paid insurance receipt back to him by the end of the business day, he would be waiting, then they would let me know something in 30 days. I went from the county court house to the XXXX XXXX agent and explained the dilemma I was trying to resolve. So she called Shellpoint, she spoke to the Representative and she was told Shellpoint pays the insurance a year in advance, and I couldnt make a payment until XX/XX/XXXX. XXXX. So it was made known I was trying to pay my insurance to Shellpoint as I was told by the other guy. However I have still heard nothing about this issue. I do continue to get billing statements showing payment dispersement not in accordance to returned payment statements and Money Order Memo Instructions. They have been placing partial payments into a unapplied area, and the rest into Escrow. I have been receiving mail from Shellpoint stating I am three months behind on my mortgage. I have all my receipts showing I am up to date on my mortgage. I have called numerous times trying to get Shellpoint to correct the issue. All they do is tell me to pay the money {$2000.00} plus, or they are going to start foreclosure process that I have till XX/XX/XXXX. They arent even subtracting the money I have sent in for the past 5 months. They dont read and they refuse to correct my account. My credit score is effected and that wont change unless Shellpoint gets my account corrected. I contacted HUD and they told me I needed to fill out a complaint against Shellpoint/Newrez Mortgage Servicing XXXXTx . I was contacted by a Shellpoint Representative on XX/XX/XXXX. I went threw the whole spill about the Escrow Issue, and I wasnt late on any payments. She got to looking into everything and saw everything I said was true. She got her manager and they both looked at the issue, and said the Escrow was the issue and they said it was on the home insurance side. She said that the insurance company needs to fill out a form that they were sending me. I am to take it to my insurance company and have them fill it out and fax back to them and once Shellpoint receives it they are supposed to enter the insurance information and that should correct the Escrow issue and allows me to handle it myself and removes Shellpoint from paying it. As of today I am still waiting for the form threw USMail. The Shellpoint Representative also found two different Escrow Shortage payments that I had sent in that was just sitting unapplied to the Escrow. She said that the unapplied amount and extra escrow would be equal to the payment Shellpoint says are delinquent. ( Which The Representative said on her screen showed only one missing payment not three ), The Representative said she made notation and corrected the issue and filed a couple complaints about the treatment that I have received these past two years while they have had my mortgage. I dont get my 1098 Interest Tax Statements either!! They refuse to send me mine so I can file my income taxes. I request it and all I get is a print copy of the portion of the Tax statement that I am supposed to keep. I never get the portion I am supposed to be sending with my tax returns!! For five months I never received a billing statement when they first took over the mortgage. But I sent in a payment every month. I constantly requested paper billing cause I dont have internet, and I need paper records for my self. I was told by the HUD councilor that if Shellpoint didnt get my account straight in 7day to call them back and they would reach out to Shellpoint on my behalf. Its the HUD Councilor who told me to file this complaint. I have all copies of everything that I have sent in correspondence, letters, check receipts, dates and times I spoke to reps. l have called and when they called me. I have everything they have sent me as well. The last mail I got was threatening to start foreclosure after XX/XX/XXXX, but I asked the Shellpoint Representative was I going to be getting more foreclosure threats. She said for me to disregard anything dealing with foreclosure. I am hoping that they get a good chewing out. The treatment and disrespect, the un professional attitude and harassment, the scare tactics, they need their license taken away!! I sure thank you for all the help. FYI I have an email address but I am not able to access it. So thats why I need paper correspondence and phone calls.
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| 10/28/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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On or about XX/XX/XXXX, I contacted Shellpoint Mortgage Servicing to place my mortgage in forbearance due to a hardship related to COVID-19. The Governor of NC issued a stay-at-home order to curb the spread of the virus. That order affected my businesses, just like many others.
On or about XX/XX/XXXX, I began the process to remove my mortgage from forbearance due to sustained economic recovery of my businesses. Although I believed I could begin making regular payments again, I was not able to pay the full past due balance. A representative named XXXX XXXX provide instructions for me to obtain a modification. She also e-mailed me the necessary forms and the contact information for my assigned single point of contact, XXXX XXXX. During our phone call, XXXX mentioned that I should not expect to hear anything for two to three weeks due to the volume. She encouraged me NOT to call in and follow-up during those first few weeks due to the volume of requests.
On XX/XX/XXXX, I emailed the requested information per XXXX 's instructions to XXXX. I copied XXXX XXXX on the message. I waited two weeks without any response. I did not fee comfortable continuing to wait, so on XX/XX/XXXX, I called and spoke to a different representative. That person said that Shellpoint received my e-mail but their system rejected the attachments because I copied XXXX XXXX. That person directed me to send the message again, but this time ONLY to loss mitigation and NOT to XXXX XXXX. I sent the message again while I was on the phone with that person and the person verbally confirmed that the message came through with the attachments. The representative also informed that I could upload the documents to the Shellpoint Mortgage website, so I did that as well, just to be sure there wouldn't be any problem. At no point prior to that did anyone tell me that I could upload the documents or warn me that the attachments would be rejected if I copied my single point of contact on an email.
On or about XX/XX/XXXX, I called Shellpoint again to check on the status of the modification request. I was told that the underwriter reviewed my file and requested four additional documents : 1. Taxpayer Consent Form 2. Spouse Contribution Form 3. XX/XX/XXXX Tax Return 4. P & L for my business I repeated the listed items back to representative to confirm that there was nothing else. He confirmed. Immediately after disconnecting the call, I submitted the first three documents. I had to update my business financials in order to submit the P & L. On or about XX/XX/XXXX, I submitted the P & Ls for my businesses both by upload and by email to XXXX.
On XX/XX/XXXX, I called again to check on the status and make sure the correct parties received my documents. My call was also prompted by a letter from Shellpoint that I received in the mail. That letter requested many additional documents besides the four items I previously confirmed by phone on XX/XX/XXXX. I asked to speak with a supervisor due to the inconsistent information. I was told that a supervisor would call me back. That never happened. After being routed around, I learned that my single point of contact had changed from XXXX XXXX to XXXX XXXX and because a new person was working on my file, the requests were different. I was briefly connected to Ms. XXXX by phone. She explained that the additional request was because some of the documents I was told to submit had to be signed and dated. The prior representatives had not informed me of that, so the documents lacked my signature and date, therefore, they were not acceptable. Even besides the documents needing a signature and date, there were additional requests that I was never told about prior to speaking with Ms. XXXX.
On XX/XX/XXXX, I once again submitted all requested documents, including the new ones that Ms. XXXX requested and corrections to the previously submitted documents. I waited a few days for Ms. XXXX to review the documents and then acquired about whether the file was with underwriting. It was not. Ms. XXXX requested yet another document. After discussion, she agreed that said document was not necessary and directed me to write an explanation letter indicating that I would not be using my spouses income. I did so and submitted it on XX/XX/XXXX. On XX/XX/XXXX, Ms. XXXX confirmed that my file was submitted back to underwriting. Another representative informed me by phone that the underwriting process should take only 2 to 3 business days.
On or about XX/XX/XXXX, I called to inquire about the status because I still had not heard anything back. The representative said that underwriting needed my signed and dated P & Ls for my businesses. I informed the representative that I already submitted those twice and that Ms. XXXX confirmed she already had them. The representative could see then in the file and then placed me on hold for an extended period. The representative then came back and said that Ms. XXXX would call me back. On or about XX/XX/XXXX, Ms. XXXX left me a voicemail indicating that I needed to resubmit an updated P & L because my income and expense numbers changed from XX/XX/XXXX to XX/XX/XXXX.
I was baffled by this because a business obviously would have new income and expenses post over the course of a week. I can not imagine why they would have expected the numbers to be the same. As of today, I have submitted the P & Ls for the third time and dated through XX/XX/XXXX.
In the meantime, while all this was going on, I attempted to make a payment so that my mortgage would not fall further behind and continue to accrue a higher past due balance. The Shellpoint website showed a message that payments were blocked. I called to inquire about why I can not pay online. The representative explained that I can not pay until the mortgage is current. So, it seems that no matter what I do, Shellpoint will not complete the modification process to bring my mortgage current and they also won't let me pay to prevent it from falling further behind.
I have zero confidence that Shellpoint will resolve this matter. I have tried to address it with them over and over again. I need government intervention.
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| 02/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have reached out to XXXX XXXXShellpoint Mortgage Servicing and has not received a response. This following statement serves as a Notice of Error. I decided to pay a lump sum principal payment to my original Mortgage company XXXX XXXX Bank in an effort to decrease my monthly payments in XX/XX/2011. The adjustment never showed on the Mortgage statement nor did my payments decreased. I tried to correct the issue with XXXX XXXX but to no avail. Shortly after, the Bank went under and my Loan was transferred to XXXX XXXX. The disclosure of my new balance with the new Mortgage company was improper and not correct. My lump sum payment to my principal was not applied, which did not reduce my mortgage payments to make my monthly payments more affordable going forward. I had provided a Notice of error and I tried numerous times and pleaded to the new Mortgage company about the inaccuracy they claimed they had no record of it and at the time I didnt not have a copy of my statements nor were they in electronic record. Eventually, Loan was transferred to XXXX XXXX. During this time, I fell behind in payments and they foreclosed my home only at the last minute granted me a loan modification. So, I was able to keep my home. My mortgage payments under new Servicer LoanCare increased and then Loan was transferred again and payments escalated to $ 2933 month my current Mortgage Holder XXXX XXXX and XXXX ShellPoint Mortgage Servicing. My original note was {$470000.00} and Sixteen years and 4 or 5 transfers later my balance is {$470000.00} with over {$85000.00} in arrear payments on the back end of my loan financed for 60 years. I have recently cleaned out my basement and fortunately and miraculously found a Bank Statement from XX/XX/2011 with a copy of the very lump sum check that was sent to XXXXXXXX XXXX before they went under making that principal payment that they did not give me credit for. I demand that my current Mortgage holder and Servicer apply and credit my lump sum payment to my principal Balance. Now that I have un-refutable evidence, I would like to be granted full credit or the Servicer will be in violation of RESPA12 CFR 1026.36 ( c ) ( 1 ). If they refuse, I have no other recourse but to seek legal.
XXXX XXXX and Shellpoint Mortgage Servicing has been in violation of many laws and regulations as it pertains to my mortgage.
The Transfer of my Loan over numerous times have breached my promissory note and mortgage agreement. I am going to address the current investor/holder or Inheritor of my loan and its Servicer XXXX XXXX XXXX Investor/Holder ) and ShellPoint Mortgage Servicing ( Servicer ) which has breached my mortgage agreement on many instances rendered it null and void. The Gramm- Leach-Bliley Act ( GLBA ), there are also several privacy and security benefits required by the GLBA Safeguards Rule for customers, some of which include : Private information must be secured against unauthorized access.
Customers must be notified of private information sharing between financial institutions and third parties and have the ability to opt out of private information sharing.
User activity must be tracked, including any attempts to access protected records.
XXXX XXXX and its Servicer has violated 15 U.S. Code 6802 of the GLB including its safeguard and Financial Privacy rules by sharing and providing nonpublic information to Credit Bureaus and nonaffiliated third parties. The GLB Privacy Rule, requires financial institutions to provide consumers with privacy notices describing how they use and disclose consumers ' personal information which I never received during the transfers of my loan which is a violation of the Fair Credit Reporting Act and Section 502 and 503 of the GLBA. I have not received a notice of its privacy policies and practices. As a result, my private information was compromised in an XXXX data Breach where my identity was stolen ( XXXX XXXX XXXX ) which information is furnished by financial institutions and servicers to nonaffiliated third parties. I am currently, in class action lawsuit with XXXX. Due to these violations, I am strongly considering issuing a complaint to the Federal Trade Commission ( FTC ) to investigate the violations by XXXX XXXX and its Servicer Shellpoint Mortgage Servicing. This Servicer has been Incorrectly handling my partial payments. It is my understanding that Servicers are required to take one of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. However, my servicer put these payments in my escrow accounts rather than returning the amount or crediting it to my next monthly payment.
Finally, XXXX XXXX and Shellpoint like my previous Mortgage holder and Servicers have violated the Truth In Lending Act ( TILA ) by improper disclosure of the amount financed, finance charge, payment schedule, total of payments, annual percentage rate, and security interest disclosures. I am a victim of Predatory lending which diminished my ability to repay debt and serves to benefit the lender. My interest only rate was at one time 9.5 % which was an extremely high-interest rates. There were hidden and excessive fees, undisclosed terms, and more.
They are required to provide consumers with 15 days advance written notice of a change to any term required to be disclosed under section 1026.6 ( a ) or where the required payment is increased which they failed. According to Transfer of Servicing 12 CFR 1024.17 ( e ) If the new servicer changes either the monthly payment amount or the accounting method used by the old servicer, then it must provide the borrower with an initial escrow account statement within 60 days of the date of transfer. When the new servicer provides an initial escrow account statement, it shall use the effective date of the transfer of servicing to establish the new escrow account computation year. In addition, if the new servicer retains the monthly payments and accounting method used by the old servicer. The New Servicer did not follow RESPA Rules and procedures to the latter.
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| 01/27/2020 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The company continues to neglect answering our inquiry as to why our PMI insurance has increased for XX/XX/XXXX.
Below are the communication details that have been sent to Shellpoint Mortgage.
XX/XX/XXXX ~ The below was our email inquiry sent in regards to an increase on our property mortgage disbursement before receiving our escrow analysis statement.
On Wed, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX wrote : ShellpointMortgageServicing Loan Servicing Department Re : Error Resolution Notice under 12 C.F.R. 1024.35 MortgageLoan Number:XXXX Shellpoint Mortgage made an Insurance Premium Disbursement in the amount of {$140.00} on XX/XX/XXXX. We would appreciate an explanation as to why our Property Mortgage Insurance Premium has increased? When our loan was serviced by XXXX XXXX our Property Mortgage Insurance Premium was {$130.00} each month since XX/XX/XXXX. See attachments.
We have not received any information explaining that there will be an increase from Shellpoint Mortgage Servicing nor from XXXX.
We would appreciate a breakdown of all account activity on our monthly statements as there seems to be discrepancies and no explanations since the transferring of our loan.
If you need to contact me, we are best reachedvia email XXXX Sincerely, XXXX & XXXX XXXX XX/XX/XXXX ~ Escrow analysis was received in the mail, again showing that we paid {$130.00} each month from XXXX, XXXX to XXXX, XXXX and then a projected INCREASE on XXXX, XXXX. ( reference document " 01 - XXXX_Escrow Analysis Statement.pdf '' ) ~Below is another emailinquirysent asking why there is an increase on our property mortgage insurance ( PMI ).
From : XXXX XXXX Date : Thu, XX/XX/XXXX at XXXX XXXX Subject : Re : Please explain why our PMI has gone up To : XXXX ShellpointMortgageServicing Loan Servicing Department Re : Error Resolution Notice under 12 C.F.R. 1024.35 MortgageLoan Number:XXXX As of today, XX/XX/XXXX, we have yet to receive a response as to why our Property Mortgage Insurance has increased rather then decrease? We had been paying {$130.00} since XX/XX/XXXX. We've paid down our loan and have paid an additional {$59.00} above our regular monthly payment for a year now so we do not understand why our PMI is increasing when it has decreased every year? We received our escrow analysis in the mail today and it shows that we are going to be paying {$140.00} for the year. Why has this increased? If this is incorrect, we would appreciate a new escrow analysis statement.
Thank you!
XXXX & XXXX XXXX XX/XX/XXXX ~ XXXX emailed XXXX XXXX XXXX, the company our PMI payments are paid to, asking if PMI can ever increase.Below is XXXX XXXX 's reply.
On Tue, XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX wrote : Hi XXXX, The PMI should not go up unless the Amortized balance went up for any reason. Because the contract is between XXXX and your Lender, I am limited at what information I can provide to you. If you have further questions, please reach out to your lender. Thank you.
Providing excellent Customer Service is a high priority with XXXX XXXX XXXX. Visit us 24 hours a day atXXXX XXXX XXXXfor complete product and program guidelines, or visit our Servicing site atXXXX XXXX XXXX Information Specialists are available to serve you by phone at XXXX XXXX during the hours of XXXX XXXX to XXXX XXXX EST Monday through Friday.
Best regards, XXXX XXXX [ XXXX ] XXXX XXXX XXXX XXXX Customer Experience Professional XXXX XXXX XXXX XXXX XXXX, NC XXXX Phone:XXXX Fax : XXXX E-mail : XXXX XX/XX/XXXX ~ Received a certified letter with 18 pages of our loan history summary in response to our error inquiry as to why our PMI payment amount increased from {$130.00} to {$140.00}. ( reference document " 03 - Shellpoint Response to PMI Inquiry '' ). It did not explain why the increase.
~ We also received, in the regular post, a letter requesting additional time to respond fully to our inquiry but was not specific as to what inquiry Shellpoint Mortgage was referencing. We can only assume it was in regards to the PMI increase. ( reference document " 04 - Shellpoint Response Letter '' in XXXX folder ) XX/XX/XXXX ~ Received a letter responding to one or both of our inquiries but it did not answer either of our questions regarding our property mortgage insurance and regular monthly payment due XX/XX/XXXX. ( reference document " 05 - Part_1_Reply_Letter_Received_with_Account_History_XXXX '' and also06 - Part 2_Reply Letter Received with Account History_XXXX.pdf ) ~ We have thoroughly reviewed the loan history summary enclosed with today 's letter and marked each PMI payment. You will see that each year this amount decreases except for this year where you have reported us having to pay more. Why?
~ We've also included with our documents every Escrow Analysis Statement since XXXX highlighting what was actually paid and every decrease. ( reference the following documents : XX/XX/XXXX_Escrow_Analysis_Statement.pdf XX/XX/XXXX-1_Escrow Analysis Statement.pdf ( we received 2 in XXXX ) XX/XX/XXXX-2_Escrow Analysis Statement.pdf XX/XX/XXXX_Escrow Analysis Statement.pdf XX/XX/XXXX_Final Escrow Analysis with XXXX.pdf ~ Also, upon reviewing the loan history summary and marking each PMI payment, I see that XX/XX/XXXX has not been paid. Please review our notes on the submitted documents.
XX/XX/XXXX ~ Received a letter from the escalation department. ( reference document :XX/XX/XXXX_Escalation Letter.pdf ). The letter does note that it has corrected one issue we inquired about regarding paying the shortage into escrow and why our payment due did not decrease as a result of the payment but it still DOES NOT explain WHY our PMI has INCREASED for XXXX. They also note that a new escrow analysis is not needed. That is incorrect. If our previous PMI payment was {$130.00}, XXXX PMI payment should have decreased not increased so we should receive a new escrow payment.
We have made several attempts for an explanation of why our PMI payment has increased for XXXX and requested for a new escrow analysis with a new payment amount but Shellpoint Mortgage continues to neglect providing an explanation or a new escrow analysis.
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| 08/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear CFPB, In their XX/XX/XXXX reply signed by XXXX XXXX /Compliance Department , Shellpoint/NewRez intentionally and consistently fails to provide any specific response as to WHY up to this date they keep ignoring my requests for a six month covid related forbearance extension, WHY their own website reflects that on XX/XX/XXXX I owe {$7300.00} - ( they previously called a forbearance fee and now hideously trying to cover up with multiple print out showing otherwise ), OVERLOOKED specific discussions with Ms XXXX including my specific email on XX/XX/XXXX to which Ms XXXX replied on XX/XX/XXXX and PLAINLY LIE that Ms XXXX the loans designated SPOC changed on XX/XX/2020 when Ms XXXX was assigned to me again on XX/XX/XXXX and again on XX/XX/XXXX when I contacted the generalized email for Loss Mitigation Department on XX/XX/XXXX and XXXX.
In my original complaint and reply to Shellpoint/New Rez letter dated XX/XX/XXXX, I requested corrective actions ( copied and pasted from page 2 ) : *address my request as to a 6 ( six ) months extension on a forbearance *did not justify nor explain accessing {$7300.00} on XX/XX/2020 when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) *did not include the discussed terms as to the payments on forbearance are to bepaid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX.
My request for a 6 ( six ) months extension on forbearance is still being ignored. In their XX/XX/XXXX response, Shellpoint/New Rez reduced my 6 months extension request to a 3 months extension request by extending my original forbearance ending XX/XX/XXXX to XX/XX/XXXX instead of XX/XX/XXXX despite of your XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX backed loan is entitled to a 12-month forbearance period total, in maximum increments of six ( 6 ) months, if you request it due to a sustained inability to make your full contractual monthly installment payment.. Shellpoint/NewRez failed to reply as to WHY they again reduced my six ( 6 ) months extension request to three ( 3 ) months extension request on XX/XX/XXXX.
2 ) Shellpoint/NewRez failed to provide ANY information as to why their own website showed that on XX/XX/XXXX I was charged {$7300.00} when my loan was current and last payment due XX/XX/XXXX was paid on XX/XX/XXXX.
Was their own website showing an erroneous information? Then if their website was showing an erroneous information, Shellpoint/NewRez needs to admit such and back it up with their multiple print outs they provided with their XX/XX/XXXX reply.
The screenshot taken from their website ( attached again to this letter as exhibit 3 ) CONFLICTS with multiple printouts they provided with their response in an attempt to hide their actions trying to assess forbearance fees on my account.
Can Shellpoint/NewRez SPECIFICALLY address as to WHY their own website showed that on XX/XX/XXXX I was charged {$7300.00}. I am again attaching a screenshot of their own website as Exhibit 3.
3 ) Shellpoint/New Rez declined to correct their agreement as discussed with Ms XXXX and confirmed in writing via email because loans former Single Point of Contact ( SPOC ) did not promise you this repayment arrangement. Well, all correspondence states otherwise ( see exhibit 1 ). For example, on XX/XX/XXXX I asked Ms XXXX to confirm the discussed Ms XXXX, Please confirm that as an FHA loan, the payments on forbearance are to bepaid off at the end of the loan in a lump sum And Ms XXXX replied on XX/XX/XXXX at XXXX : Good morning, The payments will be due in a lump sum or you may apply for a repayment plan, modification, or a deferment.
If Shellpoint/NewRez provides false and misleading information they later can not include in their agreement, such act warrants an investigation. I am again respectfully ask to revise my agreement to include the specific language discussed and agreed upon : the payments on forbearance are to bepaid off at the end of the loan in a lump sum 4 ) The last paragraph of Shellpoint/NewRez XX/XX/XXXX letter states the loans designated SPOC changed on XX/XX/2020 ; accordingly, any futher questions or concerns you have about our mortgage assistance workouts should be directed to the current SPOC.
Shellpoint/NewRez did NOT provide the contact information for new SPOC including a working phone number and an email address. Furthermore, when I contacted a general Loss Mitigation Email on XX/XX/XXXX and again on XX/XX/XXXX, Ms XXXX your loans designated SPOC changed on XX/XX/2020 ) was the only rep assigned to reply to my XX/XX/XXXX and XX/XX/XXXX requests ( see attached exhibit 2 ) As Shellpoint/NewRez failed to address important issues raised in my last request, I am again requesting answers and corrections as described above and summarized below : *address my request as to a 6 ( six ) months extension on a forbearance. Shellpoint/NewRez failed to reply as to WHY they again reduced my six ( 6 ) months extension request to three ( 3 ) months extension request on XX/XX/XXXX.
*did not justify nor explain accessing {$7300.00} on XX/XX/2020 when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) Can Shellpoint/NewRez SPECIFICALLY address as to WHY their own website showed that on XX/XX/XXXX I was charged {$7300.00}. I am again attaching a screenshot of their own website as Exhibit 3.
*did not include the discussed terms as to the payments on forbearance are to bepaid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX.
Your help and time with this matter is extremely appreciated.
Respectfully, Dated : XX/XX/2020 XXXX XXXX
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| 12/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX, XXXX, SC XXXX Attn : XXXX XXXX XXXX XXXX Re : XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX Loan : XXXX Dear XXXX XXXX : Please treat this letter as a " qualified written request '' under Section 6 ( XXXX ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ). This request is made by the above-named debtor, to ensure that the account is timely and correctly serviced during the COVID forbearance period.
At the outset of the COVID pandemic, I entered into an offered COVID forbearance with your company Shellpoint mortgage with the promise that at the end of the forbearance period my payments would all be consolidated and deferred to the back of my loan at maturity ( a balloon payment ).
As the pandemic stretched on, from time to time I obtained extensions for the forbearance. Unfortunately, the bookkeeping system at Shellpoint is such that for some unexplainable reason, your employees have my forbearance stopping and starting again intermittently during this period. To be clear, I have been told indeed, assured, all along by your employees that I am in forbearance, my account has ALWAYS shown through the online system that I am in an active forbearance.
In late XXXX I reached my SPOC XXXX XXXX and discussed the resumption of payments and my deferral, and the escrow shortage on my account. At that time, XXXX XXXX explained that my payments of {$1600.00} were to resume on XX/XX/XXXX, and that all arrears would be deferred to the back of the loan. It wasnt until I question the fact that I had received letters about my escrow shortage that she revealed that that part of my back payments wouldnt be part of the deferral.
We discussed my options and she suggested that the escrow shortage could be paid back over a 1 year, period or longer if I wanted up to 5 years.
We scheduled a call back on XX/XX/XXXX, to finalize my deferral. XX/XX/XXXX came and went with no phone call. Each time I call, my SPOC is unavailable and I never receive a call back.
Yesterday, ( XX/XX/XXXX ) I sent an email to XXXX XXXX and she implied that she had tried to reach me on XX/XX/XXXX, but was unable to ( whatever that means ) To be absolutely clear I received absolutely no missed calls or voicemails from XXXX XXXX EVER!.
In her email XXXX XXXX now seems to be attempting to pull a bait & switch on me. Instead of finalizing the deferral that has been promised all along, her email states I would love to assist in a resolution on the arrears, but we would need to go over income and expenses.
THIS WAS NEVER A PART OF THE PROMISED & AGREED UPON DEFERRAL FURTHER, IT WAS NEVER A PART OF ANY COMMUNICATIONS WITH XXXX XXXX OR ANY OTHER SHELLPOINT EMPLOYEE In fact, on XX/XX/XXXX I spoke with a representative at Shellpoint, during XXXX of my numerous attempts to reach XXXX XXXX, who confirmed that MY DEFERRAL HAD ALREADY BEEN APPROVED!
During that conversation, this representative looked through the notes put on my account by XXXX XXXX and told me that she had not entered a single note about the escrow shortage being spread out over 5 years. I was shocked to see that at this late-stage XXXX XXXX had not completed the set up of my deferral. Even more so, I was concerned that although we had a lengthy and detailed conversation about the escrow shortage, XXXX XXXX had neglected to put any notes on my account. I aske the representative to place notes on my account during the call about spreading out the escrow shortage over the 5 year period that I was told was available.
TO BE CLEAR I AM READY WILLING AND ABLE TO RESUME MY REGULAR {$1600.00} MONTHLUY PAYMENTS WITH THE AGREED UPON PAYMENTS FOR THE ESCROW SHORTGAGE BEING PAID OVER THE XXXX YEAR PERIOD.
To be even clearer the escrow shortage not being included in my deferral was never ever explained by your employees at the outset and represents and UNFAIR & DECEPTIVE TRADE PRACTICE UNDER STATE AND FEDERAL LAW.
THE BALANCE OF THIS LETTER HAS BEEN SENT TO YOU PREVIOUSLY I HAVE NEVER RECEIVED AN ADEQUATE RESPONSE OR THE WRITTEN EXPLANATIONS REQUESTED HEREIN On XX/XX/XXXX, I sent the attached letter ( Qualified Written Request " QWR '' ) to Shellpoint Mortgage Servicing which was completely ignored. Under the law, Shellpoint was required under Section XXXX ( XXXX ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( XXXX ), to confirm receipt of the letter within XXXX ( XXXX ) business days and respond with an answer within XXXX ( XXXX ) business days. On XX/XX/XXXX, I sent a second ( XXXX ) letter to XXXX XXXX, the COE of ShellpoinXXXX Mortgage via XXXX. ( see attached letter dated XX/XX/XXXX ).
To date Shellpoint has not resolved the issues.
I will be resuming payments on XX/XX/XXXX, and have not been informed of the following I hereby request/demand that you provide the following : XXXX. ) Total amount that is being deferred and total amount owed on my mortgage including all deferred amounts.
XXXX. ) The terms of that deferral, whether it be a recast changing the maturity date or a balloon payment- To be clear, I want a complete written breakdown of my loan, the amount owed, the amounts ( all amounts ) deferred on my loan ( past & present ).
XXXX. ) An accurate and up to date escrow analysis as of XX/XX/XXXX - Including evidence of any and all expenditures listed as escrow advances XXXX ) A written copy of the servicer 's guidelines ( from the investor ) that clearly shows that escrows can not be included in deferrals.
XXXX. ) A complete written explanation of what can be done with escrow shortages again, from the investor ) XXXX. ) A payment breakdown that includes my current monthly payment with taxes and insurance ( based on an up-to-date accurate escrow analysis ) AND A breakdown of what the escrow shortage payments will be over a XXXX-year period as opposed to a XXXX-month period Under the law, you must confirm receipt of this letter within XXXX business days and respond with an answer within XXXX business days. I look forward to Shellpoints immediate attention to this matter and your response.
Yours Truly, XXXX XXXX
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| 04/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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: The purpose of the HAF program is to provide struggling mortgage borrowers with assistance to avoid foreclosures. Servicers have had an obligation to notify borrowers of the availability of the HAF program Homeowner Assistance Fund ( HAF ) funds are used to bring account fully current, with no remaining delinquent amounts post loss. Again, HAF Funds are used to bring account fully current, with XXXX DOLLAR remaining delinquent amounts at time of distribution.
Payments to the mortgage servicer only resume when reinstatement is officially noted and sent as a notice to the borrower ( s ).
mitigation efforts since XX/XX/XXXX.
Never notified us of HAF program.
I live in Maryland and in XX/XX/XXXX a HAF loan was applied for. At every step, Shellpoint reps lied and and failed to follow many rules and guidelines and regulations set out by both the state of maryland the US federal govt.
After repeated failures of Shellpoint reps to respond to state of maryland and after they tried to trick my Mother into a modification without advancing her HAF applcation by their OWN ADMISSION ( seee prior replies by XXXX shellpoint rep to CFPB ) A HAF application was again filed.
Finally after Shellpoint again played games earlier this year, Senior HAF reps for Maryland finally approved grant and loan for HAF.
AT no point did Shellpoint reach out during this process. Once the loan is FORMALLY reinstated and noted in an official letter from the servicer ( in this case Shellpoint ), only then does the the borrower resume making regular payments on the debt.
Again I am completely aware of all payments made and all communications received. Since HAF funds were approved by State of Maryland reps and distributed to Shellpoint mid XXXX, Shellpoint has sent out one communication via postal mail.
Instead of sending a confirmation reinstatement, instead of offering lower payments as required by HAF guidelines, instead of stating when new payments were start, Shellpoint has the absolute nerve to demand nearly XXXX dollars be paid to avoid foreclosure that they threatened less than 3 weeks after they received nearly XXXX worth of HAF funds.
Before we hire a lawyer who is a specialist in dealing with Shellpoint antics, we are presenting the situation here in the hopes that they make things simple on themselves.
We demand that Shellpoint notes the payment of nearly XXXX in HAF funds, an official reinstatement letter, and also request a list of ALL payments made and covered by HAF funds, and when the new payment amount starts.
As the payments were on hold until HAF funds were approved and released mid XXXX, it's is quite shocking for shellpoint to dare demand nearly XXXX and threaten foreclosure less than 3 weeks after receiving HAF funds.
So far we have noted that Shellpoint has violated.
The entire XXXX family is a military family and Shellpoint 's mistreatment falls under violation of SCRA. " While military families enjoy the same legal protections and privileges afforded to all other homeowners and tenants, they also have additional housing protections under the Servicemembers Civil Relief Act ( SCRA ), which is enforceable by the Justice Department and servicemembers themselves. '' https : //www.justice.gov/opa/pr/justice-department-and-cfpb-put-landlords-and-mortgage-servicers-notice-about-servicemembers They also clearly violated the Consumer Financial Protection Act of 2010 ( CFPA ) Further according to FAQ presented by state of maryland for HAF funds : If notified by DHCD that the borrower qualified for HAF funds, the servicer : o Accepts HAF funds as reinstatement, sends borrower a letter stating that reinstatement is underway or now completed, lists the time frame for payments restarting, and/or o Evaluates the borrower for loss mitigation based on the availability of those funds, and if the borrower qualified for loss mitigation under the servicers normal guidelines, offered the borrower any loss mitigation option for which the borrower qualified.
Shellpoint again has not done any of the above and instead tried to once against trick my Mother, an elderly military widow, into sending in payments that were not overdue or owing since the mortgage was ubject to the HAF loan process and put on hold.
https : //home.treasury.gov/system/files/136/HAF-Guidance.pdf Coronavirus Aid, Relief, and Economic Security Act, Pub. L. 116-136, 134 Stat. 281 ( XXXX. XXXX, XXXX ). 2 The CARES Act defines a Federally backed mortgage loan as any loan which is secured by a first or subordinate lien on residential real property ( including individual units of condominiums and cooperatives ) designed principally for the occupancy of from one-to-four families that is insured by the Federal Housing Administration under title II of the National Housing Act ( 12 U.S.C. 1707 et seq. ) ; insured under section 255 of the National Housing Act ( 12 U.S.C. 1715z20 ) ; guaranteed under section 184 or 184A of the Housing and Community Development Act of 1992 ( 12 U.S.C. 1715z13a, 1715z13b ); guaranteed or insured by the Department of Veterans Affairs; guaranteed or insured by the Department of Agriculture ; made by the Department of Agriculture ; or purchased or securitized by the Federal Home Loan Mortgage Corporation or the Federal National Mortgage Association. CARES Act, Pub. L.
116-136, section 4022 ( a ) ( 2 ).
The CFPB is closely monitoring servicer conduct to ensure that they are complying with all applicable federal consumer financial laws and assisting consumers with resolving delinquencies and preventing avoidable foreclosures. As part of this monitoring, the CFPB will continue its heightened review of mortgage servicing complaints, including in particular complaints about challenges working with servicers to use HAF funds. The CFPB encourages servicers to provide borrowers with sufficient time to move through the HAF application process prior to proceeding with foreclosure. Foreclosing on a homeowner while a HAF application is pending undercuts the congressional purpose in allocating this money, increases avoidable foreclosures, and will merit increased scrutiny.
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| 05/19/2022 |
Yes |
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- Trouble during payment process
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Web |
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Due to ongoing issues with " Borrower 's '' Account and the quality of " Shellpoint '' services, Borrower is conducting an audit of Account. Please provide the following information : XX/XX/XXXX recording and transcript of customer service representative CSR phone call between Borrower and CSR XXXX, XXXX. Subject matter : XX/XX/XXXX payment history.
XX/XX/XXXX recording and transcript of XXXX phone call between Borrower and CSR. Subject matter : Payment History Notes requested.
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account.
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account.
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account.
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account.
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR XXXX XXXX. Subject matter : XXXX XXXX at XXXX is the account manager 's single point of contact XXXX.
XX/XX/XXXX recording and transcript of Borrower message left on XXXX for XXXX XXXX XXXX to return call.
Recording and transcript of XXXX XXXX XXXX 's attempt to contact Borrower between XX/XX/XXXX, and XX/XX/XXXX.
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR XXXX at XXXX. Subject matter : Who is the accounts XXXX?
XX/XX/XXXX recording and transcript of CSR phone call between Borrower and XXXX XXXX ( XXXX ). Subject matter : Who is the accounts XXXX? XXXX XXXX assigns XXXX XXXX XXXX ( x XXXX ).
XX/XX/XXXX recording and transcript of XXXX XXXX XXXXXXXX XXXX ( x XXXX ) phone message to Borrower.
XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX at XXXX. Subject matter : PMI audit. Request for investigation into Account activity.
XX/XX/XXXX recording and transcript of the phone conversation between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject Matter : Reversal of XXXX Account payments.
XX/XX/XXXX recording and transcript of the phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject Matter : Obtain copies of Account communication logs.
XX/XX/XXXX recording and transcript of the phone call between Borrower and XXXX XXXX XXXX manager XXXX XXXX. Subject Matter : CSR XXXX XXXX.
XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX. Subject Matter : Account activity. Lack of support from CSR and XXXX. Request for a supervisor to call Borrower.
XX/XX/XXXX recording and transcript of the phone call between XXXX and XXXX XXXX XXXX. Subject matter : Reversal of XXXX Account payments.
XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX ( x XXXX ). Subject matter : Missing monthly statements.
XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX ( x XXXX ). Subject matter : Missing monthly statements.
XX/XX/XXXX recording and transcript of the phone calls between Borrower and two ( 2 ) unknown CSRs. Subject matter : Missing monthly statements.
XX/XX/XXXX, certified letter and USPS letter. Subject matter : intent to accelerate foreclosure.
XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX ( x XXXX ). Subject matter : Approval for pre-trial modification.
XX/XX/XXXX recording and transcript of a phone conversation between Borrower and CSR. Subject matter : Loan modification agreement incorrect.
If not on XX/XX/XXXX, it was between then and XX/XX/XXXX.
XX/XX/XXXX recording and transcript of a phone call from XXXX XXXX XXXX ( x XXXX ) to Borrower. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone message from Borrower to XXXX XXXX XXXX ( XXXX XXXX ) at XXXX PM. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement.
XX/XX/XXXX recording and transcript of a phone message from XXXX to XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and Loss Mitigation CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX at approximately XXXX XXXX. Subject matter : XX/XX/XXXX payment. Account correction. Request for information.
XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX at approximately XXXX XXXX. Subject matter : Request for information. CSR XXXX XXXX.
XX/XX/XXXX recording and transcript of a phone call between Borrower and Manager XXXX XXXX at approximately XXXX XXXX. Subject matter : CSR XXXX XXXX.
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| 02/03/2022 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Dear Sir or Madam, 1. SHELL POINT Account NumberXXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX as wells 60 days late on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
I immediately disputed this information with SHELL POINT and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor, or a credit issued to the obligor. ( 5 ) A computation error or similar error of the accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by the creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by the creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by the creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers, and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA, and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years ' worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements, or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I, therefore, demand these late payments will be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I, therefore, am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX
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| 08/31/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
Servicemember |
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I already filed a complaint with XXXX XXXX, over our escrow. Raised payment. I thought that was our only problem. XXXX XXXXXXXX XXXX response to my complaint I learned a payment my husband made XX/XX/2023 {$4800.00} did not go threw. As well as our home was in foreclosure. Neither of those things we were aware of. I called the person ( XXXX XXXX ) on the response as soon as I read XXXX XXXX response. XXXX a message with my phone number, wanted information about that payment made XX/XX/XXXX, for 3 payments. Never got a call back.
Next morning husband and myself went to XXXX XXXX office for a 3 way call. Spoke to XXXX a supervisior for XXXX XXXX. XXXX XXXX was made from XXXX XXXX account information he had given the XXXX XXXX rep.XXXX was going to investagating the phone recordings the account given for the 3 mortgage payments in XX/XX/XXXX, XXXX stated we would be able to listen to the recording as well, if XXXX XXXX made an error good chance the foreclosure would bevreversedXXXX stated apx 30 % of foreclosers are reversed.. XXXX would call us in a day or two. XXXX also told us our mortgage had been transferred/sold to another company. Even though we had not been notified yet. Then 6 days pass, nothing.
XX/XX/XXXX, I called again. Spoke to a XXXX XXXX rep after several holds and a couple other employees. To be told XXXX is still investigating and would contact us as soon as he knew something.
XX/XX/XXXX, I called again spoke to several reps before I got to XXXX In loss mitigation to said he messaged XXXX he response was he was still doing what he needed to to get us some answers. But he was pretty close. He would be in touch in a day or two.
XX/XX/XXXX, I called again after on hold and a couple employees later spoke to XXXX. She had been told by messages from XXXX, XXXX was waiting on a headset, to speak to us. Headset was suppose to be delivered the following day. XXXX would be in touch with us sometime the following day.
( ( NOTHING ) )!!
XX/XX/XXXX, I called after on hold several times, and a couple XXXX XXXX employees I got supervisor XXXX XXXX, that basically said payments were not recieved due to insufficient funds. She was not sure how we got a conformation number. She did not know who XXXX was. XXXX XXXX had recently installed a new phone system. No calls were saved from XX/XX/XXXX, There would be no recordings to review and listen to what account number was given for XXXX XXXX to withdraw the {$4800.00} payment.
I said so you are stating to me that all calls since XX/XX/XXXX, XXXX XXXX supervisor with XXXX XXXX XXXX And every one person I spoke with each time I called are/ were lying to me. She said she could not comment on those other phone calls. XXXX XXXX, XXXX, and XXXX all employees telling us this lie investigating phone recordings and delivery of a headset all lies.
( All dates, times, who spoke with all noted and written down each call ).
XX/XX/XXXX, XXXX went to XXXX XXXX office to make a XXXX way call to XXXX point. XXXX new loan servicer company. Shell Point DBA ( Doing business As ) XXXX XXXX. Isnt that a bit strange. We spoke to XXXX with employee XXXX point. He stated payment made and received on XX/XX/XXXX. Then said payment was SENT BACK XX/XX/XXXX. Sent back 10 days later. Not insufficient funds there is no insufficient funds fee if it was, there should be a fee. The XXXX also does not have an insufficient funds charge on their bank account and there should be also.
Account given for the XXXX payment was XXXX XXXX account. He sold a property recently XXXX XXXX XXXX. There was sufficient funds in his account.
XXXX was suppose to see what could be done on his end. XXXX would remake the {$4800.00} payment and have a couple months to get their loan in good standing. XXXX was suppose to email the XXXX in XXXX hours. ( ( NOTHING ) ) Looking over our loan paper I seen XX/XX/2023 - Attorney ADV DISP. The XXXX made that payment XX/XX/2023 to get their mortgage back in hood standings. Very next day after payment pending charges on the XXXX mortgage for attorney advanced distribution or Disbursement. XXXX XXXX was pretty sure XXXX payment had been made. But even if you add XXXX days count the days. XX/XX/XXXX to XX/XX/XXXX payment made conformation number given. Or XX/XX/XXXX, attorneys pending charges on their work on foreclosure of the XXXX home. Either way, Federal Law NO FORECLOSURE BEGINS BEFORE ( at least ) 120 days.
XXXX payment SENT BACK like the XXXX were told because they had an attorney already on foreclosure of their home? Let it also be noted every month on the XXXX there is that notation on the XXXX mortgage history. ( ( ( ( ATTORNEY ADV. DISP. ) ) ) The attorney XXXX XXXX uses takes his charges and fees out. Whatever fees/ charges they have agreed to pay this attorney each month. XX/XX/XXXX, there is no fees/ charges, the other months there are charges. XXXX home foreclosure start prior to XX/XX/2023. Would have been 111 days. XXXX payment they made on XX/XX/XXXX, was recieved and obviously SENT BACK. Why there are no insufficient funds charge on the mortgage or at the XXXX bank account.
XXXX more note the XXXX property was surveyed XXXX. beginning of XXXX as well. XXXX thought it was because XXXX XXXX work on the XXXX XXXX in their neighborhood. This was not the case. XXXX made by the mortgage company.
There is no reason there should be Attorney XXXX. DISP. On the XXXX mortgage on XXXX XXXX. Then that attorney continues every month to get ATTORNEY XXXX. DISP On the XXXX of every month after that.
XXXX XXXX thought when the first complaint was made about escrow shortage was their only probelm with this mortgage she was wrong. But because of the response found out there were several other issues with this mortgage company.
XXXX XXXX transferred/ sold to Shell Point DBA XXXX XXXX.
Whole thing is very shady. XXXX XXXXXXXX have got some legal firm looking out for their interest in their home from this dishonest company.
( ( ( BEWARE ) ) They should have the state of FLORIDA looking in the their dishonesty in the XXXXXXXX XXXX
|
| 06/08/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Shellpoint Mortgage Servicing acquired my loan from XXXX in XXXX of XXXX. Previously I have continuously had problems with XXXX when they changed software systems in XXXX of XXXX and notified all clients that the insurance payments now needed to be made separately. The letter they provided me with the new account number for the insurance payments was wrong and I did not find out for a month, but when I did I sent in 2 payments to account for the messed up payment in XXXX and the one due for XXXX. XXXX insurance payment was sent on XX/XX/XXXX in the amount of XXXX and XXXX insurance was sent on XX/XX/XXXX in the amount of XXXX. The total payments made to XXXX for the mortgate for the month of XXXX as XXXX. It was sent in 3 payments, XX/XX/XXXX ( {$250.00} ), XX/XX/XXXX XXXX XXXX ) and XX/XX/XXXX ( XXXX ). Normally there are only 2 payments made each month but with the issues ongoing with XXXX transferring systems and changing over insurance payments, I was unclear as the the exact amount that needed to be paid. But I called them on XX/XX/XXXX to try and fix all the issues. The other problem with them moving to the new system was that suddenly my due date for my loan was the XXXX of each month, even though my statements showed that it was due the XXXX of each month the same as it has been since the inception of the loan in XXXX. This problem was not brought up until Shellpoint took over the loan and was talking about my payment history. The due dates on the statements from Shellpoint also say the XXXX of each month and I did call on XX/XX/XXXX when we were given notification by XXXX that this company was taking over. I asked them for my new account number and also asked them if there would be any changes. They said no everything would stay the same, the due date and the payment amounts. Yet when I received the first statement from Shellpoint in XXXX of XXXX, the statement claimed that the payment I made on XX/XX/XXXX was for payment for XXXX, however they received their payment for XXXX on the XXXX. I called them to find out what the problem was and they claimed that XXXX said they used my XXXX of XXXX payment to pay for my insurance. My insurance payment is only in the amount of {$160.00} so that did not account for a full month nonpayment of {$320.00} as Shellpoint is claiming. It also did not account for the fact that I did make a payment in XXXX of XXXX. It also did not account for the fact that I made 3 payments to XXXX in XXXX and told them they were not to use it to apply to the principal but it was to go to my regular payment instead. XXXX apparently did not do that. I had my bank fax over my payment history for the last 2 years to XXXX. This was done on XX/XX/XXXX. I called Shellpoint earlier on the XXXX of XXXX and talked to XXXX. He said I had to send a dispute letter to their loan servicing department. I did so at XXXX that day. I called again on Monday XX/XX/XXXX and talked to XXXX but was told nothing came through. So I sent another email. I called again on the XXXX and was told that the fax had not reached them, even though we had confirmation from the bank. So I uploaded the payment history and sent yet another email. I was told it would take 10 business days for the investigation to occur. On the XXXX of XX/XX/XXXX, I received 2 certified letters from Shellpoint, the first was the payment history from XXXX and the second was a short letter stating they got my payment in XXXX but that it applied to my XXXX payment due. The payment history from XXXX contains various errors which I uploaded back to Shellpoint along with evidence to show those errors. The errors included, the due date changing in THEIR system to the XXXX of each month ( this was only in their system, they gave no notice to the clients and the statements do not reflect that either ), the payment history starts only in XXXX of XXXX and yet shows a notation that a payment was made in XXXX and then changes later to claim that XXXX payment was for XXXX. The history also does not show any payments made to the insurance company, nor does it state that the XX/XX/XXXX payment went towards the insurance payment. I did submit the paperwork showing the letters from XXXX with the wrong account numbers for the insurance as well as the payment history for the insurance. It also does not show that a 3rd payment was made in XXXX of XXXX and yet my bank information clearly shows this. What it does show is that payments were made each and every month and before the due date of the XXXX. I had to make 2 partial payments each month and it was supposed to sit in the suspense account until the full payment was reached. Several times the full payment was not reached and yet XXXX would apply it to my principal. I would call the company many times and have to have them reverse this. I would ask over and over, why would you apply a payment to the principal when I did not authorize it? When we were given the letter from XXXX in XXXX of XXXX that Shellpoint would be taking over, I called them on XX/XX/XXXX to make sure that my account was up to date, they assured me that it was. Then suddenly I am supposedly behind a payment. I have sent over 20+ emails and submitted all the evidence to show I can not possibly be behind and yet I have not been contacted by anyone in the loan servicing department. It has been over 10 business days for this to have been resolved and yet it has not. The customer service department as said repeatedly it is the loan servicing department that handles this and yet even they say they can only reach them by email. I find this abhorrent. Shellpoint claims I missed a payment with XXXX but as I rightly pointed out that if that was so then why would not one of my 3 credit reports reflect that, especially as this supposed missed payment occurred last year. I am tired of this company not answering me especially since it is easy to fix as I submitted proof of payments for 2 years. As I keep telling this company it is not my fault XXXX messed up their system.
|
| 10/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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New Rez has been negligent and dishonest during our attempt at refinancing our loan. The request for escalation on our part has yielded no results or answers and are merely serving as a delay tactic. Please thoroughly investigate all documents and correspondence between New Rez and us. Below is a brief timeline up to the still unfinished ( from XX/XX/XXXX ) as of today. Thank you for helping in any way.
Wed XX/XX/XXXX XXXX XXXX From New Rez Thank you for taking the time to fill out an online application with us.
Sunday, XX/XX/XXXX XXXX XXXX XXXX XXXX In conjunction with your Loan Officer XXXX XXXX , NewRez LLC XXXX will be working with you to obtain and complete your home loan.
Sunday, XX/XX/XXXX XXXX XXXX From XXXX XXXX We just signed the documents in the link.
Sunday, XX/XX/XXXX XXXX XXXX XXXX XXXX Thank you, I am only missing the following disclosure so I can lock you in and move forward.
Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX Morning, I am only missing XXXX disclosure.
Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX Congratulations you are locked in at 2.99 %!
Please send me your 2 years full tax returns, all schedules and pages, 2 months personal and business bank statements, XXXX YTD P & L Once I receive all of the above, you are officially moving forward!
Lastly, please note that it does take about 75-90ish days to complete the loan, you will hear from your processor and title company in the next few weeks time Tuesday, XX/XX/XXXX XXXX XXXX XXXX XXXX Just following up on the documents required below so I can get your file into processing and moving.
Tuesday, XX/XX/XXXX XXXX XXXX From XXXX XXXX I just uploaded some docs that were needed.
Tue XX/XX/XXXX XXXX XXXX XXXX XXXX Received your documents.
Thank you so much!
We are officially moving forward.
Tue XX/XX/XXXX XXXX XXXX XXXX XXXX Thank you so much. The processor will review and get back with anything that may be needed once the full review from underwriting is done in the next few weeks.
XX/XX/XXXX XXXX XXXX We are writing to inform you pursuant to California Finance Code 50129, your lender has contracted with XXXX XXXX XXXX XXXX , XXXX to provide residential mortgage loan processing and underwriting services.
XX/XX/XXXX XXXX XXXX XXXX XXXX Good morning!
I am working with your processor for your Refinance.
XX/XX/XXXX XXXX XXXX From XXXX Please follow the below link to access important documents related to your loan application XX/XX/XXXX XXXX XXXX XXXX XXXX Good Afternoon XXXX and XXXX XXXX !
Congratulations!!! Your loan has been conditionally approved by our underwriters!!! Please review this information about what happens next.
XX/XX/XXXX XXXX XXXX XXXX XXXX Your second mortgage lien holder denied your refinance with us ( they have control to do that ).
Please see if you can convince them to subordinate. If not, the only other option ( besides you paying it off in cash ) is if you would be interested in having us paying it off with this loan.
XX/XX/XXXX XXXX XXXX XXXX XXXX I will review with my manager and send you an update on what the loan will look like with us paying it off by Monday morning.
XX/XX/XXXX XXXX XXXX XXXX XXXX Hello, I am working with your processor for your refinance XX/XX/XXXX XXXX XXXX XXXX XXXX Hey I hope your day is going well. I just wanted to let you know an appraisal has been ordered for you and someone should be in touch about scheduling a day and time. With your new loan structure an appraisal is unfortunately required. I also need an updated profit and loss statement from XXXX with 3 months of bank statements no older then the last 3 months shown.
At some point in XX/XX/XXXX our credit was pulled.
Appraisal document received XX/XX/XXXX Thursday, XX/XX/XXXX XXXX XXXX From DS I am not sure why the request for docs keep coming. I have submitted profit loss, bank statements, credit has been ran and here we go again. Also why do we need any docs for XXXX XXXX? That is not our property and I will not submit any docs for it.
XX/XX/XXXX XXXX XXXX From XXXX XXXX Hey I hope your day is going well. The underwriter is requesting a few more things to complete your loan. They are...
XX/XX/XXXX XXXX XXXX XXXX XXXX Hi XXXX and XXXX XXXX , My name is XXXX XXXX and I was assigned to your loan as your processor to finalize this process for you.
XX/XX/XXXX XXXX XXXX XXXX XXXX Good Afternoon XXXX, I completely understand your frustration in this process as I can see that you have provided multiple documents multiple times. I also understand that to no fault of your own the documents expire and new documents are needed. Unfortunately as the previous documents have since expired updated documentation will now be needed and once the below items are received I will be able to send your file over to underwriting for a clear to close review. And from there hopefully be able to continue with the closing.
XX/XX/XXXX Hi XXXX, Please confirm you received the below.
If you are able to get this in, we can close your file and you will skip at least one months mortgage payments.
If in the event you wish to cancel your loan, please let us know.
The exception of {$1200.00} off in fees was granted by my manager and will be reflected in your closing disclosure ( which you will receive prior to the closing ).
On XX/XX/XXXX at XXXX XXXX " XXXX, XXXX '' XXXX wrote : Thank you for getting back to me XXXX and taking the time to voice all of your concerns ; and I am deeply sorry.
I do not want your message to go unseen by management and copied my manager to this email.
XXXX, please see below.
XX/XX/XXXX XXXX XXXX, I see the sps payoff came in today.
Checking with my manager ton this and will circle back.
XX/XX/XXXX I will let my manager know asap, I am so sorry XXXX, I would appreciate the ability to still work with you and get your loan closed.
Im happy to go to my manager and see if there is anything we can do here.
XXXX XXXX Senior Mortgage Consultant Retention Division NMLS : XXXX
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| 10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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This is my second time filing a complaint. Shellpoint, the company loan servicer, has yet to remove all references to its improper reporting on my credit report and to the 3 bureaus. I have checked my credit report this month and well over 3-7 months, the issue remains. Shellpoint promised to update the records and remove the inaccurate information entirely from my credit report and to properly notify the 3 credit bureaus to no avail. I have already submitted a complaint about this issue, and it has yet to address it after numerous efforts made by me to do so. It will not even respond unless and until an official complaint is filed with regulators. Please see attached documentation highlighting this issue, among others, e.g., escrow removal from the account. The other primary issue is that I requested in writing that my escrow account be removed. Shellpoint claimed that it takes 30 days to respond, and it has been well over 30 days, and I have received absolutely no response whatsoever to this request. As such, you will see prior and current letters on this issue.
All 4 outstanding issues : I write for four primary reasons and issues that need to be resolved : 1. Improper reporting to the 3 credit bureaus : All reporting should be removed entirely because I was never late. As of last month, my credit report still shows that a payment was late but then became current. However, nothing at all should be on my credit report and all information pertaining to this payment should be removed entirely. Shellpoint Mortgage improperly reported me to the credit bureau for having a late payment on my mortgage earlier this year, but it was in error. Shellpoint acknowledged that the error was not my fault and claimed that it rectified the situation ( only after I filed a complaint with the CFPB because the company would not address the problem ). However, Shellpoint has never corrected the error as it stated it would in a letter dated to me. The company has never requested to remove the incorrectly filed information from my credit report, thereby leaving on my report as if I had a late payment. No information or reporting whatsoever should have been made and, therefore, Shellpoint should request and have removed any information or reference for this payment on my credit report to the three bureaus because it was timely made and Shellpoint acknowledged the error was on them. I was promised in writing and on the phone that Shellpoint would rectify this
situation, despite its failure of previously promising and not following through, So, we are now two months past the point where Shellpoint said it would resolve the issue and put in the request to have the information removed but have not done so.
2. Removal of Escrow Payment : I have requested to have my escrow removed from Shellpoint 's handling due to it's incredibly poor customer service and improper treatment of my account to date. Also, I have had my mortgage for over 13 years and never once was I late on a mortgage payment -- ever! I always have been and continue to be in good standing. Shellpoint has a significant number of complaints about its errors in paying taxes and also there is no legitimate legal basis to maintain my escrow because I have proven myself to be a responsible homeowner who pays timely every month. Shellpoint has a full history
of my payment history proving timely payments every single month.
3. My mortgage account should be rectified within Shellpoint 's records to show timely payment history : Rectify Shellpoint 's records of my account file to show clearly that I have not paid my mortgage late and that I have a stellar and timely payment history with the company.
4. Horrible Customer Service : Shellpoint repeatedly provides inaccurate information when you call on the phone ; places you on hold multiple times and then transfers you repeatedly to multiple people and departments, all of whom ask you to repeat the issue again and again and then provide different responses on what has to occur and note that the prior person either did not provide accurate information or did not transfer me to the correct department. This response typically occurs at least 3-4 times for each call. The company promises to call you back but never does. The company claimed that it called me back once, but it documented the incorrect number ( one that I never provided to it ). This company also fails to respond to any written complaints absent a subsequent written complaint submission to a regulatory body. It never responded to my complaint about the credit report within a timely fashion, despite calling on the phone and being told more than once that I would receive a response. it was not until I filed a complaint with the CFPB did I receive a response. Then, Shellpoint wrote a letter that it was sorry for any inconvenience, and then it still has failed to rectify the original complaint dating all the way back to XX/XX/XXXX and for which a written complaint was filed in XX/XX/XXXX. Shellpoint also has not responded to m latest request, in writing as it required, to respond to my request to remove my escrow account from its monitoring due to two reviews that were completed in a very short period of time, which was very suspicious, and the issues I had previously with the credit issue as outlined in number 1 above ( that has yet to be resolved to date ) and despite the fact that my payment history is stellar. The company claimed I would receive a response within 30 days. I filed the request more than 30 days ago and still have not heard anything. This company is absolutely atrocious when it comes to customer service inquiries, complaints, or any issue that must be addressed. And, when you notate the issue with names and dates, it then refuses to supply you information when you ask questions about the status and their taken actions ( my last call attempting to get accurate information from a supervisor about the credit reporting issue ).
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| 08/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX Im writing today over concerns Ive had with Shellpoint who is the servicer of the property I own at XXXX XXXX XXXX, XXXX Massachusetts. This property has been in foreclosure and a sale was stopped in order for a loss mitigation review ( Short Sale ) XX/XX/XXXX this year, a short sale package was sent to Shellpoint for review. On XX/XX/XXXX we were told the auction would be postponed until XXXX to try to review the short sale package. At this point we were very satisfied.
On XXXX we spoke to XXXX in Loss Mitigation at Shellpoint and were told Shellpoint needed to NET {$45000.00}. At this point we went back to the buyer and countered to get Shellpoint that amount. The buyer agreed to increase his offer to net that amount to Shellpoint. On XXXX we escalated a title issue to Shellpoint which we never heard back from. The estates show a multitude of predeceased children and how all their heirs conveyed their interest to the property. Somewhere there is a title policy tied to the XXXX XXXX and there is an attorney-agent already that has issued a policy. To date NO ONE from Shellpoint has responded about this issue.
We submitted an increased offer of {$52000.00} to Shellpoint with a HUD and this was able to NET Shellpoint the {$45000.00}. We waited.
On XXXX We spoke to XXXX XXXX who said SHELLPOINT MADE A MISTAKE AND THE COUNTER OFFER WAS {$75000.00}. That is quite a costly mistake. We had asked if an interior valuation was ordered as the house is in shambles. The foundation is sinking and cracked. It needs thousands of dollars of renovations. We were told it was not and we escalated again.
On XXXX we sent an email to XXXX XXXX, XXXX XXXX, XXXX XXXX and Escalations regarding this crazy counter offer. Not one person got back to us. We followed up again on XXXX and nothing. In the meantime we were calling into Shellpoint as well, and then sent a third email on XXXX. On XXXX we received the Exterior appraisal and a letter from XXXX XXXX at Shellpoint, letting us know the investor of the loan, and stating that they needed to NET {$75000.00}, and it didnt matter what the assessment ( {$37000.00} ) came in at for the property. He included the assessment which I have a copy of.
On XXXX we spoke to XXXX XXXX who said that Shellpoint would now order an interior appraisal.
This gave us some hope, but it was also very confusing. If the exterior report came in at {$37000.00} and the counter offer was {$75000.00} NET then what would happen when an interior valuation was done? It would surely be less money, and maybe they would finally review my house for what the value truly was.
On XXXX we reached out to XXXX again to ask WHY an exterior assessment would be countered SO HIGH if that wasnt what the value truly was. We did not hear back from her.
On XXXX we were sent the INTERIOR appraisal. This showed the property was worth {$38000.00}.
In XXXX the file was submitted to the investor for approval. We thought this was good news. We had to get a new proof of funds from the buyer, but that was the only hold up. OnXX/XX/XXXX and XXXX we followed up with XXXX to see where the file was at. On XXXX XXXX indicated the value had been sent to their client for review.
My understanding of this is it went to XXXX XXXX, XXXX for them to look at based on the above.
We called in weekly and finally on XXXX had an update that the INVESTOR countered at {$80000.00}.
This makes zero sense. Why would the counter be {$4000.00} more? Yes the interior was {$1000.00} higher, but not {$4000.00}.
I do not know the workings of XXXX XXXX, which I understand owns XXXX XXXX, XXXX, but do they actually review their investments? In what world would something with two independent valuations stating the property worth UNDER {$40000.00} be countered double the amount? How does this help their investors?
If this property were to foreclose, it would be a complete loss. They could never put it on the market to get {$80000.00} unless they were going to put thousands into it.
On XXXX we reached out to XXXX XXXX, and didnt have a response. We called XXXX XXXX and left a message. We also reached out to XXXX at Shellpoint and XXXX XXXX on XXXX no one responded. We reached out again onXX/XX/XXXX to them and also reached out to XXXX again. So far NO ONE has responded to this. My last attempt was on XXXX.
When a property owner buys a home, an appraisal is done, and the loan is typically capped at the appraisal amount. I can not buy a home that was appraised at {$300000.00} and buy it for {$400000.00} just because the seller wants that amount, so why should the reverse be any different? What are the laws regarding loss mitigation valuations? If a property value is {$38000.00}, why would a lender counter over double that amount? That would immediately put the buyer at risk.
There is a HUGE issue here. Im going to be forced into foreclosure. Why would a servicer and investor even ORDER a valuation if they werent going to accept an offer from a buyer within a threshold of that amount? How is this good for anyone? Its not good for me the homeowner, its not good for XXXX XXXX investors, and realistically the only entity I see it good for is Shellpoint because they have wasted months and months and Im sure they get paid monthly to service the loan. So the longer this loan is on the books, the more money they must make. This ENTIRE PROCESS IS ABSURD!
I would like someone to respond at this point and explain to me why Ill be forced to foreclosure for a property valued at {$38000.00}, which everyone knows is the value and yet the servicer is demanding {$80000.00}. There must be some regulation of valuations for people exploring loss mitigation efforts. It seems to me just about everyone loses out here. I would like it if someone would contact myself or my third party contact ( Listed below ) I would appreciate it.
Sincerely XXXX XXXX ( owner of ) XXXX XXXX XXXX XXXX, Massachusetts
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| 07/15/2022 |
Yes |
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- Trouble during payment process
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Web |
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Our firm sent a Notice of Error under 12 C.F.R. 1024.35 to Shellpoint Mortgage Servicing via certified mail on XX/XX/XXXX. The notice of error was sent in regards to the misapplication of a payment the firm had sent to Shellpoint to reinstate the client 's loan. The total amount to reinstate the loan had been given to our firm by the attorneys assigned to pursue a foreclosure action on behalf of Shellpoint against our client. The reinstatement letter was emailed to our firm on XX/XX/XXXX in response to our request, which had been submitted to the attorneys representing Shellpoint on XX/XX/XXXX. The reinstatement reported the total amount due to reinstate the client 's mortgage loan was {$23000.00}. Further, the attorneys ' office included language within the reinstatement quote that stated the amount was good through XX/XX/XXXX. Our firm contacted both Shellpoint and its attorneys on XX/XX/XXXX to confirm that we would be sending two ( 2 ) payments to satisfy the reinstatement amount, which both parties agreed would be sufficient to satisfy the full amount due on the client 's account. Our firm remitted a wire payment in the amount of {$22000.00} to Shellpoint. Additionally, our firm submitted a cashier 's check from the client in the amount of {$1500.00} to Shellpoint 's attorneys. Both payments, when added together, totaled the full amount to reinstate the loan. Both payments were confirmed as received by both parties on XX/XX/XXXX.
The following week, after confirming receipt of the payment in full, Shellpoint sent a status letter to our client stating there was a remaining balance due on the mortgage account which consisted of two payments : a. {$1200.00} in " other fees '' ; and, b. {$270.00} in " legal fees ''.
Additionally, on XX/XX/XXXX, our office received the cashier 's check in the amount of {$1500.00} from the attorneys representing Shellpoint in its foreclosure action against our client along with a letter. On XX/XX/XXXX, the Financial Administrative Assistant in our unit contacted Shellpoint 's attorneys to inquire as to the reason why the check was sent back to our firm. Shellpoint 's attorneys restated the contents of the letter they had sent along with the client 's cashier 's check. Shellpoint 's attorneys informed us that when they received the cashier 's check, they called Shellpoint to confirm and submit it to them to complete the full reinstatement amount. According to Shellpoint 's attorneys, Shellpoint then informed its attorneys that it had already received the full amount due to reinstate the loan and that no additional amounts were due on the account. Upon asking Shellpoint what to do with the cashier 's check, it told the attorneys to return the check to the client as there was no remaining balance on the account.
On XX/XX/XXXX, our Financial Administrative Assistant called and spoke with a Shellpoint representative about the origination of the remaining balance due on the client 's account for " legal fees '' and " other fees ''. Shellpoint 's representative stated that the {$1200.00} in " other fees '' was attached to a loan modification that had been applied for by the client. Our client has never applied for a loan modification for his mortgage account with Shellpoint. The Shellpoint representative offered to connect our firm with the loan modification department who also reported that it could not find any loan modification on the client 's account nor a reason why any fees associated with one would be applied.
On XX/XX/XXXX, our firm contacted Shellpoint to follow up on the Notice of Error that was sent on XX/XX/XXXX. I was transferred to several different departments and then disconnected. On XX/XX/XXXX, I, again, contacted Shellpoint via telephone to follow up on the notice of error. I was transferred to several departments and then the line disconnected. On XX/XX/XXXX, I sent an email to the point of contact listed on the client 's account stating that I had not received a response on the notice of error sent on XX/XX/XXXX. I did not receive a response. On XX/XX/XXXX, I attempted to call the single point of contact via telephone. She did not answer, so I left a VM asking her to return my call. Later on XX/XX/XXXX, I attempted to contact the single point of contact again. The single point of contact answered the call and once I gave her our client 's information asked me if I would be okay with a call back if we were disconnected. The single point of contact stated the notice of error had been received ; however, when I inquired about the lack of response to the notice of error she stated that she needed to place me on a brief hold to get that information. Shortly thereafter, I was disconnected again. On XX/XX/XXXX, I attempted to contact the single point of contact several times with no answer. I left several voicemails and sent an email with no reply or callbacks. On XX/XX/XXXX, after several failed attempts at reaching the single point of contact on the client 's account, I contacted Shellpoint 's general customer service line to speak with a rep in an attempt to get some kind of response. The rep stated that she would let the single point of contact know that I had been trying to get in contact with her and that she would call me back in 24 hours. Later, that same day, the single point of contact reached out to me via telephone, put me on hold, and then disconnected the line. On XX/XX/XXXX, I again tried to contact Shellpoint and asked a representative to check on the status of a response to our notice of error. The rep placed me on a hold and I was disconnected once again.
To this date ( XX/XX/XXXX ) our office has not been able to get any information via telephone or email to Shellpoint, nor have we received any response explaining the additional fees charged on the client 's account after Shellpoint reported to its own attorneys that the client 's account had been satisfied in full.
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| 05/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We escrow with NewRez Mortgage company ( our loan was sold to them last year ). Our taxes for XXXX were XXXX. On XX/XX/XXXX, they paid {$2800.00}. No body has ANY IDEA why they picked this number ... but this is the amount they chose to pay.
We had filed a tax protest, so the county returned this amount pending the decision on XX/XX/XXXX, and it went back into our escrow account. My husband and I made MULTIPLE attempts by phone to sort out why they paid the incorrect amount in the first place, and to resubmit the Tax bill for payment.
We were assured the tax bill, in its full amount would be paid in two weeks.
Two weeks later, the tax bill remained unpaid. I called, was on hold, transferred, repeated the story 4 times and was again promised this would be flagged as urgent and paid.
XX/XX/XXXX I get notice that we have a escrow surplus check heading our way in the amount of {$3300.00}, due to the large surplus in our account. DUMBFOUNDED I call the mortgage company to tell them NOT to send the check, but to send it to my tax agency. They informed me it has already been cut, my escrow payment has been reanalyzed and they are dropping my mortgage payment by close to {$300.00} a month because I had such a surplus. I tried for HOURS - we are talking 4+ - to figure out what to do. I reached out to the county office who had no answers and was shocked, and again called my mortgage company. Finally, they decided the best course of action to prevent future complications was to submit payment by phone as escrow only, forward the tax bill to a specified e-mail which I immediately did ( XX/XX/XXXX ). I asked for confirmation of receipt, which I of course did not receive.
I called a few days later to make sure they had the tax bill on file and it would be paid. They looked it up, said they saw it in my file and that they had no idea why it hadn't been paid but they would " flag it as urgent '' and promised to make sure it was paid. After two weeks, and fast approaching the penalty deadline, I called again to make sure they planned to pay my taxes before a penalty of XXXX occurred on our account. The woman I spoke with said they usually pay 2 weeks before the due date and not to worry ( which would have been 2 weeks prior to this phone call ). Once again, I was assured it would be taken care of, and that any penalties incurred would be the responsibility of the loan servicing agency.
In XXXX ( after being charged the penalty ) we called multiple times to make sure it would be paid by XX/XX/XXXX, the second penalty. I was told on one phone call that " people have bigger problems right now than taxes. People have lost their jobs, people are losing their homes and your tax woes are minor in comparison. '' They told me to stop calling and trust it would be taken care of. Since it wasn't, I called again ... this time crying over the amount of time wasted and the lady hung up on me when I asked her to please not transfer me. ( After being transferred 3 times and on the phone almost an hour ). I started back at the very beginning with a brand new person ... and immediately asked to speak to a manager to which I was told " we don't have any. '' I'm sorry, what?? Okay, I need to speak to someone above you because I NEED this to be done. " You may not request to speak with a manager. I can give you an e-mail and you can e-mail your complaint. '' I have NEVER heard of being unable to speak to someone higher in authority ESPECIALLY given my NUMEROUS attempts to resolve. this. Also important to note, the e-mail they gave me was the same e-mail I submitted the tax bill to " XXXX '' - which I highly doubt is a manager. I told the young lady that I was absolutely exhausted with the time spent trying to sort out a problem that was not my error in the first place. She LITERALLY responded " Ma'am, it is no one 's fault. It is not ours, not yours. '' FALSE - It is ENTIRELY your companies fault.
XX/XX/XXXX, we are notified that a payment of {$320.00} was made for our taxes. (?!?!?!? ) When we called our mortgage company ... not only do they have NO IDEA why XXXX was paid instead of the now XXXX ( because of the XX/XX/XXXX penalty ) ... they have NO IDEA where it was paid to. The person on the phone can not look up the payment, the check, etc. We are OF COURSE told they would flag it and look into it. The guy we spoke to seemed diligent in his attempts and asked we give him 10 business days before checking back which would be mid last week.
Today is XX/XX/XXXX. Our taxes have not been paid and multiple penalties have been incurred. Our escrow ( despite no less than 5 times requested to be reanalyzed ) has dropped so much that we will be THOUSANDS off next year at tax time, and our payment is going to absolutely skyrocket. So I am having to set that aside and escrow myself so we have the money when they eventually correct their error. ( Already, last year they had done such a bad job estimating that our payment amount went up {$250.00} A MONTH to account for their bad analysis in the first place. ) I am worn out. I am exhausted. They are the worst COMPANY, not just mortgage company I have EVER worked with. I have today {$5000.00} sitting in my escrow account to pay these taxes ( minus the penalties which are not my responsibility ) and am begging them to simply do their job. Not only this, but then I tried a different avenue, simply asking them to release me from escrow so I may pay my own taxes, to which they sent a denial letter.
PLEASE help us get our taxes paid. I have no other avenue or person to reach out to. I have exhausted every other option and am at a loss as to what to do. Every time we call, we get a new person, we relay the WHOLE story and we get the same answer ... " flagged urgent. Taken care of. '' So PLEASE PLEASE PLEASE don't stop with that answer.
So grateful, so thankful for your help!
Warm Regards, The XXXX XXXX
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| 02/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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THIS IS A NEW DISPUTE : COMPANY IS NOT FOLLOWING PROPER GUIDELINES OF THE CARES ACT.
I am disputing all negative credit reporting for my mortgage be removed from my credit report regarding COVID related forbearance under the CARES, Fair Credit Reporting Act. The negative credit reporting is a violation of the Cares Act Fair Credit Reporting. I was in forbearance XXXX. During the last 30 days of my forbearance I worked with my Loss Mitigation specialist to exit forbearance under a modification " accommodation '' which included trial payments. Shellpoint advised that late payments had been reported to credit reporting agencies despite my long standing record of maintaining my account in good standing prior to the COVID National Emergency and since exiting forbearance. I am requesting that these negative reports to all credit agencies be removed under the following clarifications of the CARES ACT by the Consumer Financial Protection Bureau : 1. Mortgage # # XXXX was in good standing prior to the COVID National Emergency. Upon entering a Covid related forbearance, the loan forbearance, trial payment period which is a partial payment according to Shellpoint definition and Loan Modification qualify by definition under the CARES Act definition of " accommodation. '' The COVID National Emergency expired XX/XX/XXXX. The forbearance ended XX/XX/XXXX and Modification with trial payment plan was agreed upon XX/XX/XXXX and mailed XX/XX/XXXX. Since the XXXX XXXX XXXX ended XX/XX/XXXX, mortgage accommodations are protected from credit reporting 120 days after XX/XX/XXXX which would be XX/XX/XXXX.
The following statement is from the Consumer Financial Credit Bureau : An accommodation includes any payment assistance or relief granted to a consumer who is affected by the COVID-19 pandemic during the period from XX/XX/XXXX, until 120 days after the termination of the COVID-19 national emergency declared by the President on XX/XX/XXXX under the National Emergencies Act. Such an accommodation includes, for example, agreements to defer one or more payments, make a partial payment, forbear any delinquent amounts, or modify a loan or contract. An accommodation includes assistance or relief that is granted voluntarily or pursuant to a statutory or regulatory requirement.
2. The account at the time of entering the forbearance accomodation was listed as current. A second and third accommodation were entered when both parties agreed to the Trial payment period and Loan Modification which was COVID related. Since the account was current prior to entering the accommodations listed above the status of the account should remain reported as current. Under the definition of " accommodation '' the account status was current at the time of forbearance. The modification and trial payment plan were offered and agreed upon on XX/XX/XXXX which is before the expiration of the forbearance which would mean that the furnisher must continue the reporting the account as current. This would mean the reporting of " current '' should have remained in effect until the final modification was complete.
As noted in FAQ # 1, furnishers can grant accommodations voluntarily or pursuant to a statutory or regulatory requirement. The CARES Act provisions addressing how furnishers report accounts subject to an accommodation apply if : ( 1 ) a furnisher makes an accommodation with respect to one or more payments on a credit obligation or account of a consumer, and ( 2 ) the consumer makes the payments or is not required to make one or more payments pursuant to the accommodation. If the credit obligation or account was current before the accommodation, during the accommodation the furnisher must continue to report the credit obligation or account as current.
3. The Trial Payment period has been completed with modification paperwork pending. The loan status should not have advanced past current ( see above ) and upon completion and delivery of the paperwork, should remain reported current.
If the credit obligation or account was delinquent before the accommodation, during the accommodation the furnisher can not advance the delinquent status. For example, if at the time of the accommodation the furnisher was reporting the consumer as 30 days past due, during the accommodation the furnisher may not report the account as 60 days past due. If during the accommodation the consumer brings the credit obligation or account current, the furnisher must report the credit obligation or account as current. This could occur, for example, if the accommodation itself brings the credit obligation or account current ( such as a loan modification that resolves amounts past due so the borrower is no longer considered delinquent ) or if the consumer makes past due payments that bring the credit obligation or account current.
4. Most importantly. Forbearance, Trial Payment Period and Modification meet the definition of an " accommodation. '' The CARES act reporting protections are extended to cover the time period of the accommodation and after the accommodation ends. Therefore the remarks should have never been added to the report. As stated below, payments not required, partial payments and modifications can not be marked as delinquent.
The consumer reporting protections of the CARES Act continue to apply to the time period that was covered by the accommodation after the accommodation ends. Assuming payments were not required or the consumer met any payment requirements of the accommodation, a furnisher can not report a consumer that was reported as current pursuant to the CARES Act as delinquent based on the time period covered by the accommodation after the accommodation ends. A furnisher also can not advance the delinquency of a consumer that was maintained pursuant to the XXXX XXXX based on the time period covered by the accommodation after the accommodation ends.
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| 03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Please see below a portion of our CFPB complaint submitted on XX/XX/XXXX regarding on going issues with our mortgage servicer Mortgage/Shellpoint.
The portion below is in regards to our mortgage statements " There were several months from XXXX that showed that no payment amount was due without any explanation. We continued to make our payments each month. I spoke with XXXX XXXX in the bankruptcy department at NewRez on XX/XX/XXXX around XXXX XXXX. To discuss payment discrepancies, differing payment amounts and other issues on our payment statements. XXXX XXXX stated that when our mortgage was transferred from Ditech to NewRez, that there was an overage amount in the unapplied account-and that NewRez applied the overage amount as a monthly payment in XXXXXXXX XXXX and that put us one payment ahead. She told us to skip our monthly payment for XXXXXXXX XXXX and that we should resume our payments in XXXXXXXX XXXX I asked XXXX XXXX for complete escrow and mortgage records to confirm this and told her that we would not skip any payments. XXXX XXXX said that she would have a bankruptcy supervisor ( XXXX XXXX ) review the mortgage and contact us regarding our request for the mortgage records and to give us more information. We never received a call or any type of correspondence from XXXX XXXX or anyone at NewRez regarding this matter. We sent in a check for the XXXX 2020 payment, the check was mailed on XXXXXXXX XXXX XXXX. We noticed that the check had not been cashed and called NewRez on XXXX XXXXXXXX XXXX around XXXX XXXX and spoke with XXXX XXXX. During that XX/XX/XXXX phone call, XXXX stated that NewRez had not received the check. We also notified XXXX that we did not receive the phone call from XXXX XXXX that we were told we would receive during our XXXX XXXX XXXX phone call with XXXX XXXX. We confirmed with our bank that the check had not cleared. We put a stop payment on the check on XXXX XXXXXXXX XXXX as NewRez indicated that they still had not received it and we feared it was lost. We are suspicious of the lost check as XXXX XXXX tried to convince us not to send it and then we never received the phone call from her supervisor XXXX XXXX XXXX XXXX to give us a full explanation and proof that we were indeed a payment ahead as was being claimed. On XXXX we spoke with XXXX XXXX XXXX regarding the ongoing issues with our account. We were promised a phone call back but never received any correspondence from anyone at NewRez regarding the matters. On our NewRez statement dated XXXX there was NSF charge added. We were told on a phone call with NewRez that this was for the XXXX check that NewRez told us was lost but then mysteriously found and tried to cash. We explained to NewRez that this was a check they had told us not to pay but we had paid it out of an abundance of caution ( because we can not trust them as they are continuously give us misinformation and did not provide proof that we were indeed ahead a payment ). On XX/XX/XXXX we once again called NewRez to resolve issues on the payment statements, we were told we needed to talk to the bankruptcy department. We were told a request would be put to contact us and once again we never heard back from anyone at NewRez. We called NewRez again on XX/XX/XXXX at XXXXXXXX XXXX regarding the removal of the NSF charge. We were told that a request for removal of the NSF charge again would be put in again. The NSF charge was never removed after we were told it would be waived. We paid the NSF charge '' We received a response from Ms. XXXX of the NewRez Compliance Department In regards to the XXXX check we referenced above in our complaint, she stated- " They stated a payment was mailed on XX/XX/XXXX, and on XX/XX/XXXX, and noticed the payment had not been cashed. When they called NewRez they were advised to place a stop payment and reissue the payment, which they did on XX/XX/XXXX. They were suspicious if the payment was actually lost, as the XXXX payment is the month, they were previously advised they could skip during one of their conversations with a NewRez representative. Then on their monthly billing statement dated XX/XX/XXXX, there was a return item fee in the amount of {$25.00}. They reached out to NewRez and were advised the fee was related to the XX/XX/XXXX payment they had previously put a stop payment on. They requested the fee be waived, as the stop payment was completed at the direction of NewRez and were advised it would be waived. On XX/XX/XXXX, they again reached out to NewRez to discuss the ongoing payment issue and the return payment fee, and again were advised it would be removed. The fee was not removed, and the homeowner ended up paying the fee ''.
This is not true, if NezRez will listen to the recording of our phone call on XX/XX/XXXX around XXXX XXXX where we with spoke with XXXX, they would learn that we were never told to put a stop payment nor were we told to reissue the check. We voluntarily put a stop on XX/XX/XXXX after waiting a period from the XXXX XXXX XXXX phone call during which NewRez confirmed with us that they did not receive it. We waited until XX/XX/XXXX to stop payment on the check, after again confirming with our bank that it had not been cashed. The claim that NewRez told us to stop payment and reissue a payment are not true and NewRez 's recording from XX/XX/XXXX will indicate such.
We ask that NewRez answer these questions/request 1.Send us a transcript from your recorded call that we had with XXXX XXXX XXXX XX/XX/XXXX.
2. If NewRez had in fact told us to stop payment on the check, then would did they charge us a NSF fee?
3. As we listed in our complaint, we were told over a period of months on multiple phone calls that the fee would be waived. Why was the fee waived only after we filed a complaint with the CFPB?
4. Where was the check found in XXXX, two months after we were told NewRez had not received?
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| 01/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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This particular situation started on XX/XX/XXXX. I informed our mortgage servicer New Rez that due to my husband 's XXXX XXXX XXXX XXXX status that was backdated to XX/XX/XXXX ; our property taxes were recently changed. I provided to New Rez a corrected copy of the tax bill provided by our local property tax collector 's office. This was uploaded electronically to New Rez 's online portal ; in which I received an automatic email that the company received my information and was reviewing it. I also received a paper letter in the mail about a week and half later confirming it was received and being reviewed.
It's now XX/XX/XXXX and this company has REFUSED to make the correct, timely adjustments per our request. They have a fiduciary RESPONSIBILITY to complete such actions correctly and in a timely fashion. Furthermore, they have negligently and unlawfully increased our monthly payment instead of decreasing it. They were provided a refund from the tax collector 's office on XX/XX/XXXX in the amount of {$5400.00} ; completed the escrow analysis on XX/XX/XXXX incorrectly stating we were still being charged {$5400.00} for property taxes. They completely disregarding the CORRECTED tax bill provided to them back on XX/XX/XXXX AND the refund of overpayment received on XX/XX/XXXX. When I called in on XX/XX/XXXX about this specific issue ; I spoke with a supervisor by the name XXXX XXXX who stated he would get a 2nd analysis completed and it would be rushed. He requested for a copy of the VA letter in which I emailed this to him. The corrected escrow analysis was promised to me no later than Thursday, XX/XX/XXXX, again ; it's XX/XX/XXXX and NOTHING has been resolved. ( Please note ; I called in roughly 3-4 more time before this on different dates, got an array of various answers from different representatives which is why I requested to speak to a supervisor ; hoping for a higher quality of customer service and understanding ; I was let down ).
In the escrow analysis that was mailed to me : New Rez stated there was an overage of {$2700.00} but has refused to disperse this partial overage. I called to find out why the check that was enclosed in the escrow analysis had " not for use sample only '' printed on it making it so I couldn't cash the check. The representative I spoke to tuesday XX/XX/XXXX stated she would request to cancel the check that they claim they sent out and request for a direct deposit of {$2700.00}. She also stated this would be in our bank account no later than XX/XX/XXXX. To date : no funds have been deposited into the checking account I provided over the phone. Federal regulations require ALL escrow overages be refunded back to the borrower within 30 days. I also don't appreciate someone taking down my sensitive, financial information and not following through.
Seeing this company has FAILED to do their job correctly on MULTIPLE levels has left us, the borrowers completely in the dark in regards to our financial account ; stressed out ; and has resulted in complete distrust of this company to service our loan in a responsible and acceptable manner. I am tired of having to pay into an escrow when I have ZERO problems with paying my bills on time. We are also very particular about saving and investing whatever money we can to ensure our future is supported by a financially sound foundation. New Rez has inferred with our finances and has negligently raised our monthly payment to {$2800.00} when it should be {$2300.00}. This new payment is expected to take effect XX/XX/XXXX. We WILL not be paying this unlawful and negligent increase in mortgage payment.
Today, XX/XX/XXXX : our current escrow balance sits at {$2400.00}. My insurance comes out XX/XX/XXXX in the amount of {$1900.00}. As it sits right now PRIOR to any other mortgage payments being made ; we have an overage of {$530.00}. Every payment paid starting XX/XX/XXXX going forward will only continue to unlawfully, collect WAY more than needed for our HOI and taxes. It is unlawful and unacceptable to negligently force borrowers to pay MORE than what's required ; especially when they have provided ALL documentation to support the original request submitted on XX/XX/XXXX to change the monthly payment. Our monthly payment should have been changed effective XX/XX/XXXX. We, the borrowers have given this company AMPLE amount of time to fulfill our request. We expected this to be an very black and white, simple request considering the evidence provided, along with the extremely large refund provided to New Rez from our tax collectors office on XX/XX/XXXX.
The fact that New Rez has made ZERO attempts to get in contact with us, the borrowers after the initial submission is alarming. Since XX/XX/XXXX, not a single individual from New Rez has made a single attempt to speak with us to rectify the submitted information. Instead, I have made SEVERAL attempts to call New Rez, like to responsible consumer that I am to check in on this situation. Every single time I attempted to inquire and get information, I was told completely different stories. Either New Rez never received the information and on multiple occasions, I was reassured " We here at New Rez has received all the need information and we are working to get your escrow account corrected. '' This company needs a deep investigation if I am going to be completely honest. What I have had to endure is completely unacceptable. I wonder how many other customers get jerked around and treated in the manner we have been treated. If our escrow account is not reviewed and corrected funds are not received by XX/XX/XXXX ; New Rez will be in violation of Regulation Z. I will continue to write letters and have my voice heard as this entire situation and experience with this company has been by far, THE WORST customer experience I have ever received in all my 9 years of being a homeowner.
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| 04/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My Home Mortgage Company Shellpoint acquired my loan XX/XX/XXXX. They have placed me in an Escrow/Impound account for taxes and homeowners insurance and have refused multiple written and verbal requests to remove the impound account that I do not need or want. I have repeatedly asked them verbally and via email to stop paying my taxes and stop charging me Escrow funds and they have refused. My taxes are current, overpaid and double paid by me, and not due again until XX/XX/XXXX. My Homeowners insurance is current and paid by me annually and not due again until XX/XX/XXXX. My credit score is XXXX. I have owned my own home without an escrow/impound account since XXXX and don't need one now.
XX/XX/XXXX - I sold my prior home and purchased a new home on XXXX XXXX in XX/XX/XXXX. I did not receive the XXXX XXXX XXXX tax bill for XX/XX/XXXX and did not receive a duplicate bill until XX/XX/XXXX despite my multiple requests to the tax assessor. Likewise although I was eligible and filled out the paperwork for a Transfer of Assessment to a replacement property at the time of my home purchase, XXXX XXXXXXXX had not yet done a reassessment which would substantially decrease my annual tax payment ( Decrease from $ XXXX to $ XXXX ). Nor did they send me a tax bill ... although I was told by my realtor that it was not unusual for there to be a significant delay with the change of ownership.
In XX/XX/XXXX I was in the process of obtaining a HELOC with XXXX XXXX XXXXXXXX XXXX for some home improvement projects. They advised me that my XX/XX/XXXX tax payment was delinquent. I explained that I was unable to pay it without the PIN that is printed on the tax bill and had not yet received a duplicate bill despite multiple tries on the county tax website. I further explained that I had the funds in cash, in the bank and was ready to pay it. They told me that they would pay the tax bill during the close of the escrow for the HELOC - and that if I tried to pay it before that, it would likely delay closing of the HELOC. Unfortunately to my dismay, XXXXXXXX XXXX delayed closing the HELOC until XX/XX/XXXX and the TAX payment was not recorded by XXXX XXXX Tax Assessor until XX/XX/XXXX! ( XXXX XXXX is the Title company that transferred the funds from XXXX and XXXX XXXX to the XXXX XXXX Tax Assessors on XX/XX/XXXX ) BUT Shellpoint ALSO paid the taxes on the exact same date and it was recorded by XXXX XXXX on the same day. On XX/XX/XXXX I called Shellpoint and explained the situation to them and they said they would have to wait until the taxes were refunded to them. Three weeks later XXXX XXXXXXXX refunded the taxes to Shellpoint. On XX/XX/XXXX Shellpoint was refunded the duplicate taxes they had paid on my behalf- but then 6 days later even prior to the next tax due date they paid the XX/XX/XXXX tax installment!!
By this time I had finally received a tax bill and using the PIN was able to pay my XX/XX/XXXX taxes on time, online. I paid $ XXXX not knowing that Shellpoint also had paid the same amount again! Complicating this further, my taxes were already being overpaid ( as well as double paid ) as the County Tax assessor had not yet changed my tax basis due to my age XXXX and prior home ownership/lower tax basis.
On XX/XX/XXXX I paid the lowered remaining taxes ( part 2 installment ) WAY ahead of the due date for part XXXX XX/XX/XXXX... Unfortunately, AGAIN Shellpoint paid the taxes that were not due until XXXX early as well. XX/XX/XXXX, I was able to get to the downtown office of the XXXX XXXXXXXX Tax Assessor and despite the Covid restrictions the tax office was open and I was finally able to speak to a person, get a copy of my tax bill and payment history. I confirmed that I was overpaid and double paid and asked if they could call Shellpoint and explain that I was overpaid and double paid but they advised me that the county takes awhile to process refunds and double payments and that I should have Shellpoint call them to speak to their supervisor ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Although I requested Shellpoint do that, they did not attempt to do so as far as I know.
XX/XX/XXXX I called Shellpoint again and they said they needed a signed, not just emailed request to stop the escrow account and that I should speak to the person who is contracted by them to pay the taxes for their accounts. I wrote this whole story up again and did both of those and was told they'd get back to me. XX/XX/XXXX they responded to my request but stated that my letter did not have any new information despite the docs and records I sent them and the answer was still NO.
So as of XX/XX/XXXX I am supposed to be paying my usual mortgage of ~ $ XXXX plus the escrow extra funds $ XXXX ). When I last spoke to them the person at Shellpoint thought that this should be cleared up before the XX/XX/XXXX mortgage and impound payment was due. Since I have now heard NO from them again, two weeks ago in addition to my mortgage and my usual rounded up extra principal payments, I also sent them a check for the escrow payments for XXXX XXXX and XXXX ( {$6600.00} for XXXX, XXXX, XXXX XXXX ) This is for the escrow payments for the taxes that are already overpaid/ paid in full thru XX/XX/XXXX and Homeowners insurance also not due again until XX/XX/XXXX.
And lastly the XXXX XXXX Tax Assessor has just sent me a refund check for {$5400.00} for the remaining XX/XX/XXXX tax payment that I paid on XX/XX/XXXX since Shellpoint had already paid it!
I can't make another payment to XXXX XXXXXXXX ahead of Shellpoint because they won't even have the tax bills ready or accept further tax payments until XX/XX/XXXX. Can you please please get them to close the escrow impound account? And I can go back to paying my usual rounded up mortgage, and continue paying my own taxes and insurance.
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| 07/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Regarding : Shellpoint Mortgage Servicing ; XXXX, SC On XX/XX/2020 I made a partial payment online towards our XXXX mortgage in the amount of {$410.00}. I have a confirmation number for that amount and a receipt for it. On XX/XX/2020 Shellpoint Mortgage withdrew and UNAUTORIZED AMOUNT of {$1300.00} from my checking account which caused overdrafts of NINE transactions resulting in overdraft fees totaling {$250.00}.
I immediatley contacted the bank to which I was told to contact the mortgage company directly, which I did. The customer service agent seemed concerned and remorseful and told me that she was putting in a request for the return of the {$1300.00} and would take 3-5 business days, a request for the overdraft fees to be paid to us for {$250.00}, and investigation as to why this happened when it clearly said {$410.00}, and a request for a supervisor to contact me within 48hours.
Well the only thing that did happen was I received the refund of the {$1300.00} 3 weeks later. I have been fighting every week to have the overdraft fees they caused to refunded to us to no avail. There have been over 9 phone calls and 6 emails and I have only received ONE return call from someone self proclaiming to be our assigned Point of Contact 's supervisor and 2 emails back from I don't really know who -- I emailed our POC XXXX XXXX, who doesn't bother to reply or answer his phone, or return voicemails. Mr. XXXX XXXX claimed to be XXXX XXXX 's supervisor -- I spoke with him on Thursday XX/XX/XXXX ( 21 days I've waited for someone to contact me about this nightmare ... .21 days ). His words to me were " let me work on getting you your money back '' and he REFUSED to give me his direct number, email or any other contact information.
The initial call I was told the overdraft fees would be returned to me.
2nd call I had to make on XX/XX/XXXX I was told I had to provide proof the overdraft happened and that fee 's were incurred. I sent over the bank statement showing Shellpoint ILLEGALLY withdrew {$1300.00} and the ledger balance being negative {$110.00}, followed by all of the negative transactions in the ledger balance column and the banks overdraft fees on XX/XX/XXXX {$36.00} and XX/XX/XXXX {$210.00}. ( for security XXXX redacted names and amounts of the vendors that were paid, but left unaltered the ledger balance column 3rd call XX/XX/XXXX I call again and am told that they wanted " proof that my account was not negative to begin with ''.
( well if the withdrawal of {$1300.00} only resulted in a negative balance of {$110.00} then that means my beginning balance was {$1100.00} but for some reason they wanted more. So I sent the balance before their ILLEGAL withdrawal of {$1300.00}, showing it was a positive balance of {$1100.00} unredacted, along with the unauthorized withdrawal and bank NSF fees.
I receive an email telling me that they wanted proof of " both withdrawals '' being taken out -- I have NO idea what they are saying so I call again. I can't speak with a supervisor, our Assigned Point of Contact, the self proclaimed supervisor of our Assigned Point of Contact, the payments department that handles this refund or anyone else except the customer service representative that I was speaking with that was only reading notes. So, I emailed our Assigned Point of Contact, XXXX XXXX. I received an email response from XXXX XXXX saying, " as we discussed give my department time to work on this '' -- which did NOT address the issue I emailed about this new email that very day. I call again and request a return call from a supervisor, which is supposed to be done within 24 hours, or so I was told.
Today, XX/XX/XXXX, I receive an email from someone, I have no idea who, the return email address is from XXXX XXXX, but as I said, I've emailed him at that address and have had XXXX XXXX reply instead, so really it seems like an open email to whoever.
The email is now telling me yet again, to send the bank statement " completely unaltered ''. It's just been one thing after another after another with them. They are coming up with excuses to not do what they are supposed to do, as promised, for whatever reason. Maybe they think I will give up and they won't have to pay, I have no idea.
I questioned XXXX XXXX about what his investigation department found was the reason for such an error, and I was brushed off completely. Every time I call I ask why this happened and NO ONE answers To date : I have called on XX/XX/XXXX with XXXX XXXX, XX/XX/XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX XXXX XXXX To date : NO Refund of our overdraft fee 's. We have since closed that account that they have tampered with and STOLE that money from. But we have yet to have any refund of the overdraft fee 's.
Where is the accountability?? WHY and HOW is a mortgage company ALLOWED to STEAL an amount from our account that is greater than authorized?? HOW and WHY are they allowed to cause such financial hardship and they play these ridiciulous and unnecessary GAMES instead of just refunding the overdraft fee 's they caused??? Why aren't they accountable??? IF I stole that money from anyone 's account I would surely be arrested and put in jail, but a big mortgage company get 's a way with it??? During the worst financial and health crisis our country has ever seen, while we are already struggling to keep a roof over our heads, our electricity on and food on our table, we are further victimized by our very own mortgage company causing us further undo financial duress. WHO PROTECTS US???? We just want our fee 's returned. That's is all. Nothing more and nothing less. It's the least they can do after what they've done. Lesson learned. We will NEVER pay a single entity online, or in the mail, with our private banking accounts. Not ever.
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| 10/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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-- -- -- -- -- -- -- -- -- >URGANT Auction Schedule XX/XX/XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX, 2021 In XXXX, complete the loan modification application payment trial payments and signed a public notary for completing the loan modification.
XX/XX/2021 I attempted to making a payment, however the automated payment system did not allow the transaction to go through.
Shell Points reason was because there had been a mistake, on their side, on the loan amount by one cent, in addition, I would have to resign the notary documents once more.
They stated, one month after signing the notary its considered processing time, so I wouldnt have to make the payment at all.
They said I would have to wait for the documents to arrive, and that they would have to make a new order for the notary to me with me.
XXXX, 2021 After two weeks of waiting for the notary, I called Shell Point and to see when the mobile notary will contact me.
They checked their system, only to tell me that the order did not go through and will have to make a new request.
XXXX XXXX, 2021 I attempted multiple times to contact them by email and phone to arrange an appointment with the notary, but they never provided me with a set data and time to meet with the notary.
XXXX XXXX, I made another attempt to contact ShellPoint to schedule an appointment with the notary, they said that my point of contact will reach out me.
My relations manager, XXXX XXXX XXXX, asked me if I can get the documents notarize myself.
They stressed that the notary MUST come from ShellPoint, I didnt feel comfortable with that arrangement, so I made a call to request a face-to-face appointment with the mobile notary.
After finally being able to reach out to the notary, I was told the request for the notary was canceled and that I would have to call to schedule a new request.
Additionally, I was told that I would have to restart the loan modification process for a second time because I didnt sign the notary documents on the same date the mobile notary arrived at my house. ( I was not available at my home at that time. ) A ShellPoint representative told me that I would have to restart the process and all my information would be updated over the phone, and if there was anything missing the point of contact, Mrs. XXXX will contact me.
XXXX, 2021 I called ShellPoint to check on the status on the new loan modification paper work that hadnt arrived yet ; another representative said there was no request, so I had to apply again for the second loan modification over the phone. Again, I was told that Mrs. XXXX will contact me between 10-15 days for any missing documentation.
After XXXX weeks, I reached out to my Relations manager because I still had not received any loan modification application paperwork ; besides my regular billing statement from ShellPoint.
I called and talked to Mrs. XXXX and asked about the loan modification application that was supposed to be sent out since XXXX. During our conversation, Mrs. XXXX seemed fully unaware of my situation, and was not able to produce any of my loan information, not even my loan number.
After some time, Mrs. XXXX said I would have to reapply for the loan modification one more time because there was no information in their system, however she stated that there was no guarantee that I would be reapproved, since the auction had been schedule for XX/XX/2021.
We have been going back and forth sending documents, correcting ShellPoint errors, such as incorrect loan number ( see email correspondence with Mrs. XXXX attached ) Shellpoint has been exhausting time against the auction date.
XXXX XXXX has claimed that she has spoken to my HUD Housing Counselor, XXXX XXXX, stating the she has made multiple attempts to contact the homeowners, but the homeowner was not available. But this is false information. XXXX XXXX, or any other XXXX XXXX, has been able to get in contact with her.
XXXX XX/XX/2021, We were told that even if we were to send all the documents we will still not be approved because we can not apply for a loan modification two times within a 12-month span.
Since XXXX until this date, nobody mentioned that we would not be able to be approved for a second loan modification, nobody presented any additional Loss Mitigation options, and therefore Mrs. XXXX led us to believe that would could still apply for a loan modification.
Without any warning any attempts to contact us we got served with an auction notice taped to door, which in the following day got informed from ShellPoint about the auction schedule for XX/XX/2021.
On XX/XX/2021, around XXXX XXXX a ShellPoint representative from the Loss Mitigation department, XXXX XXXX, called me asking hundreds of questions attempting to get information regarding the loan modification, additionally, she said that I could file a dispute letter on XX/XX/XXXX, but because of the review process takes time it would be guaranteed that review process would be expedited with my home still being sold on XX/XX/XXXX.
They said the only thing I could do is pay my total balance on the house.
I truly believe that shellpoint mortgage does want to honor their mistakes and make me pay the price.
I file for a loan modification.
I passed the trial period for the loan modification process by completing my payment on time.
I signed the documents with the public notary.
ShellPoint mortgage made a mistake on the loan amount by ONE CENT.
ShellPoint had been misleading since XX/XX/XXXX until present time assuring the because mistakes were on their side and we signed the previous documents with the notary and that we are cover and have been taken care of.
-- -- -- -- -- -- -- -- -- >URGANT Auction Schedule XX/XX/XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- ----
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| 04/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX, For months, I tried to work with XXXX XXXX XXXX to modify my mortgage under the guidelines of the California Mortgage Relief Program. As detailed below, I went through great efforts with XXXX XXXX XXXX ( XXXX ) to modify my mortgage. Although I provided all the requested information for the modification, XXXX failed to make a good-faith effort. Instead, XXXX repeatedly assigned me to one representative after another, each of whom repeatedly asked for the same documentation that I repeatedly provided.
On XX/XX/XXXX, I received a letter regarding the status of my loan modification application. The letter notified me that XXXX XXXX XXXX ( XXXX ) is not able to review my application because of the following reasons : ( a ) XXXX is unable to verify my qualifying income.
( b ) XXXX is unable to verify my employment.
( c ) XXXX is unable to verify my ownership or my occupancy of the property.
However, I provided the requisite information to XXXX when I first submitted my loan modification application in XX/XX/XXXX. That information was contained in the following documents : ( 1 ) My XXXX Tax Return, which provided income verification and the fact that I am self-employed. I have been self-employed for the past 16 years.
( 2 ) The Title and Deed of Trust for the subject property.
( 3 ) Numerous utility bills for the subject property.
On XX/XX/XXXX, I spoke to a XXXX representative ( XXXX XXXX XXXX XXXX, the only person at XXXX who returned my call. During the call, XXXX XXXX apologized several times, saying XXXX made many mistakes regarding my Loan Modification process ( which has been ongoing since XX/XX/XXXX ), but XXXX could do nothing for me, even though mistakes have been made with my file.
I have been responsive to all information requests from XXXX. For example, since I submitted my application in XX/XX/XXXX, I have been diligent in calling XXXX weekly to check on the status of my application and to see if there is anything additional the underwriter needs. Below is a partial chronology of my interactions with XXXX regarding my application for a loan modification : ( a ) In early XX/XX/XXXX, I spoke with XXXX XXXX.
( b ) On XX/XX/XXXX, I spoke with XXXX XXXX.
( c ) On XX/XX/XXXX, I spoke with XXXX XXXX, who informed me that I was assigned a new case manager, XXXX XXXX. I called and requested that XXXX XXXX call me on this matter, but she did not.
( d ) Afterwards, I called XXXX and spoke to an account manager, who informed me that I had a new case manager, XXXX XXXX. I again called and left a message, requesting a call from XXXX XXXX, who never returned my call.
( XXXX ) On XX/XX/XXXX, I called XXXX and spoke to XXXX XXXX. We discussed my financial situation for approximately one hour during the phone call. Thus, XXXX XXXX also had my information.
( f ) On XX/XX/XXXX, I was able to speak to XXXX XXXX, who also requested my financial information, and I faxed that information to XXXX XXXX.
( g ) On XX/XX/XXXX, I called XXXX and spoke to XXXX ( I did not get her last name ).
( h ) On XX/XX/XXXX, I called XXXX and spoke to XXXX ( I did not get her last name ). I called and spoke to XXXX XXXX times during that week after she requested my financial documents, which I had already provided. However, I again faxed the requested documents. Afterward, I called and left several messages for XXXX and asked that she return my calls ; she never returned my call.
( i ) On XX/XX/XXXX, I again called XXXX, and I was able to speak with XXXX XXXX. During that call, I requested clarification on the status of my application, and afterward, I faxed my financial information to XXXX XXXX.
( j ) On XX/XX/XXXX, I again called XXXX and spoke with a manager for nearly one hour in an attempt to understand the letter that I received from XXXX on XX/XX/XXXX. That manager told me to email or fax the XXXX Appeals Department.
( k ) I have also called and spoken to numerous other XXXX representatives, whose names I was not able to document because I was driving during the calls or otherwise was not able to document the calls.
( l ) I have faxed the same documents repeatedly to XXXX because XXXX has continuously changed the person assigned to my case.
After repeatedly providing all the requested documents and providing that information when speaking with numerous XXXX representatives over a 150-day period, it appears that XXXX has not approached my loan modification request in good faith. Apparently, XXXX has now transferred my mortgage to Shell Pointe Mortgage without ever addressing my modification.
I started working with Shellpoint in XXXX of XXXX and started the modification process all over again. After Seven months into the modification process, they did not offer me a loan modification and mailed a letter saying my XXXX was high. I wrote an appeal letter and mailed it out to them XX/XX/XXXX they haven't responded as of XX/XX/XXXX. I called on XX/XX/XXXX to check on the status of my appeal. I spoke with XXXX XXXX she told me my appeal was turned down and couldn't tell me any reason why I was being turned down!! Shellpoint has already begun Foreclosure Proceedings, which baffles me because I have Applead their decision, and without giving me any explanation for the turndown, they have begun foreclosure proceedings. This is unacceptable!
I am currently working with a HUD Counselor XXXX XXXX XXXX XXXX Counseling Department XXXX XXXX HUD CERTIFIED HOUSING COUNSELOR USA Homeownership Foundation , Inc .
Corporate Headquarters XXXX XXXX XXXX # XXXX XXXX, CA XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX I have applied for help from California Mortgage Relief for assistance and am still in the underwriting process XXXX
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| 09/30/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a check in the amount of XXXX XXXXfrom the City of XXXX XXXX This was a check for my taxes, which had already been paid in XX/XX/XXXX. The check was drawn on XXXX XXXX. I called Shellpoint ( New Rez ) Mortgage and was instructed by XXXX to send the check directly to Shellpoint at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. I sent the check via XXXX and has receipt that it was received XX/XX/XXXX and signed for by XXXX XXXX.
I received a SECOND check payable to County of XXXXXXXX in the amount of {$1200.00} oddly enough of XX/XX/XXXX... .again, a SECOND payment of my taxes that were already paid on XXXX. I again called Shellpoint just to confirm what I should do and was told by a XXXX and XXXX to do the same thing. That check was received and signed for by the same XXXX XXXX on XX/XX/XXXX A week later I called and spoke to XXXX who was escalating this to resolve and nothing was placed back in to my escrow.
I then spoke to an XXXX XXXX and gave both tracking number from my XXXX XXXX receipts. She said this would be resolved within 48 hours.
48 Hours later, I spoke to XXXX, who transferred me to a manager, XXXX, and got me in touch with the tax office.
I spoke with XXXX in the tax office ( XXXX XXXX ) who proceeded to tell me the information I originally received was incorrect and the checks should have come to XXXX XXXX. She said to call back to the tax department XXXX the next morning.
I then spoke to a XXXX who confirmed that the FIRST check was send to XXXX XXXX on XXXX via XXXX XXXX. The second was placed in " treasury ''. We called into the tax office and spoke to XXXX regarding the first check and when this should be reflected in my escrow as well as the second check. She said to check within 72 hours.
I called back within 72 hours and again, got no additional information besides hearing this was escalated.
On XXXX XX/XX/XXXX I received a call after logging a complaint on their ( Shellpoint/New Rez ) website ( or so I thought ) from XXXX XXXX in the Compliance area of Shellpoint and I explained the situation to her. She assured me that she would follow up and stay with me until this matter got resolved. She did call me that Monday with an update that they were still researching this first check. The LAST I heard from her was XX/XX/XXXX to tell me that the first check was credited back to my escrow. Numerous calls to her since have gone unanswered even after leaving a voicemail with each.
I then spoke to a XXXX in the customer service area of Shellpoint who, after repeating the story for the, what seems like 100th time, got me in touch with a XXXX XXXX at the tax office. I will say, she has reached out to me periodically as this situation is still not resolved ... ... let me continue.
Both XXXX and I have had multiple joint calls with Shellpoint/NewRez discussing what is now, in my opinion, a missing check ( the second for {$1200.00} ). When we speak to a customer service rep, they can't even see it was received. It is only after we insist on speaking with a supervisor that they magically see it and confirm, yet again, that it was sent to treasury.
On XX/XX/XXXX I called in and spoke to XXXX XXXX at Shellpoint who talked to XXXX in the Tax office. She kept asking me if this was a personal check I sent or original. I explained the story yet again and said these were the ORIGINAL XXXX XXXX checks that I sent back as I was told to do. She said I should have a response by the end of the following week.
I called back the end of the week and spoke to a XXXX XXXX who transferred me to XXXX, a supervisor who, along with Chastity on the line confirmed yet again the check was in treasury and that if I had a problem I can reach her directly at extension XXXX. I did that, and never got a response.
On XX/XX/XXXX I called again to the tax office and got XXXX, who stated she did know XXXX and that this was still being researched.
At this time, it dawned on me to call XXXX XXXX ( where the XXXX XXXX check was drawn off of ) and see if the check has been negotiated. It HAS NOT!
I called back to the tax office and got XXXX who confirmed the same thing.
On XX/XX/XXXX Chastity called and also confirmed she received notice the check DID NOT clear and they can place a stop payment on it and refund it to my escrow. That has still not happened.
On XX/XX/XXXX, I spoke with a XXXX and she checked the status of the refund and said it should be resolved by XXXX and I would get a call.
On XX/XX/XXXX I called and spoke to XXXX who tried to get me to escalations, kept verifying the amounts and if these were XXXX XXXX checks, but couldn't help me further.
On XX/XX/XXXX... XXXX DAYS after, I called again and happened to get XXXX. I asked to speak to someone in escalations and she got me XXXX. She stated they are still waiting to hear from Treasury at Shellpoint ( first I heard that ) and they have a process that have to go through to void the check. I explained I have been a banker for 25 years ... ..how long does it take to void a check that should have NEVER been send out. We have proved ... .I went above and beyond in calling a friend at Wells to confirm that, in my opinion, this check for {$1200.00} ( of which I am due {$1100.00} ... .the rest was penalty they paid ) is lost at Shellpoint. She stated they still have to contact and work with treasury at Shellpoint and wait for a response. I can tell you... .they NEVER respond to any email that anyone has ever sent them. I explained that why should I continue to be out {$1100.00} due to an error I did not create. At this point, in my opinion as a banker and XXXX, they are in violation of XXXX XXXX I asked for a XXXX and none were available. She did say, XXXX was still monitoring and would call me.
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| 11/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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From : XXXX XXXX XXXX, XXXX XXXX XXXX XX/XX/XXXX XXXX Via XXXX XXXX XXXX XXXX, Florida XXXX Email : XXXX Contact Mobile : XXXX Subject : Shell Point Mortgage Servicing and Shell Point Investor Companies XXXX XXXX. XXXX XXXX, XXXX, SC XXXX for notice of error or information request XXXX XXXX XXXX XXXX, XXXX, Tx, XXXX Seems to be corportate location Formal Complaint regarding imposition of a Fee as described as Property Inspection Fee and other fees monthly without proper notification and not responding to requests to remove said fees under Error Resolution Notice 32 C.F.R. # 1024.35 Mortgage Loan Number XXXX XXXX XXXX XXXX, XXXX XXXX, FL. XXXX Note. the property is a vacant lot. The property is not in forclosure and not behind in payments.
Shell Point Mortgage Servicing has incorrectly imposed a fee described as a Property Inspection fee of {$13.00} and additonal sums as shown on monthly statements attached beginning XXXX, XXXX until present. As you can read in my emails and Letter dated XX/XX/XXXX via email to the firm directed to XXXX XXXX and copied to Mr. XXXX XXXX who hold titles as Supervisor when calling by telephone, I explained that I requested removal of the fees imposed and was told by their customer care agents @ XXXX that they would investigage and never returned my calls. My letter XX/XX/XXXX enclosed describes in detail my experience requesting they remove all overdue payments, stop imposing fees and return all fees paid to Shell Point since XXXX, XXXX.
I am enclosing copies of Statements showing our payments have been sent promply via automatic means, imposition of Property Inspection Disbursment and accumulating overdue payments of said fees, a History of payments to Shell Point Mortgage as of XX/XX/XXXX showing property inspection fees underlined and described as Other Fees Disb. If any other information is desired, please contact me as soon as possible.
Sincerely yours, XXXX XXXX XXXX email to Shellpoint Supervisor XXXX Thursday XX/XX/XXXX To : Shell Point Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Via USPS Via Email : CC : XXXX, XXXX, Supervisor XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Via XXXX XXXX XXXX XXXX, Florida XXXX Re : Error Resolution Notice under 12 C.F.R # 1024.35 Mortgage Loan Number XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, Fl XXXX, Deeded Lot in XXXX XXXX, Florida Your company incorrectly imposed a Fee described as a Property Inspection Fee of {$13.00} beginning in XX/XX/XXXX Statement and shown on monthly statements since that date. I requested verbal removal of the fee and told by your customer care agent @ XXXX that the fee would not need to be paid as it was for the Investor to pay. Another call in XX/XX/XXXX after another fee of {$13.00} was imposed. I was told they would investigate. Another call to an agent indicated that the fee was being imposed, I was told, because it was required by our application for Loss Mitigation, but, we did not have to pay it. Then when we started to receive a monthly charge of {$13.00}. Another agent advised it was a late fee. Additional calls to your telephone agents then indicated it was to inspect the property because it was vacant. When I explained it was a Vacant Lot, there should be no reason to inspect a vacant lot. The agent indicated they would get back to me and never did. Further calls to your organization resulted in no return calls.
In XX/XX/XXXX, I was able to speak to XXXX XXXX XXXX, Supervisor of telephone agents with your organization and explained the above to him. Furthermore, I indicated that such fees were normally imposed when the party is behind in their payments, but, that we have not ever been behind in our payments. At that time, he said he reviewed our records. Further, he indicated that our payments were being affected via your automated service and are up to date. I explained to him the property was a vacant lot and there should be no need to inspect it for habitation as there is no house on the property. He was not familiar why the fee was being imposed and assured me that he would call me back. He never called, and the fees continued to be charged.
After several calls to XXXX XXXX XXXX who did not respond to my messages to call me, in XXXX I spoke with Supervisor XXXX XXXX who reviewed the file and agreed that the Property Inspection Fee should not be applied and would remove those accumulated fees. This was confirmed in email correspondence to her on XX/XX/XXXX and XX/XX/XXXX. Finally, her email response dated XX/XX/XXXX as follows : Hello Mr. XXXX, I was in the process of getting the property inspection fees removed. I was advised that the property inspection fees are being accessed because the property is vacant. The investor requires a regular inspection of the property to make sure there is not any development being done on the land. I am in the process of finding out if you are supposed to be charged for the inspection or the investor. I will update you more on this as soon as I receive more information.
I responded by email the same day indicating that such an inspection is not the responsibility of the Mortgage holder as it is the responsibility of the County of XXXX, Florida and should not be applied.
As of today, I have not heard from XXXX XXXX or anyone from your organization and the fee has increased to {$27.00} in the past few months.
I request that Property Inspection Fees are not to be imposed and should be immediately removed from our statement and all fees paid by ourselves be returned by check to our address above. Please respond in writing XXXX XXXX XXXX_____________________________________ date ____________________ XXXX XXXX XXXX____________________________________ date ____________________
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| 05/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX follow up call to Shellpoint ( XXXX, XXXX XXXX, XXXX ) XXXX minutes ; XXXX ; I received yet another decline for PMI removal the exact same auto-generated letter I have received since filing other/earlier requests that does not address the newly renovated/increased market value of my house. XX/XX/XXXX, I called Shellpoint and spoke with supervisor XXXX who advised me that no one was looking at the request to remove PMI based on market value and that he said it was likely going into an automate response queue based on the XXXX. He said he would send an email to a supervisor in the PMI dept to specifically review my request within the scope of market value and I should be receiving an email with next steps that detailed how/when a BPO and Market Valuation would be done. I never received that email. Instead I received another auto-decline letter, dated XX/XX/XXXX and also XX/XX/XXXX, with exactly the same bulleted information that did not apply to my request for PMI removal based on the increased market value/post renovation work for my house. I called XX/XX/XXXX to XXXX, spoke w/the above referenced people who told me that my account was now flagged, that I did not qualify for PMI removal based on the HOPA. When they said that my account had been flagged it also had the connotation of a threat and that I had done something wrong or was not in compliance/current with my mortgage. When I asked for further clarity around that, they had no further comment about the flag and then also told me ( XXXX XXXX and XXXX ) that Shellpoint was required to only use the original value of the home for PMI removal. When I told them that I had challenged the decline ( twice in their portal in writing and several times on the phone ) and shared/cited the XXXX XXXX guidelines that showed I was likely eligible based on the letter generated from XXXX XXXX XXXX ( hold my note while Shellpoint services it ) after my $ XXXX renovation showing my home value at $ XXXX in the XXXX market XXXX they told me again they could not use any BPO or market value and Shellpoint had to use the original value. When I further explained that whatever internal guidelines they were using were NOT XXXX XXXX guidelines but FHA guidelines ( or some other arbitrary guidelines ), they repeated the same info. I then said that by telling me thisand by not using the guidelines that governed the terms of my mortgage- they were breaking the law as they did not get to make arbitrary in-house servicing guidelines around this and that each type of mortgage had nuances within their guidelines, they told me if I did not agree I could challenge it with them but it must be in writing. I let them know I had already done that but no one was addressing the scope of my request to remove PMI based on market value, they again repeated that the HOPA was what they used to determine and I could challenge it. I then let them know they were not abiding by the service guidelines of my XXXX XXXX XXXX and that by informing me otherwise, they were breaking the law and that they were also breaking the law by requiring me to put my request in writing ( again ) as it was determined years ago that verbal requests made by the consumer were required to be pursued with the same consideration as those in writing and this was put into effect/law due to the onerous tasking that mortgage servicers were putting onto consumers that forced consumers to either give up and/or allow servicers to delay their responses while they continued to soak up more of the consumers XXXX esp. w/re to PMI removal requests. I reiterated that my verbal request ( in addition to several in writing requests made through their portal to submit and then challenge all their many declines so far, which they disregarded in this conversation and told me didnt count because the most recent ( exact same ) response from them was the one I needed to challenge which is INSANE and keeps my requests in a never-ending zero response loop ), was sufficient. I continued to ask about next steps and request a BPO and even referenced the evaluation letter generated by XXXX post-renovation ( XX/XX/XXXX ) showing my home ( in their and my files ) at $ XXXX ( my mortgage is at $ XXXX now ). All operators on the call refused to pursue my request. They also refused to honor my verbal request to review the specifics of my request and refused to initiate anyone at Shellpoint from pursuing next steps ( eg, a BPO ). Different operators told me different things, even going so far as saying they did not have a PMI department and there was no such office. Incredible. I do qualify for PMI removal under XXXX XXXX guidelines. I do deserve to have consideration and specific review of my account and it is within my right as a consumer, and per the XXXX XXXX guidelines, for me to request this verbally and also have it be approved/removed. Shellpoints delays tactics, disrespect, misinformation and blatant disregard for the law and the XXXX XXXX guidelines which determine servicing of my loan by Shellpoint, can now only be seen as a willful disregard to abide by the law and soak the consumer for PMI / $ that is not due to them. My guess is that Shellpoint hopes I will give up and not pursue this. But they have screwed up my account and mortgage from day 1 of XXXX Loans transferring the service element to Shellpoint, XXXX XXXX, XXXX. Shellpoint needs to be sanctioned and fined for their willful disregard of the law/terms of servicing my mortgage. It is not unusual that servicers attempt to bilk consumers who may not know any better so servicers can clean up monetarily for years without anyone knowing any better : shameful, illegal and reprehensible.
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| 10/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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We were on a Covid forbearance for our mortgage loan since the middle of the Covid-19 pandemic until XX/XX/2022. Our loan is serviced by Shellpoint/NewRez. When the forbearance ended, we made all payments necessary to get us up to date on our loan. At that point, we were to resume regular monthly payments as we had before the forbearance started. Prior to the start of the forbearance, we had always kept our account on monthly autopay. After the forbearance ended, I logged into our account to ensure that we were once again on autopay. We had never had any issues with autopay in the past. Autopay should have resumed in XX/XX/2022, and because we had never had any issues with it, I had no reason to be concerned or feel the need to check up on it.
Unfortunately, on XX/XX/2022, as I was doing my monthly reconciliation for XXXX, I noticed there was too much money in our checking account. It was at this time that I realized the autopay draft with Shellpoint for XXXX had not taken place. I immediately logged into my account and saw that we were in fact on autopay and yet the debit did not take place as it should have. I immediately made a manual payment and contacted customer service to make a complaint and talked to an agent named XXXX XXXX. I told XXXX I could send her a screenshot ( Screenshot A ) of what I saw on my screen to show that our account is in fact on autopay despite the debit not taking place. XXXX acknowledged that something was awry with the system and therefore she refunded the late fees ( Screenshot B ).
Since then the technical issues with Shellpoint 's autopay system have NOT been resolved. Every month since then, I have had to make a point to make manual payments to our account despite the fact that our online account profile shows us on autopay. The automatic draft did not take place in XXXX either, but I decided to wait and see if this was a fluke and then XXXX came and again the autopay again did not take place. I called customer service again to complain and spoke to an agent named XXXX XXXX. XXXX acknowledged that the account was indeed on autopay. She could see that it was on autopay, yet she didn't understand why the auto payment did not take place. I had XXXX make a note of this recurrent oddity in my account. She helped me to make a manual payment for XXXX and she advised that I delete my autopay information and start from scratch and set up autopay again even though I was already on autopay. She suggested that setting autopay up again from scratch might " reset '' the system so that the auto payments would take place as they should.
Meanwhile, Shellpoint reported us over 30 days delinquent for XX/XX/2022, which was when all our problems withautopay started. This delinquency has forced my personal credit score to take a serious hit. Prior to this incident, my credit score was over 820, but it is now lower by over 100 points as a result of this erroneous delinquency in XXXX. I was not able to intervene in XX/XX/2022 to make a manual payment to avoid being delinquent that month because that was the first instance of the problem with Shellpoint 's system, a problem which I was wholly unaware of at the time and had no reason to be aware of. It was completely unfair of Shellpoint to report us as delinquent for XXXX since it was a failure of their system payment processes that caused us to be delinquent.
On XX/XX/XXXX, I spoke to a supervisor named XXXX XXXX to complain about being reported delinquent for XXXX. XXXX told me over the phone that after a forbearance ends, the online system will indicate that an account is on autopay, but it is not really on autopay and this is why my auto payments are not taking place. She also stated that after forbearance, autopay can not be set up online and that it must be done manually via a form that she will mail out to me. Nobody ever informed us of this fact before or after the forbearance ended! I have spoken to a number of people about this autopay problem, including XXXX XXXX in XXXX and XXXX XXXX in XXXX and neither of them was aware of this caveat of the autopay system after forbearance despite the fact that they are employees of Shellpoint. If the employees themselves do not know, then how arecustomers/consumers expected to know???? No rational person should be expected to look at their online account that tells them they are on autopay and somehow know or expect that the autopay system will not function as it says it will. We have the right as consumers to expect a legitimate financial system to function as it specifies or we should be explicitly told how to avert a problem within the limitations of said system before it creates greater adversity for us, as it has for me now with my credit score.
I filed complaints with each of the three credit bureaus. However, the delinquency remains on my credit report due to Shellpoint/NewRez 's refusal to acknowledge that their system was the cause of thedelinquencyin questiondespite the ongoing failures I experience with their technical system. I am angry, frustrated, and offended that Shellpoint will not remove the XXXX delinquency from my credit report. This is infuriating, unethical, unfair, and just plain wrong. If a lender offers an autopay service, we have the right as consumers to expect it to function as specified and we have the right to be reliant on the system operating properly and should not be penalized for consequences resulting from that failure, as I have with my credit score. Shellpoint/NewRez'spoor communication and ignorance on the part of some of their employees of their own system or lack of proper training were also serious contributing factors to this failure.
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| 04/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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1 ) my mortgage was in a Covid forbearance from XX/XX/XXXX to XX/XX/XXXX, with XXXX XXXX, a.k.a. XXXX 2 ) in early XX/XX/XXXX, XXXX XXXX started the process for me to modify my loan so that I could resume my monthly payments XXXX ) in XXXX, I received a letter stating that my loan was transferred to a new servicer, Shellpoint Mortgage Servicing 4 ) in XX/XX/XXXX, I was contacted by my Shellpoint Mortgage Servicing " loan specialist '', who informed me that the only options available to me were to : pay the entire past due balance up front, or apply for a loan modification. I was told that resuming my monthly mortgage payment was not an option. I stated that my only realistic option was to apply for a loan modification. Once that information was relayed, I was told that Shellpoint Mortgage Servicing would have to send an assessor to my home for an interior and exterior assessment. I have never heard of that before, for a loan modification, but maybe it is common.
5 ) I submitted my loan modification application in XX/XX/XXXX, only to receive a letter of denial from Shellpoint Mortgage Servicing that I did not meet the debt-to-income guidelines. I was given the option to submit a letter of appeal, along with supporting financial documentation to verify my ability to resume making my mortgage payments, by XX/XX/XXXX, and told that the documents had to be mailed directly to the XXXX XXXX for Shellpoint Mortgage Servicing 6 ) my letter of appeal along with all supporting financial documents was mailed, XXXX XXXX, to the XXXX XXXX I was given, however, I received a letter dated XX/XX/XXXX stating that my application for an appeal was denied due to non-receipt of the documents. I contacted the post office that received the package ( XXXX pages ), and they verified receipt of the package on XX/XX/XXXX. Turned out that no one from Shellpoint Mortgage Servicing had gone to check the mailbox. My " loan specialist '' told me to quickly email ALL of the documents to her, because time was going by.
7 ) I had to pay money to compress the files to transmit successfully. From XX/XX/XXXX, I've received numerous emails from the " loan specialist '' requesting the same documents over and over and over again ( bank statements, paystubs, form 4506-T, etc ). This has gone on for 4+ months now. It is obvious, that from the very first package I sent back in XXXX, my information has never, ever been reviewed or processed efficiently. I am legally married, but separated. However, I receive the same amount of money from my spouse each month, in spousal support, that I've provided months of records for, yet, I keep being told that his income verification must be provided. He does not work a regular job, does not file his taxes, and his name is not on the mortgage, or anything else tied to my house. When I informed my " loan specialist '' of this information via email, she responded by saying that I would need to submit a signed letter of explanation from my husband statung why he does not file his taxes. I provided that letter,, along with another signed letter from my husband stating that he is committed to paying the designated amount of money each month, towards the household expenses.
8 ) in XX/XX/XXXX, I obtained legal representation from an attorney with Georgia XXXX XXXX, and provided 3rd party authorization to Shellpoint Mortgage Servicing. My attorney informed me from the very beginning that if I have bank records of money consistently received from my spouse, who is not an occupant in the home and whose name is not on the mortgage, that it is not reasonable to demand income verification from him XXXX ) Shellpoint Mortgage Servicing gave a list of the SAME documents needed from me, to process a new application for modification. From XX/XX/XXXX to today, XX/XX/XXXX, Shellpoint Mortgage Servicing continues asking for the same documents over and over and over again. As of two weeks ago, my attorney received another email from the " loan specialist " that Shellpoint Mortgage Servicing would need to schedule another interior and exterior assessment of my home. Why is this necessary, when the most recent assessment was completed less than 6 months ago? Additionally, whilst I am being reviewed for a loan modification and being represented by an attorney, Shellpoint Mortgage Servicing sent me a letter from their attorney 's office at the beginning of XX/XX/XXXX stating that foreclosure has been filed and a sale date has been set for XX/XX/XXXX. Why would foreclosure be filed while I am in an active review for a loan modification?
10 ) Today, XX/XX/XXXX however, this same " loan specialist '' requested XXXX and XXXX tax returns from my husband, along with a new 4506-T that both he and I sign, and recent bank statements/pay stubs from me - after I already stated that he does not and has not filed his taxes ( in years ), and that I have no knowledge of the source of his income. Additionally, I have already provided months and months of bank statements, profit and loss statements and paystubs. How many more months will the same documents keep being requested am? Also, I am now being asked for bank records of where my paychecks are directly deposited, when I've already provided copies of my paystubs themselves.
It is obvious that Shellpoint Mortgage Servicing is being operated by unprofessional, untrained individuals who are seeking only to discourage homeowners who are experiencing hardship, and continue demanding the same documents repeatedly because they are not processing documents received in a timely, organized manner. I deserve the chance to prove my ability to make my mortgage payment.
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| 01/31/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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RE ; XXXX XXXX XXXX VETERAN with a VA home Loan We are struggling to make our mortgage payments because Newrez has our monthly payment to include an escrow for property tax that we do not owe ... ... .as a XXXX XXXX XXXX veteran we are exempt from paying property tax, yet Newrez will NOT recognize our XXXX XXXX Appraisal District Exemption Status Letter.
Our Home mortgage is with Shellpoint doing business as Newrez.
We are continue trying to get Newrez to remove the tax portion of our escrow from our mortgage payment. This would save us hundreds of dollars each month.
As a XXXX XXXX XXXX Veteran with a VA loan this seems as if Newrez is discriminating against XXXX. I have sent the XXXX XXXX XXXX District Exemption Status Letter showing we have the XXXX XXXX and Vet XXXX Total Exemptions multiple times.
I have gone through every channel, followed every direction asked of me, answered every question and still all we get are excuses or reasons why our request for an escrow analysis is delayed or denied...... yes, our most recent ( XX/XX/XXXX ) request for an escrow analysis was denied because it was " not Texas mortgage 's turn for escrow analysis! '' An escrow analysis was run in XX/XX/XXXX it came back indicating we still owed school taxes even though I have sent in XXXX 's Exemption Status Letter multiple times and the agents form Newrez say they can see that it is in our file.
The XX/XX/XXXX payment amount/coupon did not reflect that escrow analysis was done and neither did the XX/XX/XXXX payment amount/coupon So I sent the XX/XX/XXXX payment by Cashier check a separate check for interest, principal, XXXX what we calculated as the correct escrow amount for ( insurance only ). Each cashier 's check included in the memo section our account number, what the check amount should be used to cover as the XXXX payment. These cashier checks were cashed and the monies were left in an undetermined account ( I can see that these funds are NOT applied to the XXXX mortgage payment according to our Newrez Dashboard ).
We have been asking for a correct payment since XX/XX/XXXX here we are XX/XX/XXXX XXXX we are still waiting. I was aware that XXXX XXXX might be a little slow at getting our exemption status list on line, so I waited to have the Exemption Status Letter from XXXX XXXX in hand ( dated XXXX ) to start the process with Newrez trying to avoid this type of situation.
I have asked for the escrow analysis every month starting in XX/XX/XXXX, asked and been told our escrow concerns will be " escalated '' one agent even said she put in a formal complaint for us, yet there is still no resolution five months later.
The customer service from all departments has been very poor, I have been transferred from one department ( escrow, taxes, and customer service departments ) with no resolutions.
Crazy as it sounds, our XXXX payment amount is now HIGHER than our original payment amount. It feels like Newrez is discriminating against my husband and it hurts me to my core. XXXX was an XXXX soldier with accolades and no reprimands on his military record ( he has an XXXX XXXX DD214 ). He went to war several times and now trying to get Newrez to correct our escrow, adjust our payment and refund our surplus in our escrow account has become a war of attrition, I will not stop fighting for a correct mortgage amount that reflects XXXXXXXX XXXX earned Exemption Status as a Vet XXXX Exemption as awarded to him from our great state of Texas through XXXX XXXX.
I have been handling the whole process because XXXX 's XXXX would have us homeless by now ... .this is no joke ( it has gotten increasingly worse due to the stresses of Newrez not recognizing his XXXX XXXX Veteran XXXX!! His XXXX has taken control over him and changed our marriage relations as well as his ability to think clearly.
I don't think Newrez is deserving of our business and we would refinance with another mortgage company if we could be assured we would have the same or better interest rate and not have to pay all the fees associated with refinancing our mortgage. We are completely dissatisfied and disappointed with Newrez as our mortgage company. We are beyond furious with the lack of customer service and attention to our mortgage by Newrez. We feel as if Newrez is being very prejudice against XXXX as a XXXX veteran.
The financial hardship this has caused us has effected our home life, our savings, and our assets ( we were forced to sell our only vehicle that had no payments, we borrowed money multiple times form family and have had no choice but to try to lower our expenses and not doing routine maintenance to our vehicles and property.
My husband XXXX is the veteran this situation has had grave effects on his mental health ( his XXXX has worsened and his XXXX has increased ). As for me I have increased XXXX and loss of sleep trying to figure out how we can manage our finances and remain in our only home all while trying to keep my husband safe and our marriage together.
My husband is a proud Veteran as XXXX Solider he was trained to not ask for assistance but to deal with that is handed to you ... ... .He is NOT in the Military anymore but will always be a soldier. Texas offers this Tax exemption as a way to honor our Veterans... ..but Newrez continues to deny him this honor.
We feel Newrez is discriminating against my husband as a XXXX XXXX XXXX Veteran. XXXX XXXX XXXX does NOT deserve this, we all should honor our Military soldiers as heroes!
Please help us before we loose our home and our finances are ruined.
Any assistance and support you can offer would be greatly appreciated.
Thank you,
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| 03/25/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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To whom it may concern, As it so happens, I wrote to Shellpoint Mortgage Servicing, LLC ( Lender ) exactly one year ago on XX/XX/XXXX, requesting the removal of Past Due negative marks on all three credit reports for _______ ( Borrower ) account XXXX.
Stating the removal of Past Due negative marks on the Borrower 's credit reports was a part of the XX/XX/XXXX loan modification agreement with the Lender. The loan modification being the resolution to a dispute, from XX/XX/XXXX to XX/XX/XXXX, over the mismanagement of account XXXX, in which the Lender admitted to multiple erroneous errors.
The Lender replied stating they did not mismanage account XXXX and the reporting of Past Due payments on the Borrowers account was in accordance with the FCRA. The Lender declined to remove the negative Past Due reporting for account XXXX between XX/XX/XXXX and XX/XX/XXXX from the XXXX, XXXX, and XXXX credit reports.
I left the issue alone until I recently uncovered and reviewed communications between the Borrower and Lender during the dispute and the XX/XX/XXXX Loan Modification Agreements between Borrower and Lender.
An XX/XX/XXXX letter from the Lender, responding to the Borrower 's Consumer Financial Protection Bureau ( CFPB ) complaint submitted XX/XX/XXXX, regarding the mismanagement of account XXXX, states, While Shellpoint admits errors were made on the account, we also assert all errors have been corrected as stated in the XX/XX/XXXX response.
The Lender admits fault to mismanaging account XXXX in two letters. Yet, in a XXXX letter, the Lender stated they did not mismanage account XXXX and decline the removal of negative Past Due reports from the Borrowers credit reports.
The XX/XX/XXXX Loan Modification Agreement documents state, in two locations : As previously described, if you ( Borrower ) comply with the terms of the trial period plan, we ( Lender ) will modify your mortgage loan and waive all prior late charges that remain unpaid. and If you ( Borrower ) fulfill the terms of the trial period including, but not limited to, making any remaining trial period payments, we ( Lender ) will waive ALL late charges that have accrued and remain paid at the end of the trial period. '' A review of account XXXX payment history shows the Lender, in reparation for the mismanagement of account XXXX, waived ALL late charges accrued during the dispute between XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX.
I argue, one may surmise the removal of negative Past Due reporting on the Borrowers XXXX, XXXX, and XXXX credit reports to be equal to the waiving of ALL late fees between XX/XX/XXXX and XX/XX/XXXX as reparations for the mismanagement of account XXXX.
I formerly request the Lender remove the negative Past Due reporting from the Borrowers XXXX, XXXX, and XXXX credit reports.
In addition to the issue with Past Due reporting on the Borrowers credit report, the Borrowers credit report shows a balance of {$150000.00}, which differs from the balance of {$100000.00} reported on the monthly statements and the online customer service dashboard at www.shellpointmorgageservicing.com for account XXXX.
In XX/XX/XXXX the Lender deferred {$48000.00} of the principal balance on account XXXX until XXXX/XXXX/XXXX. On XX/XX/XXXX the Interest Bearing Principal Balance on account XXXXXXXXXX changed to {$110000.00}, yet this change was never updated in the Borrowers XXXX, XXXX, or XXXX credit reports.
When the Borrower reaches out to a potential lender for credit, they receive a rejection letter stating that the principal balance on the mortgage is too high. However, between XX/XX/XXXX and XX/XX/XXXX, the principal balance on account XXXX has decreased {$8500.00} or 7.5 %. The Borrower is paying on the Interest Bearing Principal Balance, not the Deferred Principal Balance, yet the credit report After reviewing my credit report I now understand why. The Lender is reporting the Interest Bearing Principal Balance and the Deferred Principal Balance as a whole. This way of reporting the Principal Balance is proving to have a negative effect on the Borrowers ability to obtain credit as potential creditors see the Borrower paying very little on combined balances.
Please have the Borrowers XXXX, XXXX, and XXXX credit reports updated to reflect the proper Interest Bearing Principal Balance of {$100000.00}, and properly report the 40 years, {$48000.00} Deferred Principal Balance so the Borrower is no longer receiving rejection notifications stating that their principal balance on the mortgage compared to the length of the loan is too high.
Thank you for your time and patience while working to correct the information on the Borrowers XXXX, XXXX and XXXX credit reports for account XXXXXXXXXX.
From the multiple erroneous errors in XXXX, the Lender 's lack of action to update the Borrowers credit report with the modified principal balance and XXXX deferment in XX/XX/XXXX, the XX/XX/XXXX denial of mismanagement of the Borrowers account, and refusal to remove negative past due to credit reports in compliance with the XX/XX/XXXX modified loan agreement, the Lender has mismanaged and misrepresented account XXXX for seven years.
In addition to the removal of Past Due marks from XX/XX/XXXX to XX/XX/XXXX, and updating the principal balance to reflect the Interest Bearing Principal, the Borrow also requests the 8 remaining Past Due marks from XXXX onward be removed from the XXXX, XXXX, and XXXX credit reports as reparation for the past five years of incorrect reporting on the Borrowers credit report.
Please let us wipe the slate clean and start over.
Thank you, XXXX XXXX
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| 09/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I, XXXX XXXX, refinanced my original mortgage with Newrez/Shellpoint Mortgage in XX/XX/XXXX. In XX/XX/XXXX, the company sent me an escrow surplus check in the amount of {$4500.00} and reduced my payment from approx. {$2900.00} to {$2700.00}. I was suspicious of this action so I called to verify. I was told there was a miscalculation in the escrow amount and the preceding actions were a result of an escrow analysis conducted.
After receiving numerous letters and emails from Newrez regarding me meeting the criteria to refinance for a lower interests rate ; in XX/XX/XXXX I called to inquire about the opportunity to save money. During the conversation, it was clear to me that the loan officer had inaccurate information regarding my monthly mortgage payment. He informed me that he could reduce my monthly payment from approx. $ XXXX/month to $ XXXX/month. He sounded confused when I explained that my current pay was approx. $ XXXX/mth. He told me he needed to investigate my claim further and he would call me the following day. He never called me back and two weeks later I received a letter indicating effective XX/XX/XXXX my payment was increasing to $ XXXX and effective XX/XX/XXXX my mortgage payment would increase to approx. $ XXXX/mth. I immediately contacted Newrez to discuss the changes and find out why this happened to no avail. I then went to my loan officer that refinanced my loan with this company. She and I called Newrez on XX/XX/XXXX to discuss the drastic increase. After a two hour discussion and Newrez indicating there was an increase because my property taxes were delinquent and they had to pay the delinquent taxes from escrow, we agreed I would pay back the surplus amount they had sent me in XXXX, I would also pay the increase for XXXX to ensure my loan remained current. The loan officer and I reviewed the impounded payment history with Newrez and all parties agreed there was an error with the tax amounts. That day paid Newrez {$4600.00} towards my escrow and on XX/XX/XXXX I paid Newrez {$3200.00}. Newrez agreed to contact the XXXX XXXX XXXX assessor to discuss the error in an effort to obtain accurate tax records and conduct another escrow analysis. Newrez agreed to provide me with an update of both actions and a reduced payment plan by XX/XX/XXXX.
On XX/XX/XXXX, Newrez sent me bill in the amount of {$3800.00}. I called to inquire about the agreed discussion on XX/XX/XXXX regarding the accurate tax records and the review of the escrow after I paid the requested amount on XX/XX/XXXX. I was informed that Newrez did not apply the {$4600.00} to the escrow account and continued to say the property taxes were delinquent and/or the annual taxes had increased. I explained to Newrez that I had contacted the XXXX XXXX XXXX XXXX and they informed me that my taxes were not delinquent and had not been delinquent during the time that I've owned the home. I provided a document from XXXX XXXX XXXX to Newrez and requested they immediately conduct an escrow analysis. They refused to conduct another analysis and said they had already done so and my escrow remains short.
During the entire month of XXXX, Newrez continued to call me daily demanding that I pay the increased mortgage of {$3800.00} and indicated that my escrow was now short by {$7500.00}. I contacted Newrez weekly requesting they conduct another escrow analysis because the drastic increase in the mortgage from {$2700.00} to {$3800.00} was not accurate and these practices were illegal and unethical. On XX/XX/XXXX I spoke with a supervisor, XXXX, and after I explained my situation she told me to pay the old payment of {$2700.00} so that I would not be delinquent on my mortgage so I obliged. She explained that the company policy allows its customers to pay the previous mortgage amount for two months until any and all concerns have been addressed. Newrez continued to contact me daily demanding that I pay the XXXX and XXXX mortgage payment in the amount of {$3800.00}. When I asked about the {$2700.00} payment that I had made in XXXX they explained that payment was applied to the escrow which was still short and my XXXX payment was due.
I spoke with another Newrez representative, XXXX XXXX, on XX/XX/XXXX and she promised me that an escrow analysis would be completed. During the week on XX/XX/XXXX another Newrez agent explained that the mortgage payment had increased so drastically because my home owners insurance had lapsed and the company applied their internal insurance. I immediately contacted my insurance company, XXXX, and they informed me there had not been a lapse in my homeowners insurance with their company since the purchase of the home in XX/XX/XXXX. I explained this to Newrez and they continue to demand that I pay the increased mortgage amount with no clear explanation.
Last week, I spoke with a Newrez representative XXXX, and he informed me that XXXX did not have the authority to approve me to pay {$2700.00} in XXXX and the payment I made for XXXX was applied to escrow ; therefore, my mortgage is delinquent for XXXX and now XXXX. He also offered me foreclosure counseling services.
Yesterday, I received a letter from Newrez/Shellpoint indicating that I'm now behind on my mortgage payment in the amount of {$7800.00} and threatening that I would lose my home.
To date, Newrez/Shellpoint has not provided me any documentation where they've conducted an escrow analysis or provided any justification for increasing my mortgage from $ XXXX to {$3800.00} in 30 days. I find this to be illegal and unethical practices and I'm afraid of losing my home due to their incompetence.
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| 07/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Our primary residence has 2 mortgages on it. The first lienholder is XXXX XXXX serviced by Shellpoint XXXX. I had an extended forbearance beginning in XX/XX/XXXX when covid hit and my business was shut down. Our servicer continued to extend the forbearance as covid continued to keep my industry, XXXX XXXX, shut down for some time. When things started to clear up, I unfortunately suffered a medical emergency which caused additional hardship.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I survived and learned to breathe, talk, walk and eat again. After several weeks in the hospital, I was diagnosed on the day of my discharge with XXXX. Due to this, I could not see my family, I could not work, or earn income for 45+ days.
We stayed in touch with our lenders. We were offered Loan modification however at the time we were not able to make the payments and we were transparent with them. I let them know that I was sick and that I needed to rebuild our income, that the house is our priority and we would pay as soon as we were able. The modification amounts worked, however, I needed several momnths to build back up to that amount to be able to pay. They said they would check back in a few months.
Once we were able to start paying again, I reached out as promised and was told that the loan modification was not an option anymore. This was in the fall of XXXX. I was told that the forbearance was extended again. They wanted me to pay {$30000.00} to reinstate and I obviously did not have that at the time. Again they said they would check back in a few months.
We started getting forcelosure letters from hundreds of attorneys. We were flooded with these. It was a huge stresspoint for our health and relationship. We fought through it. I had applied tof XXXX at the time. I first called shellpoint and I told them I was 100 % able to make the loan modification payments that they had offered just a few months ago. I was again told that was not an option, and they said I could just give them the deed to the house and they would not foreclose. I could not do this, I explained to them that the equity in the house is every XXXX that we have to our name since covid ruined my businesses I emailed them also at this time and notified them that we were in the application process for XXXX. That they could get us up to {$75000.00} if we were approved so we could get this to them and get back on track. They acknowledged this and said to let them know what happens.
We continued to provide application conditions to the processing and underwriting departments at XXXX, this went on for 5-6 months. During this time, I notified Shellpoint that we were in process 4 times in writing. I also had the processor from XXXX notify them in writing. However, they did not stop their pursuit to foreclose on our home.
I asked many times to please give options so we can make it work, but they said at this point we either have to give them the deed or pay {$100000.00} to reinstate the loan. It was at this point I found out about the moratorium for hardship victims who have XXXX XXXX or XXXX XXXX owned mortgages. It stated if you are in the process of trying to get approved for XXXX, that your primary servicer can not start foreclosure and if they had started they have to discontinue for sufficient time for us to try to get the assitance loan.
They ignored this completely. Not only that, but they completely ruined my credit, which cutoff my ability to earn any income, as I need to use my credit to invest and earn income. We were also embarrassed by the tactics used to serve us in front of guests, as well as the overflowing of letters, and calls to my wife 's family about the foreclosure.
We suffered major treble damages, financial damages, emotional damage, and still today, they continue to aggressively pursue and try to take our home and get us to give them the deed. They never acknowledged that we are in process with XXXXXXXX, and have even called my employers, past partners, previous mortgage lienholders, and have ruined my reputation in my industry.
I have struggled to find an attorney who knows about this specific moratorium. I have tried all of the websites, I have spoken to several who said we have a very strong case with significant proof of damages, however they can not take it because they have no experience with this specific instance. I finally found 2 attorneys who would like to take this case. They both feel very strongly about it, however I do not know if I can afford their retainer. I'm trying to get funds from family to help because they are very expensive.
I am looking for assistance here to stop this predatory activity, as well as legal representation to save our home, and also to file suit against the servicer due to their negligence and wrongful and predatory foreclosure practices.
We are broken at this point. If the bank makes us pay the hundreds of thousands in penalties and foreclosure fees, we will be ruined. We have equity in the home, and we have a buyer who will pay top market for it, however, we can not sell if the bank is going to go back on their word and use our XXXX hardship against us to try to get the house as they know now the equity that it has.
I am very grateful for the opportunity to present this complaint. If there is anything additional you require please do not hesitate to let me know and I'll provide immediately.
Sincerely, XXXX XXXX XXXX XXXX Address of property : XXXX XXXX XXXX, XXXX, NJ XXXX XXXX Cell Phone : XXXX XXXX XXXX XXXX : XXXX Thank you again!
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| 12/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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On XX/XX/XXXX, my mortgage payment from Shellpoint ( a division of NewRez ) went up from {$2000.00} to {$4400.00}. There has been no notice or justification as to why the sudden and significant increase in my mortgage payment. I called the company during business hours on XX/XX/XXXXXXXX and spoke with XXXX XXXX XXXX. She informed me that I was in an adjustable-rate mortgage and that I was sent a letter in XXXX advising me of such. When I mentioned that I did not see any such letter and I do not believe that I am in an adjustable rate, she advised that the letter was sent regular mail on XX/XX/XXXXXXXX with Changes on XX/XX/XXXX. She also mentioned the terms of the adjustable rate changed from XXXX index to XXXX index and that we would have received notification on that in XX/XX/XXXX. Again, I mentioned that we have received neither notification and she stated it was sent regular mail. I advised XXXX XXXX that we purchased our home in XXXX with an adjustable rate and subsequently modified our mortgage several years later after the mortgage meltdown and financial difficulties. My understanding was that we were in a permeant fixed rate. She read to me that she saw the Purchase with XXXX in XXXX and transfer to XXXX in XXXX. She also read all our mortgage rates XXXX 5.25 %, XXXX 5.25 %, XXXX 3.5 % ( XXXX ), XXXX 3.35 % ( XXXX ) and XXXX 4 % ( XXXX ) with no further changes since. We agreed that could have been around the time of our modification after bankruptcy in XXXX. XXXX XXXX advised that we should open up a case and make a regular payment to avoid collection activities. I asked if she would provide anything in writing and she stated that she would not. She opened a Complaint Case # XXXX and Research Case # XXXX and stated that I would be contacted in 2-5 business days and would hear from someone by Friday, XX/XX/XXXX. I opted not to make a payment at that time.
When no one contacted me at all, I reached back out to Shellpoint on XX/XX/XXXX, I explained my situation to the agent, name was " XXXX ''. She agreed to accept the regular payment of {$2000.00} over the phone and provided a confirmation number. She then transferred me to a supervisor, XXXX XXXX XXXX. He informed me that both cases had been closed and that I was misinformed, and no one would have reached out to me. He was confused looking at our loan and agreed that some additional research would be needed. He confirmed that the regular payment would suffice to hold off any collection attempts but refused to put anything in writing either. In our discussion, he did mention that he saw a modification in XX/XX/XXXXXXXX at 4 % and that it should have ended ( " reduction end '' ) in XX/XX/XXXX. He also stated that he did not see any other action until XX/XX/XXXX. XXXX XXXX advised that he needed to locate the original document and would be back in touch. He emailed me his contact information and stated that we should reconnect. I explained to XXXX XXXX that this was troubling and I do not believe that we are in an adjustable rate and have never been informed as such to dispute it either. He brought up the XXXX again and I informed him that I was completely unaware and never notified of anything to date. I also had an issue last year when their online system went down and I could not make a payment, after missing 1 payment, a certified " Notice of Intent to Foreclose '' was sent to myself, the state of Maryland and our tenant, causing them alarm. I said that I did not want that to happen again and he assured me that it would not. I also mentioned to him that had we ever been notified, we would have looked to refinance during historic interest rate lows ( I looked it up, from XX/XX/XXXXXXXX to XXXX, Investment Property Fixed Interest Rates were 3.125 % - 3.375 % ).
I did not hear back from XXXX XXXX and on XX/XX/XXXX received a certified " Notice of Intent to Foreclose '' with an unapplied balance of {$2000.00} and asking for full payments to be made by XX/XX/XXXXXXXX or we would be foreclosed on. My tenants have also received a letter and are spooked and are considering leaving now. I emailed ( XXXX ) and called ( XXXX ) XXXX XXXX on XX/XX/XXXX. I emailed and called him again on XX/XX/XXXX. After not hearing back, I again emailed XXXX XXXX today, XX/XX/XXXXXXXX and advised that I would be reporting to the CFPB.
First and foremost, I do not believe we are in an adjustable-rate mortgage and not sure how they have come to this conclusion. Secondly, there has been no communication from Shellpoint advising that they believed I was in an adjustable-rate mortgage until I logged in to make my XXXX payment. Had there been any notification either earlier this year or in XXXX, when he said it should have adjusted, we would have had plenty of time to research and remedy before the payment more than doubled. Additionally, we had excellent credit and plenty of equity and could have refinanced or even sold our home in XXXX or XXXX when rates were low and homes were selling in 2 days. Now, we are faced with foreclosure, a tenant that is nervous to stick around, high rates, no ability to sell or refinance and an aggressive lender who has no issue sending certified mail when it suits them has no record of mailing us when we deserve any type of notification. We are troubled, stressed, distraught, losing sleep and scared that our home will be taken after we worked so hard to rebuild our credit and paid on a mortgage for a decade while it was underwater in equity only to have the lender try to steal it away for us now that it has value.
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| 11/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez dba Shellpoint Mortgage assumed my mortgage from Ditech Mortgage whom filed Ch. XXXX, upon assumption I contacted Shellpoint in XX/XX/XXXX regarding my loan and the handling of the hazard warranty policy as it was time for renewal which previously Ditech had carried a lender placed Hazard policy on. I was advised by a Shellpoint Warranty representative that due to the 'type ' of loan, hazard insurance was not available through Shellpoint and I would need to provide proof of coverage within 30 days. I secured the coverage in XX/XX/XXXX via XXXX XXXX / XXXX and sent via email, mail, and fax proof of coverage to Shellpoint. I spoke again with Shellpoint warranty to confirm receipt of policy, which was validated by their representative and confirmation via letter in the mail. My call was forwarded to Customer Service to submit a request to remove the escrow from my account. As I have explained to Shellpoint XXXX - XX/XX/XXXX payments made did include an additional payment of {$51.00} to Ditech Mtg. at the time, until its expiration, Ditech did hold a vendor placed policy for insurance. Once the loan was assumed and I secured my own policy in XXXX, I reduced my payment to that of the principal only due {$420.00} as 'escrow ' was no longer valid to collect. This would be the first of now over 30+ calls, emails, letters to NewRez and Shellpoint since in attempt to get my loan and account information corrected. Following each call I receive a generic ' we are reviewing your request ' letter in the mail from Shellpoint, but no action. It is now 9 months after the loan assumption and nothing has been done to correct this error on behalf of Shellpoint. My Principal payment due of the loan is {$420.00}, I have been making those payments on time every month since XXXX to all various lenders who have assumed the original note. It is now, that the account is with NewRez-Shellpoint there is a problem. With each payment I send in proof of insurance coverage along with request that the escrow please be removed. Because my payment does not match total due in their 'system ' the payments are held in an 'unapplied ' account and not being posted until well after the due date often 15-25 days past their receipt, to which Shellpoint is ALSO then applying late fees on the account each month. In addition, this loan has a 9.5 % interest rate per day on unpaid balance. My loan balance due has not been calculated correctly due to the misapplication of payments. This I have also brought to the attention of NewRez and Shellpoint on multiple occasion that there is a misappropriation of payments and funding is overall affecting my net balance due on the loan due to daily interest. In XX/XX/XXXX, Shellpoint sent a letter they had acquired a Hazard Insurance Policy on my loan and there was an escrow balance due of {$590.00}, This was a month PAST Shellpoint being supplied proof that coverage already existed and their acknowledgment of receipt. I have re-iterated on multiple occasion that I do not want Shellpoint obtaining any such coverage on my behalf due to the amount of incompetence shown by not addressing my account concerns in the past 9 months. Hazard insurance will be provided by annually myself via XXXX insurance going forward. Within a few weeks of that phone call I then received a check from Shellpoint /XXXX for the amount I had paid for my policy less my credit card transaction fees, to which I returned a check to Shellpoint noting for Escrow Refund only in BOLD. Again, Shellpoint misapplied this to my loan account as a regular payment, it took over a month and multiple phone calls to get this reversed internally in their system. I continue to make my principal balance due payment each month, less the erroneous late fees and escrow fees applied by Shellpoint. I have called monthly since Shellpoint assumed the mortgage in attempts to resolve and gotten absolutely no where. I've asked to speak with a Supervisor in both Warranty and Customer Service and advised there are none. I've asked customer service for the NewRez Corporate mailing address and legal contact or a Managers name there and was advised they don't know or have access to that information. I've escalated on my own by research to identify NewRez corporate office and by mailing my documentation direct to NewRez to review and respond, which to date has went unanswered by their company. I advised in my last mail correspondence that I would be seeking other assistance to resolve this matter, and now here we are. I have filed a complaint with the XXXX and now filing with your organization of Consumerfinance.gov as well. Lenders should not be able or allowed to take advantage of their patrons. NewRez dba Shellpoint is a dishonest company in their business practices and handling of Mortgages, they should be held accountable. Nine months of this back and forth nightmare for any one person to try and resolve what should be a simplistic matter as Proof of Insurance coverage was long ago provided. I have afforded more than ample time to correct a clerical error made by this company. As of my last communication with them on XXXX XXXX, XXXX advising this has been an issue since XX/XX/XXXX ... .. I received letter via mail that 'they are reviewing my concerns and will advise '. I now have about 15 of the same generic letters I have received by them - yet no action on their behalf to correct their mistake. The handling of my account and communication ( or lack of ) from Management down by this organization and its internal representatives is unacceptable.
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| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My complaint concerns the abject failure and refusal of my loan servicer, NewRez LLC ( " NewRez '' ), to pay property taxes due for my mortgaged parking spot out of my escrow account.
On XX/XX/XXXX, I refinanced the mortgage on my condominium located at [ redacted ]. The loan originator was XXXX XXXX XXXX XXXX XXXX. The mortgage secured the condominium unit ( the " Unit '' ) and parking spot B-32 ( the " Parking Spot '' ). The Unit and the Parking Spot are separately deeded, have separate PIN numbers, and have separately assessed property taxes by the Assessor of XXXX County, IL.
The PIN for the condominium unit is [ redacted ].
The PIN for the parking spot is [ redacted ].
I have attached a copy of the Mortgage as Exhibit A. Pages 3 and 13 of Exhibit A show that mortgage secured the Unit and the Parking Spot PIN numbers.
Shortly after I refinanced, my mortgage was sold and NewRez was named the new loan servicer on XX/XX/XXXX. NewRez assigned the loan an internal account number of [ redacted ].
In or around the end of XX/XX/XXXX, I received separate property tax bills for the Unit and the Parking Spot. Copies of the bills are attached as Exhibits B and C. Exhibit B shows that the assessed property taxes for the Unit were {$1600.00}. Exhibit C shows that the assessed property taxes for the Parking Spot were {$340.00}. Both bills stated that the amounts were due to be paid by XX/XX/XXXX. If they were not paid on or before XX/XX/XXXX, the balances would incur statutory interest of 1.5 % per month.
On XX/XX/XXXX, I checked NewRez 's website to see if the property taxes had been paid from my escrow account. The website showed that NewRez had paid the property taxes for the Unit on XX/XX/XXXX, but they had not paid the property taxes for the parking spot. I called NewRez 's customer service phone number at XXXX and spoke with a customer service representative named XXXX. XXXX told me that NewRez had no record of the property tax bill for the Parking Spot, and told me to forward the property tax bill to the parking spot to an e-mail address of XXXX. XXXX informed me that the tax department would then pay the property taxes for the Parking Spot out of my escrow account.
I followed XXXX 's instructions and forwarded the property tax bill to the loan servicing e-mail address. I sent follow-up e-mails on XX/XX/XXXX and XX/XX/XXXX to inquire on the status of the Parking Spot tax payments, but I received no response. Copies of my e-mails are attached as Exhibit D. Further, NewRez 's website and the XXXX County Treasurer 's website showed no indication that the Parking Spot 's property taxes had been paid.
Having received no response from NewRez and with the XX/XX/XXXX due date for the Parking Spot property taxes looming, I called NewRez again on or about XX/XX/XXXX. The customer service agent informed me that NewRez had received the Parking Spot Property Tax Bill from me and that it was still being processed by the tax department. She also assured me that NewRez would pay any late interest due if the taxes were not paid by the due date.
Several weeks passed without update from NewRez. On XX/XX/XXXX, I received a letter from NewRez stating that " Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry. '' A copy of the XX/XX/XXXX letter is attached as Exhibit E.
I called NewRez 's customer service department and asked to speak directly with the Tax Department to see if I could provide any assistance or any further information that would help them process my payment request so the property taxes on my Parking Spot could be paid without further delay. I was told that the Tax Department " is not a customer-facing department '' and that I could not be transferred to anyone who could directly assist me with paying the taxes. Instead, the customer service representative offered to " escalate '' my issue for more rapid response. I implored the customer service representative to do whatever he could to get the issue resolved, but I was told that " escalating '' my issue was the only available option.
On XX/XX/XXXX, I received a letter from XXXX XXXX of NewRez stating, " Please be advised, we made a payment of {$1600.00} to XXXX County Tax Collector on XX/XX/XXXX with the funds from your escrow account. Your taxes are not delinquent. Upon investigation of your dispute, NewRez has been unable to determine that an error has occurred. '' The XX/XX/XXXX letter contained no reference to the separately assessed property taxes that were due on the Parking Spot. A copy of the XX/XX/XXXX letter is attached as Exhibit F.
Following NewRez 's XX/XX/XXXX letter, I immediate sent an e-mail to Ms. XXXX and the XXXX e-mail address once again explaining that I have never disputed NewRez 's payment of the property taxes for the Unit. I again implored NewRez to pay the separately assessed property taxes on the Parking Spot. I also called NewRez 's customer service department again. The customer service representative told me that the tax department 's response to my inquiry was " concerning '' but said that all she could do was " escalate '' the matter once again. I sent additional follow up e-mails to Ms. XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX, but I have received no response. Copies of my e-mails are attached as Exhibit G.
NewRez 's abject failure and refusal to pay the property taxes on my Parking Spot from my escrow account is inexplicable, inexcusable, and beyond frustrating.
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| 03/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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CFPD, I am writing to file a formal complaint in regard to Shellpoint Mortgage Servicing and the mishandling of my Loss Mitigation Application. By constantly changing the single point of contact ( SPOC ), Shellpoint Mortgage Servicing is not putting forth a Good Faith effort as required by the Consumer Financial Protection Bureau ( CFPB ).
A brief and condensed history follows. My hardship started in XXXX with the downturn of the economy. My former husbands XXXX business was put out of business which ultimately led to a Chapter XXXX Bankruptcy filing XX/XX/XXXX. We began a XXXX-year Chapter XXXX Plan. Due to the stress and hardships our marriage ended XX/XX/XXXX. I then lost my job XX/XX/XXXX and struggled financially which all led to getting behind on our mortgage. I have lived in my home for 19 years and have worked tirelessly to try and save my home by applying for my mortgage to be modified through the Loss Mitigation process.
Our first Mortgage Lender was XXXX. I submitted a Loss Mitigation Application starting in XXXX which was a completely abysmal process. Due to XXXX haphazard effort through XX/XX/XXXX, the application never resulted in a completed Modification outcome. Repeat issues of requesting more and more documents of information that had already been submitted and not acknowledged. Multiple changes of, single point of contact, in which each new person was starting over in the application process. I could not get any traction and finally retained our Chapter XXXX attorney to represent me in the Loss Mitigation process to XXXX mid-XXXX. My attorney also could not get clear communication with XXXX. Then all communications ceased XX/XX/XXXX ; later to find out the loan had been transferred to another servicer, XXXX, who held it until it was transferred to XXXX for approximately 6 months and ultimately ended with Shellpoint sometime in the XXXX of XXXX.
I reached out and met with XXXX XXXX, Certified Housing Counselor at SNAP, on XX/XX/XXXX to once again begin a new Loss Mitigation Application with Shellpoint. At that appointment I came prepared with required documents to submit the Loss Mitigation Application including : Uniform Borrow Assistance Form, Homeowner Financial Worksheet, Copy of Divorce Order, Property Taxes and Homeowners Insurance Form, Doff-Frank Certification, Budget, Profit and Loss Statement, Copy of Mortgage Statements, 2 most recent bank statements, 30 days of pay stubs, last 2 yrs IRS Tax Returns, a monthly utility bill, copies of all household bills and a Hardship Letter signed and dated which XXXX XXXX submitted to Shellpoint.
I have previously completed and submitted all requested documents, however I continue to get notifications saying they are missing requested documents that have already been sent and confirmed they were received by XXXX XXXX who was the 2nd SPOC. They are using these tactics to say they havent received documents to close my file by saying it is incomplete and they may conclude that you have withdrawn your request for a loss mitigation program and may resume other means to collect any amounts due on your account. Furthermore, I made every accommodation for a local Broker to come to my home for a BPO report requested by Shellpoint mid-XXXX XXXX. I was waiting to hear back from Shellpoint as to my options for Loss Mitigation when I noticed a man on XX/XX/XXXX at XXXX taping a Notice of Default to my front door! I scanned the document and emailed it to XXXX XXXX who then contacted Shellpoing the next morning. She was informed my single point of contact was no longer XXXX XXXX, the person I had been corresponding with for approximately 2 months, and was now XXXX XXXX, who she spoke with on XX/XX/XXXX. However I never received any notification of a change. I contacted XXXX XXXX via email on XX/XX/XXXX and she informed me via email on XX/XX/XXXX that she in fact was NOT the single point of contact and that XXXX XXXX was. Again, I was NOT notified of any change. I finally received notification of the change, but not until after I notified them via email I had not received any notification.
I have had 4 different single points of contact with Shellpoint since I started the Loss Mitigation process! Another point to note, is XXXX XXXX was told by XXXX XXXX that I would need to pay a 25 % down payment of {$75000.00} before being considered for a Loan Modification. This was the first Id ever heard of it and currently have not seen anything in regard to a down payment requirement. The requirement of a down payment is ludicrous and, by no means, a Good Faith Effort! If I had {$75000.00} I would not be applying for a modification of my mortgage. I have also come across information and public records that Shellpoint has been found at fault/guilty in the Court of Law for these same practices against homeowners. Shlepping continues to exhibit patterns of predatory practices on people trying to retain their homes. As such, they should be held accountable for their actions. There are clear violations in accordance with the CFPB rules and the Dodd-Frank Act.
I am following advise given by XXXX XXXX by filing this complaint and ask for your assistance in this matter. I know there are hundreds of thousands of homeowners who have been in the same shoes as I and have lost their homes due to the strong arming of large mortgage companies who have not put forth a Good Faith effort in helping homeowners save their homes with affordable options. I hope not to become a statistic.
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| 05/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I filed a complaint with Consumer Protection in XXXX under case number XXXX, regarding Shellpoint Mortgage Servicing. In that complaint, I complained that Shellpoint was alleging that I was 90 days past due in payments and therefore they placed my loan in default. None of this is true. I reached out to Shellpoint by phone and they indicated that there was nothing they could do unless I was impacted by COVID-19. I explained to them that there were mistakes made on their end and I asked them why they were returning my monthly mortgage payments that I submitted to them via check and certified mail and they indicated that was because my loan was in default. I asked them if they could accept my payments until they could figure out what the problem was and they said no. I then submitted a complaint with Consumer Protection. I was unclear about Consumer Protections process, therefore I did not know that the Respondent was going to submit their response to my complaint through Consumer Protection.
In XXXX I filed a complaint against the Respondent to the XXXX XXXX XXXX of South Carolina. XXXX XXXX is the name of the person who received my complaint. In this complaint, I submitted the cancelled bank statements to Shellpoint from XX/XX/XXXX through XX/XX/XXXX. Shellpoint took over my loan from Ditech in XX/XX/XXXX. Shellpoint started sending me notices by mail in XX/XX/XXXX indicating that I was late on my loan payment. I wrote to Shellpoint at that time and told them that I was not late, and I also sent them a copy of the cancelled check. Shellpoint indicated in their response that Ditech misapplied my loan payment, and the payment was applied to the escrow account and not to the loan. They indicated that they could not make any changes to the loan. They indicated that I would be responsible for the late fees which is over {$700.00}. Shellpoint then indicated that I wrote the wrong loan number on the check of my XX/XX/XXXX payment, therefore the payment was applied to another loan. They indicated eventually the payment was applied to the correct loan, but they could not tell me when their mistake was made and when they fixed it. Either way, they indicate that this is the reason why they placed my loan in default and stopped taking my payments from XX/XX/XXXX through XX/XX/XXXX.
They increased my monthly loan payment without my knowledge. My loan payments were XXXX. They are now indicating my loan payments are XXXX a month, and the are claiming they sent me a notice of increased payments, which they did not.
Long story short, for whatever reason, Shellpoint accepted and applied my monthly payment via check for XXXX. I sent a check for XXXX XXXX as I had since XXXX or XX/XX/XXXX. I went online to their portal today and saw that only XXXX was applied to my loan. Where did the rest of my money go?
I am disputing the amount Shellpoint is indicating I owe in late fees because of their mistakes. In my last correspondence I sent to them through XXXX, I requested that they send me documents demonstrating that the late fees are a result of me not making my payments on time. I also asked them a lot of questions about the status of my loan, the name and job title of the persons who were responding to the complaint through XXXX, and I requested that they send a letter to the credit bureaus indicating that my loan is not in default and they refused.
Shellpoint was supposed to respond to my last message to them through the XXXX on XXXX XXXX, and they did not. Shellpoint messed up my loan and my credit, and because of their mistake and inability to take ownership, this I believe that Shellpoints practices is causing a disparate impact on me. I am a XXXX woman, who had a pretty good credit score prior to Shellpoints practices. My credit had been ruined because of their negligence. There is no transparency in who responded to my complaint. I do not have a clear picture of how my money was and is being applied to my loan.
I received a letter from Shellpoint on XX/XX/XXXX, indicating my loan is in default and I should call them to make payment arrangements. I explained to Shellpoint in my correspondence with them through the XXXX that any correspondence should be done through the XXXX, because they have not been transparent with me.
I will continue to send my monthly payments to Shellpoint via certified mail. In fact I will send XXXX payment ( XXXX ) via certified mail on XX/XX/XXXX. I will include a separate check in the amount of {$4400.00}, on the same day. This is the amount Shellpoints web portal indicates I owe. What is concerning is that in the letter I received from Shellpoint, they indicate I owe over {$6000.00} in payments and late fees. I did not sign any documents related to the increase in payments or property maintenance.
I am asking that an investigation be done regarding my complaint. I can submit all of the correspondence between myself and the anonymous employee at Shellpoint. I threatened to take legal action against Shellpoint, and that could be the reason why they failed to respond to my last request via the XXXX. Or it could be that their practices are fraudulent and they are unable to produce the documents I asked for. Either way this is concerning.
I can attach all of the correspondence between Shellpoint and myself upon request. I will attach the last two exchanges between the anonymous employee at Shellpoint and myself if this portal will let me.
Thank you, XXXX
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| 03/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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My complaint is with Shellpoint Mortgage. Shellpoint Mortgage acquired my mortgage account and the first payment was processed in XX/XX/XXXX. My XX/XX/XXXX payment via Shellpoint online service failed to process due to an error with Shellpoint systems. After contacting the customer service number on six different occasions, I provided information over the phone, a payment was processed, and I received a confirmation number for the transaction. I was reviewing my paying ( sending ) bank account on a daily basis to confirm the payment had been processed by Shellpoint Mortgage. I contacted Shellpoint multiple times between XX/XX/XXXX and XX/XX/XXXX to confirm payment. After receiving an alert that my credit report contained negative information, I contacted Shellpoint for resolution and was told to submit an email as a formal complaint / request and my concern would be addressed within 30 days. To date, Shellpoint has not provided any information and continues to report a late payment on the account for XX/XX/XXXX.
Timeline follows : XX/XX/XXXX : Submitted payment at Shellpoint website.
XX/XX/XXXX : Received confirmation of payment.
XX/XX/XXXX : Payment had not processed from my bank account ; called Shellpoint customer service line and was told by operator that there was a systems error of unknown cause. I provided account information and made a payment over the phone. Operator provided confirmation of payment.
XX/XX/XXXX : No payment had processed and I contacted Shellpoint customer service. I was assured payment was " in process ''.
XX/XX/XXXX : I checked Shellpoint website and saw 'returned ' item and fee. No notice of returned item. I again called customer service line and was told the reason was 'unknown ' as to why payment didn't process. I again provided payment information over the phone and made a double payment ( XX/XX/XXXX and XX/XX/XXXX ).
XX/XX/XXXX : Payment correctly processed for both XX/XX/XXXX and XX/XX/XXXX payments.
XX/XX/XXXX : Contacted Shellpoint Mortgage and again operator was unable to explain why previous payments did not process properly. I requested refund of {$120.00} I had been charged for payment processing and late fee errors.
XX/XX/XXXX : Again contacted Shellpoint Mortgage and was assured that there would be no negativer reporting to my credit report and fees were being reviewed.
XX/XX/XXXX : Shellpoint Mortgage reported a late payment to XXXX, XXXX, and XXXX.
XX/XX/XXXX : Called Shellpoint Mortgage customer service number as was told my complaint must be submitted via email to XXXX. I submitted detail complaint.
XX/XX/XXXX : Called Shellpoint Mortgage and was advised that I would receive a response within 30 days of my email dated XX/XX/XXXX.
XX/XX/XXXX : Shellpoint Mortgage has never responded to my inquiry for confirmation of account activity, has not responded to my request for correction of credit reporting, and has failed to notify me in any fashion regarding my request for reversal of fees. I have followed FCRA process with XXXX, XXXX, and XXXX credit reporting agencies.
I notified Shellpoint Mortgage representative that I am in the process of a significant career change which requires extensive background checks including consumer credit reporting and I expressed my concern over the potential negative impact of their delay in responding to my request for review and correction.
As of this writing Shellpoint Mortgage has failed to provide updates, explanation, corrected credit reporting, or any explanation for their failure to address fees created by Shellpoint 's failure to process my mortgage.
After multiple attempts to pay my mortgage via the online portal, I was successful in scheduling a payment for Friday ( XX/XX/XXXX ). After I did not see the funds leave my bank account by the close of business on XX/XX/XXXX, I called the customer service center and was told the payment would post in the next few days. On XX/XX/XXXX I logged in to check and I saw the NSF assessment and the returned payment notification. I immediately called the call center to identify the problem as I did not want the online error to generate a late payment issue. I was assured under RESPA and the FCRA that I did not need to worry about the error. I provided payment information over the phone for a payment and received a verbal confirmation that the payment had posted.
Over the next few days I watched my bank account carefully and noted no funds were paid and verified with my bank that no action was initiated to attempt to pull funds. I called the call center again and was told to give it a few days. On XX/XX/XXXX I checked the NewRez website and saw another NSF charge and a reversal of the payment. I again verified account number, routing number, and loan account number. I was told to check back and the problem would be researched. On XX/XX/XXXX I posted two payments and again called to verify my concerns that the payments be processed and there be no negative reporting on my credit report.
Based on the information I see on the website, it appears you are reporting my XX/XX/XXXX payment as not remitted until XX/XX/XXXX. This information is not correct and the delay in the payment is a direct result of a number of issues which have yet to be identified. It appears at this point the online payment processing system is functional and working. I do hope any issues have been resolved and I wont have problems conveying payments moving forward.
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| 11/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing in reference to what I believe to be an erroneous and/or deceptive practice by my mortgage service provider : Shellpoint Mortgage Servicing DBA NewRez, LLC. I have received correspondence from multiple offices of this entity, including : XXXX XXXX XXXX, XXXX, SC XXXX ; XXXX XXXX XXXX, XXXX, MI XXXX ; and XXXX XXXX XXXX XXXX, MI XXXX.
In XX/XX/2019 my mortgage servicing was transferred to NewRez, LLC from my previous mortgage servicer, XXXX, who had serviced my mortgage for approximately five years prior to the transfer.
Soon after the transfer of mortgage servicing, on XX/XX/2019, I received a letter from NewRez, LLC stating that " due to a map revision by FEMA, my property was now located in a flood zone '', demanding that I immediately obtain a flood insurance policy for the property securing the mortgage.
Since I am familiar with real estate transactions, mortgage servicing, and insurance requirements due to my profession as a XXXX XXXX XXXX, I looked up the most recent FEMA flood maps and did not find that a revision had been made to the area in which my property is located. With this knowledge, I responded to NewRez both via their online customer support feature, and by telephone, stating that my home does not appear to be located in a FEMA flood zone ; therefore I did not believe that I am required to obtain flood insurance, and requested that if NewRez did not agree then would they please provide me with a copy of the updated FEMA flood maps and I would gladly obtain a flood insurance policy if my property had in fact be rezoned.
I received multiple correspondence letters from NewRez subsequent to my request that essentially said " due to the complexity of my request, additional time was needed to research and respond ''. I then received correspondence from NewRez that stated that since I had not complied and obtained a flood insurance policy that NewRez was moving forward with obtaining a forced-placed flood policy for which I would be charged ( at a rate much higher than I could obtain a private policy ).
In an effort to avoid being charged for an exorbitantly expensive force-placed insurance policy, I contacted my insurance agent on XX/XX/2019, and obtained a flood insurance policy and submitted the proof of coverage and request for payment of the policy from my mortgage escrow account via NewRez 's online insurance documentation portal. Meanwhile I was still receiving correspondence from NewRez stating that more time was needed to research my request which to me indicated that they did not have a copy of the updated FEMA maps readily available, if they even existed.
I then received correspondence from NewRez on XX/XX/2019, stating that due to my failure to obtain flood insurance coverage, a force-place policy had been obtained by NewRez and my escrow account would be charged ( a policy which was approximately twice as expensive as the private policy that I obtained and submitted 7 days previous ).
After receiving notice that NewRez failed to recognize or implement my privately obtained flood policy, and then force-placed their own ( more expensive ) policy to my escrow account, I again reached out to NewRez via their online customer support system inquiring why my private policy had not been honored, why I was charged for the more expensive force-placed policy, and why the requested documentation ( updated FEMA maps ) was never provided to show that I was even required to have flood insurance in the first place.
I then received correspondence from NewRez on XX/XX/2019, stating that I never submitted a private flood policy, they have found no errors with their practices, and provided a FEMA flood map ( a Letter of Map Amendment ) ( LOMA ), stating that the LOMA satisfied my request of proof that flood coverage was required for my property. However, the LOMA provided is for a property that I do not own, and that does not secure the mortgage that is serviced by NewRez. Neither the legal description, nor the physical address on the LOMA reference my property ; they reference a property that is approximately 1/2 mile away. Furthermore the LOMA states that the subject property is being moved OUT of a flood zone and into FEMA Zone X.
After dealing with, and requesting information from, NewRez for more than 90 days, I still do not have documentation supporting that my property is located in a flood zone therefore requiring flood insurance. My private flood policy was not honored or paid from my escrow account, and I have been charged approximately {$300.00} over the last two months for a force-placed flood policy that I do not believe that I am even required to have.
I have retained copies of all correspondence from NewRez, have copies of the privately obtained proof of insurance ( including confirmation email from NewRez 's document portal ), and have a copy of the original plat map of my property showing that my home is not located in a FEMA flood zone.
I would very much appreciate it if the CFPB is able to provide me with relief as NewRez has been derelict in providing me with a satisfactory response to my requests. Furthermore, I am concerned that if this is a standard practice and the force-placed flood insurance provider is affiliated with NewRez and/or Shellpoint Mortgage Servicing, significant consumer harm may be conducted against many homeowners whose mortgages are serviced by these companies.
Thank you for your consideration.
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| 10/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I believe that errors have been made in the servicing of my loan.
The statement dated XXXX/XXXX/XXXX showed the amount due on XXXX/XXXX/XXXX as {$13000.00}. I mailed a check to Shellpoint Mortgage Servicing in the amount {$13000.00} on XXXX/XXXX/XXXX. The check was mailed to XXXX XXXX XXXX, XXXX, OH XXXX via Certified Mail Return Receipt Requested. I received the receipt showing that the payment was received by Shellpoint Mortgage Servicing on XXXX/XXXX/XXXX. However, according to the Statement dated XXXX/XXXX/XXXX, the payments were not credited to my account until XXXX/XXXX/XXXX 13 business days later.
Furthermore, according to the statement dated XXXX/XXXX/XXXX, a portion of the payment was applied to items not reflected on the XXXX/XXXX/XXXX statement.
Those charges included an Appraisal Cost Payment in the amount of {$430.00}, a Property Inspection Payment in the amount of {$97.00}, and a Certified Mail Cost Payment in the amount of {$140.00}.
I am not disputing the appraisal cost as I am aware that an appraisal was needed in connection with my Hardship Request and the amount is in line with what appraisals normally cost in this area. However, I am disputing the partial application of my payment to a cost that was not shown on XXXX/XXXX/XXXX statement. Furthermore, if I am paying for it, I formally request that I be provided with a copy.
I am disputing both the Property Inspection charge of {$97.00} and the partial application of my payment to a cost that was not shown on the XXXX/XXXX/XXXX statement. On the statement dated XXXX/XXXX/XXXX, the Property Inspection Disbursement was shown as {$13.00}, not {$97.00}. I request documentation of the charges, i.e. a copy of the inspection report and invoice from the inspector.
I am also disputing both the Certified Mail charge and the partial application of my payment to a cost that was not shown on the XXXX/XXXX/XXXX statement. I have never received any Certified Mail from Shellpoint Mortgage Servicing.
Furthermore, according to the statement dated XXXX/XXXX/XXXX, there was a balance of {$800.00} remaining after the application of these charges which were not shown on the XXXX/XXXX/XXXX statement but that balance was not applied to the XXXX/XXXX/XXXX monthly payment.
As a result of the application of my payment to these charges which were not shown on the statement dated XXXX/XXXX/XXXX instead of to the regular monthly payment due XXXX/XXXX/XXXX, the statement dated XXXX/XXXX/XXXX also includes a Late Payment Charge of {$150.00}. Because I am disputing the application of the charges noted above to my payment which was intended to pay the regular monthly payment due XXXX/XXXX/XXXX, I am also disputing the assessment of this Late Payment Charge. I made the payment of {$13000.00} as shown on the XXXX/XXXX/XXXX payment and, although the payment was not received by Shellpoint until XXXX/XXXX/XXXX, the statement clearly stated that If payment is received after XXXX/XXXX/XXXX, {$0.00} late fee may be assessed.
The statement dated XXXX/XXXX/XXXX showed an Amount Due of {$15000.00}. Subtracting the {$13000.00} which I had previously paid, the amount due was {$1700.00} which included a Property Inspection Disbursement of {$13.00} and an Appraisal Cost Disbursement of {$430.00} in addition to the regular monthly principal, interest and escrow amount of {$1200.00}. Both of the additional charges were listed on the statement. I made a payment in the amount of {$1700.00} by phone to Shellpoint Mortgage Servicing on XXXX/XXXX/XXXX. However, according to the statement dated XXXX/XXXX/XXXX, because of the charges listed above which were applied to my XXXX/XXXX/XXXX payment instead of to the regular monthly payment due XXXX/XXXX/XXXX, {$1200.00} of that payment was applied to the payment due XXXX/XXXX/XXXX. In addition, there was a Recording Cost charge of {$13.00} deducted from the payment. I am disputing this charge.
According to the XXXX/XXXX/XXXX statement, the remaining balance of my {$1700.00} payment ( {$1700.00} - {$1200.00} - {$13.00} = {$430.00} ) was added to the {$800.00} unapplied balance of my previous payment and applied as a Principal Only payment of {$1200.00} instead of being applied to the payment due XXXX/XXXX/XXXX.
The statement dated XXXX/XXXX/XXXX also shows a Late Charge of {$51.00} being assessed because full payment not received by XXXX/XXXX/XXXX. Had the payments been properly applied to the amounts shown on the statements dated XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and had balance of {$1200.00} been applied to the XXXX/XXXX/XXXX regular monthly payment rather than the Principal Only Payment, the Overdue Payment shown on the XXXX/XXXX/XXXX payment would have been {$26.00} and not {$1200.00}. Furthermore, my payment in the Amount Due of {$1700.00} as shown on the statement dated XXXX/XXXX/XXXX was made on XXXX/XXXX/XXXX and like the previous statement, the statement dated XXXX/XXXX/XXXX also clearly stated that If payment is received after XXXX/XXXX/XXXX, {$0.00} late fee may be assessed.
Finally, I made a payment my regular monthly payment in the amount of {$1200.00} due XXXX/XXXX/XXXX on XXXX/XXXX/XXXX. However, because of the application of the {$1200.00} to the Principal Only Payment instead of my regular monthly payment, I assume that that payment is being applied to the payment due XXXX/XXXX/XXXX and I am still being reported to the credit bureaus as 30 days delinquent.
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| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Upon getting notice that our Mortgage was now being serviced by NewRez aka Shellpoint Mortgage, we noticed that they had our address incorrect on our welcome packet. The letter was dated XX/XX/XXXX. Just less than a month after moving into our new condo. It is a little scary that our own mortgage company does not know our address.
Our next correspondence was to ask us to change the address on our insurance policy to the incorrect one they had listed. That blew me away because it was more than just a typo. If I had had my insurance agent listed unit # XXXX versus XXXX like they wanted me to, it would impact Newrez negatively if they ever had to file a claim. However, mistakes happen and humans transpose numbers. I know I do. The customer service representative told me to just disregard the letter and I felt fine doing so. I wish I had held on to that letter now. I did not realize that it was going to continue like this.
On XX/XX/XXXX NewRez sent a letter ( Newrez sent it to the wrong address ) stating that our flood policy was about to expire. Our master policy actually expired before the mortage and we had to bring an updated copy to our closing. Still, I sent both policies ( flood and XXXX ) to New Rez via website dashboard and document portal.
We received another letter telling us that the insurance amount was insufficient and they needed {$250000.00} per unit. I re-sent, emailed, faxed, uploaded our policies to the portal again showing that our master policy has {>= $1,000,000}. If you divide that by the XXXX units, it is {$250000.00}. As always, I was told to disregard the letter and I was assured our payment was the same, so there was nothing to worry about. I truly thought everything had been corrected on my account by that point. I had definitely spent enough time working with Newrez to get everything correct.
At that point, our mortgage was set to auto-pay. We thought our mortgage was on auto-pilot as it should be. We had absolutely no clue that they had truly force place flood insurance on us.
On XX/XX/XXXX, we received a letter showing us that lender placed insurance was being charged to us. As a result, we had a negative escrow balance and our mortgage would be increasing by about {$500.00} per month.
We had to pull all the paperwork out and call again. I came to realize that Newrez ( for wahtever reason ) is unable to request the COI for us. I contacted my property manager and asked for the XXXX COI. Unfortunately, the insurance company made a mistake this time and did not show the full amount of flood insurance. I contacted them myself to get everything fixed and emailed, faxed, uploaded the insurance information again. That was done today, so they have not had time to review it.
Where we stand now is that we just made our XX/XX/XXXX payment for {$2000.00} versus the {$1800.00} that is should be. An agent did seem to help us last time by ordering an escrow work up to detect any mistakes or overpayment. She let me know that it might not be done in time for our XXXX payment. She said she escalated it. That was XXXX and she was more helpful than any of the previous Newrez agents at least. However, I don't feel comfotable relying on her help soley because of history. The fact that our payment has changed, but not to the original amount is concerning to me.
At the very least, I have contacted NewRez by phone on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. This is not counting the times that I reached out via their " contact us '' section of the website and begged for a supervisor to contact me. I have tried every avenue possible. Each time taking away time from my own schedule, not getting my lunch break, etc. to fix my mortgage.I have saved most of the paperwork from Newrez. There was a letter or two that I threw away in the beginning because I never anticipated this type of problem. Plus, I am not sure if we received everything when they had our address wrong. I know there was a delay in receiving the ones we did get. I have begun to keep a record of every contact whether it be a phone call or a letter. This has been really confusing for me. It is hard for me to tell what is accurate and what is not. Newrez has been wrong every time except this last time ( the insurance company needed to correct their mistake this past time, but it was such an easy and quick fix ). I do not understand why someone in the Newrez insurance department did not reach out to the agency and do exactly what I did to fix the situation. They are the professionals. It feels weird that I am having to teach myself al lthis to keep from being overcharged.
This all has gone far beyond a simple mistake. It borders on harassment. It is an awful feeling to pay your mortgage on time, keep your insurance policies up to date and still feel like you are in jeopardy of losing your home constantly. I am not trying to be difficult at all. I am just tired of the constant barrage of letters from my mortgage company and trying to decipher which ones I should actually pay attention to. At this point, I not only pay attention to all of them, I have been forced to learn so much on my own because I can't realy on accurate information from Newrez. It is not just the annoyance of the wrong address, being wrong about my insurance, etc. I am being overcharged by this company with no end in sight. How do I protect myself from this?
|
| 07/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Newrez LLC is the latest in a long line of mortgage servicers for a mortgage I have on second home located in Indiana. Unlike previous servicers, at the inception of their servicing of my mortgage they took the position that the mortgage was delinquent ( thus opening themselves up to the full ambit of the FDCPA. From the inception of their servicing of my mortgage, they did not allow me to make regular monthly mortgage payments.
This incorrect perception of delinquency is due to a wildly incorrect accounting -- and although they have been accepting regular monthly payments -- they continue to insist there is a significant balance owed. I want this resolved -- not least because they have destroyed my consumer credit profile.
The reason Newrez LLC believes there is a significant balance owed on my mortgage owes in large part to their failure to recognize the validity of a Payment Deferral Agreement enacted by a previous mortgage servicer ( XXXX XXXX XXXX ) during the covid-19 pandemic. Under such enactment, twelve ( 12 ) months of payments ( principal, interest, tax, insurance ) were moved to the back of the repayment schedule -- extending the endpoint of the repayment calendar by 12 months.
I have on numerous occasions since XX/XX/XXXX provided written documentation of such Payment Deferral Agreement to Newrez LLC ( including its personnel XXXX XXXX, XXXX XXXX and XXXX XXXX ) and I was under the impression that the firm was working to fix the accounting records for the mortgage -- at which point I would be allowed to commence regular monthly mortgage payments. When I learned however in a telephone call with XXXX XXXX on or around XX/XX/XXXX that Newrez LLC would not honor the Payment Deferral Agreement abovementioned, I told him that I would be filing an onslaught of regulatory complaints against Newrez for violation of FDCPA and other laws. He capitulated and arranged for Newrez to automatically debit my banking account for the regular monthly mortgage payments starting with the XX/XX/XXXX payment.
However in XX/XX/XXXX XXXX XXXX told me that because I did not agree or apply for mortgage modification ( which is crazy- why would I do so when I was at all times financially capable of making the payments ) that Newrez LLC would no longer accept any payments. Upon pressing XXXX, he also told me that he would neither honor my Prepayment Rider ( which allows me to additional principal payments at any time irrespective of the status of the loan, and in a manner overriding over all other covenants in the mortgage agreement ). At this point I lost all patience and hired a mortgage industry expert to investigate my mortgage. Several irregularities were noted : 1. Despite the note/mortgage ostensibly changing hands many times since origination date of XX/XX/XXXX, none of the mortgage assignments have been recorded ( thus violating Indiana Law ).
2. There was no photocopy of the promissory note available in the files of the title company or in my personal files from the closing for the property in XX/XX/XXXX.
3. Based on information known about the now-defunct original lender, XXXX XXXX XXXX and based on the date upon which my loan was originated it is extremely likely that the promissory note has been lost many years ago.
4. The mortgage was never registered in XXXX or held by XXXX XXXX or XXXX XXXX, which combined with the lack of any recorded mortgage assignments makes it exceedingly likely that the promissory note was last many years ago.
I was told orally by the Newrez Loan Servicing department that XXXX XXXX ( or its subsidiary, XXXX XXXX XXXX ) is the " purported '' owner of the note. I have been demanding for 12+ months that Newrez LLC make the note available for inspection by an attorney of my choosing, and they have provided no answer whatsoever as to the location of the note or the contact details for its custodian.
The mortgage industry expert I consulted said it was likely that my servicer if forced would have an employee in the records department certify that upon review of the servicer 's electronic records, XXXX is the owner of the note. Such a certification does not qualify as the in-person inspection I want to arrange for an attorney of my choosing.
Accordingly, last month, I gave Newrez LLC a deadline of XX/XX/XXXX to facilitate inspection of the note by an attorney of my choosing. In response, I got a letter on or aroud XX/XX/XXXX from XXXX XXXX XXXX ( a full service multi-state default firm ) that *XXXX* is now collecting the debt associated with the mortgage. This is in direct contradiction with contemporaneous conversations I have had with the Loan Servicing Department of Newrez LLC. So I am being pursued in parallel by two, separate debt collectors ( namely : Newrez LLC and XXXX XXXX XXXX ) for the same debt. And most comically, it is almost a certainty that the " purported '' owner of the note is not a holder in due course.
At this time, I am still not in receipt of a full accounting of my mortgage, nor any information about the promissory note, nor an explanation as to why both Newrez and XXXX are now pursuing me simultaneously for the same debt associated with my mortgage. I have written numerous letters and communications to corporate officers of Newrez LLC without a single response.
This situation is untenable, so I am filing this complaint today.
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| 10/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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supplement XXXX XXXX life insurance is the OWNER of may loan the issue does not involve insurance. When they purchased the loan the servicing remained with Newrez llc.
XX/XX/XXXX via website contact email as attachment ATTENTION : XXXX XXXX Compliance Department Shellpoint Mortgage Servicing A Copy of this email posted on CFPB complaint website under XXXX XXXX XXXX XXXX, investor/owner. I am impressed by the extra effort Shellpoint to show how hard it is to reverse a mere XXXX payments. Minimum of XXXX entries to reverse interest, minimum of XXXX entries to reverse the principal, this does not include the reversal of the reversal entries. Then the " revised '' XXXX entries and reversed reversal. ***** I do not accept your revisions. *****Your* response, dated XX/XX/XXXX, to the CFPB, complaint # XXXX, is a mis-statement of the facts and is riddled with errors. The following issues are primarily from the first two pages of your response. Flooding the CFPB with 22 pages of faulty data does not prove your* compliance to the terms of my contract nor does it address the issues stated in the original complaint. ***** MY contract with XXXX stipulates, specifically, that the payments are to be adjusted annually. Notice is to be sent to me with, at least, a 25 day notice before the payment change date, XXXX. The remaining term, Interest and principal used to calculate the new payment is to be effective as of the NOTIFICATION DATE. ***** Your summary of the XXXX XXXX payment adjustments totally ignored the XXXX payment adjustment due XX/XX/XXXX, which Shellpoint did not address until the XXXX was involved in XX/XX/XXXX. The actual adjustment did not take effect until XX/XX/XXXX. XXXX MONTHS LATE! Correspondence with Shellpoint then and for the next XXXX XXXX XXXX ) payment adjustment stated promises to comply..****** XXXX Transferred note effective XX/XX/XXXX fed rate 4.34 % ignored in your data ) ( XXXX fed rate XX/XX/XXXX 4.84 % - recast note in XXXX at 4.59 % notification dated XXXX -see XXXX XXXX also erroneously entered in your calculation -- the only time ( actual ) principal balance was used in your calculation ) **Effective Date Principal & Interest, Payment Amount Interest Rate -- ( actual rate change dates prior to the DATED payment notice issued. ) XX/XX/XXXX {$800.00} 5.34 % -- ( fed rate correct notification dtd XX/XX/XXXX ) XX/XX/XXXX {$850.00} 5.84 % -- ( fed rate changed XX/XX/XXXX new mtg rate XXXX 5.59 % notification XXXX XX/XX/XXXX ) rec 'd XX/XX/XXXX ) XX/XX/XXXX {$650.00} 3.59 % -- ( hey got one right except for the padded principal ) XX/XX/XXXX {$650.00} 3.59 % -- ( per note terms notification was not required amortization calculated in XXXX yet the principal increased. ) XX/XX/XXXX {$770.00} 5.09 % -- ( fed rate XX/XX/XXXX new payment rate s/h/b 5.84 % notification dtd XXXX ) Fed rate chart -- readily available on line ... .. goes all the way back to the XXXX 's Date of Rate Change Rate ( % ) MARGIN NOTE RATE plus MARGIN XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ******************************************************* CORRESPONDENCE FROM SHELLPOINT re : Website, mailings, and XX/XX/XXXX response to CFPB PRINCIPAL BALANCES PER SPMS DOCS AND WEBSITE XXXX XXXX Mailing XXXX XXXX Mailing XXXX {$130000.00} Website XXXX {$130000.00} Website XXXX XXXX response new pymt calc ******************************************* The XXXX page pay history submitted with your response, attempts to reverse Shellpoint 's errors. Completely ignoring the XXXX transactions. After your excessive reversals, your beginning balance for your adjustments was {$140000.00}. XXXX transfered {$150000.00} **** the total principal adjustment prior to your adjustments was {$12000.00} your adjustments to the principal totaled {$12000.00}, where is the {$150.00}. Your interest adjustments were off by {$420.00}. ***** Your pay history is not reflected on your website, there appears to be a manual adjustment to match your numbers. XX/XX/XXXX XX/XX/XXXX Tax Bill XXXX Disbursement {$130000.00} XX/XX/XXXX - {$950.00} XX/XX/XXXX Unapplied Payment {$130000.00} Your response, reflects a XX/XX/XXXX ACH payment : XXXX {$180.00} XX/XX/XXXX XX/XX/XXXX Regular Payment {$950.00} {$160.00} {$130000.00} The actual amount was {$1000.00}. Missing {$65.00}. ***** Your revised pay history is based on faulty data. You can not create your own history of my account 's pay history. YOU CAN NOT CHANGE My HISTORY. This has been ongoing for over FIVE YEARS. As stated in my complaint to the CFPB, Shellpoint has ignored the terms of the contract, altered the previous pay history to " correct '' the mishandling of the terms. XXXX and CFPB may accept your promise to improve your system, but after XXXX and a half years, I do not. XXXXA CONTRACT IS A CONTRACT. If you can not comply with the terms. then you are in Breach of the contract. It can not be rewritten! You can not create your own history of my account. * for the purpose of this communication -YOU/ YOUR is Shellpoint Mortgage Services . ** copied from XX/XX/XXXX response
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| 10/28/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My home was impacted by Hurricane Irma on XX/XX/XXXX. After my homeowners insurance company and FEMA denied assistance to repair damages I applied for the Rebuild Florida program ( Rebuild Florida is a program of the Florida Department of Economic Opportunity ( DEO ) created to help Floridas long-term recovery efforts from recent hurricanes. ). Based on the age of my home Rebuild Florida will be replacing the dewling. One accepted I was responsible to submit several forms to the program 1 form needed to be signed by my lender, " lienholder consent form. '' I sent this form to Shellpoint Mortage and received an initial response that they were in possession of my request on XX/XX/XXXX. Subsequently, I received another letter on XX/XX/XXXX, that stated " Reference Number : XXXX Dear XXXX XXXX : This letter is in response to your recent inquiry regarding the above referenced loan. Shellpoint Mortgage Servicing ( " Shellpoint ) began servicing the loan on or about XX/XX/XXXX.
Please be advised, the requested document from Rebuild Florida has been submitted to the appropriate department for execution. Additionally, a request has been submitted to have the mobile home title released and to prepare and send a bailee letter with the executed document.
Once completed, the title release documentation and bailee letter will be sent directly to Rebuild Florida at the address provided to them.
This should be completed in the coming days.
As of the date of this communication the loan is current with the next installment due XX/XX/XXXX.
Please accept our sincere apologies for any delay regarding this issue. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization.
If you have any additional questions or concerns, please contact our Customer Service department at XXXX. '' I had thought this was all taken care of until Rebuild Florida again asked for the document again in XXXX on XXXX. Since I had now a new case worker for the program I assumed that Rebuild Florida had lost the document and requested another from Shellpoint to which this is the reply : " Shellpoint acknowledges receipt of your inquiry on or about XX/XX/XXXX about a form from Rebuild Florida which requires execution and return to a XXXX XXXX within the organization. In reviewing this matter, we confirmed that you previously submitted the same or similar correspondence to which we provided a response letter on XX/XX/XXXX that indicated the requested document ( s ) /information would be provided to Rebuild Florida shortly thereafter. Further review has revealed that, unfortunately, the requested document ( s ) /information was not provided to Rebuild Florida . The issue with completing Rebuild Floridas form is that our records and research show that the mobile was converted to real property.
In Florida, once a manufactured home qualifies as real property, the homeowner is required to surrender the certificate of title to the XXXX XXXX XXXX XXXX, so it is unclear at this time whether Shellpoint has the original title to provide Rebuild Florida. Furthermore, it is generally impermissible to demolish and/or remove the home from the property, as outlined in your Mortgage. We have coordinated efforts with our Corporate Counsel, who, on or about XX/XX/XXXX, began attempts to contact Rebuild Florida directly, to confirm the nature of the assistance to be provided, what information is needed to facilitate their offer, and whether we can/will provide same. We apologize for the delay in fully addressing your concerns, but please know that Shellpoint is thoroughly researching this matter and taking it seriously. Once our investigation is complete, you will be notified of the outcome under separate cover.
In the interim, please complete the enclosed Third-Party Authorization Form and return it to our Loan Servicing Department via mail to XXXX XXXX XXXX XXXX, XXXX, SC XXXX, fax to ( XXXX ) XXXX, email to XXXX, or online upload via the web portal. Your correspondence requested that we communicate directly with Ms. XXXX of Rebuild Florida ; however, we do not have proper record that you authorized MsXXXX XXXX to receive account information. According to privacy laws, Shellpoint can only release information regarding the loan to the mortgagor, mortgagors authorized representative, or executor/executrix of an estate. Upon receipt of the required documentation, our records will be updated accordingly. '' I have added my caseworker from Rebuild Florida to my mortgage as a contact. I have called numerous times ( to no avail ) and so has my caseworker, I have sent correspondence and requests for assistance through Shellpoint 's Portal, I have attempted to utilize Shellpoint 's chat feature, I have asked where there was an office that I could and would travel to so that I might settle this issue as I have 2 weeks before I am supposed to vacate my home for a replacement... there is NO office, there is no communication back, there is nothing. I am sitting here for years in a home that needs repairs ( repairs that should have been covered by XXXX XXXX ) that I can not fix ( per Rebuild Florida ) and now should this all fall apart I can not afford the repairs that the home will need.
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| 09/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
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Web |
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This complaint is a reply, to the response letter sent on XXXX by XXXXXXXX XXXX XXXXXXXX, replying to The NYS Attorney General 's inquiry on XXXX. CFPB Complaint number XXXX.
XXXX XXXX, Compliance Shellpoint Mortgage Servicing XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX Subject : WV Reply CFPB, Immediate Cease and Desist of Fraudulent Actions - Urgent Property and Civil Rights Matter Dear XXXX XXXX, I hope this letter finds you well. I am writing to address an urgent and deeply concerning matter pertaining to the actions of Shellpoint Mortgage Servicing in my case. Your recent letter dated XX/XX/XXXX, while validating some aspects of my claims, has raised serious issues that require immediate attention to safeguard my property and civil rights.
Key Points of Concern : 1. Identity and Ownership Clarification : My name is XXXX XXXX, and I am the undisputed owner of the property located at XXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX.
This complaint originates from me as an individual and the property owner, distinct from the Estate of XXXX XXXX XXXX ( XXXX ), which never held any ownership rights.
It is crucial to emphasize that these are two separate entities with distinct positions and rights.
2. Legal Framework : XXXX passed away in Florida on XX/XX/XXXX, with a valid will that clearly designated me, XXXX XXXX, as the recipient of the New York property upon his death.
New York State probate law ( EPTL 13-4.6 ) unequivocally states that property passing by operation of law is not considered an estate asset.
Under RESPA and TILA, I am confirmed as the Successor in Interest, granting me the same rights and protections as the original borrower.
The Garn-St Germain Act of 1982 provides protections for successors in interest when property is transferred as a result of the death of a borrower.
3. Failure to Notify the Court : Despite being aware of my ownership and rights since XXXX, Shellpoint, along with prior servicers, failed to inform the court of these pivotal developments.
New York law ( N.Y. Real Prop. Acts. Law 1311 ( 1 ) ) mandates the inclusion of all relevant parties in a mortgage foreclosure action to protect the rights of all parties involved.
4. Fraud Upon the Court : The actions undertaken by Shellpoint in pursuing foreclosure against the Florida Estate of XXXX, which never held ownership or authority over the New York property, raise concerns of fraud upon the court.
New York and federal law sternly address fraud upon the court with severe consequences, including case dismissal, monetary sanctions, civil liability, ethical and professional consequences, and even criminal charges.
5. Inaccurate Claims Regarding Assumability : Your letter states that the loan is not assumable under TILA. However, a review of the TILA agreement contradicts this assertion, as it permits assumption under federal law.
I am not purchasing the property ; I am already the owner, successor in interest, and considered the borrower under RESPA, TILA, and Garn-St Germaine protections .
Failure to act on the previous servicer 's signed assumption is in violation of RESPA and failure to notify the court is misleading and fraud under NY and Federal Law.
6. Confirmation of Successor in Interest : Your letter confirms my status as the Successor in Interest in XXXX, a confirmation that should have been made a decade ago. This acknowledgment relieves any questionable responsibility or involvement of the estate in property and loan matters. Your failure to notify the court is misleading and considered fraud.
7. RESPA, TILA, and Garn-St Germain Act Violations : Your letter validates all my claims of RESPA, TILA, and Garn-St Germain Act violations , which will be addressed in detail at a later stage.
Immediate Action Required : In light of these concerns, I hereby demand that Shellpoint Mortgage Servicing immediately cease all fraudulent actions and activities, including foreclosure proceedings against the Florida Estate of XXXX or any foreclosure sale of my property located at XXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX.
Your ethical and legal obligations are clear, and I expect full compliance. Failure to act swiftly and appropriately to rectify this situation will necessitate further legal action to protect my rights and interests.
I urge you to take immediate corrective measures to halt these fraudulent actions, protect my property and civil rights, and uphold the principles of justice that our legal system is founded upon.
I kindly request a response within 48 hours to confirm that Shellpoint Mortgage Servicing has ceased all foreclosure proceedings related to my property and is taking the necessary steps to rectify this situation.
I appreciate your immediate attention to this matter and eagerly await your response. Please consider this letter as formal notice of my demand.
Sincerely, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX CC : Sent via email : XXXX XXXX Attorney General 's Office XXXX, Detective XXXX at XXXX XXXX XXXX XXXX XXXX The Honorable Governor XXXX XXXX XXXX New York Office of the Attorney General XXXX XXXX XXXX XXXX XXXX Department of Financial Services XXXX, Office of Senator XXXX XXXX XXXX, XXXXffice of Congressman XXXX XXXX XXXX Assemblymember XXXX XXXX XXXX XXXX Deed and Equity Theft Unit XXXX,
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| 11/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
My loan, Loan Number XXXX, was transferred to Shellpoint Mortgage from XXXX XXXX XXXX on XX/XX/2021. The property address is XXXX XXXX XXXX.
Unable to pay mortgage as Shellpoint has disabled my online access as shown in the attachments.
Shellpoint then raised the interest rate on the account from 5.5 % to 10 %. Per section 2 of the Promissory Note, you will pay interest at a rate of 10 % following any default as described in section 6B of the Promissory Note. This is in violation of the Agreed Consent that both parties agreed to in the Bankruptcy procedures.
Notice of Foreclosure_______________________ You sent a notice of foreclosure to the insurance company, who in effect, cancelled the policy. I have been told that foreclosure procedures have not yet started and I am unsure why they would receive a notice of something like this before me ( or at all ). This needs to be corrected and you need to cease sending notices to the property address ( es ), the insurance company, or anyone other than me as I am revoking the right for you to share information regarding my account ( s ).
Bankruptcy_______________________________ My attorney filed an Amended Plan requesting the arrears to be placed as a deferred non-interest bearing principal balance and after the Chapter XXXX Plan was confirmed. XXXX has NOT updated the account with the terms of that confirmed plan. XXXX violated these terms when they increased the interest rate to 10 % during an OPEN BANKRUPTCY CASE and has failed to correct this. Additionally, the promissory note identifies a late charge of 10 % of the overdue payment can be applied to the account as a late charge. It DOES NOT give XXXX permissive right to increase the default interest rate from 5.5 % to 10 % throughout the remaining term of the loan, which XXXX took it upon themselves to do as previously indicated.
COVID-19 Loss Mitigation____________________________ I applied for loss mitigation options o and you have repeated stalled my request ( denial attached ) Many of the issues addressed have been addressed several times and sent several times. It should go without saying that I should not expect these attorneys fees to be added to my account but caution that if they have been in any form, they should be remove immediately. I advised that I am seeking relief due to the COVID-19 pandemic and have been denied. I requested that this account be reviewed for COVID assistance options on three separate occasions. Your repeated denial of this assistance is illegal under the CARES ACT. I am also requesting the COVID-19 Recovery Modification as defined by the CARES ACT to be processed to my loan.
Ceasing Contact _____________________________ I recently advised Shellpoint on a recored line that the company was in bankruptcy after she called me three times back consecutively more than a year ago. Mailing harassing correspondence to myself and my tenants, after the commencement of the Bankruptcy Case ( which is in itself a violation of the automatic stay ) that can result in further loss of income and a separate reason for me to take legal action. Therefore, ( yet again ) I have repeated requested you stop contacting me via phone and I never provided you nor consented for you to contact my personal phone line on ending in XXXX. Furthermore, contact future contact regarding the property only needs to be mailed directly to me or my attorney and not to the property itself. The tenants receive these notices and refuse to pay. The other matters addressed in my complaints on file with the CFPB, XXXX, state agencies, as well as sent directly to your office, including the illegal credit reporting, the issues regarding dual tracking, and, the harassing calls in violation of the Fair Debt Collection Act and the penalties that can be accessed under the are all thing I am available to discuss via email only.
Privacy Policy _____________________________ Per the following Privacy Policy " By clicking Submit I authorize NewRez LLC, its service providers, and/or its affiliates to call me or send me text ( SMS/MMS ) messages about my mortgage loan, including servicing and for collection, at the residential or cellular telephone number ( s ) I provided ( including the use of an automatic telephone dialing system or an artificial prerecorded voice ) even if that telephone number is on a corporate, State or national Do Not Call registry. You do not have to agree to receive such calls or messages as a condition of getting any services from NewRez LLC or its affiliates. Message and data rates may apply. Click here to view our Privacy Policy, '' I REVOKE MY CONSENT to be contacted by call or sms/mms messages about my mortgage loan.
" To expedite processing, please refrain from additional correspondence via US Mail and direct all future correspondence regarding the matter to this email address as I did not receive this notice on the date indicated. Instead of compiling, the relationship manager '' decided to keep asking for documents that were were not relevant to my situations, initiate foreclosure proceedings while there was an active loss mitigation application in file ( and after the commencement of a automatic stay ), not credit payments to the account, and ignore request where I tried to get the notes performing again.
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| 07/26/2017 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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In XX/XX/XXXX I applied for a modification due to the financial hardship I experienced in XX/XX/XXXX. Shellpoint mortgage received my mortgage in XX/XX/XXXX became my mortgage Handler. My file was in limbo for over a month because my point of contact left the company and my father not been reassigned once my file was reassigned I submitted all the required documents. However my file still set for over a month without any action as I contacted my new point of contact she informed me that she was working on my phone but never gave me any feedback or anything so I was constantly calling to get feedback on my file. Once you did begin to work on my phone the documents where I dated therefore I was required to provide new documents over again which was the price me another month lag and getting my modification process. Every time that I was informed that my point of contact was working on my file there was never any results after weeks of having required documentation in. Finally I got a letter stating I did not qualify for the modification contacted my point of contact to find out why was that Vice that I qualify for an exception was told that they would put the exception in which took another I would say month month-and-a-half just to get an approval. During is waiting. My mortgage is falling further and further behind my point of contact advised me that she would follow my mortgage to make sure it did not get a sale date for foreclosure. My mortgage did have a sale date for foreclosure in which my point of contact was not aware of I had to advise her up then she told me that my exception for the modification have been approved but she needed her supervisor to sign off on it. I was asking her to please Rush this process as quickly as possible because my home was scheduled to be sold for foreclosure. She told me that she was on top of it and we 'll get it taken care of before that time which is normally a five to seven day time. Well it took over a month and waiting for the supervisor to sign off on it in which my point of contact advised me that that was the proper time frame it was the normal time frame. Which other people in her Department advised me that it only takes 5 days. Who am I waiting. My home was getting closer to the sale date and I had no results once I finally got an approval for the modification my point. My point of contact advised me that I would have to pay three trial periods which would be XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. I agree to the payment of the three trial. Then days before my sale date before my home I was advised by my point of contact that a whole would not be put on my account unless I made my first payment I asked which was a month early then the three month trial. I did n't ask if the payment will go towards my modification she advised me that it would not. I went back and forth trying to get an understanding as to why my account would not be held see me that the investor approved modification and for the time period in which my payments will begin. I was told that the hold would not be put on my account until I made the payment that was required I ask for supervisors I talk with my attorney and talk with Realtors and no one had ever heard of such a thing if I was qualified for the modification the documentation that I received in the mail from shellpoint stated that my modification was approved process was approved and I had to make the payments the three payments for final consideration of final approval of the modification however they supervisor eventually called said that my payment would go towards my modification process I asked why was required for me to pay so far in advance I was advised that it was required because they were putting hold on the home and they wanted to see a good faith payment I went ahead and made the payment however since that time I 've gotten several calls from shellpoint stating that I have a new point of contact my new point of contact reached out to me and said that I had agreed to make Advance payments on my modification process and if I did not make those Advance payment that my modification would not be done. I was never advised that I needed to continue to make Advance payments on the modification is not in writing it 's not on my modification documentation and any place I am not certain what kind of business shellpoint is operating however I am concerned about how my account is being handled and I 'm very concerned about as a consumer how I am constantly getting misinformed information and misleading information I would like my account investigated immediately so this matter does not continue and that no other homeowner goes through such The Strain and hardship XXXX hardship that I have been subject through through my interaction with shellpoint it is very clear that they are not organized and that they are just giving misleading information to get whatever they want from the customer and not following mortgage guidelines I feel that they lack sincere professionalism and treat their customers very rude and disrespectful my account number is XXXX XXXX I have tried to give as much information regarding my concern as possible however if you need to speak to me to get clarity regards to my complaint please give me a call Direct it to XXXX thank you!
|
| 06/22/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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My husband and I have a VA mortgage with New Rez / Shellpoint Mortgage that has been in forbearance due to the Covid-19 Pandemic. After the special Covid forbearance ended, I requested that the VA Covid-19 Refund Modification program be implemented on my account. This program was created by the VA for homeowners that have not been able to financially recover to pre-Covid financial status, which is the case with us. During the pandemic, my husband, after having served honorably in the XXXX XXXX for XXXX years, was determined to be 100 % Totally and Permanently XXXX. We are now on a fixed income. I am his only caretaker and can not work outside of the home. Additionally, our young adult daughter had to move home from college during the pandemic due to very serious health complications that are only worsening. I am her full-time XXXX as well.
I have been asking for the VA Covid-19 Refund Modification to be applied to my account since last XXXX ( XXXX ), as it was designed to substantially lower our monthly mortgage payment to ensure the protection of our homeownership. Each time I have worked with my initial loss mitigation point of contact, XXXX XXXX, I was told by him, as well as his supervisor, XXXX XXXX, to bear with Shellpoint, as they are trying to expedite the implementation of the VA Covid-19 Refund Modification and in the meantime, we will apply a special 3-month forbearance to my account renewing as needed. I should note that during the entire Covid forbearance, I have received a multitude of threatening letters from New Rez / Shellpoint threatening foreclosure, late payment reporting to credit bureaus, and that they have been trying to contact me with no response from me ( which is fabricated ).
On XX/XX/XXXX, unbeknownst to me, my special forbearance ended as was NOT renewed as promised by XXXX XXXX on XX/XX/XXXX. I received a letter from Shellpoint on XX/XX/XXXX, explaining that my forbearance had ended, and I was now late on all of the payments not made during the forbearance. I called Shellpoint the very next day, XX/XX/XXXX, and confirmed that not only was my special forbearance not renewed as promised, but I also was no longer assigned to a loss mitigation team, and my point of contact had been transferred. I requested a supervisor call back ASAP and a new point of contact to be assigned to my case.
I was contacted by XXXX XXXX XXXX, who identified himself as the supervisor of my new point of contact, XXXX XXXX. XXXX XXXX called me completely unprepared, with absolutely zero information about my loan or about how to correct the ongoing travesty of a situation. After I took the time to bring him up-to-date, he then said, and I quote, A decision has been made that we will not be offering this program. When I asked what date and by whom was this decision made, he floundered and could not provide an answer. When I persisted, he placed me on hold to research it and said, I dont know if a decision has truly been made ; its just that the program isnt showing up on your account, so I assumed that was the problem. I strongly encouraged him to speak to his supervisor, XXXX XXXX, as well as upper management to get to the bottom of why I was being asked to be patient and wait for the program to be implemented and input into our system by all representatives thus far, from XX/XX/XXXX to XX/XX/XXXX, if New Rez / Shellpoint was never intending to offer me the program the entire time.
XXXX XXXX promised to 1 ) speak to XXXX XXXX as well as upper management and get the information I was requesting, 2 ) apply a special 3-month forbearance ( through the end of XX/XX/XXXX ), 3 ) provide me ( via email ) with his contact email as well as his supervisor 's contact email, and 4 ) call me back in just a few days with the information I had requested. NONE of this was done.
It is now a week later, XX/XX/XXXX, and nothing has been done on my accountno forbearance, no call back from anyone, and no work toward resolution.
It has become apparent that New Rez / Shellpoint is actively working against available resources and all of our best efforts to retain homeownership. Our assigned VA Loan Specialist, XXXX XXXX, contacted New Rez / Shellpoint on XX/XX/XXXX, and again on XX/XX/XXXX, to attempt to have New Rez / Shellpoint right their wrongs.
XXXX XXXX confirmed that on XX/XX/XXXX, the VA had sent New Rez / Shellpoint a pre-approval for a partial claim VA Refund Modification. She explained that she had approved our mortgage for the Refund Modification program that I had been requesting since XX/XX/XXXX. However, she stated that New Rez / Shellpoint had done nothing with the approval nor had moved forward with the Refund Modification. Once again, no answer or work toward resolution from New Rez / Shellpoint. Our VA Loan Specialist, XXXX XXXX, directed me to initiate a formal complaint via the Consumer Financial Protection Bureau to prompt a full and official investigation into the matter.
These events have caused significant stress and anxiety so severe that we have had to seek professional counseling for the negative symptoms we are experiencing. It should also be noted that this stress and anxiety negatively exacerbate both my XXXX husbands and my XXXX daughters health conditions.
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| 03/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, my mortgage was transferred from XXXX XXXX which is owned by Shellpoint mortgage to NewRez, which is also held by Shellpoint mortgage. I never received the letter stating I would have a new mortgage servicer prior to service change but I did receive the letter from NewRez that they were taking over.
In XX/XX/XXXX, I typically receive my new escrow analysis. I had received an email with a link to review my escrow analysis, but it was not correct. It stated my taxes, which are paid within my mortgage payment were {$330.00} short from the previous year. This was inaccurate as I received my tax statement from the county stating that instead of my taxes being {$4600.00} it went down to {$4300.00} which was technically an overage of {$280.00}. I provided the documentation to which XXXX XXXX was supposed to make the update to my escrow statement. This was XX/XX/XXXX.
On XX/XX/XXXX, I was notified that my payment increased from {$1200.00} to {$1300.00}. I contacted a representative which stated my payment was short. I asked to speak to a supervisor and got XXXX XXXX on the line.
He told me my escrow was short as my XXXX escrow was short and I was catching up from that. This is an incorrect statement. We all know we pay shortages either all at once or spread over months preceding the shortage ... which I did.
I sent all supporting documentation to XXXX and can not get a return phone call. I have called the customer service line also trying to reach him or his manager and I am told he isn't available or the managers are in a meeting.
Dates of continued calls are- XX/XX/XXXX, XXXX XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I sent an email on XX/XX/XXXX with a summary and attachments supporting my position and another email on XX/XX/XXXX asking for a call back or his manager.
Here is the email to XXXX XXXX : XXXX, During our conversation this morning, you had indicated that while my mortgage was at XXXX XXXX in XXXX, that I had an escrow shortage in the amount of {$450.00} and provided to me the letter I would have been sent by XXXX XXXX.
After reviewing that document, it also stated that my mortgage payment would have an increase of {$38.00} per month for 12 months bringing my payment to {$1200.00} from XX/XX/XXXX to XX/XX/XXXX to satisfy the shortage. You also indicated that I did not satisfy the shortage and that the servicing transfer from XXXX reflected the shortage. I stated that I would have had to pay that shortage through my monthly payment and that no mortgage company would have not increased the payment to get the shortage paid in full, should the borrow choose not to pay the in full amount and allowed a shortage for 3 years without being satisfied.
Attached, please find the notice you provided from XXXX of the shortage along with each monthly payment I made, in subsequent pages following in the amount of {$1200.00} each month ; therefore satisfying that shortage.
Additionally, I was able to log into my account and pull the last 3 mortgage statements from NewRez in XXXX along with XX/XX/XXXX statement.
The XX/XX/XXXX statement showed a current escrow balance in the amount of {$2700.00} also knowing the amount of the first half tax payment you advised in the amount of {$2100.00}, which would have left a surplus in the amount of {$600.00}.
I would still like additional documentation which shows I have a shortage of my escrow in the amount of {$330.00} and why the shortage. I have attached the letter received by the compliance department depicting the incorrect tax amount and therefore ; the document is incorrect as is the shortage.
If in XXXX through XX/XX/XXXX and XXXX XXXX, my payment was {$1200.00} with my escrow of {$370.00} per month and that was sufficient to cover the years taxes of {$4600.00}, then with the new tax amount being {$4300.00} an overage of {$280.00} then the amount should also be sufficient to cover that tax amount.
This is what I need from you : * Statements from XXXX XXXX from the time XXXX XXXX sold the mortgage to them to XX/XX/XXXX. XX/XX/XXXX through XX/XX/XXXX, showing a continued shortage.
* Process to remove my escrow, get additional funds from NewRez/Shellpoint which are held in escrow and escrow cushion mailed to me and I will pay my own taxes.
* XXXX and XXXX statements of where the funds I pay goes. What goes to interest, what goes to taxes and what goes to principal. It should show {$1200.00} transferred from XXXX and your document should show amount received. Of that {$1200.00}, what is escrow because my year end statement from NewRez doesn't show having received those funds.
If XXXX was transferred in XXXX and there were 5 additional escrow payments prior to disbursement for taxes ; XXXX, XXXX, XXXX, XXXX, XXXX and XX/XX/XXXX, there would have been a total of {$2700.00} with a payment of taxes in the amount of {$2100.00} and an overage or surplus of {$600.00}.
Now that your statement of the reason my escrow is short is because of my XXXX shortage wasn't handled with XXXX and they transferred to NewRez with a shortage is no longer viable, who can I speak with to discuss further these errors?
Email a response that you have received this email and 3 attachments.
Call me so we may review further.
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| 07/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My mortgage and my escrow account were transferred from XXXX XXXX , XXXX, Servicer for XXXX XXXX to Shellpoint Mortgage Servicing, Servicer for XXXX XXXX XXXX XXXX XXXX on XX/XX/2019. This was two days before the real estate taxes were due to be paid, on XX/XX/2019. Despite the fact that my escrow account had more than twice the amount that was due in taxes, as of XX/XX/2019, my real estate taxes that were due on XX/XX/2019 have still not been paid -- either by XXXX XXXX XXXX before the transfer or by Shellpoint Mortgage Servicing after the transfer. On XX/XX/2019, I sent the delinquent tax bill to Shellpoint Mortgage Servicing, only to have Shellpoint Mortgage Servicing respond by claiming that its " research '' led the mortgage company to erroneously conclude that the taxes had been paid and no taxes were owed on the property. I have since spent many hours on the telephone calling Customer Service Agents ( first on XX/XX/2019 ) and Supervisors at Shellpoint Mortgage Servicing, and was even joined in a teleconference on XX/XX/2019 that XXXX XXXX at Shellpoint Mortgage Servicing arranged with the real estate municipal Tax Collector, who verified that the real estate taxes had not been paid. Ms. XXXX told me that she would call me back on XX/XX/2019, with a report on the progress in paying the tax bill, which she assured me that Shellpoint would do. She never called me back. On XX/XX/2019, the Tax Collector notified me in the attached letter that it is placing an advertisement in the newspaper, notifying the community that my taxes have not been paid, and that a lien is being placed on the property. This will damage my reputation indelibly, leading individuals searching the internet to conclude that I am a tax delinquent -- despite the fact that I have already paid the taxes to my mortage escrow account, and that Shellpoint Mortgage Servicing refuses to pay the taxes through my escrow account. This is completely unacceptable to me and will result in considerable damages to my reputation, for which I depend for my livelihood. I was told by XXXX in Customer Service at Shellpoint Mortgage Servicing that on XX/XX/2019, a Manager had placed a " tax escalation '' on the account, which was due to be resolved by XX/XX/2019. On XX/XX/2019, XXXX in Customer Service told me that another " tax escalation '' had been placed on the account. Later on XX/XX/2019, I spoke with XXXX XXXX XXXX in Customer Service, who told me that Supervisor XXXX XXXX, the top supervisor in Customer Service at Shellpoint Mortgage Servicing, had submitted a " tax escalation '' request. I was told that Mr. XXXX would call me, which he never did. On XX/XX/2019, XXXX XXXX in Customer Service at Shellpoint Mortgage Servicing told me that my tax bill had still not been paid and that someone from customer service had tried to call me on XX/XX/2019. I explained that I had not received any calls on the cell phone number that I had given to multiple customer service representatives, requesting that the long-outdated numbers on file be corrected. They assured me that this would be done, which it was not. I then spoke with Supervisor XXXX XXXX on XX/XX/2019, who corrected for the second time the incorrect telephone numbers that I had corrected on a prior call, and told me that " payment was in process. '' However, Mr. XXXX could not tell me when the payment would be made. He agreed to call me at XXXX XXXX on XX/XX/2019, when the " back office '' that handles tax payments was still on duty, which he did not do so. I waited 4 hours and then called XXXX from Customer Service at Shellpoint Mortgage Servicing, who informed me that {$5.00} had been charged on my account today requesting that XXXX XXXX XXXX XXXX obtain a tax search report transcript. Then, at XXXXXXXX XXXX, Supervisor Mr. XXXX XXXX finally called me back to tell me that he had nothing to tell me, since he had not checked in with the " back office '' before they left at XXXX XXXX When I asked him about the {$5.00} charge that had been charged on my account today requesting that XXXX XXXX XXXX XXXX obtain a tax search report transcript, he told me that XXXX should not have provided me with that information, as it was from their internal records. It is evident that I am not being given candid and accurate information about why my real estate tax bill has not been paid. I need help from the CFPB to demand that Shellpoint Mortgage Servicing pay my delinquent tax bill from the funds in my escrow account. This is particularly urgent because Shellpoint Mortgage Servicing has just sent me a letter indicating that it has sold my mortgage servicing yet again -- for the second time in 3 months -- this time to XXXX , XXXX, effective either XX/XX/2019 ( according to a XX/XX/2019 letter from Shellpoint Mortgage Servicing ) or XX/XX/2019 ( according to the attached XX/XX/2019 letter from Shellpoint Mortgage Servicing ). If this bill is not paid before the loan servicing transfers on XX/XX/2019, then I will have to start all over again, and a lien will be place on my property. I should not have to go through all of this grief just to have the mortage servicing company pay the tax bill on my home from the escrow account into which I have paid my taxes.
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| 05/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have numerous charges on my account that I did not agree to, nor was I notified about. Because of these fees my statements and my online account appear to be in arrears. This is not the first time that Shellpoint mortgage has done this to me. The last time they fooled me into believing that I had missed several payments and that I was {$10000.00} behind, this scenario forced me into another modification. The new modification was smack in the middle of this pandemic. They added in $ XXXX of intangible fees that were previously removed from the last modification and they gave me a balloon interest rate. My payment went up almost {$800.00}. How does a modification make something affordable when the payment goes up and the principal balance goes up? They are forcing us into foreclosure and there is nothing we can do about it. To be taken advantage of in the middle of a pandemic is simply disgusting.
Here are a list of the fees, I have written to them regarding these items and have never received a response. The fees are labeled one way on-line and a different way on the statements. I have no idea what most of the fees are even about.
Transaction Date Transaction Amount Due Date Description XX/XX/XXXX ( {$23.00} ) XX/XX/XXXX Loss Draft Disbursement XX/XX/XXXX {$60.00} XX/XX/XXXX ( POC Objection fee ) XX/XX/XXXX ( {$60.00} ) XX/XX/XXXX other fee/legal fee XX/XX/XXXX ( {$1200.00} ) XX/XX/XXXX recording cost disbursement XX/XX/XXXX {$60.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$60.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$20.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX ( {$20.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$75.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$0.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$490.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$150.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$19.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$350.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$200.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$500.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$450.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$60.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$2100.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$700.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$450.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$150.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$3.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$450.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$150.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$660.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$600.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$95.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$0.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$60.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$16.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$470.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$840.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$7.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$350.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$23.00} XX/XX/XXXX Interest on Loss Draft XX/XX/XXXX {$4.00} XX/XX/XXXX Int on Escrow XXXX XX/XX/XXXX ( {$82.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX {$40.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX ( {$40.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$7600.00} ) XX/XX/XXXX Loss Draft Disbursement XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$3800.00} ) XX/XX/XXXX Loss Draft Disbursement XX/XX/XXXX {$11000.00} XX/XX/XXXX Loss Draft Payment XX/XX/XXXX ( {$500.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX {$15.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$250.00} ) XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$2500.00} ) XX/XX/XXXX Unapplied Payment XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX {$250.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$1000.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$93.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$650.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$1500.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$250.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$100.00} XX/XX/XXXX Appraisal Cost disbursement XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$45.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$30.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$170.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$170.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$250.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$850.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$170.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$1900.00} ) XX/XX/XXXX Tax Bill XXXX Disbursement XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb
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| 04/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For the month of XX/XX/XXXX we received a billing statement that indicated an escrow shortage. According to our records this is highly inaccurate because we have had sufficient funds in our escrow account the whole year. We called Shellpoint many times but the phone line kept going in a loop where I would always end up at the main menu even after indicating several times that I would like to speak to a representative. We were unable to reach them via the phone. Thus we made our normal {$610.00} payment for the month of XX/XX/XXXX because we wanted to get in touch with Shellpoint first so we can fix the issue. For the month of XX/XX/XXXX we paid the indicated amount of {$1000.00} because we were still unable to get a hold of them. After numerous failed attempts to reach them via the phone, we submitted an inquiry via their online servicing site on XXXX ( Attachment 1 ) and we made an account on NewRez on XXXX to see their secure message but after logging in we only saw the welcome email that was there and no other email!! We sent another inquiry/complaint on XXXX ( Attachment 2 ) and received a response on XXXX ( Attachment 3 ) saying that the reason we have such a large shortage in the escrow account in the amount of {$2300.00} is due to the additional XXXX that was included. The new billing statement included the missing XXXX amount for {$200.00} every month, the current XXXX of {$200.00} each month, the regular escrow amount of {$190.00} and the principle and interest, thus making our monthly payment {$1000.00} plus a late charge of {$0.00} even though we have never been late on making payments XXXX Attachment 4 ). They have consistently been charging us late fees even though we have never been late on our monthly payments, as it can be seen in the payment history ( Attachment 4 ).
This would mean that {$400.00} is going towards XXXX each billing cycle which is outrageous because that would mean that we are paying double towards XXXX than we are towards our principle balance. After reviewing that message we sent two more inquiries/complaints on XXXX and XXXX ( Attachment 5 and 6 ) requesting them to look over our escrow account again and to apply our monthly payments correctly because they wrongly applied our normal {$610.00} XXXX payment ( Attachment 7 ) to the principle balance for the month of XXXX XXXX Attachment 4 ). They sent a letter stating that we missed our XXXX payment even though we had indicated on the check that this was in fact the payment for XXXX and they were the ones that applied it wrong. We havent heard back since then. The response that was sent on XXXX was also deleted and can no longer be accessed by us ( Attachment 9 ). We no longer feel comfortable speaking on the phone with them because we would prefer a written response that can be saved! We dont trust them to be honest with us over the phone. They have been calling non-stop for the past few weeks but dont leave a voicemail regarding the purpose of the call. This feels extremely predatory and fraudulent. They sent a letter stating that they require a bit more time to review our account ( Attachment 10 XXXX but they did not hesitate to send us a letter stating that we have missing payments and indicated that we may be at risk for foreclosure and that our credit scores will be affected ( Attachment 11 ). We have continued to make regular payments to Shellpoint throughout the pandemic even after losing our jobs, going further by paying more towards our principal balance each month and even during this issue with the escrow accounts in the recent months. Our payment for the month of XXXX ( Attachment 12 ) is not being applied to our account but rather being placed in a separate account. This has put my loan in default and is putting me at risk for foreclosure. Doing a forbearance with Shellpoint is not an option since I can afford to pay my original mortgage amount of {$610.00}. When our loan was sold to Shellpoint in XX/XX/XXXX they sent a letter to us letting us know how much our monthly payments will be and what they money will be applied to ( Attachment 13 XXXX. This statement includes all our loan information and states that our monthly payment will be for {$610.00}, with {$420.00} being applied to the principle and interest and {$190.00} being applied to the escrow account. Shellpoint can not change the contract midway through and harass us regarding missing XXXX payments that we werent even informed about and did not agree to. We were not provided any information regarding this XXXX charge prior to this year. We have had our mortgage financed by other companies like XXXX ( Attachment 14 ), GreenTree XXXX Attachment 15 ), and Ditech XXXX Attachment 16 ) and we had a lower equity on the home with them but have never had such a high PMI payment. We currently have more than 20 % equity on our home, thus according to the Homeowners Protection Act, our XXXX should be cancelled! Shellpoint is trying to intimidate us by moving our payments to a separate account and making our loan default and ruining our credit scores. I do not trust Shellpoint because they have hundreds of complaints against them ; some of which mirror our struggles.
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| 02/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX we refinanced our mortgage. The account was immediately sold to NewRez/Shellpoint. We always set our payments on auto, and we asked to enroll in biweekly payments. The biweekly payments forms were submitted and the payments began deducting from our checking account.
We were not paying close attention to our checking account ( our one contribution to this situation ) but we had the impression that more payments were being made than usual ( because we were on biweekly. ) In XX/XX/XXXX, however, we discovered that NewRez had been deducting our biweekly payments, and each time there was a second checking account debit with a name we didnt recognize. At first we thought it was the name of a loan officer or something like that, but when we logged onto the NewRez website, we discovered that they had been paying another customers bi-weekly mortgage payments from our checking account ( in addition to our payments. ) We called NewRez on XX/XX/XXXX and they expressed shock, apologized profusely, and asked for documentation. That same day we uploaded to them redacted copies of our XXXX through XXXX checking statements, clearly showing over {$11000.00} in charges marked with the name of another customer. They promised to process a refund immediately. Instead, they processed another payment for the other customer the next day.
We heard nothing ( except an auto-generated thank you from the document upload page ) so we called them again on XX/XX/XXXX. The agent appeared to have no idea about their huge error and we had to start over at the top to explain it. Once again, we were given sincere apologies, and a promise that the funds would be returned immediately. Instead, they processed yet another payment for the other customers mortgage on XXXX XXXX. By now, they had taken a total of {$12000.00} from our checking account for another customers mortgage. We contacted XXXX XXXX and initiated a claim for fraud. They placed a stop payment order on the checking account that was supposedly limited to stopping payments with the other customers name on them ( so our payments would remain timely. ) On XXXX XXXX, apparently XXXX XXXX rejected our mortgage payment, even though they were told to only reject debits bearing the other customers name. We got a letter from NewRez collections department, telling us that the second XXXX biweekly payment was late and we needed to correct this by XXXX XXXX, which they wrote that we could do by using their automated systems. We tried their website. We tried their phone system. None of their system allow one to make a biweekly ( half the normal amount due ) payment. We eventually reached one of their agents on XXXX XXXX, and we told him that it was important that he note that our payment was made during XXXX. In other words, we made our required two payments in XXXX in the correct amounts.
NewRez, however, did not apply the biweekly payments we had made in XXXX. Despite the fact that their actions had necessitated us placing the stop payment, and despite their having stolen over {$12000.00} from us, and despite our having made the payment within the deadline their letter requested, NewRez marked the XXXX XXXX biweekly as an NSF, and charged us a {$25.00} late fee. Because the total of our two biweekly payments did not include an extra {$25.00}, they would not mark ( and still have not marked ) the XXXX payments as having been timely made.
We had to ask for our case to be escalated at NewRez/Shellpoint, from an agent, to a supervisor, to a manager. Each individual expressed dismay about our terrible situation. Each of them promised to take action and gave specific dates on which they would have the problem fixed. Each of them failed to deliver on their promises. Each and every one of them failed to even contact us back by the dates they said they would do so. On XX/XX/XXXX, NewRez/Shellpoint processed a reverse EFT in the amount of {$12000.00}. I questioned that amount, but they insisted that it was properly calculated, and I assumed that it included interested, because they had been holding our money since XX/XX/XXXX.
Because of all the above, we sought to leave this company. Our mortgage broker ( XXXX XXXX ) was shocked at our situation, especially after the owner of XXXX could not get an answer out of anyone at NewRez/Shellpoint ( despite the fact that his company had sent them a lot of business. ) We started a refi application with XXXX, and I went online and got a Formal Payoff Statement for XX/XX/XXXX, the date on which we would close the refi. That statement, however, was inaccurate. XXXX contacted NewRez to ask why they had not applied the payments that they had taken from our checking account on XXXX XXXX and XXXX XXXX, and they were given confusing answers that alleged that we were somehow over-refunded ( even though this was the first we had heard of it. ) NewRez also insisted that our XXXX mortgage payment was delinquent. XXXX pointed out that the records show that they received the XXXX payments, but NewRez/Shellpoint still has not provided an accurate payoff, and may have reported a delinquency on our credit. We have had to postpone our refi closing.
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| 07/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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this is in response to Shellpoint 's last response to my many-times filed request to remove PMI, and the CFPB complaint # XXXX.
OK XXXX XXXX- you are simply NOT 'getting it ' and are attempting to continue delay and obfuscating the point and also my multiple requests to have PMI removed. Let me lay it out for you : 1 - I am well aware that I have a conventional loan, which- under XXXX, was backed by XXXX XXXX
2 - Since Shellpoint TOOK ON SERVICING ONLY of my mortgage eff XX/XX/XXXX, XXXX XXXX XXXX still held the note and owned my mortgage, not Shellpoint.
XXXX I am well aware that XXXX XXXX ( brought up on previous fraud charges by all leadership save XXXX, in recent years and now w/a new CEO/ladership because of it ) in the indentured trustee on the mortgage now. Clear as mud.
4 - My request- as laid out NUMEROUS TIME BEFORE and filed online in the form of all these complaints, is this : While XXXX held my note, and even with Shellpoint Servicing my mortgage, I requested to have PMI removed, several times from XXXX XXXX XXXXXXXX. I spoke with several different operators who assured my i would receive paperwork to request a BPO evalution and that I would be charged a fee for this and that was the next step. This next step never happened. I have clearly laid out the timeline and my PMI removal requests that ocurred. You don't know the regulations or the fact that conventional loans NEED NOT BE OWNED BY XXXX to have PMI removed with an increased value/equity due to and appraisal. With XXXX as OWNER from XXXXXXXX XXXX XXXXXX/XX/XXXX, this was in fact part of their servicing offering/allowance and also Shellpoint 's ; below is a direct cut/paste from Shellpoint 's website re PMI removal options and the link to the Shellpoint page for reference : https : //www.shellpointmtg.com/helpful-tips/mortgage-help/what-is-pmi/ Monitoring home value The other way you may be able to pay less PMI is to carefully monitor your homes market value. In a strong housing market, its possible that your home may be worth a bit more every month you live in it. If youre confident that your homes value has significantly increased ( beyond the principal payments youve made ), talk with us and request a new valuation. Note : Youll have to pay for the valuation, which could cost as much as {$500.00}. But if the new valuation reveals that your LTV ratio is 80 % or less, you can ask us to cancel your PMI.
-- -- -- So I will ask you again XXXX XXXX, why has Shellpoint not honored all the many requests that I made to have PMI removed based on the potential valuation of my home ( that I was prepared to pay for but ALSO backed/bolstered up by the value XXXX put in writing for my home ), and why has Shellpoint delayed their responses for XXXX MONTHS in the times that I made the requests BEFORE XXXX XXXX took over as 'indentured trustee '. My requests are not unusual for any CONVENTIONAL home owner who pays PMI and has done a major renovation - and especially home owners in expensive cities, like XXXX, which has seen home values skyrocket in the past 10 years.
In response to your/Shellpoint 's 'taking matters very seriously ' -- I think not. You and your office have disregarded my complaints each time I have filed with CFPB and issued a blanket response without looking at timelines, onwership, and conventional mortgage/servicing perimeters. Your/Shelpoint 's operators/'CSA 's " have provided me info that confirms I am eligible and yet no action was taken to schedule a BPO- even though I was assured I would receive a form, an email, a schedule to make this happen. And -- I believe it was YOU, XXXX XXXX, who decided to issue a XXXX COVID deferment that I NEVER requested because upon transfer of my mortgage to Shellpoint for servicing, Shellpoint botched my mortgage value and attempted to charge my {$50000.00} higher ( so higher interest payments each month ) for my mortgage. So- please do not tell me that you/Shellpoint take things seriously. Shellpoint/you are prone to errors -- - as my filing yet another complaint with CFPB confirms because this the LAST thing I want to be doing on a friday night but must because you have STILL NOT RESPONDED -- and I'm going to say, at this point, perpetuates delays that constitute fraud. You have misinformed me- you have issued a XXXX deferral, you have not responded to my requests within the scope of my questions or timeframe. You/Shellpoint have turned a blind eye to all my requests since my loan was transferred for servicing on XXXX XXXX, XXXX. The lack of regard constitutes theft. If I were to have your job I would be fired by now but because you aren't fired- my guess is that your leadership is just as bad as you are and supports this theft ( first in the guise of attempting to charge my {$50000.00} higher on my mortgage, now by not honoring my request early and often to remove PMI ). The next step is to schedule a call w/you and a representative/HUD counselor who has agreed to help with this. You tell me your schedule and I will coordinate the call with HUD. ( attached is your response ( dated XX/XX/XXXX ) to the last complaint I filed w/CFPB. )
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| 12/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX Shellpoint Mortgage Servicing took over my mobile home loan from Ditech Financial LLC because Ditech filed for bankruptcy in XX/XX/XXXX. Since the transfer to Shellpoint I have continued to dispute a {$310.00} insurance charge that Ditech placed on my account in XX/XX/XXXX.
I had been in an ongoing dispute with Ditech Financial about this charge. Ditech claimed the {$310.00} charge was for a two-month lapse in insurance. On XX/XX/XXXX XXXX purchased a force-placed insurance policy for {$110000.00} of coverage for a premium of {$1900.00} and billed it to my account. PROBLEM # 1 is that my loan balance with Ditech at the time was only {$28000.00} ( XXXX XXXX billing statements enclosed ). Ditechs force-placed insurance policy ( copy enclosed ) states that lender-placed insurance IS ONLY TO THE LENDER FOR THE LOAN BALANCE. My loan balance was not {$110000.00}. Ditech had no right to purchase a policy for {$110000.00} of coverage which made the premium much higher than if they had purchased a policy based on my actual loan balance, the premium would have been much lower. PROBLEM # 2 is that Ditech purchased the force-placed policy 3 days after I had already purchased and submitted proof to them of my own insurance policy through XXXX XXXX XXXX on XX/XX/XXXX. The first notification I received from Ditech that they had purchased the force-placed insurance was in a letter I got in the mail on XX/XX/XXXX ( copy enclosed dated XX/XX/XXXX ). Since I had already submitted proof of insurance on XX/XX/XXXX there was no reason for Ditech to purchase another policy, especially one for {$110000.00} of coverage. When Ditech cancelled the force-placed insurance they only removed {$1600.00} from my account leaving {$310.00} charged to my account. Ditechs explanation for this was that XXXX XXXX XXXX Company did not reimburse them for the months of XX/XX/XXXX through XX/XX/XXXX thus they passed the charge on to my account. Since the force-placed policy wasnt purchased until XX/XX/XXXX I questioned how is it possible for XXXX XXXX XXXX to charge for months that are prior to the policy purchase date. Nevertheless I informed Ditech that it is not my fault or problem that XXXX XXXX XXXX didnt reimburse them the full amount and if they felt they were entitled to the remaining {$310.00} they needed to get it back from XXXX XXXX XXXX. I refused to pay it because Ditech should have never taken out the policy in the first place and furthermore the charge is proportioned on an inflated {$110000.00} coverage amount. My original loan for the mobile home was only {$38000.00} ( purchased in XXXX ). Every insurance policy that has ever been placed on the mobile home whether it was through Ditechs insurance agencies or other outside agencies has always been insured for the principal balance only. The mobile home has never been insured for more than the principal balance. So I failed to understand how Ditech could arbitrarily have force-placed a policy for {$110000.00} of coverage when I had never even been in debt to them for anywhere near that amount. Ditech claimed they had on file a policy showing I had previously insured the mobile home for the {$110000.00} amount. I told them that was absolutely ludicrous! I requested they send me a copy as proof of their claim however I never received a copy ( because no such policy exist ). Enclosed are copies of some of the numerous letters I sent to Ditech Financial trying to resolve this issue.
Shellpoint Mortgage Servicing continues to bill me for the {$310.00} charge. Since they took over the loan in XX/XX/XXXX I have repeatedly sent them emails ( some copies enclosed ) explaining the dispute issue and requesting they remove the charge. I received several responses from them that I found to be unsatisfactory so I continued to dispute the charge. On XX/XX/XXXX I received a letter by email ( copy enclosed dated XX/XX/XXXX ) from Shellpoint stating that they were in the process of removing the {$310.00} fee from my account and to allow 30-60 days for it to be done. When I received my XXXX, XXXX, and XXXX billing statements the charge was still on my account. More than 60 days had past. On XX/XX/XXXX I emailed Shellpoint complaining the charge had not been removed. On XX/XX/XXXX I received a letter ( copy enclosed dated XX/XX/XXXX ) in the mail from Shellpoint now stating their refusal to remove the charge from my account and that I would be reported as having a past due amount to the Consumer Reporting Agencies. That has been my last contact with Shellpoint thus far.
It is beyond my comprehension how companies are allowed to operate using such unscrupulous business practices. All of my loan payments to Ditech and to Shellpoint have been made on-time. I feel like Shellpoint is trying to force me to pay what I believe is an unfair and unjustified fee by taking this action to negatively effect my credit history and credit rating. Absolutely outrageous! I am seeking assistance from Consumer Financial Protection Bureau in getting a fair and reasonable solution to my dilemma with Shellpoint Mortgage Servicing and Ditech Financial LLC.
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| 06/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2021 I applied for a refinance to lower my interest rate. I was told I had a " conditional approval '' for a 2.87 % rate. I unfroze my credit rating accounts and provided my tax forms, retirement savings information and several months pay stubs. On XX/XX/XXXX, I was told by a XXXX XXXX ( XXXX ) I had to pay around {$500.00} for an appraisal and all other documents had been signed. I gave credit card information and was charged on XX/XX/XXXX.
At that time, I did, in their defense, have some trouble with my personal phone. Once it was repaired and returned to me, there was a message from an appraiser that was around 1-2 weeks old. I called him back and he said that the appraisal had been cancelled. I waited to hear from the mortgage company about what to do but got nothing. On XX/XX/XXXX, I reached out to XXXX XXXX with some questions but he responded that he didn't have anything to do with it anymore and I should reach out to my loan processor.
On XX/XX/XXXX, I reached out to XXXX XXXX again, I had not heard from a loan processor and wanted to know who I could speak to about the loan. He did not respond.
On XX/XX/XXXX, I contacted XXXX XXXX again and told him I have not heard from a loan processor and did not know how to proceed. He mentioned he expected I would be closing in a week or two and to keep in touch with my loan processor. I still did not know who that was or how to contact them at that time.
Around the end of XXXX, I was asked to resubmit all the documents. When I pointed out to the clerk that I had already done this she responded with a short " we are busy and these are old ''. Since they had not refunded my {$500.00}, I felt like I should comply.
I was contacted for XXXX information and some other things from people from the office a couple times but none of them could tell me who my loan processor was or answer my questions about the homeowners insurance or the cancelled appraisal. They just referred me to the mysterious loan processor that no one could put me in touch with.
On XX/XX/XXXX, I received an email stating " We have received all documents requested for the conditions needed to proceed with your loan. No documents are needed at the time. Due to high volume, we are experiencing delays. I am here to answer any questions you may have. We are all working collectively to get your loan set for closing as soon possible. '' That sounded promising. On XX/XX/XXXX I got a email stating " I am working with processing to gather everything needed to close. Your processor will be in touch to let you know when and where that will be. Due to high volume, we are experiencing some delays. I am here to answer any questions you may have. We are working collectively to get your loan set for closing as soon as possible. '' Again, sounded promising but she could not respond to my question about the {$500.00}.
On XX/XX/XXXX, I got a voice mail from XXXX XXXX ( XXXX ) that said he was my loan processor and to answer my question about the appraisal was that it was cancelled because I didn't schedule it. He said to call him and tell him " what I wanted to do ''. I have been asking him since XXXX what I need to do, and he implied that he just wanted me to call and tell him to drop it.
New problem : I work during the day at a job that keeps me away from my phone so there is no calling him. I explained in an email that they can email me but XXXX continued to leave emails during work hours for me to call him and tell him " what I want to do ''. This is another indication that he does not want to work with me and for some reason is just looking for excuses to not work on this loan.
I got an email from XXXX XXXX ( XXXX ) on XX/XX/XXXX. He is " getting this back on track '' but needs to know if I want to continue. I was somewhat short with him. They still have my {$500.00} so yes, they can continue. I added that the fact that they would not respond to me in writing is problematic for me since I am wondering what they are doing that they don't want to put into writing.
XXXX XXXX attempted to call again but finally sent me an email. He wants to run a new credit report, wants me to submit all the documents a third time and expects me to pay another {$500.00} for an appraisal.
Coming up on 7 months and all this company has done is take {$500.00} out of my pocket and bully me into providing the same paperwork over and over. I don't understand why my business is so second class that they want to ignore me till I give up on them and they get to pocket {$500.00}. I have always paid my mortgage and I thought that would get me some courtesy, or at least some ethical behavior from my mortgage company. Lesson learned.
If they had done their jobs in XXXX, I would not be re-submitting everything so I don't see it as my burden that they can't do their jobs. I realize nothing will come of this but filing with CFPB, the XXXX and some other consumer advocates resources will hopefully save others the time and trouble of losing {$500.00} and a ton of time to this company.
Thank you for your time.
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| 11/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This complaint is to report and seek solutions to the dispute between NewRez XXXX Shellpoint Mortgage Servicing and myself on the interest calculation of the mortgage at the time of sale closing of my property.
Due to the impact of Covid on the rental market I applied for forbearance on my loan with Shellpoint which took effect on XX/XX/XXXX, and later on I had to sell the property on XX/XX/XXXX. The time it was on forbearance was XXXX months and XXXX days, or roughly XXXX months.
On the closing disclosure document the interest stated by Shellpoint was {$9200.00}, higher than my estimate of {$8400.00} ( $ XXXXmonthly interest at the start of forbearance X XXXX = {$8300.00} ). Starting from XX/XX/XXXX, about a week before the closing date I had contacted ShellPoint by phone and email numerous times trying to get a clarification regarding the method of computation, however I couldnt get a straight answer -- I was bounced between representative to representative, asked to wait until someone came back from vacation, or given obviously wrong answers on the calculation of interest, such as without taking into account of compounding of interest, etc., the most common answer was " that's what the computer generated. '' XXXX representatives who bothered to go through the calculation agreed that there was a discrepancy and escalated the issue. However I still didn't get an answer even when the closing date came and went. After days of calls and emails finally I was told that I had to file a dispute on their webportal for the case to be reviewed, which I did promptly. From then on to avoid getting different answers from different representatives I decided to communicate only with the point of contact of my loan, XXXX XXXX, through email. ( A record of our email communication is presented here. ) A month after the issue arose, on XX/XX/XXXX I finally received a response from the Compliance Department stating that the forbearance lasted XXXX months and XXXX days, which was incorrect. I contacted XXXX again to clarify the duration of the forbearance. On XX/XX/XXXX I got her answer saying that the interest was calculated arrears. I went back to the initial loan document at the time of refinancing, the document shows that the interest during the gap between the old loan and new loan was paid at the time of refinancing, so the explanation of interest going arrear for a XXXX doesn't make sense. I sent XXXX the document XXXX and so far I haven't heard a resolution or explanation. Meanwhile, as I tried to review the letter from Compliance again, I realized that letter was retracted from their web portal.
I continued to check in with XXXX on a XXXX basis after I submitted the refinance document showing the proof of interest payment at the start of the loan, her answer has always been I havent heard anything back. This back-and-forth lasted for over another XXXX and I realized this is going nowhere. Although XXXX said this case has been escalated, enough time has passed to show that it will ever be resolved because it seems to be ShellPoints strategy to procrastinate the cases not in their favor until the customers give up on getting a resolution or answer.
The complaint is on XXXX areas : 1 ) The customer service is incompetent on answering technical questions. Over the past XXXX months, I have received many inconsistent answers regarding my questions. 2 ) The Compliance is unable or unwilling to resolve issues not in their favor. The loan documents were probably not reviewed before they put out a resolution letter on the webportal on XX/XX/XXXX, and retracting that letter after I pointed out the discrepancy between the letter and the initial loan document was inappropriate.
As a borrower, I have the right to obtain accurate information regarding the method of loan interest computation and explanations when discrepancies occur. ShellPoint has not complied with their obligations as a mortgage servicer to provide accurate information in a timely manner and has not shown any intention of doing so. To make customers go through extraordinary lengths to the point of resignation when it comes to issues against them has violated the code of honesty, integrity, and fairness in business practice. After exhaustive interactions with them to no avail I have realized that as an individual customer I am at a disadvantage to get this issue resolved and I have to turn to CFPB for further investigation.
Please find the email communication with XXXX in XXXX of the files identified by dates in the attachment. Due to the format of the email server they are nestled in reverse order with the newest first. Please also find the refinance document, the closing disclosure and the monthly statements at the beginning and the end of the forbearance plan. Unfortunately I didn't download the letter from Compliance department on XX/XX/XXXX from their borrower 's webportal, that letter was withdrawn and not available anymore. But the content can be inferred from the emails between XXXX and me at that time.
I appreciate your assistance!
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| 06/22/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Shellpoint Mortgage reported my mortgage past due during the Pandemic.
in XXXX from XXXX - XXXX and in XXXX in XXXX - XXXX.
Per the following law - 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies a ) Duty of furnishers of information to provide accurate information ( 1 ) Prohibition ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate; and ( ii ) the information is, in fact, inaccurate.
( C ) No address requirement A person who clearly and conspicuously specifies to the consumer an address for notices referred to in subparagraph ( B ) shall not be subject to subparagraph ( A ) ; however, nothing in subparagraph ( B ) shall require a person to specify such an address.
( D ) Definition For purposes of subparagraph ( A ), the term reasonable cause to believe that the information is inaccurate means having specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of the information.
( E ) Rehabilitation of private education loans ( i ) In general Notwithstanding any other provision of this section, a consumer may request a financial institution to remove from a consumer report a reported default regarding a private education loan, and such information shall not be considered inaccurate, if ( I ) the financial institution chooses to offer a loan rehabilitation program which includes, without limitation, a requirement of the consumer to make consecutive on-time monthly payments in a number that demonstrates, in the assessment of the financial institution offering the loan rehabilitation program, a renewed ability and willingness to repay the loan ; and ( II ) the requirements of the loan rehabilitation program described in subclause ( I ) are successfully met.
( ii ) Banking agencies ( I ) In general If a financial institution is supervised by a Federal banking agency, the financial institution shall seek written approval concerning the terms and conditions of the loan rehabilitation program described in clause ( i ) from the appropriate Federal banking agency.
( II ) Feedback An appropriate Federal banking agency shall provide feedback to a financial institution within 120 days of a request for approval under subclause ( I ).
( iii ) Limitation ( I ) In general A consumer may obtain the benefits available under this subsection with respect to rehabilitating a loan only 1 time per loan.
( II ) Rule of construction Nothing in this subparagraph may be construed to require a financial institution to offer a loan rehabilitation program or to remove any reported default from a consumer report as a consideration of a loan rehabilitation program, except as described in clause ( i ).
( iv ) Definitions For purposes of this subparagraph ( I ) the term appropriate Federal banking agency has the meaning given the term in section 1813 of title 12 ; and ( II ) the term private education loan has the meaning given the term in section 1650 ( a ) of this title.
( F ) Reporting information during COVID19 pandemic ( i ) Definitions In this subsection : ( I ) Accommodation The term accommodation includes an agreement to defer 1 or more payments, make a partial payment, forbear any delinquent amounts, modify a loan or contract, or any other assistance or relief granted to a consumer who is affected by the coronavirus disease XXXX ( COVID19 ) pandemic during the covered period.
( II ) Covered period The term covered period means the period beginning on XX/XX/XXXX and ending on the later of ( aa ) 120 days after XX/XX/XXXX ; or ( bb ) 120 days after the date on which the national emergency concerning the novel coronavirus XXXX ( XXXX ) outbreak declared by the President on XX/XX/XXXX under the National Emergencies Act ( 50 U.S.C. 1601 et seq. ) terminates.
( ii ) Reporting Except as provided in clause ( iii ), if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ( I ) report the credit obligation or account as current; or ( II ) if the credit obligation or account was delinquent before the accommodation ( aa ) maintain the delinquent status during the period in which the accommodation is in effect; and ( bb ) if the consumer brings the credit obligation or account current during the period described in item ( aa ), report the credit obligation or account as current.
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| 07/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint about NEW REZ On XX/XX/2020 I was contacted by a representative of NEW REZ who informed me that they had not received a mortgage payment from me for XX/XX/2020. She wanted to find out if I wanted to go ahead and process the payment and I told her no, because it should already have been sent.
After speaking with the representative, I checked my XXXX XXXX XXXX account and I saw that {$2000.00} was sent on XX/XX/2020.
I then contacted XXXX XXXX XXXX to get more details about the transaction.
I called NEW REZ to tell them that {$2000.00} is shown as being debited from my account and I was trying to find out where it was sent.
The agent I spoke with then informed me that they had in fact received the {$2000.00} payment but it was not applied because it was shot {$57.00} as per internal policy.
I told her that I was in agreement with this policy. We are currently in a PANDEMIC where over 48 MILLION Americans have filed for unemployment in just 15 weeks!!
I then informed her that it was actually my XX/XX/2020 mortgage payment and it was short because of an error on my part. Since my insurance goes up each year, I usually have to increase the amount sent. She then told me that it was the final day before late fees are applied, so I went through the process with her of paying the remaining {$57.00}.
She then indicated that she was sending an email to billing to let them know what happened. She assured me that situation had been resolved and it should be reflected on my account in short order.
I also got three ( 3 ) emails from NEW REZ that my payment was received on XX/XX/2020 at XXXX XXXX saying ; Email # 1 received at XXXX XXXX Hello XXXX XXXX XXXX, We've successfully processed a request to update your payment information.
If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX.
Sincerely, NewRez Customer Service Team Email # 2 received at XXXX XXXX Hello XXXX XXXX XXXX, We've received your payment of {$57.00}. Your confirmation number is XXXX. Please allow up to 2 business days to process this transaction. No action is needed on your part at this time. You'll receive a follow-up email as well as written notification once this payment is posted.
If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX.
Sincerely, NewRez Customer Service Team Email # 3 received at XXXX XXXX Dear XXXX XXXX XXXX : Regarding Loan Number : XXXX Please note : As of today, we have no record of receiving your mortgage payment. Please make your payment as soon as possible. We offer several ways to pay : Online. Log onto our secure website, myloan.newrez.com, and sign in to your account. If you haven't yet created an online account, click the " Register New Account '' option and follow the on-screen instructions and prompts.
By Phone. Dial XXXX and follow the voice prompts to pay online, " 24/7 ''.
Sincerely, Customer Care Team I did not call NEW REZ again because, IN GOOD FAITH, I trusted that they would stick to their word!.
On XX/XX/2020 I got another email with the following message : Email # 4 received XX/XX/2020 Hello XXXX XXXX XXXX, Your payment of {$57.00} has posted. Your confirmation number is XXXX. Please allow 2 business days to process this transaction. No action is needed on your part at this time. you'll receive a follow-up email as well as written notification once this payment is posted.
If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX.
Sincerely, NewRez Customer Service Team On Friday XX/XX/2020 at XXXX XXXX, I was contacted by another representative from NEW REZ who informed me that my mortgage payment was in arrears. I told her that I had called and resolved this issue on XX/XX/2020.
Needless to say, I was a bit upset about this and expressed this to the representative.
On XX/XX/2020 I sent a complaint via the NEW REZ website portal.
On Monday XX/XX/2020 I called NEW REZ again. I spoke with another representative who informed me that the only information/note she could see on my file was the complaint that was filed on XX/XX/2020.
She also indicated that based on my complaint, they were investigating and the issue should be resolved by XX/XX/2020.
It is now XX/XX/2020 and the issue has not been resolved. In fact, I received a letter ( REF XXXX XXXX XXXX ) via post from NEW REZ that I was in arrears.
I tried calling NEW REZ on XX/XX/2020 and on XX/XX/2020 but I could not get through to a representative.
Needless to say, I have never had a good relationship with NEW REZ. I think that this company has very horrible policies that will inevitably put a strain on customer relations.
That said, I have decided to file a complaint with the Consumer Financial Protection Bureau ( CFPB ).
Hopefully this will get their attention so that they will take the necessary steps to correct the errors and apply my payments as indicated.
XXXX XXXX
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a 30 year fixed refinance for the mortgage on my existing house with XXXX on XX/XX/2021. Based on my initial application I was conditionally approved for the loan, however, after approximately 2 months I learned that I was denied the refinance due for several reasons such : -- The underwriter could not verify that I lived at my primary residence due to my paystubs having a different address than my residence ( I have a separate mailing address ) -- Lack of documentation showing my liquid assets ( I was never asked to provide any documentation on this ) -- Something about my 2nd home being listed a short term rental property and any income from that not being able to be counted ( I have stopped using that for short term income, no one asked me about this ) -- Apparently there was some confusion on whether my primary residence is a single unit or 2 unit residence ( I was never asked to clarify this ) XXXX came to a conclusion on my credit-worthiness unfairly, without the proper due diligence and in the process harmed my credit and disenfranchised me from being able to obtain a loan at an interest rate of 3.25 %.
History : XX/XX/XXXX - Applied for refinance of mortgage with an interest rate of 3.25 % for total of {$420000.00}.
XX/XX/XXXX - Received conditional letter of approval for my loan.
XX/XX/XXXX - Got an email to access newrez online loan hub and activate my account.
XX/XX/XXXX - Got an email from newrez congratulating me on getting my loan approved and letting me know newrez needs to collection additional documentation to finalize my loan.
XX/XX/XXXX Got an email from XXXX XXXX introducing herself as loan processor for my loan.
XX/XX/XXXX Received a request to review and e-sign loan documents. Was informed that the closing date for my loan would be XX/XX/XXXX.
XX/XX/XXXX I was asked for most recent paystubs. I responded that XXXX had the most recent paystubs as I get paid monthly and my last paystub was from XXXX XXXX.
XX/XX/XXXX I asked XXXX if we are still on-track to close on XX/XX/XXXX, She replied she was hopeful we could still close by then.
XX/XX/XXXX I uploaded my paystub for XX/XX/XXXX.
XX/XX/XXXX I sent an email to XXXX asking of there was an update on my loan. Received an email response that she was out until XX/XX/XXXX, the date given to me by XXXX for closing.
XX/XX/XXXX I sent an email to XXXX asking for an update. received no response.
XX/XX/XXXX Sent another email to XXXX asking for an update, cc'ed my loan XXXX XXXX XXXX XXXX Got a response that she will review my loan later in the day and get back to me. Received no updates on that date.
XX/XX/XXXX Sent an email to both XXXX and XXXX asking for an update. No response.
XX/XX/XXXX Sent an email to both XXXX and XXXX asking for an update. No response.
XX/XX/XXXX Sent an email to both XXXX and XXXX asking for an update. Got an update from XXXX that my loan has been sent to the underwriter and she will contact me later in the week ( hopefully ) to arrange for closing.
XXXX - I would periodically checkin using XXXX XXXX mobile app on the status of my loan. It showed underwriting.
XX/XX/XXXX Sent an email asking XXXX to an update on the underwriting process. Got a response that it's still in underwriting and that it shouldnt take many days longer and that she will inform me when we are clear to close.
XXXX kept checking periodically with the newrez mobile app whether there has been a status change in my loan.
XX/XX/XXXX Reached out to XXXX for an update to my loan status. I noticed 1/2 of the remaining todo items had been marked as complete. Got no response.
XX/XX/XXXX Reached out to XXXX and XXXX via email asking for an update. No response.
XX/XX/XXXX Reached out to XXXX and XXXX via email asking for an update. No response.
XX/XX/XXXX Checked the status of the loan in the newrez mobile app and showed my loan as " inactive ''. Asked for a status update and got a call from XXXX my loan officer. He told me that my loan had been denied due in part to the reasons provided in the beginning of the the document. He told me that he spoke with XXXX who claimed she had tried to contact me. I had not received any calls from her ( no voicemails ) nor any communication from her via email since XX/XX/XXXX.
XX/XX/XXXX I sent another email to both XXXX and XXXX asking for an answer within 24 hours why my loan was denied. No answer.
XX/XX/XXXX No response to my request for an update or answer to my email from XX/XX/XXXX. Sent an email to XXXX, XXXX and XXXX at XXXX letting them know of my frustration and next steps of referring this to CFPB.
I chose XXXX in large part due to the awesome help and patience exhibited by my loan officer XXXX XXXX. However, upon my initial commitment to newrez the professionalism and due diligence stopped. The process ended with a denial that will impact my credit score and caused me financial harm by not being able to accomplish the financial goals I intended out of the refinancing which included reducing my credit card debt and receiving a favorable interest rate reduction.
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| 07/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To : Whom It May Concern From : XXXX XXXX XXXX XXXX : My Home Loan # XXXX with Shellpoint Mortgage Servicing, for XXXX XXXX XXXX XXXX, XXXX, WA XXXX My loan modification application was wrongfully and unfairly denied, due to discriminatory lending practices, used by Shellpoint Mortgage. I demand that an investigation be opened up, as to why they discriminated against me and mishandled my loan modification application and eventually wrongfully denied it. I demand that any legal proceedings against me from Shellpoint be stopped immediately.
On XX/XX/20 I submitted my complete loan modification application to Shellpoint Mortgage On XX/XX/20 we received an email from Shellpoint, which said that the only missing documents we needed to provide were my 4506T form and a letter of explanation for a few deposits into my account. We had already provided my 4506T form before.
On XX/XX/20, we provided them my 4506T form again, as well as the letters of explanation for the deposits, which were the only remaining items they said they needed.
On XX/XX/20 a letter was sent to us from Shellpoint, saying they had received our documentation and were reviewing it.
On XX/XX/20 another letter was sent to us from Shellpoint, saying that we needed to provide all of the same documentation, that we had already provided on XX/XX/20, including our whole application and paperwork that we had already filled out and signed and dated and provided to Shellpoint.
On XX/XX/20 we sent Shellpoint an email asking them why they are asking us to provide all of the documentation all over again, when on XX/XX/20, they said all they needed was my 4506T and the letters on the deposits.
On XX/XX/20 we finally heard back from Shellpoint and they said that we needed to provide them an updated P & L for my husband, a signed tax consent form from all 4 of the contributors and proof that my Father and Husband live in the house with me, by showing a utility bill with the home address in their names.
On XX/XX/20 we emailed Shellpoint all of the documentation they requested on XX/XX/20.
On XX/XX/20 we received an email from Shellpoint, which said that some of the documents have expired and they needed 3 updated bank statements on 3 of our accounts and my sons more recent paystubs.
On XX/XX/20 we emailed Shellpoint all of the documents that they requested.
On XX/XX/20 we received a letter from Shellpoint, saying that they had received our documents and were processing our application.
On XX/XX/20 we received an email from Shellpoint, saying that our loan modification application had been denied due to the front end debt to income ration being out of range. Also, a loan modification would cause a payment increase, which would not help XXXX in her current situation. The only option at this point is to fully reinstate the account before any legal proceeding begin. A letter has been sent to the mailing address with all this information. We still have not received the denial letter.
On XX/XX/20 we sent an email to Shellpoint asking them to provide the total income that was use in their determination, who the investor is on our loan and what protections I have, due to the fact that Im recovering from a serious illness in the middle of the Covid19 pandemic.
On XX/XX/20 Shellpoint responded with the income amounts, but they were not correct. My family makes more than the amount they used. They also explained that the investor is XXXX XXXX. In response to the question on Covid 19 relief, Shellpoint said this, If XXXX XXXX XXXX is COVID affected, she can qualify for a three month forbearance plan. A forbearance is the simple postponement of payments for a specific period of time. All payments that are skipped are due at the end of the forbearance period. The Disaster Forbearance TEMPORARILY suspends the monthly mortgage payments during the length of Forbearance period, giving you time to recover from the impact of the natural disaster. If you are unable to reinstate the account by paying the total amount due at the end of the forbearance period, then you would need to apply for other loss mitigation retention options, like a repayment plan, deferment or a loan modification.
Shellpoint has mishandled my application for a loan modification and they kept dragging me along, only to deny me at the last minute. I have been mistreated and discriminated against because Im a XXXX woman. The reason I applied for this modification, was because I was hospitalized in critical condition with a XXXX XXXX. Now Im getting better, thank God, but we are also in the middle of a pandemic with Covid19 and I am still undergoing treatment and therapy and have underlying medical conditions. They can not treat me this way. These are predatory and discriminatory lending practices. My loan modification application was wrongly denied and I want to open up an investigation on the mishandling of my loan modification application. I demand that any legal proceedings against me by Shellpoint Mortgage be stopped immediately. This is inhumane treatment of my family and I.
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| 01/23/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American |
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I bought this property on XX/XX/XXXX me and my XXXX partner as a joint tenant on the XXXX but the Mortgage loan was under my partner XXXX XXXX name only.
My Partner XXXX on XX/XX/XXXX, on XX/XX/XXXX I transferred the XXXX under my name.
I contacted Shellpoint mortgage company on XX/XX/XXXX, I told them that my Partner was XXXX on XX/XX/XXXX and I became the XXXX of the ownership, and I requested them to transfer the loan under my name and I asked them for loan modification, that time the interest rate was much lower that the interest rate on the loan.
Shellpoint requested me to submit copy of the XXXX XXXX of my XXXX XXXX and copy of the XXXX showing my name as the only owner which I sent to them by mail and by email on XX/XX/XXXX in which I kindly asked them to transfer the loan under my name.
On XX/XX/XXXX they replied to me that they received my information, and they would respond as soon as possible.
I didnt Hear from Shellpoint after that, I called them they said that they several times for months to find out that and they denied me any access to the loan account or to transfer the loan under my name, As a result of having no access to the account so I could pay the monthly mortgage, I became XXXX on XXXX.
I kept trying phone calls until finally on XX/XX/XXXX the granted me only access to the account and they denied transferring the account under my name as a survivor of the ownership.
I paid the mortgage all the year XXXX and part of XXXX with monthly payment {$1000.00} as it was before my partner died.
On XXXX and XXXX, XXXX they made an error and they increased my monthly mortgage from {$1000.00} to {$1300.00}, I called on XXXX, XXXX to find out that they were charging me the extra {$370.00} to pay for home insurance which they claimed that I didnt have home insurance, I told them that they made an error and that I had home insurance policy since we bought the house on XX/XX/XXXX, I sent them copy of the insurance declaration and I had my home insurance agent XXXX XXXX XXXX them and faxing them the same document.
On XXXX, XXXX after submitting them all the requested documents, they still continued making error and charged me again for home insurance, I had to call again and spent hours on the phone me and my insurance agent XXXX XXXX who faxed them the documents again and again, final they agreed to stop deducting any home insurance, and they promised to send me a check with all the amounts that they collected me by errors regarding my home insurance and they promised to close the XXXX account which they wrongly opened for my home insurance.
IN XX/XX/XXXX my mortgage statement shows that they issued refund {$1500.00} + {$130.00} = for the extra amounts that they charged me for the insurance, but they returned the refund back to the XXXX account while they promised me and my insurance agent that they would issue me a check and close the XXXX account.
AS a result of them not returning me {$1600.00} which I was expecting to pay toward my property taxes, I became XXXX.
Shellpoint without informing me, they paid the XXXX tax amount, and they started deducting from me {$180.00} extra a month added to my monthly mortgage amount, against that amount they paid which they split to 60 month and added more than {$2500.00} as interest for only five years.
Also Shellpoint mortgage started collecting from me by force my property tax in a monthly bases, and they made another error by charging me {$580.00} a month while my tax bill is {$2900.00} every 6 month it means {$480.00} a month, I called them several times asking them to least make correction to the monthly tax amount that they are charging me wrongly, but they never honored my request, and now the total monthly mortgage amount that they being forcing me to pay for several month jumped from {$1000.00} to {$1800.00}, almost twice, which totally broke my budget, I had to pay them my food money and my medicine money, and I am not able to have the ends meet since they started me all those extra amounts by error after error.
I sent them emails on XX/XX/XXXX and on XX/XX/XXXX asking them to close the XXXX account and to stop paying my taxes and to let me pay my taxes on my own, but all my requests are being denied.
I am XXXX XXXX XXXX XXXX, and I have very limited income and I am XXXX patient for 28 years but they are refusing to work with me or to give me any assistant.
When XXXX XXXX XXXX he had a home of equity loan with XXXX XXXX, and it was also under his name only, but XXXX XXXX Accommodated as a XXXX XXXX, and they had me applying for XXXX XXXX assistant and they helped me to assume the loan under my name and they gave me a loan modification which lowered my monthly payment significantly.
But Shell point keep denying giving me any help and keep on making errors that always end up increasing my monthly mortgage more and more.
Please, I need help and intervention to have them closing the XXXX account, and to stop paying my taxes and to credit me with all the extra amounts that they charged me wrongly.
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| 02/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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RE : Shellpoint Mortgage Servicing / New Rez PO Box XXXX XXXX, OH XXXX Mortgage # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX Shellpoint purchased our mortgage from our old mortgage holder ( DiTech ) in XXXX.
We have never been late with a payment in any month of the ten years we have had a mortgage on this property. Shellpoint is the third mortgage company to purchase our paper.
In XXXX of XXXX we received an email offer from them of forbearance due to the Covid virus. I contacted them by phone for details and they said that it would not affect our credit rating and that the skipped payments could be added on to the back of the mortgage when we opted out of the forbearance.
As our restaurant was undergoing economic distress we accepted their offer for the three month period of XXXX, XXXX and XXXX, XXXX.
During this time we did not pay the principal or interest under the terms of the forbearance but we did continue to pay the escrow accounts for insurance, school and general taxes which were a part of our monthly statement.
At the end of the three months we informed Shellpoint that beginning XX/XX/XXXX we would no longer need the forbearance and we would begin making full regular monthly payments again.
In XXXX we were approached by another lender with an offer of re-financing at 2.2 % ( our current rate was 4.375 % ) and after checking our payment background we were told that that we were showing as being in arrears at Shellpoint with " over 30 days late '' payments on our file. As such neither they or any other lender would proceed with a re-fi.
We contracted Shellpoint/New Rez and were informed that we were in arrears and would remain so until we repaid the forbearance in full. This was the opposite what they told us when we discussed repayment terms in XXXX.
During the months between XXXX and XXXX communication with Shellpoint was very difficult, with calls and emails being largely ignored or answered by agents who " were not our primary point of contact '' and who often quoted contradictory information. We often received e-mails threatening foreclosure which their personnel assured us was just a formality.
During discussions with these various agents I discovered that the escrow amounts that I had paid during the three month period were not being applied to escrow but were just being put into a miscellaneous account and not applied to anything. They are probably still unapplied or unaccounted for.
In XXXX they offered us a " loan modification '' which would reduce our interest rate to 3.3 % and/or an in house refinance rate of 3 % both of which were significantly higher than the open market refi rates, but since other lenders were still seeing reports of " 30 days late payments '' on our records, we had no choice but to apply with them.
I worked with both departments ( modification via Mr. XXXX XXXX, and re-fi via Mr. XXXX XXXX ) and was initially told that the re-fi could be closed by XXXX and the modification could be done in XXXX. We would therefor have a choice of either option as both, we were assured, were going to be easily approved in light of the misunderstanding of the status of our account.
We received a letter indicating that the modification was approved and in subsequent phone calls I was informed that it could be accomplished by XXXX. I completed and submitted all required forms and notarized statements to Shellpoint and they confirmed receipt of these documents via phone. We also completed and submitted all necessary documents for a re-fi with New Rez. I requested that we proceed with the modification since I had no confidence that they would in fact accept the re-fi as they said they would.
In XXXX I received a letter stating that the re-fi had been denied due to unspecified poor credit report reasons. Note that our credit rating has always been in the high XXXX and the only negative report anyone was aware of was the one that Shellpoint had issued.
I inquired regarding the modification and was told that it would take effect in late XXXX or early XXXX. In late XXXX I called and was told that rather than proceed with either, they had decided to sell our mortgage to another, unspecified, broker and that I would have to take up the issue with the new company in XXXX.
As of XX/XX/XXXX, there has been no indication that our mortgage was sold and I have no idea whether they have cleared our file of any delinquent comments which would affect our ability to obtain refinancing elsewhere.
I have been a homeowner and investment property for over 40 years and have dealt with dozens of banks and mortgage companies and have never been treated in such an unprofessional manner.
In effect, Shellpoint/New Rez has used the Covid forbearance as an excuse to freeze my account at a higher than market average interest rate and prevent me from refinancing or modifying my load and the process has had negative effect on my borrower credit status.
Attached are copies of documents outlining the sequence of events to date.
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| 06/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX NewRez LLC ATTN : Customer Service XXXX XXXX XXXX XXXX, SC XXXX RE : Loan Number XXXX Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, MD XXXX Customer Service : I have made four telephone calls to your office since XX/XX/XXXX to try to resolve an error on your part regarding my taxes escrow and monthly payment. I believe this has been more than enough time for you to fix the errors that each customer service representative acknowledged was an error on our part.
When I received my statement dated XX/XX/XXXX, I noticed that my normal payment of {$1400.00} had increased to {$1900.00}. I had not received any notifications as to the reason, and due to the payment being due and assuming it may have been an escrow adjustment, I paid the {$1900.00} on XX/XX/XXXX.
When I received my statement dated XX/XX/XXXX, I then saw that my payment was again {$1900.00}, which made no sense as my home insurance had not gone up and there had not been a new tax bill sent out for the coming year. I called your recorded Customer Service line on XX/XX/XXXX, and after a lengthy call, I was told that due to a computer error, I was being double charged for my real estate taxes. I was told that a new escrow analysis would be ordered to correct the problem. When I eventually received the new analysis dated XX/XX/XXXX, it knocked my payment down to {$1900.00} but did not solve the problem of being double charged for taxes for escrow.
I called the recorded Customer Service line again on XX/XX/XXXX and talked to XXXX. She also acknowledged that I was being charged double for my real estate taxes and she sent an internal email to RUSH a fix for this. She also acknowledged that a request had been sent earlier that month. XXXX advised me to check on the following Wednesday ( XX/XX/XXXX ) to verify that the issue had been taken care of prior to making my payment.
On XX/XX/XXXX, I again called the recorded Customer Service line and spoke to XXXX. She acknowledged that there was still no changed in the computer regarding my escrow issue. She advised that she would take my payment over the phone in the amount of my previous payment amount before the computer mistake. I paid {$1500.00} on XX/XX/XXXX, confirmation # XXXX. After asking if I would get banged for not paying the incorrect amount of {$1900.00}, she assured me that there would not be a penalty as the mistake was the fault of XXXX.
I received an Escrow analysis statement dated XX/XX/XXXX showing that my payment effective XX/XX/XXXX would now be {$1.00}, XXXX and I had a surplus escrow balance of {$1800.00}. I thought that matter had been taken care of.
Well, I received my XX/XX/XXXX statement dated XX/XX/XXXX and to my surprise, it showed : XX/XX/XXXX Partial Payment UNAPPLIED {$1500.00} XX/XX/XXXX Surplus disbursement {$1800.00} XX/XX/XXXX Late Charge Assessed ( full Payment not received by XX/XX/XXXX ) {$48.00} Then when I called, it shows my last payment was XX/XX/XXXX and makes it seem that I did not pay my mortgage on time, which I did on XX/XX/XXXX at the request of your customer service representative assuring me that I would not be penalized.
Im sorry but this is completely unacceptable! How can I be penalized for a mistake made by NEWREZ, a mistake that three customer service representatives acknowledged was not my fault? Every payment I made was made per the direction of NewRez Customer Representative since 5 I also made all my payments on time as required.
I called again XX/XX/XXXX, XXXX XXXX couldnt hear me and hung up after putting me on hold. Second guy, very nice, addressed the issue and at least trying to help. He sees that I was told to pay the original amount in XXXX, and said that info was wrong, but agrees that I did what I was told to do by NEWREZs representative. He understands my concern regarding my credit report could show I was late when I wasnt. He was helpful and nice, even though his hands are tied.. I did end up paying the late overdue false escrow due of {$410.00} even though I have an escrow surplus already of {$1800.00} which was SUPPOSEDLY mailed to me on XX/XX/XXXX but I have never received ( So I pay {$410.00} that they hold for free and then send back to me.why???? ) He also said that I should have received an escrow analysis in XX/XX/XXXX ( which I never received ), which would have shown that my payments were jumping {$500.00} per month for a mistake NEWREZ made charging me for my annual tax bill two times.
At this point, I want : -- Any reference to my being late paying my XXXX payment in Credit Bureau Reportings because I did make my payment per Customer Service Representative Ariels direction on XX/XX/XXXX.
-- Remove late charge from XX/XX/XXXX as payment was made XX/XX/XXXX per XXXX.
-- Letter to me confirming receipt and addressing of my concerns.
I hope to hear from you as this has been extremely frustrating and should not have taken months to fix.
Sincerely ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXX XXXX cc : Consumer Financial Protection Bureau
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| 11/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RE : Error Resolution Notice ( ESCROW FRAUD ), LOAN accounting FRAUD ESCROW FRAUD, LOAN FRAUD, CFPB GUIDELINES VIOLATIONS, VIRGINIA STATE LAW VIOLATION, ILLEGAL UNLAWFUL FORECLOSURE XXXX Error resolution procedures. ( a ) Notice of error this letter serves as legal notice of ERROR MUST comply with this notice.
Shellpoint Mortgage servicing is ILLEGALLY overcharged and added unverified Fraudulent ESCROW AMOUNT/charges to LOAN. These charges need to be removed from amount owned on LOAN and Foreclosure Notice.
Shellpoint Mortgage servicing must cancel/stop this Illegal unlawful Foreclosure sale date of XX/XX/XXXX as this involves intentional ESCROW FRAUD amount of {$76000.00} - upon receipt of this notice of error within 24 hours : Shellpoint Mortgage servicing is involved in Escrow calculation FRAUD based on LOAN history statement received ( attached ). Shellpoint Mortgage servicing must acknowledge following fraudulent transaction and accounting FRAUD : a. FUNDS OWED BY BORROWER DETAILS as stated in Loan history statement Escrow Only Payment {$140000.00} ( complete FRAUD and unverified and ILLEGAL ) b. Based on LOAN history statement TOTAL taxes paid ( owed ) = {$28000.00} and INSURANCE PAID ( owed ) = {$34000.00} ( ESCROW TOTAL OWED = {$63000.00} ( VERIFIED by LOAN history statement attached ) Shellpoint Mortgage servicing is violating LAWS by overcharging ESCROW AMOUNT AND ILLEGALLY ADDING- Fraudulent amount of {$76000.00} as ESCROW amount proof attached.
Shellpoint Mortgage servicing must remove illegal ESCROW amount of {$76000.00} from Loan, all dual tracking illegal FEES and late charges from attached disputed statements.
THIS FORECLOSURE MUST BE STOPPED upon receipt of this dispute letter according to applicable LAW CFR 1024.38 ( b ) ( 1 ) ( v ), Debt Collection, Foreclosure, Mortgage and Virginia State LAWS.
ILLEGAL ESCROW AMOUNT IS ADDED in PAST DUE BALANCE SHOWN IN FORECLOSURE is incorrect and violates LAW CFR 1024.38 ( b ) ( 1 ) ( v ) Submit documents or filings required for a foreclosure process, including documents or filings required by a court of competent jurisdiction, that reflect accurate and current information and that comply with applicable law ; SHELLPOINT MORTGAGE servicing must respond in accordance to applicable Laws and cancel current foreclosure sale upon receipt of this error resolution notice. ALL debt involved is unverified, illegal and involves ESCROW accounting FRAUD.
ADDING illegal Escrow amounts to account is complete FRAUD, illegal and unlawful action violates mortgage servicing guidelines and all applicable laws Failure to comply will result in lawsuit.
Shellpoint Mortgage servicing is violating CFPB guidelines by not proving LEGAL VALIDATION OF amount owed or DEBT MENTIONED IN FORECLOSURE NOTICE.
Shellpoint Mortgage servicing must provide valid legal loan history statement from inception of loan and provide valid accounting of LOAN.
Foreclosure notice and response seeking payment due XX/XX/XXXX but loan history statement is missing any history prior to XXXX.
Legal validation requires Shellpoint Mortgage servicing to provide loan/mortgage history statements up to XXXX.
THIS FORECLOSURE MUST BE STOPPED upon receipt of this dispute letter according to applicable Debt Collection, Foreclosure, Mortgage and Virginia State LAWS.
I already disputed any debt involved in this process. SHELLPOINT MORTGAGE servicing must respond in accordance to applicable Laws and cancel current foreclosure sale.
I am disputing all debt shown in this UNLAWFUL, ILLEGAL and WRONGFUL FORECLOSURE Notice attached. I am writing in regards to the above-referenced debt to inform you that I am disputing all DEBT involved in this loan/foreclosure violating Virginia state LAWS INFORMATION IN THIS NOTICE IS UNLAWFUL, ILLEGAL and FRADULENT, incorrect, no records are provided on qualified written request ( QWR ). This notice VIOLATES CFR 1024.38 ( b ) ( 1 ) ( v ) and 8.3A-118 ( a ) Virginia State Statute of limitations.
Total amount of Principal, Interest, cost and fees due in arrears = {$780000.00} includes ILLEGAL ESCROW OVERCHARGE ( ILLEGAL UNLAWFUL AND FRAUDULENT CHARGES ) Unpaid Principal balance of LOAN = {$630000.00} ( unverified ) Original amount recorded in clerks office = {$590000.00} Date of last payment received by servicer XX/XX/XXXX = {$9400.00} ( UNVERIFIED ) I dispute NOTE/loan involved in this process. SHELLPOINT MORTGAGE servicing must respond in accordance to CFPB Guidelines, Virginia State Laws and cancel current foreclosure sale.
NOTE/LOAN VALIDATION FAILED following Law : 8.3A-118 ( a ). Statute of limitations - Virginia Law - Please verify the LOAN/NOTE as required by the statue of LIMITATIONS set forth by VIRGINIA STATE LAWS- Foreclosure filling required assignment with VALID, ENFORCABLE, Legal NOTE with unexpired Statute of limitations 8.3A-118 ( a ). - Virginia Law Shellpoint Mortgage servicing is violating CFPB guidelines by not proving LEGAL VALIDATION OF amount owed or DEBT MENTIONED IN FORECLOSURE NOTICE.
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| 05/15/2020 |
Yes |
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- Trouble during payment process
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Web |
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I recently received an intent to accelerate a foreclosure on my home. Back on XX/XX/XXXX last year I called the FHA loan servicer I had at the time ( XXXX ) and spoke with a loan officer on the phone to find out what it would take to get my XXXX payment paid. She told me on the phone XXXX is what I needed to pay to complete my XXXX payment as my XXXX file shows I had XXXX in suspense funds on XX/XX/XXXX. In good faith to complete my XXXX payment I paid XXXX on the phone with the XXXX loan officer for my XXXX payment to be completed on XX/XX/XXXX as my bank records show. XXXX did not apply this to my account as agreed would happen. I have then sent every payment I have made on this FHA loan account specified as payments on my check memo lines. My records show I mailed XXXX a letter on XX/XX/XXXX notifing them that their statement balance is not correct and my account record needs to be corrected. I then ceritified mailed another attempt to XXXX for this to happen on XXXX and also stated a cease and desist on incorrect negative reporting on my credit report needed to happen and they needed to correct my file to show what my bank records confirm I paid. Several days after I sent this letter I received notification a company called New Rez/Shellpoint Mortgage Servicing was now servicing my loan and my records confirm I emailed them on XX/XX/XXXX and again on XX/XX/XXXX once I they sent me their policy of charges that I don't agree with as they are higher than my original lender loan terms. Both emails were ignored as same with my XXXX letters I mailed. The error on this account is from the XXXX loan officer not processing my suspense funds on my payment account as agreed. My records show my XXXX and XXXX was paid on time then Covid-19 hit and my XXXX was sent certified mail as my records show was sent XXXX, XXXX, XXXX with a late fee included on check number XXXX and another check XXXX was also enclosed in this envelope for XXXX to be applied to XXXX suspense funds as a parcial payment as my memo line specifies. My records also show I sent certified mail on XXXX check XXXX for XXXX to complete the remainder of XXXX with late fee included and check XXXX for XXXX with late fee included in the same envelope. I have also sent certified mail check XXXX on XX/XX/XXXX for a XXXX payment prior to the late fee cutoff on the XXXX so this was made for regular mortgage amount. I am being harrassed with accelerated foreclosure paperwork being sent to my house even during this National Emergency and I am being harrassed to pay money I have already paid for this account to be up-to-date and current as my records clearly show along with certified mail documents. I have also had my homeowner 's insurance policy to cancel because the insurance department with New Rez/Shellpoint Mortgage Servicing did not pay my funds from my escrow account prior to the policy termination date. My records confirm my insurance company sent XXXX and it's affiliates a policy due notification out on XXXX. I have documentation that confirms my calls to the insurance department of New Rez/Shellpoint Mortgage Servicing 7 days prior to policy termination and my attorney also contacted them on the ninth for an immediate payment to be submitted and bogus tracking numbers was given as my insurance company had no choice but to terminate the policy because the tracking number provided to my attorney was no good. My records will show my insurance company sent me an insurance termination letter dated XXXX as my funds from escrow account was not submitted to them on their original notification date of XXXX that was not taken care of. So my question is what is so hard for a mortgage servicer to go and look at the same records on my account I have and move the money I paid back on XX/XX/XXXX last year and apply it to my payments as I was told by the XXXX loan officer on the phone would make my XXXX payment on time and actually a few days early as my attempt in good faith was to do upon my call to the XXXX servicer and correct this account and stop trying to ask me to double pay? Is it also not too much to ask for a mortgage servicer to pay my insurances and any other items required prior to my policy cancellations? Is it not so much to ask to not be harrassed for double payments to be submitted during an already troubling National Emergency and getting threats for an accelerated foreclosure when my records and the XXXX records show the XXXX in suspense funds and my XXXX payment I made on the phone with the loan officer so this situation would not be happening? My file of documentation is very thick on this situation and I have all the documents to show everything I have stated is the absolute truth. Will you please put a stop to this servicer doing any forclosure on my property and have them correct the file to show my payments I have made. I already have XXXX and dealing with XXXX stuff in difficult times is uncalled for when all people have to do is their jobs and we wouldn't have these problems.
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| 02/23/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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On XX/XX/2022 we decided to put our home on the market due to having issues with my job, so I took a job in another state and me and my family picked up and moved away. On XX/XX/XXXX we received an offer for asking price which was well over what we owed on our home, we owed approximately at the time {$430000.00} and we got an offer for {$460000.00} on the home a few weeks later we got the appraisal back on the home and the home came in around {$430000.00}, we panicked when we realized we would not be able to cover closing costs to sell the home at this point we were already one month behind on our loan I hopes we would close on time so we had already been in contact with the lender which is Shellpoint New Rez to arrange a payment plan to help avoid Missed payments on the loan. After realizing we could not close on time due to the home appraisal, coming in too low, we went back-and-forth with the lender for what seem to be weeks trying to figure out how to close on the house to avoid any more missed payments and we were told that doing an assumption would be our best route, after being told that a short sale could not be done this early in missed payments because it is not really conventional to do a short sale unless you are at least four months behind on your loan, so we chose to try to go for a assumption, we went through a process of trying to get an assumption approved for over a month and it seemed like no one ever knew how to help us when I called the lender and I continued to get transferred to new people in different departments, and no one could ever figure out what to do about my assumption so after realizing that we kept missing our deadline to close on the house and having to extend the deadline on closing at least three times at this point. I called the VA and asked them what to do because I was running out of time as we kept messing payments on the loan. The VA told me assumptions arent very common and it probably wont get approved unless we bring the loan payment current since we were behind on the loan payment three months. I called the lender once again and spoke to someone new once again because I could never talk to one person this lady told me that yes, the loan needed to be current in order for the assumption department to even consider doing an assumption on the loan but for the last four or five weeks, no one told me this, and I had just assumed that the assumption was getting approved since the loan was at a loss mitigation level since it was three months behind it wasnt even being considered for an assumption, but no one could tell me that because no one knew, and at the time I had a point of contact that never reached out to me or contacted me so I didnt have one resource to reach out to just a bunch of random people that would answer my phone call And tell me a bunch of XXXX so after realizing the assumption was not going through, and the VA told me a short sale would probably be the better route to take. I got the buyer to agree with a short sale after him already waiting three months to figure out if he was going to be able to buy our home, thankfully he agreed to the short sale so we presented the lender with a short sale package and sent them all the documentation that they needed, well weeks have gone by and we still are having issues contacting the point of contact on the loan which is named XXXX XXXX in the loss mitigation department. I have spent hours trying to get through to this company trying to figure out how to sell our home without reaching a foreclosure status I have called and called. I have emailed and emailed I have complained on the website trying to figure out how to avoid foreclosure, me and my wife are decent people. We have served our country for the last 15 years in the XXXX. All we were trying to do was move to a different state to take a job so that we could feed our children and afford to live. I am lost. I dont know what to do. The Lender does not care about us and it just seems like all they care about is the money we cant afford to pay our mortgage anymore because we had to move to a different state and pay for new housing. Weve had a buyer that has been interested and desperate to buy our home since XX/XX/XXXX and he has been loyal to us but the problem is unless the house appraises we are kind of screwed, and our last option is the short sale. We have already seen two reported missed payments hit my credit report. If I foreclose on this home, I will lose my security clearance and I will lose my job. I am trying desperately to work with this Lender, but it doesnt seem like they want to work with me. I have been desperately reaching out to them since XXXX trying to figure out the best avenue to repay my loan the short sale isnt far off from what I owe as the lender would receive roughly {$400000.00} of the loan after commissions are paid. Please help me please do what you can to help me figure out how to deal with us. This is the worst lender I have ever dealt with. Im begging you..
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| 01/16/2020 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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I called and agreed to a repayment plan on XX/XX/XXXX. My XXXX payment was to be spread over the next 3 months. I followed all the instructions given to me, including signing the repayment plan document and returning it to Shellpoint. I also set up automated payments to ensure that I am never late paying the mortgage / repayment plan payments. I was reported as 30 days late to all 3 major credit bureaus for XX/XX/XXXX, and I was told by the representative who set up the repayment plan, this would not occur due to the repayment plan activation. The agreement stated to have the document signed and received by Shellpoint before XX/XX/XXXX ; however, according to Shellpoint 's Service team, the signed documents were received on XX/XX/XXXX. Prior to the agreed 1st payment date, I called and asked that the payment date be extended because the funds would not be available on the date the down payment was set for. A new repayment plan was then initiated and more documents were sent to me and sent back to Shellpoint / New Rez prior to the required date listed on the new repayment plan forms. At no point was I told by any of the customer service representatives that I would be in any danger of negative reporting for XX/XX/XXXX.
On XX/XX/XXXX I received my annual escrow analysis from Shellpoint via postal mail. This was not requested by me, I was told that this is done automatically and annually by Shellpoint. The Escrow analysis document that was sent to me was dated on XX/XX/XXXX ; which was a day after I called to initiate a repayment plan. The Escrow analysis indicated my mortgage payments would decrease beginning XX/XX/XXXX, which would cause over-payment on the current repayment plan. I called and asked that the payment plan be updated to reflect the decrease in my mortgage payment because of the escrow analysis that was completed. The Rep I spoke with ( XXXX ) stated that a new repayment plan would have to created and assured me Id be in no danger of 30 days late being placed on my credit report, as long as a down payment of {$2000.00} be made, which would cover the XX/XX/XXXX payment. The payment was completed and documents for the new repayment plan were sent prior to the date requirement for the plan to be activated.
I received 30 days late remark on my credit report for XX/XX/XXXX, I disputed that remark with CFPB and it was removed, but a 30 days late remark was then placed on my credit report for XX/XX/XXXX.
According to the dispute remarks left by Shellpoint regarding the XX/XX/XXXX reporting ; Shellpoint stated on a document dated XX/XX/XXXX " On XX/XX/XXXX, you elected to wait for the escrow analysis to be completed, and as of XX/XX/XXXX, you were not participating in a repayment plan. '' However, the escrow analysis was completed on XX/XX/XXXX and I called on XX/XX/XXXX without any knowledge of the escrow of the completion of the escrow analysis report, so how could I wait for something that is already completed?
New Rez / Shellpoint responded on a separate document dated XX/XX/XXXX stating that " on XX/XX/XXXX you called in to see we could edit the repayment plan monthly payment amounts because an escrow analysis had been completed. '' Shellpoint / New Rez goes on to say in that same document " the representative advised you that the repayment plan was active and could not be edited. '' That is false and contradicting information in response to the Credit reporting disputes for XXXX and XX/XX/XXXX. The documents state 2 different versions of a conversation that I had with Shellpoint. The document dated XX/XX/XXXX makes no mention of the conversation I had with Shellpoint on XX/XX/XXXX and states that I was not participating in a active repayment plan. However, the document dated XX/XX/XXXX states that I did in fact have a active repayment plan which would have included the XX/XX/XXXX payment, since I called originally in XXXX to spread out the XXXX payment over the next 3 months.
Shellpoint stating that I was told that I was not on a current repayment plan on XX/XX/XXXX and then stating that I was told that I was on a repayment plan on XX/XX/XXXX ; makes their claims false and contradicting. All of this information regarding the disputes was then mailed to me by Shellpoint and left as consumer remarks on the disputes I placed on CFPB.gov. Documents are attached plaese review them carefully.
The actual agreement and conversation on XX/XX/XXXX went accordingly : the repayment plan was set up by XXXX, a Shellpoint Supervisor, she stated that the XX/XX/XXXX mortgage payment will be covered by the {$2000.00} down payment which was made by the date required by the active repayment plan, and I would not receive any negative remarks for XX/XX/XXXX as long as the down payment is received by the date listed on the repayment plan documents. That was the sole purpose of setting up the repayment plan to avoid negative reporting in XX/XX/XXXX and any following months. That's what was agreed upon by XXXX ( Shellpoint ) and I.
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| 01/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had an approved modification with a trial payment due in XXXX - my funds are distributed by wire transfer once per mo - I paid my trial payment on XXXX XXXX XXXX as the wire deposit was ready - instead it was delayed due to an unforeseen issue causing my payment to not be honored - I immediately contacted my pay source and a letter was provided stating not my fault which I sent to Shellpoint mortgage along with an appeal of cancellation of my modification ( I had been notified that my modification had been cancelled ( Shellpoint letter dated XX/XX/XXXX ) To date, I have not received a response to my eppeal. I reapplied for modification, sending a very complete package On XXXX received a letter from Shellpoint dated XXXX.stating receipt of same and giving me until XXXX XXXX to supply items checked by boxes - in reviewing these, I had already supplied all of these - I next made a phone call to my representative - As she was not available I spoke with another representative who told me that the investor had declined modification. I told him that I had appealed this and had not yet received a decision - he told me that my file had been closed- no effort was made to discuss the checked items per the XX/XX/XXXX letter -He transferred me to my representative who was now available - she said my file was on hold. Meanwhile I receive a Notice if Sale under power by a foreclosure Atty for XXXX this notice was dated on XX/XX/XXXX XXXX XXXX. I received this Notice on XX/XX/XXXX - Since I have received conflicting information from Shellpoint ( letter dated XX/XX/XXXX acknowledging my application and giving me a time fr as me until XX/XX/XXXX to provide checked documents/ rep stating file closed/ rep stating file on holdso can t discuss requested items// notice of foreclosure by power dated XX/XX/XXXX ). No response has been received regarding my appeal of cancellation of my modification as of yet- this appeal was sent immediately after receiving Shellpoint s letter dated XX/XX/XXXX stating cancellation of modification due to Failure to pay as agreed - my appeal stayed that it was not of my control and a letter from my pay source was provided documenting same/ I emailed a copy of all documents checked and a notarized list of same - I also emailed updated social security letters stating upcoming amounts for me and my husband - I sent a Dispute letter also, based on the conflicting information, a Demand to honor the XX/XX/XXXX letter from Shellpoint acknowledging my application for modification/ a dispute of placing my application for modification on hold and not reviewing it as per the XX/XX/XXXX letter Referring to dual tracking described in section 11 of Regulation X law/ and therefore a Demand for cancellation of the XX/XX/XXXX foreclosure sale I also sent a letter confirming the discussion with representatives who TOLD me conflicting information from Shellpoint s Letter dated XX/XX/XXXX - I addressed this is section 1 I addressed the foreclosure sale date in section 2. I addressed another serious complaint - Shellpoint has NOT paid the taxes due on my home in the amount of {$3800.00}, billed in XXXX - I have forwarded the bill to the escrow Dept 5 different times and it has not yet been paid - I received a FiNAL NOTiCE regarding these unpaid taxes. I address this in section 3. Finally I addressed a more serious situation that occurred in XXXX - the illegal breaking in and trespassing of my property - changing of locks, winterizing plumbing, and posting iof unoccupied and vacancy on My front door - I filed a police report and both officers said it was illegal trespassing and forced entry - I also reported the theft of a valuable painting and various items - in addition Shellpoint illegally filed an ins claim with my homeowners ins stating my home was vacant basing their actions on a former ( 3 years sealer ) sale date by XXXX which had been cancelled and I was granted a modification - the ins agent checked the county and saw that I was the owner of record - he closed the ins claim and forwarded ALL correspondence to me that had been sent by Shellpoint with photos showing removing items from My refrigerator etc. I have notified my attorneys of same and have all info for documentation - unbelievably Shellpoint justified this by a section in My security deed - my Attys said their actions will not hold up in court - in fact it is criminal according to the police and Attys - I addressed this in section 4.
Next I sent a Demand letter for Shellpoint to honor their letter dated XX/XX/XXXX. Giving me an ability to have my application for modification reviewed and hopefully approved as I am able to make payments as shown in my appeaa I also Demand that the foreclosure sale on XX/XX/XXXX be cancelled in order to comply with Reg X section 11 - also I pointed out that holding my application could be deemed a strategy to send a letter denying my application as it was not complete 37 days prior to the sale date which would not be my fault but theirs
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| 11/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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I made my XX/XX/2023 payment on XX/XX/2023, at XXXX in the amount of {$1400.00}. I spoke with XXXX, at Shellpoint Mortgage, who confirmed my payment with a confirmation number of # XXXX.
On XX/XX/23 at XXXX, I went online to confirm my payment was posted. It was not. I chatted online with Shellpoint Mortgage employee, XXXX. He stated there was no record of the payment. He didn't even see notes stating I spoke with XXXX the day before and made a payment.
XX/XX/23 XXXX, I called and spoke to XXXX ( XXXX ) XXXX . She also couldn't see any record of my payment. She then blamed it on technical issues the company had been having since the day prior. She suggested I call Customer Service the next day as the payment should be posted on their site overnight.
XX/XX/23 XXXX, I called Shellpoint again and spoke with XXXX XXXX . He states my account shows as being in the process of a loan modification. I wasn't doing a loan modification. I told him I made my XXXX mortgage payment and it was not showing on my account. I needed this to be applied. He stated he couldn't find any record of my payment being made. He then stated that he would send it to escalation and I would hear back in 3-5 days. I never heard back from Shellpoint nor did I receive any response from them via email or mail.
XX/XX/23 XXXX, I called and spoke to Shellpoint Mortgage employee XXXX XXXX , ext XXXX. Left a voicemail to have her call me back. In my voice mail, I stated that I had made my XXXX mortgage payment on XX/XX/23 and needed help getting this applied to my account.
While awaiting a response from XXXX, I called Shellpoint Mortgage on XX/XX/23 and spoke with XXXX XXXX. I told her I needed my payment to be applied to my account. She said I needed to send my bank statement showing the payment made. I couldn't send a statement because it hadn't been issued by the bank. I told her my XXXX payment cleared my bank on XX/XX/23. I was frustrated at this point feeling as if Shellpoint was giving me the runaround and nobody was able to locate my payment even with a confirmation number. XXXX then got upset with me and then the line went dead. I waited and waited not sure if she hung up on me. Finally I hung up because she was no longer on the line.
XX/XX/2023 XXXX, I received an email from XXXX XXXX stating she received my voice mail regarding my payment made on XX/XX/2023. She confirmed no payment was showing on my account. No solution was provided.
XX/XX/2023 XXXX I submitted a complaint through the Shellpoint Mortgage website stating the date and time I made the XXXX mortgage payment. I also attached a screenshot showing a cleared payment of {$1400.00} on XX/XX/2023. I have never received a response regarding this submitted complaint.
XX/XX/23 XXXX, I called XXXX XXXX at Shellpoint Mortgage. I told her my payment was still not applied to my account and I was very frustrated and needed help resolving this. She stated she would followup with me by phone or email. I don't have record of any followup via phone, email or mail.
XX/XX/23 XXXX I called and spoke with Shellpoint Mortgage employee XXXX XXXX . I threatened to report Shellpoint to the CFPB, FTC, CFA and to my attorney if this payment was not credited by TODAY. She then transferred to me to her supervisor, XXXX XXXX who holds the title of Team Lead. I explained that my payment needed to be applied to my account and I was getting no results. She put me on hold, listened to my conversation with XXXX on XX/XX/2023 and did some investigating. She stated that my payment had been applied to someone else 's account. I asked her if it was at the fault of XXXX and she agreed. She stated she would have this payment reapplied to my account and would reverse the late fees incurred. She also stated to check my account online Friday XX/XX/23 as I should see the payment correctly applied to my account.
I checked online and it wasn't there. On XX/XX/23 XXXX I checked my account online and it still wasn't applied. I called Shellpoint and spoke with XXXX XXXX who was the team lead. He was curt and rude. He blamed XXXX XXXX for the payment not being applied correctly to my account. He stated he would have to get back with me after he listened to the phone call the day I made the XX/XX/2023 payment. I already felt discouraged and very depressed because of the runaround and no answers or solutions to this missing payment. I didn't trust he would get back with me as was the pattern shown by Shellpoint. he said it would be taken care of and corrected. He stated it would take 3-5 days.
As a result of this, it has affected my credit score. I have never ever had a credit score in the 500 's. The longer Shellpoint Mortgage delays in posting my payment to show I'm current, the worse it is for m credit score.
I am in desperate need of this payment being applied to my account as soon as possible. I have my XX/XX/2023 payment due soon and I can not trust Shellpoint Mortgage to apply it to my account. Please help me.
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| 09/03/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Since XX/XX/XXXX, I have been in constant contact with New Rez/Shellpoint to initially request PMI be removed and to change my insurance provider information. That's were the problem started.
*Initially, I was told account was very qualified to remove PMI, I moved forward to pursue, completing the required doc to request that the agent supplied and submitting via email on XX/XX/XXXX, sending to the email the agent supplied.
*I received a letter dated XX/XX/XXXX from NewRez stating that I was denied for PMI due to 5 reasons, all of which all were untrue ( late payment, not qualified for PMI XXXX subordinate lien on property, etc ).
*Upon receiving above letter, I called New Rez again, this time to find out from Agent XXXX 1 ) that my escrow account associated with my tax collection timeframes had been changed creating a larger significant monthly collection, of which I was not notified or given a choice, which created a deficit to the escrow account. ( he said he would switch this back to the original timeframe ) and 2 ) That funds had been received into the account, but not applied to my account and that the late fees generated ( reminder, the funds were still sitting in account, fully visible on my statement, but not applied to account ) needed to be paid before they could move forward with the PMI removal. Angry, but wanting to resolve the bigger picture, I obliged and paid the fee. ( These fees also included an inflated additional funds that had they 1 ) kept escrow account timeline as it previously was and 2 ) removed the PMI as promised originally would not have been needed to be collected, nonetheless, again I wanted to keep big picture, remove PMI, save money! ) XXXX assured me he will take care of all of it.
*received a letter dated XX/XX/XXXX stating I am now eligible to remove PMI If you reinstate your loan and become current. Please remember, all funds owed are still sitting in my NewRez account unapplied. Since I just paid all outstanding fees that they claimed I owed, just the day before I received this letter, I thought we were square.
*Upon receiving my XXXX statement, it was clear that non of the repairs promised to the account mentioned above had been cleared up. The original monthly payment ( which is and has always been, on autopay via my bank ), the late fee payment and the following months payment can all be see on my statement as " Partial Payment unapplied '' on my statement, just sitting there, all the while I am receiving late fees! Agent XXXX could not believe and agreed these problems were something he had never seen and assured me that he would take care of it once I paid the late fee, he could get to proper department and I was to give it a few weeks to all pan out. He suggested I call back to verify everything was ok around end of XXXX.
*Later that week or around, I received a letter dated XXXX, certified mail from New Rez stating that they had made several attempt to contact me with no success and to avoid foreclosure I needed to contact them. WHAT THE XXXX! I honestly thought that perhaps this got crossed in the process, and had already been squashed, but nonetheless, I wanted to make sure.
XXXX contacted NewRez once again, spoke with Agent : XXXX XXXX, she also told me that this was very unusual and escalated the account to Dept Research Team. Then proceeded to tell me that the department is over whelmed and not to expect a call back or response anytime soon, " they are weeks behind on phone calls ''. At this time I requested to speak with a Manager, I was unable to receive a reference number, a phone number to contact the department directly and I literally just had to take her word. I was done with that.
XXXX spoke with Manager XXXX XXXX she assured me account was escalated to be reviewed and she herself was going to " Remove late-fees immediately '', " request PMI be removed '' and " request a new escrow account disclosure '' so we can get back on track.
On XX/XX/XXXX, I received a call from my son, also on the loan, that the home he was trying to purchase, he was unable to pursue due to his Credit score dropping over XXXX points due to a late report on his credit from this loan! Lender was unable to fund! I then pulled my credit to find that my score had also dropped XXXX point due to this same 30 day late from NewRez.
Both, my son and I, have been diligently working, for over 5 years, on our credit and are both XXXX XXXX Citizens that have tried to do the right thing all the way across the board. I have no idea what the reach is for your organization, but this is XXXX, in my opinion! We now suffer at the expense of NEWREZ fraudulently reporting on our Credit Score.
I have sent a letter to NewRez/Shellpoint requesting an immediate reversal/removal on our credit scores with all agencies and a personal explanation/apology letter to each of us for this complete lack of fiduciary duty by a lender. I hope you hear our plead and are able to assist to resolve.
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| 06/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On Thursday, XX/XX/XXXX, I spoke with XXXX XXXX, my direct point of contact at Shellpoint that services my deceased mothers mortgage loan.
XXXX employed a well rehearsed sequence of aggressive predatory loan strategies to get me to sign a new loan, which he deceivingly called loan modification, that has as primary target not to help me but to rob me of most if not all of my property equity. His offer imposed unfair and abusive loan terms on me, including high interest rates and terms that strip me of equity.
I requested a deferment for the 12 month forbearance that ends XX/XX/XXXX.
XXXX refused the deferment, in his exact words I will put my foot down, I will not give you a deferment. ( on a recorded phone call ) XXXX XXXX 's first step of this unfair and deceptive predatory lending strategy was to deny forbearance deferment in order to offer me a loan assumption but not by itself, only conditional with acceptance of a disguised loan modification, which in reality was a new 40 year loan with predatory loan terms.
XXXX refused to check the history of the loan and the fact that I told him that I was offered and processed a deferment prematurely in XXXX of XXXX, which following a former CFPB complaint was reversed because, among other things, their representative failed to tell me that I can only do deferment one time for the life of the loan according to the XXXX XXXX guidelines of this loanit was more convenient for Shellpoint to defer 3 months of forbearance rather than 12 months, so that I get stuck with more debt that can not be deferred ( please see attached letter from Shellpoint which confirms the fact they processed a deferment for me that was reversed ) My mother passed away on XX/XX/XXXX, and her death certificate, my executor documents, and the property transfer ownership docs, among other, were transmitted to Shellpoint immediately, several times, by email and fax ( see uploaded attached docs ). These were requested again by Shellpoint and retransmitted to Shellpoint several times it appears Shellpoint is disorganized and misplaces documents from their customers ; I can not be responsible for their internal errors. But I do have emails proof that these docs were in fact emailed to Shellpoint several times at the same emails or fax nrs ( see attached email docs ) During my conversation with XXXX XXXX in XX/XX/XXXX, when I requested the last 3 months of forbearance, he mentioned that I should call him mid XXXX so he can process a deferment for me for the 12 months of forbearance with his superiors approval then in XX/XX/XXXX, few days ago, he said he will not do a deferment for me, and will not discuss this with his superiors because it will not be approved ; curiously and suspiciously it was approved and processed in XX/XX/XXXX, 3 months after my mothers death, was again suggested by XXXX XXXX in XX/XX/XXXX, but just before the end of the 12 month forbearance, it was denied (?! ) XXXX didnt say anything to me in XXXX that he will not be able to process the deferment, just another secretive predatory Shellpoint strategy to take advantage of their customer so that there are less options for the customer close to the forbearance term end/deadline.
I told XXXX XXXX dont see why he cant do the loan assumption separate and only as a condition with my signing an adverse predatory loan I told XXXX there is a federal law, the federal XXXX XXXX depository institutions act of XXXX, which says that heirs can assume the loan of they want, without any conditions I told this to XXXX coworkers, and to his supervisor XXXX XXXX, but was ignored XXXX ignored this, and so where his coworkers and supervisor I spoke with, all of them stating they can only do loan assumption for me with a new 40 year loan (?! ) Loan modification implies keeping the same loan balance, stretching it over more years and lowering the interest to make it more affordable to the borrower.
Instead, XXXX insisted he can only offer me a new loan, which bears all the predatory lending characteristics ; not only doesnt maintain the actual balance of the loan but triples it so that I lose to Shellpoint most or all equity in the property.
I emailed XXXX asking clarification and more detailed calculation of the 40 year loan he offered me but he failed to respond, its been about a week now Current loan has a balance of {$81000.00},. XXXX XXXX XXXXnterest and matures in XXXX, with monthly payment of {$560.00} this means that in 14 years ( 168 months ) when it matures, it will reach a balance of approximately {$94000.00} The new predatory loan, which XXXX calls deceptively loan modification has the following predatory loan terms : Much much longer 40 year term ( 480 months ) matures in XXXX Higher interest rate : XXXX XXXX Monthly payments : {$480.00} 488 x 480 months = {$230000.00} XXXX?! ) Compare this with the current loan and how deceiving is the new Shellpoint loan modification conditional with the loan assumption
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| 01/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX transferred service of my loan to Shellpoint. Just before this transfer, I ended my COVID forbearance under XXXX, and made restarted payments eff. XX/XX/XXXX but was told I had to make phone payments because underwriters were working on my account. I requested the removal of PMI based on the evaluation of my home, done by XXXX 's broker and was issued a XXXX letter XX/XX/XXXX, showing the increased value of my home, which put the value above the threshold to carry PMI. XXXX let me know that underwriters would automatically remove this, they issued the letter and it would be included with all materials when the underwriter saw it, and I would see the removal of PMI in my statements once the underwriting was complete. When I asked why an underwriter was reworking my loan, since my mortgage terms remained the same per my COVID deferral/ending agreement, a XXXX agent let me know that all those ending COVID forbearance go through underwriting and it would take minimally 45 days to complete this. All this sounded reasonable, so I waited but have yet to receive any information around the underwriting and why this was done, and its effect/if any ; there should not be any effect on my original terms. Shortly after this XXXX conversation around undewriting and request to remove PMI, I learned in late XXXX that my mortgage servicing would move to Shellpoint, with XXXX continuing to hold the note, eff. XXXX XXXX, XXXX. When I transferred, I called Shellpoint ( many times ) to ask about status of the PMI removal they said they would review that and did not have the records or any information. I stated that I have the XXXX letter and it should be in my records from XXXX. Shellpoint said they would review it after they got my records and then later told me they could not 'see ' any records prior to my mortgage being transferred to Shellpoint for servicing. It is XXXX and my account is still inaccessible online. The PMI is still on my mortgage statement/payment. I have to make my payments by phone - and when I call to request a fix, a CSA tells me they are working on it, but not before they tell me they are a 'debt collector ' and then the best they can do is submit a ticket. By law Shellpoint/any services has 60 days after transfer to provide transparency around your mortgage. I am also now being hit by Shellpoint with an escrow shortage, an increased mortgage payment ( which indicates any underwriting is likely already complete ). I spend countless hours on hold with Shellpoint attempting to resolve but with no resolution and no information from them. At times, I have spent 2 hours on hold with no one answering. Who has the TIME to wait like this and then be told they don't have the info and/or they will file an IT ticket or complaint. This is not a good servicer that leaves the consumer in the dark about payments. What I want : access to view my mortgage and terms ; information on what is now a 2nd escrow analysis ( XXXX in XXXX, a XXXX in XXXX ) ; removal of PMI based on my XXXX letter showing increased house value ; transparency around the COVID deferral/no-interest back due amount that should be shown separately from my main mortgage ( I am under same terms as prior to COVID, per my deferral agreement. ) which is now shown as being grouped in with the main mortgage with interest being charged on the combined total amount ( an increase of $ XXXX per month ). ( My total mortgage was {$510000.00} prior to my COVID deferral of 12 months. It is now showing on the paper statements that Shellpoint is sending as {$520000.00} with no breakout of the missed payments ( PITI ) from the new total mortgage balance. ( XXXX made escrow payments during my COVID forbearance ; any backdue should be tacked to end of loan, or sale/refinance. ) When I ask for clarification or correction from Shellpoint I am told they dont have my mortgage information prior to transfer, or, that I can file a complaint and they can do an analysis. They are not providing me with information around the details of my mortgage other than 2 paper billing statements and a 'hello/goodbye'/ 'welcome ' letter. Shellpoint is very simple not following the federal law regarding PMI removal, COVID deferrals and using delay tactics with the additional upfront cost being pushed to me/the consumer, while they take many more months to get information from XXXX and do an analysis. Shellpoint illegal delay tactics are costing me serious money and stress. At minimum, my interest on the mortgage should NOT be significantly and consistently higher than when I began the COVID deferral ( but it is per the 2 statements I've received ) and with PMI being removed, per law, my mortgage payment should be reduced by approx. $ XXXX {$150.00} per month. I want clarity around the ENTIRE scope/duration of my mortgage, what escrow payments have been made, what has been deferred into a zero interest account, and the removal of PMI.
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| 05/04/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Re M ortgage : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FAX : XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX , 2017 REMOVE THE FRADULENT OVERCHARGE IN $ 65,000+ TO - DATE A ND GROWING HONOR YOUR IMPOSED INSURANCE POLICY HOUSE ROTTING, FILLED WITH MOLD!!!! Dear Shellpoint Mortg age : IN response to our letter which FAILED to provide ANY validation to the {$65000.00} of fraudulent fees, interest, interest on fraudulent interest, endless duplicate, quadruplicate fees.. etc.. All your letter shows is that my payments were suspended not applied.. and bank kept imposing new fees over and over on top of each other while stretching out the loan mod because of their negligence or in a clear intent to defraud. 1 ) This is my 10th + R equest to please remove the fraudulently and improperly added {$54000.00} to my mortgage balance of {$200000.00} approximately ( 25 % increase overnight in the balance!!! ) and all accrued interest on this fraudulent amount that should have never been added in the first place. I have made MANY requests by phone, in writing, and through an attorney in the last 12 months, yet none of your communication, including the Letter you sent on XXXX / XXXX / XXXX failed to include the calculations - accounting for the disputed {$54000.00} - thus you FAILED TO VALIDATE THE DEBT. I have been paying MORTGAGE PAYMENTS as instructed and on time, as directed by your bank and your predecessor XXXX XXXX XXXX you chose to suspend and NOT apply many of my payments. I am not a Mortgag e Expert and can not fix your computer errors that favor your accounting and in such an exorbitant amounts.. On top of {$54000.00} you charged me another year on this interest, a lot of processing and inspection fees as bank failed to even properly do modification and kept having many errors and kept charging me fees to correct banks own errors. I estimate the overcharge to be $ 65,000+ That was requested on MULTIPLE occasions. We are AG AIN requesting to provide ex act calculations of that {$54000.00} NO credit was posted on the - {$40000.00} or XXXX . Please provide the dates due and amount of each dollar portion for the {$54000.00}, including principal amount at the date this interest was assessed, interest amount, etc 2 ) We also requested full accounting to the many trial payments that were suspended instead of applied to balance and counted to reduce the interest calculations or counted toward principal on the dates they were made. There suspended payments were actual money I paid and should have been properly credited toward interest and principal. 3 ) Forced Placed Insurance our client was charged for very HIGH premiums yet when she asked for help repairing the winter storm, burst pipe and other damages she was brushed off by your representatives and was denied even a copy of the policy. The house is deteriorating rapidly and if not repaired will be condemned shortly. We request your urgent assistance in getting it repaired. The borrower has reached out to over XXXX contractors but have not received an acceptable estimate / bid for repairs nor does she have the funds to repair the items that should have been paid by the insurance you force-placed on her. If the tenants file a MULT I MILLION DOLLAR LAW SUIT for damages from living in a mold infested home becaus e Shellpoint denied to honor their own forced placed insurance, how does it benefit anyone? Banks own INSPECTIONS certified home at the time of forced placed insurance imposition to be in GREAT CONDITION and now its ROTTEN so the evidence is very clear that all the damages happened during the insurance placed by the bank and I reported them and tried many times to get your policy and the bank to fix the house. Not a single dollar was offered toward the repairs! Just a flat denial, not even a policy detail to show me WHY it was denied! Full secrecy a nd Fraud.
4 ) Please also confirm the jurisdic tion / venue for any legal proceedings in regards to this mortgage. This is to ensure that if legal action is necessary it is filed in the proper venue. Please take NOTICE that FAILURE TO PROVIDE THE REQUESTED information & financial compensation I have requested on multiple occasions, constit utes an INTENT TO DEFRAUD, & FAILURE TO VALIDATE THE DEBT and the mortgage maybe deemed INVALID. CRIMINAL LIABILITY may also be imposed on forcing occupants to live in a mold infested home as you failed to repair the damages and its getting worse. I personally have no expertise or resource to repair, but have been making all possible efforts to even get an estimate. I reques t : 1 ) An immediate refund of {$65000.00} in FRADULENT FEES, charges, interest on fradulent fees and charges 2 ) Full repair of the home to save it from complete loss. I estimated damaged now over {$300000.00} Sincerely, XXXX XXXX
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| 09/02/2018 |
Yes |
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- Trouble during payment process
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Web |
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To : Consumer Financial Protection Bureau We are contacting your Agency to report our experience when our mortgage servicing from XXXX XXXX XXXX ( XXXX ), based in XXXX, Texas, transferred to XXXX XXXX XXXX ( XXXX ), based in XXXX, South Carolina. We have been greatly inconvenienced by this transfer, which was handled poorly by both companies, and wish to complain about their failure to properly service our mortgage resulting in the cancellation of my homeowner 's insurance policy with XXXX and XXXX 's subsequent correspondence demanding payment when payments had in fact been made. The sequence of events are as follows, with attachments to support : 1. In mid-XX/XX/XXXX we received notices in the regular mail from both XXXX and XXXX that our mortgage servicing would be transferred from XXXX to XXXX effective XX/XX/XXXX. Other than instructions on where to mail payments, the notices indicated that no other action on our part would be required.
2. On XX/XX/XXXX we mailed my last payment to XXXX for the XX/XX/XXXX payment, consistent with our past payments.
3. On or about XX/XX/XXXX, concerned that our check written to XXXX had not cleared our account, we called XXXX for further information. We were assured by one of their representatives that nothing was amiss, and a grace period was in place to ensure no payments would be listed as past due during the transfer to XXXX.
4. On approximately XX/XX/XXXX, we received a statement from XXXX dated XX/XX/XXXX for the XX/XX/XXXX payment, which indicated the XX/XX/XXXX payment had been received. On XX/XX/XXXX we mailed our first payment to XXXX, this check cleared our account on XX/XX/XXXX. ( The check we sent to XXXX on XX/XX/XXXX still had not cleared. ) 5. On XX/XX/XXXX, in the regular mail, we received an Offer to Reinstate from XXXX XXXX dated XX/XX/XXXX, notifying us that they had not received payment of {$450.00} for our homeowners policy and coverage had lapsed. This payment was to be paid from escrow funds which is included as part of our mortgage payment, but both XXXX and XXXX had failed to do so. On XX/XX/XXXX we contacted both XXXX and XXXX for instructions, and made the arrangements to have XXXX fax to XXXX a statement showing the amount due. A subsequent statement from XXXX dated XX/XX/XXXX shows that XXXX made a payment on XX/XX/XXXX, but not for the correct amount, paying {$420.00} instead of the required {$450.00}. As of XX/XX/XXXX XXXX had not received the payment and subsequently canceled our policy. ( I have a separate grievance with XXXX for their failure to promptly and professionally notify us of this issue ). As a result, we opened a new homeowner 's policy with XXXX.
6. On XX/XX/XXXX we logged onto our online account for XXXX with the intent of making a payment for our XX/XX/XXXX payment although we prefer to pay via check, we had not yet received a statement in the mail from XXXX and wished to ensure payment was made. At this time we observed new postings to our account dated XX/XX/XXXX indicating we were past due on the XX/XX/XXXX payment ( this check cleared on XX/XX/XXXX ), and we promptly contacted XXXX on the phone for an explanation. The representative on the phone was unable to understand the most recent transactions and told me I would be contacted by one of her supervisors within 24 hours. We have never been contacted.
7. On XX/XX/XXXX, while still awaiting communication from XXXX, we received in the mail our statement from XXXX dated XX/XX/XXXX. This statement indicated the account in current status, and I mailed our XX/XX/XXXX payment on XX/XX/XXXX via Priority Mail.
8. On XX/XX/XXXX, we received two further items in the mail from XXXX. A letter dated XX/XX/XXXX has our check of XX/XX/XXXX to XXXX group enclosed and returned, with apologies for the inconvenience. At this point it becomes clear why our online account is showing a past due amount. A second letter, dated XX/XX/XXXX, informs us our account is past due and that XXXX may report nonpayment to the four major credit reporting agencies if payment is not received by XX/XX/XXXX.
The lack of organization and competance within XXXX and XXXX has caused us a great deal of inconvenience, not to mention stress, as we have been forced to prove that we have made payments on our mortgage in a timely and responsible manner. In addition, XXXX 's preferred method of correspondence and communication the regular US Mail has proven wholly inadequate to resolve urgent and sensitive issues with our account. Although XXXX has both an email address and phone which they could have used to leave a message with us, there is no indication they did so, and chose instead to send threatening collection letters in the slowest manner possible. It is disturbing to us that a company which is responsible for such important matters such as FHA Mortages and Homeowner 's Insurance can operate in such a dated and unprofessional manner.
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| 01/29/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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My mortgage had been sold multiple times without issue. However, when Shellpoint bought my mortgage, they continue to charge me the same price as the previous mortgage company. However, they did not pay my insurance. My homeowners insurance continued to notify me that my coverage had lapsed, and I continued to pay back months of missed payments in order to keep my coverage current. Shellpoint kept applying my escrow that they were charging me to there in house insurance. I had my insurance, XXXX, repeatedly send proof that I was maintaining the home insurance that they had let lapse. I have never been reimbursed. Ive been paying double insurance. I was paying out of pocket to XXXX and Shellpoint was forcing me on their in-house insurance, this has gone on for a year now. They will not change my escrow even though I paid in full XXXX year homeowners insurance through XXXX. I have spoken with them repeatedly. They have told me that I have to write them and request to have my insurance removed from escrow. I have written them three or four times now. They have given addresses, which I had written and mailed, I wait a few weeks or a month to see if they received it just to be told me that the other customer service agent that I had spoken with gave me the wrong address or the wrong department. I have written, I have emailed, I have faxed my request, each time I write it is to the address which they have given me. And theyve given me more than one. And then theyve given me fax numbers to use which I try. And then theyve given me email addresses which I have sent emails. They never acknowledge receipt of any of my correspondence. I have asked them for a name in which I could send it in attention to someone specific and send it certified mail and receive a signature of receipt ; they tell me that is impossible because there are too many people in the department. They do acknowledge that they do now show proof of insurance. They have acknowledged the proof of full coverage of my property. However, they will not remove it from my escrow and they will not acknowledge receipt of any of my handwritten letters to the various addresses that they have given me nor my emails or my fax requesting that they remove it. They simply will not acknowledge receipt. Therefore they will not remove my insurance from the escrow and I am still being charged. I have checked into my Taxes. And the amount that they are charging me can not be accounted for by my taxes. My taxes are not that high. Ive been XXXX and year in taxes so an extra XXXX dollars every month can not be attributed towards my taxes. They have acknowledged seeing that I had been paying for my XXXX Insurance at the same time they were providing me with their own in-house coverage, which I never requested. They have acknowledged all of this. But they do not reimburse me. They keep telling me I have to get it from my insurance company because at the time they didnt show the proper proof. Yet they continue to charge me in my escrow account as if, Im still paying a second insurance. They will not work with me in good faith. This is gone on for over almost a year now. It is costing me over {$200.00} a month paying for this extra insurance. They told me that I need to collect the lost money from my insurance agency. They said my insurance company did not send them the proper documentation. My insurance company told me multiple times they had sent all the documentation. I have had people in their department acknowledge that yes they have received proof of my insurance, but evidently the information never gets to the proper people and I continue to get charged. They will not reimburse my loss. And if I insist on only paying for my loan, the principal, the interest and the taxes for my escrow they turned me over to collections or a threaten my credit, and send me a late fee charge. So I have to pay in order to preserve my credit. My mortgage had been sold through XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, never have I had a problem with my escrow. My insurance always carried over when my mortgage was sold. When Shellpoint bought my mortgage, they collected for escrow, but did not maintain my insurance then used my money that I was sending for insurance in my escrow for their in-house insurance which they themselves told me was lousy insurance and didnt cover anything and was far more expensive. I had at one point said fine just use my escrow money to pay for your in-house insurance and they told me that I really didnt want to do that because it was far more expensive and covered nothing except for what would cover their company and none of my losses only for their company. I tried desperately to maintain the insurance that Ive had for XXXX years with XXXX. I do currently have XXXX Insurance. I have paid out of my own pocket for this coverage. And Shellpoint still continues to charge my escrow account for some other insurance.
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| 09/26/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I inherited a property with a line of credit loan from my father in XXXX from XXXX XXXX XXXX. Payments were under $ XXXX. In XXXX XXXX sold my loan to Shellpoint Mortgage Servicing ( NewRez ) and my payments went up to over {$300.00}. I did not ever miss a payment. In XXXX, I was forced to pay for lender imposed Hazard Insurance, even though I had coverage. Until I could adequately provide proof of this, they started charging me {$600.00} a month which also went into an escrow account. I started to be harrassed about adding to this amount which ended up being over {$3000.00} in escrow for lender hazard. When I could prove I had always had hazard insurance which fully covered my property, they acknowledged this. I never went through any foreclosure process, only threats that if that were to take place, I would receive legal charges in addition. Since I paid the full amount disputed, despite not owing it, I also verified that I was in no way owing them any amount as of XX/XX/XXXX. Since my monthly payments didn't go down, which they were promised to after the enforced hazard insurance was not an issue, in XX/XX/XXXX, I was again assured, there were no legal fees. These are on record in their files. Even though there have been no reasons why my monthly rate is still over {$600.00}, I have paid every month.
In XX/XX/XXXX, they removed over {$2800.00} from my escrow account and sent a check to my deceased father for that amount in refund. The check was voided, and when I called, they said they would deposit those fees taken into my on record bank account, and I supplied them with my routing and banking numbers, even though they had these ( I pay each month through this account. ) By XX/XX/XXXX, they had recorded in their statement they transferred these funds. No funds appeared in my account. Through persistance, I was able to get them to state that an erroneous ACH to the wrong account occurred and they would rectify it. After more time, I contacted them again, and was informed they again sent funds to an extant account, not even close to the number of my bank account. When I requested confirmation of a new transfer of funds, and the name of person who did the transaction, the bank account and the amount, they demurred. Every day, I get a different response.
In addition, an added {$950.00} was refunded to my credit, which brings up the amount they owe me over {$3700.00}, but, it is irrelevant, because no funds have forethwith been transferred and they continue to delay and offer me conflicting accounts.
Meanwhile I was billed for {$1200.00} in outstanding legal fees, which is illegitimate, since the only possible legal expense would have come from the threat of foreclosure almost a year ago, and before any legal action was taken, I paid over {$3000.00} to avert this process.
They have been able to get away with 2 years of escalating the amounts they charge me in loan fees, including an interest rate, they claim is 4 % but, in calculating it, is much higher, judging from the breakdown of where my {$600.00} plus money goes each month. They are still charging over {$400.00} a month for mere interest towards a loan that has doubled since my father 's loan commences, without it affecting the principle comparative to the fees charged.
They are completely unwilling to conduct any meaningful settlement, or transfer me to supervisors, communicate in email or meaningful written form, other than to issue me insane statements with amounts owed that are completely fraudulent.
I believe I am the victim of gross malfeasance, and or incompetence in this organization, yet, they control my ability to have a home, and my credit, my peace of mind and wellbeing. I have no recourse but to seek other agencies to assist me. I KNOW what they are doing is not lawful or moral. If they are doing this to me, they are no doubt, doing this to other people.
Please help me to achieve what's fair and just. I have never defaulted on this loan, even under great hardships, borrowing money when I had to, and going without necessities to see that I did not fall behind, but, the more I comply, the harder the terms of their demands, and they then ask if I want to short sell my home. They are trying to steal my home, is my impression. My home is worth many times over what this loan is for. I am XXXX, over 60, and have limited funds.
Please contact me, or direct me to whichever agency can mediate, or investigate the chicanery and misconduct of Shellpoint Mortgage. This complaint is being made after 2 years of wrangling with an entity that is completely indifferent to their customers and who are trying to get me to default and take my home away in more threats of foreclosures, as they do when they escalate the loan based on information they make up and is always difficult to prove, although I have had success up to this date, now I have hit a stone wall, and am fed up.
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| 11/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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My loan was placed in forbearance XX/XX/XXXX due to COVID. My forbearance ended and my payments were to resume XX/XX/XXXX. I was living out of town for through XX/XX/XXXX and upon my return found the documents to get my loan up to date and submit a Partial Claim. I immediately called and was given a phone number to get a mobile notary to my house to sign the papers. During that phone call, I explained that I had been out of town and didnt realize there were document waiting for me. I received no emails and no phone calls. I was told at that time to just start making the payments and it would be fine.
After several attempts to get the document notarized no call backs, two no shows for scheduled appointments, I paid a notary {$100.00} to come to my house and sign the documents. During all of this time, I was in weekly contact regarding my loan and was assured to keep making payments and my credit would not be impacted. I received the notice stating that at the end of XXXX credit protection would end and I went over that with the loan servicer who assured me my credit would not be impacted because I had been in constant contact, the issues with the notary and the continued payments. She told me to send in the forms that were signed.
Two weeks later, I was still unable to make payments online so I called again. I was told that there were new papers sent out that needed to be notarized. I had never received those papers or any type of communication stating they were coming. I was told on the call that emails had been sent. I check my inbox and junk folders and there was nothing. I checked my voicemails and there was nothing. I told them to send the papers again and I would get them signed. I continued to make timely payments. I asked again if my credit would be impacted and the answer was no.
My Partial Payment papers were finally done in XX/XX/XXXX and I was able to continue making payments. I then received a notice stating that my credit had been updated and I was showing a late payment for XX/XX/XXXX. I immediately called and put in a dispute. I explained the situation. I received no response. I called again and was told a response was sent. I looked for it and was unable to locate it in any email. The loan servicer sent it to my work email unsecured and I was finally able to access it. These messages were NEVER put in the online system message inbox so I was never able to access them. I told her all that I detailed above. I sent her a copy of my bank statement which showed the timely payments, including XX/XX/XXXX. She told me she would submit it and Id hear back.
I called on XX/XX/XXXX for an update and was told a message was sent. I did receive a message on my work email, but when I went to the link it said it was expired. I asked the loan servicer to send me the letter. I finally received the denial letter and was given a general email ( XXXX ) to dispute it. The same day, I provided all of this same information, including images showing the payment withdrawals from my account, to that email. I never received an email or phone response.
On XX/XX/XXXX, I pulled my credit again and there was a new 60 day late mark for XX/XX/XXXX. I resent the same email as on XX/XX/XXXX asking for an update and for them to review/ remove the new late payment. I never received a response.
The communication process has with this company has been extremely difficult. I was told things that are proven not to be true. I am in the process of refinancing my loan and this is impacting my new rates as well as any future options I may have.
I continued to work with the processor at NewRez, after escalating the issue because there was no communication with her on my refi either, and I finally heard back from her on XXXX XXXX, XXXX stating she was out the entire week before but that she now needed to pull a whole new credit report. I told her about the disputed late payments and she agreed to reach out to the credit department to see if she could get a resolution. On XX/XX/XXXX she sent over a notice showing my payments were made, but that they applied them to the past due balance which was already being processed through the mitigation process and not to the new payments, which is why they showed late. She agreed that this did not seem correct and that it should be updated and said she would reach out internally to get it fixed.
On XX/XX/XXXX she said they reviewed the file and the late payments will stand. I asked her for direct contacts to who denied my request so I could work with them directly. She sent me the same general that I have never received a response from previously.
This is not an accurate credit reporting. I did every thing I was supposed to. I stayed in communication. I made the monthly payments after the COVID forbearance ended. This needs to be updated with the credit bureaus ASAP so I can move forward with my refinance.
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| 01/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Last XX/XX/XXXX, my XXXX year old Aunt XXXX XXXX and I was named as executor of her estate and the home that she lived in her entire life was willed to me. That house is not the problem here as it is completely paid for and there is no mortgage owed on it. However years ago she had another mortgage put in her name that was purchased for my brother. My brother did not have very good credit at the time so she did it as a favor to him. My Aunt deeded this house to my brother, years ago but the mortgage still remained in her name. Because of this deed she did not feel the need to mention the house in her will. My brother has lived in this house for over 30 years however he recently moved to a new location and left his son living in the house with the agreement that he would continue to pay for the monthly mortgage payment. From what I understand back in XX/XX/XXXX my brother found out that the mortgage had fallen behind. He found out that his son was having problems making the payment and he decided to send a check for $XXXX to the mortgage company. This check was sent back to him. From there he tried to contact the company, XXXX XXXX XXXX dba as Shellpoint Mortgage Servicing so that he could find out why his check was sent back. The mortgage had recently been transferred to this company from another company so my brother had never dealt with this company up until this point. When he called in to speak to them and he told them his name, they told him that they could not speak to him because it was not his name on the mortgage. He explained that my Aunt had XXXX XXXX and from what I understand, no one would help him. Finally in XX/XX/XXXX he called me and told me he needed me to try and call them because I was the executor of the will. I did call them and they told me they would need to have a copy of the will and XXXX certificate faxed over to them before they could speak to me. I did this on XX/XX/XXXX and I have a fax receipt confirmation to prove it. I never heard back from them. So after a couple of weeks, I tried calling them again. At that point I was told that the documents that I faxed had not yet been uploaded into the computer so they were still unable to talk to me. So again I waited for a call and never received one. I did not pursue this issue any more as I felt I did what I was asked to do and after all, it wasn't even my house. Then in XX/XX/XXXX both my brother and myself were served foreclosure papers. I immediately responded to the lawyer that was listed on the paperwork and provided proof of my fax to them and was then told to wait for a payoff amount. Well the payoff information finally came on XX/XX/XXXX and it was in the amount of $XXXX which is the principal. $XXXX for Interest. Total Fees? $XXXX. Funds owed by borrower $XXXX. Bankruptcy/Foreclosure Legal Fees and costs $XXXX. In essence $XXXX more dollars than is even owed on the house. Being unable to come up with that kind of money my brother has simply decided to walk away from the house. However what angers me here is that these people did absolutely nothing to try and help him save his home. All they did was ignore him!! So since this house is right next door to my home, I decided to try and contact the mortgage company again to see if there was anything I could do to modify and possibly assume the mortgage. I called there on Wed. XXXX XXXX XXXX and after speaking in great detail to a representative was given the name of a gentleman who was in charge of this case. I was transferred over to his line and received voice mail that specifically said leave your information and you will be contacted back within one business day. Well today is two business days and I decided to try calling back. I spoke to another representative who now told me I had to fax in documents proving who I was. In other words I had to send the will and the XXXX certificate in again. These were the documents that I sent to them in XX/XX/XXXX. I told her I was not going to fax anything until I spoke with the gentleman in charge of the case so once again I was transferred over only to receive his voice mail once again. I left another message, that was this morning at approximately XXXX XXXX and here it is XXXX XXXX and I still have not received a phone call back. It seems to me that this company isn't really trying to help save this home but instead is interested in foreclosing on it. I on the other hand would really like to try and save it and was hoping that you could help me get some answers. I have read reviews about this company and it seems that there a many other people who have experienced shady business practices here. A mortgage company is supposed to offer to help a homeowner save their home before forcing them into foreclosure. This company has shown incompetence from the beginning. I would appreciate anything you could do to help!
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| 06/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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History I was adversely affected by the financial crisis in XXXX caused by fraudulent practices of the Financial Industry. I had just purchased a new home and was in the process of selling my old home. XXXX XXXX gave me a mortgage for the new home that I did not qualify for feeling the other home would sell quickly. After the crisis I lost approximately XXXX value in my old home and XXXX in the new home. I loss about XXXX in my retirement. I tried to sell both properties but neither would sell even at a great loss. I have been trying to stay current by renting out one of the houses but it has been at a loss every year.
I applied for a Forbearance in XXXX of XXXX due to XXXX hardship. The tenants rent the house stopped paying rent. I could not do anything to remove them from the property due to XXXX and state regulations. The Forbearance was accepted by Shellpoint. I applied for a Modification to end the Forbearance on XX/XX/XXXX. Shellpoint ask for numerous documents and eventually stated I did not supply the necessary documents to process the application. They then started over again in XXXX of XXXX. I submitted the documents they requested and I still do not have an answer.
I have since decided to sell my " Old Home '' and Move into the Home where Shellpoint is the Mortgagee. I sent the following message to my CSR Representative My Email XXXX We have decided to sell the house we are currently living in and move to the XXXX XXXX XXXX XXXX MA house that you have the mortgage. I have sent the documents you requested. Please let me know if this changes what I need to apply for to end this forbearance.
Thank You XXXX XXXX Response 1 from XXXX Hello XXXX XXXX, Thank you for your email and thank you for the update. Please kindly advise if you will be doing a traditional sale or a Short Sale. Once we determine this, we will be able to advise what steps will be needed afterwards.
Hope you have a great evening!
Thank you, XXXX XXXX My Response XXXX It will be a traditional sale. Again I am NOT selling the house you have the Mortgage to. I am selling my other house. My LTV for that house is about 50 %. The house is worth about XXXX. Please let me know my options.
Thank You XXXX XXXX Response 2 from XXXX Hello XXXX XXXX, Hope all is well. I was able to review your documents and thank you again for sending it.
I have a few questions regarding your rental income. I notice on your application you receive {$800.00} a month for rental ; however, I was not able to find an {$800.00} deposit on either one of your bank statements. I do see deposits for {$170.00}, {$500.00}, and {$400.00}. Can you confirm if this is your rental income you receive?
Also, were you able to send me the lease agreement as well?
Please kindly advise when you have time available and I will also try to call you today as well.
Thank you, XXXX XXXX Obviously, There is a disconnect. I have told here twice that there was no tenant.
Additionally, I learned the following : 1. My credit Report shows the account as delinquent 2. My wife credit report shows the account as delinquent. She is not a borrower on the note.
3. I have begun getting calls from telemarketers that they can help me with the mortgage I am behind on. How do they know I am behind?
I feel at this point Shellpoint is capable of servicing this loan. I also feel that I am due some forgiveness on the loan balance. This is the 4th attempt to try to get help with this situation since XXXX XXXX was closed and XXXX XXXXXXXX took over. Every time I have tried in the past the sell the loan and I have to start the process over. I have the following Companies servicing my loans ( 4 ) from XXXX XXXX XXXX XXXX XXXX Ditech Green Tree XXXX XXXX Shellpoint XXXX XXXX XXXX XXXX The following Documents were submitted.
XXXX XXXX XXXX submitted onXXXX Tax Return submitted on XXXX XXXX - XXXX Bank Statement submitted on XXXX XXXX - XX/XX/XXXX Bank Statement submitted on XX/XX/XXXX XXXX XXXX Mortgage Statement submitted on XX/XX/XXXX Rent Receipts submitted on XX/XX/XXXX Rent Verification Submitted on XX/XX/XXXX Non Borrower Contribution Form submitted on XX/XX/XXXX Wife 's License XX/XX/XXXX Letter of Explanation XX/XX/XXXX Saving Account Statement XX/XX/XXXX submitted on XX/XX/XXXX Saving Account Statement XX/XX/XXXX submitted on XX/XX/XXXX Taxpayer Consent Form submitted on XX/XX/XXXX Bank statement XX/XX/XXXX submitted on XX/XX/XXXX Bank statement XXXX submitted on XX/XX/XXXX Saving statement XXXX submitted on XX/XX/XXXX Saving statement XXXX submitted on XX/XX/XXXX Hardship Application submitted on XX/XX/XXXX XXXX submitted on XX/XX/XXXX Tax Consent submitted on XX/XX/XXXX Form XXXX submitted on XX/XX/XXXX MortgageAssitanceApp submitted on XX/XX/XXXX 6 paychecks for my Wife submitted on XXXX 6 Paychecks for me submitted on XX/XX/XXXX, XX/XX/XXXX XXXX
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| 12/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I filled my first complaint in XXXX XX/XX/2020 ( complaint number XXXX ) after having painful 6 months dealing with NEWREZ over their non payment of my property taxes even after multiple reminders. NEWREZ closed my complaint, acknowledging in writing ( letter dated XXXX XX/XX/2020 ) that indeed they made mistakes and promised me that overcharges {$2500.00} will be used towards my property taxes due on XXXX XX/XX/2020.
However, this is where all the lies and misinformation from NEWREZ started again. I called NEWREZ multiple times ( I have all call logs to show and all calls were recorded ) to confirm what was written in their response letter and sadly none of the customer care representatives knew about the written response. All of them told me the money would be " returned to me '' after a tax enquiry is completed in minimum 2wks or maximum 4wks ( from mid XXXX - when I started following up on my case again ). I kept calling every week spending more than 1 hour on each call, having to explain my 8 months ordeal every time from start to each new customer rep ( this also shows how pathetic NEWREZ systems are, none of the customer care rep had any clue about all the challenges with my account ). Anyways each week I was given a different answer, On a call in early XXXX, i was informed that tax query will be closed by XX/XX/XXXX and I will get my refund but again to my utmost surprise, when I called on XX/XX/XXXX the customer care rep told me that She can not tell me how much time tax enquiry will take and the previous rep misinformed me. She said the tax enquiry can take upto 60 days and she can not help me anymore, I just need to wait. I asked to get this information in writing for records but she said they dont have any such system in place ( NEWREZ expects its customer to keep calling and keep writing emails but they dont have any system of writing back to the customer - again demonstrating how pathetic their customer care/communication systems are ). All this while I have written numerous emails to them as well, obviously with no response, other than a standard auto generated email stating my email was received and will be responded to ( a response that never came ). Frustrated with all this I decided to refinance and move away from NEWREZ. My loan with NEWREZ was closed on XX/XX/XXXX and even then ( more than 60 days after my complaints ) I had still not received my money back. I then hoped that since NEWREZ has to close my escrow within 30 days of my loan account closure that they will finally close my tax enquiry and pay me back my money. But as always when i didnt receive my money even in XXXX first week, I called NEWREZ on XX/XX/XXXX and asked on the status for multiple " task requests '' that were created due to my complaints. To my utmost surprise, all of them were still open with no action on any one of them. The customer care rep didnt know why there was no progress and told me she will raise another task and escalate ( same standard response i have been told 50 times before ), I asked her why she is creating new tasks for same complaint when previous ones are open. She then recommended a speak to a supervisor, the supervisor also was clueless and her only advice was for me to WAIT MORE. I have already waited for more than 6 months, i have spent hours of my precious time calling NEWREZ not to forget several written communications to them and NEWREZ wants me to wait even more, with no commitment on completion date. On top of this they keep building more lies, I was told NEWREZ is waiting for a cheque back from my borough and when i called my borough they made it clear that they dont have anything to send back to NEWREZ. I write this complaint with some hope that i can get my escrow amount back which is close to {$3000.00}. Lack of proper systems at NEWREZ is appalling, none of their representative are trained to look at customer history, their is no co-ordination between their departments, there is no process or mechanism for communication back to consumer, they have no system to flag overdue tasks ( it seems they just keep them open ) and they have no system for accept feedback and act on it. I can not imagine how many more consumers have had to experience through such horrid customer service. This entire ordeal since XX/XX/2020 has caused immense anxiety and pain to me, my wife almost called XXXX looking at my state in one of the calls. As someone who keeps a close eye on his financials I have spent numerous hours in trying to resolve this with NEWREZ, I can not believe how an elderly person would be able to do all this.
It in unimaginable as to how in 21st century, NEWREZ can operate like this. In times like current, {$3000.00} is a huge amount for me and I shouldnt need to beg/fight/cry/scream/shout to get my own money back.
I really hope i get my money back ASAP.
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| 06/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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First pertinent / highly relevant background information, then the complaint : I have been in mediation through the XXXX of CT since +/- XX/XX/XXXX . At that time - and through +/- XX/XX/XXXX , the note was held by XXXX XXXX , then sold to its current holder : XXXX , XXXX . Throughout the first several months of the mediation process and through +/- XX/XX/XXXX , the mortgage was serviced by XXXX which yielded servicing to Shellpoint at that time ( though the file transfer process had commenced well in advance of that date ). Additionall y re : my mortgage : ( though it changed its name via merger in XX/XX/XXXX ), the same law firm ( th en, XXXX XXXX now XXXX XXXX ) ha s performed all legal services on behalf of the XXXX above-referenced noteholders and servicers including representation during scheduled mediation sessions with CT State Mediator XXXX XXXX and me. * *On XX/XX/XXXX 2 days prior to our XX/XX/XXXX State of CT mediation session, I forwarded the last of the requested pre-modification documents** via email to : A ) Mediator XXXX , B ) XXXX XXXX and C ) XXXX as confirmed via copy of attached letter from XXXX dated XX/XX/XXXX and received XX/XX/XXXX . **The last requested document was a was a pre-employment offer letter from my future employer ( a landscape / snow removal contractor ). Since he was smack-dab in the midst of snow removal s eason and extremely busy as a result, in lieu of the letter, on XX/XX/XXXX I forwarded a copy of my job acceptance email to all 3 afor ementioned mediation parties. At the mediation session, I was told by the XXXX XXXX representative that the email wasnt ideal but that it should suffice. Again : this was confirmed via the letter from XXXX to me dated XX/XX/XXXX and received XX/XX/XXXX which included a promise of a review and response ( i.e. modification ) withi n +/- 30 days a promise that was never fulfilled. As referenced above, the file transfer proce ss ( fr om XXXX to Shellpoint ) ha d commenced well in advance of any servicer-imposed modification processing deadline. As such, Shellpoint was or should have been well aware of the fact that I had a modification pending. Additionally, XXXX XXXX / XXXX XXXX most-definitely was aware of my pending modification having received emailed copies of 100 % of the requested documents AND via attendance at the State of CT Mediation sessions. Yet not only did XXXX XXXX fail to inform/remind Shellpoint of its inherited/inherent obligation to follow through with my pending modification, even worse - XXXX XXXX filed a Motion For Strict Foreclosure against me on behalf of Shellpoint 11 days prior to Shellpoint having EVER contacted me. Had it not been for a separate complaint filed with the CFPB against Shellpoint + my innate desire to fight for my legal rights via th e State of CT, I w ould have lost my home. In addition - as evidenced via the attached documents, Shellpoint and/or its attorneys and/or its predecessor has/have ( ALREADY ) : 1. Assigned at least 2 different attorneys to my case + 2. Assigned at least 3 different single points of contact to my file + 3. Requested for, to date - now the 4TH time : the SAME set of pre-modification documents from me + 4. Continue to delay the start date of my employment*** via the above, completely unnecessary redundancies + 5. Attempted to circumvent the State of CT Mediation process via contacting me outside of the scope of the mediation process via the attached letter requesting a 4TH set of the SAME documents - of which its already should have had knowledge and/or had in its possessi on for +/- 6 MONTHS. **The original start date of my employment was initially set for XX/XX/XXXX , with the employers stipulation that the mediation process has successfully completed including my anticipated/expected modification. As a result of these completely avoidable, Shellpoint-induced delays, I have already lo st 4+ mon ths income ( and counting ). While any of the above XXXX line items, in and o f itself/ themselves, may n ot be of great significance and/or consequence, collectively, they have resulted in a serious lack of communication and follow-through resulting in these unacceptable delays and worse : the previously mentioned bad-faith ( at best ), FAR-too premature + completely unnecessary filing of th e Motion For Stri ct Foreclosure of my home. In summation : Shellpoint must be held accountable + adhere to its after the fact promise to allow the mediation process to draw to its natural, uninterrupted conclusion via a REASONABLE + AFFOIRDABLE modification offer start date of XX/XX/XXXX + eliminate any further direct and/or indirect additional unnecessary requests for information ). Thank you.
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| 06/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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My FHA mortgage servicing has had nothing but problems since Shellpoint/New Rez took over the servicing from XXXX in XX/XX/XXXX to include incorrect Regular Monthly Payment, incorrectly stating the account has a Past Unpaid Amount, incorrectly applying monthly payments, adding fees and charges with no reasonable basis, providing my homeowner 's insurance the incorrect mortgage loan number, not correcting my contact phone number, and not responding in a timely manner to a letter of correction regarding all of the above listed errors.
A letter of corrections packet has been attached, which is a scanned copy of the exact documents mailed to Shellpoint regarding the issues brought up in this complaint up to XX/XX/XXXX.
On XX/XX/XXXX, mortgage servicing for my FHA loan was transferred to Shellpoint ; however, I was not provided with this information prior to the transfer. In fact, on XX/XX/XXXX I had to contact the company to request the loan number and mailing address in order to make payments for XXXX and XXXX. Two checks ( XXXX & XXXX ) in the amount of {$810.00} were mailed to the XXXX PO Box and both cleared on XX/XX/XXXX.
I finally received the welcome packet from Shellpoint on XX/XX/XXXX which stated that servicing would be transferred on XX/XX/XXXX, a mere 23 day prior.
No statement was received for the XX/XX/XXXX payment. One check ( XXXX ) was mailed to Shellpoint for {$810.00} and cleared on XX/XX/XXXX.
On XX/XX/XXXX ( Saturday ), I received the first billing statement from Shellpoint and found many errors. The Regular Monthly Payment amount was listed as {$830.00} instead of {$810.00}. It stated there were {$310.00} in Past Unpaid Amount, but when my account transferred from XXXX there was a {$0.00} past due amount ( post-petition ). There was {$60.00} in Total Fees and Charges despite Shellpoint 's website stating there would be no late fees during the transition. On the back of the billing statement in Transaction Activity the {$60.00} in charges were from three separate {$20.00} charges for Property Inspection Disbursement, charges that have not been explained and likely have no reasonable basis. Also on Transaction Activity, it showed the XXXX and XXXX payments were incorrectly applied to XX/XX/XXXX and XX/XX/XXXX, respectively, as those had been paid to XXXX.
On XX/XX/XXXX ( Monday ), I called Shellpoint six times between XXXX and XXXX in an attempt to speak to someone about the errors. On the sixth call I was able to speak to someone who transferred me to Bankruptcy as I am in Chapter XXXX. That office did not answer and did not give the option to leave a voicemail. At XXXX I sent an online request to be contacted regarding the errors on my statement.
On XX/XX/XXXX, after no contact from Shellpoint, I sent a second online request asking for someone to contact me regarding the errors on the statement.
On XX/XX/XXXX, I received an email from XXXX ( homeowner 's insurance ) with updated documents reflecting the transfer from XXXX to Shellpoint. XXXX had been provided the wrong mortgage account number. Due to the lack of faith in Shellpoint, I contacted XXXX directly to have them correct the error.
On XX/XX/XXXX I received the next billing statement. It too was incorrect ; however, I had not sent the letter of corrections yet.
One check ( XXXX ) in the amount of {$810.00} was mailed to Shellpoint and cleared on XX/XX/XXXX.
On XX/XX/XXXX, I mailed a completed letter of corrections packet to Shellpoint outlining all of the above stated issues in full detail with documents attached as evidence of the errors. The packet was sent via USPS with tracking and was delivered to XXXX. XXXX XXXX in XXXX, South Carolina on XX/XX/XXXX at XXXX.
Sometime in late-XXXX, I received another billing statement, which was still showing the same errors. One check ( XXXX ) in the amount of {$810.00} was mailed to Shellpoint for the XXXX payment and cleared XX/XX/XXXX.
On XX/XX/XXXX, my XXXX credit report listed " Foreclosure proceeding started '' for my mortgage with Shellpoint. At XXXX I contacted Shellpoint via phone. At XXXX I was able to speak to XXXX . I explained the foreclosure concern. She offered to send me a copy of payment history for my account and gave me the Escalations Dept. email. I have not yet received that payment history. I have not contacted Escalations yet as I have very little faith that would result in any corrections.
On XX/XX/XXXX, I received another statement which still showed no corrections. On XX/XX/XXXX, one check ( XXXX ) was mailed to Shellpoint in the amount of {$810.00}, but has not had time to be delivered and/or processed as of the date of this complaint.
To date no contact has been made to me regarding the letter requesting corrections. No investigation has been confirmed to me. No corrections have been made to the account.
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| 06/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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After multiple times of resending copies of the same paperwork in XX/XX/XXXX I I excepted a loan modification with Newrez loancare. I made my XXXX and XXXX payment and then when I went to go make my last payment for the loan modification in XX/XX/XXXX I was told they had canceled my modification. I didnt understand why I asked him multiple times they told me that it was my fault when I explain to them that theres absolutely not XXXX thing that I have done wrong. I have done everything right and I also making my payments even before I started a long modification I was making my payments from XXXX on XX/XX/XXXX. I received a phone call from A representative from loss mitigation XXXX ex XXXX. She had explained to me that they had made a mistake on my modification, but dont worry about it. Its OK theyre going to give me a new loan modification. I asked them why what was the mistake? She did not tell me she just kept telling me not to worry about it. I asked her. I asked if it was their mistake why do I need a new modification I just cant make my last payment? She told me that they have to give me a new one. She offered me a new modification. this modification was different. It was a flex modification with no BPR. I asked her how do I accept it? She told me that I can deal with her over the phone. My first payment for XX/XX/XXXX. at this time my loan was being transferred to Newrez Shellpoint Mortgage company. I asked XXXX I said is this going to be an issue for me now will they still honor the loan modification if I get transferred in between she said absolutely theres have to order the modification. Its not gon na be a big deal. Just make your first payment with them and Ill be all set, I I asked one more time if she was positive because Ive been going through this process for a long time and I can not lose me and my children home.? she said absolutely. I accepted it with her over the. I am now with Shellpoint Mortgage company. I made my first XXXX payments and completed my loan modification with them. They had told me that they can not honor it because XXXX did not give them all of the paperwork which was the assumption that they needed because I am on the deed but not the mortgage and my fiancee was deceased and he was the borrower. She explained that I would have to start a new modification process so I did. I got a letter in the mail stating that my home is now In foreclosure. I was extremely upset because this is my home with my children and this is our home with their father before he passed. My point of contact told me it's on hold because I'm in modification process. I still dont understand why because I have been doing everything right and since I was notification, I dont know why that it was already in foreclosure especially because I was willing to make the payment still not explained I didnt XXXX na lose my house I do not wan na lose it I am I have proven twice and was paying before the modification starte. paying the mortgage which I have proven twice and was paying before the modification started In this time I had gone back-and-forth with Shellpoint and Loancare trying to figure out what had happened and when I spoke with Loancare, they kept telling me that they have to accept the loan modification that they do not need an assumption. It's now XX/XX/XXXX. I just saw that my loan modification and just figured out last weeklast week that when I called up my mortgage company, Shellpoint again, and I tried to speak with somebody different than my point of contact to see maybe if they can figure out what had gone wrong with my first XXXX modifications A gentleman had looked into it, it took him XXXX minutes and found out that XXXX had started me in the XXXX modification without getting assumption approval through Fannie Mae. Then before getting the assumption again started me in the new flex modification and then transferred the loan. He saw that they got denied after transferring loan because I was no longer with their company and they had already transferredto Shellpoint. After all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Both these companies are horrible! after all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Not anyone at loancare no my point of contact even made an effort to look into the situation. They just spoke to me like I was crazy. This is absolutely absurd. Now my home is in foreclosure, and after losing my fianc and my children losing their father the last thing I need to do is lose our home over a mistake, because the representatives at both companies are too lazy and careless to even figure out what the issue was for me and XXXX in foreclosure
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| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am launching a complaint against Shellpoint Mortgage Servicing and allege that it has engaged in fraudulent and possibly illegal activity in an attempt to wrongfully foreclose on my home. Since my mortgage loan was sold to Shellpoint, I have experienced the following : 1. Refused payments 2. Delayed processing of payments 3. Lost payments 4. Questionable fees applied 5. Charged excessively for lender placed insurance 6. Non-existent customer service In XXXX, my mortgage loan was serviced by XXXX XXXX. Unbeknownst to me, XXXX sold my loan to Shellpoint Mortgage Servicing effective XX/XX/XXXX. I did not get notification of the loan transfer until a couple of months later, nor did I receive monthly statements. I had continued to pay XXXX until I received the late notice. As soon as I was notified that Shellpoint was my new mortgage provider, I began redirecting payments there ; however, Shellpoint began rejecting my money orders. Shellpoint sent me a notice of default on XX/XX/XXXX. Apparently, my payments to XXXX after the transfer date were lost ; therefore, Shellpoint considered me late on my loan. To bring the loan current, I was required to repay two mortgage payments totaling {$950.00} along with a 75 % late fee of {$700.00} and a {$330.00} inspection fee.
Because Shellpoint would not accept my money, I retained a lawyer to represent me in this matter. The lawyer sent a letter to Shellpoint on XX/XX/XXXX regarding the rejected payments and my intention to cure any alleged default.
On XX/XX/XXXX, Shellpoint responded indicating that I was required to pay {$6000.00} good through XX/XX/XXXX, which included {$4200.00} in total payments and {$2000.00} in attorney fees. On XX/XX/XXXX, my lawyer sent a cashiers check for {$6000.00} to Shellpoint to bring my loan current.
Although I submitted the XX/XX/XXXX payment via money order, I still received a letter from Shellpoint dated XX/XX/XXXX claiming that my XXXX payment was late, and I still owed {$520.00}.
I continued to submit my monthly payments. Although I sent the XXXX and XXXX payments on time, the statement dated XX/XX/XXXX indicated that the payments were held until XX/XX/XXXX, once again making me late and charging late fees.
At this point, I just didnt know what to do. I kept making payments, and Shellpoint continued to say that I was in default. I again retained the lawyer for legal representation. From that point on, I began sending payments via wire transfer, so that there would be no question as to if or when Shellpoint received the funds. The lawyer also requested that Shellpoint send monthly statements to me.
I faithfully made the XXXX, XXXX, and XXXX payments on time ; however, the statement dated XX/XX/XXXX received by my lawyer again listed an overdue payment of {$840.00}. Around this time, Shellpoint stopped responding to my lawyer, who told me there was nothing further he could do for me if Shellpoint would not communicate with him.
My mortgage payment increased by almost 50 % due to lender placed insurance that Shellpoint instituted. In XX/XX/XXXX, my payment increased from {$490.00} to {$720.00}, and monthly statements were still not being sent directly to me.
I have made every payment to Shellpoint since XX/XX/XXXX. When I attempted to make the XX/XX/XXXX payment, the wire transfer was blocked. I have collected my mortgage payments since then, but Shellpoint wont allow me to make those payments, deliberately creating a situation where I can then be penalized.
On XX/XX/XXXX, I received a notice of default. The letter was dated XX/XX/XXXX and postmarked on XX/XX/XXXX. The letter instructed that I am required to pay {$2300.00} by the same date that the letter was generated to prevent acceleration.
I have attempted to call Shellpoint on many occasions to ask questions and resolve these issues, but my calls have been placed on hold and then dropped. Initially, my lawyer was able to get some information, but eventually gave up when Shellpoint stopped responding. It has been a struggle just to get monthly statements to understand what Im being charged.
I am not the only one having issues with this company. There have been lawsuits filed against it in several states. Hundreds of complaints have been reported to the XXXX XXXX XXXX.
I have worked very hard for my house. I have attempted to satisfy Shellpoint and did everything that it demanded, even if it meant making additional payments. I have done everything possible in good faith to try to get current on my mortgage loan, but Shellpoint has made that impossible. This company is engaging in criminal behavior and doing everything in its power to take my home away from me. This situation has caused me XXXX XXXX and XXXX, and I dont know where else to turn for help. I hope there is something that you can do to help me keep my home.
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| 06/30/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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There is too much information to send in one attachment but I have everything in writing ( emails ) and mailings received from Shellpoint.
~~I have been given multiple points of contacts and have been provided with conflicting information, including forberance window, and loan type. I have requested this information repeatedly in writing and they have not provided it.
-- Ive submitted repeated requests to lender and servicer for loan documents ( promissory note ) so I could fully understand repayment and loss mitigation options. They have never produced documents which I have requested for year 's -- plus multiple times during pandemic. At beginning of covid I was told I had XXXX XXXX, recently told they think conventional. BUT they will not provide copy of documents and when I enter loan information on my own through various data bases, they all report no record.
~~I have notified the servicer that I have poor cellular reception and XXXX XXXX ( I am a senior ) and Ive asked that they communicate with me through email. My servicer has told me there are some things that she can not put in an email. I have this in writing.
~~I have also sent emails requesting phone appointments so I could go somewhere with better reception to communicate. They have ignored my requests. I believe sometimes it is a computer that calls me back because, the phone will say Shellpoint is the caller but when I answer no one is on the line.
-- The servicer does not even indicate a specific time called or attempt to make a follow up call with a set specific time. I am unable to call and reach point of contact directly, other than to leave a message.
-- The servicer has said she can not accept homeowners documents from me even though she is my single point of contact.
-- The servicer refuses to provide the dates that my loan was covered in forbearance. I believe I had an additional 30 days. They say it expired end of XXXX and since they do not know what kind of loan I have, Im not eligible for an additional extension. When I contacted Shellpoint on XX/XX/2021, they told me that my forberance ended XX/XX/XXXX, and that as of XX/XX/XXXX, I was in default and that over {$200000.00} was due immediately ( missed payments during forbearance ). They have told me that I will not qualify for modification because I need $ XXXX month to qualify for a modification ( that is my pre/covid income, my business shut down completely during a pandemic ), and that Im not eligible for a deferment. I offered to give them 3 payments immediately and was told they could accept nothing but the total amount due. I had previously made a partial payment during my forberance and I asked if I could at least add to the partial payment so that could be applied to XXXX and my point of contact said, no. I have this in writing. She said that I do not qualify for options because I currently only have unemployment ( Im working to reestablish 30 year business ). I explained though I did not have active income, I have resources. Im retirement age and have access to equity and funds so that I if they would at least let me resume my regular payments and defer or extend forbearance amount, I could reorganize. She said, No, it had to be active income. She said I could not include income from contributers ( family ) or family trust, but only from someone who lived in the house with me. How can they discriminate against my source of funds to make payment? Retirees do not generally have active income???
I believe this is elder abuse!
Shellpoint, XXXX XXXX XXXX , XXXX XXXX XXXX XXXX, or whoever actually owns my loan (??? ) are acting as predators - no intent to help me -- but only interested in whatever actions they can take to force me into failing and ultimately foreclosure. How can they refuse to accept payments from me the week my forbearance ends?
Ive lived in my house for XXXX years and there is a lot of equity // they want it. I have tried to document everything in writing and there are lots of documents- too many to send in one attachment.
-- My servicer has said the reason she needs to talk to me on the phone, and that she can not put things in emails is for her protection and that of the servicer.
-/ When I reference emails Ive sent to servicer, with unanswered requests for information, Point of contact says she never received them, even though there are emails and a paper trail with her direct email address.
-- Im working with a HUD approved housing councilor, that reached out to her via email, he provided a signed authorization in which I granted him authority to represent me, and she stated that she never received it.
Please prevent elder abuse. Please do not let them take my family home where I have lived for XXXX years. Im in California and eviction moratorium expired today. Please help!
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| 07/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XX/XX/XXXX To whom it may concern and advocate for senior citizens who are being taken advantage of : I am a XXXX XXXX XXXX with modest financial ability who has a mortgage servicer in Shellpoint who is violating the Homeowners Protection Act ( HPA ) and XXXX XXXX own guidelines as they relate to the termination of Private Mortgage Insurance ( PMI ). My loan was originated by XXXX XXXX in XXXX of XXXX and subsequently sold to XXXX XXXX with the servicing rights to Shellpoint. The appraised value of my home at origination was {$130000.00}. The current unpaid principal balance of my loan is approximately {$97000.00} for a current loan-to-value ratio ( LTV ) of approximately 74 %. Please note, these numbers are my best guess because I cant locate my original appraisal my LTV could be lower if the appraised value at origination was higher. Also, my loan is a conventional 30-year loan, single family residence, my principal residence, and I have never been 30 days delinquent on my mortgage payment. As an individual who has worked for over 50 years, Im planning to XXXX soon and need every dollar possible. In an effort to maximize my fixed income for XXXX purposes, I requested PMI to be terminate by Shellpoint on XX/XX/XXXX through a call with customer service. I paid an additional {$4700.00} to principal XXXX to ensure I was below the LTV threshold only to be denied by Shellpoint.
On XX/XX/XXXX, Shellpoint sent me a denial letter for my request to terminate PMI. Shellpoint stated I have not meet XXXX XXXX requirements to lift PMI because my LTV was not 70 %. Shellpoint is violating the HPA by requiring I pay down my mortgage balance to 70 % of its original value again, this is a single-family home and my principal residence.
HPA 4902 ( b ) states, ( b ) Automatic termination A requirement for private mortgage insurance in connection with a residential mortgage transaction shall terminate with respect to payments for that mortgage insurance made by the mortgagor -- ( 1 ) on the termination date if, on that date, the mortgagor is current on the payments required by the terms of the residential mortgage transaction ; or ( 2 ) if the mortgagor is not current on the termination date, on the first day of the first month beginning after the date that the mortgagor becomes current on the payments required by the terms of the residential mortgage transaction.
4901 ( 18 ) states ( 18 ) Termination date means -- ( A ) with respect to a fixed rate mortgage, the date on which the principal balance of the mortgage, based solely on the initial amortization schedule for that mortgage, and irrespective of the outstanding balance for that mortgage on that date, is first scheduled to reach 78 percent of the original value of the property securing the loan.
Not only did Shellpoint error and deny my request for PMI termination, they told me to remove it I needed to PAYOFF my loan, see attached denial letter. Based on the LTV, Shellpoint should have removed my PMI automatically, I should not have even needed to request PMI to be removed. I find Shellpoints response UNFAIR and ABUSIVE by telling me I need to payoff my loan. The HPA gives homeowners like me protections from these abusive practices. Is XXXX XXXX and /or Shellpoint sending denial letters like this to all senior citizens because our income is not likely to increase and they want to ensure theyre protected from potential loss if a foreclosure where to occur? This practice is predatory and violates any concept of Fair Mortgage Loan Servicing rules.
Finally, Shellpoint is clearly violating XXXX XXXX Servicing Guide as it relates to termination. XXXX XXXX Servicing Guide, section B-8.1-04 states that PMI should automatically terminate for my single-family primary residence at 80 % LTV. Clearly, Im well below this requirement.
I am requesting the assistance of this regulator for two purposes. First, I would like my PMI terminated. Second, in accordance with HPA 4902 ( f ), I want a refund of all PMI premiums that I overpaid based on XXXX XXXX guideline of 80 % LTV.
Also, I believe it would behoove the regulator to investigate the Fair Servicing practices of Shellpoint to determine if these unfair and abusive practices ( requiring I payoff my loan to get PMI removed ) and clear violations of HPA are targeted to senior citizens, a protected class of individuals. Also, has XXXX XXXX instructed its servicer to delay removing PMI in violation of HPA and its own Servicing Guide because Im a XXXX XXXX with limited income and they want to protect themselves from financial loss in the event of a foreclosure?
Attached is the relevant sections of the HPA and XXXX XXXX Servicing Guide, and my denial letter from Shellpoint. Thank you for your assistance.
Sincerely, XXXX XXXX
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| 05/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Good afternoon CFPB, I want to thank you and advance for your help and support regarding my request for short sale on my current property. I had initially been attempting to get a mortgage modification on my home. It was clear the mortgage company was unwilling to provide one. They actually approved me for a trial modification years back which I paid each monthly in a timely fashion for 10 months while awaiting permanent approval. Then they notified me via a letter that permanent approval was denied. More recently I was again approved for a modification, however, it was based on a fictitious annual earning which was " literally '' double our household earnings. After pointing out the earnings error several times they then reduced our annual approval value to {$8600.00} per monthlystill far more than our monthly earnings of {$5600.00} which we had clearly stated n multiple occasions. Because we would not be able to pay the monthly mortgage which was based on a modification using erroneous monthly earnings we opted not move forward with the mortgage modification which only reduced our mortgage payment by {$86.00} per month and extended our mortgage another 21 years ( we have documentation verifying all of this ).
After realizing they would not provide us with a real modification we opted to pursue a Short Sale.
They are now recycling us in a never ending cycle of submitting the same paperwork. I have provided Shellpoint Mortgage Services the requested paperwork no less than 10 times. Each and every time the process comes to the same result whereby Shellpoint Mortgage Services ultimately tells me they need the same documents filled out over and over again and threatens to take me to court. I have an extensive email trail I can provide as a proof source for this. Additionally, I have verified with the Loss Mitigation division of Shellpoint mortgage services that the conversations we are having, and their request for information, are being recorded. In these conversations I have verified with them if the email they are currently requesting is provided that will meet all of their needs for documentation. This is the 10th time I have provided them with what they have requested yet they are telling me they need different documentation. The realtor and mortgage company that I have used no longer wants to work with this company.
I am writing to request your support yet again to get this issue resolved so I can move on with my life in a positive and productive manner. This is having on toll emotional hardship on myself, my children and my marriage which ended up resulting in a divorce on XX/XX/XXXX mainly to do with all of the problems associated with our living environment.
This is a copy of the last email I provided Shellpoint Dear Shellpoint Mortgage, I can say in all honesty the Short Sales and Modification process through Shellpoint Mortgage Services is the most ridiculous thing I have ever seen in my life. For years now I have been attempting to either get a mortgage modification or a short sale on my current residence. Each and every time you send me a packet of information to fill out. Each and every time I fill out that information. And each and every time I am forced to go through a painful process up continuously providing you with that same information over and over again, piecemeal.
I am initially sent a packet stating you have received my modification packet or short sale request packet and it is being reviewed. Then sometime later I receive an additional mailing stating the packet is in complete and you want this form or that document, which by the way was already provided. I then follow up with those documents and you tell me now you need additional documentation. You might either be requesting additional documents which you have already been sent or you could be stating that documents which you have received are now out of date etc.
As you can see from the email below dated Friday, XX/XX/XXXX XXXX XXXX I had a conversation with you XXXX, after having a conversation on XX/XX/XXXX with XXXX and during that conversation I was told you needed three documents which are outlined in that conversation. I will note that in the conversation I had with XXXX I was provided a list on FINAL REQUIREMENTSalso at that time provided. During that conversation I expressed my complete frustration, I asked you if our conversation was being recorded and told you I would I can send you this information. Which clearly I provided. As usual I am now going through the exact same process over, and over, and over again. I have now been notified that I must go into court on XX/XX/XXXX, where you will probably attempt to foreclose on the home I am trying to short sale.
Please help me.
Very truly yours, XXXX XXXX
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| 04/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was on a forbearance due to XXXX, in my attempt to come off the forbearance I was offered the opportunity to modify the loan. I was on a three month trial period XXXX, XXXX and XXXX ( XXXX ). XXXX would have been the final payment however the loan was transferred to another lender. I had already sent the payment and assured that this would not be an issue. However, when the loan transferred it was entered as paid off and that is where my headache began. For several weeks I was trying to convince the receiving lender that they were in fact the new owners of my loan. They had not received any paperwork to substantiate this claim. They went as far as telling me that if they did not have me by now, they weren't getting me and I needed to find out who had me on my own. I knew they were wrong, but they refused to listen to me. They were so rude and unprofessional from day one. I finally found one of their agent willing to do some leg work to start a file on my behalf just so I could have a trail because I wasn't even able to have documentation since I could not be provided a loan number at this time. When I finally did receive a loan number, they still could not find it on their end for several more weeks. In XXXX, I finally was able to get some resolve, I had to send them proof from my bank that I did in fact pay all three payments ( they had no record of receiving my XXXX payment so I had to prove that ). Once I did that, they said I owed the back months of pay and it would be completed, they would send the paperwork ( i.e., the trial did not solidify the actual modification ). I sent them over {$5500.00} and change to be brought to current ( so I thought ). This would have had me short 2 months but was told it was added to the monthly payment ( the modification was {$1300.00} but the new amount was {$100.00} more so it made sense ). I paid and was told that I would receive the paperwork to be notarized and nothing else was required. I wait and wait. XXXX and still nothing, I reach out ( mind you I continue to do, but am faced with challenges each time ) once again and they send out the paperwork but has my old name not my legal name. Mind you, I have been telling them since day one that it changed ( divorce ). Those papers are not going to be legal but they said I must sign or they would negate the mod. Their notary calls and I ask if this is legal, they notify me they will not be allowed to take it if that is not my legal name. Additionally, they showed an XXXX date but it was XXXX. They said that would not work either. I reach out again to the lender to tell them their notary says no. They make me go through these obstacles to change my name, I comply, they resend the paper but it still shows XXXX. I knew that was an issue but the lenders once again say, sign or risk foreclosure and we won't modify. I sign and they are sent back. I get a call last week the paperwork is done we are all set but I owe them almost {$5000.00} more. I am confused because I knew that XXXX and XXXX hadn't been paid ( I saved the payments ) because they blocked my ability to pay them and frankly I was terrified to give any more money until it was resolved because they keep losing everything and changing their word. So I tell them, that amount is higher than what I should owe and they say I owed the prior two months also PLUS the difference from the {$1300.00} I was paying to the {$1400.00} ( something like this ) for the past four months. I reminded them that the amount was {$100.00} higher to compensate for those two missed months ( allegedly ) so why would I have to pay it again? I re-explain the issue again and the agent tells me, she would reach out to her supervisor and call me the next day. A week passes and I reach out via email ( mind you, she said I had until XX/XX/XXXX to have this resolved but did not get back to me prior ) and say, I haven't heard back from you and since the XXXX has passed I can only assume you have all decided to work this out on my behalf thank you. She replies via email stating " yesterday I was following up on the previous conversations. The conclusion is we will still need the payment of {$6300.00} to book the mod by XX/XX/XXXX. We are not able to book the modification past due. '' I asked why would she not reach out to me and why did the amount increase again ( I paid in XXXX mind you )?. I am awaiting a reply but asked for a supervisor to call me. I have never had such unprofessional experiences. Prior to Covid, I was in excellent standing, I never missed a payment and never was late. My credit is trash and they have not helped me. They are not willing to help and it is this type of predatory lending that has people losing their homes. I have been here since XXXX ; how is this legal?
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| 05/13/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hi, my home was unlawfully sold on XXXX XXXX , XXXX by Shellpoint Mortgage Servicing. On XXXX XXXX XXXX I filed for a Chapter XXXX Bankruptcy. I also gave notice to the Trustee of this filing. But they still proceeded with the sale. Even still after the sale they have not returned the property back to me. Therefore, Shellpoint Mortgage Servicings foreclosure occurred in direct violation of Title 11 Section 352 of the Bankruptcy Code as the statutory automatic stay was in place at the time of Shellpoint Mortgage Servicings wrongful, oppressive and illegal foreclosure sale took place.
VIOLATION OF SECTION 362 ( a ) OF THE FEDERAL BANKRUPTCY CODE Section 362 of the Bankruptcy code requires all collection efforts to cease immediately upon the filing of a voluntary or involuntary bankruptcy petition. Section 362 ( a ) of the Bankruptcy Code provides that the filing of a bankruptcy petition operates as a stay against the following activities : ( 1 ) the commencement or continuation, including the issuance or employment of process, of a judicial, administrative, or other action or proceeding against the debtor that was or could have been commenced before the commencement of the case under this title, or to recover a claim against the debtor that arose before the commencement of the case under this title ; ( 2 ) the enforcement, against the debtor or against property of the estate, of a judgment obtained before the commencement of the case under this title ; ( 3 ) any act to obtain possession of property of the estate or of property from the estate or to exercise control over property of the estate ; ( 4 ) any act to create, perfect, or enforce any lien against property of the estate ; ( 5 ) any act to create, perfect, or enforce against property of the debtor any lien to the extent that such lien secures a claim that arose before the commencement of the case under this title ; ( 6 ) any act to collect, assess, or recover a claim against the debtor that arose before the commencement of the case under this title ; ( 7 ) the setoff of any debt owing to the debtor that arose before the commencement of the case under this title against any claim against the debtor ; and ( 8 ) the commencement or continuation of a proceeding before the United States.
It is worth noting that the automatic stay is truly " automatic, '' in that it takes effect Instantly upon the filing of a bankruptcy petition and is effective agains t most entities, including the debtor, and regardless of whether the entity is aware of the filing Ive been working with my current servicer Shellpoint Mortgage Servicing for some time now and in the end after all that time applying, s ending documents trying to get a loan modification Shellpoint sold my property. XXXX XXXX XXXX our original bank offered us a trial payment we accepted it and made payments on time for three m onths for around {$1300.00}, per our agreement. Later we received a letter saying that we have been reassigned to a new services ( XXXX ) we sent a modification package to them and whenever we call them it is always in review and there is never any new information. Then they cancel the review process and require us to send a new package for yet another review. Then we finally get offered trial payments of around {$1600.00} but after the payments were done they transferred us to yet another servicer ( Shellpoint Mortgage Servicing ) How is this possible that it keeps going up an d up after each servicer selling to another servicer? It seems like they keep doing this and have the payment go up each time they sell to another servicer to the point where we give up and leave our home. We will never leave this is our home and we want to stay and pay the monthly mortgage but cant when each servicer is asking for more and more. Also each servicer always asks for a trial payment for 3 months. We pay the trial period payments for the 3 months and right after that they sell to another servicer. They ask for trial payments, make the money, give us nothing, and sell to another servicer for them to make money off of us by asking for trial payments and then giving us nothing Shellpoint Mortgage Servicing t hat I will not be qualified for a loan modification and that they will not review my loan mod because they do not deem to see me fit into any loan modification category. After all that time and effort put into applying months passed and now they say oh hey by the way we dont think you will qualify so we will just sell your home anyways. The sale occurred on XXXX XXXX XXXX and we are now in a very bad situation were Shellpoint Mortgage Servicing fr audulently sold our home. This is my and my familys primary and only home.
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| 02/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX ( shellpoint Mortgage acquires my mortgage ) ( on XX/XX/XXXX. XXXX ) I submitted to the " shellpoint mortgage servicing '' online portal ; a request for forbearance so i can refinance in order to make my home payments more manageable.
I recently lost my job as a direct result of covid-19. ( I worked at a XXXX XXXX XXXX XXXX making it more challenging to produce the full payments. I do believe this played a role in mortgage being sold in the first place.
on XX/XX/XXXX, XXXX Central. I was contacted by shell point mortgaging. From the moment we began a dialogue, there was hostility present coming from who I assumed was a customer care agent. I was cut off numerous times to stress that my mortgage was no longer with my old company. It seemed as though the agent I was speaking with had no intention on developing a professional environment over the phone.
when the agent finally " calmed down '' I was going to state my case as to why I was unable to pay my previous mortgage company.
( i believed the company dealt with a lot of unsavory people. I assumed that once she hears that I am not her typical clientele, she would understand that I am more than willing to work with a mortgage company that is willing to work with me. I DONT WANT TO LOSE MY HOME! ) I was cut off again and told " forget that, you are with a new company now. do you understand this sir? '' in what can only be described as the most condescending tone I had ever heard.
I answered respectfully and then was told to make a payment. Again, I attempted to open a dialogue with the agent about my current circumstances as to how the company she works for acquired my mortgage in the first place. I was finally able to get the agent to understand I had not made a payment because my previous company sold my mortgage instead of offering me relief options.
i was cut off again and told " numerous responses have been sent to you, you were made aware of this transfer. '' ( understand at this point i understood this company is operating and treating it's customers like a bad debt collections company, not a mortgage company ) i was asked " so, are you aware that I'm calling to collect the payment for XXXX, and now your XXXX payment is due so you owe ( XXXX ) + and that's due today would you like to make this payment over the phone or should I just notate your account. '' ( here i understood this was my opportunity to get the help I need. ) I expressed how I got laid off in late XX/XX/XXXX, XXXX to be exact. which is where my troubles with XXXX began. How my previous company didn't even have to sell my mortgage they could've just worked with me but refused to provide options like forbearance.
( again i was greeted with condescendence to.
" do you 'EVEN ' fully understand what forbearance is? '' ( this statement confirmed 2 things for me ) 1 ) the agent was purposefully being disrespectful, I can not possibly accept the notion that that is how an organic conversation with a " customer service representative '' should be.
but 2 ) It revealed that this company thinks very little of the mortgages they acquire.
my heart sank as I understood the gravity of the situation I am in, worse the situation I find my family in.
I expressed to the agent i had filled out the necessary paperwork online dated the XXXX of XXXX XXXX to which the agent replied " The website hasn't be up for a while we never received that correspondence. '' Then proceeded to tell me she could not help me with this situation as it was a conundrum exclusive handled by their collections department and that the collections department has the final say. I'd have to state my case over the phone with them.
I was put on what can be described as a " dead-end Hold '' I never got to speak with anyone from collections or whoever is in charge of taking my home away.
I hope the united states government doesn't let this happen to citizens trying in these time. We have no where else to go this has been our home for more than 10+ years. I acquired this home from my mother in XXXX, I don't want to lose my family home and it seems as though i have no other alternatives.
please look into this company and their business practices and ensure that citizens like me get the fair and just treatment we deserve.
All i need is a forbearance till XXXX so I can get my credit together and refinance my home. shellpoint has failed to extend to me this service.
I am well aware of " balloon-payments '' and how they catch numerous people requesting forbearance off guard. However, though my jobs was simple I am by no means " simple ''. I understand the necessity of financial literacy and I don't need to made to feel like I'm stupid when asking for help.
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| 07/26/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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In the XX/XX/2021 Shellpoint response, they state they could not provide the forbearance that I requested while I am working through regulatory agencies for their refusal to make the modification permanent after I made the trial payments.
Since they keep changing my dedicated representative, it allows Shellpoint to provide conflicting information.
Shellpoint alleges that I did not answer the questions. As XXXX XXXX 's supervisor, Ms. XXXX has access to my responses as she has responded when I wrote to him.
Throughout the email chain, I maintained that the situation had not changed. I answered similar questions posed by XXXX XXXX. But, having another representative such as Ms. XXXX allows Shellpoint to omit that I have answered the same questions recently. What was also omitted was I stated that Ms. XXXX 's questions should come with a disclaimer that says " Everything you say can and will be used against you. '' I asked why she was asking questions, not about the hardship, but questions that I felt could be used against me in a foreclosure action. This caution is due to the fact that Shellpoint sent me conflicting statements and used their error as a reason to deny making my modification permanent.
I have provided answers to Ms. XXXX questions in addition to having provided similar answers to XXXX XXXX 's questions on XX/XX/2021.
XXXX XXXX XXXX Sun, XX/XX/XXXX, XXXX XXXX ( 6 hours ago ) to XXXX, Escalations, Loss What was your reason for default? I do not agree that I am in default. My hardship is exacerbated by Shellpoint. I filled out a completed borrower 's assistance application, which Shellpoint ignores exists, and in violation of regulation x, did not provide all the options available to me. Shellpoint offered a streamline modification at {$1000.00} per month. When I raised the issue that it was more than what was on my completed borrower 's assistance application, Shellpoint provided a statement that said that the payment was reduced to {$990.00}. I paid the statement that Shellpoint sent me. I asked for clarification about the different amounts and my dedicated representative, XXXX XXXX, said he would check with his supervisor. He never got back to me on the conflicting trial payment amounts. So, on the final trial payment, I paid the {$990.00} plus the difference for the second trial payment. Shellpoint said that I did not complete the terms of the trial modification. But, Shellpoint has never acknowledged that they I paid {$990.00} based on the statement that they sent me after their intial letter saying the payments would be {$1000.00}. Thus, the modification was complete because I paid what they sent me, and the difference due to Shellpoint 's nonresponsiveness about the conflicting statements. Debt collection regulations state they should respond within 30 days to verify the debt. Shellpoint did not respond for over 60 days until after I made a complaint to CFPB. In Shellpoint 's CFPB response letter, Shellpoint said that they were informing me in that letter that my trial modification had been revoked. Regulation x says all statements should be accurate. My original hardship was the divorce. Then, I had a XXXX symptoms and could not return to work due to the pandemic. I have been affected by the pandemic.
Has your hardship been resolved? My hardship has not been resolved.
Are you currently occupying the subject property? I am occupying the property and have always occupied the property.
What is your financial ability to make payments at this time? I made good faith payments to pay the trial modification and was prepared to continue making those payments. Shellpoint unreasonably cancelled the trial modification.
Are you able to reinstate the total amount due at this time? I made the sum total of the trial modification. But for Shellpoint, sending a conflicting statement, not providing an analysis based on my completed borrower 's assistance application, and unreasonably stating that I did not complete my trial modification when I did, this question would not be an issue. Is this question to help with forbearance, modification, or to present to a judge during a foreclosure action? I asked for a modification to make lower payments given my current hardship.
Can you afford your monthly installments at this time? It would be helpful if Shellpoint actually provides all my options given my completed borrower 's assistance application, which is still accurate at this time. I made all the billed modification payments. Shellpoint cancelled the modification because I paid the amount on the statement that Shellpoint sent. It is hard to say whether I can afford the monthly installment because Shellpoint will not provide accurate statements.
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| 02/03/2023 |
Yes |
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- Trouble during payment process
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Web |
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My family 's mortgage loan was sold to Shellpoint Mortgage by XXXX XXXX XXXX in XX/XX/XXXX. I was told that I was to send XXXX 's payment to XXXX, and then starting XX/XX/XXXX, all payments would be send to Shellpoint. I was also told that nothing would change with the mortgage, it was simply being sold to another company. I received a welcome letter dated XX/XX/XXXX from Shellpoint, showing my payment of {$1600.00} and that, while it was due on the first, they did have a grace period as most companies do. I sent my XXXX payment to the address that I was given by XXXX the 2nd week of XXXX. I had not received their welcome letter ( all mail seems to be several days/weeks behind what it is dated. ) or a statement, so I had waited to see if I needed a payment stub for processing. When this did not arrive, I went ahead and sent the payment in. By the end of XXXX, my check had not been cashed yet, strangely enough. I assumed that it had been lost in the mail and placed a stop on it so that I could issue a new check. However, before I could do this, I received a letter in the mail ( early XXXX ) that I was now 3 months behind on my mortgage payments and owed them close to {$5000.00}. I was shocked and confused, because they had just acquired my mortgage ( in my late husband 's estate/name as I was not allowed to take over the mortgage by XXXX as they stated they could not confirm my identity, despite being on the deed and providing them all documents that were requested. ) I immediately printed my bank statements showing that XXXX had cashed my checks from the previous months and that since they had just taken over the account in XXXX, this was impossible. I mailed in these statements and never heard anything from them. In the mean time I sent in my XXXX payment to the overnight processing address with tracking to see that it had arrived. The check was cashed right away & I assumed everything was ok at that point & so I sent in XXXX 's check with that same method. Again, never received a notice that they had raised my mortgage by {$45.00} in XXXX or even a payment statement, etc. I then received another notice that I was behind 3 months payments in XXXX. The letter was printed off on the exact date that they cashed my XXXX payment. The next day ( XX/XX/XXXX ) I received notice from my bank that they had attempted to cash the payment check for XX/XX/XXXX. They had been in possession of it, but held onto it until they could charge me late fees. It was of course returned, since the check had been stopped. Once again, I sent in documentation of checks cashed from XX/XX/XXXX through XX/XX/XXXX. I then sent in 4 new checks to overnight processing ( that have already been cashed ) for XX/XX/XXXX payment, the reissued XX/XX/XXXX payment, and the 2 checks for the {$45.00} increase to XX/XX/XXXX and XX/XX/XXXX payments. In the mean time, I have received several notices from them that, while they are showing I still owe 2 months payments, they can begin foreclosure on my home despite the 4 month law. They then sent a letter on XX/XX/XXXX, arriving today ( XX/XX/XXXX ) via XXXX overnight, stating that I was aware of being in default & they needed my updated contact information. I also receive a letter last week stating that they had received my request & were looking into my complaints and the fact that they had been collecting and cashing my payment checks but not applying them to my loan account. I am so confused as to how improperly this company is running itself. The lack of quality communication, record keeping, etc is appalling. I have already filed a complaint with the IL Attorney General 's office, but this has not stopped them from sending me constant letters with different default amounts and threats that they will start foreclosure soon, despite my payment checks clearly being cashed upon receipt. I am filing this complain as a next step to get this issue resolved and to have further evidence that I am attempting to get this fixed. They seem to only want to foreclose on my house, since the equity is considerably over the amount we paid/owe. My husband passed away at just XXXX, we have XXXX kids under XXXX, and we have been through enormous loss ... my father & XXXX XXXX.. all within 3 weeks of my husband. We have done all that we can to stay in our home & I refuse to let some shady business come in and steal it from us when we are paying on time, and each month. I would appreciate help getting this solved asap. I will obtain a lawyer if needed, and have told them I will pursue any and all legal action, as I have done nothing wrong. They can not keep cashing my checks and claiming that I have not paid. It's just unfathomable how they are still in business!
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| 01/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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In summary, I was behind in my mortgage payment, entered into a repayment arrangement with Shellpoint mortgage, paid them for the agreement ( Shellpoint cashed my check ). Listed my house for sale, sold it, set a closing date and then three weeks before closing Shellpoint sole my house out from under me knowing that I had a contract on my house. I lost over a XXXX XXXX dollars due to Shellpoints action. The details are below.
I had been behind in my mortgage payments since XX/XX/XXXX. I entered into a three-month forbearance arrangement ( XXXX XXXX ), with Shellpoint. After the forbearance period I tried to speak with Shellpoint Mortgage Servicing concerning a payment plan which I could manage, but had no cooperation from them. They wanted the full back payment of over {$9000.00}. I was notified of foreclosure dated XX/XX/XXXX and Trustee Sale set for XX/XX/XXXX. On XX/XX/XXXX received a letter assigning XXXX XXXX as my point of contact with Shellpoint ( XXXX ). I never received any calls or messages from this individual nor was I able to speak with her when I called and so I spoke with a different individual every time I called them. I informed them that I was getting ready to sell my house which I was told was information that potentially could help. I listed my house on XX/XX/XXXX, unfortunately my realtor did not fax the list agreement to Shellpoint ( which I was not aware of at the time ).
On the XX/XX/XXXX I spoke with Shellpoint customer service. I was informed that I had qualitied for a loan modification and that there would be a three-month trial period where I paid {$930.00} each month, thereafter there would be paperwork for a loan modification. I asked if I could pay all three payments at one time and was told I could, so I paid them {$1900.00} for XXXX, XXXX and XXXX, and was told they would be sending out paperwork to complete. Paperwork was received, notarized and sent back on XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX received a letter stating that they had not received said paperwork and needed it back by XXXX XXXX. I assumed that was because I had just mailed it. On XXXX XXXX I again received a letter stating that they had not received the paperwork. I spoke with Shellpoint customer service ( always a different individual ) on XXXX XX/XX/XXXX and told them that my house had sold and would close of XXXX XX/XX/XXXX. I asked if I could roll the XXXX payment into the escrow and was told yes. I was also told that there was some discrepancy with my paperwork, however not to worry about it because by the time they send the paperwork and got it back, the house would have closed. So, at that time I understood that everything was in order.
On XXXX XXXX, just a little over three weeks before I closed on the sale of my house, I received a call from my realtor informing me that my house had been sold on the steps of the court house. I was shocked! My house was placed back into foreclosure on XX/XX/XXXX and sold on the XXXX without my knowledge. I was never informed that my house was back into foreclosure or the date of the sale. Phone calls to Shellpoint were worthless. My next payment was not due till XXXX. They said the paperwork had not been completed correctly. I informed them that their customer service rep told me that everything was good and not to worry about the paperwork. They said they were sorry. My house had been sold for {$300000.00} and I had put all my money into fixing it up to sell. I was depending on the money from the sale of the house. They sold my house for {$200000.00} and I wont see any money for nine months which doesn't help me now! Not to mention my realtor 's loss or the buyers loss, who had sold their house and then needed to find another one in 30days. This is not right and all Shellpoint has to say is " sorry ''.
I was informed by the supervisor at Shellpoint, XXXX, that my POC had noted multiple times in her records that she had tried to get in touch with me and had left several messages, however she was unable to tell me what phone number she called from or what number she was calling. My phone records don't reflect this as far as I can tell. I have no messages on my phone from her. I did find one email informing me that they were denying my loan modification. I have thousands of emails on my phone. I do not use email or computers well. I rely on the postal service. I have to have my neighbor come over and help when I need to do something on the computer. And why would she send an email with such important information? All previous notifications were by mail. I did receive mail after the house was sold that informed me that my loan modification had been denied and to contact them for foreclosure alternatives.
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| 01/10/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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A loan modification package was submitted to XXXX back in XXXX and the file was being reviewed.There was a sale date on the property for XX/XX/2020. On XX/XX/XXXX the file was transferred to NEWREZZ/SHELLPOINT BUT THEY DID NOT GET THE LOAN MOD PACKAGE.
We had to start the process over.We submitted the new file to the new services and the problems continued. I called in 2 times a week. It turns out and email we were given for the SPOC was incorrect, but we always emailed XXXX regardless! On the days I did call, I had to call over and over again!!!!! Reps were repeatedly asking for the SAME info OVER and OVER. I had to call back continuously until I got someone who was willing to look at the file. Thee file was in a perpetual review. For example, they were asking for an alimony awards letter that was clearly there with the income showing IN THE BANK STAEMENTS. I could NOT get the single point of contact on the line. ( see email threads ) Finally, after calling over and over I got XXXX XXXX, to call me back towards the end of XXXX. She confirmed that she had the info. That was NEVER requested in the first place. So bad information was being relayed. Time was being wasted. Same day, she then asked for MORE bank statements that were already there. ( perpetual review ). She then asked for them OVER AND OVER again. I have an email trail that NEEDS TO BE REVIEWED proving this.
This file has been severely neglected!!!!!!!!!!!!!!!!!!!!!!!!!!!!
The single point of contact then began asking for a LISTING AGREEMENT. Again, please review the email trail. I emailed her that the home is not for sale! I called in numerus times and got reps who are clearly there only to collect a paycheck!!!!!! I asked for supervisor numerous times!!!!!!!!!!!!!!!!!
On XX/XX/2020 I spoke to XXXX in the Texas office who review the file. ( took 3 calls to get someone on the line who was willing to assist ) and he confirmed that once again, XXXX XXXX had made an error. The listing agreement is NOT needed for the file. That he would push the file to underwriting. This should have been done long ago as he sees ALL DOCS HAVE BEEN THERE!!!!
While on the line with him, XXXX XXXX calls me. She read my emails and confirmed she made a mistake. SHE ALSO STATED THAT IN WRITING VIA EMAIL. SEE THREAD. She stated she was looking at someone elses file at the time she was emailing me. She requested something not needed by mistake.!!!!!!!!!!!!!!!!!!!!!!!!!!!! She then had the audacity to request bank statements AGAIN!!!!! I told her that she is NOT qualified to do this job! All info is there, and to top it off, that I have shellpoint on the line and they confirmed all docs are in and they sent the file to underwriting themselves. She then hung up on me! She also emailed me regarding the errors and the fact that she hung up on me ( please see the emails!!!! ) Today XX/XX/2020, we called in and spoke to XXXX XXXX and she stated the sale date is still set, and that XXXX XXXX noted the file that it most likely will not be reviewed by underwriting due to the sale date! The reason for all these issues in the first place is her fault!!!! She did not do her due -diligence on the file. Never called me back, did not notate the file properly when documents were received therefore causing reps to give out bad information, she mixed up files, etc.
Although there are numerous reasons why Shellpointss behavior is unacceptable, the issues that the homeowner would like to bring to your attention are the following : The SPOC is clearly not properly trained or is overloaded.
Shellpoint has repeatedly requested that XXXX update financials and other documents on a continuing basis. XXXX has diligently complied with every request to the extent that a full narrative would not be productive. Despite her cooperation, Shellpoint still claims that there are missing documents. This is unacceptable.
The number of times that I spoke with Shellpoint to check status of the file should extinguish any opportunity to excuse their behavior. Between the misplacement of her financial documents and the poor communication from Shellpoint, it is clear that they simply does not want to review her file for a possible work-out solution. By endlessly re-requesting and re-reviewing documents over and over, Shellpoint is manufacturing a prolonged negotiation with no real approval in sight.
We are demanding this sale date be postponed. The file was neglected, not properly reviewed, files were mixed up, and it is extremely obvious that they are discriminating against XXXX XXXX based on her Race, marital status, and national origin. The way this file was handled is unacceptable. There is NO reason any of this should have happened.
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| 07/25/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We got a VA loan in XX/XX/XXXX for our home and we put a very large down payment, because my husband is a XXXX XXXX XXXX and the monthly payments needed to be low. Everything was fine until our mortgage co. sold our mortgage to Shellpoint Mortgage in XX/XX/XXXX, and our payments went from {$750.00} to {$1600.00} which we couldnt afford. We called them, they said they didn't have enough info on our acct yet to give us any answers, and gave us some suggestions to check, like property taxes, insurance, etc. They also told us to just keep making our regular payment until they figured it out and to check back in 2 weeks to see if they had all our acct info. We checked all their suggestions, nothing had changed except prop taxes went up a tiny bit.
We asked who else to talk to and they gave us a contact, XXXX XXXX, who we called repeatedly but got no response. We later found out she didn't work there anymore. They kept giving us non-responsive contacts, until months later they told us that they found out the problem. When they took over our loan, they didn't realize for some reason that our home insurance was wrapped up in our monthly payment. So not only had we been paying our insurance, they tacked their expensive home insurance on top of our payment.
We asked them to fix their mistake and remove this huge amount we now owed through no fault of our own, but they refused & said we were still responsible for it.
By now we realized we had a contact at the VA, and she had been trying to get ahold of this company too. They had supplied her with completely different contact names, such as XXXX XXXX, who was also not responsive. By now, Shellpoint was threatening us with foreclosure.
Had we been better informed, we would have found a foreclosure attorney, but we didn't know how to get out of this mess. We did receive a foreclosure letter. We were told our options were to let the bank take the house, do a short sale, or try to sell it ourselves.
We called our realtor and she said she could help us sell the home quite fast, but we would need a pay off letter to give the court to get an extension. She also felt this company was trying to kick us out of our home, and wanted to get some information from them. We authorized them to talk to her but they refused. She suggested we get a lawyer because of their shady practices.
We called Shellpoint on XX/XX/XXXX and were given the contact XXXX XXXX by XXXX XXXX. She promised to email the pay off letter within 2-5 days. Nothing came, so on XX/XX/XXXX my husband called and talked to someone who claimed the letter was sent on XX/XX/XXXX, and he said he'd resend it right over. My husband waited with him on the phone, and nothing came. He put us on hold for about an hour and then told us he couldn't get ahold of our contact XXXX XXXX, but he'd sent her an email requesting her to email the letter. So we waited until XXXX and called back & talked to XXXX in customer service because we didn't receive anything, she was the third customer service agent we'd talked to, and each agent had different information about the payoff letter. XXXX gave us a new contact, XXXX XXXX. XXXX said there was a payoff letter written but they couldn't send it because they had to update it. This would take at least 3 more business days. We couldn't wait because we had court. We asked if the letter had the payoff amount, which she said was {$160000.00}. We again told her we needed the letter in time for court, but she would not send it on time. My husband told her we would give this information to a lawyer, and she then promised to send it within the next 2 hours. We finally received it 20 minutes later.
We were able to take it to court and get an extension until XXXX. We sold our house on XX/XX/XXXX, a week after listing it, and are now getting ready to close.
But that's not the last of what Shellpoint has done. Last week our realtor stopped by to check on the house, because we moved to AZ 2 weeks ago, and she found that they had posted a notice on our door saying the property had been abandoned and vacated, while we are still paying for water and electricity on the property, and there is a for sale sign in the yard that says under contract. On XX/XX/XXXX we called XXXX XXXX, who had been hired to post the notice, and told them to remove it immediately. They checked their notes only to realize that the property was indeed not abandoned. I believe Shellpoint owes us some kind of restitution for all the mistakes they made and for not providing adequate service. This situation could have easily been avoided if they had recognized their insurance in the beginning. It has damaged our credit and forced us out of our home.
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| 08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Earlier this month on the payment history of my current mortgage lender Newrez 's customer online portal, I noticed the transaction " Surplus Disbursement '' of {$4400.00} ( transaction date of XX/XX/XXXX ) which was paid out of my escrow balance. I was surprised since the recently released XXXX County estimated property taxes for my property in XXXX is about {$8500.00}, and it did not make sense to me that tax surplus disbursements would be made in XXXX ( especially since tax bills are sent in XXXX and due in the following XXXX ).
On XX/XX/XXXX, I called Newrez customer service, and the rep ( Rep # 1 ) informed me that based on a Newrez tax analysis done in XX/XX/XXXX, I was disbursed {$4400.00} in XXXX via a check that was supposedly sent to my house. I informed Rep # 1 that I had not received any check in the mail from Newrez and that their company basing XXXX property taxes on my XXXX property taxes is illogical since my home was built in XX/XX/XXXX and my XXXX taxes were substantially low because taxes were based on just the land value ( i.e. XXXX taxes will be substantially higher because taxes will be based on property value ). Newrez tax estimates aside, I was concerned about {$4400.00} being taken out of my escrow balance and never being sent to me via check or electronic deposit. I asked Rep # 1 to put that amount towards my escrow balance again and was told it is not possible for her to do that, so she suggested that she put an internal request to void the check and send another check to which I could pay again on Newrez online portal towards my escrow balance. I asked if that amount can just be electronically deposited to my XXXX checking account. She was able to confirm the checking account number & routing number and told me that the request was submitted and that the {$4400.00} should take 2-3 business days to be deposited in my XXXX checking account.
On XX/XX/XXXX, I checked my XXXX statement and noticed that {$4400.00} was never deposited by Newrez. I called Newrez customer service again and explained to the rep ( Rep # 2 ) everything that I had discussed with Rep # 1 and that I had never received the surplus disbursement in my checking account. After investigating, Rep # 2 told me that Rep # 1 made a mistake in the request that she submitted by forgetting to opt in for electronic transfer. Despite my frustration on whatever implications that had, I asked Rep # 2 to electronically deposit the surplus disbursement towards my XXXX checking account the correct way, and I further asked if there is a way for me to track the progress of it, whether it is an email confirmation or something on the Newrez portal. Rep # 2 told me that they could only submit requests/track progress of requests internally, that she was able to submit a new request the correct way, and that the {$4400.00} should take 3-5 business days to be deposited in my XXXX checking account.
On XX/XX/XXXX, I checked my XXXX statement and noticed that once again, {$4400.00} was never deposited by Newrez. I called Newrez customer service for the THIRD time and explained to the rep ( Rep # 3, XXXX ) the whole situation. I asked about what happened the the previous requests submitted by Rep # 1 and Rep # 2 and she told me that she only saw one submitted request and that it had been closed. At this point, I am beyond frustrated since there should be been two previously submitted requests and it feels like Im back to square one. After Rep # 3 made the suggestion to submit a new request to electronically deposit {$4400.00} towards my checking account, I told her I will be submitting a complaint to CFPB because this is the THIRD time a request is being submitted with no way of me tracking its progress. Rep # 3 then proposed to submit a request to put the {$4400.00} towards my escrow balance again, to which I had informed her that Rep # 1 said it was not possible and that the conflicting information was frustrating. Nonetheless, Rep # 3 told me she submitted the new request and that it should take 2-3 business days for the {$4400.00} to be put towards my escrow balance again. Considering that nothing resulted from the previous two requests submitted by Rep # 1 and # 2, I have little hope that anything will come out of this new request submitted by Rep # 3.
Whether it was the method of sending me the surplus disbursement or the estimated times of completion for requests that could not be tracked, the conflicting information I had received from the three Newrez customer service reps was absolutely alarming, let alone the fact that there has been XXXX progress since my first call and the {$4400.00} surplus disbursement from XXXX is still nowhere to be found!
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| 08/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Newrez DBA : Shellpoint Mortgage is engaged in RESPA violations and predatory practices against consumers. I am a minority woman and feel this is discriminatory practices on multiple levels.
I have owned a condo in AL that has a current mortgage of $ XXXX. The original loan was serviced with a different lender and sold to XXXX XXXX then eventually ended up with Shellpoint/NewRez. I have always maintained adequate coverage on this property and also work in insurance for XXXX. The payment is automatic and has never been late or delayed.
Beginning in XX/XX/XXXX, I was notified I didn't have adequate coverage for this property. I sent in the XXXX XXXX master policy that shows all adequate coverage including wind for exterior - with coverage at around $ XXXX. I also provided walls-in coverage from XXXX. The tenants are responsible for their own coverage on personal property. I pay my own insurance and taxes on this property.
1. The letter dated XX/XX/XXXX stated I didn't have adequate coverage. I called on XX/XX/XXXX after I received this letter and spoke with XXXX XXXX XXXX @ XXXX CST. She advised that she did have all documents and I was clear on coverage and did not need additional documents sent.
2. The letter dated XX/XX/XXXX showed an Annual Escrow Account Disclosure Statement Account History and showed a lender placed insurance bill of approximately {$1200.00}. I was showing a shortage in the escrow account. I called on XX/XX/XXXX and spoke with XXXX ext XXXX - her supervisor 's name is XXXX. She reviewed my account and said it was an error. She would have it removed in 5-7 business days.
3. The letter dated XX/XX/XXXX stated 'the lender-placed insurance we purchased for your property is cancelled effective XX/XX/XXXX because I provided adequate coverage ' 4. The letter dated XX/XX/XXXX stated 'because wind condo unit owners ( XXXX ) insurance is required on your property, we plan to buy insurance for your property '. I called XX/XX/XXXX @ XXXX CST ( once I received this letter ) and spoke with XXXX XXXX XXXX - she placed me on a long hold and were on the phone for close to an hour. I explained the master policy coverage and personal coverage. She said, " Oh, i see your personal wall-ins policy doesn't have wind - you must have this ''. I argued that a condo can not have double-pay outs and there was also wind coverage in place for the master - which there is evidence to support. She said that the Shellpoint requires additional coverage. I called XXXX ( my employer and purchased a policy on XX/XX/XXXX @ XXXX. Because of AL underwriting laws the policy took effect XX/XX/XXXX. Shellpoint created a lot of problems between XX/XX/XXXX & XX/XX/XXXX on receiving this documentation and I even has a rep from XXXX to help 5. The letter dated XX/XX/XXXX stated " the lender-placed insurance we purchased for your property is cancelled effective XX/XX/XXXX for ... adequate insurance coverage was provided. '' 6. The letter dated XX/XX/XXXX states " We received the insurance information you provided, but we are unable to verify coverage from XX/XX/XXXX, XXXX XXXX, XXXX. Please provide us with the insurance information immediately - we will charge {$650.00} ... '' This company has on multiple occasion received two policies from XXXX to show adequate coverage. They did not say my 2nd policy needed wind until I called on XX/XX/XXXX. I provided this on XX/XX/XXXX. They are now trying to unlawfully charge me back 'insurance ' due to their employee negligence and predatory lending practices. They can not ask me to force a backdate or previous policies on something that was already covered.
I have always made auto-payments, never been late, and called every time to clarify. They are trying to force yet another policy on a property that is only valued at around $ XXXX XXXX.
I request immediate help and am referencing this class action lawsuit against their illegal practices : Gregg T. Cardin v. Newrez LLC d/b/a/ Shellpoint Mortgage Servicing XXXX Case No. 1:21-cv-03350. The court ruled in favor of the plaintiff and against Shellpoint citing a breach of contract in violations of FDCPA, 15 USC, and ICFA, 815 ILCS 505/1. The AG should investigate the undue burden this company places on their consumers in trying to recoup expenses. ( Case : 1:21-cv-03350 Document # : 1 Filed : 06/22/21 Page 1 of 21 PageID # :1 ).
In the above referenced case : Shellpoint knowingly placed unlawful assessment of charges to the Plantiff 's mortgage loan.. Specifically, Shellpoint unilaterally purchased and charged Plantiff for a property insurance policy despite having actual knowledge that Plaintiff maintained his own property insurance policy.
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| 07/17/2023 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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|
Web |
Servicemember |
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To whom in my concern I XXXX XXXX XXXX state these facts to be true. In late XXXX my mortgage loan was serviced by XXXX XXXX XXXX. I enrolled in the online payment option. To later find out when I tried to make my first payment that the system wasn't working. Stressing to the agent over the phone how much I needed to make my payments online the and that the system only allowed the minimum payment to be made. Relaying this reason to the agents on different conversations via phone and writing. I was told ill have to speak with an supervisor to up my principle payment. I went months without speaking to a supervisor, to just be told that I won't be able to make the larger payments for the months I was going to make them. That they could not retro fit the payment history. In the XXXX federal rights bill. I am in my rights for this error to be corrected. As of XXXXXXXX XXXX XXXXXXXX my mortgage note has since merged and or was bought out by company Shellpoint mortgage under newrez. XXXX and shellpoint is both child companies of the parent company that hold my mortgage note Newrez mortgage. I requested on XX/XX/XXXX for the note holders information. Shellpoint said they sent me an email and a letter via usps. And gave me a call back before the XXXX XXXX XXXX. I received a letter in the mail in XXXX with a stamped date of XX/XX/XXXX stating that they need more time to gather the information. I am stating that under the bad faith business newrez/XXXX XXXX XXXX is in/was violation of on multiple occasions. I was told the reason I could not make a large payment the first few months was because I had a late fee of XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX. The error in this that I received my first mortgage bill in XXXX XXXX XXXX. And was never told about the late fee in correspondence with any agent until XXXX XXXX XXXX where half of the late was waived and the the other half the next month. I've sent in a letter via postal service stating my dispute to the XXXX office. As I was directed to do. In the letter was a cashiers check for my payment with a memo description stating payment made under XXXX XXXX XXXX. I have been told that the letter was never received. The memo check was accepted on XX/XX/XXXX. I have tried on numerous occasions to handle this dispute. By via phone, email, postal mail, and through agencies. With no resolution.
I stating that this contract is a volition of my right as a consumer and hence void my obligation to pay the debt. Due to the time lapse in these volitions. I am stating that there is a clear breach of contract. I demand my title and deed sent to me with documents that author my no obligation to pay. That no contact is to be made by mail email phone or person to me by newrez or and third party company. Unless its about this breach contract and me having this obligation. NEWREZ agree that I will receive XXXX XXXX for any phone call. XXXX XXXX for any document sent via mail or email. I assume that this is significant to concede in releasing the note and deed and dissolve the account completely. If the detailed response isn't received by me. Stating why it took so long for the information to be given and why my errored account can't be fixed. At this point of over 6 months of not receiving this information of this said debt. Due to the volitions performed by newrez, shellpoint and XXXX XXXX XXXX referring to the codes on in this notice. I XXXX XXXX state i have no obligation to pay this debt via breach of contract on multiple policy and code infractions.
As this being my cure notice as I've sent multiple letters over time and have remain available for contact. Exhausting all other remedy with in relief. For every day of my dispute I will receive XXXX XXXX dollars US daily. All monies will be paid in or equivalent to the tender at the time. After shellpoint/ newrez/ XXXX XXXX XXXX receives this document and the alloted response time has lapsed. I am owed from newrez XXXX XXXX and XXXX XXXX daily. Until I receive my title and deed of a letter acknowledging that newrez understanding of they have not proven to me that the debt is mine via requested information. How my account has been handled with derogatory remakes, slander, and neglected for breach this contract or is working on getting my ownership documents sent to me in detail format. As I have received generic vague responses in the past. I'm looking forward to a detailed rebuttle to all my concerns via certified mail with all ownership documents influenced via this contract ( with in 10 days ) as this is the final notice.
Any questions regarding this document please contact me at Email : XXXX Acct # : XXXX Sincerely XXXX XXXX
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| 05/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On or about on XX/XX/2020, the roof of my residence sustained damage during a high wind storm. On XX/XX/2020, I met with a XXXX XXXX XXXX Adjuster to file a claim for the damage. After inspecting the damage to the roof, the Adjuster issued a check from XXXX XXXX in the amount of {$2900.00} made out to me, XXXX XXXX XXXX, my spouse ( XXXX XXXX XXXX ) and Shellpoint Mortgage ( New Rez ). The XXXX XXXX employee explained it was XXXX XXXX policy that the mortgage company had to be included on the Pay to the order of portion of the check. He went on to explain that I was to send the check into the mortgage company, they would endorse the check and then send it back to me. The XXXX XXXX adjuster indicated this was standard fair and all mortgage companies were in compliance with this measure.
On the morning of XX/XX/2020, I contacted New Rez/Shellpoint Mortgage Company and spoke with employee XXXX XXXX. Mr. XXXX provided me with an address to send the check to and he assured me this was a normal procedure and the turn around on receiving the New Rez/Shellpoint endorsed check would be minimal. On the afternoon of XX/XX/2020 I sent the XXXX XXXX Check to New Rez/Shellpoint via United States Postal Service ( USPS ) Priority Mail to the address provided by Mr. XXXX. It should be noted that neither I nor my Spouse endorsed the check. I sent the check with detailed instructions and a self-addressed, stamped envelope.
On XX/XX/2020, I called New Rez/Shellpoint Mortgage to ascertain the status of my check. On this date I spoke with New Rez/Shellpoint Employee XXXX XXXX. I explained the situation to Ms. XXXX and she stated her colleague, Mr. XXXX had provided me with the wrong mailing address. Ms. XXXX assured me that she would look into this matter and try to get it resolved. I did not hear back from Ms. XXXX, so on XX/XX/2020 I called XXXX XXXX representative XXXX XXXX. MrXXXX XXXX advised me that New Rez/Shellpoint Mortgage had cashed my check within days of receiving it. Mr. XXXX emailed me a PDF image of the cashed check he had received from the bank.
I then called New Rez/Shellpoint Mortgage Company back. This time I spoke with Employee XXXX XXXX. I sent Ms. XXXX an email message containing the PDF image of the check her company had cashed. I advised Ms. XXXX that neither I, nor my spouse had endorsed the check and that New Rez/Shellpoint did not have my permission to cash the check. Ms. XXXX was eventually able to locate the funds and she stated she was in the process of returning the funds to me.
Since XX/XX/2020, I have either emailed or called New Rez/Shellpoint Mortgage every day in an effort to ascertain the status of my check that New Rez/Shellpoint cashed without my endorsement or my authorization.
On XX/XX/2020, I emailed XXXX XXXX, Manager at New Rez/Shellpoint Mortgage. Mr. XXXX indicated they were still in the process of locating my funds.
On XX/XX/2020, I prepared a check for my monthly mortgage payment to New Rez/Shellpoint Mortgage. As I reviewed my mortgage statement, I discovered that New Rez/Shellpoint had credited {$2900.00} to my account as a payment. It should be noted that I had previously paid my mortgage for the month of XXXX, but New Rez/Shellpoint decided to take {$400.00} in interest and {$750.00} to Escrow. In point of fact, having previously paid my mortgage for the month of XXXX, then the entire {$2900.00} should have been applied to the principal on the note. I am well aware that intent is a key factor in proving any case in a court of law. Aside from the fact that New Rez/Shellpoint cashed a check made out to me and my spouse without our endorsement, the fact that the entire amount was not credited towards the principal balance is further evidence of bad intent on the part of this corrupt organization.
I do not believe that New Rez/Shellpoint Mortgage or their employees have acted in an ethical or professional manner, nor do I believe that they have any intention of returning the funds they stole.
I do not believe for a minute that if I were to be a month behind on my mortgage payment that New Rez/Shellpoint would take such a nonchalant attitude about me locating the funds due to them.
Furthermore, I believe that New Rez/Shellpoint may very well have committed a crime by cashing a check that was made out for payment to myself and my spouse without our endorsement and without our permission. The check was mailed and crossed state lines which brings into question the violation of wire fraud laws as well.
I sincerely hope your organization can help me to recover my money and shed light on the bastion of criminality and ineptitude that is New Rez/Shellpoint Mortgage.
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| 10/08/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/2020, we were informed that my husband qualified for our state 's property tax exemption due to his military service. We filled out the forms and submitted them to our township, while it was processing our property tax came due and we paid them. Once the exemption was approved our township refunded our taxes from the period we had just paid, but the check went back to our mortgage company instead of coming to us.
I have spent nearly two months providing proof of the exemption, trying to track down the check, having our escrow analysis run and trying to have a surplus check issued.
On XX/XX/2020 I emailed a copy of proof of tax exemption to NewRex and according to our township, the tax refund check was sent XX/XX/2020. It took almost a month for our check to show in NewRez 's computers as received ( XX/XX/2020 ).
While we waited an escrow analysis was run to lower our montly payment on XX/XX/2020. Upon making our XXXX payment I realized the amount wasn't lowered so on XX/XX/2020 I had to call again to figure out what we needed to do to stop the overpayment to the account, at which point I was put one a 45 minute hold ( by a CSR by the name of XXXX ) and subsequently hung up on. I immediately called back and asked to be connected to a supervisor. I spoke to a Mr. XXXX XXXX at XXXX, I was less than kind dealing with Mr. XXXX but hearing my frustration he told me he would take a look and make the necessary notes so that our payment would be updated. He assured me the payment would be corrected and that when our refund check showed a new escrow analysis would be run our our surplus would be returned to us. Mr. XXXX, gave me a number and an extension to reach him if the problem was not resolved by the following Wednesday.
On XX/XX/2020, I, with the issues still unresolved I called the number provided to me by Mr. XXXX, the extension ( that I confirmed during our initial call ) did not exist. I tried the company dial by name directory and Mr. XXXX was not listed in the directory. I hung up and called again. This time I spoke to a CSR that was " checking with Mr. XXXX '' but who returned to tell me he was out of the office but everything would be solved by the next day, informing me I would have a call to confirm the following day. Needless to say nothing changed.
The following day XX/XX/2020, I was informed by XXXX XXXX that the " escrow analysis was run incorrectly, '' I asked to be elevated and I spoke to XXXX Sellers who informed me that they payment information had been updated but that the escrow department was " closing out '' the request for a new analysis because XXXX, which is when our annual one is run, was approaching and it was too close to do another. When I pointed out that several of her CSRs ( some that very same day XXXX had each told me something different, she said that they were mistaken but that this is how it would go. She told me they would send a surplus check in 7-10 days after it was performed on XX/XX/XXXX. I hung up with her, grateful to possibly have an answer just to find out that hours later the escrow analysis was actually run on XX/XX/2020.
A week later we received the new analysis in the mail. Although the surplus was listed on there we never received a check. I decided to try to wait until XXXX, to see if maybe they had to run it again, but nothing changed. I called tonight XX/XX/2020 and was elevated three times ( 45 minutes on the phone ) before getting in touch with and XXXX XXXX who told me she tried to reach out to the escrow team but that they had gone for the day. She said she " put it in the notes '' that there was an error, as checks are usually printed and mailed soon after the analysis. She said she could see that this was unusual. She could not help me any further due to the department being closed but told me to wait another two days for the problem to be corrected. She advised me to call on Monday if it was not showing in my account payments.
This experience has be absolutely infuriating and a waste of my personal time. My calls have been a mash up of hours on hold, being hung up, being lied to, being told they could " see the problem '' but that there was essentially nothing they could do and I would have to wait for the problem to be fixed, all while they hold almost {$1000.00} of our money with no accounting for it. I believe there is some type of fraud going on with this company as it is extremely hard to get in touch with anyone, their information is almost always contradictory and when you finally get someone who may know what they are doing all they can tell you is that you have to wait for the problem to fix itself.
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| 12/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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XX/XX/20 I received a letter from XXXX XX/XX/XXXXXXXX informing that my 20 % mortgage was maturing on XX/XX/XXXX. When I called them asking for options, they told me nothing was available from them and I would have to refinance through another lender XX/XX/20 I received a letter from NewRez c/o XXXX XX/XX/XXXXXXXX informing me that my interest rate and monthly payment amount for my 80 % mortgage would be changing as of XX/XX/20. This is why I choose them to refinance both mortgages into one after XX/XX/XXXX couldn't help me XX/XX/20 I contacted XXXX XXXX XXXX XXXX to start a mortgage refinance. I sent emailed all requested information to the loan officer but then spent weeks trying to verify he had everything needed from me.
XX/XX/20 I contacted NewRez in regards to refinance options because the manager at XXXX let me know that due to their employee quitting unexpectedly my refinance was never started as I believed. She felt that a refinance of my mortgages through XXXX would not be completed by XX/XX/XXXX. She felt that the mortgage holder might have different deadlines available to them.
I called XXXX XXXX from NewRez Refinancing department. He said he would check with his supervisor about the XX/XX/XXXX deadline issue.
XX/XX/20 XXXX called me to let me know that after checking it was determined that the XX/XX/XXXX deadline would not be an issue when refinancing both me mortgages ( XX/XX/20 ) with them. Because the 20 % holder was a sister company, they would be able to see that the refinance was in process and everything in regards to that loan maturing would be on hold because they would be able to see that a refinance was in process. I applied for a refinance with NewRez on this date and submitted all requested documentation.
XX/XX/20 XXXX called me to set up an appraisal, I paid {$500.00} XX/XX/20 I received an email from XXXX to authorize a title search which I executed and returned. I also received an email with the appraiser contact information. He would reach out to me direct for scheduling.
XX/XX/20 I received an email from XXXX letting me know that my loan was sent to the underwriter for review XX/XX/20 Appraisal was done XXXX Appraisal was received by NewRez and I got a copy XX/XX/20 I requested an update on the refinance from XXXX via email XXXX XXXX requested updated paystubs which I was able to send on XX/XX/20 XXXX I received an email from NewRez informing me that my loan was approved. It listed a new Loan Number & gave access to a loan portal XXXX I emailed XXXX asking for an update on refinance because I could not log into the loan portal for details. I also asked for verification about not being able to pay 20 % mortgage payment since it matured on XX/XX/XXXX.
XX/XX/20 XXXX responded to my email and copied XXXX & XXXX. He stated that I should continue making payments unless I had a closing date. He also asked XXXX & XXXX to address my concern.
XX/XX/20 I emailed XXXX, XXXX & XXXX asking for direction because letter from XXXX stated that payments less than the full balance might be returned after XX/XX/XXXX. XXXX responded telling me to try to make the monthly payment for the 20 % loan.
XX/XX/20 XXXX asked me my loan number. XXXX immediately replied with my 80 % mortgage number ( XXXX ), my 20 % mortgage number ( XXXX ) and my new NewRez number ( XXXX ) XXXX XXXX emailed me to congratulate me that my loan was conditionally approved by the underwriters. He asked for documentation that had previously been submitted to both XXXX & XXXX. There was a? in the area for the date of closing so I called him immediately to ask questions including how to handle not being able to pay the 20 % mortgage payment for XXXX. I got voicemail & left a message.
In a separate email, XXXX stated that he did not see loan number XXXX in my records and asked if I was referring to the lien on the property by XXXX County. I immediately responded that I was not referring to XXXX County and that the 20 % mortgage was XXXX.
He then responded " What do you mean by you will pay on your second mortgage? '' XX/XX/20 left voicemail asking XXXX to call me XX/XX/20 XXXX called to discuss XXXX not being willing to take a monthly payment and said he would have to talk to someone to see what could be done XX/XX/20 XXXX emailed me to ask if I was able to use my own funds to pay off the $ XXXX balance of the 20 % mortgage. I let him know that I do not have that amount of funds and if I did I would never have started the refinance process. He replied that he would get back to me on Monday.
XX/XX/20 At XXXX XXXX, I received an email from XXXX that stated that my refinance was being cancelled
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| 10/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, a letter was emailed to Shellpoint requesting additional response regarding mortgage account payments, fees, and pre-petition arrearages. As of today, XX/XX/XXXX, Shellpoint Mortgage Servicing has failed to respond. The following below are questions and concerns that need a response for this mortgage company.
1. The final statement that I received from Ditech dated XX/XX/XXXX indicates that the Amounts Past Due Before Bankruptcy Filing ( Pre-Petition Arrearage ) was {$1800.00}. This amount included {$930.00} shortage in my escrow account and my regular monthly payment of {$900.00}. I paid both of those shortages in XXXX during the changeover between Ditech and Shellpoint through my regular monthly payment, which was credited to my account on XX/XX/XXXX, and the {$930.00} payment for the projected escrow shortage was paid by me on XX/XX/XXXX once the calculations were sent to me but dont show on the Loan History Summary until XX/XX/XXXX. See Attachments A, B & C. On the same date, the Loan History Summary shows an Unapplied Payment of {$170.00} was applied to the Principal instead of any remaining Pre-Petition Arrearage. Why was that? In any case, these payments should have resulted in a {$0.00} Pre-Petition Arrearage balance.
Your letter dated XX/XX/XXXX, to XXXX XXXX, states, the proof of claim that was filed has an arrearage of {$1500.00} that is to be paid. This consists of principal and interest in the amount of {$620.00} and a projected escrow shortage of {$930.00}. As previously stated, and sent on more than one occasion, this arrearage was paid directly by me in full to Ditech and to Shellpoint as stated above with the proof shown in the attachments. Both were credited to my account. Therefore, this arrearage should have been deleted from my Loan History and resulting statements back in XXXX!
2. On XX/XX/XXXX, my History Summary shows a total charge of {$500.00} for Attorney costs, although, I was not advised in advance or sent a bill. Since that time beginning XX/XX/XXXX, the attorney was paid {$49.00} and according to my bankruptcy agreement, my Trustee also began paying {$30.00} per month beginning XX/XX/XXXX which was credited to your attorney. However, the Summary shows those amounts as Prepetition Unapplied and I still dont know what that means or how its being treated. As of XX/XX/XXXX, {$380.00} has been applied/paid to the attorney based on the statements you sent me and those of the Trustee. Please tell me what is the status of the attorneys fees?
3. In XX/XX/XXXX, my regular monthly payments were reduced by Shellpoint from {$900.00} to {$850.00} then down to {$840.00} in XX/XX/XXXX, and then up to {$860.00} in XX/XX/XXXX, and these amounts have been paid each month as required.
4. In addition, the Loan History Summary shows varying amounts ranging from {$260.00} to {$290.00} titled Unapplied Balance and Money Type as Trustee Check. Please clarify what that is.
5. The biggest question has to do with all the unapplied payments, which is a different accounting method than I am accustomed with. Please help me to understand what is going on with that ( in lay terms ) and how that may be affecting my account, including the attorneys fees and the past due amounts shown on my account. How can my regular payments be reduced if I have unapplied payments and past due amounts and why? Is the reduction of my payments causing the past due amounts and the additional pre-petition arrearages that you have listed? It seems that this is a method that just keeps my account in the hole, according to the way it is being serviced.
6. In your letter dated XX/XX/XXXX, you state that the amount due on the account is {$780.00}. This is based on my payment of {$860.00} plus Other Fees of {$110.00} and minus the Unpaid Balance of {$190.00}. ( a ). What is included in the Other Fees : ( b ). Where did the Unpaid Balance go ; ( c )? and what happened with the {$77.00} remaining? Are you saying that I still owe {$780.00} or was that credited to my account? Also, the actual bills for my escrow account are {$820.00} for Hazard Insurance and {$1800.00} for County Tax, which is $ {$200.00} less than projected.
7. In conclusion, my calculations of my mortgage account payments and bankruptcy account show that I do not have any arrearages or past due amounts with Shellpoint. which is what Im trying to get reconciled with you to be able to move forward with a clean slate and to make sure that I am clear with your accounting method and terminology.
Your assistance and response in clearing this up will be greatly appreciated!
XXXX XXXX Mortgage Loan Account # XXXX
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| 08/09/2018 |
Yes |
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Web |
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ISSUE : We believe we have been incorrectly charged {$3600.00} for a fee that was not disclosed to us as our fee to pay.
Shown in all the documentation of emails and loan forms below, we contest that we were never informed that we would be paying either Points or a Broker Fee.
If the rate structure for the 4.25 % had been dependent on a discount point structure when the initial LE was issued and the rate was still floating, it should have been estimated on the Initial LE. If we were paying for the Broker Fee, it should have been disclosed that way on the Broker Fee Acknowledgement and Initial LE. We were told we were paying {$890.00} Origination Charge, {$340.00} Administration Fee and {$550.00} Underwriting Fee No Points, No Broker fee.
We should be refunded the {$3600.00} charged to us at Closing for Broker fee since we were under the understanding this fee would be paid by XXXX XXXX to XXXX XXXX at the closing, NOT by us. We continued with the closing and disbursement because we needed to restructure our debt and going to another company at that point was not feasible.
This is a timeline of selected events in the lifespan of our application to closing. There is a pack of paper copies of emails and loan documents with some notations and highlights, kept in chronologic order.
Chronology : XX/XX/XXXX Contacted XXXX XXXX at XXXX XXXX to make application for refinance.
XXXX XXXX created Initial LE with {$890.00} Origination Charge, {$340.00} Administration Fee and {$550.00} Underwriting Fee, No POINTS XX/XX/XXXX Got confirmation from XXXX XXXX the loan had been locked at 4.25 % and was no longer floating.
Email copy from XXXX XXXX that Loan locked 4.25 % for 45 days per Lock Confirmation. No mention of Points.
We signed Initial XXXX electronically XX/XX/XXXX Received emailed Mortgage Broker Fee Acknowledgement from XXXX XXXX that states Option 2 : The Mortgage Lender Will Pay the Broker Fees. And that fee is Broker Origination 2 % of Loan Amount, not to exceed {$10000.00}. Amount of fee {$3800.00}. Physically Signed and returned form to Broker.
Received email confirmation from XXXX XXXX at XXXX XXXX that I will not be charged for the broker fee and its not coming from me.
XX/XX/XXXX Appraisal report received with lower than expected value {$180000.00} Received Rate Lock Agreement from XXXX XXXX through DocMailer Email, seemingly for the reduced loan amount to {$160000.00}. This showed XXXX with XXXX points. We signed electronically and returned the form XX/XX/XXXX email from XXXX XXXX we are approved and needed some conditions cleared up.
XX/XX/XXXX Another LE was received by us and this one showed changes in Closing Cost Details of an origination charge of {$3600.00} and the other fees in section A removed. I questioned this issue with XXXX XXXX at XXXX XXXX in an email.
XXXX response was To clarify, that the {$3600.00} is something that we have to show on the LE to reflect the broker fee expressed in a dollar amount. This has already been built into the pricing and is just needed to reflect that on the LE.
I sent a reply to XXXX quoting CFPB XXXX ( f ), commentary ( 2 ) Indirect compensation from the lender to the originator is not disclosed on the Loan Estimate, but rather is disclosed on the Closing Disclosure. However, direct compensation to the loan originator from the borrower is disclosed on the Loan Estimate.
XXXX forwards email and issue to XXXX XXXX, his supervisor.
XX/XX/XXXX XXXX emails to assure me XXXX is trying to contact XXXX XXXX about this issue.
XX/XX/XXXX Talked with XXXX XXXX on phone about issue.
XX/XX/XXXX Initial Closing Disclosure issued. Still has contested fee on it. We made mention that we were on vacation the week of XX/XX/XXXX, away from home.
XX/XX/XXXX XXXX states he is waiting for clarification from XXXX XXXX and that if the rate lock expires, XXXX XXXX would pick up charges.
XX/XX/XXXX XXXX sends me email with copy of first Rate Lock Agreement from XX/XX/XXXX. He sends me some kind of justification for where the fee was being paid and that it didnt affect us. He asks us to sign the initial CD.
XX/XX/XXXX XXXX says, the account manager of my files says DO NOT go in and esign the current CD. ( we never received whatever this was ) XX/XX/XXXX Final Closing Disclosure at closing. Still has contested fee on it.
XX/XX/XXXX I send XXXX another email saying were still paying a fee we were not aware of. He says XXXX look into it.
XX/XX/XXXX I tell XXXX the issue is still not resolved.
XXXX states he was informed by XXXX XXXX the {$890.00} issue was resolved. He will check on it.
XXXX says the {$890.00} was removed.
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| 03/01/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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Phone Conversation between XXXX XXXX of Shellpoint and us Date : XX/XX/XXXX at XXXX XXXX During the phone call we asked the same two questions as stated below. At XXXX XXXX said we had not provided the survey they requested so they could not answer our questions. We mentioned to XXXX XXXX, that the cost for the survey and required town/county/state process would be approximately {$14000.00}. We said we just wanted an answer to the two questions, without having to spend {$14000.00} for something that might not happen.
XXXX XXXX said a Partial Release would not require a new loan on our part. We requested something in writing and XXXX XXXX said she could not do that until the survey and appraisal was complete. She then suggested we secure another loan. We responded with we have a 2 % loan now, why should we secure another loan at a 3.25 4.0 % rate.
From : XXXX Date : XX/XX/XXXX at XXXX XXXX Good morning, The borrower needs to indicate which acreage and improvements will remain after the taking and that his remaining property will have legal access to the road and utilities.
The first part of the appraisal assignment will be for the entire 10 acres and all existing improvements.
The second part of the appraisal assignment will be for the real estate ( land and improvements ) remaining after a portion is transferred. The appraiser will need a survey showing the remaining land and the locations of the improvements. The drawing is not sufficient.
The attached site map references Access limited by XXXX Planning Dept. We and the appraiser will need verification that access to the subject site is permanent and legal.
XXXX, I assume that this is to determine whether the remaining collateral is sufficient security for the loan. Please explain this to him. The value of the front 2.5 acres is likely higher ( due to its road frontage ) than the rear 2.5 acres.
Please advise as to how we may assist, thanks.
The subject property is on an island in a rural area and a quick appraisal is unlikely. We need to move forward with obtaining the information and the survey so we can get an appraisal ordered.
Please advise me, thank you.
Let me know if I may assist, thanks.
To : XXXX Date : XX/XX/XXXX at XXXX XXXX We have been in conversations with XXXX XXXX of Shellpoint Mortgage Servicing in regard to the Partial Release ; Survey ; Appraisal etc. While that process is ongoing XXXX and I have a couple of questions.
Will XXXX XXXX / Shellpoint Mortgage Servicing release the 2.5 areas as collateral without requiring a new loan after the lot is split and gifted from XXXX and me?
If the appraisal does not come in high enough for the gift, can the XXXX purchase 2.5 acres to offset the XXXX loan?
Thanks, XXXX, XXXX, XXXX, and XXXX From : " XXXX, XXXX '' Date : XX/XX/XXXX at XXXX XXXX XXXX XXXX : Thank you for contacting XXXX XXXX. I have been asked to address your concerns and appreciate the opportunity to do so.
XXXX XXXX appears to be the " Trustee '' for a " Trust '' that has a beneficial interest in the Deed of Trust and Note for your property, for which Shellpoint is the mortgage servicer.
The Mortgage Servicer is the party to the Trust that has the authority and responsibility to make decisions and take actions regarding individual properties in the Trust. The trustee has no authority or responsibility to review and or approve or disapprove of these decisions and actions. Please note that the " Trust '' holds the beneficial interest in the property, not the trustee, or XXXX XXXX in its individual capacity.
Shellpoint Mortgage is the proper party to answer your questions, however I would be happy to assist in obtaining a contact at Shellpoint should you need one.
I have included a brochure that further explains the roles of the servicer and trustee that I hope you find helpful.
Regards, XXXX XXXX - Vice President To : XXXX Date : XX/XX/XXXX at XXXX XXXX We are gifting our daughter and her family ( XXXX and XXXX XXXX ) 2.5 acres of our 10-acre property. They will be building a custom home on the gifted acreage.
We have been in conversations with XXXX XXXX of Shellpoint Mortgage Servicing in regard to the Partial Release ; Survey ; Appraisal etc. While that process is ongoing XXXX and I have a couple of questions.
Will XXXX XXXX / Shellpoint Mortgage Servicing release the 2.5 areas as collateral without requiring a new loan after the lot is split and gifted from XXXX and me?
If the appraisal does not come in high enough for the gift, can the XXXX purchase 2.5 acres to offset the XXXX loan?
Thanks, XXXX, XXXX, XXXX, and XXXX
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| 05/06/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I had been in a COVID-19 hardship forbearance with XXXX XXXX XXXX for quite some time. During that time, I applied for mortgage assistance from Georgia HAF. I actually applied on XX/XX/XXXX. This was a very detailed process that involved a great deal of time and patience. This included HUD counseling as well. HUD had to verify that the mortgage servicer would agree to work with me on any amount over what HAF would cover and they did that with XXXX. When my forbearance ended, I also applied for a modification with XXXX XXXX XXXX to prepare for a workout agreement to assist in bringing the account current. Every time I submitted, I would wait for a response and then get a message that I needed yet another document or signature on something, the last of which I received on XX/XX/XXXX. While waiting on my loss mitigation options, I began contemplating selling my home, but I am still having hardships, rental prices are up and I am not in a position to be able to buy another home. Also, with so much owed to bring the account current, any profit from a sale would be eaten up with fees to pay off the current mortgage. I began to feel more hopeful about my situation once I received conditional approval for my mortgage assistance application. The {$50000.00} was going to be a big help. The email I received on XX/XX/XXXX, stated that they were awaiting lender approval. The next day, XX/XX/XXXX, I found out my mortgage servicer was changing from XXXX to Shellpoint Mortgage. I immediately contacted Shellpoint to communicate my status with Georgia HAF and to also submit a loss mitigation packet. I also communicated with Georgia HAF who told me I would have to submit a " workout agreement '' form to Shellpoint that they would have to return to Georgia HAF indicating they were aware that the {$50000.00} grant would not cover my entire arrears and that they would be willing to make some type of workout agreement for the rest. This is the only way the grant would be approved. Meanwhile, I checked on my loss mitigation packet and was told by my " single point of contact '' that I had ONE missing document and I submitted that document on XX/XX/XXXX. Tuesday, XX/XX/XXXX, I received my approval. Now, I was anxious to see what my mortgage servicer would offer to assist me in making up the difference. I waited to hear from them, but I also reached out to them. I was assigned a different " single point of contact ''. She said my loss mitigation packet was NEVER given to underwriting even though everything was in. She also said she didn't see where my grant funds had been received. I asked her if I needed to renew any documents to get my packet properly reviewed. She said NO after conferring with a supervisor. She said the packet would go " AS-IS '. This was in XXXX. After receiving two more statements and not seeing the grant funds applied, I called Shellpoint yet again. I had not received ANY correspondence from them other than monthly statements. I got no calls, emails, denial letters, nothing. When I called on Thursday, XX/XX/XXXX, I was told my grant funds were received and sent back to the state because they didn't cover enough to re-instate the mortgage and that they asked the state if they could offer more or something else and that when they didn't get a response, they sent the funds back. I was HORRIFIED. How could they do that? It didn't make sense. Shellpoint agreed to offer me a workout agreement for the remaining balance and I had been offered nothing. Furthermore, they said my modification packet was null because the documents were too old. They blew me off and only offered for me to start the loss mitigation process from scratch. I was denied an opportunity to speak with a supervisor. Friday, XX/XX/XXXX, another representative called and told me that they had nothing to do with my grant and that I would have to talk to the state about it. He had no answers to my questions about the documents I submitted and the " workout agreement '' they signed. This seems incredibly negligent on their part and it is creating a great deal of XXXX and stress for me as a 100 % XXXX veteran with XXXX doing everything in my power to get back in good standing with my mortgage. I feel the mortgage company wants me to fail. Ironically, after speaking to the representative, I immediately started receiving predatory calls from investors asking about buying my house. This doesn't seem coincidental. I don't want to lose my grant or have to start over from scratch. I followed the process. I can't afford to snub at {$50000.00}. I feel Shellpoint should be liable.
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| 06/25/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, I sent in a request to my current mortgage company that I was interested in refinancing. A loan processor immediately reached out to me. I let her know that I had never refinanced before and that I had several questions. She attempted to answer most of my questions but I still wasn't comfortable. After several days passed, she reached out to me again because I had not submitted the request. At that time we also discussed all of the fees involved and appraisal. I was still hesitant moving forward because I was unsure as to what my home was valued at. She asked me a lot of questions about my home to attempt to help. I let her know all of the home improvements we have made since we had moved in and also what plans we had with the money from the refinance. As we were talking, she went on several web sites and assured me that my home should at least value for XXXX. She said to me that she didn't see any reason that it wouldn't appraise for that if not more and that I shouldn't have a problem getting the money we discussed. Being that she was the " expert '', I gave her my credit card number and paid {$550.00} for the appraisal. The appraisal was completed on XX/XX/XXXX. I received a copy of the appraisal on XX/XX/XXXX. On XX/XX/XXXX, one of her team mates called and verified my employment. On XX/XX/XXXX, I sent an email over asking about the status of our loan. She responded back that basically the loan was closed because the appraisal was XXXX less than expected. I was not notified at all. I had paid XXXX for an appraisal and now a hard hit on my credit without any further regard to me as a consumer. On XX/XX/XXXX I called the main line to Newrez back to file a complaint in hopes of getting back my {$550.00}. A lady answered and sent me over to the loan processor 's supervisor. It went straight to his voicemail and a name was not given. I immediately called back and was sent over to the complaints dept. at which time I spoke with XXXX XXXX. He listened to me and stated that he was sending it over to a sales manager and that the sales manager would get in contact with me that day. After I didn't hear back from anyone, I called again on XX/XX/XXXX and spoke to XXXX again. He said that the legal team was drafting me a letter but that he would follow up and have someone reach out to me as soon as possible. That same day I spoke with XXXX XXXX. He read off notes that stated I closed the loan myself but then asked me what I was speculating had happened. After I told him that I was assured by the loan processor my home would value at a certain amount and that I was not contacted he told me that the loan processors are not appraisers and can not properly appraise hence the need for an appraisal. He also stated that it wasn't common practice for a loan processor to do so. I informed him that regardless of that, she did in fact assure me or I wouldn't have proceeded with the loan. He took my information and advised that if I didn't hear back from him by XX/XX/XXXX to call him back. About 30 mins to an hour later, XXXX called me back to say that he had spoken with my loan processor and that if I was willing to continue with the loan that he would transfer me to her and she could open it back up. I felt as if I was being pushed against the wall in making a decision and that if I told him no then that would be enough reason to deny reimbursement for my appraisal because at that point I would be closing the loan ( which was already closed ) and the basis of my complaint would be void. I expressed to him that I was unsure about continuing due to the unfair and misleading treatment I had already received. He told me to think about it and to let him know what I decide. I called him again on XX/XX/XXXX letting him know that I would be unable to continue. At that time, he stated that he was not in a position to refund my appraisal and that it wasn't common practice to do so based on the information I was given. He told me in a matter of fact that the appraisal company had to be paid for the service they provided. While XXXX was nice enough over the phone, he made me feel like my issue was not a huge concern and talked down to me. It was almost as if I had to prove what I know she told me and it still didn't matter. I feel as though my concerns with this matter were not taken seriously and that I shouldn't think that I was treated unfairly nor deceived in the process. I had to reach out to them even when I was told that I would be getting a call back and my complaint still isn't resolved nor do they intend to do so.
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| 12/19/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX, I purchased my current home via a VA mortgage. My property tax escrow amount was calculated using the previous years, XXXX, taxes.
Sometime in either XXXX of XXXX of XXXX my mortgage was sold to XXXX XXXX XXXX
In XXXX of XXXX I applied for a property tax exemption due to having a XXXX XXXX XXXX rating from the VA due XXXXXXXX XXXX XXXX This exemption was approved, exempting my property from property tax ( ad valorem ). However I would still be responsible for XXXX XXXX taxes ( CCD, sewer, and waste ) In the end of XXXX I received my XXXX official property tax bill which was {$2600.00}. This reflected the ad valorem taxes being exempt and just billed on non ad valorem taxes. XXXX paid this tax bill around the XXXX week of XXXX which was around the same time I called to inquire about receiving an excessive escrow funds disbursement and readjusting my monthly escrow payment. I was informed that they could not adjust the monthly escrow since the loan was under XXXX XXXX XXXX. However, XXXX was able to complete an escrow analysis and I received a disbursement check of around {$4500.00} on XX/XX/XXXX.
On XX/XX/XXXX, XXXX XXXX XXXX conducted an escrow analysis. During this analysis, the company did not use XXXX tax information but came up with an estimated tax bill of {$7000.00} for XXXX and XXXX. I do not know where that {$7000.00} figure came from but it was not from any official tax bill. My monthly escrow payment increased by {$18.00} instead of decreasing. The amount should have decreased by {$350.00} to reflect the property tax exemption.
In the end of XXXX, XXXX. I received my XXXX tax bill which was {$2700.00} which was disbursed on XX/XX/XXXX. Once again my ad valorem tax bill was {$0.00} On XX/XX/XXXX my mortgage was sold to NewRez LLC. Both NewRez and XXXX XXXX loans are owned by the same company, XXXX XXXX.
Around the second or third week of XXXX I called NewRez to inquire about disbursement of my excess escrow funds ( around {$4500.00} ) and to readjust my monthly escrow payment. I was told that the company potentially might not conduct the escrow analysis due to being a recently acquired mortgage. However, the request would still be submitted.
On XX/XX/XXXX I called NewRez to inquire about the status of my request. I spoke to XXXX different representatives who all told me slightly differing and conflicting information. The last representative I spoke to informed my that the analysis was completed on XX/XX/XXXX. He told me the notes stated that I was exempt from ad valorem taxes in XXXX but still needed to pay non ad valorem taxes. The non ad valorem taxes were paid in full on XX/XX/XXXX. During that analysis there was no disbursement of the excess escrow funds ( my estimate of around {$4500.00} ) nor readjustment of my monthly escrow payment. Additionally he mentioned that at first glance, my escrow balance was too high for having both taxes and insurance being disbursed for the year. Additionally, he informed me that my monthly escrow payment most likely would not change since they received my XXXX estimated property tax bill ( over {$8000.00} ) from XXXX XXXX via an official database or official documentation. They did not use my XXXX tax bill to conduct this analysis on future funds needed in my escrow account.
When I pushed the issue, he claimed that this was a reliable/official source for the XXXX tax estimates and I needed to take up the issue with my local tax office. There was nothing more he could do.
After the call with NewRez I immediately contacted my local tax office. I was informed by the tax office that XXXX XXXX does not conduct tax projections for the next year, do not maintain an official database to pull projected bills, and did not provide any official documentation to NewRez nor XXXX. Additionally, I was informed that due to Florida statutes, they can not make any official comments on future tax bills until XX/XX/XXXX of the tax year. The most recent official documentation is the XXXX property tax bill. I also inquired about my exemption and was told that as long as my current home remains my primary residence, I will maintain the exemption indefinitely pre Florida XXXX.
Its is abundantly clear that neither XXXX nor NewRez are utilizing official government tax documentation on their escrow analysis. Due to this, I am still overpaying {$350.00} every month which represent an excess of XXXX XXXX of what I should be paying. To make matters worse, they are being difficult to work with an delaying the excessive funds currently in my escrow account
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| 08/03/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Newres-Shellpoint was the original loan servicer.
Newres transferred the loan to XXXX XXXX XXXX in XX/XX/XXXX.
At the time of the loan transfer from Newres to XXXX XXXX, Mr. XXXX was beginning a 90-day, covid-related forbearance. That placed the loan in forbearance for XXXX, XXXX, and XX/XX/XXXX.
The loan, now with XXXX XXXX, came out of forbearance on XX/XX/XXXX, and Mr. XXXX paid XXXX XXXX {$15000.00} - 3 MONTHS OF LOAN PAYMENTS PURSUANT TO THE FORBEARANCE. That is how the covid-related forbearances work. You get a break for 90 days and then at the end of your forbearance, you catch up.
In a recorded telephone conversation with the representative of XXXX XXXX, they clearly state XXXX XXXX XXXX " honored '' Mr. XXXX 's 90-day forbearance in process by Newres=Shellpoint in XX/XX/XXXX.
On XX/XX/XXXX XXXX XXXX XXXX sent Mr. XXXX an email addressing the late payment reporting confirming the forbearance " was inflight '' during the transfer from Newres to XXXX, which again the transfer of the loan began in XX/XX/XXXX.
First of all, the inconsistency in the NewRes-She reporting on this report is obvious. NewRes reported the late payment for XX/XX/XXXX in XX/XX/XXXX when they no longer owned the loan. This is evidenced by the reporting of XXXX XXXX on page 1 of the XXXX XXXX report which shows they owned the loan as of XX/XX/XXXX and reported " As Agreed '' for 7 months.
The other notably inconsistent reporting on the XXXX XXXX document by Newres is that on XX/XX/XXXX they were reporting a 60 day late payment, when in fact we are talking about 1 month ( XX/XX/XXXX ). How can the late payment from XX/XX/XXXX, which would not be late until XX/XX/XXXX be late 60 days late on XX/XX/XXXX? The answer is that is impossible and it is not 60 days late - a false reporting by Newres. It is our strenuous allegation that Newres reported to the late payment to get a deal on the loan transfer, and that is not a coincidence that the late payment reporting crosses over with the XXXX obtaining the loan, which they XXXX agrees was in forbearance when the transfer of the loan began in XX/XX/XXXX. Mr. XXXX is prepared to take legal action against Newres under the fair debt collection act for the false reporting of his mortgage payments in XX/XX/XXXX.
Again, the Derogatory Summary of the XXXX XXXX report is misrepresented by Newres.
Notwithstanding that the above in that ( a ) Newres sold the loan to XXXX while in forbearance, ( b ) that an inaccurate late payment reporting is beneficial to the lenders in this industry, and it obvious from the paper trail that the late reporting occurred during a forbearance and transfer of the loan to a new servicer, Newres is not credible in its reporting simply for misrepresenting a 60-day late payment, when Newres itself verified that late payments are not reported until after the last day of the month, and the only late payment is XX/XX/XXXX and the late payment is reported on XX/XX/XXXX - 17 days, NOT 60! Therefore Newres is not a credible reporter and their reporting should be scrutinized and ignored.
on or about XX/XX/XXXX, XXXX pulled his individual credit reports directly from Experian, Equifax and Transunion. None of the XXXX major reporting bureaus have evidence of a late payment as purportedly reported by XXXX for XX/XX/XXXX. All three credit reports were emailed to you on XX/XX/XXXX. These reports all verify the XXXX forbearance in place for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
The attached XX/XX/XXXX is an XXXX forbearance form letter. The Covid19 mortgage pause forbearances are regularly 90 days. For example, in XX/XX/XXXX, XXXX called XXXX for a current forbearance. The form letter was generated immediately ( day of the call ), confirming terms of the plan : begin date, retroactive to XX/XX/XXXX, end date XX/XX/XXXX, plan term 3 months, with a XXXX payment required during the 3-month term. The previous forbearance with XXXX occurred the same way : Call made to Newres on XX/XX/XXXX ( confirmed by XXXX during call on XX/XX/XXXX. Forbearance retroactive to XX/XX/XXXX. However, in XXXX 's case, Newres transfers the loan and XXXX honors the 90-day forbearance, as confirmed in audio of XX/XX/XXXX.
XXXX 's XX/XX/XXXX mortgage statement shows the 3 months of payments related to the forbearance made on XX/XX/XXXX, curing the forbearance of 3 months. This payment is consistent with the terms of the 90-forbearance started with Newres in XX/XX/XXXX, transferred and honored by XXXX when the loan was sold/transferred, and completed pursuant to the forbearance terms.
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| 08/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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NewRez Shellpoint has made numerous attempts to force foreclosure on my property, beginning with buying NewPenn and this loan, changing details like due date and amount due to build up late fee charges, they have unethical watch dogs on insurance and tax accounts. I was fortunate to catch the first attempt of escrowing my homeowners insurance. Unfortunately I did not realize the lengths they would go to with the property tax : [ Begin correspondence ] This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ).
I am writing to : Request removal of the unauthorized escrow placed on my account XX/XX/XXXX I have sent 3 previous written requests since XXXX which have not been acknowledged. I have spent countless hours on the phone with your collection agents and can not reach a loan service representative no matter who I speak to or which of the three numbers listed on your correspondences. In fact, your demand-for-payment letter specifically says to call XXXX XXXX XXXX ext XXXX. I have called multiple times and each operator tells me the extension does not exist in your system.
I have requested supervisor intervention calls multiple times and still have not spoken to anyone other than collection agents.
This situation NewRezShellpoint has created has escalated into a concerning domino effect throughout the payment process for both my mortgage and my property taxes, even as my scheduled principal and interest payments payments continue to be posted.
I payed my taxes in XXXX last year and miscalculated by {$140.00}. By XXXX I had payed the shortage {$150.00}.
In the mean time, without my authorization, your agent, XXXX, hijacked my property tax account, they entered the XXXX County property tax website and changed the billing address from my address to their address. This means all requests for payment and refunds of over-payments ( the refund of my payment of {$150.00} ) was sent to XXXX address. I was never notified that this occurred and have not gotten any credit on my account for the {$150.00} payment.
As my tax payments are scheduled over 18 months in advance, my first half payments due XX/XX/XXXX were made. Unknown to me, your agent made a payment as well, meaning that my FULL YEAR TAXES ARE PAID. And, I have repaid that tax payment to NewRez.
Now the mortgage, tax and my checking accounts are completely out of sync and NewRez wants payment for future tax payments that won't exist. I request to speak to a loan service officer to resolve the following : A ) Audit my account payments, B ) Back out the unauthorized escrow and any consequential fees incurred since its inception, C ) Calculate the payments required to return my monthly mortgage payment to its original contracted cost of {$600.00}.
D. ) end the escrow account [ End ] All of my requests were either ignored or finally, with one phone call to them, denied. After hanging up from that call, I immediately received a text telling me that I had requested a stop to all text message notifications. ( i had not ) I have not been able to get notifications turned back on.
All email correspondence was also turned off on my account. The website would not let me restart either myself, I had to make more calls to get emails turned back on. However other than the incorrect payout report, I have received nothing by email.
The intent of this process by NewRezShellpoint is clearly and attempt to force foreclosure on my property. because of their unethical business practices, as well as the many, many reviews with complaints similar to mine, I have decided to " simply '' pay off the loan. I requested an itemized payout report sent via mail and email. The report sent by email was incorrect, now It has been over a week of back and forth with many calls and call backs ( losing my cool too many times to be healthy ) due to disconnects. I still, XX/XX/XXXX, after 3 requests have not received a payout report by mail.
I DID receive a LOSS MITIGATION packet, quite the opposite of my requested payout report. I attempted for two hours to reach my SPOC with no luck. After over 2 hours of phone calls, and multiple disconnects, ( read hangups ) i finally got to a loss mitigation rep. All he could do was verify my address phone and email, then said, " the report is in the mail '' To be honest, my concern at this time is that they wont recognize a payout and I will lose this house. Before this company bought my loan, I was in good standing with credit score of 715+ give or take a couple of questionable medical bills
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| 10/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I contacted New Rez/New Penn because they charge me with a late fee on my mortgage. My mortgage is due on the XXXX of the month and XX/XX/XXXX was a Sunday, so they received my payment electronically on XX/XX/XXXX ( Per my bank ). I spoke to XXXX XXXX who sounded annoyed with me because I was complaining about the late fee, he gave me the run around so I told him that I would like to speak to his supervisor. Mr. XXXX put me on hold and then came back on the phone and told me that his Supervisor Mr. XXXX said that he will waived the late fee of {$26.00} for me and I should just go ahead and pay my regular XX/XX/XXXXmortgage payment of {$2800.00}. Mr. XXXX also told me that his supervisor said that I should send an email to loan servicing to request the {$38.00} that they had already taken off my prepayment for the late fee. He told me to request the {$64.00} in the email which is the total amount of the late charges because Mr. XXXX will waived the {$26.00} and its up to the loan servicing to waive the {$38.00}. I sent the email as I was told.
I got my XX/XX/XXXX mortgage statement and the {$26.00} was still showing up on my statement which rolled over from XX/XX/XXXX. I called New Rez/New Penn again on XX/XX/XXXX and spoke to XXXX XXXX who confirmed to me that the {$26.00} was waived on my account. She told me to just pay my XX/XX/XXXX regular payment of {$2800.00} which again I followed instructions and made my XX/XX/XXXX statement payment as I was instructed.
My XX/XX/XXXX statement came and again there was the {$26.00} again ( I paid {$0.00} over in XX/XX/XXXX ). So I called New Rez/New Penn on XX/XX/XXXX and spoke to XXXX and ask her why the late fee keeps on rolling when I was told over and over again that it was waived. She told me just pay my regular monthly payment and she will talk to her supervisor Mr. XXXX as to why the late fee was not waived when it was supposed to be waived in XX/XX/XXXX. She said I will receive a phone call from Mr. XXXX within 48 hours. I have yet to receive a phone call from Mr. XXXX as of the date of this complaint.
On XX/XX/2019 I received my XX/XX/XXXX statement and again the {$26.00} ( I paid {$0.00} in XX/XX/XXXX ) shows up on my statement. I called New Rez/New Penn and I spoke to XXXX, I explain to him about the {$26.00} that keeps rolling on from XX/XX/XXXX. Well here was the shocker, XXXX told me that my claim was denied on XX/XX/XXXX and that I should email loan servicing again to dispute the late fee and there is nothing he or his supervisors could do for me. I confirmed the email address and told XXXX how upset and disgusted I was with New Rez/ New Penn . I was shocked and appalled because I called New Rez/New Penn on XX/XX/XXXX and XX/XX/XXXX and was not told my claimed was deny. I was told that the {$26.00} was waived over and over again. They still have not kept their word because the late fee is still carrying over into my XX/XX/XXXXand XX/XX/XXXX statements.
Since New Rez/New Penn took over the servicing of my loan its been a nightmare. I have had my mortgage for nine years and has never been late. When I refinance my loan with XXXX XXXX I specifically ask the agent Mr. XXXX about the grace period falling on a weekend and he specifically told me that the payment will be due on the next business day and I will not be hit with a late fee. I am now strongly believing that was only said to secure my loan which was very manipulative. The reason I always ask that questions is because I get paid twice a month and so I set up my payment around that time.
New Rez/New Penn is set up to destroy peoples credit so they can charge exorbitant fees for the mortgages that they are servicing. I dont understand why I was told over and over again that they waived the later fee, which they should not have charge in the first place, when they knew it was not waived. Why lied to your customers. Their customer service agent is terrible, XXXX, XXXX and XXXX had bad attitudes and no customer skills. I was even laughed at, when I was venting my frustration with XXXX. I have to give kudos to XXXX he was the only one that had customer service skills. I suspects he will not last long at New Rez/New Penn because their customer service is lacking in every which way. New Rez/New Penn encourages their agents to give out misleading information to their mortgage servicing clients causing us to have mental anguish. This company should be seriously investigated due to its deception, manipulation and outright dishonestly.
Dissatisfy and Outrage XXXX from New Jersey
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| 06/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Please note : This is the second Consumer Finance Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The facts are as follows : I am an XXXX in XXXX, Georgia. My office closed a refinance transaction for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX. The client 's property is identified as XXXX XXXX XXXX XXXX, XXXX, GA XXXX. The collateral on the mortgage loan was the real property and a XXXX XXXX Manufactured Home. The lender who was paid off in conjunction with her refinance transaction was Shellpoint Mortgage.
The loan number with Shellpoint in conjunction with her refinance that was paid off was # XXXX.
As I noted in my prior complaint, my office remitted payoff funds on XX/XX/XXXX, upon the expiration of clients three day right of recission. We enclosed was copy of the payoff letter sent by my office, which provided very specific instructions regarding cancellation, and the delivery of the manufactured home title to our office.
It was my expectation that Shellpoint might not have the actual manufactured home title, as the records of the Office of the Clerk of Superior Court of XXXX XXXX, Georgia reflect that the initial mortgage was with XXXX, and had been transferred and assigned multiple times since originally taken out, eventually being held by Shellpoint. ( I attached copies of the assignment to Shellpoint, and the other documents on record with the Clerk ). The security deed has now been marked cancelled of record, but this is not all that is required, as the manufactured home title also reflects a lien. Our correspondence had further advised that in order to obtain the replacement title, and secure the new lender in the property, that a signed Georgia Department of Motor Vehicles T-4 form, releasing the lien against title, needed to be signed and returned to us in the event that Shellpoint did not have the physical title to send to us. With the T-4 release, our office should be able to obtain a replacement ittle for the client. However, we can not do this without a signed T-4. The T-4 was also included with our correspondence to Shellpoint.
In response to the first Consumer Finance Protection Bureau Complaint, Shellpoint responded that as lender, they did not have an interest in the manufactured home located on the property. This did not make sense, as there are no stick built improvements on the property, and the sole residence thereon is the manufactured home. The type of loan paid off would not be the type of the loan for which there are not improvements as part of the collateral. However, I have not been able to follow up until now, as it has taken several additional months to obtain lienholder information from the Georgia Department of Motor Vehicles for the manufactured home title.
I now enclose a copy of that information obtained from the Georgia Department of Motor Vehicles. As NOTED AND HIGHLIGHTED on that printout, the lienholder is Greentree Financial Corporation. Green Tree is the direct predecessor in the line of title to to NewRez, LLC d/b/a Shellpoint Mortgage Servicing.
I once again enclose copies of the assignments of this loan from the records of the XXXX XXXX Clerk of Court : XXXX Mortgage assigned the loan to XXXX XXXX XXXX XXXX XXXX ; which assigned the loan to GreenTree ; which as DiTech Financial f/k/a Green Treet then assigned the loan to NewRez d/b/a Shellpoint.
I would also further note that according to what I have been able to find on the internet, Green Tree became Ditech Financial LLC on XX/XX/XXXX. I would further note that NewRez LLC ( which operates the d/b/a Shellpoint Mortgage Servicing ) acquired the assets of Ditech Financial LLC according to the NewRez announcement of XX/XX/XXXX.
XXXX XXXX XXXX The lienholder section of the manufactured home, the assignment of records at the XXXX XXXX XXXX Georgia Courthouse XXXX and the corporate history of NewRez d/b/a Shellpoint all reflect that as the successor in interest to Green Tree ; that the proper entity to execute the T-4 Lien Release of the Manufactured Home is New Rez d/b/a Shellpoint as successor in interest to Green Tree.
I would appreciate the prompt release of this lien such that the borrower may obtain her manufactured home title. A T-4 Lien Release is once again enclosed as part of this documentation. The T-4 Lien Release ( enclosed ) may be sent to my office via US Mail at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, GA XXXX or via overnight delivery to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX
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| 11/18/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Dear Consumer Financial Protection Bureau I am writing to dispute the following information appearing on my credit bureau reports for XXXX, XXXX and Experian consumer report for XX/XX/XXXX. This information was provided by Shellpoint ( NewRez ) concerning my mortgage payments.
Contact information for Shellpoint ( NewRez ) Mortgage Servicing is : phone no. : XXXX hours of operation : Monday-Friday XXXX Saturday XXXX XXXX address : NewRez LLC dba Shellpoint Mortgage Servicing XXXX NMLS ID : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX NMLS ID # XXXX The current status of my account is not correct. My credit report shows that according to Shellpoint, I was late making my XX/XX/XXXX payment. I made this payment on time ( see attachment # 1. showing my bank statement with NewRez Shellpoint cashing the check on XXXX XXXX, XXXX. My payment is not considered late until it is received after the XXXX of the month. My XXXX, XXXX payment would have been sent in earlier in the month but I had to spend the early part of XXXX in many phone conversations with Shellpoint and NewRez trying to resolve a real estate tax issue. I have not been late with payments to Shellpoint ( NewRez ) or Ditech. ( Ditech sold my account to NewRez ( Shellpoint ) ). See attachment # 2. showing my payment history provided by XXXX XXXX XXXX XXXX
Concerning my XXXX, XXXX mortgage payment, Shellpoint ( NewRez ) knowingly and wrongfully included additional new charges for real estate taxes in which I am exempt. Shellpoint ( NewRez ) did this with full knowledge that I was exempt from real estate taxes as indicated by records maintained by Shellpoint ( NewRez ). This wrongful and willful action taken by Shellpoint ( NewRez ) caused my XXXX, XXXX mortgage payment to increase by about {$900.00}.
I attempted to resolve this real estate tax issue on XXXX XXXX, XXXX by notifying Shellpoint ( NewRez ) of their error via a phone conversation and faxed them a copy of my real estate tax exemption status for year XXXX. See attachment # 3. showing fax sent to Shellpoint ( NewRez ) dated XXXX XXXX, XXXX including my Real Estate exemption certification. See also, attachment # 4. showing the XXXX through XXXX, XXXX mortgage statements. Please take note of the nearly {$900.00}. increase from XXXX, XXXX to XXXX, XXXX due to Shellpoint ( NewRez ) 's erroneous charge for real estate taxes.
According to several Shellpoint ( NewRez ) representatives I've talked to, Shellpoint ( NewRez ) records show that I have been exempt from real estate taxes but for reasons not provided to me, Shellpoint ( NewRez ) decided to start billing me for real estate taxes beginning XXXX, XXXX. My personal records show I have been exempt from real estate taxes since XXXX. See attachment # 5 showing a several year history of my real estate tax exemptions. My current real estate tax exemption continues until XX/XX/XXXX. I have never before been charged for real estate taxes in past months by Shellpoint ( NewRez ) or Ditech which sold my mortgage to NewRez.
For my XXXX, XXXX mortgage payment, I paid {$1000.00} which was the amount I was told to pay by a Shellpoint ( NewRez ) representative on XXXX XXXX, XXXX during a phone conversation. Shellpoint ( NewRez ) records phone conversations so there should be a phone record of this conversation. Even though I provided proof to Shellpoint ( NewRez ) on XXXX XXXX, XXXX that I was exempt from real estate taxes, Shellpoint continued to identify my payment as a partial payment because the payment did not include real estate taxes. Shellpoint ( NewRez ) then notified the Credit Bureau that I had made a late payment for XXXX, XXXX because it did not include real estate taxes.
I made my XXXX, XXXX mortgage payment to NewRez Shellpoint which I am contractually obligated to do. This payment was made on time. Since then, Shellpoint has corrected my mortgage payment so it does not include a charge for real estate taxes and refunded a late payment charge. See attachment # 6. showing my new normal payment and refund of the late charge. However, for the last 90 days, Shellpoint ( NewRez ) has failed to take action to delete the 30 days late payment notice for XXXX, XXXX which they sent to the credit bureaus.
Shellpoint must delete this late payment notice on all credit bureaus which they have allowed to persist for over 60 days. See attachment # XXXX showing the late payment notice appearing at XXXX XXXX and the damage done to my FICO score.
Please see enclosed attachments.
Thank you for your assistance.
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| 05/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX This is a follow up complaint to my original compliant that I file on XX/XX/XXXX, which I though was resolved due to the response that NewRez/New Penn/ShellPoint gave to CFPB and the XXXX XXXX XXXX. Now I am asking the CFPB to reopen my original complaint because NewRez did not keep their promise. On my original complaint NewRez claimed that they will allocate the " late fee '' that they assessed on my mortgage to my principal and that would be completed by XX/XX/XXXX per their letter dated XX/XX/XXXX from NewRez Compliance Department signed by XXXX XXXX. Just for the record, I had my mortgage for almost 9 years and I have never been late until this predatory company took over servicing my loan and claiming that I was late.
I received my XX/XX/XXXX mortgage statement and I noticed that the late fee of {$26.00} that Mr. XXXX claimed that was waived and was supposed to go to my principal and should be completed by XX/XX/XXXX was still on my XX/XX/XXXX mortgage statement. They reversed the fee in XXXX and put it right back in my XXXX statement.
As always I called NewRez on XX/XX/XXXX and spoke to XXXX XXXX ( Yes thats what she told me her name was ). XXXX told me to just go ahead and make my regulate payment of {$2800.00}, she said that she saw exactly what was going on with my account and she will put notes on my account to have the late fee removed. ( Same old story that I have been told since XX/XX/XXXX ). XXXX told me that in the process of NewRez removing the late fee from my account, the system applied {$35.00} to my account and that she sent an email to her supervisor XXXX to remove the fees. ( Just another Lie ) I received my XXXX mortgage statement and again the late fee and system error ( See above ) was on my statement, so on XX/XX/XXXX I called NewRez Compliance Department ( XXXX ) XXXX and left a detail message for XXXX XXXX, I have yet to receive a return call from Mr. XXXX.
My XXXX, XXXX and XX/XX/XXXX statements all have the late fee system error that NewRez claimed was waived appearing on them. I called NewRez on XX/XX/XXXX and spoke to XXXX XXXX who told me that I will see on my XXXX statement the late fee that was charge will be applied to my principal ( Same old lie ), XXXX told me that she will send correspondence to her supervisor to waive all late charges and that I should only pay my regular monthly payment. I told XXXX thats what I have been told since XX/XX/XXXX and that the late fee is still showing on my account. XXXX got annoyed with me and was trying her best to get me off the phone. I also called and left a message for the compliance Department leaving another detail message for XXXX XXXX, again no return call from him.
On XX/XX/XXXX I again called NewRez and spoke to XXXX XXXX because I got my XXXX mortgage statement and as always the late charge system error was still on my statement, it was supposed to be taken off per XXXX ( See above ). As always I went through the process with XXXX and I must say she sounded sympathetic and she transfer me to her supervisor XXXX who was not nice at all. XXXX claimed that the only note on my account was one from XX/XX/XXXX and that NewRez deny removing the late fee on my account ( Does not surprise me ). But here is the one that took the cake, XXXX told me that I sound like a nice lady and I maybe telling the truth but she claimed that NewRez does not have any record of a letter from their Compliance Department on my file and that I should file a new claim because my claim was denied and that I need to email or fax NewRez the letter that I got from NewRez Compliance Department so they can open up a file to review my account. Are you XXXX kidding me!
Since this predatory company took over my loan in XXXX its been XXXX on Earth for my family, I did not go looking for them they found me because my loan was transfer to them. Its been one lie after another. They would refund the so called late fee/system error one month and then the following month its back on as another late fee/system error. I just want that latefee/system error to be eradicated off my mortgage.
I really think that the State of NJ needs to take a hard look at this company and revoke their license. Newrez is deceitful and is a scam artist in disguise. NewRez is a horrible horrible company. And please don't let me start on their customer service, its worst than a rotten egg.
I do not recommend anyone doing business with this company. Shame on NewRez/New Penn/ShellPoint.
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| 07/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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I have mailed DITECH FINANCIAL LLC XXXX letters requesting an investigation into my mortgage account and requesting a correction of the wrong and very negative information they have reported to XXXX, XXXX, and XXXX.
I have been trying to get answers from DITECH since XX/XX/XXXX. The last letter I mailed to them was XX/XX/XXXX. I have received absolutely NO RESPONSE AT ALL.
I have not had anything corrected on my credit report and no investigation report or explanation as to why they believe the information is accurate.
I cant even get an accounting of my mortgage from them. DITECH nearly made me lose my home through foreclosure. I wanted to modify my mortgage in XXXX but I was told that they only modified loans if I was behind on my payments. I was told that once I was 3 months late I could apply for a loan modification. I did as I was told and was placed on a trial LOAN MODIFICATION in XX/XX/XXXX.
After 3 months I was told I did not qualify and sent a NEW PACKET and had to RESTART the PROCESS. I started the process over and then placed on a 7 month loan modification but during the loan modification I was getting notices that my home was about to be foreclosed. Again I was told to restart. During XXXX I started getting generic letters from what looked like Bankruptcy lawyers and tons of real estate agent 's flyers asking if I wanted help with selling my home before foreclosure. Or promising me MORE TIME to save my house. I was desperate!
In XXXX, I was told I wasnt making my payments even though I WAS making the payments. I called DITECH almost every day and waited hours just to talk to someone every representative would give me different information and at the end of the conversation nothing was resolved. I hired what seemed to be an attorney but later I found out they were document preparers, anyway they promised to help me modify my mortgage. I paid them {$320.00} to start and sent them all my documents but everytime I called to ask for the status they would brush me off.
I was strung along from XX/XX/XXXX to XX/XX/XXXX, by DITECH, document preparers, lawyers and real estate agents all who knew I was desperate to save my house.
In XX/XX/XXXX I called one of the attorneys who mailed a letter to my house saying they could help me stop foreclosure but they wanted {$5000.00}. I called this real estate agent that if I paid them {$700.00} and they offered to " walk me through '' filing XXXX XXXX. They helped me fill out the XXXX XXXX documents but I was told I had to say noone helped me and I was told I couldnt say I paid anyone since they were just showing me " how to do it '' and they warned that if I told the court, XXXX CA Bankruptcy court, they would dismiss my case. They were so shady that after I submitted the application, I was scared to commit fraud so I did not pursue the application for XXXX XXXX.
DITECH has left me desperate and without answers. I almost lost my home because of them and STILL, I HAVE NO ANSWERS.
Why were they reporting me as not making payments when I WAS MAKING PAYMENTS?
Where were my payments going? Why can't I get a summary of my payments made / HISTORY of PAYMENTS RECEIVED from them? AND LASTLY, the record that I do have access to is my credit reports. Why were they reporting this inaccurate information to Credit Bureaus?
Ditech has failed to fully and properly investigate my disputes that my payments were not made. They have left me in the dark about the accounting of my mortgage. They have reported negative information about me to XXXX, XXXX, and XXXX even though they KNOW that this information is INACCURATE and still have failed to correct this information.
I was making all my payments until they said I had to be XXXX payments / months behind to start a LOAN MODIFICATION so XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I did not send my mortgage payment so that I could start the process and get a lower payment.
I made ALL MY PAYMENTS after that.
I cant get anyone at DITECH to help me clear this off my credit report and explain why they almost made me lose my house by reporting that I wasnt making my payments when I was!
The payment history is incorrect.
Late payments ARE REPORTED INACCURATELY AS LATE! PLEASE DELETE THEM : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX 2016
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| 09/08/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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NEW RES-SHELLPOINT MTG XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Late payments The dates associated with payments not made on time for the account XX/XX/XXXX XXXX. Shellpoint took over my loan from XXXX XXXX I was not notified by either parties and was not aware that the loan was sold to said company. I was only informed by the company when i was late on the payment.
2. Loan was moved from XXXX to Shellpoint Mtg on XX/XX/XXXX.
3. I was setup with auto pay with XXXX XXXX and paperless communication and billing with XXXX I opt out of receiving mail due to the fact that we get a significant amount of spam and junk mail.
4. When with XXXX I was never late on my payment going back to XXXX when I signed the loan.
5. Shellpoint did not have my correct contact phone number and was contacting office fax number since start of loan the number they had was XXXX the correct communication number is XXXX.
6. Loan was paid in XXXX and an auto draft form was sent to shellpoint for draft date of XX/XX/XXXX via mail.
7. Office went in and paid invoice when we were contacted about a late payment on XX/XX/XXXX.
8. After sending the auto draft form in to Shellpoint and addressing to XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX with a date to draft on the XXXX we paid the bill for XXXX because the form stated that You must make a request in writing to Shellpoint 14 days in advance of a scheduled drafting date.
9. I have requested all phone calls and emails made to and from Shellpoint on account XXXX be sent to me via mail or email on XXXX XXXX XXXX today is XX/XX/XXXX and I still have not received this information.
10. From XX/XX/XXXX present I was informed that the late fee will be removed from my account after several follow up calls shellpoint staff informed me that there are no current late fees from any months with Shellpoint. All phone calls to shellpoint servicing and conversations with their staff have been requested to provide proof of my conversations with Shellpoint. I was advised that there is nothing I can do and that they are done talking about this. And that they will look into this but it will end there and they will not contact me back about their findings because they are not obligated to do so.
11. After my second failed dispute I contacted Shellpoint on XX/XX/XXXX about the failed dispute the employee advised that this was not on their end and to contact the credit beaur to dispute the transaction.
12. Rather than starting another dispute I contacted the credit bureau directly and they went out side the norms due to the miscommunication and contacted shellpoint directly. When the credit bureau contacted shellpoint they provided different information that they provided me for months. I hope that you can pull all conversations with this company to proved this information. As I was denied this information and the supervisor explained that there is no one above him and his decision is final.
13. After speaking with a supervisor twice and calling back the 3rd time to get more information. I was told that the supervisor was not available and could not talk to me. I told the rep that I would wait as long as I have to on the phone until they are available and then was sent to customer service which could not help me..
14. I tried to explain to shellpoint after I discovered that the form was filled out and sent to them, they explained to me that it was not received and that its not their fault that they did not receive the form.
15. After discovering this information a new form was submitted for a draft day of the XXXX of each month and this was applied in XXXX to take effect in XX/XX/XXXX.
16. Shellpoint supervisors told me that whatever their employees told me over the several months that it did not matter. How can I have full faith in an institution that does not back what their employees are telling me.
17. Why were they providing me with false information for over 7 8 months and only when I get the credit bureau involved is when they changed their answer to if this was removed from my account.
18. Attached please find the from sent out on XX/XX/XXXX with envelope and addressee 19. Please ask supervisors if I was told by their staff countless times that his was removed from my account over and over again. They advised me that they will listen to the conversations.
20. Why was this removed from XXXX and XXXX and remained on XXXX after the last conversation about this removal with Shellpoint staff.
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| 02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Hello, This is a follow up to complaint filed XXXXXXXX XXXX XXXXXXXX. I had applied for a loan modification with this company.
I noticed I did not submit documentation with this complaint the last time I filed and I am now attaching documentation to this new complaint. Additionally new information was introduced by the company that raised new issues for this new complaint.
On or about XXXX I filed for XXXX XXXX XXXX while with a different mortgage servicer named XXXX XXXXXXXX XXXX XXXX I have a fixed rate and at the time the payment amount was XXXX I received a notice from that servicer that the Mortgage was being transferred to another servicer named XXXX XXXX XXXXXXXX XXXX and the payments to that original servicer would be honored un until XX/XX/XXXX ( attached ) this notice stated I would receive all payment info via mail but did not receive it until on or about XXXX.
On or about XXXX that mortgage company filed a claim of " Pre-petition arreage '' even though I could not make payments over the phone back in XXXX, XXXX due to my bankruptcy status and the online account could not be set up yet.
After that Hearing I had to make payments towards that " arreage '' amount of XXXX.
Shorty after that the loan was transferred again to New Rez that account was activated on or about XXXX As I continued making payments now to this new servicer, the payments went up to XXXX with " New Rez/Shellpoint '' and then shortly after that it went up to XXXX with " New Rez '' although I am on fixed mortgage.
I am continuing to make payments towards the mortgage and " arreages '' now via this " New Rez/Shellpoint. '' all of which was paid by the Bankruptcy Trustee in the following order : Check XXXX, XX/XX/XXXX, {$180.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$130.00}.
*see attached document sent by my Bankruptcy attorney " Trustee payments 1 and 2 ( redacted ). '' for a total of XXXX.
fast forward to on or about XX/XX/XXXX I applied for the forbearance offered via the " Cares Act. '' Throughout the act I continue getting statements which I am told was in violation of the act. This whole time this mortgages company is beating the drum of unpaid arreages.
On or about the end of XX/XX/XXXX as that forbearance period came to an end I applied for a loan modification. My last complaint alleged what happened with that and I am re-alleging herein as well ( attached ).
In their response to the loan modification complaint New Rez alleges they sent it to my attorney but I had already submitted documentations showing an authorization was forwarded to their company to they could communicate with me directly ( also attached ).
On or about XXXX, XX/XX/XXXX I filed my CFPB complaint. What I did not include in the complaint were several letters sent to " New Rez '' regarding the loan modification to which I did not receive a response ( attached ).
On or about XX/XX/XXXX " New Rez/Shellpoint responded to that complaint.
On or about XX/XX/XXXX with the help of a loan counselor calling to ask them what was going on, the company made an offer to the loan offer to the loan counselor. The counselor then assisted me in requesting the offer in writing ( attached ) but they would not reply.
During this response the company sent a letter letter informing me that I may have " rights. '' In the same letter the company provided a XXXX XXXX XXXX XXXXXXXX XXXX XXXX. However prior to that their statements always read XXXX XXXX XXXX XXXX XXXX XXXXXXXX. And during the latter part of the Load Mod request the address read a different address of XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. Recently They fully switched the address to the XXXX XXXXXXXX XXXX XXXXXXXX address ( see all attached statements ). The new XX/XX/XXXX statement shows several waived inspection fees... Another reason why I need the notice of error/information request. I need to see what is going on with my account because I have about had it.
Due to continued discrepancies on the billing, on or about XX/XX/XXXX I sent a notice of error request to the mortgaging company ( attached ).
Another request was submitted XX/XX/XXXX, ( attached ) a new request was sent XX/XX/XXXX ( attached ) and the last notice of error request for information was sent XX/XX/XXXX.
nothing has been received from this mortgage servicer.
|
| 11/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Im formally registering a complaint regarding Shellpoints continued issues related to placing forced-place insurance on my property located at in XXXX XXXX XXXX XXXX XXXX I have previously registered a complaint ( Complaint Number XXXX ) regarding this firms random practices in erroneously placing forced place insurance. With that former complaint, a response letter was provided by the company at that time ( in XXXX ) which noted that the materials I sent were only for coverage for the outside of the building and yet, refunded me over {$1500.00} for charging the insurance unnecessarily.
Issue : Unnecessary forced-place insurance Apparently, only after seeing an updated bill, this company has been charging me with forced- place insurance since sometime in XXXX. I have had this property since XXXX and pay using automatic withdrawal. I have been current since inception and have impeccable credit. I also have multiple properties with multiple mortgages serviced by multiple servicers and I have never had the experience I have when dealing with Shellpoints substandard service, and quite frankly, disregard for the law.
I contacted Shellpoints team today, XX/XX/XXXX to get a full reconciliation of what Shellpoint has been charging me since their customer service department stated I have been charged a forced-place policy on and off over XXXX. I was told it was reversed in XXXX and put back on again later this yeard. Why such random dates? What was the rationale? AGAIN, no separate correspondence telling me why this was being done.
I again, separately sent the declaration page to Shellpoint in XX/XX/XXXX. This customer service representative was helpfuland said I really should speak with the insurance department and subsequently transferred me to the insurance department. The insurance department person was abysmal. I explained how frustrated I have been with Shellpoints random charges and I need a full reconciliation/statement of charges so I can attach it here in the complaint, as well as understand how much more money the company has been charging me. The representative XXXX XXXX? ) was intentionally unresponsive stating that since this has been charged in XXXX, I received statements that show the amount. Pull a recording of my call it is all there. I asked if she thinks its best for me to go back into mail from a year ago ( Im on ACH-I dont review each statement ) or would it be easier for her to print a history/reconciliation and send it to me. She just kept saying I received notices by mail and that I should have everything. Entirely unresponsive and not willing to assist. Unwilling to simply give me a history. Every single servicer with any expertise has a servicing system that can print out a history for applying payments, but she didnt want to accommodate the request. She insisted I go through my mail from over XXXX year ago. I further explained that I had previously filed a complaint with CFPB and plan to do it again, because this is an ongoing issue. Nothing. I also said she can simply print an activity screen now or print one for her manager when he/she has to prepare their formal response to the CFPB. This company is not solutions-oriented and the specialized customer service is very lacking.
A documented pattern of force placing insurance : This property is located in XXXX XXXX XXXX XXXX Each year, since this loan was transferred, I have had to send proof of hazard insurance. All of this started when the loan was service transferred ( XXXX XXXX owns the loan now ). My prior servicer accepted the materials I provided and NEVER had an issue prior to Shellpoint. As previously noted, in XXXX, Shellpoint force-placed insurance on this XXXX property and refunded me for having the property coverage charged when it shouldnt have been. In XXXX, insurance was force-placed again, for which time, I supplied the materials and again, they confirmed they received the information ( see email from XXXX XXXX XXXX XX/XX/XXXX ) and stated they cancel the forced place policy. This was during a pandemicwhen people were displacedand here they are charging people for insurance even though, all the while, I had coverage! And, yet again, in XXXX, in XXXX I sent the documents again via email to which I received a confirmation that stated the documents would be processed in 3-5 days. Never once was there a letter stating that the materials I sent were not even acceptable, even though they were acceptable in the past.
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| 03/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan is owned by XXXX XXXX, but now serviced by New Rez. Until summer XXXX my loan was serviced by XXXX XXXX. Home prices in our area are significantly higher than when we purchased over 2 years ago. As I was preparing to file the paperwork to request to drop PMI with XXXX, my loan servicer was switched to New Rez. I figured that I would need to get New Rezs version of the paperwork to drop PMI. Getting the paperwork took a considerable amount of time and energy, but I finally got the forms I needed to file to request to drop PMI with a BPO.
I filled out my paperwork and signed my check for the BPO around XX/XX/XXXX. From what I have been told the check was received around XX/XX/XXXX. According to my bank the check was cashed on XX/XX/XXXX. I filled out the New Rez paperwork as instructed, physically attached the check to the paperwork, and wrote BPO on the memo line of the check.
On XX/XX/XXXX I was concerned that I had not heard anything about the result of the BPO, so I emailed New Rez requesting and update. On XX/XX/XXXX almost two weeks later I called, because I still had not gotten a response to the email. I was informed by New Rez that my request to drop PMI was miss handled on the New Rez Side. They told me that the check had been put towards principal and not a BPO. They agreed that what happen was not right and were going to expedite a request for a BPO.
On XX/XX/XXXX I received a phone call from a Broker contracted by XXXX XXXX who was contracted by New Rez to complete the BPO. In that phone call I asked some general questions about how comparable properties would be selected. The Broker stated that he had many years of experience in my area and that land size is one of the biggest driving factors.
After receiving a denial to drop PMI, I requested a copy of his BPO for my records. On XX/XX/XXXX I received the copy of the BPO. To my surprise I notice that the Broker used 3 sales with land size ranging from 2.89 acres to 10.01 acres and three listings one with 40 acres, one with 5 acres, and one with 3.57 acres. I have a 35 acre property and none of the comparable properties received any adjustment for land size. That same day I emailed the Broker to ask why he said land size was one of the biggest driving factors, but made no adjustment for it. He stated that the form he was provided with did not allow for adjustments. He stated that it did not seem reasonable to have a form without room for adjustments. He said it is up to New Rez to assume the value added by the larger land size. He then stated that he thought I should appeal the result.
I was a was confused about why the form did not allow for adjustments that the Broker stated should be there. On XX/XX/XXXX I called XXXX XXXX to seek clarification. XXXX XXXX stated that there was a way to make adjustments, and the Broker was mistaken and must not have understood that. They stated that they could help the Broker with where on the form to make those adjustments, but only if New Rez would request in writing to have the mistake corrected. I then called New Rez and requested that they send a request to XXXX XXXX to have the mistake corrected. Per New Rezs direction, I sent that request in by email on XX/XX/XXXX. On XX/XX/XXXX I received a form letter which ignored the XX/XX/XXXX email and stated I could provide more comparable sales if I didnt like the ones provided in the BPO. I called and sought clarification from New Rez. I was told to send in a copy of the email conversation with the Broker that showed what he stated before. I then sent that email in.
On XX/XX/XXXX I had not received any response to the information sent in. I called New Rez and was informed that they had printed a letter the day before. I was read the letter over the phone. The letter again ignored the mistake by the Broker and stated that I did not meet the qualifications based on LTV.
I have been patient. I requested New Rezs version of paperwork. I have correctly filled out the New Rez paperwork request to drop PMI. I have provided the paperwork that was requested. New Rez has failed to treat me fairly. I am now out of pocket months worth of PMI payments. New Rez mishandled my BPO payment and now refuses to address the issue of a mistake by the Broker. It seems as though New Rez will do anything and everything to keep from dropping PMI on my loan. I am at my wits end and feel that I have no other option, but to file this complaint.
|
| 12/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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On XX/XX/2023 we got notification that our home loan was being bought by NewRez Mortgage Servicing LLC. On XX/XX/XXXX we received our first statement for XXXX from them stating amount due was {$0.00}. At this point, XXXX separate phone calls were made out of concern, to address the explanation of amount due and were told to wait until XX/XX/XXXX so that NewRez could have all the home loan information completely transferred over. Knowing our monthly dues were scheduled every month on the XXXX with the previous lender, we did not want to receive a late fee and proceeded to pay our usual scheduled monthly amount from our previous company. By XX/XX/XXXX, another call was placed to NewRez to verify what was going on with our account/amount due month to month. A XXXX states since we paid in XXXX the full amount, we were paid ahead until XXXX. At that point we would owe only {$480.00}. I verbalized frustration that this is absolutely not correct and state that our monthly mortgage payment should be the same every month and we should not be ahead of payments. The XXXX states they see assistance showing on their end which could mean the same thing as the buydown agreement that we were under contract with. This still doesnt make sense so call completed and separate call made, with same information portrayed. At this point, I send in previous loan statements from prior servicer plus closing documents with all information to our account online with NewRez, in hopes our monthly payment can be investigated and corrected. XXXX comes around and payment due still owes just {$480.00}. I make another call in hopes this would be corrected to our {$1700.00} agreed monthly payment with the previous lender, with no help. My husband then calls and speaks to XXXX who tells us that with our autopay, the {$480.00} will be pulled on the XXXX and if we want to pay the remainder of our usually payment over the phone ( {$1200.00} ), then the {$1700.00} will be paid in full. So we paid the {$1200.00}, then instead of autopay taking out {$480.00} on the XXXX, they took out {$2100.00}!!! We did not authorize this payment. So of course we called and demanded a refund, which they stated should take no longer than a week to process. This actually took XXXX weeks for them to return our money. After we receive the refund, the monthly payment showing on our account was corrected to the {$1700.00} a month. However, now since they issued our last refund we were delinquent in our account by a whole month. I call NewRez to discuss this and ask why now we are delinquent when we were told we were ahead of payments and they state there had been adjustments made to correct our monthly payment and this was the result. At this point, with no other options than paying double for their mistakes, I set up a payment plan to take our scheduled autopay on XX/XX/XXXX and then another payment to be drawn out XX/XX/XXXX so that we would be sufficient. By our scheduled auto pay date XX/XX/XXXX, no payment had been processed so I called to make a phone payment of {$1700.00}. Then a couple days go by and XX/XX/XXXX shows a second pulled payment of {$1700.00} from NewRez, not authorized! Another phone call was placed and I explained the situation and asked for a refund so that we could continue with making a payment on XX/XX/XXXX to make up for the supposed deficiency. They state they will expedite this refund and we will have it in XXXX. A week goes by and we have not received our money so another call was placed. This XXXX states we actually will not likely get our refund because then our account would show deficient again. I verbalize frustration that we are being lied to and taken advantage of and XXXX apologizes. Another week goes by and we did in fact get the refund, after XXXX weeks. Then, we receive a letter in the mail stating that we are going to be reported to the credit company if we dont make a full mortgage payment on that date. On XXXX first, we paid {$1700.00}, then our auto-pay date XX/XX/XXXX also pulled {$1700.00}. So this month we have paid double mortgages. As we also did last month before we were refunded after weeks. This is unjustifiable how our money is so carelessly thrown around with this company, along with all of the time and energy it has taken away from me and my family. We were left to pay back-pay for all of the months that they could not get corrected, even after countless phone calls, explanations, and disputes.
|
| 08/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
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I am writing regarding NewRez ' response to my recent complaint # XXXX. Unfortunately, the situation with NewRez further devolved even after my complaint was submitted to CFPB, indicating wanton carelessness, which unfortunately was completely expected.
Furthermore, NewRez chose not to address their poor user experience design in their response, which is a critical gap for a mortgage servicing company. This continues beyond the glitch I described in my original complaint. ( That issue with poor website design NewRez unfortunately but expectedly blamed on user error rather than poor user experience design, the true culprit. It was completely unhelpful in their response when they indicated I needed to hit " continue '' for the information to save. In fact, I did hit " continue '', and the information was not saved. Hence, we have my request to them to fix their glitchy website. ) These glitches continue. As of today, on XX/XX/XXXX, when I went to NewRez ' website, the site indicated my recurring payments were set up with my XXXX account and the next payment is to be debited on XX/XX/XXXX. However, NewRez also sent me a letter dated XX/XX/XXXX, which stated my autodraft payments had been canceled because " your financial institution was unable to locate your bank account ''. Hence, we have a website that contradicts a mailed letter and their own customer service representative ( on a call dated XX/XX/XXXX ). To pre-empt NewRez from blaming this on the bank updates I just completed, please note I have multiple screenshots across several days indicating this contradiction. NewRez ' customer service representative also indicated on XX/XX/XXXX that she would submit this part of my complaint to the internal system. Yet, here we are on XXXX, and the problem persists.
I'm concerned how much this feels like fee entrapment whereby NewRez intentionally causes confusion in the hopes of collecting more fees. Hence, I continually question how pervasive these issues are with this company and other consumers. A brief review of NewRez ' XXXX profile indicates that many, many other consumers are also struggling with their business model.
Furthermore, I wanted to highlight the poor delivery of customer service throughout this process. When I called on XX/XX/XXXX, I discussed with the customer service representative XXXX XXXX XXXX that the online payment on XX/XX/XXXX did not work because the request was mistakenly sent to XXXX, a long inactive account. However, during a call on XX/XX/XXXX, they contradict themselves and indicate it was the XXXX account that the bank couldn't find for the attempted payment on XX/XX/XXXX. In the response to my complaint, they contradict themselves again and say it was a form error on the website. On XX/XX/XXXX, I was also told that the reason my recurring payments were cancelled was because " the accounts didn't match up '', meaning since I paid via phone on XX/XX/XXXX with a different account, that the recurring debits were cancelled. Since this made very little sense, I continually challenged this and requested more information. Unfortunately, NewRez ' customer service representative did not maintain professionalism and began to take my attempts to extract accurate information about the mortgage on my home as personal attacks on her. This should not happen ever again. It very much feels like NewRez trains their customer service representative in antagonistic and aggressive tactics, much like a debt collector, which I suppose they are.
If given the opportunity, I would very much like to sever my business relationship with NewRez. Unfortunately, my loan was sold without my say or consent. Since the consumer is forced into this business relationship, the company should at least be required to maintain professionalism and give accurate information about the status of the mortgage at every interaction, whether on the phone or website. When NewRez does this, my complaint will be resolved. Until this happens, I will proceed to reopen new complaints until this is in fact resolved to my satisfaction.
Also, I'll point out that my original request was to have all fees assessed in XXXX refunded given the grave inconveniences, issues, and inaccuracies I've experienced throughout this process. NewRez has chosen not to do this and has decided to keep an additional {$50.00} beyond my mortgage. I think it's important to note the greed ever present in these interactions.
|
| 02/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Older American, Servicemember |
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In XXXX of XXXX, I made the decision to stop making payments on my home equity line of credit with XXXX XXXX XXXX. I had my first loan, and the 2nd loan ( home equity line of credit ). Prior to XXXX XXXX XXXX taking the loan it was with XXXX home loans in XXXX. I was finally able to get my first refinanced by Shell Mortgage in XX/XX/XXXX.
I continued to pay XXXX XXXX XXXXXXXX until XXXX of XXXX. I was advised by the representative at Shell Mortgage that I could stop making the payments and XXXX XXXX XXXX had no recourse other than to file a lien against my property as Shell Mortgage was the primary loan. XXXX XXXX XXXXXXXX started the process to foreclose on my home for XXXX. Shell Mortgage was well aware of this, as I called them each time I received a notice from XXXX XXXX XXXX. Shell Mortgage assured me that I had nothing to worry about. XXXX XXXX XXXXXXXX foreclosed on my home, after I had been living in my home since XX/XX/XXXX, I was forced to move out on XX/XX/XXXX. Shell Mortgage company allowed XXXX XXXX XXXXXXXX to foreclose on my home and sale it for XXXX, they took their XXXX and sent me a letter indicating that in an account I had {$130000.00}. I had to obtain a lawyer in order to keep Shell Mortgage from getting in of the money from the sale of my home.
I paid Shell Mortgage company payments on time, from the date of my loan until XXXX of XXXX because they indicated that XXXX XXXX XXXXXXXX could not take my home.
On XXXX XXXX, the sheriff put a note on my door which said that I had be out of the house before XX/XX/XXXX. I had to go to court, in order to get XXXX XXXX XXXXXXXX to allow me to stay in my home for one month. I paid XXXX XXXX XXXX XXXX to stay in my home for one month.
I had lived in my home since XX/XX/XXXX, recently added a new room, updated my kitchen, bathrooms, put in expensive hardwood flooring and was about to put on a new roof, when all this happened.
Shell Mortgage allowed XXXX XXXX XXXXXXXX to foreclose on my home for XXXX when I owed them at the time {$370000.00}. I trusted Shell Mortgage because they had much more to lose. My lawyer asked for the recorded conversations with the representatives and each time when I discussed the communication that I was getting from XXXX XXXX XXXX they assured me that XXXX XXXX XXXXXXXX did not have any rights to my home.
Not on credit report, Shell Mortgage is reporting that I owe them monthly mortgage payments. The most recent report indicates I am behind on my home loan by 28 months. I tried to get them to remove it, because the only way for this to be corrected would be for me to have continued sending them payments for a house that does not belong to Shell Mortgage. The house is gone, I have had to move in with a friend of mind, put all of my belongings in storage that is costing me a lot of money every month.
I want Shell Mortgage company late payments to be removed from my credit report.
I spoke to a loan officer and he instructed me to have my attorney that is representing me in my lawsuit against Shell Mortgage company to file something against them to get this taken off of my credit report. I pay my lawyer {$1000.00} a month since XXXX of XXXX, and I am not sure if it just a waste of money. It has been going on since XXXX of XXXX, and nothing has changed for me. this agency to let me know if what Shell Mortgage is correct.
In XXXX my credit score was XXXX and I was able to get a fairly decent loan with Shell Mortgage after dealing with XXXX XXXX XXXXXXXX since XXXX and my home was under water for over 9 years. Once I secured the loan with Shell Mortgage, I decided to address all the credit card debt that I had. I contacted XXXX XXXX XXXX and signed up for a 3 year program to have them negotiate my credit card debt. I was not planning on having to purchase anything major during the 3 years. My credit score went down as a result of this but I had no idea that I would be where I am now.
My husband is a 20 year retired veteran and he and I would like to use his VA benefits to purchase another home. The loan officer said that we would never be able to get a loan with the information that Shell Mortgage is reporting. They have ruined my life by allowing XXXX XXXX XXXXXXXX to take my home of thirty years for XXXX. Now they continue to ruin my life with the information that they are reporting on my credit report. It has got to end, and I need your help in getting taken of my credit report.
|
| 01/07/2021 |
Yes |
|
- Struggling to pay mortgage
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Web |
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My life was destroyed by my ex wife and she broke a number of laws and rules ( possibly federal ). Here are my FACTS : -She took our tax money and moved it to a seperate account I couldnt access and used the funds to force me to sign divorce papers.- - I COULDN'T GET A LAWYER BECAUSE SHE MOVED {$8800.00} TO A ACCOUNT THAT I COULD NOT ACCESS. WE HAD A JOINT ACCOUNT, AND AS SOON AS THE MONEY HIT SHE MOVED IT ( increments of {$6600.00} & {$2000.00}.
-TO ADD, SHE WAS BEING UNFAITHFUL : She was talking to 3 other guys, and who she is with now, and has been for almost 2 years, has not shaken my hand, spoke to me, or anything. Call it how you see it, hes a coward and knows I am right about this, Living in my house, under the same roof as my young daughter, and he has not said or done anything but helped wreck my life.
-Enough about him, back to what happened : -I couldnt make this up even if I had XXXX XXXX writing it. She also was talking to a man I worked with and managed to have me laid off of my job THE SAME DAY SHE HANDED ME PAPERS, I should probably add this as well, I have GOTTWN MY JOB BACK WITH THE SAME COMPANY SINCE THEN BECAUSE THEY LATER REALIZED WHAT I SAID FROM THE BEGINNING WAS TRUE AND SHE WAS USING HIM TO TALK TO MY BOSS, COSTING ME MY CAREER FOR ALMOST 2 YEARS. PRAISE GOD THAT THEY CALLED ME TO COME BACK TO WORK. Again, they called me. I forgave him because he apologized ( took XXXX to call me and apologize, it was honorable and we are now friends and coworkers again.
-I went from being a husband and father to XXXX kids, owning my own home that I WORKED TO PAY FOR WHILE SHE SLEPT AND PROBABLY SLEPT WITH OTHER GUYS WHILE I WAS AT WORK TOO, to this : -XXXX living in a XXXX I thought I was part owner of that I actually wasnt - not enough money to afford an attorney ( every one I called begged me to take out a loan, but I couldnt in time. What I mean by in time is that her birthday is in XXXX, the van I was living in had to have the tag renewed when her birthday hit, and she used the van I was sleeping in as LEVERAGE TO FORCE ME TO SIGN THE PAPERS. SHE SAID IF YOU DONT SIGN THEM, IM NOT SIGNING THE VAN OVER TO YOU.She has never denied this because it is all the TRUTH. This would of had me HOMELESS, BROKE, HAVING TO LIVE IN A ILLEGAL VEHICLE, all while she used OUR TAX MONEY SHE STOLE TO GET AN ATTORNEY WHILE I DID MY BEST TO NOT GO INSANE. She slept in a bed while I spent months living in a van than was packed with my things.
-I had to buy a bee phone as well. NOTE : SHE HANDLED PAYING THE BILLS, SO I HAD ABSOLUTELY NO IDEA I that, you guessed it, SHE WAS THE PRIMARY ACCOUNT HOLDER, AND CUT MY PHONE OFF, WHICH HAD ENOUGH EVIDENCE TO HAVE HER PUT IN PRISON ( which I still dont want to happen ). She absolutely couldnt have pulled this off alone, and its a miracle that Im not dead.
- Im still confused about this too ... XXXX How did I become the primary on her bank account later without my consent, which by then had less money than my account did, and to top this crapcake off, I couldnt regain access to my MY ACCOUNT EITHER. XXXX was our bank ( XXXX XXXX XXXX XXXX ).
-Their is more!
- My phone, bank, social media accounts were hacked or accessed without my permission, resulting in the worst 2 years of my life. Their is more, but Ive been typing this forever over an hour. I didnt even know yall existed, that I could of had some kind of help, and used her birthday and the van to FORCE ME TO SIGN THE PAPERS. I wanted to go before a judge with her standing at the other side of the room, and tell him/her ( the judge ) the TRUTH and see if she could even lie about what she did.to me. How she did it, so fast, harsh, and timed perfectly like that I will never know. How XXXX, her, and and whatever team it took to do all this will ever know. I absolutely couldnt sleep at night after doing this to another and Especially the person that paid for everything she now has and walked down the isle with. I loved her. I trust no one now ( for good reason. Im upset now so Im done with this for now. 2 years later and it still hurts that bad, when I wake to when I sleep, I constantly have it on my mind. Unbelievable, believe every single word just written, for it is true.
( XXXX strike me dead if a single word I write or have written is a lie. ( I solemnly swear on a XXXX, my life, and if XXXX was present, I would on Him ( Im a saved XXXX XXXX as well so that wasnt easy to write. )
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| 10/01/2020 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX - XXXX XXXX XXXX mistakenly paid out two different homeowners insurance premiums. One payment of {$1400.00} was sent to our previous homeowners insurance company to a policy that had been cancelled. Another payment of {$1200.00} was sent to our current homeowners insurance company. This was done unbeknownst to us.
XX/XX/XXXX - XXXX XXXX XXXX sells our mortgage to NewRez LLC c/o Shellpoint Mortgage Servicing XX/XX/XXXX - We receive an escrow analysis from NewRez stating our escrow account is {$2600.00} short. After some research, we determined this shortage was due to the overpayment XXXX XXXX XXXX had made on the cancelled homeowners insurance policy.
After multiple conversations with NewRez, they advised us to make " escrow only payments '' to catch up the escrow account.
The following amounts were paid according to the verbatim amounts multiple representatives advised us to pay in order to balance the escrow and mortgage accounts. The payments were applied incorrectly, resulting in multiple late payment fees and late payment notices to our credit report : XX/XX/XXXX {$1000.00} - Applied as a " principal only payment '' XX/XX/XXXX {$1600.00} - Marked as " unapplied payment '' XX/XX/XXXX {$1000.00} - Applied as " Escrow only payment '' XX/XX/XXXX {$1600.00} - Marked as " unapplied payment '' XX/XX/XXXX {$2000.00} - This was an amount we were advised to pay in order to bring our account current. Unable to determine what happened to this money once it was sent to NewRez.
XX/XX/XXXX {$1100.00} - Marked as " unapplied payment. '' This amount was supposed to make everything " balance '' according to XXXX with NewRez. He advised us to send the payment in and it would be put in the proper account. He advised us that moving forward, our monthly payment would be $ XXXXWe paid an overage of {$1600.00} each month moving forward out of an abundance of effort to ensure no further delinquencies would be threatened.
XX/XX/XXXX - We entered into a forbearance plan as I lost my job due to Covid-19 on XX/XX/XXXX. We continued to make on-time payments of $ XXXX/month, as we had been advised to do by NewRez.
XX/XX/XXXX - NewRez sends us an escrow analysis, wherein they had discovered an overage of {$520.00} had been paid. They sent us a check in the mail, at which point we called NewRez and asked them to simply apply the overage to our monthly mortgage payment, as they were still insisting we were not paying the required monthly amount and were behind. The escrow statement itself determined our monthly payment should read {$1600.00} and not {$1700.00}. However, they continued to bill us {$1700.00} each month, putting the {$1600.00} we were sending into a separate " suspense account. '' XX/XX/XXXX - The {$520.00} is reapplied to the escrow account as we did not cash the check, believing NewRez was doing as promised and moving that amount into our regular mortgage payment.
Over the past 6 months, even while in forbearance, we have received letters from NewRez threatening foreclosure if we did not bring our account current. They have filed negative marks against us for late payments to all three credit reporting bureaus, making our credit scores plunge.
We have spent countless hours on the phone with NewRez, speaking with multiple representatives, supervisors, forbearance departments, and supposed " escalation '' teams in an attempt to get our account balanced.
Even through unemployment, we have met our mortgage obligations, paying a week ahead of time, only to receive statements every month that show us months behind with mounting late fees, foreclosure threats, and continued negative reporting to the credit bureaus.
This is unacceptable. We are now unable to refinance due to the negative marks on our credit reports. Promise with NewRez forebearnace department has stated they have submitted requests to have the negative marks removed, but a week later another NewRez associate advised us they had no power to do that.
At this point, we are considering legal action to force a third party audit and review of our account with NewRez, as well as account for the literal hundreds of hours we have spent over the past year and a half trying to rectify the mistakes of the mortgage companies. Additionally, NewRez has stated they would only be able to supply certain call recordings and statements of our account from their office upon receipt of a written subpoena.
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| 07/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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In relation to Case 1 submitted XX/XX/XXXX [ ID XXXX ] and received by New Rez dba Shellpoint Mortgage Servicing, Escalation Dept on XX/XX/XXXX. I, petitioner, heir of subject property listed as, XXXX XXXX XXXX, XXXX, NC XXXX, now submit Complaint 2, in as much as disagreeing with the quality of answer given by the Escalation Dept regarding : The finalization of a borrowers modification in accordance to RESPA procedural guidelines. Accordingly, the question remains whether the modification is a separate entity to that of an asssumption. Evidenced by the procedure administered from XX/XX/XXXX through XX/XX/XXXX, where the finalization proceeded without delay and was efficient. We now showcase that event to compare what is thought to be in violation of RESPA, which is misleading, misinformation, and rudeness that clarity doesnt exist but confusing information suggesting that modification doesnt complete until assumption paperwork has been signed ( XXXX XXXX XXXX XXXX Servicing, LP No. 13-cv-224 ). But nowhere in XXXX does Shellpoint discuss Assumption. Since the subject does come up, in XXXX XXXX email headed with ( Assumption of Mortgage ) after the modification and first payment process has begun, is it incorrect to enter the Assumption protocol before completing the signing of the established modification process including the TPP.
This complaint pertains to the Escalation Dept failure to submit a reliable answer to the question regarding whether Shellpoint failed to convert a Trial Modification into a Permanent Modification ( 12 CFR 1024.38 ). In complaint 1, question well addresses the issue where it is spelled out that what took place is misleading information regarding an Assumption. The Assumptions place does not come until the proper completion of the permanent modification. Therefore, an issue arises under how rude this might be to intervene the modification with assumption talks which started around XX/XX/XXXX, evidence by the attachment included ( email from XXXX XXXX initiating Assumption discussions ). Since the XXXX didnt appear till about late XX/XX/XXXX, Shellpoint is nearly 3 months without any offer of permanent modification documents. This means, there were negotiations to transfer to XXXX XXXX, on the table, but Loss Mitigation recklessly has not yet offered the documents, but now has to hurry to get it done. Then this all means that this concerns a level of personal-ill will, why would the mortgage servicer try to confuse a borrower in this fashion?
The petitioner brings to the attention that this question complicates because, if this matter comes before the tribunal, could this qualify as actual malice? Then, what has the court established when actual malice can be proven? Whether the jury has instructions to assert what this court system might consider blockbuster punitive damage awards. This might indicate, but does not ascertain that exemplary ratios of punitive damages to compensatory damages would apply. The matter could enter into exponential numbers, because of a mix of issues relating to misleading, deceit, and now the established intent of confusing the issue, which belittles this borrower. This go on to mention how we are tardy about getting the permanent modification documents signed, which should have taken place somewhere in XXXX of XXXX. However, the discussion does not arrive till late XXXX of XXXX. This goes on to mention the assumptions that the transfer to XXXX XXXX is now in transition which creates a reckless hurry to get done what should had been done back in XXXX of XXXX, to guess the role of XXXX. It just so happens that I do not wish to assume the loan, but Shellpoint applies to XXXX, that it cancelled my modification agreement because I failed to sign the confusing assumption tie in witnessed by Mr. XXXX XXXX ( XXXX ). At this point, a gigantic question under RESPA now exists that this presented to XXXX, a balance of {$2000.00}, that only the borrower is at burden. Then what jeopardies is the borrower subject to with XXXX including the one skipped payment in XX/XX/XXXX, due to the modification process being under way?
Would the Escalation Dept consider the content of this complaint, as a whole, as a display of poor customer service on the behalf of Shellpoint 's Loss Mitigation Dept.? Please include in your study of these contents the case study, XXXX XXXX XXXX XXXX XXXX XXXX
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| 10/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concerned : As of late XXXX or early XX/XX/XXXX I was behind on my payments with my mortgage company which was XXXX at the time and was later transfer to Shellpoint Mortgage Servicing, before it was transfer I spoke to a representative getting my payments lowered because I had a decrease in my income well they had informed me of a loan modification program that they offered I had to send in personal information for this matter which I did, and at the time a representative told me don't make any payments until I hear back from them with a decision days, weeks, and months pass by and next I knew my account was transfer to Shellpoint Mortgage Servicing. A representative got in contact with me and was trying to resolve the issue about my account so I went over details what I had discuss with the other representative from XXXX about the modification application that I had filled out so he informed me that he could finish the process and I said okay, while going over the details and the dollar amount he also informed me that instead of me having 20 years left on my loan I would have 40 years of course I didn't want to go that route and I didn't. Still on the phone with the representative he also informed me on the repayment plan which the company offered he asked me what kind of down payment can I come up with and I told him {$1000.00} he she okay we came up with a date that I was able to make the down payment so on that date which I don't remember but I know it was XX/XX/XXXX maybe towards the end, when I called back i didn't talk with the same rep and now he's telling me that instead of the {$1000.00} I had to come up with {$1500.00} so at this time I became upset and had to calm down going back and forward wasn't going to make the situation no better so I was able to put the {$1500.00} down to get the process going and he also informed me that I didn't have to make a payment until XX/XX/XXXX and I had to make these payments for the next 12 months in the amount {$1000.00}, he also informed me that if I would have missed a payment that my repayment plan would be cancelled so I said okay well throughout the 12 months I continue to make my payments which they gave me until the last day of each month to make my payments so on my finally month before XX/XX/XXXX was over I spoked to different representative to make sure my account was going to be caught up 1 rep told me starting in the month of XX/XX/XXXX that my payment was going to be {$740.00} instead of {$600.00} because I was short on my escrow I said okay, spoke to another rep and she also informed me that the reason why my payment in XX/XX/XXXX was still at {$1000.00} is because they was going to get late charges caught up and my account would be back on track so I said okay, so I'm calling the company to make sure that my account is caught up no late charges or anything I went to pull up my account on there website and it's shows me different so I reach out to the person that was assigned to my account she informed me that she had to do some research so give her 2 to 5 business days to see what's going on with my account so when she did reach back out to me she told me that there system didn't calculate my payments correctly and that I was still a payment behind. I went on to tell her that's my fault because of the system error and one of the reps that I spoke to should have caught the mistake she later informed me that the only way they could have caught the mistake if and when my last payment was made which it was XX/XX/XXXX, we then spoke about a deferred payment to put the 2 payments to the back of my account, she had to then put in my request because I was asking about options to get this issue resolved. So I then contacted her today XX/XX/XXXX and she said that I was eligible for this because I wasn't 2 or 3 consecutive months behind another option was to get it caught up myself or go into another repayment plan and I informed her that it was a struggle to pay {$1000.00} a month and I wasn't trying to do that again, I told her that it wasn't on me that they system had made a error and that I needed to dispute this matter a little further because I don't think I should be held accountable because there system made a error and I was just following the orders of there reps, so as of today XX/XX/XXXX I have not made a payment to them yet. Thanks In Advance
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| 02/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For 3 years, after refinancing with/Shell Point Mortgage there has been a reoccurring problem with our mortgage 1st, my insurance was canceled due to lack of payment from NewRez. They claimed they didnt have my insurance information to send payment. My question to them was, how could you not have it? The insurance company was willing to rewrite the policy. Cool no problem except it was {$770.00} more then my previous policy. No help from NewRez or XXXX XXXX, so I declined them and found a new insurance company XXXX, rather then pay {$770.00} more. Finally, after several days of back and forth and several hours on the phone I got coverage!! Everything good right? NO! I received a refund check from XXXX, I called NewRez and they advised me to send the check to the escrow Dept and have it deposited into my escrow account. We did that. Sent {$950.00} check to escrow department and added on check as advised, for escrow deposit only. Low and behold, they applied it to our principal instead which leads up to a continuous problem, they have also made 3 disbursement in the last 12 months to the insurance company and 4 in the last 16 months. XX/XX/XXXX {$250.00}, XX/XX/XXXX {$1400.00}, XX/XX/XXXX {$2200.00}, and XX/XX/XXXX XXXX, according to online records. I can not get a clear answer as to why? We were looking into refinancing again and pulling money out so we was checking our credit scores and my wifes had dropped XXXX points because of late payments, we checked our account and the payments had cleared on time. We contacted NewRez. After speaking with 3 different customer service people and being put on hold and then being cut off and after 2 hours on the phone we find out about the disbursements, I was promised a call back with progress, after 5 days and no call back, I called them again and again ( every time I call or speak to someone I have to start all over again what my issue is. EVERYTIME! ) after being on hold several times, and being cut off again and having to call back, I start over again. Like before, no answers, no response or call back and no resolution. Today, XX/XX/XXXX I called back again after reviewing our online account that is was finally able to log onto and it all comes to light. I again called NewRez and got a supervisor/manager and was informed by her that the email I sent last night was a formal complaint ( I sent one to customer advocacy at NewRez ) and thats all my filed showed as complaints. I told her about all the people Ive spoked with, all the calls and all the hours I have spent on the phone and all the details, she informed me that noting was noted on my account nor was there any complaint. This floored me! I even asked did these people misrepresented ( lied ) to me and again she said the was the only complaint. WOW! I requested Immediate attention and Resolution and it should be Expedited. She said she would personally keep me informed. I asked for her direct number and she gave me her extension. Since then I have been able to find and uncover after, get this ; getting a call back that I tried to call back several times after getting cut off through this process. We both looked at my account and found several errors aside from the disbursements, I was charged for not having insurance during the time they failed to pay my original insurance. It was my understanding and was told, I wouldnt be charged for that insurance. That was the payment made on XX/XX/XXXX for {$1400.00} that I mentioned above. Also on XX/XX/XXXX a surplus disbursements and a check was mailed to me ( I never received it thus enforcing the fact that I havent been receiving notices or letters from them even though I have always been on electronic and paper notices ) and also that the check was voided 60 days later. I have had several conversations with several, several different people and been told so many different things, been promised just to be let down again and again. Accessed late charges, even though every payment has been in time and now because of all this my mortgage payments have been inflated from {$1100.00} to over {$1700.00} a month. Roughly a {$570.00} increase. This is unheard of! Never in my life after being in several different mortgages in my life have I ever experienced such frustration! Please can we get some help and have my entire mortgage audited including our escrow account! Something has to be done!
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| 03/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint Mortgage Services bought my mortgage from XXXX XXXX in XX/XX/XXXX. Since this transaction, they have failed to pay my property taxes as well as told me I filed to maintain hazard insurance and was going to purchase additional insurance on my home and bill me for the fees. In XX/XX/XXXX, I received a delinquent notes form the tax office advising my property taxes were not paid. I had to call them to get that payment issued and prove they were not paid. Also in XX/XX/XXXX, I received a letter indicating I had allowed my Home owners insurance to expire and they were purchasing this on my behalf and I would be responsible for paying for this additional insurance. I have never let me insurance laps and had to provide them with the documents to prove this so they would not try to charge me additional fees. When I called Shellpoint to discuss the insurance I was advised that they did not have a customer facing department for me to discuss this situation with. I asked to be transferred to a supervisor or manager and was not transferred, but rather told they would send an email and see if I could get a return call. In XX/XX/XXXX, Shellpoint issued a duplicate payment to XXXX XXXX for my homeowners insurance. On XX/XX/XXXX, I received a call from XXXX XXXX XXXX from XXXX XXXX XXXX to discuss my concern with my account. After discussing both the Tax situation and the insurance situation with XXXX, he told me that my escrow was significantly behind and I would need to repay that amount. That the company would recalculate my monthly payment to compensate for this. I repeatedly told XXXX that in the 10+ years I have had this mortgage I have never been this behind in my escrow and there had to be an issue. I asked him to review the last few months transactions while I was on the phone and advise what happened on my account. He told me that everything was paid accurately and if there was any issues, that it was with the previous Mortgage Leander and not Shellpoint. I requested at that time a copy of my accounts transaction history to be emailed to me for review. I requested that Shellpoint review the transaction history to ensure the data was accurate as well. Once I received the document, I reviewed the data and found that my homeowners insurance had be issued to XXXX XXXX twice within 4 on this and this was the cause of the discrepancy on my account. On XX/XX/XXXX, Shellpoint received a refund from XXXX XXXX for the overpayment on my homeowners insurance policy. However, I received a letter advising me that I needed to pay $ XXXXto bring my escrow out of negative balance. I called Shellpoint on XX/XX/XXXX to discuss this once again and was unable to make contact with anyone. I was able to reach XXXX 's voicemail but have not received a return call. In the 12 years I have had the mortgage on my home I have never dealt with a more incompetent company. I feel they are not qualified to handle people 's morgana and finances. If I hadn't of looked into this matter I could have ended up paying additional fees as well as acquired leans on my property because Shellpoint is not doing their job as a Mortgage Servicing company. Shellpoint Mortgage Services has had my morgana for less than 4 months and I have had to call them numerous times to explain to them what they are not doing correctly with my mortgage. this is extremely disappointing that we entrust our home, money and life in the hands of a company that is so incompetent in the one job they are supposed to be qualified to handle. Their customer service is horrible and they treat you like you don't know what you are talking about. Several times I tried to tell them they had messed something up and all they proceeded to do was tell me that I did not understand how an " escrow '' worked. Well I am sorry to say that I know exactly hoe an escrow works, but it should definitely be taken into consideration that the employees at Shellpoint haven't a clue how to appropriately manage mortgage contracts and peoples money. I have attached the documents for these events with the exception of the letter I received from Shellpoint where they were going to purchase hazard insurance because they advised mine had lapsed. I am not able to locate that document at this time, but I am sure Shellpoint has a record of sending it to me as well and the inbound call I made to inquire about it.
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| 10/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to file a complaint against Shellpoint Mortgage Servicing regarding the handling of my COVID hardship forbearance.
I am writing because Shellpoint still has not responded to my request to look at my loan and how it was handled when I requested a COVID hardship forbearance. I applied for a COVID hardship forbearance in XX/XX/2021. My point of contact representative is XXXX XXXX.
I was told I would need to submit a variety of documents, including verification of my bank accounts and financial statements, in order to qualify for a forbearance. It turns out this is untrue as my forbearance request was approved the next day without documents.
XXXX did not notify me of the approval, nor did anyone at Shellpoint.
I had also requested my forbearance to start in XXXX to extend until XXXX. Shellpoint did not honor my request and instead started my forbearance backdated to XX/XX/XXXX even though I had already paid the XXXX mortgage. They approved the forbearance for XXXX, XXXX, and XXXX which went against my request.
I also did not receive any notification, either via mail, email, or a message via the Shellpoint online portal, that my forbearance had been approved and that payments were suspended. This led me to send in my XXXX mortgage payment as well, as I did not want to fall delinquent.
My husband and I have contacted Shellpoint around a dozen times now at this point. XXXX XXXX has not resolved the issue. This issue has also been escalated to his manager, XXXX ( I'm not sure if this is the correct name ). We have been told multiple times that she would reply and deal with our issue via phone call. We have yet to receive any follow-up phone calls from her.
We have also sent numerous messages via the online secure messaging system. As of Saturday, XX/XX/XXXX, XXXX XXXX EST, all messages were mysteriously deleted from the secure messaging system. My partner, XXXX XXXX ( on the loan ), and I have not deleted any messages from the system for record-keeping. They appear to have been deleted on Shellpoint 's side. These messages were still available for viewing yesterday, Friday, XX/XX/XXXX.
To illustrate my case : My XXXX statement shows no indication that my mortgage request for COVID hardship forbearance has been approved and that my payments have been temporarily suspended. The statement appears as a normal statement and that the full payment amount is expected for XX/XX/2021. I am happy to supply copies of all statements to show how Shellpoint purposefully hides or obscures information so the loan status and payment status are unclear for the customer.
What I am asking : 1. I am asking Shellpoint to respond to my calls with an appropriate supervisor and to restore all messages in the secure messaging system. Deleting messages is illegal.
2. I am asking someone with the authority at Shellpoint, which is likely a manager or executive, to look at our case and explain why we were never notified that our forbearance was approved.
3. I want an explanation why there is nothing on my account or account statements that shows I am in active forebearance.
4. As I have requested several times from Shellpoint, I want my XXXX and XX/XX/2021 payments returned to me. I also want my forbearance period to be changed to XXXX to XX/XX/2021 in recognition of the error on Shellpoint 's end.
5. I am also requesting that my case be elevated to a manager or executive level. I do not wish to deal with XXXX XXXX, the point of contact for my case, as he was the one who provided a lot of the incorrect information and failed to notify us that we were in active forbearance. He also failed to explain that the forbearance would be backdated to XX/XX/XXXX and claimed that this was standard procedure when I questioned him about it. He should not be allowed to deal with my case any longer.
I understand that under Section 6 of RESPA Shellpoint is required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. Our requests have been outstanding and unanswered since the beginning of XX/XX/2021. Shellpoint has already passed the required period allowed by RESPA for a response.
I am happy to provide any and all documentation necessary to explain my case.
I am expecting a resolution, following the demands above, ASAP as per the regulations.
Sincerely, XXXX XXXX
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| 01/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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This complaint is related to XXXX and I have attached it so please read it to get yourself up to speed on what I am talking about. NewRez is still missing the point. The bottom line is that they qualified me on an incorrect payment amount. If they want to blame XXXX XXXX or blame XXXX County, that is fine. If I were them and I truly believed this was someone else 's mistake, I would seek damages as well because it led to them to falsely qualifying a mortgage. So, by all means, if NewRez wants to take action against XXXX XXXX and/or XXXX County, that is their prerogative. HOWEVER, my issue is still with them and the plain and simple fact that they qualified me on an incorrect payment ( hundreds of dollars lower ) and I got stuck with paying more than {$200.00} PER MONTH more 3 months after my payments started and now, a year after that, {$420.00} more than what I signed at closing. It is UNACCEPTABLE that a 30-year-fixed mortgage payment is nearly 20 % higher than what was signed at closing LESS THAN 2 YEARS AFTER CLOSING. Something is very, very wrong with that! In any case, this mistake was intentional by the mortgage officer AND OTHERS employed by NewRez ( New Penn at the that time ). They say he doesn't work for them anymore so they don't know. Well, find him and reach him if you'd like to confirm. Ask him to swear under oath that he didn't use this to his advantage to get my mortgage qualified. ( By the way, it should be noted that XXXX XXXX did, IN FACT, recommend XXXX XXXX unlike their response which states " New Penn does not have any affiliation with XXXX XXXX ''. ) But, here is the thing : whether we assume NewRez and the mortgage officer made an innocent mistake or not, it doesn't matter. If this goes unanswered, uncorrected, and uncompensated, then this " mistake '' will happen again and again in the future to homebuyers and it will cause many to go into foreclosure. I am extremely lucky that my income has gone up since closing but my increased payment has robbed me of enjoying that income boost in other ways. You can blame the county or the Title company, but the underwriter and mortgage company have to do their due diligence and this was a glaring mistake that should have been noticed at a glance ( I was qualified at that payment before the Title company was ever even involved ). I am attaching documentation from the county showing the tax numbers FROM THE COUNTY that NewRez said were incorrect despite the fact that it clearly shows the tax relief from the previous owner ( who had a common tax relief status not applicable to me or most buyers ) as a subtraction/adjustment from the actual taxes. It shows clearly that the property taxes for 2017 {$5400.00}. New Rez would have seen it clear as day like this with the actual taxes and the adjustment for the owner with Tax relief status ( which I was obviously not entitled to ). Additionally, while they blame XXXX XXXX, they sent the records to XXXX XXXX themselves. Before XXXX was ever involved, NewRez qualified me on these false numbers and are the ones who sent the documentation over to XXXX. So, here 's the newsflash NewRez : You qualified a loan on an incorrect payment ( making it a junk loan ) yet you are not treating it as such. You can't sell this loan as a premium loan ( and, if you do, I will notify immediately whoever you sell it to ). NewRez and other mortgage company 's will continue to fudge the numbers to their advantage hurting homeowners and the economy if we allow them to fudge the numbers and turn a blind eye to obvious, glaring mistakes. I have been fortunate enough to make payments only because of promotions and job changes that have improved my income. For 9 out of 10 families, if something like this happens to them, they will foreclose. {$200.00} / month will make or break most families but more than $ XXXX/per month would break the budget of probably 90 % of Americans. Please, in your response, do not try to explain that my taxes have increased and my Homeowner 's insurance has increased, etc. Yes, we know, we all know and we have accounted for that. That makes up just a TINY fraction of the increase in payment I am paying. The vast majority BOILS DOWN TO THE FALSIFICATION OF PROPERTY TAX AMOUNTS on my loan. I will continue to bring this up and will also publicize it if it does not get resolved this time around.
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| 12/13/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Dear CFPB, I have email documents that prove that my Mortgage Lender has " wrongly '' blemished my " Credit Record '' ... .. ( emails can be provided to you upon your request ).
*** This is my complaint : Around XX/XX/XXXX " Credit Bureau '' disclosed that " Lender had negatively reported on my credit report on XX/XX/XXXX.
-- -- -- -- -- -- -- -- -- -- -- -- My " Credit Report '' had been reported with " LATE PAYMENTS '' during Covid19 " Mortgage Forbearance '' : XX/XX/XXXX Lender had granted me a Forbearance because of job loss during our Covid19 Pandemic.
- XXXX had extended my Forbearance till end of XX/XX/XXXX- XX/XX/XXXX = I reported via email to Lender that employment had started now.
***Please note that Employment had started BEFORE Lender 's Forbearance had ended.
XX/XX/XXXX Lender responded & told me that my loan was eligible for 4 options : 1... Reinstatement, 2... Replacement, 3 ... Deferment, 4 ... Loan Modification.
XX/XX/XXXX - I received Lender 's " Streamlined Modification Solicitation Letter '', dated XX/XX/XXXX that I did not understand because it stated information contrary to what I was told by Lender previously...... .When I emailed Lender an inquiry about this letter & Lender instead called me & verbally instructed me to " ignore all their letters '' because the Lender told me that their system would just automatically send those letters out & that the Lender could not stop those letters from getting mailed out to me, so again, the Lender told me to ignore all those letters.
XX/XX/XXXX - Lender directed me to pay the following THREE consecutive payments below : Payment Due : XX/XX/XXXX - {$1900.00} Payment Due : XX/XX/XXXX - {$1900.00} Payment Due : XX/XX/XXXX - {$1900.00} But instead, I paid the following extra amounts & timely Mortgage payments : 1st payment due XX/XX/XXXX = I fully Paid {$2100.00} on XX/XX/XXXX per my bank record.
2nd payment due XX/XX/XXXX = I fully Paid {$1900.00} on XX/XX/XXXX per my bank record.
3rd payment due XX/XX/XXXX = I fully Paid {$1900.00} on XX/XX/XXXX per my bank record.
Around XX/XX/XXXX - I received the Lender 's Loan Modification package, which I declined before their XX/XX/XXXX deadline.
Around XX/XX/XXXX Is when I found out that the Lender had negatively reported my credit report, ... .and this is why I felt forced into accepting their Deferral plan ... ... I dont know if the Lender should be obligated to fully explain the full information about their Deferral plan to me before this, ... .so this is very bothersome for me.
Credit Bureau told me that the Lender had reported XXXX days late on XXXX, but this is INCORRECT because I have already paid ALL THREE trial payments EARLIER than the Lender had instructed of me.
The Lender 's negative reporting on my credit score has caused me the problems below : 1. My friend referred an Agent to me so this Agent could help me get a refinance loan... .But now I feel this Agent shows " no interest in working with me because my credit score has now decreased to XXXX.
2. Because my Credit Score is now XXXX, my Agent told me that my low credit score may make it harder for me to acquire a decent loan with New Lenders for the refinance loan I need.
3. Ill probably now pay a higher monthly mortgage amount.
4. Ill probably now be forced to pay a higher interest rate with New Lenders.
5. Im losing the good opportunity right now to get a good refinance loan while interest rates are now at it's low.
6. Im very angry & sleepless nights ... ..etc, etc, Credit Bureau told me that Lenders negative reporting on me " does not make sense '' ... ... Credit Bureau told me that this is what Lender wrote on my credit report : - STATUS : 30 -59 days past due - HISTORY : No late payments *** Please be aware that for the last 35 years since Ive had to pay a home Mortgage loan to ANY LENDER ... ..I have NEVER missed paying a single mortgage payment! ... .and I've NEVER EVEN paid my mortgage payment late ever, until the Covid19 pandemic hit us!
When I emailed Lender & I asked them Why this Lender had reported negatives on my credit report?
... ... The Lender simply responded to me via email & told me : ...... quote : There are no late charges on your loan.
The Lender does not seem to want to help me ... ... ... .I 'm angry, and I'm reaching out to you for help ... ... Thank you in advance.
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| 01/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I will be including all of the available statements from XX/XX/XXXX-XX/XX/XXXX. Please note that the finance company has not issued a statement for XX/XX/XXXX, which is why there will be no statement for that period.
For XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I was set up for automatic withdrawals in the amount of {$1400.00} deducted from my checking account on the XX/XX/XXXX of every month. My payment due date was not until the XX/XX/XXXX of each month, so statements issued for the upcoming month would always indicate no payment due as I was paying in advance.
There was a problem with my XX/XX/XXXX payment processing due to my checkbook being stolen resulting in an account number change. I had to call in to have the account information updated, this process can not be done online, and has to be processed by an Shellpoint employee. During this conversation I requested to be set up on the bi-weekly payment withdrawals that were now being offered, and instructed to send in a copy of a voided check. I returned the forms requesting to switch to bi-weekly withdrawals along with my voided check. This is where things start to go wrong. The person who was to have updated my bank account information to deduct my payments did not do so correctly, and the result was me making my payment manually on XX/XX/XXXX ( 5 days after the due date ) for the amount of {$1100.00}. A female supervisor confirms that she has discontinued my monthly withdrawals without verifying my bank account information, and can not understand my frustration at her error in judgement. The fact that your institution has requested a copy of my check for verification that you did not verify absolutely infuriated me.
After another phone call to Shellpoint, I was informed that my bi-weekly payments would start being deducted in XX/XX/XXXX. When more than three weeks had passed and no payments were deducted I called in again and was told that it was now to late to deduct the payments for XX/XX/XXXX. I again made a manual payment in the amount of {$1100.00} on XX/XX/XXXX. At this time I set up monthly withdrawals to start again on XX/XX/XXXX in the amount of {$1500.00}, because now they were saying the bi-weekly payments would not begin until the end of XX/XX/XXXX.
On XX/XX/XXXX I call Shellpoint again, because the bi-weekly payments are still not being deducted from my bank account. On this call I am connected with a supervisor who informs me that there has been an error in setting up my bi-weekly withdrawals and that he will manually set up two {$700.00} payments to be deducted in XX/XX/XXXX and from this point forward there will be a {$700.00} deduction every other Monday.
Coincidentally there is no statement available for XX/XX/XXXX, and the next few statements issued do not provide a payment application breakdown. I go from having no payment due, to having a payment and a half due, to now showing that I am actually a full payment behind every month.
I have asked for an audit to be done on my account as there is no rhyme or reason to how the payments have been applied. I always pay an additional amount each month, a minimum of {$200.00} up to a maximum of {$900.00}. The institution is not applying the payments on a bi-weekly basis, reducing the principal balance, which is not providing the savings implied by making the payments sooner, nor do I earn interest on the money they " hold '' every month. Some month two payments of {$700.00} are withdrawn and some months result in three payments of {$700.00} being withdrawn.
I am averaging about {$840.00} a month in interest being deducted from my payments, yet the 1098 I just received for XX/XX/XXXX shows that there was a total of {$9200.00} total interest paid for XX/XX/XXXX ( an average of {$770.00} per month ). The math continues to leave me scratching my head.
I have sent emails, made phone calls, submitted requests online with the customer service portal and have received no response to date.
There has to be someone that can hold this company accountable. Surely there are rules for the processing and application of payments. The whole appeal of the bi-weekly payment agreement, is that is a savings on interest paid because the interest is compounded daily. From the payment activity it appears there is absolutely no consistency in when or how the payments are applied.
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| 03/20/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My loan was transferred to shellpoint a debt collection mortgage company. They recieved it from XXXX. XXXX, illegally foreclose on us. They never owned 100 percent of our loan. They recieved it from XXXX. Under court order XXXX was supposed to make all accounts correct after cfpb ruling XX/XX/XXXX. Instead of following court orders XXXX continued the illegal and abusive debt collection practices. Notice my complaint from XX/XX/XXXX, calling my dad released my information to him forced him to make payment on my account, used illegal debt collection practices even stating they was coming to repo my home. I requested my title. Did it again to my grandmother in XX/XX/XXXX both times blew it off. Again after I filed a cfpb complaint. No settlement was offered. XXXX, gets our loan we get a foreclosure process in XX/XX/XXXX they refused also to fix the issues and follow court orders. We had to file bankruptcy in XX/XX/XXXX. XXXX, pulls our home from the bankruptcy court. Because if, the judge had opened a investigation they would have found our mortgage was unsecured. Due to how many times between XXXX and XXXX had sold our loan to different companies. XXXX, never sent me how to pay them. Well XXXX then files bankruptcy in XX/XX/XXXX. XXXX files a emergency hearing in XX/XX/XXXX.Using XXXX XXXX XXXX XXXX as attorney/debt collector. We finally get information in how to pay them and a court order to pay them directly using a certain account number. We follow the order starting XX/XX/XXXX we was ordered to pay attorney fees, get our own insurance, and pay them directly. XXXX, never entered it into their system. XX/XX/XXXX we get a illegal eviction notice. I filed another cfpb complaint. XXXX, violated my automatic stay, refused to follow court orders numerous times, filed an ap hearing, violating truth in lending, false court documents, illegal foreclosure, personal injury, willful malicious injury and fraud. Lost my pay raise, my wife put on watch at work, had a wreck totaled my car on XXXX XXXX forced to borrow a car to get to and from work till this day, my son who is autistic wrote a suicide note and forced to move schools, almost divorced my wife, my daughter forced to change schools. We finally get an ap attorney. XXXX, refused to settle again. Cfpb, refused to do their job an protect consumers as well. XXXX files bankruptcy again right before my hearing in XXXX or XXXX. Sends my a request to change my account information. I call to find out how. XXXX, let me hear my account information and they took my XXXX XXXX payment which was for my XX/XX/XXXX payment put it towards forced placed insurance. Filed another cfpb complaint nothing done again. Since, this happened after they filed bankruptcy. They send me a 410 claim. I requested my title, and XXXX XXXX dollars. For fraud and willful malicious injury. Which trumps their bankruptcy. Ap hearing went on until XXXX of XXXX and in court I told judge XXXX XXXX in front of their attorney XXXX XXXX that I refuse to continue to pay them until they settle due to all the court order violations and the refusal to settle. Now my loan has been transferred to shellpoint and they are using a 3rd party vendor to contact people about their loans. I have called them since XXXX XXXX when I recieved my letter stating they were getting my loan. Told them my loan was illegal, fraud, willful malicious injury, had a 410 claim attached, and my title must be sent to me immediately. XXXX XXXX was supposed to settle with me before XX/XX/XXXX. She has not made a effort as of currently to fix this mess. I told shellpoint to call me back ever since XX/XX/XXXX they have refused. As you know once they sent it to a 3rd party for information as they did today. That violated my stay again since they accepted the illegal transfer and made the liable for my request in my 410 claim. In more than one occasion they have said a person will contact me within 48. Last week it was 5 days I called back let them know no one contacted me. They still haven't and now use a 3rd party to contact me requesting my mailing address and phone information. I told them contact my bankruptcy attorney XXXX XXXX and tell shellpoint to sent me my title by XX/XX/XXXX along with my 410 claim paid in full by then also. I am tired of the cfpb and these clowns getting away with breaking the law.
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| 05/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Borrower sent Shellpoint a XXXX XXXX on XX/XX/XXXX, to which Shellpoint replied on XX/XX/XXXX. Unfortunately, Shellpoint did not address all the queries presented by Borrower.
Shellpoint never verified the Account Manager during the XX/XX/XXXX foreclosure on Account.
Shellpoint states in the XX/XX/XXXX response, A single point of contact is typically assigned once Shellpoint receives a request for loss mitigation assistance from a homeowner ; however, there are instances where an assignment is made as part of a pre-emptive attempt to assist a homeowner that has fallen delinquent. In the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, Shellpoint issued you loss mitigation solicitations inviting you to apply for the available loss mitigation options.
Foreclosure seems like an instance where an assignment would be made to an account manager.
Borrower called Shellpoint on XX/XX/XXXX, asking to speak with Account Manager. Shellpoint CSR advised that Borrower would receive a call from Account Manager in twenty-four ( 24 ) hours.
However, when Borrower called Shellpoint on XX/XX/XXXX, Account Manager was no longer employed. Eleven ( 11 ) days would go by before an account manager would call Borrower. Four ( 4 ) days after Borrower received notice of intent to foreclose from a lawyer.
In addition, Shellpoint never provided an answer to the validity of the Shellpoint SPC statement on XX/XX/XXXX, about having to go to a courtroom to obtain information regarding Account, rather than through a QWR.
Also, Shellpoint neglected to provide an explanation as to why Shellpoint Manager would not know the validity of Shellpoint SPC statement. Shellpoint Manager never provided Borrower with an answer to the validity of the Shellpoint SPC statement. Shellpoint never provided an explanation in the XX/XX/XXXX, response to Borrowers XXXX XXXX.
Another item Shellpoint did not respond to on the XX/XX/XXXX, XXXX XXXX is the change in amortization on Account due to XX/XX/XXXX payment while payments from outside accounts were attributed to Account.
Borrower claims Shellpoint intentionally neglected to respond to these queries from the XX/XX/XXXX, XXXX XXXX while distracting Borrower with a loan modification with deferred principal balance approval.
XXXX XX/XX/XXXX, letter states, ... adjustments were made to your loan. To clarify, certain transactions occurred that affected the arrearage due on your loan, which directly affected your eligibility for a non-HAMP loan modification. Following the completion of those adjustments, a re-evaluation on your eligibility for a loan modification occurred, where as a result your loan was approved for a non-HAMP loan modification.
By XX/XX/XXXX Account was five ( 5 ) months behind in payments and Shellpoint enacted foreclosure.
In XX/XX/XXXX Borrower applied for a loan modification. Shellpoint interfered with Account in XX/XX/XXXX making four ( 4 ) monthly payments, bringing the account current. Shellpoint then denied Borrowers request for a loan modification due to Account default not being imminent.
By end of XX/XX/XXXX Shellpoint had reversed four ( 4 ) monthly payments, bringing Account into default. All the while, serving Borrower a foreclosure notice in XX/XX/XXXX, along with a foreclosure letter from Shellpoint lawyers.
Shellpoint SPC informed Borrower in XX/XX/XXXX, that the mortgage loan service provider will re-evaluate Account for a loan modification.
By the end of Shellpoints XX/XX/XXXX, response to Borrowers XX/XX/XXXX, XXXX XXXX, Shellpoint had offered the loan modification with the forty ( 40 ) year deferred principal balance of approximately forty-nine XXXX ( $ XXXX ) dollars, Borrower requested XXXX
One more thing, Shellpoint never explained the coincidence of the disappearance of the September 2016 monthly statement, showing the payment was made to Account while outside account payments were interfering with the Account amortization schedule.
On XX/XX/XXXX, Borrower spoke with approximately five ( 5 ) to six ( 6 ) Shellpoint CSR and none of them could find the XX/XX/XXXX Account statement in Shellpoint systems.
While Shellpoint provided the XX/XX/XXXX statement as an attachment to the XX/XX/XXXX response. Shellpoint did not explain the disappearance of the XX/XX/XXXX statement from Shellpoint systems.
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| 11/30/2017 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX XXXX I decided to change my auto and homeowner insurance to XXXX. I worked with a XXXX representative who forwarded my homeowner account to a third party company ( XXXX XXXX XXXX ). I was asked to provide a copy of my current declaration page to the new company so they could provide the same services.
I was matched with a policy from XXXX XXXX XXXX XXXX for {$550.00} yearly. I also communicated the information of the new insurance company to my mortgage company ( XXXX Mortgage ).
Shortly after my initial communication with both companies, I receive notice that my mortgage company did not have information from the new insurance company. I placed a call to XXXX and requested a declaration page be forward to the mortgage company right away. A few days passed and the insurance company stated they had not received payment from the mortgage company and I contacted the mortgage company to inquire and they were still looking for the declaration page. I did my best to work with both companies to ensure the information was received.
XXXX had sent two letter during this time period that I believed were resolved with my phone calls between both companies.
I believe everything had been resolved until I received my Annual Escrow Statement and my monthly mortgage was being increase by {$120.00}. On XXXX/XXXX/XXXX I contacted the Escrow department to learn that I had lender placed insurance that depleted all of the funds in escrow. I contacted the Insurance department and spoke with the supervisor XXXX XXXX XXXX XXXX XXXX ) who instructed me to see if XXXX XXXX XXXX was covering my property from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX.
The insurance company confirmed that my policy was cancelled on XXXX/XXXX/XXXX for non payment and there was no way to reinstate my policy with XXXX due to non payment. The agent was only able to setup a new policy with another company for {$810.00} annually. I agreed to this policy which was effective XXXX/XXXX/XXXX.
I reviewed the case with the agent on XXXX/XXXX/XXXX I discovered the communication that the agency had sent to the mortgage company had been sent to the payment lockbox address p.o. XXXX XXXX, OH XXXX.
I contacted XXXX XXXX on XXXX/XXXX/XXXX to let him know that the old policy could not be reinstated due to lack of payment and I wanted to understand what would be done about the money that was taken from my escrow account {$1300.00} as of XXXX/XXXX/XXXX. Pending two additional days of fees, estimated {$20.00}. He stated that he would investigate the case and follow up with me on XXXX/XXXX/XXXX. I explained to XXXX that XXXX had made XXXX attempts to send information to XXXX, however their letter were sent to the lockbox. ( XXXX/XXXX/XXXX bill, XXXX/XXXX/XXXX XXXX XXXX, XXXX/XXXX/XXXX Cancellation ltr ) XXXX and I contacted the insurance company by phone and they were able to confirm their attempt to communicate with XXXX XXXX. I explained that even if the communication was sent to the wrong address, it was internal and eventually should have gotten to the insurance department if the box was being managed.
On XXXX/XXXX/XXXX I contacted XXXX XXXX to see what were the results of his investigation and he stated he had received my new policy which would be effective as of XXXX/XXXX/XXXX. However there would be no refund of the funds that were taken from the escrow acct due to the declaration page never being received and that was my responsibility. I asked what responsibility XXXX XXXX had to review the information received in their lockbox to ensure misroute items got to the correct areas for processing. I asked XXXX XXXX to explain what happened to the documents forwarded by the insurance company on the dates listed above and he stated that was outside of his area. He failed to reach out to determine what went wrong within his company because that was not his job.
It 's unfair to take money from my escrow account for a lack of communication between two companies. I made every attempt to communicate with both companies to get them what was needed to setup my account. It is not fair for XXXX XXXX to take the position as if their company does not bear some of the responsibility for this break down in their process. Please assist me with getting a refund from XXXX XXXX and to understand where the original documents are.
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| 04/09/2020 |
Yes |
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- Trouble during payment process
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Web |
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NewRez/Shellpoint Mortgage Servicing bought out the loan to the home in XXXX of XXXX.
On XX/XX/XXXX Shellpoint took out lender placed hazard insurance, which we have paid premiums for monthly through the escrow account.
At the end of XXXX our XXXX account was estimated to have an overage of {$20.00}. In XX/XX/XXXX Shellpoint posted charges of {$670.00} twice ( total XXXX ) then again in XXXX posted another charge of {$670.00}.
We have called 3 times to find out what this charge is for, as the company has now taken the expected escrow monthly payment from {$290.00} to {$1200.00} monthly. Each agent has been unable to explain the variance and stated " it does not make sense. '' One agent stated that the hazard placed insurance monthly premium had gone from {$160.00} per month to {$670.00} per month. This is inaccurate, as I spoke to the insurance department on XX/XX/XXXX and was given a total of {$2000.00} for the year.
Our annual tax amount did increase from the expected amount by {$88.00}, which is to be expected, but does not explain the {$670.00} per month.
We placed a call on XX/XX/XXXX - and spoke to a gentleman who could not explain the charges and advised we would receive a call within 7 to 10 business days. We have not heard back and hit the 16th business day.
I called 6 times on XX/XX/XXXX ( speaking to the insurance department once ) - all other times I have been hung up on by the automated system and once by an agent claiming she could not hear.
The house payment has changed from {$740.00} per month to {$1600.00} per month. During this process they have continued to charge late fees and increase the balance owed.
On the XXXX call I finally reached an agent, XXXX, who confirmed that the amount being asked for each month was incorrect. The insurance department, XXXX, was conferenced in, and confirmed to the customer service that the month amount for the insurance was in fact {$160.00} per month and not {$670.00} per month. Yet the {$670.00} was a onetime charge because the insurance department erroneously refunded 1 month of premium to the escrow account, then failed to charge for the following 4 months. During this time I received no proof of coverage for the premium amount, and the refunded amount could not be explained by the insurance representative.
This call ended with an assurance that a supervisor over the billing statements, XXXX XXXX, would be notified and I would receive a call by End of Business on the same day. I was also assured a new Escrow Analysis would be completed to correct the incorrect request for {$1200.00} per month amount.
Today is XX/XX/XXXX and I have received no call. Messages have been left by myself for MrXXXX XXXX on XX/XX/XXXX, XXXX, and XXXX with no return call or resolution.
When calling to customer service on XXXX again, I reached XXXX in customer service who was very helpful, but again unable to provide a resolution. She showed that the monthly payment has been updated as of XXXX yet no action was taken to correct the errors from XXXX or XXXX amounts due. The rep confirmed that the task which was the request for a call from Mr. XXXX, was closed as completed. There has been no call for resolution and instead lazy accounting was completed to correct moving forward and to leave an erroneous {$1200.00} escrow amount due for XXXX.
The amount the company shows due at this point, that can not be explained by any of the representatives I have spoken to, is {$1600.00} for XXXX plus {$940.00} for XXXX totaling {$2600.00}. They have added late charges on top of this, although we have been working on a resolution and explanation since XX/XX/XXXX.
The actual monthly amount should consist of the following : Principal and Interest : {$490.00} Escrow : - FHA MI : {$71.00} - Tax : {$150.00} - Lender placed hazard : XXXX Total Monthly Payment : {$890.00} Any amount outside of this amount will need an explanation. This is all we are asking for but have yet to receive. This type of service and practice should not be able to occur. A company should not be able to scam their way into attempting to take a home. If I had not spent hours of my time working to correct accounting that should be completed by the company, we may be in a situation where they attempt to put us in default and foreclose altogether.
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| 05/12/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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On or around XX/XX/XXXX, I contacted SHELLPOINT also known as NEWREZ Mortgage Servicing and requested an annual review, because I received a letter stating that I did not have House Insurance in which I payed originally in XXXX of XXXX directly to state farm. also at that time in XXXX my payments were {$3300.00}, the customer service agent explained to me that based on my monthly payments I had made and the amount of money I had in escrow that I had accumulated enough money in my escrow and due to the fact my monthly payments will go down to {$2700.00}, ( I submitted my proof with complaint ) - in which my new payments will start effectively XXXX XXXX and I made my new payments monthly I have proof of the ANNUAL ESCROW ACCOUNT DISCLOSURE STATEMENT ACCOUNT HISTORY that was sent to me back in XXXX. On XXXX of XXXX my family and I got XXXX In which I notified SHELLPOINT on XX/XX/XXXX and the customer service rep that I spoke to took down my information and my job information to verified through my job that I was XXXX Positive since I had to get weekly testing through my job in order to continue working- I was told that I would get assistance through their relief program for 3 months and that no late fees will be added, and if I needed more time just to call to get more time if I need to, mind you even though I was going through hardship as soon as I got back to work I still manage to make payments even though I was told I did not had to due to XXXX and the special program they " placed me on. I called on XXXX and spoke to another customer service rep and I asked her why no one called me or notify me about my case and to see if everything was ok. She stated the reason why I was not called or notify was because no one was working on my account - And that everything was going to be taking care of- she stated that someone will soon work in my file. On XXXX XXXX I received a letter stating that I owed {$8100.00}, I immediately called an d spoke to 4 different people which had different answers, One of the person I spoke to also said that I was having this issue due to my house insurance, came to find out another rep that I spoke to said that they gave me the wrong information and that it was not the reason why my mortgage was raised to {$3800.00} and why I have to pay the {$8400.00} starting in XXXX XXXX. I believe this was the third person I spoke to that explained to me that according to the notes that was written in my case back in XXXX & XXXX it does says that my monthly payments were being decreased to {$2700.00}, and that I also was to received extra money back this person did not answered all my questions so she transferred the call to a " Supervisor '' ( the XXXX person ) this person said The reason that I was told that my escrow is in the negative, it was because they had to pay things and that's why I am in the negative- I also stated why would you lower my monthly payment back in XXXX? look at the issue we have now? They did not had a reasonable explanation as to why they made the mistake -the only thing they said was well we do an annual review and based on that we knew you were going to be fine- Due to their mistake in lowering the monthly payments now my family & I are in danger of loosing our home- My monthly payments should have never gone down to begin with - As i was reading in the letter it also says that my payments should have never had went down, so this shows that it was on their end that made the mistake i also provided proof in where they contradict themselves. - and now because of THEIR MISTAKE MY FAMILY HAVE TO SUFFER, This is not ok. I was never notified that this would happened until XX/XX/XXXX, XXXX they should have sent out letters explaining or telling me to that this would happen a few months back. not until the day that I received the letter. It was their mistake and I believe they should fix it. I can only continue to pay my monthly payments I have XXXX kids and XXXX on the way XXXX being XXXX and have XXXX XXXX which I also have to provide for XXXXXXXX XXXX XXXX XXXX... Today XXXX XX/XX/XXXX I received a certify letter from SHELLPOINT with a letter head stating " YOU MAY BE AT RISK OF FORECLOUSRE '' AT this point I need all the help in resolving this issue and that due to their mistake look what's happening.
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| 01/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I began the process of ending my CARES Act forbearance in midXXXX XXXX with XXXX. After many delays on their end - and despite many documented requests by me to expedite the finalization - a modification package was finally presented to me in XX/XX/XXXX, 6 months later, I immediately set up three " loan modification '' payments with XXXX ; the loan was then immediately ( and possibly intentionally ) transferred from XXXX to Shellpoint ( same parent company NewRez ). I was told the payments would transfer and received confirmation numbers for each payment from XXXX but Shellpoint would eventually claim to have no record of these payments.
XXXX XXXX Payment Confirmation Numbers XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX It took several more weeks to be able to set up payments with Shellpoint after they found the necessary documents for the loan modification. Months later, this is when Shellpoint decided to retroactively report delinquency even though I was assured multiple times on recorded calls that I was protected from negative reporting due to the CARES Act as my payments were always up to date and I was current when starting the forbearance. I have since requested Shellpoint to remove all negative reporting as my credit has dropped over 200 points in the past few months.
I received a letter denying my request for removal of delinquencies reported on my account during my forbearance and loan modification trial period. The letter stated that I was denied because i was in delinquency when the loan was transfer. This is not correct. I was still in forbearance and protected under the CARES Act. I was also current at the time of starting the forbearance with the former loan servicer, XXXX. The letter stated that I have a right to request all supporting documentation. I called customer service and they stated I need to contact the Mortgage Servicing Department to chest up the confusion. I've contacted them without response.
I am contacting Consumer Financial Protection in order to clear up the confusion and reporting errors on Loan # XXXX. Currently XXXX showing 120+ day past due amounts owed to Newrez-Shellpoint startingin XX/XX/XXXX and going to the present. These are errors due to the fact that I was current onmy loan before entering into the forbearanceunder the Cares Act with XXXX beforethe loan was transferred to Shellpoint in XX/XX/XXXX.
1. It has come to my attention that during the transfer from XXXX to Shellpoint in XX/XX/XXXX documents confirmingmy status as on aforbearancewere not transferred. I can confirm that I was, in fact, on a previous forbearance under the CARES Act with XXXX, and current on my loan at the time of entering into the forbearancebefore it was transferredtherefore protection from negative reporting shouldhave continued on with Shellpoint when the loan was transferred until the loan modification was executed by Shellpoint.
2. Negative reporting started less than 60 days after the transferin XX/XX/XXXX, presumably becauseShellpoint clams they did not receive the documents confirming my forbearance status from XXXX. I had explained to my Shellpoint single point of contact ( which had changed multiple times ) that I had been on a forbearancewith XXXX and I was ready to execute the modification when the loan was transferred to Shellpoint. Now Shellpoint was to finalizethe loan modification that XXXX had started beforethe transfer. This was either done by accident or possibly on purpose.
3. Furthermore, as per the letter from Shellpoint on XX/XX/XXXX ( doc # XXXX ), thestatement explains that since executing the modificationin XX/XX/XXXX, the loan is current as of XX/XX/XXXX though XX/XX/XXXX therefore any negative reporting should be removed regardless of points # 1 & 2., '' On or about XX/XX/XXXX, the Loan Modification was completed and brought your loan current from XX/XX/XXXX through XX/XX/XXXX. '' It has taken more than a year to officially begin paying my mortgage again ( XXXX XXXX to XXXX XXXX ) due to the fault of XXXX, Shellpoint and their parent company NewRez. I hope that the credit reporting by Shellpoint was done in error and can be resolved quickly. My fear is that this was done purposely to defraud individuals that were affected by COVID-19 and were being protected by the CARES Act.
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| 02/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Subject : Shellpoint Mortgage Servicing Monthly Harassing Telephone Calls During these past 21 months, this homeowner been been getting monthly harassing telephone calls pertaining to the whereabouts of monthly mortgage payments to Shellpoint Mortgage Servicing. These harassing telephone calls started on the XX/XX/XXXX and continue to this present day ( XX/XX/XXXX ). Shellpoint Mortgage Servicing Customer Service agent, would call the homeowner 3-4 plus time each day until the monthly payment been process by Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX Ohio. The homeowner forwards the monthly payment in the form of XXXX XX/XX/XXXX Cashiers Check, payable to Shellpoint Mortgage Servicing and the check is mailed out the same day the check been issued. For example ; the check may have issue date for XXXX XX/XX/XXXX and is mailed out on XXXX XX/XX/XXXX to the Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX Ohio. The harassing telephone calls from Shellpoint Mortgage Servicing Customer Service agents starts on the same day the check been mailed. These harassing telephone call would go on for the next 2-3-4 days until the payment been posted by the Shellpoint Mortgage Servicing Payment Processing Center. This action by Shellpoint Mortgage Servicing goes on every single month. The homeowner has copies of all the banks cashiers checks dating back to XX/XX/XXXX, when Shellpoint Mortgage Servicing took over this account from XXXX XXXX XXXX. The homeowner is making this complaint, because Shellpoint Mortgage Servicing violated the homeowners rights, by making these harassing payment collection calls, before XXXX of month, when the payment must be received as stated on the monthly mortgage statement. As of this day ( XXXX XX/XX/XXXX ), Shellpoint Mortgage Servicing Customer Service agents has called the homeowner 16 times during the period of XXXX XX/XX/XXXX to XXXX XX/XX/XXXX. For example, on XXXX XX/XX/XXXX the homeowner received a telephone call from a Shellpoint Mortgage Customer Service agent pertaining to the mortgage payment for XX/XX/XXXX. The homeowner informed the Shellpoint Mortgage Customer Service agent, that the mortgage payment for XXXX XXXX was : Bank Cashiers check dated XXXX XX/XX/XXXX and mailed on XXXX XX/XX/XXXX. The homeowner informed the customer service agent TO STOP making these harassing phone calls for the monthly mortgage payment before the XXXX of month for scheduled late payment due date. The homeowner also informed customer service agent, if these harassing telephone calls continue, the homeowner will filed CFPB/AG/XXXX Complaint against Shellpoint Mortgage making harassing calls for the monthly mortgage payment before the monthly late payment due date. Shellpoint Mortgage still continue to make harassing phone calls for monthly payment each month up to the date of 1XXXX XXXX XXXX. On XXXX XXXX XXXX, the homeowner conducted an inquiry of the whereabouts of the XXXX XXXX Cashiers Check, dated XXXX XXXX XXXX, check number XXXX. The homeowner made a visit the bank and place a Stop Payment on check number XXXX and had XXXX XXXX reissue a new bank cashiers check, check number XXXX dated XXXX XX/XX/XXXX and forwarded the replacement check by XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX, South Carolina, with a schedule delivery date XX/XX/XXXX. This type of telephone call harassment is totally wrong and is in violation of the homeowners rights. In closing, this homeowner/customer is very disappointed with Shellpoint Mortgage Servicing, how this company treat their customers, who has a good history of making monthly mortgage payments on time and never be late making the monthly mortgage payment. Homeowner is also disappointed with Shellpoint Mortgage Servicing senior leadership handles complaints and concerns when it comes to resolving issues with a customers account. Shellpoint Mortgage Servicing needs to do a better job on how to treat their customers. The homeowner strongly recommend that Shellpoint Mortgage Servicing be liable for there actions towards the homeowner, by making these monthly harassing telephone calls from XX/XX/XXXX to the present XX/XX/XXXX, for a total of 61 telephone calls during the period in question.
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| 10/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Due to COVID I applied for a hardship loan extension in XX/XX/2020. I was given an extension by Shellpoint Mtg. Co. to XXXX 2020. However, me and my roommate were able to find extra money and were able to make monthly payments but not on the due dates. Came XXXX 2020, my roommate lost his job, and my work hours were cut in half. I went on-line on XX/XX/2020 and completed an on-line form for an extension on my previous hardship request. I never received a confirmation letter from Shellpoint, so on XX/XX/2020 I called Shellpoint and spoke to XXXX ( not sure of spelling ) who assured me that my extension was received and was being processed. XXXX informed me that Shellpoint is backed up with hardship requests and I should be receiving a confirmation letter soon. On XX/XX/2020 I received a notice from Shellpoint advising me that I was late with my payment for XXXX and that a late fee was being placed on my account unless I paid up ASAP. That same day I called Shellpoint again and I spoke to XXXX XXXX XXXX and asked her why I received this letter since I placed a hardship application with Shellpoint on XX/XX/2020 and was told that it was being reviewed and I should have no issues extending this. XXXX confirmed that my application was still in the works and there should be NO problem to get an extension.
In fact, XXXX stated she was placing my application into an " expedited '' status so it would go through faster for me. XXXX further advised that I was NOT to worry about this and to ignore any future letters from Shellpoint stating I was being charged late fees since the company was backlogged with requests the automated system will generate these late payment letters to clients. I didn't feel comfortable with this answer. That same day I went back onto the Shellpoint web site to see the status of my application. I couldn't find any information on line about my request, so I generated another " hardship request '' email to Shellpoint that same day ( XX/XX/2020 ). I thought the second request would generate a response from Shellpoint. Instead yesterday afternoon XX/XX/2020 I received a huge envelope from Shellpoint with a threatening letter stating that my account overdue and was being sent to a collection agency. The letter further stated Shellpoint had the right to invoke foreclosure on my condo unless I would pay the two months outstanding on my mortgage along with late fees and interest! First thing this morning I called Shellpoint hoping to get this resolved. I spoke to XXXX and repeated the long story and how upset I was about this entire scenario. I wanted to speak to a manager or a supervisor since I was getting nowhere with representatives. XXXX reviewed my account & acknowledged that my hardship application was still pending because Shellpoint is extremely backlogged with these applications. However, XXXX advised me that there was NO notation of any of my previous phone calls with XXXX on XX/XX/2020 or XXXX on XX/XX/2020. Also no where on my account was there any " expedited '' request that XXXX advised me she placed on my application? I was very upset and asked to speak to a manager. XXXX advised me she had to put me on hold to connect me. Twenty minutes went by and XXXX told me she was " not allowed '' to give me a direct number or name of a manager, but would place a " call back '' for a manager to call me. I am not holding my breath for that return call instead I am submitting this complaint to your department in hopes you can resolve this for me quickly. This is unprofessional behavior by Shellpoint and its agents, and representatives. This is bullying! If you look at my account I've never been late with payments up until COVID hit. Even through the beginning of COVID I made payments they were not on due dates, but they were made. It was when XXXX came that I needed some time to gather up funds to make my payments. Technically I was only ONE MONTH late ( XXXX ) since we are in XXXX and Shellpoint placed me me on notice that I would go into foreclosure? In my opinion I have made every good faith attempt to place Shellpoint on notice of my situation not only with two on line forms but numerous phone calls flagging what was going on with my account. I respectfully request that you help me resolve this matter, thank you.
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| 08/22/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XXXX : Took out a Heloc loan on my home, interest only.
XXXX : XXXX sold loan to Shellpoint Mtg.
During the transfer, I was told that I was 2 months behind on my payment even though I had always made monthly payments. XXXX found one of the payments, posted to the wrong account but did not find the other one. The loan got transferred to Shellpoint with a 1 month delinquency. My monthly payment was {$150.00}. It appears XXXX transferred the lost payment to Shellpoint in XX/XX/XXXX but Shellpoint never posted it. During the time this is happening, I became frustrasted and quit making payments until it was resolved. Shellpoint had me do 3 hefty monthly payments to get caught up, which I made and made timely. I have made a monthly payment in excess of the amount due every single month. Shellpoint started returning my payments in XXXX. They now say that I am delinquent in the amount of {$1100.00}. I requested a statement on many occasions and finally received one that is impossible to understand even though I have been a full charge bookkeeper my entire working career. I did notice however that they have assessed {$400.00} in various different fees. I filed bankrupty against this loan in XXXX and did not reaffirm the loan so my understanding according to the bankrupcty attorney is that they are not permitted to access any fees. I had tried to refinance my first mortgage with my HELOC and was unable to do so because of Shellpoint. Now after paying interest on this loan since XXXX, they are trying to foreclose on my home of 26 years. The breakdown follows : Payments they refused, XXXX, XXXX, XXXX XXXX = {$600.00} Payment not posted from XX/XX/XXXX= {$150.00} Miscellaneous fees= {$400.00} They claim I am in arrears of {$1100.00} s of XX/XX/XXXX and will start forclosure on XX/XX/XXXX.
I do not know what to do ... ..I have the {$600.00} that I show I owe.
I have requested access to my Shellpoint online account numerous times with no response or a response that does resolve the issue.
I have been called dozens and dozens of times and have asked that all communication go through my work email so that it is documents and they still just keep calling.
I have lost count of the times I have tried to get information via email and their online email without response.
Shellpoint reported me to XXXX.
Shellpoint has assessed late fees, title fees, XXXX fees, XXXX fees, mailing fees ; appraisal fees, etc.
XXXX : Took out a Heloc loan on my home, interest only.
XXXX : XXXX sold loan to Shellpoint Mtg.
During the transfer, I was told that I was 2 months behind on my payment even though I had always made monthly payments. XXXX found one of the payments, posted to the wrong account but did not find the other one. The loan got transferred to Shellpoint with a 1 month delinquency. My monthly payment was {$150.00}. It appears XXXX transferred the lost payment to Shellpoint in XX/XX/XXXX but Shellpoint never posted it. During the time this is happening, I became frustrasted and quit making payments until it was resolved. Shellpoint had me do 3 hefty monthly payments to get caught up, which I made and made timely. I have made a monthly payment in excess of the amount due every single month. Shellpoint started returning my payments in XXXX. They now say that I am delinquent in the amount of {$1100.00}. I requested a statement on many occasions and finally received one that is impossible to understand even though I have been a XXXX XXXX XXXX my entire working career. I did notice however that they have assessed {$400.00} in various different fees. I filed bankrupty against this loan in XXXX and did not reaffirm the loan so my understanding according to the bankrupcty attorney is that they are not permitted to access any fees. I had tried to refinance my first mortgage with my HELOC and was unable to do so because of Shellpoint. Now after paying interest on this loan since XXXX, they are trying to foreclose on my home of 26 years. The breakdown follows : Payments they refused, XXXX, XXXX, XXXX XXXX = {$600.00} Payment not posted from XX/XX/XXXX= {$150.00} Miscellaneous fees= {$400.00} They claim I am in arrears of {$1100.00} s of XX/XX/XXXX and will start forclosure on XX/XX/XXXX.
I do not know what to do ... ..I have the {$600.00} that I show I owe.
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| 07/01/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Our mortgage was bought out ( XXXX ) by Shellpoint new Rez of which we were unaware of. Our bankruptcy attorney told us she was sent a letter stating they filled a motion of release stating that XXXX says we are behind on payments XXXX to be exact. So while calling & trying to find out what has been going on I was talked to as if I were an XXXX! We were advised to apply for a loan modification of which we started right away! Still confused as to what is going on we get a point of contact named XXXX XXXX. He started our loan modification with us & we followed his advice to the T. XXXX XXXX I find out XXXX XXXX is no longer with the company by a man named XXXX on XX/XX/XXXX. XXXX. XX/XX/XXXX I speak to a woman named XXXX & asked if she knew who our new point of contact is & she has no idea either but tells me theres a paper that needs to be corrected & could not provide any other information only my new point of contact could. I should hear from someone within 12 to 24 hours. XXXX XXXX I speak to a lady named XXXX who can still not provide me with any information sends me to a voicemail for Ms. XXXX. Left voicemail never a return call. XX/XX/XXXX I speak to a lady named XXXX who informed me my new point of contact was XXXX XXXX & she gave me his number of which I called & left voicemail saying I need to know which paper to correct so my loan modification doesnt say incomplete. Not one phone call back. So I was the directed to XXXX XXXX who said no other paperwork was needed & that my paperwork is with the underwriting still & that XXXX must of been confused while looking @ documents. Meanwhile this whole week Ive been in panic mode have lost XXXX & been loosing my XXXX & now on 2 new meds due to all this XXXX. XXXX XXXX tried calling point of contact XXXX XXXX who was unavailable yet again so I got sent to the bankruptcy department who I explained everything to & she ( XXXX ) said shed have this looked into & sent me to a lady named XXXX who took a house payment from me & was hesitant when I asked for a reference # for proof! XXXX I spoke to XXXX who lets me know that we are still an open case & that with underwriting still. I then speak to our attorney XXXX @ XXXX XXXX who informs me that the attorney asking for a release says theres no record of a loss mitigation that she is seeing or being told. XXXX then informed her that she as well as myself have been sending in paperwork, XXXX then informed me to contact the bankruptcy department @ shellpoint & find out what they say. XXXX XXXX I then speak to XXXX who informed me she does see our paperwork & that shes not understanding why legal wasnt & was fixing it then & said to have the attorney to recheck her information. That before they are allowed to file anything they have to do a complete research & that their have been several complaints familiar to mine! There legal team as far as she understand cant contact us until research is complete. There has been no other contact with Shellpoint or returned calls ... so as of XXXX I have contacted consumer finance to file complaint talked to XXXX , I called the FTC as well onXX/XX/XXXX spoke to XXXX filed complaint reference # XXXX is number on my complaint with them. I tried calling another number given to me by the department of consumer law ( XXXX ) who gave me all these contacts I tried to call a XXXX XXXX consumer affairs number today where I was told Shellpoint is based out of for it to tell me it doesnt accept calls from my area on XXXX so, I called the consumer protection hotline in XXXX spoke to XXXX who gave me a website that I have to print form fill out & mail. There are well over 255 complaints similar to mine about Shellpoint NewRez on the XXXX! Something needs to be done because they are swooping in & taking homes without anyone understanding whats going on. We need some help getting an investigation as well as a possible class action lawsuit started to protect homeowners. This company only looks out for themselves & the staff seems to turn over often & im curios about that as well. I think all their phone conversations need to be listened to as well as to how they talk to people & pass the buck. Its a very frustrating process trying to save your home & seems like no one is truly listening or on your side.
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| 10/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Here is a brief summary of what has occurred : I closed on my mortgage with XXXX XXXX XXXX on XX/XX/XXXX for a 30-year-fixed mortgage. The monthly payment I was qualified for and signed off on was {$2200.00} and my payments began in XXXX of XXXX at that amount. In XXXX of XXXX, on my 5th payment, my payment increased to {$2400.00}, a {$200.00} increase. 1 year later, my payment on XX/XX/XXXX, was {$2600.00}, another {$210.00} increase and they will remain that way until XXXX of XXXX when they may go up or down. Simply put, less than 18 months after closing on a 30-year-fixed, I am paying {$420.00} more than I was qualified for and than I signed at closing.
This increase is due to Escrow reanalysis, however, my Home Owners insurance has only increased {$160.00} per year ( {$800.00} to {$960.00} ), and, additionally, my property taxes for XXXX have increased only {$460.00} from what the proper XXXX estimation should have been at the time of closing ( {$5300.00} to {$5800.00} ). Obviously, this total of {$620.00} increase for the years escrow expenses does not account for the additional {$5100.00} I will pay for the 12-month period that began this month.
So, why was the escrow analysis so far off initially which caused me to qualify for a loan I may have never qualified for? My yearly taxes were estimated at {$2600.00}, 50 % of what they should have been estimated at. The excuse was that the previous owner had some rare tax exemption status that allowed him to pay only 50 % of property taxes and the county tax records reported this tax amount. All of this is true except this is actually a common tax exemption for senior citizens in the county.
Now, I am willing to accept that this was an honest mistake, however, I also believe it may have not been a mistake at all and, when those numbers were reported by the county, rather than questioning an obviously inaccurate number, XXXX XXXX may have taken advantage of it because they knew it would help me qualify for the loan. Again, this tax relief status of the previous owner is not particularly rare as they claimed. Also, anyone who looked at the numbers ( and numerous people at XXXX XXXX did ) and deals with real estate in the area would have noted those numbers were far off. Additionally, more than once during the process, my wife pointed out that the taxes were much lower than she had expected and questioned whether they were correct and the loan officer confirmed that they were correct. We went over the numbers many times.
Regardless of whether it was an honest mistake or a willful and successful attempt to take advantage of the circumstances, I qualified for this loan at a much lower payment than I am paying now. If it was a mistake, it was still their mistake and I can no longer be held liable for it. Yes, taxes increase and home valuations increase and I can always expect my escrow payments to increase slightly year after year. In my case, I believe the tax rate increased from 1.13 % to XXXX $ and the home valuation increased from {$460000.00} to {$490000.00}. Again, this would be less than a {$500.00} increase in yearly taxes. But when you consider any reasonable expectations of tax increases, a correction of this initial mistake increases my estimated payments over the life of the loan over {$70000.00}.
At the time all of this happen, XXXX XXXX claimed there was nothing they could do, that these things happen, that I would have to be responsible for this, etc. I had no idea how to represent myself, what could be done in this situation, etc. Unfortunately, my real estate agent neglected his fiduciary responsibility to represent me and help me deal with this situation. Therefore, eventually, I just accepted it and took no further action because XXXX XXXX made me believe that I was responsible and there was nothing they would do make things right. When my payment increased again this month, I couldnt take anymore, and I spoke with people who knew more and they were so shocked that something like this could happen. I tried reaching out to XXXX XXXX to rectify this matter and give them one last chance to make things right before I filed this complaint, but I was not taken seriously nor put in touch with anyone that had the power to rectify this matter.
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| 01/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is the email I sent to higher up no response Good evening, We are a current client with your company. Originally we were a part of XXXX XXXX before your company had merged. This past XXXX of XXXX, we were notified that you are our new service provider. We are a part of the hardship program due to fraudulent activities on our former checking account that caused us to go through a hardship.
When I called your company the week of XXXX I believe it was XXXX or XXXX of XXXX. I spoke to an agent because I was confused about the program and how it worked. Since it was the last week of XXXX, my husband got paid on XX/XX/XXXX. I asked the representative if I can make XXXX 's payment on XX/XX/XXXX and XXXX 's payment on the XXXX and she said yes and had set up the payment arrangements. ( Everything should be on your recorded phone log ) The day after XXXX we got notification from our bank stating If this was our transaction ( your company ) it was, but it wasn't authorized. Meaning that we told our bank that we authorized the payment on the XXXX and XXXX as agreed on a recorded line. So the bank marked it as a merchant error until further. I finally got a hold of a manager that day. I don't recall her name but she explained to me how the program worked and the representative should not had set up XXXX 's payment on XX/XX/XXXX. She explained to me if I keep XXXX 's payment as is then we will stay in the trial program that we were given. If not then we would have to regroup and figure a new solution for us. So she did not reverse the charge back. I quickly called my bank and I told them the situation I left it as is. For some reason the system marked that the bank did a reversed charge. I sent over the statement to loss ligitigan showing that the payment came out of my account. My husband and I called back on the XXXX of XXXX to make a payment arrangement since the manager had canceled the XXXX because of the payment coming out on the week of the XXXX for XXXX monthly payment. it's showing reversal we could not make a payment of the month of XXXX until a manager reset the program for us. We had called XXXX times. every representative had stated they have seen us call multiple times to get the payment arrangement. We just had to hang tight. I spoke to so many people that promise they will call me the next day or right after the holidays and not XXXX representative has done that. I finally spoke with a gentleman today. He told me that they need to see an actual hard copy from my bank of XXXX statement. No problem. I called my bank which is XXXX XXXX. Keep in mind as you probably know they don't have branches, at least not near us. Everything is done online. They said it will take up to XXXX XXXX XXXX days for them to send the XXXX statement. Once again. That's going to push us back a lot further than what we are right now. All we want to do is make XXXX 's payment and now upcoming month for XXXX. Can we just please figure out how we can just move forward with XXXX 's payment and so we can make these other XXXX payments so we don't get behind again. It has been an absolute horror. I even called XXXX XXXX to see if there is another way to get these payments but they said unfortunately because they merged you they can't. I have XXXX kids, a XXXXyear-old with special needs in the XXXXmonth-old. I can show you proof that we got screwed from our former bank that put us in this hardship and we finally move forward with another bank. We couldn't afford an attorney to help us with the situation. they all told us it was not worth the retainer plus other fees. I was told by multiple agents before this gentleman called me about your company was just going to reset the program. I don't want to be behind any further than we are. Can we figure out a solution if I can just send you a clean copy of our bank statement and then once the bank sends me the hard copy send that to via fax?
I have to go up higher to you because it seems like I'm not going anywhere with representatives.
I apologize for the long email. My husband and I just want to just get our payments done and move forward from this nightmare.
If you have any questions you can respond to this email or contact me XXXX.
Sincerely, XXXX XXXX
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| 12/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Loan sold or transferred to another company
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Web |
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Our mortgage loan, held by XXXX XXXX XXXX, was acquired by Shellpoint Mortgage, both under the umbrella of Newrez effective XX/XX/2023.
Our payment made for XX/XX/2023 was paid to XXXX XXXX XXXX, but not properly credited when the loan was transferred and has subsequently caused Shellpoint to record our account as past due and take steps to collect.
Over the last three months, we have attempted to work with Shellpoint, providing proof of payment so that the error would be corrected. To date, weve experienced near-constant frustration and appear to be no closer to resolution.
We have made dozens of calls, sent emails, and written letters. We requested a complete written transcription of all activity on our account, including a transcript of all phone call communications.
Following is a narrative of activity.
XX/XX/2023 : XX/XX/2023 loan payment made to XXXX.
XX/XX/2023 : Received notification that the loan had been transferred to Shellpoint.
XX/XX/2023 : Received a phone call from XXXX XXXX introducing Shellpoint and offering to help us set up our online account. Unable to activate the account, was told to try again later.
XX/XX/2023 : Follow-up email to XXXX XXXX XXXX Newrez requesting additional assistance to set up an online account. Due to an error in setup on the Shellpoint side, the account was not able to be activated. No response was received.
XX/XX/2023 : I received a call from XXXX XXXX at Newrez stating XXXX payment was not made. Proof of payment was provided again via email to XXXX.
XX/XX/2023 : Email XXXX XXXX asking again for a call to assist in setting up an online account. No response.
XX/XX/2023 : Email received from XXXX XXXX at Newrez, again stating XXXX payment was outstanding and the XXXX payment was due.
XX/XX/2023 : Phone call to Newrez, asked to speak with XXXX XXXX, who was unavailable so spoke with XXXX XXXX. Explained that payment for XXXX had been made to XXXX, proof had been submitted as requested but the account is still showing the payment not made. XXXX stated she would follow up and get back to us. No follow-up was received.
XX/XX/2023 : Sent follow-up email to XXXX XXXX XXXX for an update. No response.
XX/XX/2023 : Phoned XXXX XXXX and was told unavailable so helped by XXXX XXXX. XXXX explained that XXXX XXXX is in residential so should not have been handling our loan, so likely the reason for no follow-up. XXXX would leave a message for XXXX to return my call.
XX/XX/2023 : Received an email from XXXX XXXX stating proof was received and the task is being resolved. XXXX will be in touch when updated. No follow-up was received.
XX/XX/2023 : Received email notification that loan was past due. Sent XXXX a follow-up email with a reminder narrative of XXXX error and provided proof of payment.
XX/XX/2023 : Email to XXXX XXXX asking for follow-up or the name and contact information of someone who could help us.
XX/XX/2023 : Called Newrez and spoke with XXXX XXXX who stated she would reach back out to XXXX for proof of payment. Followed up by sending an email to memorialize our conversation including XXXX personal guarantee to monitor the account and to reach out to us before the end of the month and before any report is made to credit agencies.
XX/XX/2023 : Sent final demand email, memorializing the issue, providing proof of payment, and requiring a response before XX/XX/2023. No response was received.
XX/XX/2023 : Called and spoke with XXXX XXXX who advised that we provide by mail a written narrative of activity on the account, including printout of all correspondence and supporting documentation of the XXXX payment.
Further, XXXX confirmed that there was no record of late payment, no assessment of late fees, and no record of reporting to credit agencies.
XX/XX/2023 : Sent letter of FINAL DEMAND via USPS. No response was received.
XX/XX/2023 : Phoned Shellpoint to make the XXXX payment. Was told the XXXX payment would be applied to XXXX as our account is past due. Explained to three customer service representatives that the account was not past due. Left on hold for over 40 minutes, disconnected, and had to call back. Was forced to make a payment and have it applied incorrectly due to Shellpoint 's poor accounting.
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| 11/04/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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ME : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MA XXXX Home : XXXX Cell XXXX XXXX- Please feel free to contact me anyway at anytime between the hours of XXXX EST.
I have to set the context of this complaint or it won't really be totally clear.
XXXX XXXX ) I have two separate complaints, one is with XXXX XXXX and the other is with a VA loan refinance via NewRes mortgage company , the company that bought my existing home loan with the previous mortgage company went Chap XXXX.
XXXX XXXX XXXX This is about age discrimination and how it is in GOVERNMENT regulations regarding how these loans are granted.
FACTS : I'm a XXXX XXXX XXXX years of age and a XXXX. In this industry, when a XXXX XXXX over the age of about XXXX finds themselves unemployed, it is very difficult to find full time employment again. Not impossible, but very difficult for most of us as companies want young people who will not only work for less, but they feel have the runway to work for their company for decades. I have been told this to my face by managers at more than one company. XXXX, just for example. But it's endemic in the industry- probably many others beside high tech, but certainly this one. What this means is that the average contract is typically XXXX months to a year. And between contracts if you are able to land a new job in XX/XX/XXXX months you're doing great. This is at a time when you really need to be able to save for retirement so there is a perpetual boom bust, pay off the bills you accrued during your last unemployment stint, and then run them up after your contract is over. If you leave contracts early, customers are NOT happy and you will likely not get a good reference- your next job is highly dependent on your last job. If you complain of ageism - Then you're a trouble maker.
My problem with this agism, isn't so much how industry treats older workers as disposable, but more as how government regulations have really done a major disservice to older workers how are stuck in this ageism dilemma.
Earlier this year, it was clear that my home heating system of forced hot air was making both my wife and daugher sick and had been for at least XXXX XXXX years. After bringing in a XXXX, he told me to rip out my whole forced hot air system and replace it. So I applied for a XXXX XXXX XX/XX/XXXX interest loan for ~ $ XXXX to replace with a heatpump and got it. Even though I have NEVER ( in my XXXX XXXX history ) missed a loan payment, and had a credit score of high 700-mid 800s ( almost perfect ) and had a couple of hundred thousand dollars in the bank- I was denied the loan because at the time I was between contracts ( I am working a contract now ). When I work- if I work for a full year I would typically make about $ XXXX, but usually out for a few months every year. So DENIED.. now that is in a high interest loan now. They blamed XXXX XXXX and said the government set the standards for the loan. I wouldn't have done it if I had known this would happen- but you don't find out until the end.
Next - I applied for a refinance of my VA loan ( standards also set by the US government ) to lower my mortgage- they by saving me tens of thousands in my mortgage and giving me some more money out of my property to finish other home improvement tasks as ultimately the value of my home will be my retirement.
Both of these discriminate against people like me who can only get contract work, even though we have been both disciplined and a decades long proven track record of a responsible buyer. Thus punishing me for being old, as I would NEVER chose contract work - no medical, no benefits - my average medical insurance payments are $ {$2300.00} a month - now I'm dropping medical because I can't afford it in a gamble that I will make it to XXXX before something happens to me- but I will still have to get insurance for my wife and daughter.
I know the people who came up with these programs didn't set out to punish older workers at a time they need programs like these the most - but it is clearly working out that way. I have made now several bad financial decisions because of believing that there would be reasonable terms on government loans and not being rejected as I am a XXXX as I am old.
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| 07/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been struggling to pay the mortgage as a result of my husband having a a XXXX XXXX/XXXX in the last two years. We are self employed with two different sources of income. We have a business my husband runs, a small XXXX XXXX, when he fell ill, our income dropped dramatically as he could not work in the XXXX. We also took care of XXXX XXXX, but I had to give this up as well, due to our situation.
As a result of our financial situation, I reached out to Shellpoint and Keep Your home California. I had to focus on one as I was advised that I could not apply simultaneously. After months of submitting documents to Keep Your Home California, I was denied because my DTI ( debt to income ratio ) was a fraction of a % over 38 %!! Initially they had calculated the the DTI incorrect audit and it was just under 38 %. I was told that it had to be at least 38 %, then at 38 % so I was told one thing and denied for another. The denial came in XXXX. I then had the documents prepared for Shellpoint Mortgage. I kept sending them the requested documents and revising to what they were requesting. While I was in the process of submitting the documentation, I was sent a trustee sale for XX/XX/XXXX! I immediately asked for a postponement, and the person assisting me was also requested a postponement. This of course is extremely difficult and has also caused a physical strain on my husband and myself.
I have provided everything Shellpoint requested and the ratios are within the parameters of their program for modification. So I submitted ALL of the documents requested, the representative and I followed up to request a postponement once again, and I was told that Shellpoint had to review the documents before they could postpone. The representative assisting me, spoke with Shellpoint 's representative and advised that they should be able to postpone at the point Shellpoint had ALL of the documents. Finally as of XX/XX/XXXX the representative finally confirmed receipt of ALL of the documents in the manner that I was advised to submit. Couple of days later I was advised that the postponement had been granted and was extended to XX/XX/XXXX.
I had the hope that we would be properly reviewed and granted a modification because all of our documents were submitted just as the servicing company had advised, with all of the changes requested, with more documents requested upon submitting the first documents.
Then on XX/XX/XXXX I received a letter advising that I needed more documentation but it appears it was the same information I had sent them or requesting more of the same. The letter was dated XXXX, it was postdated XXXX, and I was asked to submit the documents by XX/XX/XXXX, while I received the letter on XX/XX/XXXX. Of course I was in stress mode! The representative reached out to my lender XXXX, however did not connect. Finally on XX/XX/XXXX, she was able to speak with a Shellpoint agent, Ms. XXXX, who then proceeded to advise that my modification was denied as of XX/XX/XXXX. My advocate representative advised that I was not given the opportunity to go over the letter dated XXXX requesting more documents. Ms. XXXX then advised that she was not denied because of the documents, but due to previous modifications! This had not been discussed before. I had received a modification back in XXXX because a I had a toxic loan initiated with XXXX XXXX XXXX. However, as I mentioned originally, we fell upon difficult times as business fell, and my husband had the XXXX XXXX, which devastated our income and our lives. Our family needs your assistance and the bank 's assistance to allow us to keep our family home.
Additionally, Peak Foreclosure Services, finally sent me a payoff amount on behalf of Shellpoint, which shows a lower amount by about $ 25k. I also kept asking Shellpoint for a payoff but they kept putting me off. Finally I was told it was because I had filed a BK so they could not send one, but kept saying it was requested and would take a few days.
Advising one thing and doing another has taken a toll on our family. We desperately need your assistance as this is an insufferable situation and we can certainly pay the monthly payment based on our current income.
Thank you!
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| 06/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I have been tying to get our PMI removed since XXXX of XXXX we contacted Shellpoint customer service to request that our PMI be removed. We were informed that they would mail us the requirements and a form that we would have to fill out in order to get the process started. After several weeks of not receiving such information I called back again and made the same request. The customer service agent apologized and said that they would get it out to us right away. Again, several weeks pasts and no information. I called for the third time making the same request and asked if there was a standard turnaround time in which I should be receiving the information. The customer service agent looked in my file and did see the previous two request however he could not explain why I did not receive the information. He explained to me on the phone the requirements, which included that our mortgage had to be in good standing and that we would have to pay for an appraisal and our home would have to be at 80 % LTV or less in order to qualify. He informed me that he would have that information mailed out and he gave me a deadline date by which I should receive it. Thankfully, this time I did receive the information within the time frame and we filled out the required paperwork and mailed it back.
On XX/XX/XXXX I received an email from XXXX XXXX from XXXX XXXX XXXX informing us that Shellpoint had put in an order for the appraisal on our home and requested that we call to make an upfront payment. On XX/XX/XXXX the appraisal was completed. I believe on XX/XX/XXXX I contacted Shellpoint to find out the status of the appraisal. The customer service agent that I spoke with informed me that my home had appraised at {$500000.00} bringing the LTV at 73.82 % which was below the required 80 %. He said that we now met the qualifications to have the PMI removed and that we would not have to pay PMI on our XXXX payment. He informed me that I could log into my account in the next few days and the information would be updated. He also said that he would email me the appraisal. The following week I checked my account and no information had been updated and I was still be charged PMI. I also had not received the email with the appraisal. Over the course of the next 4-5 days I called daily, waiting on hold about 40-60 minutes each time, and was told a variety of information. One agent told me that my appraisal had not been done, I insisted that they look again because it had been completed and I was given the appraisal information over the phone. After putting me on hold for a very long time she came back on the phone, informed me that she found the appraisal and she opened an PMI research case. She also said that she would email me the appraisal, which I never received. I called back the following day, informed the customer service agent of the situation, told them I never received the email of the appraisal and that I wanted my PMI removed. They also said that they would email me my appraisal, I never received it, they said the previous customer service agent used the wrong task and that it should have gone in as a PMI removal, not a PMI research. She also told me that I would not have to pay PMI on my XXXX bill and that a manager would call me. Yesterday, I called again looking got an update. This time I was told my request has been denied and that no one should have ever told me that my PMI would be removed. The customer service agent said that my PMI is based on my original purchase price and my original appraisal which made my LTV above the 80 %. That made no sense to me because why would I be required to have an appraisal done now if Shellpoint was only going off the original information?? Fast forward to to XX/XX/XXXX, we again requested that our PMI be removed since we now it 80 % LTV of the original purchase price. Shellpoint sent out an appraiser and again we met the qualifications. We have spoken to several different customer service reps over the last several days and they all tell us that we have been approved for PMI removal and that we will receive a letter in the mail. I also sent email requested the status on XX/XX/XXXX and XX/XX/XXXX and no responds.
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| 01/05/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American |
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Date Series of events ( XXXXXXXX XXXX XXXX XXXXXXXX ) XXXX XX/XX/XXXXXXXX XXXX Hurricane Ian - home unlivable due to flood and wind damage XXXX Shellpoint loan forbearance offer XXXX XXXX XXXX XXXX loan payments delayed with the understanding of deferment to follow ( add missed payments to the end of the existing mortgage loan ) XXXXXXXX Shellpoint request for information re : loan deferment XXXXXXXX XXXX hardship letter submitted XXXX Shell point requests more information XXXX Shell point requests more information XXXX XXXXXXXX XXXX hardship letter revised ( more detail ) XXXXXXXX Shell point mishandled our document submission - resubmitted XXXX Shell point denied deferment due to Incomplete case file aged over 90 days - we stated that it was Shell point 's slowness that caused the open file XXXX Shell point requested additional current info and continued deferment processing XXXX Shell point countered the deferment ; offered loan modification ( higher interest rate ) ; we said we want them to finish the deferment approval XXXX Shell point re-submitted all deferment file to the investor for review XXXX Shell point requested new/current bank statements XXXX Submitted requested new/current bank statements XXXX Shell point said to disregard previous Incomplete Notice XXXX Shell point informed us that they have re-submitted deferment request and the process would require 5 days XXXX Shellpoint informed us that the deferment request continues but declares the loan is now delinquent XXXX We received a XXXX credit alert that Shell point reported us as delinquent ; Shell point did not communicate with us that they were preparing to report us. Had we known, we would have immediately paid the approved forbearance amount ( see XXXX XXXX event ) XXXX We emailed Shell point that we have made all post forbearance mortgage payments timely ( XXXXXXXX XXXX ) ; Shell point 's protracted deferment process is the root cause of their system delinquency XXXX We emailed Shell point requesting removal of their negative credit report XXXX We paid the arrears in full and emailed Shell point that we no longer trusted them XXXXXXXX We submitted a complaint to Shell point management, as instructed by XXXX, and were told that a Supervisor would contact us ; no Supervisor has contacted us as of this date XXXX Shell point informed us that they had the right to report our delinquency and did not accept responsibility for the time lag ; in their letter, they mentioned that the deferment process was ongoing when we made the arrears payment XXXX XXXX XXXX XXXX I spoke to XXXX. We've continued our timely mortgage payments for the past 4 months. We hoped that Shell point would take notice that we are not a credit risk. I asked her how we can pray for Shell point relief related to the two late payment notices on our credit report. We have learned that my XXXX score has suffered greater than XXXX points due to the two late payment credit reports. She said to submit our request to Loan Services. XXXX Shell point provided a letter restating that Shellpoint had every right to report the two late payments. However, Shell point did not address the single central issue. They admit that our request for deferment was active and being reviewed. Without notice, while we were waiting for their decision, we were reported as being late. We were not told that the deferment would require late payment notice to the credit bureaus. XXXX XXXX I spoke with a Shell point representative. I explained that the issue of being late was due to Shell point, not us. We were waiting patiently for Shell point 's decision to defer the payments. The 2 late payments were Shell point 's fault, not ours. I was provided a Case # XXXX and told I could call back for status updates. A new review would require 2-3 weeks. I do not believe that Shell point will understand and accept blame.
Shell Point did not inform us of their intention to file late payment credit reports while participating in their forbearance/deferment program. Shell Point invited us to participate in their programs. Shell Point is to blame for our 2 late payments and Shell Point has yet to address this issue nor accept responsibility and blame.
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| 08/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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On XX/XX/2023, I mailed my loss draft ( {$41000.00} with all supporting documents ) in overnight mail, and it was received by NewRez XX/XX/2023, at XXXXXXXX XXXX. I called XX/XX/2023, and was advised it was received XX/XX/2023 ( even though I have record it was received on the XXXX. At that time, I was advised it takes 6-8 days to process and get a payment sent to me. I called again on XX/XX/2023, to check the status of the payment being issued to me. I was again advised I needed to give the company 6-8 business days to review and complete. I called again on XX/XX/2023, which was the ninth business day. I was advised the check hadnt been sent out to me yet, even though it showed it had been deposited by your company on XX/XX/2023. I now was advised it takes 8-10 business days for approval and to authorize payment. At this time, I decided I was going to refinance and go to another company, even though I had a 3.325 % APR. I had over {$50000.00} damage on my house due to a hailstorm and I couldnt pay the 50 % down payment all the contractors want to start repairs. On XX/XX/2023, I spoke with Supervisor XXXX XXXX in the Loss Draft department. She had advised me the payment had been approved, but it takes 2-3 days to process. She reassured me they would send the payment in the 2-day tracking return envelope I paid for so I could see when it was sent out and track it. On XX/XX/2023, I hadnt seen any activity on my return envelope, so I called in again and spoke with XXXX in Loss Draft department. She initially said it had XXXX had advised me two days ago. She put me on hold and came back with an attitude saying, youre going to have to wait for the processing which takes 8-10 days. I admit I became very angry and demanded a supervisor and she transferred me to XXXX. XXXX advised me there was an error in moving the funds and he would guarantee the funds would be sent out within 24-48 hours in my return tracking envelope. He also guaranteed me he would call me if there were any issues. I called almost everyday the week on XX/XX/2023, getting nowhere. On XX/XX/2023, my refinance funded and NewRez was paid off. When I called that day, I was advised everything was sent over to customer service. When I asked why because it was supposed to be sent to me, I was advised that was the process. I was advised again I needed to wait 6-8 business days for everything to get to where it needs to be, and the check would be processed. I called on XX/XX/2023, and spoke with XXXX XXXX in customer service. He stated that {$40000.00} was sent to us through XXXX. I explained Newrez didnt have our XXXX information or authorization to do that ( he agreed ). NOTHING had been deposited into our account. XXXX asked me to give him 48 hours and he would investigate what happened with the payment as he agreed it shouldnt have been sent by XXXX. I called him back on XX/XX/2023, and XXXX advised he didnt have any answers. I explained to him I wanted answers by end of day XX/XX/2023, or I would be emailing the XXXX team. I emailed the XXXX team end of day XX/XX/2023. On XX/XX/2023, XXXX XXXX called me at XXXXXXXX XXXX ( Central Time ) and advised the Loss Draft Department mailed the payment, {$41000.00} and used my 2-day tracking return envelope yesterday ( on XX/XX/2023 ). I advised XXXX I had checked the tracking number in the morning and there was no update. I advised XXXX I would check again when I got to my computer. I checked my computer and the tracking number and there was no action with anything being mailed. I attempted to contact XXXX XXXX again to advised and was advised he was not in. I requested to leave a voice mail message and left a detailed message with what I'm seeing on the tracking.
This is an unreasonable amount of time for NewRez, LLC to return my insurance claim payment to me so I can start repairs on my house. I can understand 6-8 business days from the time they initially received my documents but not this long. I have spent well over 20 hours having to follow up on this matter and been placed on hold, I've loss the production of my solar panel due to the hail storm that damaged them and should be consider interest for them holding my payment.
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| 03/25/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I am an heir of my father 's property who died in XXXX. At the time a loan assumption paper was signed by me and my siblings ( 4 total ) to assume his first mortgage but the loan assumption was not signed by XXXX XXXX to bind the contract.
There are two other mortgages that was deferred until XXXX and XXXX that is good standing. At the time the first mortgage was assigned to XXXX XXXX. During that time we appointed my sister as the legal representative and she tried to assume the loan but did not pass the probation.
However, during the process XXXX XXXX sold it to XXXX only in my sister 's name and my deceased brother who was XXXX XXXX and could not XXXX enough to understand what he was signing ( if he signed it ). Prior to the loan going to XXXX I had to go through a lot to get XXXX XXXX to give me information about the loan but by the time they did it went to XXXX Because I was an heir and had assumed the loan so I thought. I do not believe that it was fair and I believe that XXXX and Shellpoint Mortgage Servicing violated my rights to the information regarding my deceased father 's loan. And due to their negligence I was not able to get information about the loan until XXXX and learned that she had no paid rent since XXXX.
My sister abandoned the property and I have moved in to save it from foreclosure which has a sale date XX/XX/XXXX at XXXX XXXX and Shellpoint Mortgage Servicing will not allow me the time to resolved this matter. Because I they withheld information from me since they first received the loan from XXXX in XXXX and did not discuss it with me until XXXX after reporting it to my credit ( which was disputed because they did not allow me to access any information about the loan ). I even tried to get them to send the information to my P.O. Box but they refused stating that they could only send it to one address ( there was four borrowers ) .I believe that they should allow me 4 years to resolve this matter and not 4 or 6 months because the arrears is now at least 48,000. Had the not refuse to give me information about the loan something could have been worked out before it got to that amount.
Since sending in documents to FINALLY get access to the account they have added my name to the loan but honestly I do not believe the document that they are basing it on is legal and binding without XXXX XXXX signature on it ( which means the loan should be still in my deceased father 's name ).
Upon learning all that I have about the loan I petitioned the court to reopen my father 's estate to have my sisters name removed from legal representative. It was removed and I was appointed the legal representative in XX/XX/XXXX.
I goal is to get our property that have been in the family since XXXX out of foreclosure and clean up my father 's estate which can not happen in 4 to 6 months. I was told by one of Shellpoint representatives that there was no point in giving an attorney my money to stop the foreclosure with a Chapter XXXX bankruptcy because it will not happen.
Based on the incomplete documents the loan is still in my deceased father 's name and it was not only in my sister and brother 's name because nothing was officially assumed or modified.
Due to the confusion that has been created my brother refuses to do a quit claim deed or loan assumption to protect his asset and my sister who was allowed to create such a mess as abandoned the property with no forward address or phone number.
Given the present circumstance as my father 's personal representative I should be able to either reinstate his loan and have a payment plan for at least 4 to 5 years to pay the arrears without modifying the loan which would require the signatures.
I have been advised to get from the courts and other agencies to get legal representation but the attorneys that I have spoken to all say that because of the date of the sale they are unable to take the case because of their workload.
I was referred to you from the XXXX XXXX County Community Development in hope that you can help to stop this foreclosure and five me time to resolve this being that they neglected to give me the information all these years.
|
| 08/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Please help!
The Issue : Shellpoint Mortgage Servicing ( a division of New Rez ) XXXX XXXX XXXX, XXXX XXXX XXXX, MI XXXX Subject & Main Issue : Loss Drafts Department On XX/XX/2022, we were issued payment from XXXX XXXX due to a loss under Homeowners Policy 's Coverage A Dwelling and/or Coverage B Other Structures in the amount of {$14000.00}. The draft was then sent to our Mortgage company with all supporting documents with a copy of my husband, XXXX XXXX. XXXX XXXX Death Certificate along with a cover letter, from me, dated XX/XX/2022. Shellpoint advised the Processors would send draft to be endorsed and return to me within 10 business days, however could not guarantee when it would go out. I indicated several times that my husband was deceased and I included a Death Certificate with a Cover Letter. Time passed, and I contacted the Loss Draft Department again where I spoke with representative, XXXX where she indicated, the draft had not been sent because they could not find the Loss Date. I then pulled up the email via cell and read off the Loss Date from the letter sent to me by XXXX XXXX to XXXX. Next, was told by this representative, the draft would be sent to processor and she would send email to try and expedite process. I even paid {$26.00} to send draft via XXXX as suggested by one of the representatives from the Loss Draft Department. When the draft was sent to me, the names on the check were incorrect since my husband had been deceased, and I could not deposit it into my account this way to complete repairs on my roof. the Loss Draft Department gave a runaround when draft would be corrrected and sent. Next, I called to speak with a Supervisor or Manager to get a timeline on the processing of this draft, and was told by representative, " XXXX '' the Processors/Managers do not speak to customers, was placed on hold and then told that " Two XXXX PDFs '' will be sent one to you one, to send draft back to be processed in correct name and the other will be for Shellpoint to send back to you and the endorse time should take 10days, however XXXX stated an email would be sent to processor to try and expedite, but no guarantees. I sent the check back to Shellpoint, Loss Draft Department with pre-paid lable for XXXX on XX/XX/2022.
I called on XX/XX/2022 to track receipt of draft and was told by another representative the draft wasn't corrected or sent because they ( Loss Draft Dept ) were missing documents and that my husband 's death certificate was not on file. I could not believe this, I indicated that I not only attached cover letter indicating the death certificate was enclosed, I sent it Priority Mail with Signature Requirement and that it had been received by a " XXXX '' on XX/XX/2022 at XXXX. This representative began to argue with me and tell me, he needs a death certificate, and he asked to received it via email, if possible. I thought, that's super strange, this would be the third certificate I sent your company. I sent the third death certificate to his email XXXX where this representative indicated, " normally we do not received documents this way, however I'm making an exception '' He then said that they have everything now and can issue draft to me with correct name, but could not and did not tell me when it would be processed and sent back XXXX 2 day delivery, since the lable had already been created.
Lastly, I called today XX/XX/2022 and the representative, placed me on hold of 30minutes only to tell me to call back this Thursday and ask when draft would be sent. I told her, your representatives have been telling me this since XXXX when I ask when I'll receive this document, and every one there gives me a complete run around and refuse to let me speak with someone higher up and this is why I've decided to file this complaint. My apologies for the length. I tried to shorten dialogue since every call to this company was lengthy and full of hassles and run around, losing documents, telling me " well since your mortgage is not delinquent, we may be able to expedite draft '' and so on. I just want my roof replaced before the next storm hits. I already have " tarp '' on the roof, please help.
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| 10/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Paying off the loan
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Web |
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I had a house fire and so I requested a payoff statement from Shellpoint Mortgage Servicing who holds the mortgage. The insurance company sent a check for the payoff amount, which was cashed by the mortgage company, but they are still sending bills and won't apply the amount received to actually pay off the mortgage. Every phone call I am assured that it should have been applied and they will take care of it, but it still hasn't been applied.
Notes from my phone calls with the company : The following was sent to XXXX as per XX/XX/XXXX conversation with XXXX I requested a payoff statement from you, which I received and is dated XX/XX/2023 for a payoff amount of {$28000.00}. This amount is good through XX/XX/2023.
XX/XX/XXXX I spoke to XXXX to be sure I was doing the correct thing before sending the insurance claim check for {$28000.00} to pay off the mortgage. She only told me how to endorse the check and where to send it to.
XX/XX/XXXX check for {$28000.00} was mailed to you with a notation that it was for the mortgage payoff for loan # [ account number ] for [ address ], XXXX IL XXXX XX/XX/XXXX the payoff check for {$28000.00} was delivered to you ( according to the tracking number ) by 2-day mail XX/XX/XXXX the payoff check for {$28000.00} was cashed XX/XX/XXXX I talked to XXXX but she couldnt help me, so she transferred me to XXXX in the insurance claims department. He stated that what I had sent with the check was sufficient for a letter of intent and he didnt see why it hadnt been processed that way. He sent an email to his supervisor to expedite getting it recorded.
XX/XX/XXXX I talked to XXXX in insurance claims, she transferred me to XXXX in personal service, she transferred me to XXXX in loss draft.
XXXX stated that the wording was wrong in the note with the check, the only difference being that it didnt say I intend for this check to be used as the payoff. I was never told in my original call with XXXX, nor is there anything in the payoff notice that states I have to send a letter of intent at all or with that wording, it only states that the loan number is needed. The attached note has the exact wording she told me to use, although it should not be needed.
She transferred me to XXXX XXXX in customer service to generate a new payoff statement. I stated that I wasnt going to pay any extra, as the failure to record the original check was not my problem, it was theirs. She escalated the request to accept the original check for {$28000.00} as the payoff.
In summary, I did exactly what I was told when speaking to your representatives in sending in the payoff check and in subsequent conversations. Please accept the {$28000.00} check as payoff for the mortgage as stated in the payoff letter dated XX/XX/2023.
The above was sent to XXXX as per XX/XX/XXXX conversation with XXXX They responded with an email that they couldn't open the attachment ( a pdf ). I sent the statement of intent again as a pdf and as a jpg.
They then responded that they had received the documents and uploaded the claim for review.
No further response received Added XX/XX/2023 Spoke to XXXX XXXX or XXXX XXXX XXXX He sees that it is still an active loan, with a loss draft posted for {$28000.00} He sees no reason for the payment not to have been processed with the information they have He spoke to the loss draft department, they said no manager has approved the payoff He sees no other complaint entered in the system, although every person I talked to has told me they have escalated this and sent it to supervisors There is nothing behind doors that hasnt been done to accept the payment He told me he submitted a complaint both to his supervisor and to the top administration Will receive an acknowledgement letter in the mail within 2-3 days also copy to email It has to be resolved within 30 days He will send a personal follow up email so I know it is still being worked on As of XX/XX/2023 No letter of acknowledgement of a complaint has been received, either by email or postal mail Two emails with current payoff statements were received dated XX/XX/2023 and XX/XX/2023, both of which have additional interest and fees
|
| 10/16/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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For the last 18 months, I have been on COVID-19 mortgage forbearance. During that time, the lender was required to report my account as current, showing only the amount of the loan and the monthly payment and freeze any activity. Per advice from sources at that time, homeowners were advised to regularly check their credit reports to ensure that the lender was reporting the mortgage loan accurately. I became concerned when I noticed that the mortgage amount increased each month, which indicated some kind of activity. I questioned the lender in writing and by phone and never received an answer to any written query. My verbal queries to my lender contact resulted in advice to check with different departments within the bank. None of the departments replied. I resorted to filing 2 separate disputes with the credit reporting agencies to possibly get an answer. The dispute was noted as investigated, but no results were changed or explained. The amount of my loan as reported to the credit bureaus has continued to increase. In addition to the monthly increase to my mortgage balance, my credit scores have continued to be negatively impacted, having decreased by more than 12 points during the forbearance.
The greater of my concerns about the lenders handling of my forbearance has been the multiple annual escrow reviews that have resulted in an increase in my monthly payment by more than {$330.00} since XX/XX/2021. These reviews do not appear to be based in fact, because my property taxes and insurance have decreased this year. The formula on which the bank bases its claims is a formula that includes projected amounts the bank has arbitrarily calculated. This formula does not produce accurate monthly escrow accruals, but also do not match with the increase amount reported to the credit reporting agencies.
As of XX/XX/2021, my COVID forbearance will end and I will begin the loan reinstatement process. I have not been given reason to believe that this lender will act in good faith and resolve the discrepancies created during this time period. The lender continues to blur the lines between COVID forbearance guidelines set forth by HUD and their in-house hardship resolution process. As such, I am concerned that the lender will continue trying to force me into a product that is not consistent with HUD guidelines, but that will make it unnecessarily hard to resume pre-COVID mortgage payments.
I have attached the following documents to further explain my concerns : 1 ) 2 credit reports from XXXX, dated XX/XX/2021 and XX/XX/2021. ( Note : I have obtained reports for these dates from all bureaus and can provide, if necessary ).
2 ) An XXXX dispute results page showing that my dispute was basically resolved by listing the new balance each month of the forbearance. My statement asking to specifically determine why the bank reported the increases was never addressed. ( Note : All 3 bureaus report similar resolution results ).
3 ) 2 monthly statements XX/XX/2021 and XX/XX/2021.
4 ) Two escrow review documents, dated XX/XX/2021 and XX/XX/2021.
My complaint centers around the lenders reporting my mortgage to the credit bureaus in a manner that indicates an increase in the loan amount for reasons that are unclear and for which they have been unwilling or unable to explain. The statements I receive each month are inconsistent with what is reported to the credit bureau. The escrow calculations add to my concerns that the lender is applying pre-COVID procedures that will result in a reinstatement process that will increase rather than alleviate my mortgage burdens created by COVID. Despite working closely with the lender over the last eighteen month, I have received correspondence and had verbal conferences that have been confusing, contradictory, and coercive.
When the forbearance ends on XX/XX/2021, I would like to resume payments that are equal or better to pre-COVID agreements, without changes to the terms ( i.e, interest rate increases and escrow overly high projections ), and that my credit standing be corrected and properly reported, with no penalties for having been on COVID forbearance.
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| 05/13/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Full details can be found in the numerous attachments with the first file named XXXX - Loan # XXXX ( 119 KB ) ) containing the full-length details of the complaint with the company and their response to that in the file named ( XXXX ( 231.2 KB ) ) In an effort to refinance my VA mortgage I conducted the process through Lending 3 last summer signing documentation in early XX/XX/XXXX. Lending 3 sold that mortgage to NewRez LLC which is a subsidiary of Shellpoint. Both of which are not financial institutions, but at best loan servicing companies or better classified as predatory debt collection agencies.
-Long story short the company proclaimed the ability to interact with active-duty service members and process allotments. As they are not a financial institute and I only have an account number which they used for internal tracking vice an actual bank account like a bank, the best they could provide is the XXXX XXXX routing number and their account number with XXXX XXXX to establish allotment. I asked in numerous conversations how does that gets credited to my account which they dismissed and explained they have away. As a result, this was set up XXXX for XXXX XXXX payment which due to their lack of clarity in process was not figured out until XX/XX/XXXX ( despite their extensive work with service members and allotments ). This lack of faith caused me to cancel the allotments and provide direct transactions as I was in fear of my account ending up late or delinquent because they could not provide any confidence that they had figured out.
Payments for XXXX, XXXX, and XXXX went through without concern. When I went online to make payment in XXXX, I noticed a late fee had been accessed and several bizarre transactions are taken on XX/XX/XXXX. In short, NewRez rescinded all previous payments and reallocated as they saw fit and omitted XXXX, payment explaining when I spoke with them that the XXXX payment had been misappropriated to my account and that all other payments were backwardly applied i.e., in that my XX/XX/XXXX payment intended for XXXX, was actually credited to XX/XX/XXXX 's payment. In this NewRez provided no evidence or could provide no proof of where the funds for the XXXX payment had gone. The uniqueness of this payment is that allotments set up through mypay, are in whole dollar amounts. as my mortgage payment {$2500.00}, there was appropriately on XX/XX/XXXX, and an additional {$0.00} applied to my principal providing some evidence that the payment sent from DFAS on my behalf was my payment.
In addition to all of this by just fabricating payment dates XXXX by omitting a payment without justification or any notification that they would access a late fee for the month of XXXX and run a 30-day late notice on my credit report. In response to this, I made an additional payment on XX/XX/XXXX along with payment of the late fee, in a sense of good faith that NewRez needed time to remove their heads from wherever they got it stuck.
Now, after my complaint has been processed, they not only acknowledge in the second sentence of their response that 4 payments had been made and were reversed, but NewRez also selectively decided which payments to apply and when to apply them. Most significantly XXXX and XXXX payments were applied on the last day of the month and XXXX 's payment applied on XX/XX/XXXX, which has now resulted in an additional 30-day late payment posting to my credit report. Interestingly I have provided proof of all payments and specifically the one now being contested on XX/XX/XXXX. To include NewRez statement which shows the payment being made and applied to the XXXX due date, with a statement from my bank declaring the payment processed accordingly and bank statements demonstrating the deduction from my account.
The attached complaint was sent on XX/XX/XXXX, after NewRez has refused to address the issue. Their response was received on XX/XX/XXXX, making the situation worse where they outward state they removed the payment and selectively applied them as they discern. Most of the issues addressed in the complaint were not addressed and made the situation worse.
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| 08/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I am writing because I have concerns that my mortgage servicer, NewRez LLC, is actively violating my rights as a consumer. I have attempted to work with them for 53 days now to resolve a banking error that affected my mortgage 's scheduled auto payment. Since then, I have experienced multiple failures of customer service that continue to effect my ability to ensure my mortgage will be paid on time. In the same period, NewRez LLC assessed fines and fees against me due to these errors.
Most troubling, they have also demonstrated a willingess to misrepresent the facts and mischaracterize my interactions with customer service to the Consumer Financial Protection Bureau.
For example, in their response to my complaint, XXXX, they state the following : " On XX/XX/XXXX you setup a recurring payment agreement with different account information. On XX/XX/XXXX notice, a Recurring ACH Setup Confirmation Letter was sent informing you the recurring monthly drafts you authorized will automatically be debited from your account beginning XX/XX/XXXX in the amount of {$2000.00} from the account ending in XXXX. Enclosed is a copy of the Recurring XXXX XXXX Confirmation Letter for your review. '' This response was dated XX/XX/XXXX. However, I am in receipt of a mailed letter dated XX/XX/XXXX, which states that my autodraft payments have been canceled. When I checked the website on XX/XX/XXXX, I see no recurring auto payments are established.
Furthermore, in a separate matter they state, " Our Customer Service Representative ( CSR ) agreed you may not have received adequate notification regarding the cancellation of your recurring payments and they submitted a complaint on your behalf. '' In fact, their XXXX agreed that the information shown on the webpage was inaccurate as she actively checked the screen I was viewing live on the call. This is a critical omission as the website accuracies and glitches are a core aspect of my complaint. However, NewRez states, " A review of our website has found it to be in proper working order and we decline to make updates at this time ''.
Furthermore, this is not the first glitch I have experienced with their website. When I attempted to make a payment on XX/XX/XXXX, XXXX pinged an account ending in XXXX, which is an account I actively deselected as it is no longer an open account. Instead, I manually filled in the form with banking information from a separate account. I have explained this to them a number of times, yet they omit this critical detail in their response as they only state, " On XX/XX/XXXX, a payment in the amount of {$2000.00} was received and applied as the XX/XX/XXXX installment. Our records show you attempted to pay your monthly installment with an account ending in XXXX. '' According to the Consumer Financial Protection Bureau, " Mortgage servicers have to set up their business so they can find correct information about your loan. '' https : //files.consumerfinance.gov/f/documents/cfpb_know_your_rights_mortgage_servicer_comply_federal_rules_handout.pdf Given NewRez ' effective non-response to my concerns and their continued inability to provide accurate information about my mortgage and the status of scheduled payments, I believe they may be in violation of federal law.
Furthermore, they continue a pattern of intimidation that I believe may be in violation of the The Fair Debt Collection Practices Act ( FDCPA ). For example, in their response to my CFPB complaint, they emphasize the power imbalance between consumers and mortgage servicers as they state, " Please be advised that it is customary in the mortgage lending industry for loans to be sold and transferred between lending institution. These transfers do not require the permission of the homeowner for them to take place. '' I have experienced other unprofessional behavior from their XXXX ( eg, hang-ups ), which I detail in my now two CFPB complaints as I attempted to resolve this matter, which again, remains unresolved. By refusing to address these issues and refusing to refund fees assessed, I believe NewRez may be actively attempting to create the opportunity for fee entrapment.
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| 07/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been in verbal and written communication concerning an escrow issue on my property.
History : XX/XX/XXXX - Shellpoint acquires and starts servicing my mortgage - I have no communication from Shellpoint - I reach out to Shellpoint to obtain my new account number to continue my automated payments - Shellpoint rep looks up my account, he shares with me my new account number and tells me the reason I haven't received any notices is Shellpoint has the wrong address on file - I find this very odd as Shellpoint has my mortgage details on a property that I have owned since XXXX, including insurance history from my HOA. My contact details ( phone numbers ( home and mobile ) and email address ) are also the same since XXXX, which are also on file with Shellpoint.
- I confirm all details with the customer service rep - I continue my automated payments to this new mortgage company It should be noted, I have never had escrow assessed, an issue or late payment with any mortgage company that my loan has been moved to in the past.
XXXX XXXX - I receive my first mortgage statement from Shellpoint ( it took 4 months to get one communication ) and notice there is an escrow fee {$63.00} - I call Shellpoint and speak to XXXX in customer service to figure this out as there had been no previous communication regarding additional fees - XXXX shares Shellpoint doesn't have any record of insurance on my property so they added it, hence the escrow fee - odd again - this property has always been insured.
- I share the property is a condo and has always had insurance and when they acquired my mortgage those details were in my file but I am happy to provide the insurance details again - My condo association sends the copy of the insurance details to Shellpoint and me on the same day, XX/XX/XXXX - XXXX also asks me to send an email with details and a copy of the insurance to the loan servicing group, which I did on XX/XX/XXXX as well.
- XX/XX/XXXX - I receive a letter that Shellpoint is investigating and will get back to me XX/XX/XXXX - I receive another letter from Shellpoint that " due to the complex nature of the matter they request additional time to fully respond to my inquiry '' - I am still making all of my automated payments ( not including escrow ) - I resend my original email with copies of insurance again to help clarify this " complex '' issue for Shellpoint XX/XX/XXXX - I receive an email from Shellpoint titled " Final Response '' on XX/XX/XXXX - I have several issues with this letter - Date of initial inquiry was XXXX not XXXX ( not a big deal but is another example of the confusion at Shellpoint ) - Shellpoint has mishandled this whole transfer of ownership - Now, I am being asked to reimburse Shellpoint for their mishandling/confusion = {$750.00} for Lender placed insurance ( LPI ) - I believe this whole escrow business is a scam that Shellpoint is pulling on all mortgages they have acquired - millions of dollars from newly acquired " already insured '' properties by not communicating with the property owners they need new proof insurance. Telling me they had the wrong address in their system from a company that holds your mortgage? No phone call or email??
- Property owners should be alerted if new proof of insurance is required and given a time period to respond before LPI/escrow is attached.
- I was not alerted or contacted in any way that Shellpoint needed new proof of insurance.
- I followed up with Shellpoint. My HOA complied the same day and I followed up with the same details on the same day XX/XX/XXXX that we were notified new proof of insurance was needed.
I have asked Shellpoint to have the {$750.00} fees be removed from my account and in the future be notified by any of the contact methods on file when an updated insurance certificate is needed.
I reached out to Shellpoint via email sharing the above details on XX/XX/XXXX and have had no response from them.
I shared the above details in a written letter to Shellpoint via a certified letter on XX/XX/XXXX and have had no response from them. # XXXX XXXX XXXX XXXX XXXX
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| 07/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/XXXX Simple rate and term reduction refinance application with NewRez. It is determined no appraisal needed ie done with a XXXX. 1st issue : during Initial Closing Disclosure process-ICD, we notified the lender via their system communication portal there was a charge for a {$500.00} appraisal but this was a XXXX and were advised that would be removed. Flash forward, closing docs. arrived, the charge was STILL on the CD?! We should have declined then but for the rate we couldn't pass it up! So, at the closing we crossed it off and initialed it, but the Notary was not okay with that. I advised them I do review closing docs. and I see this ALL THE TIME ; this way they/settlement agent can update/fix it before funding right?! XX/XX/XXXX the loan was closed/disbursed still including the {$500.00} appraisal charge? I mean did anyone review any of the signed docs.? That took until XX/XX/XXXX to be rectified by additional refund to us! 2nd issue : On multiple occasions we have requested assistance in understanding WHY the taxes that were collected at the closing were NEVER paid-we were notified in XXXX, XXXX, when the county treasurer cc 'd us on a letter sent to the Settlement Agent, XXXX, stating they owed for bounced check charges, taxes were not paid and delinquent and that this needed to be rectified by XX/XX/XXXX to avoid further penalties ( the taxes collected and paid at closing are now not paid and delinquent WHAT? )? Needless to say, I was beside myself and immediately reached out to ALL parties! It took until XXXX XXXX to get our XXXX Tax installment paid with the county - the funds were pulled out of our CURRENT escrow account ( all other charges had to be paid out of their monies to the county )? However, now all we have requested is for them to clearly 'show us the money '. An accounting of the funds in our previous escrow account/ the payoff/new escrow account/taxes paid etc. to be clearly provided to us because we received and are holding this so called " escrow overage '' check ; which is the 'exact ' amount of our taxes collected at escrow? The complaint is being filed because it is now XXXX XXXX with still no resolution/clear explanation from the lender, whom is our current loan servicing agent as well on the new loan, as to what happened. Supposedly multiple tax installments were paid and rejected by the county due to the taxes being paid but then if that were the case why was I contacted for non payment/delinquent taxes? Where did the funds from the settlement agent get applied? Why are we penalized and our new escrow is short? The Settlement Agent says they wired the monies collected for the tax installment, that the lender told them to stop payment on, back to the Lender because the taxes had been paid ( but again they never were ) so who had what wrong, when and why? I don't know but if I were any normal consumer not an actual closer funder I might not be quite so inquisitive. It is my job to know this stuff and right now I can not unravel this issue with what has been provided I just need to see it broken down old escrow all debits/credits new escrow all debits/credits payoff required/applied etc. and maybe then it would make sense that is all we have asked for? We have been patient but this has gone on too long it is their JOB to get this right? Not to mention the Settlement Agent has yet to ever provide an amended Final statement Statement. If they refunded monies to the lender they should have sent us a letter and copy of an amended final statement ( someone should be governing Escrow/Title in the same way as the lender in my opinion where's there time limit to do this stuff )?! Lastly for anyone that reads this far, I want it noted whenever you're involved in such transactions, PAY CLOSE ATTENTION TO ALL THE FIGURES DO NOT RELY ON THE PROFESSIONALS! Unfortunately, not all are created equal and DO NOT let things that don't look or feel right slide by inquire, question and ask for clarity to be sure all is right in the end. Hoping the information we seek is provided soon enough to avoid further issues!
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| 07/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Below is a copy of the email I sent the company. They are charging me {$620.00} for this appraisal.
To Whom It May Concern : I have been calling for several months regarding my PMI. You sent me a letter stating you would not remove my PMI, this is unacceptable and I would like to discuss this issue. I feel that this is a final attempt on my part before taking this up with a federal regulatory agency. If I am not contacted back today I will do so. Below is a review of the issues as I recall them, some of my dates may be off but that is immaterial to the matter : In XXXX or XXXX I contacted Shellpoint Mortgage regarding my PMI. I had purchased additional property behind my lot from the city and had it added to my tax parcel id number. Thus increasing the acreage of my lot and the value of my property. Several of my neighbors stated that they had called their mortgage companies and got a new appraisal and were able to remove their PMI. I contacted Shellpoint the servicer of my loan and they said yes you can do the same. I would need to pay for the appraisal. They emailed me a paper and I then had to fax it back requesting the appraisal. I am very aware of my loan 's LTV. However I felt that the appraisal would put my LTV under 80 % which it did. All of your conversations are recorded I have been informed by a representative of your company. This conversation should be available for review. I called several times to find out where we where at with this issue and was finally told your request was denied. I asked why and was told you are being mailed a letter, the agent couldn't tell me why but requested a review of the issue and would call me back. Because she felt it should be removed. This was been repeated I believe 3 times, over several weeks with no response from Shellpoint. Each time I was told someone would call me back. I waited several weeks or even a month and called again on Monday XX/XX/XXXX and was told Shellpoint does not remove PMI unless your loan is under 78 % LTV. I was further informed that this is per Shellpoint policy and taught in all training to their employees. I stated but my loan papers say 80 %. The representative proceeded to argue with me and told me I am wrong. I asked to speak with a supervisor and was told no one was available and they would call me back, there are only 3 supervisors there today and they are in a meeting. I stated I would hold for a supervisor the entire process including holding took 43 minutes. I have included a screen shot of the phone call, I called at XXXX XXXX Mountain Time. The woman I was speaking with then came back on the line and said all the supervisor were in a meeting and would have to call me back I could not hold any longer. She then transferred me to one of their voicemails. I left a message which was returned finally by a Mr. XXXX XXXX at XXXX XXXX Mountain time. That phone call lasted 17 minutes. He told me he would research the issue and contact me back. I asked him when would he call me back. He told me he was the only supervisor there and it would not be that day but possibly the next day. I stated that he had until the close of business on Tuesday XX/XX/XXXX. He made no commitment to do so but would try. It is now Friday XX/XX/XXXX and I have still not heard from him. I called again today and was told he was on call and would call me back. I left him a length voicemail. As of this moment I have not received a return call. At this point I feel I have been more than patient and this shows a lack of integrity and professionalism on the part of Shellpoint Mortgage. I feel that you as a company are not acting in good faith or within the law. Please advise if you would like to discuss this matter further.
I would like to state that every person that I have spoke with except one has been extremely professional and friendly except the woman I spoke to at XXXX XXXX on Monday XX/XX/XXXX. A fact that I find remarkable, I can only conclude that this is a lack of professionalism with Shellpoint as a company not with their very kind and polite call center operators.
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| 01/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had an approved modification with a payment due on XXXX As my pay source delayed my money to be received also in XXXX, my payment was delayed causing a cancelation of my modification on or about XX/XX/XXXX I received a letter limiting me to only choices to give up my family home and all of my equity earned by cash paid renovations and additions. I appealed this decision immediately, supplying documentation from My pay source that the delay was not my fault- To date, I have not received a response to my appeal. On XX/XX/XXXX. I submitted a new application for modification along with my appeal. I receive a letter acknowledging the application, giving me until XX/XX/XXXX to complete any documents that might be missing - I called to address same and was told different answers : that my application was on hold, closed, and yet other representatives told me that they had received additional documents for my file. I wrote a letter confirming that I had received the acknowledgment letter and expected Shellpoint to honor their letter giving me until XX/XX/XXXX, meanwhile, while not reviewing my file, they sent a Notice under power dated XXXX XXXX XXXX establishing the present sale date of XX/XX/XXXX, on or about XXXX/XXXX I sent a 10 day demand request for the XXXX accounting to the alledged owner of the note, as I also sent a letter of dispute for the amount of debt owed. I have receipts of all letters. To date I have not received any response. no representative has called me from Shellpoint regarding my application, the sale date, my requests for actcounting, nor dispute of debt - I also sent correspondence regarding no. Compliance with the Fair Debt credit reporting Act and reg x laws, particularly the section on dual tracking I recently received an offer, to reinstate the mortgage by paying an amount that includes fees and Atty fees and other fees that I would like to see on my ledger- To accept this offer, I called and spoke to XXXX at Shellpoint on XX/XX/XXXX - we raked for approx 32 minutes- she was understanding about my concerns - as this large amount may be harder on Me and my business, we discussed a repayment plan as well as a modification. XXXX reviewed my documents and said I can offer you a modification. She told me that my payment would be {$3100.00}. And the first payment would be due on XX/XX/XXXX. -she also set an ACH payment to be drafted on XX/XX/XXXX - I next received a call from XXXX XXXX the supervisor, explaining that before a pre authorized payment could be done, I would need an approved modification and to cal in approximately 2 days for the workout/ approval- I followed up on XX/XX/XXXX following XXXX holiday as he explained, spoke w the available representative, who was very rude, telling me that the average homeowner does not have knowledge of XXXX XXXX and said their were no notes on the file of the offer of modification given to me verbally and confirmed in my follow up letter confirming the conversation with XXXX on Friday XXXX XX/XX/XXXX. She saw the notes made by XXXX in regard to the Pre authorized ACH payment, but left out that he told me to call in approx 2 days for the workout approval. Time is running close now to the foreclosure sale date - Shellpoint is not returning my calls, reassigning representatives, even today I was directed to a new spice representative - I am being treated unfairly as a consumer in good faith asking for some assistance - I have had past experiences with Shellpoint in which were shocking and harmful that I have consulted with an Atty about who tells me I have a cause of action - I would like to retain my home and believe I Shellpoint isghod honor their own words both in the XX/XX/XXXX letter, and verbally by one of their representatives offering me a modification. It is just a matter of ethical good business. The foreclosure sale legally can not be held as the debt is disputed- this has been sent to the investors and cc to Shellpoint -? i would like to work with my mortgage co to the good of both me and Shellpoint - it takes 2 parties to make this happen
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| 01/07/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I made my XXXX mortgage payment of XXXX to XXXX XXXX XXXX. I checked my bank account on the morning of XX/XX/XXXX to ensure the payment was withdrawn successfully. At this time I discovered XXXX XXXX had withdrawn two payments of XXXX each. When contacting the company the rep stated that I had made this payment, which I advised I did not. She stated she would put a request to have one payment refunded but it would take 24-48 hours. I at this point asked to speak to a manager because I needed this t/a time to be sooner than 24-48 hours especially since a weekend was in between. I had no funds available in my account to cover two payments and this withdrew my bank account - {$610.00}. She stated there was not a manager available but she could schedule one to call me back. Up until apx XXXX on XXXX I had yet to receive a call back from a manager so I called customer service again. The rep stated that there were no notes placed stating a request was made to have a manager call me. She stated that there was a request made for a refund of a payment. This rep stated the turnaround time would now be 1-3 business days. I asked to be transferred to a manager again and she placed me on hold to get a manager. A few minutes later she came back to the phone and stated that she had down research on my account, instead of connecting me with a manager, and stated i set up the loan to draft a payment on my account on XX/XX/XXXX. Again i advised i did not make this request or else i wouldnt have made a payment on XX/XX/XXXX. She asked if I had submitted proof of payment being withdrawn and I stated that I was not advised to do so. I again asked to speak to a manager, she placed me on what she said would be a 2-3 min hold for about 5 mins at which point I had to disconnect because I was at work and had wasted too much time on the phone. I called back at XXXX that day and immediately asked to speak to a manager. This rep was very resistant on allowing me to speak to a manager again. After this rep doing more research she then got a manager on the line. The manager, XXXX at extension XXXX, answered the phone in a snarky way asking What can I do for you?. I asked if my situation had been explained to her. She responded very sarcastically basically stating that yes it was but she needed to know what I needed. After having to explain my situation for now the 4th time she stated there was nothing I could do and nobody else I could speak to. I asked for an address for office of the president or the issues resolution dept and she immediately stated that she was the issues resolutions dept. I rephrased my question this time asking for an address I could send correspondence and she provided me with an email. I asked her for a physical address and she started providing it like I knew this location not allowing me to write this down, I had to ask her multiple times to repeat herself because she would not slow down, on the 3rd time, I could hear her slam her hand down on her desk. I told her i heard it and to not do that to. I asked for someone to call me back that i could have direct contact with on Monday morning regarding this issue. On XXXX at XXXX I called customer service back because I again had yet to receive a call back. The automated message stated there was a high call volume but I could request a call back. It is now XXXX CST and I have yet to receive a call back. My account is still in the negative {$610.00}, including 4 {$24.00} NSF and I have already received a notice that one of my providers has suspended my service due to not being able to draft my regular payment. I have a toddler that relies on my income to survive and I have had to borrow money in order to provide for her over this past weekend. The customer service of this company is horrible and Id like some action on this matter ASAP. I would also like the payment issue investigated as to how this occurred in the first place along with a written explanation from XXXX XXXX XXXX so that I can keep on file in case an issue with my bank or other bills come up.
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| 08/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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First off, I already submitted a complaint to you and it is not in your database and it has not been resolved.
In XX/XX/XXXX, Shellpoint Mortgage Servicing misapplied my mortgage payment to someone else 's mortgage payment. When I called to find out what happened to my payment and provided proof of payment, they responded by telling me they had accidentally applied my payment to someone else 's mortgage, which is why I know that.
Then they refused to apply my payment back to XX/XX/XXXX, when I had paid it. This began years of me calling and having arguments with whoever was on the phone and my balance sheet of payments began to look like a child with a pencil, erasing and re-erasing my payments and moving them around and making up things all over the balance sheet, like a bad math problem, going even worse.
It STILL looks like that but now they won't fix it even though a rational human being looking at it knows it makes no sense and I have proven time and again that what it shows is illogical and stupid.
It is now showing that all the payments made in XX/XX/XXXX are, " unapplied payments '' (?? ) and my house was in foreclosure ( it wasn't ) and lockbox ( never. ) Then Shellpoint Mortgage has the audacity to begin charging my random fines for no apparent reason. Random ones. They never tell me about them. They just seem to think they should have the freedom to start charging random fines for no reason at all?
There is even a fine in my statements for {$170.00} for a lawn maintenance fee and I don't even HAVE A LAWN? Hello?
When I requested an explanation for all the random fines I was told they were just allowed to charge fines for whatever reason they wanted to without giving an explanation?
I have been paying on my mortgage consistently since XX/XX/XXXX and I now owe more on my mortgage than I did when I purchased my home? I was only paying 2 % interest on my mortgage and was paying extra towards the principle and they not only were not applying my mortgage payments to the mortgage interest and principle, they were stealing the money, charging me fines and fees and absorbing the money and keeping it? During this time period they even send me back overpayments on escrow payments!
How did this happen and how can they continue to get away with it?
So I do not miss a single payment until I begin to get very sick lastXX/XX/XXXX and I realize I am definitely going to miss a payment XX/XX/XXXX and I try to be proactive and I call them. I ask if I can have a forbearance and am told I do not qualify for a forbearance. No idea why but I just don't. So XXXX, the loss mitigation person tells me we will just roll the missed payment into the next three payments. They set up a payment plan and I call him to make a payment and he tells me I can't make one yet because they're not ready. A week later he says the same thing. I CAN'T PAY YET.
Then I become extremely ill and am hospitalized. The payments are never made and I don't ever get back to work as planned. A few months later my sister took over the negotiations and a forbearance was arranged but I was not under the impression that this meant that I come out of the hospital and suddenly must pay {$5000.00} a month to make up all the missed payments because I was sick or get out of my house? Of course I have no check stubs to send anyone? I have been in the hospital and sick for months? How could I possibly qualify for a pre-payment plan? I am being told I need to pay $ 12,000+, or get out? That's not a forbearance or anything.
And I have written loss mitigation three times requesting the problems with the payments and fees be fixed and no response at all. None. They just get to keep my money, incorrectly apply all my payments over the years, assess fines that are not mine, and all my mortgage payments for the prior 16 years of owning my home have made my payoff amount higher than when I purchased my house?
I sent you a complaint in XX/XX/XXXX and it is not even shown here in your system? Tell them to stop abusing me and set this right.
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| 05/31/2023 |
Yes |
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- Trouble during payment process
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Web |
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-Forbearance from XXXX through XX/XX/XXXX due to being in a declared disaster zone after hurricane XXXX XXXX
-Calling Newrez / Shellpoint starting in XXXX ( after loan was transferred from caliber ) to discuss options and explain we had a verbal agreement to pay the forbearance back at the end of the loan term per caliber. Could not get in contact with XXXX XXXX our XXXX and was told multiple times that we needed to speak with her to arrange a repayment plan/ have questions answered.
XXXX XXXX Getting very nervous as the end of our forbearance period is quickly approaching. We are now being told customer service could help since XXXX emails, XXXX direct voicemails and over XXXX calls to customer service requesting a call back from XXXX went unanswered.
-At this point things were moving forward, or so we thought, so when XXXX finally called us back on XX/XX/XXXX and left a voicemail after months of ignoring our requests I did not call her back. She did not indicate that she needed any additional information from us to proceed with our repayment plan.
XXXX We still received nothing regarding the repayment plan and I called back, again, to see what the hold up was because I was told we could not make a payment until the forbearance was approved and we would be contacted once it was. The agent I spoke to on this day informed me that the forbearance was never submitted and apologized and put me on hold while he was going to go ahead and submit the financial information we had previously completed on the phone TWICE before. When he returned he explained that he was also unable to submit the request for some reason and that he was going to expedite this for approval with his XXXX and if it was not approved in the next few days we would be looking into XXXX for the repayment plan and they can not accept payment until its approved.
-We were finally cleared for a repayment plan starting in XXXX. I began making payments IMMEDIATELY in XXXX ( {$2200.00} XX/XX/XXXX and {$2700.00} on XX/XX/XXXX ) - XX/XX/XXXX XXXX XXXX answered for the first time since we were transferred in XXXX. I had a lengthy conversation with her where I explained to her that I was trying to get information on how to proceed after the forbearance since XXXX and any lapse of time that came between our forbearance and the initiation of the payback plan was not at our fault but theirs and should not have been reported to the credit bureas. She explained to me that I could have called every single day since XXXX and it would not have mattered because they can not initiate any type of repayment plan until the forbearance was over and that the time it took them to approve the forbearance was not exceptional ( I believe it was 14 days ). I asked her what we could have done differently so that our credit was not reported delinquent and she did not have a good answer for me. If it takes them 14 days to process a payback plan and they can not start that process until after the forbearance, then that sounds like their process needs to be updated so that we as customers are not being reported delinquent due to their inefficient process.
-In the documentation received from them on XX/XX/XXXX it explains that they are using our current payments to backpay starting in XXXX which is still allowing them to report us delinquent to the credit bureau for missed payments from XXXX through XXXX. It was not openly communicated to me that ANY of this would have an effect on my credit. What is the point of a repayment plan if the entire time they are misapplying monies to back pay first and reporting us currently late. This was not communicated to us and we would have not proceeded with a repayment plan had we'd been given all appropriate information and had the foresight of all the disfunction within this company. I have never had worse customer service in my life and we are talking about a MORTGAGE. This was handled, and continues to be handled very poorly. I have more details regarding these issues and would be happy to send them in.
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| 07/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is based on a mortgage servicing transfer to Shellpoint from XXXX in XXXX of 2022. This transfer occurred and the communication sent to me regarding the transfer was poor and through print only. I have attached the original letter which included only a statement that I did not receive and open until XX/XX/XXXX. The actual sale of ownership communication was not sent until XX/XX/2022. Please see attached document. When statement mail was received, I attempted to go online and set up my account. I was not able to do this initially because the transfer from old to new servicer Shellpoint had not been completed and I was instructed by the phone agent to try again in a few days. I did make my first payment over the phone on XX/XX/XXXX for the month of XXXX as I was under the impression that the XXXX payment had been made through XXXX, my previous mortgage company. The confirmation number is XXXX.
The agent informed me that the system was not ready for recurring payment and account setup. I was instructed to return 5-7 days later to try again online. I returned a week later and attempted to set up recurring payments as instructed by the agent. I put in all of my account information and confirmed that the recurring payment was set up. The next month I assumed based on this action that my payment was being made based on the online account set up.
In early XXXX, I looked at my account in XXXX and noticed the balance was higher than it should be. I checked and noticed the payment for my property had not been made. I called Shellpoint and learned that the payment had not been made for XXXX. I promptly inquired why the payment was not made and was informed that for some reason my account had not adequately been set up for recurring payments even though my account information was present when I checked online again. I had not been made aware that there was a late payment scenario. I went ahead and made two payments, one for XXXX and XXXX over the phone with the Shellpoint agent. See attached document. I also inquired if this missed payment would have a negative impact on my account or credit. I was informed that it would not.
The agent on the phone informed me that I was still within the 90-day grace period for a new customer and the transfer to Shellpoint and that it would be fine since I made the two payments at once and was caught up. Again, I trusted the agent and assumed all was well.
In XX/XX/2022, I was seeking a mortgage loan for an investment property and learned that I had in fact been reported for late payment by Shellpoint and my credit had taken a hit which was going to cost more to acquire the loan. This was surprising since I was previously informed by the Shellpoint agent that all was ok, especially since I was a new customer. Furthermore, I never received a notification or communication that I had been reported to the credit bureau for late payment.
With this negative impact to my credit, I was now going to need to pay significantly more to get a better rate for the new mortgage loan. I promptly called Shellpoint. After talking to 3 people and 2 calls dropped while on hold and essentially getting 3 different answers from they would take care of it and we cant do anything, I escalated that call to a manager. The manager I talked to informed me that they could not do anything to remove or reverse the reporting. I asked for a thorough investigation at which time she said they would and I would hear back by mail in 7-10 days. I received a letter in the mailing which stated this issue was not reversible and that the report to the credit bureau would remain. I have filed a complaint with the CFPB based on XXXX XXXX I strongly feel this has resulted from inadequate digital and physical communication based on the transfer of the loan, inadequate time for software systems to sync and accounts to be set up, and poor handling of the situation by the agents and staff with whom I engaged with and which gave me different information and potential resolutions.
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| 03/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home loan was sold to Shellpoint Mortgage in XX/XX/2023. I received a welcome packet mid XXXX informing me my first payment had been due on XX/XX/XXXX. I was already upset that the payment was past due. I immediately called and was told by a customer service representative that due to the transfer there was a grace period. I explained to her that I wanted it to be set up on a biweekly payment plan like I had been previously with my other company. She said that would not be a problem and that I would have to pay a one time full payment online first. I paid a full month payment at that time. I then did not have any option to set up a biweekly payment. I called a second time and spoke to another customer service representative that told me she would send me the information to get that set up. I found the entire process very difficult as I had to download a particular app to be able to access the file. Upon accessing the file, I found a paper application to another company called New Rez. I thought I had been given the wrong information and contacted ShellPoint for a third time. I found out that this was in fact the same company and I filled out the paperwork under the impression that I could get this payment plan started right away. There was no fax number or email and I had been given no additional information on how to send this application in. So, I called yet again and was told that I could only start the biweekly plan by mail. I sent the application in and apparently had to wait for them to receive the paperwork and start the process.
In XXXX I had two biweekly payments taken out of my bank account in the correct amount. I thought I had everything squared away. My first biweekly payment in XXXX I got notice ahead of time and the amount had significantly increased. The increase would accumulate to {$600.00} a month. I immediately called a customer service representative and said this is not correct and significantly more than my mortgage payment should be. After some time she came to the conclusion that a recent escrow analysis had been done incorrectly and Shellpoint was charging me to pay my homeowners insurance to a company that I do not even use! I pay my own homeowners insurance monthly to XXXX XXXX. Shellpoint had in their records that they were going to be paying XXXX and taking a total of {$3000.00} extra dollars from me over the year. The customer service representative told me that she would be sending in a request for a new escrow analysis and it would take three weeks. She herself recommended that in the meantime she would suspend my payment schedule since it was incorrect. She told me that I would be able to call in and make the correct payment over the phone.
The following week I received a phone call saying that my payment was past due that I would be assessed a late fee as of today for {$56.00} and if I did not pay by the end of the month I would be turned in to the credit bureau. I explained to the man that I had just spoken to someone on Friday and could he not review the notes? I told him that I would be more than willing to pay the correct amount but, I would not overpay for insurance that I dont need. He would not except the correct amount and kept reiterating that I would be issued a late fee come today. I have had three months of consistent problems and close to 10 phone calls with this company showing no resolution in sight. I am at a loss because I am not going to pay hundreds of dollars more than I owe but, I also do not want to be delinquent in my loan and have this affect my credit score. I am not sure what else I can do at this point and I continually get the runaround with every phone call I make to Shellpoint.
It is insane to me that an error on their part regarding my insurance is going to cost me late charges and credit problems when I am more than willing to pay my mortgage. They refuse to accept the correct amount after acknowledging to me less than a week ago that this was their own companys error. It is unacceptable.
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| 05/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I have been dealing with NewRez and their errors and discrepancies with my taxes and other fees for over a year now. I have tried on numerous occasions to work with NewRez on staying up to date on my account, however, their customer service and their payment and mortgage practices are misleading, they make careless mistakes and try to blame the customer, they don't have a viable or productive way to communicate and their practices are borderline suspect.
In the beginning of XXXX XXXX I started to see that my mortgage statement had decreased from {$1400.00} to XXXX ( these are rounded ). I was unsure as to what happened, because, I did NOT receive ANY correspondence so I called New Rez. I was told that they overpaid my taxes and that is why they lowered my mortgage amount. That was the only explanation I received and I had never heard of such a think. So, honestly, I didn't really understand why it was overpaid, but, figured at that time okay well if I overpaid then it will adjust. Fast forward to XX/XX/XXXX and my mortgage is increased to {$1700.00}. Again, I am wondering what is going on. Now my payment has gone up?
So, I call NewRez in mid XXXX and they tell me that they overpaid my taxes last year and sent me a check and realized that this was an error. I said, well I NEVER received a check. I mean, doesn't NewRez check it's accounting to see what checks haven't/have cashed annual. If so, why would I be penalized for this? So, I was told they would investigate it, but, they didn't have any way to update me about it and I would have to call back. So, I call back a week later and still no updates. I call back 14 days later and they tell me oh, yes, we have credited your escrow account. We found the check wasn't cash. So, I ask well was someone going to tell me? I ended up paying the increased amount in XXXX, which I truly COULD NOT afford to because I wanted to stay in good standing. If they knew that they credited the account then shouldn't my mortage statment been updated to the correct mortgage amount. Then I was told that they couldn't change it without doing an escrow anaylsis ( i believe that's what they called it. ) I was very confused, but, the customer service rep told me that this was the best way to do this. Me assuming that this would at least get my XXXX statement updated.
A week goes by and I call, because NEWREZ does not have system in place to notify customers about their errors being fixed, but, definitely can notify you when you don't make your payment. I call again and they tell me that the escrow analysis has been done, but, my statement won't update until XXXX. So, I am expected to pay the increased amount another month. This is definitely not a fair practice. I asked whey couldn't they update the statement for XX/XX/XXXX. I was told they had to adjust for the following statement and they just do what NewRez tells them to do. With everything that is going on, I am not trusting this mortgage company. NewRez has decreased and increased and now increased my mortgage statement again. There ' s NEVER any communication. There's NEVER an apology. There's NEVER let me see how we can fix this. I am worried that they are using unfair practices to inflate my mortgage. They are being deceptive and I am left in the dark and forced to make payments, to keep myself in good standing but I don't have a company that keeps their reporting in order.
The last thing is now my mortgage has gone up. So, they are telling me my mortgage has gone up due to my analysis. But, then I was told that the increased mortgaged I paid in XXXX they will submit a refund, I asked why would they submit a refund if my new mortgage is {$1500.00}. So, that they can then come back and say they made an error in submitting it and make me pay it again. I am very concerned about NewRez practices with my mortgage and their lazy customer service. This has been a very stressful time and I worked hard not to get behind on my payments and NewRez is making it very difficult for me.
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| 04/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Dear Sir or Madam, On XX/XX/XXXX I entered into a conventional mortgage with XXXX XXXX. The closing documents provided for a total monthly payment of principal, interest and escrows of {$2600.00}. The first payment was due XX/XX/XXXX.
On XX/XX/XXXX I received notice from XXXX XXXX that servicing was being transferred to NewRez aka Shellpoint.
On XX/XX/XXXX I submitted to NewRez their form for establishing biweekly deductions to be made for my mortgage payments.
On XX/XX/XXXX I received email confirmation from shellpointmtg.com ( attached ) that monthly payment has stopped and biweekly payments have been set up.
On XX/XX/XXXX I paid my XX/XX/XXXX mortgage payment of {$2600.00} by check to NewRez, which check was negotiated on XX/XX/XXXX.
On XX/XX/XXXX I received a statement from NewRez indicating that my " Next Due Date '' was XX/XX/XXXX and that the amount due was {$0.00}. Statement attached.
Between XX/XX/XXXX and XX/XX/XXXX I made numerous calls to NewRez servicing to inquire when biweekly deductions would begin and to verify that my XX/XX/XXXX mortgage payment would be applied timely from them. I was told that the biweekly payments were set up and that my XX/XX/XXXX payment would be applied timely. I emphasized that I was concerned because biweekly deductions were not beginning until midXXXX. My experience with biweekly mortgage servicing is that the payments are deducted in the month preceding the due date and applied in full on the due date. I was concerned the turnaround time was too short. I was assured that payments would be timely. I was told that NewRez would apply biweekly payments received AFTER the due date to the mortgage, and that they would be treated as timely. ( I could hardly believe this. ) On XX/XX/XXXX I received a statement from NewRez that my " Next Due Date '' was XX/XX/XXXX and the Amount Due was {$2600.00}. Statement attached.
On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, newrez made deductions of {$1300.00} from my account as directed by me in their biweekly payment form. PDF of ACH deductions to NewRez from my XXXX XXXX XXXX XXXX bank account attached.
I logged in to NewRez 's website numerous times in XXXX and XXXX looking to see if a mortgage payment had been applied. A pdf of the displayed Payment History from their Payment tab is attached. It shows numerous " unapplied '' payments in varying amounts on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, as well as a " Principal Only Payment '' of {$2600.00} on XX/XX/XXXX. I have not tendered any principal only payments. I can not make sense of the entries on the Payment History available to me.
Today, XX/XX/XXXX, I received an automated email ( attached ) from NewRez that states in part : " Please note : As of today, we have no record of receiving your mortgage payment.
To avoid negative credit reporting and late fees, please make your payment as soon as possible. '' I immediately called NewRez. I was told by XXXX XXXX at XXXX pm Eastern time that the NewRez delinquent email was in error. He indicated that he would open a complaint for me. He told me he could not provide me a complaint number or any verification of the complaint. He told me that the pay history he saw showed that my mortgage was current. I recited what the pay history I saw online showed, and he stated that his history was different.
I have NO written record from NewRez that my mortgage payments are current.
I am VERY concerned about late charges and a negative credit reports.
I am asking for your assistance in receiving the following : Confirmation from NewRez that my mortgage is current ; A response from NewRez retracting any report of delinquent payments to the credit reporting bureaus ; A clear explanation of how my biweekly ACH payments have been applied ; An explanation of the " Principal Only '' payment shown for {$2600.00} on XX/XX/XXXX ; An explanation of how my biweekly ACH payments will be applied in the future ; And an apology for my worry and wasted time.
Sincerely, XXXX XXXX
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| 11/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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See detailed email below I sent to Shellpoint Newrez trying repeatedly to resolve this matter. They refuse to look at or look into all the documentation I have provided in support of my claim and clearly shows that they were in fact in error.
As you know my original loan was taken out in XX/XX/2021 with XXXX XXXX XXXX in XXXX. At some point, XXXX I believed, the loan was then transferred over to Shellpoint Newrez. Prior to XXXX I had been taking out certified checks with my credit union, XXXX XXXX and then sending the checks for the mortgage payment to XXXX XXXX XXXX. The last check I sent to them was sent out by them on XX/XX/2021 and received by Shellpoint Newrez on XX/XX/2021, please see email from XXXX XXXX Mortgage confirming that.
In XXXX I received a letter from Shellpoint Newrez notifying me that the loan was now being transferred to and handled by them. I then called Newrez to confirm and make a payment on XX/XX/XXXX @ XXXX. This call lasted for 18 minutes and 59 seconds, again please see attachments for confirmation and details. In this call which I KNOW ALL CALLS ARE RECORDED, I was told that there was no records for any accounts under my name, social security, address or account number. CHECK THE RECORDED CALL FOR MORE CONFIRMATION. I then informed the Shellpoint Newrez representative handling the call that if my loan could not be confirmed with them then I would not send any of my money in until it was confirmed. Afterall who would do that? She told me to check with the original lender as she didnt know what to tell me.
I then called XXXX XXXX Mortgage ( XXXX ) on XX/XX/XXXX @ XXXX XXXX right after speaking to the representative with Shellpoint Newrez to try and figure out what was going on with my loan and who to pay, again see attachment of phone call record for confirmation. I was told by XXXX XXXX that they would look into the matter and get back in touch with me however the loan should indeed be with Shellpoint Newrez at that time.
Next the matter was followed up with an email from XXXX XXXX with XXXX XXXX Mortgage notifying me that they reached out to Newrez however they had not heard back from Newrez yet to confirm status of my loan, as they also could not figure out what was going on. This email was sent to me on XX/XX/2021 at XXXX XXXX. Again see attachment of email for confirmation and details.
I was later sent a certified letter from Shellpoint Newrez in late XXXX XXXX to the effect that I had missed my payments and knew I missed my payments for XXXX and XXXX after your, Shellpoint Newrez , mistake. I then called in once again however this time yous now had record of my having an account with you. Makes no sense but I then made a lump sum payment for the months of XXXX, XXXX and XXXX with XXXX XXXX who received and handled the call and payment. I informed her of the situation of the account mishap on your part during this call as well. Please feel free to check that recorded call as well. I was able to complete a lump payment because the money was being set aside awaiting something from yous or XXXX XXXX.
Now at this point I have a report of two late payments for the months of XXXX and XXXX on my credit report, see attachment, which drastically effected my credit which took an immediate dive of 50 points at the first report of this. This has caused me much grief and headache as well as missed opportunities and purchases due to my negative credit. I want this resolved immedieatly as I was told it would be on a recorded line as well. THIS WAS NOT MY FAULT. I was making my payments on time and regularly without issue or delay up until YOUR REPRESENTATIVE TOLD ME THAT I DID NOT HAVE AN ACCOUNT WITH YOUON A RECORDED LINE.
Im hoping this matter will be handled and resolved courteously and expeditiously as I have been VERY PATIENT and have provided ample evidence backing my claims. I do not know what kind of legal action I can take but I will exhaust every option and means until I get this resolved.
Regards, XXXX XXXX
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| 05/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I currently have my home loan with NewRez. NewRez had contacted me saying I could reduce my monthly payments by refinancing with them. In XXXX, I contacted NewRez to explore a possible refinance of my loan, in order to capture a lower interest rate. I was connected with Mortgage Consultant XXXX XXXX on XX/XX/2022.
Prior to formally submitting a loan application, I explained to XXXX multiple times that I had an unusual financial situation and did not want to initiate an application unless she and I were both confident I could qualify. I don't have W-2 income, and my tax returns and financial situation are easily misunderstood despite my strong creditworthiness and large asset holdings. For that reason, I told XXXX I did not want to provide tax returns, and she was confident returns would not be required. XXXX told me I could document my income by providing statements from my income sources ( e.g. investment partnerships ) instead of tax returns. In addition, XXXX explained NewRez 's " assets-as-income '' program that would allow me to compensate for any shortfall of documented income by demonstrating my asset holdings. Based on the program details XXXX provided, my assets were sufficient to qualify me for the loan even if I had *zero* income. With those assurances, I submitted a loan application and all the supporting documentation XXXX requested.
When NewRez wanted to start the appraisal, I asked to hold off on doing that until we had received some preliminary assurances from underwriting. I knew my house would appraise for more than twice the loan amount ( which it did ). But XXXX said we needed to move ahead with the appraisal, at my expense, *before* hearing anything from underwriting.
I submitted to NewRez statements documenting my income from two investments, for a total of more than {$10000.00} per month. I also submitted a bank statement showing enough assets to make up for any shortfall in underwritten income, satisfying the conditions of NewRez 's assets-as-income program. I was told the asset value would need to be ( at least ) enough to pay for 3 years of loan payments, and the account balance I documented with a statement is triple that amount.
Despite meeting the requirements XXXX said were necessary, XXXX underwriting required me to submit two years of tax returns, became confused by the returns, and then refused to consider my loan qualification under the " assets-as-income '' program, as promised earlier. XXXX informed me on XX/XX/XXXX that NewRez declined my application " due to the income requirements ''. If I had known any of this would happen, I would not have applied for a loan with NewRez. The only reason I went ahead is due to the assurances I received from XXXX. I was misled, and I now want NewRez to reimburse me {$800.00} for the appraisal fee.
I asked XXXX to connect me with her manager, and she gave me the email address of " XXXX XXXX ''. I sent XXXX XXXX on XX/XX/XXXX a polite email message explaining the situation and requesting that NewRez reimburse my for the {$800.00} appraisal fee. I emailed XXXX XXXX again on XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX never responded. After my third message to him, I received an automated error message from NewRez 's email server that " recipient address rejected ''.
I informed XXXX and asked her multiple times for contact information for her new manager or for some other NewRez decision-maker. XXXX promised she would connect me to someone, but she never did, despite my repeated requests. After she again today ( XX/XX/XXXX ) refused to provide contact information, I decided to submit this complaint to CFPB.
Additional note : after I made my application and received a rate lock from NewRez in XXXX, market interest rates began to rise quickly. NewRez may have elected to deny my application because the rate they locked for me was lower than the market rate rose to while they were evaluating my application. If this were the case, NewRez would face serious legal consequences.
|
| 04/21/2021 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was transferred to NewRez/Shellpoint in the Spring of XXXX and it has been nothing but a nightmare since.
The major issue with this is that I have had an ongoing issue with them since XXXX XXXX, when my annual property taxes went up. I was proactive to call the company as my mortgage was transferring over from XXXX to NewRez/Shellpoint and wanted to make sure they had all the proper documentation for the change in the taxes so that my accounts were set up correctly and assessed as such. I made several calls to NewRez/Shellpoint providing them with the new tax figures that were provided to me directly from my tax accessors ' office. I was told things were noted and that they had to get verification from my tax accessor and things would then be updated. So when I received my first escrow analysis in XXXX of XXXX, I was advised these numbers were updated to reflect the new winter and summer taxes. However, as time went on this appeared not to be the case. Fast forward to XX/XX/XXXX, another escrow analysis was done and I was notified that my escrow account is short $ XXXX, as well as, the change in annual taxes created the hike in payment. I call into NewRez/Shellpoint and they tell me that my escrow was short in XX/XX/XXXX when they paid my Winter taxes ( taxes that were not due until XX/XX/XXXX ) and that they didn't have the correct amount for Winter XXXX taxes ( keep in mind this was all taken care back when in XXXX XXXX when I knew my annual taxes were changing ). I made several calls then explaining they needed to go back because all that information was provided to them, and I was told the escrow done in late XXXX reflected those new winter and summer tax values. As far as the short escrow, that is not my fault -- they somehow paid it two months early from the due date. In which I was told " well this probably happened because we had a different company who was dealing with the tax information and something happen '' -- so I'm just a victim of this, NO! They also told me that they received a document in XX/XX/XXXX that had the correct summer tax figure, but not winter XXXX tax, but the customer service representative ( XXXX XXXX ) could not show me or produce this piece of " paper '' that claimed this. She then advised me that the best thing she could do was to escalate the issue to have the tax office get the correct information from my tax accessor and then redo another escrow analysis, this was XX/XX/XXXX. By XX/XX/XXXX, I find out after going through several loops of their misdirected communication channels ( because nobody knows anything nor can direct you to anyone, so you have to explain your situation OVER AND OVER ) that XXXX XXXX did not escalate the issue, so after getting transferred through to several departments I end up with XXXX ( XXXX. XXXX ) in customer service. She then goes through everything and claims that she will push it back to be escalated and that she will personally call me no later than XX/XX/XXXX.
Here we are now the XXXX of XX/XX/XXXX and the extension she sent me, I can't use because there is no option to dial extensions, everyone who picks up the phone can't direct me because they are " in-bound '' and they have no idea who she is or how to contact her. So you mean to tell me you have no way of going back and listening to your recorded calls nor read a large manifesto in front of you that logs every call, notes, customer service rep, etc. -- really?!
Key take-aways : They are trying to hang me for an escrow shortage when they paid the bill two months early ( before the due date ) ; Each time I call, I get different facts, statements, and advised something different ( its as if the left does not talk to the right ) ; Since this is a FHA loan, I dont have the right to pull my escrow account out from the mortgage provider even though they are continually failing to do their job and service my account accurately ; and This has been a nightmare for now over a year that is still open-ended.
|
| 06/19/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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|
Web |
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XXXX XXXX XXXX Former XXXX XXXX XXXX : Shellpoint Mortgage XXXX # XXXXPLEASE E-MAIL ALL COMMUNICATION TO : XXXXXXXXXXXX XXXX XXXX ) XXXX ; ( XXXX ) XXXX MAILING ADDRESS DUE TO TRAVELXX/XX/XXXX XXXX XX/XX/2015COMPLAINT REGARDING NEGLIGENT PROCCESSING OF LOAN MODIFICATION APPLICATION XXXX SUBMISSION ATTEMPTNotice of ERRORS on Calculating XXXX XX/XX/2015 I received for THE XXXX TIME the notice of LOAN MODIFICATION DECLINE dated XX/XX/2015. For the XXXX time after my request of XXXX XXXX I was provided the values I have REQUESTED on XXXX - to see what inputs Shellpoint used to calculate the XXXX
I HAVE MADE OVER XXXX phone calls requesting this information in addition to the written request of XXXX/XXXX/15. Except for XXXX, and XXXX XXXX, employees of the bank were hostile, rude and basically told me I have NO options and NO right to receive any details of their decision.
Just on XX/XX/2015 I made over XXXX calls to just get my request to be transferred to account manager XXXX XXXX fulfilled. Bank associates hang up, or tell me I should stop trying and just give up on my home, or that I am stupid and do n't understand I ca n't afford it? Needless to say these people are unprofessional, immoral, unintelligent and should not work in loss mitigation. Woman with name " XXXX '' who spoke to me as XXXX of XXXX people I asked to get to account manager.. WAS EXTRA RUDE, OBNOXCIOUS AND AFTER XXXX REQUESTS to talk to my account manager XXXX XXXX XXXX Superviser she dumped the call into someones ' mailbox that XXXX : MAIL BOX FULL.
Moreover the bank keeps changing account managers ( point of contact XXXX XXXX XXXX is the person # XXXX? It appears to be a part of the strategy to confuse the borrower with ever changing requests, people who start over every time, and ask for new documents non stop.. Once they have the information they process it with errors and hide the data from me as in this situation.
Finally XXXX faxed the denial and I dropped all my work to review and respond. I found MULTIPLE ERRORS that Shellpoint made in calculating the XXXX on my Loan Modification proposal. Thus due to Banks negligence, my loan modification was WRONGFULLY & ERRONEOUSLY DECLINED causing considerable heartache and financial distress and enormous costs to me as a borrower and a single mother.
PLEASE CORRECT BANK ERRORS and resubmit for Loan Modification Approval. See support documents below.
I also request an URGENT INVESTIGATION into the NEGLIGENT PROCESSING of Loan Modification application # XXXX in the past 3 years. As bank errors caused me significant losses.
Please CONFIRM RECEIPT via e-mail and RESOLVE this awful failure.
List of values that were negligently incorrectly inputed by the bank while ignoring the correct data I provided for the XXXX loan modification attempts : MONTHLY XXXX DUES correct value {$3.00} ( Bank put {$200.00} ) //HOME OWNERSHIP TAXES correct value {$150.00} ( {$1800.00} is annual tax amount XXXX bank put wrong value {$200.00} ///INSURANCE {$70.00} ( {$840.00} / XXXX MON XXXX bank put wrong value {$66.00} ///Bank ignored all requests to pay INSURANCE - insurance is lapsing!!!!
Please pay the PROPERTY INSURANCE to reinstate ///HOUSE Actual value {$300000.00} less closing costs of 7 % {$270000.00} XXXX bank put wrong value {$380000.00} ) The value is an exterior XXXX which ignored completely the interior condition and modular construction of the home which I provided a detailed report on.
XXXX wrongfully compared property to CUSTOM MADE HOMES IN GOOD CONDITION when this home is MODULAR CONSTRUCTION DETERIORATED CONDITION and needs {$150000.00} in repairsSEE : VALUATION DISPUTE document provided to bank on XX/XX/2015 and also XX/XX/2015 featuring information and pictures///Proposed Principal and Interest CALCULATED INCORRECTLY XXXX % of {$3000.00} income = {$880.00} less tax + insurance {$880.00} - {$150.00} - {$70.00} = {$650.00} {$3.00} HOA = $ XXXX///HOME TYPE NEEDS TO BE XXXX - PRIMARY RESIDENCE ( instead of XXXX )
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| 10/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Older American, Servicemember |
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I was completely taken to the cleaners by my lender- see my other complaint.
Now the servicer of my loan does not apply my payments correctly.
What happened is that I have a XXXX XXXX Checking from my husband being a XXXX Veteran. We moved to XXXX, but here there is no XXXX XXXX XXXX. This requires that we pay our mortgage sometimes using two different accounts for part of the full monthly payment.
4 different times we paid the full amount, using to different accounts, and because neither was a " full payment '' the payments were unapplied. This happened over and over in XXXX and during Covid, and after Covid ended I got a letter that said we were behind 3 payments and our loan was being moved to the foreclosure department. I've argued with Shellpoint for years about the payments and finally recently, I created an XXXX sheet showing Shellpoints own Loan Payment History for my loan. Then one by one I found the payments I made, recorded the account the payment was made from along with the check number. What I found was alarming.
Over and Over they accepted our payments, which we were only able to process with the help of a ShellpointMTG operator, and each time we paid using two accounts, the operator would tell us that she would " bind '' them together as a full payment.
That was never done.
Another payment we made with two different accounts was in XX/XX/XXXX. I made a payment for XXXX, and my husband made a payment for XXXX, totalling our full monthly payment of {$5000.00}. My payment was " unapplied '' and my husband payment was never returned to him and doesn't appear in my payment history. Again, each time we paid our mortgage payment using two different accounts, we had to do it through an operator at Shellpoint Mortgage. So there is no reason that all of these payments were left unapplied and not allocated to our loan.
When I called to confirm the receipt of my emails to both loanservicing @ and lossmitigation @ shellpointmtg, I received a letter that said they were looking into my claims. But the lady who answered said that my account has only {$68.00} that has not be applied or paid out.
I want a full accounting and I want all my fees, late charges, etc, refunded to me.
I received a letter about my loan going into foreclosure and when I called I was told that I could disregard that letter by a XXXX XXXX, who answered in the Loss Mitigation area of Shellpoint Mortgage.
I still want to know how I go after my lender, who has changed companies to avoid any responsiblity for this nightmare loan he put me in.
I started with him with a XXXX XXXX XXXX and XXXX or so to put down. He miss lead me from the start, telling me that he could get me a " high-balance conforming Loan '' So I put down almost everything I got out of the sell of my home in CA, to purchase my new home. He said once " We '' close on the conventional loan, " we '' can take {$100000.00} out of your equity as a HELOC and you can do your renovations that are needed.
After we closed he said, Oh, I don't do HELOC 's you'll have to find a bank to assist you. Well, when I when looking for a HELCO I didn't qualify because I'd just bought a XXXX home. So we owned a heap with no money to do renovations. We lived in a dump with XXXX XXXX until the same lender said he found us a loan, a cash out refinance to pull out some of our money. He sure did ... ..crook.
He got us {$71000.00}, we were told it would be {$110000.00}, our loan balance jumped from 3.62 % percent to 5.85 % and our payment went from {$3100.00} to {$4700.00}, now it is over XXXX.
All we did is trust a lender that a friend in California recommended we use.
His name is XXXX XXXX, and he worked as the Area Manager for XXXX in XXXX XXXX.
Now he is the Regional Manager for XXXX XXXX XXXX in XXXX XXXX.
Please let me know what I can do about this as well. You stated that I could reach out to him in my complaint filed on XX/XX/XXXX, but I have called and he has not called me back.
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| 06/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom it may concern, I had owned a property located at XXXX XXXX XXXX, XXXX XXXX, VA XXXX from XXXX through XXXX. The mortgage had been managed by multiple servicers during this time. The mortgage provider through XXXX was NewRez XXXX LLC dba Shellpoint Mortgage Servicing ( ShellPoint ). Starting XX/XX/XXXX ShellPoint started to taking money from my escrow account to pay themselves for what they claim was lender placed homeowners insurance. From XX/XX/XXXX through XX/XX/XXXX ShellPoint had taken {$1500.00} from the escrow without authorization and had raised the amount of money they were taking from my bank account in the automated payments for the mortgage. I have continuously had insurance on this property and have provided the policy documents to ShellPoint on multiple occasions. ShellPoint owes me {$950.00} to refund unauthorized charges for unnecessary " lender placed '' homeowner 's insurance even though I have had the property insured for 15 years under the same policies and provided ShellPoint the policy documents.
I have had homeowners insurance on this property since its purchase in XXXX under the same policies through XXXX. There are two separate policies, one by XXXX and one by the Home Owners Association ( HOA ). I had provided copies of both these policies showing coverage from XXXX XXXX to ShellPoint on multiple occasions starting XX/XX/XXXX. To date, Shellpoint has only refunded me {$610.00}, leaving {$950.00} that they owe me.
I have made multiple documented attempts to collect this money from ShellPoint, but they appear to be playing games and making up excuse why they cant pay me. For example, they have stated that they had not received the HOA insurance policy documents. I had provided these on multiple occasions along with the XXXX policy documents. I had provided these documents through the email address they had given me. When I received a rejection notification from the email address because the mailbox was full, I submitted the policy documents through ShellPoints contact form on their website. After calling Shellpoint multiple times, they still claimed to not have received these documents. I sent them directly to two separate ShellPoint employees email addresses and called them to confirm they had received the documents which they did, and they confirmed the situation would be corrected. This is just one example of the type of situations I have been dealing with from ShellPoint. There have been multiple back and forth cycles with ShellPoint where they claim to not have all the policy documents and I resubmit them. Most recently I submitted all the policy documents again through Shellpoints webform on XX/XX/XXXX ( since their insurance document email address had not worked previously ). ShellPoint sent a letter back stating that the documents have to be sent to their insurance docs email address and that the HOA policy has to list the specific address of my property. The HOA policy covers the common property of the entire community. ShellPoint also has contact information for the insurance companies but makes no effort to get the clarification they need. After speaking with our insurer, their representative stated that ShellPoints behavior was highly unusual and that we were the first client who has contacted them about such a request since it is standard business practice for the mortgage servicers to reach out directly to the insurance companies.
I have given up working directly with ShellPoint. In total, I have called them perhaps 8-10 times, have made 3-4 webform submissions and emailed them at least 6 times. I believe this is deliberate attempt by ShellPoint to steal money and cover up their crime with fabricated administrative confusion. I would appreciate the help of your office.
Best regards, XXXX XXXX XXXX XXXX XXXX XXXX LLC dba Shellpoint Mortgage Servicing.
XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX https : //www.shellpointmtg.com/ Phone : XXXX Fax : XXXX Loan ID # XXXX
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| 07/20/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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After paying {$7500.00} to XXXX XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX), {$30000.00} to XXXX XXXX XXXX ( XXXX ), {$5500.00} to XXXX XXXX XXXX ( XXXX ), {$4700.00} to XXXX XXXX XXXX XXXX these companies did not help us obtain a loan modification that we had been seeking for the past 10 years. Prior to getting trapped by predatory lending, we had lived in our home for ten years and paid more than {$230000.00} on our mortgage loan. Six months after we refinanced in XXXX, we were sued by the prior owners of our home. XXXX XXXX issued us a deed with forged signatures. Therefore the deed was invalid. The suit and two periods of unemployment are what started our financial hardship. We had to find {$5000.00} right away and make monthly payments to pay an attorney to have the title cleared. In XXXX, we were only two months payments behind when we asked XXXX XXXX XXXX to put them at the end of the loan, but they refused. From then on we encountered the same problem of refusal to help us resolve our delinquency from XXXX XXXX to XXXX XXXX XXXX, to XXXX XXXX XXXX. Besides the paid legal services, we have written hundreds of letters, submitted hundreds of repeatedly requested documents, responded to phone calls we received no type of assistance to resolve our mortgage loan default. This complaint is against Shellpoint Mortgage Servicing. We believe that we have been victimized by a predatory practice of mortgage loan companies and servicers have used to purposefully create excessive delays in granting loan modifications so that homeowners like us will be unable to pay the accumulated past due mortgage payments, late fees, and other charges. After repeatedly submitting requested HAMP documents to XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXXwhile pointing out that they were deliberately increasing our indebtedness, in XXXX, they finally told us that they had all documents needed for a HAMP loan modification. But on XX/XX/XXXX they conveniently transferred our loan to ShellPoint Mortgage Servicing who demanded the whole process start all over again. After our complaints about this to CFPB in XX/XX/XXXX, we received notice that we had been granted a loan modification with the 3 month trial period beginning on XX/XX/XXXX-XX/XX/XXXX. We made the payments of {$2000.00} on the XXXX to XXXX of each prior month. But when we received the contract for the final loan modification we believe that the principal balance of {$720000.00} with a balloon payment of XXXX is gravely unjust and possibly illegal because it was purposely contrived to rob us of the opportunity to regain ownership of our home when the default was significantly less and our income was higher eight ( 8 ) years ago. The current conditions and contractual requirements of the Shellpoint Mortgage loan modification make it almost impossible for us to regain financial control of our property to sell or transfer ownership or gain equity in the future. It is criminal to demand the sum of {$720000.00} from us when they would sell the property for no more that the current appraised market value of {$260000.00} to one of the frequent predator investors that openly stop in front of our home. We are requesting the Consumer Financial Protection Bureau to investigate the practice of purposeful delays and inconsistent policies that are illegally contrived to deny homeowners like us access to any government and inhouse loan modification programs for which we have been and continue to be eligible. This fraudulent practice is done with the intent that the purposeful delays will result in enormous principal balances that require such a high mortgage payments that the home owner would either be unable to pay at all or default so they can foreclose and sell our property to one of the waiting mortgage predators with whom they are in contact. This predatory and illegal practice is still victimizing thousands of home owners like us. Copies of all our letters and records are available upon request.
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| 07/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have received the Shellpoint/NewRez letter dated XX/XX/XXXX in which Shellpoint provides false and misleading account of events and attempts to manipulate the numbers in order to avoid the liability of charging me a fee for the forbearance request and not providing the requested six month coronavirus forbearance extension. I will answer point by point to expose their fraudulent attempts : 1. Shellpoint states that our records show that the homeowner applied online via our web portal for Covid-specific mortgage assistance on XX/XX/XXXX ... and on XX/XX/XXXX we approved a three ( 3 ) month forbearance same day. This statement is false as I was repeatedly informed while waiting on approval that if I did not make a monthly payment due on XX/XX/XXXX, I would have been in default and would not qualify for the forbearance. I went out of my way to make that payment amidst the worst part of the coronavirus outbreak in XXXX. In fact, I contacted ShellPoint and NewRez in regards to coronavirus induced hardship multiple times, in writing, starting on or about XX/XX/XXXX. My requests were first ignored and then reduced to 3 months forbearance. The three months forbearance was approved on XX/XX/XXXX. Please refer to their initial email sent to me on XX/XX/XXXX stating that the forbearance was approved. ( See attached Exhibit 1 ) 2. Despite of the fact that Ive never missed a single payment, Shellpoint/ NewRez charged me a fee of {$7300.00} on XX/XX/XXXX. My payment history is as following : XX/XX/XXXX received on XX/XX/XXXX ( due XX/XX/XXXX ) XX/XX/XXXX received on XXXX XXXX ( due XX/XX/XXXX ) XX/XX/XXXX received on XXXX XXXX ( due XX/XX/XXXX ) ( See Exhibit 2 ) So why does Shellpoint/NewRez is charging me {$7300.00} due on XX/XX/XXXX? ( As I was explained, that was a forbearance request fee which I found to be outrageous. I took a screenshot of their website that clearly shows my last timely payment made on XX/XX/XXXX due ( XX/XX/XXXX ) and shows a payment due of {$7300.00} on XX/XX/XXXX ) ( see attached exhibit 3 ) 3. Shellpoint/NewRez provided NO plausible explanation as to why they offered and promised ( confirmed by email ) the payments on forbearance are to be paid off at the end of the loan in a lump sum. and then failed to add it to the written agreement upon my multiple requests in writing ( see my original complaint ).
4. Shellpoint/NewRez statement as to Please note, per the homeowners request for extension, on XX/XX/XXXX, we have initiated the process to extend the forbearance period for another three months. is completely misleading. I have contacted Shellpoint/NewRez multiple times to request a 6 months additional forbearance which Shellpoint / NewRez purposefully failed to address while playing cat and mouse games. Besides communications, here is a written record of my communications pertaining to additional extension ShellPoint/NewRez ignored : A. XXXX XXXX communication and email to Ms XXXX ( request ignored, see attached exhibit 4 ) B. XXXX XXXX follow up with Ms XXXX ( request ignored ).
C. XX/XX/XXXX communication and email to Ms XXXX ( request ignored ).
D. XX/XX/XXXX communication and email to XXXX XXXX XXXX XXXX XXXX, XXXX. ( All requests ignored ) E. Identical requests on XX/XX/XXXX and XXXX sent ( See attached exhibit 4 ) As of today, Shellpoint/New Rez did not : *address my request as to a 6 ( six ) months extension on a forbearance *did not justify nor explain accessing {$7300.00} on XX/XX/XXXX when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) *did not include the discussed terms as to the payments on forbearance are to be paid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX.
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| 04/11/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Our mortgage lender Shellpoint has been hard to work with and have blocked review of our documents and started the foreclosure process against us even though we never missed a payment. I am a retired veteran and have a VA loan and I have been told that they are required to work with us and not shut the door. Shellpoint to date has failed to conduct a proper review of our current and correct financial information and rushed us to foreclosure.
A few months after we closed on the house XXXX shut down our whole area and my daughter XXXX XXXX lost her job. As a result she and her family ended up moving into the home as well and began helping us with the mortgage payment. She was sending money orders to the servicer at that time XXXX but in XX/XX/XXXX her husband had lost many hours also due to Covid and we contacted XXXX and they gave us a three month forbearance through the XXXX program. My daughter then resumed making payments on the loan directly through her XXXX XXXX account until she was a victim of bank fraud. Since that time she was in contact directly with XXXX and now Shellpoint regarding this matter and has tried to resolve matters but tells me they are giving her the runaround. After the 3 month forbearance she was making monthly payments from her bank account and in XX/XX/XXXX she found out through the XXXX fraud department that the bank account had been hacked and that the fraudster disputed the mortgage payments and a total of {$990.00} was reversed and put back into the account and then the fraudster did a transfer out of the account through payment app to steal the funds for months of aug-nov. XXXX received {$540.00} for each of these months and they kept this amount. XXXX called in to XXXX and told them what had happened with the fraud on the account but XXXX told her we were not late and that everything was fine and she made the December 21 monthly payment which XXXX accepted. In early XXXX XXXX finally realized there was a problem and my daughter went back and forth with them repeatedly. Her bank had verified the fraud and the {$990.00} that had been pulled from XXXX was sent back to them ( she has all of the transaction records ). But the loss mitigation people at XXXX did not acknowledge that the funds had been sent back and started us on the path to foreclosure and would not accept our regular monthly payment and began charging us crazy late and legal fees. We tried to get XXXX to work with us but we have not been successful. We request a full and complete accounting of all payments received, all payments reversed, all payments credited to the account as well as a listing of all fees that have been charged by XXXX and now Shellpoint.
We have tried to apply for modification but were told on one occasion that the proper documents were not sent in on time, a different time they said denied due to lack of income. My daughter and my family are stuck in a constant whirling request of documents needed, documents received but lost, conflicting information. We received a letter on XX/XX/XXXX that said since we did not respond to the XXXX letter offering help within 14 days we were going into foreclosure, even though we never received such a letter. Shellpoint took over then and immediately we were in foreclosure. We got letters that said " we want to work with you '' but they have given us the runaround and told us the only option was full reinstatement. Shellpoint has not completed a review for loss mitigation options based on the current and correct financial information for our household, where my daughter and her husband contribute towards the monthly bills. Shellpoint has failed to credit the money XXXX XXXX sent back to XXXX after they verified the fraud ( close to {$4000.00} ) and instead of offering options such as loan modification, recapitalization of arrearages, partial claim or deferring past due amounts or a repayment plan they are adding fees and putting us into foreclosure
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| 05/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My home is in foreclosure with Shell Point Mortgage. I am being harassed and intimidated every month by people sent to my home by Shell Point.
On XX/XX/XXXX A man was sent to my home from the mortgage company.
He forcefully banged on my door.
Ignoring to use the oversized camera doorbell.
He startled me and disturbed the quiet enjoyment of my home.
He took pictures through the windows of my home.
He peeked through windows into my home.
The man took pictures of me, inside my home.
I became XXXX I felt intimidated I felt threatened His actions caused XXXX XXXXXXXX which triggered my XXXX His actions caused XXXX XXXX with flaring of my XXXX XXXX He violated my right to solitude within my own home He violated my right to privacy The man wore no identification nor offered identification.
The man yelled loud enough for the neighbors to hear from the mortgage company.
*Violating the Fair Debt Collection Practices Act ( FDCPA ) and other Privacy Laws.
I notified Shellpoint mortgage via email, not to send that man nor any other individual to my home again.
Shell Point Mortgage acknowledge, via email, the receipt of my email and of sending the man to my home. XX/XX/XXXX Email.
On XX/XX/XXXX The same man was sent, again, to my home on XX/XX/XXXX.
*Violating the Fair Debt Collection Practices Act ( FDCPA ) and other Communication Laws.
He forcefully banged on my door.
Again, ignoring the oversized camera doorbell.
He startled me and disturbed the quiet enjoyment of my home.
I became anxious I felt intimidated I felt threatened His actions caused XXXX XXXX which triggered my XXXX His actions caused physical distress with flaring of my XXXX XXXX He violated my right to solitude within my own home He violated my right to privacy On this occasion, he spoke with third party, a neighbor.
*May have violated the Fair Debt Collection Practices Act ( FDCPA ) and other Privacy Laws.
I notified Shellpoint mortgage via email, a second time, not to send that man nor any other individual to my home again.
Shell Point Mortgage acknowledge, via email, the receipt of my email and of sending the man to my home. XX/XX/XXXX Email.
Today on XX/XX/XXXX A woman came to my door. She stated she was sent by Shell Point Mortgage to tell me call Shell Point. This lady wore no identification, and did not acknowledge who she was specifically. She videoed me while I was in my home.
I called Shell Point Mortgage and the representative solicited me to agree to a loan modification plan. Which I believe violates XXXX XXXX XXXX : XXXX modification.
( 1 ) PROHIBITED ACTS.When offering or providing loan modification services, a loan originator, mortgage broker, or mortgage lender may not : ( a ) Engage in or initiate loan modification services without first executing a written agreement for loan modification services with the borrower ; ( b ) Execute a loan modification without the consent of the borrower after the borrower is made aware of each modified term; or ( c ) Solicit, charge, receive, or attempt to collect or secure payment, directly or indirectly, for loan modification services before completing or performing all services included in the agreement for loan modification services. A fee may be charged only if the loan modification results in a material benefit to the borrower. The commission may adopt rules to provide guidance on what constitutes a material benefit to the borrower.
Also during the phone call, I requested that Shell Point Mortgage to not send another person to my door for ANY reason. That it distresses me and that Shell Point Mortgage has my phone number, my email address and my home address for ALL and ANY correspondence. The representative stated that I would continue to have people come to my door until I agree to a loan modification program. The actions and statements from Shell Point Mortgage are illegal and they are harassing, threatening and intimidating me.
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| 06/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is one of many emails that have been sent to SHELLPOINT MORTGAGE SERVICING.
Point Number 1, yes XXXXX did authorize a payment of {$19000.00} from her account to bring her mortgage account ending in XXXX current.
Prior to this the representative from Shell Point explained to XXXXX and myself that the 6 payments that were applied to the mortgage ending in XXXX ( I have attached said payments ) totaling {$12000.00} would be credited to the correct mortgage account ending in XXXX by doing an internal reversal of the principal payment of {$41000.00} that was made to the mortgage ending in XXXX and crediting back {$28000.00}.
The representative told XXXX and myself this was the easiest way to do this.
XXXXXX and I did not realize that by doing this the outstanding mortgage amount would increase as we were only following what the representative suggested we do and it sounded fine.
This is all on the audio recording that I am sure Shell Point must have of the conversation.
Below I will demonstrate why this was incorrect and what should have been done was to reverse payment by payment ( there were only 6 payments ) to have the mortgage account with the correct balance.
Attached you will see the 6 payments made. ( DEBITED FROM XXXXX ACCOUNT ).
PAYMENT 1 - {$2100.00} ( {$220.00} PRINCIPAL, {$1200.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 2 - {$2100.00} ( {$220.00} PRINCIPAL, {$1200.00} INTEREST, {$670.00} ESCROW ) PAYMENT 3 - {$2100.00} ( {$450.00} PRINCIPAL, {$1000.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 4 - {$2100.00} ( {$480.00} PRINCIPAL, {$990.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 5 - {$2100.00} ( {$490.00} PRINCIPAL, {$990.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 6 - {$2100.00} ( {$490.00} PRINCIPAL, {$980.00}, INTEREST, {$650.00} ESCROW ) TOTAL PAYMENTS MADE : {$12000.00} WHICH WERE APPLIED TO : PRINCIPAL PAYMENTS : {$2300.00} INTEREST PAYMENTS : {$6500.00} ESCROW PAYMENTS : {$4000.00} Now by doing the correct reversals which should have been each of the above payments individually all would have been fine.
But as one can see the principal balance was reduced by {$2300.00} on the mortgage ending XXXX with these payments that were applied which should have been applied to the mortgage ending in XXXX.
But by doing a global entry by reversing the payment of {$41000.00} made directly to principal and then only crediting back {$28000.00} thus increasing the amount of the mortgage {$12000.00}.
What should have been done and should be done now to correct the situation is reverse those adjustments made for {$41000.00} and {$28000.00} and reverse one by one ( the 6 payments made ).
It does not make any sense if the 6 payments in question reduced the principal balance by {$2300.00} to then have Shell Point tell XXXXX and myself that the best way to get all in order was to adjust the principal payment of {$41000.00}.
By Shell Point doing this the balance on the mortgage increased a NET AMOUNT OF {$10000.00}. ( This was the amount applied to principal {$2300.00} which reduced the mortgage but then increasing it by {$12000.00} with the adjustment for a NET INCREASE OF {$10000.00}.
This is what needs to be done to get the account ending in XXXX with the correct outstanding balance.
This was never explained to XXXXX or myself when we spoke with the SHELLPOINT representative. Once the representative realized that the payments were being applied to the incorrect mortgage the option given to use was doing the adjustments from the principal payment of {$41000.00}.
How convenient, increase the amount of the mortgage by Shell Point just by doing a journal entry.
Question????? Suppose there was never a principal payment of {$41000.00}, how would have Shell Point have handled it then????
Answer : The correct way.
Please have the management team correct the account to reflect the correct balance on the mortgage ending in XXXX.
Thanking you in advance,
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| 08/31/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
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Shellpoint mortgage servicing acquired my loan in late XXXX after my wife died. Immediately after acquiring my loan they applied questionable fees, stopped paying the homeowners insurance which was contractually paid via escrow, applied force-placed insurance after causing my policy to lapse, tacked on fees for property inspection disbursement, late fees, fees for certified mailers, and litigation fees. They harassed me continually but refused to answer my questions when I called them or tell me who the new insurance company was. Loss mitigation had no interest in helping me retain my home. They went back and forth about doing short sale or accepting the house via deed in lieu of foreclosure. They demanded foreclosure. They did not honor The Cares Act and continued to send me notices of default with intent to accelerate. I requested loss mitigation in writing at least twice using forms they provided. They refused to allow any payment arrangement or forbearance and simultaneously reported adversely on my credit while refusing payment. They filed suit to foreclose in XX/XX/XXXX. I have called them dozens of times to no avail. They have claimed repeatedly that they can not reach me in writing which is a lie. I have massive email correspondence where contact information and correspondence addresses of four kinds have been provided. Finally, after contacting my Congressmen and requesting an investigation after reading hundreds of other consumer complaints XXXX XXXX called me to tell me that they would not communicate with me anymore through anyone except their attorney. Simultaneously, my house was recently burglarized twice and we faced threats of violence and retaliation from people in the neighborhood when I reported it. We lived in hotels for an extended period of time following a move out in XX/XX/XXXX pending repair of the home for mold and water damage. I advised Shellpoints loss mitigation department of everything in detail and they did not care. I advised them the property had suffered extensive damage due to the burglary and asked for help repeatedly stating that, I have XXXX XXXX children. They recently lost their mother. They are XXXX. How can I fix my house? How do I get legal help with my loan? Why wont you work with us or help us? They would not answer my questions. When I offered to surrender the property in cash for keys after they suggested it, they changed their minds. They once again insisted I list the property. I advised them I have attempted listing four times and the neighborhood is bad but the neighbors next door are worse. I detailed my problems including threats I received against my person, threats against my home, damage to my home, burglary, harassment, and breach of environmental health and safety codes by some of my neighbors such as dumping antifreeze in large amounts onto the ground near my home and illegal burning of prohibited materials. We were drinking and bathing using well water there so you can imagine how this would be bad with toxic byproducts from burning furniture and dumped automotive chemicals seeping into our ground water. At least five of my neighbors developed XXXX within a few houses of there. I explained all of this and so much more to Shellpoint Mortgage Servicing. Despite all my hardships and desperation, they did not help me in any way. They refused to allow forbearance or help with getting the home refinanced or fixed. They prevent me from refinancing by creating a false credit history on my credit report. They manufactured a home loan default. This is criminal business conduct. They are doing it to hundreds of Americans. They recently lost a class-action lawsuit in Chong v. Shellpoint out of Florida concerning the force-placed homeowners insurance. There is precedence to my claims. This must be addressed by government and mortgage oversight law enforcement. They are preying on the weak and vulnerable.
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| 06/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, Shellpoint Mortgage, herein referred to as SPM, took over loan servicing from XXXX XXXX XXXX, herein referred to as XXXX. On XX/XX/XXXX, trying to allow for any confusion that XX/XX/XXXX, or the date of new ownership would cause, I called to make a payment. I had not received any paperwork from SPM, only information on intent to sale loan from XXXX with SPM 's phone number listed. I have yet to receive any " packet '' explaining any loan policies or servicing policies from SPM. I have asked, but have yet to receive it. All I have received is a loan modification packet, which I filled out with XXXX and was told by SMP not to fill out. When I called, the female rep told me that she couldn't find me in the system and that it usually took 7-10 business days for it to download. She told me to call back then because I was protected by RESPA. I told her I had been in the loan modification with XXXX mid-transfer and she said that was probably why I wasn't in the system. I called back in 8-10 business days and was told that I could not make a payment because I was 5 payments behind, and the only amount to be accepted was the total amount that I was behind. I told them I'd never been told of that before, and XXXX worked with me until I could get a modification due to XXXX discrimination and XXXX in XX/XX/XXXX. I told them that we had planned on making two payments on XX/XX/XXXX, and that the XX/XX/XXXX payment was the 5th payment to push us to the magic number of " behind payments '' to make us behind. They told me I'd been late since XX/XX/XXXX, and I told them that wasn't true. I had paid religiously since I was put on XXXX, and even before then, and the late payments were due from XX/XX/XXXX and XX/XX/XXXX. He repeated that he couldn't take any payment unless it was ALL or none. Once I began researching the issue, I found that RESPA had protections, and when I questioned them on this, they would either not respond to the question or not respond to the email. I called their home office, was told that they would call back in 24 hours, and no one responded. I was put into a home loan modification rather quickly and yet I was still concerned due to the rampant reports of this being a ploy and dual tracking that they practice even though against the law. I have repeatedly called my single point of contact since then asking about the payment and he said it would be lumped into the entire payment when the loan modification trial payments of ( 6 ) payments went through and when the loan was modified. However, I still want to pay to protect us from foreclosure. He told me that I could pay what I wanted to but it would be applied to the loan modification due to begin XX/XX/XXXX and not to the payments due for XX/XX/XXXX, and now XX/XX/XXXX. We have an insurance claim, and I asked if the money left from repairs could be applied to the mortgage and I was told that they would not release the insurance money until the amount that we were late was fully paid. However, again, they will not allow us to pay. I was even told to pay out of pocket for repairs until the money was released, and well, that's the entire problem. I can't pay for the scope of repairs that my insurance company has paid for out of pocket until I get everything caught up payment-wise, nor can my daughter, who suffered an XXXX reaction to the XXXX, suffer and wait that long. I have never seen a company that will not accept money. These issues are running rampant on your site, and I don't see why they aren't fined and pushed to operate ethically. I believe that this company only wants homes with equity, not your money, for foreclosure, and we are being forced into late payments when we are in fact protected by RESPA for 30 more days. Please help us. Please pull phone recordings from them and listen to the frustration they have when I ask questions almost daily trying to save our home.
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| 12/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Greetings, I am filing this complaint against New Rez mortgage company , the current lender of a primary mortgage for a home owned by my XXXX XXXX XXXX mother and myself. After the monthly payment increased more than {$300.00} per month due to an escrow discrepancy, it became unaffordable for my mother to pay on her own as she is the primary borrower and resident of the home. Together we filed an application for a refinance on XX/XX/2020 with XXXX XXXX of New Rez and were approved for a {$50000.00} loan on XXXX XXXX. During this time we have had difficulty communicating with the loan processor, XXXX XXXX and her manager, XXXX XXXX to understand why our loan has not closed and what needs to be done. There have been unexplained delays, requests for information that have already been provided, and complete disregard of my request to speak with a higher level manager to move my loan through the process. I am being ignored despite desperate attempts to get my loan closed. I am attaching a timeline of activity with copies of emails that transpired over the past few months. In addition to the verified emails, I made several phone calls, left multiple voicemail messages, and never once was able to speak with the loan processor that I recall. I felt that my loan was being mismanaged and due to the negligence of New Rez, my mother and I are being harmed as a result of unreasonable delays. We have continued to pay an unaffordable higher monthly payment while these delays continue and face losing the interest rate that was presented to us. The rate lock has already expired once and the time frame for another expiration is drawing near. We are concerned that the avoidance of our loan closing may be intentional to collect a higher interest rate. We are concerned that our file is being mishandled and our consumer protections are being violated under Regulation Z. At one point I called the general number for help and inquired if I could file a formal complaint. After not getting any direction, being placed on hold for lengthy periods, bounced around from place to place, etc., I called again and asked to speak with someone of authority who can help me. The representative provided me the name and number of XXXX XXXX who is XXXX XXXX XXXX boss. I called and left at least ( 7 ) seven voicemail messages for XXXX on various occasions over the course of a number of weeks expressing detailed concerns about my loan. XXXX, who I presume to be the next authority, never offered acknowledgment of my messages nor a return phone call - not even the common courtesy of an acknowledgment. To be honest, I am unsure if XXXX is even a manager. If she wasn't the correct person, the least she could have done was call me back.There is obviously incompetence and a lack of supervision happening, and at this point no one is willing or able to escalate this matter. This has been very stressful and the worst experience I've ever had with a professional service organization. So much so, that I've had to reach out to a regulatory authority to try to initiate action. We have no other means and can't afford the time commitment of going to a different lender. We don't know who else to contact. We have tried very hard to provide the necessary information that was asked of us, and made exhaustive efforts to contact someone who will speak to us but have failed in every attempt to resolve this matter. All I want is to close this loan to help my sick and aging mother from financial debt that has resulted from her loan payments being raised to an unaffordable level. In over 20 years of owning this home, the payments have never been this high. I'd like to ask, is this a case of elderly abuse, or discrimination, or consumer protection violation of Regulation Z? Any assistance that you can provide would be greatly appreciated. Please let me know if you'd like additional information. Thank you in advance.
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| 08/24/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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XXXX - XXXX 2016 - We applied for modification in XXXX then on XXXX XXXX spoke to Shellpoint and they said the modification review was still ongoing and nothing needed at this time from us. Then in XXXX XXXX we learned that the mod was denied on XXXX XXXX. I asked why they did n't tell us on XXXX XXXX when I called and he could not explain. We never received a phone call or letter informing us of the mod denial on XXXX XXXX. XXXX - We appealed the denial and XXXX XXXX said the appeal was denied because to capitalize the total arrearage into principle balance over 40 year term would increase the monthly payment. She explained that they could not increase our monthly payment. XXXX - We submitted a new request for modification and notified single point of contact XXXX. Over the next two months they repeatedly asked for more documents and we complied with the help of our housing counselor at XXXX Extension. XXXX XXXX - I called Shellpoint Loss Mitigation Dept. and they said they did not receive all the paperwork we sent. We have fax verification documents and emails as proof that the documents were sent on XXXX XXXX, XXXX, and XXXX. We called and spoke to XXXX XXXX and told him everything was sent those dates. Regardless, we re-sent all the documents on XXXX XXXX. XXXX XXXX - Another single point of contact was assignedXXXX XXXX. They told us that they need more documents : XXXX was missing a checkbox, a Profit/Loss, and paystub for Destiny ( daughter ). We submitted all. XXXX XXXX - I called Shellpoint to get status update because I had submitted everything well before XXXX XXXX like they requested. They informed us there was XXXX documents that had expired and they needed updated : Borrower Assistance Form, Dodd-Frank, XXXX ( a newer version ), another pay-stub for XXXX ( daughter ) and non-borrower contribution letters from XXXX ( wife ), XXXX ( son ), and XXXX. Also, she confirmed we are still in foreclosure status but there is no sale date yet. XXXX XXXX - I called Shellpoint after I received a letter that yet another single point of contact : XXXX XXXX was assigned ( letter dated XXXX XXXX ). I spoke to her and asked her why I would need to submit all these documents again when I submitted everything they asked for before XXXX XXXX which is the deadline they gave. She could not explain. This is when she informed me that I was approved for a streamline modification. She explained that I was approved for this in XXXX. I asked her how this could be if I was just told a couple days prior that I was still in active foreclosure and they were needing more documents from me. She could not explain. She then told me this type of mod did not require any documents and that I was randomly picked. She then informed me my new payment was {$1700.00} and the Trial Period was for XXXX XXXX, XXXX XXXX, and XXXX XXXX. This is a problem for several reasons : I was not told I had a streamline modification and therefore I was already 22 days late/delinquent on my first payment. Also, this new payment is higher than it was before, which does not help our hardship.They told us back in XXXX they could not give me a modification because it would increase my payment, now they have done just that! We 've so many " single point of contacts '' that it defeats the purpose. They 've repeatedly lost my paperwork or asked for more and more. They do not return mine or our housing counselor 's calls in a timely manner. They have repeatedly given misinformation as as well ( telling me I am in active foreclosure when I have been approved for a modification 3 weeks prior, or telling me they are still reviewing my modification when it had been denied a month earlier ). I really feel they are stringing me along until I just give up and let the foreclosure happen. My goal is to keep my home with an affordable mortgage payment, but Shellpoint is making that incredibly difficult to do.
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| 10/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We got behind on our Mortgage payments. They have only sent us bills for it. Never a foreclosure letter. Until we were able to get a loan from my husband 's 401k to pay it up to date. On XX/XX/XXXX I called Shellpoint mortgage servicing to find out what we needed to pay to get our bill up to current. The lady I talked to told me that it is in foreclosure so they can't except the payment. That I wouls have to wait until I got a reinstatement letter from lawyers office. So I waited 2 wks pasted no letter so I called Shellpoint and got told to just wait another week. So another week pasted still no letter. So I finally got the letter XX/XX/XXXX. The letter said to call the lawyer in case there was more funds owed. I tried to call the lawyer XXXX XXXX. Didn't get an answer. I left a message for him to call me back. So when we was able to pay the amount they asked for we had to get another loan from my husband 's 401k bc the lawyers amount was more than shellpoint had told us it would be and we had to pay our other bills. So on XX/XX/XXXX I tried again to reach the lawyer. Still no answer. I did get ahold of the director of the law firm in Florida. He told me to send it in a cashier 's check to the law firm in the amount on the letter. So I did. I recieved a bill for XXXX for {$8400.00}. I knew they just might not have gotten the payment before the bill was sent out. So I called Shellpoint asking them what my current payments would be for the rest of the months to come? The guy I talked to " XXXX '' said that we didnt have a payment due until XXXX. For me to wait until I got a paper stating that a payment is due. So XXXX I get a bill for {$8800.00}. I had sent them {$8100.00} on XX/XX/XXXX so I knew this bill can't be right. So I called Shellpoint on XX/XX/XXXX to find out what is going on. They said they have not recieved my payment. So I call the lawyer about 6 times that day leaving at least 3 messages for him to call me back. He finally does telling me that they have the payment now. That it had been sitting in another office in their building. And since I made it out to the lawyers office they have to contact Shellpoint to see how to send them the money. ( Shouldn't they know how to get them their money? ) He told me that he or Shellpoint would give me a call back. So a w/o pasted, no call. So I called Shellpoint on XX/XX/XXXX to see if they had gotten my payment yet. Nope still haven't gotten it. So the lady I talked to in the XXXX department ( which is the department at Shellpoint who handles the mobile home mortgages ) she told me that they have not heard from the lawyer. And I might owe more money. I asked her if I could send my 3 months that I'm behind on now bc of them not telling me any info. And she said that i couldn't send them any payments now bc they have not recieved the reinstatement payment. She said that she was going to reach out to the law firm to find out where the money was. And she would give me a call back within 2 days. I talked to her on Thursday no call Friday. So being I was so busy remodeling my daughter 's bedroom. I gave them until Thursday XX/XX/XXXX. I called them back still can't get any answers. They still haven't gotten the payment. By this time I am so mad. I just don't understand why these people keep giving me the run around and aren't trying to help me to get/keep my payments up to current. So when the man told me that they still haven't gotten the payment. I asked him why can't i just cancel the Cashier 's check to the lawyer and send it straight to Shellpoint. He got quiet. So I smarted off " that closed your mouth and got you thinking huh? '' So he got smart with me. I told him they needed to do their job and stop XXXX us over. And he hung up on me. So now I am asking y'all for some help to getting this matter solved. So that we don't continue to get more behind on our payments than we already are.
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| 04/21/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I purchased my home in XXXX before the market crashed and put down {$200000.00}. I've been employed by the same company for many years and never had a problem paying my mortgage on time, even when many people let go of their homes into foreclosure between XXXX and XXXX. I became very ill in XXXX of XXXX and had to have XXXX. Because of my XXXX and loss of work I was unable to pay my mortgage with XXXX XXXX XXXX. I was recovering and out of work for several months enduring a lot of hardships with my family. After recovering and returning to work I tried to make an arrangement with XXXX to become current with my loan, but they demanded that I pay the late payments and fees in its totality about {$10000.00}. I told them that because of my loss of work I was unable to come up with a large amount of money but could make payment arrangement. They offered to make an arrangement with me but only for XXXX. This meant my mortgage would go up to almost {$3000.00}. I explained that there was no way that I could afford that payment and take care of my family. XXXX refused to work with me demanding that I pay everything I owed in a lump sum or I had to agree to their payment arrangement. In XX/XX/XXXX XXXX transferred my loan to Shellpoint Mortgage Servicing and they took over the collection. I attempted again to make arrangements with Shellpoint but they demanded that I pay {$22000.00} or face the possibility of loosing my home. I explained to them that I had plenty of equity on the home and that I was able to make payment arrangements if they were reasonable. I offered to give them {$10000.00} in order to lower the debt but they refused unless I gave them a lump sum. Seeing that I was getting no where I decided to contact an agent to sell my home. The property was listed on XX/XX/XXXX. As soon as the property hit the market Shellpoint Mortgage Servicing filed the notice of XXXX XXXX on XX/XX/XXXX after I notified them of my intent to sell the home and pay the debt. They set the trustee sale for XX/XX/XXXX to pay the debt or they would foreclose on my home. Keep in mind that I have a little over $ XXXX in equity which is plenty to pay off the loan and fees owed to them, but Shellpoint Mortgage Servicing and their Agent XXXX XXXX refused to postpone the sale. A couple of weeks after listing my property my agent was able to secure a strong offer and again I attempted to postpone the Trustee Sale but XXXX XXXX and Shellpoint Mortage Servicing have been uncooperative. On Wednesday XX/XX/XXXX a week before the Trustee Sale, I requested the amount I needed to pay to become current with my loan hoping that I could pay and have the Trustee Sale postponed to allow me to close on the sale of my home. XXXX XXXX and Shellpoint told me that getting those figures would take several days and most likely would be over {$28000.00}. Way over the {$22000.00} they initially quoted me.Today friday XX/XX/XXXX I've made several attempts to contact XXXX XXXX to get the the amount to become current without a response. I contacted a customer service rep that informed me that no attempt or communication had been made to postpone my foreclosure by XXXX XXXX. The rep was gracious enough to put in the information into the system requesting the postponement since XXXX XXXX made no effort to do so. I understand that I may not be able to keep my home, but at least I would appreciate the opportunity for them to allow me to sell the home. It is my belief that XXXX XXXX has been working against me by not requesting the postponement of the Trustee Sale after I requested that he contact his supervisors. This is based on the information provided to me by the representative who helped me today. Knowing that the property has equity is my belief that Shellpoint Mortage Servicing and XXXX XXXX don't want me to sell the home in order for them to foreclose on the property and collect the fees.
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| 05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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acct. XXXX XXXX XX/XX/XXXX Hello I am requesting an audit of my account due to the following : *How do I still owe as much as the original cost of the house when the 30yr ends in XXXX? I have been with 3 mortgage companies, you are the 4th, so mistakes have been made, I will do whatever necessary to end your loan shark, we will break your legs if you don't pay, tactics.
* What is the XXXX you claim is owed. I had financial forebearance for 3-4 yrs & that is not due upfront.
*Why are you holding XXXX as unapplied?
*Please provide documentation verifying that I am 322 days delinquent. I feel documentation of my pay history is necessary as well to compare to my bank statements.
* The house is not abandoned as you claim, my son is a single parent in Washington st. I travel back & forth from Texas according to his work schedule when he works night shift.
* I have contacted FHA & HUD, & they have directed me to contact Consumer Financial Protection Bureau which I am sending a copy of this request.
*I only have 4 years left on this mortgage & am doing my best to fulfill my financial obligations.
I know a request is required by mail, I am sending this tomorrow by mail as well as copy to Consumer Financial Protection Bureau.
Thank you for your assistance with this.
Sincerely, XXXX XXXX XXXX XXXX Thank you for contacting the FHA Resource Center, RE : Audit my accountfha mortgage DoNotReplyFHA XXXX Thu, XX/XX/XXXX, XXXX XXXX to me Dear XXXX XXXX , Thank you for contacting the FHA Resource Center . Based on the content of your email, it appears that your request falls under the jurisdiction of another agency or department. Therefore, we are providing general information that may assist you. Please refer to the contact information and/or website below for additional assistance. Your email request was regarding Audit my account.
The Real Estate Settlement Procedures Act ( RESPA ) is administered and enforced by the CFPB. If you are a consumer with a question or complaint related to your mortgage or mortgage servicer, please contact the CFPBs Consumer Response team at XXXX ( XXXX TTY/TDD ) XXXX EST.
This information may be viewed in its entirety below : How can I obtain mortgage account information from my lender?
Your servicing lender should be able to provide you with your mortgage account information.
Section 6 of the Real Estate Settlement and Procedures Act ( RESPA ) provides that borrowers may make a 'qualified written request ' to the lender concerning the servicing of their loan account.
The request should not be included with the monthly mortgage payment.
The lender must acknowledge the request within 20 business days and must resolve any issues and/or complaints within 60 business days by correcting the account or giving a statement of the reasons for its position.
A sample letter format is available at https : //www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-request-information-about-my-mortgage-en-1855/ If you do not get a satisfactory answer from the lender, you may wish to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). You should continue to make your mortgage payment during this time.
The Real Estate Settlement Procedures Act ( RESPA ) is administered and enforced by the CFPB. If you are a consumer with a question or complaint related to your mortgage or mortgage servicer, please contact the CFPBs Consumer Response team at XXXX ( XXXX TTY/TDD ) XXXX EST.
For more information go to the Consumer Financial Protection Bureau website at https : //www.consumerfinance.gov/ DISCLAIMER : All policy information contained in this knowledge base article is based upon the referenced HUD policy document XXXX Any lending or insuring decisions should adhere to the specific information contained in that underlying policy document.
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| 11/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/18- I requested via fax to my mortgage company XXXX XXXX XXXX to have my primary mortgage insurance ( PMI ) removed from my home mortgage because I believe my house is worth {$400000.00}. Soon I got a letter in the mail that I needed to get an appraisal first and I would have to pay for it.
XX/XX/18 - I paid for the appraisal. Also this appraiser was selected by XXXX XXXX XXXX.
XX/XX/18 - House appraisal completed.
XX/XX/18-I called XXXX XXXX XXXX to get an update about the house appraisal and was told it appraised at {$400000.00}. I was told by their customer service rep that I had to meet the " XXXX XXXX PMI removal requirements '' which meant that my LTV had to be less than 75 %, since my LTV ratio was not less than 75 % at this time, the PMI removal request would be denied. I clarified with XXXX XXXX that if I was to pay more into my principal balance and got my LTV ratio below 75 %, what the steps would I then need to take to remove the PMI. I was told, that once I pay into my principal balance that I could just call to put in a new request to remove the PMI, and I made sure that my current appraisal that had just been completed would still be active and appropriate and that a new one did not have to be done.
XX/XX/18 - I paid {$10000.00} towards my principal balance. So after this payment the balance was {$290000.00} and I requested via telephone to cancel my PMI since my LTV is below 75 % per XXXX XXXX PMI guidelines, my XXXX XXXX XXXX XXXXXXXX website, and their customer service rep with whom I spoke with on this day. This additional payment put my LTV ratio at 74.9 % which is below the 75 % requirement for XXXX XXXX loans to remove the primary mortgage insurance ( PMI ). I called to cancel the PMI & customer service said they put in the request. I was told by their customer service rep via telephone that on XX/XX/18 I would have an answer on the PMI removal request.
XX/XX/18 - I called their customer service line and they said " its still due, but still pending. '' XX/XX/18 - I called again and their customer service said they have " no answer for the PMI request and thats its still pending. '' XX/XX/18 - I paid my mortgage bill for the month of XXXX which still included the PMI.
XX/XX/18 - I called again, no answer for the PMI, " still processing '', I then requested to speak to a supervisor. I was told that a supervisor was not available at this time, and one will get back to me between 24-48hours.
XX/XX/18 - their supervisor XXXX XXXX calls me back at XXXX and leaves me a voicemail. I was told to call him back at the customer service line. I called the number given to me as was told at XXXX, they said he was on another phone call right now would call me back that day, he never did.
XX/XX/18 - My wife called the customer service line at XXXX to follow up with XXXX XXXX, and they told her that " he was on another call at the moment and would call us back today because he is doing call-backs '', my wife then asked if another supervisor was available and could be reached, no other supervisor was available.
At XXXX, I called customer service to see if their supervisor XXXX XXXX was available. Same response, " he is on another call right now, and he will call you back. '' I have yet to speak to XXXX XXXX nor another supervisor.
I have never had a late payment and have lived in my house for more than 3 years. I have sent a request via email to cancel my PMI immediately and have spoke to their customer service reps with respect and courtesy, almost everyday after XX/XX/18 to cancel my PMI or even just to get an update of what is going on. Their customer service to this day, has no updates, or is unable to answer any of my questions, nor have I spoke to a supervisor or someone that can help me resolve my issue. I have paid my mortgage for XX/XX/18 that includes the PMI that should of been removed.
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| 12/29/2017 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Reference : Loan XXXX I am officially requesting, thru the CFPB the following. Shellpoint Mortgage Servicing reimburse me {$41.00} and transfer servicing of this loan to another loan servicing organization.
XXXX XXXX XXXX immediately reimburses to my account the past three years tax office 2nd installment fees I have paid because of Shellpoints failure to pay my taxes in one installment, as I had requested in writing. These charges are those incurred over the past three tax years ( XX/XX/XXXX-XX/XX/XXXX, XX/XX/XXXX-XX/XX/XXXX, and XX/XX/XXXX-XX/XX/XXXX ) ( tax statement attached ). Shellpoints ineptitude has resulted in me paying a total of {$41.00} in service fees. Shellpoint should include late fees and interest as that is what I would pay if I was late on payments to their organization Tax Year Date Paid Amount Paid Amount of service fee included in 2nd installment XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX {$1900.00} {$13.00} XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX {$1900.00} {$13.00} XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX {$2200.00} {$15.00} Total owed {$41.00} Shellpoint Mortgage Servicing transfer management of this loan to another mortgage loan servicing organization. Their demonstrated ineptitude has caused me an inordinate amount of time and effort to check their actions, always discovering they have constantly failed ; year after year after year.
For the past three years Shellpoint has consistently failed to pay my property taxes in one payment. I have called numerous times, filed complaints with CFPB, and still Shellpoint is incapable of managing to pay my taxes on this loan as I requested ( one payment, not two payments ). I am charged tax office service fees when taxes are paid in two installments. Even though Shellpoint has apologized and stated they would correct all errors, year after year they fail to accomplish this task. This year they again failed to pay my taxes in one instalment. This is especially insulting because the previous year not only did they not pay in one installment they did not even pay my taxes until XX/XX/XXXX. What a despicable error. Shellpoints letter dated XX/XX/XXXX ( attached ) stated they would credit my account for the latest tax year error. Again they were incapable of accomplishing this small task. Shellpoint has again demonstrated their incompetence by again paying only half of my tax bill. It is obvious there is no corporate oversight, no quality control, no system by which they verify their actions are complete and correct.
I am extremely tired of having to check Shellpoint and ensuring they do their job, which they NEVER accomplish. I have had multiple loan servicing organizations service my mortgage ( s ) over the past 27 years. Shellpoint is without a doubt the absolute worst mortgage and loan servicing organization I have experienced. Shellpoint Mortgage Servicing President and Corporate Officers should be extremely ashamed of their organizations performance.
I will not call Shellpoint on this matter any longer. All complaints will go thru the CFPB. I have wasted an inordinate amount of time writing letters and calling customer service from Shellpoint. I am extremely tired of having to double check everything Shellpoint should be doing and having to spend time to wait for Shellpoint to correct their constant errors ; always discovering that Shellpoint never lives up to their commitment to their customer. Why do I, as a customer, have to constantly verify this organizations actions? I should be paid by Shellpoint as a Quality Control employee because they do not check their actions.
In closing Shellpoint owes my account {$41.00} for the past three years of errors in payment of my taxes. I am also requesting Shellpoint Mortgage Servicing is prohibited from servicing my loan, based on their demonstrated inability to service this loan and the property taxes associated with this mortgage.
|
| 02/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/XXXX I closed a mortgage loan for a new purchase with XXXX XXXX, loan # XXXX, and began making mortgage payments to XXXX XXXX ( XX/XX/XXXX payment ).
In mid-XXXX XXXX I received notification from XXXX XXXX dated XX/XX/XXXX that my loan was being transferred to Shellpoint Mortgage Servicing effective XX/XX/XXXX and that payments should be made to Shellpoint Mortgage effective XX/XX/XXXX ( starting with my XX/XX/XXXX payment ) ( Attachment A ). A few days later I received a notice of assignment dated XX/XX/XXXX indicating that my loan was transferred to XXXX XXXX XXXX ( Attachment B ). As this did not provide any additional information or payment instruction this notice was set aside and assumed that Shellpoint Mortgage Servicing may be servicing the loan on behalf of XXXX XXXX XXXX.
On the morning of XX/XX/XXXX an electronic payment of {$3000.00} was made from my checking account at XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing ( Attachment C ).
On the evening of XX/XX/XXXX I received notification from XXXX XXXX dated XX/XX/XXXX that the notification of transfer was made in error and that my payments should be made to XXXX XXXX effective XX/XX/XXXX. The notice does not specifically state where the XXXX mortgage payment ( already sent to Shellpoint ) should go ( Attachment D ).
I have contacted XXXX XXXX regarding the issue, and have been told that I must work with my bank to stop the payment ( which already went out ) and/or must work with Shellpoint Mortgage to track down my payment and have it sent back to me. XXXX XXXX has offered no assistance in the matter, even though they created the issue. In fact on XX/XX/XXXX I received a call from XXXX XXXX looking for a XXXX mortgage payment even though I had already had several conversations with them about the issue and where my payment went ( at their direction ). Upon calling XXXX XXXX back I was informed that a XXXX payment is actually due to XXXX XXXX, a third financial institution, and not to XXXX XXXX.
I have contact XXXX XXXX XXXX who confirmed that the payment was made, and who provided Credit Trace # XXXX and File Trace # XXXX which they said Shellpoint Mortgage should be able to use to track down the payment and return the funds.
I have contacted Shellpoint Mortgage Servicing several times by telephone and was directed to send all of my information to an email address provided by one of the agents. On XX/XX/XXXX I emailed the issue, the credit trace number, file trace number, a copy of the payment confirmation from XXXX XXXX XXXX, and a copy of the transfer notice from XXXX XXXX. I have heard nothing back from Shellpoint Mortgage Servicing. On XX/XX/XXXX I contacted Shellpoint Mortgage Servicing again by Telephone to see if I might obtain information or an update related to the emailed information. The agent at Shellpoint Mortgage Servicing could not find any information related to me, my mortgage, or the issue, which is consistent with other conversations that I have had with representatives at Shellpoint ( they have no idea who I am or how to help me ). The only advice that was provided was to just wait and hope that the clearinghouse eventually sent the money back because they didnt know where it belonged.
At this point, I am quite frustrated with both XXXX XXXX and Shellpoint Mortgage Servicing, neither of whom seen to know how to remedy the situation.
I have spent hours trying to resolve this issue that was created by XXXX XXXX, and thus far appear to have made no progress. The agents themselves have been friendly in searching for suggestions, but seem ill-equipped to help with this situation. To be honest with as many mortgage loans that I have had over the years, many of them transferred, this is a first for me too. Any assistance that you may provide would be greatly appreciated.
Thank you, XXXX XXXX XXXX ( XXXX ) XXXX
|
| 12/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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Web |
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My wife and I own our home in XXXX California. In XXXX of XXXX our mortgage was purchased From XXXX XXXX XXXX by a company called ShellPoint Financial. Up to this point we had been current on our Mortgage payments. However, due to a financial change several months earlier ( reduced employment income ) we decided to file for Chapter XXXX Bankruptcy, which we were awarded in XXXX XXXX.
As a means to settle our bankruptcy and to put us in a better financial position, we decided to break off and sell an undeveloped portion of our larger property. We got all necessary approvals and permits to do this from the City and County that we live in. However, in order to sell this parcel of land, we needed ShellPoint to release that portion of land from the entire property. My wife and I started to contact ShellPoint in XXXX XXXX. We wrote them and called them numerous times. When we were able to reach a live person - which was VERY RARE - we were told that paperwork would be sent to us to apply for a release of property. This was never sent to us, despite the fact that we requested it several times. We continued to contact ShellPoint hoping we could get SOME personal attention, but we were either transferred to another department, promised that someone would contact us, or ignored completely.
After over a year of trying to deal with ShellPoint directly, we became frustrated with their non-performance, so we hired a lawyer in XXXX XXXX. Our lawyer commenced contact with ShellPoint that month. Our lawyer, on a regular and continuing basis, attempted to contact ShellPoint by phone and email. On occasion he got some response, but it was basically a phone message left at a random time, and in any case, no useful information on how we could proceed with any process to sell the lot we created, and to have it released from our overall property. ShellPoint did, however, request much information from us - financial statements, as well as a proper appraisal in order to show the significant value of our property even after the land was released from it. We had the appraisal done, at our expense. It indicated that even with the lot in question removed, the remaining value would still support he outstanding loan balance owed to ShellPoint. ShellPoint continued to ignore our requests and never took any action at all in order to allow us to sell the lot. At this time, the lot had been put on the market for sale, as we presumed that ShellPoint would release the lot at some point in the near future. In XXXX of XXXX, we received, and accepted an offer, of {$380000.00} for the lot. The buyers were in contract for an all-cash sale. ShellPoint requested - and we sent - information on the buyers, including a copy of the contract as well as verification of the funds they had in the bank ( excess of {>= $1,000,000} ). ShellPoint took NO ACTION, and after being in contract for NINE MONTHS, the buyers decided to walk away, canceling the sale. They had lost all confidence that the Mortgage holder ( ShellPoint ) would ever take any action to allow the sale. Our attorney was in contact with ShellPoint during this time. he was promised action which never happened, despite his numerous attempts to work with them. We had made an offer to ShellPoint that upon the sale of the lot, not only would we pay back any mortgage arrears we had with them, but that additionally, we would pay down the loan balance by {$100000.00}. ShellPoint completely ignored us. In XXXX XXXX, we received a notice of default from ShellPoint, indicating that they were considering foreclosure due to mortgage arrears.
Because of their own inaction, we have been harmed financially. We had a buyer in contract and a sale would have allowed for ShellPoint to be made whole, and for us to retain our home.
I have attached correspondence from our attorney, detailing all attempts to solve this issue
|
| 07/21/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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The complete is about XXXX XXXX, who was with XXXX XXXX when the situation started and is now with XXXX XXXX XXXX ( both in North Carolina ). Her current email is XXXX The complaint is that there were either bait and switch tactics, or horrible disclosure of process with incorrect, misleading information. This is in addition to extremely frustrating processes and communication. We had email correspondence on at least the following dates in XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX This is in addition to various phone conversations and possibly additional emails that I may not have saved I originally asked if XXXX 's company, XXXX XXXX, would do a refi at 85 % of appraisal, and if they could do the refi without any seasoning restrictions.She said yes, her company could do that. We were communicating back and forth regarding various paperwork requested throughout XX/XX/XXXX. On XX/XX/XXXX, after 3+ weeks, XXXX told me that they can not do what she said they could do. She says everything is fine, but they need to season the loan for 6 months. The two reasons I started working with her company were the non seasoning promise and the 85 % refi off of the appraised value. We had a conversation on XX/XX/XXXX, and I begrudgingly agreed to wait until the middle of XX/XX/XXXX when the subject property would have passed the 6 month seasoning.
After XX/XX/XXXX, I did n't hear anything. On XX/XX/XXXX, I reached back out to XXXX and she told me she had changed companies! She now worked at XXXX XXXX XXXX. I was very disappointed that nobody at either company had notified me of this. I had started working with her, and she again told me they could do the 85 % refi ... and we were closing in on the XX/XX/XXXX date, so I agreed to do the loan with her new company. Over the next couple weeks, paperwork was going back and forth and they sent me the loan docs. I noticed that the loan doc showed not an 85 % refi of appraisal but a 75 %. I contacted XXXX about this and she said she thought I had decided on the 75 % so I could get a lower rate. I said no, I wanted the 85 % ... more time went by, and more paperwork. I received a revised loan doc and it also said 75 %. This was on XX/XX/XXXX. I told XXXX it still said a number that was 75 %. She said she had been unaware that she could n't do an 85 % refi! She said that there was a caveat when refinancing a private loan that she could only do a 75 % refi. I asked her when she learned of that. She said she had learned of it the week before! So, after first sending me a doc at 75 % and saying she thought I wanted that for a lower rate, and then sending me a doc a week after learning that she could n't do 85 %, what else was I supposed to think other than that there is something that just was n't right. I still wanted to see what the numbers would look like. They sent me more documents over the course of XX/XX/XXXX ... asking for much of the same information they 'd asked for before, and then new information ... .wanting me to sign another 45 pages or so. It just became exceedingly clear that this company was unable to efficiently and effectively handle the business. XXXX XXXX XXXX is my profession. I 've never filed a complaint about a lender before. It takes a lot of things to happen for me to take the time to describe the situation. In the course of this process, when XXXX was with XXXX XXXX XXXX, I had asked to speak with her supervisor. She blocked that request, saying she was the main person. I had asked for her to have someone consider doing the loan I had requested, and she refused. I had asked her for more favorable loan terms given the situation, and she refused. She did offer to waive one nominal fee.
|
| 01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
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XX/XX/XXXX Hurricane Sally hit my home. We have been working for over a year to settle with insurance. I'm sorry I don't have all of the dates, but NewRez should have a log of all of my calls.
XX/XX/XXXX, I received a check from my insurance company. There were 4 parties in the XXXX : line. I sent the check to several of the parties for endorsement. After having the check for several weeks ( getting endorsements ), I sent the check via XXXX to NewRez, LLC 's Loss Draft Department in XXXX, MI. This is my first home owners claim and did not know the " typical process ''. I had not endorsed the check because I had not received any instruction from them at this time that I needed to do so. After not hearing a response for some time, I received notification from XXXX on XXXX XXXX, XXXX that a package being sent to me was damaged in shipping and being returned to the sender in XXXX, MI After several calls to NewRez with no updates, I was able to call NewRez Loss Draft department on XX/XX/XXXX and find someone that finally notified me that the check had been damaged in shipping, where it was being returned for me to endorse. At this point, I informed NewRez that I wanted to go ahead and take the 1st draw and uploaded all documents. The only outstanding document was the physical check that was damaged and being reissued.
I had the check reissued by the insurance provider and endorsed by all parties ( with additional shipping costs at my expense ). On XX/XX/XXXX the fully endorsed check ( minus NewRez ) was sent via XXXX with tracking number : XXXX. This fulfilled the requirement of having all of the documentation they needed for the first draw.
Sometime around the delivery date ( confirmed by XXXX tracking number ) I called and/or emailed NewRez and they told me they had not received the check and to wait 48 hours.
XX/XX/XXXX I again called NewRez and was informed the check was uploaded to the wrong account or claim and that the process timeline would start fresh as of this date.
I have lost track of all of the call dates, but the 1st Week of XXXX I called and was told the initial draw check is being processed that it takes 3 days to clear the bank and 10 business days for mailing. Of course this led into the XXXX and XXXX XXXX 's holidays, so 10 business days was much longer Today XX/XX/XXXX - I called and the draw amount has not been issued.
From my perspective I have been overly patient with NewRez. The communication is only in one direction, which is me requesting information from them. They have applied misinformation and delay tactics and extremely poor customer service. I've been dealing with the repairs of Hurricane damage for a year and a half and have come out of pocket for all repairs to date. Now my contractor is threatening to walk off if I can not provide his with a progress payment.
I later received the damaged check via XXXX. It was mailed in a paper envelope ( copier paper thin ), with no protection or security measures, typical of mailing a {$100000.00} check across the county, serving to protect the information. I speculate that this is how the original check was mailed and why it was damaged initially.
In addition, I am being charged $ 60/draw to have progress inspection made on my property. The inspector did not even come out himself and required me to take photos of the repairs. NewRez was not even my mortgage provider when the hurricane damage. The mortgage was sold off to them after the date of loss. I had no agreements with them to hold my insurance settlement or pay $ 60/draw for an inspection that didn't even occur. The " inspector '' requested 26 photos. I can not send that many attachments in a single email, so I uploaded to a XXXX XXXX and gave him access. I was informed that he could not use a XXXX XXXX, so I had to send 26 individual emails with a single attachment each.
|
| 02/28/2023 |
Yes |
|
- Struggling to pay mortgage
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Web |
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On Friday XX/XX/XXXX I informed my POC ( point of contact ) XXXX XXXX that I was unemployed and that I wanted to inform them that I was working diligently to find employment. Throughout my unemployment period, I called Shellpoint informing them that my situation was ongoing. They responded by saying that in order to begin my loss mitigation process, I would need to be 90 days behind on my mortgage to qualify. With that being the case, I was able to make my XXXX and XXXX payments but was unable to make payments for XXXX. I began my loss mitigation process in XXXX and my POC informed me on XX/XX/XXXX @ XXXXXXXX XXXX that she needed the following documents : a Uniform borrower assistance form, proof of income, letter of explanation. I provided those documents on XX/XX/XXXX @ XXXXXXXX XXXX. On XX/XX/XXXX I informed my POC that I was unable to gain access to my monthly XXXX dues and provided her screen shots. On XX/XX/XXXX, XXXX responded stating that I needed a letter stating that I no longer receive statements from my HOA and to sign and date. That would be suffice to move the process along. I responded on XX/XX/XXXX at XXXXXXXX XXXX with that letter. On XX/XX/XXXX at XXXX, she requested a letter for a loan that I received from my mother to help alleviate some of my financial hardships. I responded on XX/XX/XXXX at XXXXXXXX XXXX with the requested letter. On Saturday XX/XX/XXXX at XXXX, I contacted XXXX via email informing her that I was receiving notices indication that I don't complete the process for loss mitigation that I may be withdrawn. I followed up by asking if she had all of the required information to complete this process. On XX/XX/XXXX at XXXXXXXX XXXX, I followed up with an email asking XXXX if my file had been updated to reflect the letter she requested. On XX/XX/XXXX at XXXX, XXXX responded saying that she had all documents and that my income has been verified. There was nothing else that I needed to provide. XXXX minutes later, she sent me an email stating that my loan was sent for income verification and they are requesting additional information. They were requesting paystubs from XX/XX/XXXX and bank statements for the last 60 days. I responded on XX/XX/XXXX at XXXX with the requested documents. XXXX responded to me on XX/XX/XXXX at XXXX pm that the screen shots taken on my cell to provide my XXXX dues were insufficient and that I need to provide an actual bill or if I can't provide that then I need to provide them a letter signed and dated by me stating that I don't receive statements of my XXXX dues and that everything is via an app called XXXX. I responded with a letter on XX/XX/XXXX at XXXXXXXX XXXX. I followed up with an email of my HOA screen shots on XX/XX/XXXX at XXXXXXXX XXXX XXXX. I sent an additional letter on XX/XX/XXXX providing my account information via the app as a screen shot, my bank statement tying the charges. I contacted my HOA explanation they predicament and they finally provided me XXXX pages of my account history and it was sent to XXXX and the loss mitigation emails on XX/XX/XXXX at XXXX XXXX XXXX XXXX responded on XX/XX/XXXX at XXXXXXXX XXXX thanking me for the information and that she would get it to the appropriate department for review. I followed up with an email on XX/XX/XXXX at XXXXXXXX XXXX requesting for an update and no response. I called Shellpoint XXXX on XXXX XXXXXXXX XXXX escalating the situation because they informed me that according to their files, I had not provided all of the required documents. Upon further discussion, they admitted they had all of the documents and would take an additional 3-5 days to finalize a response. Unfortunately, the lack of communication from my POC has brought me on the brink of foreclosure and I find this to be completely unacceptable. I can't and I don't want to lose my home based on negligence or lack of follow ups.
|
| 02/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
XXXX XXXX XXXX XXXXXXXX " Myth : A forbearance plan will negatively impact my credit score.
Fact : Your mortgage servicing company should report your loan as current to credit reporting companies if you were current on your monthly mortgage payments before receiving a forbearance or other payment accommodation related to COVID-19 as long as you have made any forbearance plan or other COVID-19-related accommodation payments ( or no payments ) as required by your plan. Make sure to monitor your credit reports to find and resolve any inaccurate information.
Myth : If I enter a forbearance plan, I will be ineligible to refinance or get a new mortgage loan.
Fact : You may be eligible for a refinance or a new mortgage loan if you are in forbearance but have continued to make timely payments. You may also be eligible for a refinance or a new mortgage loan if you were previously in forbearance but have resolved any missed payments through a reinstatement or have made three timely payments either in accordance with a repayment plan or following a payment deferral, or completed the trial period plan payments in connection with a modification. Contact your mortgage lender to discuss your options as other eligibility requirements may apply. '' The XXXX XXXX website lists 2 myths a ) that mortgage forbearance will hurt one 's credit score and b ) I will be ineligible to refinance or get a new mortgage loan.
After being in the hospital with covid during the pandemic and facing hardships, I carefully read the rules about forbearance since I was reluctant to enter an agreement for fears of negative impact on my credit score or risking the possibility to be able to refinance in the future. I trusted the XXXX XXXX website ( XXXX XXXX has the same governmental rules ) and was assured I had to worry not about either of the 2 concerns.
Upon exiting my forbearance term ... My lender Shellpoint made an agreement with me to make 3 trial payments.
The consumer finance website states : If your lender does make an agreement or accommodation with you : " If your account is current and you make an agreement to make a partial payment, skip a payment, or other accommodation, then the creditor is to report to credit reporting companies that you are current on your loan or account. '' I have contacted the office of my local congresswomen XXXX XXXX XXXX who assured me that when congress passed the CARES act. It was intended to protect Americans and their credit scores. It would be plain right opposite logic to think that the CARES intended to only protect Americans who miss their payments ... but Americans who agree to the terms of their new loan modification and actually pay on time should be hurt. I agreed on the phone to a Shellpoint rep back in XXXX. I subseuqently made all agreed upon payments.
Shellpoint nevertheless in violation of the US law has refused to remove from my report the 120 day late stain.
This negative information makes it impossible for to refinance and get a new loan since lenders will not approve people for loans who have 120 late payments on their reports. This also has negatively affected my credit score.
Shellpoint doesn't want consumers to refinance their loans because they don't want to lose customers.
They therefore break the law and report paying customers late who were promised on US government websites that forbearance would not affect their credit score or make them ineligible to refinance by staining their credit scores.
.My congresswoman will be taking action against shellpoint as well as my family attorney.
I demand immediately that Shellpoint remove from my credit report the 120 late stain which refers to when I was legally protected by the CARES Act.
It is not fair that I can not apply and get approved for a refinance or new credit cards because of these negative implications.
|
| 05/04/2022 |
No |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX - Opened Home Equity Line of Credit with XXXX XXXX XXXX, Line of credit {$240000.00} Used our Home as collateral.
XX/XX/XXXX - Modified Heloc terms with XXXX XXXX, Fixed interest rate & fixed monthly payment. Insurance and property taxes are not included in the monthly payments. There is no mortgage on the home, XXXX XXXX.
XX/XX/XXXX - XXXX XXXX XXXX our loan to XXXX XXXX XXXX XXXX XXXX XXXX we are informed that Shellpoint Mortgage Servicing will be servicing our loan.
XX/XX/XXXX- As a result of the Covid 19 Pandemic & part of The Illinois Covid Relief Act, our county treasurer, and assessor 's office postponed the due date of real estate tax payments for " Non-Escrow '' homeowners.
There is no escrow account associated with our loan, we have been paying them since XX/XX/XXXX, independently.
Shellpoint Mortgage servicing paid our taxes without prior notice, created an escrow account, and treated the loan as being in default for non-payment of property taxes. Began applying enormous late fees to our account. Shellpoint justified these actions by claiming that they had received notification from our county assessor that our property taxes were " delinquent ''.
We sent documents verifying there was no delinquency on our property. We requested they abide by our contract dated XX/XX/XXXX, remove the escrow and fees, and not make any future tax payments.
They ignored our existing contract and continued making tax payments, charging us a monthly escrow, and applying late fees. We continue making our monthly payments according to our contract, while we hope to work things out with Shellpoint.
XX/XX/XXXX - Loan is sold to Mill City Mortgage Loan Trust XXXX - Not recorded until XX/XX/XXXX. We were never informed of the sale.
XX/XX/XXXX - Shellpoint CHANGES! the classification of our loan with the credit bureaus from XXXX to XXXX Mortgage. We contact immediately, demanding an explanation.
Shellpoint informs us that XXXX XXXX made an error when they went into a " change of terms '' contract with us. They said it should have been a mortgage, and that they were making the correction to the loan for them.
We hire an attorney for advice, he disputes with credit bureaus ( denied ), requests documentation from Shellpoint, receives a letter of explanation, and no documents to verify their explanation.
On XX/XX/XXXX, we received, Loan history statement, A mortgage contract that seems to have been originated by XXXX XXXX in XXXX.
We never applied for, or signed any mortgage, with XXXX XXXX or any other bank.
This is when we suspected fraud, the attorney was no longer on retainer, and we ordered and paid for a " Chain of Title '' on our property. This is when we found out about the " Assignment of Mortgages ''. We feel these documents may be fraudulent or manufactured to support and justify Shell Points claims.
Errors we noticed - Property Tax ID number incorrect, Legal description incorrect, Stamp & date of the recorder - typed, No issue date on mortgage contract, signatures scribbled, Blacked-out lines on Assignment of Mortgage, no deed, no Mers #, After a legal search on both of us & the property, " NO '' mortgage loan in either of our names or on the property.
Shellpoint has ruined our credit, and made our life XXXX, trying to prove our innocence. This all began with Shellpoint hiring XXXX to do a computerized tax sweep of their non-escrow accounts, in the attempt to find delinquent tax payments. Had they admitted the error and corrected the account right away, it never would have escalated to this. Now 2 years, XXXX 's of correspondence, attorney, countless tears, We don't know where else to turn. We have paid this year 's taxes already, we have paid them back for the tax payments they did make, Yet our current Statement reflects a balance due of {$21.00}, XXXX. Where is that money going?
|
| 05/21/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
My previous complaint with Shellpoint resulted in the admission that Shellpoint Mortgage servicing " surpressed the XX/XX/XXXX credit report '' because of active correspondence with them. I have subsequently contacted Shellpoint through XXXX dispute resolution with copies of my correspondence with Shellpoint during the period of XXXXXXXX XXXX-XXXX XXXX ( i.e., I uploaded the statements of required payments, and my bank records of timely payment of the full amount that Shellpoint required of me to stay current- including XX/XX/XXXX and XX/XX/XXXX payments ).
Shellpoint in their last response letter avoids this fact, but tellingly states in their letter that I was in a post-foreberance communications with their personnel from the time I was expired on that program, which was mainly with XXXX XXXX XXXX of Shellpoint, and others that XXXX XXXX referred me to. I was in constant contact with them during the time I mention above, all in good fait on my part, making all required payments on time and in full, in close correspondence with Shellpoint ( see attached ).
They recorded these contacts for me in written notes too, and I have a record of those communication by phone and in the forms attached too. In their response letter they deceptively state they never received returned mail, as their sole excuse/misdirection of the real probelm, which is that we were in constant contact and i was making all required payments on time and in full ( again, see my evidence attached, which Shellpoint received after the last letter, where they were recording me with another erroneous late payment, but backed that one out. They continue to misdirect, and refuse to back out the erroneous late payment notes from XX/XX/XXXX and XX/XX/XXXX, trying to misdirect by referring to my lack of correspondence, which is prima facia false ( see attached ).
Their own words in their investigation results letter makes my case that I was in contact with them from the time I ended my forbearance, and through today actually, on the various steps outlined in the letter that they wrote regarding the investigation.
Specifically, they write most recently that : " Due to the active correspondence in our office in XX/XX/XXXX, Shellpoint suppressed the XX/XX/XXXX credit report. '' and in this statement they are recording that I *was* in contact with them. I made all the required/documented payments on time, which IS correspondence ( it's a payment! ), and so they need to apply the same " suppression '' to the XX/XX/XXXX and XX/XX/XXXX payments that they did for the XX/XX/XXXX payment, for the reasons they outline for doing that in their official response letter, after undoing their erroneous XX/XX/XXXX late payment ( i.e., we were in active communication/correspondence the whole time ) I also have the right to have a full transcript of the notes that XXXX XXXX XXXX and other Shellpoint, NewRez employees that she referred me to or I was in contact with by phone from the time period of XX/XX/XXXX to XX/XX/XXXX, and I am requesting that transcript at this time to further prove my case as stated above. XXXX XXXX confided in me when I initially found out about the XXXX point drop in, my credit rating due to XXXX ' erroneous reporting, that, " I'm very sorry, but we have had problems with our phones and communication '' among other comments about the deceptive nature of Shellpoints ' methods for dealing with customers.
I have the right to receive the full written notes from XX/XX/XXXX to XX/XX/XXXX, which I always verified were being kept and those notes of my account will prove what amounts, now with their recent letter, to a fraudulent statements, and specifically they have omitted this exculpatory evidence ( their official records of my communications with them ) in their cited investigation, despite receiving evidence from me otherwise.
|
| 10/30/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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Shellpoint Mortgage assumed my mortgage from my original mortgage lender earlier this year. Since being sold to this lender, I have had nothing but difficulty with having any extra monies paid allocated to principal. This was no problem whatsoever with my former lender. Any extra money paid to Shellpoint gets placed into an " unapplied payment '' status and these funds do not get applied to principal until the amount equals a FULL mortgage payment. In attempt to get around this, I have resorted to mailing individual paper checks ... .one for a usual monthly payment and another FULL payment to be applied specifically to principal ( to avoid the " unapplied payment '' issue ) but the company still applies the XXXX extra payment to the original loan ( and charges interest ) and NOT to principal. This has occurred even with placing post-it notes directly on the checks and indicating on the check memo line that XXXX check should be applied to a regular payment and the other to principal. Numerous calls to customer service and speaking with numerous individuals unfortunately has not solved this problem either. Further, retaining an attorney who has written a letter on my behalf requesting that all additional payments be applied to principal has not rectified the situation. Requests to speak to supervisors have been met with resistance and requests to return my calls are completely ignored, despite assurance that corrective action will be taken and promises to return phone calls to confirm those corrections with me. This month alone, I have called the company 5 times to attempt to correct misallocation of last month 's ( XXXX ) extra principal payment, and still have not seen corrective action despite assurances by the company.
An individual from the company has suggested that I make payments directly on the company web site to avoid having an employee in their collections department manually input the mortgage payments, thus potentially avoiding this problem going forward. He indicates that I will be able to directly input how payments are allocated ( regular payment vs. principal only ). I am certainly willing to try this method, as I am clearly at this company 's mercy unless I decide to pay the loan off in its entirety early, but wo n't attempt this until past payments are input correctly toward principal, and erroneous interest charges are backed out. I see this recommendation by a company employee as an admission of no-faith in his company 's ability to handle client 's payments and certainly see it as and admission of no ability to correct a problem if payments are miscategorized.
I have never resorted to writing a negative review of a company but have never witnessed such poor customer service and apathy/inability to rectify problems when they occur. I 'm sure I 'm not the only client with this problem and ca n't help but believe that there must be some company-wide concerted effort to bilk clients for extra interest when they are doing their best to make timely regular payments and to repay debt in a more timely fashion by attempting to pay down principal faster. This is not only distasteful and inappropriate, it is also illegal and should be investigated.
I picked my original mortgage company after thorough research into the company that would offer the best balance of attractive rates, track record in the industry, and record of customer service. To say the least, having your mortgage eventually become re-bundled and resold to a company the likes of Shellpoint Mortgage has been a huge disappointment. I 'm not able to control this method mortgage acquisition by Shellpoint, but will be doing my best to warn initial mortgage customers about this company 's terrible business practices through this outlet, the XXXX, and other agencies. Any help you might provide would be greatly appreciated.
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| 11/25/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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I am a victim of an unethical mortgage servicer, Shellpoint Mortgage. I have been trying to resolve my issues with this predatory negative amortization loan, but have been obstructed and given misleading and false information as the company claims they ca n't help me and attempts to sell my home out from under me. I am in a position where I can easily afford a reasonable mortgage payment, but Shellpoint continues to tell me that I do not fit into their guidelines for assistance, then fail to tell me WHY I do n't qualify. Even more disturbing is the fact that Shellpoint has provided me with XXXX different evaluation sheets less than two months apart that completely contradict XXXX another and show that the company is either grossly incompetent or purposely trying to deceive me. I have owned my home since XXXX, but am now facing foreclosure due to their unethical actions.
I was able to get Shellpoint to engage with me after they initiated foreclosure proceedings ( after being stonewalled by Resurgent/Shellpoint for literally 2 years ) and began trying to apply for a modification. I was told via letter on XXXX XXXX, XXXX that although I have a hardship, I do not qualify for a loan modification. No evidence or reason was given as part of the denial, but an information sheet was provided and the property value listed was {>= $1,000,000} and my monthly income had been calculated at {$20000.00}. I obtained some new clients shortly after this denial and my financial circumstances improved so I submitted another package. On XXXX XXXX, XXXX, I received a very similar letter stating that although I have a hardship, I do not qualify for a loan modification, once again with no specific reason. What is interesting is that the information sheet for this new submission, dated less than two months after the first was received showed that the current value of the home was {$350000.00}. This means that the value of my home WENT UP XXXX XXXX DOLLARS IN LESS THAN TWO MONTHS. My income was calculated at {$25000.00} on this information sheet to reflect the change in my financial circumstances. ( I have attached these XXXX denial letters for your review ).
This is a predatory negative amortization loan that was originated by XXXX. As I understand it, there was a settlement with the XXXX relating to this pool of loans and I should have been offered an opportunity to get out of this bad loan into something fixed but that never happened. In XXXX we discovered that XXXX of the partners XXXX had embezzled over 2 XXXX dollars. Within a matter of days we lost 90 % of our business and were struggling to survive. At that time I tried to reach out to B of A ( they had taken over loan from XXXX ) for assistance with my mortgage, but was told there were no possible options since I was current on my loan, even though default was imminent.
Eventually I fell behind and I talked to XXXX who advised that I should file a bankruptcy, and that by doing so I would wipe out all debt except my mortgage and that after I did that they would gladly work to modify my loan. Once the BK was discharged ( I was only a few months behind at that time ) my loan was transferred to Resurgent. I found it impossible to get anyone at the bank to speak with me and was eventually told that there was only XXXX person I could speak with at the bank regarding my situation, XXXX XXXX. I tried for NINE MONTHS, calling every week like clockwork in an attempt to reach my designated point of contact. I never once spoke with him, I never got a returned phone call, no voice mail, no nothing. After a year of trying I engaged an Attorney who sent a demand letter in an attempt to negotiate with Resurgent ( name had now changed to Shellpoint ).
They continue to refuse to fairly negotiate with me or offer any insight as to what programs I am being reviewed for
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| 06/02/2016 |
Yes |
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- Credit decision / Underwriting
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Web |
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My name is XXXX XXXX, a single mother of XXXX boys. And I feel I have been unfairly treated when trying to purchase a home in XXXX OH.
Being a single mom, I am on a limited budget & must stay in Delaware due to my children 's schools. After much searching for a home, I finally found the home of my dreams at XXXX XXXX XXXX, XXXX which was listed on XXXX/XXXX/16. I was super excited. I loved the neighborhood and had searched there for quite a while. I knew from the neighborhood alone, I wanted the home and the quality of the house just had me so excited. Having been beat out on other homes, I made the offer immediately. However, the seller would not accept my offer for I had not previewed the property yet so I took off work the next day to see the home and reconfirm my offer.
The seller 's agent, XXXX XXXX from HER Realtors, responded to my offer by telling my realtor that I was required to provide my personal information to her lender, New Penn Financial, the in-house lender of HER Realtors, so he could tell the seller which offer was the most promising. I had already been pre-approved and underwritten by the lender I chose to use which offered the programs I wanted. The seller 's agent then had her in-house lender, New Penn Financial, contact me through my realtor. From the email forwarded to me, the listing agent stated " New Penn Financial is our brokers select lender and they are endorsing and promoting the cross qualification. As a fellow HER realtor, I would hope you know our broker and affiliated lender would never engage in conduct violating RESPA. We are only looking for a XXXX opinion -- NOT requiring the use of another lender. '' ( It sure did n't feel like that when they demanded I do this to even have my offer considered XXXX. My realtor was very shocked for the Loan officer from New Penn Financial first offered her a {$100.00} XXXX gift card via email to move me to him away from my current lender. Later, he sent another email to my realtor stating that the gift offer was for me and not the realtor. I thought this was not legal for the lender of the seller 's choice to review my loan application and provide this information to the seller 's agent and the seller to make a loan decision so I did not comply. I did increase my offer by removing all concessions and offered over asking price and had my lender write a pre-approval letter stating I was qualified and showing that I had been previously underwritten.
After a few days, they sellers agent responded stating, " the seller was presented with the facts on both contracts and, unfortunately, they have decided to work with the other offer ... Ultimately, the seller chose the other offer because the buyer was conventional with a significant down payment ( lower risk ) and a quicker close date. '' How would the seller be privy to my down payment and financial information? How would they be able to know the other offers financial situation? Is n't that illegal to share our personal information with the seller of the property? If they knew our personal information, could n't they have countered our offer after knowing our affordability? Can this be legal for this lender to share anyone 's personal information with the seller of a property?
I work as an XXXX for a bank. I know that a person 's financial information is very private and not to be shared with others. How did this lender and realtor get approval to do this? How could they require this of me to even consider my offer?
I wanted to share with you for I feel I was discriminated against for being a single mom. I feel my privacy rights were overlooked. I feel my Respa rights ( from researching my rights ) have been infringed. I hope you will stop this from happening to me again by this realtor and her lender who have a lot of the listings in XXXX Ohio. I lost my dream home!
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| 01/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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These Mortgage Services XXXX XXXX, NEWRez/Shellpoint keep flip flopping as to who is really servicing my loan service. Various days regardless of the account numbers the reps are incorrectly identifying themselves based on prior memo. I ask the responses status through CFPB for tracking. That is not happening. I forward the responses back through CFPB via US mail. This is a violation.
We hope to agree and closed these issues.
This is not a duplicate, As we continue, this Hostal Transaction with with costly issues, enorrious data collections and no proof of service?
XX/XX/XXXX XXXX XXXX, As you are aware, my signed contract originated with XXXX XXXX ( 04 ), Later sold to XXXX New Rez Account # XXXX. See attached payment coupon with monthly Mortgage Calculation including contractual late fees etc. ( XX/XX/XXXX ) Signature on file transferred many times.
1. The following is a request to review my Tax Pay History with XXXX/NewRez/Shellpoint compared with official billing of XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX records reflect actual billing dates and payment due by years starting @ XXXX.
2. Provide money distributed from Escrow to XXXX XXXX XXXX XXXX starting XXXX to XXXX.
3. Per my contract : Who is the financial institute that is holding these funds and? What are the transactions of in and out monies? Who authorized any and all negative balances? What interest has occurred? Outside of XXXX/NewRez/Shellpoint who is managing these collected fund XXXX present?
4. Please provided is an Audit of all your attempts to pay / Reject payments from your Automatic Tax Pay Service : XXXX XXXX XXXX and others. All attempts to pays that were rejected?
5. Refunds are due back to Escrow and interested per contract?
6. Please provide an Audit of Rejects including the details : When the payment was submitted ; Wire, Electronic, Date of Rejection, When was the money re-applied back to Escrow?
7. I forwarded to you my Insurance Pay History. See Attached/ XXXX XXXX XXXX. You responded with this Hostile memo. I immediately, called customer service, stating the concern of the letter, I was informed XXXX, does not have a template addressing my verification, so, the attached memo was sent. Response : Sorry for the confusion.
8. Your Statement illustrates Insurance Distribution? Please provide your details, Who is your assigned broker? What is their contact information? How much money have you distribute from Escrow for insurance? When does your Insurance policy expire and coverage applied? Please provide details and copy of contract? The information of proof. You forwarded statement stating insurance and taxes were distributed. I disagree. Refer to XXXX XXXX Brokers Analysis?
9. Please provides details concerning insurance payments and distribution per your many monthly statements?
10. The colorful attachment Chapter # XXXX Ending Bankruptcy supporting Unapplied Funds. The Federal Chapter XXXX Trustee reflect monies distributed to XXXX/NEWRez and Shellpoint. I have no agreed to withdraw monies for payment. There are contract agreement concerning these funds. Attorney XXXX XXXX, Chapter XXXX will send reports to follow-up on the current status. Replace/reverse monies immediately?
11. The Federal Chapter XXXX Trustee, indicated {$2700.00} was submitted to XXXX, NewRez and SHELLPOINT as of XX/XX/XXXX.
12. This distribution Account is closed, Attorney XXXX and The Chapter XXXX Trustee indicated you are notified of activity closed.
13. In disagreement, what monies have been distributed from the Unapplied account. Who, What and Where are the purposes of your legal purpose of withdraws?
14. A final document from the Federal Chapter XXXX pay distribution is requested for your files.
XXXX XXXX XXXX Note : Ms. XXXX XXXX, because of XXXX, I am not able to get to the phone until after the 3rd ring.
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| 03/06/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage was bought from XXXX to Shellpoint ; New Rez ; New Penn Mortgage Co. I didnt have any problems with XXXX whatsoever, but Ive had nothing but problems with Shellpoint ; New Rez ; New Penn. My mortgage payment went from {$1000.00} to {$1900.00} in XX/XX/XXXX. At that point I contacted Shellpoint ; NewRez ; New Penn to find out exactly how it couldve gone up almost {$1000.00}! They informed me that it was due to the Escrow Shortage & we ALL AGREED on spreading the Escrow Shortage for XXXX & XXXX ( factoring in an extra amount it would go up again ) for 36 months bringing it to {$1500.00}. They charged me late fees & some " other fees ( which customer service couldnt provide me with what those " other fees were ). I sent emails, faxes & called numerous times trying to make my payments over the phone, which they would NOT ACCEPT due to the discrepancy of the mortgage amount. I even reached out to the section of their website stating " if you need help with your payments or you can not make your payment please contact us & someone will respond to you to help you through this, again NO RESPONSE! Next thing I know is that Im receiving text messages, phone calls, & shady people coming to my house to see if they could buy it, since its Public Records once the Mortgage Company Forecloses on your house! Again NO ONE would return any emails, faxes or phone calls that I sent! But they wanted my house! They even had an attorney sending me letters, with whom I contacted & they stopped the Foreclosure on their end & called the Mortgage Company to Reinstate my loan. Finally after I spoke to the Loss Mitigation Dept. & had to pay {$8900.00} to " catch up on my loan they assured me that there was a {$0.00} balance & that I didnt owe anymore until my mortgage payment in XXXX for {$1500.00}. After receiving a statement from them for XXXX, it showed that I owed approximately {$890.00} for " other fees & that I again was behind on my mortgage! I spoke to the Loss Mitigation Point of Contact person that had been handling the Foreclosure part of my account & she said that they would try to get those fees removed & for me to not worry about it. They are still on my statement as of XX/XX/XXXX, but now they took out {$1800.00} out of my bank account for my mortgage payment for XXXX. I tried to call Customer Service prior to this coming out of my account & left 3 messages, which no one ever returned my call. I tried to cancel the automated recurring scheduled payment but their website would not allow me to do so. FINALLY after I got in touch with a Supervisor, which is the highest person you are able to speak to, he informed me that they did my Escrow Analysis in XXXX & redid it for 12 months, which voided the original agreement for 36 months from last year. Again without my knowledge of any of this! According to them they sent out the Escrow Analysis on XX/XX/XXXX, which I NEVER RECEIVED, just like last year, but I did receive the Escrow Analysis dated XX/XX/XXXX, on XX/XX/XXXX! After the fact!! The county doesnt even send out the Property Tax documents until XXXX or XXXX each year, so why they did this in XXXX without letting anyone know about it until it was too late, is just another terrible way of how they do business! So as of right now I am in the same situation with them as I was last year in XXXX/XXXX when the whole Foreclosure proceedings started after they would NOT ACCEPT MY PAYMENTS! Im going to have to sell my house now just so that I dont have to deal with them anymore!! Im trying to recover from XXXX XXXX XXXX XXXX after losing my father who I took care of for approximately 10 years & am not able to finish my XXXX XXXX due to all of the stress that this company has put me through! I will attach or submit documentation as needed. Thank you for any help in this matter, XXXX XXXX
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| 05/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Re : Error Resolution Notice under 12 C.F.R. 1024.35 I am writing to request the correction of the errors described below regarding the mortgage on my property, Real Estate Tax Payment Errors : Under the Tax/Insurance Statements section on NewRez.com, both property tax installment amounts should be listed and paid on their respective due dates in the amounts of {$2800.00} each. Your company has the 2nd installment amount, payable on XX/XX/XXXX, incorrectly listed as {$2700.00}.
o Resolution : Please correct that amount to {$2800.00} in your records so that it will be paid correctly and displayed correctly on your website.
Credit Reporting Errors : Your company unlawfully failed to consistently report my mortgage loan accounting information to XXXX, XXXX, and XXXX since your company acquired servicing of the loan in XX/XX/XXXX. Please let me know if you would like past copies of my credit reports showing your companys inconsistencies.
As a result, your company caused my credit score to fall, which depicted an inaccurate and lower credit score due to your companys inconsistent reporting.
Your company did not respond to my email communication that was generated on your website when I wrote to report the inconsistencies.
Your company supplied a phone number that always resulted in a busy signal when I called it to report the inconsistencies.
I filed a complaint on XX/XX/XXXX, with the CFPB regarding the inconsistent credit reporting ( among several other issues ) because I could NOT contact your company any other way to discuss said issues.
As a result of my CFPB complaint, on XX/XX/XXXX, in an attempt to hide your companys unlawful inconsistent monthly credit reporting errors, your company maliciously damaged my credit score further by abruptly removing the mortgage loan tradeline in its entirety, without any notification, from all credit reporting agencies, two years and five months after your company began reporting the same loan to the same agencies, citing a Chapter XXXX Bankruptcy that had been filed XXXX years ago. This caused my credit score to drop XXXX points unexpectedly.
As your company stated in your XX/XX/XXXX, CFPB response letter, the mortgage lien survived the discharge, and Shellpoint will continue to service the loan according to the original agreement.
o Resolution : To prevent litigation, please immediately submit an interim report to repair the damage your company vindictively caused and add the credit line to restore my credit score. In addition, please consistently report the mortgage loan monthly, as required by law, to the credit reporting agencies to prevent further damage and/or litigation.
o I have solely owned and maintained this home for twenty-six years. I am current on the mortgage loan and have over {$150000.00} equity built up in the home, according to the refinancing documents your company continues to send me monthly. I am a XXXX divorced teacher who solely raised my children in this home.
Supporting Documentation : It is my right to request documentation supporting your determination that an error did not occur. Please provide ALL supporting documentation proving that your company has not caused errors in the servicing of my loan, specifically monthly credit reporting from XX/XX/XXXX XX/XX/XXXX.
In your companys CFPB response letter, dated XX/XX/XXXX, your company admitted to at least XXXX error : " Newrez receive a billpay payment of {$1100.00} on XX/XX/XXXX, which was placed in the unapplied account. On XX/XX/XXXX, Newrez removed the unapplied account balance of {$1100.00} and reapplied the payment to the XX/XX/XXXX, installment. Newrez XXXX had determined that the funds were placed in the unapplied account due to an error on XX/XX/XXXX, but the error was corrected when the payment was posted to the XX/XX/XXXX installment.
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| 09/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was transferred from XXXX XXXX XXXX to Shellpoint and the Bank Account my mortgage payments were drafted from was transferred from XXXX XXXX XXXX to XXXX XXXX. I spoken with Shellpoint in XXXX or XX/XX/2020 that I was changing the account on file. I spoken with a representative in XXXX to assist me with the account so I can pay an additional {$200.00}. Once account was setup, I thought it was scheduled to draft in XXXX. I received notification in XXXX or the end of XXXX that my account was past due. I called Shellpoint to find out why account did not draft and was told it was not setup. I thought I had set it up. I did bring the account current and stated I will set it up. Just to add I received a call XX/XX/XXXX that I have XXXX XXXX and my world was turned upside down. So I was dealing with health issues and didnt remember until that evening I checked my account and noticed the account was setup. I called Shellpoint and spoken with a gentleman to share my account was setup for automatic draft. He agreed and stated it should draft in XXXX. I asked him to make sure there will not be a negative reporting on my credit report for Shellpoint failure to draft. The end of XXXX I received a 30 day late fee on my credit report. I called Shellpoint to ask them to remove this negative report and I was told to submit a letter to loan services which I did. I then received a non approval. I had to focus on my health so I decided to deal with this issue later. I called back XX/XX/XXXX and spoken with a representative to address my dissatisfaction with Shellpoint not removing the 30 day late notice. I shared it was their failure not drafting my account. Me and the representative went back and forth about my account not being setup. I share with the representative that I did setup account and I called for assistance so the account can draft an additional {$200.00} per month. I wasnt getting anywhere with representative so she transferred me to her supervisor. While speaking with supervisor she asked me did I received notification that my account was setup. I told her I was not aware I supposed to receive notification that the account was setup. I did my due diligence to setup the account online based on the knowledge I had and nobody shared with me I suppose to receive notification to confirm account was setup. The representative who helped me with setting up the extra {$200.00} did not mentioned I should receive notification to confirm account was setup. The Shellpoint supervisor basically told me because of not receiving the notification that means the account was not activated. How was I to know this since I am new with this company and nobody shared this with me. I take great pride in paying my bills on time and having a high FICO score. This negative score dropped my score from XXXX to XXXX ( documentation was sent to Shellpoint ) I shared with the supervisor I was going to contact the CFPB and she stated the CFPB will tell me the same thing. Shellpoint has a responsibility to let me know what it takes to activate the account. I did my part to setup the account up in XX/XX/XXXX with the help of one of their representative and the representative never mentioned about activating the account or expect to receive notification to confirm account is activated. When I hung up phone with Shellpoint I thought everything was fine. I am asking for CFPB to investigate this matter and listen to the voice recordings of the calls I made to Shellpoint and their documentation. I did my due diligence based on the knowledge I have in setting up my account for the XXXX draft date but Shellpoint failed to draft my account as well as sharing with me how to activate account which I still dont know how account was activated because I havent touched my account since XX/XX/XXXX. Thank You!
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| 07/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a loan that is serviced by NewRez Loan Servicing and unintentionally missed a payment due XX/XX/XXXX. I believe I was never adequately notified of the missed payment which resulted in a 30-day late payment hit on my and my wife 's credit reports and the damaging of our credit scores. In fact, the only reason I became aware of the overdue balance was because my third party credit monitoring alerted me to the change in my credit report.
Timeline of payments : XX/XX/XXXX unintentionally missed normal payment XX/XX/XXXX made normal payment of {$1600.00} XX/XX/XXXX after receiving alert from credit monitoring, made payments totaling {$3300.00} to become current Supporting information to my complaint : - Even though I have opted-in to paperless communications and statements from the company, the only notice that was ever sent to me about the status of my account was by mail according to the phone representative I spoke to on XX/XX/XXXX. One letter was mailed on XX/XX/XXXX and a second one on XX/XX/XXXX according to the phone rep. As I am writing this issue on XX/XX/XXXX, it is obvious that I never had an opportunity to receive the second letter. After speaking to the phone rep, I examined our junk mail pile and was able to find the initial letter. I was surprised to see that the letter had no outside indication of whom the letter was from and frankly the letter is indistinguishable from ordinary junk mail. Again, this is the single time the company attempted to communicate the late status to me. I have attached a photo of the outside of the letter to show how nondescript it is as well as the inside to prove it is the same letter.
- Along with the letter having no outside identifying information, even the return address shown would not alert me to the fact it is from Newrez. The return address on the letter is XXXX, Michigan. The contact us page on my Newrez dashboard gives an address in XXXX, South Carolina. The billing statement pdf gives an address in XXXX. The general Newrez site gives an address in Pennsylvania. So again, there is no way for me to distinguish this letter from ordinary junk mail.
- There is nowhere on the Newrez online account dashboard that shows a total balance outstanding. Even though the total amount outstanding on my account was actually {$3300.00}, the online dashboard only presented a single payment due of {$1600.00}. I unfortunately do not have screenshots of the dashboard before I made my catch up payment but I have attached current screenshots for reference.
- Nowhere on the landing page, account dashboard, or payment screen does the Newrez system ever indicate there is an overdue balance on my account. No red alert box, orange exclamation point, or any sort of overlay message to draw attention to an overdue balance.
- When I logged in to make my payment for XXXX, the options to add the additional missed payment and pay off the late charges were unchecked by default on the payment screen with no alert messages or anything to catch my attention. This is incredibly easy to miss and the only reason I caught it was because I already knew I needed to pay an additional payment to catch up.
- I do acknowledge that if I had checked my pdf statement online, I could have been alerted to the overdue balance. But I would question how many of Newrezs customers do that promptly every month and why is that the only place on Newrezs website that communicates the overdue balance to me? The online dashboard is flashy and colorful with numbers and graphs that I feel a reasonable person would expect to communicate all important information without looking at a pdf statement.
For the reasons described above, I believe Newrez did not make adequate attempts to notify me of my past due balance resulting in damage to my and my wife 's credit histories.
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| 03/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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As of XX/XX/XXXX, I had not received my NewRez statement for XXXX. I checked my XXXX statement to find the payment mailing address so I could send my payment without a payment coupon, if necessary. I was surprised to find that the statement did not have the payment mailing address. It did have one address that is preceded by the statement " DO NOT SEND MAIL OR PAYMENTS TO THIS ADDRESS ''. The only other address on the statement is the Notice of Error or Information Request Address.
I then checked the website to either find the payment mailing address or to download a copy of the statement. I could not find the address on the NewRez website. On XX/XX/XXXX, the statement was not on the website. I called customer service on the XXXX to get the mailing address. I was told that statements are a courtesy, are mailed by a third party and NewRez takes no responsibility if a statement isn't sent. I verbally received the payment mailing address during the call.
I waited until XX/XX/XXXX to mail my payment hoping a statement would arrive, since I prefer not to send payments without a coupon. I have found that payments made without coupons often get lost in processing somehow. I did find that by the XXXX, the NewRez website had the XXXX statement online. I downloaded a copy and included my payment and the downloaded coupon in my own envelope. I mailed the statement at the nearest post office on the XXXX. The XXXX was a Sunday, so I effectively mailed my payment on the XXXX. Coincidentally, my NewRez statement arrived in the mail on XX/XX/XXXX after I mailed my payment on the XXXX. Mailing my payment on the XXXX allowed 7 business days, 8 post office business days including Saturday and 9 total days for my payment to arrive on time.
When I received notice of a late charge, I called customer service and spoke with NewRez representative XXXX. I explained the above to XXXX and she stated that the payment mailing address is way, way down at the bottom of the website and she often gets calls from people who can't find the address. XXXX confirmed that NewRezs CRM system shows that I called on XX/XX/XXXX saying I hadnt received my coupon, the coupon was not on the website and requesting the payment mailing address. XXXX explained that to request reversal of the late charge, I needed to submit a written request. NewRez has since responded that the late charge reversal was denied.
Even with the delays caused by NewRez, I mailed my payment early enough for it to arrive on time. I should point out that this is not a financial issue. I have been consistently including extra principal with my payments, including this one. NewRez started servicing this loan in XX/XX/XXXX. Their performance has been terrible since day one. I never received a statement for XX/XX/XXXX and had to go through a similar exercise to get my first payment in on time. Based on NewRezs performance to date, I would not be surprised to find that NewRez slow-rolled my payment so they could charge a late fee.
It certainly seems that NewRez puts up hurdles to prevent consumers from paying on time. They dont provide the payment mailing address on statements except for the coupon that gets returned to NewRez. They hide the payment mailing address on their website as confirmed by their own representative. They send statements late and take no responsibility for getting statements to customers. They are late publishing statements to their website. In addition to the above, NewRez provided no proof that my payment was late. My XXXX statement showed they received the payment on XX/XX/XXXX one day after it was due. My credit union shows the check cleared on XX/XX/XXXX. Having a paper check clear the NewRez account and my account in one day is very suspect, especially since my credit union is not on technologys leading edge.
|
| 08/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
Property address : XXXX XXXX XXXX XXXX XXXX, ID XXXX.
Loan number : XXXX.
Payoff Agreement : XX/XX/XXXX. Payoff date : XXXX XXXX My brother is a XXXX veteran on XXXX XXXX XXXX ... ..meaning he can not work. So I've been making his mortgage payments last few years. NewRez/Shellpoint bought my brother 's mortgage when XXXX went under starting XX/XX/XXXX.
Immediate problems with my making payments over the phone -- -so much so that it took until late XXXX for NewRez/Shellpoint to be able to send CORRECT figures for XXXX payments! I paid {$1200.00} XX/XX/XXXX ( check # XXXX -- XXXX XXXX ) By now, XXXX stated escrow reserves too low -- -and raised payments starting in XXXX from {$400.00} to {$500.00} a month! Yet the actual escrow figures they furnished me after payoff showed POSITIVE escrow balance of {$830.00}. ( which is legally my brother 's and was agreed by NewRez to return funds within 2-3 weeks after my final payoff payment cleared.
In fact, according to numerous statements sent to me by NewRez ... .the escrow amounts vary from {$530.00} ... to {$660.00} ... to {$730.00}. All their statements show " no escrow payments made XXXX escrow ONLY to be used for local property taxes or insurance ) during XX/XX/XXXX through payoff date XX/XX/XXXX.
So escrow reserves are my brother 's -- -to be refunded ASAP -- agreed by NewRez/Shellpoint. I will attach numerous statements and time lines. Not only did it take over a month ... .but the amount was only {$280.00} ... .and they ILLEGALLY took {$15.00} more out of my checking account ten was agreed IN WRITING!
FRAUD?
Sounds like it to me!
Months passed ... I have phone records of numerous calls to numerous employees with time and contact numbers ... .which will be attached. Several of the " ever-changing '' reasoning NewRez/Shellpoint illegally withholding balance of my escrow account follows : 1. Misplaced my ACH payment ( hard to blame anyone else -- -they TOOK it out of my checking account! ) 2. Payment WRONGLY applied only to principal ( again, I only allowed them to remove THEIR AGREED ON final payoff amount ) 3. The funds were withheld for " mortgage servicing '' ( tremendously egregious due to TWO IMPORTANT FACTS : Their DETAILED BREAKDOWN OF PAYOFF did " NOT '' include any " mortgage servicing fees '' ... .and my brother 's mortgage agreement with XXXX ( whose terms MUST be adhered to ) did NOT include said " mortgage servicing fees '' upon payoff. I've spent over 200 hours dealing with NewRez in attempting to receive the TRUE TOTAL escrow reserves. I have accounts of numerous conversations and " hollow promises '' from NewRez employees to remedy problem.
NONE HAVE.
NewRezLLC/Shellpoint Mortgage Service ILLEGALLY withdrew EXTRA money from my checking account. NewRez illegally withheld most of my brother 's accrued escrow reve funds -- -I have escrow analysis in hand.
I have filed XXXX complaint ; had my bank investigate " illegal '' wrong amount withdrawn from my account ( NewRez/Shellpoint simply WRONGLY told my bank they refunded this amount within escrow refund check of XX/XX/XXXX -- -yet check endorsement clearly states only " ESCROW REFUND '' ). I'll include copies.
I've been lied to ... .hung up on ( numerous times ) ... had my calls transferred so many times the calls get disconnected ... .and both my brother and I have been cheated and stolen from. Upon many hours of fact-finding discovery, I find an alarming pattern quite similar in NewRez/Shellpoint dealings with many other customers/clients. Both subsidies have extensive histories of complaints with XXXX and local state agencies.
PLEASE HELP GET MY BROTHER 'S FUNDS REFUNDED TO HIM. And PLEASE INSTITUTE A DEGREE OF TRUTH AND PROFESSIONALISM in the horrible customer service/book keeping that both NewRez and Shellpoint operate by.
Thank You
|
| 11/17/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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After going through a hardship and my bankruptcy chapter XXXX was discharged on XXXX XXXX, XXXX. I was offered a Settlement Reaffirmation Agreement by XXXX my second mortgage on XXXX XXXX, XXXX. I signed the documents and send them back to them as they wrote on their letter that they were going to take care of the filing with the court. I started to make my payments on XXXX XXXX as agreed, but it was until XXXX, XXXX when I called XXXX to make the XXXX payment when I find out that my account was transferred to Resurgent.
XXXX provided me with the Resurgent 's phone number and confirmed that Resurgent was going to honor the agreement and that they had copies of all the documentation needed.
I called Resurgent on XXXX to make the payment on the account, but my information it was not on their system yet since it was recently transferred to them. I asked them if I can send them the documents by fax and they provided me with a fax number. I faxed the documents, waited a day or XXXX until I called them again to make sure that they received it.
When I called, the documents were already in their system, but showing a different balance. By this time it was already on XXXX, I made a payment counting for the month of XXXX and XXXX for a total amount of {$470.00} I keep calling Resurgent in a weekly basis to make sure that they updated the correct balance, based on the documentation that they had and the ones that I faxed over showing the reaffirmed amount. I requested to talk to a supervisor to look into my account and that 's when they told me that the account was going to be transferred to a manager named XXXX XXXX. I called him and left him a voicemail.
It was until XXXX XXXX, XXXX that I received a call from XXXX XXXX XXXX where we had an argument over the payments. He said that I was behind for three months, I told him that I did send the copies of my payment. But according to him my payments were not for the amount showing on the reaffirmation documents for {$230.00} but it was for a {$470.00} a month according to their system. I told him that I had sent all the documents stating the right amount for the payments and that I had already made those payments to XXXX and to Resurgent. That I was only pending for the month of XXXX and he told me that there was no showing a payment for the month of XXXX XXXX.
I called XXXX and request an explanation to why they did not charge the month of XXXX when I called and made the payment by check over the phone. What they told me is that by the time I made the payment of XXXX the account was transferred to Resurgent and that is the reason they did not withdrawn the payment. XXXX told me to call back to Resurgent and make the payment with them to apply it for the month of XXXX. When I called Resurgent to make the payment for XXXX and for XXXX. XXXX XXXX XXXX gave the order not to accept any payments from me. I told him that I was going to mail it and he said not to waist my time, they they were going to return it because they were not going to honor the contract that I have with the XXXX.
Since that time I have been trying and trying, calling and calling to resolve this matter. Due to the nonresponse from Resurgent, I had to look for help and I reach XXXX of XXXX XXXX on XXXX XXXX, XXXX. But even to them it was taking a little too longer to get a response and resolve this matter. The file was sent to an attorney that volunteers, but they were honest to tell me that this requires more attention, attention that they ca n't demand to the volunteer attorney.
I reached out to a finance help line of California XXXX XXXX XXXX. I was able to explain all this situation to an attorney and they referred me to you. They said that they have heard good results from your department and other attorneys. Hopefully you are able to help me.
|
| 12/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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In XXXX XXXX after the second lay-off in 4 years within my family I was behind for the first time in 15 years on my mortgage payments.
As you may recall, " modification '' became the new buzz word in the mortgage world and I hired an agency to help me submit an application for modification to possibly lower my payment and roll fees to the back of my loan in order to prevent foreclosure. This cost me {$1800.00}.
In XXXX of XXXX my spouse and I happily signed a modification agreement which would lower our interest from 6 % to 5 % and waive late fees. We made our first payment in XXXX XXXX.
In XXXX XXXX we received a mortgage statement showing that we had made a " partial '' payment. After several calls to the bank it was stated to me that I should " wait on payments '' until I received the updated statement showing the changes made with the modification. It was also stated by the bank that due to the large number of applicants for this type of assistance there was a backlog but we should receive the new statement in time for XXXX payment.
This did not happen. Instead we received an application for modification. I tried reaching out to the agency that had assisted me and got no response.
In XXXX I received a call from another agency declaring that they had taken over and would re-submit an application for modification for us.
Now I could spend the next XXXX pages describing what I have gone through but that would n't do either of us any good so I will try to briefly give you the summary by way of timeline.
XXXX XXXX submitted new modification application XXXX XXXX began divorce proceedings XXXX XXXX I was laid-off and left waiting for an unemployment check for 7 weeks.
XXXX XXXX I Received an offer from the bank but it was not a modification - no relief with the interest rate and all fees put to the back of the loan. I was unable to accept this modification offer due to the drastic change in circumstances to my financial situation.
XXXX XXXX Began a " Making Home Affordable '' application with my local HUD funded XXXX
XXXX XXXX Began employment. Updated the bank and continued to send in requested documents.
XXXX XXXX I Received the divorce decree and forwarded this information to the bank who had been reviewing my application and needed this information.
XXXX XXXX I received a foreclosure notice and a notice that my house would be up for auction on XXXX XXXX, XXXX. Yes, even though I was in process! They would not hold the auction or delay the foreclosure.
XXXX XXXX After repeated attempts to get the bank to postpone the sale I was forced to declare XXXX XXXX Bankruptcy to save my home.
XXXX XXXX I went to bankruptcy court - which was one of the most humiliating experiences of my life. This stopped the foreclosure process and then captured my past due amount plus fees into a 6 year payment plan but it did not help me with the original mortgage situation.
XXXX XXXX I wrote to the attorney general 's office in my home state. XXXX XXXX, the XXXX at that time, was working on a lawsuit against the " BIG '' banks for homeowners who were in the same situation as I.
XXXX XXXX After back and forth correspondence with the bank and the XXXX. I started the modification process again.
It still took me approximately 1 year to get this bank to acknowledge receipt of my completed application.
XXXX XXXX I was sent an offer. It was not a modification. The bank claimed to have forgiven my {$50000.00} second mortgage but in truth it was tacked on to the balance of the loan. The loan payment they were calling " modification '' was {$500.00} more per month than my original mortgage payment amount.
XXXX XXXX I hired another agency who claimed they could secure an actual " modification '' for me. My experience with this group is a nightmare that continues today.
|
| 03/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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The problem started with the XX/XX/XXXX escrow amount, with the loan originator, XXXX XXXX XXXX out of XXXX, GA. My wife now, XXXX XXXX XXXX , ( formerly XXXX XXXX XXXX ) refinanced her primary residence around XX/XX/XXXX, changing her last name once we got married, with the new mortgage company, XXXX XXXX XXXX . Upon preparing to make an online payment in XX/XX/XXXX, her account showed up as being late by about {$600.00}. ( I don't remember the exact amount ). She called then, XXXX XXXX XXXX and we both discussed what happened/changed, in the account with this telephone rep. We were sent on a wild goose chase as XXXX XXXX told us the homeowners insurance had increased for the XXXX renewal period and a payment for ( about ) {$1300.00} had to be made to bring the escrow and thus payments up to date because the {$700.00} ( approx ) mortgage payment plus the ( {$600.00} ) escrow deficit had to be covered due to the premium increase for insurance. After checking and attempting to verify this info with our insurance agent, it turns out that the insurance would only increase {$93.00} for the year, effective XX/XX/XXXX when the renewal takes place, not before. After going to the county office to confirm the property tax amount, my wife confirmed that the tax amount had almost doubled as they had the residence listed as a new home owner, as the county did not realize that it was simply a name change done by the mortgage company with the same owner until sometime in XX/XX/XXXX. She was given proof of that PLUS, the fact that the mortgage company, XXXX XXXX XXXX, received a REFUND from the county of XXXX, Alabama in the amount of {$600.00} and acknowledged in XX/XX/XXXX due to a corrected bill or exemption and our due diligence, As stated earlier, in conversation with XXXX XXXX in XXXX, the rep stated that the insurance premium had increased causing an escrow deficit. That was false. In XXXX and XXXX other reps had insisted it was still the insurance premium that had increased. After getting a statement from the homeowners insurance, it confirmed a {$93.00} annual increase. which would amount to an increase of roughly $ XXXX/month, and this document was faxed to formerly XXXX XXXX, now NewRez.
The problem now, is that XXXX XXXX XXXX was taken over by XXXX between XX/XX/XXXX and XX/XX/XXXX, who has insisted that the insurance premium increased which is FALSE, and each month, including up to now, they have added interest and penalties and now threatening foreclosure because of a delinquent mortgage payment due of {$1100.00} as of XX/XX/XXXX. After numerous calls and essentially hitting a firewall with every call to their customer service, with the only person available to talk to about the problem is the person who answers the phone, we have been told that they have no supervisors nor bosses and only they can assist us and we still owe {$1100.00} as of XX/XX/XXXX. Our local State Rep 's office has been of no assistance, and the State AG 's office is only available for a return call, with no emailing available. The loan is in my wife 's name, XXXX XXXX XXXX and her mobile number is XXXX and they won't speak to me without her being on the phone. ( That is not usually practical because of our work schedules. ) We both work and opposite shifts, so if you would like an email address for her, it is XXXX. My name is XXXX XXXX, cell # ( XXXX ) XXXX and my email is XXXX. I hope you can assist us with this matter as apparently, the mortgage company is trying to get an unwarranted advance due to an error that was not caused by us and is now, threatening foreclosure due to an error on their part. Thank you kindly in advance for any assistance you may be able to provide.
XXXX XXXX XXXX XXXX XXXX-mortgager ( XXXX ) XXXX XXXX- husband and author of this complaint ( XXXX )
|
| 05/19/2021 |
Yes |
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- Trouble during payment process
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Web |
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Exhibit 1 shows, on XX/XX/XXXX my spouse and myself mailed SHELLPOINT MORTGAGE SERVICING a certified dispute letter requesting the following : original contract, alleged account number, was this debt assigned to a debt collector or purchased?, amount paid if debt was purchased, commission for debt if collection efforts are successful. Per certified mail receipt the dispute letter was received on XX/XX/XXXX. In response to the dispute letter, SHELLPOINT MORTGAGE SERVICING responded with a letter dated XX/XX/XXXX, not contract, as you can see in Exhibit 2. The letter does not show any signatures to jusify an agreement. Exhibit 3 shows on XX/XX/XXXX my spouse and myself mailed a second notice ( certified mail ) to SHELLPOINT MORTGAGE SERVICING requesting the original contract, original creditor, as well as an audit trail. Per Exhibit 2 SHELLPOINT MORTGAGE SERVICING states the loan was transferred to them on XX/XX/XXXX. My spouse nor myself haven't approved any transfer, and now we are requesting the above information to prove that we are not victims of identity theft. Myself nor my spouse signed a contract with SHELLPOINT MORTGAGE SERVICING, therefore we do not owe any debt to SHELLPOINT MORTGAGE SERVICING. On XX/XX/XXXX ( Exhibit 4 ) my spouse and I received yet another letter from SHELLPOINT MORTGAGE SERVICING, stating that the alleged loan is delinquent. Also in this letter, they refer to my spouse and myself as the " Borrowers, '' which we are not. Per Title 15 USC 1692d XXXX Practice- SHELLPOINT MORTGAGE SERVICING continues to send my spouse and myself letters stating that we are delinquent on alleged account but have not furnished us with the original contract, therefore this is considered harassment. Per 1692e ( 6 ) False or Misleading Representation in Communications- ( 6 ) The false representation or implication that a sale, referral, or other transfer of any interest in a debt shall cause the consumer to ( A ) lose any claim or defense to payment of the debt ; or ( B ) become subject to any practice prohibited by this subchapter. Per Exhibit 2 SHELLPOINT MORTGAGE SERVICES state the loan was transferred to them on XX/XX/XXXX, now they are attempting to hold my spouse and myself responsible. It is also false and misleading to send statements in the positive amount but accuse us of being delinquent on an account. Per 1692e ( 10 ) The use of any false representation or deceptive means to collect or attempt to collect any debt or to obtain information concerning a consumer. It is deceptive to state that my spouse and myself are in debt with SHELLPOINT MORTGAGE SERVICING without providing us with a contract binding us with SHELLPOINT MORTGAGE SERVICING. Per 1692e ( 8 ) Communicating or threatening to communicate to any person credit information which is known or which should be known to be false, including the failure to communicate that a disputed debt is disputed. As of today, there is no information listed on the 3 main Credit Reporting Agency 's stating that my spouse and myself are in a dispute with this company, when dispute letter was received on XXXXPer 1692h- Multiple Debts- If any consumer owes multiple debts and makes any single payment to any debt collector with respect to such debts, such debt collector may not apply such payment to any debt which is disputed by the consumer and, where applicable, shall apply such payment in accordance with the consumers directions. My spouse and myself are in a dispute with this company, but yet they are harassing us for a payment.1692g ( b ) Disputed debts- we have contacted SHELLPOINT MORTGAGE SERVICING via certified letter informing them that this account is being disputed and have requested for the debt to be validated. Our Consumer Rights have been violated per each US Code listed above.
|
| 09/14/2023 |
Yes |
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- Trouble during payment process
- Fees charged
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Web |
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I was in contact with Shellpoint when my mortgage was bought. There was a XXXX payment that was rejected from a MN home help grant company. Shellpoint could see this rejected payment. This payment would have caught up the loan and prevented any further fees.
Shellpoint continues to assess inspection fees on XX/XX/23, XX/XX/23 and XX/XX/23, {$30.00} for each date. Shellpoint refused a payment from a grant company in order to access more fess to my account. I was in contact with Shellpoint continuously while waiting for my resubmitted payment to post, however they said when they receive a batch of payments it takes 7-14 days to post. The payment did eventually post and my account is current, however there were so many inconsistencies with contacting them in regards to fees, balance info and payment information. I feel there was additional fees and finance charge amounts assessed, as a result of them not promptly posting the original payment.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - -- -- - XX/XX/23 - spoke with XXXX.
ShellPoint : XX/XX/23 {$6200.00} pmt, cancelled.
XX/XX/23 {$6200.00} rejected sent was rejected XX/XX/23. Please see timeline it took to notify me.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - -- -- -- -- -- -- -- - spoke with : XX/XX/23 XXXX XXXXshellpoint Didn't have access to XXXX.
Take up to 30 days to have loan transfer to new company. Rejected by previous servicer.
Don't know why payment rejected.
Was there a charge posted for the inspector that came out on Monday?
Doesn't see at this time. They send invoice. Usually fee is {$30.00} {$30.00} was charge on XX/XX/23. Invoice received on XX/XX/23. XX/XX/23. Name of company checking house : XXXX.
Confirming if payment received.
Have not received funds yet.
Status of loan was sent on XX/XX/23, sent to MN home help From experience of XXXX, funds are sent in batch.
7-14 days for payment to be applied.
Balance of acct : {$81000.00}, as of XX/XX/23 Current payment : {$7300.00}, as of XX/XX/23 -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- spoke with : XX/XX/23 XXXX Can take 7-14 days to post on acct., Don't see at this time Sent over to dept an email to allocate the funds once received.
{$81000.00} $ XXXXpayments without fees {$7300.00} total w/o fees {$30.00} XX/XX/23 only property inspect as of recent at this time.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - spoke with : XX/XX/23 XXXX XXXX Payment not posted as of yet Balance : {$81000.00} Payment : {$7300.00} -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - spoke with : XX/XX/23 Name : XXXX No response from HAF. Will send another email.
7-14 days after you receive it.
No fees charged, XXXX inspection fees.
Date they process, not the batch date.
Has any fees been assessed : Current payment : {$7300.00} Current Balance : {$81000.00} -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - spoke with : XXXX XX/XX/23 7-14 days from date of XX/XX/23 for payment to post Takes 24-48 hours to respond to email sent to HAF. XXXX XX/XX/23 didn't update file with response if one was received. 2nd email was sent yesterday to HAF.
XX/XX/23 for 60 days no penalty on late fees or cbr. Not penalized with fees.
Need at least 6 payments due, no less.
Not in active foreclosure status at this time.
Inspection fee at this time : {$30.00} for XX/XX/23
|
| 11/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
I am filing this complaint against Shellpoint Mortgage Servicing for failing to honor the terms and conditions presented to me in reference to a temporary forbearance and deferment. Like most Americans, my income was significantly impacted from the COVID-19 pandemic and still is.
I immediately, contacted Shellpoint to advise them and they placed me on a temporary forbearance plan. I stayed in contact with them every 2-3 months. As a result of the pandemic, I was only able to make two regular payments between the time frame of XX/XX/XXXX and to present date.
I have a letter from Shellpoint Mortgage Servicing dated XX/XX/XXXX stating I was approved for a 9 month forbearance plan which covers the months of XX/XX/XXXX to XX/XX/XXXX and this letter states that I would not be penalized with late fees or any adverse negative credit bureau reporting.
On XX/XX/XXXX I called and spoke to XXXX XXXX from Shellpoint, she has been my point of contact since the pandemic started in XXXX. I told her that things seemed to be turning around for the better and I wanted to discuss my options because wanted to get back on track with my mortgage but I was unable to pay the past due amount, did not want a modification and nor could I afford a payment plan. I specifically wanted a deferment.
During this conversation on XX/XX/XXXX, XXXX XXXX, told me that I would qualify for a six month deferment and that the past due amount would be placed at the end of my loan becoming due as a balloon payment at the time the loan matured.
She told the months of XX/XX/XXXX through and including XX/XX/XXXX would all be deferred and that my next payment due would be XX/XX/XXXX for the full amount. I told her that sounded great and I agreed to these terms. She said that I would receive the agreement in the mail and I did not need to do anything further on my end.
Well to my utter dismay and shock on XX/XX/XXXX, I received a statement from Shellpoint Mortgage Servicing with a due date of XX/XX/XXXX. This is NOT what she offered me, not what we discussed and certainly NOT WHAT I AGREED TO! I was absolutely sick to my stomach to hold this statement on XX/XX/XXXX showing a payment now being past due. I immediately emailed XXXX XXXX and called and left a message for her.
XXXX XXXX called me back on XX/XX/XXXX and said that there was nothing she could do and she was sorry. She tried to blame the department that handled the deferment and said she doesnt handle deferments so it wasnt her fault nor could it be fixed. Well if XXXX XXXX doesnt handle deferments, why did she offer me the deferment on XX/XX/XXXX? There is no way in XXXX I would have given up an approved plan that covered and protected me from penalty and adverse credit bureau reporting to sign up for something that immediately places me in jeopardy of penalties and adverse credit reporting.
XXXX XXXX words of Im sorry do not apply in a situation like this. Shellpoint made the error and there is absolutely NOTHING stopping them from reconciling their fault on their end. My deferment should have been for six months which would have covered the months of XX/XX/XXXX through and including XX/XX/XXXX leaving me due for XX/XX/XXXX for my regular amount.
That is what she offered! That is what I agreed to! This needs to be reconciled immediately, otherwise they can put me back on the plan I had where I was protected. Their phone What theyre attempting to do to me right now is unethical, deceptive and borderline illegal, setting me up for failure, to go into immediate default. I will not be a victim. Their phone calls are recorded, therefore, I want the people in charge at Shellpoint who are several paygrades above XXXX XXXX to listen to the call and make this right. I will NOT be forced into something that I did not agree to.
|
| 06/18/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
wednesday, XX/XX/2020 dear Consumer Financial Protection Bureau Representative : this company is trying to commit FRAUD!
my monthly payments have been set for at least five ( 5 ) years to reflect {$1800.00}!
this company has Illegally tried to change the payment amount during the coronavirus pandemic going on and now they want to Illegally make me pay about {$30.00} to {$40.00} dollars more per month for a fake/untrue/invalid reason given!
this Illegal Increase is NOT part of their agreement with ME and i have the PROOF FROM MY BANK SHOWING ALL OF THE MONTHLY PAYMENTS THAT this company took from ME since day one until the coronavirus started!
moving forward : NOT only do they want all Three ( 3 ) months paid in full, but they are NOT willing to spread out the payments for at least 12 months!
they want to make me pay double for Three ( 3 ) months!
you call this LEGAL!
even XXXX XXXX does NOT do this to their customers!
XXXX XXXX adds on the Three ( 3 ) months to the end of the loan in additional monthly payments.
so Why did they offer ME a forbearance to begin with if they want their money in three ( 3 ) months at Double the Payment?
furthermore, they even ILLEGALLY TRIED TO RAISE MY MONTHLY PAYMENT AS EXPLAINED WITH NO LEGAL REASON GIVEN!
moving right along : ONE THING THEY TRIED TO DO WAS WRONGFULLY ACCUSE ME OF NOT HAVING HOMEOWNER 'S INSURANCE!
I MAY have gone without it for like ONE MONTH, but NOT FOR A FULL YEAR as they are trying to FALSELY CLAIM!
furthermore, i have always had insurance and this company ILLEGALLY added on a BOGUS {$600.00} OR SO FEE ( AND CLAIMED THAT I DID NOT HAVE INSURANCE FOR A YEAR OR SOMETHING LIKE THAT )!
a total LIE!
================================================================= here is a copy of the complaint letter that i had already sent out to the Shellpoint Mortgage Servicing Company by email for your reference and further review.
thank you.
wednesday, XX/XX/2020 regarding : XXXX regarding : XXXX XXXX XXXX XXXX XXXX, XXXX, california XXXX XXXX SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX # XXXX XXXX, Ohio XXXX Fax : ( XXXX ) XXXX & XXXX XXXX XXXX ) XXXX & ( XXXX ) XXXX & ( XXXX ) XXXX & ( XXXX ) XXXX & ( XXXX ) XXXX & XXXX : ( XXXX ) XXXX & XXXX : ( XXXX ) XXXX & ( XXXX ) XXXX & XXXX XXXX SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX # XXXX XXXX, South Carolina XXXX Fax : ( XXXX ) XXXX & XXXX XXXX XXXX ) XXXX & ( XXXX ) XXXX & ( XXXX ) XXXX & ( XXXX ) XXXX & ( XXXX ) XXXX & Fax : ( XXXX ) XXXX & XXXX : ( XXXX ) XXXX & ( XXXX ) XXXX dear XXXX XXXX, i understand the 3 payments owed ...
... but the payments have been set since the very beginning of when the loan started of : {$1800.00} and that is what i am paying for the missed payments x 3 missed forebeared payments!
please NOTE : if i have to file an additional complaint against YOU for FRAUD in trying to STEAL EXTRA MONEY FROM ME THAT I DO NOT LEGALLY OWE YOU with the XXXX XXXX XXXX and the Consumer Financial Protection Bureau then i will!
but i am NOT paying any more than what i have been paying all along!
i have the BANK 'S PROOF OF ALL OF THE PAYMENTS THAT YOUR COMPANY TOOK FROM ME FROM DAY ONE ( 1 ) AND I CAN GET A PRINT OUT TO SHOW EVERY PAYMENT MADE TO YOUR COMPANY FOR LEGAL EVIDENCE!
enclosed, in the attachment, please find a picture showing You the LAST payment that Your Company Took Out Of My Bank Account for your reference and further review. thank you.
once again, i am comfortable with the {$1800.00} payment.
do NOT make go to EXTREMES OF HAVING TO FILE ADDITIONAL COMPLAINTS AGAINST YOU FOR " NEGLIGENCE ''!
XXXX XXXX XXXX ANGRY AND XXXX OFF CUSTOMER /hps enclosure : picture showing what YOU took out of my bank account back in XX/XX/2020 for your reference and further review. thank you.
|
| 10/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American |
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Date Series of events ( XXXX Loan # XXXX ) XXXX XX/XX/XXXX XXXX XXXX - home unlivable due to flood and wind damage XXXX Shellpoint loan forbearance offer XXXX & XX/XX/XXXX loan payments delayed with the understanding of deferment to follow ( add missed payments to the end of the existing mortgage loan ) XXXX Shellpoint request for information re : loan deferment XXXX XXXX hardship letter submitted XXXX Shellpoint requests more information XXXX Shellpoint requests more information XXXX XXXX hardship letter revised ( more detail ) XXXX Shellpoint mishandled our document submission - resubmitted XXXX Shellpoint denied deferment due to Incomplete case file aged over XXXX XXXX - we stated that it was Shellpoint 's slowness that caused the open file XXXX Shellpoint requested additional current info and continued deferment processing XXXX Shellpoint countered the deferment ; offered loan modification ( higher interest rate ) XXXX we said we want them to finish the deferment approval XXXX Shellpoint re-submitted all deferment file to the investor for review XXXX Shellpoint requested new/current bank XXXX XXXX Submitted requested new/current bank statements XXXX Shellpoint said to disregard previous Incomplete Notice XXXX Shellpoint informed us that they have re-submitted deferment request and the process would require 5 days XXXX Shellpoint informed us that the deferment request continues but declares the loan is now delinquent XXXX We received a XXXX credit alert that Shellpoint reported us as delinquent ; Shellpoint did not communicate with us that they were preparing to report us. Had we known, we would have immediately paid the approved forbearance amount ( see XXXX XXXX XXXX XXXX XXXX We emailed Shellpoint that we have made all post forbearance mortgage payments timely ( XXXX XXXX ) ; Shellpoint 's protracted deferment process is the root cause of their system delinquency XXXX We emailed Shellpoint requesting removal of their negative credit report XXXX We paid the arrears in full and emailed Shellpoint that we no longer trusted them XXXX We submitted a complaint to Shellpoint management, as instructed by XXXX, and were told that a Supervisor would contact us ; no Supervisor has contacted us as of this date XXXX Shellpoint informed us that they had the right to report our delinquency and did not accept responsibility for the time lag ; in their letter, they mentioned that the deferment process was ongoing when we made the arrears payment XXXX XX/XX/XXXX XXXX I spoke to XXXX. We've continued our timely mortgage payments for the past 4 months. We hoped that Shellpoint would take notice that we are not a credit risk. I asked her how we can pray for Shellpoint relief related to the two late payment notices on our credit report. We have learned that my XXXX score has suffered greater than 100 points due to the two late payment credit reports. She said to submit our request to Loan Services.
XXXX Shellpoint provided a letter restating that Shellpoint had every right to report the two late payments. However, Shellpoint did not address the single central issue. They admit that our request for deferment was active and being reviewed. Without notice, while we were waiting for their decision, we were reported as being late. We were not told that the deferment would require late payment notice to the credit bureaus.
XXXX XXXX I spoke with a Shellpoint representative. I explained that the issue of being late was due to Shellpoint, not us. We were waiting patiently for Shellpoint 's decision to defer the payments. The 2 late payments were Shellpoint 's fault, not ours. I was provided a XXXX # XXXX and told I could call back for status updates. A new review would require 2-3 weeks. I do not believe that Shellpoint will understand and accept blame.
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| 05/05/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I have been disputing questionable activity on my account from XXXX XXXX through XXXX XXXX with little to no assistance from Shellpoint Mortgage Servicing. XXXX XXXX I received a foreclosure letter. I have since sent in a RESPA letter requesting documentation to complete an audit on my account.
I believe Shellpoint has mismanaged my account by applying other account payments and fees to my account. They have since charged me with copious fines and fees, claimed I was paid through XXXX XXXX, XXXX and then rescind their claim.
The activity on my account since XX/XX/XXXX has been criminal and negligent. Shellpoint has intentionally worked to cover up and make amends to an error in processing on my account rather than have a conversation with me to work on adjusting my mortgage correctly.
I have the letter I sent for your review as well as a detailed timeline accounting for all activity and communication between myself and XXXX since XXXX XXXX.
I believe I may have a good case with multiple violations, including wrongful foreclosure.
XXXX/XXXX/XXXX Loan Modification requested - over phone XXXX/XXXX/XXXX Decrease in account by {$5100.00} - from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Inquired with Customer Service Rep XXXX @ XXXX about issues with XX/XX/XXXX payment history XXXX/XXXX/XXXX Payment History Notes requested - over phone XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Loan Modification mailed to XXXX XXXX of XXXX XXXX I submitted loan modification request forms XXXX XXXX, XXXX to XXXX XXXX, XXXX XXXX - XXXXXXXXXXXX. XXXX informed me I did not qualify for a loan modification because my loan was up-to-date with payments. She advised me to withhold payment and resubmit my XXXX XXXX XXXX.
XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Increase in account by {$5100.00} from {$150000.00} to {$150000.00} then decreased {$4700.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Account increased {$4000.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Past due letter received in mail XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX XXXX notice to mortgagor letter received XXXX/XXXX/XXXX Phone message left with XXXX XXXX at XXXX, ( received no call back ; Customer service rep, XXXX XXXX, informed me on Monday, XXXX XXXX, XXXX that XXXX XXXX at XXXX is my account XXXX and I would be contacted by her within XXXX hours after leaving a phone message. As of Thursday, XXXX XXXX, XXXX it had been 10 days with no return communication.
XXXX/XXXX/XXXX XXXX contacted - advised to ask for escalation - if I do not hear from Shellpoint to contact XXXX at XXXX XXXX/XXXX/XXXX Foreclosure letter received in mail from XXXX/XXXX/XXXX I called Shellpoint - my assigned account manager was XXXX XXXX ( no longer employed with Shellpoint at the time ) XXXX assigned me to XXXX XXXX @ ext. XXXX Follow-up up from Shellpoint Mortgage Services was non-existent until XXXX XXXX was assigned as my account manager around Wednesday, XXXX XXXX, XXXX when I was corrected by Customer Service Rep. XXXX at XXXX. XXXX informed me my account manager was XXXX XXXX, whom is no longer with the company and that I had no assigned account manager. Earlier that evening Customer Service Rep. XXXX said he assigned my account to a XXXX XXXX at ext. XXXX. Even still, I had to contact XXXX XXXX, XXXX lawyer - XXXXXXXXXXXX before XXXX would contact me.
I question how long my account was assigned to a non-active employee, hence, not being monitored / managed properly by Shellpoint Mortgage Services?
XXXX/XXXX/XXXX Phone message left with XXXX XXXX XXXX XXXX/XXXX/XXXX XXXX XXXXXXXXXXXX phone conversation Submitted PMI rep
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| 07/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is in response to ShellPoint Mortgage Servicing XX/XX/XXXX, statement letter responding to my complaint and inquiry. In a review of ShellPoint 's response including the attached loan history summary, there are several questions I have regarding charges, fees, attorney fees, unapplied payments, once again uncredited payments and Pre-petition Arrearages. In their letter, ShellPoint stated the loan account was credited on XX/XX/XXXX, for the amount of {$900.00}. So, what is the Pre-petition arrearage for {$620.00} Principal & Interest about? You also stated the {$930.00} payment received on XX/XX/XXXX, initially credited to my loan account ( but do not show on Loan History Summary ) anywhere as a loan payment but was changed on XX/XX/XXXX, and credited to the escrow account since my initial complaint and proof of payment. But, in your Pre-petition, Arrearage Claim to the Bankruptcy Court and XXXX & XXXX Attorney ( XX/XX/XXXX ) the Mortgage Proof of Claim stated Proof of Claim of arrearage of escrow of {$930.00}. What payments were in arrearage by XX/XX/XXXX?
Also, Shellpoints letter states XX/XX/XXXX, monthly payment was not received. Attached is the 3rd proof of payment this year provided to Shellpoint for uncredited payments to the mortgage account in the year XXXX. A payment of {$200.00} was received by Shellpoint on XX/XX/XXXX, for the XX/XX/XXXX MortgageStatement payment amount of {$190.00} which is not shown on the Loan History Summary ( uncredited payment ). Please answer the following questionable charges shown on ( Loan History Summary ), fees, debits, uncredited payments, and proof of claim for pre-petition arrearages on this account : 1.Whatmonth is Shellpoints proof of claim arrearage for {$620.00} for Principal andInterest? Shellpoint Pre-petition arrearage amount.
2.Why did Shellpoint include arrearage for Escrow in the amount of {$930.00}, paid on XX/XX/XXXX, prior to bankruptcy confirmation in XX/XX/XXXX?
3.What months are in arrearage for Shellpoint to receive Pre-petition payments from trustee?
4.What are these transactions listed on XX/XX/XXXX and XXXX/XXXX/XXXX, showing on the Loan History Summary increasing the Principal Balance by {$670.00}, reducing interest payment by {$1200.00}, and reducing the Escrow Account by {$740.00}? Why? XXXX See Loan History Summary ) 5.Why are there debits to Unapplied Payments on XX/XX/XXXX for {$170.00} and {$96.00}? 6.What are these transactions listed for XX/XX/XXXX, increasing thePrincipal Balance by {$720.00}, reducing interest payment by {$790.00}, and reducing the Escrow Account by {$430.00}? ( See LoanHistory Summary 7.Why on XX/XX/XXXX, shown on the Loan History Summary a total of {$860.00} deducted from the Un-applied balance account? ( See Loan History summary ) 8.What happened to the Un-applied balance amounts ( overage payment amounts ) for {$58.00} on XX/XX/XXXX and {$96.00} on XX/XX/XXXX? Why werent these payments applied to the Principal?
9.Please explain these unapplied payment balances and what account are they applied too?
10.What are these charges shown on the Loan History Summary shows charges listed on XX/XX/XXXX to XX/XX/XXXX total {$94.00}?
11.The Loan Summary shows attorney fees being paid beginning XX/XX/XXXX to present from the Pre-petition payments. Why is Shellpoint also charging an additional ( Past Unpaid Amount of {$490.00} ) beginning on XX/XX/XXXX MortgageStatement for attorney fees adding this amount into monthly loan payment?
12. What is XXXX Cost Access charges for? Who is XXXX XXXX XXXX?
13. What are XXXX Cost Dist charges for?
14. Why is XXXX XXXX XXXX charging fees on my account?
15. Why is XXXX XXXX XXXX and XXXX XXXX charging fees on my account?
I would appreciate a prompt response to this very important matter.
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| 06/09/2020 |
No |
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- Trouble during payment process
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Web |
Servicemember |
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This began back in XXXX when I attempted to change my payments to Shellpoint/NewRez mortgage company to split my payments to the XXXX and XXXX of the month instead of one lump sum on the first. I was given guidance by the representative to send a transfer to their XXXX XXXX XXXX account ending in XXXX on the XXXX and XXXX and make sure I send the payments electronically through my bank ( XXXX XXXX so that the payments reach the account before the XXXX. After the call, I began paying Shellpoint the way they requested I do for the split payments. In the beginning of XXXX I received a letter in the mail from Shellpoint stating they have not received my XXXX or XXXX payments. I called Shellpoint and spoke to them about it on XX/XX/XXXX and was told that the account number I was given to make payments to was for paying off the loan and not for making recurring payments. I was instructed to email my bank statement to prove that payment was sent. I emailed a copy of my bank statement and then began waiting for a response. After 5 days I did not receive a response so I called back. During that conversation I was told that the last representative did not start the " task ''. The new representative I was speaking to started the " task '' for me and then I began waiting again. Another week went by and I called them and found out that the status of the " task '' was pending and that it could take up to 30 days for a response. Meanwhile my credit report is now showing that I have not made a payment since XX/XX/2020. I asked about my credit report and was told that they will fix it once the " task '' is completed. Last week I received a letter saying that they could not find an error with my payments and that I still owed them money for XXXX and XXXX. I called XXXX and spoke to them about getting proof of payment. They gave me the trace numbers for the payments that were sent to Shellpoint 's account and XXXX was going to write up a dispute so I can get my payments back and send me proof that the payments were sent and returned to me through the dispute so I can prove to Shellpoint that the payments were made. I again emailed Shellpoint with the trace numbers given to me by XXXX as more proof of payment and received another email from Shellpoint stating that they can not find an error and that I still owe them XXXX and XXXX payments. As of right now I have received the money back from shellpoint but not from the dispute from XXXX. XXXX XXXX had refused to accept my payments and returned them to my bank, but has taken 60 days to do so. I called Shellpoint back and resent them the payments they said i owed them through a deferent process and they accepted the payments. the issue now is that they are not going to change my credit report because they say that the bank XXXX XXXX XXXX ) returned my payment and not them so it is still my fault even though i was instructed by their representative to send money to their account ending in XXXX. If they hadnt given me the routing and account number for their account, how would i have even used it? I know this is just opinion, but it sounds like they dont want to take responsibility for their wrong doing and continue getting more money from me in the way of late payments and keeping my credit score low so i can't refinance.
In the attachement the payments made are {$1400.00} to their account. They dont specify that they were made to shellpoint because it doesnt allow me to do that when making the payments to just a an account number. But Shellpoint should have been able to just look up their account, or call XXXX fargo and figure out what happened. but they refuse to look into the issue and want me to provide all the proof without a doubt. If they dont look into it they will never fix my problem.
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| 05/31/2021 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Older American |
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Loss Mitigation at Shellpoint Mortgage Servicing ; [ for XXXX - LP ( XXXX XXXX significant Sub XXXX XXXX XXXX XXXX XXXX ; sent me an approval confirmation email for an extension to my ongoing Forbearance and Deferment plan for my Covid19 mortgage payment on XX/XX/XXXX. In this email by LMXXXX XXXX from Loss Mitigation it states, Hello Mr. XXXX, Your forbearance and deferment have been extended. The new end date is XX/XX/XXXX. Best regards. I have been approved for a continued Forbearance and Deferment plan through XX/XX/XXXX. However, after XX/XX/XXXX, in early XXXX I received billing from my new point of contact, LM_ XXXX XXXX XXXX indicating Shellpoint Mortgage Servicing was honoring the Forbearance BUT NOT MY APPROVED Deferment. Up to that time I had a Shellpoint Loss Mitigation Plan for both a Forbearance AND Deferment for 3 quarters, or 9 months, with a fresh approval of both through XX/XX/XXXX ; but now they refused to honor the approved Deferment of that Forbearance amount of {$5600.00}, refusing to place it to the back of the loan. INSTEAD OF starting XX/XX/XXXX with no standing balance, I was IMMEDIATELY DELINQUINT. They stated it was XXXX XXXX policy to limit Deferments to six months and Forbearance to 12 months. I found this out after requesting another Forbearance for XX/XX/XXXX through XX/XX/XXXX. After ongoing emails and communication with LOSS MITIGATION at Shellpoint Mortgage Servicing during the months of XXXX and XXXX, it became evident they are Double Tracking me. They set me up. Shellpoint approved me for both a Forbearance with Deferment on one hand, while they move toward Foreclose of my home on another hand with surreptitious denial of my Deferment. This is fraud. Double Tracking was successfully used in XXXX and XXXX with many consumers. At no place in Shellpoints Consumer Information regarding the Loss Mitigation tools does it indicate there are limitation to Forbearance or to Deferment. [ It was brought to my attention that my Forbearance should have ended after 6 months but they unilaterally decided to extend my Forbearance from 6 to 9 months. If they have such power, it should be used now to rectify their mistakes or any conflicting issues they have with their policy regarding their approval of my Deferment through XX/XX/XXXX. ] Shellpoint Mortgage Servicing, for XXXX and XXXX, sent me a confirmation email regarding my request for an extension to my mortgage payment Covid19 Forbearance and Deferment Plan on XX/XX/XXXX. In the email it states I have been approved for ongoing Forbearance AND XXXX from XX/XX/XXXX through XX/XX/XXXX. I accepted this extension. Later, in XXXX of XXXX, I received billing indicating they had surreptitiously NOT honored my Deferment of {$5600.00}. This put me three months behind and in harms way immediately. They kept me busy with email dialog on one track while proceeding to Foreclosure on another track. They conspired and set me up to take my home. I am being Double Tracked by Shellpoint Mortgage Servicing XXXX Account number XXXX ). My loan is in Default and moving quickly to Foreclosure. I need Shellpoint Mortgage Servicing to honor its XX/XX/XXXX, approval of my Deferment plan, referring especially to the Deferment they offered and approved through XX/XX/XXXX. They allowed my approved Forbearance from month 10 through month 12 but reneged on my 3-month approved Deferment which amounts to {$5600.00} ; this set me up for foreclosure. At no place in Shellpoints Consumer Information regarding the Loss Mitigation tools does it indicate there are limitations to Forbearance or to Deferment. Because of their choice to NOT honor my deferment, my home is moving to foreclosure NOW. In XXXX the California OAG moved too slowly, and homes were lost. Time is of the essence.
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| 06/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My problem is with the current servicer of my mortgage loan, Shellpoint. They promised me the world and led me to believe they would engage in a fair and transparent negotiation to resolve my delinquent mortgage loan. However, after spending weeks collecting the requested documentation, the underwriter told me that the file was denied because of a technicality regarding my husbands income. My husband is a XXXX XXXX and he works in XXXX XXXX, but that is the nature of his employment. We provided Shellpoint with one year of income information, but the underwriter insisted that since he could not provide 4 consecutive paystubs at the time of review that she would not even review our file and that we were denied. And now we have a sale date set for XX/XX/XXXX.
I experienced a large decline in my income several years ago when my radio station became part of XXXX XXXX. I am a XXXX XXXX XXXX and my rate of pay was drastically cut, which led to me struggling on my mortgage loan. At that time my loan was with XXXX XXXX XXXX and I applied for help. I was overjoyed when I received a letter stating that I was approved for the DOJ loan modification program and that I would be receiving a lower rate and payment as well as the possibility of principal forgiveness. However, before this could be finalized my loan was transferred to XXXX XXXX XXXX. They were very difficult to deal with and I spent two years going back and forth with them in an attempt to get a complete review of our financial information conducted. I filed a complaint against them with the California AG, and we were referred to the county DA, who had an investigator working on putting together a case against XXXX for intentional misconduct and unethical behavior relating to distressed homeowners. The investigator interviewed me and I provided documents for him. I informed XXXX of this fact, and they set a sale date on my home. Luckily my Congressman got involved to assist in this matter and they were able to put some pressure on XXXX and the sale date was postponed and they told me they would complete a review. Then they sold the loan to Shellpoint.
When I first started talking to Shellpoint, the experience was much different than XXXX. Our representative was responsive ( initially, no longer ) and worked together with us to get a full package together of all the financial information that Shellpoint required to review us for workout options. My husband makes very good money as a XXXX, and even if you average his income based just on the amount of time that he actually works, we make sufficient income to afford a reasonable mortgage payment. Once it was decided that we had a complete package we submitted the information to Shellpoint. When we followed up we were told that since my husband could not document paystubs for four CONSECUTIVE weeks that they could not use ANY of his income, thus our entire request for assistance was denied. We had provided a letter of explanation as to how his profession works, a letter from his XXXX boss stating that he was in good standing, and multiple paystubs showing that he worked an average of 2 weeks per month over the last year. For some reason this was not good enough for Shellpoint, they not only refused to calculate what type of contribution my husband was making, they simply cancelled out our modification request.
Since that time, we have been waiting for my husband to get 4 weeks consecutive on a jobhe is scheduled to start a long-term project inXX/XX/XXXX and we were excited that we could finally apply againwe called Shellpoint last week to make sure there was no sale date and they said there was no sale date. Two days later we got a notice in the mail that our house was going to be auctioned off on XX/XX/XXXX
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| 02/27/2017 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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My home and the last remaining asset I own of any significance is currently up for Trustee sale XX/XX/XXXX at XXXX ( property address = XXXX XXXX XXXX XXXX, XXXX XXXX, Ca. XXXX. Trustee Sale no. XXXX ) despite the fact that the title has NOT BEEN DULY PERFECTED. In fact, the purported beneficiary has literally had years and numerous opportunities to demonstrate the extent of their ownership of the debt and have literally provided absolutely NOTHING to show ANY claim to title. Fact is - despite my numerous inquiries via QWR and phone calls their only reponses have been as follows : 1. TO FILE A BOGUS ASSIGNMENT - supposedly signed by " XXXX XXXX '' as " Vice President of XXXX. '' but the problem is that we have been looking for XXXX XXXX in this capacity for years and there is literally no indication or evidence whatsoever that he was EVER the V.P. of XXXX. AND THEREFORE HE SIMPLY DID NOT HAVE THA AUTHORITY TO ASSIGN ANYTHING AT ALL. Call this " Assignment '' whatever you want - and we all know there has been much legal debate about this - but THE REAL LIFE EFFECT this has had on me and my property is to PARALYZE and OBSTRUCT my ability to work with the asset. You see for years I have had individuals ready and willing to place funds into this property ( invest, loan, etc. ) because it is highly unique as it 's zoned for XXXX units and situated in a superb location. This is really why I bought it as a retirement vehicle because I knew some day I could devlope it or strike some sort of deal to have it developed and earn revenue share on the project. But every single time the subject and FACTS surrounding this " Assignment '' comes up and the individual looking to put money in looks into it they come back - every single time - and pull out ... specifically due to the bogus " Assignment. '' So once again, the purported beneficiary 's bogus " Assignment '' along with its unwillingness to clear it up, cure it, explain it, clean it up or something ... anything at all has literally trapped me in my home and has prevented me from taking on investors, friends, family, private loans, etc. because we all know by now that there is clearly a title issue with this property - otherwise they 'd simply send all the appropriate TRUE SALES documents along to show that the Assignment fits into a legal chain of title ... but instead they have simply responded with nothing except the following document ( once again, this is the ONLY letter of ANY substance I have ever received from my QWR 's requesting info. on title ) ....
2. The letter was from XXXX - an entity that at that time was claiming a newly acquired interest in my property ( without any supporting documents of course ) - and it was dated XXXX XXXX, XXXX and signed by XXXX XXXX as XXXX XXXX of the President. It basically goes on to admit that a XXXX employee had stolen my personal information including my social security number and all else and had likely sold that info to third parties. It also goes on to say that they will monitor my account closely, etc. etc.
Does that sound like a clarification of title??? Does this in any way help us know whether or not the Originator ( decision XXXX ) properly transferred its interest to the Seller/Sponsor ( XXXX. ). Or the Seller/sponsor to the Depositor ( XXXX. ). Or the Depositor to the trustee and trust ( the bank of new York ). Does that letter at all answer in any way these very important chain of title and true sales questions?? No!! In fact all it does is further convolute an already dirty title story so that all we are left with is that which has been actually RECORDED - AND YES THAT 'S THE BOGUS ASSIGNMENT SIGNED BY XXXX XXXX ( Doc. # XXXX in the XXXX county recorders office ).
How could anybody invest in a property like this?
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| 04/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2019 I received a letter from Shellpoint Mortgaging Servicing about a Lender Placed Insurance Change for my property in SC stating " we placed lender-placed insurance coverage on your property '' - This was the first I had seen correspondence and noticed they addressed it to my previous address while all my monthly mortgage statements had been coming to my current address.
In starting to review my mortgage account I noticed a series of " Insurance Premium Disbursements '' starting in XXXX of XXXX XXXX {$280.00} taken out of my escrow account. XXXX {$55.00}, XXXX {$90.00}, XXXX {$90.00}, XXXX {$53.00}, XXXX {$55.00} .... Then in XXXX XXXX I received a Annual Escrow disclosure statement showing the charges removed from my escrow and that my escrow was underfunded by {$450.00}.
In XXXX I provided proof of insurance and confirmed while on the phone they received it. They asked me to call back .... For months I was never able to get a hold of anyone on their customer service line, then suddenly the phone number they provided was disconnected '' This is also the only number listed on their website.
In XXXX I was notified by mail that my XXXX mortgage was higher and my new amount is {$930.00} up from {$720.00} due to escrow shortage. I immediately did a bill pay to pay the full amount to prevent default or past due fees .... this additional amount was applied to my account as principal only.
XXXX I resumed phone calls to mortgage servicing dept with Shellpoint to figure out why charges are still accumulating, they explained they need the HOA master insurance policy which was provided that same day at XXXX XXXX. I called to confirm they had it, they explained it had to be entered. That day I was able to reach XXXX XXXX at XXXX XXXX, she asked me to e-mail the policy directly to her at XXXX. While we were on the phone she confirmed it was uploaded to my account. and the next step is the lender based insurance should be removed. She directed me to customer service to help with he refunding of the money and how that worked. Customers service directed me back to loan servicing. XXXX I wrote to loan servicing to request that the auto draft service be cancelled and I would prefer to pay with paper will and bill pay once I see the bill. I then called the customer service and XXXX in XXXX SC employee ID XXXX cancelled auto draft. I asked what my payment would be for XXXX and she could not tell me, she explained an escrow analysis would need to be done through the mortgage department and she then transferred me to XXXX in the mortgage department based in AZ. He explained that I was responsible to pay another {$930.00} in XXXX because they can not do the escrow analysis for 2-4 weeks, and it was my fault for lapsing my insurance. I asked if there was any record that my insurance had lapsed since the new XXXX 's were on file, he stated he couldn't see any proof of the HOA policy. He explained the notified me via mail and that this was my fault. I asked when he notification letter was sent, he stated XX/XX/2019 & the address was my my old address. So I never got the notice and that is when they started charging the lender based insurance fees. When I asked to speak to a supervisor I was placed on an extended hold and then the line was disconnected.
As of today, I have a final call into XXXX XXXX in their XXXX SC customer service call center explaining she e-mailed her supervisor XXXX XXXX who can reach out to the insurance dept to have the escrow analysis done in 24 hours to correct my mortgage amount and they will all me back tomorrow. I do feel that Shellpoint is Predatory to mortgage customers using forced lender based insurance to gain profit. At this time this issue is still ongoing.
Sincerely, XXXX XXXX
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| 01/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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CARES ACT VIOLATION from Shellpoint. Credit Report Errors.
Shellpoint submit WRONG CODE AC ( Late - Partial Payment per Arrangement ) to Credit Bureaus for Account # XXXX ( XXXX XXXX ) protected by CARES ACT during COVID 19 under FORBEARANCE and ACCOMODATIONS ( XXXX XXXX and XXXX XXXX XXXX with Shellpoint Mortgage Company ). This was wrong since my account should be CURRENT or XXXX code.
My account was " CURRENT '' in XX/XX/XXXX BEFORE Forbearance. My forbearance started from XX/XX/XXXX and ended XX/XX/XXXX. Shellpoint offered me 4 equal options for ACCOMODATIONS. Within 30 days window after forbearance ends, on XX/XX/XXXX and XX/XX/XXXX, I reached out to Shellpoint and we both met an agreement on LOAN MODIFICATION ( My account is still " CURRENT '' at that point since it was covered by CARES ACT ). Shellpoint said that their paperwork takes time, so although we reached to an agreement, I must follow Shellpoint instructions to make trial payments on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I paid all 3 trial payments in advance, 1 payment on XX/XX/XXXX and 2 payments on XX/XX/XXXX.
Shellpoint reported me code " XXXX '' -LATE - Partial payment per arrangement '' for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and still continue to delay the paperwork until today XX/XX/XXXX, and told me that they would continue reporting me " LATE '' until they can take time to finish paperwork (??? ) and they don't know when. They said if I would want to report " CURRENT '' in my account for XX/XX/XXXX, I must pay the entire lumpsum amount, $ XXXX which was the lumpsum of outstanding balance during forbearance. This totally goes against CARES ACT and contradicting to CARES ACT in which the government offered home owners 4 options equally so home owners don't have to pay the lumpsum all at once. Looks like Shellpoint tried to delay the documents while continued ruining home owners ' credit scores so home owners ' life will be ruined and home owners will have to borrow hard money loans to pay Shellpoint the lumpsum to stop the lie to credit bureaus from Shellpoint. I don't know what else I can tell you as I already lost 10 pounds due to the stress that this situation caused.
I sent my complaint to Shellpoint from XX/XX/XXXX, and today is XX/XX/XXXX. 42 days in total and 12 days pass due after the 30 days window that Shellpoint should resolve my issues. They refused to do anything.
Today is XX/XX/XXXX and all my paperwork was still not yet done by Shellpoint. Per my research on a lot of guidelines from CFPB and XXXX XXXX and XXXX, since my account was " CURRENT '' before FORBEARANCE, and I got into " ACCOMODATIONS '' immediately ( within 30 days after FORBEARANCE ), my account should be " CURRENT '' or at least " XXXX XXXX' ( Payment per Agreement ) which was a new code for Covid 19 situation to replace " XXXX '' and does not impact my credit. Looks like " CURRENT '' is better to use for my case as per CFPB guidelines on your websites.
The bottom line is that I did not do anything wrong. I followed exactly CARES ACT and SHELLPOINT 's instructions. FOBEARANCE and ACCOMODATIONS are programs from the government to help home owners. Why was I penalized by Shellpoint and my credits got hit and my life was ruined by Shellpoint?
PLEASE HELP ME!!! I am begging everyone who read my message as Shellpoint refused to correct their mistakes and do anything. Instead, they continue to delay the process due to " 3rd party '' they hire to handle documents and continue reporting " LATE '' status on my credit reports. This is still a going on situation without the END DATE and I can't do anything. I already paid all trial payments in advance. What else I can do????
Look forward to hearing from you. Please help me!
XXXX XXXX XXXX XXXX XXXX
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| 02/09/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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To whom it may concern I am filing a complaint against my current Mortgage Company Shell Point Mortgage. I 'm currently having trouble, regarding my mortgage payments they ca n't seem to get my account right. My mortgage was sold to Shellpoint Mortgage in XX/XX/2016, from XXXX. Prior to being sold I had to do a loan modification due to me having my XXXX from my XXXX and losing my job due to my illnesses. XXXX helped me with a loan modification. My trial payments would start in XX/XX/2016 at XXXX a month but prior of starting my trial payments I had become XXXX from the military which gives me the benefit of not having to pay taxes on my home. Prior to starting the mod, XXXX recalculated my mod payment in the amount was XXXX a month which were paid on time. On XX/XX/XXXX I had sent my payment for XX/XX/XXXX to XXXX in the amount of XXXX. XXXX informed to stop payment on check due to my mortgage being sold to Shell Point Mortgage. I contacted Shell point Mortgage to find out payment information they could not tell me anything due to them not knowing about the file. They informed me that I would receive a welcome letter in the mail which I did not receive until XX/XX/XXXX. I did received a bill saying that I owe I believe at that time {$8000.00} I had contacted Shell Point Mortgage to find out the problem and they could not tell me because their file was not completed according to them they did not have all the information. I explained what was going on with the modification and explained the XXXX a month and how XXXX came about the amount. I was told to contact XXXX myself to get their paperwork from them due to the privacy act. Shell Point could not get it to complete the file, I contacted XXXX for the paperwork they sent me the paperwork in the mail. The people at XXXX asked why I was requesting the paperwork. I needed to get it due to the privacy act. They stated that Shell Point should have called them since they sold them the account. In XX/XX/XXXX I received a welcome letter in the mail about my payments they wanted 9 payments of XXXX a month I believe it was about XXXX dollars, On XX/XX/XXXX I contacted Shell point Mortgage and the gentleman told me to go ahead and send XX/XX/XXXX and XX/XX/XXXX payment in the amount of {$1600.00} they should have everything together by then which I did and on XX/XX/XXXX Shell Point Mortgage had returned XX/XX/XXXX and XX/XX/XXXX payment because they could not accept partial payments, they are still under assumption that I still owe from XX/XX/2016. Shell point Mortgage still could not understand the XXXX a month. So nothing got solved. XX/XX/XXXX payment was sent and Shell Point Mortgage kept that payment of {$810.00}. When I called about the payment no one understood where it went at this time, now I 'm talking to a gentlemen name XXXX who was taking care of my loan and found out it was sent to XX/XX/2016 payment. Now telling him how did they accept XX/XX/XXXX payment for {$810.00} and not XX/XX/XXXX. Payment And he stated that 's where the payments are in default which did not make any sense. So I was told not to make XX/XX/XXXX payment by XXXX until this got resolved, all through XX/XX/XXXX nothing has been solved XXXX states that my payment are {$1200.00} a month even after Shell Point Mortgage was contacted by XXXX from XXXX who I believe is vice president and spoke to them directly about my account and gave them what they needed. I spoke with XXXX and explained that I was not going to pay {$1200.00} that was not my payment. So on XX/XX/XXXX XXXX called me and said it was ok for me to send my payments back to them for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, which I did on XX/XX/XXXX in total amount {$3200.00}. Which is {$810.00}, a month. XX/XX/XXXX
|
| 04/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
Shellpoint Mortgage previously had a XXXX XXXX mortgage that never existed on my credit report, had lates that were fixed and never existed, and now is reporting 120-day lates that never occurred as mortgages were in forbearance and then transferred to loan modifications. The recorded correspondences ( numerous ), paperwork doing loan modifications, and email correspondence show in every aspect that there were no late payments and loans are current. I have a XXXX wife from XXXX XXXX XXXX I have to support, and a XXXX child and these sloppy errors massively affect my business and ability to move forward as a result of COVID as credit scores make or destroy reputation and business alliances. This needs to be resolved immediately as this unprofessional sloppiness and the months it took for Shell Point to fix the previous XXXX XXXX mortgage balance that never existed, and previous false lates created lots of damage. These 2 false 120 day lates on 2 mortgages that were approved for loan modifications and more, cased considerable damage. Should these false late payments not be resolved immediately I will more aggressively make it my mission to do massive social media and online campaign to bring forth thousands of other Shellpoint mortgage customers for a class action lawsuit and complaints to banking commissioner.
Exceptional payment history NEW RES-SHELLPOINT MTG {XXXX} Balance updated XX/XX/XXXX 1 late payment Account Info Hover over labels for more details Account number XXXX Account status Open Date opened XX/XX/XXXX Account type Mortgage Paid Off : 0 % Balance on XX/XX/XXXX Loan Amount XXXX XXXX Payment Info Status Past due 180 days Status date XX/XX/XXXX Past due amount XXXX Original loan amount XXXX Monthly payment XXXX You could lower your monthly payment with a refi. See offers at Credible Late payments XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX - 120 - - - - - - - - - - 120+ Days Late - Data Unavailable Additional info Responsibility Individual Terms 360 Months Company sold - Original creditor - Comments Paying under a partial or modified payment agreement Your statements- Contact XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX SC XXXX ( XXXX ) XXXX Is everything correct?
If inaccurate information appears on your report, you can contact the lender directly to have it corrected, or let us know online or by mail.
NEW RES-SHELLPOINT MTG XXXX Balance updated XX/XX/XXXX 1 late payment Account Info Hover over labels for more details Account number XXXX Account status Open Date opened XX/XX/XXXX Account type Mortgage Paid Off : 0 % Balance on XX/XX/XXXX Loan Amount XXXX XXXX Payment Info Status Past due 30 days Status date XX/XX/XXXX Past due amount XXXX Original loan amount {$130000.00} Monthly payment XXXX You could lower your monthly payment with a refi. See offers at Credible Late payments XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX - XXXX - - - - - - - - - - XXXX - - - - - - - - - - - On Time 30 Days Late - Data Unavailable Additional info Responsibility Individual Terms 504 Months Company sold - Original creditor - Comments Loan modified under a federal government plan ( available XXXX XXXX ) Your statements- Contact XXXX XXXX PL XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Is everything correct?
If inaccurate information appears on your report, you can contact the lender directly to have it corrected, or let us know online or by mail.
XXXX XXXX XXXX {XXXX} Balance updated XX/XX/XXXX Exceptional payment history 11 closed accounts Find the right home coverage for you We'll help you compare policies from top companies to make sure you're not overpaying for insurance or under-protecting your home. Get a free quote to see what you could save.
|
| 12/08/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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This is a formal complaint against Shellpoint Mortgage Servicing and XXXX for predatory lending practices and discrimination against me as an XXXX and a female homeowner. I was told by Shellpoint that XXXX holds the mortgage on my property. I was paying my {$1600.00}. mortgage as agreed when I experienced financial difficulties. The alternator in my car stopped. It was a very expensive replacement. A few weeks later I fell XXXX. Because my insurance does not pay for XXXX doctor 's visits, I pay out of pocket. I asked Shellpoint for assistance. When the alternator went out, one payment was put to the back of my loan. Weeks later, the shoulder injuries and mounting medical bills occurred. I asked for additional assistance. I continued to make mortgage payments to catch up. I was bringing my account current. On XXXX XXXX, XXXX, I paid {$620.00} through my bank. On XXXX XXXX, XXXX I paid {$1000.00} to make a payment of {$1600.00}. I 'd previously paid incrementally and XXXX always accepted the payment. On XXXX XXXX, XXXX, a Shellpoint representative discussed with me a repayment plan of {$2500.00} a month starting in XXXX through XXXX. In XXXX XXXX, I 'd resume regular {$1600.00} payments. She said she 'd have XXXX XXXX XXXX call me to further discuss this option. In good faith, I continued to make my payment of {$620.00} on XXXX XXXX, XXXX to catch up, and a {$1000.00} payment on XXXX XXXX, XXXX. I received a bank notice on XXXX XXXX, XXXX that my payment of {$1000.00} had been returned. Shellpoint informed me that I 'm on a payment plan. I 'd discussed a plan with Shellpoint on XXXX XXXX, XXXX, but the terms had not been finalized. On XXXX XXXX, XXXX, a Shellpoint rep said I 'd pay {$2500.00} a month through XXXX XXXX, and would have until the XXXX each month to pay. I said fine and asked to include the {$620.00} I paid on XXXX XXXX, XXXX. The {$620.00} would assist me with paying {$2500.00} on XXXX XXXX, XXXX. The rep told me the {$620.00} would sit in unapplied funds. But, he 'd ask XXXX XXXX XXXX if the {$620.00} could be applied to the {$2500.00}. I spoke with XXXX XXXX on XXXX XXXX, XXXX. She said I 'd have to pay {$2500.00} by XXXX XXXX, XXXX to show one lump sum payment. I explained that I had {$2000.00} and needed the {$620.00}. XXXX XXXX said I could not include the {$620.00} and referred my request to XXXX XXXX XXXX, who called me the evening of XXXX XXXX, XXXX. She also said I could n't use the {$620.00}, saying the {$620.00} reduced the repayment amount to {$2500.00}. That is not true as the rep on XXXX XXXX, XXXX stated the repayment plan would be {$2500.00} a month before I paid {$620.00}. Despite this claim, I said I would agree to somehow have the {$2500.00} by XXXX XXXX, XXXX. Then XXXX XXXX changed the agreement, became angry and yelling at me by stating that I can pay {$2500.00} by XXXX XXXX, XXXX. However, I 'd have to pay another {$2500.00} on XXXX XXXX, XXXX. I explained XXXX XXXX and other representatives informed me that I could make a {$2500.00} payment by the XXXX of each month. XXXX XXXX said, " No, '' saying I now need a more than {$3000.00} down payment to move forward with {$2500.00} a month. XXXX XXXX taunted me and continued to change the figures while we talked. Shellpoint, nor XXXX was willing to help me bring my account current. Shellpoint took my {$620.00}, did not apply it to my account, returned a {$1000.00} payment and purposefully forced me into three to four missed payments. These are predatory lending practices against me as an XXXX and a female is an attempt to force me into foreclosure and lose my home. On XXXX XXXX, XXXX, I again attempted to make a full payment of {$1600.00}. Shellpoint Mortgage Servicing returned that payment to my bank 10 days later.
|
| 07/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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Consumer Claims Complaint Against XXXX XXXX and Shellpoint ( A Division of Newrez ) Both Mortgage Servicing Companies This complaint is against XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Telephone : XXXX XXXX Shellpoint This complaint is against Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX Telephone : XXXX These companies practices are deceptive.
XXXX XXXX is my current Mortgage Loan Servicer, and they fail to honor Loan Modification changes made to my loan filed by prior Loan Servicer Greentree Servicing recorded in XXXX XXXX Florida on XX/XX/XXXX. This XXXX Modification changed the terms of the loan as well as deleted my ex-husbands name from the Mortgage it as the Grantor and changed the terms of the Mortgage. Ex- also relinquished his rights to property by signing over the Deed to this property as well.
The loan Servicer before XXXX was Shellpoint Mortgage, I was in review for a Modification of my mortgage when my loan was transferred to XXXX. Note, that Shellpoint didnt honor modification changes as well. These Servicers are involved in some type of illegal scam making funds from mortgage insurance and foreclosures. The Mortgage Servicer Ditech was servicing my loan in XXXX prior to Shellpoint. I filed for Bankruptcy in XXXX. XXXX wrote my Attorney and stated that a modification may involve some or all of the following changes to the mortgage loan : Bringing the account current Reducing the interest rate on the loan Extending the term of the loan, and or/ Delaying repayment of the portion of the loans principal until the maturity date Once I completed the Bankruptcy Ditech was filing bankruptcy and they never completed the Modification process- loan was transferred to Shellpoint who didnt honor Ditechs commitment to assist me- the circle continued.
XXXX XXXX is currently misleading me in my current modification process. I have hired an attorney to assist with my Foreclosure process and have channeled all modification document request through my attorney to theirs. They are currently working behind the scenes using tactics like requesting that I send documents that were forward to them already over and over. Also, they are requesting that my ex-husband send documents to them as well. We have been divorced for years. Stalling and misleading me. They are using this tactic to prevent a modification from occurring so they can foreclose on a home. XXXX has filed for foreclosure.
XXXX XXXX has yet to send necessary information for loan refinance. I have requested loan payoff information and have yet to receive this information and it starting to feel like XXXX is taking steps to prevent a refinance from occurring, since the refinance can cause the loss of revenues from losing my loan.
( Just received payoff XX/XX/XXXX ) Amount is inflated with fees.
XXXX is a wholly owned subsidiary of XXXX, a specialized investment management firm focused on real estate, mortgage finance and corporate credit with more than {$20.00} XXXX in assets under management. My property has already been placed in pre-foreclosure status. Which demonstrates to me that this company is not operating in good faith. I started this loan Modification process last year and my loan was transferred to XXXX, and they are not operating in good faith. It is a hardship when they ask for me to re seen documents over and over.
XXXX has placed forced insurance on my loan. I have sent copies of insurance information several times via email as well as my attorney has forwarded this information.
I am asking that this company honor the original modification recorded and or make my loan more affordable by lowing the principal amount.
Visit : XXXX XXXX XXXX for more information about this company.
|
| 12/28/2023 |
No |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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XX/XX/2023 Dear Shellpoint Representatives and Credit Bureau Authorities, I am compelled to write an exhaustive account of the mismanagement of my mortgage account by Shellpoint, which has resulted in a series of unfounded credit discrepancies and improper financial handling of my payments. This correspondence aims to provide a comprehensive narrative of the events that have transpired, along with undeniable evidence of the inaccuracies that need immediate correction.
Backstory Leading to Current Discrepancies : After the purchase of my property at XXXX XXXX XXXXXXXX XXXX XXXX with a mortgage originating on XX/XX/, and a loan balance of {$510000.00}, the account was transferred to Shellpoint. My payment methodology has consistently been through Plastiq.com, allowing credit card payments to be converted to checks mailed directly to the lender. Despite the loan transfer, payments were consistently made and initially deposited without issue.
In XXXX XXXX the processing of my payments was suddenly mishandled. A payment of {$5700.00}, confirmed sent via XXXX, was not deposited, and this discrepancy was not communicated to me, leading to a false delinquency report. Shellpoints ledger and subsequent credit reports reflect four incorrect late payments, directly damaging my creditworthiness and my ability to refinance my primary residence.
As it stands, the lack of transparency surrounding my monthly mortgage obligations remains unresolved. The confusion about the status of my accountwhether it's current or delinquentand the unexplained fluctuations in the escrow despite my insurance being fully paid at the start of the year is bewildering. This ongoing uncertainty, coupled with the lender 's apparent negligence, has had a detrimental effect on my credit and, by extension, my ability to secure new or refinance existing loans. It is imperative that these issues be urgently addressed and rectified to restore my financial standing.
Evidentiary Documentation and Specific Errors : 1. Unapplied Payments and Late Charges : o Payments totaling {$13000.00} were labeled " Unapplied '' with no justification, incurring late fees of {$1100.00}.
2. Escrow and Insurance Premium Miscalculations : o Shellpoint 's records incorrectly indicate escrow disbursements for insurance premiums already paid in full, amounting to {$5600.00}.
3. Incorrect Credit Reporting : o XXXX 's credit report shows four late payments that are unfounded, given the evidence of timely payments.
Documents Attached for Your Review : Proof of XX/XX/2023 Payment ( Refunded in XX/XX/2023 ) Check Sent in XX/XX/2023 via XXXX Shellpoints Escrow and Insurance Records from their website XXXX Credit Report detailing the incorrectly reported late payments Demands for Immediate Action : 1. Comprehensive Audit : o An immediate and thorough audit of my account, correcting the payment allocation and reversing any unwarranted fees.
2. Correction of Credit Reporting : o Direct retraction of the incorrect late payment reports to the credit bureaus, backed by the documented evidence provided.
3. Escrow Review : o An assessment of the escrow account to align with the actual insurance premium, affirming no further extraneous disbursements are made.
4. Formal Acknowledgment and Apology : o A formal acknowledgment from Shellpoint of these errors and a suitable apology for the undue stress caused.
I anticipate Shellpoints prompt and decisive action to address these issues. The urgency and gravity of this matter can not be overstated, as it has significantly hindered my financial flexibility. I await your detailed response, confirming the steps you will take to resolve this matter.
XXXX XXXX ( XXXX ) XXXX XXXX ShellPoint Mortgage Account XXXX : XXXX
|
| 07/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American |
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I am writing in regards to deed for my home. After 30 years, I made the final payment XX/XX/2021. After weeks, when nothing had come in the mail, I have been trying to find out why. I have been in contact with the mortgage company and XXXX XXXX, trying to get some help. I have literally spent hours on the telephone trying to find out why I have not received it. Supposedly, the mortgage company says they sent it to XXXX XXXX. XXXX XXXX says theyve never received it. I did find out that when the documentation is not sufficient XXXX XXXX rejects it and sends it back to the mortgage company. However, XXXX XXXX does not keep track of those they reject and so I have no way of knowing if they ever got it. Recently, I did receive a copy of what the mortgage company had sent, and I forwarded it to a person in XXXX XXXX XXXX Office and she said if that is what had been sent it was definitely rejected. So, she emailed me a list of things that must be included in order to release my deed. I was able to get the email address for the XXXX XXXX Department of the mortgage company. XX/XX/2021 I sent an email to them requesting they resubmit the information to XXXX XXXX ; I provided them a complete explanation of my issues and frustration trying to obtain my Deed of Trust, with a copy of what must be included to satisfy XXXX XXXX. Isnt it their job to know what should be included and do that?
Four days later they responded the response said I show the original release was rejected by XXXX XXXX and that the vendor has since resent the corrected release back to XXXX XXXX and as of XX/XX/XXXX, the release was still showing out to XXXX XXXX. Whoever sent that response did not even sign their name to the email or offer to follow- up on the status. I spoke with XXXX XXXX twice last week and again I called them today. They still say they have received nothing from the mortgage company. I then called the mortgage company Again and spoke to two different customer service representatives. I never get to speak to the same person because they say they dont have the ability to transfer the call from one to another, so I have to continually go through all of the same explanations. All they can tell me is the same thing Ive heard before that its been sent to XXXX XXXX. They do have it notated that on several of my calls the representative has asked me if I would like to file a complaint and I say yes and they say that they will submit it. On several occasions the person Ive spoken to have told me that when they access my account they do see that the complaints have been notated, but no one has ever called me or acknowledged the content of the complaints in any manner. Today, I asked how they had been sending the documentation to XXXX XXXX and they said by regular mail. It is going to a very small town and it should be sent to a post office box to insure XXXX XXXX office gets it..SO, I provided them with that information. I also asked to speak to someone in the Release of Deed department and was informed that the customer service reps as well as their supervisors cant access that department by phone and neither can customers. That doesnt seem right to me. Shouldnt XXXX be able to speak to someone who is responsible for handling my documentation?
I have tried to bring this whole situation to resolution since XXXX and I cant tell you the number of phone calls and time spent trying to make headway and Im getting nowhere. Today I even requested that they resend the information to XXXX XXXX and I would pay for them to send it by XXXX or XXXX. They said they couldnt do that.
This is a very important document that I need to have in my possession and so, I am hoping you will be able to help me obtain my deed. Thank you, XXXX XXXX
|
| 10/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
|
Shellpoint is at fault for many issues and I am about to retain a lawyer.
1. They keep harassing widow XXXX XXXX XXXX eveyr day even thought she has begged them to stop calling her illegally.
As sheellpoint is a debt collector, they have now violated US laws for debt collectors.
" AST REVIEWED : XXXX XXXX, XXXX How do I get a debt collector to stop calling or contacting me?
You have the right to tell a debt collector to stop contacting you. If you ask a debt collector to stop all contact regardless of the communications channel the collector must stop. Keep in mind, though, that you may still owe the debt.
If you don't want a debt collector to contact you again, write a letter to the debt collector saying so. We have sample letters that you can use to respond to a debt collector who is trying to collect a debt.
The CFPBs Debt Collection Rule requires debt collectors to provide certain information when they first communicate with you, or shortly after, which will often be contained in a letter called a validation notice. This notice includes information about the debt and the debt collector, as well as a tear off form with checkboxes you can fill out to dispute or request more information about the debt. If the debt collector provides a way for you to submit the letter electronically, you can do that instead of sending a letter by mail.
Once a debt collector receives your letter requesting they stop contacting you, theyre not allowed to communicate with you again except to : Tell you there will be no further contact Advise you that they or the creditor may take other specific actions theyre legally allowed to take, such as filing a lawsuit against you '' " Shellpoint legal disclosure information image.png Shellpoint legal disclosure information Shellpoint Mortgage Servicing https : //www.shellpointmtg.com le...
Newrez LLC dba Shellpoint Mortgage Servicing is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that...
2 When asked who acutally is the mortgage note holder for my house, shellpoint has not sent any information to my home address.
3. As a military family they told me a veteran and my mother, a XXXX widow, that they would help offer a deferment plan. That never happened. But again they have not shown me who owns the note.
4. They still didnt apply 3-4 partial payments in spring XXXX before thye received HAF funding.
5. When I pointed out that they have fake five star reviews on many social media accounts they hung on me.
6. They refuse to send ALL documents my home address and isntead try to send them to my mother 's home address.
7. If Shellpoint makes a good offer and can show us who owns the mortgage note chain of custody AND also offers a realistic plan include one of more of the following options Is one of these options right for you?
RefinanceReplace current mortgage with a new loan with new terms ForbearanceTemporarily reduce or suspend monthly payments ReinstatementPay the total missed amount all at once Repayment planPay past-due amounts over multiple months Payment deferralDelay past-due amounts to end of loan term Loan modificationChange the terms of your existing loan then we will wait before suing them for violating earn How the Fair Debt Collection Practices Act Protects You From Harassment by Debt Collectors Mortgage lenders and other debt collectors are well-known for harassing people with consistent, annoying phone calls and threatening messages. Most people don't know that there are laws in place to protect them from these phone calls. The Fair Debt Collection Practices Act ( hereinafter referred to as FDCPA '' ) limits the timing and recurrence of phone calls from creditors AND other violations.
|
| 10/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
Chapter XXXX was discharged XX/XX/2019. In XXXX of 2019, trustee XXXX XXXX sent a final cure of payment to Shellpoint mortgage serving. Per federal bankruptcy law, Shell point was required to respond to the final cure of payment from XXXX XXXX trustee. Shellpoint failed to respond to the final care of payment from the trustee. Without a response from shell point XXXX XXXX file the discharge motion with the XXXX bankruptcy XXXX XXXX California and the discharge was granted on XX/XX/2019.
Approximately three weeks later Shellpointe responded with a bill stating we owe past due {$26000.00}. This letter from shell point was almost immediately sent once chapter XXXX was lifted and the protection was lifted. We reviewed the Shell point statement of the past amount due of {$26000.00} and based on our records we were approximately three payments missed with a total of {$12000.00}. We contacted shell point mortgage servicing and spoke to a representative and told us we were approximately eight payments behind. For approximately one month we spoke to between 15 and 20 different representatives at shell point and could not get a definitive answer on which payments were missed ... what months and years. First representative stated that the payments were missed during post petition bankruptcy. A second group of representative stated that the payments from the prepetition bankruptcy. Which lead to us being very confused about what payments were missed, we were told numerous different stories from numerous different representatives, all of representatives were professional and patient but none of them could give us an answer on where these missed payments originated from. On XX/XX/2019 we submitted an email request to shell point loan services.
We were told by mortgaging services at Shell point to email a complaint and request for the billing statements for the past five years. On XX/XX/2019 we received notice of default and intent To accelerate. We received this letter from shellpoint on XX/XX/XXXX stating we have 30 days from XX/XX/XXXX to pay approximately {$31000.00} or foreclosure proceedings would begin. They would not let us speak to anyone regarding this, we were told to email inquiries to XXXX and they would get back to us, which they did on XX/XX/2019, the day before the money was due. On XX/XX/2019 we paid the requested amount of {$26000.00}, because of the threats of losing our home.. putting us back in debt.
We contacted XXXX XXXX trustee, our lawyer, and the chapter XXXX court. There was no record of shell point ever responding to the final cure of payment. We spoke to numerous shell point representatives asking why they failed to respond to the trustee with negative results. XXXX bank which has our second mortgage responded immediately to the final care of payment. XXXX gave us an itemized bill stating the months and years and amounts of missed payments. Chases response to the final cure in a timely manner which gave us an opportunity to formulate a plan of repayment which we successfully completed. We believe Sharpoint intentionally ignored the trustees final care of payment does lifting the bankruptcy protection and ambushing us into a bill of {$26000.00} and the threat of losing our home. To this date shell point still has not provided the exact dates Of these alleged missed payments and we have record of all payments. We received the itemized statement from Shellpoint XX/XX/XXXX, it listed lawyer fees for foreclosure, property inspection fees appraisal fees and legal fees for foreclosure as well as winterization fees. Sharp point mortgage clearly violated federal bankruptcy laws 3002.1g where they shall respond to the final care of payment from XXXX XXXX XXXX bankruptcy court.
|
| 12/09/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Settlement process and costs
|
|
Web |
Older American |
|
RE : Complaint # XXXX Subject : XXXX / Foreclosure / Trustee 's sale On XXXX XXXX, XXXX per above foreclosure assignment our house was sold back to bank at {>= $1,000,000} at XXXX XXXX XXXX XXXX, XXXX XXXX sale location and since then Shellpoint mortgage and XXXX harassing us to vacant the premises within about 3 week and so, otherwise we will be forced by sheriff to vacant our home. My wife and I are so appreciative of your support so far but we are so depressed and need special attention ASAP. Following to our XXXX XXXX, XXXX I have noticed that all of our letter did not delivered properly so please find remaining information as follows : pay {$20000.00} / deed in lieu, and recommended if you wanted to save your home find the appropriate law firm accordingly.
7. On XXXX XXXX, XXXX we sign agreement with XXXX Law Firm to solve our mortgage problems. XXXX Law Firm continues communicating to come with a solution with XXXX XXXX XXXX and XXXX that was also part of the mortgage assembly. Finally for the reason of diversity of violation and illegal conduct our attorney filed lawsuit against XXXX XXXX XXXX and XXXX XXXX. " Complaint for Damages and Equitable Relief ''.
8. While our complaint and lawsuit has been continuing with XXXX XXXX XXXX, XXXX, XXXX that transferred our mortgage service to Resurgent Mortgage, Resurgent mortgage also transferred our loan to Shellpoint Mortgage servicer.
9. From XXXX XXXX, XXXX through XXXX XXXX we have attempted to another modification with Shellpoint, every single document delivered on time precisely as requested. Shellpoint repeatedly keep asking for the same documents.
10. Shellpoint failed to provide a response and knowingly placed our home into the foreclosure act, before delivering the modification result. More than two months later XXXX XXXX received the XXXX response letter while our home was under foreclosure act. So, lawsuit filed for Shellpoint misconduct. Knowing that our home would not be foreclosed on while being considered for a XXXX. We are, so much wrongdoings and delinquencies.
11. Shellpoint intentionally ignored to attend on XXXX XXXX, XXXX mediation meeting that Was assigned by XXXX Court. So, no settlement dialog took placed. More importantly just how Shellpoint possibly jeopardies us and assign our home for a Trustee 's Auction Sale dated XXXX XXXX, XXXX while must attend on coming XXXX XXXX, XXXX for a Mandatory Settlement Conference before the Honorable Magistrate judge XXXX XXXX at the XXXX XXXX Courthouse and as well as their unresolved lawsuit.
12. On XXXX XXXX, XXXX settlement Conference XXXX XXXX XXXX XXXX XXXX, and Shellpoint did not agree with our claim and only offered $ XXXX /deed of lieu to avoid foreclosure. I am not sure what is going own, because our attorney at XXXX Law firm field a request / restrain to the court and given that the Court just denied the request knowing that our attorney who put the lis pendens lien on our property as he indicated that he did, then there is no basis to claim an interest to the title according to our attorney that apparent attempts to get an injunction to stop the foreclosure have failed, now asking me to agree to remove the lis pendens I am puzzled and not knowing of all these notions.
CONCLUSION : We are amazed of so much wrongdoings and delinquencies. It seems very strange by what method our home loan modification continued with no result since XXXX XXXX. The mortgage servicers asking for a bundle made-up reasons, unpaid balances and late fee charges etc., through past years and If today these mortgage servicers claiming substantial unpaid balance that we must pay, it is wrong and because of their own wrong doing. According to the office of Assessor Recorder XXXX
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| 11/03/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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Web |
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" NOTICE OF ERROR '' In XXXX XXXX was transferred a mortgage the transfer notice listed errors such as the amount of money owed improper escrow accounts and a wrong monthly payment this loan was modified by a chapter XXXX bankruptcy in XXXX with a reaffirmation agreement showing a {$55000.00} reaffirmed balance at a rate of 5.25 %. The statements listed a principle amount of {$72000.00} with a payment of {$500.00} which is a violation of the bankruptcy agreement and Regulation X as defined in 12 CFR 1024.38 ( a ). I notified XXXX by a QWR of the errors listed on the account XXXX with no respones also a violation of XXXX CFR XXXX. XXXX continued sending me incorrect monthly statements show not only the wrong amount of principle and interest escrows and now listing a deferred balance of {$17000.00} which was the exact amount of the reduction of the reaffirmation agreement this was a clear violation of the U.S. bankruptcy law and as defined in CFR 1024.35 ; 1024.41 ; 1024.33. I repeatedly contacted XXXX and finally one year later per XXXX records the company adjusts the loan amount to match the reaffirmation agreement signed in XXXX and did not notify me this is a violation of CFR.1024.38 ( a ) ( b ). The XXXX monthly billing statements changed to informational statements and as of XX/XX/XXXX did not list any amount due but only to pay according to the terms of the bankruptcy plan this was is clearly a violation of CFR 1024.38 ( a ) ( b ) ( 4 ). This went on for many months of not receiving any clear monthly billing statements on what I owed I threatened to contact the CFPB and about the loan and in XXXX XXXX retained a law firm called XXXX to foreclose on my property at XXXX, Ohio XXXX. My loan number attached to this property was XXXX and was being serviced by XXXX mortgage service during the foreclosure turned over to XXXX a XXXX company. Per the court records this complaint was filed on XX/XX/XXXX and then listed a Plaintiff of XXXX XXXX/XXXX/XXXX all monthly statements from XXXX listed only the deferred P & I of {$17000.00} " bank bankruptcy money '' and pay as to the plan.
On XX/XX/XXXX I received a notice of assignment, sale or transfer of ownership of mortgage ( 15 U.S.C. 1641 ( g ) ) stating that my loan had been sold to XXXX aka XXXX. The sale date was XX/XX/XXXX and the letter listed a new service providers contact information.Then I received a letter for shellpoint mortgage indicating that as of XX/XX/XXXX Shellpoint had taken over my account. I informed Shell point by a CFPB report and a QWR the status of my loan was in a foreclosure and was told that by shell points records it was on hold this was a phone conversation. I included a letter in the CFPB complaint in XX/XX/XXXX of the same. On XX/XX/XXXX I received a response letter from Shell point that confirmed the mismanagement of the previous loan service. But Shell point has ignored the foreclosure still taking place on the property by XXXX attorney still only representing the old owner of the mortgage by record in the courts. Now when I contact Shell point they transfer me to that attorney and I want to know why? I am not listed in any suit against XXXX or Shell point. It is plan to see that the attorney representing the old investor and now shell point are both dirty in the concealment of the transfer of ownership of the mortgage from the courts eyes and now both have been notified of there illegal actions by this letter of error and the QWR listing the facts in XX/XX/XXXX. By the mortgage being sold to XXXX the foreclose should be dismissed and Shell point should follow the correct Loss mitigation procedures set in place by 12 CFR 1024.41 as this is a new loan to them and the investor as of the date of transfer.
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| 09/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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i received HAF funds form state of maryland for my loan that is serviced by shellpoint.
the haf funds were to help pay for issues I experienced due to XXXX and the pandemic.
I see many other complaints on CFPB state that Shellpoint has not applied HAF funds in many cases.
There should a be class action lawsuit filed by everyone impact.
Additional HAF funds were offered to be but again Shellpoint still hasn't replied to the state of maryland for this second round of funding which would pay any outstanding amounts.
They pretend the state has not rpelied to them, but the sate records every inbound and outbound email, phone call, and snail mail.
ALSO stop harassing me all the time while I am in process of getting additional CARES ACT HAF funding! They are ignoring state of maryland HAF rules " servicers should depending upon actual DHCD HAF processing times, to extend the pause in their resumption of demanding payments to ensure that borrowers are able to take advantage of HAF opportunities to save their home. Servicers must show proof og regular communication with DHCD to determine actual HAF processing times.
Additionally shellpoint has violated They never signed d DHCD 's HAF Servicer Collaboration Agreement and has abided by its terms as of XX/XX/XXXX.
Also I can not log into the account I created with shellpoint/ newrez via their replies on this platform. email address is XXXX but they wont send new password and keep using my XXXX XXXX XXXX XXXX XXXX account very fishy and sneaky.
alsop the only contact they send me via mail was a blank page! found this blog posat also Shellpoint 's Missteps : A Deep Dive into HAF and Foreclosure Protocols Hey there, legal enthusiasts! As I navigate XXXX XXXX XXXX XXXX XXXX XXXX I've been diving deep into some of the latest court cases and legal controversies. One that caught my attention recently involves the servicer, Shellpoint, and their alleged missteps concerning the Homeowner Assistance Fund ( HAF ) program. Let 's break it down : Understanding HAF and 12 U.S.C. 1024.41 : For those unfamiliar, the HAF program is a form of loss mitigation. According to 12 U.S.C. 1024.41, servicers aren't typically required to delay foreclosure if they've complied with all requirements and the borrower has been delinquent consistently since their last application. But here 's where it gets interesting...
The Non-Delinquency Curveball : Word on the legal street is that a borrower, after receiving HAF funds in XXXX, maintained a clean slate and wasn't delinquent at all times post-receiving the funds. This throws a wrench into the typical protocol and could change a servicer 's obligations.
Shellpoint 's Alleged Blunders : Now, if rumors ( and recent court findings ) are to be believed, Shellpoint might have dropped the ball. They reportedly failed to notify borrowers about the initiation of HAF funds for states in XXXX. This oversight, if proven true, could mandate them to hit the brakes on the foreclosure process until a second HAF application gets the green light.
State-Specific Nuances : A quick reminder for my readers - foreclosure laws aren't a one-size-fits-all deal. They can vary from state to state, and there might be specific HAF guidelines unique to each jurisdiction.
Given the recent court case findings against Shellpoint, it seems they might be in hot water. If they indeed violated protocols, it could set a precedent for how servicers handle HAF and foreclosure processes in the future.
As always, this is just my take as XXXX XXXX XXXX XXXX. If you're facing a similar situation or need legal advice, always consult with a professional. But for now, keep your eyes peeled for more updates on this case. Until next time, XXXX XXXX
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My name is XXXX XXXX, and my late wife 's name is XXXX XXXX. I have a XXXX daughter as well. I have been paying off my mortgage on my house for the past 12 years ( {$2600.00} per month ). I have never made a late payment in this period. During this time, the mortgage was sold to different companies ; currently, it is under Shellpoint Mortgaging Services. It has been so long that I do not even remember the original mortgage lenders. In XXXX XXXX XXXX my place of employment was shut down due to Covid-19 surges. Because of this, I applied for forbearance on the mortgage. Around 10 months later the shell point granted forbearance for 3 months. I appealed to this because I was behind 10 months due to their delayed response time. I called them and let them know my situation for the second time and they told me to apply for forbearance again. I applied again and there was a 7-month delayed response, but they granted the forbearance again for another 3 months when I asked for a year of forbearance. At this point, I was very behind on payments due to their lack of diligent response. I requested Shellpoint to resume the acceptance of my payments around XXXX of XXXX, as family members were helping me pay ( I still was unemployed at this time ). Shellpoint responded by saying that they would call me again in 2 weeks so I could resume payment. I never received a call from them. I called them again at that point, after the 2 week period asking specifically for the supervisor because the person who was tasked with my mortgage case was giving me a hard time. The supervisor took around 10-15 days to finally call me back. When I finally made the complaint to the supervisor, detailing that I wanted to resume payments ; she said that she would change the employee assigned to my mortgage but that I couldn't resume monthly payments until I paid off the entire $ XXXX {$20000.00}. I called them back and insisted that I wanted to resume monthly payments. I said that I could pay {$5000.00} to help in catching up. The supervisor took the payment, the next month I tried to pay again and they didnt take it. I called again the next month and offered to make a payment of {$3000.00} with resuming the monthly payment. They didnt take the money, so I asked for the supervisor to call me back. 2 weeks later the supervisor called and by that time the next month had started. She didnt want to resume the monthly payments, but she asked how much I could pay the same day and I gave her the {$3000.00}. Every month I tried to pay them, but they wouldnt accept anything. I called them every month to ask them to take the monthly payments, they continuously said that they wanted me to pay the lump sum. I am still currently unemployed and I am $ XXXX {$50000.00} behind, and Shellpoint has filed my house for foreclosure. They are now asking for {$420000.00} in full. My complaint is that they were not taking my payments and they are now purposefully putting the house on foreclosure. I can not pay {$420000.00}. The mortgage is under my wife 's name, I couldnt put it under my name. I can not get any government grants because of this, in order to pay them off. There are other Shellpoint customers that I know are going through this process of putting customers behind on payments, and putting them on foreclosure. Night and day I am getting calls from the Shellpoint collection agency asking for the payment of {$420000.00}. I was begging them every month to take payments and now they are wrongfully putting my house under foreclosure. I would like the Attorney General to investigate Shellpoint, as they are not following rules and ruining peoples lives. They have no one to answer to, and this is why they are getting away with this.
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| 06/09/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
Older American, Servicemember |
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In XXXX of XXXX, my wife XXXX and I, entered into a land contract with Indiana licensed realtor XXXX XXXX, to purchase a home at XXXX XXXX, XXXX XXXX, Indiana for {$180000.00}. We agreed upon and paid to him a down payment of {$12000.00}. Beginning in XXXX XXXX, we made timely monthly payments of {$1400.00}. In XXXX of XXXX, after we had made {$14000.00} in payments on the home we discovered, after being served foreclosure paperwork, that he failed to pay his mortgage causing XXXX, his mortgage holder to foreclose. ( see attached ).
In XXXX, we reached an agreement with XXXX XXXX and XXXX to assume the morgage but the bank never provided the assumption documentation until XXXX XXXX, XXXX. Since that time the Indiana Attorney General 's Office in response to our request did open an investigation. Please find attached, the " Final Order Accepting Proposed Findings of Fact, Conclusions of Law, and Order " Order '' ), '' filed XXXX XXXX, XXXX by the Indiana XXXX XXXX XXXX. Therein, it proves XXXX XXXX stole {$26000.00} from us in the form of monthly payments and down payments which were to be used by him to pay his mortgage, which he did not do. We have also spent more than {$20000.00} on the home for improvements ( new washer and dryer, new furnace, landscaping, etc., ) which the Order notes.
On XXXX XXXX, XXXX, Shellpoint Mortgage Servicing ( " Shellpoint '' ) finally provided us with the paperwork to apply for the assumption of the mortgage of XXXX XXXX on the above referenced property.
Since that time, we have on several ocassions provided documentation to Shellpoint assuming we had fulfilled its requirement, only to then be told either that Shellpoint had not received the requested documents or the documents received were deficient. We were only told of a deficiency after we contacted Shellpoint.
We filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding this matter Case Number XXXX. On XXXX XXXX, XXXX, after receiving and reviewing Shellpoint 's response to the CFPB complaint our Attorney XXXX XXXX responded with a letter to XXXX XXXX XXXX, Shellpoint Mortgage Servicing providing what he was told we would need, an authorization from XXXX XXXX, which he immediately provided.
Last week, after receiving your " Praecipe for Sheriff Sale, '' we understandibly were shocked, an again contacted Shellpoint and was told by XXXX XXXX, Shellpoint Mortgage Servicing, that the we had not responded to Shellpoint 's XXXX XXXX, XXXX, response to their complaint to CFPB ( which had never been mailed, emailed or faxed directly to us but was attached to an email response to the CFPB ) when in fact our Attorney XXXX XXXX memorialized his contact with XXXX XXXX XXXX, Shellpoint Mortgage Servicing, providing her with what she stated she need after reviewing that response. ( See attached ) We are again working with Shellpoint, this time with a XXXX XXXX XXXX, to provide them with documents. You should note that after we spent a week XXXX XXXX, XXXX ( 1 ) being hung up on by " XXXX '' a Shellpoint employebye who apparently did not want to look thru his records for their authorization, ( 2 ) leaving numerous voice mail messages with Shellpoint employees only to be told their call would be returned in 24 hours ( but never were ), they finally reached a gentlemen at Shellpoint that was kind enough to tell them exactly what documentation they need. We are now again in the process of again gathering the documents and getting them to Shellpoint this week.
We have asked Shellpoint 's law firn to cancel the praeciped for a sheriff 's sale as it would seem appropriate to allow the assumption process to be complete.
I an XXXX veteran, this should never happen to veterans.
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| 06/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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The NewRez loan servicer company that is part of Shell Point Mortgage, is a horribly run business without the ability for business units to speak to each other. While being bounced around between customer service, insurance, and escrow, I can see there is no congruity or ability to work together to resolve a customer 's needs and actually caused me many hours on the phone during my normal workday. I had to re-enter my personal information for each new department and any time someone said " let me connect you with them '' it was a blind call transfer which required more on hold time. They appear to have no way to escalate an issue to a reasonable altitude to resolve an issue and only have the different departments point a finger at each other.
This experience started in XXXX when they picked up my re-fi and created an escrow account for flood insurance. After repeated requests between XX/XX/XXXX and XX/XX/XXXX, this company has ignored the exceptions built into the Homeowner Flood Insurance Affordability Act of XXXX. I've carried my insurance through the XXXX for 10 years now and I should be allowed to maintain that relationship instead of being forced to contribute to an escrow account that doubles the cost of my flood insurance. At the very least this company should be able to say, " if you submit proof of insurance, we will return your escrow to you in full '', but they don't appear to have the forethought or ability to perform this simple action.
The removal request I sent in included the below text : 339.5 Escrow requirement.
( a ) In general -- ( 1 ) Applicability. Except as provided in paragraphs ( a ) ( 2 ) or ( c ) of this section, an FDIC-supervised institution, or a servicer acting on its behalf, shall require the escrow of all premiums and fees for any flood insurance required under 339.3 ( a ) for any designated loan secured by residential improved real estate or a mobile home that is made, increased, extended, or renewed on or after XX/XX/XXXX, payable with the same frequency as payments on the designated loan are required to be made for the duration of the loan.
( 2 ) Exceptions. Paragraph ( a ) ( 1 ) of this section does not apply if : ( i ) ... ...
( ii ) ... ...
( iii ) Flood insurance coverage for the residential improved real estate or mobile home is provided by a policy that : ( A ) Meets the requirements of 339.3 ( a ) ; 339.3 Requirement to purchase flood insurance where available.
( a ) In general. An FDIC-supervised institution shall not make, increase, extend, or renew any designated loan unless the building or mobile home and any personal property securing the loan is covered by flood insurance for the term of the loan. The amount of insurance must be at least equal to the lesser of the outstanding principal balance of the designated loan or the maximum limit of coverage available for the particular type of property under the Act. Flood insurance coverage under the Act is limited to the building or mobile home and any personal property that secures a loan and not the land itself.
( b ) ... ...
( c ) Private flood insurance -- ( 1 ) Mandatory acceptance. An FDIC-supervised institution must accept private flood insurance, as defined in 339.2, in satisfaction of the flood insurance purchase requirement in paragraph ( a ) of this section if the policy meets the requirements for coverage in paragraph ( a ) of this section.
339.2 Definitions.
Private flood insurance means an insurance policy that : ( 1 ) Is issued by an insurance company that is : ( i ) Licensed, admitted, or otherwise approved to engage in the business of insurance by the insurance regulator of the State or jurisdiction in which the property to be insured is located ;
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| 10/17/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
|
My VA Home loan was initially financed and managed with DITECH. In XX/XX/XXXX I XXXX with the XXXX XXXX XXXX to the XXXX XXXX and filed for deferment with the Mortgage company. Ditech at first did not comply with the request under SCRA and I had to contact the CA JAG Office for assistance and been working with XXXX XXXX XXXX since. XXXX XXXX was able to solve the issue and Ditech send out a letter of agreement to defer the mortgage for a year starting XXXX XXXX and ending XX/XX/XXXX resuming regular payments XXXX XXXX. So far everything was fine till XX/XX/XXXX.
In XX/XX/XXXX we received a letter that Ditech had sold the mortgage to NewRez LLC/Shellpoint Mortgage Servicing. New Rez discontinued the deferment and collected the full payment in XX/XX/XXXX. I contacted New Rez several times and asked to honor the Ditech agreement since the company bought the mortgage with all obligations. Responses from New Rez where generic and not satisfying avoiding a concrete answer. At that point I contacted XXXX XXXX again explained the situation and an agreement was made to honor the agreement and escrow only payments should be made starting XX/XX/XXXX and ending XX/XX/XXXX continuing regular payments starting XX/XX/XXXX. The payments were processed by XXXX XXXX Compliance Team Lead from Shellpoint Mortgage.
Since the start we had nothing but trouble with New Rez and decided to look into refinancing with another lender and here it starts, while getting a green light from the underwriter at the end of a week on a Friday the following week we were contacted by the loan Officer from accelerate mortgage that New Rez had stated directly to the underwriter that I had not made any payments since XX/XX/XXXX while 6 weeks prior New Rez stated on conference call my account is in good standing and all payments were made. The conference call was also the only time I gave permission to relay information about my account. I followed all obligations and made all payments according to the agreement therefore, making a statement about none payment for several intervals to the underwriter is a false claim and the result is that the process is delayed since. In addition, New Rez / Shellpoint only sporadic reported to the credit bureaus resulting in to not up to date numbers on my credit report. While deducting deferred interest and principle on the account New Rez did not reported any changes to the credit bureaus resulting in different numbers on my credit reports now why still waiting on the decision of the underwriter NewRez reported on my credit an increase of the exact deferred amount of Interest and principle resulting in a report of balance of {$290000.00} in my credit history. The account had a balance of {$290000.00} by the time we started deferring. The false reporting of the numbers resulted in a drop of my credit score and probably is adding to the delay of the underwriters decision. Furthermore, XXXX XXXX did not process the escrow only payment in XXXX so that I had to write numerous emails and contacted the judge advocate. XXXX XXXX did not respond to direct questions via email. XXXX XXXX called me directly later and wanted to talk about the account and stated since a payment was deferred the account is now a month ahead so I have to pay in advance, before hanging up I had to tell her to process the XXXX escrow only payment to not be delinquent for the pay period. I later researched the statements and found that the XXXX statement showed no transaction but all payments were made on time every month.
The above stated actions from the New Rez / Shellpoint resulted not only in financial damage it also created stress and XXXX for me and my family. Nothing has been resolved.
XXXX XXXX
|
| 01/18/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
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Shellpoint Mortgage has shut the door on my family and put us into foreclosure without giving us a fair chance to fix the problem. My grandfather bought this land 40 years ago and this home loan that is managed by Shellpoint was taken out in XXXX. This is the home that our family grew up in. When my mother passed in XX/XX/XXXX I the daughter and rightful heir was living with her and my aunt XXXX was executor of the will and contacted Shellpoint and told them that the house had been deeded to me and my sister and that I would be taking over the mortgage payments. I am contacting your agency because I am very concerned about the way that Shellpoint has handled the servicing of this loan since I became the owner. Our family has paid as agreed for nearly 25 years and this loan is close to being paid off. However due to the questionable business practices of Shellpoint and employee XXXX XXXX I am facing foreclosure on our family legacy. They have denied me access to assistance programs to help me resolve missed payments and have not played fair or been reasonable.
I took over the mortgage payments not long after my mother passed. In early XXXX my hours were reduced at my job and I had just been XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( ages XXXX and XXXX ). The combination of income loss and additional expenses to care for the children who were now living with me was overwhelming and I missed the mortgage payment in XXXX. I contacted Shellpoint in XXXX to discuss options to help with the mortgage payment. I was told I could apply for assistance programs online but had trouble with their system and after multiple attempts ended up scheduling a phone call in which the agent questioned me about the household income and expenses at that time. Shellpoint came back a few weeks later but I was not offered a loan modification or deferment or any type of real help ; instead their agent offered a payment plan which required me to bring in a {$5000.00} lump sum down payment plus the regular mortgage payment ( total of about {$6200.00} ). This was difficult to afford at that time but I was able to scramble and get the money together but then my car broke down and it cost over {$1000.00} to repair and it was necessary for me to keep my job so I paid for the repair.
.
I emailed my Shellpoint contact XXXX XXXX to tell him I had the majority of the payment and asked if I could have an extension until XX/XX/XXXX to pay the full amount. XXXX XXXX said that there were no options and that the plan would be cancelled because I would be late with 100 % of the funds. I then asked if there was a way they could try to do a new repayment plan or review me for some other type of plan -- -he said that the account was being pushed into foreclosure status in XXXX. He said they would only accept full reinstatement of funds and that the money had to come via wire transfer or certified funds. Shellpoint denied access to programs designed to assist struggling borrowers based on a verbal interview of income and expenses at that time.
Shellpoint has pushed our home into foreclosure without ever reviewing our current and correct financial information. Our financial circumstances have changed as I am back working full time as XXXX XXXX XXXX as well as becoming a XXXX XXXX XXXX XXXX XXXX business. Additionally my father has moved in and is contributing towards the household expenses with his retirement income. The only option Shellpoint considered was a repayment plan with a huge down payment on our home that we have lived in for 24 years. This home is almost paid off and Shellpoint is engaging in unethical servicing practices in an attempt to steal our familys legacy and equity and this will not stand!
|
| 08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hi, My mortgage company is NEWREZ LLC, they have defaulted on paying my property taxes for last 6 months. My escrow account always had XXXX usd more than amount needed for payments. i have never defaulted on any payments on my end.
I received a delinquency notice on XXXX XX/XX/2020 and i called Newrez the next day, followed my a written email with a scan of notice attached. Email was dated XXXX XXXX XXXX.I followed up in writing on the XXXX XXXX and XXXX XXXX as well as spoke with multiple customer care reps during this time and was always promised it will be sorted in 24-48 hours. Then on XX/XX/XXXX I received a written apology from newrez and an amount of XXXX was debited from my escrow account. This is where i assumed the money would have been paid to my county. To my surprise taxes were still not paid when i checked my borough website on XXXX XXXX. i sent another email in writing and called customer again, again all i got was it will be sorted in 24-48 hours.I sent another written email reminder on XXXX XXXX to state property tax payment has not been received my borough. OnXXXX of XXXX i wrote to my borough tax person to explain my situation with written proof and requested to not put a lein against my property. On XX/XX/XXXX I wrote to NewRez again to highlight that while now after 3 months delay property taxes were paid, however they didnt pay correct penalty/ interest to the borough. The payment was short by XXXX USD. On XXXX XXXX, I sent another email stating payment for XXXX usd is not done. I gave atleast 2 calls to Newrez in addition to writing the emails. On XX/XX/XXXX, i sent another reminder for the XXXX usd, followed by another reminder on XX/XX/XXXX for the same. On XX/XX/XXXX i got another delinquent notice for XXXX usd ( XXXX + interest ) which i scanned and shared on the same day on email. I gave another call to customer care only to hear the same 24-48 hours fake promise.Another written reminder was sent on XXXX XXXX along with a reminder to highlight approaching due date of XX/XX/XXXX for next installment of property taxes. I also called customer care twice to request my taxes to be paid on time. Again my escrow had sufficient balance to cover the property taxes.On XX/XX/XXXX XXXX usd were debited from my account but they still have not been paid to my borough as of today XX/XX/XXXX. i have sent written reminders on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I also called several times.Everytime I was promised a call back with resolution but the call never came. I reached out to newrez on their XXXX account and they reached back saying someone will call me. A lady did call me during lunch and i requested a call back in 5 mins, the call never came back. Then I messaged newrez on XXXX and and after 2-3 days the lady representative from newrez called. To my surprise she wasnt aware of my case details and had no explanation for why this happened or by when will this be resolved or what will newrez do to avoid a repeat in future. Then today i realized newrez debited my escrow XXXX usd on XX/XX/2020, these are penalty charges for late payment of XXXX taxes, which newrez confirmed they will pay. Now everyday i am accuring late payment interest and a risk of a lien againt my property for no fault of mine. infact i have tried my best to follow-up via written as well as over the phone conversation, however i am not able to get any resolution. I write to you now, hoping the authorities can help me get this resolved asap. I have all emails saved and newrez will have all phone records as well. I am happy to provide all emails or any other documents needed from my end. Please help me, I am in a lot of mental stress for last 6 months with no end in sight.
Regards
|
| 11/20/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Last year around this time, I tried with New Penn Financial to obtain a refi via the XXXX program. I had some issues, and at the end I was told by XXXX XXXX that I had too many inquiries and we could try next year. Several weeks ago, I stated getting calls and email from him advising that XXXX had some new guidelines, and that It could benefit me. I responded in an email to him, I did n't want to go throught this again and end up getting additional hard inquiries on my credit file.
Email from XXXX XXXX on XXXX XXXX.
XXXX, I am following up on a refinance application you had with us about a year ago. At the time, unfortunately at the time we were unable to move forward, however now we have rolled out some guideline enhancements to that program and based off of your old file it looks like you may qualify for a significant payment reduction. Please give me a call when you get this so we can discuss in more detail.
XXXX XXXXSenior Mortgage ConsultantXXXX # : XXXXMy Reply on, XXXX XXXX ; Hello XXXX, what has changed since last year? - I do n't want to add more credit inquiries on my file ; I can tell you right now, that my credit score is XXXX. My wife is still in the XXXX hundreds.
XXXX XXXX XXXX on XXXX XXXX : XXXX, The majority of changes that were made is that they eased the credit requirements that allow more files to be able to run with an approval. While I understand you do not want any inquiries, I would say the potential reward for taking another look would be worth it. Your credit score is well above what we need, and rates are still low. As long as you have n't missed any mortgage payments lately I think we have a good chance to get the refinance done this time around. The XXXX program also comes to an end XXXX/XXXX/XXXX so it 's a good idea to try and take advantage of it while it lasts. Let me know if you would like me to run some new numbers for you when I am back in the office tomorrow morning.
XXXX XXXX XXXX XXXX XXXX.
XXXX, Good afternoon, I hope you had a great weekend. I just wanted to follow up and see if you had given any thought to revisiting the refinance. I already have all of the necessary information on file, all I need is your ok to take another look and see if we can get the refinance done this time around. Let me know if you are interested or have any other questions/concerns. Thanks.
XXXX XXXXSenior Mortgage ConsultantXXXX # : XXXX XXXX, on XX/XX/XXXXXXXX, I sent a letter to XXXX and also XXXX line for help and today, I was called back a lady from the Bank 's executive office. They wanted to know what you mean by " they are reporting the loan delinquent XXXX. '' She told me, they do n't report to the investors. So, if can be more specific, it will help. I filed for bankruptcy XX/XX/XXXX, I had a lot of accounts in delinquent status. The last time this loan was late, was XXXX XXXX.
XXXX XXXXNo Response : From XXXX XXXX, on XXXX XXXX ; XXXX, I 'm very concern that I have not heard back from you. Before I reached out to you, you made several calls to me, now it looks like all is dead, no calls.
I need to know where you get the information that XXXX is reporting my loan delinquent to XXXX XXXX and also, I now a little about the XXXX guide line, and XXXX of the requirements is " You are current on your mortgage, with no 30-day+ late payments in the last six months and no more than XXXX in the past 12 months. " And, as I advised you the last time we paid this loan late was XXXX XXXX. The last time we talked, you have mentioned just me on the new loan, but for XXXX my wife and I are on the loan, I do n't we can change that using HARP, so that brings me to think that you tried to do this a different way.
Please advised, Thanks, XXXX
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| 04/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I closed on a home ( XXXX XXXX ), with taxes and insurance not subject to escrow. By XXXX, XXXX the loan had been sold two times ( meaning, the third servicer by XX/XX/XXXX ), with the final servicer listed as Shellpoint Mortgage.
1. I received notice of the transfer to Shellpoint at the end of XXXX, by which time I had already paid the XX/XX/XXXX payment to the 2nd servicer. Well, in midXXXX I received a notification of late payment from Shellpoint indicating failure to pay the XXXX payment due. I called and advised the payment was made to the 2nd servicer, and Shellpoint did not provide adequate notice to me regarding the transition in order for me to direct funds to Shellpoint ( additionally, the notice the company originally provided stated the company would coordinate with the 2nd servicer if I already made payments to that servicer ).
2. I received notice at the end of XXXX that the company needed satisfactory evidence of insurance, which I did have established at the time of loan closing. I submitted the evidence of insurance, but a few months later received notification the evidence was incorrect. I submitted evidence again, but was then advised my name on the insurance policy did not match the name on the loan ( the policy did not have my first name, but just had my middle and last name, while the loan documents contained my official legal name ). I contacted the Shellpoint to discuss the issue and was advised my insurance policy had lapsed in coverage, which surprised me as I paid for the full year of coverage at loan closing. After discussing the issue further, we realized Shellpoint used the insurance information provided by the closing lender rather than reviewing the Settlement statement which contained the actual insurer. You would think the servicer would use the Settlement statement as the basis for determining insurance ( and the nature of the loan transaction! ).
XXXX. I coordinated with Shellpoint and the actual insurer to provide the necessary documents ( corrected name and certificate of insurance ). The insurer provided the corrected documentation.
4. At the beginning of XXXX, I received notification Shellpoint had placed insurance on the mortgage due to the company 's determination of lack of satisfactory insurance for the XXXX period. Despite having a call with the insurer and Shellpoint ( see XXXX ) Shellpoint advised the insurer what was required, and the insurer provided the documentation, Shellpoint then decided the documentation for XXXX was actually not sufficient. Instead of contacting the insurer to clear up the issue, Shellpoint added the insurance for XXXX period. I advised Shellpoint there was a discrepancy with the forced placed insurance, but I never received contact from the company to address the matter ( nor did the company contact the insurer ).
5. Today, I contacted Shellpoint because the issue is still not resolved, 2 months later, and the company will not remove the insurance. I spoke with a servicing manager ( insurance ), as the customer service representative was little help and we were disconnected twice.
This company should not be servicing loans. Either it does not have sufficient personnel to support the servicing, or it does not have effective processes and systems to facilitate servicing ( note : I mention systems, because the organization had a system update a few months ago and when I attempted the make a loan payment, the system did not recognize my mortgage information and I was locked out ). When I contact the organization, they do not appear to be familiar with the loan history. I don't know if Shellpoint outsources the loan servicing or it really is an ineffective service in-house.
|
| 01/11/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Newrez took over servicing on my loan XX/XX/XXXX from their sister company XXXX XXXX XXXX My monthly payment has never included escrows as we handled those ourselves. The XXXX XXXX XXXX only payment has always been {$1900.00}. On XX/XX/XXXX Newrez took a payment out of bank account for {$5500.00}. I immediately reached out to them via phone. I was told I needed to submit an inquiry through the website, they would do an escrow analysis, and I would have a response within 30 days. on XX/XX/XXXX Newrez took another payment for {$5500.00}. I again immediately called and was told I should have a response soon. I received an email from XXXX XXXX, a manager. She told me she was working on the issue and going to get the insurance escrow refunded. After spending a week doing diligence on the loan she came back and said XXXX had force placed insurance and that was getting refunded but Newrez had also paid the property taxes on XX/XX/XXXX AFTER I initiated the inquiry and they could not get a refund from the county on the taxes.
I received communication from Newrez Compliance Department on XX/XX/XXXX regarding my recent inquiry concerning monthly payment and escrow issues that began ( and have persisted ) following the servicing transfer of my loan to Newrez on or about XX/XX/XXXX. The purpose this complaint is to escalate these issues to your attention and put you on notice that Newrezs response to my concerns has been completely unacceptable.
Newrez records will reflect, the originating lender on the above-referenced loan granted me an escrow waiver such that my property taxes and homeowners insurance have never been included in my monthly mortgage payment since the inception of the loan. Newrez erroneously established an escrow account for my loan at the time of the recent servicing transfer which thereafter resulted in a cascade of additional errors including : ( 1 ) the incorrect purchase of lender-placed insurance for my property; ( 2 ) the erroneous escrowing of monies for taxes and insurance ; ( 3 ) a significant increase to my monthly mortgage payment ( which has been automatically withdrawn from my checking account for the last two consecutive months ) ; and ( 4 ) the incorrect disbursement of payments in the amounts of {$6600.00} and {$5500.00} for my county and school taxes, respectively, ( which, as your records will reflect, had already been paid ).
The response I received from Newrez Compliance Department admitted the error and apologized for their " erroneous creation of an escrow account '' but indicated that refunds for the disbursements at issue could not be obtained. Also concerning is the fact the letter was completely silent as how Newrez plans to rectify this issue moving forward.
I sent a letter to Newrez leadership, specifically XXXX XXXX, Head of Servicing and XXXX XXXX, XXXX of Loan Servicing, and demanded the following : Confirmation that the escrow account at issue has been closed and that no monies for taxes or insurance will be escrowed for my loan moving forward.
Confirmation that my monthly mortgage payment will be reduced to the amount of {$1900.00} ( consistent with the amount of my monthly mortgage payments to the former servicer of the loan ) ; and A refund of the amounts withdrawn from my checking account in XXXX that exceeded the amount of my required monthly mortgage payment, or {$7000.00}.
After getting an initial response from XXXX that his escalation team would be in contact, no response from Newrez was ever sent and in XX/XX/XXXX Newrez took another payment in the amount of {$2900.00}. This should not be allowed when this is their admitted error and I can document the escrow waiver, and payment of both taxes and insurance.
|
| 10/09/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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|
Web |
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I successfully completed a home modification with this company in XX/XX/XXXX. They sent me a modification to be signed and notarized, to be returned to finalize the modification. When I received the modification, the payment was substantially more than what the trial payment was. I called them immediately as a payment was due, and told them I was sending the trial plan payment, and was told that they will not accept any payment other than what was in the modification and that I should call my account manager. I called no less than XXXX times to the account manager, never to receive a call back in 9 months regarding this issue. I continued to call to resolve this with their customer support and was still told they will not accept any payment other than what they wanted. With no response from the account manager, I wrote a letter to the company disputing the new payment and received a response in XX/XX/XXXX that this is the best they can do. I called several times regarding the refusal of the payments from XXXX, XXXX and XX/XX/XXXX and was told that this would be handled in the modification and that I needed to sign it, and the account manager is who I needed to talk to. I emphasized and they agreed that when I sign the contract I would be starting with a clean slate. With no returned call, believing what their customer support had told me, I signed the contract and returned it to them. As soon as they received the contract, I am now in arrears of {$2700.00} for XXXX payments, as they are saying they would never refuse a payment. I have called continuously to resolve this and never get to talk to the same person. Most of the calls I have made, I explain the issue again and they ( customer support ) agreed this should not have happened and will forward the issues. I have been hung up on, disconnected, and never a return call. As of XX/XX/XXXX when I signed the contract I have not missed a payment. I sent my XXXX payment in XXXX only to see they returned my check. I called to talk to my account manager right away with no response, and the person I talked to said I needed to talk to the Supervisor for XXXX XXXX loans. I called him 3 times and left messages with no response. I finally received a call from my account manager 3 days ago, after 9 months of no return calls and was told that his supervisor told him to call me. He told me I missed those payments and no one from their company would ever refuse a payment. I asked him why his company refused my XXXX payment and he told me that until I pay {$2700.00} they will not accept my mortgage payment. I then reminded him that he just told me his company would never refuse a payment. I told him that this {$2700.00} should have been included in the modification as it occurred before the contract was signed. I never disputed that I owed it, only that it was an issue before I signed the contract and should have been included. No one ever contacted me before I signed and told me this would not be included. I asked him directly as to why this was never brought up before I signed the contract, as I wanted a clean start and would never sign a contract only to be in arrears immediately. No answer for my question. Again he told me they will not accept a current mortgage payment until I pay {$2700.00} and this was the only way to " fix it ''. He just did what he said his company would never do. He says now I 'm 4 months behind ( 3 from before the contract was recorded and 1 from XX/XX/XXXX ) due to the fact they refused my recent payment. I told him this felt quite predatory as they slid this in after I signed the contract and he did n't respond. The conversation ended with no results other than a refused mortgage payment.
|
| 10/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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As of XX/XX/2023, Newrez LLC took over as my mortgage servicer from XXXX XXXX. On XX/XX/2023 I received a letter dated XX/XX/2023 informing me of delinquent HOA dues of {$3100.00} on my loan and demanding payment. The letter is enclosed for your reference. I do not live at the condominium listed on the letter, nor do I live in a condominium or have HOA dues, so I called the customer service number on my statement, XXXX on XX/XX/2023 at XXXX am and spoke with XXXX. XXXX reviewed my account and told me the letter was sent in error but did not have any additional information, so I asked to speak to a supervisor. XXXX, XXXX picked up and confirmed what XXXX told me and went further to explain that they are aware the letter was sent in error as Newrez had the wrong loan number. She continued to explain that Newrez sent an email to the HOA collection department informing them of the error of account number. XXXX also told me that an updated letter was not sent to me confirming the XX/XX/2023 was sent in error. I told her I require a correspondence in writing that this has been corrected and there is no consequence on my credit report. She instructed me to call the Newrez insurance department directly, XXXX to make sure they contact me in writing regarding their error.
On XX/XX/2023 at XXXX I called the insurance department, XXXX, and spoke with XXXX and she refused to help me. She told me to go back to customer service. I hung up and called the same number and spoke with XXXX XXXX. I explained the situation and XXXX reviewed my file and confirmed what XXXX told me and wrote up the problem and sent it to a supervisor and switched me to him. XXXX XXXX picked up and confirmed all that was told to me and assured me a follow-up correspondence will be sent to me. I told XXXX that I want someone at Newrez, preferably a supervisor to take responsibility for this matter and follow-up with me directly. XXXX agreed to take responsibility and will call me in XXXX days to give me an update. Its been XXXX days and XXXX never called. Very typical for how Newrez operates.
On XX/XX/2023 I had to call back. I tried the insurance department first, XXXX and after being on hold for XXXX minutes I decided to hang up and call customer service. At XXXX pm on XX/XX/2023 I called customer service, XXXX and spoke with XXXX. XXXX told me she couldnt help me and I had to go to the insurance department directly. I told her they do not pick up the line and please get me supervisor in customer service. Eventually XXXX, a supervisor in the insurance department picked up. I was happy to get a supervisor in the insurance department. I explained the situation to XXXX and she told me nothing has been done on this situation since XX/XX/2023 when I called, and no correspondence was sent to me. The XXXX department has not responded to the email they received on XX/XX/2023 so XXXX sent another email. The process is ridiculous where an email is sent to a general mailbox, its ignored, so an additional email is sent to the same general mailbox. And, by the way, no one is allowed to call the XXXX department to follow-up on the emails and this is between internal departments. How can an organization operate like this? No wonder I am receiving letters in error. I have no confidence that this issue is being rectified and my credit report is not being tarnished.
I want Newrez to confirm in writing the letter dated XX/XX/2023 to me was in error. I also want an assurance in writing that there will be no consequence on my credit report regarding their error. There needs to be consequences to these organizations for putting customers through this nonsense.
I appreciate any assistance you can give to me.
|
| 08/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
My husband and I filed for XXXX XXXX on XX/XX/XXXX. My mortgage company, NewRez LLC, was not a part of the filing ( I would continue to make my monthly mortgage payments directly to them outside of the XXXX XXXXXXXX bankruptcy ). My attorneys also submitted a Consent ( via fax on XX/XX/XXXX ) to have NewRez continue sending me my monthly payment statements, which NewRez consented to. I did receive both my XXXX and XXXX statements and made those monthly payments accordingly.
As of today, XX/XX/XXXX, I had not received my XXXX statement ( payment due on XX/XX/XXXX ), nor was a copy of the statement showing on my online account whereas I could print a copy off and submit payment ). So I contacted NewRez this morning and was first told that by their CSR " XXXX '' that he did the system indicated that my XXXX statement was mailed on XX/XX/XXXX. I informed him that my online account is not showing a XXXX payment is even due ( next payment due per the system is due by XX/XX/XXXX in the amount of {$350.00}, which is the " attorney fees '' that NewRez LLC is attempting to collect regarding my XXXX XXXX filing even though they are not a direct party/creditor to the filing ), and asked him why my next payment would not " correctly '' be showing due as of XX/XX/XXXX. He then attempted to connect me with the bankruptcy department but indicated they were not answering. I then initiated a " chat session '' with XXXX XXXX, who stated that they had " no record '' of a XXXX invoice being generated for my account and that they would file a complaint regarding same. I then tried reaching the bankruptcy again ( there is no direct # ; you have to be transferred by the customer service dept ).
I am also lodging a complaint regarding the " amount '' of my XXXX payment made ( and received by NewRez on XX/XX/XXXX per my online account ) ; the amount NewRez has me having paid is {$2800.00}. The amount of my XXXX mortgage payment ( and every payment I have made to NewRez since the inception of this mortgage loan ) was {$2500.00} ( copy of cancelled check is attached ). The amount listed by NewRez of what I paid is false.
Regarding my escrow account. NewRez conducted an escrow analysis dated XX/XX/XXXX ( copy attached ) which they also attached to a recently filed Proof of Claim. The amount in my escrow as of that date ( and also reflected on my XXXX statement ) was {$5500.00}. Since the XX/XX/XXXX analysis was done, I have made both my XXXX and XXXX mortgage payments ( a copy of both statements is attached showing a breakdown of my monthly payment ), of which the escrow amount deducted from each monthly payment has and is {$1000.00} each, for a total of {$2000.00}, which, coupled with my existing escrow amount of {$5500.00} as of the date of the XX/XX/XXXX analysis, should as of today, XX/XX/XXXX, reflect a total escrow amount of XXXX. However, per the attached snapshot of my online account as of today, NewRez LLC is showing my escrow balance as being only XXXX, and a " unapplied funds balance '' of {$2100.00}, which, even if the unapplied funds balance was added to the escrow balance that NewRez is showing, still only equals {$5900.00}.
Because NewRez LLC has yet to send me my XXXX mortgage statement, and because my XXXX statement is not available for me to print out ( see attached snapshot of the monthly online statements which only go through XX/XX/XXXX ), I am unable to ascertain a breakdown of my XXXX payment ( which would be reflected on the XXXX statement ).
I do note that per my online account, beginning with my XX/XX/XXXX payment, that my monthly mortgage payment will be decreasing from {$2400.00} to {$2300.00} a month ( a decrease of {$97.00} per month ).
|
| 07/16/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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I am a XXXX XXXXXXXX XXXX XXXX XXXXXXXX veteran and I am in the beginning stages of foreclosure because the servicer of my VA loan Shellpoint mortgage has failed to provide options for me to recover from missed payments due to Covid. I bought my home on XXXX XXXX. in XXXX in XX/XX/XXXX. Now I may lose it because Shellpoint is demanding that I pay a lump sum of almost {$8000.00} in order to be put into a repayment plan. I don't understand how they came up with this figure. My delinquency was due to Covid and I have a government backed VA loan. The VA folks told me that Shellpoint is required to offer all available options to cure the default including deferment of the past due amount, loan modification, a recapitalization of the delinquent payments or a repayment plan. Instead they gave me a repayment plan with a condition that I pay {$7800.00} in a lump sum JUST TO QUALIFY for the repayment plan.
Right now I am approximately $ XXXX behind on this loan because I was negatively impacted by Covid in early XXXX and lost hours then my job. After I got back on my feet and working I myself became ill with XXXX on XXXX different occasions. Shellpoint allowed me to defer a few payments in early XXXX when I lost my job and then I resumed paying. However, I personally was XXXX and unable to work for several weeks which coincided with major auto repairs and separation from my husband. As a result I asked for and was granted a XXXX month forbearance for my loan. I had the ability to resume making regular payments in XXXX when the forbearance ended but was told I needed to send in paperwork to be reviewed for options to catch up on the missed payments. I was finally reviewed and approved for a 8 month repayment plan that required a lump sum down payment of {$7800.00}. I contacted Shellpoint and told them I could not come up with this and made a payment of {$3100.00} at that time ( basically a double mortgage payment ) as a show of good faith. The agents who processed the payment told me I needed to pay the lump sum balance of over {$4700.00} by XX/XX/XXXX otherwise I would lose the repayment plan offer and the foreclosure process would start.
I could not afford to pay the balance and now Shellpoint has started the foreclosure process. Why was this the only option provided? Shellpoint is REQUIRED as a VA servicer to review all options to cure the default, including those that do not have a lump sum payment. VA loans offer deferment of arrearages, or partial claim, or the option to recapitalize the delinquent amount back into the balance of the loan as well as a loan modification. VA loans also allow repayment plans that do not require a {$7800.00} down payment to catch up on my forbearance that was approved and sponsored by the government.
I served my country proudly for nearly 4 years and came out of it with a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX by the VA. I was excited when I bought this home for our family. Everything was fine until XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX First they cut hours, then they let us all go. XXXX months later the XXXX XXXX XXXX XXXX and I collected a few paychecks then I got XXXX myself. In that same time period my husband and I separated and I had to pay for a major car repair. That is why I needed the forbearance so myself and my XXXX daughters could get back on our feet.
I am back to work full time and my hardship is resolved. My husband and I are still separated, but trying to work things out. I need to fix this problem because I do not have a lump sum to reinstate the loan and your company has not been fair or honest with me and has denied access to programs I should be considered for.
|
| 03/29/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
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name of the company : Shellpoint Mortgage Servicing I would like to file a complaint against Shellpoint Mortgage Servicing a summary of your concerns : I wrote a review on the company website : " One of the worst companies I have dealt with. I had my mortgage on forbearance due to COVID, and I started making payments after that. They reported to the credit bureau as missing payments. Based on the agent I talked with, they redistributed the payment to the previous months instead of the current one, without my permission or even informing me.
In the next month, my monthly payment went higher than it should be ; I called to find out they added two insurance policies on my account at the time my insurance policies are current and active. I had to call my insurance company to send them to Shell Point fax number, which either does not work or nobody gets the documents from, so whenever you call to follow up, they would say they have not received any document.
When you talk with them, they would never admit their mistake, instead, you have to be held responsible for their mistakes. '' I was trying to make payment back in XX/XX/XXXX, but the agent told me to wait for them to tell me when to make the payment. I followed their instructions, and I made a payment in XXXX, then, I had to leave the country due to a family emergency, my father had covid, so I informed their agent that you either send me the forbearance paperwork to sign it before I leave or I sign it when I am back, of course there was a ten days time period before I leave the States. The agent told me that she would do her best to send the paperwork before I leave, and she will inform her manager. When I was overseas, I kept getting emails that I had to sign the paperwork urgently, so I contacted the agent, XXXX XXXX, and told her that I already informed her of my situation. She asked me to contact her when I am in the states immediately, so I booked a flight to come back for five days to sign the paperwork because I was afraid that they would foreclose my property, at the time where I had to leave my father at the hospital. I signed the paperwork and left. Later, I found out that Shellpoint reported two missing payments on my credit. Then, I noticed my monthly payments were increasing on a monthly basis from {XXXX}, then {XXXX}, then {XXXX}, then {XXXX} for no reason. After many calls and being on hold, I found that they were adding insurance bills on my account at the time my insurance coverage had not expired yet, and they renew automatically whenever they are about to expire since I bought the property in XXXX. After many discussions, and phone calls, they keep asking for the new policies, but they never update it on the system. My insurance agent and I kept sending the policies every week, and every time the agent told me she/ he received the policy it just needed a week to be updated on the system. When I call the next week to follow up, the next agent tells me they do not have the insurance policy. By that time, they keep charging me for their products, and refuse to refund. Later, when they were out of the excuses of the policy not in the system, they started to ask for over insurance value, for example, if the property loan and value is XXXX, they were asking for insurance coverage of XXXX, the thing that left my insurance agent and I confused. I attached my bank payments statements and insurance statements as evidence. I would like them to be held responsible and stop their fraudulent actions, otherwise, I reject their services, they can sell it to another company. Also, I will seek legal actions. Due to their two missing payment, my score went down, and I can not refinance now.
|
| 11/29/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
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XX/XX/XXXX The Honorable XXXX XXXX XXXX Attorney General of California Attorney General Office Service on The Attorney General California Department of Justice Attn : Public Inquiry Unit XXXX. XXXX XXXX XXXX, CA XXXX XXXX : XXXX XXXX XXXX , XXXX.
Trustee Sale No. XXXX Dated XX/XX/XXXX Dear Attorney General XXXX, My wife and I are both XXXX I am XXXX years and has been living in this house since we sold our beautiful home at XXXX, and moved on XX/XX/XXXX to this house at XXXX XXXX XXXX XXXX, XXXX , in order being close to our XXXX grandchildren who spend most of their school holidays and weekend with us. There have been unforeseen circumstances during past and changes due to housing market, our health condition and hardship problems since XX/XX/XXXX and today our home is scheduled to XXXX XXXX XXXX, XXXX. Trustee sale No ; XXXX assigned by Shellpoint servicer on XX/XX/XXXX and we have to vacate it as soon as following the sale auction. Even though considering this was our dream house, and our life investment, retirement since working after the completion of engineering graduate school but by losing this home we have no place to go and having trouble to rent due to the damaged of our credit history and under our personal condition it takes at least 6 months to find the proper place to move. We would certainly appreciated the assistance of Honorable Attorney General to review summary of our story as outlined below : 1. On XX/XX/XXXX XXXX mortgage start processing our application for Modification. On XX/XX/XXXX XXXX XXXX XXXX stated to continue with Home Loan Modification ( HLM ) since took over XXXX.
2. Despite to our expectation we have experienced lengthy delays processing the HLM. The reason : Repeatedly submit and resubmit same documents over and over again. Finally to reduce and fix our contact with many XXXX XXXX XXXX employees in charge, XXXX XXXX XXXX introduced us XXXX XXXX as a Customer Relationship Manager ( CRM ).
3. XXXX XXXX XXXX keep changing our CRM and we have to restart same process again and again due to loss of previous paperwork, transferring our file between various departments etc. There have been many CRM changes since XX/XX/XXXX. After XXXX XXXX introducing XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX.
4. The next thing that we receive, posting another foreclosure sale notices, despite knowing that our home would not be foreclosed on while being considered For a loan modification and transferring our mortgage ( twice ) back and fort to XXXX servicer. Therefore under the new HLM announcement by the department of Justice and State Attorney General, On XX/XX/XXXX XXXX XXXX XXXX contacted us and agreed to work on the new HLM and stated that a significant principal reduction and reduced monthly payment by average of 35 %, may be applied. But again we did not experience any result consequently.
5. Under the National Mortgage Settlement, homeowners who were wrongly under foreclosure act and new modification relief law, I have contacted to the Honorable Attorney General of California XXXX XXXX XXXX. The Attorney General appointed Professor XXXX XXXX XXXX XXXX of XXXX XXXX, to assist and monitor and oversee the bank services. We have contacted to XXXX and authorized XXXX XXXX XXXX to communicate with the California XXXX, about our HLM file.
6. Professor XXXX and her team assisted us for many months and did everything to come up with HLM solution. It seems XXXX XXXX XXXX did not cooperate. Finally Professor XXXX advice us that XXXX XXXX XXXX is not willing to modify our loan but wanted to pay {$20000.00} / deed in lieu, and recommended if you wanted to
|
| 06/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
We the Borrowers XXXX and XXXX XXXX are fighting to save our home Shellpoint Mortgage Servicing have help with any assistance to our issues.
The last complaint was sent by Shellpoint Mortgage stating they offered us the Borrowers XXXX and XXXX XXXX was a payment plan of one payment of {$25000.00} on XX/XX/XXXX.
Yes the phone hung up and I called the number back for XXXX XXXX XXXX she never answer I have phone records.
A XXXX XXXX XXXX XXXX. Sent over copies of the Dodd-Frank forms and documents associated with the Mortification process.
When I called XX/XX/XXXX I was told to resend to escalation department and contact customer service.
Texas senator XXXX office has this same complaint with the same format of documents sent from Shellpoint Mortgage.
Texas Attorney General office has this same complaint with the same format of documents sent from Shellpoint Mortgage.
CFPB 1. If SHELLPOINT MORTGAGE KNEW THEY WAS NEVER GOING TO ALLOW ANOTHER MORTIFICATION WHY WAS THIS NEVER SENT IN WRIITING?
2.IF SHELLPOINT MORTGAGE KNEW THEIR REGULATIONS AND GUIDELINES WAS MANDATORY FOR ACCOUNT XXXX TO NEVER ASST WITH HELP WHY THEY FAIL TO INFORM US THE BORROWER IN WRITING ON XX/XX/XXXX?
3. WHY DID SHELLPOINT MORTGAGE GIVE US ON XX/XX/XXXX PRINTED FROM SHELLPOINT MORTGAGE LETTER HEAD STAMPED POST MARKED FROM XXXX XXXX FROM SHELLPOINT MORTGAGE XX/XX/XXXX, WRITTEN LETTER STATING PLEASE SEND ALL DOCUMENTS AND COMPLETE THIS INFORMATION BY XX/XX/XXXX AND GIVE US A NEW POINT OF CONTACT XXXX XXXX?
ON THESE DOCUMENTS THE QUESTION ABOUT IF THE HOME WAS FOR SALE TO PLACE A FORECLOSURE TO WHOM ADVANTAGE?
4.THAT LARGE WHITE ENVELOPE DID GET TO MY HOME UNTIL XX/XX/XXXX. DEMANDING THAT THESE DOCUMENTS ARE DO THE SAME DAY?
5.SHELLPOINT MORTAGE SERVICING HIRER A TEAM TO DO A APPRASIER ON OUR HOME AND STATED A TON OF FALSE INFORMATION.
6.THE APPRASIER COMPANY STATED THIS AREA DID NOT FLOOD .CAUSE HURRICANE HARVEY WE HAVE VIDEO SHOWING OUR SUBDIVISION DID FLOOD AND THE ENTIRE XXXX XXXX IN FROMT OF THE SUBDIVISION FLOODS.
7.THE APPRASIER COMPANY STATED THIS WAS A GATED COMMUNITY AND 4 GATES WAS LOCK SO NO ONE FROM THEIR OFFICE CAN GET IN THE SUBDIVISION .THATS A LIE AND THATS FRAUD ON SHELLPOINT MORTGAGE SERVICES PLACING THAT ON OUR ACCOUNT XXXX.
8.INSURANCE FRAUD AND PENALTIES COST FROM THE STATE OF TEXAS {$25000.00} EACH SHELLPOINT MORTGAGE SERVICING HAS A REGULATORY PROCESS TO SHOW FULL HOMEOWNER INSURANCE FOR THE LOCATION OF XXXX XXXX XXXX XXXX XXXX TX . XXXX .WINDSTORM/HAIL MANDATORY LOCATION IN XXXX COUNTY SHELLPOINT MORTGAGE FAILURE TO COMPLY NEVER PLACED OR SENT OUT ANY WARNING LETTERS SHOWING A NEED TO PLACE WINDSTORM /HAIL TO COVER THE DAMAGES FROM HURRICANE HARVEY.
9.SHELLPOINT MORTGAGE CRATED THIS ISSUE WITH US THE BORROWER BECAUSE SHELLPOINT MORTGAGE KNEW AND HAS KNOWN THAT THE ENTIRE AREA FLOODS AND WHATS TO GET RID OF AND OUT OF ALL THE HOMEOWNERS THEY ARE SERVICING IN THIS SUBDIVISION WITH XXXX XXXX XXXX ASAP .
10. SHELLPOINT MORTGAGE SERVICING HAS COMMITTED FRAUD AND DISCRIMINATION AND FALSIFIED DOCUMENTS ON OUR LOAN XXXX.
WE HAVE PROOF OF THE DOCUMENTS.
11.SHELLPOINT MORTGAGE IS FIGHTING AGAINST US XXXX AND XXXX XXXX BECAUSE WE CONTINUE TO CONTACT GOVERNMENT AGENCIES!!
12.XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) BORROWER 13. XXXX XXXX ( XXXX XXXX ) BORROWER 14.XXXX XXXX ( XXXX XXXX ) NON-BORROWER 15.XXXX XXXX ( XXXX XXXX ) NON -BORROWER 16.XXXX XXXX ( XXXX XXXX ) NON-BORROWER 17 . WHY DID SHELLPOINT MORTGAGE STOP THE FIRST FORECLOSURE XX/XX/XXXX KNOWING AND KNEW WE THE BORROWERS XXXX AND XXXX XXXX NEVER QUALIFIED FOR ANY MORE MORTIFICATIONS AND THAT A AGAIN DEMAND FOR ONLY {$25000.00} IN CASH TO BRING THE LOAN CURRENT?
THANK YOU
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| 06/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Complaint RE Shellpoint Mortgage Servicing - It appears we have been accelerated into Foreclosure by Shellpoint Mortgage Servicing ( and the note holder they represent ), WHILE we were/are (? ) in the midst of a Mortgage Assistance Application with Shellpoint, and while we are awaiting assistance from California Mortgage Relief on an application we opened on XX/XX/XXXX, and which has been under final review since XX/XX/XXXX.
As to our Shellpoint complaint specifically- shortly after Shellpoint received our MA Application, they cancelled the application we had opened, sent us a letter to resubmit our application anew, filed Notice of Default and Intent to Sell ( dated XX/XX/XXXX, recorded XX/XX/XXXX, copy mailed to us XX/XX/XXXX, mailed copy received by us XX/XX/XXXX ).
Our Complaint is that by cancelling our earlier application, and requesting a new application from us with a XX/XX/XXXX deadline, Shellpoint mislead us from their intention to put us into Foreclosure ( with its attendant immense stresses and sapping of resources ). We believe that in their cancelling our MAA, and then asking for another MAA they were working to run the clock out on us, so they could more likely meet their goal of a foreclosure sale. The process of what has recently transpired with Shellpoint, their communications to us/with us from the later half of XX/XX/XXXX, and the fillings they initiated in the first days of XX/XX/XXXX suggest a conscious plan to keep us busy with paperwork applying for help, while they were filing paperwork to foreclose. Realize, we just found out about the foreclosure ( Notice of Default/Intent ) on XX/XX/XXXX ( yesterday as I write this on XX/XX/XXXX ). Realize also, that after a phone conversation with XXXX XXXX ( of Shellpoint LM ) on XX/XX/XXXX, we decided to list and sell our home to satisfy our obligation to Shellpoint, as we do not trust Shellpoint to have our concerns and hardships in mind in the Application Process. To our concerns expressed herein, we also add that in previous encounters with Shellpoint historically ( in XXXX, and again in XXXX ) Shellpoint has presented very similar patterns of behavior, i.e. apparently offering assistance, then denying the assistance, and then heading towards foreclosure. We are not sure this meets the legal definition of predatory behavior, but it certainly feels like they are playing us like prey. Please add to the underlying information that we also have an OPEN Under Review application with California Mortgage Relief which would bring us current through XX/XX/XXXX, and Shellpoint said they had no knowledge of that on XX/XX/XXXX. Shellpoint is ( or at least was a qualified, participating lender in the California Mortgage Relief Program when we filed our application with CMRP on XX/XX/XXXX ) Selected dated details underlying our complaint- XX/XX/XXXX we both FAXed and emailed our Mortgage Assistance Application to XXXX XXXX of Shellpoint Loss Mitigation. Apparently the email got through, but the Fax did not.
XX/XX/XXXX as we had not heard back from Shellpoint we re-sent application, once more by Fax.
XX/XX/XXXX we got an email back from XXXX XXXX with very detailed and stringent requirements for us to re-submit our application as a new application.
XX/XX/XXXX ( dated XX/XX/XXXX ) we received a letter from Shellpoint stating explicitly that we had/have until XX/XX/XXXX to submit the required documents.
XX/XX/XXXX ( dated ) Notice of Default and Intent to Sell XX/XX/XXXX ( recorded ) Notice of Default and Intent to Sell XX/XX/XXXX ( mailing date of copy to us ) Notice of Default and Intent to Sell XX/XX/XXXX ( mailed copy received by us ) Notice of Default and Intent to Sell
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| 04/05/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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ShellPoint LN XXXX Property Address : XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX Borrowers : XXXX XXXX XXXX XXXX XX/XX/XXXX, the borrowers filed bankruptcy. XXXX XXXX was servicing both the first and the second mortgages at that time. As part of the bankruptcy, the borrowers attempted to surrender the property, however XXXX XXXX did not agree to it.
Servicing on the XXXX mortgage was transferred to XXXX XXXX, who XX/XX/XXXX suggested the borrowers do a deed in lieu, and promised relocation assistance under the XXXX deed in lieu program. Their single point of contact was XXXX. XXXX had told them in approximately XX/XX/XXXX that XXXX XXXX was not responding to their requests for settlement. A couple of months later, XXXX told the borrowers that XXXX XXXX had agreed to allow the deed in lieu. XXXX XXXX sent the borrowers a letter stating that they had not received the funds as agreed upon, and that the deed in lieu agreement was void. When the borrowers tried to follow up with XXXX, they were told she was no longer there, and someone would look into their situation. Right after this, the borrower got a notice that servicing was transferred to Shellpoint.
When we, XXXX XXXX XXXX, started the short sale with Shellpoint XX/XX/XXXX, Shellpoint stated that the borrower lost the right to the opportunity to short sell as they had surrendered the property. CFPB Case # XXXX had to be filed in order for Shellpoint to allow the borrower to attempt a short sale. On XX/XX/XXXX, XXXX XXXX from Shellpoint Mortgage told me verbally the value on the property came back at {$180000.00}, and was submitted for approval with the purchase price of {$150000.00}. On XXXX XXXX XXXX told me the investor was requiring a net proceeds of {$180000.00} with a purchase price of $ XXXX- {$210000.00}. The BPO shows a value assigned as {$190000.00}. The investor has remained the same through this entire scenario - an investment group from XXXX XXXX identified as XXXX XXXX. XXXX XXXX also told me verbally on a recorded line that Shellpoint approved the offer at {$150000.00} however the investor did not.
At no point during this entire treatment from XXXX different servicers, were the borrowers ever treated appropriately under the law. In fact, they were prevented from receiving relocation assistance which was due to them under the law by XXXX XXXX. Although the servicing changed hands several times, the investor has remained the same and under agency law that investor must be bound by any action any servicer takes, and this investor has engineered a zombie foreclosure on this property. The investor is essentially attempting to extort the new buyer into paying approximately {$20000.00} ABOVE their own stated market value. This shows bad faith in the extreme, by first promising the borrower something that they did not deliver ( and may I remind you that the servicer acts as an agent to the investor, thereby making any action done or promise made by the servicer required to be adhered to by the investor, punishable by the fullest extent of the law ), then by engineering a zombie foreclosure, then telling a borrower who is clearly still on title that they have surrendered their property, and now attempting to force a buyer to pay well above market value for the property. This has also exposed the borrower to homeowner association dues which will survive a foreclosure, by deceit and fraud.
I highly recommend the investor take this offer, as I will be recommending the borrower sue Shellpoint and the investor XXXX XXXX for both actual and punitive damages. You CLEARLY have engineered this entire situation from start to finish, and this does constitute a zombie foreclosure.
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| 05/01/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am the only borrower on my mortgage but due to changes over the last few years my husband has become the main provider for the household.
My husband was laid off in XX/XX/2019. In XX/XX/2019, I requested assistance from Shellpoint Mortgage Servicing/ '' NewRez ''. The packet was received not until XXXX which we sent and included : The Borrower 's Assistance Forms, A letter of hardship explanation, bank statements, pay-stubs, and my husbands unemployment document. In summary, we sent everything listed on the check list provided. We did this through USPS mail, which was what we were asked to do Shellpoint.
On XX/XX/XXXX tried to contact someone because we hadn't received any status updates on our request. We were told to send a letter of explanation for hardship again because they never received one. Although we did mail one, I emailed a new one to my point of contact and the loss mitigation email.
On XX/XX/XXXX we then uploaded it to the portal since the website/our account showed it as pending review still and we were ready to get things moving and hoped it would catch somebody's attention.
On XX/XX/XXXX, we received a letter listing what documents still had yet to be received by Shellpoint. Documents, of course, we already sent.
On XX/XX/XXXX we completed those forms/documents again with updated information, bank statements, and paystubs. These were then emailed to our single point of contact we were assigned with Shellpoint, faxed to the fax number provided and then uploaded to Shellpoint 's online portal all on XX/XX/XXXX. We wanted to cover our bases.
We continued to check our online account portal for updates but the status never changed from pending review. To me, this means these were never reviewed, if review is the action was pending.
On XX/XX/XXXX, my husband and I sent the documents for loss mitigation/loan assistance request once again through faxing, emailing and uploading to our online account.
On XX/XX/XXXX, after never getting any updates, I received a statement like normal with a delinquency notice on it. I decided to call Shellpoint because I anticipated being able to make a month 's worth of payment within the next week with the help of my husband 's unemployment and wanted to see how that worked. I was then told by a representative that I am in foreclosure status and can not make any payment less than the full balance which as of XX/XX/XXXX is {$16000.00}. WHAT?!
I am pretty certain the information I was given is incorrect. We never received any information informing us we are denied of assistance. As a matter of fact, our online account still shows items in the " pending review '' status. Plus, we have some SCREEN SHOTS!! Combined with the CARES Act and required " halts '' to foreclosure proceedings I know something is incorrect here.
I believe my request for assistance and the process that came with it has been handled by Shellpoint very negligently and has taken or is taking much more time than it should. And now, I am at the 6 month point of no payments. This could have been avoided and complete n much less time. But suddenly, it is too late they day? Finally, finally! we are in the spot to make a mortgage payment and get on a repayment plan and now the rep said they won't take my payment because of how many days I am passed due and that I am in foreclosure. This can't be.
This home is very important to us, It's just my husband, my XXXX year old little boy, and myself. We do NOT want to sell or leave this house. How can I beg my lender to take my money and they won't?
Please, Can you help us? I'm worried sick with anxiety. This stress is deeply affecting my health and my family.
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| 05/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been with this servicer since XX/XX/XXXX.
I am having problems with having the payments I send to the servicer, applied correctly to my account or even showing the amount sent in on the statement in a clear manner.
In addition, I can not discern what charges are for ( which is defined as things paid from the money I send in to the servicer ) with regard to the description in the monthly statement provided by the servicer.
Payments have been made on my account for months in the future ( through XXXX and I am still showing in arrears by {$45.00} for past due amounts. These are for miscellaneous charges.
summary of payment indicates payment for charges due well into the future ( XX/XX/XXXX ). Why are these items charged to my account and paid by servicer when I can not discern what they are for and if they were legitimate.
Why am I being charged for a foreclosure in XX/XX/XXXX when I was not in foreclosure in XX/XX/XXXX. This servicer began servicing my account in XX/XX/XXXX and I was only 1 payment " behind at that time '' according to the records of the current and prior servicer. In addition, I did not authorize the collection and payments of these charges by this company on behalf of a prior servicer because I do not owe them.
There are many incorrect/unlawful charges ( payments from moneys I have sent in ) made on this account, including payments for charges by prior servicers ( i.e., XX/XX/XXXX foreclosore charges ) which were collected by this current servicer. The current sevicer can not indicate the veracity of a foreclusre in XX/XX/XXXX and the servicer statements do not clearly indicate that the payments, called " charges '', and vaguely indicated on the statement as " FC COSTS '' were for a foreclosure many months ago ( XX/XX/XXXX or XX/XX/XXXX ) with a prior servicer and not for any amounts pending and incurred during my brief time with this company ( since XX/XX/XXXX ).
The current servicer has increased the amount I owe for the 1 month prior to their servicing of this account. The statement dated XX/XX/XXXX from the current servicer indicates over {$3000.00} owing for the month of XX/XX/XXXX ( with prior servicer ) .. They indicate that the " contractual due date is XX/XX/XXXX. In every previous statement since they began servcing the account, the amount owing for the last month with the previous servicer is significantly less ( 1 month and other " amounts due '' are alleged ). ( see XX/XX/XXXX current servicer initial statement and " Delinquency Notice '' section of the XX/XX/XXXX statement for discreprancy ).
Also, there are gaps in the statement history and missing activity on the statements provided to me by the current servicer. They also continue to change the date the statement is prepared to manipulate the statement. The charges I speak of are things paid by me by the servicer as indicated on the servicers website payment history, but not indicated on the statement. See each statement, including the XX/XX/XXXX ( initial ) statement which indicates a statement history from XX/XX/XXXX thru XX/XX/XXXX??? This is not possible. Many charges are shown on my account ( on website and attached ( see " payment history '' ) which are not reflected in the statement. Also, the amount owed is not in line with the prior servicer documents which the current servicer has in their possession.
Finally, the " Delinquency Notice '' section of the XX/XX/XXXX statement from the current servicer indicates differing amounts owing for the months of XX/XX/XXXX an d XX/XX/XXXX. These are additional amounts which are not explained or understandable and do not conform to the note or agreement of the parties.
|
| 10/23/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint Mortgage Servicing Principal Increase that can not be accounted for - Statements Not Sent to Me, I was not notified of servicer changes, and I cant believe they and all of the big banks are getting away with this. It is absolutely disgusting.
a ) Shellpoint Mortgage Servicing took over my loan around XX/XX/XXXX and I was not notified. In the letter I received from Shellpoint Mortgage Servicing they sent me an " alleged '' copy of the notification of the mortgage servicer change they say they sent me in XX/XX/XXXX. Funny, they should pay more attention when they forge and recreate documents because the notification they sent me in the recent correspondence to prove they notified me has a notifcation dated XX/XX/XXXX??? Yet in the actual letter they sent me it states the notification and servicing change was XX/XX/XXXX and Shellpoint didnt service my loan then, XXXX XXXX XXXX did.
b ) The first monthly statement I received from Shellpoint Mortgage Servicing was in XX/XX/XXXX. I didnt receive any more statement until XX/XX/XXXX. I went online and did screen prints and there were no statements at all sent to me. I thought I would document that because they will more than likely modify it and falsify documents like they always do. Nothing has changed, Servicers do what they want and charge what they want because they want to foreclose so that there will actually be legal documents stating they own the home. Note : The loan was paid for when it was securitized, how many times are they going to get paid, how much principal are they going to add to make me walk away because I just give up. They know they are too big to fight, but I will fight until my last breath. I was defrauded out of my inheritance from my parents in the amount of {$190000.00} - it took the banks 4 months to steal what my parents worked their entire life for.
c ) 1st Statement received XX/XX/XXXX, past due balance {$55000.00}.
d ) In XX/XX/XXXX, Court documents were filed in XXXX County, XXXX XXXX XXXX XXXX and in addition to being forged and robo signed, the court document states I owe {$610000.00}, with no explanation or statements to back it up.
e ) In XX/XX/XXXX I received my first statement since XX/XX/XXXX, and Shellpoint Mtg Servicing states I owe {$690000.00}, an increase of {$86000.00} in 7 months with no explanation.
f ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$6900.00}.
g ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$6000.00}.
h ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$5700.00}, i ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$5700.00} j ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$5800.00} k ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$5800.00} l ) From XX/XX/XXXX to XX/XX/XXXX, I received my statement and the principal balance increased by {$6600.00} In the letter dated XX/XX/XXXX from Shellpoint Mortgage they attempted to explain how they came up with the principal balance they say I owe, but it makes no sense. I have attached the analysis they sent me. Shellpoint did approve a temporary trial payment plan for 3 months and I am in process of that - already paid month 1, however the payment amount is {$3700.00}. They will not tell me what principal balance they are basing that payment off of, Shellpoint said it is confidential. It should be in line with the payment I had before, which was about {$3400.00}. a month.
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| 12/17/2023 |
Yes |
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- Trouble during payment process
- Loan sold or transferred to another company
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Web |
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Since XXXX XXXX, I had a home loan with XXXX XXXX XXXX. I made EVERY payment on time and was NEVER late. On XX/XX/XXXX, Shellpoint Mortgage assumed my loan from XXXX. I was NEVER notified by XXXX nor Shellpoint Mortgage of the change, so I continued making my monthly payments ( {$1500.00} ) to XXXX, ALL of which were on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, so that was on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, but now my mortgage payment has jumped to {$1800.00}. I was later told by Shellpoint Customer Service ( at the end of XX/XX/XXXX ) that because the XXXX payment was not the full amount, it could not be applied to the payment. My XX/XX/XXXX payment to XXXX was again, on time, but this payment was not forwarded to Shellpoint, it was refunded to me in the later part of XX/XX/XXXX. I received a letter from Shellpoint at the end of XX/XX/XXXX, stating that I was behind on my mortgage payments. At first I thought it was a scam because I had NEVER heard of Shellpoint, nor was my mortgage payment {$1800.00}. I called XXXX and found out that my loan had been take over by Shellpoint. The letter stated I was behind XX/XX/XXXX payment ( minus the {$1500.00} from XXXX ) and XX/XX/XXXX payment and needed to pay {$2300.00} to bring it current. I paid the balance and asked why I wasnt notified sooner. I was told they had the wrong mailing address. BUT, I did get the delinquency notice at my mailing address, so not sure why the bills couldnt have been sent to the same address. Also, Shellpoint had my correct email and telephone number, but nobody contacted me on either of those. Now this has recently dropped my credit score because of their failure to notify me. I would like this removed from my credit report.
Since XXXX of XXXX, I had a home loan with XXXX XXXX XXXX. I made EVERY payment on time and was NEVER late. On XX/XX/XXXX, Shellpoint Mortgage assumed my loan from XXXX. I was NEVER notified by XXXX nor Shellpoint Mortgage of the change, so I continued making my monthly payments ( {$1500.00} ) to XXXX, ALL of which were on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, so that was on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, but now my mortgage payment has jumped to {$1800.00}. I was later told by Shellpoint Customer Service ( at the end of XX/XX/XXXX ) that because the XXXX payment was not the full amount, it could not be applied to the payment. My XX/XX/XXXX payment to XXXX was again, on time, but this payment was not forwarded to Shellpoint, it was refunded to me in the later part of XX/XX/XXXX. I received a letter from Shellpoint at the end of XX/XX/XXXX, stating that I was behind on my mortgage payments. At first I thought it was a scam because I had NEVER heard of Shellpoint, nor was my mortgage payment {$1800.00}. I called XXXX and found out that my loan had been take over by Shellpoint. The letter stated I was behind XX/XX/XXXX payment ( minus the {$1500.00} from XXXX ) and XX/XX/XXXX payment and needed to pay {$2300.00} to bring it current. I paid the balance and asked why I wasnt notified sooner. I was told they had the wrong mailing address. BUT, I did get the delinquency notice at my mailing address, so not sure why the bills couldnt have been sent to the same address. Also, Shellpoint had my correct email and telephone number, but nobody contacted me on either of those. Now this has recently dropped my credit score because of their failure to notify me. I would like this removed from my credit report. Please send a letter stating this, so I can send it to the credit agencies. Shellpoint Mortgage dropped the ball and I am paying for it.
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| 08/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
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Web |
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I was granted a Loan Modification from XXXX XXXX. I was making trial payments with XXXX XXXX but then they sold my loan to Shellpoint Mortgage Servicing. I started making payment with them while I was waiting for the Loan Modification documents to be sent to me with what my final payment per month would be. When I received the loan modification documents to be signed I noticed my ex-husband 's name on them. I reached out to Shellpoint and they advised me that his name was on my deed. Part of our divorce was that he was to do a Quick Claim Deed which he did not do. I reached out to him and he was not being very helpful trying to fix this problem. In the meantime I was reaching out to my case worker letter her know of my issue. The communication with this company is horrible. I at times would not get a call back or email for weeks. Per Shellpoint the Modification lapse due to me not sending back the signed documents. I tried to reach out to them many times to let them know of the issue and I was working on fixing it. I reach an agreement with my ex husband that he would sign the Modification document and we would work on getting his name taking off the deed. That was not good enough for them they said it was too late and that modification is void. I asked if I can apply for another modification with them and they agreed. I asked if I could include my new husband income and they said yes. I had a company that they arranged to come into my home to do a market analysis. After many attempts sending them all the documents needed at some times sending them more than once they told me it was denied due to debt income ratio which did not make sense to me because XXXX XXXX granted me a modification with just my income. I was told that my house has an auction date of XX/XX/2023. I begged them to work with me and they were very difficult and at times not returning my calls or emails. I went to the auction and I was the only person there. There was a man on his phone that was given the property information to and when I heard my address I asked if bidding was happening for my address. The man looked at me up and down and asked if I was bidding. I asked what the bidding amount was and he said {$350000.00}. which I thought was odd because that is not what I owed. I told him that I was the homeowner and I wanted to see how this process was. They seemed surprised that I was there and noticed again that I was the only one there. The auction was not made public in any of the local papers Town Hall did not even know an auction was taken place. It was only located on XXXX I called Shellpoint the next day hoping to work something out since it did not sell and they told me it was XXXX and someone will be reaching out to me. I feel that they have something going on with these XXXX I feel like something shady is going on. The XXXX that reached out to me is from a different state. He had one of his agents go to my house and spoke to my 15 year old step son telling him to put his number in his phone and have his parents contact him. He did not even have a business card and why are you speaking with a child regarding this matter. I made contact with the XXXX who told me Shellpoint was offering me {$5000.00} to 30 days to leave my house as a " Keys for Cash '' deal. I told him no. He wanted to know what I wanted and I told him my modification with XXXX XXXX be honored I also told him {$20000.00} and 45 days so I can get my house packed and be able to move somewhere else. I have not heard back and that conversation was on XX/XX/2023. I have also filed a complaint with the XXXX XXXX XXXX I would just like to have the modification that XXXX XXXX offered.
|
| 08/20/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The directors/agents of NEWREZ failed to respond to the plaintiffs affidavits referenced in the following certified mailing numbers : XXXX XXXX XXXX XXXX XXXX delivered XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX delivered XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX delivered XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX delivered XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX delivered XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX delivered XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX delivered on XX/XX/XXXX I have reason to believe and I do believe that XXXX XXXX XXXX XXXX XXXX, mailed XXXX XX/XX/XXXX & XXXX XXXX XXXX XXXX XXXX, mailed XXXX XX/XX/XXXX were returned to sender due to an act of the intended recipient.
9. This affidavit is made pursuant to The National Banking Act of 1864 ( Public Law 38, Ch. 106, 13 Stat. 99-118 ), Fair Debt Collection Practices Act ( 15 USC 1692 ), USC Title 12 ( Banks and Banking ), & UCC Article 3 ( Negotiable Instruments ).
10. It is a fact of Statue by and through the Constitution and laws of the United States that the said Directors of NEWREZ LLC has a statutory oath to support the Constitution and the Banking Statues of the United States. In particular, the notice of registration of that oath is listed at Section 9 & 55 of the National Banking Act of 1864 ( Public Law 38, Ch. 106, 13 Stat. 99-118 ).
11. Inside of the provisions of that statute the Bank Directors have allowed for direct violations of their oath as a financial agent of the federal government. Those actions include : Extending a Mortgage agreement for beyond the prescribed statutory limit, not providing consideration in a said loan, or providing from an external source in violation of the original agreement ( as Banks can not loan capital Stock or the Stock of their depositors according to the statute ), failing to answer several freedom of information requests as well as failing to answer to challenges to the debt though they are required to by the Fair Debt Collections Practice Act, endorsing the Note/Bond after the initial transaction in order to receive funds through my signature, fraudulently acting as and assuming the legal position of a Lender when in fact they provided no consideration in the contract, transferring a loan after actions and notices of fraud had been made against the transaction in violation of Public Volume 17, 42nd Congress Stat. 13-15 shown as code at 42 USC 1983 for Actions under Color of Authority or Fraudulent and or illegal transactions. I request the oaths of office for the above listed defendants, so be it.
12. The loan for my XXXX XXXX home was allegedly secured from XXXX XXXX XXXX by NewRez in XXXX of XXXX. The first scheduled payment was made in XX/XX/XXXX, on time, and every other payment was made on time until I, the consumer, challenged the validity of the alleged debt in XXXX of XXXX. Per 15 U.S.C. 1692 ( g ) cease of payment shall occur until the validity of the debt has been proven. NewRez and its agents violated 15 U.S.C. 1592 ( g ) and 15 U.S.C. 1692c ( b ) by disclosing a late payment status to the 3 major credit bureaus thus damaging the plaintiffs credit history. It was then that the abusive practices such as the wrongful reporting of a late payment caused marital problems outlined in 15 USC 1692 ( a ). At the present time the validity of the alleged debt still has not been proven. XXXX has defaulted on his opportunity to cure multiple times. Such is evidenced by his acquiescence and tacit agreement and XXXX is now in breach of contract for failure to discharge the alleged balance of my account. XXXX has also failed to cease and desist despite multiple notices and is in violation of 17 U.S.C. 501 copyright infringement.
|
| 03/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage was sold to NewRez otherwise known as Shellpoint Partners LLC last year. Since the sale, I scheduled direct deposits from my checking account. I live in a cooperative apartment located in a flood zone. My building is required to obtain hazard insurance. I continue to get threatening letters from NewRez ( a partner & my mortgage company with Shellpoint ) that I need hazard insurance. I have lived at my home for 18 years & never paid my mortgage late. When I get these letters, I am worried about losing my home. I make an extra payment in fear that I will have my credit rating ruined. I have received letters on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & in XXXX. These letters state that they plan to buy hazard insurance. After receiving the last letter, I erroneously paid my mortgage payment plus {$700.00} over the scheduled payment on XX/XX/XXXX. When I realized that I had auto payment setup, I called immediately & spoke with XXXX XXXX ( customer service representative ). She assured me that they would not make the withdrawal. She then gave me the number to the insurance department.
After I could not reach the insurance company for NewRez, I sent my insurance document via their website to the organization for a 2nd time. Only after taking my regular payment for {$1500.00} on its due date, Monday, XXXX, did NewRez withdraw a 2nd amount on Tuesday XXXX for {$2200.00}. I immediately called & spoke with a representative. The representative stated that they would issue a refund. They did not mention that they chose to send a check, which I have still not received yet. On Wednesday, I called again & asked to speak with a manager. The manager told me that the refund was not an ACH transfer but a paper check. I insisted that this was unacceptable & was told that the check would be stopped and an ACH would be issued. Again, on Wednesday, XXXX, I spoke with the Supervisor XXXX. She stated that the funds would be in my account on XXXX. She also noted, after I complained, that there were overdraft fees on my banking account. I have {$2000.00} line of credit for overdraft fees yet, I still owe money to XXXX previously known as XXXX XXXX XXXX XXXX XXXX. Any monies received to my account, has now been designated to overdraft fees & insufficient funds. I called again on Thursday, XXXX & spoke with another supervisor that stated that the policy was on file. This is after XXXX had already told me that they have no access to my policy because insurance is a separate department. The second supervisor assured me that it might take until the end of the day, but she would expedite the return. I asked her to call me back when the transaction transpired & was told that they have no way to call back.
Again, I called on Friday, XX/XX/XXXX, asking to speak with a supervisor & spoke with XXXX. He told me that there is nothing more that can be done other than an expedited return & stated that he was a lead supervisor. I had to demand that I needed to speak with his supervisor prior to him giving me access to his supervisor XXXX XXXX. XXXX was very polite & told me that he understood my concerns. He also stated that I would not need to speak with another supervisor after our conversation & that he would see to it that the funds were distributed. He also agreed to call me back even though I had been told that they are unable to call anyone back.
Please help. Every bill collector that tries to withdraw from my account before XX/XX/XXXX, will cost me a {$30.00} insufficient fund fee & my credit is being destroyed as my credit card payment was already rejected. I can not find the XXXX notice because I must have left it at work. I need relief.
|
| 12/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
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|
I was sent a letter from XXXX stating that the mortgage would be switched to Shellpoint on XX/XX/XXXX. I reached out to them the week of XX/XX/XXXX and was told no information was available as of yet.
The mortgage was under assistance review from XXXX at the time and I wanted to find out the status so that I could plan accordingly. I have been trying to get the property rented out with a tenant and with a flux in my income and after experiencing a vehicle loss and property clean up due to Hurricane XXXX I was behind. I received a call on the XX/XX/XXXX from Shellpoint stating that they needed additional information and that the packet was incomplete. This was shocking to me since the last conversation with XXXX they told me they had received everything needed and that it was in underwriting. The phone call with the Shellpoint mortgage point person lasted about 20 mins and I was told to send my information. I asked for a letter stating what discussed in our conversation. I also asked for the amount due she stated {$4300.00} ( sorry ca n't remember the approx figure ). The letter requesting the documentation was dated for the XX/XX/XXXX and sent around the XX/XX/XXXX - the letter stated a XX/XX/XXXX deadline.
In the interim, I received my first statement from Shellpoint dated for XX/XX/XXXX for the amount of {$7100.00} due on XX/XX/2017. I was flabbergasted and scared because once again this figure seems to be put in place to help escalate the foreclosure process.
I prepared and sent in all requested documents on XX/XX/XXXX. I called to follow up and the next person I spoke to asked me to verify my information I did and they told me that they were unable to speak to me since the social security number that was on file did not match my social security number.
About two years ago I encountered the same issue with XXXX about the property, my grandmother was deceased and by rights of survivorship I inherited the property and was residing at the property. I understand that I only inherited the property but no the loan. However, XXXX added my name to the account so I could make payments however I was never sent any documentation to sign stating that I assumed the loan. If this could be secured from anyone of the mortgage companies for my documentation that would be greatly appreciated for my files.
Again while the account was with XXXX I made consistent payments but ran into difficulties and XXXX connected to me a loan assistance person to help start the process. As to the phone call with Shellpoint they stated they could n't speak to me about the account.
I called back again and spoke to a different person who asked me to send an email stating to change the social on the account and I did and was told I would have no issues moving forward. Shellpoint 's mortgage assistance called back sometime the week of XX/XX/XXXX and told me they still did not have enough information from processing. I again asked for the conversation in writing and a letter of specifics to make sure that I would prepare the newly requested documents to the best of my abilities. Not sure if I have run out of time for the loan modification but based on what I received it seems that way.
In total I only received XXXX mortgage statement ( XX/XX/XXXX ) and nothing before then to get an idea of the account and I am not sure how the account went from XXXX to XXXX. I also want to know if they received all documentation from XXXX from the account name from Estate of XXXX XXXX to my name for accounting purposes. I think they are stalling on the loan modification and finding ways to add more debt to make this situation as difficult as possible to resolve.
|
| 03/05/2017 |
No |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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Web |
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This is a complaint about Shellpoint Mortgage : CFPB Modification Rules not adhered to by Shellpoint referenced in part throughout complaint : PLEASE NOTE THIS IS ONLY HALF OF THE WRITTEN COMPLAINT DUE TO THE SPACE ALLOTTED. The entire complaint is included as an attached document in this file as this is an on going issue to date.
38 ( b ) ( 2 ) Properly evaluating loss mitigation applications.
Paragraph 38 ( b ) ( 2 ) ( ii ).
1. MEANS OF IDENTIFYING ALL AVAILABLE LOSS MITIGATION OPTIONS I started a loan modification on my primary residence in late XX/XX/2016 with SPS Mtg. Servicing, it was confirmed a complete application with all documents received on XX/XX/2016 by XXXX, being sent to underwriting and to follow up in two weeks. I called on XX/XX/2016 and was informed without any written notification whatsoever my mortgage would be transferred to Shellpoint Mtg. and to call on XX/XX/2016. This is when the problems started ; with the program deadline on XX/XX/2016 I knew everyone needed to stay on top of things ensuring documents were received from the former mortgage company etc.so I started my follow up calls to Shellpoint Mtg.
XX/XX/2016 ( Thursday ) My first call to Shellpoint, employee, XXXX, gave me the new account number and suggested I start the follow up because Shellpoint Mtg would never admit to receiving the documents ( from the former mortgage company ) even if they had, it was general practice, and they are trained to say this. I was told to call back on XX/XX/2016 Follow Up call no documents received yet. XX/XX/2016 ( Monday ) morning nothing Monday afternoon call, regular loan documents could be seen as received and resulted in Shellpoint employee, XXXX stating I would be asked to send all my Modification documents to them and start all over. He said Shellpoint employee XXXX was my point of contact and she would call me.XX/XX/2016 and XX/XX/2016 Follow up calls leaving V/M 's for XXXX no return call. XX/XX/2016 Follow up call to SP employee, XXXX was very rude kept me on hold for 38 minutes then said my point of contact was XXXX to send/fax in ALL Modification documents to his attention. transferred me to leave a V/M. I left a message for XXXX. XX/XX/2016 follow up V/M left for XXXX trying to confirm documents were received. XX/XX/2016 received V/M - XX/XX/ at XXXX pm that evening. No Information provided. XX/XX/2016 follow up V/M left for XX/XX/ trying to confirm documents were received.I never actually spoke with XXXX XX/XX/2016 received a V/M from XXXX at XXXX pm I called back right away and left a V/M. - XX/XX/2016 and XX/XX/2016 left V/M 's for XXXX with no return calls from her.
XX/XX/2016 I called XXXX and to my surprise she picked up her phone. I asked why no return calls from her after leaving several V/M 's to check status, no reason given. She confirmed SP received ALL 71 pages of my application packet, they were sent to pre-underwriting, it was the best looking and most organized packet she had even seen. I had several circumstances listed as to why the modification was being requested ; among the reasons ( but not limited to ), XX/XX/2016 car accident, mounting medical bills, divorce and a major property value decrease due to the yard literally getting consumed & falling into a city made swamp, causing damages to the house from the water. She guaranteed it was a complete application and being processed, not to worry about the deadline XX/XX/2016. And she would call back to tell me the outcome. Not hearing back from XXXX I started follow up call leaving several V/M 's for her without a response again. PLEASE SEE ATTACHED DOCUMENTS FOR A COPY OF THE ENTIRE COMPLAINT.
|
| 07/19/2017 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
|
|
On XX/XX/XXXX , Consumer Financial Protection Bureau has closed the investigation/complaint I had submitted against Shellpoint Mortgage Servicing. The complaint was submitted online, under my old email address which I can no longer access : XXXX . ( this complaint will use my new email address : XXXX ). The CFPB Complaint 's Reference number is XXXX .
Shellpoint Mortgage Servicing started billing me a monthly mortgage statement for a property in the address XXXX XXXX XXXX XXXX , MA XXXX This address is for the entire condominium building. A current investigation with County Justice of the Superior Court in Massachusetts is on file under Docket XXXX ( on pleading for Leave of Court from XXXX Housing Court ). The Complaint is for the investigation that the Board of Trustees of XXXX XXXX XXXX Homeowners Association Trust were holding my mortgage 's security certificate for XXXX XXXX XXXX between XX/XX/XXXX - XX/XX/XXXX when I was no longer required to pay for any mortgage by my servicer, XXXX XXXX XXXX , presumably because that was what XXXX XXXX give as benefit to the owners of the first-lien mortgage included in it. Within that time, a record in the XXXX County Registry of Deeds indicate there was a Partial Release on a mortgage under XXXX XXXX XXXX ( see XXXX County Doc XXXX on XXXX , under Book/Page 46480/72 recorded o XX/XX/XXXX but the mortgage goes back to XX/XX/XXXX ). This address does not exist since the Master Deed for the new condo was recorded back in XX/XX/XXXX . However, this address, XXXX XXXX XXXX as well as XXXX XXXX XXXX has been confused ( or deliberately falsely represented ) in several Land Court records to be under my name and under my first-lien mortgage 's security interest for the XXXX XXXX XXXX .
Shellpoint Mortgage Servicing has sworn under oath, of your authority, for the judicial order which conveys both my actual unit deed ( Book XXXX ) and my actual mortgage ( Book XXXX ) as well as the deeds either from the easement, appurtenance, or covenant, or all for the building with the address XXXX XXXX XXXX , Unfortunately, my mortgage with my Title and Declaration of Homestead had been conveyed as well. THESE ARE BOTH MAJOR FEDERAL AND MASSACHUSETTS VIOLATION, IN FACT A CONSTITUTIONAL VIOLATION OF MY HOMESTEAD RIGHTS. The unit deed and the fake addresses ' deeds had been distributed to each of the four Board of Trustees as well as the Condominium Trust. The Condominium Trust, under the address XXXX XXXX XXXX ( just like what your account references ) is now held by XXXX XXXX , the appointed HOA Trustee residing on Unit 5. The link to Shellpoint Mortgage Servicing is undeniable -- the HOA Trust 's account and the Actual Balance of your billing statement on my name are both XXXX by XX/XX/XXXX . There is also a recast stated in your most recent statement under my name with the Loan Number XXXX and that it will start in XX/XX/XXXX . There is also a Distribution that will happen for the Class 1 and Class 2 tranches of XXXX XXXX per its Prospectus filed with the SEC on XX/XX/XXXX , which I have a General Trust Petition filed against the HOA Trust and for the XXXX XXXX Trust to heed by judicial order. This record will definitely be distributed among the parties concerned, including Shellpoint Mortgage Servicing.
Your response has a clear and significant legal consequence. Please do not respond to this complaint that my name and the account number you have on file matches. That is not enough and it will be an attempt at aiding and abetting. CFPB is a witness.
|
| 02/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX we refinanced our mortgage through XXXX XXXX, and NewRez, LLC was assigned as the mortgage servicer.
In mid-XXXX XXXX we learned that XXXX XXXX had failed to pay off the mortgage when we refinanced. ( I learned this when we received a call from the former mortgage company about a missed payment. ) The short version of a long story is that the title company never sent the funds. Acknowledging the error, the title company and XXXX XXXX sent us a {$500.00} gift card, and in response to my request, they also issued a letter acknowledging their mistake and that the missed payment was not due to our oversight.
On or about XX/XX/XXXX we received a tax bill from XXXX County due to the failure of NewRez to pay our XX/XX/XXXX property taxes. I contacted NewRez and it took four weeks for NewRez to pay the taxes on or about XX/XX/XXXX.
During this delay, when NewRez was providing absolutely no information or update, I contacted several executives via email : XXXX XXXX, President ; XXXX XXXX, CEO ; XXXX XXXX, VP of Compliance ; and XXXX XXXX, Chief Compliance Officer. Not one executive, nor anyone from their staff, responded. Given the taxes were paid, I did not pursue the matter.
In early XX/XX/XXXX we received notification that our 1098 for tax year XXXX was ready for download. However, the 1098 reflected payment of only half of our XXXX property taxes. Upon review of our escrow account, there was no disbursement to XXXX County for the XX/XX/XXXX tax bill. Further evidence of this missed payment was our escrow balance which was significantly higher than it should have been had the tax payment been made.
However, upon checking our account via the XXXX County portal, I discovered we had a XXXX balance. I spoke with a XXXX County representative who informed me a payment was posted on or about XX/XX/XXXX and was applied to our XX/XX/XXXX tax bill. At the risk of being redundant, but in an effort to make this important point abundantly clear, there was no withdrawal from our escrow account for this payment.
I contacted NewRez on XX/XX/XXXX and a ticket was opened. More than two weeks later, still there was no update.
On XX/XX/XXXX I again sent an email to the same executives I contacted in XX/XX/XXXX. I requested a reply by the next day or I would contact your office. I immediately received a call from XXXX XXXX, Chief Compliance Officer, who left a voicemail message stating he would assist in getting the matter resolved.
The next day ( XX/XX/XXXX ) I received an email from XXXX XXXX. She stated she was waiting to hear back from the Tax Dept and would be in touch after she did. I have not heard from her or Mr. XXXX since Ms. XXXX XX/XX/XXXX, XXXX email, despite my XX/XX/XXXX email asking for an update.
On XX/XX/XXXX I received a corrected 1098 which reflects full payment of our property taxes. A review of our escrow account shows a disbursement to XXXX County on XX/XX/XXXX. However, I have confirmed with XXXX County that no payment has been received since XX/XX/XXXX, so this entry appears to be a fix to simply reflect that the taxes have been paid in full.
Here are my concerns that I believe need review : 1. Why have our property taxes not been paid timely and on schedule?
2. What prompted the random XX/XX/XXXX payment?
3. Where did the funds for the XX/XX/XXXX payment come from?
4. Where did the XX/XX/XXXX funds go if not to XXXX County?
As we both know, NewRez has a fiduciary duty to manage our escrow account, and there have been several failures in this regard in the mere nine months they have served our mortgage. I am not confident that things will improve going forward.
|
| 11/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
applied for line of credit to obtain auto loan through our credit union denied because Ditech ( which is a sister company of New Rez Shellpoint according to letter we received ) show open which according to XX/XX/XXXX it should state paid closed due to it being sold to New Rez. Also, because New Rez is showing we are late on our payments when we are not late. Also, due to this our escrow account is short and they company still hasn't shown where we paid an additional escrow payment in the amount of {$2400.00}. Our payments are made biweekly from our checking account with XXXX XXXX XXXX. We have a over payment of like {$530.00}.
Showing results for " New Rez '' [ Show all transactions ] XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type deposit XXXX XX/XX/XXXX REFUND XXXX XXXX NY activity type deposit status type icon cleared Cleared. Select to mark activity type deposit XXXX XXXX XX/XX/XXXX REFUND XXXX XXXX NY as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX XX/XX/XXXX Show additional information for activity type billpay XXXXNEWREZ Bill Payment activity type billpay status type icon cleared Cleared. Select to mark activity type billpay XXXX NEWREZ Bill Payment as Reconciled XXXX
|
| 04/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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We have a mortgage with XXXX/NewRez/Shellpoint Mortgage, # XXXX. Our payments are {$1500.00} per month.
We have made every payment since our loan was opened/processed late in XXXX. We have never missed a payment. We have never been late with a payment. Our mortgage ( and homeowners insurance policies ) have never lapsed. Most months, we have paid more than the minimum mortgage payment.
1 ) A year ago, XXXX mistakenly added an Escrow to our mortgage. When we called them, they immediately withdrew the escrow. I sent them {$1100.00} to reimburse the escrow in full. On XX/XX/XXXX, XXXX sent confirmation that Escrow was closed, but they did not properly credit our payment.
2 ) I sent XXXX a certified letter regarding not crediting our payment correctly. XXXX never answered, in defiance of RESPA.
3 ) Instead, XXXX transferred service of our mortgage to NewRez. We followed up with NewRez by phone, email, fax and letter for months and -- contrary to RESPA -- received no answer to our complaint.
4 ) Our attorney, XXXX XXXX, sent letters to BOTH XXXX and NewRez on XX/XX/XXXX concerning NewRez ' error. Again -- contrary to RESPA -- neither replied.
5 ) In XXXX, NewRez threatened to foreclose on our house -- even though we never missed a payment. We sent an additional {$1700.00} to NewRez UNDER PROTEST to keep NewRez from foreclosing on our home.
6 ) Even though we fully repaid XXXX/NewRez/Shellpoint the full {$1100.00} for the mistaken escrow, NewRez nevertheless began taking {$85.00} escrow from our regular monthly payments.
7 ) Taking {$85.00} Escrow per month from our regular monthly payment resulted in our payments being {$85.00} short every month. This resulted in our mortgage payments being credited by NewRez as " partial payments '' instead of full payments.
8 ) NewRez incorrectly " suspended '' our mortgage payments as a result and charged us thousands of dollars in penalties and interest.
9 ) NewRez continues to completely ignore our correspondence -- all in violation of RESPA XXXX Real Estate Settlement Procedures Act XXXX. They filed a negative Credit Report against us -- yet again in violation of RESPA. They threatened us with foreclosure in XXXX.
10 ) In XXXX, having exhausted every other avenue, we filed a complaint with the United States Federal Government, CFPB Complaint Number XXXX.
11 ) NewRez sent {$1800.00} of OUR OWN money back to us XXXX primarily the {$1700.00} we sent them in XXXX to avoid foreclosure ), but they still have not fix the root problem of crediting our XX/XX/XXXX full Escrow Repayment. We notified NewRez immediately that the problem was not fixed via CFPB 's website.
12 ) On XX/XX/XXXX, we notified XXXX XXXX at Shellpoint Mortgage that they still have not resolved the Escrow issue. NewRez continues to collect {$85.00} from our monthly payments. NewRez continues to charge us fees and interest penalties.
12 ) XXXX XX/XX/XXXX payment of {$1500.00} was again treated as a partial payment because of NewRez. On XX/XX/XXXX, NewRez returned {$85.00} by mail as an " escrow refund '' but they nevertheless erroneously treated my full payment as a partial payment. They made no fee nor interest adjustments -- those penalties continue to acrue.
12 ) On XX/XX/XXXX, NewRez sent us another foreclosure letter and threatening to again report us to the credit-reporting agencies. They have been harassing us with phone calls 4x a day even though I have told them to stop calling. When I ask for back statements, they direct me to their website even though i repeatedly tell them I do not have an online account for them.
NewRez simply refuses to fix their mistake.
|
| 09/19/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My wife and I signed the closing paperwork to refinance this loan on XXXX XX/XX/2019. On XXXX XX/XX/2019 my wife made the XXXX payment of {$3300.00} in error. My wife called NewRez LLC ( herein referred to as NewRez ) on XXXX XX/XX/2019 and asked about the refund process. She let them know that the loan was about to be payed off and that she made the next month 's payment in error. She was given incorrect information, specifically " not to worry about it '' because they will just refund the payment through an overage check. I called NewRez, shortly there after on XXXX XX/XX/2019. I let them know that we would like a refund for the payment made in error, because it still hasn't reached the due date and the loan was about to be payed off completely ( which the company should have been aware of, because they had already processed a payoff quote ; our refinancing of this loan had already been closed on ). I also mentioned that we wanted a refund because this loan was in the process of being payed off and if we did not receive a refund we would essentially be paying interest on a loan that doesn't exist. I was transferred to another section where I was told : in order to receive a refund I needed to send an e-mail, with the account number in the title, to XXXX explaining that the payment was made in error, that I would like a refund, and I needed to show proof that the payment had left our bank account for theirs. My wife sent NewRez an e-mail on XXXX XX/XX/2019 with the account number in the title, stating that she made a payment of {$3300.00} in error and would like a refund. She also provided proof that the money had been transferred from our account to NewRez. I called NewRez on XXXX XX/XX/2019 to follow up about the refund. I was transferred to the loan servicing department where I was incorrectly told that the refund was processing and that it would be sent out with the escrow refund later in the month.
On XXXX XX/XX/2019 my wife received a statement from NewRez saying that they posted the {$3300.00} payment, made by my wife, to the XXXX XX/XX/2019 installment and {$1.00} to their Convenience Fee. It stated that they received a wired payment on XXXX XX/XX/2019 in the amount of {$470000.00} and {$470000.00} was posted to the payoff of the loan and {$50.00} to the Release Fee. It also stated that on XXXX XX/XX/2019 NewRez issued an escrow refund in the amount of {$4000.00} and an overage refund of {$2400.00} ; and " upon investigation of your dispute, NewRez has been unable to determine that an error occurred. '' My wife called NewRez on XXXX XX/XX/2019 and was told that they already issued their refund, and an email will need to be sent to XXXX for further clarification of our issue, and that no other communication could be accommodated about this issue over the phone. I called NewRez later that evening, XXXX XX/XX/2019, and asked to speak with the loan servicing department. The individual I spoke with looked up the account while I was on hold, then came back and essentially re-read their XXXX XX/XX/2019 statement to me. I re-iterated that we asked for a refund over a payment made in error, and they did not refund that amount and instead posted it toward a loan that was in the process of being payed off. Noting that it seemed like they just wanted to get an extra month of interest from us, which at the very least seems like an unethical practice. Especially when the customer went out of their way several times to remedy the situation correctly. I was told that the department I needed to speak with was already closed, and that she would let them know that we " disputed '' their determination.
|
| 04/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Shellpoint Mortgage Servicing Began servicing my loan in XX/XX/XXXX. I am current on my loan with 2 payments left, final payment due XX/XX/XXXX. When I first started making payments to Shellpoint they were charging me {$720.00} a Month up till XX/XX/XXXX. Then my Mortgage increased to XXXX. I contacted Shellpoint to ask about the increase. They stated that my escrow had came over from XXXX XXXX with a negative balance. I asked for documentation they told me that didn't have to provide that information. In fact that's been the problem with dealing with Shellpoint they never address your issues with your loan. So my reason for this complaint is that Shellpoint servicing sent me a statement datedXX/XX/XXXX with a total amount due of XXXX. - the statement Principle Balance XXXX plus Overdue Payment XXXX. I called Shellpoint on XX/XX/XXXX to ask about two issues. The first was why my escrow had decreased from XXXX to XXXX. Customer service said they had paid my Personal Property Tax on XX/XX/XXXX early. I then asked about the overdue payment didn't even match statements online. Document attached states XXXX. Fees -Late Fees XXXX, Legal Fees XXXX and Other Fees XXXX - On my calculator these Fees equal XXXX. So the customer service person said that she could not tell me why I was being charged Legal fees or other charges and could not confirm why I was been charged XXXX in late charges. She said I would have talk to another department.
This loan matures onXX/XX/XXXX I don't have a problem paying what I really owe On XX/XX/XXXX I received a call from XXXX XXXX welcoming me back to XXXX XXXX. I told the guy about these same issues above, he said he could only tell me that my principal balance was XXXX and that all the data from Shellpoint had not uploaded into there system. I began asking him about my loan history from XX/XX/XXXX to XX/XX/XXXX, he said he couldn't access it right then. So I asked him was XXXX XXXX on the record at the XXXX XXXX for being able to legally service this loan. He stated that thats the first thing they do when they start servicing a loan.I told him that I had went to XXXX XXXX Records after my XXXX XXXX Agent hat contacted me in XX/XX/XXXX telling me he could not find anybody on the Record at XXXX XXXX Records servicing my loan.
Shortly after that conversation I received a check from XXXX for around 1,100.00 I have been asking Shellpoint Mortgage to provide me with documentation that they are legally servicing my mortgage loan. I'm still waiting and the documents I received from XXXX XXXX Records don't make any since far as the servicers that serviced this loan from the past. I would like a official document from Shellpoint that proves who actually owns this specific mortgage note.I have never been in foreclosure or have never modified this loan. So why am I being charged legal fees and what are these so called other charges of XXXX. I would like statements proving XXXX in late fees. My Mortgage has a grace time due before or on the XXXX of each month. I also want Shellpoint to get my escrow history from XXXX XXXX proving a negative balance when this loan came over to them in XX/XX/XXXX.I Pay XXXX towards Principal and Interest each month with a fixed rate of 7.9 %. This loan is a good example how mortgage servicer 's try to fraud consumers out of there cash. This loan was disputed in XX/XX/XXXX for trying to cheat us out of over 6,000.00 in Principal and Interest due, that they ajusted with the help of Consumer Financial and the Virginia State Attorney 's Office.
I have not received any documentation from Shellpoint indicating they are not still servicing this loan.
.
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| 03/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
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XXXX XXXX currently has a loan with Shellpoint Mortgage on a property located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. This loan is in default. In XXXX XXXX XXXX of XXXX XXXX approached Ms. XXXX claiming she could help XXXX save her home. Ms. XXXX is elderly and is declared legally XXXX XXXX and XXXX by the State of California. XXXX XXXX, aware of Ms XXXX 's vulnerable situation coerced and threatened Ms XXXX to sign papers which included a 1 ) Grant Deed and 2 ) Quit Claim Deed. In XXXX XXXX XXXX recorded the Grant Deed, transferring the title of XXXX XXXX XXXX XXXX into the name of XXXX XXXX " as a bonafide gift ''. In XXXX Ms. XXXX sued XXXX XXXX and was granted Quiet Title of XXXX XXXX XXXX XXXX plus damages of $ XXXX due to legal fees, real estate fraud and elder abuse which has never been paid by Ms XXXX . In XXXX of XXXX Ms. XXXX recorded ANOTHER deed, a Quit Claim Deed signed in XXXX transferring ownership of XXXX XXXX XXXX XXXX into the name of XXXX XXXX a SECOND time. The latest title issue has significantly hindered our ability to negotiate terms with Shellpoint Mortgage. I along with others to include the attorney for the Bankruptcy Trustee have explained to Shellpoint Mortgage multiple times that Ms XXXX was and continues to be a victim of real estate fraud and Elder Abuse. Mr. XXXX who was the attorney for the Bankruptcy Trustee emailed me to say that Shellpoint would not allow him to sell the property or to work any type of arrangement so he could not continue since Shellpoint Mortgage refused any type of work out. Despite sending the original complaint and judgement from the case in XXXX and sending the second recorded deed Shellpoint stated DIRECTLY " we are not concerned about the title..we are only concerned about the debt. '' Despite the fact that we have a court complaint that clearly outlines Ms. XXXX diminished XXXX and XXXX abilities and the Courts agreeance in a legal judgement that Ms XXXX is a victim on many levels Shellpoint continues to insist on selling Ms XXXXXXXX XXXX property. It took MONTHS of calls, emails and faxes to finally make Shellpoint Mortgage STOP communications with XXXX XXXX. Despite giving Shellpoint Mortgage several definitive forms of communication the continued to violate XXXX XXXX right to financial privacy by not only 1 ) communicating with XXXX XXXX 2 ) changing phone contact numbers and mailing addresses 3 ) submitting fraudulent and forged short sale documents in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX 4 ) convinced Shellpoint to share private loan information ( realtor XXXX XXXX and his assistant XXXX XXXX ) WITHOUT proper authorization. There is also a FORGED Borrowers Authorization that has been reported to the XXXX XXXX County Sherrifs Department and on XX/XX/XXXX and official Police Report was filed against XXXX XXXX and Shellpoint Mortgage with the XXXX XXXX Police Department-XXXX XXXX Division regarding this. Ms XXXX has an active law suit against XXXX XXXX ( Case XXXX ) to get the title of her property back into her name a SECOND time and to be able to work to save her home of almost 35 years. DESPITE Shellpoint Mortgage knowing 1 ) Ms XXXX is a victim of Real Estate Fraud 2 ) Ms XXXX is a victim of Elder Abuse 3 ) Ms XXXX is declared XXXX and XXXX XXXX by the State of California 4 ) this property has a clouded title SHELLPOINT MORTGAGE IS INSTANT THEY WILL PROCEED TO SELL THIS XXXX AND ELDERLY WOMAN 'S HOME DESPITE HER EFFORTS TO GET HER TITLE BACK IN ORDER TO WORK OUT AN ARRANGEMENT WITH SHELLPOINT MORTGAGE. At this point Shellpoint Mortgage is actively participating in Elder Abuse and the victimization of the legally XXXX.
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| 06/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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In XXXX of XXXXNew Rez who owns Shellpoint Mortgage Servicing purchase the remaining few payments on my loan from Ditech. This mortgage has been purchased multiple times over its life. The trouble began right away.
1. I was never notified that New Rez took over the mortgage. I did not find out until I was reported late on my credit report. I called Shellpoint and was told not to worry, they would remove the credit information and I paid the loan current. They did not clear my information with the credit bureau. ( This loan is in my name and my wife XXXX XXXX ). As I had a bankruptcy over 10 years ago, they could not report it on my credit file but did and continue to do so report delinquency on my wife 's credit, which has seriously damaged our credit.
2. The next payment due was scheduled for {$3100.00}. The issue was the amount owed was only {$2200.00}. Shellpoint refused to accept a partial payment and then locked my account from payment. At this time there were fees Shellpoint was adding to the account. I disputed these fees multiple times. They were unwilling to remove these fees, most of which were in dispute from other servicers. Shellpoint told me that if I could prove these were in dispute, they would remove them. They did not.
3. Shellpoint began to charge me late fees, interest and attorney 's fees.
4. Continual requests from Shellpoint for a payoff figure went unanswered since XXXX of XX/XX/XXXX. At that time they did send a payoff that included all the disputed charges which were not vaild and they still refused to accept payment to clear the principal owed on the note.
5. I began e-mailing XXXX XXXX who is in senior management at New Rez. He managed to get someone at Shellpoint to respond and I was told by XXXX at Shellpoint that I would be receiving a call from loss mitigation. I did not. I have e-mailed XXXX 5 times in total.
6. I finally received a call from loss mitigation and was told as the loan was past its final payment date, they could not review or eliminate any of the charges that have been on dispute on this loan.
7. Last month, spurred by my constant calls, Shellpoint sent an intent to foreclose letter on XX/XX/XXXX and demanded {$12000.00} to cure the default. This payment included some of the dispute amounts but in order to stave off a foreclosure I paid the funds on XX/XX/XXXX to cure the default, well before the requested date of XX/XX/XXXX.
8. Shellpoint then sent the account to an attorney collection agency. They send a letter requesting my acceptance of the debt or to dispute it prior to XX/XX/XXXX. I have not answered yet.
9. On the heels of that letter from the collection agency, the same agency sent another letter stating I have to pay another {$22000.00} or they will foreclose, showing the remaining principal as {$.00}! This was after the {$12000.00} was paid!
10. I have not been supplied with a breakdown of how the amounts were derived so I can determine which of the fees are invalid vs. valid.
At this point I need someone to intervene. As senior citizens nearing retirement, this behavior by this company is unconscionable. This company 's tactics are intimidation and fear. After just paying the over {$12000.00} and not being able to dispute anything out of fear of foreclosure they claim I owe {$.00}. It appears this company, who purchased my loan at the very end of it's life, was just trying to come up with reasons to charge me for fees, inspections never done, attorney fees that are not valid and interest to make a profit. I am hoping you will be able to assist. I am attaching the most pertinent files.
I have more if needed.
Thank you.
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| 08/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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|
Web |
Servicemember |
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While I was recovering from a medical emergency I applied for mortgage assistance. After NewRez/ Shellpoint received the assistance application I received an email from Loss Mitigation XXXX XXXX who confirmed that the application was received and that they were working on it ( email attached ). Further she confirmed that there was no issues with escrow and that she was going to submit the paperwork for approval, On XX/XX/2023 I spoke with Shellpoint/NewRez about my application and approval. I was told that the application was approved and that the forbearance would cover XXXX, XXXX, and XXXX, and that I would start back making payments XX/XX/2023 ( screenshot of my call log attached ). Today, XX/XX/2023 I received a call from Shellpoint/NewRez as `` an attempt to collect a debt ''. In this call the agent said that she was calling because I was past due. I was confused. I told her that wasn't correct because I was on forbearance, and that I spoke with someone three days ago. She told be that was incorrect and that not only was I not on forbearance, I had been reported to the credit bureau on XX/XX/2023 and would be reported again on XX/XX/2023. First, this loan was transferred XX/XX/2023. For newly transferred loans I thought that there was a 60 day grace period, so why was it reported on XX/XX/2023. Second, if it wasn't reported why are agents from Shellpoint/NewRez engaging in lying that things are beinr reported to the credit bureau when they aren't. The agent informed me that the call was being record, and I also recorded the conversation. After I questioned her about the reporting to the credit bureau she then stated that she saw the paperwork on line and that " no decision had been made. '' Again this is in direct contradiction to the agent on XX/XX/2023 that stated I was approved. Next she transferred me to a supervisor. This supervisor then said that I had not been reported *again being told two completely different things by the NewRez/Shellpoint agents. He then told me that my forbearance was denied. This was the first time I heard that. So now I have been told three differnt things by XXXX XX/XX/XXXX, XXXX I was approved. XX/XX/XXXX, XXXX still in process, and also on XX/XX/2023 denied. when questioned by the loss mitigation supervisor XXXX XXXX about how my account went from approved on XX/XX/2023 to denied on XX/XX/2023 he stated " that the system was having glitches '' and he acknowledged that while I was told the forbearance was on the account, " that's no longer the case '' and that my only option was to bring the account current tonight if I didn't want it reported to the credit bureaus ( also on a recorded line ). When I log into my account it states that I am on a forbearance, but yet I/m told no, ever since my formal complaint. Screenshot from my account says I'm on a forbearance.
At this point I believe that Shellpoint/NewRez is retaliating against me. I previously filled a complaint about how this loan was transferred and how I was not notified as required by law with this agency. After I filed the complaint my forbearance went from approved to denied. I feel like Shellpoint/NewRez are not following fair debt guidelines, and is engaging in deceptive practices to say that I was reported to the credit bureaus on XX/XX/2023 when that was not true. All of this is coming from my previous complaint and is retaliatory. Can a debt collector lie and say they have reported you to the credit bureaus when they haven't? Can a mortgage company grant a forbearance ( it's even in my online account ) documents attached, and then reverse and deny it without notice or explanation?
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| 04/07/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan modification,collection,foreclosure
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|
Web |
Older American |
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I have been paying off the interest plus additional funds every single month on a home equity loan. Around XX/XX/XXXX, I found out I had XXXX and knew that the principal on my loan would be coming due the beginning of XX/XX/2017, I contacted the XXXX loan company to find out if I could modify all or a portion of the loan when it came due so that I could pay off some of my medical costs. I was told by them to wait because the loan was sold and the new company would probably offer me better terms.
I was undergoing treatment for some XXXX and finally contacted Shellpoint Mtg. Early fall, I was told I would hear back from them soon, never did. I contacted them again in XX/XX/XXXX and was told that we could possibly work out a modification on some of the loan, I asked if I could still make payments while this plan was out into action. I was told, NO. I NEEDED TO WAIT. I talked to a few people to no avail, finally I spoke with someone and we spoke about paying {$25000.00} up front. He said he would take it to the investors. Again, I finally contacted them because I had n't heard from them. I was then told that the investors wanted proof that I had the amount in my possession, so I sent them a modified bank statement.
Again, it went back to the investors. In the meantime, I actually tried to make electronic payments and was denied so I called and tried to make a payment of {$25000.00} so at least I would be showing my good faith about making the loan work. It was denied.
I finally. Called back again after not hearing from. Shellpoint officers and was told my. Request was denied because I have plenty of equity in my home.
I was told to make a better offer or sell my home. I came back and said i would like to pay all except XXXX and modify that portion. I was told it was going to go back to the investors.
I waited heard nothing and again called and try to put money on my loan. I got so frustrated, I got the payment coupon in the mail and decided it was better to have a roof over my head than to continue with the added costs of medications and treatment above and beyond my insurance.
I wrote a check for the full amount of {$32.00} XXXX and nailed it back with the payment slip.
I then called the loan XXXX and told them to expect payment in the mail within XXXX business days. I told them that I wanted this over and better hind me with this threat of doom lingering over my head. Unbelievably, he told me that they were still trying to work with the investors for some portion of a modification. I told them to just cash the check and be done with it all.
After a few weeks, the check was still not cashed. I called back again, I was told that the investors said I have a lot more equity in the house and that my check was going to be mailed back to me and now they want {$47000.00} to end the debt.
I ca n't even begin to tell you how anxious I have become. I can barely catch my breath and I am beyond exhausted trying to find some kind of help.
I went to an agency that offers assistance. They did a credit check and found my score has dropped over XXXX. since this has begun and that they list me as owing them now, days later {$68000.00}. I find myself wondering if death is the only possible alternative?
Please, please can you help me? They know I am a senior citizen and live alone. I totally believe this is a blatant case of predatory lending. If they are destroying me like this, what are they doing to others like me?
Please I need you 're assistance to put and positive ending to this months of nightmares.
If you need additional information. Please contact me At XXXX or XXXX.
Thank you XXXX
|
| 02/12/2022 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
|
I was in a forbearance period on my home mortgage due to the COVID-19 pandemic. I came out of forbearance on XX/XX/XXXX. I called Shellpoint Mortgage in XXXX to discuss options for resuming my mortgage payments. On XXXX, XXXX, XXXX, an agent at Shellpoint Mortgage gave me the contact information for a loss mitigation specialist, XXXX XXXX. I contacted XXXX XXXX on XX/XX/XXXX. XXXX XXXX said I could complete a partial claim that would cover my missed payments, and that I would resume making payments in XX/XX/XXXX. The customer service agent I spoke to on the phone on XX/XX/XXXX said that I was not at risk of going into foreclosure or harming my credit, if I elected the partial claim option. This conversation occurred on a recorded line.
I completed the paperwork for the partial claim and submitted it within the required timeline. I resumed making payments in XXXX, as I was instructed. There was not an option to make an online payment for the months or XXXX or XXXX, XXXX on my account, nor did I receive a bill. The company claims they sent letters alerting me that I was coming out of forbearance, but the letters they sent did not specify a date, nor were they specific to my loan ( company can view in letter they sent on XX/XX/XXXX ).
In late XXXX, Shellpoint Mortgage reported a 30-day late payment to the credit bureaus for the month of XX/XX/XXXX on my account. My score dropped by nearly XXXX points.
I disputed this late payment with both Shellpoint Mortgage and the credit bureaus. Shellpoint Mortgage stated that no error was made and verified the reported late payment. I contacted XXXX XXXX who stated in writing on XX/XX/XXXX that the partial claim covered the months of XXXX and XX/XX/XXXX, that I completed the partial claim in a timely manner, and that I was told to resume making payments in XX/XX/XXXX. She sent this documentation to Escalations to review for credit correction on XX/XX/XXXX.
On XX/XX/XXXX, the company again denied that an error was made. When I spoke to a customer service agent, she informed me that the Credit Reporting arm of the company did not have access to the documentation provided by XXXX XXXX, despite the fact it was sent by her directly to Escalations and to XXXX XXXX XXXX, Director of Compliance. Throughout my conversations with the multiple customer service agents at ShellpoinXXXX, it has become very clear how siloed, and inefficient ( perhaps deliberately ) the departments are structured, to the detriment of homeowners.
On XX/XX/XXXX, Shellpoint Mortgage reported a 30-day late payment and a past due balance of over {$36000.00} for the month of XX/XX/XXXX on my account. This caused my credit score to again decline significantly. My account is current and there was not a late payment for the month of XXXX. I believe this action is predatory and retaliatory in nature. In a letter sent to me on XX/XX/XXXX, Shellpoint Mortgage stated they did not report my account as past due or late for the month of XXXX, but the attached documentation will show otherwise, and will also show my account is current. They simply lied and reported information falsely.
In the letter Shellpoint Mortgage sent on XX/XX/XXXX, again denying an error was made on their part, they also inaccurately recalled the nature of my conversation with the customer service agent on XX/XX/XXXX, indicating I should have been aware that my credit would be impacted should I not make a payment in XX/XX/XXXX, when in fact the exact opposite was expressed by their customer service agent. I would like a copy of that conversation. This company has shown itself to be dishonest, misleading and unfair.
|
| 10/22/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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|
Web |
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I started looking for help with my mortgage in XXXX XXXX, I was assigned a HUD counselor thru NJ Citizen Action, XXXX XXXX, at that time I was eligible for the HomeKeeper Program thru the hardest hit fund. Due to this counselor being out of the office so much & everyone else in that office kept telling me she had to take care of it, this application was submitted close to end of program XXXX. Counselor away on a conference XXXX thru XXXX so received no updates on application & when I did get in touch in the XX/XX/XXXX she gave me the email, phone number & told me to call XXXX myself to see status. I emailed, immediately received a letter telling me that the application had been declined due to incomplete application submitted-XX/XX/XXXX tax return not file which it had been or so I thought I submitted it but somehow it was either never posted or never received but due to this being so late I could n't even rectify the situation & resubmit because the letter told me the determination was final no appeal process was available for that loan at that time. I kept watching website to see if they were excepting appeals finally XXXX XXXX I submitted appeal & after sending in more requested documents I received denial in XXXX of XXXX, reason for denial exactly as the first-incomplete application XXXX taxes not filed- no appeal- decision final. I wrote them & included return receipt from IRS that the taxes were received when I spoke with the director she told me the reason being was that my unemployment had run out before the limits of the program which was not so, this was calculated by the HUD counselor who assured me many times application was completely correct & within the guidelines of the program. So at that point I gave up on that program & started to work with Shellpoint Loan Servicing on a HAMP modification, HUD counselor never offered to help me with anything further. In XXXX XXXX I submitted every document they requested, kept getting letters asking for the same documents over again, kept submitting them, my negotiator was XXXX XXXX & every time I spoke with her I had to submit the same documents again. On XXXX XXXX, XXXX XXXX explained that I was denied the modification due to my debt to income ratio was 43.3/4 %, which I really did not understand, I never received anything from the bank explaining this or what I should do next. XXXX suggested that I should appeal & resubmit the application. I wrote bank requesting in writing the break down of the denial & I resubmitted the entire application all over again this time I had more income due to son moving home. XXXX XXXX is my negotiator & also very hard to establish contact with, I submitted entire package XXXX/XXXX/XXXX again document after document was requested numerous times last document requested on XXXX/XXXX/XXXX. I left numerous messages for XXXX XXXX from end of XXXX to present & still have not spoken with her, Online under modification status XXXX/XXXX/XXXX - Non-GSE Hamp not approved contact XXXX XXXX there may be other programs for which I am eligible. she returned my call on XXXX occ. 2 days after message was left & I was not available. On XXXX/XXXX/XXXX I received call from XXXX XXXX, negotiator, who informed me XXXX XXXX out of the office & will get back to me ASAP & after discussing my situation & reviewing everything she could not understand the denial, she wanted to review something that could help me, would get back to me shortly also would send copy of appraisal no response, no appraisal. sent cert. letter to bank for detailed explanation of denial, copy of appraisal, received XXXX/XXXX/XXXX still no response
|
| 02/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
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Dear Sirs/Madams, I would like to file a formal complaint against Shell Point Mortgage Servicing. My name is XXXX XXXX XXXX. My loan number with Shell Point Mortgage Servicing is XXXX. I reside at XXXX XXXX XXXX XXXX XXXX FL XXXX.
I have been working diligently with Shell Point Mortgage Servicing company to get a modification approved for well over one year now. After providing Shell Point Mortgage Servicing company with their required and requested paperwork over and over again, continuously updating information which was previously sent and following up with updates I was approved for a HAMP tier 1 mortgage modification on XXXX XXXX, XXXX the evening before we were scheduled to go to mediation ( pleae see a copy of the trial modification approval attached ).
However, the modification was well outside HAMP modification requirements or calculations ( i.e. XXXX % of the gross household income ).
Specifically our gross total household income listed on the RMA is {$5600.00} per month. Utilizing HAMP requirements that would represent a maximum mortgage payment of approximately {$1700.00} per month. Our trial modification approval is well above the XXXX % HAMP rule. The modification was approved for a monthly payment of {$2600.00} which is roughly 48 % of our gross total house income.
I mentioned this discrepancy during mediation and again several times to our mortgage servicing representative. During my discussions with Shell Point Mortgage Servicing I discovered that they had applied the same earnings multiple times and had in fact doubled our gross household income. In my initial discussions with the individual assigned to my mortgage on XXXX XXXX, XXXX, XXXX XXXX, she admitted that there appeared to be an error made on their part. However, in subsequent discussions they refused to take that into consideration and stated simply that the approval is correct based on the numbers they used.
I am attaching a copy of the RMA provided to Shell Point Mortgage Servicing which stated that my total household income is {$5600.00}. I would further like to state that I included my wife 's income upfront as I had all along as she is part of the total household income. The RMA paperwork stated that I was including my wife. It included her Social Security number, her pay stubs and her signatures and listed her as Co -borrower all along.
Please note that after I was informed by the mortgage servicing company and the mortgage holder XXXX that all required documents have been received with the exception of my XXXX and XXXX XXXX XXXX information I was subsequently told to have my wife sign a " Non-Borrower Contributor Form '' indicating that she would be contributing her earnings towards the mortgage. I question the need for the form as her earnings had already been included in the total gross household income. I was told she needed to sign the form because she was not on the mortgage. I was not told they would be counting her income again, thus inflating the total gross household income. It is further worth noting that they required I provide proof of my earnings to myself from my business via bank statements which I did and which they 've been included again essentially doubling our total household income.
It is clear if you look at the RMA I filled out and compare it to our XXXX personal tax returns that the " Total Gross Household Income '' is in fact XXXX as stated on the RMA. Please see an attached copy of our XXXX personal tax returns and a copy of the RMA to support this information.
I would greatly appreciate your support in righting this wrong.
Respectfully, XXXX XXXX XXXX
|
| 06/09/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
My mortgage is serviced by Shellpoint Mortgage Servicing. We, like so many people defaulted on our FHA mortgage during the recession. We filed Bankruptcy Chapter XXXX in XXXX of XXXX and started our plan as directed. Two months into the plan I became ill and had to leave my job. With me not working and not being able to keep up with BK plan our attorney and trustee agreed to convert to a Chapter XXXX and discharged on XXXX XXXX XXXX. At all times during the Bankruptcy our mortgage was with XXXX XXXX XXXX. We started talks with XXXX XXXX XXXX and started a loan modification in XXXX of XXXX. In mid XXXX of XXXX I received a phone call from XXXX XXXX XXXX office of the President and they would not do a modification and my loan was defaulted and sent to the FHA. They even told me that a company named Resurgent Mortgage Servicing would be taking over. For XXXX months we tried contacting Resurgent for three months we were told they had no information on us and to call back. On XXXX XXXX XXXX Resurgent filed foreclosure on us, I quess they knew who we were after all.
Around the beginning of XXXX XXXX we received a letter from Resurgent saying they are changing their name to Shellpoint Mortgaging Servicing.
We are almost retired and decided we wanted to fight to keep our home, it was simply too important to our future. Resurgent would n't even talk to us. Phone call after phone call they kept saying we have no information on you or your property. We were desperate, we wanted help and finally we saw a TV commercial done by the Arizona State Attorney advertising a program called SAVE OUR HOME ARIZONA.
We made contact and found we qualified. We made our first payment on XXXX XXXX XXXX. We had our final Interview on XXXX XXXX XXXX. On XXXX XXXX XXXX we received our confirmation from the State of Arizona Department of housing that we had successfully graduated and our loan would be reinstated sending a check for XXXX which would cover full reinstatement all fees, back payments, and interest paid in full. Also a second check in the amount of XXXX for the reduction of principle also a third check to the Office of Housing FHA-Comptroller Director of Mortgage Insurance in the amount XXXX to clear FHA lien.
Since the Reinstatement we have made every payment on time every month. Shellpoint received the Funds from the State of Arizona on XXXX XXXX XXXX it 's been a rollercoaster ride every since. It took till XXXX XXXX XXXX for Shellpoint to finally apply the funds to the account properly. The word reinstatement must be used by different people different ways. I pay every month, on time, they report to the credit bureaus as Discharged in Chapter XXXX. When I inquired, I was told to put my request in writing, and I did. They wrote back that they report to the credit bureaus as paid as agreed ( I HAVE THE LETTER ). Next when I called again they said it is the LAW, we have to report it as discharged in Chapter XXXX. There is no LAW of credit reporting, it is an agreement between the creditor and the bureau.
For the last two months they have been hitting with a charge of {$90.00} for an appraisal fee from a year ago. I have also paid this, and they always apply the extra payment to principle. So I have to call to get it applied right so far this {$90.00} is still applied to principle.
How are we to get rid of this high interest loan if they wo n't report the loan right? No one will touch us. We had a financial plan to refinance to a five year ARM, and in XXXX of XXXX to do a reverse mortgage, leaving us house payment free and ready to retire.
We have ALL documentation available at your request.
|
| 05/16/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
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Loan Servicer is Shellpoint Mortgage Servicing Owner of Loan is XXXX XXXX XXXX - XXXX On XX/XX/2020 I received a written assurance from the loan servicer that " You have been approved for a Forbearance Plan and should receive written notification in the mail within 7-10 business days regarding the specific details of your approved 3 month plan. '' ( Note : 7-10 business days from XX/XX/2020 would be from XX/XX/XXXX to XX/XX/2020 ).
On XX/XX/2020 I received a second assurance by email from the loan servicer that I had been approved for such a forbearance plan. The email stated : " Based on a careful review of the information you provided to us, you have been approved for a Forbearance Plan. A Forbearance Plan is a temporary suspension of your mortgage payments intended to allow you the time and flexibility to manage the financial challenges affecting your ability to pay your mortgage.
Forbearance Plan Your monthly mortgage amount of {$25000.00} has been placed on a temporary forbearance for a period of 3 months. That means that starting on XX/XX/2020 and for the next 3 months YOU WILL NOT BE PENALIZED WITH A LATE PAYMENT CHARGE OR WITH NEGATIVE CREDIT REPORTING IF YOU MISS A MORTGAGE PAYMENT. '' I was grateful to receive the approval of the Forbearance Plan and I was waiting to receive the " specific details of your approved 3 month plan '', when I received another letter from the lender, dated XX/XX/2020 which ( erroneously ) stated : " This notice is to confirm that you have declined the COVID-10 [ sic ] Forbearance Plan assistance program.
We have removed the Forbearance Plan from your loan. Please be advised that we will continue to service your loan in accordance with all applicable State and Federal laws. '' I never declined such Forbearance Plan assistance program, nor had I communicated in any way with the lender my intention to do so. Rather, I had applied for it, was happy I was approved for it and was awaiting further " specific details of your approved 3 month plan '', when I received such XX/XX/2020 letter notifying me that my approval had been withdrawn ( for no stated apparent reason ).
Then I received an alert, that, despite the lender 's assurance that there would be no negative credit reports during the pendency of the three month forbearance period commencing on XX/XX/2020, the lender did make negative credit reports against my credit during such period ( on or about XX/XX/2020 ).
I made numerous attempts to reach my single point of contact, as well as the escalations department and the loss mitigation department of the loan servicer to get them to place the loan back in the forbearance plan ( from which it should never have been removed ), and to delete the negative trade lines on my credit. I received no responses. Despite several emails and telephone messages to my single point of contact, he has also never responded to me, in violation of California HBOR Civil Code Section 2923.7. Likewise, neither the loan servicer nor the owner of the loan have responded to any of my RESPA Qualified Written Requests or Billing Error Notices under 12 USC 2605, nor have they corrected the credit during the 60 day dispute period ( 12 USC 2605 ( e ) ( 3 ) ), or, indeed, at all.
I have applied for SBA Covid 19 Relief that is being placed in jeopardy by the erroneous negative credit reports that should not have been made during the Forbearance Period under the Forbearance Plan, which, in turn, should never have been unilaterally, and without stated reason, terminated by the loan servicer on XX/XX/2020, only one week after it had been approved for a 3 month period.
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| 12/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My loan was being handled through Ditech Financial , LLC. They filed for bankruptcy on XX/XX/XXXX. On XX/XX/XXXX they completed a sale of my loan to Shellpoint a Division of Newrez.
When I found out about this, I called Shellpoint and found out they were a debt collecting mortgage company. I could not understand this. I was told the loan was approximately 45 days late and that I only owed 1 month worth of payments to become current, which I made, but did not understand the 45 days late. They said over the phone that there were late charges, short pay fees, and other monies needed to bring the account to date. I said the charges, approx {$1900.00} seemed excessive to me. After several phone call I was told by an agent named XXXX that the largest amount owed was a Forced Place Insurance fee that was due because of lack of insurance in XXXX. Also because of the amount of the XXXX, which at that time I was told was approx {$1500.00} ( which I now know was actually {$1700.00}. ), that account because of my monthly payment fee of {$420.00}, was deemed 45 days late, and property inspection fees totaling {$210.00} had been added to the account. He said I needed to email Shellpoint to have them investigate, because I told him the property was insured during XXXX.
I emailed the proof of insurance to Shellpoint. I waited for a response. I called to make sure they received the proof and was told yes they have it, they did not know why the charges had not been reimbursed. No need to go thru all the responses back and forth, but finally Shellpoint ultimately said they were not responsible for the mistake, because they did not own the loan at the time the mistake occurred. I told them Ditech Financial , LLC has filed bankruptcy, and is no longer available to contact about the issue.
I finally contacted an Attorney for advice. I was told that Shellpoint is responsible for mistakes on the loan, warts and all because they are the Successor of Interest, and as such will be receiving the monies still owed via the XXXX, and the home inspection fees. The Attorney also said that if Ditech and Shellpoint made contractural agreements to absolve Shellpoint of any of their mistakes, since the contract was not of my making there is a 4 year breach of contract option available to me, and it looks like since that time will be sometime in XXXX, Shellpoint is dragging it out so they cant be held responsible.
Ditech Financial , LLC filed for bankruptcy XX/XX/XXXX Shellpoint a division of Newrez obtained ownership of the loan on XX/XX/XXXX Forced Placed Insurance was placed on the property on XX/XX/XXXX Property inspections kicked in shortly after I was finally told of the XXXX XX/XX/XXXX I the mean time I had made payments thinking they were late charges and short pay charges toward each issue, the dates are the following : Forced Placed Insurance- XXXX {$71.00} XXXX {$71.00} XXXX {$71.00} XXXX {$140.00} XXXX {$28.00} Property Inspection Fees- XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XX/XX/XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$20.00} XXXX {$15.00} I am sending proof of Ditech Financials, LLCs Bankruptcy Proof the Property at XXXX XXXX XXXX XXXX XXXX XXXX, Ca was insured in XXXX Proof Of the Forced Placed Insurance XXXX and XXXX Inspection fees Proof of corespondents between myself and Shellpoint I would like to pay this loan off , but do not want to pay the FPI, or the Property Inspection fees. If you need anything else for this investigation, please contact me and let me know- XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX Email- XXXX Cell # - XXXX
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| 09/18/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I requested an equity loan from my mortgage company since I was in a great equity situation and my appraisal was excellent. This process start mid XX/XX/XXXX with XXXX XXXX. On XX/XX/XXXX XXXX, the underwriter sent " Great news! Your mortgage loan with NewRez has been approved. '' The papers stated this was a refinance loan. When I questioned, I was told that in order to pay off the 2 credit cards that I was trying to eliminate from my debt, I needed to do a refi and a 2nd mortgage. I was emphatic that I did not want a 2nd mortgage, but if a refi is the only way, I want the property taxes put back in my payment. And I would like to look at the numbers so I can decide for myself if I wanted to do the refi or the equity loan. I was told that they could do that but it would take another week or two to restructure the deal. I asked at that time, would this take longer than 30 days? If so I would go ahead & make my monthly payment. XXXX XXXX told me not to pay my credit cards because this would definitely be handled within 2 weeks. Well that didn't happen. Over the course of the next four months, I continued to ask what the hold up was on " restructuring '' my deal. I continuously made arrangements with my credit card companies to make payment arrangements. XXXX XXXX continuously gave me fictitious dates that never came to fruition and I continuously gave these dates to the credit card companies. Who by the way were very good in working with me because I have been a long time customer since XX/XX/XXXX. I was told at one time that XXXX XXXX, who is not the underwriter, is on vacation and I would have to wait for him to return. Then when XXXX returned, they wanted something showing that I had not changed jobs. My product services company changed hands, but I have been doing dealer auditing for XXXX XXXX XXXX for over 7 yrs and full time with XXXX XXXX 20 yrs previous to that. Over the next few months, I kept getting excuse after excuse. Around XX/XX/XXXX, XXXX XXXX informed me that they would not be able to pay off my credit cards and put my taxes back into my payment. On XX/XX/XXXX XXXX, the underwriter again sent " Great news! Your mortgage loan with NewRez has been approved. '' On XX/XX/XXXX, XXXX XXXX sends this note, " No worries underwriting is working out a minor IT issue so they can clear your loan in the system so nothing for you to worry about. '' Finally XX/XX/XXXX, I contacted a supervisor XXXX XXXX requesting a closure. His response was " I do apologize for the inconvenience. We had a unique situation with your income being that you moved from one temp agency to your current temp agency that you are employed by. It creates slightly different underwriting requirements, that took time for us to structure a deal that would work for you, where we could maximize to get you the best deal possible, saving you as much money as possible. Were hoping to get your loan flipped back to underwriting for final review and final clear to close, and should hopefully be able to get this refinance closed shortly afterwards. Ideally, were targeting to get this done within the next week for you. '' XX/XX/XXXX, XXXX XXXX sends leaves me a voice mail stating we will not be able to do your loan because your credit score has gone down. I contacted XXXX XXXX and his email back to me says, " your did not make your XX/XX/XXXX payment '', which is not true. It was late but made.
So in conclusion, my credit cards have cancelled me, my property taxes are past due and my credit score has now tanked. I am also discussing this matter with an attorney who suggested I contact your agency also.
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| 03/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint Mortgage returned my XX/XX/XXXX payment because I was in the arrears and was not in a payment plan.
XXXX XXXX, XXXX, I documented by emailing Shellpoint that I had be diagnosed with an XXXX XXXX and XXXX and due to covid able to return to work. I requested a mortgage modification and provided completed documentation.
On XXXX XXXX, XXXX, Shellpoint acknowledged receipt of complete documents required for the mortgage modification.
It has been over 30 days since XXXX XXXX, XXXX, and Shellpoint has not provided a trial mortgage modification.
Below is the email of the completed documents submitted XXXX, XXXX.
" XXXX XXXX XXXX Attachments XX/XX/XXXX, XXXX XXXX to XXXX, XXXX, XXXX XX/XX/XXXX Via Email XXXX XXXX XXXX XXXX XXXX, Single Point of Contact Dear Shellpoint : On XX/XX/XXXX I sent the email below.
Then, Shellpoint mailed two letters dated XX/XX/XXXX. Attached Exhibit A was actually mailed on or about XX/XX/XXXX. However, the letter marked exhibit B, was backdated and not received until XX/XX/XXXX.
These competing letters are confusing because per Letter- Exhibit A, no additional information was necessary. Thus, in accordance with flex mod ref guide I would have been extended a flex modification because Shellpoint alleges that I am 180 days behind in payments. Though this allegation is disputed, being 60 days behind in part because Shellpoint returned my payment in XXXX stating there was no payment plan in place, despite the fact I had previously asked for a forbearance due to Covid 19.
Since Exhibit B, was not mailed until later and received until XX/XX/XXXX, the 30 days to submit all documents should not expire until XX/XX/XXXX, if Shellpoint asserts it did not receive a required document.
In my Mortgage Assistance Application, the type of hardships that correspond to the checked boxes are as follows : Hardship Required Documentation Reduction in Income No documentation required Disaster ( Covid-19 pandemic ) Not required Long-term or permanent XXXX, Written statement from the borrower, or other or serious illness of a borrower/ documents verifying XXXX illness co-borrower or dependent family member Note : Detailed medical information is not not required, and information from a medical provider is not required.
Divorce or legal separation Final divorce decree or final separation agreement OR Recorded quitclaim deed Monthly Total Borrower Income Type Other Child Support Two most recent bank statements showing receipt of income OR Other documentation showing the amount and frequency of income In Exhibit B, Shellpoint requested : -Signed Mortgage Assistance Application ( Attached ) -Signed and dated IRS 4506-T ( Attached with preprinted Shellpoint 3rd party address ).
-Copy of most recent bank statements. ( Even though the application does not require such per the application because there is no income to verify, I have attached the last two XXXX bank statements with all pages have been attached. The XXXX statement ending XXXX XXXX, XXXX ; and the XXXX Statement ending XXXX XXXX, XXXX. Both statements are within 90 days ).
The last two child support statements ending for XXXX XXXX and XXXX XXXX are attached.
-Copy of homeowners association dues for the current year, which is not required per form 710. I noted on the Mortgage Assistance Application that there is not a valid document at this time.
I was diagnosed with a XXXX XXXX XXXX XXXX in XXXX. The discovery phrase of the diagnosis and the severe risk of Covid complications has caused me not to be able to return to my teaching job until it is safe due to Covid 19.
10 Attachments ''
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| 05/31/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Settlement process and costs
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Web |
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I obtained a mortgage through XXXX XXXX that mortgage was transferred to XXXX XXXX XXXX. After I starting having trouble paying XXXX XXXX XXXX transferred my loan to Resurgent Capital Services ( hereinafter Resurgent ).
I initiated the Modification through Resurgent and during the modification process they transferred the loan to ShellPoint Mortgage Servicing ( hereinafter ShellPoint ).
I obtained a loan modification ( Exhibit XXXX Modification Documents ) through ShellPoint.
I never received a Clarity Commitment Statement from ShellPoint and I requested in writing that they explain how they arrived at the arrearages they were adding to my loan ( Exhibit XXXX ).
Before the modification was granted I requested information on my mortgage from ShellPoint and they responded in a letter that the total amount due on my loan for the period of XXXX XXXX, XXXX through XXXX XXXX, XXXX was {$15000.00}, which is impossible when my total payment monthly payment was XXXX over 12 months would only be {$10.00}, XXXX. The {$10000.00} amount is assuming they were also paying the taxes and insurance, which they were n't. ( Exhibit XXXX Letter from ShellPoint dated XXXX XXXX, XXXX ).
XXXX added taxes and insurance to my default payments even though I paid my own homeowners insurance during my default period ( Exhibit XXXX XXXX XXXX Homeowner 's Bill ) and neither ShellPoint nor I paid my property taxes during the default period.
I made several payments during my default period some were accepted but others were not. There are a number of payments ( even prior to the default period ) that are listed as unapplied. I received XXXX different loan histories from Resurgent that do not match ( Exhibit XXXX XXXX Loan Histories from Resurgent ).
In addition Shellpoint stated that I had a shortage in my escrow account in the amount of {$1200.00} and that {$26.00} of the modification would be applied to the Shortage over 60 months ( Exhibit XXXX Modification Offer Letter from ShellPoint ). Shellpoint also changed my modification payment 3 times before arriving at the final payment because they could not account for what all of the payment were covering. ShellPoint also stated in a letter that my Escrow Account contained a cushion of {$530.00} ( Exhibit XXXX Annual Escrow Disclosure Statement Dated XXXX XXXX, XXXX ). What happened to that cushion?
I pulled an annual tax statement from XXXX 's website that says my shortage was {$1400.00} and that I had an negative amortization in the amount of {$7300.00}. I never agreed to any negative amortization. ( Exhibit XXXX XXXX Tax Statement from ShellPoint ). There is nothing in anything I received from ShellPoint that discusses negative amortization outside of the XXXX tax statement that I obtained from the Internet ( they never mailed me a copy of this statement ) ( Exhibit XXXX Loan History from ShellPoint ).
In addition to the Modification I applied to Keep Your Home California and was granted Reinstatement Assistance Program ( MRAP ) and was told it was only available with a modification ( Exhibit XXXX Email Eligibility Letter from Keep Your Home California ). Shellpoint refused and told me that I had to choose between their Modification offer and the Keep Your Home California program but I could not have both ( Exhibit XXXX Letter from Keep Your Home California ).
After modifying my loan ShellPoint sent the loan back to XXXX XXXX XXXX who then immediately raised my modified payment to cover the arrearage in the escrow account ( See Exhibit XXXX Letter from XXXX XXXX XXXX ) which was supposed to be covered in the modified amount ( Exhibit XXXX ).
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| 09/09/2023 |
Yes |
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- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
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Web |
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I currently have a mortgage with New Rez/ Shellpoint MTG . The beginning of XXXX I called shellpoint because I had been out of work since XXXX on XXXX XXXX XXXX and new that I would not be able to make the payment by the XXXX of the next month so I called to see what programs were available to avails a 30 days late to my credit. I spoke with a women that informed me I was eligible for the forbearance program and advised that I would get the paperwork to confirm in 7-10 business days on this particular phone called I stresses to the agent how important it was for me to avails a 30 days late and that I was very appreciative for the assistance. A couple days later I got the urge to call and double check the info given and this time I spoke with a gentlemen I explained again that I was trying to a sound a 30 day late to my credit and wanted to confirm I was indeed approve for this program he advised me that I was approved and there were no worries. A couple weeks later I receive an email from my credit monitoring company advising that I had been reported 30 days late on by shellpoint mortgage frustrated and lost I called and spoke with a manager and explained the issue he agreed that I should have been made aware that the forbearance was for the 3 future months and not for the month I was calling in about I was very upset and explained to the manager that my whole reason for calling and being proactive was to avail what had just happened and that I had explained that to not one but two reps he agreed to listen to the phone calls and determine what information was left out and call me back with an update 3-4 weeks passed and I had heard nothing so I called back and was told by a representative that my complaint was not even handles or investigated I was then transferred to another manager I explained the situation she stated she agreed with what I was saying but could not promise the removal of the 30 days late and that I could file a dispute she would put in yet another complaint but just because I was not given the correct information verbally they sent out a letter I never received a letter stating I was in jeopardy of being reported to the credit bureau in fact I didnt receive any letter but a bill asking for payment I am currently awaiting a letter from them that I am suppose to notarize sign and send back giving them permission to move my delinquent payments to a interest deee FHA account that has to be paid back when I sale or refinance I spoke to the company about this on XXXX also a manager as well who confirmed I was eligible the only thing I have received from them is a letter threatening foreclosure and asking for payment even during this most recent forbearance I stayed confused because I always receive bills and demands for payment when I thought the collection period was suppose to stop moral of he story this company did clearly or accurately describe the terms or conditions of this forbearance program through communication with me I have been out of work almost six months due to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sometimes I have to call to have the instructions verbalized in their system they should have the many times I called to confirm or make sure things were correct due to my current mental state when it was verbalized to me over the phone more than once that everything was worked out I felt secure only to find out major details were left out of these conversations and I was left to sort Tia out without any help from shell point
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| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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email sent after 4 attempts by phone is below The problem is XXXX had my loan and had closed the loan was transferred to New Rez and now a 3rd party Shellpoint is handling this loan XXXX told me the appraisal fee would be waived due to their errors it was never resolved XXXX closed sold loan to New Rez I made several attemps and spoke to New Rez a few months ago and someone was going to call me back with resolution no call was ever made to me in reference to this. Once New Rez purchased the loan it was on statement and I called and they told me it would be resolved 2 months ago and would sit in my statements not affect my credit now New Rez outsourced my loan to Shellpoint and Shellpoint misapplied my XX/XX/XXXX payment to pay the appraisal fee to be paid out of my XX/XX/XXXX due date for my mortgage payment {$310.00} {$810.00} principal and {$490.00} to principal the next statement I received was that my XXXX payment past due with late fees and I made several attempts along with the 3 hour 20 minute call last night to have my payments reapplied correctly and was to be taken care of and no call received like I was told. I just want my payment applied towards my monthly payments and the XXXX appraisal fee to be waived like I was told. I do not want any credit damage or to be late - when I spoke to XXXX last night at Shellpoint he said he received a payment XX/XX/XXXX which brought the XXXX payment current I advised again that that is for the XX/XX/XXXX payment that is due.
I called last night after I received an email I would receive a call and no call received I sat on the phone for a total of 3 hours and 20 minutes At New Rex someone picked up XXXX and sd he would have to transfer me advised I already sat on hold for ran hour and half he sd would be 20 minutes sat on hold another hour and half and was transferred to a 3rd party servicer that New Rez transferred to Called Shell Point Talked To XXXX for 20 minutes he adviesed my payments would be reviewed by a supervisor and I would be called between XXXX pm today I received no call today ( BELOW IS THE EMAIL I SENT TO NEW REZ XX/XX/XXXX ) XX/XX/XXXX I have left 4 messages no call back I emailed a few days ago, still so response. You did not apply my XX/XX/XXXX payment I have an excellent credit score and if this affects my credit I am filing a complaint I have never missed a payment!!!!!! you applied 2 checks of XXXX not to my mortgage payment if I do not get a response today and this is reported for your error and you do not apply my payment for XXXX of XXXX there better not be late fees I am contacting CFPB if no response again from your company!!!!!!!!!
I want that appraisal fee of XXXX corrected and waived like I was told it would be and DO NOT misapply my payments again I will contact the Consumer Financial Protection Bureau and file a complaint I spoke to several reps and was told NEWREZ was still reviewing from when you bought my loan from XXXX spent several hours talking with reps about the appraisal fee which was XXXX every amount of overpayment you applied towards that.
The reps at New Rez said that will sit in balance of loan at end until resolved and reviewed and waived this XXXX was to be waived due the errors from XXXX for the appraisal and they took over 4 months to get someone out to be appraised so I could get rid of th ePMI I was told this would be waived as this appraisal was done to get my PMI off and all the errors XXXX did in the process of the appraisal and pmi taken off.
Please respond to my email and contact me today I am calling and filing a complaint today if NO RESPONSE CFPB!!!!!!!!!
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| 06/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To whom it may concern : I have been on COVID-19 forbearance with Shellpoint since the summer of XXXX. I took on a COVID-19 forbearance due to ongoing financial hardship. I have been in regular contact with my mortgage servicer about the servicing of my forbearance. I am writing this complaint because I believe they have been out of compliance with their notifications about my options for resuming payments. They haven't sent me information about my rights, including how to access support through HUD and New York state. Each SPOC I work with also tells me different, sometimes conflicting information.
The issues : 1. 1. I believe they are out of compliance with COVID-19 forbearance procedures. They keep requiring extra documentation in order to do a loan modification. At one point, they wanted to re-underwrite my whole loan. They have not been able to explain how or why they reach these decisions regarding my loan.
They have continually been unable to provide documentation when requested. Their SPOCs tell different information every time I'm in contact with them. They refuse to put things in writing.
2. I had requested a continued forbearance in XX/XX/XXXX on my property and they refused to discuss the matter. The supervisor, XXXX XXXX, via email on XX/XX/XXXX denied further review on our case without providing sufficient reasoning when requested.
We've also been in contact with other members of their loss mitigation team : XXXX XXXX and XXXX XXXX. Once again, they make it exceedingly difficult to maintain regular contact with one individual. Each individual explains the company policies differently, and enforces different things differently. They give different information on the paperwork required for a continued forbearance. We've been told we need to resume payments.
3. In addition to being denied a continued forbearance, at no time have they informed us of our options exiting a COVID-19 forbearance. We have not been told the options we have. Instead, we have been told continuously that we owe the unpaid funds from forbearance in one lump payment. We have not been given any other options as should be available to us. They have not given us further information on other loan modification options available to us after denying us the extended our COVID-19 forbearance.
Additionally, Shellpoint has also not sent any disclosures about state and federal resources available to us as homeowners to avoid foreclosure as per legal regulations.
4. They consistently tell different stories about how to bring our accounts current. Our SPOC, XXXX XXXX, is difficult to reach and doesn't like to engage via email, despite our request since there's two borrowers on the loan and it's easier for us to be both in the loop. He does not call us at the times we've requested. This has also been the case with other SPOCs that we've dealt with.
The SPOC, XXXX XXXX, also is using incorrect documentation about own loan. He keeps claiming we have undisclosed funds that we should be using to pay the loan. The funds he keeps pointing to are the funds we used to pay the downpayment on this property. This should be in their internal system as the funds used for downpayment at the origination of this loan. We've told him to check his documentation and he keeps asking for these funds that simply don't exist.
5. Right now, we are " behind on payments '' and owe the balance of what we put on COVID-19 forbearance. We have been pressured to make payments immediately. Their actions lead us to believe that they are pushing us in a direction to where we'd have to sell our home or deed it to them.
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| 05/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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In XXXX, XXXX, I had applied for Mortgage Modification with my mortgage server at the time, XXXX XXXX. I say at that time as since the servicer of the Mortgage changed in XXXX to ShellPoint Mortgage. At time of the application all necessary documentations was submitted to XXXX. XXXX sent documents back that I would be approved for loss mitigation and if I accepted the offer of making 3 trial payments to begin XX/XX/XXXX and after the 3rd trial payment, the mortgage would be modified as long as I was timely with all the trial payments. Now there was nothing at the time to sign to accept the offer, but to either send in the 1st trial payment, or notify them by phone or writing. I had contacted XXXX by phone informing them that I would accept the loss mitigation and the 3 trial payments. In I also formally notified them in writing that I was accepting the loss mitigation. Part of the issue here is that about a week before I received the loss mitigation paperwork, I received notification that XXXX XXXX was selling the servicing of the mortgage to ShellPoint Mortgage for effective XX/XX/XXXX. However the Loss mitigation paperwork stated the 1st trial payment needed to be made by XX/XX/XXXX and the 2nd & 3rd trial payment to XXXX. In my conversation to XXXX they informed me that the Loss Mitigation was a standard paperwork, in that I make the 1st payment to them, but 2nd and 3rd payment to ShellPoint as they would then be the new servicer. After the 3rd trail payment in XXXX, the my mortgage should have been modified. When I called ShellPoint, to inquire, they initially were unaware of the loss mitigation from XXXX. I had e-mail to the rep that I spoke to a copy of the loss mitigation paperwork from XXXX. A few days later, when I called shellpoint back to inquire on the modification, Now I have been in Chapter XXXX Bankruptcy since XXXX. ShellPoint then said that XXXX never should have approved the loss mitigation application. At this point SHellPoint said that they could no longer deal with me, and that I needed to contact my bankruptcy attorney. ShellPoint also stated that XXXX never should have dealt with me directly after the bankruptcy filing. Prior to the mortgage being sold, I was dealing with XXXX XXXX all the time, and XXXX was well aware of my pending bankruptcy matter. Now it is to my understanding that when a servicer purchases the serving of the mortgage, they also purchase all the terms and conditions that was already in place. It is to my understanding that since XXXX XXXX approved and offered the loss mitigation and that I accepted it that ShellPoint has to accept and comply with its terms. It is now XX/XX/XXXX, and ShellPoint still hasn't modified my mortgage, and is refusing to comply with the terms of the loss mitigation as agreed upon between myself and XXXX prior to them purchasing the servicing of my mortgage. I have more than complied with the terms as laidout in the loss mitigation paperwork, as all 3 trial payments were all made timely, and extra payments have also been made, in addition I have continued to make more trial payments. My attorney has contacted ShellPoints attorneys, and are getting nothing but excuses, I feel ShellPoint is just jerking this around. I have more than complied, and they are not complying. I am requesting the Department to review and investigate this matter for possible violations and failure to comply with the loss mitigation and to modify my mortgage as approved by XXXX XXXX, the prior servicer. And order that ShellPoint to comply with the terms as laidout in the loss mitigation and to modify my mortgage.
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| 04/11/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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XX/XX/XXXX Shellpoint Mortgage Servicing XXXX SC XXXX CC : Better Business Bureau, Consumer Financial Protection Bureau, XXXX Attorney XXXX : XXXX case no. xxxxxx reference no. xxxxxxxxxx account no. xxxxxxxx Property : xxxxxxxxxxxxxx Below is a letter I wrote ... ....
Dear Shellpoint : Enclosed is a copy of the letters you sent to me, duplicates via certified mail and regular mail, that maybe you need a reminder on.
I have again contacted the BBB and now the Consumer Financial Protection Bureau regarding absolute dissatisfaction about your so called seriousness in customer service.
I have called numerous times without a call back from XXXX ( phone number is XXXX and XXXX x XXXX XXXX office ) and he has NEVER called me back. The answering message says he will call back in 24 hours and has NEVER. I spoke to a XXXX yesterday in a rage over the lack of response to close this matter/short sale. The longevity of this sale has been excessive.
This sale should have ended last year XX/XX/XXXX but no one wanted to honor an extension to the closing for a minor glitch on the Buyer 's loan company. EVERYONE was in agreement with price, funds to be owed to by myself.
So instead Shellpoint employees have been rude, ineffective, inefficient, and unprofessional in every way on my case. This has made me become a very angry, unhappy person. I HAVE DONE EVERYTHING TO MY RESPONSIBILITY IN PROVIDING INFORMATION to Shellpoint. I have another mortgage co I have to deal with XXXX and both of you can not be on the same page to end this nightmare. XXXX forbid if the employees do their job and get the company the money from this case. Instead they rather keep spending dollars not deserved, waste company time and money over and over and over again!
The Loss Mitigation Dept is a farce. I have seen numerous complaints about Shellpoint from other customers and Shellpoint is still allowed to service the public??
The buyer for the above property has been waiting over a year to receive this home. Shellpoint received my loan from XXXX which they were difficult to deal with also. Shellpoint employees on this acct should have been made full aware of the situation with XXXX and me. I would have expected Shellpoint would want to end this case as fast as possible since money and time was being wasted as it was.
Yesterday I was connected by XXXX to XXXX ' manager. I left him a message but of course no return call after I demanded several times, angered by all this, to XXXX. NO ONE HAS DONE their job!!!!!
So I say to you, tell whomever you need to on this case, that there is absolutely NO agreement on an amount that will be given to Shellpoint as previous. Look back at the record and you can see I originally agreed to XXXX and that Shellpoint would give XXXX {$8000.00}. You are more than welcome as usual to contact XXXX Attorney office who has been working endlessly on this case. XXXX is the contact person. I refuse to agree on what was agreed last XX/XX/XXXX. Since both of the mortgage companies have deadlines, I HAVE DEADLINE!!! I have been more than gracious with mine. Shellpoint and XXXX make this case like a never ending ping pong game!!!!! Thus everyone continues to start paperwork, process AAAALLLLLL over.
The letter I received from Shellpoint regarding the BBB complaint I filed was never addressed! You are liars. You send same old information at least 1-2 x a week, lots of duplicate letters as I stated earlier, that shows no progress. NONE at all.
I want a response by Monday XX/XX/XXXX. That response better be a deal closer.
Sincerely aggravated, disgusted, fed up
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| 09/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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There are {$720.00} in illegal fees which have been carried on my mortgage loan for a very long time which are not authorized and appear to be illegal having been added as the result of a bankruptcy where the servicer did not obtain permission of the bankruptcy court to add these fees to the account, as such these fees were added in violation of 11 USC 362, and in violation of my discharge in bankruptcy.
Additionally, during several phone calls during the middle of XX/XX/XXXX, I contacted Shellpoint customer service via telephone to request a copy of my XXXX XXXX form. I was assured that it would be provided within 7 business days and that once it had been attached to my account it would be available online. Having not received the XXXX within 7 days, I called back into customer service and was assured that the request was in process and to give it a few more days. It has now been more than 3 months and I still do not have the XXXX XXXX form and it is not available under the statement options in my online account.
In an effort to resolve this issue, on XX/XX/XXXX I sent a Qualified Written Request ( " QWR '' ) to Shellpoint ( see attached ). Shellpoint was required by RESPA and the Dodd Frank Act to confirm receipt of this letter within five business days and respond with an answer within 30 business days. To date Shellpoint has not confirmed receipt of my QWR nor have they provided an answer or any communication whatsoever. It has now been more than 2 months since Shellpoint received my QWR.
As a result of Shellpoint 's refusal to remove the illegal fees, I contacted my attorney to ask for his assistance. On XX/XX/XXXX my attorney sent a letter to Shellpoint and attached a copy of my QWR to his letter ( see attached ). It has been more than two months since my QWR and my attorneys letter were sent to Shellpoint and to date Shellpoint has not responded to my attorneys XX/XX/XXXX letter or my XX/XX/XXXX QWR.
On XX/XX/XXXX my attorney sent a follow-up letter ( see attached ) to Shellpoint CEO XXXX XXXX at two separate addresses to advise him of Shellpoint 's failure to respond to my XX/XX/XXXX QWR and his XX/XX/XXXX letter. In his letter my attorney reiterated our continued request for the following : 1. Respond to our clients QWR 2. Remove the illegally added fees from our clients account 3. Provide our client with his XXXX IRS Form XXXX Shellpoint had obligations under RESPA Section 6. As a result of Shellpoint 's blatant and flagrant refusal to respond to my XX/XX/XXXX QWR and my attorney 's letters, Shellpoint is now liable for actual damages statutory damages and putative damages under 12 U.S.C. 2605 ( e ), 12 U.S.C. 2605 ( k ) and Regulation Z. See XXXX v. XXXX XXXX XXXX, XXXX, 10 Civ. 3291 ( NGG ) ( SMG ), 2012 U.S. Dist. XXXX XXXX, XXXX XXXX XXXX, at *5 ( E.D.N.Y. XX/XX/XXXX ; See also XXXX v. XXXX XXXX XXXX XXXX, No. XXXX Civ. XXXX ( MAD ) ( ATB ), XXXX U.S. Dist. XXXX XXXX, XXXX XXXX XXXX, at *12 ( N.D.N.Y. XX/XX/XXXX ).
I am asking that the CFPB intercede and investigate Shellpoint 's behavior on my specific loan as well as Shellpoint 's apparent policy of ignoring borrower 's communications as a whole.
Indeed, I am sure that many borrowers simply get so frustrated by Shellpoint 's egregious tactics that they just give up and as such are victimized by Shellpoint through the charging of excessive illegal fees, incorrect billing, improper bookeeeping and accounting, Shellpoint 's refusal to provide documents that they are required to provide by law and Shellpoint 's flagrant disrespect for RESPA, XXXX XXXX and Regulation Z.
|
| 12/15/2020 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX we contacted Shellpoint Mortgage Servicing and spoke with XXXX XXXX for the purpose of cancelling the ACH authorization of our monthly mortgage payment. He told us the cancellation would take effect as soon as he sent it to his supervisor. When asked if the cancellation would take effect the same day, XXXX confirmed he would send it as soon as we completed our call and would take effect immediately.
As a result of closing a mortgage refinance with XXXX, on XX/XX/XXXX a payoff amount of {$46000.00} was sent to Shellpoint Mortgage Servicing as per the 10 day payout they provided.
Also on XX/XX/XXXX Shellpoint withdrew funds from our checking account in violation of our ACH cancellation.
On XX/XX/XXXX we contacted Shellpoint to request that the ACH funds taken be returned to our account. The customer service representative we spoke to stated they would have to look into it.
XX/XX/XXXX we received an escrow account disclosure stating the escrow balance was XXXX On XX/XX/XXXX we contacted Shellpoint again to request that the ACH funds taken be returned to our checking account, and were told that for some reason the ACH was not cancelled, but they would try to accelerate the return of our payment.
After several phone calls the issue was still not resolved. We explained to various customer service representatives that all we needed Shellpoint to do was reverse the ACH transaction.
This went on for several weeks without resolution, so on XX/XX/XXXX we contacted XXXX and filed a request to investigate the ACH payment and to request the reversal of the ACH payment. XXXX investigated, and determined that reversal of the ACH transaction was warranted. We believe the reversal was transacted on XX/XX/XXXX.
On XX/XX/XXXX Shellpoint deposited {$1400.00} into our checking account which we believed to be the resolution of the mortgage, but did not include the ACH issue.
On XX/XX/XXXX we received a letter from Shellpoint stating they were working on our request for information.
On XX/XX/XXXX, Shellpoint had a conversation with the new mortgage holder stating the loan on the property was not closed due to the ACH reversal On XX/XX/XXXX we received a letter from Shellpoint stating that the loan was not closed and that we now owed them owed them {$1700.00} by XX/XX/XXXX.
On XXXX we received a letter from Shellpoint stating that they are still working to gather our requested information.
on XX/XX/XXXX we received a notice of default and intent to accelerate requesting {$1400.00}.
Also on XX/XX/XXXX Shellpoint sent a letter informing us of our rights as outlined by HUD. This letter also states the principle balance of our loan is {$46000.00}, which was also the balance of the loan when XXXX sent the payoff to Shellpoint.
On XX/XX/XXXX We received a letter which stated that the payoff funds of {$46000.00} was wired back to XXXX on XX/XX/XXXX. As of XX/XX/XXXX, XXXX has not received those funds. Other documents received from Shellpoint show that the funds are being placed in XXXX. The same letter also states the loan is delinquent back to XX/XX/XXXX.
On XX/XX/XXXX, we were on the phone for nearly 3 hours on a conference call with Shellpoint 's loss mitigation department and Customer service supervisors, along with XXXX that has not resolved the issue to date.
In closing, Shellpoint 's refusal to return the unauthorized ACH payment of XXXX in a timely manner resulted in a series of demands for additional funds that ranged from {$1400.00} to over {$2000.00} on XXXX XXXX it also resulted in a negative credit report as of Thursday XX/XX/XXXX.
|
| 08/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX, my loan servicing transferred from XXXX XXXX to New Penn Financial, who subsequently changed their name to New Rez. I do not/have not had an escrow account to pay my taxes or insurance. New Penn/New Rez failed to inform/notify my homeowners insurance company of the servicing transfer ( this had never happened previously in the 15 years I have been in my home ).
In mid XXXX, I received a notification that I had no homeowners insurance and I was going to have insurance force placed on my account. I called New Rez, advised them I absolutely had valid/active homeowners insurance. They requested I have my insurance company fax the deck page, which I did. New Rez confirmed they received my deck page and the policy was appropriate.
In XXXX, I received my statement and noticed that there was an escrow amount that I " owed. '' On XX/XX/XXXX, I called New Rez and they claimed that the information that they received from my insurance company showed my policy began on XX/XX/XXXX so I needed force-placed insurance from XX/XX/XXXX - XX/XX/XXXX. That, of course, makes no sense as my policy has renewed on the same day for many years. NOTE - I am specifically requesting from New Rez the evidence they received that shows my policy began on XX/XX/XXXX as I believe they made an error that was never corrected.
In any event, on XX/XX/XXXX, I downloaded a .pdf of my deck page and emailed it directly to XXXX XXXX at New Rez . The deck page showed my policy number, property address, and policy term which was clearly XX/XX/XXXX - XX/XX/XXXX. I considered the matter closed at this time.
In early XXXX ( I was out of the country for the last 2 weeks of XXXX ), I reviewed my monthly statement from New Rez which STILL showed the force placed amount. Again, I called New Rez on XX/XX/XXXX and happened to speak to Mr. XXXX again. I asked why I had a force placed amount on my account as I had provided evidence that I have a valid preferred policy in place. Mr. XXXX advised that the deck page I had sent didn't have my name on it ( I provided what was available by my insurance company on their website ). I asked why New Rez believed they had a reasonable basis to force place insurance when the deck page I provided had my policy number and property address which was the same as what my Insurance company had provided. Mr. XXXX didn't appear to understand the 1024.37 ( b ) reasonable basis requirement that I had failed to comply with the term of my mortgage agreement to maintain appropriate homeowners insurance. Mr. XXXX refused to answer my request to provide the reasonable basis they were relying on to force place insurance - only stating the deck page I provided didn't have my name. I asked if the property address and policy number on the document I provided matched the information ( which of course it does ) provided by my insurance company. Mr. XXXX refused to respond to my question.
Extremely frustrated, I called my insurance company and, on XX/XX/XXXX @ XXXX PST my full policy which included my name, the effective date of the policy ( which clearly shows a policy effective date of XX/XX/XXXX ). I was copied on the email.
Today, I looked at my online account at New Rez and they STILL applied an amount to escrow for a incorrect force placed insurance policy that violates 1024.37.
All throughout this process, New Rez never once made a call to my Insurance Company in any effort to try and obtain clarification. All throughout this process, New Rez never once made a call to me to try correct the issue, even though I was clearly attempting to do so.
|
| 10/31/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
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|
Web |
|
|
Multiple attempts have been denied by XXXX XXXX XXXX ( XXXX ) my previous loan servicer ; prior to the loan transfer to a company known as Shellpoint Mortgage Servicing ( SMS ), located at XXXX, SC XXXX. The reason behind these requests to XXXX and SMS, are primarily because of the originator of our mortgage loan was closed down due to fraudulent lending practices 2 years after origination of our mortgage. I have desperately tried to force XXXX and Shellpoint to provide me with a full response to a Qualified Written Request ( QWR ) on several occasions. These failures are direct violations to H.R.4173 - Dodd-Frank Wall Street Reform and Consumer Protection Act ( 111th Congress ( XXXX ) Both XXXX and SMS have failed to and refused to provide me with specific, mortgage assignments, sale affidavits, allonge ( s ) to the Note, all deed of trust transfers updating and county recordings. My requests for proof of ownership and custodial servicing rights have all been ignored. I 'm being led to believe that my loan was originated with XXXX. ( XXXX ), then allegedly transferred or sold to XXXX XXXX XXXX ( XXXX ), then sold or transferred to XXXX d/b/a Shellpoint Mortgage Servicing ( SMS ) without acknowledgment of possession or ownership of documents requested pursuant to 12 U.S.C. Section 2605 ( e ) ( 1 ) ( A ) and Reg. X Section 3500.21 ( e ) ( 1 ). Furthermore, it is my claim that XXXX as well SMS has continued to perpetrate the original fraud that our family endured under the illegal lending business practices of XXXX. Our mortgage loan was originated on XXXX XXXX, XXXX, by a company known as XXXX ( XXXX ) This company was founded in XXXX and in XXXX, XXXX, went out of business. The company was founded in XXXX and was based at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX. In XXXX XXXX, at the time offered subprime lending and mortgage financing services in California. Unbeknownst to my family, over a five year span XXXX, wrote {$3.00} XXXX in mortgages, lending money fast and often on onerous terms, to people with shaky credit. XXXX would line their pockets with exorbitant fees and they boosted by high costs and interest rates, high even by subprime market industry standards. XXXX, after-tax profits averaged 29 percent of revenue. In XXXX, XXXX, had its biggest year, profit topped {$37.00} XXXX. As a result XXXX would lose their homes. We later discovered that XXXX, lending licensing was revoked on XXXX XXXX, XXXX, by The Department of Corporations of California reference OAH CASE NO. : ( XXXX # XXXX ). ORDER SUMMARILY REVOKING CALIFORNIA FINANCE LENDERS LAW LICENSE OF XXXX. There are multiple pending lawsuits against XXXX, for altering HUD-1 Settlement Statements which is a Federal crime as well as padding or stretching appraisal reports in order to increase lending amounts to exceed actual property values, at the time of closing. Increases which ultimately forced XXXX, to falsifying income documents in addition to not providing my family with truth in lending disclosures and amortization schedules. All of which are violations to RESPA and the Fair Debt Collection Act ( FDCPA ). For these reasons it is unjust and illegal for SMS to enforce foreclosure action on XXXX XXXX, XXXX, against my original deed of trust, prior to providing proof of my mortgage debt. I implore your office to open and immediate inquiry into these predatory actions and violations to consumer protection laws being ignored as well as potential securitization fraud. I 'm prepared to file a civil litigation suit if necessary in order to resolve this matter once and for all.
|
| 02/03/2017 |
Yes |
|
- Loan modification,collection,foreclosure
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Web |
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XXXX XXXX XXXX sold my loan to Shellpoint Mortgage Company awhile back. I 've had a rough time financially since XXXX and also had a foreclosure rescue scammer take my home back in XXXX and finally got it back last XXXX after time and money spent on an attorney. Jumping ahead. I requested Shellpoint to let me do a short sale. Mailed the first package to them XXXX/XXXX/XXXX. I found a real estate agent to handle the sale. Since then they have constantly said " you 're missing this, you 're missing that '' We sent them EVERYTHING they requested every single time. Including XXXX complete packages every time they asked for something ( that was already sent to them ... ) Every time ... '' your package is not complete. '' Today I received a Notice of Trustee Sale which shows that they signed back in XXXX XXXX, XXXX. Then shows it was mailed to me XXXX XXXX, XXXX and sale next month XXXX/XXXX/XXXX. My point of contact was NEVER available. My agent called this guy constantly to see what the status of my short sale approval was. No answer, no call back. Basically the way I see it, is I really did n't have a point of contact. Finally a few days or so ago he finally calls the main number since my point of contact never returned his calls and was able to talk to someone. Once again " we need this and that signed blah blah blah '' I signed it the very next day, and it was sent and faxed immediately. About that same time I received a letter stating that they did n't approve my " loan mod '' What? I was asking for a short sale! Never was foreclosure mentioned. I was never called by ANYONE from a Shellpoint nor warned by mail, email anything. Nor was my agent. After speaking to my agent today and telling him that they planned on foreclosing on me next month, he called and finally, for the first time in XXXX knows how long, reached my so called point of contact. I believe his name is XXXX. I 've spoken to him ONCE since XXXX XXXX .... XXXX goes on to say " yeah we 're dual tracking '' and believes it to be completely legal. Even though I 've been trying to work out something for the past 4 months! My agent said " I 've called you and called you and you never get back to me! '' XXXX response .... '' well we 're really busy. '' But said " yeah we have a complete packet here. '' And he also said that they could n't do the " loan mod '' which my agent said we are trying to do a short sale and never asked for a loan mod. These people, I believe stall, make you jump through hoops and drag it out just so they can foreclose on desperate homeowners. Why would n't someone call me or my agent informing us instead of just asking for more and more paperwork. Another thing they did in the very beginning which I thought was pretty shady was to tell me to get my tenants name, for him to provide his financial information and pay stubs. I spoke to him about it and of course he refused saying that was an invasion of his privacy and considering he was only a boarder and had nothing to do with my loan. A month later he XXXX out and moved thinking he was gon na be out on the street. So I lost a month of rent that provides me with food, pays utilities etc. Not good. I could go on and on ... Hopefully you can help me out with this. I 've been told, have read that dual tracking is illegal when you 're trying to work out a solution to avoid foreclosure. I 've also looked up Shellpoint 's history and have seen that there have been lawsuits against them for the exact thing that they 're doing to me. I have an attorney and if I need to I will be XXXX of those people ... Thank you
|
| 07/09/2020 |
Yes |
|
- Trouble during payment process
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Web |
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I initially had a mortgage with XXXX in XXXX, I learned in XXXX that my loan was now serviced by ShellPoint. During this advisement I requested for a loan modification since I was unable to afford the mortgage payments which was approximately {$2200.00} I was approved in XXXX for a loan modification which I was advised that my payments were going to do down to approximately {$1700.00} a month. I accepted and agreed to make my trial payments, upon making four trial payments my loan became permanently modified in XX/XX/XXXX. In XX/XX/XXXX I was advised that my payments were going to go up to approximately {$1700.00} due to an escrow shortage, I made my payments accordingly and never missed a month. In XX/XX/XXXX I received notification that my new mortgage was going to be approximately {$2400.00} I was alarmed, confused and concerned. I called and spoke to multiple people and no one knew what was occurring but I was advised that my taxes went up drastically. I advised the representative that it was hard for me to understand that since I live in New York and there's a 2 % Cap. I then called my county and they advised that the bank never paid the School Taxes in XX/XX/XXXX that's why they added those taxes to the county taxes that were due and paid in XX/XX/XXXX. Upon bringing this to ShellPoint 's attention they response was that the previous servicer XXXX did not disclose the School Taxes to them therefore, they did not know. I called a few times and tried to get answers and assistance on what can be done in a situation such as this and I was advised that I can not apply for a new loan modification since FHA guidelines only allows you to apply after 24 months. I believe this is unfair since it wasn't my error but they are penalizing me and now charging me a mortgage amount that I can not afford, I've paid what I'm able to afford and haven approved for the COVID forbearance however, that is only until XX/XX/XXXX, so when that expires which is granted for 3 months ( XXXX, XXXX and XX/XX/XXXX ) what happens to the increased mortgage amount. I believe that the bank should look into a possible exception to the loan modification since this error was between them and the previous servicer. I believe a system or some form of checks and balances should haven been conducted to ensure they knew everything about the loan and payments required when they became the new servicer. I made a complaint via the XXXX XXXX XXXX and they keep responding advising to work with the loss mitigation department and the escalations department, however, the loss mitigation department is advising that they can not do anything and the escalations department has not responded to my many complaints and concerns that I've included them in the e-mail communication. I feel like my back is against the wall and that the bank is not trying to do anything to fix this problem that I did not cause. They also advised that the previous lender omitted the tax information however, upon reviewing the loan history summary that they provided it looks like the taxes they missed in XX/XX/XXXX was always paid by the previous lender so not sure where the omission resulted. I'm requesting assistance since I do want to keep my home for me and my children, it is important for me to keep my home, this has caused me so much stress. I've been going back and forth with Shellpoint and their personnel since XX/XX/XXXX trying to figure out how this can be resolved but they are saying nothing can be done for an error that they were according to them not aware from the escrow portion of my mortgage.
|
| 05/13/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
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PMI REMOVALTo whom it may concern : I refinanced my mortgage loan in XXXX, XXXX with a home value of {$110000.00}. My balance then was {$130000.00} and requires a Private Mortgage Insurance ( PMI ) contribution of {$100.00} per month. A recent appraisal was performed by Shellpoint Mortgage Servicing and accessed at {$100000.00}. I paid an amount of {$420.00} for the appraisal. An appraisal was demanded by Shellpoint in order to determine if I meet an LTV of less than 75 % in order to cancel PMI.
When I made an inquiry to cancel PMI, the following conditions needed to be met:1. That my payment is current2. That there are no subordinate liens on the property3. That I have Shellpont Mortgage Servicing request an appraisal at my expense. Depending on my time in my home and other investor factors, my LTV requirement will range from 65 % to 80 % to qualify for early cancellation.
4. That I meet any additional state or investor requirement.
Shellpoint would not consider my request for PMI cancellation without my signature acknowledging the conditions above.
Having made additional payments to principal, my loan balance of {$75000.00} and current LTV of 72 % for my low risk conventional Fannie Mae loan meets all federal requirements for cancellation of PMI.
Shellpoint Mortgage Servicing however, would not cancel my PMI solely because of a decline in value of my home- from {$110000.00} to {$100000.00}, irrespective of a 72 % LTV.
In fact, XXXX XXXX, Manager or Team Leader for Shellpoint reaffirms that as a guideline established by Fannie Mae ; that I would have to pay PMI as long as property value is less than {$110000.00} through Year XXXX - the year when PMI is initially scheduled to terminate. With my payment practice and without contributing lump sums towards principal, my loan balance will be near XXXX in XXXX.
I asked XXXX XXXX if I am required to pay PMI even with a balance of {$20000.00} and a resulting XXXX of 19.05 %. She remained resolute stating a resounding yes! With that response, I figured I was dealing with -1. An incompetent group without an understanding of what PMI represents2. A group that simply would n't cancel PMI and make up reasons/excuses in the process and refer to such reasons/excuses as investor ( XXXX ) requirement.
3. A group that misunderstands or ( dubiously ) misinterprets the Homeowners Protection Act 's guidance on Borrower-Requested Cancellation : when the principal balance is first scheduled to reach 80 % of original value based on amortization schedule and actual payments and that the property value should not have declined below original value. Shellpoint fails to realize that the decline in value implies that the 80 % LTV will no longer be valid and would lead to the denial of PMI cancellation request. It 's all about LTV!!! Not simply VALUE!!!
4. XXXX, ( the investor ) requirement warrants that the servicer deny the removal of PMI if the property value has declined ( following a certificate of value or full appraisal ). It adds that the borrower can pay down the mortgage balance to the point that satisfies Fannie Mae 's applicable XXXX XXXX or XXXX XXXX ratio eligibility criterion based on the actual principal balance of the mortgage loan and the new appraised value of the property. ( XXXX Guidelines XXXX XXXX, XXXX, Mortgage and Property Insurance, Section XXXX, Page XXXX ) Please see pages XXXX and XXXX.
The PMI is not a source of revenue and should not replace interest payments. It certainly should not be paid in perpetuity and must be cancelled when no longer warranted.
Thank you.
|
| 07/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
|
Hello, I am submitting this complaint as a follow up to two previous complaints which are complaint # 's XXXX, XXXX -- XXXX, those complaints remain unresolved even though the company " responded '' but the issues are ongoing. Therefore I am re-alleging those complaints herein with the new details of this complaint.
On or about ( XX/XX/2023 ( right around the time they submitted their response to the CFPB regarding complaint # XXXX ) I noticed my mortgage grant that was approved prior to the filing of this complaint was suddenly in limbo and denied. When I called the Grant organization, they related the Mortgage company ( Shellpoint ) " performed and ACH withdrawal of the Grant monies because they needed to use their other company name NewRez and needed to maintain close communication with the Mortgage servicer. I called repeatedly and they were mum instead saying they could only talk to the mortgage servicer. I waited for them to call me back repeatedly and they never did.
On or about XX/XX/2023 I sent an error dispute letter ( exhibit a ) regarding the debt validation received subsequent to complaint # XXXX On or about XX/XX/2023 I submitted a loan modification application via both fax and certified mail. On the same date I sent their " first point of contact '' an email indicated that information ( exhibit b ). *This email has now changed the fax number for this contact from last for of XXXX to XXXX Her response was " normally XXXX business days ( regarding a question about my loan mod application ). '' This apparently the same individual who after the first complaint after many of my letters and faxes just sent everything to my attorney. This is also the person whom was sent an attorney authorization already ( exhibit c ).
months passed and no response.
On or about XX/XX/2023 my attorney sent a message asking if I had requested any XXXX XXXX documents. Thinking " oh its a response for my loan modification packet '', I told him yes. However, I did not receive anything regarding that loan modification.
On or about XX/XX/2023 I checked my attorney 's website and I was finally able to download those documents. ( exhibit d ) This form once said " If you are an attorney for the borrower please fill out the attached consent form to INITIATE the process. '' Here we go again. they are starting these games after they spent this whole time covering up their tracks regarding the XXXX above complaints.
This packet also contains a " tax payer consent form ( exhibit e ).
On XX/XX/2023 a new mortgage statement ( Exhibit E ) was received citing the same " error '' that we began with at the start of the complaint process and would you look at that somehow the " errors '' are always in the favor of this mortgage servicer or places them in the best position for a home owner to lose their mortgage. How lovely.
So as you can see from above facts. Since filing these complaints with the CFPB this mortgager has done nothing to provide a " seamless '' response to my loan mod application. The only things they have done is Go around CFPB rules as well as weaponize Case law in order to foreclose on my home. This is a predatory servicer who is taking advantage of people who are in bankruptcy or some other hardship in order to meet their objective. It is believed based on above they are are doing this to countless consumers with impunity and should be immediately investigated. An investigation would reduce complaints significantly but as you can see this process is an absolute joke to them as they are using CFPB rules against consumers.
|
| 01/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
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I refinanced in XX/XX/XXXX, 1st pymt being XX/XX/XXXX. I was escrowed for property taxes and insurance, total monthly towards escrows being {$660.00} ( {$550.00} for taxes and {$100.00} for insurance ). First and foremost, I registered for automatic debit ( ACH ) on XX/XX/XXXX and on XX/XX/XXXX I received email acknowledging receipt of the ACH form for auto debit setup. On XX/XX/XXXX I sent email confirming the setup but was advised that servicing co ( XXXX ) required 5 bus days to setup ACH and since there was not enough time to do so prior to the XX/XX/XXXX payment being due, I had to make the XX/XX/XXXX payment and once it was received, XXXX would setup ACH for the account for the XX/XX/XXXX payment. Hence, I made the XX/XX/XXXX payment over the phone. On XX/XX/XXXX I wrote to lender advising the XX/XX/XXXX had not been debited from my account. I also called the same day and I was told no late fees would be assessed for 60 days of the account being transferred. I did not receive a response to my XX/XX/XXXX email until XX/XX/XXXX and it to tell me that the loan was going to be transferred on XX/XX/XXXX and therefore the ACH could not be set up. I was erroneously charged a late fee of {$200.00}, which I was told would be waived, but to date, nearly a year later, it has not been waived. I immediately set up ACH with new service, Shellpoint, starting with XX/XX/XXXX payment as I made the XX/XX/XXXX payment online. I have made all my payments since the inception of the loan, including the most recent XX/XX/XXXX payment. In XXXX I noticed that the servicer had not paid the real estate property taxes, for which I was escrowed and I called so they could make the payments. I was told they were going to put in request. In XX/XX/XXXX I checked again and the XXXX real estate property taxes still had not been paid and at this point it is costing me money, as a 4 % discount is given when they are paid in XXXX. I called lender again on XX/XX/XXXX and advised they still had not paid the property taxes and I explained my concern that I was now being damaged. I was told by XXXX XXXX that Shellpoint ( XXXX co ) would pay any late fees. On XX/XX/XXXX, I went online to check if the taxes had been paid and it showed that they had been paid in the amount of {$5300.00} on XX/XX/XXXX. When I logged into my account at Shellpoint website to check on my account, I see that servicer issued another payment of {$5400.00} to the tax collector, now putting my escrow account balance in a negative amount, which is incorrect. Along those lines, I calculated how much I was supposed to have in my escrow account with Shellpoint as of end of XX/XX/XXXX, after having made the XX/XX/XXXX payment, and it was supposed to be approx {$10000.00}, minus the prop taxes payment of {$5200.00} ( if pd in XX/XX/XXXX ) and ins prem of approx {$1200.00}, for a total of approx. {$3800.00} by end of XXXX XXXX. Yet, according to the XX/XX/XXXX mortgage statement, which I just received, I have a - {$460.00} in my escrow account with Shellpoint Mortgage Servicing.
AND, as if it could not get any worse, I received a letter from Shellpoint dated XX/XX/XXXX, stating that their records show that my hazard insurance expired, which means they failed to make the required insurance premium payment, as again, they collect escrow payment for taxes AND insurance.
Finally, because of the escrow shortage they erroneously have in their system, the XX/XX/XXXX mortgage statement says my mortgage payment will go up to {$2800.00} starting XX/XX/XXXX because of the incorrect escrow shortage.
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| 11/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We have been dealing with Shellpoint mortgage servicing for more than 6 months on a loan modification that they have yet to complete and continue giving us the run around. We had our loan purchased by shell point without our involvement. Shortly after they took the loan over we started a loan modification. This company has pushed us off on one point of contact to another and will not complete the process.
We have submitted the same paper work they request no less than 5 times and we have dealt with no less than 5 different points of contact. Each time we near the end of the process and complied with all of their unreasonable demands they hand us off to another person who tells us that we didnt get the proper paper work into them in time and that we would need to start the process over again. I have spent hundreds of dollars in accounting fees to have multiple P & L statements, have duplicate personal and business taxes faxed to them over and over and over again. With every new point of contact we are handed off to they come up with different guidelines and conflicting information. One example is that more one person would tell us to sign, date and write our loan number on the first page of everything we faxed to them and then we were told that was incorrect and that the second page has to have that information on it.
When we started this process, we were told by shell point to not to make our payments as we were working on the modification. Many times, in the first few months we would question them on this and they would say dont make any payments then they continue to drag their feet, outright lie to us and then change the rules in the middle of the game. When I told the 3rd or 4th point of contact that we were told by the ones before not make the payments while in the modification process they said Oh we would never tell you that The next thing we know we received foreclosure papers. We have over {$75000.00} in equity in our home and we believe that they are doing everything in their power to steal our home and equity from us! We were putting the vast majority of the payment money aside. We have {$8000.00} and decided that we should just bring the loan up to date and be stuck with a payment that was very difficult for us to pay. We receive a letter from the attorney handing this case for shell point at the beginning ofXX/XX/XXXX saying that as of XX/XX/XXXX we would have to pay approximately {$8600.00}. To bring the loan current. In the 3rd week ofXX/XX/XXXX I had called shell point and spoke with the 5th or 6th point of contact and asked her how much it would cost us to bring the loan current and she told me {$18000.00}!!!! this amount has over doubled in less than one month time!!!! Regardless of legal fees and interest this figure is insane which makes me believe even more that they are attempting to scam us out of our home!
We have contacted and have been working with a financial counselor from XXXX XXXX XXXX of Minnesota and she has been trying to work with shell point to get this resolved. She had informed us that because we are both self-employed they are going to really give us a hard time. Our counselor gave us your website to file this complaint. There was a sheriffs sale of our house scheduled forXX/XX/XXXXof this year which I was at least able to get a postponement until XX/XX/XXXX
This whole situation has been waring so badly on both of us that our health has declined drastically due to this stress. Any help in resolving this issue would be greatly appreciated!!!
Thank you, XXXX XXXX
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| 11/03/2016 |
Yes |
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- Taking/threatening an illegal action
- Seized/Attempted to seize property
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Web |
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On XX/XX/XXXX XXXX XXXX obtained a mortgage for the property located at XXXX XXXX XXXX XXXX New Jersey XXXX with XXXX as the servicer. On XX/XX/XXXX XXXX XXXX XXXX joined as tenant owner of XXXX XXXX XXXX XXXX New Jersey and a new deed was recorded and filed. On XX/XX/XXXX the loan was transferred to Shell Point Mortgage Servicing.
On XX/XX/XXXX XXXX XXXX made a private payment to Shell Point Mortgage. Shortly thereafter the loan was satisfied and a lien release letter was sent to XXXX County Superior Court of New Jersey to vacate the mortgage and the mortgage was discharged on XX/XX/XXXX.
On XX/XX/XXXX XXXX XXXX and XXXX XXXX were served with a complaint from XXXX. and XXXX XXXX XXXX. on behalf of XXXX XXXX representing XXXX XXXX who is a third party debt collector and not a mortgage servicer. XXXX XXXX XXXX is a collection agency who buys portfolios of old debt from banks for pennies on the dollar and tries to collect the full amount from consumers, plus interest, penalties, late fees, etc. According to XXXX it is a manager and services domestic and international consumer debt portfolios for credit grantors and debt buyers.
This complaint contained erroneous information. XXXX XXXX XXXX is a violator of the Federal Debt Collection laws as the Fair Debt Collection Practices Act ( FDCPA ) states it precludes third party debt collectors from using false, misleading, deceptive, and harassing debt collection tactics. To Resurgent, XXXX XXXX XXXX is data, no more than an entry on the spreadsheet. Unfortunately for XXXX XXXX XXXX entries on a spreadsheet are not enough to file a claim against XXXX XXXX XXXX and XXXX XXXX XXXX.
This complaint stated that XXXX XXXX failed to pay XXXX XXXX but XXXX XXXX has never done business with Resurgent Capital. The complaint also states mortgage was transferred from Shellpoint to XXXX to service this loan. Again this information is false and XXXX XXXX has evidence that this loan was never serviced or transferred to XXXX XXXX. Resurgent Capital is not and has never been assigned to service the mortgage of XXXX XXXX XXXX XXXX New Jersey. The complaint also states XXXX XXXX never made any mortgage payments prior to paying the mortgage in full and XXXX XXXX request the original mortgage amount be reinstated and did not take in account any and all payments that were made by XXXX XXXX XXXX. Again this information is false.
XXXX XXXX must meet the burden of proof based on " Personal Knowledge ''. Personal knowledge means that the person offering evidence on behalf of XXXX XXXX XXXX must be a witness to the event shown in the complaint.
On XX/XX/XXXX the motion submitted by XXXX XXXX asking the Judge for a summary judgment to cancel the vacate of lien release for property XXXX XXXX XXXX XXXX NJ XXXX for XXXX XXXX and XXXX XXXX, was dismissed by Judge XXXX pursuant to Rule 1:6-6 ( Counsel does not have personal knowledge of these facts which were in the complaint and the certification was not sufficient ).
This complaint was written in fraud and the attorneys were aware of this. As attorneys representing XXXX XXXX, they had a duty to investigate the claims brought forth in this complaint. Once they were aware of the fraud perpetrated by XXXX the attorneys had an obligation to withdraw this complaint and they failed to withdraw.
These attorneys made statements such as, " XXXX failed to make payments on the mortgage loan but rather submit counterfeit money order to Shellpoint ''. The statement is false. These attorneys also make mention of XXXX being in the XXXX XXXX,
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| 07/01/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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CFPB Please help me. Shellpoint says anything conflates and changes the rules with each response. I have written to XXXX XXXX, the president, and the vice president because this is so fundamentally unfair for Shellpoint to change its statements, change the rules after I make all the trial payments, overcharge me for the streamline modification ( which I paid ), claim to have returned the third payment without any meritorious reason, and not provide the calculations of payment options with different years of payments and/or interests rates based on my completed mortgage assistance application.
Please investigate Shellpoint 's duplicity and changing reasons for not fulfilling my permanent modification.
I am supposed to have one point of contact. Shellpoint tried to assign me to another representative to misrepresent the facts that I did not make the sum total of payments due during the trial modification.
In XXXX, I presented to CFBP a completed Shellpoint application for assistance. Shellpoint has not addressed why it did not provide a modification according to the application that I submitted, which would have been more affordable because the number of years and interest rate could have been adjusted.
Shellpoint has not addressed why I was supposed to pay the incorrect streamline amount of {$1000.00}, when the streamline amount of the trial modification should have been {$990.00}. Shellpoint has not explained deflecting in bad faith it used my paying the corrected {$990.00} statement that Shellpoint sent to me as ground for alleging that I did not complete the terms of the modification.
The purpose of a trial modification is to see if the person can make the payments. I made the trial payments and the rule is that I should be given a permanent modification. If I do not make the payments, then Shellpoint has grounds to revoke my modification. But, I could get better or crowd fund to pay the difference. Shellpoint is using the fact that I pointed out they gave me a streamline modification of {$1000.00}, which was more than my income on the completed assistance application against me. But, at the end of the day, I paid the correct trial payments. If I did not, then Shellpoint is at fault for sending a different amount and for being a nonresponse service provided for 60 days when I asked for clarification.
Now, that I made all the trial payments. Shellpoint needs to do the calculation based on interest rates and adjusted years to bring the payment into something more affordable since Shellpoint is making as an argument that I said the {$1000.00} was not affordable instead of following the law that I made the trial payments, so I am supposed to be given a permanent modification.
Shellpoint has not stated how it plans to rectify it claim to have sent back my third trial payment for no valid reason. I paid the statements sent to me. {$990.00} was the correct streamlined amount. But, because Shellpoint is not being transparent, I do not know how the mortgage payments could be lowered if they adjust the interest rate and years of payments based on my completed assistance application.
Shellpoint has not answered why it should take no accountability for sending different statements and why it is not trying to fix 1 ) sending me conflicting statements 2 ) claiming to have sent my final trial payment back on a minor technicality that Shellpoint created ; and 3 ) claiming to have sent my third trial payment back when the {$990.00} was the correct Streamline amount and {$1000.00} was incorrect
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| 03/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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The issue is that I paid off the Mortgage Insurance on my home loan and the mortgage servicer and the lienholder continued collecting the fee for the mortgage insurance premium for three months after the mortgage insurance was satisfied and have employed lies and misdirection in an effort to prevent me from recovering those fees. It should also be mentioned that their accounting practices are questionable. ( Please refer to # 8 and # 9. ) The mortgage servicing company is Shellpoint, XXXX XXXX New Rez. The lienholder is New Residential XXXX XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX, PA. XXXX, XXXX as New Rez uses an address of XXXX XXXX XXXX, XXXX XXXX MI.
1 ) I have an FHA loan. The FHA MI payment was {$86.00}. The total payment was {$740.00}.
2 ) I received a letter from Shellpoint ( NewRez ) dated XX/XX/XXXX that stated that I had met all the requirements to terminate the MI payment.
3 ) My October statement still had a line item for the mortgage insurance ( MI ) payment of {$86.00}. I called to inquire why the {$86.00} was still on my statement. I was told that MI is collected in arrears. I contacted HUD. They verified that information.
4 ) On my XX/XX/XXXX statement the line item for the {$86.00} was removed but the payment amount remained the same - {$740.00}. I called again. I was told that no one had requested a review of my account to determine what the new payment amount would be. I asked what was going to happen to the overage - the {$86.00} - that I was paying. I was told that it would be credited back to me.
5 ) My XX/XX/XXXX statement and my XX/XX/XXXX statements are the same. The line item for the MI payment is not there but Shellpoint continued to collect the extra {$86.00}.
6 ) I called in XXXX about this and was told the reason that XXXX had not changed the payment amount was that my escrow account didn't have enough money in it.
7 ) I checked the escrow account. The funds collected by XXXX have never been credited to it.
8 ) I received an Annual Escrow Account Disclosure Statement from Shellpoint ( NewRez ) dated XX/XX/XXXX. This document contains a statement that my escrow account has a shortage and if I paid another {$82.00} to my escrow account that would clear up the shortage. I included the {$82.00} as an escrow only payment with my XX/XX/XXXX mortgage payment. I checked my escrow account. The money was credited to my escrow account and then removed the same day. There is no line item that explains the debit.
9 ) The escrow account is current as of XX/XX/XXXX. The {$82.00} has been returned to the escrow account. Again, there was no line item for the credit. The money was simply credited.
10 ) I filed a complaint with Shellpoint ( NewRez ). On XX/XX/XXXX I received a letter from Shellpoint ( NewRez ). The letter thanked me for my inquiry and informed me that the lienholder of my mortgage is New Residential XXXX XXXX XXXX. The next statement on the letter was " We are working together to gather the requested information and will forward it to you as soon as possible. '' 11 ) On XX/XX/XXXX I received another letter from Shellpoint ( NewRez ) stating that since I had not provided them with any further information they considered the matter closed. ( There is no statement in the previous letter requesting any further information. ) I have all of my statements, I have a copy of the deposits and withdrawals from my escrow account, and I have copies of the letters sent to me. I will be happy to share them at such a time that I am contacted with a resolution.
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| 08/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My family has owned our home in XXXX XXXX New York for 24 years and are facing foreclosure on XX/XX/XXXX because of the roadblocks that our mortgage lender Shellpoint Mortgage Servicing has put in our way. My name is XXXX XXXX and I am the heir and rightful owner of this home. W refinanced the home in XX/XX/XXXX to take care of some needed repairs and were convinced it would be in our best interests to only put my mother XXXX XXXX on the loan. After she passed away in XX/XX/XXXX we ran into some financial difficulties and fell behind about a year later. When we tried to contact the lender at the time, XXXX XXXX XXXX, they told us they could not negotiate because my name was not on the loan. We then took the legal steps to get the paperwork in order with the estate and went back to XXXX XXXX XXXX, who approved us for a loan modification. We made our trial payments as agreed for several months, and were told that permanent modification paperwork was coming. This never happened, and we have been in limbo ever since. The loan was transferred to Shellpoint about 18 months ago and it appears this was done with the intent to foreclose. Despite multiple attempts to engage or get them to consider us for homeowner assistance programs, they have stopped us at every turn. We do not have an assigned contact, they have never actually reviewed our current financial information and they have not followed procedures and guidelines relating to notifications and recordings of their intent to auction the home. This has always been an avoidable foreclosure, but Shellpoint seems to have no interest in working with us and I need to file a formal complaint against them.
In XX/XX/XXXX I began having health issues and was reduced to part time and began receiving XXXX payments. We were able to keep up with the payments despite my reduction in hours. My mother passed in XX/XX/XXXX and this put us into a tougher financial situation, although there was a small inheritance that we were able to use to keep up with the bills until XX/XX/XXXX. I was still having health issues and only working part time in XX/XX/XXXX when we first defaulted on the loan while it was with XXXX XXXX XXXX. Shortly after falling behind we began contacting XXXX XXXX XXXX to try and get them to review us for a loan modification, but they told us that since the loan was in my mother 's name they could not work with me. We then took the legal steps to get the situation remedied and were finally able to get XXXX XXXX XXXX to offer us a trial loan modification. We made all payments as agreed, but never received the permanent modification paperwork. We made repeated calls to XXXX XXXX XXXX, but they reverted to the stance that they could not work with us because I was not on the original loan. No matter how many times I sent in the legal documents demonstrating the fact that I was the rightful owner, they continued to deny me. The loan was then transferred to XXXX, and we went through the same situation, and it has been more of the same with Shellpoint.
We had a change in our financial situation a few years ago -- my health has improved and I am working full time and my husband works full time as well and receives a pension on top of that. We have the means to afford a reasonable payment -- this foreclosure could be avoided, if only Shellpoint would DO THEIR JOB! I have gotten lawyers involved who can't believe the way we have been treated and ignored and how this issue of a few months of missed payments has now turned into a foreclosure sale.
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| 08/30/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I wrote the company and have called them and the company who handled my partial claim. My loan has since been transferred and they have no history and documentation. They asked me to send a letter to loan servicing and they have 7 business days to get back to me and then another 30 to investigate. I asked for the below letter. I need this letter in a timely process. I am applying for a loan and a refinance and the mismanagement from Newrez and XXXX XXXX is really terrible.
-I applied for loss mitigation at the end of my covid forbearance. I was approved for a standalone partial claim and XXXX said they were sending it out and I need to sign and send it back.
XXXX sent the document to the wrong address and I never received it, so they stated the foreclosure process.
-I immediately contacted them when I received the foreclosure letter and they assured me that everything would be fine butt that I needed to sign the SECOND standalone partial claim and get it back to them. I did and my loan was made current and foreclosure cancelled.
-I am now applying for a new loan and they are refusing to lend to me until I get a letter below stating that XXXX made this mistake, and they refuse to give me this letter or admit fault.
XXXX has refused to give me documents, refused to let me speak to supervisors, -One person in loss mitigation at XXXX named XXXX refused to let me speak to a supervisor, wouldn't let me wait for a supervisor, and told me it was all my fault and I had no protections that would not be giving me a letter.
-I made multiple attempts to contact supervisors. They were always busy or no one can find them. They bullied me in to not waiting.
Consumers have to have a better access to historical timelines and a better path to resolution on all of the clearly mishandled covid 19 forbearance and partial claims. These lenders were paid to offer us these programs, and by no means should consumers have to suffer because a lender poor handled the communication process. It is unacceptable.
THIS IS MY LAST EMAIL AND REQUEST TO MY LENDER. If I don't get this I will be forced to pay more money or delay purchasing and refinancing until time has fixed XXXX mistake. It is not right for people to be treated this way.
I am following up on my request below.
I need a letter from Newrez or XXXX stating the below information by the end of the week. I have updated the request based on the documents I have been able to extract from my multiple calls to Newrez and XXXX. I have also filed a complaint with the CFPB about the mishandling of this process, the lack of historical information in the transfer of my loan, and your refusal to assist your customer. If I don't receive this letter by tomorrow XX/XX/XXXX this will cause additional damages on my end and have spoken to an attorney who says this is not uncommon and we will be seeking next steps in the legal process.
" ________ was in a Covid Forbearance and at the end of that forbearance she applied for loss mitigation and was approved for a covid 19 partial claim. We sent the partial claim to the wrong address and the delay getting the documents back, that she never received, triggered the pre foreclosure process. This was an error on our end. She received, and signed the standalone partial claim and her account was brought to good standing. Any delinquent payments reported from the end of XXXX through when she started paying regular payments on XX/XX/XXXX were for her forbearance and should be reported as current on her credit report. ''
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| 08/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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**To Whom It May Concern, ** I am XXXX XXXX XXXX XXXX writing to express my concerns and seek assistance regarding my mortgage servicing experience with XXXX XXXX XXXX XXXX XXXX XXXX and its subsequent transfer to Shellpoint Mortgage in 2023.
**Account Details : ** - **Shellpoint Mortgage : ** Loan # XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Loan # XXXX In the early part of 2023, I availed of XXXX XXXX assistance program and was granted a 90-day forbearance, which consisted of three payments. This program was immensely beneficial to me during a challenging period.
In XX/XX/2023, I proactively reached out to XXXX to discuss the resumption of my monthly payments. I explicitly communicated that I would not be in a position to clear any back payments immediately. In response, XXXX graciously offered to extend the forbearance program for an additional three months, which I accepted. Furthermore, I was informed that upon resumption of my regular payments, I would have three options to address the back payments, as detailed below.
However, in XX/XX/2023, I was taken aback to learn that my mortgage was being transferred to a new servicing company, Shellpoint Mortgage. Despite my earnest efforts to liaise with XXXX to finalize the forbearance program and discuss the deferral of past payments, I was redirected to Shellpoint. I diligently followed up, providing all necessary documentation, including bank statements and a Request for Mortgage Assistance application. It was only on XX/XX/2023, that I received any communication from Shellpoint, in the form of three nearly identical letters. Upon speaking with them, I was informed that they would only consider deferring three payments, and that too after I make a lump sum payment covering three months in XX/XX/2023. This proposal is not feasible for me.
For reference, my point of contact at Shellpoint is : - **XXXX XXXX XXXX Phone : XXXX - Address : XXXX XXXX XXXX, XXXX, SC XXXX XXXX Website : www.Shellpointmtg.com At XXXX, my designated Relationship Manager was XXXX, although I must note that I never had the opportunity to speak with her directly in 2023.
- Phone : XXXX - Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX **Options for Addressing Back Payments : ** 1. **Repayment Plan : ** This would allow me to repay the missed payments over an extended duration by paying my regular monthly mortgage installment plus an additional amount.
2. **Modification : ** There's potential for a more manageable monthly payment by altering the terms of my mortgage loan. This could involve a reduction in the interest rate, a partial payment deferral, or an extension of the loan 's maturity date.
3. **Deferral : ** This option would bring my account up-to-date without modifying the loan terms. The principal and interest from the missed payments would be appended to the loan 's end, forming a non-interest-bearing balloon due at maturity or when the loan is settled in full.
I kindly request the Consumer Financial Protection Bureau to intervene and assist in resolving this matter. As a XXXX citizen, I am seeking a fair and compassionate resolution that takes into account my age and financial circumstances.
Please note that as of now, I am represented by an attorney : XXXX XXXX XXXX XXXX XXXX. ** - Email : XXXX - Address : XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX, CA XXXX Any communications or discussions regarding this matter should be directed to Attorney XXXX.
Thank you for your attention to this matter.
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| 03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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On XX/XX/XXXX of XXXX the XXXXXXXX XXXX XXXXXXXX, Mass. closed my business due to XXXX for 15 months. At this time, I was in a forbearance for 12 months with XXXX XXXX Mortgage, I missed a payment in XXXX of XXXX and tried to make 2 payments in XX/XX/XXXX, they refused to take the payment, said that I defaulted on a loan modification trail period. They sold my mortgage to Shellpoint. On XX/XX/XXXX, I reached out to Shellpoint to start paying my mortgage. I was giving a point of contact, XXXX XXXX. Shellpoint at that time wanted {$5500.00} to bring the loan current, I explained that my business has been closed for 15 months due to COVID-19 with the rest of the world in this situation, I couldn't pay that amount. They proceeded to make me fill out a loan modification application, which I started to do and every time I sent documents to my point of contact, she needed more, and refused to take any payments except for the outstanding amount, now {$60000.00} to bring mortgage current. XX/XX/XXXX, I told XXXX I could pay my mortgage if they could put the {$6000.00} in the rears of the loan. She stated she had to talk to the investors, the answer was NO! Now we have to start another loan modification application all over again because the old one expired. Every week I get a letter in the mail the Shellpoint is here to help, NOT! As of XX/XX/XXXX, I finished another loan modification application, which takes forever because they keep asking for more and more information, which this never stops. They had a gentlemen come to my house to take pictures for this modification, and he told me to get a lawyer because Shellpoint was coming to take my house, he felt bad for me because I've done nothing but try to pay my mortgage, he said this is what they do. They don't help you at all!!! He said Shellpoint will keep stringing me along till I pay the amount they want, or they come get the house. I was emailed that evening from XXXX that she would let me know as soon as she hears something. Today I received an email from XXXX that she needs XXXX Profit and Loss form my business and I have explained in the past that I was closed for 6 months in XXXX and the numbers wouldn't be accurate, and business is slowly getting back to normal. I have every email that she has sent me, and I have sent her, I have documented everything I have sent her and every time we speak on the phone. I AM SO FRUSTRATED!!!!!! I have applied for a home equity loan from my bank and to pay Shellpoint the {$65000.00} to get reinstated and we got denied because ShellpoinXXXX has lowered my credit, due to non-payment. Catch XXXX. The Massachusetts Attorney Genral 's office has been trying to help me but so far, I haven't seen any results, I have done nothing but try to pay my mortgage since XX/XX/XXXX of XXXX and they REFUSE to take any type of payment except for now {$6500.00}. Today I received a letter from XXXX XXXX XXXX Attorneys at Law, as of XX/XX/XXXX my house is in FORCLOSURE!! So, if my house has been in foreclosure since XX/XX/XXXX, why is Shellpoint ( XXXX XXXX asking for more documents on XX/XX/XXXX and today. So, am I in foreclosure or am I applying for a loan modification to help me start paying my mortgage??? I'm begging you for help!!!! I don't want to lose my home, I'm XXXX and my husband 's XXXX we have lived here for 22 years, and we love our home!! I think you get the jest of what is going on with Shellpoint. PLEASE HELP ME SOLVE THIS ISSUE!!! all I want to do is pay my mortgage and keep my house. Thank You XXXX
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| 11/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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We are now submitting our third complaint in an assumption process that is now at 300 days and counting. While we have many complaints, the biggest two are : the inaccurate information Shellpoint gives us, and the complete absence of customer support we are receiving from Shell Point.
Misinformation : In XX/XX/2019 we were told an assumption packet would be sent to us within 5-7 business days, but it was not until we filed a complaint in XXXX with the CFPB that it was finally sent. We were told we could contact XXXX XXXX or XXXX XXXX with any questions, but we called both and left messages numerous times, and heard nothing. Our emails went unanswered as well. Finally, at the end of XXXX, XXXX XXXX called my son, XXXX XXXX, the authorized 3rd party on the account, and told him everything had been approved and he would hear from the underwriters in a few days. Neither did the underwriters call nor could XXXX ever be reached again. However on XX/XX/XXXX the application ( which was said to have been approved by underwriters ), was finally processed, and the appraisal was not done until XXXX.
So looking at the timeline, the information given to us was untrue? Was the home not yet approved in late XXXX?
After waiting for another four months, we had to write a second complaint. In the reply to our second complaint, Shellpoint admits that no underwriter had been secured, even though we were told in May that it was all set and we would hear from them in a few days.
Why would Shellpoint allow almost 120 days to go by and force us to write a second complaint before someone wrote a letter and said : Oh, yeah, no, there are no underwriters after all? In that same reply ( to our second complaint ) Shellpoint stated : We are working diligently to secure a different partner to complete assumption requests. We disagree, and we do not interpret allowing 120 days to go by as diligence.
Absence of customer support : We were told in a letter from XXXX XXXX, dated XX/XX/2019, Should you have further questions, you may contact me at XXXX. We have called her six times, and left messages because we do have questions. And surprise, nobody has either answered or called back. We are now over 300 days of calling, leaving messages, emailing, and we can not get in touch with a single person. We have only had the one phone call in late XXXX ( by XXXX ) with misinformation, and two letters. And those letters have only come after we submitted a complaint.
Is that the normal business practice for Shellpoint? Are other people also being ignored? Does Shellpoint only reply when complaints go to the CPFB? Being a homeowner is no small thing and we deem it simple ethics to grant homeowners the ability to speak to a representative who can help them succeed. We are seniors citizens and this home represents our entire life 's work. We deem that being ignored by Shellpoing is a gross injustice.
We are extremely disappointed with the Shellpoint experience. We feel like Shellpoint has been an evasive company that misguides its homeowners.
Now we are starting to wonder if Shellpoint 's company goal is to enrich their company by putting struggling homeowners out in the street, as that is how we feel. Whenever we call Shellpoint to make a payment, it takes less than 60 seconds for Shellpoint to put someone on the phone and collect our money, but when we want to talk to someone on the phone to help us succeed, no one is around. It has taken over 300 days to get one phone call, and that turned out to be misinformation.
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| 05/31/2016 |
Yes |
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- Cont'd attempts collect debt not owed
- Debt was paid
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Web |
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Our loan appears to have several issues surrounding the mortgage assignments, loan transfers as well as recordings with our local property XXXX accessor 's office here in XXXX XXXXXXXX.Our loan was originated by a fraudulent mortgage company going by the name of XXXX XXXX XXXX XXXX XXXX XXXX a XXXX XXXX which originated on XXXX XXXX, XXXX a fixed rate note. The loan amount of {$35000.00} was exacerbated by XXXX and our financial means was unsupported to repay the debt at an interest rate of 15 % .XXXX was ultimately shut down by the FDIC for origination of predatory lending practices, and an assortment of illegal failures to perform fundamental fiduciary responsibilities for countless homeowners.Our loan was originally table funded by XXXX XXXX XXXX XXXX. Then allegedly transferred to XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XXXX XXXX XXXX. However evidence provided in legal recordings show XXXX carried a Revoked License never to be reaffirmed to conduct business as of the date of XXXX XXXX, XX/XX/XXXX.Based on the statutes or RESPA, how could XXXX possible have reassigned the loan back to XXXX Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The reason this action is questionable is because assignment of a Deed Of Trust was executed on XXXX XXXX, XXXX, from XXXX Mortgage XXXX a XXXX XXXX XXXX XXXX was sold and transferred to XXXX XXXX Bank XXXX, XXXX XXXX XXXX Bank XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX XXXX XX/XX/XXXX.However, XXXX would not have been any position to have transferred the loan back prior to the License Revocation of XXXX XXXX, XX/XX/XXXX.Furthermore, we feel that assignments have been falsified by XXXX XXXX XXXX XXXX XXXX XXXX XXXX atty in fact for XXXX XXXX Bank XXXX XXXX XXXX XXXX Bank XXXX XXXX XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX series XXXX. The assignment dated XXXX XXXX, XXXX, indicates that the loan was assigned to Resurgent XXXX XXXX from XXXX. Again, the chain of title is still very unclear at this point.We are seeking the entire assignment XXXX complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX to Mortgage XXXX a New Jersey XXXX XXXX XXXX. Entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX Mortgage XXXX XXXX XXXX XXXX The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We are seeking the entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX, back to XXXX Mortgage XXXX a XXXX XXXX XXXX XXXX. As well as the entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX Mortgage XXXX XXXX XXXX XXXX The XXXX XXXX to XXXX XXXX Bank XXXX, XXXX XXXX XXXX Bank XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX series XXXX. Also we request entire assignment ledger complete with evidence of the Allonge to the note and all applicable assignments and recordings from XXXX XXXX Bank XXXX, XXXX XXXX XXXX Bank XXXX as Trustee under the pooling and servicing agreement dated as of XXXX XXXX, XXXX series XXXX to Resurgent XXXX. We are also seeking evidence of the Allonge to the note and all applicable assignments and recordings from Resurgent XXXX XXXX to XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX.
( END OF PART XXXX COMPLAINT )
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| 01/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am an XXXX XXXX female who experienced financial hardship due to plumbing repairs in my house. I explained this temporary dilemma to Shellpoint Mortgage Servicing in XX/XX/XXXX or XX/XX/XXXX. I explained that I would make my mortgage payment as soon as possible. My mortgage payment at that time was {$1600.00}. I had previously paid that amount in full on a consistent basis. On XX/XX/XXXX a payment of {$940.00} was made to Shellpoint as a scheduled debit from my bank account. I could not make a scheduled mortgage payment on XX/XX/XXXX due to air conditioning problems. A full payment of {$1600.00} was made on XX/XX/XXXX. After this payment the hurricanes hit Florida causing devastation. My mortgage payment arrangement for XX/XX/XXXX could not be kept. Hurricane Irma forced my family and me to evacuate. Days before this destructive hurricane hit my residential area there was a death in my family. The death and devastation forced us to stay out of state for about three weeks creating expenses before and after the hurricane as well as addressing a funeral expense. Additionally, there were numerous water main breaks where I live in XXXX County, thus creating a problem with water and sewage before my return to my house. I explained this dilemma to a Shellpoint representative while out of state. When I returned to my home my fence was knocked down and major fence repair was mandatory. I contacted Shellpoint in XX/XX/XXXX to make a mortgage payment. I was told I was six payments behind and only a minimum of four payments would be accepted at {$1600.00} per payment. The Shellpoint representative told me I had {$940.00} in unapplied funds, which could be added to {$5700.00} to make the four payments. The four payments would total {$6600.00}. I arranged to pay {$5700.00} and add the unapplied {$940.00} funds by XX/XX/XXXX. The Shellpoint representative told me that when the four payments are made I would owe payments for XX/XX/XXXX and XX/XX/XXXX, and asked if I could make those two payments in XX/XX/XXXX. I said, yes. Despite the hardships I experienced, I paid {$5700.00}, and the unapplied balance of {$940.00} was added to make the full four payments. When I contacted Shellpoint to make a payment for XX/XX/XXXX I was told that I owed three payments instead of two. XXXX XXXX, the point of contact for my account, stated that I owe three payments. I explained what I 'd been told previously that I owed two payments. I would like a forensic accounting of my mortgage payments to prevent Shellpoint from fraudulently billing me with additional payments that I do not owe. I am being discriminated against as an XXXX XXXX and a woman. I am well able to pay my mortgage, but experienced to hardships in a row. But, diligently paid {$6600.00} only to be told that I owed three mortgage payments instead of two. It is very disheartening when I am working diligently to have a current mortgage payment, only to be falsely billed by Shellpoint, lied to by Shellpoint and purposefully suppressed to prevent me from owning my home or advance in paying my mortgage. Instead, Shellpoint and the investor that holds the note to my home is attempting to force my property into foreclosure with padded billing and manipulation, thus unlawfully causing me additional financial hardship as well as stress and strain in bringing my payments current. I am an XXXX XXXX female who holds an XXXX XXXX XXXX XXXX XXXX XXXX degree. I am able to pay my mortgage if dealt with fairly and equitably in making mortgage payments.
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| 06/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am reporting this company for mortgage fraud after months of patience, trying to work with them, and having them fraudulently draft money that wasn't owed from my account, lying to me, and making changes to my account without my authorization or knowledge.
In the middle of a pandemic/recession, with my wife out of a job and my tenant unable to pay rent, this company has repeatedly XXXX us over to the tune of thousands of dollars. My issues have not been resolved despite countless emails and hours on the phone. Luckily, I am in a situation where I will be fine financially, but I am worried for other consumers who are on more of a shoestring budget or not as financially literate as I am.
Specifically, NewRez first overpaid my property taxes by thousands of dollars. The company then tripled my monthly escrow draft, increasing it by ~ $ XXXX/month based on their inflated estimation of my property taxes for the following year and a shortage. All during a pandemic/recession and right as my wife lost her job due to COVID-19 and my tenant became unable to pay rent for similar reasons. For the month of XXXX, I was completely unable to contact the company. They did not respond to emails or the contact form on their website, and when I called any of the numbers I could find for them, it came back as disconnected or unavailable.
It took several months and many hours of my time on the phone and via email to get them to finally update their estimation of the next year 's property taxes, after which they still didn't update my escrow payments. During this time the company also put me on a forbearance plan, which I did not ask for. They canceled my autopay against my will.
Finally, they agreed to cancel my escrow account and allow me to pay my own home insurance and property taxes. However, this process has now dragged on for over a month. Despite repeated promises from the company 's agents that my escrow would be canceled and I would " receive my escrow disbursement within 7-10 days '', the company apparently canceled my request to cancel my escrow without any notification to me. The stated reason is that I needed to pay back an escrow shortage, despite the fact my escrow account has a positive balance. So NewRez was asking me to wire them thousands of dollars so that they could close my escrow account and wire back my money, tying up even more of my money in what would surely amount to months more time. During this process, NewRez once again put me on a forbearance plan and canceled my autopay without my authorization or request.
When you boil it all down, NewRez has repeatedly drafted money from my account based on faulty numbers and not following through on its own promises and continues to lie and misrepresent the situation to me, while taking money out of my account that by the company 's own account, should not be taken out. The customer service has been so poor, I wouldn't even call it customer service.
While I certainly am upset for my own rights, money, and the egregious amount of time I've had to waste with this sorry excuse for a company, I am more concerned for other consumers who are less financially literate and less able to withstand the fraudulent drafting of nearly $ XXXX/month of extra money from their account in the middle of a pandemic/recession. This isn't a complicated business. I've done the math for them and tried to help them resolve this. No company this incompetent should be allowed to stay in business, for the safety of consumers.
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| 03/13/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We have had issues with our mortgage company consistently since XX/XX/XXXX.
Issue # XXXX : My husband was labeled a XXXX XXXX XXXXXXXX veteran and we contacted the mortgage company immediately to ask what steps needed to be taken since they would no longer need to collect property tax. We sent all requested documentation and had to contact them numerous times to get an early escrow evaluation to adjust our payments. This finally took place in XXXX ( 4mo of almost weekly phone calls with documentation exchanges, etc ). At that time they still insisted on collecting money for property taxes even though we had given multiple documents from the VA and county indicating we would not be paying them moving forward. Finally in XX/XX/XXXX, our regularly scheduled escrow analysis has our payment corrected. We have asked for our escrow account to be closed since we now only have to pay for home owners insurance and can do that on our own, but have been told multiple excuses for why we can't do this ( ranging from the length of the loan to the type of loan we have-it 's a new excuse every time we call ).
Issue # XXXX : I had input my checking account information into their payment system and was having payments withdrawn on a monthly bases. In XX/XX/XXXX, my regular payment amount was withdrawn from my bank account twice. There was no evidence of this double withdrawal in New Rez 's system and they insisted that I " take it up with my bank ''. I did as requested and continued to stay in close contact with NewRez as my bank had a multiple day hold before they could execute this. Finally the charge reversed ( still showing no evidence of the issue on NewRez 's account ). Then several days later, I received a second credit in my checking account, but still no evidence of any of this on my mortgage website or on any of my statements. We waited for the account to recognize the error and just held the payment in our account knowing that if we sent it in before a payment was shown to be due, it would be applied as an extra payment and we wouldn't get credit for the one that was due in XXXX. We had the aforementioned analysis on the account done in XXXX and XXXX and they still did not show the payment reversal. While I was on the account looking for the XXXX escrow refund, I noticed XXXX account activities dated XX/XX/XXXX. I called and the representative insisted that my XXXX payment had been reversed. I repeatedly insisted that this had not been the case and was once again told to " take it up with my bank ''. I called back after speaking with my bank and was asked to provide evidence that this payment had not be reversed. It was then discovered that this reversal was related to the XXXX issue and instead of just requesting that payment be replaced, they had reversed and reallocated every single payment since XXXX and were now charging me late fees and showing late payments on my account. There has never been a single late payment and I have provided documentation of this. The missing XXXX payment has already been sent and documented in the account detail. We were told back in XXXX that this double payment issue was not isolated to our account-they had switched banks and apparently both banks withdrew from hundreds of accounts. Their error has caused months worth of lasting effects for us and we do not feel like our money is safe with this organization or that their customer service team has the capacity to effectively diagnose or manage the issues they create themselves.
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| 05/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Approximately 10 years ago this XXXX XXXX XXXX were put in place. ( The monthly " due-date '' was set at the XXXX day of each month. However, each monthly statement I receive clearly states that a late-fee is NOT triggered until on about the XXXX or XXXX of each month. ) I make my monthly payments to the servicing company ( I call, " servicer. " ), NEWREZ, by its automated telephone pay-system, on the XXXX, XXXX, or XXXX of each month. ) This procedure has been in place since the beginning of the mortgage-life. I have not been late on any required monthly payment according to the dates & procedure developed between all these parties since the beginning. I have not been assessed any late-fee since the beginning, UNTIL THE PRESENT DISPUTE AROSE. The mortgage has an escrow account for taxes & property insurance The documents require that I, the property Owner & mortgagor, obtain & keep in force acceptable property insurance, which I have always done since the beginning of the mortgage-life. This is the 2nd year that I have changed property-insurance companies to try to obtain a lower cost premium. ( The property is located in Florida, which has a property-insurance crisis, and has had for several years. ) The first year there did not seem to be any significant pe another change of property insurance carriers... .this generated another REFUND of premium. I obtained directions on how to endorse the refund check and the address of where to send it. These directions were followed and, by phone I was able to later verify tat the servicer did receive the refund-check. The next bill I received indicated an amount which was clearly more than if the refund monies were acknowledged as received into escrow, though not more than {$200.00}, in my estimation, than what the true amount of my monthly payment should have been calculated to be. A phone call to the servicer did not seem to get me any results such as recalculation of the monthly payment based on t the servicer 's receipt of the refund monies ( which was approximately {$3100.00} ). Finally, almost two ( 2 ) months after the servicer received the refund monies, one XXXX admitted to me on the phone that the refund monies had been ( mis ) applied as a " regular monthly payment '' instead of the escrow account. The XXXX stated that she would try to straighten the matter out.
On the next monthly payment due from me, I estimated the amount I thought was actually due from me rather than pay the amount requested by the monthly statement, which was about {$250.00} too much. I did not subtract an entire {$250.00}. I subtracted less than that. There is no way I could calculate the exact amount owed because, I do not know what amounts for insurance & taxes are in my escrow account at any moment. I am informed of that only once a year, probably on my Form 1099. The servicer assessed me a late-fee, as a result of what it says is a " partial payment. '' The next month, it did so again, and will no doubt do so again this month ( XXXX, XXXX ).
Now the servicer has sent me two ( 2 ) letters which are, in essence, collection letters. In those letters the servicer states that I will be assessed late-fees on the XXXX of the month. This changes the time I have been required to pay my monthly payments. For ten ( 1XXXX ) years I have been an about the XXXX of each month because the bills have stated that I am NOT LATE until the XXXX of each month. This is an illegal change over the procedure developed between us for ten ( 10 ) years.
|
| 04/12/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I am writing as a follow to the dispute I submitted to my mortgage company, Shellpoint, on XX/XX/23 regarding the inaccurate reporting of my loan account balance and status of late/current payments to the credit bureaus. Below I've outlined the discrepancies I am finding on my credit report as cited by all three credit bureaus. Please refer to the attachments for reference.
-As of XX/XX/23 XXXX was reporting that my account status from Shellpoint had not been updated since XX/XX/23. The outstanding balance was incorrect ( {$240000.00} instead of {$230000.00} ). It also reported that I had a past due amount of {$7300.00} which is not accurate. According to my records and my online Shellpoint account, I have a XXXX past due amount.
-My XXXX account is now showing that my account was last updated on XX/XX/23, but the outstanding balance is still incorrect ( {$230000.00} instead of {$230000.00} ). I have been told by Shellpoint employees that my credit is updated every single month. As you can see, that has not been the case.
I also have late payments showing ( see attached ) that were a result of waiting for Shellpoint and the HALF program to exchange data so HALF could make a payment on my behalf as I had to apply for assistance due to work loss because of the pandemic. I was assured that waiting for the payments to be processed and sent to Shellpoint would not affect my credit as the funds were promised and available, but the HALF program had to wait for Shellpoint for months to send the correct files that HALF requested to distribute the designated funds.
-I began calling Shellpoint repeatedly to expedite the data transfer so the payment could be sent to which I was told " There is nothing we can do to make this go any faster ''. I challenged that if the delay is on the end of the mortgage provider, the client should not be penalized as I had no control or say as to when the payment was made.
-I continued to call repeatedly to discuss these concerns in an attempt to obtain correct information as well as ensure that working with the HALF program would not affect my credit and have gotten a myriad of answers/non-answers, none of which have been consistent or apparently accurate. The above details are negatively affecting my credit report dramatically.
-Currently my credit score is in the " fair '' zone, and I can not get accepted for a loan of any size or APR because of the low score and reported late payments. All of the payments have been made in full as of XX/XX/23 which is reported on my online Shellpoint account.
-I have been told that Shellpoint will accept the payment from HALF, but will not correct the late payments that appear on my credit.
-The seemingly lack of training Shellpoint customer service representatives is concerning. I've been told something different by just about every single person I've spoken with. I've been told " there are no managers or supervisors '' which is clearly not accurate as I was transferred to one on XX/XX/23 after filing a formal complaint. I've been told to " sell your house if this is a problem '', " It's not our fault the HALF program doesn't know what they are doing '', and " don't worry, because you have this agreement in place and we are aware of it and in close contact with HALF, this will not affect your credit in anyway ''. When does Shellpoint start taking responsibility for the inaccuracies instead of taking the " we've done nothing wrong '' approach and passing it on to their customers?
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| 03/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX we closed on our home with a conventional loan. The company who services our loan is NewRez LLC also known as Shellpoint.
Our property taxes were due on XX/XX/XXXX. We received the bill in late XX/XX/XXXX and mailed in the coupon to NewRez c/o Shellpoint using the address for payments. While we are aware this is not a necessary step, I have always done this to ensure that information is shared.
In XX/XX/XXXX, we received a Notice of Delinquent Taxes. We were informed that the property taxes were not paid and that a lien would be placed upon our home if payment was not made by XX/XX/XXXX. Late fees were also incurred.
We immediately contacted NewRez aka Shellpoint using their one and only customer service number. Our first call was on XX/XX/XXXX. We then made additional calls and were instructed to send a copy of the bill and the notice of delinquent taxes to their email address. We scanned and sent both the tax bill and the notice of delinquent taxes on XX/XX/XXXX. We received an email several hours later stating the email is un-monitored however after additional phone calls, it was confirmed they received the email.
We have made no less than 20 phone calls to NewRez aka Shellpoint speaking with several customer service representatives, specialists and one manager XXXX XXXX who assured me on XX/XX/XXXX that she would call me back on XX/XX/XXXX and did not. I left her a message that afternoon with no response.
We also contacted XXXX who is the 3rd party property tax services company for NewRez aka Shellpoint and spoke with them as well as filed a formal complaint via email on XX/XX/XXXX. They stated receipt of the email on XX/XX/XXXX.
We spoke with XXXX, New Hampshire Town Tax Collector. No payment has been received. They also stated that we would have to pay the taxes via cashier check. They stated that they would not refund our money and if and when NewRez/Shellpoint pays the tax bill, they would have to return the check upon receipt.
We also spoke with XXXX XXXX from NH housing as to how to best proceed. He helped us find this website.
At this time, we have 7 days to pay our property taxes before a lien is placed on our home. We have contacted the title company who performed our closing who confirmed that NewRez accepted payment and placed our money into escrow. We also confirmed with NewRez that there is more than sufficient funds in our escrow account to pay the property taxes.
We have not missed any mortgage payments, or made a late payment. At this time we have overpaid by one month ( as many homeowners do ).
We have exhausted every avenue short of going into litigation-which may be our next step as we took money out of our savings to create a cashier 's check for the property taxes plus late fees which is slightly over {$4000.00} We want to make sure that we get our money back into savings as NewRez/Shellpoint now has over {$7000.00} our our money in escrow.
Our plan is to pay the tax bill with this cashier 's check on Friday XX/XX/XXXX if the town of XXXX has not received payment from OUR escrow account by this date.
We are frustrated. We were told by XXXX XXXX that we are not the only account services by NewRez/Shellpoint experiencing this situation. She stated that she has noticed a cluster of calls and complaints of unpaid property taxes and had no explanation for us as to why this has occurred.
We are seeking support as of what to do next in this situation. Our NewRez/Shellpoint account number is XXXX.
|
| 08/04/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American, Servicemember |
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On XX/XX/XXXX, our house burned down. Our local XXXX XXXX fire department requested aid from XXXX, XXXX XXXX, XXXX, XXXX, and XXXX XXXX fire department to our property in which I saw a total of 15 firemen bravely fight to save our house. After 8 of hours of desperation, my husband, the last one to go to the hospital for smoke inhalation as well as other injuries, left in disbelief. It was reported as a total loss in our fire certificate, the news, and social media. Funny enough, a letter we got in the mail from a debt collection agency from Shell Point XXXX stated that our payment was delinquent and we were in jeopardy of losing our house.. As we thankfully live in our rental home provided by our insurance, we have been in contact with our insurance, XXXXhell Point , and USPS. In XXXX, my husband, my son, as well as myself sent multiple complaints to USPS for delayed forwarded mail, which in question, was our second check for our final payout by our insurance after the first was cancelled due to the delay of being forwarded from our already lost home. Anyone familiar with USPS, or has an address, or files taxes, or in short is an American of these United States knows this is common behavior from USPS. Prior to our one time delinquency, there were also many complaints to our local USPS for our mailbox being vandalized and packages being held at the post office even though they had previously delivered to our front door. It should be said that we pride ourselves in making on time payments, having perfect credit scores since the inception of our credit history. We called Shell Point to inform them of the delay in paying off the house and they assured us we did not have to worry about making a payment on time which was XX/XX/XXXX, five days after the fire. We found pants that fit us a week later from donations from the XXXX XXXX XXXX. When we received our check that we found was sent as certified mail, we sent it through XXXX overnight priority. Through the tracking number, it was confirmed to be delivered to Shell Point on the XXXX of XXXX. We had been sent to collections, but we had also received our deed in the mail. The check that was sent was more than the interest we supposedly owed and we were told in XXXX that after the money cleared we were going to be sent money back. To summarize, we were told we didnt have to worry about paying the house off on time before our bill was due, we were told we were getting money back from paying extra, we were told all our conversations were recorded, and after we initiated an internal investigation, we were told that according to their records they had made every attempt to work with us to resolve our delinquency and encouraged us to make our account current. That they ACKNOWLEDGE THE CIRCUMSTANCES AND HARDSHIPS [ WERE ] FACING. Sincerely the compliance department. In conclusion, with all recorded evidence and documentation after submitting an internal investigation and after paying off our house, we now have a negative report on our credit score, and after several applications to buy a house in multiple locations in our state of record we have been denied because of it. Dejectedly, we cant move on. This deceivingly heartless company has striped us of our right to live our life after losing everything and the clothes off our backs. Our days in this rental house provided by our insurance are numbered, but the days dealing with this mortgage company will now be longer than the memory of watching our house burn down.
|
| 10/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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In XX/XX/XXXX Newrez took over my loan after a refinance. When the loan was sent to them, there was some mix up on them getting the insurance ( not sure if that is their or insurances fault or old loan agent fault ). I had current flood insurance ( flood policy XX/XX/XXXX-XX/XX/XXXX ) and hazard ( policy XX/XX/XXXX-XX/XX/XXXX ) paid to date by old lender. In XX/XX/XXXX, I received a letter from Newrez that they were only missing my flood insurance information, therefore on XX/XX/XXXX I followed their instructions and uploaded my insurance information ( I attached confirmation email from website that I uploaded it ).
Fast forward to recently when I was trying to refinance my loan and my loan agent found an issue with my escrow account. Apparently Newrez created not only lender based flood insurance backdating to XX/XX/XXXX in XX/XX/XXXX, but also created and paid lender based hazard insurance of which I never received notification that they were missing hazard insurance and they admitted this letter was never sent. I contacted Newrez on several occasions to get this resolved. I contacted my flood insurance and found out it had been cancelled due to lack of payment and they said it was illegal to back date the policy so it would start on XX/XX/XXXX for {$570.00} and i would have to pay.
After back and forth fighting Newrez they refunded the lender created hazard insurance amount. They also refunded the flood insurance for the dates I showed proof of coverage. The problem is that from XXXX the lender based flood insurance was 4 times more than my flood insurance contract. I am asking them to refund me a portion of this excessive above market cost for the lender based portion of {$1200.00}. I submitted an email with complaint and all backup on XX/XX/XXXX ( email attached ) and the response I received on XX/XX/XXXX did not really address the concern.
I talked to XXXX at Newrez on XX/XX/XXXX about the issue. In the discussion and review of everything, XXXX said that they didn't get my documents I submitted on XX/XX/XXXX, until mid XXXX and they never contacted my insurance company because the year on the insurance policy was old ( but it was my current insurance ). She said instead they sent me another notice saying the same thing that they never received any insurance information of which I do not recall receiving and if I did, I would have thought to myself, I already did this. So I asked to speak to a manager.
I spoke to a manager on XX/XX/XXXX and he said something totally different. He stated that they did contact my flood insurance and they never got back to them. They will not take any blame and will not refund anything. He also said that they were aware a long time ago of my hazard insurance, but that is interesting as they didn't refund that double coverage lender insurance until I complained these last couple of months.
The problem is there are so much inconsistencies on Newrez 's part to solve this issue and in what they were saying first saying they didnt call my flood insurance company and than next saying they did and my insurance never replied. They feel there was nothing wrong with the fact that they back dated my flood insurance policy, even though that is illegal, and feel there was no problem that they are now reimbursing me the hazard insurance now that I have complained. I have owned 2 properties and several loans and never have I had this issue with a lender. The market cost was so much out of pocket for a customer to cover.
|
| 08/28/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
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XXXX XXXX XXXX loan number HELP STOP FORECLOSURE SALE ON XXXX XXXX, 2017 This is a complaint regarding Nonresponsive XXXX XXXX, XXXX XXXX and XXXX XXXX all of whom are engaged in unethical conduct and, non-responsive.
We were working with the keep my home California program for several months and received the attached approval. We were told by keep my home calif that Your shellpoint opted out and failed to use any keep my home Calif funds. You sent a trial mod with no terms included you failed to disclose the terms such as length of loan and interest rate and gave us no information each time we called and sent you multiple emails. We elevated this matter to consumer finance who obtained a letter from your XXXX XXXX stating that you failed to include the keep my home calif hardest hit funds and reapply. Keep my home Calif stated that no need to reapply as their letter is good until XXXX and you can provide a revised trial mod. We have been waiting, calling and emailing and no response.
Accordingly you never sent or provided any terms of a trial mod and each time we called were told " no supervisor was available ''. Each representative knew nothing and still no response to emails yet your letter from XXXX XXXX states these are all contact points. XXXX XXXX was left several messages yet she never bothered to contact us.
Last week we were on the phone with both Keep my home Calif and finally XXXX XXXX who claims now that the trial mod would use keep my home Calif funds hardest hit yet this is in direct contradiction to the letter from XXXX XXXX the trial modification DID NOT INCLUDE aNY FUNDS FROM KEEP MY HOME CALIF. your employees kept playing games and failed to explain the terms of the mod in writing sent a letter with NO INTEREST RATE, no term of the loan, no information as to whether the keep my home Calif hardest hit funds were used or included, claimed tgatvyou would send this information but never provided it in time for us to make any trial mod payments.
Your employees were unethical and unprofessional and never did anything to help us save our home. Constantly nonresponsive, failing to provide the terms of the trial mod and then locked us out of our online Shellpoint account so we could n't access any account information or make any payments. Then we asked to elevate the matter for weeks and were lied to repeatedly that there is no one above XXXX XXXX XXXX XXXX during the one time he decided to come to the phone was rude, unprofessional, put us on hold for a long period of time, failed to explain how XXXX who was on the other line with keep my home California and I both had different payment amounts from him and was no help at all claimed nothing can be done and intentionally kept us in the dark and did not give us a chance to make any payments just trying to unethically steal our home.
We never received and communication from the single point of contact. Every time we called she was unavailable. Sent several emails to the escalations dept per letter from XXXX XXXX yet only received an automatic email and No information regarding our loan. XXXX XXXX was useless always played dumb stating shedding know anything about the keep my home calif program, she claimed to know nothing about our account, never explained the trial modification, never returned any phone calls and never responded to any emails. XXXX XXXX and XXXX XXXX both non-responsive and failed to give any information or let us know what was going on until too late.
XXXX
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| 09/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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Web |
Older American, Servicemember |
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XXXX XXXX XXXX, XXXX XXXX XXXX XXXX.
XXXXXXXX XXXX XXXXXXXX Fax XXXX XXXX Cell XXXX XXXX XXXX XXXX Re : Complaint XXXX XXXX, XXXX.
XXXX XXXX and XXXX XXXX XXXX XXXX. XXXX Property ; XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX On behalf of my clients, XXXX XXXX XXXX and XXXX XXXX, I would like to file a complaint against Newrez, LLC. * My wife and I have been customers of Newrez, for over four years, they hold a mortgage on one of our properties, a condominium located in XXXX XXXXXXXX XXXX
We entered into a contract to purchase another condo in felt that as we had a track record with Newrez, they would be a good Mortgage company to apply to for our mortgage on the property we contracted to purchase.
We signed a contract to purchase the property on XX/XX/2023, with a closing date for cash on XX/XX/2023. We contacted Newrez and applied a few days later. We sent them a copy of the contract and they were well aware of the closing parameters. We understood that they would be able to process a loan in 30 days, which would have been before XX/XX/XXXX, and Newrez to settle with us would have given us a margin of time to close on XX/XX/2023.
Our application was for a 20 % cash down and a mortgage for 80 %. Newrez processed our account under the name of XXXX XXXX XXXX, and XXXX XXXX XXXX. XXXX XXXX application was not acted on because of his age ( 81 years ), but XXXX XXXX received a tentative approval on XX/XX/2023. She was told the mortgage would have to be in her name only.
It is my belief, and I am filing this complaint because, the company turned me down because of my age which is XXXX.
___________________ Newrez continue to ask for many documentations, sometimes the same request was made after we complied, two or three more times and for the same documents. We were always told that they just needed a few more days. Our closing came and went and because they did not approve or disapprove our loan application, we lost our basic deposit of {$5000.00}. We also lost another XXXX XXXX for appraisals and application to the condominium association. I made a demand to Newrez, to settle with us for {$6000.00}. It was never addressed.
We never received a rejection or approval of our application. I believe that we were discriminated against because of my age and that they did not comply with their own in-house review of our application in a timely manner. We believe that they were stalling the loan. The loan processor we dealt with was XXXX XXXX ( contact information : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXX ).
I am interested in pursuing this complaint for my wife and my self, also as the executive director of a large pro bono law firm that provides legal services to those who can not afford an attorney. If this mortgage company will treat people like my self and my wife, XXXX XXXX XXXX XXXX XXXX how are they treating the average American. My agency has defended a number of suits against Newrez and Shellpoint, their sister mortgage service company, and we have a very good track record defending folks against these corporations.
If you need any documentation will be happy to provide them, I have a complete file of all emails and documents that were involved in this transaction.
Be Safe and God Bless, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX
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| 03/07/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Since, my account has been transferred to Shellpoint It has been a nightmare. Shellpoint have added an insurance escrow in my mortgage account, with no apparent raison.
I am a XXXX percent total a permanent veteran on a fix income, I have been forced to pay the extra {$270.00} a month to Shellpoint, because every customer service representative working at Shellpoint that I have spoken to do not seem to know what they are doing or do not care.
On one occasion in the month of XXXX, because I made only the mortgage payment Shellpoint have report to XXXX of a late charge into of my account.
At the end of the month XXXX my credit score went from excellent to good, I have lost XXXX points.
I have called Shellpoint multiple times in order to resolve the issue into my account with no success, it looks like the insurance department system do not communicate with the account department system, or most of the account representation that I have spoke to do not know what they are doing, or simple do not care, its unfortunate I must through those hoops in order to tried to fix a simple issue.
On XX/XX/XXXX, I have called Shellpoint, I spoke to customer service representative XXXX XXXX XXXX in regards of the insurance escrow they have said I have added into my account ; I have verified the information with insurance escrow department, theres no insurance escrow in my account.
Then, the Shellpoint insurance representative contacted the account department transferred the call, also waited on the line to explain to the account department that my account does not have any insurance escrowed.
I was on the line with the account representative XXXX XXXX for about 1 hour 30 minutes from XXXX to XXXX while she was trying to figure things out, unfortunately she was unsuccessfully, at the end she told me she will contact me within the next couple days, no call back.
On XX/XX/XXXX, I have called I have spoken to one of the Shellpoint managers she told she will contact me within couple days, no call back.
On XX/XX/XXXX, I have called Shellpoint insurance department again to make sure the account does not have any insurance escrow. I have spoke Call Center Associate XXXX XXXX, also he sent me an email to confirm theres no insurance escrowed in my account.
On XX/XX/XXXX, I have called Shellpoint customer service representative XXXX XXXX, XXXX answered the call for a second time, I have asked her to speak to a supervisor or a XXXX, XXXX XXXX wanted to know whats the call was about, she had me on hold for approximately 15 minutes then came back she stated she will try to reach out to a supervisor. When shes back from the hold, she confirmed there are no insurance escrow. I have made sure to asked her a couple times. Are there any escrow into the account? she confirmed theres no escrow, she replied yes, no insurance escrow.
I have keep insisting to speak to a supervisor or manager, she refused, instead had XXXX XXXX, XXXX in the escrow department analysis on the phone. XXXX XXXX stated he will expedite an escrow analysis on the account which could take 3 to 4 days.
I was on the call approximately 1 hour and 3 minutes, at the end of the call I have ask for the name of her supervisor, she said XXXX XXXX.
Since, XX/XX/XXXX, I have been paying {$410.00} for the mortgage not {$690.00}. I would like Shellpoint to fix the error that I have made into my account, also send a request to XXXX fix the inaccuracy 30 days delinquency they have added on my credit report.
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| 09/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I attempted to refinance with the company NewRez LLC and they lied to me through the entire process. First and foremost I was told my rate was locked and signed a Loan Estimate ( attached ) with a rate of 2.75 % and {$1000.00} lender credits in points. I have an email on XX/XX/XXXX ( attached ) from my loan officer clearly stating the rate was locked and that I should be receiving docs on this. These docs were seemingly never sent and when I asked to see them in early XX/XX/XXXX I was told they were " expired '' and I could not access them. They then sent me an Initial Closing Disclosure on XX/XX/XXXX which had the {$1000.00} in lender credits removed. When I confronted them about this the loan officer told me it was because my property type is actually a condo and not single family. That was a lie because I submitted the application as a condo, and my current mortgage is managed by them as a condo for the exact address. I proceeded to press the Loan Officer about how this mistake was made, and at first he deceivingly told me that the price change is because the home is " no longer a single family home but now a condo ''. I cornered him into his own lie, and he finally admitted it was his mistake and there is nothing he can do about it. I'd say this is a textbook bait and switch as I gave them the correct information and it's up to them to handle it correctly.
They then proceeded to inform me on XX/XX/XXXX that if I wanted to proceed with the deal I had to elect their closing attorney, which I had not. The property is located in the state of South Carolina where it is up to the buyer to select an attorney. They told me that the deal required their attorney and redacted my documents in an email on XX/XX/XXXX ( attached ). They then pushed me to schedule to close on Saturday XX/XX/XXXX and told me I needed to use their closing attorney to do so. Mind you, they scheduled the closing appointment on XX/XX/XXXX for XX/XX/XXXX and I had yet to sign the Initial Closing Disclosure. If I'm not mistaken TRID laws require Initial CD to be signed three days before closing.
The next day on XX/XX/XXXXthey sent me the final closing documents which my rate became even higher than what they originally quoted me at. It went from 2.75 % with $ XXXX in lender credits, to 2.75 % with a {$3100.00} rate buy-down of 0.75 % in points. I confronted the loan officer on the points buy-down he told me that if I " wanted those to go away, the interest rate will just be higher. '' He was explaining this to me as if I didn't understand the concept of rate lock. It was at that point I knew I could not trust these people and cancelled the deal. Additionally, their website indicated my rate is locked, although it clearly was not. I was never informed what so ever of floating points which is what the CD indicates. I was told my rate was locked.
After telling them the refinance was cancelled, they proceeded to harass me attempting to steam roll the deal onto me with several phone calls, voice mails, and emails indicating that i should speak with a " professional '' on why things changed. This company is seriously up to no good. I told them three times that this deal is cancelled, they stated they received notice of my cancellation, and are still harassing me with openings for closing appointments.
Additionally the Initial Closing Disclosure and Final Closing Disclosure have different loan amounts indicating a change of circumstance which I was never officially notified of.
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| 06/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint received my loan in XX/XX/XXXX. I wanted to make bi-weekly payments and asked to be signed up to their program. I signed up but their withdrawal calendar did not align with my pay periods and they suggested I make the bi-weekly payments manually. I paid 2 mortgage payment in XX/XX/XXXX and thus began making bi-weekly payments. These payments were unknowingly being applied to principal prompting me to call them every single month to have the payments applied correctly. My account is a complete mess and can not be followed as to what this company has been doing with my payments. I have a complete record of every time I have called this company asking for information, requesting my payments be applied correctly and making sure my account is in good standing. I was assured my account was in good standing. On XX/XX/XXXX, I received a notification that Shellpoint had reported me to the credit bureaus as 30 days late for my XXXX payment. I have bank records to prove my full XXXX payment was made on XX/XX/XXXX - I have proof I was never late with my mortgage payment yet because their accounting is so unorganized, they applied this payment to principal balance and never to my actual monthly payment. Only AFTER I called to complain on XX/XX/XXXX, did they apply the payments correctly ... AFTER the damage was already done to my credit. Since XX/XX/XXXX, I have been in a monumental fight with Shellpoint for them to retract the negative information they incorrectly reported to the bureaus so I can have my credit score restored. Shellpoint has done nothing to fix THEIR mistake since I called on XX/XX/XXXX.
XX/XX/XXXX spoke to XXXX XXXX who assured me she would correct my payments and that I was not reported to the bureaus.
XX/XX/XXXX received notification from the bureaus that I had in fact been reported as 30 days late XX/XX/XXXX spoke to XXXX, XXXX AND a manager called Ms. XXXX about this issue who assured me I was not late and that Ms. XXXX would send a letter out to the bureaus to have this misinformation corrected.
XX/XX/XXXX Spoke to XXXX XXXX who assured me the letter had gone out XX/XX/XXXX Spoke to XXXX XXXX, a manager, who told me no such letter had ever gone out and that I would need to either dispute the information or send a copy of my credit report to her to prove that there was a late payment reported so Shellpoint could conduct an investigation.
XX/XX/XXXX spoke to XXXX XXXX who told me monthly statements for my account were being sent out and latest one was XX/XX/XXXX. I have never received a monthly statement from Shellpoint and have since reported this to USPS and they are conducting a full investigation.
XX/XX/XXXX spoke to Manager XXXX XXXX who assured me he has escalated this issue to upper management because my account is a complete `` mess '' and he said I should receive a call back within a couple of days. No call ever came.
XX/XX/XXXX spoke to XXXX XXXX XXXX who then transferred me back to XXXX XXXX who again, assured me he had escalated the issue and I will be receiving a call back. no call ever came.
XX/XX/XXXX spoke to XXXX XXXX who told me for Shellpoint to do anything with this complaint, I need to send proof that they have reported me 30 days late on my credit report. I sent that proof to her.
XX/XX/XXXX spoke to XXXX XXXX who then transferred me to another manager called XXXX XXXX who then assured me she has `` escalated '' the issue and it should be resolved today and she would give me a call regardless.
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| 09/14/2020 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Good evening, I am having a problem with my Mortgage Servicer reporting a payment as 30 days late for the month of XX/XX/XXXX. I in fact were not late, and my payment was paid to Shellpoint on XX/XX/XXXX approximately, in which Shellpoint Mortgage themselves acknowledge. The problem is when they received the payment, Shellpoint never applied my payment to my account as a '' mortgage payment '' instead they tried to apply a portion to of my mortgage to some late fee I had no knowledge of, then applied the remaining into and account labeled " unapplied funds ''. I paid the full amount listed as the mortgage payment for the month of XX/XX/XXXX, the full amount showing owed! After I paid my mortgage payment for XX/XX/XXXX, I received a phone call from Shellpoint 's collection department, asking for my XX/XX/XXXX payment, when I explained to their representative, I had just made my XXXX payment, they replied no that was XXXX 's payment. I stated no I also made, XXXX 's payment on XX/XX/XXXX, she ask me to hold while, she tries to find out where my payment went. She came back several minutes later and admitted, that they took part of my payment for a late fee, put rest into unapplied funds, which she stated should not have happened and was extremely apologetic and would correct the problem immediately, Both XXXX and XXXX 's payments applied properly and she explained that all the inaccuracies, with my account and credit bureaus would be corrected in a few days. The only correction that was made, was to hide their error of applying my payment incorrectly, my account and credit were never corrected! I have made several attempts with Shellpoint to have the payment and credit to reflect properly, I get lots of promises, but no results. This has caused me several problems, with my credit card companies raising my rates, because I am a " risk '' now and when I applied for a new car loan, I had to take a much higher interest rate, due to the late payment on my mortgage all of which have cost me thousands of dollars more in interest. Which brings me to the current problem, I have now, because of Shellpoint 's inaccurate reporting on my Mortgage account, I have an insurance check from my Homeowners insurance company, for hail damage to my roof, that written to Shellpoint and Me. Because the estimate was written as the date of loss XX/XX/XXXX, Shellpoint will not endorse the check and allow me to put it in my bank and distribute as I see fit, they want me to endorse it over to Shellpoint, and let them control them control the funds and distribute how they see fit! The person I was speaking with at Shellpoint 's insurance loss department, stated that if my mortgage was reflecting as current for the month of XX/XX/XXXX, I would not have to be on a monitored plan, All that would be required was a legal copy of the check, they would endorse it and allow me to control how the funds are distributed at my leisure. She told me to reach out to their customer service again, to get it corrected, which I did and was told the XXXX Payment would corrected to show as current and the late payment would be removed from my credit, it would all be completed on XX/XX/XXXX. I called Shellpoint today XX/XX/XXXX, nothing has been corrected and I would have to speak to another rep and start a ticket all over again. All of my conversations regarding this are recorded, which they acknowledge every time I speak to them, so they are very aware of this problem and what has been stated.
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| 03/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Homeowner : XXXX XXXX XXXX XXXX : Shellpoint Mortgage Servicing Loan Number : XXXX Property : XXXX XXXX XXXX XXXX MD XXXX I filed for bankruptcy in XXXX after failed attempts on my own for a loan modification. With the help of my bankruptcy lawyer I was able to complete all requested documentation for a loan modification and received a letter dated XX/XX/XXXX ( attached ) agreeing to a trial period.
I made all payments during the trial period XXXX bank payment history attached ). In XX/XX/XXXX, I contacted Shellpoint to inquiry of the status of the permanent modification, I was informed an agent of the bankruptcy attorney ( XXXX XXXX ) contacted Shellpoint the day before ( XX/XX/XXXX ) to request a forebearance. No documentation of this call can be found. No documentation was sent to me or my attorney indicating they were honoring a forebearance request. XXXX accepted all payments from me.
My attorney ( XXXX XXXX XXXX ) was informed the trial payments would not be honored and I would have to apply for a loan modification again. I began the process again and sent all required documentation. In follow up I was told Shellpoint never received my documentation. So I sent the documentation again. Still Shellpoint claims they did not receive. I have forwarded all documentation a total of XXXX XXXX times. From my personal fax machine, from XXXX XXXX XXXX 's fax machine 2 times, from Attorney XXXX 's fax machine, it was mailed and emailed from me and XXXX XXXX to a supervisor 3 times.
At of today XX/XX/XXXX, Shellpoint is not taking calls - every call I've made to Shellpoint I speak with the first representative, today it was XXXX, before being transferred to the bankruptcy department, then I'm on hold for XXXX minutes before they disconnect.
My chapter XXXX bankruptcy will be finalized on XX/XX/XXXX. I have lived in this house for 18 years and now I am looking for a place to rent as a bankruptcy has lowered by credit and I am not eligible to buy another home.
My experience with Shellpoint has been horrible through no fault of my own. Before they were Shellpoint they was XXXX who filed for bankruptcy before that there was another company. Every few years the company files for bankruptcy and changes their name. Throughout all of this somehow in XXXX an FHA loan for # XXXX was opened on my house that I did not know about.
As a result of their company practices I am part of a federal case involving people who called stole mortgage payments under the disguise of being a mortgage fixer Criminal Case # XXXX United States XXXX XXXX et al.
Reference is made to the above-cited criminal case that is pending in the U.S. District Court in XXXX, Virginia. As you are likely aware, you are named as a victim in the case.
I am victim on several fronts not only with this criminal case but with Shellpoint. I filed for bankruptcy not because I have credit bill I could not pay. Because I have a mortgage company that was not working with me. I don't have credit cards, I am Substance Abuse/Mental Health Counselor, I have student loans, I have a car payment, I have the usual life bills ( utilities, medical, internet ) I make {$45000.00} a year and this company and their practices have financially bankrupted me, ruined by credit and have emotionally stressed me to the point of distress.
Anything you can do to bring this company 's business practices to an end and make them follow regulations and not hid under the " debt collector '' status is appreciated.
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| 10/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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We had an approved forbearance on our mortgage from Shellpoint Mortgage that we started at the beginning of the pandemic. We deferred two mortgage payments and paid off the forbearance in XXXX. We started the process to refinance our house to get a better interest rate after paying off the forbearance. The bank ran my credit report to prepare for our closing and Shellpoint reported that we were 60-days delinquent on our mortgage payment. Other than the two months that we deferred, we have never been late with a payment. I called Shellpoint to report the error on Thursday, XXXX XXXX so they could reverse it and requested something electronically in writing stating that they were fixing it because that's what the bank needed to move forward. The representative from Shellpoint told me that it would take 3 - 5 business days to fix and that they would escalate it for me. They refused to send me anything in writing though. I spoke with several different representatives who would not assist me with getting anything in writing. I was disconnected several times, supervisors refused to speak with me and half of their departments only accept emails, not phone calls. I have left voicemails for and sent emails to my Shellpoint representative that have yet to be returned or answered. I have emailed their loan servicing email address several times with no response other than an automated one. I called yesterday ( Wednesday, XXXX XXXX ) and the lady who I spoke with told me that she checked her records and the error was going to be resolved by the end of the day yesterday. I asked her if the bank ran my credit report again on Thursday, if the error would be gone and she said yes. The bank ran my credit report again today ( Thursday, XXXX XXXX ) and the error is still there. I called Shellpoint back again today and explained my situation. The lady told me that their reporting system is two months behind and that the error won't be resolved until XXXX, contradicting what the lady told me yesterday. Again, I asked for something in writing that they were resolving the issue since now the issue wouldn't be resolved until XXXX. She told me that she would transfer me to a supervisor because she couldn't help me. At that point, while I was on hold, I was disconnected. I called back again and spoke with a man, explaining my entire situation ( for at least the tenth time at this point - no exaggeration ). When I asked him to speak with his supervisor, he wouldn't give me a name and number of a supervisor, but said that he would stay on the phone until I was transferred. He put me on hold, but instead of transferring me to the supervisor, he came back on the phone and told me that his supervisor said that I needed to email their loan servicing department and they would send me a letter in the mail. When I asked to speak with the supervisor again, the man said that the supervisor wouldn't speak with me. I am blown away by the lack of customer service from this company and the way that I have been treated. The error on my credit report was their fault and now I am getting conflicting information from them on when it will be resolved. I have never dealt with a more difficult company. No one with any answers will speak with me and no one can send me as much of an email saying that they are trying to resolve it. I have already had to push back my closing once. This is potentially costing me XXXX of XXXX of dollars if my refinance falls through because of their error.
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| 07/17/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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I am unable to refinance my home due to a mortgage gap Shellpoint has created by not properly reporting the payment history from when Shellpoint began servicing the loan.
Shellpoint began servicing my loan on or about XX/XX/XXXX . I was not properly notified of the service transfer and when I attempted to make my payment in XX/XX/XXXX , I was notified that my loan had been transferred to Shellpoint. I then contacted Shellpoint to make my XXXX mortgage payment. The Shellpoint representative I was on the phone with apologized for me not being properly notified and offered to break up my XXXX payment over the following three months as an appeasement for any inconvenience I may have experienced. I agreed.
In an effort to lower my interest rate, I began the refinance process in XX/XX/XXXX . At this point in time, Shellpoint had received four mortgage payments ; XX/XX/XXXX through XX/XX/XXXX . When my credit was pulled as part of the refinance process, I was informed that there is a gap in my mortgage payment history. Shellpoint did not report the DLA ( date of last activity ) correctly to the credit bureaus. As a result, the number of payments listed on my credit report is inaccurate. My credit report is reflecting one less payment then the number of payments that have been paid/received.
I have reached out to Shellpoint numerous times in an effort to explain that inaccurate information reported by Shellpoint is being reflected on my credit report. I have spent hours on the phone with multiple representatives. I have sent written requests to Shellpoint and in direct violation of RESPA, the return written correspondence I received did not include the name and telephone number of an individual employed by, or the office or department of, the servicer who can provide assistance to the borrower. Every time I call Shellpoint to try and resolve the issue, I am told that the department I need to speak with is only available via email. I am told that I can not be transferred, that the department I need to speak with does not have phones. This has compounded an already stressful situation and has made my situation that much more difficult by making it near impossible to resolve and incredibly time consuming since all forms of correspondence with the department that I need to speak with is done via email!
I do not comprehend Shellpoints blatant refusal to correct a mistake on my credit report! I have made and Shellpoint has received a specific number of payments, that number should be reflected on my credit report. If that specific number is not being reported on my credit report, my credit report is inaccurate! By not accurately reporting the number of payments received by adjusting the DLA to XX/XX/XXXX , Shellpoint has created a one month gap in my mortgage history and as a direct result I am unable to obtain a refinance. The negative impact I am experiencing is equivalent to, if not exceeding, the damage that would have been caused by reporting a late payment within the first 60 days of transfer.
I understand that under Section 6 of RESPA Shellpoint is required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. It has been more than 90 business days since this issue was first brought to the attention of Shellpoint with no resolution. As a direct result, my wife and I are experiencing a financial hardship and emotional distress due to Shellpoints refusal to correct its error!
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| 09/02/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan servicing, payments, escrow account
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Web |
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XX/XX/XXXX, we received a letter from SHELLPOINT Mortgage Service, saying our monthly payment would rise nearly {$1300.00}, due to the change in terms outlined in our mortgage documents, this was to happen in XXXX XXXX. We called Shellpoint, and said that these changes were not due until XXXX XXXX, as clearly outlined on the first page of our mortgage. They said they would look into in and get back to us. They never did. I called again two weeks later, and was told the same thing. They never got back.
Yesterday, XXXX XXXX XXXX, I contacted them again. I was told by a woman named XXXX that according the documents they had, we needed to pay the higher fee in XXXX XXXX. She also asked if the loan had been modified ( which it had n't ). She said if the loan had been modified, then the original terms would be null and void. I said it had n't been modified. She said looking her docs it appeared to be modified. I again said it had not. She finally agreed to this. Then she read from a document, and quoting that document she said our terms lasted 9 years from when we signed in XXXX. She referenced a page number, and quoted this information again.
Later that afternoon, I looked over our mortgage in detail, and there was no such information. I called Shellpoint back, and informed them that if XXXX was reading from a mortgage doc that said we had to start paying a higher monthly in XXXX XXXX, instead of XXXX, they had fraudulent documents, and someone had altered our mortgage and committed a crime.
This sprung them into action. Instead of ignoring me, I was told several supervisors and people in the loan department were looking over the situation. 20 minutes later they corrected the error, and said we were right, that we did n't have to pay a higher monthly until XXXX XXXX.
I then brought up my concerns with supervisor XXXX XXXX. I said I would like to see the document XXXX was quoting from. XXXX XXXX said it was human error, that she had misread the information, thinking that 120 months was 9 years. I said that she quoted more than once, and referenced a page number, that said " 9 years. '' XXXX XXXX said to forget it, and that he solved my problem in one day. I pointed out that it did n't take a day, we started trying to get this solved in XXXX. He again said it was over. I said I wanted him to send me the document XXXX was quoting from. He again said just to forget about it. I asked that he email me the new rate information by email, which he promised to do, and has not though I contacted him twice.
Here are my concerns : 1 ) Shellpoint is engaged in deceptive practices. They did not address our concerns, even when we quoted them our mortgage. Their response was " Our information is correct. '' 2 ) It might be that Shellpoint did, in fact, alter documents, in the hope that we would believe them. Or they were just lying. In any case, they did n't not take our concerns seriously, until it was pointed out that what they were quoting to me, if that was on their documents, was fraud.
As I pointed out above, XXXX quoted from a page she was reading.
3 ) Once they were proven to be in error, XXXX XXXX did everything possible to end the conversation, and get me to forget what had happened. He would not co-operate with me in finding out what document XXXX was reading.
4 ) It is clear Shellpoint is a company operating on the thin edges of legitimacy. A XXXX search reveals similar complaints where Shellponit was deceptive, rude, and dishonest.
|
| 09/07/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
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In XXXX we built a home XXXX at the height of the housing market. We had {$500000.00} equity in our home with a loan XXXX at 6.625 %. In XXXX we had a medical situation which put my husband out of work for 6 months and without an income for 9 months. We used a large portion of our retirement fund and took a loan on our retirement until he was able to return to work. We tried at that time to refinance our loan XXXX, but were told we could not for 2 reasons : 1. we had not missed a payment and every month we were paying more toward the principal, and 2. we no longer had equity in our home. Our initial appraisal XX/XX/XXXX and XX/XX/XXXX it had dropped XXXX. Nonetheless we continued to pay our mortgage and tried to refinance XXXX and again XXXX, only to be told that we do not have equity and were not able to refinance. XX/XX/XXXX my husbands partnership of 15 years ended and he was now unemployed. Without an income, XXXX children in college and XXXX graduating high school entering college, and an uncertain future in terms of employment we again contacted XXXX, since we were not able to refinance our loan we stopped paying on our mortgage. That 's when XXXX started with the requests to remodify our loan, we submitted the requested information starting in XXXX XXXX and by XXXX XXXX XXXX gave us an appraisal on our home of {$600000.00} and XX/XX/XXXX appraised it at {$670000.00}. Clearly showing our home was under water. XX/XX/XXXX, after working with XXXX " representatives '' and writing to XXXX XXXX XXXX 's office, XXXX turned our mortgage over to Shellpoint Mortgaging. We have had XXXX " representatives '' with Shellpoint, with each new rep we are asked to submit more financial information. In XXXX XXXX XXXX XXXX of Shellpoint, our rep at that time, encouraged us to get an appraisal or a Broker 's Analysis, if we still felt our home was underwater. At that time Shellpoint 's bank XXXX had an appraisal valuing our home XXXX. We questioned the XXXX difference in appraisals from XX/XX/XXXX and XX/XX/XXXX just 6 months prior, and found that Bank XXXX used comps outside of the XXXX mile radius parameter dictated by the new rules of appraisals. Our Broker 's Analysis showed our home b/w $ XXXX and $ XXXX. Shellpoint did not respond to this analysis, we were reassigned a different " rep '' and we again resubmitted our financial information for the loan remodification packet. Shellpoint has an appraisal of of XXXX XXXX, XXXX appraising our home at $ XXXX also showing our home is upside down. We have requested for a copy of this appraisal several times and they have not sent it as of this email. XX/XX/XXXX my husband and I started a XXXX in XXXX XXXX, NC. Earlier this year we were able to secure a loan to expand XXXX and move it to a larger facility XXXX NC. XXXX XXXX Bank is our lender for the practice and has been amazing to work with, and had complete understanding of our home mortgage situation. Our business is growing, we continue to maintain our home, pay insurance and taxes and we still continue to submit our financial information. We have been asking for a fair interest rate as is dictated by today 's housing market and lower interest rate since XXXX and are at a loss as to why this has been so difficult to achieve. Our initial loan was given easily, but now that we are in a difficult personal situation and coming out of it, the banks are not willing to help, even after we the people bailed the banks out of their financial mess.
|
| 07/25/2023 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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I am a XXXX XXXX XXXXXXXX XXXX veteran who bought my home with a VA loan serviced by New Rez dba Shellpoint. I am contacting you because I am extremely frustrated at the lack of communication by my servicer and feel that I am on a path to foreclosure because of this situation. I am a first time homebuyer and extremely grateful that the VA gave me the financing so I could purchase this manufactured home. However, a few months after the loan closed my family was impacted by Covid and a number of unexpected financial problems such as benefit garnishment and unexpected damage to my home. I tried to discuss this situation with the New Rez agents to explain what was going on but could never get a straight answer or any type of follow up. I do not have an assigned point of contact and have never received a returned phone call despite 22 different voice mail messages to their office. Their agents seem robotic and can never give me a straight answer. It is beyond frustrating and I am just trying to find a way to fix this matter with my servicer so that I can get back on track with my mortgage payments. I am concerned and looking for some help to get New Rez to work with me and follow VA loan guidelines.
I served my country proudly in the XXXX for six years. Unfortunately I suffer from XXXX and was deemed XXXX XXXX XXXXXXXX and unemployable in XXXX. I was able to purchase my home in early XXXX but not long after I closed on the loan my family was impacted by XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX and had no one to take care of him so I had to travel back to help and after he passed I had to cover some of the funeral expenses. In that same month my daughter was sick with XXXX as well and then was a victim of XXXX XXXX and I had to help her out to get her into a safe situation. This took a huge chunk out of my income and the little bit I had put aside. Next I found out that due to an error the VA was garnishing my benefit which is a situation I am working on.
The situation was made worse when I discovered that there are major problems with the foundation for my manufactured home and that there are repairs that need to be done. All of these issues added up and I found myself in a difficult place financially. I began contacting New Rez in XX/XX/XXXX to find out what options may be available to help me because I was not sure I would be able to make the next month 's payment. I talked to an agent XXXX who said I may qualify for a forbearance and they would get back to me. I would see that New Rez called me but they never left a message. When I would call to speak with her or someone else I would always get a recording. I also researched the emails for New Rez staff and sent out inquiries via email and no one responded. I spoke to another agent who had no idea what was going on but said that the VA does not allow for late payments to be deferred but told me I could apply for a loan modification. She told me they would send out paperwork, and it has been two months and dozens of phone calls and emails and still no package. I spoke to XXXX who said he was having the supervisor look into my case and they would call me back. This never happened. I don't know if I have a forbearance plan, I have not received any confirmation or any notifications.
At this time I am in limbo with New Rez and about {$6000.00} behind in missed payments. My hardship will be resolved and I can resume making payments in XXXX but need the lender to work with me.
|
| 04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
Around XX/XX/XXXX, Shellpoint Mortgage Services increased our mortgage payments that we were already struggling with by XXXX a month to XXXX without telling us. We only found out when the resulting arrears prevented us using the online payment system. We were given numerous 'assigned points of contact ' but they mostly didn't return calls or told us there was nothing they could do about the situation. They only avenue open to us was to pay all the outstanding amount to move forward, and the longer things went on the greater the outstanding amount became. In XX/XX/XXXX Shellpoint returned a mortgage check I sent, ensuring that our arrears continued to increase and eventually led to a foreclosure date being set. With help from XXXX XXXX XXXX the foreclosure was avoided, and Shellpoint agreed to a mortgage modification in XX/XX/XXXX. They have since employed delay tactics to prevent the modification being completed, sending conflicting and confusing information about the modification and taking 3-5 days to respond to our questions. We received a letter dated XX/XX/XXXX stating that we were approved to enter a loan modification trial period for three months starting on XX/XX/XXXX with monthly payments of XXXX. We then received a letter dated XX/XX/XXXX stating that the actual loan modification would start on XX/XX/XXXX with monthly payments of XXXX. I called in about the two different actions both starting on XX/XX/XXXX with very different payment amounts. You'll recall that our big fall into arrears started when our monthly payments were increased to XXXX and now they 'rescue ' plan had us paying either XXXX or XXXX. The payments proposed in the modification were set to ensure we would fail, which is in line with the predatory activity that started in XX/XX/XXXX. We didn't get a response to our questions until XX/XX/XXXX.The last foreclosure date we were given at the time was XX/XX/XXXX and we were told that the sale was on hold pending the completion of the modification. The house is still listed as being foreclosed because I get calls from foreclosure prevention specialists and people wanting to buy the house every day. On XX/XX/XXXX we received a revised foreclosure date of XX/XX/XXXX. On XX/XX/XXXX, the signed and notarized modification documents were received by Shellpoint. On XX/XX/XXXX we were told that a signature was missing. We asked for a copy of the document that was missing a signature and were told they couldn't provide it and instead a new set of documents would be sent to us. We started getting letters chasing us for the completed modification documents that we'd sent in a week earlier. The replacement documents didn't arrive until XX/XX/XXXX and had my middle name spelt incorrectly. We signed the documents are called Shellpoint about the middle name spelling mistake. Shellpoint said that all the mortgage documents had the same incorrectly spelt name, and I should go ahead and sign using the incorrectly spelt name. I pointed out that I never sign using my middle name, my passport and driving license only has first and last names with my middle initial. They repeated that I should sign the loan modification using the incorrectly spelt middle name. I pointed out that the documents had already been signed using our usual signatures which did not include our middle names and they said they'd need to send another set of documents but couldn't say when they would arrive. That's when I decided to contact the CFPB.
|
| 05/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
In XX/XX/XXXX I asked to have a loan deferral with Shellpoint, Newrez and was finally approved until XX/XX/XXXX for a payment. In between that time I looked for assistance to help pay the loan and I found it with a state agency in my state of Nebraska ( NHAF ) a program that assist customers with a mortgage payments due to Covid 19 issues. I was eligible. They sent a combined payment to catch me up with the behind payments of approximately {$1200.00} dollars, Shellpoint sent the funds back stating that my insurance and property taxes were also behind. The state agency NHAF had paid the property taxes also and I had switched to a new homeowners property insurance which never lapsed but the new info didn't updated to the spec of Shellpoint. So, that was Shellpoints excuse to return and demand that an Escrow be setup on the account. Going forward the third party whom they agreed to receive payments from has been paying every month to Shellpoint but Shellpoint takes a long time in getting the payment posted to the account even though it gets received by their office, if they wanted it to go a specific person/area they could have told the third party who has copy of my invoice going to them and one that Shellpoint has been sending them now. I told Shellpoint that I would be paying my property taxes for the first of 2023 year before the due date of the taxes with my income taxes which I did and sent them proof of payment but by then Shellpoint mail a payment that did not get to the property tax office until after my payment was made so my taxes are paid up for the full year. Which if I want to sell my home I will now have a problem with overpaying either Shellpoint and them having a account setup charging interest which they are now because the escrow that they setup for the payment did not have enough money for them to draw funds to make the payment to the property taxes. So now I am told I have a deferred charge on my mortgage account, which will not reflect correctly a payoff balance to do a closing once I do try to sell.
This means they have been getting more from the third party then is needed also. They sent me a letter saying if I did not want an Escrow that I could send a letter stating this fact with my signature. I did do that and then they declined to do so because they said my payments for mortgage and the property were late and they had to pay for them which, this was actually the first time that I was able to verify that a payment was received from them to my property tax department for my taxes.
They had claimed they made a payment on my second half of last year 's property tax but it was researched by the tax department of the county assessor 's office and the payment was not received from Shellpoint last year just only for this year. Last year the second half of year property tax was paid for by the third party NHAF which the tax department verified. Shellpoint has also stated on a 1099 that they paid this but can'f send me the proof so they are taken credit for something that they did not do on a tax statement. They have also made negative remarks on my credit report by stating my mortgage payments of being late when they approved the deferral and it states that it would not reflect on my credit report and since they have refused the bundle payment from the third party NHAF to catch payment up back in XX/XX/XXXX that was just to justify that I the payment was later than the XX/XX/XXXX date of deferral.
|
| 03/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I received my permanent modification from Shellpoint Mortgage on XX/XX/XXXX and before I could being to make my first payment, we had a severe Hurricane named Irma and our State ( Florida ) was declared a Federal Disaster Area and due to the Hurricane, many jobs & businesses were closed for many days including my job. The Governor XXXX XXXX announced on National TV that anyone with a Mortgage could receive a deferment up to a year and the payments will be put to the back of the Loan. He also announced that many Creditors/Auto Loans/Credit Cards, etc could defer payments on bills but the Debtor had to call their Creditors and request it. All my credit card companies sent me letters to defer the payments if I needed too without any penalty or interest charges. Being that I sustained damages on my property due to the Hurricane and not able to claim on my Homeowners Insurance because of a very high deductible, I called Shellpoint Mortgage to request 3 months of forbearance and was approved and told that those payments would be added to the back of the Loan. I received the letter dated XX/XX/XXXX approving the forbearance with dates & amounts of the loan from Shellpoint Mortgage. No where in the letter did it mention that the 3 months of forbearance would be due in full in XX/XX/XXXX. In XX/XX/XXXX, I received my Mortgage Statement to my surprise it stated that on XX/XX/XXXX Shellpoint Mortgage hired an Attorney and charged me {$250.00} for Attorney fees, Filing Cost {$250.00} and FC Cost {$250.00} and claims that I am Delinquent on my mortgage payments for XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX which were the months of the forbearance period and they would begin Foreclosure process. I then called Shellpoint Mortgage in regard to this statement and was told that they were sorry for the mistake and would reverse the charges and also they were sorry for the Customer Service Specialist for giving me the incorrect information about the forbearance and I would have to pay the 3 months of forbearance on XX/XX/XXXX. I informed them that I did not have the monies to pay the 3 months of forbearance due to fixing my property damages from the Hurricane. Shellpoint Mortgage told me that the only solution would be a Repayment Loan for the 3 months payable within 12 months. I asked them about deferring the payments to the back of the Loan, and the answer was " No '', so they are in the process of trying to commit me to a Repayment Loan of an additional {$400.00} per month to the current mortgage payment of {$2200.00} payable within 12 months. On XX/XX/XXXX, I saw on the local news station XXXX XXXX, Help Me XXXX, about a person with the same situation as myself and asked if it was lawful of the banks to make us pay back the forbearance payments that occurred because of a Hurricane and being declared a Federal Disaster Area the investigation was found that the Law requires Banks to Defer the payments to the back of the loan if the state was declared a Federal Disaster area, which in our case it was. I therefore contacted Shellpoint Mortgage about the Investigation on National TV and my Specialist sent me an email on XX/XX/XXXX directing me to write a letter to the Escalation Department in reference to my area being declared a Federal Disaster Area and my 3 defered mortgage payments to be placed on the back of the Loan instead of a Repayment Plan. I am currently in the process of the request with Shellpoint Mortgage Escalation Department.
|
| 03/08/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Since XXXX, we have reached out to New Rez/Shellpoint regarding ways to assist with payments due to hardship. We have multiple correspondence with loan representatives, but no one informed us our options. Letters were sent daily, via certified and regular mail to both loan recipients, regarding past due amounts, which we were well aware of. We were offered a forbearance plan as the 1st option when we were just a little bit past due instead of loan modification or other options. It is after speaking to a specialist in loss mitigation from a different provider that we were told that forbearance is usually the last resort and that modification should have been offered. Our loan could have been brought to current long time prior had this information been provided. We kept receiving general correspondence regarding HUD but no other details. Two and a half months into the forbearance plan, which is for 3 months, we were informed of the loan modification and we applied. About 3 weeks or so later we were denied due to debt to income ratio. Our income was deemed too low based on the monthly expenses since we had a loss of income in the home. Wouldnt someone who had a reduction in household income need assistance and possible reduction in payments like a refinance more than someone that has more income? No I guess not because thats not how they see it so we were denied. They sent a denial letter on XX/XX/17 and we spoke to more loan representatives after that regarding past due amounts and the denial and how we can proceed from here. Eventually after getting no where with the assigned point of contact and other reps, I decided to withdraw money from my 401K to cover the past due amount. No one ever advised me of this. We were told to sell things in our home and sell other assets like our car ( how would we get to work in order to pay the mortgage? ). So ridiculous.
I had a 11-business day waiting period to pull the loan from my bank IRA in order to use the money. During that waiting period, we received a letter from an attorneys office regarding the total amount of the loan and that we need to pay it due to foreclosure proceeding. We called Shellpoint and spoke with a loan representative who informed me that the house is not foreclosed but that they had started the foreclosure proceedings to get a lawyer and those were legal fees of over {$300.00} that was due on top of that past due amount as well of over {$12000.00}. Not once did we ever receive correspondence that house would be foreclosed. The notifications we did receive mentioned that if the $ 12,000+ payment wasnt received by 45 days which would be sometime in XXXX and this is XXXX, that they would proceed with foreclosure. So, Shellpoint went against their word and started proceedings. I paid the past due amount without the legal fees since those arent valid fees. I was then told by a loan representative on our case that once our financial situation got better, we could apply for a loan modification again and it should be better.
We kept getting harassing calls saying our loan is past due & tell us we owe legal fees for foreclosure. They were sending 6-12 letters at once. most of them which I returned.
Now its XXXX & applying and told that we dont qualify for loan modification program because FHA loan doesnt qualify for loan modification and our account is in good standing. According to HUD website, there is an FHA Home Affordable Modification Program.
|
| 01/26/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I'll include below the text of the letter I sent to the mortgage service just today, letting them know I was starting a complaint with you.
XXXX XXXX XXXX XXXX XXXX Place XXXX XXXX XXXX, SC XXXX By Certified Mail Reference # : XXXX Hello : I am disappointed and frustrated with the way my mortgage transfer is being handled.
1. You have the audacity to send me notice of you as a professional debt collector and that the letter you sent is an attempt to collect a debt and any information obtained will be used for that purpose. You send this after you and XXXX have mismanaged the purchase and transfer of my loan. You send me this threatening letter after being my loan servicer for less than 60 days! I have been a mortgage-holder in good standing for more than three years and have had no problems until you took over 2. I will be sending a copy of this letter to the Consumer Financial Protection Bureau, my attorney, the VA, and my congressional representative.
3. The attachment inserted here shows my attempt to contact you about the many problems with your handling of the loan in the short time youve managed it. You have sent me YOUR accountings of my payments over the last XXXX years that do not match the current information on the XXXX website.
4. I will send no further mortgage payments unless and until the errors are resolved and will take legal action if you report this dispute to credit bureaus in error. I will attempt to collect consequential damages as well as direct damage.
5. I have tried to work this out in good faith with you and the former mortgage holder but have been essentially ignored in that you have delayed your response, saying you needed time to work it out, and then sending a letter dated XX/XX/XXXX that I didnt receive until yesterday, XX/XX/XXXX.
6. Ive sent numerous emails from within your website. I will no longer use this means of communication as I mistrust your management of these communications. I have no copy of these and I request that you do not destroy these communications.
7. In your letter, you state that you are mailing statements to me. I have yet to receive one from you. As a courtesy, I sent a payment for the XX/XX/XXXX payment 8. You say I am overdue for my XX/XX/XXXX payment. The payment to XXXX is documented below. I never received a statement/invoice from XXXX XXXX ( as promised when the loan was transferred ) for the XX/XX/XXXX payment so I expect that the XXXX payment ( which I DID receive ) would be transferred to you.
XXXX XXXX XXXX Pay From XXXX Amount {$3500.00} Withdraw On XX/XX/XXXX XX/XX/XXXX Category Mortgage ELECTRONIC PROCESSED XXXX Confirmation XXXX 9. I never received a XX/XX/XXXX invoice. I paid it as a courtesy based on a statement I found on my online account with you, but that statement/invoice did not show on my account until XX/XX/XXXX.
10. You state in your letter that invoices/statements are mailed on or around the XXXX of each month. I have yet to receive a XX/XX/XXXX statement/invoice. Unless I receive a statement by mail or by email, I will NOT pay the XX/XX/XXXX amount due.
11. Unless you want to wade through all these complications for weeks or months to come, I suggest you make my account {$90.00} in my favor as of today, after which I will make the XXXX payment and all subsequent payments. This will be the simplest solution. You MUST get the XX/XX/XXXX payment from XXXX. They cashed the check as noted above.
Sincerely,
|
| 03/03/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
Around XXXX XXXX I applied for a Loan Modification. The Loan Modification was denied. Then, XXXX Loan was transferred to Shellpoint Mortgage. In XXXX loan modification submitted to Shellpoint and denied. XXXX XXXX, I applied once again for a loan modification with Shellpoint and although it took months for a decision to be reached the outcome was successful and I was approved for a Trial Modification.
XXXX XXXX, XXXX, Ireceived the Trial Modification Approval letter. client accepted approval contacted Shellpoint Mortgage to set up payments to be automatically deducted from my bank account because I did not want to miss any payments and wanted to ensure payment was being posted on time.
XXXX XXXX, XXXX first trial payment was processed by Shellpoint Mortgage Then XXXX XXXX, XXXX I received a letter from Shellpoint informing me that the loan is being transferred back to XXXX XXXX XXXX effective XXXX XXXX, XXXX. Per correspondence I was instructed to continue the trial payment to B of A. On XXXX XXXX, XXXX I contacted Shellpoint Mortgage to ask how is the trial modification going to work now because I signed up for automated payments to be processed from my bank. I was informed the payments would continue to be processed and posted to the account regardless of who is servicing the loan. On XXXX XXXX, XXXX second trial payment payment was processed by Shellpoint Mortgage. On XXXX XXXX, XXXX, a third and final trial modification payment was processed. On XXXX XXXX, XXXX I received a letter about Escrow Shortage and escrow payment going up to {$260.00}. However the statement stated the payment amount is : {$3400.00}, when the trial payment is : {$2300.00} + the shortage which is an additional {$12.00} to the escrow portion totaling to : {$2300.00}. On XXXX XXXX, XXXX up to this date, Ihas contacted XXXX XXXX XXXX to check status on the permanent loan modification documents. XXXX XXXX XXXX is claiming to be unaware of an approval and are asking me resubmit the file. While in this conversations with XXXX XXXX XXXX I have been asked when I am going to bring the account current? I informed XXXX XXXX XXXX the payments are being deducted, the Trial Modification amount and I sent proof of that to XXXX XXXX XXXXXXXX insists the Trial Modification correspondence was not received, and that I am past due and that I can re-apply. I already completed the trial modification and the trial payments have continued to be made up to date, yet XXXX XXXX XXXX is claiming account is past due and that I can apply for a modification. XXXX XXXX XXXX informed me that they can not send me permanent modification documents when I have n't applied for a modification.
The loan went from XXXX to Shellpoint Mortgage. Then the loan was removed from Shellpoint Mortgage and back to XXXX XXXX XXXX. It is not my clients fault that there is miscommunication in between XXXX XXXX XXXX and Shellpoint. I sent XXXX XXXX XXXX the correspondence from Shellpoint about the approval and all XXXX XXXX XXXX continues to do is state that I need to re-apply and they are not acknowledging the modification. This entire matter has caused severe anxiety to my family. I am a highly decorated Veteran, I suffered enough mentally, emotionally, and physically. It is enough that my career came to an end due to an injury in the field but now my pride is because I was given an approval I paid the XXXX installments and these XXXX companies refuse to help me. Please help.
|
| 08/18/2023 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
On XX/XX/XXXX, I filed a CFPB Complaint XXXX.
I filed also against XXXX XXXX XXXX XXXX, to the XXXX and to CFPB presently with OPEN Pending Case.
This is Identity Theft and a Response came from Shellpoint related to CFPB Complaint ending XXXX. That required and requested and provided specific documents relating to IDENTITY THEFT and AFFIDAVITS to be notarized/by XXXX under oath and provide back. Those items are here Attached. The Affidavit of Non-Responsibility ; Signed XX/XX/XXXX Attached within this Complaint under oath. Affidavit : Identity Theft XX/XX/XXXX Signed under OATH with XXXX/Notary. And also required Maturity Date recorded : XXXX called due the Maturity Date XX/XX/XXXX. That this is recorded in the XXXX at XXXX XXXX XXXX And as such, the " Attorneys aiding IDENTITY Theft '' to further advance a Grand Theft of Real Property XXXX XXXX XXXX CA have misidentified, and RE-AGED a contract that is by binding provisions Section 22 of the 2006 Referenced Deed of Trust, " XXXX '' where this was already Time Barred, and Closed, and no debt is enforceable and any rights to Power of Sale were Abandoned as a result of recorded last due ; over ten years and Maturity DATE RECORDED is XX/XX/XXXX.
That Attorneys are using and Transferring to new Attorneys to re-AGE false claims False Debt/and FALSE Laws by OMITTING facts ; OMITTING that no contractual right remains.
XXXX aka XXXX XXXX already ADMITTED TO CFPB that this was prior Accelerated in XXXX, OMITTING that this was never decelerated and was Accelerated XX/XX/XXXX.
XXXX XXXX XXXX admitted to the CFPB in XXXX that the debt was time barred.
XXXX misidentified and used my IDENTITY to make false RE-AGING DEBT/and RE-AGING contracts that were CLOSED. There has been no Litigation tolling. That over 16 years ago the DEBT/and DEED WAS called Due. That " Attorneys '' are using False debt claimed due again/and that too was discharged XX/XX/XXXX. And another 8 years ran again. My Identity has been used for making up false claims and Attorneys are being used to AID and advance a Real Property theft by the false and contrary contracts being presented and changed to appear due again. I have no debt obligation and never reaffirmed. That this is a DEBT COLLECTION and is believed to be instigated by Attorneys AIDING GRAND THEFT and AGGRAVATED Identity Theft - using my Personal Information to transfer between " Attorneys '' XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; and XXXX : and other Attorneys EACH advance the Identity theft as described under State Civil Code 1798. and Penal Code 530.5 ; and under Federal laws '' 18 U.S.C . 1028. I am a victim of Identity Theft and have attached the documents for your review and investigation. I filed Police Report for IDENTITY THEFT ; " named Shellpoint '' as debt claimed owed, and identified and was informed this was a FEDERAL Homeland Security investigation. That here is attached those items requested by one of your Attorneys hired to " Respond '' and whom asked to provide and fill out the IDENTITY THEFT Affidavits.
I have become a victim of such EXTREME TERRORIZING Identity Theft, and other strangers have been invading on me as well, and found guilty of Federal Crimes of using Fraudulent Documents recorded against the Real Property : XXXX XXXX. And then this pattern continues and repeats. I have been a victim far too long. My life is hijacked.
I'm a XXXX to this FAKE Debt obligation and my property is being target of theft.
|
| 06/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
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Reason for perusing refinance : I received a refinance summary from NewRez by mail for a FHA Streamline refinance for the balance I owned on my house {>= $1,000,000}. ( NewRez current financial company ) Monthly payment of 2.875 %, for a remaining term of 26 year, 3 Months.
Background : When I started the conversation with the 1st Loan Officer, XXXX XXXX, I made it clear that I did not want to pay closing cost greater than {$5000.00}. I made it clear that I was looking for a interest 0.75 % less than what I was paying if I were to persue a conventional loan because the FHA Streamline refinance required no closing cost and only required me to pay the balance owed.
1 of 2 issues XX/XX/2020 : The first loan officer, XXXX XXXX, told me I could refinance on a conventional loan with no closing cost. By phone he offered me a 25 year loan, monthly payment of {$2700.00} for the amount owned on the house. When I received the loan application the amount to finance was {$400000.00}. I did not sign anything because the amount was {$17000.00} more than what I owed on the house. XXXX apologized for the miss understanding and thought that I was only concerned with having to bring funding to the table. I expressed in a professional manner how disappointed I was with the miss accurate information provided. I told him I would rather do the FHA Streamline if I had to pay closing cost. He told me he needed to check with FHA on some things and would have to talk to me on the next business day XX/XX/2020. When I did talk with XXXX on XX/XX/2020 he apologized for his inexperience as a new loan officer. He recommended that I work with a more experience loan officer, XXXX XXXX ( XXXX ) XXXX.
2 of 2 issues XX/XX/2020 : The second loan officer, XXXX XXXX ( XXXX ) XXXX and I had a length conversation. During a recorded conversation, we agreed to a 20 conventional year loan, fixed interest rate of 2.875 %, amount financed {$390000.00} ( included all closing cost ), for 20 years conventional loan, no appraisal required, monthly payment of {$2800.00} ( including taxes, principle, interest, no hidden fee, no PMI ).
XXXX XXXX told me he would send me the updated application for signature. When I received the loan application the numbers in it were exactly same as the numbers provided in the application provided by XXXX for {$400000.00}. I explained this to XXXX, and he told me to trust him and sign the document. He also said the information would be updated the next day. He said he needed me to sign the application to lock in the rates agreed to on the phone. The loan application needed to be signed to start the process. He was not able to make the change at this time ( given time of day ) becuase the and because it was late he could not get the update before XXXX XXXX ( departure time ). When I told XXXX that I would not sign without the information being the same as we agreed he told me that I could be missing out on the interest rate he provided me. I said the interest rate he said on the phone and what he provided me in the loan application was not the same. If I wouldn't sign the application with an amount to be finance of XXXX why would I sign the exact same application with the same amount to be finance the next day. XXXX was untruthful and told me to trust him. I told him the conversation was being recorded and that he was dishonest. I pulled my credit because the deal seems excellent and the company was very dishonest.
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| 02/22/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
Older American |
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We are asking for Cash for Keys and moving expenses due to this foreclosure. We were never offered to sign a Deed in Lieu of Foreclosure by Shellpoint. We were told that it was offered to us during XXXX of XXXX via certified mail. We never received this offer by certified mail. If we had received it we would have signed it right away.
I was told by a Shellpoint Manager, XXXX XXXX that this letter was never issued. When we called Shellpoint, XXXX XXXX on the week of XX/XX/XXXX, she lied to on this phone conversation about this letter. She transferred us to XXXX XXXX for more help. He stated that there were processes he could do to make us eligible for Cash for Keys and moving expenses and would get back to us that night. He scheduled a call at XXXX MST to explain with us when XXXX was available to listen. He never called and when we called him back, we were told by XXXX of Shellpoint that he had left your phonebank. Another lie.
Our background with Shellpoint is that we never trusted them. Since we were granted Chapter XXXX bankruptcy in XXXX, which included this property, we still made every payment until XX/XX/XXXX. On the advice of our lawyer, who told us we were in dire straits, we needed to have the property foreclosed on. The property was tax appraised at {$420000.00} but during that period of 3 years we could not get any offers at all for a minimum of {$340000.00}. XXXX was laid off twice during that period and could not find employment that provided enough compensation to support the mortgage payment which had doubled at that time within a year. After we left the property on XX/XX/XXXX our lawyer, XXXX XXXX, XXXX, RI accepted {$1000.00} to work on our behalf to get the property foreclosed ASAP. He told us not to short sale it.
This is when the harassing phone calls started from Shellpoint. My wife would receive up to 4 to 6 calls a day from their phone bank. She always asked that these calls be recorded before she would explain this long frustrating story to them. XXXX tried to tell the Shellpoint clerks what we wanted, but they only insisted on getting us back into the house. They would not listen to us and refused to let us speak with a decision maker at Shellpoint. These calls went on for 6 years all with the same results. Shellpoint 's clerks were and still are unprofessional and uninformed about the mortgage servicing business.
My wife received so many calls on her company phone that she lost her $ XXXX job due to it. She also has developed a XXXX XXXX due to this stress as the calls continued on our home landline up 3 to 4 times a day at all hours.
Why did Shellpoint not try to communicate with us in a professional manner, via phone, Email or mail, as soon as you knew in XXXX that we wanted the property foreclosed? Why were we not offered the option of signing the Deed in Lieu of foreclosure? Why when we initiated contact with your phonebank they would not listen to us and only insisted that we get back into the house?
We understand that the foreclosure will occur on XX/XX/XXXX so our options are limited with the investor deed holder. We are asking that Shellpoint compensate us due the mishandling and lies about our account during the past 6 years. Shellpoint has made life unbearable for us the past 6 years. We have struggled to get credit and have had difficulty leasing a car and getting an apartment to rent because of Shellpoint punishing us for our bankruptcy in XXXX.
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| 07/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I contacted NewRez/Shellpoint in XX/XX/2019 to order a reappraisal of my home so that I could pay down the principal to an LTV of 80 % or whatever value was required to remove PMI. After many repeat efforts and phone calls to gain visibility into their process ( i.e. what is the next step, when can I expect it to occur ) I eventually got them to send an appraiser of their choosing to my property in XXXX XXXX, MA. The appraiser and I coordinated. I paid his fee and he performed his appraisal on XX/XX/XXXX. He told me that he submitted the appraisal to Shellpoint/NewRez the same day as access to my property. I called NewRez/Shellpoint and they said I should get a letter in the mail in 7-10 business days. After about 3 weeks I received nothing, so I called NewRez/Shellpoint and as usual the person I spoke with on the phone had absolutely no ability to field my call. I asked to speak with a supervisor and she told me that the " case '' was closed as they had not received the appraisal report. I told her that I have a text from the appraiser saying it was submitted on XX/XX/XXXX, and already paid him. She told me she would re-open the request and that I should hear something in 7-10 business days. 2 weeks later after hearing nothing ( which I had come to expect ) and getting nothing in the mail, I called again and the woman who assisted me ( finally someone competent ) told me to reach out to the appraiser again and provided me the fax and email information for the appraiser to re-send the information to. I texted the appraiser this information, and the associate from Shellpoint/NewRez put in a request with her PMI department to look into the issue and reach out to the appraiser. I have called between 10-15 times or more to simply get my home re-appraised.
It should not be this difficult to pay down my debt so that I can stop wasting money on PMI. It should also not take 5 months to fulfill this request. Beyond that, NewRez/Shellpoint appears to have a policy of delaying any request for as long as possible. I asked the competent associate I spoke with about when I can expect to hear back about the escalated case to the PMI department ... she said I might get an email in 7-10 business days ( every associate has said this of every request I've made since XXXX and they never reach out, except for once I got a letter for initiation of re-appraisal after 45 business days. 45! That is 9 weeks to process a simple request. ) but then said I should probably just call back in 2 weeks because she knew as well as I did that they never, ever actually take initiative to make anything easy on a mortgager such as reach out.
So I am currently begging the appraiser that NewRez/Shellpoint selected ( whom they have leverage over since they provide him business. I have no leverage and he already has my money from performing the appraisal ) to re-send the information that he's told me he already sent a month ago. This feels like the company is intentionally resisting allowing me to pay down my loan to remove PMI. This is an unfair practice that keeps a hard-working, frugal person from keeping his hard-earned money away from a massive mortgage machine that does all it can to siphon wealth from it's " customers, '' little by little. Their management should be absolutely ashamed, and an investigation should be launched in to just how much associates are trained to prevent anything that would save a consumer some money.
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| 07/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, this is the third complaint I have had to make to the CFPB regarding the handling of my Escrow Account by our servicer, NewRez. I have attempted to work this out with the company numerous times, however they only seem to respond to a CFPB complaint. My first complaints are CFPB Complaint Number XXXX. At the time it wass determined that there was a missed payment from our hazard insurance company which caused a shortage in my escrow account. I spent the next 12 months paying additional payments to make up for that shortage. However, once again in XXXX my Escrow account showed a " shortage ''. NewRez never responded to my numerous attempts to contact them about this which led to the second complaint regarding this issue - CFPB Complaint Number XXXX. This time the response from NewRez ( again, they only responded after receiving another CFPB complaint ) was the shortage was due to a miscalculation of my Hazard Insurance premiums. As a result of their response, I performed my own audit of my Escrow account as per the analysis they provided. I came up with inconsistencies between what they reported and what actually happened. I responded via email to the email address provided in their response ( XXXX ) on XX/XX/XXXX to attempt to discuss my findings. I am including a scan of this email for your review.
NewRez has now claimed that this is not an increase this year but a carryover from a previous year 's oversight. However, the math does not add up. As per my first complaint, there was a shortage of {$3200.00}. The missing check from my Hazard Insurance company was eventually credited to my Escrow account on XX/XX/XXXX in the amount of {$1500.00}. That would leave a difference of {$2000.00}. That amount spread across 12 months should have been {$170.00}. My original Mortgage payment was {$2200.00}, and with the additional shortage should have been {$2400.00}. My actual payment for 12 months effective XXXX of XXXX was {$2400.00}. The shortage that occurred was for {$18.00} per month, for a total of {$220.00} spread out across all 12 month payments. This is drastically less than the {$2000.00} they claim is owed.
Furthermore, in addition to the contradictory response ( on one hand they are saying that the shortage was a carryover from a previouys year, and the other hand they are telling me the shortage is due to an incporrect amount being paid to my hazard insurance company. ) In reality, NewRez OVERPAID my Hazard insurance, resulting in XXXX XXXX issuing a refund check to NewRez in the amount of {$86.00} on XX/XX/XXXX.
By my calculations, with figures provided directly from my Hazard Insurance company as well as my most recent escrow analysis my PMI monthly payment is {$350.00}, Hazard Insurance is {$230.00}, and Property Taxes are {$200.00}. This brings my total monthly escrow payment to {$800.00} even. Added to the {$1600.00} for my P & I payment it brings my total monthly payment to {$2400.00}. If you add the {$18.00} per month increase due to the shortager this brings my total monthly payment to {$2400.00}. However, according to the figures and their report, they claim my payment is {$2500.00}.
All I want to do is pay my mortgage. I never had this issue with my original servicer, and for the life of me, I can't seem, to make the figures they send to me add up to what they say I owe. I attempted to follow-up with them again via email on XX/XX/XXXX again with no response.
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| 07/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Good afternoon.
I filed a complaint VIA the Attorney General 's Office against Shellpoint Mortgage Servicing in May of this year.
I have been in my home since XX/XX/XXXX. My taxes and insurance have always been paid out of my escrow account. While the loan has changed hands several times ( not voluntarily ), this has always been the case / process.
In XXXX my insurance company ( XXXX XXXX ) advised me that they were mandating that I replace my roof due strictly because of age.
In XX/XX/XXXX, while going through the financing process, I was made aware that my property taxes for XXXX had not been paid. The underwriting company refused me financing and I could not replace my roof.
I contacted Shellpoint and they resolved the issue, but taxes still reflected a late payment in excess of 10 months. Shellpoint absorbed any and all applicable fees.
I then attempted to go through other roofing programs and faced the same result. XXXX being one of them. Their policy was the same. Late taxes? No loan. Despite it not being my fault. I now can not get financing and the clock is ticking.
Because Shellpoint was at fault for this, I ultimately filed with the FL Attorney General 's Office. Before doing so, I tried for months and months and months to communicate with Shellpoint. I got the run around, they promised to call me back, they gave me a point of contact ( XXXX XXXX ) who finally stopped returning calls and was not helpful.
Shellpoint has not responded to any of the requests they have submitted. They only call me when I withhold payment, then they call every single day and I go through the entire story all over again, only because I want to hear them tell me they can not help me and that someone will call me back.
I am now going through the application process with XXXX County Community Development. If this loan does not go through, I have exhausted all of my options. They are the only program that won't hold Shellpoint 's late tax payment against me. However, no word yet and the clock is ticking quickly.
Ultimately, I face loss of insurance on my home. I face foreclosure without insurance and leave my home vulnerable to damage without insurance.
XXXX at the Attorney General 's Office in XXXX suggested I reach out to local government offices for assistance and/or guidance and one of them suggested I reach out to you.
At this point, I have spent countless hours working on and seeking resolve to a massive mishap that my mortgage company caused. Hours and hours, dozens of hours, hundreds of phone calls, etc. and still have no resolve. Shame on Shellpoint for being so difficult to do business with.
At this point, I feel very strongly that Shellpoint should be held responsible for the {$7100.00} roof that I MUST replace with a deadline of XX/XX/XXXX.
I have spent a year trying to resolve this, I have exhausted all efforts.
They will not respond to me AT ALL regarding this matter.
XXXX County Community Development has not yet determined my eligibility. I have been working with XXXX in their office. She did inform me that they have a heavy backlog.
Please note, too ; I am a single mom of a XXXX year old daughter. I work a full time job, a part-time job on Sundays, and from XXXX to XXXX, I was working a 3rd job on Saturdays. I am a lawful and responsible XXXX County resident for 15 years and have resided in Florida since XXXX.
Can you assist me in any way?
Thank you kindly, XXXX
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| 08/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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In XXXX I obtained a real estate loan secured by a deed of trust on my residence from DiTech, a subsidiary of XXXX. A few years later they went out of business when XXXX went bankrupt. The loan was transferred to Green Tree who, after several years changed their name to DiTech. After a few more years DiTech went bankrupt ( perhaps DiTech is not a good luck name ) and the loan was transferred to NewRez and it's subsidiary, Shellpoint. Since then I have had nothing but trouble. Almost immediately they began adding charges for an escrow account. When I contacted them to find out why, they claimed it was for insurance for the property because I had not provided proof of insurance. I explained that there was a homeowners association that purchased insurance out of the homeowners dues and that the previous two lenders never seemed to have any trouble getting the proofs of such from the management company, so I gave them the contact information for the management company. I never heard anything back from them but the escrow charges kept adding up, so I called them again. This time they outright lied to me. The person to whom I talked said he had called the management company several times but nobody ever answered the phone. I have called the management company many times and somebody always answers the phone promptly. He had no answer for why no one called me to tell me there was a problem reaching the management company, So I called the management company, who answered the phone promptly and told them the problem. They emailed me the proof of insurance and I forwarded it to NewRez. I heard nothing from them but the extra charges kept adding up. I called them again and they said they got the proof for the current year but not for the previous year. They had never said anything about a previous year. So I called the management company again and this time they sent the proof directly to NewRez. Still I heard nothing. I called again and this time they admitted they had received the proofs but no one had removed the erroneous charges. They said they would do it. The latest statement I have from them dated XX/XX/XXXX says I owe them {$4500.00}. I have had several people admit that the adding of insurance charges and deleting them has confused things so much no one can explain where they claim I have missed payments, and yet there is still an escrow account accumulating charges. I tried to contact them today to tell them where they have made errors, but they refused to talk to me unless I gave them the date that my last payment was logged into their account. I explained that the payment is sent by my bank on or about the first of every month but I have no way of knowing when they receive it and when they log it into my account. They still refused. I asked to talk to a supervisor. They said they were transferring me to collections. The person who answered was almost unintelligible and he also refused to talk to me if I didn't tell him the date they logged the last payment. I asked his name and he said, " XXXX. '' I asked his last name and he refused. I asked his department and he said, " Loss Mitigation. '' It appears nobody is trained to do their job, only to lie. I asked for contact information for the government agency overseeing their business and he professed ignorance. I told him I thought he was legally required to give me that information. He said he didn't know anything about that.
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| 04/08/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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To whom it may concern, I have received VA-guaranteed home loan assistance for my townhome and I feel like I'm being targeted by a predatory mortgage loan business and can use your help.
I financed with XXXX XXXX XXXX in XXXX and everything was simple, then they were bought by New Residential Investment Corporation ( Newrez ) in XXXX.
Newrez obtained my loan in XX/XX/XXXX and hasn't been shy to push illegal requests and charge fees without cause.
On XX/XX/XXXX XXXX requested I have additional home owner insurance for the interior of my townhome, called HO6 insurance.
My HOA that I pay each month covers the exterior and roof of the property, which is called HO3 insurance. XXXX XXXX XXXX was fine with just the HO3 coverage.
Luckily, I had just signed up in XX/XX/XXXX for HO6 insurance, effective XXXX XXXX XXXX, so I thought any confusion with XXXX might be averted. I would have activated the insurance earlier if I had any idea it was mandatory by the new company : XXXX.
On XX/XX/XXXX I received a letter from XXXX that said they had purchased 'lender-placed insurance ' without my knowledge or permission and I knew they were going to charge me for that.
So on, XX/XX/XXXX, after receiving proof of my new HO6 insurance, starting on XXXX XXXX, Newrez upped the ante and demanded that I have HO6 coverage dating back to when they obtained the loan in XXXX of XXXX, well before I was notified of the new standard.
If I can't provide such proof, then I'm fined {$720.00} for the three months of coverage that's in the past, when nothing happened to my house or belongings and there's no explanation other than " Customers have to have it '' even during a time when they didn't ask for it.
To add to the financial burden is the cost of the HO6 insurance. The inflated cost is well over the {$100.00} a month I currently pay monthly with XXXX.
Additionally, and illegally, they require the interior insurance amount to cover almost the value of the townhome. They want the interior HO6 insurance to cover {$380000.00} on a {$450000.00} townhome. Most of the value is the land ; not flooring or walls.
According to XXXX, I meet the value of my home currently, yet Newrez requires double that amount, which conflicts with California state law : CA Civil Code, Section 2955.5.
" No lender shall require a borrower, as a condition of receiving or maintaining a loan... exceeding the replacement value of the improvements on the property. '' After repeated calls, Newrez refuses to listen to my concerns and continues to press to charge me an inflated fee and force me to over-insure my townhome. I have offered to take pictures or videos of the interior of my home to avoid the charges but they are set on getting money that creates no value. I feel like their going into business to set up people and give them no alternative but to pay a fee. It pains me to think other hardworking people are also being trapped by Newrez 's poor customer service.
I really need help from this 'out-of-state " predatory business that strives to increase profits, regardless of the impacts it has on honest, homeowners.
The resolution that I am seeking is to have them dismiss the {$720.00} charge for HO6 insurance that's before they requested it plus honor the California insurance code and accept the insurance coverage that XXXX suggests.
Thank you so much for your time and in advance for any feedback/ suggestions.
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| 07/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, Shellpoint mortgage communicated that I was not eligible for the standard modification due to the debt to income ratio. On XX/XX/XXXX, we appealed shellpoint decision. See copy of notice of appeal herein. On XX/XX/XXXX, the servicer provided copy of the NPV results as required by the treasury department. The NPV report reveals that the debt to income ratio is 35 %. As part of its contract with XXXX XXXX XXXXXXXX XXXX 's must rely and adhere by the XXXX XXXX Flex Modification Reference Guide ( XX/XX/XXXX ). Pursuant to the reference guide, we meet the eligibility for the standard loan modification. See attached referenced guide herein. For post-Modification ratio less than 80 %. The eligibility requirement is that the housing expense ratio must be equal to or less then 40 %. The servicer admitted in its correspondence that the debt to income ratio is 35 %, which makes me eligible for the standard loan modification.
Some time in XXXX the servicer recounted their decision and was notified over the phone that the loan modification have been approved. I request proof of the trial modification offer. However the servicer claims that could not make the trial offer in writing only verbal. Pursuant to the XXXX XXXX Version 5.2. Servicers must provide sufficient notice of the Trial payment offer in writing. Servicer claims they do not need to make the offer in writing. Servicer has failed to abide by the loss mitigation request and are subject to sanctions. The record reflects that we do meet the eligibility for the standard loan modification. Servicer now claims that the investor is no longer XXXX XXXX. This statement is irrelevant, their letters reflect they proceed the request under the applicable treasury rules and therefore must must abide by the stipulated referenced guidelines.
On XX/XX/XXXX, the servicer also communicated that the loan had been assigned and attached an assignment of mortgage. The assignment of mortgage is a void because it does not complied with Florida section 689.01, which requires any conveyance of real property to be signed in the presence of two subscribing witnesses by the person authorized to sign on behalf of the corporation. The assignment was not executed by XXXX XXXX. I have attached the referenced assignment of mortgage and also an unrelated assignment of mortgage purported by XXXX XXXX that was recorded in the XXXX county, both signatures are identical to one another, which means that it was not executed by XXXX, the signature was copy and pasted. Florida Law requires that an instrument conveying real property be executed by the person claiming authority, the record reveals that the assignment was forged. The company who drafted and processed the instrument is non other then XXXX XXXX XXXX. In XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX, entered into a assurance of voluntary compliance with the office of the Attorney General, State of Florida. XXXX agreed not to engage in Floridas deceptive and Unfair Trade Practices Act, Chapter 117, which governs activities of notaries, Chapter 668, Part II, Uniform Electronic Transaction.
The instrument was forged in XXXX, which is a violation of the assurance executed on XX/XX/XXXX. We ask that the lender makes offer pursuant to the established guidance by treasury. The servicer has engaged in Floridas Deceptive and Unfair Trade Practices and therefore sanctions are appropriate in this case.
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| 01/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My home burned on XX/XX/XXXX. I worked with my insurance, checks made to my lender, XXXX XXXX XXXX and to me. I spoke with XXXX XXXX XXXX on XX/XX/XXXX XXXX who said I needed a packet that she would email to me, that I needed to fill out and send in with the checks. Once I received about 2 days later I had to find a place to have the printed up, which I did, filled them out but had questions because I had told XXXX in CUst. Serv. Dept. that I just wanted to pay off the loan, that I didn't want to rebuild at the time, if at all. I called back on XX/XX/XXXX because I had some questions on the forms and spoke with XXXX XXXX, also Cust. Serv. Dept. and he told me that all I needed was a pay off quoted, which they would email to me and I would send back with the checks. I signed the checks and mailed them priority mail on XX/XX/XXXX, the received on XX/XX/XXXX along with the pay off quote from them that I had to call on 2 times to get them to email to me. They said it would take 2-4 days to get me the email. I don't understand why I had to get the quote from them and then send back to them in the first place, but I did it.??? I called on the 3rd day to see why I hadn't received the first email, they said that I should have and said they would send me another that day, I waited another week. Got an email from XXXX in the Loss Draft Dept saying that my quote had expired and I needed to get another quote from a different department and resend. I called on XX/XX/XXXX and spoke with/yelled at XXXX and she set up another quote for me and sent it directly to XXXX and made sure that he had received it. Received a call today, spoke first with XXXX XXXX from the collections dept. because they keep calling me to tell me my payments are late ( yes, because I am truing to pay off the loan ) ..He checked on the status for me and also told me at that time that the pay off quotes are good for 30 days. No one had told me that. So my first pay off quote should have been good until XX/XX/XXXX. They ended up charging me another {$50.00} dollars because I took to long??? to get the quoted back to them??? I then spoke with XXXX in the Loss Draft Dept and he was looking into status, checking with XXXX, put me on hold for 4-5 minutes and then got hung up on.
I feel this whole thing is a stalling tactic to get more money out of me. I have a house in escrow that closes on XX/XX/XXXX and I have told them that every time I call in. It took them almost 3 weeks just to get me a pay off quote, then stated they needed a new quote ... and then charged me an extra {$50.00} dollars!!!
They have my checks and I need the balance of the funds to pay for my new house. I could lose this house if they don't return my funds in time. Houses are selling here for XXXX over asking. I managed to get this one for only XXXX over asking and will have to come up with an extra XXXX over these funds just to get it. I will not be able to afford another one. I feel that they will keep the funds as long as they can and then charge me more money. In the interim, I will lost the house that's in escrow.
Thank you for any assistance you can give me. My loan # for XXXX XXXX XXXX is XXXX. XXXX XXXX XXXX, located in XXXX MI. Cust. Serv. # is XXXX XXXX is my contact person in the Loss Draft Dept. My name is XXXX XXXX XXXX, the house address was XXXX XXXX XXXX, XXXX, Ca. XXXX. It completely burned down on XX/XX/XXXX in the Camp Fire.
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| 05/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2020 a representative from shellpoint mortgaging services name XXXX XXXX contacted me to take a payment on my loan over the phone. I asked XXXX XXXX how much I owed completely on the loan for the loan to be paid off and I not have to receive phone calls from them anymore. I explained to her that I wanted to be done with their company altogether so tell me how much I owe on my loan in its entirety. XXXX XXXX advised me that the payoff for the loan was {$2900.00}. I then explain to XXXX XXXX that I would like to just pay my loan off altogether I didn't realize it was less than {$3000.00} left on the loan. XXXX XXXX proceeded to take my payment over the phone and congratulated me on being a homeowner. Keep in mind COVID had hit and businesses and schools were shutting down all over the world. I didn't really pay any mind to the money still being in my account at the end of XXXX because XXXX XXXX advised me in the beginning of our conversation that our calls would be monitored and recorded so I wasn't worried when the money was still in my account. No one from Shellpoint mortgaging contacted me or my father to advise us that the payment hadn't gone through. Imagine my surprise in XXXX when I received a phone call from XXXX XXXX stating she was calling to take a payment over the phone. I explained to her that I had already paid off my loan and there should not have been a payment to take. She then explained to me that the payment hadn't gone through and that's why she was calling me. So again I authorize their representatives to take the XXXX and {$0.00} out of my account we actually rounded it up to XXXX. I thought this matter had been taken care of and I was now a homeowner waiting for my reward letter to come in the mail AGAIN. In XXXX I received a call from miss XXXX XXXX who had advised me that my account was past due. I explained to miss XXXX that I had paid off my loan and I shouldn't owe anything. After reading through my notes miss XXXX advise me that she sees where the problem was. She stated that the representative should have sent me to the payoff department where they would have advised me on how to correctly send in my pay off. But because she took my payment over the phone, it went through as a regular payment, so money went to my escrow, my principle, my insurance etc. She said she was going to speak to her supervisor and get back to me as far as how to move forward with reversing the payment. XXXX XXXX calls me and informs me that she spoke to her supervisor XXXX XXXX XXXX and he said that he would honor my XXXX payment if I could provide a bank statement showing no insufficient fund fees no holds and no late fees on my bank account statement for the month of XXXX. I submitted they require paperwork but still nothing was done to resolve my account. I've received countless phone calls from representatives as Shellpoint mortgaging who read over my records and all say the same thing ; this mistake was no fault of mine or my banks and Shellpoint took the payment wrong. They have been trying to fixit ever since.
Now two years later they are still trying to fix it. Still telling me they are trying to rectify the problem. But in the meantime im still receiving mortgage statements. The fact that Shellpoint messed up the payment and have not taken the correct steps to fix it and are now trying to foreclose on my house as a result is very disturbing.
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| 09/13/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Since XXXX XXXX Shellpoint XXXX XXXX had been reporting that our mortgage account was past due. They claimed we missed mortgage payments but refused to provide us the dates of the alleged missed payments. Despite six months of requests, countless hours on the phone with Shellpoint Customer Service Agents and numerous written requests from both myself and my wife. Shellpoint simply refused to give us the dates which would allow us to provide evidenced we did not miss any payments on our mortgage. In an act of desperation, I submitted a complaint to the CFPB ( Case number : XXXX ) and only then did Shellpoint finally sent us a letter with the dates of XXXX payments they claimed we allegedly missed. I am so very grateful to the CFPB for intervening and forcing Shellpoint to respond. Now I am able to refute their claim and prove those payments were made. Please refer to the attached Shellpoint letter claiming I missed payments on XXXX XXXX, XXXX and on XXXX XXXX, XXXX. As evidence I made these payments please now refer to my attached XXXX Bank statements which clearly and unambiguously show these payments were made and they were made on time. The attachment labeled " XXXX XXXX & XXXX XXXX Payments '' contains copies of my XXXX Bank statements in chronological order covering the period XXXX XXXX thru XXXX XXXX, XXXX. The first statement details my XXXX XXXX payment to XXXX which was paid and posted XXXX XXXX via Electronic Withdrawal ( XXXX XXXX ) in the amount of {$2100.00} which is not disputed but included as a baseline. The very next statement in that attachment is for the period XXXX XXXX thru XXXX XXXX and clearly shows I made my XXXX XXXX payment in XXXX installments XXXX via Electronic Withdrawal to XXXX with the first installment in the amount of {$1900.00} being paid on XXXX XXXX, XXXX XXXX XXXX XXXX ) and the second in the amount of {$210.00} being paid on XXXX XXXX, XXXX ( XXXX XXXX ) together totaling XXXX installments equal {$2100.00} and were paid before the late date. The attachment labeled " XXXX XXXX XXXX Payment '' is for the period XXXX XXXX thru XXXX XXXX, XXXX and clearly shows I made my XXXX payment via Electronic Payment which I rounded up to the amount of {$2300.00} on XXXX XXXX, XXXX XXXX XXXX XXXX ).
The fact is that I am not behind on my payments but rather I 'm ahead of them as more often than not I round up my monthly mortgage payments. I have every statement showing every payment I 've made to both XXXX and Shellpoint since the inception of my loan modification. Never once while XXXX was servicing my mortgage did they indicate, communicate or accuse me of having missed or was even late on a single payment.
It appears as though Shellpoint has been adding fees to the balance of my loan which have never been listed on my mortgage statements but are listed on the Loan history which I highlighted below the Shellpoint letter. XXXX of these is listed as " Attorney Fee Disb '' to XXXX XXXX in the amount of {$450.00} and lists no explanation for this fee whatsoever. I want an explanation of what this and the other fees are for.
In the letter signed by XXXX XXXX of the Shellpoint Compliance Dept. she provided her direct telephone number ( XXXX ) but in the last month not once has she answered her phone which goes to voice mail which she has not even bothered to answer. Dealing with Shellpoint is like trying to talk to a stone wall.
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| 06/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since NewRez LLC d/b/a Shellpoint Mortgage Servicing took over the servicing of our mortgage loan from XXXX on XX/XX/XXXX, in this short time, we have had to send out dozens and dozens of emails/phone calls/letters filing a formal complaint to various departments including their customer service department, their mitigation department, their boarding department, their billing department, their tax department and their compliance department.
Various mistakes on their end is a very, very long list including " boarding our loan into a escrowed loan by error '' according to their records and their research. It took a formal complaint to finally hear back from them months later.
Now according to our new mortgage statement date of XX/XX/XXXX we just got in the mail, once again the amount due is incorrect.
In a letter that the compliance department sent us on XX/XX/XXXX, it says our " monthly payment decreased to {$1100.00}. '' But in our mortgage statement with statement date of XX/XX/XXXX, it now says incorrectly, " total : {$4900.00} due with payment due date XX/XX/XXXX. You must pay this amount to bring your loan current. '' This mortgage statement is incorrect and contradicts what compliance department said in a letter earlier from XX/XX/XXXX. We were expecting/told to pay {$1100.00} on XX/XX/XXXX like what was communicated to us from their compliance department and their mitigation department.
All this communication listed above contradicts the mortgage statement we just got saying, next due date on XX/XX/XXXX. And we paid our mortgage on XX/XX/XXXX because we did not have communication/approval on a forbearance plan until XX/XX/XXXX via a letter in the mail. And this payment has not been applied to our mortgage balance according to this statement.
In the letter mailed to us from compliance department, it says, " on XX/XX/XXXX, Shellpoint received and posted a phone payment of {$910.00} to the unapplied account. '' And our recent statement has no recent account history of this payment even though the compliance department confirms our phone payment/amount.
This 90 day forbearance plan turned into a 30 day forbearance plan and this is not what we agreed to the terms stated in this email earlier on XX/XX/XXXX.
We need a solution. Since this forbearance plan was not set up correctly right from the beginning because we paid our mortgage in XXXX and not told about this plan until XX/XX/XXXX and now getting a incorrect statement for XX/XX/XXXX for the amount due of {$4900.00} instead of the correct amount, XXXX {$1100.00} due on XX/XX/XXXX.
**Our request is very simple, listed below : ** 1 ) We deserve full clarity on WHY this XX/XX/XXXX payment did not apply to our mortgage account?
2 ) WHY is our current amount due on the most recent statement for {$4900.00} instead of the regular monthly payment they confirmed for the amount of {$1100.00}?
3 ) FOLLOW THROUGH on the terms of their forbearance plan they presented to us for the months of XXXX, XXXX and XXXX. 90 days not 30 days.
4 ) Lastly, please send our mortgage loan BACK to XXXX, request our simple request to please NO LONGER SERVICE OUR LOAN and send it BACK to XXXX where we had no problems/errors/good customer service for nearly two decades.
It would be in the best interest for both parties for Shellpoint Mortgage Servicing to honor these four simple requests listed above.
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| 03/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Servicemember |
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On XX/XX/XXXX my home was damaged in the Texas winter storm so severely, I had to be displaced. I contacted XXXX XXXX informing them of this and requested to be placed in a Forebearance while I awaited on insurance to give me the repair fees and began to repair my home so that it could be livable. I was told that my forbearance would be for 4 months and would not be reported on my credit report as delinquent. In XX/XX/XXXX, while staying at a hotel as I awaited repairs for my home, I caught XXXX and XXXX. I became severely ill and could not finalize repairs in my home or go to work. I contacted XXXX XXXX and requested my forbearance be extended due to COVID. I was told my forbearance would be extended for another 6 months under the CARES act. In XXXX of XXXX, I received noticed that my mortgage was transferred to Shellpoint Mortgage. I assumed that my forbearance was transferred over from XXXX XXXX. In XX/XX/XXXX, I received notification that Shellpoint Mortgage had involuntarily placed me in a 40 year mortgage loan modification, adding nearly 15 more years to my mortgage maturity date. I notified my lost mitigation manager that I did not want to be in a loan modification because I was planning to resolve my debt in full by XX/XX/XXXX. I also explained to my lost mitigation manager that I was in a forbearance until XX/XX/XXXX and needed extra time in forbearance, but I was definitely going to pay my previous debt in full. In XX/XX/XXXX, after being denied a bid bond for a job project, I checked my credit report and noticed Shellpoint Mortgage had reported all the months of my forbearance as delinquent after I was told they would not report them delinquent. I contacted my lost mitigation manager regarding this inaccuracy and she stated there was an error in the system. She stated I needed to contact a seperate division of Shellpoint Mortgage informing them of this and that I had several months left on my forbearance. A check was mailed in the amount of {$12000.00} to Shellpoint Mortgage shortly after that call. I notified the division within Shellpoint Mortgage that I did not want to participate in their involuntarily loan modification, I was in a forbearance so my credit should not have been affected and was being inaccurately reported as delinquent to the credit bureas and that my loan amount would be paid up to date before the end of my forbearance.
In XX/XX/XXXX, I received notice from Shellpoint mortgage that they were not going to correct the inaccurate information reported on my credit report because their records did not indicate my forbearance through XX/XX/XXXX. Shellpoint did not update my mortgage reflecting the payments they had received for my mortgage.
Because Shellpoint has decided to punish me for not accepting their involuntarily loan modification and honor my previous forbearance with my previous loan services, my credit score has decreased nearly 100 points making it nearly impossible to obtain a loan to finish repairing my severely damaged home caused by a natural disaster and obtain bid bonds to support my business so that I can get out of financial hardship caused by the Texas winter storm and COVID. Shellpoints refusal to honor my forbearance with XXXX XXXX has prolonged my home displacement and repairs in which their inaccurate credit reporting has made obtaining a loan for home repairs very difficult to achieve.
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| 06/03/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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A mortgage for a mobile home ( no land included ) that was originally with XXXX XXXX XXXX but was later sold to XXXX matured in XXXX of XXXX. At that time, XXXX claimed there was a remaining balance of approximately {$5100.00}. In XXXX, my husband ( his name was also on the loan ) had to file personal bankruptcy. This loan was not included in the filing and remained current during that time period. Perhaps it was due to my husband 's bankruptcy, but XXXX no longer sent correspondence that included his name, only mine. However, they would not talk to me, even though I was not in personal bankruptcy. When the loan finally matured, and they claimed we still owed thousands, I inquired about the charges. I could never get anyone to help me. I called, left messages, sent emails, wrote letters. I never received a response. Eventually, we received a letter from an attorney 's office ( debt collection agency ), and I tried again to call and email. I never received a response from the attorney 's office. I was not trying to avoid paying any debt that I owed, I just wanted an explanation of the charges since I did not understand how we could owe that much at the end of the mortgage term. XXXX went bankrupt apparently, and now the account is with Shellpoint Mortgage. I received a notice in which I could dispute the validity of the debt. So, I did this in writing. In response, I received a transaction summary in the mail from the company. This gave me hope. In my correspondence, I stated that I wish to pay and settle this account, but I simply need to know what I am paying. In the summary, there were several charges for an inspection of the property ( to determine occupancy status ). This must have been due to my husband 's bankruptcy, but this property was not involved. There was also a charge of almost {$800.00} for the residence being " vacant '', but it has never been unoccupied. This could be proven with utility statements, if necessary. Many, if not all, of the charges that are left on this account are not legitimate, but I still can not get anyone to discuss them and to settle this issue. By now, I am willing to pay money that I do not owe in order to end this. It has had detrimental effects on my credit, as it is reported on my report only, even though my husband was first on the account prior to his bankruptcy and we never put it solely into my name. I have explained this situation to many people over the past couple years, but I have never received any assistance in determining the validity of the charges on the account. I have saved the money to pay it off, and now they will not accept payment because they claim it is in the process of foreclosure. This account was just recently sold to Shellpoint. And, I was hopeful that I could settle it with them since I at least had some success with correspondence. But, this was unfortunately not the case. The residence is an older model mobile home with no land included. I am not sure how they can foreclose. We obviously do not want this to happen due to {$5000.00}. I just want this to be over. I am an honest person who wants to pay what I owe, but who can not afford to pay additional fees as they accumulate on this account. I want to pay whatever I need to in order to settle this. I have pleaded with both companies. I have been unable to get anyone to listen and help end this nightmare. Please help.
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| 10/03/2023 |
Yes |
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- Struggling to pay mortgage
- Foreclosure
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Web |
Servicemember |
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XXXX XXXX made a payment XX/XX/2023, for XXXX mortgage payments. A total by a XXXX XXXX employee was given to get the XXXX mortgage up to date. Payment information / bank information was given to employee of XXXX XXXX for the {$4800.00} to be withdrawn from. The XXXX XXXX account info was given, definitely enough funds in his account to make this transaction. XXXX XXXX rep stated payment was received and precessed, then a confirmation number was given to XXXX XXXX. XXXX XXXX did not withdraw the payment from the account information given.XXXX XXXXXXXX attempted to withdraw the payment from the XXXX account that was on file. Not the account information that was given to the XXXX XXXX rep at the time of the call.
XXXX XXXX a Shellpoint employee we spoke to on XXXX XXXX @ XXXXXXXX XXXX told us our payment of {$4800.00} was SENT BACK. There was NO INSUFFICIENT FUNDS CHARGE, The transaction was not insufficient funds. The XXXX bank account also there was not an insufficient funds charge, If it was not sufficient funds for the transaction, there would be an insufficient funds charge at the financial institution as well. There was not. But now all the sudden there is an insufficient funds charge, but could NOT be found by your employee, XX/XX/2023.
Shellpoints mortgage history of the XXXX mortgage, does not have all the history that it should. Seems they are missing some.
XXXX XXXX, ( ( the next day after XXXX XXXXXXXX made the {$4800.00} payment ) ) ( ( ATTORNEY XXXX DISBURSEMENT ) ) Will screen shot the mortgage history the XXXX have. This is a payment to a ATTORNEY, to begin foreclosure on the XXXX home XX/XX/2023. Then every month after on the 22 day of the month the mortgage history shows ( ( ATTORNEY XXXX DISBURSEMENT ) ) The Attorney XXXX XXXXXXXX uses for foreclosure his fees and charges they have agreed to pay the firm.
Very convenient that the charge on XX/XX/2023 is not on the loan history provided by Shellpoint.
The XXXX have been to an attorney that is fees/ charges/ payments for the attorney to begin foreclosure.
XXXX - 31 days XXXX - 31 days XXXX - 28 days XXXX - 21 days TOTAL 111 days Attorney fees and charges claimed on the XXXX mortgage history XX/XX/2023 to begin foreclosure is DEFINITLY breaking federal law Dodd-Frank act.
Amazing it doesnt appear on the mortgage history Shellpoint XXXX XXXX XXXX provided.
Because of this foreclosure should not have been started in XXXX. Not in XXXX as Shellpoint states. That is untrue, dishonest mortgage servicer.
Thats not to mention each XXXX XXXX employee I spoke to all names, dates and times. XXXXXXXX XXXX XXXX XXXX loss mitigation supervisor that was investigating the recorded call logs, stated if XXXX XXXX did not use the account information given for the payment made by Mr XXXX on XX/XX/XXXX, good change the foreclosure would be reversed it what he said. Then many other XXXX XXXX employees telling the XXXX untrue lies, went on over a month. To find out XXXX XXXX recently got a new phone system they would have NO WAY of retrieving a call log in XXXX XXXX.
The XXXX want to get the mortgage current with out charges and fees that should not be on their mortgage.
Another point the XXXX built this home in XXXX, have lived in It over 23 years. Important bit of information there is SUBSTANTIAL equity the XXXX have in the home. XXXX believe is an issue. Very sad XXXX & XXXX XXXX
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| 05/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I received this email on XX/XX/2021 : Hello XXXX XXXX, Thank you for your continued business with Shellpoint Servicing. From time to time, we review accounts to help our customers keep their loans up to date.
As of XX/XX/2021, the referenced loan number XXXX has accumulated a late fee balance of {$22.00}, and {$35.00} in Non-Sufficient fund fees. A total of {$57.00} in outstanding fees.
If {$550.00} is paid by XX/XX/2021 ( extended from XX/XX/XXXX ), we will waive the remaining amount to resolve this fee balance. To take advantage of this discount, please contact us at XXXX to pay over the phone or remit payment for the fees to the following address : Shellpoint Servicing XXXX XXXX XXXX XXXX, SC XXXX If sending by mail, please write your loan number on your payment.
We thank you for your prompt attention in this matter. If you have already sent a payment towards the outstanding fees, please disregard this message, and accept our gratitude.
I called Shellpoint to verify what this email meant and was told after speaking to 2 supervisors the amount was correct. The first supervisor said I could go online and enter the XXXX amount to be paid but I was unable as my regular amount of {$1200.00} was there and grayed out so I called back and another supervisor entered the amount to be paid on XX/XX/2021. When I checked today I saw Shellpoint added the remainder to equal the regular payment. Now I have paid {$550.00} and they added the other remaining amount for {$1200.00}. Now after speaking to them today the decided they made a mistake and said I should have paid {$73.00}. Then I got this email on XX/XX/2021. but I had already setup the XXXX the day before.
Hello XXXX XXXX, Thank you for your continued business with Shellpoint Servicing. From time to time, we review accounts to help our customers keep their loans up to date.
As of XX/XX/2021, the referenced loan number XXXX has accumulated a late fee balance of {$22.00}, and {$70.00} in Non-Sufficient fund fees. A total of {$92.00} in outstanding fees.
If {$73.00} is paid by XX/XX/2021 ( extended from XX/XX/XXXX ), we will waive the remaining amount to resolve this fee balance. To take advantage of this discount, please contact us at XXXX to pay over the phone or remit payment for the fees to the following address : Shellpoint Servicing XXXX XXXX XXXX XXXX, SC XXXX If sending by mail, please write your loan number on your payment.
We thank you for your prompt attention in this matter. If you have already sent a payment towards the outstanding fees, please disregard this message, and accept our gratitude.
I told them they made the mistake which they admitted so now they are refunding me {$470.00} from the {$550.00} minus {$73.00}, now I owe the full $ XXXX- XXXX but basically I owe the full {$1200.00} after being told all I needed to pay was {$550.00}. I now dont have the money except for the {$470.00} they are refunding me and said they will also show a late fee and report to credit bureaus. I WANT TO PAY WHAT THE EMAIL SAYS OF {$550.00} just as the email says. As I stated I spoke to 2 supervisors to confirm it. Thats the only way {$550.00} could have been entered and scheduled. I now dont have all the funds to pay mortgage since they gave me completely erroneous information and after making other bill payments. If I make an error I pay for it so should Shellpoint mortgage!
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| 04/09/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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The wrongdoers XXXX XXXX XXXX XXXX XXXXXXXX ( hereafter " XXXX '' ) is an American worldwide banking and financial services holding company ; NewRez LLC d/b/a Shellpoint Mortgage Servicing ( hereafter Shellpoint ) and XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX '' ) are debt collectors as defined by the 15 U.S.C.A. 1692a ; Attorney XXXX XXXX XXXX ( hereafter XXXX ) is XXXX managing partner.
The issue presented in this complaint was raised in the pending litigation, XXXX XXXX Florida XXXX XXXX XXXX XXXX Case No. XXXX. In this complaint I do not seek redress for an injury caused by the state-court decision itself, but rather for injuries caused by the wrongdoers fraudulent conduct.
XXXX was XXXX XXXX XXXX XXXX managing partner since XXXX. Siting at the top of the collection law firm hierarchy, on XX/XX/XXXX, she submitted for recording the XX/XX/XXXX fraudulent Assignment of Mortgage ( attached hereto ) that purported to document a transaction whereby XXXX XXXX XXXX XXXX ( " XXXX XXXX XXXX XXXX ) " does hereby grant, sell, assign, transfer, and set over unto Assignee, the XXXX XXXX XXXX XXXX XXXX as Trustee for the Benefit of the Certificate Holders of the XXXX XXXX Asset Backed Certificates Series XXXX ... a certain mortgage, together with the note and obligation described in said mortgage. -- -- - In XXXX XXXX XXXX ( the Original Lender ) was acquired by XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The letter and the loan transaction history provided by XXXX XXXX XXXX ( attached hereto ) show that the mortgage was no longer a XXXXXXXX XXXX asset when XXXX XXXX XXXX completed the acquisition, the loan was transferred on XX/XX/XXXX. The name of the person to whom the right was transferred was not provided. XXXX XXXX XXXX never owned the note and the mortgage and could not assign the original bank 's XXXX XXXX XXXX ) rights. Moreover, the loan was originated on XX/XX/XXXX and the fraudulent Assignment of Mortgage was dated XX/XX/XXXX. In securitization a mortgage can not be assigned months or years after the date of the origination of the underlying mortgage note and can not be assigned from the Originator directly to the Trustee for the XXXX XXXX.
At this time, in the XXXX XXXX Florida XXXX XXXX XXXX XXXX, Shellpoint, XXXX and XXXX attempts to collect a mortgage debt allegedly owed to the XXXX XXXX XXXX XXXX XXXXXXXX as Trustee for the Benefit of the Certificate Holders of the XXXX XXXX Asset Backed Certificates Series XXXX. However, the certification signed by the Secretary of State of the State of Delaware ( attached hereto ) demonstrates that there is no Declaration of Trust. Also the certification signed by the Secretary and the Acting Branch Chief of the U.S. Securities and Exchange Commission ( SEC ) ( attached hereto ) demonstrates that there is no Pooling and Servicing Agreement, no Prospectus and no registration records on XXXX XXXX Asset Backed Certificates Series XXXX XXXX ( the Securitization Trust ). The State of Delaware Certification and the SEC Certification proof that the trust was never created, XXXX XXXX XXXX XXXX XXXXXXXX is not a trustee for any Certificate Holders because the Certificate Holders are not beneficiaries of any Trust.
XXXX, Shellpoint, XXXX and XXXX knows they are wrong, but continue efforts to collect a mortgage debt not owed ( to XXXX or any trust ) causing losses and embarrassment to me.
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| 02/15/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My company mortgaged a portfolio of rental properties through a broker, XXXX XXXX XXXX XXXX ( XXXX ) who secured financing through XXXX ( cvlending.com ). XXXX was great to work with through the closing.
XXXX sold the loan to XXXX XXXX XXXX XXXX who hired Shellpoint Mortgage Servicing to service the loan. Neither XXXX nor XXXX notified us that the mortgage had been sold. Shellpoint began servicing the loan, drafting the incorrect monthly payment amounts month after month. After extensive correspondence, we finally got the monthly amounts resolved.
XXXX insisted taxes and insurance be escrowed, and we paid a significant amount into escrow at closing. I checked Shellpoint 's website when it came time for tax payment. They publish very clear instructions that borrowers DO NOT need to submit tax bills for payment because municipalities submit bills directly.
In XX/XX/2021 I received the first delinquency notice from the local municipality. I immediately contacted Shellpoint. There has been so much correspondence, but Shellpoint will not respond directly to the borrower. Every time I make an inquiry by phone or through their website, they mail ( snail mail ) me a letter and advise that " they're looking into it. '' It's been over 2 months, and Shellpoint still didn't process tax payment. I later found out they also didn't pay insurance payments.
When I called and spoke to customer service representative, I was advised that this loan is for only one property, XXXX XXXX XXXX XXXX, and Shellpoint submitted a tax payment for {$590.00}. This loan is over {>= $1,000,000} and we have over {$27000.00} in escrow, yet Shellpoint couldn't understand the disparity in the tax payment and loan amount. They insist that there are NO other properties on this loan. Again, this is a portfolio loan for 11 total properties. It begs the question whether security deeds were properly filed by the original and subsequent lender.
Last week I paid the taxes and insurance directly because we can not risk a lien being placed or allowing insurance to lapse. I'm continuing to email Shellpoint, but they will not respond.
One of their letters indicated that they were contracted by XXXX XXXX XXXX XXXX to service the loan. This was the first I've heard that XXXX holds the note. I called XXXX several times, but each time I'm told they don't do mortgages, only life insurance.
I've requested that Shellpoint close the escrow accounts so I can manage taxes and insurance myself. Again, no response. At this point, they're holding over {$27000.00} of my money and refuse to respond to me. They only operate behind vague email addresses such as XXXX and XXXX. These emails are essentially a black hole for customer inquiries. I FINALLY got an individual 's name when I called, who I was told will follow my problem through to completion. This individual does not respond - XXXX XXXX ( XXXX ).
To be clear, we mortgaged 13 total properties. XXXX properties are on separate mortgages, and Shellpoint paid taxes and insurance on these. 11 properties are on the portfolio loan for which Shellpoint never processed tax and insurance payments. I requested that Shellpoint close escrow accounts associated with all of my loans because I can not trust that they will fulfill payment obligations.
Please direct me to someone who can help resolve this matter.
Thank you, XXXX XXXX XXXX
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| 05/09/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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On two separate occasions, Shellpoint offered me a loan modification that consisted of an amount, an interest rate and a monthly payment. No amounts were explained and no late fees were mentioned. The first offer came in XXXX, 8 years after XXXX XXXX XXXX caused default. Some of the interest on an enforceable contract would have become uncollectable, but the amount they were requiring me to affirm was XXXX and the note was XXXX so almost half of the amount was for undisclosed amounts that they expected me to blindly affirm. They made the offer and although I did not accept, they reported this new amount to the credit bureau and prevented me from obtaining a new loan to pay off what I actually owed at the time. Falsely reporting my debt, the amount and harming me by bringing down my credit score and preventing me from reinstatement.
The second mod offer came in XXXX and was for XXXX, again, 10 years after XXXX Caused default- refused to explain how that amount was derived and tried to force me into affirming an amount that I did not owe. Then at one of the hearings, Shellpoint 's attorneys required me to submit financials for myself and my husband. XXXX XXXX XXXX also required me to include him. HE WAS NEVER ON THE NOTE! How is this not breach of contract? How is it legal to require me to add someone to a mortgage that was never financially responsible? When I spoke up, I was asked not to speak. My rights have never mattered in this entire case. Then in XXXX Shellpoint sent my attorney a pay off letter that was showing I owed upwards of XXXX, stating that : Principal Balance {$310000.00} Interest To XX/XX/XXXX {$220000.00} Clearly attempting to collect time barred debt and trying to confuse and coerce a consumer into signing off on amounts they DO NOT OWE.
I recently went to their website and requested a new payoff. While I have yet to receive it, I can see that the interest has fallen off and all they are asking for is the XXXX of the original note and the escrow and legal fees. Had this been the offer all along I would have been able to reinstate. Shellpoint harmed me by not reporting true and correct amounts and then using this information to claim my house.
Three entities have reported this loan against me, XXXX as servicer and listing XXXX XXXX as CREDITOR, Shellpoint listing themselves as creditor and another company I never heard of or ever paid, Homeward Residential also reported that they were a creditor. As a consumer, I have a right to the facts and those facts have clearly been concealed leaving me unprotected and vulnerable to claims that are false. Shellpoint can not be a holder in due course if they came by the debt after default. If XXXX XXXX gives them right to be a HOLDER, then that should NOT be concealed. Because right now as this case stands, XXXX XXXX says they are not a party and Shellpoint was awarded summary judgement XX/XX/XXXX on their behalf - or were they??? Because it's absolutely unclear to me- who is the injured party here??? IS SHELLPOINT A DEBT COLLECTOR IF THEY CAME INTO POSSESSION 6 YEARS AFTER DEFAULT??? Is that why they were allowed to include the debt in the loan modification? Because now it looks like they are a servicer foreclosing on behalf of an interested party with no interest. It seems as though Shellpoint was acting as both in this case. A definitive answer is requested.
|
| 04/07/2020 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Older American |
|
Over the years our Mortgage Company has transferred our Mortgage to another Company. The last change was to XXXX who evidently is in bankruptcy. Not sure. Tried to call them but the answering machine said due to the sale of assets we are not taking any calls. Refer to your goodbye letter. We received this letter on XX/XX/2020. Letter states Notice of Servicing Transfer. States the servicing of your mortgage account is being transferred effective XXXX with your payment due XXXX. This means that after this date, a new servicer will have the right to collect your mortgage account payments. We made our last payment to XXXX XX/XX/2020. Shellpoint Mortgage Servicing will collect your payments going forward.
On XX/XX/2020, we received a letter from Shellpoint Mortgage Servicing stateing they are pleased that the owner of your mortgage. Anytime after or on XXXX they were now taking over Mortgage Paymnets. I went online and set up to have automatic payments made. I chose to have them take out our Mortage payment on XXXX. They sent me a letter stating the confirmation of my authorizing monthly payments drafts and the first payment amount would be % XXXX which is the amount of our Mortgage. So they took out that amount on the XXXX of XXXX, and it cleared the bank.
On XX/XX/2020 we received a Mortgage Statement of Amount Due, and the total was $ XXXX which was and added charge on the payment. {$6.00} which was a fee for an overdue payment. Didn't make sense since the money was already taken out on the XXXX of XXXX for the right amount of {$550.00}. My husband called and waited on the phone for over 1 hour on hold before a girl name XXXX came on to help him. He explained the situation to her and she even admitted that there shouldn't have been an extra charge. Then she said she would have to transfer him to the billing deparment. Another 1/2 hour wait before XXXX XXXX came on the phone. Not sure I spelled his last name right. My husband went through the whole thing AGAIN stating we didn't owe the money that we were not late with our payment as it wasn't even XXXX XXXX yet. He stated that it wasn't an overdue payment amounth that it was a fee.
He explained that XXXX charged a fee. That is when I took over the conversation. I told him we were NOT paying the {$6.00} for a fee we didn't owe. Letter stated overdue payment. I told him I didn't car what XXXX charged that he needed to go after them for the {$6.00} fee since we owed them nothing. Our Mortgage was paid on time always. He set we are a debt collector and I said I didn't care we didn't owe the debt. I know this is a small amount but we are not paying the money since it is not ours to pay. I asked to speak to a supervisor and of course I couldn't and was on for a while and I did lose my temper as he wouldn't give me a supervisor. I used my cell phone to call XXXX while still on the phone with him to tell XXXX why the fee since we have had 3 different companies over the years take our Mortgage Payments, but they were not taking calls.
This is where we stand. We are not paying the {$6.00} and we sent the invoice back to them stating that we are not paying the fee since our Mortgage was paid on time. Hope you can help us. I know this is a small amount but I bet they are doing that to every customer that they took over from XXXX. If you need documentation I can provide it.
|
| 12/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I had a water damage incident at my home in XXXX of XXXX. After dealing with the insurance company, XXXX XXXX, for months to obtain a check. On Thursday, XX/XX/2022, I transmitted all of the documentation required by Shellpoint mortgage via email and overnight mail ( including the check from XXXX XXXX, endorsed by my wife & I. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I was initially told that the process of reviewing the paperwork and clearing the check would take UP TO 5 DAYS - This was not true! -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Shellpoint received the check via overnight mail on XX/XX/2022. IT is now 2 full weeks since they received the check and for these past two weeks, they have been stalling me and telling me that the check from XXXX XXXX has not cleared their account. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Yesterday, I spoke with XXXX XXXX and they told me that the funds had cleared and been removed from their account. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The process of retaining funds and holding borrowers with damage to their homes for lengthy periods of time and stalling seems to be an attempt by Shellpoint to benefit by holding the funds and collecting interest on them while stalling the borrowers. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- After informing the Shellpoint representative that XXXX XXXX informed me that the funds had cleared days earlier, Shellpoint finally admitted that the funds had in fact cleared the account. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- NOW they tell me that even though I paid them for an overnight envelope more than 2 weeks ago - The check may take them 10 days to mail out! -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This practice should be looked into and the process should be streamlined. Banks should not be permitted to intercede, block and delay homeowners who face damage to their homes and need the funds received from insurance companies to make the repairs. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I'm sure that going forward, the funds that Shellpoint is currently holding will take a monumental effort and face their typical delays, thereby stalling the process and causing the repairs to take twice as long as they should -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I have already contacted the CEO of Shellpoint regarding this issue, but of course, 2 weeks have gone by and his office has not responded in any way shape or form.
|
| 07/02/2019 |
No |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
This complaint is being filed against SHELLPOINT MORTGAGE NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX This complaint is on behalf of XXXX XXXX XXXX aka XXXX XXXX XXXX This loan is currently in default. XXXX XXXX was and is currently a victim of XXXX XXXX and XXXX XXXX XXXXe. This is documented with the XXXX XXXX Police Department, XXXX XXXX County Sherrifs Office, the XXXX XXXX District Attorney 's office and there is a current investigation that is in process with the XXXX XXXX County Board of Supervisors-XXXX XXXX 's office. Shellpoint Mortgage neglected to send to us at the correct address the latest Notice of Fault and did not properly inform the Trustee of the correct mailing address. On XX/XX/2019 I spoke with Shellpoint Mortgage and was advised that the fastest way to work with Shellpoint on options to include modification or a mortage pay down would be to fill out the Shellpoint application on line. I set up an on line account and discovered that Shellpoint Mortgage has TWO people that I do not know nor have I heard of that are attached to my loan. XXXX XXXX XXXX and XXXX XXXX. In attempting to fill out the loan paperwork on line i was prompted to disclose the income of these two individuals. I do not know these persons and they have never been authorized to be on this loan or to access my personal information which I now am convinced these people have accessed my personal information with Shellpoint 's unauthorized consent. On XX/XX/2019 my POA XXXX XXXX spoke with XXXX at the Shellpoint customer service center. XXXX informed XXXX that XXXX XXXX XXXX was a debtor from a bankruptcy which I have no knowledge of. XXXX also informed XXXX that she could not locate any information on XXXX XXXX and could not provide an explanation of how or why this person is now on my loan. XXXX was then transferred to XXXX in the Loss Mitigation Department of Shellpoint Mortgage. XXXX could not provide any additional information as to why these two individuals are now on my loan. XXXX was informed that a complete loan package was sent to me on XX/XX/19. XXXX then told XXXX to print out the information and fill out the forms anyway and fax them to Shellpoint. XXXX was then told that it would take up to 48 hours to process. XXXX asked XXXX what to do as there are TWO unauthorized persons on my loan profile and she was strongly advised to fill out everything on line for faster processing. How can we fill out the paper work and be given fair and complete consideration when there are two people on my loan according to Shellpoint that I do not know?? XXXX said that there was nothing else that they can do. XXXX then asked to speak with a supervisor. XXXX was then told that the supervisor, XXXX XXXX, was unavailable and had to leave a voicemail. XXXX did so and expressed that this was an urgent situation. It is not 24 hours later -- NO CALL. Shellpoint Mortgage has left me unable to complete the homeowner assistance process as there are TWO people on my loan file that i do not know. I am unable to proceed as I have to fill out income information for them and I do not know who they are! Shellpoint is taking no responsibility for this error that is detrimental to my request to have fair consideration to save my home of 30 years. I need help as this is unfair and unehtical!
|
| 04/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XXXX of 2019 we missed a mortgage payment and there was no way we could then make 2 payments to catch up as our payment is high. They, Shellpoint Mortgage filed against us in XXXX in XX/XX/XXXX. Where we live in Pennsylvania, the courts offer a XXXX County Residential Mortgage Foreclosure Diversion Program. We filled out and signed the papers to participate and gave them in at the courthouse, dated XX/XX/XXXX. We received our workout package in the mail and filled it out with our hardship letter, bank statements, income tax, paystubs and other papers requested. Our first meeting in Court was XX/XX/XXXX. The second.was XX/XX/XXXX, then XX/XX/XXXX. The next was scheduled for tomorrow, XX/XX/XXXX but has been postponed due to the virus. Each time something else was requested or something wasnt dated or the 90 days was up so everything had to b submitted again. Finally received a letter the second week of XXXX saying they had everything needed and would b making a decision. A lawyer was not sent from Shellpoint to represent them, a lawyer from the courthouse did. Last week on XX/XX/XXXX I received a letter stating that we had been denied for a loan modification bc we dont meet the requirements to qualify????? No specific reason. My husband makes {$80000.00} but no reason??? I called our single point of contact at the mortgage company bc I wanted to know the reason we were denied. She said it was bc we had a loan modification 2 years ago and therefore couldnt b approved. But this was known 6 months ago by her. It would have been in our file and she was in charge of it back then. We were approved by Shellpoint to participate in this program to save our house. We submitted everything asked for. We waited while we could have possibly found another beat to save our house. We now owe over {$33000.00} to reinstate our mortgage, this includes all there fees and the charges for the lawyer in court while we never, by their account should have been in court.We waited in the hopes of a better rate maybe while everything kept piling up financially. The woman in charge of our account did not return my call so I called her again. I said this has been going on for months while it was never going bug to b approved. Why???? What if I had been paying for a lawyer this whole time. She said well let me see how many months this has been. And u told her since XX/XX/2019. I called her today bc I stated I was contacting your group and that I was filing an appeal and was told I needed to contact the mortgage company. Im to email it to there loss mitigation dept. And bc its in review Im to contact the lawyers from now on which I did on XX/XX/XXXX, explaining what has happened and asking for a return phone call which I never received. I called again today, XX/XX/XXXX and left another message about what had happened and that we were going to appeal and asked for a call back again. They never should have done this to us. I received a reinstatement letter from the lawyers today, XX/XX/XXXX thats only good until XX/XX/XXXX for over {$33000.00}. We can pay our monthly mortgage and were hoping to have the loan modification. Instead we were lied to bc I guess no one ever really checked our file. They are in the wrong. This is not acceptable what they did. I cant even go to our next court appointment tomorrow bc of this virus. We need help.
|
| 09/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
The short story is this : The company NewRez LLC dba Shellpoint Mortgage Servicing ( to be referred to as Shellpoint ) has failed to process a payment I sent in on time. I have spent dozens of hours chasing after them with many promises that they are fixing the issue, only to receive late fees and threats of affecting my credit score, all due to a mistake they made and have failed to follow up on. Below is the longer story.
On XX/XX/2020, I closed a cash out refinance loan with XXXX XXXX. The monthly payment is {$2800.00}. The closing of the loan included payment through XX/XX/XXXX. For the payment for the month of XXXX, I sent in a payment to XXXX loan servicing department as they still held the loan. This payment was received on time, as with every other payment I have made since.
For XXXX, I sent another payment into XXXX loan servicing team, but they had to forward the payment to Shellpoint because they had just transferred the loan to them. They sent it via XXXX with tracking number XXXX which arrived to Shellpoint on XX/XX/2020. In addition to this being the first of the month and thus on time already, Shellpoints official grace period was later on in the month since the loan was newly transferred. To restate for explicit clarity, this payment was made successfully, on time, and withdrawn from my account.
Shellpoint failed to process this payment. They have charged me late fees two times ( which I had to spend hours calling in and discussing with a supervisor to get removed ) because their mistake reflects as if I have missed a loan payment. I have called in many times ( probably around 15 times ) and emailed Shellpoint several times to resolve this issue. Each time I speak with them, they promise this issue will be resolved soon. Sometimes they say within 60 days, sometimes within 24-48 hours. Never has this issue been resolved. Ive spoken with 4 supervisors ( XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX ), as well as left a message with one supervisor of supervisors ( XXXX XXXX ), and been asked to email one customer service agent who did not respond when I did email and follow up ( XXXX XXXX ). Not a single person has successfully resolved this issue. The supervisor of supervisors did not call me back.
I have been told from several of the customer service agents that the payment on XXXX was in fact received by Shellpoint, but it was not processed. I dont know what that exactly means, but they have confirmed they received the payment. This payment of almost {$3000.00} was received by Shellpoint, but not processed, so Shellpoint has fallen back to blaming me and assuming I have not paid.
In the months since XXXX, I have paid on time every single month without fail. Shellpoint has received and processed all of these payments. I have spent so many hours dealing with this, receiving failed promise after failed promise that they will deal with this issue.
As of XX/XX/2020, they transferred the loan to XXXX XXXX. The information XXXX has says that I am a month late on my payments, so now they believe I owe this additional payment of {$2800.00}. If it hasnt yet, this is going to be reported fraudulently to the credit bureaus, thereby furthering the impact on me due to Shellpoints mistake. I have no power in this situation and Im unfairly being bullied for the mistakes Shellpoint made.
|
| 05/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have a property that I had fallen behind on payments due to loosing my ability to work. That mortgage was turned over to Shellpoint mortgage servicing. I entered into a modification agreement with Shellpoint to prevent foreclosure. I also made them aware that the property was being repaired and prepared for sale. I spoke with a point of contact I the loss mitigation department about once a week. I notified that contact when we entered into sales contract around the 1st week of XX/XX/XXXX. I also asked them for a final payoff good through XX/XX/XXXX. Two weeks passed, and I did not receive anything from Shellpoint so I made the request again and the representative assured me it would be emailed this time to prevent any loss in the mail. The second request was also never received. About a week before closing I made a final request one last time and also called the closing company to let them know I did not know the final payoff. The closing company sent me a form which they also requested a payoff good through XX/XX/XXXX. The closing company received a payoff faxed from Shellpoint Mortgage Servicing on XX/XX/XXXX with a perdiem schedule. As planned on XX/XX/XXXX the property closed. On XX/XX/XXXX a payment in full was sent to Shellpoint for the total payoff plus 5 days perdiem. On XX/XX/XXXX I was contacted by Shellpoint on the phone notifying me that I was now another month behind and they would be moving forward with foreclosure. I informed the representative that I had made a payment in full on XX/XX/XXXX and was told no payment was received. I contacted the closing company ( XXXX XXXX XXXX ) and the confirmed the payment was received on XX/XX/XXXX. After I called back to Shellpoint with a copy of the routing # and confirmation I was told that the payment was short around 600.00 for additional fees that were not included in the payoff which was sent to the closing company. The closing company told me to have Shellpoint contact them and they would correct any discrepancy. On XX/XX/XXXX Shellpoint returned the funds to the closing company without my knowledge. A few days after that Shellpoint called to harass me again about the shortage and nonpayment and that is when i found out the funds had been returned. This time I called them back with the closing company on the phone and at this time the story changed again. the representative on the phone now said they had paid additional taxes on XX/XX/XXXX. The closing company also collected the tax money at the closing. The closing company contacted the tax authority to confirm if they had received 2 tax payments and the tax authority informed them they had not. The only tax money received was from the closing company. On XX/XX/XXXX I called back to Shellpoint with the closing company on the line and a copy of the paid tax bill. I was informed the only way to clear the loan was to pay nearly 900.00 in taxes and penalties or they would just keep adding up. Shellpoint also informed me and the closing company that it would take 6 to 8 weeks for them to confirm them to confirm the tax payment and during that time because they returned the payment interest would continue to accrue. The closing company agreed to fund today to stop any interest. As of XX/XX/XXXX no payment has been made to the tax authority. I should not have to pay for Shellpoints mistake.
|
| 06/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
We have made every mortgage payment, without fail, on time, during our mortgage. We have missed no payments, no payments have been tardy.
In addition to our regular payments, we have made two additional payments -- {$1100.00} on XX/XX/XXXX and {$1700.00} on XX/XX/XXXX.
The {$1100.00} XXXX payment was to reimburse ( pay back ) XXXX XXXX for an escrow they improperly attached to our mortgage. XXXX subsequently removed and closed the escrow in XX/XX/XXXX.
NewRez however continued to collect for escrow, even though the escrow was closed.
, Subsequently, even though we and our attorney sent dozens of letters, faxes, emails, official complaint letters -- NewRez completely ignored everything, in violation of CFPB rules which state we are due answers or relief within 30 days.
The XXXX {$1700.00} payment was " paid under protest '' to keep NewRez from foreclosing on our home because the original XXXX payment was not credited correctly to our account and NewRez continued to collect for escrow -- by improperly taking now-closed escrow payments from our regular mortgage payments and reclassifying them as partial payments and charging penalties and fees.
I have made two previous complaints to this Consumer Financial Protection Bureau, CFPB complaint XXXX in XX/XX/XXXX and CFPB complaint XXXX in XX/XX/XXXX -- NewRez still has not corrected this problem.
In an XX/XX/XXXX response to our XX/XX/XXXX CFPB complaint, NewRez said this : " Your complaint states that an escrow account was established in error by your previous server XXXX XXXX ( XXXX ) in XXXX. XXXX paid your homeowners premium. When you discovered this error, you repaid XXXX for the funds paid in error for your insurance premium. The escrow should have been removed, but the payment was not applied correctly, and XXXX never removed the escrow from your loan. This caused each payment made since XX/XX/XXXX when this error occurred to be misapplied. You are requesting NewRez correctly apply all the funds since XX/XX/XXXX. All penalties and interest should be removed, and any partial payments resulting from the escrow added in error should be applied as esc row payments. The escrow should be removed. '' " ... All payments made since XX/XX/XXXX have been reversed and reapplied to your loan. However, BECAUSE THE the XX/XX/XXXX ESCROW BALANCE HAD ALREADY BEEN DISPURSED TO YOU ( italics mine ), a remaining balance is owed to satisfy the XX/XX/XXXX installment. '' Please note that we previously RETURNED to NewRez all " unapplied dispursments '' ( escrow balances ) paid to us in error because those funds were supposed to be applied to our regular mortgage payments, not disbursed to us. With a letter explaining why these amounts needed to applied to our regular mortgage payments -- we repaid NewRez/Shellpoint dispursement check # XXXX for {$85.00}, check # XXXX for {$790.00} and check # XXXX for {$1000.00}.
On XX/XX/XXXX, NewRez again sent documents saying our mortgage was past due ( bear in mind, we have NEVER missed a payment ) with another threat of foreclosure.
I appreciate that NewRez finally has removed the escrow from our loan, but ...
We still have not received back the {$1700.00} we paid under protest on XX/XX/XXXX to prevent foreclosure because of NewRez totally ignoring six months of letters and complaints NewRez to fix this thing.
|
| 12/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX my mortgage was sold from Ditech to NewRez LLC. At that time I voluntarily escrowed my property taxes but did not escrow my home insurance. Somehow during the transfer of my mortgage NewRez recalculated my escrow account evaluation to an outrageous calculation that quadrupled my escrow. From XXXX XXXX, Ive exchanged 50 calls to try and rectify the miscalculation. As a result of the miscalculation my payment went from approx {$800.00} a month to approx {$3300.00} a month. In XX/XX/XXXX NeRez responded to my request for a reevaluation of escrow and they determined that indeed the calculation was incorrect and reduced my payment. Although I had received notification of the reduced payment the website still reflected the approx {$3300.00} previous miscalculation and would not accept what it saw as a partial payment to be made. I still mailed in a check for what I new was the correct amount and they put that money into the escrow account didnt apply it to my regular payment. After another two months I finally got my account corrected. As soon as it was corrected then I started getting notices that they had no record of my home insurance.
I connected my insurance agent who emailed AND faxed verification that I in fact do have insurance and I have paid it privately since before NewRez acquired my loan. Despite multiple submission they claimed I had no insurance and placed a lender placed hazard insurance on my account for several thousands more than my actual insurance. In XX/XX/XXXX I was finally able to get the insurance issue corrected that proved I had always had insurance but now they are refusing to return the months of payments where they charged me for insurance that I already had. They told me it had to be put in my escrow account. So, I asked to CLOSE the escrow account completely and that I would pay my taxes privately. Once I sent a request to close the escrow account they DENIED my request to close the escrow account because of a late mortgage payment but the late mortgage payment was THEIR fault from the months prior and they had already corrected that and refunded the late fee. They are forcing me to have this escrow account despite my original loan did NOT require escrow account, the existing loan is LESS than 25 % of the value of the home, there is no record of me ever missing a tax payment, in the 17 years Ive had this loan Ive not have ONE missed payment until they purchased my loan, and the reason for denying my request to dissolve the escrow account based on the missed payment was ultimately due to their error in calculating the correct amount to begin with.
Further, they are now increasing my escrow payments AGAIN although my taxes havent increased. I believe they are illegally attempt to collect funds each month which they can make interest off for the entire year and then return as an over payment at the end of the year. When I spoke with a customer associate in XX/XX/XXXX she told me that I used had to keep paying whatever they charged and that I had to wait until the end of the year calculation to get any overage amount. Currently my escrow account has more than 2/3 the amount to cover my property taxes for NEXT YEAR yet they still claimed there is a shortage for next year. Their new calculation would have me paying more than 250 % of my estimated taxes.
|
| 06/15/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XXXX, I filed for divorce. In XXXX, I applied for my mortgage on my home. At the time, we were still legally married. I understand in the state of Florida, it being a spousal state, I had to have him sign my mortgage/ '' deed of trust '' and acknowledge that I was taking out the debt but he is not listed as a borrower nor is he on the recorded Warranty Deed.
Our divorce was uncontested, aside from custody. I have financial affidavits to show that he claimed his vehicle and debts, I claimed my vehicle, my home, and my debts. We did not fight for each other 's things, only argued custody.
I have also provided Shellpoint Mortgage Servicing with my divorce decree from a judge solidifying the magistrate 's write up on our divorce that we do not have rights to each other 's debts or personal property. Shellpoint stated that my home does not count as " personal property '' nor would they honor the verbiage stating my now ex husband has no rights to my debts as well. Shellpoint has stated several times that I needed to file a quit claim deed and remove my ex husband. My ex husband was never listed on the warranty deed, which is the only document I could file a quit claim on. They then changed their argument to " he needs to be removed from the deed of trust or we must have his signature on any modification you do on the home '' although we are divorced and have no legal rights to each other 's things. Also, they refuse to acknowledge that the lender is the only one who can change the mortgage paperwork/deed of trust now. I can not file any quit claim to remove him from those specific documents as they are not what matters, per the county and title companies, on who has rights to the home.
Shellpoint mortgage servicing also never informed me that my home was moved into foreclosure or was even in pre-foreclosure on any phone calls or emails between them and myself or my POC. I am also currently, continuously receiving statements while in foreclosure as well and Shellpoint was still attempting to collect money, on every phone call, while I was on a forbearance plan, prior to requesting the modification.
I was also informed by 2 employees at Shellpoint that they had a copy of my Title on file and that it stated my ex husband 's name on it. Both stated I could be provided a copy through customer service and that they would transfer me. Unfortunately, both employees chose to disconnect the call, rather than transfer me. Upon calling back and speaking to someone else, I was informed Shellpoint does not have a copy of my Title on file, so there is no way they could send me such a document.
My POC never escalated my calls, regardless of my request, to a supervisor. I was finally able to speak to someone after calling and requesting a supervisor 3 times.
I was also told by 2 separate employees that there shouldn't be an issue with me receiving my modification with my name alone on the documents, my ex husband not needing to sign it or be involved and that was denied as well.
It boils down to Shellpoint Mortgage Servicing is refusing to proceed with any modification on my mortgage, without the consent/signature of my ex husband. Who is a nonobligor, not on the Warranty Deed, nor is he a borrower to the loan, he has no legal rights per our court order or how the paperwork is written.
|
| 04/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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Hello, I previously filed a CFPB complaint regarding this issue in XXXX of XXXX. Our Loan Servicer, NewRez Financial is impossible to contact. I have tried multiple times to call every number I have for them, only to be left on hold for more than an hour, only to have them terminate the call on their end. If I do not get resolution to these issues, I will be referring this matter to our legal counsel.
The first issue we have is with the PMI removal process. When we purchased our home in XXXX of XXXX, between our down payment and equity we had in the property ( the house appraised at much higher than what we paid ) we already had roughly 15 % equity in the property. Based on the XXXX appraisal ( {$390000.00} ) and the balance owed XXXX XXXX ) which would give us 80.25 % LTV. I have attached a copy of the appraisal to this complaint. However, our property value has increased in the 4 years we have owned the property. My Husband is a XXXX, and he performed a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This was submitted to you in my last claim. The lowest end of the spectrum would still bring our LTV at around 73 %.
NewRez contracted with a local Realtor to conduct a Brokers Price Opinion for the property. He conducted a 5 minute walk-through of the house on XX/XX/XXXX. We, however, have never received a copy of his analysis. He refused to supply us with a copy of it ( Despite the fact we had to pay {$150.00} for it ) I brought this issue up in my original complaint about this matter. We received notification from NewRez that according to his analysis we did not meet their 75 % LTV requirement to remove our PMI. Now, when NewRez took over our loan, we were never notified of a change of any of the terms of our loan especially not any change to the terms of our PMI removal. If you review our original complaint, you will see my Husband performed a XXXX XXXX XXXX of the property at the same time as the Realtor performed his BPO. The lowest number in his valuation range would still bring us to around 73 % LTV. That analysis is also attached to this complaint for your review.
In the response we received from NewRez regarding this matter, they gave me 60 days from the date of the BPO assessment to dispute the findings. However, I can't dispute something I do not have. We called NewRez and spoke with an agent earlier this month, however she refused to provide us with any information in the BPO or to send us a copy of the BPO, claiming that it contained " Sensitive Information ''. She also said she would have a Manager call us back. 3 weeks later, and we are still waiting for that call. We have subsequently attempted multiple times to contact NewRez about this, however we are left on hold for 1-2 hours at a time, and then when someone does manage to pick up the call is terminated on their end. Therefore, I am left with no alternative than to file yet another complaint against them with you.
We are also having another issue with them regarding the management of our Escrow account however I will file that as a separate complaint. I had intended to discuss that on the phone with them as well, however as I have already explained, they are impossible to contact.
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| 09/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Follow up of complaint ID : XXXX After receiving the answer from CFPB on XX/XX/XXXX that Shellpoint mortgage approve our loan modification, we were excited. I immediately responded to Shellpoint mortgage about our intention to accept the trial period loan medication plan via email. On same day, XX/XX/XXXX, I also sent a written document about my acceptance with my first payment of {$2100.00} via US priority mail. Then suddenly, my family notified me that we have a court hearing for eviction on XX/XX/XXXX at XXXX in XXXX court at XXXX . I was shocked to hear the news and immediately called Shellpoint mortgage. I left message for XXXX XXXX in Escalation department, left message to XXXX XXXX XXXX my single point of contact ) and spoke with XXXX XXXX in customer care department. I informed XXXX XXXX about the court hearing. I also sent emails to both ( XXXX and XXXX ). Shellpoint mortgage neither return my phone call and nor did anyone answer my email. They decided to leave us helpless and defenseless. Since I am in overseas, I sent documentation to the Judge that I would be unable to attend the hearing. However, my wife attends the proceeding and produced the documents to the Judge which were sent by Shellpoint mortgage via CFPB. She mentioned to the Judge that we were approved for loan modification and we already sent our XXXX check. The Judge in her ruling mentioned that she would not rule who own the house but since other party ( XXXX XXXX ) bought the house from State auction, his paperwork supersede our paperwork. Therefore, we had to vacate the house by Tuesday, XX/XX/XXXX. After receiving that judgement, I and my family were heartbroken one more time and lost sleep. I frantically called to all three contact points of Shellpoint mortgage i.e. XXXX XXXX in Escalation Department, XXXX XXXX in Loss Mitigation Department and customer service on XX/XX/XXXX. I left messages for XXXX and XXXX but spoke with XXXX XXXX XXXX in customer care department. XXXX XXXX unsuccessfully tried couple times to speak with XXXX XXXX XXXX since he is my single point of contact. Finally, XXXX XXXX assured me that XXXX would call me back within 24 hours. I also sent an email to all point of contact. On XX/XX/XXXX since I did not hear from anyone, I called Shellpoint mortgage again and spoke with XXXX XXXX since XXXX was still unreachable. I insisted to speak with XXXX supervisor XXXX XXXX. She transferred me to his voice mail and I left message that we have less than 24 hours to vacate the house. I have yet to hear from any one of them.
We are a victim of Dual Tracking which is prohibited by US law. In the meantime, even though my first loan modification trial payment is not due until XX/XX/XXXX, I sent 1st check with the signed documents. I wrote a clear instruction not to deposit it until XX/XX/XXXX. I thought, since I live overseas and it takes time to send & receive mails, I do not want to be late of my first payment. Shellpoint ignores my request too and deposited the check on XX/XX/XXXX. We almost paid half a million dollars of mortgage payments since XX/XX/XXXX in a {$270000.00} home and spent another $ XXXX for home improvement about two years ago.
I hope CFPB will pursue this matter since this is a clear violation of Dodd-Frank Wall Street Reform and Consumer Protection Act of XXXX.
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| 01/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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see the timeline of numerous phone calls with a company called NewRez LLC / dba Shellpoint mortgage trying to resolve a incorrect legal description on a deed of trust : XXXX : XXXX called Shellpoint Mortgage for their assistance and they told us they could not do anything without the corrective Deeds being recorded and the customers authorization. We obtained both and send on XX/XX/XXXX.
XX/XX/XXXX, faxed all the required information in to XXXX with incorrect legal, correct legal and a copy of all the recorded documents XXXX XXXX, and corrective XXXX and XXXX ), and have customers authorization to allow us to discuss this issue with Shellpoint. We are a title insurance agent attempting to resolve the incorrect legal description for a customer.
XX/XX/XXXX I also e-mailed it to XXXX, I received an email from Shellpoint Mortgage saying they received it and someone would contact me back.
XXXX called to follow up. Talked to Specialist XXXX XXXX. Was told it would take 3-5 Business days and they would have a resolution. Told to call back XX/XX/XXXX XX/XX/XXXX called and talked to XXXX XXXX in Collections. She said she would get it taken care of, but that they never receive the documents we sent on XX/XX/XXXX, so I resent them ( see e-mail confirmation ). She told me to call back within 24 hours to get it completed.
XX/XX/XXXX, talked to XXXX XXXX XXXX with Tier 2, she told me it was in process and was to be completed by XX/XX/XXXX. They were preparing the Corrective Deed of Trust to send to the customer. She indicated a letter had already been sent to the customer indicating the issue would be resolved. She also told me that they did receive the documents on XX/XX/XXXX and they are in their system. I was told it was not complete yet, but to call back Tuesday, XX/XX/XXXX.
XX/XX/XXXX, talked to XXXX XXXX and she said it was not complete, to call back tomorrow.
XX/XX/XXXX, talked to XXXX XXXX, she said all my previous tasks had been cancelled due to lack of information. She said she needs to e-mail me the Note so I can verify some information on it, but she could not tell me what information I needed to verify. She could not tell me what information was missing from my requests or why the tasks were cancelled, but she said she re-submitted the request for me. She said the new date for it to be completed is XX/XX/XXXX and I have to call back then.
Additionally, every time I call, I am told that I have to call back to get it worked on, they do not work on it until I call. They do not respond or help in any way to resolve a critical problem for a customer that needs the legal description corrected with a corrective deed of trust that they need to record properly and a lien release completed on the old deed of trust for property at XXXX XXXX XXXX XXXX, XXXX, MO XXXX, account oan number is XXXX. Shellpoint phone number is XXXX.
XXXX XXXX, a closer for my title insurance company, is the one dealing with the correspondence above and she can not get them to take any action, they don't return phone calls, they have a different person work on it every time we call for status, they delete historical phone calls and data we send them. I have a second complaint I am sending similar to this one that will illustrate how poor of a job they do getting issues resolved for customers.
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| 01/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Filed for Chapter XXXX on XX/XX/XXXX. Mortgage arrears in the amount of {$8800.00} was included in the repayment plan confirmed by the federal bankruptcy court on XX/XX/XXXX. Original monthly repayment amount was {$430.00}. On XX/XX/XXXX, repayment amount was changed to a monthly payment of {$480.00} as a result of an appeal by the mortgage company and was to begin with the XX/XX/XXXX payment. Made house payments consistently every month prior to the due date beginning XX/XX/XXXX through now. Mortgage loan was transferred to Shellpoint Servicing on XX/XX/XXXX. XX/XX/XXXX received notification that escrow shortage caused monthly payment to increase by approximately {$100.00} ( Insurance and Tax amount has not increased in recent years ). Also in XX/XX/XXXX, received letter from Shellpoint that they would like to discuss our mortgage with us but needed permission from out bankruptcy attorney : the letter stated that because we had been such good customers and made timely payments that they could offer to forgo our XX/XX/XXXX payment and possibly our XX/XX/XXXX payment. We obtained permission from our attorney to speak with Shellpoint, but when we called we were told we had already had three modifications since the loan 's inception in XX/XX/XXXX so they would be unable to allow a deferred payment. In XX/XX/XXXX, received package by Shellpoint dated XX/XX/XXXX that included a repayment worksheet. On XX/XX/XXXX a motion was filed with the bankruptcy court to lift Chapter XXXX protection because it was alleged that the loan had not be paid as promised in the bankruptcy plan. Shellpoint listed two missing payments, the first being a XX/XX/XXXX payment. Prior to Shellpoint taking over our mortgage account, we had XXXX until they transferred the loan to XXXX in XX/XX/XXXX. We received statements from both XXXX and XXXX showing our payments were being made on time and consistently. After the motion of stay was filed by Shellpoint, we contacted XXXX to ask about our payment history ( thinking we may have made some sort of mistake ). However, XXXX assured us they showed no missed payments or late payments or anything else that would void our bankruptcy, repayment plan. Shellpoint has added {$6000.00} in late payments and attorney fees to our principal balance. Doing some research on Shellpoint has uncovered a great amount of customer complaints able their business practices. In one instance, funds cleared our bank on the XXXX of the month, but Shellpoint did n't post to our account until the XXXX of that month ( where was my money for this 27 day period? and why was it made to look as though I was late paying my mortgage? ). This shady company seems to be deliberately causing excess fees in an attempt to force homeowners into foreclosure or other types of default. In my case, I have two mortgage companies saying we did everything just right, and Shellpoint saying we are in default for payments that were due/paid 3 years prior to them obtaining our mortgage account. We have been blindsided by Shellpoint - never received a letter, phone call saying there was a problem. The first indication we had that something was wrong was when we received the notification from the bankruptcy court that Shellpoint had filed a motion to no longer be obligated to honoring our Chapter XXXX protection.
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| 12/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX # /account # XXXX -- -Formal Complaint filed on NewRez website. Although their website states you can upload documents, when you attach a PDF, it does not submit. Same PDF as attached to this complaint.
XXXX Requested information on making large principal payment from NewRez. On XX/XX/XXXX NewRez issued letter stating Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry. They never followed with any other correspondence regarding the matter.
XX/XX/XXXX made payment {$610.00} Statement says {$170.00} paid to Interest and {$440.00} paid to principle. Principle balance after payment is {$60000.00}. Interest rate is 3.375 %. 15yr term, No escrow holding.
XX/XX/XXXX went on website to make large PPL payment. Made payment of {$610.00} of which {$160.00} was applied to interest and {$440.00} was applied to principal even through only 23 days transpired between the XXXX payment and the XX/XX/XXXX payments. The interest accrued for those 23 days calculates to {$130.00}. Also, on XX/XX/XXXX I followed immediately with another payment of {$19000.00} principal only payment ( for a total of {$20000.00} paid that day ). XX/XX/XXXX paid monthly payment of {$610.00} of which {$110.00} was applied to interest and {$500.00} was applied to principal. ( Only 9 days of interest accrued from the XX/XX/XXXX payments which calculates to {$26.00}. NewRez has overcharged for interest and needs to reapply to interest and principal. NewRez charged {$280.00} in interest for the period when the actual interest that accrued is {$150.00} I telephoned NewRez on XX/XX/XXXX, explained the math and asked them to correct the issue. It appears someone tried to do something on XX/XX/XXXX based on the activity shown on their website, however it did not correct the misapplication of interest and principal. ( Note : I received a letter from them dated XX/XX/XXXX, in which they state, We are working to gather the requested information and will forward it as soon as possible. I never got another response from them. ) Seeing the activity on my account from XX/XX/XXXX I followed up with another phone call to them on XX/XX/XXXX and spoke to a service rep named XXXX ( seemingly a Tier 2 Supervisor ). During the phone call She advised that she filed a complaint with NewRez on my behalf regarding the mistake and would get the issue resolved. She further advised that I would be sent amortization with the corrected information. As of XX/XX/XXXX they have not corrected the issue, nor have I received any further communications from NewRez. The information on the website does not show that the error has been corrected.
New Rez needs to correct the principal and interest allocation to the loan for the XX/XX/XXXX payment, the XX/XX/XXXX payment and this would reduce the principle by the {$120.00} ( amount of interest they overcharged as of XXXX ), thus each payment since that have overcharged for interest and also needs corrected.
Along with this complaint on NewRezs website I will also be filing a complaint with CFPB as NewRez not only misapplied the payments and failed to correct it after two complaints by me, and they neglected to follow through with their own verbal commitments that were made to me in the phone conversation.
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| 11/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In reference to Shellpoint/New Rez response letter dated XX/XX/XXXX acknowledging errors. They stated the Escrow balance ( Paid Year to Date ) XXXX, XXXX is an accurate amount of {$60.00}. Again, I am having to dispute their management of my mortgage account and request explanation of the Shellpoint/New Rez accounting of the Escrow balance. My payment records show that on XX/XX/XXXX a payment of {$860.00} was received by Shellpoint/New Rez for the XX/XX/XXXX mortgage statement. This payment reflects on the Escrow payment ( Paid Last Month ) on the XX/XX/XXXX mortgage state in the amount of {$230.00}. But, on XX/XX/XXXX a payment was issued to ShellPoint/New Rez in the amount of {$1500.00} to be applied to the XX/XX/XXXX mortgage statement. The amount of {$530.00} ( Paid Last Month ) from the {$1500.00}, on the XX/XX/XXXX mortgage statement but the ( Paid Year to Date ) shows {$60.00}. Something is wrong and inaccurate with this accounting, please explain what happened? The statement says you collected {$530.00} for XX/XX/XXXX escrow payment but the ( Paid Year to Date ) for XX/XX/XXXX is {$60.00}. Where is the rest of the money?
Also, the amount of {$760.00} deducted for interest payment for the XX/XX/XXXX mortgage statement is inaccurate and ( overcharged ). Why did you charge me more than 4.25 % on the outstanding principal of {$100000.00}? The interest amount for the month of XX/XX/XXXX, should only be {$380.00}. What did you with the money overcharged for interest? Shellpoint/New Rez received a payment in the amount of {$860.00} on XX/XX/XXXX for the XX/XX/XXXX mortgage statement which also should reflect an escrow payment in the amount of {$230.00} ( Paid Last Month ) which means ( Paid Year to Date ) should equal the amount of {$710.00} on the XX/XX/XXXX mortgage statement. Again, mismanagement of mortgage loan account and now the escrow account is badly affected showing a shortage and needs to be corrected. Please explain what happened with the escrow account balance for XX/XX/XXXX?
Again, I am requesting a full and complete explanation from ShellPoint/New Rez accounting of the escrow account. The explanation needs to show how ShellPoint/New Rez received regular payments and a overpayment and only {$60.00} was applied towards escrow account ( Paid Year to Date ) instead of {$530.00} after receiving a {$1500.00} payment to be applied to XX/XX/XXXX mortgage statement? Also, explain the interest charges over the 4.25 % of the principal for months collected.
I have attached monthly proof of payments, my evaluation/analysis of escrow payments and expenditures. Also, attached is Shellpoint/New Rez mortgage statements and their escrow account analysis report which both show discrepancies against one another. I need to know where is the missing money ( funds ) that should have been applied to the escrow account? Based on my evaluation and analysis of the payments received there should be at least a escrow balance ( Paid Year to Date ) of {$2700.00} for XX/XX/XXXX. If you actually applied {$530.00} to XX/XX/XXXX as shown on the XX/XX/XXXX mortgage statement this should be the escrow ( Paid Year to Date ) for XX/XX/XXXX not the inaccurate amount stated of {$60.00}. At your earliest, please explain this mess and where is the rest of my money for escrow account?
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| 10/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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My mortgage was transferred to Shellpoint in XXXX of XXXX and they purchased my loan from XXXX XXXX XXXX XXXX also know as XXXX XXXX. The first few payments were made with no issues as they have been for XXXX straight months since we purchased the home in XXXX. During this time we were never notified by Shellpoint at all besides the original letter of them taking over the mortgage. We never received a mortgage statement digitally or via Mail for the Months of XXXX through XXXX. Our first ever statement was sent to us not until XX/XX/XXXX showing a statement closing date of XX/XX/XXXX after this entire mess has started and was already in motion. Apparently for a reason we still don't know my payment in XXXX or XXXX we still don't know failed or was not taken from my bank like the prior payments have been. We were never notified by mail or by phone by Shellpoint at any point in time during this issue. We were never aware for any reason that the payment did not post as scheduled. All mortgage documents are in My name. My wife is on the deed for the house but not on the mortgage itself. Since she is going through a personal Bankruptcy Shellpoint took it upon itself to stop communication with me in regards to my mortgage which I might ad was never late or Delinquent. They never responded about the failed payment. The following month the payment was made again as scheduled. However due to the failed payment we were no delinquent even thought we made the following months payment. We finally started received the statements again as stated above in XXXX XXXX. Even when finally calling the bank in XXXX and trying to fix what happen Shellpoint refused to give me information about my account blaming it on my wife 's Bankruptcy. We believe the bank to be extremely negligent with incorrect data regrind the loan and the payments and the complete lack of transparency and communication regarding the loan. Even after figuring out what happen on my own and getting the mortgage caught up immediately they still hit my credit report with 30 Day late Payments for the months of XXXX and XXXX of XXXX. I reached out to have a full investigation done on my account and my requests have been ignored by all sending multiple emails to there dispute resolution department at XXXX This chain of events has caused me sever financial loss. By reporting my credit file in this manner they have caused several credit lines of mine to get reduced and loan opportunities to be withdrawn. There negative actions have caused me sever finical short term harm to my credit file and credit score due to there neglect and failure to handle the account in the proper fashion. We have never seen such lack of regard to how an account is handled. With no communication with the customer. We are requesting a full investigation being opened into this matter by someone of the executive team of Shellpoint. There process needs to be reviewed for serious flaws to customers and lack of communication and reporting. After our account is reviewed we are hoping they do the right thing and fix our credit reports with false miss leading information. Which was a result of them handling the situation improperly from the start. We have counsel ready to help us on this matter if we can not rectify through dispute resolution first.
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| 09/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Please, I am begging you to help me. Please don't accept the lies that Shellpoint with provide you without doing a full investigation.
New Rez dba Shellpoint Mortgage Servicing placed my account into an unauthorized and illegal forbearance program on XX/XX/2020. This was done without my consent or knowledge. Prior to this forbearance, my account was set up to draft payments bi weekly. I have also just learned that from the inception of the loan that payments have not been properly applied or at least timely which means daily interest has continued to accrue and portion of payments applied to principal have been less, interest paid has been more. This had been going on for two years to my account. ( Attached is my payment history with New Rez ) Because my account was placed in to an unauthorized forbearance program, New Rez deducted two payments from my account in XX/XX/2020 only to find out that one of the payments was redeposited. I called XX/XX/XXXX to find out why two additional payments were also not deducted for XXXX and that is when I learned of the forbearance program, I immediately insisted that we be removed and logged onto New Rez to make payment. A week later, I realized that New Rez did NOT accept that payment either as they stated it was not a full payment because of the returned payment in XXXX, which nobody from New Rez could explain. All phone calls are recorded from New Rez, when we called, nobody could explain why this happened. We also started to get NSF fees applied to our account. In the first week of XXXX I had to pay New Rez XXXX dollars, full payment for XXXX, XXXX and half a month for XXXX to get out of this mess. New Rez will also not allow me to set up reoccuring payments any longer.
Since this has happened, they have reported me delinquent with the credit agencies affecting my credit. My credit has dropped from XXXX in XXXX to XXXX in XXXX. As you may know, under the CARES Act, no loan accounts placed in forbearance may be reported as delinquent, making the action taken by Shellpoint outright improper. ( I am also attaching a letter from Shellpoint, admitting to error and yet refusing to fix my XXXX ) Shellpoint has refused to fix my XXXX showing that I am delinquent on my account. I only found out from hiring an attorney that according to shellpoint my account was still under forbearance through XXXX. I am trying to refinance my home to get away from Shellpoint but my new lender is in need of a correct XXXX which Shellpoint will NOT provide. I am unable to reapply for a new refinance after my lock expires because shellpoint has destroyed my credit.
What they are doing with payments is also illegal. They are affecting thousands of consumers with their illegal practice. A full investigation needs to be completed. They are illegally placing people without their knowledge into forbearance and then turning around to ruin their credit, and reporting them delinquent, all illegal acts. They are not applying payments correctly stealing thousands of dollars in interest from consumers like me.
Heres correspondence received from NewRez dba Shellpoint Mortgage Servicing acknowledging the error.. Note that the loan account was placed in forbearance on XX/XX/2020 and the account remained in such status until XX/XX/2020.
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| 09/20/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My original complaint : Shellpoint Mortgage is inaccurately reporting on my credit report, attached. This loan was originated by XXXX XXXX XXXX in XX/XX/XXXX. I filed for Bankruptcy and the loan was discharged XX/XX/XXXX. XXXX XXXX XXXX Sold the loan and Shellpoint Mortgage began servicing the loan on XX/XX/XXXX. I am not legally liable for the debt due to discharge XX/XX/XXXX. I am aware the lien survived, is attached to the property and if payments are not made, the private entity who owns the loan can start the Foreclosure process to recoup the lien amount. Shellpoint Mortgage can not legally report anything on my credit report other then a Balance of {$0.00}, the comments " Included in Bankruptcy '' and Date Reported as XX/XX/XXXX because it is Discharged. Currently, Shellpoint is reporting the Date Reported as XX/XX/XXXX and Date of Major Delinquency First Reported XX/XX/XXXX.Shellpoint Mortgage is breaking the law by reporting a delinquency and or missing payments. I demand for these items to be removed immediately. My Credit and Credit Score has been affected and have actively worked for the past year to resolve this misreporting and the issue still persists.
Shellpoint 's Response : Upon investigation of your dispute, Shellpoint has determined that were are reporting this loan to the consumer reporting agencies ( " CRA 's '' ) with the appropriate Consumer Information Indicator for Discharged through Chapter XXXX Bankruptcy. However, since the discharge occurred prior to Shellpoint 's servicing, we have determined that we do not need to report this loan at all. The prior servicer should have reported the discharge action when it occurred, and then the reporting should stop. No further updates are needed to the CRA 's after the discharge. Therefore, we have submitted a request to the CRA 's to permanently delete the Shellpoint tradeline. Please allow a few days for the CRA 's to process our request.
XX/XX/XXXX Complaint Shellpoint Mortgage added Lender Paid Insurance Policy to the property attached to the loan and deducted it from the Property Tax Escrow Account with out my consent. The original loan did not impound a Home Insurance Policy with the Escrow Account. The Insurance policy became effective XX/XX/XXXX and {$430.00} was deducted from my Escrow Property Tax Account, making my Escrow Account short for property taxes. Shellpoint acknowledged their mistake, canceled the policy XX/XX/XXXX and only refunded {$140.00} out of the total {$570.00} Policy Amount. Shellpoint is refusing to refund the total amount of {$430.00} nor willing to start the refund request without me submitting an Insurance Policy to show coverage for that time period. I do not need to submit any documentation as this is a mistake Shellpoint made and caused my Escrow account to be short for my property taxes. Due to Shellpoint 's mistake, they increased my mortgage payment to cover their Lender placed Insurance Policy and I inferred the extra amount was for the property taxes. I received a letter today indicating the Loan has been Sold to XXXX XXXX XXXX , XXXX and will become the effective Servicer XX/XX/XXXX making it more difficult for Shellpoint Mortgage Servicing to refund the Lender Paid Insurance Policy to my Escrow account before it gets transferred.
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| 08/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I wired the {$66000.00} payoff mortgage balance to NewRez from XXXX XXXX Bank following NewRez 's exact wiring instructions in XX/XX/XXXX email.
Wiring Instructions- * You must include the " Reference '' information listed below if wiring funds * Bank Name : XXXX XXXX XXXX # : XXXX Account # : XXXX Account Name : NewRez Reference : XXXX / Then, XXXX, NewRez, and I verified pertinent details on a 3-way call. Right after, I called XXXX and NewRez back to confirm that everything went through. On XXXX, a NewRez rep told me that my payoff wasn't posted yet, they were processing my wire, and not to worry about the per diem interest.
Shockingly 20 days later on XX/XX/XXXX, a XXXX customer care rep informed me that XXXX XXXX returned {$66000.00} without any reason. I called NewRez countless times since XX/XX/XXXX to resolve this issue. I repeatedly and adamantly told them that I will NOT pay any extra interest for their mistake. Either they can zero out my balance or accept the XXXX payoff since the issue is on their end.
Several NewRez reps, leads, and supervisors kept telling me that they did not receive the wire ; they were investigating it, and shamelessly schemed to encourage me to pay the extra per diem interest in the meantime to clear my balance.
They asked for proof of payment in the form of a bank statement, so I faxed and emailed it on XX/XX/XXXX. NewRez reps always promised to call back with updates, but they never did.
After several more calls on XX/XX/XXXX, NewRez team lead XXXX XXXX, asked for wire instructions as more proof. Promptly, I set up a 3-way call in which XXXX rep XXXX confirmed NewRez 's wire instructions with NewRez rep XXXX XXXX XXXX
NewRez asked for more time to investigate and on XXXX, I received the following email : " After our investigation on the returned wire, We did receive a wire in the amount of {$66000.00}, but the wire details lacked identifying information. The wire was rejected due to being unable to locate an account with the information provided.
You will need to resubmit the funds, and to be sure to include your loan ID ( XXXX ).
The approval to back date has been denied due to non-SMS error.
See below for the original wire details : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX XXXX BANK XXXX XXXX XXXX XXXX XXXX XXXX NEW YORK UNITED STATES XXXX XXXX XXXX XXXX XXXX XXXX NEWREZ LLC XXXX XXXX XXXX XXXX SC XXXX US Completed XXXX XXXX ( Time Released XXXX Wire Instructions XXXXXXXX XXXX : Bank Name : XXXX XXXX Bank Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX SC XXXX Bank Acct : XXXX XXXX XXXX # XXXX Acct Name : XXXX XXXXXXXX XXXX Reference ( loan ID # & Borrower Name ) '' Straightaway, I called to payoff the XXXX balance again, but NewRez reps and supervisor XXXX XXXX kept asking me to pay the new XXXX XXXX balance {$64000.00} to resolve it. I repeatedly told XXXX that we followed all their wire instructions, provided the needed proof, and the mistake is on XXXX XXXX 's end and I will report them to XXXXCFPB. I then paid my regular monthly {$2000.00} to avoid late fees.
This scheme to get more per diem interest is unacceptable. It shouldn't be harder than pulling teeth to payoff my mortgage. Congrats, NewRez ranks as # XXXX worst financial institution.
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| 07/18/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX, I filed a complaint ( XXXX ) against Shellpoint Mortgage Servicing for inaccurate information provided to me about the loan modification process, not holding to what they said they were going to do, and inaccurate delinquency reporting to my credit. I received a response to this complaint on XX/XX/XXXX. In this response, Shellpoint Mortgage Servicing agreed to submit an interim report under control number XXXX to the CRA 's to change the reporting for XX/XX/XXXX and XX/XX/XXXX to no data. My XXXX and XXXX reports were updated with no data reporting for XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX as Shellpoint agreed to do in their response. It lasted for XXXX days and then on XX/XX/XXXX, the negative reporting was re-reported for XX/XX/XXXX and XX/XX/XXXX dropping my credit score again.
This led to another complaint ( XXXX ) filed with CFPB on XX/XX/XXXX, after attempting to make contact with Shellpoint via email about the issue and not receiving a response. On XX/XX/XXXX, Shellpoint submitted a response to the complaint stating, " In further review of your loan, we have confirmed an automated credit dispute verification ( ACDV ) form was completed during our correction of the error. As the ACDV was answered after the interim report was submitted, the update was not processed properly as XXXX is still reporting the late payments. To ensure the late payments are removed, we completed another interim report under control number XXXX on XX/XX/XXXX, to report XX/XX/XXXX and XX/XX/XXXX as no data. Please allow five to seven business days for the update to reflect with the CRAs. '' As of today, XX/XX/XXXX, my Shellpoint Mortgage Servicing account via XXXX is showing true and accurate. My loan is showing current and XX/XX/XXXX and XX/XX/XXXX are reported as no data as agreed upon by myself and Shellpoint. However, my XXXX is showing no data for XX/XX/XXXX, but showing late reporting for XX/XX/XXXX and XX/XX/XXXX despite Shellpoint 's following statement in their XX/XX/XXXX response, " As the loan modification was processed on XX/XX/XXXX, the loan was reported current to the CRAs for XX/XX/XXXX. '' Additionally, my XXXX report was never corrected after the re-reporting of the late payments for XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX. Therefore, as of today, XX/XX/XXXX, my XXXX report is showing 90-day and 120-day late reporting for XX/XX/XXXX and XX/XX/XXXX, respectively.
To resolve this ongoing issue, I have attempted to reach out to Shellpoint Mortgage Servicing to no avail. I have also disputed the account with the CRA 's ( XXXX and XXXX ) citing Shellpoint 's responses to my complaints through the CFPB on XX/XX/XXXX and XX/XX/XXXX, but each dispute has been closed with the conclusion that Shellpoint Mortgage Servicing has verified the reporting for XX/XX/XXXX and XX/XX/XXXX as true and accurate despite their stated course of action to correct the reporting to no data in their responses to CFPB.
This makes the third time I am having to file a report against Shellpoint Mortgage Servicing for not holding true to what they say will happen or what actions they say they will take. It is the same lack of integrity, accountability, and fair business practices that started my issues with Shellpoint Mortgage Servicing in XXXX of XXXX.
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| 08/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Consumer Financial Protection Bereau, On XX/XX/XXXX, I was informed by Shellpoint Mortgage lender about an additional fee I would need to pay for home insurance. The new monthly mortgage amount increased to {$5000.00} XXXX from the previous amount of {$4600.00} XXXX. I called, spoke to a representative and emailed proof of insurance to XXXX, stating I've switched my home insurance to a new provider, XXXX. I attached proofs in my email to XXXX.
In XXXX, I noticed my monthly mortgage still included the additional fee which totaled to the {$5000.00} amount. It has not been corrected. I then called back and spoke to another representative. She stated I needed additional HOAXXXX insurance. At this point, I purchased HOA insurance with XXXX XXXX. I sent a copy of the insurance to XXXX XXXX XXXX but never heard back.
In XXXX, after speaking with several representatives at Shellpoint to resolve this matter but to no avail, I asked to speak with a supervisor named, XXXX XXXX, a manager in its Insurance Division. I resent all required proofs of insurance to XXXX, who informed me all is now resolved. My XXXX mortgage amount would reflect the correct amount of {$4600.00}.
In XXXX, I went to make a payment, I was informed that my monthly amount has increased to {$5000.00}. I called again, and was told it would take time for the system to reflect the accurate information. The correct amount was {$4600.00}, which I paid.
In XXXX, again I went to make a payment, and again, a representative told me that I now needed to pay {$5000.00}. I provided her the background information. I also resent my proof of insurance to XXXX on XX/XX/XXXX. The representative made a manual adjustment and took my payment of {$4600.00} over the phone.
Starting Saturday, XX/XX/XXXX, I received calls from Shellpoint, stating I'm behind on my mortgage. The harassment calls continued onto the following XXXX XXXX and XXXX At this point, I am now very frustrated, but concerned that Shellpoint would put a foreclosure on my home and ruin my credit due to their own incompetence. Again, I called and this time spoke to XXXX XXXX.
I spoke to XXXX, who was helpful. She examined the previous payments and records, and found no data or documents that justified Shellpoint 's increase amount of {$5000.00}. XXXX filed a complaint on my behalf, and asked Shellpoint to show clear explanations of the increased amount.
On XX/XX/XXXX, I received a document from Shellpoint stating I now owe {$10000.00} and is due by XX/XX/XXXX. The document showed a ESCROW credit to my account in the amount of {$1300.00}. But, it did not show my last payment on XX/XX/XXXX in the amount of {$4600.00} was applied.
After 6 months of trying to work with and solve this problem directly with Shellpoint, no progress or resolution has been made. I am now reaching out to you for help.
Shellpoint has caused me many hours of loss work, in addition to the emotional XXXX and concerns over losing my home due to their incompetence.
Please help!
I can be reached via email at XXXX, or by phone at XXXX XXXX XXXX XXXX.
Regards, XXXX XXXX, home owner of XXXX XXXX XXXX, XXXX XXXX, CA XXXX.
P.S. I have also reached out to local XXXX stations to help me in resolving this matter with Shellpoint.
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| 10/13/2020 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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From XX/XX/2020-XX/XX/2020 I have been trying to get Shellpoint Mortgage company to accurately report my payment status to the 3 credit reports. In XX/XX/2020, I entered into a forbearance agreement with Shellpoint and was told verbally and in writing that I would not be penalized as long as I was on the plan and they would not report to the credit agencies that I was late on the monthly payments. In XX/XX/2020, I called Shellpoint and asked them to take me out of the forbearance plan and in that phone call I made the monthly payments XXXX, XXXX, XXXX, and XXXX. I also asked why they haven't been reporting my payments to the credit agencies and was assured that they would update my information to reflect the current/on-time payments, as per the forbearance agreement. In XX/XX/2020, I checked my credit report and saw that they actually reported my monthly payments as LATE and inaccurately reported the total balance due on my mortgage, which drastically lowered my credit scores. I immediately called Shellpoint and was connected with XXXX XXXX from the Loan Mitigation Dept ( XXXX ). He admitted Shellpoints error and assured me that they would correct it as soon as possible : the late payments would be removed and my credit reports should show as ALL CURRENT, in addition, the total balance due on my mortgage would be updated. During that call, I made myXX/XX/2020 monthly payment, as well as an additional ( principal only ) payment to lower my total balance even further. In early XX/XX/2020, I checked my credit reports and was shocked to find that Shellpoint never corrected their erroneous reporting as promised. I called XXXX XXXX once again and was told that he would take care of it. I checked my credit report again on XX/XX/2020 and XXXX XXXX seemed to give me the run around. I sent a fax and an email to the Loss Mitigation Dept requesting for this matter to be corrected ASAP and I attached my current credit reports, as well as a copy of the forbearance letter from Shellpoint. On XX/XX/2020, I spoke with XXXX XXXX from Shellpoint and explained the situation. She assured me that the erroneous late payments would be immediately removed. Last week, I received a call from XXXX XXXX XXXX phone number is XXXX ) who claimed to be a Supervisor at Shellpoint Mortgage. She provided assurances that she would fix this disaster created by Shellpoint. I called her today XXXX XX/XX/2020 XXXX to find out what the situation is since my credit reports haven't been updated accurately. I found out that she fraudulently presented herself as supervisor for Shellpoint ( which she is not ) and when I tried to get more information on her actual job title and what my account status is, she hung up on me! I tried reaching her again but she did not take my call. It's XX/XX/2020, I checked my credit reports and Shellpoint has yet to make due on their promises to correct their mistakes. This is having a major negative impact on my credit report and my ability to refinance my mortgage. I have been given the run around from Shellpoint Mortgage company for over 5 MONTHS! This issue has greatly affected my business because I was planning on purchasing another investment property but I ended up losing it because of this refinance that I wasn't able to do.
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| 08/15/2017 |
Yes |
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- Trouble during payment process
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Web |
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I purchased my townhome in XX/XX/XXXX and I 've never been late on a mortgage payment. Shellpoint Mortgage took over my loan in XX/XX/XXXX and proceeded to tell me that I did not have insurance on my property. My Mortgage always included my Taxes and Insurance as my total payment. When they recieved my loan, they did not pull the information from my previous lender. Shellpoint notifies me in XX/XX/XXXXthat they have placed Lender Hazard insurance on my property due to the fact that they did not have the exterior policy information from my previous lender. I received a notice from Shellpoint in XX/XX/XXXX saying my mortgage payment was going to increase almost $ 400/mo due to an escrow deficiency. I immediately contacted my Homeowner 's association and had them fax over the documents on XX/XX/XXXX ( Which I have documented was included on the fax they sent to Shellpoint with proof of receipt ) I called Shellpoint on Friday, XX/XX/XXXX to confirm they recieved the documents. The associate said they did and they will re-run an escrow balance to get everything taken care of. I was told to give it a week and I will receive a letter from them with the changes. I heard nothing from them until I reached out on XX/XX/XXXX to get an update and I was told nothing was sent over. I immediately asked to speak with a Manager. I was called on that evening by a Manager stating her name was XXXX XXXX, she stated they did n't recieve the right paperwork and asked me to send her the documents from my Homeowners Insurance company, which I gladly did. I had verbal confirmation from XXXX XXXX that the document I sent her is what she needed and everything will be taken care of. She told me she would be my direct contact going forward and provided me her information. However, the information she provided me on her E-Mail signature was wrong in an effort to mislead me from calling the office to check on things. I have her correct phone number on my caller ID from when she reached out and I left multiple voicemails and sent multiple emails directly to her which all went unanswered.
I finally called back on XX/XX/XXXX and spoke with XXXX XXXX XXXX who put me through the same hurdles. After sending her the documents that I initially forwarded over to XXXX XXXX, I was specifically told that she spoke with someone in the insurance department and the escrow would be updated. I was told that when it comes time to make my payment, to call her on XX/XX/XXXX and specifically ask for her and she will be able to allow me to pay the original {$1200.00} that was what I have been paying for years.
Today is XX/XX/XXXX, I called and asked for XXXX XXXX as agreed upon and it just so happens she was not available and neither was XXXX XXXX. I spent multiple hours on the phone with a member of the insurance team today with no resolution, I was told to expect a phone call from another manager today and still as of now, which is XXXX eastern time, I have heard nothing ... .again!
I have been going back and forth with this company for over a month and a half now with absolutely no resolution in sight.
This all could have been avoided if they had pulled my information from my previous lender properly or if ANY of their managers did their job with some follow through.
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| 05/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX our account was sold to and transferred from XXXX XXXX XXXX, to ShellPoint mortgage Servicing. We received a welcome packet and a how to understand your statement packet and account and monthly payment and such. And on XX/XX/XXXX a letter was mailed out and stated we where behind XXXX. And I called and spoke to a representative he said he couldnt tell me what it was for that he had limited access to my account. I called again and no one could tell me anything about past due fees I asked them how do the receive my account info from previous servicing company, they said in spurts ; it all didnt come at once that it can take up to 60 days. Then on XX/XX/XXXX we received another letter for loss of mitigation stating that we owed XXXX, XXXX, I called spoke to XXXX XXXX asked what these charges were for, she said past due fees for legal and other fees ; i asked for what dates and such she said she couldnt see or have access to that info, I do acknowledge that we owed XXXX and XXXX payment, but payed both on XX/XX/XXXX for a total of XXXX, our monthly payment is XXXX. I sent a email too them stating I wanted a complete breakdown of such charges per Mrs.XXXX on XX/XX/XXXX and have yet to hear from them, I understand they have 30 days to respond, but my concern is they will start foreclosure process. And when I was finally able to long in after weeks of not being able too, I couldnt print a statement to see what charges were for, on my profile its jus says no statements are available and its goin on 3 months now that we been with them, I just want dates and explanation of where and why they say we owe legal fees of XXXX and other fees {$1500.00} which brings to a total of {$5000.00}, that I was able to see and print out on XX/XX/XXXX. And explanation of why after I payed XXXX and XXXX we were put without my acknowledgement or consent on a Forbearance and Deferral plan. After I payed past due months and didnt find out till I called after looking online for a update on my account and seeing that we didnt have to make a payment till XX/XX/XXXX, when I asked Mrs. XXXX, she stated, so you dont want a deferral, I said no why due I need it if were caught up with XXXX and XXXX and just due for this month, and that my only concern is where there getting those legal and other fees from and what could we due to put ahold or stop to loss of litigation process till I get a full explanation of charges. And why and were was XXXX payment not showing on line, where was that money applied too, she said well you payed on XX/XX/XXXX, so it would be too much to go back and do sum thing she stated but cant remember, this company cant give me any breakdown of said charges and the way there shooting off letters. Im fearful there just after our house and after reading of one lawsuit settled in Massachusetts for XXXX and another class action lawsuit filed in XXXX in New Jersey for supposedly illegally-aged debt that was old to look new. And one in XXXX for illegal kickbacks from insurance companys, which they agreed to a settlement. And one in XXXX for illegally refused payments. Im starting to think there just a fraudulent company, If the fees are valid we will gladly pay them, jus give us a breakdown and explanation on said chargeS.
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| 08/31/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I began dealing with Shellpoint XX/XX/XXXX. Prior to that my XXXX mortgage was service by XXXX loan services. At that time I was also pursuing a loan modification. I had submitted XXXX proposals for a settlement. Upon the XXXX settlement proposal they sold the loan and it is now managed by Shellpoint loan servicing.
XX/XX/XXXX I began the loan modification process with Shellpoint. Over the course of the next 15 months I worked on sending documentation. Numerous times I would receive letters in the mail stating that I did not send the required documentation. Sometimes it was a matter of me re-sending them the same email containing the documentation, which I had sent, but they stated that I did not. Other times it was for additional documentation which was not requested in the loan mod packet. Over the past 16 months I 've had XXXX or XXXX different individuals for points of contact. Those individuals do not return your phone calls. I 've asked to be connected to their supervisors. The supervisors do not return your phone calls either. On the brief chances that I was able to get in contact with someone at Shellpoint they always ask me to verify my contact information because their notes show that they 've attempted to contact me. Each time they read off phone numbers that are not mine and ones that I did not provide. At those times I again provide them with my correct phone #. I 've spoke with individuals who state that they are emailing my point of contact along with their supervisor and I will receive a call back within 24-48 hours. I do not ever receive a call back.
What led me to this point of filing a complaint is because on XX/XX/XXXX I finally received word that the investors would approve a modification. They would approve a 2 % reduction, effectively reducing my interest rate from 9.6 % to 7.6 % but only for 3 years. This was contingent on me making several months of trial payments. From XX/XX/XXXX to XX/XX/XXXX I placed several calls and left voice messages asking for updates. I did not receive any calls back and was only given updates that they were still waiting to hear from the investors. On XX/XX/XXXX I was told that there was still no new info as well as my point of contact and his supervisor were on vacation. On XX/XX/XXXX at appx XXXX XXXX XXXX contacted me to tell me that there was a mixup with some paperwork and my trial payment play had started XX/XX/XXXX. She stated that at this time I had XXXX options. I could make a double payment right then or I could start the loan modification process all over. I was extremely worked up about this news. I do n't know how I can be penalized for mistakes on their end. I abruptly ended the call with her. I proceeded to call back to speak with someone else only to find out that she XXXX is yet another new point of contact. The individual that I spoke with did not agree with XXXX and stated that they should be able to push out the trial payment play 1 month since it was their issue. They connected me to XXXX 's supervisors voice mail for me to leave a message.
I 've spoken with other individuals to find out that her supervisor is a XXXX XXXX. Since XX/XX/XXXX I have called daily leaving at least 1 voice message per day. I have yet to get a return response.
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| 10/05/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I requested a loan modification through my mortgage servicing organization, New Penn Financial. The organization received these documents and only AFTER, I contacted them as to the progress of the review for this modification, was I advised that additional/updated documentation was needed. I needed to submit XXXX newer bank statements as well as a corrected IRS XXXX form ( the original IRS XXXX form was completed per the instructions given with the packet and were incorrect, which I made mention of to the representative, who advised me that these instructions came from the IRS, not them, and she did agree they are wrong ). This corrected forms were emailed immediately to the loss mitigation department per her instructions. Well over a month went by and I heard nothing back from the bank. On XX/XX/XXXX, I initiated a call to the lender, asking about the progress of the application. It was n't until then, that I was advised I still needed to resubmit ( again, for the second time ) another IRS XXXX form, as I failed to " check XXXX of the boxes '' on the previous XXXX. I asked the representative why had n't the bank contacted me in an attempt to obtain this missing information. She stated that the person " in charge '' of this process ( XXXX XXXX ) did attempt to contact me, which I dispute. I have never received any email or voicemail to advise me there was missing documentation or for a return call. For further clarification with the representative, I specifically asked if this was all that is required and she assured me that this was the only documentation needed. This corrected form was emailed immediately to the loss mitigation department per her instructions. Today, XX/XX/XXXX, I again called the lender, requesting an update as to the progress of this review, and am advised by this representative that now, as of XX/XX/XXXX, I need to resubmit new pay stubs AND bank statements. I have not received ANY correspondence from this institution requesting this information, nor did the representative that I spoke with onXX/XX/XXXX advise me that this new documentation needed to be submitted. It appears that this institution is INTENTIONALLY DELAYING AND/OR purposefully allowing time-sensitive documents to expire, and without proper notification to remedy the situation, this cycle continues while the bank never processes this loan modification request. While I have continued to make my mortgage payments on time, I am struggling and have been asking for this program to assist me for XXXX months now, with no communication from this lender or any progress to get my loan modified. This is absolutely shameful business practice, and somewhere along the line, I 'm sure there is some deadline or time-frame that these requests must be answered. This organization appears to be purposefully stalling my ability to obtain a loan modification. I have filed a complaint with the organization, via the representative who assisted me today on the phone, as well as requested a follow-up phone call from the supervisor of XXXX ( XXXX XXXX ). I would like to file a formal complaint against this organization for their failure to adequately assist me and intentional delay of processing my application for a loan modification.
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| 08/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX, I was notified by XXXX, my then loan servicer, that my loan was being transferred to a new loan servicer called New Rez LLC. After XX/XX/2019I was to start making my payments to New Rez, LLC. I have attached the letter and my last statement from XXXX to show the amount of my monthly payment. In XX/XX/XXXX, my payments started going to New Rez automatically from my bank account every month. In XX/XX/XXXX, I checked my credit and a company by the name of Shellpoint Mortgage had reported me late on payments in XX/XX/XXXXand XX/XX/XXXX. At this point, I did not even know who this company was, but I see they are a loan servicer and the amount owed is the same as my mortgage, so I call New Rez to see what is going on. They explained to me that Shellpoint owns them and I have not been paying the full amount of my payment, which was increased to XXXX. They were taking my payments and applying them to a partial payment unapplied account instead of my mortgage and reported to the credit bureau's that I have not paid. I asked them why is it that I have not received any statements or a letter explaining why my payment would be going up and when? All they could say is that they were sending my statements. I told them I have not received any statements and when they verified my address, they were sending them to my old address. I do not understand how they could do that if on the letters from XXXX had my correct address, why wouldn't New Rez. I paid everything at that moment to bring my loan current, even though they could not explain to me why my payment had gone up. I asked them to credit me the late fees of XXXX and correct the past due status with the credit bureaus since how could I be late if no one notified me of my new payment amount. They said they could not help me by phone, that I had to send an email to XXXX and wait 30 days for a response. I did that, and they sent a letter in the mail that they would clear up XX/XX/XXXXand XX/XX/2019late payment reports to the credit bureau and have them changed to current. They refused to credit the late fees because they said XXXX should have sent me an escrow statement in XX/XX/XXXXstating that there was an escrow shortage for the current year and either I pay the difference in full or my payment would go up to XXXX. Obviously, I did not receive this statement or I would have paid the correct amount. My credit can be checked to show that I have never paid a late payment to a mortgage or any other credit card, etc. I did not ask for my loan to be transferred. I feel like this is an abuse of power. I had to pay a difference in the mortgage to clear up the negative markings on my credit without even knowing why. I still don't have a statement, just have to trust them blindly. We did not chose New Rez as our loan servicer and never would based on their reviews. But we have no choice and they are ruining my credit. I checked today and my credit still shows late for XX/XX/XXXXin XXXX and XX/XX/XXXXin XXXX. I can't even call to talk to anyone because they claim they can not help me over the phone. I was in the process of buying another property and was not able to go through with it because of these markings on my credit.
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| 05/16/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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A forbearance was approved, but due to legal backlog I have not been able to rectify the situation that occurred XX/XX/2022. So now I am requesting for Forbearance assistance during ongoing legal matters. This is a VA Home Loan. Primary Residence XXXX Kids XXXX dad, XXXX due to XXXX XXXX to my XXXX. ( Evidence Available ) this was my Recent email to my POC. Im hoping this time he returns my calls.or emails. Dear XXXX XXXX, I hope this email finds you well. I am writing to discuss a matter regarding my mortgage account with Shell Point Mortgage Company. I understand that you are the designated contact person in the Forbearance Department, and I would appreciate your assistance in exploring potential options for temporary payment arrangements while I navigate some legal issues affecting my business. First and foremost, I would like to express my gratitude for the support and understanding your company has shown during this challenging time. As you may be aware, my family is currently facing legal proceedings that require my undivided attention and financial resources. While I work diligently to address these matters, I am concerned about the impact they may have on my ability to make regular mortgage payments. With this in mind, I kindly request your guidance and consideration in exploring the possibility of a forbearance agreement. A temporary forbearance arrangement would provide me with some relief by allowing a suspension or reduction of mortgage payments for a specific period. This would alleviate the immediate financial strain on my business, ensuring that I can meet my other financial obligations and continue working towards resolving the legal issues promptly. I assure you that I am committed to fulfilling my mortgage obligations, and I aim to resume regular payments as soon as the circumstances permit. However, the current legal proceedings have created an unforeseen disruption to my daily operations, necessitating temporary assistance to maintain financial stability. I kindly ask that you review my case and assess the feasibility of a forbearance arrangement based on the specific circumstances I have outlined. I am open to discussing any terms or conditions that may be required for such an agreement, including a revised payment schedule or other mutually beneficial solutions. I understand the importance of maintaining open communication and transparency during this process. Therefore, I would greatly appreciate it if you could provide me with any necessary documentation or forms to formally request a forbearance agreement. Additionally, I would be grateful for any guidance or additional information you can provide to assist me in completing the required steps promptly. Thank you for your attention to this matter. I sincerely believe that a forbearance agreement would enable me to fulfill my obligations while navigating these legal challenges. I eagerly await your response and look forward to working together towards a mutually agreeable solution. Please feel free to contact me at your earliest convenience via email at XXXX or by phone at XXXX to discuss any further details or to request any additional information. Thank you for your time and consideration. Yours sincerely, XXXX XXXX
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| 07/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Sir/Madam, I am writing to address the recent notice and charge I received from Shellpoint Mortgage Servicing regarding a lapse in my home insurance coverage from XX/XX/XXXX to XX/XX/2023. I am deeply concerned about the circumstances surrounding this lapse and the charge of {$320.00}. I have spoken with their customer representative, but I believe there are important factors to be considered in this matter.
As I explained to the customer representative, the recent increase in losses from natural disasters in XXXX has had severe impacts on homeowners ' insurance options in the state. Several insurance companies have decided not to offer or renew coverage in XXXX, leaving many of us without accessible and affordable home insurance options.
In the month leading up to my policy 's expiration, I received a notice from XXXX by XXXX confirming the auto-renewal of my policy. However, this renewal never took place, and my policy was canceled on the day it was supposed to be renewed. The reasoning provided by the Insurance company was that they no longer offered home insurance in XXXX, leaving me with limited time to secure new coverage.
I made every effort to find alternative insurance providers, but as I mentioned to the customer representative, many companies like XXXX, XXXX, XXXX XXXX, and others had also stopped accepting new policies at that time. Fortunately, I was able to secure a policy with XXXX, but the underwriting process took five business days, leading to the unfortunate 10-day lapse in coverage.
During our conversation, the customer service representative implied negligence on my part, suggesting that I should have been aware of the XXXX fires and avoided the lapse in insurance. However, I must emphasize that the situation at hand was beyond my control, as several reputable insurance providers were no longer offering coverage in the state.
When I requested information about escalating the matter or a department for disputes, the agent informed me that there were no such options available and that I must pay the penalty of {$320.00}. I find this response inadequate, as it leaves me without any means to address the matter fairly.
Furthermore, I received Shellpoint 's notice to purchase insurance on XX/XX/XXXX, well after I had already secured an alternative insurer and, to the best of my knowledge, was compliant with all insurance requirements.
The situation we have experienced is not one of negligent or irresponsible behavior on my part, but rather the result of a larger crisis affecting homeowners throughout XXXX. It is deeply regrettable that the state is facing unprecedented natural disasters, and I believe that Shellpoint is taking advantage of this situation.
I kindly request a thorough review of my case and a reconsideration of the {$320.00} charge. As a loyal customer, I have always maintained my insurance obligations promptly and responsibly, and I hope that Shellpoint will take these extenuating circumstances into account.
Please provide me with an escalation point or a department for dispute resolution. I believe there must be a fair and just solution to this matter.
Thank you for your attention to this issue. I look forward to your prompt response.
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| 12/06/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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A loan was originated with XXXX XXXXXXXX XXXX on XX/XX/XXXX during the height of the XXXXXXXX XXXX XXXX.I was a first time home buyer and was told by my mortgage broker that it would be no problem refinancing later-which was not true due to the XXXX economic collapse and XXXX employment.
In XXXX, I began the process of pursuing a loan modification with XXXX and continued to pay my second mortgage with XXXX XXXXXXXX ( XXXX ) .They had done a short term modification for me that was 6 months. After that I attempted to do a permanent loan modification with XXXX for the 2nd mortgage. After several attempts to contact them both by phone and in written correspondence to pursue and secure a modification, they simply stopped responding. ( I found out later that XXXX XXXXXXXX under XXXX had declared bankruptcy in XXXX. ) The next I heard from anyone was that Green Tree Financing was my loan servicer. I tried to contact them and they also didnt respond. The paperwork they sent me did not have any of the original terms of the loan-no clear amount owed and no interest rate.
The next statements I received were from Ditech saying that they were servicing my loan-also with no terms, etc Ditech went through bankruptcy twice between XXXX, and they sold the servicing to ShellPoint Mortgage Services who said that XXXX XXXX XXXX ( XXXXXXXX XXXX XXXX XXXX now owns my loan.
I hired a lawyer who pursued Shellpoint with certified letters to ask for verification of the loan and the letters were received, but never responded to.
I then approached the Attorney General of the State of Minnesota and Shellpoint Mortgage finally responded. They also filed the mortgage with the State of Minnesota in XXXX of XXXX, after hearing from my lawyer, but never responded to us directly.
There are key pieces in their response letter that are concerning to me : Concerns -Please accept our apologies as due to an inadvertent error, your prior communication was not sent over to provide a timely response- For 10 years?
-Why is an assignment, assumption and recognition agreement private? XXXX. What did they pay for the note and is there actual proof that that is the amount owed?
-Notice that they registered the mortgage with the state of Minnesota AFTER receiving letters from my lawyer-which they did not respond to at all.
I paid through t
he 1st mortgage modification. I was never informed of the charge off. Why would a mortgage loan be charged off within a 35 day window of receipt of a payment?
Is the asset still in their books as an asset after charging it off and why?
There was no attempt to modify the loan or respond at all to my request for a modification, what are the legalities around that?
In summary, I question the legality and validity of this lien based on the way I have been treated as a consumer and how much time has passed between communications from the various servicing entities. It currently sits as a lien against the property with no clear path forward and low trust, based on long gaps in communication and no negotiation.
I question both the moral and legal behaviors of XXXX, Green Tree, Ditech, Shellpoint and XXXX XXXX XXXX.
Thank you for your support in resolving this in a fair and equitable way.
|
| 05/25/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
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Web |
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My new mortgage was sold to Shellpoint Mortgage Servicing on XXXX XXXX, 2016. The effective date of the transition of my payments from the prior, temporary mortgage company to Shellpoint was XXXX XXXX, 2016. On XXXX XXXX, 2016 I received a welcome letter from Shellpoint, indicating they were the my new mortgage servicing company and that I should make my monthly mortgage payments to them beginning XXXX XXXX. Included in the letter was my loan number and payment information.
I proceeded to schedule an electronic payment through my bank to be delivered at Shellpoint on Monday, XXXX XXXX, 2016. The payment was received at Shellpoint on Monday, XXXX XXXX. On Tuesday, XXXX XXXX, I tried to log in to their website for the first time to view my account and make sure my XXXX payment posted. I could not register online because, according to the error message, my information did not match their records. I called Shellpoint on XXXX XXXX and after they confirmed my identity, they gave me a loan number which was very different from the loan number on my welcome letter. They told me the loan number I was trying to use was an inactive account. With the new loan number they gave me over the phone, I was able to log in, but while I had them on the phone, I asked about my XXXX payment. Of course it did not post to my account because I scheduled the payment to an inactive loan number.
On XXXX XXXX, Shellpoint sent me an identical welcome letter to the one they sent me on XXXX XXXX. The only difference was the loan number. The loan number on the XXXX XXXX letter was the correct loan number - the same number they gave me over the phone and the one I was able to use to log into my account online. This letter was obviously useless to me, since I had already made my first payment on XXXX XXXX. And how stupid of them to send me a welcome letter on XXXX XXXX, five days after my first payment was due. Even more absurd is the letter they sent me on XXXX XXXX which included a payment coupon, with a payment due date of XXXX XXXX. Are these people really in the mortgage business? Is this a real company? I did an online search and apparently they are, but I 'm not convinced.
I made numerous calls to Shellpoint after XXXX XXXX asking them to fix my account. Finally on Wednesday, XXXX XXXX, the representative spoke with a team leader. The outcome of that call was that they asked for proof of payment so they could locate my payment and post it to my account. I emailed the representative proof of payment from my bank. She told me they would correct the situation in XXXX to XXXX hours. I felt like I was finally making some progress.
I waited until noon on Monday, XXXX XXXX ( 72 business hours after I gave them proof of payment ) and they had not corrected the problem. Today is Tuesday, XXXX XXXX and still my account is overdue. I need to mention that beginning on Tuesday, XXXX XXXX, Shellpoint has called my home every single day asking for payment. They call day and night, including Saturday and Sunday. They call these " courtesy calls, '' but in effect they are harassment. I owe them nothing, but because of their inability to manage mortgage accounts, I continue to be harassed and my account is still " overdue. ''
|
| 06/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX I opened a late property tax notice from the XXXX XXXX XXXX XXXX. This is the first notice that I received showing that Newrez/Shellpoint had failed to pay my XXXX real estate taxes on XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX
These taxes were due on XX/XX/XXXX and past due on XX/XX/XXXX. After calling Newrez/Shellpoint, I learned I received a check dated XX/XX/XXXX without any explanation what the check was for and well after the date taxes were due. Newrez sends many marketing notices to my home trying to get me to refinance my loan so I seldom open these documents. This communication looked just like the marketing notice. Newrez also send a second document, that once they depleted the escrow account by sending me a check, that my monthly escrow amount was re-evaluated and would increase.
We have faithfully and timely made escrow payments to Newrez since they took over my loan in XXXX for these taxes. There was sufficient funds in the escrow to pay the taxes before XX/XX/XXXX. At no time did they communicate with me that they did not plan to pay my taxes from the escrow account.
The tax bill included a late fee of {$6400.00} that I do not think I should be responsible, because of Newrez 's lack of execution and notification. I further do not understand what confidence I should have that Newrez will pay taxes to XXXX XXXX XXXX XXXX in XXXX Tax Year and why I have to pay escrow to Newrez and then turn around and make direct tax payments to XXXX XXXX.
Upon talking to Newrez representatives, it was made clear to me that you could not pay these taxes until sometime in XXXX. Additional fees would have been accrued if these taxes were not paid before XX/XX/XXXX. So I paid these taxes via my debit card, incurring an additional {$4.00} expense. Had I used my credit card or waited for Newrez to pay the taxes ( the money was still in the escrow account since I had not cashed the escrow check received from Newrez ) there would have been a 2.5 % charge or {$60.00}.
I have requested Newrez review this situation and determine what caused their lack of execution and why they thought it was satisfactory to return my escrow to me late and without any explanation. Further I request Newrez credit my escrow account the sums of {$64.00} for late fees and {$60.00} for charge card fees. This totals {$120.00}.
I sent Newrez the late notice from XXXX XXXX, the fee options from the XXXX XXXX Website and the proof of payment by XX/XX/XXXX.
I have reached out to Newrez on numerous occasions by phone and by email and can provide email dates if needed. I have sent emails to the contact I worked with on XX/XX/XXXX -- XXXX Having not received a response from this representative I searched Newrez 's website trying to find a contact with more authority than I believed XXXX XXXX had. Failing to find that contact, I went to XXXX and found XXXX XXXX who was the Chief Servicing Officer for Shellpoint through XX/XX/XXXX.
To date I have not received any formal answers to my requests as follows : 1. Why was my tax payment missed?
2. What corrective action are you taking so future payments will not be missed?
3. What costs that were incurred by your lack of action will be paid?
|
| 06/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
|
I started a refinance with New rez Mortgage XXXX XXXXXXXX, XXXX and have yet to close and it is now XX/XX/XXXX.
My home is in XXXX Ohio, XXXX and the property value is rising.
They have given a myriad of reasons from busy due to the pandemic, which I accepted for a while, then software issues on their end, then appraisal issues, they did three, and finally they asked me to paint the trim on the outside of the home, and do a few other minor repairs.
They are no substantial issues with the home, all cosmetic, which the appraiser says, but the appraiser is making it subject to instead of as is.
I would like to forward the complaint to the appraiser as well.
this is the appraisers statement The subject property was in overall condition ( C4 ) : The improvements feature some minor deferred maintenance and physical deterioration due to normal wear and tear. The dwelling has been adequately maintained and requires only minimal repairs to building components/mechanical systems and cosmetic repairs. All major building components have been adequately maintained and are functionally adequate.
The the appraiser says the home has possible lead.
I explained to him that that was impossible as my son grew up there and is now XXXX and an attorney with no lead poisoning. We had to knock out walls long ago to do wiring repair and plumbing at which time if there had been lead, we would have known.
Besides no one lives in the basement or outdoors, whre he is ASSUMING there is lead..and it is clear that peeling paint in the basement was a leak which I explained and the ceiling was knocked out clearly to reach the pipes.
The appraiser has also made a broad assumption that there is water in the walls. There are no leaks in the home. He also has said a broken window which has long been repaired is a security issue. I think New Rez and this appraiser are working together and asking me to go on a wild goose chase looking for the source of issues that are not present.
New Rez is the current lender. I am simply asking them to lower my payment. The equity in the home is twice what I am asking. And these are minor repairs as stated in the appraisal, some of which have been repaired already, so there is no reason not to lower the payment.
But again since they have held me up so long, and don't want to do a new loan to lower, simply return my investment and I can go to another lender.
again the appraiser states : Maintenance and physical deterioration due to normal wear and tear. The dwelling has been adequately maintained and requires only minimal repairs to building components/mechanical systems and cosmetic repairs. All major building components have been adequately maintained and are functionally adequate.
New Rez Mortgage And listed also as New Rez LLCXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Pa XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Md XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Pa, XXXX I do not blame these two individuals. It is clearly beyond them and in underwriting.
appraiser XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, KY XXXX ( XXXX ) XXXX XXXX Appraisal done on XX/XX/XXXX but signed XX/XX/XXXX What took 3 months???
|
| 02/26/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
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So I disputed late payments on my mortgage and despite investigating the mortgage companies response created the narrative they want to create did not fully address my claims and left my report as is. The emails and calls to myself and the single point of contact and all other staff including loss mitigation need to be pulled and reviewed. So what the companies email response is stating is that it is ok and they uphold their employee discriminating against me for having a difficult time with my mortgage loan. It was ok for her to chose not to respond to time sensitive questions and situations because I fell on hard times or have family issues. It was ok for their employee to delay paper work processing and filing in addition to providing me the information I needed which is discrimination but I am to blame for her also not notifying them when I initially advised her of my loan still reporting while I was in forbearance. I should have been on a forbearance for 18 months straight but this lady would not file my paper in time knowing that there would be a lapse reported. That is not legal practice that is discrimination and it was allowed for years to happen. I guess they don't care because it's not their credit being affected. If someone working for a mortgage company or any other company feels its ok to judge someone about their payment history or circumstances when they have not idea what that person is dealing with they should find a new field, more importantly for a company to allow employees to conduct themselves this way with no supervising or coaching says a lot to. That is discrimination and since you all want to make it seem as if I was referring to times when I was not in forbearance which I was not. Now please go pull all the emails between myself and the single point of contact over the past few years and see how responsive she was and how many times I begged her for information due to it being time sensitive. See the emails where I tried to update my legal name with her an she informed me she couldn't do that for years you all had the incorrect name and that was illegal only for me to have pull her teeth when I needed to do the loan modification in that was delayed so long because she was refusing to have my name updated in the system. Now had I been trying to beat the system I would have signed the loan with a name that doesn't apply to me and then tried to justify not paying but I pushed for the right and legal thing to be done and you all are still giving me a difficult time after allowing her to discriminate against me and have that negatively affect my credit. I would like the emails to be shared with CFPB so they can see first hand what I have been dealing with and the illegal actions of that person and how it was handled. It should even display when I asked for a supervisor and expressed how she was purposely impacting my credit negatively with her actions. So with it being illegal for you all to knowing falsely report and do things to discriminate now since I wasn't even going to mention those months that lady put me through XXXX. Now I'm requesting that be investigated and my report be completed cleared. And I would like to file a discrimination case now.
|
| 03/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
NOTICE OF ERROR/DISPUTE CHANGE IN FINANCIAL CIRCUMSTANCES DUAL TRACKING VIOLATIONS To Whom This May Concern : I am requesting that theXX/XX/XXXXXX/XX/2019 sale date be cancelled. I have had my documents in review for some time now and still have not received anything in the mail except that Shellpoint is working on it. Along with other requests I have made. As of today, XX/XX/2019 I have NOT had a response back on the review and yet, I still have a Friday, XX/XX/XXXX sale date hanging over my head. I am very concerned that Shellpoint is using this DUAL TRACKING illegal activity in order to deny me at the last minute in order to steal my property by their deceptive, unfair practices. I was told by my single point of contact, XXXX, that because of the Dispute Status and my documents being in review that he was going to place the sale date on hold and I requested it be postponed or cancelled due to the time restrictions.
If I am denied a modification, I am requesting a breakdown of all information used to come to this conclusion, as I have a right as a homeowner to review and dispute any erroneous choices Shellpoint may have used to come to their conclusions. I say this from my past experience, since the last review Shellpoint conveniently added 3 properties I do not own, and did not take into consideration that I had properties in a Trial Plan that did not reflect yet on mortgage statements which they chose to use instead and ignore this fact. I have since sent in new, updated financials to which I more than qualify for a modification therefore, if denied again, I am requesting the details of how Shellpoint came to their conclusion, as I believe they are stringing me along, violating Dual-Tracking laws in order to keep me at bay until a few days before the XX/XX/XXXX sale date, steal my property and leave me with no recourse. I do not trust this kind of deception and unfair business practice and am protecting myself legally for a lawsuit should Shellpoint decide to continue this course of illegal action. My attorneys have filed a Lis Pendens purposely in response to their previous behavior and we are ready to move forward if need be.
I am a single woman and a XXXX year old senior citizen trying to take care of myself financially and I feel Shellpoint and XXXX XXXX XXXX XXXX is treating me unfairly, and are being deceptive in their activities and should be held accountable for their actions. How is it that I have qualified for 4 other modifications on my properties yet Shellpoint, through their erroneous review can not seem to give me a modification? Also, Shellpoint mentioned that they sent me a modification in the mail in the past? If so, I have never received it! Obviously, my actions are in order to get a modification so why would I have ignored a modified, lower payment/principal/interest rate loan if provided to me? I am requesting that whatever modification Shellpoint is speaking of that they offered me be sent to me, as I have never received it. Obviously, since Shellpoint is stating they offered me a modification in the past I must have qualified, so I am requesting that this be mailed to me in order to accept it.
Thank you for your kind attention to this matter.
|
| 04/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Our mortgage for this property is owned by Shellpoint Mortgage Servicing LLC located in XXXX, XXXX. Shellpoint Mortgage Servicing LLC has an insurance department located in XXXX XXXX.
This insurance department of the Shellpoint Mortgage Servicing LLC has sent us written letters demanding that we show proof of hazard coverage for our Shellpoint Mortgage Servicing LLC mortgaged condominium located in XXXX XXXX, XXXX. The Shellpoint Mortgage Servicing LLC insurance department sent us letters around the following dates : XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX.
These letters that were sent by the insurance department of Shellpoint Mortgage Servicing LLC claim : ( a ) They have no proof of our condominium 's hazard insurance.
( b ) If we do n't provide them with proof they will charge us for the cost of purchasing insurance through their specified insurance provider.
( c ) We will be required to pay the cost for their insurance.
Each time they have sent us letters we IMMEDIATELY sent email correspondence to them in attempts to resolve their claims. We sent email to this email address : XXXXXXXXXXXX We sent 3 different emails. Two of the emails included proof of individual unit hazard insurance. The final email included proof of the entire condominium 's hazard insurance. All three emails included vigorous, emphatic, and strong language indicating that we as the customer disagree with their action AND strongly desired a correspondence and confirmation of receipt of proof.
The letters that they sent requested us to contact them via email. We also contacted them via telephone.
In our email correspondence we vigorously refuted their claims of no insurance and made reasonable attempts to ( 1 ) Provide proof of insurance ( 2 ) Dispute their claim to add their own insurance ( 3 ) Have Shellpoint Mortgage Servicing LLC insurance department respond to our insurance proof claims COMPLAINT : ( A1 ) The insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX will not acknowledge or respond to our emails regarding points ( 1 ) ( 2 ) and ( 3 ) mentioned previously. We have not receive a phone call or an email or any other correspondence except printed form letters threatening us with their eminent X appointed insurance provider.
( A2 ) We were only able to find out the acceptance/rejection status of our emailed proof of insurance by calling the insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX by telephone. Their form letters include their email address AND the customer service representatives at Shellpoint Mortgage Servicing LLC company in XXXX, XXXX told us to send email correspondence to their insurance department in XXXX, XXXX.
( A3 ) The insurance department of Shellpoint Mortgage Servicing LLC located in XXXX XXXX ignored our customer correspondence and attempts to submit proof of hazard insurance. They have assigned their insurance provider despite our reasonable attempts to show our proof of insurance.
( A4 ) Their hazard insurance premiums will be added to our mortgage even though we have sent them proof of our condo 's hazard insurance. If we do n't pay the premium our mortgage will go into default.
|
| 10/18/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
See Below for the email sent to me by the Ethics department of XXXX XXXX.
Not only were my documents submitted to the XXXX County, Il Court robo signed and forged, now I find out the plaintiff in my case is not even the Plaintiff?
How many foreclosures were filed with a fake Plaintiff? How many homes were taken? That's why servicers don't want modifications, they only way to get legal title is to foreclose.
Please Email Below from XXXX XXXX dated 10/4/17.
Please note that in all three of the most recent letters I received from Shellpoint Mortgage Servicing, it is clearly states that The XXXX XXXX XXXX XXXX XXXX as Trustee for the Certificate Holders of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Pass Through Certificates is currently the owner of my account.
Perhaps someone should tell the XXXX XXXX XXXX XXXX XXXX that.
I have attached an email written to me from the XXXX XXXX XXXX XXXX XXXX ethics department.
that they ARE ACTING AS TRUSTEE FOR THE CERTIFICATE HOLDERS, AND THEY TO NOT OWN THE LOAN OR THE PROPERTY. AS TRUSTEE, XXXX XXXX IS NOT INVOLVED IN THE SERVING OF THE LOANS OR THE FORECLOSURE PROCESS.
Basically, what that means is that the stance that XXXX XXXX XXXX, Master Servicer and Shellpoint Mtg Servicing has been taking - stating the XXXX XXXX was the Owner of my loan and XXXX XXXX would not allow a mortgage modification, principle reduction, etc. was also lie and has been a lie the whole time.
In fact, since I have every document, every letter, every piece of corresponsive going back 11 years, in binders filed by date then subject, and it just is incomprehensible to me that everything was blamed on the owner of my loan XXXX XXXX.
What now? My question is: Since XXXX XXXX states, in writing, that they have absolutely nothing to do with my Loan, Property, etc. how can they be the Plaintiff in my case? If the plaintiff states they are not the plaintiff and no one actually states they own the loan why hasnt my case been dismissed?
XXXX
---------- Original Message ----------
From: XXXX
To: XXXX Cc: Ethics Help Line
Date: XX/XX/XXXX at XXXX XXXX Subject: Fw: Principal Reduction / DOJ Violations / XXXX Loan # XXXX / XXXX CH XXXX
Thank you for your recent correspondence.
XXXX XXXX is acting as a Trustee, and therefore we do not own the loan or the property. As trustee, XXXX XXXX is not involved in the servicing of the loans or the foreclosure process. This is the responsibility of the Servicer. Since XXXX XXXX XXXX services the loan associated with your property, they are the direct and only contact in regards to your request. I have forwarded your email to them for handling. Please contact me should you not hear from them. I have also included their contact information below.
Servicer: BXXXX XXXX XXXX, Master Servicer
Phone #: Existing Mortgages/ REO: XXXX (For callers interested in purchasing an available XXXX XXXX XXXX owned property, please refer to XXXX website at XXXX)
Existing Home Equity Lines of Credit & Loans: XXXX
Thank you for contacting XXXX XXXX XXXX XXXX Property Inquiries
XXXX XXXX XXXX - Mortgage Backed Securities Phone XXXX
**IF RESPONDING, PLEASE DO SO TO THIS EMAIL ADDRESS ONLY*
|
| 11/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We purchased a home with a conventional mortgage with New Penn financial. Due to the fact that we put less than 20 % down PMI was required. Since that time, we have paid down the principal, constructed a pool, and home values have increased. It is clear, that the loan to value ratio is now significantly less than 80 % ; therefore, PMI is should no longer be required.
Approximately two months ago, I contacted New Penn financial requesting that the process began to have PMI removed. They advised that an appraisal would needed to be done ; therefore, would be sending an authorization form to me. The document XXXX attached ) had the following concerning language : " Please note, a full appraisal may cost a minimum of {$400.00}, and it must be performed by New PennXXXX chosen vendo. '' This language, essentially allows New Penn financial to charge me, the customer, an unlimited amount for the appraisal. I phoned the company requesting to know the cost of the appraisal and/or the maximum amount before I would signed document. At that time, I was advised to call back in two days and they would tell me the amount. Approximately five days later, I phoned New Penn financial and was told that they could not provide the cost of the appraisal before hand and that it would be at least {$400.00}. They added, that the only way for PMI to be removed would be to sign the document as is. I called several more times asking to speak to management and was told that none were available. Furthermore, I was advised that if I signed the form that when the appraiser called I would be able to obtain the cost at that time. We signed the form ; however, I added the caveat " if greater than {$800.00}, do not move forward with appraisal. '' Today, I received a phone call from the appraiser " XXXX '' XXXX phone number XXXX ) who advised that because he is a third-party contractor he is unable to provide the cost to me the homeowner. He stated to call his contracted employer, XXXX XXXX, for additional information. I phoned XXXX XXXX XXXX phone number XXXX ) and was told by " XXXX '' that has a homeowner I would not have to pay for the appraisal and that any fees were determined by the lender. I again phoned New Penn financial and was advised that the cost would be at least {$400.00} and that it would be impossible to advise the exact amount before the appraisal was done. During the conversation the agent provided multiple inconsistent statements adding that the statement " a minimum of {$400.00} '' meant that I would not have to pay anything more than {$400.00}. Additionally, the agent stated that because the form had already been signed that we had no choice but to continue with the appraisal at my expense. I again requested to speak with a XXXX ; however, was placed on hold for 60 minutes. At that time, I ended the phone call.
In conclusion : 1 ) the company is pressuring I sign a document giving them unlimited authority to order an appraisal at any cost. 2 ) the company is making it impossible to have PMI removed. 3 ) the company has provided multiple erroneous statements in an attempt to get me to comply. 4 ) the company is not allowing me to escalate the complaint to a management team
|
| 03/15/2020 |
No |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Updating an existing complaint is not possible, so I am submitting a new complaint. My attempts to get my mismanaged account correct have resulted in no solution that does not cost me money.
I have submitted the following email to the company as a follow-up to the multiple requests made of them starting on XX/XX/XXXX.
Email to XXXX follows : Since this email, I have received 2 mail pieces from USPS. The first one, dated XX/XX/XXXX, asks that due to the complex nature of the matter, NewRez would like additional time to respond. The second, dated XX/XX/XXXX, says, " Upon review, NewRez has requested the appropriate department process an updated Escrow Analysis and to pay the delinquent taxes with penalties included to XXXX County. Once completed, we will mail you a copy of the Analysis ' findings along with a check for any calculated surplus over {$50.00} ( as long as the loan remains current ).
In neither of these mailings does NewRez provide a timeline for reparations. The finding on the letter of XX/XX/XXXX is incorrect in that the delinquent taxes have already been paid out of my escrow account, again way too late, and with penalties already attached.
With your assumption of the processing of this account in XX/XX/XXXX, and the tax bill coming from XXXX County in plenty of time for you to have processed the billing correctly, your mishandling of this account has resulted in escrow increases of over {$500.00} from the XX/XX/XXXX payment to the XX/XX/XXXX payment. I have included a spreadsheet with the payment activities since you got the loan.
Stmt Date Due Date Amt Due Tot pmt P & I Escrow EscrowBal XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Tax Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Addl Hazard Ins Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Tax Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Any increases in my monthly payment that were necessary should have been detected back in XX/XX/XXXX, and leveled over the remaining 12 months before the next tax bill was due. Instead, with your mishandling, you have increased my payment from {$2700.00} to {$3200.00}, an increase of {$510.00}.
In addition, your error caused you to not issue payments for my XX/XX/XXXX taxes in XX/XX/XXXX, and therefor causing me to not get benefit of those tax payments on my XX/XX/XXXX Federal Income Tax Return. This is a huge burden for me. Assuming a 30 % tax rate, the {$4200.00} that was not paid in XX/XX/XXXX has cost me approximately {$1200.00} on tax return. I would like to be compensated for that.
I have yet to get any timeline for rectifying this issue, and no clear direction as to what you think is the correct solution.
I respectfully request that I be contacted directly by phone from someone in the Compliance department ( from which the second letter came ) to confirm the go-forward plan.
XXXX XXXX XXXX XXXX
|
| 10/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
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I finally was able to receive a response from Shellpoint mortgage regarding issues with my load modification process and credit reporting 's. I am now writing because I do not agree with they decision made by the lender. in their response they state that because i did not use their mobile notary that they will not remove/ or make an accurate remark on my credit report... I am now asking Shellpoint to review all calls and emails between my self and Shellpoint. At no moment was I offered to have a mobile notary come to my house, in fact I was unware of this service as my side point contact XXXX XXXX never informed of this. once the recording are review of my phone calls/ email communication you will find out that this is the truth. I am aware of the cares act and thus the reason I had my 1st loan modification agreement notarized on my own and paid for on my own so that everything would be sent in on time which was the case. the issues started with the notary from XXXX acknowledging the witness as the primary so this agreement was not accepted. When I received the second agreement I called XXXX XXXX and asked why I received another agreement to which she let me know the reason as stated above. In no moment did she offer me a mobile notary. so i went out again to have this agreement notarized on my own and sent in. I then received a 3rd agreement because Shellpoint put the incorrect amount on the second one. At this point I called Shellpoint as i was upset that this kept happening. It was not until this phone call that i was told about the mobile notary which i requested to go home .... in the recorded call I remember specifically telling the customer service rep that I wish I knew about this mobile notary because I would have had from the start of this process. In Shellpoints response they state that they will not do anything regarding the first credit reporting because I decline their mobile service. This is 100 % false information I never once declined a mobile notary. I am asking as a customer for the compliance team at Shellpoint dig a little further into this matter by actually listening to all the reordered calls and emails to see that I have no fault at all in what has transpired into such a huge matter that is now hurting my credit score. In fact I remember specific conversations with XXXX XXXX that again are recorded where not once did she mention a Mobile Notary and all the false information she was providing me with. the delay in processing my final agreement has been severely delayed because of the fault of others, the notaries no doing the correct things, Shellpoint putting the wrong amount of one of the agreements and XXXX XXXX giving me false information. Again the response to my first complaint needs to be looked at a little further to uncover the truth as to what really went happened. I for sure don't appreciate the lie in the response about me declining the fist mobile notary. none of this has been my fault. I as a customer have done everything i need to do on my end all the agreements were sent in ; in a timely manner. the delays have been at fault of others. I am asking for this to be looked into so that all credit reporting 's are accurate
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| 11/13/2017 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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This is the XXXX and last CFPB complaint regarding the mortgage for XXXX XXXX XXXX XXXX XXXX, XXXX, MA XXXX which was securitized into a XXXX -- a real estate mortgage investment conduit which is a structure similar to a limited partnership wherein mortgages participating in the XXXX are subject to IRS tax regulations for income generated by the XXXX per IRS rules.
Shellpoint Mortgage Servicing is the current mortgage servicer and assignee of either XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX which are the master servicer for the mortgages in the XXXX. The XXXX is securitized under the very controversial XXXX XXXX, XXXX XXXX XXXX known as XXXX of the XXXX vintage XXXX which has resulted in the whole consumer structured financing securities of present. It should be noted that XXXX XXXX was already TRO'ed since XXXX and yet there are activities in my mortgage billing statements that is indicative of all the undercover activities that the banks involved are conducting using the One-Month XXXX tax-free security instrument which has pay-options and negative amortization -- - or pass through.
Shellpoint Mortgage Servicing and XXXX XXXX XXXX have both been companies I filed multiple CFPB complaints against in regards to a mortgage under my name which is used as a whole mortgage pass-through for interest and, apparently illegal pass-through of principal and dividends and other distributions under which the master XXXX ( either Class M, Class M-X or Class X, depending on the year my mortgage was used ) to benefit and make liquid other assets in the lending portfolio of XXXX XXXX XXXX and its partner investment banks which re-securitizes my mortgage.
It is here that I manifest these claims and please expect that other avenues will be used to bring these claims to the forefront : - as a negative amortization mortgage based on the One-Month XXXX Index ( as a mortgage with monthly adjustments based on the index 12 month XXXX plus original margin of only 1.75 post-principal limit ), the payment option structure in my mortgage contract signed on XXXX XXXX XXXX is continually being exploited by the investment banks to consummate re-XXXX and passthrough principal and dividends in their other assets.
- Shellpoint Mortgage Servicing continues to participate in this potentially high-crime cover-up by responding to my multiple request for disclosure of XXXX XXXX and providing me with the security certificate that is rightfully mine ( since my taxpayer XXXX is being used or will be used XXXX. To date, Shellpoint Mortgage Servicing continues to deny that the XXXX has paid-off the {$270000.00} money originally-borrowed in my line and continues to harass me with foreclosure notices which is the 3rd time my homestead would have been foreclosed. In its last response, Shellpoint Mortgage Servicing responded to my complaint in CFPB XXXX XXXX that they can not provide XXXX XXXX documentation because these are proprietary.
My property is in the XXXX, my Social Security Number is attached to the IRS-liabilities of that XXXX so it can not be as proprietary as it is me who could claim it is proprietary, and it is me who can claim it is my right to have these disclosures!
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| 04/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Summary : My mortgage company, NewRez, erroneously placed a Force-Placed Homeowners Insurance policy on my account. I have successfully proven to them that I have always maintained an adequate homeowners insurance policy. They removed the Force-Placed Homeowners Insurance policy but insist on charging me for the months that the policy was active.
To me that is a direct violation of 12 CFR 1024.37 ( g ) ( 2 ) Law Involved : 12 CFR 1024.37 Specifically subsection ( g ) " ( g ) Cancellation of force-placed insurance. Within 15 days of receiving, from the borrower or otherwise, evidence demonstrating that the borrower has had in place hazard insurance coverage that complies with the loan contract 's requirements to maintain hazard insurance, a servicer must : ( 1 ) Cancel the force-placed insurance the servicer purchased to insure the borrower 's property ; and ( 2 ) Refund to such borrower all force-placed insurance premium charges and related fees paid by such borrower for any period of overlapping insurance coverage and remove from the borrower 's account all force-placed insurance charges and related fees for such period that the servicer has assessed to the borrower. '' There were numerous other violations in the past ( including failure to provide notice of force placed insurance, failure to provide reminder notice of force placed insurance ), but through my persistence, through numerous phone calls and emails, we were able to get past them and get to where we are now, there is no force placed insurance on my account. Now, one last step remains, the insurance premium that they have charged me is a duplicate charge. I should not be liable for that, as I have maintained proper insurance from the inception of the loan, and they have erroneously placed insurance on my plan without notifying me, and as it violated 12 CFR 1024.37 ( g ) ( 2 ) Detailed Facts : XX/XX/XXXX My loan is Closed, closing docs specify I, the client responsible for homeowners insurance.
XX/XX/XXXX XXXX Transfers to NewRez XX/XX/XXXX Wrong HUD is attached to my file. The HUD specifies different customer name and a property in XXXX, instead of property in Connecticut where my loan was originated.
XX/XX/XXXX Force-Placed Insurance is placed upon the account. No notification notice or reminder notification notice is sent in violation 12 CFR 1024.37 ( c ). No reminder is sent in violation of 12 CFR 1024.37 ( d ) XX/XX/XXXX First time I learn of the insurance through a recalculated escrow statement.
XX/XX/XXXX First of many emails send, first of many hours spent on the phone with NewRez customer service.
XX/XX/XXXX XXXX of insurance uploaded XX/XX/XXXX XXXX to fix everything. Force-Placed Insurance is removed from my account.
XX/XX/XXXX New Escrow analysis statement and an additional charge of {$780.00} for hazard insurance that NewRez paid XX/XX/XXXX Email demanding removal of the charge sent, stating the charge is a direct violation of 12 CFR 1024.37 ( g ) ( 2 ) XX/XX/XXXX Another 41 minute phone call result refusal to remove the {$780.00} charge until NewRez gets refunded by the insurance company.
XX/XX/XXXX Complaint filed.
All additional information available upon request
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| 06/20/2019 |
Yes |
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- Trouble during payment process
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Web |
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Our original lender XXXX sold our mortgage on XX/XX/XXXX to New Penn financial, who changed their name to New Rez/Shell point mtg. Since, this happened everything has went down hill. I noticed on our monthly bill statements we were receiving in the mail, that our mortgage was being raised. Each monthly statement it got higher and higher. it went from {$1000.00} to {$1100.00} and this month its {$1200.00}.
I called New Rez To figure out their reasoning 's as to why our mortgage kept being raised. New Rez stated it was due to taxes being raised. At which, I called the XXXX county treasurer and they stated that was NOT the case, that our taxes actually went down. Then, I called New Rez back and explained to them our taxes were not raised. So, why was our mortgage raised. then, they state it was due to an escrow shortage that occurred. New Rez states they did escrow analysis in XX/XX/XXXX and it determined the escrow shortages. I was quite shocked, because we didn't receive any written documentation of the escrow analysis or written documentation that there was an escrow shortage. Legally, we were supposed to receive the written analysis, which we did not. now that we did not receive the analysis stating that there was an escrow shortage. Our escrow shortage has grown due to that reasoning. If we would have received documentation stating there was an escrow shortage, we would have been able to prevent our escrow from being at such a high shortage. Now, our escrow shortage is at {$1300.00}. due to the fact that we weren't legally notified of theses escrow shortages and changes, we have a high escrow shortage and higher mortgage. New Rez does not communicate with us. New Rez states they sent out the escrow analysis to us. We did not receive it they then said its online. Doesn't matter it was supposed to be sent to us in writing. The fact that we have to call them, they don't call us. They only send us bills and that is it. Whenever I call asking them to provide proof, such as the analysis, payment history or other documentation they state they will send it to my email. which I confirmed that they had the correct email. I do not receive any emails from them. I then called them back and said I haven't received any emailed from New Rez. I even checked my spam folder ... New Rez stated that they have to have emails approved by supervisors before they are sent out. so, the supervisors must not be approving the documentation.
Another, issue we are having is we pay our homeowners insurance New Rez has never paid it. But, yet they will not remove it from the escrow. They said that with an FHA loan it's required that the lender pays homeowners insurance and taxes. No, with an FHA loan it's required to maintain the escrow account. borrowers can not get rid of the escrow account. But, if the borrower wants to pay homeowners insurance that's fine. The lender can maintain the escrow and pay taxes and FHI MI insurance. But, New Rez will not allow this. New rez has been increasing our mortgage to maintain a cushion of {$400.00} that's based off of them paying our homeowners insurance. At which we pay. So, the calculations aren't correct and they will not fix them.
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| 02/07/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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1. Incorrect information disclosed upon transfer of mortgage servicing required under RESPA. Incorrect " new '' account number and mailing address for payments.
2. Payment processing issues - Have n't " found '' my original payment XXXX/XXXX/XXXX and posted someone else 's payment to my account in XXXX XXXX, which was subsequently, and correctly reversed.
3. Terrible customer service, I can not get anyone to to find and post my first payment upon transfer, so I made a double payment. Phone calls get dropped, and if XXXX is supposed to be my Single Point of Contact ( SPOC ), it is not working.
These are all the same issues that were identified in the interagency mortgage foreclosure horizontal reviews, and keep impacting the industry. I am also filing complaints with XXXX ( the investor ), XXXX XXXX ( mortgage originator ) and the OCC who supervises XXXX. These interested parties need to know about this as perhaps the due diligence has failed.
On XXXX, I correctly received notice of transfer for seller ; On XXXX/XXXX/XXXX, I received notice of transfer from Shellpoint. I immediately set up automatic payments, starting with XXXX XXXX, to the address provided on the servicing statement with the new account number. Thought I was done.
Received a call on somewhere between XXXX and XXXX, they had not received may payment. I explained I had paid to the XXXX XXXX with this account number. I was told that is n't my account number. She talked to supervisor and said they would ultimately find my payment in XXXX, but I offered to make another payment. Then, when they find it, I am good for XXXX and XXXX payment. XXXX rolls around, not resolved, so I make another payment. To be honest, I was so frustrated I do n't know what they said. Then XXXX rolls around, I see a payment was posted ( oh, they finally found it ), but then it was reversed. I contact them on XXXX XXXX in the morning, explain again, ask if they found my payment and why reversed. Agent could n't understand why, no notes, puts me on hold to talk to her supervisor, for like 10 minutes. Comes back, can not determine, will have to call me back.
XXXX XXXX, late afternoon, call again. Of course call was dropped. When i talked to agent she said someone else 's payment had been posted to my account ( from a XXXX XXXX checking account ), so it was reversed. They never called me. I finally hung up and made another payment for XXXX.
I happen to know this industry quite well, previous regulator. I gave them a chance before filing this complaint. Ask them for the recorded phone calls. If you have n't, I would check their tires on mortgage servicing transfers, payment processing, their suspense account and SPOC. What are the odds that this is happening to an ex regulator? I 'm financially savvy and able to extra payments, even considering paying the dang thing off as I did n't get to " pick '' my servicer, it was chosen for me. What about consumers that are n't financially savvy ( many ) and consumers who ca n't make extra payments until they find a payment. Help Them. I can take care of myself, but I feel for what they must do, and that is CFPB 's role, not to let someone get caught in this.
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| 05/26/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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To Whom It May Concern : I refinanced my mortgage with Shellpoint Mortgage last XXXX. There were issues with my payment being received and applied to my account when I signed up for the bi-weekly payment plan at the time of the refinance.
Several months went by and we were able to get the payment schedule corrected and the payments started to draft bi-weekly from my checking account.
On XX/XX/XXXX I received a call stating that my mortgage payment had not been received and a late fee had been applied to my account. Baffled, I explained to the customer service representative the same as I explained above.
I was then given two excuses by two different representatives of what happened to my account. The first was that I contacted customer service and advised that I wanted to unauthorized Shellpoint from drafting my mortgage payment which is absolutely a fabrication.
I then had to call back again and speak to another representative because of the rudeness, total disrespect, and condescending attitude towards me as I tried to rectify a problem that was of no fault of my own. The second representative that I spoke with told me that I had insufficient funds in my bank account and funds could not be drafted from my account. Again, an absolute fabrication of the truth.
Furious by this time, I called my credit union to see what had happened with my mortgage payment. My credit union then advised me that Shellpoint did not attempt to withdraw the money from my account and that sufficient funds were available for withdrawal.
I then called back to Shellpoint and notified a representative of what I had learned from my bank. I was then instructed to get a letter from my bank stating what I explained to you above. I then submitted the letter to Shellpoint and was advised that the problem would be resolved. I was also advised that I could dispute the information to the credit bureaus and it would be removed or deleted once Shellpoint receives the disputed information.
I followed the recommendation of a Shellpoint representative and disputed the information. I was then notified by email from the credit bureaus that Shellpoint had updated the information. I went into my account to retrieve the results only to learn that Shellpoint had verified the information of the late payments to be valid.
Since this debacle with Shellpoint, I have seen my credit score take a nearly 110+ pt decrease. I have a credit card with the XXXX XXXX that was credit line was reduced from {$11000.00} down to {$500.00}. This is happening right in the middle of home updates.
This has caused me so much pain and suffering trying to work with Shellpoint over the last few months. Until Shellpoint totally dropped the ball on this, my credit has been outstanding because of the hard work and on-time payments to ALL of my accounts.
I have emailed XXXX XXXX, the president of Shellpoint Mortgage, and my issue still hasn't been resolved. I continue to be assured that this is being resolved and it is not. I would believe it would be safe to say that I have had over 10-15 conversations and numerous emails with Shellpoint. Please assist me in getting this issue resolved. Thanks!
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| 09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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CFPB - Please publish to allow fellow consumers to know about dealing with NewRez Mortgage. Despite proving the company that my mortgage is at a 54% loan to value ratio, NewRez has shown the almost intentional inability to drop mortgage insurance from my home. The customer service department is not equipped to handle requests and they are not able to effectively communicate with the loan service department. I've called 15+ times and never get a straight answer on when the PMI will be removed. Here is summary of what seems like "suspiciously intentional" actions to not remove PMI from my loan becasue it is not in the best interest of the bank. I informed New Rez after a comparative market anaylsis from a licensed real estate agent that the improvements and the area appreciation put the LTV (loan-to-value) ratio of the mortgaged property somewhere between 50-60%. This value far exceeds the legal requirement for PMI removal at LTV of 80% or less. Below is a timeline of actions I have attempted to engage NewRez to action on PMI insurance: XXXX XXXX: A Rez Agent was contacted and the request for PMI removal was made. The Agent stated that I would receive a resolution or call to action letter in 10 business days. No letter was delivered. XXXX XXXX: I contacted NewRez again and inquired about the status. This Agent informed me that my request on XXXX XXXX was closed with no call to action submitted to the right department. After this conversation a formal written PMI removal request letter was emailed to the loan servicing center. I was informed this request would take another 10 business days to process. XXXX XXXX: Contacted NewRez to followup. A manager answered the call and stated that the request was never sent to the loan processing department. The manager put the stat on the request and stated it would be resolved very soon. I was told I would receive an email or voicemail sometime that day to let me know where my request was at. No email or voicemail with any information was received. XXXX XXXX: Contacted NewRez manager again and was told the same thing that it would be expedited through loan processing. XXXX XXXX: Contacted NewRez manager and no new information was provided. I was told that they will put another stat order. XXXX XXXX I submitted a complaint to the XXXX XXXX XXXX. XXXX XXXX: I received a call to action and paid for a BPO appraisal. XXXX XXXXXXXX I contacted customer service and was told no BPO appraisal was ordered and that the issue would be elevated. Upon hearing this, I decided to order my own independent appraisal since nothing was being accomplished. XXXX XXXXt: Sent NewRez private appraisal from a different banking showing beyond a reasonable doubt the loan to value ratio was 56%. XXXX XXXX: Contacted customer service and again no movement even though I was told it was elevated and the appraisal was received. After a long list PMI failed suspense and/or poor bureaucratic processes, I get the feeling the company is intentional making it VERY difficult for any action on such requests because it is not in the best interest of the mortgage company rather than looking out for the best interest of the consumer.
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| 03/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I Have been struggling because I have XXXX XXXX and I had a progression or an XXXX XXXX, and I called up The first week of XXXX to talk about the fact that I had missed the XXXX payment and was going to be late on the XXXX payment. I asked about forbearance and was given The opportunity to spread the payments out between XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. The gentleman was very nice and he mailed me a letter dated XX/XX/XXXX so I mustve called in XXXX to say I was going to have problems not XXXX, and the letter reads that as of XX/XX/XXXX the total past due amount on your mortgage is {$2600.00} this amount includes all past due payment of interest and principal and escrow if applicable as well as late charges And amounts that we have paid on your behalf service or advances. Then it set up a three month payment schedule for me of XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX for paint {$2500.00}. When I attempt to make the arranged payment I am unable to make the payment as scheduled and I am told that as of XX/XX/XXXX I owe more than {$4500.00}? I make the XXXX mortgage payment anyway and then receive letters telling me last week I am now three months past due and owe over {$6600.00}? Then when I start making phone calls I start being passed from one person to the next to the next being told all kinds of lies and stories about money Stu and find to do and Im holding the ladder and asking questions and it was me that had called and asked for help and this is what happened. I need some help I dont wan na lose my home and all I did was miss onXXXX payment and I cant make any payments and they wont let me make any payments. Theyre making me pay more money than I owe and theyre asking for money that I never owed. Please help me.
Then, in XX/XX/XXXX I mailed a payment into them and they applied it erroneously to someone elses account. When I asked where the payment was they finally looked for it and discovered that it was erroneously applied it to someone elses account almost a year later. This was not only not fixed they moved around monies and allotted all kinds of fees on my account and refuse to credit me appropriately the right principal and interest credits. In addition I made additional payments to my mortgage, instead of applying the payments to the principal as I applied them they didnt apply them at all. They didnt return the money to me they just wrote unapplied payments and kept the money and never applied them anywhere. If you look at the statements which I made screenshots of and I have attached here they just kept the money and didnt give me credit for it all nowhere. Then I called in to question the payment and I had mailed and payments that hadnt reached them yet, And the man on the phone told me that if I gave him the account number he would make sure that any of the paper checks that were mailed in were torn up. So I gave him my account number and the paper checks were not torn up and instead they charge me nonsufficient funds fee is and when I called up they apologize never remove them and theyre in my account anyway. This is a disgusting servicer and I want all of this corrected please. Can you please help me?
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| 06/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I am trying to get my loan modified and Shellpoint has been asking for documents from me continually but refuses to cancel my sale date of XX/XX/XXXX.
The requests being made daily are an attempt to keep me from having a " complete package '' and therefore, can not cancel my sale date.
Since XX/XX/XXXX I started again with another " updated packet '' with their " lists '' of request to which I have always promptly submitted back only to have this process dragged out with a sale date pending.
My compliant is that I am calling in on a daily basis to get the sale date cancelled only to be confronted with more ridiculous requests along with the fact that they take so long that my documents need to be updated, which I should not be penalized as not having documents in if they drag it out too long, but they have.
For example, I have given Shellpoint Profit and Loss Statements for months now, and 3 times since XX/XX/XXXX only to be told today that they want me to subtract the Income from the Expenses and put totals under " net '', which they have always asked me not to in the past. They asked me to " write the date '' next to my signature even though the date was clearly typed at the top of an explanation letter to begin with. They have added requests before even looking at the documents I have sent in, then stating I have an incomplete file but after speaking to a representative can locate the documents by date and resolve most " incomplete '' issues, ( but its up to me to figure it out not Shellpoint ). The new " made up requests '' are impossible to guess and keep fulfilling. They wanted me to add XX/XX/XXXX to the XXXX form and then stated I put XX/XX/XXXX when in fact the XXXX was the line between the XX/XX/XXXX! Anything to allow them not to cancel the sale date which has gotten me so upset that I am filing a complaint.
I do not trust them and feel that their complete incompetence is setting me up to lose my home on XX/XX/XXXX. If I can not get them to accept my documents as " complete '' soon they will then deny me stating that I did n't get my documents in within 37 days before the sale date so I am very concerned. What are the " required documents '' that I need to have in to them that would qualify as a complete package, as they have had literally months and months of documents given to them but are never satisfied.
Here is my basic package of what I have given them, many times over. But their added requests continue, plus change daily, plus expire as they take too long to process as completed, which is out of my control. They are DUAL TRACKING as I am trying to comply with all of their requests but I can not seem to ever arrive at a complete packet!
RMA XXXX DODD FRANK FORMS Household Expenses Hardship Letter Profit and Loss Statements Bank Statements ( personal, business checking and savings ) with the last one always well within 90 days current, with rental income circled, itemized, signed, dated, etc Mortgage statements Leases Letters of Explanation from HOA Fees, to rental deposits over {$1000.00}, to business income loss etc Taxes XXXX and XXXX My Social Security Award Letter for XXXX
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| 05/30/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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During the process of refinancing with Newrez towards the first week of the month XX/XX/2021. The documents Newrez sent via email to us were signed and sent back with the understanding of refinancing with no changes done to this new documentation agreements. Just lowering the interest rate was the purpose of the refinance. From 4.5 % down to 2.7 %. This was outstanding to my wife and I this was a no brainer we thought, so we proceeded.
During the first week we were advised by loan officer ( s ) XXXX XXXX and XXXX XXXX to not pay our mortgage for the month of XX/XX/2021 we were to use that money to put down for our closing cost for the refinance. Unfortunately this did not take place because there was several issues from communication to like a follow up then when it came down to the middle of the month for us to sign for closing with a scheduled notary no one showed up, no calls or emails were sent to us. XX/XX/XXXX Monday morning I reached out to NewRez complaining about this issue. They respond via email on XX/XX/2021 stating : Good morning, We are getting your loan corrected. What happened was the subordination for your loan had an approved loan amount lower than what we needed. Title has gone back to them to have this corrected.
Once this is done, I can get your loan rescheduled asap.
I apologize for the inconvenience but we will get this right.
Thank you! ) so much days and time as one went bye due to the lack of communication and misleading refinancing we received no assistance just a email explaining why which made no sense to us. All of which the mortgage is still due for the month we are still getting threatening letters from NewRez in regards to payment needed this is also confusing in one hand we thought we were refinancing with the company and the other hand the company sending us threatening letters of not paying on time and reporting to the bureaus for late or missing payment.
Still to this day while reaching out to NewRez regarding the refinancing we are still getting misleading information and emails stating their apologies on the mistakes made and how theyre rectifying certain documents and so on.. This is truly troubling and any help you can provide towards making sure this type of rhetoric and refinancial-confusion to other NewRez customers trying to refinance with NewRez this type of trickery practice on their behalf holding customers hostage by promising refinance delaying it by lies and lack of communication and not delivering. And by that would deliberately screwing up their customers on time monthly payments for their mortgage. This type of practice causing customers to fall into delinquent status which causes a domino effect of lowering the possible chances towards ever refinance into a standard loan. If youre under an FHA loan by them reporting to the bureaus causing bad credit scores and even worse families are now her falling behind do these troubling times we might even lose their home because of this type of debauchery. Ive reached out to other NewRez customers from XXXX sad to say my family are not the only families NewRez has attempted this type of practice ... This is troubling.
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| 06/17/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have complained and complained about NewRez/Shellpointe Mortgage Servicing. All you do is tell them my complaint, and they send you some pathetic response, and that's it. Nothing changes. They are pathetic, and so are you, in reality. This is not a " consumer protection '' bureau at all. But here 's my new complaint, even though I know it won't do any good.
I have been trying for the entire time I've been dealing with this company to do a loan assumption. They have lied and wasted vast quantities of time, over and over again. None of them know what they are doing. They all lie and are completely incompetent, it is pathetic. I can't see how the company makes any money at all. It is fascinating.
So they finally claimed that they had hired an FHA approved underwriter or something. Which is probably a lie. But they told me after months of lies and stalling that they finally had the personnel available to do the loan assumption. So they sent me the forms to fill out and told me all the stuff to send it.
Right there on their own paperwork, it says that they will complete the whole loan assumption decision making progress within one month of receiving the paperwork. Do you think they did that? No, they did not. Do you think I honestly expected them to? Of course not.
I sent them everything they asked for and more. It was sent USPS Certified Mail, signature required. I have their signature and proof of them receiving the information. They can not claim they did not receive it.
But here 's where it gets interesting. They lie and fail to communicate with me, week after week and month after month. They change personnel constantly. I can never get ahold of anyone that is supposed to help me. But out of the blue, a week after they receive the paperwork, they call me. I couldn't believe it. But they called me. They now claimed that some " 3rd party '' had been contracted to handle the loan assumption. This was news to me. The lies they previously told me were that they had to hire their own internal people. But okay, new lies. New stuff.
The guy that called me swore up and down that the third party would be calling me before that week ended. Well, they received the paperwork on XX/XX/2019. The guy called me, I think, on XX/XX/2019. Guess what? It is now XX/XX/XXXX as I'm typing this complaint. No one ever called. No one has returned my calls as I've tried to find out what is going on. No NewRez/Shellpointe person has called me. No " 3rd party '' has called me.
Is there really a 3rd party? Or is it just another lie? Did I spend tons of money on copying and mailing to just waste my time once again? Will this pathetic company ever do anything they are supposed to do?
I'm attaching the USPS receipts, just in case these pathetic people try to claim they never received the paperwork. Of course, they gave up that game when they called me and told me that some " 3rd party '' would be contacting me about the paperwork, anyway. But just in case, I'm attaching it.
I'm waiting now on pins and needles to read the pathetic response they are going to give to this complaint. What a waste of time. You should all be ashamed of yourselves.
|
| 09/04/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Shellpoint Mortgage has reported me delinquent on an account that was in forbearance and in trial payments for a loan modifcation 1. They notified me that my protection from the CARE act expired XX/XX/2021. The " true status '' of the loan without assistance that was offered by XXXX would then be reported.
My forbearance was active until XX/XX/2021 I contacted Shellpoint in XX/XX/2021 and spoke with a representative on exiting forbearance and was offered a loan modification and my first trial payment would be due XX/XX/2021 in the amount of {$1800.00}. This was confirmed by XXXX on XXXX XXXX I attempted to make a payment on XX/XX/XXXX as agreed. After multiple attempts I contacted Shellpoint and they told me I was unable to make a payment due to a delay in paperwork. I offered to make a full payment and they told me I could not make a payment on my mortgage.
They then rescinded the initial modification and did not offer a new modification until mid XXXX. I was finally able to make a payment the end of XXXX for the first trial payment.
2. Shellpoint advised I was reported because I was not in forbearance on XX/XX/XXXX. I had requested to exit forbearance and was offered a plan for modification and trial payments XX/XX/2021 but this offer was rescinded by Shellpoint.
Shellpoint website specifically states if you are seeking loan modification it will not negatively affect your credit.
They did give me an opportunity near the end of the emails to make a lump sum payment to protect my credit, despite being told this was not allowed by the CARE act.
I tried to make mortgage payments but Shellpoint would not allow me despite my account falling further behind each month.
3. As of XX/XX/2021 Shellpoint will be reporting me delinquent on my account over 180 days, despite on time modification trial payments and multiple attempts to pay this debt.
4. They feel they are reporting the true status of the loan without assistance from Shellpoint. I exited forbearance, made contact and made arrangements to pay. This is a XXXX XXXX loan and despite doing everything required by Shellpoint, my account is being reported delinquent.
XXXX. The care act provided protection from 120 days after the COVID national emergency ended The Covid National emergency was extended on XX/XX/2021 for another year per President Biden.
My credit score has now dropped 150 points. I am unable to secure a loan for a vehicle since my lease has ended., My job is in jeopardy with no ability to secure financing. I advised Shellpoint rep XXXX XXXX of this and she advised I should focus on my mortgage not other loans. This suggestion was surprising since I need a car to drive to work to pay my mortgage.
I have attached all email correspondence as well as info from the Shellpoint web site to show the policy on credit reporting.
If the only way IU could have avoided being reported to CRA was making a lump sum payment then I feel Shellpoint has negligently disregarded the wording and spirit of the CARE act.
Please have Shellpoint respond to this. I am requesting the delinquent record of mortgage be corrected and removed from XXXX ASAP.
XXXX XXXX
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| 02/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have repeatedly requested that Shellpoint Mortgage Servicing/NewRez document and support their poor accounting and junk fees that exist on my mortgage. I have cancelled checks from XX/XX/XXXX ( now ) until the present that show and support my claims that my home was not ever in foreclosure in XX/XX/XXXX & XX/XX/XXXX and they charge me junk fees and record bogus charges throughout these years for this. I have cancelled checks showing the payments from XX/XX/XXXX to the present for mortgage payments and they do not even come close to the ridiculous records that Shellpoint Mortgage has even when they were not servicing the loan.
For example : In XX/XX/XXXX XXXX XXXX XXXX was servicing my loan and I had an interest only mortgage. XXXX XXXX XXXX 's accounting sheets accurately report my payment, escrow payment and interest payments, and principal balance on each date. These are matched on Shellpoint Mortgage Servicing 's records until XX/XX/XXXX, where they begin to charge me fees and increase the Principal Balance of my loan BEFORE they ever even start servicing my loan! The balance begins to go up and never stops! They have the audacity to begin violating RESPA before they ever even own the loan!
This continues on the balance sheet and the loan is sold to XXXX XXXX yet they do not know exactly WHEN they take over Servicing the loan because they are so corrupt. I file a complaint with the AZ DFI and they response that they start Servicing the loan, " On or around XX/XX/XXXX '', but oops, it is in XX/XX/XXXX according to all actual records! Why? Because I begin questioning their accounting ( XXXX XXXX at the time ) and they must have gotten worried and paid someone to record the Deed transfer in XX/XX/XXXX but forgot about this I guess? Who knows but the CFPB doesn't want to do anything about it. They just keep on closing my complaints. ) I make payments on time to my mortgage throughout XX/XX/XXXX and XX/XX/XXXX and their records, try as we could, can not match the dates the checks were cashed by them and when they were paid and they will not correct their errors and remove them from my account. Their only interest is foreclosing on my house and in order for me to stop them from doing this I had no choice but to file for an injunction against them in court. This madness has to stop and I will keep filing complaints until it does.
The letter sent to me by them in response to me complaints says, " You have a right to request documentation supporting that no error has occurred '' yet they refuse to supply documentation and just keep on sending the same documents that show that multiple errors HAVE occurred and writing lies and no one at the CFPB looks at them. I had no idea that our tax dollars were going to an online blog and no one even works here! I need to get a job here so I can have the health benefits too because they are doing a better job investigating these predators at the other agencies. DO YOUR JOB AND GO AFTER THESE CROOKS OR JUST MAKE THEM DOCUMENT EVERY SINGLE LINE ITEM ON THE MORTGAGE STATEMENT WITH FACTS, INVOICES, AND PROOF JUST LIKE YOU ARE FORCING THE CONSUMER TO DO IN ORDER TO GET SOME RELIEF.
|
| 01/26/2022 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX ... ... ... ... ... ... ... ... ... ... ... ....
..
XXXX XXXX XXXX XXXX XXXX XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
XXXX XXXX, FL. XXXX ... ... ... ... ... ... ... ....
... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .....
Shellpoint XXXX XXXX XXXX XXXX, MI XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
Property Address : XXXX XXXX XXXX, XXXX XXXX, FL. XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .....
... ... ......
XXXX XXXX with Shellpoint : XXXX ... ... ... ... ... ... ......
First complaint letter filed XX/XX/XXXX : see reference number : XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .....
... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ....
On XX/XX/XXXX, I filed a complaint against Shellpoint Mortgage Services ( SMS ), account number XXXX, for failing to return my refund check on funds held in my surplus account in the amount of {$700.00}. Please see complaint number XXXX. SMS refused to apply the money to my old account listed above, and they refused to transfer the money to XXXX XXXX XXXX to use toward the shortage on my new account when the loan was transferred from SMS to XXXX XXXX XXXX, on XX/XX/XXXX. Now, they are refusing to process a refund directly to me based on page three of their own letter wants after the loan was current ... ... ... ... ... ... ... ... ... ... ... ... ... ....
According to a letter that I received from Shellpoint Mortgage Services dated XX/XX/XXXX, SMS would refund my money placed in my surplus account after my loan was paid current. Please see the XX/XX/XXXX, on page XXXX, where SMS stated that the company will mail a check once the loan was current. Also, I have supplied copies of all checks paid directly to Shellpoint Mortgage Services.
... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
... ... ......
Since I have requested my refund three times. First, in XX/XX/XXXX, by fax. Second, in XX/XX/XXXX, by a complaint letter filed with Consumer Finance Protection Bureau. Please see Shellpoint Mortgage Services response at XXXXCFPB Response XXXXXXXX. Third, in XX/XX/XXXX, by certified letter, and I have not received a refund. Please see certified letter dated XX/XX/XXXX. I feel that Shellpoint Mortgage Services has had adequate time to process my refund. However, SMS has failed to return my money. This refund has nothing to do with anybody else or any other company. I am requesting a refund of money paid directly to SMS. I paid Shellpoint Mortgage Services directly {$3100.00}, so I am requesting a refund for {$700.00} for money held in my surplus account that SMS failed to use for its purpose. Please see a copy of the all checks paid directly to Shellpoint Mortgage Services because as of today, XX/XX/XXXX, I have not received a refund ... ... ... ... ... ... ....
|
| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
We purchased our home on XX/XX/XXXX and used XXXX XXXX to service the loan. XXXX transferred the loan to New Rez.
New Rez took over servicing the account in late XXXX or XX/XX/XXXX. Please see document XXXX, which shows a new loan effective date of XX/XX/XXXX and an escrow payment of {$920.00} with an effective date of XX/XX/XXXX with a transfer date of XX/XX/XXXX. Hence the confusion of late XXXX or XX/XX/XXXX. The taxes were due XX/XX/XXXX. Please see document XXXX attached. The taxes owed if paid on that date would be {$5900.00} ( 3 % discount ).
I closed my re-fiance of my home with the VA ( XXXX ) on XX/XX/XXXX. To my dismay, during this closing time period, it was told to me that our taxes for the home had not been paid for XXXX.
I called NewRez in late XX/XX/XXXX to confirm that they had not been paid, though there was ample funding in the escrow account. They could not confirm it over the phone, but said I would have to email them ( XXXX ). As the date I was closing on my re-finance was imminent, I could not afford to wait for a response via email. I was told to send them the information and await a refund.
At closing, I confirmed the taxes owed were {$6400.00} including a late fee of {$240.00}. Please see document SEC-PO-Taxes good to XXXX.
I paid this amount on top of my closing costs. Please see attached check from the title company and a statement that my taxes have been paid in full for XXXX.
I feel that the late fees and loss of discount on the taxes should be covered by Newrez. I am owed the difference of what I paid {$6400.00} and what should have been paid {$5900.00} on XX/XX/XXXX for a total of {$430.00}.
NewRez should have paid my taxes in XX/XX/XXXX when they took over the account, because of this, I lost the discount for paying for the taxes and I had to pay late fees on the owed taxes.
I emailed this demand to New Rez on XX/XX/XXXX. They responded on XX/XX/XXXX, stating that because they did not have 30 days notice to pay the taxes, the taxes should have been paid by the previous servicer Fairway.
I contacted XXXX ( XXXX ) on XX/XX/XXXX. On XX/XX/XXXX, they responded saying that when the loan was transferred, it should have been paid by the new servicer.
On XX/XX/XXXX, I requested the documentation that New Rez used to make their decision. Basically I just want to see the regulation or law that says they should be allowed a 30 day leeway as they seem to believe they get and XXXX disagrees. I have not received a response and am now filing this complaint on XX/XX/XXXX. So here we are with two servicers pointing fingers at each other and no remedy for me.
I reviewed the regulations and the federal law, which brought me to you. 12 CFR 1024.34 ( a ) says that the servicer shall make payments from the escrow in a timely manner to avoid a penalty. This seems to indicate that since New Rez was the servicer when the taxes were due, they should have made the payment. There does not seem to be a courtesy of 30 days from when taxes are due. The regulation seems clear. See also 12 U.S.C. 2605 ( g ) " the servicer shall make payments from the escrow account for such taxes ... ''
|
| 04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
My loan transferred from XXXX XXXX to Shellpoint in XXXX of XXXX.
Representatives at Shellpoint seem to be very uneducated and incapable of resolving or explaining issues pertaining to my mortgage.
I have made several call and to the company and spoken with several representative along with making requests verbally and via email for a Manager to contact me back to resolve the outstanding issues.
Shellpoint is committing a crime by adding force placed insurance to my mortgage loan of {$2000.00} added both in XX/XX/XXXX and scheduled to bill me again in XX/XX/XXXX per their mortgage analysis. I first reached out to Shellpoint regaurding this in XXXX. The Team lead I spoke with stated he did see where I am insured by XXXX insurance and didn't understand why I would have force placed insurance. He requested me to send a copy of the policy just in case and he would note the file.
I expressed concern that I was still being billed {$2000.00} XX/XX/XXXX and should not have because have had no interruption of insurance ( I only changed insurance carriers and the mortgage company paid the insurance out of my escrow ) The rep stated he did show the amount but was positive it was not added to my account balance. He stated he would have a new escrow analysis completed and sent out to me reflecting there was no charge for Hazard insurance and no change in my monthly payment due. I emailed the copy of the EOI to Shellpoint XX/XX/XXXX and received no new written analysis and it assumed the issue was resolved. My XX/XX/XXXX and XX/XX/XXXX stated payment appeared to be accurate. I did however place several more calls to Shellpoint because I did not get written confirmation that this issue was cleared. Online I could still see that the charge for {$2000.00} XXXX was still reflecting and not reversed. Still no resolution. I did however believe that the issue was resolved because there was no issue in my XXXX and XXXX Statements that is until I received my monthly statement for XXXX requesting me to pay {$1900.00} I promptly called Shellpoint again and issued a complaint and pointed out errors. I was assured that everything wld be corrected and a Manager wld call me back. I received my XXXX statement and this statement shows a payment due for {$1100.00} where I again placed a call to Shellpoint bringing notice to the error and the fact that I have insurance. No one was willing to help and I was told the issue wld go for Manager call back. To date I have received no communication from Shellpoint. On XX/XX/XXXX I did send an email to Shellpoint regarding my unanswered complaint this was done due to having received a collection call and being advised that my credit wld be effected by the short payments because the error has not been corrected my credit and my property wld be at risk. I again asked for a Manager call back and did also advised I would be filing this compliant. I have attached copies of the email 's sent to Shellpoint, the EOI and escrow analyses both from XXXX ( previous servicer that shows them paying my insurance company ) and Shellpoint escrow analysis along with monthly billing statements and payment history.
|
| 03/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My home mortgage was transferred from XXXX XXXX ( XXXX ) to ShellpoinXXXX on XX/XX/XXXX. In XX/XX/XXXX I received a delinquent notice from my local property tax office. I called them and no payment had been made by Shellpoint ( my mortgage package includes escrow and payment of insurance and property taxes ). Shellpoint claimed to have sent the payment but had paid {$1900.00} instead of my usual approx. {$1300.00} per quarter in property tax. I finally realize the problem might be confusion about my lot number. The local tax assessor confirmed that I was right. my lot number is XXXX and shellpoint had paid the taxes for property on lot XXXX. And the amount they paid ( {$1900.00} ) was the amount due for that other property too. Then I looked on line and found a statement of my account details that listed my property lot number as XXXX, which is NOT CORRECT. Because the payment had been made in my name, the local tax assessor was willing to transfer the money from my neighbor 's account to my account and hold a credit for me in the amount overpaid by shellpoint. Now, my main concern is to get the lot number corrected as it was not my mistake. They claim that their third party tax researchers would need to look into it. On XX/XX/XXXX they told me that they'd have an answer within 48 to 72 hours. A week later, I still hadn't heard from them. When I called back to ask what they had found out, they still had no answer but I discover that they had paid an additional {$5000.00} (!!!! ) apparently this time for a county tax lien against a delinquent sewer bill. ( I pay my sewer bill every month and am currently up to date on that account as well as all other bills related to this home. ) So now I realize my escrow account has been drained to negative ( - {$3000.00} ) and it's been used two separate times to pay bills that are not mine! Meanwhile I still can't get any answer from Shellpoint and they consistently fail to call me back by the times that they promise to get me an answer. They have told me that it will take about 6 to 8 weeks for them to get the money they paid back from the county. And they have said that, during that time, they will not use their own funds to replenish my escrow account. Escrow analysis isn't until XXXX this year so they claim this negative escrow balance will have no effect on my payments. I am not satisfied with that as I'm not confident that this won't end up becoming a bigger problem if we don't fix it now. Certainly, if I took {$7000.00} of their money and spent it without their authorization, I doubt they'd be willing to wait 6 to 8 weeks for me to make it right. They refuse to let me speak to anyone at the company 's legal department or anyone with the authority to make any real decisions. I am stuck dealing with customer service agents and their supervisors but they, of course, just do their usual scripted run-around. ( note : the supervisor who has consistently not kept his promises to get back to me is named XXXX. he is also the one who claims that it is reasonable to make me wait to get my account rectified until they can retrieve their errant payment from the local county. )
|
| 08/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Paying off the loan
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|
Web |
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Exactly!
More options and choices have opened up on this website or cfpb portal for me to choose or report when making a complaint to financial institutions or on my case mortgage companies for past transactions.
I've seen this before but forgot. I won " this time.
XXXX XXXX is using a service on me to limit my internet info that i see and communication where they alter info and what can be seen on the internet by the homeowner they are targeting. I describe as being or living in bubble of misinformation at all times. All public computers around you, all phones you can obtain, anywhere you can or could use the internet, they make sure to hack so they can filter/alter/change to their discretion to basically control the homeowner from exposing the fraud they know of that these mortgage companies are doing.
Get me out of this bubble of misinformation and stoop controlling my internet information to fit your needs. I know how the CFPB is supposed to look when logging and filing a complaint! Ive known for some time now and the filtered version you had on me for so long aint it! I just didn't find value in reporting it sooner but will not stop reporting it now until you take it fully off!
They have opened me up to identity theft where the fraud is still trying to be committed on me y getting me to give up my login info to credit websites like XXXX you see in snapshot attached. I seriously doubt that email address is legit.
Also, see attached correspondence by IRS they sent to me. I don't recall inquiring about anything regarding last years taxes but that's mainly because i never filed them. Please tell me someone didn't commit more tax fraud on me by filing last years taxes for me to recognize the capital gain i need to recognize for the cancel debt of my home loan by New Rez. Yea, maybe if i was informed and it wasn't hidden from me until after XXXX. XXXX, the date i was evicted and thrown out of my home i come to find out i fully own, i might of actually made that inquiry with the IRS so wouldn't raise any red flags. But it does. And its because of the Tax Fraud that continues to be done on me.
Also, see proof of homelessness i attached. Im homeless over here living in a shelter becaseu of the fraud XXXX XXXX did to me bu thats no the unbelievable part to this all i say. Its that all this time im claiming to be homeless, its actaully not true. Apparently, this whole time I owned the home! Homeless but I own a home. In full. Deed transfer and everything that if property taxs for last year that i owe ( when dont have a mortgage, theres no escrow takne out to pay prop taxes for you at end of yr ) arent paid soon, i stabd to lose it due to a tax foreclosure. Can you beleive that? This has to be cruel joke or some really messed up protocol done to homeowners they committed fraud on are destroyed and eventually disposed. XXXX but i own a home! Makes no sense! And wont form much longer since im being kept from getting a phone that could lead to getting a job that would afford me to pay property taxes i owe that could actaully help me retain my home. That I didnt even know all this time, i own!
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| 12/16/2020 |
Yes |
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- Trouble during payment process
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Web |
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This is now my second complaint with NewRez in regards to the same issue ; my original terms of my FHA 30 year Mortgage loan are not being honored by NewRez. My original note/term for my FHA 30 year fix is that there is no escrow cushion that is required in servicing my account. Since NewRez has bought out my loan from Ditech, NewRez stated nothing on my original note/terms would change, other than who I remit my payment to each month.
On XX/XX/2020 I received a response from a XXXX XXXX in the escalations department stating that NewRez declined in removing the cushion from my escrow account, and that the escrow shortage would be paid over a 60 month period instead of a 12 month period. However, this is illegal. I should not have to pay for a cushion in my account because NewRez requires it for their customers. I didn't ask to be their customer, rather my loan was sold to the from Ditech. The response also stated that NewRez confirmed that a " cushion '' was included with my prior servicer and attached an " annual escrow account disclosure statement '' from Ditech. However that statement explains a future escrow shortage and the two options I have to pay it. No where on the statement does it state of me having to have a cushion or needing a cushion to fund. Rather the statement ( which I did receive annually from Ditech ) states how I would like to pay my shortage, not that I need any cushion. Therefore the documentation NewRez is providing for their proof of why I have to have the cushion is insufficient because I was never required to have one before. Also, per NewRez 's terms of taking ownership of servicing the loan, again, nothing was to change with my original terms of the note. Could NewRez please provide sufficient proof as to a cushion being added by my previous servicer 's of the loan? If not, again it is illegal to change the terms of my original FHA note without my consent, and I want my money back from my escrow cushion thus far, and the cushion to be removed. I have NEVER consented to this.
In NewRez 's response it also states that they have a staff dedicated to compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. However whenever I call the escalations department I am asked to leave a voicemail for someone to call m e back and I never get a call back and that is why I have to resort to filing a CFPB complaint every time I need something to be resolved with NewRez. I feel as though this mortgage company is a scam because I can never get through to anyone, let alone have my original terms of my mortgage be honored.
Attached you will find NewRez 's response to my initial complaint that again we are revisiting. Also attached you will find the documentation they submitted stating their " proof '' of the 1/8 escrow cushion being added by my previous servicer ( which is not proof of that rather options for my escrow shortage ).
Again, I am asking for the cushion to be removed, and my excess monies in the escrow account to either be refunded back to me, or put to my delinquent mortgage payments.
|
| 08/10/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I filed a previous submission # XXXX from cfpb, on XX/XX/XXXX. I am refiling my complaint, due to failure to release an outdated mortgage and several illegal foreclosures regarding an outdated loan on my home which I purchased back in XXXX, which XXXX XXXX XXXX was sued along with XXXX XXXX XXXX for illegal loan practices. My mortgage of XXXX was a part of a national law suit which contributed to a global recession. The investor allegedly is XXXX XXXX XXXX XXXX XXXX, who does not hold an original note, nor doing business as my investor. They now calculate I owe XXXX, which is impossible to pay now, after 11 years of denying me. I have pursued each servicer for 11 years to obtain an affordable mortgage and they denied me. They deny me loan modification year after year me because they do n't have any rights to my property. They continued to perform several illegal foreclosures to take my home and each time they cancel at the very end. The last servicer, XXXX XXXX XXXX managed to get a judgement, only because I got sick and could not make it to court. I hired a lawyer by the name of XXXX XXXX and they did nothing to help me, just took my money. My argument is that I am requesting this mortgage to be extinquished and destroyed because this loan was part of a class action lawsuit because of illegal loan practices done back in XXXX and there is no proof of an original note. The last time I spoke to XXXX, stated they only have a copy of the original note, they then transferred this mortgage to Shellpoint loss mitigation department. I feel they may create one next time, because they told me they did not have an original note. This process has been going on since XXXX and it is now XXXX and this loan keeps transferring to different servicer 's who hire these attorneys to take innocent peoples homes, never doing their homework on the property. they just want to take the home and sell it an pocket the money. The statutory right of redemption is 7 years in a home, I 've lived in mine 11 years. Even if I had paid their rediculous fees, they could never give me a release because their is not an original note. This mortgage should have been destroyed or forgiven. I have possession of the original stamped deed. I pray that some justice is served, being that this is the 4th time a servicer comes after my family home, its been 11 years, I 've lived in this home. This is my family 's home, not just any house. PS : last sale date was XX/XX/XXXX, new sale date XX/XX/XXXX. The bank cancelled the sell date for some reason, which they told me they could not discuss with me ; another illegal attempt to take my property. I am the only owner of this property located at : XXXX XXXX in XXXX. Please help me get my release of Mortgage or Mortgage forgiveness because its been 11 years and these foreclosures are illega. My name is : XXXX XXXX, located at : XXXX XXXX, XXXX XXXX, contact XXXX. XXXX Involved parties : The XXXX XXXX XXXX XXXX XXXX, plantiff attorney for the plantiff is : XXXX XXXX XXXX, now XXXX XXXX XXXX XXXX XXXX, XXXX, Il XXXX Shellpoint Mortgage Servicing XXXX XXXX loan number :XXXX XXXX XXXX XXXX Michigan XXXX
|
| 01/10/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
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Web |
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We had a mortgage ( XXXX # : XXXX ) from XXXX on our house at XXXXXXXX XXXX XXXX XXXXXXXX CO, XXXX. Our house was burned down in the XXXX XXXX ( XX/XX/XXXX ). We got funds from our insurance company in several checks that had to be sent to XXXX. XXXX kept in a secure escort money that was up to the principle of our mortgage, and released to us funds that were above the principle.
XXXX representative told us we can do an inspection of the rebuilding of our lost home, and the money saved in escort covering our principle will be released to us with the progress of the rebuilding, When the inspection will be at 50 % of the rebuild all the money from our secure escort will be release to us.
Our mortgage was sold from XXXX to Newrez on XX/XX/XXXX ( Loan number stayed the same XXXX ). We were not part of this sale and never been asked if we agree to that. All the mortgage details were transferred with no change ( The principal, the interest, etc. ) But one important issue got worst for us. The Newrez representative told us they are releasing the money in the secure escort according to the progress of the rebuild and will release all the money at 95 % of the rebuild. This is worsening our terms with XXXX, and I dont think this is allowed. We have committed payouts to our constructor that we took on ourselves when we were under XXXX by knowing all the money will be released to us when will be 50 % done on the rebuild and not 95 % and now, we dont have the funds to pay our contractor.
As you can see in the attached document ( Checks received ) on XX/XX/XXXX we got a check from XXXX ( Our insurance company ) for {$200000.00}. The check was sent to XXXX and deposited by XXXX in our secure escort. At that time our principle was about {$280000.00}.
On XX/XX/XXXX an inspection was done by a XXXX representative ( See attached ) that showed 25 % of the house was rebuild. As you can see in the attached document ( Checks received ) on XX/XX/XXXX XXXX sent a check to us for the sum of {$290000.00} releasing the money we got from the insurance plus some of the money held for the principal, because of the progresses in the rebuild.
On the XX/XX/XXXX we got another check from the insurance ( see attached Checks received ) for XXXX. At this time our mortgage was under Newrez and we sent the check to them to put in our secure escort.
On XX/XX/XXXX Newrez representative did an inspection that determine 51 % precent of the rebuild was done ( See attached ).
On XX/XX/XXXX XXXX sent us a check ( see attached Checks received ) for {$160000.00}. A XXXX representative told me this amount was taking in to account the latest check received from the insurance and the latest inspection report ( That showed % XXXX of the rebuild was done ).
I have no idea how XXXX came to this amount. It will be nice if they send us a report of the calculations they made.
If we were under XXXX all the money in the secure escrow have been released to us, and if my calculations are correct that should be around {$410000.00}. XXXX can not worsen our terms we had with XXXX and should release now all the money kept in our private escrow.
|
| 04/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint has continued throughout the last few years to force place hazard insurance although I have provided proof of hazard insurance that is covered through my condominium association and that I pay through my monthly association dues, besides a separate policy for homeowners insurance. I am currently on XXXX XXXX with the federal government and XXXX in XXXX, the XXXX XXXX XXXX assisting survivors from Super Typhoon Yoto. unfortunately, due to my deployment, I am away from my home for several months at a time and by the time I have my mail forward several months have passed, I am proactive and notify all my creditors on my deployment status. I have all my bills paid through online banking and have every creditor that offers online statements active, I pay my mortgage in advance with a couple of months of cushion in case of a government shutdown. I notice an increase for my XXXX monthly payment by over {$300.00} dollars and immediately contacted Shellpoint, since then I was advised that force-placed hazard insurance was added. I immediately contacted my association and they forward me the condominiums hazard insurance policy I then forward it on XX/XX/XXXX to Shellpoint. It seems that after further research my personal content insurance company XXXX XXXX billed Shellpoint alongside myself for my yearly renewal for my personal furniture replacement policy. As I can appreciate their interest in making sure my furnishings are covered in case of an emergency, this is something I have handled personally for sixteen years since I have owned my condominium and paid the policy in full back on XX/XX/XXXX. I requested my insurance company to reimburse Shellpoint and they have provided a check in the amount of {$1000.00} XX/XX/XXXX. Since then I have been battling with Shellpoint to update my escrow analyst and policy to take off the hazard insurance and credit me for all overpayments owed regarding the forced place insurance since XX/XX/XXXX. I have also sent a written request for Shellpoint to close my escrow account and to no longer pay, my personal contents insurance or any third party company request for payments through my escrow account and they are refusing to do so. I have also filed a XXXX XXXX XXXX complaint. I have also been getting the run around from their customer service department to no fault of their own since my account is not properly noted and they do not have a way to explain to me why my mortgage for the month of XXXX is {$900.00} when my P & I payment is {$710.00} and even if my taxes are escrowed in the amount of {$51.00} should give a total of {$760.00}. Moreover, customer service representatives have paraded me throughout every department insurance, escrow and are unable to answer my questions. Shellpoint wants to continue to overcharge me and act like a savings bank for me to continue to pay them in excess so they can reimburse me months after, I am unwilling and unable to continue to overpay Shellpoint. I ask that they once and for all stop, mal administrating my mortgage seize all request for overpayments sand correct my mortgage payments and close my escrow account.
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| 05/25/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2022, " Borrower '' called and spoke with " Shellpoint CSR, '' XXXX XXXX, requesting the two payments sent on XX/XX/2022, and XX/XX/2022, be used for the May 2022 monthly payment. In addition, " Borrower '' also requested the payment of the {$210.00} Late Charge Payment and the {$20.00} NSF Fee Payment be reversed to allow for the {$880.00} funds to be used for paying the May 2022 monthly payments.
" Shellpoint XXXX, '' XXXX XXXX begrudgingly made " Borrower '' request with an apparent deep sigh.
" Shellpoint XXXX, XXXX XXXX then questioned " Borrower '' on when payments will be made on the {$210.00} Late Charge and {$20.00} NSF Fee, rather than apologizing for the misunderstanding. " Shellpoint XXXX, XXXX XXXX informed " Borrower '' that the same situation will occur every month until the fees are paid. " Borrower '' stated the payments would be made when " Borrower '' is ready to make the payments.
" Borrower '' proceeded to ask " Shellpoint XXXX, '' XXXX XXXX, to provide payment dates for XX/XX/2022, XX/XX/2022, XX/XX/2022, and April 2022 monthly payments. " Shellpoint XXXX, '' XXXX XXXX then asked " Borrower '' if he had access to the online portal. " Shellpoint XXXX, XXXX XXXX began directing " Borrower '' to the online portal to use while " Shellpoint XXXX, '' XXXX XXXX verified the information over the phone together. " Borrower '' proceeded over to the computer to go online before communicating to " Shellpoint XXXX, '' XXXX XXXX that he had already verified the information online and filed a " CFPB '' complaint requesting the " CRAs '' reporting to be updated on the 2022 payments in question.
" Shellpoint XXXX, '' XXXX XXXX seemed a little miffed at this information. Shellpoint XXXX XXXX XXXX refused to provide the information " Borrower '' was requesting on 2022 monthly payments because " Shellpoint '' had responded to the " CFPB '' complaint. Unfortunately, however, the " CFPB '' website is down, and " Borrower '' has not been able to access " Shellpoint 's '' XX/XX/2022 response.
" Borrower '' thanked " Shellpoint XXXX, '' XXXX XXXX for his interest in the details behind " Borrowers '' request before informing Shellpoint XXXX, XXXX XXXX that besides Shellpoint XXXX, XXXX XXXX personal opinions, " Shellpoint '' is required by law to provide " Borrower '' information on " Account '' promptly and correctly when requested.
" Shellpoint XXXX, '' XXXX XXXX went into a tirade about legalities, attempting to prove his understanding of the law over the " Borrowers. '' " Shellpoint XXXX, '' XXXX XXXX stated in the middle of his tirade that this ( Shellpoint Customer Service phone line ) is not the place for " Shellpoint '' to be doing research and providing verbal confirmation about " Account '' information to customers.
" Borrower '' shouted at " Shellpoint XXXX, '' XXXX XXXX to get him to stop his tirade. " Shellpoint XXXX, '' XXXX XXXX continued with his tirade as " Borrower '' listened. When finished, " Borrower '' kindly thanked " Shellpoint XXXX, '' XXXX XXXX for providing " Borrower '' with all the information " Borrower '' needed before hanging up the phone.
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| 03/02/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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Our firm, XXXX XXXX, XXXX, has been monitoring our client 's request for mortgage assistance to Shellpoint to ensure Shellpoint 's compliance with Regulation X. We sent Shellpoint our client 's complete Request for Mortgage Assistance Application via facsimile on XXXX XXXX, 2016. Additionally, a hard copy of the application and supporting documents were mailed via certified mail [ Tracking No. : XXXX XXXX XXXX XXXX XXXX ] to the address designated by Shellpoint for Loss Mitigation applications on XXXX XXXX, 2016. According to the U.S. Postal Service, Shellpoint received the hard copy application and documents on XXXX XXXX, 2016. At both the time the application was sent by us and received by Shellpoint, there was no foreclosure sale date scheduled for the property. Accordingly, the application was received more than 45 days before a scheduled sale date. Moreover, we sent a Request for Information ( " RFI '' ) to the address designated by Shellpoint on its website for such correspondence on XXXX XXXX, 2016 asking Shellpoint to determine whether the application submitted was complete or incomplete and to provide a list of any documents missing if any.
Despite being required to send written acknowledgement of a complete or incomplete package after receipt and to respond to the Borrower 's RFI under Regulation X, Shellpoint has failed do either. As of the date of this complaint, Shellpoint has failed to send any written acknowledgement of the Borrower 's application or any written response to the Borrower 's RFI as is required under Regulation X. Due to its failure to acknowledge our client 's application package, we subsequently sent Shellpoint a Notice of Error ( " NOE '' ) on XXXX XXXX, 2016. As of the date of this complaint, we have not received any written acknowledgement or response to our NOE either. Even more unnerving than Shellpoint 's failure to acknowledge receiving the Borrower 's application is its blatant disregard for its responsibility to take any steps available to stay foreclosure proceedings as it completes the review of the application.
While it is well settled that servicers shall instruct their counsel to take any necessary action ( s ) available to stay a pending foreclosure proceeding as a review is completed, Shellpoint has clearly failed to do. Instead, its counsel has pushed forward with the foreclosure against our client and insisted the trial go on as scheduled for XXXX XXXX, 2016. We put both Shellpoint and its counsel on notice of its failure to take any action to stay the proceeding due to the application review by sending an additional NOE to Shellpoint and handing its counsel a copy in open court. Notwithstanding the foregoing, Shellpoint 's counsel continues to insist we move forward with the trial, which is set to continue every day for the next few weeks. We believe Shellpoint is blatantly disregarding its responsibilities owed to our client pursuant to Regulation X and is brazenly engaging in the prohibited practice of dual-tracking each and every day that the trial proceeds while the review of our client 's loss mitigation application is still pending.
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| 07/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am writing to request an accurate and timely reporting of my reinstatement to be delivered to the Keep Your Home California ( KYHC ) program team.
I became aware on Friday XX/XX/XXXX that the KYHC team is struggling to create an affordable payment for me through their program ( which would help me to save my home ) because the Servicers Worksheet provided to KYHC by Shellpoint in late XX/XX/XXXX shows a total due to bring current upward of $ XXXX. I have not missed a payment since XX/XX/XXXX but SHELLPOINT HAS BEEN REFUNDING MY MORTGAGE PAYMENTS, accumulating a much higher reinstatement amount than originally proposed.
I contend that the reinstatement amount is {$54000.00}. Here is the evidence : XX/XX/XXXX Mortgage Statement shows Reinstatement Amount {$54000.00}. Again, I have not missed a single mortgage payment since XX/XX/XXXX.
The following mortgage payments I made were delivered to Shellpoint and electronically re-deposited to my checking account without my permission.
XX/XX/XXXX {$4000.00} refunded on XX/XX/XXXX XX/XX/XXXX {$4000.00} refunded on XX/XX/XXXX XX/XX/XXXX NOTICE OF DEFAULT AND INTENT TO ACCELERATE reinstatement amount {$54000.00} ( {$250.00} of interest since XX/XX/XXXX on payments that I DID make? ) XX/XX/XXXX {$4000.00} refunded on XX/XX/XXXX Additionally, Shellpoint delayed my eligibility for KYHC for one month.
I was accepted to the KYHC program on XX/XX/XXXX and shared that information with the Shellpoint Loss Mitigation Team and with XXXX XXXX, my contact at Shellpoint, before XX/XX/XXXX, the deadline for my appeal for a loan modification denial.
By XX/XX/XXXX I learned that KYHC was just waiting for a Servicers Worksheet from Shellpoint ( I was assured by KYHC that my responsibilities to provide documentation to KYHC were complete and there was nothing more I could do to further my application. ) During the week of XX/XX/XXXX, I learned that KYHC still had not received a Servicers Worksheet from Shellpoint, further delaying my eligibility.
When I became aware in XX/XX/XXXX that Shellpoint was refunding my payments, I spoke to XXXX XXXX, the representative assigned to me. She explained that Shellpoint would continue to refund the payments. I spoke to the bank manager at XXXX XXXX XXXX XXXX and she assured me that she could not stop Shellpoint from refunding my mortgage payments. So, I stopped making payments starting in XXXX since I was assured they would be electronically refunded to my account.
Given that I was accepted to the KYHC program on XX/XX/XXXX, I assumed that the various teams would support me in a timely manner and accept my mortgage payments. To continue supporting me to keep my home, the XXXX I have owned and lived in since XXXX, I request that 1 ) Shellpoint accept my mortgage payments for XXXX through XX/XX/XXXX, which I can mail right away. 2 ) Communicate the appropriate reinstatement amount to KYHC, {$54000.00}.
Given that a Notice of Default was recorded with the County on XX/XX/XXXX, this is an urgent matter. I am certain that the Shellpoint team and KYHC want to avoid foreclosure and work together to help me keep my home.
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| 08/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021 My husband and I decided to refinance our home loan with XXXX XXXX XXXX XXXX. When we decided to refinance our loan we also decided going forward we would waive our escrows and pay them ourselves.
We received a Mortgage Statement in the mail from our previous mortgage company Newrez with a statement date of XX/XX/2021 due on XX/XX/2021 letting us know that our current escrow balance was {$4100.00}.
On XX/XX/2021 XXXX XXXX XXXX XXXX ordered a payoff from my loan with Newrez. The payoff had a principal balance of {$310000.00}, interest to XX/XX/2021 {$660.00} ( this was later updated on the Final Closing Disclosure adding 5 more days with an additional {$160.00} in interest making my payoff good thru XX/XX/2021 ). A release fee of {$25.00} and Funds owed by borrower {$590.00}. At the time my total payoff was {$310000.00}.
After speaking with the processor at XXXX XXXX XXXX XXXX I told her my mortgage payoff should not be that high. At the time I didn't have a copy of the payoff in hand and the processor said she didn't know what the {$590.00} charge was for.
After getting off of the phone with the processor at XXXX XXXX I called Newrez and asked to speak to someone in the escrow department. I was transferred to Customer Service instead. I was told there was no escrow department.
The Customer Service Rep at Newrez said the {$590.00} fee was to cover my MI payment. I asked if the MI payment could be taken out of my escrow account like it had been over the past year? The Rep said she was unable to have the MI deducted from my escrow account because the system wouldn't allow her to do it that way.
On XX/XX/2021, the day of my refinance, the balance in my escrow account was {$4100.00}. That same day Newrez took out {$290.00} for my MI payment, leaving me with a new balance of {$3800.00}. On XX/XX/2021 the day my refinance funded Newrez added back into my account the {$290.00} that was taken out on XX/XX/2021 bring my balance back to {$4100.00}.
After my loan funded with XXXX XXXX receiving an escrow check in the mail in XXXX. When I noticed the amount was not {$4100.00} I called XXXX to find out why the check was only in the amount of {$3800.00} instead of the full amount? This amount would have been fine if I hadn't already paid the full amount of {$590.00} for MI at closing.
I was told that the MI payment needed to be paid and that the check was the correct amount. I informed the person I was speaking to that the MI amount of {$590.00} was added to my loan payoff and the MI payment was paid at the closing, therefore nothing should have been taken out of my escrow account.
Customer Service said they could not resolve the issue and I would need to email XXXX about the matter. I've emailed XXXX with copies of my escrow history and a copy of the loan payoff that was paid at closing with the MI charge three times. I've called Customer Service several times and they still believe that taking the money from my escrow account bring my MI current AND collecting the same amount on the loan payoff that was paid at the closing was the correct thing to do.
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| 05/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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TO WHOM IT MAY CONCERN : I HAVE A MORTGAGE WITH SHELLPOINT MORTGAGE SERVICING WHICH WAS BOUGHT FROM XXXX XXXX XXXXXXXX MANY YEARS AGO. WHAT HAPPENED WAS, XX/XX/XXXX, MY EX-HUSBAND AND I QUICK CLAIMED MY PROPERTY TO MY BROTHER, SHORTLY THERE AFTER, THE PROPERTY WAS BOUGHT OUT BY SHELLPOINT MORTGAGE, WHICH LEFT ME ON THE MORTGAGE AND MY BROTHER ON THE DEED. XXXX OF XXXX, I CONTACTED XXXX XXXX XXXX XXXX XXXX TO ASSIST ME WITH A MODIFICATION DUE TO THE FACT THAT SHELLPOINT WAS INCREASING MY MORTGAGE PAYMENT GRADUALLY FROM WHEN THEY FIRST BOUGHT THE LOAN FROM XXXX XXXX XXXXXXXX FROM A PAYMENT OF {$1600.00} TO {$2600.00} DURING XXXX OF XXXX AND WOULD GO TO A FINAL INCREASE OF ALMOST {$2900.00} BY XXXX AT AN INTEREST RATE OF ALMOST 5 %.
XXXX XXXX XXXX TOOK MY CASE AND CHARGED ME {$4500.00} TO DO A LOAN MODIFICATION. THE LOAN MODIFICATION WAS COMPLETED BY XX/XX/XXXX. SHELLPOINT MORTGAGE SENT ME MY 3 TRIAL MOD PAYMENTS STARTING XX/XX/XXXX, XX/XX/XXXX, AND XX/XX/XXXX IN THE AMOUNTS OF {$2500.00} WHICH I DID SET UP TO BE DRAFTED AUTOMATICALLY WITH MY POINT OF CONTACT MANAGER.
AFTER THE TRIAL MOD WAS COMPLETED, SHELLPOINT MORTGAGE SENT THE PERMANENT MOD TO BE SIGNED AND NOTARIZED, HOWEVER, I NOTICED THAT THEY PUT NOT ONLY MY NAME AS BORROWER BUT MY EX HUSBAND 'S NAME AS NON-OBLIGOR TO BE SIGNED AND NOTARIZED BY BOTH OF XXXX. I RECEIVED THIS ON XX/XX/XXXX. I CALLED XXXX ON MONDAY XX/XX/XXXX, EXTREMELY IRATE AND TOLD THEM THAT THEY MADE A SEVERE MISTAKE. MY EX HUSBAND AND I HAD QUICK CLAIMED THE DEED TO MY BROTHER IN XXXX AND MY EX AND I HAD DIVORCED IN XXXX, SO THERE IS NO WAY MY EXHUSBAND COULD BE ON MY DEED AS A NON-OBLIGOR TO SIGN ON MY FINAL MOD AGREEMENT. IF ANYTHING, IT SHOULD STATE ME, AS THE BORROWER AND MY BROTHER AS THE NON-OBLIGOR, ALLOWING BOTH OF US TO SIGN AND NOTARIZE THE FINAL MOD. SHELLPOINT, STATED, THEY WOULD RESEARCH IT AND GET BACK TO ME. ON TUESDAY, XX/XX/XXXX, A SUPERVISOR FROM SHELLPOINT MORTGAGE CALLED AND STATED THAT, ALL THEY NEEDED WAS A COPY OF THE QUICK CLAIM DEED AND ALL WOULD BE WELL. TUESDAY EVENING, I FAXED THE COPY. ON FRIDAY XX/XX/XXXX, I CALL SHELLPOINT AND SPOKE TO MY POINT OF CONTACT MANAGER AND HE INFORMED ME, THAT SHELLPOINT HAD RECEIVED THE QUICK CLAIMED DEED AND THAT THEY WOULD BE SENDING OUT A NEW AND CORRECTED MOD AGREEMENT WITH JUST MY NAME ONLY AND ALL WOULD BE WELL. ON XX/XX/XXXX, I RECEIVED AN EMAIL FROM MY POINT OF CONTACT MANAGER AND TO MY ASTONISHMENT, WHAT I THOUGHT WAS CORRECTED AND WELL, WAS DEFINITELY NOT. MY POINT OF CONTACT MANAGER STATED THAT, SINCE MY BROTHER WAS GRANTEE ON THE RECORDED DEED, HE WILL NEED TO ASSUME THE MORTGAGE INSTEAD OF IT BEING MODIFIED IN MY NAME. I WAS QUITE IRATE AGAIN. ON XX/XX/XXXX, I CALLED THE POINT OF CONTACT MANAGER AND HE STATED, ALL THAT CAN BE DONE IS THAT, MY BROTHER HAS TO ASSUME THE LOAN AND APPLY FOR A NEW MODIFICATION BECAUSE HE CAN'T BE ON THE DEED, WHILE I AM ON THE MORTGAGE. I WAS INFORMED THAT, IF WE DID NOT DO THIS, I MUST EITHER SHORT SALE MY PROPERTY OR IT WILL BE FORECLOSED ON. I HAVE DONE EVERYTHING IN MY POWERS TO SAVE MY PROPERTY, WHERE I WANT TO CONTINUE TO LIVE. I NEED HELP!!!
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| 05/13/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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Our firm, XXXX XXXX, XXXX, has been monitoring our client 's request for mortgage assistance to Shellpoint to ensure Shellpoint 's compliance with Regulation X. For the past several months, we have been actively trying to save our client 's property from foreclosure through the loss mitigation process. This is the second CFPB complaint we have had to file in connection with this loan account due to Shellpoint 's failure to properly process our client 's loss mitigation application. Moreover, we have had to send several Requests for Information and Notices of Error in connection with the aforementioned failure. Shellpoint has failed to provide any substantive response to any of our correspondence since the last CFPB complaint filed.
We sent Shellpoint our client 's complete Request for Mortgage Assistance Application via facsimile on XXXX XXXX, 2016. Additionally, a hard copy of the application and supporting documents were mailed via certified mail [ Tracking No. : XXXX XXXX XXXX XXXX XXXX ] to the address designated by Shellpoint for Loss Mitigation applications on XXXX XXXX, 2016. According to the U.S. Postal Service, Shellpoint received the hard copy application and documents on XXXX XXXX, 2016. Moreover, we sent a Request for Information ( " RFI '' ) to the address designated by Shellpoint on its website for such correspondence on XXXX XXXX, 2016 asking Shellpoint to determine whether the application submitted was complete or incomplete and to provide a list of any documents missing if any.
At some point after, a Shellpoint representative called our client improperly despite knowing he was represented by an attorney and being instructed to respond by written correspondence only to our law firm 's address. After not having received any written notification regarding whether the application was complete or not, we submitted our first CFPB complaint addressing said concern and the lack of responses we were receiving from Shellpoint. Subsequently, we also called the representative back and instructed them again to refrain from directly contacting our client in any way and to only communicate with his legal counsel. The representative gave us a list of documents that were required in order to complete the review of the application. The additional documents were submitted to Shellpoint via facsimile using the number provided by the representative on XXXX XXXX and XXXX XXXX. Moreover, we sent another Request for Information asking for confirmation that the package was now complete with those additional documents on XXXX XXXX, 2016.
As of the date of this complaint, we still have not received any confirmation from Shellpoint regarding whether the application is now complete or if additional items are still missing. Also, Plaintiff 's counsel in the active foreclosure has continued to pursue its efforts in obtaining a foreclosure judgment against our client while there is a pending loss mitigation review. We have sent several Notices of Error pertaining to this case since the last CFPB complaint was filed and still have not received any substantive response from Shellpoint.
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| 12/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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*Failure to Respond Promptly to Forbearance Requests ( XX/XX/XXXX ) : NewRez did not respond promptly to forbearance requests initiated in XX/XX/XXXX, potentially violating the requirement for servicers to acknowledge and respond to borrower requests for assistance promptly.
*Negative Reporting During Forbearance Periods : Account reporting as 30 days past due in XX/XX/XXXX, 60 days past due in XX/XX/XXXX, 30 days past due in XX/XX/XXXX, 30 days past due in XX/XX/XXXX, 60 days past due in XX/XX/XXXX, and 90 days past due in XX/XX/XXXX may be a violation. The CFPB guidelines emphasize that during an active forbearance, servicers should not report the account as delinquent.
*Failure to Allow Payments, Unwarranted Negative Reporting, and Lack of Communication on Payment Resumption ( XX/XX/XXXX - XX/XX/XXXX ) : NewRez did not allow payments and reported the account as 30 days past due in XX/XX/XXXX, 30 days past due inXX/XX/XXXX, 60 days past due in XX/XX/XXXX, and 90 days past due in XX/XX/XXXX. This potential violation is compounded by the absence of clear communication on how to resume payments after forbearance, leaving borrowers without proper guidance. Servicer did contact the borrower no later than 30 days before the end of the forbearance period, with clear guidance on how to resume payments, and options for additional COVID assistance. Servicer did not exercise reasonable diligence to complete the application before the end of the forbearance program period.
*Unavailability of Online Payments and Lack of Communication on Payment Process ( Throughout the Timeline ) : NewRez knowingly and willfully did not allow online payments, as per their policy, potentially creating an undue burden on borrowers attempting to make timely payments. The absence of clear communication or guidance on resuming payments, especially after expressing interest in modification, further compounds the potential violation. Servicer did contact the borrower no later than 30 days before the end of the forbearance period, with clear guidance on how to resume payments, and options for additional COVID assistance. Servicer did not exercise reasonable diligence to complete the application before the end of the forbearance program period *Failure to Communicate Modification Process and Continued Reporting of Account as Past Due ( Throughout the Timeline ) : Even after expressing interest in modification, being in communication with the company, and providing documentation in compliance with their modification process, NewRez did not communicate a process for making payments. This lack of guidance, coupled with the refusal to allow online payments ( as per their policy ), potentially violates CFPB guidelines. Additionally, the continued reporting of the account as past due during the modification process further raises concerns about compliance.
These potential violations collectively indicate a pattern of non-compliance with the CFPB 's COVID mortgage servicing rules, particularly in relation to clear communication, online payment accessibility, and adherence to modification processes.
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| 10/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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I was contacted by the mortgage servicing company regarding whether I had experienced any financial hardship due to COVID-19. Since I loss approximately {$40000.00} due to COVID, I inform them of that issue. After discussing it with them on the telephone, they sent me a letter date XX/XX/XXXX stating that I was " Approved for a Forbearance and Deferral Plan ''. On three separate occasions, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, they sent me letters stating that my forbearance plan was being extended. I also talked to their agent, via telephone, on each occasion. The agent informed me that the deferred payments could be moved to the end of the loan and/or the loan could be modified -- which could include a lowering of the interest rate on my mortgage loan. I was also told, over the phone and in writing, that " we will cease any negative reporting to the credit bureaus ''. That turned out not to be true -- the mortgage service company reported, to all three credit bureaus, my mortgage as in default. The mortgage servicing company has now completely ruined my " good credit standing ''. Keeping in mind, I had not missed any mortgage payments prior to the forbearance plan being implemented -- -and, I have had this mortgage for 16 years. At the conclusion of the forbearance plan, I talked to the mortgage service company 's agent and told her that I could resume paying my mortgage again, as before, beginning XX/XX/XXXX. I was told that was fine, however, I needed to make three ( 3 ) consecutive payments before the forbearance balance would be added to the back of the loan, and/or before I would be eligible for an interest rate reduction [ mortgage modification ]. Accordingly, I made my standard XXXX mortgage payment. However, when I made my XXXX payment, which we do through " Bill Pay '' with our bank, I received written notification from our bank, several days later, that the payment was rejected by our mortgage servicing company. The mortgage servicing company was now refusing to accept our mortgage payments. I called the company and I was told that I had a new " point of contact '' that would be assisting me with my various options. Upon contacting this new " point of contact '', I was informed that, although it may be difficult to make the decision to leave your home, that I was conditionally approved for the following -- - I had to immediately pay all of the back forbearance payments, or agree to a Short Sale of our home, or provide the mortgage servicing company with a Deed-in-Lieu of foreclosure. On XX/XX/XXXX, at XXXX, the mortgage servicing company, and/or the bank they represent [ XXXX ], sent someone out to our house to take pictures. They said that they were with " asset management '' and that our house was in foreclosure.
This all appears to be some sort of scam to steal our home. I have not yet contacted a lawyer, but unfortunately, I believe we will have to incur that expense. I can't fathom how any of this can be legal. As previously stated, we have been in our home for 16 years and have always made our mortgage payments in a timely manner.
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| 07/07/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Dispute of XXXXcorrect Credit Reporting for Loan Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX XXXX XXXX XX/XX/2023 Dear Sir/Madam, I am writing to formally dispute the inaccurate credit reporting related to my mortgage loan with Shellpoint Mortgage , assigned the loan number XXXX have recently discovered that Shellpoint Mortgage has reported my account as being 90 days late on my credit report, despite the fact that I was under an approved forbearance plan during that period. This act of inaccurate credit reporting is in direct violation of the Fair Credit Reporting Act ( FCRA ) and has caused significant harm to my credit history and financial well-being.
As you may be aware, forbearance is a formal agreement between a borrower and a lender that temporarily suspends or reduces monthly mortgage payments due to financial hardship. It is explicitly stated in the terms of my forbearance agreement with Shellpoint Mortgage that the company will not report any negative credit information to the credit bureaus during the forbearance period. Therefore, the reporting of my account as 90 days late is not only erroneous but also a violation of the agreement.
I kindly request that you conduct a thorough investigation into this matter and rectify the inaccurate credit reporting associated with my loan immediately. The erroneous reporting has had severe implications on my credit score, making it difficult for me to secure favorable terms on future credit applications. Furthermore, I hold a security clearance for my career, and the negative impact on my credit history has the potential to jeopardize my professional standing and employment.
If the necessary corrections are not made promptly, I am prepared to take legal action to protect my rights. Under the FCRA, I have the right to accurate credit reporting and the ability to seek damages for any harm caused by inaccurate reporting. I am confident that the evidence of the forbearance agreement, combined with the incorrect credit reporting, will support my case against Shellpoint Mortgage.
Enclosed with this letter, you will find copies of the relevant documentation, including the forbearance agreement and any correspondence confirming the forbearance terms. These documents clearly illustrate the agreed-upon terms, which prohibit negative credit reporting during the forbearance period. I kindly request that you consider this evidence during your investigation.
I expect this dispute to be resolved promptly within the legally mandated time frame of 30 days. Please provide me with written confirmation of the steps taken to correct the inaccurate credit reporting associated with my loan number [ Loan Number ]. Additionally, I request that you provide me with a free copy of my credit report once the corrections have been made.
Thank you for your attention to this matter. I trust that you will conduct a thorough investigation and take the necessary steps to rectify the inaccurate credit reporting promptly. I look forward to a resolution that restores my credit history to its accurate and fair state
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| 07/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am filing this complaint against Shellpoint Mortgage Service DBA New Penn Financial DBA NewRez Servicing and Ms XXXX XXXX for : 1. Charging me {$7300.00} in fees for a forbearance request due to temporary inability to work due to coronavirus while my loan was current without a single missed payment. ( See attached exhibit A ) 2. Refusal to indicate in written forbearance agreement the full terms discussed 3. Ignoring my multiple requests for additional 6 months forbearance due to Covid as my circumstances have not changed as to my temporary coronavirus induced hardship ( my loan is XXXX XXXX ) 4. Failure to correct the above for weeks upon repeated requests ( including requests in writing ) I contacted ShellPoint and NewRez in regards to coronavirus induced hardship multiple times, in writing, starting on or about XX/XX/XXXX.
My requests were first ignored and then reduced to 3 months forbearance. The three months forbearance was approved on XX/XX/XXXX.
I never missed a single payment on my mortgage and made my last payment of {$3600.00} on XX/XX/XXXX which New Rez promptly deposited on XX/XX/XXXX ( due XX/XX/XXXX ) and then the next bill due XX/XX/XXXX showed {$7300.00} - a service fee for requesting COVID forbearance which is outrageous and can NOT be charged!
On XX/XX/XXXX I again confirmed the terms of forbearance and in writing with XXXX XXXX Loss Mitigation Specialist Shellpoint Mortgage Servicing Toll Free : XXXX XXXX including the payments on forbearance are to bepaid off at the end of the loan in a lump sum. ( Exhibit B ) which Ms XXXX confirmed as true ( Exhibit B ) on XX/XX/XXXX XXXX. I asked her again to include the following clause in the agreement : the payments on forbearance are to bepaid off at the end of the loan in a lump sum. as we discussed below. ( Exhibit B ).
Ms XXXX refused to correct the agreement she originally sent me ( Exhibit B ) and told me to contact their general email. At that point I told Ms XXXX that I already submitted multiple requests to shellpoint and they transferred me to her. As she confirmed in her last email, I was requesting the exact same wording to be added to the agreement.
Ms XXXX gave multiple excuses not to give me anything in writing including the following excuses that : 1. she does not send letters while her first communication was a letter agreement, the very same one I was asking to correct to reflect the statement we discussed.
2. The letter may have my name on it but I do not write letters at all.
3. Your loan will be reassigned to a new point of contact by this afternoon as I am no longer on the team that handles your account. and many more ( her emails available if needed ) I kept asking to correct the situation for days and was constantly ignored so I know that Shellpoint Mortgage Service DBA New Penn Financial DBA NewRez Servicing and Ms XXXX XXXX purposefully pocketed thousands of dollars in illegal charges for forbearance requests on accounts during coronavirus pandemic which is predatory and warrants investigation by authorities for fraud and illegal business practices.
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| 03/13/2019 |
Yes |
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- Trouble during payment process
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Web |
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Our mortgage was sold to another company and the transfer took place in XX/XX/XXXX. Our city and county taxes, which are payable separately, were both due in mid-XX/XX/XXXX. I noticed that the taxes hadn't been paid when I saw my XX/XX/XXXX statement. I called the mortgage company and brought this to their attention. The person on the phone told me since they had transferred the loan, they had 90 days to pay it. I received a letter from the mortgage company on XX/XX/XXXX saying they wre working on the problem. What problem? I received a letter from the Delinquent Tax Unit of the county on XX/XX/XXXX. This notice stated the taxes were to be paid 30 days of from that date or they would execute a FiFa, which would result in a lien against our property. I sent a copy of this notice along with a letter stating the problem to the mortgage company through U.S.P.S. The mortgage company responded via letter through U.S.P.S. stating that they paid the tax ( but it was only the county tax that was paid ) along with penalty fees. They put the blame on the previous mortgage company. I contacted them again by phone telling them the city taxes were still not paid. No one could give me an explanation as to why they were not paying the taxes. I received a form letter from the mortgage company same as the one I received before. Not specifically addressing the problem and referring me to the owner of our loan with an address in Washington, DC. I did not write to this address. I can't remember the dates, but somewhere between e-mails and letters I made phone calls as well. In addition to not paying our taxes, we were not receiving our monthly statements by mail or e-mail. This problem seems to be sorted out. I contacted the City and explained the problem, hoping to stop liens against the property. The tax person at the City offered to speak to the mortgage company if I would get them on the phone. I called and waited on hold for about 20 minutes. Finally we gave up and the clerk had the idea to call the company who handled the tax payments. They had not record to this date of being instructed to pay the City. They said they could not pay without instruction from the mortgage company. They are an outside contractor. I received a notice of intent to issue FI.FA from the City on XX/XX/XXXX. I e-mailed this document to the mortgage company. I received another form letter same as the last one, dated XX/XX/XXXX. In the meantime, the mortgage company has deducted PMI from my escrow three times this month. I sent an e-mail via their website bringing this to their attention. They deducted an even higher amount for PMI a third time. Is this even legal? One of the deductions in XX/XX/XXXX shows the due date as XX/XX/XXXX, but I checked back on the statement and the deduction was taken in XX/XX/XXXX. I sent an e-mail to the mortgage company giving them the contact name and number for the person in the City Tax office. I told them there was no excuse for this terrible customer service. I threatened to get a lawyer involved. Apparently that didn't work. Taxes are still not paid.
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| 02/02/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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I received another completion package yesterday, XX/XX/XXXX, from Shellpoint requesting the same information that I sent them on XX/XX/XXXX However, this time, there are additional documents required to be submitted ( boarder rent letter, copy of mortgage statements ). It appears Shellpoint 's intent is that I never have a complete package. I am rattled and baffled by the recurrent request. Today I sent them a copy of my hospital stay on XX/XX/XXXX due to XXXX ( XXXX ) because of my mortgage XXXX. The hospital report should be included as part of my already submitted hardship statement. XXXX XXXX XXXX is an XXXX XXXX.
My previous complaint # XXXX and XXXX have not resolved my mortgage XXXX. Shellpoint 's past and current delay tactics are unfair and unjust.
Today I sent Shellpoint copies of the same previous documents because I have no new ones for XX/XX/XXXX. I resubmitted the documents, again, before their XX/XX/XXXX deadline. I had previously sent a copy of my electronic submitted XX/XX/XXXX federal return with requested XXXX XXXX I have not filed my XXXX federal tax return yet because the deadline is XX/XX/XXXX In the previous mailing I signed for Shellpoint to receive a transcription of my XX/XX/XXXX and XX/XX/XXXX federal returns. My banking is done online and the monthly statements are printed from my online account. A resubmission of the following documents were enclosed : Completed and signed Uniform Borrower Assistance Form Signed copy of my most recently filed personal XX/XX/XXXX federal income tax return including all schedules and forms Copy of my most recent bank statements dated less than 90 days old at the time the complete package is received Copy of a letter from the Social Security Administration office verifying my social security number on an executed copy of Form XXXX ( dated less than 90 days old at the time the completed package is received ) Copy of the benefits statement or letter from the provider that states the amount, frequency, and duration of all benefits received. This is verified and highlighted on my bank statements.
Copy of my most recent bank statement showing receipt of such payment Copy of the lease agreement and two months proof of rental payment, i.e. bank statements. Verified and highlighted on my bank statements Boarder Rent Letter - my son rents the house and his $ XXXX monthly payment is shown on my bank statements as a transfer. I highlighted that for you as a transfer between our accounts.
Copy of the mortgage statement showing the principal, interest, taxes, and insurance amounts ( must be dated less than 90 days old at the timer of the complete package is received ). I have included this time the XXXX second mortgages as well as the Shellpoint first mortgages for XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, OH XXXX.
I sincerely need relief.
Why is n't Shellpoint willing to help me when I have so dutifully paid the mortgages on both properties without default from my XXXX income since XX/XX/XXXX?
XXXX XXXX XXXX ( Account # XXXX for XXXX XXXX and Account # XXXX for XXXX XXXX XXXX XXXX, OH XXXX )
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| 04/10/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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XXXX Hardship Statement XX/XX/XXXX to Shellpoint for : XXXX, OH XXXX Account # : XXXX, OH XXXX Account # : XXXX It has been documented through Consumer Financial Protection Bureau ( Complaint # XXXX ) for the past year that I have repeatedly asked Shellpoint to adjust the APR on my XXXX property. I completed their forms numerous times for both addresses, but they would always send me an additional form. So, the mortgage modification would never be complete for XXXX. I did not request a new modification for XXXX, only XXXX. In XX/XX/XXXX, I was XXXX for XXXX ( XXXX ) due to mortgages XXXX.
My two first mortgages in XX/XX/XXXX from XXXX ( XXXX ) had the predatory subprime rates of 10.5 % and 9 % respectively. I was XXXX years old ( retired as a XXXX in XX/XX/XXXX after 33 years of XXXX ). I was assured before and during the loan signing in XX/XX/XXXX that I could later refinance/modify the loans at any time without penalty. XXXX originally owned the first and second mortgages. I tried to refinance/modify the loans before XXXX went out of business in XX/XX/XXXX. I tried to refinance/modify my mortgages without success from companies that bought the mortgages. I am XXXX years old now and Shellpoint Loan Servicing now holds the 1st mortgages. I have asked Shellpoint repeatedly ( notably XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) to refinance/modify the 1st mortgages. I was given H.A.R.P for XXXX, but not XXXX even though I applied for modifications on each of the homes at the same time in XX/XX/XXXX. Although XXXX is listed as an investment, my son lives in the house ( a second home ). I have been refused a modification for XXXX because I am not delinquent/in default. Mortgage payments are automatically deducted monthly from my pension checking account. I am in a vicious cycle of low credit eligibility to refinance due to debt : income ratio because of the mortgages. In XX/XX/XXXX, I will be XXXX years old. As of XX/XX/XXXX, I have already paid {$870.00} * 193 months or {$160000.00} for the 1st mortgage at XXXX. I have already paid 11 years of mortgages for XXXX. I bought the XXXX house for {$130000.00} with a {$20000.00} down payment in XX/XX/XXXX. I need relief. I do n't want to die and leave my son strapped with house debt similar to sharecropping. I bought my primary residence ( XXXX ) in XX/XX/XXXX for {$65000.00}. In XX/XX/XXXX my credit score was XXXX. The XXXX lender would not let me buy the 2nd house next door without mortgaging XXXX.
I am being discriminated against because of predatory loan practices when I was XXXX years old. The lender told me I could refinance without penalty for the 1st and 2nd mortgages, but only the 1st mortgage on my primary residence was done through the government 's H.A.R.P. It was never my intention to be in debt till I die paying mortgages.
The government noted the predatory practices and gave relief with H.A.R.P. for my XXXX residence. Relief for me is to have a Shellpoint Executive decision that the XXXX mortgage be PAID IN FULL by its original maturation date/sooner with a significant reduced APR.
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| 06/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was in the process of applying for a modification or repayment plan with the servicer at the time, XXXX XXXX I was approved but my trial payment was set to begin on XX/XX/XXXX. I could not accept the offer bc I was under a stay at home order and unable to go pick up my mail & find a notary, at that time the State of emergency was at its height. I also could not accept bc I lost my job in XXXX due to COVID 19. I appealed the decision and also applied for COVID forbearance. Making that my second request and notification to the lender that I was affected by COVID.
While in the middle of that process, I was given until XX/XX/XXXX to sending additional documents, my loan was transferred to XXXX XXXX.
I received a notice from XXXX, A Notice of Default & Intent to Accelerate. I immediately contacted XXXX XXXX. A XXXX representative & advised him that I was unable to pay as a result of COVID. I was told not to worry that I was in a COVID forbearance & there was a halt on foreclosures. Then I started to receive letters from an attorney representing the servicer, threatening me w foreclosure. I kept getting letters & when I would call I was told not to worry.
In XX/XX/XXXX I was offered a trial modification by XXXX, but I advised them that my place of employment was still closed, I was having difficulty with my unemployment benefits, as our State EDD office was overwhelmed and that based on my current financial situation I needed to stay on a forbearance.
I contacted XXXX XXXX in XX/XX/XXXX and was told that I needed to call back AFTER my forbearance ended to discuss a workout option. I was receiving letters still & I started panicking. I sent in a WRITTEN request for the status of my forbearance, and to explain a letter I received in XXXX saying that XXXX no longer serviced my mortgage and had only serviced until XX/XX/XXXX. I was told someone would contact and they did not. I called again on XX/XX/XXXX and was told that I was in foreclosure, there was no record pf COVID request for help and that it was likely bc the previous servicer did not complete the process. All this is so confusing and inconsistent with what I had been told before. I was told that my loan was transferring AGAIN in the middle of my assistance request and I was no longer eligible for any COVID relief because it was too late. Most upsetting is that the servicer, XXXX, XXXX New Rez and Shellpoint are all subsidiaries or have joint ownership at some point or in some way and that my COVID requests were ignored and blamed on the previous servicer. I am attaching a serious of letters that I believe highlight how negligently my loan has been handled & this has made it impossible to obtain assistance. Constant run around. XXXX sent me letter XX/XX/XXXX that my loan was transferred to XXXX on XX/XX/XXXX. XXXX also sent me a letter XX/XX/XXXX that my loan was transferred to NEW REZ on XXXXThen a letter from an attorney on XXXX naming XXXX as the servicer. No wonder no one has my COVID request & my requests have been lost in service transfers & errors by the servicers.
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| 05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021.
XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved.
On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error.
I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request.
I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make.
I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error.
Thank you, XXXX I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021.
XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved.
On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error.
I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request.
I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make.
I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error.
Thank you, XXXX
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| 06/08/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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The main issue with my current mortgage company started back in XXXX when I received correspondence that my mortgage company would be changing from XXXX XXXX XXXX to New Rez. As requested by New Rez, I went into my payroll system for the XXXX to update the wiring information from my XXXX XXXX allotment to the new banking information provided by New Rez. I changed the wiring information upon receipt of the routing and account numbers when I spoke to a representative back in XX/XX/2022. My next payment from the XXXX system that controls my XXXX XXXX XXXX pay in XXXX was supposedly not received by the banking institution New Rez uses and I received a past due letter by mail. I submitted the proof of payment referencing the attached documents ( Allotment screenshot of updated, and the past two End of Month LES ) to show that the allotment was wired by allotment to their banking institution that handles the payments using their " Contact us '' link on their website. Within 30 days my account was credited as they had found the allotment payment submitted to my mortgage company in the amount of {$860.00}. This same situation occurred again in XXXX with me receiving a letter and then by me checking my account status online through my mortgage portal of New Rez. I again submitted proof of payment by allotment through wire using the payroll system XXXX that the XXXX XXXX XXXX uses to pay it members. I submitted documents ( EOM LES, allotment screenshot information from XXXX ) to show that the banking information input was correct and that the money had been deducted from XXXX XXXX and sent to their banking institution. I then called on three separate occasions to follow up on my submission of the documents to check the status. This was over the course of XXXXhree weeks. Finally, after over three weeks I was able to get a representative to confirm with me that none of the other representatives had not submitted a ticket for review to the appropriate department for my dispute over the past due amount of {$860.00} which had been sent the same way as in XXXX and had not been received although, XXXX payment, XXXX payment had been credited to my account with no issues. This is where the concern is for me and where my biggest frustration is with their proper tracking of wired payments made to the bank that handles their payments. It is now XXXX and after having received a secure online correspondence from them stating that a payment had been applied but there was still a payment missing is my concern. I have not changed any of my allotment information on the XXXX system since it was originally input correctly in XXXX and I had called at least two separate occasions to confirm the accuracy of the routing and account numbers for payments. I have attached documents to show wired payments coming from my XXXX pay, the letters of correspondence, screenshots of wired allotment information, and statements from my mortgage company. As of today, the statements still show my account is past due {$860.00} from the supposed missed payment in XXXX.
|
| 02/15/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
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Good Afternoon, You may understand my shock and confusion when I saw my FICO score drop from XXXX to XXXX in one day.
I did some research with XXXX, and found that a serious delinquency was reported on my credit history. I did further research and discovered that Shellpoint Mortgage Servicing had placed the delinquency on my credit report due to a mortgage that was not being paid.
I was then really confused because I have not been the owner of property in question for over a decade and the mortgage associated with the property was discharged through bankruptcy in XXXX.
On XX/XX/XXXX, I took out a mortgage of {$190000.00} with XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX then assumed my mortgage.
XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, my wife and I were granted a Final Judgement For Divorce. I was left in financial ruin.
I filed for XXXX XXXX bankruptcy on XX/XX/XXXX. At the time, the property at XXXX XXXX XXXX XXXX XXXX NJ was under water and had no financial value, i.e., the market value of the property was less than the value of the outstanding loans.
During the course of the bankruptcy, I indicated that it was my intention to abandon the property at XXXX XXXX XXXX and did so. The XXXX XXXX bankruptcy was granted on XX/XX/XXXX. The mortgage on XXXX XXXX XXXX was included in the bankruptcy filing.
New Jersey Federal Court XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Case No. : XXXX Filed : XX/XX/XXXX Granted : XX/XX/XXXX It is against the federal Fair Credit Reporting Act to report accounts discharged through bankruptcy to credit reporting bureaus and companies that do so are libel for penalties.
After the bankruptcy in XXXX, I had not heard in regard to the mortgage on XXXX XXXX XXXX until a few weeks ago when Shellpoint placed a serious delinquency on my credit report. After my divorce I signed XXXX XXXX XXXX over to my Ex-wife under the conditions that she kept up to date with all the mortgage payments.
Her contact information is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX ( XXXX ) XXXX This is the only information that I have for her. We have not kept in contact since the divorce.
I have no idea how Shellpoint came to acquire this mortgage and I have to question what sort of due diligence the company performed in choosing to acquire it. A simple XXXX search would show that I am not the owner of XXXX XXXX XXXX and a review of my credit report would show that my credit history is very good with no outstanding mortgage or delinquencies present.
The actions of Shellpoint have caused me and my family great financial harm as well as the lost sleep and stress.
I hereby request that this delinquency be removed from my credit reports as soon as possible before any more harm is done and ensure that it is not repeated. I will attached documents that I hope assist you.
I look forward to collaborating with you and resolving this matter soon.
|
| 03/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
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- Problem with customer service
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|
Web |
Older American, Servicemember |
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Below is the letter/note I sent to Shellpoint/NewRez while trying to resolve this issue.
I may become redundant while reporting this issue so please bear with me.
Shellpoint is a credit collection company. They were sold my revolving equity loan, which I had used for 20 years till the loan closed.
I, throughout my entire history of this loan NEVER had a SINGLE LATE payment.
In fact, my credit rating will show that I have NEVER missed or been LATE in my entire credit history towards any creditor.
So ... why in the world would I be late on the FINAL payment of this loan?
I wired them [ as I had times before ] the {$110.00} + payment from my XXXX XXXX account to meet the XX/XX/XXXX deadline. I have prepared a pdf that includes this information.
I started to receive letters that my payment was late, it was not.
It has taken 2+ months for Shellpoint to come to the conclusion that they indeed found the payment. I then sent them the requested additional {$50.00} payout to close this loan properly.
Since XXXX it has taken me 3 months to get this rectified. Meanwhile, my credit rating of XXXX to XXXX from XXXX and XXXX was CRUSHED to XXXX!
They have since, after starting a complaint, knowing I was correct and it was THEY who were wrong been gracious to return me to XXXX. As though this should shut me up and that I should just go away.
I am not going away.
You see, being retired I have come to realize that the only possibility of future transactions/credit, etc. lies with my credit rating.
I don't care if I am back to an " excellent '' rating. I want and fully EXPECT that since I did ABSOLUTELY NOTHING WRONG that I should be FULLY reinstated with my original XXXX ratings. In fact, I would have expected my rate to go up, NOT DOWN.
Evidently, I was found to be correct in this matter. I did it the correct way. I played by their rules and still was penalized. I opened complaints with both XXXX and XXXX and had many a phone conversation with ShellPoint/NewRez.
I am DISSATISFIED with the results. Below is my previous email to NewRez and I will attach supporting evidence of my claims.
NOTHING except a return to AT LEAST XXXX will do in this matter.
Thank you for your time.
*********************************************************************************** From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX PM To : XXXX ' XXXX Subject : Return Credit to normal ... ..Att'n : XXXX To whom it may concern : Attached you will find the recent communications I have received from Shellpoint/NewRez.
The evidence is obvious.
I sent NewRez, what I had thought and hoped was my last payment of a 20+ year old equity loan.
This payment was wired from my XXXX XXXX account on XX/XX/XXXX, the payment date.
I must tell you that, as you can see not only have I NEVER had ONE late payment in the history of this loan, I have NEVER had one late payment in the 40+ years of my credit reports!
Why in the world would I do this on my FINAL payment of the loan???
You have crushed my credit rating of XXXX by XXXX points!!!
FIX THIS!
|
| 11/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Company involved. Shellpoint mortgage servicing/newrez. Issues During servicing and after loan was paid off with this company.
I refinanced my loan on XX/XX/XXXX and i no longer owe anything to this company. They do not respect the loan terms on my loan, and most agents cant do much, apart from sending an email to their loan servicing department that has no phone number to ever be reached. It is impossible for me at this point to collect my money they hold on prepaid interest part from my payoff quote. Also they keep on trying to put a prepayment penalty on my loan. And they have never heard of sending prepaid interest on payoff quote if the loan got transferred and they got their money in advance.
The dates are as follows payoff quote issued XX/XX/XXXX. Closing on new loan with another company signed XX/XX/XXXX. Payoff cleared on shellpoint side on XX/XX/XXXX.
Payoff quote as follows : Principal balance {$97000.00} Interest to XX/XX/XXXX {$1000.00} ( to be prorated and balance refunded to customer ) Prepayment penalty {$0.00} Release fees {$98.00} Total payoff {$98000.00} ( cleared in their account on XX/XX/XXXX ) The only refund i have pending to be received by mail is my escrow.
When i call them about my interest that they owe me back for 23-24 days for which they are not the lender on the account they are either not sure what i am talking about or they claim that i have prepayment penalty and they owe me nothing.
1. I do not have prepayment penalty because the payoff quote says {$0.00} 2. My loan with them was with interest of 8.25 %. My loan terms as signed XX/XX/XXXX say that if my interest is higher than 8 % i can make a full prepayment without paying a prepayment charge. Also based on the terms of my loan i can only be charged any prepayment charge for the first 24 months only. My original loan was signed XX/XX/XXXX.
As far as attempting to contact them, I have escalated the issue XX/XX/XXXX and was supposed to receive a response within 24 hours. Since i got no one to contact me for 2 days i called again today XX/XX/XXXX. I was told they are submitting for review and that i have a prepayment penalty that needs to be removed. Still the numbers still do not add up. And i couldn't get a full number on my refund. I was told to call again after 3-4 business days.
I am pretty sure nothing will happen the next time i call unless i report them.
In regards to the issues during the servicing period.
They conveniently made a mistake of paying my insurance twice instead of once ( in XXXX and then XX/XX/XXXX ). By the time i found out and received the overpayment check from the insurance company ( end of XXXX beginning of XX/XX/XXXX ) they already had conveniently completed their annual escrow reevaluation. Of course my account went on negative and as a result they added {$230.00} monthly to my escrow for the entire year. My original escrow was {$170.00} and went to {$400.00}. In other words I would have overpaid {$2700.00} ( on 12 months basis, an i refinanced ) because they sent a {$450.00} check twice.
|
| 05/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I recently refinanced my home mortgage and my loan was sold to NewRez. After three weeks of phone calls trying to contact NewRez, my new mortgage lender, I was finally able to reach a phone representative ( XXXX ) on XX/XX/2020, and I explained my situation to her. I told her, " I am a XXXX XXXX, and my XXXX XXXX will end on Friday, XX/XX/XXXX, and I will be unemployed related to COVID-19. I am calling to find out my options. '' XXXX took my information and said, " You don't need to pay your XX/XX/XXXX mortgage payment. I just made a note in the system. Someone from the NewRez mortgage department will be contacting you within seven to ten days to discuss your options. '' I thanked her, and clarified that " I am not interested in a ( COVID ) FORBEARANCE PLAN. That is not an option for me because the cumulative owed payments will be due at the end of three months. '' I asked her if she was a mortgage person, and she said she was NOT. She was simply fielding phone calls. Well, nobody called me, and I received a letter from NewRez ( my mortgage lender ) in the mail yesterday, Friday, XX/XX/2020. The letter states that my lender has placed my mortgage in FORBEARANCE. I almost lost my mind! That is exactly what I DID NOT WANT! I did NOT make this request! I DID NOT APPROVE THIS PLAN! I was completely misled by this phone representative. I have tried contacting my lender, NEWREZ, LLC, but nobody picks up the phone. They have a recorded outgoing voicemail stating, " Your point person is not available right now. This voicemail is full. '' I plan on calling NewRez on Monday at XXXX XXXX ( EST ), as soon as they open their phone lines. According to the second letter I received today from NewRez/Shellpoint Morgage Servicing, I was appointed a foreberance representative : XXXX XXXX. Her phone number is : XXXX, Ext. XXXX. I am going to request her to take me off this FORBEARANCE PLAN immediately. I did not apply for this plan. I did not approve this plan. NOBODY CALLED ME to discuss my options as indicated by XXXX, the phone representative I spoke to. I am PRAYING that this is not going to impact my credit report adversely because I know it can. I will request they reverse or repair any potential damage to my credit report, immediately. And, I am prepared to make my XX/XX/XXXX mortgage payment, but I will not pay it under the FORBEARANCE PLAN because I want to pay my XXXX, 2020 NewRez mortgage payment. I have documented everything, and I need help removing my home mortgage loan from this COVID FOREBEARANCE PLAN ASAP! Please warn everybody against this lender, especially during these pandemic times! How dare they put me on this plan without asking for my permission? And, how can they legally do something like this without speaking to me or my signing a document? The phone representative misinformed me and misled me to believe that someone was going to contact me to offer me options. PLEASE, PLEASE help me. Time is of the essence as I do not want to make a late mortgage payment due to this company 's fraudulent actions.
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| 04/19/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan modification,collection,foreclosure
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Web |
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Hello. I am looking for someone that will help my husband and I with the atrocities that have taken place in our lives over the past 10 years. First, it started with XXXX. We got behind in our payments in XX/XX/XXXX and they took advantage of our situation and I have the documentation that shows they applied our extra payments to escrow and looks like possible forced hazzard insurance was put on our mortgage, even though we had regular monthly insurance. Second, in XXXX XXXX, we took out a second mortgage with XXXX, under the terms of 9.8 % interest for 10 years.. The payment was {$140.00} a month and our yearly taxes, we took a tax break of roughly {$90.00} a mo in interest. In XXXX, we had to file bankruptcy because we could never get caught up with XXXX and got behind with XXXX. We continued to pay XXXX but was later told it was a daily simple interest loan and since we got behind, the rate went up to 15.99 % .. When asked for the XXXX documents, they sent us what looks like falsified documents- making it look like we agreed to paying 15.99 % interest for 15 years!!!
During this time, we still continued to pay but was unable to find a way to get out of this loan bc of the bankruptcy that was filed thanks to XXXX. XXXX and XXXX sold our loans to other servicers. XXXX sold our first to XXXX XXXX XXXX and they " modified '' our loan after our bankruptcy discharge.. They also applied none of our payments to principal during that time and then put it back into the modification.. This was recently realized when I sat down and combed through the records. XXXX then picked up our home loan after that and the level of unprofessionalism and abuse we dealt with was ridiculous.. We even thought about foreclosing on the hone bc their bullying tactics were too much.. They sold to XXXX a few mos ago. As for XXXX, they sold to several and after we couldnt get a straight answer on the account, we quit paying.. We basically still owe what we took out in XXXX. In XXXX, my husband recieved a call from a man namd XXXX from Shellpoint, saying the account has basically aged out and that they wouldnt be charging any interest and then said that they werent persuing it. Then sent us a setttlement offer for {$3700.00}. At the time, we couldnt afford that, out of pocket.
Recently, my husbands credit has become much better and we were in the middle of a refinance. The issue of a lien being held by XXXX is still on the house. XXXX XXXX asked us to see if they would settle. My husband asked them for a settlement and the guy said the same amount and then when my husband said we were using a refinance to pay this back, he gave us literally FOUR DAYS to get the money, knowing we werent closing in four days.. Now his tune has changed and is saying we now owe them the full amount and can make monthly payments. We want OUT of all this predatory lending and Quicken has been working with us to try to help.. Shellpoint mortgage SERVICING is the only thing holding it up.. We need HELP! Tired of being XXXX by the unscrupulous mortgage servicers!
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| 11/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage ( residential home ) was transferred to XXXX XXXX XXXX/Shellpoint from XXXX XXXX on XX/XX/XXXX. Since that time, I have received 7 monthly statements ... .all with the incorrect payment information ... all different. ( XXXX {$1600.00}, XXXX {$1700.00}, XXXX.- {$1800.00}, XXXX {$1700.00}, XXXX {$1700.00}, XXXX {$3400.00} ). I have been assessed late fees several times, although my account has not been late. I have managed to get all of the fees removed ( after many calls and frustration ). However, this past month, my check was not posted until XX/XX/XXXX ... .despite being mailed several weeks before. I believe this company has now found a way to get their late fee, forcing me to mail my money through tracking at the post office. In addition, the company mails their statements to me at the very end or even the beginning of the month, making it impossible to send it by the XXXX. The very first statement was mailed on XX/XX/XXXX - requesting payment for XX/XX/XXXX. I had already mailed the money to XXXX XXXX ( as they had mailed me a statement ) ... AND XXXX XXXX had already been forwarded the money. Yet they sent me a certified letter claiming overdue account and harassed me with phone calls day and night ( through a non-identifiable phone number ).
According to XXXX XXXX 's assessment, I was to pay an escrow payment of {$1100.00}. I paid that money to XXXX XXXX and it was not applied to my account - despite my attaching a letter AND a copy of the escrow analysis WITH a separate check. For months, the money went " unapplied '' and I received late fees and requests for higher amounts of money for my monthly mortgage. I spoke with them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX XX/XX/XXXX ( XXXX ) XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX and XXXX XXXX ) ... .these were just a few of the calls.
Several times I was told the fees " should have been removed, I'm not sure where it came from to be honest with you because your payment did come in on time ).
The best I can figure is that some of the confusion was due to XXXX XXXX not applying ( or incorrectly applying ) the additional escrow money. However, the amount of issues and requests for more money, additional fees, and even this " late '' fee of recent, has me believing that this company is engaging in fraudulent activities. I am concerned about retaliation by this company ... .since my recent complaint on XX/XX/XXXX caused the most recent " late fee '' to be removed ... ..and sparked the new one by posting my check on the XXXX of the month. If the company will go to those lengths to extract additional money from consumers, what else can they do?
I am in the process of seeking a reputable mortgage company for transfer. Do I have any recourse? In light of these issues and the fact that this was a transfer loan, are there any protections available that would allow me to move my mortgage without substantial fees? I have read reviews from other customers with similar complaints. Is this company under review?
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| 04/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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1. PROPERTY TAXES. Since XX/XX/XXXX, I have made multiple phone calls to Newrez ( and I've sent emails and uploaded requested documents ) asking Newrez to pay our XXXX property taxes. My husband and I have about {$15000.00} in our escrow account and our property taxes are roughly {$2500.00}. During the phone calls, I notified Newrez that I received a delinquent property tax notice from XXXX XXXX and that every month the county is adding on hundreds of dollars in penalty and interest. On two separate occasions, I have provided Newrez with a copy of that delinquent notice.
I sent Newrez another email on Monday of this week asking how there could be this much delay and why was Newrez risking the loss of its collateral. Yesterday, I received an email response back stating ( for the first time ) that a company called XXXX takes care of Newrez 's tax problems and that it is XXXX that is causing the delays in resolving this matter.
2. EXCESS ESCROW FUNDS. Since XX/XX/XXXX, Ive requested that Newrez return over {$10000.00} in excess funds that my husband and I paid into our escrow account at closing. I have had many phone calls with various Newrez representatives and, in response, Ive received several different answers about the return of our escrow funds, including that : the law does not permit Newrez to return our escrow funds until XX/XX/XXXX, the law allows Newrez at its sole discretion to keep our escrow funds and to adjust our monthly mortgage payments however it sees fit, Texas law requires Newrez to return excess escrow funds in XXXX and our money should have been refunded already, and the debacle with our property taxes has already triggered an escrow analysis which is required to be completed within 2 weeks, at the conclusion of which our excess escrow funds will immediately be returned. ( That phone call took place more than a month ago and I was told the lady I was speaking with was a Newrez supervisor. ) In my phone conversation with a Newrez escalation agent that has been assigned to my case, I was advised that an escrow analysis has not been started and might not be. The agent did say that if an escrow analysis is performed, the analysis will indeed require an immediate refund of our excess funds.
3. THIRD-PARTY PROPERTY TAXES. Several Newrez reps have told me that last XXXX Newrez took some of our escrow funds ( about {$800.00} ) and paid a third partys property taxes. That money has yet to be returned to our escrow account.
4. HOMEOWNERS INSURANCE. I checked with XXXX last week and they said Newrez failed to make our XX/XX/XXXX homeowners insurance payment. After I brought this to their attention, Newrez paid the insurance premium this month.
5. NEWREZ BANKRUPTCY. In my last phone call with Newrez on XX/XX/XXXX, I asked ( because of all of the above unusual occurrences and the conflicting information Ive been receiving from Newrez ) whether Newrez was in bankruptcy or about to be in bankruptcy. I was advised the company is in good condition and not in bankruptcy or preparing for bankruptcy.
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| 03/24/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I tried to make my mortgage payment in XX/XX/2020 and was unable to log on to my account. I called customer service several times and got different responses. When I tried making a payment I was directed to pay online using my portal. They would get me off the phone by convincing me the problem would be solved when I recieved an email with a link to registering my account ... when I try logging the error message is that this account is already registered ( which is true because I had used it ). I go to change password and a link is sent to my email and I can request my username just fine. I try to log in and I get directed to Registration again. I have called several times over the last year and sent requests for assistance to their webhelp and I get a message that they received my request and would get back to me, and never did. This happened several times. I requested forbearance for COVID-19 Hardship after they would not take a payment from me and income was drastically reduced, and identity theft was discovered when my fiance applied for unemployment. His income helps support our household. So throughout the last year, our financial situation improved. My fiance got back on Soc. Security Disabilty, my child support increased and I was able to rent to a homeless veteran who has VASH housing voucher, so HUD pays me $ XXXX/month for half of my house. So before my forbearance ended, I tried to make a payment and they would not let me. One customer service or loss mitigation said it was because I can't until after forebearance ends, another said I had to apply for repayment plan and be accepted, another said I have to watch personalized video and choose an option ( tried several times, and would not let me choose anything ) or forced me to log in, which was not happening. Then I was told I did not qualify for any repayment plans for different reasons depending upon who I spoke to. One said it was because I was not current when forbearance started ( they would not take payment and made it so I could not log in ). Another said I did not qualify for any plans because it was a few days after the end of the forbearance ( mind you I had been in contact and trying to remedy this prior to the end. ) One said he could apply for deferment with special circumstances ( I was promised a decision and call back by that friday, still no response ). I was told that the reason no one has helped me is because of the bankruptcy?? I am on the mortgage with my brother, we inherited our family home ( including the mortgage ) 2 years ago. Apparently my brother filed bankruptcy years ago and this mortgage is not involved. I did some research and believe this loan was miscoded. I was told that the bankruptcy department was looking into and would let loss mitigation know. I have not heard back. I ask about it every phone call I make to loss mitigation. This is what I believe to have started all of this. I have put a request in for a call back to speak to a supervisor. This mostly all phone calls and do not have supporting documents.
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| 04/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Due to a house fire we were nonrenewed by our insurance company. We had a very difficult time finding replacement insurance coverage because 1 ) the claim was still open, 2 ) the claim was very large, and 3 ) the house was unoccupied ( because it is being rebuilt ). The only insurance company we could find that would write our policy required immediate payment to bind the policy so my husband put it on our credit card. The policy was extremely expensive - $ XXXX - but we paid for it on our credit card. NewRez got a copy of the policy and, even though we had paid for it up front ourselves, has been escrowing for that amount ever since. The first time I called, on XX/XX/XXXX, I was told that NewRez paid for the policy premium themselves. Which is incorrect. I double checked with the insurance company and they tell me that they didn't invoice NewRez and that the payment they have on file is from my husband. I called back on XX/XX/XXXX with this information and was told that to go to the website and request that escrow account be removed. I followed the representative 's specific instructions to go to the " Contact Us '' form, choose " XXXX XXXX or XXXX '' for what is your questions about. Then choose the drop down for " Requesting my escrow account be deleted ''. I followed her instructions WHILE ON THE PHONE with her. The website says I'll have a response in XXXX business days but I only got an automated email, immediately, that acknowledge activity on their website. I heard nothing for more than 20 days. Then when I called to ask the status I was told they had no record of my request, that I actually have to submit that request in writing ( new information to me ), and that it will take XXXX - 45 days. I explained the situation in detail, including the fact that these were not the instructrions previously provided and I was given no recourse. When I asked to speak to a manager and asked why, if the rep had told me the wrong instructions, and if I had submitted it incorrectly on a website that said I would have a response in XXXX days why no one had contacted me to tell me that I needed to submit it in writing. They made NO ATTEMPT to help me with my problem, my request to the website went UNADDRESSED for more than 20 days, and the manager not only told me there was nothing he could do, but he ADDED MORE INSTRUCTIONS to what I needed to do including that not only do I have to submit the request in writing but I also need to include a copy of a paid receipt for the insurance. SOMETHING NONE OF THE OTHER REPS had mentioned. So again, they have been aware of the issue that they are taking an extra $ XXXX of my money to sit in an escrow account, on a policy that I have already paid for myself, they gave me INCORRECT instructions on how to rectify the situation, and now they're telling me to start all over so they can sit on my money for an ADDITIONAL 30-45 days. This company continues to find new ways to hold my money and make interest off of it, while I have to apply for additional loans to cover my expenses.
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| 08/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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An insurance claim for roof damage was submitted on lender based insurance, after a storm, in XXXX.The mortgage was sold out to Shellpoint before the claim was completed. The mortgage was delinquent at that time due to my mothers illness. My mother passed away after the mortgage buy out. I did not have knowledge that the claim would continue after my mothers passing. Shellpoint agreed to let me ( her daughter ) assume the loan. In XX/XX/XXXX, Shellpoint contacted me for the first time about this insurance claim from XXXX. I supplied all the required documents and began to feel that I was being given the run around. Shellpoint would claim they received some documents but not others even though they were sent in the same email or the roofers insurance had expired, etc. The roofing company also contacted Shellpoint after Shellpoint continued to say the paperwork from the company was not correct. I was told, by Shellpoint, to contact three different insurance agencies ( XXXX XXXX, XXXX, and XXXX XXXX XXXX ) for information on the claim even though Shellpoint had access to this information the whole time. After speaking with XXXX XXXX XXXX on XXXX XXXX, I learned Shellpoint had received about half the claim amount ( {$2000.00} ) at the time of the mortgage buy out and the remainder was available as recoverable depreciation that required action on the claim in a certain amount of time. After contacting Shellpoint, regarding this information from XXXX XXXX, I was told the funds had been placed in a restricted escrow account from the time of the mortgage buy out and I had lost any capacity to recover the depreciation.I believe the only reason Shellpoint ever informed me of the claim funds was because of the loan assumption. XXXX released the first insurance payment of XXXX dollars on XXXX, XXXX. The next disbursement would be when 50 percent of roof was complete. I informed Shellpoint no one can start a roof repair through a roofing company with only XXXX dollars. I asked that all the funds be released. Shellpoint said this was not an option because the loan was delinquent at the time of Insurance claim 5 years ago so Shellpoint had to allocate funds in this manner to assure the funds were used to improve the property. So Shellpoint doesnt trust me with the lump sum of XXXX XXXX dollars of claim funds but they agreed to let me assume the much larger mortgage note. I have received annual escrow reports over the years and never to my knowledge were the claim funds represented on any report. I believe Shellpoint thought the property would be foreclosed on and Shellpoint intended to keep the insurance claim funds. Due to this extended situation, the home has continued to suffer related damage. Had Shellpoint been transparent and communicated with me the roof could have been repaired years ago. I have contacted Shellpoint on numerous occasions including but not limited to the following dates : XX/XX/XXXX & XXXX, XXXX XXXX, XX/XX/XXXX & XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX was the Shellpoint insurance contact.
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| 06/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I initiated a jumbo loan with XXXX XXXX for {$630000.00} in XX/XX/XXXX. My first payment was due on XX/XX/XXXX, with a payment amount of {$3700.00}, of which {$520.00} was allocated towards escrow. I made the XXXX payment on XXXX and included {$300.00} extra towards principle. I made the XXXX payment on XXXX and included {$200.00} extra towards principle. And I made the XXXX payment on XXXX and included {$200.00} extra towards principle.
On XX/XX/XXXX, I received via US Mail a letter from XXXX XXXX XXXX XXXX dated XX/XX/XXXX that indicated XXXX had purchased my loan from XXXX and that future servicing would be handled by Shellpoint Mortgage Servicing. I was confused by this notification, as XXXX had not provided me any notification of my mortgage servicing transfer. I know that XXXX will dispute this and claim that they did send me notification. Once they do so, I will provide the mortgage statement I received from XXXX after making my XXXX payment indicating that my next payment was due to XXXX on XX/XX/XXXX.
I was confused when I received this letter from XXXX and immediately reached out to them. I left three message on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I called Shellpoint Mortgage Servicing on XX/XX/XXXX and spoke to XXXX XXXX - she indicated XXXX had no record of my mortgage and could not find it by my property address, loan number or last four of my SSN. I continued to leave messages at XXXX looking for answers. I also called XXXX to find out who was servicing my loan and where I needed to make the XXXX payment. I ended up speaking with XXXX XXXX at XXXX and XXXX XXXX at XXXX and they agreed to resolve the issue so that my XXXX payment situation was clarified.
As we moved into XXXX, no information was being provided to me by XXXX, XXXX or Shellpoint. But then, after XXXX XXXX, Shellpoint began contacting me via phone about my payment.
On XXXX XXXX, I made the XXXX payment to Shellpoint. Just like I had done the XXXX previous months, I included an extra principle within the payment. However, once I was able to log on to the Shellpoint website, I discovered that Shellpoint/XXXX had not properly credited me for the extra principle payments and my escrow payments upon transfer to Shellpoint. Per the XXXX Shellpoint statement, Shellpoint provided the extra principle payments XXXX provided to them back to XXXX, the holder of the loan.
Shellpoint is in their first month of servicing my mortgage and has already demonstrated a high degree of incompetency. I called Shellpoint on XX/XX/XXXX and registered a formal complaint with management about their failure to properly credit my extra principle and escrow for this account. I was told I would receive a call within 24 - 48 hours. That time elapsed and Shellpoint failed to call me and provide an update. I called in to stimulate some activity on XXXX and they again advised that I would be contacted within 24 - 48 hours. That is unacceptable. This company needs to be held accountable for their behavior and the servicing of these loans.
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| 10/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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I have been fighting with XXXX for several years. The dates are extensive. But I do have documentation. During a divorce, there were legal quick deed papers filed in a court of law to remove any financial application or financial gain from a property located at XXXX XXXX XXXX, XXXX, NC XXXX. I have submitted my divorce papers, the legal quit deed papers filed in XXXX County, my new marriage certificate, my drivers license, my Social Security card everything they have asked. Multiple multiple times. I worked with Ditech, now NewRez Directly and they have indicated that there was fraudulent activity and have been unable to provide a single document with my proven signature on it. Because it doesnt exist. Over 20 years ago when my ex husband purchased this property, he was allowed to sign my name at XXXX XXXX XXXX. This is not my signature and he did not have my authorization. During our divorce in 2009, The lawyer additionally filed a quick deed alleviating me from any legal ties to this property. There were other properties as well but for some reason this is the only one that the credit company refuses to remove. I have jump through hoops and have submitted documents so many times that its exhausting. The company refuses to move my name unless my ex-husband refinances. And because he is unable to do that I am being held hostage. For 10 years. This is not my debt. I have submitted all the required paperwork to the company and to XXXX on at least six different occasions throughout the last six years. Each time with the promise of resolving it and each time they deny it. It feels like Im being harassed and it feels like they are not following their own guidelines. Each time they send me a generic form letter saying that a divorce doesnt alleviate me and the property would need to be refinanced. I have explained repeatedly that I can not force a refinance on behalf of somebody else, and furthermore, the quick deed filed legally in a court of law in XXXX county is my reason for citing removal of this property. I was going to hire a lawyer but there is a timeframe that has been exceeded. I need to get this resolved. As I mentioned this is holding me hostage and tarnishing my credit. I am not even able to purchase another house, we had to put it in my husbands name only. And I have lost job offers and been denied credit because of this mistake. XXXX is failing to do there job by not removing my name from this debt. This is not my debt. As I mentioned it I have proven it over and over and over. I am willing to provide all of the documentation of need but it is very extensive. Bottom line, I am being punished for a debt that is not mine, and I have provided legal documentation proving it. XXXX continues to harass me and ignore me even though I have met with all the compliance requested. Due to the enormous amount of time that I have already spent I am unable to upload all the documents right now but I do have them and I am willing to provide them if needed. Even if that means in a court of law.
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| 03/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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Our complaint actually involves something slightly different than the categories available. We were advised to pick one and explain here what the actual complaint was.
We are in the process of adding a building to our property and had to have our property re surveyed. After doing so we were then required by our county to send the new plat to our mortgage company ( Shellpoint ) for their signature and then Shellpoint was to send it back to us to then be submitted to our county for finalization before we can build.
We sent the plat to Shellpoint and required it be signed for upon receipt. A person named XXXX XXXX signed the receipt on XX/XX/2020. On XX/XX/2020we called and spoke to XXXX. She did not have any answer for us and said she would call back. Did not. We called back XX/XX/2020 spoke to XXXX about the same and she said would look into it and call back. Did not. On XX/XX/2020we called again spoke to XXXX XXXX she said she would look into it and call back. Did not. We explained our problem and asked for a supervisor and were told there were none. We were told that the place that might have our plat did not have any phones in that section so we could not call them directly. Many calls were made for the next two weeks leaving messages and no call backs. On XX/XX/2020 Reached XXXX XXXX, had a conversation with her which seems promising and she said she would call back. She did not. Called her direct number as given, we left a message at XXXX. Called her again at XXXX and left another message. No call back. On XX/XX/2020 we call XXXX XXXX again and left another message. No call back.
We then called the main number on XX/XX/2020and spoke to XXXX and she said much the same that she would look into it and call back. On XX/XX/2020we actually got a call back from XXXX XXXX said she has the plat, she stated that she needed some forms filled out and sent back before she could proceed. We filled out forms and promptly sent them back that day. We called XX/XX/2020 and left a message. No return call. On XX/XX/2020we called XXXX XXXX and she stated that the plat was across the street and she would go over and get it and send it. She stated that she believed it was signed. She said it should be to us in a few days. It did not come. We called her on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and her voicemail box said each time it was full. So unable to reach her. Again on XX/XX/2020called main number and left our number for call back. Called again at XXXX and XXXX and spoke to XXXX. She said she would call back and never did.
We tried everything that we can to communicate with this company to no avail. We even called and emailed the CEO XXXX XXXX and no response. We are exhausted and desperate at this point. This company is holding our legal document hostage and we are unable to move forward until we receive it back, signed by them. We have had to apply and pay for an extension on a building permit due to this delay. We implore you to help us with this issue we are having with Shellpoint.
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| 11/20/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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On XXXX XX/XX/XXXX, I notified Shellpoint Mortgage Services that it was discovered during a recent financial mortgage transaction and check of my credit report that they ( Shellpoint ) reported to the credit bureau that I was 30-59 days delinquent in my mortgage payments. To be clear, I HAVE NEVER BEEN DELINQUENT in the 36 years for which I have been a property owner from the age of XXXX to now XXXX years of age!!
After speaking with four different individuals due to disconnection issues, I was advise by a representative who after researching the issue acknowledged the issue stemmed from bi-weekly payments that were misapplied shortly after they ( Shellpoint ) assumed the loan from the prior lender in XX/XX/XXXX, resulting in the some payments being credited as principle payments only. During that time, It took several calls in XX/XX/XXXX and XX/XX/XXXX to corrected what I thought was resolved. Fast forward today, Shellpoint STILL has me erroneously delinquent as recent as XX/XX/XXXX, per the agency that pulled my credit report, and having NOT missed a single payment as was also confirmed by the representative who initiated a Task for corrective Bureau Update in their Shellpoints system prior to the call being disconnected. I was able to learn of the initiated Task to correct the error only after speaking to the fourth person who was not only profession, but took their time, reviewed the inputs of the prior reps and informed me of the initiated Task scheduled for action two days later, Friday XXXX XX/XX/XXXX. I thanked him and replied I would follow-up then.
Upon calling and speaking with Shellpoint today, Friday XXXX XXXX, spoke to Rep - XXXX, who informed me that the action was still noted in their system as pending and now would take up to 30 days, I requested to speak with the Supervisor. Supervisor, Mr. XXXX XXXX came on the line, requested reiteration of my identity, and instead of working to resolve the issue, he proceeded to make a sly comment of my previous calls, and immediately took an argumentative and dismissive posture asking if, you have proof of the credit bureau reporting, did anybody ask you for proof of what you are say, words to that effect, then proceeded to informed me that I need to provide proof from the credit bureau regarding Shellpoints reported adverse action to avoid any further delay. Mr. XXXX provided no means as to how I should provide this information. It was only after my having to ask, for whom I should make this action attention to, did Mr. XXXX respond saying, you can call, email or fax it, however way you want. I then again had to ask, who should I email this to? He responded by only providing the following email : XXXX without any level of customer service or care that this inaction was negatively impacting me financially. I am now having to incur unnecessary delays because of this erroneous inaction and the posturing of some of this companys personnel who seem to be unaccountable to NO ONE. This is just not right!!
Regards, XXXX of MD
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| 03/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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My mortgage company reported me as delinquent even while on COVID workout for a modification right after a COVID forbearance. They told me ( after I noticed a XXXX point credit score drop ) there was no way I could avoid it without paying the entire outstanding balance ( which was getting rolled into the loan via a COVID workout loan modification ). This is unjust, immoral, and greedy inhuman behavior. They ruined my credit score and perfect payment record because of a self-enforced set of rules that I had no control over. Throughout the COVID forbearance, I asked and was told many times that there would be no negative repercussions for being on the forbearance or for the loan modification. They refuse to provide me with phone recordings of the conversations.
XX/XX/XXXX, spoke to XXXX XXXX, made escrow payment, advise on repayment options/loan mods, etc XX/XX/XXXX, spoke to XXXX, made escrow, made mention of plans to do loan modification.
XX/XX/XXXX, spoke to XXXX, wanted to make sure was still on COVID forbearance, made escrow, mentioned desire to do loan mod XX/XX/XXXX, spoke XXXX, escrow only payment XX/XX/XXXX, spoke to XXXX, escrow only payment, went over COVID options, wanted to do mod, still on forbearance XX/XX/XXXX, spoke to XXXX XXXX, escrow payment, went over deferment loan modification, wanted to do mod, referred to XXXX XXXX notified ).
XX/XX/XXXX, spoke to XXXX, wanted to go ahead and do modification, streamlined. Had to order updated value, takes a few days ( $ XXXX ). XXXX said a few days to get value back.
XX/XX/XXXX, spoke to XXXX, returned results, submit mod for approval.
XX/XX/XXXX, mod submitted on this date to supervisor, XXXX ( or team ) XXXX XXXX XX/XX/XXXX XXXX XXXX sent out for Mortgage insurance caused delay, sent out and response on XXXX XX/XX/XXXX XXXX resubmitted back to supervisor team 48 hours for approval ( weekend in between ), standard Actually took 4 business days ( not including XXXX ) XX/XX/XXXX, everything was approved for loan modification. Needed MI approval also ( done for XXXX ), XXXX approved it. I was not notified until XXXX A month where nothing happens, XXXX XXXX ( supervisor ) says about XXXX XX/XX/XXXX, letter offer sent for trial XX/XX/XXXX, I called in, spoke to XXXX, confirmed modification was approved to start XXXX told me XXXX is an interim month before the trial, no payment is due, trial payments start in XXXX ( XX/XX/XXXX ) Not asking for payment at that time, In reference to the XXXX interim month President Biden has not actually declared the COVID emergency over as of XX/XX/XXXX.
I was deceived by Shellpoint/NewRez and penalized for following the rules.
I have submitted several disputes to Shellpoint with no resolution. Until today ( XX/XX/XXXX ) I have not even been able to view responses because they delete them before I can. I have filed disputes with each of the three major credit bureaus however my understanding is they just go ask Shellpoint for the same information again and don't resolve it either.
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| 06/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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My husband and I bought a house XX/XX/1998. We have paid on this loan until the present time. During XXXX I was without work for a while. I called my mortgage company which was Shellpoint at that time, to ask about getting a loan modification. They set me up and told me that we could go several months without paying due to XXXX. So I took advantage of that. When the months were up, they wanted the total amount due from all the months that I missed. Well, obviously I could not do that. So I asked for a loan modification. I didnt think anything about it because they recommended it and told me dont delay take advantage of this great offer. They sent the document for me to sign. It was XXXX pages long, and I will admit that I did not read every word of it. But the part that I did read led me to believe that they were giving me a trial. To make a payment on time for XXXX months. And then they would modify the loan in order for me to catch up or to add it to the end of my mortgage. As I had done the same thing with my car loan during XXXX. I signed the papers and did not realize until a year and a half later that my principal was going up and was way more than what we first paid for the house And all the years we financed and paid on it. I just so happen to see the principal balance XXXX day on my statement. At first I thought it was a mistake. So when I called the mortgage place, they said no it was not a mistake. It was just as if we had started all over on a loan for buying our house that weve had 25 years. I couldnt believe it. I feel this was very deceitful on their part. My payment went from $ XXXX {$1200.00}. I assumed that this was the amount different each month that I would pay until the remainder of my loan was finished. This would be XXXX years from now. Little did I know, it was nothing what I thought it was. Because they kept calling it a loan modification. To me a modification is when they change your payment amount for a while until you get back on your feet. However, This was nothing like that. The cost of our house was {$110000.00} in XX/XX/1998. XXXX paid on it for 25 years. The principal balance as of today is $ XXXX from looking at my past statements, this principal balance has gotten bigger each month. A lot bigger. I admit that I always dont understand everything, especially when it comes to paperwork. It is not written in terms that I understand. It seemed to me as if I was duped and coerced into signing something that nobody in their right mind would ever sign. I mean what happened to the 25 years worth of money that we have paid? I am baffled. I can send a copy of the document that I signed if needed now. my husband and I are senior citizens. We are not tech savvy as to how to mail the documents or email them. But we can get someone to show us. How if needed. I just wish we had done that upon the signature of some phony, misleading papers. Our mortgage company now is XXXX XXXX XXXX. At the time of the loan modification it was Shellpoint mortgage company.
|
| 03/05/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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|
Web |
Older American, Servicemember |
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I have attached several of the correspondence emails with NEWREZ ; LETTER TO NEWREZSHELLPOINT XX/XX/XXXX Followup on my account payment history. As stated in the previous email, for which I have not received a response, I have made all payments. There is one exception in that NEWREZ for some reason cancelled my scheduled payment in XX/XX/XXXX. I made several phone calls, which are in your files for my account to resolve the problem. I have pasted the payment amounts and dates as recorded on my XXXX banking account information here. PLEASE correct my CREDIT REPORTS and email me a statement that I have made all payments on time and in full for the last 12 months.
VERIFICATION OF PAYMENTS TO NEWREZSHELLPOINT ON TIME AND IN FULL Dear Ms. XXXX ; XX/XX/XXXX Thank you for your response to my inquiry.
You seem to base your investigation on the premise that since two payments were received in XX/XX/XXXX, I failed to meet the deadline for the XX/XX/XXXX payment. Are you aware of my agreed upon skipping the XX/XX/XXXX payment, requiring me to pay XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} for three months to make up for the skipped payment.
XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} for three months to make up for the skipped payment The late payment for XX/XX/XXXX was due to NEWREZSHELLPOINT placing a stop pay on my XX/XX/XXXX payment. This occurred because I had actually made two payments ... one for XXXX and the other for XX/XX/XXXX NEWREZ-SHELLPOIN ACH {$1900.00} PMT XXXX TEL ID : XXXX Talking to a customer service representative she concurred that I had erroneously made a 4th payment for XXXX. This payment was after I had satisfied my contractually agreed upon repayment. This is the payment that was cancelled by NEWREZ. I made the payment of XXXX but that was summarily cancelled, also. This was an unforced error that should not have happened. Please know that I had every intention to and did make the payment for XX/XX/XXXX. When the error was discovered in XX/XX/XXXX, I immediately sent the XXXX.
Please review these records and you will find I did comply with my contractual obligation. through no fault of my own, that payment was not applied, as it should have been. It is imperative my credit report be corrected to adjust this error.
Thank you for your attention to these details.
Sincere regards XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XXXX ACH Pmt XXXX Tel ID : XXXX XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX {$1900.00} Sincere regards XXXX XXXX This is NEWREZ 's response to my request for documentation of phone conversations, which are recorded, that will provide documentation that the error of payment was wholly on NEWREZ , and in no way was I responsible for the cancelled payment.
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| 09/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Since XXXX of this year, I have had to call Shellpoint at least once a month in an attempt to get the allocation of the monies we send them allocated as we instructed. I have spoken with representatives who apparently don't bother to listen even though I have asked them to make copious notes in their computer detailing our conversations.
The monies are received by Shellpoint and they do whatever the XXXX they want with it. They have misapplied payments. Put payments in " unapplied status '' and currently hold money in this " unapplied status '' while charging the account late fees! How can you have late fees when you have monies in an " unapplied status ''!
On XX/XX/XXXX we mailed Shellpoint Servicing a check for {$5300.00} to bring the delinquent payments current.
On XXXX we mailed Shellpoint a check for {$2700.00} AND DESIGNATED ON THE CHECK THAT IT WAS TO PAY THE TAXES IN THE ESCROW ACCOUNT TO BRING THE ESCROW TO XXXX.
On 2 SEPARATE OCCASIONS we requested that the escrow account be eliminated and that we would be paying the taxes and insurance. Shellpoint responded by saying they would " they would give us an answer ''.
I spoke with a representative earlier around the XXXX of this month. I had not received a letter or notification the escrow removal had been denied. The representative I spoke with made no mention that it had been denied. I told the rep I was going to send a simple P & I payment for XXXX in and it should be allocated as such. I asked to make a note in the computer so someone would see it when the payment came in. We can get a copy of the recorded conversation to verify if we need to!
We never received an answer for ether request to remove the escrow account. A representative from Shellpoint that I spoke with on Monday XX/XX/XXXX confirmed Shellpoint NEVER sent a letter stating to us the request to remove the escrow was denied.
Therefore, as payments have been made, unbeknownst to us, Shellpoint starting with the XX/XX/XXXX payment, takes what would be a simple P & I payment and escrow taxes out of that. This leaves a shortfall in the P & I payment. They then charge late fees because the payments were " made full on time ''.
We have sent payments every month on time since we started managing this account. I have called and spoken with representatives in an attempt to get the amounts needed to bring the escrow accounts brought to current. We sent those payments in. Because of their error not to send the escrow denial notification we were under the assumption our instructions had been followed as asked.
Monday I learned they are applying the payments differently, and they are charging us late fees, holding money in an account AND NOW THEY'RE MAKING ME WRITE COMPLAINTS TO GET THIS RESOLVED!!
I have spent an inordinate amount of time trying to get this company to get the allocations on this account correct. My efforts go in vain. I now have to seriously consider the thought that they are holding money for their own use and purposes.
|
| 05/23/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
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XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX Loan number XXXX TO XXXX PAYMENT COMPLAINT MANAGEMNT DEPARTMENT.
I am not happy this company you have always find a way to steal my payment. Please kindly apply my payment to the designated payment allocation.
In the month of XXXX 3payments where made but only 2 was applied to my account are you waiting for me to forget, then the money will disappear like others has happened.
I will appreciate it if you can work like a business not a scammer, I am tired of chasing this office to do the right thing each time I make a payment.
The balance on my loan will be {$140.00}, XXXX if somebody will do their job not to find a way to steal from me. You have an unapplied found that is sitting in my acct in the amount of {$750.00} as unapplied we had gone through this over and over. Apply my payment if you do, we will not be having this conversation.
This some of the reason why I have been vocal about your service with me next time this will happen I will have a lawyer talk to you because I have been looking for a way to have a share in a company and this might be an opportunity to get rich.
You have done this before and came up with a wrong calculation and now you are doing it again STOP playing with my payment.
Second my payments are not been reported correctly to my credit department that id another way to deprive me from refinancing my mortgage to the mortgage companying of my choice.
I am writing for you to make all the correction you are getting paid for your interest that is not enough now you are looking for another way to embezzle my payments. The only payments that should be reflecting in my account will be {$750.00} for principal on a monthly and the rest will to the interest and other when you dont do it. Then you are trying to steal from me.
I am a hard worker making sure that my bills are paid but you are making doing everything in your power to keep me in dept. if I was XXXX I dont have to go through this to make sure my payments are applied correctly or reported to the credit company.
I have tried warning you about this, I thinks is time for me to file official mortgage fraud complaint against NewRez LLC / Shellpoint for discrimination, fraud and suffering. Due to false payment reporting. Which is causing sleepless night for me.
I like this corruption and payment huddling and stealing to be corrected and stop playing with my money. I know what to do with {$750.00} if it was in my account then when I pay foy my principal to go down you huddle the payment instead of applying it to the designated payment location.
Dont think that I dont have a cash of {$140000.00} to pay you off. For your information my other mortgage company is not giving all this scamming behavior is your this so called NewRez.
I need someone in the complaint department to look into my complaint and make sure this behavior will stop I have been promised before, but it kept happening.
NewRez is worse than a XXXX scammers I cant wait to XXXX you.
|
| 02/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
|
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I previously filed a complaint against Shellpoint Mortgage Servicing. Loan # XXXX Shellpoint Mortgage Servicing from XX/XX/XXXX to XX/XX/XXXX the account was in forbearance related to COVID. Upon our termination of the forbearance, we were offered options to pay the amount deferred during forbearance. We were offered a trial loan modification, which required three payments of {$1900.00} to be paid XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We made those three payments as instructed. We were then told we would receive the final loan modification document with the exact amount for ongoing payments, which would likely be the same amount as the three trial payments. Shortly thereafter, we were informed the loan had transferred to XXXX XXXX. We subsequently found out that the information Shellpoint transferred to XXXX XXXX reflected the amount deferred during forbearance as past due, which now has XXXX XXXX handling the loan as though it's delinquent. We also received a document from Shellpoint that the loan was in default and in jeopardy of foreclosure. We then received another document from Shellpoint that our account was being reported as delinquent to the credit bureaus. I contacted Shellpoint about this and was told there was nothing they could do since they are no longer servicing our loan.
On XX/XX/XXXX, I received a response from XXXX XXXX in Shellpoint Mortgage Servicings Compliance Department. The response is attached.
1. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledged that the account was in COVID forbearance from XX/XX/XXXX to XX/XX/XXXX.
2. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledged that XX/XX/XXXX through XX/XX/XXXX the account was in a trial modification period, and the payments were paid as agreed.
3. XXXX XXXX, on behalf of Shellpoint Mortgage Servicing, acknowledged that Shellpoint Mortgage Servicing placed the account in default and reported the account to credit bureaus as delinquent.
Since XX/XX/XXXX I have made 20 phone calls attempting to speak with XXXX XXXX. No calls have been answered. Calls are always sent to voicemail. I have left messages, but have not received a single return call.
Shellpoint Mortgage Servicing is in direct violation of the CARES Act.
The Coronavirus Aid, Relief, and Economic Security ( CARES ) Act, Pub. L. No. 116-136 ( XXXX. XXXX, XXXX ), at section 4021, amends the Fair Credit Reporting Act ( FCRA ). A new subparagraph ( F ) is added to 15 U.S.C. 1681s-2 ( a ) ( 1 ).
Pursuant to requirements in the CARES ACT Shellpoint Mortgage Servicing CAN NOT report the loan as delinquent and CAN NOT place the account in default because the loan was in COVID forbearance from XX/XX/XXXX through XX/XX/XXXX, and in modification from XX/XX/XXXX through XX/XX/XXXX.
I am certain Shellpoint Mortgage Servicing is aware of the CARES Act requirements, therefore I can only surmise that Shellpoint Mortgage Servicing is willfully violating the CARES Act and willfully causing us harm.
|
| 08/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/XXXX, I first communicated with my Lender that I wanted to remove my PMI. I followed all of the instructions provided on the Lender 's website and sent the request in writing. I received several automatic generated messages via email that same day acknowledging receipt of my communication. On XX/XX/XXXX, I received another auto-generated email, but this message contained significantly more detail in general about the PMI removal process, including information about meeting my investor 's guidelines if I was not eligible for a XXXX removal and specifically noting, " The appraisal will cost at least {$400.00} and will be ordered at your expense. '' Upon receipt of that information, there were several telephone conversations with the Lender 's customer service department, more letters from me, some communications from the Lender, including three ( 3 ) different, but essentially the same, denial letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
I have attached each of the above referenced denial letters to this complaint. Please note, the XX/XX/XXXX letter also includes the document " XXXX XXXX Borrower-Initiated MI Termination Valuation Results ''. It is also important to note that earlier in the month of XX/XX/XXXX, I paid {$150.00} for a Broker Price Opinion via check made payable to the Lender. The check was cashed and the Broker scheduled a visit to my home on XX/XX/XXXX. The XX/XX/XXXX letter includes the BPO.
One reason I maintain that the Lender does not have proper protocols in place to ensure compliance with XXXX is the fact that each of the denial letters fail to acknowledge the basic information that I would mention in my correspondence to the Lender. Chiefly, beginning with my original letter of XX/XX/XXXX which noted the value of my home had appreciated due to a major bathroom renovation project. This was verified in the BPO and listed under a section entitled " Itemized Updates ''. I repeated that information in my XX/XX/XXXX letter, but it was completely ignored in the Lender 's response of XX/XX/XXXX. This is clear because despite my very implicit statement that " substantial improvements '' were made to the property, I was informed that my " additional correspondence did not provide any new or additional information for us to form the basis for a new investigation ''.
I maintain that I was always qualified for removal of the PMI at least as early as XX/XX/XXXX, but I was always given the " runaround '' by the Lender 's system that was intentionally designed to cause borrowers to continue to pay for PMI beyond the actual legal date it could rightfully be removed. This last statement is not mere conjecture since the Lender as recently as last year XXXX XXXX XXXX agreed to settle a class action lawsuit for questionable practices involving lender-placed insurance.
Due to the size limit on the files I could upload, all correspondence is not included, but can be provided upon request. Thank you for your consideration. XXXX XXXX
|
| 05/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I bought my house 16 years ago. In XX/XX/XXXX, I was struggling with health issues and was unable to make my mortgage payment. At the end of XX/XX/XXXX, I contacted my mortgage company XXXX to request a forbearance as I was XXXX awaiting XXXX in XX/XX/XXXX. They advised me that they had sold my mortgage and gave me a phone number to call. I had not received anything advising me of this sale. In XXXX, after my XXXX, I called the number that had been provided to me. I was advised they are servicing my mortgage and I would receive a statement. On XXXX XXXX, XXXX, I called them again and they told me I had to pay {$10000.00} to bring my mortgage Shellpoint acct # XXXX to good standing. I processed my payment though my bank ( XXXX Bank ) for two payments {$5000.00} and {$5600.00} both of which were withdrawn from my account on XX/XX/XXXX. When XXXX rolled around, I received a statement from Shellpoint Mortgage Sevicing asking me to pay {$2100.00} which was my usual {$2000.00} plus fees. I sent the payment to Shellpoint Mortgage Servicing and on XX/XX/XXXX ( my mortgage due date is the XXXX of each month ), the funds were withdrawn from my account. On XX/XX/XXXX the payment was refused by Shellpoint Mortgage Servicing. I contacted Shellpoint and spoke to XXXX ID # XXXX who advised me she could not see the payment made in XXXX yet it had been withdrawn from my account on XX/XX/XXXX. She advised me to give them time to investigate before submitting the XXXX payment again. I voiced my concern with being charged a late fee and she said she would contact me in two business days which would be XX/XX/XXXX. When I did not hear from her, I went ahead and resubmitted the payment and it was again withdrawn from my account on XX/XX/XXXX and then again returned on XX/XX/XXXX. Confused, on XX/XX/XXXX, I again called Shellpoint Mortgage Servicing and was connected to XXXX XXXX ( Phone # XXXX ) who verbally advised me that my payment was being rejected because my mortgage had been put in foreclosure. I asked why because as far as I was concerned I had paid it off and bought it up to date with the payment of {$10000.00} withdrawn from my account on XX/XX/XXXX. She advised me not to send the payment and wait to be contacted with the total due including lawyer fees. Please note, I have never been advised I was in any sort of foreclosure. This verbal notice is the first I have heard of any foreclosure. When they accepted the XXXX payment, which is what I was told was due and even received a statement for, I as a consumer believed I had caught up. That's why I sent my regular payment in XXXX. I am now very confused and believe I am being bullied into foreclosure. I have lived in this house for 16 years and had it not been for my XXXX I would have never fallen behind on my payments. I was not even made aware when my mortgage was sold. Please help me. i feel like I will now be paying high lawyer fees which will likely put me in a position of not being able to make the mortgage payment.
|
| 10/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XXXX Lendee called Ditech, the lendor to inquire on balance owed. representative from lendor gave a figure of {$2800.00} and explained that as of XXXX a new lendor would have the loan and to make to sure to call the new lendor to obtain loan account # and ways to pay.
XXXX a statement was received from Ditech by lendee showing a balance of {$10000.00} in which {$5800.00} was supposedly escrow balance.
the monthly payment amount since conception of loan was {$610.00}, taxes and insurance were never escrowed.
lendee was not in default on taxes, there were 3 total paid by lendor. however it was not a necessity because lendee paid taxes via a payment plan with the county and has done so for the past 12 years. lendee was not nor has been in default for county/land/school taxes.
XX/XX/2020, Lendee sent a letter to lendor requesting a breakdown of all charges, paid, unpaid, dates and who was paid on lendees behalf, lendee requested the information be put in a way that could be understood by common folk. lendee received a loan history summary about 60 days later. The summary was too complex to be understood. It was what is internally used by folks who know the codes for mortgages etc.
lendee sent another on XXXX letter to lendor and the lendors attorney requesting the same information again and again requesting it be written in a way that could be understood. over 60 days later once again, lendor sent to lendee another coded internal payment summary.
from XX/XX/2020 to XX/XX/2020 Lendee sent a total of {$19000.00} reiterating that on XXXX Lendor stated the total balance owed to that date was {$10000.00} then taking into consideration the normal mortgage payment of {$610.00} x 8 months would be a total of {$4900.00}. Since the lendor paid taxes and now forced us into an escrow payment that amount would only be {$160.00} making a total monthly payment of {$780.00}. the lendor was attempting to charge a monthly payment of {$1500.00} to pay up the escrow, pay current charges and future charges.
Lendee paid $ XXXX in 8 months. lendee stated the total due was {$10000.00}. 8 months of regular mortgage bill and escrow charges for future escrow payments should have been {$780.00} ( total taxes per year is {$1900.00} ) making that a total of {$6200.00}.
{$6200.00} + $ XXXX {$16000.00} $ XXXX $ XXXX - {$2700.00} ( overpayment to lendor ) lendee also is inaccurately stated that they had to force insurance on lendee due to not having home owners insurance. lendee has sent proof of such many times to lendor. Matter of fact the binder of the XXXX insurance sends the proof to lendor each time as well. therefore lendor forced lendee to pay insurance in which is part of said escrow amount as well, according to the lendee. This is a enormous mistake on lendor part and is one of the several inaccuracies that has caused the lendee to now worry about losing the only home they have.
lendee stopped accepting payments as of XX/XX/2020 and started the forclosure proceedings.
|
| 03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Loan # XXXX Our loan was transferred to Shellpoint Mortgage Servicing in XX/XX/XXXX. They had provided us with a new Escrow statement at which time we noticed that our escrow payment remained the exact same to we had already paid for the previous 12 months. All the years we had been paying our PMI, it had decreased each and every year we received our escrow statement until Shellpoint Mortgage Servicing took over. We contacted Shellpoint regarding this matter and their reply was that the monthly PMI was based upon our Amortization Schedule and the amount was correct. Shellpoint did NOT provide the Amortization Schedule that they have in our records to show evidence of such claim. I then contacted XXXX, the company that our PMI payments are sent to, and XXXX XXXX replied on XX/XX/XXXX with " The PMI should not go up unless the Amortized balance went up for any reason. Because the contract is between XXXX and your lender, I am limited at what information I can provide to you. ". We tried to fight the matter with no avail since we did not know we had the original Amortization Schedule in our safety deposit box at the time of our first complaint. We continued to pay the same amount for 2 years.
Fast forward to XXXX, XXXX. I was cleaning out our safety deposit box and found the " original Amortization Schedule '' for the current loan that Shellpoint Mortgage services. According to our original documents, our current PMI monthly payment from XX/XX/XXXX - XX/XX/XXXX should be {$120.00} and NOT {$130.00} which they claim is correct. On XX/XX/XXXX, I sent an online message to dispute their claim and provided them with the original Amortization Schedule documentation we have in our records. Shellpoint mortgage replied back on XX/XX/XXXX with an answer that did NOT even answer our question. Their reply referred to the rules to be eligibile to cancel PMI and how to go about the process which was NOT related nor did it answer our question.
On XX/XX/XXXX I sent another online message to Shellpoint asking for a competent person to carefully review our question and the documents we provided. XX/XX/XXXX Shellpoint Mortgage replied back again noting that the PMI is based upon the Amortization Schedule and the {$130.00} is correct. They also included a copy of our payment history which has nothing to do with nor does it prove the accuracy of what they are telling us. On XX/XX/XXXX I sent a third and final message regarding the matter with the original Amortization Schedule. We also requested that they reply with their copy of the original Amortization Schedule proving contrary to the documents we have in our records that we received at the time of the closing of our loan. Shellpoint Mortgage replied back with info on who is elegible for PMI cancellation which AGAIN DOES NOT answer our question. We have proven our case with our documentation but Shellpoint Mortgage refuses to reply with an answer that proves otherwise with any supporting documentation of their claims.
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| 10/28/2020 |
Yes |
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- Trouble during payment process
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Web |
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1. Mortgage loan was transferred to NewRez ( Shellpoint ) and due to a clerical error on NewRez 's part, my mortgage payment amounts were {$100.00} higher than they should have been.
An inquiry was sent on XX/XX/2020 before the first payment to NewRez was due, asking about why my monthly mortgage amount was {$100.00} more. I received a response in email on XX/XX/XXXX indicating that this was a clerical error and should be fixed within 1-2 business days. I was advised to hold off on paying my mortgage payment until the amount was fixed. The amounts had not been fixed until after the XXXX of the month, but after several calls, I was told not to worry because the issue was escalated and being worked on. NewRez representatives also told me that my credit report will not be affected due to me paying after the XXXX of the month, however, this turned out to be false. My credit showed a late payment, and in an attempt to fix it, they put the account in dispute with the 3 credit bureaus without telling me. I discovered it when I tried to refinance. I promptly paid the correct monthly mortgage amount once I called several times to confirm that it was fixed. However, due to my " late payment '' I was no longer able to pay online through their site. I had to set up a bill pay through my bank, which was an inconvenience for me.
2. I had another couple of issues with my property taxes not being paid. I had to call and explain to them that my property taxes are overdue and " send a request '' to have it paid. They eventually paid the property taxes but I had to pay the penalty.
3. The other issue with property taxes not being paid appeared in XX/XX/2020 when I got an updated property tax bill due to my new construction house being reassessed and a supplemental tax being added. I sent an inquiry to NewRez in XX/XX/2020 to ask if this additional amount is something that could be paid out of escrow. I had enough escrow funds to cover this additional payment. No one responded to my inquiry at all. I ended up having to call on XX/XX/XXXX to see what the status of my inquiry was. All the while my tax bill was past due and a penalty was assessed. When I called I was told that escrow should pay those tax bills, but then got transferred to someone in Escrow, who had to talk to two managers, who gave conflicting information. One manager said it should be paid out of escrow, another manager said supplemental taxes aren't typically paid out of escrow but I could submit something " in writing '' requesting that it be paid, then I could wait and see if it would be paid. No one could provide me with an update on my original inquiry that I sent in XXXX, and I was told that I had to submit ANOTHER inquiry to see if my supplemental property taxes could be paid out of escrow. I send that request on XX/XX/2020 and that is pending. Due to the fact that NewRez is not paying the supplemental tax, I've had to pay {$1300.00} out of my pocket to keep my home from a property tax lien.
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| 08/02/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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We have been making mortgage payments to Shellpoint Mortgage since about XX/XX/XXXX with no problems. Then last year in XXXX ( fall ) we received notification XXXX XXXX XXXX was taking the loan over. At this time, XXXX XXXX XXXX attached our discharged mortgage to our credit. We completed our complaint with the credit bureaus. Our Mortgage originally with XXXX, taken over by XXXX XXXX XXXX during the " take over '' was discharged in XXXX through bankruptcy court ( see attached ). Meanwhile XXXX XXXX XXXX failed to pay our property taxes and property insurance. So we made the payments. Normally this is done through our escrow. Shellpoint took the loan back from the lender in XX/XX/XXXX. We made our mortgage payments minus escrow since we paid it already, and were not refunded by XXXX XXXX XXXX. When Shellpoint took the loan back we told them what happened with XXXX XXXX XXXX. When shellpoint took the loan back they also attached the loan to our credit and again we fought to have it removed. We have continuously made our payments minus the escrow. Shellpoint is now filing for foreclosure. We have dealt with customer service, their Escalation department, left voicemails, were told we would get a call back, but have never received any calls. Only documents in the mail letting us know what our payment is. Information we already know. we have completely gone in circles with zero assistance. We filled a complaint with the XXXX and got no where. Why would or should we make a double payment because the lender doesn't communicate with the servicer? Since our loan is discharged we have had nothing but issues! It's been a terrible mess. We were also told that our loan with XXXX was a fraudulent loan. We don't know what else to say other than these two entities are committing fraud. The money we have sent them has not been applied nor does it show on our statements. During this time we also completed a Prop 8 through the county to accurately have our home assessed for property value. This changed the property tax payment amount. Shellpoint and XXXX XXXX XXXX continued to increase our monthly payments to include an inaccurate escrow amount. They also were adding an excess of over {$3000.00} in escrow for an undisclosed reason. They have not responded as to why they needed to collect an excessive amount in comparison to taxes amount and insurance owed. At this time we are no longer going to send them any money since we don't know where our payments are going. Until we can get this resolved. We also have a re-conveyance for our property and are attaching this as well including the grant deed.
Shellpoint Mortgage Account # XXXX ( before XXXX XXXX XXXX took the loan in XXXX ) we had no issues until XXXX XXXX XXXX came into the picture!!
XXXX XXXX XXXX Account # XXXX XXXX and XX/XX/XXXX payments attached.
Shellpoint Mortgage Account # XXXX XXXX XX/XX/XXXX after XXXX XXXX XXXX let them service the loan again since we got the debt removed from our credit )
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| 07/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My husband and I refinanced with NewRez in XX/XX/XXXX. NewRez held our previous mortgage which began in XX/XX/XXXX. At that time, we were given an estimated new monthly payment of {$3200.00}. We understood that this amount could change slightly as it was an estimate and it certainly would be impacted by any significant changes in our taxes. The taxes on this property have not changed significantly in over 10 years and remain steady at present.
It has recently come to our attention that NewRez was grossly negligent in estimating our new escrow payment at closing in XX/XX/XXXX. We were estimated a monthly escrow payment of {$840.00}, which we have paid. This failure has created an almost {$3000.00} deficit in our escrow that was only flagged and acted on due to the annual escrow summary. NewRez failed to catch this error during the refinancing process, during closing in XX/XX/XXXX, and every month until XX/XX/XXXX. As such, we as consumers had no ability to adjust our finances in real time to account for NewRez 's error. Instead, NewRez allowed the error to stand and now wants us as the consumer to bear the burden of a grossly inflated monthly mortgage payment of {$4500.00}. Additionally, NewRez wants us to bear the burden of making up the {$8200.00} deficit created by their own negligent estimate. This means we would be absorbing an additional {$680.00} per month on top of the corrected escrow amount of an additional {$580.00}, for a total of {$1200.00} more per month than we were previously estimated and paying. To summarize, our payments were estimated to be and have been {$3200.00}. The new monthly payment is expected to be {$4500.00}.
Our monthly estimate at closing was {$3200.00}. We should have been estimated {$3800.00}. This 20 % increase is beyond what a reasonable person would expect an estimate to shift. There is no other way to define this practice other than to call it predatory lending. Had we received the correct estimate, we may have opted not to refinance or may have gone with another lender. NewRez knowingly took away our ability to make a sound financial decision. And since their estimate was grossly deflated, our monthly payment is now estimated at {$4500.00}.
I reached out to NewRez by phone on XX/XX/XXXX to file a complaint. I was told by a supervisor, XXXX, that our conversation would constitute a complaint. When I didn't receive any contact after 2 weeks, I called again on XX/XX/XXXX. At this time I was told that the complain was submitted but NewRez protocol is that a response is not provided. I was also informed that the complaint would not be followed up on until I write a complaint and then I would get a response in 5 to 7 days. I submitted the complaint on XX/XX/XXXX. On XX/XX/XXXX I received a letter stating that my new monthly payment would be {$3900.00}. There was no explanation in the letter as to how or why this payment was calculated but it remains {$130.00} more than what our mortgage payment should be.
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| 03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was sold to Shellpoint XX/XX/2020 and I have had nothing but problems. Customer service is terrible and the hold wait is 45 minutes and then you are constantly transferred to people who are not able to help with the problem. Only my taxes were included in my escrow account. I have always paid my homeownwers insurance directly to the insurance company which is XXXX XXXX through automatic withdrawal from my checking account. Shellpoint notified me that they did not have my current insurance information. I emailed the declarations page 3 times ecause they kept saying they did not receive it! They finally comfirmed they receivd it XX/XX/2020. The Declaration page included that my payments were deducted from my checking account. On XX/XX/2020, I wrote Shellpoint requesting cancellation of my escrow account and being responsible for paying my own property taxes and homeowners insurance due to the online and mail statement would always have conflicting information!. My original loan contract with XXXX XXXX did not specify that my homeowners insurance had to be included in my escrow and it was never included in the 14 years that I was with them. To my understanding the contract can not be changed by the new lender. I never heard back from Shellpoint regarding this request. On my XX/XX/2020 statement from Shellpoint, I noticed my escrow payment went from {$130.00} to {$500.00}! Increasing my mortgage from {$660.00} to {$1000.00} an increase of {$360.00}! Upon investigatation it was noted that after I asked to cancel my escrow, Shellpoint paid the full premium of my homeowners insurance putting my escrow in default and causing my mortgage to increase. This transaction has not appeared on any statements. I was finally able to speak with someone at Shellpoint on XXXX XXXX and the rep confirmed that there is no response noted to my request from XXXX and that she would file an complaint. I was told that Shellpoint paid the full amount due to my not sending in the full payment of the increased mortgage. I am not aware of that policy since Shellpoint did NOT notify me of this! I also noted a charge for {$13.00} being added to my mortgage. No one was able to inform me of the reason for that charge. After written requsets and phone calls I was told that fee was for making sure the home was being occupied! When asked how Shellpoint would confirm that and I was told every month someone would drive by the property to make sure it looked occupied! I am currently unemployed and can not afford the additional {$360.00} increase in my mortgage. I continued to make the regular payments of {$660.00} but Shellpoint has not been crediting it to my mortgage but has been holdng it in a " separate '' account. This has put my loan in default and putting me at risk for foreclosure! Doing a forbearance with Shellpoint is not an option since I can afford to pay my original mortgage amount. I do not trust them and they have had over 896 complaints in the last 2 years!
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| 12/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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On XXXX XXXX XXXX I was notified that a Notice of Default was filed on my home due to delinquent payments that were not made due to an unforeseen hardship. I made contact with Shellpoint Mortgage Servicing and spoke with Loss Mitigation Representative, XXXX XXXX. During that call, arrangements were established to send {$120000.00} via wire. On XXXX XXXX XXXX he sent me wiring instructions via e-mail from an e-mail address of XXXX and confirmed my wire was received and applied to my mortgage loan on XX/XX/. He advised verbatim that everything looks good to continue payments as we discussed. He advised that I would receive a forbearance agreement in the mail concerning these arrangements which I never received. He also advised me that within a week, he would advise the total amount it would require if I was interested in reinstating my account and that the NOD would be cancelled once my loan was fully reinstated. I was under the impression that the foreclosure was suspended. An additional wire was sent to Shellpoint in the amount of {$15000.00} in accordance with our verbal arrangements which was verified received on XX/XX/. I waited several weeks for this forbearance agreement outlining the terms of our arrangement which allows partial payments to be made however ; never surfaced. Thereafter I receive a Notice of FC Sale Date XXXX It is my believe that this is a wrongful foreclosure due to the following ; ( 1 ) I never received a forbearance agreement outlining the terms of our agreement ( 2 ) That the funds were accepted and remained applied to my loan from XXXX XXXX XXXX to present. ( 3 ) That acceptance of funds validates that there were arrangements and that my foreclosure should have been placed on hold ( 4 ) I have written e-mails from XXXX XXXX with Shellpoint that partial payments would be accepted and applied. After being notified of the Foreclosure sale date, I contacted Shellpoint on XX/XX/XXXX and spoke with XXXX to get an explanation as to why my foreclosure was not suspended and why the funds in the amount of {$140000.00} were never applied. She reached out to a supervisor and advised me that the funds would be applied and to allow 24 hours for posting and that I would see it online the following day. She also told me that I would get a letter as to why the funds were never applied within one week. Furthermore, I was told that there was no formal agreement in place and that a forbearance agreement was never generated by XXXX XXXX concerning such arrangements. I was also advised today XXXX XXXX XXXX XXXX XXXX XXXXLoss Mitigation that a " Breach Letter '' was generated on XXXX XXXX XXXX and that I had 30 days to cure the default before my loan would enter foreclosure. He said that MY LOAN WAS REFERRED TO FORECLOSURE IN ERROR. I was also advised that my funds were reversed off of my loan as of XXXX XXXX XXXX and that they were not able to advise if it was mailed back to me or wire back to an account that has now been closed.
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| 06/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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NewRez is a company who has assumed my home mortgage recently from XXXX. I decided to pay my mortgage loan off, Using Newrez website to determine final loan pay off amount on XX/XX/2019 which was {$3600.00}. I arranged for payment through the website and called to confirm that NewRez had received final payment on Friday, XX/XX/2019. Speaking to a representative on phone they had not yet taken payment from my personal XXXX banking account. So I gave her permission over the telephone pay off the loan of {$3600.00} using my XXXX bank account. On Monday, XX/XX/2019 I was notified by XXXX XXXX that there was an issue with my bank account, NewRez had withdrawn the money twice. The first time was on XX/XX/2019 and the second time was on XX/XX/2019. This caused an my XXXX banking account to ended up with {$0.00} in my personal checking account. This has left me with no cash available until my next paycheck. I have called NewRez several times during the week. Initial call was made on Tuesday XX/XX/2019 and after review of my records I was informed they made a mistake by withdrawing the funds twice. They acknowledged my mortgage was paid off on XX/XX/XXXX. As I explained on the phone by withdrawing the {$3600.00} twice they took all the money in my checking account. So I requested NewRez return the {$3600.00} they took out inappropriately after the loan was paid on XX/XX/XXXX. Initially I was told they would return the money in a few days, since then I have contacted them 3 times and explained they were given approval to withdraw {$3600.00} once, not twice. The second withdrawal was not approved. This was taken out after my loan was paid in full. I have been given various answers as to when I would have my money returned. Today XXXX I requested escalation to a supervisor or someone who could solve the problem after telling 3 employees from NewRez I was going into the weekend with no cash in my XXXX bank account because they had withdrawn the {$3600.00} inappropriately. This would cause a hardship leaving me without cash until my next paycheck. Today on Friday XX/XX/2019 the representative by phone tells me it will take 10 days to be reimbursed.
In conclusion, my complaint/issue with NewRez is after contacting them about final payment on my mortgage loan and being told they can handle it on the phone they have withdrawn money from my personal checking account 2 times. Friday, XX/XX/2019 {$3600.00} and again on Monday XX/XX/XXXX another {$3600.00} causing my personal XXXX bank account to end up with a balance of {$0.00} and leaving me without cash which is a considerable hardship. There is no reason after the mistake was identified and they acknowledged taking the {$3600.00} ( after my loan was paid in full ) the money has not been returned. In today 's electronic banking world this could have easily been accomplished within a 24-hour timeframe. NewRez should not have withdrawn money from my personal checking account after the loan was paid off.
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| 02/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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As per my original complaint XXXX ( see attachment 1 ), I believe the bank and its representatives set a course to deprive and conspire, to obtain property by deception.
I know the XXXX and XXXX have added documentation to this CFPB file, further proving my original points of concern, as well as new findings triggered by the bank and their associates ' replies to the complaint.
To further add to the already held internal servicing notes ( regarding repair funds showing funds received and disbursed ), I was recently sent ( and currently hold ) 99 pages of internal Shellpoint emails discussing my complaint. Reading them not only shows their failure to maintain or hold records, but also proves that they simply do not have the missing loan history, insurance funds, and or escrow account interest statement. It also portrays that they have not followed, nor do they understand, the SII RESPA rights and violations. As you will see in the attached ( see attachments 2 and 3 ), they are now pointing fingers, threatening litigation at each other. Reading further into them, you will see their compliance officers, and even the President of Shellpoint ( XXXX XXXX ) is CCed. With them having this knowledge, ethically, this shows conspiring from the top.
The simple fact is, all parties aware are complicit.
I know now that this started with XXXX, and that directly after my father 's death, a chain of incompetence was triggered ( by not processing the SII ), which then became an ongoing coverup. I see the additional teams and people have fallen prey as well.
What has been uncovered over the last few months further proves that all have taken part to deprive and conspire to obtain property by deception. Looking into the SEC files shows additional issues that are more damaging.
It's a mushroom effect, however, the lies and coverups have no foundation. Their team is looking for items that simply are not there ( no vaccination for this problem ). It's a house of cards and it reaches the top.
Unable to answer any of the points in the original complaint and or the new findings, Shellpoint is now refusing to discuss the file and has referred me to their counsel.
I did reach out to discuss all points from the original complaint, as well as the new findings and concerns, with their counsel ( followed by email ). Unfortunately, they too are unable to answer all the points.
As stated in my original complaint, in order to start to resolve this, at this point, the bank needs to withdraw from all frivolous or deceitful actions.
In pursuit of that statement, coupled with the new findings, yesterday I emailed their counsel, demanding that they discontinue the foreclosure action forthwith immediately. They are ethically obligated to do so.
I still have hopes that the harm done can be rectified and I will continue to pursue this with the hopes of a mutually agreed resolution. I want nothing more than for my family and property to be made whole again.
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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New Rez/Shellpoint mortgage had been haphazardly reporting my mortgage loan to the credit bureaus since they acquired Green Tree Servicing XXXX XXXX. They also issued a late fee on my account last XXXX ( for a payment that reached them XXXX day late ) without my knowledge, claiming they notified me and they did not. I have made each and every payment ON TIME since New Rez acquired the loan.
I tried calling them and emailing them to no avail. They did not respond to my email and their phone line was always busy. I then filed a complaint with CFPB regarding the late payment and haphazard reporting to the credit agencies.
In turn, they maliciously retaliated against me and as a response to my CFPB complaint, removed my mortgage loan entirely from the credit bureau reports, causing my XXXX XXXX to drop XXXX points, stating : the loan was involved in a XXXX XXXX Bankruptcy which was filed on XX/XX/XXXX and was XXXX on XX/XX/XXXX. Because your liability was XXXX during the Bankruptcy, Newrez is unable to report the loan to the CRAs. Therefore, Newrez has submitted an interim report under control number XXXX to remove the tradeline due to the XXXX XXXX XXXX XXXX Please allow 7 to 10 business days for the update to reflect with the CRAs.
The liability may have been XXXX but I have still PAID the MORTGAGE EACH AND EVERY MONTH ON TIME! MY attorney has advised me that NewRez must still report my loan to the CRAs.
NewRez is suddenly unable to report the loan to the CRAs due to a XXXX XXXX XXXX from XXXX years ago. So why had they been reporting the loan without question since they acquired the servicing of the loan from GreenTree years ago, until I complained about XXXX payment that was XXXX DAY LATE??
THERE IS NO LAW PREVENTING NEWREZ FROM reporting my loan to the CRAs. They BLATANTLY did this because I filed a complaint with the CFPB. I will contact the XXXX and supply them with each and every statement showing that not only do I have a mortgage but I HAVE PAID IT EACH and EVERY MONTH FOR THE LAST XXXX years, regardless of a XXXX that was filed XXXX years ago!
I bought this home in XXXX, as a XXXX XXXX XXXX. I raised both of my children here singlehandedly. I am a XXXX XXXX with student loans that are NOT going to be forgiven. And this is how I am rewarded for paying my mortgage every month?
Now there is NO record of any mortgage on my credit reports. What is far worse is that NEWREZ/SHELLPOINT has caused my credit score TO DROP XXXX POINTS by callously removing it from my credit reports. With inflation this high, they have now added extra financial burden to my life. The cost of a lower credit score is detrimental to my existence, EVERYTHING will UNFAIRLY be more expensive for me now.
This is NOT a true representation of my creditworthiness and NEW REZ should be sued for doing this to a XXXX XXXX who has gone through XXXX and back to raise kids, maintain a houseXXXX XXXX during a pandemic and PAY MY MORTGAGE EVERY MONTH ON TIME.
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| 11/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was transferred to Shellpoint Mortgage right after I returned to the country and afer the cover crisis started. I believe this was done with an intention so I refused the transfer but later found out that I dont have option other than continuing with them but as I suspected I have been going through lot of issues with them. They will keep requesting for information even after I send insurance info as if I never responded their mails. They I initially didn't even respond for my Forebearance request after I was affected by the pandemic, and later after filing a complaint I received a response. The representative assigned goes without answering my emails and phone calls for several weeks letting me hang in the middle with no clue on my forbearance request as they told me that I have to apply every month. But all of a sudden they approved it for 4 months once. In 5 months time I made payments for 2 months and I was on a deferment but all of a sudden they said I am approved for only 2 months but even with that they had me on deferment for 3 months and they said I can be on deferment for the dues but suddenly stopped it for the month of XXXX and when I asked for the reason, they are not sure why they did that. I have been waiting for the forbearance request for the month of XXXX but I still don't know what decision they have made. It's like they are waiting for me to spend rest of the money and then come back and say that I am not aproved for forbearance. There's also a practice of harassment where I will be circled around from one rep to the other where they keep hanging up in the middle of the conversation until they have someone who they think is capable of tricking me into a situation where it will cost me my home. One of the reps told me that I have to make a payment even if I am on forebearance so I did make a payment borrowing but they immediately removed the deferrment and also delaying the forbearance approval. I have been going through this pattern since I was with XXXX XXXX. Its like I shouldn't live in my home otherwise it will be take. Away from me. When I had it rented out for 2 years I never had any issue with the bank but right after I moved in I have been fighting to keep my home. The bank of denying the same privileges they are offering other customers without an issue. Also the point of contact they have assigned goes on a vacation or a break wah too frequently and leave me in limbo. Where other representative start harassing me with phone calls asking me to make a payment whole waiting for a response from my point of contact regarding forebearance. Last month at a very crucial time someone updated my account with a phone number I don't own in order to acojd bank from contacting me for any issues. I often don't receive the letter they say I received but never got that in my mailbox. also, they blocked me from applying for forebearanxd from online and they never gave me an explanation on why they did that.
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| 09/28/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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I am writing to file a formal complaint against Shellpoint Mortgage Servicing regarding the handling of my mortgage account during a forbearance government plan I entered into last year, from XXXX to XXXX.
At the onset of the forbearance period, I was reassured by Shellpoint Mortgage Servicing that participating in this program would not have any negative impact on my credit score. Furthermore, I was informed that upon the conclusion of the forbearance period, I would be presented with various options that would similarly not adversely affect my credit.
To my dismay, I recently discovered that following the forbearance period, during the subsequent step of a loan modification, there exists a trial period during which Shellpoint Mortgage Servicing reports the account as late, despite my consistent adherence to the payment plan they instructed me to follow. This revelation came to light two months ago, a staggering seven months after the commencement of this process, when I reviewed my credit report and was appalled to find a late remark attributed to this period.
This situation has left me profoundly frustrated and disheartened. Maintaining a good credit history has always been a priority for me, and aside from this instance, there are no other adverse factors impacting my creditworthiness. I feel deceived and misled into making a decision that has had an unintended and detrimental effect on my financial standing. I placed my trust in Shellpoint Mortgage Servicing as a reputable financial institution, believing they would provide me with sound guidance to navigate this challenging period. Regrettably, the current outcome paints a starkly different picture.
Despite my earnest efforts to rectify this matter, Shellpoint Mortgage Servicing has been unresponsive, and any correspondence received merely reiterates their stance that the situation unfolded as anticipated. This is in spite of the fact that my account remains in good standing, and I have consistently adhered to the agreed-upon payment schedule. It is disheartening to witness a lack of empathy and assistance from an institution that played an instrumental role in guiding me towards this course of action.
I am reaching out to your esteemed organization in the hope that you can assist in rectifying this situation and, potentially, implementing safeguards to prevent others from falling victim to a similar circumstance. It is my sincere belief that financial institutions should act in the best interests of their clients, particularly when it pertains to federally mandated programs designed to provide relief during challenging times.
I humbly request your intervention to help me navigate through this challenging situation and find a resolution that is fair and just. I trust in your commitment to consumer protection and hope that your involvement will lead to a positive outcome.
Thank you for your attention to this matter. I look forward to your prompt response.
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| 01/07/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Settlement process and costs
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Web |
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On or about XXXX XXXX, XXXX, I had damage to my home from hurrican XXXX. I submitted my claim and my Insurance company, XXXX, paid out {$64000.00}. The check came out in my name and Shellpoint Mortgage Co. I called Shellpoint and they stated they will send me forms to fill out. After filling out the forms and signing the check, Shellpoint told me to mail it in. I asked can I send it certified or by XXXX? She stated no because they do n't do that anymore. ( paper trail ) I felt uneasy about that amount being sent in but felt even more suspicious when they told me that they charge fees for Inspections, if I do the work myself, they want me to do a material list with prices, they do n't reimburse for labor, if I do upgrades or do more than what is on Insurance Estimate or my material list, it wo n't be reimbursed. WOW! I told her that I planned on doing the work myself because I built the house myself and I could bring the value up much higher on the property but if they do n't pay what the Insurance company pays what happens to the extra money from the insurance company. She states that after all the fees from them, what ever is left will be applied to my principle or they give it back to the insurance company. THIS SERVICING COMPANY IS VERY SHADY! I called the NC Attorney General 's office and they agreed. They ask me to send in a complaint and I did. ( No Answer yet. ) So far we have spent out of pocket over {$30000.00} for new HVAC Units, Plumbing, Electrical, Framing, Roof, Windows, Doors, Engineer, Labor, and Trash removal. We are at a standstill as of now and have to be finished and moved back in by the end of XXXX XXXX. After all this I have tried to find out the owner of the Deed. XXXX says XXXX XXXX XXXX, XXXX says XXXX owns it, XXXX says Shellpoint Services it but XXXX owns it. Everyone is passing the buck. I ca n't keep going like this. We need to finish the house because our insurance company is not going to let us keep renting after the end of XXXX XXXX. I did call back to Shellpoint because if I misunderstood something I wanted to double check. The lady there stated everything just like before except after I told her I contacted the Attorney Generals Office she stated that they would waive my so called fees. I then told her that Shellpoint was in breach of contract. She stated that the claim was their loss, not mine. She also stated to nip this in the bud- I was not allowed to do the work myself because I was not a XXXX. I told her XXXX and will fix it myself and if they wanted to stop me, they know where I 'm at. My deed states everything. Oh and when you sign the paperwork and send it in with the check, you have to sign a lien waiver before getting any funds. My deed states clearly what and how it should be done. Not to mention other issues like, monthly statements not being sent to me or applying my payments correctly. Borrowed {$230000.00} over 11 years ago and my balance is at {$210000.00} as of last month.
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| 02/07/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I received a hello letter from ShellPoint mortgage, who began servicing my loan. On XX/XX/XXXX, I made the initial mortgage payment, consisting of principal and interest. My monthly mortgage payments are current, and I pay my own property taxes. The problems started on XX/XX/XXXX, when ShellPoint mortgage set up an annual tax escrow account for tax year XX/XX/XXXX. On XX/XX/XXXX, I notified ShellPoint mortgage that my XX/XX/XXXX property taxes would be fully paid by year- end XX/XX/XXXX, and that my taxes have never been subject to an escrow account. ( There were no overdue taxes on account. I have owned my property for decades ). On XX/XX/XXXX, I prepaid the remaining amounts owed on my XX/XX/XXXX property taxes. Effective XX/XX/XXXX, I owed {$0.00} dollars for XX/XX/XXXX taxes. On XX/XX/XXXX, I notified the managing director of servicing, XXXX XXXX, that my XX/XX/XXXX taxes were paid in full, and that no tax payments were owed for the next thirty -days, or anytime soon ; in my area, XX/XX/XXXX tax assessments are not scheduled to be issued until early summer of XX/XX/XXXX. XXXX XXXX requested proof of payments, and provided me with an email address. On XX/XX/XXXX, I sent in the proof of payments as directed, and the following day received confirmation of email receipt ( s ). Nonetheless, on XX/XX/XXXX, I received a threatening letter from the Loss Mitigation Department at ShellPoint mortgage, who falsely claims past due amounts owed, ( which, includes a late payment fee for my XX/XX/XXXX monthly payment, which was timely made ), and threats to call in my loan.
On XX/XX/XXXX, I spoke with the servicing department at ShellPoint mortgage, who apparently lacks the necessary power to make adjustments on accounts.
On XX/XX/XXXX, I sent ShellPoint mortgage a detailed letter, and re-submitted proof of property tax payments for XX/XX/XXXX, ( via email, fax, and express mail ), and also sent a copy of the delivery receipt for the XX/XX/XXXX, mortgage payment.
In my letter of XX/XX/XXXX, I requested the following from ShellPoint mortgage : To be removed from their escrow system, ( no property taxes are due forXX/XX/XXXX, or within the next thirty ( 30 ) days, or anytime soon ) ; that ShellPoint mortgage make all necessary corrections to my account ( ShellPoint mortgage is owed no money ) ; the return of an overpayment made by me on XX/XX/XXXX, for {$460.00} dollars. An error in the ShellPoint mortgage telephone electronic system caused an overpayment on account, which has not been credited or returned. Instead ShellPoint mortgage used the money to fund the alleged escrow account for XX/XX/XXXXpayments, even though full payment has been made. I request that loss mitigation cease and desist from sending harassing and intimidating mail. To date, ShellPoint mortgage has opted to ignore the facts, and the submitted proofs, showing no payments owed on accounts. I request your assistance in this matter. Thank you.
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| 04/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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This loan was with XXXX started in XXXX. Apparently they sold it to NEWREZ at the first of this year. The escrow account you Received from XXXX XXXX is not correct. Please look at the findings FINAL ESCROW ACCOUNT DISCLOSURE STATEMENT XX/XX/XXXX from XXXX Balance sent to you is XXXX Correct amount I pay each month is XXXX into escrow no payment due till XX/XX/XXXX for insurance of XXXX then taxes in XXXX of XXXX at XXXX with starting bal of over a thousand you will have to much money.
XXXX XXXX did a ANNUAL ESCROW Account disclosure STATEMENT. ON XX/XX/XXXX. Incorrectly stating the escrow account was XXXX deficient. On this report on the back or second page is a rundown of the amounts held and due. Section 5. Please note the amount of XXXX XXXX as hazard ins was deducted from the total actual balance. YET this amount is labeled XXXX which is estimated future payment.
So in effect a estimated future payment was deducted from the actual balance of the escrow account. This amount is not due until XXXX of XXXX. This error caused lots of time and confusion. PLEASE adjust and lets get a bi weekly payment schedule in order for the rest of this loan. OR I will pay the tax and insurance yearly myself instead of dealing with this escrow account that has been mismanaged. This was sent to NEWREZ Besides the incorrect escrow findings and amounts needed to be held, Newrez changed the amount of money that was being sent to them through my broker account. I authorized {$1100.00} per month paying principle and interest ( this included a extra {$300.00} per month toward principal ) on the loan and {$350.00} going to Escrow account. NEWREZ changed this amount without my knowledge or permission. New Rez thought because XXXX XXXX told them they needed to increase my escrow account by XXXX to keep it flush, So when they changed the amount without my permission they took the principal + interest + escrow amount and the increase in escrow amount which totaled. XXXX. XXXX XXXX XXXX. the {$300.00} I asked to put toward my principle was not included. Since the extra {$300.00} has not been put toward the loan XXXX XXXX and XXXX now XXXX I am paying interest on that money I wanted to reduce the loan with.
I have called written e mail New Rez now 8 times over the last 3 weeks. I tried to stop the payments from my account but could only do so. I set it up in the XXXX XXXX account on line not through my bank account as that is where it came from.It is impossible to talk with them I am hoping if you can contact them and let them know I feel a incorrect accounting has occurred and I would like it straighten out.
thank you I resorted to taking the money out of my account so they could not longer take it.I In fact they stated it was not due until XX/XX/XXXX but tried to take the money on XX/XX/XXXX. It was returned NSF which was the only way I could stop them from taking money. I have great credit and would like to keep it that way. Help!!
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| 05/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have been trying to fix our Property Mortgage Insurance payment since XXXX, XXXX with Shellpoint. Shellpoint took over the servicing our loan in XXXX, XXXX and when they did, they increased our Property Mortgage Insurance ( PMI ) monthly payment from our escrow account WITHOUT notice or a new escrow statement. When we finally received our escrow statement, that also had the INCREASED amount. We contacted them several times asking for an explanation of this increase when during all of the 10 years we have been paying down our mortgage, it has ALWAYS decreased. I even went as far as to contact XXXX XXXX to find out what our monthly payment should be. Unfortunately, they could not provide that information since we do not hold the contract with them. The XXXX XXXX rep was able to tell me that our PMI should DECREASE since our amortization schedule decreases unless there is something like a refinance that could change the amortization schedule. We have not refinanced on our home since XXXX nor have we done anything to our mortgage terms that would affect our amortization schedule to cause this change. We filed a complaint with CFPB on XX/XX/XXXX regarding this matter and requesting that we receive a new escrow analysis. The resolution from our prior complaint by Shellpoint was that they dropped the increased amount back down to what we had been paying from XXXX, XXXX - XXXX, XXXX and provided us with a new escrow analysis. HOWEVER, they still have not provided an explanation as to why the payment is NOT reduced for XXXX, XXXX - XXXX, XXXX. We will be paying the EXACT same amount for 2 years now. WHY? We sent an email on XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX ( see file " 1_Shellpoint Escalations Email Attempts ... '' ). The emails also included very detailed attachments ( see files " A_Shellpoint Still Questionable .... '', " B_Shellpoint_Loan_History .... '', " C_Bauer_PMI_Payment .... '', and " D_Shellpoint_Loan_History ... '' ). Shellpoint sent an auto reply acknowledging receipt of all 3 emails but we had not heard anything until we received 2 acknowledgment letters on XX/XX/XXXX and a request for an extension on XX/XX/XXXX ( see file " 2_Shellpoint Automatic reply .... '', " 3_Shellpoint_Mailed_Response_Ackowledgement Letters '' and " 4_USPS informed Delivery Daily Digest .... '' ). Our PMI should decrease like it has since our refinance in XXXX. Our amortization schedule has decreased. Even according to Shellpoints own payment history they have sent to us several times shows that our PMI monthly payment has DECREASED each and every year except for this year from XXXX, XXXX - XXXX, XXXX where we are paying the EXACT same amount that we had paid from XXXX, XXXX - XXXX, XXXX. Shellpoint has acknowledged receipt of our inquiries but they continue to delay with any sort of answer. This is NOT a complicated matter and their is NO reason that the investigation should be taking almost 3 months to figure out.
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| 12/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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1. The Filed Complaint.XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX They D'ont Have Legal Title XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX and XXXX Mortgage Servicer, Shellpoint Mortgage do not have the right to assign the Mortgage. The XXXX XXXX 's complaint states that it is an Illegal Assignment. Why are they being permitted to foreclose on my home. SEE ATTACHED Filed Complaint XXXX. Predatory & Fraudulent Loan Modification=No Credit for Mortgage Payments for 2 Years!
XXXX XXXX XXXXXXXX offered the XXXX XXXX XXXX and kept the XXXX going for over 2 years! Although the payments were being made, my account did not receive credit. As per their Bank Register, the payments were posted as MISC Postings and did not post to my actual account. They treated it as some type of suspense because my principal balance did not move XXXX XXXX. SEE XXXX XXXX XXXX XXXXXXXX XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX {$150000.00} to Mortgage XXXX XXXX XXXX XXXX XXXX my mortgage payments and did not give me credit for them. They added over {$150000.00} to my mortgage balance and denied my loan modification. I truly believed that because I was XXXX, they proceeded to commit the crime and denied my loan. They had told me that I may qualify for a principal reduction from the Department of Justice and later said that i didn't qualify. SEE ATTACHED LETTER from XXXX The Bank Representative contacted me after I made my XXXX of 3 months XXXX payments XX/XX/XXXX, XXXX, XX/XX/XXXX of {$2100.00} and told me that they had made a mistake in calculations. At 2 % my payments were suppose to be {$1800.00}. She said that they would credit my next months payment and to pay the difference then continue with making the {$1800.00} payment. The abuse went on for over 2 years! They added the money to my balance as per their letter then XXXX became the mortgage Servicer.
XXXX. XXXX XXXX XXXX XXXX, added to Principal Balance and Created a Deferred Balloon Payment! They completed the XXXX loan modification in 3 months at 2 %. Payments {$1800.00}. SEE ATTACHED Letter from XXXX I purchased my home in XXXX for {$350000.00} and put {$270000.00} down. I refinanced with other lenders. I refinanced with XXXX in XXXX. They went out of Business then I received noticed 2 months later that I would be making my payments to XXXX.
I believe that my mortgage should be canceled. Penalties and damage payments should be made to me because of the fraud, predatory and discriminatory practices. Having been a Realtor for over 25 Years, this was a major default and embarrassment to me and my family. I had to pay a lot of money to fight the foreclosure that was fraudulently trying to include my adjacent lot. I had to file Bankruptcy to stop the foreclosure of this Illegal Mortgage and further damage my credit. The gross mortgage balance being reported on my credit report since XXXX was pure evil. Something most be done.
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| 03/22/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
Older American |
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XXXX XXXX, XXXX XXXX XXXX XXXX ( XXXX ) XXXX - XXXX To : CFPB On XXXX/XXXX/XXXX my father XXXX due to a XXXX and my mother was the executive of his state. A few months later I was place on the loan for the mortgage and the deed was registered under my name and my mother 's name and also the house with was already XXXX dollars in late fees. I reach out to XXXX to start the loan modification because of financial hardship. A few months later XXXX sold the loan to XXXX ( XXXX ) XXXX ACCT # XXXX. XXXX sent me a packet witch, include a hardship form to fill out and send back to them. I sent all my financial information including my mom 's financial information we had to fill a XXXX form at least 3 to 5 times, I send them the copy of the deed and a copy of the lease agreement twice. Every other month I fax them my paystubs my bank statements Witch seem to lose or misplace every time. They never contacted me I 'm the one always calling everyday trying to get an update and every time I call my loan is always in review and an a few days later they say that my loan was denied because I did n't send them the paper work in a timely manner. They always request the same information throughout the loan modification process. Even if I had already sent them all the paper work they require. I reach out the XXXX on an everyday basis to find out if am missing any paper work do they need any paper work they say no and a day later they say your application is denied because you did n't send the proper paper work, than I have to start the process all over again. Threw the months I reach out to XXXX they say my account is in review and they ask to send paystubs and bank statements witch I always oblige and send the next day. The final straw came On XXXX/XXXX/XXXX I reach out to XXXX to check the status of my loan they say it 's still in review and they inform me on XXXX/XXXX/XXXX my loan will be service by Shell Point XXXX. When I reach out to Shell Point on XXXX XXXX they told me that it will take 15 days for my paper work to be transfer from XXXX. When I call Shell Point a few days later they told me that this investor does not do Loan Modifications and I would have to make the past due balance, Pay the loan completely or do a short sale and if not my house will be in foreclosure. One thing I do n't understand is that I told XXXX from XXXX ( Ext. XXXX ) that I was getting statements, he told me not to worry about it because the account is on hold. If the account was on hold why is Shell Point Financial inform me that the account is delinquent and I have to pay XXXX dollars to restore the loan. My soul purpose for going through this hard ache is to stay in my home because this home is the only thing I have to remind me of my father and he work too hard to purchase this home and for it to be lost. At this time I 'm trying to see if I can refinance my house with another company or to see if I can pay the late charges with a loan.
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| 10/13/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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This is a complaint against Newrez/Shellpoint for their deceitful and predatory practices with an intent to delay, deceive, misrepresent and provide no timely resolutions.
Newrez/Shellpoint provided a three ( 3 ) months forbearance from XXXX. Prior to the due date of XX/XX/XXXX, I attempted to reach Newrez/Shellpoint multiple times to discuss available options including payment deferment because I was able to resume my monthly payments as of XX/XX/XXXX but unable to pay close to {$14000.00} all at once.
Despite of my numerous attempts to timely resolve, Newrez/Shellpoint never responded to my numerous calls prior to the due date of XX/XX/XXXX with an explanation that the assigned point of contact XXXX XXXX can not call back and is unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ) Only after I emailed XXXX XXXX stating that I would lodge a complaint with DFS ( my prior requests before the due date all ignored and as I also submitted a questionnaire through the portal and emailed the mitigation team through the secure dashboard on my account for Shellpoint and as I received a message that I would be contacted but I had not been once called back until after the deadline of XX/XX/XXXX had passed ), I received a response with a pre-approval dated XX/XX/XXXX.
The said pre-approval email dated XX/XX/XXXX stated that my balance that had been accumulated during the forbearance would be placed at the back of the loan inclusive of the XXXX payment and contingent on the escrow shortage payments projections.
However, Newrez/Shellpoint never intended to resolve as I was told to withhold my XX/XX/XXXX payment because Newrez/Shellpoint misrepresented that it would be applied to the back of the loan and that the amount of payment would change slightly from my regular {$3700.00} to around {$3700.00} subject to final approval.
On XXXX XXXX, 12 days past the deadline, I received an urgent call that Newrez/Shellpoint can no longer process the payment deferment and would not allow me to resume my monthly payments because you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship which was known to Newrez/Shellpoint as an event that occurred a year and a half ago and known to Newrez/Shellpoint before providing a pre- approval dated XX/XX/XXXX which was contingent on the escrow disbursement payments.
Because of Newrez/Shellpoint intentional tactics of not discussing any options before the due date ( after coming out of a 90 day forbearance ), ignoring calls and based on Shellpoint intentional acts inclusive of unable to make an outbound calls for some reason prior to the due date of XX/XX/XXXX and a delay known to Shellpoint to be deceitful as they now claim that the account is close to 120 days in default with an imminent foreclosure.
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| 01/29/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan modification,collection,foreclosure
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Web |
Older American |
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I 've been dealing with Shellpoint Mortgage Servicing since they bought my Equity loan from XXXX in XX/XX/XXXX. I 've been trying since XX/XX/XXXX to get Shellpoint to work with me. They just keep sending me a standard form letter saying the principal balance is due ( {$33000.00} ). I 've been trying to find ways to pay off this loan. I completed Shellpoints ' Uniform Borrower Assistance Form and sent along financial documentation ( annuity statement, XXXX & XXXX taxes, 2 bank statements, hardship letter ) to obtain a repayment plan. I also informed Shellpoint that I am retired and on a set monthly annuity and I could make payments of {$400.00} a month. Or, if I pay the minimum on my credit card I could pay {$700.00} a month. Faxed on XX/XX/XXXX and I also mailed the same documents I called the Shellpoint contact I have XXXX to see if he received the Fax, got Voice mail. Called again on the XXXX, XXXX of XXXX, voice mail. He finally returned my call on XX/XX/XXXX. He had not done anything with the documents I had sent, now he needs more current bank and annuity statements, I faxed on the XX/XX/XXXX. I still have not heard if this packet of documents have been reviewed by their underwriting department. So they are not accepting my money and they are not working with me to get this loan paid off. Contacted XXXX who has my current mortgage and asked them about refinancing my current mortgage to roll in this loan. They said if I refinanced it would up my interest rate and as that is not beneficial to me they would n't do it. Applied for refinance with XXXX. Everything was going smoothly until XXXX called Shellpoint a 2nd time for a Payoff amount and Shellpoint told them I was late. So then I did n't qualify for the FHA loan anymore and XXXX wanted to switch it to a conventional with {$9000.00} in closing fees. Applied and was approved for a personal loan with XXXX for $ XXXX and I called Shellpoint to offer this cash to close the account. No response from Shellpoint to the $ XXXX cash pay off. In fact, I have n't heard a word from them. No phone calls or anything. I got approval for a personal loan through XXXX Loan for the {$33000.00} which would cover the principal balance of {$33000.00}. XXXX Loan wired the money to Shellpoint on the XX/XX/XXXX. Shellpoint returned it on the XX/XX/XXXX with no explanation. I ca n't seem to get anybody at Shellpoint to help. I have n't been able to get a number for the billing department to find out why they returned the {$33000.00}. Shellpoint also returned the payments I sent for XXXX ( {$350.00} ) & XXXX ( {$300.00} ). By not working with me on getting a prepayment plan and then returning money I 've sent in a good faith effort to pay off this debt. This kind of customer service should be illegal. I 've lived in this home 26 years and I am fearful that Shellpoint will foreclose on my home for the principal balance of {$33000.00} even though I 've tried to pay them.
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| 03/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Newrez states that the law mandates the escrow of flood insurance.
I don't understand that claim. If I pay the flood insurance and Newrez never gets an invoice, what gives them the right to my money hold it and use it to invest and make profit on MY money and keep it for themselves.
I researched the law that was cited in the letter. I found an exemption that I believe I qualify for and sent it to Newrez. I have not heard back from Newrez. Nothing has changed in my payment. I believe Newrez is ignoring the exception I found in the law in order to hold my funds.
The BiggertWaters Flood Insurance Reform Act intention is to protect the lender 's investment by providing a vehicle to assure a property, used as collateral, is protected.
When a borrower pays the FLOOD INSURANCE, Newrez does not receive an invoice, which would be like Newrez receiving an invoice for {$0.00}. An escrow for {$0.00} would be {$0.00}. However, Newrez appears to be abusing the intention of the law by picking and choosing excerpts of the act and OVER-ESTIMATING the next year 's flood insurance, thus manipulating the BiggertWaters Flood Insurance Reform Act in order to use the borrower 's money to invest and profit from it. Newrez can reap profits and keep it all to themselves.
MY policy is a XXXX Direct policy that meets 339.5 2.iii.A. I am the exception.
NEWrez should not be taking out escrow for my flood insurance.
The following is " escrow requirement '' : 339.5 Escrow requirement.
( a ) In general - ( 1 ) Applicability. Except as provided in paragraphs ( a ) ( 2 ) or ( c ) of this section, an FDIC-supervised institution, or a servicer acting on its behalf, shall require the escrow of all premiums and fees for any flood insurance required under 339.3 ( a ) for any designated loan secured by residential improved real estate or a mobile home that is made, increased, extended, or renewed on or after XX/XX/2016, payable with the same frequency as payments on the designated loan are required to be made for the duration of the loan.
( 2 ) Exceptions. Paragraph ( a ) ( 1 ) of this section does not apply if : ( i ) The loan is an extension of credit primarily for business, commercial, or agricultural purposes ; ( ii ) The loan is in a subordinate position to a senior lien secured by the same residential improved real estate or mobile home for which the borrower has obtained flood insurance coverage that meets the requirements of 339.3 ( a ) ; ( iii ) Flood insurance coverage for the residential improved real estate or mobile home is provided by a policy that : ( A ) Meets the requirements of 339.3 ( a ) ; ( B ) Is provided by a condominium association, cooperative, homeowners association, or other applicable group ; and ( C ) The premium for which is paid by the condominium association, cooperative, homeowners association, or other applicable group as a common expense ; ( iv ) The loan is a home equity line of credit ;
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| 03/21/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
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I received a loan account ending XXXX & XXXX with XXXX as my direct loan advisor and Lender. XXXX put me into unfair predatory lending that was illegal as no possible way to pay the negative amortizations on XXXX XXXX in XX/XX/XXXX.
By XXXX by mutual agreement with XXXX informed me to not pay, and within the next months called Due by Affirmative Act of Acceleration of the Maturity Date to XX/XX/XXXX. There was never any deceleration of the debt obligation called due. The maturity Date never changed. California Law provides Civil Code 880.020-882.040 and provides the debt obligation is no longer enforceable by any means, nor is the enforcement of the power of sale in the deed of trust. The deed of trust is VOID. Satisfied. Payments were made during XXXX and refused when they were to provide a loan modification under NMS agreement XXXX XXXX XXXX XXXX XXXX closed down in XXXX. By XXXX, Six years after acceleration no litigation no bankruptcy the Accounts all of them were removed " off from my credit '' and Accounts were Closed by XXXX - AND THOSE WERE XXXX BALANCE DUE. NO CREDIT TRANSFERRED. I HAVE PROOF OF THE CREDIT REPORT BEFORE FILING A BANKRUPTCY ON XX/XX/XXXXXXXX
BY XXXX XXXX transferred to Shellpoint Mtg LLC and later turned to NEW REZ LLC - The IRS Form from XXXX had no outstanding balance due. NEW REZ LLC hires Attorneys to make up the law to AID and state that the lien and debt is owed and forced me to file Bankruptcy and presold by mock auction opened up " Escrow '' on XX/XX/XXXX by a well known " investor '' buyer. And Shellpoint is making up FALSE DEBT that is not owed.
More than FIFTEEN YEARS since the last due date recorded indebtedness XX/XX/XXXX. No Litigation ever but for short total of 1.3 Months of Bankrutpcy after the debt was no longer enforceable. NEW REZ LLC hires out of state attorney 's to make false debt claims. My Identity has been the link to create their fake debt claim and I have called the FBI/FTC and will update to the IRS and OIG of the Social Security XXXX They are now claiming a new Sale Date of XX/XX/XXXX and have caused me to file ruin and destroyed my life and credit for a FAKE False Misleading phantom debt " False Lien '' Scam to take and steal my equity, my real property using FALSE DEBT using my Identity.
I have recently uncovered the scam since being a victim of Title Theft and this opened up to show me that this is Identity Theft. The entire debt was CLOSED XXXX DUE since XXXX. NEW REZ LLC has made up false debt that is to take over XXXX XXXX with false statements of FAKE FALSE IRS FORMS now using my identity claiming I owe when no legal rights exist. There is no In Rem and No Rights this violates CA Marketable Record Title Act Civil Code 880.020-882.040 and no preservation of any interest recorded. More than Ten years, More than 15 years since last Due recorded ascertainable. I am harassed by fake debt by Attorney 's hired to AID in GRAND THEFT.
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| 09/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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I sent my mortgage payment through XXXX XXXX on XXXX for {$1200.00}. It was deposited by Newrez on XXXX, and I can see the endorsed check on XXXX. On XXXX I read an email from Newrez sent the night before ( XXXX at XXXX ) that my payment had not been received. After checking with XXXX to be sure the payment had been sent, and deposited, I contacted Newrez through their chat line to ask why the payment had not been applied to my account. I was unable to save the chat since Newrez does not offer a function to download the chat, and I didn't get a screenshot in time. I was asked what address I sent the check to, and what account number was on the check, both of those checked out as correct. I was then asked to provide proof that the payment was sent, and I was able to upload the proof from the bank. However, there is no way to confirm or see what I sent on the account webpage. I got a form email on XXXX confirming that they received my request, but no mention of what the request was. On XXXX I used the chat function again to see if anyone had looked at the proof of payment. The agent on the chat said that they were waiting for proof of payment from me. I told them it was uploaded last week. They said they would check, and after a couple of minutes confirmed that the proof of payment was there, and that they would apply it. I asked if it was being applied to my account, and they said yes, but later said they would be researching the payment and it would take up to 5 days to apply it to my account. They also said a letter confirming that I had uploaded the proof of payment had been mailed to me last week. A letter is a very slow way to handle a late payment. At this point I asked to speak to someone who could take some action on my account, and was told I could not, as payment processors were not customer facing, or something to that effect ( the agent closed the chat before I could take a screen shot. I believe this is intentional on their part. ) I asked to speak to someone with some authority, and was given the customer service number. I called, and finally spoke to someone who was able to look at the proof of payment, was able to tell me that everything on my end was correct, and that Newrez did deposit the check, but that he could not see to which account. I was told this should be resolved by XXXX. Not will be, but should be. They can see that I paid, I fail to see why I need to wait for them to figure out what they did with my payment. They should update my account to show that the mortgage payment due on XXXX was paid, and handle looking for the money on their own time. This is not the first mortgage company that my loan has been sold to, but it is the first to make it so hard to keep a paper trail of what is happening with my account, and it is definitely the first to deposit my payment, but not only not credit it to my account, but make it my problem that they mishandled my payment.
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| 12/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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On XX/XX/2023, I was notified that my home mortgage was sold by XXXX XXXX XXXX to a new company, NewRez. Both XXXX and NewRez sent me emails and mail that said I wouldn't have to do anything, my payments ( which I had authorized to be deducted bi-monthly ) would continue to be automatically processed on the XXXX and XXXX of the month. NewRez said " We are looking forward to being your new mortgage servicer. As a reminder, your loan will officially transfer to us on XX/XX/XXXX, and the auto draft payment arrangements you made with XXXX will transfer to us automatically. Good news, theres no action you need to take. '' XX/XX/XXXX was the last payment that was automatically made to XXXX. NewRez began automatically deducting the same amount bimonthly beginning on XX/XX/XXXX. They then deducted the same amount on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
However, I got an email on XX/XX/XXXX from NewRez saying they had not received my payment for XXXX. I called and told them I had authorized XXXX, that NewRez had represented that that authorization carried over to them, and they had in fact charged me on XX/XX/XXXX and XX/XX/XXXX already. For some reason, they waited until XX/XX/XXXX to automatically charge the second half of the XXXX payment, but that was not my fault as I had no control over their automatic debit process.
They admitted they made a mistake and I expressed concern that it would have a negative impact on my credit score. They claimed it would not because I was within a 60 day window of the transfer of my loan. I said, OK, but also it should not reflect on my credit because it was their error and I was in fact all paid up. They said they were having problems with their bimonthly payment processing, so I asked them to switch me over to a standard once a month payment plan. I expressed concern again that ( a ) they were not handling the automatic deduction properly and then accusing me of paying late and ( b ) they did not seem to be applying my payments to my account. They promised they had figured it out and I would not have any more issues.
Despite that, and despite me changing over to monthly payments because I didn't trust their ability to handle bimonthly payments appropriately, they charged me another bimonthly amount on XX/XX/XXXX ( after I had switched over ) AND they also charged me a full month payment on XX/XX/XXXX. So by XX/XX/XXXX, they had already charged me XXXX the amount I owed for XXXX.
Reviewing my statement, I saw that they had charged me {$5900.00} since the loan switched over in early XXXX, while I had only owed {$3900.00}, so I was overpaid by {$1900.00}, but perversely their records showed I was in arrears and my principal had not been reduced because they had not applied the payments to my account.
Also on the statement they sent me, I saw that I was charged for a " skip trace '' to XXXX, which suggests they did actually ding my credit rating.
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| 12/18/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX, my mortgage was with XXXX XXXX. I had been working with them about my upcoming property tax free status at that time. I am a XXXX XXXX XXXX veteran from the VA and in the state of Maryland, I don't pay property taxes on my home. XX/XX/XXXX, I receive a letter stating that my mortgage was sold to XXXX XXXX XXXX and the turn over of all of my information would take place on XX/XX/XXXX. My property tax free status was complete with the state of Maryland on the XX/XX/XXXX and back dated to the beginning of XX/XX/XXXX. I contacted my new mortgage company on the XX/XX/XXXX and told them the same information that I told XXXX. XXXX 's tax department informed me that they would get in contact with my county to see what the new amount is once the paperwork was complete with Maryland. I told XXXX XXXX the same information that was expected from XXXX. I was told that they were going to open up a case to look into it and it would take approximately 3-4 weeks for my new payment to be updated.
About the XX/XX/XXXX, I call XXXX XXXX to see what the status of everything is so I can make the correct payment. I was told then that they didn't see any record that I ever contacted XXXX XXXX. The representative told me that she would submit all information and I should see a status update within 7 business days. I call back again the XX/XX/XXXX to see where everything is. The representative told me that my claim was still processing. She informed me that I won't need to worry about any fees or anything since I was in a 60 day window reprieve from any late charges.
Monday XX/XX/XXXX, I check my mail and I see several collection letters from XXXX XXXX stating I'm delinquent of payment. I immediately call XXXX XXXX to see what is going on. I was told by the first caller that she didn't see any case open for me and that my mortgage payment changed from XXXX to XXXX. I told her that my normal payment was XXXX and was only temporarily pushed north to make up for some taxes. I inquired about my escrow balance because I intended to make one mortgage payment with my escrow balance since I am property tax free. She informed me that I have a balance of - {$810.00}. They sent off property tax money without even contacting the state to see what it was supposed to me. The representative told me she could submit another claim, but seeing as how the last 2 didn't work, I demanded to speak with someone higher up. I was supposed to be transferred to her supervisor but instead hung up on.
I call back and this time was automatically transferred to the collection agency. I spoke with a gentleman who told me that I have to do their job for them and contact the state again so they can fax or mail over the tax bill for XX/XX/XXXX. He told me that it will take at least 2 weeks after they receive that letter to update my payment and an additional 4-5 weeks after that to receive a refund of my escrow account.
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| 09/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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DISPUTE WITH : - Shellpoint Mortgage Services - NewRez LLC BACKGROUND : My house was purchased at a sale price of {$550000.00}. I put a 10 % down payment ( {$55000.00} ) ; due to the down payment amount being below 20 % I was required to pay for Private Mortgage Insurance ( PMI ). This was in XX/XX/XXXX and I have paid my mortgage on time every month and my account is in good standing. The mortgage was with originally through " XXXX XXXX '' and the collection was handled by " XXXX ''. XXXX filed for bankruptcy and my loan is now being serviced by " Shellpoint Mortgage Servicing ''. The transfer took place mid to late XXXX.
ISSUE : In XX/XX/XXXX while going through various mortgage documents I found a letter sent to me by XXXX which indicated that my mortgage was eligible to cancel PMI with the reasoning being that the original Loan-to-Value ( LTV ) amount was below 80 %. The letter was sent on XX/XX/XXXX. I did not respond at the time since the " Homeowners Protection Act '' states that the lender is required to automatically drop the PMI at the point which the original LTV has reached 78 %. The cancellation amount ( 78 % of {$550000.00} ) is {$420000.00} and was reached on XX/XX/XXXX where the principal amount was {$420000.00}.
The LTV of my loan in XX/XX/XXXX was already around 75 % but I am still charged PMI every month. Confused as to why, I started looking into what I could do to push that along. The original letter I received from XXXX in XX/XX/XXXX said that I have to send a message to start the process. Shellpoint 's website also indicates that for PMI cancellation to take place would also require that I send a message.
The mortgage company owned by Shellpoint that I interface with directly is called NewRez. Using the messaging form on their website on XX/XX/XXXX I sent a message that I wanted the PMI cancelled. Shortly after I received a letter in the mail stating that I have to pay for an appraisal to remove the PMI. I immediately called them and told them that I would not get my house reappraised and that the PMI should have been rermoved automatically ; every customer representative confirmed that the automatic cancellation should have happened last year. They told my that they would investigate the issue and within a 45 day window would give me an answer. It has gone past their self imposed window and they still say that the issue is " pending '' without offering any additional information.
I was told that since I send a message to cancel the PMI that I have to now get an appraisal implying that letting it cancel automatically would have avoided this. The problem is that its almost a year past the point when the PMI should have been automatically cancelled. If I did not message the company then presumably I would be paying PMI indefinitely. I believe Shellpoint Mortgage Servicing to be in violation of the Homeowners Protection Act by refusing to drop the PMI.
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| 08/24/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
Older American |
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I have a HELOC loan. Originally with XXXX XXXX as interest only. sold 3 times from XX/XX/XXXX. each time it was sold i confirmed with new servicer what agent originally told me, that loan was interest only for life of loan. current servicer is XXXX XXXX. Horrible customer service. Sold approximately 7 months ago.
First payment amount incorrectly calculated. called, they said too bad that 's the way it goes and " it will all work out in the end ''. the first payment was {$500.00} above what i owed, i paid, the next month it was credited. I HAVE NEVER MISSED A PAYMENT OR BEEN LATE EVER WITH ANY SERVICER, INCLUDING THIS ONE. Payment due date on XX/XX/XXXX of the month.
Next several monthly statements all have 3 figures on them, " Principal balance '', " credit limit '' and " previous balance ''. none of those figures make sense, as have all changed and appears balance which interest is being calculated on is going up, not down. Payment interest only was around {$1100.00}. always paid that. XX/XX/XXXX went up to XXXX called and tried to understand but little help. Paid it.
Called to find out XX/XX/XXXX payment and told it was now {$3000.00}, up a total of {$1900.00} additional in 2 months. Started calling on XX/XX/XXXX re problem. No help, rude people. Talked with XXXX on XX/XX/XXXX. Talked with XXXX XX/XX/XXXX. another call XX/XX/XXXX. Talked with XXXX XXXX XX/XX/XXXX. XXXX XX/XX/XXXX. XXXX XXXX XX/XX/XXXX. Told her XXXX XXXX had called me, i talked with her, she agreed there was something wrong but was leaving that day for vacation of 2 weeks and was turning over to XXXX XXXX (? ) to do a spreadsheet on what was happening and he would contact me. NO RESPONSE at all.
Told her NOT TO SEND ME TO XXXX 's VM as i knew she was on vacation. She put me on hold and next thing was XXXX 's VM even though i had told her.
Called back and asked for XXXX. Was told by XXXX XXXX ( really nice woman finally ) that i knew he worked in the evening but had been 5 days since XXXX referred to him and still no WORD. She gave me name of XXXX 's supervisor, XXXX XXXX, but he was in a meeting. She was going to send him URGENT email as well as put me through to his VM and i left an urgent message.
This company is absolutely horrible to deal with. I believe there calculations from the very beginning may have been wrong, and no one is willing to take on a request for explanation of recalculations of payments or any responsibility as i can see. I hoping for some help from XXXX. I will see. BUT I DO NOT RECOMMEND THIS SERVICING COMPANY AT ALL. I intent to also file a complaint with the State of South Carolina where their home office is located, as well as the State of California where i am located.
I can not imagine how many other people are or may be being overcharged on their mortgage payments and no oversight and/or losing their homes to this company where you ca n't get any help. Thank you.
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| 07/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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There are two issues. The first is our PMI that we are no longer supposed to be billed for. Our principal is below 80 %, but Shellpoint Mortgage is still charging us for PMI. We followed the procedures they instructed us to, including setting up and paying for a home appraisal with a company that Shellpoint told us to use. We submitted all the documentation, but Shellpoint had taken several weeks to give us the next steps. We eventually had the appraisal done on XX/XX/XXXX, but we are still being charged PMI. According to the standards that customer service had told me in XXXX, our final PMI payment should have been XXXX. I've asked them several times about this, including, most recently, speaking with XXXX XXXX ( customer service supervisor ) on XX/XX/XXXX, XXXX on XX/XX/XXXX, and XXXX XXXX on XX/XX/XXXX. I have spoken with other customer service people prior to this, but I can't remember who. When I spoke with XXXX on XXXX, it was after not having received a response about this from prior conversations. XXXX told me that she would find the solution and call me by the following Monday ( XXXX ). Today is XX/XX/XXXX, and I still haven't heard from her. I called on XX/XX/XXXX, and XXXX said he'd send an email to XXXX about my folllow-up since she wasn't at work that day. On XX/XX/XXXX, I still hadn't heard, so I call again and XXXX put me on hold so she could speak with XXXX, who told me that she would look into that day and call me right away. It is now XX/XX/XXXX and my next mortgage payment is due, and I've heard nothing. I've told all three customer service people that I want a credit for the extra PMI that I've paid because I will not pay for their inefficient process. I am not obligated to pay PMI, but their ineptitude has forced me to because I don't want a negative mark on my credit report.
My second issue is that Shellpoint has shut me off from seeing my account information. I've called every month for five months to tell them that when I log in, their website displays a screen that reads " processing '', but never shows my information. I don't want to be late with payments, so I pay by phone. However, they are not giving me access to my information, which they are required to do. My first complaint about this was with XXXX several months ago, pre-dating the PMI issue. Since then, I've been told at least four times that an IT ticket would be submitted and that I would be contacted about the solution. Yet, I haven't seen my information for nearly 6 months. In my conversations with XXXX, XXXX, and XXXX, all of them told me that they'd be submitting an IT ticket. Most recently, on XX/XX/XXXX, XXXX told me that she'd submit the ticket and call me back herself within a day or two. That didn't happen either.
My goal, which is reasonable, is for Shellpoint to remove PMI and credit me for PMI that I've overpaid. Additionally, I want immediate access to my account online.
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| 03/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX, NewRez, our mortgage lender sent us an escrow analysis that showed that our homeowner 's insurance/hazard insurance had been paid in XXXX to our insurance provider, XXXX Member 's Insurance. Our insurance policy was set to renew on XX/XX/XXXX and NewRez had the new policy and the correct remit-to address from our insurance carrier, as this was NOT a new policy/new carrier for us.
On XX/XX/XXXX, we received a letter dated XX/XX/XXXX from NewRez that our hazard insurance policy had expired and they did not have evidence that we had obtained new coverage. The letter indicated that they, NewRez, would be forced to obtain insurance for us.
On XX/XX/XXXX, I contacted our insurance provider who then contacted NewRez and found that the payment for our policy had been sent to an incorrect address, although NewRez had the correct address because it was included in both the previous ( XXXX ) and upcoming ( XXXX ) policy information.
During that XX/XX/XXXX conversation, NewRez assured XXXX that they would overnight a check to the correct remit-to address for our hazard insurance renewal period XXXX.
On XX/XX/XXXX I contacted XXXX to see if the check from NewRez had been received and found that it had NOT yet been received. XXXX again tried to contact NewRez to determine the whereabouts of the check and after several calls from XXXX to NewRez ( during one call XXXX was hung up on and during another they were on hold for more than 35 minutes ) XXXX was told that the second check for our hazard insurance had also been sent to the incorrect address.
NewRez ' primary business is debt collection. They branched out into the mortgage industry and purchased our loan in XX/XX/XXXX from DiTech. As soon as the loan was purchased, we were notified that our payment was increasing and back-up of the calculation was provided. Upon examining the calculation, I found that when NewRez calculated our escrow for the XXXX period, they added the cost of our hazard insurance TWICE for the period and the result would be that our escrow would be over-charged for the period XXXX. I called them in XX/XX/XXXX and reviewed the calculation with them and they assured me it was correct ( and that they knew what they were doing ) even though it was clear to me that it was not. On XXXX XXXX they had to issue us a check for {$1200.00}, the over-paid escrow due to the insurance inclusion at twice the rate. Of course, no interest was remitted to us and included in the refund amount.
I don't think that NewRez belongs in the mortgage industry. I am not confident that our escrowed amounts will be remitted properly for either real estate taxes or for insurance. Their customer service is deplorable. They drag their feet if they owe a consumer or another business any amount. As a XXXX, I expect mortgage companies and other lenders to have a certain level of professionalism which NewRez sorely lacks.
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| 11/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our escrow account has been mismanaged : Escrow has been impounded since origination at our convenience. In 2019, we noted that escrow was being impounded at rates significantly in excess of the stated property bills due to supplemental property tax bills that Shellpoint does not handle. We contacted Shellpoint and asked for a refund of the excess in the escrow account so that we could make payment on the account.
Shellpoint was unable to indicate if/when this was possible. We received multiple conflicting statements of balances that would be refunded, none of which reconciled to any amounts.
Additionally, Shellpoint made payment on our earthquake insurance policy, which is not a bill that historically been escrowed/paid for by Shellpoint, as this amount has always been paid out of pocket. This was subsequently refunded by our insurance provider, but put the amount being placed into escrow out of balance. Conversation with customer service indicates that they dont know what bills are supposed to be paid.
We have been unable to track what payments have been made on our behalf. We have spent significant time and effort on the phone, on hold, and with customer service agents who dont know whats happening.
We received multiple sets of conflicting instructions on how to get the escrow requirement removed. Multiple requests were denied for not following proper instructions, despite following instructions exactly as provided each time. Final request to eliminate the escrow requirement were denied.
In response, we are refinancing our loan. Payoff letter generated included the property tax payment due XX/XX/XXXX19 as part of the payoff balance in addition to principal, interest, and fees, despite having over {$20000.00} in the escrow account, and that they would not use the escrow funds to pay. Customer service for Shellpoint ( via conference call with both homeowners ) that if we paid the upcoming tax bill in full and sent them a receipt, they would remove the upcoming tax payment from the payoff amount. Email receipt was emailed to Shellpoint on XX/XX/XXXX19. On XX/XX/XXXX19, Shellpoint sent a payment for the tax bill using funds in the escrow account ; however, that amount has already been paid. Customer service indicated that the tax assessor would refund the amount directly to the homeowner. Call to the tax assessor indicates that they have not received the check and that payment will be refunded to the originator ( Shellpoint. ) Call to Shellpoint is unwilling to put a stop payment on the check.
At all steps along the way, customer service has been rude and unknowledgeable. Representatives have denied that conversations happened, despite the prior calls not being with that specific customer service representative. Requests to escalate to a supervisor or managers are uniformly denied. Representatives have said that they do not accept or acknowledge complaints.
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| 04/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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This is in regards to Forebearance and the global pandemic. And the mortgage company NewRez Mortgage Services, are not helping lenders as encouraged by the Federal Reserve.
On XX/XX/XXXX I was able to get a hold of somebody to start looking at options for the forebearance plan that is to help those effected by the pandemic and to not effect their credit.
I own a duplex that I live in but rent out the other side. My work has been effected by the pandemic when the government ordered all gatherings to be cancelled. Which makes sense for the safety of the public. My concerns are also for the tenants.
While I started the process for the forebearance I was asking for details about the plan. They would not give me a straight answer but that I would be registered for this plan. Again without any real form or details about it.
When pushed they would not confirm how this would not effect my credit and that in this 3 month forebearance plan I would not have to pay any payments. But then would be forced to pay the payment on the 4th month along with the other 3 payments. So a total of 4 payments right away. And if forebearance needed to last longer it can be sorted out at that time.
So the big problem is not working for so long and then suddenly have to pay 4 payments. When I said that would not be possible I was pretty much told that we would be able to talk about it at that point. 3 months later.
Now I would not expect my tenants to be able to pay 4 months of rent suddenly after not working for so long. And all of this goverment stimulus is not making it to them to suddenly be able to. But most importantly what money is going to them should be going to food and supplies to take care of themselves.
I have asked multiple times to have these payments just to be moved to the end of the loan, as on their site described as deferment. And I keep being told that I either have to wait the 3 months or hope the government puts more rules in place on this. Or not take the forebearance.
After being told to wait for more information during the month ( XX/XX/2020 ). I was sent a questionnaire, implying they are just trying to figure out my situation. But before I even get to any sort of options they require me to " Check here to acknowledge '' that I will have to pay all the payments at the end. Or at that time talk about options at that time. But those options no longer even include the deferment offer. " Options may include full reinstatement, a repayment plan, or a loan modification. '' So I feel that I would then be forced to either take that burden on or force it upon them. Assuming I could take that burden. So at this point I am hoping that they will still be able to pay their rent.
I am not a large corporation that owns a lot of property, I own 1 to help me live in the area I work. And I see a lot of other " Mom and Pop '' rental people looking at the same issue.
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| 01/11/2021 |
No |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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This is a followup from a complaint sent to CFPB on XX/XX/2020, # XXXX.
This is still not resolved. It has become a blame game. New Rez/Shellpoint saying it's the mortgage company fault and vise versa. I sent the following email to the person on your resolution letter. I've been trying to resolve the issue directly and I'm still getting a runaround. The phone # on the letter was to a XXXX XXXX but no one seems to be able to contact her. Here 's my updated issue to my original complaint : XXXX, I am referring to you because your name is on the attached letter resolution from Shellpoint as a contact, but I have not been able to reach you at the phone # provided on the letter by CFPB. I can not believe it has been over 3 months that I've gotten a response ( not a resolution ) from CFPB ( Consumer Financial Protection Bureau ) regarding my inability to access my mortgage account ( XXXX ). Initially the issue was the incorrect Social Security # in the system.XX/XX/XXXX claims they sent the correct # over, and Shellpoint claims they received the incorrect #. It appeared as though it is still not fixed internally according to one of the 25 representatives I've spoken with at Shellpoint/New Rezs ' customer service line, when I put my last 4 digits of my SS # it brings my account info up but there's still something wrong.
Since XXXX, I have called at least twice per month, since I'm forcibly stuck with calling in my payment monthly, and it's been the most frustrating experience EVER!. I have had 4 mortgages, done at least 8 refinances in the past 10 years and never have I ever had this confusion with a mortgage company. I've received at least 5 Ticket # 's with each person promising that this time it will be fixed and I'll get an email from the Tech department ( who CAN NOT speak with customers ) ... and I never get the email follow up from them. Each time I call they would say the tech department will wipe out all the information received and I would start from scratch and I should receive an email 2-3 days, in the past 4 months I have received no such email. They've instructed me to try new passwords, new sign on 's, new email addresses and NOTHING works. I have spoken to all of Shellpoint 's representatives by now and they all have transferred me to their TIER 2 department. I have spent hours on phone calls and with now resolution in sight. The errors keep coming back as 'you 're login has already been registered to another account, and when I used a new user ID it would say something like ' can not get on account, try again '. One of the Rep even tried my login information on their computer and got the same response.
I want to pay my mortgage online, MYSELF! not with the assistance of your rep, and I was charged a fee because the Rep took wrong account information down and they sent me a fee. This is too much now! I want my account access fixed immediately ...
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| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My complaint concerns the failure of my loan servicer, NewRez LLC ( " NewRez '' ), to pay my homeowners insurance premium from my escrow account. When I was forced to make the payment to avoid cancellation of the policy, NewRez refused to reimburse me from my escrow account.
On XX/XX/XXXX, I refinanced the mortgage on my condominium located at [ redacted ]. The loan originator was XXXX XXXX XXXX , XXXX.
When I refinanced the loan, I submitted evidence of insurance that I had homeowners insurance with Illinois XXXX XXXX XXXX ( " XXXX '' ). XXXX listed XXXX XXXX XXXX , XXXX as the mortgagee on my policy, and the premium was set up to be paid from my escrow account.
Shortly after I refinanced, my mortgage was sold and NewRez was named the new loan servicer on XX/XX/XXXX. NewRez thereafter took no steps to contact XXXX to update the mortgagee clause on the homeowners insurance policy.
Because NewRez did not notify XXXX that they had acquired the loan, XXXX sent XXXX XXXX XXXX the bill for the renewal premium in XX/XX/XXXX. I advised XXXX on XX/XX/XXXX that NewRez had acquired the loan. The XXXX agent, who is incredibly responsive, attempted to contact NewRez several times over the next month to get information about how to submit the bill for payment and update the mortagee clause, but New Rez did not respond. A copy of my correspondence with XXXX is attached as Exhibit A.
On XX/XX/XXXX, XXXX notified me that it still had not received payment of the premium and that my policy would be cancelled if payment was not received by XX/XX/XXXX. Given NewRez 's complete failure to respond to the XXXX agent on this issue and my difficulties getting NewRez to pay anything out of the escrow on another issue, I had no faith that NewRez would pay the premium by XX/XX/XXXX. I accordingly paid the premium myself on XX/XX/XXXX to avoid cancellation of the policy. A copy of an e-mail confirming that I paid the premium is attached as Exhibit B.
I called NewRez later that day to request reimbursement of the premium payment and seek an explanation as to why NewRez never responded to XXXX ' inquiries. The customer service representative sent me a form for XXXX to submit to update the mortgage information on the policy, but would not agree to reimburse me for my premium payment from my escrow account.
XXXX submitted the form provided by NewRez to update the insurance information on XX/XX/XXXX, but NewRez has not processed it. ( See, Exhibit C ). In subsequent phone calls with NewRez, the representatives tell me that I can not obtain a direct reimbursement of the premium payment from my escrow account. Instead, they say I can only get a reimbursement from XXXX after NewRez pays the premium. NewRez, however, still has not paid the premium, and it will not because the amount due on my XXXX policy is {$0.00}. A copy of my correspondence with NewRez is attached as Exhibit D.
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| 03/08/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX ( 5 days ago ) to XXXX Hello, I am trying to figure out where to start.
Our house was devastated by Hurricane IAN. We finally get the check from the flood insurance carrier.
We endorsed and two day aired it to your home office.
Our line of thinking was we will get the check faster since we have already sent the required paperwork in once by two day air, and on 4 separate occasions via email.
So we wait since no one reached out through email or phone. We called customer service.
The rep told us what they needed ( there were 2 documents that were not signed in the right place, had they told us this 3 months ago we could have sent it. ) We finally get an email stating this : Dear XXXX XXXX : We have received your insurance claim information and have begun to process your file. However, we are missing the following information and are unable to proceed until we receive the item ( s ) checked below. Please provide the missing item ( s ) as soon as possible to allow us to continue processing your claim and disburse funds to allow work to begin.
Adjustor 's report issued from your insurance company.
XXXX - Signed and accepted contractor 's proposal.
Inspection.
Waiver of Lien.
IRS Form W-9 ( when using a third party to complete repairs ).
Endorsement on claim check. XXXX - This is a monitored claim so we need a copy of your contractor 's proposal that has been signed and dated by you before we can release your initial draw ( minus the check you received already ) We called and spoke with a rep, he did not give his name and I would like the call pulled for the FDIC complaint that I submitted.
He said all yeah here it is, it was in the wrong file. He once again assured us that he was sent over to processing.
We waited another two weeks and we called again, the first rep did nothing... nothing.
The second rep apologizes and states that we still need the signed construction contract. I explained to her that it has been sent at least four times. She said it's blank. I said no scroll down to the other attachments she's like oh I found it. I asked for a supervisor and she stated that it does not work that way but one would call me back in 24 hours, that was 48 hours ago and I am still waiting.
Then we are told 10 days to process 5 days to mail it, but she advised me that since it was your company 's error she would have it expedited. I bet you that promise never came to fruition.
We have been without A/C since the hurricane because we are waiting on this money. We need at least {$50000.00} to pay the contractors they are ready to pull out of the deal and then we are stuck waiting on another contractor for another five months.
These are real peoples lives you are playing with just because of either laziness, incompetence or indifference all are inexcusable.
XXXX XXXX XXXX XXXX XXXX Sent from my XXXX XXXX
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| 01/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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my monthly complaint i resived a call from my bank mortgage company and they started to increased since last month they keep claiming. I owed them money they im behind 2 months I asked to tell me when or where but they don't know this lady XXXX where really rude when I asked why she keeps calling my number and leaving so many massages like I was calling her she didn't like it again I asked tell me where is the shortest she said to give her my email I don't have one but my wife does they do have it but she is trying vto get me all worked out this shellpointmorgage company got my account from XXXX XXXX XXXX and following the same lies and different ways to charge for money I don't owned them they keep doing it I been making complamy about this but they keep sending me same papers then when this lady hang up the call I call again to see why this company shellpoint mortgage company to see why they keep saying the same but not proved then I talked to XXXX she told me she is trying to help me ok I said but she said same thing that they will send me all the paper and I will look for where and when I'm late they can't say it but they know I'm late I asked i think if you say I'm late you nave to proved it not yes say you have to find out where is the mount you owned in the past I have send them few different mount but I can't go and send them if they keep changing the mount back again the girls XXXX she made the effort to look a little more and she help me that's XXXX and this month we are in at the beginning XXXX they says I owed them it now kaily say the same thing as XXXX I tell her that with all this complaint I learned that on 2015 when I got my loan modification my payments where XXXX something like that but then after 3 months of the same year XXXX XXXX XXXX increased to more than 1500 I call them but they claimed it was an escrow for what I understood the escrow adjusted every last month of the year they have got more than {$150000.00} dollars added to my loan for escrow insurance and different payments from companies their lawyers court fees all that was included so I was going to start fresh with my loan XXXX told me that she saw in that and that was the issue and since that day I owed them even that every end of the year they adjusted the escrow and insurance how come my monthly payments has increased since that year even that my insurance and taxes where not that high she tell me that's why I have {$900.00} or more in late fees I don't get it this company is owned by XXXX XXXX but they don't take responsibility of that they are d6 taken advantage of people again they wanted to charge for their own mistakes XXXX say it the other company XXXX XXXX XXXX records she see they did screwed me up and she it's ok with it but last time I taro some one on costumers service they say same about XXXX XXXX fault so they keep making mistakes and I'm to blame for
|
| 05/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to the pandemic and financial loss, on XX/XX/XXXX XXXX, I called Shell Point Mortgage @ XXXX XXXX XXXX XXXX XXXX XXXX and spoke with XXXX XXXX, I was approved for a Forbearance covering XXXX, XXXX and XXXX Payments ( XXXX ). On the same date, I received an email confirmation from XXXX XXXX acknowledging the Forbearance was approved and that I would receive a letter within 7 to 10 days.
I have yet to receive the Forbearance Agreement. I emailed XXXX XXXX again on XX/XX/XXXX XXXX asking does Shell Point Mortgage send something in writing. XXXX XXXX advised me, the letter MIGHT HAVE went to my Bankruptcy Attorney and the check with them.
I responded to XXXX XXXX and advised her my BK was over 7 years ago and why would Shell Point Mortgage send my Forbearance Agreement to the attorney I have not seen or utilized in the past 7 years. To release my Forbearance Agreement to anyone other than myself is a violation of my privacy information.
I called Shell Point again on the same date XX/XX/XXXX at XXXX and spoke with a representative, XXXX XXXX , she informed my the only time information is sent to the Bankruptcy Attorney is when there is an active Bankruptcy in play and XXXX incorrectly spoke regarding my Forbearance.
XXXX further explained the conditions of the Forbearance assuring me each payment would be moved to the end of the mortgage and come XXXX XXXX the mortgage would be current. She did request I set up payments for the escrow portion {$480.00} to avoid an escrow shortage. I set up payments to draft my account on XX/XX/XXXX and XX/XX/XXXX. XXXX also advised me she had no idea as to why the Forbearance was not mailed out to me. She told me she would have it emailed to me or mailed again.
Here are my issues 1. I have never been able to make payments online via the website, it states my loan does not qualify. What does this mean? During a pandemic I should have the means to make a payment or at least view my account online versus holding on the telephone for in excess of 30 minutes to reach a representative of Shell Point Mortgage 2. I am unable to access my account at all, using the Shell Point link, https : //www.shellpointmtg.com/mortgage-help the screen continues to flicker.
3. I am entitled to receive the Forbearance Agreement. To date I have not received the information.
Dealing with the Pandemic and financial loss is stressful and scary and Shell Point Mortgage has only added to my fears and anxiety because I NEED to ENSURE my home is protected for the sake of my family.
I am coming to Consumer affairs for the 3rd time to ensure all of my issues are addressed in the response from Shell Point Mortgage.
I DO NOT TRUST this loan servicer based on negative experiences since my loan was serviced released to them.
When will someone step in and take action against this loan servicer, there are so many complaints against them.
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| 05/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was assigned with a point of contact by Shellpoing Mortage / NewreXXXX when I started the Forbearance plan due to the pandemic, and during that time I was given misinformation or no information at all which caused several times to lose my home on a foreclosure, or reported to my credit when I had rights to be on a forbearance like any other customers. The assigned point of contact was never able to be reached over the phone so it was always an email which is also the response time went from a week to several weeks before I can even make important decisions on my mortgage. Many times the response was immediate when I filed a complaint with the CFBP. My basic rights was denied to continue on forbearance when I was out of job struggling to make the payments like any other residents of US. Instead of 10 months timeline they only gave me a 9 months and they still havent answered why they gave me only 10 months, and during this time they sent people through the website I had my home for rental to do an assessment ( it was at the 7th months of being on forbearance, I was never able to get even a single response from the website I posted my property for sale or rent which I believe is intentional to make me lose my home on a foreclosure. During this time I was suggested to apply for a loan modification by a representative so I sent all the information and left out of country for a short visit for an emergency but they never started the loan modification and also the assigned point of contact never worked on my file to have me on loan modification or on a payment plan and repeatedly asked for my income and expenses even after I gave that information more than once. I also requested for a payment plan which added over {$500.00} to my regular monthly payments so I end up selling my property in XXXX to pay off the dues and brought to loan current so that it wont be reported to the credit bureau but until this date they haven't taken me off the payment plan and I am not sure if their intention is to report it to the credit or to delay my next payment to make me pay the late fees or any other reasons that I am not aware of. I spoke to 3 customer service representatives so far and sent 3 emails to remove me from the payment plan as I am not able to make a payment for this month. I was also given wrong information by one of the representatives that I am on a forbearance and I have to make all my payments to make my account current when I explained that I made all my payments 17 days ago.Today is my due date to make a payment without a penalty. I refused to make payment over the phone as I wanted them to make the services available to me like any other customers, and also make my loan current instead of having it as a delinquent status. I would like the Shellpoint Mortgage to explain why they still havent made my loan current even after I paid all the due amount.
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| 07/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I initially became behind on my mortgage payments in early XXXX due to me being a widow. I was assigned to a single point of contact by the name of XXXX XXXX, telephone number XXXX, who submitted an approval for deferment on my loan on XX/XX/XXXX. I initially received the deferment and the payments were pushed out until XXXX. The hardship continued and XXXX assisted me with submitting for a loan modification. We proceeded and I was granted the loan modification in XXXX, for payments to begin in XXXX. There were 3 trial payments which just so happened to be in the middle of the COVID pandemic. Although I was effected by the pandemic, and just getting back on my feet, while making my lender aware of such ( emails sent ) I gathered the funds and made all 3 payments. I was sent a letter stipulating that I was approved for a final loan modification and that the documentation needed to be in by XX/XX/XXXX. I submitted the paperwork, had it signed by a notary and sent in. It was received on XXXX XXXX. Shellpoint offered to send a notary, however, I had already had the documents signed and the notary they offered, called and made me uncomfortable as they identified themselves as Shellpoint directly and not a notary. Later, after calling and emailing several times, I found out that the paperwork, I signed was erroneous on Shellpoint 's mortgage behalf, and needed to be signed again. This was conveyed to me on XX/XX/XXXX, when the payment was due in XXXX and I am effected by the pandemic. I made XXXX XXXX XXXX my single point of contact via our conversation and a follow up email ) aware and he promised to have his supervisor XXXX XXXX call me ( I sent XXXX XXXX several emails as well- 3 to be exact ). XXXX XXXX, nor XXXX XXXX got back to me. I re-signed paperwork, on my own, had that re-sent to Shellpoint Mortgage, and it was received, on XX/XX/XXXX. I was later told by another representative that there was an error with that paperwork due to a mishap on Shellpoint mortgages behalf, again. I have sent emails to XXXX XXXX and XXXX XXXX, again, no response. In the interim, I have received paperwork asking for the loan modification paperwork, which I have sent over twice, and I have also received paperwork stipulating that my home is in default. I was told that this paperwork generates automatically because the loan modification documentation has yet to be registered. Here I am at a stand still and told that I need to sign now a third set of loan modification documents with no explanation as to why, and no one seems to be giving me a call back. When I call, I am told that my single point of contact XXXX XXXX or his supervisor XXXX XXXX needs to correct the situation and after several calls, they too have not called me back. I need answers. This is my home. I have two little ones and it is extremely important to us. Your assistance would be greatly appreciated.
|
| 12/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We kept getting letter from Shellpoint Mortgage about a Streamline Mortifications this started in XX/XX/XXXX the first letter came.
We spoke to the first point of contact XXXX XXXX over a course of 2 months he knew no payments where being made monthly since XX/XX/XXXX.
XXXX XXXX I and customers service left him a messages and emails XXXX XXXX I and customers service left him a messages and emails XXXX XXXX I and customers service left him messages and emails Mr XXXX arranged all the papers and told us to pay our first month mortgage payment XX/XX/XXXX was the first payment XX/XX/XXXX XX/XX/XXXX we did on our XXXX bank account.
We never got a phone call after making the payment so I reached out to Mr XXXX and he never returned my phone call.
On XXXX XXXX I got a letter stating u can not get a Streamline Mortifications.
I kept calling trying to find out what happened to Mr XXXX no answers.
So I asked customer service can I speak to someone else I then got a another point of contact XXXX XXXX She told us the same thing yes we can have a Streamline Mortifications and save your home on XXXX XXXX our first payment is XXXX XXXX XXXX XXXX XX/XX/XXXX I started calling Shellpoint Mortgage because she never reached back out to tell me anything because she told me she was going to call me if something happened that would stop me from getting help.
On XXXX XXXX I was told again no you can not do a Streamline Mortifications but you can do a payment plan But Ms.XXXX was the only point of contact I can get to help me no one else again just like Mr.XXXX XXXX XXXX I and customers service left her a messages and emails to call me back XXXX XXXX I and customers service left her a messages and emails to call me back XXXX XXXX I and customers service left her a messages and emails XXXX XXXX She called me back at XXXX XXXX and told me I can have a payment plan and nothing else but there is no fee and court cost on my account I have to get that amount before making a payment plan available for me.
She said she was looking on the computer for the information but in my account it was not there.
She would call me back on Thursday or Friday because she was moving out of her place to get a new place and would not be at work.
I never heard from her so I called her on Monday XXXX XXXX to found out the fee and court cost so I can do a payment plan Ms XXXX said to me the foreclosure department hire the same attorney to foreclosure on you by XXXX XXXX So you have to pay back everything you owe.
6 Months passed with this mortgage company I pay {$1900.00} a month {$11000.00} made me deeper in collections while they committed Bank Fraud and fraudulent Mortgage tactics and Money Laundering.
This mortgage company prolong my payment on Purpose.
Why would this fraudulent behavior happen for 6 months and still put me in foreclosure.
I need help now I have a XXXX XXXX
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| 05/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I am reluctantly submitting this complaint after making a good-faith effort to resolve this issue. We refinanced our mortgage in XXXX, XXXX. The loan was subsequently sold to an investor ( XXXX XXXX XXXX XXXX ) and Shellpoint Mortgage Servicing became the servicer on the loan. We are required under the terms of the mortgage to escrow for taxes and insurance. That is where I have run into trouble with Shellpoint.
Our annual homeowner 's policy premium of {$7200.00} was due on XX/XX/XXXX. On XX/XX/XXXX, I was startled to learn from my insurance company, XXXX XXXX, that they had not received payment. Since then, I have called Shellpoint on the following dates asking that they resolve this : XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. With the exception of the first call when I was reassured the check had been mailed but there were mail or processing delays, on each call I was reassured that they would reach out to XXXX XXXX and straighten this problem out. Notably, on XXXX I was told the most recently-mailed check would be cancelled, and a new one sent immediately. Presumably, this would have been received by now, but now on XX/XX/XXXX XXXX XXXX says it has not. I do not know what the difficulty is, or where this is going wrong.
In the meantime, I also found an email address online, XXXX, and emailed it on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. I know this is a working email address because each email received an autoreply that my message has been received and follow-up will be pending. These emails have been ignored.
XXXX XXXX, with whom I've had this policy for three years without problems until Shellpoint became my mortgage servicer, tells me that they have attempted to get Shellpoint to send them payment multiple times. XXXX XXXX has has now given up on Shellpoint and is billing me directly. As of XX/XX/XXXX, my policy is severely overdue for payment and a cancellation notice will likely be sent out in the near future.
I have tried to be understanding. These are strange times. Perhaps the initial check got lost in the mail. However, it is inexcusable that after seven weeks, despite constant calls and emails from both me and XXXX XXXX, my escrow company has failed to execute its fiduciary duty to pay my insurance bill on my behalf. My spouse is a XXXX XXXX XXXX and we are at risk of contracting COVID-19. What if we were sick and incapacitated and unable to keep hounding Shellpoint to make this payment, and the insurance on the roof over our head lapsed?
I have had four mortgages in 15 years and never once had to think about, or get involved in in any way, my escrow accounts. Shellpoint has failed to make the very first payment due now that they are newly my servicer. I respectfully ask that the government step in and help ensure that this problem gets resolved expeditiously, as I have lost confidence in Shellpoint.
|
| 06/10/2015 |
Yes |
- Debt collection
- Other (i.e. phone, health club, etc.)
|
- Cont'd attempts collect debt not owed
- Debt was discharged in bankruptcy
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Web |
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In XXXX my spouse and I had to file chapter XXXX bankruptcy due to the economy dropping and me losing my job. This loan that is being reported was attached as a XXXX mortgage in was included in our bankruptcy, we have all documents supporting this. The loan was originally thru XXXX which then later was turned over to Resurgent XXXX in XXXX we still owed them XXXX the bankruptcy courts did file a motion and had this loan stripped/voided officially in XXXX leaving us responsible for the amount chapter XXXX bankruptcy agreed on of XXXX was paid on the principal amount due. It was paid off by the end of our bankruptcy in XXXX XXXX. So in the middle of all this somehow the loan was transferred or sold to New Penn Financial services which kindly removed all false info reported to the credit bureaus and we have been fine with them, but when they sold the loan to Shell Point Mortgage Services. Things went very badly Shell Point who is now unfairly reporting to the credit bureaus saying we are 120 days late, since XXXX XXXX, and our last payment to them was for XXXX in XXXX of XXXX. This is nowhere near correct, we do not know who Shell Point Mortgage Services are, we never sent them any money for anything, we have never dealt with them and the loan was not settled with them! That XXXX mortgage loan was included in our chapter XXXX bankruptcy in XXXX, by XXXX was considered stripped/voided in the bankruptcy and the only way we know it is in fact the same loan is because we matched the acct last XXXX numbers they show on the account to the Resurgent XXXX acct that our loan at the time was being paid back too. This was an original XXXX mortgage loan from back in XXXX XXXX. Shell Point Mortgage Services keeps sending false update payment info to the credit bureaus and they are reporting false information about this acct. We need help. Our hands are tied We have XXXX XXXX Firm helping us get all our credit reports corrected, but Shell Point stays XXXX step ahead of them and keeps changing it, they started doing this to me and my spouse last yr in XXXX and keep falsely sending incorrect information about this dead acct in order to keep hurting our credit. We need them to stop!!! We ca n't do anymore we have proven all our info, and what happened in the bankruptcy to Shell Point, to XXXX XXXX, and to all XXXX credit bureaus we do n't know what else we can do. Please help!!! We ca n't afford to hire an attorney to sue this company for harassing us by unfairly reporting false information and updating it whenever they want with the credit bureaus making it look like a current 120 day late acct, when it is not!!! We have recently discovered XXXX XXXX XXXX, Resurgent XXXX XXXX XXXX, New Penn Financial and Shell Point are all related companies, which in turn makes it to where the loan is still being pursued by the same company included in our chapter XXXX bankruptcy.
|
| 04/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
We are having a nightmare of an experience with Shellpoint mortgage. PLEASE HELP!! Shellpoint Mortgage and XXXX XXXX XXXX are fraudulent and unethical companies/organizations.
Our mortgage was sold from the original bank who we refinanced with to Shellpoint Mortgage in XX/XX/2019. We were not aware of the sale as we received absolutely no documentation of the sale/transfer and we continued to pay our previous mortgage company.
Once we found out the identify of the new mortgage holder, Shellpoint Mortgage c/o XXXX XXXX XXXX, we began making payments to them. We made a payment in XX/XX/2019 ( because they misplaced the one we made to our previous mortgage company so we ended up having to make a double payment in one month ) and then with the payment we made directly to them, they misapplied it to our mortgage account. I called Shellpoint to rectify their misapplication of the direct payment and was told they would apply it correctly. They did finally apply the payment correctly but did so late and therefore we incurred additional interest which they still have not refunded. We should not have to pay the extra interest because of their error.
Also because of their misapplication of the direct payment, they reported us to the credit bureaus as having been 30 days late on our payment. Not only was this incorrect but it also was a violation of the Federal Law as they had only assumed the loan from our previous mortgage company in the same month they reported us to the credit bureaus. We have filed with the credit bureaus to have this resolved and have also asked Shellpoint for a letter stating it was their error and now have been waiting over three months for them to resolve this issue. This is impacting our employment as well as our ability to refinance our mortgage.
Additionally, they still have not found our additional payment we made to our previous mortgage company in XX/XX/2019. That mortgage company took in the payment but it was never applied to Shellpoint. The previous company said this is Shellpoint 's issue and we have requested payment to be applied ( XX/XX/2019 it was requested ) and are still waiting for a resolution. To me this is stealing from their consumer.
Next, we received a letter from Shellpoint that they paid our taxes 5 months late even though all the monies were in our escrow account. This impacts both mine and my husband 's occupations. As a result of their ineptness, in XX/XX/2019, we requested the escrow to be closed and to allow us to pay our own taxes and insurance. This request still has not been acted on and we are still awaiting a decision. This is past the Federal allowance time for them to answer such a request ( 30 days ) thereby violating Federal law to which after my 8 phone calls to them on this issue they admitted to violating the law but still have not resolved. We want our escrow with them closed.
|
| 09/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
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On XX/XX/XXXX I reached out to my current mortgage company ( New Rez ) to look into refinancing my home. I have been receiving multiple letters in the mail, from New Rez, to consider refinancing my home, so I called. I spoke with XXXX XXXX and she started the process with my refinance. She told me that based on her data base, my home was worth $ XXXX and that I would be able to not only have a lower monthly payment, but also get cash out ( XXXX in my pocket ). She repeatedly mentioned that she was " conservative '' with the value amount and that it may be worth more. The next day, XX/XX/XXXX, she called me back to lock in the rate and provided me with details to get my appraisal ordered/paid and started. That was the last time I ever talked to XXXX XXXX again, my loan officer, because she never returned my calls and emails.
I got my appraisal done XX/XX/XXXX. The loan processor, XXXX XXXX contacted me about the loan a few days later and informed me that my house was appraised at $ XXXX and I wouldn't be able to get any cash out and would have to possibly pay small amount at closing still. I got an email from XXXX XXXX from Customer Support informing met me that I needed to provide bank statements that showed I had $ XXXX in my bank to bring to closing. Naturally I was confused and shocked that i would need to bring money to the table considering i was refinancing. I attempted to contact XXXX and no response back. I contacted XXXX as well and she called me back. XXXX mentoned that i was wanting cash out and to pay off debt that I didn't request to be paid off. ( Example : XXXX said that I requested my car loan to be paid off and it's my daughters loan which my daughter is paying off, not me ). XXXX also attempted to reach out to XXXX for me, since I had questions she couldn't answer, however XXXX still did not call back or email me back. The next week I told XXXX that I didn't want to continue with refinance because of how poor the service was and no return call back.
I then contacted New Rez to put in a formal compliant in on XX/XX/XXXX. The took my information and told me that they would have one of the managers contact me back, that day. They mentioned they still had 2 managers in the office and they would call me back. Never heard back. I called back on XX/XX/XXXX and requested a follow up. The individual on the phone apologized for the delay in contact and was going to get a manager on the phone. I requested to speak to someone live and she assured me that I will have someone on the phone. I then was transferred to a voicemail, I left a message and have yet to ever hear back from anyone.
On XX/XX/XXXX decided to reach out to another company to refinance my loan and get away from New Rez. I have owned several homes and I have refinanced in past before. I have never been with a mortgage company that has failed their clients this bad.
|
| 12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Our mortgage is held by Shellpoint Mortgage. Because of Covid 19, my work has been shut down since XX/XX/XXXX. I am furloughed until at least spring or summer of 2021. I have been able to collect unemployment and have found some XXXX work, in the meantime. The mortgage is only in my name. My wife is not listed as a co-borrower. She is self-employed and mostly works part-time. Her work was also greatly impacted due to the pandemic. She is the person who handles the finances and the communication with the mortgage company. We applied for a forbearance at the end of XXXX. Communication with Shellpoint for the following few months was very sparse. We were told near the end of XXXX that it was approved for 30 days and that they would call us on the following XXXX at XXXX to discuss the next 30 days, because they only approve 30 days at a time. They never called. They did eventually email to say they would call at another specific day/time. They did not. A stop payment was placed on our account and we believed that meant we were approved for more time. In late XXXX XXXX they called to ask for a payment in full. We have been trying to work out a solution ever since. In XXXX, we did send them {$120000.00} to cover three months of payments and requested that the outstanding months be deferred to the back end of our loan. We've submitted multiple hardship letters, months of bank statements, explanations of deposits, explanations of our work search, lists of our monthly expenses, etc. They continue to refuse to approve a deferment and claim we have the money to pay in full. We don't. They have made decisions based on old information. We were advised to request again. We did. They continue to deny a deferment. We have requested this three times now. The last time was at the beginning of XXXX. This time we were denied because of a missing bank statement. Our bank changed our savings account statement cycle to be quarterly ( we have no idea why and they couldn't explain that either ) so there was no XXXX statement generated. We submitted a screenshot of that account activity, but Shellpoint would not accept it. Our bank did eventually mail us a statement, but it took over a week and Shellpoint denied our request before we received. it. We've continued to explain that a 12 month repayment plan would create an even greater hardship, because our income is not stable as a result of the pandemic. We do want to resume payments. We've expressed this since XXXX when we sent the check for $ XXXX. They still have a stop payment on our account through all of this and will not allow us to make monthly payments, but they continue to add late fees every month. We went ahead and mailed a payment for XXXX and they returned it because it wasn't enough. They said they will only accept a minimum of two months. What!?!? This has been incredibly frustrating and humiliating.
|
| 03/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
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This is related to my initial complaint # XXXX which CFPB has closed. Shellpoint Mortgage responded with erroneous and inaccurate information. The responding correspondence from Shellpoint dated XX/XX/XXXX is requesting " a signed, dated later explaining the nature of any bank deposits greater than {$1000.00} on your XXXX and XX/XX/XXXX bank statements ''. This request is nothing more than an attempt to delay and to charge additional late fees. I sent to Shellpoint each and every document/bank statement requested and reported all of my income. My bank statements show deposits from the Social Security Administration clearly identified as " SSA Treas XX soc sec '' in the amount of {$1400.00}. I also received a call on XX/XX/XXXX from XXXX at Shellpoint requesting the same information. She had my bank statements in front of her during our conversation. She stated that she saw no unexplained deposits over {$1000.00}. She acknowledged the automatic deposits from Social Security. She apologized for the call and said she did not understand why the underwriter was requesting this information. Again more erroneous and incorrect information wherein Shellpoint lays blame on the investor/underwriter. Additionally, I received a certified letter from Shellpoint dated XX/XX/XXXX ( attached ) stating the same thing that XXXX XXXX informed me of with a phone call ; that a loan modification would increase my monthly payment and my interest rate would remain the same. The letter also states the denial is NOT based on my income. So that resolve is erroneous because my request for a loan modification is based on a reduction in my pension that was approved by the United States Department of the Treasury, so how is that fact of my income reduction disregarded? In my appeal to Shellpoint 's denial, I requested full disclosure on how they determined denial. The only information enclosed in their response was loan history from the origin. The response did not address any disclosure of how it arrived at the denial. Also, the letter refers to a post-modification which I have no knowledge of. I have never received a modification from Shellpoint. The only adjustment Shellpoint made in my account was a reduction in my tax impounds based on an error wherein Shellpoint blames XXXX XXXX XXXX for. I believe the only reason this letter was sent was to satisfy the 45 day response time. Shellpoint did not give full disclosure or answered any of my questions regarding denial of my loan modification. In the phone conversation with XXXX, she also said I was credited the {$170.00} for the unnecessary same-day appraisal that Shellpoint demanded and invaded my privacy. That was false information. I have no credit showing on my XX/XX/XXXX statement for that amount. Shellpoint appears to be making up scenarios as this goes along. In the meantime, they continue to charge me late fees
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| 03/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is the second complaint I am filing against NewRez/XXXX XXXX/Shellpoint Mortgage Company. In XX/XX/XXXX, I received notice from you that the company was in contact with me and resolving the matter ; therefore, you had closed the case. The company did NOT contact me to resolve the matter.
I have an excellent credit rating and pay my mortgage every month without fail. In XX/XX/XXXX, XXXX XXXX transferred my mortgage to this company. From that time on, I have received inaccurate mortgage statements, and the first seven ( months ) listed different amounts owed. I was constantly being charged overages, late charges, etc ; which would then get reversed when I called and complained. The company also mailed my statement late each month. To date, the only thing that has changed is the company mailing me the statement on time. I have been forced to mail each payment as certified mail, with return receipt requested, since XXXX XXXX/Shellpoint has charged my account as late ( later agreeing that it was not late and removing the charge ). I do have names and dates of these conversations.
I had an escrow analysis conducted in XX/XX/XXXX. NewRez/XXXX XXXX/Shellpoint then conducted another this XX/XX/XXXX ( after stating that they would not conduct another for a full year ). My mortgage is now approximately {$130.00} more than last year ; and I am in disagreement with the company 's analysis and handling of my account.
The current issue involves the escrow analysis and subsequent increase in my account. I wrote three ( 3 ) letters to NewRez/XXXX XXXX/Shellpoint since receipt of the new escrow payment demands. XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I sent the letters to several addresses ( as they have several listed ). In my letters, I stated that I was in disagreement with the analysis conducted. I requested information on the procedure for paying my own taxes and insurance. I have received NO response from the company save for continued statements requesting money on this new amount.
Today, XX/XX/XXXX, I spoke with XXXX XXXX from Shellpoint ( they use all three names interchangeably ). She checked my file and saw the letters, stating that they had been listed as " general correspondence ''. She stated that the company does not respond to letters that are " general correspondence '' ; they will only respond to a dispute.
Ms. XXXX suggested I write yet another letter, putting the word " dispute '' under the heading. I will not write yet another letter to this company. They need to respond to my letters, sent with each of the payments made in the past three ( 3 ) months.
I will be happy to provide you with the specificity needed to support my claim. I have looked at other CFPB complaints listed and find that my experience with this company is not unique. I do not understand how they can continue to operate in such an unethical manner.
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| 04/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Shellpoint Partners ( NewRez LLC ) engages in fraud to prevent or delay home mortgage refinancing for mortgages it services. Shellpoint directs, incentivizes, or conspires with its employees to commit fraud using the following tactics : 1. Shellpoint/NewRez refused to communicate with the applicant promptly and honestly about the status of the loan application.
2. Shellpoint/NewRez made multiple requests for documents from the applicant then refused to review the documents in a timely manner. After a period of months, Shellpoint/NewRez requested similar documents. Examples include bank statements, paystubs, and credit reports.
3. Shellpoint/NewRez attempted to terminate loan applications by surreptitiously posting document requests on its web portal and then failing to communicate those requests to the applicant via email/phone or through their employees. When the applicant failed to respond, a postal letter was sent to threaten to terminate the application.
4. Shellpoint/NewRez made piecemeal and last moment document requests hoping to further delay or thwart the borrower.
5. Shellpoint/NewRez used several tiers of handlers to prolong the loan application process. Some tiers include : mortgage consultant, loan processor, customer care.
My home mortgage was serviced by Shellpoint Mortgage Servicing, and I applied for a refinance with their partner company NewRez LLC in XX/XX/XXXX. I was assigned to a mortgage consultant ( XXXX XXXX ) who used several of the tactics listed above to prolong the application process until XX/XX/XXXX. In XX/XX/XXXX, I was assigned to a loan processor ( XXXX XXXX ) who prolonged the process with additional document requests ( including previously requested documents ) and long periods without communication until XX/XX/XXXX. Finally, I was assigned to customer care ( XXXX XXXX ) who posed several more questions, but who then failed to acknowledge receipt of my answers.
In XX/XX/XXXX, I searched XXXX, XXXX, CFPB for mentions of Shellpoint/NewRez and realized that this company was engaged in a scam to prevent refinancing. When confronted by the accusation, the response from Shellpoint/NewRez was to was to assign me another loan processer ( XXXX XXXX ) who immediately began using the tactics above to request updated documents that I had previously sent to the previous loan processor ( XXXX XXXX ).
In conclusion, Shellpoint/NewRez and its employees are committing fraud against refinance applicants. They are systematically prolonging the application process using delay tactics that mostly involve document requests, failure to communicate, and multiple tiers handlers. The practices is so widespread that it is obviously incentivized or promoted by senior leadership at the company. The goal of the fraud is obvious : Shellpoint has nothing to gain by letting its borrowers refinance to lower interest rates.
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| 01/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received an email from my mortgage company on XX/XX/XXXX stating that they had not received payment for my XXXX mortgage. My wife and I confirmed with our bank that payment was made to the mortgage company on XX/XX/XXXX via bill pay in the amount of {$1300.00}. On the evening of XX/XX/XXXX, I sent via email that the payment was processed, the email included the confirmation number. After discussing the matter with representatives from the mortgage company on XX/XX/XXXX and again on XX/XX/XXXX, I also sent proof of payment via fax on XX/XX/XXXX. My phone calls and the documents I sent to my mortgage company initiated an opening of " payment reapplication task ''. On XX/XX/XXXX, I received notification via mail from our mortgage company that our XXXX payment is past due and that we have been charged a late fee of {$43.00}. On XX/XX/XXXX, I received a correspondence from the mortgage company explaining that my request had been reviewed and the following resolution was determined, " Please have homeowner check with their bank to see if the check that was sent has been cashed. We have checked the system and are not able to locate the funds or check '' and the correspondence went on to remind me that my payment was past due. The correspondence included only XXXX attachment, my Loan History Summary, which showed no payment for XXXX. After receiving this message, my wife and I reached out to our bank to confirm that our payment was sent electronically and that the mortgage company had NOT refused payment. We asked for additional proof from our bank and they provided the Payee Routing #, XXXX XXXX #, and File Trace # for the XXXX payment. As suggested by their representative, we passed this information via the Contact Us section of our online account with the mortgage company on XX/XX/XXXX and they sent an email confirming they received our inquiry. On XX/XX/XXXX, I received correspondence through the mail requesting that I contact my mortgage company to discuss options to avoid foreclosure and that a negative report may be sent to a credit reporting agency if I fail to pay. The same day I called the mortgage company for a fifth time since receiving the first email on XX/XX/XXXX. An automatic notification informed me that " the task has been completed '' referring to the payment reapplication task regarding the XX/XX/XXXX payment. The representative I talked with stated that, despite sending in proof from my bank on XXXX separate occasions, they do not have proof of our payment that my wife and are still delinquent on the XXXX mortgage payment. I asked to speak with someone from loan servicing and I was told that the only way to correspond with them would be through email. Feeling our mortgage company had been dismissive of the proof I provided and feeling that my credit is particularly under threat, I decided to submit this complaint.
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| 12/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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re : Shellpoint Mortgage Servicing.
Loan account # XXXX.
I recently refinanced my house in XXXX XXXX After the refi, the mortgage loan was once again sold to a different lender and Shellpoint Mortgage Servicing is my new mortgage servicer starting XXXXXXXX. Before, during and after the refinance process, I have maintained my homeowner hazard insurance policy linked to the above loan # and it has always been up-to-date and active. My current insurance policy coverage period is XXXX to XXXX ( see attachment ). On XXXX, I received a letter from Shellpoint Mortgage Servicing dated XXXX stating " Our records show that your hazard insurance expired and we do not have evidence that you have obtained new coverage. Because hazard insurance is required on your property, we plan to buy insurance for your property. You must pay us for any period during which the insurance we buy is in effect but you do not have insurance. You should immediately provide us with your insurance information '' and to fax, upload or mail my home hazard insurance policy declarations page to XXXX. On page XXXX of the letter, it states " Shellpoint Mortgage Servicing is a debt collector. This letter is an attempt to collect a debt and any information obtained will be used for that purpose. '' ( see attached copy of the letter ) This is an attempt from XXXX to fraudulently collect a debt that is fraudulently created by XXXX based on their false claim that my house is not covered under any hazard insurance but I already have the insurance and it's not expired.
I immediately uploaded the home hazard insurance policy declarations page on the website as instructed in the letter, proving my house is covered under active home hazard insurance.
This is not the first time Shellpoint have tried to scam homeowners and tried to impose extra charges to their loan account by claiming XXXX is buying forced-placed hazard insurance for the property while the homeowners in fact do have active hazard insurance. There have been at least XXXX class action lawsuit in XX/XX/XXXX against Shellpoint Mortgage regarding lender placed insurance. There is at least XXXX open class action lawsuit now against XXXX charges for property insurance even if homeowners already have a policy, which involve cases similar to what happened to me.
I demand Shellpoint Mortgage Servicing immediately update my home hazard insurance info linked to the above loan account # XXXX.
I demand Shellpoint Mortgage Servicing immediately and permanently cancel any charges and fees associated with the forced-placed hazard insurance XXXX purchased fraudulently for loan # XXXX.
I demand Shellpoint Mortgage Servicing, in the future, never to try to scam me again or try to do anything fraudulent related to my loan account or the loan holders in any ways.
Thank you for your time and attention to this matter.
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| 09/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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I suffered hardship due to covid-19 beginning in XXXX of 2020. As well as I was current in XXXX of 2020, therefore met the requirements for a Pandemic forbearance plan. As I became more delinquent I submitted requests for assistance as well as asked about the pendant forbearance plan or some kind of option for Relief and was told there was no relief for me. I have a SPOC, who continued to tell me my only option was to refinance and I would have to come up with 5 to 10 payments to be able to do that or I could have my interest rate raised and my monthly payments raised that's the only way they could help me that's the only modification they could give me. Since then after sending several modification documents and missing documents and complete more documents constantly not being received or being incorrect or any other reason they deemed incomplete or rejected. XXXX XXXX, MY 4TH SPOC, is that person who continually told me I didn't qualify for a forbearance plan. After getting the door notice with no attached documents to send back for any kind of assistance, letter stated they would be attached but were not, I reached out to XXXX XXXX once again. Not only was I able to finally utilize a forbearance plan because sure enough I did qualify. How is it that I didn't qualify when I first suffered my hardship but now all the sudden I do qualify? there's only three four months left if they're going to allow it? Not only has this caused my credit to plummet due to the negative reporting, the late fees and overall stress of losing my home to find out this option everyone else I know used or is using to keep their homes that I had requested multiple times. I wouldn't have experienced these burdens on the forbearance plan if they would have let me use it when I needed it. So no I couldn't refinance anywhere if I if I tried because my accounts delinquent before going into the forbearance that they've been reporting every month the late fees I'm incurring winter adding up every month the assistant options that aren't available for me to reduce my payment on my interest to make my home more affordable these damages I have been detrimental to my financial well-being my mental well-being and there's nothing I can do about it. I feel like this falls under deceptive Lending not to mention the other issues I've had with them some of which are in class action lawsuits. To have programs available but not let your customers utilize them until it's too late so the situation that they're in is too deep so now the only resolution they have is to increase my monthly payment with a modification that will not lower my interest and not extend my mortgage therefore increasing my payment it doesn't seem like that's the type of modification that would provide relief. Once again I feel that some of these are deceptive loan practices or predatory lending.
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| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to : Dispute a letter from Shellpoint Mortgage Servicing stating I had insufficient funds in my checking account to make a scheduled ACH withdrawal payment in the amount of {$820.00} on XX/XX/XXXX. This was the second schedule installment of a three trial period payment plan.
I scheduled my 3 payments with Shellpoint 's ACH withdrawal system on their website. My first payment for XX/XX/XXXX and third payment for XX/XX/XXXX both, in the amount of {$820.00}, successfully cleared Shellpoint Mortgages ACH withdrawal system.
I emailed and spoke to Shellpoint representative on the error that occurred for the 2nd scheduled payment submitted on XX/XX/XXXX for XX/XX/XXXX. I told her that I'm willing to provide proof from my bank account that : I had sufficient funds available for the Payment of {$820.00} No attempt was made from Shellpoint on my account ending in XXXX to withdrawal a payment of {$820.00} that I scheduled on XX/XX/XXXX.
I asked her for the Bank routing and account number that Shellpoint showed setup in their system for processing ACH withdrawals from my account to make the 3 scheduled payments. She said it is my bank account and an account number ending XXXX.
I said, Theres some mistake in Shellpoint 's ACH withdrawal system because my account does not end in XXXX but it ends in XXXX. She said thats not true because shes looking at my information in their system and it shows all of my payments are setup with the account ending in XXXXfrom my checking account. I told her I can send proof showing my correct account number ends in XXXX, and I'm willing to make the payment today to correct the ACH Withdrawal error.
She refused my proof, and offer to make the payment for XXXX. She refused to investigate the ACH withdrawal error from their system showing my account ending in XXXX.
I contacted my bank and asked if they could provide me proof on this ACH withdrawal error that occurred on XX/XX/XXXX. My credit union found evidence that Shellpoint Mortgage attempted to make a withdrawal from the wrong account that ended in XXXX.
I also would like to add that Shellpoint never Called or emailed me about this payment error. However, they sent a letter with incorrect address. When I reviewed the emailed copy of the loan modification letter from Shellpoint, I informed them that this address was not correct and needs to be updated to my correct address. The lettered was dated XX/XX/XXXX, and I did not receive the emailed copy until XX/XX/XXXX. This only gave me 4 days to review the loan modification or any errors and begin making payments.
I paid the Legal advocate team over {$2000.00} to help with the loan modification which started in late XXXX. After my house went in foreclosure in XXXX of XXXX I gave them nearly {$900.00} to help resolved this issue. But as of today they have not done anything.
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| 11/25/2023 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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NewRez LLC XXXX Shellpoint assessed a predatory late fee of {$64.00} as it failed to and continues to fail to comply with FHFA regulations dated XX/XX/2023 and failed to exclude the cumulative cap on disaster payment deferral or a COVID-19 payment deferral when NewRez LLC / Shellpoint is aware that as per FHFA regulations the cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral.
( See attached exhibit A and B ).
Simply stated the prior Covid 19 payment deferments are NOT included in cumulative cap and can NOT be used as a basis for denying the current 3 months deferment request.
NewRez LLC/ Shellpoint does the OPPOSITE. NewRez LLC/Shellpoint uses a prior Covid 19 payment deferment as a basis for denying the current 3 months request.
I have not used any of the FHFA allowed to be deferred 6 months of payments based on XX/XX/XXXX FHFA guidelines.
FHFA regulations specifically exclude prior Covid 19 issued deferments as a basis for which NewRez Shellpoint can deny the current 3 months deferment request.
There is NO CAP that Shellpoint can rely on to to justify their refusal to provide a current payment deferment because cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral.
NewRez LLC/ Shellpoint simply ignore the fact that the previous 21 months Covid -19 deferment as a result of XXXX XXXX XXXXXXXX shut downs which had occured as a result of nationwide disaster and Gov. XXXX executive Orders related to NYC shut downs and shelter in place and Covid 19 deferment can NOT be used as a basis for You have exhausted the maximum amount of allowed deferred payments ; therefore, the loan does not qualify for an additional 3-month deferral due to COVID-19. ( Verbatim from Shellpoints letter dated XX/XX/2023 ).
NewRez LLC / Shellpoint continues to operate in direct violation of federal regulations despite of their full knowledge of the exclusion of the cumulative cap on disaster payment deferral or a COVID-19 payment deferral.
This is a second formal request for NewRez LLC / Shellpoint to further elaborate on to why NewRez LLC / Shellpoint continues to fail to exclude the cumulative cap on disaster payment deferral or a COVID-19 payment deferral when NewRez LLC / Shellpoint is aware that as per FHFA regulations the cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral.
This is equally a formal request for NewRez LLC / Shellpoint to remove a predatory late fee of {$64.00} as NewRez LLC / Shellpoint continues to fail to exclude the cumulative cap on disaster payment deferral or a COVID-19 payment deferral when NewRez LLC / Shellpoint is aware that as per FHFA regulations the cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral.
Encl : FHFA regulations exhibit A and B.
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I took Covid 19 Forbearance program because of the uncertainty and problems that the world was in. I have been trying to get out of the Covid Forbearance since XX/XX/2021. There have been a lot of hoops and limitations on information I have been able to receive. Even though XXXX XXXX very thoroughly spells out the process and information I should be provided in the lending guidelines.
I eventually got talked into going through the Covid Flex Loan Modification process. They sent a few quotes but they were not straight forward on the information that should have been provided according to XXXX XXXX. Eventually to get my answers I was told I would have to complete the trial payments before I could speak with someone on the details of the XXXX XXXX Covid flex modification. I did complete those payments and received the packet for that modification. The problem is that the number 's did not seem correct. They did not clarify those numbers and they should have been based on the guidelines.
Those 3 payments were made in XXXX, XXXX, and XXXX. I received the modification documents in mid XXXX saying to have them signed by the XXXX. On XX/XX/XXXX I reached out to my Shellpoint point of contact to get these numbers explained. I was told I would have to talk to a specific supervisor. But reaching them has been next to impossible. That issue seemed to be that these supervisors would call using an automated computer system and my cell provider flagged them as suspected spam because they would not leave a voicemail. Even when specifically put in the call back request to leave a message and send me an email.
Even when I did talk to a supervisor they needed a different department 's supervisor to explain details about the actual numbers. Which has been impossible to reach.
My point of contact was able to talk to them an email some of those details. But those numbers physically did not add up correct which was the problem I started with. Besides that I have different starting numbers calculated.
And through this whole time they have reporting to the credit agency as if I had not made any payments since XXXX. Which is clearly untrue since they have acknowledged the trial payments but does not appear to have processed them correctly. Now having them report the loan is in modification is one thing but now reporting 3 months in a row that I have essentially not paid anything since covid forbearance started is a very different report.
I have talked to a supervisor about this issue and they did say they would get this sorted out in a few days. That was a month ago.
Because of all the delays I was worried that I should make a payment. My point of contact advised that I make another trial period payment. Which we did on XXXX XXXX.
No updates, no supervisors calling, nothing.
Now I am getting mail saying that I am in default.
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| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I provided a completed XXXX borrowers assistance form on XX/XX/2021. XXXX refused to provide me a covid modification.
This is paragraph is background only. XXXX is going to claim that they addressed this. However, XXXX merely restated they half facts and omissions about the number of conflicting statement amounts ( {$990.00} ) XXXX sent that differed from the modification offer letter ( {$1000.00} ). They never resolved their error. After I made XXXX successful trial medication payments, XXXX refused to provide the modification because I made the trial modification payments on their statement, which differed from the modification letter. I asked for clarification in a timely matter, but XXXX refused to answer for over 60 days when I filed a XXXX complaint. In in the response to CFPB ( over 60 days later ) XXXX said it was confirming that I would not get the modification in that current response because I paid their statement amounts. XXXX violated servicing rule XXXX ( XXXX ) ( XXXX ), XXXX ( XXXX ) ( XXXX ), and XXXX ( g ) ( XXXX ).
As a result, of XXXX refusing to make the modification permanent after their deceptive trade practices and violating CFPB rules, we are at this new complaint.
I am in a covid forbearance because I experienced a hardship as a result of XXXX.
On XX/XX/2021, I submitted another completed application. After several attempts to make it look incomplete, XXXX finally acknowledged they had all my documents. Afterwards I even sent them an additional pay-check stub from my new job. Then, XXXX tried to make it appear as if I had not submitted tax information.
My forbearance ends on XX/XX/2021. XXXX has a loss mitigation review process. But, they are using the same excuse they used above saying that my modification is waiting for supervisor approval instead of completing the process. Then, they deceptively claimed my application was sent for investor approval because I did not provide the requested documents. It is a deceptive trade practice for XXXX to request an unnecessary document asking me to share my personal information with a third party and then attempt to use that document to claim that I did not submit the requested documents. It creates confusion because requested is not the same as required. The modification needs to be in place for XX/XX/2021 so they do not start harassing me for the payments that were not paid during XXXX. If they refuse the modification and know that I can not pay all the back payments, that would pave the way for them to start foreclosure.
Now, XXXX is falsely claiming that I did not send all the requested documents and they are waiting on the investor. Well, I did submitted all the required documents.
I am attaching the long XXXX XXXX showing how long I have been dealing with this.
I am attaching the completed application and all the requested documents.
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| 09/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Paying off the loan
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Web |
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URGENT MATTER - CASE PENDING IN COURT - LITTLE TIME TO ACT BEFORE BANK TAKES UNDUE MONIES UNDER THE CONTRACT.
Parents Passed away 69 days apart XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
House Transfer On Death Deed to me.
Mortgage company would not confirm me as XXXX for 10 months, and 1 month after foreclosure filed.
Fire at property occured XXXX. Partial loss.
House secured and locks changed XXXX at 95 days past due. no foreclosure filed.
Asset Management company people took personal property in excess of XXXX XXXX destroyed other property inside the home. Allowed one cat of 4 to starve to death by locking house up so they could not be cared for.
Insurance funds twice what was owed were submitted to Mortgage Company XX/XX/ With my name on check, but still not Confirmed XXXX
House remediation started by me, Mortgage service took 6 months to pay contractor, no one else would accept the project after word got out. Plus foreclosure filed before contractor paid. contractor declined to continue.
Bank that filed for foreclosure 40 days late on 60 day limit of answering discovery ( 30 allowed, 30 day requested extension ).
Bank has now filed for Motion to Dismiss with Prejudice under the absurd opinion that since the original borrowers passed away, the property was abandoned.
Only taking that position because they say that the Successor does not have the right to enforce the contract under the same Covenant that they are trying to enforce where it says that the Sums secured are to be reduced by and equation provided when FMV of the property is equal or greater than the sums secured.
hence the Bank is trying to take more money than owed from the miscellaneous proceeds in the amount of XXXX XXXXXXXXdepending on what the actual FMV of the property would be determined as, thus leaving me with a partially destroyed home that has been allowed to deteriorate and be robbed, vandalized multiple times by agents of the asset management company.Ultimately, leaving me with a devalued property and no means to remediate it and recoup the additional {$78000.00} from the insurance company that is being held as recoverable depreciation. My lawyer is abandoning the effort after the hearing next week to argue the basis of the dismissal that Borrowers Death does not constitute Abandonment since it is the act of a Natural living person to abandon something, like he is doing to me. I have been unsuccessful in this rural area to find alternate council and if the motion passes then I am sunk. There is more, but the CFPB rule 1024.30 ( d ) allows for the confirmed successor, me, to be treated as the borrower. Furthermore, the Regulation X outlines the steps and timelines for confirmation of the successor, which the servicer clearly did not follow. I have proof to back everything here up. This is NOT A JOKE!!! I need urgent assistance.
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| 12/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Today 's date is XX/XX/2019.
ISSUE - NEWREZ and acquired XXXX 's mortgage loan servicing business.
NEWREZ says, and I quote Welcome, XXXX Homeowners!
The servicing of your mortgage loan will soon transfer to NewRez. We look forward to working with you and were dedicated to providing you with exceptional service. We understand that a servicing transfer can lead to a lot of questions.
To help you through the transfer process, here are several key dates and some answers to common questions : Dates Events XX/XX/2019 The servicing of your mortgage ( collecting your payments, paying your property taxes and homeowners insurance bills, etc. ) transfers from XXXX to NewRez. We can start accepting your payments, but we wont be able to process them for at least 7 days. You will still be credited for the day you make your payment.
XX/XX/XXXX XXXX Well be loading your mortgage information into our computer systems and testing the data for accuracy and completeness. NOTE : During this time, well be able to access only a limited amount of information about your loan.
XX/XX/XXXX Your loan will be fully active on our systems, and well be able to process your payments. Weve also created a set of helpful online tools that can make managing your mortgage simple and easyall you need to do is set up ( register ) your online account.
SO - on XXXX the loan was supposed to be " fully active on our systems ''.
Three days later NEWREZ has no record of my loan - it isn't active in their systems. NEWREZ lied when they claimed it would be on XXXX.
On or about XXXX, XXXX I called NEWREZ only to be informed, by their agent, that, wait for it ...
" THE LOAN IS NOT ACTIVE '' The consequence of which he stated that NO INFORMATION is available and NEWREZ can not process a payment The agent changed the web story above to says that it takes, " about 10 business days ''.
Not what is on their web splash page Well that's not what NEWREZ 's website has published and what customers are counting on AND IN THE MEANTIME XXXX HAS RETURNED MY XXXX MORTGAGE PAYMENT, TRANSMITTED VIA XXXX ACH ON MY BEHALF.
So I SMELL AT RAT NEWREZ has already started down the road to late fees, charges and derogatory credit information.
All NEWREZ seems interested in is initiating a new loan to refi my existing loan.
And guess what? I called NEWREZ and they said they had a better new loan than my 4.25 % loan with 13 years remaining. Fees? Oh they said the fees would be made up with my savings on the new loan. Can you belief this pile of horse feathers?
What a scam!
FINALLY XXXX is the poster child of poor customer service and has numerous anti-consumer consent agreements which bolster this position. They are the other side of this transaction and may well be complicit in this problem.
None the less it is NEWREZ who is the bad actor in this case.
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| 12/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX Shellpoint Mortgaging Services acquired my loan from XXXX XXXX XXXXXXXX. When I had the loan with XXXX XXXX XXXX XXXX XXXX ) there were fees in the amount of {$2300.00} that remained on the loan when my house came out of foreclosure. These fees were added onto the back of the loan and I was told they wouldnt have to be paid until I paid the loan off. I continued to make payments and the {$2300.00} remained on the back of the loan. When Shellpoint took over the mortgage they started trying to make me pay it, instead of leaving it on the back of the loan they started adding it to every bill under past due fees, in addition they also stopped me from paying additional principal online and when I asked why they said it was because I owed past due fees. I have no prepayment penalty so it was established that whenever I sent in a payment over the payment amount that any money over the regular mortgage payment would be credited towards the principal. This worked out fine from XX/XX/XXXX- XX/XX/XXXX. When I sent XXXX payment in the amount of {$1700.00}, it arrived on XX/XX/XXXX instead of applying {$750.00} to the mortgage payment and {$1000.00} to principal. Shellpoint took a payment for XXXX and another payment for XXXX and applied the {$280.00} remaining to the principal. I called them and told them I wasnt making two payments and they needed to reverse the payment they applied to XXXX and apply it to principal. They reversed the payment and applied it to principal on XX/XX/XXXX when it should have been applied effective XX/XX/XXXX when they originally received the payment. I also talked with a supervisor who assured me she was notating my account that amounts over the mortgage payment were to be applied to principal. When the XXXX statement came out I noticed they had an additional bill in the amount of {$2300.00} for the fees that were in the back if the loan due on XX/XX/XXXX. I called them immediately and said that fee was to remain on the back of the loan and I wasnt paying it. Shellpoint told me if I looked at the statement I would see the coming payment for XXXX was {$750.00} and no additional fees would be taken out. On XX/XX/XXXX I called Shellpoint to notify them a large payment in the amount of {$5300.00} was coming and I wanted the XXXX payment for {$750.00} applied and the remaining amount {$4500.00} all applied to the principal balance. The representative said she was notating how the payment on my account was to be applied per my instructions. On XX/XX/XXXX I logged into my account and they applied {$750.00} to the XX/XX/XXXX mortgage payment, applied {$2300.00} to the fee that should remain on the back of the loan, and applied {$1400.00} to principal. That is incorrect and Shellpoint cant make me pay fees in the amount of {$2300.00} now when they go on the back of the loan.
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| 09/08/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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thank you for taking the time to review my complaint. I submitted a complaint prior to this XXXX. The complaint number is XXXX. As I stated in my complaint, I was able to get more information that helped but I have a many problems dealing with Shellpoint, please allow me to explain further.
On XX/XX/XXXX I had an appointment with my housing counselor XXXX XXXX at the XXXX ( XXXX ), we were discussing the issues with my mortgage and that Shellpoint was asking me to complete hardship paperwork. I explained to XXXX XXXX that I do not want to complete the paperwork because I have submitted the paperwork to them before and my income and resources have not changed drastically, also they are asking for too much information, and at this point I just do not trust Shellpoint at all. XXXX XXXX did explain that it is customary for most Lenders or Servicers to have borrowers complete the Hardship Affidavitt. I told her I understood that but I am not completing the application, my issue is more of a complaint than a hardship. We placed a call to Shellpoint and spoke with a Rep by the name of XXXX XXXX at ext. XXXX. I explained that I am aware that I am behind and I would like to get on a repayment plan and also have the automatic payments of XXXX set up on my account cancelled until I get caught up. There was a requirement of a pymt of XXXX to put down but I explained that I did not have the extra XXXX to put down and could the previous pymt of XXXX be used? XXXX XXXX explained that he could not use that payment but did agree to forgo the XXXX and he would call me on the XXXX of XXXX for the XXXX. We set up a repayment of XXXX for XXXX, XXXX and XXXX and XXXX XXXX was supposed to call me back on XXXX XXXX to take the XXXX payment for XXXX. I did not receive the phone nor did Shellpoint cancel the automatic deduction on the account.
The other issue I am having is that the insurance that is on my loans with Shellpoint seem to overlap. The Master policy number is : XXXX. This policy covers loan numbers : XXXX, with effective dates of XXXX and loan XXXX with effective dates of XXXX. As you can see there is an overlap or it appears that there is XXXX policies on only XXXX loans. Please help me in sorting this out. All I want is to get back current on my loans and apply for my own homeowners insurance to get back on track and have the payments back at the modified amounts of XXXX and XXXX. I have attached the home insurance policy information for your review. As far as the conversation on XX/XX/XXXX with XXXX XXXX, my housing counselor documented the conversation. You can reach XXXX XXXX at XXXXXXXXXXXX or XXXX, XXXX. Thank you for taking the time to review my complaint, I look forward to hearing from you soon.
PLEASE NOTE : I will have to fax the policy information, my scanner did not work.
Sincerely, XXXX XXXX.
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| 05/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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In XXXX of XXXX I contracted XXXX XXXX. I am XXXX years old and have a chronic illness so it affected me pretty seriously. At that time, my loan servicer was XXXX and I requested and was approved for a XXXX XXXX XXXX in XX/XX/XXXX. The forbearance was only for XXXX and XX/XX/XXXX. In XXXX I was working with XXXX to repay the XXXX XXXX months through a payment plan. I submitted all requested documentation and was told they were in the " decision '' process. The only communication I received from XXXX after that was to inform me that as of XX/XX/XXXX they were transferring my mortgage servicing to Shellpoint. I was also assured that Shellpoint would be sent all my XXXX paperwork.
I made my first payment to XXXX on XX/XX/XXXX. On XX/XX/XXXX I received a call from a Shellpoint representative telling me I was XXXX months behind on my mortgage and asking how I wanted to fix this. I informed her of the forbearance and she then offered me a XXXX month repayment plan contingent on my making another mortgage payment before XX/XX/XXXX I agreed to this resolution. On XX/XX/XXXX I received another call from another Shellpoint representative asking me the same questions as the previous rep had. I gave him the same info and told him I had already accepted a XXXX month repayment plan offer with Shellpoint at that time he said " Oh yes I see that now. I see what she did. Ok just make sure you make that payment before XX/XX/XXXX. '' I agreed to do so. On XX/XX/XXXX I made the second payment I did not receive a further email, phone call or text message from Shellpoint. XX/XX/XXXX I received a packet by certified mail from Shellpoint telling me I was now in default and had until XX/XX/XXXX to cure it. I called them immediately and spoke to yet another representative who now informed me that my payment plan was not approved because they " don't offer XXXX month payment plans '' I asked her how on earth I would know that if the rep offering it to me obviously didn't know it and that no one had ever contacted me to tell me it had not been approved or to offer me anything else. She apologized and then offered me a XXXX month payment plan I agreed... again. I was told that it typically takes XXXX days for approval. That was on XX/XX/XXXX it is now XX/XX/XXXX and my mortgage is still showing in default.
My understanding of the XXXX XXXX XXXX protection plan was that I could not be forced to pay the whole thing back at once and that the servicer was required to offer options for repayment. I haven't been offered any options that were actually " approved '' and they defaulted me. XXXX and XX/XX/XXXX were XXXX months therefore I believe that I paid XXXX and XXXX and I should not be receiving certified mail threatening me with XXXX. My name is XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ( cell ) XXXX.
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| 06/14/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Please know I take my home responsibility very serious. This is the house that we built. We worked very hard to get it. it Keeps us safe from the storm our safe heaven My mother, my sister, my daughters, my sons, my grandchildren and future. My husband. We cant take it with us but you want take it from us!
My complaint is my mortgage is a fraud, This is the 3rd time Ive asked for Shellpoint to provided me with legal documents that shows Shellpoint Mortgage Servicing has legal rights to service and legal standing to foreclose on my home. A welcome letter is not a legal document.
The XXXX XXXX XXXX website : XXXX XXXX XXXX indicates XXXX XXXX XXXX XXXX as the servicer. MIN : status inactive. Investor : XXXX XXXX XXXX XXXX XXXX XXXX. No mention of Shellpoint Mortgage Servicing at all. An incomplete audit was given, in Shellpoint words " an accounting of funds ''. It is necessary for Shellpoint to provided a full securitization of the loan from the time it closed to the time it entered into Trust. Also a complete XXXX analysis Reports of the entire loan.
I demand Shellpoint Mortgage Servicing to cease and dismiss all action on my home. And furthermore prove in their words " Shellpoint is not the owner of the debt and is servicing the debt pursuant to the loan agreement and applicable law '' By what law does Shellpoint have the authority to service my loan and the legal standing right to threaten foreclose?
For the ones who are working for this Company this is not your fight. These are people homes who have worked hard its been enough people don't want to see us get ahead but than they use you to do the dirty work. we are talking about mothers, fathers, grandparents, children and other relatives. Why are we letting them take for us.
This property have been paid for and the investor have received their share. Shellpoint please provided the full account of the loan. The copy of an The Assignment of Mortgage provided by Shellpoint is also a fraud it consist of robo signing which is illegal especially in a court of law. Name Examples : XXXX XXXX and XXXX XXXX they don't exist. Refer to Website : XXXX XXXX XXXX no seal of acknowledgement was attached to the Assignment. They also filed the paperwork a year after the Notary Commission had expired. It to many variables which cause this loan to be a fraud.
Note on Attached Documents Description of property on pg. 3 of 18 located in XXXX XXXX county. We reside in XXXX XXXX XXXX County Quick Claim Deed. Forged ignatures and why would be both need a quick claim deed if the home is in both XXXX XXXX and XXXX XXXX 2 Different Mortgage Satisfication 1 witness signature. Just to name a few. Keep looking you'll find others to many to list. I warrant and will defend the title to my property against all claims and demand to any encumbrance of demand.
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| 09/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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My mortgage was transferred from XXXX XXXX XXXX to Shellpoint Mortgage in XXXX XXXX. Before it was transferred I was working with XXXX on a loan modification. I had to reapply for a modification when it was transferred to Shellpoint. I submitted a complete application including my social security benefits I receive for my XXXX children. They kept insisting that I have my XXXX minor children sign a contribution letter saying they contribute the social security to the household income. Finally after months of battling with them they finally agreed that minor children can not sign a document like that and accepted my social security as income. In XXXX XXXX, I received a denial letter stating that I had been awarded a loan modification but it was cancelled for failure to make the first payment on time. I immediately called and explained to them that I never received any information regarding a loan modification. They told they had mailed out a package in XXXX XXXX. On XXXX XXXX, XXXX I received a letter dated XXXX XXXX, XXXX stating I had been approved for a modification, but the envelope was postmarked XXXX XXXX, XXXX, so clearly they mailed it after the conversation I had with them. They refused to allow me to make the payment to accept the modification because it was past due date. I immediately reapplied for another modification but this time was quickly denied because my modified payment would be higher than the original payment. I appealed this decision 3 times with documentation from the Making Home Affordable Handbook supporting my appeal. They still denied me stating that my investor would not allow a HAMP Tier 2 or streamlined mortgage. I contacted them again asking for a repayment plan. I was told they were ordering foreclosure fees and costs and would email the repayment plan. Instead they mailed me a foreclosure notice with a foreclosure date. I contacted them regarding this and I was told that my appeal was denied for failure to submit documents and it had nothing to do with the investor. My loan is owned by XXXX XXXX and i asked if I was reviewed for a XXXX XXXX modification. They refused to answer the question but instead repeatedly told me I was denied for failure to submit documents. When i told them I had a letter from them stating I was denied due to investor restrictions they continued to tell me that was not true. They still will not tell me or provide me in writing the exact modifications I was ever reviewed for. At this time I currently have a foreclosure sale date and I have submitted yet another application for a loan modification. After each denial they have never offered a repayment plan or any other foreclosure alternatives even though I have requested them. At this time, I feel that they have not helped me in any way and in fact have led me to the point that I am at.
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| 03/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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We closed on a mortgage for our cabin with XXXX mortgage, in XX/XX/XXXX. We put down 10 %, so the amount of the loan was {$270000.00}, with a value of {$310000.00}. Post closing, the loan was sold to NewRez.
In XXXX of XXXX, I called NewRez to inquire how to go about removing the PMI charge ( XXXX month ) from my account. I was told on the phone that the XXXX had to be lower than 80 %, then PMI would be canceled. In XX/XX/XXXX, I submitted a one-time principal payment of {$28000.00} to bring the XXXX below 80 %.
In XX/XX/XXXX, I noticed that the PMI charge was still on my account. I called back, and was told that I needed to submit a request in writing ( via fax ) to cancel the PMI, which I did.
The company responded to me via a letter in XX/XX/XXXX that stated that I would need to submit a check for {$750.00}, so that they could conduct a valuation of the home to determine that the value has not decreased. I was confused about this, and called to discuss. The customer service rep stated that the PMI would be automatically canceled at 78 %. I was very close to this amount, so I submitted an additional one-time payment of {$500.00} in XX/XX/XXXX.
In XX/XX/XXXX, the PMI balance was still on my monthly statement. I called to ask, and they stated that PMI is only canceled below 78 % based on the ORIGINAL payment terms -- that additional payments do not matter, and I would still need to submit an additional {$750.00} for a property valuation, then they can assess if the PMI can be canceled.
My complaint is that NewRez has been very misleading throughout this process. At least two different call center reps have confirmed that PMI would be canceled if I submit additional principal payments, which I have done. Now I find out that even though I have submitted additional principal, I STILL have to submit an additional {$750.00} for an additional valuation. Given that the initial valuation was done 18 months years ago ( and the homeowners market has only increased! ), this feels like an unnecessary expense that is designed to keep people paying PMI charges. I am very hesitant to pay this charge, since it seems like if I do, there will be another trick around the corner, and then I will be out the PMI charge PLUS {$750.00}.
In addition, in all of these dealings- NewRez is intentionally hard to communicate with. Communications are only over the phone - so there is no record of what they told me. When I needed to submit a request in writing, this had to be done via fax. Who has a fax machine anymore?!? Then they respond via a letter several weeks ( or months! ) later, which is intended to delay this process further. Their refusal to use email to communicate indicates that they are trying to avoid a paper trail on their practices.
Thank you for your attention to this matter.
XXXX XXXX
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| 07/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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My mortgage was initially with XXXX XXXX XXXX XXXX and then sold to XXXX XXXX XXXX XXXX in XX/XX/XXXX, who appointed Shellpoint Mortgage Servicing as Servicer. My mortgage was under Covid forbearance when sold. New Servicer started demanding payments. I requested a proof that I have a contract with them. They refused to respond to any of my communications ( waiting for the XXXX default insurance claim window to expire ). Then in XXXX I received a demand letter from a law office, I responded with a request for more information - no answer. On XX/XX/XXXX, the default window expired and the Servicer could collect the insurance claim on the mortgage security investment, which they did. Two weeks later they assigned a foreclosing attorney and initiated foreclosure. Only then I received a response from both the Servicer and the attorney - both responses included only copies of the Deed of Trust and a forged last page of the note ( visibly forged endorsements ). I responded again with a request for some more information to no avail. Then In XX/XX/XXXX I exercised my legal remedy and made two payments in full to satisfy the mortgage - Payment # 1 was made directly to the Servicer via a Note for {$280000.00} U.S. Dollars together with an IRS form XXXX and a Settlement Offer letter. As of this complaint this haven't responded, therefore pursuant UCC articles 3 & 9, they have accepted the payment. Payment # 2 was made directly to their attorney via XXXX XXXX XXXX XXXX XXXX with an IRS payment voucher for {$250000.00} U.S. Dollars and IRS form 1099-OID and an Accepted for value letter. As of this complaint this haven't responded, therefore pursuant UCC articles 3 & 9, they have accepted the payment. The attorney then scheduled a foreclosure for XX/XX/XXXX and still refuses to communicate with me and I have not received an answer regarding my payment from the Servicer. They both accepted the payments and proceeded with the foreclosure nevertheless. They both act as f they are above the law and make up their own rules as they go, as if they don't want to settle this situation, they only want foreclosure. I have notified XXXX XXXX XXXXXXXX XXXX about both payments in full and still no response. So far for 6 months the only response I received was a copy of the deed and the forged note. I have sent a RESPA Qualified Written Letter, but I'm afraid they won't answer to that one either. Their attorney 's office told me their attorney doesn't have answer or talk to me because they talk only to other attorneys. This is the most colossal fraud in the history of this country - every time someone receives a bill or a statement, that is an offer to contract based on public debt, it doesn't mean you owe money, because there is no money in circulation in this country, only Federal Reserve debt notes ( IOUs ).
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| 06/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
|
|
I filed complaint XXXX.
Please read and do not close the account because Shellpoint says anything.
I made the trial payments according to the statements sent to me by Shellpoint. Shellpoint sent statements with different trial payment amounts. I paid those amounts and asked for clarification. Shellpoint refused to provide clarification. So, I paid the difference in trial payment three.
Now, because Shellpoint sent different statements with different amounts, Shellpoint is claiming that I violated the trial payment for paying the statements that they sent. XXXX XXXX did not provide clarification during the trial plan that Shellpoint made an error in its statements for nearly 60 days.
Shellpoint did not clarify their error in bad faith. Yet, I paid more than the Shellpoint statements required and Shellpoint is using my good faith to deny the permanent modification for the trial plan that I completed.
Yes, I said that I could not afford the modification without the American Rescue Plan. But, Shellpoint did not provide all the options that are available to me given my completed modification application. Since I have a hardship related to Covid, which I asked for XXXX XXXX, XXXX, I should be able to get the permanent modification to start on XXXX XXXX, XXXX.
I fulfilled the terms of the trial statements sent to me. This is pure harassment for XXXX XXXX, not to answer and provide clarification for nearly 60 days and then use Shellpoints lack of transparency to claim the offer was revoked in their XX/XX/XXXX response to the Consumer Financial Protection Bureau.
I do not have an outstanding escrow balance is incorrect. Shellpoint owes me {$270.00} for the advance XXXX gave to Ditech. I have proof that the account is owed the money if Shellpoint wants to continue harassing me with inaccurate statements.
In XXXX of XXXX, I also asked for a forbearance and trial payment. Please please someone help me because I paid the Shellpoint trial payment statements. So, I did not violate the the trial modification. Shellpoint did with the inconsistent statements regarding the trial payment amount. I thought the corrected the inaccurate 20 % they were using for streamlined modification. However, their actions merely served to create confusion to find a reason to deny the modification. When I paid the difference after XXXX XXXX, did not respond, Shellpoint tried to act as if I did not pay the third trial payment and would not deposit the check. Since I provided CFPB copies of the check and certified mail receipts, now Shellpoint is claiming that I the modification was revoked. Shellpoint made no notification of a revokation prior to inserting it in the response to CFPB on XX/XX/XXXX. They should not be allowed to revoke me completed trial modification for their sending differing statements.
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| 04/07/2019 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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I'm not sure, really, what the point of these complaints to the CFPB is. The company just responds and gives the same empty promises and then does nothing. How exactly am I being " protected '' as a " consumer '' here? I'm not. But I will file this complaint, because the company about which I am complaining is apparently lying to me and is doing nothing. This complaint is about XXXX XXXX dba Shellpoint Mortgage Servicing ( formerly XXXX XXXX XXXX ). I have been dealing with them since last XXXX ( 2018 ), or slightly before. My loan got transferred to them from a previous servicer. I had started a loan assumption process with the previous servicer, and once it transferred, I contacted XXXX XXXX to start the loan assumption process with them.
They immediately sent me the information to do a loan assumption. I got all the information put together and sent it to them very quickly. That was 6 months ago. The loan assumption still has not happened.
NewRez now claims that they do not have FHA qualified underwriters on staff to do a loan assumption. They told me this a couple of months ago, once I finally got a conversation with one of them. They said they were really close to getting people hired and being able to do these assumptions. They lied, obviously. They now will not even return my calls or emails.
NewRez lies about loan assumptions. Why did they send me details on doing a loan assumption 6 months ago if they did not have the proper people on staff?
Is it even legal to not have FHA qualified people on staff? They service lots of FHA loans, right?
They clearly lied to me 6 months ago. They lied to me 2 months ago. They lied to me a month ago. They just lie. They lie because there is no recourse to them lying. If I lied to them, I would get in trouble. When they constantly lie to me, they do not get in trouble.
I am stuck here, because I did not choose NewRez. I can not change the servicer of my loan. They are the most pathetic company I have ever dealt with, and I can't do anything about it. There should be some sort of government agency which oversees mortgage companies and helps consumers who have problems with these companies.
I am submitting this complaint because this is a new complaint, based on NewRez 's lies to me about being " only a couple weeks away from being ready '' to do a loan assumption. This is not a rehash of my old complaints, this is a new complaint.
I know that NewRez will respond to this complaint with the same nonsense they have used to respond in the past. They will post that information here, and the CFPB will do nothing about the fact that NewRez has consistently lied to me about this whole process. They will not return my calls or emails, and when they have talked to me in the past, everything they have told me has turned out to be a lie.
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| 12/18/2019 |
Yes |
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- Trouble during payment process
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Web |
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my name is XXXX XXXX and I am currently a mortgagor and my loan is being serviced by shell point mortgage AKA New Rez my loan number is XXXX This brief letter is to explain the horrible customer service and lack of service I receive when calling this company about anything! I recently underwent XXXX XXXX on XX/XX/19 and was out of work for four months I called them to see if there was any way a payment could be deferred to help me out until I went back to work well guess what they said no so I went back to the drawing board getting a bit of assistance from charitable organizations to help me make a payment back in XXXX they lost they payment that was sent to them by city of XXXX on my behalf took a month for them to find it and that was after a complaint online to their corporate and several phone calls these people are horrible servicers who take their jobs for granted and do not go above and beyond in fact they do the very minimum well fast forward I've been back at work two weeks today XX/XX/19 and last month which was XXXX I asked for a repayment plan on {$300.00} of {$1100.00} because I didn't have the entire payment well these people don't offer you any options they don't care if you're being proactive it's like they want you to lose your home during the phone call he explained that it was the XXXX of the month and they need at least 7-10 business days to process the repayment plan so my credit may still be impacted so I declined and borrowed the money for the month of XXXX so I called them today XX/XX/XXXX to see if I could not do a repayment plan well not only was the girl not informative she was rude and basically stated that it takes 10 days to get paper work and another ten to process the repayment plan what in the heck is going on with this company each time I try to be proactive it's like I get shot down almost as if they do their best to work against you I've called several times about the PMI on my loan and basically get told because I have an FHA it cant be removed and they don't give any information to support that because I know a couple people who have an FHA loan and have had their PMI removed what kind of company is this where they don't explain things they lose your payments talk to you rude cold transfer you to voicemails without telling you and the managers don't hold them accountable their just as bad how did I get involved with the mortgage company from XXXX their mortgage practices need to be investigated this is not fair that hard working people have to call in and be subject to this foolishness when all we want is respect and answers about my PMI answers as to why they are not rules and turn around times connected to repayment plans and things that matter do they just make this stuff up as they go along is that really what is going on please help
|
| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
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1. I was with XXXX XXXX XXXX XXXX until XX/XX/XXXX when I received a letter that my mortgage has been transferred to a new company called NewRez LLC mortgage company located in North Carolina. I also received annual escrow statement and shortage {$270.00} in my escrow from XXXX XXXX XXXX instructed to forward the payment to the new mortgage company, NewRez LLC before XX/XX/XXXX.
2. I issued a check in the amount of {$270.00} to NewRez LLC according to the statement indicating my monthly mortgage payment will decrease from {$1100.00} to option 1 amount of {$1100.00} including taxes and insurance. recieved My mortgage was transferred from XXXX XXXX XXXX to NewRez LLC effective XX/XX/XXXX with a monthly payment of {$1100.00}, including taxes and insurance. According to the notification letter from XXXX XXXX XXXX, there will be no changes to my mortgage policy with NewRez LLC. Nevertheless, NewRez rather started billing various inaccurate statements with increased payments monthly even though my mortgage was at a fixed rate. The Monthly statements are attached for your verification.
3. I contacted NewRez LLC several times to make my complaints, but to no avail. Afterwards, I wrote an official complaint letter to the company, but received a response stating my assigned mortgage company is located in New York and should be the correspondent to contact. Refer to the attached letter for your verification. Initially, I was never aware of NewRez LLC because I never requested the mortgage company to take over my mortgage policy from XXXX XXXX XXXX, and neither have I requested a loan from NewRez LLC. I am currently paying the supposed amount of {$1100.00} monthly mortgage after NewRez LLC received the escrow shortage of {$270.00} paid to the company on XX/XX/XXXX, which took effect in XX/XX/XXXX.
4. The following documents are available for your verifications : a. XXXX XXXX Annual Escrow Disclosure Statement b. Copy of check for escrow shortage issued to NewRez LLC in the amount of {$270.00} c. XXXX XXXX XXXX notice of service transfer d. Transfer notification letter from NewRez LLC Mortgage e. NewRez LLC reply letter f. Complaint letter to NewRez LLC mortgage company.
g. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} h. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} i. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} j. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} k. NewRez LLC mortgage statements for XX/XX/XXXX - {$1100.00} I had a fixed rate and yet my mortgage statement is changing increasingly every month. I only have few years left to pay off my mortgage. But NewRez LLC is rather breaching my mortgage agreement policy by wrongfully increasing my payment rates in order not to have any other choice but to refinance my mortgage.
|
| 06/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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In 2018, my {>= $1,000,000} XXXX XXXX house was foreclosed and sold at auction for a {$130000.00} mortgage debt and I was left with nothing, zero monies. Shellpoint Mtg gave me nothing, NO MONEY, no explanation. Is grand larceny legal in America? Is MURDER LEGAL IN CALIFORNIA? Nobody ( even in the real estate business ), that I have told this story to, has ever heard of these type of violent felonious crimes happening to anyone else. Unfortunately, I am a senior citizen and XXXX victim, and Shellpoint Mortgage Co 's ( in North Carolina ) final action caused me to go into shock and suffer another XXXX. Yes, I was struggling to keep up with my payments, and when Shellpoint Mortgage in North Carolina said they were auctioning my house and would not give me time to sell it myself. I didnt believe that was fair, especially because one often loses 10 %, 20 % or even 30 % of the value in an auction, but given my poor health, I couldn't fight this injustice. Then Shellpoint sold my house and gave me none of my equity, that's over {$1.00} million of grand larceny. Also, shouldn't XXXX victims have more time to relocate, especially when the XXXX was caused by their actions. To further compound this inhumane injustice, my house actually has 40 % more square feet than they advertised at auction and sold my property for. I can forward you emails that I sent ( prior to the auction ) to Shellpoint Mtg., and to their XXXX attorneys, and to XXXX, telling them that if you must sell my house you can not " ILLEGALLY AND FRAUDULENTLY MISREPRESENT THE SQUARE FOOTAGE OF SAID PROPERTY, '' thereby denying me more than 40 % of the value. Unfortunately, all of my retirement nest-egg money was in that {$1.00} million equity. So, they fraudulently sold my house, evicted me, and threw me in the gutter. Now, I am homeless, penniless, and dying on the street. How is that fair and legal? Don't we have any rights in this country. Is Grand larceny legal? Tell me why the MURDER of XXXX senior citizens 's is legal! Don't American citizens and XXXX residents have human rights? Please help! I am desperate and dying. Living in the gutter will kill anyone, but it is especially detrimental to XXXX senior citizens. I will go to a jury trial ( even if they have to carry me in ) and even to the supreme court to right this injustice. Shellpoint is liable for 100 million dollars, obviously they swindled me out of over {$1.00} million of real estate equity, but the further damage to my health and loss of my personal family heirlooms and mementos is priceless. To make anyone endure this barbaric brutality is horrifying and gratuitous torture. SHELLPONT MORT. IS A VICIOUS EVIL TERRORIST CULT! ALL OF THEIR SEDITIOUS MANAGEMENT AND ATTORNEYS MUST BE INCARCERATED! SHELLPOINT MTG. IS AN EXISTENTIAL THREAT TO AMERICA.
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| 10/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred over to Shellpoint Mortgage Servicing in XXXX of 2020, and since then, in 8 short months, I have had more headache than I have had over the past 12 years I have lived in this house.
First complaint is regarding communication, and that manifests itself two fold. For one, there is a lack of consistent and competent representatives when calling. It feels as though it is the luck of the draw when calling, as you never know the service you will receive. Secondly, there is insufficient time provided whenever their is change in your mortgage payments ( example provided in detail below ). So whether it is written or verbal communication, there seems to be a lack of clear and thorough thought process that they seem to follow. There is a clear lack of consistency in service, which has not only cost me a headache but now they are wanting to charge me fees.
Example : - I was sent a letter on XX/XX/XXXX, expressing that my mortgage payment for XXXX will increase due to the evaluation of the escrow. The increase was significantly larger than usual, so looked closely and discovered that they had not taken my tax exception into account. I immediately reached out to them and a representative explained that they do not have the exception letter on file and I needed to resubmit the letter from my local government. However, the issue was that the presentative said that it would take 6 weeks to process the letter ; perplexed by the timeline, I expressed how I am given a notice only five weeks prior to a payment but required 6 weeks to process amendments. The representative promised an expedited process as long as I provide the necessary documents, which I provided the documentations the next day. In mid XXXX, I received a letter with the reevaluated escrow ( with the tax exceptions ) and was given a new payment amount, in recognizing the difference between the amount paid in the first of XXXX and what I owed since the reevaluation, I made a secondary payment for the difference. Yet I am now charged with a late fee for the month of XXXX because according to their representative I was short in my payment for XXXX. When I tried to explain the situation with the representative, I was told I must write a complaint letter to the loan services department in order to contest the fee, and as you can imagine that also would take weeks upon weeks.
I followed their direction, but after looking into the company and reading many complaints that are similar to mine, I am alarmed at how many people the company is trying to take advantage off, an error from Shellpoint should not cost its customer any more let alone, let their error lead to fees and charges because the timeline provided does not allow people to write wrongs. This should be illegal, but definitely is immoral.
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| 05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In the letter dated XX/XX/XXXX ( not from my single point of contact ), Shellpoint states, Note that interest, payments, credits, and other allowable charges may cause the loans balance to vary daily ; therefore, you should contact Shellpoint at ( XXXX ) XXXX to determine the exact balance.
1 ) Shellpoint agreed with the Texas Dept. of Savings and Mortgage Lending that all communications would be via email.
2 ) Shellpoint is asking me to sign a document of no oral agreements.
3 ) I am supposed to have a dedicated representative. The phone number that I call should not change daily and/or with each correspondence.
Shellpoint asserting that it has answered similar questions is a deceptive trade practice to include buzz words for CFPB and XXXX XXXX to close complaints.
Shellpoint stated on XX/XX/XXXX, Pursuant to the contractual agreement Shellpoint may collect from the customer any reasonable attorney fees and other actual out of pocket expenses incurred in the enforcement of the contractual agreement. However, upon receipt and acceptance of a completed modification Shellpoint will waive the current Late Charges of {$250.00}. This Late Charge balance is not included in the capitalization.
Shellpoint spouts words leaving it for the reader to infer a contractual agreement that fits with they are saying. No out-of-pocket fees were incurred for the enforcement of the contractual agreement.
In the letter dated, XX/XX/XXXX ( not my single point of contact ), it said that the {$14000.00} was comprised of Delinquent interest {$6200.00} Escrow Advances XXXX Legal Fees and Cost {$670.00} Moreover, pursuant to the note Shellpoint must follow all laws. I was affected by Covid and was not more than 120 days late as of XXXX of XXXX. Under CFPB-XXXXRegulation X, the {$670.00} should be deleted from the written amount to be capitalized. It is not valid because no attorney action was taken to collect past due amounts. And it is not allowable.
Additionally, Shellpoint states, As of the date of this correspondence, the loan is contractually past due for the XX/XX/XXXX, through XX/XX/XXXX, installments. Shellpoint refused to accept payments in XXXX of XXXX. The loan was in a Covid forbearance. Plus, the loan currently in a trial modification until the modification is finalized.
I still want the modification but the capitalization amount needs to be changed in writing because no oral representation by calling ( XXXX ) XXXX is valid pursuant to Shellpoints own documentation. The property description is still inaccurate. The contradictory escrow language was not addressed.
I am presenting two months of bank statements and two months of paycheck stubs because this modification has not been finalized and I dont want this to become another issue since it has been over 90 days.
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| 10/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I found a complaint, number XXXX against Shellpoint Mortgage Company . I am currently in an active bankruptcy paying the bankruptcy trustee as well as paying the mortgage company. I had received several statements stating that I was {$15000.00} behind in my mortgage and all having different amounts of what my monthly payment was. I had acknowledged that I missed a payment in XX/XX/XXXX when I paid the Trustee twice in one month and that I was short payment amounts because Shellpoint had sent me the wrong payment amounts on their statements. When I called them to clarify, I was told to pay what was on the statement. Found out later that the Bankruptcy Department is the only department in Shellpoint that has the accurate information regarding my mortgage payment amount. No other department has access to my Bankruptcy file. If I call the general number I get transferred to Lost Mitigation as if I am not in Bankruptcy protection.
Shellpoints response to my Claim to the CFPB, was an explanation of why I had received different payment notices but not why the statements kept showing I was behind XXXX. I have several recorded conversations where I have called the Bankruptcy Department about the XXXX and I has been told multiple times to ignore that notice. It is generated outside of the BK Department. After I received the response from Shellpoint regarding the CFPB, I called the BK Department and they clarified that I was not XXXX behind but {$3200.00} because if the missed payment in XX/XX/XXXX and being short on two payments due to being send the wrong statement amount.
On XX/XX/XXXX, A notice from the Bankruptcy court that I have a hearing on XX/XX/XXXX where Shellpoint is requesting the stay of bankruptcy to be removed and that I owed {$15000.00}. When I called Shellpoint I got the Los Mitigation department and they stated that they have not received a payment from me since XX/XX/XXXX and I have enclosed my bank statement showing all of my statements to them since XX/XX/XXXX to Shellpoint and then I have all of my bank statements from XX/XX/XXXX that I can send upon request.
I believe ever since that I gave notification that I would miss two payments because of Covid in XX/XX/XXXX, that I have since paid back, Ive been dual tracked. I have been in a Loss Mitigation as well as Bankruptcy. If I call Shellpoint right now I am going to be sent to the Lost Mitigation Department and not the Bankruptcy Department.
Also, I was told by bankruptcy that Shellpoint Lost Mitigations are charging me fees that they should not because I am in Bankruptcy and not in Lost Mitigation. Theses fees have exponentially increased my escrow account. I want this investigated.
Dual tracking is illegal and I have proof that I am not XXXX behind. I need this investigated ASAP.
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| 01/22/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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My original mortgage company filed bankruptcy and now shellpoint mortgage has taken over, and today i continue to follow up on having my account reflect the accurate amount I have even provided proof of my payments that were made by money orders but shellpoint continues to send me delinquent notices as if I havent paid I have called and they tell me it takes 30 to 60 days but I keep getting the run around. I paid by money order not check my account should reflect current but they refuse because they said they a debt collector and they trying to illegally take my home on false information. Please help. I have provided proof within this email. I can also send all other emails that I have continued to send trying to get this matter resolved but they keep sending certified mail when they have evidence that my mortgage should reflect current. They will call me stating that they are going to fix the situation but the individual won't put any of what she says she's going to do in writing, which disturbs me. Today they continue to send stacks of mail when payments have been made as required. I have also submitted the XX/XX/2020 payment and awaiting it to post but I understands that takes time. They sent an letter stating what was due, when you add up what they stating was missing it was the money orders that they say they can't allow to reflect on the account until they speak with XXXX, this wouldn't be an issue if information was sent within a timely manner informing me of the changes and whom to send the payments to, instead they are now doctoring documents trying to make it as if I owe something when I don't have shown how documents sent out are inconsistent and full of fee 's that shouldn't he paid these payments in question by money order, but still charged an NSF charge. This doesn't make since, when I speak with them verbally they tell me things like disregard the bills coming or don't worry about it and we are working on it, we are going to fix this, I'm sorry your going through this, we are going to make this right, we are going to fix your credit with all the credit agencies and remove the late payments and all the NSF charges. The manager was able to determine while my dad was late at times he never missed his payments and according to what it's reflecting he owes and what has been provided as proof my dad owes nothing but XX/XX/2020 payment and that has been mailed off. Today XX/XX/2020 nothing is fixed and I have an another verbal appointment with them tomorrow between XXXX and XXXX eastern time for them to verbally tell me what they refuse to put in writing. If it wasn't for the emails that reflects this unprofessional pattern of business they would have never communicated with me and they would have continued providing me the run around.
XXXX XXXX XXXX
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| 11/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is in follow-up to CFPB complaint XXXX. I have filed multiple complaints with the CFPB against my Lender regarding their handling of my escrow account. Please see complaint numbers : XXXX, XXXX, XXXX, and most recently, XXXX. I received notice on XX/XX/2020 informing me that the PMI on our home had been cancelled effective XX/XX/2020. They said at that time a new escrow analysis would be performed to provide me with updated payment information, reflecting the removal of our PMI. When I did not hear anything, I called the office. I was informed I would receive one by XX/XX/2020. XX/XX/2020 came and went and no escrow analysis. So I called again XX/XX/2020 and I was told nobody ever ordered an escrow analysis, despite me being told there was one ordered and a " rush '' was put on it. So the agent ordered a new escrow analysis, and she said she would put a " rush on it as it was the third I had requested. She said it would be ready by XX/XX/2020. Today I received a letter from Shellpoint Mortgage Servicing informing me that they were removing my PMI effective XX/XX/2020, as well as notifying me that the escrow analysis I received in XXXX of 2020 XXXX prior to my PMI being removed ) showed an overestimation in what my payments would be for the following year ( an issue I disputed with NewRez multiple times ). I called NewRex today to find out how the overages I had paid would be returned/refunded to me and they said they would have to pull the new escrow analysis. Once again, the order for a new escrow analysis was not placed. Finally, I spoke with an agent names XXXX XXXX. She placed the XXXX request we have made for an updated escrow analysis today and instructed me to fax a letter to their escalations department at ( XXXX ) XXXX to inform them this is my 4th request, and to request a " rush ''. I am currently in a forbearance plan due to COVID-19 impacts, and I am working to pay my balance by the date my forbearance plan expires ( XX/XX/2020 ). I must know how much I am actually going to owe in order to satisfy repayment. We have never had a straight answer from NewRez regarding our escrow account, despite multiple queries, and CFPB complaints. It took an analysis from Shellpoint to finally find what I had been telling them all along - that my escrow payment was too high. Now, I can't even get them to order an escrow analysis. They are still holding overpayment for PMI that was cancelled 6 months ago. Something has to be done about their inexcuseable practices surrounding their management of escrow accounts. Normal people just want to pay their mortgage. It should not be this difficult to get what we are entitled to ( an accurate escrow analysis ) so we can pay our mortgage. I have been fighting for months now. This is completely inexcuseable.
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| 03/25/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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On XX/XX/XXXX, I spoke to XXXX XXXX ( SPOC - Single Point of Contact ) regarding my account. Mr XXXX advised that after I made a payment on XX/XX/XXXX, he would submit a Deferment for approval to bring my account current. On XX/XX/XXXX another payment came due and I had not heard from Shellpoint if the Deferment was approved or declined by mail, email, or phone call. If the Deferment was approved and processed after XX/XX/XXXX then the Deferment should bring the account current, due XX/XX/XXXX. On XX/XX/XXXX, I called Shellpoint to see if the Deferment was approved or declined. I was advised the Deferment was approved on XX/XX/XXXX. I advised that I never received a call or Deferment Agreement stating that I was approved and to acquire my signature. I advised that I was told that the Deferment would bring my account current. I did not receive a phone call back regarding the due date being adjusted to XX/XX/XXXX. On XX/XX/XXXX, I received the XXXX Mortgage Statement dated XX/XX/XXXX showing the account 2 months past due. Again I called Shellpoint to discuss the fact that the Deferment was supposed to bring the account due for XXXX. On XX/XX/XXXX I called XXXX XXXX at Shellpoint and left a message about the Deferment bringing the account due for XXXX. That same day I received a XXXX XXXX XXXXackage from Shellpoint. The letter is dated XX/XX/XXXX. Congratulations! you are approved for the Deferment Program. So I received the letter on XX/XX/XXXX that the the Deferment was approved. XX/XX/XXXX is 39 days after the Deferment was approved and processed. On XXXX the account was due for XXXX and XXXX. When I called Shellpoint back again to ask why a letter is not mailed to the borrower advising me that the Deferment was approved and processed on XX/XX/XXXX, I was advised that it is not automated and it takes time. I know that loss mitigation lays out a timeframe in which a letter needs to sent to the borrower. Also does the Deferment Agreement have to be signed by the borrower in Pennsylvania?
I made a payment in XXXX and XXXX. If the Deferment was processed to bring the account current I would be current. Instead I'm due for XX/XX/XXXX. This has caused another issue. When I go online to make a payment with no fee to process my payment, I am not able to because the account is past due. So I tried to process on the automated phone system {$5.00} fee but that is not allowed because the account is past due. So I have to make a payment through a Shellpoint representative ( {$15.00} fee ). On XX/XX/XXXX, I was charged a late fee of {$12.00}. When I paid on XX/XX/XXXX, I was forced to pay through representative, thus being charged in essence a second late fee of {$15.00} I am looking forward to hear from you if you are able to help me with the issues with my account.
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| 01/18/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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I have owned my home for 20 years and am facing foreclosure due to the fact that the current holder of the mortgage, Shellpoint Mortgage Servicing, refuses to allow me the opportunity to negotiate or compromise or work towards any type of reasonable solution. They are denying me access to government and in house programs that I believe that I qualify for, they have refused to assign a dedicated contact to work with me, and when I try to call them to work towards resolution they say they are not responsible for what the past holders of this loan did wrong. I am essentially told that I unless I offer them one lump payment for the full reinstatement of the loan that they have no interest in speaking with me and that I need to talk to the foreclosure attorney.
I am a self employed real estate developer and I make a decent living. In 2008 when the market crashed I, like millions of other Americans began struggling and was not able to keep up with my obligations. As a result, I fell into a foreclosure status and began trying to work things out with my lender at that time, XXXX. After trying to get XXXX to work with me I ended up negotiating a lump sum payment of {$25000.00} in order to postpone my sale date and work towards restructuring or modifying my loan. However, despite this large payment on my part, XXXX did not work with me towards this goal and instead my loan got transferred to XXXX.
While at XXXX I tried once again to start the process towards restructuring or modifying my loan, but was unable to make any progress. Believe me, it was not for lack of effort. When I would finally get someone on the line from XXXX they would tell me that there " were no options, and that I needed to reinstate the loan or they were going to foreclose. '' I believe that XXXX was denying me access to government and in house programs that were set up to help people such as myself.
Since the loan has gone to Shellpoint, I have run into the same issues. The agents are telling me there are no options other than full reinstatement and that my issues I had in the past with XXXX and XXXX are MY problem, not theirs. I believe that Shellpoint is denying me access to government and in house programs that should be made available to a struggling homeowner such as myself. I am employed and can afford a reasonable mortgage payment. I realize that I am delinquent on this loan, but I want to be presented with options OTHER than full reinstatement in one lump sum. I believe that Shellpoint is violating the government rules relating to their receipt of bailout money from the taxpayers and that I am entitled to a fair and transparent review of my current and correct financial information so that I can be considered for restructuring or modifying my loan. To date this has not occurred.
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| 05/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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XXXX, XXXX : Since the date that my mortgage was transferred to Shellpoint/ NEWREZ XXXX, XXXX, Shellpoint has applied my monthly payment to previous months ' ( even though I had paid those payments ) and/ or placed payments in Suspense and has not applied the current month payment to the current month debt ; Shellpoint would then inaccurately report that the mortgage payments were late or the loan was/ is in default. This has occurred so many times that I can not name all of the months of the errors -- majority of the months ' payments have been incorrectly applied and therefore, I have been sent notices of non-payment, charged late fees, and been reported delinquent to the credit bureau. I have filed multiple complaints with the Loss Mitigation unit with Shellpoint. The error eventually gets somewhat remedied ; however, some late fees continue to remain. I have spent ~75 to ~100 hours working on these continued errors, and I ( usually XXXX credit score, at least ) was even denied credit for an Auto loan then am paying an exceedingly higher APR as a result of my mortgage inaccurately showing as delinquent. Shellpoint takes many months to correct the issue and then will make the same mistake the next time. For instance, XX/XX/XXXX payment was misapplied to another previous month resulting in the issue of " late payment '' notices and reporting then " delinquent '' reports, that ultimately caused me to have an Auto loan, etc. impacted by Shellpoint 's mistakes in early XX/XX/XXXX. As is the pattern, Shellpoint corrected the mistake in late XX/XX/XXXX, and then again applied the XX/XX/XXXX payment to another month and is now pursuing me for " 'late payments '', fees, etc.. They advise they are investigating and that it will take time. I receive calls from their collection team. This keeps continuing. I can not receive a mortgage from another company because of the history with Shellpoint and the likelihood that they will make this same mistake again during the application process erroneously reporting me as late or delinquent. It is affecting my whole life. Shellpoint has correctly applied my mortgage payment maybe a handful of months from XX/XX/XXXX to XX/XX/XXXX.
I am happy to provide more information and am attaching the most recent response from Shellpoint regarding my most recent complaint ; I don't agree with Shellpoint 's final conclusion attached, but it does summarize the veracity of their errors and consistency. I don't know where to start to provide more efficient information. It would be a bank statement showing payments every month and Shellpoint 's correspondence majority of the time that I've been with them that they " have not received my payment. '' This can not be happening to just me. It is likely a programming error. Please help me!!!
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| 04/02/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Shellpoint is unlawfully making false claims that money is owed, that is not enforceable and has been satisfied as a matter of law. Shellpoint has hired a firm to make false claims and during this coronavirus exemption period having instead violated the State of California 's Orders of Exemptions of Foreclosures, and has aided to claim rights to enforce a Lien that is unenforceable, was time barred by operation of law over 13 years and was discharged AFTER being time barred over 8 years. This has been expired by all means under Applicable laws and according to the provisions of the contract.
Furthermore : Shellpoint is attempting to serve a foreclosure notice during this Coronavirus Exemption period and having instead hired a new firm to aid in making false claims that money is owed. And having published on public records false accounting on discharged debt. This is extremely unlawful and under Civil Code 2941. having turned to criminal acts.
During this extreme time of which we all face, Shellpoint is attempting to foreclose and file a Notice of Default when the Courts are closed and this is causing harm and injury.
Shellpoint placed on my credit report found in XX/XX/XXXX to have made a false entry on my Credit report that money was owed and made up false entries to create a false claim as if payments were recently made, knowing this was false and untrue and attempting to revive a debt that is expired under all applicable laws from any collection ; and was later discharged under Chapter XXXX after having previously expired all rights prior to entering bankruptcy. This has been over 14 years of harm, and Shellpoint has caused recent credit reporting " False Credit '' entries on a debt that has a last payment due was XX/XX/XXXX. This was accelerated at this time and under applicable state law expires all rights under UCC 3118 ( a ) at six years. Despite the facts XXXX XXXX XXXX Bank is the alleged Creditor who has stated " they are not the creditor '' and this pattern of abuse and harm continues to cause to ruin my credit, and lost my ability to gain a much needed loan, as my credit scores substantially decreased and denied business and personal credit because of this false entry.
Despite the laws of California, including this recent Governor 's Order of NOT Allowing any foreclosures Shellpoint has hired a firm to attempt to file a NOD and move towards taking my real property under a false disguise that money is due, no rights remain to enforce the time barred lien. This has been over 14 years since Acceleration of the note. Despite this as fact, apparently Shellpoint is aiding and has been taking real property by false claims and time barred expired rights to enforce by any means, including foreclosure. Civil code 882.010-882.040 inclusive.
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| 06/11/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
Older American |
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Dear Consumer Finance, I have a scheduled trustee/foreclosure sale on XX/XX/XXXX from a third-party debt collector by the name of : Shellpoint Mortgage XXXX XXXX XXXX, XXXX SC XXXX Attorney for Debt Collector XXXX XXXX, XXXX XXXX Attorney XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX, UT XXXX, loan number # XXXX My Information : XXXX XXXX XXXX Mailing, address : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ID XXXX No mail property address is XXXX XXXX XXXX XXXX XXXX ID XXXX, I am a pro se litigant, I have spent all my money on attorney fees for years, now I have to fight on my own and I am requesting any assistance you may provide me so I can stay in my home, especially since COVID-19 has devastated many people including myself and we are all going to lose our homes if nothing is done.
I am desperate to find any help I can to fight off these predators, can you please send this to an upline or to the bureau department head for immediate attention and help? Time is of the essence since the sale date is less than a month away.
Please follow up with me I have provided all my contact information. My loan was originally a XXXX XXXX Loan, they are now telling me it no longer is. Would you also provide information on this as well?
Shellpoint is supposed to follow the Federal Government guidelines, but so far they deny that they don't have to follow any guidelines, rules, or procedures, including the foreclosure moratorium.
Shellpoint tells me to send them my financials to see if I would even be considered for a loan modification instead of going through the proper channels, In the meantime, they are NOT going to stop or postpone the foreclosure XX/XX/XXXX sale, so what good is that?
I do not have enough time to gather all of the documentation and paperwork they want me to submit. I am working extremely hard to gather my financials, but I dont trust them, and I want to go through the proper procedures and work with lost mitigation.
I doubt very seriously that Shellpoint is seriously considering giving me a fair shake at a loan modification, they see the equity in my home and have shown no indication of providing me with a loan modification, I have equity more than {$400000.00}.
Shellpoint wants my home and the equity ; they are definitely preyi
ng on people that are down and out. I pray and plead with you to please assist and help me in any way you possibly can to prevent this tragedy and the loss of my home of over 21 years.
For one time I would like to be able to count on my government to help me.
Sincerely, Desperate in XXXX XXXX Idaho XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, ID XXXX Thank you very much, hope to hear from you very soon.
P.S. When you receive this email will you please respond so I know you received it.
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| 02/25/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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My mortgage is a fixed VA with assumption rider signed XX/XX/XXXX. I divorced XX/XX/XXXX and I want my ex off of my mortgage. I am being denied mortgage assumption and any information about my mortgage companies successor in interest program.
My mortgage company ( New Penn Financial, New Rez LLC d/b/a Shellpoint Mortgage Servicing ) denies eligibility in VA loan assumption or their successor in interest program, sends email or letters requesting more time, offers far more expensive refinancing and cash out options, and transfers phone calls through their phone system until disconnect. Since my divorce I have called, emailed and used my mortgage company online utility ( each multiple times ) to try and work with my mortgage company. My mortgage assumption rider requires approval of the Department of Veterans Affairs. I completed the VA assumption package and have been approved to assume full responsibility of my VA loan since XX/XX/XXXX. I have only received hang ups, email with links that dont work, and letters requesting more time. I wrote my mortgage lender and their parent company another request for mortgage assumption after receiving a notice of bankruptcy from my ex ; with explanation of circumstances, and included my divorce decree, quitclaim deed, and signed VA Release of Liability. I received a denial almost 90 days later due to a claim of account past due although I do not have any late payments ; and my ex already completed her bankruptcy two months prior.
XX/XX/XXXX Original VA mortgage signed with XXXX XXXX XXXX with assumption rider XX/XX/XXXX Denied assumption by New Penn Financial in email you can only refinance XX/XX/XXXX New Penn Financial changes name to New Rez. No change to mortgage terms and conditions.
XX/XX/XXXX Letter from New Penn Financial stating working to gather the requested information and will forward it to you as soon as possible.
XX/XX/XXXX Letter from New Rez stating working to gather the requested information and will forward it to you as soon as possible.
XX/XX/XXXX Letter from New Rez stating due to complex nature of the matter we respectfully request additional time to respond fully to your inquiry. We apologize for inconvenience and appreciate your patience in this matter.
XX/XX/XXXX email from New Rez offering refinance.
XX/XX/XXXX my email requesting assumption due to exs bankruptcy, including VA assumption approval, divorce decree, completed quitclaim deed. I receive email from Shellpoint Mortgage Servicing We are working to gather the requested information and will respond as soon as possible.
XX/XX/XXXX Letter from New Rez LLC d/b/a Shellpoint Mortgage Servicing You are ineligible for an assumption. The account is past due. I have the statements to prove the account is not past due or even late.
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| 02/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I made a second mortgage loan with XXXX XXXX XXXX. On XX/XX/XXXX, my loan was sold to XXXX XXXX XXXX XXXX, and on XX/XX/XXXX, the loan became serviced by Shellpoint Mortgage Services. I was never notified that my loan was being sold to XXXX XXXX and serviced by Shellpoint. Shellpoint has a history of not sending statements timely, which led to my loan becoming late over several months. I spoke with Shellpoint numerous times to rectify the problem but no resolution was reached. Per Shellpoint, they use a third party to prepare and mail mortgage statements. I have done whatever I can to work with Shellpoint to keep my account current. I recently received a Notice of Default and Intent to Accelerate dated XX/XX/XXXX, and postmarked XX/XX/XXXX, stating an amount of {$300.00} was due within 45 days. I also received a monthly billing statement dated XX/XX/XXXX, postmarked on XX/XX/XXXX, stating total payments due was {$470.00}. Another statement dated XX/XX/XXXX, postmarked XX/XX/XXXX, stated {$480.00} was due. In the meantime, I had sent {$100.00} on XX/XX/XXXX and {$280.00} on XX/XX/XXXX. Neither of these payments were processed timely by Shellpoint. The {$100.00} payment was posted to my checking account on XX/XX/XXXX, and the {$280.00} was posted on XX/XX/XXXX. So apparently, payments are sitting at Shellpoint for a long period of time before being processed. From a phone call with Shellpoint on XX/XX/XXXX, I found that the remaining balance of {$100.00} would be coming due on XX/XX/XXXX. I have not received a statement for that amount. I asked to speak to a manager regarding these issues, and I made the {$100.00} payment over the phone, which now brings my account current. My problem is that I received a Notice of Default letter when it clearly looks to me like the problem is with Shellpoint not providing timely statements. To me, this looks like an unfair and deceptive collection practice. Also, Shellpoint is making harassing phone calls to me six times a day, after I have already asked them not to call me because my line of work ( truck driver ) does not allow me to answer the phone without the possibility of losing my job. I have also been charged a late fee of {$7.00} that I feel is unfair since the statement was postmarked AFTER the due date of the invoice. The account manager I spoke with today ( XX/XX/XXXX ) is aware that their account statements are not being sent timely, and told me they are " looking into getting statements sent more timely ''. This conversation with Shellpoint was recorded with recording number XXXX. As of now, my account it paid ahead of schedule, and I want to keep it current, but can only do so if statements are sent timely, allowing to make a payment within a reasonable amount of time before it is due.
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| 09/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XX/XX/XXXX The office of XXXX XXXX XXXX XXXX. Submitted a loan modification application on behalf of our client.
XX/XX/XXXX The office of XXXX XXXX XXXX XXXX. contacted Shellpoint to acquire an update on the modification review. We were advised by XXXX XXXX that we need to wait until XX/XX/XXXX to apply due to a past approval.
XX/XX/XXXX - The office of XXXX XXXX XXXX XXXX. contacted Shellpoint and were advised that the file was approved for a modification on or about XX/XX/XXXX. However, the approval was closed out because the trial letter was returned to Shellpoint.
We advised them that we are their attorneys and it should have come to our office.
They requested that we call them back, so they can investigate the matter.
XX/XX/XXXX - The office of XXXX XXXX XXXX XXXX. called Shellpoint and we were advised by a supervisor that they would contact the investor and confirm if the investor is willing to honor the trial due to the following reasons.
1. The trial letter was never sent out to the client 2. Our office was never advised of the approval and we are their attorney of record 3. Our client was never advised of the approval XX/XX/XXXX we received a voicemail from Shellpoint notifying us that the file has been submitted for an approval and will call us back with an update.
XX/XX/XXXX - The office of XXXX XXXX XXXX XXXX. called and emailed Shellpoint for an update no response was provided XXXX/XXXX/XXXX - The office of XXXX XXXX XXXX XXXX. called Shellpoint for an update no response was provided XX/XX/XXXX - The office of XXXX XXXX XXXX XXXX. contacted Shellpoint for an update. At this point we were notified by XXXX XXXX that they never received the final modification agreement sent to the client on XX/XX/XXXX and the file was closed on XX/XX/XXXX and we now need to wait until XX/XX/XXXX to reapply.
I informed Mr. XXXX that our client has notified Shellpoint several times that hey never received the contract. I also began to notify them on the information above and I was told that the conversation was a moot point. I requested a supervisor and was immediately told that they are unavailable and transferred to their voicemail. I have not received a call back however, we believe Shellpoint is contacting our client and ignoring our office despite our request to have all calls are correspondence to be sent to our office. We also requested for the tracking number from the contract sent to our client on XX/XX/XXXX however, it was not provided.
We believe that Shellpoint is not acting in good faith. We have been misinformed and possibly deliberately mislead by their staff at the benefit of Shellpoint. Our client is determined to save her home, if Shellpoint was acting in good faith and not misleading us this matter would have been resolved.
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| 03/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I received an email from a Shellpoint Mortgage CSR of Loss and Mitigation for repayment and his emails states as below : Hello XXXX, You requested me to send you an email with the details of the repayment plan. Please see below for details. Please understand Shellpoint will draft the payments and understand it shows the payment is due on the XXXX but we do give you the entire month to make the payment if you have any questions, please feel free to reach out to me XX/XX/XXXX - {$3000.00} XX/XX/XXXX {$5200.00} XX/XX/XXXX - {$5200.00} XX/XX/XXXX {$5200.00} Thank You, XXXX Loss Mitigation Specialist, Shellpoint Mortgage Servicing and then on XX/XX/XXXX, I reached out to Shellpoint and a XXXX finally called me, because I kept getting the run around. I asked why did they not debit my account. XXXX told me that XXXX was no longer in that department and failed to tell me I had to make those payments, Shellpoint did not set up anything. So, I sent the email to escalations and XXXX as seen below : Hi XXXX Below is the email showing that Shellpoint would be drafting the amounts from my account and it seems that only one payment was drafted. I need to get this paid, and I would like to get this up to date. When I spoke to you, you stated that there was no way that Shellpoint could set up an automatic draft from my account. I am showing you what I was advised by your previous CSR, and I am not point fingers at anyone, but I would not like to lose my property, as I have my children there, and been there for close to 12 years. I would like to get this reinstated, and as soon as possible. I have scheduled payments through my bill pay to bring this down by the end of XXXX. I scheduled $ XXXX to be paid. Then by have it caught up by XX/XX/XXXX.
Thank you.
XXXX I heard nothing from anyone until late XXXX when I received a foreclosure letter, and I contacted XXXX. She did not return my call until the beginning of XX/XX/XXXX. I decided to contact XXXX, so they can help me get help on my mortgage. I provided all documents to Shellpoint online and even XXXX. Shellpoint even called me and requested additional documents and we are not XX/XX/XXXX and I have not received a call from Shellpoint at ALL. I look on their online portal to see what I uploaded and it says, nothing is completed. I have attachments showing where it is there and uploaded too.
XXXX called them to expedite this information, and they were hung up on several times. I just found out that Shellpoint refuses to help people in saving their homes. They literally ignore you and continue with the foreclosure to resell your home for more money. Shellpoint has a few lawsuits pending already and class action too. We need more. We can't let them continue getting away it! Save my home.
XXXX
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| 08/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Our mortgage was transferred from XXXX XXXX to Shellpoint Mortgage Servicing effective XXXX XXXX, XXXX. Our property taxes and homeowner 's insurance are paid via escrow. Under the terms of our mortgage, Shellpoint is contractually obligated to timely pay both the homeowner 's insurance and property taxes. As part of the mortgage transfer, XXXX did not receive the property tax bill from the Town of XXXX, CT so I provided a copy of the tax bill immediately once the loan was activated in Shellpoint 's system ( on XXXX XXXX, XXXX ) and subsequently called multiple times to inquire regarding payment status and ensure that the first payment of our property taxes would be paid by XXXX XXXX, XXXX ( they were actually due on XXXX XXXX, XXXX and should have been paid in conjunction with the transfer of our mortgage ). I followed up with multiple phone calls on payment status and received repeated assurances from Shellpoint that the taxes would be paid by XXXX XXXX. I also continued to monitor our escrow balance at the end of XXXX and in early XXXX, noting that the escrow balance on our account never decreased, which indicated that no tax payment was ever made by Shellpoint.
On XXXX XXXX, we received a late notice from the Town of XXXX, CT, indicating the the taxes still had not been paid and assessing late payment interest, despite Shellpoint 's repeated assurances to that effect. We immediately contacted Shellpoint to complain and make sure the taxes were remitted immediately. After several phone calls on XXXX XXXX, we were finally able to secure a commitment that the tax payment ( plus interest charges ) were going to be paid and sent out for overnight delivery to the Town of XXXX, CT XXXX Collector via XXXX. It is now XXXX XXXX and the tax payment still has not been received by the Town of XXXX, CT Tax Collector. I called Shellpoint again today and the response I received from the Customer Service Supervisor was that " they will contact the Shellpoint Tax Department to determine what happened. '' This is completely unacceptable and in violation of the terms of our mortgage agreement. Shellpoint is legally obligated to pay our property taxes on a timely basis and it has failed to do so.
To make matters worse, during today 's call with the Customer Service Supervisor, I also had to instruct Shellpoint to fix the payment date for our second property tax payment. Shellpoint had the payment scheduled for XXXX XXXX, XXXX when, in fact, the real estate tax bill they have on file clearly indicates that the second payment is due on XXXX XXXX, XXXX. Given the issues with our property taxes thus far, we have no confidence whatsoever that our XXXX XXXX property tax payment or next year 's homeowner 's insurance payment will be made timely by Shellpoint.
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| 06/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Many, many, many times have I requested to have my home appraised for the current market value and to then have PMI removed. I made these requests starting last XXXX, XXXX, XXXX, several requests in XXXX, XXXX and XXXX. I also filed several complaints following my requests with CFPB because Shellpoint Mortgage XXXX REFUSED to advance my request, challenge it as I did, in writing and by phone ( as per Caliber 's guidelines who held the note on my mortgage ). I was told SEVERAL times by Shellpoint supervisors to whom my request and concerns were escalated on the phone, that they would contact the Shellpoint 'PMI ' department and a supervisor there would initiate steps, and also email me the form, for what would have been either an independent appraisal or a BPO, which I would have to pay for.m I never received the forms, or an email. Instead I received declines on all my requests that were based on the new, increased market value of my home ( per market survey data in XXXX ). So EVERY SINGLE REQUEST THAT I MADE SHOULD HAVE MOVED FORWARD UNDER CALIBER HOME LOANS. The most recent response to my CFPB complaint from Shellpoint XXXX, detailing all of this, tells me now that as per XXXX, the new 'indentured trustee ' of my mortgage is XXXX XXXX ( as of XX/XX/2023 ) and the guidelines that they use are XXXX and -- the increased value based on extensive renovations that I undertook do NOT apply or provide eligibility for PMI removal. HOWEVER - EVERY SINGLE REQUEST I MADE WAS WITHIN THE TIMEFRAME THAT, CALIBER HOME LOANS HELD MY MORTGAGE and SHELLPOINT FAILED TO HONOR THOSE REQUESTS, or MOVE THEM FORWARD, CAUSING DELAY AFTER DELAY for MONTHS. And now this agent who responds to these CFPB complaints tries to tell me the new owner/indentured trustee, does not hold the the FNMA guidelines for PMI removal. Well WHAT ABOUT THE 7 MONTHS WITHIN WHICH I MADE THE REQUESTS AND WHEN THE FNMA GUIDELINES DID APPLY SINCE CALIBER WAS THE MORTGAGE OWNER AND FNMA backed my mortgage?? LOOK AT THE CALLS/REQUEST I MADE AND THE TIMELINES- THIS IS A FRAUD AND A SHAM, DECEITFUL AND UNETHICAL THAT SHELLPOINT HAS NOT FOLLOWED THROUGH ON ANY REQUEST I MADE FOR AN INDEPENDENT APPRAISAL TO THEN DETERMINE VALUE AND PMI REMOVAL THE ENTIRE TIME THEY 'PROVIDED SERVICE ' on behalf of XXXX Shellpoint needs to rewind the tapes and listen to all of my recorded calls with their operators and supervisors requesting PMI removal and next steps. Just like when Shellpoint took over servicing of my loan they screwed up my mortagge amount and began charging me for an icnreased mortage that I never took out. It took XXXX MONTHS + to get that resolved due to the inept staff and SHELLPOINT NOT HONORING OR PAYING ATTENTION TO THE MORTGAGE AMOUNT OR THE DEFERMENT AGREEMENT IN PLACE WITH CALIBER.
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| 08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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RE : Consumer Financial Protection Bureau & State of New Jersey Department of Banking & Insurance Complaint : Mischarged PMI ; Escrow Shortage Charges ; Escrow Late Fees Shellpoint Mortgage Servicing & XXXX Dear CFPB and NJDOBI, Please accept this as explanation of our request to file formal complaints with both the CFPB and NJDOBI against the two most recent former servicers of our primary residence mortgage, XXXX and Shellpoint Mortgage Servicing.
As evidenced by the attached Escrow Analysis, we continued to pay monthly PMI insurance long past the required time based on attained equity in our home. We are requesting a refund of these overpayments.
Also evidenced by the Analysis, we were being charged late fees for escrowed tax payments we were not responsible for making. These payments were entrusted to be made by the mortgage servicers so its not appropriate that we were made responsible for paying late fees incurred due to the mortgage servicers neglect in making timely payments. We are also requesting a refund of these late fees.
Additionally, our monthly mortgage payment had increased annually for the past several years. Upon receiving the notices, we inquired as to why and were told the increases were to cover shortages in our escrow account. Were not mortgage specialists, only homeowners, but it seems reasonable to assume that its the responsibility of the mortgage company to properly forecast annual escrow requirements prior to the end of each calendar year. Likewise, although we can accept this type of error on a single occasion, this happened for many years which is unacceptable. Due to the obvious mismanagement of our PMI and the inappropriate transfer of late fees to fall under the realm of our responsibility, it seems likely that theres also something not right with the continuous annual escrow account shortages. Wed also appreciate an investigation into this matter and possibly a refund of these additional charges.
It is important to note that we were not receiving annual escrow analysis statements from either mortgage servicer. At the request of our refinancing specialist, we recently had to call Shellpoint in the midst of the refinance process to obtain an Escrow Analysis copy. At some point in 2017, when our mortgage was still held by XXXX, we spoke with one of their mortgage specialists regarding the escrow shortages and with a request to eliminate PMI insurance. We were told we did not qualify to eliminate PMI. Knowing what we know now, that clearly that was not accurate and the information was grossly misrepresented to us. We reached our 78 % LTV and it should have been automatically removed.
Your investigation into these matters would be greatly appreciated.
With kind regards, XXXX XXXX XXXX XXXX XXXX
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| 06/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I have the monthly payment of XXXX + XXXX going to principal only. This is set up on a military allotment and has been for some time. I have attached the pay statements that show the money leaving my pay each month for the last several months. When XXXX/XXXX went bankrupt and Shellpoint took the mortgage in XXXX I attempted to change the allotment code to Shellpoint 's code but not a single person out of approxiamately 15 people that I spoke with knew what I was talking about. My latest mortgage statement reflects that I have delinquent payments that are keeping me from buying a home. I have spoken with numerous people over the course of 13 days and never accomplished anything. I was told that I would be called back and never received a call. I have attempted to provide the trace numbers for the payments but Shellpoint said they couldn't do anything with them. XXXX XXXX XXXX XXXX can not pull the money back once it has gone to the corporation it was allotted to, it must be returned by the company. At this point none of the monies have been returned and have not been paid to my account either. I paid above and beyond to get my account current to preclude any further delay from being able to purchase the house I'm trying to get. I have had to explain this situation to every single person I've spoken with because I get a different person each time. Even the ones that seemed thart they might actually be trying to help failed to obtain results. As of XXXX XX/XX/2020, I still have not gotten any resolve nor proof that my credit reporting has been corrected. My prposed lender simply asked for a letter that stated that it would vbe reported that I have 0 x30, 0 x60 & 0 x90 days late payments. XXXX in the credit department stated that she submitted this request on the XXXX of XXXX and when I called today I was told that there was no way to verify this because the customer service representative did not know when credit was reported. I requested XXXX and was told that " I must not have spoken with her because the credit department doesn't take calls ''. A supervisor was to review my file and call me back and a call was never received. Needless to say I've stopped my allottment and will no longer utilize the service that the military provides me because of the incompetance of shellpoint to correctly apply said monies. I'm currently out {$2100.00} that should have went to my account which has a principal balance of less than {$16000.00}. Today 's customer service representative also stated that I had been late 2 times in the last 12 months. As can be seen by my retirement pay statements that is not the case. These payments are made on the XXXX of every month. Please help me get this resolved before I get a mortgage fraud investigation started.
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| 12/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Older American |
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I received a letter dated XXXX XXXX, XXXX stating that my mortgage was being sold to another company, Newrez LLC with a new XXXX XXXX XXXX send the payment to beginning XXXX XXXX, XXXX. I did make the change of address to my online checking account which I pay mortage from and sceduled my payments for XXXX, XXXX and XXXX My mortgage statements for over the last XXXX years already say New Rez on them but this was a different " XXXX XXXX XXXX. My XXXX payment cleared but yet I received statement for XXXX months mortage payment due when my payment was made and electronic check cleared. I did call New Rez a total of XXXX times. I spoke to XXXX XXXX XXXX XXXX, who gave me an email address to send my proof of payment to which I did immediately. XXXX told me I had to send a copy of my entire bank statement for XXXX which I thought was invasive. I feel I am being treated like a criminal when I have had this mortage since XXXX and have NEVER been late XXXX payment. Nevertheless, I sent copy of my entire bank statement for XXXX On XXXX XXXX, XXXX I receive a certifed letter dated XXXX XXXX threatening foreclosure and saying New Rez has attempted to call me XXXX times which is not honest or true. I have received XXXX calls from New Rez. I am the one that has been calling them and emailing my proof of payment for XXXX and XXXX. It occurs to me that the old account number the old New Rez had assigned me was on my payments and their is a new account number for the New Rez LLC ( both the same name which XXXX be suspect ). I called New Rez again yesterday, XXXX XXXX and spoke to someone else who told me that XXXX XXXX should of had me email my proof of payments to loanservicing. I did mail my proof of payments AGAIN to loan XXXX on XXXX XXXX. All this has costed me hours of my time and I feel like I am getting the runaround when clearly this company has cashed both XXXX AND XXXX mortgage payments I have paid. I did email XXXX after receiving the certified letter threatening foreclosure and was then told I have to send a copy of front and back of my electronic check when I have already sent a copy of paid and cleared checks with confirmation numbers on them. I am now alarmed that this is some sort of scam as I have received a certified letter lying saying they have contacted me when they have not and threatening foreclosure with a certifed letter when they have already been sent proof they cashed the checks. My background is real estate and I am well aware of the shady scams some mortgage companies did to send people to foreclosure when not warranted. I pay all my bills on time including both my mortages and have excellent credit. This Mortage company has cashed both my mortgage payments and is threatening me with foreclosure which is NOT ACCEPTABLE.
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| 04/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage service was recently was recently transferred to Shellpoint Mortgage Serving LLC In XXXX of XXXX. When the loan was transferred to Shellpoint there was not an escrow account associated with my loan. I submitted a electronic request to open an escrow account for both property taxes and insurance through their online system on XX/XX/XXXX. I received an email correspondence back from Shellpoint on XX/XX/XXXX stating that I need to submit a written request with background documentation in order for them to review my request and see if my account was eligible. I submitted that request on XX/XX/XXXX. Shellpoint responded with an email on XX/XX/XXXX via email that they added the insurance policy but did not add the property taxes to escrow as they require a 12 month payment history which I did not have with them.
I contacted customer service via there 800 number and the customer service agent and indicated that I did not request an escrow account just for insurance and had requested insurance and property tax and as that was the denied did not want any escrow account just for insurance. They indicated that they could not help me and that I would need to submit a email request. I submitted the email request to not have an escrow account open for my account just for insurance only as that was not requested.
I received a follow up email from Shellpoint on XX/XX/XXXX indicating that I would need to make this request in writing and then would need to email this to them. I submitted this request in writing via email on XX/XX/XXXX. I recieved a letter on XX/XX/XXXX dated XX/XX/XXXX stating that my request to cancel my escrow account has been denied. The reason was that my loan did not meet the proper seasoning requirements. I contacted customer service via phone on XX/XX/XXXX and explained the situation. They said they understood the situation and would send a complaint on my behalf but that they could not even talk to or transfer me to that department as they don't even have phones? They indicated they ( escrow department ) would reach out to me directly. Have not been contacted.
My issue are below ; 1. I did not have an escrow account to begin with.
2. I requested escrow for both property tax and insurance and they opened an account just for insurance which I did not request.
3. I asked them not to move forward with that insurance only escrow account and they denied that request.
4. I have made two payments to Shellpoint since my loan was transferred with no escrow requirement and saw that my payment will going up significantly beginning with my next payment for escrow. Regular insurance premium and additional payment for escrow.
5. my wife and I are retired on a fixed income and this is going to create a financial hardship.
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| 03/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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I am a widow that got diagnosed with XXXX XXXX XX/XX/XXXX. My prognosis was not good and I had no other recourse because of medical and financial reasons to let my California home, my primary residence, be sold at a non-judicial Trustee Sale for the first deed of trust XX/XX/XXXX. On that day, the property reverted to the beneficiary, XXXX XXXX XXXX XXXX XXXX, for {$410000.00} which satisfied the {$380000.00} first deed of trust in full. XXXX was servicing the first deed of trust loan. I received a 1099A from XXXX to support the result of the XX/XX/XXXX Trustee Sale. The XX/XX/XXXX, 1099A was correct and I filed it with my XX/XX/XXXX taxes. To my alarm on XX/XX/XXXX, over a year later, I received a 1098 for XX/XX/XXXX, from a company I did not recognize, New Rez LLC dba Shellpoint, showing that I was still the mortgage holder and still responsible for the {$380000.00} loan and still the owner. The XX/XX/XXXX, 1098, showed that I paid into an escrow account in XX/XX/XXXX for {$2100.00} for property taxes. I never paid into an escrow account, and the {$380000.00} was satisfied in full. The 1098 showed NewRez acquired my loan XX/XX/XXXX. The 1098 was erroneous ; should not have had my name on it. I immediately contacted the company by certified mail and fax, providing legal documents and correspondence advising that I am not the owner effective XX/XX/XXXX. I followed up with a phone call to the company. I spoke with XXXX, a rep in customer service. She acknowledged that the company had received my legal docs and correspondence. I asked to speak with her supervisor. The supervisor, XXXX XXXX, refused to speak with me saying through XXXX, that NewRez would not take my name off of the loan and NewRez would not send me a corrected 1098. NewRez recognized me as the mortgage holder/owner. Ms. XXXX said I DO owe the {$380000.00} mortgage though they have the legal docs proving otherwise. The stress of this situation is almost too much to bear. I have since discovered that NewRez purchased XXXX. I have also discovered the property has been sold twice since I owned it, once XX/XX/XXXX and again XX/XX/XXXX. I feel NewRez is knowingly trying to take advantage of me and intimidate.
I have uploaded files to submit. The Trustee Sale document shows that the property reverted to the beneficiary, XXXX XXXX XXXX XXXX XXXX, on the date of the Trustee Sale, XX/XX/XXXX which is the date my ownership ended. The other document is from XXXX County, the county where the property is located, shows the Trustee Sale was recorded XX/XX/XXXX. ( Personnel from XXXX County say the delay to record is normal. ) I have submitted the correct 1099A for XX/XX/XXXX from XXXX. I have submitted the incorrect 1098 for XX/XX/XXXX from NewRez. Thanks so much for your help.
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| 03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In late XX/XX/XXXX, I was sent home due to being high risk among this COVID-19 Pandemic. I called Shellpoint Mortgage Servicing and I was placed on a XXXX XXXX. I made several calls to them XXXX. Each time, I was told that I was on a XXXX XXXX. On XX/XX/XXXX, I called Shellpoint Mortgage Servicing about a payment that I was able to make online via their website. They NEVER applied this payment to my account. They HELD it. On the payment history page it clearly states " unapplied payment. '' During this XXXX XXXX, Loan Officer XXXX XXXX stated, " For your XX/XX/XXXX payment, send {$820.00} plus {$120.00}. In addition, she stated that my missed payments have been added to the end of my loan. Then on XX/XX/XXXX when I logged into their website, I did not have access to make a payment. It stated, " This loan has a legal status preventing online payments. '' I repeatedly called Shellpoint Mortgage Servicing and XXXX XXXX during the month of XXXX XXXX I call once a week, sometimes twice a week ). She now denies making the XXXX payment arrangement with me. She has refused to extend XXXX XXXX on my account. XXXX XXXX also tells me that I do not qualify for a XXXX XXXX. As of XX/XX/XXXX, Shellpoint Mortgage Servicing website, on my account, clearly states that " you are on a forbearance plan ... '' On XX/XX/XXXX, I called XXXX XXXX XXXX, to Request a Reinstatement quote. I was told it would take XXXX business day.
On XX/XX/XXXX, I called Shellpoint Mortgage Servicing, I spoke to XXXX XXXX and XXXX XXXX. XXXX XXXX said that she did not see a XXXX a Reinstatement quote. She said it would take days. XXXX XXXX stated an amount of {$7600.00} plus {$820.00} must be paid. I said that I didn't have that kind of money. Again I stated that I was on a forbearance plan. She said, " No you're not. '' A few days later, I called again, now XXXX XXXX gave me an amount of {$8900.00} must be paid by XX/XX/XXXX. Must be wired. She firmly told me, " Do NOT send money, it will NOT be accepted. It must be wired to XXXX XXXX. '' She provided my with the XXXX and Account numbers.
On XX/XX/XXXX, I called XXXX XXXX XXXX, spoke to Lai'nae and XXXX XXXX XXXX XXXX about this entire matter as mentioned above with Shellpoint Mortgage Servicing. And to discuss the letter that I just received from XXXX XXXX XXXX that states my home will be put up for sale on XX/XX/XXXX.
I also informed XXXX XXXX that I had the house appraised in XXXX and surveyed. Just found out last week, that the Deed is incorrect. The house is not XXXX XXXX lot, it was built across XXXX lots. The Deed needs to be corrected. I'm also looking into refinancing the house through my credit union. The family who sold me the XXXX lots must re-sign documents in order to correct the Deed of the XXXX XXXX.
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| 01/18/2020 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I filed a complaint against XXXX XXXX case number XXXX based on an error that XXXX made on my escrow account and request that I make up the error payment over 12 months. The result ended with XXXX agreeing to spread out on 60 months.
XX/XX/XXXX, XXXX sold my mortgage account to NewRez Mortgage. NewRez continued to charge the amount of {$2000.00} until they increased my payment in XX/XX/XXXX and XX/XX/XXXX, {$2400.00} that included the escrow amount that was not spread out. There are 2 years remaining of the 60 months from XXXX.
I am asking NewRez to spread out the escrow amount the was in error, the remaining 2 years so that I can afford to pay monthly. Below is a summary of failed attempts to resolve my issue of overcharged monthly amount, in order to afford payments. They do not want to refund the overpayment in XXXX or XXXX and charge the correct amount for XX/XX/XXXX.
I have called NewRez Mortgage company to follow up on my original complaint of overcharging my account XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On Saturday XX/XX/XXXX, at XXXX am ( after 42 minutes ) I spoke with XXXX XXXX in collections, who stated that NewRez company is not going to credit my account from XXXX and XXXX the amount you overcharged. She stated your escrow department will only begin to charge the correct amount starting XX/XX/XXXX. To summarize the issue : On XX/XX/XXXX, I emailed New Rez company the documents that support my escrow account to be spread over 60 months since XXXX. I was told from XXXX on XX/XX/XXXX, that the correct amount should be {$2000.00} and would be corrected once I send the letter from the Consumer Financial Protection Bureau. Then on XX/XX/XXXX, NewRez refunded my account the XXXX payment that was auto draft of {$2400.00} as oppose to the amount requested of overpayment of {$380.00} for XXXX and XXXX months totaling {$760.00}. On XX/XX/XXXX I followed up with a call to state I was refunded the total XXXX payment and was told the reason NewRez refunded the one month payment was that they were investigating and refunded my account while this was occurring. Thus, after not hearing from NewRez, I followed up again XX/XX/XXXX and spoke to XXXX XXXX.
My payment for the month of XXXX is now showing non payment of the incorrect amount and shows LATE. Due to the lack of cooperation with NewRez, I am submitting a formal complaint to Consumer Financial Protection Bureau to request consumer right by spreading my account over the 60 months that started in XXXX per XXXX XXXX account. I should not have to bear the burden with the two Mortgage company transactions that took place with NewRez purchasing mortgage accounts from XXXX XXXX.
Can you please help to resolve this issue.
Thank You, XXXX XXXX XXXX XXXX XXXX
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| 08/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Fees or costs after closing
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX XXXX XX/XX/2023 Shellpoint Mortgage Servicing Legal and Dispute Department XXXX XXXX XXXX XXXX, SC XXXX Subject : Dispute of Prepayment Penalty Amount Loan Agreement # XXXX To whom it may concern, I am writing this letter to formally dispute the prepayment penalty amount that was recently deducted from my loan payoff balance. As per my original loan agreement with XXXX and in accordance with Ohio state statute ORC Sec. XXXX, the prepayment penalty was to be calculated at 1 %. In correspondence with your closing company, you initially provided the correct payoff amount based on the terms specified in the loan agreement, which included a prepayment penalty of 1 %.
Subsequently, 10 days after closing, I was informed that the prepayment penalty was actually 3 %, and I was requested to remit the higher amount along with additional fees and interest.
I would like to emphasize that this discrepancy contradicts both the terms of my agreement with XXXX and the Ohio state statute. As a result, I request that the incorrect prepayment penalty of {$6800.00}, which was deducted from my loan payoff, be adjusted to the accurate amount of {$2100.00} in accordance with the original terms outlined in my loan agreement and the Ohio state statute.
I believe in resolving matters amicably, and I sincerely hope that we can come to an agreement on this issue. However, should we not be able to find a suitable resolution, I may have no alternative but to pursue legal action to recover the undue charges.
I would like to bring to your attention that I never agreed to or signed any documentation reflecting a 3 % prepayment penalty. The amount I agreed to, both in my loan agreement with XXXX and in compliance with Ohio state law, was 1 %. It appears there may have been a misunderstanding, error, or miscommunication that led to this discrepancy.
I am attaching copies of both the loan agreement provided by XXXX and a copy of Ohio state statute ORC Sec. XXXX for your reference. As you can see, the terms of the prepayment penalty are clearly outlined in both documents, specifying a 1 % penalty for each of the first XXXX years of the loan term.
If there are any additional documents or information required from my end to expedite the resolution process, please do not hesitate to inform me. You may contact me at XXXX or XXXX at your earliest convenience.
Thank you for your cooperation in addressing this matter promptly. I trust that this issue will be resolved in accordance with the loan agreement and Ohio state law.
Sincerely, XXXX XXXX XXXX XXXX XXXX Enclosures : - Copy of Loan Agreement with Kiavi - Copy of Ohio XXXX XXXX XXXX Sec. XXXX ( https : XXXX ) - Copy of the emails in regard to this issue
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| 12/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I called in on XXXX as instructed to schedule my Auto draft for XXXX payment as my forbarence was ending on XXXX. The rep at Shellpoint mortgage refused to except my conforming payment for the XXXX month as it needed 30 days to start the auto draft and instructed me to make the XXXX payment online. I did. I recieved a form letter confirming my payment was made and auto draft was in place with the wording If you wish to cancel THIS AUTOMATIC DRAFT SERVICE This confirmed my, based on the English language, that there was an auto draft payment plan in place. The XXXX payment wasnt drafted and when I returned to my primary residence on XXXX, I opened a delinquent letter for both of my mortgages that I have with Shellpoint, this calling immediately to make my payment for XXXX and XXXX and also being instructed now to set up auto payment online as they do not have the ability to do so for me. They would not remove the lates on record, but removed the late fees without asking as they said the letter was misleading. I also called in XXXX to verify the auto payment was set up. Additionally, I asked the rep to sign me up for email statements as I was having my mail forwarded to my up north residence and was not getting my mail. Documented with the post office. They took down my email and said no problem. What they did was take down the wrong email address. I never received a XXXX or XXXX statement that would have should me the XXXX bill was due on both mortgages. When I verified my email, I found out they wrote the number 4 instead of for on my email address of XXXX. They said they corrected it. I called back on XX/XX/XXXX to verify as I still have not received a statement and they said they recorded it wrong again, this time with a four and again said they corrected it. I called back and they finally said it was correct, however they do not email statements, that electronic statements only means that you ca go online to their website and view your statement, however a notice not statement will not be sent when the new statement is ready. News to me. Also, they said the text msg alert that I set up doesnt alert me of a late payment. I feel they made my transition from Covid cares forbearance to making my payments very confusing, to the point that a responsible effort would be difficult to understand their process. I have never been late on anything is close to 30 years of credit history. This is very damaging and a manager will not even speak to me. I have filed 2 complaints, they have not responded with any mail nor email regarding my outcome. They said it was online and I can find the answer in the portal. This is inconsistent with federal requirements regarding refusal to accept payment with an error complaint of a mortgage serviced.
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| 03/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My wife and I purchased a cabin on XX/XX/XXXX and got a mortgage through a broker. The loan was immediately sold to New Rez and all of the escrows collected at closing were transferred as well.
Due to the timing of the closing we were concerned that the bill for property taxes would make it's way to the mortgage company given the time it takes to update the county records. In an attempt to avoid a late payment of the property taxes which were due XX/XX/XXXX I called New Rez to explain the situation and give them the property tax bill and tried to ensure they would pay it. Below is a summary of the calls I have made to New Rez XX/XX/XXXX My initial call to New Rez, I explained to them my concerns about the property taxes being paid and the situation I described above. They informed me that it didn't look like our account was setup for escrow ( It was and we paid the initial balances at closing ), but that can sometimes take up to thirty days to show up in their system. They advised me to call back at the end of the month and send in the property tax bill. On XX/XX/XXXX I emailed them the property tax bill which the acknowledged receiving.
XX/XX/XXXX I called New Rez to verify that our account did have an escrow and they confirmed they had an escrow account for both property taxes and insurance. They also confirmed again that they received the property tax bill that I sent them and that it was scheduled to be paid in one to two weeks. Note that I can also clearly see on my mortgage statements that there is an escrow account with a balance ( more than enough to pay the tax bill ) and a portion of my payment is going to fund the escrow account.
XX/XX/XXXX I received a letter from the county that the property taxes had not been paid and that late fees and interest have been assessed. I called New Rez again, this time they seemed to be very puzzled and nobody had any clue on how to help me, they transferred me 4 times which lead to me being on the phone for 1 hour and 5 minutes before anyone would even talk to me. They assured me that the order was in to pay the taxes and that they would cover any late fees and interest.
XX/XX/XXXX My wife called the county to see if the taxes had been paid, they have not. She then called New Rez where they again acknowledged that a ticket had been opened XX/XX/XXXX and that they had received the tax bill but the ticket was still open. Despite our efforts we have not been able to speak to anyone that seems to know anything about our escrow account or how the property taxes should get paid. Nor have we been able to talk to anyone who even has a hypothesis on why our taxes have not been paid. They re-assured us that they would get paid and that New Rez would cover any late fees and interest.
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| 06/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Mortgage was taken over by NewRez in XX/XX/XXXX. I have no escrow account as I pay my taxes and insurance myself.
In XX/XX/XXXX, I switched insurance companies. NewRez asked for the new policy info. It was provided to them by the insurance agent but they showed no record so we resubmitted it in XXXX and they acknowledged receipt.
In XX/XX/XXXX, I received correspondence stating that they are creating an escrow account for lender-placed insurance due to their records showing no insurance. I figured they were behind in updating their records so I waited another couple of months. I received another notice in XXXX and decided to send them an email on XX/XX/XXXX asking them to re-check their records because the policy info had already been submitted twice.
In XX/XX/XXXX, I started receiving letters stating my mortgage payments were past due. I have my payments set up via billpay for the bank to automatically pay every month. I double checked my account and saw the payments were still going out on time as scheduled. I called NewRez on XX/XX/XXXX and had the rep verify that payment was received. He confirmed it and also showed that I make my own insurance payments. I hung up feeling like I finally got resolution.
In XX/XX/XXXX, I received a letter stating that we are behind on our mortgage payments and credit bureaus have been notified of my and my husband 's non-payments. Letter also mentioned they will begin foreclosure. Upon receipt of the letter, I emailed XXXX ( mortgage servicer ) asking for an explanation. I contacted the Consumer Federal Protection to file a report. This requires NewRez to respond. In their response, they explained they did not have proof of insurance from XX/XX/XXXX - this was when they took over my mortgage from another company and should have received that info from the previous mortgage company. They also explained the reason my mortgage payments are not current is because they have been applying my payments to the lender placed policy ( which costs {$8300.00} per year ) they started for me. They asked that I send proof of insurance from XX/XX/XXXX to XXXX which I did immediately and also asked for confirmation that my records are updated. I received no response.
In XX/XX/XXXX, I received a statement saying my loan is in default due to no payment. I called to find out about the insurance docs I sent and they explained that I should have sent docs to XXXX and that I should call back in a couple days for confirmation of receipt. I called back in a couple days and was told I need to wait for a letter.
Clearly NewRez and the mortgage servicer Shellpoint Mortgage are not in sync with their accounts or communications. I will be filing another complaint with the Consumer Federal Protection Bureau.
|
| 02/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
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After reporting this continual unfair, deceptive and abusive behavior from Shellpoint, Shellpoint just responded to CFPB, and not me personally by mail, a letter dated XX/XX/XXXX ( ATTACHED ) with my requested information on how they determined I didn't qualify for a modification. As you can see yourself by the response letter given there are many errors I will disclose that Shellpoint purposely " added '' themselves that is NOT accurate in order to disqualify me illegally.
In Shellpoints evaluation they have included 3 properties I no longer own as the bank foreclosed on them AND several modified loans they have the payments plus PITI that I pay with the amounts incorrect-much higher of course!. Therefore, I am formally Appealing this rejection of modification due to the fact that Shellpoint decided on their own to include invalid information even though this was disclosed to them when I submitted my documents for review.
I am Appealing their decision and asking again for them to cancel the XX/XX/XXXX sale date so that Shellpoint can do a proper review using factual numbers instead of them making it up. ISNT'T THAT A DUAL TRACKING VIOLATION? This is just one issue as Shellpoint continues to hold sale dates over my head WHILE IN REVIEW and for that matter during the entire modification process and Appeal period and refuse to give me the 30 days needed to respond, as I haven't even formally received anything back from Shellpoint on any of my disputes, or Appeals!
Also, just to allow the CFPB knowledge of how Shellpoint and XXXX XXXX XXXX operate, I called in every day to see where I stood with the Appeal I sent in ( that Shellpoint " lost '' for weeks then " found '' once I pushed and spoke with a supervisor who would actually LOOK for it and update my file ) along with the many disputes and Qualified Written Request to which Shellpoint COULD NOT AND HAS NOT GIVEN ME A FULL ANSWER WITH LEGALLY, RECORDED DOCUMENTS THAT PROVE VALID STANDING.
Also, no one at either company would tell me if my XX/XX/XXXX sale date was cancelled. I was left on my own to find out online at XXXX on XX/XX/XXXX hours after the purported XXXX sale time, that the sale date had been postponed until XX/XX/XXXX .... yet neither company would offer this information to me PRIOR to the XXXX XX/XX/XXXX sale date. I would think that the CFPB would call this DUAL TRACKING and uphold their own laws for the homeowners. I definitely consider this unfair, deceptive and abusive acts and practices, especially on a senior citizen as myself, XXXX years old in XXXX! They are targeting me unfairly and I am asking for the CFPB to protect me against these predators claiming to own my loan, provide me with answers to my requests and abide by the laws respectively.
|
| 01/02/2022 |
Yes |
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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I started having issues with the mortgage company, Shellpoint, in XX/XX/2021, my mortgage had been in forbearance due to covid. An extension of the forbearance was given in XX/XX/2021 through my contact agent for my mortgage, during this time my agent had offered for me to do a loan modification with Shellpoint before my extension would end by XXXX. My agent never told me I had to pay any certain amount or that my mortgage was late. When the papers for the loan modification were sent out, I chose not to go through with the modification because I wanted to refinance with another mortgage lender, signing those papers would have been a hindrance to me refinancing and I expressed this to my contact agent, he then told me that I would have until XX/XX/2021 to make a full payment of XXXX before they would have to report my mortgage account as past due. I chose to make the full payment amount to bring my account current around XX/XX/2021 and this was suppose to bring my account current before the extension period ended. In XX/XX/2021, after I brought my account current, XXXX reported to the credit bureaus that my mortgage account was past due from XX/XX/2021, which is untrue because I had gotten an extension from my contact agent in XXXX of 2021, plus I was still making payments while in forbearance but Shellpoint was holding these payments and not applying them to my account. When I contacted Shellpoint about these credit reports, my original contact agent all of sudden became unavailable and I have not spoken with him since the loan modification inquiry, instead I spoke with another agent who did not know why Shellpoint was reporting my loan late because it was paid up and in good standing and this particular agent said she would sent a note to their reporting department about my issue. Shellpoint in XX/XX/2021 yet again began reporting the account as current and then reporting the account as late in multiple reports, ruining my credit, and I have reason to believe they are doing this in an attempt to ruin my credit so that I am not able to refinance, my score went from XXXX to XXXX because of their false reporting, and leave them to go to another lender. None of these negative reports started until I expressed to my original contact agent that I was not going to sign a loan modification and that I wanted to refinance with another lender outside of Shellpoint. In XX/XX/2021, I had spoken with a supervisor at Shellpoint who advised me to make this complaint with the consumer financial protection bureau and with Shellpoint 's own complaint department. When I spoke to this same supervisor, she also told me that other people were calling about the same issue, so this seems like a practice that they frequently do to people.
|
| 07/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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|
My current mortgage company is NewRez. My loan number is XXXX. My current interest rate is 4.875 %. I had been receiving mailings and emails about refinancing the loan at a lower rate.
I initiated the process in XX/XX/XXXX. I was assigned a mortgage consultant XXXX XXXX XXXX # XXXX. At his request I submitted hundreds if not a thousand pages of financial records. Then when it came to finalizing the refinance Mr. XXXX would not return my calls or emails. I reinitiated the process in XX/XX/XXXX and reached out to NewRez. At that time they assigned a new consultant XXXX XXXX XXXX # XXXX to my refi. I lamented with Mr. XXXX my frustrations with Mr. XXXX and he assured me this time it would go much more smoothly. And for the first 2 days he was quick to respond. Just long enough to get my credit card # and advise that he was going to hold the info on file and would call me before running an appraisal on the property. I advised that due to very lown LTR I wanted to see if there was a waiver for the appraisal requirement. Mr. XXXX advised he would check and get back me. Less than 10 minutes after hanigng up with him i receive a notice that my credit card had been charged {$600.00} for an appraisal I had not authorized. I reached out immediately to MrXXXX XXXX but he would not return my calls. When he finally did, he acknowledged his mistake but stated he would 'make up for it ' by giving me a 1 % discount on the loan costs. I was a bit skeptical about this but wanted to finally complete this refi. I continued to reach out to Mr. XXXX to no avail. I was very frustrated and looked up the management team for New Rez. I first sent an email on XX/XX/XXXX to XXXX XXXX XXXX of the Service Dept summarizing my experience and request for some sort of resolution. When he did not respond I sent similar emails on XX/XX/XXXX to XXXX XXXX XXXX ( CEO ) and XXXX XXXX ( President ) in hopes I could get some response. None came.
After this, Mr. XXXX did call me back and apologized for being out of pocket. I was hoping we would finally finalize this process. Instead he asked me for more paperwork.
When I asked specifically what paperwork he needed, he stated the last XXXX years business and personal returns. This was paperwork I had sent over on XX/XX/XXXX!. I told him at this point that I was done. I was too frustrated to continue with him or with NewRez. I researched the company on XXXX ( should have done this before ) and saw numerous complaints of the same problem i was having. They would initiate the loan process and then just fall of the face of the earth. I told Mr. XXXX I wanted the {$600.00} credited back to my account. On XX/XX/XXXX he emailed that it was going tot take a few days. As of today, it has still not been returned.
|
| 03/27/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
|
|
on XX/XX/XXXX my account got tranferred from a mortgage company named XXXX which I was filing a law suite agaist them, for making up an escrow account and adding all my montly payment to that escrow account without my concent, and my money was sent and used to pay taxes on other property that had nothing to do with mine, .. i had to hired a lawyer by the name of XXXX to correct everything and it was a long process, untl he informed me that the company was declared bancruptcy, and I had lost more money as well as the attorney fees, so then my account was bought by shellpoint, basically XXXX XXXX transferred my account with only one payment that i had paid to previuos company and also with a balance amount that it was owe to me, and since then I have been struggling with this new company back and forth playing games with me, no oe seems to care or understand my fustration regarding my previous experience and now is a nightmare, I am living the same problem over again and this company is a disaster. I have spoken to several PEOPLE SINCE I FOUND OUT THAT I HAVE TO PAY THEM EVERYMONTH, WHICH I UNDERSTAND THAT IS MY RESPONSABILITY, BUT IF THEY DONT HAVE THEIR RECORDS CLEAR, I LOOK LIKE I AM BEHIND WHICH I WAS TOLD BY THEM TO WAIT TILL EVERYTHING GETS CORRECTED TO MAKE TE CORRECT PAYMENTS, WELL IT HAS BEEN 6 MONTH AND UNTIL TODAY ALL I GET IS HARASMENT LETTERS, DEFAULT LETTERS, THEY HAVE REPORTED MY CREDIT AND HAVE MADE MY ACCOUNT LOOK DELIQUENCY, AND YET EVERYONE OR SUPERVISOR CALLS ME THAT IT WILL BE CORRECTED AND I AM REALLY UPSET, AND DESPERATE IN NOT GETTING ANYWERE ... PLEASE I HAVE HISTORY OF PEOPLE THAT I HAVE SPOKEN, EMAILS I HAVE SENT, COPY OF CHECKS CASHED BY THEM, BUT MY SITUATION IS STILL NOT CLEARED AND CORRECTED, SO THIS HAD LED ME IN REPORTING THEM TO FEDERAL TRADE TO HELP ME RESOLVE MY PROBLEM SINCE ALL THEY DO IS IGNORE ME. ON XX/XX/XXXX. I PAID THEM A CK # XXXX FOR {$770.00} ON XX/XX/XXXX I PAID THEM CK # XXXX FOR {$770.00} ON XX/XX/XXXX I PAID THEM FOR XXXX, PLUS XX/XX/XXXX AN XX/XX/XXXX WITH CK # XXXX UP TO NOW IM UP TO DATE AND THEY KEEP BILLNG ME FOR {$5800.00} AND NOW ANOTHER BILL OF {$3400.00} WHICH DOS N'T ADD UP AND DON'T KNOW WERE MY MONEY IS GOING TOO.. MY ACCOUNT IS STRICTLY PRINCIPLE AND INTEREST ONLY! I PAY YEARLY TAXES AND INSURANCE DIRECTLY TO TAX COLLECTOR AND TO INSURANCE COMPANY TO INSURED HOME,, THE BANK SHOULD NOT WORRY ABOUT THAT BUT ONLY THE PRINCIPAL AND INTEREST. THIS IS NOT GETTING CLEAR ON THEIR END ... PLEASE HELP ME FIX THIS, ASAP THEY HAVE REPORTED TO MY CREDIT WHEN, WHENN I HAVE AN EXCELLENT CREDIT, THEY HAVE HARMED ME IN ANY WAY,, I PAY THEM AND THEY REPORT ME LATE AND DELINQUENCY WTH THEIR COMPANY, PLEASE MY NUMBER IS XXXX. MR . XXXX XXXX, FOR ANY QUESTIONS.THANK YOU
|
| 01/26/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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Web |
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Hi, my name is XXXX XXXX. I live in XXXX, CA. My property is XXXX XXXX XXXX, XXXX, CA XXXX. I have a very serious problem going on right now. I have a sale date scheduled for my home on XX/XX/2017. My servicer now is Shellpoint Mortgage Servicing, a division of New Penn Financial, LLC. My previous servicer was XXXX XXXX XXXX, XXXX ( XXXX ). I was under a loan modification review with XXXX and out of nowhere I receive a letter from Shellpoint Mortgage saying they are the new servicers while after receiving that letter I was still getting correspondence from XXXX for a very long time. I was very confused as to who was the real servicer was. That put me in a very bad stop because I never received goodbye letter from XXXX saying they have transferred my loan to another company. I was scared what if this Shellpoint mortgage was a scam company asking for my documentation.
Back when the crisis happened my business went down. I lost my job and my income. I could not pay my mortgage. After a while I got back up on my feet. Found a job, my income got getter and increased. But it was still not enough to pay my mortgage so I turned to apply for a loan modification with the bank at that time. I got approved, they gave me a trial period payment it 's a three payment process. I paid, but as soon as I made the 3 payments in a course of three months they sold me to another bank, that bank did the same thing three payments and then sold me. Now I 've been working with XXXX XXXX XXXX for over four years now. It 's always a game with them. I apply, send them all requested documents, wait send more documents, wait, then a sale comes up, I XXXX out, I XXXX, I give them everything and they still try to sell the home. I already am exhausting all my energy. I want to keep my home, I want to pay my mortgage but can not because I never get offered anything. How much longer will I have to wait and keep this going? 1 year? 3 years? Will I ever get a chance to pay my mortgage at an affordable monthly payment? A loan modification is supposed to help me but I ca n't even get an offer. I now have a Sale date that is scheduled for XX/XX/2017 and I 'm scared that they will sell my home after all these years trying and me and my family will be left out on the streets. I called Shellpoint Mortgage Servicing and they said they have received all my documents but they can not talk to me other than their legal team. I asked for them to give me the legal teams contact information they said that someone will call you in 5 business days. By that time my home will be sold. I need to talk to someone now. No one will talk to me and they said that I do not have a single point of contact. I believe they have and are violating my Homeowner Bill of Rights.
|
| 08/06/2023 |
Yes |
|
- Trouble during payment process
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Web |
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|
Shellpoint Mortgage Servicing sent me a first notice of default, filed on XX/XX/. The notice states that I failed to make my mortgage payments of {$2300.00} for the months of XXXX, XXXX, XXXX, XXXX, and XXXX XXXX XXXX totaling the amount to {$11000.00}. I was very skeptical about the amounts and months they stated I missed, but because I had 10 days to pay this amount, I didn't have time to look deeply into the amount they stated I owed. I had 10 days from XX/XX/XXXX XXXX which was XX/XX/, to cure the default. I sent a payment in the amount of {$11000.00} to Shellpoint Mortgage Servicing and they received it on XX/XX/, curing the default.
My lawyer spoke with me on XX/XX/, and informed me that she received a package from Shellpoint Mortgage Servicing dated for XX/XX/, that states " As of the date of this letter, your account is 3 payments past due, total amount of past due payments : {$6900.00}. '' My lawyer informed me that this is very strange because she received the Withdrawal Notice of Default and 3 days later, received a letter stating that I am 3 months behind. '' She informed me that this is not uncommon for Shellpoint Mortgage Servicing as they tend to add unexplained hidden fees. Explain to me how you all received {$11000.00} on XX/XX/XXXX XXXX XXXX curing the Default to now 26 days later I am 3 months behind owing {$6900.00} all in the month of XXXX.
After speaking with my lawyer, this is when I knew that Shellpoint Mortgaging Services was doing Fraudulent activity. I also checked my online statement dated XXXXXXXX XXXX and it states that the total past due is {$8800.00} in which you have included unexplained fraudulent legal fees for {$1900.00}.
I have sent my XX/XX/ XXXX Payment in the amount of {$2300.00} and I only owe for the month of XXXX. Even if you were to " hypothetically '' state that I am behind for XXXX and XXXX, the fact of the matter is that none of these numbers are adding up to my actual mortgage payment which is why I know Shellpoint Mortgage Servicing is conducting fraud.
These notices and false claims are very concerning. After looking up the reviews and negative complaints along with several lawsuit settlements from Shellpoint Mortgage Servicing addressing this same issue, I am very disappointed, and furious that my mortgage was transferred to this company.
I am requesting that Shellpoint Mortgage Servicing sends me a copy of all my payments that I have made since my mortgage was transferred from XXXX XXXX XXXX. I am also requesting a breakdown of the unexplained legal fee that was added to my XX/XX/, invoice, and a breakdown of all the unexplained fees that Shellpoint Mortgage Servicing has added to my previous invoices.
Enclosed I will be adding documentation.
|
| 10/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
We have a mortgage through NewRez and they require us to escrow our taxes and insurance. They have wrong tax information, have not responded to notice of error message and documentation that we have sent, and have not paid our, now overdue, property taxes. I called on XX/XX/XXXX and explained the situation to several representatives and sent the following message to the email address that was provided to me.
To Whom It May Concern, This letter is in regards to a property tax error. Our property taxes are due tomorrow, XX/XX/XXXX, in the amount of XXXX. However when I checked with the town treasurer she said that the taxes have not been paid yet. I called and spoke with several NewRez customer service people and they said that my account shows my taxes are not due until the XXXX of XXXX in the amount of {$2600.00}. So both the payment due date and amounts are incorrect. Please see the attached tax bill.
Please pay this bill ASAP. The customer service rep also said that any monetary penalties, which there will be some because it will be late, will be paid by NewRez and not out of my escrow account. Please confirm that this is correct.
I would also like written confirmation that you have received this notice of tax error and that the taxes have been paid. In addition, please correct the date and amount of tax due for the month of XX/XX/XXXX.
Our loan number is ____________ Property Address ____________ Thank you and I'm looking forward to hearing back, _____________ As of yesterday, XX/XX/XXXX we had not heard back from NewRez, nor have our property taxes been paid. So we called again, waited for over an hour to speak to a represented, and were told they have a record of my previous call and email They said the issue was under investigation. The representative wouldn't give me his name for reference, only said the conversation was recorded if it needed to be referenced. No number or code to document the call on our end and only would give the loan service email address that I sent my previous email to.
In addition, when I log into their webpage I only get a blank page and can not see my account information. I brought this concern up during the first phone conversation and the representative assured me that she could see my account information and that I should able to see it - but I can't!
At this point there are no real answers or resolution and my taxes are not paid. We have always paid our mortgage on time and this is not acceptable from NewRez. We have spent hours dealing with this concern and it is something we shouldn't have to even think about - isn't that the whole point of an escrow?! NewRez is in violation of their contractual duty.
Please help us get this resolved ASAP!
Thank You.
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| 12/08/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
Older American, Servicemember |
|
XXXX XXXX XXXX XXXX XXXX XXXX NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX. Send email stating they did NOT receive mortgage payment when the company was called called regarding emails company employees responding to concern state that they NEVER received XX/XX/XXXX, payments and more.
Our bank XXXX XXXX XXXX was contacted regarding the payments showing that in fact NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXXDID receive payments, however NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX. Falsified where they posted the payments to falsified statements they quote ' NEVER RECEIVED PAYMENTS ' regarding our VA mortgage account After you log in to their web page i.e., et al., etc., https : //signin.newrez.com/signin/myaccount AFTER you make payments states ' Congratulations ' YOUR PAYMENT WAS RECEIVED however the company NEWREZ LLC DBA , SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXX XXXX XXXXXXXX. Never posted correctly on account and list the mortgage payment and escrow payments as quote ' SURPLUS ' after sending numerous emails alleging never got payments in XXXX alone the folling payments were made XXXX accounts XXXX myself XXXX my daugthers paid to AFER sending emails they never received payments NEWREZ LLC DBA , SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX NEWREZ-SHELLPOIN HIST RTN XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} XX/XX/XXXX NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} XX/XX/XXXX NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX XXXX XXXX XXXX {$870.00} - - - XX/XX/XXXX NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} ESCROW ADDITIONAL PAYMENTS XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX XXXX XXXX XXXXXXXX XXXX {$230.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX XXXX XXXX XXXXXXXX XXXX {$200.00} After you click links on their web page under payments it listed payment as quote ' SURPLUS ' same issue with escrow payments not being posted accurately to account same with escrow payments AFTER receiving notices from company that they quote need payments for escrow the loan is FULLY AMORTIZED VA LOAN, and more issues regarding mortgage fraud on behalf of this company https : //signin.newrez.com/signin/myaccount , NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX.
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| 12/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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The mortgage on my property in XXXX, Oregon was originated by XXXX XXXX XXXX and subsequently servicing on the loan was transfered to Newrez/Shellpoint in early 2021. The property is in a flood zone and flood insurance as well as homeowners insurance was in place on the property at the time of origination ( and is currently in force by the same insurers ), the premiums on which are paid via an escrow account on this mortgage. All payments on the mortgage have been paid as scheduled. In late XXXX and early XXXX, 2021, I began receiving notices from Newrez indicating that the property was uninsured, that force placed insurance is ( and in one notice had been ) placed on the property. Checking with my flood insurance agent, I discovered that the premium had not been paid and the premium was overdue. To prevent a lapse, I made the premium payment directly and had the insurance agent send a notice of premium paid and declaration page sent by email to Newrez ( copy attached, dated XX/XX/2021 ). I called Newrez at that time and told them that the premium had been paid by me and that a receipt had been emailed ( to an email address they had supplied me on a previous call to discuss this issue ). Subsequently, I received a notice from Newrez that they paid the premium for flood insurance directly to the insurance company on or about XX/XX/2021. The insurance company verifies receipt of the premium and will issue a refund to me sometime toward the middle of XXXX. In addition to the issues with flood insurance, Newrez has sent notices regarding non payment of the premiums for homeowners insurance, which can be seen on the attached notices. In conversations with Newrez at the first part of XXXX, they promised letters to me, stating that all insurance matters have been cleared. To date, I have no such letters. Newrez told me that they had mailed on three occasions starting in late XX/XX/2021, a checklist related to the flood insurance to my insurance agent and that the checklist had not been returned ( they indicated that the insurance would not be considered in force until they had that checklist in hand ). I asked about the address Newrez mailed the checklists to and pointed out that they neglected to include the po box number for the insurance agent ( which appears on all correspondence from the insurance company I can locate ). Nearly two months have elapsed since there was an indication of an issue with this escrow account and no full resolution is evident. I have no confidence that this account will run as it should going forward and I would like a full and complete dated accounting for my records, including confirmation that correct addresses and email accounts are in file and all issues are satisfied.
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| 10/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
|
On XX/XX/XXXX, I submitted complaint number XXXX to the CFPB regarding the servicing of my mortgage loan by Shellpoint Mortgage Servicing and the handling of my escrow account.
That complaint was a follow-up regarding ongoing issues that were addressed in CFPB complaint number XXXX, which remain unresolved.
My mortgage is coming off of forbearance and will be due for the XX/XX/XXXX payment. Shellpoint has not provided any information on the deferral of all back payments.
Additionally, the company has to date, refused to provide an up-to-date escrow analysis and a breakdown of what my mortgage payments will be with the escrow shortage spread out over a 5 year ( 60 month ) period.
It appears that they are attempting to ensure that I am in default and therefore subject to foreclosure. In my last complaint I requested a complete transaction history from inception. Shellpoint 's response was that they do not have any history prior to XXXX. If this is true, Shellpoint has no basis for determining what has been paid or what is owed on my mortgage.
As stated in my prior complaints : On XX/XX/XXXX, I sent the attached letter ( Qualified Written Request " QWR '' ) to Shellpoint Mortgage Servicing which was completely ignored. Under the law, Shellpoint was required under Section 6 ( e ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ), to confirm receipt of the letter within five ( 5 ) business days and respond with an answer within thirty ( 30 ) business days. On XX/XX/XXXX, I sent a second ( 2nd ) letter to XXXX XXXX, the COE of Shellpoint Mortgage via FedEx. ( see attached letter dated XX/XX/XXXX ). To date Shellpoint has not resolved the issues. I will be resuming payments on XX/XX/XXXX and have not been informed of the : 1. ) Total amount that is being deferred and total amount owed on my mortgage including all deferred amounts. 2. ) The terms of that deferral, whether it be a recast changing the maturity date or a balloon payment- To be clear, I want a complete written breakdown of my loan, the amount owed, the amounts ( all amounts ) deferred on my loan ( past & present ). 3. ) An accurate and up to date escrow analysis as of XX/XX/XXXX - Including evidence of any and all expenditures listed as escrow advances 4. ) A written copy of the servicer 's guidelines ( from the investor ) that clearly shows that escrows can not be included in deferrals. 5. ) A complete written explanation of what can be done with escrow shortages again, from the investor ) 6. ) A payment breakdown that includes my current monthly payment with taxes and insurance ( based on an up-to-date accurate escrow analysis ) AND A breakdown of what the escrow shortage payments will be over a 5 year period.
|
| 08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We applied to refinance our existing mortgage loan with New Rez on XX/XX/2020. ( NewRez is the current mortgage holder. ). We were sent an email on XX/XX/2020 stating the loan had been approved, and additional documents would be needed to finalize the loan. Prior to approval the appraisal had been completed, financial documents supplied etc. Our originator estimated we would close in XXXX and our savings would be about {$300.00} a month with first payment being XX/XX/XXXX. The problems began during the processing portion. When asked to provide anything additionally we did so within 24hrs. The mortgage company would go weeks without responding to my requests for updates and then ask for duplicate information or no information at all. I had to constantly call or email and copy multiple managers to get any response from the company regarding the status of my refinance. I finally grew frustrated with the lack of response and totally disorganized service from the mortgage company. The loan processor seemed to be starting over with no knowledge of our loan situation and requesting duplicate information. On XX/XX/2020, I emailed the loan processor ( XXXX XXXX ), copied the loan originator, and copied a manager ( XXXX XXXX ). I told them I wanted to respectfully ask for my original appraisal to be returned so I could go to another lender to refinance. I immediately received a phone call from a different manager who asked me to give them 2 weeks to close the loan. I happily said yes, please close! I also asked for a different processor who was more organized. The company complied and all seemed well. I provided additional documentation. Again however the processor communication has gone XXXX. Her voice mail is full and she has not responded to my emails since XX/XX/XXXX. In her last response to me on XX/XX/XXXX she confirmed I had provided all necessary documents and they were waiting on condo document approval.
This long unorganized process has cost us time and money. The inability to reach anyone is very frustrating. I am concerned because we have provided confidential financial information regarding our personal finances and my husband 's business. Social security numbers, bank account statements and so much private information has been entrusted to this company and multiple individuals within. I am very concerned about the integrity of the company and the risk of information in the hands of so many people, not to mention our monetary loss with the delay. This company seems so disorganized and incompetent. I have had a career as a lender with a bank in the past, I have financed multiple properties over 30+ years and this is the most unprofessional and disturbing financial encounter I have ever had.
|
| 08/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We have been attempting to obtain a partial release from NewRez/ShellPoint Mortgage since XX/XX/XXXX when we faxed in all the requested partial release documents to NewRez/ShellPoint. Over the past year we have attempted to get status on the partial release in which NewRez/ShellPoint would give conflicting information or have no updates at all. We have spoke to customer service management on 12+ occasions and customer service on 25+ occasions. Customer service and customer service management is reporting they are not able to get any response from their internal partial release team. Customer service management has left voice mails for the partial release agent ( XXXX XXXX ) assigned to our request and her her supervisor XXXX without any response. We have filed 6+ internal complaints with NewRez/ShellPoint Mortgage via customer service and customer service management that have gone to no avail. Customer service reported that an escalation representative will call us back with 24-48 hours of each complaint and we are yet to receive a single call for any of the complaints filed. On XX/XX/XXXX, NewRez/ShellPoint Mortgage reported that we had submitted all the required documentation and that NewRez/ShellPoint would begin the partial release review. I called back in on XX/XX/XXXX in which Customer service management sent an email to XXXX 's supervisor with no response. On XX/XX/XXXX I spoke with customer service and had no status and filed another internal complaint on our behalf. Again we never received a call back from NewRez/ShellPoint Mortgage. On XX/XX/XXXX I spoke to customer service management again but they again had to status update on where the partial release request was. This day customer service management was attempting a live phone hand off to partial release supervisor XXXX but I was forwarded to Voice mail. I left a voice mail requesting a call back but never received a call back. On XX/XX/XXXX I spoke to 3rd level of customer service management XXXX XXXX and also attempted to contact the internal partial release team again with no response. XXXX XXXX ask that I wait until XX/XX/XXXX to get a response from the partial release team before escalating further. Per XXXX request on XX/XX/XXXX I called back in and left a voice mail message on XXXX voice mail. About 3 hours I called XXXX XXXX back because I had not relieved a call back. Brain was un-available but reported via customer service representative XXXX XXXX that he would call me back " shortly ''. I still have not received a call back. Most of the documentation I have contains very personal information including loan numbers and other sensitive data. I can provide in a secure manner if needed.
XXXX XXXX XXXX XXXX XXXX XXXX
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| 01/28/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
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Complaint against mortgage holder Shellpoint Mortgage.
Mid-year XXXX I was granted a forbearance. In XX/XX/XXXX I lost my job due to COVID and though I tried to make the monthly payments, to which by the way were always done on time before the COVID pandemic, it just became impossible.
The government then helped with the additional {$600.00} of unemployment at which time I scheduled a payment in XX/XX/XXXX. This payment was for two months in the hopes that the following months I would be able to repay the three months missing. I was then two months behind.
XX/XX/XXXXXXXX ACH Electronic Debit NEWREZ-SHELLPOIN ACH PMT XXXX Because I had made a two-month payment, someone in your company reached out letting me know that they would put the two months left at the end of the loan granting me with a forbearance. When this option was presented to me I asked, " if things don't get better through this pandemic and I am again not able to pay the mortgage, can I qualify again for another forbearance? '' The answer was a strong 'ABSOLUTELY ''.
I went ahead and made the XXXX payment XX/XX/XXXX ACH Electronic Debit NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX Then unemployment stopped the additional {$600.00} putting millions of people in financial trouble.
I requested another forbearance through your website. I started calling as well. I have never been in this type of situation. Many of the times I called I would be sent to voicemail letting me know that they could not answer and to please try again. I did, unsuccessfully. I started leaving my name and number along with the loan number for someone to call me back ... ..NOTHIING.
At the end of XXXX, I was finally able to talk to a gentleman who informed me if I paid three months at the same time the rest of the months would be put back at the end of the loan. As difficult as it was, I was able to make the three months payment for a total of {$9300.00} This gentleman lied to me because he never did what he said he would.
I continued making the timely monthly payments after XXXX all the way to the sale of the property.
My loan was assigned to XXXX XXXX XXXX. She seemed to have understood and cared. First thing she said was " if you were told that after paying three months at once you would go into forbearance with the other months, they SHOULD have kept their promise She also mentioned she could not understand why this was happening since I was making my monthly payments on time. We started working on a payment plan which we finally agreed on in XX/XX/XXXX at which time Shellpoint Mortgage reported me late.
The new increased payment was effective in XXXX, and they continued reporting me late. This time for XX/XX/XXXX and following months XXXX.
|
| 01/15/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
There have been numerous problems and questions I've tried to get answers to with a legal aid service locally. I've not been able to get answers and I'm now coming to you as my last resort. I went through a divorce from XXXX to XXXX. I was awarded the home in the decree. The mortgage at that time was with XXXX. The balance was less than {$30000.00}. When the load XXXX was done in XXXX, unbeknownst to me when agreeing to it, the balance ballooned to {$50000.00}. No explanation or detail was given to me at that time. Since that time the mortgage was sold to XXXX, then XXXX, then New Rez and currently with Shellpoint. I've questioned each time the balance was transferred, it didn't seem to coincide with what it should be. In XXXX, I finally got an assumption to remove my ex-husband from the mortgage and a new loan XXXX to remove him from the mortgage. I thought at least that part was behind me ( but not the balance issue ). When the mortgage was transferred in XX/XX/XXXX, I discovered that the XXXX was split between my ex and myself. My attorney at legal aid requested they send me a corrected XXXX which they never have. I did receive a letter from New Rez stating his name was taken off, but I'm not sure that is true. I also was told at XXXX time that he was still financially responsible even after I assumed the mortgage. I have my account set up online to make payments and to watch the account. Also when the account went to New Rez, they had documents online concerning the transfer. At that time, I found they mysteriously had fees listed which there should not have been any after the loan mod. No explanation has ever been given for those to myself or legal aid. This has kept me from making any additional payments to bring my balance down. The fees listed are much older and some prior to the divorce!!! In addition to that, I can not see the account activity at all, I try to add my phone number as a contact and after I submit it shows until I refresh the account and it's gone. Lastly, I've spoken to a representative within the last 2 months about these matters not available and she made a comment that my account is not fully set up!! This all leads me to believe that somehow my ex is still on the account which after the assumption he should not be. I feel I've been conned and cheated by these horrible companies. I've read all the reviews of each of them and they all make my skin crawl. I've tried the only legal route I can afford to no avail. My home is all I have and right now, that is even in question. I know this is a lot but I'm so frustrated and tired of dealing with deceptive practices. If needed, I have statements from XXXX that shows there were no fees at time of transfer to New Rez
|
| 12/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XXXX is not doing their job and will not provide return phone calls nor provide customer status. I began shopping for a refi/cash out loan in XX/XX/XXXX with several lenders that I had already qualified with prior to having the conversation with NewRez. In fact, I already had my home appraised and appraisal in hand. The loan officer I spoke with appeared to be professional and knowledgeable, along with having a pleasant personality. He advised they had same product I was interested in which was XXXX my current conventional loan into a FHA loan in order to qualify for cash out I was up front with seeking out of this transaction. With those factors in mind, I moved forward with signing my loan intent on XX/XX/XXXX and it is now XX/XX/XXXX. I was advised that expectation for closing would fall near or around XX/XX/XXXX due to the overwhelmed market handling of refis. I thought that was fair and transparent with having the up front communication. Nearing XX/XX/XXXX, I began making calls to my loan officer and did not receive a return call or response to my emails also sent. I escalated to loan officer supervisor and when no return call then escalated to loan officer 's manager. The next day XX/XX/XXXX, I received a return call from the loan officer supervisor who advised that my loan hadn't been assigned to their UW and he would escalate. They had my completed paperwork for 3 months and it had been sitting untouched this entire time! I was advised they only assign on Mondays and as my call was on a Tuesday, I would have to wait for the next week to hear from the next person a junior processor to contact me which was on XX/XX/XXXX. That went pretty smoothly, except then I get a message on XX/XX/XXXX in their portal it indicated I need to have my foundation certified and then the message disappeared on XX/XX/XXXX. Again, I made several calls trying to confirm what was needed and advised my file would need to be assigned to a processor to advise as the junior processor nor my loan officer could direct me on what was needed before I went out and hired my own engineer. On XX/XX/XXXX I had a processor assigned confirming the engineer certification needed and completed same day with report provided to NewRez on XX/XX/XXXX. Up to date here on XX/XX/XXXX, the status indicates pending review of the engineer report. I began making calls to the processor and my loan officer last week on XX/XX/XXXX and again today XX/XX/XXXX with no return calls. This by far has been the worst customer experience in my lifetime and no one is stepping up to be accountable or responsible to ( 1 ) do their job ( 2 ) manage your employees ( 3 ) give a care about your customers. I am already an existing customer as well.
|
| 01/06/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
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New Rez purchased our mortage from our previous lender in XXXX. Our outstanding balance is currently under {$11000.00}. We received a letter dated XXXX XXXX XXXX in the mail on XXXX XXXX XXXX stating it was our " second and final notice that New Rez didn't have a copy of our hazard insurance and they planned on buying insurance for our property at a cost of {$2800.00}. '' This was the first letter we had received and we received it 11 days after it was dated which seems suspect. Upon opening, we immediately uploaded both our HOA and personal insurance on our property to XXXX XXXX XXXX XXXX XXXX XXXX as requested. Our insurance policies have never lapsed. After uploading our insurance documents to the XXXX website as requested, we did not get a confirmation number or email, but a comment telling us that they'd let us know if there was an issue with transmission ( this seems odd ). We never heard there was an issue with our transmission so we assumed they got what they needed. However, I was very bothered by this threatening letter so I tried to email them that evening. They didn't have an email but a form I could fill out on their website so I filled it out letting them know we'd always had insurance, that we received one letter in the mail on the XXXX and had uploaded the documents. I asked them to please follow up and let me know they got our insurance documents as we were not going to be paying for insurance they purchased and never needed. I never received a follow-up from New Rez. Today, XXXX XXXX XXXX we received a letter dated XXXX XXXX XXXX stating New Rez has bought insurance for our condo and will bill us for it. Again, we received their only letteXXXX XXXX XXXX and uploaded the documents to their third party website. There is a phone number on the letter so I plan to call them on Monday as their office is closed but I am very upset. This company seems incredibly dishonest. In fact, I read another complaint from another customer where this same situation happened. It also appears there are many class action lawsuits against them. I login in to New Rez 's website at least once a month to pay our mortgage and the request for insurance never showed up on their website. They never called or emailed us. Instead, we got one letter in the mail 11 days after it was supposedly written letting us know it was our second and final notice to provide proof of insurance before they buy insurance and bill it back to us. Upon receipt of the letter, we did exactly what they asked of us and now they have written to tell us that they've purchased {$2800.00} insurance on our remaining {$10000.00} loan and will bill us for it. This is not reasonable but egregious. Terrible dishonest company!
|
| 01/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My mortgage was sold to XXXX XXXX dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX, SC XXXX ( XXXX ) XXXX from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX in XX/XX/XXXX.
At this time my spouse and I were going through a divorce. I ( XXXX XXXX XXXX ) was awarded the home by the divorce judge and told I needed to remove my ex-wife from the mortgage ASAP. At that time my mortgage was still owned by XXXX XXXX XXXX. I had talked to XXXX XXXX XXXX and they said they would do an assumption or a novation to remove my ex-wife 's name from the mortgage..
Next thing I know is XXXX sells my loan to Shellpoint. I received a letter from XXXX stating the loan was sold, but that everything would remain the same except where and who I send my payments to.
Well, I talked to several representatives at Shellpoint and they said they won't do the an assumption or a novation of the loan even though I had been promised by XXXX XXXX XXXX that they would do it. XXXX had " no problem. We can do that for you.
But, Shellpoint refuses to do it as promised by XXXX XXXX XXXX.
In fact, I contend that Shellpoint has fraudulently and purposely dragged their feet when processing 3 of my monthly online payments ; therefore my credit report now shows 3 late " mortgage '' payments which makes it impossible for me to refinance the home loan which is the only other alternative way to remove an ex-spouse from a mortgage loan. Shellpoint knows that a consumer will be unable to refinance either with them or another lender and intentionally makes a payment or more " late '' so you are forced to stay with them. I have no " late payments '' they are lying about!
The other fraud they are doing is they are stealing my payments! ( SEE ATTACHED ) I have been mortgaging this home now for over 17 years. The first 13 1/2 years of monthly payments were " interest only '' and escrow payment. The interest on the original 25 year loan was met years ago! But, look at my Shellpoint payment history. Look at it! For 10 months I have made my monthly payment of {$800.00}. That's {$8000.00} and not one red cent is being applied to the principal! Only towards the escrow. Where is this money going??? When I call to ask those questions, I always get transferred on the phone and then I stay on hold forever. They never pickup the phone. They never help! WHERE'S MY MONEY? I bought his home for {$100000.00} in the year XXXX. So, in 17 years I paid these lenders over {$190000.00}! Almost twice the price of the original purchase price already! But, somehow I still have a principal balance of over {$120000.00}! It never goes down! Doesn't make any sense. Plus, my payments ( over {$8000.00}! ) Only goes to escrow. Where the rest going?
|
| 04/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2020 you provided a payoff on this account good through XX/XX/2020. The account was paid in full on or around XX/XX/2020 by the new lender, XXXX XXXX. The payoff included interest to XX/XX/2020 in the amount of {$1300.00}.
On XX/XX/2020 I called and asked to have auto-pay cancelled so the payment due XX/XX/2020 would not be drafted at the instruction of my new lender.
On XX/XX/2020 you drafted the payment due XX/XX/2020 in the amount of {$1800.00} despite my revoked authorization to do so.
On XX/XX/2020 I called and was told the account was drafted in error and the payment would be immediately returned.
On XX/XX/2020 I still had not received the drafted payment refund so I called again to inquire.
First, I was told that I would receive two checks. The first was an escrow overage in the amount of {$1600.00}. The second check in the amount of {$1300.00} would be for the principal portion of the payment drafted on XX/XX/2020. When I asked about the difference from the amount drafted ( {$1800.00} ) and the second refund check ( {$1300.00} ), I was told the difference was applied to the escrow balance and that amount was included in the escrow refund check ( {$1600.00} ).
When I asked for more clarification on this, including the escrow balance previous to the XX/XX/2020 payment, I was put on hold and the representative spoke to a supervisor in the escrow area. I was then told that the unapplied disbursement check in the amount of {$1300.00} was for a payoff overage and was not related to the payment drafted on XX/XX/2020. The representative informed me that the payoff we were provided on XX/XX/2020 was based upon the assumption I would make the XX/XX/2020 payment.
I informed the representative that the payoff included interest to XX/XX/2020, in the amount of {$1300.00}, and that the per diem amount shown on the payoff is {$25.00}. This would equal 52 days of interest, which would make the XX/XX/2020 payment unnecessary as it was already included in the payoff. Additionally, I reminded the representative that the XX/XX/2020 draft was unauthorized and that on XX/XX/2020 I was promised a full and immediate refund.
At that time the representative informed me that because the loan was closed he did not have access to all the information he needed to assist me with my requests. He referred me to this email address for more information.
At this time, I request that you refund the payment drafted on XX/XX/2020 in the amount of {$1800.00}. I also request a 12 month payment history, an escrow detail for the past 12 months, and the amount and date the payoff was received, the amount and date the payoff was applied, and an accounting of how the payoff funds were applied.
|
| 08/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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In XXXX I missed a payment due to me and my family having XXXX and the daycare being shut down. My XXXX daughter ended up in the XXXX with it. When Newrez reached out to me I said that I could not pay at the moment and explained why. The representative said nothing but asked when I would be able to make a payment. A couple weeks later, going into the first week of XXXX the money was in the bank but it wasn't automatically withdrawn as it usually would be. I then spoke with them again and said I thought it would be drafted as pre usual. The representative told me that if you miss one payment it won't draft again and won't let you do automatic drafts for at least 6 months. I apologized and said I was not aware. I then explained again why I was late in the first place. That representative also offered no plans or anything. As of XXXX the 30 day late from XXXX hit my credit and dropped my rating about 100 points. So I reached out to the company saying that I'll pay the late fee ( which I did ) and any other fee that they might require and if they could remove the 30 day late. They said there was no one to talk to and that I had to email " loan servicing ''. To which I did on XX/XX/XXXX. They never replied or sent me anything, just an automatic reply that said someone would get back to me in 2-3 business days. I had to call back a few times throughout the month to ask what an update was, one young lady said I see it is in review on but maybe you should send some documentation, I said ok what should I send? She replied with, " whatever you have that could help ''. I said this is why I need to speak to them and she replied with, " unfortunately that departments only communication is through email '' Finally this week after I called again, they regular representative read in the notes that said that they will not take the 30day late off because it was not their fault and that I could have reached out to ask what option I could have. I explained to the representative that I explained my issue to XXXX separate people and nothing was offered. They said I could dispute through email again and I replied that no one emails me back and they said, well they will most likely not budge. I asked to talk to someone from the department because it was the only one I have and they said I could not talk to anyone and to send an email but it was probably not worth my time. I am now sending more emails as well. I have not deferred my payments or had any other issues. I pay on time and when I explained what was happening, no one offered any help but now want to punish me for not asking. As well as never responding to my emails but only allowing me to speak with people that have no authority to help me.
|
| 03/30/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
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We hired a realtor to handle all aspects of this transaction and currently, have a contract pending to sell our home as a Short Sale. Closing date of XX/XX/XXXX. Shellpoint Mortgage Servicing sent our agent the 'Agreement to Release Collateral Interest ' stating that Shelllpoint obtained approval to release interest for the amount less than the total due on loan. The terms did not include a 'waiver of deficiency ' or statement waiving the right of the investors or Shelllpoint to collect that deficiency in the future. Because of the future liability, we contacted Shellpoint to request modification of this agreement. I was notified that by my agent that he was not able to get in touch with XXXX, the representative handling our file. I left various messages for XXXX with no callback. I spoke with several representatives ; XXXX a CSR stated ; " We would not be liable for the deficiency and that the verbiage is never written and customers always question the verbiage. She assured we were not liable and we were good to go ''. I asked this to be put In writing and I was transferred to XXXX voicemail.
I also spoke with XXXX, XXXX, and XXXX. On XX/XX/XXXX I was transferred to XXXX in Loss Mitigation, who confirmed the Agreement to Release Collateral Interest to be incorrect and an error on their part. He stated a new Agreement to Release Collateral Interest would be drafted showing that the debt considered fully satisfied for less than the amount due and with no remaining deficiency balance owed. The last paragraph of the agreement, regarding any collection of the remaining balance due and owing, would also be removed.
On XX/XX/XXXX I contacted Shellpoint to inquire on the status of the newly drafted agreement. I spoke with XXXX who confirmed the agreement was written and sent on XX/XX/2017. I requested that she fax it to my agents who in turn emailed the agreements to me. Surprisingly the agreements were not modified as discussed. In fact, the only thing that did change was the date. My agent contacted ShellPoint mortgage and spoke XXXX who informed him that the agreement was a legal document and could not be modified. Apparently, we are getting the run around from this company. Per the agreement, we have to close by XX/XX/XXXX. I am unable to get anything accomplished with this company. The agents I hired to handle this transaction, and I have been getting the runaround with no resolution.
My wife attempted to call today XX/XX/2017. She spoke with XXXX who transferred her to Loss Mitigation, XXXX. Again he was unavailable but was working. Per XXXX, she directed my wife to contact the Manager XXXX who could be reached via the XXXX # ; my wife left a voicemail for XXXX, once again.
|
| 11/18/2016 |
Yes |
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- Loan modification,collection,foreclosure
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|
Web |
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My situation started XX/XX/XXXX when I finally separated and moved out of the house, during this time I provided a total of XXXX mortgage payments, some of which where directly debited from my business account. Because of issues with my ex wife signing check out of the account without authorization, I came to an agreement of providing her with monies for the mortgage and needs for my kids. Mortgage payments never made it to XXXX and instead I found out later by my daughters that the house was going on foreclosure by the somewhere around XXXX XXXX. I contacted XXXX immediately and told them of my situation and ask for help. I was then contact by an organization Located in XXXX XXXX MN that stated needed my signatures for a modification being sought by my ex wife. I attended the place and signed paper work, but I never heard from them again. It was then XX/XX/XXXX, when I contacted XXXX again to find out, whether a modification had been done or what the status of the property was?. I found out that my ex wife was going trough bankruptcy, that the foreclosure process was not possible until some legal terms where met, I told XXXX many times I was not in bankruptcy, but again they say there was nothing to do but wait, however, they say to apply for a modification, which I did the XXXX. I did apply 3 times XX/XX/XXXX as paper work was either incomplete and or wrongly filled out, same happen in XX/XX/XXXX 4 times and XX/XX/XXXX 3 times XX/XX/XXXX 1 time. now XX/XX/XXXX is about to end the house is being sold on XXXX XXXX XXXX by the sheriff as I understand and many tries after trying my best to modify this loan I will loose a house I always intended to keep. I explained XXXX, Resurgent Mortgage and Shell point mortgage, to please give me a viable path to catch up, to put the existing debt on back of the loan, anything other then t=come up with a huge amount of money to bring the loan current. The most frustrating information on this case of mine is that I was never denied until the year XX/XX/XXXX, because I simply make to much money. I have a hard time understanding this process, being able to make payments disqualify me? being able to provide and be responsible takes me out of the favorable result of a modification. I have counted at least 17 time that I have tried for a modification, one single time of those I was denied for the reason already mentioned, this have to be a unique case? a single out case? or I do n't know what to call it. Please I bag like I did form the beginning, give an opportunity to keep my house and to work together with the bank to find a favorable solution to this modification, for me to be able to provide a roof for all my love ones that depend of me.
|
| 10/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
This complaint addresses the calculation of interest charges that NewRez, LLC, has imposed upon the unpaid principal balance of my home mortgage loan ( NewRez Loan No. XXXX ) since XX/XX/XXXX. As a prelude to the information I am providing herein, please be advised that I filed a prior complaint ( ID No. XXXX ) with the Consumer Financial Protection Bureau for interest charges that were errantly applied to my account between XX/XX/XXXX, when NewRez began servicing my home mortgage loan, and XX/XX/XXXX. This prior complaint was satisfactorily resolved and documented in a letter NewRez sent to me, dated XX/XX/XXXX. NewRez included a Loan History Statement with that letter, stating that my unpaid principal balance, as of XX/XX/XXXX, was {$10000.00}, which was consistent with my own calculations.
Since XX/XX/XXXX, I have made regular monthly ACH principal plus interest payments of {$670.00} on the XXXX day of each month ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). Additionally, I have made principal only payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX payments ), XX/XX/XXXX, and XX/XX/XXXX. With the exception of one of the two payments made on XX/XX/XXXX, all of these principal only payments were in the amount of {$670.00}. The other principal only payment made on XX/XX/XXXX, was for {$670.00}. NewRez imposed an interest charge of {$35.00} on one of the XX/XX/XXXX, principal only payments. It is my understanding, as I stated in my prior complaint, that the terms of my loan allow NewRez to impose interest charges only at the time of my regular monthly payment ( ACH transaction about the XXXX of each month ) based upon the outstanding principal amount at the end of the prior month. As a cumulative consequence of NewRez imposing interest on one of my XX/XX/XXXX, payments, I believe that my account has been overcharged {$35.00} of interest since XX/XX/XXXX. I am attaching spreadsheet calculations substantiating my contention. My spreadsheet calculates a current unpaid principal amount of {$350.00}. I am also attaching printouts of my online NewRez payment history after XX/XX/XXXX, showing a current unpaid principal amount, as of XX/XX/XXXX, of {$380.00}.
I have attempted, unsuccessfully, to resolve this matter over the telephone with NewRez customer service representatives. During my most recent telephone conversation, on XX/XX/XXXX, the NewRez customer service representative erroneously advised me that the interest imposed on my XX/XX/XXXX, regular principal plus interest payment was based upon my principal balance as of XX/XX/XXXX, instead of XX/XX/XXXX, which I recognized as being patently incorrect.
|
| 03/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I currently have a regular mortgage for my condo that is being serviced by NewREZ financial. I am currently paying Mortgage Insurance ( MI ) because my loan to value ( LTV ) has been greater than 80 %. In XXXX of last year ( 2019 ) I was made aware via a letter in the mail from NewREZ that I could have a BPO or broker pricing option that would value my home and potentially eliminate the MI. This is somehow done via XXXX XXXX because they hold the mortgage. So I agreed, signed the letter and sent it in. I didn't realize that they also wanted a {$150.00} payment. So months go by and i have not heard anything. I give them a call ( maybe in XXXX ) and it is a disaster. First no one I speak of knows what a BPO is. They told me I have to pay {$450.00} or something to get a valuation, and that my LTV. They try to get me to refinance and take out a home equity line and say that will save me money. I decided to see what it will take to refinance with someone else because NewREZ with their sister company Shellpoint Mortgage seem really sketchy to me at this point and I don't even know how my mortgage was purchased by them. I realize refinancing elsewhere is not an option. I send in {$150.00} to NewREZ in XXXX and it is taken out of my principal. Then it is refunded and taken out as a fee or other charge. I call them, several times throughout XXXX and XXXX and it take me a very long time to get a hold of anyone. Most of the operators do not know what a BPO is, they don't see that I paid {$150.00}, they send me to a specialist several times who is a debt collector and doesn't know what a BPO is. I eventually get to a manager a few times and they say, the BPO was never request, or you need to pay {$150.00} or you need to sign something ( all of which I had done and the {$150.00} was reflected on my account ). Eventually I get a random call from some company in Nevada who arranges to send out a real estate agent to value my property. Success. I am reading through the BPO guidlines on XXXX XXXX website, and apparently I am entitled to review the BPO and my lender is required to give it to me. After the appraisal I get a funny email with a letter dated in XX/XX/2019 saying my LTV is over 80 % and still need to pay MI and that i may have to pay down to 60 % LTV if I want MI removed. This is crazy! It then goes on to say I need to get a BPO, which i just did? Clearly they are making some money off of the MI and trying to avoid having it removed. PRicing in my neighborhood have gone up between 10 and 15 % over the last few years due to gentrification and my taxes are soaring so the {$220.00} MI being removed would really help me. I have never missed a payment. I need some help.
|
| 07/03/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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|
Company involved is Shellpoint Mortgage Servicing.
I submitted a previous complaint XXXX on XX/XX/2018.
My concern is that this case was closed, because the company responded to my above complaint, and the case was closed on XX/XX/2018. The response that was provided by Shellpoint Mortgage Servicing originally has now been changed and I was not informed until today, XX/XX/2018.
When I originally asked to be put back on a repayment plan, I was told that it wouldn't be possible and that If I wanted to keep my home I would need to pay {$15000.00} before the foreclosure sale date of XX/XX/2018.
It wasn't until I filed my complaint that they were willing to work with me, and XXXX put me on another repayment plan to pay off the {$15000.00} that was past due.
I asked XXXX XXXX, my point of contact in the loss mitigation department and several other rep 's in that department what would be my monthly repayments, and I was told that they did not have the current figures because they needed to get the total cost of the attorney fees and appraisal fees, and it would take up to 7 business days, and once the figures were all calculated, XXXX would contact me with the payment breakdown. This process started between XX/XX/XXXX and XX/XX/2018.
When I called and a week later to spoke with XXXX to see if they had the repayment figures worked out I was informed that she did. I had to make an initial down payment of {$8200.00} on XX/XX/2018 ( pymt made ), second payment of {$3100.00} was to be paid by XX/XX/2018, and 5 subsequent payments of {$3100.00} to be paid over a 5 month period to satisfy my repayment plan.
Here it is XX/XX/2018, I receive a call from XXXX stating that my payment plan that was originally agreed upon based on their calculations has now increased because they did not include {$180.00} ( late fee ), {$2300.00} ( legal fee ), and {$1100.00} ( other fees ) to which she could not explain what the " other fees '' were. And this is already after I made my payment of {$8200.00}.
How is this helping someone to keep their home??? It's more like a SCAM to get me out of it. This is not the first time this company has done this to me ... it first started with the modification that turned into a repayment plan.
How is this even ethical or moral? The whole purpose of them having me wait from XX/XX/XXXX-XX/XX/XXXX, was so that they could calculate the cost. This should be against the law.. they need to be investigated by the CA Attorney General 's office due to their immoral and predatory practices ; not to mention the laundry list of consumer complaints against them.
Now I wonder if they even stopped the foreclosure process/sale date.
I want an audit!
|
| 09/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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PROBLEM : Since XX/XX/XXXX I have been trying to get XXXX to correct my credit reporting for the BIG 4 including XXXX, XXXX and XXXX as promised. I was told once my modification was completed all of my negative reporting would be cleared up as ok.
I started the process in XX/XX/XXXX and it finally concluded on XX/XX/XXXX with the modification. Immediately, XXXX disbands the division, the employees disappear and my loan is transferred to XXXX XXXX.
XXXX was practicing the same hanky-panky which got them fined for {$28.00} XXXX by the CFPB XXXX XXXX XXXX.
XXXX would start the process, inform me not to make payments, asked for documents and would tell me my credit reports would be cleared for non-payments and changed to OK status.
I was told throughout the process my credit reports were going to be corrected to show in good standing for every month throughout the process because I was doing everything on my part to get the modification done.
The process would begin or restart and stop by XXXX after changing agents and using the excuse they had no paperwork, did not receive paperwork or needed other paperwork as I went through XXXX XXXX ( XXXX ), unknown worker ( XXXX ), XXXX XXXX ( XX/XX/XXXX XX/XX/XXXX ), XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX ) and XXXX XXXX ( XX/XX/XXXX XX/XX/XXXX ).
CREDIT REPORTING : For XXXX I show over 30 days late for ( XXXX ) XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and ( XXXX ) XXXX. Also, I am over 60 days late for ( XXXX ) XXXX, XXXX and XXXX. Finally, for ( XXXX ) I am over 90 days late for XXXX, XXXX and XXXX and over 120 days late ( XXXX ) XXXX, XXXX, XXXX and XXXX.
In addition, despite making payments to XXXX XXXX for {$1300.00} on XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX and {$1300.00} on XX/XX/XXXX ( see XXXX XXXX Statements for payments ), XXXX shows my account being past due on XX/XX/XXXX for over 120 days late for {$16000.00}.
In my conversations with XXXX, despite knowing payments were made on time starting in XX/XX/XXXX, they will not correct the XX/XX/XXXX negative report.
Finally, XXXX has had a history of this behavior with their customers. How they are allowed to be in business is a mystery because they dont seem to care.
OTHER EVIDENCE : 1. XXXX XXXX XXXX from XX/XX/XXXX XX/XX/XXXX showing on time payments to XXXX.
2. Emails with XXXX 3. Emails with XXXX showing XXXX was unresponsive for SIX months from XX/XX/XXXX to XX/XX/XXXX getting XXXX the necessary information to complete the modification. This same lack of responsiveness was also why my information was never changed on my credit reports as I was told it was after the completion of the modification.
4. Credit reporting from XXXX & XXXX XXXX
|
| 10/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/21 I paid a single upfront premium at closing for our PMI of {$2800.00}. Since closing i have paid all mortgage payments on time. On XX/XX/21 I made a {$22000.00} payment towards my principle to so that our LTV was at 80 %. On XX/XX/21 I submitted a request to cancel our PMI and request a refund for a prorated amount of the prepaid PMI premiums. On XX/XX/21 I received a response to my request and that a PMI cancelation authorization form would be sent via mail. After waiting a few weeks, i reached out to Newrez 's customer support to inquire when i would receive this letter in the mail. I was first told that they would research and to call back in 5 business days. When i called again, i was told they would resend the letter and to call back in 5 days. After some additional attempts, on XX/XX/21 i was told that the PMI was canceled but that i was not entitled to a refund because the Mortgage Insurance Certificate labeled it as " Non-Refundable. '' After more research on the Homeowners Protection Act, i called again on XX/XX/21 to dispute their finding, and spoke with XXXX, and then XXXX telling them I never received a formal letter rejecting my cancelation request, or received the PMI cancelation authorization form mentioned in their initial email response. XXXX said that she would put it in for additional research and that they would send me a letter within 7-10 business days. On XX/XX/21 i still had not received a letter or other response from Newrez and called them. I spoke to supervisor XXXX XXXX and again expressed my frustration and that i believe that who ever is reviewing the request is not appropriately applying the Homeowner 's Protection Act and the return of the unearned premiums. I asked to speak to someone in that department but was told that was not possible but that she would try to connect with that department and explain what was happening. She also gave me her contact information. On XX/XX/21 i received an email from their loan servicing department stating that the cancelation note was an error in their system and that the MI Certificate was a single premium paid upfront for the life of the loan and with no refund option. And that even if the XXXX carrier allowed for the cancelation, that i would not be entitled to a refund. There was no option to respond to this email, and when i called the number provided to me by XXXX XXXX, i received a busy tone. Again I feel that they are not properly applying the Homeowners Protection Act when reviewing and evaluating my cancelation request. I am filing a complaint with the CFPB as i do not feel further attempts to communicate with NewRez 's customer service will achieve different results.
|
| 11/09/2023 |
Yes |
- Mortgage
- Manufactured home loan
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
Beginning XX/XX/XXXX, I began paying {$650.00} every two weeks in an effort to pay this loan off within two years. The P & I due for the loan is {$520.00} thus adding XXXX in additional principal every payment. My loan documents clearly state that there is no prepayment penalty on the loan nor do the document indicate there is a limit as to how far " ahead '' I can pay the loan. While I understand that partial payments are placed in suspense to be applied when a full monthly payment is received, each time my bank has sent {$650.00} the total amount has been placed in such suspense and then ultimately applied as a principal only payment which was not the intended application of payment. I was able to adjust several of these payments to P & I plus additional interest until XX/XX/XXXX. I called to have the XX/XX/XXXX and XX/XX/XXXX payments reapplied as Regular payments plus additional principal and was told that " the investor of the loan does not allow the loan to be paid more than three months ahead ''. Therefore, two of my payments were not accurately applied which caused the next payment made through their site to reflect a full month of interest accrued all because they did not want to apply the full payment accurately. I asked who the investor was and did receive a written statement stating : XX/XX/XXXX Dear XXXX, This letter is in response to your recent inquiry regarding the above referenced account serviced by Shellpoint Mortgage Servicing on behalf of NewRez LLC XXXX Shellpoint Mortgage Servicing, the owner of your loan. Their address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX We are working to gather the requested information and will forward it to you as soon as possible.
That's the last I heard.
I was also told that if I scheduled my payments online that they would also be applied as principal only payments. This is not true. I have successfully scheduled XXXX payments for {$650.00} allocated as XXXX P & I plus XXXX additional principal with appropriate regular payment application on : XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XXXX.
Therefore, it is quite clear that Shellpoint/NewRez is forcing me to use their online payment system to appropriately apply my payments rather than take the payment through my bank 's online payment system and appropriately applying it. This is unreasonable. Any payment that my bank sends that meets or exceeds my P & I payment of XXXX should be applied as a regular payment. The statement that the investor doesn't allow the loan to be paid more than XXXX months ahead is clearly false... worse yet if it is true then that is, in fact, a type of prepayment penalty that is disallowed by my loan agreement.
|
| 12/30/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX and shellpoint service and now XXXX are trying to charge XXXX me by increasing my monthly payment made up late fees and every way they can have to get my home their XXXX goes to far as make allegations like I made a bankruptcy I did not but they claimed it all to make me pay for their extra fees and keep paying more but not proved on XXXX when they force me to signed their papers thought the court after paying my 3 payments in their called loan modification I notice that contract was not in my favor and by law their contract was supposed to be between the 2 parts agreed in their contract and they added so many made up charges so they increase it for more than the house was value their called help to keep your home was not good at all but they their loan modification was a fraud but I did not have more money and the lawyer I Got to help me did not helped me at all he side with them and told me that I got no options but go with it and after a year pay them they will be helped me more and I did not have to pay for any extra payment in the money they put extra more than XXXX they claimed my scrow my late fee lawyers fees and some many other extras made up expenses they claimed I owed them that money I was to pay it with 10 years and the original loan was not into it now XXXX XXXX XXXX fraudulent thinking of how to XXXX more money and keep the house they started to tell a XXXX about bankruptcy that my wife XXXX in XXXX and she was not even in the loan proved no other paper where into her name before XXXX but claimed she was even that she was I got my fraudulent Government helped on XXXX they sold my mortgage to who knows because 4 mounts ago shellpoint send me paper saying I owed them more than {$5000.00} dollars they don't know from where with out any proved but same papers that XXXX XXXX XXXX lawyers were harassing me dated from before XXXX they claimed I owed but not prove after few complaints to this shellpoint fraudalent company they send a paper saying that the new owner of my mortgage was XXXX another fraudulent bank all they got is XXXX not proveen that I owed any money because if they claimed it is for the scrow they adjust the scrow every time my insurance or taxes when up since XXXX when i was to start over my mortgage loan shellpoint costumer services told me Few mouth I owed them but when O send the proved they keep saying it is another mount but don't even know where or when they told me last time I talk to them every thing was fine but next statement come with late fees and extra charges now. XXXX ir XXXX XXXX XXXX or this company shellpoint want to charge late fee interest and all the charges they made up tha is called fraud
|
| 01/25/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I received haf funds XX/XX/XXXX. XXXX/shell point has doubly applied these funds on my regular monthly payments which includes insurance and escrow and as a separate fee for past due escrow as well that would be covered by the regular monthly payments applied. They charged me over XXXX XXXX in servicing fees during my forbearance and charged late fees.
Before going into forbearance I was in a modification. I made the three necessary payments XXXX XXXX and XXXX plus made XXXX 's payments before requesting forbearance in XXXX of XXXX. XXXX pulled the modification out from under me even though I was current and in covid forbearance and charged me for more than the amount I would have owed if I had not complied. Haf funds were to be applied as though normal monthly payments were paid on time. The credit bureau was not to be given report of missed payments however I was removed from my modification and overcharged, I had twelve months of missed payments to the credit bureau, I was over charged for the amount I would have owed had I not complied with my modification, my monthly payments were applied in full with haf funds but late fees and servicing fees in ridiculous amounts were charged and a separate amount of over {$14000.00} was taken for escrow and insurance even though it was included in the monthly payment. I had reported them immediately to the department of financial institutions in XXXX WI in XXXX and the woman on my case XXXX XXXX is still awaiting paperwork from XXXX now shell point. In order to buy time I submitted a request for modification on XXXX XXXX XXXX, i picked up the certified loss mitigation package at the post office on XX/XX/XXXX. On XX/XX/XXXX I sent out the loss mitigation package and hardship letter. On XX/XX/XXXX I received a stand alone partial claim offer dated XX/XX/XXXX and XXXX days later a loss mitigation package dated XXXX XXXX appeared in my mailbox with absolutely no postmark whatsoever. They are trying to justify the stand alone partial claim offered by making it look like I applied for modification on XXXX XXXX however I have all documents necessary to prove that I did not request on that date but I did on XXXX XXXX and I have the certified envelope I received from the post office. They said I applied XXXX XXXX yet on XX/XX/XXXX reported late payment to the credit bureau. Also with haf fund rewards applied as though all payments were made on time and since I have been making on time regular payments for five years and nine months I find it impossible to see how anyone can believe that I have paid no more than 2 % of my mortgage and my current balance is less than a XXXX dollars below my original loan balance.
|
| 12/22/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
|
My name is XXXX XXXX. My daughter, XXXX XXXX ( formally XXXX XXXX ), and I purchased a home together in XXXX. The mortgage went through a number of transfers of lenders over the years but has been serviced through Shellpoint Mortgage Servicing since XXXX timeframe. When we purchased the home, the members of our household included XXXX of my adult daughters, my wife XXXX and me. At the time, the expectation was that each of us would contribute to the mortgage and overall housing expenses. Unfortunately approximately a year after moving into our home, XXXX suffered XXXX ever since. As a result, XXXX had to retire earlier than anticipated. My children attempted to care for her while I continued to work. After roughly another year or so, this proved to be unattainable and I was forced to retire to become XXXX full-time caregiver. While I am of age to retire, these circumstances forced me to retire earlier than expected. Due to XXXX condition, we have incurred a significant increase in medical bills as the result of routine doctor visits and various medications to treat her condition. Additionally, a few years ago XXXX eventually married and moved out of our home which resulted in another reduction of household income.
At this time, our income is limited to our monthly social security checks. These circumstances have resulted in our inability to make our mortgage payments. We had explored loan modification to no avail and were also considering a short-sale however this would have resulted in us becoming homeless due to our income and the housing crisis in the XXXX XXXX. In XXXX XXXX, we received notified that Shellpoint issued a Full Reconveyance of our first mortgage. We were not aware that they decided to do this and attempted to contact them on numerous occasions and they would not return phone calls to explain the situation. We ended up contacting the company that filed for the reconveyance, XXXX, and they confirmed that Shellpoint instructed them to remove the loan from title. After a few more failed attempts to get clarity from Shellpoint, we sold the home to downsize and bought another home. XXXX and I was working with a reverse mortgage lender and right before closing, Shellpoint issued a foreclosure status on my credit. This occurred after we already sold the home in which they removed the lien. Given that this was non-recourse debt, we are not sure why or how they are considering foreclosure on a home that they no longer held a lien on plus we sold the home. We would really appreciate some assistance on this matter as it effectively resulted in our inability to close on a reverse mortgage and it is also still on my daughter 's credit report.
|
| 12/04/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
Background Information On XX/XX/XXXX my mortgage was transferred from XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing.
In XX/XX/XXXX the mortgage amount from {$1600.00} was increased without any written explanation to {$1600.00}.
I called Shellpoint at XXXX and asked for the reasons on the increase. The reasons I was given were the increased property tax by XXXX County and the hazard insurance.
Complaint no. 1.
Keeping the increased monthly mortgage amount by Shellpoint without substantiation.
Although a supplemental property tax increase has occurred, the increase was incorrectly done by the assessor 's office. The Assessor 's of XXXX County cancelled the increase on XX/XX/XXXX and XX/XX/XXXX.
Shellpoint is refusing to correct the monthly payment from {$1600.00} to {$1600.00} as it was transferred from XXXX to Shellpoint.
Complaint no. 2 Escrow Impound Account to include Property Tax and Hazard Insurance.
Shellpoint, previously XXXX, previously XXXX XXXX XXXX, previously XXXX XXXX, previously XXXX XXXX XXXX established an escrow account to collect for property tax and hazard insurance. It is pathetic how many times my mortgage was sold to investors, creating utmost processing confusion for this property owner.
My hazard insurance is paid through the home owners association monthly fee. There is no need to collect for it.
The property tax has always been paid for by this property owner.
Shellpoint contracted with XXXX, a local company to process the property tax payments for my property. This is negatively impacting this property owner for the following reasons : a. ) The Property Tax Bill is mailed to XXXX. The property owner is not receiving it. The property owner has no first hand knowledge regarding the appraised value of the property for the year XX/XX/XXXX-XX/XX/XXXX.
b. ) The property owner is denied of the XXXX County property tax appeal process.
c. ) Should the servicing companies like XXXX and Shellpoint declare bankruptcy, this homeowner will loose his/her escrow deposited dollar amount.
Complaint no. 3 Shellpoint tries to collect an extra monthly mortgage payment by claiming that the XX/XX/XXXX payment was missed by the property owner. I spoke with Shellpoint at XXXX. I provided the check number and date the check was cashed by XXXX XXXX XXXX dba Shellpoint Mtg. Srv. on XX/XX/XXXX. Shellpoint is unable to find the payment. Shellpoint will not correct their files if I do not provide a copy of the cancelled check.
I believe it is Shellpoint 's responsibility to keep track of the payments. It appears that Shellpoint 's XX/XX/XXXX mail demand letter with penalties and threats to collect extra money is without merit.
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| 01/28/2021 |
Yes |
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- Trouble during payment process
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Web |
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on XX/XX/XXXX I made an online payment of XXXX to NewRez/Shellpoint for my XXXX Mortgage payment. On XX/XX/XXXX, I received a letter from NewRez indicating that the payment was returned by my financial institution. The evening of XX/XX/XXXX, I contacted NewRez via telephone and advised them that the payment was not returned and that the monies were debited from my account on XX/XX/XXXX. Both customer reps that I spoke with stated ( 1 ) that the payment was returned 'Account Closed ' and ( 2 ) I needed to email the loan servicing department to resolve the issue. After hanging up from the call with customer service on XX/XX/XXXX, I emailed the loan servicing department advising them that the payment was not returned, as the account is still open and active. Attached to the email was the bank printout showing the funds were debited by NewRez on XX/XX/XXXX.
As a follow up to my email and conversation with the customer service reps on XX/XX/XXXX, the morning of XX/XX/XXXX, I contacted XXXX XXXX 's ACH department to verify that the funds were not returned at which time I was advised that on XX/XX/XXXX they had system issues and erroneously notified banks that accounts were closed and/or had insufficient funds, however the funds were debited from the account and not returned. The banks branch manager then assured me that the NewRez had already been contacted regarding their system issue on XX/XX/XXXX.
As a follow up to my conversation with the XXXX XXXX where the mortgage payment was successfully debited from my account, on XX/XX/XXXX, I emailed NewRez again notifying them of the bank error. Additionally, NewRez was provided the bank managers contact information and notified that per the bank manager that as a mortgage originator, NewRez had already been contacted regarding the error.
On XX/XX/XXXX NewRez was once again contacted regarding the bank error at which time I was notified that they were aware of the issue and that it was resolved. Additionally, I was told that my XXXX payment had not been received. After I kept questioning the rep and provided a specific date ( XX/XX/XXXX ) that the payment was debited from my account and posted online to their system, she admitted that the payment was in fact received.
Thinking that the issue was resolved related to XXXX payment, where once again the monies debited from my account and not returned ... .. I went online XX/XX/XXXX to make XXXX XXXX payment at which time the system indicated that the account is in forbearance and that payments are not acceptable. I did not request a forbearance and have been making all payments.
Please help. Not sure why NewRez is not posting/processing my payments.
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| 06/09/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/2020 I went online to Shellpoint Mortgage ( NewRez ) to " inquire '' about whether they had a deferment program due to COVID-19. Per the site, there wasn't any visible COVID-19 information, just to fill out information on the site and someone would follow up. In doing so, I followed up with Shellpoint Mortgage ( NewRez ) the next working day. The representative I spoke to stated that they did not have a deferment program, but did have a forbearance program. I told her that I was not interested in a forbearance program and to please disregard my inquiry. Since that day, this issue has been a nightmare. On XX/XX/2020 I received a letter from Shellpoint 's Loss Mitigation department dated XX/XX/2020 indicating that I had made an agreement for a temporary payment plan and that I did not honor it. I called and emailed on XX/XX/2020 and XX/XX/2020 and demanded to speak to a supervisor, in which I eventually did. On XX/XX/2020 I received an email from a Supervisor, XXXX XXXX XXXX, who per email stated that the forbearance was set up in error and they recognize that I did not request assistance. On XX/XX/2020 I received an update to my Shellpoint Mortgage Servicing account from XXXX XXXX showing that Shellpoint Mortgage updated my credit reports ( XXXX and XXXX ) with the following comment : " Affected By Natural/Declared Disaster '' I contacted Shellpoint Mortgage ( NewRez ) to remove the language from my credit report on XX/XX/2020 and then filed a dispute with both XXXX and XXXX disputing the language and to remove the remarks from my credit report. I received two letters that were identical in verbiage dated XX/XX/2020 and XX/XX/2020 from Shellpoint Mortgage Escalation Department stating the following in the first two paragraphs : " This notice is to confirm that you have declined the COVID-19 Forbearance Plan assistance program. We have removed the Forbearance Plan from your loan ... '' However, the language, " Affected By Natural/Declared Disaster '' is still in the comments/remarks section of my XXXX credit report ( dispute results dated XX/XX/2020 ). The language was removed from my XXXX ( dispute results dated XX/XX/2020 XXXX comments/remarks under Account Details, but in the Payment Status, the following was added : Terms : 360 months, Deferred ( last payment date showing XX/XX/2020 ) I called Shellpoint Mortgage ( NewRez ) at the Escalations Department and followed up with an email on XX/XX/2020. I have informed them that this is a last attempt to remedy the situation in its entirety as this has been ongoing since XX/XX/2020 and it is now XX/XX/2020. It is hard for me to understand why it is taking so long to fix this issue.
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| 07/26/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
Older American, Servicemember |
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I XXXX XXXX account # XXXXcustomer of Shellpoint Mortgage Servicing. Find myself obligated to request a response to my questions. Since I had tried the website and the telephone systems and as of today XX/XX/XXXX I still not receiving any acknowledge or proper response to my questions. As a customer of this company since XXXX, I find myself in a little dilemma about my payments. On XX/XX/XXXX as always I was sure my mortgage payment gets on time to this company. I had ordered for an ACH thought XXXX XXXX XXXX XXXX ( XXXX ). That ACH for a value of {$2300.00} was received and accepted by Shellpoint Mortgage Servicing on XX/XX/XXXX with a confirmation trace # XXXX.Shellpoint Mortgage Servicing called me on XX/XX/XXXX asking me to submit another payment. I would like to note that this company its extremely aggressive and demanding when it does come to collecting this money.Shellpoint Mortgage Servicing told me over the phone on XX/XX/XXXX that I was late, and I must pay my mortgage in order to avoid late fees and bad credit bureau reports. Supersized by this incident, I had no choice to re-pay this again. By that time my records were already annotated with defamatory comments about being late. Shellpoint Mortgage Servicing supposedly avoided my late fees. I tried to explain to them that I had never been late in any mortgage payment and that I had sent my payment over an ACH on XXXX XXXX. ( that paymet was for the XX/XX/XXXX XXXX Payment ).
I went ahead and repaid my mortgage, I was asked to load up a letter on this very poor website on XX/XX/XXXX proving that XXXX in fact submitted that ACH. I did and I was supposed to wait three business days for a response. Those three days went by and no response and or email. In fact my letter and my email dispensary form my account. ( This web portal its extremely bad ).
I decided to call for the third time, and I was told that Shellpoint Mortgage Servicing received my letter and my request, but they were working on it.
As of today XX/XX/XXXX. No response to my questions, no knowledge where my money that I had paid t Shellpoint Mortgage Servicing went. When I owe money to this institution they demanded in a very aggressive way. But now that I have an issue, they took my money and refused to clarify this issue.
I was lucky I had money in the bank otherwise, my records were damaged, and my account still delinquent with bad derogatory comments.
I would like to get a response, I want my derogatory comments to be removed from my records, because I wasn't late. I want a full explanation of this mistake.
I want my records clean and clear please. See letter from XXXX for the ACH transaction dated XX/XX/XXXX
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| 03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez ( a debt collector and who handles my mortgage payments ) received two payments on XX/XX/XXXX ( from a closed bank account - I will call XXXX XXXX for {$1100.00} and one on XX/XX/XXXX ( from a new bank account - I will call Bank B XXXX also for {$1100.00}. This was 2 weeks early for a XX/XX/XXXX due date. XXXX account was closed and had a XXXX balance, so the money came back as NSF by NewRez ( which is a XXXX error for not properly closing my account on XX/XX/XXXX in person, as I requested ). XXXX then accidently requested back {$1100.00} from XXXX. XXXX sent the money to XXXX that I had sent to them from Bank B. XXXX now shows a balance of {$1100.00} ( again which should have been closed with a XXXX balance ).
NewRez knows which financial intuition they are receiving money from. If XXXX requested monies, they can not send monies from Bank B to XXXX. This is fraudulent.
This has caused a snowball effect or errors, having no monies now for my XXXX payment to NewRez ( from Bank B ). They then applied {$1100.00} XXXX payment ( from Bank B ) to XXXX, {$1100.00} XXXX payment ( from Bank B ) to XXXX. I finally caught it in late XXXX. XXXX has admitted they made several mistakes and a letter stating their mistakes was submitted to Newrez on XX/XX/XXXX.
I submitted to NewRez several copies of XXXX statements, a XXXX letter, Bank B statement, and an email stating all facts to NewRez.
I have been to XXXX to correct issues in person and made more than six phone calls to discuss this situation.
I asked that NewRez reverse all improper late fees and NSF fees that total {$100.00}. I also ask them to reverse the late payment/missed payment that was sent to all credit agencies. This XX/XX/XXXX payment was actually several weeks early ( paid on XX/XX/XXXX ), not late. They have not excepted any responsibility for fraudulently transferring my money to an account it didn't come from. A proper fine should be applied for an improper handling and fraudulent transfer of funds.
I ask that XXXX also pay me some type of restitution for the hours and hours of work and time I have invested in a problem that was fraudulent and avoidable on their part. They need to cover the NSF fees and late fees that were accessed by NewRez.
They also need to contact all credit bureaus to ensure this does not effect my credit with any credit reporting agency with improper late payments and missed payments.
NewRez refuses to reverse any improper charges. And they refused to correct a " late '' payment ( s ) that was reported to all credit agencies.
XXXX is waiting for NewRez to fix everything. They also have said they cannnot even call NewRez due to privacy laws.
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| 01/27/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My loan was purchased by Newrez LLC in XX/XX/XXXX. When I went to make my initial payment my mortgage had suddenly increased from XXXX to XXXX. I called to inquire about the increase and was told it was due to a negative escrow account balance. Once I received my escrow account information I found out ( through no fault of my own ) my fall XXXX taxes paid in closing to XXXX XXXX XXXX had not been applied to my escrow account nor had they been paid to the county. I have a previous complaint regarding this issue and XXXX XXXX has admitted fault to this and has issued a check payable to Newrez for the full amount of XXXX.
The issue I am having is that my mortgage payment is not reflecting my homestead deduction or my reduced homeowners insurance policy. The escrow account divided over 12 months would only be XXXX dollars more a month, not XXXX. They are tacking on an additional XXXX dollars that I have been assured would be adjusted and explained it was due to various reasons. I have talked to around 10 different agents about the issue of my incorrect mortgage payment.
I was told to submit my documents through the " contact us '' portal on the website. I did this as well as faxed them and sent them directly to a managers ( XXXX XXXX ) email. I have been told they were received only for the next agent to say they didn't see them until I explained I have sent them 3 different ways and then every agent would say they eventually found them. There has been no adjustment made to my account to reflect my homestead exemption or my decreased homeowners insurance and it has now been almost 3 months.
I have been paying my regular payment of XXXX with a manager approval each month and it has been accepted. Despite this I keep getting letters in the mail warning that my account could go into default even though each representative has said that is not correct and " not to worry '' about what I receive in the mail. This is highly irregular and worrisome. Almost every representative I have spoken to has suggested that I hold off on making any payments until my account is updated. This too seems suspicious.
I have sent the check for my negative escrow balance as of today and I am already worried that my account will not reflect that either. Since XXXX I have spoken with Newrez weekly, sometimes multiple times a week with no change. The last agent I spoke with on XX/XX/XXXX stated they should have already done an escrow analysis and that he would request one to be done immediately. This didn't make sense as they had yet to receive my escrow payment yet and I am concerned they will refuse to run an escrow analysis once the payment is received on Monday.
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| 09/09/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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I filed a complaint against XXXX on XX/XX/XXXX. I am reaching out today Wednesday, XX/XX/XXXX, regarding the same issue of an incorrect XXXX code that was reported on my XXXX credit profile. I want CFPB to note that this is the fourth time complaint now that I have filed against XXXX for the same exact issue which still has not been corrected. I am respectfully requesting that CFPB recognize that XXXX is not resolving issues but creating more problems. I am due to close in a few weeks and need this matter expeditiously resolve. It is frustrating that I have already submitted three previous complaints for the same exact issue with the last complaint dated XX/XX/XXXX Report # XXXX, and prior to that was XX/XX/XXXX - Report # XXXX.
We noticed the issue when my mortgage company pulled my credit on XXXX XX/XX/XXXX, it was the same exact information as the previous report pulled dated XXXX XX/XX/XXXX. Nothing was changed or properly updated by XXXX and still has not as of this date. XXXX report still shows the final reported XXXX XXXXodes from being in this year ( XXXX ) on all of the reports that were pulled ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) which meant nothing has been changed or properly updated. I am scheduled to close by XX/XX/XXXX. This is time consuming and extremely frustrating. Therefore, I am once again reaching out to your Organization ( CFPB ) to help me expeditiously resolve this issue regarding an incorrect XXXX code that is still being reported on my XXXX credit profile.
I am unable to obtain an approval through their automated underwriting systems due to the multiple 120-day late markers for the months of XXXX and XXXX. My issue is that XXXX, second mortgage ( along with my first mortgage - XXXX ) were closed and transferred in XXXX and XXXX respectively. In XX/XX/XXXX, the house was sold in a normal sale and the third mortgage ( Shellpoint ) was paid in full and closed. Below is a snip from my credit report showing XXXX and the negative reporting that cycled for XXXX. Following the XXXX is a snip showing both XXXX and Shellpoint and the negative reporting that cycled in XXXX. I was told that by XXXX, the third-party vendor my lender used to pull my tri-merge credit report, that when an account is closed the final XXXX code reported should not be anything other than a XXXX. XXXX reported a 60 day late in XX/XX/XXXX ( was not on prior to XX/XX/XXXX ) - Account closed and transferred in XX/XX/XXXX XXXX and Shellpoint both reported 120 day late marker in XX/XX/XXXX ( again, nothing prior to XX/XX/XXXX ) - XXXX closed and transferred XX/XX/XXXX - Shellpoint closed/paid in full after sale on home XX/XX/XXXX.
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| 03/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
Servicemember |
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During a loan modification after a forbearance period ( both covered under CARES act ) the mortgage company reported late payments to the credit agencies. When I disputed the report and stated that the modification period was covered under the cares act, the company denied my dispute. All details follow : Date : XXXX XX/XX/XXXX.
-- >Initial request previously sent : XXXX XX/XX/XXXX.
-- ->Denial of request received by phone on XXXX XXXX.
Company : Shellpoint Mortgage Servicing ; XXXX XXXX XXXX ; XXXX, SC XXXX.
Subject : Dispute of credit report information and request for credit correction, in compliance with the CARES Act.
Account number XXXX.
My account was incorrectly reported 30 and 60 days late for XXXX and XX/XX/XXXX ( see page 4 of attached credit report ). My CARES act COVID-19 related forbearance ended in XXXX. I had already applied for loan modification which was approved on XXXX XXXX ( attached ), which qualifies as a protected accommodation under the CARES act.
-- Excerpts from attached Consumer Financial Protection Bureau ( CFPB ) CARES Act FAQ and Statement on enforcement --.
The CARES Act addresses accommodations to consumers impacted by COVID-19. For purposes of the CARES Act amendments to the Fair Credit Reporting Act ( FCRA ), an accommodation includes agreements to modify a loan.
Section 4021 of the CARES Act amends the FCRA to address how furnishers report accounts subject to an accommodation : if the credit obligation or account was current before the accommodation, during the accommodation the furnisher must continue to report the credit obligation or account as current.
-- end excerpt --.
Records of the trial payments ( from XXXX onward ) were previously submitted and are again included here. I now have completed the loan modification, as of XXXX XXXX. Documentation is attached.
I initially requested this to be fixed on XXXX XXXX ( record attached ), and was told that it would be fixed once my modification is complete ( it is complete now ). I made a second official request by email and by the mortgage company 's online form on XXXX XX/XX/XXXX ( record attached ).
Attachment 1 Credit report, reference page 4.
Attachment 2 Loan modification request approved/initiated, XXXX XXXX.
Attachment 3 Records of the trial payments ( from XXXX onward ).
Attachment 4 Loan modification complete, XXXX XXXX.
Attachment 5 Initial request for credit report to be fixed, XXXX XXXX.
Attachment XXXX Second request for credit report to be fixed, XXXX XXXX.
Attachment 7 Consumer Financial Protection Bureau ( CFPB ) CARES Act FAQ.
Attachment 8 Consumer Financial Protection Bureau ( CFPB ) Statement on enforcement.
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| 06/21/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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A review of Shellpoint CRAs XXXX reporting of Account shows copious payments made on time not being reported. Borrower has made several requests for Shellpoint to correct CRAs reporting in XXXX.
XX/XX/XXXX was paid on XX/XX/XXXX XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee.
XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee.
XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee.
XX/XX/XXXX was wrongfully interfered with by Shellpoint on multiple occasions by order of a Shellpoint employee.
In XX/XX/XXXX no payment was made.
In XX/XX/XXXX no payment was made. Request for loan modification made. Shellpoint wrongfully interfered by manipulating Account.
In XX/XX/XXXX no payment was made. Shellpoint wrongfully interfered by manipulating Account.
In XX/XX/XXXX no payment was made. Request for loan modification made. Loan modification granted. Began pre-loan modification agreement.
In XX/XX/XXXX, XXXX made the first payment on XX/XX/XXXX, in agreement with the loan modification agreement. Borrower waited on loan modification agreement from Shellpoint.
In XX/XX/XXXX, Borrower made the second payment on XX/XX/XXXX, in agreement with the loan modification agreement. Borrower waited on loan modification agreement from Shellpoint.
In XX/XX/XXXX, Borrower made the third payment on time, in agreement with the loan modification agreement. Borrower waited on loan modification agreement from Shellpoint.
In XX/XX/XXXX, Borrower made the fourth payment on time, in agreement with the loan modification agreement. Shellpoint sent Borrower loan modification agreement without the agreed-upon deferred principal balance.
In XX/XX/XXXX, Borrower made the fifth payment on time, in agreement with the loan modification agreement. Shellpoint attributed XX/XX/XXXX through XX/XX/XXXX payments to Account on XX/XX/XXXX. Borrower waited on loan modification agreement from Shellpoint.
In XX/XX/XXXX, Borrower made the next payment on time, in agreement with the loan modification agreement. Shellpoint attributed XX/XX/XXXX payment to Account on XX/XX/XXXX. Borrower waited on loan modification agreement from Shellpoint.
In XX/XX/XXXX, Borrower made the next payment on time, in agreement with the loan modification agreement. Shellpoint attributed XX/XX/XXXX payment to Account on XX/XX/XXXX. Shellpoint sent Borrower the correct loan modification agreement.
In XX/XX/XXXX, Borrower made the payment on XX/XX/XXXX. Shellpoint CRA reporting shows No Data Reported.
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| 02/15/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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NewRez, LLC/Shellpoint Mortgage Services ; our mortgage servicing company, made a billing error on our mortgage account that has adversely affected our credit rating. Despite efforts to resolve this issue, NewRez/Shellpoint has not responded to a written request dated XX/XX/XXXX, to correct their billing error of {$180.00} and reported us delinquent to credit bureaus.
My wife and I refinanced our VA loan with XXXX XXXX XXXX in XXXX of XXXX. The monthly loan payment was {$4500.00}, which included principle, interest, and escrow ( taxes and insurance ).
In a letter dated XX/XX/XXXX, we were notified that NewRez LLC was going to service our mortgage account. As directed in that letter, effective XX/XX/XXXX, we made our loan payments to NewRez/Shellpoint in the amount of {$4500.00} via our banks bill pay service.
We received a hard copy billing statement each month indicating {$4500.00} was the total amount due. For an unknown reason, the NewRez/Shellpoint XX/XX/XXXX, billing statement indicated the total amount due was {$4300.00}, not {$4500.00}, {$180.00} less than normal. A payment of {$4400.00} was sent on XX/XX/XXXX. Note, by rounding the amount up, we had unwittingly narrowed the NewRez/Shellpoint initiated/created deficit amount to {$160.00}.
Upon returning from being out of town the last week of XXXX and the first week of XXXX, we finally learned of the XX/XX/XXXX, notification from NewRez/Shellpoint indicating thaXXXX our mortgage payment for XX/XX/XXXX was over 17 days past due. We were very concerned as we knew we had not only made the XXXX payment, but the XXXX scheduled payment amount of {$4500.00} as well. We called NewRez/Shellpoint on XX/XX/XXXX to discuss the late fee of {$140.00} and delinquent balance of {$160.00}. The agent waived the late fee charge and we immediately paid the balance via our banking institution as is reflected in the attachments.
We thought the matter resolved, but we also received a legally required notice on XX/XX/XXXX, dated XX/XX/XXXX, indicating that we had recently missed our mortgage payment. We were given a point of contact to call, XXXX XXXX at XXXX, ext. XXXX. After several attempts to contact this induvial on XX/XX/XXXX and XXXX without success, we drafted and mailed an Error Resolution Notice under 12 C.F. R to NewRez/Shellpoint to address this situation. We have received no further contact from NewRez/Shellpoint other than the monthly billing statements. We have reviewed our credits reports and note adverse reporting that the XX/XX/XXXX billing was 30 days in arears.
Attachments include copy of letter to NewRez/Shellpoint and mailing information with receipt confirmation.
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| 10/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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My loan service company XXXX XXXX in XXXX advised me via email, they were transferring my loan service to another company.
I waited for who to pay my XXXX payment. I paid XXXX XXXX XXXX in XXXX on time. I received no notification of who I should pay. I emailed XXXX XXXX XXXX and they told me via email to pay XXXX XXXX as they are now my loan servicing company.
Shellpoint claimed in XXXX they are the loan servicing company. Shellpoint said they sent me a welcome letter which I never received. If I would have received the letter I would not have emailed XXXX to find out who I should pay for the XXXX payment.
I advised Shellpoint in XXXX that I paid XXXX XXXX as instructed by XXXX XXXX XXXX. XXXX took 2 months to verify that I paid XXXX XXXX and on XX/XX/XXXX they received the payment from XXXX XXXX.
My complaint I asked Shellpoint to send me the welcome letter or any letter stating they are the loan servicing company. Shellpoint never sent the Welcome letter I requested. They also never showed me that they sent any letter to XXXX XXXX XXXX stating they are loan servicing company for my loan and to rectify their error. XXXX never notified me that Shellpoint is my loan servicing company.
Shellpoint severly damaged my credit report by not taking immediate action to verify that I did pay XXXX payment as stated in the XXXX loan email.
I tried to call Shellpoint loan servicing all they said they don't take calls. Their customer service advice I should send them all three credit reporting agency my credit reports. Shellpoint has that credit information. Shellpoint was trying to get to accept their interpretation of ruining my credit by not talking to me.
Shellpoint has the community loan email instructing my payment be made to XXXX XXXX, my canceled check to XXXX XXXX, but what I do not have from Shellpoint any official notification that XXXX transferred the loan to Shellpoint. I know Shellpoint did not contact XXXX nor did they send me an official notification. Shellpoint should have reached out to XXXX XXXX that they gave XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX gave me the wrong loan servicing company.
I do know that Shellpoint is now acting as my loan servicing company with no proof from XXXX that my loan was transferred to Shellpoint not XXXX XXXX as told to me by XXXX XXXX XXXX.
I spent 7 years a perfect on time payment record with XXXX. I built my credit score to XXXX. Shellpoint erroneous notified the credit bureau of late payments and my score dropped to XXXX. I can not get loan for my sons school or even any type of loan with that score. There were very serious damages to me, by Shellpoint destroying my credit.
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| 12/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Company : NewRez My loan was transferred to NewRez Mortgage servicing in XX/XX/XXXX. The loan was originated by XXXX I pay my own taxes and homeowners insurance directly and it was never part of my mortgage. Starting with my XX/XX/XXXX statement NewRez started charging me for taxes on my mortgage monthly statement.
I immediately called NewRez and had an extensive conversation with them regarding the discrepancy. They asked me to send over proof of payment of taxes along with a letter from myself stating that I pay my own taxes. Both the proof of tax payment and letter were sent immediately to NewRez. I was advised that I should continue paying my normal monthly payment which does not include taxes. In order to make this payment I had to do it over the phone with newrez as I would be paying a lower amount than the statement which incorrectly was including my taxes. My correct payment amount = {$1900.00}. This includes principal, interest and PMI. The statement I received for XXXX had my monthly payment = {$2500.00}. I paid the normal amount of XXXX, payment was processed over the phone.
The following month NewRez sent me a XXXX statement with payment amount = {$3200.00}. They have continued to include tax on my monthly statement even after I have provided proof that my taxes were paid. They simply ignored the fact that I have provided proof of tax payment and continued with adding taxes to my monthly statement. They also carried over an incorrect overdue payment amount from the XXXX statement. On top of all of this they charged me a late fee of XXXX. Another fact I learned from my discussions with NewRez is that they paid my taxes but since it was a duplicate payment ( i already paid them ) they received a tax refund from the taxing authority. NewRez continues to keep taxes on my mortgage payment even after received proof of payment from me and a tax refund from the taxing authority I have contacted NewRez again to resolve the issue. They have stated that they are now requesting escrow analysis on the account and that it could take up to a month to get the result of that analysis. Meanwhile I am receiving incorrect monthly mortgage statements and being assessed late fees for paying my correct monthly amount.
The fact that I have provided NewRez with tax receipts at the moment the discrepancy was noticed and their failure to to take action on it leads me to believe that there is a high level of incompetence or lack of communication internally with this company. NewRez is placing additional burden and stress on me the consumer to constantly contact them and fix my payment even after I have provided them with necessary proof.
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| 07/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX we applied for a loan modification through our mortgage servicer Shellpoint Mortgage Services. After many months of calls, emails and misinformation we were denied Struggling financially, we hired a lawyer, and after many months they were also unsuccessful in any regular communication with Shellpoint to obtain a loan mod.
We had no choice but to begin bankruptcy proceedings because of the fact Shellpoint was unresponsive to our requests.
We entered XXXX XXXX with the intent of getting a loan mod and stopping any foreclosure action and the Covid-19 pandemic hit and all communication with Shellpoint ceased .
Any and all communication to Shellpoint went unanswered.
we opted out of XXXX XXXX bankruptcy and our lawyer continued to attempt communications with Shellpoint to no avail.
XXXX of XXXX after years of trying to settle this issue, Shellpoint answers our lawyers request for a reinstatement was answered. Shellpoint immediately put us in foreclosure and set up a Sheriffs sale without our knowledge. Bully tactics.
Many emails and calls to Shellpoint from our lawyer was met with no replies, inconsistent replies or misleading financial amounts due for reinstatement.
When asked for a reinstatement amount all Shellpoint could eventually produce was an email with a figure, {$170000.00}. When pressed for an itemized bill and how these funds were to be applied Shellpoint was unable to produce them and still has not.
Our lawyer told Shellpoints lawyer that we will be willing to pay the past due but need a itemized bill and to delay the sheriff 's sale. Shellpoint again took weeks to reply only to refuse our request days before the Sheriffs sale.
In order to stop the Sheriffs sale in XXXX of XXXX, we paid Shellpoint the {$170000.00} in arrears, they still have not notified us how these funds were applied.
Shellpoint has since been unwilling or unable to produce any accurate financial information pertaining our mortgage and is once again ignoring our lawyers request for an accurate monthly payment which was due XX/XX/XXXX. We are now on the verge of a late payment by no fault of our own.
Our lawyer has been attempting to contact Shellpoint for a month with no reply. Again.
Shellpoint has shown a pattern of unprofessional, unethical and possibly criminal work practices since we first contacted them. And it continues.
We are willing to pay them however they can not produce basic financial figures that a mortage servicing company legally has to provide.
I believe Shellpoint Mortage Services should be investigated for their work practices.
We just need them to provide accurate accounting so we can pay our mortgage.
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| 06/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The mortgage company claims that they post my payments to my account on the date that they receive them, but my statements show that this is not true.
My XX/XX/XXXX statement shows a {$400.00} payment received on XX/XX/XXXX that was put in a suspense account and not applied to my mortgage account. That statement also shows a payment due amount of {$300.00} due on XX/XX/XXXX. My normal monthly payment is {$700.00}, thus they are acknowledging the extra payment was made but did NOT put it in my account.
My XX/XX/XXXX statement shows the money finally being deposited on into my mortgage account on XXXXseveral days after they received received the payment.
It looks like they changed their process in XX/XX/XXXX.
I send 2 checks automatically one for the regular mortgage payment and a second one for the extra principal payment.
Prior to XX/XX/XXXX, they would post two transactions on my statement on the same day the regular payment and the extra principalboth going directly into my account.
On XXXX they started posting my extra principal check to a suspense account instead of posting it directly to my account. They would later move it out of the suspense account and the finally credit to my mortgage account. In other words, my principal payment was passing through a suspense account instead of going directly into my account. They did not do that to my regular payment.
So in XXXX I had a total of 4 transactions ( 3 for the principal only payment ; 1 for the regular payment ) on my statement instead of 2 transactions.
On XX/XX/XXXX they received my principal payment and posted it to a suspense account. On XX/XX/XXXX they posted my regular payment. Then my statement was sent to me. The credit of my XXXX payment was not applied to my account until XXXXthey left it in the suspense account.
It is also curious is that my automated payments have not changed in probably a decade. They have typically arrived a day or two before or so before the first of the month, but now with NewRezs processing changes the payments are dated as being received 3-4 days later, curious that maybe the check posting process is taking longer with these addition accounting moves with suspense accounts.
Compounding this, when my mortgage was transferred in XXXX and my payments were going to my old mortgage company, they were transferring the payments to the new mortgage company over ~2 weeks after they had been received by the original mortgage company. I was told there was not a penalty to me for that, but I am now concerned that the delay of the transfer from one mortgage company to the other may have resulted in extra interest costs for me.
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| 12/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX, the person Shellpoint employees to manipulate facts and omissions, gave a response in complaint XXXX that is a misrepresentation of the facts and truth.
1 ) XXXX XXXX emailed me on XX/XX/2021, after XXXX XXXX reached out to him. XXXX XXXX said that my modification approval letter would be sent to me in a few days. However, instead of a modification approval letter, I got an offer to redo my trial plan that I succcessfully completed.
2 ) XXXX XXXX claimed that his superiors overruled the approval letter and that he could not do anything about his superiors decisions not to offer a final modification.
3 ) XXXX XXXX claims that though XXXX XXXX is my single point of contact there are other loss mitigation people involved. XXXX XXXX merely stated the obvious, without fulfilling my request.
4 ) Shellpoint never identified who the superiors where with the authority to override XXXX XXXX. Thus, I do not have a single point of contact. In fact, it is even worse, because an unnamed person with no accountability can harassment limitlessly without consequences.
5 ) XXXX XXXX contradicts XXXX XXXX by alleging that they are merely offering me the modification trial that XXXX XXXX approved instead of saying that XXXX XXXX 's superiors overruled the final modification approval letter.
6 ) XXXX XXXX omits that XXXX XXXX contacted Shellpoint on XX/XX/2021 to ascertain why I am being asked by Shellpoint, not XXXX XXXX, to redo my trial modification in XXXX of 2021. I paid the statement and asked Shellpoint in a timely matter to clarify. XXXX sent me XXXX monthly statements stating my trial plan amount was XXXX dollars less than XXXX 's offer trial modification letter. I requested a response from XXXX about the discrepancy. XXXX never responded to me until over 60 days later when they were responding in a letter to CFPB. Then, there response was one of XXXX XXXX 's vile responses that they were informing me in that letter that my modification would not be finalized because I failed to make the required trial plan payments. Yet, XXXX XXXX omitted that I paid the amount expressly stated on my monthly statements for the trial modification and that Shellpoint refused to clarify for over 60 days. I completed my previous trial modification Shellpoint has refused to respond to XXXX XXXX investigators. Yet, Shellpoint if falsely communicating to CFPB that they are following XXXX XXXX 's authority.
Now, XXXX XXXX wants to talk to Shellpoint about their duplicity. But, Shellpoint is misrepresenting facts with all agencies and will not respond XXXX XXXX about why I am redoing a trial modification that I successfully completed.
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| 05/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Since I emailed the following, Ive spoken to lender. Per point of contact, they refuse to negotiate on the interest rate. If they would lower the interest rate, it would be more in line with what I was told before applying for remodification, and more affordable.
From : XXXX XXXX Date : XX/XX/2019 at XXXX XXXX EDT To : XXXX Subject : IMMEDIATE RESPONSE NEEDED RE : LOAN # XXXX ; LOAN MODIFICATION ; Dear Shellpoint Mortgage Servicing ; I received the Loan Modification Agreement packet today, XX/XX/2019. I've had a chance to review it, and I have to say that I'm very concerned/shocked at the terms stated.
Here are my concerns and unacceptable terms : 1 ) The purpose of the modification was to lower my monthly mortgage payments since I'm now widowed. I was told by my previous Point Of Contact ( SPOC ), XXXX XXXX, that a modification would lower my mortgage payments. This agreement states they'll be higher.
2 ) My late husband is still listed as Non-Obligor on the agreement. I'm not sure of the significance of this. Please advise. Per your request, I've sent you a copy of his death certificate twice : once with the application for loan remodification ; and a second time via FAX # XXXX.
3 ) I have a current interest rate of 3.75 %. This remodification agreement has gone up exponentially to 4.625 %! It is unacceptable to 1 ) increase my interest rate, and 2 ) if this is due to credit score, XXXX XXXX told me that any drop in my credit score due to death of my husband or my finances has no bearing on this remodification. The current average 30 year fixed mortgage rate of 3.75 % to 4.05 % is substantially less than what you've stated on this agreement.
****This new agreement must at least match or slightly increase on what I'm being charged now : 3.75 %. This will lower my payments. I feel as if I'm being taken advantage of as a widow, and of my circumstances. After all, lowering my monthly payment was the main purpose of going through this arduous ordeal.
4 ) The trial period plan stated that my first payment under the new remodification would be in XX/XX/2019 which was reiterated via phone call with my SPOC. This agreement states the first payment will be due in XX/XX/2019.
Please get back with me just as soon as possible to remedy the concerns as I have to get this monthly payment and interest rate lowered.
Thank you for your prompt attention to this very important matter ... ..
Sincerely, image1.JPEG XXXX XXXX XXXX XX/XX/2019 cc : Consumer Financial Protection Bureau , XXXX XXXX XXXX, XXXX IA XXXX ; Bureau Of Consumer Protections , Federal Trade Commission , XXXX XXXX XXXX , XXXX, Washington DC XXXX
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| 07/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Originally my loan was with XXXX. I lost my job and asked for a loan modification. I went to consumer credit counseling for help. XXXX had so many modification applications at the time they had outsourced some of their work. Anyway they mislabeled my loan lost my loan application and this continued for a couple of years. Instead of a modification they started foreclosure proceedings. I ended up filing bankruptcy. My mortgage was included. Then after a few years of paying my bankruptcy payments XXXX wanted the amount increased. I was paying XXXX a month they wanted XXXX a month I could not pay that amount so my case was dismissed. I went to XXXX XXXX XXXX to get this done. We called several times a month before the bankruptcy and after the bankruptcy was dismissed. They finally came back with XXXX left on my principal balance and were supposed to be doing a modification. In the meantime I received a letter from Shellpoint mortgage saying they were servicing my loan and it was XXXX. We called XXXX and they told us that my loan had not been sold or transferred and that they were still working on a modification. Well it had been sold and Shellpoint had started foreclosure proceedings. I called them and told them what happened and I contacted my attorney to file bankruptcy again. But they stopped the foreclosure and agreed to do a modification. I did the trial period and the paperwork came back with my principal balance being XXXX. I disputed the amount of my principal balance. They told me if I didnt sign the modification that I would immediately go into foreclosure. I said I would sign the paperwork to avoid foreclosure but I disputed the charges. I contacted the Alabama attorney generals office for help. Shellpoint told them that the charges were from the missed payments from when XXXX had my loan. I explained to Shellpoint that XXXX agreed that all I owed was XXXX and they were supposed to do the modification which Shellpoint was fully aware of anyway. My first paper statement from Shellpoint reflects my principal balance being XXXX. They still refuse to remove the charges of over XXXX making what I owe more than my original loan and have sold my mortgage to XXXX mortgage servicing. Also when I called Shellpoint to tell them that making the payments on the first of the month might be a problem their agent told me that Shellpoint doesnt consider a payment late if its made in the month its due. They sent me a nasty letter threatening foreclosure even though I was never behind and added late payment fees to every payment. But that didnt happen until I sent them messages requesting the other fraudulent charges be removed.
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| 03/14/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage payment includes an amount for property taxes. My property taxes for XX/XX/XXXX have not been paid. When talking with NewRez, LLC dba Shellpoint Mortgaging Services, XXXX. XXXX XXXX, XXXX. SC XXXX, Phone # XXXX, They are insisting that the property taxes have been paid to the XXXX County Appraisal District on XX/XX/XXXX.
The first call to NewRez was initiated on XX/XX/XXXX. I requested a copy of the cashed checks they informed they sent to The XXXX County Appraisal District. I was informed I would receive copies in 2 weeks via email & XXXX. When I did not receive either a call back, email or anything in the mail, I contacted NewRez a 2nd time on approximately XX/XX/XXXX. I was informed my request was submitted and I would be receiving copies of the cashed checks by the XX/XX/XXXX.
I called back on XX/XX/XXXX, and spoke with XXXX, to follow-up on the status on copies of the cashed checks. At this time is was informed that the money I pay for my escrow account was sent to the XXXX County Central Appraisal District and paid someone else 's property taxes. I was also informed that it appears as though I am not the legal owner of my own property. I was informed that XXXX XXXX, a Tax Specialist for NewRez was reviewing the complaint and would be contacting me.
I called on the XX/XX/XXXX afternoon as I still had not received a call back from NewRez nor XXXX XXXX. I was informed that the complaint is still under investigation and that XXXX XXXX would be calling me back with an explanation and resolution. I requested to speak with Mr. XXXX, and I was denied the opportunity.
I called back on XX/XX/XXXX. Again, the person I spoke with, XXXX XXXX XXXX, informed that her note show that the property taxes were paid. She refused to allow me to speak with her manager and to let me speak with either XXXX XXXX or someone else in that department. She eventually transferred my call to someone else and the call went to voice message. I left a message.
To this date I have not received a copy of the cashed checks or any other concrete evidence that show my property taxes have been paid as I was instructed would happen. I have not received one email or one call with any explanation as to what is going on with my money and how they are handling the issue to in paying my taxes as XXXX County Appraisal District has not yet received any payment. No one will tell me what is going on. I am trying to refinance and penalties for late payment on my property taxes are accruing.
I am in the process of refinancing my mortgage and this holdup is affecting my contract with the new lender and time lost will affect my loan rates.
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| 12/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My ex-wife ( XXXX XXXX XXXX and I ( XXXX XXXX ) purchased the property located at XXXX XXXX XXXX, XXXX, Ohio XXXX in XXXX of XXXX. We took out an XX/XX/XXXX loan with XXXX XXXX XXXX XXXX ( 80 % ) and XXXX XXXX ( 20 % ) on XX/XX/XXXX. The home was awarded to me by the XXXX XXXX XXXX XXXX XXXX County, Ohio in XXXX of XXXX. I filed a XXXX XXXX Bankruptcy in the XXXX XXXX of Ohio on XX/XX/XXXX and it was discharged on XX/XX/XXXX Ditech filed a claim for the mortgage in my case and the Trustee made monthly payments for 60 consecutive months to Ditech. There was a house fire XX/XX/XXXX for which there was homeowner 's insurance with XXXX XXXX XXXX. This policy paid {$19000.00} to the lender who was Ditech Financial ( the loan had been assigned to them ). Ditech originally cut a check to a contractor to repair my home in the amount of {$4800.00} which they subsequently stopped payment on when they filed for XXXX XXXX Bankruptcy. They filed bankruptcy 45 days prior to receiving the proceeds of the fire insurance payment. I made exactly 56 phone calls to Ditech with no response or accounting of the fund. The XXXX XXXXXXXX Trustee also attempted to make contact as these funds were supposed to be sent to him. Regardless, Ditech never used any of the funds to repair my home ( it is still in a state of disrepair and has smoke damage ) and did not credit any of the funds against the mortgage balance owed to them. Additionally, Ditech did not credit any of the XXXX years of XXXX XXXX Bankruptcy payments made to them ( the trustee paid the mortgage as a conduit payment ). The Bankruptcy Court issued an order requiring the mortgage lender to properly adjusts the payoff balance- which never happened. Ditech Financial LLC/Green Tree Servicing , LLC assigned my loan to New Residential Mortgage XXXX XXXX on XX/XX/XXXX. I have not received any mortgage statements for three years. My ex-wife has received correspondence from Shellpointe Mortgage regarding the loan but there is no assignment of record in XXXX County, Ohio to this company.
A foreclosure was filed by Shellpointe Mortgage in XXXX but has never been completed.
I would like an accounting of this loan all the way back to the beginning. I want to see every expense and charge and every credit for payment made since the beginning of this loan. I want to know what happened to the fire money and what happened to the XXXX XXXX payments ( all 60 of them ). I want to be recognized under appropriate federal loan servicing guidelines as an individual able to receive information on this loan as I have paid on it for years and the property is in my name- as ordered by the Court.
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| 05/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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Shellpoint Mortgage Servicing XXXX, SC XXXX XXXX XXXX XXXX XX/XX/XXXX I am writing to have a Late payment that was reported to the credit bureau removed from the credit bureau reporting. The late payment was removed by the representative and I was told that it probably would not be reported to the credit bureau after explaining what had happened.
However, I am addressing an issue with Shellpoint Mortgage from XX/XX/XXXX of XXXX. Whereas, I called, they called, in to make a payment and come off of the deferred payment status that I was under at the time. The representative informed me not to make a payment because it was coming to the end of allowable deferment and that it could potentially interfere with the repayments being placed at the end of the loan ( to be repaid at the end of the loan ). Of course, I believed this and didnt want to have to pay everything that was deferred back all at once. Then I also attempted to make an Escrow payment and was told the same thing. Upon agreeing not to make any payments I was informed that I shouldnt need to make a payment until XX/XX/XXXX, because processing would take a while to review and complete ( usually within/up to 30 days and that I should receive a letter as well ).
Now, when I went to make my XXXX payment I was told that I needed to make 2 payments to catch up the loan. I was informed that there had been a missed payment in XXXX and that a letter was sent out to make an XXXX payment. I informed the representative that I didnt get or see a letter and that I had attempted to make a payment that would have covered XXXX but was told not to do that so it wouldnt interfere with the process of placing the deferred payments at the end of the loan.
I asked that the phone conversation and or transcript be reviewed and they gave me a number to call to get a copy of the conversation/call pulled. Later I was told that they would not give that to me and it would be reviewed internally and a letter sent out. After that I received a letter saying that I was sent a letter out in XXXX telling me to make the XXXX payment, that my status was reviewed and approved the next day.
I am asking that this late payment status be removed from the credit bureaus reporting status as there is conflicting information being given out. I believe that weve had 1 late payment with Shellpoint several years back prior to this and no more than 2 over the life of this 17 year loan for this property. Especially, since I clearly stated that I was trying to make a payment and was advised against it. I always call in to make my payments. I am asking that the CFPB review the call or transcripts.
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| 07/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My monthly mortgage payment is {$550.00}. I have autopay setup on my personal banking and the amount which is due on the XXXX of every month is sent to my mortgage company 4-5 days prior to the due date. I received a telephone call from Shellpoint Mortgage on XX/XX/XXXX at XXXX XXXX. demanding payment for my mortgage. The caller stated that they had not received a payment for the month of XXXX. I informed the caller that I send the payments every month a few days in advance which is deducted directly from the bank account and that I've never been late on a payment. She said that she would have someone else look at the account and contact me within the next couple days. On XX/XX/XXXX at XXXXXXXX XXXX., I received a call from the same number but was unable to answer while at work. The caller did not leave a message. On XX/XX/XXXX at XXXXXXXX XXXX., I received an e-mail from Shellpoint Mortgage that there was no record of payment found. On the same day ( XX/XX/XXXX ), I contacted the mortgage company and was told that my payment was increased that I was notified in XXXX via e-mail. I do not typically receive that type of correspondence via e-mail nor did I receive such an e-mail.
Every year, Shellpoint Mortgage sends a request for proof of insurance and every year I provided the requested document. On XX/XX/XXXX, I received a letter in the mail from Shellpoint Mortgage confirming that they received my proof of insurance. On XX/XX/XXXX, I noticed on my mortgage statement that there was an increase in my payment and a current escrow balance. On that same day ( XX/XX/XXXX ), I contacted Shellpoint Mortgage over the telephone and was who was informed that they needed additional proof of insurance. I spoke with a young lady by the name of XXXX who provided me with a Reference # XX/XX/XXXX. She said that once I emailed her the additional document, that she should request to run a new analysis payment adjustment to return the payment to the amount that I normally paid. I never heard from her.
So on XX/XX/XXXX, when I received that telephone, it came as a surprised especially since I was still awaiting a response.
Shellpoint Mortgage has increased my payment and marked my record as having a late payment for which they charged me {$11.00}. Additionally, they have not been applying my payments correctly. Their website shows that my payments are going towards Mortgage Principal Only which it should not be. According to Shellpoint Mortgage, they have increased my payments to {$690.00} with no explanation.
I have filed a complaint with the customer department but would like assistance with getting this resolved.
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| 08/17/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I was approved for a forbearance on XX/XX/XXXX due to a loss of income caused by Covid-19. My account up until then was " Paid as agreed '' and " Account in good standing '' and pursuant to the CARES Act, the credit reporting during any accommodation will reflect the status of the account before entering into the accommodation.
Shellpoint extended CARES Act credit reporting protections to all homeowners affected by COVID-19, regardless of any official loss mitigation workout plans. They informed me that my credit protections would be expiring on XX/XX/XXXX, unless I was still on a forbearance plan, in which case the protections would remain until the forbearance period expired. However, I was approved for a Streamlined Modification and made my first trial payment before the expiration of the credit reporting protections to fulfill the requirements of the modification agreement. I was approved for this Streamlined Modification on XX/XX/XXXX to bring my account current and made my First Trial Plan Payment on XX/XX/XXXX.
Therefore according to the CARES Act, my credit reporting protections apply throughout the period of loan modification accommodation as long as I have fulfilled the requirements of the modified payment agreements and the agreement is made between the period XX/XX/XXXX and 120 days after the date of national emergency declaration for the coronavirus is terminated.
I have attached documentation from Shellpoint showing that I was approved for a Streamlined Modification on XX/XX/XXXX and proof that I have made my first Trial Plan Payment on XX/XX/XXXX. Also I have attached documentation from Shellpoint stating that my credit protections would be expiring on XX/XX/XXXX, unless I was still currently in a forbearance plan, in which case the protections would remain until the forbearance period expired.
Credit Protection During COVID-19 ( 4021 ) : The CARES Act requires credit reporting agency data providers, including credit unions, to report loan modifications resulting from the COVID-19 pandemic as current or as the status reported before the accommodation unless the consumer becomes current. This requirement applies throughout the period of accommodation. Loan modifications may include, but are not limited to, forbearance and modified payments. This requirement applies only to accounts for which the consumer has fulfilled requirements of the forbearance or modified payment agreements. This protection is available beginning XX/XX/XXXX, and ends 120 days after enactment, or 120 days after the date the national emergency declaration for the coronavirus is terminated, whichever occurs later.
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| 06/30/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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I am attaching a 3 year timeline of how I have been experiencing the improper handling of my Deed in Lieu with XXXX and Shellpoint. I am still continuing to experience the same stalling tactics as they have improperly closed my DIL twice forcing the process to start over. They failed to send me the DIL package from our original conversation on XX/XX/XXXX, it took months of follow up before I received the package. Once I was approved for the DIL process, they stalled on assigning an inspection date for my property and closed the case without notice ( XX/XX/XXXX ). In addition, to the re-opening of the case ( XX/XX/XXXX ), the assigned XXXX representative became missing in action in XX/XX/XXXX, only to find out that he no longer was working for XXXX and in doing more follow up it was confirmed Shellpoint was taking over XXXX customers XX/XX/XXXX. Shellpoint received my file XX/XX/XXXX and assigned my representative and she would be sending an update regarding the final paperwork status. I had a second mortgage with XXXX, which was satisfied and closed XX/XX/XXXX and XXXX submitted all documents to XXXX in addition to the discharge to the County records on XX/XX/XXXX and recorded XX/XX/XXXX.
I sent several copies of the Register Of Deeds, as well as the Deficiency Waiver from XXXX on XX/XX/XXXX to meet the clean title requirement and was told several times that I need to have the release of mortgage from XXXX. This process continued from XX/XX/XXXX until XX/XX/XXXX. I clearly stated in email dated XX/XX/XXXX that I felt harassed to provide documents they had access to and I felt they were looking for a reason to close my DIL again as they were threatening if the documents wasnt sent, they will close out the DIL. They refused to do a Title search and kept requesting me to send the same documents.all the things that XXXX had already provided to them and can be found on the Title search. I continued to oblige and paid for the recorded deed to avoid the threat of them closing my case.
As a result of the continuous stall tactics, mismanagement and lack of due diligence on my case thats been clearly demonstrated throughout this process, I am not accepting a denial of my Deed in Lieu due to a newly revealed ownership change that occurred on XX/XX/XXXX with the county deed office due to a tax sale, when Shellpoint could have acted timely from XXXX XXXX XXXX, XXXX to avoid any transfer of property.
I have copies of all emails and phone calls that have been documented during this entire ordeal and it is also worth mentioning that I have also fought 2 battles of XXXX ( XXXX and XXXX ) during this 3 year period.
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| 05/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Three weeks ago I recieved notice from Tennessee Farm Bureau that they had not received payment from Shellpoint Mortgage for my Home insurance and the policy had cancelled. I am escrowing and this policy was the responsibility of Shellpoint Mortgage Servicing. I called Shellpoint and when I asked their agent why the policy was not paid she gave an answer that made no sense. She said that the policy was not set up in their system to 'auto renew '. All of my policies auto renew. I've owned my home since XXXX and I've never had to explicitly tell the mortgage servicer if the policy auto renewed or not. Shellpoint is a new mortgage servicer. My loan was transferred to them around XX/XX/XXXX. The agent then apologized and said she would make sure the payment was expedited. I was able to three-way the call with my insurance company and the Shellpoint agent, who after speaking with her manager, came back to the phone and proceeded to tell both the agent and myself, that she would expedite payment and she took the address from my agent to expedite the payment. I thought the matter was resolved. I later learned that Shellpoint did not send the payment as their agent had promised ( with no notification to me ) and that Shellpoint continued to steadfastly refuse to make the payment, allowing my insurance policy to remain cancelled.
Yesterday I recieved an email from the insurance company stating they never recieved payment. I then called Shellpoint Mortgage back and spoke to a different agent. The agent stated that they did not make payment and would not be making payment because home insurance was not something they paid. They paid the very first policy. But for some inexplicable reason decided to no longer pay my insurance policy. However I am escrowing for this policy to be paid. At this time shellpoint had put me in their hazard insurance and was evidently preferring to keep me in their sky high hazard insurance while refusing to pay my policy.
The agent never did explain how to get the matter resolved. The first agent who said she would pay the policy evidently never put notes detailing our conversation either. I asked to speak with a manager. I spoke with XXXX XXXX. She said she did not know why my insurance policy was not paid and that the insurance dept was closed. She told me to 'call back '. I requested she have someone call me back. She refused. She said they could not request call backs.
I need my insurance policy paid. After multiple phone calls with Shellpoint they have yet to articulate a good reason for refusing to pay and they have not provided me with a resolution. I am deeply frustrated.
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| 12/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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This complaint is submitted on behalf of the borrower by his advocate.
The borrower applied for foreclosure alternatives on XX/XX/2018. He was denied a standard modification on XX/XX/2018. The denial letter failed to give a clear reason for the denial stating, The investor ( owner of your loan ) has declined to this workout. The denial letter offered a Short Sale or Deed-In-Lieu. The denial letter did not advise the borrower of his right to appeal the decision, if merited. On XX/XX/2018 the borrowers advocate requested in writing clarification of the denial, to help the borrower evaluate his entire situation ( i.e. appeal the decision or seek other alternatives ). The request was submitted to the Single Point of Contact and the Escalations and Loss Mitigation departments. Shellpoint acknowledged the correspondence was received on XX/XX/2018. They confirmed a written response would be provided within 15 days ( aka XX/XX/2018 ). A Notice of Trustee Sale was recorded on XX/XX/2018.
The borrower and his advocate contacted Shellpoint via telephone communication on XX/XX/2018 ( when the borrower received multiple copies of the Notice of Trustee Sale via U.S. Mail ). Representative XXXX XXXX confirmed there was no response to our request, nor was there a Single Point of Contact assigned to the loan. He explained that the borrower could enter a Repayment Plan, by making a lump sum payment and pay the remaining balance in a 12-month period, but that would not stop the foreclosure sale scheduled for XX/XX/2018. Please note this is the first time the borrower was advised by Shellpoint of his option to enter a Repayment Plan. XXXX then requested to follow up with us regarding the total amount due to bring the loan current, or lump sum amount due to enter a Repayment Plan, since he did not have access to that information.
It appears that Shellpoint is in violation of the California Homeowner Bill of Rights and the Mortgage Servicing Rules Under the Real Estate Settlement Procedures Act. The Notice of Trustee Sale may have been recorded prematurely, since no response to the correspondence has been made, thus giving the impression that Shellpoint is dual tracking. The Repayment Plan option appears to be unethical, since Shellpoint is insinuating to accept partial payments of amount due but still proceed with foreclosure. It is also alarming that Shellpoint removed the Single Point of Contact prior to ensuring all loss mitigation efforts were explored with the borrower. All these actions have put the borrower in an unnecessary predicament to limit his options. Attached hereto please find supporting documents.
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| 09/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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Email sent to XXXX XXXX and XXXX XXXX on XXXX : I spoke to XXXX XXXX ( Shellpoint, a division of Newrez ) three times ( XXXX, XXXX, and XXXX ) regarding my loan modification that was supposed to carryover from XXXX XXXX. On XXXX XXXX XXXX told me maybe they're still working on it, but never checked, just guessed.
Since my loan modification from XXXX XXXX that was supposed to carryover to Newrez, as promised, wasn't happening and I wasn't getting any definitive answers to my questions, I decided to apply again. I haven't received any information or request for information about this, but looking at my account today I see that many documents are being asked of me. All of this information/documents should have already been given to you from XXXX XXXX. I shouldn't have to begin the process again when I already completed the XXXX XXXX with XXXX XXXX and was approved for a loan modification. Newrez is supposed to legally honor the loan modification that was approved by XXXX XXXX before being transferred to Newrez.
I received a letter from XXXX XXXX, Newrez Compliance Department, dated XX/XX/2023 which states, " Newrez was able to locate the Loan Modification Agreement signed by you on XX/XX/2023. Nonetheless, the copy of the document provided by the servicer does not reflect it was executed before the transfer. Hence, our Loss Mitigation Department has reached out to XXXX XXXX to obtain the original copies and be able to proceed with the implementation of the loan modification. In the event additional information is needed, one of our Loss Mitigation Specialist will reach out to you. '' No one has reached out to me.
Therefore, I'm thinking I should file a complaint with the Consumer Financial Protection Bureau and the State of Michigan Department of Insurance and Financial Services. I don't understand why I'm getting the runaround. I was told that Newrez would honor my loan modification that I completed with XXXX XXXX before being transferred to Newrez. This all feels like a game and manipulation to me. It's a terrible shame that big mortgage companies treat their customers in such a manner.
I would like to reiterate the reason I initiated a loan modification with XXXX XXXX. In XXXX of this year XXXX, I was diagnosed with XXXX XXXX XXXX XXXX XXXX... ( *I provided details in my original letter ).
I would appreciate it if you would give me definitive answers as to why my loan modification hasn't been honored and when will it be implemented? I've never been late or behind with a mortgage payment in over 30 years and I would like to keep it that way and a loan modification would help me tremendously.
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| 06/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Sir/Madam, I am writing to file a formal complaint against NewRez LLC XXXX a mortgage servicer, for potential violations related to interest accrual and reporting practices. It has come to my attention that NewRez may be increasing the unpaid principal balance ( UPB ) during the forbearance ( FB ) plan period, resulting in an inflated interest-bearing amount and interest accrual on interest. Furthermore, NewRez has been consistently reporting an increased principal balance to the credit bureaus on a monthly basis. I believe these practices are in violation of applicable regulations and guidelines.
I assert that NewRez, as a mortgage servicer, is not capturing the delinquent interest accrual separately, increasing the note amount. This, in turn, raises the interest-bearing amount, leading to interest being charged on interest. Such practices may be in contravention of the rules established by relevant regulatory bodies, including the Federal Housing Finance Agency ( FHFA ) and the Consumer Financial Protection Bureau ( CFPB ).
In light of the above, I kindly request the following actions to be taken : Investigation : I request that the CFPB conduct a thorough investigation into NewRez 's interest accrual and reporting practices during the forbearance plan period. The investigation should assess whether NewRez is increasing the XXXX XXXX XXXX, leading to an inflated interest-bearing amount and interest accrual on interest.
Guidance : I recommend seeking clarification from XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX or the CFPB regarding the permissibility of increasing the principal balance during the forbearance plan period. It is important to establish clear guidelines and standards for mortgage servicers to prevent unfair and deceptive practices.
Reporting Accuracy : I urge the CFPB to address the issue of NewRez reporting an increased principal balance to the credit bureaus on a monthly basis. This reporting may misrepresent the true financial status of borrowers and could have significant implications for credit scores and access to credit in the future.
I believe that addressing these concerns is crucial for ensuring fair and transparent mortgage servicing practices, protecting the rights of borrowers, and maintaining the integrity of the housing finance system. I am prepared to provide any additional information or documentation that may assist in the investigation of this matter.
Please inform me of any actions taken or updates regarding this complaint. I appreciate your attention to this matter and your commitment to consumer protection.
Thank you for your prompt assistance.
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| 08/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, SC assumed all financial and legal responsibilities for a XXXX XXXX Carriage Manor Doublewide mobile home ( vin # XXXX & XXXX ). This mobile home was in my name XXXX XXXX, with XXXX mortgage was the leinholder ( acct # XXXX ). All paperwork was signed and the transaction complete. My 1st notice of problems with this transaction came in XX/XX/XXXX. Upon notification of a XXXX point decline in my credit score. Further investigation led me to contacting the reporting delinquent company was XXXX lending. I was told the account XXXX was solely in my name that XXXX XXXX was no where on the paperwork as owner/responsible party. At the time the account was 3 months delinquent causing the direct decline in my current credit score. XXXX was contact by me to inquire as to why this property had not been transferred out of my name and into their company 's or LLC. I Spoke to a " XXXX '' who assured me this was an oversight and would be rectified and followed up with an email stating those months that had been late, but the payments had been made bringing the account to current status. She assured me via phone conversation, her company would be working with the lending company to restore my credit standing. That did not happen, I was at the mercy of both these companies. I felt I had no other recourse but to continue to maintain current on time payments on all other credit accounts to slowly rebuild my score back to the normal XXXX.
Upon applying for a homeowner 's loan today, I have been confronted with the exact same problem only now the loan on the mobile home has been purchased by ShellPoint MTG who are currently reporting delinquency to the credit bureau negatively affecting my score in which ultimately reflected in my DENIAL for a homeowner 's loan. ShellPoint explained in almost the exact wording of XXXX ; this loan is solely in my name no other company listed as the responsible party. My name, but XXXX XXXX XXXX XXXX XXXX mailing information. Per the ShellPoint rep ( XXXX XXXX ) XX/XX/XXXX payment was made on XX/XX/XXXX exactly 39 days late, XXXX payment has not posted making XXXX payment 17 days late. My credit score has gone from XXXX to XXXX and now currently at XXXX due to the negligance of the company. I attempted to speak with XXXX Discount in reference to this matter, I was told once again by " XXXX '' all payments were made and made on time and that she did not know why this was still an issue.
I'm looking to resolve this complaint with the transferral of this property out of my name and a complete restoration to my credit.
Thank you.
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| 10/03/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I sold my house and closed on the property on XX/XX/2016. During closing the title company paid the second installment of my property taxes in the amount of {$2300.00}. I looked online the same day and noticed Shellpoint Mortgage also payed my tax payment the same day. I called and asked to Shellpoint to hold payment that afternoon due to the fact I just closed on the property. I was told that since they had n't received the payoff there was nothing they could due despite being almost 3 weeks early on the payment. A few days later my lawyer was able to contact XXXX County Treasurers office after they had received the payment from fidelity Title company so they were able to flag my account to avoid double payment from Shellpoint Mortgage. I have contacted Shellpoint multiple times on this issue with no resolve. When you call Shellpoint Mortgage you can only speak to the person who answers the phone in customer service. They will not transfer you to anyone. I 've asked to speak with someone in the tax department but every time I 'm told no. Also every time I call i 'm told a different story by the person on the other end of the line. As stated before I called on XX/XX/2016 around XXXX EST. about trying to get the tax payment stopped. I was told on that phone call that since they had n't received payoff there was nothing they could do. The Next time I called was on XX/XX/2016 at XXXX. EST. at that time I figured there would 've been plenty of time for them to receive and process my refund. I was told on that phone call that processing could take up to XXXX weeks and again I was told that I could speak to no one else but the person I was speaking with. I specifically asked to speak to a manager but was told that one was not available. So I waited until XX/XX/2016 to call again figuring that would be plenty of time for processing to take place. I made that call at XXXX EST. this time I was told that processing could take XXXX weeks. Again I asked to speak with someone in the tax department and again I was told no. This time the woman told me she would put in an email to the tax department about this situation and she 'd get back with me as soon as she got a response. Today is XX/XX/2016 and I still have n't heard anything from them. In between my calls my lawyer tried to intervene due to the fact he has power of attorney for me and he was told they could n't talk to him about my loan. He also sent a letter to Shellpoing Mortgage Servicing trying to resolve this issue but we 've receive no response to that letter either. I 'm fed up with dealing with this company and am asking for your help in this matter.
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| 05/15/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We purchased a home using a VA loan from XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. At the time of purchase, we were only required to have hazard insurance. We even have disclosures indicating that no other insurance was required. Seeing that we live near XXXX Texas, we thought it prudent to have flood insurance so we purchased that as well. Around XX/XX/XXXX, we received a letter from XXXX that the loan as to be transferred to NewRex LLC DBA Shellpoint Mortgage Servicing ( NR ). Shortly after we received our " welcome package '' from NewRes with a letter telling us about the transfer and where we could submit our next payments. There were no other indicators that anything we amiss with our mortgage. Nearly a week after XX/XX/XXXX, we received a letter from NR indicating that they did not have a current copy of our homeowners ' insurance. We immediately complied by sending them proof of our coverage. Shortly after XX/XX/XXXX, we received another letter indicating that they did not have proof of our flood insurance. Mind you this was not required when we purchased the home, nevertheless, we had it anyway so again we submitted proof of coverage immediately. About 2 weeks after XX/XX/XXXX, we received yet another letter indicating that we did not have wind insurance ; and again, it was never required and in this instance, we never purchased it. I received the letter sometime at the beginning of XXXX and at that point, COVID-19 was in full swing. It was increasingly difficult to reach anyone on the phone at NR to question why all of a sudden we were required to have wind insurance when there were no indicators that this was a requirement previously. I called non-stop and email incessantly but was not able to connect with anyone. towards the end of XXXX, after I received our 2nd notice related to the lack of wind insurance, I bit the bullet and purchased it opting to fight with NR about it later. Today, XX/XX/XXXX, I received yet another letter from NR ( dated XX/XX/XXXX ) that since I did not provide proof of coverage that they purchased it for me, back-dated it to XX/XX/XXXX, and billed me more than 3 times the cost of the coverage I had purchased for the property. We sent the proof of coverage about a week before this letter was generated as still they are trying to hold us liable for coverage backdated to a point when we had no idea we were even supposed to have it. They never notified us back in XXXX that this was even a requirement and now are trying to make us pay for their mistake. The prorated amount they are demanding we pay is more than the entire annual payment of our current insurance premium.
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| 09/02/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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New Res-Shellpoint Mortgage had marked me 30 days in XXXX of XXXX after being assured I was not going to have a late payment recorded as my loan transitioned from a repayment plan to the NY cap and extend. They claim I called and suggested I wanted a repayment when in fact I have multiple emails back and forth demanding the deferment of the forbearance that I was led on to believe I was getting after the 1st deferment they gave me back in or around XX/XX/XXXX. After the 2nd extension of forbearance was completed ( 3mos later ) they said not to apply for a deferment until the forbearance was totally completed as you can only be granted a total of 2 deferments total.
After being told we had reached the maximum months allowed in forbearance ( I was told over taped conversations which I requested all my called dating back 6mos on XX/XX/XXXX with XXXX XXXX ; a supervisor and never received. See attached ) I was told for the 1st time, " THEY WILL NOT AND/OR COULD NOT DEFER MY PAYMENTS THAT WERE IN FORBEARANCE AND I EITHER HAD TO DO A REPAYMENT PLAN OR COMPLETE MODIFICATION OR FACE FORECLOSURE ACTIONS IF IT REMAINED UNPAID ''.
It was at that time that I decided to choose the repayment plan which I believe started in XX/XX/XXXX. So, immediately after making a voluntary down payment of {$4500.00} to bring my payments down which I believe was due in XXXX, I found out I was eligible for the cap and extend program which I was just told ( again emails with shellpoint and phones show ) I was not. I immediately sent my rep, XXXX an email which he acknowledged and stated on XX/XX/XXXX ( email attached XXXX, that he was just needing his processing group to close out the repayment plan and open the automatic cap and extend and we would be all set. So, he eventually did that in XX/XX/XXXX as I waited and called and emailed throughout the month of XXXX to make sure I wasn't going to be reported late for XXXX, to no avail. XXXX passed by with the mortgage company delaying my file until finally issuing the cap and extend in late XXXX with a payment due date of XX/XX/XXXX. I quickly executed the agreement called to make that XX/XX/XXXX payment and was told to wait until the agreement was confirmed and uploaded which it was days later and I made the payment on time for the XX/XX/XXXX payment in the month of XXXX. I was never able to make a payment in XXXX because there was never a payment to make that month. So, to be reported as 30 days late for XXXX is in error as the mortgage company dropped slowed, delayed or was incompetent in getting me my paperwork in time.
I want the 30 day late removed immediately.
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| 10/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In the last quarter XXXX was two months behind on my mortgage payment During XXXX XXXX and XXXX I made six XXXX XXXX bill pay payments to XXXX XXXX.
to the total amount of over {$10000.00} each time I made a payment the automated system told me my last payment was in XXXX which was incorrect In XX/XX/XXXX A new company became my mortgage lender or loan servicer shellpoint mortgage I contacted them to find out what was going on and they told me there were no records of the {$10000.00} I paid my previous servicer And in order to avoid escalation I need to pay {$5000.00} immediately I beg borrow and steal from friends and family and came up with the {$5000.00} and paid them and asking them to check into the {$10000.00} I previously paid and they asked me to send my proof of payments in witch I did email the proof to Mrs XXXX at shellpoint she gave me her email address and I followed up my emails of documentation with a questions for a months did she get the documents does she understand everything?
I found out from another shellpoint representative that she can not receive emails nor replied to them The documents needed to go to loss mitigation or Loan Servicing 2 more months were wasted on this nonsense and I immediately sent the documents to the newly given email address and again contacted them and asked to speak to someone about this No one was available and of course they said they call me back They did not So I called in shellpoint and paid another {$2000.00} in XX/XX/XXXXand asked to speak to customer service because I was getting angry after several phone loops and department switching I finally got a hold of someone who left a message with themAnd I am awaiting a supervisor return my 3 phone calls asking for customer service help This has not happened Tbey no point mortgage Or telling meAs of todayor telling me XXXX I am five months delinquent This is impossible My mortgage payment is {$1100.00} a month since XX/XX/XXXX I have paid them {$17000.00} Full year of payments to my mortgage company is only {$13000.00} I have paid them {$17000.00} and they say Im five months behind and I can get no one to assist me with this they gave me a single point of contact to assist me he told me he cant do it, but he can except a payment Shellpoint mortgage is doing nothing to assist me with unique issue no matter who I speak to or how many times I verbally repeat myself Or continually email them about my situation nothing is done and I get the same old answers This problem started with my previous lender XXXX and it seems as if no one cares about my situation I need help!!
Thank You XXXX XXXX
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| 08/14/2018 |
Yes |
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- Trouble during payment process
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Web |
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In XX/XX/XXXX my mortgage was transferred to XXXX XXXX/Shellpoint. Prior to transfer I had a payment arrangement with my previous mortage holder XXXX XXXX. The mortage was behind due to the flood in Louisiana of XX/XX/XXXX. I had been working with Capital One to resolve the issue and a payment arrangement was created in XX/XX/XXXX. The payment arrangement was for three increased monthly payments, the first payment due in XX/XX/XXXX, the second in XX/XX/XXXX and the final in XX/XX/XXXX. In XX/XX/XXXX, there was to be no past due owed and normal payments were to be resumed. I have a copy of the arrangement as issued and signed.
I made the first XX/XX/XXXX payment XXXX XXXX. Then, the loan transferred to XXXX XXXX/Shellpoint. However, they did not yet have history of any documents from XXXX XXXX and they told me they would honor any arrangement previously made with XXXX XXXX. I sent them copy of the arrangement.
I made the second increased payment as agreed to XXXX XXXX/Shellpoint inXX/XX/XXXX, and I made the final increased payment as agreed to XXXX XXXX/Shellpoint in XX/XX/XXXX.
My past due balance should now be XXXX. However, my details page with the new mortgage servicer shows I owe over {$7000.00}. And my new monthly payment has increased by almost {$400.00}.
After contacting Shellpoint, I have been told they did not receive any payments made previously with XXXX XXXX. i provided Bank Statements and Mortgage Statements to prove payment. I also asked for a reason for the increase in my monthly payment. They said it was due to escrow but can not account for the increase. The taxes and insurance amounts due do not total the increase. And they can not explain the increase to me.
I contacted Shellpoint NUMEROUS times to clear this issue, but keep getting the same result. They don't have the information they need from XXXX XXXX. I contacted XXXX XXXX and was told they don't have the information any longer due to the transfer.
I was then told to contact the Escalations Department at Shellpoint. I emailed them to try and resolve this issue. I have only received a letter from them that they would look into the issue. However, since then, I have received numerous additional letters that my loan is in default and of their intent to accelerate the loan.
I have tried to call the escalations department, but the voice recording just says they will contact me upon completion of review.
Now, I have two certiifed letters waiting for me. And my account details page still says I owe over {$7000.00}. The last letter I received from Shellpoint said I owed over {$5000.00}.
I need assistance. Please.
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| 03/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In late XXXX, 2019, we received notification that our home mortgage would be transferred from Shellpoint Mortgage Servicing to XXXX XXXX, effective XX/XX/2019. Our mortgage payment is always due on the first of the month, and the notice advised that with the effective date, we should pay our mortgage to XXXX XXXX on XX/XX/XXXX.
On XX/XX/XXXX, I contacted XXXX Bank to make our mortgage payment and right before providing our banking information, noticed that Shellpoint had conducted an auto-transfer from our bank account for the XXXX mortgage payment ( on XX/XX/XXXX ; we previously had been set up on an auto-withdrawal with Shellpoint for our monthly mortgage payment ). The customer service rep with XXXX XXXX advised that Shellpoint would likely transfer the payment to them. Around XX/XX/XXXX, XXXX XXXX contacted me to make me aware they still had not received the mortgage payment. As of XXXXXX/XX/XXXX, Shellpoint still had not transferred our mortgage payment to XXXX XXXX and so I contacted them. The Shellpoint customer service rep acknowledged the mistake and promised to refund the money to our bank account by XX/XX/XXXX. On XX/XX/XXXX, that had not happened, so I contacted Shellpoint for the second time and had trouble getting a straight answer about their plan for rectifying the mistake. Someone was supposed to call me back that day with an answer but they did not.
Of note, I made the XXXX mortgage payment on XX/XX/XXXX, to XXXX Bank, per the schedule.
On XX/XX/XXXX, I called ShellPoint for the third time and this customer service rep said they would wire the money to XXXX the very next day ( XX/XX/XXXX ). On the morning of XX/XX/XXXX, I contacted XXXX and confirmed they had not received a transfer of our mortgage payment from Shellpoint and requested a statement of all moneys received. I then contacted Shellpoint for the fourth time and once again, the customer service rep acknowledged the mistake but did not have an answer for me. She said she would fast-track it to her manager and asked me to call back that afternoon.
I contacted Shellpoint that afternoon ( XX/XX/XXXX ) for the fifth time and experienced the worst customer service of all five calls. The gentleman was rude, talked over me, refused to let me speak to a manager, refused to provide me a date of when they would transfer the money to XXXX and kept telling me they had 60 days to transfer everything. He said a manager would cal me back.
As of today, XX/XX/XXXX, Shellpoint still has not wired the money to XXXX, nor transferred it back to our bank account, nor have they returned any of my five phone calls.
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| 08/19/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX ), XXXX XXXX XXXX XXXX XXXX # XXXX ), XXXX XXXX XXXX XXXX # XXXX ), XXXX XXXX XXXX XXXX # XXXX ), and XXXX XXXX XXXX XXXX # XXXX ), The above mentioned attorneys Filed a misleading petition/obtained default judgment that caused my XXXX XXXX debt free " Homestead XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' ( appraised at {$68000.00} ) to be foreclosed on and relocated from XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX XXXX to an unknown location in XXXX XXXXXXXX XXXX
Neither XXXX XXXX XXXX, clients, successors, entities, or persons held any lien security interest against my property. To shorten a long story, XXXX XXXX XXXX failed to pursue due diligence and improperly foreclosed on my Homestead under the impression that my Homestead belonged to another person.
" On or about XXXX XXXX, Attorney XXXX XXXX XXXX confirmed to both XXXX Police XXXX XXXX XXXX, and myself that I would be financially compensated for the financial injury they committed towards my family homestead.
Its been over XXXX months and I have yet to receive any compensation whatsoever, and now they are avoiding responding to me.
Through open records request, I also discovered that XXXX XXXX XXXX and its clients failed to obtain any building permits and TxDMV single trip moving permits as is required by law to relocate my Homestead Property. The permit violations alone carry a {$2000.00} dollar a day fine from February till today, and the fines continue until XXXX XXXX XXXX and its successors cure the permit violations. To date and counting the XXXX XXXX XXXX will owe XXXXXXXX XXXX XXXX {$320000.00} in fines, notwithstanding the injuries owed to myself and my family.
My XXXX just XXXX of XXXX and the funeral bill nearly bankrupted me. I've also had to move my XXXX and XXXX XXXX out of a very hostile environment.
I am taking on extra debt and times are too hard for XXXX XXXX XXXX to do ignore its responsibilities to everyday working families.
XXXX XXXX Officials have informed me that XXXX XXXX XXXX CAN NOT DELIVER MY HOMESTEAD BACK TO XXXX AS DOING SO WOULD VIOLATE XXXX XXXX LAWS ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... SO WHAT OTHER CHOICE DO THEY HAVE BUT TO COMPENSATE ME AS THEY CONFIRMED THEY WOULD TO XXXXXXXX XXXX XXXX XXXX XXXX AND MYSELF NEARLY XXXX MONTHS AGO?
I am in the process of trying to find a new homestead for my family, and having to take on debt that I wouldn't otherwise have had to take had XXXX XXXX XXXX not illegally foreclosed my home in the first place.
In XXXX name please help.
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| 10/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage bank has changed my point of contact multiple times. I am unable to reach them on the phone or email. I have sent multiple emails to the last 3 point of contact they have changed me within this year and none have responded to my emails. I called and spoke to a customer representative Ms. XXXX XXXX, I explained to her I couldnt reach my point of contact XXXX XXXX and had send sent her an email requesting a FHA COVID-19 Loss Mitigation Options ( COVID-19 Recovery Modification ) for owner occupied house ; she said XXXX XXXX is no longer with Shellpoint Mortgage and my new point of contact was XXXX XXXX, she said Ms. XXXX will call me within 3 days but I have not received any calls or response to my email letter from her. I also left a voicemail to Ms XXXX. I found out a week later that the email Ms XXXX XXXX gave me for Ms. XXXX is wrong and I sent an email to new email for Ms. XXXX.
I am confused and very afraid because Shellpoint Mortgage has sent me multiple letters saying I owe and may face foreclosure. Also on XX/XX/2021 an agent representing Shellpoint Mortgage came to take photos from my house, he told personal information to my friend that was outside, he told her my name and told her he was from Mortgage XXXX and that it could be a foreclosure of my home. Before XXXX pandemic I never took forbearance or made any loan modification.
My forbearance ended on XX/XX/2021 and that day I sent email to my then point of contact at XXXX Mortgage requesting FHA COVID-19 Loss Mitigation Options ( COVID-19 Recovery Modification ) for owner occupied house. In that email that I sent to multiple point of contacts, I also attached my offer letter for a new job Im starting on XX/XX/2021.
I read online that if I can not reach my Mortgage Bank and start modification within 30 days after end of forbearance that the mortgage bank can start foreclosure proceedings on me even during Covid-19 pandemic. I have being deeply affected by Covid-19 and lost many loved ones, I have nowhere to go if my home is foreclosed. I have tried to contact my mortgage bank through multiple means and unable to reach the point of contact for my case who can explain to me the process and help me with FHA COVID-19 Recovery Modification after forbearance with current payment moved to end of loan claim.
I can attached offer letter I sent Shellpoint Mortgage showing my reduced income, Photos of Shellpoint mortgage agent who spoke with my friend outside my house. I can also attach letter I sent to multiple Shellpoint point of contacts where I request FHA COVID-19 Recovery Modification after forbearance.
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| 08/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have experienced multiple service related issues with my current mortgage holder. They begun with a refinancing process that was completed on XX/XX/2020.
The refinance was completed with XXXX XXXX XXXX XXXX XXXX Their contact information is : XXXX XXXX XXXX XXXX XXXX XXXX
NMLS # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX The refinance was completed for a loan amount of {$280000.00} which was inclusive of the following : 1. {$6700.00} in closing costs ( including funding of the escrow account ) 2. - {$450.00} in prepaid closing costs 3. {$270000.00} in loan payoff.
Since at the time of refinancing, the loan balance was {$270000.00} and the loan payoff amount exceeded that, {$1300.00} was applied as principal reduction to borrower. This is indicated as such in section ( K ) of the closing documents.
Soon after refinancing on XX/XX/2020, the loan was sold to 'NewRez '. The contact information for NewRez is : NewRez LLC NMLS # XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX PA XXXX XXXX NewRez failed to do the following : 1. Apply the first mortgage payment in a timely manner ( the payment in the amount of {$4000.00} was made on XX/XX/2020 but was not credited till XX/XX/2020 ). Thus, the outstanding loan amount that accrued interest was higher for more than 30 days.
2. Failed to reflect the correct loan balance of {$280000.00} - {$1300.00} XXXX principal reduction as explained above ).
3. On XX/XX/2020, NewRez failed to make a payment to the homeowner 's insurance provider : XXXX XXXX which resulted in a cancellation of the policy due to non-payment, and subsequent attempts to reinstate the policy have resulted in a rate increase from {$410.00} ( per year ) to {$660.00} ( per year ).
Several attempts have been made to contact NewRez to resolve these issues and the only notification received thus far is a request for additional time from NewRez to resolve this issue.
NewRez was first approached on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX, NewRez was provided with all relevant documentation : Copy of the check that indicated the loan payment of {$4000.00} referenced above in item ( 1 ), Closing documents that reflected the accurate loan balance, referenced above in item ( 2 ).
This information was sent again on XX/XX/XXXX at the request of NewRez.
It has now been over 90 days since the first time NewRez were approached to resolve this issue, and yet, no development has occurred. Additionally, I have to reinstate the homeowner 's policy and pay the premium out of pocket in order to maintain coverage.
|
| 04/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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I was under a covid 19 forebearance program. I was contacted in XXXX of XXXX that I had to make a payment of over {$50000.00} to bring my account current. No other amount will be acceptable. It took me just under 60 days to sell belongs cash in CDs ask family and friends for help and of course had to go to zero expenses to raise the money.My wife and I did and paid it current in XXXX of XXXX. The amount paid was {$53000.00}. On my credit report I notice that I was charged a 90 day lateness in XXXX of XXXX and a 90 day lateness in XXXX of XXXX. This has done tremendous harm to me because my insurances, all of them are going up, and it makes it impossible for me to get a mortgage, lease a car as that payment amount is unaffordable, or take advantage of deals that require a store card. I want to refinance a property to get money to get caught up on my bills. I have a ton of equity just no cash. Will not qualify for an FHA manual underwrite because of these latenesses. I contacted shell point and I am told they have been asking for the money since XX/XX/2022. I was able to get the statements they claim to have sent me. I never recd a statement from them in XX/XX/2022 nor XXXX of XXXX. Secondly, how can they ask me to go from no payments for the past 10 months or so to a XXXX time XXXX plus payment, and accept no other amount as a payment option. Thirdly, they reported me 90 days late in XXXX. The first payment statement they said they sent was in XXXX. How could XXXX be 90 days late? That would mean I should have gotten a statement in XXXX of XXXX, which even they admit to not sending me. I feel that my credit report is not accurately reflecting this account. There is no payment being asked of my until XXXX on the credit report. On the credit report it states that amount is {$1700.00} is due in XXXX. I have statement that the payment amount being asked was over $ XXXX. In XXXX it says amount due is XXXX my regular payment and reflects the {$53000.00} payment bringing the account current. The account statement for XXXX states over $ XXXX is due. Lastly the XX/XX/XXXX late has to be removed because they only sent me a statement in XXXX according to them, so how could XXXX be 90 days late? XXXX XXXX 90 day lateness should be removed for 2 reasons. First is they never notifed me that an amount was due until XXXX. Second reason is the latemess and credit report make it appear that a {$1700.00} payment was not made in XXXX when that was not being asked of me. I was asked to may over $ XXXX. And because asking someone like me to come up with {$50000.00} cash today is very hard.
|
| 05/14/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I started when I was laid-off back on XX/XX/2018. I got behind a couple of months. I paid one month when I received my tax return. I applied for a modification with XXXX which was my Mortgage Company. They denied me the loan mod. due to unemployment was not considered an income. I found a job in XX/XX/2018. I applied for the loan mod. again resubmitting documentations and application along with pay stubs. I was able to make one payment. XXXX would repeatedly state that they never got all my paperwork send it again. Then one day they told me my loan was being sold and they had all my documents and they would transfer my docs to my new Lender Shellpoint. it took a month for me to finally get my transfer completed. Shellpoint stated that they did not receive any documents from XXXX and I would need to start the process over again to get a loan modification with them. So I asked if I could make at least make a payment and they stated no not at this time they would need at least {$5000.00}. So I begin to scan my mod. application and all the documents they requested. and again they would state they never received or they would request that it should be sent a certain way. When I started getting the run around again around back in XX/XX/2018. I decided to seek help. So I hired a Law Firm needless to say it still was no help everything I submitted to the Law firm and cc Shellpoint documents was still incomplete the Law firm was upset as well. I just don't understand now I'm paying a Law firm when I should be paying my mortgage. I'm so upset I can't sleep at night I work and I have a business which is suffering as well. When I could be thriving in my business if it wasn't for this foreclosure hanging over my head. I have a license Group home that I can have provide services for the Elderly and XXXX adults to live in family environment instead of nursing home. I have a Provider and medicaid number I can bill their insurance companies for the services that we provide. But unfortunately I had to return my Residents in fear that I will be foreclosed. Shellpoint Mortgage is not letting me make payments by giving me the chance to modify my loan and keep my home. I don't know if the Law firm is in on it as well. This is not fair for hard working families. I have all the emails and documents that was faxed and scanned to XXXX, Shellpoint and Attorney 's office. I have answered every request the Attorney 's office only calls me back when I call them for updates. and when I receive mail from Shellpoint 's Attorney I immediately update the Attorney. Please help this so frustrating!!!!
|
| 10/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American |
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We contacted the company by phone and they have not resolved the matter. Here is the letter we sent : XXXX XXXX XXXX # XXXX Ladies and Gentlemen : I am writing to demand that you reverse a late-payment entry that you have reported to the three national credit-reporting agencies regarding the above-referenced mortgage loan and that you request those agencies to remove your report.
On XXXX XXXX, XXXX, I sent you a payment of {$XXXX}. ( Our monthly payment amount is {$XXXX}. ) The payment was in the form of two checks for {$XXXX} each, one drawn on my personal bank account and the other drawn on the personal bank account of my wife, XXXX XXXX XXXX. In the process of reconciling her account a couple of weeks later, my wife saw that her check had not cleared. I reviewed my account and saw that my check had cleared. ( A copy of the canceled check is attached. The endorsement reflects a date of XXXX XXXX, XXXX, confirming your receipt. ) On XXXX XXXX, XXXX, I spoke by telephone with a representative of Shellpoint Mortgage Servicing and explained that one of the checks had not cleared. I was informed that Shellpoint used an automated system that likely processed only one of the checks. I was told that they would try to locate the other check. ( I provided them with the check details. ) I was assured that this would have no negative implication for my credit score. I called several days later to follow up and was informed that they were unable to locate the check. Accordingly, XXXX XXXX put a stop payment on her check, and on XXXX XXXX, XXXX, I made a payment of {$XXXX} rather than what then was our customary {$XXXX}.
I now am applying for a mortgage on another property, and I have been informed that my credit score is about XXXX points below what I believe it otherwise would be due to your having reported the XXXX XXXX payment as late. That should never have been reported as such : I was not lateit was a processing mishap at Shellpoints end. Needless to say, I am not happy about this, and it is holding up and very possibly blocking my ability to obtain financing. Please reverse this late-payment entry and correct this with the credit agencies IMMEDIATELY. Time is of the essence here, because of my pending application for financing. I am at risk of losing the financing and ultimately the property that I am under contract to purchase ( along with my deposit ). I do not want to report this to the FTC, but I will do so if I do not receive a satisfactory response within 24 hours.
Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Cell XXXX
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| 05/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Hello, our names are XXXX XXXX XXXX and XXXX XXXX.
We are placing this complaint because we are having some issues with our mortgage bank ( SHELLPOINT MORTGAGE SERVICING ). Its about an imposed charge for extra coverage on our escrow account. That had happened last year with the amount of XXXX $ ( see attached table on XX/XX/XXXX ) ; that was then when everything started. We received some letters regarding our propertys hazard insurance. We took the letters to our insurance agent ( XXXX XXXX XXXX, XXXX, his name is XXXX XXXX. At that time, we were able to provide them with the master policy from the townhouse retroactively for 4 years ( XXXX, XXXX, XXXX, XXXX ) because they were charging us for all these years backwards.They reviewed and recalculated my escrow accordingly by XX/XX/XXXX ( see attached table ). The thing is that when we thought that everything was resolved, they started again in XXXX, XXXX. They sent us another letter. This time they were requesting an HO6 for extra coverage ; and again, they wanted it retroactively up to XXXX, XXXX, XXXX. We sent them a policy we bought through our insurance agent ( XXXX XXXX ). At first, they didnt want to include it on my escrow, so they didnt accept it on XXXX, XXXX when I sent it. Later, they accepted it, but it was too late because, once again, they bought an insurance and disbursed $ XXXX on XXXX XX/XX/XXXX and {$330.00} on XX/XX/XXXX respectively. As you can see on the attached table on XX/XX/XXXX, we sent our policy through our agent and this time it was accepted. We called several times spending so much valuable time over the phone without success. They said they are NOT going to reimburse ( XXXX $ ) that money back into our escrow because they are arguing that they had sent me letters regarding that issue in the past, which is not true. By the way, that was the very first time they requested that type of insurance ( HO6 ) because the previous times they were referring to the hazard insurance ; and we accordingly took care of that. My agent, XXXX keeps in records all the letters.
Here, I am attaching this table so that you can better understand our request. Please, advise I am really disappointed with this Bank. I really want to solve this issue because it is so unfair. This is a mess! They have just Increased our mortgage payment by more than {$400.00} a month until XXXX because the escrow account is in negative balance for up to {$4000.00}. Please, take your time to review this for us because we are done dealing with this bank. Please, advise Thank you in advance.
Best Regards, XXXX XXXX.
XXXX XXXX.
|
| 11/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
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Shellpoint Mortgage Servicing is in violation of CFPB 1024.37 ( b ) Basis for charging borrower for force-placed insurance. A servicer may not assess on a borrower a premium charge or fee related to force-placed insurance unless the servicer has a reasonable basis to believe that the borrower has failed to comply with the mortgage loan contract 's requirement to maintain hazard insurance.
The property is a condo and they are requiring I provide them with master HOA insurance policy showing the renewal. I obtained an updated copy and provided it to them multiple times. It is the same policy number, coverage amounts etc. as the previous policy and shows updated coverage dates. Please note this is a recurring pattern with this company .This has happened to me twice since my account was transferred to them in XX/XX/XXXX. I provided them a copy of master HOA policy at that time and several times after and they still forced placed insurance and it did not get resolved until XX/XX/XXXX and now the exact same thing is happening again due to insurance is an annual policy.
I received a letter from them on XX/XX/XXXX advising a renewal HOA hazard insurance was needed. I uploaded the renewal policy to the portal as indicated on the letter at XXXX along with a code to enter on XX/XX/XXXX.
I received no reply. XX/XX/XXXX I received a second and final notice to provide insurance. I called Shellpoint on XX/XX/XXXX and after an extensive hold time spoke to a rep in the insurance department who didnt seem to know what an HOA master policy was and told me to upload my tax bill because they were so clueless as to what insurance is. After I repeatedly corrected their rep, I was told that portal on the letter was not good and that I should log into their website for better service and attach the proof of insurance to an inquiry. There is no mention of this on either letter. I did as suggested the same day and sent the HOA renewal policy through another tool on their website. I was told it would take 3-5 business days for it to be reviewed and the only way I could tell if it had been cleared and accepted was by checking my statement. On XX/XX/XXXX I received my statement showing Lender placed insurance hazard disbursement on XX/XX/XXXX for {$160.00}. This is the 2nd time in a row they have done this to me and is a clear abuse of power especially to people who are uniformed of the process and unfamiliar with regulations such as this one. They are unfairly charging customers by charging for Lender forced placed insurance when proof of adequate insurance was already received by them.
|
| 05/27/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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|
I got sick in XX/XX/XXXX. I lost my job. I had XXXX and was out of work for months. From day one I have been in contact with my mortgage company. updating them monthly on payments or when i can make payments. i ended up being put on a forbearance. this helped me get some payments done. I was still unemployed. i called back to see if there was anything i could do. they told me i could apply for putting the past due payments on the back of the loan when the forbearance was done. i called back and was told the fha loans program had changed and i had to wait 90 days past due to apply for this payment assistance. At this point i was working and i had told them this. i wanted to start making payments but was told i wouldnt be able to get help with the past due if i dont let my account go 90days past due. i was very scared to do this, but did it. im not even to 90 days yet, that will be on XX/XX/XXXX. i called on XX/XX/XXXX and spoke with an advisor who took all my info for the form to apply for the assistance for putting payments on the back of the loan. i called on XX/XX/XXXX and was told that i was only able to apply for either the forbearance or the other program i couldnt do both and also 90days will show up on my credit. this is the first time hearing this. i was very upset. i asked to speak with the manager. i explained my situation and he told me i have a job and im unable to apply for ANY kind of assistance. i was very upset and was crying. this was extremely stressful for my situation. i called back and spoke with someone, she made one comment let me fix your notes not sure if she was changing my notes. then told me whatever the manager told you, is what you have to do. i asked again what were my options to get my account current and she said my ONLY option was to pay my mortgage. she told me personally if it was me i would be getting a loan or selling stuff, anything to pay my mortgage. she told me at the current date there was nothing i could do. i said at what date can i get assistance and she would not tell me. at this point i have talked to multiple people everyone says different things. this is going to effect my whole family and my health. i was told by this company to stop making my payments to be able to apply for help. this is not right! i have contacted an attorney for legal help because this is my first time owning a home, i dont want to lose my home. i thought by keeping in contact and explaining my situation that wouldnt happen. i dont trust them. i feel like im being punched. i also have names of the people i spoke with as well as the manager.
|
| 12/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
|
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I am writing to lodge a formal complaint against Shellpoint Mortgage Servicing for its alarming and unfair practices during the COVID-19 forbearance period, as well as its improper foreclosure filing. This situation has placed an undue burden on me, and I believe Shellpoint Mortgage Servicing has violated key regulations set forth by your agency.
During the COVID-19 forbearance, I entered into an agreement with Shellpoint Mortgage Servicing to temporarily pause my mortgage payments due to pandemic-related financial challenges. Despite my willingness and ability to make payments, I encountered significant barriers intentionally set by Shellpoint Mortgage Servicing. Specifically, the company has a practice of not allowing online payments, a crucial method that many homeowners rely on. Moreover, Shellpoint Mortgage Servicing failed to proactively provide viable options for making payments or communicate the end of the forbearance period.
In my attempts to address these issues, I communicated both in writing and over the phone with Shellpoint Mortgage Servicing, explicitly stating my challenges with making online payments. Unfortunately, Shellpoint Mortgage Servicing did not take appropriate steps to accommodate my needs or provide any alternative solutions nor the necessary information to avoid potential negative consequences.
To my dismay, I discovered that Shellpoint Mortgage Servicing improperly reported my account as past due and initiated foreclosure proceedings against my property. This unjust action has not only damaged my credit but has added an unnecessary burden on homeowners like myself who are fully capable and willing to make payments but face intentional barriers set by the lender.
I am formally requesting that the Consumer Financial Protection Bureau thoroughly review this matter and take decisive action to ensure Shellpoint Mortgage Servicing complies with your agency 's guidelines. This practice not only jeopardizes the financial well-being of homeowners but also goes against the spirit of the protections put in place during the COVID-19 pandemic.
Enclosed with this complaint, you will find relevant documentation, including records of communication with Shellpoint Mortgage Servicing, foreclosure notices, and any other pertinent information that may assist in your investigation.
I implore the Consumer Financial Protection Bureau to intervene and address these unjust practices promptly. Your attention to this matter is crucial in protecting the rights and financial stability of homeowners facing challenges during these unprecedented times.
|
| 10/22/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Shellpoint Mortgage Servicing This is a two-part complaint against Shellpoint Mortgage Servicing, and XXXX XXXX XXXX XXXX for the handling of my mortgage during my forbearance from XX/XX/XXXX - XX/XX/XXXX. The first complaint is with Shellpoint Mortgage Servicing ( SMS ). On XX/XX/XXXX, I applied for a forbearance. However, my mortgage was paid in full for all previous months including XX/XX/XXXX. Although, starting XX/XX/XXXX, I was unable to make the full payment, so I called Shellpoint, Loss Mitigation Department to speak with an agent. After speaking with him for several minutes and discussing several options, the agent advised me that the best plan to fit my needs would be the forbearance with a deferment. This would allow me to place all missed mortgage payments at the end of my loan. In additional to selecting the best repayment plan, the agent asked if I could make partial payments of {$220.00} per month, and on each monthly check write the month and state for the escrow payment only. I said yes, and I agreed. I made 11 payments of {$220.00} per month and I made one payment of {$220.00}, for a total of {$2600.00}. Please see copies of all checks.
... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
Now, this takes me from XX/XX/XXXX- XX/XX/XXXX. On XX/XX/XXXX, I received an email from Shellpoint, Loss Mitigation Department. I was informed that the forbearance was ending on XX/XX/XXXX, and that I needed to pay {$5700.00} to bring my loan current. If I was unable to do this, I needed to contact Shellpoint before XX/XX/XXXX. Please see email dated XX/XX/XXXX. I did not contact Shellpoint, Loss Mitigation Department until XX/XX/XXXX, to discuss my payments because I wanted to wait until I received copies of the checks that I had paid to Shellpoint in the past. I did not speak with the agent again, but I did receive a letter date XX/XX/XXXX, the letter discussed payment options. Please see letter dated XX/XX/XXXX. In XX/XX/XXXX, I made an additional payment, please see check # XXXX, {$490.00}. I paid a grand total of {$3100.00}. Also, on XX/XX/XXXX, I received a letter from Shellpoint with a breakdown of how my money was used, but this amount does not add up to what I paid. Please see letter dated XX/XX/XXXX.
... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......
|
| 04/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I spoke to XXXX at New Rez Loan Servicing at XXXX XXXX this eve, XX/XX/XXXX regarding forbearance on my loan # XXXX. I applied for Forbearance/Deferment as per the CARES ACT online on XX/XX/XXXX and uploaded all required docs as per their website.
1 ) New Rez Borrower assistance form 2 ) DODD FRANK disclosure 3 ) XXXX 4 ) Bank Stmt 5 ) LOE on my income loss Tonight when I spoke with this representative via phone she used scare tactics with me and alluded to the fact that I can ONLY get 3 months forbearance and that she knew nothing about the CARES ACT and that after 3 months my options would be : 1 ) pay back the 3 months in full 2 ) Loan Modification for a 40 YR term and add 3 months to principal 3 ) Payment Plan I am gravely concerned because the CARES ACT specifically states up to 180 days and not 90 which this lady indicated.In addition, how does one pay back this amount in 90 days when they have 100 % loss of income a a sole proprietor? I do believe she was trying to get me withdraw my application by giving me grim hope of any relief and help. In addition NEW REZ is asking for documents not required by the CARES ACT to provide if hardship was due to COVID19. I am attaching their doc request forms directly from thier loan portal and proof I uploaded this. I have also received correspondence asking me to sign authorization for credit and income. WHY? this is not required. See all uploaded docs and screen shots of what I provided and mailed back.
CARES ACT reads : if you experience financial hardship due to the coronavirus pandemic, you have a right to request a forbearance for up to 180 days. You also have the right to request one extension for another up to 180 days. You must contact your loan servicer to request this forbearance. There will be no additional fees, penalties or additional interest ( beyond scheduled amounts ) added to your account. You do not need to submit additional documentation to qualify other than your claim to have a pandemic-related financial hardship.
I am asking for CFPB to investigate this servicer and their internal practices of FEAR based lending to their borrowers. It is especially important now more than ever when many of us are vulnerable, feel helpless and need financial help so as to keep our home. I would much rather be working and paying my bills then having to feel lost and abandoned. It is unfair and somewhat discriminatory against those of us who are in this position to make us feel like we have no options and to ask for documents not legally required in CARES ACT. They should be fined for this privacy issue.
|
| 08/20/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2023 a tree fell on my house. 8 days later the adjustor for my insurance came out for damage estimate and gave me a check stating that they had to include my mortgage company as a payee, don't endorse the check, send it to Newrez for endorsement when they return it, I can then endorse and process the check to begin repairs. I immediately contacted Newrez customer service department. The agent that answered the phone didn't try to transfer me to any other department, insisted that I commit to a date that I would be making my next mortgage payment ( that wasn't due yet ), then gave me the address. I sent the unendorsed check by overnight mail on the XXXX of XXXX. They signed for it on the XXXX, and we didn't hear anything until the XXXX of XXXX, when my wife XXXX XXXX XXXX called. She navigated her way through a confusing automated menu, and finally got to the correct department, to be told that this was the 1st time that we called. Got a very brief walk through their process, told that we needed to fill out an owner 's affidavit and send in a copy of the adjustor 's report. We sent that paperwork XXXX on the XX/XX/XXXX ( signed for on XXXX ). We waited until the XXXX when again we called.
I was told that they see the check, was there and the other paperwork was there, but not uploaded yet. Once the paperwork was uploaded they would decide how to proceed with processing the check.I waited until the XXXX hearing nothing I called back, being told they would be sending the check back to us for endorsement to send it back for an 8-10 day processing before initial payment was issued. Unsatisfied I went to my insurance office and the office manager called on my behalf. Now being told we also needed to send in a signed contractor 's estimate, and we are given a tracking number for the check being returned to us. XX/XX/XXXX not seeing any activity on the tracking number given ( that was created on the XXXX ) I called yet again, to be told that the check was sent out on the XXXX by standard mail. I then asked to speak with a supervisor. I then was told that the check was being sent out XXXX on the XXXX of the XXXX, and a return label was created and emailed to me, verified I received it, and stated I could either print the label myself or take it to a XXXX XXXX and send it back overnight. All this time, the only thing we've been able to do is have the tree removed and sit and wait as our roof continued to leak having to be tarped again, which caused more damage. Getting no answers as to why it was taking so long to get this processed for repairs to be made.
|
| 12/15/2020 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
On XX/XX/XXXX, my mortgage servicer changed to ShellPoint mortgage. I received notice, dated XX/XX/XXXX, from ShellPoint, and didn't see it until after my payment for XXXX was sent to previous mortgage servicing company.
In the middle of XXXX, I received a letter threatening foreclosure since my account was now past due by {$2600.00}. I called to speak with my 'SPOC ' - and was told that person was no longer my SPOC and was combative when I pushed for answers on why Shellpoint thought I was behind in payments. I requested a supervisor to talk to. I was informed there were no available supervisors, and that one would call me back. I was given another person as a SPOC, and tried calling the number, and couldn't reach that person, so choose to talk to another person in the department, who couldn't help me. I was given yet another name to call. I tried calling that person, and was unable to reach them. As for the supervisor request, I never received a call back. I spent close to 3 hours trying to get this sorted out.
I then called back at end of XXXX ( XX/XX/XXXX ), trying to clear this up so it wouldn't show on my credit report, and was informed that I was dealing with collections. At this point some of the monies paid to my previous servicer was applied to my account, leaving an underpayment of {$1000.00}. Even though I again asked for a supervisor, I was transferred to customer service because my account no longer met the collections department requirements. I was told to submit bank statements showing my payments to the previous mortgage servicer. I did so that day, with a request for an accounting of how my account was past due. It took another 2+ hours of my time to get this little bit of information from ShellPoint, and send a written response.
It is now XX/XX/XXXX, and I have not heard back from ShellPoint mortgage servicing, so I called to speak to a customer service rep again. It took 15 minutes for my call to be connected, and the rep said she would take a few minutes to research my account. After being on hold for 10 minutes, I got pushed into another queue. This rep said that they had requested information from my previous mortgage servicer on XXXX, and that they had not heard back. But now that they had the 'proof ' of my payment, they will 'escalate ' the request with previous servicer. I have spent 5+ hours of my time trying to make sure my mortgage is paid properly, and that there are no adverse credit effects as I am trying to rebuild it after being laid off earlier this year and missing some payments on other accounts here and there.
|
| 01/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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Purchase mobile home XXXX refinanced ground in with new loan through Greentree servicing LLC. It changed hands in XXXX to consaco finance servicing both Greentree and Consaco was contacted by XXXX asking to have my name removed from loan as co-bower. In XXXX is when we divorced. However it has never been taken out of my name from XXXX. I know Ditech is who owns mortgage in XXXX when XXXX passed away. Call asking about ins that was on loan from day one if something happened to either of us the loan would be paid off? I was told it was refinanced to keep out of foreclosure in XXXX and I've also gotten document that's be notorized by someone in XXXX XXXX expires XXXX submitted by XXXX XXXX XXXX from XXXX and XXXX XXXX XXXX firm in XXXX KY saying the pay off date of XX/XX/XXXX had been omitted from the mortgage executed XX/XX/XXXX? Says mailed to both XXXX and co-bower at XXXX XXXX XXXX XXXX Ky on XX/XX/XXXX. It was also signed off on at courthouse in XXXX and filed. I never received anything I didn't live there since XXXX and though I'd been removed from loan. I've asked how did loan get refinanced without my signature in XXXX Ditech refussd to give me info and told me regardless I would pay the debt. Also asked why was payoff date omitted from loan in XXXX was told by Ditech and Shellpoint that now holds mortgage they have no reganition of that but I was going to pay loan. I've also called XXXX XXXX XXXX twice with no return call back. No matter how I try and get info no one tells me anything and no one will send documents they do have so I can put it together. I've hand written request also emailed request. I've sent request to land title company also no response either. Not only did they threaten back in XXXX about foreclosure and again in XXXX but without my knowledge it looks like they got the mortgage forbearance or refinanced loan in some way. I've also called XXXX office here in XXXX Ky and was told by them that the said property is in XXXX 's name only no second person. How does that happened if ground was tied in with mobile home in XXXX at time of purchase? If it was done correct it would show it in both names like loan does? I've not been aware of any of this for yrs it wasn't till the death of XXXX that I became aware of debt and all the issues from these companies that are all tied together leading back to Greentree servicing LLC. I've also asked and sent required things to have my name changed on loan since they says it's mine nothing been done also death certificate was sent to Ditech to remove XXXX leaving in co-bower nothing 's been done.
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| 12/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I entered into forbearance with Shellpoint mortgage. However, I paid {$10000.00} on that date. On XX/XX/XXXX shellpoint advised although I was in a continued forbearance I should make payments if possible. From XX/XX/XXXX to XX/XX/XXXX I made approximately {$32000.00} in payments. During which I constantly asked for my total balance due and owing to become current. I was always given a repayment fee that includes foreclosure fees. This fee made in impossible for me to become current. On XX/XX/XXXX I paid {$13000.00} and was enrolled in 6 month repayment period for rears. My request for what total fees went unanswered. In XX/XX/XXXX I was offered and accepted a lump sum repayment offer of {$5700.00} to be paid on of before XX/XX/XXXX. I again, as in my other 11 requests, for an itemized break down of what the {$5700.00} included. I was told audibly the fees were as follows {$3800.00} XXXX & XXXX {$370.00} late fees {$40.00} insufficient funds {$2300.00} foreclosure fees Be advised my account is not in foreclosure. On XX/XX/XXXX I received legal documents filled in my county court titled DISMISSAL from Shellpoints attorneys. The documents reports no injury or cost to any of the parties evolved.
I reported this information to Shellpoint mortgage and again requesting an written itemized list of what the fees are. Shellpoint response was the the {$2300.00} foreclosure fee can be paid at the end of the loan. Shellpoint mortgage representative reports they would forward the aforementioned itemized document of rears. They have not as of this complaint letter. On XX/XX/XXXX I again contacted Shellpoint mortgages XXXX XXXX, and asked for a written itemized documentation of rears, she refused. However, she was able to provide the answers verbally on a taped and recorded line. At this point the original fee of {$2300.00} marked foreclosure fees, she explained they were divided into two fees. Those fee 's are as follows : {$930.00} legal fees {$1300.00} other fees When I asked what " other fee 's '' are defined as she could nit answer. I then reminded here of their attorneys legal documents reporting no cost incurred.
I am convinced Shellpoint mortgage has willfully charged ambiguous fees to my account. As in foreclosure fee 's, legal fee 's, and other fee 's in an attempt to keep me in the rears. Having me in a vicous cycle of paying late fee 's, foreclosure fee 's and other fee 's that are not applicable. To date I have not been given written itemized accounting of my rears.
I ask for a complete audit and itemized list of all fee 's explained.
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| 06/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2020 My mortgage servicer was XXXX XXXX XXXX they sold their mortgage servicing assets to NewRez LLC dba Shellpoint Mortgage Servicing XX/XX/2020. On XX/XX/2020 my mortgage payment servicing functions transferred to shellpointmtg. The problem began when XXXX intentionally transferred a mortgage escrow shortage balance to shellpointmtg on XX/XX/2020. The escrow shortage they transferred to shellpointmtg was in the amount of XXXX They also transferred incorrect Real Estate Tax information to shellpointmtg that caused my monthly mortgage payments to increases by {$230.00} monthly. The intentional incorrect information XXXX transferred to shellpointmtg caused my mortgage payments to increase from {$560.00} to {$800.00} monthly. I have written to shellpointmtg 10 times with documentation that shows XXXX records were incorrect in regards to the Real Estate Tax escrow shortgage ; and I have called them over 10 times to try to get the matter corrected. Shellpoint has refused to correct the mistake. They say it can only be corrected with a new Tax bill mailed or faxed to them showing a different amount, a lower amount. So now they are keeping regular monthly payments of {$560.00} in an unapplied funds for over 20+ days. It appears from my observation that they don't apply my previous month payment to my principle balance until it's around time for me to make the next month payment ... I have to call into their customer service department many times asking them to apply the money they are holding in unapplied funds to my regular payment. For example, they received my XXXX payment On XX/XX/2020, the funds were removed from my checking account on XX/XX/2020 by shellpointmtg but they did not apply it to my mortgage principle balance until XX/XX/2020 ... after I called in atleast 4 to 5 times requesting them to apply my payment they were holding. They received my XX/XX/2020 payment on Friday, XX/XX/2020 and removed the funds from my checking account on Monday, XX/XX/2020 but have not as of today ( XX/XX/2020 ) applied it to my mortgage principle balance. It's setting in unapplied funds. Since XX/XX/2020 these are a few of the people I have called and talked to about my mortgage account : XXXX XXXX XXXX in customer service he said he was in XXXX Arizona, XXXX XXXX XXXX in the XXXX department she said she was with the XXXX SC office, XXXX XXXX XXXX in XXXX XXXX department, XXXX XXXX XXXX on XX/XX/2020, XXXX XXXX XXXX on XX/XX/2020, XXXX XXXX XXXX in the collections department on XX/XX/2020, and last XXXX XXXX XXXX on XX/XX/2020 she called from XXXX Arizona..
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| 01/19/2021 |
Yes |
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- Trouble during payment process
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Web |
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We received a letter in the mail in late XXXX or Early XXXX alerting us that our Escrow account had about a {$5000.00} deficit and that our mortgage payment would be increasing if we did not pay the amount in full.
I called XXXX XXXX immediately to see what had happened as we had never missed a payment nor had we seen any significant increases in taxes.
In doing their research they were able to find where they had sent out my tax payment twice. I was informed then that it would take 60 days but they would have my account sorted out by the first of the year and that the increased payment wouldn't be effective. I had to call in the months of XXXX and XXXX to make my payment as the online and automated systems were requiring me to pay the increased amount. Each time I was told they escalated the situation to get it resolved and it should be done within 48 hours. My mortgage payment went from {$1300.00} to {$2200.00}. A MONTHLY increase of {$900.00} due to their error. XXXX comes around and I call every other day to get this resolved as we are now passed the 60 days I was initially told and I am concerned about this still not being resolved after multiple attempts. I was advised that if I make the lower payment that my mortgage was originally at it may get reported as a partial and not full payment. They advised me to wait to see if the payment gets fixed before the XXXX of XXXX where it would then be considered late. XX/XX/XXXX arrives and they have now " fixed '' my payment to {$1400.00}. Which is still an increase of {$110.00}. We make the payment as to not get a late fee or have a negative impact on our credit. I called to determine why my payment had increased {$110.00} a month as this is another {$1300.00} a year yet my taxes actually went down for XXXX verses XXXX. They explain to me that even though they made errors on my account months ago that they have me scheduled for my yearly escrow analysis in XXXX and the would look at adjusting my payment accordingly then. My account has been incorrect for months. I asked them to escalate my escrow analysis to be done this month so the payment can be accurately reported and they told me my request had been denied. I am now having to pay an increased payment amount in the midst of a global pandemic due to their error. They were not even able to explain to me where the new number of {$1400.00} had come from. If my account didn't have a proper analysis done then there should have been absolutely no increase until that time. I am constantly told that " they have escalated my concern '' with no resolution.
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| 01/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Background : New Res Shellpoint Mtg took over the mortgage servicing of our loan from XXXX XXXX XXXX when we file for Chapter XXXX Bankruptcy protection on XX/XX/XXXX. We were behind on payments and included them in our plan.
When the loan was transferred from XXXX XXXX XXXX to Shellpoint on XX/XX/XXXX. Either XXXX XXXX XXXX or Shellpoint didn't record our payment of {$3500.00} which was paid on XX/XX/XXXX electronically posted according to XXXX XXXX.
This threw our payment history off for years. Until Congress passed the Morgage Servicing Act in April of 2018, I was unaware there was an issue.
Finally after years and having to retain an attorney, Shellpoint found the payment. After weeks on end of calling, emailing, and being placed on hold.
My Chapter XXXX Bankruptcy was discharged, XX/XX/XXXX Problem # 1, The Shellpoint Statements have been misstated since they began serving the loan. This affects our ability to provide documentation in order to refinance our loan. We are currently paying a high-interest rate. This materially impacts us financially because it is difficult to prove we have paid 12 months on time according to Shellpoint.
I am trying to refinance and found out today, XX/XX/XXXX. Shellpoint has been reporting some of my loan payments as delinquent during active bankruptcy. According to my understanding, this is not legal. This also has a material effect on my husbands and my credit scores.
We will be paying a higher interest rate to refinance due to their inability to service the loan properly. We have worked hard for ( 5 ) year only to deal with this issue, ugh ....
I have exhausted my patience. I didn't want to complain. I have spent years trying to straighten issues out with Shellpoint. I have spent hours on hold. Been hung upon. They rarely respond even after my Chapter XXXX Attorney gave them permission. It took them over two years to correct my statements. I provided a printout of all posted checks from XXXX and it still took them years.
Finally, our XX/XX/XXXX Statement from Shellpoint indicates they are Charging me {$250.00} for my bankruptcy discharge. I have asked repeatedly, by what authority or agreement do they have the authority to arbitrarily charge me {$250.00} for ( Legal Fees ). I had no agreement with Shellpoint and this was not agreed to in our Chapter XXXX agreement.
This is the worst company I have ever worked with. Our 2nd Mortgage Company is with XXXX now XXXX. We have had NO problem with them, their statement, or been arbitrarily charged legal fees when our Chapter XXXX was discharged. HELP
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| 03/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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After a COVID Deferment, a loan modification was prepared in XX/XX/XXXX. FROM THE TIME THE MODIFICATION WAS PREPARED IN XX/XX/XXXX UNTIL IT WAS ACCEPTED AND PROCESSED BY SHELLPOINT ( IN XXXX XXXX ), THE ACCOUNT WAS LOCKED AND WE WERE FORBIDDEN FROM MAKING PAYMENTS. SHELLPOINT HAS ERRONEOUSLY REPORTED US DELINQUENT DURING THIS PERIOD AND REFUSES TO CORRECT THEIR ERROR.
Once provided to us, I had the loan modification documents notarized locally ( at XXXX ) on XX/XX/XXXX, as suggested, because Shellpoint indicated that their mobile notary was backlogged at the time. We sent the signed and notarized documents to Shellpoint on the same day they were notarized. We were advised to check the Shellpoint website to see if the modification had been processed and to then make required payments. The representative said no payments could be made ( online or by phone ) until then because the account had be locked due to the pending modification. I checked the website almost daily in an effort to make payments.
We were never contacted and the account remained locked. Accordingly, I called Shellpoint and was to told that the notarization was somehow defective and would need to be signed and notarized again. Shellpoint indicated they would have their mobile notary contact us to schedule a signing date. The notary never contacted us.
I called Shellpoint 's representative numerous times. Eventually, he gave me the phone number of the mobile notary and I was forced to personally scheduled the signing. The modification was then signed, notarized, and sent to Shellpoint late in XX/XX/XXXX. I continued to check the website on an almost daily basis to make a payment, but the account remained locked until late XX/XX/XXXX, at which point almost {$20000.00} in required payments were made immediately.
In short, due to the locking of the account BY SHELLPOINT from XX/XX/XXXX to XX/XX/XXXX, we were unable to make payments from XXXX to XX/XX/XXXX. Our credit report now indicates that we were delinquent on payments from XX/XX/XXXX to XX/XX/XXXX- exactly the time period during which the account was locked by Shellpoint. I would like the reports of " late '' payments removed from my credit reports with all three credit reporting agencies as soon as possible. This will be necessary for both borrowers- XXXX XXXX. XXXX and XXXX XXXX XXXX.
Complaints were made to Shellpoint in XXXX XXXX and XX/XX/XXXX regarding these issues without relief. In addition, disputes were filed with the three credit reporting agencies in late XXXX and no changes to our credit repots are evident.
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| 08/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Shellpoint Mortgage assumed responsibility as my new loan servicing company for the first payment due in XX/XX/XXXX. I learned of an issue with my timely made XX/XX/XXXX payment when I went to make payment for XX/XX/XXXX. I immediately called Shellpoint to inquire about the issue and what occurred with the payment made in XX/XX/XXXX, at which time I was provided inconsistent information from two different representatives. Shellpoint reported my payment to the three credit bureaus as having not made a payment timely, although their records clearly show that I did make payment timely in XX/XX/XXXX. Also, in communicating with Shellpoint about this error, I was told that my payment was returned because the banking information did not match and that my banking institution returned the payment, neither of which was true. We confirmed my banking information, confirmed that I had adequate funds to cover the payment, and that the payment was made timely in XXXX. I asked for them to remove the error from the credit bureaus, had made this request more than once, called on the phone multiple times ( once with my banking institution on the line to confirm again for a second time my banking information which matched completely and to confirm that my banking institution did not return any payments ), and I submitted a detailed letter laying out the history and proof of a timely payment. I followed up because well over 30 calendar and business days have passed, and I have heard nothing. So, despite trying to get this resolved in an orderly way and being promised that I would get a response and a return call, none of this has happened. Therefore, I am filing a complaint with the CFPB to assist with rectifying this situation. I have attached my complaint letter and additional proof of the issue and my attempts to resolve it.
As a secondary issue to note for CFPB to look into, which feels very suspicious in nature given Shellpoint 's history, Shellpoint seems to withhold additional escrow funds unnecessarily and improperly and conducts escrow reports frequently to justify their actions. I have never had this much money withhold in escrow. This issue should be looked into as well to see if other consumers have raised this issue about Shellpoint and also my escrow review and withholding that changed only when Shellpoint took over is suspicious. I have had three prior loan servicers and have never had this issue. Even the representative I was speaking to on the phone noted that this escrow review being conducted multiple times in a short period was highly unusual.
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| 12/23/2021 |
Yes |
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Web |
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During the first shut down I kept getting letters from the mtg company that I was in covid relief. I kept my emails that told them NO I AM NOT because I am paying, and on time, I didn't need it. Then Covid shut down the world. I couldn't work my second job which I rely on. So several months later I called them back and said, can I get one month of assistance please, I am going to need it after all. They said we can give you 3. I was able to make payments immediately and notified them to take me off of forbearance / deferment. Then in XXXX of XXXX they send a man to my office at work with a stack of papers to sign, like 8 font. They said this is your refinance paperwork so we can roll the 3 months back into your loan. Your payments will go up. I said that's fine. I then had one month of a higher payment, and my payments went back to normal, I thought it was odd but didn't question it at the time. Now I moved to Florida and am selling the house. The title company said " What is this {$5200.00} 2nd mtg? '' I said what are you talking about. She shows me. I call Shellpoint! They said oh that was our program at the time, you should have read your paperwork, we filed a partial FHA claim and put a lien on your house for that amount. WHAAATTTT? First, why am I just now told of this. I KNOW there was NO mention of this at all, ever. I was told it would be rolled in and then my final payment date would change. I asked Shellpoint for copies of the transcripts of communication and a copy of what I signed. My house closes in 3 weeks. What do I do? I called a local lawyer here, she said it was loan modification fraud - that they filed wrong and that I would need a Texas Lawyer. I call one, they agreed and said {$2500.00} please. I'm a teacher, I don't have that kind of money. Help. please. And while I was getting the paperwork together for this complaint I found out they did not apply my payments to my loan!!!! omg!!! Now what do I do???? I am printing, documenting, comparing. It's nuts. They didn't apply my payments. Then XX/XX/XXXX is showing my payment and some other payment in payment history, but the statement doesn't reflect that and I have no idea what that other payment is. What do I do? I called them and they won't help. When I go to their site all messages have been deleted. My statements are no longer able to download. I am taking pictures. look on XXXX statement, I made a payment XX/XX/XXXX ... .statement doesn't show that. I actually sent it on XXXX, but they didn't apply until XXXX. That is my one and only " late '' payment the whole time.
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| 08/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Following is a letter to the Mortgage Servicer, I ; m request to forward, with a brief explanation of the problem : XX/XX/XXXX To : Shellpoint XXXX. XXXX XXXX XXXX, SC XXXX Ref : Account No. XXXX.
Dear Sir/Madam : On XX/XX/XXXX I received a communication informing that my monthly payment was increased. Through my lawyer, I rejected this increase, since it not came from a correct escrow analysis. I have continuing receiving statements with the same wrong figures, three months after that, and there has not been any action by Shellpoint to correct it. But the issue has a long history, see the following : On XX/XX/XXXX I filed a complaint with CFPB number XXXX, regarding serious errors on the Escrow Analysis for XXXX.
The response dated XXXX XXXX recognizes the error and, due the Mortgage servicing was transferred to Shellpoint on XX/XX/XXXX, the error was never been corrected.
Note, that I received a letter informing the change, dated XX/XX/XXXX, almost 6 months after the change took effect. I expect the previous Mortgage Servicer had transfer the complete account, with all the archives and pending items.
As a result, since then I have received monthly statements with the incorrect figures.
Fortunately, The Taxes and Interest Report for XXXX had the correct numbers.
On the Escrow Account there were enough funds to pay for Property Taxes and Homeowners Insurance by the end of XXXX, and after that the remaining balance was enough to keep the same monthly payments on XXXX. In addition, I requested to transfer the Unapplied Funds, that were at {$1200.00} by the end of XX/XX/XXXX, to the Escrow Account, to avoid any other increase on the monthly payments, since the reduction of the monthly payments for XXXX was due to the existing escrow funds from XXXX.
Consequently, Im requesting the following : -Escrow analysis for XXXX and XXXX, with the correct figures.
-Monthly Statements from XX/XX/XXXX through XX/XX/XXXX, with the correct figures.
These must be done, as soon as possible, since the actual Mortgage Servicer, doesnt have the complete correct numbers, As I can see on the Monthly Statements, and in addition, the Interest Report I have received for XXXX doesnt indicate the correct amount.
Last, but not least, I declared Bankruptcy Chapter XXXX, on XX/XX/XXXX. On XX/XX/XXXX, we signed off the Loan Modification, then after that I continued doing the monthly payments, on the amount as indicated. The amount paid on the statement is incorrect, since I have paid the Monthly payments, since XXXX, XXXX.
Have a great day, thank you, XXXX XXXX
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| 06/17/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My original loan servicer, XXXX XXXX XXXX, filed for some type of bankruptcy protection in XX/XX/XXXX. In XX/XX/XXXX, my loan servicing was transferred to NewRez.
At that point in XXXX, I was making payments bi-monthly of slightly more than 1/2 of the required payment each month ( I was paying {$670.00} to XXXX twice monthly for a total of {$1300.00} per month ). My monthly payment required was {$1300.00}. The excess payment that had accrued each month was being held as " unapplied funds '' and had in XXXX grown to approximately {$550.00}.
I received several notifications in the mail of the transition and made arrangements with my bank to transition the automatic {$670.00} payments from XXXX to NewRez after the transfer date of XX/XX/XXXX.
Since then, I have been receiving notices by email and conventional mail that I am late and that my escrow has a deficit that I need to repay. I have called three ( 3 ) different times to attempt to resolve the issue. After the last call on XX/XX/XXXX, I made an additional payment of {$750.00} to attempt to resolve the issue.
During the three ( 3 ) different phone calls I asked for guidance on several issues including escrow, how to use the NewRez website to gather information about my loan, etc. However, the primary reason for my complaint, is that I have asked for specific information about the payment history of my loan and an accounting of the transfer of the loan from XXXX to NewRez. I specifically asked for information about how the " unapplied funds '' were transferred and how, if I continued making payments at the same frequency and amounts, am I getting late notices and fees?
I was never provided this information by phone, email, or phone. I can not find this information using the online portal. I was told on the first two ( 2 ) phone calls that some sort of representative of NewRez was going to look into my loan documents and call me back with information on the questions I noted above. I never received a call from NewRez.
During the last phone call, the representative suggested that making an intermediate payment of {$750.00} to " catch the payments up '' would be beneficial and possible remove the issue. I made that payment on XX/XX/XXXX and the amount of {$750.00} was debited from my bank account on the next day. However, that payment is not showing in the payment history on the online portal and has not been applied to my account.
Today, XX/XX/XXXX, a late fee of {$41.00} was assessed to my loan. That was the final " straw '' for me to start this complaint with you, the CFPB.
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| 11/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I missed my XXXX mortgage payment because our electricity was off in XXXX california for 4 days because of the fires. All the banks were closed. Internet was down.
I did not even know that my payment had not been submitted. I found out on the XXXX and immediately made full payment but Shellpoint charged me a late fee because tis was " not their fault ''. I said it was not my fault either. This was an act of XXXX like a hurricane or tornado or flood.
I called shellpoint up repeatedly and they either said they were busy and would call me bak or told me they couldn't deal with the problem. I asked for supervisors and was repeatedly told one would call me back.
I sent an email per their request and still got no response. Today, I was told that my request had been denied but they sent me no letter and I got a letter in the mail today saying that the decision is still under consideration.
they also lied when they said that they tried to contact me. they did not. I am attaching a print out of my call and communication record with them and also the letters I have received from them.
XX/XX/2019 XXXX XXXX- tried to call yesterday. shellpoint said they would call back and they never did. Our mortgage payment was not submitted becasue of the XXXX shutoff. Am on hold again today. XXXX XXXX said she will make a submittal to waive late fee becasue of shutoff. Call Friday talk to customer service rep. I have asked that a supervisor call me back. She said a supervisor will call me back at XXXX. email XXXX XXXX/XXXX/2019 XXXX XXXX-No one called back. No one responded to my email. XXXX XXXX, customer service, can't find any record that anyone has even looked at the email or even at the situation. He is resubmitting request. doesn't know why noone has looked at it or responded.
XX/XX/2019 XXXX XXXX- I am calling back because noone has responded. They are saying that wait times are a little longer than usual. Got letter saying that the loan was delinquent and they had made several attempts to contact me. that is a lie. XXXX is attempting to connect me with a supervisor. XXXX XXXX. I hung up after being on hold for 15 minutes. Am calling XXXX XXXX at XXXX ext XXXX. She is not there and I am on hold here to. XXXX XXXX, not supervisor, XXXX XXXX, will not send me a copy of late fee denial. He is sending me over a note that they apparently sent today about my request on the XXXX. I sent another email to loan servicing. I just received a note from SP saying they are considering the facts, dated yesterday. but they told me today that it had been denied.
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| 08/19/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Please review our credit scores for the months of XXXX and XXXX of XXXX, there is a late-payment or non-payment, that was turned in by New Rez LLC, which is not correct .We had a choice to make in XXXX of XXXX, either make up the shortage of {$2800.00} from my XXXX property taxes, which New Rez paid that month, or pay {$1700.00} per month until XX/XX/XXXX. We chose to pay the shortage for the amount stated.
The same thing happened in XXXX XXXX, we paid and my payments went back to almost the same amount XXXX {$1200.00} more or less ), that I have been paying since I bought the house in XXXX of XXXX. This year was different with my mortgage after paying the shortage. No reduction in my monthly payments. We have included my payments, from them, which shows that we are telling the truth. I contacted them by e-mail, ( included for you to see ), called approximately 10 times during the 6 months that this was going on, informing them that they can not collect the shortage and charge me the higher payments at the same time. There was no response from them, neither had they say they would look into it and change the payments to reflect the money I had already paid, NOTHING was done.
Included are all of the statements from XXXX of XXXX to present. My checks for {$1200.00} XXXX cleared their accounts before the XXXX on both XXXX and XXXX, the due date, and the deficit of {$520.00}, was more than paid by the {$2800.00} in XXXX. In fact there was enough money to cover all the months with their inflated payments, from XXXX through XXXX.
Please note my monthly payment for XXXX, XXXX, look at the monthly payment, and also look at the payment for XXXX. We paid in full the XXXX statement, XXXX, knowing that if we didnt, no matter what we said or wrote, they would turn me in again, and we will pay for XXXX, by continuing with these payments, they will be collecting approx. {$4400.00}, in escrow for a tax bill for XXXX, that has NOT been paid by New Rez and wont be until XXXX XXXX, and according to the county will be about {$1500.00}, we will receive this before the end of the month, we will have paid in approx. {$7200.00} since XXXX of XXXX until XXXX of XXXX. Please look into this and restore my credit, I have included all the documents for review, and will furnish any other documents that you request.
We have done nothing wrong, I have sent a certified letter and documents to their XXXX, XXXX. office with an attempt to correct my credit, but so far there has been no response.
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| 12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Our home burned down in XX/XX/2018. The insurance funds went to our then mortgage company which paid them out as work was completed. We had to fire our old contractor and the new contractor has practically finished the house. Meanwhile, our loan was sold and transferred to Shellpoint mortgage. Shellpoint now holds over {$37000.00} which they will not release. They say they need several documents from the new builder which he submitted several times. The mortgage company claims to have never received the documents and keeps adding new requirements. ( Moving the goal post ). We have had two recent inspections of the progress of the build, with the chosen inspector of the mortgage company, ordered by the mortgage company. Two ... because the first apparently either wasn't ever filed or was lost. The mortgage company said they couldn't find it either way. It is like trying to get blood from a stone and their left hand never seems to know what the right is doing. Also, since we have been unable to access funds to finish, my wife and I have had to indebt ourselves with high interest lines of credit to get to where we are now. We have paid over {$70000.00} to the new builder from credit cards, personal lines of credit and cash. Our agreed upon amount with the new builder has been paid almost in full but there are extras we need to pay for to get occupancy in order to refinance our way out of this nightmare. Our cash savings have been depleted and we now owe over {$50000.00} to creditors. We are struggling to make those payments along with not only our primary mortgage payments but also {$1200.00} a month for the rental we are staying in until we are back in our home. All the while, our bank ( mortgage company ) clings to {$37000.00} of the funds our insurance company paid to fix our home. Of course, we paid all the premiums. Our home is valued at over {$400000.00} of which the mortgage company holds an interest of only just over {$160000.00}. The balance of equity is ours. Although the home is over 95 % complete, the mortgage company won't release the funds. As our new builder has been paid almost the entirety of the contractual agreement by my wife and myself, I want the remainder of the insurance money the mortgage company holds, released, along with interest they have earned by holding it since XX/XX/2018. When our home is complete, we can refinance it and pay off the high interest lines of credit.
We need to get back in our home. We are very close to completion. The funds from the mortgage company will get us over the top. Thank you!
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| 08/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was bought by Shell Point Morgage servicer, a collection agency in XX/XX/2022. I had been on a forbearance program with my previous mortgage company due to the fact I contracted XXXX XXXX. Further medical complications due to XXXX left me XXXX and seeking further diagnostic testing and treatment. I could not reach Shellpoint to get information because they could not find me in the system explaining the transfer hadn't come through. When I finally did reach someone, I requested an extension on my forbearance. I then received a point of contact, XXXX XXXX, at Shell Point who informed me I was not eligible for an extension, and I would need to pay the arrearage and whatever fees were added to the pre closure status to get my account out of foreclosure. XXXX said she did not have that figure. She said it would take 5 days to receive that information. I did not receive a follow up call and emailed XXXX. XXXX did not respond with the information I requested to get the loan current. the following day, I received a call from XXXX XXXX on Wednesday, XXXX XXXX at approximately XXXXXXXX XXXX who informed me I owed {$43000.00} to get the account current and out of foreclosure. I was informed increased fees were included in this figure. She gave me the wire transfer account and routing numbers. The following day on XX/XX/2022 at XXXXXXXX XXXX, I called XXXX with the bank representative present on speaker, handling the wire transfer. XXXX confirmed all account and routing numbers she previously provided, and the total amount of {$43000.00} to get the loan current. XXXX stated she would notify the foreclosure department of the wire transfer. Less than two hours later, at XXXX, XXXX XXXX XXXX me to inform me the amount to get my loan current has increased. To get my loan current those additional increased fees need to be paid or my account will remain in foreclosure. XXXX XXXX informed me my account remains in foreclosure and she would notify me the following day of those figures. I have yet to hear from XXXX XXXX.
It is very clear Shell Point Mortgage is using abuse and extortion tactics to delay the process and keep my account in foreclosure proceedings, even after I paid the requested amount by the deadline date in which was confirmed verbally and by mail correspondence. I have exhausted all my resources and still in danger of losing my home due to these unethical business practices. I would greatly appreciate a follow up call and investigation into this matter, and any additional resources that can assist me in saving my home.
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| 08/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In late XXXX of 2023 I received an email that my mortgage that was XXXX XXXX was being sold or transferred to a new mortgage company called Newrez. Subsequently on XX/XX/2023 ( exactly seven days before payment was due ) I received an email from Newrez stating that my XXXX XXXX loan was being transferring to them ( Newrez ). The email said that the effective date was XX/XX/2023 ( seven days ) and my loan activation date was XX/XX/2023. Newrez also provided a loan number. The email also stated that on XX/XX/2023 I would receive a detailed welcome letter along with due dates, information about my loan, and due dates. On XX/XX/2023 I did not receive any mailed written notification from Newrez. I still don't know how they obtained my email information. On XX/XX/2023, after receiving no additional information, including no mailed welcome package, no disclosures, no nothing from this new mortgage company, I called Newrez. I spoke with someone who stated that they were attempting to collect a debt. I informed them that the transfer of my loan was handled very poorly. I never received any mailed notification of the transfer from Newrez, I received no welcome package, and even the loan number in the original email was showing up as " not found '' when I tried to set up a new account on line. Frankly the transferring of this loan seems like fraud. I told the representative that I must have something in writing about my new account. I also asked why the welcome package had not been mailed out. He provided me with the excuse that they had a lot of accounts being transferred over and had fallen behind. It is now XX/XX/2023 and I still have not received any welcome package, disclosures about the loan, the amount transferred over, the interest rate to confirm that it is the same, or a payoff amount- which was also requested. This loan and payment is now 45 days past due, and I am concerned that on day 60 Newrez will report me as delinquent, even though they have not complied with any of the requirements for a loan being transferring. Each time I call them the representative just says I can pay online, but this does not guarantee that this is who I'm actually supposed to pay, or that this company is truly even responsible for servicing my loan. I received an XXXX statement at the end of XXXX, but this has been all I received. I need some immediate answers and help, because I don't want my credit messaged up by this being reported as past due or late. Are there federal guidelines that mortgage companies have to comply with that covers this?
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| 04/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Shellpoint Mortgage Servicing took over my mortgage in XXXX, XXXX. In XXXX, XXXX, I received a letter requiring me to show proof of flood insurance. I had never been asked this by any other mortgage servicing company since I purchased my home in XXXX. I reached out to our XXXX 's insurance company and was told that we were not required to have flood insurance. The insurance company sent a Standard Flood Hazard Determination dated XX/XX/XXXX to Shellpoint stating that we are not in a flood zone on my behalf ; however, the person I spoke with at Shellpoint told me that they only way I would not be required to have flood insurance is if they had a letter from XXXX stating that we are not in a flood zone. It took a while, but I was finally able to track down a XXXX letter, and submitted it via email to Shellpoint on XX/XX/XXXX. I received a letter from Shellpoint dated XX/XX/XXXX stating that " We were recently advised due to a XXXX flood map revision that the above property is no longer in a zone that requires flood insurance. As a result, we will not require you to continue to provide proof of flood insurance coverage for the above property pursuant to our loan agreement. '' However, they only partially refunded the money that had taken from my escrow account for flood insurance. When I called them on XX/XX/XXXX, I was told by the agent that the document had expired. I said that I had a copy of the XXXX letter and that it does not expire. She said she would email the document to me. First she emailed some other customer 's confidential document to me by mistake. Then she emailed the document that pertained to my home. It was the determination that my XXXX 's insurance had sent back in XXXX. She claimed that it expired on XX/XX/XXXX, and I would have to provide new proof that I'm not in a flood zone. I told her that it didn't expire on XX/XX/XXXX, it was simply dated XX/XX/XXXX and the only thing that could override the XXXX letter was a new XXXX letter. I sent her the XXXX letter again, along with a copy of their own letter stating that I was no longer required to prove that I had flood insurance. I received no response. On XX/XX/XXXX, I sent a letter using the template found on this website, explaining the situation again, with all documentation attached, requesting that my funds be returned by XX/XX/XXXX. I again received no response whatsoever. I did receive a new escrow statement showing that they are planning on increasing my monthly escrow payment based on my expenses, including the flood insurance that I do not need.
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| 02/11/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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*Racketeering and RICO violations complaint of Shellpoint Mortgage Servicing* *On XX/XX/XXXX I submitted a complaint ( Complaint # XXXX ) about Shellpoint Mortgage Servicing, LLC XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX Phone number : ( XXXX ) XXXX * My main complaint, of multiple complaints was that the former owner of my mortgage ( XXXX XXXX XXXX ) had already agreed to do an " assumption of novation '' in order to simply remove my ex-spouse 's name off of the mortgage. I was told Shellpoint Mortgage Servicing, LLC would be require to preform the simple task of a " assumption of novation ''. Instead of addressing this directly, they are saying that the divorce judge requested I refinance the home. The judges orders are that I simply have my ex-spouses name removed from the mortgage deed. The judge does not care how this is done and a assumption of novation is the easiest way to accomplish this.
*Shellpoint Mortgage Servicing, LLC is not even a true mortgage lender, but is a debt collector mortgage foreclosure company. They have little interest in " servicing '' your mortgage. They only want to charge you over the top interest rates and then their finale goal is to take your home. Example : A year and a half ago my ex-spouse requested a modification with XXXX XXXX XXXX. She got it.It 's now owned by Shellpoint. We were only behind around {$8.00}. Only {$8000.00}! My wife and I were coerced into this insane modification by XXXX XXXX XXXX! We were told that we had to do this modification because otherwise, they would start foreclosure proceedings immediately. I'm claiming racketeering/RICO violations here. We only owed XXXX {$8000.00}, but the modification charges me {$800.00} a month for 5 years ( 60 months ) which they admit. That's over {$46000.00} for a {$8000.00} loan. See RICO violations.
*I am willing to overlook this for the time being if Shellpoint gives me " assumption of novation '' to remove my ex-spouses name from the mortgage which my lawyer says is okay with the divorce judge. That's what I need done ASAP please. As I was promised. * The response to my initial partial complaint # XXXX that they never reported any late payments to any credit reporting agency is a partial lie by Shellpoint. They may not have reported it, but the mortgage companies I've contacted about refinancing call Shellpoint and are told I have multiple late payments. Thus, I am unable to refinance my home ( Even with 18 months of on time payments and a high income! ) because of Shellpoint 's saying I have late payments which is false.
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| 04/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I pay monthly mortgage payments including escrow to NewRez. Last year, in XX/XX/XXXX, 'Shellpoint Mortgages Servicing ' purchased my mortgage under the name of 'NewRez LLC ' . For 6 years the previous mortgage company 'XXXX ' ( XXXX XXXX XXXX XXXX XXXX ) had always paid my County Real Estate Taxes and Homeowners Insurance on time through my escrow account with them.
NewRez LLC did not pay my Homeowners Insurance when it was due XX/XX/XXXX of this year. When I received a card in the mail from my insurance company that my policy 'would not renew '. I contacted my insurance agent and with some research she said my policy premium had not been paid. I explained that it was supposed to be paid by my mortgage company through my escrow account. That same day my insurance agent contacted NewRez and gave them all the information they needed to get this paid including the amount. She later sent me an email saying the lady at NewRez said they would overnight the payment to the insurance company.
Since it was XX/XX/XXXX and my policy premium is due today my agent said my coverage could lapse if it's not paid by the end of the day. I can either take a chance for a couple of days or I could go ahead and pay it and then get refunded from my insurance company once they received the escrow payment. I didn't know why it had not been paid but did not want my coverage to lapse so I had to pay the insurance company with a personal credit card to keep from being without coverage until they received payment from NewRez.
I contacted my insurance agent around XX/XX/XXXX about my refund from the insurance company for the payment I made with my credit card. When she contacted the insurance company to inquire about my refund, she was told that NewRez had only made a partial payment and not the full amount of the premium. The premium amount was {$870.00} and NewRez only sent {$700.00}. I then called NewRez myself and explained the situation. After being on hold for a while, a lady told me the remaining {$170.00} is being issued for payment on XX/XX/XXXX.
On XXXX XXXX I contacted my insurance agent once again to see if the insurance company had received the remaining payment from NewRez so I could get my money back from my credit card payment. After checking she said they received it yesterday on XXXX XXXX.
Finally, on XX/XX/XXXX NewRez, the company that purchased my mortgage XX/XX/XXXX, had paid my homeowners insurance premium from my escrow account three months late because it should have been paid in XX/XX/XXXX for a due date in XX/XX/XXXX.
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| 11/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Pa XXXX XXXX : XXXX Email : XXXXXXXXXXXX XXXX XXXX, XXXX Consumer Financial Protection Bureau PO Box XXXX XXXX, IA XXXX.
Dear XXXX : Since XXXX my CFPB file will show that XXXX and its subsidiaries which include but not limited to XXXX, XXXX and Shellpoint, just to name a few, have interrupted justice in my case by using corrupt practices to not only delayed and denied the data my lawyer are requesting to prove my case in one the finest justice system in the world, the XXXX XXXX XXXX XXXX
Shellpoint Mortgage and its parent company do not relent to break Federal Laws/ statues and get away with it because of its privileged ( power and pervasive ).
Attached, please find communications grounding the facts of the above claimed that is self-explanatory.
I have a team of lawyers that have been anticipating, and are still waiting for me to present to them the needed documents/data that they have requested for review, audit and written analysis to be presented in the court of law but to no avail until now.
What I want in the here and now as I prepare for the upcoming sheriff sales of my home by XXXXhellpoint Mortgage on XXXX XXXX, XXXX before my home can go on sale is : ( 1 ) The original copy of XXXX XXXX XXXX XXXX signature on the Mortgage note. ( To date, the Shellpoint Mortgage and subsidiaries has refused to provide me with same ). And ( 2 ) The RESPA QUALIFIED WRITTEN REQUEST ; COMPLAINT ; DISPUTE OF DEBT ; VALIDATION OF DEBT ; AND TILA REQUEST.
These requested documents have been long awaited by my legal team listed below, namely : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXXXXXXXXXX Web Site Address : XXXX XXXX, XXXX XXXX XXXX, is a multi-discipline law firm with specialty in Bankruptcy, Mortgage Audit, Predatory loaning among other related business legal matters. The service is paid for.
Im still awaiting the requested documents from Shellpoint to be presented to the firms listed here.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Suite XXXX XXXX, PA XXXX Email : XXXXXXXXXXXX A Consumer Law XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, PA XXXX My lead Forensic Document Analyst Thus far, Shellpoint Mortgage has been speaking with The Law Office of XXXX XXXX with my written consent.
However, to date, Shellpoint has failed to provide any document/s undergirds XXXX XXXX XXXX XXXX XXXX signature, copy of her Social Security Card, any Picture Identity or a copy of a pulled credit report that justified XXXX XXXX inclusion on the mortgage note in question.
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| 09/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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This is a continuation of the prior complaint # XXXX XXXX regarding loan number XXXX. Over the last 6 months XXXX XXXX, my point of contact at Shellpoint Mortgage Servicing Company, and I had been working on a plan to come out of forebearance, through a loan modification and moving some of the payments if not all, to the back of the existing loan. During this period, I had offered to pay the monthly payment of {$5800.00} which includes principal of {$1100.00}, interest of {$2200.00}, escrow of taxes and insurance of {$2400.00}. XXXX told me repeatedly not to make the monthly payment until Shellpoint had corrected the total balance outstanding minus the escrow amounts I had already paid. During this time XXXX had submitted my request to have 6 months of the the monthly payments placed at the backend of the original loan. We spoke at least twice per month and he insisted not to permit me to make monthly payments to reduce the outstanding balance. I was looking at other options including a reverse mortgage. I was informed from the reverse mortgage companies that my credit score had dropped to XXXX from well over 700 due to Shellpoint submitting a delinquence notice to the credit companies. Then I received a call from XXXX XXXX, who indicated that she was my new point of contact at Shellpoint and that the outstanding balance had increased to {$70000.00} and they needed payment to prevent Shellpoint proceeding further with foreclosure of my property. Needless to say I am in shock. No one had indicated that foreclosure would occur during the period I was in good faith trying to work a plan to come out of forebearance and continue my monthly payments. It was my understanding that Shellpoint would not report me as late to the credit bureaus as long as I was trying to work out a plan with Shellpoint to resolve the forebearance resulting from Covid 19. XXXX from Shellpoint continued to indicate that my loan modification had been denied without explanation. I had received the paperwork for a loan modification from Shellpoint the week of XX/XX/XXXX, completed and returned the paperwork requested by Shellpoint on XX/XX/2022. My continuing issues with Shellpoint are 1 ) not giving me proper credit for the taxes and insurance I paid, 2 ) denying my loan modification during the phone conversation with XXXX Shellpoints customer service representative, 3 ) improperly reporting me as late on my payments when I was working on a solution with XXXX XXXX, 4 ) charging me late fees and attorney fees during the resolution workout period.
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| 10/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been a quality mortgage borrower for close to 2 years. I have never missed a payment and have good credit. My mortgage was transferred from XXXX to NEWREZ. I received a letter saying my automatic monthly payment ( ACH ) would be automatically transferred over as well. I called NEWREZ to confirm this and the lady said that everything was set there was no issues. My mortgage has always been automatically deducted on the XXXX of each month. On the XXXX of XXXX, the first month money would need to go to NEWREZ, I got a call from my bank that I was over drafted. I called and found out NEWREZ had taken the payment out on the first rather than the XXXX. As a reminder I had called in advance and their representative had told me thats not what would happen. I called them immediately and they told me they would transfe the money put back into my account within 24-48 hours. I called the next day to make sure it was being done as I had already suffered multiple overdraft notices and fee 's. This was a Friday. The representative assured me the problem had been elevated to a supervisor and was being expedited. The rep even recited back my bank and referenced the account number it was to be transferred. On Monday after calling my bank I discovered the money still had not been returned and it was not scheduled to returned. I called NEWREZ again! When I got ahold of a rep they said that they MAILED me a check. I told her that this was not acceptable. The money was electronically transferred out and I wanted transferred back in immediately as I was overdrawn and suffering fee 's because of their mistake. The rep said he would speak to his supervisor. When he came back he said that his supervisor told him that because of Covid automatic transfers were slower than mailing a check. That is ridiculous. There is no comparison. An ACH transfer is instant. I called back and asked to speak to a supervisor. I told her that my money was transferred out electronically and could be returned in the same way immediately. She said it could not be done as there would be a month or two delay that way!!!!! She was uncaring, smug and offered no option other than waiting for a check. I asked to speak to her supervisor. I was told it would be 24-48 hours before I could speak to her. It has been 48 hours. I continue to suffer overdraft fee 's. I was lied to and they refuse to promptly return my money. There should be repercussions for this. I have already contacted my bank about moving my mortgage, but this company needs to be held accountable!
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| 08/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I continue to seek an equitable solution from my lender, XXXX XXXX to resume making mortgage payments. The California Homeowner 's Bill of Rights states that a homeowner has a right to know who their lender is, and to be able to make contact with them. The recorded message at XXXX XXXX XXXX states, " Hello, if you are calling because the owner of your loan, please listen to the following message. The servicer of your loan is required to provide you with this telephone number under new regulations. The servicer of your loan was given the authority by the owner of the loan to make all decisions concerning the terms of you loan. The servicer is the only party who can make these decisions including whether to modify your loan, and you should contact them if you have not done so already. If you are in contact with your servicer, please continue to seek guidance from them .... '' The servicer of the loan, Shellpoint Mortgage Servicing, continues to say that XXXX XXXX makes all the decisions. In Shellpoint 's literature under the title of " Need Mortgage Help, '' it states " Our mission is simple : We 'll do everything we can do to keep you in your home. Our philosophy is : let 's work together to find the right solution that works for you. '' Among the loss mitigation options are 1. an interest only loan with a balloon, 2. missed payments and penalties put on the back end, 3. Forbearance, 4. Loan Modification, among other options. A recent conversation with them revealed that they do not offer any of those except for a modification or short sale. The modification available reduces the mortgage by a few hundred dollars. Given this, I retained the services of XXXX XXXX, an attorney at XXXX XXXX to assist me in communicating with the owner of the loan. I will refer back to XXXX. A previous CFPB complaint I filed revealed this : " ... the servicer informed you that the investor of the loan ( is ) The XXXX XXXX XXXX XXXX XXXX as Trustee on behalf of XXXX, XXXX, Alternative Loan XXXX. Please note that the XXXX XXXX XXXX XXXX XXXX is the trustee, an independent party responsible for administering the trust for the benefit of investors. The trustee is the owner of the mortgage solely for the benefit of the investors, who are the true beneficial owners of the mortgage. '' The XXXX has never responded to XXXX XXXX or to me. Shellpoint did respond to XXXX XXXX 's letter by stating that ( in effect ) the guidelines for my loan or modifications thereof, are " the guidelines set forth by the Consumer Finance Protection Bureau. ''
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| 04/02/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I received notification from XXXX ( XXXX ) XXXX dated XX/XX/XXXX ( Exhibit # 1 ) that my home was about to go into foreclosure because I had not paid my property taxes since the second half of XX/XX/XXXX. My escrow is included in my house payment. Exhibit # 2 is a copy of my XX/XX/XXXX property taxes. This shows MY account number ; and displays that indeed no taxes have been received since the first half of XX/XX/XXXX. Exhibit # 3 shows that the monthly property taxes have been being paid out of my mortgage from XX/XX/XXXX. The last page of this exhibit shows, however, that my taxes were being paid to the INCORRECT tax account number, as well as the wrong person 's ( notice the name and address ) name and address. Exhibit # 4 shows a letter dated XX/XX/XXXX showing the agreed upon repayment plan amount of {$1200.00} from XX/XX/XXXX-XX/XX/XXXX. I received in the mail today the updated payment plan ( Exhibit # 5 ) for the remaining eight months XX/XX/XXXX-XX/XX/XXXX payment of {$1100.00}.
I made 22 phone calls and spent two and a half hours in the office with my adviser, plus numerous amounts of research on my own time to get this situation straightened out regarding my mortgage company, Shellpoint Mortgage Servicing to resolve this situation. The final straw for me was when they raised my repayment plan amount from the agreed upon {$1200.00} to {$1300.00} when I called them to make my XX/XX/XXXX payment. The only response I could get, when asked why, is that 'This is what the system is telling us '. Upon, finally reaching the escrow department, they informed me, the payment was being increased because I had to pay the outstanding tax balance, while they waited for the refund ( from the county ). The mortgage company had made the correction in XX/XX/XXXX. It was at this time, ( XX/XX/XXXX ) I contacted my adviser. He spoke with Shellpoint Mortgage and told them we were going to file a suit and report them to CFBP. I had heard nothing yet, by XX/XX/XXXX ; and wanted to get this situation resolved before I made my XX/XX/XXXX payment. Once again, three phone calls got me nowhere, except " We are working on this. '' I reiterated that I would be starting law suit proceedings and referring them to CBFP. Amazingly, later that afternoon, the supervisor called me directly to state that the escrow situation had been cleared up and the remaining eight months of my repayment plan would be {$1100.00}. I received this confirmation in the mail today, and do not plan to accommodate any adjustments they might suggest be needed.
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| 04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Father XXXX XXXX XXXX and XXXX XXXX are deceased. I, XXXX XXXX, inherited a property with debt owed to Ditech Financial. The mortgage company Ditech went bankrupt. The debt was assumed by Shellpoint Mortgage Servicing, XXXX XXXX XXXX XXXX, TX XXXX. I have carried insurance on the property since their deaths with XXXX XXXXXXXX XXXX XXXX. I listed Shellpoint as the loan holder and had proof sent to Shellpoint. Without my knowledge, Shellpoint Mortgage force wrote extra insurance on the property and refused to refund the amounts charged even though the proof stated the property address has had continued coverage from 2014 to present. In addition I paid more than the due amout of {$260.00} every month amount of {$300.00}. which added to an extra payment a year. However, they raised the payment on the fixed loan to {$300.00} due to the insurance they unfairly placed on the property all the while having proof of insurance made to them. I call several times and they would not speak to me even though I said I had been authorized person on said loan for the entire time before and after my parents both passed. I resent all death related information and copy of the Will. The said I had to redo the loan with them. I do not wish to redo anything with this debtor nor did my parents have a debt with this company. The property is worth {$48000.00} and the debt is for less than {$10000.00}. I want them to refund all the forced insurance with any interest and all late fees assessed. Due to loan being an assumed mortgage, they should in good faith honor the original payment and not be able to rob someone by upping a fixed mortgage payment out of the blue. There was never a escrow account on this mortgage and they claim there is. I recieved no help the many times I called to straighten it out and because I continued to make the same payment as I have the last decade, Shellpoint stated I was at one point {$1200.00} behind on a {$260.00} loan payment due to insurance and late fees asssed. While I state I paid more than the monthly amount due which is of {$300.00}. It is unfair for Shellpoint to raise the monthly payment on a fixed loan. They further should not be able to assess any fees or interest on unnecessary and unfair insurance premiums.
I attached a copy of the forced monthly payment increase statement from Shellpoint and also attached is the copy of my XXXX XXXXXXXX document stating on policy of Shellpoint 's interest in the insured property. My phone number is XXXX and my address is XXXX XXXX XXXX XXXX XXXX KY XXXX.
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| 04/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased an investment property and it was financed with XXXX mortgage and before I could make my first payment the loan was sold to New Rez LLC. I had an escrow account set up to pay my taxes and insurance. First I got a note from New Rez that they were adding insurance to my loan because I did not have any and after numerous calls we got that issue resolved, however then I received a letter dated XXXX XXXX from Office of the XXXX County Treasurer stating my taxes were delinquent on the property purchased at XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX. First thing I did was contact XXXX to ensure the monies had been sent to New Rez for my impound account and the dollar amount they sent. The amount sent to New Rez was {$390.00} and I have made four mortgage payments to New Rez, each time a payment is made {$130.00} goes to my impound account for a total of {$520.00}. With the 4 payments and the transfer the total in the impound account is {$920.00}. I contacted New Rez XX/XX/2020 and shared this information. They had me fax a copy of everything to them at Loan Servicing XXXX and assured me it would be resolved in 10 days. On XX/XX/2020 it was not resolved so I again called them and faxed everything to them again and was told it would be resolved and it was not. On XX/XX/XXXX I called and spoke to XXXX XXXX and my husband emailed her everything and we were told it would be resolved so we asked to speak to a supervisor, of which NONE were available to help us. We were told one would contact us within 48 hours which of course no one did. I again called today XX/XX/XXXX, spoke to XXXX XXXX and of course was told they can not take emails, they had no record of my call with XXXX and that they would send it to a supervisor to call us and again we wait 48 hours. I am in the middle of refinancing this property as I no longer want to do business with New Rez. There is NO EXCUSE for them not paying my taxes on time of {$240.00} and now the penalty of {$9.00} and a Cost fee of {$2.00} to the XXXX County Treasurer immediately. Today XX/XX/2020 I received a letter from them saying it was in response to my inquiry on my loan # XXXX which is serviced by New Rez LLC on behalf of XXXX XXXX XXXX, the owner of our loan and they were working to gather the requested information and they would forward it to us. Not sure I understand that, it should say they have PAID my taxes!!!!!! I have spent 8 to 10 hours of my time trying to resolve this issue with them. I want my taxes paid, they have my money and it should not be this hard.
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| 07/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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XX/XX/2023 CFPB I have worked for and received XXXX mortgage modifications and was told each time that I would get new mortgage pay statements ; and that I should not make payments until I received the new statements because my payments would get lost in the paperwork if I did.
I waited and called and researched online at the mortgage companys web site, looking for my statements.
After each approved mortgage modification, I was blocked from the web site and received a letter in the mail stating that my loan would now be serviced by a new mortgage company.
I was told by the new mortgage servicer that I should not make payments to the new mortgage company until they had processed the paperwork from the previous mortgage company because my payment would get lost in the paperwork.
Then the process started again. ( Requesting and receiving a mortgage modification ). This was a long and arduous process each time ; resubmitting all required documentation and jumping through all hoops I was informed I had to. But at the end of the day, I had my loan modification and looked forward to making my payments so as to move on with my life.
This process was completed XXXX times with an approval until now when they have denied the mortgage modification because of the XXXX approvals that were not processed completely or correctly.
My home has a foreclosure sale on it and I am attempting to block the transfer of title.
I have worked with HAF and they offered to help with XXXX amount of {$50000.00} but I still had to produce {$41000.00} and was unable to do so, partly because I invested almost {$40000.00} last year in a bankruptcy that was dismissed.
I built my home and have worked diligently to maintain it in every possible way.
I request you help me cancel the sale that has taken place and get back to making my monthly payments.
I should not be held accountable because the mortgage servicers ( Bank XXXX XXXX, XXXX XXXX, XXXX ) did not send me pay statements and kept allowing the charges to grow every time my mortgage was sold to a new company. ( The payments after being approved by Bank XXXX XXXX were around {$1200.00} XXXX ; now It is above XXXX p/m ).
My home is being stolen from me and I have done all I was instructed to.
I urgently look forward to your reply.
XXXX XXXX XXXX XXXX.
XXXX XXXX PS : I have done all required and instructed of and still : Foreclosure Sale of my XXXX XXXX. XXXX & XXXX stress Possibility of losing all I have worked for Paying out an additional {$40000.00} plus out of pocket
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| 06/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Unfortunately, I have some very disappointing news to share with you about Shellpoint Mortgage, Despite the fact that I haven't even begun my first payment yet, my loan was transferred on XX/XX/XXXX, from XXXX/NewRez to Shellpoint Mortgage I have been paying on time for 20 years and have never been late.
I have experienced financial hardship due to the Covid crisis but have been able to pay my mortgage on time. I am considered to be underemployed.
I wanted to take advantage of RESPA laws for the 60-day grace period to give me time to pay other expenses. My new mortgage company Shellpoint Mortgage unfortunately took the entire payment out of my account. My personal bank information was given to them without my knowledge on XX/XX/XXXX by XXXX XXXX, I spoke with XXXX on several occasions and they never disclosed that the new mortgage company will do this due to the auto bi-weekly program, XXXX told me my last payment would be on XX/XX/XXXX and I need to set up everything with the new company ( I have that voice recorded ) Initially, Shellpoint refused to waive the {$15.00} charge for insufficient funds that I put a request for without fault of my own. After speaking with the Representative at Shellpoint XXXX she informed me they will waive the charge but nothing they can do about extending the payment for XX/XX/XXXX, but my concern I have, that I was told by two Shellpoint Representatives on XX/XX/XXXX that my first monthly payment wouldn't be until XXXX for bi-weekly payments. I called to confirm this information again with another Shellpoint representative on XX/XX/XXXX and both representatives informed me, yes that information is correct the first payment due will be XX/XX/XXXX, I called today XX/XX/XXXX to follow up with the instructions for bi-weekly and discovered that my first payment is due on XXXX tomorrow, this puts me in a bind because I was told by two shell point representative my payment isn't due until XX/XX/XXXX. I initially thought the payment would have been due in XX/XX/XXXX, but after Shellpoint reversed the payment back in and replaced my account, that was the mix-up. Despite communicating with numerous Shellpoint representatives, they failed to catch that error several times. I would like my first mortgage payment to be granted for XX/XX/XXXX with a bi-weekly setup and not full payment by XX/XX/XXXX, due to a shell point representative error. I have these conversations voice recorded and documented. The pain and suffering that I've endured have triggered stress and XXXX within me.
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| 09/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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i have been in contact with my lender Shellpoint regarding assistance with my home for quite some time with no results. They have repeatedly given me problems such as losing my documents, losing 3rd party authorizations, and at the end, refusing to request a figures for me to try and keep my home. I reached out to Shellpoint regarding a payoff and have been refused this info.. I was told they cant provide me estimated figures and Shellpoint also refused to order me one. That is their obligation to me. I am in default and in the process of getting a new loan to pay back ALL monies owed to Shellpoint as well as the foreclosing attorney/trustee quality loan. I stated to Shellpoint what my intention was, and they were of no assistance to me. I finally got the APPROVAL DOCUMENTS and now am being told by Shell Point that they do not even want to see the approval. That they do NOT want the money that is owed to them. I spoke to the SPC XXXX XXXX and she stated to send in the approval and that she would order a fresh pay off. It appears that XXXX XXXX was just giving me the run around as I sent the approval and now other Shellpoint employees are telling me otherwise.. I am getting contradicting info from every rep that I speak to. I have spoken to countless reps within Shellpoints institution, including supervisors, and no one has done anything to assist me. ( XXXX XXXX x XXXX was completely rude, Supervisor XXXX XXXX stated that they will not postpone even with an approval, XXXX XXXX x XXXX stated that she WOULD place the pp request and then came back and said she was told she couldnt place it ) I have been given the run around, transferred countless time, and disconnected on. I truly believe Shellpoint is discriminating against me and my family based on my race, ethnicity, and national origin, and that they prefer for me to lose my home instead of giving me the opportunity to keep my home. There is no tangible reason why they would not assist me with the steps needed to prove to them I was getting a new loan. I am requesting a pp of my sale date so that the loan can close, and all parties can be paid. It doesnt make sense that Shellpoint is refusing to have the debt paid off in full.I called the trustee/ Attorney and stated that I have the approval and requesting them to assist me and they stated they can't. They stated I need to deal directly with Shellpoint. I am demanding my sale date be postponed or I will move forward naming Shellpoint and Foreclosing Attorney XXXX XXXX XXXX as defendants in Civil Court.
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| 04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez mortgage company has used predatory language and tactics seemingly in an effort to intimidate us and force late payment charges on us.
On XXXX we contacted NewRez customer service to make the XX/XX/XXXX payment in XX/XX/XXXX. The representative, XXXX informed that he would need to turn off our automatic payment for a few days in order to make the payment early. He said that he would turn automatic payment back on in 4 ( four ) days.
On XX/XX/XXXX we received an email from NewRez stating that we had missed two payments. That same day we logged on and made the payments. We called customer service and were told by XXXX that because earlier in the year we had responded to multiple NewRez emails regarding 'lowering our interest rate, ' the rep we spoke to, stopped our auto payment. We were told that was because we used the term, " Loan Modification ''.
Later in XXXX, after we had made our loan current, we received a letter threatening foreclosure. We called ( XXXX ) and the rep was hostile, threatening to collect the debt and foreclose. She informed us that we would be reported to the credit bureaus and our credit would be damaged. It was frustrating, unnecessary and demeaning. We explained what we had been told by XXXX and then were told that a XXXX would get with us within 48 hours. No one called. We called back and the service rep was hostile again, reminding us that we owed a debt and they were collectors of debt! I asked for a XXXX. The XXXXXXXX said they would review the previous calls and I would have to call them back. They have made no effort to help. He also told me that our auto pay was still off even though we had logged in and turned in back on. We called again XX/XX/XXXX and spoke with a supervisor. The supervisor said that they were updating the report to the credit bureau. He also said that our auto payment showed to be 'on ' and working.
Today, XXXX our payment should have auto paid. We checked and it did not. We called customer service. We were told that they could see that the auto payment was set to on but did not work today. We were also informed of 'past due ' penalties that have been charged for late payments. The late payments happened because NEWREZ is inept or their system does not work or worst of all, they are predatory.
This has been a horrible experience. NewRez has messed up our auto payment system, has treated us like criminals, and now they are charging us late charges. We always pay our mortgage payments. There was no advantage to us to skip or delay a payment.
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| 11/02/2023 |
Yes |
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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While FHFA made it mandatory effective XX/XX/XXXX for lenders to provide up to 6 months of payment deferral with specific instructions that cumulative cap of 12 months does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. ( See attached exhibit B ) Shellpoint/NewRez openly defy these regulations by failing to execute a XXXX XXXX XXXX for the current payment deferral which was requested for 3 months from XX/XX/XXXX to XX/XX/XXXX upon exiting a 3 months forbearance.
NewRez LLC XXXX Shellpoint has previously provided a deferral on the account on or around XX/XX/XXXX due to XXXX XXXX and XXXX XXXX XXXX shut downs which had occured as a result of nationwide disaster and Gov. XXXX executive Orders related to XXXX shut downs and shelter in place.
NewRez XXXX Shellpoint were in consistently receipt of monthly mortgage payments for over a year and a half after they issued the said disaster and XXXX XXXX payment deferral on XX/XX/XXXX. The current payment deferral was requested for 3 months from XX/XX/XXXX to XX/XX/XXXX upon exiting the 3 months forbearance which is not being executed by NewRez LLC/Shellpoint .
As of today, and despite of their previous pre-approval dated XX/XX/XXXX, the Servicer declined to proceed with Payment Deferral Agreement ( to Extend the term of the loan for the number of months the loan has been in forbearance which is 3 months from XX/XX/XXXX to XX/XX/XXXX ; ) Attached in exhibit A is a public announcement by FHFA stating that the Servicer is OBLIGATED to provide Payment Deferral Option as of XX/XX/XXXX.
Attached in exhibit B is the XXXX XXXX guidelines issued in XX/XX/XXXX that state : This cumulative cap does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral.
Attached hereto as exhibit C is the confirmation email by Shellpoint dated XX/XX/XXXX with pre-approval for payment deferment of the accumulated payments inclusive of XXXX payment to the back of the loan which NewRez LLL/ Shellpoint now refuses to execute.
Shellpoint is OBLIGATED to comply with mandatory FHFA regulations effective XX/XX/XXXX for lenders to provide up to 6 months of payment deferral with specific instructions that cumulative cap of 12 months does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. ( See attached exhibit B ).
NewRez LLC /Shellpoints compliance with FHFA regulations is not optional.
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| 08/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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Shellpoint servicers # ( XXXX ) XXXX I'm am currently a XXXX veteran with XXXX XXXX. After Covid-19 forbearance my loan was placed in a modification with a company called XXXX # XXXX. I was supposed to pay 3 trial payments of {$1100.00} in which I actually made at least 5 payments on 2021 They we're supposed to send my final modification papers but they did not send them instead they sold my loan while I was in the middle of my modification to acompany called Shellpoint. Shellpoint sent a statement requesting that I pay them an inflated amount of money. I wrote them a debt dispute letter to which they sent me the same letter just saying they were my servicer and I owed " x '' amount of money. I then went back and sent them papers showing my old loan amount and that I had actually been in Covid forbearance and then modification. They sent me papers asking me to pay them {$1200.00} or so dollars which was more than my agreed amount with XXXX XXXX and saying that I had to start trial payments with them all over again. Which was ridiculous seeing that I had already completed these. They sent me papers as well saying that my estanged spouse who is not on my mortgage loan ( is on title ) had to sign the modification with me in front of a notary.
I explained that he was XXXX to myself and to my children and somewhere out XXXX and I do not have an address for him nor feel for my safety that I need to bein my room with him. Their agent told me, " well you need to find him and be in the same room with him in front of a notary and sign and send us the papers '' .I told them that I could not do that and I though it was shameful that they would want to put my life in harns way. I attempted several times to have someone call me and left messages but I never got a call back. Finally I called them again and was told not to submit any workout paperwork to them because it would be denied and that they would no longer accept money from me unless it was the total {$40.00} something XXXX from being in Covid-19 forbearance. I received a letter saying they were going to foreclose on my property to which I sent a debt dispute letter to the law company called. They send me some papers from something I supposedly signed with XXXX bank years ago. I don't know what that had to do with Shellpoint or XXXX.They foreclosed recently and denied a seller that wanted to buy my home. Now they want to also give mean eviction on my credit plus the foreclosure. It's a nightmare. I have XXXX kids with 2 being XXXX. Please look into this
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| 06/18/2020 |
Yes |
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- Trouble during payment process
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Web |
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We sold our house, and close on XX/XX/XXXX. I contacted New Rez to request a payoff statement. After about a week and a half, a few emails and phone calls, I finally Had them fax it to me. Theres now an option to get it online that wasnt there before.
The first two people I spoke with at the loan servicing dept. between the end of XXXX and about XX/XX/XXXX, when I finally got my payoff statement, both told me that there was a {$3600.00} debit added to the payoff statement because the first county tax was sent on XX/XX/XXXX. I questioned them over and over again about why that amount wasnt taken out of my escrow that has close to {$6000.00} in it, and neither could answer. Neither one could give me any kind of verification or receipt that the first county real estate tax was paid.
Last Monday, I got a hold of the county tax assessors office to try and get a receipt for the tax payment, but they said they have g received anything yet.
I called New Rez again. and asked for verification that the county tax was paid, and now this rep, and her supervisor told me it was never sent. I first asked him to send it out, but he said itd take 7-10 days or longer for receipt verification from the tax office, so then I asked him not to send the tax payment it since it was too close to our XX/XX/XXXX house closing date to verify receipt with the tax office. He said he could make a request not to send the delinquent tax ( not actually due here until XX/XX/XXXX ), but he couldnt remove it from the payoff statement. I tried to explain the whole thing, and asked him again why it didnt come out of escrow, but he couldnt answer.
So now, at closing I have to pay title company the first county tax of roughly {$3600.00}, and I have to also pay New Rez fhe same {$3600.00}. Thats an additional roughly {$8000.00} I have to come up with at closing when I shouldnt have to pay either because my escrow balance should have covered that tax.
So New Rez is getting the {$3600.00}, just to give it back to me instead of just removing it from the payoff statement. Sounds a little questionable to me. My last bank screwed up my escrow and if took me months after we refinanced to get some of it back.
Could you please look into their payoff and escrow handling, and also why the first county tax wasnt made on XX/XX/XXXX like it was last year? Its hard for me to believe that they cant remove the county debit from the payoff statement.
Sounds fishy to me. At least Im not in a situation where I need the extra {$8000.00} right away.
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| 11/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To : CFPB From : XXXX XXXX Re : Shellpoint mortgage not honing pour modification on new porched loan & not allowing payments to be made having reps steer owner into short selling property at discount A. My property was under modification under the previous lender named XXXX XXXX XXXX. When Shellpoint Mortgage become the new lender, they did not honor the old agreement ( loan modification ) that was set in place by previous lender.
B. Once Shellpoint Mortgage took over the property loan an additional letter was received with an incorrect amount owed and updated terms which stated that I had 30 days to notify them if anything was wrong with the information documented regarding my account. I responded to Shellpoint Mortgage via certified mail that the balance that was incorrect and that my loan was modified days before they obtained the loan. I also notified Shellpoint that the loan should reflect a different balance with the past due payments being placed on the end of the loan per the loan modification program.
C. I contacted Shellpoint Mortgage and they made the change on the amount of the loan but told me to wait on the paperwork regarding the loan modification program, I could not make a payment until this was updated which could take up to 60 or 90 days.
D. After I waited 90 days ; they told me my mortgage wasnt under the loan modification program and the balance needs to be paid in full of the old lender ( XXXX XXXX XXXX ) as well as additional fees.
E. Shellpoint Mortgage refused to refinance the current loan/mortgage and shared they will send paperwork out to start a short sale of the property.
F. What happen next ; while I was under the loan modification they took the liberty to put late payments on my credit report in a deliberate attempt to stop me from looking at other lenders to keep my property while not honoring the agreement and putting false information on my credit report.
G. What I would like to take place is for Shellpoint Mortgage to remove all negative information from my credit reports while this matter is under investigation because this is negatively impacting my lively hood and ability to seek additional financial assistance to rectify the past due balances on my mortgage. Shellpoint Mortgage failed to follow the Fair Debt Credit Act and their reporting practices needs to be investigated further.
H. Lastly, I would also like for them to comply with the original loan modification agreement filed with XXXX XXXX XXXX before the mortgage was sold to Shellpoint Mortgage.
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| 04/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I am disputing the XX/XX/XXXX sale date while we are doing everything we can to supply a document for Shellpoints underwriters request given to me yesterday. I am requesting that the sale date be placed on hold until this last minute request can be provided to us by XXXX XXXX in order for Shellpoint to include the income from XXXX XXXX XXXX XXXX which is needed to qualify for a modification. I have submitted to Shellpoint the last mortgage statement I have received on this property but since it is not current I have worked with my attorney to request XXXX get this document to you as soon as possible. I was asked by Shellpoint representative to either provide this mortgage statement or submit an incomplete package which will lead to a denial, therefore, with both of these options being unacceptable I am disputing these unfair actions and asking for a fair review for a modification I know that I can qualify for given I have had 4 properties modified to date since my financial situation has improved. We are working diligently to provide this request to you.
As per your most recent request today, Wednesday, XX/XX/XXXX given to me from Shellpoint Rep. XXXX at XXXX : 1. ) The following properties that were listed on my XXXX Taxes have been foreclosed on and are no longer in my name : XXXX XXXX XXXX XXXX XXXX XXXX 2. ) A current mortgage statement for 1 XXXX XXXX serviced by XXXX XXXX XXXX ( Property has been in litigation and I am represented by my attorney Mr. XXXX XXXX, ) in order for underwriters to include this income in their review, and thus qualify for a modification.
I am working with my Attorney, to try once again to get a copy of a current mortgage statement from XXXX XXXX XXXX , XXXX Loan # XXXX for 1 XXXX XXXX to fulfill yesterdays request.
We have turned in the last statement for this property, which was provided to me from Shellpoint. XXXX has admitted that since servicing my loan it has not ever provided a mortgage statement to date because it has been in litigation but is now working to expedite a copy for Shellpoints underwriters for their review.
If you would like to call my attorneys office and put in your request as well, here is the contact number : XXX-XXX-XXXX I am doing everything I can to get you this information and am requesting the time necessary to produce this document as it is out of my hands. Please wait for this mortgage statement in order to use the income for this property in your review and cancel XX/XX/XXXX sale date. I demand a fair review for modification!
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| 07/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint is my mortgage servicer. I can't get an answer as to who my primary contact/XXXX will be going forward.
I have been working with my assigned XXXX, XXXX XXXX, on bringing my account current. I have also been in correspondence with his supervisor, XXXX XXXX.
Now I am receiving emails -- sometimes multiples in a day -- from people whose names I do not know. These emails do not contain introductions or how they are related to the servicing or processing of my loan. These new individuals include : XXXX XXXX -- Emailed us on XX/XX/XXXX XXXX XXXX -- Emailed us on XX/XX/XXXX XXXX XXXX -- Emailed us on XX/XX/XXXX at XXXXXXXX XXXX EST XXXX XXXX -- Emailed us on XX/XX/XXXX at XXXXXXXX XXXX EST We also haven't received any responses back from XXXX XXXX or XXXX XXXX, our assigned XXXX and his supervisor. The last email we received from XXXX was on XX/XX/XXXX.
Note that XXXX and XXXX 's emails were sent an hour apart on XXXX, XX/XX/XXXX. They did not introduce how they are related to our account. Both claim to be servicing our account. Both asked for the same information. This is really suspicious as I don't know if they are legitimate representatives. If they are, why are there XXXX of them asking for the same information?
Please note that representative XXXX XXXX, after we responded, had an out-of-office notice on her email. Her out-of-office notice says she is unavailable until XX/XX/XXXX. Her notice is confusing as it suggests she only works there occasionally if her message is set to XX/XX/XXXX and she hasn't changed it since. She has not responded since we received her out of office reply.
Given rampant identity theft, I want to verify who is responsible for my account going forward. This is also in addition to the fact that I do not want to keep restating information that was given to one rep. I do not want information to be lost in the servicing of my loan.
I have emailed all of these individuals, individually, and in cc asking who will be our primary contact going forward. No one has responded and taken responsibility as the primary contact.
Attached are email correspondence from these different individuals.
Part of our requirements for loan modification from Shellpoint is that we maintain biweekly contact with our XXXX. It seems that Shellpoint is incredibly disorganized in the handling of our loan, and the service representatives are not working in coordination with XXXX another.
How can we maintain contact if we don't know who is the actual service representative?
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| 10/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I purchased my home in XXXX and Shellpoint Mortgage is the latest mortgage servicer. This is my primary residence and I live her with my wife and four daughters. Our hardship began in XXXX of XXXX when the XXXX pandemic hit. My job at the time involved inspecting people 's homes, which required much traveling throughout XXXX California. My job brought in a higher income for me because as an independent insurance adjuster, I made extra money off of mileage and overtime. Because of the pandemic, I had to cease all travel and could not be exposed to the public because catching the virus would be especially harmful for my family. I have XXXX and all XXXX of my daughters have XXXX. One of my daughter 's has an immune system compromising XXXX as well. In addition, my wife and I are the sole caregivers of my wife 's elderly mother who has XXXX XXXX. Because of all of this, my employer at the time allowed me to work strictly from my home office and adjusted my duties so that I wouldn't have to travel. Unfortunately, this was only going to be a temporary situation and as the pandemic continued and during this time, my income dropped dramatically because I was no longer getting the extra hours and income from the mileage. This continued through all of XXXX and into XXXX until my employer required that I go back to my regular duties, which I still could not do because of the pandemic. In XXXX of XXXX, I took a position with another company, XXXX XXXX, which allowed me to work from home permanently without having to travel or be around the public. My income increased only slightly, but still nowhere near what I was making before the pandemic.
Shellpoint Mortgage allowed me to be in a forbearance program for the entire period until the moratorium ended on XX/XX/XXXX. I have tried to work with them to bring my mortgage current and resume my original payments, but they are continuing with the foreclosure process. They have allowed me only one option which was a payback plan. I owe over {$42000.00} in back mortgage payments and the plan they wanted to set me up in would require that I pay {$39000.00} down and an extra $ XXXX/month for six months. I don't feel asking for {$39000.00} ( due on XX/XX/XXXX ) is reasonable. They said I do not qualify for a payment deferral or modification and the repayment plan is the only option. If I can't come up with the {$39000.00} by XX/XX/XXXX, they will foreclose on my home. The have already started the foreclosure process and are working on establishing a sale date.
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| 01/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I have reason to believe my previous mortgage lender, NewRez LLC/Shellpoint, failed to file a release of lien after I refinanced with a new company on XX/XX/2020, and now, because of their negligence and disorganization, the impending sale of my home is jeopardized.
When I called NewRez on XX/XX/2020 to inquire about the missing documentation, I was told by one employee that the lien release paperwork was initiated on XX/XX/XXXX, but he could not provide me with evidence to support this claim, nor any updates on why it was still pending. He suggested it must be an error on the county end, and I asked for a copy of whatever they sent to the county, but he could not provide me with anything.
On XX/XX/XXXX, we checked with the county, and there had been no communication from NewRez regarding my property. During a call on that same day, a different employee found and forwarded to me a strange document they claimed was proof they initiated the loan, but many of the dates were random and incorrect ( it was signed in XXXX, but I didn't start the refinance process until the following fall ). Then, on XX/XX/XXXX, I was told by a yet another employee that the process was ACTUALLY started on XXXX XXXX -- which, suspiciously, is the same day I first called the company to ask why the lien hadn't been released.
When I asked for someone to draft up a new copy so that the title company handling the sale of my home could file it with the county themselves, I was told that no one in NewRez customer service has the ability to create documents, but that I had to go through the lien release department -- who, conveniently, have no phone numbers and take days to respond to emails. I finally received a response from the lien release department today XXXX XXXX XXXX ) and was told that they ALSO can not draft up this documentation, as they are waiting on an unnamed " external vendor. '' I was then given a payoff letter that does not include the reception number associated with my deed and is, thus, useless in the eyes of the title company. The letter also refers to an attachment which is mysteriously missing, and also has my name misspelled. When I asked for this to be corrected -- radio silence.
I have spoken to at least three different supervisors, but when I call back on the main line ( the only contact option ) and ask for them by first and last name and extension number, no one is able to connect me with them. There appears to be no accountability for following up with customers, even when promised.
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| 06/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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We fell behind on our mortgage due to medical issues and lost wages, and covid issues in XXXX of XXXX. I called in and explained and was told by Shellpoint that they would work with me and start accepting payments. We have been making payments that were directly taken from our account all the way up until XX/XX/XXXX. All of a sudden in XXXX, I was told Shellpoint cant take my payments anymore and was told they should have never been taking them in the first place. I was told they were going to send me a check back for what was removed from our account. Basically were were told because of the foreclosure status they should have not accepted our payments. It made no sense!!! Basically Shellpoint is dual tracking. So I applied for a loan modification and were advised the file was under review nothing was needed. The most recent time was XX/XX/XXXX. Fast forward to XX/XX/XXXX ; we receive a decline letter dated XX/XX/XXXX. It states that I am not eligible for assistance but It did not state why. On XX/XX/XXXX, I called Shellpoint to ask what the reason I was denied for and they said they didnt know. I asked if anything was documented on the account they said no reason was documented, it just said file denied. I asked if we have an appeal period as a was advised by a family attorney that I should have one. They said no. The letter didnt state why my file was denied. I asked for a supervisor and immediately were told there had no supervisors available. The issue that I have is not getting a clear answer why I dont qualify for assistance. Shellpoint had no problem taking my payments then all of a sudden had to stop and now they are selling my home. The letter was completely vague and was not clear whatsoever, which is why we called. Supposedly I have a single point of contact XXXX, but she can never come to the line/ never answers the call. Instead I get a different person each and every time I call in. The fact that I cant even get a supervisor to look into the matter, is very upsetting. My English is not the best but I believe that Shellpoint is discriminating against me based on my age, race, ethnicity, and language. I am demanding a fair review for my file. I am 9 months behind. I was making the payments after I fell behind. I do not understand what is going on. Why I cant get answer to why you stopped taking my payments in XXXX Why you cant tell me why my file is denied.
This oversight of them taking my payments when they " shouldn't have '' and now this neglect of my file is fraudulent.
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| 01/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I own 5 rental homes and have mortgages on all five ( with three different mortgage companies ; New Rez/Shellpoint XXXX XXXX XXXX XXXXXXXX XXXX and XXXX ).
XX/XX/XXXX- my insurance company, XXXX XXXX, sent each mortgage company a declaration page covering all five homes in the amount of {$4900.00}. After sending out the main declaration page for all five homes, my insurance agent ( XXXX with XXXX XXXX XXXX XXXX XXXX ) immediately sends the mortgage companies a breakdown of how much to pay towards each home ( between $ XXXX {$1000.00} per home ).
Each mortgage company pays the insurance premium then, recalculates the escrow based on any increases in taxes and insurance from the previous year. This has been set up between my mortgage companies and my insurance company, in this way, for 15+ years.
Note : New Rez/Shellpoint holds the mortgages for three of my five rental homes. They paid the correct amount of insurance on two of the homes but on the third home they paid the master total of {$4900.00} for all five homes.
XX/XX/XXXX, I received a check for overpayment from my insurance company. I immediately contacted New Rez and told them to put it back into my escrow so I wasn't short. I paid the overpayment directly back into escrow over the phone.
XX/XX/XXXX I received an escrow analysis stating they are increasing my monthly mortgage payment due to an increase in my homeowners insurance and shortage of escrow.
Summary : New Rez made an incorrect payment into the escrow of one home causing that mortgage to increase by $ XXXX. I have been making weekly phone calls trying to get this resolved since XX/XX/XXXX. With each phone call I am told they would be getting a new declaration page from my insurance agent at the number verified XXXX, and will issue a new escrow analysis within a few days.
I have the names, dates, times, and notes of every phone call. I have a record of agents opening a ticket then closing it the next day without any changes being made. I have agents calling themselves Supervisor when they were simply a team lead who couldn't come to the phone upon a follow up phone call the following week ( supposedly only supervisors are able to take calls ).
This, along with my social security income, is my retirement income. I count on the money I get from the rent on these houses. A {$400.00} a month increase in my mortgage will bankrupt me within the year. Someone needs to make the corrections necessary to fix this problem before my next payment is due XX/XX/XXXX.
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| 02/05/2023 |
Yes |
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX received {$23000.00} from haf funds to cover my XXXX forbearance debt. They applied the funds to every payment I missed which included principal interest and taxes and insurance. During forbearance XXXX obviously covered my insurance and property taxes for me and when all payments were made with the HAF funds any money they paid forward would have been repaid but they took a separate {$14000.00} solely for escrow as well. Approximately {$4000.00} of that approximately {$14000.00} was for predicted end of XXXX tax and insurance coverage however the other approximately {$10000.00} was said to be to cover money XXXX paid forward during my forbearance. Being that they applied the full payment amount which includes escrow for each month I was in forbearance this money was already paid back in said payments. So they double charged me. Also per haf fund guidelines they were not allowed to charge late fees and they charged me numerous late fees in various amounts. All over in the documents and statements are numerous servicing fees at random amounts, one being for over {$4200.00}. Then after receiving haf funds, applying the payments in full and taking double on separate escrow costs as well they went and reported twelve late payments to the credit bureau. I have had this mortgage since XXXX of XXXX. I applied for and accepted one modification offer in the beginning of XXXX after losing my job to XXXX however when I went into forbearance in XXXX of XXXX I was completely compliant so if all payments paid with haf funds were to be made as though current and on time how is it that they could pull me out of the modification and charge me over {$6000.00} in late payments and fees. As of right now after complying and following my mortgage and modification compliantly for almost six years they report that with an original loan balance of {$75000.00}, I currently still owe just over {$74000.00} still. It's impossible, it's wrong, it's out right fraud and I know I am not the only one. XXXX had me locked out of my account from XXXX to XXXX of XXXX. Then when I began the investigation they sold me over to shell point to try and hide their crimes but everyone knows shell point is XXXX hiding under a different name. I am sure they have more than likely frauded nearly all of their clients however I am concerned with their fraud of me and my account. I should be at approximately {$53000.00} balance currently and according to them I've paid less than a XXXX in almost six years.
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| 04/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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I started a refinance of my home located at XXXX XXXX XXXX, XXXX Az with NewRez LLC who services my mortgage currently at their request by email in XX/XX/XXXX. The first loan application loan # XXXX went inactive because NewRez system inactivated the loan because they didn't do anything with it. I had paid XXXX dollars for an appraisal that was never done. The second loan was started in XX/XX/XXXX loan # XXXX and NewRez took more money for an appraisal out of my Bank account again. After threats of criminal charges being files against the loan Officer XXXX XXXX, the money for the second appraisal was returned to my account. The appraisal for the property was finally done late XX/XX/XXXX and filed with NewRez on XX/XX/XXXX. The loan did not proceed. In the mean time I was served with a Divorce Action from my wife. NewRez was informed of the court papers fully. Nothing happened with the loan even with numerous phone calls and emails to the business. I filled a complaint with the XXXX XXXX XXXX in XXXX DC. Then NewRez gave me a conditional approval with a request to have a copy of the Final Divorce Decree. The Decree was supplied on XX/XX/XXXX, and additional financial documents they requested. A loan processor was assigned identified as XXXX XXXX who emailed me him being assigned as the loan processor. I have made many attempts to call and email him. He never answers his phone or answers emails. I was contacted by XXXX XXXX on XX/XX/XXXX, by her calling my cell phone. She told me she was working with Mr. XXXX and she wanted additional financial documents that have been supplied numerous times before. She wanted current documents and I supplied them via the internet. Still no action on the loan application even though it had been approved with conditions that had been met. On XX/XX/XXXX I emailed Ms XXXX and asked why the loan was not proceeding. She emailed me back to contact the Processor Mr. XXXX with any concerns. I emailed him on XX/XX/XXXX and still no answer. Mr. XXXX has never responded to emails or phone calls. I do not know how to get this company to finish this refinance and get the loan documents to me to sign. They are avoiding any actions in regards to this refinance and there is no reason it should not proceed, I check their web site with my account daily to see if they have any requests or actions and nothing is seen. I need help getting this to proceed, This refinance has cost me time and money with little or no actions of this mortgage company. Can anything be done.
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| 12/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Fees charged
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Web |
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I missed my XXXX 2023 monthly mortgage payment of {$1100.00}. It is the ONLY payment I have ever missed.
I filed a XXXX XXXX Bankruptcy on XX/XX/XXXX, adding the ONLY missed payment into my XXXX XXXX Payment Plan, to be paid over 5 years.
Shellpoint Mortgage added attorney fees of {$350.00} and a proof of claim fee of {$250.00} on XX/XX/XXXX and XX/XX/XXXX onto my XX/XX/XXXX mortgage statement without ever notifying me of the charges!!
They did not XXXX mail, email, or call me. They did not send or email any statements. I did not know of any fees or charges whatsoever.
I made a regularly scheduled mortgage payment to Shellpoint on XX/XX/XXXX, for the full amount due of {$1100.00}, unaware of the additional charges.
Shellpoint sent me an escrow increase payment ( by USPS mail ) in XXXX of XXXX, effective XX/XX/XXXX. My payment increased to {$1200.00}. I made another regularly scheduled mortgage payment on XX/XX/XXXX, for {$1200.00}, still unaware of the additional charges.
Shellpoint sent me an email earlier today ( XX/XX/XXXX ) stating they never received my mortgage payment.
I immediately logged on to my online Shellpoint account to discover the additional atty and proof of claim charges and one XXXX of a messy payment history/accounting that Shellpoint has been entering since XX/XX/XXXX.
They have been receiving my payments but NOT APPLYING them to my account because of the hidden attorney and proof of claim fees they charged back in XXXX.
Furthermore, my XXXX statement shows a regular monthly payment due of {$1100.00} ( where did this amount come from?? ) and a total amount due of {$1700.00}, TOTAL OF ALL PAYMENTS DUE {$3500.00}. What XXXX XXXX XXXX are they doing? Except for the ONE MISSED PAYMENT OF {$1100.00} that is in my XXXX XXXX plan, I OWE THEM NOTHING ELSE!!!!! Stop hiding fees and APPLY THE PAYMENTS I AM SENDING YOU ON TIME! This is LUDICROUS and I will NOT stand for it. Immediately remove the hidden charges you applied in XXXX and straighten up your accounting nightmare. I am going to notify Fannie Mae of the messes you are creating because you are not fit to service their loans.
My principal, interest, and ESCROW accounts are suffering because of Shellpoints fraudulent, sloppy, accounting practices. They are trying to create deficiencies where there are NONE so they can foreclose on my home shortly, and I will not allow that to happen. They need to clean up this accounting nightmare immediately and be held accountable for what they are doing.
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| 08/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/20 I called into Shell Point Mortgage to ask about an property tax refund that was in the escrow account sinceXX/XX/20 ( {$8500.00} ). They said that they would take care of it and send me a check right away. I hear and see nothing for weeks so go through their chat service on XX/XX/20. They said they had to evaluate the escrow balance and then send the surplus. I get a mail response on XX/XX/20 saying that they will refund me {$7700.00} and that the check was included in the piece of mail. It was not. They included a sample fake check which I can not cash. I send them another message on XX/XX/20 but it's an email since their hours of operation are closed ( no phone, no chat ). On XX/XX/XXXX I receive a letter in the mail saying " due to the complex nature of the matter '' that they request more time to fully respond to my inquiry. The letter was dated on XX/XX/20. Shell Point Mortgage has repetitively put off giving me my money and has held onto it for 2 months. They had it for a month and didn't mention anything to me or send a refund.They said they sent a check and the account says it's gone, but they didn't send a check and instead send a fake sample check. They are avoiding paying me and paying me interest since there is no check and they are hoping I don't notice and they have to send a new check. They are abusing me and my money. NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX NewRez LLC dba Shellpoint Mortgage Servicing XXXX, TX XXXX XXXX XXXX ID # XXXX I filed a compliant on XX/XX/2020 to get this issue settled. They actually responded within a week and denied me any compensation for my time or interest on my funds. They said a real check was mailed separately and must of been lost ... They offered to send my funds via ACH and I accepted. I provided my information and they acknowledged to me that they sent it on XX/XX/2020. It's been a week and the funds are still not there. They closed my previous case without any communication to me if I they should close or if I received my funds ( which I did not ).
Shellpoint has shown that they systemically mislead their customers into believing they will get their funds and have a system to deny and delay actually doing so. They have held my $ XXXX dollars for over 3 months and have wasted hours of my time while stealing interest from their customer while claiming they are processing my request but they systematically withhold my funds with each escalation and step.
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| 02/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I was pre-approved for a loan on XX/XX/XXXX. This has been a most frustrating experience as it is now XX/XX/XXXX and we still are not closed. So far 5 months in and i have spent {$2300.00} out of pocket for nothing. I feel that I was mislead from the beginning and through the entire process. Now I've spent alot of money with the promise of a lower interest rate and payment. In the end I have endured more debt through the process, and my credit score has been adversely affected. This has been extremely emotionally overwhelming especially during the pandemic!
See attached emails for details.
XX/XX/XXXX ~ Pre-approved for a refinance with my existing company ; 30 year fixed@ 3.125 % payments ~ {$1000.00} with XXXX $ XXXX at closing ; closing to occur within 60 days XX/XX/XXXX ~ Agreed to move forward paid {$500.00} for appraisal fee.
XX/XX/XXXX ~ Appraisal occurred XX/XX/XXXX ~ Notified that appraisal met value at $ XXXX XX/XX/XXXX ~ Notified that loan is approved with conditions ; tried to get clarification on conditions but loan officer said not to contact him ; only contact processor XX/XX/XXXX ~ Handrails installed ( paid {$350.00} out of pocket ) and engineer cert report ( paid {$650.00} out of pocket for this ) obtained to meet conditions XX/XX/XXXX ~ Notified by appraiser that handrails needed to be installed around perimeter of front and back porches, not just stairs ; attempted to clarify this with processor on XX/XX/XXXX ; now have to schedule more repairs XX/XX/XXXX XXXX Received closing disclosure with huge discrepancy in numbers and terms. Reached out for explanation and was not given one. Did not sign document due to discrepancy. ( see email ) XX/XX/XXXX ~ Handrails completed ( paid {$1500.00} out of pocket ) XX/XX/XXXX ~ File back to underwriting and they discover issue with name on taxes. This has been my mortgage company for nearly 4 years now and they are just now discovering that there is a clouded title. This might lead to bigger issues with my county taxes.
From this point forward to present I have been battling them on rates and terms that are completely different that the original offer by almost $ XXXX difference. Sales team keeps putting my file in suspense. Finally went back to underwriting over a week ago. I was notified today that now they want to do another appraisal. I feel that their practices have been extremely unethical and have cost me a lot. A possible resolution to this would be for them to reimburse the money I have spent in this process.
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| 10/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX my contract was sold to Shellpoint Mortgage. My contract specifically states that I am to pay my own homeowners insurance. Shellpoint/NewRez took it upon themselves to pay the insurance in XX/XX/XXXX for {$560.00} after I had made my payment to XXXX XXXX for {$120.00}. XXXX returned my payment to me. I contacted them to find out to my surprise that Shellpoint/NewRez had already payed them.I informed them that Shellpoint/NewRez was not suppose to do that because my contract states I pay my own premiums. For 8 months my mortgage amount did not change so in XX/XX/XXXX I re-embursed Shellpoint/NewRez the {$560.00} thinking that this would correct the problem. It didn, t. It made it worse. In XXXX of XXXX Shellpoint/NewRez raised my payments to {$800.00} a month from {$670.00}. I contacted them and asked why they did not credit my account with the {$560.00} payment I made back in XX/XX/XXXX. I was told they didn, t know. I then asked them why they paid my insurance they told me that they can.The rep told me that she was looking at a document that said that my insurance was in escrow.So I asked her to send me a copy of it and she then told me that I couldn, t request a copy and then hung up. I was not given credit for the {$560.00} that I sent them untill XX/XX/XXXX. It took them two and a half months to finally credit the payment. In XXXX of XXXX I received notice from XXXX XXXX that my premiums were due. I paid them on XX/XX/XXXX in full {$580.00}. To my surprise on XX/XX/XXXX Shellpoint/NewRez paid the premiums again. They then started to come after me for it and took my mortgage payments and applied them toward the insurance premiums putting me in default. I contacted them by phone and by mail to get this corrected and they put me in pre-forclosure. They now say that I am a month behind on my payments. They also raised my payments to {$970.00} a month now. They hit me with late fees that I should not be hit with because this was clearly their mistake. When a company purchases your contract aren, t they suppose to abide by the terms and conditions of the contract? They say they don, t have to because the Deed of trust says that they can do this. So then why do we even sign contracts anyway if they don, t abide by it. This is a problem that they refuse to correct.My payment should only be according to my contract {$670.00}. They now say that my payments are suppose to be {$720.00}. I don, t know if you can do anything about this I would really appreciate it. Thank You!
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| 01/27/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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We have been responsible homeowners since XX/XX/XXXX, owning our first home and selling it in XX/XX/XXXX with proceeds of {$25000.00} applied to your second home which we currently own. When the Great Recession hit, we kept our jobs and continued to pay on the house. We had an 80/20 mortgage, with the first ( $ XXXX ) handled by XXXX and the second ( $ XXXX ) for a total of $ XXXX by XXXX XXXX XXXX in XXXX. Our loan was temporarily lost by XXXX then rediscovered during the financial crisis.
We received a modification by XXXX. We continued to pay XXXX all along. Both loans were eventually sold to Shellpoint.
We paid both regularly until XX/XX/XXXXwhen I was laid off from my job after 13 years, after having to train my XXXX year old co-worker in. We continued to pay despite the financial hardship and Shellpoint worked with us. In XX/XX/XXXX, Shellpoint granted us a modification of {$210.00} which we thought included both loans and gave no indication otherwise. We accepted although our payment was increased to cover missed payments, therefore making things even harder.
In XX/XX/XXXXwe decided to sell and move as homeownership was deemed too unfair and granted no reward for trying to do the right thing. The market in our neighborhood was on the high upswing and our house went from being under water during the recession ( valued at {$140.00} ) to {$260.00} or more in XX/XX/XXXX. All other houses and owners were getting proceeds from sale. On the day of the closing ( XX/XX/XXXX ), the realty company ( XXXX XXXX ) told us we were underwater plus owed Shellpoint {$11.00}. Shellpoints payoff required $ XXXX on the primary loan including $ XXXX in fees and deferred principle, plus $ XXXX on the second loan, requiring total payback of $ XXXX. This is far in excess of what we purchased the property for initially for in XX/XX/XXXX, and absent of any equity in 13 years living in the property! Moreover, at the time of sale, our first mortgage, which had been paid down to $ XXXX had $ XXXX of principle added to it by Shellpoint during the modification, unbeknownst to us, while the second loan was at about $ XXXX after 12 years of steady payment i.e. no reduction at all. We decided not to sell as this seemed an egregious act of deception and mortgage manipulation as well as placing homeowner at a complete disadvantage financially. We have been under a forbearance by Shellpoint until XX/XX/XXXX. This is an intolerable situation and manipluation of homeowners. Sincerely, XXXX and XXXX XXXX
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| 01/02/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Hello, my scheduled payment for XXXX was scheduled like every other month and come XX/XX/XXXX I personally realized that the money never came out of my account. I personally called new Rez to try to figure out why the money was still in the account and they still showed it pending on their end. No issues. Come XX/XX/XXXX I called again as money was still in checking account and that's when they said it looks like the payment got rejected I immediately said there's no reason for that please try it again the money is there And they took the payment and everything went through fine. I've been personally reached out to new rez via email as you can't speak to anyone via phone regarding credit reporting, providing documentation from my bank account showing the money was there and there was no reason for the payment to be rejected. Neither XXXX or XXXX charged me any NSF fees because there was technically money there But I begged and pleaded them to not report this to my credit report as it's always hard to get it removed and let 's be proactive and not make this an issue and here we are it got reported. I provided them big statement showing money was there I provided everything that I could think possible to prove to them that I was the one that initiated the payment and followed up on the payment being processed and had I not of done that nobody would have notified me I wish I would have known prior to XX/XX/XXXX because I would have re-issued the payment then The only reason it got re-issued after the fact is because I again caught the error on their end now they're trying to tell me it was rejected by the bank I understand their obligation to report negative credit but though this is not the scenario the money was there I have always made my payment on time there is no reason for this to be a late payment as I immediately told them to retake it and they got their money I asked for them to immediately reverse the negative reporting on my credit report because they got their money when I told them to retake it and they got there they should've got their money timely in XXXX if there wasn't an error on rejection through all this automated nonsense and you're not able to talk to anybody about it.
Had I been able to talk to somebody about it at the end of XXXX there would never have been an issue Please remove the negative credit reporting. Per the attached the money shows it was taken out and no NSF was charged therefore they know this was made timely and it was an error. Not by me
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| 01/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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This mortgage was paid off on XXXX XXXX by XXXX XXXX XXXX XXXX thru Escrow company XXXX XXXX XXXX XXXX. Since I was selling this house everyone wanted it to close fast. Someone did not update the demand for payoff of the loan and instead of paying {$580000.00} actual mortgage payoff, the title company wired {$590000.00} ( Im using rounded numbers ) so this created an overage that was due me out of my equity proceeds. There was an overage which was sent back to an ach number that had nothing to do with the loan payoff. Rather than send it back to the title company SHELLPOINT sent it to a contractor who was working on my house and we had an arrangement. I paid him already out of my escrow proceeds the money due him and this money was supposed to come back to me. Its mine. I do now wish to deal with Mr. XXXX XXXX the contractor anymore because he has threatened me many times and Im afraid for my life. SHELLPOINT mistakenly sent the money back to him because he was making the payments because of our business arrangement. The money was supposed to come back to me the only listed person on title. We signed a release and I sent him the remaining money he was due. Im XXXX years old and he used my house to make money and threatened me when I started acting up. SHELLPOINT said they were looking into it last Thursday then I called today and they had NO record of anyone looking into my concern. They gave me the ACH numbers which match up to the contractors Routing and account number. The contractor has not sent the money back to me and SHELLPOINT is saying so far they are looking into it but noone calls me back! They claim they sent it back to the last ACH number they had in their file and that would have been the contractor because he made the last payment to them ... but I already settled up with him on this payment. I am afraid to contact the contractor. SHELLPOINT should have never wired to an account when they didnt know who owned the account. SHELLPOINT was very rude to me.
I am left without {$5100.00} I was due and as a senior citizen recovering from XXXX I have limited resources now after this sham contractor used me. SHELLPOINT needs to get the money back from XXXX XXXX ACH XXXX XXXX and deliver it to the right owner on title, me. Mr. XXXX is not on title to my home and never has been. He tried to get me to sign over the grant deed and I refused. The property address was XXXX XXXX XXXX, XXXX XXXX XXXX, Ca XXXX - my sold house.
Thank you please help me.
Sincerely, XXXX XXXX
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| 10/08/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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Shellpoint Mortgage took over this debt around 2017. The debt in questioned a principal balance amount and a Non Interest bearing amount of approximately $ XXXX. I tried to negotiate a payoff with the holder of the debt XXXX whom Shellpoint would not provide me with the contact information. I dealt with an individual at that time called XXXX XXXX who made me complete a hardship form, against my wishes in order for me to attempt to negotiate a payoff. I wanted to payoff the loan and my reason was not as a result of a hardship. I stressed this over and over again and he said. " If you want to try and do this then you have to fill it out '' I reluctantly did and the following he call and said very curtly that it had been declined without providing me a reason.
It was then that Shellpoint began harassing me accusing me of non payment. In the past 2 1/2 years I began receiving calls from Shellpoint representatives informing me that this is an attempt to collect a debt. On each occasion I have been accused of non payment.
The problem : My principal balance is not at XXXX cents. I have been making payments on time each and every month yet Shellpoint seem unable to apply my payments. Instead the monies are not applied but are shown on the statement listed as an " Unapplied payment ''. This is when the phone calls begin stating that they are attempting to collect a debt.
I have attempted on countless occasions to resolve what is a payment processing problem by Shellpoint. I have spoken to numerous individuals who have apologized profusely and have promised that they will rectify what they have admitted to me is their
problem. This has never been achieved and every 3 months I begin receiving calls from Shellpoint representatives attempting to collect a debt. I am going to attach the escrow statement that I received from Shellpoint when they last denied my claim to have late fees removed.
During this time Shellpoint have sent people on at least 3 occasions to the property. A property that my XXXX year old mother lives in. These individual were taking pictures of the home. My mother called me distraught that she was getting thrown out of her home.
I have tried my best to be reasonable with Shellpoint mortgage and after almost 3 years I have given up.
I have attached the escrow account provided to me by Shellpoint showing the numerous occasions where I had to request return of late fees.
I would like to report Shellpoint for harassing myself and my mother for almost 3 years.
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| 03/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I own a high-end rental property in XXXX, CT. It rents for almost {$5000.00} a month. I had a tenant who lived in this home for 14 years. Unfortunately, this tenant lost his job in XXXX and did not pay for over a year and I ultimately had to evict him. I got behind on my mortgage payments because of this and ShellPoint Mortgage Company threatened me with foreclosure.
However, in XX/XX/XXXX, ShellPoint Mortgage offered me a formal Repayment Plan. Per the terms of the plan, I needed to pay {$25000.00} down and then pay {$6000.00} per month. There was no explanation of how the amounts were determined. The Repayment Plan included an option to appeal. Furthermore, the Repayment Plan stated that I did not need to make the full payments until the appeal was resolved.
From my perspective, the payments seemed much higher than I had expected, based on the amount I owed ; so I submitted a formal appeal on XXXX XXXX. I received a response from ShellPoint on XX/XX/XXXX, that addressed the first two points of my appeal. However, the third point of my appeal was not addressed. On or around XX/XX/XXXX, I received a letter in the regular mail from ShellPoint stating that my matter was complex and asking for more time. On XX/XX/XXXX, I had not heard anything, so I sent an email reminding ShellPoint that item # 3 of my appeal had not been addressed, I did not get a response to my appeal during XXXX, so in XXXX I again sent an email to remind them that my appeal had never been answered. I also pointed out to ShellPoint that their team had made a mistake in calculating the payments of the Repayment Plan and the payments were overstated by over {$800.00} per month.
At this time, ShellPoint advised that I missed the cutoff for the original Repayment Plan because I did not make the payments in XX/XX/XXXX. They advised I would need to apply for a new Repayment Plan and would need to submit multiple documents to see if I could get approved. I reminded them that the original Repayment Plan included a right to appeal and that payments were not required until the appeal was settled. I advised them that it is unethical and perhaps illegal to refuse to honor the Repayment Plan. However, they refuse to honor their written word.
During the month of XXXX, I had emailed my ShellPoint contact to see if I could submit the regular payment while waiting for my appeal to be completed. I was told that any payment not for the full amount ( even though the amount was overstated ) would be returned to me.
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| 06/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021, I paid off my mortgage with old servicer XXXX XXXX XXXX.
On XX/XX/2021, servicing of my mortgage was transferred from old servicer XXXX XXXX XXXX to new servicer NewRez LLC, even though my mortgage was already paid off.
On XX/XX/2021, NewRez emailed me saying I had not paid my mortgage. I called NewRez and explained to the NewRez representative that I paid off the mortgage with old servicer The XXXX XXXX before the mortgage was transferred to NewRez. The NewRez representative asked me to fax NewRez at XXXX with documents showing the mortgage was paid off with old servicer The XXXX XXXX.
I sent a fax to NewRez at XXXX on XX/XX/2021, with a printout from XXXX XXXX XXXX showing mortgage payoff on XX/XX/2021, and with an escrow refund check from XXXX XXXX XXXX dated XX/XX/2021.
I sent a fax to NewRez at XXXX on XX/XX/2021, with a letter from XXXX XXXX XXXX showing satisfaction and full reconveyance of the Deed of Trust.
On XX/XX/2021, NewRez called me saying I had not paid my mortgage. I explained to the NewRez representative that I called on XX/XX/2021, and sent faxes on XX/XX/XXXX and XX/XX/XXXX, showing that I paid off the mortgage with old servicer XXXX XXXX XXXX before the mortgage was transferred to NewRez. The NewRez representative verified in NewRez 's system that I had called on XX/XX/2021, but told me that the previous NewRez representative had given me an incorrect fax number XXXX. The NewRez representative told me that the correct fax number is XXXX, and asked me to fax the documents showing the mortgage was paid off with old servicer XXXX XXXX XXXX.
I sent 2 faxes to NewRez at XXXX on XX/XX/2021, with a printout from XXXX XXXX XXXX showing mortgage payoff on XX/XX/2021, with an escrow refund check from The Money Source dated XX/XX/2021, and with a letter from The Money Source showing satisfaction and full reconveyance of the Deed of Trust.
On XX/XX/2021, NewRez emailed me thanking me for contacting NewRez, saying I had not paid my mortgage, and asking me to fax documents showing the mortgage was paid.
On XX/XX/2021, NewRez mailed me a letter saying NewRez would report nonpayment of my mortgage to credit agencies starting XX/XX/2021.
As servicing was transferred to NewRez on XX/XX/2021, and NewRez began negative reporting of my mortgage to credit agencies starting XX/XX/2021, NewRez is in violation of servicing transfer regulations which prohibit negative reporting to credit agencies within 60 days of the mortgage transfer.
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| 10/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear CFPB, I continued to have issues with my mortgage servicer not apply payments made to my balance in a timely and appropriate manner.
On XX/XX/XXXX I made a payment on my mortgage. My servicer, NewRez/Shellpoint/XXXX etc says the payment was returned due to insufficient funds about ten days later. They notified me on XX/XX/XXXX that the payment was returned. I immediately contacted them with evidence that the payment was made on time : a receipt showing a successful bill pay confirmation and a redacted statement showing the balance taken out.
On XX/XX/XXXX I was contacted by Shellpoint who said that the payment was returned due to insufficient funds. I explained that there were sufficient funds in the account and that there was no subsequent redeposit of the ACH. We contacted XXXX immediately and I authorized them to confirm these facts, which they did with the agent. The agent confirmed these facts and said she would research it.
On XX/XX/XXXX no one had contacted me so I asked about the status of my complaint. The agent said I needed to submit confirmation that the balance was available and had not been redeposited. I submitted a full, unredacted statement to this effect despite my concerns about privacy and despite it being redundant with what the bank representative confirmed on the phone a week prior.
The bank confirmed that there were sufficient funds and there was no returned ACH. This is in direct contradiction to the claim made by NewRez that the ACH was returned due to insufficient funds. We both can not be right. I am right, there was more than 50x the balance due in that account at the time of the transaction. The ACH was never returned to my account. This was confirmed by the bank directly with the agent and via direct documentation. NewRez contends that they asked for this documentary evidence prior to today but I was assured on the phone that submitting a redacted statement would be sufficient early in XX/XX/XXXX, was not asked for it in subsequent phone calls, and only asked for it today ( XX/XX/XXXX ).
This is not the first time NewRez has failed to apply funds in a timely manner and charged me fees. This is the first time it has taken a half dozen phone calls and more than a month without a resolution.
I have been more than responsive to their request for information and been assured at every step that the information I had provided was sufficient. They take weeks to respond only to request information that has already been provided.
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| 06/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX Shellpoint Mortgage Services LLC ( New Rez ) Received and cashed my mortgage payment check # XXXX for {$1500.00}. My bank provided to me front and back copies of the cancelled check. On my end everything was paid on time as per our mortgage agreement.
Shellpoint Mortgage Services LLC ( New Rez ) did not apply my payment to my loan account.
On XX/XX/2020 I received my mortgage bill in the mail, it did not show the XXXX payment, so I immediately called Shellpoint and confirmed with my bank that the check I had written had cleared - the check was presented to my bank un-altered and cleared my bank without any incident. Shellpoint told me that I would need to provide to them proof of my payment to include front and back copies of my check and bank statement showing the check had been paid and cleared to a " XXXX ''. I immediately provided this information in complete form.
On Monday, XX/XX/2020 we received notices from New Rez that we were in default. My husband who is also on the Mortgage called them to see where we were in resolving their error on our account. We were both on this call, and we were told that they had received the information requested and if we could please be patient and just ignore the system notices we were receiving. We were asked to pay the XXXX payment over the phone and included a {$15.00} fee that they were not allowed to wave. We set up automatic payments for the next 6 months even though we had always paid them by mail.
On XX/XX/2020 I received another notice about foreclosure with a single point of contact listed as a XXXX XXXX - XXXX. I immediately forwarded to her all the information and documentation I had sent and was told was attached and received by them.
I am sick about this - I have done NOTHING wrong. I have paid every single bill coming to me, never have I ever in 20 years of having a mortgage ever experienced something like this. They have my money and refuse to address an error that is appearing to be larger than just my issue.
I have showed this information to others in the banking industry and they are shocked that they have not corrected the issue on there side of things yet.
I also received a notice from Insurance company that they had not paid the premium held in our escrow account. However I have discovered they did pay the County Taxes in the same escrow account.
Please help me get someone there to immediately correct this issue as I believe a timely acknowledgement and response is warranted.
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| 04/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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I had a loan that was being serviced by XXXX XXXX. In XX/XX/XXXX they paid XXXX XXXX out of my escrow account {$4400.00}. I secured a new policy with XXXX XXXX in XX/XX/XXXX for {$3700.00}. Since XXXX had paid XXXX, I paid XXXX XXXX Directly and cancelled the XXXX policy who sent the refund to me. I kept the refund from XXXX because I paid XXXX XXXX and knew that it would all balance in the end. XXXX was listed as the Mortgage company on the XXXX XXXX Policy so I assumed that XXXX XXXX sent XXXX a copy. When the XXXX XXXX policy renewed XX/XX/XXXX XXXX XXXX was paid again by drafting my Checking account.
But XXXX placed force coverage with XXXX XXXX XXXX XXXX from XX/XX/XXXX until they sent the request for the coverage to be cancelled XX/XX/XXXX. We became aware of this when I received a letter from Shellpoint that they have placed force coverage on my home. I called Shellpoint and asked why did not XXXX send over the XXXX XXXX policy when the loan was transferred. They said they did not know but if I have insurance, they will remove the forced place insurance when I send the proof. Which I did XX/XX/XXXX. Then I asked my wife do we have any mail from XXXX she handed me the letters from XXXX requesting the cancellation of lender-placed insurance to XXXX XXXX XXXX. I tried to call XXXX and got a message that said that they are no-longer accepting phone calls since they have sold all their assets. I then called XXXX XXXX XXXX XXXX and after speaking with them I forward all the proof of home coverage to them. They said that they would resend the coverage and send they refund to XXXX. I asked why you would do that ; if they are closed and transferred my loan to Shellpoint Mortgage. They basically said that who placed the insurance and that is who the refund would go to. I called Shellpoint again about this and was told that I had to take it up with XXXX. I tried to explain to them that the letter said they would be able to answer all my questions after XX/XX/XXXX. I have attached a copy of that letter for your records. I am concerned because we are talking about {$3300.00} refund that should go back to my escrow account since it was paid out of my escrow account. I have attached a copy of the last statement from XXXX that shows the escrow account was for taxes and insurance and that they were paying the lender-place coverage each month in the amount of {$330.00}. ( I am attaching a copy of the XX/XX/XXXX statement ). I believe that someone needs to make me whole again.
|
| 12/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Multiple issues : 1. First of all, this is a commercial loan, held under my XXXX. The mortgage servicing company, Shellpoint Mortgage, notified me in a letter that they do not report commercial loans on personal credit reports, yet this still remains on my personal credit.
2. Secondly, I have entered into a forbearance program on this loan in XXXX of XXXX due to inability to pay mortgage because of the pandemic. I was told over the phone that I would be on forbearance for 3 months, with the option to extend another 3 months and possibly beyond, once the XXXX 3 months is up. After the first 3 months, in the month of XXXX, I spoke to another representative on the phone, whom asked if I need to extend the forbearance, to which I told her yes, because I am still suffering financially due to the pandemic. I had sent all of the requested information for the extension of the forbearance, and was passed around to multiple representatives. On one phone call in XXXX, a representative told me that I must pay my bill because my forbearance was over in XXXX. I told her that I was in the process of extending the forbearance, and she told me, for the first time ever, that my lender was not extending forbearances for any of their customers, and that I am considered delinquent for the past 3 months. I told her this is the first time I was told that, and she apologized for not having communicated that with me. Now my credit report is showing that I am delinquent for the months of XXXX, XXXX, and XXXX, when I was supposed to have been in forbearance. I have all recording of every single one of my calls with Shellpoint, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX. I also have all the email correspondences since the end of XXXX where I have submitted all of the requested info to extend my forbearance. They told me they were not offering forbearance extensions in XXXX, AFTER the fact that they have been reporting my account as delinquent, while having me believe that they are working on my forbearance extensions.
3. Lastly, a representative of Shellpoint had been corresponding with me via email and had made discriminatory remarks regarding my XXXX sounding name. My perception is that she is treating me differently due to discrimination, by falsely telling me that all of the other reps that told me they do not report on commercial loans are incorrect, and that she is the only correct representative of Shellpoint regarding the matter.
|
| 04/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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I requested help with Shellpoint mortgage 2 years ago. After they would not give me credit for {$13000.00} that was not applied when they purchased my loan from XXXX in XX/XX/XXXX. I was first told by XXXX XXXX to stop paying my mortgage until they applied my monies from the transfer fund. I now know that should not have happened, but she works for Shellpoint, so she should never had said that to me.i have had 3 modification offers but in each on the {$13000.00}. was never added to the modifications.
In XX/XX/XXXX, I was given a trial modification, after Shellpoint put my house up for foreclosure, until I wrote a letter and spoke with XXXX XXXX who was later fired from the company. Put me in the trial modification from XX/XX/XXXX to XX/XX/XXXX. Every-time I made a payment the customer service representative would say I don't have to pay. But I paid anyway. Once I was complete I was told that I would be given a modification that was correct. I was called by XXXX stating that I owed another payment in XX/XX/XXXX and the modification was sent again in XX/XX/XXXX incorrect. Payments still being applied in XX/XX/XXXX..
In XX/XX/XXXX I was ask to send in my bank statements and income to start a modification again. I sent in my end of the year pay check, {$53000.00}. I was told that I did not make enough. I was told by XXXX that I only make {$2100.00} a month and that was not enough for a modification. The underwriter calculation was off, so I fax, mailed and XXXX XXXX my income.
I was called in XX/XX/XXXX, to have a inside appraisal done, it was complete and posted on my ledger XX/XX/XXXX. I called XX/XX/XXXX and was told that I was approved for the modification and the underwriter was waiting on approval from the owner of the loan. XXXX XXXX. XX/XX/XXXX, i received a letter that stated XXXX XXXX disapproved the workout, and would not approve the modification.That I can sell my home or give it back to the Owner.
My home appraisal was {$260000.00} and could be sold for {$250000.00} in 30 days. Shellpoint says I owed {$220000.00} and that i am in the arrears of {$29000.00}. Because I am not upside down on my loan and there is equity in my home the owner and Shellpoint is denying and have drag out for years and months a lot of simple mistakes and causing me to be further behind on my loan to take my home. I have emailed the CFO XXXX XXXX XXXX and asked for help. No response. Please look in to this situation for me and give me some advice on my next step. Thank you.
|
| 06/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My wife XXXX XXXX has a Mortgage being serviced by Shellpoint Mortgage Service ( Acct. # XXXX ) for XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX, my name is XXXX XXXX. The mortgage was originally handled by XXXX XXXX XXXX who transferred it to XXXX XXXX XXXX at the end of XX/XX/XXXX. We requested a Modification with XXXX but before they started they transferred it to Shellpoint. We then asked for a Modification with Shellpoint. We were being helped by the XXXX XXXX XXXX XXXX XXXX County to make sure everything was done right. Shellpoint told XXXX XXXX that we would have to be 1-2 months behind on mortgage payments ( 3 could cause foreclosure ) since we were never late once in the over 10 years of the Mortgage. Shellpoint dragged it on through multiple appraisals, redo of paperwork etc before finally deciding that since there was equity in the house there would be no modification. Shellpoint knew this from day 1 with the first appraisal but dragged it on. I recently asked the XXXX XXXX about the missed payments we were told to do but they said that companies due it verbally only. I e-mailed Shellpoint requesting to remove the late charges that accrued since we only did what they said. They replied NO including an e-mail ( 2nd request ) sent to their Mitigation Dept. on XX/XX/XXXX. Also, in XX/XX/XXXX we experienced Hurricane Irma. I called Shellpoint and was advised that you could miss 1-3 payments and that it would be added to the end of the loan. I advised Shellpoint that 1 month was enough. Again, more late charges. When asked about that I was told they had changed it but never told me. So, right now I pay 1 month behind but pay every month ( only missed 1 after Irma ). More late charges and more refusal to help even though again we followed what Shellpoint said to do. I would like help with the late charges and continue to make our monthly payment ( {$1600.00} was {$1200.00} but it was a 10 year no interest Mortgage that increased when Shellpoint received it ) with no further problems. Shellpoint told me we need to pay the 1 payment thats behind and again the late charges stay and apply each month. We are on Social Security and if we could do that we wouldnt have asked for a Modification. Again, both times we followed Shellpoints instructions only to be rejected and penalized. Thank You XXXX XXXX ( husband of XXXX XXXX, Shellpoint has permission to deal with me since my wife is XX/XX/XXXX XXXX ). I can be reached at ( XXXX ) XXXX or e-mail XXXX.
|
| 09/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Trying to communicate with the company to fix an issue with the loan closing
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Web |
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The home that was left to me by my late grandfather is in foreclosure. I have stressed how to get the house out of foreclosure after the XXXX disaster. I have no other option at this time but to sell the property. I have requested a payoff letter b/c I have a buyer. We are ready to close they sent me a payoff letter that did not reflect the Loss of draft surplus funds.
I requested a payoff letter on XX/XX/2023 it took a few days to get the payoff letter which didn't include the surplus funds in the amount of {$15000.00}. I asked if could there be another payoff sent with the correct numbers she never told me that I had to write a letter stating that I wished to have the funds applied to the payoff. They were being deceitful by leaving off that information knowing the property was being sold. why would you not provide the full overview of the account if a payoff implies there is going to be a sale or a settlement of the account? instead, she directed me to speak with loss draft I spoke to their supervisor on or around XX/XX/2023, and the supervisor then told me to send a letter to request to apply the loss draft funds to the account which I sent on XXXX XXXX XXXX XXXX XXXX XXXX No one is helping me resolve which seems like a easy task to show that there are addition funds that should be applied to the pay off letter.
ALL I AM TRYING TO DO IS OBTAIN A PAYOFF LETTER THAT SHOWS THE PAYOFF AMOUNT AFTER THE LOSS DRAFT FUNDS HAVE BEEN APPLIED.
AS OF TODAY SPEAKING WITH XXXX XXXX she tried to contact the departments and no one answered her. SO WE GOT NO WHERE. I don't know what to do anymore. after speaking with the loss draft dept. rep XXXX who says they are the depart that handles the payoff request has not received my letter and has no open report. after I became very frustrated I asked him to send me written instructions on how to resolve this process he refused to send it on paper via email it US mail. I told him I needed an outline of what to do because the direction over the phone had held me up for over a month and I had no resolution. I am afraid my buyer will walk away from the sale if they don't send me a payoff letter including the loss draft funds. Every department is sending me to another. None of them took the time to speak with one another directly. So each Time I call it is something new. I am frustrated and ready to give up. I already have anxiety and can't sleep at night because of this. This taking a toll on me XXXX and my health is at risk.
|
| 05/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XX/XX/XXXX, my escrow account was RE-evaluated. In that, the mortgage company added in an estimate for insurance they would be paying on my behalf, in violation of the closing documents. This caused my escrow payment to increase, as well as my mortgage payment. I called the first week of XXXX when I received the letter informing me of the increase, and was told ( on a recorded-by-them line ) that I was going to have to ask my insurance company for a refund because the mortgage company was absolutely going to buy insurance on my behalf. I then spoke to the insurance department who stated they had no record of me carrying insurance ( despite documentation of policies and coverage being included at closing ). I submitted copies of all policies to all 3 email addresses provided me, with no response. I called my insurance broker to inquire if they had been in contact with the mortgage company, and they provided a list of dates where the mortgage company had reached out and they had responded with documents. They also resubmitted all documents for all policies. I called the mortgage company again today, and the escrow department stated they showed no insurance coverage, so they transferred me to the insurance department who was confused because they see sufficient current coverage through 2024. So back to the Escrow department, where they can now see the coverage and the incorrect impounding for insurance coverage. The escrow department proceeds to tell me that everything we can do to correct this error for you has already been done, but for some reason it hasnt changed. There is a system issue causing a problem. The escrow department then suggested I log into the website and open a complaint on the contact us section, and upload any supporting documentation I have that would help them resolve the issue.
Meanwhile, I am being asked to *pay more into their accounts than I contractually have to* because of a system error that they can not resolve, with the only remedy available to me is to resubmit everything they already have in their possession and have determined is in order, so they can research this further.
To recap, they are demanding more money than they rightfully can per the closing documents ; they have investigated and determined that they are in the wrong, and they should not be doing this, per documentation in their possession ; the only remedy available is for *Me* to re-submit all supporting documentation of their error so it can be investigated.
|
| 10/09/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American |
|
I was notified by my previous mortgage loan servicing ( XXXX XXXX XXXX ), that my mortgage was sold to another loan servicing company.
After a few months I did not receive any notification from my new loan service company. I wrote XXXX XXXX XXXX and they told me in an email that XXXX XXXX is my new loan service company and to pay them the XXXX mortgage, which I did as instructed. Shellpoint has that email from XXXXXXXX XXXX XXXX
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Community loan payment instructions Attn : Payment Processing - XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX XXXX Pay To : XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX Pay To : XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX Payment Clearing Bank Name XXXX XXXX XXXX, XXXX.
XXXX XXXX XXXX XXXX Account Number XXXXXXXX XXXX XXXX XXXX Special Instructions Please ensure that an e-mail with wire backup details is sent to XXXX for every wire sent to above post-transfer payment account.
-- -- -- -- -- - I later found out that Shellpoint now claimed to be my loan service company. They said they sent me a welcome letter. I told Shellpoint I never received their letter but I did receive notification from my previous loan service company that my loan service company is XXXX XXXX NOT SHELLPOINT. I trusted that Shellpoint would straighten this matter out. I showed Shellpoint I paid XXXX XXXX XXXX payment as instructed by XXXXXXXX XXXX XXXX. Shell point took more than 2 months to verify that I did pay and had my XXXX mortgage payment sent to Shellpoint. Shellpoint notified my credit reporting bureaus that I was late. The result my credit scores on all three credit bureaus ' dropped more than XXXX XXXX This action by Shellpoint ruined my credit.
I still do not have an official notice from Shellpoint they are my new loan service company I only have their monthly statements which show that I have paid on time.
I sent them Shellpoint XXXX XXXX XXXX notification that to pay ONLY XXXX XXXX and the cancelled check showing that I did pay XXXX XXXX.
I called Shellpoint and they said I could not talk to anyone on the phone at their loan servicing department. I would have to send them an email plus send all reports from credit reporting agencies.
Shellpoint has no interest in resolving this matter and wants me to me go away and suffer with a bad credit report. My credit was at around XXXX then dropped to XXXX after Shellpoint erroneously notified all credit agencies of my late XXXX payment.
|
| 12/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
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Web |
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My mortgager, Newrez is currently cheating me on my mortgage by doubling my homeowners insurance. They recently inherited the mortgage from XXXX ( who originally errored by purchasing homeowners insurance when I already had it ) but so far either dont understand or refuse to make the corrections even though they acknowledge that I do have my own insurance. I tried to get the additional insurance removed by having my insurance company send proof time after time when first learned of the additional insurance notice but the mortgager at the time, XXXX, for some reason didnt take notice and now it is with the new mortgager, Newrez , who it appears is following in their footsteps. I have written numerous times trying to explain to them their own documents but again nothing ( please see statement in quotes below and attached document containing statement referenced-supporting documents ) : To Whom This May Concern : Again, I am asking you to remove the {$2300.00} from my mortgage payment as this is a result of the previous mortgager, Loan Care, erroneously soliciting and ultimately purchasing homeowners insurance for me when I already had my own insurance. You are charging me twice for insurance and there is a history of me trying to get this rectified with email notifications ( see Attachment 1, letter dated XXXX XX/XX/XXXX and please excuse language ) in addition to my insurance company providing whatever documents that required to show proof.
I am spending and have wasted a lot of time trying to get this straightened out. It is my hope and desire that you stop referring to this as an Escrow Shortage thats due to taxes and realize instead that it is due to this additional {$2300.00} insurance cost wrongfully imposed on me by XXXX XXXX thats clearly spelled out in the Annual Escrow Account Disclosure Statement printed on your letterhead ( see Attachment 2 ) the actual property taxes will total {$2600.00} and will be due at the end of the year. Moreover, as part of an explanation : Monthly mortgage for XXXX and XXXX - $ XXXX Erroneous Additional Hazardous Insurance Charge from Loan Care XXXX XXXX XXXX or $ XXXX New erroneous monthly mortgage for XXXX going forward - {$1200.00} + {$190.00} = {$1400.00} Note : As with the previous mortgager, it is my desire and intention to eliminate the escrow account thus I am requesting to pay the insurance and taxes myself.
Some reference to your response of my original message by : XXXX XX/XX/2023, XXXXXXXX XXXX Thanks,
|
| 10/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Shellpoint Mortgage XXXX XXXX XXXX XXXX, TX XXXX Re : Request to Review Basis for Denial of Loan Modification Account Number : # XXXX Subject Property : XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX Owner : XXXXXXXX XXXX XXXX Dear CFPB : I am writing to you because I am trying to seek a loan modification, and I believe that the loan servicer ( Shellpoint ), is refusing to follow the guidelines pursuant to XXXX. I am asking the CFPB to please conduct a review of my account to determine if my suspicions are correct.
I have owned the subject property since XXXX.
Although Shellpoint is my loan servicer, I am unaware of the present lender, which is allegedly a governmental organization. I have tried to obtain a loan modification through their loss mitigation program. I have not been advised of the status of my loan modification/RMA packet aside from a denial based on ( 1 ) lack of documents ; BUT ; ( 2 ) I was informed in writing and telephonically that my application was complete. ) This can not be reconciled.
Therefore, because Shellpoint has been the designated loan servicer, I am asking that you look into the following issues : Did the servicer give me a fair opportunity to be evaluated under XXXX ( and all relevant laws ), because my application was denied for lack of documents despite Shellpoint previously acknowledging that my loan modification/RMA packet ( packet ) was complete?
There was a sale that took place on XXXX XXXX, is Shellpoint intentionally declining to review my subsequent packet?
For what reason ( s ) am I ineligible for co-signer release? And, if I am not truly eligible, can you help me understand the reasons why I would be deemed ineligible?
In order to determine if I am eligibleand because I would like to receive the documents requested per a qualified written request ( QWR ) I had sent to Shellpoint. The timeline to provide me documentation per the QWR has passed. Can you assist me in requesting the loan servicer to provide me ALL of the requested documents I am legally entitle to?
At present, there is no sale date on my subject property. From my review of the laws under XXXX, I understand that your office has the authority to investigate these types of matters and I am requesting the CFPB to assist me.
Thank you, and if you have any questions other concerns, please do not hesitate to contact me at the address set forth above.
Sincerely, XXXX XXXX XXXX
|
| 08/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
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I was approved for a loan modification by Shellpoint Mortgage Servicing and XXXX XXXX XXXX XXXX in XXXX of XXXXMy first payment was due XX/XX/.
The only statement I received was in XXXX. It said that if I paid an escrow shortage of {$110.00}, my monthly mortgage payment would be XXXX XXXXXXXX. This is very close to what my original payments was before COVID and the problems after it, so we naturally figured that would be our payment going forward. Especially since a Shellpoint representative had told me that although the 3 month trial payments were higher, the permanent payments were always about the same as before.
I paid the escrow shortage and made a payment for XXXX in the amount of {$2400.00}. I enclosed a copy of the statement, and marked the checks appropriately. Shellpoint cashed both checks. I received no communication- statements or otherwise, so I continued to make monthly payments in the same amount, all marked appropriately. I included a copy of my statement with each. Each check was cashed. I received absolutely no correspondence from either Shellpoint or XXXX until a Letter of Intent to Foreclose. Even after that, I continued to make my payments, and they continued to cash them right through XXXX.I have requested a copy of all correspondence from XXXX, but have not received it. I was never furnished a statement, or any notice of being behind on payments, or that they were going to report me late and/or delinquent to credit agencies.
The line item amounts shown on the letter of intent to foreclose make no sense.
In XXXX I received a letter from a reporting agency saying that my credit had improved because of my timely payments in full to Shellpoint. I thought that was wonderful, and that everything was fine. A month later I went to buy a car, and discovered that Shellpoint was marking me as delinquent. They even marked me delinquent while I was paying my trial payments last XXXX. They are now showing me as 5 months late!
I never received any notice that they were marking and reporting me as late. They have effectively ruined my credit, and never told my why.This has had a profound effect on my life- and now I can not even refinance with another company.
I have copies of each monthly cashed payment, as well as the statement I enclosed with the payment. I also have a credit report showing what they have done.
I did not attach these items because of sensitive account numbers, ssn, etc., but will gladly provide everything if requested.
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| 05/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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My Loan was sold to Shellpoint Mortgage around XXXX of XXXX. Since that time I have been unable to access my online account after multiple attempts over the past several months dealing with there Costumer Service. The fact that I am an Essential Employee working 12+hrs per day ( Out of State ) in an industry that is vital to Our Health and Environment, it is often hard for me to spend the necessary time Shellpoint requires with hold times, misinformation and unknowledgeable customer service at times. Their customer service has been little to no help with any major or minor issues, and no access to escalate a call or issue to be expedited. Your only options are to send emails to departments and wait for a response that seems to never come. Ive been relying on the pay by phone service to make all of my payments with Shellpoint mortgage. On XX/XX/XXXX and XX/XX/XXXX of XXXX when I called to make a payment the automated system showed a XXXX balance. I discounted this as I must have already paid my balance earlier in the month with the payment that was made in the middle of XXXX. I thought nothing of it until I called in XXXX to make my next payment and it showed two payments due. I immediately paid both and called customer service the following day. On XX/XX/XXXX a the representative I spoke with told me that everything was fine and nothing was going to be reported to my credit. On XX/XX/XXXX I received a notification that Shellpoint had reported the missed payment to the credit bureaus. On XX/XX/XXXX I contacted Shellpoint who said I can only email the loan servicing department at Shellpoint with my dispute, and wait for a response from them on the matter. I have yet to receive anything other than a confirmation they received my email that says Do Not Reply. I have contacted costumer service twice in the last two weeks to try and resolve my Online Account issues again. They submitted my issues to there IT department, and stated that there is an issue with my account that IT needs to debug. I still have not been contacted for that issue. My bank, as of XX/XX/XXXX, stated that Shellpoint has not even updated my payment status with the credit bureaus since XX/XX/XXXX. I called and spoke with a representative who said she was sending a request to have that looked into also. This company has falsified information on numerous occasions, and will not correct/update my credit report. This has been my worst experience with a mortgage company in the past 14 years.
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| 04/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had automatic payments set up to pay my mortgage monthly. On XX/XX/2020, I submitted documentation ( as requested by NewRez Shellpoint located in PA ) to have my monthly payments be switched to biweekly payments. Despite filling out all paperwork correctly, and following exactly what I was told to do, some type of human error was made and my account number was incorrectly listed.
Because of this mistake on their end, I have now been late on four payments and have been charged four NSF fees. I have been in contact with this company repeatedly during the month of XXXX. I have made 10 phone calls and have 4-5 email conversations with them. Each time, they say the issue has been resolved, and within the next 2 weeks, another NSF fee is charged because an attempt is made to pull money from the wrong account.
Payments from the wrong account were attempted on : XX/XX/2020, XX/XX/2020, XX/XX/2020 and XX/XX/2020. Four NSF fees were charged accordingly with each one of these attempts.
On XX/XX/2020, I requested to be removed from automatic payments, because I would prefer to handle the situation on my own if the company can not. During a pressing time in our nation with the COVID outbreak, I am trying to make payments and not hurt my credit score. NewRez Shellpoint, however, seems uninterested in fixing the issue and actually receiving a proper payment from me so that they can continue to charge NSF fees. Despite my verbal and written requests to be removed from automatic payments on XX/XX/2020, an attempt was still made to pull money from an account that is listed incorrectly on XX/XX/2020 and fee was charged.
Every time I call them, I am told that the issue has been taken care of. Then, within ten days, the same issue arises. This should not be an a problem that is taking over 50 days to resolve. Every single person I speak to is incredibly rude, despite admitting that I am not at fault here. I have been promised eight times that a supervisor would call me back, but have never received any phone calls. I have never experienced such poor customer service from a company that should be serving its clients.
This feels like a purposeful attempt to prevent me from paying off my mortgage in a timely manner. All emails that have been sent have to be sent through their online portal, so I am unable to have those access to those documents myself. The emails are usually referenced by the specialist on the phone with me, so I know they are receiving them.
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| 11/19/2018 |
Yes |
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- Trouble during payment process
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Web |
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I closed on my home XX/XX/XXXX. I have never missed or been late on a payment. My property tax and insurance was not calculated properly resulting in a shortage in escrow. My payments increased which I can not afford at the moment. I have been trying to get caught up on expenses since the purchase. I am making progress however I need more time. I was making payments to XXXX since XX/XX/XXXX. When they notified me of the increase, they have me the option of spreading the escrow over 24 months ( see attached ). I have been doing that since to get caught up. They sold their accounts to another company, XXXX XXXX XXXX. I started making payments to XXXX XXXX XXXX XX/XX/XXXX. I informed them immediately that I was paying escrow spread out by 24 months and that it needed to remain that way as I had it set up with XXXX. They told me it would not be a problem and that I would see it on my next statement. I never received a response and when I called them 3 days ago to follow up, they told me I was denied it to be spread out over 24 months because it fell within a certain % threshold. I have never heard of anything like that. XXXX always asked me how much I could spread it. XXXX even offered to spread it out further than 24 months if I needed it. Please help as I can not afford this increase in payments. I take protecting my credit seriously as I do not want to fall behind in payments. This can not be fair and I should not be forced to stay with this company under their new rules if they are not making the same accommodations as XXXX. I did not make a decision to do business with them, my account was transferred and should have remained with the current escrow spread-out setup. I was paying {$1300.00} with XXXX. With XXXX XXXX, I am paying {$1400.00} because they will not allow it to be spread out more than 12 months which I believe violates my consumer rights. Lastly, they are saying I owe a late fee on my account, however I do not owe them any late fees. Even though they said not to worry about it, it still appears on my statement every month. The payment system does not say I have a late fee when making the payment, however online, it does. This needs to be removed because when I print my statements for personal needs, it will show I have a late fee. Overall, this company is very unorganized and does not resolve customer issues the way they should. The process for this transfer was not seamless and has caused many problems at the cost of the consumer.
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| 10/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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Our mortgage company, XXXX, went bankrupt in XX/XX/2019. Through XXXX and all antecedent mortgage companies, we always had Auto-Draft of payments, and we have therefore never missed a payment in the 18 years we have lived here, our first home.
On XX/XX/2019, we received a letter from NewRez/Shellpoint, welcoming us to their family beginning XX/XX/2019, and assuring us that, and I quote, " Your Auto-Draft payments will continue. Our records show that you have been paying your mortgage by Auto-Draft. Good news : your Auto-Draft arrangements will carry over when your loan transfers to us. Your payments to us will be deducted from your account on the date and in the amount you arranged with your previous servicer. No action is required on your part. '' This document has been provided to our banking institution.
Were we wrong to believe the documentation from the company? When we spoke with them over the past weeks after we received the dunning notice for late payment, they freely admitted that this was their error. We provided our routing information the last week of XXXX in a conversation with one of their representatives on a recorded line, and yet the XXXX payment was STILL not Auto-Drafted. And we were assured that this would not impact our credit. And yet, it has. A second call to a different agent to verify that the XXXX payment had gone through netted us the data that their agents are UNABLE to take bank routing over the phone and we would need to send them a voided check!
I don't doubt that NewRez/Shellpoint has or will have thousands of these complaints as others in our situation realize that they, like us, are innocent victims of negligence on the part of this company.
We resolved the overdue payment issue last week ( at least, we HOPE AND PRAY that it is resolved ), and still this credit issue is keeping us from a car loan that we certainly have the resources to repay. It is unfair that we are being punished for this, and in fact, I think that NewRez/Shellpoint should have to reimburse us, and all the others impacted, for the time, expense, and embarrassment of being repeatedly denied financial services that we have every reason and right to expect.
You may believe that at least for the next three to six months, we will be verifying with our banking institution that the mortgage has been Auto-Drafted on time. As our past President Ronald Reagan said, " Trust, but verify ''.
Thank you for your prompt attention in this matter.
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| 12/19/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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On XX/XX/2019, I called to initiate a 3 month repayment plan that included the XXXX payment, that would be added into the XXXX, XXXX, and XXXX payment. I spoke with multiple reps and Supervisor 's over the course of a couple weeks to get clarification and adjust payment dates. Each time I spoke with a rep. I asked about negative remarks on my credit reports, and they all stated that their would be no remarks left on my credit report if the instructions of the repayment plan were completed correctly and timely. A complaint was sent to CFPB about the aforementioned issue because I was reported incorrectly for XXXX. The company responded and stated in the attached document, that they did in fact report XXXX to the credit bureaus in error, but found that they did report correctly for XXXX. Attached you will find the response from the mortgage company. My complaint is that the XXXX negative remark is a error as well. The repayment plan was cancelled and restarted, and was to include the XXXX payment, which according to the repayment plan, the XXXX payment had to be received by XX/XX/XXXX to avoid negative reporting. A payment was made on XX/XX/2019 for {$2000.00} which was the initial down payment and the requirement needed to avoid negative reporting for XXXX. This was all advised by the Supervisor I spoke with on XX/XX/2019. She stated that if I made the down payment and returned the documents, negative remarks will not be made. I clarified 3 times before ending the call. The original repayment plan was altered but still included XXXX. The Repayment Plan document states " As of XX/XX/2019 the total past due amount is {$4000.00}. This amount includes all past due payments of interest, principal, and escrow .... Your past due amount is now part of your new total monthly payment amount listed in the repayment plan terms section below. '' It states later on the document ; " The initial payment of {$2000.00} must be received in our office on or before XX/XX/2019. '' Therefore, I should have been protected from any negative reporting for XXXX and XXXX because the repayment plan terms clearly outline that all past due amounts are included and it also includes the down payment date and amount which received on XX/XX/2019. This has now happened 4 times, and twice the company has acknowledged they made a mistake, this complaint and a complaint from XX/XX/2019, which has been sent to CFPB separately, should be investigated and corrected on my credit reports.
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| 07/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2022, I XXXXXXXX an overnight packet containing two checks requiring co-endorsement that I received from XXXX XXXX XXXX XXXX for repairs to my home post Hurricane XXXX. Also contained therein was a contractors certificate of completion, as well as the claims adjusters repair estimate, as was requested by Newrezs loss draft department. This letter was received by the mortgage company on XX/XX/XXXX. As of today, XX/XX/XXXX, the funds are being withheld for absolutely no reason with another phony assurance that it will be another ten business days before the checks are sent back to me. And this, mind you, after I was cajoled into purchasing a XXXX overnight package for {$16.00} for speedy return of the aforementioned checks to pay the roofing contractor. This so-called mortgage company with its endless list of consumer complaints and shady business practices needs to be fined and shut down. I also have evidence of fraud in handling of the escrow account attached to my mortgage. Currently, a forensic accountant I hired is reviewing prior account statements.
The loss draft department has been negligent in answering the phone in a timely fashion. I base this observation on my inability to speak with anyone there after hanging on for 45 minutes or longer several times. A recording during the wait advises leaving a message, but this has proved futile because calls are never returned. Actually, TODAY WAS THE FIRST TIME my call was returned but by someone who claimed to be a mere call operator ( would not give her name ) and couldnt answer specific questions I had. Ten more days for management to review the checks, maybe. And this only after I called corporate headquarters in attempt to speak with someone in upper management.
My mortgage loan was sold to Newrez by XXXX perhaps 4 to 5 years ago. Given the long list of complaints against Newrez by employees, customers and former employees, it is most unlikely I would select such abysmally dishonest company to conduct business with.
Today, I called a Newrez/Shellpoint toll-free number and was instead greeted by an obnoxious salesperson with no interest in helping customers, only selling some kind of XXXX XXXX device completely free! Purchasing something as mundane as toilet paper ( use it once and throw it away ) from Newrez would be fraught with XXXX. Caveat emptor.
This company is without question another XXXX in the making. It desperately needs to be investigated. XXXX is too kind a word.
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| 06/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In an email trail that I have attached that began on XXXX XXXX, XXXX, I asked XXXX for a forbearance and mortgage modification. I been affected by XXXX and had not been able to return to work because I was diagnosed with an autoimmune XXXX and XXXX in XXXX of XXXX.
In my complaint filed on XX/XX/XXXX XXXX XXXX XXXX, I provided the completed mortgage assistance application and all the required documents. But, Shellpoint was refusing to acknowledge the completed application until I filed a complaint with CFPB.
Shellpoint provided what appears to have been a streamlined modification, which the payment was hirer than the income on the XXXX assistance application. I contacted Shellpoint and informed them that I could pay the {$1000.00} because of the American Rescue Plan as I had started to receive unemployment. But, I expressed concern that after unemployment ended, which is ending early here in Texas, I would have difficulty paying it. I am having a difficult time obtaining a job due to my ongoing medical condition.
I paid the first trial payment of {$1000.00} in XXXX of XXXX for XX/XX/XXXX.
Then, on the statement due in XXXX of XXXX, Shellpoint indicated that I was in a trial modification and stated the payment was {$990.00}.
On XX/XX/XXXX, I asked XXXX XXXX XXXX my Shellpoint designated representative ) if the {$990.00} was correct. I paid the {$990.00}.
On XX/XX/XXXX, XXXX XXXX said he would have to ask his supervisors and never did give me a response on the correct trial payment amount.
So, for the third and final trial payment in XXXX, I wrote a check # XXXX for the {$1000.00} plus and additional XXXX. XXXX to make up for the XXXX trial payment since XXXX never responded.
Now, Shellpoint is trying to act as if they did not receive the final payment and I have not completed a trial modification.
I have attached the statements which are incorrect. My escrow account is not negative {$3200.00}. Shellpoint overcharged me so much on my escrow account that even without me making all the payments in XXXX, the account had enough money to pay the taxes and insurance.
The amount of past due payments is incorrect because Shellpoint did not apply all my payments before the modification, is holding trial payments.
Plus, Shellpoint is charging unearned fees for Property inspection disbursement and late fees for partial payments and I was in a modification.
Plus, Shellpoint took {$270.00} that XXXX advanced to Ditech on my account.
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| 05/01/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have a mortgage through Newrez LLC which I obtained as a VA homeloan in XX/XX/XXXX. Newrez bought my mortgage from the previous servicer, XXXX XXXX XXXX, and started servicing my mortgage in XX/XX/XXXX. On XXXX XX/XX/XXXX, Newrez sent me a form letter, which I did not receive until XXXX XXXX, claiming they did not have a condominium policy on file and threatening to apply one to my account at my own expense. On XXXX XXXX, my condo property managers faxed the certificate of liability insurance ( CoLI ) for my condo building to the fax number provided on the form letter, which was for Newrezs Insurance Dept - PROCTOR LOAN PROTECTOR ; XXXX XXXX XXXX, XXXX XXXX, XXXX, MI XXXX ; Proctorlp.com. My condo property manager also provided me a copy of the XXXX, which I submitted myself to the online portal also listed in the form letter. I followed up with the Insurance Dept at Newrez the day after submitting the documents and told I needed to wait at least two additional business days before they were processed. On XXXX XXXX, I sent a message to Newrez using their websites contact us feature requesting confirmation that the XXXX had been processed. The only response I received was a generic letter saying additional information was being gathered about my inquiry. I called the Insurance Dept at Newrez on XXXX XXXX requesting confirmation that the XXXX had been processed. A proctor loan protector agent, XXXX XXXX, claimed that the XXXX had never been received. He provided an email address for me to submit the XXXX to, XXXX, and informed me a confirmation email would follow submittal. I submitted the CoLI to that email and I sent three follow up emails requesting confirmation to XXXX later that day on the XXXX, on the XXXX, and the XXXX, and received no responses. On XXXX XXXX, Newrez sent me another form letter threatening to add an insurance plan at my expense to my account. I received that letter on XXXX XXXX. On XXXX XXXX, I called Newrez Insurance Dept again and was told they never received the CoLI, this time by XXXX XXXX. XXXX provided the same email contact information as before, XXXX, and I submitted the XXXX again via email. XXXX told me I would receive a follow-up confirmation email within XXXX hours that the XXXX had been placed on my account. I never received that confirmation email despite sending reply requests for it to XXXX on XXXX XXXX. On XXXX XXXX I called the Newrez Insurance Dept again and was told the XXXX had been processed.
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| 06/12/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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On XX/XX/XXXX I purchased my loan with a home buyer program called XXXX XXXX. I was advised how this second lien works and what this meant by the title company and the notary. I signed all my closing documents that included the note and the forgiveness disclosure. I was told I will have a 2nd mortgage for 36months and after that it would be forgiven. All documents have the same loan number and Barcode at the bottom for recording/scanning. The document states that the second will be forgiven after 36months of on time payments. I have complied with making all payments on my first and second on time. I Initiated to start the process to have the second mortgaged released on XX/XX/XXXX. After 7 months of providing documents and having my emails avoided and generic replies the lender replies to a XXXX complain that says " The Forgiveness clause would have needed to have been written into the loan agreement rather than as a separate unrecorded document that was signed only by you ''. This loan was transferred from XXXX XXXX XXXX DBA XXXX XXXX. To XXXX XXXX XXXX XXXX. The lender who purchased the loan ( XXXX XXXX XXXX XXXX ) should be required to honor the contract according to the signed contract and the program being used for the second lien. All my documents were signed at the same time and sent to title for recording. What documents transfer or how they transfer to the new lender would be between the lenders and not the consumers job to make sure the new lender gets the recorded copy of the forgiveness document. As the consumer I am complying with my responsibilities. I have made all 36months payments on time. I have kept all records of this transaction. I have shared my on time payment history with both copies from the lenders and a copy of my credit report. I have the {$50.00} max funds needed for recording once this is prepared. If the lender needs a recorded copy they should reach out to the title company to confirm the closing package or the previous lender they bought the 2nd lien from to verify this was part of the recorded package. This company is avoiding the responsibility of releasing my lien according to the signed agreement because they do not like the format the previous lender used or how the program required this to be documented. This is not a valid reason to avoid honoring a signed contract. This is a formal complain against Shellpoing/Newrez and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 03/04/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American |
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My home loan was modified effective XXXX XXXX, XXXX while XXXX XXXX XXXX ( XXXX ) was servicing the loan. The new terms of the loan were : interest only payments at 5.25 % with a loan balance of {$280000.00}. There was no provision for escrow payments. The loan was transferred to Resurgent Mortgage on XXXX XXXX, XXXX and a few months later to Shellpoint Mortgage Servicing Company. When the loan was initially transferred to XXXX, the monthly payment amount was listed at {$2400.00}. I called and wrote to Resurgent to explain to them that their records from XXXX were incorrect. After nearly four months, Shellpoint replied and allegedly sent a loan history on XXXX XXXX, XXXX, but none was enclosed. My IRS form XXXX for year XXXX arrived in XXXX and the figures were obviously incorrect, showing approximately {$43000.00} paid in interest ( twelve payments of $ XXXX/month does not equate ). On XXXX XXXX, XXXX I wrote to Shellpoint -- via certified letter -- asking to correct XXXX and XXXX interest paid that was reported to IRS. XXXX did not reply. On XXXX XXXX, XXXX I sent another certified letter asking to correct the interest paid for XXXX and XXXX. During these times, I constantly called Shellpoint, only to leave messages that were not returned, by either letter or phone call. Finally, in XXXX, I actually was able to talk to XXXX at Shellpoint ; she said that I could not obtain any loan information because I was represented by an attorney and needed his permission. She advised that once I got " approval '' from my attorney, the loan documents would be dispatched. XXXX XXXX XXXX, XXXX. XXXX my attorney ) emailed XXXX on XXXX XXXX, XXXX stating that Shellpoint could provide any information I requested. I emailed/followed up on XXXX XXXX, XXXX with XXXX, again asking for this information. To date, I have not received a loan history. In the interim, Shellpoint shows my account with legal fees, late charges, miscellaneous fees, unapplied payments, etc. on their web site. There is no substantiation for such charges. I was told by XXXX that the official mailing address for payments was changing ; I requested this information via official letter, however, I have not received any notice as of this filing. Further, Shellpoint is not reporting my current loan status to the credit reporting. agencies. Recently, Shellpoint sent a revised IRS form XXXX for XXXX. Based on this revision, Shellpoint is clearly able to provide an accurate loan balance.
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| 12/28/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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please refer to complaint XXXX. due to technical problem I did not submit my comments to XXXX XXXX XXXX responded on my complaint XXXX and I feel that in order to come to a resolution I need show evidence.
FROMXXXX RESPONSED : XX/XX/XXXX and the loan was due at that time for your XX/XX/XXXX installment. We have confirmed that no payments were missed or received 30 days late in XXXX. FROM XXXX XXXX MY ORIGINAL ALLEGATION WAS AND CONTINUE TO BE THAT ( # 1 ) XXXX DETAIL PAYMENT HISTORY ) 1. ON XX/XX/XXXX REGULAR PAYMENT WAS POSTED {$1400.00} ON XX/XX/XXXX A INVESTOR REVERSAL ( - {$1400.00} ) back dated to XX/XX/XXXX ON XX/XX/XXXX {$1400.00} WAS POSTED AS A REGULAR PAYMENT satisfying the XX/XX/XXXX payment. this is just an example of how servicer have and continue to do what they please with my funds, XXXX have done lots of damage including is financial abuse.
RESPONSE FROM XXXX We have reviewed your concerns about payments you paid in XX/XX/XXXX basically XXXX stands for my loan been late. FROM XXXX XXXX XXXX XXXX XXXX DID NOT DISCLOSE on many occasions requesting clarifications on payment receipts ( prove on all attempts upon request ) including my complaint mention above.
PAYMENTS IN QUESTIONS!!
Bill payment went out regular mail to XXXX in the amount of {$1400.00} on XXXX XX/XX/XXXX went out regular mail refer to payment history regular payment posted same day XX/XX/XXXX impossible to be the same payment I believe this is the XX/XX/XXXX payment missing ( please find bank statement.in addition a partial payment f {$1200.00} to unapplied funds was posted.
Bill payment went out ( regular mail ) on XX/XX/XXXX in the amount of {$1500.00} XX/XX/XXXX another bill payment went out from my personal checking account in the amount of {$1600.00} for payment a not matching payment posted on my loan on XX/XX/XXXX for {$1600.00} please find attached fee history from XXXX stating that on the payment that posted on XX/XX/XXXX was a phone payment. leaving the XX/XX/XXXX {$1600.00} and XX/XX/XXXX {$1500.00} unposted to my loan.
I HAVE ALSO ATTACHED A COPY OF MY CREDIT REPORT YOU CAN SEE HOW NEGATIVE DID IMPACTED MY CREDIT FOR THE SERVISER MISTAKES AND LACK OF NOT DISCLOSING INFORMATION TO COME TO A RESULUTION.
for clarification XXXX responded that XXXX transfer my loan to XXXX please find attached loan documentation that states that I refinanced on XXXX/XXXX/XXXX with countrywide and later transfer to XXXX them to XXXX and now to Shellpoint.
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| 05/18/2017 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have been trying to modify my mortgage for six mont hs with Shellpoint Mortgage Servicing, everytime they tell me I ha ve all the documents submitted and it will go to underwriting it never happens, I would call back and they would say they need new or updated documents. It would take me to call them to get that answer. On X/XX/2017 I called and spoke to XXXX XXXX and she told me the documents I needed and I faxed them over. On X/XX/2017 I d id call again to see the status on the loan and they said they were procesing it. They did send out one lette r back on XXXX XXXX , 2017 stating the package was incomplete. On X/XX/2017 I did fax over the information that they had requested with a cover page stating to please call me immediately if any further documentation was needed. No call back, when I called in early XX/XX/XXXX they said I needed additional documentation, so on X/X/2017 I f axed over the items requested. No call back. Early XX/XX/XXXX I called to see the status and they said they needed additional documentation. On X/XX/2017 I fax ed over items requested. No call back. X/XX/2017 I s poke to XXXX XXXX and he told me i needed to send additional documents I did so on X/XX/2017 . N o call back. In early XX/XX/XXXX I finally was able to speak to the person in charge of my loan XXXX XXXX and he told me the information his representatives was telling me was not true, and began to tell me the documents he needed for it to go to underwriting. ( I have left numerous messages for XXXX XXXX and he never returned the call. ) O n X/X/2017 I s ent over all the information that XXXX XXXX requested with a cover letter stating to please call me if he needed any additional information, and left my cell number. No call back. On X/X/2017 I spo ke to a representative named and XXXX and she said I needed to send additional documentation which I did with a cover letter to XXXX and no call back. Every time I sent over the documentation that was requested I felt the package was complete and going to underwriting and when I would call to see the status, it always resulted in wanting additional documents.I have called and sent documents over other times in the past 5 months but did not document them. I have called and asked for XXXX XXXX supervisor and left messages but no return calls and never any letters from Shellpoint e xcept for the one i n XXXX , 2017
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| 10/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is a complaint being filed after the denial of an assumption of a loan in XXXX as the " successors in interest ''. After the death of my father the borrower ( Estate of XXXX XXXX ) and my mother who died several years later ( XXXX ) was also denied assumptions of the mortgage. I'm now requesting assumption but was denied by all mortgage servicers, including Shellpoint. I was unable to have communication because I was not the borrower, but they had death and deed - right of tenancy of survivorship documentation. The also stated I needed to probate the property. In Florida XXXX, my father 's attorney provided the proper tool ( RECORDED DEED ) to avoid probate, especially due to my mother 's declining illness.
All three servicers, XXXX, XXXX, and Shellpoint denied the opportunity for assumption of the loan as " successor in interest ''. It been over three years and I have not been able to be placed on the mortgage to receive loss mitigation opportunities to remain in the home even after two hurricane disasters -- Matthew and Irma. My RESPA and TILA have been violated. I have reached out to XXXX XXXX and have a case that is currently under review ( XXXX ) ; however, Shellpoint has a sale date for XX/XX/XXXX, that needs to be removed and forwarded in writing. I'm being dual tracked by all involved and forcing me to spend revenue on legal advise when it not necessary especially during the holiday season.
The numbers in regards to the payoff of the mortgage are questionable. Huge questions in regards to legal fees, late fees, PMI, and predatory lending to the elderly. I have asked for a overview of the loans, " mortgage notes '' by all mortgage holders from the inception of the XXXX mortgage in XXXX. My father was clear about succession of the property, the transferring of deed was recorded in XXXX, several years before his " DEATH ''. And the balloon mortgages with XXXX, XXXX, and Shellpoint needs auditing before assumption. While XXXX XXXX XXXX was the original attorney used to foreclose on the loan, there have been several law firms thrown at my fathers estate, and not one servicing agency was willing to communicate with me ; ultimately coming back to foreclose without speaking or meeting with me in court -- mediation, arbitration, etc. My due process as the successors in interest to the property has been violated and criminal. The XXXX XXXX XXXX changed its name after not so great reviews with their relationship with XXXX.
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| 11/11/2020 |
Yes |
- Debt collection
- I do not know
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Complaint about XXXX XXXX XXXX XXXX.
This complaint against new residential is a complaint about Mortgage back securities fraud.
XXXX XXXX XXXX XXXX is publicly traded on the XXXX XXXX XXXX XXXX under the ticker NRZ.
On XX/XX/XXXX I received a letter stating and ownership change. It stated ownership was transferred to an NRZ pass through XXXX XXXX c/o XXXX, and not in its individual capacity but solely as trustee of NRZ pass-through XXXX XXXX. It also states as of the date of this letter the transfer of ownership has not yet been publicly recorded.
( See exhibit B ) Notice of ownership change On XX/XX/XXXX there was a fraudulent assignment of mortgage with ( assigner ) XXXX XXXX XXXX XXXX America, as trustee for XXXX XXXX XXXX XXXX, mortgage asset back pass-through certificate series XXXX XXXX. ( Assignee ) XXXX not in its individual capacity, but solely as trustee of NRZ pass through XXXX XXXX. ( See Exhibit C ) Fraudulent unrecorded assignment.
In XX/XX/XXXX I received a letter dated XX/XX/XXXX from XXXX XXXX. I requested XXXX XXXX to send me recorded assignments of documents from the state of Hawaii. XXXX XXXX never sent any recorded documents but sent me a letter stating our records indicate that XXXX XXXX XXXX XXXX not in its individual capacity but solely as trustee of NRZ pass through trust X are the current owners of the loan. ( See exhibit D ) Letter Stating ownership Now in XXXX I received a letter dated XX/XX/XXXX from Shellpoint mortgage servicing responding to the consumer financial protection bureau complaint received on XX/XX/XXXX regarding the subject property. It stated XXXX XXXX XXXX XXXX, not in its individual capacity but solely as trustee of the XXXX XXXX XXXX loan trust XXXX XXXX is the current owner of the loan.
Shellpoint never sent me any recorded documents proving XXXX XXXX as owners of the note.
XXXX XXXX XXXX XXXX needs to explain to the consumer protection financial bureau how these mortgage back securities can be traded or sold without legal title ownership nor recorded assignment of mortgage to the stated entities that claim ownership.
It is a federal crime to transfer, create or sell mortgage back securities without a recorded assignment of mortgage to show ownership ( See exhibit A ) XXXX XXXX XXXX loan trust XXXX letter stating current ownership We are in the process of filing a complaint with the security and exchange commission for mortgage back securities fraud.
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| 04/18/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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Our loan officer, XXXX XXXX, lied to us on two occasions. The first occasion began when my wife and I asked for our rate to be locked at 3.75 %. She responded the next day by saying that our rate was locked as of that day and that we would be receiving a form to sign to that effect. We waited a week before emailing again to inquire about the form as we had not yet received it. She responded that day by saying that our rate was locked but at 3.875 %. She wrote in her email to us that she thought that " we had discussed this. '' Of course, that had not happened. We had no email notification and no phone contact with her. I will apologize and withdraw this complaint if XXXX can provide so much as a phone record stating that she spoke with my wife or I during the week since stating that our rate was locked while referencing a document listing 3.75 as our rate.
I contacted XXXX 's supervisor to have him correct her behavior. He did. However. No apology was given. And while we requested a new loan officer on account of XXXX 's behavior, our request was not granted. In fact, XXXX then called and left a rude and unprofessional phone message.
On the second occasion that XXXX lied, our realtor was reviewing disclosures a week prior to closing and noticed that some closing costs were being billed to us. Our realtor emailed XXXX ( while cc'ing us ) to ask for an explanation as the understanding was that no closing costs were to be billed. As I saw no response from XXXX to our realtor, we emailed her asking for an answer. XXXX emailed back to say that she had already responded to our realtor in stating that they would be removed just prior to closing. This was a lie and our realtor immediately noticed and wrote her back to say that she had received no such response. When I emailed again ( while cc'ing XXXX 's supervisor ) XXXX responded by rudely stating that it was n't her responsibility to explain things to our realtor - completely ignoring the fact that she had just lied to our realtor, my wife, and I.
Further, it was our understanding that we were to have received a final loan disclosure document 10 days prior to closing. We did n't see the final document until we were at the signing. We had to check whether or not XXXX had changed the terms of the loan at the signing.
Our experience with XXXX XXXX and XXXX XXXX was extremely unpleasant. We will make sure that everyone we know and who will listen will know about our experience.
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| 08/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint ( Lender ) bought my loan from Ditech and somehow my insurance information was not forwarded to them. I called Shellpoint early in XXXX to see what I needed to do to remove the forced placed insurance from the account. They told me I needed to contact my insurance company. I reached out to XXXX XXXX and they faxed the policy over to them. As you can imagine XXXX was extremely stressful for me, there was looting within a mile radius of where I live, I have XXXX children, XXXX was in high school and the other XXXX are XXXX siblings ages XXXX & XXXX. I work a full-time schedule and was XXXX XXXX part-time too. Needless to say, I had my hands full. By the time I realized I was still being charged for forced placed insurance, it might have been late XXXX or early XXXX. I must have spoken to over 10 different people before fully understanding what information was needed. I was bounced around between Shellpoint 's Customer Service, Shellpoint 's Insurance Department and XXXX XXXX a third party Insurance Company. My condo association forwarded me the insurance certificate in XX/XX/XXXX and I uploaded it to their website. Then I had to wait for XXXX XXXX to notify Shellpoint so that they can credit the account.
They are not clear on the charges they place on the account. Their accounting methods are very scary to me. They randomly add fees ( property inspection ), they place multiple charges and credits to cause confusion ( see Transactions on XX/XX/XXXX ). They are offering me loan modification, which I do not need! I have the money, I have not made any payments since XX/XX/XXXX because I do not know where the money will be applied. There is a balance of {$1100.00} for unapplied partial payment, this should be credited to the account.
PROBLEM They are charging me : {$1500.00} for forced placed hazard insurance from XX/XX/XXXX XX/XX/XXXX {$310.00} for forced placed hazard insurance charged on XX/XX/XXXX due XX/XX/XXXX {$130.00} for property inspection fees from XX/XX/XXXX XXXX {$45.00} PMI disbursement charged XX/XX/XXXX due XX/XX/XXXX but was already charged XX/XX/XXXX {$480.00} late charges from XX/XX/XXXX to XX/XX/XXXX - {$550.00} insurance refund applied XX/XX/XXXX - {$660.00} insurance refund applied XX/XX/XXXX {$1200.00} refund is still due on the account ; please refund this amount ASAP in order to get the account up to date Plus {$1100.00} Unapplied Partial Payment that needs to be credited to the account
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| 08/14/2019 |
Yes |
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Web |
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I have requested several times that the PMI be removed from my loan and always formally denied even though after completing renovations my home has appraised way over the 80 % of the loan. I have even received letters from the bank in which I have ( see attached ) the loan with stating my home is worth {$510000.00} and my loan balance is {$300000.00} well under the {$410000.00} limit. I have paid off more than 3 mortgages, have an over 800 credit score, and well over XXXX in savings, and do not see why I am paying over {$200.00} a month in PMI. I am not a risk, and even if I was this mortgage is insured by the government so do not see why an additional PMI payment was ever needed.
I want the PMI removed from my loan and a refund of the PMI I have already had to lay out in order not to be delinquent with my mortgage. I knew I would be doing major renovations so that is why I did not put down 10 to 20 % down. No where on my loan documents does this say the PMI can never be removed. I want this off my loan. I asked to be shown where I was told this would never be able to come off my loan? I was not given any disclosure and there is no mention of it in my mortgage. I was also informed that stated in the by-laws a request can be made from my mortgage company ( NewRez LLC ) on my behalf to FHA to eliminate the PMI. I feel this fee is very unfair. I have a very low mortgage compared to the value of my home ( {$510000.00} ) and I am willing to get an appraisal to prove this, I have an over 800 FICO score, in the past I have paid off multiple mortgages, I have been employed full time for several years, I never had a late payment on anything!!! I told my mortgage company ... '' Please, I am requesting some customer service. Please put an inquiry to FHA to eliminate this PMI from my loan. '' Also I asked if I have an option to pay down the existing loan of {$320000.00} to an 80 % value {$260000.00} with a payment toward my principal of {$40000.00} which would recast the loan in hopes to eliminate this PMI. They have no proof this was explained to me before hand. I asked them to produce something that was signed and they couldn't. I also asked for a compromise since they can not. Why won't they ask FHA on my behalf to reconsider?
Would appreciate any assistance you can give. I feel this is a very unfair practice and PMI should be eliminated across the board and money should be given back to not only me but all mortgagors.
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| 01/08/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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In XX/XX/XXXX, I knew that we were going to have trouble making payments in connection with the COVID19 Pandemic so I called to see what our options would be. The representative that I spoke with said that there were no options that she could discuss until we were actually behind on payments. I argued that I wanted to know what options were going to be available before we were late but she said she didn't even have access to that screen and couldn't transfer me to the right department until we had missed XXXX payments. Since that didn't apply to XXXX ( we were still current ) I hung up XXXX.
On our XX/XX/XXXX mortgage statement, the bottom stated that we may be eligible for COVID19 Assistance and to call to see if it was an option. I called the number listed around this time, and again I was told by the representative that nothing could be started until we had missed XXXX payments. At that time, we had made our XXXX payment.
XXXX in the XXXX, I saw an article from the CFPB that COVID19 forbearance was still an option and that I didn't need to wait until we were delinquent to explore those. I started the process on the mortgage company 's website and it looked like it was working- I was able to start the application for COVID19 assistance and enter the details of our temporary hardship but then the website started erroring out. I applied instead for other assistance options around XX/XX/XXXX via the website. I was assigned a case XXXX, XXXX XXXX I emailed with him on XX/XX/XXXX stating that I believed we qualified for the COVID19 forbearance. He told me via email that the COVID forbearance was retired on XX/XX/XXXX. He instead put in our application for standard income reduction forbearance. We were granted a XXXX forbearance starting XX/XX/XXXX.
I researched extensively and couldn't find any XXXX confirmation that the XXXX assistance was discontinued. Per the CFPB website, it shows it's still an option and only FHA had discontinued the forbearance options. I also think it's highly suspect that it was " retired '' right before I applied for it. The COVID19 pandemic is still definitely happening ( cases are as high as ever ) and still impacting our income.
We want to keep our home and have never been late or behind before. We have every intention of paying this back in a timely manner, but we do need assistance to get through this XXXX time and believe we are well qualified for this COVID19 assistance.
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| 10/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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In early XXXX, we received notification that our loan servicing was being transferred from XXXX to Newrez/Shellpoint Mortgage Servicing . We've had loans transferred in the past and this should not be a big issue.
On XX/XX/XXXX, we received a notification that Newrez/Shellpoint would be paying our upcoming annual homeowner 's bill from our escrow and that we would have nothing to worry about, even though the loan servicing was being transferred.
As the due date of XX/XX/XXXX for the insurance was approaching, we kept a close watch on our insurance account, yet payment was not being made. We attempted to contact Newrez/Shellpoint , but did not receive any response.
The due date passed with the homeowner 's insurance left unpaid. We continued to attempt to contact Newrez/Shellpoint XXXX but continued to be unsuccessful.
1 - We used the " Contact Us '' function on the Newrez website multiple times, but have never received a response concerning this issue.
2 - We used the online chat function on their website. The person on the other end said that they were unable to address this issue and we would need to contact their " Insurance Department '' and gave us a phone number. When we dialed the phone number, we were connected with a medical supply company.
3 - We tried calling the customer service number on their website. After a seemingly endless maze of computerized menus and multiple disconnects, we were finally able to reach a customer service representative on Friday, XX/XX/XXXX.
After some back and forth about whose responsibility it is to pay the homeowner 's insurance, the customer service representative finally acknowledged that responsibility belongs to Newrez/Shellpoint .
Newrez/Shellpoint claimed to not have the insurance bill, so we did a three-way call with our insurance company, who then forwarded a copy of the insurance bill to the agent. The agent on the phone assured us the bill would be paid immediately, and we would be able to see the transaction in our online account.
As of this point, the insurance bill is still unpaid, and there have been no changes in our online account, either with Newrez/Shellpoint or with our insurance company.
We have continued to try to reach out to Newrez/Shellpoint to resolve this issue, but they continue to ignore our requests for customer service.
Our homeowner 's insurance bill is unpaid, and we risk having the policy cancelled due to non-payment.
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| 06/23/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I had problems during closing that have still not been corrected as the settlement docs were missing the escrow amount and I have called the original Mortgage person several times XXXX XXXX when I finally got thru to him he sent me to XXXX XXXX who promised to fix this. 1st email from him below XXXX XXXX, I just left you a voicemail regarding your escrow account. I apologize for the mistake and am working with our servicing department to have an escrow account set up for you. Ive attached a copy of the payment letter and escrow disclosure. Due to our error we will be covering the XXXX starting balance for your escrow account. If possible, could you please sign the attached documents and return to me? Please let me know if you have any further questions or concerns.
Thanks, XXXX XXXX XXXX. XXXX XXXX 2nd email Would you be able to sign and date these 2 as well? Then thanked me for signing documents I have attached my attempts to follow up with XXXX he finally asked me to call my self not really knowing what or who I was calling I made several attempts get passed to this number then that number I eventually gave up. Several months later I go to make my payment and it is now XXXX a month. I again start trying to call to address with no success. I am fine paying to get my escrow caught up its been about 3 mos now that I have been paying that amount and I am getting concerned that it is going to stay at that amount which is XXXX more than it was when I refinanced for a lower amount in which case I am paying all those fees and whatever else you charge for refinancing for nothing. With the current economy and inflation, gas prices all this planning I did to protect myself should these events occurred ended up costing me more money I am going to start filing any and every complaint against this company until this gets rectified and going thru my documents to do this I saw your email and was hoping 1 last try with the company would work out. I not sure of your position with the company but I feel like the only time I get any where with talking to anyone in this company is if my payment Is late.
1st payment letter XX/XX/2021 Principal and Interest {$690.00} Homeowner 's Insurance {$43.00} Mortgage Insurance $ Property Taxes $ COUNTY PROPERTY TAXES A {$37.00} SCHOOL TAX A {$150.00} Other : $ TOTAL PAYMENT : {$930.00} -- this is what I'm actually paying XXXX and this is what my payment was prior to refinancing XXXX
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| 02/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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|
Web |
Older American |
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During housing crisis XXXX purchased my mortgage from XXXX since I had never missed a payment since purchasing it in XXXX. Once I was ONE day late & XXXX notched my credit. In XXXX XXXX I unexpectedly retired & went to XXXX to help my daughter XXXX ( XXXX ). I got into credit card trouble & declared bankruptcy in XXXX XXXX. The attorney told me to stop paying XXXX since house was a rental & see what courts did. ( Bad advice ) XXXX transferred note to their bad debt subsidiary Shellpoint. When court allowed me to keep house, I immediately caught up all payments and fees. Since I live on social security income, I applied for Loan Modification. Denied. They said I had too much equity in the house because they said appraisal was {$110000.00}. I owe $ XXXX. Having done real estate, I researched XXXX and made a list of listings and sold and sent it in. They said they did n't get it. I sent it again ( see 2 attachments ). Denied because they held to their fraudulent appraisal. This was an appraisal by DRIVE BY ( against all standards ). Never made any effort to contact me or tenants and impossible for them to enter rear yard due to dog. This appraiser probably sat a computer and read the average price of home at that time in this neighborhood, which ironically, was {$110000.00}. But never checked square footage or comparable. Mine is a XXXX XXXX bath home of XXXX sq ft. On attachments, you can see the comparable square footages. However, there is a {$120.00} other fee showing on Shellpoint website. The first rep said not to worry about it, unimportant. Later, a second rep said she did n't know what it was for. The other day a third rep told me it was for the DRIVE BY APPRAISAL. I 'm now planning to sell the house ( in large part to be done with XXXX forever! ), but I know they will charge me for that unethical, fraudulent appraisal. They would n't give me name of firm, although I wanted to file a complaint with the XXXX XXXX ( appraisers ). The sum experience is that I believe there is collusion between appraiser and Shellpoint. That they want to foreclose and get rid of this loan because the equity is there. They wo n't lose money. They defeat the purpose of the Loan Mod Program. It 's not to assist people like me. They made it so difficult to apply. Twice I had to send in the application, then twice send the comparable sales. My request of you is to have Shellpoint drop the {$120.00}. fee for the " appraisal. ''
|
| 06/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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I surrendered the home in my divorce in XXXX. My ex-husband was not able to refinance the mortgage and fell behind. Several lawyers advised me that I would have to file bankruptcy to prevent the mortgage company from attempting to collect the debt. The bankruptcy was XXXX in XXXX, including that mortgage. That account showed " included in Bankruptcy '' until earlier this year when ShellPoint Mortgage acquired the loan. A new open mortgage appeared on my account showing missed payments, and in foreclosure. The account was listed as an open, individual loan in my name for that property on my credit report.
I contacted ShellPoint and spoke to Loan Mitigation XXXX XXXX XXXX. She informed me that filing bankruptcy did not do anything to keep me from being liable for that debt, and that the company could legally report the information on my credit report. She said that the information would remain until my ex-husband made 3 trial payments and they received a copy of the divorce decree and quitclaim deed. I also spoke to a gentleman in Account Services about the incorrect information on my credit report. I advised him that the account should show closed and the comment should state " XXXX in bankruptcy ''. He said that they would not remove the information and that they had every right to collect on the debt, even if I had released it in bankruptcy. There was a notice before that call that it was a recorded conversation.
I have repeatedly sent the certified divorce papers and quitclaim deed. XXXX continued for several weeks to say they have never received them. Today she has claimed that they received them, but they have to make sure that it " suffices to remove me from the loan ''. Also, she continues to claim that payments haven't been made, despite proof my former spouse has provided that the money was sent and withdrawn from his account.
ShellPoint has blatantly violated Federal Bankruptcy laws as well as the Fair Credit Reporting Act. They have bullied me and outright lied about my rights as a consumer in an attempt to collect a debt that was XXXX in bankruptcy. They have provided inaccurate information to the credit bureaus to be filed on my credit report, and refuse to remove it. They hold my credit XXXX while they attempted to collect a debt from my former spouse. I have filed disputes with the credit bureaus, but the disputes cam e back that ShellPoint verified that the information was correct.
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| 01/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint involves a mortgage payment that occurred during the transfer of the mortgage from one provider to another. Regular payment in excess of minimum amount due on my primary residence, have been made on time for the past 14 years. They are made via bill pay, through my personal checking account. The notification regarding the transfer, new provider and payment forwarding information, was received on XX/XX/XXXX. The XXXX payment was processed by the bank on XX/XX/XXXX. This payment was sent to XXXX XXXX. The provider transferring the mortgage. The new mortgage provider is Shellpoint Mortgage and before any transfer notice was received. On XX/XX/XXXX the first mortgage payment to Shellpoint Mortgage was process through bill pay. On XX/XX/XXXX, I received a notice from Shellpoint Mortgage notifying me that the XXXX payment has not been received and is past due. This notice also indicated that an additional amount of {$400.00} was also now due, with no indication on how or why this additional amount was derived. I assumed it was a late fee.
I then contacted Shellpoint Mortgage and was advised that the XX/XX/XXXX payment was never received from XXXX XXXX and for me to provide personal banking information and supporting payment confirmation. I complied with payment history for XXXX from XX/XX/XXXX through XX/XX/XXXX and Shellpoint payments for XX/XX/XXXX and XX/XX/XXXX. This communication was sent via email to Shellpoint Mortgage. I received an auto reply indicating the message was received.
I have not received any response from Shellpoint Mortgage as of XX/XX/XXXX.
On XX/XX/XXXX I received a large envelope via regular first class mail. It contained a legal notice from Shellpoint Mortgage that the mortgage payments are behind and that they have the right to foreclose. It also indicated that the outstanding amount is {$2400.00} and that the credit bureaus have been informed about the late payment, missed payment or other default on the account.
I am at wit 's end. I have contacted Shellpoint Mortgage twice and received no guidance and have sent two emails with supporting information with no response.
Should I be forced to just pay the {$2400.00}? What confidence do I have that the credit reporting would be corrected. Should I be forced to re-finance?
It should be noted that XXXX XXXX has filed for chapt. XXXX protection and the preceeding company, XXXX XXXX has also filed chapt. XXXX.
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| 11/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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Can you please include Shellpoint MortgageXXXX XXXX XXXX XXXX in this XXXX XXXX XXXX I reached out to XXXX XXXX XXXXXXXX regarding an insurance escrow issue. I did as the bank ask and continued making my prior payment before XXXX dropped my agent without my consent and wrote a new policy with their preferred underwriter who increased the policy by 65 %. It was then sent directly to escrow without my knowledge. Insurance is not escrowed in the loan documents. After two months of paying what I was ask to pay XXXX XXXX XXXX contacted XXXX and XXXX to report the late payments. I was less than {$600.00} in arears and had done as they ask. I contacted an attorney to see what I could do. He asks me to request copies of the Loan Documents and proof of Jurisdiction over the loan and have them submitted to his office. XXXX XXXX XXXXXXXX did not respond. The Attorney reached out and was informed they had passed the loan to Shellpoint weeks before ( 2 weeks after they were informed, I had an attorney ). In XXXX XXXX XXXX XXXX XXXX ( long after the loan was passed to Shellpoint ) offered to make a settlement with me. My attorney at that time had stepped back. He was not licensed to argue a case in Federal Court.
I did not retain my current attorney. I had received a foreclosure assistance notice in the mail literally 10 days before the foreclosure would become final. The attorney I hired always included an additional attorney on correspondence leaving me to believe they were partners. He assigned himself as attorney of record without my knowledge. When the attorney became intimidating and harassing, I investigated the two and they were never partners. I ask the attorney several times to dismiss from the case and he refused. I had to reach out to the Texas bar for assistance. I am including this information so that you will understand why this attorney is under review by the Texas Bar for his relationship with Shellpoint.
Shellpoint has never provided one bit of information regarding there association to this loan. I reached out to them 6 weeks ago and they responded with a refusal to comply and a threat that I never reach out to them again.
Shellpoint has so many complaints and lawsuits filed against them. I must wonder why they are even allowed to be in business. Except, of course they are the only mortgage company that will take on these illegal loans and attempt to bully people into doing as they demand.
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| 03/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
|
|
Web |
Older American |
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Back in XXXX of XXXX my mortgage company XXXX XXXXXXXX XXXX sold or transferred my mortgage loan to Shellpoint Mortgage Servicing of XXXX, Texas with out notifying me. At that time I was 3 payments behind on my mortgage and struggling to catch up on my payments. On XX/XX/XXXX I received a intent to foreclose letter from Shellpoint Mortgage which was dated XX/XX/XXXX. I immediately called Shellpoint custome rservice to inquire about this.
A service rep by the name of XXXX XXXX instructed me that Shellpoint Mortgage Servicing was intending to foreclose on my home. I told him that I would be receiving some money before XX/XX/XXXX to make the past due payments of around {$9400.00}. XXXX XXXX told me that would be ok and would prevent my home from going to foreclosure ... On XX/XX/XXXX I received the money needed to get my mortgage payments caught up. I then called XXXX customer service to make a phone payment. The rep told me that my home was in foreclosure and she would have to call me back with the past due amount to reinstate my loan. Two days later, I was told my Shellpoint that the amount needed to reinstate my loan would be around {$14000.00}. I was 4 payments past due plus foreclosure fees of about {$2800.00} due to XXXX XXXX, XXXX. I complained but made the payment of around {$14000.00} via the phone. On XX/XX/XXXX I faxed and emailed a dispute letter to Shellpoint Loan Mitigation Dept concerning this matter and requested that they reimburse me the {$2800.00} in foreclosure fees they paid to XXXX XXXX, XXXX. I finally received a certified reply letter from Shellpoint Loss Mitigation on Saturday XX/XX/XXXX denying my claim. Since my loan was reinstated in XXXX, XXXX, I have not missed a payment, Last week I received my XXXX mortgage statement via regular mail stating that I had an overdue payment of {$950.00} plus my monthly payment of {$2200.00} for a total of {$3200.00} that is due by XX/XX/XXXX. I called Shellpoint customer service automated payment line on XX/XX/XXXX to make my payment, they stated that the amount due was {$2200.00} which I paid from my bank account. Later complained to the service rep about the additonal {$950.00} for title fees, which was new to me. Service rep said there was nothing that could be done about it. Appartently, these were additional fees they tacked on from the foreclosure. Please help me. Shellpoint is trying to get me back in foreclosure. My Loan # is XXXX.
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| 09/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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I have consistently paid my mortgage on time and in advance on good occasions. When Covid hit, my job went into part time, and I was now on unemployment, but still trying to pay my mortgage.
In XX/XX/XXXX my statement from the company newrez was balanced. I paid two checks one for the mortgage and one for partial payment to the next month. I continued trying to make my payment in advance.
In XX/XX/XXXX I was paying XX/XX/XXXX payment or part thereof. I got a statement showing I was owing for XX/XX/XXXX.
Could not get a resolve from the company. At the end of XX/XX/XXXX I got a letter stating to send the XX/XX/XXXX payment to a new address. My loan had changed hands. My XXXX and XXXX payment had already been paid.
There after the company began to become hostile. The dollars were adding up on my loan. No one to talk to due to Covid and the long wait on the line.
I then realized that my monthly payment had changed. It went up. That shocked me. I was not notified of this change.
I wrote a letter to the company on XX/XX/XXXX when I submitted my mortgage payment. Again on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX asking that they please correct the error in my loan and bring it to the correct balance if I owe them, but they are showing I owe over {$10000.00} in mortgage payments which is not correct. THE COMPANY SHELLPOINT HAS ALSO THREATEN ME WITH FORECLOSURE OF MY LOAN.
I ask them to please provide me the following for reconciliation of my loan : 1 : What month date and year the loan changed hands as my payment could have gone elsewhere.
2 : Why did my loan payment changed or rather increased my loan is a fix rate.
3 : What was the first payment the new company received from me 4 : To provide a list of payments they received.
5 : To rerun my loan amortization table for the last 36 months to determine the error.
I got a letter from the lenders insurance department. I told them I have had the same insurance company since I bought the house. The policy is always paid yearly. I checked with the insurance broker. They said they have not received a call from my lender or anyone else. My policy has never lapsed.
The representative of shellpoint asked my insurance company name and number and I gave it to them.
I need help please in fixing this mess as Shellpoint is not operating ethically. something is not correct, including my monthly payment balance.
Please help me to resolve this.
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| 05/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Complaint re : NewRez Loan I am writing to complain about the re-financing of an existing loan with NewRez LLC. This was a long-drawn out procedure that began in XX/XX/XXXX and was closed at the end of XX/XX/XXXX but there are still unresolved errors. Most of my complaints are about inefficient procedures by NewRez that are better suited to a business complaint site but I have 3 specific issues that are squarely within CFPB purview. These are 1. My loan closed on XX/XX/XXXX ( and took effect on XX/XX/XXXX after the 3-business day waiting period ). I paid 5 months escrow property tax because a tax payment was due XX/XX/XXXX. As of XX/XX/XXXX, NewRez has not paid the property tax that was due, instead holding my money that I had already paid them in escrow.
2. I sent a written notice of error to NewRez on XX/XX/XXXX. No acknowledgment of receipt of this notice of error has bene forthcoming as of XX/XX/XXXX ( 9 business days later ). I called on XX/XX/XXXX and alerted them to the error and sent a copy of the property tax bill to the helpfful lady who answered my call. The best she could do was to promise me to " Open a research inquiry and respond within 15 business days '', no fault of hers but a bit ridiculous since they actually had a copy of the tax bill showing that the amount was due on XXXX and they had not paid it.
3. The underwriting process is broken - they never provide a comprehensive checklist of documents that the client has to provide. Instead they ask for docs, a few weeks later ask to clarify certain things like a transfer to a bank account, then wait more weeks and ask for updated docs XXXX pay stubs and bank statements in particular ), rinse and repeat. I must have submitted paystubs and bank statements 7-8 times over 6 months. The final irony was when they wrote back to say my loan amount was inaccurate because I was getting too much cash back solely because they had dragged the process out for so long that I had paid my loan principal down so much. The most important consequences of this delay were i ) the need to re-run my credit ( a second hard inquiry that dinged my credit score ) ; ii ) the need to re-cert my appraisal ( although they did credit me for that fee ) and iii ) the fact that my new mortgage payment was {$600.00} less than the old one, so I paid {$3600.00} extra over the dragged out refinance of which I assume at least half was due to unnecessary foot-dragging.
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| 02/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am awaiting a response regarding my mortgage interest payment reported to IRS for tax year XXXX and additional information regarding interest from Shellpoint Mortgage Servicing, A Division of NewRez, LLC on behalf of note owner XXXX XXXX XXXX XXXX as of today, XX/XX/XXXX. I received two written letters dated XX/XX/XXXX, See Exhibit # XXXX and XX/XX/XXXX, See Exhibit # XXXX, from Shellpoint Mortgage Servicing, A Division of NewRez LLC of XXXX SC, on behalf of note owner XXXX XXXX XXXX XXXX. These two letters contradict a different set of two letters dated XX/XX/XXXX and XX/XX/XXXX from Shellpoint Mortgage Service, A Division of NewRez LLC of XXXX, MI on behalf of XXXX XXXX XXXX XXXX, the noteholder, with both letters stating, " we are working to gather the requested information and will forward it to you as soon as possible. '' Therefore, this is XXXX and I am demanding the answers to the following questions in regard to Loan # XXXX for property XXXX XXXX XXXX, XXXX MD XXXX : 1. What is the date that Shellpoint Mortgage Servicing sent the original IRS Form 1098 for XXXX to IRS?
2. What is the date that Shellpoint Mortgage Servicing sent the corrected IRS Form 1098 for XXXX to IRS?
3. What is the date that Shellpoint Mortgage Servicing sent the original IRS Form 1099-INT for XXXX to IRS?
4. Where is the Escrow Analysis for the period XX/XX/XXXX to XX/XX/XXXX with all consecutive months showing?
5. Where are the copies of the IRS Form 4506, IRS Form 4506-T that Shellpoint Mortgage Servicing has on record for me with NewRez, LLC as the third-party requestor?
XXXX. Where are the copies of the IRS Form 4506, IRS Form 4506-T that Shellpoint Mortgage Servicing has on record for me with Shellpoint Mortgage Servicing as the third-party requestor?
7. What is the name of the contact person at Shellpoint Mortgage Servicing and NewRez, LLC for the IRS Form 2624-Consent for Third Party Contact that I am preparing to submit to the IRS?
XXXX. What is the name of the contact person at XXXX XXXX XXXX XXXX, the note owner of my mortgage loan for the IRS Form 2624-Consent for Third Party Contact that I am preparing to submit to the IRS?
XXXX. Where are the copies of any documents with Shellpoint Mortgage Servicing and NewRez, LLC that I signed giving them the authorization or written consent to release my NPI ( Non-Public Information ), as defined by GLBA, Gramm Lilley Beach Act, to third parties?
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| 03/08/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Ditech XXXX Shellpoint XXXX To Whom It May Concern : Your assistance in resolving the following matter is needed, Our mortgage was serviced by Ditech until XXXX of XXXX. All payments were properly recorded and the account status was current.
Ditech went into bankruptcy and was bought by New Rez ( dba ) Shellpoint. This is where the nightmare began. Neither Ditech nor Shellpoint sent any notification that the loan had been sold. I found the information by going to the Ditech website to make a payment XX/XX/XXXX. I then searched for the information on how to pay Shellpoint.
Our account has been protected by bankruptcy which we filed in XXXX. All post petition payments were made directly to the Ditech website. However Shellpoint said they would not allow payments to be made directly on their site due to bankruptcy. I therefore made the first payment by debit, on the phone with Shellpoint on XX/XX/XXXX. All subsequent payments have been made via bill pay from my XXXX XXXX checking account. We completed our final bankruptcy payment on XX/XX/XXXX and the court sent out a document of final cure for which New Rez 's legal representation responded that the account was current with no arrearage. Immediately after final payment ( XXXX ) Shellpoint began calling claiming our account was two payments past due. This is incorrect and we have documents to support. I attempted to communicate with Shellpoint on multiple occasions but they refused to either acknowledge receipt of documents sent to them or correct the matter.
I reported this activity to our Bankruptcy attorney who notified the court.
While the matter has been corrected by Shellpoint as the court directed, this poor accounting and perhaps egregious attempt to create foreclosure circumstances has created great stress and anguish for us. We were repeated harassed by collection calls and erroneously reported as late to credit bureaus. Additionally, I suspect there have been errors in applying escrow payments as Ditech showed a positive balance and Shellpoint shows a negative. I therefore am seeking your assistance in getting this matter corrected and that all information is provided in written format. That all credit agencies are notified, and any fees, or charges related to this matter are refunded along with any penalties or fines applicable are assessed.
Urgency in resolving this matter is greatly appreciated.
Best Regards, XXXX XXXX XXXX
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| 07/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concern : On XX/XX/XXXX, I received the attached response ( " XXXX NJ Response XXXX '' ) from Shellpoint regarding my complaint that was filed and submitted to CFPB and the New Jersey XXXX XXXX XXXX XXXX XXXXXXXX ). The rebuttal date was XX/XX/XXXX.
In the complaint was detailed information that highlighted the fact that Shellpoint Mortgage is knowingly overcharging my tax escrow account and assessing anticipated figures that are entirely incorrect. In their statement Shellpoint said the following : " Shellpoint completed an escrow analysis on XX/XX/XXXX, based on the anticipated hazard insurance payment of {$3400.00} and anticipated county tax installments of {$4900.00}, {$5100.00}, {$4800.00} and {$4900.00} ( totaling {$23000.00} for the upcoming yearly bills from XX/XX/XXXX to XX/XX/XXXX ). '' It should be noted that the alleged anticipated tax amount of {$23000.00} would represent an unprecedented 17.68 % increase over the previous year ( {$19000.00} ), which is undoubtedly incorrect. As explained in a letter from the City of XXXX ( see attached " City Response Regarding Taxes '' ), this is not possible unless there was something done to change the assessed values. I've lived at this address from 17+ years and my assessed value has been pretty stagnant. As proof, the attached history ( see attached " XXXX XXXX XXXX_Tax History '' ) of my property over the past 7 years clearly shows the same assessed value since XXXX. Moreover, according to the city, the only way the assessed value can be changed is with a successful tax appeal, an improvement done to the parcel that would increase the value of the property determined by the Assessor, or a municipal wide revaluation ; none of which applies to my property. Therefore the alleged anticipated county taxes is completely made up and not justified in the city of XXXX.
Per the attached ( see attached " XXXX XXXX XXXXCurrent Tax Bill '' ), which shows the actual tax bills for XXXX covering the last 4 quarters are as follows which totals {$19000.00}, an actual decrease of .11 % under the previous year : - {$4800.00} - {$4900.00} - {$4900.00} - {$5000.00} Based on these facts, I have been mis-billed by Shellpoint since XXXX of XXXX. In which case, i hereby request that a total of {$1100.00} ( $ XXXX since XXXX ) be returned to me immediately.
cc : NJ Consumer Affairs Attorney General Office of NJ Department of XXXX XXXX XXXX of NJ
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| 05/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My homeowners insurance payment of {$2000.00} was due on XX/XX/XXXX. I received a notice on XX/XX/XXXX dated XX/XX/XXXX from my insurance provider that a payment had not been received. I called the NewRez customer service department and was informed that the check was issued on XX/XX/XXXX, and probably wasnt mailed out until a few days later and probably just had not been processed yet.
When I asked why it was issued so late I was informed that they did not have my insurance information on file. They purchased my loan back in XX/XX/XXXX and after checking with my insurance agent, I found out they did not change the policy holder information when they took over the loan. They waited until my payment was almost due to change the information on the policy, so it was due to their error that they did not have the insurance information needed to make the payment on time.
I reached out to my agent and he said that he would keep an eye on my account and let me know when the payment was received.
On XX/XX/XXXX I received an email from our agent that the payment still had not been received. I reached out to NewRez customer service again to see if the check had cleared so we could try and track the payment. I was informed that a stop payment had been put on the original check and that a second check was issued on XX/XX/XXXX.
On XX/XX/XXXX I received another email from our agen that the payment still had not been received, so I reached out to NewRez once again. I was informed that the check had not cleared yet, but that they would keep watching it and if it hadnt cleared soon that they would put a stop payment on it and issue another check. I informed them that the payment is already 37 days late and I am at risk of having my insurance cancelled. I was told to just check back in a few days and see if the check had cleared. There didnt seem to be much concern that my insurance was at risk at the fault of NewRez.
Shellpoint Mortgaging Servicing dba NewRez is the servicer of our mortgage loan, and it is their duty to make timely escrow disbursements under federal mortgage servicing law. This includes disbursing our homeowners insurance payment. They have failed to do this and now my insurance is at risk of being cancelled. If they are unable to get a check mailed then they need to wire the money directly, or make the payment in another manner to make sure that it is received by my insurance provider.
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| 09/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX XX/XX/2021, I applied for and locked a rate of 2.99 %, on a refinance mortgage loan for my property located in XXXX, CA.
On or about XXXX XX/XX/2021, I received a Notice of Servicing Transfer from the current servicer ( XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX ; ph. XXXX ). The correspondence indicated that servicing of the loan would transfer to Shellpoint Mortgage Servicing ( XXXX XXXX XXXX, XXXX, SC XXXX ; ph. XXXX ), effective XXXX XX/XX/2021.
On XXXX XX/XX/2021, in response to a request from my refinance mortgage broker, I contacted Shellpoint seeking information ( loan number, payoff amount, payoff address, etc. ) on the transferred loan for the property in XXXX. I was informed that no record of a loan for that property existed in the system. I was advised to wait a few days before rechecking. Also on XXXX XXXX, I also contacted XXXX XXXX, which confirmed that the loan transferred ( in now closed ) and that the balance owed was {$0.00}. XXXX XXXX was unable to provide any information on the Shellpoint loan.
On XXXX XX/XX/2021, I placed another call to Shellpoint seeking information on the loan. Again, I was informed that no record of a loan for the property in XXXX existed. The representative suggested that that a new loan could take up to 60 days to show up. They also provided an email ( XXXX ) where I could seek additional assistance. I sent an email to the address on XXXX XX/XX/2021, seeking urgent assistance in locating the loan so that the payoff information could be provided to the refinance broker.
As of XXXX XXXX ( 27 days after the loan purportedly transferred ), I have not received any response or written communication from Shellpoint, violating 21 CFR 1024.33 ( b ) ( 3 ) ( i ) of Regulation X. As the payee and payoff of the loan can not be determined, I am unable to proceed with the refinance of this property. The rate lock ( which is at a lower rate compared to the existing loan ) is expiring within 2 days, and based on current market conditions I will not be able to relock at the same rate. When the lock expires, the lack of compliance on the part of Shellpoint will have resulted in monetary damages, from the incurred costs associated with the refinance loan, as well as the missed savings based on the difference in loan rates.
I am seeking assistance of CFPB in resolving this matter with Shellpoint to locate my loan number, payoff amount, and payoff address.
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| 06/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We recently refinanced our original home mortgage, which had been transferred to NewRez, LLC from XXXX Mortgage. The refinancing transaction was with NewRez, which was servicing our existing loan at the time. The refinancing transaction was protracted, troubling, and troublesome in a number of respects that warrant further comment. However, the loan closed in or about XX/XX/XXXX, resulting in our current conventional mortgage loan ( Loan No. XXXX ). In connection with the origination of our current loan, an appraisal of our property at XXXX XXXX XXXX, XXXX, New Jersey, was obtained through an appraiser approved by NewRez. The appraisal, a copy of which is enclosed, reflected a value at origination of {$160000.00}.
According to our XX/XX/XXXX Mortgage Statement, a copy of which is also enclosed, the principal balance of our loan prior to the XX/XX/XXXX payment was {$130000.00}. Therefore, our loan to value ratio from the inception of the current loan was less than eighty percent ( 80 % ) and no P.M.I. should have been required. Nevertheless, our payment history and mortgage statements reflects the following P.M.I. insurance disbursements from our escrow account : {$11.00} on XX/XX/XXXX, {$11.00} on XX/XX/XXXX, and {$14.00} on XX/XX/XXXX.
To add to our confusion, on XX/XX/XXXX, NewRez wrote to us, in pertinent part, as follows : Dear Borrower, Under applicable federal or state law, you currently meet all requirements to terminate the Private Mortgage Insurance ( PMI ) for the referenced property. PMI is no longer a requirement for your loan, and you are no longer responsible for the premiums, payments, or fees associated with PMI. An escrow analysis will be completed within approximately thirty ( 30 ) days of cancellation to determine the new payment amount due.
A copy of this correspondence is also enclosed. Nevertheless, notwithstanding XXXX written representations, a premium disbursement was drawn on our escrow account thereafter ( on XX/XX/XXXX ) in the amount of {$14.00}, which had increased over prior disbursements. The charge was reflected on our XX/XX/XXXX Mortgage Statement, which is also enclosed.
We contacted NewRez by telephone both before and after the XX/XX/XXXX P.M.I. disbursement was processed in an effort to resolve the matter and be sure that no further P.M.I. would be withdrawn, but have yet to receive confirmation that P.M.I. has, in fact, been removed from our loan.
|
| 07/17/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This is a long story that started with a Ch. XXXX BK in XX/XX/XXXX . BK ended in XX/XX/XXXX . My original mortgage was in XX/XX/XXXX just before collapse of r eal estate market with XXXX . The mortgage moved to XXXX , then to XXXX XXXX XXXX , then to XXXX and now with Shellpoint. the XXXX later are collectors, not really mortgage companies, and are constantly trying to toss me out despite being not only fully paid but have paid too much. When XXXX transferred it to XXXX XXXX XXXX , they didnt give them a full accounting, so I ended up in BK trustee court which proved I was paid in full with a court order. In XX/XX/XXXX . Yet, after BK was over and XXXX took over they kept claiming I owed anywhere from $ 12K to $ 25K in unpaid mortgages they couldnt quite get their numbers straight in XX/XX/XXXX , they started cashing my checks electronically fr om XX/XX/XXXX whi ch somehow, I never got credit for, so when Shellpoint took over in XX/XX/XXXX , t hey claimed I owed {$15.00} K approximately. even though according to my records I had paid almost {$3000.00} too much that I wanted to go towards principal. Despite my complaints and massive letters with bank records they threatened me so bad I paid it in XX/XX/XXXX . I do not get any statements but have continued to pay monthly mortgage payments, yet today I got another letter stating I owE over {$7000.00} since XX/XX/XXXX ... I called an they claim my mortgage went from {$1400.00} to {$3000.00} in XX/XX/XXXX due to flexible rates ... even though mine has been the same more or less for years, give or take a few hundred dollars.. They claim they sent me letters to this fact which they did n't ... I get lots of letters claiming to default on my condo but none with any amounts in it.. Every check I pay with I write on it : " I still did n't get a statement '' If I had of seen such a letter I would put up quite a stink.
I am getting so tired of this. Its a cartel of corruption. I have sent so many letters, called and gotten disgusting people on the phone ... claiming they dont care what I say, dont care about my bank statements ... this has to end. I have recorded conversations. I am being abused and cant afford an attorney. I want my {$15.00} K back or at least applied to principal.
During XX/XX/XXXX i did n't even get a XXXX Tax form credit of mortgage interest payments to use against my taxes ...
|
| 03/16/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Application, originator, mortgage broker
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Web |
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On XXXX XXXX, XXXX at XXXX, I received a suspicious email that was stated as sent from Shellpoint Mortgage Servicing, the company about which we filed complaints # XXXX on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. The email was directing me to an unfamiliar website to download files that were supposed to be sent to me from SMS and a deadline retrieval date of XXXX XXXX, XXXX was given. On the side of caution, I did not open the email due to cyber security concerns. On XXXX/XXXX/XXXX at XXXX, I sent an email to XXXX, the person assigned by SMS to our loan account, informing him about my concerns and asking him to contact me for verification of the suspicious email which I forwarded to him. On XXXX XXXX, XXXX, I called to speak with XXXX but was told by a representative that he had not come into the office as yet since he was located in Texas. I told her about the email and she put me on hold to check for any mailing on our account. When she returned she said that saw no email being sent and that their only mode of communication with borrowers is by telephone and postal mail. I called on XXXX XXXX, XXXX to speak with XXXX and I again told that he was not available. My call on this date was about the suspicious email and a letter dated XXXX XXXX, XXXX that I had received form SMS. In regards to the suspicious email, the SMS representative I spoke with told me that it was not sent from SMS because their mode of communication is either telephone or postal mail. I asked the representative why was I receiving a letter asking for the same information that was sent in late XXXX and early XXXX, XXXX. I also told him that on XXXX/XXXX/XXXX XXXX called and told me that no more documents were needed and our file had been submitted to underwriting. But a few days later an SMS representative asked me to send some additional documents which I sent on XXXX/XXXX/XXXX. The SMS representative confirmed that they had received all the documents and that I should ignore the SMS XXXX/XXXX/XXXX letter because our file is now in underwriting. I have two concerns ( 1 ) that to date I have not received a call from XXXX XXXX confirming what the two SMS representatives have told me regarding that I should ignore the SMS XXXX/XXXX/XXXX and the suspicious email and ( 2 ) to avoid any chance of Shellpoint Mortgage Servicing reporting that we ignored loan modification communication as was reported by the previous servicer XXXX.
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| 02/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
Older American |
|
I closed on a refinance loan with NewRez on XX/XX/2022 via their closing agent XXXX XXXX XXXX XXXX, XXXX. Subsequent to closing I've received 3 notifications from NewRez advising that my loan funded and providing me with a mortgage payment coupon.
On XX/XX/2022 I followed up with XXXX XXXX XXXX XXXX, XXXX to obtain a copy of the signed closing documents, confirm that my existing mortgage had been paid off and to see when I could expect the monies to be paid to me from the closing. I was advised that the refinance loan did not fund and would not fund until I signed a Power of Attorney. In the 13 days that passed between the day of my closing and the day I made a follow up call to XXXX XXXX, I never received notice from XXXX XXXX advising me of a problem with the refinance or the need for me to sign additional documentation.
With regard to the Power of Attorney, I called XXXX XXXX XXXX XXXX, XXXX on the day of closing and advised them that I was not comfortable signing a Power of Attorney giving anyone but me the ability to make changes to the closing documents. I was advised by XXXX, the closing mananger of XXXX XXXX, that I did not have to sign a document if I was not comfortable signing it. I asked if the loan would still fund if I didn't sign the document and she advised that the loan would fund but if a document needed to be corrected it would take a little longer because the document would need to be sent to me for correction. Based on XXXX 's representation I continued with the refinance closing.
In addition , XXXX XXXX also wanted me to sign a document permitting them to charge me a {$50.00} overnight XXXX XXXX fee. This fee was never disclosed on the XXXX XXXX XXXX or the Truth-In-Lending or any documentation from the lender, NewRez. It is my understanding that all fees must be indicated on the Settlement Statement. Even those paid outside of closing. For this reason, I did not sign the authorization to deduct the {$50.00} overnight fee.
I did sign a Compliance Agreement which requires me to cooperate in signing any documents that may need to be corrected post closing. I am comfortable in doing this but I am not comfortable providing a Power of Attorney to allow someone else to make changes to my closing documents.
I believe XXXX XXXX XXXXXXXX XXXX and NewRez LLC need to be investigated for unethical closing practices and theft if my current mortgage has not been satisfied.
|
| 12/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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My husband and I have a mortgage with XXXX XXXX XXXX and we applied for a loan modification in XX/XX/XXXX and we have a signed contract stating that our loan modification has been accepted. The next month in XX/XX/XXXX XXXX XXXX XXXX sold the loan to a company called XXXX. In XX/XX/XXXX we sent in the new payment of {$1900.00} and Shellpoint accepted and cashed it. We sent in XX/XX/XXXX Payment of {$1900.00} to Shell Point and they accepted that payment as well. Then, we sent in XX/XX/XXXX payment but they returned the it and stated that we were not paying the right amount. We sent in XX/XX/XXXX payment and they also return to that to us and said we were n't paying the correct amount.
We have not paid the mortgage payment sinceXX/XX/XXXX because they keep returning the payment. Now Shellpoint is stating that they are not accepting the modification and they are looking to foreclose on our home. We have tried contacting the president of the company and we have tried getting him to accept our payment, but they will not accept our payments which has lead us to believe that they are trying to get us to foreclose on our home.
We have told them that we would catch up on all payments if they would just remove the damage from my credit report. They have been reporting inaccurate negative information to our credit report and now even though we want to sell our home to a new mortgage company, no one will give us a new mortgage because of what Shellpoint has reported to credit bureaus.
My husband and I completely are at a loss and feel like we are about to lose our home because Shellpoint company not willing to accept our payments or call us back after numerous attempts to talk to them. XXXX XXXX is the supervisor and she keeps putting us off and will not call us. We are completely stressed by the situation and have the money to pay our mortgage but they will not contact us back and we do n't know what to do. We have a new house that we want to buy in New York but the new mortgage company will not give us a mortgage because of the current situation. Although we explain to them that the company wo n't accept our payments they do not care. We have even contacted and attorney but they all want XXXX plus to help us. I will include all the contracts and documents and bank statements proving our payments and that Shellpoint is completely reckless and negligent in what they 're stating and reporting.
|
| 01/21/2022 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XXXX XXXX, XXXX, I closed on my home. Since that date, my mortgage has been sold many times. As a result, I have had a number of servicers. My payments have never been late. XX/XX/XXXX, I entered into a Forbearance Plan due to hardship initiated by the pandemic. Just prior to entering into the Plan, I was advised that I had a new servicer. I was advised that no adverse information would be reported to the credit bureaus while in forbearance status. Prior to the end of the forbearance period, I was advised of ( 4 ) options to keep my status in good standing. I opted to exercise the option of a loan modification. The loan modification closed in XX/XX/XXXX. The following month, I was advised by my credit monitoring company, XXXX XXXX XXXX, that Shellpoint Mortgage Servicing had reported adverse information to XXXX, XXXX, and XXXX. Shellpoint Mortgage Servicing reported that I was delinquent in payments. I immediately contacted XXXX and was told that technically I was delinquent because I had not made payment ( s ) during the forbearance period. I tried to explain to no avail that by definition forbearance means that payments will not be made during such period. The XXXX representatives would give conflicting, inconsistent information from call to call. Some representatives would indicate that the reporting was in error after confirming that their records reflect that payments resumed in a timely manner following forbearance. I was told that they would submit my concern for review. Ultimately, I was told that I did not maintain good standing since payments were not made while in the Forbearance Plan. The matter was escalated to their Loss Mitigation Department. The issue was passed around throughout their operation, while my typically high credit score ( s ) plummeted severely. In addition to attempting to address this error in credit bureau reporting, I made a lump sum escrow shortage payment of {$510.00} on XXXX XXXX, XXXX. Subsequently, I learned that Shellpoint applied this payment as a regular monthly installment. I was told that making such escrow payment would not reverse the delinquent report to the credit bureaus. I was aware that these are separate matters. Overall, the servicing provided by Shellpoint has been problematic since inception. I have never experienced such issues with any of the many servicers that I have had since initially closing on this mortgage 25 years ago.
|
| 01/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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So complicated. I had a mortgage with XXXX which I fought a 4 year foreclosure issue on. Got 2 lawyers to settle things. Things were settled. Amount was settled- which included escrowed Flood. Keep in mind I bought my house well before XXXX or even XXXX. In XX/XX/XXXX Shellpoint MOrtgage took over my loan- so after 4 years now my payment jumped to over {$3000.00}! This is after a legal suit that they just changed the payment AGAIN. I called latest lawyer to help- they initially said - " oh this is wrong ''. They said they would help figure it out- then backed down and said it wasn't in their best interest- after getting paid. I am upset - as you can imagine. I have tried to deal with Shellpoint- Still dealing with Shellpoint- just different answers constantly. Very hard to reach escrow dept.
I was told there was a delinquence in my escrow account and in order to go back to make my payment back to XXXX XXXX XXXX I would have to pay $ XXXX this included 2 months ( which I think should be much more! ) I did anyway with a promise I would get refund- I have gotten {$130.00}?? I don't even know what that is for? Not escrows~ I have called literally everyday last week and emailed. This is a bunch of junk. They have over anywhere from XXXX XXXX_- {$8000.00} in my account. I need my money. I have volunteered always to pay my XXXX XXXX XXXX- They have plenty in Escrow. I need help.
OK, I am currently STUCK in XXXX XXXX XXXX . I have been since Covid. I am waiting on a Visa ( different from passport- which I have ). It is a long process. I can be reached via email- XXXX. I have an app called Text Now- XXXX. Other US numbers would be have to be answered by my friend taking care of my house.
Shellpoint Mortgage XXXX XXXX XXXX, SC XXXX Account XXXX Ph- XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX, FL XXXX Don't know what you might need. I have only been with Shellpoint since XXXX XXXX a mess ever since. It is my understanding that when a mortgage gets transferred without any knowledge of mortgage holder- the terms of previous loan! And if the new mortgage holder changes/ and or/ does not pay the ONLY bill ( Flood ) which was in XXXX correctly- it should give me permission to pay my own bills. I pay XXXX, XXXX, Property tax- why do they mess it up so badly- granted- it is a XXXX XXXX compound- not one can get it! I can. I want control! If I don't pay- got ahead add escrows- but that won't happen.
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| 03/17/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Re-dispute to Case # XXXX Dated XXXX / XXXX / XXXX This is getting ridiculous. Please review my previous dispute and incomplete response. A. Lost Paymen t - Surprise, a fter 67 days, they found it, only after receiving CFPB complaint, even though I had told them many, many times. Just listen to taped conversations! They tried to call me back once , HA. They knew the issues after all of my calls, why did n't they just fix it!!!!!!!! I could n't get XXXX took talk to me when I was calling. Do n't do this to people. B. Incorrect XXXX ( although i incorrectly said XXXX ) - Still incorrect, consumer harm getting worse if I have to extend my XXXX tax return. C. Poor Customer Service - which continues, No one will help me!!! Yes, I am delayed in redisputing as I did not know there had been a written response to CFPB, I guess I though Shellpoint might be kind enough to send me a letter too. I had noticed they had found my payment ( SURPRISE, took CFPB to get involved ). I contacted Shellpoint last week asking for consumer complaint department. First day, I was told they close at XXXX , ok, I am 3 hours earlier. Next day, called again, " oh, we do n't have a consumer complaint department ''. Found the response letter on CFPB website, contacted and left VM messages FOUR ti mes this week, no response. If she is on vacation, someone else should pick up the call and return. I told her I did not want to re-dispute to CFPB as I know that is a very bad thing for Shellpoint. I was willing to resolve with her, now have to escalate, again. Closed as an isolated incident. Seriously, multiple things wrong. Good cover though. I feel for most people, who do n't understand this process. Oh, and CFPB does n't have many complaints about you as you have know way for people to easily know to complain to CFPB unless they go to a lawyer. And, you do n't have a complaint department. My complaints in XXXX and XXXX certainly did not get escalated through your normal channels. Fix your policies, procedures, training and customer service and give me a revised XXXX . I need to file my tax returns. I 'm not letting this go. If I have to file an amended return because of your incompetence, you will pay for it. CFPB, I am happy to help you with this company, I 'm an ex-regulator of mortgage industry, most of my current co-workers are ex-CFPB. Happy to share my knowledge.
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| 10/16/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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In approximately XXXX XXXX XXXX XXXX XXXXXXXX. I, ( XXXX XXXX ) started making the mortgage payments on this home located at XXXX XXXX XXXX. At that time, the mortgage company was Principal Residential Mortgage out of XXXX XXXX Iowa. The loan was in XXXX XXXX XXXX 's name. I had been granted permission by him in writing to communicate on his behalf regarding this loan. This loan has been serviced by many mortgage companys over the last twenty four ( 24 ) years. XXXX, XXXX, XXXX XXXX and now Newrez. I have kept these mortgage payments paid and insurance secured for this home ( in good standing ) for all of these years. The insurance was with American family for years and I changed insurance Companys a few years ago to XXXX. The insurance premiums has been paid through escrow. I received a letter from my insurance company XXXX stating that the premium had not been paid by Nerez Mortgage Company out of escrow and is going to lapse. Which by the way, I, XXXX XXXX have not missed any mortgage payments and was completely in good standing. I called Newrez to inquire about why they had not paid the insurance premium. They refused to talk to me and said i did not have authority to speak about this Loan number XXXX. In the mean time, Nerez sent a notice dated XX/XX/XXXX stating that they have not received proof of hazard insurance ( absolutely not true ) for this property and it has become necessary to place lender-placed insurance coverage on this property. The mortgage payment has been {$1100.00}. Now, our XXXX statement comes in the mail and they ( newrez ) is stating that our amount due for this month is {$2300.00}. This is a very serious issue and needs to be addressed. I have spent hours on the phone talking with different representatives at nerez mortgage company over the last few months. On numerous occasions the representatives told me that they would have a supervisor call me to get this resolved. This has not happened. The latest calls from me ( XXXX XXXX ) to nerez. i spoke with XXXX, XXXX, and others. They told me that all I need to do is e-mail confirmation of XXXX XXXX giving me permission to communicate regarding this loan and some one would be in contact with me within XXXX hours. I have sent multiply e-mails to different e-mail addresses starting XX/XX/XXXX th XXXX and still, I have not received any correspondence regarding this issue. Please help me!!!! Thank you XXXX XXXX
|
| 06/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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I am going through a very ugly divorce, my estranged husband joined a cult ( XXXX XXXX XXXX ). He filed a bogus lawsuit against XXXX, Newrez, the VA, etc... .I took over making the mortgage payments in XXXX when I discovered that he was not making the payments. I reached out to Newrez and was working with their legal team to help me protect myself and the mortgage. I was advised to place a security pin on the account so that he could not call in under me when I filed for divorce in XXXX. In XXXX the XXXX Police Department XXXX team removed XXXX from the house when an order of Protection was served against him. I have made every payment on time for the past few years since I took over the payments. I schedule my payments in advance due to my extensive travel schedule. I scheduled my XX/XX/XXXX payment in advance as I usually do, on XX/XX/XXXX, I received a call from Shellpoint mortgage stating that my payment was not made and I told her my payment was made back in XXXX. I looked on my bank account and did not see the money withdrawn. I went back on the website and the payment had been canceled. I immediately rescheduled the payment and spoke with another representative about what I could do to protect myself. I was advised that they could not stop him from accessing the loan account online because his name is on the loan. The part that hurt the most that Shellpoint would go months and months without reporting my positive payments but this one incident that I had no control over was reported immediately and it affected my credit score. I reached out to them and asked them to correct this as it was not my fault. I emailed them twice and called numerous times. I opened a dispute with the credit bureaus and nothing was done. I was told to schedule my payment the day I want it to come out, to keep him from canceling. I can't do that when i am overseas or traveling. I have tried refinancing but he would have to sign the documents. My attorney is back in court with a TPRO against my estranged husband as he has did this also with my bank account. I sent this over to Shellpoint Mortgage. The mark on my credit report will hurt me with trying to refinance as my credit has been affected. This is unfair to me as I make my payments and there is no way to help me against this man and the malicious things he is doing. I am asking for Shellpoint mortgage to remove the 30 day mark against my credit.
|
| 10/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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At the beginning of the pandemic, I have tried to speak to XXXXhellpoint Servicing Company, who are the servicers of my loan. I had initially requested a forbearance in XXXX which they had granted for 3 months easily. Then in XXXX I submitted a request for extension via their website portal. I had not received any response and in XXXX my account was past due. I called several times and finally spoke to someone that told me that the extension could not be processed because they were missing documents from me. I was not aware that I had to submit any documents, other than attesting my hardship which I did when submitting the request. On XX/XX/XXXX, I sent the documents. With no reply I kept sending them via fax and email. On XX/XX/XXXX, I finally received a response that the letter is not accepted due to it not having a signature. At this point the account is 2 months past due. I submitted it promptly and I received an email on XX/XX/XXXX, stating that there have been " several attempts '' to contact me, which is untrue. Finally on XX/XX/XXXX, I see in the web portal that the forbearance extension is processed but now the due date is 9 days away. I request for an extension for until XXXX at least. Through much back and forth, I was notified on XX/XX/XXXX, my extension was granted at the maximum that they allow, which is 6 months from XXXX. That means my account is now due again. I have tried to contact them regarding extending it further but there has been no response. Still to this date, XX/XX/XXXX, I have received no response, even though I have made several attempts to contact them.
I have been continuously trying to contact them and it is a very arduous process to have anything accomplished. They finally extended my forbearance for a month, but it took them a month to do so and now my payments are due again.
Their business practices are very frustrating as it is difficult to get anything accomplished within a sensible time frame. They consistently say that there has been " several attempts '' to contact me but that is untrue. I have been patient but with the forbearance payments past due I am forced to take action as it seems my efforts have been in vain. I know that the loan is not federally backed so it is not protected under CARES act, but I still would like to have a response in a timely manner so I can figure out what to do without having to worry about losing my home.
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| 12/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
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|
Web |
Servicemember |
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I am writing to bring to your attention a concerning matter involving Shellpoint Mortgage, the servicer for my loan with the following details : SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXX, TX XXXX Loan number : XXXX Over the past year, I have encountered significant challenges with Shellpoint Mortgage concerning their imposition of forced insurance on my property ( condo ). They assert that the XXXX XXXX XXXX XXXXs incorrect, prompting the placement of an additional policy. Despite my repeated attemptshaving sent them the insurance policy over XXXX timesShellpoint Mortgage persists in maintaining this forced insurance, which exceeds the necessary coverage.
My primary concern is that Shellpoint Mortgage may be exploiting this situation for financial gain, as they have yet to refund the imposed insurance charges, even after receiving documentation directly from the condo association confirming the accuracy and sufficiency of the XXXX XXXX XXXX.
This issue has resulted in an undue financial burden on my part, as I am currently responsible for XXXX separate insurance policies : the condo master policy, a XXXX personal policy for the interior, and the Shellpoint forced policy. The annual cost of the Shellpoint policy is a staggering {$5000.00}. Regrettably, my attempts to resolve this matter directly with Shellpoint Mortgage have been unsuccessful for nearly a year.
Additionally, I would like to bring to your attention that there have been several lawsuits settled with Shellpoint Mortgage on this same issue, indicating a recurring problem that requires immediate attention.
I kindly request your office 's assistance in investigating this matter thoroughly and facilitating a resolution. The enclosed documentation provides evidence of my efforts to comply with Shellpoint 's requests and the XXXX XXXX 's affirmation of the XXXX XXXX XXXX 's correctness.
Your intervention is crucial in securing a refund for the unjustly imposed forced insurance and addressing the potential financial misconduct by Shellpoint Mortgage. I am at a loss for further action and would greatly appreciate your guidance and support in rectifying this situation.
Thank you for your attention to this matter. I am hopeful that your intervention will lead to a fair and timely resolution.
I've also attached today 's request that was sent to Shellpoint. They have refused the documents for over a year.
|
| 03/05/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information is missing that should be on the report
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|
Web |
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For the second time, I have had to send the paperwork to Shellpoint to have me added to the loan. I was provided both times the paperwork from our family real estate attorney. I have to do work and spend time trying to get this done via phone call, via email to only never get a call in regards to this from supervisor or whomever is at the end of the loanservicing email. Now - after waiting 30 days, having to call multiple times to find out you're saying my LAWYER gave me the wrong papers, or just maybe you have them wrong. I don't. I want this loan to reflect my name and payment history. I want any and all loans reported correctly to all 3 credit bureaus. Also, as there has been money left over from all closings we've had, I am curious as to where my payments of 1/2 are. As I know legally they're issued to both owners- with an AND so therefore if my ex did anything improper, illegal- and you let him and executed this. Therefore- you both dud something illegal. I want my 1/2 of all monies to be sent via overnight delivery ASAP. I will be calling local authorities in regards to this complaint being sent today. I also requested how to have the deed corrected only to not be able to speak to anyone at all that knew how to do this - except of course for the only email they have, the good ol general loanservicing one that no one ever replies to. I have also sent my legal name change from XXXX to XXXX that was to be corrected on the loan and to be given my own pin as my ex wont give it to me. I have been waiting for weeks to get my " complaint call for a supervisor '' within 24-48hours to ever occur.
In summary- I want my name, XXXX XXXX XXXX on the loan papers where I am listed first to be on the loan. Next, all loans to be reported to all 3 credit bureaus.I want 1/2 the monies owed me from all the closings that I never received my 1/2 of- which is to be done and is confirmed sent to both of us. I want legal ramifications on all of these issues both with my ex as well as Shellpoint. And finally, to get me into physical contact with someone from legal about correcting the title/deed. Otherwise, you can be informed at the next closing as a surprise- but I am trying to go about it the right way and advise you and have us do the paperwork together with my attorney at XXXX XXXX XXXX.
I did try and attach the loan paperwork but the file was too large but I can send anytime requested.
|
| 03/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
|
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Shellpoint Mortgage Servicing, after a CARES Act, COVID-related forbearance, tried to get me to enter into a modification without providing me with information about the fact that my credit score would be ruined, and they reported me late on the forbearance amount without my written approval ( i.e., I never agreed to the modification ), and when I realized the XXXX point drop in my credit score occurred, I asked to have the amount on forbearance deferred, which should not result in an impact on my credit score. That deferment has been completed. During the entire process I have tried to explain this to XXXX through the dispute process, and with Shellpoint, to at least 7 people who all refuse to listen, and simply refer me to XXXX, claiming it is their problem. XXXX tells me it is the mortgage company 's issue, since they reported the modification and that resulted in the point drop. I am very frustrated that this has ruined my credit, which was approx. 125 point higher, and consistently in the very good to excellent category for the past 20 years, until this situation caused by Shellpoint occurred. Shellpoint Mortgage Servicing has also changed from XXXX, to NewRez, to Shellpoint and had many impediments to communicating with me, and vice versa for the past 2 years, exacerbating the situation. One of the specialists that I have worked with, XXXX XXXX, at Shellpoint confided with me that my situation is not atypical, and Shellpoint as a company is customarily doing the same thing to many of their customers, i.e., tricking them into accepting a modification and then condemning them to a dramatically damaged credit rating, which prevents them from seeking another loan from one of their banking competitors. This unfair business practice is a violation of the intent of the CARES Act, which was to allow relief to borrowers during the Global Pandemic, allowing them to reinitiate their payments after the emergency had passed, without detrimental affects on their credit rating, etc. I know I am speaking on behalf of hundreds, if not thousands of borrowers with Shellpoint who once had good credit, and are now stuck with this treacherous and predatory lender. I would like the CFPB to share this complaint with others so that they may avoid this lender, their deceptive practices, and indeed know that they have recourse with the CFPB 's protections and actions. Thank you for your help!
|
| 01/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/XXXX- I tried to pay my XX/XX/XXXX payment using the online services on NewRez website. When I selected the XX/XX/XXXX payment and the computer must have autoselected the XX/XX/XXXX payment, so when the payment went through, it was for two payments {$2100.00}. I only had enough money in my account for one payment. I called NewRez when it opened and was told by one of the representatives that the transaction would be cancelled and I could possibly resubmit the payment by the end of that day. That did not occur.
XX/XX/XXXX I received a credit of one payment to my account XX/XX/XXXX I called and spoke with a NewRez representative " XXXX. '' I told him that money was deposited into my account and that I was unable to pay my mortgage using the website. XXXX advised me to leave the money in my account over the weekend and that NewRez would recognize their mistake and take the money back out of my account.
On XX/XX/XXXX I called NewRez and was transferred to the XXXX XXXX side of the company. I spoke with XXXX XXXX who told me that I owed {$5100.00}. I was transferred ( escalated ) to XXXX XXXX who said he would return my phone call after he investigated my claims.
On XX/XX/XXXX I spoke with XXXX XXXX by phone ( XXXX ), who called me to tell me that I was behind three months because I had a NSF on XX/XX/XXXX. I asked XXXX XXXX why my XX/XX/XXXX payment was not credited to my account and why did I receive a payment credit to my account from NewRez. He did not have an answer. He said he would escalate my account and that someone would get back with me. I asked him why I could not pay my mortgage online and he said that there wasn't any restrictions.
I attempted to pay my mortgage online XX/XX/XXXX and was unsuccessful. I received a message that stated that my account was more than 3 months overdue for payments.
XX/XX/XXXX sent a paper check to the payment address in XXXX. When I returned home, I received certified mail that stated the correspondence was " Notice of Default and Intent to Accelerate ''. The letter states that I owe a sum of {$5100.00}. This sum includes late fees from another lender that were in dispute, because just like this lender, the past lender accused me of not making payments when I did. The previous lender also tried to charge me for attorney fees when it was determined by CFPB that I was correct. The letter states I have 45 days to cure.
|
| 08/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
NewRez/Shellpoint. I have been current in all my mortgage payments. I received a call early Saturday morning telling me Shellpoint Servicing for NewRez was calling to collect a debt which could result in foreclosure but he did not know exactly for what or how much. After I asked several questions I deduced it was the mortgage payment. I called the number he gave me on Monday and got nowhere. In fact, I called all the numbers I could find on the internet and got me nowhere. I finally got a reply when I complained on XXXX. They purchased my loan, I got a letter and set up auto pay with my bank but they never sent me any statements after that. They never picked up my insurance coverage with the last lender but were charging me {$800.00} per month for the last 4 months for insurance that I already had on the house. The house payment is {$1100.00} per month.They were sending the statements and all mail to this vacation home in which no mailed is delivered to anyone up there. They are still sending me emails that I owe them this money after I have cleared this up with them. I recall a loan, 3 years ago on my primary house, also sold to them and they were charging me {$1000.00} per month for insurance I already had. It got so bad I just refinanced with another lender. NewRez and Shellpoint are basically the same company however I found one side does not know what the other side is doing. In my opinion, it is a scam they have going to foreclose on people that do not understand the industry. NewRez/Shellpoint should be contacted and instructed to stop charging outrageous fees for home insurance 4 months after the fact when they have not done their due diligence to make sure they have acquired proof of insurance from the last lender and the mailing address is correct. They have a copy of the deed which shows the correct mailing address so they have no excuse. Odd they contacted me by phone after charging me for 4 months for home insurance, {$3200.00}, instead of calling me in the first place. I would not be surprised if other homeowners paid their fees just to get them from harassing them further and fear of foreclosure. This is a horrible way to do business and have never had this issue with any other lender.
I would think this would be against Fair Lending, U.S. Department of Housing and Urban Development ( HUD ), Full Disclosure laws and the Department of Real Estate laws.
|
| 05/11/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
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|
We closed on the refinance of our home the end of XX/XX/XXXX. We do live in a flood plain and have had flood insurance since we purchased the home in XXXX. Our refinance was done by XXXX XXXX XXXX and was transferred to XXXX XXXX in XXXX and then on to NewRez in XX/XX/XXXX. The flood insurance was figured into the closing, the amount that we had been paying for 8 years, but during the refinance, we had an appraisal and our home appraised out at a higher rate. The end of XXXX we heard from NewRez stating that they had no evidence that we had flood insurance and if we couldnt provide proof, they were going to place lender-placed flood insurance. I immediately sent them the paperwork and approximately 3 weeks later, they sent paperwork back stating that it wasnt enough insurance on the house and we needed to increase the flood insurance. I contacted my insurance agent and she increased the amount and sent out the new paperwork but because they have several addresses she sent it to the wrong one. Therefore, approximately 3 weeks later I received another letter stating they were placing lender-placed flood insurance. So, I called them, explained what happened, sent the the updated paperwork and thought everything was fine. My flood insurance policy has to be renewed every year and the renewal was coming up the end of XX/XX/XXXX. I received a statement from my flood insurance policy stating that my flood insurance had expired. So, I called NewRez and asked them why they didnt pay it and they said they didnt know it was to come out of escrow, even though I have the closing paperwork that proves otherwise. So, they took the money out of escrow and paid it. I thought it was straightened out. Then, about 1 month ago, I received paperwork of an escrow analysis for the coming year and they had the lender-placed flood insurance included in the escrow analysis for the year. So, I called them again and they said they fixed it, and about 3 weeks later I received an updated escrow analysis. But, they are still charging me for lender-placed flood insurance from XX/XX/XXXX through XX/XX/XXXX because the insurance wasnt at the higher rate that we changed it to when it was renewed. I feel that I should not have to pay this since I had flood insurance on the home at this time. I feel that because they have made so many mistakes, I just want to make sure that what they are doing is right.
|
| 11/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
Hello, I purchased my first home approximately XXXX XXXX ago. I have NEVER been late or refinanced since Ive had the loan. I did file XXXX however, I NEVER included the mortgage company! I NEVER selected a mortgage company of my choice. I started with a reputable mortgage company, and the company has changed since I purchased those XXXX ago XXXX times. During my financial hardships the past XXXX XXXX, Ive NEVER defaulted on the loan! Payments were in regularly WITHIN the grace period of XXXX XXXX! Last year, end of XXXX my mortgage increased {$300.00} & Ive NEVER been late! This mortgage informed me by letter that I have an Escrow Shortage againand it was because of my property taxes! Now, XXXX, XXXX, I receive another letter and I called. My escrow is SHORT AGAIN AND MY MORTGAGE IS INCREASING ANOTHER {$100.00}! I HAVE NEVER HAD MORE PROBLEMS THAN NOW SINCE IVE BEEN WITH THIS COMPANY! How can you not explain to me WHY THIS HUGE INCREASE SINCE XXXX? A {$400.00} INCREASE IN MY MORTGAGE IN XXXX XXXX? AN EXCELLENT CUSTOMER DESPITE WHAT THEY SAY ABOUT A PAST XXXX & THE COMPANY STILL RECEIVED THEIR PAYMENTS EVERY XXXX??? I could have refinanced and I was in the process but had to hold it due to family reasons. As soon as this the mortgage company found out, they harassed me to refinance with them! I DID NOT!!! AND NOW THEY ARE HARASSING ME WITH STATING MY ESCROW IS SHORT? How??? THEY ARE A SCAM AND FRAUD!!!! IVE HAD NOTHING BUT MONEY SHORTAGES SINCE THE OLD MORTGAGE COMPANY MOVED AND IT WAS SOLD OVER THE PAST XXXX XXXX I CANT KEEP PAYING THIS HIGH MORTGAGE AND I DO NOT WANT THIS SCAM COMPANY ANY LONGER!!! Its very sad!!! IVE NEVER HAD THIS PROBLEM BEFORE WITH THIS HUGE ESCROW SHORTAGE!!! Imagine what they are doing to customers of low-income, poverty families? What about diversity and inclusions in communities? What about loyalty of customers who make their payments despite whats going on in their lives? YOU DONT KNOW WHAT FAMILIES ARE GOING THROUGH! WE DONT REACH OUT TO TELL OUR PROBLEMS BUT WE TRUST OUR MONEY IS SAFE WITH THE MORTGAGE COMPANY AND THEY ARE DOING RIGHT BY US XXXX!! NOT THIS COMPANY! I need to know consumer financeDO I NEED AN ATTORNEY? PLEASE HELP!!!! Take a look at my loan and see how Ive NEVER BEEN LATE!! HOW IS MY ESCROW SO SHORT WITHIN A XXXX AGAIN??? I NEED HELP CONSUMER FINANCE!!! I PAY TAXES AND I AM A UNITED STATES CITIZEN!!! I HAVE RIGHTS!!!
|
| 08/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/XXXX, I submitted a CFPB complaint number XXXX regarding my mortgage dispute with Shellpoint/Newrez.
On XX/XX/XXXX The above mortgage servicer filed a motion in court in order to modify my automatic stay.
In this motion they alleged I owe {$1800.00} for XXXX XXXX XXXX, and one payment of {$1900.00} for a total of {$5600.00}. Additionally they were alleging attorney 's fees of XXXX. I believe this motion was filed in retaliation for filing the CFPB complaint.
On XX/XX/ Shellpoint submitted derogatory mark on my credit report.
On XX/XX/2023The Bankruptcy judge granted the removal of the Bankruptcy XXXX XXXX based on the above allegations of shellpoint/newrez.
The company 's response the the above complaint relates that the company submitted a response regarding my loan modification to my bankruptcy attorney. However, My bankruptcy attorney indicates they did not receive any mail from them regarding the alleged correspondence in their response to my complaint.
In the previous complaint I alluded to this company being a predatory entity. They are predatory in that they seek Bankruptcy accounts and rack up fees when you do not notice by weaponizing the CFPB and Bankruptcy rules to do so. For example their alleged letters say their loan modification is " streamlined '' but it is not based on the actions of this company is strictly for show so that " on the face '' no one sees their violations of CFPB rules and regulations and they can not dig deeper into the matter. The company seeks these bankruptcy accounts because they are in bankruptcy, who's going to believe those account holders??? I have a strong belief shellpoint tell the attorneys for these accounts " you guys want your attorney fees? you better go get them! '' The more games they play by making this mortgage company save money by screwing over the consumer and saving them money the more they get paid. Regarding the Bankruptcy rules. The no contact rule for collection actions is supposed to be a protection for the consumer. Shellpoint weaponizes this by pretending they are stupid and saying " Oh we can't contact you, so when when have to respond to a loan modification we will say we sent it to his attorney. We will win because you are in bankruptcy. '' That is just one example of the nonsense these people are getting away with and who knows how many people they are doing this to as well.
|
| 03/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
This complaint is in response to an additional issue with our mortgage servicer NewRez dba Shellpoint as we just received an additional document this week on XX/XX/XXXX.
On XX/XX/XXXX, we received a mortgage statement from NewRez DATED XX/XX/XXXX with a PAYMENT date of XX/XX/XXXX, XXXXwith a Payment due amount of {$810.00}. This statement was inconsistent with Official Form 410S1 filed on XX/XX/XXXX with the United States Bankruptcy XXXX for the XXXX XXXX XXXX North Carolina by XXXX XXXX XXXX of XXXX XXXX XXXX on behalf of NewRez. Official Form 410S1 stated that beginning XX/XX/XXXX our mortgage payment would be {$940.00}.
We had previously received a Mortgage Statement DATED XX/XX/XXXX with a PAYMENT date of XX/XX/XXXX which stated our payment amount was {$920.00}.
We were issued two statements with a XX/XX/XXXX, XXXX due date, with two different Escrow payment due amounts.
Furthermore, on XX/XX/XXXX we received a letter due to our previous CFPB complaint from XXXX XXXX of the NewRez Compliance Department. Please see this letter that was sent to us through the CFPB portal and attached in this current complaint.
XXXX XXXX letter was inconsistent with Official 410S1 filed with the United States Bankruptcy XXXX for the XXXX XXXX XXXX North Carolina by NewRez and the Mortgage Statement we received dated XX/XX/XXXX.
We demand these complaints below to be answered in their entirety.
1. Why did we receive two Mortgage Statements with a Payment due date of XX/XX/XXXX and why did the statements show two different escrow amounts.
2. As Official Form 410S1 was filed by NewRez with the bankruptcy court and which stated our new mortgage payment would be {$940.00} beginning XX/XX/XXXX, why did Ms. XXXX state in her attached CFPB complaint response, state that our payment due for the XX/XX/XXXX installment in the amount of {$830.00} less the {$25.00} in unapplied funds from the return payment fee being waived?
3. As Official Form 410S1 states that our payment beginning XX/XX/XXXX, XXXX would be $ XXXX how did did Ms. XXXX XXXX the new payment amount of {$830.00} beginning XX/XX/XXXX and why does this directly contradict Official Form 410S1.
4. Why is the ESCROW DUE AMOUNT on our Mortgage statement dated XX/XX/XXXX, XXXX show an ESCROW PAYMENT DUE OF {$240.00} 33 however Official Form 410S1 filed one month prior states the ESCROW PAYMENT DUE is {$350.00}.
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| 12/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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IN XX/XX/XXXX I RECEIVED A FIRST MORTGAGE FROM XXXX XXXX FOR A NO DOC LOAN TO PURCHASE A CONDOMINIUM IN XXXX FLORIDA. I MADE REGULAR PAYMENTS UNTIL THE REAL ESTATE CRISIS OCCURRED IN XX/XX/XXXX AND THEN BEING IN THE REAL ESTATE BUSINESS MY INCOME FELL TO NOTHING. I COULD NO LONGER MAKE PAYMENTS. AS SOON AS THEY ACCELERATED THE LOAN I APPLIED FOR A MODIFICATION AT THEIR INVITATION. THAT PROCESS TOOK TWO YEARS AND I WAS DENIED.
THE BANK THEN AGREED TO A SHORT SALE AND WHEN I RECEIVED AN OFFER THE BANK CHANGED THEIR MIND AND REFUSED TO SELL THE CONDO ON A SHORT SALE. THIS TOOK A COUPLE OF YEARS TO PLAY OUT.
I THEN WENT TO MEDIATION WITH THE BANK AND THEY AGREED TO A DEED IN LIEU OF FORECLOSURE. MY ATTORNEY PREPARED AND SUBMITTED THEIR APPLICATION AND THEN THEY CHANGED THEIR MIND AND DID NOT ALLOW IT.
I THEN SUED THE BANK FOR PREDATORY LENDING AND RECEIVED A DEFAULT JUDGEMENT BECAUSE THEY DID NOT APPEAR IN COURT. THE JUDGE SET THE FORECLOSURE ACTION ASIDE.
FIVE YEARS LATER I SUED TO SET THE MORTGAGE ASIDE AFTER THE 5 YEAR STATUTE OF LIMITATIONS EXPIRED WHILE THERE WAS NO FORECLOSURE ACTION IN PLACE BY THE BANK. THE JUDGE RULED IN MY FAVOR AND THE MORTGAGE WAS SET ASIDE AND CANCELLED.
THE BANK THEN APPEALED TO THE FEDERAL COURT TO HAVE THAT DECISION SET ASIDE. THE FEDERAL COURT JUDGE REVERSED THE STATE COURT RULING. WHILE THAT ACTION WAS PENDING THE SUPREME COURT OF FLORIDA RULED THAT ALL SUCH ACTIONS WERE TO BE PUT ON HOLD UNTIL THEY RULED ON THE 5 YEAR STATUTE OF LIMITATION. TWO YEARS LATER THEY CHANGED THE LAW IN FAVOR OF THE BANKS AND RULED THE 5 YEAR STATUTE DID NOT APPLY BECAUSE THE MORTGAGES WERE STILL ON RECORD THEY COULD FORECLOSE A SECOND TIME.
IN XX/XX/XXXX EIGHT YEARS AFTER I STOPPED PAYING ON THE MORTGAGE, I REAPPLIED FOR A MODIFICATION WITH THE MORTGAGE SERVICER, SHELLPOINT MORTGAGE SERVICING, AT THEIR INVITATION. I HAVE SUBMITTED EVERY DOCUMENT THEY REQUESTED OVER AND OVER AND AFTER MONTHS GO BY THEY AS FOR THE DOCUMENTS AGAIN BECAUSE THE DATES ARE TOO OLD. THEY HAVE DONE THIS SEVERAL TIMES THIS YEAR. THEY NEVER GO TO LOAN COMMITTEE.
I HAVE REQUESTED THEY REDUCE THE MORTGAGE BALANCE TO AN AMOUNT THAT I HAVE THE ABILITY TO PAY DUE TO THEIR MAKING THIS NO DOC LOAN TO ME WHEN THERE WAS NO WAY I COULD HAVE QUALIFIED WITH NORMAL DOCUMENTATION. I AM PREPARED TO BEGIN PAYING THE MORTGAGE WHEN AND IF THEY SETTLE WITH ME ON A REDUCED MORTGAGE AMOUNT.
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| 08/07/2017 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Shellpoint Mortgage Servicing handles my 2nd mortgage payment of {$140.00}. I called them XX/XX/XXXX to inform them that I had overpaid this debt and wanted to settle it as " Paid In Full ''. The reason for the call was that I no longer had income and had lost my employment on XX/XX/XXXX. Between the XX/XX/XXXX and XX/XX/XXXX, I took the time to read over the Servicing agreement I had established with XXXX in XX/XX/XXXX. Upon adding up the total payments, they totaled over {$23000.00}. The original note was {$15000.00}. XX/XX/XXXX, XXXX modified the loan and reduced the payments from {$200.00} to {$140.00}. Following that reduction, I filed Chapter XXXX and DID NOT include XXXX in the bankruptcy. The XXXX debt was " Reaffirmed '' ( XX/XX/XXXX ) since I wanted to keep my primary resident. The {$140.00} was made to XXXX until XX/XX/XXXX. At that time, I received a letter dated XX/XX/XXXX stating that the Servicing has been transferred from XXXX to XXXX XXXX XXXX. XXXX is Shellpoint Mortgage Servicing. The notice also stated " The transfer, assignment or sale did not affect the terms '' According to Shellpoint, I owe {$7200.00}. Upon the transfer, Shellpoint claims the balance was {$13000.00}. From XX/XX/XXXX-XX/XX/XXXX, I paid {$200.00} monthly and most of that in a timely manner. {$6200.00} minimum. Of which I paid {$5100.00} of interest during that period. From XX/XX/XXXX til XXXX letter XX/XX/XXXX, I paid XXXX over {$10000.00} From XX/XX/XXXX til XX/XX/XXXX, I 've paid XXXX/Shellpoint over {$6100.00}. If you include the Originating date XX/XX/XXXX-XX/XX/XXXX, that 's another {$6200.00} to add. Total payments to XXXX/Shellpoint. {$23000.00}. This amount does not include payments above the minimum required. Please note : This loan was modified to zero ( 0 ) interest. Also, in my research, I 've found that there is a class action suit against Shellpoint for this same issue of collecting more than what 's due. Shellpoint sent a letter dated XX/XX/XXXX after I ask for a payment history which stated I owe them {$7200.00}. Shellpoint keeps insisting that the loan was discharged through Chapter XXXX. Which is not true. This loan was " ReAffirmed ''. Because it was modified before I filed Chapter XXXX. Upon calling Shellpoint, they insist that the payments went to Bankruptcy court and I continue to tell them " You do n't make payments to court under a ChapterXXXX. ''
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| 09/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am writing to inform you of the unfortunate set of circumstances that lead to my home loan ending up in a foreclosure.. I was laid off in XXXX. I called XXXX XXXX XXXX immediately after I was given the news that I was laid off.. I was concern for I was never late and I wonder if there was a program or any type of help that could help out until I found a job and make the new income adjustment work. I will never forget how this day has changed my life.
I spoke to a customer service to a gentleman by the name of XXXX XXXX was very accommodating. He went on to tell me that there was nothing to worry about because the government had just signed " bailout money " for borrowers like me. He mentioned that in order to qualify for 2 % modification all I had to do was to miss three payments. I went home and told my husband and he was very reluctant. I went on and miss the payments. I did not hear anything from the bank for months. Shortly after I received a forbearance letter asking for all the money that I had missed.
After paying the three payment on trial period the modification disappeared. The two subsequent payments were never found. I applied for a modification again four times. All documentation was sent in. I was denied four times with out an explanation. My marriage ended because all the stress.
Since XXXX XXXX XXXX advised me to skip my mortgage payments, they quickly transferred the loan to XXXX and then to Shell point. I feel I was defrauded by my bank. I am also victim of predatory lending. I must comment that XXXX XXXX XXXX rewarded employees for denying applications and referring customers to foreclosure, according to the statement. A collector by the name of XXXX said who placed ten or more accounts into foreclosure in a given month received {$500.00} bonus. Other rewards included Gift cards retail stores or restaurants, said XXXX and XXXX XXXX.
Who worked as a collector from XXXX to XXXX.
original publication XXXX XXXX XXXX XXXX This loan was based on stated income and had apparently an inflated appraisal.
I I am requesting the wet ink note be provided. Signature appears to be forged.
I have done a forensic review.
I also want an explanation about my note and mortgage which is owned by XXXX XXXX.
Please explain to me how XXXX XXXX can maintain that they own the note if Shell point also is claiming ownership .I need this matter resolved.
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| 02/08/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XXXX of 2022, I was approved for a loan modification after exiting the COVID-19 special forbearance. With the assistance of the CFPB and VA mortgage helpline, XXXX XXXX XXXX offered a loan modification. Some of the terms of the modification were that XXXX would submit to the VA a request for a partial claim payment, and offer an interest rate of 4.375 %. Despite processing the loan modification, XXXX, and now Shellpoint has refused to accept online payments, and " lost '' several checks I sent in as payment. I have previously documented these issues with the CFPB, yet XXXX continues to refuse to offer an efficient and modern way to pay my mortgage.
In XXXX 2022, servicing of my loan was transferred to Shellpoint. When the loan was transferred, XXXX failed to notify the new servicer of the partial claim payments, or any payments I had made on the mortgage, resulting in Shellpoint calculating an alleged debt of {$88000.00} as of this writing. I received a notice from a law firm threatening foreclosure, despite the fact that I had requested Shellpoint and XXXX update the data regarding my mortgage in their respective systems, and that I am currently undergoing the loss mitigation process with Shellpoint.
I have received and returned loss mitigation documents to Shellpoint. In these documents, I explained that the past due balance was due to XXXX failing to provide the proper documentation upon transfer of the loan. I also enclosed a home inspection report that listed several defects with the the home that affect its habitability and marketability and stated that I had plans to sell the home in the near future, but would need to convince the builder, XXXX XXXX XXXX to fix those defects first. An SPOC person at Shellpoint, XXXX XXXX, requested information that is not required per the documents I had received but did not comment on the other issues I had raised. She requested two months of bank statements, which because of the fact that I am on VA and SSDI are not required, as well as information which I had already provided in the loss mitigation packet regarding my desire to sell the house. In previous emails to XXXX, I had also explained the situation with XXXX not providing proper documentation, and encouraged her to contact my assigned loan technician at the VA, XXXX XXXX. To the best of my knowledge she never did, and those emails were not replied to.
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| 04/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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XXXX has said several times that the debtor has 100 % free reign and absolutely no accountability to the credit bureaus. XXXX has said numerous times that no matter what the creditor has agreed to in writing, on phone, or what the paper trail says, that the creditor can say otherwise, and XXXX will never under any circumstances counter this false information or contradictions by creditors. In insurance and financial arrangements, the business is held to what they put in writing and agree to, but XXXX has even not made any efforts when Shellpoint previously falsely reported that I had a XXXX mortgage and agreed to fix the mistake. Clearly if XXXX makes money and is only in business to blindly agree with creditors then they should return the billions made and not be a business because being a do nothing lap dog for creditors is something well... a dog could do. See below and what should be fixed on credit report immediately. Brought to attention of XXXX and well see if what they have said and what I am reporting here is true to the extent that I say.
Shellpoint Mortgage previously had a XXXX XXXX mortgage that never existed on my credit report, had lates that were fixed and never existed, and now is reporting 120-day lates that never occurred as mortgages were in forbearance and then transferred to loan modifications. The recorded correspondences ( numerous ), paperwork doing loan modifications, and email correspondence show in every aspect that there were no late payments and loans are current. I have a XXXX wife from XXXX XXXX XXXX I have to support, and a XXXX child and these sloppy errors massively affect my business and ability to move forward as a result of COVID as credit scores make or destroy reputation and business alliances. This needs to be resolved immediately as this unprofessional sloppiness and the months it took for Shell Point to fix the previous XXXX XXXX mortgage balance that never existed, and previous false lates created lots of damage. These 2 false 120-day lates on 2 mortgages that were approved for loan modifications and more, caused considerable damage. Should these false late payments not be resolved immediately I will more aggressively make it my mission to do massive social media and online campaign to bring forth thousands of other Shellpoint mortgage customers for a class action lawsuit and complaints to banking commissioner.
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| 01/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My original complaint on XX/XX/XXXX ( # XXXX ) was closed yet the issue is still not resolved so I am opening a second complaint for the same issue. This was my first complaint : There were so many issues with the closing of my loan. First off, the disclosure had the incorrect rate. Then contrary to my request another disclosure showed that I would be receiving cash back at closing. That happened twice ... My frustrating situation was escalated to a loan processing manager- XXXX XXXX XXXX As the disclosure was still showing I would be receiving cash back and the process to get it fixed is quite time consuming once again delaying the closing, he offered me a {$200.00} Visa Gift card to instead apply the cash back towards principal. I accepted the offer to move forward with the loan with the disclosure as it was. This was in XX/XX/XXXX. About a month after my loan closed I followed up with XXXX to see about the gift card as I had not received it yet. He let me know that it was pending approval in accounting. About 3 weeks later I followed up again with no response ... A month later I reached out again with no response. Another month later I reached out ( XX/XX/XXXX ) and he said he was under the impression the gift card was already mailed out and that he would ensure it goes out that week. Still no gift card after that communication. In XXXX I contacted him again. He wrote that he had reached out several times for my gift card. To this day ( XX/XX/XXXX ) I still do not have the promised {$200.00} Visa gift card. It has been 6 months now since the closing of my loan. I feel I have been falsely promised something I would never receive just so I would agree to move forward with my loan without having the final disclosure updated again. In spite of that, at the end of my refinance I had 5 different versions of my closing disclosure!
This is the response by New Rex to my complaint stated on XX/XX/XXXX : Ms. XXXX, On behalf of NewRez Processing Management Team, we apologize for the delay and oversight in sending your {$200.00} courtesy gift card. As you have requested, we have mailed your gift card on XX/XX/XXXX. Our offering of the gift card was due to your unsatisfactory experience with delays in closing your loan.
It has been well over a month now and I still have not received the promised {$200.00} gift card. What is going on? This is beyond ridiculous now
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| 10/06/2020 |
Yes |
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- Trouble during payment process
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Web |
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Hello- I was given this contact to hopefully provide assistance.
Timeline of events : I bought a home in XX/XX/XXXX and used XXXX XXXX XXXX. They sold my mortgage to NewRez/Shellpoint. My Credit score was XXXX My 1st payment with NewRez/Shellpoint was XX/XX/XXXX I pay all my bills through XXXXXXXX XXXX XXXX XXXX XXXX Bill Pay New Rez stated they didnt get my XXXX payment, my 1st payment through my banks autopay I supplied proof of my ACH autopayment to New Rez. My banks fraud department also reached out to New Rez In XXXX, my XXXX payment was found by New Rez/Shellpoint and applied.
My Credit report show 30 days late payment for XXXX New Rez received my XXXX payment by ACH autopay and it was applied New Rez states they did not receive XXXX ACH autopayment I supplied them with proof of ACH auto payment from my bank New Rez did not correct my account They received my XXXX payment auto payment and applied it to my XXXX payment.
My credit report now shows 30 days late for XXXX, 30 days late for XXXX, and 60+ days late for XXXX I provide proof of all my on time payments to New Rez for XXXX, XXXX, XXXX, and XXXX I check my credit score in XXXX and its dropped to XXXX I make dozens of calls to new rez that have no results I am asked to send in more documentation of payments and find out the email I was told to use does not support attachments Actions I have taken : I have made numerous calls to NewRez/Shellpoint I have made dozens of emails to New Rez/Shellpoint I have provided my banks ACH transactions showing on time payments I have contacted the Cooperate Compliance attorney for XXXX XXXX who sold my loan to NewRez/Shelpoint On XX/XX/XXXX I have contacted the Indiana Attorney General and filed a complaint On XX/XX/XXXX I filed a complaint with the Indiana division of consumer finance On XX/XX/XXXX I filed a complaint with Federal Division of consumer finance On XX/XX/XXXX I contacted Indiana state senator with concerns of ethical practices of mortgage lender On XX/XX/XXXX I contacted Indiana congressional representative regarding concerns of ethical practices of mortgage lender On XXXX have filed disputes with XXXX and XXXX On XX/XX/XXXX I completed brief internet search and found 100s-1000s of complaints to XXXX XXXX XXXX in various states with complaints exactly like mine regarding NewRez/Shellpoint My name is XXXX XXXX My contact is XXXX XXXX XXXX
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| 04/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Good Morning- Since XXXX my monthly mortgage has been {$720.00} every month with no changes until Shellpoint servicing took over this alone. Then it went up to {$930.00} due to forced lender insurance placed. Now that we have those charges lender placed insurance fees were refunded to my escrow, and an updated escrow analysis, my statement is showing that my monthly payment will be {$780.00} and that the escrow balance should be {$1100.00} ... when my XXXX property taxes were only {$460.00}.
County Tax XXXX COUNTY {$460.00} XX/XX/XXXX XXXX According to the federal websites I am reading, Shellpoint should not be requiring more than 1/6 of a cushion in my escrow over what was actual due.
There is no reasons my mortgage should continue to increase for another entire year and Shellpoint collect additional funds from my monthly payment to float in escrow that FAR exceeds my annuall property tax. My escrow should only be for property taxes and not other amounts of fees.
They placed forced lender insurance after sending statements to the wrong address for months when I did indeed have insurance ... now it seems they are using the additional insurance fees in their escrow analysis calculations to increase my escrow unnecessarily. There has never been any lapse in any insurance coverage for my condo or through my HOA, so Shellpoint 's mistakes should not be used against me financially. Are they trying to increase my escrow to grain more capital?
( 5 ) Cushion. The cushion must be no greater than one-sixth ( 1/6 ) of the estimated total annual disbursements from the escrow account.
( ii ) Charges during the life of the escrow account. Throughout the life of an escrow account, the servicer may charge the borrower a monthly sum equal to one-twelfth ( 1/12 ) of the total annual escrow payments which the servicer reasonably anticipates paying from the account. In addition, the servicer may add an amount to maintain a cushion no greater than one-sixth ( 1/6 ) of the estimated total annual payments from the account. However, if a servicer determines through an escrow account analysis that there is a shortage or deficiency, the servicer may require the borrower to pay additional deposits to make up the shortage or eliminate the deficiency, subject to the limitations set forth in 1024.17 ( f ).
Sincerely, XXXX XXXX property XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX
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| 10/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I applied for a cash-out refinance with NewRez on or around XX/XX/2021. I wanted to take out {$30000.00} in cash to pay for improvements, including a new AC unit and some kitchen renovations. During the process, I asked my loan officer what would happen to the escrow funds on my now-previous loan, and was told by my loan officer that I would be refunded these funds after closing.
After this point, my wife and I began getting estimates for a new AC unit and other home improvements. In mid-XXXX, I received an updated Closing Disclosure that indicated I would be receiving {$26000.00} in cash out instead of {$30000.00}. I emailed my concerns and my new loan officer ( who had replaced my initial loan officer ) called and told me that the amount had changed because, in part, I had to pay for the escrow on my new loan up front. I reminded my new loan officer that the previous loan officer had told me I would get a refund for my previous escrow funds, which at that point had totaled {$3400.00}. I asked if I would still be refunded this amount after closing. He confirmed I would. Because I was not getting the cash out that I expected, this refund meant I would still have {$30000.00} for the improvements we had budgeted.
I signed closing papers for my loan on XX/XX/2021. Except for the cash out figure rising slightly to {$27000.00}, I did not notice anything unusual during signing. My loan funded on XX/XX/2021 and the funds hit my account the following day.
On XX/XX/2021, I sent the senior loan processor on my loan an email asking when and how the refund from my previous escrow account would arrive, as had been promised to me. The processor claimed I had signed a document during closing that authorized NewRez to apply my previous escrow funds to my loan payoff. The processor sent an unsigned copy of this document, which I do not recall seeing before. My wife and I both went through my loan file provided to us by the notary several times and could not find a copy of this document.
So, first, I was told I would receive {$26000.00} cash out + {$3400.00} escrow refund for a total of {$30000.00}. We ended up getting {$27000.00} and no escrow refund. Even if I signed the paper NewRez claims I did -- and I DON'T believe I did -- where did the other {$3000.00} go?
As a result, we now are forced to cut our home improvement budget by 10 % or take out a second loan.
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| 12/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My mortgage account, which was originally with XXXX XXXX XXXX and has now been transferred to NewRez. I have noticed a significant discrepancy in my escrow account that has left me puzzled and dissatisfied with NewRez 's handling of the situation.
Initially, with XXXX XXXX XXXX, my escrow amount was approximately {$660.00}. However, upon reviewing the documents provided by NewRez, I discovered a XXXX document that indicated an escrow amount of around {$660.00} for upcoming months. To my surprise, when I proceeded to make my mortgage payment, the system displayed a much higher amount, approximately {$760.00}.
In an attempt to seek clarification and resolution, I reached out to NewRez through their online messaging portal. Unfortunately, the response I received from the agent was far from satisfactory. The agent stated, " I can not find the other analysis that changed the payment, '' which left me feeling both frustrated and confused.
I then questioned the agent about NewRez 's responsibility for providing timely information about any increases in my monthly payment. Regrettably, the agent 's response was disheartening as well. They informed me that the escrow analysis had been conducted by my prior servicer and was sent to me by them. NewRez is not responsible for you not having received that from your prior servicer.
In an attempt to escalate my concerns, I utilized the " Contact Us '' option on the NewRez portal and submitted my question. However, it has been more than five days, and I have not received any response from them.
In a final attempt to gain clarity, I called NewRez today to inquire about the increased payment amount. Unfortunately, the information provided was limited. The representative I spoke to indicated that the escrow details were inherited from XXXX XXXX XXXX and increased to {$760.00}, but they could not provide any specific details or explanations. Additionally, I was informed that it could take up to 60 days to recalculate the escrow, leaving me in the dark about the reasons behind this increase.
My escrow account primarily covers insurance and property taxes, which, when divided monthly, should amount to approximately {$660.00}, based on the details I have from my insurance and property tax records. I remain perplexed as to why NewRez has increased my monthly payment without providing a clear and satisfactory explanation.
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| 10/23/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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NewRez bought the mortgage on our loan and sent us a letter stating where the payments should be sent. The initial paperwork listed an account number of XXXX and after we sent the payment, the next mortgage payment had account number XXXX. We made payments for the mortgage but were then harassed with numerous phone calls, emails and letters stating that we were behind on our mortgage payments.
On XX/XX/2023, Amount : - {$3100.00} Sent to : Shellpoint Mortgage Servicing Posted Date : XX/XX/2023 Transaction Type : ACH PMT Original Description : NEWREZ-SHELLPOIN ACH PMT XXXX On XX/XX/2023, CHECK # XXXX - Account Number- XXXX Checking XXXX Posted XXXX XXXX, Amount {$3200.00}.
On XX/XX/2023, Amount : - {$3200.00} Sent to : XXXX Posted Date : XX/XX/2023 Transaction Type : ONLINE PMT Original Description : NEWREZ LLC ONLINE PMT XXXX Additional Details : ACH WITHDRAWAL Throughout the time in question, we have received emails, telephone calls and regular mail stating our account is behind or that we missed a payment. When we tried creating an account with NEWREZ online, we had two account numbers we were provided and it took numerous phone calls to finally receive the account number XXXX. We have attempted calling to resolve the issue with NewRez and each time we are told that the company will launch an investigation to the issue and that our record in NewRez will be annotated as being paid and under investigation. We were never given any transaction/account verification that the investigation occurred. We continued receiving telephone calls stating we were late or behind on payments. And our record did not have any notes on it regarding an investigation which we would spend over an hour explaining the issue and told that someone would look into it.
We have updated XXXX XXXX XXXXXXXX XXXX 's Bill Paying account to reflect the address and the account number as provided by NEWREZ. I am still receiving letters and emails stating that my account is behind and that I missed payments. I have sent NewRez copies of my bank statements and payment information to show that I have made the payments.
As a XXXX XXXXXXXX veteran, I maintain my credit standing to ensure I retain my security clearance and do not take risks that would place my credit standing in any negative position. Having a financial institute state that I am late or behind on payments would do so.
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| 06/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was transferred to Shellpoint Mortgage Servicing from XXXX mortgage servicing in XX/XX/XXXX. Prior to my loan being with XXXX it was with XXXX XXXX XXXX. Whenever I made any extra payment on my loan, regardless of if there were late fees or any other outstanding fees due, i was always told by both XXXX and XXXX agents that the extra I paid would go into a suspense account. I always had fees owed with both XXXX and XXXX and they never subverted my extra payment into fees.
On XX/XX/XXXX I contacted Shellpoint to ask questions about my escrow and during the call I asked what amount did i have in suspense. I knew there should have been an amount there because for the past several months we had paid over our mortgage payment. To my surprise and astonishment the Shellpoint agent informed me i had XXXX dollars in my suspense. I asked her where did the money go. She told me Shellpoint had been taking my extra payments and instead of applying them towards suspense as my extra payments have always been applied - shellpoint had been paying off late fees with my extra payments.
I never agreed to this. I never consented to this. I was never informed of this. When my loan transferred from XXXX to Shellpoint my servicing agreement should have stayed the same in regards to how my payments were being applied. I was only informed that the company handling the loan servicing would change. There should have been no other changes.
This is a breach of contract.
This constitutes a misapplication of my mortgage payments. The late fees and all other fees, as XXXX and XXXX had both explained to me would come due and owing when the loan is paid out. They were never taken directly from my mortgage payments. I had come to rely on the suspense account to help me weather financial difficulties.
Also, per new mortgage servicing guidelines adopted by the CFPB in XXXX - any extra payments made on the loan would be applied towards the suspense account.
So Shellpoint Mortgage is wrong to take my extra payments and subvert them into fees instead of suspense. I demand my extra payments, from the time my loan was transferred or before if applicable, be returned to the suspense account.
I also request to be provided with my full servicing agreement which bears MY SIGNATURE. In other words my ORIGINAL servicing agreement and all others that BEAR MY SIGNATURE.
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| 10/18/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
Servicemember |
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I am currently under daily unbearable stress with this situation with Shellpoint Mortgage. This situation seemed to have derived from the Loan Modification done with my home in XXXX, which did not cause an issue until my mortgage was obtained by Shellpoint Mortgage.
Since the modification in XXXX there was a period of me not being able to pay when I did come off XXXX as a XXXX in XXXX shortly after the start of the Pandemic, due to the Pandemic.
However, in XX/XX/XXXX I was able to do a forbearance with the mortgage and the previous mortgage company and things were getting back on track. The forbearance ended on my mortgage in XX/XX/XXXX, and I began making my regular payments. I made the regular monthly payments from XX/XX/XXXX to XX/XX/XXXX. My loan was transferred to Shellpoint in XX/XX/XXXX. I tried to make my monthly payment for XX/XX/XXXX online and the site would NOT allow me to. I also noticed at that time the Modification seem to not be honored any longer because the past due amount and outstanding balance, both were totally different from the previous month with my last lender.
I placed a call to Shellpoint inquiring why I could not make a payment online, why there was a difference in the loan balance, and why was the past due amount incorrect. The young lady on the call assisting me seemed confused on what was going on with the loan. But she did clearly state I could not make the one monthly payment I was trying to make. I was told the online system would not allow me to make any payments until the past due amount was paid. I replied with, the past due amount is incorrect, and I did not have that amount of money it was claiming was past due.
I have been unable to get Shellpoint to correct this and honor the Modification I was under prior to transferring to them. I reached my point of total frustration with this when I received a credit alert showing Shellpoint reporting my loan past due for the incorrect amount, when I tried to make payments and was not allowed to.
I really really need assistance in correcting this issue before it prevents me from continuing in the XXXX. Any delinquencies or past dues will cause my clearance to be revoked and in my job, I have to have a valid XXXX XXXX. No clearance, no job... XXXXthis affects my livelihood.
Your attention to my matter is greatly appreciated!!!
Very Respectfully, XXXX XXXX
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| 10/04/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
|
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Hello : I am contacting you with a copy of my email ( phone calls also made ) to my home loan service company XXXX Mortgage Servicing who has recently corrupted my class action law suit modified home loan agreement after taking it over from XXXX who got my loan from XXXX XXXX XXXX. My loan was modified per the settlement and up to date payment wise since XX/XX/XXXX and now suddenly this new company has altered my loan agreement by adding a self serving insurance product ( PMI ) funneling funds from my property tax escrow account set in up my loan payment agreement just for property tax. This unauthorized or advised PMI ( Property Mortgage Insurance ) product they 've added is causing a negative balance and disrupting the allocation of my online loan payments to this company and loan. I read that the practice is called loan padding and is rampant as of late even after the XX/XX/XXXX passing of the homeowners protection act. Can you please advise or assist me in seeking the right course of action as I am being run around by the company and building a negative balance even with making still my regular agreed payments.
SincerelyXXXX XXXX XXXX XXXX XXXX, Florida XXXX : I called in and spoke to your customer service representative XXXX XXXX a week ago as well emailed you regarding the PMI mortgage insurance just added to my loan payment which your representative confirmed was an error since it was never part of my loan agreement and was never authorized. I advised I needed this corrected as its obstructing my mortgage agreement and payments and being taken out of my property tax escrow account. I had to make my regular monthly payment for XXXX made on XXXX XXXX online using the principal and escrow tabs as the scheduled total payment tab was still reflecting the erroneous amount. Now!! It looks like the monies where incorrectly disbursed, your still showing payment due for XXXX and I see monies from my property tax being scheduled for a premium payment disbursement to the unauthorized PMI insurance!! I am making screen shots should this not be resolved and I having to contact the district attorney 's office and legal representation along with the copies of my loan agreement which has NEVER had the PMI as part of it. I need your error corrected and my XXXX payment applied as per my agreement correctly.
Loan:XXXXXXXX XXXX XXXX XXXX XXXX , Florida XXXX
|
| 01/12/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
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|
Web |
|
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Subject : Request for Immediate Action on PMI Removal and Escrow Recalculation from my mortgage.
I am writing to express my concern and dissatisfaction with the recent experiences I have had with my lender NewRez Llc. I believe that the practices currently in place are not only causing undue financial strain but also seem to be contrary to the principles of fair lending and they are becoming predatory lending because it affect my capacity to pay the mortgage.
On XX/XX/2023, I requested the removal of the Private Mortgage Insurance ( PMI ) from my mortgage. However, I was informed that I would need to pay for a new appraisal. The cost of this appraisal negates the very purpose of my request, which is to reduce my expenses.
In light of this, I made a second request on XX/XX/2023, for the removal of the PMI. In this communication, I also asked for specific references to the law, rule, or clauses in my loan contract that necessitate a new appraisal for PMI removal. I am yet to receive a satisfactory response to this query.
Prior to my request for PMI removal, I received several emails from NewRez indicating that the market price of my house is {$430000.00} and above which they want to use as market offering me a re financing since they knows that I have positive equity in my loan. The price of {$430000.00} would make my Loan-to-Value ratio ( LTV ) significantly less than the 80 % threshold required for PMI removal. It's worth noting that my LTV was less than 80 % even at the time of loan approval, with a loan amount of {$310000.00} against an appraised value of {$390000.00}.
My property has not suffered any damage, as can be verified through public records. On the contrary, I have made several improvements to my house, which should ideally increase its value.
Another issue of concern is the handling of my escrow account. Despite a reduction in my house insurance premium fees in XX/XX/2023, there was no corresponding decrease in my escrow payments. I was informed that NewRez recalculates the escrow only once a year in XXXX. This predatory lending practice results in me paying more towards escrow than necessary, creating unnecessary problems in my capacity to pay the loan.
These issues collectively create an environment that makes it challenging for customers to manage their mortgages. It gives an impression of predatory lending practice.
|
| 06/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
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I was refinancing my home mortgage with XXXX XXXX. They told me not to tell my current mortgage company that I was refinancing. I was approved for a refinance and was told it would take 21 days or less to close with XXXX. I decided to tell my current mortgage company, NewRez, to see if they had a better offer. Low and behold they told me they could match the rate and it would be less on closing costs by about {$1000.00}. I was told by NewRez that the loan would close within 21 to 28 days. So I stopped the loan process with XXXX and began the process with my current mortgage company, NewRez. I started the process with NewRez on XX/XX/2021. My rate was 3.99 %. The refinance rate was going to be 1.99 %. I was told the process would take 21 to 28 days.
NewRez asked for all my documents such as tax returns, proof of income, homeowners insurance and three months of bank records. I submitted everything on XX/XX/XXXX. As the 28th day passed, I kept sending emails asking what was going on. I was told repeatedly that they were busy. When the 80th day approached, and it still hadn't closed, I asked if they were trying to keep me at the 3.99 % as long as possible. I said I now had lost several XXXX dollars since I was still paying on my current 30 year loan at 3.99 %. All my documentation was submitted back in XXXX, and there weren't any items needed on my part. I have a 800+ credit score, no other debt besides my house, and a 20 % income to debt ratio. There is no reason this loan should take so long, other than NewRez is still collecting 3.99 % rate from me, and therefore not motivated to refinance my loan. I really think they delayed the process so they can have the higher rate. I emailed them numerous times, and they just said they were busy. I am sure they have closed on several loans since XX/XX/XXXX. I believe this is an unfair consumer practice. I called the Federal Reserve, and was told this is typical of lenders, and they can't do anything about it. I called the State Attorney 's Office, and was told that it is unfair but common, but they can't do anything about it. This practice should not be allowed to continue! I can't even believe that lenders are able to do it and no one can stop them. Very frustrated! They finally closed about 60 days later than what I was told. Something needs to be done to prevent mortgage lenders doing this! Please help.
|
| 02/10/2016 |
Yes |
|
- Loan modification,collection,foreclosure
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|
Web |
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I initiated a Deed In Lieu foreclosure in or around XXXX XXXX. As per guidelines, I listed the house for sale for a period of more than 6 months. At the time, we were not given an offer. In or around XXXX XXXX, we proceeded with Deed In Lieu paperwork. As time went on, I would receive letters that required notarized signatures. Around XXXX XXXX, during a routine call, I asked the Loan specialist when would the final judgment be declared. She said all paperwork and final cancellation of loan should occur around the end of XXXX XXXX to the beginning of XXXX XXXX. In XXXX XXXX, I called and asked for a status on the loan. She informed me the paperwork was " at the clerk of court for XXXX county ( parish ) awaiting title clearance for house. '' For four months, I called every other week and received the same response.
On XXXX XXXX, XXXX, I spoke with loan specialist supervisor. He explained about a problem shellpoint had with the third party law firm that was contracted to finalize the paperwork. I was told that the law firm sent the paperwork and a check to pay off all outstanding taxes to the clerk of court and that it was {$25.00} short. The clerk sent all paperwork back to the law firm. During this time, that law firm closed down. A new law firm was contracted and was attempting to find all lost paperwork from original firm for more than 2 months. At that time, he said he would start new paperwork that would have to be resigned and notarized again. If old paperwork was not found, the new paperwork would take an additional 2 months to get finalized. I asked if, after all paperwork was completed, that my credit would reflect any past due amounts ending in or around XXXX XXXX due to the fact that the error and delay were on the part of Shell points vendor and not because of myself or my wife, the cosigner. He said he would call me back after paperwork was completed and speak about it.
By XXXX XXXX, I received word that the Deed In Lieu was approved and finalized and would reflect on my credit file within 30-60 days. I asked about showing past due payments only to XXXX XXXX and was told they would look into it.
Around the end of XXXX I received notice of a credit change on file. I saw XXXX and others showed past due payments to XXXX XXXX. I have since tried to call the loan specialist and supervisor and left several voicemails with no answer back.
|
| 09/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
I received a letter from Shellpoint Loan Servicing dated XX/XX/XXXX indicating my lender placed HAZARD insurance will be expiring. I called and spoke to XXXX XXXX from the Shellpoint Loan Servicing 's Insurance department, her email ends with pfic.com so I assume she works for a vendor named proctor loan protector. She indicated they did not have proof of hazard insurance FOR XXXX XXXX XXXX. I emailed her the proof of hazard insurance purchased by the condo association for the past 2 years. The letter I received does not indicate what type of HAZARD insurance that is going to expire. In XXXX of XXXX, lender placed insurance was purchased by the servicer for something called " XXXX '' insurance, covering the inside of the structure, at the rate of {$24.00} annually ( see attachment ). There are 2 types of HAZARD insurance, General hazard covering the structure and XXXX covering the interior. I explained that the letter received does not explain what type of insurance is going to expire yet indicates a cost of {$2200.00}, approximately 92 times the rate one year ago. She insisted the new coverage rate is for XXXX insurance but ignored that she stated they didn't have record of the general hazard insurance until I called. She said the only insurance being placed is for XXXX insurance so the quote is for that type of insurance. I specifically requested they provide a document to explain exactly what type of insurance is being placed/purchased, she refused and stated the letters sent are written by the CFPB. I seriously doubt this. I requested the policy that would be purchased on my behalf as well. Again, she said it would be for XXXX insurance, but will not be providing proof of that. I tried to explain that since there was no evidence of the general hazard insurance in their records ( since I had to provide that while on the phone ) that it could be possible this very inflated rate for XXXX insurance could be a mistake. She refused to accept that and shuffled me off of the call. My complaint is in 2 parts. First, the letter indicating a need for proof of insurance should be clear what type of insurance is being required. Second, the premium for the amount of coverage provided should not go up from {$25.00} to {$2200.00}. I don't have anything in the interior of my home that increased in value here, yet they provide no explanation for the increase.
|
| 08/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I closed on my mortgage loan with Guaranteed Rate, which sold my loan to Shellpoint, which is serviced by Newrez LLC. Since Newrez LLC took over servicing my mortgage loan, I have been unable to access, view, and receive electronic statements. I am able to login to the Newrez LLC user portal, however, I can only view the home screen. I am unable to view any mortgage statements, correspondence, or any additional documentation with respect to my mortgage because when I click on Account Details, the page redirects and goes to a blank screen. I have spent an inordinate amount of time calling to complain about this and subsequently request the mortgage statements be emailed to me since I no longer receive statements via USPS due to the fact that I am the victim of identity theft with fraud statements on my credit report. When the Newrez LLC website attempts to redirect from the home screen to the Account Details where statements would be located, the website freezes, using their recommended browsers, including XXXXXXXX and XXXXXXXX XXXX. For two years, I have not been able to view mortgage statements via the consumer portal and have had to request that Newrez LLC email the statements. This is a problem because my mortgage payments are setup for autopayment. Therefore, if the payment amount is not listed correctly, I will be issued late fees, even if the payment is off even so much as by one penny! However, Newrez does not send my statements to me electronically, but instead expects me to retrieve them in a portal for which their IT support can not effectively resolve these issues after two years of complaints. One day I fear that the mortgage payment amount will be short, and I will be issued late fees and reported to a collection agency when Newrez does not send me statements that notify me of the correct due date and correct amount due. I do not know how much of my mortgage is being applied toward interest, principal, or taxes. Newrez LLC fails to provide me with proper statements in order to make my monthly mortgage payments. I fear they are setting me up intentionally to default on my mortgage, and I have never been late or short on any payments. Attached is a screenshot of what a consumer experiences trying to access a monthly mortgage statement. See pdf of a blank computer screen with a redirect address that is clearly broken and not working.
|
| 08/19/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2022 I received a notice from NewRez/Shellpoint regarding my loan XXXX. The notice stated I was past due on the payment due XX/XX/2022. I reviewed my loan online and noted that I was also considered past due on the loan for XX/XX/2022.
My payment amount was {$1400.00}. On XX/XX/2022 I called NewRez and spoke with a male representative. I recorded the phone call and it lasted about XXXX minutes. During this conversation the representative explained to me that my payments I made in the amount of {$1400.00} were applied to principal and not to my due date amount. The representative said this was because of an escrow difference and " their system '' applies it towards principal and then considers the customer late for the amount due payment. I received a {$50.00} late fee charge.
I expressed my concern that NewRez would not notify me sooner than XX/XX/XXXX of the late payment. NewRez stated they attempted to call me at a " work '' number and was unable to reach me. Despite putting my cellphone number on my original loan application, somehow NewRez determined that they should call an automated work number without dialing the proper extension or trying to get a hold of a switchboard operator to reach me. I filed a complaint with the company regarding their lack of attention to this matter. The representative took my complaint, and assured me that he would apply my payments towards my total due amount and reverse the late fee.
I continued to check my account waiting for the changes to take place. On XX/XX/2022, I saw that the changes to my account were never applied. Additionally, a second late fee of {$50.00} was applied. I called a second representative, escalated my complaint to a supervisor. The supervisor assured me that the changes would be made. I stated my position that NewREz/Shellpoint is purposely deceiving customers when they accept our money, apply it to principal, then charge us a late fee for a past due payment. I'm concerned about the ethical implications this presents on NewRez. If this can happen to me, it is probably happening to hundreds, or thousands of other customers and NewRez is benefiting from the late payments of thousands of their " customers ''.
In my case, I'm savvy enough to know better. I'm concerned about the millions of customers who are unethically treated by mortgage companies such as I was by NewRez.
|
| 07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Following a refinance of my home in XX/XX/XXXX, my mortgage transitioned from XXXX to Shellpoint Mortgage in XX/XX/XXXX.
In the past, I have always set-up my mortgage payments for automatic withdrawal with previous mortgage servicers ; however, Shellpoint did not offer that option in my first payment ( s ).
I attempted to set-up automatic withdrawal in subsequent monthly mortgage payments, but their system would not allow me to do so because I did not pay my mortgage ahead of the payment due date ( they treated as if it was past due at that time ).
Despite the fact that I elected to receive paperless e-statements, Shellpoint also does not proactively send me my e-statements via email, nor do they send me courtesy reminder emails to make my payments on-time.
This lack of service makes it extremely tough to remember to make timely payments, particularly during the middle of a global pandemic when I have XXXX kids under the age of XXXX that are all at home because of school closures, and without reliable childcare.
Fast forward a few months, I made my XX/XX/XXXX mortgage payment 2 days late beyond the grace period and they assessed a {$270.00} late fee to my account.
At the same time of my most recent payment, I was finally able to set-up my account for automatic payments on the XXXX of each month ( not sure why it worked this time over the other attempts I have made in the past ) ; therefore, this situation will not happen again.
I have called Shellpoint 's customer service hotline several times, and spoken with several representatives/supervisors explaining to them what I mentioned above, and they are refusing to budge on removing the late fee because they said this situation was not a systematic issue caused on their end.
It has now become undeniably clear to me that the servicing model that Shellpoint has set-up is intentionally designed to incentivize late fees by not publishing e-statements, reminder emails, streamlined set-up of automated payments, or the sufficient customer service needed to facilitate timely payments of debt obligations.
This lending practice is predatory, albeit extremely stealthy, but I am truly stunned that they are completely unwilling to remove the late fee especially since I have signed up for automatic payments moving forward to make 100 % certain this situation will not happen again.
Please help!
|
| 04/12/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
In the process of my divorce in XX/XX/XXXX my ex insisted that as I was to be awarded the home the mortgage was to be in my name.
The home was refinanced through XXXX under the guise that it would be in my name only. My ex told me years later he knew before signing the documents it would not be in my name as I had no credit or employment history at the time. I wasnt aware of this until after the final papers were signed.
The mortgage was taken out after we were legally separated but before the final divorce documents were signed.
His name is the only one that shows on the paperwork, ( loan documents ) but I show on the Deed of Trust and he quit claimed the property to me. Our divorce decree awards me the home but is silent about the loan, there is a remedy for breach for undisclosed liabilities in the divorce.
I attempted to apply for a loan modification in XX/XX/XXXX and XXXX refused to talk to me as they said the loan was not in my name.
My ex said they would not modify it because he did not live in the home.
When it was taken over by XXXX I obtained permission to speak to them from my ex and we both participated in the initial modification process. This drug out and he eventually refused to continue to be involved and they told me I needed to apply for an assumption, so I did and this drug out until it was transferred to XXXX and sale dates came and were postponed, paperwork lost ... same story everyone has.
The loan was transferred to Shellpoint late XX/XX/XXXX and I submitted a new package as they requested, resubmitting the quit claim 3 times. When I called to make sure all the paperwork was acceptable they refused to talk to me. They said my ex told them I was not to be allowed to submit a modification package and they were not to speak to me and the home was to be sold.
I was told that I was not on the physical loan.
I sent Loss mitigation an email stating that I was on the Deed of Trust and held the quit claim that there must be an issue with the documents and I want to see the note.
I am the owner of this property and should have the modification package accepted.
In response, I received a letter addressed to my ex saying I contacted them and they are refusing to communicate with me.
The house was to be sold XX/XX/XXXX I filed for Chapter XXXX bankruptcy on XX/XX/XXXX and the sale date has been postponed until XX/XX/XXXX.
|
| 12/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
|
|
See CPFB Complaint # : XXXX.
On XX/XX/XXXX, the company sent me the agreement for a deferment, as well as reporting the loan as current. ( See XXXX XXXX ) Per the contract, {$16000.00} is deferred with the first payment of {$1300.00} due in XX/XX/XXXX with the next payment of {$1400.00} due in XX/XX/XXXX ( due to escrow shortage ). ( See SP XXXX, XXXX ) Multiple attempts to make a payment per the contractually obligated amount of {$1300.00} had been made. Shellpoint blocked me from being able to make any payment. ( See XXXX XXXX ).
On XX/XX/XXXX around XXXX XXXX, I called Shellpoint and was transferred multiple times over the XXXX minute call ( See XXXX XXXXXXXX XXXX
I spoke to a supervisor, XXXX at Shellpoint, who said she was perplexed and confused as to why this was " reversed ''. She commented multiple times how there had been no notations left showing why this was the case and that comments are usually required.
I was also told by XXXX the supervisor, that this was " escalated '', and that I would hear back from the point of contact - XXXX XXXX within 24 hours at the latest.
To date, I received no response, no updates, and still have no way to pay my contractually obligated amount for XX/XX/XXXX, while my loan is being incorrectly reported as late/unpaid, instead of the contractually agreed upon - CURRENT stipulated and agreed upon by both parties.
I've attached Shellpoint 's prior response showing all the details- the deferment agreement with consideration causing this to be a legally binding contract, the terms of the deferment that are legally binding, the block payment status on their site, the call log showing the duration of the outgoing call to Shellpoint as they made no attempt to inform me of them unilaterally revoking the agreement without reason or notice, and any other relevant info.
I still maintain my original statement in my prior complaint - consumers need protection from such predatory and unethical behavior. This is a company deciding to go against a legally binding document, while attempting to foreclose in silence by way of their fraudulently deceptive practices of staying silent until the court foreclose even though we have a legally binding agreement. They refuse to accept my payment, and blocked me from being able to keep my end of the agreement. This is what corruption and fraud are- Shellpoint.
|
| 09/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
I have a loan with Shellpoint Mortgage Servicing with LOAN Account # XXXX. The monthly mortgage payment with ShellPoint is scheduled with My bank, XXXX XXXX XXXX XXXX. In XXXX, the mortgage company changed the billing address from Ohio to Texas ; my scheduled payment of {$1100.00} for XXXX ( XX/XX/XXXX ) went to them, but due to the wrong billing address deposited back to my bank on XX/XX/XXXX. The XXXX 's payment also failed for the same reason. There were no communications from the Mortgage company regarding that billing address change, and I learned about this when I received a pink letter on XX/XX/XXXX, including the hardship assistance document. I immediately called their customer service, fixed the billing address to the bank, and directly paid {$2100.00} for XXXX and XXXX. However, they reported to the credit bureau since payments were missed, which killed my exceptional credit score. I have been following them since XX/XX/XXXX and filed multiple complaints on their website. I also sent them a letter from my bank that we were attempting to make payment, but they always sent a standard letter that you are at fault for missing the payment. A different department of ShellPoint manages the credit reporting, and they don't talk to Customers and communicate via secured emails. During one of the complaints and my conversation with a customer service supervisor, she emailed that department the Company had changed the billing address, and the Customer made payments immediately when he came to know. The Credit department did not respond to that email. I have attached that email with this complaint. The letter from the bank was also included in this complaint.
I have not seen such bad customer service in my life, and some of their reps and supervisors were rude in conversation. They removed secured email communications related to complaints between me and their Credir department from the Inbox Customer portal. Honestly, they don't care about customers. My intention was always to make payments to them on time. I spent several hours calling them multiple times, sending the proofs, but no attention to my humble request to correct the credit reporting.
With this complaint, they should sincerely consider my request and fix the credit reporting. They should also work on improving communication with customers and care about customers.
XXXX XXXX
|
| 06/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2023 our property was hit by a tornado which completely destroyed our home and out buildings. It was a total loss, the home and buildings were gone.
On XX/XX/2023 we reported this event to our home insurance company.
On XX/XX/2023 we got XXXX checks from our insurance company for the home and out buildings.
On XX/XX/2023 we sent by priority mail overnight the XXXX checks, to our mortgage company.
On XX/XX/2023 we got notification that the checks were delivered to our mortgage company.
On XX/XX/2023 we talked to the Loss Draft department at our mortgage company to check on the status of the pay out to us. We were told that the money was deposited on XX/XX/2023.
On XX/XX/2023 we talked to the Loss Draft dept. again and was told that they could escalate this issue to management.
On XX/XX/2023 once again we talked to the Loss Draft dept. and they checked on the escalation and said the day before it went to management. The rep gave us a link to a website to monitor each step of the process.
On XX/XX/2023 we got on the website to check the process and saw nothing new. We then submitted a written question on the website and submitted that.
On XX/XX/2023 we called the Loss Draft dept., the rep said that an email was sent to management XXXX weeks ago, then sent us to a supervisor. XXXX said she would call me back that day. She called back but did not have any further information as far as the process was going.
On XX/XX/2023 we checked the website again and did not see any change in the process.
In addition to the above, On XX/XX/2023 we signed a paper with a mobile home dealer to reserve a mobile home that we found that was a very good price for a new mobile home. We put a deposit down to reserve it. During XXXX of the conversations above we made the mortgage company Loss Draft dept. know this and that we are not building a house, just buying a new mobile home to put on our property in the place where our previous mobile home was. We made it clear that we are not building anything just placing the mobile home there. The mortgage company only wants to release half of the price of the mobile home and we would have to finance the other half. We can not get financing at this time. We also signed a paper that allows the mortgage company to communicate directly with the mobile home dealer/sales rep.
The issue has yet to be resolved.
|
| 06/11/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Impersonated attorney, law enforcement, or government official
|
|
Web |
|
|
This is complaint in regard to SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXXXXXX. XXXX, XXXX XXXX.
Above financial entity pretend to be Holder in due course to my Mortgage/Note instrument produced XX/XX/XXXX between me ( XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. ) and XXXX XXXX XXXX.
Above Mortgage has start to be foreclose on XX/XX/XXXX in XXXX. XXXX County Circuit Court commenced by XXXX XXXX XXXX ( which has been proven of wrongful foreclosure practice in XXXX state ) During that time various financial entity ( in fact dept collectors ) present themselves as consequent assignee of Mortgage/Note instrument. In XX/XX/XXXX Shellpoint present themselves as such.
During that time I am in dispute communication letter pursuant to 15 USC 1692 et all.
No mention of fact that Shellpoint has disrespect 90 % of my QWR request, also have diversifies my attention/respond and communication to 5 different addresses to which I had try to keep up with my consistent defend position.
Addresses to which I had to keep up my effort.
1 ) .... SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXXXXXX. XXXX, XXXX XXXX.
2 ) ... ... SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXX, XXXX XXXX.
3 ) ... .. SHELLPOINT MORTGAGE SERVICING XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX 4 ) ... .. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 5 ) ... ... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Regardless to QWR full cooperation/respond refusal, Shellpoint produce its statement on XX/XX/XXXX that XXXX XXXX XXXX at, XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX is the owner of purported loan See attachment 1st page.
In letter XX/XX/XXXX XXXX made statement that XXXX XXXX XXXX at, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX is owner of purported loan See attachment 2nd page.
In XX/XX/XXXX Shellpoint pursue Court enforcement action with Shellpoint affidavit doc. etc all. However course of action/court order revile its true attorney representation ( false representation in fact ) which is Not Shellpoint but XXXX XXXX entity. See attachment 3th page.
All of the above cause total confusing and misleading homeowner of available remedy and/or rightful defense venue, lost by now by Shellpoint misrepresentation of facts, misleading information and diversification of attention with timely manner communication.
|
| 02/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
This has been going on for at least 6 months.
I've complained to the company, not fixed.
I've complained on here, not fixed.
I'm complaining again.
There is absolutely NO WAY to use their website. This is a programming error on their end, not mine. It is not a forgotten PW or log in or anything.
When you successfully login, their site throws up a choice for your 1098 : " Get your annual Mortgage Interest Statement ( 1098 ) as soon as it is available! Choose " Go Paperless '' to get secure online access today. We'll notify you when your form is ready to review. '' It does NOT matter which of the 2 choices picked, Go Paperless, Keep Settings.
Both throw up the SAME error, which lets you go no further.
" HTTP Error Response '' " Error 400 '' I'll send the screenshot too.
It is not my computer.
It is their website.
I have now attempted to use XXXX XXXX, XXXX, XXXX, that's 3 different Internet browsers.
None work.
I've tried 3 cellphones and 1 tablet.
None work.
I've tried 3 laptops, 2 desktops, and even desktops and internet suppliers from outside my house.
None work.
So I can't pay my mortgage.
I can't view ANY of my mortgage history, nothing.
I certainly can't view the 1098.
I've called numerous times, of course the XXXX is working from home, they don't know anything about programming a website, so they say it will be fixed soon.
I first noticed this in XX/XX/2022.
In addition, their own app on XXXX XXXX gets rated a XXXX, it doesn't work either!
When you login, the circle just spins endlessly.
Those complaints go back 2 years. Not fixed.
Right now, I'm trying to pay my mortgage for XXXX.
It's not possible.
Their site doesn't work and it hasn't worked.
I do not currently have access to a phone.
Also, loan STILL says XXXX XXXX - whose name was removed by a Court Order MONTHS ago.
I've complained about that too.
Still NOT FIXED.
So their Customers can not view payments, history of payments, any 1098, any bills, any paid bills, there is no way to communicate with them except by phone, they used to have an Instant Chat but that is gone.
Their website throws up a Error 400, HTTP Error after you log in.
It is 100 % their fault, nothing the Customer can fx.
And I've complained on here, via their XXXX email, and by phone - It is still NOT FIXED.
I currently have no way to provide payment for my mortgage.
|
| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Shellpoints response to the XXXX XXXX XXXX XXXX was much appreciated. However, Borrower wants to point out that Shellpoint claims to have not denied Borrowers request for arbitration because Shellpoint feels the mortgage loan service provider has researched and answered all questions appropriately.
Borrower should not have to point out to the professional banking institution that arbitration is a review and investigation by a third party other that the Borrower and service provider. The third party review is necessary because Borrower feels Shellpoints responses to be lacking in information and/or to be incorrect in the mortgage service providers assessment of events.
For example, in a recent letter Shellpoint stated that due to the error in PMI payments being made from Accounts escrow for over six years, the service provider would remove all negative CRA reporting from XX/XX/XXXX to XX/XX/XXXX. The two incidents have nothing to do with each other.
In reality, Shellpoint removed all negative CRA remarks from the complete history of Account. In addition, XXXX felt the offenses against Account were so great that the CRA removed the Account from Borrowers Credit report altogether.
So, yes, Shellpoint did deny Borrowers request for arbitration.
We have come to an impasse in our understanding of of the situation, requiring outside resources to review and conclude how our relationship will work moving forward.
On XX/XX/XXXX, Borrower was refused service and verbally accosted by a customer service representative. In addition, Shellpoint has since communicated that the Lender Paid PMI Account has been paying PMI from Account escrow for XX/XX/XXXX through XX/XX/XXXX.
A complaint has been filled with XXXX, which Shellpoint has responded to.
Borrower has been informed that the complaint and XXXX response will be thoroughly investigated by the Banking Commission and no further information will be communicated to Borrower until the investigation is completed.
As a result of the events on XX/XX/XXXX and the ongoing issues claimed in the complaint, Borrower has withheld monthly payments for XXXX, XXXX, XXXX and now XX/XX/XXXX.
Since Borrower has stopped payments, Shellpoint has sent copious communications demanding payment. Shellpoint even sent a certified letter invoking threats of foreclosure after only two payments were missed.
|
| 05/26/2020 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my FHA loan was transferredfrom XXXX XXXX to New Rez because XXXX financial filedfor bankruptcy.
on XX/XX/XXXX I received an " Escrow analysis '' from New Rez that stated a 1/6th balance cushionwas required for my escrow account. I have never had this requirementbefore for myescrow account with any of my previous " holders/lenders '' of my FHA loan.I called New Rez several times between XX/XX/XXXX and XX/XX/XXXX attempting to get the 1/6th. cushion requirementremoved from my escrow account because per my originalnote a " 1/6th '' cushion is not required and also because per my " welcome letter '' None of my mortgage terms are to change, the only difference is the company I send my payments to.
I have had my FHA mortgage loan since XX/XX/XXXX and since my mortgage has been transferredto 3 different lenders and never have I had this issuebefore.On XX/XX/XXXX I decided to make yet another call and speak to a supervisor considering that any other time I had talked to a customer service representative my questions were not being answered in a consistentmanner. I spoke with a manager by the name of XXXX XXXX who opened a case for me and said it had a completion date of XX/XX/XXXX. When I called on the XXXX. for the resolution of the case they stated they were still working on it. Today, XX/XX/XXXX when I called I was told by another representative that the case is still open because the original request was not to remove the 1/6th cushionbut to rather close my escrow account. I have not made a payment to my mortgage for the month of XXXX because I can not afford my new mortgage account because of the XXXX cushion. I am under the impression that because my loan was transferred to New Rez from XXXX and the welcome letter states that nothing will change in regards to theterms of the loan and also because the 1/6th cushion was not a part of my original FHA mortgage note, that what they are doing is not legal, and thus, I am reaching out to you for your guidance and help in regards to a resolution so that I won't lose my home.
I also am concerned in regards to the legitimacy of this company. All of my correspondence say " New Rez '' but when I call they state their name is Shell Point Servicing and New Rez is a subsidiary of Shell Point Servicing. I just want to make sure my previous payments made are to a legitimate company.
|
| 11/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have a total of five loans with Shellpoint.
The last two loans I acquired this year are loan numbers XXXX and XXXX. After these loans transferred from the original servicer, and I started making payments, I set both of these accounts up on autopay as I have done in the past with the three other loans I have ( loan # s XXXX, XXXX, and XXXX ) Both accounts were set up through the same account at my bank which is an account ending in XXXX. Loan number XXXX debited for the first time on autopay on XX/XX/2020 in the amount of {$1200.00}. The second payment was posted for {$1200.00} on XX/XX/2020 and a third payment was debited on on XX/XX/2020 for {$1200.00}.
On two occasions I was told by a Shellpoint representative that the autopay had not worked for loan number XXXX. I asked them why it was working for loan number XXXX but not for loan XXXX. I was told the first time it didnt work that one of the numbers may have been transposed so I was instructed to set up the autopay again. I did again and was very careful to make sure all of the numbers were correct with the account number and the routing number. The following month I had the same result and noticed this before the end of the month to avoid a 30 day late on my credit. I was instructed to try it again and that I could follow up again to make sure that the account information was correctly inputted. I was concerned because I hadnt received any notification that the payment hadnt gone through. I was told that Shellpoint would notify by the grace period if a payment hadnt been made. I set the autopay up again and contacted Shellpoint a third time to verify that all of the numbers were correct. I was told that it had been and that the autopay would work. On XX/XX/XXXX, I noticed that a payment had not been made for XXXX and contacted Shellpoint again. I was told by a representative that because the autopay had not worked two consecutive months, that I was not able to use autopay and I s shouldnt have set it up that third time. When asked why I hadnt been contacted to know about the late payment, I was told that there had been calls made to me and letters sent. I had not received any letters to that point and never had received any voicemails.
I have never had a 30 day late on any of my mortgages with Shellpoint and ask that the 30 day late for XXXX be removed from my credit report.
|
| 09/24/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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In XXXX, XXXX, Shellpoint Mortgage Company ( Shellpoint ) via its third party vendor completed an erroneous escrow analysis charging me for 11 additional properties that I do not own. I own one property but my escrow was charged for 12 instead of one. I put Shellpoint Mortgage on notice of the problem in XXXX, XXXX. I was told that they were working to correct it last XXXX, XXXX but it has not been corrected as of date. I have spoken to over 20 people in the past year about correcting the problem to no avial. I have suffered extreme emitonal distress and frustration due to this ongoing error. I was told tht my account can not be corrected until Shellpoint receives its money back that it paid from the 11 parcels from XXXX County. I verified with XXXX County Treasurer 's Office who stated XXXX County does not have those properties connected to my account. I should not be penalized because Shellpoint paid on accounts that have NOTHING to do with my account.
Also, In XXXX, XXXX, I received an erroneous tax statement based on the erroneous escrow analysis. Shellpoint knew that the escrow was erroneous yet sent an erroneous tax statement to me after being put on notice. I was not able to move forward with filling my taxes until I filed a compliant with Shellpoint Mortgage and a representative from the Escrow Department phoned me to verbally give me the correct numbers to allow me to file taxes. I never received a corrected tax statement from Shellpoint Mortgage.
On last Friday, I received a negative credit report on my credit due to a delinquency on the mortgage payment. However, I have paid mortgage each month. I was told to pay {$960.00} until the escrow is corrected. I have consistently done so. However, the computer is showing me owing {$1.00}, XXXX. I was told not to pay {$1.00}, XXXX but {$960.00} until the matter is corrected. Yet, I am being reported delinquent. I do not want to go into default because of Shellpoint 's failure to correct its mistake via its third party vendor.
In closing, it has been close to a year and my escrow is still not corrected. My credit is being negatively impacted by this. I am writing for your help to facilitate the correction of my escrow analysis so that my monthly mortgage payment can be correctly reflected. I thank you in advance for helping me resolve this issue to correct my escrow analysis.
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| 02/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/2019 the mortgage on the home owned by both my wife and I was transferred fro XXXX to New Rez also trading as Shellpoint mortgage services LLC. The house is in both our names and the mortgage is paid by each of us paying a portion through our individual bank accounts. We have never had part or all of the mortgage past due let alone close to the expiration of the grace period. Every month The mortgage company applies all or part of our payment to principle only or unapplied funds and sends notice that we are late on our payment. Unfortunately I didn't keep all mortgage statements but have enough to prove our claims of payments being categorized as over due when they are not! I am providing copies of both our bank statements to collaborate this claim.They have charged us late fees and withdrawn them from payments without permission. I have recieved and included 2 letters threatening to report us to the credit bureaus. Our bank statements should no doubt prove we were never late or short ( underpaid ) and this problem stems completely from the company 's inability to apply the two payments properly. When trying to resolve this I have been told that their computer system can't process partial payments. My response to this as I have and continue to believe that this is NOT OUR PROBLEM!!! On every statement there is a message that partial payments are held until the balance is paid, but in all cases this has turned out to be false as both parts of our payment are in their possession before the due date and even recorded on their own statement. I woul d like New Rez to stop applying our payment to principle and or unapplied funds, STOP THREATENING US.< and remove all late charges and other fees that we do not nor have ever owed. I would also like a copy of both my and my wife 's credit report from all credit agencies to prove that all false reports were either never reported or removed. In addition I would like corrected mortgage statements that don't show late charges and other fees. The account # of the mortgage is XXXX. The House is in the Name of XXXX XXXX XXXX and XXXX XXXX and the address is XXXX XXXX XXXX XXXX Maryland XXXX. I would also like to point out that unless it is unlawful to pay our mortgage from 2 accounts we will continue to due so! Both accounts are in the names of the two people listed as the owners. Thank You
|
| 02/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
NewRez LLC d/b/a Shellpoint Mortgage Servicing is refusing to update my account accurately, and illegally attempting to collect {$38000.00} that was dismissed with XXXX in court. They took me to court in XXXX, and the document stated that as of XX/XX/XXXX, I was in default of {$38000.00}, they stated I had to pay that amount within XXXX days or my automatic stay would terminate. This order was denied with prejudice ; which means they can not continue to pursue this amount from me in any form. Instead of complying with the court order NewRez is claiming that the judgment was not for the Affidavit of Default they filed. They have provided me with any other documentation to validate that claim at all and refuse to. If they won that case they would have foreclosed my home and put me out if I didn't pay that amount. So I'm confused as to why they seem to think it's OK to continue to pursue money a judge stated I did not owe and denied.
They are also adding additional charges to my account every month, withholding payments made on my account into unapplied funds for months at a time. I have been trying to get them to adjust my account for well over a year and they continue to refer me to their lawyer, and the lawyer in turn refers me back to them. So I have been getting the run around since my last complaint in which they admitted that my automatic stay was still in place ( this was part of the Affidavit of Default they claim was not denied ). In XXXX ShellPoint Representative sent in response to CFPB File # : XXXX stating that the following balances were owed thru my Chapter XXXX bankruptcy Pre-petition - of {$3700.00} and Post-petition {$5100.00} ( total {$8800.00} ). I have made all of my bankruptcy payments on time since then but yet as of XX/XX/XXXX they are showing my bankruptcy total amount owed {$17000.00}.
My XXXX balance continues to increase ( negatively ) as well my overall balance due. In XX/XX/XXXX it was showing {$39000.00} ( this was never fixed from the court case ), and today only 4 months later it has increased to {$56000.00} despite me paying every payment since Shellpoint has had my mortgage since XXXX. On top of that Shellpoint is no longer adding my statements to my online account since XX/XX/XXXX for some reason... I guess so I don't have a record of all the new charges they plan to increase my account to.???
|
| 03/20/2021 |
Yes |
|
- Trouble during payment process
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|
Web |
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This started in XXXX on the XXXX when we switched our mortgage over to a biweekly payment. The NewRez system does not allow principal only payments via their website or automated telephone service so I am forced to speak with a person each time. Problem is they have limited hours and are now closed on weekends ( due to Covid ). So, on XX/XX/XXXX I called them to make a principal only payment of {$3000.00}. The first person I spoke with hung up on me. So did the second. The third attempted to make the payment but stated she was unable to due to a biweekly payment already being processed so I would have to wait until XXXX. I do not find this acceptable since I feel I have the right to make a payment whenever I choose, per the contract terms. I gave in and they were supposed to apply my {$3000.00} principal payment that Monday. Monday came and went, as did the entire week. I looked at my account with NewRez on XX/XX/XXXX and saw that they tried to make the principal only payment three times but were unable so they charged me a {$15.00} NSF. I called this morning, XX/XX/XXXX. Again, two people hung up on me. I then asked for a supervisor who also hung up on me and made no attempt to call me back. I finally reached a supervisor after hours spent on the phone who was willing to help. She listened to the phone recordings and determined the customer service agent was in error so she reversed my NSF fee. She also stated she would process my now {$3100.00} principal payment ( to differentiate from the other {$3000.00} payment so that I can keep track of their errors XXXX. Except this time, instead of applying it all to principal she applied it as a regular payment ( escrow, interest, and principal ). Honestly, I have had it with this company. To top this all off, NewRez does NOT apply a biweekly payment to the mortgage until they receive two payments for the month. This means I am not collecting interest on my money they are holding onto for two weeks each time, but am still accruing interest on the mortgage which otherwise would be reduced the principal component of the biweekly payment. I believe this is illegal. Their customer service at best is incompetent, at worst, extremely RUDE. Never helpful since I have to waste hours yet AGAIN on this coming Monday explaining how they screwed up again. No person should have to endure such idiocy.
|
| 03/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My loan was sold to Shellpoint Mortgage Servicing on XX/XX/XXXX.
1. I disputed " fees '' and my Escrow Balance on my loan by direct email to two different departments of Shellpoint Mortgage Servicing.
2. I submitted an initial letter in writing on both XX/XX/XXXX and XX/XX/XXXX.
3. On XX/XX/XXXX I received- by USPS- a letter dated XX/XX/XXXX from Shellpoint Mortgage ; with incomplete, wrong, and no detailed explanation of the " fees '' on my account. There was zero response of the explanation of my escrow account balance.
4. I then resent my original complaint along with a new dispute letter on XX/XX/XXXX, for my 2nd request for detailed explanation of both my " fees '' and escrow account balance.
5. It was not until XX/XX/XXXX that I received the written notice they have acknowledged my dispute ( which is beyond the requirement of the Mortgage Servicing Rules.
6. They have violated this by not responding within the 5 days.
7. They should of originally responded correctly after my first request ( XX/XX/XXXX ) for dispute of notice of error and to also comment- I did not receive a notice of acknowledgement from Shellpoint on the first request for dispute on XX/XX/XXXX.
8. I did receive a notice from USPS on XX/XX/XXXX from Shellpoint dated XX/XX/XXXX ( which is 43 days after my second request to complete my dispute from the first time I requested notice of error- which has been going on since XX/XX/XXXX ) stating that Shellpoint was " investigating '' my request.
9. Within the Mortgage Servicing Rules, RESPA, and Regulation X - Shellpoint Mortgage Servicing should meet the requirements for responding to written request and complaints of Errors within the 30-45 days that are outlined and required.
10. Within this time frame of 30-45 days they are to provide me with either : correct the error and also provide me with written notice of correction OR conduct investigation including providing me with written notification of wither or not error occurred.
11. This also falls under the Consumer Protection Statue. Shellpoint Mortgage Servicing is required to provide me with an accurate disclosure of cost to maintain compliance with these statues/laws.
12. After many request, I am now filing formal complaint for violation of my rights under the RESPA, Regulation X, Mortgage Servicing Rules, and/or the Consumer Protection Statue.
|
| 02/16/2023 |
No |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Impersonated attorney, law enforcement, or government official
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX under the direction of Shellpoint create and use fraudulent documents in court. Same documents are also filed into various county land records. This company is not compliant with Foreclosure Laws.
Shellpoint claims to have no knowledge of the loan being in loss mitigation. I have a letter from Ditech acknowledging receipt dated XX/XX/XXXX. If my file was acquired legally by Shellpoint they would have this information from Ditech.
Shellpoint claims to have never received my loss mitigation application or even having knowledge of it. However, it was mailed certified, and signed for on XX/XX/XXXX.
XX/XX/XXXX Shellpoint claims to have servicing rights.
Did Shellpoint legally acquire servicing rights to my mortgage? They claim ownership of the loan using a fraudulent mortgage assignment. If Shellpoint is a Debt Collector who is the Creditor? The response letter they sent to me states that Shellpoint is servicing the loan on behalf of the owner. Who is the owner. Why are they being so vague. Is it because they have illegally acquired servicing rights from a Bankrupt company.
No original Note. The note they attached to the file has brass tacks at the top. Shellpoint is servicing a loan they have no right to service. Can they provide a free and clear title when the loan is paid off? Or will they continue to create fraudulent documents, to cover up the fraud.
There is an assignment of mortgage used by Shellpoint dated XX/XX/XXXX, signed by a robo-signer XXXX XXXX XXXX XXXX XXXX of XXXX.
XXXX is actually an employee of XXXX XXXX XXXX. How is this not fraud?
XXXX XXXX has no right to assign any mortgage. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, has posted numerous documents signed by this impersonator.
I have attached : Letter from Ditech regarding loss mitigation Certified green card - dated XX/XX/XXXX Certification from Attorney certifying to have spoken to XXXX XXXX the document Execution Representative for Ditech - XX/XX/XXXX Mortgage Assignment signed by XXXX XXXX as Assistant Vice President of Greentree Mortgage XXXX - XX/XX/XXXX Assignment of Mortgage signed by XXXX XXXX as XXXX XXXX of Ditech XX/XX/XXXX Additional robo-signed documents by XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX and XXXX.
Letters from Shellpoint admitting to using these fraudulent assignments as proof of ownership of servicing rights.
|
| 03/03/2017 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
SO AFTER TRYING FOREVER TO GET A GOOD FAITH REVIEW FOR A LOAN MODIFICATION FROM XXXX. " XXXX '' ( WHICH WILL BE SUMMARIZED IN A SEPERATE COMPLAINT ABOUT XXXX ) MY LOAN WAS TRANSFERRED TO SHELL POINT MORTGAGE SERVICING " SP ''. SO IN AN EFFORT TO START THE PROCESS OF BEING REVIEWED FOR A LOAN MODIFICATION I WAS PUTTING TOGETHER A REQUEST FOR MORTGAGE ASSISTANCE AND CALLED " SP '' TO LEARN - ACCORDING TO THEIR RECORDS - BECAUSE THERE HAS BEEN ALOT OF CONTROVERSY REGARDING THIS THROUGHOUT THE LIFE OF THIS LOAN ... .WHAT THE MONTHLY MORTGAGE PAYMENT SHOULD BE ( ONCE AGAIN, ACCORDING TO THEIR RECORDS ). CALLING XXXX ON XX/XX/2016 AND SPEAKING WITH SP REPRESENTATIVE XXXX XXXX HE WAS ADAMENT THAT THE MONTHLY PAYMENT WAS {$3200.00}. AS THIS WAS QUITE A DIFFERENT NUMBER THAN WHAT XXXX HAD TOLD ME I ASKED HIM SEVERAL TIMES IF HE WERE SURE ABOUT THIS FIGURE?? AND THE ANSWER EACH TIME WAS A CLEAR " YES. '' SO I WAITED AND CALLED THE SAME NUMBER LATER ON THAT SAME DAY ( XX/XX/2016 ) TO DOUBLE CHECK ON THIS. THE REPRESENTATIVE WOULD NOT IDENTIFY HIMSELF BUT HE INFORMED ME THAT MY MONTHLY PAYMENT WAS {$5300.00}.
I EXPLAINED TO HIM THAT THE FIGURE HE WAS TELLING ME WAS VERY MUCH DIFFERENT THAN THAT OF WHAT I WAS TOLD BY THE PREVIOUS SERVICER AND WHAT THE SP AGENT HAD TOLD ME EARLIER IN THAT VERY SAME DAY. BUT HE TOO WAS ADAMENT IN HIS FIGURE OF {$5300.00} AND WHEN I ASKED HIM SEVERAL TIMES IF HE WAS CERTAIN OF THIS FIGURE THE ANSWER WAS A CLEAR " YES '' EACH TIME.
SO THERE YOU HAVE IT - IMMEDIATELY OUT OF THE GATES IN THE PROCESS TO GET A GOOD FAITH REVIEW FOR A LOAN MODIFICATION SP WAS STRAIGHT UP LYING TO ME ABOUT THE MONTHLY MORTGAGE PAYMENT ( WHICH OF COURSE WOULD MAKE IT IMPOSSIBLE FOR ME TO GET A LEGITIMATE REVIEW FOR A LOAN MOD UNDER WAY ). AND SINCE THIS HAS BEEN A SERIOUS ISSUE AND SOURCE OF GREAT CONFUSION GOING BACK ALL THE WAY TO THE ORIGINATION OF THIS LOAN COMBINED WITH THE FACT THAT I HAD JUST SPENT A WHOLE YEAR TRYING TO GET A REVIEW FROM XXXX ONLY TO GET A NEVER ENDING RUN AROUND - I REALLY HAD NO CHOICE BUT TO FILE BANKRUPTCY AT THAT POINT. AND WITH IT HAS COME MANY ADDITIONAL COSTS 2 ) TIME LOST ... .IT 'S TAKING A TON OF MY TIME AND FOR YEARS NOW I HAVE BEEN WASTING MY TIME ON THE PURSUIT OF A LOAN MODIFICATION AND I REALLY, REALLY NEED FINAL RESOLUTION TO FINALLY MOVE ON WITH MY LIFE. OTHERWISE I MAY JUST XXXX. SERIOUSLY.
|
| 05/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
In the year of XXXX, I traveled mostly and had a different mailing address from the property address so someone could assist me with my mails. I also had my bank automatically sent the payment to the mortgage company at the beginning of every month.
Around XX/XX/XXXX, my loan was transferred to Shellpoint, a division of Newrez, but I didn't receive the statement of transfer ( until XXXX ) nor the subsequent monthly statements. Around XXXX, I found out about the transfer. Immediately, I contacted Newrez and found out at transfer point, Newrez had the wrong mailing address on file so I hadn't gotten a statement. Also the previous mortgage company stated that they forwarded the XXXX and XXXX payments but returned the XXXX and XXXX payments. Immediately, I sent in all the payments that were behind to Newrez.
Around XX/XX/XXXX, my bank and I contacted Newrez and requested for the late fee of {$200.00} to be credited. The reason was I was paying on time, but their mistake of having the wrong mailing address on file was causing all the confusion : me not be aware of the loan transfer nor getting the monthly statements and, therefore, my payments were going to the previous company. I never heard about the result of my request from Newrez after that.
On XX/XX/XXXX, I contacted Newrez again and spoke to XXXX XXXX who said he would file a complaint to remove the late fee in XXXX and XX/XX/XXXX. Again, I never heard from Newrez again. Around XX/XX/XXXX my loan was transferred to another company.
On XX/XX/XXXX, I contacted Newrez again to follow up on my request and spoke to XXXX XXXX who said my request was denied because my account was transferred out so there was no account to credit to. I told her in that case Newrez can send me a refund check of the credit, it doesn't need an account to credit to. But XXXX XXXX insisted that XXXX XXXX is pretty higher up and that was the decision. This is the most lame excuse or illogical reasoning. It is similar to when you close your credit card account and there is a credit, and the credit card company said they're not going to send you a refund check because there's no account to credit to.
In summary, the company entered in the wrong address at transfer point causing the issue, repeatedly ignored my requests, then finally came up with an lame, illogical excuse for not giving me back my money.
|
| 08/28/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I am a current customer with NewRez with an FHA backed mortgage.
At the beginning of the pandemic I requested a temporary Forbearance as a precaution, as no one could have anticipated the wake of this unprecedented event. I held back the first payment as a reserve for the unexpected. I quickly realized that I would not be adversely affected financially and made all of the payments and ended the forbearance.
For the past year I prepared for, and recently submitted an application for a cash out FHA remortgage to take advantage of record low interest rates, pay off debt to reduce DTI by nearly {$1000.00} a month, and drastically improve my credit by reducing loan balances.
The application was denied during underwriting. The Statement of Credit Denial, Termination or Charge I received from NewRez sites the principle reason for credit denial as Forbearance Request. Over the phone the mortgage broker said the underwriter denied the loan because of a 30 day late payment during the special COVID-19 Forbearance, despite repaying and staying current otherwise.
I immediately reached out to HUD/FHA to inquire regarding the current guidelines distributed by the FHA regarding the use special COVID-19 forbearance for the purpose of establishing a borrowers credit worthiness during the pandemic. They confirmed that the proper guidelines had not been observed by NewRez by quoting from the U.S. Department of Urban Developments XX/XX/2020, mortgagee letter XXXX that states : Any Borrower who is granted a Covid-19 Forbearance and is otherwise performing as agreed is not considered to be delinquent for purpose of credit reporting.
I was then assured by several FHA representatives that this absolutely applies to bypassing the Credit reporting guidelines and communicating the forbearance and any activity there in directly to the underwriter and it being used against me for establishing credit worthiness.
The FHA provided a phone number and asked that the lender reach out to receive further assistance with correctly interpreting and applying the guidance that they have provided to mortgagees.
This oversight has been escalated to NewRezs Senior council by the brokerage team, who has since refused to do his own due diligence and reach out to the FHA, per their request, for additional guidance and will not answer any direct questions that I ask.
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| 02/25/2022 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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On XX/XX/XXXX I called my mortgage company Shellpoint for options because I was not being able to paying the mortgage. I was giving the option to extend my forbearance. I was told that my credit report would not be reported late and I did not have to pay until XXXX.
Early XX/XX/XXXX I received a phone call that my mortgage was not paid. I told the representative I was on a forbearance plan. The representative told me she did not have any records of my forbearance. On XX/XX/XXXX I called my point of contact XXXX XXXX I left message he called me back XX/XX/XXXX and he informed she did not put it in the forbearance correctly he will put it in for me. I will not be responsible for XXXX, XXXX, and XXXX mortgage for sure and no negative reporting will be done. To be sure I called XXXX XXXX back on XX/XX/XXXX however he was on vacation I got routed to another representative XXXX informed me that XXXX nor the representative in XXXX has the right to say I am approved for the forbearance it has to be submitted for approval. XXXX also informed me that I was denied and needed to make arrangements. I was in tears and could barley talk. I had to call back XXXX. I tried calling he was on vacation. So right before XXXX XXXX I called back to XXXX XXXX he did not answer I spoke to Another rep she placed me on a loan modification. My concern was my credit report. I was told by Shellpoint that I wasnt going to have to pay XXXX, XXXX, and XXXX by being approved for a forbearance which will not report me late. It was until the XXXX I was told it wasnt true.She stated lets put the modification and after that file for a dispute. So on XX/XX/XXXX I called back to file a dispute XXXX still not answering my calls I was told I could only file online. So I submitted an online request and got a letter in the mail stating per cfpb and the fcra they are required to report accurate information. It is an abuse of power for a company to tell me I dont have to pay a mortgage and than report it late on my credit. The representative I spoke to in XXXX and XXXX both are representative of Shellpoint. I have now gotten a job at XXXX starting XXXX XXXX I have been now denied a job. I am requesting they do the right thing. I would have applied for a loan modification back in XXXX instead of waiting for them to mess up my credit. I requesting my credit be updated asap
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| 12/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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|
Web |
Older American |
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I have an elderly Client, on a fixed income and currently is upside down on her 2 Mortgages. I worked very hard to obtain a fair and reasonable offer of {$290000.00} which was based off condition and location. After weeks of obtaining requested Estimates per 1st Lien Holder Shell Point, the estimates where sent in equaling well over {$240000.00}. Now to be told the Investor of XXXX does not look at condition or location for current market value, they look at the Asset. My Client and myself have now received a rejected Offer to Purchase, and have been required to re-list my Client 's home at a much higher price then it would ever sell for of {$420000.00}, and enforcing a Deed and Lieu of Foreclosure, and still owing the deficiency is uncertain. It was clearly stated to me by Shell Point 's Associate that XXXX will then renovate the property and return the property to the active market after the deed n Lieu is established. This type of act is clearly keeping our housing market and assisting in spawning our Communities housing Crisis. Allowing such Investor 's to entrap these Borrower 's into a Deed in Lieu leaving them homeless and owing who knows how much money after the fact, is a far cry from Helping our Homeowner 's in financial distress. This is Consumer abuse at so many levels. Where XXXX dollars in profit is being made at the expense of the Consumer 's in financial misfortune, and have NO Assets to go to. No other options have been provided to my Client, and the phone calls just keep coming in from Shell Point trying to enforce the Deed in lieu, prior to a Sheriff Sale on XXXX XXXX 2017, enforced by XXXX XXXX XXXX who was the former servicer of my Client 's Loan prior to Shell Point. My Client has tried to do the right thing, sell the property. After being told originally from XXXX XXXX XXXX, to stop making her monthly mortgage payments, she received an accepted modification from XXXX lowering her payment by {$300.00}, to only know the Borrower could not afford those payments either, now the financial road just caved in even more, leaving her not able to make the payments, or make up the past due payments she was told to stop paying. The Average Consumer, does not know the Mortgage guidelines of these so called Assistant Programs. At this time my Client prays for a workable solution, based off this information provided.
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| 07/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We made our regular loan payment for XX/XX/XXXX and then our XX/XX/XXXX payment was sent out XX/XX/XXXX ( a few days early ). Because it was received early, Shell Point counted it as a second XXXX payment rather than as a XXXX payment and we were considered to be in default for XX/XX/XXXX. We have never sent a late payment in our long history with Shell point ( 15 years ). We called & resolved this over the phone in XXXX of XXXX. As far as we knew, we were all set, and the issue was resolved. Now we are locking in a mortgage on a new home, and when we ran our credit report, we are seeing that Shellpoint reported this XX/XX/XXXX event, and our credit has suffered. Shellpoint reported this event as deliquent 10 months later to the credit bureau. My spouse called them XX/XX/XXXX & the woman on the phone said they would get us the Shellpoint Escalation Request/Specialty Letter for our loan agent so we could lock a lower rate on our new mortgage within 30 days. He called again to check on status on XX/XX/XXXX, same answer- " we will get it to you via email within the 30 days of XX/XX/XXXX ''. I called again to check on XX/XX/XXXX, as we never received the letter. Again Friday, XX/XX/XXXX. We needed this letter from Shellpoint stating that our payment was in fact on time and that THEY made a mistake reporting us to credit agencies. Our mortgage for our new home has to lock the interest rate in by today. Without this letter from them we are going to pay a higher interest rate for 30 years on this new loan because of our negatively affected credit. They said the letter takes up to 30 days and there is nothing they can do about it. We await the letter which was supposed to be emailed to us. It never came. When I called for an update, a supervisor named XXXX XXXX told me I needed to send the credit report, and proof that we paid early. I did immediately. He told me he would expedite the letter & get our credit cleared in time. I did exactly what they wanted, emailed asking them to reply that they received what they needed to move ahead, and no reply. I called, no one is ever at their desk. no supervisor can help. Nothing anyone can do M'aam. Over and over. I've done nothing wrong, did everything they asked, and still will end up paying handsomely for their negligence. I was surprised to see they are accredited via XXXX with an A+.
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| 11/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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I had applied for a rate & term refinance with NewRez on XX/XX/XXXX.
After missing my closing date by 2 months, I received a closing disclosure on XX/XX/XXXX showing that I was set to close on the refinance, and the closing disclosure sent to me was completely wrong compared to what appeared on the actual closing documents. I will detail the information below : Terms I had agreed to on the original application ( Loan estimate dated XX/XX/XXXX attached ) : Loan amount : {$130000.00} with me bringing {$110.00} to closing.
I *locked* into a rate of XXXX with XXXX points. ( Rate lock agreement attached. ) The estimated monthly payment was {$1300.00} Closing disclosure dated XX/XX/XXXX ( attached ) showed the following : Loan amount of {$140000.00} with {$1900.00} coming back to me at closing.
Mysteriously the rate was 2.75 % with XXXX points ( no one ever told me that the rate/points had changed - and rates have gone down since I locked in so there is no reason for my rate to have gone up. ) The loan amount on the closing disclosure showed {$140000.00} with {$1900.00} coming back to me at closing after closing costs and payoff of my old loan.
The monthly payment was to be {$1300.00} Closing was scheduled for Tuesday, XXXX, and the documents showed a completely different loan XXXX closing disclosure dated XXXX attached ) : Loan amount {$150000.00} with my second lien of {$10000.00} being paid off. It was never discussed with me that the second loan had to be paid off. This was a COMPLETE surprise at closing. I was now receiving {$24.00} at closing.
The rate was now XXXX with XXXX points. When questioned about the change in rate/points, my processor said " I have nothing at all to do with the rate. '' I contacted my loan officer about this on XXXX with no response. I asked the processor to have him contact me, and she said she would, but it's now Monday XXXX, and I have yet to hear anything about why the rate was wrong.
Monthly payment was now {$1400.00}.
I have been incredibly displeased with this entire process - with missing my closing date, messing up the loan amount, lack of communication about a second lien needing to be rolled into the loan ( no one even asked me if I would like to pay it off with cash ), inaccurate closing disclosures, the interest rate and point combination changing with no explanation, etc.
|
| 09/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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To whom it may concern, I am writing this complaint so my concerns in regards to my loss mitigation review with Shellpoint can be addressed and rectified immediately. My loss mitigation request was submitted back in XXXX of 2019 and when it was pending a decision an appraisal needed to be ordered by the lender to complete the review. This took longer than it should due to the appraiser hired by the lender not contacting me the homeowner in a timely manner. Once it was finally completed it was not even given to the lender right away and they did not have this information until almost 3 weeks later after taking almost a month to schedule it. After receiving this information other documentation used for my review became outdated and was requested in XXXX of 2019. Once this was sent into the lender they then needed additional information about the co-borrowers income in which was submitted. Fast forward to right now and not only has no decision been made in almost 6 months, the income used was not properly calculated resulting in a denial in XXXX after all the requested documents were given to the underwriting staff. Due to the negligence of the underwriting team in calculating the co-borrowers income. I was able to get the file reopened and it is currently with underwriting pending a decision with all documents accounted for however they now need a new appraisal per their guidelines as appraisals are only good for 90 days. I feel like my file is being delayed and sabotaged as they didnt even have the correct loan balance in the paperwork. I have requested a new underwriter and also requested a new manager for my file to no avail. I would like answers and proof my appraisal is only good for 90 days and if this is true why wasnt a new one ordered back in XXXX as it would have only been good until then. The quality and care of my file has been unacceptable and unprofessional. Everything being requested from me was piece mailed and asked for every 3 weeks causing a major delay in this process. Not only does it cause a delay in the review it also caused for other documents to become outdated when in fact they have always had a complete file. I would like this rectified immediately. I have worked for a government establishment for years and tell you right now this seems like they are delaying this modification review on purpose.
|
| 09/20/2019 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
In XX/XX/XXXX, my mortage was sold to a company called New Rez financial ( also know as shellpoint ) not by our choice. We had made 2 mortgage payments, and then they were demanding that we get flood insurance ( XX/XX/XXXX ) due to the location of our home to a small brook. ( This was never a problem with the prior company working off the same flood maps ). We got our flood insurance policy paid in full for the year prior to the deadline they gave us. The insurance company sent over the binder in XX/XX/XXXX. New Rez also requested that I compose a letter stating that I would be responsible for the flood insurance premium every year and it would not be escrowed with my mortgage payment.
Fast forward to XX/XX/XXXX and New Rez was claiming they never received the flood insurance policy and now was putting a flood insurance premium in our escrow, which was another {$120.00} a month to our bill. I told them I did have a policy and I requested a new escrow analysis to be done, so my payment would be fixed. I then check in XX/XX/XXXX, it was not done, but was told to make the original payment amount, which I did and it was adjusted. XX/XX/XXXX I checked again to see if the analysis was done, it still was not done and I was advised that they would not do it again before the state requires it later in the month because " it doesn't make sense to them ''. I was advised that I was on a recorded line and of I did not pay the mortgage with the extra {$120.00} payment on it, the loan would be marked as unpaid and reported to the credit bureau. I paid the payment of {$920.00} for XX/XX/XXXX payment. I was also told on this phone call that the letter I sent saying I would take care of our flood insurance, actually means that they wont take care of anything in the escrow ( taxes and insurance ).
Also there was an issue with my taxes that went unpaid in XX/XX/XXXX which was the prior mortgage company but they would not handle the situation at all. They were also 3 months late paying my taxes for XX/XX/XXXX as well.
Finally when I do ask to speak with a manager or supervisor, they can never forward me right away to them, I have to be put on a call back list and wait for them to get to me. They will call minutes before the closing of their office, which means I cant call back until the next day and start the process all over again.
|
| 08/10/2023 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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|
My wife and I have been facing financial hardships since my loss of employment in XXXX of XXXX and myself having mental health problems, which I was placed in a behavioral hospital for being unstable risk to myself.
We have been in contact with the company since XXXX when we submitted a hardship packet.
One of the representatives a month later, informed us that additional documents were needed. Promptly, on XX/XX/XXXX, we provided all the requested documents to support our case. However, despite submitting the necessary paperwork, we received no response from them for a considerable duration. This silence caused significant distress and XXXX for my family.
During this difficult period, we attempted to refinance to alleviate some of our financial burdens, but our efforts were in vain. It came to our attention that in our consumer reports the mortgage company had affected our ability to secure refinancing. Upon investigating our consumer reports, we found discrepancies in the reported balance and realized that the forbearances were inaccurately reflecting past due for the times my wife and I contracted XXXX, with me even being hospitalized during the XXXX variant outbreak.
In response to these discrepancies, I sent a certified letter requesting verification of the assumed outstanding amount. Yet again, no response was provided for a staggering 90 days, exacerbating our financial distress. Regrettably, the situation has now escalated to the point where we have received a property seizure notice from the sheriff 's office with a sale date of XX/XX/XXXX.
This entire ordeal has been nothing short of a nightmare for us. We feel that our consumer rights have been blatantly violated, especially as an XXXX American couple. We firmly believe that the federal laws have been broken in the pursuit of seizing our home, leaving us in a state of profound despair.
I implore you to urgently address this matter and provide a comprehensive explanation for the prolonged silence and lack of response on their part.
Our family 's well-being and financial stability are at stake, and we hope that you understand the gravity of this situation. We request that you investigate the mishandling of our case, rectify the errors on our consumer reports, and cease any further actions against us until this matter is appropriately resolved.
|
| 04/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hello, I am having issues with NewRez Financial regarding my Escrow account. This is not the first time we have encountered such a challenge. In XXXX of last year wqe filed a CFPB complaint ( Complaint Number XXXX ) about a sudden major increase in our mortgage due to a claimed shortage in our escrow account. There was found to be a missing check from our escrow account from our previous hazard insurance company, but despite sending them the check there was still a difference. After going back and forth with the Agents ( I was told about 5 different amounts I was going to have to pay to make up the difference ), one Agent finally found the error, and managed to bring my payments from over 2500 a month ( as originally quoted ) to around {$2400.00} a month. This is still a large increase from the {$2200.00} we had paid to our original lender.
Earlier this month, I received another notification that there was a " shortage '' in our escrow account. Now, we have paid extra for the past 12 months to cover the shortage which existed before. There are no increases to our hazard insurance, and there is no increase to our property tax. NewRez claims there is a {$2000.00} shortage for the next 12 months, which would increase my monthly mortgage by another {$170.00}. Upon review of the statement, the only difference I see in the expenses is a DECREASE in my Hazard insurance from {$2900.00} to {$2800.00}. I do not understand how there can be a shortage after paying all year to catch up from a shortage before ( while still paying my current escrow amount ). I am including a copy of my original Guaranteed Rate mortgage statement showing our escrow amount, as well as the most recent escrow analysis received from NewRez. As with my other current complaint, I have made numerous attempts to contact NewRez about this, however they have shown to be incredibly difficult to contact, with calls terminating, and hold times exceeding 2 hours on occasion.
I understand there will be variances, and slight increases from year to year due to changes in taxes and hazard insurance, but nearly {$5000.00} in two years is an awful lot of shortage to happen. If this is the case, there needs to be better fiduciary management on their part to make sure people stay on track, and aren't stuck paying " shortages '' for the duration of their mortgage.
|
| 10/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I have only been with NEW REZ for a couple months ( not by choice ). My loan was sold off. I went online to pay my mortgage ( never getting proper notice in the mail of any issues ) and my payment was increased by {$90.00} a month ( almost 1100 for the year ). Now I am a XXXX XXXX that does A LOT of business so I am very familiar with what can and cant take place. I called and requested someone to re look at it on the XXXX of XXXX That woman said my summer taxes increased by almost {$800.00} for the year ( untrue ). In the meantime, I went to my city and my taxes had extremely small increases and should have never made a difference since I paid an extra {$20.00} in my escrow 4 or 5 times and this company received my loan with a cushion. I called today again to get an update and was told the company decided I didn't need to have a second look. I thought that was extremely unprofessional especially by a company that never notified me with options. The first woman I spoke to was rude and wouldn't give me my next step ( actually told me to go back down to the city and send them the info as if that is MY JOB. I asked to speak to a supervisor who tried telling me that my summer taxes were 2700 something which is a BIG jump from last years XXXX ( she was comparing summer to winter ) and when I corrected her she started to back track. She then stated that NEW REZ has a different requirement for escrow cushions. I said " well we are now on reason 3 that doesn't make sense to an experienced XXXX so can I have someone call me, I really think this needs a second look. {$1100.00} for the year is ALOT of money to be short on a loan I just refinanced 12 months ago with the proper info. No sale or purchase has been made. She decided to become rude as well. I am now looking into refinancing just because my impression of the people in charge of the roof over my head isn't starting off as a good one. I do not trust this wont happen again and if I cant even get the correct answers or clarification than I feel sorry for the customers that do not have a XXXX or XXXX XXXX background. Something not right is going on here and I need to know what that is right away. I will make sure I no longer do business with ANY mortgage lender that allows NEW REZ to purchase loans and I absolutely will not have XXXX XXXX do business with NEW REZ.
|
| 04/06/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
|
|
XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Mortgage ISSUE Problem with a credit reporting company 's investigation into an existing problem We received your complaint. Thank you.
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work.
YOUR COMPLAINT My loan was transferred over Ive been a dispute with them shellpoint Mortgage loan number XXXX the month for XX/XX/XXXX My previous mortgage company XXXX Reported I did not pay XX/XX/XXXX I have sent documentation over to them several times now it is reporting on my credit report That I havent made a payment since XXXX XXXX and XXXX and XXXX this incorrect reporting it has dropped my score 127 point I am send documentation of payment history I was getting ready to purchase a home loan ATTACHMENTS XXXX ( 1.4 MB ) I have never respond to this complaint New complaint XX/XX/XXXX Shellpoint reported on my credit report that I was late reference back to complaint XXXX XXXX drop my points 127 in the process of me purchasing a home due Shellpoint I lost money {$40000.00} I was purchasing house on XX/XX/XXXX I was not able to purchase because my score had Dropped Also Shellpoint attempt to fix my credit over 3 time ask of today XX/XX/XXXX they have not fixed it what they did do is remove them self from my credit report of 30 years of history Show that I never had a lone and pay the property at XXXX XXXX XXXX XXXX XXXX TN XXXX off. Shellpoit Shellpoit bought this paper from XXXX That went into bankruptcy XXXX sent me a letter stating. That this loan should never have came over to them I am requesting {$40000.00} for the property that was lose due Shellpoint Repo incorrect on my report results and dropping my score. Then they removed his self all together for my report refused to give me the credit due to me for the years I have paid the mortgage never respond to any of my requests I am requesting that they replace Shellpoint back on my credit report show paid in full Of 30 years Paid as agreed And to be reimbursed {$40000.00} contract attached XXXX XXXX
|
| 09/04/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
The problem is with Forced Place Insurance by my the mortgage servicer.
Chronology of events : XXXX XXXX, XXXX - " Notification of Expired Coverage '' sent by sevicer. Not true. Thesame policy has been effect since XXXX.
XXXX XXXX, XXXX - Faxed policy information. Next XXXX statement still showing a {$53.00} escrow assessment for Forced Place Insurance.
XXXX XXXX, XXXX - Called servicer. They said they only had expired info on file and had not received the fax, that their system was about 2 weeks backlogged due to the XXXX holiday. I suggested soft copy e-mail upload and they agreed and had me upload to XXXXXXXXXXXX. This seemed odd since the domain does not match their company name. Another {$53.00} escrow assessment on the XXXX statement.
XXXX XXXX, XXXX - Caller servicer and they said that they had received the Proof Of Insurance but they need the " Declarations '' page. Had Insurance agency fax the " Declarations page Another {$53.00} escrow assessment on the XXXX statement.
XXXX XXXX, XXXX - Called the mortgage serviver and they said that they still had not received any current information and only had expired information on file. This agent said that the " POI '' and the " Declarations '' pages are the same thing. Advised me that they have a NEW fax number. Faxed information again.
XXXX XXXX, XXXX - Received a notification from the servicer that the " mortgagee '' information was incorrect. Contected my insurance agent and they confirmed that the mortgagee information is correct, exactly as requested. POI sent again by my insurance agent to the NEW fax number. More re-occurring monthly charges for Forced Place Insurance.
Essentially gave up - This is obviously a revenue enhancing ploy. Blog postings indicate that this particular mprtgage servicer could make life much worse for me, e.g. reporting incorrect information to credit bureaus, unexplained additional fees, incorrect balance calculations, etc.
XXXX XXXX, XXXX - I have a second property with the same loan servicer. Now they are doing the same thing with the XXXX mortgage. The recent " Expired Insurance '' notification gives directions for web upload option option. Uploaded insurance information for XXXX mortgages.
XXXX XXXX, XXXX - Filed complaint with CA XXXX oversight. Complaint # XXXX, the licencing ageny for this mortgage provider.
|
| 03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In 2018 I attempted a loan modification with my loan servicer Shellpoint mortgage and in the end after paying {$5000.00} in attorneys fees the offer by Shellpoint was {$600.00} a month more than what my current loan was. I was already struggling to pay the current loan and the additional {$600.00} offer caused me to decline the mortgage modification. I had to bring the loan current which cost me {$15000.00} which I paid up through to 90 days as they explained was appropriate. They explained I could add extra payments to close the gap overtime which I continued to do. Today I am currently trying to refi my home to come out of Shellpoint mortgage is a ARM with a floor at 5.94 % so that I may lock in a new loan at 2.97 %. The loan has been being paid consistently however when it was time to close on the refi Shellpoint, upon reverification of payments, indicated my loan have consistently been behind 60 or 90 days. Untrue. That gap was closed months ago and an attorney has since said with the declined loan mod, the 90 day gap should have just been added to the back end of the loan. This has now caused my refi to be in jeopardy if not fall apart and handcuff me to this loan. For which I am prepared to sue. If my Mtg payment happens to return for which I replace immediately, Shellpoint has charged me {$400.00} in fees for such in the past. Additionally, randomly, Shellpoint put my account with an escrow account just before my loan mod in 2018 and didnt inform me which also was making me Behind because my usual payments were no longer enough so this increased my monthly payment. This was not the original agreement when I did my mortgage and despite requests to remove it, the escrow acct still remains in place. In addition to that, any extra funds I may try to pay for fees or apply to principal either go to an unapplied funds account or they return my payment to me thereby making it almost impossible for me to either pay down the mortgage quicker or address the fees that they excessively charged me. Now, at refi closing they want to say my acct has had a year of 60 day lates when originally starting the refi they indicated the account was in good standing. Theu need to have their pay practices audited and fines/fees refunded to me because their predatory and userous. They want me handcuffed to this 5.94 % ARM rate.
|
| 01/27/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
Shellpoint Servicing has been informed that they are publishing a Time Barred Debt that is no longer enforceable under the Applicable State laws. They are also making claims to be acting on an Investor named XXXX as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX Trust. That this firm : Shellpoint Servicing was informed several times over to stop publishing a Debt to the Public that is not valid not true. They are attempting to foreclose on a debt that has an expired SOL and a non enforceable and Stale Debt as well as the underlying debt/and Deed to be outside of the timelines of collections. This false claim is being published on XXXX each month and shows to publish a debt claimed as owed of XXXX XXXX. Please cease this publishing of this debt. Under CA : XXXX ; along with the underlying XXXX being expired : and under XXXX this expired at SIX YEARS. See attached Letter of Explanation. Each attempt to explain is answered in stating they somehow are not understanding what is being said. See exhibits that include the answer by Shellpoint. THE NOTE WAS ACCELERATED BY XXXX ( SEE ATTACHED ACCELERATED LETTER ) CALLING DUE THIS NOTE : AS OF XXXX/XXXX/XXXX. Then after SIX YEARS an untimely claim to a debt : then claiming XXXX Due : however this was filed inaccurately and filed after the expiration of the stale debt by recording a Notice of Default on XXXX XXXX '. This NOD was disputed at the time, however new events of abusive servicing occurred, including stepped up ramped up illegal actions. The topic of this complaint is to state this is a time barred debt as of XXXX XXXX ' AND THAT THE LATER XXXX XXXX ' FILING OF A NOTICE OF DEFAULT WAS TOO LATE TO CLAIM ENFORCEMENT RIGHTS OF AN EXPIRED DEBT. Later in a BK filed in XXXX XXXX XXXX ' it was discharged debt in the bankruptcy. However under XXXX and the marketable records act : this together with XXXX this is not enforceable under the claims being made by the parties named : Shellpoint Servicing : XXXX AS trustee for XXXX XXXX XXXX XXXX : & or XXXX having no right to publish this DEBT as being owed. This is causing to tarnish my reputation in my business, and effect my income. This is slander. Please stop all further illegal collection acts. Remove this Sale Date that was caused by this defective claimed Notice of Default and stop making false claims and release this lien.
|
| 11/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hello CFPB : I am contacting you in an attempt to have expeditious results regarding the escrow analysis that I received in the mail on yesterday with a payment due on XXXX XXXX. I contacted the Senior VP/General Counsel ( XXXX XXXX ) via email and asked that Please correct this matter within five business days of this communication. I also talked with XXXX XXXX of the Specialty Division of Shellpoint Mortgage at XXXX.
In XXXX, I secured a construction loan from XXXX XXXX XXXX who later transferred to XXXX XXXX XXXX ( XXXX ). In XX/XX/XXXX, XXXX transferred to ShellPoint Mortgage Services. Since that time, I have experienced repeated errors in the accounting and billing which have caused much grief and anxiety.
Last Spring, I sent a mortgage payment in with three advance payments earmarked for three future mortgage payments. The mortgage was applied to my principal. Surprisingly, I received a default letter for the next month. It took over a month and six phone calls to different representatives and four emails to various departments to have it corrected. Even after it was corrected, another error occurred which led to more phone calls and inconveniences.
On last night, I came home to read my escrow analysis. The XX/XX/XXXX amount due is {$6300.00}. I am showing a current escrow balance of - {$24.00}, XXXX. This can not be correct. My yearly taxes and insurance don't exceed {$2500.00} a year. In addition, XXXX XXXX sent a copy of the homeowners insurance twice to Shellpoint when requested.
I am being told that my taxes were delinquent form XX/XX/XXXX-XX/XX/XXXX. However, the County Tax Portal shows that the taxes were paid. I have never been delinquent on taxes.
Also, the cushion of {$4.00}, XXXX ( 1/6 ) is unconscionable. My original lender has a 1/12 cushion clause. Therefore, the terms of my loan can not change due to transfer. This cushion was not contracted for and is NOT reasonable. How many average working persons can afford to pay an extra {$4900.00} with less than a months notice.
In closing, I am requesting that this matter be corrected within five business days of this correspondence to you. I should only be responsible for the {$790.00} contracted in the original loan and the {$160.00} escrow and possibly a cushion on 1/12 not 1/6 per my original loan.
Regards, GP
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| 03/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
|
The form letter submitted does NOT CLEAR the ESCROW - Shellpoint has on my MORTGAGE STATEMENT -- there is a PAST DUE ESCROW {$2600.00} -- Shellpoint Dashboard statement shows {$2400.00} -- Shellpoint must correct the MORTGAGE STATEMENT! sending CFPB a form letter stating nothing is due is misleading and fraudulent.
ESCROW balance will be due after XX/XX/XXXX as I pay Insurance/escrow and Taxes within my MORTGAGE PAYMENT. Shellpoint alleges the Mortgage statement can not be corrected WHY NOT? Upper Management Promises to do so since XX/XX/XXXX NOT REALIZED!!!
Shellpoint was quick to send FORECLOSURE letters without waiting for XXXX XXXX to clear up the Grant payment. I had to contact all parties and secure the grant funding be paid with CFPB intervention. Otherwise I could lose my home due to negligence and discriminatory treatment by XXXX XXXX!
At the least Shellpoint could create a corrected record. They went back and got my loan history so why cant a CORRECTED MORTGAGE STATEMENT reflect NO PAST DUE amount and {$480.00} is due XX/XX/XXXX?????. A form letter wont due because this error is on my MORTGAGE STATEMENT -- ESCROW is not added to my statement as a PAST DUE when Shellpoint just got the funds and dispersed these funds without any help from WELLS! It is Shellpoint responsibility to manually correct the MORTGAGE STATEMENT.
The Federal grant paid in full all existing balances including escrow! Since XX/XX/XXXX, have been lied to by upper management at Shellpoint that the MORTGAGE STATEMENT would be corrected by XX/XX/XXXX. IT WAS NOT! As of XX/XX/XXXX - MORTGAGE STATEMENT continues to add a past due ESCROW balance the BALANCE is not described as pending payment which it should state ( pay taxes and insurance+escrow ) in monthly payment.
Demand the MORTGAGE STATEMENT to be corrected as promised by Shellpoint immediately. My existing balance is monthly mortgage due XX/XX/XXXX {$480.00} In my quest to receive a corrected MORTGAGE STATEMENT -- Shellpoint sends the same form letter to CFPB that I have received 3x and each time does not reflect ESCROW as a {$0.00} balance or a PENDING Balance going forward!!! Shellpoint addition of my Loan History does not deflect their responsibility to manually correct my MORTGAGE STATEMENT! Otherwise I have no proof of a PENDING ESCROW vs a PAST DUE ESCROW!
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| 10/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage was transferred to Shellpoint in XXXX XXXX. I am unable to refinance my home due to a mortgage gap Shellpoint has created by not properly reporting the payment history from when Shellpoint began servicing the loan. Shellpoint began servicing my loan on XXXX/XXXX/XXXX and I was notified XXXX that my loan would be transferred from XXXX XXXX XXXX. When I checked my credit report recently, I saw that Shellpoint was quoting $ XXXX past due entirely inaccurate. I called Shellpoint starting in XXXX XXXX and ascertained that the payment history from previous loan servicer, XXXX XXXX XXXX, was not reported accurately. I faxed over a ledger of detailed payment history from XXXX XXXX XXXX for years XXXX, demonstrating accurate and timely payment history. The representative said she would escalate to a department that handles that and would get back to me within a week. After about 10 days, she reported that the department she escalated to was not the right department and did not have an update for me yet. I faxed over additional information from my bank demonstrating that payments for XXXX were delivered and cashed by former servicer and should be acknowledged by Shellpoint. Moving into XXXX and, I had three phone calls with XXXX, the representative, and two phone calls with her supervisor. I was told that I would have a detailed ledger showing updated payment history and new past due amount. That ledger was still in accurate and not showing all payments made to prior servicer. On XXXX XXXX, XXXX, I faxed over copies of previous servicer 's statements from XXXX and XXXX, demonstrating the mortgage payment amounts ( {$3600.00} and {$3600.00} XXXX because the representative said their accounting department thought my mortgage payment to prior servicer was the same amount as Shellpoint 's {$4000.00}.
It is now XXXX and I 'm out of bankruptcy. Even with a XXXX XXXX XXXX XXXX XXXX showing a past due amount to Shellpoint claimed and paid, I have yet to receive an accurate accounting of my payment history. Additionally, Ive made two mortgage payments recently and received no receipt of payment, no statement, and no updates to my online account.
And finally, although I am eligible for an XXXX XXXX, without an accurate accounting of my mortgage history, I can not access the refinance option provided by XXXX
|
| 06/23/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
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Web |
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I 've received several collection phone calls from Shellpoint. When I initially spoke with a representative from Shellpoint, I asked that they not contact me at my work number nor my cell phone number and I provided all of the contact numbers I had for my ex-husband. I explained ( to both XXXX and Shellpoint ) that this property was awarded to my ex-husband in divorce and I did everything in my power, including obtaining an order to force him to sell or refinance the house. He fought the order all the way to the state supreme court and lost the case, this XX/XX/2016 I left XXXX marriage, purchased a small house and did absolutely EVERYTHING that the law would allow to force my ex-husband to be responsible for the XXXX XXXX residence. I provided all of this documentation to XXXX XXXX XXXX with the understanding that although this was adjudicated through the divorce court, there would be no acknowledgement of such by the Bank. I asked to not be contacted via my cell phone nor my work phone with both XXXX XXXX XXXX ( who stopped contact ) and with Shellpoint ( who continues to contact me ). Upon my first contact from Shellpoint, ( XXXX XXXX at XXXX ) I explained the entire situation once again and stated that I provided XXXX both a verbal and written request to not contact me at work or cell phone number. I was told by the customer service representative that the request made with XXXX did n't matter and I would have to go through a similar process with Shellpoint. I stated then to consider this call as my request to cease contact and hung up. The Shellpoint representative subsequently called my work phone number back again ( XXXX XXXX at XXXX ). I did not pick up the call. I just received another call today, XXXX XXXX, 2016.
When the loan was with XXXX, I said that I would sign and execute any documentation needed by XXXX XXXX XXXX to facilitate the foreclosure. XXXX XXXX XXXX then sold this loan to Shellpoint, in the midst of the foreclosure process, and now Shellpoint is calling me. This foreclosure process has lasted almost 3 years with no end in sight. I 've taken a huge hit to my credit, since this and the second mortgage is being completely ignored by my ex-husband and have provided XXXX XXXX XXXX and Shellpoint with all of this contact numbers and information I have. I 'd like for this to end.
|
| 08/04/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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I have an account with NewRez LLC d.b.a. Shellpoint Mortgage Servicing. Due to hardship induced by the COVID-19 pandemic, I fell behind on my mortgage payments. I attempted to call numerous times ( at least 12 ) to fix this issue during the months of XXXX and XXXX ( before I went delinquent on the account, but I was never able to get through to a representative, sometimes leaving my phone on speaker phone for over an hour while I waited ), and I called at least 5 times during XXXX and XXXX ( after being late on my payment ). In XXXX, I was able to make contact with Shellpoint ( about 2 and a half weeks ago ), and the representative there explained that I had a caseworker for my account and to call that person the first week of XXXX to discuss an option that was available to me. It was explained that this option would make FHA assume 3 of my mortgage payments and add them to the end of my loan, fee and interest free. A part of my loan program allows me to move at least one payment to the end of my loan as a part of my terms and conditions anyway, and when I spoke to the representative 2 and a half weeks ago, I explained that to her as well before she gave me the first option mentioned above. I also explained this to the representative today who continued to read me a letter I've never seen before that didn't mention any of what I was told, and the place she advised me to go just kept referring me to options that didn't fit my situation. My initial intent was to move one payment to the end of my loan term ( benefit spelled out in my terms and conditions of my contaract ) and make 2 months worth of payments to be completely caught up and current, but because of what I was told, I used the extra money to pay other creditors I owed. This situation needs to be remedied. I feel asking me to make my full forbearance payment right now i unfair and deceptive. They should really have representatives that are on the same page and that provide accurate information, especially during this uncertain and hard time we're facing as a country. I would've paid this when I had my first conversation if it wasn't for the information I was given ( I said that on the phone call as well and I also verbally confirmed this program would be available to me when I spoke to the representative of Shellpoint a couple weeks back ).
|
| 02/02/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
|
This reverts back to a complaint from XXXX XXXX Case number : XXXX related to the settlement from a law suit with the federal government giving us up to a 41 % principle reduction Modification opportunity in which XXXX explained where the income they used to process our Modification of XXXX XXXX, that income information was provided by us back in XXXX. Since then my wife was forced to changed jobs as I was and our income was negatively impacted plus, the Social Security income they used was inaccurate by over a thousand dollars too high. This income for the XXXX 41 % principle reduction Modification was not provided by us in XXXX it was transferred from a XXXX Modification we had applied for. The reason we did not respond back to CFPB when we received XXXX 's response was, XXXX told us they would consider us for that 41 % principle reduction opportunity. We then started sending the required documentation and were at the final piece of documentation necessary to complete the package for review when XXXX sold our loan to Shell Point servicing a division of New Penn Financial, LLC effective XXXX/XXXX/XXXX. When we received that notice we attempted to get that final documentation sent to XXXX XXXX at XXXX, 3 times with no response from him or XXXX. Then on XXXX/XXXX/XXXX there is a Notice of Trustee Sale filed against our home at the XXXX XXXX XXXX XXXX Office with a scheduled sale date of XXXX/XXXX/XXXX by XXXX with the recorded copy mailed to XXXX XXXX in XXXX XXXX. Since the mortgage has been sold I have attempted to reach XXXX XXXX on XXXX different occasions with no call backs. ( I got the contact number on my own from searching on line! ) I have not gotten anything in the mail from them. On my first call I did get the loan number ( XXXX ) and I was told there is a sale date of XXXX/XXXX/XXXX in the file and that the loan was discharged in Bankruptcy, from the person answering/directing the calls, which is not true ... ..Only my wife filed Bankruptcy ... ..I did not file, she had personal financial issues she needed to resolve. We have not received a denial letter related to the Modification with XXXX, that was almost completed or anything except a Notice of Trustee Sale. We want to save our home and that 41 % Principle Reduction opportunity gave us that chance and now appears gone as is our home.
|
| 12/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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|
I started a refinance process of my existing loan back in XX/XX/2019. I wanted the lowest interest rate, lowest monthly payment, no closing costs, 30 year fixed mortgage, I am not taking any money out, and I wanted to pay the fewest points possible. I have great credit, very little debt ( 1 home, 1 car, 1 credit card that I pay off every month ) and should have been an easy in and out refinance job.
My existing mortgage provider ( XXXX ) called me and pleaded with me to stay with them. They were in bankruptcy restructuring and did not disclose they had been sold to NewRez. I agreed to stay with XXXX to make the process quick and easy. Needless to say, it is now XX/XX/2019 and my loan still has not closed and is now with NewRez.
My credit has been pulled multiple times and I have incurred a 31 point drop in my credit score from XXXX ( I was told multiple times that refinancing to a lower my interest rate would only impact my credit score by 1 to 2 points - this is far from what happened! ).
My loan has unlocked at least once, the person that I was working with quit and NewRez did not move the loan to a new processor to actively work.
After repeated emails and phone calls I finally found out my loan fell into a black hole as a result of the person leaving the company. Due to all of the missteps on NewRez 's part they PROMISED they would give me a great rate and a great deal as a result of all the hassle. This was hardly the case ... they lied to me, tried to pass thousands of dollars worth of costs to me and then pretend like they didn't ( they were shocked when I would ask, where are these costs suddenly coming from ... and pretend as if I must be mistaken, there were no costs being passed to me! They aren't the only ones that can compare multiple documents and add! Had I taken them on face value, I would have paid money to line their pockets with commission. We still have not closed, I have called their corporate office and am waiting a call back from their General Manager.
The lies, the manipulation, and the lack of respect for people is unconscionable. There needs to be tools that guide consumers with facts about rates, closing costs, points, etc. I know I am being lied to and manipulated but I have no idea to what extent! I simply want a fair refinance, but to date this has not occurred.
|
| 12/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Our house burned down XX/XX/2018. We immediately contacted our insurance and mortgage company. When insurance pays they send it to your mortgage company all of it not just what you owe on the mortgage. NewRez Mortgage company is who we have our mortgage with. It has been like pulling teeth to get them to pay us the money that insurance sent to them. We tried sending the builders pay schedule, ( they said they dont work like that ) sent too many emails to count, made phone calls etc. They either take a very long time to get back with you or they dont contact you at all. When you call them they tell you they will do something but they dont. They tell you they will call you back but they dont. They tell you they have not heard anything but then you talk to another person and they tell you they have heard something. We had to have 2 inspections done by them to receive more money after The first one we never heard back so we started calling and they had sent the wrong form to be filled out so it was a bogus inspection. They finally sent money but they sent it to the wrong address so we had to track it down and what should have been overnight took over a week for us to receive We have also had the last inspection for a final release and yet we have still not been given our money. The inspection was done on XX/XX/XXXX They are suppose to have 10 days to release funds but when we can finally get someone on the phone. They say we have not received an inspection report or We received a report but it came back at showing the house was only 1 % complete or they dont call or write you back at all. We are officially living in the house now and they still have not released the money or contacted us. We have asked for the rest of the money plus the interest earned while they were keeping the money but we never hear from them. We have had to borrow money and cash in 401 documents and cash in mutual fund documents etc. all of which we will have to pays thousands of dollars in taxes on all because they would not release the money in time for us to pay the builder. I dont know how they get away with treating their customers like this. We have no choice who our mortgage gets sold to and maybe none of them are any better but this whole experience has been made 100 times worse because of how NewRez chose to do things.
|
| 07/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
Our mortgage was transferred from XXXX to Shellpoint New Rez. When they did this, I set up a one time automatic payment thru my bank to NewRez to cover the 1st pmt. I paid {$1800.00} on XX/XX/19, which is the full mortgage payment for XX/XX/2019. NewRez then did an ACH for {$1800.00} on XX/XX/19, and took another ACH for {$1800.00} on XX/XX/19. I have called for a refund of the two erroneous payments. At first they told me that I must prove that they took the XX/XX/19 pmt, which I did. I have since spoken with at least 7 different reps at their call line, who each tell me that they are escalating. Each time they do this, they tell me that it will be 2-3 days, 24-48 hours, 4-5 days ... for us to see the refund in our bank account. I completed the " Contact Us '' on their website 3 times, I faxed them with confirmation, and I also wrote a snail mail letter as they state that we have rights under the Federal Gov't. All of these attempts have provided NO response from this company. They destroyed our budget and put us in a negative with other debtors when they pulled a total of {$3600.00} that they were not entitled to. On top of this, the statement then showed that the next pmt was due XX/XX/2019, which is also incorrect - based upon these payments no pmt was due until XX/XX/2019. They've now moved the {$3600.00} to " Unapplied Balance '' so it is not benefiting the interest on the mortgage either. I was told yesterday that this was escalated to this person 's supervisor who is the only one who will be able to find out why the escalations have not brought results. I was on the phone again today filing another complaint. I am now told that a XXXX XXXX will call me within 24-48 hours, so again we wait. Since it is XX/XX/2019 and payment is due no later than the 15th ( and I never wait this long ), they offered to move the unapplied balance to the loan. I don't trust them to do this, so filed the complaint once again today requesting the refund. I gave them the bank and routing number in one of the previous calls and was told we would see the funds back in our account within 24-48 hours. I have removed the banking information on our account with them so they can not do this again, and have set up automatic payments through our bank, but this does not resolve the situation that we have with them now.
|
| 06/12/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
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|
Web |
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In XXXX I received a notice that my loan had been transferred to a new servicer as of XX/XX/2020 from XXXX XXXX to ShellPoint.
On XX/XX/XXXX I paid my original servicer the full amount due which was {$600.00} making my account current for the XX/XX/2020 payment and my next due payment would be XX/XX/2020. ' The new loan servicer ShellPoint started calling me advising I had late fees and was delinquent on my XX/XX/2020 payment. Through several calls they were unable to provide me any details saying all they know is I owe a late payment and that I still need to pay my XX/XX/2020 payment. I asked them to research this to which they said it has to go to another department. What I was eventually told was that I had to go back to my previous servicer and get any information to prove that I paid them prior to the account being transferred and that was not the new servicer job. Repeated calls requesting a supervisor, no resolution. I get calls saying I still owed XXXX for weeks. I paid my XXXX and XXXX payment and was then told I still owe XX/XX/2020 because when I paid they applied my payment to XX/XX/2020 and XX/XX/2020. I have been going round and round with shellpoint. When they call I have no asked to have them turn the recorder off as I live in California and its a 2 party consent state and they say they cant. At first they asked me to hang up and I said I would just wait. They know just disconnect the call and call back the next day or same day.
This kind of behavior has to happen often with these servicers that take over loans and then put it on the consumer to prove that they dont actually owe the money to them. Every statement they have sent me is incorrect, ever phone call they make incorrect states about debt I do not owe.
I honestly thought they may finally call my previous servicer to clear this up but was told they dont do that because its hard to find my account. Its silly. There has to be endless other people that get caught up in this and end up spending their time proving they dont owe a debt and or just pay it.
I myself have found the email showing I made a payment prior to the account being transfereed which I have not sent to Shellpoint because I think this is ridiculous. Shellpoint has no marked me as having a late payment on my credit report and my score has dropped.
|
| 04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
My loan was sold from XXXX XXXX company to NewRez about 1-2 months ago. I was set up for automatic payments with XXXX, which was set up automatically with NewRez. We closed on our property ( which is a new build condo ) last year in XX/XX/XXXX. XXXX XXXX had all of my correct property tax information, and they had me set up with a mortgage payment of {$2200.00} which included principal with taxes & insurance escrowed. The total taxes on the home are {$1800.00} per year. I still don't know exactly how, but NewRez received property tax info that stated my homes property taxes were a little over {$36000.00} per year. After I had made 2 regular mortgage payments of {$2200.00}, they updated my online info to reflect the $ XXXX property tax bill ( without notifying me ), so my new mortgage payment came out to {$9000.00} to account for the $ XXXX required to pay the incorrect tax bill. I only noticed the new payment amount when I logged in to my NewRez online account on XX/XX/19. I noticed the new payment amount, and contacted NewRez right away. They gave me the information I needed, which was to contact the city and get the correct tax bill, which I did, and sent to them that same day on XX/XX/19. I logged in to my NewRez online account today, and see they have made a payment on my account for the {$9000.00}. I called them to see why they haven't adjusted it, and all she could tell me was that she saw I had submitted my property tax bill on XX/XX/19, and wasn't sure why it wasn't adjusted. That she would submit a new request today for a new escrow analysis, and that is all she can do for me. So now I am waiting for a response from NewRez, which she said I should receive in 24-48 hours.
I'm submitting this complaint, because as a consumer, this isn't fair. My loan was sold without my consent, and the new mortgage company implemented a new payment that reflected a {$36000.00} tax bill when in fact it is only 1/20th that amount. I've been making all of my payments on time, didn't change anything on my end, and all of a sudden they're automatically taking a $ XXXX payment from me on a mortgage that should only be {$2200.00}. I'm also concerned for other consumers that may be getting increased escrow payments, even minimal increases, and go ahead and accept them not knowing it could be incorrect.
|
| 04/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
My wife and I have been dealing with the incompetence of Shellpoint since XXXX. We received our Escrow Analysis and noticed that our payment was increasing from {$1600.00} per month to {$6200.00}. I know sounds absurd right? That's what we thought too. So apparently you decided to start adding PMI of {$3800.00} onto my loan. Now this was new to me because the loan was with XXXX for 6 years and I never paid PMI. In fact when the loan was originated we elected to pay a one time payment of, you guessed it, {$3800.00} to eliminate PMI. You took over my loan in XXXX and in XXXX decided it would be a good idea to charge the PMI and send it in to the insurance company. Funny thing is they returned the payment because nothing was owed. The first payment was on XX/XX/XXXX, it was returned on XX/XX/XXXX. There was another payment sent on XX/XX/XXXX and returned on XX/XX/XXXX. The really interesting thing about this is that the disbursements are not consistent or monthly. There have only been 2 since XXXX. If you look at my loan you will see all of this along with the notes from the however many people we have talked to that really couldn't do anything but put those notes in the system. At some point, I guess someone entered a request to have PMI removed from my loan. Today I received a letter that asked me to sign and return it to authorize you to order an appraisal of my property. This will cost me a minimum of {$400.00}, I thought that was interesting ... This is what prompted me to call yet again and be told to email loan servicing. Funny thing is my wife spoke to someone recently that said you all don't reply to emails. I assume it's true as I never received a response from my first email. The way I figure it is I am just wasting more of my time by writing this.
I'm trying my best to document everything that I can. I have sent in the original docs from closing as well showing the PMI payment didn't exist. We have been able to continue making our normal payments of {$1600.00} by sitting on the phone for over an hour at a time and finally getting someone that could take a " Regular Payment with Adjustment '' over the phone. That was for XXXX and XXXX. It was obvious to them as well as everyone we have spoken to that there is a mistake on your part. The issue is no one has the ability to fix it.
|
| 03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I am filing a second complaint with CFPB against NewRez dba Shellpoint because CFBP closed my first complaint XXXX while not one of my concerns were addressed by NewRez dba Shellpoint.
I am disappointed that CFPB would close my complaint without ANY rele
vant response from NewRez dba Shellpoint.
Please see my first complaint filed with CFPB, complaint number noted above.
In a nutshell : On XX/XX/XXXX, NewRez dba transferred a mortgage totaling {$380000.00} ( account number XXXX ) to me as the mortgage holder and owner of a property when I did not own the property and the first deed of trust loan was more than satisfied and paid off to a XXXX balance.
NewRez dba Shellpoint said in their response to my first complaint that there was a zero balance on the mortgage/loan under my name XX/XX/XXXX when the property was sold. I did not sell the property on that date because I was not the owner. Again, my loan had shown a zero balance XX/XX/XXXX. NewRez dba transferred the new loan to me in error. I was not the owner.
I had received a XXXX, IRS form 1099A from XXXX, that I have submitted with this complaint that proves that the property was owned by XXXX XXXX XXXX XXXX XXXX after XX/XX/XXXX. I filed that correct IRS form 1099A for XXXX with my XXXX federal and state taxes.
To my horror, I received a XXXX IRS form 1098 in XX/XX/XXXX from NewRez dba Shellpoint ( NewRez had purchased XXXX ) showing me as the owner/mortgage holder. NewRez dba Shellpoint in their response to my first complaint CFPB XXXX that the IRS form XXXX, 1098 was sent to me by mistake and I should ignore. This is not acceptable. I can not and will not ignore the XXXX, 1098. I demand a corrected form showing my name with a XXXX amount in box 2 ( Outstanding Mortgage Principal ) and no date in box 3 ( Mortgage Origination Date ) and XXXX amount in box 10 ( Other, because I did not pay into an escrow account for property tax of {$2100.00} ) and no date in box 11 ( Mortgage Acquisition Date ). As the provider of the XXXX, IRS form 1098, NewRez must follow legal IRS procedure, send me a corrected form and can not not simply tell the me, the recipient and taxpayer, to " ignore '' the form.
I have filed complaints against NewRez dba Shellpoint with the Attorneys General of Pennsylvania, California and South. Carolina.
|
| 03/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
The home at XXXX XXXX XXXX was purchased about 22 years ago by XXXX, mother of my deceased wife XXXX. When Mrs. XXXX died in XXXX, my wife, as the beneficiary of the home and legally under XXXX XXXX XXXX was the Successor In Interest, attempted via her estate lawyer, certified mailings and multiple telephone calls, to complete whatever documents were necessary to transfer the remaining mortgage to her name.
Repeated attempts by both our lawyer and my wife over XXXXEE YEARS failed to get the company, New Rez to forward the necessary papers for the transfer. Mrs., my wife of XXXX years, died unexpectedly in XXXX, XXXX. The documents for the mortgage transfer arrived 3 days after her death.
Today, I am the technical Successor In Interest. I too have had multiple challenges getting to the correct people at New Rez even when I ask to speak to the person who signed the documents that arrived after my wifes ' death. That person never returned voicemail messages or bothered to call.
Finally, a few weeks ago I received a letter that did not clearly explain the steps I must follow to make the change but clearly stated I have 30 days to act. They take over 1,000 days to act but I must act in 30. Well, I may not make that time line. Life changes when your spouse dies. I went back to work, was in the process of remodeling the house from top to bottom, started building our retirement home 100 miles from the house and really don't have the funds to hire a lawyer to do the work.
The lack of action on the part of New Rez has cost thousands in legal fees, enormous emotional stress on my decease wife as she had to relive her mother 's death with each conversation to New Rez and we both feared some type of mortgage cancellation since it appeared that New Rez was purposely prohibiting us from securing the mortgage. We also waited patiently for New Rez to act so that we might refinance the mortgage to a rate less than half of what the rate is.
My trust in the company is zero and I suspect that even if I send the correct forms and evidence they ask for it will be lost repeatedly so that they can ultimately try to take the house even though the check for the mortgage has had my name on them for the last 20 some years.
I'd like some supervised guidance so that this issue gets done according to law.
|
| 08/17/2020 |
Yes |
|
- Trouble during payment process
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Web |
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XX/XX/XXXX Letter was mailed to me by XXXX XXXX XXXX ( Home Owners Insurance ) advising that my renewal payment had not been received. My insurance is escrowed. I first called New Rez c/o Shellpoint On XX/XX/XXXX to inquire about why the payment had not been made. I was advised that the insurance department was closed to call back XX/XX/XXXX. Immediately I called XXXX XXXX, where I was advised that XXXX was due. Invoice had been submitted to New Rez c/o Shellpoint Mortgage on XX/XX/XXXX. Payment was declined. XXXX advised that she would resend the invoice to the fax number they had on file. I reached back out to New Rez c/o Shellpoint Mortgage on XX/XX/XXXX, where I was given several reasons ranging from them having thousands of accounts that they serviced and mine may have been missed to them not having my insurance information on file. The agent stated that my fax sent from XXXX on XX/XX/XXXX had been received, so now they had my insurance information. I asked why my information had been deleted off my account as they paid on that same policy last year. I have not made any changes to my insurance in years! The resolution of the call was a check would be overnighted to XXXX and there would be payment in 24-48hrs. I waited to call to allow time for payment processing, then on XX/XX/XXXX I received notification from XXXX that my insurance expired. I immediately called XXXX and had a three way call performed to somehow stop the process of cancelation. I was told that the mortgage company gets a grace period of two months to make payment and the account was pending termination set for XX/XX/XXXX. The XXXX XXXX and myself called New Rez c/o Shellpoint mortgage and were told the check had been cut on XX/XX/XXXX it would take 10-20 business days for the payment to be made. XX/XX/XXXX I received an email notification stating that the insurance had been reinstated.
I am filing this complaint as the mortgage company failed to make my homeowners insurance payment ; placing myself in financial jeopardy in the event there was a loss of the property. If I had not been on top of this issue my insurance would have lapsed! The account is escrowed and should have been better managed. As a consumer, I should not have to spend time away from my employment to address the neglect of the mortgage company.
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| 04/14/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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My husband is XXXX XXXX military. We recent refinanced our home through sovereign lending and somehow ended up with NewRez as our mortgage lender. I was laid off last month due to covid 19. We lost over 60 % of our income. We have other bills too obviously. We submitted a hardship request online around XX/XX/XXXX. I had to call and wait on hold for over an hour multiple times to follow up on this, as they were not getting back to us. Eventually we got a letter from New Rez saying we were approved for forbearance. Today we got a letter from ShellPoint, which works in loss mitigation. The letter stated that we are in forbearance and did not owe a payment for 90 days. However, it also said, ... their requirements for determining borrow eligibility for a loan modification trial plan include determining whether the borrower is experiencing a temporary or permanent hardship. Based on our review of your current circumstances, we have determined that you do not have a temporary hardship or a hardship that has caused a long term or permanent increase in expenses or decrease in income that prevents you from making your mortgage payment. Because you have sufficient financial ability to bring your mortgage current, you were not eligible for a work out solution or are ineligible for a loan modification. Then it goes on to say that we are only eligible for short sale or foreclosure.
Furthermore, the letter states that we will be reported as delinquent on our mortgage and our credit may be affected and we will still owe the lump some of payments missed at the end of the forbearance. I believe this is in clear violation of the CARES act, as well as the Department of Veterans Affairs guidelines.
The loss of a huge portion of our income is clear financial hardship. When I called and waited on hold for an hour then asked for clarification, they would not divulge how they determined otherwise and I was told I would need to call back to get answers.
From what we have seen of New Rez so far, and now ShellPoint, they should not be servicing Va loans and I think it would be appropriate to require them to refund loan origination fees and release us from our loan/allow us to transfer is elsewhere without penalty, as they clearly have no interest in abiding by federal guidelines or providing legit service.
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| 07/08/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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In XXXX I received a notice that my loan had been transferred to a new servicer as of XX/XX/2020 from XXXX XXXX to ShellPoint. On XX/XX/XXXX I paid my original servicer the full amount due which was {$600.00} making my account current for the XX/XX/2020 payment and my next due payment would be XX/XX/2020. ' The new loan servicer ShellPoint started calling me advising I had late fees and was delinquent on my XX/XX/2020 payment. Through several calls they were unable to provide me any details saying all they know is I owe a late payment and that I still need to pay my XX/XX/2020 payment. I asked them to research this to which they said it has to go to another department. What I was eventually told was that I had to go back to my previous servicer and get any information to prove that I paid them prior to the account being transferred and that was not the new servicer job. Repeated calls requesting a supervisor, no resolution. I get calls saying I still owed XXXX for weeks. I paid my XXXX and XXXX payment and was then told I still owe XX/XX/2020 because when I paid they applied my payment to XX/XX/2020 and XX/XX/2020. I have been going round and round with shellpoint. When they call I have no asked to have them turn the recorder off as I live in California and its a 2 party consent state and they say they cant. At first they asked me to hang up and I said I would just wait. They know just disconnect the call and call back the next day or same day. This kind of behavior has to happen often with these servicers that take over loans and then put it on the consumer to prove that they dont actually owe the money to them. Every statement they have sent me is incorrect, ever phone call they make incorrect states about debt I do not owe. I honestly thought they may finally call my previous servicer to clear this up but was told they dont do that because its hard to find my account. Its silly. There has to be endless other people that get caught up in this and end up spending their time proving they dont owe a debt and or just pay it. I myself have found the email showing I made a payment prior to the account being transfereed which I have not sent to Shellpoint because I think this is ridiculous. Shellpoint has no marked me as having a late payment on my credit report and my score has dropped.
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| 09/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX we submitted a borrower request to cancel Mortgage insurance on our mortgage. We were told by loan servicing rep that we were eligible and that their system showed our LTV at 78.3 % of our original value and loan. thus they would automatically be dropping the MI. I have followed up numerous times and each time I get the run around. after emailing back and forth and also speaking with customer service reps they sent me an email needing proof and authorization from my husband that I am authorized for SHellpoint/New Rez to speak with on behalf of him. I find this to be a major violation on their part, after he fact. Granted I am not on the loan and have stated so since so inception. I disclosed the fact that I am the wife and after all that time and the divulging of personal information on multiple occasions they finally want to identify my relationship. A bit too late as the violation already occurred long before any attempt to seek authorization. Lucky for them It is me and not someone else, We sent the auth on XX/XX/XXXX. that said, I spoke to an agent last week and was told it would be a 7-9 days to fully remove the MI and that they had an automated valuation done in the system so no appraisal was needed. Today when I called again, I was told we XXXX requires a full appraisal when in fact the guidelines for XXXX only specify a BPO not a full URAR. I am beyond upset at the lack of professionalism all around, in not seeking permission 1st before releasing relevant information via phone and email and about the contestant run around with regards to cancelling our MI. We have been trying to locate a number and email to complain directly with the office of the President for ShellPoint /New Rez but can not seem to locate any such intel on their website. Our complaint is twofold : 1 ) Lack of authorization requested upfront to disclose intel. We are newly married.
2 ) Lack of professionalism in handling a simple borrower requested MI cancellation when XXXX says a min of 5 Years in loan with on tie payments and a LTV < 80 % we meet this criteria and want Shellpoint to remove our MI immediately. We were told XX/XX/XXXX and now they want a full Appraisal which will force us into XX/XX/19. I do not feel we should be charged for their incompetence. They need to rectify this ASAP.
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| 04/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was behind on Payments because Shellpoint / New Rezmy mortgage company returned 2 payments that I sent in for XX/XX/XXXX, and XXXX did not realize this at the time because I was not residing at the property, and never received notice until I found out from my bank months later that the payments were in fact returned XX/XX/XXXX I began working with Shellpoint to bring my account current, I agreed to a loan modification, so I sent in payments for XXXX, XXXX and XX/XX/XXXX, a 3rd trial payment was due in XX/XX/XXXX, however I was working with my point of contact with shellpoint, was given the option to go on to a deferral program instead, so I opted for that option. I was told to wait for a letter in the mail with their decision. the letter never came. Weeks later I am told from my Shellpoint Contact that I was denied for the deferral program, so I asked her, now what do I do? she responded again, wait for a letter in the mail, I will then go over your options for repayment at that time. Meanwhile as I am working diligently with Shellpoint to figure out what steps needed to be taken to bring my account current, and what I needed to pay, from mid XX/XX/XXXX Through XXXX, XXXX. During that time, Shellpoint hires an Attorney on XX/XX/XXXX to file a foreclosure against my property, They do not inform me of this foreclosure, no emails, no mails, nor did the point of contact that I was working with at Shellpoint explain to me, or tell me that I was in Foreclosure. Shellpoint charged me over {$2000.00} in legal fees and other fees, now I have a foreclosure scheduled for XX/XX/XXXX. I need help. At no time did I ever tell Shellpoint that I would not pay them, we were working on the resolution while they filed the foreclosure ... .Its devastating to me, and all I get from Shellpoint is lies and deceit. What can I do, Please help me. I'm to make my payment on XX/XX/XXXX. but after reading all of the negative reviews, I do not trust them to stop the foreclosure after I make the payment and all of the wrongful additional fees that they are charging me. This all started because they returned 2 of my payments without notifying me back in XX/XX/XXXX... Horrible, deceitful company, stay away from this company, read the endless negative reviews. I don't understand how they are still in business...
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| 05/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Since XXXX my mortgage had been serviced by XXXX XXXX. During the pandemic I took the full 18 months of forbearance. In XX/XX/XXXX, I applied for a modification. When I did not hear back from XXXX XXXX I contacted them and was told my loan was transferred to Shellpoint Mortgage. That was to go into affect on XX/XX/XXXX. My loan went from being XXXX XXXX to a private mortgage. I have finished the loss mitigation process with Shellpoint however their modification is raising my interest rate from 5 % to 6 % in my modification. My payment has increased over {$300.00}. Part of this is due to an escrow shortage which I am willing to pay. This is causing extreme hardship on me because the terms of my modification are worse than my original mortgage. They said I was not eligible for a deferment. They are also reporting to the credit bureaus that they have owned and serviced my mortgage since XXXX when they didnt get it until XX/XX/XXXX. This is causing them to report me as being over 120 days late and has tanked my credit score. They are not posting my trial payment plan payments correctly. First payment went into unapplied funds which I expected but the second payment was posted as if it were a late payment from XX/XX/XXXX. I am due to make my final child plan payment XX/XX/XXXX but I am hesitant because of the conflicting posting of funds. I was current with my mortgage at the time I started my forbearance with XXXX XXXX. My fear is that Shellpoint is trying to force me into foreclosure in order to take my property. I have 60 % equity in my property. They stand to make a big profit upon resale. I am a XXXX senior and I am wanting to stay in my house until I am no longer able. They keep telling me that the private lender guidelines allow them to make their own decisions and they dont have to follow Federal regulations. I know this to be untrue because I worked for a major mortgage company as a senior compliance officer for 12 years prior to becoming XXXX in XXXX. I am on a fixed income and at the moment the only way I can afford to make this payments is to supplement them from my small savings. I want to know if they are allowed to increase my interest rate when modifying my loan. It is my understanding that modifications are to alleviate hardship and not to cause additional hardships.
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| 12/07/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Our mortgage was transferred from XXXX XXXX XXXX to New Rez Finance last month. XXXX XXXX XXXX processed our COVID Forbearance in XXXX and per several conversations and paperwork, the amount ( {$44000.00} ) during the forbearance period would be transferred to the back of the loan. As of XX/XX/XXXX, New Rez took over our mortgage XX/XX/XXXX and XXXX XXXX XXXX did not include the forbearance period amount to the transferred mortgage. Unbeknownst to us, we receive a separate mortgage in the mail by a company called XXXX XXXX service requesting the entire forbearance amount of {$44000.00} dollars without any notification XXXX XXXX XXXX XXXX. Our first mortgage payment to New Rez was submitted on XX/XX/XXXX through bank ACH from XXXX XXXX XXXX XXXX. The payment was processed, cleared and confirmed by XXXX XXXX. Upon logging into my account to make XXXXXXXX XXXX payment, I noticed the XXXX amount was showing not received. I contacted XXXX XXXX and they confirmed there was a tracking number through the treasury, and the payment was received by New Rez on XX/XX/XXXX. XXXX XXXX initiated a dispute for the payment, and I resubmitted another payment to New Rez on XX/XX/XXXX to avoid our credit being impacted. I just logged into the New Rez account and the balance shows we are now owing XXXX and XXXXXXXX XXXX payment. XXXXXXXX XXXX payment was made on the XXXX and withdrawn from our bank account just like the payment made on XX/XX/XXXX. I was purposely waiting for XXXX XXXX period to process prior to making XXXXXXXX XXXX payment, but our account shows no credit to the account for the last payment made. I also firmly believe once our mortgage was updated to reflect our XXXX Veteran tax exempt status, XXXX decided to sell our loan; and they were also dishonest in their process regarding the COVID forbearance. I spoke to New Rez on XX/XX/XXXX when I made the payment which was processed over the phone by an agent. I don't know where the payments are going, but I am not comfortable about this entire process with them. I see incompetence from a company who can not even track mortgage payments they are collecting. This is also straining us financially, and not to mention the additional mental anguish. Please investigate these two companies for unfair mortgage practices. Thank you for your time.
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| 08/19/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American |
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I got a XXXX-family house loan with XXXX XXXX in XXXX, NY for XXXX XXXX XXXX, XXXX, NY XXXX XXXX
The problem I have is a recurrent erratic, this bank made for servicing my loan. For several times maybe ten times that although I make payments, the bank said I did not make the payment.
One of the worst thing that happened is about a year ago, erratically, one employee sent me an email that the loan was transferred to SHELLPOINT and so I sent the payment to SHELLPOINT which the bank cashed and reimbursed and I sent the payment to XXXX.
I have made many attempts to communicate with XXXX XXXX of XXXX about the " agreement '' that I will have to resume the regular payment after the forbearance. I also have reminded them time and again that I made {$10000.00} payment for late payment that I did not caused because of erratic emails and bank statements I am getting The payments the bank asked is far more that the signed agreement and so I paid, {$10000.00}, {$9000.00}, {$8500.00} etc. XXXX keeps on asking for late payment, I did not make. Many times even when the bank cashed the check, they sent me email saying that I did not make the payment.
This XX/XX/2021, they emailed, mailed me notice that the loan will be transferred to SHELLPONT and so I reminded XXXX XXXX, MS. XXXX, and XXXX XXXX by email several times. I also told them that I spoke to XXXX people at the bank about the problem reminding them to correct any error before moving the loan to SHELLPOINT.
I communicated also to XXXX XXXX at SHELLPOINT about the years of problem with XXXX and then yesterday I got an email from SHELLPOINT reminding me that they did not receive the payment although they cashed my XXXX XXXX check on the XXXX of XX/XX/2021.
I emailed XXXX ladies from XXXX XXXX about this that I begged from them to correct the mistake before sending the loan to SHELLPOINT. Now it is again happening with Shellpoint. They cashed the check and email me that I made not payment XXXX ALSO REPORTED IN MY CREDIT REPORT THAT I MADE LATE PAYMENT.
Please help me solve this recurrent problems. If I am going to REFINANCE, the loan keeps on going UP because of the closing cost. I refinanced because I had problem with the other BANK before XXXX I suffered the CLOSING COSTS yet the LOAN went WILD AND WORST than I exoected
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| 07/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Account # XXXX NR/SMS/XXXX My mortgage was modified in XXXX per requirements and guidelines available through the CARES Act.
Prior to XXXX, we were working with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
In XXXX of XXXX, the Governor 's mandate prevented me from working and revenue drastically decreased as you can imagine. XXXX XXXX XXXX was not an essential business and shut down. I also tested positive for XXXX XXXX and could not work. Given the nature of my work I also couldn't work remote. As an XXXX XXXX I did not qualify for regular unemployment, only XXXX under the CARES Act which expired in XX/XX/XXXX.
Shell Point notified me and offered this opportunity to me and I took advantage after confirming that my credit would not be impacted. However, this is not what happened. I now have miscellaneous late payments on XXXX and XXXX and 2 late payments on XXXX.
Prior to the Covid 19 pandemic I have never missed a payment. I only accepted this program because I could not work during the pandemic due to the Governor 's mandates.
I've reached out to the credit bureaus and mortgage company.
The mortgage company responded saying the late payments are a result of the program. The issue is I was not given this information before I accepted the program. Also, negatively impacting the credit of borrowers because of a program the lender offered is very predatory. Why would there be a program for people needing assistance due to a global pandemic that hurt 's people 's credit?
This is unfair as I followed the steps for the program. My credit score dropped tremendously as you can imagine because of the late payments.
It is also clear that these late payments are incorrect based on the way they are reporting to my report below : In XX/XX/XXXX : XXXX reports nothing, XXXX reports 30 days late, and XXXX reports on time. How is this?
In XX/XX/XXXX : XXXX and XXXX reports 30 days late, but XXXX reports 60 days late. How is this??
In XX/XX/XXXX : XXXX and XXXX reports 90 days late and XXXX reports on time. Again, how is this???
The credit bureaus have changed the date of the late payments over and over but the late payments are still inaccurate.
I've also attached my bank statements that show the payments being made per our agreement.
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| 04/16/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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In XX/XX/XXXX, my wife went through a XXXX procedure on her XXXX. Due to medical treatment she was put on short term XXXX until XX/XX/XXXX. Since XX/XX/XXXX we started to fall behind on our mortgage payments. On XX/XX/XXXX my wife and I sat down with a housing recovery specialist from XXXX ( XXXX XXXX XXXX ) to try and alleviate the issue and look for options to get caught up with our house payments. On XX/XX/XXXX, a loan modification application was submitted to Shellpoint mortgage servicing, after continued emails and phone calls to try to communicate with the appointed point of contact from Shellpoint to verify they had received all the required paperwork, the application was denied due to verbiage on the packet. After finding out what the mistake was on the first application we submitted a second loan modification on XX/XX/XXXX, again being denied due to " debt to income ratio '' ( DTI ) being out of range ( too much debt ), they failed to account for my wife 's income even after they were provided with several months worth of pay stubs. Once again we are going through the process of applying for a change of circumstances as of this moment. This whole process would have been a lot easier if it wasn't for the lack of communication and due diligence on Shellpoint 's behalf. The following are issues we were presented with during the process : Excessive / duplication of documentation requirements in assistance process you had to submit the same documents over and over again Lack of proper / due diligence review of documents ( pay stubs ) submitted the pay stubs you have submitted have not been reviewed and filed/recorded correctly Lack of contact /communication throughout the assistance process the POCs do not respond to emails or call back regardless of numerous attempts to communicate with them.
Due to the issues listed before, we are now 8 months behind in our payments, and without a clear resolution to this problem in sight. As I write this, we are submitting my wife 's paystubs for the third time in hopes everything is done correctly this go around. We are acting in good faith and want to keep the property but it seems that Shellpoint is more interested in foreclosing. Due to the nature of my loan ( VA Loan ), I have my VA representative looking into this case.
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| 04/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
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I am a XXXX year old woman trying to take care of myself with my properties and Shellpoint has taken advantage of me and is trying to steal my source of income from me! I am very concerned with the actions of this company, Shellpoint Mortgage ... I have a sale date in 2 days, XX/XX/XXXX, and my new documents have all been received but the underwriters continue to ask for silly things, like the date over each column on my Profit and Loss Statement isn't enough, it needs to be at the top of the page also and must read " XX/XX/XXXX to XX/XX/XXXX '' .... each column had the date written in this order but this bothered them. Many, many questions of clarifications like this yet the last review Shellpoint added 3 properties I didn't own, added mortgage amount that weren't correct etc. Dual tracking is alive and well with Shellpoint and their " new '' ( old really ) Trustee XXXX XXXX who are really XXXX XXXX XXXX XXXX XXXX XXXX/ same crooked company that has been under many different names as they've been shut down!!! I've seen them all, XXXX, XXXX, etc ... .I know that my property qualifies for a modification as I have had 4 other modified yet Shellpoint is XXXX bent on stealing my property in 2 days! As per their own calculations provided to me for qualification for their modification, I should be given a modification yet so far they tell me they are going through with the sale. This leads me to believe that they possibly don't own the loan or they would be interested in modification. I have many disputes unanswered including a qualified written request unanswered, yet they walk over these state and federal laws as well. I am asking that these Federal Agencies paid by taxpayers dollars hold these companies accountable to the law of the land and stop robbing the american homeowners ... .enough is enough! I am demanding that this sale date be cancelled and a rightful, qualified modification be issued along with the requested documents for review by my legal team. I have asked for an appointment to view the wet ink signed Note and Deed that they are claiming they have in their possession as legal standing to modify my loan and service it, i.e. the Assignments and Substitution of Trustee recorded documents, yet no valid documents nor appointments have been offered to date ....
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| 10/29/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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I applied for assistance in saving my home with my servicer, Shellpoint Mortgage Servicing, on XXXX/XXXX/2015. I hired an attorney to help me submit my paperwork. My attorney confirmed Shellpoint received my full and complete application and all financials on XXXX/XXXX/2015. My attorney called Shellpoint several times for an update after the submission. No calls were ever returned. Shellpoint only returned the calls after the home had already foreclosed.
I never received any approval or denial letters from Shellpoint until after my home was foreclosed on XXXX/XXXX/2015. My attorney finally obtained a copy of a denial letter from Shellpoint by fax on XXXX/XXXX/2015. My home was foreclosed while waiting for a response from Shellpoint.
I feel my servicer purposely withheld my denial letter, avoided taking calls from my attorney and did not advise me I was denied in order to evade allowing me the time appeal the decision before setting a sale date and actually foreclosing my home.
My servicer XXXX set a sale date before my timeline to appeal expired : Denial Letter dated : XXXX/XXXX/2015 ( Attached ) Timeline to appeal per denial letter : XXXX/XXXX/2015 ( Attached ) Sale Date set on : XXXX/XXXX/2015 - XXXX ( Attached ) My real estate attorney states RESPA Regulation X ( 1024.41 ) ( Copy Attached ) prohibits servicers from moving forward with an order of sale while under review or within the appeal period for loss mitigation. I feel XXXX Shellpoint Mortgage Servicing broke the law when they moved to order a sale date on XXXX/XXXX/2015. They should have waited until after XXXX/XXXX/15 to set the sale date.
In summary, I feel I was illegally foreclosed while I was awaiting a decision on a loss mitigation application. My servicer purposely hid the fact they had denied me in order to evade allowing me to appeal the decision. They illegally set a sale date against me on XXXX/XXXX/2015 during the timeline in which I was supposed to be able to appeal. They did not allow me to appeal the denial by way of hiding it from me. I did not actually receive a denial letter until XXXX/XXXX/2015 ( Attached ), which is after they had already foreclosed me. I am sure Shellpoint XXXX will attempt to tell you that this is all a misunderstanding, but it is very evident it was on purpose.
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| 03/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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In late summer last year, I got a notice from my bank that I was overdrawn. I immediately checked my account and found that my mortgage company had double charged me.
I reached out to NewRez, the company that holds my mortgage. They claimed that there was a miscalculation in my escrow and that it had to get caught up. The also said they had a right to take what they need from my account since I signed up for auto-pay.
They then raised my mortgage by {$400.00} a month. It has been at that rate ever since.
I did some research. Between my NewRez statements, and the Tax Assessors office Ifound that my escrow account, as of right now, is 100 % funded right now for the entire year. At {$700.00} monthly, they have me on schedule to pay in {$8400.00} in one year, when my total yearly payout is {$4400.00}.
That is 90 % more, th
an escrow has to pay out, yet I am required to pay in!!!!!! I have reached out to NewRez first by phone and, after being on hold for 2 h
ours, used their email form. They do not have an email address listed. I received no response from NewRez right away. I tried SEVERAL more times to reach them via their phone system. Again, I was on hold forever. I also tried to use their auto callback system. This system claims you will not lose your place in line, and someone will call you back. Must be a long line since I am STILL waiting.
Eventually I got postal mail from them stating basically we did what we were instructed and if you have any questions call. The number they list is the same number they never answer.
This has extra charge has been crushing us financially. This will become substantially worse with my wife, as a XXXX XXXX XXXX, being forced out of work, since the XXXX were all shut down. I already had to take a temporary pay cut to make it through the rough times. If they are allowed to continue to violate my finances, on threat of losing my house, I WILL end up losing it.
I need help to keep my house at this point. They will keep this up till I lose it.
Anything you can do to help fix this would be much appreciated.
Mortgage Company Information : Loan ID-XXXX NewRez LLC XXXX XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX Tel : XXXX Only way to email them is at this URL. https : //ezhub.newrez.com/home/servicing/help/contact-us
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| 08/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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I would like to submit a complaint against the XXXX XXXX XXXX XXXX dba Shellpoint Mortgage Servicing regarding their insincerity in communication with a customer and the delayed internal process which caused an actual loss of customers money.
In late XXXX ( around XX/XX/XXXX ), I have sent a request via the companys website ( XXXX XXXX XXXX XXXX XXXX ) to figure out my loan closing ( payoff ) process. As I was preparing on the sales of my coop apartment and I knew my mortgage with XXXX XXXX has been transferred to XXXX XXXX XXXX recently ( XXXX ), I have reached out to them in advance and wanted to check the status of my original loan documents transfer in order to set the closing date. Like other coops, my coop also requires bringing two original documents ( Original Stock Certificate and Proprietary Lease ) which the mortgage bank currently holds at the closing.
Even though the company says they will reply back within two business days, I never received an email or a phone call from them. I sent few more requests later and also emailed to XXXX but never received their response. When I reached out to them via phone call, I was able to talk with their representatives but they kept saying that they do not have any update on my documents I gave them my contact info so that I can talk with their supervisor ( XXXX XXXX ) but she also never called me or emailed me back.
So its been one and half month since I contacted them and until now I have no update on my original documents so I am not able to set the closing date of my coop apartment sales. I was supposed to close on XX/XX/XXXX but it has been delayed till now only because of their delayed process. Every day, I am losing my money about {$76.00} for the mortgage and the maintenance fees. And also, my purchaser has to extend his 1-year lease agreement if we fail to close within this month.
My mortgage loan has been transferred to XXXX XXXX XXXX on XXXX and 67 days ( 45 business days ) have passed since then. If XXXX XXXX XXXX can not find my original documents by today, they have to admit a loss of the documents. And they have to pay {$400.00} to obtain new original copies from the coop management. I am already losing {$1800.00} due to the companys delayed process so the companys immediate action is required.
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| 05/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage loan was transferred to Shellpoint Mortgage Servicing ( " Shellpoint '' ) aka NewRez effective XX/XX/XXXX. The servicing of my mortgage loan ( collecting payments, paying taxes and insurance etc. ) transferred from Ditech to Shellpoint at that time. My previous house payment was {$300.00} which was debited from my bank account which kept my loan payments consistent and current. I had no previous concerns with my home loan that I'm aware of. According to the notification letter I received from Shellpoint dated XX/XX/XXXX, the change did not affect any terms of my mortgage contract other than those related directly to servicing my account. The coupon attached to the letter reflects a significant change in payment amount and was " back '' dated by several years which has left me extremely confused since a current payment of {$300.00} was sent back to my bank in the form of a cashiers check ( # XXXX ) with no explanation of why or how the loan amount has changed. I made numerous efforts to reach Shellpoint by phone but ... ... .to no avail. Since I haven't been able to reach Shellpoint by phone I made a " good faith '' effort to send another cashier 's check ( certified return mail ) in the amount of {$460.00} which to date has not been deposited or returned. I've received no explanation as to why the loan amount has changed or why I'm not receiving any written correspondence to the contrary. I am reaching out to the Consumer Financial Protection Bureau ( CFPB ) because I've read alarming reviews of Shellpoint Mortgage Servicing ( dba ) NewRez that is extremely concerning. I believe I am being denied " Due Process '' under law which leaves me in a vulnerable state of confusion and a possible foreclosure premise which I do not wish to be a victim of. I did not ask that my mortgage be put into the hands of what appears to be a " predatory '' mortgage company. There is documentation that show Shellpoint has be sued numerous times for unsavory business practices. The CFPB notes that on XX/XX/XXXX Shellpoint " again '' tops Monthly CFPB complaints!!!! Please assist me in finding out what's happening with my mortgage loan at the hands of this company and how my concerns and mortgage payments can be applied to my account and prevent any default of my home loan.
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| 05/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I HAVE JUST LEARNED THAT ALL OF MY PAYMENTS HAVE BEEN MISS APPLIED FOR YEARS NOW! THE COMPANY HAS TOLD ME ON XXXX XXXX THAT THEY WOULD FIX THE PROBLEMS BUT TO THIS DATE OF XXXX XXXX THEY HAVE NOT MADE THINGS RIGHT AT ALL. I NEED YOUR HELP PLEASE THEY ARE STILL MISS APPLYING MY MONEY TO THE ACCOUNT AND THEY ARE NOW CHARGING ME A NSF FEE THAT THEY JUST WAIVED THE FEE BUT I ASKED THEM TO COMPLETELY REMOVE THE FEE BECAUSE I HAD NOTHING TO DO WITH ANY KIND OF NSF CHARGES WHATSOEVER ; & THEY ADMITTED THAT IT WAS AN ERROR ON THEIR PART AND WILL NOT TAKE IT OFF MY ACCOUNT AT ALL! PLUS THEY HAVE FOUND A LOT OF MONEY THAT HAS BEEN APPLIED TO AN UN APPLIED FUNDS ACCOUNT THAT I DID NOT KNOW ANYTHING ABOUT UNTIL XXXX XXXX WHEN THEY TOLD ME ABOUT IT THEM SELF 'S YES I HAVE TRIED MANY TIMES TO GET THEM TO DO WHAT THEY TOLD ME THAT THEY WOULD MAKE THINGS RIGHT WHEN I HAVE ALREADY GIVEN THEM 30 PLUS DAYS TO FIX THE MATTER ; AND THEY HAVE NOT DONE ONE THING WHAT SO EVER IN FACT I WAS TOLD THAT THEY SEE MY PAYMENTS ; BUT NONE OF THE PAYMENTS WERE REALLY APPLIED TO MY MORTGAGE ACCOUNT AT ALL THERE FORE THEY ARE WAY OVER CHARGING ME ON THE PRINCIPAL BALANCE, I AM XXXX WITH XXXX XXXX AND XXXX XXXX INJURY I AND GETTING TO BE ELDERLY! THEY DO GET ALL OF MY MONEY EACH AND EVERY MONTH I HAVE NEVER BEEN LATE AT ALL ; I HAVE NEVER UNDER PAID ANY THING WITH THEM AT ALL!
I HAVE ALWAYS BEEN EARLY EACH AND EVERY MONTH! I HAVE ALWAYS PAID EXTRA ON THE PRINCIPAL ONLY EVERY SIGNAL MONTH ALL THE TIME THAT I HAVE HAD THIS MORTGAGE ; AND I HAVE TO BARROW THE MONEY EACH MONTH TO PAY ON THE PRINICPAL ONLY PAYMENTS I HAVE NOT PAID ANY EXTRA PRINCIPAL FOR THE MONTH OF XX/XX/2020 BECAUSE I AM AFRAID THAT THEY WILL MISS UP MY PAYMENTS AND CHARGE ME AN NSF FEE AGAIN ; I HAVE ALSO TOLD THEM THAT I CAN PROVE THAT I DIDN'T HAVE ANY KIND OF NSF FEES OR CHARGES OR ANY RETURN CHECK FEES PERIOD MY BANK HAS WROTE A LETTER I HAVE TOLD THEM ALL ABOUT THIS LETTER AND I HAVE TRIED TO SEND IT TO THEM BY FAX BUT I HAVE NOT GOTTEN ANY REPLY FOR THAT FAXED LETTER AT ALL I NEED YOUR HELP PRETTY PLEASE THANK YOU KINDLY FOR YOUR TIME SORRY FOR THE CAPS BUT I HAVE A HARD TIME SEEING THANK YOU.
P.S. YOU MAY PUBLISH THIS BUT I ONLY ASK THAT MY NAME AND EMAIL AND MAILING ADDRESS NOT TO BE USED YOURS TRULY XXXX XXXX PHONE XXXX
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| 10/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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I was using the Cares Act, I had 3 " trial payments '' due by XXXX that I completed paying on XXXX.
I have been in CONSTANT contact with my point of contact, XXXX XXXX, every day. I have uploaded all docs to their website and Loss Mitigation email.
Tonight, on XXXX, I was called, not by my Point of Contact, but someone else in Loss Mitigation. She asked for items I had already sent in. Again. Uploaded to their website, emailed to their employees.
Shellpoint never did my Modification, their MERS report said I was married to the coborrower, we were never married, it didn't say that anywhere else, and I'd written the required letter, which of course they could not find.
I was on the phone for an hour with them. She called to give me a NEW way Shellpoint was going to do my Modification, leaving the coborrower on the mortgage, tho he's been off the Deed for over a year, and I have a court order.
After this terrible call, I went on their website to RE-UPLOAD and RE-EMAIL all the same items I'd already sent in.
Shellpoint had added a {$15.00} LATE FEE on the Loan. Nothing was late. This is not allowed via the Federal Cares Act. And again, nothing was late.
But then I read the top 2 columns, dated TODAY, XXXX after an hour long conversation with their Loss Mitigation Worker who called me : -Investor Loan Sale -Inv Loan Purchase Yes, they can sell your mortgage during a loan workout, but they have to tell you 15 DAYS BEFORE.
Of course, their response here will LIE.
They called me. The same day, AFTER, the loan was sold to another, unknown company, with no notice, no letters, no calls, no emails.
They snuck in a {$15.00} lying Late Fee, it was NOT late.
They snuck in a PMI payment too, that should have been removed a year ago.
Now I'm in the middle of a Federal Modification, Shellpoint was REQUIRED to tell me, I have a court-order to remove the coborrower from the mortgage, and they sold it.
Don't worry, like on all these other responses, they will LIE.
But if they say they told me it was being sold 15 days ago, why did they call me tonight? And I received XXXX emails today? On a loan they most certainly did not tell me they sold, asking for more personally identifying information and proofs.
Shellpoint is NOT FOLLOWING any MORTGAGE REGULATIONS.
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| 09/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage was sold from XXXX to Shellpoint Mortgage Servicing. I received a letter to submit proof of homeowners insurance, I mailed it as the letter indicated I could do, a month later I got another letter so this time I used the company online XXXX XXXX XXXX that they said was available to submit through and I saved the email stating I used it - no details in the email as to what I did. But proof I did something on that date on that website. Then insurance was force placed and I sent a note online through the Shellpoint system with the email proof attachment. I received a letter today ( certified ) that stated nothing was received and that I had to get them proof of insurance and make sure the ISAOA is Shellpoint and that they can't determine an error occurred on their end and are still expecting that I pay them fo reforged placed insurance.
First of all I didn't ask to have my loan sold, insurance has AWLAYS been in place and has not changed companies for at least 3 years. If they are selling /buying my loan then they should update the ISAOA, I don't need more things to do in my day because they want to make money. In addition to that if I can mail something and it is not required to be certified then you should not be able to say you didn't get it to put {$4000.00} insurance on my home. I feel like this is orchestrated so people are charged excess money. My insurance has never lapsed and I have not asked to have anything on my loan changed. I did what I was asked when I mailed and then later went on a website and entered info. I was not aware I HAD to change the ISAOA after the sale, they had the documentation. If I was responsible then I should have been sent a bold letter letting me know what to do. I don't know because my mortgage is sold, I have that responsibility. This is the 2nd time XXXX and now Shellpoint has force placed insurance on my home. I can prove it has never lapsed In addition I had to do all of the leg work to have my PMI removed with I automatically hit 78 %. That should not have been my job either. They have a responsibility to the customer and I still think they charged me too long for it because my amortization schedule said I met the 78 % in XXXX and I continued to pay PMI in XXXX & XXXX before it was dropped form my payment.
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| 07/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Approximately 1 year ago, I submitted a request for removal of PMI associated with a home loan. At that time, Shellpoint advised that we would have to pay " at least {$400.00}, '' for an appraisal to be done ; however, would not provide a maximum amount. They essentially wanted me to sign off on an appraisal that could theoretically be of an unlimited denomination. In an attempt to remedy the situation, I called the lender numerous times requesting assistance and an maximum amount of the appraisal without response. In the end, I filed a complaint with the CFPB in order to get some action from the lender. Only at that time, did they advise that the cost of the appraisal would be approximately {$590.00}. Total time elapsed over 6 months.
Several months ago, we contacted Shellpoint to move forward with the PMI removal process and was advised via email on XX/XX/2018, that we would need an appraisal and to respond to the email in order to move forward. I responded to that email as directed, but did not receive any further communication other than an email acknowledgment and several notifications ( via mail ) that " we are working on your problem. '' Since that time, we have contacted Shellpoint numerous times via email and phone to be told EVERY time that a prior agent had made an error and that we would immediately get the document which needed to be signed before moving forward with ordering the appraisal. Finally, on XX/XX/XXXX, we were told that there must be " some issue, '' and that a supervisor would call us back shortly. Again, nobody contacted us back. Today, XX/XX/XXXX, I called again and was transferred to the voicemail of a manager, who has not phoned back.
Shellpoint 's lack of response to inquiry, or to escalation to management, is pervasive within the company. Each agent acts with confidence that they know what is wrong with the process, yet EVERY time nothing is fixed. We get letter after letter stating that " we are working on it, '' yet never get the process moved forward. This lack of response by the company has cost us well over {$1000.00} due to their lack of response. I have given Shellpoint adequate opportunity to do the right thing, but again, they have not ; thus, request that an official investigation occur to remedy this situation.
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| 08/05/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My loan is an FHA loan - my principal was $ XXXX one year ago- with XXXX . XXXX sold off the loan to Shellpoint-XXXX XXXX XXXX XX/XX/XXXX. Since then, my life has been a living XXXX. My normal loan payment was XXXX, Shellpoint told me they were initially reducing my loan to {$840.00} per month, then they told me my escrow was short - then they added forced hazard insurance that was a few thousand dollars- but they did not tell me why my account was going to almost double in payments! They have been trying to report to all the credit bureaus that they had my loan since XX/XX/XXXX- no not they just got my loan. XXXX XXXX told me the best thing for me to do was to get a modification because she told me my escrow and taxes were going to go up to XXXX extra per month! I did the loan mod trial from XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX- they extended the loan mod because they told me my escrow was wrong and they needed proof that I had a master condo policy of insurance- I provided these documents to them SEVERAL TIMES- then they told me I needed to pay XXXX in XX/XX/XXXX to fix the 'escrow shortage ' I did so, when I checked my statements- it showed my escrow shortage went then up to a negative {$9000.00}!!!!!! They came back with a modification that was {$1600.00} a month and now they are trying to increase the principal of my loan to {$250.00}! I paid {$240.00} on this loan 10 years ago- shellpoint wants to remove all my equity and all my savings and increase my payments on a weekly basis!! I have recently been told to get a lawyer- but lawyers are costly too- SO I refused the horrible modification and accepted a repayment- the repayment was first only $ XXXX in the rears- I paid them XXXX XXXX- all my savings and my birthday money on XX/XX/XXXX- they used the money to double pay on the months XX/XX/XXXX XXXX XX/XX/XXXX and they said the rest is in undisclosed accounts- and they now are saying I am still XXXX XXXX in the rears!!!!!!!! I just gave them my last penny- and it did nothing. When I googled Shellpoint- they are doing this to thousands of other homeowners- and they are reporting me late to the credit bureaus -so I cant get another lender to take on the loan- but worst- what they report that I owe is false and not at all accurate!!!!!! SOS HELP ME please
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| 08/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX XXXX, I called mortgage servicer New Rez to inquire about removing the PMI from our mortgage. The rep that I spoke to at that point said that we didn't need to do an appraisal or anything and she would submit the request and it would be removed. I knew that was wrong so called back in a few days and was told yes in fact there would need to be an appraisal and that the previous rep no longer works there. Anyway, we finally decided to go through with the process in XX/XX/XXXX, and were informed that since the our mortgage is with XXXX, we can just do a BPO instead of a full appraisal. We sent in the check for $XXXX with the memo line note as instructed for the BPO payment. The check was cashed on XX/XX/XXXX. It was applied incorrectly to a principal payment - we noticed that when we received our monthly statement - even though there was the note (as instructed) that the $150 check was for a BPO payment. I called on XX/XX/XXXX and was assured that the payment had been reversed and it was sent to the correct department for the BPO to be ordered and that someone should be in contact with me to schedule. No one called to schedule, so I called again on XX/XX/XXXX and was told they would "escalate" the issue and make sure someone gets in touch. Called again XXXX and was told the 2 people I spoke to on XX/XX/XXXX and XX/XX/XXXX in fact did nothing, but this time she would "make sure" that it was done correctly and someone would call within 3-5 business days to schedule an appointment for the BPO. Few more days went by, I called again on XX/XX/XXXX and received the same message; they can "submit a request and escalate the issue". On XXXX, the rep advised me to allow until the following Wednesday XX/XX/XXXX to allow for some processing time. I called today XX/XX/XXXX and still no updates. The "customer service" reps are not at all helpful - all of the actual work is done by the "loan servicing" dept who only correspond by email or fax. Multiple times I've asked for a supervisor and been told they are all in a "meeting" and they could call me back (they didn't), From the terrible wrong information at the beginning, to the check being misapplied, to the lack of any sort of helpful updates or information, this has been a total and utter disaster of a process.
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| 01/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, our mortgage company Shellpoint, allowed us to defer two months of mortgage payments due to hurricane Irma. Once deferment was established, Shellpoint sent us a letter explaining that we would need to manually mail in our next two mortgage payments that were due inXX/XX/XXXXandXX/XX/XXXX. In XX/XX/XXXX, we mailed in a check to pay our mortgage payment, as they requested. However, Shellpoint also drew our mortgage payment from our bank account at XXXX XXXX XXXX, using automatic payment system, the payment system they said they could n't use and requested us to mail check in instead. I called Shellpoint on or about XXXX XXXX to advise them that they erroneously drew our payment from our bank after we mailed a check to pay our mortgage payment. In that call, which is recorded by Shellpoint, their employee/representative, suggested that they ca n't mail us back or credit the duplicated payment, but would NOT bill us in XXXX XXXX. I asked representative to confirm this and that the duplicated payment would n't just be applied to principle balance. Representative assured me that duplicate payment would be applied to XXXX XXXX bill. on XXXX XXXX, XXXX, Shellpoint drew automatically on our bank account, after advising they would n't. I called Shellpoint to advise and they said they ca n't do anything to help me and if they were to credit me back, it would take 10 business days. Unfortunately, this will cause our bank balance to fall well below the bills we have already set to pay, causing over 10 NSF charges to hit our account. When I requested to speak with someone at Shellpoint/ manager or supervisor, they sent me to someone 's voice mail. This company has illegally drawn money from our bank account on two occasions now. in XXXX XXXX and in XXXX XXXX. Leaving our family in a critical financial bind and will cause more costs to our family for overdrawn funds. Shellpoint is negligent in their actions and the advice they give their account holders. Also, they do nothing to remedy issues they themselves have caused. I want to register my complaint on Shellpoint mortgage for illegally drawing funds from my account and I want to hold them personally responsible for any and all overdraft charges they will cause or affect on our personal bank account
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| 02/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, my wife XXXX and I executed a mortgage to purchase our first home. For the last few years the servicer has been New Rez d/b/a Shellpoint. We recently refinanced, and on XX/XX/XXXX, the mortgage serviced by New Rez was paid in full. At the time of the payoff, the balance in the escrow account was {$5100.00}.
By letter dated XX/XX/XXXX, New Rez provided an account history confirming the above escrow balance and stating that " the escrow balance of {$5100.00} and the unapplied fund balance of {$98.00} will be refunded to you in 20 business days of the paid in full date. '' Together these amounts total {$5200.00}. I have attached the letter and account history.
On XX/XX/XXXX, we received a check from New Rez dated XX/XX/XXXX in the amount of {$3700.00} without further explanation. That's {$1400.00} less than the amount required to be refunded under 12 U.S.C. 2605 ( g ). I have attached the refund check dated XX/XX/XXXX.
On XX/XX/XXXX, I called New Rez to notify them of the error and demand that it be fixed immediately. The representative ( XXXX XXXX ) spoke with a supervisor and informed me that New Rez made a PMI payment of {$490.00} on XX/XX/XXXX - well after the loan was paid in full. ( {$490.00} is equal to 3x the monthly PMI premium of {$160.00}. ) Accordingly, XXXX XXXX stated that we should expect to receive a second refund check in the amount of {$990.00} XXXX $ XXXX {$490.00} XXXX within XXXX business days.
New Rez erred in advancing funds for PMI after the loan was paid in full. If, as New Rez contends, the {$490.00} for PMI was due since the beginning of the loan, it had an obligation to pay those amounts promptly and adjust the escrow account accordingly. In the more than six years since origination of the loan, New Rez failed to do so, in violation of applicable law.
Moreover, even if it was proper for New Rez to make the payment of {$490.00} for PMI after the loan was paid in full, New Rez erred in failing to refund the amounts remaining in the escrow account at the time the loan was paid in full, in violation of applicable law.
We appreciate your help in rectifying this situation and holding New Rez responsible for unfairly and illegally withholding funds which they were required to promptly return to us upon payoff.
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| 08/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I have been working with NewRez for a while. They hold my current mortgage and, after negotiating, I was able to get them to agree to be competitive with other rates I was receiving. They started talking to me about the loan and I was very happy as it was going to save me 200-250/month and add very little to the loan. Eventually they were sending me LE and they were wildly inaccurate. They told me I simply needed to sign one and that they would get the correct numbers to me later. So I did. It took about 3 weeks for them to get me correct numbers and then they asked me to re-sign the original, incorrect LE. They said it was a technical glitch on their end.
Then they started asking me for documents. I submitted all docs onXX/XX/XXXX and, somehow, they all disappeared and I was asked to resubmit those same documents again, sometimes 3 times.
Lately the rates have been falling and I asked my mortgage lender about what he had told me on XX/XX/XXXX that if the rates begin to fluctuate downward, then they would move the rates downward as well. I asked a friend of mine to call NewRez as a potential customer. With a worse credit score and similar loan amount, he was quoted a quarter point lower than I was. When I asked this of XXXX XXXX, I was told that I was locked in and they could do nothing, even though that is not what he said on XX/XX/XXXXto me.
My concern is : 1 ) I am being scammed.
2 ) They continue to lose my documents that have my personal and security information on them. I am worried that I will be a victim of identity theft.
Overall, if this loan ever does come through then I will save 200-250/month. But unfortunately I feel this company is scamming me by lying about the lack of floating lock and losing all of my personal documents.
I was also told that I would not have to pay both XX/XX/XXXX and September mortgage payment as the loan would be in place. So far I have paid XX/XX/XXXX and, if things don't move quickly, will be paying XX/XX/XXXX. Unfortunately, since they continue to lose my documents, it is slowing the process.
Finally, I was told I would not receive my leftover escrow back but that they would lower the loan with it. That is not on any documents that I ever received, even though I have asked them multiple times for it.
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| 09/13/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX and I had XXXX XXXX at XXXX in 2017. Since then, my wife and I have had a loss of income because of time missed from work and medical expenses. In addition, my medical premium went from {$150.00} to {$600.00} per month. I am currently on my 6th month of XXXX and I have 6 more months to go.
I have struggled off and on to keep current with this mortgage, due to my XXXX XXXX, and I have always managed to keep it. However, after this unexpected XXXX and treatment I need help with the 2 payments that are past due. In the beginning of the workout I was given a 12 month repayment plan and I was able to pay back 6 months of it. But it was becoming to difficult to maintain the higher payment. I was working with XXXX XXXX during this process. But in the middle of my repayment plan they cancelled me due to non-payment, which was their mistake. They had 2 different escrow increases for my payment that I was not aware of. So I shorted one of my payments {$100.00} without knowing. They kept sending me letters as if I was the one who messed it up. I did not. I did not default on my repayment plan, they made a mistake. But then I told them that it was not affordable any longer and that I needed some assistance that was closer to my regular payment. I requested medical assistance, and can you believe it? No help for XXXX patients, none. So sad.
I begged and pleaded with them that I can only afford my regular payment and that I would like the 2 past due payments placed in a medical forbearance or deferment. They said they do not offer these. Again, I am on XXXX and all I am asking for is that those 2 payments be paid back over 2 years. Or until I am healthy enough after XX/XX/XXXX to move or sell my property. They have not offered me anything I can do while I am on XXXX. They also switched my point of contact to XXXX XXXX, without notifying me. I left him a message yesterday and I no one is helping me.
I will file chapter XXXX bankruptcy if I have to, to save this property, I will. But I think it would be easier for everyone if we came up with a reasonable solution that is not so health invasive for me. As I am already overwhelmed and tired from treatment.
I am asking for the past payments to be spread our over 2 years. Thanks for your help.
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| 04/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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On XX/XX/2019 I requested a loan payoff from Shellpoint Mortgage Servicing beacuse I had been approved for a refinance with XXXX XXXX XXXX XXXX. I was then told I could go online and request a payoff letter after logging into my account. I tried several times to get the payoff from their website, but I kept getting a message stating " We are having trouble submitting the formal payoff requested. Please try again in a minute or two ''. As of today XX/XX/19, I am still getting this same message.
My mortgage loan was originally with XXXX XXXX XXXX, but was sold to various servicing companies. Shellpoint Mortgage Servicing is the current company servicing my mortgage loan.
I have called at least 2-3 times a week requesting to speak with a manager, but I never have because the rep says they are unavailable and will request one to call me within 24 to 48 hours. The representative told me on XX/XX/19 and every time I called afterwards throughXX/XX/19 that I will not be able to get my loan payoff letter until the mortgage rate changes on XX/XX/2019 so they can give an accurate account balance. I asked what was the rate change and when would it become effective.I am trying to lower my interest rate and get a fixed mortgage. She was unable to give me that information as of yesterday XX/XX/19 and she would be sending the loan to the interest rate change department. The rep stated once she reviewed my loan terms, I was scheduled for a rate change every six months, therefore the rate should have changed on XX/XX/19. I stated since Shellpoint hadn't followed the guidelines, why couldn't I get a payoff letter immediately. The rep then stated Shellpoint had until the end of XX/XX/2019 to make the rate change. I explained to Shellpoint I was approved for a refinance and I shouldnt have to wait thirty days for the rate to change before I get a payoff letter, or if the lender could wait that long.The rep stated that this is their procedure and no one could over ride it.
This practice that Shellpoint is exercising appears to be illegal. I thought the mortgage company would try and help the consumer, not impose additional financial stress on the consumer.I feel I have been treated unfairly and Shellpoint is purposely trying to collect additional money off my loan.
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| 10/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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In XX/XX/2022 my wife and I ( XXXX & XXXX XXXX ) purchased a home and the mortgage was through XXXX XXXX XXXX of Texas. We have always paid our mortgage on time.
Newrez Servicing dba Shellpoint Mortgage Servicing acquired our mortage sometime around XX/XX/2022. Shellpoint actually sent us paperwork after XXXX XX/XX/2022.
Neither XXXX nor I have ever received any phone calls or emails stating the transfer of ownership of our home loan till Shellpoint reached out to us XXXX looking for our XXXX, 2022 mortgage payment.
We sent our XXXX payment to XXXX XXXX XXXX of Texas which bank records show they cashed on the XX/XX/2022 - on time.
At not time did eahtier party tell us the loan had been transferred sold or whatever?
In any case it has since been sorted out as XXXX XXXX XXXX of Texas has since wired the money, we paind to them on XX/XX/2022, to ShellPoint.
On the XX/XX/2022 formal demand letters were sent by Shellpoint to XXXX and I saying there was an issue on our loan and to call immediately to avoid foreclosure. I called Shellpoint after collecting the letters from the XXXX XXXX ( Certified mail ) yesterday ( XX/XX/2022 ). Shellpoint confirmed that there was no issue with the account and we are up to date and the operator also confirmed that Shellpoint had in fact received the wire transfer from XXXX XXXX XXXX.
XXXX and I have been on the phone many hours trying to fix this issue that was caused due to the lack of communication from both XXXX XXXX XXXX and Shellpoint.
Now we are in the process of finalizing our solar contract and new kitchen. XXXX has a late payment remark from Shellpoint, over 90 day late payment.
I also have the samne remark and a new a new account opening showing on my credita new account opening on my credit.
XXXX 's credit has been hit with a XXXX point drop due to the late payment remark, and mine has a number of deductions on opening a new account.
Please note that we are not late and we never opened any new accounts with Shellpoint.
I have reached out by phone and email to have this credit reporting issue resolved by Shellpoint and to date have not received any response.
We have huge hits on our credit that have now made it impossible to close our financing for our new solar and our new kitchen.
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| 12/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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To Consumer Financial Protection Bureau : I would greatly appreciate your help if you can assist us in asking Shellpoint Mortgage Servicing and XXXX XXXX XXXX XXXX. ( XXXX ) to delay the recently announced trustee sale of our property and former home of my deceased wife at XXXX XXXX XXXX, XXXX, CA under Shellpoint mortgage loan No. XXXX. The property is currently valued at {>= $1,000,000} to {>= $1,000,000} and the first loan payoff amount to Shellpoint is around $ 1,200,000+ and $ 100,000+for the secondary loan from XXXX XXXX XXXX . The property if properly sold will have enough equity to pay all involved parties including Shellpoint, XXXX, realtors, XXXX XXXX, legal counsel and others.
Please note that we have been asking Shellpoint since XX/XX/XXXX and recently XXXX to delay or postpone the projected trustee sale in order to properly sell the property in order to pay all financial obligations related to the property since the property has enough equity to payoff all financial obligations including all associated costs for the sale of the property and therefore Shellpoint and XXXX XXXX XXXX ( XXXX ) will be paid off. But just recently, on XX/XX/XXXX, XXXX posted the Notice of Trustee Sale on the door with a sale schedule of XX/XX/XXXX.
Attached are copies of some of our communications and request to Shellpoint and XXXX to give us proper time to properly sell the property because the newly announced trustee sale date is affecting and hampering prospective buyers.
Thank you very much for whatever assistance you can provide to convince Shellpoint to postpone the trustee sale scheduled on XX/XX/XXXX. Please note that my deceased wife had a lengthy disagreement with XXXX XXXX XXXX and XXXX years ago because of the institutions loan modification/foreclosure practices which was reported to your office under XXXX Case # XXXX.
I hope that with your assistance, I will not experience a similar difficulty in asking my request to Shellpoint and XXXX to postpone the trustee sale in order to properly sell the property in order to ensure that everyone will be paid accordingly and all obligations will be settled.
Thank you very much for your help and attention to my plight as the trustee of a survivor trust.
XXXX XXXX Phone : XXXX Email : XXXX XXXX
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| 09/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our Mortgage was recently bought from XXXX by Shellpoint Mortgage Servicing in XX/XX/XXXXof this year. We received from them in early XX/XX/XXXX a pamphlet of information from them about Points of Contact and way to contact Customer Service. On the day we received this information ( I believe the call was made XX/XX/XXXX ) we called the Customer Service Line as was told that we had a negative Escrow Amount but since we were in Bankruptcy there was nothing more the lady would be willing to talk to us about.
So we called the Point of Contact ( XXXX XXXX ) and it went straight to voicemail and we left a message but did not receive a reply. We tried again ~XX/XX/XXXX and when we called XXXX answered right away. We mentioned to her that we were trying to figure out how to go about paying for our Mortgage since there were no clear instructions on the paperwork and I could not pay online due to the bankruptcy. She said that we needed to contact our Bankrupty POC ( XXXX XXXX ) regarding anything tied to the Bankruptcy and that we had to get a note from our Attorney for them to be able to speak with us regarding solutions to the issues with the Mortgage.
We then went to our Attorney 's office on XX/XX/XXXX and got a letter from him as requested and faxed it to Shellpoint via the phone number provided the following day. We then called XXXX the following Monday or Tuesday and it went straight to voicemail. A message with all the necessary information was left which included wanted to talk about issues regarding the Bankruptcy, and a Home Repair Escrow that would have been transferred from XXXX.
After receiving no response from XXXX the following Monday or Tuesday we called both XXXX XXXX and XXXX and were taken again straight to voicemail. Messages were left according to the instructions and as of now ( XX/XX/XXXX ) I have not heard from them or any representative of Shellpoint Mortgage even though I have reached out multiple times.
This is obstructing our families ability to repair our home since there is a Home Repair Escrow Balance and as such is limiting our options in terms of resolving the Mortgage in an amicable fashion with Shellpoint. We have reached out to them multiple times in good faith and it feels like they refuse to work or even talk to us.
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| 04/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/2022, I received a predatory loan modification from Shellpoint that should have been a XXXX XXXX XXXX modification subject to people affected by Covid -19.
I emailed Shellpoint escalations, loss mitigation, my dedicated account representatives, and the XXXX on XX/XX/2022, XX/XX/2022, and XX/XX/2022 that I want my XXXX XXXX modification to go forward and to remove # XXXX, the attachments, and fix the capitalized interest. As of the date of this complaint, Shellpoint has not responded.
Shellpoint refused to correct Ditech 's error in overcharging me for escrow. In Texas, the servicer can not estimate, they must use the previous year 's expenses. When I should have had a credit, Ditech deceptively showed a short. Shellpoint refused to correct it stating that they took what Ditech gave them. Then, instead of accurately counting my payments, Shellpoint held funds in suspense and claimed I missed payments. Plus, charged property inspection fees that are not allowed under my note.
In the modification agreement, Shellpoint includes " Additional '' items in number XXXX. These do not allow me to sell the property or transfer the modification to an heir. Interest should not be charged on the modification because I was affected by XXXX.
Shellpoint, not only charges interest, but also overcharges. All the fees that are supposed to be waived, Shellpoint includes them in the " Additional items.
The XXXX language allows them to void the entire modification by giving the the right to demand the escrow short during the months that I was affected by Covid.
The escrow language also double counts because the escrow account says there is a current short, which is part of the new modification amount, but the escrow short is also added to the back of the loan in.
Shellpoint also wants me to sign an errors and omission statement while they are creating errors and omitted a second page of the disclosure pages.
Shellpoint wants me to sign a Texas loan note with the incorrect amount that I owe with the capitalized interest including Shellpoint 's legal fees.
Shellpoint included incorrect court records where the note is located and incorrect property descriptions.
Shellpoint includes no oral agreements, which I do not know if that includes email.
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| 02/17/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Have had this loan for multiple years and have also been or paid on a bi-weekly program either through the company or on our own. We prior to the sale or take over by this mortgage company were on their bi-weekly program. When NewRez dba Shellpoint took over they didn't not participate in that program but we kept on paying bi-weekly through our bank and there didn't seem to ever be an issue until this last year when they for some reason would take one of the bi-weekly payments and make it a principle only only payment. In the event of them processing the bi-weekly and additional principle payments incorrectly they have managed to get our schedule off and now it is showing that come the first of each month we are short on the payment and have since been issued late charges I've called multiple times trying to talk to someone about the issue but it is always after they have applied the " late payment '' and just say they show my account in perfect standing order. Then the first comes around and we are repeating the same process.. I pay {$650.00} the XXXX and XXXX Friday of every month so come the first I have my regular payment plus and additioon {$250.00} for principle.. I got tired of them putting the blame on me because I wasn't doing the samething buth through them on their time schedule. I finally gave in and set up the bi'weekly to start XX/XX/20 and every other Monday thereafter and assured by the superviose XXXX XXXX XXXX XXXX that my account was again in good standing order once this was started I'd have no further issues. But when I went on the website and looked at my billing history in the same situation. They have made some big mistakes misapply by payments and I just want my schedule to be fixed and stop be charged late fees. No telling how messed up principle payoff has been affected by their XXXX ups. I want my account to reflect my 2 monthly payments being applied to the next month and refunded every dime they've charged me inappropriately. I'm including a copy of my payment history for the last 13*months. Also attached is a copy of my last statement and if you notice on the back it states that amounts paid in excess will first be applied to satisfy any delinquency yet that has never happened and I pay an {$250.00} every month.
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| 03/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint against NewREZ XXXX www.newrez.com XXXX. XXXX XXXX XXXX, TX XXXX My mortgage was transferred to Shellpoint Mortgage which then became NewRez LLC some years ago. In XX/XX/XXXX I began paying extra principal and just additional money on my mortgage. Unfortunately, I didnt pay a lot of attention of how my extra payments were being accounted for, but I assumed that it was going to principal and interest payments. I had a XXXX in XX/XX/XXXX and in XX/XX/XXXX I finally reviewed my mortgage account to see how much longer it would take to pay it off. I realized that what they did was they kept pushing out next due date as opposed to applying the funds to my account. Ins My XXXX statement of XX/XX/XXXX stated I owed {$0.00} on XX/XX/XXXX and my next due date was XX/XX/XXXX ( or XX/XX/XXXX ). To me that meant they had at least five months of payments accredited to my account or at least {$12000.00} ( my regular payment was {$2400.00} although I often rounded up to {$2500.00} ). My first call on XX/XX/XXXX the customer service rep said she would enter a ticket to have my payments reassigned to principal. She thought I might have somewhere between 12 and {$15000.00} overpaid. At that time, I owed {$12000.00}. She told me it would take 3-5 days to process. Nothing happened so I called back on XX/XX/XXXX and spoke to XXXX. She said she saw the notes but no ticket so she opened one and said she would escalate to her manager. On XX/XX/XXXX NewRez fluctuated my due amount between {$12000.00} and {$22000.00} and determined I owed {$9500.00}! I called back on XX/XX/XXXX and spoke to XXXX who would not explain why they did what the did but their adjustments were correct were correct. After that fiasco I noticed they had pushed my next payment out to XXXX. I called and spoke to XXXX and we figured if we took the 2 months credit into account if I paid on XXXX we figured the new principal would be {$4700.00}. NewRez moved my next payment due to XX/XX/XXXX but only reduced my payment to {$8300.00}. I do not understand their funny math so Ive attached the spreadsheet with my payment history. I feel I should owe much less than what they are billing me. I believe they are being dishonest, I have attached the payment record for you review. I hope you can help.
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| 01/18/2024 |
Yes |
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- Closing on a mortgage
- Closing disclosure or other related disclosures
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Web |
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In XXXX XXXX XXXX we purchased a home. It consisted of two mortgages being serviced by XXXX XXXX XXXX XXXX ; they designated XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX as nominee for their successors and assigns. XXXX XXXX XXXX XXXX ended up being involved in a lot of deceitful and unethical practices ; as a matter of fact, because we were young and for the most part, clueless about the financial aspect of home ownership, my wife and I were goaded into having two mortgages on the property. The loan agents also assured us that having two mortgages was a temporary solution and we would be able to refinance both mortgages into one mortgage within a couple of years of maintaining the mortgage.
Over the years the mortgage was assigned to multiple entities to which they corresponded with us through postal mail ( USPS ). One of those entities happened to be Ditech Financial ; they took over both payments in accordance with the original mortgage agreement.
In XXXX we tried to refinance the mortgage, like what was told to us in XXXX The companies that we contacted were adamantly against refinancing the loans and for good reason. We eventually went back to Ditech Financial and asked them to refinance the mortgages. They stated that they would not refinance the loans but that they would modify them. They sent out a modification letter, which we still have, and told us that we wouldn't have to do anything except pay a specific amount and maintain that amount for three months and our new payment would automatically go into effect, which we did. So to our understanding they combined both mortgage payments into one mortgage payment because 1. ) The single mortgage payment was $ XXXX {$60.00} less than the combined double mortgage payments. 2. ) The original mortgage was extended 10 more years essentially making it a 40 year mortgage. 3. ) They didn't mention any other payments in the letter nor did they send out any additional letters for the second mortgage. We found out after closing and after obtaining the book & page records from the Recorder of Deeds of XXXX XXXX and the title report that Ditech Financial was not eligible to collect money for the second mortgage because they were never assigned the second mortgage, which should be considered fraud.
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| 02/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am being told that I need to pay for another XXXX, but I do not feel as if that is acceptable. Here is the timeline of events and why I believe I should not have to pay for another XXXX : XX/XX/XXXX - I paid for a XXXX that was completed on this date.
XX/XX/XXXX - I received a letter stating the value of the property was {$120000.00} and the value needed to be paid down {$8400.00} for the PMI to be removed.
XX/XX/XXXX, XXXX I received a letter from NewRez stating I will need to submit a written request to have the PMI removed once I paid the value down to below 70 % and that the XXXX was good for 120 days from the completion of the valuation. Since the valuation was completed on XX/XX/XXXX, the valuation would be good until XX/XX/XXXX.
XX/XX/XXXX - I submitted a check to be applied to PRINCIPAL BALANCE ONLY as noted in the memo line, and in the letter sent with the check. That balance was NOT applied to principal only and I had to call twice to have the corrected.
XX/XX/XXXX - The principal only payment was corrected and the loan was paid to below {$84000.00}.
XX/XX/XXXX - I submitted a request in writing to have the PMI removed, AS WELL AS a request to have the escrow removed. I have included the email below that I sent on XX/XX/XXXX.
XX/XX/XXXX - I called your customer service line and spoke with XXXX who transferred me to the supervisor XXXX. I was told me request for PMI removal would be escalated.
Since then I have called seven more times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX again and XX/XX/XXXX ). I have spoken with 11 different people ( XXXX XXXX, XXXX XXXX- supervisor, XXXX , XXXX- Supervisor, XXXX XXXX , XXXX XXXX , XXXX, XXXX- supervisor , XXXX XXXX, XXXX XXXX and XXXX XXXX ) to find out why my PMI request on XX/XX/XXXX had not been addressed. All 11 of those people stated they would either call me or email me back, and the only one that did is XXXX XXXX who called me back once to tell me she did not have an update for me.
I paid my loan down to the amount you requested, well within the time frame you asked me to pay it down within, and I submitted a request in writing ( as shown below ) also well within that requested timeframe. Please tell me why I need to pay for another vacation.
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| 01/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The lender keep placing discharged cram down debt on my payoff statements once in XXXX and again in XX/XX/XXXX one month before the scheduled sale of my property in XX/XX/XXXX. My property was placed on the auction block and there were no bids on XXXX for the property I was a bidder on the property. Within a week the PSO private selling officer for the courts and the plaintiffs attorney filed a sales form with the court stating that the property sold. My lawyer filed a motion in XX/XX/XXXX disputing the sale of the property. I discovered that at that time all XXXX judges passed a motion to discontinue using POS sellers in XXXX County Common Pleas court in Ohio. The debt collector XXXX XXXX was successful in getting the judge to confirm the false sale and taking possession of my property which I had two tenants living in the duplex at that time. The Shellpoint the loan servicer sent me a 1098 listing interest that I never had paid in for XXXX. The 1098 also was showing a balance of the loan debt at {$44000.00}. Shellpoint finished with a 1099-c forgiving {$11000.00} of the principle loan debt and telling the IRS that the fair market value of he property was only {$35000.00}.
Conclusion : In XX/XX/XXXX I file a motion to have have the sale reversed and was able to convenience the courts by a phone call recording I was able to get form XXXX that the property never sold in XX/XX/XXXX. The sale was vacated by the Judge XXXX but part of the judges decision was that the property could be resold by the courts own Sheriffs department. As a result of the false sale resulted now I believe to be a issue with part of the decision by the courts. The claim is that part of the debt was already forgiven by the lender by a 1099-c and the debt collector XXXX XXXX under the assumption that the false sale went though and the case was over paid off the first lien on the property used in the original foreclosure sale.
I am looking for the new sale date to be vacated and the POS seller auctioneer hired by XXXX XXXX to be investigated by the Ohio attorney generals office for fraud in the sale of my property. I do not owe what the sale states I owe on the property note and the information obtained by the sheriffs sale and used as public notice must be correct.
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| 03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our loan changed hands multiple times before our first payment was due. We have a loan with this company since the end of last year. The last six months we have spent filing letters on the website emailing and calling multiple departments as well as filing official complaints to the company in writing. This place appears to be a call center for a collection agency with no opportunity to go into a local branch and go over specifics of the loan as well as expectations. Each attempt at communication ends with a promise of resolution with no follow up and you can only escalate your issues to their own department supervisors which are not able to assist and have no authority to aid in your situation. All complaints are to be filed in writing and in my experience are not followed up to or responded. We always over pay our escrow and principal for the mortgage on time. We communicated everything upfront as we awaited our supplemental tax bill and over paid escrow while waiting. They incorrectly informed us of proper procedure requirements on multiple occasions. Our supplemental tax bill is due in 10 days the money is intentionally in our escrow account to pay it and they are refusing to issue the money to the assessor or return it to us in time to pay it. Although we have been in communications with them since last XXXX regarding this very item and even personally at the leading of a customer service rep called the assessors office on XXXX way to confirm the supplemental bill and they " noted '' the system. In an effort to be a responsible lender we have done all we were asked and gone over and above all that is asked of us and have nothing but unprofessional non accountable individuals working with and servicing our home. Who will hold this company accountable for unfair practices and poor service and zero soft skills with clients that did not choose to be their clients. I have never been insulted and interrupted talked down to with no end in sight by anytime especially not over a half a million dollar loan. I would never have selected a lender with such poor ethics as a collection agency to do this with us. Someone needs to remove this company from this industry and pull accounts such as ours and give them to other mortgage servicing companies.
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| 01/19/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Fees charged
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Web |
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I got notification that my loan has been transferred from XXXX XXXX XXXX to New Rez LLC. Everything was fine until I went to pay my mortgage online one month and I saw that I had a {$100.00} fee on my account. I looked at the charge and it had no details as to what it was so I sent a message to New Rez through my online portal inquiring this and it took weeks to get a reply. They then sent me a response saying " Please be advised, there is a fee balance of {$100.00} was assessed by the prior servicer for Prior servicer Cost assessed on XXXXXX/XX/XXXX. Please refer to the Loan Transaction History ( enclosed ) showing when the late fee was assessed. Since the late fee balance was not paid, it transferred over to Newrez. Please note, Newrez strives to protect your personal information from unauthorized access and use. As such we use security measures to meet those goals. These measures include computer safeguards and secured files. To open the secured attachment, click view message in the blue shaded area, enter your email address, and then create a password to view the document. '' I then reviewed the account history that they sent me and no where did it say it was a late fee. I've never paid my mortgage late. Looking at the history, I noticed that there was a {$100.00} fee going all the way back to XXXX XXXX XXXX and there are credits and debits that essentially cancels out the charge, but it's still showing there on my portal. When I got to thinking about it closer, I had another complaint with XXXX XXXX XXXX about them not removing my PMI and they were to refund me {$100.00} for the appraisal fee they requested to have my PMI removed. My guess is that they made an error and added the charge back on or messed up their accounting since I do not owe them {$100.00} for a fee since I had already paid it. I called New Rez about this and they essentially said that it's weird and they don't know what it would be. after talking to a service rep who didn't know how to do her job, I got transferred to a XXXX who looked at the transaction history and agreed with me that it made no sense and she didn't know what it would be. This managers name is XXXX XXXX. She told me she would get back to me and never has. That call took place over XXXX weeks ago.
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| 06/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Starting in XXXX of XXXX, Shellpoint the Loan Servicing Division of NewRez, started to send me notificatons about lack of insurance on XXXX properties. I have XXXX non-owner loans with Shellpoint, on all XXXX we pay the property taxes and insurance directly and never have had a impound account. I immediately uploaded the XXXX XXXX to the accounts in question. The following month I got another letter requesting same. I called the service number, they said its in process. The following month another set of letters and I had my insurance Agent upload. Eventually they placed insurance on XXXX of the properties. After more calls and 3 more uploads they finally removed the forced placed insurance on 2 of the 3 properties. The XXXX XXXX XXXX XXXX, I finally got a letter in XX/XX/XXXX stating that the forced placed Insurance was canceled and the insurance I provided was adequate and in force from XX/XX/XXXX to current.
Unlike the other XXXX properties, the loan statement on this loan continues to show a {$1200.00} " escrow balance ''. I have made 3 payments since the acknowledgement that forced placed insurance was implemented in error. On the last XXXX payments, Shellpoint would not accept my payment unless I paid another {$120.00} for the phantom " escrow account '' balance. The representatives I speak to each time say that I need to send letters to the " servicing '' department and only that department can clear it up. I am not allowed to speak directly to the " servicing department ''. Meanwhile Shellpoint is extorting {$120.00} from me just to accept the {$1800.00} regular payment. I have to call in and manually make this extra payment, otherwise I will get a 30 day late payment on my crdit. In essence they are ignoring all my request to properly account for fraudulent statement they are sending.
This is a classic case of a automated system gone awry. They have peppered me with notices for over XXXX months and Shellpoint either woefully understaffed or just refusing to respond in person and clean up the mess they created. I have spent the last 8 months with multiple calls, uploads, letters and I am at wits end to get this resolved. I need your help to compel Shellpoint to respond with a qualified staff member in a reasonable time frame.
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| 05/20/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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Dear CFPB, FOR THE RECORD, On XX/XX/XXXX I filed lawsuit in XXXX XXXX XXXX XXXX California Division Case # XXXX against XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ) et. al. ( COPY ATTACHED ).
I'm also Demanding for Cancellation and Rescission of Notice of Default and Notice of Trustee Sale XXXX # XXXX recorded on my property XXXX XXXX XXXX XXXX, CA XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX scheduled for XX/XX/XXXX.
As of today, XXXX XXXX ( XXXX XXXX, XXXX ) has not cancelled the Trustee Sale despite the Active Federal Pending Lawsuit, Notice of Pendency of Action, and Plaintiffs Motion for Temporary Restraining Order.
Under my private rights of action and administrative process I want to report that XXXX XXXX, has repeatedly ignored and has failed to respond to my Qualified Written Request ( QWR ) and Dispute of Debt and Validation of Debt Demand Letters over the years and one specific dated XX/XX/XXXX sent Certified Mail # XXXX ( COPY ATTACHED ).
In addition, I never contracted with NewRez, LLC dba Shellpoint Mortgage Servicing, or XXXX XXXX XXXX XXXX XXXX XXXX for XXXX, XXXX XXXX XXXX at any capacity and never had any business relationship verbal or written.
The NewRez, LLC dba Shellpoint Mortgage Servicing Account # XXXX corresponding to my property at XXXX XXXX XXXX XXXX CA XXXX was created without my authorization and through identity theft of my personal and private information.
Enclosed, you will find my Affidavit of Truth and Fact Notice of Special Appearance served to the above individuals and entities including XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX, XXXX XXXX ( COPY ATTACHED ).
In addition, you will find Audit from XXXX XXXX and his Declaration under penalty of perjury that will confirm my above allegations ( COPY ATTACHED ).
In Conclusion, XXXX XXXX and XXXX XXXX, XXXX, are hereby demanded to file in the XXXX XXXX XXXX XXXX 's Office a CANCELLATION OF NOTICE OF TRUSTEE 'S SALE ( Rescission ) for the fraudulent Trustee 's Sale # XXXX on the referenced Deed of Trust. XXXX XXXX, XXXX and XXXX, XXXX, & XXXX XXXX are also demanded to deliver to me a fully executed copy of the same document at the referenced property address. Respectfully, XXXX XXXX
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| 11/27/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In early 2020, when covid first started, my husband 's hours were being cut. I called our mortgage company at the time, XXXX XXXX, to see if we could make a smaller payment, just for that XXXX month. I was told no. They told me about the forbearance option that they had. I asked for XXXX month and was told I HAD to do it for XXXX months. So we decided to go a head with it, since were unsure of what would happen over the next couple of months. I asked right then, about the repayment options. I was given XXXX. Pay in full after XXXX months, pay in a XXXX months of installments once the XXXX months was up, by adding it to our current payment or add it to the end of the loan. Before the forbearance ended, in the third month, I called XXXX and told them that we no longer needed help, we would start paying our normal payment. ( I was getting calls from an automated system, asking if we needed a longer forbearance ) I asked if we could put those XXXX payments at the end of the loan, and then was told that ours did not qualify for that option. Of course. Even though I was told before, that it was an option. So, we decided on the XXXX month repayment, which we are currently paying with our normal mortage payment. I saw that on our monthly statements, it showed we owed quadruple of our house payment. I called and I was told that they were in process of correcting it, they just had so many people with forbearance, that it could take time. I called one or two more times after that and was assured that I had nothing to worry about. Our loan was then transferred over to Shellpoint. It probably happened around XXXX. We wanted to look into refinancing or selling our current home to buy another, but were told that the report shows us XXXX days behind on our mortgage payments. I have NEVER missed a payment. We've only ever done the XXXX day forbearance, which they made us do, even though I only wanted one month of a lower payment or one month forbearance. I also emailed XXXX regarding this issue. Our statement with Shellpoint, also shows the same that XXXX was showing. It says on the most current statement, datedXXXX, that our payment amount due is {$4100.00}. Our normal monthly payment is {$1400.00}. It says we {$2600.00}, is our " unpaid amount ''.
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| 02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I logged into my account with NewRez to make my monthly payment. Upon doing so I noticed my Escrow Account had a negative balance which was very unusual since my Home Owners Insurance or Property Tax Bill had not been disbursed.
I noticed {$6500.00} has been deducted for " Insurance Premium Disbursement '' I called and was told this was a one time PMI charge and I asked for an explanation and was never provided one. No one with NewRez notified me in writing or by calling regarding I was going to be charged this. I inquired again a few weeks later in late XXXX/early XXXX and was told the same thing. I just could not understand why I was charged this amount and I was told I would receive a letter ( which I never did ).
Over the Holidays I didn't follow up much on the issue, but started again in XXXX. I've called XXXX who could not tell me anything other than they did not bill me and I'm not the policy holder. I called Shellpoint since they are the lender and was not provided any new information as well. I have made two calls in XXXX XXXX being on XX/XX/XXXX where I was told by XXXX XXXX someone would reach out to me in 3-5 business days and no one never did.
I understand there may have been an error in the closing process, but after talking with several realtors, lenders, etc. none have heard about the Lender putting the charge back on the borrower ; especially with no notice! My mortgage payment has increased over {$650.00} per month. This is beyond unethical for a company to be allowed to do this.
I'm attaching my escrow statement along with a few loan documents for your reference.
I also have done research where a charge of this magnitude would change my APR for my closing disclosure and the lender is not allowed to go over 0.125 percent and if you do the math you will see they have gone outside this range.
I would like to be reimbursed the full amount as that is what a reputable company would do and since they provided no notice and did illegally not provide me with an updated closing disclosure.
You will also see where they have taken 17 PMI payments of {$66.00} and refunding two for a total of 15 deductions and I've only had made 13 mortgage payments.
I have inquired about this as well and no response.
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| 06/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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XX/XX/XXXX To Whom It May Concern, This letter to explain the journey before and during COVID-19. I need Shellpoint Mortgage Servicing to fix the mistake and remove the late payment reported in the credit report.
In XXXX of XXXX my ex-husband lost his work after 20 years which was working as XXXX for XXXX Stores in XXXX Florida.
Since then things changed and we ended up filed for divorce in XX/XX/XXXX and finalized on XX/XX/XXXX.
The forbearance was approved XXXX of XXXX until XX/XX/XXXX and due to Covid-19 circumstance the lender call at the end of forbearance and offer an extension until XX/XX/XXXX.
My ex-husband found a part-time job at time but it wasnt enough to pay the bills.
In XXXX of XXXX the Shellpoint Mortgage Servicing called again to know the status of the situation which nothing changed. They extended until XXXX of XXXX the forbearance plan. My ex-husband continue looking for work full time position and no luck.
They extended again until XX/XX/XXXX and follow up regard to financing situation which still the same. The divorce finalized on XX/XX/XXXX. We didnt have alternative and try to comply with the due date of the forbearance plan. We decided to put the house for sale when the listing start on XX/XX/XXXX.
The Shellpoint Mortgage Servicing called to follow-up then we notified them the house was put for sale due to lack of income. They agreed to extend again until XX/XX/XXXX.
We notify them in XX/XX/XXXX that forbearance will expired next day if we need another extension to cover the selling period.
They said no needed because they could see the house was in the market and nothing will be report to the bureau. The house was pending sale on XXXX and deal didnt go through.
We notify the Shellpoint Mortgage Servicing and advised us the nothing need to be done at this point and no extension needed it. Finally! We sold the house on XXXX and paid in full. Our mortgage was FHA Loan Number XXXX and qualify for extension up to 18 months. Shellpoint Mortgage Servicing keep telling us everything is okay nothing do to and ended up reporting 1x 60 days mortgage payment late. If the forbearance expiring 18 months after the initial request XX/XX/XXXX then will expires on XX/XX/XXXX. Why 60 days reporting on my credit report.
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| 06/03/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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My complaint is with Newrez my existing Mortgage Company. Because I was approved for modification in XXXX. I started looking into refinancing in XX/XX/XXXX. I was approved by XXXX XXXX XXXX at a interest rate of 2.75 %. Before the process was complete in early XXXX I was contacted by XXXX XXXX of Newrez. Who said he would match that offer and the closing cost would be 60 % less because I was an existing client. I filled out all the e-documents and provided all necessary information. The Conditional Approval I received had a interest rate of 3.375 % XXXX XXXX told me it would be adjusted at closing. I have not heard from him since XX/XX/XXXX. There was a hard stop placed on my application and no one at Newrez could tell me why. I spoke with XXXX XXXX. Who is my Loan Processor at Newrez. Who told me he didn't know what happened but the hard stop would be removed by in early XXXX. So that it could go to the Underwriting but after 4 more weeks it still have not gone to closing. It has been almost 3 months and nothing has been done. Today I received a new e-documents that says my interest rate is 3.488 %. It has gone from 2.75 % to 3.488 % since I began working with Newrez and no one is currently spoken with me personally about this. After dozens of calls. It is well past the 30 days I was told it would take or the 60 days it would normally take. I past on a deal I had in place to take this offer from Newrez but they've been doing their best to fulfill their part. They have been totally negligent and fulfilling their part of the deal and keeping me informed. I wish this have been completed already I'm going into my 90th day of this process. Which is why I think my interest has increased because it's been over 60 days and they're not making me a new offer with a higher rate. I put the blame on XXXX because he initiated this but has not been transparent with information that I need to know during this process I reached out to him several times but now he's saying that I was on a Do Not Call list even though I have called him dozens of times and left messages which you did not respond to any of them. Please do what you can to help me resolve this issue I am now beyond the point where I can do things on my own. Thank you very much. XXXX XXXX
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| 06/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a letter from my mortgage Servicing Company shellpoint XXXX XXXX XXXXXXXX XXXX XXXX that their records show that I did not have Hazard insurance at the time following that letter I called on XX/XX/XXXX and spoke with a representative and they had called my insurance agent XXXX XXXX at XXXX XXXX in XXXX XXXX XXXX XXXX XXXX we were placed on a 3-way phone call where they had gotten all the insurance information figured out and verified then again I called back on XX/XX/XXXX XX/XX/XXXX and none of the information had still been verified for whatever reason on XX/XX/XXXX I received a final notice saying they still have not received my fire hazard insurance for the property so on XX/XX/XXXX I called against but was another representative who again had mr. XXXX fax over the information I had Then followed up on XX/XX/XXXX two times I made a phone call and again on XX/XX/XXXX finally receiving a letter on XX/XX/XXXX that they had received an acceptable policy for the reference property and the previous years insurance was also faxed to them at that time showing that there was nothing lapse within the insurance policy then I received a letter on XX/XX/XXXX stating they still did not receive the hazard insurance policy the property so again and I called on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX and still have got nowhere with Shell Point during their whole servicing time also I received delinquent tax notices once to twice a month that the taxes are not being paid and there are late fees and interest that has been computed and as of recently as of XX/XX/XXXX my payment went up to XXXX from XXXX then in the last two months they're charging me an overdue payment charge and I have not been late on any of my payments I've used bank cards and I can show that none of my payments have been late and now my payment is up to XXXX I have spoke with the XXXX at the XXXX XXXX tax collector 's office she had informed me that the taxes are being paid late there was actually XXXX where they were not even paid and previous with Shell Point service mortgaging I had paid one year in advance of my insurance. So for 4 months now I am paying more money that I can not afford and have made numerous calls with no help in sight.
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| 12/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Paying off the loan
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Web |
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Our home in XXXX burnt down in the XX/XX/XXXX XXXX fire. After the fire we were paying our mortgage as well as rent on a XXXX XXXX on XXXX. To lighten our monthly financial burden, we wanted to pay off our mortgage loan. We contacted Newrez to pay off our loan and received a payoff amount of {$830000.00} with a payoff closing date of XX/XX/XXXXXXXX. My husband and I were directed to send in our funds, which were split between personal funds and insurance claim funds. We received {$410000.00} from insurance funds, of which we signed over the checks and expedited them to Newrez/Shellpoint by XX/XX/XXXX. The remaining amount which was {$410000.00} was paid from our banking account, XXXX XXXXXXXX XXXX. The wire transfer to Newrez/Shellpoint was made on XX/XX/XXXX and received by XX/XX/XXXX. We were also advised to send in a letter of intent to use our claim funds to pay off our loan. This letter was received by Newrez/Shellpoint on XX/XX/XXXX. We completed all required tasks with the correct funds by the XX/XX/XXXXXXXX payoff closing date. However, our loan has not yet been closed and instead we have been sent several new payment amounts which have increased in amount due to daily interest. We have spent over XXXX hours on the phone and taken 5 days off work to speak with Newrez and Shellpoint in order to remedy this issue and explain that we made our payoff date and should not be penalized by their incompetency to process our funds to close the loan. While they continue to not close our loan, our amount keeps growing as interest is accumulating. We are also being told that we owe our XXXX mortgage amount. Ive told Newrez/Shellpoint various times that no amount should be owed as we have paid off our loan in its full amount for the XX/XX/XXXX2023 payoff closing. I have continued to call Newrez/Shellpoint and have been transferred to various departments, all placing the blame on other departments. At this point, I am not confident they will fix this issue and close out our loan. After many attempts to close the loan while holding our money for one month, they have still not processed the finances and continue to go back and forth between various departments figuring out what the hold up is. No progress has been made to close the loan.
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| 03/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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I'm requesting that Shellpoint Mortgage Servicing remove the 30 day & 60 day and 90 day late payments for XX/XX/XXXX & XX/XX/XXXX and XX/XX/XXXX from my credit reports on XXXX XXXX XXXX and any other reporting agencies. XXXX and XX/XX/XXXX mortgages payments are in XXXX XX/XX/XXXX mortgage payment was made on time as reported on my XXXX credit report.
From XX/XX/XXXX my XXXXXXXX XXXX XXXX XXXX was hit hard by Covid 19. My clients are XXXX XXXX XXXX. They too were devastated by Covid 19 because they were forced to close. My revenue plummeted. By the end of XX/XX/XXXX I exhausted all of my savings.
I requested a Forbearance for the XXXX and XXXX payments because of the negative effects of the virus and was approved on XX/XX/XXXX. In XX/XX/XXXX Shellpoint Mortgage Servicing posted a 30 day & 60 day late payments on my credit reports. On XX/XX/XXXX i wrote Shellpoint and requested the late payments be removed due to the negative effects of Covid 19. Shellpoint denied my request, stating that I didn't say specifically " Covid 19 " was the reason for my request for Forbearance and that I had a prior late payment.
The 2 late payments are negatively affecting my ability to acquire new contracts and credit which will grow my business revenue. On XX/XX/XXXX Shellpoint Mortgage Servicing added a late payment for XX/XX/XXXX on my XXXX credit report, My XXXX is now reporting a 90 day late. This is an error, i made the XX/XX/XXXX payment on time.
I'm determined to make my mortgage payments. I made 9 consecutive payments starting XX/XX/XXXX. It wasn't easy. I had to beg and borrow money from friends and family. I took out high interest rate payday loans and took on odd jobs to ensure that I made the mortgage payments. Due to the late payments I am no longer able to borrow money to help me pay the mortgage. I'm at the end of my rope. I'm trying my very best to avoid Bankruptcy.
I ask that Shellpoint take in consideration the 9 consecutive mortgage payments and remove the 30 day & 60 day and 90 day lates from all of the reporting agencies. This will allow me to obtain new contracts and credit. My revenue will increase and I will be able to Honor My Commitment With Shellpoint Mortgage Servicing. Thank You For Your Consideration And Your Help.
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| 06/17/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I want the XXXX correctly applied to principal and backdated to XX/XX/XXXX. I want a revised amortization schedule. I want the correct balance reflected on the customer portal.
Background : On XX/XX/XXXX my bank sent a check for the above numbered mortgage for XXXX. This amount was calculated to pay an additional XXXX on principal balance by XX/XX/XXXX. Instead NewRez applied a portion of the money toward Principal, interest, taxes, insurance, for XXXX of XXXX and applied the remaining amount to principal. I have been trying ever since to get the funds properly applied - per the company policy all additional funds are to be applied to principal. I have been getting nothing but the run around, excuses and form emails that do not address the error that was made on my account.
I contacted NewRez about this matter on the following occasions : XXXX - spoke with Mr. XXXX ( Mr. XXXX was professional and polite ) XXXX - wrote email XXXX - Spoke with XXXX who said " ticket submitted should be resolved in 24 hours ( XXXX was professional and polite ) XXXX - wrote email XX/XX/XXXX - still not resolved wrote and spoke to NewRez refi person XXXX who also submitted a ticket on my behalf XX/XX/XXXX sent messages via portal that matter still not resolved XX/XX/XXXX spoke to XXXX call dropped, called back and spoke to XXXX XXXX who was at times extremely rude and condescending and made excuses and had trouble counting- " It can not be escalated until 5-7 days '' -even though the initial request was on XXXX XX/XX/XXXX sent a message to the CEO via XXXX XX/XX/XXXX Spoke with XXXX XXXX said that there was a note indicating that the issue would be or should be corrected by XX/XX/XXXX and that she was adding a note telling how the extra payment should have been applied. ( XXXX was professional and polite ) XX/XX/XXXX portal still not updated spoke with XXXX called dropped as I was on hold waiting for a supervisor. ( XXXX was professional and polite ) Called back was directed to a supervisor XXXX XXXX who told me that the department was behind and that there was no one else that I could speak to that could help me with this matter or explain why the additional funds were not applied to principal as stated in the company 's written policy. Not helpful.
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| 01/17/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I started calling XXXX on XX/XX/XXXX regarding a hail claim. It takes forever to get through their automated system. I think there were more than 20 questions and several were repeated more than once. I eventually agreed to leave my contact information to have someone call me back. It said I would not loose my spot in line if I left a message to call me back. No one called me back for the next three days so I called again.
I called back on XX/XX/XXXX. Per my notes I was on the phone 42 minutes, then spoke to XXXX. He opened a claim profile and sent me the package. We had some discussion about my claim since it was over {$40000.00} where they want me to mail them the check and sign it over to them, whereby they would disperse when they were satisfied their requirements were met. XXXX told me since my initial check was under {$40000.00}, they would endorse it over to me so I could get the repairs started but once the total paid went over {$40000.00}, they would go into their more involved process where they required I endorse the funds over to them and then they would hold them in escrow until they sent inspectors out and were otherwise satisfied the work was done correctly.
I sent in the insurance check with my cover letter on XX/XX/XXXX. Being the holidays, I did not expect an immediate response but hearing nothing for three plus weeks, I emailed and faxed the listed email and fax number on XX/XX/XXXX. Since I sent it late in the day, they probably did not get it until the XXXX. I received an automated email asking me to give them 48 hours to respond.
Hearing nothing, I sent them a follow-up email and fax on XX/XX/XXXX. I received the same automated response. I received a read acknowledgement on the morning of XX/XX/XXXX. I have heard nothing more so I sent them another follow-up this morning.
The roofer is ready to start the work but I need the check so he has the funds to get started. This should not take more than a month to turn around a check and it should not take more than a week to get a status update.
I do not know why I should agree to sign over insurance proceeds to them so they can use my money for free if they are going to take more than a month to respond and ignore repeated phone calls, emails and faxes.
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| 04/04/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Original mortgage was serviced by a different lender. Under our original lender, we were in a protected COVID Forbearance starting XX/XX/XXXX, with an end date of XX/XX/XXXX. We were fully up to date on payments with no delinquency before the forbearance.
Attempted multiple times to set up a repayment plan with previous lender and were given incorrect information multiple times. A previous report was filed against them for this already and I have never received a response.
While waiting for the repayment plan to be finalized, we were notified that original lender had sold our loan to ShellPoint Mortgage and it would be transferred on XX/XX/XXXX. Conveniently for them, one day AFTER the forbearance protection would end, with no repayment plan set up despite asking for several months to set one up. We were told by our previous lender that they could not do anything to set up repayment plan before the transfer, but that we would be protected for 60 days until ShellPoint could set it up with us.
Made several attempts to contact ShellPoint immediately after transfer in the first week of XX/XX/XXXX, and were told that the documents weren't there yet and needed more time. After much back and forth, we were finally able to set up a repayment plan.
ShellPoint told us that we had to make 3 trial payments beginning in XXXX, and then the loan modification would be final. Told us that there would never be an delinquency reported as long as we made the payments.
We made all 3 trial payments on time, finalized the loan modification, and then began making regular payments on the new modified loan.
Shortly after, we found out that they are reported us as delinquent to the credit bureaus. We have attempted to resolve this multiple times with ShellPoint directly. They apparently reviewed it and the deny any wrongdoing and continue to report us delinquent.
We have actual financial damages from this incorrect and illegal reporting. Our credit has taken a substantial hit and we are no longer eligible for credit that we should be eligible for. We are seeking that ShellPoint immediately rectify their credit reporting. We are also reporting this with all 3 credit bureaus.
I am requesting an update from CFPB when this complaint is processed.
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| 06/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, Our loan was being serviced by NewRez/XXXX ( XXXX XXXX XXXX - Loan Number XXXX ) at the time COVID impacted my family ( husbands business ). I went into a foreberance plan ( total of a year ) At the ten month point I called XXXX/Newrez to start the process of reinstating my loan. They told me to call back at the 11 month point to start the process. At the 11 month point, I called again to reinstate my loan. By this time, I had an assigned person to may case. When I called the number of the person assigned to my case, I was told that everyone had the same servicer and it didnt matter who I worked with. They gave me three options which included : 1 payback the total amount owed, 2. roll the amount into the loan 3. modify the terms of the loan. I told them I was interested in option # 3 - if I were able to have a more current rate ( 2.5 % -2.7 % ) I would be able to better afford the new added burden of my husband loosing part of his business during COVID on my own. They said that there was no need to submit documentation and the said a modification at 2.7 % rate was available. They said to give them 30 -45 days and they would send me the modification in writing. At which point I would have 5 days to review and sign. At approx. 45 days I started receiving emails and mail notices of being late and not making payments. I immediately called them again. They were very hard to get ahold of but when I spoke to them they said not to worry - all communication was automated, I was still on forbearance and the offer was in the process. This continued for the next months - I would receive delinquency notices, then call, then be told that we were still in forbearance, not to worry and the modification was coming. By end of XXXX I received notice that my loan was being transferred to a new servicer - Shellpoint ( shellpointmtg.com - loan XXXX ) as of XX/XX/XXXX. I immediately called Shellpoint to voice my concerns of my loan being transferred before the modification was agreed to. I've since received a validation of debt notice from Shellpoint and and working with them - at this point they say they say that New Rez has 60 days to send over all info, but still have not received any indication that a modification was even in process.
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| 12/15/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XX/XX/2020 I was on my mortgage company website and thought i was being billed a late fee but when i called then a rep told me after a escrow analysis my mortgage was going to increase in XX/XX/2020. I informed the rep I could not afford to pay a higher mortgage so the rep offered an extension on my mortgage, he said I could continue paying the original amount of {$1500.00} for 3 more months instead of {$1600.00} as long as I called monthly and processed payments by phone. Later that month I discovered an error that I made, my payment was not honored but I immediately paid once I realized there was an error. Multiple reps promised fee adjustments and also confirmed my payment extension that the first rep promised. By XX/XX/2020 I got a letter stating there was a problem so I called and was told my account was past due. I offered to pay any past-due amount needed so that my credit wouldn't be impacted so that rep told me to pay {$35.00} and assured me that everything else was already taken care of. She said the XXXX was for the XXXX payment being past due and NSF and said all other fees were already removed. She also mentioned for the first time that i was not eligible for the extension that was promised to me in XXXX and told me that going forward I should pay {$1600.00}. I've asked multiple reps to have the negative report removed from my credit file since Shellpoint rep gave me wrong info that lead to full payment not paid which ultimately considered me past due. Shellpoint doesn't seem to agree with fixing my credit file. Today, XX/XX/XXXX I got an automated call that hung up on me, I called back and a rep told me I need to pay additional fees despite I have not been late or had any declined checks since the XXXX time in XXXX. Shellpoint is taking advantage of me, they can't explain why I'm still getting billed more fees and won't accept responsibility for giving me wrong info. I've tried to give them several opportunities to keep this right but they ignore me. I would've just paid the {$1600.00} to avoid this terrible situation and try ro refinance later but now my credit score has dropped very low because a rep at Shellpoint gave me wrong info, this is not fair. I feel like they are picking on me and mistreating me.
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| 03/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since my loans were originated with NewRez, they have been on automatic ACH payment with the company. In XXXX 2022, my ACH was canceled because NewRez was unable to locate my account and NewRez did not notify me of the cancelation. A representative called me to collect the payment and when we discussed the payment history, the representative confirmed that I was not notified of that error or challenge on NewRez 's part, and reversed the late fee. I re-established the reoccurring payment since that time, and payments for 3 of my accounts were withdrawn via NewRez ACH. I have confirmation emails subjected " Your recurring payment has been submitted '' from XXXX and XXXX. On XX/XX/XXXX, all three loans were sold, but no notification was made to me that there was any change in servicing or that my automatic payments were being stopped. ( I was only able to ascertain this informationby reviewing my payment history in NewRez 's portal ). I have still not received any notification of a change in servicer. On XX/XX/XXXX, a rep called me to say the payments were not received. I confirmed that the XXXX and XXXX payments were automatically drafted, and we talked through why my ACH was not taken out, and the rep stated that when the loan was sold, it may have canceled the ACH, but no notification was sent. I requested the late fees reversed, as NewRez failed to notify us that the payment I authorized was canceled and I have not received any notification of a change in servicer. When I called on XX/XX/XXXX, the rep and manager said they had no notes or documentation of a call on XX/XX/XXXX. I was also denied my request to reverse the late fees. I requested that the recording of the XX/XX/XXXX call be pulled for reference and requested an investigation about what occurred between the XX/XX/XXXX payments and the ACH payments being stopped, without notice. The representative told me that no one would call me back andthat nothing could be done. These late fees and any record of late payments on my account are inaccurate and I am requesting full and complete documentation about what has occurred on my accounts. I am very concerned about NewRez inaccurately reporting to the credit bureaus on my behalf or continue to charge unwarranted fees.
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| 04/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Since taking over servicing our mortgage home loan ( from XXXX to Shellpoint ) in summer of XXXX, Shellpoint Mortgage has had the worst customer service ever and we are now filing a formal complaint. They are now neglecting to even contact us back at all due all to their mismanagement of this loan in a short six months. Timeframe below.
Letter sent to them XX/XX/XXXX requesting our escrow account to be removed due to it causing our mortgage to double. We had a payment plan set up with the county for the past 15 years. Outcome, after giving us the address and us mailing them a letter, ( requesting our escrow to be removed ) they are now saying " they never received it ''. We again, XX/XX/XXXX, sent another letter requesting the escrow to be removed again, and they are saying again, " they don't have it. '' We have called them dozen times in the last 90 days, requesting to speak to supervisor and them saying " nobody is available '' and us leaving messages asking supervisor to please contact us by the end of day. Never received a phone call back ever.
We have emailed them nearly a dozen times in the last 90 days, specific contacts they said " we are assigned to '', but nobody will return emails or call us back.
Our request are very simple. 1 ) Remove the escrow account that we never asked for 2 ) waive some late fees because we are not able to speak to anyone or sign on to their website to make a payment. This is neglect 101. 3 ) Recently, we mailed a hardship request, because of the escrow mistake they made, and its been two weeks to be exact, and nobody has returned our request or reached out to us.
These very simple customer service acts have snowballed into one problem into another in spite of us paying our principle plus interest on time every month. We greatly miss the excellent customer service and technology that XXXX provided us for over a decade. And since our mortgage was sold to Shellpoint Mortgage Servicing, it has been a nightmare. And add on the recent pandemic, corona virus, it's more important than ever to get big companies to assist us with service and assistance.
We appreciate your department filing a formal complaint and assisting us since we can not get them to help in any way or call us back.
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| 06/23/2019 |
Yes |
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- Trouble during payment process
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Web |
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I got today a new balance different as the last week this new company fraudulent charges are goin out of control shell point new mortgage company when XXXX transfer me to XXXX XXXX XXXX their balance increased by with out explanation but theirs their corrupted numbers when they gave me the loan modification the last one signed force by court or signed or get out of the house thats what my lawyers said at the time they says to the government that they help me to keep my house when in reality they where increased even more my loan with lawyers fees house watching services I live in my house and I never saw no one court fees a new loan 2 loan into one all this new charges where all the way to {$110000.00} plus that was the help I told my lawyers about not been agreed but the say that no choose im in XXXX an my income it is limited so I did have a choose I got family and I can afford to move and at the time I paid my own lawyer to screed me up but the told my lawyer they will be given me a new loan modification with in a year I needed to keep making my payments for a year so far I didn't but that why this is my second complaint with in a month with 2 different amounts I called the costumer services from shell point mortgage services and they claimed I owe them they dont know which mouth or where this charges comes from but I owed them 6 mouth I send them 6 month prove from my bank but so far nothing but a increased amount from XXXX to XXXX With new principal of XXXX XXXX when in my supposed loan modification isXXXX at this point Im making a complaint about a new mortgage company for the same issues they do increased mortgage so I can not afford to pay it and then rob or my real state my family house Since I got my loan modification and been charged {$110000.00} more on my new balances I was suppose to started I paid from 2015 mortgage every month with out missing any payment some times more or letter in a month but never missed any monthly payment since I got my loan modification which it was supposed to help me to stay home no to sell my mortgage and this new loan company to increases my balances again by the way my complaint are about the abused an corruption and fraudulent way to steal real state lies evil fraudulent ways
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| 02/12/2022 |
Yes |
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- Trouble during payment process
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Web |
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On or about XXXX XXXX, XXXX, NewRez transferred the servicing my account from XXXX to its own Shellpoint. On XXXX XXXX, XXXX, Shellpoint charged my account {$0.00} and titled it " Default Related Cost Assess ''. I have never authorized this fee or defaulted. On XXXX XXXX, XXXX, Shellpoint charged my account {$360.00} and titled it " XXXX XXXX XXXX XXXX ''. I did not authorize this fee. NewRez via XXXX has had my account for approximately three years and at no time was I asked for proof of insurance. I was told by Shellpoint that they sent me two letters asking me for proof of insurance, which I did not receive. I asked if their letters were sent certified mail and I was told " no ''. I told XXXX XXXX, Shellpoint 's customer representative, that I have insurance and that they never asked me for proof. I told her that I do not know if it is a requirement that I have it or provide it. She said that the fee will be collected from my monthly payments. If my monthly payment is used to pay Shellpoint back, my payment will not be complete and it will change my entire Amortization Schedule. My loan is modified and if I miss a payment, the entire modification can be voided. She also said that they will not remove the fee and will continue to charge my account. I asked for the date the policy was issued and she said XX/XX/XXXX and said is with XXXX and that the policy number is XXXX. Shellpoint was just sued through its owner, XXXX XXXX XXXX. in a class action lawsuit [ XXXX XXXX XXXX XXXX XXXX XXXX XXXX Shellpoint Mortgage Servicing, Case No. XXXX, in the XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX for forcing hazard insurance and taking kickbacks. The case closed in XXXX but the court still has jurisdiction over it. I plan on writing the court. Shellpoint told me that my contract required it but did not show me proof. Since Shellpoint is New Rez, why are they claiming not to have the information? New Rez didn't ask me for it when they serviced my loan. I believe Shellpoint is getting kickbacks from XXXX XXXX. It never told sent me a letter asking me for proof of my hazard insurance. And now it claims that because I did not respond to the letters, that they forced the insurance onto me. My insurance remains with XXXX XXXX.
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| 11/17/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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My wife and I applied for a XXXX XXXX XXXX with New Rez on or around XX/XX/2022. We promptly submitted all documents and paid the appraisal and credit score fee. After multiple delays and the need to restructure the loan several times on New Rez 's end we were offered a closing amount of approx {$37000.00} to get the loan approved with our debt to income ratio. This was about {$60000.00} LESS than what we were initially approved for.
We accepted the amount and were cleared to close by New Rez. The morning of closing, the notary did not show up. Neither our processor or anyone involved at New Rez answered our calls. We had made schedule adjustments with work to accommodate the closing.
The loan officer at New Rez ( XXXX XXXX ) called me and explained that the loan was denied at the last minute due to our debt to income being to high, the loan amount, and the fact that our investment property against which the loan was secured was paid off.
New Rez has fraudulently claimed that our debt to income is too high after we received the clear to close from processor F. D__z on a recorded line and it was reviewed multiple times by underwriting.
This is unacceptable especially given the long history of on-time payments we've maintained with New Rez. I read this as discriminatory against clients who do not offer the most lucrative payoffs New Rez desires.
New Rez has determined that it is not profitable to lend us a mere {$40000.00} for the following reasons : We have paid off the investment property against which the refinance is to be secured in less than a year We are being offered a lower loan amount due to our DTI which will not offer much of a return in interest We have made significant headway in our primary mortgage which is also with New Rez.
This low loan of XXXX ties up funds in your available capital pipeline Therefore New Rez has determined it is not profitable to lend us a mere XXXX which can be quickly paid off.
All this while greedily taking appraisal and credit score fees during these difficult economic times and not even having the courtesy to notify us that -- contrary to what we were told -- the closing was not going to happen.
This is another example of a big company taking advantage of consumers.
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| 04/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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To : CFPB We feel that the mortgage company Newrez has not acted in good faith and purposely been taking extra Escrow funds. They continue to not acknowledge or properly add my name to my deceased father 's mortgage. He died in XXXX. However, they still have his name on the account even though the house is completely and legally in my name with the county. It says " Est of ( and his name ) '' The difficulty is that we've purchased the home insurance coverage which is under my name as the owner. However, when it comes to pairing the insurance and mortgage they fail to acknowledge the difference and next purchased they're own lender-placed insurance coverage for the property.
Once we realized this back in XX/XX/XXXX, we contacted Newrez and informed that of the insurance information with XXXX XXXX XXXX. In fact, we had the XXXX XXXX representative talk to the Newrez Insurance Division, but later on we realize that they were still charging for the lender-placed insurance even after we informed them about XXXX XXXX and the fact that we no longer wanted insurance included in the Escrow because we just paid the insurance directly ourselves. Now in XX/XX/XXXX, we realize that they are still paying themselves the lender-placed insurance so we tried to complain several times but no one would correct the issue. Therefore, we just decided to pay the home off entirely instead of continuing to let them get the interest and fake insurance coverage.
We submitted 3 payment to pay off the principal and close the loan. They accepted the first two payment totaling {$31000.00}, but when we sent the payment of {$40000.00} they originally accepted it, but a few days they returned the $ XXXX back to our bank and disabled the feature to pay online.
We called to express our frustration but they would never let us speak with a manager despite several calls and leaving messages. We also submitted five formal written complaints on their website with no response.
I am writing for your assistance and to inform other current and potential future customers of their dirty practices to steal and keep your money.
We appreciate any assistance and support that CFPB can provide. The company Newrez can be found at newrez.com or XXXX. Thank you.
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| 07/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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ShellPoint XXXX XXXX Estate of XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX This short sale has been on-going since XX/XX/16 when it was with XXXX. It was service released to Shellpoint on XX/XX/16. Since then ShellPoint has been an absolute nightmare to work with. The list below has not only been ongoing with this short sale, but has also again happened on our most recent phone call with them YES this ALL happened in one phone call with them. The point of contacting ShellPoint was to get HUD approval to be able to close on Friday. We sent ALL the docs they need to review prior to closing on Monday WELL WITHIN TIMEFRAMES NEEDED FOR REVIEW. Today we were told that EVERYONE ASSIGNED TO THE FILE WENT ON VACATION INLCUDING THEIR MANAGEMENT!!!!! Clearly there is no oversight or supervision at this company. ShellPoint did each of the items below just on THIS call alone : 1 ) No SPOC 2 ) Lack of enough staff -- we have been told that they dont have enough people there by our negotiator, management, and front end staff 3 ) No designation of fill in employees when management and staff all go on vacation at the same time 4 ) Condescending attitude when asked why there is no one assigned to a file scheduled to close 5 ) Shellpoint ( or whatever their name is this week ) does n't take loss mitigation, XXXX, or FDCPA seriously and believes that it is a joke 6 ) No one returns calls. Their messages say calls will be returned in 24 hours but i have never had anyone call me back 7 ) We have to throw a fit to get them to do anything at all especially if they have to find the appropriate person to take care of the issue 8 ) ShellPoint doesnt care about deadlines or making sure a short sale closes on time. They have no sense of urgency or obligation to their investor or borrower. They will be the first to blame this on the borrower and then just cancel the file out of spite. ****We have closed over XXXX short sales and ShellPoint does all of these things on EVERY file we have ever had with them. No doubt by now they have accumulated enough complaints to be fined hundreds of millions of dollars likely even into the billions at this point. When is the CFPB going to fine them like they fined XXXX for their illegal and unethical behaviors?
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| 10/29/2020 |
Yes |
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- Trouble during payment process
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Web |
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on XX/XX/XXXX of XXXX Shell point mortgage servicing deducted {$2000.00} from my escrow account to pay XXXX XXXX XXXX XXXX XXXX '' 3 days later on XX/XX/XXXX XXXX deduction was made in the amount of {$1900.00} also label XXXX XXXX XXXX XXXX XXXX '' on XX/XX/XXXX a refund was issued to the same escrow account in the amount of {$2000.00} and was labeled " tax refund no report '' The first time this mistake happened it went unnoticed, I did not realize it happened but then again on XX/XX/XXXX there was a payment of {$2000.00} labeled XXXX XXXX XXXX XXXX XXXX '' and 2 days later on XX/XX/XXXX a second payment of {$2100.00} again labeled XXXX XXXX XXXX XXXX XXXX '' it was shortly after the second double payment that it came to my attention that it was happening. so as a new home owner unaware of how everything worked I sent an email to shellpoint mortgage servicing asking why there were 2 tax payments coming out of my account.
on XX/XX/XXXX shell point mortgage servicing send me a certified letter explaining that it has come to their attention that 2 separate tax parcels had been attached to my loan. the 2 tax parcel numbers that they provided are " XXXX '' and " XXXX ''. these tax parcels can be looked up free of charge on the website for XXXXXXXX county Missouri. upon my own investigation of the tax parcels, tax parcel number " XXXX '' is a tax parcel for a property I do not own. the name on this tax parcel according to the county is " XXXX XXXX '' which obviously is not my name nor the name on the property that the mortgage company services.
so to sum all that up, someone somewhere messed up and because of that mess up I was charged a different individuals personal property taxes.
shell point mortgage company sent me the letter on XX/XX/XXXX and since then countless phone calls have made to shell point all of which I made, and to this date almost a year later no refund has been issued. I have called and called and waited and been patient and they refuse to issue a refund for their mistake. after I brought the mistake to their attention they removed the second tax parcel from my account and lowered my monthly payment immediately, but they have yet to issue a refund the second tax payment that was charged to me.
|
| 02/21/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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LOAN ID : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX THIS LETTER IS TO SUMMARIZE WHY YOU RECEIVED OUR PAYMENT LATE. I HAD MAILED OUT THE PAYMENT ON XX/XX/XXXX. WHEN MY WIFE WENT TO RECONCILE OUR ACCOUNT SHE REALIZED THAT THE MORTGAGE MONEY WAS STILL IN OUR ACCOUNT. THAT IS WHEN SHE CALLED TO SEE IF SHELLPOINT HAD RECEIVED THE PAYMENT. THIS WAS ON THE XXXX OF XXXX. SHE CALLED THE BANK TO SEE IF THEY HAD ANY RECORD OF THE CHECK BEING CASHED. THEY DID NOT. SHE RECEIVED OUR MAIL AND SAW THAT THE CHECK HAD COME BACK IN THE MAIL DUE TO MY ERROR I FORGOT TO PUT THE CORRECT POSTAGE ON IT. SO SHE CALLED XXXX IMMEDIATELY AND MADE THE PAYMENT OVER THE PHONE. THEY INFORMED HER THAT THEY HAD TRIED CALLING TO LET US KNOW THAT THE PAYMENT HAD NOT BEEN RECEIVED. SHE ASKED WHAT NUMBER THEY HAD ON FILE AND THEY TOLD HER XXXX. SHE KNEW THAT YOU HAD THE WRONG NUMBER BECAUSE SHE HAD CHANGED IT WITH SHELLPOINT 6 MONTHS AGO. SO HAD SHELLPOINT CORRECTLY CHANGED THE NUMBER WE WOULD HAVE BEEN INFORMED BY THE XXXX THAT THE PAYMENT HAD NOT BEEN RECEIVED AND THIS WOULD HAVE BEEN HANDLED WITHOUT IT BEING REPORTED AS A 30 DAY LATE TO THE CREDIT BUREAU.
SO IN FACT IT IS AN ERROR ON YOUR PART THAT ONE OF YOUR EMPLOYEES HAD NOT TAKEN THAT CORRECT MEASURES TO CHANGE OUR INFORMATION ON OUR ACCOUNT. IT IS BECAUSE OF THIS THAT I AM ASKING YOU TO PLEASE REACH OUT TO THE CREDIT BUREAU AND REVERSE THE LATE REPORTING. WE WOULD NEVER HAVE LET THIS GET PAID A MONTH LATE.
On top of all of this we received a letter from the Dept of Taxation and finance on Saturday XX/XX/XXXX that part of our property tax has not been paid since XXXX and they put a 90 day lien on our house. This was supposed to be paid by Shellpoint. Also in XXXX, XXXX and XX/XX/XXXXthey did not pay our homeowners insurance causing us to pay it ourselves when they were going to cancel it. Then in 2016 the issue we thought was resolved with Shellpoint and they lapsed our insurance once again causing us to not be able to get homeowners insurance with XXXX again a company I have been with since XXXX. We then bundled our insurance with XXXX, and they did not pay that as well. The only insurance company that would insure us was XXXX XXXX PLEASE HELP US TO KEEP OUR CREDIT IN GOOD STANDING.
|
| 11/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I received a letter dated XX/XX/XXXX from my previous mortgage servicer, XXXX XXXX XXXX XXXX, stating that the servicing of my loan was being transferred to Shellpoint Mortgage Servicing effective with my XX/XX/XXXX payment. The letter stated that Shellpoint " will be responsible for such things as paying your property taxes. '' I never received a welcome email, phone call, or letter from Shellpoint. On XX/XX/XXXX, I called Shellpoint inquiring about how to pay my mortgage payment due XX/XX/XXXX. I was told that my mortgage was just entered into Shellpoint 's system that day ( even though I was notified about the mortgage being transferred to Shellpoint a month earlier ) and all the information about my mortgage was not yet available in the system. I called Shellpoint a week later, on XX/XX/XXXX, to confirm that Shellpoint was paying or had paid my quarterly property tax, due XX/XX/XXXX. I was told that they were not paying the property tax, and I had to email them a copy of my property tax bill, which I did on XX/XX/XXXX. I received confirmation of receipt of my email and property tax bill on XX/XX/XXXX ; the email stated " Your documents have been received and forwarded for processing. '' I called Shellpoint again on XX/XX/XXXX to confirm that my property tax bill was being paid, as it was now a week overdue. I was told the tax bill was with a 3rd party to be paid and any late payment penalties would be charged to that 3rd party. The customer service representative could not give me a timeframe as to when the property tax bill would be paid, and advised me to keep calling back to check on it. I called Shellpoint yet again, a week later, on XX/XX/XXXX, and was told the same thing - that the tax bill was with a 3rd party to be paid, they could not give me a timeframe as to when the property tax bill would be paid, and advised me to keep calling back to check on it. This is absolutely unacceptable and certainly not how I run my household, nor would I run a business like this. If a bill is overdue, it should be paid ASAP. My property tax bill is now 15 days overdue, and I am requesting that it be paid by Shellpoint, using the funds in my escrow account, ASAP. I am very unimpressed with Shellpoint Mortgage Servicing.
|
| 12/03/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
I applied for a loan modification with Shellpoint Mortgage Co. ( my current mortgage company ). I have been trying to get this loan modification settled for the past 1 1/2 yrs. They kept telling me to send various information & I complied each time. The last time I faxed all my documentation ( on or about XXXX XXXX, XXXX ) and when I did n't hear from Shellpoint Mtg Co, I called them ( on or about XXXX XXXX, XXXX ). I talked with XXXX in the loss mitigation department and he said the process is complete. They made their decision. They denied my loan modification because I was upside down. I owed more than my house was worth. The only option I had was to get current ( {$67000.00} ), Short Sale or Deed in Lieu. He explained all XXXX processes. I was never notified by mail that my loan modification was denied. First letter stated they were looking into other options for my loan, then I received a 2nd letter ( XXXX/XXXX/XXXX ) stated how much I owe to become current & on the back of the letter it indicated I was denied for the loan modification & that I was n't eligible for the Trial Period Plans listed in the letter. I have been switched to several different mortgage company during the 20yrs living in the property. I had a hardship & filed a Chapter XXXX Bankruptcy to pay my mortgage payments, along with the past due payments. I was with XXXX XXXX XXXX at the time I filed bankruptcy. XXXX XXXX, Chapter XXXX Trustee was making payments to XXXX XXXX XXXX. I also tried a loan modification with that company and did n't get anywhere, then they transferred by loan to another mortgage company, then I was transferred once again to Shellpoint Mortgage Company ( who I am with now - and they denied my loan modification ). They never checked the previous mortgage company to see where I was making my mortgage payments to. Shellpoint indicates that my payment was due on XXXX. How can I live in a home for 4 years WITHOUT making a payment. Today ( XXXX/XXXX/XXXX ) I am requesting an appeal, and provide them with Bankruptcy History Payments to XXXX XXXX XXXX so they can reconsider my loan modification, take off ALL those attorney fees, late fees and other fees they have listed because they ASSUMED I had not made a payment since XXXX.
|
| 08/21/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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|
Web |
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I have been working on a short sale since the end of XXXX with the XXXX mortgage company. There is a XXXX mortgage on the property, which the borrowers swore they did n't have. Spent 6 weeks trying to find out who held the XXXX mortgage, only to be told that no one was claiming it. XXXX bank said they showed it as closed, when asked to get a Satisfaction filed, I was told no. Finally, after running the borrowers credit report, I found the XXXX mortgage company on XXXX XXXX, 2015. On the same day, I contacted the mortgage company and faxed everything they needed to them to approve a short payoff of the XXXX mortgage. On XXXX XXXX, additional docs were requested by the XXXX mortgage and were faxed right away. They then told me that the loan was being transferred in 5 days to a new mortgage company, but they would forward everything to them and we should have approval right away. I contacted the new mortgage company, explained that all we were waiting on was the XXXX mortgage approval, so the XXXX mortgage could complete their review. On XXXX XXXX, I called to check the status and was told that the previous mortgage company had not forwarded documents as promised. I faxed everything to them that same day. I have consistently called to check the status and get no phone calls back from them. I stayed in contact with the XXXX mortgage company throughout, but as of today, we received a fax from them denying the short sale as the documentation needed from the XXXX mortgage company had not been received. I called the XXXX mortgage company and verified with them, that now we would have to start all over with them, while still waiting on the XXXX mortgage to approve. XXXX foreclosure sale date has already been cancelled, and I 'm worried that they will schedule another date soon and we wo n't be allowed to get this short sale completed because the XXXX mortgage company is dragging their feet. Do they not realize they will get nothing if it goes to foreclosure? What is wrong with these banks? They are a XXXX mortgage and still require all of the documentation that has been sent to the XXXX mortgage company. They should just be concerned with the amount they receive and either accept what 's offered or they could counteroffer.
|
| 12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American |
|
In XXXX, my loan was transferred from NewRez to Shellpoint. I was not aware that my loan had been transferred until I attempted to make a payment and obtain an insurance check that I had forwarded to New Rez from XXXX in XXXX. The insurance check was from an insurance claim resulting in New Rez sending XXXX XXXX XXXX to my home, as a part of their property preservation team, and they destroyed my home and stole items from my home in XX/XX/2023. Once the loan was transferred to XXXX XXXX, I continued to make my payments for the months of XXXX and XXXX but often was denied on the first tries and told that it was a legal issue pending and they could not discuss the legal issue with me, but later would agree to take the payments after speaking to one of their supervisors. When I called in to make my XXXX payment, I was told the same thing but this time, I was told that the loan was in the final modification stages and not to make a payment because it may affect the payment arrangements of the modification. I contacted the loss mitigation department but did not receive a return phone call. In XXXX, I looked online and saw there were two reported correspondences that I never received via email. The two correspondences had the terms of the modification that I never received. I was told that once the modification was finalized, Shellpoint would arrange for a notary. When I called on XX/XX/XXXX to inform them that I wanted to follow through with the modification but had not received the documents by postal services, no one returned my phone call. As a result, I called again on XX/XX/2023 and was questioned as to whether or not I was an attorney or did I have attorney, I informed them that I was not an attorney and that I had not obtained an attorney. The representative assigned to me, XXXX XXXX, informed me that he would have it all straighten out and would call me on XX/XX/2023 ( today ). Prior to this, I received a phone call from an attorney form NewRez on XX/XX/2023 regarding my insurance payments but have not spoken to her, at this time. My concern is that I am been in conflict with both companies since XXXX, when the incident occurred with XXXX, without any resolution, and concerned that I may be victimized again.
|
| 02/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
The most immediate issue here is a FCRA violation by the current servicer, NewRez LLC dba Shellpoint Mortgage Servicing, by illegally reporting to two CRA 's - XXXX and XXXX - that my account is in arrears. The illegality here is due to the fact that I have not made any payment to Shellpoint EVER, and the last payment to the prior servicer ( s ) was XX/XX/XXXX to XXXX XXXX XXXX , XXXX . The last date that this account could be legally reported would have been XX/XX/XXXX.
This is also the SECOND time this has happened. They did the same thing in XXXX.
The way they attempt to skirt the time limitation is to falsely claim that I entered into a modification agreement and made payments to them in XXXX and that my payments are " as agreed ''. This wrongly gives them the ability to publish a 120+ day delinquency on the account which seriously reduces my credit rating.
I have written to the CRAs and, in fact, issued complaints against them here. I also faxed a letter to Shellpoint in my name, and my attorney contacted XXXX XXXX of XXXX XXXX in XXXX, NY, the attorney for Shellpoint/XXXX XXXX ( current purported owner of the Note and Mortgage ). So far, they have not responded to the CRA or to me, nor has Ms. XXXX responded to my attorney, XXXX XXXX, XXXX.
This case began with a foreclosure filed on XX/XX/XXXX, which is still ongoing. We have won several recent motions, one of which required Shellpoint 's attorney to pay {$600.00} in costs to us and the other recent granted motion was to vacate their " Note of Issue '' and Certificate of Readiness for trial. This is a costly one for them to lose since they now must provide meaningful discovery and then pay again the filing fee for a Note of Issue. I believe an argument can be made that the conduct is not only repetitive but retaliatory.
The initial case was brought by XXXX XXXX XXXX , XXXX and was based, I believe, on a scam similar to ones cited in your File No. 2015-CFPB-0019 consent order against this company ( which is now essentially out of business due to your efforts ). They had received my mortgage from XXXX which had serviced the account and with which I never missed a payment ( as I did not with XXXX until they involved me in their escrow scam ).
|
| 09/13/2016 |
Yes |
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- Taking/threatening an illegal action
- Seized/Attempted to seize property
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|
Web |
Older American |
|
Our alleged servicer/collector either purchased or had a debt transferred to them from XXXX XXXX XXXX XXXX on or about XXXX. Shell point Servicing has represented themselves as holders of the debt even after me the homeowner requested the proper validation of the alleged debt 2 times in XXXX and 2 times in XXXX without producing any present right to the debt or right of possession. They have also added approx {$10000.00} each month after the first request of the debt validation in XXXX to intimidate and harass us. Shell point refuses to sign for the registered receipts and refuses to show any valid contract as to the amounts being added. Furthermore they filed a notice of trustee sale on XXXX XXXX asking for an amount of debt that is {$300000.00} beyond the amount stated on the deed of trust and secured, hence violating the FDCPA through their attempt to collect a debt through deceptive and wrongful actions. Lastly, they have reported private information and employed another third party to attempt the illegal disposition of the real property at XXXX, XXXX, ca XXXX in contradiction of the homeowner notifying them through a " cfpb '' disclosure that they were not allowed to disclose any information. This company and its holding company New Penn Financial have brought a new level of fraudulent activity into the market place in order to be unjustly enriched through their violations of law, Federal and State. This is a request for an investigation of this fraudulent company and their illegal actions against XXXX homeowners that are now XXXX years old and are in constant harassment and intimidation by this company and their newly appointed " trustee '' and illegal collector of the debt employing and using Unfair, deceptive, and abusive Business practices which can be observed in their filing of Notice of Trustee which has never been verified and is in noncompliance due to violations of the law. The homeowner has identified over XXXX violations just on the Notice of trustee and the fact that this Notice of Trustee was filed without a proper Notice of Default being recorded. In addition this company has employed false documents and has recorded them with the county recorders office to show a false interest in the debt.
|
| 05/05/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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There are a few accounts on my credit report that I've been having issues with, I've already tried disputing the information through the XXXX credit bureaus with no responses ; as well as the creditors directly, also with no responses! This is not following the law, they are required to respond to me and since the information is false and invalid anyways, I want it investigated thoroughly. The first time I disputed with the credit bureaus was on XXXX XXXX XXXX then I followed up on XX/XX/XXXX. At that point, I sent a XXXX dispute to the bureaus on XX/XX/XXXX but this also included a dispute to the creditors. No one has responded to me, no one has provided " proof '' of these late payments.
With Shellpoint Mortgage, this is an alternate mortgage company. My mortgage company originated elsewhere and I was given a forbearance due to XXXX, but apparently when the mortgage sold to Shellpoint, they didn't follow suit and put it in forbearance and started reporting late payments. I caught it too late but they refuse to correct the issue and say it's not in the notes and they won't do anything. This is not valid and the late payments are not valid either!
For the XXXX XXXX XXXX XXXX XXXX account, there are XXXX late payments reporting, neither were valid either! XXXX of them, they admitted to their system being down due to XXXX and the autopay wasn't processing as it should've been. I was told it would be corrected and removed but it never has been. The other late payment was during the time of everything shutting down and the payment I submitted didn't get processed on the creditors end in time, then reporting me late. This is not my fault that it was late, they received it on time. I even have since opened XXXX new accounts with this company ; I believe this shows my loyalty to them as a customer and I want to continue to do business with them, but I would like to be treated fairly as well and have this rectified.
For XXXX XXXX XXXX XXXX, I do not recall being late on this, I have requested documented proof of this but they've never provided it. If I was truly late I will accept it, but the records I keep do not reflect this, so if there is documented proof I was, then I want the company to provide this to me!
|
| 06/18/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
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|
Web |
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I entered into a consumer credit transaction on XX/XX/2018, with XXXX XXXX XXXX. They have assigned the servicing of my loan to NewRez Mortgage LLC dba Shellpoint Mortgage Servicing and my personal information. When I entered into this consumer credit transaction with XXXX XXXX I gave them permission to have my personal information and ONLY them, NO ONE ELSE. This goes against my right to privacy as a consumer under Federal Law 15 USC 1692 Fair Debt Collection Practices Act. Because of this, NewRez is sending me statements in the mails and attempting to collect a debt when In fact, I have never completed an application or have any contract that permits them to collect any payment from me. The Fair Debt Collection Practices Act is made to protect consumer 's, like myself, against debt collectors, like NewRez. NewRez is committing a host of violations against me. NewRez is letting everyone know in my neighborhood that I have an alleged debt by sending mail that has a logo and symbol in the contents of their communication indicating they are in the debt collection business. This is ruining my reputation as a consumer and an infringement upon my right to privacy. Pursuant to 15 USC 1692b ( 5 ) no logo or symbol should be on any contents of communication through the mail that illustrates that they are a debt collector or in the debt collection business. In NewRez mail they are collecting and sharing my personal information, going against my right to privacy. NewRez stated that " I owed a debt '' and Pursuant to 15 USC 1692b ( 2 ) no debt collector shall state that a consumer owes any debt. In the contents of NewRez mail, they are using harassment informing me that if I dont fulfill my credit obligations they will report it to a credit reporting agency which will ruin my reputation. No debt collector shall harass in the connection of any debt according to 15 USC 1692d ( 1 ). As a Federally Protected consumer, I have exercised my rights responding to this alleged debt by sending an Affidavit of Truth and Cease of Desist certified mail with return receipt but they have disregarded my Cease and Desist letter by still sending me statements to collect an alleged debt other than a specified remedy for them violating me.
|
| 04/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
We are trying to work with the lender on a short sale after the bank refused to modify. we disputed the value of the property due to them not accepting an offer for less than the full amount. The assigned processor XXXX XXXX has been non-communicative throughout the process, not returning phone calls or emails, regarding the process moving forward. Once the new value was determined, we never received a counter offer or communication on the next steps. My real estate consultant sought out a buyer with a higher offer and obtained one 6 days before the scheduled sale date, on ThursdayXX/XX/XXXX. The offer was emailed in on XX/XX/XXXX. On XX/XX/XXXX, Monday ; No communication with the assigned processor, XXXX XXXX had transpired and the trustee sale is scheduled for XX/XX/XXXX. Notes were placed in the system by her, requesting a revised closing statement and additional documents needed in order to request postponement. This was communicated to my real estate consultant through XXXX XXXX. These documents were submitted to the servicer within the hour, to the loss mitigation email. My RE consultant called XXXX XXXX back and he ask that the documents be emailed directly to his supervisor, XXXX XXXX He said he would check first thing Tuesday morning to see that the docs are reviewed. She received confirmation that they went through at around XXXX Monday night.
Tuesday morning, XX/XX/XXXX, my RE consultant, XXXX XXXX, spoke with XXXX XXXX regarding the need for a revised closing statement. She told XXXX XXXX that the requested document had been emailed anf faxed to 2 separate fax numbers. She asked if XXXX would fax to her direct fax number. XXXX XXXX XXXX complied and called XXXX XXXX back to confirm. The customer service rep could not put XXXX XXXX in contact with XXXX XXXX or XXXX XXXX, and told her there is a note in the system that the sale could note be postponed without Management approval.
There has been little or no communication from the short sale department throughout the process of this short sale. There is no cooperation happening regarding assistance or even communication on this file. A family is being foreclosed upon needlessly as we have an offer at the servicers full valuation of the property.
|
| 03/19/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
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Web |
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|
Shellpoint mortgage was the 3rd services assigned to my note. The debt was apparently bought by six different Bank or mortgage companies just since XXXX, I've lived in my home for 20 years now.
Advertisements Any way in XXXX my loan serviced by XXXX assigned by both XXXX XXXX XXXX and XXXX XXXX XXXX XXXX and XXXX however never filed a record of deed in my district courts of XXXX County in XXXX Record of deeds office. During that. Statement had recv a loan modification which extended my payment years bringing my 25 year note to a 32 yr note which within the first five years flattened out at a ride in interest fee to a whopping XXXX per cent and apparently added over XXXX to the balance of my debt.
Not one company this note was service by was ever opened with a positive escrow like it should of but shellpoint leveled the playing field dirtier than any of them in the past..they sent me directly to foreclosure stating they had full control over account as of XX/XX/XXXX and sent me a notice to accelerate foreclosure proceeding as of XX/XX/XXXX EVEN THOUGH I HAD SENT THEM AND THE CS OF PRIOR SERVICER HAD SENT THEM OK ACCOUNT IN GOOD STANDING AND CURRENT DUE TO A MODIFICATION THEY JUST FINALIZED IN XX/XX/XXXX DIRECTLY THEN FLIPPING MY MORTGAGE TO US BANK ON XXXX XXXX XX/XX/XXXX.
WELL THEY HAD FINALLY GOT A JUDGE TO SIGN THE MOTION TO DISCLOSE AFTER A BOTCHED BANKRUPTCY WAS DISMISSED NOT ONCE BUT TWICE.YET MY ATTY THE JUDGE AND THEMSELVES WERE PERFECTLY AWARE THAT THEY WERE CONTACTING ME THROUGHOUT THE BANKRUPTCY YET NO ONE ACKNOWLEDGED THAT AS ILLEGAL NOT EVEN MY BOGUS ATTY XXXX XXXX XXXX AND HER INCOMPETENT XXXX PARALEGAL STAFF.
*******WHAT DID I DO.. I TURNED TO XXXX CONSUMER AND BLASTED SHELLPOINT FOR THE *** ID NOT ONLY GONE THROUGH SPECIFICALLY WITH THEM OVER TWO YEARS, HOWEVER THE WHOLE 18 YEAR PERIOD ID CONSTANTLY BEEN THREATENED OR HAD MONEY TAKEN TO PAY MONTHS ID ALREADY SUBMITTED PAYMENTS FOR. XXXX WELL IN XXXX GOTTEN EN ANIMAL FROM A AMAZING WOMEN/Paralegal to XXXX XXXX who is CURRENTLY GATHERING EVIDENCE AND HAS WRITTEN THE INITIAL FILING TO A CLASS ACTION LAWSUIT AGAINST CHECKPOINT LOAN SERVERS PLEASE GO ONTO THEWebsiteE AND FILL OUT YOUR ONLINE SUBmission http : /Gucovschi-law.com/mortgages
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| 08/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/2018 I called shellpoint to let them know that my husband was gon na be out work for 3 weeks and without pay. The guy I talked to said that was fine all I had to do was to spread out the month of XXXX over a 6 month period and my payments were XXXX at that time. So my payments would go up to XXXX a month starting at the beginning of XXXX. I said that would work. He referred me to someone to set that up. I called and left messages and no calls for several days. When I got the call it was after the XXXX and now Im 2 months behind. So to get my payments below XXXX. I had to pay XXXX. So I did. Now, she was suppose to call me the next day and did not. So when I received a letter in the mail showing my new payment of XXXX a month it was after the date of getting it done. So I went online to set up a 2 month payment in XXXX. Then, something told me to call so I did. When I called the lady I talked to told me it was all set up and all I had to pay was the XXXX. I was relieved. So I set the payment up for XX/XX/XXXX. I thought everything was fine. Then I get a call on XX/XX/XXXX saying they r attempting to collect a dept. I call her back the next day and she tells me they didnt receive the payment. Now it has been 3 weeks since the payment was suppose to come out. I have a confirmation number and a 2 letters confirming all of this. She said that it didnt matter and now to get my loan current I have to pay XXXX. Excuse me??!! Then she says if I can make 2 payments adding up to XXXX that would work and then for 6 months my payment would be XXXX and if I pay the fee of XXXX for someone that drove by to take a picture to prove I am still living here it would bing my payment down to XXXX. I tell her I can only pay XXXX. She says ok. Now my payments are gon na be XXXX a month. This is not right or fair. I called for help in time and now 3 months later my 6 month payment has gone fromXXXX to XXXX. There is something wrong with this picture??!! I believe they r giving me the run around to get more money out of me or something. I have received certified letter saying I have 45 days to comply as of today XX/XX/XXXX. What am I suppose to do. I dont want to lose my home we have been here for 23 years. Help me please.
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| 08/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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pripr complaint filed with CFPB on XX/XX/XXXX and New Rez responded on XX/XX/XXXX, CFPB # XXXX, copies of documents to be attached.
NewRez increased my mortgage payment in XX/XX/XXXX by almost {$500.00} due to a computer error on their part where my tax bill was doubled. I paid the bill the first time then called to find out why my payment jumped so much. I was told the computer erroneously doubled my tax bill and a request to fix it was made by Customer Service. i received new escrow analysis and it wasn't fixed so I called again at the end of XX/XX/XXXX. Customer service told me to call back in a week or so to see if it was fixed as she sent another very specific request to correct it. I called back In XX/XX/XXXX, the correction still hadnt been. New Rez 's agent told me to just pay my normal payment, less the incorrect extra escrow of almost {$500.00}, as she also sent in a request and it should be fine. New Rez received the money but did not apply it to my payment and just held it because i didn't pay the extra {$500.00}, which was an admitted mistake on their part. i did pay an extra $ XXXX+ in XXXX even though i was told the escrow problem had been fixed but the computer would not accept the change until the following month ( again ... their mistake and computer issue, not mine ). I complained and they sayed they would not send derogator info to my credit bureau reports in the XX/XX/XXXX letter and showed that they hadn't. this loan was then paid off in full at the end of XXXX XXXX amazingly, now, which is 2 months after their letter and 1/1/2 months after this loan was paid off prior to the next payment being due, my credit reports are just now showing derogatory statement from New Rez that I paid my payment 30 days late. i DID NOT pay my payment 30 days late, they held my payment. they expected me to keep paying {$500.00} extra per month due to their computer error doubling my tax bill even though they admitted they made a mistake This is not fair and fraudulent practices. I believe they are only now reporting this info as a punishment to me for filing a complaint against them with CFPB. I want this derogatory information removed immediately as this is impacting me refinancing at a cheaper rate.
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| 11/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Tried to work with a point of contact XXXX XXXX. They would not call back to clarify the documents I was sending that they kept emailing they were wrong. I kept calling and emailing for clarification, kept getting the same answer. Spoke with another rep that was available and they confirmed my documents and clarified one that was misunderstood. I received an email from the point of contact that told me I was not to speak to anyone other than her. She then sent an electronic communication that i was denied because i had not submitted the documents timely.. I called and spoke to a " supervisor '' that promised a call back within 2 days, would not provide their name or number for me to contact if needed. Did not receive a call back and a few days received letter indicating we were denied for to our income ( I don't think that was true ).
Began XXXX XXXXXXXX filing, then decided to try to contact shellpoint mortgage again in XX/XX/XXXX. Eventually found a new point of contact had been added to the online portal. Called and left message for them. We spoke and they had not received the final dismissal of the bankruptcy from the court, but as soon as they did they would call back. I did not hear back.
About XXXX weeks ago, received a call from their collection team. I explained that I had a long of contact and they looked up and found that I had one and that things were " on hold '' for mortgage assistance review. They took our income and expense info over the phone and said they I did not need to call the point of contact they would be calling me. I was giving it until XX/XX/XXXX. I received a collection call today that said there is now a foreclosure date in XX/XX/XXXX. I explained the last instructions I'd been given by them over the phone, that I hadn't heard from the point of contact. They said that the same point of contact was on there and I should hear from them on XXXX between XXXX EST I'm submitting this complaint, as I have experienced lack of communication to my requests, promises to be contacted with no follow up and miscommunication regarding loan status, documentation needs and was treated badly by the last point of contact when I was trying to provide them with the info accurately and timely.
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| 09/27/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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Dear Shellpoint Mortgage Company, C/O XXXX XXXX I have received the loan modification agreement from Shellpoint and it does not reflect the terms you laid out in the XXXX XXXX, XXXX letter you sent me stating : " Note that the total new principal balance under the modification is projected to be {$160000.00}, and {$49000.00} of that balance would be deferred. The deferred balance is non-interest bearing, and you would not make payments on the deferred balance : however, the deferred balance will become due and payable in full once the loan matures. '' The offer I received is for paying on the full balance of {$160000.00}, with no deferred balance. When I called customer service, I was told the offer is what it is and there is no other option, without anyone picking up the phone to talk to you or any other supervisor. I thought we had worked out our differences with the lack of attention paid to my account and the multiple errors being made on account of Shellpoint Mortgage Services.
In addition, your XXXX XXXX, XXXX letter requested that I set up a meeting time and date by emailing you at XXXX. I did this as you requested and as of XXXX XXXX, XXXX I have yet to have a representative from Shellpoint Mortgage Service call me to discuss the concerns I communicated to you about the " batch errors '' on my account. In addition, in the same letter you mention " posted to your loan in error '', refunded to you in error '' and made at the request of a Shellpoint employee, in error. '' It seems to me that there are a lot of errors happening and little to rectify the situation.
I also mention duplicate PMI payments which you wrote off as " disbursements for XXXX XXXX and XXXX XXXX were skipped. '' Another error perhaps? Or how about if you look back at the data you will see the skipped payments you mentioned actually were made on XXXX/XXXX/XXXX for XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX for XXXX/XXXX/XXXX.
I have worked hard on getting Shellpoint to take responsibility for the " errors '' which have altered my account. I honestly believed we came to an agreement with you last letter and am disappointed that I now have to continue to fight with you to get the agreement you sent me in writing on XXXX XXXX, XXXX.
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| 05/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Please see previous complaint regarding this issue The company blatantly lied in their response with incorrect information about the situation Previous Complaint number is XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage A copy of the companies web site which a form was submitted for the favor on credit was submitted This also being filed with the office of the comp controller I resent your sarcastic tone and the lies written in your response.
I despise passive aggressive behavior and liars.
But thank you Because now I have written proof to file a complaint with the comp controller You may think its no big deal lying and throwing the blame back on the customer all with a immature child passive aggressive attitude.
Not sure whom wrote the response but they should not represent your company.
This is no way is how a professional company should respond to anyone Ever!
1. Never did I ever say the tax shortage was not shell points fault You have a open escrow account for my mortgage It is your responsibility and fault if taxes and or insurance does not get paid in a timely matter.
2. I have proof I am providing that I most certainly did send the proof of of the tax shortage immediately after I called and spoke to the rep and requested the escrow department look into the account Also I hate to be misquoted I said in 2013 way before your company was involved with my mortgage I had a lien from my association for a laughable 50 dollars but to remove was a process not worth repeating!!!!!!!!
I ado said that your very own website says that you can do a one time favor for credit reporting Which a rep told me that you were able and since this was the first request I was more than likely to have that granted I am also providing proof of this Which by the way destroyed my credit and my sons summer semester Because!!!!
I was in the middle of a loan when my score dropped 48 points!
But when the obvious immature spiteful Im guess from the complaint got ahold of my request they denied it.
And the rest is obviously easy to see because how the response was written 3. As stated in your letter with your sarcasm You wanted us to thank you for the lien not being placed And your double talk about the credit reporting.
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| 06/22/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I have had several problems with shellpoint mortgage servicing as you probably hear from consumers on a daily basis since it is the WORST Mortgage company ever for customer service. I have been getting foreclosure letters from Shellpoint and are working with NCHFA ( XXXX housing finance agency ) to get assistance ( medical/decrease in work hardship ) however time is running out and I requested last week ( via shellpoint rep XXXX XXXX ) to know what is my balance and he said that he did not know as they were going to have to order a copy of the Attorneys fees and charges even though my loan has no official " projected foreclosure sale date '' as I was told by this customer service rep. and that it would take 24 hours to fax me a copy of the attorneys fees to my fax machine at my desk ( XXXX XXXX ). Today makes 4 days and the copy of the attorneys fees has not shown up so I called the " only '' number for Shellpoint ( I reached loss mitigation dept. ) and a representative said she was connecting me to the foreclosure dept in XXXX, and some Rude Rep answered the phone, did not say his name, did not identify he was working for shellpoint servicing and said he did understand what I was requesting and asked me to repeat myself, when I repeated myself he said " you know what hold on and hung up the phone on me '' Outrageous customer service!!! I called back to the only number shellpoint has and spoke to one of the reps who keeps trying to get me to speak to another Rep in loss mitigation ( XXXX XXXX ), and I told her I DO NOT want to speak to XXXX XXXX ( this company acts as though XXXX XXXX is the only person working for Shellpoint ) and if I waited for XXXX XXXX to return any of my calls I would be in full foreclosure from waiting. I asked to speak to someone in charge and/or to connect me to the foreclosure dept and the rep just keeps trying to get me to speak to XXXX XXXX, so I ended the call. So in getting the run around from this company, time is running out and it appears that I am being forced into foreclosure sale, which is what I believe this company keeps acting like they want me to do because they keep stalling, please assist me in getting the total cost needed to bring my account current. Thankyou
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| 12/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Dear Shellpoint Mortgage Svc : Please be advised that all debt associated any account which you are servicing was discharged in my Massachusetts Chapter XXXX bankruptcy filed on XX/XX/XXXX. I received my discharge on XX/XX/XXXX. A copy of the discharge is attached. The debt you continue to seek to collect was not reaffirmed.
In fact, the debt you are attempting to collect was the result of a mortgage on property located in XXXX, Massachusetts, being, XXXX XXXX XXXX XXXX XXXX. It is not in reference to the property known as XXXX XXXX XXXX XXXX XXXX which you continue to refer to. Please check your legal description. The property known as XXXX XXXX XXXX XXXX XXXX was foreclosed in XXXX by the condominium association as a senior lien holder. A portion of your lien was paid and the balance was discharged in bankruptcy. YOU DO NOT HAVE A MORTGAGE ON ANY PROPERTY WITH RESPECT TO THIS DEBT. IT IS ENTIRELY UNSECURED AND I DO NOT HAVE ANY PERSONAL LIABILITY ON THE DEFICIENCY ON THIS NOTE.
On XX/XX/XXXX you reported an account with a balance owing of {$350000.00} and as current payment status 120-149 days late and worst payment status as 120- 149 days late. This information is inaccurate as the debt has been discharged in my XXXX Chapter XXXX bankruptcy and I have no further liability. You report this account as opened on XX/XX/XXXX. To date Shellpoint continues to report this account as delinguent 120 days, 7 missed pmts, etc. and continue to increase the amount of liability, i.e. currently {$360000.00}. This reporting violates my rights pursuant to my discharge and has resulted in financial damages. As a result, I AGAIN hereby demand that you remove this account IMMEDIATELY AS WELL AS ALL these remarks and other derogatory ratings from all reports to all three credit bureaus immediately.
Your continued reporting is a violation of my discharge granted pursuant to the bankruptcy laws. I have made numerous calls to your company in an effort to settle this amiably but all to no avail. Your reporting is affecting my credit reports and I am suffering monetary damages as a result. If I do not immediately receive confirmation that this has been corrected, I will pursue your company for damages and attorneys fees.
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| 02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I went on on XX/XX/22 about XXXX to make my mortgage payment for XXXX, as I do every month. Unfortunately I have made my payment at the end of every month for over two years now its just the way it is and how it happened with a Pay schedule change a while ago. I have never been late on any payment on my Mortgage. Credit reporting is extremely important me and I am not late. When I went to try to go on to make the payment the site was down I then tried to call and the phone system was down and I was unable to make any type of payment as the whole system was down. I consistently tried to go on for hours with no luck. I got error messages indicating the system was down and was going to go down, and at XXXX Eastern time it notified me of the errors. I am in California therefore I should have had more than enough time to make my payment timely without getting a 30 day late on my credit. Again I have done this for years with no issues. I immediately emailed new Rez the error I was receiving and the minute I was able to make a payment a payment was made. Unfortunately it was taken out early on XX/XX/22, which made a 30 day late on my credit. I called and advise this was not my fault and it was a system error and they have asked me to email them over what happened along with snapshots I have of the error messages I received and today they have not fixed my credit reporting.
I also have XXXX showing that my account was showing in active and was not allowing me to pay on an active account until the following day the whole system was messed up I have asked them to remove the 30 day late and report my account as current as it was not my fault that the payment was made late. I kindly ask that you request new rest to remove the 30 daily as it was their fault their system was down and I was unaware of the system being down until I try to make my payment again this is not a one time thing that I forgot to make it till the end of the month it is very normal for me to do this unfortunately but it has been consistently done this way for years with new razz with no issues I am now 30 days late on my credit report which dropped my credit score and I am devastated because it was not my fault and I am not late on payments
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| 05/01/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
Older American |
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I have been trying to work with XXXX XXXX XXXX for over three years ; I am the Trustor to our deed of trust and have a right to answers. I filed Bankruptcy in XX/XX/XXXX ; and was in Bankruptcy from XX/XX/XXXX-XX/XX/XXXX ; the bankruptcy was successfully discharged XX/XX/XXXX ; with no debts owed. Because XXXX had collected on the Title Insurance we purchased at closing for them in the amount of {$200000.00} ; these entities are known as " hustlers ''. In addition, they used our {$80000.00} we had in equity to securitize into a XXXX XXXX ; XXXX XXXX XXXX or XXXX XXXX/XXXX XXXX XXXX. Since all there settlement agreements with the SEC, FHA and XXXX XXXX XXXX XXXX XXXX have all released the liens and the properties reverted back to the lenders and are all listed as Real Estate Owned, REO property ; which have strict Dodd Frank regulations, Pooling Service Agreement, PSA regulations as to how to remove occupants from resident through open market sales or eviction. But has instead chosen to foreclose on REO property without the authorization of the Master Servicer XXXX or the XXXX XXXX XXXX XXXX, XXXX in which both their Power of Attorneys, PA are attached stipulating their authority and authorization ; the XXXX PA indicates Shellpoint may only ( track/monitor ) " disposition '' ; and XXXX PA outright forbid foreclosing on REO property. Nevertheless, Shellpoint is illegally using their resources and agents to initiate foreclosure proceeding despite their given authority. I contacted XXXX which told me to contact the servicer because they do not get involve with foreclosure proceedings nor initiate them. You can contact XXXX by email at " XXXX '' enter our property address or any property address and they will response within 24 hours with the status of the property. In addition, REO property may indicate the property has already been foreclosed on unsuccessfully which would give the lender ownership ; this seems to be the case since the REO status was given from XX/XX/XXXX-XX/XX/XXXX. At any rate Shellpoint subservicer by law should have our complete file in which all these questions can be answered. Trying to take someone's home after nearly 20 years is a serious matter and nothing to be played with.
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| 09/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Older American, Servicemember |
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XX/XX/XXXX - email from NewRez LLC ( a division of Shellpoint Mortgage Servicing LLC ) stating no record of monthly mortgage payment of {$1400.00} due XX/XX/.
XX/XX/XXXX - I called their number XXXX with questions. Immediately it was assumed my loan was delinquent and I was read " by Federal law '' that this was an attempt to collect a debt. We went through the details of the check ( amount, loan number, payable to, to where was it mailed ), and it was all correct. I stated I have proof from my bank that NewRez LLC processed and cashed the bill pay check on XX/XX/. Was told to fax the proof, I stated I do not have access to a fax, was then told to upload document into their website portal within my account. From my bank, I obtained the proof of cancelled check ( front and back showing it was cashed ) made out to NewRez LLC and mailed to their correct address, saved it as a PDF and uploaded it as requested.
XX/XX/- received another email with a new billing statement from NewRez LLC. I assumed it would now be corrected and the new monthly payment due XX/XX/, but when I went to my online account it is another statement saying due XX/XX/, and that the last payment NewRez LLC received from me was XX/XX/. This is false, and they have received proof that they processed my check for the mortgage payment due XX/XX/. I started an online chat within my account, and was told by rep XXXX XXXX that they did not have a record of this proof yet and was again read " mandatory by Federal law '' that this was an attempt to collect a debt. XXXX stated it takes 24-48 hours for them to receive my proof, and that statements are entered manually. I asked why I received another statement due XX/XX/23 if they are entered manually, if they are waiting on my proof. XXXX apologized but that there was not anything else that could be done until they received proof, and that the proof would be coming from another third party.
In the meantime, my bank has now just processed XXXX 's monthly payment to NewRez LLC, as usual, but I am afraid that the same thing is going to happen.
It may be worthy to note that my mortgage was recently sold to NewRez LLC ( a division of Shellpoint Mortgage Servicing LLC ) by XXXX XXXX ( XXXX ).
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| 06/27/2020 |
Yes |
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- Trouble during payment process
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Web |
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My morgage lender has changed lender companies 3 times. XXXX XXXX XXXX and now newrez. I've been trying to call the company now for 2 months and they never answer. Initially I called to inquire about a forbearance plan due to covid. I said I was interested but needed more information before accepting being placed on it. They said they would call but they never did and they send a letter instead stating I was on a forbearance plan. I want to ask question as the form can not answer my questions. They also sent me a tax form stating I owe more than 2500 and that it is delinquent. This was a tax that they where supposed to send me the first year of my mortgage and they just sent it now the 4th year stating It is delinquent. They never sent an initial paper or I was never informed about it by letter or in person. The letter states I can make a payment plan but how can I when they dont answer my calls at all. It's been two months. Prior to not answering they answered me but could not provide me with adequate information regarding the forbarance plan. I believe I have the right to ask questions before they put me on any plan without me giving the okay or signing. They have also changed my home insurance without my signature and sent me a letter to sign without any information stating my insurance provider was going to be changed. It was after various calls I was able to find out they changed it without my permission and I requested I wanted to change it back because it was less money than the one they tried changing me to. In addition, they have sent me refinancing paperwork that gives false information about my current mortgage and the future mortgage " reduction '' I will get. I made calculation with the help of an accountant and I would end up paying more of i refinance. Their advertisement about refinancing is deceiving. I just want them to answer my calls and answer my question so that I can work something out with them but it seems impossible to do so. I really believe that they are doing fraudulent activity because my last year statement are not on the website to download like they should be and their website does not give me proper information about my loan. It only has statements of XXXX year.
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| 03/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Our loan was service released to Shellpoint Mortgage back in XX/XX/XXXX, our loan closed as an escrow loan for Flood Insurance ONLY. We have made all of our regular payments consisting of P & I and escrow monthly payment of {$32.00} to cover flood only. We are responsible for making payments of Homeowners Insurance and Taxes. We made our real estate tax payment on XX/XX/XXXX in the amount of {$4500.00}. We also made our Homeowners insurance payment. Shellpoint Mortgage also erroneously made payment of taxes that were not part of our escrow payment. Luckily the county of XXXX returned the funds to Shellpoint which were deposited back into our escrow account. We received a new escrow analysis dated XX/XX/XXXX with an effective payment change on XX/XX/XXXX. This analysis included escrow payment for taxes, homeowners insurance, flood insurance and PMI. The escrow analysis showed a monthly increase in payment of {$840.00}. I called Shellpoint Mortgage on XX/XX/XXXX to dispute the incorrect payment increase. After receiving incorrect information with the customer service representative XXXX XXXX, I was transferred to a Supervisor who assured me she was sending information to the Insurance department to get my payment corrected to reflect escrow for flood only. I received my monthly statement for the month of XXXX with still no corrections made. I called again to speak to a customer service representative on XX/XX/XXXX, she was very polite and asked me to go to the website and enter an inquiry as it would help speed the process up. I received an email on XX/XX/XXXX from Shellpoint letting us know they received our inquiry and they would respond as soon as they could. It is now XX/XX/XXXX, our payment has not be changed to reflect the correct escrow payment. The second escrow analysis sent to us on XX/XX/XXXX is still wrong as it is reflecting an escrow payment for PMI. Our loan does not require PMI nor has Shellpoint Mortgage ever made a payment to a PMI company. All I am asking is that my account is set up correctly in their servicing system to include the correct escrow requirement for Flood ONLY. We want our payment adjusted to reflect the correct amount. This should not bee difficult for them to do.
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| 07/14/2021 |
Yes |
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- Trouble during payment process
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Web |
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My husband and I purchased a mortgage through XXXX XXXX on XX/XX/XXXX. Our mortgage was sold within a few months, to New Rez. New Rez never sent our new mortgage information to our flood and home insurance companies and placed lender-placed insurance for both. They double charged our escrow account and we were never aware of this until it was time to pay our taxes and premiums at the end of the year. My insurance agent contacted me and told me that my insurance has not been paid and I had a week to get my payment in before my insurance lapsed. They gave us a 30 day grace period due to these issues. I spent over 2 hours on the phone with the lady who sold me my mortgage originally, through XXXX XXXX. We spoke with a representative named XXXX, who was supposed to have taken care of this. We were told they over-nighted a check to both insurance companies and it would be taken care of within 2 weeks from that day ( amount of time for the check to be sent through mail. ) Now a month has gone by and I received another call from my insurance representative stating that my home insurance still has not been paid. Now I am XXXX days out from my insurance lapsing due to New Rez not sending the check to the correct company. I have never missed a payment on my mortgage. I have paid insurance every single month for a year now. I am about to lose my home insurance in XXXX days due to New Rez not doing their due diligence in gathering the correct information regarding my mortgage. I spoke with a supervisor named XXXX on XX/XX/XXXX and was told she would pay my insurance with a credit card that evening. She stated on the phone I would receive an email the following morning with payment confirmation and update mortgage clause. It is now XXXX XXXX and I have yet to receive any of the things I was promised to resolve this issue. I have spent hours on hold, it took them approximately 5 hours to call me back on XX/XX/XXXX. I am not receiving the service I should be. This is a consumer 's nightmare to deal with this and it is no fault of my own. I need to know my rights in this situation because this is absolutely not acceptable from a mortgage company and the service I have received to resolve this issue is minimal.
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| 12/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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This is my second complaint to my mortgage company from my first complaint in XX/XX/XXXX regarding the same issue. My mortgage company Newrez LLC continues to pay my property taxes under the incorrect tax parcel number and incorrect amounts after repeatedly informing them that my current parcel number is being divided, and therefore, the amounts being reflected is incorrect. I asked that they should pay my taxes only after I submitted corrected tax bills from my county office which then they can pay it or adjust any differences back to my escrow account. My mortgage company did not do that and continues to pay my taxes in the incorrect amount. Even after I submitted the corrected tax bills ( which is called a pay by legal bill with an ABL number instead of a parcel number ) to them, they also pay my corrected tax bill WITHOUT adjusting any difference of the first bill they had paid back to me or refunding me a full amount of the first bill. Because of this, they continue to use the incorrect tax amount to calculate my monthly payment and escrow analysis, causing my escrow account to have a very high negative balance and expecting me to pay it. I was told many times by them that an adjustment would be made when I submitted the corrected tax bills but that never happened. Right now, I can barely afford to pay my mortgage payment if it continues like that.
My county office ran a report of the amounts under my undivided parcel number in the amounts that Newrez had paid, and also the amounts from my XXXX XXXX XXXX ( XXXX ) bill which is the actual amounts that I am responsible for paying. I have attached the report to this complaint. This is for both tax year XXXX & XXXX, specifically XXXX XXXX installment ( XXXX ), XXXX XXXX installment ( XXXX ) and most recently XXXX XXXX installment ( XXXX ). I have not received a full refund on any of these and my mortgage company continues to make me do a full monthly payment including the wrong tax amounts they had paid for me in order for me to clear my negative escrow balance.
I am in need of any assistance and resolution as this continues. If my mortgage company can not fix any issue on their end or accommodate my payments I will plan to sell my house.
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| 08/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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[ a ] Our mortgage was sold to Newrez mortgage company for servicing. Beginning in XXXX of they began harassing us for not having condominium association insurance on our property and that they would purchase and bill us for insurance through their company. Their correspondence was unclear and we first sent our personal condo insurance binder. After talking we a rep at Newrez we realized they wanted another copy of the condo association binder. We faxed them that document on XXXX, XX/XX/XXXX. We also emailed a PDF of it.
[ b ] We then then received notification that they were going to purchase condo association insurance because they didn't have a more current insurance binder. Perhaps an appropriate request but we never received a request until they threatened to purchase insurance on our behalf. We immediately sent them via email/PDF our binder.
[ c ] We then received notice that Newrez lost the original previous expired binder and that we needed to provide a replacement copy or they would bill us for the prior year 's insurance. Note that this is a {>= $1,000,000} comprehensive insurance policy on 285 units.
[ d ] We promptly sent them a copy of the old binder via email pdf.
[ e ] We received written notice on XXXX, XXXX that all binders for coverages for our condo were in place and that there would be no further issue. We thought this matter was taken care of thanks entirely to our efforts.
[ f ] But alas, today we received notification that we will owe {$7.00} for coverage that they will purchase for XX/XX/XXXX through XX/XX/XXXX because they don't have proof of coverage for that time period [ g ] Attached please find a pdf of our 2 binders for our coverage for : [ 1 ] XX/XX/XXXX through XX/XX/XXXX [ 2 ] XX/XX/XXXX through XX/XX/XXXX [ h ] Newrez has previously received both of these binders over the past months. I sent them the binder as well as the coverage detail. I will be scanning and resending via PDF both of the binders, yet again, to Newrez today with a cover letter asking for a written response that the matter has been resolved.
[ i ] This seems like a scam to get people to purchase unnecessary insurance through a subsidiary of Newres. At the very least it is harassment.
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| 03/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Most recent Letter was sent to Shell Point on XX/XX/XXXX Certified XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Loan # XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, TX XXXX Subject : Dispute of Debt/Incorrect Payment Amounts.
Dear Sir/Madam, I am writing to you in response to a mortgage statement received on XX/XX/XXXX.
Again, I request that your company provide me with a detailed explanation and documentation of the debt, including a clear breakdown of all charges along with proof of those charges. I also request that your agency cease all collection efforts until this dispute has been resolved.
My escrow account is wrong and causing extreme hardship as you are collecting double my monthly taxes for no reason and you will not reconcile the escrow account this has been happening since XXXX of XXXX.
I have been contacting you via telephone calls and have written several letters along with several emails providing proof via documentation starting in XXXX of XXXX. I will provide those certified letters on request.
Most recently I called on XX/XX/XXXX, and was informed it would be reconciled and expected to hear from you in XXXXen days again no response sent another letter concerning this on XX/XX/XXXX.
Per your own Mortgage statement, any payments not made in full would not be applied but held in another account that damages credit and has done so.
I simply cant make a payment over XXXX XXXX dollars higher than required it is damaging and abusive behavior.
You have locked me out of my mortgage account for months now and I have called several times attempting to get access with no luck, it seems to work for a day then someone locks me out I suspect it may be my complaint to the CFPB that causes you to behave like this.
I can not see the escrow balance communicate with you or provide documents via the portal.
This has caused significant hardship and frustration.
Please note that under the Fair Debt Collection Practices Act, it is illegal for debt collectors to continue collection activities if a dispute has been raised.
Thank you for your prompt attention to this matter. I look forward to hearing back from you soon.
Sincerely, XXXX XXXX XXXX : CFPB i.e. 1024.35
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| 09/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My current mortgage servicer ( Shellpoint ) acquired my loan from XXXX XXXX, in approximately XXXX of XXXX. At the time I was paying {$1500.00} per month to XXXX XXXX. XXXX XXXX always set aside a portion of my payment towards escrow. In an escrow account they set up for my account. When they transferred my account to Shellpoint, I was still paying the same {$1500.00} per month. For a while I didn't even know they had transferred my account. But I continued to make my {$1500.00} monthly payment to Shellpoint. It turns out that Shellpoint failed to set up an escrow account for my payments, and they, in fact misapplied my entire {$1500.00} to " principal & interest ''. Not setting aside any amount towards escrow and not informing me that they viewed my monthly mortgage payment as {$680.00} per month.. Yet not applying the remaining {$820.00} to my escrow account. This went on for approximately 2 years.
Sometime during the pandemic, when businesses were shutting down, I received several threats from various collections companies threatening to garnish my wages. I sought the help of a lawyer ( big mistake ) who decided I needed to file for XXXX XXXX, instead of just dealing with the 2 small collections companies who were making the threats. I was not behind on my mortgage. When I filed, based on that lawyers very bad advice, Shellpoint decided that all of the payments that I made and they did not take out any escrow, they would put into their XXXX and claim that I owed them back escrow payment?!? They unlawfully claimed that I owed them in excess of {$14000.00} because I did not make any escrow payments... Even though, I did... But They were the one 's who were negligent in 1 ) Not opening an escrow account for my account until literally XXXX of XXXX. And 2 ) They misapplied the proceeds of my payments by not separating my escrow portion of my payments, and instead applied the entire amount to my principal & interest. Further, they are now claiming that they do not have any record of my most recent payments. I am paying them, they are losing track of my payments. When I call they don't seem to have a clue as to where my money went. Even though I have receipts from my bank for each of my payments!
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| 12/17/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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New mortgage with XXXX which was sold to shellpoint mortgage company. With all of the sudden change and confusion I had sent out post dated checks from XXXX. Upon no response as to checks received when I asked on the XXXX of XXXX I issued another set of checks for the monthly payments. I informed shellpoint that I stopped payments on checks XXXX to XXXX and replaced by checks XXXX. I asked them to destroy or return the checks upon receipt and keep the new checks. Shellpoint refuse to destroy the checks but submit them both monthly. I told them I can not afford XXXX sets of checks to be cashed monthly as payment on my account. Shellpoint is charging me NSF payments and late charges to my account for every month although they are receiving the monthly payments from my account monthly. I was told that I have until the XXXX of the month to make monthly payments. The checks they have on file are dated the XXXX of each month.
I was told over and over after numerous phone calls and also after lodging a complaint that it is my error and the fees will stand. I find it very misleading by shellpoint for charging me all these fees and also telling me my account is in good standing. I asked if I could do auto debit from my account or pay over the telephone effective now for future. I was told the checks will still be deposited and I will be charge. Checks for XXXX, XXXX, XXXX, XXXX, XXXX XXXX and XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX XXXX which they should return to me or destroyed ; instead they are depositing them and they were notified well in advance that they were stopped. A total of XXXX checks I am getting charged nsf fees and late payments for each month. They were notified immediately in XXXX. When I initiated the calls each time I was told they did not have my file from XXXX. I got scared and cancelled the checks and contacted my lawyer that did the mortgage because I did not know where they went. I only cancelled the first set of checks because I was instructed to do that by my mortgage broker and the mortgage lawyer. I would like shellpoint to destroy the checks or return them with confirmation and remove the late and nsf fees they are charging me unnecessarily which will run until XXXX XXXX.
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| 12/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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NewRez LLC c/o Shellpoint Mortgage Servicing has been receiving my payment via " billpay '' through my financial institution for years. I have the automatic payment set to pay every XXXX for the payment due on the following XXXX. On XX/XX/XXXX my payment of {$2200.00} shows as the normal ACH withdrawal to Shellpoint Mortgage on my bank statement. On XX/XX/XXXX my bank statement shows {$2200.00} deposited back into my account from Shellpoint Mortgage. Phone call is made to NewRez customer service... they claim no payment was made for the XXXX due.. I do some more investigating in the " history '' of the " billpay '' and it just shows that the " transaction failed '' ( lots of money in the account to cover the transaction- that is not the problem ). Go to the Credit Union to try and find out what is going on. They investigate and say the only thing they can figure out is that the account # for the mortgage must have changed. Call back to NewRez customer service ... .No the account # did not change -- -but the mailing address did. I explained that I can not change the mailing address in " billpay '' because the " payee has a relationship with billpay to provide that information ''. Customer service did say they had been getting a lot of calls over this issue.
I mailed a check to the new address XX/XX/XXXX for {$2200.00} and it is credited to my account on XX/XX/XXXX. I received a XXXX showing that payment with {$360.00} going to interest, {$570.00} to Escrow I had set an additional " billpay '' to go out XX/XX/XXXX ( to check NewRez/ Shellpoint got the issue corrected ) as I don't have an issue with making extra payment, and left my normal payment set for the XXXX of each month.
A check from billpay cleared ( not the normal ACH ) XX/XX/XXXX and XX/XX/XXXX both in the amount of {$2200.00}. XXXX dated XX/XX/XXXX shows those payments as {$710.00} in interest, and {$1100.00} going to XXXX XXXX???? I just had a payment clear on XX/XX/XXXX and they come up with {$710.00} in interest -- -no late payments, 4.375 % interest. I just ran calculations and taking out the full Escrow that they did ( which they should not have ) we are at a difference of {$520.00} in interest that they overcharged me!
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| 11/03/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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Hi I bought a home in XXXX Pa.I ended up filing a complaint against my realtor.Due to neglegence and violated our contract.The home I paid for the guy who owned it.Did not tell me about prior issues.I had the city come in and found out there is a ton of issues the prior owner new about but failed to tell me of the issues.We had to rewire the intire home and add a new heater and ac unit.I paid XXXX on top of the XXXX offer.It turns out this home has so much work to do that it so far costed me over XXXX.I then notified the loan agent and realtor.I also paid XXXX he was to buy a washer, dryer fridg and stove.Those items were not working.So I had to pay money twice for items I paid for prior to me buying the home.I ended up in XXXX after a total XXXX XXXX.I got behind by one payment.And I paid it.With 4 XXXX late fees.I went to the realtor hearing.Turned out my loan agent went in to testify against me.I had talked to him emailed and called on the phone of all these issues.The last owner did not fix it.We found pipes being held up by leaves to cover up a giant hole in pipe.My realtor also threatened to end my sale at table.Because she had a side deal with a guy that was to buy my home.It turned out he had none.So she wanted to make a deal to pay him even after not buying my home.And I refused.So I filed against her.My loan company gave my loan to two different companies.They stated they would not report me late that I should pay prior to them posting.The hearing was XXXX.Right after I found out they posted it to my credit and reported the months I was still paying every month but backed by one.I feel XXXX XXXX did this out of spite due to my complaint against his friend my realtor.I feel this had something to do with me being XXXX and damaged my credit just because.I went through a lot and this company retaliated against me due to my complaint against my realtor.I have the text and pictures of the home.There is almost XXXX in work that newds done.Because of the contraxt I would not of bought the home if I new there was so much work needed to fix it.But because of retaliation, and me being of XXXX and my complaint They are purposly damaging my credit and reputation.I bought the home XX/XX/.
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| 09/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My loan officer requested a Pay off for the existing Shellpoint Mortgage. Upon receipt, there was an error with the payoff. The company included a {$7500.00} prepayment penalty. I contacted Shellpoint Mortgage on XX/XX/2019. I called at XXXX XXXX and spoke with a representative who then put me on hold for 134 minutes and then the call was disconnected. I called back at XXXX and after a few minutes was transferred to a supervisor, a XXXX XXXX. I told them that I had documents that proved the prepay was for 20 % and that it expired 9 months ago. He said that Shellpoint did not have a copy of the loan documents. He said it would take at least 30 days to get them. He said he would order a copy.
I called back on XX/XX/XXXX at approximately XXXX with a conference call with my mortgage broker in an attempt to get an update on the corrected pay off. XXXX XXXX, the representative stated that the original signed loan documents needed had not been ordered. I asked to be transferred to a supervisor and for some reason the request was denied.
It's pretty clear that Shellpoint is not interested in servicing the loan. How can you service a loan without the loan documents? Further, the prepayment penalty was for much more than the 20 % even if it was still in effect ... more like 24 %.
I was able to call the originator of the loan and get a copy of the signed documents in 20 minutes.
I got the copy of the documents and called Shellpoint again to find out where they should be emailed. At that time I spoke with a XXXX XXXX, another Shellpoint representative. At that time ( XXXX ), I was told that the loan documents had been located ( magically after 2 hours ) and the prepayment had in fact expired. XXXX stated that it would take an additional 3 days to get an updated pay off but that I would receive it by Thursday.
Additionally, Shellpoint increase my escrow impound account by {$250.00} this year with little explanation ... fortunately, I caught the increase in time so that I would not have a late pay on my credit report. I suspect that this is one of Shellpoint 's tactics for keeping mortagagees in their high interest loans. My Shellpoint loan is at 6 % interest only and my new rate is 2.5 %
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| 02/09/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We were in a modification loss mitigation due to COVID-19. Our financial situation due to covid ended the end of XX/XX/XXXX. I notified Shellpoint Mortgage Servicing, and started making payments. I was told to skip XX/XX/XXXX that the new loan would start XX/XX/XXXX. I have called numerous times for updates, I finally received and update on XX/XX/XXXX. I was unable to receive status since XX/XX/XXXX from any customer service rep or reach my point of contact XXXX XXXX until XX/XX/XXXX. The dates called XXXX, XX/XX/XXXX. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX.
On XX/XX/XXXX after 3 months I was told the interest rate was incorrect from the XX/XX/XXXX paper work and again to skip XX/XX/XXXX payment and the new loan would start XX/XX/XXXX, XXXX XXXX also stated that I shouldn't had made XXXX or XXXX payment due to I am in loss mitigation, but with the new payment and interest rate the loan will be current. The new paper work was mailed to me on XX/XX/XXXX and mailed back on XX/XX/XXXX. On the call XX/XX/XXXX I was told the paper work was received and I wanted to verify if this was a fixed or adjustable loan.. And was reconfirmed that on page 2 of the documents I sent in shows fixed at 2.125 % to give them a week to process. XXXX XXXX called and left a message with no info to call back on XX/XX/XXXX the representative says there are no notes on the file of why he called. XXXX XXXX again called on XXXX and says the paper work that was received on XX/XX/XXXX in there office was for dates of the old loan XX/XX/XXXX. So as you can see why I am filing a complaint. I haven't been unable to get updates on my loan, I mail in paperwork its confirmed received and then told I mailed in old paper work with the wrong dates, amounts of loan and interest rates. I have already made my new payment arrangement for XX/XX/XXXX but the mortgage company is changing the story of what was sent in, I'm wondering what's next?? As I read reviews online this is an ongoing problem of not wanting to complete or help customers with refinancing loans. I do not want to go into foreclosure or having any issues with my loan due to the mortgage co being at fault.
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| 10/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have fallen past due on my mortgage on XXXX of XXXX after getting sick from XXXX XXXX which caused me to be out of work and loose income during this time. Soon after I reached out to Shellpoint and requested a forbearance program. Recently I tried to request for mortgage assistance under the XXXX XXXX programs. On my last conversation with Shellpoint on XX/XX/XXXX they advised me I was declined for modification because a failed XXXX stating my home has equity and that is the reason they could not help me. My understanding is with the increase in home values most all homes have equity, and this would mean they are not helping any homeowners if it doesn't benefit the lender. Also, on XX/XX/XXXX Shellpoint advised me my home loan is no longer a XXXX XXXX loan and that my loan was sold off to a new investor on XX/XX/XXXX and with the new investor they do not have a Partial claim program placing the amount I'm past due due to the XXXX forbearance towards the end. I believe there is predatory lending happening because before the loan was transferred to a new investor, they knew I was past due and also knew there was equity in the home. I feel this new investor is purposely trying to foreclose on my home. The only offer they gave me was for me to pay {$5600.00} down payment and produce payments of {$1400.00} per month which I told them I could not afford. The denial I attached shows the XXXX results to be incorrect and per my research other homes have been saved showing the same XXXX results. As well on the Denial letter dated XX/XX/XXXX shows my loan to still belong to XXXX XXXX but I was told otherwise on XX/XX/XXXX by Shellpoint. Shellpoint initiated foreclosure on XX/XX/XXXX while I was in review for assistance as per CFPB guidelines I feel Shellpoint is violation of Dual Tracking laws of foreclosure as well as Failure to perform and Negligence. Shellpoint and its investor knew I was past due on my mortgage before it was transferred to the new investor and are not willing to offer me a loan modification to save my home. On number XXXX on the XXXX it shows the investor is Shellpoint but on page XXXX of the Denial Letter it shows XXXX XXXX XXXX XXXX XXXX Something is illegal here!
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| 03/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is a copy of an email I sent on XX/XX/XXXX to NewRez LLC / Shellpoint Mortgage Servicing that describes the complaint as well.
XX/XX/XXXX NewRez LLC / Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX RE : NOTICE OF ERROR Dear NewRez / Shellpoint Mortgage Servicing Staff : I am sending this NOTICE OF ERROR to notify NewRez LLC / Shellpoint Mortgage Servicing for the fourth time that the company has NOT paid my Property Taxes for my property located at XXXX XXXX XXXX, XXXX NH XXXX. This tax was due on XX/XX/XXXX, and I am including a copy of the tax bill with this email. My Escrow Account with NewRez currently has {$5600.00} [ this amount is now {$6200.00} ], and has had plenty of funds in my account to pay this bill when and since it was due.
This is the fourth time [ since the sending of this email, there were three additional contacts with NewRez for a total of seven contacts ] that I have notified NewRez LLC / Shellpoint Mortgage Servicing over the past month [ this has now been two months ]. I called your customer service department on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX [ later XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ]. Each time I was assured by your representatives that they could see the error and that the payment would be made as soon as possible, but that it could take a couple of weeks and that the company actually had 30 business days to make the tax payment. During the last call on XX/XX/XXXX, I was told that the matter would be escalated, and that I would receive a call back on Friday, XX/XX/XXXX, with a status. I did not receive a call back. At this point, I am very disappointed, but I am also very concerned [ on XX/XX/XXXX, I was told by a representative that the taxes were set to be paid on or before XX/XX/XXXX, so I have waited, and the taxes have still not been paid as of XX/XX/XXXX ; on XX/XX/XXXX, I was told that the issue has been escalated and someone should contact me back within 48 hours ].
Please pay the property tax payment of {$3300.00} plus any additional fees and interest, which representatives have assured me will be paid by NewRez, and resolve this matter as soon as possible. Please let me know if you need anything else from me.
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| 01/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a letter dated XX/XX/XXXX that stated I would be receiving a surplus check, a photocopy of said check was included in with the letter for the amount of {$1100.00}. The letter stated it would take a few weeks after receiving the letter to receive the check. I waited, but we never received said check. I called XX/XX/XXXX inquiring and was informed that they never sent the check and they don't know what happened, but they'll request to resend the check. I never received a check so I decided to call back, I called back and was informed that the request was cancelled and they don't know what happened to the funds. The request was then escalated to investigate where the funds are. I was told that it seems the funds moved around from a lot of different departments and they needed to pin point exactly where they were. I hadn't heard back so I called back again on on XX/XX/XXXX and was then again told they'd escalate the request and scheduled for me to receive a call back on XX/XX/XXXX, however I did not receive a call. I called again on XX/XX/XXXX and was informed that they were still tracking where the funds were located and that there was someone in specific looking into it, but that person could not talk to me and was unavailable, but they would escalate it to their supervisor, this time they said they didn't want to say they'd call me back because of the history of no one calling me back and that I should call back to follow up. I called back on XX/XX/XXXX and they still don't know where they funds are at and in speaking with the representative it seems as though she had to put in a whole new request to investigate the matter, but she escalated it to the supervisor. There is no reason it should take this long to find out where my money is being held if there is a designated escrow department who is suppose have account of all funds received. I am frustrated and disappointed in this company who seems to have no sense of urgency in the matter. Thus, through this entire time I've continually paid my mortgage on time, had I not paid my mortgage I'm sure I would have received dozens of calls regards such. I just want to know where my money is and why are my funds being mishandled.
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| 06/06/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Our loan was previously serviced by Ditech. They fraudulently assessed fees on to our account and did not apply payments to our account. We went to court about all of this and the fees were removed but the credit report was never updated. In XXXX of XXXX, Shellpoint/NewRez took over the loan. At the time they took over the loan Ditech records showed the account was XXXX months behind. So every payment they received from us, they would apply to the previous month because their records showed we were behind. The account was not XXXX months behind. They never applied our XX/XX/XXXX and XX/XX/XXXX payment to the account. We have been trying to refinance our mortgage and take cash out to remodel our 2nd floor. We have been trying since XX/XX/XXXX. Every mortgage company that says they can help us, ends up not being able to proceed because of all the late marks on my credit report. On XX/XX/XXXX, I had a conversation with a supervisor from Shellpoint/NewRez who did in fact confirm she sees all the fees assessed to the account and then months later they were removed because we took them to court. The supervisor explained to me that they were only responsible for the loan from XX/XX/XXXX through the present. She said if I submitted paperwork showing that the payments were on time they should be able to correct the late marks on their end. She sent me the full mortgage history document and I went through and compared all the payments with the mortgage history. The XX/XX/XXXX and XX/XX/XXXX payments were never applied to the account as a regular payment which is what made the account XXXX months behind. I provided Shellpoint with copies of my bank statement showing the payments were in fact deducted. I submitted an online dispute with all 3 credit bureaus and submitted the information for their review. Not to mention the credit reports are not even up to date. They only show payments through XXXX of XXXX. I need the report updated through XX/XX/XXXX so that my account can reflect XXXX months of on time payments and I can refinance and get away from this nightmare. No one will help me. I don't know what else I can do to get this updated or to get the late marks removed from the credit report.
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| 08/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My mortgage with XXXX XXXX XXXX was sold once I requested a forbearance due to financial hardship during the COVID-19 pandemic. The mortgage was effectively purchased by XXXX XXXX XXXX XXXX XXXX on XX/XX/2020, and subsequently contracted out for servicing by Shellpoint Mortgage Servicing. Our initial forbearance was from XXXX XXXX through XXXX XXXX an d extended by Shellpoint for an additional three months after discussing our current financial situation. We were told that we would have deferred payment options at the end of our forbearance but to try to make tax and escrow payments current to avoid any penalties from the government.
Since our last discussion with Shellpoint, we have not been able to make payments to our escrow account, as instructed and we have not been able to speak to our representative for guidance. I have sent emails on the following dates to XXXX XXXX, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, in addition to leaving her voicemails on those dates. We have not had any response. We have been sent numerous letters detailing our repayment options, see the attached example.
Today ( XX/XX/2020 ), I was finally able to speak to another representative who informed me that our mortgage does not qualify to have our outstanding balance deferred to the end of the loan and we would need to stay in forbearance until we can pay the whole amount owed. I asked why our mortgage was not qualified and she said it was because of their client ( XXXX XXXX XXXX XXXX XXXX ) and she would not offer any other information. She also stated if we wanted to end our forbearance early without making any payments, we would get a negative credit rating.
Throughout this process, we have been told that having our payments deferred was an available option for our mortgage and they would make sure this was put in place when we felt we could resume payments. This is a situation that we are in due to the sale of our mortgage and no one is being held accountable for the lack of communication and answers regarding our mortgage. We feel as we are in a terrible situation with an uninformed and unresponsive servicing company that puts us at risk of destroying our credit or losing our home.
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| 04/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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We were sent a letter dated XX/XX/XXXX from our previous mortgage loan servicer, XXXX XXXX XXXX. The letter indicated that service was being changed to XXXX XXXX XXXX on XX/XX/XXXX. The only information we have received on XXXX XXXX is a mailing address and phone number. This is our second new servicer in less than 18 months since refinancing our mortgage.
It has been customary that previous servicers provide temporary payment coupons plus a new account number for the loan. There has also generally been a welcome package sent by the new servicer during the transfer period. None of this has been done by XXXX XXXX.
According to XXXX XXXX XXXX automated system, it takes 5 days to upload our information from the previous servicer to theirs. When I called today, I was told it takes 7-10 BUSINESS days with no explanation as to why it takes so long. XXXX XXXX indicated that the upload is electronic and would not explain the delay.
During this transfer process, we had been refinancing our HELOC. As part of the process, we agreed to use the HELOC to pay off the balance of our mortgage. Now that the HELOC has closed, our bank is unable to get a payoff amount either from XXXX or from XXXX XXXX. As a result, we are being forced to pay daily interest for no reason. It is as though our mortgage does not even exist at this time!
Both servicers say there is nothing they can do. This is unacceptable. For any interim period, the consumer should have the right and ability to obtain a payoff amount on a mortgage and make the payment accordingly. Otherwise, the loan servicer has no incentive to upload information in a timely manner. The mortgage details must be available SOMEWHERE during the transition.
Finally, one of the servicers should be held responsible for forcing us to pay daily interest when it is not necessary. This interest should be WAIVED during any interim or transfer period.
It is clear to us that servicers do not want our loan since we have been paying down the balance and now wish to pay it off in full. There should be restrictions on how often a loan can be sold and serviced by a different company. Otherwise, abuse like this is allowed to occur on a potentially wide scale.
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| 05/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2020 I received a response ( see " CFPB Response XXXX '' attached ) from New Rez LLC detailing the closing disbursements of my mortgage on XXXX. Noticeably, however, is the fact that New Rez " Intentionally '' did not include pages 2 and 3 of the Closing Disclosure ( CD ) which shows " Other Costs ''. Included in Other Costs were disbursements made for tax and insurance escrows that were also paid at the time of closing. So not only did the lender pay current taxes and insurance that were due, but they also dispersed escrows for future taxes ( {$3200.00} ) and insurance ( {$1700.00} ) that were also deducted from loan proceeds. The tax escrows represented 2 months worth, while the insurance escrow represented 6 months worth of future payments. I have included all 3 pages of the CD for confirmation ( see " Closing Disclosure_XXXX XXXX XXXX XXXX '' attached ) to document these facts.
Since my first payment, which was due XXXX I have made every monthly payment which includes the mortgage of {$6700.00} and escrows for taxes and insurance of {$1900.00} as required in the CD. Given these facts, it is impossible that New Rez should have ever claimed that I was behind in escrow payments. Secondly, as stated in an earlier complaint, there is no projections for tax increases as the City of XXXX only reassess or increase taxes upon changes in use or improvements ; this is confirmed by the City of XXXX. I invite anyone who reads this to please call the City of XXXX to verify ( XXXX ). It should also be noted that New Rez also made payments to the wrong city ( XXXX XXXX ) for {$4800.00} that also had to be recovered.
Ignoring the facts, New Rez has increased my taxes without authority or proper rationale to do so. Based on the facts, I have requested that New Rez change my monthly total payments for tax and insurance to {$1900.00} as per my loan agreement. Moreover, I have requested to pay my tax and insurance payments to the city and insurance carrier directly. What New Rez has done shows that they are a fraud, not trustworthy and that they are conducting business in an unethical way.
cc : NJ Consumer Affairs Attorney General Office of NJ Department of Banking & Insurance of NJ
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| 06/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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'NewRez mortgage company has stated that I requested that my complaint be closed. That is absolutely not true!!! The Mortgage company instructed to me that they would close the escrow account that they were trying to establish and I agreed to that only nothing else. How convent for the mortgage company to conveniently for their benefit say something incorrect and false. The mortgage company is stating that they paid for XXXX and XXXX XXXX XXXX taxes. They have never paid our taxes. All taxes have been paid by the XXXX 's since owning the house. We have never signed or given permission for anyone to pay our taxes. There is no signed document on file given anyone permission to do so. NewRez mortgage companies stating that they paid money in XXXX toward our taxes. The money that was sent was sent back to the mortgage company. In no way would we have been allowed to owe money from XXXX and the money is being requested back in XXXX. That doesn't make since. As the law states " if you are 65 years of age or older, or have an exemption because you are XXXX you can be placed on a payment plan. '' Which myself XXXX XXXX XXXX XXXX is XXXX XXXX and therefore given the legal right to do so. I know NewRez Mortgage Co is aware of that and therefore I can not understand why my wife and are are being harassed as seniors and XXXX XXXX 's and XXXX. There is one payment from NewRez Mortgage Co sitting in the tax office not being applied to anything!! It can't be applied because the taxes have been paid by XXXX XXXX XXXX no one else. The tax office is stating " REQUEST YOUR MONEY BACK!!! ' NewRez has placed late charges on XXXX XXXX credit because they have decided to take the mortgage payment and try to HARASS us seniors into having a escrow account by putting the money somewhere else. We are not and have never been late with our Mortgage not with NewRez or any mortgage we have ever had in our lives with the three homes we have owned. If we owed Money why did NewRez return mortgage payment back to us? Please stop have fifteen different people talking to us to correct this and maybe you can straighten this out if you really want to. Is it NewRez, Is it Shell-point? Who's is actually in charge?
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| 06/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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It appears XXXX XXXX left the mortgage business in XX/XX/XXXX. Our mortgage was transferred to Shell Point/New Penn/NewRez- the company has changed names three times since XX/XX/XXXX. For the sake of this communication we will call the company by current name, NewRez.
We had been processing our loan payment monthly but beginning XX/XX/XXXX began sending money weekly on Fridays. NewRez incorrectly processed the hazard/home insurance payment in XXXX XXXX in the amount of {$7300.00} instead of {$3600.00}, NewRez ignored the home portion and paid the full insurance bill that included our auto policy. NewRez re-calculate the Escrow for XXXX based on this incorrect amount and increased the monthly payment due by from {$2700.00} to {$3500.00}. It took from XXXX through XXXX to work through this incorrect payment and what happened. It was myself and the insurance company ( XXXX ) that proved to NewRex the error.
The monthly loan amount due was finally corrected once NewRez updated the Escrow, we still have not received the XXXX Escrow Analysis. We began sending weekly payments on XX/XX/XXXX in the amount of {$690.00}. As of XX/XX/XXXX, NewRez has received 38 weekly payments totaling {$26000.00}. See attach documentation of these payments from XXXX XXXX. The monthly payments from XXXX was {$2700.00} and from XXXX should be {$2800.00}. Our account should reflect we have {$1000.00} towards XXXX payment. NewRez needs to accurately reflect the monthly payments and the account will be updated. We also should ha
ve zero late payments. We have looked to other mortgage companies but we will have t
o pay the fees to move companies. We don't want to be with NewRez. There is no brick and mortar or person to speak to. We've been bombard with stupid letters that state NewRez has received our correspondence but nothing. After sending two more forms of communication to NewRez, we researched to see where we could file a complaint. We have excellent credit ( XXXX & XXXX ) and to continue to see late payments or receive collection calls is humiliating. We wish XXXX XXXX would've allowed us to choose the mortgage company and now would request NewRez pay the fees for us to move our loan elsewhere.
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| 11/12/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I had a home loan with the lender New Penn who uses Shellpoint Mortgage to service their loans. The rates dropped so I also did a VA streamline IRRRL with them. Since I am rated a XXXX Veteran, in the state of GA I do n't pay property taxes. During the processing of my loan the underwriter added taxes to my escrow payments. I 'm not sure where the amounts came from as my County Tax Assessor Office had already provided me my estimated tax amount which stated {$0.00}. So I provided that infomation to my lender and the taxes were deleted and the loan was closed. However, when the loan servicer, Shellpoint, received my loan and established my account, it showed that I owed taxes for the year totalling almost {$2400.00}. Since the loan had recently closed two weeks prior, I contacted the lender for assistance. The lender basically verified they had not provided the tax figures to Shellpoint since the amounts were not calculated into my escrow account, but only showed as a collectable debt against my mortgage account. Therefore, I contacted Shellpoint inquiring about the tax amounts and provided them with the same tax estimate I received from my County Tax Assessors Office and recently provided to the loan underwriter showing my taxes were {$0.00}. Basically, they responded by stating they would check into the issue. However, they stated it was my responsibility to provide any military documentation to my tax office in such matters. They also went on to remind me that since my lender did not include the amounts owed in my escrow account, it is also my responsibility to ensure the debt is paid per the terms of my loan agreement ( or they would place my account in collections ). At this point in time I am clearly at a loss! So I contacted both my County and City tax offices to reconfirmed my VA XXXX tax exemption status and received copies of my tax statements both showing {$0.00} with {$0.00} due. I forwarded both statements to the lender, New Penn, and the servicer, Shellpoint, with no response. However, since then, my account now shows a reduced amount due for my County taxes but the same amount due for my City taxes totalling about {$720.00} due versus the previous {$2400.00}.
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| 02/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The home was listed with a realtor on XX/XX/XXXX. The mortgage company was made aware of the listing and it was turn-key ready to go. There was an offer by XX/XX/XXXX, but the mortgage took longer than the 30-day purchase agreement to reply, answer the realtor about the sale. The buyer backed out of the sale. Then Covid slowed all possible buyers and things slowed way down. Second buyer XXXX XX/XX/XXXX, short sale process, it honestly took until late XXXX to get a sale closing date of XX/XX/XXXX. I was so ready to be done, I wasn't going to walk away with a pocket of money but I would have just walked away. I stopped making payments in XXXX of XXXX the mortgage company was fine with that as long as the plan was to sell the property. I have been living with my daughter and her family since XX/XX/XXXX and sole property caretaker of the " listed home '', tending the lawns, shoveling and general upkeep of the home and utilities being paid on time, and checking every day as this home is in MN. As I write this it's -4 with a feels like even colder. So, I'm worried about the water pipes and the furnace failing. Then, something else happened just before the closing date, the buyers lost their jobs and financing. NO sale happened. The realtor had stopped showings and restarted again square one. She honestly has worked super hard on this sale and tried multiple things and every time the mortgage company withholds information that is needed to make the sale. Then, on XX/XX/XXXX, she sent me a document stating that the buyer backed out of the sale entirely because they can not secure financing because they haven't been able to secure a job anywhere because of Covid-19. The same day the mortgage notified me that the home is being foreclosed on because of nonpayment. Is there anything that I can do? I'm XXXX and I'm not ever going to be able to fix my credit to be able to buy another smaller home for myself to retire in. I've spent 25 years of my life trying to keep my home beautiful and kept. To lose it like me is devasting to me. I've been helping my daughter with the bills and trying to keep this house kept. Do you have any help for me? Please help me to save my credit and dignity.
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| 10/03/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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To whom it may concern, This is the second time I am filing a complaint about this mortgage company. The last one filed was XX/XX/XXXX and was resolved around the beginning of XX/XX/XXXX. COMPLAINT ID XXXX. I am hoping that your agency still has that on record. Once they sent letters to you and myself, things were fine for a couple of months. Starting in XXXX though, it all started back up again. I was getting mail notices and phone calls saying that I was behind on my mortgage, however I am not! I have made numerous attempts to contact XXXX XXXX who had been my point of contact but is no longer, as far as I can tell. Today when I went to pay my mortgage online like I normally do, Shellpoint has blocked me from making a payment, this also happened prior to my last complaint. I am also blocked from making a automated phone payment and when I call the company, I am directed only to what I assume is a new point of contact who does not answer and possibly has a full voice mail. I have been told by the company that because of the type of loan I have, their system does not recognize it and so payments are not applied to the remainder of my loan. They did though say in writing to you and myself, that this would be resolved ( XX/XX/XXXX ) after many attempts to contact him, on XX/XX/XXXX I did receive a response email from XXXX XXXX stating that he would add in additional comments to my account, which should straighten things out. Apparently that did not happen as I am now blocked from making payment. I am at a loss and beyond frustrated with having to deal with this and it's now been almost a year, since it all started. Their next move, if it is to be like last time, will be that I get a letter from an attorney about foreclosure. This is truly unacceptable, my credit has been affected and well I am very tired of having to spend so much of my time either trying to call them, emailing with little or no responses, answering their calls from the people they hire to call to tell me I am behind in payments, when I am not, and writing letters of complaint. I can not stress enough the fact that I have not so much as been late on any payments in the past 10 or so years. Please help me.
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| 12/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint Mortgage is the servicer of the loan. Due to my wife 's illness we struggled making payments. By law, we were offered Foreclosure Avoidance Assessment ( loan mitigation options ). I replied asking for forbearance until we got on our feet. I was never given an answer on this request.
Instead I was asked for documents to support a loan modification. I provided all the requested documents. I explained that my wife was in XXXX and was again working full time. I explained I had obtained a XXXX XXXX. I was working part time to achieve a full year of XXXX experience, which is required for most XXXX XXXX positions. I started my job on XXXX/XXXX/XXXX.
Shellpoint kept sending me correspondence asking for the same documents. I responded each time to these requests. I was never given an answer on the loan modification. They kept saying I could do a short sale. I explained that I had over {$200000.00} equity in the home and that our plan is to keep it. I said we were ready to begin making payments and just needed conformation.
I was given the following ways to contact Shellpoint. Fax at XXXX or e-mail at XXXXXXXXXXXX. I used the fax number to send the requested documents. I have the confirmation from theses faxes. I used the e-mail address asking for confirmation of receipt. I have a total of seven saved sent e-mails asking for confirmation of receipt of documents. I asked over and over to please respond to me e-mail request. They never did.
On XXXX/XXXX/XXXX I received a letter saying foreclosure had begun. I assume the next step is after the required 30 days to file a notice of default.
I have talked to a HUD counselor about next steps. He said I should keep pushing Shellpoint on why they would n't respond to my e-mail requests concerning receipt of requested documents. He said it is possible they have been stalling because after 30 days of working on loss mitigation options they can start foreclosure if there is no agreement. He has also given me a referral for a foreclosure attorney.
I have detailed documentation of all these interactions with dates and confirmations of faxes or Priority US PS mailings. I do n't have a scanner so I ca n't attach them here.
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| 11/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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XX/XX/ had a XXXX XXXX XXXX XXXX. Forced to retire ( XXXX ) because of diagnosis of XXXX XXXX XXXXXXXX. I Also have XXXX XXXX XXXX XXXX XXXX but manageable for 9 years all documented. Paid XXXX XXXX XXXX XXXX XXXX asked for forbearance in XXXX XXXX XXXX XXXX XXXX XXXX because I was not approved for XXXX XXXX till XXXX XXXX XXXX with no back pay and had to wait till end of XXXX for first payment. All paperwork was given to New Rez shell-point mortgage, Showing dates of payment, how much, and proof of XXXX. My wife also retired on XX/XX/ from the state of Massachusetts she also was delayed till XXXX in getting retirement from state because of Covid reasons they say. This means we lived off our savings for over 5 months. In XXXX I called New Rez Shell-point and asked for another 3 months of forbearance which I was granted and assumed XXXX XXXX XXXX XXXX in XXXX i called back New Rez Shellpoint and explained my check was not coming till end of XXXX can I have XXXX more month to get by, I was granted that month and I started paying on XXXX XXXX XXXX XXXX XXXX I worked out a payment plan for escrow in negative by increasing my mortgage payments by XXXX which was approved by them, also asked for the forbearance to be added to end of my mortgage payments and was approved. I called in XXXX to see about borrowing some equity to pay off existing bills. To my total surprise I was told I didnt pay my mortgage for 4 months XXXX XXXX XXXX and it was reported to credit bureau XXXX XXXX and I was denied any kind of loans. This has destroyed our credit and any ability to help our situation of having to retire when I was not ready. I sent letters, I was given the run around for over a month. Then was rudely handled by a manager. Why would anybody ask for Forbearance if it was still being reported and destroying your credit it doesnt make sense. I was laid off during Covid 18 months given forbearance not reported to credit bureau. Under the care credit act this situation should have not been reported to the credit bureau. I need help getting my bills paid off in case something happens to me and my wife is left alone. all it would take is some equity which is really my money anyways! L
|
| 12/31/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
Older American |
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My original mortgage company XXXX filed bankruptcy and now shellpoint mortgage has taken over, and today I continue to follow up on having my account reflect the accurate amount I have paid since this transition & even provided proof of my payments that were made by money orders but shellpoint continues to send me delinquent notices as if I havent paid anything I have called and called and they tell me it takes 30 to 60 days but I keep getting the run around. I paid by money order not check my account should reflect current but they refuse to update it & provide me an updated bill because they said they a debt collector and they trying to illegally take my home on false information for XXXX that they claim is past due which isnt. Please help. I have provided proof within my emails to them. I can also send all other emails that I have continued to send trying to get this matter resolved but they keep sending certified mail saying Im in default when they have evidence that my mortgage should reflect current. They now have me on hold for long periods of time which is more than 30 minutes. They have NSF charges on my account but I paid by money order. They keep giving me misleading information verbally but in writing the direct agent sends emails as if hes been trying to reach me or excuses of why he didnt contact me but the entire time my phone is by my side and my daughter is also on my account with authorization to speak with them. Ive been threatened that they are taking my property since XX/XX/2019 but I have provided proof of XXXX, XXXX, & XXXX payments that were paid by money order but there system reflects NSF charges reflecting my payments bounced how do money orders bounce.
They keep telling me to pay again because they didnt receive everything from XXXX but I provided proof of my payments nor did we receive anything in a timely manner of when to start paying Shellpoint. I paid XXXX & XXXX to XXXX when I was notified I sent XXXX to Shellpoint & XXXX payment isnt reflected on the account either and reflecting NSF when it was paid by money order as well. I provided proof still no update but I keep getting demanding letters and certified mail but they have proof.
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| 08/29/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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We are currently paying {$280.00} monthly into our escrow. Annually that is a total of {$3300.00}. NewRez pays our County tx biannually in the amount of {$1400.00} which equals a total of {$2900.00} for our taxes. Also our XXXX XXXX Home owners Insurance is also paid in the amount of {$820.00}. Total amount paid out in Ta xes and Home Owners Insurance is {$3700.00}. The Annual Escrow Disclosure statement show a Shortage of {$290.00} up until XX/XX/2020. However, if our balance for taxes and home Insurance is {$3700.00} - our yearly escrow payment of {$3300.00} our remaining balance owed is {$360.00}.
Here is the discrepancy : they are showing an Escrow shortage of {$1200.00}. Why???? even if they have a so called Cushion of {$620.00} as shown on the Escrow Disclosure I can not justify having a Shortage of {$1200.00}. In addition to the fact that in the month of XXXX we paid out {$870.00} Mortgage payment and {$1900.00} which was supposed to be an escrow shortage payment. Now here it is XXXX and once again we are facing another escrow shortage payment. Why??? Also, there is no explanation for the " other fee payment ''. What does this other fee payment mean??? I have tried to resolve this numerous times by calling in but as you know no one in this company is accountable for anything. No one can explain to me what are these other fee payments.
It is this Mortgage companies bad practice not to make anyone accountable for any information given. I have several emails from NewRez they all come from a General Email box with no contact name. It is so sad that this PATHETIC MORTGAGE THIEVES are allowed to exist.
I need to know why are we constantly behind in payments with this Mortgage thieves when we are constantly paying out money to them. Notice that you will not find one missed payment but yet we are behind not sure how this happens. We have MASSIVE documentation to show our payments throughout the entire time this mortgage has been transferred.
This is a recurring issue with NewRez and it really does not help that our Mortgage has been transferred numerous times. Apparently in the process of transferring our Mortgage accurate payment history is NOT transferred.
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| 05/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I really need your help urgently. In the nutshell, I obtained a mortgage from XXXX that was transferred to Shellpoint Mortgage Servicing/NewRez LLC. In total, I made four payments : one to XXXX and thee to Shellpoint Servicing on time according to their statements. On XX/XX/XXXX I noticed incorrect principal balance that did not reflect all payments that I made. I have called multiple times with follow ups to fix this issue and as of today, XX/XX/XXXX all my payments got removed from my payment history, I got late charge fee assessed and my principal balance got increased as if I made zero payments. I need help to resolve this ASAP. I have a closing on Monday, XX/XX/XXXX to payoff this loan in full, but I cant due to my payments not being applied. It seems that no one in Shellpoint Servicing is willing or want to help. Today, when I called again to Shellpoint Servicing, Customer Care Representative XXXX XXXX ext XXXX, has repeated the same thing as other reps before, that they are working on this issue. Here is a full details info : 1 ) I obtained a conventional mortgage from XXXX ( NMLS XXXX ) in XX/XX/XXXX for {$390000.00}.
2 ) On XX/XX/XXXX I have made first payment to XXXX for {$2200.00} ( bringing my principal balance to {$390000.00}, bill due date was XX/XX/XXXX with grace period until XX/XX/XXXX ) 3 ) Around XX/XX/XXXX my loan got transferred to ShellPoint Mortgage Servicing/NewRez LLC ( NMLS ID is XXXX., Main Office NMLS ID # XXXX, Branch Office NMLS ID # XXXX, Investor XXXX-XXXX NMLS XXXX ) 4 ) On XX/XX/XXXX I made a payment of {$2200.00} to ShellPoint Mortgage ( bringing my principal balance to {$390000.00}, bill due date was XX/XX/XXXX with grace period until XX/XX/XXXX ) 5 ) On XX/XX/XXXX I made a payment of {$4500.00} to ShellPoint Mortgage ( bringing my principal balance {$390000.00}, bill due date was XX/XX/XXXX with grace period until XX/XX/XXXX ).
6 ) As of today, XX/XX/XXXX, my account in Shellpoint Mortgage Servicing shows Principal Balance of {$390000.00}, zero payments that I made and {$45.00} late fee.
I have called them on XXXX XXXX,XXXX,XXXX,XXXX,XXXX,XXXX & XXXX XXXX,XXXX,XXXX of XXXX to try to resolve this issue without success.
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| 05/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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I am writing you as a last resort and hopes of solving my issue with Shellpoint Mortgage company. They became my mortgage lender in XXXX of 2020, after Ditech Financial sold my account to them. Around XXXX of 2020 I received a letter requesting proof of insurance for the months of XXXX and XXXX of 2020. I immediately contacted XXXX XXXX and they faxed the policy information to Shellpoint. However, they have continued to charge me an escrow as if I did not have insurance coverage. They are using my house payment to pay the tacked on escrow charges to pay for insurance they added that was not needed because I already had coverage. Therefore resulting in late fees/missed payments ; when in actuality my payments are being paid on time each month! This has caused my credit score to plummet drastically, because they are reporting to the credit bureau that I have late or missed payments. I have tried multiple attempts to contact Shellpoint to rectify this issue without success. Each time explaining the issue with no resolution. They have promised to open cases to look into it and nothing has occurred. I have even had the insurance company fax them the information multiple times. I have been dealing with this for over a year. They are now threatening to foreclose on my home for a mistake they are responsible for. I can't afford to pay them monies that I do not rightfully owe! I have attached the initial letters they sent regarding my insurance. Each time I reached out to XXXX with whom I have coverage, who, then in return faxed proof of my coverage to Shellpoint. I have also attached my insurance declaration that proves I never had a lapse in my insurance and they should have never added escrow to my account to cover insurance they provided. I have also included a screenshot of my credit report with negative marks. I can also provide on request, proof of my bank accounts where the payments have been made on time each month, I have not missed nor been late on any payment. I don't understand how this company is allowed to continue to operate, when there has been numerous complaints and lawsuits regarding the same escrow issue. I would like to get this issue finally resolved.
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| 02/22/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Shellpoint mortgage servicer was assigned to two of the properties that my XXXX just refinanced. I got married in XXXX. Before getting married i called shellpoint that please let me know if i owe any payments for XXXX on my home in XXXX XXXX XXXX XXXX, NY since my loan was transferred to your servicing. They told me nothing was due. Then i went on with my reception and honeymoon. When i came back. I received a mail that i was late for XXXX. I called and made payment for XXXX and XXXX. They told me everything was fixed and things like this happen due to transfer of servicing.
I refinanced another home in XXXX XXXX XXXX. XXXX XXXX NY.
Shellpoint is still the servicer. They send me mail stating {$0.00} is due for XXXX. When i call them to confirm they tell me the mail sent was wrong and they are sending another mail with correct amount. That was on the XXXX of XXXX and payment was due on XXXX of XXXX. I still havent received my correct statement and neither have i received a call back after making multiple inquiries and today is XX/XX/XXXX.
On XX/XX/XXXX, i get a notification from my credit card company that i have defaulted on my payment on XXXX XXXX XXXX XXXX, NY home. I have lost over 100 points in credit scoring and my debt has increased by {$190000.00}, the mortgage amount.
To make matters worse, i have multiple properties that are currently under underwriting process of refinance and they cant close because my credit doesnt meet the requirement anymore. I am losing hundreds of thousands of dollars in equity if i do not refinance and that money is necessary to keep my new business going. I risk of losing those homes to foreclosure because they are paying interest rates as high as 13 %.
I could lose in excess of {$2.00} million in property value because of negligence of shellpoint mortgage. My XXXX is a public benefit XXXX, i XXXX XXXX to XXXX XXXX XXXX and XXXX, these servicers are increasingly outsourcing or using too much AI that a common miscommunication can create a mistake that can cost millions.
I will lose all my properties if this persists and i want to know who will be held responsible for this negligence.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 08/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I received an email that my mortgage was purchased by NewRez less than one week before the end of the month of XXXX and that my XX/XX/XXXX payment should be to them but they provided no account number. My automatic payment was already going to my previous company due to the timing. When I received an account number five days after this due date, I emailed NewRez to find out about the transfer of the XX/XX/XXXX payment. A week later, I received an email stating that only {$1200.00} was wired over so it was not applied and I owe them the full {$2100.00} and would owe a stop payment NSF fee. The email stated I couldnt reply but could call. When I called on XX/XX/23, I was told that it shows a transfer of {$1200.00} and none of that applied. I was told to call XXXX XXXX instead. I immediately called and it was escalated in their system to a supervisor named XXXX. He stated it clearly wire transferred to NewRez the full {$2200.00} and had a confirmed wire transfer number. He offered to call NewRez with me and we conference called. After explaining to another new customer service person at NewRez the situation, I had to ask her to escalate the call. We were transferred to a XXXX XXXX who stated that my first call prompted the {$1200.00} transfer to apply but I was late on full payment. XXXX gave him full wire transfer confirmation number. XXXX did not look it up and just said somebody would look into it. XXXX refused to give me or XXXX his contact number and just told me to send a picture of my bank statement indicating I paid. On XX/XX/23, XXXX called me from XXXX XXXX to conference call again. We called NewRez and had to explain story again. I was out on hold only to have person come back and confirm what I had just said but nothing more. I asked for XXXX XXXX and was told it was impossible to get transferred directly. I asked how I would find out any resolution and was told to check online. I noted I was told via email I would be in default and XXXX from XXXX XXXX had to tell NewRez about the 60 day grace period for the mortgage servicing purchase. How can this company be in business without the capacity to read a dollar amount correctly or be bothered to look it up?
|
| 12/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
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I having been experiencing financial hardship due to loss of employment since XXXX which caused me to fall behind on my mortgage payments. I contacted XXXX, mortgage service provider, back in XX/XX/XXXX and made a payment from XX/XX/XXXX through XX/XX/XXXX. I still had an owed outstanding payments for XXXX-XXXX XXXX in order to bring the loan current. I contacted them in XXXX to make another partial payment for XXXX-XXXX it they wouldnt accept my payment they wanted the entire amount. I found employment in XX/XX/XXXX but still didnt recoup enough catch up earnings to pay the current missed payments. My home is in active foreclosure. I have been contacting XXXX to find out about the balance and affordable repayment options. Each time I contacted XXXX to find out the current amount owed the figures continued to change with each representative that I spoke with. The last communication I had with XXXX was on XX/XX/XXXX prior to their relinquishing my mortgage to New Rez aka Shellpoint Mortgage effective XX/XX/XXXX because they were going bankrupt, the amount reported to me was {$16000.00} not including the reinstatement fees. I was advised by XXXX to contact the attorney XXXX, XXXX to find out the reinstatement fees for attorney costs. I contacted the attorneys office on XX/XX/XXXX and spoke to XXXX and sent them an email as they instructed in order to obtain the quote for reinstatement fees. I had not received any response. On XX/XX/XXXX, I decided to contact Shellpoint Mortgage. After being bounced around, I was advised by the representative tha my monthly mortgage increased from {$1700.00} to {$2300.00} and I have to pay {$25000.00}, not the {$16000.00} that XXXX told me I owed. This figure of {$25000.00} still did not include the reinstatement fees from the attorneys office. I told them I could pay the {$16000.00} but I did not have the {$25000.00}. They told me to contact my point of contact person XXXX XXXX. I dont know where the extra fees came from and what changed in 2 weeks with my original communication with XXXX. I dont know what am paying for but Im stressed out & I feel like Im being ripped off by these companies. Please contact me at ( XXXX ) XXXX.
|
| 08/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American, Servicemember |
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XXXX XXXX, 2016 Attention : Consume Financial Protection Bureau RE : ShellPoint Mortgage Service Corp.
XXXX XXXX XXXX, XXXX XXXX Subject : Loan Modification [ XXXX ] Loan # XXXX To Whom It May Concern : My name is XXXX XXXX, I 'm filing an official complaint against the ShellPoint Mortgage Service Corporation who contacted me two months ago regarding my loan that is now in their possession. I attempted to work with them by letting them know that I would like to modify the loan to an amount that I can afford but they informed me that I can only do the following a repayment plan, short sale, transition assistance or pay the loan off completely. They are unwilling to work with me.
For over five years I was contacting XXXX XXXX XXXX, to attempt to modified the Loan and every occasion they were refusing to speak to me because my name is Not on the Loan. My deceased husband XXXX XXXX XXXX was the only name on the Loan Note and I hold the DEED of TRUST in my name.
In last two months after I received a several letters from ShellPoint letting me know that they are now handling the services on the loan and they are unwilling to work with me to modify the loan so I have contact XXXX for them to me assistance in Modifying my loan.
XXXX XXXX XXXX is the Loan consultant and contact person at XXXX who is trying to work with me on this matter. However, ShellPoint continued to refuse to provide XXXX or myself with any information on the loan because XXXX of their ShellPoint rules, unless I take actions on their recommendations which are the following : repayment plan, short sale, transition assistance or pay the loan off completely.
XXXX is working on a modification plan which will allow me to stay in my home that my deceased husband and I purchased together. I really want to stay in this home, I am retired and over the age of XXXX and with my retirement checks I have the means to make payments on my home as long as the loan is modified.
Please advice me of my rights in this matter and I hope with your assistance and support it will allow me stay in my home.
Again, Thank you in advance, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX Email : XXXXXXXXXXXX
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| 10/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX We started a short sale with ShellPoint on XX/XX/30. We have faxed them multiple items since then, including an offer, HUD, Authorization, Financial Statement, etc and many other items needed for a short sale. We have contacted them multiple times for an update on the status of the short sale. Finally, today, we were given a generic list of items needed for a short sale. The rep didnt even bother to look at the file or check to see which documents they have received. XXXX**WHAT HAPPENED TO THE DOCUMENTS WE HAVE BEEN FAXING THEM FOR THE LAST MONTH??????????? I attached the package here since filing a CFPB Complaint seems to be the only way they will acknowledge the documents we have submitted.
-- -- -- Considering it has taken weeks to get a response out of ShellPoint it is obvious they are purposely delaying this process, or they are just SO IMCOMPETENT THEY NEED TO BE SHUT DOWN. -- -- -- -- Originally they contacted someone that WAS NOT AUTHORIZED and spoke with them regarding moving forward on the short sale *****THIS IS HIGHLY ILLEGAL AND A VIOLATION OF THEIR CLIENTS PRIVACY AND THEIR SERVICING OBLIGATIONS. ****** This extreme incompetency with ShellPoint has been going on for years. We have to file a complaint on EVERY SINGLE SHORT SALE WE DO WITH SHELLPOINT USUALLY MULTIPLE TIMES!!!!!!!!
When is this going to stop?? We are headed towards another downturn and ShellPoint is UNIQUELY UNQUALIFIED to survive in this coming downturn. Every phone call with them turns into a charade of inability to forward to the appropriate person, no one is able to answer our questions, there are no notes in the file and getting disconnected because they do not have the appropriate resources for their staff. It was clear from their first items we faxed to them that this was going to be a short sale yet NOTHING HAS BEEN DONE AND NO ONE WILL ANSWER ANY QUESTIONS ON THIS AND THIS HAS BEEN GOING ON FOR A MONTH!!!!!! This is UNACCEPTABLE AND NEEDS TO STOP IMMEDIATELY.
I want the documents we have submitted to be reviewed, an accurate list of items needed for the short sale, and the short sale to be moved forward appropriately.
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| 11/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Trying to communicate with the company to fix an issue with the loan closing
|
|
Web |
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Closed on the sale of my home in XX/XX/2023. This was a short sale negotiated by a third-party company, the XXXX XXXX XXXX The loan administrator, Shellpoint, was not open to negotiating a payoff amount that was sufficient to meet my requirements.
As a compromise, the third-party negotiator made an agreement on my behalf with Shellpoint to endorse an insurance check for damage to the home ( check made out to me and Shellpoint ) and allow me to keep the funds. This was verbally negotiated via my realtor, the third-party negotiator, and me.
After closing, as agreed previously, I mailed the unendorsed check to Shellpoint, with the understanding that they would endorse it and mail it back to me. When I called to check on the status after several weeks, they said it was on its way to me, and I should receive it in XXXX days. This was in XXXX.
I never received the check. After numerous attempts to determine what had happened to the check, Shellpoint finally disclosed that they had deposited the check into their account without my endorsement, stating that it was an offset on the short sale and that they were keeping the money.
I obtained a copy of the deposited check from my insurance company. It clearly states on the back of the check that it must be endorsed by all parties. Shellpoint had not obtained my endorsement and had, in fact, simply stamped the back and sent it through.
Neither Shellpoint nor the XXXX XXXX will acknowledge that there was an agreement. In fact, the negotiator at XXXX XXXX, when questioned by his supervisor about the agreement, denied that he made such an arrangement.
I have emails indicating his awareness and his willingness to reach out to Shellpoint when I told him what they had done.
I don't know which avenue to pursue from here. My realtor, who was aware of and participated in the negotiation, has attempted to reach the supervisor at XXXX XXXX, who has not responded.
I think that the bank that accepted the check without proper endorsement might have committed some violation. I am not sure about Shellpoint or XXXX XXXX, since it was a verbal agreement. As I previously stated, my realtor was a witness to the verbal agreement.
|
| 10/26/2022 |
No |
- Debt collection
- Mortgage debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
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|
Web |
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1. Our mortgage payment was made in a timely manner via NewRez.com online payment portal at XXXXXXXX XXXX eastern time zone on XX/XX/2022 in the amount of {$1100.00}, but due to the natural disaster Hurricane Ian some communication facilities were not available to us as we were in XXXX Florida assisting with disaster response ( Internet & cell reception ). We called the next day confirm payment, NewRez said payment was received but marked it late. We believe this is in error.
XXXX. We believe this error creates civil liability for NewRez LLC dba ShellPoint Mortgage Servicing under Title 15 USC 1681o, Title 15 USC 1681n ( B ) ( 2 ) ( a ), and USC 1693 ( h ) ( b ) ( 2 ) and 1693 ( h ) ( c ) due to inaccurate credit reporting to credit bureaus.
XXXX. XXXX XXXX XXXX XXXX is requesting documentation of all banking documents/ agreements/ contracts/ financial instruments any other communications either written, typed, emailed, recorded or otherwise associated with loan # XXXX originated on XXXX and the estate seeks validation of this debt pursuant to 15 USC 1692 ( b ) 4. On XX/XX/2022 XXXX XXXX XXXX, was appointed ATTORNEY GENERAL in fact over the entity known as " XXXX XXXX XXXX '' ESTATE and revoked all previous powers of attorney, and disaffirms any and all contracts and/or powers of attorney previously entered during infancy. ( See attached document ) 5. NewRez LLC dba ShellPoint Mortgage DOES NOT have permission to use the trademark XXXX XXXX XXXX to conduct ANY business transaction or send data via mail, electronically, telephonically or by any other means to any 3rd party until further notice. ( SEE ATTACHED FEE SCHEDULE & TRADEMARK ) 6. NewRez LLC dba ShellPoint Mortgage Mortgage DOES NOT have permission to use the social security number attached to the entity XXXX XXXX XXXX XXXX XXXX XXXX ANY business transaction or send data via mail, electronically, telephonically or by any other means to any XXXX parties until further notice. ( SEE ATTACHED FEE SCHEDULE & TRADEMARK ) We would like a swift resolution on this matter by XXXX, XXXX Please send all requested documents to : XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX
|
| 12/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I have been dealing with Shellpoint mortgage for a whole year. My loan was transferred to them from XXXX. When my mortgage was transferred, my monthly payment went up {$100.00}. I have been working with XXXX XXXX which is a service that is appointed by the state of NC that assists when you are behind in your mortgage. They send in all paperwork for modification and handle all aspects. I had health problems so I fell behind in my payments so XXXX which is my counselor at XXXX XXXX helped me complete my paperwork for modification and sent everything into Shellpoint and XXXX because I was transitioning to Shellpoint at that time.
The person working with me at Shellpoint initially was XXXX XXXX then it switched over to XXXX XXXX. I was initially told that all of the documents were not received, so XXXX sent them in again as well as updated income documents.
A few months went by and still no response from Shellpoint in terms of the modification then we were affected by COVID and my whole state shut down.
I had been talking to XXXX XXXX and she told me that she didn't know anything about the information that was discussed prior to my case being transferred to her. She claimed she didn't even know that we sent everything in and that her point of contact for my file was XXXX XXXX. This company has been giving me the runaround. They did a forbearance on the property but XXXX XXXX didn't even bother to tell me that it was approved. I have sent multiple emails that were never responded to as well as called but I can never get anyone on the phone. In fact one of the few times XXXX XXXX responded to me, she claimed that she called me in the middle of the emails but I was messaging her from my cell phone and my phone never rang.
I think this company is not doing what they are supposed to in regards to helping the consumer. A modification should have been completed a long time ago because they had all of the necessary paperwork that was sent in by an agency working for the state of NC.
I have been doing everything in my power to save my home, especially during this pandemic but this company doesn't even want to follow the procedures put out by the government.
|
| 05/24/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Newrez LLC/Shellpoint Mortgage has failed to replenish and service our escrow account after erroneously taking money out to pay a private flood insurance due to them making an error paying our actual flood policy in a timely manner.
Although the company finally acknowledge and paid for damages due to the mistake of not paying our policy and replenishing some of the money taken out of our escrow savings, the company has failed to refund the amount back to escrow of {$1100.00} withdrawn on XX/XX/XXXX.
We have made numerous calls and spoken with many supervisors, all promising that it will be returned to the account as it should be since it was never meant to be taken out. This has been ongoing for 4 months since XX/XX/XXXX with no resolution nor the promised callbacks to verify for us that it has been completed and funds returned. The account does not reflect the amount of {$1100.00} being refunded anytime since then.
An amount of {$2300.00} was returned on XX/XX/XXXX but the rest still not put back and ever since then it has been a circle of promises and no paperwork showing to us, the homeowners that this is completed.
This has affected our monthly payments due to creating a shortgage which the company has assesed in a 12 month period, thus in turn making our mortgage higher. This is unnaceptable as we have never made a late payment to our account. If we paid late on the account any lender would want their money no matter what, to even go as far as take the house from us. We only expect better from our lender and so far is a hit or miss.
We are tired of being lied to and having our escrow money mishandled in such a manner and are asking for assistance in this matter once and for all. Otherwise, we will have to be forced into legal means of fixing this problem as once again, it has created unwanted shortage of escrow, made our monthly payment go up and not returning funds that do not belong to the servicer is to be considered theft and a crime. The servicer was sent a complaint already and letter of error before. Lender fixed that problem but created another, so this is the second and will be the last time before legal recourse is taken by us.
|
| 10/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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On on or about XX/XX/XXXX I contacted my mortgage servicer by phone, Shellpoint Mortgage Servicing, to request an escrow analysis because I have {$6500.00} in my escrow account after my city taxes have been paid. My city tax and fee bill of {$5600.00} was paid in full to the City of XXXX, VA on XX/XX/XXXX and thus I have paid my taxes in full for XX/XX/XXXX totaling {$11000.00}.
I am requesting that the balance be returned to me as I already have an escrow portion of my monthly mortgage that will sufficiently cover my first half XX/XX/XXXX city tax and insurance payment. If, for example no surplus is returned to me, by the time my city taxes are due again in XX/XX/XXXX I will have approximately double what I need to cover escrow items.
I contacted Shellpoint Mortgage Servicing again on XX/XX/XXXX by phone after they sent me only a very small check for {$150.00}, which wasn't close to the amount I expected to receive since my taxes have been paid. After multiple failed and shifting explanations to reconcile why they could not provide me with my surplus escrow, they requested I send them a screenshot over email of the publicly accessible XXXX City website showing that my taxes and fees have been paid in full for XX/XX/XXXX, something their own escrow department would have been able to access. I sent them a screenshot of this information on XX/XX/XXXX.
On XX/XX/XXXX I received an email in reply stating that I am welcome to pay my taxes independently but that they would not do an escrow analysis until the annual analysis was due. Further, Shellpoint would not update my tax info and that they would continue to pay my tax bill without reference to the fact that it has already been paid ( XX/XX/XXXX ) and that payment predated their most recent mid XX/XX/XXXX escrow analysis. Both facts that I have communicated on several occasions and facts that should have been revealed in their escrow analysis.
I am simply requesting that the surplus be returned to me. I understand that they can not hold more than 2 months cushion for escrow purposes. Instead they are telling me that I can not get my escrow surplus returned to me at any point in the near future.
|
| 08/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Around 15 days before the end of XXXX I received a form letter from XXXX XXXX informing me that our mortgage was sold to New Rez LLC and that beginning XX/XX/XXXX no payments would be processed by XXXX XXXX. Other than providing a mailing address for payments and instructions to update our homeowners coverage with the new mortgage company the letter provided no information on what to expect from New Rez. I have been left to assume that there is no change in our account number, but this is not at all clear from the communications.
It is now XX/XX/XXXX and we have yet to receive ANY communication from New Rez, a company we had never heard of, and which I understand from my own research has extremely low customer satisfaction ratings and many complaints filed against it. XXXX XXXX was horrible to do business with ; now we can anticipate even worse service.
Isn't New Rez accountable to provide some kind of communication to borrowers, in a more timely manner than after the payment due date? We have not received a monthly payment notice from them or any other communications. There is no email address for customer service provided by the form letter we received from XXXX XXXX, and no way to figure out if our account has actually been re-established at New Rez.
They have also put on my back responsibility to update my homeowners insurance company. It boggles my mind that I have to do ALL OF THE WORK when they are making good money on my business and putting me through considerable stress and hassle to help them do so.
With something as important as a mortgage payment, I feel as a customer and homeowner and borrower the lender should be accountable to provide clear, proactive communications to ensure this transition is handled with no inconvenience to me as a profitable customer of these companies. This is the second time our mortgage has been sold and it is incredible how we get passed around, " sold '' like a piece of meat ; these companies doing these deals owe their customers more!
I hope you will hold both XXXX XXXX and New Rez accountable for handling borrower communications when servicing rights are sold in the best interest of people like me.
|
| 11/11/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
- Application denials
|
|
Web |
|
|
NewRez LLC/Shellpoint continues to openly defy and ignore new XXXX regulations despite of their full knowledge of the fact that cumulative cap does not apply to disaster payment deferral or a XXXX payment deferral.
( See attached exhibit A and B ) Simply stated the prior XXXX XXXX payment deferments are NOT included in cumulative cap and can NOT be used as a basis for denying the current 3 months deferment request.
NewRez LLC/ Shellpoint does the OPPOSITE. NewRez LLC/Shellpoint uses a prior XXXX XXXX payment deferment as a basis for denying the current 3 months request.
I have not used any of the XXXX allowed to be deferred 6 months of payments based on XX/XX/XXXX XXXX guidelines.
XXXX regulations specifically exclude prior XXXX XXXX issued deferments as a basis for which NewRez Shellpoint can deny the current 3 months deferment request.
There is NO CAP that Shellpoint can rely on to to justify their refusal to provide a current payment deferment because cumulative cap does not apply to disaster payment deferral or a XXXX payment deferral.
XXXXwRez LLC/ Shellpoint simply ignore the fact that the previous 21 months XXXX XXXX deferment as a result of XXXX XXXX XXXX shut downs which had occured as a result of nationwide disaster and Gov. XXXX executive Orders related to XXXX shut downs and shelter in place and XXXX XXXX deferment can NOT be used as a basis for You have exhausted the maximum amount of allowed deferred payments ; therefore, the loan does not qualify for an additional XXXX deferral due to XXXX. ( Shellpoints prior letter dated XX/XX/2023 ).
NewRez LLC / Shellpoint continues to operate in direct violation of federal regulations despite of their full knowledge of the exclusion of the cumulative cap on disaster payment deferral or a XXXX payment deferral.
This is a formal request for NewRez LLC / Shellpoint to further elaborate on to why NewRez LLC XXXX Shellpoint continues to fail to exclude the cumulative cap on disaster payment deferral or a XXXX payment deferral when NewRez LLC / Shellpoint is aware that as per XXXX regulations the cumulative cap does NOT apply to disaster payment deferral or a XXXX payment deferral.
|
| 10/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I had a mortgage with XXXX which was open XX/XX/XXXX and was a XXXX XXXX mortgage. XXXX of XXXX NewRez bought the servicing of my mortgage and this is were things went down hill. My mortgage payment was only XXXX XXXX XXXX and I paid my own taxes and insurance on my own. XXXX was trying to collect for an escrow account. They even paid my taxes XXXX time and I paid them at the same time so they were paid XXXX It took me XXXX XXXX to get my tax money back. I talked to the head of XXXX customer service and they straighten this issue out. They promised me I would not have escrow and I would not ever have a XXXX XXXX late payment on my credit because I was making my XXXX XXXX XXXX payment of XXXX and they were looking for {$1600.00} to cover the escrow money. I paid the loan in full XX/XX/XXXX and just ran my credit and they put a XXXX XXXX mortgage late on my credit for XX/XX/XXXX. I called them and emailed them like they asked me to do and they say I was late and there is noting I they can do about the XXXX XXXX late. It was there error and now I suffer. I know what happen. For XX/XX/XXXX payment they were looking for {$1600.00} and I only paid them my XXXX XXXX XXXX payment of {$1000.00} which is the correct payment. Because I did not make the escrow payment in XX/XX/XXXX they said I did not make a full payment and mark me XXXX XXXX late. I paid the loan in full in XX/XX/XXXX and I have a letter from them it is paid in full without lates. I need this XXXX XXXX mortgage late taken off my credit. I have been in the mortgage business for XXXX XXXX and own many homes and this is the worst mortgage company I have ever work with. I have NEVER made a late mortgage payment. I think they do not care about me anymore because I am not their customer any more. I am looking to get a heloc with another company and this late payment is stopping me from getting the loan. For XXXX XXXX I made XXXX payments on time with this loan. Why would I make the XXXX payment late. This is so wrong and I need action taken for the horrible customer service this company gave me over the XXXX XXXX they had my loan. PLEASE HELP!
XXXX XXXX XXXX XXXX XXXX number = XXXX Company = XXXX
|
| 06/22/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
We applied for a loan modification through Shellpoint Mortgage Servicing on XXXX/XXXX/15. We received a letter dated XXXX/XXXX/15 advising that they received the complete modification packet and it could take 30 days for a response. The letter also said that " your property would not be sent to foreclosure or if it had been started, we will not initiate a foreclosure sale. '' We received a letter dated XXXX/XXXX/15 from an attorney 's office stating we were in pre-foreclosure status. I called Shellpoint on XXXX/XXXX/15 at which time I was advised that we were denied for the modification and our only options were a repayment plan, short sale or foreclosure. We wanted to try a repayment plan however, he said there would be legal fees added in. I did n't think they should be because his letter said that it would n't be sent for foreclosure until a decision was made. He said I could send in an appeal letter disputing the legal fees being added to a repayment plan so I sent an appeal letter on XXXX/XXXX/15. I called on XXXX/XXXX/15 & XXXX/XXXX/15 and was advised it was still pending a decision in the escalation dept. We received a letter dated XXXX/XXXX/15 on XXXX/XXXX/15 from the escalation dept advising that our request for a modification would remain denied. I called on XXXX/XXXX/15 and stated that we were appealing the legal fees ; the customer service rep said he recognized that and was sending it back to the escalation dept for review. I called on XXXX/XXXX/15 checking status and to try to make a payment ; I was advised that it was still pending and that we were not " allowed '' to make a payment. I also confirmed again that foreclosure proceedings were on hold. We received a letter on XXXX/XXXX/15 from the attorney 's office advising that there is now a sheriff 's sale date for our property. I called Shellpoint on XXXX/XXXX/15 and he said the decision was still pending. He also said that the " sheriff 's sale was n't until XXXX/XXXX/15 so we should have a response from the escalation dept by then. '' I asked why there was n't a hold on it and he could n't say. I called the attorney 's office right after and she said there was no hold on our file.
|
| 08/06/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Older American |
|
The issue is with Shellpoint Mortgage Servicing reporting me in error 30-60-90 days late. When in fact I made all the payments they requested.
During the Covid 19 pandemic I chose to put my mortgage in forbearance since non of knew what the future would be. It was my understanding that the mortgage would be put on hold and when things were back to normal, they would put the loan obligations on the back end of the mortgage afterwards I would resume regular payments. Or find some other arrangement.
I called Shellpoint Mortgage, They where not very helpful or did not know what to do. I was told to go on line and fill out a form to get out of forbearance in order to renew my mortgage.I tried to explain to them that all I wanted was to put the missed forbearance payments at the end of my mortgage and start making my regular payment., I was told a gain to go online which I did.
They then told me me to make payments of {$1000.00}, which i did. It is a little less than my usual payment of {$1200.00}. It is a couple XXXX less than my normal payment which I offered to pay. I nor the Newrez person seemed to understand. I thought it my have something to do with my escrow account ( taxes an insurance ) Thats fine and dandy, I make ALL of the payment on time every time as I have for XXXX years without missing a mortgage payment.
I have a copy of my check registry to show I faithfully made the payments. ON TIME!
This issue is really messing up my life. My credit score dropped substantially preventing me from getting favorable rates on a HELOC or restructuring my credit cards, as the balance has increased due to poor cash flow from COVID 19.
I just dont see where I went wrong. I followed their instructions to a T. I thought we could put our mortgages in forbearance without penalties or consequences. Doesnt the CARES act protect me from not suffering harm to my credit rating during the period that I received the accommodation??
I did as I was told and and made the payments for a lesser amount for 3 months, even though I had No problem making my payment for the original amount.
I have copies of the debit transactions showing I made ALL payments on time.
|
| 03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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Shellpoint Mortgage Servicing Company handles my mortgage. My mortgage payment went up from {$260.00} to {$510.00} due to that. During that time my new taxes came up for the year. It was an increase of {$72.00} wihich comes to {$6.00} extra per month. Which should bring myu new payment to {$260.00} Shellpoint placed lender hazard insurance on my mortgage. Proof of my insurance was sent twice by my HOA on XXXX and XX/XX/XXXX to Shellpoint.. Finally on XX/XX/XXXX I spoke with an employee at the mortgage company and was told they have the proof of my insurance and the lender insurance was dropped. I got a credit of {$1000.00} on my account. I asked about when the corrected payment would go out. They said they have to order an escrow analysis. I called back on XX/XX/XXXX and spoke with another employee and was told again and escrow analysis needs to be done and it would take about 3 days and my new bill would go out.
I called back on XXXX to follow up. I was told by XXXX XXXX, the supervisor that I still needed to pay the {$510.00} for XXXX and by XXXX I would get my new payment amount. I told her I had a credit on my account since XX/XX/XXXX and why should I pay an incorrect amount because they can not come up with an adjusted amount in a timely manner.. She said I just have to pay that amount or my credit will be affected. I should not have to pay that amount and try to get a refund later. I can figure the amount myself. My taxes increased by {$72.00} and divided by 12 is {$6.00} extra per month. I sent that amount of {$260.00} to Shellpoint for XX/XX/XXXX. I made quite a few attempts over the month of XXXX to get the correct amount to make XXXX payment. They would not give it to me. So I did the figures and sent in payment for XXXX. I did NOT skip any payments. Shellpoint has been very inept in dealing with my accounts. In the past they had applied my payment to a different account and another time lost the payment in the system. It took quite a long time to clear that up. I do not want to go through that again to try to get a refund. My credit should not be in jeopardy since I made multiple attempts to clear this up and I did not skip any payents
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| 10/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I haven't received my XX/XX/XXXX mortgage statement from Shellpoint Mortgage servicing so I went online to get a copy of my statement ( statement date XX/XX/XXXX ). In the 'transaction activity ' section it stated that on XX/XX/XXXX I was charged a {$79.00} Late Charge due to not making a full payment by XX/XX/XXXX. Yet the same 'transaction activity ' section shows that they got a payment on XX/XX/XXXX a day before it was due. I called the XXXX phone number to speak with someone about why I was being charged a late fee and why my statement said I owed {$3700.00}. She looking into it and re-assigned my XX/XX/XXXX 'Principal Only Payment ' to a 'Regular Payment ' she also claimed to have taken the late charge off my account. She then asked me to check my account online and said it would show the changes she had made. As requested I checked my online statement which still showed that I had not made an XX/XX/XXXX payment and that I was late. She then told me it could take a few months for the change she requested to show up on my account. I then asked if I did in fact owe {$3700.00} as per my XX/XX/XXXX statement and she told me know due to the changes she had requested I should only owe my normal payment. I then asked if they would then issue a new statement to reflect that I didn't owe {$3700.00}, and she said no. I then asked if I could get something in writing stating that I didn't owe {$3700.00} on XX/XX/XXXX and she again said no. We also spoke of the fact that they had sent me a bill for {$120.00} in additional escrow owed in XX/XX/XXXX but for which they didn't cash my check till 3 months later in XXXX. She explained that it probably got lost in the mail. Ever since my mortgage servicing was changed from Greentree to Ditech to Shellpoint I have had problems with them properly posting my payments. They are always late and often mis-assign the over payments ( extra principal payment ) that I have made every single payment since the origination of this loan. I have over paid for almost 16 years now. I now have an XXXX FICO score and don't need a late payment on my credit rating due to Shellpoint mortgage improperly assigning my on-time payment.
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| 07/19/2019 |
Yes |
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- Trouble during payment process
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Web |
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We bought our current house in XX/XX/XXXX, XX/XX/XXXX NewRez bought our previous lender, NewPenn, and took on our mortgage loan. As of XX/XX/XXXX of this year NewRez increased our mortgage payment 25 % ( {$560.00} ) and they can not explain why. Our taxes did not increase and our insurance did not increase. They are claiming that they need a {$5400.00} starting balance in the escrow account and a required cushion of {$1600.00} in the escrow account and with those two amounts pushed the escrow account negative and are saying we have an escrow shortage now. They increased our escrow payment from {$800.00} to {$1300.00} a month. According RESPA they are not allowed to charge us any more than 1/12 of our annual escrow charges and can not keep a balance in the escrow account of more than 1/6 of the annual escrow charges. They are doing all of the above. Our property taxes and insurance premiums come to $ XXXX, divide that by 12 months and our escrow payment should be {$860.00}, and they increased our escrow payment to {$1300.00}. I don't even know where they got that number from. We have called them twice since we became aware of this increase and they can not explain any of the increases, all they say is they advice us to look at the escrow analysis, which is what we told them we were looking at when we were talking to them. They said there was not a supervisor who could explain the details of the loan to us. I was on hold for 15 minutes waiting for someone to get a supervisor and she came back and said no one was available but she talked to a " Lead '' and they said they can legally do what they are doing. I told her that according to RESPA they can not require me to deposit in excess of 1/12 of the total amount of estimated charges for escrow and she said that they can collect two months worth of mortgage. I have never had a mortgage lender increase my mortgage because they state they require a {$5400.00} starting balance and an additional {$1600.00} required cushion in the escrow account. They have increased our monthly mortgage payment from {$2200.00} to {$2700.00} and can not explain any of it to us. Nothing has increased in taxes or insurance.
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| 06/12/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Report provided to employer without your written authorization
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Web |
Servicemember |
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Ref : XXXX XXXX XXXX / Shellpoint Approximately 6 months ago, I refinanced my mortgage from a 30 yr term down to a 15 yr term with XXXX XXXX XXXX. On XX/XX/XXXX, I received a phone call from XXXX XXXX with XXXX XXXX. Through further conversation, XXXX advised, I had a lot of built up equity in my home and asked it I wanted to hear about some great options that were available to me. I told him " I MAY '' be interested in a 10-15k home equity loan in XXXX '' XXXX replied, I'll email some information to you. The conversation was literally 1-2 minutes in length. 2 hours later it was revealed he did a HARD Inquiry on my credit WITHOUT my permission and sent me a sales contract. At no time, did we even discuss rates or actual options. How he obtained my personal information i.e. date of birth/social security number is through their database when I completed my 15 year refinance loan 6 months prior. I immediately contacted XXXX XXXX via telephone when I received the email and left him 2 voicemails asking him why he pulled my credit, but I received no response. The next day, I contacted his supervisor, XXXX XXXX and filed a complaint. XXXX XXXX seemed receptive and stated, XXXX XXXX should have never pull my credit based on our conversation. On XX/XX/XXXX, XXXX XXXX sent me an email directing me to send an email back to him requesting the credit inquiring be removed from my credit report. I also generated a complaint with the XXXX XXXX XXXX ( Upstate South Carolina ) who contacted the company and relayed all information. complaint ID XXXX A few days later, I received a letter in the mail from XXXX XXXX XXXX XXXX Attorney stating their company did no wrong doing. Furthermore, he stated he spoke to XXXX XXXX and who advised I gave him consent. This is a TOTAL Lie. So, the whole process with the XXXX XXXX XXXX was just He said she said, with XXXX XXXX XXXX not admitting their employee was wrong. In addition, they never removed the unauthorized credit inquiring off my report. It affected my XXXX credit score and will remain in effect until XXXX. I NEVER INSINUATED OR DIRECTED XXXX XXXX TO RUN MY CREDIT OR WORK UP A SALES CONTRACT. Respectfully, XXXX XXXX
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| 05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am the current mortgagor of a property in Pennsylvania serviced by Shellpoint. On XX/XX/XXXX and XX/XX/XXXX, i received Notices from Shellpoint as a servicer for XXXX XXXX providing me with a notice of default and intent to accelerate due to my failure to make timely payments on my mortgage. Exhibit A. The Notices that Shellpoint sent to me, however, fail to comport with Sections 403 ( c ) ( 3 ) and 404 ( a ) of Pennsylvanias Loan and Interest Protection Law ( Act 6 ), 41 P.S. 101 et seq., because they fail to include statutory mandated language, including inter alia, that I had the right to cure my default and reinstate my mortgage at any time at least one hour prior to the commencement of bidding at a sheriff sale or other judicial sale. 41 P.S. 404 ( a ). As a result of Shellpoint and U.S. Banks violation of Section 403 ( c ) ( 3 ) of Act 6, everyone including myself are entitled to damages under Section 504 of Act 6. Muir v. AM Sols., LLC, No. 18-729, 2019 U.S. Dist. XXXX 129089, at *38 ( E.D . Pa. Aug. 1, 2019 ).
Further, the Notices that Shellpoint sent to myself and anyone else in pa violate 1692e ( 5 ), ( 10 ) and Section 1692g of the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 et seq., and Sections 2270.4 ( a ) and ( b ) ( 5 ) ( v ) of the Pennsylvania Fair Credit Extension Uniformity Act ( FCEUA ), 73 Pa. Stat. 2270.1, et seq., because Shellpoint : ( 1 ) Threatens to foreclose based on noncompliant Notices ; ( 2 ) Uses deceptive means to collect a debt based on noncompliant Notices ; and ( 3 ) Fails to include a debt validation disclosure in the Notices.
As a result of Shellpoint and U.S. Banks violations of the FDCPA and FCEUA, my patty thinks im also entitled to damages pursuant to Section 1692k of the FDCPA and Section 2270.5 of the FCEUA, as enforced under Section 201-9.2 of Pennsylvanias Unfair Trade Practices and Consumer Protection Law ( UTPCPL ), 73 P.S. 201-1, et seq. See e.g., Hall v. Nationstar Mortg., LLC , 255 F. Supp. 3d 625, 634 ( E.D. Pa. 2015 ) ( Denying Defendants motion for summary judgment in a class action alleging that their defective Act 6 notices constituted a violation of the FDCPA. ).
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| 04/07/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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to whom it may concern ; i 'm writing this note because i 'm looking for some guidance in dealing with a situation which i 'm unfortunately stuck in and can not seem to extricate myself from.
I started a mortgage modification process with XXXX almost 2 years now. while going through the modification process, XXXX apparently sold my mortgage to Shellpoint Mortgage Servicing with a P.O. in XXXX MI.
I was n't very comfortable with how the process was proceeding so I requested to resume my payments to avoid further delinquency while we get the modification finalized. they returned my payments stating they can not accept payments while going through the modification process.
here is the problems i 'm currently going through. repeatedly sent loan modification documents for 1.5 yrs now. bank keeps asking for more documents or claim they have not received documents sent.
I engaged the assistance of a mortgage counselor just to ensure that the problem was n't with me. we gathered the documents requested, but every time we 've been to court they indicate to the judge that they are still missing documents.
most recently I received an email from their attorney that my modification was declined because they did not get the information requested or there are documents provided in non pdf format and they could not view. when I saw the list of items they claim they did not get, it was the 1st time ever seeing them. in addition, I 've been submitting scanned documents in jpeg format for quite some time so not certain why after all this time they are not able to view. all this after receiving a letter from them on XX/XX/2017 that they 've " received your complete request for a loss mitigation program '', and they are currently reviewing the package to determine if the referenced loan qualifies for one of their programs. the notice i got from their attorney that they are missing information was on XX/XX/2017.
I 'm now submitting a request for an Order of Mediation with the courts, but I fear that the bank will continue with the same practice of not really evaluating the application while my principal balance continue to balloon.
Please help.
thanks
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| 01/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To whom it may concern, The file was originally submitted to Shellpoint mortgage back on XX/XX/XXXX and deemed complete and with underwriting pending a decision as of XX/XX/XXXX. The 10 day delay was due to waiting on the appraisal of the home ordered by the servicer. On XX/XX/XXXX the file was denied due to debt to income ratio but per my conversation with the assigned SPOC on the file XXXX XXXX the denial was so vague we submitted an escalation of the file to someone higher to get more information from the investor. We did not receive a response from the investor until XX/XX/XXXX in which they stated the following. The servicer used limited expenses not all of them were used in the review and the payment would have increased to XXXX a month if it was approved but it was denied due to NPV not income or DTI and stated they declined it after they looked at the fact there was a small amount of equity and also the amount of delinquency and the length of the delinquency. We requested at this time a payoff on XX/XX/XXXX and one was ordered because there was also a huge discrepancy in the amount owed by the client and per the SPOC they were charging the client future interest at the time of default. We did not receive the payoff until XX/XX/XXXX and once we were in possession of this document we requested a copy of the mortgage note XX/XX/XXXX as well to confirm the investor was allowed per that agreement to charge interest on the loan the way they were and not the way it was agreed upon. We did not receive the note until XX/XX/XXXX and after reading the note it is evident that they are not adhering to the terms of the loan according and secondly per CFPB guidelines everyone is entitled to one modification for the life of the loan. WE have more than one mortgage statement which reflects different balances as the default amounts are significantly different and also brought this to the attention of the servicer the balances needed to be fixed immediately as this would drastically effect the outcome of any modifications that could be offered at this time. There has been nothing but constant delays and handling of this file from the very beginning
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| 04/21/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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ShellPoint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX The investor, XXXX XXXX, is refusing to honor the servicer 's, ShellPoint 's, value of XXXX and insisting on receiving XXXX minimum net. This would make the purchase price XXXX ***** The investor is requiring the buyer pay XXXX OVER AND ABOVE FAIR MARKET VALUE for this property.
The agent had sent market comps to Shellpoint, using a price per square foot basis to reach the purchase price of $ XXXX. Shellpoint originally used comps that were NOT comparable- they were for much larger homes that were in far better condition. After a value dispute ShellPoint lowered the value to XXXX. The investor, XXXX XXXX is refusing to honor its servicer 's value. XXXX XXXX is demanding that based on their own comps.
The investor is XXXX XXXX. The servicer is ShellPoint. The CFPB 's role is to protect consumers. This is a clear cut case of the investor and its surrogates, aka servicers, attempting to extort the buyer by demanding a sales price higher than anything that has currently sold in the same condition in this community with the same square footage.
We want to reiterate that XXXX XXXX and its surrogates, aka servicers, forced the homeowners from this property telling them they no longer owned it and converted this property to a zombie foreclosure. Please review our XXXX CFPB complaint ( filed XXXX/XXXX/16 ) again. NONE of these issues have been resolved in any manner whatsoever.
XXXX XXXX and their surrogate 's actions have caused financial harm to the sellers in the form of XXXX dues that they are liable for under California law. This is not to mention the emotional toll this is taking on our elderly sellers living on a fixed income, who are being continually swindled by XXXX XXXX and their surrogates. It is quite possible that XXXX XXXX and their surrogates have violated multiple state and federal laws : 1. Illegal eviction 2. Constructive fraud 3. Illegally telling a homeowner they had no retention options on multiple occasions ... ..among others ... ..
PLEASE remember that XXXX XXXX has already settled in the amount of {$5.00} BI dollars for LOAN FRAUD.
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| 01/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez Mortgage also known as NewRez LLC has ignored my request to take my account out of escrow, even though my original note never had this as a requirement. I wrote my first letter to them in XXXX of XXXX after my mortgage was sold to them. Unfortunately, this year, they have taken almost {$4800.00} in escrow and although they claim they have paid my property taxes, they have not. As of today, ( XX/XX/XXXX ), they are still unpaid. I have a telephone recording where the representative assures me they were paid on the XXXX of XXXX. As I can see online, I'm not the only person this has happened to. XXXX XXXX XXXX? XXXX In XXXX of XXXX I was suddenly unable to make my mortgage payments online due to an " invalid bank account number, '' even though I have had the same bank account number stored ever since my mortgage was sold to them in XXXX of XXXX. As I suspected, this has affected others as well, as they are charging late fees when customers are unable to complete their payments online. In the same recorded phone conversation mentioned above, I have the same customer service representative stating that on XX/XX/XXXX, someone notated something to the effect in my account that this issue was fixed, however, it was not. I was unable to make my XXXX payment online and had to call to make my payment over the phone.
This company appears to be profiting off of their dishonest practices of supposed " technical glitches '' that they promise to fix, but do not fix, and all the while they are charging late fees. Additionally, I am ALARMED at the amount of people who are complaining online, ( of which I am one ), about NewRez NOT paying property taxes and/or insurance for which they have collected the money.
I can not afford to pay my property taxes twice. I am in Texas, and with a property tax bill that is almost {$5000.00}, I would have to come up with another {$5000.00} right now in order to pay again. Additionally, this puts a worse tax burden on me as now my property taxes were not paid in XXXX. Is there anyone who can help me get released from escrow at NewRez and force them to pay my taxes with the money that I have already paid them?
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| 12/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have my mortgage with ShellPoint Mortgage Servicing. I make my payments on time every month through automatic ACH withdrawal. For the month of XXXX, they failed to apply my payment on time which then caused a waterfall of issues that now have hit my credit report. When i initially spoke to them on XX/XX/XXXX, the indicated that they identified the issue and sent a request to correct the issue and apply the payment. They also indicated that this would not impact my credit report. On XX/XX/XXXX, i started getting notifications from all of my credit monitoring software apps indicating that there was a change in my XXXX XXXX. Come to find out that Shellpoint did report this to the credit agencies as a late payment in contradiction to what they said they would do. When I contacted Shellpoint again on XX/XX/XXXX, I was told that they could see that there was an error and that I would not have to do anything. The rep that I spoke to indicated that he would send a request to have my credit report updated. I called back on XX/XX/XXXX to check on the status and spoke to a rep that told me that i had to send a request in writing to correct this error ( which was their fault to begin with ) and to have my credit file updated. After XXXX minutes of arguing with this person that I should not have to work so hard to get their mistake corrected, he indicated that the system was just updated to show that they sent the request to have the file updated. I asked to speak to a XXXX and of course XXXX was not available, but the rep I spoke to stated that " XXXX '' would call me back in XXXX hours later. Of course that did not happen, so I called back in on XXXX and asked to speak to a XXXX, once again XXXX was not available, but someone named XXXX XXXX was going to call me back. The level of incompetence and unwillingness to solve a problem that they created with any sense if urgency is dumbfounding. I am in a personal situation where my XXXX XXXX is critical, and I have spent my entire life paying my bills on time to maintain an above XXXX XXXX XXXX and for this mistake to tarnish it, with no regard to a sense of urgency to get it fixed is unacceptable.
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| 02/28/2020 |
Yes |
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- Trouble during payment process
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Web |
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NEW Rez, LLC took over the mortgage from XXXX XXXX on XX/XX/XXXX of XXXX. During this time I've left multiple messages and attempted to contact the comany multple times. I was never able to connect with an actual associate until the week of XX/XX/XXXX. During this week I contacted three separate associates and was told each time that a " complaint '' was submitted and that an associate would be in contact with me for a resolution. This never occurred. On XX/XX/XXXX I was on hold for nearly an hour and bounced between multiple associates but never to the correct department. During this time, for each new associate, I was asked the exact same questions and then transferred. Each associate said that a complaint was filed, however, upon transfer found that nothing was included. This company had an email address on file that I have not used since I was XXXX years old ( I'm now XXXX ) and acted like it was given to them by me ( it wasn't ).
The only thing that I need is to be able to log in and view my account details. I have the previous company telling me that I owe XXXX and New Rez saying I owe XXXX. I want to log in to the account and determine which informaiton is accurate. I also need to view my tax informaiton as NEITHER company sent this information to me and it's preventing me from filing for XXXX. Lastly, I need to verify that the escrow information is current and look over the taxes assessed for the upcoming year as the area was increased by 10 %. Without being able to view this information I'm not able to determine the new monthly rate that the mortgage with escrow would be.
This company is exceedingly difficult to work with and unprofessional to see the very least. It's not a huge request for the information provided to be accurate and funcitonal. Before assuming this volume of work they should have been prepared to actually service these loans well and have their website information accurate, functional and accessible.
Also - the phone number listed at the top of their webpage? That's a XXXX conference line. Apparently they need IT folks or to hire a company that knows what they are doing in web design and functionality!
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| 07/30/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was going to be put on a temporary furlough with my company stating XX/XX/XXXX - XX/XX/XXXX. When I contacted on the phone my mortgage company, NewRez, in XXXX, they informed me that don't worry about making the XXXX payment after I explained my situation and that I will receive more information from them about Forbearance.
My next point of contact ended up being XXXX who works for their debt collection part of the company. He informed me that in order to file for forbearance our account has to be behind a payment, so I didn't make any payment in XXXX. He told me I needed to wait until XX/XX/XXXX to request forbearance.
So I did, as they told me to. They reported our account to be delinquent to the credit bureau resulting in our credit going down XXXX points. They never once mentioned that they would be reporting us delinquent, they sent information that showed that but not until AFTER I did what they told me to do for the forbearance. Not once in my contact with XXXX did he mentioned the reporting of our account being delinquent or that it could affect our credit score if we did not make XXXX 's payment, which they basically told us not to do so they can put in forbearance.
I was working with them at the end of XXXX, they knew the dates and the only thing I asked was to get help with XXXX. They put in the request XX/XX/XXXX and didn't start our forbearance until XX/XX/XXXX. So the only months we needed help with, they didn't even help and are now going to be reporting our account again for XXXX as we don't have the funds to fully pay XXXX 's mortgage.
" XXXX. Non-delinquent borrowers were denied forbearance Under the CARES Act, forbearance has been open to borrowers who are current on their mortgages, but some applicants were told that only delinquent borrowers were eligible for it. As a result, some borrowers were instructed to only apply for forbearance after missing a mortgage payment. That was truly bad advice, because even a single delinquent payment could result in significant credit score damage. '' This is exactly what they had us do.
So we are now about to get hit with a SECOND delinquency to the credit bureau.
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| 08/06/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I received a notice prior to foreclosure from Shellpoint Mortgage Servicing, dated XX/XX/XXXX. The notice states I am two payments behind, each approximately $ XXXXThere is also a " XXXX XXXX XXXX '' of {$3200.00} on the notice. This charge does not appear elsewhere on my statement, and Shellpoint has failed to provide a written explanation of this charge despite multiple requests. Furthermore, this is a VA loan, and foreclosure is not allowed to begin until the loan is 90 days past due. According to my most recent statement from Shellpoint, I am not 90 days past due.
When I was granted a deferral from Shellpoint they did not send me any sort of confirmation paperwork. This lapse in communication is why I missed those payments. Since the loan is less than 90 days past due, I wish to discuss a payment plan to resolve those two payments. However, I dispute the {$3200.00} " XXXX XXXX XXXX ''. Shellpoint has also failed to send the required loss mitigation packet, for a VA loan that would be the loss mitigation packet specific to VA backed mortgages.
I have also requested reasonable XXXX accommodations from Shellpoint, in that any communication regarding this loan be in writing. On XXXX XXXX XXXX I requested via email to XXXX XXXX, the XXXX person assigned to my loan that communication be via email, and that Shellpoint suspend calls. This request was also made verbally several times both before and after. This request was not honored by Shellpoint, and they have continued to place calls to my personal phone as recently as XX/XX/XXXX. The correspondence I have received from Shellpoint says that I will need to call their number, which is not feasible, and they have provided none of the accommodations requested.
Despite the previous foreclosure being withdrawn, Shellpoint is still reporting to the public that my home may be a distressed property. This has drawn unwanted attention from several people, one of whom, who gave his name as " XXXX '' and said he was working " for the mortgage company '' showed up on my porch and refused to leave when asked. He was very belligerent, and threatened to break down my door and XXXX XXXX me.
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| 06/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX XXXX XXXX placed an escrow on my account in error. I received a letter from XXXX dated XX/XX/XXXX, explaining that it was an error, and that they are currently in the process of cancelling the escrow error. The cancellation, to my knowledge never occurred, due to the fact that I am still being charged an extra {$79.00} per month on top of my regular fixed rate of XXXX per month, plus Lender Placed Insurance of {$130.00}. My fixed contract, signed back in XX/XX/XXXX, states {$340.00} a month. I should be paying a total of {$480.00} including insurance per month. Let me now fast forward to the present XX/XX/XXXX. I received a letter dated XX/XX/XXXX from Shellpoint Mortgaging Services stating that the owner of my loan has entrusted them with the servicing of my loan, and the amount due is {$630.00} per month. I have contacted them multiple times asking for an investigation into the matter, in order to rectify the situation that has been draining me for more than a year. I presented XXXX ' letter explaining the error. They write me back, and I quote " Shellpoint 's records indicate that we have already received the same or a similar correspondence that we have already responded to. Since your additional correspondence did not provide any new or additional information for us to form the basis for a new investigation, our response remains the same. Therefore, we will not be conducting another investigation. '' end quote.
How can they get away with this. I live in a double wide trailer that I have been paying on for twenty one years, and have never missed a payment with the exception of last month XX/XX/XXXX. I am being extorted, and have been paying what they have put out for me to pay because I do not want to lose my home. I am extremely frustrated due to the circumstances of being continuously robbed every month. I can only hope this complaint does not fall on deaf ears, or blind eyes. I am attaching documents that I are pertinent, and discussed within this email. Also I am attaching an email that I sent to them in aggravation that is laced with a couple of profanities.
PLEASE SOMEONE HELP!!
Sincerely, XXXX XXXX
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| 06/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint Mortgage Servicing failed to pay our second half of XXXX ( due XX/XX/XXXX ) or first half of XXXX ( due XX/XX/XXXX XXXX XXXX DC real property tax bills, despite being obligated to do so and having collected {$12000.00} in our escrow account. On XX/XX/XXXX, the District of Columbia Office of Tax and Revenue sent us a notice of delinquency demanding payment of {$4800.00} by XX/XX/XXXX to avoid a tax sale of our home.
Immediately upon receiving the DC Tax and Revenue notice, on or about XX/XX/XXXX, we contacted Shellpoint Mortgage Servicing to demand that they pay our outstanding real property tax bills as they were required to do. Shellpoint acknowledged their failure, and admitted that they are, in fact, required to pay our real property taxes.
Nevertheless, despite the fact that our home is at risk of being sold at a tax sale due to Shellpoint 's failure to pay the tax bills as they are required to do, Shellpoint still has not satisfied our outstanding real property tax bills.
Shellpoint insists that they paid both our second half of XXXX and first half of XXXX real property bills on XX/XX/XXXX. However, as of today, XX/XX/XXXX, the Washington DC Office of Tax and Revenue still has not received the outstanding payments.
We have called Shellpoint repeatedly and are always given the same explanation : due to their own error, their internal system did not indicate that they were required to pay our taxes. They insist they have now satisfied our real property tax obligations, but the Washington DC government has not received that payment. We have asked Shellpoint to contact the DC Office of Tax and Revenue directly, and they insist that they are not able to do so.
We are exceedingly concerned that our home could be sold at a tax sale due to Shellpoint 's recklessness and disregard for their contractual obligations. We have no idea what to do at this point.
Shellpoint has put our livelihood and home, where we live with our two younger children, at risk. Yet they have not even so much as told us they're sorry. They are a horrible company and do not deserve the privilege of operating as a mortgage servicer.
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| 09/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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" My whole Family & XXXX XXXX XXXX XXXX XXXX XXXX & our Income has effected due to that reason. Moreover, I am under XXXX XXXX until XX/XX/XXXX as per my XXXX XXXX XXXX Hence, I request for a Forbearance Extension due to the reasons mentioned above & please forward my this request exactly as mentioned above in this paragraph to the Investor of my Mortgage Loan for Forbearance Extension. '' XXXX XXXX, Supervisor from Shellpoint Mortgage Servicing told me on a Recorded Line that she submitted my request to the Investors of my Loan when I spoke to her on XX/XX/XXXX but I failed to receive any response from her after sending her several emails. I request a call back & email response from XXXX XXXX.
I requested Management of Shellpoint Mortgage Servicing to contact me immediately & provide me the Law & Rules which states that I only can get 18 months of Forbearance Extensions irrespective of my XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX By FHA, Fair Lending Rules & Federal Rules Shellpoint Mortgage Servicing is Legally Obligated to share the Rules & Laws based on which they are declining my request for Consideration for Forbearance Extensions & not taking forward my request to the Investor of my Mortgage Loan.
I received Forbearance Extension for my other 2 Mortgage Loans beyond 18 Months. In one Mortgage Loan, I received Forbearance Extensions for 21 Months & another Mortgage Loans I received Forbearance Extension for 22 Months where those Loans are backed by XXXX XXXX XXXX XXXX XXXX respectively but unfortunately, Shellpoint Mortgage Servicing is not forwarding my request to the Investor of this Mortgage Loan who is XXXX XXXX. XXXX XXXX must have standard process for all Mortgage Loans. Hence, I request, demand & provide Legal Notice to Shellpoint Mortgage Servicing to forward my Forbearance Extensions Request to my Mortgage Loan Investor XXXX XXXX & let me know their response ASAP.
I also requested Lawfully to Shellpoint Mortgage Servicing to not charge me any Late Fees until my Forbearance Extensions Request is Pending with the Investor of my Mortgage Loan & suppress the Negative Credit Reporting or face Legal Actions.
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| 07/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Near the end of XXXX, I reached out to Shellpoint Mortgage Servicing to inquire about mortgage payment options on our personal home since we rely on income from our two rental properties. It was possible, in the near future, that our tenants may have difficulty paying rent and we wanted to know our options. I called the main phone number and reached a customer service representative. I was told that Shellpoint could not give me any options unless I filled out the online form. I filled out the form and waited for a response. Over the next few days I completed more research and realized that forbearance only put off the payments until the end of the forbearance period. This type of plan would not help me. I decided to not pursue any mortgage options through Shellpoint.
To my surprise, I received a letter from Shellpoint dated XX/XX/2020 stating that we were enrolled in the forbearance plan. I did not agree to that. On XX/XX/2020 I called my point of contact, but I could not get through and the mailbox was full. I called again on XX/XX/2020, XX/XX/2020 and XX/XX/2020 to get the forbearance cancelled and the automatic payments started again.
This, in it itself, wouldn't have been such a problem except that I was going through a refinance of my personal home at the same time. The new lender saw the " affected by natural disaster '' on my credit report and required additional documentation, assurances and time to evaluate. This credit report verbiage is code for Covid-19-related issues and the new lender was concerned about our ability to repay the loan. That verbiage should never have been on our credit reports and has resulted in payments of {$5100.00} in loan lock extension fees.
I'm including XXXX documents. The first XXXX is the original loan estimate for the new mortgage loan on our personal home. It shows the lender credits as {$10000.00}. The second document is the closing disclosure showing the lender credits as {$5300.00}. The difference in lender credits is due to loan lock extension fees. The third document is a letter I wrote to the new lender explaining why our XXXX loan was erroneously placed into forbearance.
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| 04/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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According to Consumer Rights Under the ECOA, the primary right consumers have under the ECOA is to receive a response on their application favorable or unfavorable within 30 days of receiving the application and if the application is denied, receive written notification of why it was denied. In our case, we submitted an application on XXXX for the refinancing of our primary residence over the telephone with a NewRez LLC Mortgage Consultant ( Evid : initial disclosure ). Our application was denied in writing, dated XXXX but received XXXX. Their mailing envelope has an internal postmark date of XXXX when it left the building and is included in the attachments. We received the rejection via US mail on XXXX or 51 days from the date of our live application, precisely 21 days past due. This excessive time delay has hampered our ability to timely seek out other mortgage companies offering comparable rates amid fast rising interest rates. Please note our credit scores are over XXXX. Our primary residence that we are refinancing has quadrupled in value over the 25 years we lived in our home. We also own XXXX investment properties with significant equity. The mortgagor, NewRez LLC, holds one of our investment property loans. The loan processor was delayed in requesting all documentation. Further note that communications and transfer of documentation was performed via telephone, email and via their online portal.
Files Uploaded : 1. NewRez XXXX XXXX ( zip file ) 2. NewRez late communication received XXXX requesting documents 3. Applicant 's email to Mortgage Consultant on XXXX requesting response on loan status 4. NewRez Late Rejection letter received XXXX ATTENTION : NewRez late request for documentation sent via USPS dated XXXX and received XXXX is uploaded here. We responded by sending three ( 3 ) emails on XXXX with our documentation. We further communicated the lateness of their request and failure of their portal to collect data. This evidence is critical for case evaluation. Since the EOAC portal for accepting documents is limited to XXXX, please provide an email to send files.
Thank you, XXXX & XXXX XXXX XXXX XXXX XXXX
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| 08/28/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Shellpoint received the loan on XXXX XXXX from XXXX XXXX. Prior to XXXX XXXX the loan was owned by XXXX XXXX XXXX. during this time I requested and excercised my rights for escrow removal. On XX/XX/XXXX, XXXX XXXX granted my request. There was a double pay of insurance and I made an agreement to repay the monies by paying an additional payments of XXXX per month including my monthly payments to XXXX XXXX XXXX. XX/XX/XXXX, XXXXI filed a complaint with Shellpoint escrow departmen about this matter.
The complaint # XXXX was created for to address this matter. All documents were sent and Shellpoint is noncompliant. There is NO escrow and I have been paying my own property insurance and taxes. Shellpoint is attempting to use bullying tactics which they have a reputation on forcing escrow and violating a borrower 's rights to which the borrowers has enough equity in their homes with no PMI such as myself to raise their monthly payments. Shellpoint stated that a modification was done in XXXX that is the reason why there is an escrow. That is false information and that modification holds no merit because of 3 factors 1.The modifcation was created under loan # XXXX, 2. the loan was sold back to XXXX XXXX XXXX were I was granted removal of escrow., 3. the loan was sold back to XXXX which there was a new loan # XXXX which voided out any modification from previous loan # XXXX and payments remained {$710.00}. Furthermoe loan number XXXX modification does not state that it was mandatory to hold an escrow. XXXX XXXX did not tell the truth, I was granted from XXXX XXXX. for removal of escrow account. I will be receiving the XX/XX/XXXX letter, proving that XXXX XXXX granted my request for escrow removal. Also the XXXX XX/XX/XXXX letter can be found in the loan documents that Shellpoint has in their possession.This agreement was in place a year before Shellpoint received this loan. This loan does not need an escrow analysis due to there is no escrow account. a In closing attached to this complaint, is evidence showing XXXX XXXX 2 different loan numbers when the loan was held by them. I also filed a complaint with FTC about this matter.
|
| 08/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My name is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. XXXX cell number.
My complaint is agains Shellpoint Mortgage, XXXX New Rez.
NewRez LLC XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Main Office NMLS ID # XXXX Loan # XXXX This company bought my loan XX/XX/2019 was my first payment to them. The original loan was for {$140000.00} and the appraised value was {$150000.00}.
Attached are the loan payments. On XX/XX/2019 I paid a lump sum of {$21000.00} to lower the principle to under 78 % of value. I have attached files.
I called to make sure my PMI was canceled, They made me do a written request which I did. I got a letter saying an appraiser would be contacting me in 7-10 business days. Well that didn't happen. After numerous phone calling and all kind of issues trying to talk to a person. I got a call in XX/XX/XXXX, from XXXX XXXX, a Broker from XXXX, not even in my market, did a " Broker Price Opinion '' yes, he is not an appraiser! Attached is his report.
His lack of knowledge of the area, he used 3 properties in the city limits. I live in an exclusive neighborhood. The home to the left of me sold for {$170000.00} in XXXX and the home to the right of me sold for over {$300000.00} this month.
They will not contact me back, I have left messages with XXXX XXXX, the Supervisor because my direct contact XXXX XXXX phone is now not working. XXXX.
Pay the Mortgage Down to 78 % of the Purchase Price Because of the Homeowners Protection Act, PMI now has a default setting This is a level at which it a lender must cancel it automatically. The mortgage servicer is required to drop your PMI coverage when the outstanding balance of your mortgage drops to 78 % of the original value of your home.
If the original purchase price on the house was {$200000.00}, your lender must cancel PMI when your outstanding loan amount drops to {$150000.00}. This is 78 % of {$200000.00}.
This should happen even if you do nothing in an attempt to remove the PMI. You must, however, be current on your mortgage at the time this happens. Otherwise the lender is not required to remove the coverage.
Please help, thanks, XXXX XXXX XXXX
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| 06/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Shellpoint mortgage has been refusing to pay my home insurance through my escrow account. On XX/XX/XXXX my husband died and in XXXX of XXXX I gave my mortgage company the death certificate, marriage license my identification and forms so that I could assume the mortgage that was in his name. The mortgage company approved the change around XX/XX/XXXX and my name was put on the mortgage. Abput 6 months later they started sending me billiing statements in my name and my deceased husbands name, two statements a month. A few months later the statements stopped coming in my name and all come in my deceased husbands name only. Now they tell me I can not assume the mortgage and when I call to make payments they give me a hard time and say I am not authorized to talk to them about the mortgage. In XX/XX/XXXX they refused to pay my home owners insurance because it is in my name and not my deceased husbands name. They said it doesnt matter if he is dead he still owns the house. If I pay the insurance I am worried they will just send me a refund check in my husbands name and the bank wont cash it because he is DEAD. On XX/XX/XXXX I spoke to a representative at Shellpoint with the last name of XXXX. She told me I was all set and they would pay the insurance within 3 days. They did not pay it. I called them on XX/XX/XXXX again and was on the phone for over XXXX hours. I sent an email with information attached to get the mortgage in my name which included ( 1 ) the deed in my name ( 2 ) the title in my name ( 3 ) my husbands death certificate ( 4 ) my marriage license ( 5 ) my state drivers license. The lady I sent it to said she would check to see if this was enough to get the payment made and said she has until XX/XX/XXXX to make the insurance payment. The payment was due XX/XX/XXXX. My insurance agent through XXXX XXXX XXXX in XXXX XXXX Michigan has also tried to contact Shellpoint. Today I called Shellpoint Mortgage to make a payment and the representative told me I can never assume this mortgage. She said I can also never make payments online because its not my home. I want to pay off my mortgage but if I do who owns my house?
|
| 10/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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I went into a forbearance plan in XXXX of XXXX when Covid hit. During this process i made sure to connect with my assigned contact to make sure that this would not affect me in any negative way. I was assured that there would be no problem fast forward to XXXX of XXXX my Forbearance was ending and i would resume my payments. I was specifically told my my point of contact that I would resume my payments in the month of XXXX so I called in to make my payment for XXXX. I was sent a loan modification agreement at the beginning of XXXX that needed to be notarized. Per my point of contact I was to NOT pay the month of XXXX because of the delay in getting the loan modification agreement. Since then i have received a total of 6 Loan modification agreements because of errors made either by Shellpoint Mortgage or the XXXX. I have sent everyone of these in ; in a timely manner. Because of others mistakes I am now paying the price which is not fair. Shellpoint Mortgage is reporting tho the credit bureau that I am not making my Mortgage payment when I indeed have been paying it since XXXX as i was instructed to do. I have tried a number of times to get this fixed and taken of my credit with no luck. Every time I call i get no where ... this is costing me a lot my credit went from a high XXXX down to a low XXXX. Please help I have no fault in this.I filed a formal complaint with Shellpoint and received a letter saying they were going to look in this but I have not heard anything else since. I have never payed my mortgage late. since the first reporting Shellpoint has gone and sent a second reporting of me not paying which is not accurate at all i have my bank statements that show I have been paying. I was told that the reporting would keep happening until they receive a complete agreement. as i mentioned i have sent in 6 of these agreements but they are not accepted because of errors Shellpoint made or the Notary made... I need to get the reporting of my credit report and have them stop reporting because again i have no fault in this delay. I appreciate your time with this matter and hope that i can get some help with this issue.
|
| 09/29/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
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Shellpoint is my current mortgage servicer and won't respond to the errors or request for information. I would like to request a Qualified Written Request from them and need your assistance. Since the foreclosure is a week away they should postpone the foreclosure. The Sale date is XX/XX/XXXX. My home is in XXXX XXXX but has a XXXX address. I want to keep my home.
I refinanced with XXXX in XXXX. XXXX went out of business and In XXXX XXXX XXXX XXXX became the Servicer. It took 2 months before I knew who the servicer was and it made my mortgage 2 months behind. They offered a loan modification and said that it would take 3 months. They said that it may get a principal reduction from The Department of Justice. They took 18 months and did not credit my payments and to add to injury, denied the loan modification. I don't believe that they submitted my mortgage for review because they had wrongfully carried on the loan modification duration for XXXX and the abuse would have been uncovered. They actually added to my principal balance {$170000.00}. XXXX Loan Servicer became the loan servicer. They offered a loan modification or foreclosure. They too added over over {$150000.00} to the principal balance and created a predatory and fraudulent deferred balloon of over {$340000.00} to be paid after paying my mortgage for XXXX! XXXX went out of business then Shellpoint became the servicer.
I have tried numerous times to get Shellpoint Mortgage to correct the wrong. They won't even respond in writing although the company representative find it odd that there is such a large deferred balance. The mortgage should be canceled at the very least and damages paid. They also tried to include my adjacent property lot and dropped trying to take it the night before Summary Judgement because the Title Company denied their claim on my lot.
What regulatory can have oversight over matters such as this? It's all verifiable. Can a consumer be allowed to be treated this way and the Banks and Servicer have no repercussions? I need your immediate assistance. I purchased my home in XXXX for {$350000.00} and put down {$270000.00}. Please help!
|
| 12/05/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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|
Web |
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Complaint against XXXX XXXX XXXX XXXX XXXX is Publicly traded on the XXXX XXXX XXXX XXXX under the ticker XXXX and is structured as a real estate investment trust.
They are externally managed by in affiliate of XXXX XXXX XXXX XXXX.
XXXX XXXX and XXXX XXXX XXXX engaged in mortgage back securities to defraud investors which is a federal crime.
XXXX XXXX and XXXX XXXX XXXX fraudulently created mortgage back securities to defraud investors. Please see attached letter from XXXX ( Exhibit 1 ) On XX/XX/XXXX see attached notice of ownership change from XXXX claiming they transferred dated XX/XX/XXXX to XXXX pass-through XXXX XXXX.
The letter states Its for informational purposes only and required by federal law. It also states the transfer of ownership has not yet been publicly record. ( See Exhibit 2 ) On XX/XX/XXXX XXXX fraudulently created a corporate assignment of mortgage from XXXX XXXX to XXXX not in its individual capacity but solely as trustee of XXXX pass-through XXXX XXXX see attached ( exhibit 3. ) New residential loan servicing and XXXX loan servicing created fraudulent mortgage back securities and sold it in the stock market to investors. The assignment was never recorded under city bank as trustee in Hawaii land Court bureau of conveyance.
The consumer financial protection bureau and Securities and exchange commission should Immediately investigate XXXX XXXX And XXXX loan servicing for creating fraudulent mortgage back securities and defrauding investors which is a Federal crime.
If XXXX XXXX is trustee for the XXXX Passthrough XXXX XXXX then new residential and XXXX loan servicing need to produce a recorded assignment in the name of XXXX as trustee on or about the closing date of the pooling and servicing agreement.
I am asking the CFPB to immediately look into these fraudulent mortgage back securities that new residential, XXXX, XXXX XXXX XXXX and Shellpointe are engaging in. Im asking new residential servicing through CFPB ( Consumer financial protection bureau ) to provide a copy of the recorded assignment showing XXXX as trustee as required by the pooling and servicing agreement.
|
| 11/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
We bought our current home and originated our mortgage on XX/XX/XXXX of XXXX. The mortgage was set up with no escrow account and the annual fee for our Homeowner 's Insurance was paid through the close of the home. The loan was funded by XXXX XXXX XXXX, sold to XXXX XXXX and servicing was assigned to XXXXXXXX XXXX
In XXXX of XXXX I received notice from Shellpoint Mortgage that they are adding a {$410.00} monthly escrow payment to our account. When I reached out to Shellpoint to find out why I was informed they had received the annual renewal for our Homeowners Insurance and had paid it. Although the renewal was not due until XXXX. When I mentioned we do not have an escrow account on our mortgage, I was instructed to send in an escrow payment to cover the renewal and they will request removal of the monthly escrow payment.
After making the payment to cover the insurance renewal I received notice that they can not remove the escrow payment because we have not had our loan for a year. I again called in and explained the circumstance and again I received a letter stating we had not made enough payments for them to remove our escrow account.
On XX/XX/XXXX I called in and spoke with a Supervisor named XXXX at extension XXXX. She looked through the notes and realized we never had an escrow account on our mortgage and that they were collecting {$410.00} a moth for no reason. She assured me she would take care of the issue the escrow payment would be removed and the balance refunded within a week. However nothing changed.
I called back on XX/XX/XXXX and spoke with another Supervisor name XXXX at extension XXXX. She saw the previous notes and asked me if I had a copy of my mortgage note which I did not. As the mortgage servicer you would expect they should have a copy. I explained to her the previous Supervisor was able to see we never had an escrow account and at that point we are paying an additional {$400.00} a month for no reason. She again said she would clear up the issue, and again nothing happened.
I have called several times since and left messages for both XXXX and XXXX but have not received a response.
|
| 07/17/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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On XX/XX/XXXX I called New Rez / Shellpoint mortgage and spoke to XXXX XXXX. I had checked my credit report and noticed that they had reported a 30 day late payment on XX/XX/XXXX, This mortgage had already been paid off XX/XX/XXXX. XXXX was surprised and assured me he would advise the department that incorrectly reported the error to have it corrected, he also advised me to file a dispute with XXXX, which I did on XX/XX/XXXX.
On XX/XX/XXXX I called back and spoke with XXXX XXXX and was told that the report would update soon. As of XX/XX/XXXX still no correction so I call back and speak with XXXX, she advised that I would receive a letter of correction very soon. On XX/XX/XXXX I receive a letter from NewRez in response to my recent inquiry stating they are working on gathering information and will forward it as soon as possible.
I make a call on XX/XX/XXXX and speak with XXXX XXXX, I asked if I can get an email stating they have corrected the reporting, he said he would send an email confirmation of the correction. I never received an email correction but I did receive an email which was a copy of my complaint to XXXX with DRAFT written across it and it was submitted by XXXX XXXX.
On XX/XX/XXXX I called back again and spoke with XXXX, again I was advised that it will take another 30 days for correction because they only update once a month ... .Now I am beyond frustrated.
Here we are on XX/XX/XXXX and still no resolution so I call back and speak to XXXX XXXX who advises me there is nothing she can do, I then ask to speak to a supervisor. several minutes later XXXX, who identifies herself as a supervisor ( not sure if that is correct spelling ) said there is nothing she can do unless I send in my credit report. I asked her why I have to go through all the hoops when they made the error? I then asked her to read all the notes and she said there were too many for her to read .... seriously??
She was absolutely the least professional person I spoke to during this ordeal.
I have been beyond patient with this terrible experience and would hope no other NEWREZ/SHELLPOINT customer will have to go through this.
|
| 02/11/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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In XX/XX/XXXX I entered the Covid 19 disaster forbearance with my mortgage servicer, XXXX. As part of the program from them it stated that as long as I was in good payment standing ( which I was ) at the time of starting forbearance, there would be no late pay reporting to the credit bureau while in the program. XXXX honored that and did not report me as late. In XX/XX/XXXX, I started a loan modification program with XXXX which was an option of the program to catch up my missed payments. I had to make XXXX trial payments and then they would permanently modify my loan. I made my first trial payment in XXXX. In XX/XX/XXXX, my mortgage servicing got taking over by Shellpoint Mortgage. I spoke to loss mitigation with them and explained to the agent I was in the process of a loan modification with XXXX and made XXXX trial payment so far. I sent the agent my modification offer from XXXX and the agent said they would honor it. I proceeded to make my next two trail payments and I was offered and completed a loan modification in XX/XX/XXXX.
In XX/XX/XXXX I checked my credit report and Shellpoint had marked me as 180+ days late in XXXX when they just took over my mortgage and I was in good payment history with XXXX a month before. My credit score has dropped from a XXXX to XXXX. This is very bad since I work in the financial industry and they check credit scores. I can't get good financing anymore. This could possibly ruin my career! In XXXX they again reported 180+ days late to make it even worse.
The late reporting is incorrect because I was to be protected because of the Covid forbearance. The late reporting needs to be removed immediately because it is incorrect. Also, they report that I started with them on XXXX of XXXX which is incorrect and needs to be corrected to XXXX of XXXX. Please help me get this corrected.
Also, Shellpoint offered me a certain modification offer in XXXX and everything was signed and submitted and booked. I got an email saying it was complete. Now they are saying it was wrong and trying to undo the modification. Can you please make sure this is ok? Thank you in advance for your help.
|
| 12/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
i have 2 mortgages with SHELLPOINT MORTGAGE SERVICING with perfect payment history, untill covid 19 hit and i called in to seek assistance. somehow i find out mon ths later on my creit report that they are reporting me delinquent for 2 months on one of the 2 mortgages. i called in again and a second time and both times i was told that i didnt request assistance but they would apply retroactivley and retract the negatives on my credit. i did ask for assistance as evident by the help i received on the other loan. So to tell me i did not seek assitance on one while asking assistance for a second is lacking in the principle of a reasonable conversation. it never came off my credit so i assumed it was just a technicality and i contested with XX/XX/XXXX and it came back " accurate ''. the servicer knew i was impacted by covid 19, i actuallyXX/XX/XXXXand am still suffering yet they choose against the CARES ACT to punish me through there so called acurate reporting without u ndestanding at all that it was through the washington state governor stay at home order that undercut my tenants ability to pay and therby mine as well.
If one seeks assistance and the assistance is missed but that institutions records show that ypou did seek assistnce and were impacted by covid 19 and then ask for them to correct their error and they dont, is that not the exact reason why the CARES ACT was implemented to give leeway and understanding to the chaos of the pandemic for both furnisher and consumer.
The CFPB regulates thre FCRA, and congress passed the CARES ACT to help all of us affected by COVID 19 including your institution. I called many times immediatley and following up yet you refuse to accomodate at the time or retroactivley due to the circumstances falling upon us all.
Covid 19 afffects all of us the CARES ACT helps all of us navigate this I had covid 19 which may impact me forever, but so will your negative credit reporting that you choose to report negative and should not have and should have already retracted. this is in violation of the CARES ACT, at least its intent as i understand it to exist to avoid this disconnect
|
| 02/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My complaint is about XXXX, formerly named XXXX, also part of Shellpoint Mortgage Servicing. On my XX/XX/XXXX statement, I was told to pay a partial payment of my usual monthly mortgage. My usual payment is {$1400.00} per month. My XXXX statement said to pay {$370.00}, as a {$1000.00} payment had already been applied. I paid {$400.00} for my XXXX statement. I soon received a letter informing me I did not pay my XXXX balance. By XX/XX/XXXX, I received a letter saying I owed {$2500.00} because I didn't pay the whole balance due in XXXX. So I had to take a loan from my parents to cover this cost. I paid this total amount then on XX/XX/XXXX. When I called XXXX and asked about the discrepancy in the XXXX statement, they were not sure why the problem happened and they would get back to me. They did not. When I called back around XX/XX/XXXX, the service agents couldn't explain why there was a {$1000.00} payment made to my account, and later retracted. When this payment was retracted that caused my partial payment to not meet the monthly cost and I was sent a failure to pay notice. At this point XXXX told me it was going to be ok. But what happened to the {$1000.00} partial payment applied in XXXX? After I had already paid the {$2500.00} for XXXX, I called again to XXXX to understand what happened. They replied with " we don't know ''. I called again today, XX/XX/XXXX to find out what they discovered happened to the missing {$1000.00} from my XXXX statement. They told me they didn't know, they also said they might have applied someone else 's payment to my mortgage. They were not sure of their own book keeping. I was charged a {$56.00} fee. My credit also took a hit, as I was considered delinquent for paying the amount XXXX billed me. XXXX 's poor book keeping caused me I injustice to my credit score, when I'm trying to finance a new car, and now my monthly payments might go up {$100.00} a month. XXXX mortgage company made multiple mistakes, charged me a late fee, messed up my credit, and their resolution to their mistake is " I apologize. '' Meanwhile, I am the one financially burdened by their mistake. Please help.
|
| 06/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
It has now been four months since we requested a release for the vacant lot adjacent to the single family home that Shellpoint Mortgage Servicing obtained when they took over the loan servicing agreement on from XXXX on in late XXXX.
On XX/XX/XXXX, I requested a partial release of this vacant lot. On XX/XX/XXXX, all required documents were submitted to Shellpoint Mortgage Servicing.
I have had a purchase agreement for this vacant lot since early XXXX, XXXX, and always expected that some or all of the proceeds from the sale of the vacant lot would be used to reduce the principal on the mortgage. The failure of Shellpoint to proceed in a timely manner has caused me significant financial harm and duress. I have had to negotiate an extension to the purchase agreement multiple times. As well, the purchase agreement has again expired and I am attempting to revive it. Shellpoint has failed to make a timely response to these purchase agreements.
Permission to spend the money to get an appraisal of the vacant lot and the house came nearly three months after all of the documentation required by Shellpoint for the partial release were provided by me. The appraiser showed up on XX/XX/XXXX.
Shellpoint now claims that I made 2 late payments past the 30 day due date This is a lie. One payment was recorded by Shellpoint as late when Shellpoint took over from XXXX and they were in transition. It was paid on time. One payment arrived on the day due, ( I have USPS records ) but was not processed on time. I always send my payments USPS with delivery confirmation. Shellpoint is using this falsehood to excuse their failure to do their job in a timely manner.
Shellpoint does not respond to phone calls or emails. I am forwarded to customer service and then to various departments who do not know what is going on or do not exist. I receive letters but no responses to my replies. I have written twice to the Executives and CFO of both Shellpoint and parent company NewRez by certified mail and received no response.
I have never encounters a company that is more willfully and intentionally dodging doing there job. Please HELP!
|
| 09/06/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
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|
Web |
Servicemember |
|
Sir or mam, My name is XXXX XXXX and I currently have a VA loan with the Newrez mortgage company with a 2 % interest rate. Due to my recent divorce I have been trying to remove my ex-wife from the mortgage through the assumptions process. This process will allow the rate to stay the same and allow my wife and I to save thousands of dollars. Because my loan is a federally backed loan it is eligible for an assumption and is usually granted. If I am forced to refinance, my mortgage will nearly triple and I will be unable to afford my home and hold on to the one thing that hasn't changed for my XXXX XXXX XXXX son. A simple answer would be to sell the home but due to my job I have to reside in the city.
According to the Newrez website this process takes 6 to 8 weeks. I have been trying to get it approved for 8 months now with hardly a word from the mortgage company. They do not have a phone number for the assumptions department and only correspond through email. Because of this, they answer you at their will without any regard for peoples lives. I received an email from them on XX/XX/XXXX stating they would approve the assumption but I can not take out an equity loan to pay my wife her share of the equity and I can not borrow the money from anywhere. I certainly do not have XXXX sitting around that I do not know what to do with. I have come to the conclusion that Newrez purposely drags there feet until you give up and refinance anyway. They continue to do this while sending me emails daily asking me to take out an equity line as I have XXXX in equity in my home.
At this point I am stuck and do not know what to do. I am hoping exposing them will stop them from leaving peoples lives in the balance. My ex-wife is currently unable to purchase a new home until I can remove her from my mortgage and give her share of the equity of the home. Myself, my ex-wife, and most importantly my son have been through enough during this process and I don't think its right that a mortgage company can hold us up from moving on with our lives. I am hoping this story interests you and you can help in some way.
Thank You, XXXX XXXX
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| 11/24/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
We applied for a refinance with our current mortgage company, NewRez. Very up front that we had filed Ch. XXXX bankruptcy and it has since been closed well over a year, which is the XXXX XXXX rule for refinancing loans. We were assured that we will be fine and all will go smoothly. Gave all our requirements, had our credit run ( which lowered it, of course ), paid the appraisal fee, was told by the person working with us that it should be smooth sailing after the appraisal. Didn't hear back from them for over a week. I emailed, no response. I finally got ahold of a Senior Sales Manager who told me that our original agent was on vacation and he could help us. He said there were issues and he needed to get them corrected. Not a big deal. Said my husband, who is the veteran, was listed XXXX and should of been listed first, which I told the original agent that, and was told, it wasn't an issue. Then they had all of our debts listed XXXX, which showed our debt to income ratio was very high. So that had to be fixed. Then, they ran our credit again, thus taking another hit. After all that, I had to reach out to them again for an update. I was told that their underwriters denied us because we had to be out of the bankruptcy for over XXXX years, even though the XXXX requirements are only XXXX. The senior manager said he would try to do a " manual underwriting '' with the underwriters, thus asking for an exception to their rules. Waited for a few days to pass with no word from them. I reached out again to them and was told they refused to provide an " exception '' and said, sorry, but we can't help you. Even though they currently have our mortgage, we have over $ XXXX in equity built up and we make over $ XXXX per year. No exception. I asked why our credit was run again even though it had only been XXXX weeks since the last time and was told that they can run it as much as they want and it won't affect it, if we apply somewhere else. The only offer that was made was that if we want to try at another company, they will send over our current appraisal so we don't have to pay again. That was it. Very, very upsetting.
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| 01/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
I AM A SINGLE WOMAN AFFECTED BY COVID.
I HAVE BEEN TRYING TO PAY OFF A MORTGAGE SINCE XX/XX/XXXX.
SHELLPOINT MORTGAGE SERVICING PROVIDED PAY OFF FIGURES TO ME ON XX/XX/XXXX. THE PAYOFF FOR MY LOAN IS {$170000.00} THE FUNDS TO PAY OFF THIS MORTGAGE ARE FROM AN ALL CASH BUYER WHO IS PURCHASING MY PROPERTY. TOTAL AMOUNT OF THE SALE IS {$190000.00}. THIS AMOUNT CLEARLY IS SUFFICIENT TO PAY THE MORTGAGE IN FULL. THE BUYER IS READY, WILLING, AND ABLE TO PAY OFF THIS LOAN IMMEDIATELY.
TO DATE, SHELLPOINT MORTGAGE SERVICING HAS BEEN UNWILLING TO PROVIDE THE NECESSARY INFORMATION TO THE CLOSING ATTORNEY/TITLE COMPANY IN ORDER THAT THE LOAN CAN BE PAID OFF.
BECAUSE OF XXXXXXXX XXXX INACTION, I AM AT RISK OF LOSING THE BUYER WHO WILL NOT WAIT FOREVER. ADDITIONALLY, SHELLPOINT IS CHARGING ME INTEREST FOR EVERY DAY.
APPARENTLY SHELLPOINT MORTGAGE SERVICING NEVER TRANSFERRED OR RECORDED THE TITLE/DEED FROM THE ORIGINAL LENDER. ACCORDING TO COUNTY RECORDS, THE MORTGAGE LEIN IS WITH THE ORIGINAL LENDER WITH WHOM I OBTAINED THE ORIGINAL LOAN. THIS LOAN WAS SUBSEQUENTLY TAKEN OVER BY SHELLPOINT MORTGAGE SERVICING.
WE HAVE EMAILED, SPOKEN TO, AND LEFT MANY MESSAGES FOR OUR DESIGNATED CONTACT AT XXXX. I HAVE EMAILED THE CEO, THE CEO OF SERVICING, THE COO, AND THE CORPORATE ATTORNEY OF SHELLPOINT.
TO DATE, I HAVE RECEIVED NO RESPONSE.
NO ONE AT XXXX IS WILLING TO HELP ME RESOLVE THIS PROBLEM.
SIMPLY PUT, XXXX MADE A MISTAKE WHEN THEY TOOK OVER THE LOAN. BECAUSE OF THEIR MISTAKE NO TITLE COMPANY WILL RECORD A NEW SALE BECAUSE THE DEED SHOWS A DIFFERENT LENDER.
SHELLPOINT CAN CORRECT THIS PROBLEM EASILY AND QUICKLY. SHELLPOINT IS THE ONLY ENTITY THAT CAN CORRECT THE PROBLEM.
I HAVE CALLED SHELLPOINT EVERY BUSINESS DAY SINCE XX/XX/XXXX. I WAS TOLD ON XXXX DIFFERENT OCCASIONS THAT A SUPERVISOR WOULD CALL ME BACK. TO DATE, XX/XX/XXXX I HAVE RECEIVED NO ACTION FROM SHELLPOINT. NOR A RETURN CALL FROM A SUPERVISOR.
I AM DESPERATE TO FINALIZE THIS SALE AS I NEED THE MONEY AND I NEED TO GET OUT FROM UNDER THIS DEBT.
PLEASE HELP ME.
MY DESIGNATED CONTACT AT SHELLPOINT MORTGAGE SERVICING IS : XXXX XXXX. XXXX
|
| 08/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
The mortgage company is holding a large sum of funds aprox {$96000.00} that we received as final payment for a claim on our home, and newrez who purchased our loan from XXXX XXXX will not release the funds so we can pay the XXXX who performed the services. XXXX XXXX loss draft department contacted our insurance company and received all the documents needed to release the funds, newrez does not call or contact me by another company XXXXXXXX XXXX XXXX stopped the release and are holding funds. I have emailed with XXXX XXXX without reply as to why they are holding our funds without cause. I have called in the XXXX number and spoke with XXXX XXXX who could not repeat back to my my address after I gave it to him. ie : he asked for my address and I told him XXXX XXXX XXXX XXXX to which he repeats back to more " XXXX '' I give my all my information and he says my information does not verify and he can not help me, I believe there is a language barrier that is impeding his ability to communicate. He refused to transfer me to XXXX XXXX or to a supervisor or anyone else who can help me because I can not be verified. I asked how is it that XXXX can email me and call me but I can not speak to him and XXXX will not forward me to someone else who can help me get our funds released.
Our home was previously inspected by the XXXX XXXX inspector who gave us a 100 % completion notice and at the time released all funds in escrow. However we were still battling with XXXX insurance over the repair costs.
We desperately need our escrow funds to pay our contractor and would appreciate your assistance in helping us get those funds.
XXXX XXXX has previously closed our file as 100 % complete and told us the funds would be sent then XXXX purchase the loan and now will not release those funds.
We do not want a lien placed on our home because our mortgage company won't reply or provide English speaking people to service our calls or reply to emails in a timely manner. Our insurance company called to state that someone left them a message that was so fast in speaking they could not even respond to the request.
Please help
|
| 03/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
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COMPLAINT ID XXXX I do not accept the response from the mortgage company regarding this complaint. They are in the wrong and should be made to remove the negative reporting off my credit report. How can they get away with this? And how am I protected by not being able to respond to their response? I reached out to them to make a payment. I told them tell me what I need to do to make a payment. they delayed and delayed while i reached out trying to find out what's going on. pleading to let me know something so that this would not happen! This is a sin that myself, as the consumer, middle class- we get screwed up the most! This one seemingly small incident has effected me horribly! And again, I did nothing wrong! I followed the rules! We are NOT protected! I reached out so I could start making my payments again. I wanted to get back on track. I identified that I did not want to have any negative impact on my credit as I had done everything I was told to do the right way, etc. and the company did wrong! How can a company get away with this!? This is not fair to the " small '' consumer! They just get to apologize for their mistakes, but are not willing to fix anything?! This has impacted my life in such a negative way, but does not harm to them whatsoever! They were WEEKS late at getting the documents out to me, they were days late with wrong information regarding the regulations. Not to mention I was told by this company, their loss mitigation " specialist '' that nothing would be reported while working on the new program/modification!? This is a disgrace to the consumer! How am I protected when they can get away with this??? It's right there in black and white! " No, you will not be reported '' " Sorry it is taking so long '' And me asking, begging, pleading for an answer so this would not happen! We consumers are NOT protected if only the company gets to respond without the consumer 's rebuttal! What an absolute disgrace. NewRez/Shellpoint mortgage should be ashamed of themselves for their practices and customer service!!! Imagine a customer saying one thing and doing another? Our lives get ruined!!!
|
| 08/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Around XXXX, or XXXX of XXXX, my mortgage was sold from XXXX XXXX to Shellpoint Mortgage. I was ending the covid forebearance and I asked that the payments be put towards the end of the mortgage so I could get back on track paying it. I was sent a letter saying I had what's called a SPOC, which means Single point of contact. I thought it was great that one person was handling my problem. I had her fax, her name, 2 people in fact. I spent many hours trying to contact my " SPOC ''. I could never reach her. XX/XX/XXXX, I received a letter from Shellpoint, XX/XX/XXXX I called again XXXX @ XXXX am, nothing, can't get a hold of anyone. I left numerous voicemails or they could not direct me specifically to her. I was then given her " direct line '' XXXX X XXXX ( XX/XX/XXXX nothing ) .I called XXXX, the main line, they did't even know who this person was, but let me put you through her voicemail, nothing. I could never get a hold of her. In XX/XX/XXXX I send the pay stubs they asked for ( 5 faxed pgs ) nothing, didn't get it. XX/XX/XXXX again I sent 7 pages by fax ( forms that were requested ) at XXXX pm, nothing was received. XX/XX/XXXX, I again faxed her bank statements, nothing. I faxed them again XX/XX/XXXX ( fx XXXX ) nothing. I faxed more forms XX/XX/XXXX at XXXX am, nothing. I even faxed the SPOC to call me at my cell number, nothing. I was given 2 names of people to help me, still no resolution. I was then given a gentleman 's name still nothing. Since I hired a lawyer, I was told, anything Shellpoint sent, send it to the lawyers. The SPOC was XXXX XXXX, XXXX XXXX and finally XXXX XXXX I've actually spoken with XXXX who said he would like to help me. He called me on my way home this past Thursday XX/XX/XXXX at about XXXX pm EST at which point I asked that he call me Friday XX/XX/XXXX at XXXX am. He said that's perfect, I was off so we could talk. He never called. This is still pending.
Try calling Shellpoint at XXXX, you won't get thru to them and they will tell you " oh, she/he is not in this building '' I'll send you to the voicemail. Nothing.
I had 3 phone numbers, a fax number, again nothing.
|
| 11/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Following forbearance, due to two bouts of XXXX I contacted the lender on XX/XX/XXXX. and submitted all the required documentation for consideration of alternatives including modification.On XX/XX/XXXX I received word that my application was considered complete on XX/XX/XXXX. On XX/XX/XXXX I received a letter confirming that my account was approved for a workout plan and that no additional documents were needed, however on XX/XX/XXXX I received a letter indicating that additional documents were need to complete the review.
On XX/XX/XXXX I then received a letter that the file is complete and I have been approved for a workout plan, However on XXXX I received an additional letter indicating that after review my modification request was denied.
Following several calls with my point of contact, I was told that a temporary repayment plan would be considered and I would have conformation in 7 to 10 days, that was the first week of XXXX. On XX/XX/XXXX I received approval. Same day I received notification that a sale date was set for XX/XX/XXXX and that I should reach out to the XXXX XXXX XXXX. I did complete the application with XXXX XXXX XXXX and received word on XX/XX/XXXX that I may be eligible for {$20000.00} in assistance however they would need to speak with my servicer as the outstanding balance exceeded the {$20000.00} Assistance Payment.
On XX/XX/XXXX I reached out to my point of contact for an explanation for why I have had a Sale Date Set when I was obviously working to resolve. The history is very clear, and the mixed messages have made this very upsetting. On XX/XX/XXXX, I spoke with my point of contact who could not tell me why the sale date was set however she had requested a postponement and I would have a call within 5 days to confirm the postponement. As of today I have not received a call or confirmation in writing.
As of today, the servicer has not responded to XXXX XXXX XXXX to work toward a resolution on how the {$20000.00} could be used to assist the mitigation options. On XX/XX/XXXX I provided a copy of the XXXX XXXX XXXX letter to both Loss Mitigation and my point of contact.
|
| 12/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In early XX/XX/2022, my loan was transferred to NewRez LLC from XXXX XXXX XXXX. I only received notice of the transfer. No welcome letter from NewRez or goodbye letter from XXXX XXXX XXXX. My first letter from NewRez was my mortgage statement on XX/XX/2022.
Unfortunately, I have been trying to resolve this and your customer service department has not performed well. In late XX/XX/2022 I paid XXXX XXXX XXXX {$1200.00} for an appraisal of my property for PMI removal. I had this request processed in XX/XX/2022 and at that point my account was in flight from XXXX to NewRez. I have called on several occasions trying to get this and other technical issues resolved since then with no progress.
The timeline is as follows : XX/XX/2022 : XXXX XXXX XXXX XXXX {$1200.00} along with {$9100.00} to principal balance to achieve target XXXX.
XX/XX/2022 : Partial release approved and PMI removal in-progress after XXXX payoff XXXX
XX/XX/2022 : Transferred to NewRez XX/XX/2022 : Calls customer service for update on PMI and also technical issues ( unable to login to portal or app ). Tickets logged as action from this call.
XX/XX/2022 : Calls customer service again as I had not received any update to the PMI request or the technical issue. Additional tickets and internal complaint logged from this call. Had to send in the appraisal as customer service couldn't find the original appraisal from XXXX ( attached ).
XX/XX/2022 : Received call regarding PMI. I explained the case with XXXX and she informed me she will continue to investigate the issue.
XX/XX/2022 : Received direct message that I have to resubmit a request for PMI removal with another appraisal, which was already completed in XXXX ( attached ). Newrez 's letter states it is an additional minimum {$400.00} charge to redo work that was already ordered.
XX/XX/2022 : Called customer service again to escalate PMI removal issue and was provided executive email contact information for escalation.
To resolve the problem, I am requesting your help in getting PMI insurance removed from my account as I already went through all steps needed with XXXX XXXX XXXX
|
| 04/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American, Servicemember |
|
I had four ( 4 ) mortgages that originated with XXXX XXXX XXXX in XX/XX/XXXX. I never had any problems with XXXX until three ( 3 ) were sold to XXXX a/k/a " XXXX XXXX '' in XX/XX/XXXX. All four loans have been paid off except for one with XXXX XXXX, in which there is a minor dispute of {$350.00}, which they refuse to accept even though it was the agreed-upon pay-off amount. XXXX XXXX has now sent the collection to ShellPoint Mortgage as a debt collector, and the amount in dispute is now over {$1000.00} in less than a year. In fact, XXXX XXXX owes me many thousands of dollars. XXXX XXXX has been a HORRIBLE business to deal with. I have attached numerous documents which demonstrate what I conclude has been fraud against me in at least two of the three mortgages. They also lied to the XXXX of XXXX and XXXX Texas. They reneged on another settlement regarding insurance policies that they had agreed on and only after the XXXX case had been closed in favor of me as the consumer. XXXX XXXX 's and ShellPoint 's actions are nothing short of extortion. An attorney representing me and I have requested from XXXX XXXX several times for complete copies of the account history such as payments, debits, insurance, etc. These statements show excessive charges, servicing errors, fee errors, payment errors, escrow errors, and pay-off errors. ShellPoint Mortgage has informed me of the problems that XXXX XXXX caused by breaching our agreement for the pay-off of the last loan with them. Instead, ShellPoint ignored my advice. As I previously mentioned, XXXX XXXX owes me tens of thousands of dollars, which is now escalating due to my inability to obtain a mortgage loan due to their errors and misconduct. XXXX XXXX then denied my loan because I was a victim of XXXX XXXX, with which XXXX XXXX is affiliated, and because I was traveling nearly constantly while employed as a Foreign Service Officer with the U.S. Department of State and all of my accounts were on automatic Billpay. I find these acts to be abhorrent against someone who put over 20 years in service to our country, including nine years in the active U.S. Army.
|
| 08/08/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
( XX/XX/XXXX ) XXXX XXXX XXXX cease. The next thing I receive is XXXX/New Penn Financial, LLC d.b.a. Shellpoint Mortgage Servicing, knowingly filed a foreclosure lawsuit on a loan that does not exist. This loan was modified in XX/XX/XXXX by XXXX XXXX XXXX XXXX XXXX ( XXXX ). The modification terms were not honored by XXXX and a Lawsuit was filed in XX/XX/XXXX to force the Bank to honor their commitment. In XX/XX/XXXX an agreement was reached in Court and a hearing was held on XX/XX/XXXX, and at this point the loan was modified again. XXXX XXXX was the only debtor listed on the documents. More on this in another complaint against XXXX. ON XX/XX/XXXX I received a letter stating the noteholder, XXXX XXXX XXXX XXXX XXXX is unable to find the original promissory note. Due to the missing credit for payments, I repeatedly asked for an investigation/audit to cure the inaccuracies. Shellpoint Attorneys sent a letterXX/XX/XXXX stating until an investigation is complete, all collection activities will cease. The next thing I receive is the foreclosure lawsuit, without any investigation results. ( XX/XX/XXXX ) XXXX XXXX XXXX XXXX/New Penn Financial, LLC d.b.a. Shellpoint Mortgage Servicing, knowingly filed a foreclosure lawsuit on a loan that does not exist. This loan was modified in XX/XX/XXXX by XXXX XXXX XXXX XXXX XXXX ( XXXX ). The modification terms were not honored by XXXX and a Lawsuit was filed in XX/XX/XXXX to force the Bank to honor their commitment. In XX/XX/XXXX an agreement was reached in Court and a hearing was held onXX/XX/XXXX, and at this point the loan was modified again. XXXX XXXX was the only debtor listed on the documents. More on this in another complaint against XXXX. ON XX/XX/XXXX I received a letter stating the noteholder, XXXX XXXX XXXX XXXX XXXX is unable to find the original promissory note. Due to the missing credit for payments, I repeatedly asked for an investigation/audit to cure the inaccuracies. Shellpoint Attorneys sent a letter XX/XX/XXXX stating until an investigation is complete, all collection activities will e foreclosure lawsuit, without any investigation results.
|
| 07/06/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Ok so it's technically not about my mortgage as it is my mortgage company. The mortgage company is Newrez ( Shell point ). The issue is that my mortgage company will not release my insurance claim funds. On XX/XX/XXXX I contacted my mortgage company about releasing the insurance claim funds in order to pay my roofer for the work they had done. The insurance claim is from last year 's hurricane ( Ian ). The insurance company had finally issued me the check on XX/XX/2023 in order to do repairs. The check however was in both my name and the mortgage co name. I called the on XX/XX/XXXX to see if they had the insurance claim funds and could they release these funds to pay said contractor. They informed me that I need to fill out paperwork that we NEVER received, then once the paperwork was completed an inspection needed to be done and then after all that they would disperse some funds. I asked them if I payed off my entire mortgage would I get the money sooner. A representative in the Lost draft department told my wife and I that..Yes if I paid off the mortgage, they would release all the funds and I would have them in 3 days. On XX/XX/XXXX, I paid off my mortgage and received a copy of My Acknowledgement form from them that the mortgage is closed. On XX/XX/XXXX, I called them back and asked them when my insurance claim funds would be released since they no longer have a vested interest in this property. Needless to say I was bounced around from department to department for over 4 hours and stating that it was not their department that handles that. I continued to call every day since then including yesterday XX/XX/XXXX. Customer Service is now telling me that it will take 30 days for the funds to be released. I explained to them again that these funds had nothing to do with my actual mortgage ( which was paid in full ) and that these funds were for repairs, also at this time with them not having a vested interest in this property that the funds should be released immediately. I don't think they should be holding onto my insurance claim checks since they no longer hold a mortgage to my property.
|
| 02/05/2019 |
No |
|
- Trouble during payment process
|
|
Web |
|
|
Shellpoint is fraudulently reporting information to the IRS. Shellpoint is holding my mortgage payments in escrow without my permission. They are not applying payments to my principal or interest. Shellpoint sent me a XXXX for XXXX indicating that I only paid {$3900.00} in interest when in fact this amount should be closing to {$15000.00}. My principal loan amount is at least {$10000.00} higher than it should be.
In addition, Shellpoint has recorded late fees on my mortgage month after month even though I have never paid a payment late.
This all started with a Hurricane Irma Federal Forbearance plan. I was given the opportunity to skip payments in XXXX, and was told that the skipped payments would have no affect on my mortgage, my credit, and I would incur no late fees. Without my knowledge, Shellpoint begin the process of trying to modify my loan. I'm being forced into a loan modification. The loan modification documents that I was sent show a principal loan amount of {$390000.00}. The loan amount should be around {$380000.00}. The loan modification documents address that approximately {$26000.00} in mortgage payments are being held in escrow ; however, they do not address if and how the payments will be applied to my mortgage.
To fix the issue, please have someone call me to explain how the approximately {$26000.00} in mortgage payments will be applied to my loan. Also, please send me a new XXXX showing the correct amount of mortgage interest in paid in XXXX. All payments should have been applied to my loan.
XXXX XXXX from Shellpoint and XXXX XXXX from Shellpoint have been awful. They are supposed to be my point of contacts, never pick up, never return phone calls, and can't fix anything. It seems this company is attempting to take peoples homes by way of making this process too difficult to address without legal counsel. I have spent countless hours writing emails, making phone calls, and complaining to the CFPB. The only time I get a return call from Shellpoint is when I complain to the CFPB. I recommend doing the same if you're experiencing anything close to what I'm experiencing.
|
| 07/02/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
XXXX XXXX XXXX Fri XX/XX/2019 XXXX XXXX Being the first is being paid off, XXXX is demanding {$59000.00}. We only have $ XXXXto give them in the transaction which means {$34000.00} would need to be paid by XXXX at settlement to avoid foreclosure of the first and settle the transaction.
The bank has stated this is their final offer and will not negotiate.
I suggested the bank approve receiving {$24000.00} and provide a note for the balance and they are refusing. I have requested a supervisor to try to resolve but was advised there is nothing further XXXX will do.
There is nothing further I can do at this time.
How can this be? Per your email dated XX/XX/19Hello please advise your clients the offer has been declined. Foreclosure is scheduled for XX/XX/XXXX.
Please provide a release.
The bank is demanding a purchase offer of no less than $ XXXX XXXX please relist the property asap and advise nothing less than the {$130.00} will be accepted. If buyer wants closing help they will need to increase price/offer. See our title calculator for help ; XXXX XXXX you led everyone to believe that the bank communicated to you the amount they wanted to avoid foreclosure. The buyer offered the exact amount ( {$130000.00} ) only for you to come back a month later with this ridiculous response. You need to go back to whoever you've been dealing with and let them know that this is unacceptable. They wanted {$130000.00} - or did they? And they got {$130000.00}. Therefore, they have to accept that amount.
I've negotiated short sales on behalf of my clients with different lenders and I've never seen a bank counter their own counter.
I do not think this transaction was handled very professionally. I am very disappointed. You had people jumping through hoops changing this, fixing that, and correcting this - all for nothing? It took six months and two offer to let the homeowner that her home will be foreclosed. What a complete waste of time.
The homeowner is devastated. I can see why she feels that way. Please make another attempt to contact the lender and see what can be done to prevent this foreclosure.
|
| 03/24/2020 |
No |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
What is this complaint about?
SHELLPOINT Mortgage Company recently acquired my mortgage from XXXX XXXX XXXX. My property is a Condominium. Shellpoint requested the HOA Insurance Information by submitting a letter to me requesting that I submit it. I informed Shellpoint that I called the Property Management office and requested the information. A second letter was followed up with a threat that they will automatically select an insurance plan for my building complex and I will be responsible for paying for that insurance. I submitted a letter to them informing them that I am not responsible for the insurance coverage for the Condomium Complex, that I have contacted them and requested the information. After numerous calls on my part, I reached the Condomium Complex and they informed me that they had already submitted the information to Shellpoint and did not understand why Shellpoint continue to call me for that information.
In addition, Shellpoint created an Escrow account on my behalf and charged my account in the amount of {$730.00}. I called Shellpoint and complained and the amount was deducted. However, again I am in receipt of a letter asking for proof of wind insurance for my personal Condo. That information was also submitted to Shellpoint by XXXX. Again I received a letter from Shellpoint threatening me that they will bill me for the additional insurance.
Step 2 : What type of problem are you having? Claims of inadequate insurance and Shellpoint has acquired insurance on my behalf after submitting the insurance proof they requested.
Step 3 : What happened? They continue to threaten and harass me regarding the additional insurance. And will add the additional cost to my mortgage payments. I do not have a current escrow account. I pay my insurance directly to XXXX, and I also pay my annual taxes directly to the State of Maryland. I have no PMI on my property. I put a down payment of {$30000.00} when I bought my property Step 4 : What company is this complaint about? SHELLPOINT MORTGAGE COMPANY Step 5 : Who are the people involved? XXXX XXXX XXXX, OWNER AND SHELLPOINT MORTGAGE.
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| 04/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I lost my job at no fault of my own. I have been current with my mortgage since XXXX. Due to this hardship, I am 30 days late.
I obtained employment on XX/XX/XXXX. The position pays XXXX annually. I will be making a full mortgage payment this month on the XXXX. After this payment I will still be 30 days delinquent.
I reached out to Shell point and explained my situation. I spoke with a person named XXXX XXXX. To better identify her I have provided her email XXXX She said to notify her when I gained employment. She didn't take anymore information on my hardship or even review it for available options.
I then spoke with another agent who told me I could not be offered any programs until I was 60 days late. I asked her why I would do that when more than likely I was getting a new job and would be able to make my XXXX payment. Her response was they is the policy. I found this troubling that a company would not provide any hardship assistance until I was 60 days late.
I then spoke with another agent that said I had to make a payment plan and was not eligible for a hardship forbearance. She said that was not an option and they don't give those out for unemployment.
I then spoke to another agent who told me to submit a hardship letter via email and they may be able to put the past due amount on the back of the loan.I did this yesterday XX/XX/XXXX Today, I called to follow up. The agent told me I was not eligible to have the past due amount put on the back of loan. She said a repayment plan of XXXX a month is what I would need to make. I told here I am recovering from a job loss and it would put me in yet another hardship. I told her I was making a good faith effort by making my payment this month. That did not matter to her, She said no one can make them change there policy.
I have been threatened with stacking up late fees continuous for the past due amount and door knocks, I am only 30 days past due. I do not think it unreasonable to put the past due amount on the back of my loan. They are putting me in a position that will result in possibly losing my home.
I
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| 01/03/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Private mortgage insurance (PMI)
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Web |
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I requested PMI cancellation through a BPO performance with my then mortgage servicer, XXXX XXXX XXXX, in early XXXX XXXX Shellpoint Mortgage Servicing ( a Newrez company ) took over the servicing of my loan on XX/XX/XXXX. I never received a response to my request from either company. About mid XXXX I called Shellpoint to inquire on what was going on. I was told by the customer service rep that they would reopen the matter with the PMI department. I waited another few weeks and heard nothing, I called again and was told the same thing again. And again, heard nothing. During my third phone call, I was told I needed to send the required payment of {$190.00} for the BPO. I informed the rep that I already paid this. The rep then confirmed she sees the {$190.00} payment I referenced but saw it was credited to the balance of my mortgage loan. She had the payment reversed and noted it was the BPO fee. During my 5th phone call, I asked to speak with a manager. The manager informed me that they don't have a written request for the BPO request. I told her that I sent it in but it was to XXXX XXXX XXXX, the original loan servicer. She claimed that XXXX sent Shellpoint the BPO fee payment but not the request form. She said Shellpoint requires that I submit a new request using their form. I did so the same day. On XXXX XXXX XXXX, I received an email acknowledging the receipt of the PMI cancellation request and the BPO fee payment ( will attach copy of email ). The email also said, " Please allow up to 14 business days for an appraiser to contact you to set up a time to come out to your property. '' 14 business days ended on XXXX XXXX I never received a call. I called for the 6th time on XXXX XXXX I was told by the rep that she would have someone from the PMI department call me within 3-5 business days to update me on the matter. On XXXX XXXX XXXX which was the 5th business day, I still had not received a call so I called Shellpoint. The rep said she would submit a ticket to have someone call me back. The lack of transparency, communication, and ability to fulfill my request is beyond unreasonable.
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| 05/18/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan servicing, payments, escrow account
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Web |
Servicemember |
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XXXX XXXX XXXX transferred the servicing of my mortgage loan to Shellpoint Mortgage Servicing, a division of New Penn Financial, LLC on XXXX XXXX, 2016. ( Exhibit A ) At that time, my mortgage was delinquent and XXXX XXXX XXXX had approved a six month forbearance on XXXX XXXX, 2016. ( Exhibit B ) Per statement balance from XXXX XXXX XXXX dated XXXX XXXX, 2016, my delinquent balance amount was {$6400.00}. ( Exhibit C ) On XXXX XXXX, 2016, I made a payment by check of {$3400.00} to a XXXX XXXX XXXX branch location in XXXX XXXX, Maryland. ( Exhibit D ) This should have taken my delinquent balance down to {$3000.00}. I received a mortgage statement from Shellpoint Mortgage with first payment due for XXXX XXXX, 2016 in the amount of {$1300.00}. ( Exhibit E ) I contacted Shellpoint Mortgage on XXXX XXXX, 2016 to notify them of a my payment that I made to XXXX XXXX XXXX. I spoke with XXXX XXXX XXXX, he informed me that my total past due amount is {$6400.00}. I told him I did n't understand why it is that much. He explained there is {$2500.00} of fees and charges accrued over the years of having the loan. He told me to email escalations. I sent an email to escalations on XXXX XXXX, 2016 ( Exhibit F ) and another email on XXXX XXXX, 2016. ( Exhibit G ) I received a letter dated XXXX XXXX, 2016 in response to my emails. This letter shows a balance of {$7800.00}. They state in the letter that {$2500.00} are corporate advances. ( Exhibit H ) I have a statement dated XXXX XXXX, 2016 with a past due balance of {$7800.00} ( Exhibit I ) and a statement dated XXXX XXXX, 2016 with a balance of {$4300.00}. ( Exhibit J ) I made a payment of {$1300.00} on XXXX XXXX, 2016 ( Exhibit K XXXX On XXXX XXXX, 2016, I called Shellpoint customer service and spoke with XXXX XXXX and XXXX XXXX, they stated my current balance due is {$6400.00}, delinquent for three payments. My monthly payment is {$1300.00}, which adds up to {$3900.00}. I do n't understand what is happening to my mortgage account. I fear that this transfer of mortgage servicing is going to cause me to lose my home due to errors in financial computing.
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| 08/03/2016 |
Yes |
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- Settlement process and costs
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Web |
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My mortgage servicer and lender ( s ), Shellpoint Mortgage, et. al., will not acknowledge nor process my application for modification. I have sent it via email to XXXX ( XXXX ) email addresses they gave me and also, for good measure, sent it by First Class US mail. I followed up months after sending it in, but, they will not acknowledge nor process my modificatiion application. They now say that I they have given me loss mitigation options, but, they have not, refuse to process my application! They are referring my file to foreclosure. I have been trying to modify this for years and this is what happens every time. They also are harassing my wife ( who is not on the account whatsoever ), my little girl ( XXXX years old ) and my son ( XXXX years old ), by sending a man to our front door and interrogating my family about collection / foreclosure, writing erroneous collection / payment demand letters and communicating on the phone about erroneous collection / payment demands. This man would not give his name or his company. I requested information pertaining to this man, who has been to our home on multiple occasions, but, Shellpoint, nor XXXX or XXXX would not respond. Also, they have given me multiple names of Owners of the 'loan ' including XXXX , XXXX and XXXX. I requested a meeting or video conference to see the Original Note, but, they will not respond. I want to see who is on it ( my wife is really upset because she is not on it ), who the real Owner is? and who they endorsed the Note to. If I had all of the money to pay this off, I would Honestly not know who to pay and would not for fear of XXXX or XXXX or XXXX other entities trying to collect on me ( and illegally attempting to collect my wife, daughter and son at our home )! I know that the RESPA law requires that they properly accept, acknowledge and process a loan modification / loss mitigation request timely prior to taking people 's homes. I ask that you require that they enforce this, with whatever authority you have or offer me any guidance and / or direction to remedy this large problem. Thank you so much in advance.
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| 07/14/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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To Whom It May Concern, Hello, I lost a large part of my income due to the pandemic. Concerned about paying my mortgage and after hearing about mortgage companies deferring payments for up to three months, and considering Id never been late with a payment, on or around XX/XX/XXXX I decided and called my mortgage company NewRez Financial and asked if I could have my mortgage deferred. The person I spoke with explained it shouldnt be a problem considering the COVID situation and said she'd get back to me by the end of the week. She called me back and said that my request was accepted. She said that my mortgage would be deferred from XXXX until XXXX. To be sure I asked how deferral would work and she explained that my mortgage payment would just be extended for three months tacked on to the end of my mortgage loan and that there would be no penalties, fines, or fees and that this wouldnt effect my credit. A week or two later I received a scary email requesting mortgage payment, and a week later an email apologizing for the request. I called the company about the emails and was told not to worry and to ignore any other request for payment. A week or so after that I received a letter in the mail from NewRez which I did not open. Not long after I received another letter and so I opened it and there was a letter explaining to me that my mortgage was in forbearance. I called my mortgage company about the letter and was connected to a debt collection service named Shellpoint. The man I spoke with said that I misunderstood. I am certain that I did not misunderstand. He explained to me that the 3 months of mortgage was expected to be paid in full by XX/XX/2020. I explained that this was not expected and said that I feel Ive been misled and felt I was being taken advantage of. I called and asked to speak to a supervisor and was told to expect a supervisor to call me within next couple of days. The call never came. I've been foolishly waiting for a call to straighten this situation out, however it has yet to come. I am hoping that reaching out to you can get me a positive result.
Thank you!
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| 05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I was awarded a grant or loan from the Hardest Hit program for {$50000.00} plus. I was never told of the correct amount from the Servicer nor was I explained where and how the money was appropriated. I wrote them numerous times and asked for an itemized account of how the money was distributed. I never got what I asked for however they gave me three different amount on three different times. The only account of the money was I was told my payment would be {$780.00} per month because of the grant.
With in a few days the Servicer wrote me and told me my payments was raised. A few more days later they wrote me again and said my payment was raised again. a few more days they again wrote me saying the same thing. I wrote the CEO and told him no one was cooperating with me and we have a LAW against that. This is called a QUALIFIED WRITTEN REQUEST ( QWR ). I told them I was not going to pay the raised amount until I see why and if they had a legal right to raise my payments. The grant gave them {$25000.00} for all behind payment for escrow accounts I wrote the CEO more than five times. I have been paying the {$780.00} on time since the grant and they have messed up my credit and never sent me the requested material. I was told about 10 days ago they would send the requested material in thirty minutes but they never did. I had a lady name XXXX from HOPE on the line with me. This Company have messed up my credit with lies about not paying my notes on time ( enclosure ). I have been on time with all my payments.
When I had this loan refinanced in 2007 the two men that handled the refinancing was not licensed in Oregon. The State nor the Servicers have done nothing about that. I found this out recently. Is this legal?
I have wrote to the Government who gave me the grant but they only tell me to contact the State of Oregon. The State of Oregon start talking and all of a sudden the say let me call you back and the never do. One of the women I spoke to with the State of Oregon said she was the head person.
I was told by an XXXX XXXX that this grant was not handled by the Laws of Oregon.
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| 09/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is my fourth complaint regarding fraudulent and predatory practices of New Rez aka Shellpoint mortgaging services during healthcare crisis and national pandemic.
These companies deceitful acts are to be exposed and investigated.
In response to my complaints to these companies, including to their escalations department, LM specialists including XXXX XXXX, XXXX XXXX etc, New Rez /Shellpoint issued another response dated XX/XX/XXXX which this time is unsigned. The said response was uploaded into the CFPB website by New Rez/ Shellpoint. In accordance with GBL, the consumer is entitled to know the name and the title of person responding to the consumers complaints.
The said response stated in paragraph 4 : Loss Mitigation Department representative attempted unsuccessfully to reach you at a phone number ending in XXXX on XX/XX/XXXX and XX/XX/XXXX to discuss extending your forbearance for an additional three ( 3 ) months toXXXX XXXX, XXXX ; a voicemail was left from the XX/XX/XXXX contact attempt.
When I again contacted Loss Mitigation, LM Specialist XXXX XXXX stated that : We cant extend the forbearance plan toXXXX until XX/XX/XXXX..
XX/XX/XXXX is the deadline on the current forbearance. Leaving no grace period for extension puts the loan into a possible default, and is unconscionable.
I have sent numerous correspondence to the company requesting their official position as to why despite of the companies statement that your XXXX XXXX XXXX XXXX f//k/a XXXX XXXX ( XXXX ) backed loan is entitled to a 12-month forbearance period total, in maximum increments of six ( 6 ) months, if you request it due to a sustained inability to make your full contractual monthly installment payment, no forbearance or any response is being provided as of XX/XX/XXXX and my correspondence is being simply ignored.
As a retaliation to my inquiries into the companies fraudulent practices, my escrow account is being charged for insurance when my condo and HOA insurances are current and active. Copies provided to NewRez and Shellpoint.
As such, signed response to this complaint is requested.
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| 03/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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In XXXX of XXXX my Mortgage Servicing was transferred to New Rez-Shellpoint Mortgage servicing My new Act. # was XXXX. I was previously under a forbearance with the prior servicer XXXX XXXX Act. # XXXX. I contacted Shellpoint by phone i Early XX/XX/XXXX. I was due to make first trial payment on a flex modification which had been offered with XXXX and was told by Shellpoint Loss Mitigation that I could not make a payment before all of the paperwork transferred. Shellpoint also would not honor the previous Flex Modificaiton for which the first payment was due. I was told a new Flex Mod. would be offered by XXXX. I was also told there would be no negative credit reporting for 60 days under the RESPA Act. so there was time to get everything on track. On XX/XX/XXXX they offered the modification with the and my first trial payment was made on XXXX XXXX The due dates of trial payments were as follows : First payment : {$1300.00} by XX/XX/XXXX Second payment : {$1300.00} by XX/XX/XXXX Third payment : {$1300.00} by XX/XX/XXXX All payments were made prior to due dates.
Despite the Respa protections and despite my being in the process of receiving a federally backed Flex Modification due to hardship caused by coronavirus Shellpoint reported the loan as 120 days past due for the Months of XXXX, XXXX and XXXX of XXXX, This reporting is counter to the requirement of the Cares ACT SEC. 4021. CREDIT PROTECTION DURING COVID19. This Act states that during the period of an Accommodation a borrowers account shall be reported as current the text is below.
( ii ) REPORTING.Except as provided in clause ( iii ), if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ( I ) report the credit obligation or account as current I am attaching the Modification Offer, a copy of 4021 of the cares act and my Credit Report. I am also sending the final paperwork completed in XXXX of the successful Modification.
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| 11/07/2023 |
Yes |
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Servicemember |
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This year I fell behind on my mortgage with Shellpoint Mortgage Servicing/ NewRez and was told I need to go on a repayment plan. My payments went from $ XXXX/month to XXXX XXXX/month. When I started this repayment plan, I put over {$6200.00} down to show I was trying to get caught up. However, they're now saying they have no record of that payment and there has been no money put towards my escrow during this time of my repayment plan, which has resulted in over {$18000.00} in negative escrow due.
I made all of my payments on time until XXXX. I called to make my normal payment, because I can not pay online or via phone. ( I have to speak with a rep every month. ) And when I called to pay {$1700.00}, they told me I owe over {$5000.00} on that month because my insurance fell through, and they put me on lenders placed insurance. Nobody told me I my insurance had fallen through, or anything was wrong with my account any of the previous months. I immediately got that fixed and was told my payments of {$1700.00} would resume. I requested an itemized list of every charge on my account and have not received it. I also, requested an outline of the " insurance '' I was placed on and haven't received it. I'm also locked out of my account which they are aware of.
I've been told I was on lenders placed insurance with three different timelines and no solid answer to any questions I have brought up. I got ahold of a Supervisor XXXX XXXX and she left me high and dry with no answers or reply after telling me that what they were doing to my account was illegal. I have exhausted all avenues to resolve my account and have these wrongful charges fixed.
I also am military and will be moving XX/XX/. My house is listed for sale, and I've had three offers that I had to turn down because the amount of negative escrow on my account. At this point Shellpoint Mortgage lender is ruining my credit, my account with them and wrongfully allocating my money in order to force a wrongful foreclosure. I've also since been removed from the repayment plan, so it shows my late on my account for multiple payments.
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| 12/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I believe my property was wrongfully foreclosed on. I have sent a large attachment with correspondence and the following to thetrustee that foreclosued on my property. The pages correspond with the attachments I had sent. There was gross negligence by theemployees and account managers assigned to my XXXX XXXXXXXX and it resulted me in losing my home when i didn't even know there was apending sale. I was unaware of an active sale date of my property and found out about it when the third party showed up at myproperty letting me know they purchased it at the auction. Up until XX/XX/XXXX, I was in communication with my accountmanager assigned to my XXXX XXXXXXXX to fi nalize a trial modifi cation I was approved for in XXXX of this year and had made 6 successful trialmodifi cation payments for. I was in an active modifi cation trial and had made all trial payments. Contradictory information andnegligence for months caused the sale of my home, a sale that I wasnt even aware of was pending. I was in communication with myaccount contact who was following up with the escalations department TWO DAYS PRIOR to the sale which led me to believe my fi lewas still being worked on ; a follow up for something that was submitted to the escalations dept from XX/XX/XXXX for documents that weresubmitted for review by an employee of Shellpoint on XX/XX/XXXX! Again, I dont want to start any legal proceedings, because I believe thiscan be resolved by reversing the sale of the property, and with the information I provided, I believe I have just cause to have thatdone. I will not lose a house thats been in my family since XXXX because of the careless and negligent mishandling of mymodifi cation by Shellpoint and their staff. I have over 60 pages in correspondence that I've printed and notated. I would like theforeclosure rescinded and be given the actual chance to pay back the amount that was owed. I again would never have let my familyhome of 34 years slip through my fi ngers had I known it was in active foreclosure. I request review and resolution to be able to getmy home back. THank you in advance
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| 08/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Since COVID-19 pandemic I entered into an agreement with my mortgage co into a forbearance. They reported to XXXX XXXX that I was delinquent on my XXXX payment. I'm on a forberance plan with them which states I will not be reported to the credit bureau. I called XXXX because my credit score dropped XXXX pts. and was told my mortgage company reported I was delinquent on my XX/XX/XXXX payment and that I was in Chapter XXXX bankruptcy. I was discharged from my bankruptcy 1 year ago after having it on my credit report for 10 years. Shellpoint can not add a statement in my credit recordabout being in bankruptcy when I did my part and have a record on my credit report for 10 years and being discharged 1 one ago. I started a dispute with XXXX XXXX. I immediately call my mortgage company to find out why this happened and they apologized and would fix the problem. I waited one month for the dispute to be over. I called today XX/XX/XXXX to XXXX to ask about the results from my dispute and was told my mortgage company came back with a no change status results. I called my mortgage company and spoke to a supervisor and he told me that Shellpoint did response as of XX/XX/XXXX but I would not see the results for a couple of weeks. I again on XX/XX/XXXX called back XXXX to ask when the results of my dispute would be updated. I was told results are updated immediately and Shellpoint did respond with a no change status. I started a new dispute. After I called Shellpoint again to complain about my situation and was told by customer service that my dispute/complaint would have to be sent to them in writing. I don't understand why and how SHellpoint can get away with this. I have excellent credit history and now my score in XXXX pts less. I did have a bankruptcy that started in XX/XX/XXXX and ended in XX/XX/XXXX I was discharged. I did not add my mortgage in my bankruptcy. I have been paying it ever since until I lost my job during this pandemic. Shellpoint can not add anything having to do with my prior bankruptcy or missing a payment as Im in a forberance plan with SHellpoint. Please help
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| 07/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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2 years ago I entered into trial modification with Shellpoint mortgage servicing after they rejected a loan modification with keep your home California. I made all of the payments on the Trial modification. For the last payment, the representative refused to accept my phone payment claiming that the amount had now increased several hundred dollars. This was unfair.
Shellpoint sent me a letter later asking about making a lump payment to bring the monthly mortgage payments down to the loan amount. Each time I requested the exact amount of the lump payment I could not get an amount as I wanted my payments to be the same as the trial. This was unfair.
Because they would not accept my payment I fell behind as they subsequently would not accept mortgage payments for a month unless all months were paid. This was unfair. 4 months ago I sent them an Ach transfer from XX/XX/XXXX they sent it back. I purchased a XX/XX/XXXX cashier Check and they sent rejected it and refused to accept any payments.
The single point of contact was changed in XXXX and provided no options The company made no effort nor provided any options. The company and representatives have been rude unprofessional obnoxious, call and then say they have nothing to offer so why do you keep calling. They never considered me for any loan modifcations and set a sales date.
The company is unethical and requested a payment for arrears for {$29000.00} to bring the loan current. The initial point of contact said she would send me a letter of immenient forclosure to send to my TSP for a withdrawal. She has no knowledge of TSP and was ill informed. In her mind a TSP is the same as a 401k. It is not. She said she gave me a month to withdraw funds out of my tsp,. This is a lie as TSP is not a 401k and NO NO NO withdrawals are allowed until the new laws take effect that will allow for withdrawals on XX/XX/2019. The initial single point of contact provided no other solutions. No lower interest rates. No change in monthly mortgage amount. Nothing at all. Totally unhelpful did nothing at all to help keep my home, They refuse
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| 12/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Older American, Servicemember |
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Please refer to my previous complaint : XXXX, submitted on XXXX XX/XX/XXXX. I regret bringing this dispute before the Bureau again. But the Bureau does insist that it wants to discover patterns of misconduct by commercial firms. And New Rez, like the ancien rgime in XXXX or like a XXXX XXXX in XXXX, has shown itself incapable of learning anyting at all, at all. Its wandered off the Rez again.
Some time-and-motion hotshot must have persuaded New Rez it could fire most of its wetware ; pay the remnant little and train them less ; and then make big bucks by relying on algorithms, formulas, and lines of code. In practice such late-stage capitalism works no better with New Rez in XXXX or XXXX XXXX XXXXhan with XXXXwhich I also never signed up for yet got bumped into by XXXX XXXX XXXX No actual human being at New Rez answers, returns, or places a phone-call. This holiday extends to XXXX XXXX of the Compliance Department : Despite her performatively contrite letter of XXXX XX/XX/XXXX inviting me to call, she has gone for 4 on calling me back.
Three minutes of thought by New Rez about the two current, sufficient policies that I and my condominium ( the XXXX XXXX ) have provided to New Rez, followed by three minutes of chat between me and an actual human being at New Rez about the policies, could resolve this dispute without embroilment of the Bureau.
" If theres one thing I can appreciate about anything I [ transact ] on-line, its a responsive customer-service line. I made five calls to [ a firm ] during various stages of trying out this service. I had some trouble figuring out the site and initially confused the drop-off and pick-up dates, but [ each time ] I was able to get everything sorted out [ with ] a call answered on the first ring.secret shopper for the XXXX XXXX Yet New Rez must believe , as XXXX XXXX XXXX jested , that thought in general, and chat by one of the few actual human beings left on its meager payroll in particular, are irksome while six minutes is a long time. Therefore, Im obliged to deal with New Rez through the medium of your good offices again.
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| 05/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I called my Mortgage company for a forebears during corv19 panoramic because financial i was affected. So they put me on a forebears plan and someone from my Mortgage called me XX/XX/2021 and stated it was coming to a end at the end of XXXX. I was told i was going to have 3 options 1. Modify my loan 2. Deferment 3. Refinance my loan. I stated i wanted to pay extra towards my loan to catch it up. So he said i had until yhe end of the month to decide. At the end of the month no one called so i called and was told that i can get 3 extra months so me trusting my Mortgage company because i know they are only trying to help me i thought. So it was getting close to the 3 months i called in XXXX and some one said that the extra 3vmonths didn't go through and i said no one called me. So he said well im going to re-send it through. So i had so much going on i didn't follow up big mistake now i know i received a letter talking aboit foreclosure so i call my mortgage and they said oh i will fix this you have another 3 months they say when something sounds to go to be true most likely it's not. But i through they are for me why would they lie. So i know the payment was coming up so i had no missed calls from them so i called and was told im in foreclosure wow now i cant breathe so i say what about me paying more towards my loan i was told i didn't qualify for that anymore. My forebears end at the end of XXXX and I said no one tried to call me and she said they have notes that try tried but the number wasn't working and i didnt have any more on file and i said thats not true because someone called me in XXXX ON THE SAME NUMBER so now. So now i spoke with so one that said they are going to put in for a Modify my loan but its impossible to get approved. So this is so horrible i cant even trust the people who surpose to be there to help me and she stated that there are other people thats going thru the same thing. She told me to write a statement so thats what im doing because me and others don't deserve this first they play like they for us and next we about to be homeless please help.
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| 10/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX # XXXX In XX/XX/2020, XXXX mortgage, without prior notice, increased my mortgage payment by {$300.00}. When I inquired why, and informed them that a {$300.00} increase, without notice would throw me into a foreclosure situation, They provided no explanation, other than my escrow balance was short by thousands of dollars. I called the escrow department in a desperate attempt to obtain answers, and was transferred to XXXX XXXX in late XXXX, after I acquiesced and scraped together the difference to avoid a late payment fee {$1700.00} ( old payment was {$1400.00} ). Mr. XXXX was courteous and professional and asked me to send proof that my RE tax bill had actually decreased due to my first time FL Homestead application. I sent it to him, and he returned my calls and emails after 2 weeks. He said that he was still working on my issue, but failed to give me an update after another week of waiting. I called today and spoke to XXXX and XXXX ( Supervisor ). XXXX was rude, condescending and unhelpful. She could not tell me why there was a deficit in my escrow account of {$2400.00}, even after my tax bill was reduced by $ XXXX- {$800.00}. I called back and spoke to XXXX and received some encouraging news, but was still forced to pay $ XXXX. XXXX promised that they would perform a new escrow analysis but couldn't tell me when the results would be ready.
During this very stressful time and in the middle of a life altering pandemic, Shellpoint Mortgage have showed no compassion, leadership or kindness. {$300.00} more per month, without notice could force me into foreclosure. It would appear that the shortfall was their negligence My tax bill is less and my mortgage payment is higher. I contacted my insurance broker and the premiums have not gone up substantially. I need help navigating through this financial calamity. Shellpoint Mortgage have provided no assistance. I would think that consumers would be protected from opportunistic predators like Shellpoint Mortgage. I'm hoping that this agency can assist.
Thank you, XXXX XXXX
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| 08/18/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX has wrongly charged my mortgage PMI after I had it removed as of in XXXX of XXXX with my previous lender ( XXXX XXXX XXXX ). My mortgage was transferred to XXXX XXXX on XX/XX/2018 where they continued to charge my PMI. After calling XXXX XXXX they stated they will review the matter in XX/XX/2018. After repeated calls and attempts to follow up with the removal of PMI and refund of money, XXXX XXXX stated will only refund me 2 months of PMI until XX/XX/2018 and not XXXX or XXXX. In addition XXXX XXXX has overdraft my account by charging me for 2 months of mortgage on XX/XX/2018 for months of XXXX and XX/XX/2018. Then, XXXX XXXX charged me again for XX/XX/2018 Mortgage. In the 5 months I have been with XXXX XXXX they have charged me for 7 months mortgage. XXXX XXXX has serviced me a letter stating they have done no wrong doing and will establish a late charge fee that I have previously removed because my automated bill pay was not established correctly by XXXX XXXX within the 60 day allotment of time for loan transfer payments to be set up. In this letter XXXX XXXX states, " our records show on XX/XX/2018, an online ACH payment was scheduled in the amount of XXXX for your XX/XX/2018, installment with an additional amount of XXXX to be applied to your XX/XX/2018 installment. On XX/XX/2018 both payments in the amount of XXXX were drafted from your bank account. '' Then further down the letter they also stated, " your first recurring ACH payment in the amount of XXXX was drafted from your account on XX/XX/2018 and was applied to your monthly principal, interest and escrow payment for XX/XX/2018. '' In their own letter, XXXX XXXX contradicts themselves and still upholds no fault was done by them. After repeated attempts to resolve the matter XXXX XXXX has failed to follow up with me, resolve the matter and deny any wrong doing on their end, nor have refunded me the appropriate amount of money for their mistake of PMI removal, have not removed a late payment from my record and lastly took more than 30 days to complete my inquire about the issues with my account.
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| 04/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX XXXX XXXX solicited and encouraged me to enter into a hardship plan during the Covid-19 Pandemic, offering a 3 moth deferred payment plan, with the promise of a loan modification or deferral of past due amounts to end of the loan. A month after accepting the offer they transferred the account to Shellpoint Mortgage Company. Shellpoint immediately placed the account into default status and began threatening foreclosure. Additionally, they contracted with another company who changed the locks on my property and alleged to winterized a home that had been previously winterized.
After filing a complaint with your agency in XXXX of XXXX Shellpoint honored the agreement made with XXXX and my account was returned to good standing. However, Shellpoint has consistently denied me access to the property even though there are no outstanding balances on the property. Every attempt since XXXX to gain access to the property, as recently as XX/XX/XXXX has been met with the same statement. We are escalating your your request and someone will be in contact with you within 24-48 hours. The return calls never happens, in spite of the monthly mortgage being paid and in spite of advising their customer service reps and supervision that the calls were being recorded and that I would be contacting an attorney As a result of being locked out of my home, I have been unable to assess any damage rendered to the property by Shellpoint representatives or lease the property to interested parties. However, my phone is inundated everyday with callers seeking to purchase the property.
XXXX and Shellpoint 's handling of this property has caused substantial stress and severe mental anguish as every attempt to conduct routine business results in unproductive phone calls no less than 1.5 hours.
As I stated in the XXXX complaint, XXXX XXXX and Shellpoint mortgage seems to be complicit and nefarious in their actions with consumers, with a common goal of seizing the properties of unsuspecting people. I strongly urge a full investigation into their day to day interactions with consumers.
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| 09/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have owned a coop located @ XXXX XXXX XXXX XXXX XXXX NJ XXXX since XXXX.
I originally obtained a 30-year mortgage from XXXX XXXX XXXX but over the years the lenders changed from XXXX to XXXX and then to Shellpoint Mortgage ( aka New Rez ) which was not my doing, but the result of the transactions between the lenders. During the entire time I owned this coop unit, the property has always been insured without any gap or lapse of coverage as required by the building.
Shellpoint Mortgage took over around XX/XX/XXXX and suddenly sent out a letter stating that my property didn't have proof of insurance so they had to insure it on my behalf and start an escrow account. So, I immediately uploaded my proof of insurance ( the policy coverage page ) to the web address they provided, and received their letter dated XX/XX/XXXX ( See attachment 1 ) confirming that they received the proof of my coverage & that they are canceling the insurance they purchased on my behalf and thereby the escrow account as well.
However, even despite & contrary to their own confirmation and numerous phone calls to correct the matter during which they all confirmed again that I had no liability and they would pass it on to their insurance department ( to no avail ), they have not canceled the escrow even to this date and still continue to bill me for this escrow account ( See attachment 2 ).
I don't have the bill that contained the original escrow amount any more, but I remember it as in the neighborhood of {$69.00}. It's not a significant amount, but the amount that never even needed to be there in the first place, but that they kept on bilking me with all this time since XXXX last year despite the proof of its non-necessity.
This is also an epitome of the staunch bureaucratic rigidity plaguing the industry that don't admit to their own fault even in the face of the clear proof against it. Moreover, this is a clear example of how predatory these lending institutions are even down to nickeling & diming of their customers.
I await your just & rational action against Shellpoint 's injustice.
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| 09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint has charged a late fee that I feel was wrongly imposed and they stated they are unable to reverse it. Customer service told me they the ability to waive the late fee had I already not made a subsequent payment but because I made the next months payment, the late fee was already applied and they can not credit my account.
The mortgage payment for XX/XX/XXXX went up by {$83.00}. I never received the notice of the increase payment, although their records show that it was sent to me. Anyhow, I made the XXXX payment ( via my automatic bank pay ) of the old amount. Because there was a deficiency, of {$83.00} Shellpoint imposed a late fee of {$20.00}.
The late fee notice is dated XX/XX/XXXX but since I was out of town I did not get the notice until XX/XX/XXXX. Since the XXXX payment was now due, I went ahead and made sure to submit a timely sufficient XXXX payment and believing I could contest the late fee after.
I called Shellpoint after the XXXX payment was received to challenge the imposition of the late fee. The customer service rep explained that he did not have the technical capability to reverse the fee. He informed if I called before I made the XXXX payment he could have waived it.
First, I believe I should not have been imposed the fee due to not having received notice, and the amount of the deficiency balance.
Second, the imposition of the full amount of a late fee- {$20.00}- declared owed due to a deficiency of {$83.00} on the account is wrong/disproportionate. The late fee amount is what is supposedly stated in the mortgage note and is the full late fee regardless of what the amount owed. To me this is highly unfair and deceptive.
Third, the inability of the customer service rep to remedy the situation due to payment and timing is unfair and illogical.
Fourth, the rep did provide a means to snail mail submit an appeal or to fax, which I may still try to do, but they should have an electronic means to submit such things. Going through the extra steps of write, print and snail mail/fax is burdensome compared to the {$20.00} fee in dispute.
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| 07/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am contacting your office to formally appeal the denial of the modification request for the property located at XXXX XXXX XXXX XXXX XXXX XXXX, CA. I received a written denial from Shellpoint based on NPV calculations that stated that I did not qualify for help. However, there were multiple errors made by Shellpoint in the data that was used to evaluate my request. These requests relate to the income used, as well as the appraised value that was listed on the form. These are obviously two MAJOR determining factors and the incorrect information used to conduct this evaluation renders the entire underwriting decision moot. Error # 1 : The file that was submitted in XX/XX/XXXX 2017 showed a significant change in financial circumstances and based on this, my monthly income average was {$35000.00} which is significantly HIGHER than the figure of {$25000.00} that was used in Shellpoint 's evaluation. Additionally, the property value that was used in their evaluation was listed as {$3.00} million dollars. However, I have correspondence from Shellpoint ( attached ) that clearly states that on XX/XX/XXXX Shellpoint acknowledged that the current property value was XXXX XXXX dollars. Now their appraiser and Shellpoint is attempting to state that the appraised value of this property increased over 1 million dollars in two months time. Not only is this inaccurate, it is mortgage fraud. It seems that Shellpoint is changing the rules of the game as we go and then hiding behind negative NPV as a reason for denial. They have changed the value of the property 3 times and over a million dollars each time. They have used inaccurate and outdated income figures to determine if I qualify for any assistance programs or plans. I understand there is a large delinquency but I deserve a fair and accurate review based on the information presented, not based on whatever value Shellpoint decides to use to back up their assertions. I thought that it was no illegal for appraisers to grossly inflate values in order to please the lender, yet it is obvious that is what is going on here
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| 07/17/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I recently had an escrow analysis done by Shellpoint Mortgage servicing. The analysis came back as me owing {$440000.00} due to a shortage in my escrow account. I Knew my shortage was coming. I tried to contact Shellpoint multiple times to try to pay more in my escrow account to offset the eventual increase in my impounds account. Most of the additional money was applied to my principle of my loan, or the money was put in a side account, and nothing was done with it to reduce my shortfall in my impounds account. When I tried to notify Shellpoint about an impending increase in my impounds account, they told me to write a different check for the amount of my shortage for my impounds account, and write Escrow Only on the check a long with my account number. I did everything they ask, and my checks were still applied to my principle. I called them again to speak with someone in escrow regarding my impending increase in my escrow account. They stated all information must go through customer service, and I could not speak with their escrow department. They said I could fax a letter to them about my problem. I faxed a letter to them, and they still did nothing. Eventually Shellpoint refunded all of my excess funds sent to them for the shortage in my impounds account. When I received my analysis recently, I was told if I could n't pay the amount in full, my monthly payments on my mortgage would go up {$800.00} a month more. I would have to pay off the amount owed in my impound account, and play catch up with my shortfall in my impounds account. This is clear evidence of Shellpoint trying to generate debt. By doing so, they would get interest on my impounds shortage, mortgage interest, and of course the amount owed for the shortage. This is clearly an intentional act to get more money from the consumer. Their accounting practices are always behind in what is owed. They hit you with late fees if your are late even if it was their fault. It seems one hand does not know what the other is doing.
Shellpoint is clearly trying to make customers default by their business practices.
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| 06/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In a letter dated XX/XX/2022, sent via the CFPB, responding to complaints XXXX and XXXX, Shellpoint made the following statement : " XXXX, XXXX, not in its individual capacity, but solely as trustee on behalf of XXXX XXXX Trust is currently the owner of the account number ending in XXXX '' " XXXX, XXXX, not in its individual capacity, but solely as trustee on behalf of XXXX XXXX Trust holds legal title to your loan XXXX XXXX and has hired Shellpoint to service your mortgage loan and to act as agent for them. The servicer is responsible for ongoing administration of your loan, including receipt and processing of payments, sending your billing statements, managing the escrow account and paying escrow items, resolution of payment-related issues, receipt of legal notices, and response to any other inquiries you may have regarding the servicing of your loan. The owner does not service the loan. All correspondence and inquiries concerning your loan should be addressed to Shellpoint. '' They then state : " Shellpoint is unable to execute this deferment offer ... '' and " ... Shellpoint resubmitted your deferment request to your investor, and a 9-month deferment was approved, but you were required to submit two monthly installments '' The problem I have here is when I talk to Shellpoint, they state that they are unable to do things ( like help us exit forbearance based on the CARES act ) because the Investor needs to approve.
However, they are also stating that XXXX does not have anything to do with the loan besides owning it, and everything must go through them.
It seems Shellpoint has created a situation where it is impossible for us, as borrowers. I can not work with them because XXXX has final say as the owner, but I can not talk to XXXX.
I wonder whose call report or 9C this mortgage sits. Is it XXXX? If so they are bound by the banking regulations for originating it.
If, instead, it was originated as an MBS or other securitized vehicle, the investor should not have any say into whether or not I am granted a forbearance, an extension to a forbearance, etc.
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| 03/24/2022 |
Yes |
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- Trouble during payment process
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Web |
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When we ( my husband and I ) initially purchased the house it was with XXXX XXXX and a month after we closed on the house, it was sold to Shellpoint/Newrez. The house was constructed in XXXX, they paid the taxes of the property in XXXX, which did not include the new information of the house. They returned money to us, from the escrow account in XXXX for {$3100.00}. I called the mortgage company to find out why they sent us this check, since we are first time home buyers, they said it was because it is an FHA loan, the amount in the escrow account for the insurance and taxes could not exceed over {$50.00}. Due to an error on the mortgage company 's behalf, around the beginning of XXXX they lowered our mortgage from {$1300.00} to {$1100.00}. As a result, we contacted the mortgage company to inquire why the mortgage payment decreased.
The mortgage representative informed us that there was a payment error and related what the correct amount would be in order to pay the loan, taxes and insurance on the house at the end of XXXX. As a result, the mortgage company paid the taxes on the house and this included the construction cost of the house. The mortgage company paid {$3000.00} on XX/XX/XXXX. When we attempted to make the payment on XX/XX/XXXX, we realized that our Mortgage payment increased substantially from {$1100.00} to {$1500.00}. We immediately contacted the mortgage company the same day and advised them that this is causing a financial hardship. Due to the fact that we had no knowledge that the mortgage payment would increase substantially and furthermore ; this was not an error committed on our behalf. The error being that the mortgage company failed by sending us a check without first accurately verifying how much we would be responsible for paying taxes on the house within our county. The mortgage company advised us that they would be conducting an investigation and that they would would be following up with us within 5 to 6 business days. Unfortunately, it has been 7 business days and we have not received any type of update or notification on the matter.
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| 02/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I have a mortgage with my ex-spouse in another state. Several months ago the statements started coming to my new address not forwarded but with the new address even thought they were not changed by me or the primary. The primary tried to get the address changed back to the property address however twice they failed to do so.
I called to try to do it and was told that because I didn't know the password they were unable to give me anything about the loan. I did not place a password on the loan however I am still on the loan under my married name and if something happened I would be responsible for the balance. Since the primary is not getting statements he is at this point late on his payment which is affecting me and my credit however they are unwilling to do anything to assist me. They were unauthorized to change the address and did not do their proper due diligence as there is no mail under my married name that actually goes to my new address.
Not only do I have concerns that this may affect my credit but I feel this practice could lead to identity theft in that they wont assist me and changed the address without written or verbal consent to do so. This appears to be a basic lack of Know your Customer Regulation practice. There was no address change confirmation sent to the XXXX XXXX address nor as I am aware to the XXXX address.
I have only requested that they update the address back to the property address. The property address is clearly listed on the statement as XXXX XXXX XXXX XXXX XXXX XXXX XXXX. When I divorced I changed my name back to my maiden name and moved. The address that the statement got changed to was XXXX XXXX XXXX XXXX, XXXX XXXX. This is a very drastic change. When I settled in XXXX I settled under my maiden name XXXX XXXX. No XXXX XXXX or XXXX XXXX have ever established residence in XXXX or credit for that matter.This can be easily verified with XXXX or XXXX systems or even a credit bureau soft pull. They did not attempt any of these in making and address determination and wont allow me access to my own loan to update or even inquire.
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| 10/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loans ( 2 ) were transferred just after funding, and prior to first payment. Payment was already set up electronically as per the instructions at closing. Payment was made electronically on time but wasn't credited for over 10 days. I expect my payment to be posted and principal and interest calculated on the day payment was received by the originator as directed. I have called to make this request only to be given excuses. I have also emailed the new servicer. I have included the email sent to the new servicer here : loanservicing@shellpointmtg.com Loans XXXX My loan was recently transferred to Shellpoint from XXXX.
The first payment on the loan was Due XX/XX/2019 as the loan just recently funded. I closed on the property and flew to XXXX for the month of XXXX. In order to make sure payment was made on time, I had set up electronic payments to the lender ( XXXX XXXX ) before leaving the country.
When I arrived home, I find that XXXX transferred the mortgage to Shellpoint. XXXX received my payments on XX/XX/2019, I called Shellpoint to make sure that payment was transferred only to be told it was my responsibility to sent supporting documentation. I was dismayed by the response. I followed up with XXXX to make sure payments were received and would be forwarded to Shellpoint, which they verified.
I looked in the Customer Service Portal on Shellpoint and see that payments were credited as of the XXXX of XXXX. Due to the poor timing of this transfer, I expect payments to be credited on XX/XX/2019, the date they were received by XXXX Mortgage. I have attached copies of my bill bay payment trackers and reciepts from my credit union for your verification.
I will also send copy of this message to the Consumer Financial Protection Bureau in the form of a formal complaint and violation of 12CFR Part 1024 in regards to mortgage transfers.
My experience with your customer service department has been very frustrating.
Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, OR XXXX I included attachments with the email that I will add below Thank you, XXXX XXXX
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| 01/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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XXXX My name is XXXX XXXX loan number XXXX, Shellpoint Motrgaging Service, XXXX XXXX XXXX, XXXX OH XXXX I was unfortunately affected by covid and was forced to skip my mortgage payments during the pandemic. I have been hospitalized and am unable to work during the pandemic and suffered from many long-haul covid symptoms. Once my forbearance period ended, I was told that I needed to make XXXX trial payments in XXXX, XXXX, and XXXX of XXXX. I even made XXXX payment on XXXX of XXXX.
I made these XXXX payments on time and was given a new loan modification. The following is a direct quote from XXXX XXXX passed by the US Congress stating that one 's account is supposed to be reported as " current '' to the credit bureaus.
" If your account is current and you make an agreement to make a partial payment, skip a payment, or other accommodation, then the creditor is to report to credit reporting companies that you are current on your loan or account. '' XXXX XXXX XXXXXXXX Shellpoint is breaking the law and reporting me as more than 120 days past due, despite the fact that I have made XXXX payments in a row as they have requested.
My first request is that they immediately fix this error and report me to the XXXX credit bureaus as the current which is in accordance with US law.
My second request is that Shellpoint lowers my monthly payment. Before the pandemic, I was paying {$2000.00} per month and had XXXX years left on my mortgage.
The new terms that I was sent are requesting that I now pay {$2100.00} for 40 years.
Shellpoint has raised my monthly payment and added XXXX years to my previous payment.
XXXX years of an extra {$2100.00} per month will result in {$420000.00} of money owed.
This loan modification was meant to help consumers, not hurt them.
In such a case when my monthly mortgage amount increases and the years increase as well. I need to have a lower fixed interest to make this situation surmountable. I have a family of XXXX and do not want to lose my home.
Please do all that you can to help my situation.
XXXX bless you, XXXX XXXX XXXX
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| 01/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Around XX/XX/XXXX there was a mix up in my checking account, resulting in an NSF for our mortgage payment to NewRez XXXX XXXX. Again in XXXX, as we were trying to sort out the checking account mix-up, there was a XXXX NSF. As a result of this, NewRez revoked our XXXX accessibility and told us that we would be able to set it up again after 6 months of on-time payments. We completed/fulfilled this. On XX/XX/XXXX I reached out to XXXX to request the ability to setup XXXX again online. They responded on XX/XX/XXXX that the XXXX XXXX had been removed and I could establish XXXX again online. After trying a few times in XXXX, I gave up and manually made the payment for XXXX. On XX/XX/XXXX, I again attempted to setup ACH, however, it still indicates there is a block. I sent another message that day. However, a few days later I received no response and still dont have the ability to set up XXXX. I again sent another message on XX/XX/XXXX, however, I have still not received a response from them regarding this issue. NewRez has made it extraordinary difficult to make payments online, pay fees associated with the NSF/late fees, in a way that I feel is predatory in nature. As it stands now, Im still not able to establish XXXX, even though I was told a month ago this was unblocked for me and I have not received any responses to my follow-up messages.
I then filed a complaint with CFPB on XX/XX/XXXX regarding this situation. I received a response on XX/XX/XXXX, indicating that they have " Restored access to enrollment in automatic recurring payment plan. '' After making my XXXX payment on time, I logged in to the website today, XX/XX/XXXX to setup automatic draft payments. However, the website still gives me this message : " We are sorry, but we are unable to accept recurring payments from you at this time. '' This is extremely frustrating that the company on multiple occasions has said that they have restored automatic drafts but not in fact done so. I would like to see this escalated back to NewRez and have a supervisor that can handle this take a look at the issue.
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| 10/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage got sold to Shellpoint Mortgage a few years ago. My sister and I have paid our mortgage on time every month. Shellpoint adds hundreds of dollars a month in arbitrary fees making it impossible to keep it paid up. Last XX/XX/XXXX they sent a letter saying they were going to foreclose on our house due to these fees. I got the money ( over {$2700.00} ) to pay them. In XX/XX/XXXX of last year they sent me a letter saying we were paid up.Then in XX/XX/XXXX of this year the payment statement said we had extra fees of {$660.00}! It has increased every month since then. I have talked to them and sent letters to no avail. This week they sent us a letter similar to the one we had last XX/XX/XXXX saying they were going to foreclose due to these fees again. They say now we owe {$5400.00} in fees. I don't have any money to pay that and shouldn't have to. I have talked to a lot of people I know and they don't have these kinds of fees to pay and we have never had them either until we got Shellpoint as our mortgage company.
In 2006, we made a big mistake in trusting the husband of a co-worker who promised us to get us into a fixed rate rather than the adjustable rate. We met with him 3 times. He ended up giving us another adjustable rate which we didn't know. He also had our house ( that is old and falling apart ) appraised for three times more that it was worth so increasing our payment by a lot of money. We did not get money from his refinancing but we found out years later that he had two checks written out for him with our money for over {$50000.00}. I tried to get help with this mess back then and NO ONE would help us. We have lived in this house for over 25 years and we will never own it and we have paid a fortune for it! When we bought it, it was for {$120000.00} and when he refinanced it, the loan was for {$380000.00}. Our lives have been miserable since this happened. We have our mother and adult nephew ( who doesn't work ) living with us so it is important to have a place for us to live! We have tried everything we know how to do to keep this house.
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| 04/14/2020 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
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We recently refinanced our VA mortgage with NewRez. It has thus far been a terrible experience and I would rather be paying higher interest than dealing with them. I got laid off due to covid. We sent the online request form for assistance. We did not hear back. Called and waiting over an hour on hold. Was told they would cancel our autopay and someone would get back to us within two days. Did not hear back and they still ran our payment. Called again, waited an hour on hold again. Was told someone would get back to us within a few days. Was told to call someone else for reversal of payment they processes. Waited on hold again. Has been almost two weeks and payment has not been reversed. We got a letter in the mail saying we were approved for forbearance for 3 months and after 60 days would be re-evaluated for options. Website says this will not impact credit and says loan terms can be adjusted as an option to make up missed payments ... all sounds ok. Yesterday we got a letter from ShellPoint, who does loss mitigation. The letter states they decided that we dont qualify for hardship and they believe we have the financial resources to keep current with our mortgage. The letter states we are granted forbearance but will be reported as delinquent on our credit report and will still owe the sum of missed payments at the end of the 3 months. It states they decided we dont qualify for loan modification and our options are short sale or foreclosure.
Based off the CARES act and VA guidelines what theyre doing is totally unethical, illegal, and displays bully tactics during which they are clearly trying to force us into short sale or foreclosure. How they made the determination that we do not have hardship is not only false, its without any justification. I called both new Rez and ShellPoint yesterday, waited on hold an hour again, and was not given any answers, just told to call back. I am now spending entire days trying to rework our finances to avoid having to enter forbearance on the mortgage because with what theyre doing, its not even worth missing payments
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| 08/02/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Filed for a VA mortgage, XX/XX/2023, no money down due to closing of old home and after closing of the new home. Also selling short-term rental condo in XXXX XXXX XXXX XXXX Fl.
Intention of using proceeds from sale to recast our mortgage within 2 months of closing and lowering our monthly payment. This attractive feature and having between $ XXXX $ XXXX was the main reason for applying for the mortgage with New Rez. Purchased {$470000.00} home and approved for such, again with recasting loan within first 60 days. Never told of any restrictions. Paid first mortgage XX/XX/2023 called New Rez for re-cast instructions on how and where to send monies. We were given an address to wire money. Thank God our current bank which holds our money would not let us wire such a big amount of money, based on verbal instructions to be sent via email and because of the XX/XX/XXXX holiday we were told we had to wait XXXX hours before they could send email. Again, no restrictions. third phone call to New Rez several days after not receiving wire instructions. This person said they would take care of not only advising the correct department of our intentions but promised to email wire instructions. She affirmed we would be good candidates for recast. Again no restrictions. She told us it could take up to XXXX weeks to receive a letter of approval.
Ok, XXXX phone call. Rude lady who told us we can not recast VA mortgage. News to us. Said we would receive a letter of denial. NEVER RECEIVED! Got our mortgage broker involved. She is told nothing. New Rez does not return calls nor do they share any information. XXXX finds out New Rez sold loan and new company not accepting recast. Never were we advised of this.
Now we have a $ 3268 monthly payment which could bankrupt us. Solution suggested refinance which sill cost us fees and higher interest rate.
Someone needs to fix this and make good on the money we have to spend.
Help, please. Make New Rez recast our loan so we can lower our monthly payment.
XXXX and XXXX XXXX XXXX XXXX XXXX XXXX
XXXX, Tn. XXXX New Rez account # XXXX
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| 10/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX my mortgage servicer, NewRez, responded to a CFPB complaint that I filed on XX/XX/XXXX ( Complaint IDr-XXXX ).
In NewRez 's XX/XX/XXXX response to my XX/XX/XXXX they did not provide full or adequate information as to why my mortgage statement for payment due on XX/XX/XXXX showed a payment due amount of {$0.00}.
NewRez needs to respond to 1,2, 3,4,5,6, and 7 below.
In NewRez 's XX/XX/XXXX response to my XX/XX/XXXX CFPC complaint they, state .....
On XX/XX/XXXX, a refund was issued to the trustee in the amount of {$1600.00}. However, in a deep review of the homeowners payment history one of these payments were mistakenly counted in our bankruptcy payment ledger.
1. What was exact dollar amount that was allegedly counted in the bankruptcy payment ledge?
NewRez states in their XX/XX/XXXX response to my XX/XX/XXXX CFPB Complaint It has been determined that this inadvertent error is the cause of the billing discrepancies which has caused the homeowner to continually receive billing statements reflecting the wrong amount due. This error has been corrected and as a courtesy Newrez has advanced the funds needed to correct this error. This correction has made the next contractual payment due the XX/XX/XXXX installment of {$940.00}. Enclosed for your clients reference is a copy of the XX/XX/XXXX billing statement 2. What is the exact dollar amount of the funds that were allegedly advanced?
3. How were the alleged advanced funds applied to my mortgage account?
4. Why was there no documentation provided showing how the alleged advanced funds were applied? NewRez needs to supply the documentation showing the exact dollar amount of the alleged funds and exactly how the alleged funds were applied to the account.
NewRez attached a XX/XX/XXXX, statement- 5. Why does the statement continue to show that I owe a {$0.00} dollar payment?
6. Why has NewRez not provided any documentation showing the alleged advancement of funds to our account?
7. NewRez needs to supply documentation showing the exact dollar amount of the alleged advancement of funds
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| 08/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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It was never disclosed to me that this was a consumer credit transaction, and that I am the Creditor/investor and beneficiary. all " charges '' were to be included in the finance charge, and that it was I who " lent '' the credit to the " original lender '' it is extortion, peonage, slavery for them to claim I owe a debt when there can be no debt in a consumer credit transaction, because I was the source of the Credit. they violated the consumer protection laws, failed to setoff and balance account and are receiving unjust enrichment at my expense. show me anywhere in the application, promissory note, mortgage where i actually " owe '' a debt. Federal and State law, says that you must protect the consumer and his interests. but Shellpoint mortgage servicing aka " owner of the " loan '' '' has failed to do so.
it is a Fact the people are the credit " full faith and credit of the nation '' we are the money, we create the money, and are being used, abused and harmed by the corporations failing to balance the books and pay what they owe. they are the ones who are failing to file and pay the taxes owed. they are abusing the Social Security Trust account, and gaining double and tripple dipping ( unjust enrichment ) by stealing the credit and stealing the labor of the people to force them to " pay '' again with labor, which of what was already paid ( credited ) and concealed. it is fraud, it is unconscionable and a violation of the Most High Creator 's law. since all " money '' is created from the peoples deposit and signatures on negotiable instruments/securities and or bonds/ who owes who? it is time to stop the fraud and slavery being perpetrated upon the people on earth. it is your job as you are paid by the peoples taxes ( forced imposed contribution =investment ) to protect the consumers ( people ). Trustees are in breach of trust. as the trust was created when they accepted the social security number, and consumer information, which made them trustee, as we are the true beneficiary, and it does not benefit the beneficiary to have to " pay '' again.
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| 08/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have had many mortgage and lending companies service our mortgage. In XX/XX/XXXX we had sent a XXXX dollar money gram to XXXX XXXX to catch up on our past due charges in which they said we owed. When we got the next bill it was asking for more money over {$1000.00}. So we filed for Hardest Hit Program.They gave to XXXX XXXX XXXX dollars to help us, But when we went to pay the first payment in XX/XX/XXXX when the program was over, we were amazed to see that only XXXX dollars was applied. So when we asked the manager where the money had gone they said it was hidden fees and could not give us answers. We stopped paying and let our lawyer take care of the phone calls and letters. Then the mortgage was sold to XXXX and now is with Shellpoint mortgaging service. I wrote a letter to Shell point to describe all the history of what XXXX XXXX did but no response. So now XX/XX/XXXX we want to move. We asked for payoff of our home and this is the amount, XXXX payoff which is fees added on to the mortgage from {$85000.00}. WOW The mortgage should have been XXXX or less after the program helped but now they have tacked on another amount of ALOT more. This is not right for us and many others in this situation. I wrote a letter to the program and they directed me to you. Please help us with this.We want to sell but need the price down to XXXX or send us the title to our home in which we had a 15 year and paid double toward the principle at times. We have lived here for 18 years. Brand new on a lot we purchased years before. We were never late until hard times in which we gave them the full amount in XX/XX/XXXX of {$5000.00}, They tried to foreclose us XX/XX/XXXX but that is when we went for help and now they either want the {$110000.00} or saying we are in preforclosure which we just found out at our bank when the credit report was run. We appreciate all the help you give to us, My daughter has just left for the XXXX XXXX XXXX XXXX XXXX XXXX and I appreciate the video of the young man in the XXXX XXXX that helps people in this site. God Bless America. XXXX XXXX
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| 05/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint mortgage is a horrid company which lacks structure or ethics. This is part two of my original complaint. The first time, my account was setup on autopay. The account never drafted the subsequent payments, athough the first two payments drafted fine. After a lengthy phone call and being told they could not understand the problem, I was told everything was fine and my account was current. Then I received a letter today, XX/XX/XXXX, statiny my account is past due and they will begin to accelerate my loan. Again, this is unbelievable since I have made multiple phone calls and received emails and spoke to representatives. I was told I am 100 % up to date, and my issue has been resolved. I believe this to be either incompetence or retalitory, as I am refinancing my home and Shellpoint will lose this mortgage. Not only did I pay everything at one time, I followed up to ensure that the XXXX autopay draft took- it did, and my account showed up to date and additional principal payments applied. NOW they state they will begin to accelerate my loan AND that I owe {$130.00} in fees- or I'm not even sure what. Then, they misplace several payments, and send me three pages that made no sense explaining where everything went. How is this company permitted to stay in business? They are predatory, unethical and incompetent. I have never paid a mortgage payment late, and I have multiple mortgages. This is the ONLY company i have ever had an issue with, and they should be shut down for fake fees and misappropriation. Attached find the documentation, sent to me five months after they took over my loan, and now are charging me fees and threatening me when they clearly have made these mistakes as shown by the ridiculous transfer of my funds all over the place. I also tried logging into the site on XX/XX/XXXX, and the server was down and I could not get in. I then tried the phone number of XXXX and was told that nobody could help me, I had " just missed them '' even though it was inside the business hours printed on the default and intent to accelerate notice.
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| 02/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2019, we had closed on a new mortgage for our property in XXXX XXXX, MA. The closing went fine and the initial mortgage was set up properly with the broker that we had used - XXXX XXXX in XXXX, MA.
XXXX sold the mortgage to NewRez LLC shortly after the mortgage closed. The mortgage was transferred over and we got all of the new account information. And we continued to make our monthly payments on-time.
On XX/XX/XXXX, I got a call from the Town of XXXX informing me that my property tax had not been paid and was past due on XX/XX/XXXX.
Upon doing some research, I discovered that NewRez had the property address incorrect on the mortgage account. Instead of correctly noting - XXXX XXXX XXXX, XXXX XXXX, MA they had my primary residence listed - XXXX XXXX XXXX, XXXX, MA. This error in the NewRez system created a number of problems for me : 1. NewRez did not pay the property taxes out of the funded escrow account 2. NewRez had sent out 1098 tax forms with the incorrect property address listed 3. NewRez had contacted XXXX XXXX insurance to change my homeowners insurance with the incorrect mortgage accounts.
I have called NewRez a number of times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) to make them aware of their error and work to get everything corrected. To date the only change they have made is to list the correct property address on the account.
I am still waiting for them to : 1. Pay my property taxes ( now 22 days late ) 2. Send me corrected 1098 forms so I can file my taxes 3. Have a supervisor call me to inform me why this problem occurred in the first place. I have asked for a callback now 3 times and each time am promised that I will get a call within 24-48 hours with no response Throughout the process of trying to get them to correct their system errors, I have spent hours of my own time, I have been routed to the wrong agent multiple times, I have been been given incorrect information, and I still have not received a call from a supervisor.
Please help to get NewRez to do their job and service my loan correctly.
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| 02/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have a mortgage with shellpoint/new rez mortgage company. I have not missed any payments or was late on any payments until XX/XX/XXXX. In XX/XX/XXXX I had a significant reduction of income directly related to the pandemic. Under the Cares act I deferred my mortgage. For some time I had this reduction of income. I extended the deferral as long as I could. I started making a payment in XX/XX/XXXX as advised from the mortgage company. I had much phone communication to decide on how much and when to pay. I then started to make reduced payments as a trial when my deferral was finished I consistently made those payments starting in XX/XX/XXXX as agreed I made all payments every month consistently since that time. I was then asked if I would like to do a refinance of my mortgage to reduce payments. I agreed. Before finalizing the refinance. I realized the refinance had my mortgage change from a 20 year mortgage into a 40 year mortgage. I only had 12 more years before payoff. I decided not to do this. They gave me an option to defer I agreed with the deferral. I also made back payments to get my escrow up to date. I was told on phone communication when all of the deferral was finalized my credit would show no lateness. In XX/XX/XXXX after the deferral was complete, I asked my case worker if my credit would be corrected. She said " is there a problem with your credit? '' She also said that no reporting was done during the deferral process. I sent her a copy showing the reporting of late payments. She did not reply to me after that. This was in XXXX of XXXX that the deferral process started. After that time I called the phone rep told me I could not talk to anyone on phone about a credit problem and to use the website. I did file a email through their website I never heard anything back from them. Under the cares act this is illegal. Not only does it show that my account was late over 120 days it shows inaccurate payment dates. I would like this negative reporting to be removed and corrected as soon as possible it is causing my credit score to be low.
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| 09/04/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Dear Consumer Financial Protection Bureau, I'm writing to demand a complete escrow account audit from Shellpoint Mortgage Servicing.
This audit is concerning a title issue on my property. It has been an ongoing since XXXX.
The mortgage in question would have been paid off in XX/XX/XXXX but the loan servers could not release the mortgage and note Stamped paid in full.
On XX/XX/XXXX I sent a certified letter to XXXX regarding my attempt to make a complete payoff on XX/XX/XXXX.
They couldnt release the mortgage.
Instead of correcting the title issue, they sold something they could not correct to another servicing company.
Please see letter dated XX/XX/XXXX from XXXX XXXX. ( Exhibit A ) concerning corrective assignment of mortgage.
Please see attached loan statement from XXXX XXXX dated XX/XX/XXXX. ( Exhibit B ) Interest in the amount of {$90000.00}, deferred late fees, {$2700.00}. XXXX paid expenses {$800.00} escrow advances {$7900.00}.
county recording fees {$41.00} I am demanding Shellpoint to show me what was recorded for {$41.00}.
See Shellpoint mortgage statement dated XX/XX/XXXX. Current escrow balance - {$15000.00}.
county tax bill XXXX for {$1500.00} ( Exhibit C ) I paid my county land tax bill for 30 years.
Why did they pay it?
I want a complete audit on all county land tax payments made by Shellpoint mortgage servicing from XX/XX/XXXX to XX/XX/XXXX.
Shellpoint sent me certified mail dated XX/XX/XXXX with a note with only XXXX endorsements. ( Exhibit D ) These are our requests, 1. I am demanding Shellpoint to show me what recording fee of {$41.00} was for.
2. I am asking CFPB to have Shellpoint itemize completely the previous server, XXXX XXXX escrow fees, and interest fees.
3. I am asking CFPB do you have Shellpoint itemize {$15000.00} escrow fees and all XXXX XXXX land tax bill from XX/XX/XXXX to XX/XX/XXXX XXXX. I want the consumer financial protection bureau to have Shellpoint explain the certified mail they sent me dated XX/XX/XXXX with the note that could not be paid off XX/XX/XXXX.
Sincerely, XXXX XXXX XXXX
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| 12/13/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX, NewRez LLC DBA Shellpoint Mortgage Servicing indicated a payment was made from escrow to pay my School Real Estate Tax at the discounted rate {$3900.00}. This payment was reflected on the monthly mortgage statement that I received.
In XX/XX/XXXX, while I was in the process of streamlining my VA Home Mortgage, I received a letter from the tax collection agency indicating that my XXXX school real estate taxes had not been paid and would be considered delinquent as of XX/XX/XXXX. The tax due was now at the penalty rate of {$4300.00}. I called the tax collection agency and provided them the date, payment amount and name of the mortgage company. However, they were unable to locate the payment and insisted the mortgage company needed to provide payment details. After numerous calls, Shellpoint provided me with a Batch ID #. The tax collection agency was still unable to locate any payment and asked me to have the mortgage company call them directly. I made numerous calls to Shellpoint for them to contact the tax bureau and get the issue corrected.
I completed my streamline and my Shellpoint mortgage was satisfied. I received a check from Shellpoint dated 4/19/21 for the {$3900.00}. I contacted the tax bureau and they confirmed my taxes were still unpaid. I contacted Shellpoint to question the check I had received. Shellpoint indicated that they had just received a refund on my account for that amount. I explained that the real estate taxes were still unpaid and they needed to pay the full amount due to the tax bureau. I have never cashed the check sent to me by Shellpoint and it is now stale dated. The tax bureau still indicated that my taxes were unpaid and I contacted my attorney. The attorney mailed a letter on XX/XX/XXXX. My attorney has never received any response to the letter.
Today, XX/XX/XXXX, I have received another delinquent tax notice indicating that {$4700.00} must be paid in full or further actions will be taken beginning with a Notice of Sale in XX/XX/XXXX and ending with the Sale of my home at XXXX on XX/XX/XXXX.
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| 05/17/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, my mortgage company " NEWREZ '' attempted to take out my payment of which I had made on XX/XX/XXXX. However, I noticed " NEWREZ '' has not taken the money that I owed them for my regular mortgage payment. I waited to see if they would take out the funds and on XX/XX/XXXX, I submitted a new payment which went through XX/XX/XXXX. XXXX roughly XXXX, I received a letter in the mail stating that my first payment was returned due to insufficient funds. I attempted more than 5 types to submit proof that I did have the necessary funds on the XXXX of XXXX in the form of bank statements. My mortgage company is completely refusing to acknowledge this documentation and acknowledge it as proof.
Furthermore, I was told the insufficient funds charge was first the first failed attempt on XX/XX/XXXX however, I did not get the fee until XX/XX/XXXX. My bank has also confirmed twice that I did have to necessary funds XX/XX/XXXX and at least 3 days after and there is no record on my banks end of " NEWREZ '' attempting to take out the payment.
On roughly XXXX XXXX, I was told by two different " NEWREZ '' employees over the phone that all I needed to do to get the fee taken off was to submit proof through " NEWREZ SECURE MESSAGING SYSTEM ''. I do have a video of myself trying to submit proof via " NEWREZ SECURE MESSAGING SYSTEM ''. However, the site will not accept any of my file methods that the " NEWREZ '' website says they accept.
I was informed on XX/XX/XXXX by a " NEWREZ '' employee on the phone that, " NEWREZ '' has determined that after investigating, I am found liable for the insufficient fee. This is after submitting my proof that I did have sufficient funds.
I spoke with a certified mortgage counselor who advised that this fee is part of a growing number of mortgages imposing " junk fees '' and a new business model.
I have included the proof that I had sufficient funds when " NEWREZ '' claims they attempted to take their payment from my bank account. As well as proof of the fee being applied on XX/XX/XXXX instead of XX/XX/XXXX.
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| 02/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The below details a series of issues with Shellpoint Mortgage Servicing, stemming from an incorrect tax payment made by Shellpoint Mortgage on my behalf. A timeline of incidents as follows : XX/XX/XXXX The building we moved in to was completed and Certification of Occupancy was granted by the city of XXXX.
XX/XX/XXXX - We closed on our condo in that building.
XX/XX/XXXX - XXXX XXXX transferred our mortgage to Shellpoint Mortgage Servicing XX/XX/XXXX - Shellpoint Mortgage incorrectly paid the XXXX XXXX taxes for the original two parcels that our building stands upon for {$19000.00}. Because the building just received its certification of occupancy in XXXX of XXXX, each unit had not been assigned its own Parcel at that point. There at 34 units in the building. Shellpoint mortgage paid the taxes for all 34 units.
XX/XX/XXXX - We became aware of the tax issue and informed Shellpoint by telephone. We were informed that a resolution ticket was opened with the Shellpoint Mortgage tax department.
XX/XX/XXXX through XX/XX/XXXX - I've called roughly 50 different times to get an update on the status of resolution, but nothing has materialized.
XX/XX/XXXX - We received notice that our monthly payment would be increased by {$2400.00} to pay down our incorrectly applied - $ XXXX escrow balance. We called Shellpoint immediately to inform them of the mistake. We were told that another escalated ticket was opened internally to handle the mistake. We stopped auto payment until the issue was resolved.
XX/XX/XXXX ( cont. ) - We received notice that Shellpoint will be transferring our loan to XXXX XXXX XXXX XXXX XXXX effective XX/XX/XXXX.
Our primary concern is that with the hand off to the new lender, this issue will not be resolved appropriately, especially if the new lender doesnt have the detailed history of this issue and our correspondence. Ive been assured dozens of times over the last year that this issue will be resolved, but it has not. In addition Ive spent dozens of hours on the phone trying to resolve mistakes made by Shellpoint Mortgage.
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| 04/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Loan sold by XXXX to New Rez LLC dba Shellpoint Mortgage Servicing. New Rez ltr XX/XX/XXXX says their records show we don't have wind coverage as part of our hazard insurance policy. I called XX/XX/XXXX and subsequently emailed a certificate from our insurance agent to confirm wind coverage. The one in their file was from XXXX, the last time XXXX / XXXX asked for it. Our agent also put updated certificate in New Rez portal, per letter 's instructions. Never heard anything until XX/XX/XXXX ltr saying again they have not received evidence of wind coverage and put Lender-Placed insurance on eff XX/XX/XXXX at cost {$2800.00}. How is that even possible if they didn't ask for it until XX/XX/XXXX? I called again XX/XX/XXXX. Explained that we have always had wind coverage.New Rez said ins processing unit " doesn't think we have it and they want hurricane insurance ''. I pointed out their ltrs do not say that. Ins agent sent email XX/XX/XXXX confirming coverage up to full amount. Today New Rez said it is not acceptable and we must buy hurricane ins. This is another $ XXXX per year. Despite name of the town, house is not near coast on XXXX XXXX, and on slope of mountain at 4,000 feet elevation = not at risk from hurricanes. Only owe $ XXXX mortgage on house worth $ XXXX = 6 % of the value. The investor and servicer have no risk. Previous servicer XXXX initially confused about wind coverage in Hawaii, but agreed coverage is OK. How can New Rez just tell us verbally to buy new insurance when their own official correspondence does not say it and how can they do force place when I am still in the process of responding to them? If we buy hurricane ins it will cover " named '' hurricanes only. Current ins policy already covers all other wind events, just not those caused by a named storm. We never needed hurricane insurance since we built house in XXXX. If they want to make people get hurricane ins as a condition of a new mortgage, that's one thing. But shouldn't impose on good paying, low balance customer after all these years. Thank you for your help.
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| 11/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Shellpointe sent me a copy of their welcoming letter. Shellpoint states my loan was transferred to Shellpoint by XXXX. The letter is dated XX/XX/XXXX. XXXX XXXX was not not my previous loan servicing company. I told Shellpoint many times XXXXXXXX XXXX XXXX XXXX was my loan servicing company. Shellpoint ruined my credit for a late XXXX payment. I paid the XXXX payment to XXXX as I was told in writing by XXXXXXXX XXXX XXXX XXXX. I asked many times for proof Shellpoint is my loan servicing company. XXXX was NOT my loan servicing company it was XXXX XXXX XXXX. Shellpoint knew this and yet continue to collect mortgage payments from me with misinformation. Shellpoint responded and said that they servicing company on a letter dated XX/XX/XXXX and mentioned the loan servicing company that was being transferred was from XXXX this is not accurate Shellpoint ruined my credit. XXXX ignored my many request to prove that they are servicing the loan company. XXXX sent me official notification that XXXX XXXX was my loan servicing company. Shellpoint saw the community notification but ignored it.
Shell points response was that XXXX transferred the mortgage to them I advised them many times that community loan service was my service provider not XXXX Shellpoint also asked me to contact community loan service to prove that Shellpoint is my new loan provider. XXXX told me to pay XXXX XXXX in writing not to Shellpoint.
Shellpoint sent a Copy of a letter that they say was sent on XX/XX/XXXX Shellpointe requested payment on XX/XX/XXXX. I told Shellpoint that I paid XXXX XXXX as instructed by XXXX XXXX XXXX.
Shellpoint ruined my credit. Shellpoint took mortgage payments without any proof that community transferred the loan to Shellpoint. Shellpoint didnt even provide me proof that XXXX XXXX transferred my loan to Shellpoint. I did not receive any letter from XXXX telling me to pay Shellpoint, because XXXX was not my loan servicing company. Shellpoint knew all this and still took my mortgage payments without any proof they are my loan servicing company.
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| 07/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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NewRez took over my mortgage from XXXX on XX/XX/XXXX. I had on multiple occasions requested that XXXX NOT escrow my taxes. I received a statement for the full amount including escrow due XX/XX/XXXX XXXX {$2300.00} XXXX which I sent to XXXX before XX/XX/XXXX.
NewRez did NOT set up my account for escrow. They had a Regular Payment amount of {$1200.00}, creating a difference of XXXX.
On or about XX/XX/XXXX I spoke to XXXX at New Rez. She was going to request the refund of {$1000.00}.
When I did not hear back or receive the funds in my checking account, I called again.
On XX/XX/XXXX, I spoke to XXXX XXXX. He saw the same info and was requesting a refund IN MY NAME ONLY.
On XX/XX/XXXX I spoke to XXXX XXXX. Again I was promised that the funds would be deposited back into my account within 3-5 business days.
I called on XX/XX/XXXX and spoke to XXXX XXXX. She said the requests were denied by the payment processing group since the funds being requested for refund were over 30 days old. My payment had been applied to the principal of my loan. I explained that I NEED the funds to complete my real estate taxes. She was escalating this to her manager or to the payment processing group.
On XX/XX/XXXX I called and spoke to XXXX XXXX. He was sending it again to payment processing with a note that I had started the request well within the 30 day window.
On XX/XX/XXXX I called and spoke to XXXX XXXX. They are refunding the XXXX that they have escrowed towards homeowners insurance. ( I did receive this check payable to me and my deceased husband whose death certificate has been on file with them, but that is another story.
I received a phone call from XXXX XXXX XXXX. I dont have this date written down, but it may be XX/XX/XXXX. He was going to get the {$1000.00} put into my bank account. He asked for this information regarding bank routing number and my account number ( had previously been supplied to numerous contacts in his company ).
The second installment of my taxes is due XX/XX/XXXX. I am counting on this money to complete my payment.
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| 06/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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It appears that Shellpoint Mortgage Servicing has a problem with how they pay taxes from the escrow accounts. The first year with Shellpoint, I was making escrow payments. At the end of the year, I was informed that I was over {$1000.00} short for the escrow payment and they would have to adjust my mortgage payment from $ XXXX to $ XXXX starting in XXXX, to make up for the underpayment that would be spread over XXXX. I paid the full overage at the end of the year, asking that my escrow payment be adjusted to the correct payments and not include an added payment for the overage. However, after numerous certified letters, Shellpoint would not do this and continued to charge us for the escrow plus back payments for the escrow of XXXX.
I refinanced on XX/XX/XXXX. On XX/XX/XXXX I called the County to confirm that real estate payments were made. They stated that no payment was made. On XX/XX/XXXX I paid the {$470.00} to the County of XXXX for Real Estate Taxes in order to make sure it was paid before the discount deadline.
Today, XX/XX/XXXX, I spoke with a named rep at Shellpoint about my escrow balance. According to their records, they paid this amount to the County on XX/XX/XXXX. I called the County today, XX/XX/XXXX, and they stated they still did not receive or process any payment from Shellpoint. To add to this, because I paid it myself, the County office stated that they will refund {$470.00} to Shellpoint when and if they receive their payment because they can not process XXXX payments.
This {$470.00} should be returned to me, along with my escrow balance. XXXX XXXX told me that when the County returns the check, they will be required to send the refund to me, but that will take at least another two months. It is clear, that if they sent the payment on XX/XX/XXXX, as stated, it would have been processed before the XXXX. Since it wasnt, I would have also missed the ability to pay with the discount. This is probably also how I came to have an underpayment in XXXX. On top of this, I lost several hours of work to clarify this mess.
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| 02/28/2018 |
Yes |
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Web |
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The Complaint that I am filing is about Shellpoint mortgage and the improper communication and treatment of us during trying to short sell our home which resulted in a foreclusure, and then also incorrectly filing credit information claiming that our account is still open with them to this day, when it was closed a year ago. We originally had our loan through XXXXXXXX XXXX. They sold it to Shellpoint. We tried to short sell our home and they did not tell us that we were not approved for a short sale until we had been trying for two years. We brought multiple offers to them and they failed to communicate with us. When we found out that we didn't qualify for a short sale the only option that was left was for us to foreclose. It took shell point 4 years to foreclose on our home loan. In which time we were just waiting around for it to happen. It finally foreclosed last year in XX/XX/XXXX, at which time the account closed. We found out that they were improperly reporting an account open on our credit last year and complained and called them to resolve it. They said that it was resolved. We checked our credit today XX/XX/XXXX and it says that they are STILL reporting that we have an account open with them that is in default. We talked to a Shellpoint manager and he said that this shouldn't be happening, but that's what they said last time and they never fixed it. Because of the way that this company has failed to perform it has hugely affected my family. The foreclosure should not have taken 4 years. My family is not able to buy a home. We are living in an apartment with XXXX kids now waiting for the foreclosure to go off of our credit and whenever we check the account is still listed as open. This is completely unfair credit reporting. We are perfectly able to buy a home and we would have been able to buy one if it were not for their misreporting and lack of communication. We are not even normally the type of people that default on payments and here we are still in an apartment 5 years later because of what this company has done to us.
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| 04/19/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Greetings, Both my loans with newrez ( XXXX # : XXXX & XXXX # : XXXX ) were considered past due in XXXX despite the payment coming out of my account on the XXXX of XXXX for both loans.
This has DESTROYED MY CREDIT without a fault on my own. I have been admitted to the XXXX XXXX XXXX program and need to take a loan for {$250000.00} and was denied because of this issue. Also, I am moving to California with my wife and daughter at the end of this month and won't be able to rent a home to live in with this issue at a high cost of living area ( XXXX XXXX ). I have had +12 years of on time 100 % payments before this issue and an almost XXXX credit for all these years.
Few issues/notes here : The payments were withdrawn on the XXXX of XXXX versus the XXXX or before despite being on AUTOPAY. Why were they not withdrawn on the XXXX? This is an issue from your end. PLEASE SEE ATTACHED.
The payments for some reason got sent back to me after. Also, this is not my issue. If this is an overdraft issue, why would the money be withdrawn from my account in the first place? I also am a XXXX account holder with XXXX.
The payments were made again on XXXX of XXXX. I also called and was told that the late fees were waived and that there will be no further issues, yet, this was sent to the bureas and DESTROYED MY CREDIT I am in no need for help paying for my mortgage, however, I have been sent multiple BLUE packets that went to the wrong address and took a while to get to me ( address is updated on the system ).
I was not told that the 30 days count from the XXXX of the month rather than the XXXX.
I have changed my auto pay date for the XXXX of each month to avoid this issue in the future all together.
I have attached : XXXX XXXX transactions/date with regards to both mortgages.
my credit reports over 12+ years The chart of the credit score and the huge loss I incurred XXXX XXXX XXXX admission letter loan for school program : rejection and reasons for rejection I look forward to your support with getting this taken care of.
Thank you, XXXX
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| 02/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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PMI Cancellation : I paid the balance of my mortgage down to below 78 % loan to purchase price on XX/XX/XXXX. I was informed when I had paid the mortgage down to 80 % that i needed an appraisal to cancel PMI, or if I paid it down to 78 % it would go away immediately. Since then, I have been educated on the Homeowners Protection Act.
A PMI payment was withdrawn on XX/XX/XXXX. I contacted the company on XX/XX/XXXX, and they said I needed to put in a formal request, which they did at that time. They said it could take 3-5 business days. Between XX/XX/XXXX and XX/XX/XXXX, I followed up again, and was told my request was pending, and I received inconsistent information on how long it would take to process. I did not record the date for this call as I thought they were working with me at the time.
I followed up on XX/XX/XXXX, and was then informed it would take a month from my request on XX/XX/XXXX. I asked for confirmation as I had been told 3-5 business days multiple times before and they refused to send any written confirmation. They told me to send an email, which I've attached. I was not contacted.
On XX/XX/XXXX, another PMI payment was taken out of my escrow account. I called on XX/XX/XXXX, and they said someone would call me in 24 hours. Nobody contacted me, and I followed up on the evening of XX/XX/XXXX, and I was told that the automatic cancellation was not 78 %, it was 75 %, which is inconsistent with the Homeowners Protection Act and my mortgage documentation. They also told me my LTV was at 79 % in their system, when it has been at 77.99 % since XXXX, and shows at 77.99 % on the customer portal. I asked the representative what they were showing as an outstanding balance, and the amount he told me was the correct outstanding balance, which equated to 77.99 %, but he still told me my loan was at 79 %.
They refuse to let me talk to a supervisor, they refuse to call back. I believe they are intentionally giving me a difficult time, conflicting information and ignoring me because I have called so many times on the matter.
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| 10/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/XXXX- NewRez paid my property taxes even though I did not have an XXXX account with them. Unfortunately I had already paid my taxes with the state and this left a significant balance due. I contacted NewRez and it took them months to get us a resolution. While they were looking for a resolution, I had to turn off my auto-pay because the payment I would have had to make was almost double my mortgage payment. This was a mistake on their end and I had to endure an immense amount of aggravation to get it resolved. I was told they would look into it and call me back.
XX/XX/XXXX - No call back received, spent an hour on the phone trying to get to a human. Finally got to someone that said they would look into it. I made a payment over the phone for my normal mortgage amount because the online system would not allow me to pay what I owed, but rather an inflated number.
This continued through XX/XX/XXXX- With calls twice a month from me to them to get updates. Everytime I called it was like starting over. I received checks from NewRez that I shouldn't have and it was all super confusing. It was near impossible to make sense of it all. I believe it was the XXXX statement that looked inflated again. I had thought I made the call to make the normal payment, but within all the mess I forgot and it looked like I missed a mortgage payment in either XXXX or XXXX. Never in my life prior to this had I missed a mortgage payment on any of my homes. As soon as I realized what happened, I immediately called and made the payment.
XX/XX/XXXX- NewRez hits my credit with a missed mortgage payment and drops it over 100 points. I called NewRez asking for forgiveness due to the situation. I was told to send an email. Emails were sent and I finally got a letter in the mail that effectively told me to kick rocks and that there was nothing they could do. I called again but the representatives would not transfer me to the appropriate person or department. I finally gave-up and decided to deal with it. That is until I learned about your organization.
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| 04/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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We have attached screenshots of certain areas of our online credit report for today ( XX/XX/XXXX ) Our loan was sold from XX/XX/XXXX to XXXX XXXX back on XXXX of XXXX. It was later Service Transferred from XXXX XXXX to Shellpoint Mortgage Servicing with an transfer date of XX/XX/XXXX. It was also later Service Transferred from Shellpoint Mortgage Servicing on XX/XX/XXXX ( this year ). We have made XXXX total and payments to the Shellpoint starting on XX/XX/XXXX to XX/XX/XXXX. They have yet to update the credit bureaus with the correct information. The data is very different from each of the credit reporting companies. In the 17 payment period with Shellpoint, we were never able to get them to correct any of the incorrect reporting. Our hope today is to get the data reported correctly. In the attached screenshots it shows the incorrect reporting. They have attached " including purchase money first '' to type of loan. When asking about that attachment, the person at the credit bureau indicated it was a very negative thing to have associated with a loan. It is not in out loan documents and could never be associated with our XX/XX/XXXX loan, and in no way should it be associated with anything after the loan sale. Can that line be removed from our credit report as well as the other corrections shown in the screenshots. Our XX/XX/XXXX report has the last payment made showing in XX/XX/XXXX, but shows " last payment '' for XXXX. Please correct in all three credit bureaus to show that all payments were made including our XXXX payment. Also remove the " no data '' reporting XXXX before XX/XX/XXXX ) in the XX/XX/XXXXreporting. Please and for once rightfully update all credit reporting agencies with the correct data. And finally please close out the Shellpoint Servicing just as was done with Nationstar before the transfer. There should never be any activity reported prior to the transfer. The XX/XX/XXXXshows last reporting on XX/XX/XXXX, but does not include the XXXX payment we made to Shellpoint on XX/XX/XXXX - please correct this as well.
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| 01/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Ditech transferred my home loan to Shellpoint Mortgaging in XX/XX/XXXX. When covid-19 hit in XX/XX/XXXX, I was placed on forbearance which should have stopped late fees and the monthly payments. I read the fine print on the forbearance agreement stating that I would be responsible for FULL payment of my balance upon its completion. Therefore, I continued to pay monthly payments throughout the forbearance period. Starting in XX/XX/XXXX, I began receiving foreclosure mailings via certified and regular mail, I should not have been threatened with foreclosure as I was in forbearance and was paying my mortgage. When contacting customer service, I mentioned that my monthly statements were always incorrect, having late fees that should not have been accrued during forbearance and on average, my payments were indicated as three to four months behind. I was further informed that " The statements are never correct and we can not control the certified and other mailings because they automatically go out. '' Shellpoint is notorious for late reporting on payments, price gouging, and threats of foreclosure. They make it impossible on paper to " catch up '' on your balance and I feel, just want to take your property at all costs. They are insensitive to those being impacted financially by covid-19. My most recent conversation on XX/XX/XXXX, resulted in my review of the current monthly statement ( which stated that I was four payments behind again. ) The customer service representative said, " No, actually this statement is incorrect and you only owe " {$220.00} to be current for XX/XX/XXXX. '' I want to stop the threats of foreclosure as they are not warranted ( I now am in forbearance until XX/XX/XXXX. ) I also want Shellpoint to mail ACCURATE statements monthly, reporting payments in a timely manner, withholding unnecessary late fees, and stop bullying consumers into draining their savings in playing the impossible " catch up '' game. This company has the WORST online rating and someone needs to file a lawsuit for their despicable practices.
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| 02/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a conventional mortgage on my home in XXXX XXXX, Maryland. The mortgage initially was serviced by XXXX XXXX XXXX, but effective XX/XX/XXXX, XXXX XXXX XXXX began servicing the mortgage. My account number is XXXX.
XXXX XXXX XXXX is now XXXX.
In XXXX, I prepaid in full real estate taxes of {$510000.00} that were going to be due in XXXX to XXXX XXXX, Maryland. Nevertheless, a monthly amount was placed by the mortgage servicing company in escrow during XXXX to cover those taxes.
On XX/XX/XXXX, XXXX XXXX XXXX notified me that it had received a refund check from XXXX XXXX, Maryland for the XXXX taxes I had prepaid. It said the refund was due to my overpayment of my real estate taxes. XXXX XXXX XXXX said it would pay this surplus to me " when your mortgage account goes through the next schedule annual analysis. '' However, by the middle of XXXX, I had not received the refund of {$5100.00}. I called XXXX XXXX XXXX in XXXX to ask about the refund. The representative told me that the next review for Maryland accounts would be conducted shortly, and that I would receive half the refund in XXXX and half in XXXX.
I did not receive any refund in XXXX or by XXXX, XXXX. I called XXXX XXXX XXXX in XXXX and asked about the refund. The representative told me that the next review of Maryland accounts would be conducted in XXXX and that I would receive the refund later in XXXX or XXXX.
I did not receive any refund in XXXX. I called XXXX to complain. A representative told me that the review for Maryland accounts would be conducted in XXXX, and that I would receive the refund in XXXX.
To date, I have receive no refund. My three telephone calls supposedly were recorded, so XXXX has a record of my complaints. I am convinced this is a scam by XXXX to hold on and use my money for as long as possible, depriving me of the refund and the interest I could have earned on it. I doubt I am the only consumer affected by this scam.
I ask you to investigate and compel XXXX to pay my my refund of {$5100.00} with interest back to XX/XX/XXXX.
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| 10/05/2018 |
No |
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- Trouble during payment process
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Web |
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To whom it may concern, I would like to escalate a matter that could be perceived as mortgage fraud by Shellpoint Mortgage Servicing. My property address of XXXX Florida was considered a Federal Disaster Area. I applied for a Forbearance Plan in XX/XX/XXXX with my previous servicing company XXXX XXXX Loans. The plan was accepted and put into action effective for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX mortgage payments. I have attached a copy of the modification documents in this email.
Trial Modification Dates I was placed into a trial modification ( see attached modification documents by XXXX XXXX Loans ), and was told to make on time payments in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. You will see my attached payment history from XXXX XXXX Loans showing all payments were made on-time except the payment history excluded a payment I made on XX/XX/XXXX. You will see attached to this email proof of payment and XXXX XXXX Bank Statement proving that I made a payment on XX/XX/XXXX.
Change in Service Company My loan was purchased by Shellpoint Mortgage Servicing from XXXX XXXX Loans in the middle of my modification.
Credit Report Inaccuracies My credit is showing rolling 90 day late payments that must be removed. Florida Law states skipping a mortgage payment during a Federal Disaster Area Forbearance plan cant affect your credit. This situation has damaged my credit report badly.
Consumer Financial Protection Bureau I am submitting my complaint for this matter to Shellpoint and this agency in hopes of an immediate resolution. I expect that my loan will be modified with my payments being added to the end of the loan, and I want my credit report cleaned up as well.
You may respond by phone or email. I have left XXXX XXXX ( Rep for Shell Point ) several messages and written many emails, but she has refused to reply to me. My next course of action is a law suit for mortgage fraud and inaccurate credit reporting. I have provided all the evidence you should require to clear up this matter.
Thank you!
XXXX XXXX XXXX XXXX XXXX
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| 03/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have already submitted a complaint. The company replied with the same canned response they have replied to me with for over a year now. They did NOT answer any unresolved questions. They did NOT provide documentation of charges. I contacted them by phone and email to the contact information provided on the reply and to date have NOT received a response. I am filing another complaint for the SAME issue.
Complaint review : I have attempted to obtain this information for over two years now. I submitted requests with the previous servicer as well as the current one. There are a number of charges to my escrow account that the servicer will NOT verify as accurate. I have requested copies of reports and invoices charged to my account and only receive some of them. They have gone so far as to send duplicates in an effort to make my request appear complete. I have spent countless hours reviewing the partial documents sent to me. I'm still being charged for items on my escrow account with zero documentation of what they are and if they are valid charges. Additionally, I'm in a repayment plan and was forced to add the total amount of the escrows, including the disputed amounts to the plan. This is ridiculous. I need help.
Shellpoint is trying to take the position that they are not attempting to collect a debt to a past bankruptcy. However I am in a repayment plan where they have added these charges to my repayment plan. If I don't comply with the payment plan and pay all of the charges they will foreclose. These charges are not valid.
They have random legal fees and have told me that I have to contact their attorney to get copies of invoices. Well have you ever attempted to contact someone else 's attorney and get information from their account? That doesn't work! They will not even return calls or provide any information.
I'm personally being billed for these things and am simply asking for copies of what I'm being asked to pay. They will not provide. That leads me to believe these charges are NOT valid and should be removed.
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| 05/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The company, Shellpoint, a division of Newrex, with a mailing address of XXXX XXXX XXXX, XXXX, TX XXXX and a phone number of : XXXX has forced us to escrow hazard insurance for 18 months at a monthly payment rate of {$110.00} while we have always maintained our own hazard insurance through XXXX XXXX on this mortgage, from the time we originated the mortgage on XX/XX/XXXX.
We have sent numerous documentation showing our insurance coverage, letters regarding this issue- since we waived an escrow account, e-mailed the company proof of insurance to : XXXX, called and explained our situation a number of times, had our XXXX XXXX XXXX, XXXX XXXX contact them and email our payment history, etc. and declaration page, etc., without any resolution or reimbursement of the funds totaling {$2100.00} for the hazard insurance, that they have extorted from us for 18 months, as well as late fees of @ {$270.00} when we didnt pay the escrow account for approximately 4 months because as I said we had our own insurance.
We also sent a letter with our documentation to Shellpoint Mortgage Servicing at XXXX XXXX XXXX, XXXX, SC XXXX where it states on the payment coupon to send correspondence for Notice of Errors in XX/XX/XXXX, and XX/XX/XXXX with no response. They substantially damaged my credit by posting late payments for the 4 months we didnt pay the hazard insurance, even though we have always made the mortgage payment on time. The lower credit score caused us to be unable to get a loan in XXXX, XXXX, for a primary residence we were hoping to purchase. My credit had been excellent prior to this and in 35 years of home ownership, I have never had a late payment in a mortgage. I have accrued additional interest on our mortgage that needs to be removed as well. On XX/XX/XXXX, I also emailed documentation to Shellpoint after speaking to their representative, XXXX XXXX. This whole issue has cost us a large loss of time, money and the purchase of a primary residence, and we have had to rent causing us an additional loss of equity in a home as well.
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| 01/27/2021 |
Yes |
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Web |
Servicemember |
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on XX/XX/XXXX we closed and sold a home on XXXX XXXX XXXX, of which we had a mortgage with NEW REZ LLC a shellpoint servicing company. after close on XX/XX/XXXX i was sent a notice from XXXX ( my homeowners insurance company on that property ) that they were issuing a refund in the amount of XXXX to refund the unused pprtion of the homeonwers insurance. the letter from XXXX stated that " refunds are issued to your mortgage company, for questions please contact your mortgage company NewRez LLC XXXX XXXX XXXX XXXX MI XXXX ''. I contacted New Rez by phone roughly 3 times a week starting XX/XX/XXXX, and was continually told they didn't know anything about it and to just wait. on XX/XX/XXXX, and XX/XX/XXXX i again called New RXXXX and got the same answer that they dont know anything about it. on XX/XX/XXXX i contacted XXXX, who informed me that the check they sent to New Rez was cashed and deposited by New Rez on XX/XX/XXXX, meaning New Rez now had those funds. I spent 4 hours speaking to New Rez on the afternoon of the XX/XX/XXXX and was still told they did not have any information, and would look into it. on XX/XX/XXXX i was emailed by new rez saying that they still had no idea and that they needed proof of payment ( on the XX/XX/XXXX i gave them the check number and the letter i had gotten from XXXX that XXXX had sent ). i am now being told they need more " proof of payment '' which is absurd since someone at New Rez has successfully cashed that check from XXXX, which in turn is money owed to me. it is unbelievable that a company with around 3000 employees seem to have cashed a check of money belonging to me and now no one can find it or even admit they have those funds in their account, much less when those funds will be sent to me. at the end of the day this institution owes me money and is being completely uncooperative in trying to even assist me in figuring out where those funds are, much less getting them to me. had i owed this bank money, my phone would be called 5 times a day threatening me with fees and credit dings.
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| 04/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have for months reached out to Shellpoint Mortgage to request that the additional principal payments that I'm making on my loan be applied to the principal reduction. I have however been ignored multiple times. The principal payments I am making are very small additional principal payments, but they are still additional principal payments and the correct legal accounting principles should still be applied. Shellpoint mortgage can not decide if they just get to hide my additional payments and not apply them to principal. They seem to be doctoring their accounting to not allow my additional payments to be applied to principal. The letter I received from them months ago ( after numerous requests ), outline that any additional principal payments would be applied to the principal, but they are not doing that. They're just holding the additional funds which is not allowed, they classify it as 'Unapplied Payment '. Why, so my principal does not get reduced and they can generate higher fees, that is illegal and unethical, they need to apply standard accounting principals and not withhold my additional payment from my principal reduction. Attached are the images taken directly from my account showing the additional principal payments I'm making, they are very small but they dont apply them to my principal, despite that being the requirement and their letter stating it would be done. In addition after multiple requests they finally apply the principal payments but they do it months later than the payments were made, and then reverse the charge so it does not even apply. Additional principal payments need to be applied to the month they were made in. Shellpoint mortgage does not get to decide to apply the additional payments months later and thus keep my principal higher for all those months just so that it benefits them and they can generate higher fees that is playing with the numbers and taking advantage of clients. They are taking advantage of clients, playing with the accounting numbers to seemingly generate additional fees.
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| 04/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to Shellpoint. I repeatedly called and requested my new loan number and payment information. I finally got auto-pay set up successfully and the first payment was drawn. It draws it from an account that I do not closely monitor, and I set up the autopay on DAY 1 so that I would never be late and never have to worry about. In fact, I pay an additional $ of 200 to 2000 to the principal each month. Imagine my shock when I opened the mail today, and it is from Shell Point stating my mortgage is in default by TWO MONTHS. I called immediately. After waiting on hold for six minutes, I spoke with a representative. I explained the problem She CONFIRMED that YES she shows my account is in fact ACTIVE and on AUTOPAY and said she did not know why it was not withdrawing the funding, as everything was set up correctly. I said, okay, so please fix it because I am trying to refinance a house and and I need my XXXX and perfect credit to be dead on right now!!! She said she could NOT help me because my account was past due. I said, but you can see right there, it is on autopay. I can pay the amount but I want the autopay fixed and I want any late charges taken off and NO credit reporting. She said she had to transfer me. She transferred me where I waited on hold for another 16 minutes. THEN, it finally started ringing. And then it rang and rang and rang. I let it ring for an additional five minutes, and nobody ever answered. Being concerned I went BACK ONLINE and paid the two months. HOWEVER I want the autopay issue fixed, as they admitted it is their fault. ALSO thank goodness I could pay immediately, otherwise, I would not have even been able to pay the mortgage since I got a 20 minute run around!!! This company is garbage and it feels predatory. I always pay my mortagage on time and early and extra principal. The fact that their autopay has a glitch should not penalize me. I am concerned over my credit and the fact that this company can not even get me in touch with a PERSON to talk to and resolve my problem.
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| 06/17/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan servicing, payments, escrow account
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Web |
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On XX/XX/XXXX we did a Loan Modification on our XXXX and XXXX Mortgage. XXXX XXXX XXXX was our XXXX Mortgage Company. They agreed to a modified monthly payment of {$100.00}. Sometime in XX/XX/XXXX the XXXX Mortgage was sold to a company XXXX XXXX and we continued our {$100.00} a month payment as agreed. In XX/XX/XXXX or XX/XX/XXXX XXXX change there name to Shellpoint Financial. In XXXX XXXX we were reviewing my Credit Report and found we have late payments reported by Shellpoint. ( It should be noted that during all this time we continue to make our agreed payment of {$100.00} a month ). We contacted Shellpoint and after several calls without getting anywhere and wanting to remove the late payments from my credit report we sent them an extra payment of {$300.00} in XXXX XXXX and extra payment of {$200.00} in XXXX XXXX. This extra payment were made because Shellpoint refused to help us in anyway or explain to us why we had late payments on my credit report. On XXXX XXXX, XXXX I checked my credit report again and found out that there are still several late payments. I contacted XXXX and spoke to XXXX XXXX and she refused to work with me or explain why this happen. I have tried hard to clean up my credit report and I do not feel that is right that they are showing a late payments when we have made our agreed monthly payment since the beginning of the modification. The Following breakdown of payment for the last 12 months of my bank records as follows:XX/XX/XXXX - $ XXXX - $ XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XX/XX/XXXXXX/XX/XXXX - {$100.00} Payment for XX/XX/XXXXXX/XX/XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XXXX XXXX - {$100.00} Payment for XX/XX/XXXXBecause of there errors it 'll affect my ability to buy a new home or obtain any credit. Any help you can gave me regarding this matter is greatly appreciated.
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| 12/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I received a notice from my flood insurance company on XX/XX/23 that my mortgage company, NewRez failed to pay our flood insurance from our impound account. As a result, our insurance policy was canceled. I called NewRez that day and spoke to a representative in the insurance department. She looked into the issue and confirmed that they neglected to make the payment and would have to have a new policy written. She acknowledged that she would get this done and I stated I would call back in a few days to confirm that NewRez ' error was corrected and our policy reinstated.
I called back on XX/XX/23 and spoke to another representative in the insurance department. I was told that a check was sent for the new policy and that this check had cleared. She confirmed that our flood insurance was now reinstated.
I then received another notice on XX/XX/23 from our flood insurance carrier that the payment for our policy was declined and that we were still without flood insurance coverage. When I called and spoke with the insurance department at NewRez that day, the associate was not able to determine what had happened and was not able to transfer me to speak with a supervisor to help resolve the issue. At this point, I called NewRez customer service. I explained the situation to the agent. He was unable to help me beyond sharing that he did show that there was an active flood policy and that it may be a lender-placed policy. I shared my frustration that we should not have to pay any premiums for a mistake that was made by NewRez.
I then contacted my insurance company on XX/XX/23 directly and they shared that NewRex never reached out to get a new policy written as they originally claimed they had. They then worked to obtain a new policy and the premium increased for the same coverage by {$500.00} because NewRez allowed my old policy to lapse.
I am now left paying extra, out of pocket because NewRez has impounded money from my mortgage payments and has neglected to resolve this issue or payment for which they are responsible.
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| 11/22/2016 |
Yes |
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- Credit decision / Underwriting
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Web |
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I was interested in refinancing my existing XXXX Mortgage and I reached out to New Penn Financial ( XXXX ) starting in XXXX of 2016. Everything was approved and ready to close but on XX/XX/2016 I decided that I no longer wanted to move forward with the loan/closing. I informed XXXX of New Penn Financial on XX/XX/2016 via email. XXXX quickly reached out to my via phone in an attempt to convince me to continue working with New Penn and close out the refinance with them. New Penn has ignored multiple requests from my new refinancing company " XXXX '' to transfer my FHA case number to allow them to lock in my refinancing rate with them. I saw this as a deliberate attempt by New Penn Financial to block me from being able to shop my refinancing options with other Mortgage Companies. Because of New Penn Financials unethical behavior my original estimated Mortgage interest rate increased from 3.37 % which is now costing me more money. New Penn Financial continues to call me 19 days later stating that they need me to telll them who to transfer the FHA case number too. This does not make any sense to me because I know that XXXX provided all the necessary to New Penn to transfer the FHA case number. All of this will now end up cost me thousands of dollars. This type of behavior should not be allowed because it cause consumers a lot of unnecessary stress. As I 'm submitting this compliant XXXX of New Penn Financial continues to reach out to me regarding the loan that I requested him to stop working on 19 days ago. XXXX emailed me on XX/XX/XXXX stating " I see you made your XXXX payment. We can still do the loan for you and close in XXXX '', again after I informed him on XX/XX/XXXX that I decided not too move forward with New Penn. This sounds like New Penn continues to work my loan and pulling my credit report, which is going to show as additional inquiries. I 've informed New Penn Financial thatI plan on working with another institution so why are they continuing to utilize my information?
XXXX, NMLS # XXXX New Penn Financial
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| 12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I purchased a new construction, single family home in XX/XX/2018 from a developer in XXXX. That developer bought a parcel of land and built three single family homes on the lot but didn't submit an application to divide the parcel to XXXX County at closing. Before the parcels were divided I received a tax bill for all three ( 3 ) of the single family homes the developer built on the parcel ( ~ {$62000.00} ). I immediately called and emailed my mortgage servicing company, Shellpoint Mortgage Servicing, and informed them of the error, as well as explicitly informed them not to pay the taxes. This was about a month before the taxes were due so they had plenty of time to amend any automated systems. Nonetheless, they paid the tax bill so my tax escrow shows a negative ~ {$43000.00} balance. I realize this is a paper error ; however, I am attempting to refinance my home to what are now historically low interest rates that will save me more than {$50000.00} over the life of the loan. But I can't get a clean payoff statement that reflects what I truly owe.
I've made probably 40 phone calls and sent ten emails to the Shellpoint team that are always met with confusion, misunderstanding, misdirecting and generally useless customer support. This issue has been outstanding for close to five months and I've had to give up one rate lock already then pay money to lock again and keep my new rate. I've found maybe one or two customer support reps that were helpful and genuinely tried to fix my issue. The balance were rude and just trying to get me off the phone. Time and time again they implore me it's been escalated or that a manager will call but that never happens. I've tried kind approaches and I've tried to be stern but nothing seems to work. I feel like they don't care and aren't doing anything to amend their error. Just today I called the County to see if they've filed a refund but nothing has happened. I feel helpless and this mistake is costing me real money, as well as distracting me from my work and family. Please help!
|
| 06/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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There are several issues related to this complaint in dealing with Shellpoint. I 'm numbering the issues to ensure each issue is addressed. 1. Shellpoint is in violation of CAHBOR by issuing a sale date on a home while it 's under a work out solution. At issue is this short sale request that has been in process for months. We advised the lender on X/X/17 that our previous buyer had walked due to significant repairs needing to be done on the property and submitted a new offer to Shellpoint on X/XX/17 at which time the file fell under a foreclosure alternative work out program as outlined by CAHBOR. At that time Shellpoint was legally required by law to postpone the foreclosure sale date and they did not. This is violation of state law and Shellpoint routinely violates this law and this practice must CEASE and DESIST immediately. 2. The person assigned to the short sale request at Shellpoint is named XXXX XXXX. XXXX XXXX confirmed receipt of offer on X/XX/17 and advised he needed the junior lien holder pay off letter and that was all that was needed. On X/XX/17 XXXX XXXX advised customer support that he was requesting a 2nd lien mortgage statement ( which he never asked for, he asked for a pay off ). The problem is that on X/XX/17 XXXX XXXX was advised he had the 2nd lien pay off and he stated he would run the numbers for the short sale and they were close enough to the last offer and we should be okay. He never ran the numbers, he did n't do his job and then he tried to cover for his negligence. We had to have another person at Shellpoint write into the notes that the docs were in the system the previous week on the date previously advised for tracking purposes so XXXX XXXX could n't blame us for not getting docs in time. XXXX XXXX then stated on X/XX/17 that it was now too late to get an approval because he did n't do this job last week. This is unacceptable as is unacceptable that there is a sale date scheduled on a property that is a work out resolution status and can not even have a sale date due to CA state law.
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| 03/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I have been working with XXXX XXXX XXXX HUD Certified Housing Counselor since XX/XX/XXXX. I have also applied for the State of Minnesota 's HAF program. Since I started with this process, my loan servicer changed from XXXX XXXX XXXX to Shellpoint Mortgage Servicing. While I was with XXXX XXXX, the State 's HAF program representatives were able to communicate with them to get the information they needed to help me catch up to be current on my loan. When I was switched to Shellpoint Mortgage Servicing HAF sent a request for information and was told that I did not have rights to authorize this request stating " Owner Deceased ''. This mortgage loan was taken out by my late wife who passed away in XXXX. I had supplied the necessary documents to the Loan Servicer at the time. On XX/XX/XXXX my Housing Counselor emailed Shellpoint Mortgage a copy of the Certificate of Examiner of Titles. My Housing Counselor called Shellpoint on XX/XX/XXXX to confirm they had received it. She was told that yes they had. We then asked that HAF resend the request. They were again denied due to XXXX XXXX. Today I called Shellpoint with my Housing Counselor and was told that they did not see the document. Shortly afterwards the representative saw the email and the document. She stated she would send it to Loan Servicing and that in 3-5 days we were to call to confirm they had received it and to find out if this document was sufficient to show I have the rights of survivorship. If they had approved it, we were told to ask that an email be sent to the department who handles HAF stating that this was approved. We were told that we would need to call again to confirm that department has the document. Once we know that the HAF department at Shellpoint has this document we were told to ask the representative to ask Shellpoint to reach out to the State of Minnesota 's HAF program or for us to contact the states HAF program and ask them to resend it. We were told that depending on who we spoke with they may or may not be able to assist us with this.
|
| 06/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I would like to make a complaint against Shellpoint New Rez. They were the holders of my home mortgage ( resold to them since the mortg was initiated with XXXX back in XXXX ). I started a refi process to get a lower rate and move the mortgage from Shellpoint to XXXX XXXX. Since the apartment was a Co-op, it requires a Stock and Lease to close the refi. Shellpoint, as the lender, must possess that Stock and Lease and provide it to the new lender to complete the refi. XXXX XXXX XXXX the new lender ) requested the S & L from Shellpoint in XX/XX/XXXX. XXXXellpoint took 2-3 months to get back to us ( despite numerous emails and calls ), only to tell us they could not locate the S & L.
A new copy of the S & L therefore needed to be obtained from the Co-op attorney ( after Shellpoint produced an affidavit stating that they had lost it, which itself took months to obtain from them ). The Co-op lawyer charged {$250.00} to produce the Stock and Lease. Shellpoint refused to pay that fee ( which blocked the refi from closing ) despite the fact that the Stock and Lease was supposed to be in their possession, that they had lost it, and that their losing it required it to be reissued! Shellpoint stated that they would not pay the fee, but would reimburse me at closing for that fee. So, to unblock the refi, I ( the owner ) paid the Co-op attorney the {$250.00}. The refi is now closed XXXX XX/XX/XXXX XXXX, BUT the fee was never repaid to me by Shellpoint New Rez. Shellpoint has again not done what they said they would do. They still owe me the {$250.00} for the production of the Stock and Lease ( I won't even get into the hundreds of dollars their delays cost me in a refi that took 7+ months to complete due to their obstructionist behavior ). I have also filed a complaint during the refi process with the NY XXXX XXXX ( case number : XXXX ) but the XXXX has been unable to get Shellpoint to repay the fee for the Stock and Lease ( the complaint with the XXXX and repeated escalations was the ONLY thing allowed the refi to proceed ).
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| 02/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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In XX/XX/2019, I spoke with a representative from Shellpoint Mortagage. I communicated the fact that my mother-in-law ( the original owner of the house ) was deceased and my husband who directly inherited the property ( and was also executor of my mother-in-law 's estate ) passed away ( XX/XX/2019 ) after a long illness and with no life insurance. I experienced financial hardship and was also working with the courts to received executorship over this property. After discussions and emails, Shellpoint gave me an offer to defer the past due amount on this account.
To accept this offer, I was required to make a down payment of {$510.00} by XX/XX/2019. I complied by making a payment on XX/XX/2019 with check # XXXX for {$510.00} and this check was accepted and processed by Shellpoint.
In XXXX and XX/XX/2019, I also made payments of {$510.00} ( each month ) and these payments ( checks # XXXX and # XXXX ) were accepted and processed by Shellpoint as I confirmed from the copies of the cleared checks from my financial institution.
As these payments were accepted and I met the requirement to make a down payment by XX/XX/2019, it was my understanding that my account was brought contractually current. However, I submitted payments for the months of XXXX and XXXX these payments were returned to me indicating ( incorrectly ) that my account is more than 90 days in arrears, and I am not in an active workout with Shellpoint. Since this time I have made numerous call to ShellPoint where I have been transferred from person to person and no one will help me to resolve this. I wrote an email documenting the information and have never received a response. I have now sent a certified letter with attachments detailing the workout letter they sent and the payments I made and they accepted.
It is imperative that this issue is resolved as soon as possible as I complied with the requirements for a workout ( deferment ) and have submitted payments for the mortgage every month since XX/XX/2019 and can not afford to lose this property.
|
| 06/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
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Good morning CFPB- I first want to congratulation CFPB for your good work. I am not the only one under attack. We need Congress to come to your assistance! In XXXX I lost my XXXX XXXX due to the economic downturn, which also dried up my XXXX XXXX XXXX XXXX . My home loan was with XXXX XXXX XXXX , and they could have exercised one of 4 options : 1. Putting the missed payments/penalties on the back end. 2. Interest only with a balloon. 3. Conversion a 40 yr loan to a 50 yr. loan. 4. Complete write off. These are options applied to other customers but not to me. I hired a lawyer from XXXX to act on my behalf, the result being XXXX slapped a sale date for XX/XX/XXXX , and passed me off to Shellpoint Mortgage. In the 2 weeks I have been with Shellpoint they have switched the ( required ) s ingle point of contact representatives 3 times, I have never been able to speak to any of them, and they do not answer their phone. And on 2 occasions, when I called into the general phone number, both times the call was disconnected mid -conversation. Starting yesterday, I faxed in the required docs, and all 3 fax lines were busy. This is a deliberate tactic to let the clock run out until the auction date XXXX XXXX . Further, the California Bill of Rights for Homeowners requires that a bank can not practice " dual tracking. '' XXXX did not abide to this rule and Shellpoint is showing signs of doing the same thing. My attorney at the time requested a 90 day suspension from this sale date but Shellpoint has not responded to his letter nor have they returned his calls. Another issue is that homeowners have the legal right to access their investor. XXXX and Shellpoint both name XXXX XXXX XXXX XXXX XXXX . XXXX denies being the investor. Here is the language : XXXX XXXX XXXX XXXX XXXX as Trustee for the Certificate Holders of the XXXX XXXX . The pre-recorded phone number for XXXX also states they are not the investor. XXXX XXXX XXXX .
|
| 08/25/2023 |
Yes |
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- Trouble during payment process
- Payment process
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|
Web |
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In XXXX, the XXXX XXXX XXXXXXXX made an error with the property taxes and caused our mortgage to increase. The XXXXXXXX XXXX XXXXXXXX reimbursed XXXX XXXX XXXX ( the mortgage company ) however, the account was not credited correctly. We continued to make monthly payments to XXXX XXXX XXXX until the end of XXXX, when our mortgage was sold to Shellpoint. From XX/XX/XXXX to XX/XX/XXXX, we made payments to Shellpoint, but they stopped accepting payment from XXXX and they are currently disputing that they received XXXX payment, although the funds were withdrawn from my account. The checks for XX/XX/XXXX through XX/XX/XXXX were uncashed and remains in my account.
We retained the services of an attorney who was working with XXXX XXXX XXXX to address the issue and a few months later, the loan was sold to Shellpoint and an additional attorney fee was incurred. The attorney failed address the issue with Shellpoint. Instead, the attorney brought back an offer of a second mortgage from Shellpoint for approximately, {$30000.00}, that would close the issue without addressing the concerns of the error related to the payments that were made. The second mortgage would remain on the current loan and would be owed to Shellpoint should we decide to sell the property. This offer was refused. The homeowners contacted Shellpoint and they proposed a payment of {$25000.00} to address the outstanding balance and bring the account current or the property will go into foreclosure. They acknowledged that there is an error on the account that was not caused by the homeowners, however, they have not attempted to address the issue to show where the error occurred and make corrections. Instead, they placed the homeowners in financial and emotional hardship, discard the request to show where the error occurred and what took they steps to make the necessary corrections. There are late payment and bankruptcy charges the homeowners are being held responsible for, as well as negative credit reporting that has affective the homeowner credit scores.
|
| 08/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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My Wife and I attempted to refinance our current mortgage with our current mortgage company that had recently purchased our mortgage. From the beginning our loan officer thought there was a income issue and wanted to have underwriting review the income before ordering a appraisal. We sent in all requested documentation to the loan officer and began looking at different loan options. After 5 weeks we were informed that we were clear to get the appraisal. We paid our loan officer directly for the appraisal which we though was odd. The appraisal came back a little lower than expected which wouldn't allow us to pay certain debts off in a cash out refinance to meet our needed debt to income ratio. We advised our loan officer we could pay those debts out of pocket and with that he sent us a new XXXX cash out refinance offer which we signed. We asked our loan officer should we pay debts off now or would it need to be done at closing? The loan officer replied let me get with underwriting and he would get back us. After week of 0 communication, our loan officer responded to email my wife wrote stating that the company was unable to approve us because my income was part commission. We than asked if commission is unacceptable and you reviewed our income information with underwriting, why did you order and charge us for appraisal? We advised that we felt there should have never been appraisal if commission income is unacceptable, we want our appraisal money back. To date the company has refused to refund the appraisal fee. We have also made a complaint with the XXXX XXXX XXXX and the company still refuses to refund the appraisal. We are very concerned they ordered this appraisal to gather information about the property. Another concern is that if our income didn't qualify for the a new loan at a much lower payment how do we qualify for the we have now? Hopefully they won't use the information against us. We would like appraisal fee refunded the company had no reason to appraise our house if the income was unacceptable.
|
| 08/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My mortgage was recently taken over by NewRez/Shellpoint from XXXX, effective XX/XX/XXXX. My XX/XX/XXXX auto payment was collected by XXXX and sen to NewRez without a problem ( that I know of. ) On XX/XX/XXXX I called NewRez as I was concerned that my monthly payment had not drafted out of my account as it was supposed to. I also went online to check the status of the auto payments. The amount showing was not what I had set with XXXX, it was for the minimum due on the mortgage and escrow account. The rep told me that he would delete the recurring payment information so that I may update it with the amount I preferred to pay. I asked if the minimum amount was going to draft anyway, to which is stated no, but to check in a couple of days to be sure. I then proceeded to update my preferred auto payment amount and the site read that the change would be effective XX/XX/XXXX. I planned to wait on making the XX/XX/XXXX payment until I made sure that it did not draft out of my bank automatically. Next time I check, the original payment had been drafted out of my bank on XX/XX/XXXX and a second draft for my updated amount was done on XX/XX/XXXX, resulting in NSF when other payments I had made tried to clear. I have contacted NewRez 3 more times trying to get my money refunded and have provided the proof of the double draft. One rep told me ( XX/XX/XXXX ) that it would take 24-48 hours for the funds to be returned and when I called again on XX/XX/XXXX to check the status, the timeframe changed to 10-15 business days. On top of all of this, my account does not reflect the 2 payments collected in XX/XX/XXXX ; it only has ever reflected the payment from XX/XX/XXXX. No one could answer where my other payment was. Had it credited for XXXX, this would not be such a big deal, but money was taken from my bank without authorization and did not reflect a credit with NewRez. This, in my opinion, amounts to wire fraud and based other other consumer complaints I have read on XXXX is a rampant problem with this lender/servicer.
|
| 10/24/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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Our firm handled a closing for on XXXX/XXXX/XXXX. On the day of closing, we had a payoff statement from XXXX showing an amount due good through XXXX/XXXX/XXXX. Interest was calculated and added through XXXX/XXXX/XXXX and our check was sent to XXXX in the amount of {$160000.00}. After two weeks passed and the check had not cleared our bank, I contacted XXXX and was told the check was received, but the loan was transferred to Shellpoint, along with our check. Our XXXX tracking notice shows the payoff check was received by XXXX on XXXX/XXXX/XXXX then forwarded to Shellpoint on XXXX/XXXX/XXXX. Shellpoint received the check on XXXX/XXXX/XXXX. I contacted Shellpoint and was told they would have to research the missing check and it would take XXXX business days. When I called back, I was told the payoff was short, and that a payoff statement from XXXX XXXX XXXX firm had been sent to our firm on XXXX/XXXX/XXXX. I was able to find the payoff statement from RAS in our file, which was entered after closing on XXXX/XXXX/XXXX ; so we were unaware XXXX XXXX was involved until after closing. When I spoke to XXXX about this second payoff that was sent to us, she confirmed it was sent on XXXX/XXXX/XXXX, and that because it was sent to us after our closing date, the initial payoff statement from XXXX would be honored.
I talked to Shellpoint again and was told they would send me a payoff statement so that I could resend a check. I also contacted XXXX XXXX on the XXXX and was told I would receive a payoff statement as soon as possible. Finally, on XXXX XXXX, a representative from Shellpoint called me and left a voicemail. I returned the call and left a voicemail. XXXX XXXX with Shellpoint called me today told me that our payoff is short by {$4000.00} due to the accrued interest- which is a direct result of Shellpoint 's refusal to resolve this issue.
Shellpoint has refused to provide our firm with an explanation or a written payoff statement ; and is instead, attempting to add an additional {$4000.00} to the amount due.
|
| 10/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This complaint is regarding the balance for Summary of Amounts Past Due before Bankruptcy filing ( Pre-petition Arrearage ) shown on the most recent statement dated XX/XX/2021. The amount shown {$1000.00} is incorrect and the correct balance is XXXX ( XXXX ).
As of XX/XX/2021, a document was signed and executed by XXXX XXXX, Attorney for New Rez ( Shellpoint Mortgage Servicing ) at the XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX. states amount necessary to cure the petition is XXXX ( XXXX ). The document stating this information was filed and sent to XXXX XXXX XXXX XXXX XXXX. See the attached document for your reference. The error on my mortgage statement should have corrected months ago. Please make the necessary changes and updates to my account and all future mortgage statements showing Pre-petition arrearage balance XXXX ( XXXX ). Better yet, remove this section from my statement altogether for pure accounting purposes and accuracy. Please provide a full explanantion for the outstanding balance shown for the Summary of Amounts Past Due Before Bankruptcy filing Pre-petition Arrearage updates.
My next complaint is regarding Escrow ( Paid Year-to-Date ) balance showing on the mortgage statement in the amount of {$1100.00} as of XX/XX/2021. If I am paying monthly towards Escrow {$220.00}. Why is the total amount paid as of XX/XX/2021, {$1100.00}? This is an error and the correct amount should be {$2200.00}. If you multiply {$220.00} x 10 = {$2200.00}. Also, the XX/XX/2021 mortgage statement shows the Escrow ( Paid Year-to-Date ) balance amount of {$1100.00}. But, the month of XX/XX/2021, it was reduced to {$1100.00}. Why? There is something flaky going on with New Rez accounting and managing of customers payments. Also, why is there a {$150.00} fee charge on my account? What is this about? Please provide a full explanation for the total amount paid this year for the escrow balance and this fee charge. I look to hear back asap for an accurate update to my mortgage account.
Best, XXXX XXXX
|
| 03/28/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I applied for financial assistance, loan modification or forebearance through Shellpoint Mortgage starting back in 2020 because I went through a divorce while I was very sick. I had XXXXXXXX XXXX in one month when my husband left me with no vehicle. It took me a year to get well and be able to go to work and buy a car but then Covid hit and I ended up with XXXX 4 or 5 times. I lost my brother and nephew to Covid- I raised my nephew so it was a hard time. I filled out the mountain of paperwork that was required in order for the mortgage company to see if I was eligible for assistance and they told me that I was but nothing ever came of it so I would call in to check the status and they would tell me that I needed to send in updated check stubs and resend the same packet of paperwork again- so I ended up doing this 17 times over the last 3 years. I was told that because I didn't send in the paper work all together that the paperwork was not submitted together and so I attempted to email an attachment with 37 pages but somehow was unsuccessful when I checked back with them so i ended. up faxing the paperwork to them in XXXX of last year and it cost me XXXX $ to print out 37 pages and fax them. I checked the status two weeks later and was told I had to send in updated check stubs and paperwork! Again I was told that I was eligible. I then decided to apply through the Georgia Mortgage Assistance and they said that I was eligible contingent upon the mortgage company filling out a workout agreement and returning the agreement so the State of Georgia would consider helping-no funds would be released until they know that they will work out remaining balance and nor foreclose so I emailed the form to Shellpoint Mortgage and called them in a few days and they claim they didn't receive the email with workout sheet attached so I resent it and then I faxed it and called again after a few days and still claim they have not received it. I am at my wits end! I am going to lose my home! Please help!
Thanks, XXXX XXXX
|
| 12/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
From To Date Summary Response XXXX Web Contact Us XX/XX/XXXX at XXXX EST I received XX/XX/2020tax statement and requested for clarification on whether I have to pay this or new rez will pay. County Tax bills are sent as courtesy to me. New rez will pay. No further actin needed.
Phone call to Customer Care XX/XX/XXXX at XXXX EST Reg Tax payment not done Rep told me it is not done and send us a copy of bills. Which is totally opposite to what was told in email to me earlier i.e. no need to send any bills to new rez.
XXXX XXXX XX/XX/XXXX at XXXX EST Requested clarification on tax payments not done. Attached copy of bills as courtesy No Response XXXX '' XXXX, XXXX '' XX/XX/XXXX at XXXX EST Sought clarification on tax amount paid & requested statement. Response not clear & New rez said no mistake on their end.
XXXX Consumer Financial Protection Bureau XX/XX/XXXX at XXXX EST Complaint raised reg non payment of taxes from Escrow XXXX XXXX responded on XX/XX/XXXX with a letter stating " Taxes are current ''.
XXXX '' XXXX, XXXX '' XX/XX/XXXX at XXXX EST Overdue Notice Received, attached copy of overdue bill XXXX XXXX XX/XX/XXXX at XXXX EST Received a letter stating nothing is showing as overdue and all taxes are paid.
XXXX XXXX XX/XX/XXXX at XXXX EST Requested XXXX to investigate and attached copy of bills still showing as not paid XXXX XXXX XX/XX/XXXX at XXXX EST After a phone call to customer service, escalated to supervisor XXXX via email After the above mentioned chain of communication, new rez sent me a letter via secure email stating that they had paid 2 of my 3 pending bills on XX/XX/XXXX. And there is no error at their end since they are not responsible for paying interim & supplemental tax from escrow.
If that was the case, new rez should have told me during my first contact that I need to look out for these interim and supplemental bills. After number of emails, complaints, phone calls, XX/XX/XXXX is the first time they mentioned that I am responsible to pay interim and supplemental bills.
|
| 06/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
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My Complaint is against my mortgage servicer Shellpoint mortgage. I was placed on a forbearance, I talked to someone in XXXX they approved the forbearance due to XXXX, They said they would send me the proof it has been 4 months. I received nothing. I have been calling for 43 days and emailing for 38 days and chatting online because I have been lied to and have been told for almost 6 weeks that someone would contact me in 48 hours. I have now been told that 23 times and now here 6 weeks later I am still waiting for someone to discuss my mortgage & bring it current. I initially contacted them in XXXX of 2019 to start the process and they will not contact me after all my attempts. Both me and my husband were laid due to COVID-19 which initially started in XX/XX/2019. I have been trying to bring my loan out of forbearance and current for the last 2 months so that I do not get reported to the credit bureaus. We are back at work and can pay the past due amount. Per the cares act which I will attached, if we were late prior to COVID-19 per FHA the mortgage servicer is to report me current for the past due months prior to COVID-19 it is written in stone by FHA/HUD and the cares act. I have been dealing with XXXX since XXXX of 2019 to make sure I was not marked 30 days late and due to their negligence and the 43 days of lying to me that someone would call me and still till today has not are trying to ruin my life. Covid came out in XX/XX/2019 We were laid off for months we have been trying to bring our mortgage current for th 6 months and they have not helped me and I don't deserve to be reported late for the last 6 months. I need someones help because as of today I still can not pay my mortgage because they choose to ignore me. This is not fair, for the last XXXX weeks i call and the call transfers me to a XXXX XXXX and his mailbox is full. come on this is terrible. I want justice and I don't want them reporting any delinquencies on my credit report because I have been trying to pay them and they ignoring me.
|
| 02/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
Mortgage is delinquent by {$14000.00}, working with Loss Mitigation department for months with no resolve. Mortgage collection sold to Shellpoint Mortgage Company 15 days ago. Spoke with them and was told the Mitigation was in process with them now and was being handled by our representative. I could call to make payments on automated systems XX/XX/20 Called to make a monthly payment, automatically routed to an alleged representative that is never there and will not return calls.
Called back without identifying self and got an agent who refused to take a payment, only will take payment in full, otherwise must talk with assigned representative who is not available.
I noted to agent that this is a recorded line and is therefore discoverable. Asked to escalate to a supervisor was left on hold for A representative took the call since past due account they can not take a single payment must be 4 of those payments. I am not able to accept one payment at this time I can not pay one months payment in any way, shape or form. They can not take anything but 4 payments, this has never been said or sent in writing this is the first I am hearing this. I was welcomed to mail in a check but it could be refused and returned or held with no action.
Note that previous company, XXXX, took monthly payments while working on a payment arrangement. Fees continue to escalate during this time.
I asked for a manager and was placed on hold once more.
With the manager, we advised each other we were both recording, I simply repeated everything I was told for confirmation and again asked for a process to send in a monthly payment. Given same story with no option to make a payment other than an amount I can not pay. Because the payment arrangement was not in place, they will not take any monthly payments until this is reviewed and will take up to 60 days 2 months of additional and forced delinquency to complete this review. Any payments sent in will be returned. I questioned the legality and was told this was their policy.
|
| 03/11/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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Web |
|
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The problem is - that NOTHING happened ( i.e. ZERO communication from the new 'servicer ' - no Single Point of Contact info has been received, to date ) - yet a motion for strict foreclosure is set to be heard next Monday, XX/XX/XXXX XXXX, XXXX.
Just prior to last State of CT mediation session XX/XX/XXXX/XXXX/XXXX, submitted last/final requested employment verification document via email to XXXX, its attorney + the XXXX of CT XXXX - for expected/anticipated modification approval shortly thereafter.
Received confirmation letter from Nationstar XX/XX/XXXX - stating that it would review and follow-up in +/- 30 days. Never heard from them again re : my modification.
As previously reported to the CFPB, had several very similar 'episodes ' with Nationstar over past several years - so this latest came as no surprise.
What did come to me as a highly unpleasant surprise was a copy of the motion for strict foreclosure - especially under the aforementioned circumstances.
Needless to say, this is outrageous and incredibly unfair.
At the very least, the motion for strict foreclosure should be withdrawn until such time that the new 'servicer ' has reviewed and responded to my modification package - which was submitted in good faith over 3 months ago - and of which the new servicer SHOULD have been aware long ago - long prior to allowing the motion for strict foreclosure to proceed.
Additionally, the new servicer should instruct its attorneys to NOT object to my motion for re-inclusion into State of CT mediation process, in order that we are able to resolve this matter amicably and avoid the foreclosure. As documented via my modification package : I have a ( very good-paying ) job on hold until I provide my prospective employer a copy of the modification.
Again : I need the direct EMAIL contact information for my federally-mandated Single Point of Contact with the new servicer - ASAP. For documentation and record-keeping purposes, I wish for all communication to be in writing, via email.
Thank you.
|
| 01/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I refinanced my home loan and it was sold to NewRez XXXX XXXX on XX/XX/XXXX, with the next county tax payments due within 30 days of sale. In the onboarding process, NewRez failed to check tax status, so in XX/XX/XXXX, I received a tax default notice from XXXX County, IL that payment was past due, and on XX/XX/XXXX a second installment was due. Contacted New Rez and they sent both payments, but evidently took too long, and the delinquent interest was insufficient or tax parcel ID didn't match, as XXXX XXXX rejected and returned the payment. Evidently, XXXX doesn't employ at tax service to ensure payments? Again in XXXX, I received a second default notice from XXXX XXXX that both 1st and 2nd installments were now past due with additional interest by XX/XX/XXXX. I contacted NewRez again and on XX/XX/XXXX they paid both installments. On XX/XX/XXXX, I called XXXX County to check the status, and neither payment had been received, so to stop additional action, I paid the entire bill out of my own funds {$4000.00}. On XX/XX/XXXX after XXXX County did not show a tax refund overpayment on my parcel for the NewRez payments, I contacted NewRez and informed them I want the following actions taken :!. ) What happened to my tax payments and where have they gone? XXXX County has no record of receiving the XX/XX/XXXX payments 2. ) I want immediate reimbursement of the full amount of taxes and interest I just paid on XX/XX/XXXX {$4000.00} XXXX. ) I want my escrow account requirement suspended and all escrow funds returned to me immediately. I will pay all escrow-related items, as you have proven over the past year to be incompetent at handling them.
XXXX. ) As a former Servicing Compliance Executive at XXXX XXXX, I will be filing formal complaints with CFPB, XXXX XXXX ( mortgagee ), and my Congressman.
They still haven't responded other than an email that they received my initial request How can CFPB let the three worst servicers in the nation, XXXX, XXXX, and NewRez combine into one giant servicing operation?
|
| 01/22/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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|
Web |
Servicemember |
|
Issue : Loan transferred from XXXX XXXX to Shellpoint Mortgage XX/XX/XXXX.
Prior to this transfer ; XXXX was in the process of placing loan in my name only, XXXX XXXX XXXX XXXX, per divorce decree and the approved Hamp loan modification. Prior to completion loan was transferred to Shellpoint.
I, XXXX XXXX XXXX am able to provide a timeline of continuous contact for resolve of this matter with XXXX XXXX XXXX , inclusive of today calling twice leaving messages for XXXX XXXX , loss mitigation Supervisor, with no returned call to me as of the time of submission of this letter. XXXX XXXX XXXX spoke with me on XX/XX/XXXXassuring me that Shellpoint will honor the aforementioned XXXX agreement. All paperwork submitted, XX/XX/XXXX. XXXX XXXX stated I will receive paperwork addressed to me, with Shellpoint 's name to re sign with mortgage amount and my name only. Timeframe will be 90 days. Confirmed with letter sent by shellpoint on XX/XX/XXXX ( but in XXXX XXXX 's name ). On XX/XX/XXXX I called to check status hence XXXX XXXX XXXX wants his name off the loan or can force me to sell. On XX/XX/XXXX, XXXX XXXX said I do n't qualify for hamp, I must start trial payment and then my name can be placed on loan, because I have not paid mortgage since XX/XX/XXXX. I was awaiting the documents, as told by XXXX XXXX in XX/XX/XXXX, to sign with my name only, with the XXXX XXXX new mortgage amount and was not told to pay mortgage while shellpoint formulated transition from XXXX XXXX to XXXX XXXX. Shellpoint has not abided by the XXXX agreement of the transparency notice I signed along with quit claim deed and all requested paperwork required by shellpoint. Shellpoint has not been honest and I will lose my home per divorce decree.
Shellpoint is unfairly requested a new trail payment and all the records are still in XXXX XXXX name. On this new trail payment one date says by XX/XX/XXXX the amount due XXXX but also says due on the XX/XX/XXXX. No one returned my calls for clarity.
I have timeline substantiating records.
|
| 01/11/2022 |
Yes |
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- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
XXXX XXXX mortgage company placed my mortgage into deferment/forebearance in XXXX of XXXX without my consent. I addressed that I had been affected by the virus but was able to stay on top of my mortgage for a time with savings. I asked to be removed and to save the option for when it was needed. After exhausting all options I requested forbearance in XXXX. It was granted but the company advised I was previously entered and they had not yet updated my information. Their account XXXX XXXX XXXX got in touch with me and advised I would start fresh and my account was updated to reflect I had a XXXX year forbearance allowed as a result of being affected by covid. My business and income sufferred as did my clients. The forbearance was to start from XX/XX/XXXX to XX/XX/XXXX. I was required to request and extension every XXXX months. When I requested the final extension it appeared to go through online as usual. However, I sold my home in XX/XX/XXXX and my credit was severly damaged in XXXX after a 30 day late on my mortgage was added to my credit account. XXXX XXXX never updated my account to show the correct forbearance dates. And now that my account has been completely paid and up to date, they advised it is closed and they can no longer see the notes or fix it. In fact, they even sent a letter to my home after the fact advising my home would be short sold. This is horrible! The company has failed to correct and error and now my credit is suffering and it impacts the purchase of our new home. Our family has no place to go. How can the lender be allowed to do this? Never was I called or a certified letter sent to inform me of this. It was an error on their part and even though I have asked them to investigate and repair it- they deny having made any error and refuse to delete the negative credit item. I provided them with the email requesting the details and the account XXXX who stated this would be resolved and my forbearance reestablished for the year ( as needed XXXX months at a time ). Please help!
|
| 12/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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When I investigated my credit report, I realized that some of the information was erroneous. The XXXX and XXXX credit bureaus are required to authenticate these accounts under Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ). ( A ), as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX and XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX are disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the items from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor. It is not acceptable to treat these reporting accounts as unconfirmed information without producing proof within the legal time range. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ). ( A ), please investigate the unverifiable item/accounts/information below : XXXX XXXX XXXX XXXX XXXX, CA XXXX, XXXX XXXX XXXX XXXX, CA XXXX XXXX NR/XXXX XXXX Date Opened XXXX XX/XX/15 Balance : {$23000.00},
|
| 03/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I began the process of refinancing with XXXX XXXX, XX/XX/XXXX, I signed documents and on XX/XX/XXXX, and appraisal was ordered and cost was quoted be {$500.00} but was charged {$550.00}. XX/XX/XXXX, I re3ceived an email that my loan was approved. On XX/XX/XXXX I was told it was a conditional approval. On XX/XX/XXXX, I asked for an update as well on XX/XX/XXXX with no response. XX/XX/XXXX I was told the loan is going through its normal process. I was told, by phone, NOT to pay my mortgage that we will close by XX/XX/XXXX. I did not pay XXXX mortgage at that time. XX/XX/XXXX I received an answer that all looks good. XX/XX/XXXX my loan is still under review. XX/XX/XXXX and XXXX, XXXX asking for update since it is passed the XX/XX/XXXX closing date. Received a message on XXXX XXXX that the loan was on track to close. XX/XX/XXXX, still under review and our loan was sold to another company. XX/XX/XXXX I was asked to pay XXXX mortgage and get a new payoff. from the new company. Payoff was received on XX/XX/XXXX. XX/XX/XXXX I checked on the status.
XX/XX/XXXX, I asked for an update. XX/XX/XXXX. XXXX stated loan was in final review. XX/XX/XXXX, was told they were hoping to close in the next few days. XX/XX/XXXX, waiting to hear from underwriter. XX/XX/XXXX, asked for up date and I was told a different authorization was needed. Unsure what that meant and was not given an answer. They took care of the new authorization on that date. XX/XX/XXXX, asked for another update. Got an email to pay XX/XX/XXXX to mortgage, I paid and asked for another payoff letter. XX/XX/XXXX another payoff was sent. XX/XX/XXXX, Update requested. XX/XX/XXXX received a new loan processor. XX/XX/XXXX was told new lender needs another authorization for credit check and payoff since this paper work is over 60 days. I signed the authorization. XX/XX/XXXX, asked for update. On XX/XX/XXXX I was told my loan was denied due to late payments. Please note on page 2 of the attachment is the email stating our loan was approved.
|
| 07/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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On XX/XX/XXXX I began the refinance process with XXXX XXXX with NewRez. All responses with XXXX were super quick. Around XXXX the house appraisal was available for NewRez and myself. On XX/XX/XXXX, I received an e-mail from XXXX XXXX advised that my loan had been approved and we could continue. On XXXX, I received an e-mail from XXXX XXXX XXXX XXXX advising that I need to provide an Engineering Certification. This was provided to them on XX/XX/XXXX along with some additional things required. I attempted to call & e-mail XXXX between the XXXX and XXXX multiple times with no reply. On XX/XX/XXXX I e-mailed XXXX to follow up and see what I needed to do. At that time, she advised that my closing date would be the XXXX and sent paperwork for me to sign. I never received any communication that we were not going to close on the date given to me. I received no response from XXXX and e-mailed XXXX again on the XXXX. She advised that she was going to e-mail XXXX and his manager. After receiving no response again, I reached back out to XXXX again on the XXXX and did not receive a response from her either. I had several questions regarding my loan which appeared to be the hold up.
On XX/XX/XXXX, I filed a complaint with NewRez late in the afternoon, I do not remember the agent 's name who I spoke with but she was extremely helpful and understanding. To my surprise, I received a phone call from XXXX and XXXX on XX/XX/XXXX. I spoke with XXXX on the 2nd and she was helpful on straightening out the applicable property county assessor issue we had. She advised that XXXX was out until the following Monday but that he would finishing closing the loan once he was back.
I received an e-mail from another processor in XXXX requesting bank statements. I uploaded them and have not heard anything. On XX/XX/XXXX I e-mailed XXXX requesting a cancel on the refinance. The same day he advised that he sent the request up to processing management. I followed up on XX/XX/XXXX and as of XX/XX/XXXX have received no response.
|
| 05/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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TO WHOM IT MAY CONCERN : I AM WRITING THIS LETTER OUT OF DESPERATION. I HAVE BEEN TRYING TO ACQUIRE A LETTER FROM SHELLPOINT MORTGAGE STATING THAT I WAS REPORTED 90 DAYS ' LATE IN ERROR DUE TO THE FACT MY LOAN WAS SOLD WITHOUT MY KNOWLEDGE AND DUE TO THE FACT THAT SHELLPOINT 'S WELCOME PACKET WAS SENT TO MY OLD ADDRESS THAT I HADN'T LIVED AT FOR TWO AND HALF YEARS ; THEREFORE I HAD NO WAY OF KNOWING AND CONTINUED TO PAY MY OLD MORTGAGE COMPANY, XXXX. I WAS SET UP ON AUTO-PAY. SHELLPOINT REPORTED ME 90 DAYS ' LATE. I RECEIVED NO PHONECALL, NO LETTER UNTIL 90 DAYS HAD PASSED.
MOVING FAST-FORWARD, I WAS ABLE TO CLEAR MY CREDIT UP WITH XXXX AND SHELLPOINT ; AND MY CREDIT EVENTUALLY WAS RESTORED. CURRENTLY I AM APPLYING FOR A NEW LOAN ON A NEW PROPERTY ; AND THE NEW LENDER NEEDS A LETTER FROM SHELLPOINT BASICALLY STATING, THROUGH NO FAULT OF MINE, DID I STOP MAKING MY PAYMENTS. I JUST WASN'T AWARE MY LOAN HAD BEEN SOLD BACK ON XX/XX/19.
I HAVE CALLED SHELLPOINT EVERY DAY FOR FOUR WEEKS SEEKING THIS SIMPLE LETTER, AND IT JUST GOES IN CIRCLES. YOU CAN'T TALK TO A SUPERVISOR. I WAS HUNG UP ON MORE THAN ONCE. I GET 20 DIFFERENT ANSWERS. I HAVE SENT COUNTLESS EMAILS. ALL I NEED IS A SIMPLE TWO-SENTENCE LETTER STATING THE ERROR WAS NOT MINE. THIS IS ALL THE NEW LENDER HAS BEEN WAITING ON FOR A MONTH NOW. I WILL LOSE THIS LOAN IF I DON'T RECEIVE THIS LETTER FROM SHELLPOINT.
I SENT A CERTIFIED LETTER LAST WEEK TO SHELLPOINT AS THERE IS NO PHONE NUMBER, ONLY EMAILS THAT CONTINUALLY GO UNANSWERED. THIS IS BY FAR THE WORST EXPERIENCE I HAVE EVER HAD WITH A MORTGAGE COMPANY. THERE IS NO POINT-OF-CONTACT WITH ONE PERSON. IT'S SUCH A SIMPLE REQUEST I AM MAKING THAT WOULD TAKE FIVE MINUTES TO TYPE UP ON THEIR PART AND NOTHING.
I AM HOPING THAT YOU WILL BE ABLE TO HELP ME SO I CAN FINALLY MOVE ON AND FINALIZE THE NEW LOAN I AM SEEKING. IF YOU HAVE ANY QUESTIONS AT ALL, PLEASE DO NOT HESITATE TO CONTACT ME BY EMAIL OR BY CELL AT XXXX.
THANK YOU IN ADVANCE FOR YOUR HELP. I AM AT MY WITS END WITH THIS COMPANY.
|
| 05/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
( Original Complaint Sent to NewRez - Shellpoint on XX/XX/XXXX ) from : XXXX XXXX XXXX to : XXXX date : XXXX XXXX, XXXX, XXXX XXXX subject : Removal Erroneously Applied Late Fees by XXXX XXXX Which Transferred to NewRez Account XXXX XXXX mailed-by : XXXX To Whom It May Concern, I recently PAID-Off my New Rez Mortgage in XX/XX/XXXX, which feels Wonderful ... HUUURRAY! However, on my former XXXX XXXX which transferred to New Rez in XX/XX/XXXX, XXXX erroneously applied ( 2 ) Late Fees to my account. The following details are provided : 1st Late Disputed Charge : On XX/XX/XXXX, I registered a new Online XXXX XXXX Account, then made my 1st Monthly Payment in the amount of {$2500.00} using the XXXX Online Payment System. I received a letter from XXXX on XX/XX/XXXX that the payment was returned unpaid. When I checked with my XXXX XXXX XXXX XXXX, I was informed when XXXX submitted the payment the account number was missing the last ( 9 ) of my XXXX Account # Ending in XXXX. Upon learning of the error on XXXX 's part, I immediate issued a subsequent payment. My XXXX XXXX Account was charged a {$98.00} Late Fee ; in spite of my typing the correct information in the XXXX Online Payment System. Hence, I am requesting that XXXX waive this Late Fee, immediately. - I thought that XXXX had removed this Late Fee Charge.
2nd Late Disputed Charge : On XX/XX/XXXX, I made an on-line payment directly on the XXXX XXXX Website in the amount of {$2500.00}. However, XXXX did not draw the funds from my checking account until XX/XX/XXXX. I was erroneously charge me another Late Fee in the amount of {$98.00}. Refer to the following snapshot of my checking account.
XX/XX/XXXX XXXX-FINANCIAL TYPE : MORTGAGE ID : XXXX CO : XXXX-FINANCIAL {$2500.00} {$0.00} {$2500.00} Hence, I am requesting that NewRez remove these Late Fees from my account immediately and release my Property Deed for XXXX XXXX XXXX, XXXX, MD XXXX, ASAP. If there are any questions, I can be reached on XXXX XXXX XXXX XXXX.
Sincerely, XXXX XXXX
|
| 10/17/2023 |
Yes |
|
- Trouble during payment process
- Loan sold or transferred to another company
|
|
Web |
Servicemember |
|
As of XXXX XXXX XXXX within a 10-day period, we ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX have requested SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX through an Affidavit of Truth/Demand for Verification/Validation and Testimony Under God to provide us with the below mentioned items : * The amount they claim the Respondent owes.
* An explanation showing us how they have computed the amount.
* Copies of any documents that prove we agreed to pay the alleged amount.
* The identity of the original creditor.
* Confirmation that the account has not crossed the statute of limitation ( SOL ) period.
* Evidence that they are a licensed debt collector.
* Evidence of license numbers and registered agents.
* OUR ORIGINAL WET INK SIGNATURE PROMISSORY NOTE After this 10 day period, if SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX do not respond, we will provide a courtesy of an additional 10 days to provide us with the proof of claim. Failure to produce proof of claim after this courtesy means SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX will have exhausted their administrative process and no further claims can be made against XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
If debt is unable to be lawfully and fully validated, then any negative item reported to any of our credit reports will be in violation of the Fair Credit Reporting Act ( F.C.R.A. ), the F.D.C.P.A., use of my copyrighted property, and will be also be considered a defamation of character ( please refer to credit agency report attached XXXX credit report : XXXX XXXX XXXX XXXX
Please note that this is not a refusal to pay off the account but a notice as per the Fair Debt Collection Practices Act ( F.D.C.P.A. ) 15 U.S.C. 1692 ( G ) Section 809 ( B ). This notice states that SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX claim is disputed and validation of the account is required.
|
| 07/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Our mortgage was bought by Shellpoint Mortgage Servicing fall of XXXX.
XX/XX/XXXX we received a letter stating we did not have HOA insurance coverage and if we didn't provide the policy, a policy would be purchased for us.
XX/XX/XXXX, received a letter that the policy was cancelled, since we have adequate coverage.
XX/XX/XXXX, received a letter that they were unable to verify our coverage and to provide the documents or they would purchase a policy for us at a cost of {$140.00}, which would be applied to our escrow account.
On XX/XX/XXXX, XXXX XXXX, customer service rep, called and talked directly to my insurance agent and received those documents while I waited on hold, and they still state they don't have current information on file!
XX/XX/XXXX, received a letter stating our HOA has expired and they need documentation.
During this time,XX/XX/XXXX, I have called numerous times, talked to several customer service reps, emailed these documents while on the phone and waited until they received the message and verified that they had my insurance documents. I have also emailed direct to the company, requesting confirmation and requesting that their insurance purchased on my behalf, be cancelled and my escrow not billed. I have also faxed all documents to them on XX/XX/XXXX, and XX/XX/XXXX.
We have no direct line to contact the company to talk with a person in charge or the insurance department. The only number provide is XXXX or fax XXXX. Each direct call is with a different customer service rep and then I need to explain the whole issue from the beginning.
I have provided all HOA and personal insurance documents since XX/XX/XXXX feel these people are not taking care of their customers, and recording information correctly.
I feel this is an insurance scam, to purchase policies, charge our escrow, hoping people will not notice, and some insurance company will make money from this. If not insurance scam, then very bad service, and company process and handling of customers documents.
|
| 11/02/2021 |
Yes |
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- Trouble during payment process
|
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Web |
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Home burnt to the ground on XX/XX/2021. Two checks were released form the insurance company for purchase of the new home ( manufactured ). First two party for XXXX was signed over to New Rez LLC as directed along with the paper work required, ( adjustors report, signed contract on the new home ). After many many phone calls and mis- information, I just recently received a check for XXXX from New Rez. When I inquired as to why the rest of that check was not returned I was told they were holding the rest of the funds until the house was done and they had proof it was livable. The house can not be ordered until the full funding from the insurance company is released. The second check from XXXX XXXX insurance was also endorsed and dent to New Rez as instructed. After many many phone calls which I am given a new reason every time why the funds can not be released. Today, all of a sudden they need a letter from the insurance adjuster as to what the additional check was to be used for. They are very well aware of the pricing of the new home as they have a signed contract. The second check was from a rider in my policy allowing me 20 % more funding if the original funds are not sufficient due to inflation.
I don not have the personal funding to just order the house and be reimbursed later. I need the entire insurance funds released and then I will still owe some out of my pocket. I am living in a 26ft travel trailer with 4 dogs and my daughter and have been since the middle of XXXX. If the home is ordered today the wait time is at least 9 months. I feel like I am being scammed by NewRez and they are literally stealing my insurance money. The communication at this establishment is ridiculous. The person assigned to my case has called me once during this process and will not return my calls or emails. I have asked to speak with supervisors, they are never available and never return my messages. They are literally just making up excuses why they can not send back the funds so I can order my house.
|
| 11/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Beginning on XX/XX/XXXX2020 we began the process of refinancing our home to lower our monthly payment. It was supposed to be a simple rate and term refinance. We received conditional approval on XX/XX/XXXX and were given what conditions needed to be met on XX/XX/XXXX. We began working immediately on getting the company the documents they requested but we had several questions about some of the documents being requested, and they told us not to worry about giving them those documents requested. The mortgage company then took 6 weeks to get back to us ( the end of XXXX ) just to tell us never mind we do need the documents that we told you not to worry about after all, as well as requesting several other documents that they had never requested. Within 3 business days I had all requested documents to them. Then we waited another 2 weeks just to be told that they needed even more documents ( due to COVID- I only discovered this after I reached out to a different lender about switching our refinance to them ). Then came time to close we signed the paperwork on XX/XX/XXXX2020 and closed, and the next morning after the closing documents were signed they came back and said we can't secure the financing because you now have 2 car payments. I was told in an email that if we paid off one of the car loans then we could close. So we paid off one of the car loans, and then the mortgage company took too long to process the paperwork and the appraisal on our house was no longer valid. They did not inform us with due time that the old appraisal was expiring nor did they look ahead with fore site to prevent this delay. It is now XX/XX/XXXX20 and the company is continuing to drag their feet on the closing of the refinance of our home. We have met and exceeded their requirements. I have spoken with numerous managers who say they are working on it but nothing is actually being done. I understand that their is high volume but closing on our house should be the easiest thing and they are twiddling their thumbs.
|
| 07/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
After my husband passed away in XX/XX/XXXX and my chronic health problems for 3 years, I fell behind on my mortgage payments between XXXX and XXXX. I applied and was approved for a loan modification in XX/XX/XXXX. I was approved to start making trial loan modification payments on XX/XX/XXXX in the amount of {$1400.00}. The trial loan mod payments would continue until I received a permanent loan modification. I made the " trial loan modification '' payments every month from XX/XX/XXXX through XX/XX/XXXX. In XX/XX/XXXX, the mortgage company informed me that I needed to get court approval as the executor of the estate of my deceased husband and my deceased grandmother in order for the loan modification to be put in my name as executor of the estate of my husband and grandmother. Thus, I had to start a probate process and informed the mortgage company that it could take several months before the Court approves of this action as an existing Probate has existed since XXXX when my mother, who is now deceased filed the probate for the property that I am an heir to. I sent the mortgage company the last will & testament and other documents illustrating that Im the heir to the property and the wife of the deceased person on title. Although I continued to make the trial mortgage payments and unbeknownst to me, the mortgage company continued to accept payment and initiate foreclosure proceedings on my property at the same time. In XXXX I was told that I dont qualify for a loan modification or any foreclosure alternative because my income wasn't sufficient. However, I was already in a trial loan modification and making payments on-time every month. Next, I received a letter dated XX/XX/XXXX stating that I didn't qualify for a loan modification because my mortgage didn't qualify for any loan modification options. I faxed an appeal to both denials on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, Shellpoint and XXXX XXXX Foreclosure trustee sold my house at an auction for {$320000.00} to a 3rd party investor
|
| 04/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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|
My spouse and I called Shellpoint Mortgage approximately XX/XX/XXXX as we behind 2 months on our mortgage due to me recently being diagnosed with XXXX XXXX. We advised Shellpoint that this was a temporary setback and asked if they have any assistance programs. We were recommended to apply for a modification by the loss mitigation department. We were told a packet of paperwork would be sent out, and we were assigned a point of contact being XXXX XXXX XXXX Ext. XXXX.
In the meantime, we did receive the modification paperwork that was time-stamped as being mailed to us on XX/XX/XXXX. However, we also received 4 letters demanding the past due payment amount of {$2900.00}, dated as being mailed XX/XX/XXXX, and an additional 4 certified Notice Of Default And Intent To Accelerate letters dated XX/XX/XXXX.
To date we have reached out to our point of contact XXXX XXXX, and have yet to hear anything in return. Our modification packet was filled out and mailed to Shellpoint Mortgage on XX/XX/XXXX, and we followed up with a phone call advising so.
Our fear is that we have had almost zero contact with Shellpoint Mortgage since our mortgage was transferred to them from Bank XXXX XXXX in XXXX, until now. And now, only since we contacted them asking for assistance, have we suddenly received letters of default and intent to accelerate letters. It seems like Shellpoint Mortgage is attempting to duel track by offering to assist us in applying for a modification while at the same time, proceeding to move forward in the foreclosure process by sending past due letters and intend to accelerate letters. Since mailing our modification packet and required paperwork back to Shellpoint Mortgage, nobody has yet contacted us.
As a side note, some of this struggle began when our mortgage was transferred to Shellpoint Mortgage last year. We were pomised a welcome packet including where and how to make payments. However, it took an excessive amount of time to receive any information from Shellpoint Mortgage.
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| 01/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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In mid XXXX, XXXX, my husbands and I insurance agent that handles our home owners policy contacted us regarding our policy, because a Shell Point mortgage representative had contacted him regarding changes that needed to be made on our policy. So, we contacted Shell Point regarding this issue and was told by a representative but would not give me their contact name, that since we had resigned our mortgage with them, because it had been sold to them, they needed to make changes to the policy, so to my point, we have not signed any documents with this mortgage company and did not attend any closing which was to have taken place in XX/XX/XXXX. I requested this paperwork, and she denied my request, stating they had forwarded it to us by certified mail after our closing meeting. She also stated that our payments had been increased since we had not made any payments since the construction in XXXX. I did not chose to argue with her because we have been making monthly payments to our mortgage lender XXXX XXXX XXXX since XXXX. To another point, we have had our financial institute call this bank and verify how the checks are being cashed because they have found that the checks are cashed but have not been returned at any time which according to them is very unusual that a canceled check is not returned to be put on file, if ever needed to be pulled for proof in any matter. We are now concerned that the payments are not being put onto the debt because of her comment no payments have been logged since XXXX which is now 12 years, I find that very hard to believe. We are very concerned as to where our payments have landed since XXXX and the amount we were sending was {$1100.00}, for a total of XXXX and our initial loan was for XXXX. We had to file ch XXXX bankruptcy to protect our home so as to begin investigating where our money is and who are these people that are filing foreclosure. Thank you for your time and hope to get to receive some information as to what is going on with this matter.
|
| 10/12/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
|
I have been trying to complete a successful modification since XXXX, have attempted several appeals and haven't received any resolution from the escalations department although I have reached out on numerous occasions. The escalation department nor anyone with any authority is available after XXXX Pacific time making it even more difficult to try to obtain any results.
A supervisor today ( XX/XX/XXXX ) stated that he does not see any escalation replies on my file since their last communication of XX/XX/XXXX when they stated they will review my information and provide a written response within 15 days. However, we did receive another letter dated XX/XX/XXXX from a different department requesting additional time due to the complex nature of our situation but as of this date, no written response has come and it has been almost 2 months. This is gross negligence and is unacceptable when a family 's home is at stake. I have also been given lots of misinformation verbally by my " single '' point of contact, which we've had 3 in less than one year.
I have a pending sale date next week even though I have been in an appeals process to the latest modification decline ( previously approved for a modification but it was falsely rescinded and now they won't approve again ). The modification rescission, dated XX/XX/XXXX states we did not make our 3 trial payments, which is untrue and I have proof of all 3 payments. The current modification decline they state is due our net present value being too high, but this is based on errors in their calculations. This is the appeals process I have been currently trying to have resolved.
Also, the company accepted 3 successful trial payments from us after sending a notice of default, then shortly after we received a foreclosure sale date. There are also unapplied payments and we have not received an escrow analysis. This company appears to have an ongoing history and pattern of violations, and we feel many California civil codes have been violated.
|
| 05/03/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint " XXXX XXXX '' financial, authorized a ACH withdrawal from my XXXX Checking account in excess of {$3200.00} without my knowing. I made a simple online payment, which I have done every month for several years, where the payment amount is pre-selected as the minimum payment due. The process to pay is very simple and straightforward. There is no keying in of any numbers or information. My banking information is saved and the amount is pre-selected for me. I click submit and the payment goes through for the minimum monthly payment.
For reasons Shellpoint can not explain, an amount in excess of {$3200.00} was drafted from my checking account. I have issued a stop payment through my bank at my expense. I have incurred an overdraft penalty at my own expense. I am likely to incur additional financial penalties from other bills that were pending due to this excessive draft wiping out my entire checking account balance. Shellpoint has repeatedly offered no meaningful explanations and admits no wrongdoing of their own. They have confirmed, that the only way to pay additional money is by entering that amount in a separate field which I certainly didn't do. I am not here to argue, I am here as a customer who is a victim of this company. I want my voice heard. This mortgage company was a treachery from the beginning when I bought my home ( for reasons I won't go into ). They should be out of business, period. Not only have I never missed a payment, I paid my mortgage throughout my bankruptcy after dealing with a very difficult divorce. Shellpoint has no right, in my opinion, to hold on to these funds for any period of time. The payment should be void and cancelled, end of story. It is my right and my duty to warn other consumers, through this complaint, that Shellpoint " XXXX XXXX '' XXXX is not to be trusted with online transactions.
Shellpoint " XXXX XXXX '' has no meaningful response or explanation at this time. Company is making me go through a process to refund my money.
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| 06/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Currently I am in the midst of pursing several complaints against New Rez/Shellpoint for multiple wrongdoings. However, just yesterday, I encountered another issue with this untrustworthy institution. The latest occurrence has to do with Shellpoint falsely sending me an approval for a Forbearance Plan that I have never requested ( see attached " Shellpoint '' doc ) and will not accept. This is tremendously concerning and I want something to be done about Shellpoint immediately. Forbearance is for people who are struggling to make payments and/or are behind on their payments which is not the case in my situation at all. As per the attached document from Shellpoint, this is not the case for me now or ever. I am current through XX/XX/2020 and I have never missed a payment, nor have I ever applied for Forbearance at New Rez/Shellpoint ( see attached " Shellpoint_Current Status '' ). While I have read material on their website regarding Forbearance when making my monthly payments because its prompted when you log in, I have not applied, nor do I intend to. Therefore, the attached letter I received yesterday appears to be another gimmick by Shellpoint and part of an ongoing scheme to defraud customers. My concern is that they can somehow report this to the credit bureau which can be harmful to my credit ratings and I will be forced to pursuit legal action against New Rez/Shellpoint. For the record, I want my name removed from any program associated with any type of Forbearance at New Rez/Shellpoint as I will not accept any such offer. I am hereby requesting that Shellpoint send me a written statement indicating that the letter sent to me was sent in error and that I am not in any such plan, and that they will not submit any information to the credit bureaus saying that I am in a Forbearance Agreement. Again, I am imploring the proper authorities to please do something about this company.
cc : NJ Consumer Affairs Attorney General Office of NJ Department of Banking & Insurance of NJ
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| 03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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I applier for a mortgage refinance with the current mortgage processor ( NewRez ) in XXXX 2020. I was initially given a timeline to close on the refinance not probably by end of XXXX, but by end of XXXX the latest. I have been providing all the requested documentation promptly ( typically the day of or the following day. I was told they were trying to save me money by consolidating the new with the old loan which would save about $ XXXX from the overall closing cost. The delay, however, is costing me {$1000.00} every month ( a combination of the PMI I am currently paying, and the lower interest rate for the new loan.
After my last discussion with the loan officer ( XXXX ), I was asked to provide latest XXXX and pay stub, which I did the same day. The loan processor called on XX/XX/XXXX, I returned the call and left a couple of voice-mails. I did not hear back for two weeks, when I tried reaching either of them, unsuccessfully. They called back only when I called the customer service line and told them I am considering of filing a complaint because of the big delay and information not provided on the process along the way. I was told my credit had expired and they needed to run another credit check, to which I declined until some assurance was provided that this would not be a hard inquiry posted again on my credit report 5 months after the application. I was told the loan processor would discuss with their manager and get back to me the following day, and yet not a word. As I had mentioned, the delay has costed me at least {$2000.00}, and it will keep accumulating at the rate of {$1000.00} per month. If they are delaying the process for all their customers, I can only imagine the amount of money they are making by every month of delaying the process. I just tried reaching the loan processor, but my call gets connected to the voicemail directly ; no email, no returned calls, even from their respective managers or anyone higher up on the organization to provide clarification.
|
| 01/14/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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Web |
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This manufactured home is located in XXXX XXXX XXXX XXXX, dba XXXX XXXX, XXXX XXXX XXXX, XXXX, MI XXXX a land-lease community. The resident was evicted in XX/XX/XXXX from XXXX XXXX, XXXX, MI XXXX. The home was financed by Conseco, which was bought by Ditech, which was then bought by XXXX XXXX. We sent letters to Conseco and Ditech on XX/XX/XXXX as our first attempt to collect the site rent due, included with that letter was a copy of the Futernik v Vanderbilt Mortgage and finance Michigan Court of Appeals ruling. We sent a second letter on XX/XX/XXXX, trying to collect the site rent owed, including the Michigan case law again. We sent a third communictaion on XX/XX/XXXX including an invoice for site rent owed. We sent two copies, one regular post and the second certified.
We completed a title search on XX/XX/XXXX through the State of Michigan which listed Conseco Financial Servicing Corp. as the first Secured Party on the title. On XX/XX/XXXX we received our regular post letter from XX/XX/XXXX back unopened.
On XX/XX/XXXX We sent our fourth letter to Ditech Financial. On XX/XX/XXXX we sent another letter to Ditech Certified mail and received confirmation of this letter being received by Ditech. On XX/XX/XXXX, there was a noticed placed on the home stating the home was under XXXX XXXX XXXX, a subsidiary of XXXX XXXX, and the home was winterized. On XX/XX/XXXX we sent XXXX XXXX XXXX a package containing previous communications and an updated invoice for the site rent. We never heard back from them.
On XX/XX/XXXX we received an email from XXXX XXXX listing the home serial number XXXX, at XXXX XXXX XXXX, MI XXXX for auction to be sold on XX/XX/XXXX. I sent an email to the email listed and received an email back indicating that they only had possession of the home since XX/XX/XXXX and only owe site rent since that time.
I have included all communications and documentation deemed pertinent. I also verified that no new title has been requested since the original title in XXXX.
|
| 02/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
While married we bought a townhouse in a low income area because it was being sold and a friend lived there. During the divorce my husband who works for the government at a XXXX got the townhouse and allowed me to keep our house because of my son living here. He is a honest man living well below his means. The townhouse was bought 16 yrs ago and 5 months. He has always had automatic payments and the mortgage has been sold/transferred several times over the years. We believe it has had more transfers due to the location. The last mortgage holder was Ditech Financial LLC and it was transfer in XX/XX/2019. The XXXX payment counted because he pays around the XXXX of the month before. It was sold/transferred to New Res-Shellpoint MTG with no notice in the mail or email. Normally this isnt a problem because the old company forwards the payments for about 3 months while making sure the owner is notified. Not only did this not happen but they returned his payment for XXXX and XXXX with no information. It went unnoticed due to living below his means and a very low mortgage payment didnt adjust the bank amount enough to be noticeable. It was letters of intent of foreclosure that was the first correspondence he was given that the mortgage holder had changed. He paid right away and wrote the company asking for them to adjust the credit reporting because before that issue he had a perfect credit score. He notified me because it is still listed as joint ownership. I have also written the company which is a Fannie Mae owned company and disputed the reporting because of bad administrative practices. Over 16 yrs with not a single late payment but a company that is poorly run can ruin a perfect credit score. We strongly believe that other owners in this community have had similar issues or even been foreclosed because of being sold to poorly managed mortgage companies buying loans in low income neighborhoods. Please investigate these companies because they give no response to our letters.
|
| 08/20/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
|
|
RE: SHELL POINT MORTGAGE/ NEW REZ My complaint is against Shell point Mortgage also known as New Rez. I currently hold a home loan with them! My mortgage loan was sold to them (New Rez) back in XX/XX/XXXX. Since my loan was sold to them, it’s been a total nightmare! They claimed my loan payments were late when they weren’t! And I just got with them. They have been calling and calling harassing me as if I’m not making my payments! When I first connected with New Rez they told me when I could start making payments, which was told to me wrong when I spoke to them in XX/XX/XXXX. They told me by XX/XX/XXXX is when I could start making my payments. Fast Forward a couple month.. I went to check my credit file, my credit file indicated that I was still with XXXX XXXX XXXX XXXX all the way until XX/XX/XXXX...although payment were going to Shell point. I also was writing to Shell Point (New Rez) trying to dispute this situation several times and also behind a late payment for XX/XX/XXXX...And need I remind you, I WAS SOLD TO THEM and this is happening. I did not hear back from them at all! After making several attempts to reach out to them, I noticed they have me late again for several months when I was not! When a Loan has been sold to another loan company, consumers are entitled to protection. Mortgage companies have a legal obligation to protect consumers during loan transfers. And I felt like I was not. I did receive a letter from XXXX that my loan had been sold but when I call XXXX, they told me to give NewRez a call. I never received the Transfer notice. So I did call NewRez and that’s when they told me I had time to make arrangements but I still end up getting a late. I was in good standing with my last loan company up until I was given to NewRez (Shell Point)…I am sending copies of the payment History dates that I made payments before the 30ty day late! Oh and why I ended with making payments before a 30ty day late is because how my payments started with NewRez.
|
| 03/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I am contacting the CFPB for help in dealing with my mortgage servicing company, Shellpoint Mortgage Servicing. Prior to XX/XX/XXXX, XXXX XXXX XXXX had been servicing my mortgage. XXXX had my loan on a forbearance from XX/XX/XXXX through XX/XX/XXXX. I extended the forbearance another three months because although I was able to make payments, I was not working nearly as much during those months and anticipated being short. I was told I could make payments even though the loan was on a forbearance so I made the following payments while continually extending the forbearance dates : XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX days XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid XXXX due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX days XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX days XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX days XXXX Paid XXXX due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid XXXX due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX had assured me the past due payments would be deferred but then the loan transferred from XXXX to Shellpoint XX/XX/XXXX . Shellpoint insisted they needed a full package which resulted in denials for insufficient income. I explained I simply wanted to defer the past due payments and keep my 2.5 % rate because of course, any modification would increase my rate substantially. I only wanted to defer the past due payments and continue to pay my regular payment. I pointed out that not only did Shellpoint deny my loan for retention options but they stopped taking my payments and quickly referred the loan to foreclosure XX/XX/XXXX.
|
| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I refinanced XXXX of last year and my loan was transfered to NewRez LLC. NewRez LLC is a part of ShellPoint Mortgage. The loan refinanced is a conventional loan. I have over 20 percent equity at time of refinance and closing. I do not pay any PMI. My taxes were escrowed at the beginning of the loan. Per proper mortgage and lending practice my taxes and Homeowners Insurance do not require escrow on a conventional loan. The lender is predatory and has refused to remove escrow account and refund my escrow balance. NewRez informed me that there is a 24 month hold on my account to remove escrow. This is not standard practice and the lender is acting in bad faith. All of my mortgage payments have been on time with zero late payments.
The NewRez lender has also made it difficult to refinance due to exorbitant fees to get out of the loan. The lender is predatory and has thousands of online complaints. I am seeking remedy in having them remove escrow account immediately and refund the balance. Please find predatory NewRez Fee Schedule attached.
XXXX XXXX XXXX The lender also plays malicious games when making payments online where they deliberately do not withdraw payments from your bank account at timely manner. I've had to call them repeatedly and email them to let them know I am on to them and for them to make sure they are debiting my payments to avoid any late fees. There are thousands of complaints online of NewRez deliberately not crediting payments to accounts. The lender also does not update credit bureau in a timely manner to show ontime payments.
Below are URL 's of other Americans like myself complaining all over the internet about NewRez and ShellPoint predatory and bad business practices. The XXXX people need protection from predatory and criminal businesses like ShellPoint and NewRez. The usarey fees alone should set off alarms in addition to all of the other complaints I noted in complaint.
https : XXXX https : //www.trustpilot.com/review/shellpointmtg.com
|
| 08/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have filed a complaint about this issue before, and it is still unresolved. ( See CFPB Complaint XXXX ). I have been attempting to deal with this issue for 7 months. XX/XX/2020 we submitted a request for PMI removal. Eventually, NewRez responded and sent a local Broker to perform a Broker Price Opinion to establish current market value for our property. The Broker did not provide an accurate valuation of our property, as he compared our 5 bedroom +Office, 5,262 square foot home on nearly 2 acres of land with homes which were 3-4 bedrooms, 4,000 square feet on lots in most cases less than an acre in size. He listed our home as having 4 bedrooms, 2.1 bathrooms, 3080 square feet. Clearly, this was inaccurate. Despite NewRez requesting him to update information when presented with this, the Broker did very little. I am currently involved in a formal complaint against him with the Tennessee XXXX XXXX XXXX. However, despite hundreds of pages of documentation supporting our claim that the BPO was inaccurate, NewRez will not refund us the BPO fee, nor have they responded to any request we have made to pay for a full appraisal of the property. I emailed them again XX/XX/XXXX requesting this be performed. I received no response. I emailed them again today demanding someone contact me about this matter, or else I will be taking legal action against them. I have hundreds of pages of documentation about this issue, which detail how the Broker undervalued our home. I disputed the issue as requested by NewRez and provided them 6 additional comparable properties. They sat on it and never did a thing. At this point, I am at the end of my rope, and am out of patience. I feel them to be negligent in their duties as servicer of my loan. I am attaching copies of all documentation relating to this issue. This is the 7th CFPB complaint I have been forced to file against this company. They do not respond to phone calls or email communication apparently, unless it is about a CFPB compplaint.
|
| 09/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
Older American |
|
I first refinanced my loan in XX/XX/XXXX with XXXX Mortgage. First I am the creditor. All funds are from XXXX account. I presented to you in a file the loan inception MERS has had my loan as inactive. From that point my loan has been sold and passed to several mortgage companies without my consent and without a contract and sometimes without notice.
in XXXX I requested New Rez by sending paperwork and a notice terminate my loan to the CFO. I got no response or rebuttal. I recently sent the papers as usual no response. I have no contact. My loan is being assigned from lender to lender without a contract. No contract no means they can not sell my loan at will. I am the original creditor. New Rez, Shellpoint, XXXX, XXXX and XXXX XXXX XXXX have no authority to sell my loan on the open market.
This is alleged conspiracy to commit mortgaged crimes has been and is being carried out for more than 10 years. Neither has a right to do sell between either as I am the creditor. Neither has any paperwork for my mortgage. The sad thing is New Rez is preparing to sell it again between their newly formed company, formed by Shellpoint. This is fraud. I have filed with the IRS to cancel the loan. If I can not get remedy I will file with the Inspector General to see that this matter is stopped.
Furthermore I continue to keep a fraudulent loan current under the threat of foreclosure. I have suffered and been injured by these mortgage companies through phone threats, I have had hardships with my family and filed bankruptcy because of this coercion put on me and my family. During which I have lost two son 's and the pressure of the loan has been injurious to my family. No response from them only pay or lose you home. My home is paid for from the time of inception. My credit report had suffered also. No contract no loan. You have my legal paperwork. I command all the money for the loan back and my monthly payment for more than 10 years back and the loan closed.
XXXX XXXX XXXX XXXX XXXX
|
| 09/21/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
I received a bankruptcy discharge of the promissory note on my home. The lien remained. At some point, the lien was sold to XXXX, now known as Shellpoint. Shellpoint began sending me collection letters even though my loan had been discharged ( numerous FDCPA violations ). I contacted Shellpoint and asked them if they wanted to negotiate a new promissory note. They said yes and thus began my new nightmare. They sent me through their loss mitigation department. That department would ask me for documents. I sent all the requested documents. Then they would tell me I was missing documents. So I would resend the documents I already sent. Then they would tell me my earlier documents had expired because I took too long to send them documents I had already sent to them. This cycle has happened multiple times. When I submit the documents, I send by email, fax, and mail. I have records all every document sent, the manner sent, and the date sent. A few times they have threatened foreclosure because I " failed '' to send in required documents. I then resend, along with proof that I have previously sent them. Recently I received the same foreclosure threat, and called them. They told me " you are missing some documents ''. So I sent in my documents. Again. Yesterday, I received a notice that my house is up for foreclosure auction TODAY, due to -- failure to send in required documents. I called them to inquire and let them know what was happening. They told me there was nothing they can do because I failed to send in documents. I have records of everything submitted but they will not listen. They continually tell me I owe them money. I do not because of the discharge but I would like to negotiate a new promissory note so I can start paying them and stay in my home. They are not timely processing my documents, continue losing my documents, and continue to demand payment for amounts I do not owe. I 'm trying to do the right thing but their systems are faulty or they are just lying.
|
| 12/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Paying off the loan
|
|
Web |
|
|
I am successor in interest as administratrix of the estate of XXXX XXXX. I provided my court documents and received a letter from NewRez 's agent, XXXX dated XX/XX/2023 that I was confirmed as successor in interest and was entitled to submit requests for information and for a payoff statement with respect to the mortgage account of XXXX XXXX.
The home had a contract for sale set to close on XX/XX/2023. The settlement firm/title company requested a payoff statement ( which they tell me is usually provided to them immediately upon request ) on XX/XX/2023. They were unable to obtain a payoff statement and notified me on XX/XX/XXXX. I tried to request a payoff statement on line on XX/XX/XXXX, and got a message something like " error try again later. '' I called on XX/XX/XXXX, and found out that the servicer was changed in XXXX and I contacted the new servicer -Shellpoint. They have refused to talk to me saying their reviewers have not authorized them to talk to me. I have resent the estate documents- even though I was already confirmed as a successor in interest. As agents of NewRez, it should not be my problem that they did not transfer the information correctly. I have called every day, multiple times and continue to be denied a payoff statement. The representatives of Shellpoint say I am not authorized on the account and they can not provide any information - including what documents are needed so that I can be authorized. It is now XX/XX/XXXX and I do not have a payoff statement. This is a violation of 12 CFR Se. 1026.35 which requires the servicer to provide a payoff statement within 7 days. New Rez 's failure to provide the payoff statement has put the sale of the home in jeopardy since the contract requires a closing on or before XX/XX/2023. I am continually told by the representatives of Shellpoint that it will take XXXX hours, then XXXX days, today ( 13 days from the first request ) I was told it will take at least 2 more days for the review of the documents.
|
| 03/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
The complaint is regarding mortgage fraud. My name was added to a mortgage filed XX/XX/XXXX. My initials and signature were forged on the document. The notary unethically stamped the document. I never met the notary that stamped and notarized the mortgage.
On XX/XX/XXXX I was served a summons by XXXX XXXX. The summons requested my response because it stated that I was listed on the mortgage. The attached documentation shows that my name was typed on a mortgage for a property that belonged to my mother in XXXX, Florida. It seems as she was modifying the mortgage on her home and she forged my name/initials on the mortgage. She was a XXXX XXXX and had made connections with people in the industry. I have never met the notary that notarized the mortgage document The notary and my mother committed mortgage fraud. The mortgage was date XX/XX/XXXX ans secures the note that my mother signed on XX/XX/XXXX for {$170000.00}.
My mother did ask me to be placed on the deed of her home in XXXX, FL back in XXXX which I agreed to because she said it was for estate planning purposes. However, after a few years I asked her to remove my name from the deed because she was planning on leaving the home to her son.
My mother died in XX/XX/XXXX and willed the home in XXXX Florida to her son. He took ownership of the property but decided to go into foreclosure. Due to the foreclosure process is how i came to find out about the mortgage fraud. Since my name was not forged on the note this information never came up on my credit reports.
The summons names me and my spouse as responsible parties and I am seeking legal counsel to help us clear our names. I never had any interest in this home nor do I seek to have any interest int his home. I just want help getting justice for this criminal act. I work for the securities industry and can not have a foreclosure attached to my name. My husband is also an innocent victim ion all of this. Any help you could provide us would be greatly appreciated.
|
| 06/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
On the XXXX of XXXX I cancelled my Bi weekly payments with the lender by calling them over the phone as they didn't allow me to do it online. I insisted several times to the agent that I wanted a confirmation that the Bi weekly payments are cancelled and she refused to send a confirmation code but asked me to verify online which I did and the system showed a message that the Bi weekly payment was cancelled, but during the call itself I was bit skeptical form the way the agent came across and that's why I made her confirm it verbally several times and recorded the call but today the lender made an attempt to take the money out and caused my Bank account in Overdraft, and also they refused to stop making another attempt to take the money out again, and also stated that it will take 5 business days to fix the issues if not at least 48 hours but I am left with no money in my bank to spend on my food, commute, and i have an international travel coming up in the next few days and now I can't prepare for my travel, and i have things to take care before I leave the country as it will take another 2 to 3 months to return. They have caused a lot of damages emotionally, health issues, and also a long term damages by not allowing me to take care of certain things before I leave the country. This is done intenationally as they have been causing a lot of emotional trauma by practicing unthethical ways to indirectly threaten me and put me under a lot of pressure constantly just because they bought my account. I believe they bought my account intentionally as I have been harassed from the day my account was moved to them, and they also keep information from me and caused a lot of frustration where CFPB got involved earlier to make things right but now they are keep causing a lot of emotional distress as if they expect me to lose the home to them or they are making an attempt to force me to pay off the loan or just framing something around me by having a overdraft on my account.
|
| 02/09/2022 |
Yes |
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
The end of XX/XX/2020 I was let go due to COVID from my employer. I immediately call Shell Point Mortgage which is now NewRez. Our mortgage was sole from XXXX and they did a loan modification and put us in a ridiculous mess. We are locked in a 40 Year Mortgage with hardly nothing going towards the principle. When XXXX XXXX obtained our loan th balance was {$140000.00}. XXXX XXXX years later our balance is {$150000.00} plus I paid two payments towards the Principle. Its just highway robbery but legal. Since, th take over we have never been late but in XXXX I called to let them know I may be a bit late because my employer was dragging their feet with my final check. I am not sure if the Rep. was New or just didnt care but she transferred us and we got disconnected but before she transferred she said someone would be in contact with me. We never heard from anyone so I paid XXXX on time and paid XXXX a few days later. To our dismay they reported us late after I called we were not interested in going intro forbearance just needed a bit more time after getting let go because of this pandemic. The mortgage company basically said they could not help us that the rep never notated the account. I was misguided in thinking that companies would not be reporting late if they were contacted because of their pandemic. Now, that rates are so low we want out of this shady deal but because we are showing late two times on our mortgage we cant do refinance with a lower percentage we want to go down to a 15 year loan to oay it off sooner. I am so distraught about losing my job and now this. I know co- workers who have gone a year without paying and their mortgage company isnt reporting them late because Of COVID. I really believe they dont want to help because they want us bound tI their unreasonable terms and conditions. Please if at all you would be able to help get that off our credit we could get into a new mortgage that would allow us to pay it off sooner and repair our credit.
|
| 03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Shellpoint Mortgage XXXX, SC XXXX XXXX Sent escrow analysis for year, incorrect because hazard insurance added twice while flood omitted XXXX Spoke with XXXX. I explained issue. She requested new escrow analysis XXXX Received video email with new escrow analysis. Still wrong. Called and spoke with XXXX XXXX at XXXX. She said to disregard video and said initial request had been ignored because nothing wrong with original statement! I explained what was wrong. She noted it and sent an expedited request so I'd receive corrected statement within 72 hours.
XXXX. Spoke to XXXX at XXXX XXXX. He said it was too soon to " jump the gun '' and to wait a week for correction.
XXXX Spoke with XXXX who transferred me to XXXX XXXX, who created a ticket for new corrected escrow analysis and to wait 7 days XXXX Spoke with XXXX XXXX at XXXX XXXX. XXXX I requested to speak to supervisor, XXXX XXXX XXXX XXXX? ). She expedited new analysis. Told her I wanted within 48 hours or I'd contact attorney general, and if I died from a stroke Shellpoint would be sued for wrongful death!
XXXX XXXX XXXX approximately, I called once again because I had not heard anything. According to XXXX, the payment had been corrected, but a corrected statement had not been sent to me, so she requested one.
Shellpoint made a serious error with MY money. MY escrow. I am a good customer who has always paid AHEAD, and they treated me terribly! My original loan with XXXX has been sold to Ditech and Greentree and now Shellpoint. Shellpoint has made numerous errors since taking over less than 2 years ago. I used to work in the Savings and Loan industry back before computers, when we had to balance everything by hand monthly. It has to balance to the penny and reported to the government, with annual outside auditing. I don't think anyone is monitoring financial institutions like they used to.
SC should be embarrassed to call Shellpoint a SC entity! They should be audited with scrutiny and fined for any errors.
|
| 12/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I applied for a mortgage loan modification thru Shellpoint and have been working with XXXX XXXX, I received notice on XX/XX/XXXX that my File was not approved because the proposed modification would go up instead of down by {$10.00} ( XXXX Dollars ). My current rate is at 10.99 %. My current maturity on my loan is XX/XX/XXXX 11 years left, They stated they could not extend out my maturity even though this is a 30 yr loan.
I wrote a letter of appeal to Shellpoint addressing the following XX/XX/XXXX SHELL POINT MORTGAGE Re : XXXX XXXX Loan # : XXXX Property Address : XXXX XXXX XXXX XXXX, PA, XXXX XXXX Attn : Loss Mitigation Dear Loss Mitigation, I am writing this letter regarding the decision for my request for Loan Modification. I understand the decision for modification was declined because my new scheduled payment was set to increase by {$10.00} which in your guidelines I would not be eligible for assistance. As you can see my financials attached, I have a surplus of income of {$560.00} and I can afford the payment and would gladly accept the terms. But I can also contribute {$5000.00} towards the delinquency to bring my amount owed lower and clear the {$10.00} deficit also as a good faith payment. Please help me I am XXXX years old and do not have the strength to start up again, please help me.
Shellpoint stated that based off my investor they would not allow a maturity extension or even take my {$5000.00} i offered to help get my mortgage payment lowered so I can cure the {$10.00} deficit. I have done some research online and have communicated with other homeowners with the same investor and have discovered that they can indeed extend the terms. CFPB please help me save my home, I'm an old man just need help saving my piece of the American pie.
Please, Please help with Covid-19 I can not risk to be out in the street as I am a prime candidate for Covid.
As well when I asked for the Net Present Value results the pages are blank and did not provide them.
|
| 09/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
Servicemember |
|
Ive been trying to get my answers from the original lender XXXX XXXX Ive been lie to mislead for many years and Ive have contacted every gov agency including your agency. And have not been successful. My ex employer and family members are involved and the have been filling wrong unauthorized documents and there are house representative title broker agent involved Ive finally know and have that information and proof of this. XXXX XXXX XXXX the title broker insurance agent was never authorized to work or provide my house with insurance or anything. The XXXX transfer my loan to shellpoint and I believe that there wrongful kicjbacks and they discriminated against me and my household they forced this forclosure and have been retaliating again against me the whole time and Ive have not been able to get reimbursed the fha fees presentations fee inspection fees the insurance fees for fha pmi mi and Hazard insurance thats Ive been paying for years and Ive requested the large amounts in impound and escrow account reimbursed. All the wrongful forclosure fees recorded fees title fees and XXXX XXXX XXXX fees and XXXX XXXX fees and XXXX XXXX XXXX XXXX XXXX fees I want the money and answers of and thes fees and insurance fees reimbursed! Ive believe that my family or ex employer XXXX XXXX attorney has been filing lien and other documents and has stolen my home and now I lost my home to greedy investor and Ive contacted XXXX XXXX to have them give me the informations and answers that I have about the new information that was sent to me from shellpoint newrez Penn financial XXXX XXXX. Theses documents are altered and are falsely reported and lies and I dont know were the actual Came from and no one knows. There large amounts of money inpound accounts and I want reimbursement snd my lien release and my all the money I paid after I was permanently XXXX reimbursement cause XXXX breached the contract and Ive always paid and they failed to pay my insurance and protect my interest.
|
| 09/13/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
|
I currently have a second mortgage serviced by Shellpoint Mortgage Servicing. I began calling them on XXXX XXXX/XXXX/2016 regarding the XXXX/XXXX/2016 maturing or the loan. Since then I have talked to XXXX different individual on XXXX different occasions. They stated the only options were to pay the {$59000.00} balance or refinance. I informed them, I do not have the funds to pay off and wanted to refinance. They stated someone will call me back within 24 to 48 hrs. This call back was not returned and I had to call them multiple times with the same promise. After promising a call back 3 times, someone finally called me and state that they do not do refinances any longer. They dodged me for over a month and now tell me my only option it to pay in full. My first and second mortgage are greater than the value of my property which does not allow me to refinance with someone else. The only way to payoff is to take funds out of my XXXX which will be devastating with me being XXXX. Why do they state on the invoice they send me that if you can not pay at maturity to call them for options if there is only two options - payoff or default. This organization is at the least understaffed and undertrained to support their customers since they can not return calls or answer your questions when you call. At the most is deceptive in delaying answering thus placing the customer in a position that they can charge late fees and legal fees when a customer can not pay off the loan. Additionally, when you ask to speak to a supervisor, no one is available. It is impossible to speak to anyone above the first level customer service agent. It is amazing that the mortgage holder is unwilling to modify the maturity date to eliminate the potential of a default but it appears the servicer is more concerned it cost containment and doing the minimum service required than to reduce losses for the mortgage holder and service the customer. I have my home for sale but the market is not very good.
|
| 02/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
My credit report has been negatively affected by inaccurate reporting by Shellpoint. My loan was transferred from XXXX XXXX XXXX to Shellpoint Mortgage in XX/XX/XXXX. I was in a forbearance plan with XXXX XXXX XXXX and that forbearance plan transferred to Shellpoint. Under the forbearance plan I was not supposed to be reported as delinquent to any credit agencies. I was in constant communication with my new reps at Shellpoint, XXXX then XXXX and their Manager XXXX XXXX. My loan payments were then deferred. I made my first mortgage payment as required on XX/XX/XXXX. While in forbearance and while my loan was deferred I should not have been reported to the credit agencies as delinquent. I emailed my rep XXXX on XXXX and the manager XXXX on XXXX about the credit reporting problem. XXXX emailed back and said to email loss servicing at Shellpoint, which I did with no response. XXXX did not respond. I then called customer service on XXXX and was told to send a copy of my credit report by fax, which I did. I also saw that my customer portal for Shellpoint says : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Our systems indicate the you are currently on a forbearance plan or have been on a forbearance plan in the past. While on the forbearance plan, you are not required to make your monthly mortgage payments, you will not be assessed any late charges, and negative credit reporting has been suspended on your loan. This means you will not be marked " late '' for any suspended payments.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This statement on my portal totally contradicts what they have reported. I have been report as 120 days late to the credit agencies ( see attached ) This is my second formal complaint about this company after having an account with them for only 4 months. They are either incompetent or fradulent.
I have asked them to fix my status with all of the credit reporting agencies.
|
| 04/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have paperless billing and make automatic payments via online banking every month. I logged on to the New Rez website to look at my payment history. They assessed a late fee back in XX/XX/XXXX, because they received the payment 1 day late. I have never been late before.
Because I do not receive paper statements, I did not know they charged the late fee or that they received my payment 1 day late.
My online payment history ( see attached ) shows they have been marking " unapplied payments '' in the accounting of my loan without my knowledge.
Each and every time I try to call New Rez, the line is busy. I contacted them by email form via their website over a month ago and never received a response. I asked if they could waive the late fee. I also asked why they were using the " unapplied payments '' accounting in payment history as well. No response.
Furthermore, the last time they reported my balance to XXXX and XXXX, was XX/XX/XXXX. They reported a loan balance of {$120.00}, XXXX. At that time, my balance was {$120.00}, XXXX. The balance ( as of XX/XX/XXXX ) is now {$120000.00}. This inaccurate and late reporting is falsely hurting my credit score.
Finally, I received a letter from New Rez ( no mention of my concerns above ) stating they have " previously paid or have scheduled to pay an insurance renewal premium and have received another billing notice from another company. '' Thye claim this will result in 2 policies being aid and it is my responsibility to remedy the situation.
My previous homeowner policy was canceled by the insurance company ( because they don't know that I have a brand new furnace and air conditioner ). Regardless, there is no record of payment TO the company ( I called them and logged on to my account ) and there is no record of renewal payment made by New Rez showing online.
If the phone line is always bust at New Rez and they do not answer my communication emails, how am I supposed to remedy ANY of these situations?
|
| 12/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
As you will see in the details that I provide below, our loan with Shellpoint Mortgage Servicing was paid in full on XX/XX/2018.
On XX/XX/2018, I requested a payoff amount.
On XX/XX/2018, a payoff amount of {$2800.00} was received and was valid through XX/XX/2018.
On XX/XX/2018, a payment of {$760.00} was made on the Shellpoint website ( Confirmation # XXXX ).
On XX/XX/2018, a payment of {$760.00} was made on the Shellpoint website ( Confirmation # XXXX ).
On XX/XX/2018, a new payoff amount was requested because the previous payoff was no longer valid.
On XX/XX/2018, a new payoff amount of {$1300.00} was received which reflected the payments made on XX/XX/XXXX and XX/XX/XXXX with an additional interest amount of {$14.00}.
On XX/XX/2018, a phone payment of {$1300.00} was taken by XXXX XXXX ( Confirmation # XXXX ).
On XX/XX/2018, an additional phone payment of {$14.00} was taken by XXXX XXXX ( Confirmation # XXXX ). On this date, our loan balance should have been {$0.00}.
On XX/XX/2018, I spoke with XXXX XXXX of Shellpoint Mortgage Servicing who confirmed our loan account was fully current with no further payment due on our loan.
Shellpoint Mortgage Servicing has continued to pay our homeowners insurance and property taxes every year since the loan was paid in full in 2018.
Shellpoint Mortgage Servicing has also reported us as seriously delinquent to the credit bureaus since XXXX of 2018.
I have made numerous attempts to resolve this issue with Shellpoint. Each Shellpoint Representative that I have spoken with agrees the loan should have been paid in full in XXXX of 2018, but does not have the ability to correct the account. I have been advised to send an email to the escalations department, send an email to the loan servicing department, and most recently, to use the contact us area of the Shellpoint Portal. I have sent email after email and submitted several requests within the Portal, but our account and credit remains uncorrected.
|
| 06/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Shellpoint took over loan servicing in XX/XX/XXXX. Starting XX/XX/XXXX, we set up an automatic bill pay through XXXX XXXX, directing them to pay Shellpoint {$4800.00} on the XXXX day of every month, representing the monthly {$11000.00} PITI and an additional {$3000.00} principle reduction. The attached monthly statements show that those payments were correctly made on the XXXX day of every month, starting XX/XX/XXXX and continuing through XX/XX/XXXX.
Shellpoint claims they never received the XX/XX/XXXX and XX/XX/XXXX payments. When they got the XX/XX/XXXX payment, they applied it to the XX/XX/XXXX and XX/XX/XXXX PITI payments and showed the XXXX PITI payment as being short. As of early XXXX, two {$4800.00} payments, a total of {$9600.00}, were floating around somewhere in Shellpoint 's system and not properly credited to our account.
On XX/XX/XXXX, they finally found the most of the missing payments and applied them to our account. However, they are still missing a {$3000.00} principle reduction payment that was supposed to be credited on XX/XX/XXXX. And, the icing on the cake? They have reported as as being 60 days late to the credit bureaus. I found out about this today when I applied with XXXX to refinance another property we own. My credit score has dropped from over 800 to under 680 and our refinancing application has been denied. We can lock in a 2.75 % for 15 years with rates at historical lows. Who knows what the rates will be when Shellpont finally straightens this out?
I have been in communication with at least three different loan servicing agents at Shellpoint and have multiple e-mail exchanges to prove it. NO ONE has been able to figure out where our payments went. We even started getting collection calls and pre-foreclosure notices. This has been an EXTREMELY frustrating experience and now I have to deal with a sub-par credit score through absolutely no fault of our own.
I expect to be made whole as a result of their negligence..
|
| 11/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law.
I submitted a letter to the XXXX and XXXX XXXX XXXX XX/XX/XXXX to update this suspicious information. I think you have not validated this account in accordance with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ), and I will pursue legal action against them. This was already included in my prior complaint, and I'm including it again, as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX and XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX are disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor.
XXXX XXXXXXXX Date Opened XXXX XX/XX/XXXX Balance : {$23000.00}
|
| 03/28/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Taking out the loan or lease
|
|
Web |
|
|
I am the borrower of New Penn Financial D/B/A Shellpoint Mortgage Servicing.
I entered into a contract of sale, on XX/XX/XXXX, with the purchasers selling my co-op unit located in XXXX. After the Co-op Board approved the sale, my attorney started to contact Shellpoint, on XX/XX/XXXX, requesting for the pay-off arrangement. Shellpoint shall locate the collateral documents ( original Co-op Stock Certificate and Proprietary Lease ), and notify us, so that we could schedule a closing, at which Shellpoints will get the whole loan payment and I could transfer the title of the Co-op unit to the Purchaser.
Normally it takes about two or three weeks for the bank to complete this step. However, despite repeated inquires made by my attorney, we did not see any efforts by or good faith in Shellpoint in processing the payoff. They simply responded they have not located the collateral documents yet again and again. They also refused to provide an Affidavit of Lost Documents after all the parties of the sale had been waiting months after months while such a simple affidavit can get the deal closed!
On XX/XX/XXXX, my attorney, after numerous efforts, finally found out who represents Shellpoints and started to contact Shellpoints ' attorney for the pay-off arrangement. However, up to date, Shellpoint still could not provide either the collateral documents or the Affidavit of Lost Documents.
With legal representation, Shellpoints should be fully aware of the consequence of such a serious delay. The delay of Shellpoint has not only cost me extra interest and penalty charged by Shellpoint, but also 6 months ' maintenance charge of $ XXXX/month, as well as extra legal fee and penalty charged by the Cooperative Corporation and my attorney. Besides of this, the Buyer may walk away from this deal any day.
It will be beyond the imagination of any reasonable mind that CFPB allow a borrower be abused by a licensed commercial lender in this manner.
It 's a nightmare!
|
| 11/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
https : //www.shellpointmortgageservicing.com/ XXXX Monday through Friday XXXX XXXX EST and Saturday XXXX XXXX EST.
Customer Service Shellpoint Mortgage Servicing On XX/XX/XXXX I requested to remove a PMI from my mortgage payment due to improvement made to the property, I received a letter and an e-mail suggesting that I need to have a BPO done and pay {$150.00}. I sent the check for a BPO immediately and it was cashed in a few days. However, the mortgage company did not schedule the BPO for a long time until the end of XXXX. Finally, on XX/XX/XXXX a broker came to the property and did his evaluation. He submitted his opinion on XX/XX/XXXX. Shellpoint mortgage informed me that the value of the property was high enough to remove the PMI. They advised me that the LTV was 73 % and I would get a letter with the new mortgage payment ( minus the BPO ) .On XX/XX/XXXX I was contacted by another broker asking me if I still needed the BPO. I told him I needed to consult the mortgage company. I called Shellpoint mortgage and they confirmed to me that I did not need the 2nd broker, therefore I told the 2nd broker not to come. I continued calling Shellpoint morgage every week asking for the update, and only today, a month later, XX/XX/XXXX they told me that one BPO was not sufficient, and I am disqualified since I refused to allow the 2nd broker on the property ( ignoring that that was on their own advise ). I asked to talk to the supervisor, who, of course, was not available. I think they are trying to postpone the decision as long as possible so we continue paying unnecessary PMI. They communication is non-existent. They promised me many times to send an e-mail or a letter with their findings, but never did. I kept calling them twice a week with no results. I need to know how to switch my mortgage servicing to a different company. I feel that this company is either completely incompetent or just dishonest, in either case I don't want to deal with them anymore.
|
| 08/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
On XX/XX/2020 my loan service transferred from XXXX to Shellpoint. I was in the process of review for a loan modification with XXXX. On XX/XX/2020 I spoke to XXXX XXXX and was told I was put on a forbearance due to COVID and was told I would be covered on the forbearance until XX/XX/2020. On XX/XX/2020 I called to follow up and was told that my single point of contact would return my call. On XXXX XXXX I followed up again and we had a new single point of contact, I sent an email to our new single point of contact confirming that we were protected under the forbearance. On XXXX XXXX I sent another email to my single point of contact. I received an email reply stating that a forbearance would be started. On XXXX XXXX I spoke to XXXX XXXX. XXXX and again asked for the forbearance and was told I would be covered until XX/XX/2020. On XX/XX/2020 I spoke to XXXX XXXX and was told I was not on a forbearance plan. On XX/XX/2020 I called back and spoke to XXXX XXXX who put in for the forbearance and advised that it would be in effect until the end of XXXX XXXX, 2020 I spoke to XXXX XXXX and was told I was not in forbearance and an email was sent to my new single point of contact. On XX/XX/2020 I spoke to XXXX who told me I had 2 spoc and I left a message for XXXX of them. On XX/XX/XXXX, XXXX XXXX advised that the request for forbearance was submitted. On XX/XX/XXXX I spoke to XXXX XXXX. XXXX and I was told I was not on the forbearance and a supervisor would return my call. I asked for the investor guidelines for help during COVID. I was told that someone would call me. No one has called. I am trying to get assistance for my COVID related hardship which is a separate hardship that caused my missed payments in the first place. I can not get any information about what is available to me or why I keep getting kicked out of forbearance. I have attempted to call and I am transferred and hung up on. I feel as though they are hiding information about my loan from me.
|
| 08/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
In XXXX we did a loan modification. As part of the modification there was a {$70000.00} deferred amount included in the loan. In XXXX we did another loan modifications. Both loans at that time were with XXXX XXXX XXXXXXXX. On the 2nd modification, the XXXX, XXXX deferred amount was reduced to {$56000.00} and the interest bearing part of the loan was increased and 8 years was added to the length of the mortgage. That modification was finalized in XXXX of XXXX. In XXXX of XXXX, XXXX XXXX XXXXXXXX sold our mortgage to Shellpoint Mortgage servicing. The terms of the mortgage were to stay the same. {$56000.00} deferred with an interest bearing amount of $ {$200000.00} with a total balance of {$260000.00}. Shellpoint has misapplied that mortgage and instead of showing the new balance in the deferred part as {$56000.00} they have decided to add in the {$70000.00} deferred amount from the first modification to the loan. The looked at the Clarity Commitment and completely misinterpreted it, Instead of understanding that the clarity statement was explaining what factors and figures used to arrive at the new figures. They decided that it meant they need to add those figures to the new modification. So, we are now showing our new total balance as over {$330000.00} which is more than we have ever owned on the home. We have had several long conversations with both Shellpoint and XXXX XXXX XXXX and XXXX XXXX XXXX has confirmed that Shellpoint is incorrect. But Shellpoint has taken the stance that we have to " prove it '' even though they have the Fannie Mae paperwork right in front of them. We have asked Bank XXXX XXXX to put something in writing for us but it has been weeks and we seem to be getting the run around at every turn. Our frustration is rising as every time we call either bank we are on hold for hours on end and have to start from the beginning every phone call. We are unable to get a resolution as the why {$70000.00} of our money is being held XXXX!
|
| 10/04/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
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My mortgage loan with Shellpoint NewRez was in forbearance from XX/XX/XXXX through XX/XX/XXXX. At that point when it ended, I was assigned a SINGLE point of contact by the name of XXXX XXXX. He initiated me to contribute forms I needed for loss mitigation to assist with mortgage payments. I have sent forms to them multiple times, 2 to be exact via fax and they somehow never received them. I have had to send forms via fax and mail, for them to only say they don't have it. Fast forward to XX/XX/XXXX, XXXX received the documents and starts his review. XXXX was aware I had an alternate address but did not tell me that I needed a letter or explanation. He also had me send the wrong documents for the wrong program. They stated via phone that XXXX had placed me in the wrong program. For months we are attempting to apply to a program that I was never to be placed into. XX/XX/XXXX, I sent another letter detailing explanation of address, and emailed XXXX to please tell me if anything else is needed as he stated before nothing else was needed. After complaining and changing out point of contacts to XXXX XXXX, they approved a loan modification XX/XX/XXXX. I say this all to say they have reported late payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was dealing with someone, an employee of theirs ( XXXX XXXX, who not very helpful or clear on which program he had placed me in. It took the higher ups to step and state how XXXX did not have his best foot forward in my situation causing confusion and my payments to be marked as late. I later one sold the home in XXXX, however, these late payments are affecting me tremendously. I have tried to speak with the supervisors in Loss Mitigation and to no avail, they will not talk to me. I no longer know where else to go. I want to sue them as of now if I can not get them to correct the late payments as an offer of good will, due tot he mistakes of their employee that was not properly trained.
|
| 08/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021 my annual mortgage escrow review was completed and mailed. I received the escrow review in the mail on Monday, XX/XX/XXXX.
Upon review, the escrow review showed that I owed in excess of {$23000.00} for flood insurance. This review included flood insurance on my condo which is covered by my buildings HOA. It is not an escrowing account. Upon seeing this error I contacted my mortgage servicer, NewRez.
On XX/XX/XXXX, on the phone with NewRez, I was brought into a conference call with two agents, one from the insurance department and one from the billing department. Both stated that it was a clear error on the escrow review and that the review would be corrected. They instructed me to call back to check on the status later in the week and that the review would be corrected, at the latest, by Monday, XX/XX/XXXX.
As instructed, I contacted NewRez on Thursday, XX/XX/XXXX. An agent told me that she saw that it was on a workers docket and was on track to be completed by Monday, XX/XX/XXXX.
On Monday, XX/XX/XXXX I called NewRez after my online account was not updated. I spoke with one agent who hung up on me. I then called back and spoke with another agent who informed me that all of the previous agents were misinformed and it would take up to a month to get a escrow review corrected. I stated that a payment was due on XX/XX/XXXX and she stated that hopefully it would be done by then. She then stated that there was nothing that she could do and when I asked to speak with a supervisor she said none were available. She then told me to file a dispute and formal complaint with NewRez and walked me through the steps in doing so. She said if I did this, a supervisor would be in touch the next day.
On Tuesday, XX/XX/XXXX I have yet to hear from NewRez and no changes have been made to my account. It is both disheartening and disenfranchising that a simple correction has taken so long and I can not get in touch with any supervisor from NewRez.
|
| 12/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I was hoping you could help me again move things along with Shellpoint Mortgage Servicing on getting a release for the property at XXXX XXXX XXXX XXXX, WI from XXXX XXXX XXXX. XXXX, WI The problem started when XXXX XXXX broke up the three properties into three separate loans but thy kept using the same legal description on all three loans. I spent over TWO years working with XXXX XXXX who bought the loans from XXXX XXXX trying to straighten this out. I hired a lawyer who they just ignore. So, I went on a letter writing campaign to every government agency I could think of, my Senators, XXXX XXXX XXXX, ect ....
That finally got a response out of them. Within a couple of weeks, I had my release so I could sell one of the properties. They were in the process of correcting the legal descriptions on the other two loans but unfortunately they sold the loans before there legal department finished correcting the legal description on the two remaining loans.
Now Shellpoint Mortgage Servicing has the loan and I've been trying to get a release so I can refinance one of the properties. I am Kind of on a timetable because the refinance was to pay off a substantial debt that I owe to the USDA for a defaulted Farm loan. We negotiated a very reasonable settlement which we are going to take the proceeds from the refinance and forgive the rest of the debt. My concern is because of the delay in getting the release from Shellpoint for the property they may pull their offer off the table and I'll still be liable for the hole amount.
Attached is all the supporting documents. Surveys with the correct legal description, Letter from XXXX acknowledging the problem, XXXX release for lot # XXXX.
At this time I'd be grateful for just the release for lot XXXX from lot XXXX & XXXX. This way I can continue with the refinance and paying off the USDA. At a more convenient time we can work on correcting the legal description on the loan documents.
XXXX XXXX XXXX XXXX XXXX
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| 12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
|
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XX/XX/XXXX, XXXX purchased my mortgage from Ditech.
XXXX XXXX, Loss Mitigation Specialist, Shellpoint Mortgage Servicing ( XXXX ) XXXX ( Direct ) In XX/XX/XXXX - I had filed for Bankruptcy, it was approved. I did not include the home in my filing.
My Mortgage payment has always been {$1100.00} a month. I have never missed one payment! My payments were and continue to be paid through my bank - XXXX.
I never escrow my taxes and have always paid my property taxes through my bank XXXX as it goes directly to the XXXX County Treasurer.
Over the past two months, I have received two calls from Shellpoint, called back out of courtesy and get the run around. We can't talk to you! The Bankruptcy Attorney sent the letter in XXXX ( attached ), still Mr. XXXX refuses to speak to me!
I had requested a Loan Modification, received the packet from the Attorneys Office ( it was not sent to my home ) .. it came late, I notified Shellpoint about it and told them I needed to review it.. Then signed and sent it back. Not hearing from them - I made the first Loan Modification for {$1100.00} on XX/XX/XXXX and have continued to date - UNTIL XXXX emailed me today and said XXXX has refused my payment!
As stated and can back this up - I have never missed a mortgage payment and can't believe the way this mortgage company works! I work for the XXXX XXXX XXXX XXXX and take calls from consumers about these types of practices! Never thought I would have to deal with it! I am looking to refinance after my bankruptcy clears!
Shellpoint has made life stressful - just for the fact they play with your mind and leave you guessing!
This is not the way to do business!
I am attaching the emails of XX/XX/XXXX through today, and a the same actions another consumer had just gone through with Shellpoint!
I would appreciate scheduling a call with someone from your office & Mr. XXXX.
I would like to hear him explain his actions to the Government!
Thank you XXXX XXXX XXXX
|
| 04/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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My loan went into the CARES Act Deferment. When we were coming out of deferment, i had selected to go thru an approved modification offered by XXXX XXXX.
Shellpoint then required me to enter into a trial program for 3 months before they would approve this modification. When you logged into their site, this was the only item they asked for payment for, there was no way to pay any other loan, or see anything else was past due.
I made those payments on time, and it took several more months because of problems with their paperwork ( they would send me one copy of the loan modification, so I would sign it and send it back, and they would say they needed 2 copies. Then they said we didn't fill the form out correctly ) During this time they reported the original loan as past due. Their excuse is that I was making payments on this new loan, while not making my payments on my old loan. I was making every payment I was made aware of.
I had no idea I would have to pay 2 mortgages at the same time to not fall past due on the original mortgage. I have requested they make this accommodation twice, and they have denied it because even though I did make payments, they say I didn't fufill my contract on the original loan.
While I have gone thru this process, I have made every payment we agreed to on time, yet they have reported me past due as 30, 90, 120, and 150 days on all my credit reports. To me this feels like an accounting error on their part, as there was no way for me to apply those payments to that loan, their payment portal only allowed it to be applied to this new modification. I had no idea the other loan was falling past due while doing this. You can look at my payment schedule and see how I made all the payments on time, but they were applied to this new trial mortgage instead of my original mortgage, which caused the original to fall behind.
You can see on my payment schedule that these payments are on my account as 'unapplied payments '
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| 06/24/2021 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of 2021 I purchased a home. On XX/XX/2021 the loan was acquired by NewRez. On XX/XX/2021 I received a letter from NewRez LLC that said their records show my hazard insurance had expired and they plan to buy insurance for my property. The letter said to call them if I have questions. The phone number in the letter XXXX XXXX ) did not work. So I XXXX XXXX NewRez and called the number I found. That was for a different company, not sure the organizational structure of NewRez, but they were able to provide the number I needed.
I finally reached someone at NewRez and imagine my surprise, they had received the documentation of my insurance that very day! This was on XX/XX/XXXX.
My complaints : 1. The phone number provided in the " debt collection letter '' is not in service. Consumer unable to call based on that.
2. Timing is really suspicious. They acquire a loan and don't get the insurance information at that time? Suspect. Then they wait a few months after acquiring to realize that there's no insurance and send a letter? What kind of business are they running? Then the documentation magically appears the very same day I phone them? Also suspicious.
This whole thing seems pretty shady to me. Feels like they're preying on consumers who aren't going to be as diligent as I am on tracking them down and holding them accountable.
In fairness, when I finally did reach someone they were super friendly and helpful. They provided me the date the loan was acquired, and answered all my questions, and patiently listened to my rant! Even offered to file the complaint on my behalf ( I mentioned the CFPB on the phone ) which I asked her to do. So that's great. I'm not really clear on whether the complaint she referred to was something internal at NewRez or if she meant she'd file something to the CFPB. So if CFPB received duplicate complaints, one from me and one from them, sorry! They win some points if that's the case for actually filing the thing.
|
| 03/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is our second formal complaint with the CFPB regarding Shellpoint Mortgage Servicing. We purchased our home on XX/XX/XXXX. The builder bought the house next door to our home, and built our home on the existing plot of our neighbor 's home. The city did not separate the plots until a year later, and we were instructed to " work it out with our neighbors '' We paid the city directly for our taxes and split the cost with our neighbor until the parcels were split. We worked with Shellpoint directly during this process but they continued to pay the taxes on our neighbor 's plot. We continued to pay the city directly for our property taxes in XX/XX/XXXX and for the first quarter of XXXX. XXXX XXXX XXXX XXXX, XXXX notified us in XX/XX/XXXX that we owe Shellpoint {$680.00} for payment that Shellpoint made to the City of XXXX and we have been paying XXXX XXXX directly in 4 monthly installments. All bills and correspondence with Shellpoint and XXXX XXXX is attached. We have asked Shellpoint to do an escrow analysis because they have continued to build our escrow account and we are paying both taxes and hazard insurance directly and Shellpoint has not used our escrow. They are also requesting to increase our escrow bill from {$460.00} to {$510.00} because they don't have enough escrow to pay our taxes and hazard insurance ( which they have never paid since we bought the home in XX/XX/XXXX. Attached are our documents. We have tried repeatedly to talk with a tax/escrow representative and the customer service agent will not transfer me. They told us it takes 30 days for someone to respond. We have received several canned letters that explain that they are working on our issue as soon as possible. We would like an explanation of why we owe Shellpoint {$680.00} paid to a third party tax service, why they are increasing our escrow when we should technically be receiving a refund for a surplus, and why they just can't get this right after 2 years.
Thank you
|
| 01/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is NOT the first time dealing with NewRez. I have had nothing but customer service issues and constant battling with them. At one point, I had to activate the XXXX XXXX service just so I could get in touch with leadership to help me. I thought I was done ( other than paying my mortgage ) but NO. I have MORE ISSUES.
In XXXX, we hired an engineer to survey our property. A LOMA was submitted to FEMA, which was approved in XXXX and our home was officially moved from Zone A ( highest risk of flood ) to Zone Z ( no risk at all ). I am STILL WAITING for them to complete an escrow analysis in order to reduce my monthly payment. How in the XXXX is this taking 60+ days???? I provided a letter - FROM THE FEDERAL GOVERNMENT.
And now - ANOTHER issue. My insurance company called me today to say that have not received payment from NewRez for our homeowners insurance. They have sent multiple letters and NewRez hasn't paid. Now our policy will be cancelled on XX/XX/XXXX for non-payment!!!! NewRez has PLENTY of money from our escrow account. What's the problem???? You're taking my money and NOT PAYING THE BILL. GET THIS DONE BEFORE XX/XX/XXXX or I will be hiring a lawyer. This company is the BIGGEST JOKE. I can't understand how they have not been sued multiple times and have not gone out of business. Doesn't the mortgage company REQUIRE homeowners insurance??? What happens when it's canceled because THEY don't pay the bill, but take OUR money which is supposed to be used for it. Isn't that a breach of contract???
Oh - and don't bother asking me to email XXXX. THEY DON'T HELP.
PLEASE - just PAY MY BILL. You have $ XXXX in our escrow account ( because of the flood insurance WE DON'T NEED and you continue to charge us monthly for ). The bill is XXXX {$350.00}. If we don't have insurance because it's canceled due to lack of payment from NewRez and anything happens to our home, we will do everything in our power to hold NewRez accountable. Total crooks.
|
| 11/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
|
We have a mortgage on a rental property that is almost paid off. We owe about $ XXXX. on it at this time. we have excellent credit and always pay our bills on time.
This particular mortgage we have had with XXXX for the past several years. We have been very happy with their services and efficiency.
Recently, we received a letter in the mail indicating they have sold this particular mortgage to NewRez, LLC. While I understand reassigning a debt is common practice and has happened to us many times in the past, I am very unhappy with this choice. We read reviews on line indicating they fail to make escrow payments, they fail to pay refunds when they are due, and generally have " loose '' business practices.
I realize it is possible to deal with this type of company if one is particularly careful, but I am seriously alarmed by the notation at the bottom of the letter that was sent to us notifying us of the change in service. It says " Goodbye RESPA XXXX, XX/XX/2019 ''. This indicates to me that the company has no interest in protecting my rights and feels no responsibility to provide consumer protection or behave with integrity.
I attempted to contact them to discuss the matter, but could only obtain a recorded message. I contacted XXXX to see if they could assist me. They said my " investor '' was XXXX, and I would have to contact them directly to discuss the choice of companies they had made. I called the number the very nice XXXX employee gave me, but it was not in service.
I have no one to discuss this with, and no choice in the matter it would appear. In the past, this would not have been a concern, but I find this situation alarming. I have worked in XXXX XXXX for many years and realize the serious value of RESPA, and do not want to work with a lender who makes it blatantly clear at the outset they have no intention of protecting my rights.
Please let me know if there is anyone who can assist me in this matter.
Best Regards, XXXX XXXX
|
| 03/19/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
Older American |
|
Shellpoint Mortgage did not pay hazard insurance out of my escrow. Every year we have the same problem and I have always had an escrow account. Last year I had to change insurance because they did not pay with agent and insurance company and myself sending them the info needed, which they already had with the escrow account. Same thing this year and they send letter stating going to put forced coverage on property. Been trying to get resolved for over 1 month with agency and insurance sending dec pages and all info needed - should have been finalized sooner. From last Monday, XXXX XXXX thru Friday I have spoken with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX - the last XXXX being Mgr and Director, who told me they themselves would not have handled so well that there was no excuse and they would have handled more harsh than I have. They have all the phone calls I made and also my agent. The agent and the Insurance company have Sent XXXX dec pages and info needed this last week and all they had to do was get insurance Out before Friday, which they did not do. Info was sent, I called and explained insurance was cancelling if not received by Friday but they still did not get out until Friday afternoon, which was too late. Shellpoint has said today XXXX/XXXX/15 they have called and told insurance company was on the way there and got the tracking number. ..of course all after the fact so I still have to confirm that I have insurance. None of them could tell me why with all info being sent numerous times and all my phone calls it did not happen. All they can say is that it should not have happened and that it is unacceptable. Yet this happens every year and they have my escrow money, which is almost {$2000.00} Shelipoint has caused me to have to pay higher premiums. I have never dealt with such an incompetent customer service department and my agent has stated same. Insurance company could not Get response from them either.
|
| 05/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
My regular scheduled mortgage payment is {$1400.00}. The mortgage servicer 's policy is that you can make extra payments by increasing the amount of money deducted from my checking account each month. I pay {$3500.00} every month with the intent of paying my interest, escrow, and the balance going toward principal. In XXXX, my payment was broken down as : interest - {$140.00}, escrow- {$830.00}, principal {$2500.00}. That's proper and how it should work.
In the month of XXXX, someone at Newrez deleted the extra principal payment and instead applied it as a double monthly payment. The payment breakdown for XXXX ended up as interest - {$270.00}, escrow- {$1600.00}, principal {$1500.00}.
For some reason after this unexplained " transaction '', someone went into my account on XX/XX/XXXX and deleted {$1700.00} from my principal balance which increased my principal from {$59000.00} up to {$61000.00}.
Last year for the entire year, the escrow on my mortgage account paid out a total of {$7300.00} - that's taxes, home owner insurance... everything. After 4 months so far this year, Newrez has applied {$4100.00} towards escrow instead of properly applying it towards the principal. At this rate, they're going to put {$12000.00} into my escrow account to pay {$7300.00} in taxes and insurance instead of applying it towards the principal.
I've sent two " secure messages '' on their website and on XX/XX/XXXX I called and talked to a customer service rep for over 9 minutes who assured me that she was going to fix these problems. I haven't received any response to the secure messages.
All of the payments from XXXX have posted and cleared the account, but the issues from XXXX are still hanging over the account and have been unresolved. I'm simply trying to pay off my mortgage early since I retire in less than 6 years, and don't feel like my issues with the mortgage servicer should be ignored. Any suggestions on how or what I can do to get this resolved?
|
| 11/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
XX/XX/2021 Attn : Very Urgent Please!
Lender : XXXX, XXXX, Loan Number : XXXX, XXXX Lender/Servicer Address : XXXX XXXX XXXX, XXXX, MI XXXX XXXX : XXXX XXXX XXXX, Cell : XXXX XXXX XXXX Home Address : XXXX Mosticone Way, XXXX XXXX, NV XXXX Dear Sir/Madam : On XX/XX/2021, we submitted a request online to Remove our PMI ( Private Mortgage Insurance, $ 331 Monthly ) since the value of our property had gone up way more to satisfy our lender 's requirement of removing PMI when it reaches an LTV ( Loan to Value ) of 80 %. Today current estimates on our home is at {$580000.00} with XXXX and {$590000.00} with XXXX. Also, recent sales and houses comparable around the neighborhood less or a little more square footage and lot sizes compared to ours have been sold from {$550000.00} to {$620000.00} during the last 90 days. Current Balance owed : {$410000.00}.
On XX/XX/2021, XXXX, XXXX responded to our request with instructions. However, it took take them more than a month, XX/XX/XXXX to be exact before we received the request form that they said we need to sign with an appraisal check to formalize the request. To make the story short, the signed request form along the {$150.00} BPO check as instructed were returned to them the same day via Priority Mail.
However, yesterday, XX/XX/XXXX, we received another mail from them stating that our loan is now being transferred to a new servicer ; XXXX XXXX XXXX XXXX with telephone XXXX.
We are not sure whether this is intentional or a coincidence but this looks very suspicious and perhaps a tactic to delay the cancellation of our PMI. Hence, we would truly appreciate any urgent help you can provide to make this work for us. Since our current Loan Servicer, XXXX, XXXX also stated on their notice transfer letter that the last day they'll accept any check from us will be on XX/XX/2021. Just a few days from now.
Sincerely, XXXX XXXX XXXX, Tel : XXXX, Email : XXXX XXXX XXXX XXXX XXXX : XXXX, Email : XXXX XXXX
|
| 08/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Since the dissolution, by divorce, in XX/XX/2019, of the marriage with XXXX XXXX, and the resulting property settlement, which placed the property in my sole ownership, I have tried to remove my ex husbands name from the mortgage loan. For New Rez in care of XXXX Mortgage Service, which this complaint is against, unlike for XXXX XXXX and XXXX XXXX which have received the divorce settlement documents and responded by removing my ex-husbands name from the mortgages they hold, New Rez has demanded a 1 % fee to remove XXXX XXXX name. The latter two mortgage companies just responded to the judges ruling and removed his name. I do not know where my ex-husband is. I do not have contact information on him. Therefore, regular business requiring his signature such as a forebearance plan, a refinance, a sell, or any other normal business activities can not be accomplished.
During the covid 19 pandemic many financial hardships are being dealt with and I think to require a 1 % fee to simply drop XXXX XXXX name from the mortgage, as other mortgage servicing companies have done, is gouging and is taking advantage of the consumer. The letter they sent requires the fee be no less than {$400.00} and no more than {$900.00}. Their letter states a 1 % of principle fee which in my case would be {$140.00}. so it is more like 3 % in my case. Not only that but their instructions require all borrowers signatures which is impossible because, as already stated, I do not know where XXXX XXXX is and have no contact information on him. There is every possibility that I may lose possession of this home since this month I asked for a forebearance period on this house. At the end of the forebearance period they will no doubt ask for his signature on documents which I will not be able to provide. This mortgage servicing company is using this request as another income stream. This procedure was not disclosed on the mortgage document at signing of the mortgage documents.
|
| 10/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We have a long, storied history with NewRez regarding the removal of our PMI. We initiated this process in XXXX of this year, however it was not until XXXX that they scheduled the Broker Price Opinion of our property. I will not rehash the past in this complaint, but I have already filed 4 complaints with the CFPB regarding this issue ( See complaint numbers : XXXX, XXXX, XXXX, XXXX. As per the letter I received from NewRez Financial, my PMI was cancelled XX/XX/2020. The letter also states I will receive an updated escrow analysis which would reflect my new mortgage payment. I never received an updated analysis. I called XX/XX/2020 and spoke with a representative, who told me that the escrow analysis was due to be completed XX/XX/2020 and I should receive a copy shortly. Today is XX/XX/2020 and I have never received an updated escrow analysis. I called NewRez again this afternoon only to find out they never performed an updated escrow analysis. I have been billed the same amount for my mortgage every month since my PMI was " cancelled ''. My payment has never reflected the cancellation of my PMI. Furthermore, as my PMI was cancelled XX/XX/2020 the 45-day deadline for NewRez to return any PMI overpayments after cancellation passed XX/XX/2020. I have not received any refund checks, nor has there been any credit to my account for the amount I have overpaid. The agent I spoke with today told me she put a " rush '' on another escrow analysis, and that I should expect it by XX/XX/2020. However, after being lied to about this before, I will not believe it until I see it.
In addition to the PMI challenge I have experienced, we have also experienced numerous challenges with the Escrow department at NewRez. In addition to the four CFPB complaints made about our PMI issue, I have filed an additional 3 complaints regarding their handling of my Escrow account. This company has lied to me over and over again. Something needs to be done about this.
|
| 03/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
On or around XX/XX/2021, I called Shellpoint Mtg to inquire how to have my payments applied to my principal balance and deferred principal balance. I spoke with a man who informed me that the principal balance on my account was {$130000.00} and the deferred principal balance was {$650.00}. He assured me that I could pay these balances which would leave only accumulated late fees on my account. I made the payments separately as he stated it would be easier to apply them to the correct balances. I received confirmation number XXXX for the {$1300.00} and confirmation number XXXX for the # XXXX. Both amounts have come out of my checking account on XX/XX/2021. To my dismay when following up on my balance on XX/XX/2021, I spoke with XXXX XXXX and found that XXXX applied my {$650.00} to the monthly payment amount, and the {$1300.00} was sitting in a dormant state and not applied to anything. After a long discussion she stated she was a team lead and would correct the issue by applying the funds where they were designated to go. She assured me it would be corrected. I called back on XX/XX/2021 and spoke with XXXX and as suspected the funds were still in the same state. I have been trying to pay this mortgage off but they continue to hold my funds to charge me more interest and late fees. I paid enough funds to have my entire principal balance paid off, but the automated recording is saying I have a payment due on XX/XX/2021. This is very poor customer service and bordering on illegal. How can you ask me for payments with my funds sitting in a dormant state. My next step is to go to my local news station, and XXXX concerning the practices of Shellpoint mortgage Servicing. I will send a copy of this to Senator XXXX XXXX when when creating the CFPB to stop this type of malpractice, needs to be informed that companys like Shellpoint are laughing inn her face and not taking the banking reforms seriously. XXXX XXXX will also receive a copy of this.
|
| 08/09/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
A couple of years ago our mortgage loan was sold/transferred to Shellpoint Mortgage Servicing which is now NewRez/Shellpoint Mtg Servicing ( sister companies ). We have a VA - ARM loan ( 3.250 % currently ). In the last few years our payments have gone up {$300.00}. Because of the current pandemic interest rates have gone down significantly ( 2.25 % ). Due to more difficult times, financially, we sought assistance to refinance our loan to decrease our monthly payment to ( at least ) our original rate of 2.75 % or better. Our credit is not perfect but we would have been able to decrease our payments by {$300.00} via streamline loan since they already have our original mortgage and information. We would not have to re-qualify for a new loan all over again. It would have been easy to streamline our loan. We spoke to several loan officers and they advised the same. So we reached out to NewRez and received an email from loan advisor. We communicated with him about our interest in refinancing. He was willing to work with us to get it done until he discovered that his company NewRez does not have the license to do loans here in Hawaii even if they acquired our loan. We asked him if that was even legal to do what they are doing where they were not licensed. He has also informed us that because his company does not have the license to do loans in Hawaii means he is also not licensed to do loans in Hawaii. So instead of getting some assistance, we have to call other lenders and see who will be able to help us. NewRez has no time frame as to when they will be able to get their license. Im sure there are a lot of customers here in Hawaii who have loans with them, but yet they are not licensed to do loans here and theirs customers are probably unaware of this lenders ' situation. I will attach the emails between myself and the loan officer from NewRez/Shellpoint. Thank you for your attention to this matter that would make such a difference to us.
|
| 12/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Due to the COVID 19 pandemic my husband and I were given mortgage assistance via the Pandemic Mortgage Assistance Program through PA Housing Finance Agency from the Federal Cares Act. Shellpoint Mortgage was sent {$6000.00} to cover our entire mortgage payments from XXXX through XXXX. We signed an acknowledgement form that this money would remove any additional costs and were not to send any further money to Shellpoint during this time, nor could we put ourselves in forbearance. An acknowledgement form was also sent to Shellpoint saying the same and that the {$6000.00} was to be used for {$1000.00} full payment each month with no additional cost or fees for us. An itemization of how funds could be used was also sent to Shellpoint. This form was signed on their behalf as well with a witness.
Shell point did not use the funds as agreed to. One full mortgage payment was made at almost {$1900.00} not the {$1000.00} agreed to, the remainder of the funds were used for escrow and fees according to multiple representatives spoken to over the past six weeks in trying to rectify this. The remaining balance has still not been erased or rectified even after elevating it to a supervisor and calling the representative who signed the contract itself. Our balance is currently for almost {$8000.00} although we should have a balance of XXXX We have not paid our XXXX mortgage yet as we can not get Shellpoint to acknowledge this error and correct. Late fees are now accruing, but we can not ensure Shellpoint will use our full XXXX payment for XXXX and not move around the funds as they did with the payments made by PMAP/PHFA and the state/federal government. We would like Shellpoint to honor the contract they signed when they accepted this {$6000.00} from the CARES act and the state government to erase any additional debt on our part as well as late fees we are not responsible for so that we can continue paying our mortgage from where we are up to date.
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| 02/28/2022 |
Yes |
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- Trouble during payment process
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Web |
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Timeline and Summary of loan # XXXX Shellpoint ( address ) This has been our family home for the last 30 years. In XXXX of XXXX, my mother passed away and my father, XXXX XXXX wrote to Shellpoint to inform them that he had given me permission to speak on his behalf. ( see documents ) In XX/XX/XXXX we received a letter from Shellpoint stating they were servicing our family home loan. On XX/XX/XXXX I mailed our first payment and did so consecutively for the next 3 months.
In XX/XX/XXXX Shellpoint wrote a letter stating we were behind on our mortgage payments. The amount due was {$8600.00}, which included, interest, late charges, and various other fees that seem to change daily.
I have copies of canceled checks from XXXX and Shellpoint for our monthly payments. During XXXX I reached out to the City of XXXX Housing Program to help with our communication. At that time the company was known as XXXX XXXX and I had requested copies of our 12 month payment history.
This has been an ongoing problem with three different servicing companies, that claim my parents missed payments. Ive repeatedly requested payment history information from XXXX. Before we know it the loan has been sold to another servicer. ( Shellpoint ) We did a re modification in XX/XX/XXXX principal balance was {$100000.00}. We made all our monthly payments. In XX/XX/XXXX Shellpoint sent a validation of debt notice of {$110000.00}.
This has been an ongoing pattern from all three servicing companies, and has brought a great deal of uncertainty, confusion and stress. This loan started out as a {$120000.00} dollar loan in XXXX. This has been a vicious cycle of false claims of in default, remodifications, threat of foreclosures and other unscrupulous accounting practices.
I would like Shellpoint to provide us with our last 24 month payment history and to remove the {$8600.00} in late charges and fees that we have no knowledge of, nor have we agreed to. ( see documents )
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| 07/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I previously submitted claim XXXX, but there is more information that I need to add than what I dictated over the phone.
I had a mortgage with XXXX. When they went out of business I had no correspondence informing me of who had the mortgage. After calling several companies I stubbed across a tax document and found shellpoint mortgage servicing and called them and found out they held my mortgage. My initial call to them was the XXXX of XXXX. I spoke to a lady in customer service who took a telephone payment for 1 month of mortgage and told me to email XXXX XXXX, not proving a reason why. I emailed him ( email attached ) with no reply. I had charges of over {$9000.00} and legal fees. I did not want to pay any fees that I did not understand. I also had an escrow account set up that I did not authorize.
I was able to create a shellpoint account and made a 2nd payment the XXXX of XXXX. I also wanted to start direct debits. In XXXX, I noticed I still didn't have a direct debit so I tried to log onto their website on multiple occasions and it didn't work. I called back to Shellpoint customer services on the XXXX of XXXX and made another payment over the phone.
I called again the XXXX of XXXX because I was still struggling to use the online site, still did not understand the escrow or legal fees and I wanted to pay off some principal on the mortgage. At this point I was informed that my mortgage was in foreclosure which came as a total shock. Prior to Shellpoint picking it up, I held it with no issues since XXXX.
The only correspondence I received from Shellpoint by mail was a statement dated XX/XX/XXXX. The fees were still not laid out or explained.
I have since looked at the XXXX reviews and see a lot of other customers have faced the same issues.
The people I speak to at Shellpoint are always friendly but I am not in a serious issue and feeling very distressed and I have received no real help from them and have no resolution.
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| 11/20/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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I was recently contacted regarding my credit that Shellpoint reported me more than 30 days late for my XX/XX/2020 payment this year which drastically impacted my credit score. My frustration with Shellpoint is that during this time, I was starting a 3 month forbearance plan, starting in XX/XX/2020 - but still made 1/2 payments for XX/XX/2020, XX/XX/2020, and XX/XX/2020 - Please note that I paid in full and caught up my account this XX/XX/2020 only because I was concerned about how slowly Shellpoint adjusted my account and wanted to continue to show my good status with Shellpoint.
I had a guarantee by your team XXXX XXXX XXXX among others at the time ) that taking on a forbearance would not negatively impact my credit and that you would be keeping this internal to Shellpoint and no reporting to the credit bureaus. Please note that I have maintained my account in a pristine fashion with you for more than 3 years, with early payments. Even during the Forbearance period I made 1/2 payments, then paid in full early - before it was due in XXXX.
I started conversations back in XXXX to decide if it made sense to use the forbearance plan, even though I had the savings for this - but due to COVID, my salary had been drastically reduced and this would help my short term cash flow. You can imagine my surprise when I just received notice that my credit dropped by nearly 100 points since Shellpoint reported that my XXXX payment was late - more than 30 days overdue - even though I was in Forbearance period and I also made a 1/2 payment for XXXX in XXXX.
My credit has been perfect - obviously, in that I wouldn't have even been able to get a jumbo loan if this wasn't the case.
Can you please straighten this situation out with your credit department and the Bureaus? I really appreciate your assistance in this matter. I have all of the paper work and history - in addition to the copy of my credit report showing Shellpoint 's negative rating.
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| 03/13/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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XX/XX/XXXX Re : Shellpoint Mortgage Servicing XXXX XXXX XXXX, XXXX XXXX XXXX XXXX SC XXXX Through countless efforts, our issues with Shellpoint Mortgage Servicing Company, are ongoing, and have never been resolved to this day. As a last resort, on, XX/XX/XXXX, we filed a formal complaint with the Consumer Financial Protection Bureau. At which time, on, XX/XX/XXXX, Shellpoint responded, and offered a 30-pay pay-off. Unfortunately we were unable to acquire funds to facilitate that time frame. We reached out and spoke to XXXX on XX/XX/XXXX, and were granted a 30-day extension.
On, XX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX, we received letter from Shellpoint, stating, due to the complex nature of the matter, Shellpoint respectfully requests additional time to respond fully. When in fact, the extended offer stated, In review of your settlement offer, Shellpoint is willing to settle the loan in full within 30 day at 90 % to 95 % of the current payoff balance. Per the enclosed payoff quote, the payoff balance is {$37000.00}.
In pure frustration, on XX/XX/XXXX, we paid Shellpoint in full, the full payoff amount of, {$36000.00}. To our surprise, Shellpoint did NOT honor their settlement offer of, 90 % to 95 % of the payoff balance.
On, XX/XX/XXXX, we received a confirmation letter from Shellpoint stating the loan has been paid in full.
As of, XX/XX/XXXX, Shellpoint has never released the lien on our property, and our Credit Bureaus have NOT been updated to reflect the loan at a XXXX balance, or that the loan has been paid in full.
Utah requires the lien release be filed within 10 days ; In Utah, a lien claimant is obligated to record a Release of Lien once the lien claim has been satisfied, if a request is properly made by a party with an interest in the property. The release must be filed within 10 days from the date of the request. XX/XX/XXXX XXXX XXXX XXXX XXXX sent that request to Shellpoint along with the pay-off on XX/XX/XXXX.
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| 04/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is about escrow account balances and how unused escrow funds are handled after the principal is paid in full. For my situation, property taxes and insurance are both paid afterXX/XX/XXXX in the year. The loan was paid in full on XX/XX/XXXX, and an accrued escrow balance of over {$2100.00} is due back to me. Within a week, I received a new Escrow Account Disclosure Statement in the mail informing me that no new escrow funds were required. I have yet to receive the escrow funds - my cash - and the company NewRez ( formerly Shellpoint ) keeps telling me they have 30 days to return the funds - " according to their policy '' - no real reason given. The loan has been paid off for three weeks now.
The policies of Shellpoint/NewRez are absurd when it comes to how they handle escrow funds. When it became clear that the escrow funds they were collecting were never going to be used for their intended purpose ( as the loan would be paid off before either insurance or taxes became due ) I had asked to have the escrow balance applied to the principal and was told that this was not possible. No reason was given other than " it's policy. '' It took several tries on the phone to even get a representative that could understand the issue. I see no reason that the refund from the overpaid escrow could not have been sent along with the letter in the mail containing the Escrow Account Disclosure Statement.
I am sure that someone for NewRez/Shellpoint will respond to this complaint and say they they are within their rights to hold the overpaid escrow and refund it whenever they get around to it, but I am filing this complaint so that everyone can know what they do. While I am sure that these " policies '' were " disclosed to me '' in the form of some 50 pages of microprinted legalese that few people even have a chance to read or understand before it is too late, there is no excuse for the delay in refunding the overpaid escrow cash.
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| 05/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Ive been trying to pay my mortgage, but the bank will not accept payment First of all, Shellpoint is the 3rd bank working with my mortgage.
Second and most important thing : We were notified from XXXX XXXX about the transfer to SHELLPOINT on XX/XX/XXXX.
How could I send my payments to SHELLPOINT if I was not aware about the change before XX/XX/XXXX?
See the timeline for my payments below : XX/XX/XXXX : Check was sent to XXXX XXXX XXXX ( deposited and I have the receipt ) XX/XX/XXXX : Check was sent to XXXX XXXX ( deposited and I have the receipt ) XX/XX/XXXX : Check was sent to XXXX XXXX ( lost in the mail ) XX/XX/XXXX : Check was sent to XXXX XXXX ( deposited and I have the receipt ) XX/XX/XXXX : Check was sent to XXXX XXXX ( RETURNED and I have the receipt with letter stating that account number can not be found ) XX/XX/XXXX : Before sending another check to XXXX XXXX, I sent them an e-mail, asking about the reason for the returned check XX/XX/XXXX : First time that I heard about the transfer from XXXX XXXX to SHELLPOINT STILL ON XX/XX/XXXX : I got the access to my online account with SHELLPOINT for the first time and tried to make an online payment, but unsuccessfully.
STILL ON XXXX : I sent 3 months payments ( 3 different checks ) to SHELLPOINT MORTGAGE, they have received it but the checks were not deposited..
XX/XX/XXXX : Somebody locked the doors in my house and I couldnt get in.
XX/XX/XXXX : I called Shellpoint telling them the whole situation and they are not letting me to make a payment.
XX/XX/XXXX : I called Shellpoint to try and get a resolution and they confirmed that my house is going to forclosure and I will be liable for all the attorney fees. At this point they WILL NOT accept my payments and they have not cashed the checks I sent in XXXX to bring the account current.
The property related to this mortgage ( XXXXXXXX XXXX XXXX XXXX ) is in a Vacation Community and there is NO MAIL BOX services.
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| 09/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had logged into my mortgage loan on XX/XX/2022. Once I had logged in my account said inactive, no loan found. I called Shellpoint on XX/XX/2022 the lady answered, I told her I could not find my loan information. She said XXXX XXXX we received your wire transfer in the amount of {$47000.00} on XX/XX/XXXX and it being processed. The lady congratulated me on having my mortgage paid off. She explained the next steps, said if I were due a refund, I will receive it within 2 weeks. I received an email from Shellpoint on XX/XX/2022 congratulating me on having paid my mortgage off. I had not received anything in the mail, I called Shellpoint on XX/XX/XXXX on the status and if I were due a refund. The lady said I do see that your mortgage has been paid in full. Shellpoint will send the title information to my local county treasures office. I will get a copy will have to file with my local county 's office also. I logged into my account XX/XX/2022 I saw the payoff was processed on XX/XX/2022. I called Shellpoint due to the fact wire transfer was more than my initial payoff shown on my online account. This lady said she was sorry my loan was paid off due to an error on their end. Someone from Shellpoint had entered the wrong loan number I still had a balance. I asked about what I had seen online, the email I received stating my loan was paid in full. She put a supervisor on the phone who said the same thing, she was sorry someone from Shellpoint had entered my loan number for the wire transfer that had paid my mortgage in full. I asked about my online statement and the email I had received. She said the emails are automated generated when loans are paid in full. My loan is currently not paid in full it was a huge error on Shellpoints end she was sorry. I told her with all the proof from online and the email my mortgage should be paid in full due to their error, not mine. None had even called me to say anything about what had transpired.
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| 01/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Old information reappears or never goes away
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Web |
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Shellpoint mortgage servicing inc., is claiming they are the new servicer and that NEW REZ Trust is the new owner, with at first XXXX XXXX as trustee, but now has allegedly changed to XXXX XXXX. originally this mortgage was in a XXXX XXXX XXXX and do not believe it can be removed from a tax exempt XXXX trust. I NEVER received any notice from the " new owners '' only the servicer, saying that it was not being recorded publicly. the " assignement '' were from MERS who has no authority to assign, as the Courts have decided. the " debt '' does NOT exist, and therefore there can be no " Mortgage '' but they claim they can still take the home, because there is a valid " lien '' but will not provide proof of anything, including their alleged " debt '' they are harming, injuring and forcing me to pay for a " legal entity '' which was created by the State and is NOT me, they are placing me into involuntary servitude and " debt '' against XXXX 's will.
all this fraudulent, concealed " banking '' as they do not own money, or anything as fictions can not and do not have dominion. if there was an actual " loan '' where did they get the money? was it real money in accordance with the Constitution ( money is gold and silver ) and in accordance with the Federal Coinage Act, April 2, 1972? I bet not, it is nothing more than a satanic, pagen, communistic scheme to steal the American people 's wealth, property and labor, for a few foreign " bankers '' aka XXXX 's minions.
as We the People, the true creditors and true people of god and his dominion, we are tired of all this fraud, we are tired of the foreign agents ( XXXX XXXX XXXX ) and their Oath to the Crown/ City of XXXX or the master banker. XXXX we know there is no money, we know we are being abused and XXXX, plundered and pillaged, but where is the legislation that allows this madness?
private-woman- Noncitizen-American- National. original " WE the PEOPLE '' granters of " governments ''
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| 10/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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History : We are currently involved in a residential mortgage situation that began with refinancing both our residential property as well as a rental home with XXXX the fall of XX/XX/XXXX with a three year ARM. In the summer of XX/XX/XXXX XXXX was purchased by XXXX XXXX XXXX and our servicing agent changed. Our payment went to the old servicing agents address and was sent back to us. The new serving agent began adding late payment fees and would not accept our payment, telling us that we were already in the foreclosure process. We felt that we had no choice but to file Chapter XXXX in the spring of XX/XX/XXXX to stop the foreclosure process and protect our home and rental property. We had our case dismissed in the fall in XX/XX/XXXX. When we received our first communication from the servicer after dismissing our case, we realized that the servicer failed to adjust our interest rate on both properties in XX/XX/XXXX, and that the LIBOR index rates had actually gone down which would have significantly decreased our payments prior to our decision to file Chapter XXXX. Had we known this it might have affected our decision. In addition, the servicer failed to adjust our rate every year after that, and again, the rates have fallen each year. After numerous inquiries, the servicer made the first ARM adjustment in XX/XX/XXXX and even that interest rate was calculated incorrectly. We filed a complaint with CFPB in XX/XX/XXXX for our personal residence ( Case # XXXX ) and our rental property ( XXXX, XXXX and XXXX ). The servicer for our residential property admitted to the interest rate calculation error in their response to our CFPB complaint.
Current Complaint : Shellpoint Mortgage Servicing has not updated our account information reflecting the servicing error they reference in their letter dated XX/XX/XXXX. We are requesting that Shellpoint Mortgage Servicing provide our correct loan balance.
Thank you for time and consideration.
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| 11/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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In XX/XX/XXXXXXXX New Rez/Shellpoint mortgage raised our mortgage payment from {$1200.00} to {$1700.00} with XXXX notice to us. We reached out to them and discovered it was an issue with our escrow account. We asked them to readjust because we could not afford that amount, especially during a pandemic, and they refused. When we closed on our house our city did not turn in our homestead paperwork and they were trying to contact a different XXXX XXXX so we had no idea that our house went non-homestead XX/XX/XXXX until XXXX of XXXX. We filled out a new Principal Residence Form in XX/XX/XXXX and as of XX/XX/XXXX our house was now homestead and we were getting a refund for our XXXX property taxes. But they only meet once a year and weren't meeting until XX/XX/XXXX. New Rez jacked up our escrow account in XX/XX/XXXX with XXXX notice. They refused to recalculate it even though our house was in fact homesteaded. They wouldn't accept any forms from the State of Michigan Equalization Department. The State of Michigan and the City of XXXX all were stumped on what to do. I finally got a hold of a superviser at New Rez/Shellpoint who said we can continue to pay our regular payment of {$1200.00} and in XXXX when our homestead case for XXXX was reviewed they would lower our escrow amount. We ended up selling our house in XX/XX/XXXX.
We are now went to get pre-approved for our new house and New Rez/Shellpoint marked us late on XX/XX/XXXX and XX/XX/XXXX! When we made the {$1200.00} payment that their representative told us to!! We even called in to pay it and they assured us it wouldn't be a late payment.
This company is without a doubt unethical. I have been trying to dispute their late payments and get letters of deletions for the two instances and I can not even get ANYONE on the phone. They do not answer at all. We have had countless issues with them in the past, they have no business dealing with peoples mortgages and credit scores.
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| 09/20/2019 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been dealing with Shellpoint for eight months trying to reconcile my loan payment history. I finally hired a person who owes and operated a loan servicing company to correct the loan history that I received from Shellpoint which costs {$3700.00}! In XXXX of XXXX I sent XXXX a letter requesting that they send me monthly mortgage statements. They refused because my loan was not reaffirmed after or during my bankruptcy. XXXX missed logged my payment on XX/XX/XXXX which cause all my future payments to be late. XXXX applied {$2500.00} to future interest in violation of Title 15 of the US code 1615 prohibition on use of Rule of 78 's.
My loan servicing was transferred from XXXX to Shellpoint Mortgage Servicing in XX/XX/XXXX. XXXX received and cashed my XXXX & XX/XX/XXXX loan payments and did NOT transfer those two payments to XXXX. My loan was sent to Shellpoint 's collection department. I sent front and back copies of both these checks to Shellpoint by fax and email on XX/XX/XXXX and again on XX/XX/XXXX and it still took them over 60 days to apply them to my account. Shellpoint began their servicing with inaccurate records including due dates, loan balance and escrow account balance. They made errors in their accounting with my XX/XX/XXXX and XX/XX/XXXX payments.
After having my loan history reviewed it shows Shellpoint has been over paid and already has funds to pay my XX/XX/XXXX payment. I am also due a refund of approximately {$1800.00}! I am a licensed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I have no idea how a individual with limited experience in mortgage loans or servicing could remedy their loan history with a servicer like Shellpoint. I feel I have been lied to, cheated and violated by Shellpoint 's servicing agents. They violated several laws and caused undo stress in my life! I will attach the corrected loan history and letter explain all the inaccuracies in XXXX 's and Shellpoint 's servicing of my loan!
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| 02/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Company : NewRez Unreasonable time waiting for refinance to close. My original mortgage is with the same company so it appears they are slowing down the process on purpose so they don't lose money on the refinance. It has been a total of 4 months since this process began. The communication between me and the Company Mortgage consultant has been absolutely atrocious with little to no responses from anyone at the company.
XX/XX/XXXX I spoke with XXXX XXXX at NewRez about refinancing my original loan I have with them. I agree to the refi and XXXX sends me list of required documents.
XX/XX/XXXX I sent all required documents to XXXX XX/XX/XXXX XXXX says they need more documents.
XX/XX/XXXX I send additional documents.
XX/XX/XXXX Haven't received any updates. XXXX XXXX where we are at in process. No response XX/XX/XXXX Send another email asking for update. No response XX/XX/XXXX Send email to XXXX boss XXXX XXXX sayings XXXX is not responding, and can I get a response from her. No response XX/XX/XXXX XXXX replys that he's waiting on underwriting and will follow up with them now. He never follows up.
XX/XX/XXXX Email XXXX again asking for some sort of eta XX/XX/XXXX XXXX responds " looking into it putting in a ticket with upper management '' XX/XX/XXXX I email XXXX asking for an update on the ticket. No response XX/XX/XXXX XXXX emails me saying they need more documentation.
XX/XX/XXXX I send additional documents.
XX/XX/XXXX New person XXXX XXXX assigned to my loan. asks for even more additional documents. Some documentation I've already sent in as well.
XX/XX/XXXX I send additional documentation.
XX/XX/XXXX I ask for confirmation of receipt of documents to XXXX. No response.
XX/XX/XXXX I ask again for confirmation of receipt XX/XX/XXXX XXXX confirms receipt XX/XX/XXXX I ask XXXX an ETA for closing the refi, she responds that I will need to contact a XXXX XXXX about that.
XX/XX/XXXX I email XXXX about ETA, no response.
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| 03/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XXXX of XXXX I called and asked why my balance was over {$13000.00} when I only had 15 or 16 payments remaining on my mortgage and was told they did not know but that I would have to pay the balance. After months of calls in XXXX of XXXX I sat down with all my paperwork and found the problems.
I purchased my home XX/XX/XXXX and the contract stated the amount financed was {$40000.00}. But as I was looking for the problem the amount that they financed was {$43000.00}. I had paid {$3200.00} to get my interest rate lowered and someone charged it back to the balance. Then I realized that the interest rate was charged at 15.09 % and it should have been 13.75 %. I send a dispute to Shellpoint and received a letter stating that they were going to credit my mortage XXXX plus XXXX for interest. I have sent another dispute about the interest. XXXX 15.09 % interest for 20 years is {$6200.00} not {$2400.00}. So, the amount credited should have been XXXX plus {$6200.00} = {$9500.00}.
Also, the interest charged on the XXXX was {$87000.00} it should have been {$78000.00} so i was overcharged {$9500.00}. So by my calculating I should have been credited {$19000.00}.
During the 20 years I had deferred 5 payments. My payments should have been {$490.00} but I paid XXXX. So I paid {$39.00} every month that should have gone to the principal. This should make a huge difference. If they want to go back I have 90 % of all my statements from XX/XX/XXXX to present. Not to mention the amount that I have paid on the principal only.
One of the Supervisors advised me that they had found Mutiple accounts that were done the same way I am not worried about the other accounts only mine and my Home is to be paid off XX/XX/XXXX.
I have been spoken too badly one of the representatives was XXXX XXXX and he screamed at me and told me that I would have to pay the balance that was showing by Shellpoint, another told me not to call back that was is XXXX of XXXX.
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| 04/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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At the very end of XXXX ( exact date unsure ) I contacted Shellpoint via phone call to specifially discuss new Covid-19 guidelines XXXX XXXX issued that directly pertains to my XXXX XXXX mortgage. In a recorded phone call, the agent ASSURED me Shellpoint would be following those guidelines for Forbearance, specifically no late credit reporting and would not require all payments plus late fees at the end of the forbearance. I have reduced income due to covid.
I expressed GREAT XXXX that these conditions would not be met by Shellpoint but was ASSURED they will be. With no other choice and flimsy details, I missed my XXXX payment with only assurance by an agent on a phone call to go by.
Over the course of two weeks, I repeatedly attempted to make contact with my point of contact XXXX XXXX at Shellpoint via phone. I wanted DETAILS and assurance.
His voicemail was full and not accepting messages. I wrote three emails that were unreturned. I could not get thru to anyone at Shellpoint. I received NO correspondence from Shellpoint via the US mail, email or phone detailing the forbearance until Saturday XX/XX/XXXX. I received a threatening form letter.
The correspondence stated 1. NEGATIVE CREDIT REPORTING WILL OCCUR 2. Indicates ALL payments CAN be due at end of The forbearance unless they deem to do OTHERWISE and that an application for working the repayment would need to be applied for at the END of the three months and that they can DENY the application and demand all payments at once. This is contrary to XXXX XXXX guidelines and exactly what the agent said would NOT happen.
This.is Exactly. What.I.Specifically. Asked. The. Agent. About. In. XXXX.
In a phone call on Saturday, XX/XX/, after receiving the letter, I was able to speak with an agent who assured me my letter was wrong, differed from what she was seeing, and she was putting in a request for a manager to contact me. I do not have any faith in this process now.
|
| 07/05/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/2022 - Loan sold to Newrez LLC XXXX # XXXX XX/XX/2022 - Husband and I set up automatic payments XX/XX/2022 - XXXX Automatic Payment did not come out ( we have confirmation email ), we realized husband 's name was not added to Newrez account even though all loan documents signed at title agency were signed by each of us and his name is recorded XX/XX/2022 - Paid one time payment. Set up auto-pay AGAIN ( we have a XXXX confirmation email ) per Newrez directions. We were told husbands name would be added to the account and that Newrez did in fact have the documentation to prove his name should be on the loan XX/XX/2022 - XXXX Automatic Payment did not come out again ( we have a confirmation email ), we realized husband 's name was AGAIN not added to Newrez account XX/XX/2022 - Called Newrez again. They're saying the bank account number for automatic payments couldn't be located and that's why they haven't taken them. Paid one time payment with the account they said couldn't be located.
There is a problem with their payment system as every time we made a one-time payment, the same bank account number they " can not locate '' is the one we've paid with. I am wondering how many other VA home loan borrower 's have been affected by this and have been charged fees/marked delinquent/have taken credit hits because Newrez will not fix their system. We have an email trail of payment set-ups and modifications from when we have talked to customer service that is attached below.
In addition to a faulty payment system, they also have poor recording and documentation practices. My husband 's name has yet to be added to a loan for which he is a co-borrower, and none of our payments or the fact we have a home loan has showed up as being reported to either of our credit.
This feels a lot like breach of contract at best, and fraud at worst. Something isn't right and VA home loans should NOT be allowed to be serviced by this company.
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| 10/10/2023 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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Shellpoint still have not corrected the error with my unapplied balance, and you all added a {$500.00} late charge that should not have been added to my account. Once again you all continue to conduct suspicious activity regarding my account.
On the invoice with statement dated XX/XX/2023 with the next due date for XX/XX/2023, you all have added a late charge of {$500.00}, and I should not have been charged a late fee. Shellpoint has this message stated on all mailed invoices, Total fees/Paid Unpaid Amount/Total Payment Amount*. Please be advised that post-petition fees, expenses or charges reflected on this statement might be subject to additional disclosure requirements under Rule 3002.1 of the Federal Rules of Bankruptcy Procedure. In the event such post-petition fees, expenses or charges are disallowed by the bankruptcy court, a subsequent waiver will be applied to your account.
You all also still have my unapplied balance of {$2300.00} in the exact amount of my monthly mortgage payment sitting, for XXXX months, in the unapplied balance instead of applying it to my Mortgage payment. Whether it is a post-petition payment or pre-petition payment it is not applied to anything. The money is sent to be applied to my monthly mortgage payment. Shellpoint has this message stated on all mailed invoices, *Partial Payments : Any partial payments listed here are not applied to your mortgage, but instead are held in one or more separate suspense accounts. Once we receive funds equal to a full monthly payment, we will apply those funds to your mortgage.
My current balance states that I owe {$6500.00}. I need you all to apply {$2300.00} from my unapplied balance to my mortgage payment. I would like you to correct this {$500.00} fee/late charge error that was applied to my account.
After correcting those errors, the total payment that I owe for the month of XXXX is {$3700.00} in which {$1400.00} of this amount is a legal fee.
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| 07/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I received a notification from ShellPoint Mortgage informing me that they have purchased a lender-placed insurance policy on my condo property at a cost of {$4500.00} ( which is roughly 6 times for the insurance coverage I have personally. The evidence of insurance the mortgage company is looking for is secured and paid for by the HOA. I immediately responded by sending an email with accompanying proof of insurance - which by the way, all HOA provide access for this information through a web site. I received no response. After receiving another two notifications and corresponding email responses, once again, I sent in the insurance verification as instructed. I have left 9 messages, in addition to my emails, for a manager or supervisor to call me back. I have received NO calls as of this date. I have attempted to contact the insurance division of this mortgage company at least 7 times, each time having to disconnect after nearly 150 minutes. When I contact customer service, I am told that customer service has the same problem contacting the insurance division - my last call with customer service was at XXXX XXXX. on XX/XX/2023 ( all calls are apparently recorded ) speaking with XXXX XXXX in XXXX, Michigan.
Apparently, as a result of failure to acknowledge receipt of evidence of insurance, the mortgage company has increased my monthly payment. My last payment ( for the month of XX/XX/2023 ) fell short by nearly {$70.00}. The company refused to acknowledge the payment ( although paid on time ) and has charged me a late fee of $ XXXX egregious act given the company 's failure to acknowledge or respond at least since XX/XX/2023, when I have evidence of my communications.
Mortgage Company : Shell point ( a division of newrez ) account # XXXX property address : XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX You help and support can prevent this company 's egregious acts and fraudulent activities with other consumers.
Sincerely,
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| 07/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage contract provides for termination of PMI at such time as the loan balance decreases to 80 % of the original value. I started last fall trying to have the PMI cancelled. They told me I the loan didn't qualify for cancellation of PMI since the balance hadn't reached 80 %. I finally contacting Shellpoint again in XX/XX/1019 to request the PMI cancellation. I received a letter dated XX/XX/2019 stating that as of the date of the letter, the loan balance had fallen to 77.14 % .of the original balance. So they scheduled an appraisal which was finally completed some three weeks ago and the appraisal stated the property had substantially increased in value. So All necessary things on my part have been long completed yet they keep telling my the PMI cancellation is " pending '', whatever that means. I am frustrated beyond tolerable. The customer serviced people have lied to me. When I call they say " we just got this request '' which they have had for months. They won't let you talk to a supervison, saying they don't have supervisors on demand. I ask about the status and they say they can notify " loan servicing '' but they can't call them while I am on the phone. I have emailed loan servicing and the only response is a letter via regular mail days later. This company is the most incompetent, unresponsive and unmotivated collection of pitiful people I have even run across in my life. This company is basically stealing about {$95.00} a month from me. Despite months of trying to get the PMI cancelled, and I clearly qualify to have it cancelled, I still have no idea when of if it will happen. I am contacting the Georgia Dept. of Consumer Affairs as soon as I finish this report. I will recommend that this company be banned from doing business in Georgia. I am also pursuing legal action as this company owes me the PMI charges they have been making to my account due to their failure to act in a responsible and timely manner.
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| 04/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our home loan was sold to Shellpoint Mortgage Servicing ( New Rez ) in Fall XXXX. For several months Shellpoint serviced our loan before selling it to XXXX XXXX XXXX ( approx XX/XX/XXXX ).
While Shellpoint was servicing our loan they were in control of and escrow account that was set up to pay property taxes and homeowner 's insurance. Not only were they in control of these funds from the prior servicing company, Shellpoint continued to collect money for the escrow account each month they serviced the loan.
Although this was happening, Shellpoint was negligent in paying the first installment of property taxes due to our local county ( XXXX XXXX County, CA ). Because of this we received a noticed of delinquent taxes from the county and were made to pay a penalty of {$590.00}.
I have been in contact with Shellpoint on several instances since at least the beginning of XXXX to resolve this issue. At every turn two things have happened : First, someone on the phone unequivocally apologizes and say Yes, this was our fault and you should be reimbursed by us. They say they will have a supervisor follow up and/or they " transfer me '' to the the " proper department ''.
Second, I get a letter or email stating that either : I should contact XXXX XXXX XXXX since Shellpoint no longer services the loan or XXXX XXXX XXXX should reimburse me and then XXXX will charge Shellpoint.
My issue is that we were made to pay {$590.00} out of our pockets more than two months ago because of negligence on the part of Shellpoint and they should be the ones to reimburse us. Five phone calls and bounced back emails or form letters are insufficient, as is passing the buck and asking a company that had no hand in, or obligation to pay, property taxes in XXXX on our behalf.
This complaint is solely because of Shellpoint Mortgage Servicing. They were the negligent party that is responsible and did not fulfill their fiduciary duties on our behalf.
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| 12/06/2018 |
Yes |
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- Trouble during payment process
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Web |
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This complaint is in reference to a former CFBP complaint I submitted that is now closed without resolution : XXXX. The company did not resolve my issue and in my response to their response for the previous complaint, there was no option to upload additional documentation to dispute the company 's reason for denying my complaint.
The company referenced only a 12 month option provided by XXXX, when I have provided documentation that I was on a 24 month spread out plan. The letter they referenced for the 12 months is a general automated letter that I receive after each escrow evaluation from XXXX. In this case, I have always called in and requested it be spread out by XXXX over 24 months. See attached which shows a general letter mailed to me with the 12 month option, then a follow up letter showing the 24 month granted by XXXX. Prior to the transfer, I had already asked XXXX ( in response to the general 12 month option ) to spread it out again over 24 months. They agreed and submitted the request as usual. Unfortunately, before the process was completed again, XXXX XXXX assumed XXXX XXXX accounts before the 24 months was extended for this new term. XXXX XXXX needs to reference the documentation I have attached to this complaint showing my history with XXXX of payments being spread over 24 months in response to the 12 month initial offer. As a consumer, I have the right to the same processes as XXXX allowed me, not new rules with a percentage that XXXX XXXX has that is obviously different that what I have been allowed with my previous lender. I will continue to fight for my right to have 24 month spread out as I was with XXXX even if I have to take this to court and present proof of this. I am not willing to refinance. I want the same option I had before coming to XXXX XXXX. I am just now getting caught up with my finances after this new home purchase and can not afford this new rule XXXX XXXX has that XXXX didn't have.
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| 09/14/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
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Web |
Older American |
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The below complaint is against predatory lending practices that disregards all legal norms and laws.
I have never signed any loan with. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Shellpoint company is a part of predatory lending group and I want them to be held responsible for the XXXX-XXXX economy crush by the above bank Back in XXXX when US economy went upside down due to banking unregulated methods ( XXXX XXXX etc ... ) I lost my home and a business. I lost ability to pay my obligations. I owned home on XXXX XXXX XXXX XXXX in XXXX XXXX , FL XXXX financed by XXXX XXXXXXXX XXXX . XXXX XXXXXXXX XXXX took bailout money paid by us taxpayers and walked away laughing. I tried to short sell the home and set up pay-off of the debt. XXXX XXXX XXXX declined 6 short sales and declined to even talk to me about other ways to pay off my loan. Years have passed by and XXXX XXXX XXXX didn't foreclose on me in legal manner ( I believe there is statue of limitation of 5 years in State of Florida ) and sometime later on they sold my loan pennys on a dollar to XXXX XXXX XXXX collection agency. After that agency was sued by small lawyer for wrongdoing they than sold it to present collection agency Shellpoint Mortgage Servicing company. XXXX XXXXXXXX XXXX, XXXX, TX XXXX. Phone XXXX This company is constantly harrasing me with phone calls without message ( mute calls ) and monthly letters threatning me with legal actions. They also, are ruining my credit report. It is over 10 years since I incurred debt that XXXX XXXX XXXX abandoned as all wealthy and company do knowing no one will hound them though they are the one who ruined hard working people like me. I am asking for help as it is mentally draining to wait each month for the same scenario. I live of XXXX social security XXXX thanks to decissions made by our governement but, it is me/us who always paid and pay the price of reckless governing. Sincerely XXXX XXXX XXXX
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| 04/20/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I have repeatedly tried to request new Rez to remove the late from XX/XX/XXXX on my credit report. This was an accurately reported as the system was down when I tried to make my payment at the end of the month which would not have been late. I do that every month with no issues. I have snapshots showing that the system was down yet they are coming back saying that they have no login information for me during that day which is crazy because the system is clearly down and why theres a glitch and them not showing me logged in. I obviously have snapshots showing that the system was down which wouldnt have taken place after the fact because the date on the snapshots indicate the system being down on XXXX XXXX. They keep coming up with excuses why they wont remove it and at minimally I would requested to be done as a courtesy even though out of principle it should be done Ive been a loyal customer and Ive never been late on my payment to them. Is clearly was a system error and I refuse to let this go. I am correct and I am very upset and frustrated that they have negatively reported this on my credit report when I have been a loyal customer and have proven to them with many snapshots that I tried to login and was unsuccessful due to the system error and then going down. Hi again kindly ask that somebody please review this without giving me the response the system wasnt down because it was And remove my late from the credit report as I am trying to refinance my house and this is hurting me to do so I am trying to refinance directly with their company yet they still want to charge me a late. This is ridiculous and an unacceptable and I will not give up fighting this because I was not late nor have I ever been late. Please review this to be removed off my credit report and updated as the payment was made first thing the following morning when the system went back up. Please Remove the late off my credit report from XX/XX/XXXX.
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| 02/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I requested an ACH principal only transaction in the amount of {$16000.00} at my Mortgage Servicer XXXX XXXX. I requested this amount be transferred from my account at XXXX XXXX XXXX. On XX/XX/XXXX, I saw that the payment was returned NSF. I knew there was enough in the account to accept the transaction at XXXX XXXX XXXX. I then called and spoke to customer service about the transaction at XXXX XXXX XXXX. The confirmed that the account did have sufficient funds to accept the transaction. They then searched their records for an ACH during the week of XX/XX/XXXX to XX/XX/XXXX in the amount I requested. They did not find any ACH requests during this time. They suggested that I call XXXX XXXX and get the ACH trace number so they can find what happened to the transaction.
I then called XXXX XXXX, also on XX/XX/XXXX. I explained the situation to them. The Customer Service rep I spoke to said they had no ACH trace number attached to the file, and as such, they would refund the {$15.00} fee they assessed my account. This refund would occur in 3-5 business days.
On XX/XX/XXXX I checked my account to verify the fee had been removed. It had not. I then called XXXX XXXX a second time. I spoke to a Customer Service Agent who told me that there was no trace number. I was then told there was a trace number, but they would not give it to me. Either way, my {$15.00} fee would not be refunded. I told her that their company is required by ACH rules to disclose the trace number so that my bank could research the situation and find out what went wrong. I was told no. there is no way they will give me the information I need to solve this issue.
At this point, I do not believe XXXX XXXX put my ACH request thru and are covering themselves. I have spent over 3 hours on the phone concerning this as well as the time to lodge this complaint. I am requesting the NSF designation be removed from my account and the fee refunded.
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| 01/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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As of XX/XX/2018, or mortgage was transferred from XXXX XXXX XXXX, to Shellpoint Mortgage Services. XXXX S.C.XXXX First of all, we where never informed of such a selling and subsequent transfer, of our mortgage to Shellpoint Mortgage Services . This took place sometime in XX/XX/2018.
Second, ever since our mortgage was transferred, we have noticed many distressing problems, from ; receiving our payments on time. Also our Homeowners Insurance company XXXX XXXX XXXX, made contact with me via email and phone call, informing us Shellpoint had failed to make the homeowners insurance payments. These had to be made in XX/XX/2018. We had no other choice but to provide XXXX XXXX XXXX with our XXXX XXXX Credit Card, and make payment, since it was already way past the allotted time, of payment for our homeowners insurance. Please notice we have these payment in escrow. Therefore there is no reason for Shellpoint not make these payments on time..!
I already have made contact with XXXX County homeowners Real Estate tax account, to make sure the county, has received their Real Estate Taxes on time. We are awaiting for their clarification at this time ...!
Since Shellpoint has not kept up with properly servicing our Mortgage, I have requested many times, ever since XX/XX/2018 for clarification. Every time I would call, there was a very long time being on hold through their Customer Care phone number.
When ever I was able to communicate with their staff, it was someone who had no authority to help with the situation and would take my phone number, to have someone call back with a solution. No one would take the time to call us back, at all. Since the problems just keep mounting, we have decided to file a complaint about this ongoing situation. We truly believe the only way to resolve these, and future issues, with Shellpoint, is to have our mortgage returned to the original mortgage service, through XXXX XXXX XXXX in XXXX, IL.
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| 11/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My uncle passed away and Ive been trying to assume his home since XX/XX/XXXX. Ive been in contact with every department, Ive submitted all the required paperwork and have since been ghosted by the company. I reached out to there assumptions department in regards to the current status and what I need to do next but after multiple attempts I havent heard anything back since XX/XX/XXXX. Ive taken it upon myself to email any and everyone I can with the company ( at this point Ive emailed 14 different people ) and have not had a single response. Every time I call no one knows what the status is and says that the assumptions department doesnt have a phone number and can only be reached via email. My uncles house has been in default since XX/XX/XXXX, I told the company NUMEROUS times via telephone and email that I am willing to pay any and all arrears in full to make the payments up-to-date as long as the title can be transferred to my name. Ive been told I can sell the house ( I dont own the house so Im confused as to how they will let me sell a property that isnt mine ) I was also told that I can do a loan modification ( once again, how can you modify a loan that is not yours?? ) every person I talk to has a different answer. My contract for the assumption was submitted on XX/XX/XXXX, to which I was told was never received so I sent it again XX/XX/XXXX and finally they put it in my file. After speaking with multiple people, fighting this for weeks on end and being pushed off into department after department, I finally spoke with a woman named XXXX XXXX who told me she would be giving me a call on XX/XX/XXXX after investigating the status of the loan and I never received a call, Ive attempted to reach out to her numerous times via telephone and email with no response. Its hard enough to lose a family member, let alone a house during the holiday season. At this point Ive exhausted all my options and still dont have answers.
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| 02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My current mortgage lender is Shellpoint Mortgage. Shellpoint administers an escrow account on my behalf through which real estate taxes are paid.
I am refinancing my home mortgage through a new lender.
I contacted Shellpoint before refinancing to confirm that I could request suspension of real estate tax payments through Shellpoint 's escrow because my new lender would be assuming responsibility for these payments going forward.
Shellpoint representatives confirmed that real estate taxes could be suspended in the manner I requested.
I completed the refinance transaction and my new lender was to pay real estate taxes going forward.
After I completed the refinance paperwork, I was informed by Shellpoint that Shellpoint 's real estate tax payment through the escrow account could not be suspended.
This contradicted previous representations by Shellpoint.
The reason given by Shellpoint for not suspending real estate payments was that Shellpoint works with a third-party escrow administrator. No explanation was provided as to why Shellpoint could not work with the third-party administrator to request suspension of the tax payment.
I spoke to Shellpoint representatives several times after being informed that Shellpoint could not suspend real estate payments. I was told by phone representatives several times that real estate payments could in fact be suspended. I was also told that a " lock '' or " freeze '' had been placed on the account that would suspend the payment.
Shellpoint made the real estate tax payment despite their representations that it would not. I spent several hours on the phone clarifying these issues and the end result was contrary to my initial request.
In addition, once it was determined that both Shellpoint and my new lender had made payments on my real estate taxes, Shellpoint did not provide clear directions or sufficient documentation for me to request a refund on the duplicate tax payment.
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| 03/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been trying for over a year to have my escrow over payment of {$11.00}, XXXX be returned to me. I have called the mortgage servicer ( Shellpoint ) every month and have gotten no where. Each time I call, it is as if they never heard of my problem before. I have documentation of each call. Each call takes at least XXXX minutes and ends with someone ( who call themselves a manager ) will look into it and call me back. No one ever does. I am at the end of my rope and feel that I am at the mercy of the bank who could care less. I am not rich and really need that money to take care of my children. The details-my loan was at the time of the incident through Shellpoint ( this was the third servicer since I got my mortgage ). They paid XXXX county for my property taxes in XX/XX/XXXX through a third party XXXX. The payment got bounced back to XXXX because there was no money due. ( My accountant had already paid the bill through my personal check ). Shortly thereafter, my mortgage was again being transferred to XXXX. Now is where I get different stories from each person. Shellpoint says the money got transferred in XX/XX/XXXX to the new servicer XXXX to account number xxxxxxx ( this is an old account when this loan was previously with XXXX before it got transferred to Shellpoint. That account is closed. My new current account with XXXX is xxxxxxx. I called XXXX ( also every month without help ). They can not find that account anymore and do not have any record of ever receiving any payments to any account of mine. XXXX says they can not help me. I need to know more details about where the money went. So I keep calling shellpoint asking for details about the payment. They say they have to email the request to the payment research department. No one can call them. So every month I ask them to submit a request to research the money. No follow up is ever completed. So now I am stuck. I do not know who to contact to help me.
|
| 10/03/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I bought a property and had a lender. I set up XXXX because I run a rental business and can not focus on paying all my mortgages each month. However, my mortgage got sold to another company. Then I had to setup an account to do autopay. Unfortunately, the company would not let me set up autopay when I was just a few days late on a payment. The whole reason I could not set it up and was late because of the delays in setting up the account. So this was already stressful, like why can I not setup Autopay just because I am slightly late on the payment? Absolute nonsense. So what happened is the next month was an extremely busy and stressful time for me in managing my XXXX businesses. So what happened? My payment was missed because I could not setup the XXXX because I had to wait until the next month ... the whole system seemed to set me up for failure in actually paying my mortgage on time... the lender also did a very poor job in reaching out to me to inform me of the missed payment. They never called and left voicemails. They did send letters via XXXX at a time when they were heavily delayed and losing mail and I also had just moved. This company made no hesitation to report me to the credit bureaus at their earliest convenience after failing to email me or call me... just reaching out via snail mail which never reached me on time. I tried explaining this and pleading to remove this report and they refused. So someone who had an XXXX XXXX XXXX got knocked down to XXXX ... this was devastating as I was unable to refinance on one of my properties. This company has no moral fiber as far as I am concerned and the worst thing is I did not even choose the guys... it was simply sold by my lender without my say so. I know this is how the industry works but when things like this happen it really has major repercussions for the consumer, who is the most vulnerable. Anything you can do to help would be most greatly appreciated.
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| 10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This complaint is related to never having received a response to a request to remove my escrow account from Shellpoint Loan Servicing, and the company 's lack of response to my written request as it required and requested from me.
I have had an account in good standing since the inception of my initial loan payment on this property since XX/XX/XXXX. The loan has been sold and transferred at least 3 times, and now it is with Shellpoint Mortgage. Shellpoint assumed responsibility on this loan in XXXX XXXX. The first mortgage payment that I was required to make to Shellpoint was for the XX/XX/XXXX payment. I continue to have issues with Shellpoint on this payment that was timely submitted, and Shellpoint has failed to rectify its error despite repeated promises, letters, calls, and complaints ( see attached of its promise to fix a problem it has yet to fix ). The 2 pieces of inaccurate information remain on my credit report -- that I had a late payment and that it was current the next month. It should never have been reported, and it should not currently be on my report or any references made to it.
However, this outstanding issue prompting this second complaints relates to the fact that I have not heard from Shellpoint, despite being past the 30 days since I submitted the request and was informed that I would receive a response per the company. Because Shellpoint
has a history of failing to respond to issues submitted to it in writing and on the phone and because I am still waiting for it to rectify its original problem for which it was at fault and acknowledged being at fault, I am filing a complaint concerning my escrow request that it has failed to address. I have tried multiple times to get any issue resolved by Shellpoint to no avail or response from the company. I am good standing and always have been and therefore, I meet every qualification justifying and permitting me to have my escrow account removed.
|
| 03/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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In XXXX of XXXX, NewRez LLC DBA Shellpoint Mortgage acquired servicing rights to my mortgage from XXXX. My county issued a tax bill in XX/XX/XXXX that was due at the end of XX/XX/XXXX. NewRez followed prior experience on the loan and made a payment in XX/XX/XXXX as though it was a semi-annual bill. They paid approximately half of the total amount at that point. Per previous years that were handled by XXXX, that would have put them on target to pay the remainder ( the second semi-annual payment ) in XXXX of XXXX. But, since the county ( XXXX County, MD ) issued the bill as an annual bill, the total amount due was expected by end of XX/XX/XXXX. The remainder of the amount due to the county was issued by NewRez on XX/XX/XXXX, and included penalties imposed by the county. That payment was not posted to XXXX County until XX/XX/XXXX, and included over {$300.00} in penalties. This amount came from my escrow.
Late in XXXX, NewRez did an escrow analysis and determined that I needed to increase my escrow payment by approx $ 385 monthly beginning XX/XX/XXXX to meet the escrow amount needed to pay the bill when it becomes due again in XXXX. This was on top of an analysis that added over $ 100 monthly beginning XX/XX/XXXX.
On XX/XX/XXXX, I called NewRez and asked to speak to someone who could correct this error, and was told that my only path was to email to the servicing group there. I did so. I got an acknowledgement of receipt of inquiry 6 days later with a notice that it can take 30 days to respond. I have gotten nothing from them since, other than to recognize the increased payment due.
They have mishandled my account from the day that they got it. They are not servicing it properly. Their failure to pay my full tax bill resulted in a notice received by me that my property would go to tax sale. Additionally, my federal and state income taxes have been impacted as my real estate tax payment amounts were short in XXXX.
|
| 08/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I applied for a modification and received a letter of approval from Shellpoint mtg dated XX/XX/19 stating 3 trial payments in XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. This is our second home - my husband begins cutting the grass bi- weekly in Late XX/XX/XXXX- he had a serious XXXX XXXX and was not able to do the maintainance for a couple of months - we returned from Vacation to our home after the XX/XX/XXXXand found that someone had changed our locks, emptied our refrigerator and winterized our toilets and sinks - found a sign in sheet dated XX/XX/2019, a vacancy certification and a management co stating g that if this home is not vacant please call - I called the contractor who immediately helped me, the mgmt co told me that Shellpoint had hired them - I sent a demand letter to Shellpoint stating their illegal use of duel tracking according to the regulation x law - my contact immediately told me the lockbox code to obtain my new keys as my own locks had been changed!! I have talked to legal counsel and have all documentation and papers left in my home - my home clearly could never be considered vacant with family photos and furnishings etc. I felt violated that the mortgage company did this with no consideration to even call me prior to their actions - Today o received a letter from my insurance dated XX/XX/2019 that a claim had been filed for some water damage on the deck/ siding - the letter states date of loss as XX/XX/2019 - I did not file this claim as we are aware of this due to extreme amounts of rain and are planning for repairs. - the adjustor stayed that he couldn t talk to me, that he was talking to the foreclosure Dept - I have sent an email to him for any notice or claim in writing from any other party other than me as I obtained the ins. I have spoken to counsel in regard to all of these unethical and illegal aggressive actions taken by Shellpoint mortgage co - No one should ever experience this!
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| 09/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Shell point mortgage has taken over responsibility of my home loan back in XXXX 2019. My loan in the last 12 years has had many different ownership. I had waited to make payment like I normally have done till XXXX when they said they finally got the information transferred over. It was reported that I owed over {$6800.00}. I started to inquire in XXXX to get this fixed. Back and forth I have been calling them waiting a month to get an update. My statement from Di-tech shows I was current as of XXXX XXXX, 2019.
I have been back and forth with trying to get them to fix my account as I am not disputing the total owed on the loan. The amount owed is accurate. I am sure if there was a schedule for someone to look into would find the schedule accurate as well.
I am submitting my statement showing I am current as of XXXX XXXX, 2019. I have already showed the payment history to not be accurate as the statements Shellpoint has shown they have received the payments but refuse to add them into the payments history. History of this complaint can be seen on complaint XXXX.
I guess my last part of my complaint was never answered. I am submitting a financial statement showing the account is current and would like to know why Shellpoint is ignoring the statements? Why is there only the convenience to only take part of the information from the statements, such as documenting the proof of payments, but not the total owing? Why when I showed proof of payments, Shellpoint used a statement to show there is documentation for the payments, but not updated there payment history to also reflect the payments?
I am submitting a statement showing I am current as of XXXX XXXX, 2019. My last response from Shellpoint mortgage company was responded by mortgage statements and was closed. I am not disputing the principle owed on the loan, as this has been followed and is accurate. I am disputing Shellpoint stating I am missing payments.
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| 05/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, My loan was tansferred to Shellpoint Mortage in XXXX of XXXX from XXXX XXXX. The mortage company did not pay my property taxes until XXXX of XXXX and the additional escrow funds in the amount of {$3800.00} seem to have disappeareed between the two lenders. Spellpoint Mortgage sent my home owners insurance payment to XXXX for the entire year. The policy premium was {$4800.00} The payment caused my morgage to inctease by {$300.00} dollars because of the negative escrow balance. In XXXX of XXXX, I called Shellpoint Mortgage to ask what needed to be done to pay my insurance directly to XXXX independently. I was told to write a letter requesting my changes. I wrote the letter and started the direct drafts for my checking account to XXXX. However, when the policy renewed, Shellpoint Mortgage ontined to send payments to XXXX in XXXX of XXXX they sent a check for {$4800.00} which exceeded the amount if my premium. XXXX returned the check and they stated they did not receive the entire amount. On XXXX XXXX, my attorney send a letter to Shellpoint reitterating the things spoken by me. However, Shellpoint sent another check to XXXX on XX/XX/XXXX in the amount of {$3500.00}. Thi casue XXXX to refund payments that we individually dfated from my account to be refunded to me. I had to go through the same procedure of calling both Shellpoint and XXXX to request XXXX refund the check to Shellpoint and reverse the personal paymentsmadae to my premium.
I am truly frustrated with Shellpoint Mortgage and would hope that something could be done to force them to treat me as a valued customer, omplete and escrow analysis, and remove my homeowners insurance premium and PMI off the escrow account as soon as possible.
Your attention and promptness to this matter would be grately appreciated. In a time of COVID-19, I am definiitely ocusing on maintaining without additional stress added to inpact me and my family.
Best regards
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| 07/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was put in a forbearance plan from Covid/19 by ShellPoint and was promised for the loan to continue by them because I am XXXX impaired, and could not answer the phone. I was informed that I would not have to call back till the 18 month would expire and at that point I would do a loan modification. At the 3 month period, after having no knowledge of ShellPoint, they moved me into forclosure without any communication, no letters, no certified letters, but only called me going against the ADA act knowing I am deaf/hearing impared. They are violating the Fair Credit Reporting Rights because I am hearing impaired, my ADA rights have been violated as well because of the inaccurate reporting of Shellpoint on my report. I have not been able to get a loan because they have reported me late on my last XXXX payments. I have spent hours trying to fix this with Shellpoint. My Aunt, who has spoken with ShellPoint multiple times has recorded messages of them admitting their fault and telling that they will fix my credit that they ruined and after speaking to the last ShellPoint manager, they declined fixing the issues they did against my credit so i can move forward to get a loan. ShellPoint sent me proof that I made my payments, but declined to admit that i was in a loan modification and forbearance after all the proof I have. I have recently sold my home, because of the fear of them putting it in foreclosure again. Now because of ShellPoints error, I can not get a loan to get another home due to ShellPoints errors. I DO NOT HAVE A HOME, AND I TAKE CARE OF MY XXXX XXXX XXXX GRANDMOTHER. If you need any proof of letters, bank statements and recorded phone calls proving they apologized for their errors and would fix it and make it right on my credit and proof that I was in a loan modification and forbearance plan feel free to contact me. PLEASE HELP ME! I DON'T WANT TO BE HOMELESS, LIVING ON THE STREETS WITH MY GRANDMOTHER.
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| 03/07/2023 |
Yes |
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- Incorrect information on your report
- Public record information inaccurate
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Web |
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Shellpoint/New Penn Financial is suing me for foreclosure and saying they own my mortgage and my note- they do not state that they are suing on behalf of XXXX XXXX as they have previously stated here that they are mere servicers for XXXX XXXX XXXX Which is it? In this forum they say the have responded to my complaint saying they are only servicing my loan yet in Supreme Court of the State of New York XXXX XXXX they say they own my note and mortgage and it was delivered by collateral possession. Someone committed a crime here and it wasn't me yet I have continued to be harmed and I continue to suffer and the CFPB which is supposed to protect me has done nothing. This is my 4th and final attempt to get you to do something - I will be including this agency in my next lawsuit which will be filed in Federal court. Also enclosing a copy to the OCC and the FTC. Shellpoint sued me XX/XX/2015 and as of this date they have yet to be awarded summary judgement or possession. If they have not been able to prove their case in 8 years then there is probably a good reason- and I would call it fraud. THEY ARE DEBT COLLECTORS and therefore should not be initiating cases in County Court nor should they be filing false documents with the County Clerk as they did with two fabricated mortgage assignments stating FOR VALUE RECEIVED and trying to lead the court to believe they are the owner of the note all while telling you they aren't. I would like a straight answer from them- are they the owner of my note and mortgage or is XXXX XXXX - and if the answer is again XXXX XXXX then I would like an answer as to why they are suing me for summary judgment on behalf of themselves and not XXXX XXXX. I have already uploaded the summons and complaint but I will do so again so someone can explain to me why the true owner is concealed or am I supposed to believe it is New Penn Financial. I AM DEMANDING TRANSPARENCY and all i get is concealment.
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| 01/03/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/XXXX my Newrez/ Shellpoint mortgage account number XXXX was refinanced. On XX/XX/XXXX my refinancing company, the closing agent, sent full payment of {$190000.00} to pay off my loan with Newrez/Shellpoint. Two weeks later Newrez/Shellpoint sent me my escrow check so I thought everything was well. A couple of days later I started to receive mails that I was late on my mortgage mind you I have never been late. I contacted new Newrez/Shellpoint and their representatives told me that my loan was paid in full and that all was well. However the mails about missed payment kept coming. I call Newrez/Shellpoint again and they said maybe that mail was sent before the loan was marked pay off. Now the mails did not stop now they reported miss payments to the credit bureaus decreasing my credit score dramatically down 101 points. I called newrez and the representative then told me well I see your account pay off but they charged you a late fee of {$35.00}, then she said Ill transfer you to another department. Once transferred I spoke to a man, name XXXX. He looked into it and said he filed a dispute about the false reporting and instructed me to email CBR dispute about the situation and that they would fix it. He also advised me to file a dispute with the credit bureaus which I did. 3 weeks later Newrez reported my account as closed to XXXX however with a balance of {$190000.00}. They also reported that false information to XXXX. I have proof of the wire transfer to Newrez on XX/XX/XXXX paying off my loan in full. However they keep reporting these false reporting to my credit and ruining my good credit scrore that I have worked hard to keep. When I call them they say one thing and then they report these false report to the bureaus. I also have proof of emails that I have sent to Newrez with no response. I do not know why they are reporting these false reporting of late payments when My account was paid in full.
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| 01/23/2023 |
Yes |
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- Trouble during payment process
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Web |
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This is my XXXX complaint filed against XXXX. On XX/XX/XXXX my mortgage was transferred to affiliate company Shellpoint. Since the transfer date, it has been very difficult for payments sent and confirmed they were sent by HAF to be transferred to Shellpoint. These XXXX companies are connected and any correspondence is easily relayed regarding these complaints. However payments being transferred is a different story! According to XXXX both XXXX XXXX payments were sent to XXXX both on the first of each month. I have sent in an escalation to HAF in regards to missing payments in XXXX. I was notified that Shellpoint received XXXX payment from XXXX on XX/XX/XXXX and was in the process of posting it. They never posted the payment until XX/XX/XXXX. When a payment was posted and applied to XXXX. I am still unsure if this was a transfer payment sent to XXXX for XXXX or a current payment sent to Shellpoint for XXXX. Shellpoint Customer service is unsure?? According to Shellpoint customer service they state their hands are tied as to where XXXX payment is and when it will be transferred and also XXXX payment. They confirmed they have escalated this issue to XXXX as to missing payments not being transferred and advised it can take up to 60 days for everything to smooth out and payments being posted. It has been over 60 days and Im now receiving a threatening letter from Shellpoint for foreclosure if not paid by XX/XX/XXXX. This is unreal as it was not an issue to post these payments prior, they may have been posted late towards the end of the month but were eventually posted with no issue. Now that they transferred mortgage to there affiliate company ( due to me being on XXXX assistance ) they have lost the payments and no one in both companies can find. Not only will I be filing this complaint, I will also be filing a complaint with The Department of Treasury, for misuse of funds, the XXXX and also my State Senator!
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| 01/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez LLC should not be in the loan servicing business. At best, they do not have the systems in place to provide even basic mortgage servicing, at worst, they are actively predatory.
They purchased our loan several years ago, and we have had nothing but trouble since. This month was particularly egregious. We received a letter from our homeowner 's insurance this week stating that they had not received payment since at least XX/XX/2021 and our insurance coverage ended in mid XXXX because NewRez had not paid them. It is now XXXX, so we were unknowingly without home insurance for half of XXXX, all of XXXX, and now half of XXXX. We contacted NewRez to find out why they had not paid, as we have an impound account with them and they are responsible for paying our homeowners insurance from it. It took transferring to several people before they agreed that yes, they were supposed to be paying our homeowners insurance and hadn't. They promised to cut a check that day and overnight it to XXXX, as XXXX was going to terminate us as a customer permanently if they didn't receive a payment within a week.
That was Wednesday, XX/XX/XXXX. We called again today, Friday, XX/XX/XXXX to confirm it had been done, and it had not.
Last year, we had a similar problem, but the opposite. We were up to date on our home owner 's insurance, but every month, NewRez would send us a threatening letter, telling us that we were without insurance and if we didn't pay them immediately, they would purchase a new and very expensive policy from some unknown insurance company on our behalf. Each month, I called NewRez to say that we were up to date with our insurance. They would call my insurance agent, find out that we were, and apologize, saying they would correct our records, and yet, it happened month after month. I had to contact them repeatedly, on the phone and through the mail, for months before they finally stopped harassing us.
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| 11/12/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I want to request a cease and desist order on shellpoint mortgage and XXXX, XXXX and XXXX for violations of the CARES ACT protections.
Shellpoint Mortgage is my mortgage lender # XXXX I am in an active approved forbearance under the CARES ACT.
XXXX, XXXX, and XXXX credit agencies are reporting various balance increases on my Shellpoint mortgage, removing the items and re-entering different balance increases.
Each of these entries results in an increase in my XXXX score and a change in my debt to income ratio. This behavior is a direct violation of the CARES ACT of 2020.
The result is my credit report says I am increasing an existing line of credit by {$12000.00} during a pandemic and while I am looking for employment.
Shellpoint Mortgage suggested that I write a letter to the credit bureaus to correct the incorrect entries.
The credit bureaus are non responsive and suggest I file an investigation which will allow Shellpoint Mortgage 30 days to remove any derogatory items from my report. Shellpoint responded that they are not making the entries.
I am actively seeking work and my credit report is used as a reference to my character!
This can not wait 30 days!
I am asking for all credit bureaus to be forced to adhere to the CARES ACT provision of not reporting anything concerning a clients participation in the forbearance program.
NOTE : They are not saying that I am 30 days or 60 days late they are saying that I am increasing my balance by the amount of the forberrance which has been input in the amounts of {$4200.00} and {$12000.00} which are substantial amounts of increases in a persons credit or debt and they are reducing my credit score as a result!
I am trying to gain suitable employment and these acts are irectly impacting my ability to do so. This is what Congress intended to avoid with the stipulation that no negative credit reporting will occur if I was approved for this program.
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| 05/04/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On Friday XX/XX/XXXX, NewRez LLC was notified in writing via the online account contact feature on its website that I had previously made numerous attempts between XXXX and XXXX of XXXX to contact my previous loan servicer, XXXX XXXX, regarding the cancellation of my escrow account. On XX/XX/XXXX, NewRez replied to my request, and directed me to submit a formal request in writing which contained my signature. On XX/XX/XXXX, I submitted a signed, written statement to comply with their request. As of XXXX XXXX, I have not received any communication from them regarding the matter.
As of XX/XX/XXXX, I became a XXXX and XXXX XXXX veteran. In the Commonwealth of Pennsylvania, under Title 51, Chapter 89 Section 8902, any XXXX veteran who has been determined to be XXXX % XXXX and XXXX XXXX due to military service during war or armed conflict, is considered exempt from all property taxes. I informed NewRez LLC previously that I had completed all the necessary paperwork and filing requests with the Commonwealth of Pennsylvania, XXXX County Board of Assessments, and XXXX XXXX XXXX, and provided a copy of the property tax exemption certificate. I then requested cancellation of my escrow account, along with a refund of all funds that had accrued within the escrow account.
On XX/XX/XXXX, NewRez LLC proceeded to disperse {$1100.00} from my escrow account to the XXXX XXXX XXXX, despite my previous directives and requests. Because of my property tax exemption under the laws of the Commonwealth of Pennsylvania, the XXXX XXXX XXXX was not entitled to that payment.
After several formal written requests, NewRez LLC has taken no action pertaining to to my previous requests regarding the cancellation and full refund of my escrow account. NewRez LLC has failed to both reply and comply with my requests, and have violated my rights under Tile 12 U.S. Code 2605 Subsection ( e ) and have caused irreversible damage to me.
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| 03/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I originally closed on my condominium in XX/XX/XXXX. Approximately in XX/XX/XXXX my mortgage was sold to a company, XXXX XXXX. Since my mortgage has been sold we have been running into numerous issues resulting in lender mandated fees which wont come off and increasing our monthly payments by {$500.00}!
In XX/XX/XXXX we received a letter requesting our insurance increase to {$250000.00} coverage.
In XX/XX/XXXX I changed banking account information and it took two weeks to have my banking information updated. While attempting to update my account I noticed my monthly payments were going to be increased by {$500.00} due to a lender placed fee for flood insurance. I called an explained that I am on the 4th flood so Im not within flood level. The company then requested my building flood policy. I submitted XX/XX/XXXX. I called the company either XX/XX/XXXX or XX/XX/XXXX and they havent reviewed or processed my documents yet and I was requested to call back AGAIN. I called back on XX/XX/XXXX and the mortgage company confirmed they have the master flood policy but are now requesting a previous building flood policy along with a building hazard policy and refuse to remove the lender placed fee even though they never informed me of these requested documents. I requested AGAIN to have the lender placed fee removed as I wasnt told of these documents and my mortgage with additional {$500.00} of payment is due within 10 days ( XX/XX/XXXX ). The representative said she couldnt do anything but did inform me that they overcharged me for the previous escrow due to my insurance company and will be refunding me money but couldnt tell me how or when. This company is targeting customers and making a practice of continuously over charging customers and not providing information and appropriate customer service to facilitate quick solutions. Home owners shouldnt have to beg not to get over charged on their mortgage!
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| 07/07/2018 |
No |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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After Hurricane Irma we applied for disaster-relief mortgage forbearance with our Loan Servicer, XXXX XXXXXXXX XXXX. This was approved in XXXX and we had an agreement where we would make 3 payments for XXXX, XXXX and XXXX and they would process a loan modification.
In XX/XX/XXXX the servicing of our loan transferred to Shellpoint Mortgage Servicing and I was told by both XXXX and Shellpoint that the terms of the forbearance agreement would be honored and that no negative information would be sent to credit bureaus for 90 days while the loan was being transferred. It has taken a long time, but I was told last week that Shellpoint finally had the information that they needed. I have been receiving Default Notices and was told by Shellpoint that these were automated, don't worry as we're still in that 90-day window and this will all get resolved shortly, I've continued to make all the payments as agreed previously each month.
I checked my credit report yesterday and Shellpoint has been reporting since XXXX that I am over 6 months behind on my payments causing a XXXX-point drop on my score and my wife 's score. My wife is going to College for a XXXX degree and we can't get a loan because of this mistake. I called Shellpoint yesterday and was told that I'm late and I owe the money. I tried for 30 minutes to explain the situation but the agent I spoke to just didn't want to listen and wasn't concerned. The call ended with her telling me I can try to escalate, but I need to repay the money because I'm behind. I am NOT behind, I am in deferment as agreed and I need this resolving ASAP.
What worries me greatly too is I was told by my single point of contact that I'm not the only person who's in a deferment and had their loan servicing transferred. That means there are other people out here who are having their lives destroyed by having derogatory information incorrectly posted to their credit report.
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| 12/31/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan servicing company gave me a payoff ( see attachment XXXX XXXX for XXXX, XXXX, XXXX with the projected payoff date of XX/XX/XXXX in the amount off {$800.00}. This is total amount of interest, {$12.00}, fees of {$720.00} XXXX break-down {$210.00} in XXXX XXXX, {$490.00} in XXXX, {$6.00} XXXX pres ), $ XXXX. and release fee of {$68.00} totaling {$800.00} which I paid please see attachment bank statement showing the withdrawal from my bank on XXXX XXXX in the amount of {$800.00} I have made repeated attempts to pay off my home, after making the above requested payoff I find addition fees with now having a additional payoff amount ( see attachment ) being {$240.00} with the principal balance {$0.00} interest {$0.00} fees {$170.00}, release fee {$68.00} ( the math is wrong ) ( see attached payoff dated XXXX XXXX ) I then call to inquire why, never really getting a satisfying response I paid the {$0.00} for the principal balance with the customer service by XXXX ACH PMT of {$1.00} then was later reversed leaving me with a principal balance off {$0.00}, but I also had my bank pay {$1.00} please see attachment, but I still have a principal balance of {$0.00}.
These fees are fraudulent, and unsubstantiated after repeated requested to provide proof of fees, I was never provided proof and was told they didn't have too, and XXXX time I was told the fees included a abandoned property fee XXXX, {$250.00} paid to the city of XXXX, after talking to the city and proving that never happen it was then change to winterization fee, also never happen. The XXXX inspection report dated XX/XX/XXXX shows a fee of onl {$18.00} inspection, the inspector states it was only a visual inspection with no walk-thur completed and signs of rehab, I had a house fire XX/XX/XXXX and my Mortgage company took advantage of me then and continue to do so. I paid these fraudulent fees and still after paying new ones come right back.
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| 05/20/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My son purchase a home 3 1/2 years ago. At some point New Res LLC took over the mortgage. In XX/XX/XXXX my son wanted to refinance the mortgage as the rates were lower. Since he was furloughed from work due to Covid-19 my husband and & were to cosign the loan. The paper work was submitted on XX/XX/XXXX. We were assigned a senior mortgage consultant who requested certain information which we supplied. On XX/XX/XXXX I contacted the consultant as to the status of the application and was advised the processors were very busy. I again contacted her on XX/XX/XXXX and received the same reply. On XX/XX/XXXX, we received an email that the loan application was conditionally approved. We had a new consultant and a new processor. They now asked for many additional documents. As we own multiple properties and vacant land the documentation list was outrageous. Nothing we own has a mortgage, we have no debt. The amount my son is looking to refinance is less than the value of our primary home. The company is looking for insurance on vacant land. This has become a nightmare. We provided some documentation. Our dividends and bank accounts can more than cover the refinanced amount. On XX/XX/XXXX, I contacted the processor who needed more information and the new XXXX tax return, plus things we already submitted.
On XX/XX/XXXX we send additional information. On XX/XX/XXXX, I again sent an email & telephone call to the processor who said delay due to high volume. On XXXX same answer. On XX/XX/XXXX we received a Loan Commitment & Property Inspection Waiver disclosure to sign which we did and returned to the processor. Since then on XX/XX/XXXX & XX/XX/XXXX I contact the processor but receive no answer. This is totally unacceptable. this company needs to be investigated. Because we have assets we have been scrutinized to such an extreme level for everything we own. No refinancing should every take this long to complete.
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| 06/23/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My lender, New Penn Financial LLC / Shellpoint placed forced insurance coverage on my property improperly. I have maintained insurance coverage for my condo ( XXXX and exterior building policies ) for the duration of my ownership beginning in XXXX XXXX.
The lender placed coverage on XXXX XXXX, XXXX for a period dating back to XX/XX/XXXX. I did not receive any formal notice of them placing coverage. Upon discovering the amount on my monthly statement of {$1100.00} as an escrow balance, I contacted them and provided sufficient information of coverage, which led to a partial refund. Over the past year I have tried several attempts to get them to refund the full amount for the coverage period they specified. I have been given various email addresses and fax numbers by various customer service representatives, and none of that has resulted in the full refund being issued. Again, I have sufficient coverage for the time period they reference and have submitted it to them several times to no avail.
To summarize, they force placed coverage when I had existing coverage for a backdated period, did not request any proof of insurance from me prior to doing so, and did not provide any notice in writing that coverage would be placed. They have thus far refused to issue the rest of my refund. My latest attempt to resolve this issue was by phone on XXXX XXXX, XXXX in which a customer service representative assured me that she had spoken to an " insurance department member '' and they assured me that it would be refunded. When I asked for a specific name and title of the " insurance member '', for future reference which she refused to provide. The representative would only state that any member of the insurance department could help me in the future, and that it would in fact be refunded.
I am strongly considering legal action at this point, and would very much like your assistance in resolving this matter.
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| 08/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Sir : I am writing to you out of desperation. On XXXX of this year, the company XXXX, the company name for Shell Point Mortgage purchased my mortgage from now defunct XXXX. The only problem is that I was not informed of the change until XXXX. I received my formal welcome in XXXX after one employee did admit that there were multiple issues with the welcome letters due to the volume of now mortgages. I made my payment on time to XXXX in XXXX and proved to Shell Point with a bank receipt that I did so.Shell Point is insisting that XXXX send it back but can provide no proof that they did. Instead they are forcing me to provide multiple month statements of my bank records as if I did something wrong. I do not have anything to hide but I do believe that my privacy overrules the companies lack of evidence and acting like a bully. I am not applying for a mortgage but the company is insisting that I must provide more information. In the months that followed, My credit rating was demolished and attempts to purchase other rental properties were unsuccessful due to my new low rating. I made multiple attempts to contact XXXX XXXX with both phone calls and emails and the results were not positive. Multiple robocalls, with some on vacation even though I did not release my phone and in XXXX instance I was threatened by a by a XXXX XXXX to hold my credit rating hostage until I provide this information.I sent an email pleading that I am not a litigious person and wished to only to correct my credit rating and ask for a copy of the receipt from XXXX showing that they returned my XXXX payment. I have talked to two different lawyers that all agree that your company is treating me unfairly but that the legal costs would out-way correcting this issue. My request is simple, could they please review their company 's actions, send a copy of the returned payment from XXXX, and repair my credit rating.I am at my end
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| 01/29/2024 |
Yes |
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- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
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I have been working with a HUD counseling agent who has been present with all phone conversation with mortgage management company Shellpoint since XX/XX/XXXX to arrange for an extension on an existing forbearance.
On that call we spoke with customer service representative XXXX XXXX after failing to reach my assigned case XXXX XXXX XXXX directly. We were advised to call no later than XX/XX/XXXX to ensure that a forbearance extension request was honored.
On Wednesday, XX/XX/XXXX I contacted Shellpoint again with my HUD counseling agent. This time we spoke with XXXX XXXX agent id # XXXX after again failing to reach XXXX XXXX on their direct extension. They placed the request for forbearance extension and advised us that I should receive an answer from XXXX XXXX via email or formal letter of status of forbearance extension we should wait to call again after XX/XX/XXXX.
Today is Monday, XX/XX/XXXX and again had a conference call with my HUD XXXX with Shellpoint to check on the status of my forbearance since I had only received one letter dated for XX/XX/XXXX that did not include a forbearance extension as one of my solutions. My hardship has not changed and I am still unemployed and can not move forward with anything other than a forbearance. Again we were unable to directly contact XXXX XXXX and spoke to agent XXXX XXXX who also failed to reach XXXX XXXX multiple times. They placed an escalation on my request and were told that an answer would be provided in 3 business days and to contact them again on Friday, XX/XX/XXXX. I am concerned because previous conversations that my forbearance would end on XX/XX/XXXX. My assigned agent has not contacted in quiet a long time and they have contacted me on at least XXXX different emails and has refused to communicate several times unless I included their Loss Mitigation team making it very hard to have a consistent and reliable form of communication.
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| 06/25/2020 |
Yes |
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Web |
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I had a Mortgage with XXXX XXXX. for a property that was sold and approved by XXXX as a short sale in XX/XX/XXXX. This property had a successful closing and the XXXX XXXX was paid and satisfied.
Now @ XX/XX/XXXX the paid and satisfied loan was transferred to Shellpoint Mortgage from XXXX as an open unpaid Mortgage Loan.
I have contacted Shellpoint Mortgage on a daily basis via their customer service phone number and also their loan servicing e-mail. I have been on hold hours at a time with representatives that have not been experienced in any loan assistance.
I have provided supporting documents of the closing of the loan to XXXX as directed by the representatives.
I have not received a response and this matter urgent matter continues to be unresolved.
This is negatively impacting my credit, housing lease abilities and/or ability to request any financial loan or credit. Including my credit decreased on credit cards unfairly.
Please see the below e-mail also sent from the attorney who completed the closing of the property : My office represented Ms. XXXX XXXX in the short sale of the above property, which CLOSED successfully with XXXX, the prior servicer, back in XX/XX/XXXX. MsXXXX XXXX has not owned this property, nor been responsible for this mortgage debt since our closing date of XX/XX/XXXX.
I have attached not only the Satisfaction of Said mortgage, received from XXXX in XXXX, but also all closing documents and proof of wire sent to XXXX after closing.
Ms. XXXX is copied on this email with her real estate agent. I am seeking written confirmation be sent to myself, or Ms. XXXX directly, confirming this loan has been satisfied and she owes your company no money for said mortgage.
Please respond as soon as possible.
Thank you XXXX XXXX XXXX, XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX & XXXX XXXX, NJ XXXX Office : XXXX Cell : XXXX Fax : XXXX XXXX XXXX
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| 03/20/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt is not yours
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|
Web |
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XX/XX/XXXX through XX/XX/XXXX I requested NewRez LLC d/b/a Shellpoint Mortgage Servicing closed the fraud account and remove their negative information from my credit report. In XXXX and XXXX I filed complaint with CFPB about the fraud account, NewRez LLC d/b/a Shellpoint Mortgage Servicing send me Note and Mortgage for the fraud account. I mail the identity theft affidavit, my id they did not closed account.
On XX/XX/XXXX I requested all records relating to the fraudulent ( Loan Number XXXX f/k/a XXXX, original account # XXXX with FHA Case # XXXX for Original Owner : XXXX XXXX XXXX XXXX for {$160000.00} for property XXXX XXXX XXXX and/or XXXX XXXX XXXX XXXX NY XXXX ), including : Application records, Uniform Residential Loan Application with HUD/VA Addendum, Settlement Statement, HUD1 and Addendum to HUD-1 Settlement statement, Escrow Account Acknowledgment, Loan Agreement, FHA Case Details, Direct Endorsement Approval a HUD/FHA- Insured Mortgage, Insurance Application for FHA Case, Loan Funding Request Form , Mortgagors Letter of Completion , Post Endorsement Technical , Review Underwriting Report, Final Release Notice, Accounting for funds, Loan information type of loan, property address, Final Release Notice, Payment ledgers, CHUMS/Closeout Screen, XXXX XXXX XXXXXXXX XXXX Mortgagors Letter of Completion , and/or screen prints of internet/phone applications Statements/invoices Payment/charge slips Investigators summary Delivery addresses All records of phone numbers used to activate or access the account XXXX Any other documents associated with the account Please send these records to me at the above address. Shellpoint sent me a letter dated XX/XX/XXXX Due to complex nature of the matter they request more time. As of today I did not received what I requested and the fraud account is still open and they continue to report to the credit companies I'm in default for the fraud account.
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| 10/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Private mortgage insurance (PMI)
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|
Web |
Servicemember |
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On or about XXXX i called in and requested the company review my current loan to value and eliminate PMI from my loan. I have made over XXXX in XXXX to the home and the value has gone up greatly. I was told they would review it and get back to me. I received a letter asking for the request to be in writing. They asked that I include the XXXX that have been made, cost of XXXX, and the dates ( although any improvement is obviously since i purchased the property ) and a check for {$190.00} for the XXXX. I wrote a letter that same day providing the work done, cost, and the date of the remodel. All work was done by a licensed XXXX. I followed up on the letter by phone and they asked me to resubmit the work details to include specific dates for each item ( start/ end date ) in a specific format that is a spreadsheet or they will not consider the request. Again the request must be in writing, certified letter, online or fax not allowed. I spoke with them again and tried to escalate and was put on death hold. I contacted them to day and they have again refused to visit my request.
This is not only costing me money from them every month, but it is delaying a new roof and solar panels I have planned. The company i plan on using to finance the panels and roof will not go behind a loan with PMI. This is costing me about XXXX a month. I have worked with this company prior and have never had an issue. They are stating the " investor '' sets the requirements for what they need to see in order to initiate a PMI removal. I tried to explain that their company policy does not supersede Federal Law, but I dont think they care. I am familiar with the law and they have not sent out any of the required PMI disclosures either. I also note that a number of the other disclosures were missing information. I have not received any notice that my request was approved or denied in the required time frame as well.
|
| 04/26/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
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On XX/XX/2022 I came out of forbearance with my mortgage company Shellpoint Mortgage and went to a modification plan that was on trial till XX/XX/2022 and was finalized with new payment due on XX/XX/2022. Per the C.A.R.E.S act a mortgage company is to not report delinquent accounts or past due amounts unless the mortgage was past due prior to forbearance. I was not delinquent prior to forbearance. I was entered into forbearance as a result of COVID and had a total of $ XXXX roughly that was on forbearance. Shellpoint mortgage has illegally reported me as XXXX, XXXX, 90 days past due from XXXX XXXX XXXX on 2 of my 3 credit reports of the $ XXXX which they are not legally obligated to do. I have tried to get in touch with them and they fail to answer me back, they push me from department to department and refuse to review my mortgage and also refuse to admit they reported it illegally and will not remove it. This has dropped my credit score a bit over XXXX points. I also have contacted a CARES act lawyer who is not answering back, I have filed a dispute with XXXX and no one is answering my dispute now at XXXX or at Shellpoint. I have not been able to get ahold of XXXX, they will not answer the phone, my emails. Then in XX/XX/2022 ( just 1 week ago ) I pulled my XXXX credit report and now they reported me past due in XXXX on XXXX but never reported prior months. I am not past due and have the proof that I am paying on time. I have tried to get the loss mitigation department and specific representatives at Shellpoint to answer me why on this XXXX reporting of past due and they state they don't show they did that, but yet my credit report reflects that they did. They have illegally reported me past due and I have all the proof of the CARES act, the proof that I have made payments on time and per their request. All of which I submitted to Shellpoint but they refuse to do anything about it.
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| 07/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
Older American |
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I had my mortgage with XXXX since XXXX. In XXXX I lost my job as a XXXX. I asked XXXX to give me a short term loan to cover property taxes until I could sell a property I owned. They said no. Even though I was a long term good customer. I borrowed the money on line, Paid the taxes, but they raised my monthly payment and turned my loan over to Shellpoint, a collection agency. When I lost my job again in XXXX, I missed 5 payments. I notified them that I had sold the property and closed for cash on XX/XX/XXXX. When the check cleared. I sent Shellpoint {$10.00}, then {$10000.00} and another {$10000.00}. I calculated I owed {$2100.00} x 5 and {$100.00} x 5 for penalties plus the {$5200.00} for the first payment of taxes. I later paid the second payment of {$4200.00} myself. I have been trying to right my account. The last modification Shellpoint sent me was for {$2200.00} for 40 years. That would come to {$1.00} XXXX. Plus a prepayment of over {$24000.00}. Paying the previous payment would be {$380000.00} plus taxes about {$150000.00} total {$530000.00}. They have funds of mine on hold. Not in escrow, for over {$20000.00}. They refuse to release them and apply the money to my mortgage. They also have not sent me an IRS form so I can deduct the amount and file my taxes. They have threatened me twice with foreclosure even though I have paid over {$70000.00} and can prove it.they have reported to the credit bureau that I havent paid in 229 days when I have paid them 4 payments of as Shellpoint requested when XXXX contacted them earlier this year. I requested a written explanation of the extra amounts they are demanding. I also requested of XXXX XXXX that I be sent the IRS form 2 weeks ago and have received nothing. I am XXXX XXXX XXXX and on Social Security. I would like this resolved. I feel like they just want to take my house which is niw worth around {$490000.00} or more. Please help me.
|
| 01/12/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
Older American |
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I was told in XXXX of 2021 that I had been approved for a loan modification which stated that I had to make 6 months payments on time to enter into a modification which I did and was approved for a modification. After I return signed notarized copys they said Id be sent my copy of the signed and notarized copy. I still havent received my copy. I talked to them numerous times and everyone I called and request my copy said theyd send and they never did. I was not informed ever about them changing my mortgage note from 30 to 40 years and I couldnt get anyone to return my call with my questions. Every time I call they say Im behind on my payments. Ive explained numerous times to every rep that I never would have been approved for modification if I was truly behind. Newrez continues to report to all the credit bureaus that Im late and behind months on my payments which is false and is destroying my credit score. Due to Covid and the death of my wife and me being disabled on strong pain medication Ive been extremely stressed out. How unprofessional not to address my questions and concerns. I suspect it is being done deliberately to keep me locked in at my 4.5 % which they benefit approximately {$3000.00} a year on each 1.0 % interest on my {$300000.00} mortgage for the next 40 years. I thought there federal protections in place to stop this kind of treatment of people, especially since Im a XXXX XXXX XXXX XXXX, widowed man. I will continue to protest my treatment. Hopefully I dont need to get a lawyer to get any help from anyone government or Newrez. Still waiting for proof that my modification was approved with either a letter or an email. All I have is my word of what Ive been told. From this point forward Ill be recording any phone conversations I have with Newrez to prove Im being messed with. Shame on you Newrez saying youre trying to help me. Sincerely XXXX XXXX XXXX XXXX XXXX XXXX
|
| 02/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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i had a mortgage with XXXX XXXX and was in the process of finishing up paperwork on a loan modification. All was set then i get a letter saying my mortgage was sold to a new company Shellpoint. This is where the issues started. I was accused of not completing the loan modification payments to XXXX XXXX when i did the whole process and was just waiting on the new payments to start. Now shellpoint is next to impossible to get a hold of so i was assigned a point person who i was never able to speak with. I left at least four to five voicemails for my point person but never received a call back. I finally spoke with my point person after i had to track her down because they sent a new mortgage for me to sign with no call or email of any kind it just showed up at my house and was way more than i had agreed to with XXXX XXXX. My point person said they would look into and confirmed my phone and email saying she would email me and reach out the next day. That was XX/XX/23, as of XX/XX/23 i still had not received a call or email. I called my point person again and by miracle she answered. asked why i never got a single return call and she said she did call and i asked what number and she gave a number i never heard of. I told her look at her notes we confirmed the right phone number and email on XX/XX/23 conversation. She had no explanation and i asked for a supervisor who was little help and said someone would call me back today XX/XX/23. I have been dealing with this for almost 4 and half months now. So now i have to sign the loan modification that I can't afford or pay {$22000.00} to bring my loan current as it was on deferment during the pandemic for 12 months. so, I am a single father of two teen daughters. The communication and explanations have been absolutely horrible. Almost 21 years in the house and only two prior mortgage companies and this is the first issues i have ever had.
|
| 12/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We believe we are entitled to a refund due to being overcharged through the improper interest rate, starting on XX/XX/XXXX. In the Rate Improvement Addendum to the Note our original interest rate of 5.5 % had an automatic reduction to 5.125 % interest rate starting on XX/XX/XXXX. We believe all the conditions to the rate reduction have been met, and automatic reduction should have started on XX/XX/XXXX.
By our calculations, we overpaid on our mortgage by {$1100.00}. We hope they can re-calculate the amount we are owed from XX/XX/XXXX when our rate was not automatically dropped from 5.5 % to 5.125 %, make the necessary adjustment, and process the refund.
Our total loan payoff amount as of XX/XX/XXXX is {$1100.00} and we would like to reconcile the account with the amount owed to us ( {$1100.00} ).
We made several attempts ( 4 ) to mitigate the issue through NewRez customer service phone number, making the request to review the mortgage contract, notes and addendum and look into the issue of Automatic Rate Reduction not being processed. After following up on our complaint and a request for review of the automatic date drop with their research department we made on XX/XX/XXXX ( request was made with XXXX XXXX ) ; we were told that someone in their customer service made a mistake when filing the request. We made another request for the review and a complaint on XX/XX/XXXX ( with XXXX and her supervisor XXXX XXXX who now expedited our request. When I followed up on XX/XX/XXXX ( XXXX XXXX ) I was told, again, that the customer service made a mistake when filing the request. At this point we made the request again for the research department to check on the mistake, and filed a complaint.
After failed attempts to get resolution through customer service phone number, we decided to send a qualified written notice of error to NewRez. We sent this letter by certified mail on XXXX.
|
| 03/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I was called by a man, named XXXX XXXX, claiming that if I wanted to save my property I needed to make XXXX payments that day, which was XX/XX/. He had me get a XXXX postal money order and overnight it to their lawyer in Florida, and this was to stop foreclosure proceedings. After making this initial payment, I was skeptical so I called the XXXX number on my mortgage paperwork and they couldnt verify that he worked for the company, Shellpoint. I texted this man and asked him why he was scamming me. He immediately called me and said this was not a scam. He then proceeded to ask me if I wanted him to call me from the XXXX number and I said yes. He called me from the same XXXX number that I used to call my mortgage company. He called me again on Friday, XXXX XXXX XXXX to give me a confirmation number for my payment. He also called again on Monday, XX/XX/ to say that they were going to do a loan modification and reduce my payments to {$720.00} and lowered the interest to 2 %. Then he asked when I could make my first payment. I told him the XXXX because that was my next payday. I got my income tax refund back before then so I thought I would make my payment early. I called XXXX XXXX, because he told me that he was my new point of contact person, and again made my payment the same way. Postal money order, to the lawyer, XXXX XXXX XXXX XXXX, overnight. It cost me over {$100.00} just to send payment this way. I have all text messages and receipts for these transactions. He called me again after this payment to give me another confirmation number. Im supposed to make 2 more payments this way. I received a new statement from my mortgage company and none of the payments were applied to my mortgage so I called the mortgage company again. This time the man I spoke to said it was a scam. Im unsure what to do next, but these people need to be stopped from taking money from innocent victims.
|
| 04/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We have had many loan servicing companies XXXX XXXX, XXXX, XXXX, XXXX and now Shellpoint ) and again one is sequestering money into the escrow account, only used for property taxes, that isn't needed for property taxes which suddenly disappears and they don't account for it. Though they have paid our property taxes ( {$5300.00} total for the year, XXXX payment was only {$2600.00} XXXX they have not accounted for the additional money that they put into the escrow account ( XXXX YTD total {$14000.00} XXXX which disappeared at the end of the year.
The second issue is the inaccuracy of the mortgage statement.
* I did not receive a mortgage statement for XXXX ( and it isn't listed in their online system XXXX.
* The statements says past due amounts due prior to filing Chapter XXXX are not included in the mortgage statement. My sister and co-owner filed Chapter XXXX in XXXX to forestall foreclosure. Note that I have not missed a payment in over 6 years and have the bank records to prove it.
XXXX The fact that the past due amounts do not correspond to my monthly payments makes the statements even more non-sensical. I not only called them about this but also wrote letters. One letters dated XXXX, XXXX.
XXXX No clear accounting is made on the monthly mortgage statement of what amounts are in the suspense account. There are months where the partial payments listed equals a months payment but it isn't applied as a payment. This is also concerning.
My inability to get them to correct these errors has prevented me from refinancing the loan and I don't trust their accounting of the balance of the mortgage. I currently am working with XXXX XXXX to refinance and they stated that the only thing I need is a statement stating that the loan is current for them to finish processing my loan at a much lower interest rate.
Your help with this matter will be greatly appreciated.
XXXX XXXX
|
| 09/20/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
in XXXX of this year, XXXX our loan was once again sold. we were previously accepted by XXXX XXXX for a modification in XX/XX/XXXXXXXX with no notification were sold to Shell Point Mortgage. we have been working with the XXXX XXXX XXXX of XXXX XXXX with a contact of XXXX XXXX. she has multiple times along with myself reached out to shell point for assistance in litigation department. months after the purchase we were given a point of contact finally. all paperwork was sent over and over again and sent to underwriting. the income was not correct, they had an old employer never included the profit and loss income and when questioned only apologized and asked to restart all over again. we complied. resent all current paper work. each time we send in new paperwork, something else is now needed. for the last 4 weeks myself and XXXX reached out to shell point to find out where the modification stood. no response. when finally onXX/XX/XXXX shell point finally reached out, they said because three weeks had past we again needed to update. they said that they were affected by the floods in texas and were unable to contact us. on XX/XX/XXXX i resent updated documents, once again no contact back. when we finally spoke with someone after leaving 3 messages, on XX/XX/XXXX XXXX days after last contact, not only were the updated income needed 2 forms now were also in need of resending that were on XXXX on recorded line told to us were in tact and accepted.not once in any of this time were we told about a sale date or sent documentation of this. today on XX/XX/XXXX there was an auction. we are to be homeless, we have tried to work with this company along with the attor. general office to modify this loan. given the hardship we faced with no intent of them ever working back with us. all we want to do, is modify the current loan and keep our children safe. please let us know how we can do this.
|
| 12/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2020 I was trying to make a payment online to our mortgage company, NewRez. I went into the website like I always do to make my payment. When I logged in to my account and put in my login information, it went to the same page as it always does to enable me to make my payment online. When I clicked on the make-a-payment button, I got a message saying that this loan doesn't accept online payments. I tried it several more times thinking that maybe I put in the wrong info and kept getting the same result. I then called the number for customer service listed on the website and also another number listed on my statement. I finally talked to a csr and when I gave them our loan number and my husband 's SS #, they told me they couldn't find our account information. I asked them how that could be true, because we have had the same account info since we have been with this company. They acted like they didn't know what could be wrong. I asked them why I was not able to log in and make my payment online like I always do, and they said they didn't know. The csr told me that they would inform their tech dept about the issue, and they would contact me by email about it within 24 hrs. Today is XX/XX/2020 and I still haven't heard anything from them on this matter. I just logged into my account again a few minutes ago, and when I put in my login info, it told me my info is wrong. I know that I am putting it in correctly, because I have my info written down so I wont forget. I have heard about people getting their mortgage information stolen and others using it to open new accounts. I need to know what is going on with this. Also, I just realized that the number I was giving them was an account number and they asked for a loan number, which I don't have. But they should still have been able to find our account info using my husband 's SS # and the account #. Your help is appreciated.
|
| 04/16/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On Monday, XX/XX/XXXX, I officially started the refinance process with XXXX XXXX of NewRez LLC. XXXX XXXX wanted me to make " quick '' decisions as interest rates are always changing. Long story short, I paid NEW REZ LLC for an appraiser to come out to do an appraisal ( the amount of the " original '' appraisal was misquoted by XXXX XXXX and an additional {$50.00} was charged - separately. ) I promptly provided ALL documents requested AND submitted UPDATED documents ( pay stubs, W-2 's ) as the time went on, and on, and on - apparently each month a new pay stub was needed since this process was not " wrapping '' up. On XX/XX/XXXX, I received an email from XXXX XXXX informing me my loan had been " conditionally approved. '' On Janary XXXX, XXXX, I received an email from XXXX XXXX informing me she was my mortgage processor and would taking care of my loan. Fast forward to XX/XX/XXXX, XXXX XXXX stated she would like to get the loan closed by XX/XX/XXXX and that I needed to sign a new lock rate extension as the first was expiring. On XX/XX/XXXX, I received an email from XXXX XXXX who was STILL working on my loan and that she was hoping to have it closed by XX/XX/XXXX. Well, here I am today, XX/XX/XXXX and still NOONE has returned my numerous emails and countless daily phone calls.
It seems that I am not the only person this is happening to - if you look at the reviews on their website ( which show a XXXX average ) there are COUNTLESS reveiws that read the same as mine. As a Math teacher, I can not figure out how the COUNTLESS one stars add up and average to XXXX - NEW MATH?
I have since moved on to another mortgage company today - as the most recent email from XXXX XXXX stated she was hoping to have it close by XX/XX/XXXX which has come and gone AND I have not heard from anyone from this company.
I WANT my appraisal fee returned as this is BAD BUSINESS, actually NO BUSINESS!
|
| 10/11/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, OH XXXX Phone : XXXX I wrote Shellpoint by USPS on XXXX/XXXX/XXXX about a lower APR on the XXXX XXXX XXXX property and they called me, but did not offer a lower rate. I wrote them again on XXXX/XXXX/XXXX about correcting the maturity date on the same property and received no phone or written reply : There has been an error in the maturity date of 30 years from XXXX of my two first mortgages. I live at XXXX XXXX and my son lives at XXXX XXXX. Please send me the following information for each of the two loans ( XXXX XXXX XXXX XXXX, OH XXXX account # XXXX and XXXX XXXX XXXX XXXX, Oh XXXX account # XXXX ) : The house my son lives in, account # XXXX, still has the original APR rate from the origination XXXX date and never received H.A.R.M. Since the terms and monthly payments did not change, the maturity date of XXXX should not have changed either. Why is the maturity date XXXX and I have already paid 11 years on this loan?
The house I live in, account # XXXX, received a new APR through H.A.R.M. and the monthly payments did change. I thought the maturity date would be XXXX and not XXXX since I had already paid a significant amount on the mortgage since XXXX.
I have been retired since XXXX. I am XXXX years old and my mortgages have the sharecropper effect of never being paid off. I do not want to pass away and never truly own my home nor leave my son debt strapped with mortgages. I purchased the XXXX XXXX XXXX home in XXXX with the original maturity date of XXXX. I purchased the XXXX home in XXXX by using my XXXX home. Please explain why the XXXX maturity dates of both homes did not maintain their original maturation date ( especially the XXXX home ).
When will the errors in the maturity dates be adjusted ( especially the XXXX home since its APR, terms, and payments never changed from XXXX like the XXXX home changed in XXXX )?
|
| 01/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
In XXXX, I requested assistance from XXXX XXXX to modify my loan during a severe economic downturn. XXXX XXXX would only offer a 5 yr balloon option. I advised them at the time, that I was in the process of a short sale on my prior home and would not qualify to pay them off in 5 yrs. They stated that as long as I proved I had the ability to repay they would remodify after the 5 yr term. Fast forward to XXXX XXXX, I submitted for remod, XXXX sat on the file till XXXX XXXX, then sold the file to XXXX XXXX. I contacted XXXX XXXX and they said I had to wait for 60 days till they got the complete file then they would issue me a new remod package. I received that pkg in XXXX XXXX. Completed and resubmitted. They advised me in XXXX XXXX they would no longer accept pmts because the balloon came due in XXXX XXXX. I applied for assistance from the state in hope this would entice the lender to remod. The state said they would provide {$30000.00} but that they could not finalize unless the lender agreed to modify. XXXX did not respond for months but finally told me the investor would not extend the loan because they purchase the file on the secondary market as a fully maturing 5 yr balloon loan. I requested a reconsideration because this was a fraudulent transaction sale as this was sold to me as a balloon with the remod option at the end of 5 yrs. I did not hear back from them. Several months passed and I received notice that Shellpoint Mortgage was now servicing the loan. I requested for the mod pkg. provided all of the items and proof of income to support repayment. They said I cleared underwriting and were just waiting on the investor to determine which remod option was available. This took place in XXXX XXXX. XXXX XXXX they stated they needed 30 more days. I did not hear from them till XX/XX/XXXX. They declined the remod and gave the option to short sale or deed in lieu the home.
|
| 10/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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When refinancing our mortgage away from Shellpoint loan servicing in XXXX/XXXX 2020, we attempted to stop an unnecessary payment of > {$4300.00} on XX/XX/XXXX we were told not to make as our loan was about to be payed off. When I attempted to stop the payment on their web site, it would not allow me and repeatedly crashed. When I made repeated attempts to speak to someone at Shellpoint to stop the payment, I was shunted off to one department after another and repeatedly told the payment couldn't be stopped or canceled. I ultimately told my bank, XXXX XXXX after the payment was made against my wishes, to stop the ACH payment and reverse the charge. When I finally got ahold of someone at Shellpoint who said " Oh, anyone you spoke to could have stopped the payment. '' he said he'd clear it up and they'd refund the money, sending a check. Since I had told my bank to reverse the charge I called Shellpoint and asked what to do with the check and they told me not to cash it since the bank had already reversed the charge. They did NOT tell me to send it back because it was a cashiers check and they did NOT tell me there was a payment delinquency registering against us because of this. Later, after we refinanced, I received a bill for a mortgage payment from Shellpoint. I called and asked if anything was wrong and they said to ignore it, there was no problem. Fast forward to XX/XX/2020, and I find my family 's credit is damaged because that bill they told me to ignore was listed by them as resulting in a delinquent payment, which they subsequently reported to the credit ratings agencies, resulting in severe damage to our credit while, in fact, Shellpoint repeatedly failed us and lied to us, ourselves never having missed a payment we were supposed to make. Now our credit is tanked because Shellpoint is incompetent at accounting and staffed by incompetent, dishonest representatives.
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| 12/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I'll focus on the most recent activity regarding this complaint and will also leave out my last complaint that has still gone unresolved.
After calling customer service around XXXX/ XXXX, I was told that I needed to request PMI removal via email. In XXXX, I submitted that Email and was subsequently sent paperwork to sign to the affect that I would pay for an appraisal. Paperwork subsiquently signed, submitted, and appraisal done my New Rez selected appraiser.
In early XXXX, I received a letter from New Rez denying my request for PMI removal. Even though I meet all the requirements from what I can see and their own customer service can see.
I called last week and was put on hold for an extended period of time. This week I have called 4 times to the number provided in the letter to try to speak to someone about removing my PMI and finding out why I was denied. The number goes to their customer service and I'm told various things from a supervisor can help me to they have no way of getting someone from the " correct department to call me ''. I was told 3 of the 4 times that I would receive a call back from a supervisor. And that I would have to wait 24-48 hours for a call back. On my 2nd call, I asked if I missed the call would they call back or how I would be able to get ahold of them. I was told I would have to just call back into customer service and put in a request for a call back again and to wait 24-48 hours. But not a single call came after the first 3 calls. On my 4 call this week I was was given the honor of being graced with a supervisor to speak with to tell me he couldn't get in touch with the right department and the only thing I could do is send an email again.
Following the call I sent and email and expect it to take another 30-45 days to receive another form letter, not, relevant to my case. As my experience with New Rez earlier in the year provides.
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| 11/07/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
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We finished a chapter XXXX bankruptcy in XXXX 2015. We fell behind in mortgage payments in XXXX because i did not have a job yet. I became employed in XXXX and contacted Shell Point mortgage servicing to start a payment plan to catch up on the past due balance and resume payments. We started discussions with them XXXX XXXX. Our initial phone call we spoke with a loss mitigation rep and talked numbers. We discussed a 12 month repayment plan and the first contact indicated we should be able to start the repayment immediately. They also said there were no fees being added each month. Our rep kept saying it needed to be approved by the investor. We sent our financial documents to them by XXXX XXXX. I have called every week. In XXXX they said we were approved for a loan modification which I said unequivocally several times we DID NOT WANT. We have the funds to catch up on payments. Every call I have asked when we can start repayment. I get a call from our rep XXXX XXXX every 2 weeks. ( I call at least once a week ) we STILL do not have a repayment plan. I believe they are trying to force us into a loan modification now. We want to wait and refinance when our credit is back to normal. We are ready to start paying them the money ... I ca n't figure out WHY they wont start the repayment plan. You would think the " investors '' have a fiduciary duty to their investors. They have to have some motive for delaying our repayment plan. With chapter XXXX we could get up and just leave. But we dont want to- we want to PAY them the amount owed. If our balance gets too large they will deny us any repayment plan or I am sure ask for the complete financial package again to delay further. This is now over 3 months .... all we want is the repayment plan! Now they are piling on fees with no explanation. The rep says there are no fees- but when I pull the loan details they are there clear as day
|
| 06/14/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
|
This is in reference to an existing complaint # XXXX. Shellpoints partial response - " Response -Shellpoint requires more time to fully investigate the complaint. '' Which I received from CFPB on XXXX XXXX, XXXX My complaint was - " What happened Describe what happened so we can understand the issue ...
This refers to Consumer Financial Protection Bureau complaint # XXXX.
I have sent all required documentation to Shellpoint as of XXXX XXXX, XXXX. I have asked Shellpoint through a XXXX XXXX XXXX ( at XXXXXXXXXXXX ) if anything else is required for the Modification review. As of today 's date, XXXX XXXX, there has been no response from XXXX XXXX with Shellpoint.
Today I filed the attached complaint with the XXXX related to their settlement with XXXX in XXXX XXXX.
Please help me get an affordable Modification for my Mortgage. '' Now last Friday - XXXX/XXXX/XXXX I receive a Modification Denial letter from Shellpoint Dated XXXX/XXXX/XXXX stating - " WE are unable to offer you a loss mitigation option because we did not provide them with the documents they requested. They notified us of specific documents they needed and the time frame required to provide them. '' Plus now a Trustee Sale is scheduled for XXXX/XXXX/XXXX. I still have not got a response from XXXX XXXX, at Shellpoint to my request dated XXXX/XXXX/XXXX, as to if there is anything else needed or not for the Modification. This request to XXXX XXXX was sent via E-Mail, so I have proof of the request XXXX/XXXX/XXXX is the date CFPB sent me the E-Mail notifying me that Shellpoint responded to my complaint # XXXX and needs an additional XXXX days to research the complaint and respond. Keeping in mind the Denial letter is dated XXXX/XXXX/XXXX.
Now in XXXX days my home of almost XXXX years will be sold and auction by Shellpoint.
Something is not right here and is very wrong, Shellpoint needs to be held accountable.
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| 01/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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My wife and I have been behind with our monthly mortgage payment. In order to bring the mortgage current we should come up with {$8200.00} which is what we owed. On XXXX XXXX, 2015 we entered in 3 months agreement plan with Shellpoint Mortgage Servicing. They asked {$2000.00} down to start the plan. We provided it to them right on the spot over the phone. The plan has set for the months of XXXX, XXXX & XXXX. According to the agreement if we kept it, in XXXX we should start paying regular monthly mortgage. Which supposed to be {$820.00} according to the original loan but Shellpoint has " jack it up to {$1100.00}. We will comeback to this point, let 's finish with the payment 3 months payment plan. On XXXX XXXX, we called we made a payment of {$2800.00} for the month of XXXX. They are classified this payment on credit report as XXXX payment. The {$2000.00} down showed that withdrew to XXXX XXXX ID XXXX $ XXXX {$5.00} fees transaction XXXX/XXXX/2015.
On XXXX XXXX, 2015 we mailed a {$2900.00} cashier 's check. When we called on XXXX XXXX to make the final payment. They indicated they never received payment for XXXX. We made a {$2700.00} payment which should conclude our agreement. Because they said they did n't receive the check we sent, we went to the bank to verify. The XXXX has given us a copy of the check has cashed on XXXX XXXX by Shellpoint. After all those things, surprisingly Shellpoint sent a letter to inform us that we did n't keep the agreement is null. They ask {$4400.00} when we asked the representatives why is that money for? One of them said attorney fees and others. When called multiple times to ask representatives to review our account, some of them said they saw the amount of {$2900.00} check some of them said they do n't see it. Now they intent to foreclose in our mortgage even through we paid them. We have contacted XXXX as XXXX XXXX. They were helpless.
|
| 07/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I live in a flood plane and which means that I have to carry flood insurance to statisfy my mortgage requirements. I previously had my home hazard insurance and flood insurance with XXXX. After a very poor experience with XXXX, I switched my home hazard insurance to XXXX. My flood insurance is set to renew this year on XXXX. I have been trying to switch that over to XXXX as well. In XXXX, I found out that my mortgage company, who handles my escrow, Shellpoint Mortgage sent over renewal payment to XXXX for my flood insurance. I did not request this nor want it. I only found this out when I called to have the insurance be switched to XXXX. Since then, I have been trying to get the insurance switched. On XXXX, Shellpoint told me that a check would be sent to XXXX. Then, once they received that payment, they would provide me with a Decleration Page, which I could use with XXXX to cancel the current renewal and get the original payment refunded. On XXXX I received information from XXXX that the check never went out. Upon calling Shellpoint, they confirmed the same thing. After spending over an hour on the phone between both parties, Shellpoint said that they would overnight a check to XXXX to make sure that we could get this worked out before the renewal date of XXXX for my flood insurance. On XXXX I called Shellpoint to confirm everything was good, and get the overnight check information ( tracking number, carrier, etc ) so that XXXX could easily find the check. Then I was informed that the check never went out and that it takes them 'time ' to process the check. I am currently on the phone trying to deal with this issue. However, I have very little faith that it will get worked out. I am worried that I will not be able to switch my flood insurance to XXXX and even if that happens, I am worried about being able to get a refund from XXXX. Please help.
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| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Applied in XX/XX/XXXX with existing mortgage company NewRez for rate/term, was told XX/XX/XXXX that it was clear to close. no calls no responses to inquiries until mend of XX/XX/XXXX. Final CD never sent for review. When CD was sent it was incorrect. Processing manager reached out for clear to close call and to set up closing. NO final CD sent, closing was no call no show. No one at lender responded to any emails or calls. Closing was supposed to be for first week in XX/XX/XXXX. Closing agent from title company calls on XX/XX/XXXX out of now where and says they will be there to close. No final CD has been given to me in advance, at least not one that resembled what was told to me, and no advance notice on closing. When speaking to lender on XX/XX/XXXX and title agent, based on their recommendation we rescheduled closing for XX/XX/XXXX so i can " skip '' a couple payments instead of paying an entire month of per diem interest ( or so it was sold to me this way ). XX/XX/XXXX roles around and no call no show again. When I get Operations and Sales Manager involved, come to find out I am now back in underwriting AGAIN because of a credit pull and supposed collection ( which was also on the original report ) again. Literally sat on the file for a week and waited until 10 minutes before closing to tell me this. The practices of this lender have resulted in numerous TRID violations, not to mention the appearance of multiple unfair, deceptive, and abusive practices. I would have to imagine this treatment is not reserved for only me, but others are experiencing it too. In addition to the above, no one could give me a correct LE or CD based on what I was told i advance and once they actually did they cancelled closing. It appears not only are they trying to waive the lender credits and rate promised to me, they are actively working to discourage this application for some reason.
|
| 10/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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My mortgage loan was service transferred to New Rez in XX/XX/2020, at the time of service transfer the loan was boarded and coded as a discharged Chapter XXXX non-reaffirmed loan significantly impacting my credit.
I submitted a NOE and the issue was not addressed. I called New Rez XX/XX/2020 and was advised there was a systemic issue and approximately XXXX accounts were impacted and flagged as either an active or inactive Bankruptcy where the consumer was NEVER in a bankruptcy nor was the property a part of a bankruptcy. The representative was going to escalate this account to have the bankruptcy flag removed and issue an ACDV to the credit reporting agencies to correct the error.
I called to follow-up XX/XX/2020 and spoke with a supervisor after I was on hold for 35 minutes and the representative could not advise of the bankruptcy case number on file or any evidence to support why the loan was coded as a discharged bankruptcy.
Not only did this effect me but several other consumers who may not be knowledgeable to mortgage servicing regulations and requirements. New Rez failed to properly investigate the account when the NOE was submitted advising of such error. New Rez dropped the call, creating additional stress and time creating another call back and being on hold for almost an hour only to be rerouted the the bankruptcy department hung up on significant hold times.
I was unable to to speak to a supervisor today, and was advised I will receive a call back later today. This has caused unnecessary anguish and stress.
Also due to the incorrect credit reporting I had to pay a higher interest rate on a vehicle I recently purchased where this issue was brought to my attention again.
Additionally - the Periodic Billing Statements did not have the appropriate Bankruptcy disclosures for a discharged non-reaffirmed chapter XXXX since the loan was coded as such.
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| 11/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
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|
Web |
|
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Starting XX/XX/XXXX, my monthly mortgage payment was increased by {$410.00}. I contacted my current mortgage lender, Shellpoint Mortgage, to find out why my monthly payment amount increased and I was told that they added the lender paid home insurance premium on my account. I immediately sent the copy of my home insurance policy to Shellpoint Mortgage and confirmed with their customer representative they have received my insurance policy. However, they didnt remove/credit/waive the additional {$410.00} and require the master insurance policy for my condominium. Then, I provided our Homeowners Association and XXXX XXXX XXXX contact information to Shellpoint Mortgage so Shellpoint can request the copy directly from them. As of today, Shellpoint has not yet waived the additional monthly fee of {$410.00} and have charged 5 % penalty for the month of XXXX and XXXX because I refused to pay for the {$410.00}. The mortgage loan was initially from XXXX XXXX XXXX XXXX ) in XX/XX/XXXX, then XXXX XXXX sold the mortgage loan to Shellpoint during pandemic. The homeowner insurance was not required when I got the mortgage from XXXX XXXX in XXXX. Shellpoint added the requirement for requiring borrower to obtain additional homeowner insurance coverage. My annual homeowner insurance premium is less than {$500.00}. Shellpoint Mortgage charges the borrower ( me ) to pay for lender paid home insurance for {$410.00} monthly premium because they added this new requirement without the mortgagor agreement. I have clearly mentioned during the calls with the customer service representatives at Shellpoint that I refused to pay for the fees which I am not responsible for, not to mention I have my homeowner insurance coverage in place and have provided the policy to Shellpoint. Shellpoint Mortgage refused to waive/remove the {$410.00} lender paid home insurance premium and 5 % monthly penalty
|
| 12/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am XXXX after suffering a XXXX XXXX. I have difficulty with XXXX communication and Shellpoint mortgage first completely refused to communicate in email/writing with me. " it takes too long to type answers ' was the response. I believe this is a violation of ADA laws? 1 ) they did not notify me that my forbearance period ended in XXXX. 2 ) their website still shows I am in forbearance and will not accept payment or partial payment ( I have recorded all of this ) 3 ) continued emails and communication on their site was completely unanswered over the months since covid hit and they reported me as late to credit bureaus when I was in forbearance 3 ) the representative assigned to me now Mr. XXXX is completely dismissive of my medical condition and literally sent me an email 'good news, your request for forbearance extension is denied '. How nice of them. I had provided no information so how do they deny this? 4 ) they were to allow me to put the missed payments at the end of the mortgage and now they say they can not do that and I owe over {$6000.00} to bring it current and avoid foreclosure. My ex husband still appears on the mortgage in spite of his part being dismissed in his bankruptcy and shellpoint will not remove him in spite of a legal obligation to do so.
I have had this mortgage since 1997 and have endured much hardship but have restored my credit and now face this. It is unconscionable to me that they won't ' even allow me to make payments online and all but insist I talked via phone in spite of my XXXX to do so. They are requiring I mail a check ( which I don't have as all my payments are always online ) or send a XXXX ( which I don't feel is secure and have seen money disappear for 90 days in that system ). Seems I'm not the only one as I see they are at the top of the complaint list every month. This company should not be in the mortgage business.
|
| 06/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
On XX/XX/XXXX I refinanced my mortgage loan through XXXX XXXX XXXXXXXX and provided them with an active insurance policy that was in effect until XX/XX/XXXX. Right after the first payment was made, XXXX sold the loan to NewReZ LLC. Shortly after NewRez took control, they sent me a letter indicating they did not have my hazard insurance information. I called and emailed them to tell them they should have obtained this information from XXXX during the service transfer, and I also gave them my XXXX XXXX agent name and phone number so they could resolve the issue. I know it is the responsibility of both mortgage companies to ensure this transfer is executed competently. A month later they sent me another letter and I responded again with my agents name and number. Apparently, they never called my insurance agent to get the correct information in place. On XX/XX/XXXX, NewRez sent another letter telling me they have issued lender-place insurance and charged my escrow account {$1500.00}. On XX/XX/XXXX, I called XXXX and spoke to NewREz Customer service agent XXXX in XXXX TX and told her to call my agent to get the issue resolved. She was rude and refused to follow up. I had her transfer me to Customer Service supervisor XXXX XXXX in XXXX FL who was also rude, unhelpful and did not want to call my agent. I had him transfer my complaint to his boss - XXXX XXXX at XXXX x XXXX. I left a voice mail on XX/XX/XXXX and another on XX/XX/XXXX with no response. I expect NewRez to take responsibility for the error during the transfer of my loan from XXXX, apply the correct loss payable clause to my insurance policy, refund the lender-placed insurance and pay the NOW DUE premium to XXXX XXXX. Please advise. After discussing this issue with my insurance agent, they inform me they were not aware of the change of lender and invoiced XXXX for the new premium with no response from XXXX.
|
| 12/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
NewRez LLC services my mortgage. They failed to pay the premium for my property insurance, XXXX XXXX XXXX XXXX which was due XX/XX/2021. On XX/XX/2021, I received a notice of cancellation from XXXX, on the same day I had to submit a claim for wind damage on the XXXX policy. I was understandably upset by this coincidence. When I attempted to contact NewRez to rectify the problem, I was put through an extremely complex phone-option system that disconnected me after a XXXX effort the first time, sent me to a customer satisfaction survey before I had received any customer service and then disconnected me again the second time, and then finally connected me with a representative the third time, who claimed that NewRez had not received an invoice for the premium. This assertion was contradicted the information on NewRez 's customer portal, which clearly listed the premium as due XX/XX/2021, and nevertheless showed it as unpaid. NewRez 's representative placed me on an extremely long hold after which she informed me that she had spoken with XXXX and would be able to get the insurance verified as still in force, and p [ romised to get a check to XXXX within 2 business days. Although I am relieved that my homeowner 's insurance has not in fact been cancelled, apparently by the good graces of XXXX, I am happy to receive an assurance that NewRez will do its job after escrowing funds for the purpose, I am shocked that I was required to go through this process to get this company to service the loan they undertook to do. Since as a consumer I have no choice in the matter of what company services my loan once it is sold, I feel my only remedy to deal with quality control and customer service issues such as this, that put homeowners ' properties at risk of being uninsured, is to bring this egregious behavior to the attention of the authorities, and perhaps to other consumers.
|
| 04/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Our mortgage with Shellpoint Mortgage, Account # XXXX, was transferred to XXXX, effective XX/XX/XXXX. For reference, our new account number with XXXX is XXXX.
Our final statement received from Shellpoint was dated XX/XX/XXXX and indicated an escrow balance of {$5200.00}. Our first statement from XXXX indicated only {$2400.00} in escrow that was transferred to them. There was also {$560.00} transferred to XXXX, as additional principal, which is a mystery amount. See attachments. There is an amount of {$2100.00} missing.
I telephoned XXXX on XX/XX/XXXX and spoke to a gentleman, who identified himself as XXXX XXXX. XXXX stated that on XX/XX/XXXX, Shellpoint took it upon themselves, in error, to take out a lender based insurance policy on the property. This never should have taken place, as I had provided evidence of our homeowners insurance to Shellpoint, via email on XX/XX/XXXX and that receipt of that email was confirmed back to me on XX/XX/XXXX by XXXX XXXX, with a copy to Shellpoint Mortgage. See attachment.
At no point was I informed that Shellpoint was taking this action, nor have I ever seen proof that this insurance policy exists.
Mr. XXXX states that this was done in error and that Shellpoint will cancel the policy and have a refund sent to XXXX XXXX, which seems to be some company that is related to Shellpoint, as XXXX XXXX is the entity that confirmed receipt of my email in XXXX.
Shellpoint no longer holds my mortgage and, as this is the second complaint that I have had to make with them to the CFPB, I would prefer that the funds are refunded directly to me and immediately. We are in the process of refinancing our mortgage and it will move away from XXXX within the next week or two. My fear is that we will be chasing our money between two many entities and, in the meantime, our escrow funds will be short for our upcoming property tax payment.
|
| 06/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have requested over 3 times now and since XX/XX/2022, removal of PMI based on an appraised value of my home. I am not claiming that the PMI be removed based on the BPO/evaluation done PRIOR to or during my COVID-deferral. I am requesting that PMI be removed based on an appraisal done now, today, this year. I have asked repeatedly for the next steps to initiate an appraisal- in writing and in speaking with Shellpoint CSAs who have continued to just let me know my account is 'flagged ' - another bullying scare tactic. When I ask what that means to the CSA, they say it's because the HOPA is not allowing PMI removal for my loan and it's based on XXXX for my original loan. AGAIN -- I AM NOT ASKING FOR THE ORIGINAL MORTGAGE XXXX BE CONSIDERED FOR PMI REMOVAL. I AM REQUESTING THAT AN APPRAISAL BE CONDUCTED BASED ON A SIGNIFICANT RENOVATION OF MY HOME THAT INCREASED PROPERTY VALUE, THEREBY ALSO INCREASING EQUITY. Shellpoint has FAILED to review my mortgage file when it came to them for service. FAILED to see that I had recently done a refinance to complete a SIGNIFICANT and PERMITTED HOME RENOVATION which then increase my XXXX XXXX 's value. What in this/my request are you, Shellpoint, not understanding? No matter WHO owns my note or who is the entrusted party overseeing my mortgage, or WHO my servicer is -- I have the right to make a PMI removal request based on an appraised value, and you/Shellpoint have the legal obligation to inform me of next steps to conduct that appraisal of my home. To date, and after many, many months and requests, you have refused to provide that information of next appraisal steps to me. SHAMEFUL and a delay tactic. I want you, Shellpoint, to know that I, as an American Consumer, take your lack of response and consideration very, very seriously. I expect a response to this request re next steps for PMI removal based on an appraised value.
|
| 02/28/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I was approved for 13 monthly future payments by the Homeowner Assistance fund starting XX/XX/XXXX. These payments are posted throughout the month at different times. On XX/XX/XXXX I sent a secure message to Shellpoint Mortgage because the payment for XXXX had not posted despite the HAF program stating they were sent. I received email confirmation the message was received but have yet to get a response. I received a letter dated XX/XX/XXXX that the payment was late and my credit may be impacted despite being told by Shellpoint loss mitigation that my account is notated that I receive HAF funds and any late payments would be waived. I called Shellpoint on XX/XX/XXXX, and was advised the XXXX payment was notated on my account as being received on XX/XX/XXXX but has not been posted and a email would be sent to the department that handles posting payments and to call back on XX/XX/XXXX. I called back on XX/XX/XXXX, there was no updates as to why these funds have not posted. I was transferred to a Representative in loss mitigation who also showed the funds were received by Shellpoint in batch form on XX/XX/XXXX and noted to my individual account as being received on XX/XX/XXXX. She stated she would also send an email to that department and call back on XX/XX/XXXX. It is now XX/XX/XXXX, I was never contacted by Shellpoint from my email sent on XX/XX/XXXX. No representatives have notated my account regarding any feedback from this department, I have not received a response from this department and calling doesnt seem to assist with finding out why these funds havent posted. I am worried because of the letter I received that this will adversely impact my credit even though these funds were received and for whatever reason Shellpoint hasnt posted them to my account. I have also not received any response as to what exactly is going on and why the funds have not posted.
|
| 04/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX our mortgage was transferred from XXXX XXXX to NewRez/Shellpoint Mortgage Servicing. Our condo is part of a new condo conversion. There are 3 units. Our mortgage is for unit 2 and we own 34.4 % of the building. The town of XXXX has not re-accessed the property as 3 units yet, therefore they issue one tax bill for the building. The town of XXXX issued formal instructions advising mortgage companies on how to pay taxes until the town is able to reassess ( percentage ownership x total tax bill ), see attached document.
NewRez/Shellpoint Mortgage Servicing refuses to pay our taxes because there is only 1 tax bill. However, they continue to take money for taxes and keep it in our escrow account. As of today they are have not paid the last quarters taxes which were due on XXXX XXXX XXXX. The next tax bill is due XX/XX/XXXX. We are at risk of being 2 quarters behind on tax payments because NewRez/Shellpoint Mortgage Servicing will not pay the taxes or release our escrow money to us.
Further, NewRez/Shellpoint is unorganized and does not have proper systems in place. For example, each quarter we have to call and remind them that taxes are due. And they tell us that they don't have a record of taxes being due. Despite reminding them, they refuse to pay because of the issue mentioned above.
We have spent over 40 hours on the phone with NewRez/Shellpoint Mortgage Servicing trying to solve the issue. Every time we speak, they relay inaccurate information to us and are unable to resolve the issue. They have lied to us about efforts they have taken and quite frankly are incompetent to solve this problem. We then reached out to our investor XXXX XXXX who has been investigating this for a month, however we are still unable to getNewRez/Shellpoint Mortgage Servicing to pay the taxes. We have exhausted our efforts to resolve this and require outside help.
|
| 10/20/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American |
|
This complaint involves Shellpoint Mortgaging Services. A few years back I did have financial problem which resulted my having to hire an attorney and complete a Mortgage Loan Modification. I spent on this particular attorney approximately {$7000.00}. The Modification was completed, accepted by myself and Shellpoint. However, almost immediately I began experiencing problems with them. I have not missed one payment since, however, the company continues to send me notices of payments owed ( which I have not been or presently been behind ). They have changed the loan amount several times- they have constantly billed me for 3-4 months at a time without warrant and have been sending individuals to take pictures of my property. I have since hired several attorneys to rectify this problem- I am currently on my 4th as no one can seem to understand or resolve this problem or if it does get corrected it only last a month or two and goes back to the same nonsense. I honor my modification and pay faithfully every month ( receipts to prove ). They do not acknowledge ... .I am XXXX and still working at my same employment for 46 years ( thankfully ). I can not any longer take the stress of their incompetence, falsehoods - every time I get i corrected through an attorney the " fix '' last for a month or " two '' only. Something has to be done - I can not keep hiring attorneys for a " quick '' fix - lose money for nothing. I have no family to fall back on- it is downright frightening to see someone pull up to your house and start taking pictures as if they were foreclosing - again I have not missed a beat and back. I am sooooo tired of receiving statements such monthly payment due {$9000.00} or some other ridiculous amount - no acknowledgement of regular payments. This is making me sick - I am constantly nervous just waiting for what is next - I need help badly. Thank you.
|
| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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Web |
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I contact a Shellpoint Mortgage Company customer service representative on XX/XX/2020 and advised them that I wanted to end the forbearance. She gave me several options for my mortgage payments, and I chose the option to have the three months that the mortgages was in forbearance to have those payments deferred and placed on the back end of the mortgage. She stated she would update the system and that there was nothing else that I needed to do. I resumed paying my mortgage payments XX/XX/2020 and I have been paying my payments on time. I received noticed in XX/XX/2020 from Shellpoint stating that my mortgage was outstanding for three months. I contacted a XXXX XXXX who acknowledged that their records did indicated that I call on XX/XX/2020 to discuss ending the forbearance, but that the proper paper was not submitted by the representative. They acknowledged that this is paperwork that was supposed to be done on their end, and that I did take the proper steps to end the forbearance. She stated she will start the deferment agreement which I received an official letter on XX/XX/2020. I informed her that it is showing on my credit report that my mortgage was late for two months XXXX and XXXX and that my credit report dropped by XXXX points because of this. I also informed her that it clearly states in the forbearance letter that I will not be penalized with a late payment charge or with negative credit reporting if I miss a mortgage payment. She informed me to contact the business office, which I have done on numerous occasions. I have sent them all of the information including a copy of my credit report, and as of today, I have not heard from Shellpoint. I have attempted to dispute this through the credit agencies, and it continues to show my mortgage being late. My credit report continues to be negatively impacted by this erroneous report of late payments.
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| 11/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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To Whom It May Concern, My name is XXXX XXXX, and my account number is XXXX. I have been a satisfied customer of Shellpoint Mortgage Servicing for 3 years.
Back in XX/XX/2020 ( early pandemic stage ) Shellpoint ( in charge of managing my primary home mortgage ) reached out offering several alternatives for customers experiencing economic hardship. At the time, and being a small business owner, I decided to accept on one of their offer programs and enter a 3 month forbearance program Come XXXX, 2020 I contacted Shellpoint once again, and a customer service rep offer and suggested to extend for another month. Came XXXX, and things changed. After submitting a significant amount of documents and financial statements I was told I didn't qualify for any other programs and was instructed to bring the account current. Suddenly a " new program '' appeared and I " qualify '' for some sort of loan modification. I had to declined such offer since that prevents the ability to refinance the property for a 2 year period.
To my surprise ( and after having a pre-approval from a conventional bank ) Shellpoint had reported my account as LATE to all credit bureaus, preventing a refinance to be completed. I rushed to reach out to Shellpoint and interesting enough one of their representative acknowledge a THIRD PARTY PROVIDER had made an error and several thousands of their clients had incorrect reporting on their credit history.
3 weeks have passed, and so far no action has been taken from their part, preventing my ability to complete the refinance process.
I have instructed my ability to bring the account current ( principal, interest and escrow ) immediately, as LONG they clear this out.
Thank you very much for your time, but at this point I can't afford to put at risk my home, my family and any sort of legal matter this could bring along if no action is taken.
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| 12/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Older American |
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While paying on a Mortgage note with Shell Point Mortgage Servicing owned by XXXX XXXX XXXX Co we fell behind in 2020 due to loss of work precipitated by Covid-19 on the World and as a result entered into a Forbearance agreement, on exiting the agreement we requested to be put into a deferral program but was denied and was only offered a loan modification consisting of higher interest rates and longer term or a repayment plan in lieu of pending and threatening foreclosure, we have been making the regular mtg payments plus some on time for over 10 yrs, we were never late, faced with this dilemma we chose the repayment plan, we were only behind approximately {$10000.00} with good equity and collateral, therefore no risk to Shell point , however we now have to come up with {$4900.00} and the remaining {$4900.00} split over 12 payments plus the regular mtg payment, mind you we are just exiting the forbearance plan due to financial difficulties, we have since been making the new agreed payments on time but to make matter worse Shell Point is reporting us late and delinquent causing further harm when we try to refinance or apply for any kind of loan to remedy the situation.
We think this action taken by Shell point does extreme harm to its Customers, the Consumer who are already in a precarious and vulnerable situation and been taken advantage of by a Huge Corporation with unlimited options and resources at their disposal to ease the pain their Customer is going through so both will benefit amicable, instead they chose to make the Customers life as financially difficult as possible while their CEO is raking in Millions of Dollars at their Customers demise, expense while inflicting extreme financial hardship on the their Customer the Consumer.
I hope this info shed some light on this Companys unethical business Practices towards their Customer the Consumer.
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| 04/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to request assistance with lender placed insurance. Shellpoint mortgage servicing is the servicing agent for our mortgage lender. As of XX/XX/XXXX, they opened an escrow account, without consent or notification and placed hazard insurance on our account. I have insurance for the condo in question without lapses, but Shellpoint was missing the renewal from the HOA. I did not find out until XX/XX/XXXX that I was being charged for insurance I do not control. Now mind you, this is insurance to cover the entire complex not just my condo. Shellpoint had all the contact information for the HOA and did not contact them directly for this information.
We sent an email to the HOA on XX/XX/XXXX requesting a certificate of Insurance for the complex and by the afternoon had provided Shellpoint with proof of insurance with no laps in coverage for the HOA. Shellpoint left the hazard insurance in place and continued to charge me. I contacted Shellpoint again on XX/XX/XXXX to get an update and they stated the Certificate of Insurance was only for information purposes and did not include the limits. So, the very same day we got a new certificate of insurance and sent it over. To date my account is still being charged and Shellpoint has made no effort to rectify the situation.
The fact is Shellpoint neglected to contact any of us. They had my address, cell number, email and contact information for the HOA. They have been provided proof of coverage without lapse on several occasions and neglected to refund the charges. A letter dated XX/XX/XXXX states that they are increasing the cost of the lender placed hazard insurance. This is ludicrous, I can not get Shellpoint to credit my account and in my lender contract it clearly states they can not open an escrow account without the borrowers consent. What even worse is this is not information within my control!
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| 12/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The mortgage was paid off XX/XX/20 and they have refused to return my escrow account money ( {$7000.00} ). I have repeatedly called and have been stalled and mislead. First they said they had already paid the county ( ~ 2 months early ), my new mortgage lender confirmed that the county had not received payment form the NewRez LLC / dba Shellpoint Mortgage Servicing or their agent. On XX/XX/20 I spoke with XXXX XXXX in the XXXX SC office and she told me I would have the money by XX/XX/20 -- I did not receive it. On XX/XX/20 I spoke with XXXX XXXX and she assured me they would have the balance transformed by ACH, on XX/XX/20 I spoke with XXXX XXXX and she told me that, in fact, the money was not sent through ACH rather, a check had been sent out on XX/XX/20. On XX/XX/20 I spoke with XXXX XXXX ( who said she is not in an office, she is " just a customer service rep '' ) and she told me she was going to void the check and promised me the money would be in my account XX/XX/20. On XX/XX/20 the money had not arrived so I called again and first spoke to " XXXX '' in Michigan and then was transferred to XXXX XXXX in XXXX who told me the money was supposed to be in my account but refused to do a wire transfer. I then sent notes to : XXXX XXXX, President at Shellpoint Mortgage Servicing XXXX XXXX, Executive Vice President at Shellpoint Mortgage Servicing XXXX XXXX, General Counsel at NewRez LLC XXXX XXXX, Senior Vice President Shellpoint Mortgage Servicing Informing them of the situation and sharing that my only recourse is to file a complaint with the CFPB. I have not received any response from any of them. My understanding is that they are obligated to return escrow payments and treatment of escrow account balances in a timely manner under 1024.17 ( k ). It appears that they do not feel a need to abide by this and instead kept the money well past the 20 days.
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| 07/18/2020 |
Yes |
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- Trouble during payment process
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Web |
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I tried to contact Shellpoint Loan Servicing Mortgage Company on/around XX/XX/2020 to request an additional extension for a forbearance, emphasizing the importance that i would like my payments added to the end of my loan from my first request. I was informed by the first representative that all payments are due in one large sum once the forbearance is over. By the fourth representative and the constant change in stories and whats required on XX/XX/2020 after inquiring why payments were not added at the end of my loan and why they are asking for a balloon payment and in addition what happened to my second request of an extension. Its been 45 days and i have yet received a response regarding approval for my second extension nor a letter regarding my XX/XX/2020 payment. The fourth representative inquired about completing a hardship letter, my bank statements and where will i get money from to pay the bill since i did not receive any money from XX/XX/2020 til XX/XX/2020. I also complained that i am unable to access my account online. Why haven't this information been required before? In addition to my concern that i did not receive anything in writing stating my payments will be added at the end of my loan to avoid a one large sum payment, my representative is never available and i was told i can not change her, I received a foreclosure notice and my account number was attached to a man with a different address. I am concern that predatory lending/ fraud is occurring where they tell people there is help but if they cant pay they will foreclose on people homes. When i agreed to forbearance/ push my loan to the end, i read all the government information and requested the assistance accordingly. Please advise how i can obtain something in writing and ensure my loan payments is applied to the end of my loan and avoid request of one large balloon payment.
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| 04/30/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Applied for a Load modification and was approved by current lender in XXXX of last year after my mortgage amount increased by XXXX a month.I sent the XXXX payment in and apparently that payment was never applied because the modification was already approved so I was told that XXXX payment was sent into the first trial payment was told that my first official month would not start for trial period would not begin until XXXX so that put me a month ahead with t he 3 trial payment period so I made all 3 payments well within the time period given but as this is going on im still getting collection calls about my reg mortgage payment I ha d to explain each and every time that I was in Modification process and was making trial payments they had no idea what I was talking about the third and final trial payment was paid XXXX of XXXX here we are in XXXX and the process has still not been completed and every month since XXXX is showing missing payment on my credit report as well as my loan so my statement is reading that I owe XXXX in missed payments and late charges I have been calling every week trying to get this problem corrected all im told is to just keep making trial payments until everything is final so I have been doing just that but Im looking online and I see my escrow account is in negative and I have a 10k d eliquent balance on my account I keep getting blown off put on hold transferred to people who cant help me then i was told an error was made on their end as someone entered the wrong percentage rate and that was the reason for the holdup I told them that my credit score took a huge dive because they were still showing delinquent payments since XXXX no help no return calls and no answer as to whats being done to fix this problem I even sent email to the escalations department no answer from them either pleas help!!!
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| 10/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Recently refinanced mortgage. Received letter from new servicer ( NewRez ) on XX/XX/2020 ( dated XX/XX/2020 ) that stated that we are in a Special Flood Hazard Zone and that we must obtain flood insurance in 45 days from the date of the letter ( XX/XX/2020 ). Our home is near a river ( 800ft ) bu
t is 100ft in elevation higher than the river. We have never been required to maintain flood insurance by any other lender. I looked at the FEMA website myself and it says we are Flood Zone X ( the lowest risk ). I called them the same day I received the letter and they informed
me that FEMA " recently updated their maps '' and that get their data from FEMA and it said we were in a high risk zone. They told me if I supplied information from FEMA showing that we were in a low-risk zone, they would remove the requirement. However they
said that I couldn't just simply send them a screenshot from the FEMA website, it had to be official.
I submitted a request to FEMA on XX/XX/XXXX, but was told it could take 45-60 days. I received a reminder letter from NewRez at the 60 day mark. I still had not heard back from FEMA so I started exploring options to obtain flood insurance, hoping I could get it refunded after. During my search, I found a firm called Second Chance Flood that can prepare flood reports using FEMA data. I paid them to do research and they provided a detailed report which included maps and FEMA form that showed I was in Flood Zone X.
I supplied this information to NewRez via Fax and Email on XX/XX/XXXX. Today ( XX/XX/XXXX ), I received a letter from NewRez ( dated XX/XX/XXXX ) indicating they had purchased flood insurance on my behalf at a rate of $ XXXX/year. They reported to the insurance agency that I was in flood zone AE ( highest risk ). They completely ignored the information I provided and I'm not sure how to get them to resolve this.
|
| 01/06/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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We were unfairly reported as delinquent on our mortgage in XX/XX/XXXX. The delinquent payment was a result of technical issues with Shellpoint 's automated payment systems. Finally on XX/XX/XXXX, Shellpoint sent an apology letter to us acknowledging the technical glitches we experienced with their systems and stating that they would send an XXXX XXXX XXXX form ( AUD ) to the credit bureaus altering the report for XX/XX/XXXX from Delinquent to " No Data. '' Shellpoint had instructed us that we could follow up directly with the credit bureaus to ensure the AUD was accounted for. This information can be seen on XXXX XXXX of the attached apology letter sent to us. Around XX/XX/XXXX, XXXX days after the date of Shellpoint 's apology letter, I followed up directly with all the credit bureaus as instructed by Shellpoint and all the credit bureaus had in fact received and processed the AUD from Shellpoint as promised and all our credit reports were at that time reporting as " No Data '' for XX/XX/XXXX as expected.
I thought this was the end of this saga, but at the end of XX/XX/XXXX, I noticed once again that all the credit bureaus were again reflecting XX/XX/XXXX as delinquent. I inquired with XXXX and was told that Shellpoint sent another update again reporting XX/XX/XXXX as delinquent AFTER the AUD in XXXX and this is why my credit report was once again showing the delinquency. It serves no purpose for me to follow up with the credit bureaus yet again about this if Shellpoint is going to come behind me each time and again report us delinquent for XX/XX/XXXX once the credit bureaus have already processed any AUD.
I am offended that an apology and update was sent out to us by Shellpoint and yet once again I am back to square XXXX many months after the problem originally arose in XX/XX/XXXX. It is now XX/XX/XXXX and I'm back to the drawing board!!
|
| 09/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I am writing because my beloved home is being foreclosed.
For 20 years I was a loyal customer of XXXX XXXX XXXXXXXX. I had not only a mortgage account with XXXX XXXX XXXXXXXX but my personal and business accounts as well as multiple lines of credit. During this time I had never been late on a payment and my credit rating was good.
The mortgage was on my personal home As happens in life, issues and illnesses occurred. After being diagnosed with XXXX, before the onset the pandemic, I advised XXXX XXXX XXXXXXXX that I was facing some financial struggles. At this point I had still been making my payments. I did so until XX/XX/20. As a XXXX single woman undergoing regular XXXXXXXX XXXX I began to fall behind. I communicated with XXXX XXXX XXXXXXXX and we discussed a loan modification. I was told that someone would reach out to me.
Over the course of several months I called multiple times, each time I spoke with someone different and was never able to get any information regarding the status of my application. I was even given a Dedicated Customer Relationship Manager ( CRM ), her name was XXXX XXXX ( Letter attached ). I was never able to reach this person.
XXXX went on and I was unable to make my payments.
XXXX XXXX XXXXXXXX sent me letter after letter stating that I was being considered for a loan modification but I was never able to get through to anybody.
I was then informed that the company Shellpoint now owned my loan and they informed me that XXXX XXXX XXXXXXXX had provided no paperwork or information regarding my XXXX XXXX.
I am presently in foreclosure and I need some guidance to stop this process immediately.
I am attaching documentation from XXXX XXXX XXXXXXXX and Shellpoint. Please let me know what other information you would need from me.
I would like to file a complaint against XXXX XXXX XXXXXXXX and Shellpoint at this point.
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| 01/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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I have a had a mortgage with XXXX XXXX since XX/XX/XXXX. I recently received a notice of servicing transfer, from XXXX XXXX to Shellpoint Mortgage Servicing, effective XX/XX/XXXX. Mid XX/XX/XXXX, I started receiving harassing phone calls, mail and certified mail from Shellpoint Mortgage Servicing, claiming that my mortgage was delinquent and that they were taking action. I called XXXX XXXX and told them that Shellpoint had sent me a letter and had been calling me and they confirmed that my mortgage had not transferred and would not transfer until XX/XX/XXXX. I tried to call the Shellpoint phone number on the transfer notice, but it required the caller to answer marketing questions ( there was no option to talk to a person unless you went through a marketing survey ), so I hung up. Each time Shellpoint called me, they asked for personal information, which I refused to give to them. The representatives were extremely rude, when I explained to them that I had talked to XXXX XXXX and that my mortgage had not transferred and was current with XXXX, they harassed me and tried to get me to provide them personal information. I asked them to stop calling me and they refused, they said that I needed to send the a cease request in writing by mail and that they would keep calling me until I did that. I also asked them to not use my mobile number for robo calls ( they asked me if it was okay and I said no ) but they continued. One rep said that this was how they made their calls. I am concerned ( 1 ) because they continiuosly call me and harass me on my work mobile phone and wont stop, ( 2 ) they may be reporting negative credit on my credit report and ( 3 ) that XX/XX/XXXX I will be forced to do business with such a company. Both companies say the other company is incorrect, XXXX XXXX was supposed to be investigating but I have not heard anything back.
|
| 10/10/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
|
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After an unsuccessful foreclosure mediation which resulted in Certificate to foreclose was issued ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX respectively ) we requested a review and approval of a loan modification. From the original modification request, we have submitted the lender 's documentation request always in a timely manner. The lack of communincation with our lender negotiator caused the documentation we submitted each time to go stale and cause the lender to request the same information over and over again as if the underwriter never received what we submited or received it later than we provided it. Now we are faced with Foreclosure Sale Date on XX/XX/XXXX. We have submitted a new modificationm request and when we contact the lender for a confirmation of the documents it is confirm the documents are in review then we call the next day and something else is requested. All of which was already provided. Since we are still receiving the inconsistencies that we dealt with for the past year, we feel very worried that the loan modication package review will not be given the allotted time needed to request a postponement. As such we are reaching out the you in the hopes that our file will be reviewed in enough time to request the postponement. Through the whole year that we have gone back and forth with the lender and the documentation request process not once were we declined the mod due to the financial/hardship status, etc it was because of documents not received on time which baffles us. It seems that all of the documentation request we received advising a decision should be made in 5-10 business days or 7-20 business days ( info stated in document confirmation letters received from lender ) that after a year worth of this back and for we would have had a decision by now which would have not led us to our home risking a foreclosure.m
|
| 05/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American |
|
I am writing about Shellpoint Mortgage Services reporting my account to credit bureaus as delinquent during the conclusion of my Covid-related forbearance, while they were considering my loan for modification.
My account should not have been reported delinquent. I followed every step correctly in the months leading up to the end of the forbearance period, asking repeatedly on calls and emails if I should end the forbearance early in order not to affect my credit. I was told to wait until the end of that period and that I would be given options on what to do at that time.
It took about two months for Shellpoint to get me set up for the three-month period of reduced payments to see if I qualified for loan modification. Those three payment were made on time. Then it took another two months to receive the loan modification offer, which I was not satisfied with, so I ended up paying the full amount due and making my account current.
The purpose of the Covid-related forbearance was supposed to be to allow people like myself, who lost most of their income during Covid, to have considerations that would NOT affect their credit. However, they reported my account delinquent even though I properly followed all the steps and was in constant communication to make sure that did not happen.
Now I find myself wishing to sell my property and purchase another one, and I may have difficulty getting a mortgage due to the actions of Shellpoint.
I have requested several times by phone and once in a faxed letter on XX/XX/2022, which they acknowledge receiving, that I want them to correct the information to show that my account was not delinquent during the time I was waiting for them to determine if I qualified for a modification, and then while I fulfilled the requirements for modification.
Thank you for your assistance in getting this corrected.
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| 08/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I filed an insurance claim and my insurance company paid {$81000.00} for damage to my home. They included Newrez on the check with me, since we both have an interest in the property. NewRez asked me for documents to verify that I have completed the work that I'd like to collect the funds on. I sent all of the requested docs. NewRez never called, so I followed up and they said I only needed a license for the contractor I used and they'd release the funds. I got the license and sent that in. NewRez sent an email saying they were processing the paperwork, but never followed up again.
So I called and then they told me that the documents I sent before I sent the license are not correct now. They didn't bother to tell me that weeks prior when I followed up and only mentioned I needed a license. So I paid for all of this work to be done and they are still holding 100 % of the funds months later, as I pay interest. Also, I own about 25 % of value of the home, so there's no reason they should be holding every penny of the amount given.
They were not satisfied with the paperwork, so they asked me to follow up with the contractor again only after I called again.
NewREz is clearly holding the money hostage. They make no effort to do anything unless I call them, and every time I call them they need more documentation or they tell me something isn't right.
I asked about the interest on the money that I'm paying and they're collecting while holding it and they only tell me that I can get what's in the account only. So they're profitting while I'm out of pocket as they hold the money hostage.
I informed them that I'd file a formal complaint and then they said they'll get someone out right away for an inspection. This company is ruthless and leave people hanging as they profit. If this is typical of their business plan they should be looked into.
|
| 04/20/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
My mortgage loan was with XXXX XXXX when I fell behind on some mortgage payments in XXXX of XXXX. I reached out to XXXX XXXX regarding modification. We started the modification process, and I was waiting for the decision. In the process of the modification, the loan was sold to Shellpoint mortgage in XX/XX/XXXX, I received a letter explaining my loan was transferred, but I didn't receive anything from XXXX XXXX. I reached out to Shellpoint regarding the status of my modification because I was assured that they will pick up where XXXX XXXX left off. A few days letter I receive a letter that my house is going to be foreclosed on in 45 days or I can short sale. I immediately called Shellpoint and spoke to someone explaining to them that was the first I heard of anything especially a decision. Shellpoint agreed to start the process over, and I started making forbearance payments in XXXX of XXXX from that moment on until the day I sold the house on XX/XX/XXXX, I have made on-time payments. After the modification, the amount had changed, but my credit report was not reflecting the change, so I disputed the amount. After I disputed the amount Shellpoint added to my credit report that I was late XX/XX/XXXX for 150 days which is an absolute lie. I was late with XXXX XXXX but never Shellpoint. I also was going through a modification and should not have been late while going through the process. I have disputed several times and has spoken to them about it. They have damaged my credit with reporting the late payments. I lost the loan on my new house because of what they have done. I'm asking them to please change that although I have sold the house. I have worked hard to get my credit right to do this for my family, and a company that should honest and have integrity would intentionally do that to harm someone chances of having a better future.
|
| 09/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Older American |
|
This involves a transfer of my mortgage between two companies. XXXX XXXX sold my mortgage to NewRez. They are including an escrow of {$29.00} to be paid but they cant provide information to what is for. I called NewRez on XX/XX/XXXX and was told that was an error and he would talk to his supervisor to correct the mistake and if it was not removed to call them back. Well it was not. I again called them on XX/XX/XXXX and spoked with another person and hardly was even able to understand what he was saying. In conclusion he said is an escrow from XX/XX/XXXX that I had to pay to XXXX XXXX and that I have to call them to find out why. That I still have to pay NewRez even if I appealed I have never had taxes or home insurance in escrow, never received a letter that I owed them anything. He also said he would send me an email with all the information but I never received anything. I called XXXX XXXX and the person that answer was very professional and she looked at what was happening. She said there was a charged of {$30.00} from XX/XX/XXXX from a lender. That was the time I was working with my home insurance to get payment for the hurricane damaged from XXXX, XXXX, XXXX and they received the money from XXXX XXXX and they had the money in escrow, for months. Still I had never received a letter from XXXX XXXX that I had any outstanding bill or due money to them. This is new to me and someone could have made a mistake. If this due money is correct then I would think I have a right to find out what is this for. I cant see how this NewRez debt collector is imposing this on me. What are my rights here and since Im on Social Security with limited income I should be able to resolved this. Maybe {$29.00} is not much for them but it is for me. Im not sure Im forgetting anything else to include here. Please advice what I can do to protect my rights.
|
| 01/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan in XXXX on my condo is being serviced by NewRez, who purchased the note from my previous lender.
1. They sent a letter to me that arrived XX/XX/XXXX that states that they informed me by letter 45 days prior that there was an issue with my flood insurance and gave me until the XXXX. There was no prior letter, and since they acquired the asset as of XX/XX/XXXX they of course would not be sending me a letter before they were the lender. So I am left in the position of being under unreasonable duress to fulfill their insurance requirements.
2. They claim, on one hand that they do not have a copy of my flood insurance, and on the other that the amount allocated to my unit is not sufficient. How would they know if they don't have a copy of my homeowners? Furthermore, they plan to increase coverage from what is currently in place by 25 %.
3. When i submitted a copy of the coverage, which is from XXXX, they did simple math and decided that the {>= $1,000,000} of coverage for " Replacment Cost '' divided by 191 units yielded only XXXX/unit and therefore my unit was deficient from the {$170000.00} they require.
The calculation by the lender is completely arbitrary and does not reflect how insurance deals with claims. Firstly, my unit is one of the larger units in the building. The insurer would not allocate the total coverage generally governed by the unit count, but it would be based on unit size.
Total replacement cost is also a judgement the insurer made, in its sole judgemenet, as to the reasonable replacement cost. XXXX is a reputable company, and to resort to some arbitrary method, which yields 25 % difference in coverage, is for the benefit of the lender and to the unfair detriment of the borrower.
This is not a fair lending practice, and should be investigated as it may be common practice by New Rez as a loan servicer.
|
| 02/21/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
|
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I have been denied twice for a loan modification from Shellpoint in the last 6 months. My initial request went in XXXX and I should have been considered for the HAMP program that was still active. I have sent them proof that I can afford my mortgage payment and have asked them to add the arrears to the balance and give me a fresh start through the MHA program and/or their in-house programs. In the first review, the income that was calculated was not accurate and we were denied for lack of income per a discussion with Shellpoint representative, and so we submitted the package again via an appeal to the first submittal in XXXX XXXX. The denial letter of XXXX/XXXX/XXXX also states that the investor on our loan, XXXX has not given Shellpoint authority to modify our loan under HAMP and that the XXXX did not approve a Standard Modification because of the results on the NPV evaluation.
The appeal was sent in on XXXX/XXXX/XXXX with the supporting income documentation. Shellpoint on XXXX/XXXX/XXXX once again denied our request, now for a different reason that was given to us over the phone. We are waiting for the denial letter as we write this. The reason that was given to us over the phone was something having to do with our property having equity. It sounds to us that the servicer and possibly the investor are just wanting to foreclose my property because there is equity and they would be paid in full, leaving me and my family of XXXX without a home.
We believe that Shellpoint and its investor can work something out for us and have not taken the necessary steps required by the law to consider all options for us. They keep coming up with a different excuse to not approve our loan modification. Please help us investigate this servicer and investor, we really can afford to keep our home and now are stable to do so. We just need a chance.
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| 01/12/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Approximately XXXX days ago, I received an escrow statement from my mortgage company ( NewRez ). While reading it, I noticed that the charges for my escrow ( taxes and insurance ) went from {$32.00} all the way to {$220.00}. And, if I don't pay the {$220.00} by XX/XX/XXXX, this amount will be added to my regular mortgage payment of {$460.00} ; this is not right. My common senses tell me that NewRez is trying to XXXX me over any way they can. This is the fourth year I have had issues with this company. It does no good to call them, therefore the only recourse is to make a complaint, which I feel is legitimate. By the way, I want to mention that my mortgage was unfortunately sold to this lousy company.
I have lived in my condo for 20 years, and I have never had issues with my former mortgage lender ( XXXXXXXX XXXX ). Unless I have an adjustable mortgage, which I do not have, my mortgage payments should not balloon up. There is no way I can afford a huge increase in a mortgage, while dealing with a huge increase in my maintenance fee and condo insurance. I know that the escrow ties into the flood hazard insurance and taxes that my condo association pays. I have sent NewRez proof of this over and over.
During my first year in my condo, I was informed that whenever there is a shortage ( which should be a small amount ), my mortgage payments will increase just a few dollars. What is questionable is a shortage that is close to {$1000.00}. This is extremely upsetting! I also want to add that I forgot that I was referred to your office for a resolution. I have made several complaints to the XXXX. I really wish more and more people would file complaints because there is strength in numbers. Posting negative reviews does no good. Attached is some information for your review. I look forward to hearing from you. Thank you for your time.
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| 06/10/2021 |
Yes |
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Web |
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We began working with XXXX XXXXXXXX XXXX XXXX getting our FHA loan started in XX/XX/2021.
On XX/XX/2021 the underwriting process began and we submitted all of our documents that New Rez, LLC and XXXX XXXX XXXX XXXX requested.
On XX/XX/2021 we communicated via email to XXXX inquiring when the appraisal would take place because our banking information had already been taken.
On XX/XX/XXXX we were told the appraisal had been ordered through XXXX XXXX by XXXX.
On XX/XX/2021 the XXXX XXXX transaction was processed from our account.
We were scheduled to close on XX/XX/2021 per the sellers request.
Since all necessary requests from New Rez, LLC had been submitted there was no doubt in our mind that we would be off schedule.
On XX/XX/2021 we received email correspondence from XXXX XXXX that the appraisal had been scheduled and provided the appraisers information.
Since this time we found out that the original request on XX/XX/XXXX had actually been CANCELED after I personally called to see why there was a delay.
The appraiser told us the earliest he could schedule it was XX/XX/2021. 4 days AFTER we were scheduled to close.
Since we were in a rental home and we had fully prepared to move on the XXXX now we were officially to vacate the home by the XXXX.
Our entire household belongings have currently been sitting in a XXXX Truck since XX/XX/XXXX that we are STILL paying for because as of right now, XX/XX/2021, we still have not closed on this home.
We have had so many delays with New Rez LLC, XXXX XXXXXXXX XXXX XXXX and XXXX XXXX attention details. Each minute is costing us money in interest, XXXX fees, and emotional distress from not having our home. We have been fortunate to have family close by let us stay because paying for a hotel would not be possible.
We will NEVER use these companies again for anything.
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| 02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XXXX Covid19 restrictions prevented us from making payments for 18 months. We are 34 years in our home. Have plenty of equity. Can resume making payments. The servicer SHELLPOINT MTG, likely received Federal assistance is denying XXXX mortgagees a deferment during the 18 month period. They have repeatedly refused to allow us to resume making payments when XXXX Covid lockdowns/ protections have ended.
Shellpoint repeatedly mislabeled our calls over the 18 months trying to deny we had asked for Covid19 protections due in XXXX.
Shellpoint as servicer for XXXX XXXX XXXX XXXX repeatedly engaged in aggressive collection tactics sending unannounced strangers to our home claiming to need to appraise our home. They had no appointment, offered no ID, shouted loudly they were sent by the bank so our neighbors would hear of distress, one in XXXX tried to discuss the matter asking in a speculative way what the situation was ... and today a third one found lurking in our yard, made claims he needed to enter our home.
This is not the Covid19 protection XXXX citizens deserve. It has been a nightmare. We also have a 2nd mortgage current as the 2nd mortgage servicer was a pleasure to deal with the whole while from beginning of Covid to now.
And employee working from home stated he has not seen any deferments given.
This has already been shared with a XXXX and escalations in the corporate office of Shellpoint since XXXX when they refused to accept payments.
They are trying to wear down and weaken the borrower so they can avoid deferrals of payments to the end of the loan. Their goal is to get a modification shortening the repayment term of the arrears, or foreclose. This will destroy the XXXX housing market if they are allowed to cause so many foreclosures.
Shellpoint customers must be all offered a full resumption of payments.
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| 02/07/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
Servicemember |
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We have an issue with the mortgage attached for the loan under Shellpoint for over a XXXX dollars. The property was purchased in the business name as we do with all our properties since we have been in business and XXXX XXXX stands as guaranto. We have almost 200 properties like this. XXXX stands as guarantor so it is therefore not reported on his credit. We refinanced this in XXXX XXXX and it was just that. Now comes XXXX we are realizing they started reporting it on XXXX 's personal Credit, so that's a XXXX dollar loan with a {$7000.00} plus mortgage weighing his credit down which will obviously affect his DTI and affect him getting other loans and has affected him getting several loans We have tried tirelessly to get it corrected with the mortgage company and The mortgage company is telling us that the investor has chosen to now report on both business and personal credit and only the investor can change that. I need to get it changed back to my original agreement of being reported on my business credit and not personal. I have almost 200 properties and they are in the company 's name. He is the guarantor and they are not being reported on my credit report which is the whole reason for being in the company name.
He is locked into a 5 year prepay and now he's also being screwed over as well by getting it placed on his personal credit.
XXXX is not the borrower, the borrower is XXXX XXXX XXXX XXXX XXXX. XXXX is only guaranteeing the loan. That is not what we agreed to. We would never do business with anyone putting our business loans on our credit report. It is a breach of our agreement. It is a business loan. We need this to be removed from his personal credit.
We have the original paperwork signed and attached. We also have other loans with the same lender purchased the same way which are not on our personal credit.
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| 03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We are working with a company by the name of NewRez. This company purchased our loan from another provider in the past year. We decided to take advantage of the refinancing options that were available to us and they have been delinquent on every step of their responsibilities. We started the refinancing process in XXXX. We provided all of our required documents with 48 hours of them posting our new loan application. During the first 2 months we could not get any response from there company at all, we were then advised that we need to resubmit our previous required documents because they had now expired due to length of processing. We began asking questions on or about XX/XX/XXXX. The first acknowledgement we received back was XX/XX/2021. We were told that we would not need an appraisal completed because they could view similar homes in our area, this changed in late XXXX. We were originally informed not to make our existing mortgage payments because they wanted the new loan complete and to replace the original - this request has been delayed at least three times by NewRez and has penalized us having to pay on the old loan and not being able to take advantage of the lower interst rate and ability to pay more towards our principle. In the last few weeks we have been told that they were experiencing technically difficulties moving our loan through their system. They have asked us again to resubmit our required paperwork due to it expiring again. We were scheduled to finally close on Wednesday, XX/XX/XXXX but received a call from a Notary stating he never received the loan documents from NewRez. NewRez notified us later of that the had " technically difficulties '' again which did not allow them to send the documents. We are now scheduled for Monday, XX/XX/XXXX but have little confidence in them meeting this deadline as well.
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| 06/03/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We have been trying to refinance with XXXX since XX/XX/2020. We had declined a Refinance with NewRez LLC on XX/XX/20. Mortgage was sold by XXXX XXXX XXXX. ( filed BK ) to NewRez starting XX/XX/20. Numerous requests have been sent to NewRez asking for the FHA Case Number transfer and copies of the Appraisal Documents. It appears NewRez LLC has been delaying and misleading by not providing the requested information, for all practical purposes, almost malice and holding my mortgage transfer requests as ransom or punishment for not refinancing with NewRez LLC.
XX/XX/20 XXXX Filed Complaint with Dept. of Housing & Urban Development ( HUD ) XX/XX/20 Filed Complaint with XXXX XXXX XXXX ( XXXX ) XX/XX/20 Emailed NewRez, Multiple Requests XX/XX/20 - Contacted NewRez, requesting FHA case number and appraisal documents.
XX/XX/20 - NewRez correspondence received via USPS.
XX/XX/20 - NewRez correspondence received via USPS.
XX/XX/20 NewRez responds to XXXX 4th Request.
XX/XX/20 - NewRez correspondence received via USPS, as stated above.
XX/XX/20 - 6th email request by XXXX requesting transfer of the FHA Case number and the Appraisal Documents.
XX/XX/20 - Personally emailed XXXX and XXXX requesting FHA Case transfer and Appraisal Documents via email @ XXXX XXXX PST.
XX/XX/20 - 5th email request by XXXX XX/XX/20 - 4th email request by XXXX XX/XX/20 - 3rd email request by XXXX XX/XX/20 - 2nd email request by XXXX XX/XX/20 - 1st email request by XXXX requesting transfer of the FHA Case number and the Appraisal Documents.
XX/XX/20 - NewRez Processor ( XXXX XXXX ) responded to Refinance Loan Declination via email @ XXXX EST.
XX/XX/20 - NewRez Refinance Loan was declined via email @ XXXX XXXX PST.
XX/XX/20 - The NewRez Refinance Loan notification stating the Refi Loan was officially cleared to close via email @ XXXX XXXX XXXX.
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| 08/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On or about XX/XX/2022 an agent of the servicer for this loan contacted me to ask me " how low a payment I would be requiring for the loan modification? '' *this was done without requesting permission from to speak with me from my bankruptcy attorney.
On or about XX/XX/2022 XXXX Bankruptcy attorney ( after being provided an incorrect fax number by the servicer ) submitted an authorization for the agent to speak with me.
On or about XX/XX/2022 This same agent began to evade the loss mitigation option of a loan modification when she told me that " we don't do loan modifications over here... You're better off applying for a home refinance ... Can I get your their phone number?
On or about XX/XX/2022 This same agent contacted me again to ask the same information I provided the last time we spoke. This time this person requested gas, electric, water bills among others. I was also asked to submit an initial document on their website called their " monthly expense worksheet. '' I have a strong belief the servicer has not been diligent in the processing of this loan modification application.
Additionally, the loan modification was delayed with no communication from the agent including but not limited to : 1024.41 ( b ) ( XXXX ) to review the application to determine if it is complete, the requirement in 1024.41 ( b ) ( XXXX ) to exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application ( see comment 41 ( b ) ( XXXX ) XXXX ), and the requirement in 1024.41 ( b ) ( XXXX ) ( i ) ( B ) to provide the borrower with written notice that the servicer acknowledges the receipt of the application and has determined that the application is incomplete.
Throughout this process I have not been provided with a fair review process or direct and ongoing access to servicing personnel
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| 04/16/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To : Consumer Financial Protection Bureau Re : Complaint - ShellPoint/NewRez Mortgage The following statement serves as an addendum to the attached complaint ( doc ).
As the closing deadline has passed, we are now faced with a fee of {$1200.00} to extend the rate lock with XXXX, which is now an additional expense coupled with the unwarranted late fees imposed by ShellPoint/NewRez. Following a review via ShellPoints online portal, they applied our overpayment for the month of XXXX by assessing another late fee despite being told that the payment would not be late if made by the XX/XX/2021. This too was a result not being fully informed regarding XXXX payment as we were in the process of a closing date. This situation has presented us with a significant loss of thousands of dollars in savings, by the unfortunate actions and inaction of ShellPoint/NewRez. Subsequently we have lost the opportunity for our VA IRRRL.
Our current mortgage rate with ShellPoint is 3.5 % and new IRRRL was locked at 2.875 % with XXXX.
ShellPoint also delayed acceptance of the electronically signed Borrowers Authorization Form, informing the title company that the e-Signed request was not acceptable ; the hand-signed copy was subsequently accepted, thereafter. There were response time delays as well.
This is truly heartbreaking and unacceptable behavior from a financial institution. As a veteran, I served my country, live a life of integrity, pay my taxes and bills. My wife and I are justified in forecasting a future with reduced debt via the now missed opportunity for an IRRRL. The adverse impact to my credit rating is unjust. This experience with ShellPoint/NewRez is suspect regarding the timing - as we were on the cusp of closing with XXXX.
I have included a 1 year ACH payment history demonstrating on-time payments.
XXXX, XXXX XXXX
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| 08/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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This client began trying to modify her loan in XXXX when her lender was XXXX. She continued to reach an attainable modification until XXXX when then lender was XXXX. After not being able to attain a modification, she opted to list her home with me in XXXX of XXXX for a short sale. At this time the file was with XXXX. The file was then sold to XXXX ( XXXX investor ). Although we were able to eventually get an offer that was approved from XXXX they buyers failed to close. We then submitted another offer with XXXX and was processing when we received word our file was being transferred to Shell Point. Up until the transfer we were communicating with the new investor through our contact at XXXX. We even received a counter offer from the new investor ( shell point ) and then the file was officially transferred over. We then spent the next 3 months trying to get an approval on this same offer. The buyers could not hold out any longer and again the buyers walked. I sent the contract cancellation the same day I received the approval from Shell Point. I then relisted and resubmitted an offer to Shell Point, first for {$310000.00} then {$320000.00} as to match the previous approval amount. This was submitted on XXXX XXXX, XXXX. I was told if I could submit at the same amount as the last we could expedite the file to get a quicker approval. Since then I as well as the sellers attorney have been told that this file will be expedited. If I do not get an approval for the current offer by this Friday, the buyers, will again walk. No one can seem to get an answer from the investor for Shell Point as I am told they are not in house. How can I expedite this file? This client has been through four different servicers in just one year. The sale date for this home has been deferred twice. There is another sale date scheduled for XXXX XXXX.
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| 09/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is being serviced by Shellpoint and they are responsible for paying my property taxes which was due on XX/XX/XXXX. I received a invoice for payment from my county and I reached out to Shellpoint on XX/XX/XXXX. I communicated with XXXX XXXX and she told me that the personnel handling the taxes did not pay on the due date because my town had extended the payment date to XX/XX/XXXX. After insisting the payment be made immediately she sent me a receipt that the payment was made on XXXX. I received a second note from the county that my taxes were delinquent. The letter was dated XX/XX/XXXX and when I spoke with the county they informed me that the payment was not processed because it was not correct method of payment. That payment was returned on XXXX to 3rd party, XXXX. I contacted Shellpoint and spoke with XXXX XXXX the supervisor who again assured me this will be handled with the 3rd party vendor they use to pay the taxes, XXXX. XXXX emailed me that a check was sent to the county XXXX and he would follow-up to make sure it was received. After not hearing from XXXX I followed up with the county and was told the check sent was not a certified check and was not accepted. I am still waiting to hear from Shellpoint on the status of my tax payment. This very late payment is now accruing interest.
The point of having a mortgage holder pay taxes and insurance is to ensure bills are paid in full and on time. The money was in my escrow and I don't understand why Shellpoint waited to pay my taxes. Is this a scenario where they were trying to use the extended payment period offered by the county because they are illegally moving money from one persons escrow to pay off other peoples debt? I do not trust this company to continue to service my loan and I would like to see an investigation into their business practices.
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| 09/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home loan was sold by my previous mortgage servicer to XXXX XXXX XXXX around XXXX of 2015. Since then, they have been adding a balance of about {$900.00} for legal fees that they claimed they inherited from my previous mortgage company. I have contacted them many times via phone and email asking for proof that I owe this legal fee, but they failed to show any signed documents showing that I owe this amount. My last conversation with them was today and the rep said she would send me the document showing what I owe and she basically sent me a payment history showing that I was never late and a letter from ShellPoint showing that I owe a legal fee of {$520.00}. I asked for rep for any documents signed by me showing that I owe this amount and I also asked her if this was something Shellpoint inherited from my previous mortgage servicer, how come they never asked me about it for 5 years and suddenly when the loan was transferred to Shellpoint, the legal fee was added to my monthly statements and she did not have an answer. At this point, I feel that ShellPoint is scamming me and I suspect fraud since they can't come up with anything. The only communication I received from ShellPoint was a letter stating that they would look into the request and let me know and they never got back to me. I disputed the amount several times but they never responded to my request with either evidence showing what I owe or a solution to resolve the situation. I would like this fee removed since ShellPoint can not provide proof. I am attaching a copy of my statement history showing that I was never late for a payment and a copy of the account status document they sent me when I asked for proof showing that I owe this legal fee. My loan number is XXXX, mortgage services, Shellpoint Mortgage, XXXX, SCXXXX, phone XXXX, www.shellpointmtg.com
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| 06/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American, Servicemember |
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The house belonged to my parents, both of who have passed away. From the start, I have tried to work first with Ditech, who had the mortgage at the time, and later with Shellpoint, who currently has the mortgage. Ditech was never very helpful. From the start, XX/XX/XXXX, Shellpoint refused to provide any help or requested information or forms I needed for Probate Court. { I have attached a letter I send to Probate Judge per this. } Shellpoint did not contact me until XX/XX/XXXX and then only after I had made several attempts to contact them. I notified both Ditech and Shellpoint that the estate has run out of money, what little there was. XXXX XXXX people dont leave a lot. I notified both that we would no longer be able to continue payments for the house and have been unable to find a buyer for the house. I notified them that the house would need to go into foreclosure.
At this time, I felt that Shellpoint was starting to work with us. They provided me with a contact person who I was told would handle what they called a short sale. I even referred someone who contacted my sister a few weeks ago about buying the house.
Then we were served with a notice that an action has been filed against us in XXXX County ( S.C. ) Court of Common Pleas. I feel that I have done all that I can. I tried to work with both Ditech and Shellpoint in good faith. I also feel that neither Ditech nor Shellpoint has worked with me in good faith.
I have attached other documents that support my views and show a history of my interactions with both.
I have other forms that I can mail to you. I do not have copies on my computer that can be uploaded. One is a letter dated XX/XX/XXXX from the Judge of Probate in XXXX, S.C. ( XXXX XXXX XXXX XXXX, XXXX from XXXX XXXX XXXX, Deputy Clerk ) stating the time for filing claims on the estate is up.
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| 08/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/XXXX, I had applied for a cash out refinance loan on a manufactured home. I already had a loan with the lender : New Rez. I completed paperwork, and my loan rep ( yes, I will name names ) - XXXX XXXX was more than happy to communicate with me on the required documentation and appraisal fees which were sent. He was very prompt in his communication with me. An appraiser came in late XXXX to appraise the home which appraised very well. Everything was in order or it seemed. I called on XX/XX/XXXX for a loan status and received no call back, I proceeded to continue to call with no callback and sent emails with no reply for a month and a half. My loan was then with XXXX XXXX ( Jr.Loan Processor ) who also, never called me back to let me know how the loan was progressing, It was not until late XXXX, that I finally made contact with a random rep who informed me my loan was denied. Were they ever going to let me know the loan was denied while I waited for almost two months? It was denied due to : New Rez does not do a cash out refinance on a manufactured home. This information should have been disclosed at the beginning when I called and ASKED. Nothing was disclosed and they knew full well this loan was never going to be approved. However, they were more than happy to take my appraisal money in the amount of {$500.00}. After I paid, I heard nothing. New Rez has in essence, stolen from me and are predatory lenders. I was assured by the random rep that the issue would be escalated, but it is going on two weeks with no reply and the random rep is now ignoring my inquiries. I am at a loss. I am frustrated with calling and being forwarded to rep after rep with no resolution. I don't know who to call or what to do to get my money back. I would hope this would be resolved in good faith, but it seems pretty hopeless now.
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| 05/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The first and second monthly mortgage payment were received, one was posted the same day, the other was recorded about 14 days late. The following 2 month mortgage statements had about 48 erroneous credits and debits on the mortgage statement, none of the ACH monthly payments sent were credited to my account, thus, the principal and interest amortization schedule did not match my accounting. I have since then sent a letter from my bank, signed by the XXXX XXXX Branch Manager that 4 monthly payments have been sent ACH between the XXXX - XXXX day of the month, I was concerned that a foreclosure could be started soon, should this not be resolved in time ( 90 days plus ). Sending numerous emails asking if the misapplied credit and debits are from other borrowers. The answer I received was shocking, the person mentioned in the email " that the account number is associated to 3 different loans so that's where the mixed up happened ''. This person also claimed that a refund of {$460.00} was sent to my bank. ( I thought ; how did this person have my bank account number and routing number? ) In her email she stated " the refund was sent, that this amount currently left to cover XXXX 's payment. '' She requested my bank statement, etc. it was then that I asked who authorized this refund, what was the reference number to this alleged refund and so on. She finally admitted that this so called refund was sent to someone else. The account number to my XXXX has now been changed due to this person mentioning that 3 other loans are using this number, ( in an accounting software? ). The fron of the monthly statement does not have a mailing/ payment address. My concern is also with the credit reporting agencies, I have not had a chance to request a report, since I never received an answer as to who this company NewRez reports to.
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| 12/19/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan servicing, payments, escrow account
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Web |
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Shellpoint Mortgage services our home mortgage and has had XXXX major servicing errors on our account in less than 45 days. Both of which my wife and I have had to spend significant time resolving. In XXXX of 2015 they incorrectly processed Homeowners insurance payments. After 6 hours on the phone over 4 days and filing notice of error Under CFR 24 they finally resolved and corrected our escrow. Then in XX/XX/XXXX we made out MTG payment and they processed it not once but twice resulting in a NSF charge on our bank account of {$32.00}. We called XX/XX/XXXX to notify them and they we very apologetic and cancelled the duplicated payment and offered to refund us the {$32.00}. We sent the necessary paper work to them that day. On XX/XX/XXXX they on their own accord reversed the initial payment as well and then charged our Mortgage account a {$25.00} NSF charge. At XXXX XXXX on XX/XX/XXXX we received a call from a " Number not available '' from Shellpoint. On that call they demanded to know when and if we were going to pay out mortgage. After I reviewed the account history and speaking to my wife I called back. They admit there mistake and have claimed that IT has fixed the issue.
Though they resolved the escrow issue and are now working to fix the recent payment processing errors Shellpoint treats its customers as guilty until proven innocent. The only way I seem to get results is to threaten reporting them to this agency. Well, I have had enough ...
As a servicer should be able to process escrow payments to insurers without tripple paying them, and they should be able to properly process payments without double withdrawing the funds and then charging the consumer a NSF and it should not take hours and hours of the consumers time on the phone fixing their mistakes.
If I could switch servicers I would ... ....
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| 02/23/2023 |
Yes |
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- Trouble during payment process
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Web |
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Complaint : billing and payment regarding property at XXXX XXXX XXXX loan number ending XXXX.
On XXXX I received an answer to my complaint where it was noted by XXXX XXXX that an amount of {$3500.00} was due.I attempted to make payment for XXXX and XXXX regarding this loan however the website wont allow payment. Ive reached out to my XXXX for over two weeks before a response was made. In addition the portal to make payments, stated there is a payment stop on my account.
XXXX, and XXXX payments were made to XXXX per our modification agreement ( see attachment ) I had no problems until Shellpoint took over in XXXX I am more than willing to proceed with the payment for XXXX and XXXX total XXXX and proceed with such going forward, however, Shellpoint sent over new modified documents to my residence assuming I would sign a new agreement but I am not obligated to sign new terms, because under the fair debt collectors practice act I want my agreement with XXXX servicing to stand. I have no interest in paying other fees and inflated monetary request. Shellpoint assumed a loan that was already with terms and that should be honored. I await a response regarding this matter preferable by email. Im respectfully asking for guidance to pay my monthly debt so I can move forward and you can too. Im only writing this complaint because it appears responding to customers is not a priority but you respond to complaints so here are.
In addition, please validate that my modification was not completed by XXXX servicing, my documents states it was approved and payments were being accepted since XXXX.
I am requesting proof that it wasnt completed with the private lien holder.
Lastly, please see all proof of payment attachments, including response letter from XXXX XXXX acknowledging the modification with XXXX servicing.
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| 08/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I bought a house in XXXX. Our first payment was due on XX/XX/XXXX. We were given a letter dated they XXXX of XXXX that our loan was transferred to XXXX XXXX and will be serviced through Newrez. We got it the day before our first payment was due. At this point we were already set up for payments with XXXX XXXX so thats who we paid with. They said we could pay them up until the XXXX. After that we pay Newrez. We let Newrez know and gave them to confirmation number on the 1st after we made our payment. They said the transfer of payment would take 7 business days. My husband called a week later and that person told him it would take longer. He called two more times each following week, and it was still not complete. I called on the XXXX of XXXX and that person told me they would initiate the transfer and it would take 72 business hours. I called back on the XXXX of XXXX and that person told me every attempt to transfer was canceled due to insufficient information. She said she could talk to a supervisor but there was nothing more I could do. At this point we have letters saying we are late and our XXXX payment was applied to XXXX. We have another letter saying we would get a late payment if we dont pay by the XXXX. I called today and that person told me we needed to provide a screenshot of our account showing we paid the other lender and it was not returned. He said it would take 7 days to complete. He also said that there was something sent to the credit Bureau. I thought we had a 60 day grace period for any credit reports or late fees, which would put us at the end of this month. And in reality this should not have taken this long to fix. I am not sure I trust that this will be taken care of since this is the 3rd person Ive spoken with, my husband spoke to 4 people, and it still isnt resolved.
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| 08/30/2022 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
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|
Web |
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On XX/XX/XXXX I had funds to pay my mortgage to the Amount of {$1300.00} credited to my shellpoint Account. I requested that these funds be applied to my XXXX mortgage payment.
I was then informed that the funds to the amount of {$500.00}, had never been placed into the Shellpoint mortgage account for XXXX XXXX XXXX XXXX, MA Loan Number XXXX account.
I was perplexed as the amount of {$500.00} had been wired in via a wire transfer on XX/XX/2022. The agent I was speaking on the phone was insisting that the monies were not there and were never wired in. On the bank statement from XXXX, and on the wire transfer receipt. It clearly shows the amount had been debited on XX/XX/2022.
I then went on line and found that there was no record of the {$500.00} USD on the Documents and statements by Shellpoint. After signing off and going back online, the amount magically appeared.
I then called Shellpoint and demanded that the funds be applied to my the XXXX Mortgage. The Agent on Shellpoint refused to apply the amount and stated it was not my money, when in fact it was wired into the account on my behalf, as witnessed by the Bank Manager at XXXX Bank on XXXX XXXX, XXXX XXXX on my behalf.
As evidence that what I am saying is really true, I am submitting the PDF generated on XX/XX/2022 showing that there was no XXXX XXXX Dollars deposited on XX/XX/2022 and the subsequent about 20 minutes later on the Same day, after I spoke with their staff showing the XXXX dollars had actually been deposited on my behalf.
There is no valid reason, as the funds were never returned, and if Shellpoint is not applying the funds and not returning funds this is Fraud.
I would like you to intervene, and since Shellpoint, which is servicing XXXX XXXX, has already been investigated by the Department of Justice for similar behavior.
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| 08/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
|
|
Web |
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My mortgage is serviced by Shellpoint Mortgage. I exited forebearance XX/XX/XXXX. We were on forebearance due to XXXX, both my husband and I became XXXX and my job was lost due to the pandemic. I recently gained full time work and we contacted Shellpoint and followed all directions to exit forebearance, modify the loan and restart our payments. I have made 2 trial payments and will complete my third trial payment in 1 week, all within 45 days, ahead of the three month schedule provided.
Shellpoint Mortgage reported my account to all credit agencies for delinquent over 30 days for the full amount of the forebearance back pay owed, {$32000.00} on XX/XX/XXXX. No mention is made in the credit report that I am in trial payments, current on trial payments and awaiting the final documents to modify loan. It does not mention that I was in forebearance due to COVID. My credit score dropped almost 100 points severely affecting my families ability to complete a refinance of the same mortgage to bring it current. I have a XXXX federally backed loan.
I am not currently delinquent on my account and the report was not an accurate or necessary step by Shellpoint mortgage service. I contacted Shellpoint Mortgage and they sated this was allowed because they are reporting the " true '' facts of my mortgage. I asked how I could have prevented this reporting. I was told that only if I had made a lump sum payment of the total amount of forebearance and brought the account current would have prevented me from being reported delinquent on my account.
Shellpoint suggested I focus on my repayment and not my credit report in our correspondence. I have spoke with the HOPE hotline and CFB and was advised the report of delinquency on my credit report was not consistent with direction provided by XXXX XXXX to mortgage servicers.
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| 08/03/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
|
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Web |
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I requested for the following information more than four weeks ago without a response from the Trustee with respect to the documents associated with the sale of my house. At this point, Im highly suspicious of their activities and as a US Citizen requesting from CFPB Economics Crime Unit for further investigation.
XX/XX/2018 @ XXXX Auctioned sale of the property @ XXXX 3-day notice served XX/XX/2018 ( 6 days after the sale ) I requested to know ( via phone call and certified email ) the following transaction information on my property which was sold without my consent or conveyance : - Exact Date and time of sale - Final bid and sale amount performed by third party auctioneer ( Name of the Auctioneer to be provided ) - Full name of the bidder/buyer - Detail of the sale dollar transaction as it has been reported to US Department of Housing and Urban Development - ** Copy of the Sales receipt and transfer of funds by the buyer ( This is a mandatory item ) ** - Any other relevant information that needs to be disclosed ( Full disclosure requested ) XX/XX/2018 It has been more than four weeks and they have had plenty of time to provide this information, however when requested again on XX/XX/2018, there has been no response of any kind from the Trustee. Ive never given authorization to the so-called Trustee ( XXXX XXXX ) to convey the title.
It is very likely that the so-called " investor '' in this case, XXXX XXXX XXXX ( XXXX XXXX ) is a co-conspirator to complete their fraudulent activities in order to close the transaction loop.
I've been removed from my property, and as of today, I can not get the truth out of XXXX XXXX and XXXX XXXX XXXX. Most importantly the sales receipt and the transfer of {$950000.00} is of great concern that must be disclosed and reported to HUD through a settlement statement.
|
| 09/20/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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Web |
Older American |
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I originally bought this house through XXXX, which was sold to XXXX XXXX XXXX. Now it is owned by Shellpoint mortgage. On or about XX/XX/2015 I called shellpoint mortgage to tell them I had just gotten out of XXXX, and was 3 months late on mortgage payments. I asked if they could tack it onto the end of the loan because I had no way of catching up on the 3 months due to my XXXX and the recent divorce. They told me I could do a loan modification. After about 10 months of working on this loan modification, I started getting getting threating letters from shellpoint and contacted my congresswoman XXXX XXXX. After getting a person from XXXX ( XXXX XXXX ) to call shellpoint, she got it under control again and we were going to do the loan mod with another person at shellpoint. I was happy to get another person. XXXX XXXX took over the loan modification, after about a month of sending in all the paperwork in for the umteenth time, she said it was all there and off to the underwriters for a decision, she said it will take approximately 30 days. I left messages for XXXX XXXX for 3 weeks every day to have her call me, she would not call me. I told XXXX XXXX that I would not deal with anyone but her, so everyone but her called me everyday, and everyday they called I told them to let me talk to the loan modification officer XXXX XXXX. Since that time shellpoint will not accept money from me and they will be trying to foreclose on me and that was almost 3 months ago when the loan modification should have been approved or denied.
Friday I was sent a letter from shellpoint that says " notice of default and intent to accelerate '' To top all this off they are asking for all monies to be paid in full, well I still do not have the 3 months that I was behind, but I still have the money they have been sending back to me.
|
| 01/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
Dear Sir/Madam from Consumer Financial Protection Bureau : Please reopen my Case No. XXXX-XXXX. Please refer to the letter below : Dear Sir or Madam : The information in Shellpoint answer to my original request and/or complaint has a lot of misinformation coming from Shellpoint that is why I sent the second complaint to make the information to you since you, The Consumer Financial Protection Bureau, in order to open a new case to be properly reviewed by your Office and by Shellpoint/XXXX XXXX XXXX/XXXX and the right answers to my question including what happens to the excess money if XXXX sells the home for more than the amount required to pay back Shellpoint and XXXX XXXX XXXX because you already closed down my original complaint or case. If CFPB allows Shellpoint to answer incorrectly and incomplete information then where can consumers like us go to for help? I would just like to appeal to people with reasonable and logical way of approach for the best solution that will be most beneficial to all. Please note that XXXX XXXX XXXX and XXXX did my family a great disservice and although the government penalized them for their mistakes or illegal practices, my family until now had suffered and affected by such practices.
Please understand our plight and situation as the only request I have made is to give us the time and opportunity to properly sell the home in order that Shellpoint, XXXX XXXX XXXX, and XXXX XXXX XXXX will be paid properly.
Again, we would like to know what happens with the extra money if during the trustee sale, the amount paid to XXXX is more than the $ XXXX+ amount required by Shellpoint and XXXX XXXX XXXX because the current value of the home is {>= $1,000,000} to {>= $1,000,000}?
Thank you very much for your help and quick reply.
XXXX XXXX, Trustee of the XXXX XXXX XXXX
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| 01/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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1 ) I filled out an online mortgage refinance application on or before XX/XX/XXXX. But *I did NOT click the apply button*. I had questions *before* I wanted to submit to avoid a credit inquiry. I intended to call them later.
2 ) I got an automated email from them on XX/XX/XXXX with the subject : " Still thinking about refinancing? Finish your application. '' Body began : " Almost finished...
Just a few more steps to finish your application. If you'd prefer to speak with a Loan Officer to continue your application, please give us a call at XXXX. '' ( See attached email printed to PDF ) 3 ) After a day or two they began calling me, but it was always at a bad time while I was in meetings and couldn't speak with them. I tried to call them back twice but then they didn't pick-up.
4 ) On XX/XX/XXXX I was surprised to get an email from XXXX with the subject " Your mortgage application documents '' and text within the email saying " Mortgage application documents to sign ''.
( See attached email printed to PDF ) BUT I NEVER SUBMITTED MY APPLICATION because I still had questions and didn't want a hard pull on my credit.
5 ) When I logged into XXXX 's www.freecreditreport.com I could see that I had a credit inquiry on XX/XX/XXXX with a stated " Removal date '' of XX/XX/XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXX ) XXXX This hard-pull decreased my credit score and may affect it until XXXX of XXXX!
a ) While this is a minor issue compared to others, people with poor credit might be very adversely affected by this!
b ) This smells very much like the XXXX XXXX scandal where they were opening accounts for people without their permission!
c ) This type of pushy activity is particularly bad for the vulnerable, those without time, those without the clarity of mind to deal with it!
|
| 12/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I submitted a complaint against my mortgage servicing company, # XXXX. They had attempted to raise my mortgage payments by claiming that my escrow account was low. After several months, numerous calls, filing multiple complaints and supplying additional paperwork to confirm that I was not required to pay monthly escrow for taxes or homeowners insurance, they finally acknowledged their error and ensured me that it had been corrected. In XXXX I attempted to pay my property taxes and discovered that the company again had submitted a payment causing my escrow escrow account to show a negative balance of {$2800.00}. This action was taken by the company after having been told numerous times that I pay the taxes directly and they were not to submit any payments on my behalf. I am in the process of refinancing my loan to take advantage of the lower rates, because of their careless and negligent actions there is a possibility that the new mortgage will have to be higher in order to pay this debt. I am retired and on a fixed income, I have been paying my taxes on a quarterly basis and that is what I have budgeted at this time. They paid the total amount which now shows that I owe 2x the amount of money that had been budgeted for this expense. On XX/XX/XXXX I contacted their customer service and spoke to an individual named XXXX XXXX. He identified himself as a supervisor and stated that he would address the issue. I had not heard back from him after 1 week and sent an e-mail to an individual named XXXX XXXX in the Compliance Department. Ms XXXX initially did not even acknowledge receipt of the complaint and did not respond until I sent a follow-up e-mail. She then sent an e-mail saying only she was looking into it, there was no information about when actions would be taken to correct their error.
|
| 06/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I've already submitted one complaint about the inability to pay. This complaint is about the lack violations of Truth in Lending and RESPA, but involves the lack of information ( rules, new terms, difference from prior loan, lack of payment stubs ) provided by the company when Shellpoint Mortgage took over the loan from XXXX XXXX XXXX on XX/XX/XXXX. Backstory is that I called to make 2 payments on XX/XX/XXXX, was told I wasn't in the database, called 10 days later as told, but was not allowed to pay because I was " behind 5 payments '', of which the 5th payment was the XX/XX/XXXX payment that I was not allowed to pay. The 4th was the XX/XX/XXXX payment that I was going to pay. I was told that I had to make ALL or NONE of the payment. I questioned why my RESPA 60 day time period was not being upheld, and have had no answer. TODAY, I called and was told something totally different- I was told in XX/XX/XXXX, I didn't have to pay all the mortgage that was behind, but only 3 payments, which we could have done. I HAVE NEVER RECEIVED ANY INFO regarding loan servicing standards, rules, payment options that were different, as above, than XXXX XXXX XXXX. I questioned to day via phone, and via email yesterday, why I was not sent any packet whatsoever, even requesting that early on, OR statements and I was told that it was because I had to request those from customer service. How can a company can take over your mortgage and expect you to abide by a different set of rules than the former company if you've never given a set of rules????? I was told I had to pay late payments, I questioned why now if XXXX didn't make me, and then was told it was her mistake and I didn't have to pay late payments. You can't expect to follow any rules if you've ever received them for ANY reason. That's a violation of TIL and RESPA.
|
| 06/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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New Rez : " we are unable to reinstate our tradeline on your credit report due to the discharged XXXX XXXX Bankruptcy. Newrezs action was entirely done in compliance with federal law and was not in any way a retaliation for your complaint '' - NEW REZ ( Shellpoint Mortgage ) STILL has NOT provided documentation or clarification as to which federal law they are citing. A XXXX XXXX that was filed XXXXyears ago ( and XXXX loan servicers prior )? Please provide documentation and clarification as to which federal law you are referencing that you are suddenly in compliance with. And if so, this means you are admitting to being out of compliance with federal law for the XXXX years that you incorrectly reported my loan to the CRAs. You are fighting a losing battle.
New Rez : " You have requested Newrez to provide documentation that no errors have been caused in reporting your loan to the consumer reporting agencies ( CRAs ) from XX/XX/XXXX through XX/XX/XXXX. Prior to the removal of Newrezs tradeline, we have confirmed the loan was reported as current each month. '' New Rez ( SHELLPOINT ) HAS NOT provided ANY documentation proving they reported my mortgage to the CRA 's correctly or error-free ( before abruptly removing it from my credit reporting tradeline without any warning or communication causing my credit score TO UNLAWFULLY DROP XXXX POINTS UNEXPECTEDLY ). A haphazard payment accounting that they retrieved from the previous servicer ( Ditech Financial ) does not show the accounting that was SENT to the CRAs by NEW REZ! I have copies of weekly credit reports from all 3 CRAs proving that NEW REZ made errors reporting my loan to the CRAs! WHERE IS THE DOCUMENTATION, NEW REZ, confirming the loan was reported as current each month to the CRAs? My copies of my credit reports will show you are lying!
|
| 03/05/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American |
|
About 18 months ago I saw a drop in my credit score. I identified a negative entry for Shellpoint Mortgage. Up until then, I had never heard of them before. This had never showed up on any previous credit reports going back decades.
I then discovered this was the mortgage that my ex-wife is responsible for, her home in Virginia.
Now she has decided not to pay this on time or at all. I talked to Shellpoint several times trying to get answers about this. The only thing that I found out was that it is a 50 year mortgage. Every time I asked to see the originated documents on this 50 year mortgage I was told that they are investigating it.
First, the mortgage is in the name XXXX. This is not my legal name. My name is XXXX. I also go by XXXX to avoid the jokes, but never XXXX. Secondly, why have I not seen this before last year?
The impact on my credit score has been devastating. I filled complaints with the CFPB to no avail.
Now I realize that Shellpoint Mortgage is trying to strong arm me into paying this mortgage by holding my credit score hostage. Why else would it suddenly show up in my credit report after almost 3 decades? The are trying to force me to pay something that isn't my responsibility. Clearly, they are dealing directly with my ex-wife as this account is secured by a password I do not know, and see me as the cash-cow. I have never received any tax benefits from this home, and have never had any contact with them prior to this showing up on my credit report.
This is clearly a fraud being perpetuated by Shellpoint being aided by the big three credit rating agencies. I will not yield to their extortion, especially when this 50 year mortgage is blatant predatory lending. Because of the time this has unknowingly existed, I am unable to sue for this immoral and illegal lending practice.
|
| 05/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
New rez bought my loan back in XXXX or XXXX. My payment WAS XXXX and I had just refinanced the year prior so I know all the numbers were correct. Newrez didn't have my loan but maybe 2 months before they raised my payments by almost 90 a month. They first told me we had an increase in taxes. ( I am the # XXXX XXXX XXXX XXXX and XXXX XXXX in my community so I knew that was untrue ) the second call they told me that the escrow department REFUSED to look into it. They are holding almost 1500 MORE than my taxes and insurnace is. I plannned on refinancing but now I have to wait until we are back to work. Then they send me a letter stating they put us in forbearance. We didn't ask for that. Being in the industry i would never ask for that. I know how misleading and damaging that is to someone credit. I requested a call back 3 times ( still haven't heard anything ) on why they did anything with our loan. I just logged on to pay my XXXX mortgage and once again they raised it by another XXXX dollars. They are already holding an extra XXXX dollars. My taxes are about XXXX ( and that is guessing high ) my insurnace is XXXX ... they are holding XXXX a month. Over 6500 a year. This is uncalled for and I believe an abuse of power. I have sent my mortgage info in to the XXXX, state attorney General, you ( now for the 2nd time ) and several mortgage brokers i do business with and all.of them have said this is NOT they way mortgages are to be calculated. Not one.
This is my second time filing this complaint and the company did nothing but make excuses the first time. What they are doing is wrong and unethical. I have spoke over 50 shell point customers in my area and not one had good things to say. Not one.
I am looking for the consumer finance department to please help me before I am forced to hire a lawyer.
|
| 05/18/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
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To my dismay I noticed an erroneous reportings on my XXXX credit bureau for myself, my Dad and my daughter for a fictitious .My daughter called a representative at Shellpoint Mortgage Servicing customer service number, on XX/XX/XXXX she indeed confirmed this was an error and confirmed the following details : The loan was originally with XXXX Mortgage XXXX it was scheduled to transfer to Shellpoint but never transferred because the truth of the matter is my husband refinanced from XXXX XXXX XXXX of 2019 with no delinquencies prior and neither me or my daughter were even on the loan when XXXX was the mortgagee. I dont know how my mom and I were even on XXXX record. The loan NEVER hit your portfolio yet has been reported 120 days delinquent on all three of our credit bureaus!!! Which caused our credit rating to decline between 25-50 points each. I myself noticed this because I was in the process of applying for a loan and was denied! My daughter and I have spent several hours calling and holding to speak with your company and representatives at the credit bureau to dispute this item on all of our credit bureaus. Such negligence should not have take place and it has cost us as consumers. The other thing that concerns me greatly is that, neither my daughter, husband or I never received any correspondence from Shellpoint, or XXXX about any mortgage transfer to our residence. Please remove this erroneous reporting from all credit bureaus for all parties involved immediately. I also confirmed on a secondary phone call to Shellpoint, they has now transferred said mortgage to another lender, they couldnt tell me who, that now has our personal information and shouldnt. Shellpoint is hindering our ability to get other lending transactions approved. I would like a letter mailed to each of us with resolution.
|
| 09/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am reaching out on the behalf of our mutual customer, this letter below i sent to Shellpoint and they have yet to respond. I have called more times than I can even remember at this point. They keep telling me that they can not write me a letter stating that they ( shellpoint ) will in fact release the lien on the front of the Mobile Home title even though it is not Shellpoint, it is XXXX XXXX XXXX XXXX XXXX. This is a major problem, because the lender will not move forward with the loan until they assure us in writing that they will pay off the loan in which they have already sent me a payoff statement for as well.
Can you help me??????
We have been working for several weeks to get this closed for the Hulls, the problem we have run into is that the front of the original MH Title that you have in your possession has the lien holder as XXXX XXXX XXXX XXXX XXXX.
I really hope you are able to help me, so this deal does not get terminated.
XXXX XXXX who is the buyers lender wants something in writing from you ( Shellpoint ) stating that once we pay off the loan referenced above with the payoff statement you provided attached, you will then sign off and release the lien from XXXX XXXX XXXX XXXX XXXX that is on the front of the MH Title. I sent them the payoff statement that I received from you for the loan, it is still not enough to satisfy them. When I called Shellpoint, you offered to send me the welcome letter you got from XXXX, but again XXXX XXXX said that would not satisfy their concern as to one we pay Shellpoint off that Shellpoint will sign off the lien from XXXX XXXX XXXX XXXX XXXX and send the original MH Title to us to finish the cancellation of XXXX XXXX.
If you have any questions or any advice to help, PLEASE contact me. We are running out of time to get this deal closed.
|
| 08/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XX/XX/XXXX, my husband and I separated.it was a struggle to pay bills and my mortgage fell behind. I tried to remodifying with the loan service company at the time, XXXX. I was offered a higher payment than when I lived with my husband. I was told that until my divorce was finalized and my ex off deed, they would assume he was still in the house.in XX/XX/XXXX my divorce was final and my ex-husband was off the deed. I also took in a boarder and was working full time.i applied for a remodification with current loan serving company, Shell point.they denied me the remodification and urged me to sell the home. I briefly put the house on the market but changed my mind because I still have XXXX children living with me.one is XXXX XXXX and will XXXX XXXX XXXX in XX/XX/XXXX.i tried remodifying again and my point of contact was XXXX XXXX.i worked with him from XX/XX/XXXX until XX/XX/XXXXhe constantly asking me for the same paperwork over and over again.he said that my court order child support letter and my state pension letter.were not good enough.finally he told me that we were at the finishing line.i just had to send him one more thing and they would review my application.thr next thing I knew.my account was transferred to XXXX XXXX and he was requesting all the same documents all over again.i put the house on the market and asked to do a settlement offer but that was denied as well.I am at the end of my rope.i want to remain in my home until my daughter graduates. I am also XXXX now due to XXXX XXXX.we really have nowhere to go at this point. I need she'll point to remodifying me at an amount I can afford to pay for the next year.They never really gave me the chance, just played gave with me.This company needs to be investigated and I need help.. please advise.XXXX XXXX XXXX XXXX, XXXX, ny XXXX
|
| 08/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
We have had a high interest mortgage for almost 5 years now through shell point mortgage and they use a third-party to collect payments. I pay half of the mortgage every two weeks from our personal checking and for the past XXXX XXXX XXXX Ive had to call them every few months and ask them to apply my payments correctly. Last year they had to reverse {$11000.00} in miss applied payments now when I call they say I am not making my minimum payment which is incorrect. They are charging me almost {$900.00} in late fees every month and I can not get anyone to help me reverse the payments. They also tell me its my fault because I go through my bank instead of through the third-party for my biweekly payments, there is record of me calling every few months, and yet I can not get help. Ive even asked for the third party information so I can make payments through them, but have not yet received anything. I believe this is more than poor customer service. This is an opportunity for them to scam us. In the past Ive paid {$1800.00} biweekly which they have misapplied but have been able to reverse now when I call they say Im not making my minimum payment and if I up my payment then it will automatically go towards my payment so I upped it to {$1900.00} And it is still not being applied correctly. By miss applied what I mean is rather than applying my payment towards my monthly payment they are applying my payment towards the principal, and again saying its my fault because I make a biweekly payment. There are more weeks in a year than there are payments, so if they are applying things correctly first and then applying overage to the principal, then I would be current in my monthly payment. I am beyond frustrated. I shouldnt have to be penalized because they use a third party who cant apply my payments right.
|
| 03/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX I missed 8 payments with my mortgage company due the financial crisis and job loss. In XX/XX/XXXX I settled with the mortgage company for {$15000.00} plus dollars for the debt, which was added to my loan and my loan was then sold. As of XX/XX/XXXX it was sold twice. The loan resided with XXXX XXXX when the original issues occurred in XX/XX/XXXX and now resides with XXXX XXXX ( Shellpoint Mtg Servicing ). I put the house under contract for sale in XX/XX/XXXX. I requested that Shellpoint/XXXX provide me with the loan modification so as to be assured of payoff amounts. I also requested a payoff statement - never produced. The loan modification was produced 2 days before the closing XX/XX/XXXX ( after numerous more attempts to get the documents in the intervening 30 days ). I have now twice requested an accounting to find out why my equity status in XX/XX/XXXX was obliterated by the loan modification so that my equity of {$6000.00} was completely gone. In addition to failing to provide the modification information to me ( which they did produce to the title company ) they collected twice on my taxes for XX/XX/XXXX and provided me with the incorrect tax statement. I have now proven that they did not pay my taxes twice and have received a refund of my escrow. However I've never received an accounting of the modification although requested on numerous occasions. The attached shows only a 4 year history insufficient to figure out why the modification was applied to my full original loan amount and not to my loan amount when the settlement occurred. My request continues to go unanswered. What happened to my equity and how does a modification jump from {$15000.00} for ( 8 missed payments ) to over {$22000.00}? The loan has also been paid in full and is still reporting on my credit report.
|
| 03/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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On XX/XX/XXXX, we requested information about the balance we owed to Shellpoint Mortgage in order to try and make payments toward the principal only. We received the attached reply on XX/XX/XXXX showing a principle due of {$170000.00} plus the deferred principle of {$160000.00}. It appears that the deferred principal reduction amount of {$110000.00} has been included as a result of several late payments we made due to an unexpected and unavoidable medical situation involving XXXX XXXX that resulted in loss of employment to him for a period of time and additional expenses that forced us to miss several payments.
These were all made whole and our loan is now current and has been current. We were not aware of the penalty that would be imposed as a result of missed payments and we never received any notice prior to the first, second or third anniversary of XX/XX/XXXX. We were unable due to serious unforeseen circumstances to make several payments but we would have found family to assist if we were aware or made aware of the severe penalty. We are asking ( begging ) for forgiveness of the penalty and reinstatement of the original terms as we are now aware, regardless of our own personal circumstances we are and will continue to make all payments current as required pursuant to the original documents.
As we wrote above, the only reason for our untimely payments were significant and unforeseen circumstances. Had we been aware of the penalty we wouldve found other alternatives and borrowed from family or friends to try to avoid this serious penalty. If this penalty remains in place, it will result in the loss of our family home and prevent us from any financial security. Were therefore requesting your sincere and best efforts to assist us in having our original terms reinstated. Seems predatory.
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| 06/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with NewRez/shellpoint mortgage. They purchased the loan from my prior lender. I received a letter my terms are the same as originally signed in loan documents. On XX/XX/2020 my homeowners insurance was due. It was NOT paid. I contacted them XX/XX/2020 asking why payment was disbursed from my escrow account that has ample funds to cover the policy Amount. Also let them know the insurance company would need that payment before XX/XX/2020. On XXXX received an email and letter stating they will look into it. XX/XX/2020 I emailed why payment still hasnt been made. They stated they would resolve it and apologized. On XX/XX/2020 I received an email stating they incorrectly were told by prior lender that I pay that on my own- A self admitted mistake. I then said that was not my original loan terms and moreover why would escrow account exist if I pay that myself. The Insurance policy was canceled. And had to be rewritten. Now its just about Doubled in price this year and foreseeable future. Im so irate. Then I get a letter my property taxes has NOT been paid either. I spoke with numerous reps and managers on XX/XX/2020. They state they will cover any overages and fees but need to get okay from another internal department to cover those costs. Its XX/XX/2020 and I still havent gotten a reply. My home is in peril without insurance. They are incompetent and nothing gets resolved. I was told a check was issued to state tax Dept. Yet they cant provide check info or date. Also its not a personal check where its written and funds withdrawal after its cashed. Its an escrow account. Funds are withdrawn from my escrow then a check gets issued. They have put me in such a mess with no answers. Ive filed complaints with XXXX and their company. I need help to hold them accountable. Thank you
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| 12/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Fees charged
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Web |
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We got behind in our mortgage payments due to being self-employed. I called the company in XXXX to try to resolve our past due debt. At that time, I was told that they refused to work with us on a payment plan and refused to modify our loan or grant us a forbearance. At this time, I was verbally told over the phone that my account was in foreclosure, but they failed to send me notification of the foreclosure. I asked to get a notice sent to me and they said that they don't send any notices of foreclosures to their customers. I called in the beginning of XXXX to ask again for disclosure. This time they informed me that the amount I owed was {$11000.00} ( in XXXX I was told I owed {$9900.00} ), and that the only payment that they could take was a bank transfer. On XX/XX/XXXX, I called again to verify the amount that I owed because we were able to get the funds necessary to get the account caught up. I was told that we now owe over $ XXXX. Once again, I was denied any notification how my account could increase that significantly in just over a week. I paid the amount required on XX/XX/XXXX through a bank wire and added additional money to the payment to go towards my next payment. I then called the company to verify that my payment was received. It was at this time that I found out that they held onto my payment for 3 days and didn't apply the funds to my account until after they applied additional fees to my account. Conveniently, the fees added up to take up my whole payment and didn't leave any money to be applied to my next payment. I was told to email them to get an explanation of the fees and they if they would negotiate the fees. They refused to negotiate and send me a disclosure the fees that they attached to my account. They kept my money and left me with no overage. This is theft!
|
| 06/30/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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We have a contract to sell the house in a short sale. The lender says they have 30 days to review the information and make a decision. They took more than 30 days to respond, though we had called in 2-3 times a week asking for updates. Each time, we were told we 'd hear something in " 3-5 business days '' but it took them several weeks to actually make a determination. Yesterday, we were told that we needed to counter the contract price of the property ( {$300000.00} ) to {$280000.00}. They then clarified that the net to the investor needed to be {$280000.00}. We asked what fees on the HUD the investor would not pay for, and were told that we were not allowed to know that information. We asked what the appraisal report stated the FMV of the property was, and the servicer told us that they " were not privvy to that information. '' When we asked how we were supposed to come to agreed upon terms without either of those pieces of information, it was suggested we eliminate substantially all fees on the HUD except the lender 's payout, which is impossible. We ca n't counter the buyer without knowing what the lender believes the FMV of the property to be, and we do n't know what fees on the HUD the lender wo n't pay for - so we 'll never be able to come to terms unless they tell us. With the foreclosure sale date in two weeks, we believe this is a showing of negotiation in bad faith : that they are trying to use the pending foreclosure to fleece the parties to the contract of their fees, and to make the buyer pay an artificially inflated price for the property. It is also important to note that the lender admitted that they never performed an interior appraisal - they just had a drive-by BPO and set the value using a third party webservice, such as XXXX, which have been proven to be inaccurate.
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| 06/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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In 2019 I became delinquent on my mortgage payments, about 3-4 payments in default. My mortgage lender, Shellpoint Mortgage, offered me a loan modification that would take my delinquent payments that were due and add them to the rears. I was assigned a mortgage assistant name XXXX XXXX to assist me in getting the loan modification. My wife and I sent in the application and all the required info. We were preapproved and were waiting for final approval. XXXX XXXX indicated to us that everything would be okay and we would ne approved. One month later we were denied and Shellpoint immediately filed for foreclosure. We filed for XXXX XXXX to avoid foreclosure. We began making monthly payments to the bankruptcy trustee an Shellpoint Mortgage again. I was later informed by Shellpoint that because I was in bankruptcy they were no longer trying to collect a debt via monthly payments. We discontinued making mortgage payments but continued making bankruptcy payments to the trustee. Months later my bankruptcy payments increased and the atty advised me to cancel and refill for XXXX XXXX. Shellpoint then notified me and my atty I was 17 payments behind and again filed for foreclosure. I refiled again for XXXX XXXX to avoid foreclosure. My mortgage loan balance went from {$170000.00} to {$210000.00}. I applied again for loan modification as per by Atty advice to lower my monthly bankruptcy trustee payments. Again I sent all required documents and application to Shellpoint Mortgage, months ago. Theyre intentionally not responding to my application and keep asking for information Ive already sent them. They weeks to respond and by that time everything I sent them needs updating. I tried finding another lender but Shellpoint is reporting to the credit bureaus that Im in foreclure. I need your help
|
| 02/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Throughout XXXX and into XXXX I had experienced many difficult encounters with this company. I had setup bi-weekly payments and even called them to let them know and they assured me that I could do the bi-weekly plan I had planned. It wasn't until about XXXX months in that I noticed late pays and when I called them they said that the system didn't know so it appeared as if all my payments weren't applied correctly. They fixed it and assured me that they weren't negatively reporting me to the bureaus and that it wouldn't happen again. I had to do this every few months until last year, XX/XX/XXXX, when I had enough and refinanced my mortgage with XXXX. I had a pay off letter showing I was current on all payments, and I had even talked with NewRez prior to that refi to ensure that my payments were all applied appropriately. They told me that they had applied all payments correctly and that everything with the bureaus would be fine. Additionally, my refi went thru with XXXX no issues.
Fast forward to XXXX and I'm in the process of looking for a new house and getting a pre-approval letter and low and behold NewRez is showing me having a missed payment in XXXX of XXXX. I promptly call the company to resolve this and I'm told there is nothing they can do and that if I wanted it resolved I would have to fax them a letter or mail them a letter. Yes, you read that correctly, in XXXX I'm required to fax something to a company who reported incorrect information on my bureau and they place the burden back on me to fix my report when THEY were the ones that messed it up in the first place.
NewRez has not only tarnished my credit score, they are now preventing me from putting offers in on houses in a very competitive housing market. This is unacceptable and I demand an answer from this company.
|
| 10/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
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Web |
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I notified my prior mortgage servicer I would be submitting a request for borrower-initiated termination of conventional mortgage insurance based on current value of my property. I requested the forms and instructions for submitting the request, which were provided in advance ; however, about 30 days prior to the two-year seasoning of the mortgage loan I was notified that servicing of my mortgage loan was being transferred to Newrez. I contacted Newrez immediately after the mortgage loan was transferred to inquire about their forms and instructions for submitting the same request. Newrez has stated several reasons for not providing the forms in both email correspondence and phone conversations : 1 ) I need to wait up to 60 days after the mortgage loan was transferred, 2 ) they have to establish a PMI account first, and 3 ) they can not provide forms or instructions in advance of the two-year seasoning of the mortgage loan. None of these are valid. My right to initiate termination of mortgage insurance is a XXXX XXXX servicing guideline and the mortgage servicer has no right to impose policies which impede my request. The information provided by Newrez is misleading and predatory. While they attempt to delay termination of mortgage insurance, the consumer is required to continue paying the mortgage insurance they had a right to terminate. We are also in a market of declining home prices, so there is the potential that delaying my request for termination of mortgage insurance could result in a lower home value that would no longer qualify for termination of mortgage insurance. The transfer of my mortgage servicing to Newrez was strategic and intentional. The effort to complicate termination of mortgage insurance only benefits the mortgage servicer and mortgage industry participants.
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| 05/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have an ARM serviced by New Rez/Shellpoint Financing.
For almost 2 years towards the end of the fixed period, I received monthly letters from New Rez telling me that my interest rate could never go higher than 3.125 % or lower than 2.25 %. I believed this information to be correct as I received it monthly for so long and decided against refinancing and locking in while rates were so low as I believed I was capped at 3.125 % and refinancing is costly.
It then transpired that all the letters I had received were incorrect and should have in fact said that my rate could never go higher than 8.125 % ... .a 5 % difference from the information I was sent for 2 years and that I based a huge financial decision on.
While I should have dug out my original contract to check the fine print, as a single Mom who was working multiple jobs at the time, I was extremely busy and based my decision on the endless letters I was receiving every month from New Rez of which I still have copies.
Despite the company admitting to their mistake, they tell me there is nothing that can be done and continue to try and charge me a rate way above 3.125 %. I have been disputing this since I discovered their mistake in XXXX, since when they won't apply my monthly payments that I have continued to make at the rate I had been paying, and are now threatening me with foreclosure as I won't pay a higher rate as it seems grossly unfair and a terrible way to treat customers.
I work for a very large XXXX XXXX and would receive a conduct breach if I made a mistake like this and treated one of our bank 's customers in this manner. Instead I'm being bullied by a massive corporation who will increase their corporate earnings even more at the expense of a single mother just trying to get by.
Thank you for your time.
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| 08/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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We are currently facing a impending foreclosure on our home and residence. On XX/XX/XXXX l received a certified letter which read " Notification of our plan to sell property '', which will be included with this complaint. This is the first correspondence of this type received.
When Ditech Mortgage XXXX folded several attempts were made on our part to fix and repay delinquintcies of our mortgage. Or some sort of repayment arrangement with the Shellpoint Mortgage Servicing company starting in XXXX. This was because of a letter received from Ditech Mortgaging XXXX, instructing us NOT to make payments to them. As they were going out of business at the time.
Each time that Shellpoint was contacted we were transferred to an extension in their company. Supposedly the case worker working our case, where everytime meeted by voicemail. Leaving a message, each time expecting a call back ; none was received. The last time before the above letter was received was on XX/XX/XXXX. Following my wife 's XXXX XXXX, we were to call back two weeks later. This was because she was just coming out of the hospital. Called Shellpoint back with an extension to call two weeks later to the day. Call went to voicemail again and left another message asking them to call us back. No return call was received again. Keep in mind each time Shellpoint was contacted there was a different extension, and different case worker.
Shellpoint also said over the phone on XX/XX/XXXX that at the beginning of this that they had sent me a welcome letter. This letter supposedly discribed when and where to send payments. No such letter was ever received.
I feel that we made every attempt to try and resolve this matter. Shellpoint Mortgage Servicing 's way to solve this is to go ahead and sell and foreclose on the property.
|
| 10/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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Web |
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On XX/XX/XXXX of this year, just before property taxes were due, I realized on one of my mortgages the escrow account did not pay my property taxes as of said date.
I called Shellpoint inquiring as to why my taxes weren't paid yet? They said they would respond with 72 hours ... No response ... I call back again ... same response - " we will call you back in 72hours '' ... another 72 hrs later zero response..This went on for almost two months when finally I called and they said the escrow account is short and they need to recalculate what the dollar amount is ... ... They said they would get back to me in 72 hrs ... No call back since Shellpoint took over as lender at the beginning of the year I have been on automatic withdrawal on all 3 accounts I asked them until they get this adjustment corrected should I refrain from automatic withdrawal ... They said thats not a problem as they would rectify this issue quickly and get back to me
within 72 hours ... Absolutely aero response I call into Shellpoint in XXXX to ask if they paid the property taxes and penalty and wanted to make sure I wa n't being charged for this error on their part and penalty for unpaid taxes They assured me they didnt charge me and sent me a letter justifying the charges and that they paid the penalty ... At this time they didn't mention I had to pay XXXX 's mortgage payment ... And I was put back on automatic withdrawal so I figured they worked it all out and I would just get automatically billed for the new amount It wasn ; t until a few weeks ago did I get notification that my credit score showed a missed mortgage payment for XXXX I immediately called them and every 3 days when I call in have been given the same speech - " we are looking into it and will get back with you within 72 hours ... ZERO RESPONSE!
|
| 02/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I am in the process of completing a loan modification with Shellpoint Mortgage Services over the past 6 months. I was approved for the loan modification after providing documents and personal information. I was then told by my assigned Shellpoint single point of contact ( XXXX XXXX ) that my interest rate would remain at 3 % for the loan modification. She said all I needed to do was pay my 3 monthly trial payments and then I would received the loan modification document in the mail to sign and then start payment on my modified mortgage. I just received the loan modification document ( XX/XX/XXXX ) and the interest rate is at 4.5 %. That is 50 % higher than I was told it would be and I have to sign the loan modification document and send them back by XX/XX/XXXX or my home goes into foreclosure. I also made 3 trial payments totaling {$6300.00}. I feel I have been 'bait and switched '' with a promise of a low interest rate and now have no choice but to enter into this modification. I already paid {$6300.00} in trial payments under the promise that the modified mortgage would have a 3 % interest rate and if I walk away my house would go into foreclosure. This was an attempt to deceive me into paying my trial payments without giving me a choice but to accept a high interest rate for the modification. I spoke with XXXX XXXX ( Shellpoint Loss Mitigation Supervisor ) on XX/XX/XXXX and he told me that he would notify the investor of my situation but has never seen them change an interest rate in a loan modification. He said this would take at least 15 days which is after my signed loan modification is due anyway. I have been deceived by Shellpoint Mortgage Services and put in a terrible position. Please rectify this situation by lowering the interest rate to 3 % on the loan modification.
|
| 08/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Public record information inaccurate
|
|
Web |
|
|
Bottom line is my credit has unjustly been damaged. My house payment originated with XXXX XXXX XXXX, then we went bankrupt ourselves in XXXX, and the house was " NOT '' reaffirmed, so they stopped reporting immediately, then XXXX took over, always asking if our intention was to keep the home, ( it was ) in all correspondence. Then XXXX got the mortgage, they honored the law, and didn't report either. But when Shell Point too over, unbeknownst to me, started reporting me, and stated " they weren't told '' about the bankruptcy??? So even last week, synchrony refused to reinstate my credit line, my score has crept up a little, since it, thru dispute, was finally removed, but the damage still lingers as my score is in the low to mid XXXX now.
On about XX/XX/XXXX Shellpoint took over, from XXXX. The letter from XXXX XXXX bankruptcy people stated not to send a payment, so we didn't, and when we got a letter from Shellpoint they stated we were 2 months behind, we sold, and paid off, our house following around XX/XX/XXXX and by then it showed 3 months behind. That remained unchanged, not showing paid, not removed, or at least corrected, for about XXXX a year. We began contacting them, early XXXX with them promising a correction. But they never did correct it.
XXXX has lowered and closed all of my credit lines. XXXX has lowered my line. XXXX has lowered my credit line. My score dropped to the low XXXX XXXX from high XXXX XXXX XXXX
The credit bureau 's have finally removed last month ( late XXXX ), after a lengthy dispute, worsened by temporary Covid delay, but my score and credit lines are still severely damaged, due to lowered, and closed credit lines, affecting my credit utilization.
Bottom line is, House the house was " NOT '' reaffirmed, so this should have never happened.
|
| 10/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
|
|
Web |
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I use online bill pay to make my monthly mortgage payments. I typically pay my mortgage within the first few days of each month ( XXXX or so ).
In XXXX, I submitted a payment to NewRez ( servicer ) on the XXXX. The XXXX XXXX ( XXXX ) confirms that a check was produced and mailed on the XXXX. I live in XXXX, OR and NewRez is apparently in XXXX, TX.
According to my XXXX account, the funds were taken out on XX/XX/XXXX and at that point I no longer had access to them. However, NewRez says they did not receive / open / credit the payment until XX/XX/XXXX, which resulted in a late fee of {$140.00}.
I talked to them twice to explain the situation but they will not remove the fee.
It is inexplicable to me that a. ) a payment takes XXXX weeks to travel from XXXX to XXXX ; b. ) the funds came out of my account a week earlier ; c. ) neither USPS nor NewRez, both multi-billion dollar operations will take accountability for these inexcusable delays and a dude from XXXX is stuck with a {$140.00} fine when he did everything right.
I find it exceedingly unlikely that the check actually took 14 days to traverse XXXX miles and suspect it was received by NewRez well in advance of the XXXX. If so, and it took them a week to process the check, that's on them, not me. Either way, I have no intention of paying this fine when I did everything the way it's supposed to be done.
NewRez receives my payment every month and has for 3 plus years. They make money servicing loans, which in and of itself is parasitic. NewRez does not own my loan, they took no risk in making it, yet still manage to make money simply by cashing checks and looking for excuses to charge people fees. It's absurd. And to top it off, I'd be willing to bet almost nobody who works there answering calls makes a living wage.
|
| 06/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XX/XX/XXXX, i started working with an agent to help me sell my home through a short sale. We started the process with Shellpoint when I was made aware that town consider this property condemned and had scheduled for the property to be demolished XX/XX/XXXX. The reason I fell behind i was going to renovate the property and when the construction began i was advised that there was asbestos all through out the house. I then tried filing a claim through my insurance and they denied the claims. I was getting quotes from several for asbestos removal and the cost was to much for me to cover on my own and the insurance company wasn't willing to cover any of the cost. I could no longer live in the home due to the asbestos so i had to go find somewhere to live. I couldn't cover both the mortgage and rent. I since have been seeking a resolution with no end results. The short process started and an appraisal was completed. The negotiator and me where trying to get the property value as time was of the essence as the town had given me a deadline to get this resolved with Shellpoint by XX/XX/XXXX. The negotiator was told that the property value was {$3800.00} for the land value. He kept giving the run around stating that he would contact the investor which is XXXX XXXX. Then they came back with with a suppose value $ XXXX for a property that has no structure. I then contact XXXX XXXX and had a case opened and they told me the same that there is nothing they can do that the value is the value and nothing can be done about it. So at the end of it all nothing got resolved. The town will be demolishing the in XXXX and those expense will be on me and the the investor which i do not have the funds to cover a large expense. I just want to be able to sell this property and move on with my life.
|
| 05/14/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
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NewRez mortgage company has mishandled our escrow account. Our XX/XX/XXXX taxes have gone unpaid as well as our XX/XX/XXXX hazard homeowners insurance. We spoke to the company over the phone in XX/XX/XXXX. We noticed that our taxes had drastically increased and wanted to ask about the process of increasing our escrow balance and how our monthly mortgage may be affected. They informed us that they would make the payments and contact us when we needed to adjust our rates. In XX/XX/XXXX we noticed our taxes had not been paid and once again called them to ask why it had gone unpaid. They asked us to forward our property tax bill, which we did in an email, and then told us all would be handled. In XX/XX/XXXX not only did we receive a final notice on our property tax but a notice that our homeowners insurance has also gone unpaid. XX/XX/XXXX we called the company. The automated system informed us that a payment did get made to the insurance company. Once we were speaking to someone they informed us that no payment was shown on their end on either the insurance or the taxes. Our taxes due in XX/XX/XXXX were {$4800.00} due to it going unpaid they are now {$5200.00}. We now owe an extra {$370.00} due to their inability to handle our account properly. They once again asked for our tax bill which we had already sent them. They should have full access to the property tax bill and we should not have to go to these lengths to pay our bills. Our insurance goes unpaid at {$2700.00}. We only have XXXX in our escrow at the moment. We are now short XXXX in order to pay our taxes and insurance in full. We reached out months ago in order to prepare financially for this and were taken care of by incompetent people. There is no reason this should have gone unpaid and become a burden on our family.
|
| 08/08/2017 |
Yes |
- Debt collection
- Mortgage debt
|
- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
|
|
Web |
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PROPERTY ADDRESS : XXXX XXXX XXXX XXXX, XXXX, TN XXXX LOAN INFORMATION : 1. LOAN # : XXXX AMOUNT : {$120000.00} LENDER : XXXX XXXX BANK XXXX. LOAN # : XXXX AMOUNT : {$23000.00} LENDER : XXXX XXXX XXXX XXXX XXXX : Shellpoint Mortgage Serving XXXX Loss Midigation ( Good Luck ) Bought the house in XX/XX/XXXX, made payments until XX/XX/XXXX when the economy crash and I lost my job. I tried to refinance with loan servicer ( XXXX ). After several attempts with XXXX to refinance through different programs and submitting personal information several and several checks of my credit rating,This was over a two year period and each time they check my credit score, due to loss of paperwork or filing under a different program, it tanked XXXX said that my credit score was too low to qualify and I needed to find financing somewhere else. Between XX/XX/XXXX and XX/XX/XXXX XXXX called several hundred times to collect, but they would not refinance and they trashed my credit rating. After paying a lawyer {$6000.00} dollars to try to help me out, all he did was take my money and they foreclosed on the property and went to auction XX/XX/XXXX. It sold for {$180000.00}. As advertised it was to settle all liens to XXXX XXXX XXXX. Then I started getting calls from Shellpoint Loan Servicer, that I still owed on loan # 2 {$23000.00}. I contacted XXXX XXXX XXXX XXXX XXXX XXXX. in XXXX XXXX, AK. and said that the sale of the property satisfied the outstanding loans. But, the lean on the second loan was still in place and was showing non-payment on my credit score. Which is preventing me from getting a renovation loan on my property? XXXX XXXX recommended contacting the title company to clear this issue up and the title company said to contact your agency. So here I am. Youre my last door, please help.
|
| 04/01/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
approx 10-12 years ago applied for govt modified home loan accepted stat at 2 to 3 percent interest to maximum 4.5 percent.had no problems till when XXXX XXXX sold loan to shell point mtg servicing in XX/XX/XXXX never notified me till XX/XX/XXXX ot letter saying my mortgage went up from XXXX last 5 years maximum amount to XXXX letter also said i was delinquent on my insurance for condo, my insurance auto payed monthly not late at all XXXX XXXX, condo association insurance paid thru monthly dues so haven't been behind there either in XXXX after calling over month get recording will call back in order received never called back in XXXX got supervisor to call said everything reversed verified insurance and could verify every year/ XXXX im still getting statements saying i owe XXXX and tell me my loan will never go back down to XXXX on loan govt okayed, say i still have to pay XXXX or so to repay escrow that i didn't need already insured and furnished all documents o 40 percent higher insurance they used my escrow on at 30 n i need to pay a this at time company XXXX was cut XXXX dollars a years covid problems, i did nothing wrong was all paid up long before shell point, because shell point didn't get insurance info from XXXX XXXX i have to be punished by paying for there mistake and there refusal to work with me or anyone to fix problem i worked for XXXX over 40 years XXXX XXXX XXXX XXXX XXXX and cant solve problem in 3 months i cant go to Texas through away documents instead of keeping for file is same oner they had me resend and got hol., d but never reversed all charges like insurance and escrow to solve and even if i did admitted throw awaw condos first document keep saying even today i need to swend proof a, .lt technicion trained over XXXX people, yes shell nbackoint
|
| 02/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
Newrez Mortgage I have XXXX yr mortgage and have a long history of making additional " principal payments '' with my balance payment each month. I have never requested the additional/over funds payment to be applied to following monthly payment - Newrez has appropriately applied the overpayment to my " principal '' ever since they purchased/assumed loan from prior company.
XX/XX/2023 - My monthy payment posted to my account. I included large overpayment ( exceeding XXXX due amount- of which I have done before ).
XX/XX/2023 - XXXX payment posted to Pay off the Loan including Daily interest amount.
Upon of review of these postings. Newrez applied the XX/XX/XXXX posing for XXXX monthly payments - Current and following month- then remaining balance for principal. On XX/XX/XXXX they repeated this same processes.
Newrez received my payments and " booked them '' in a manner to a future payment not requested - these transactions were in Newrez Best Interest and My Worst Interest - MOVING MY LOAN payemt out XXXX MONTHS WITHOUT CONSEST and Financial Considerations of my money to a unknow holding account.
XX/XX/2023 Contacted/ requested resolution. Representative said will forward to Department to Correct, but left me without any follow-up or contact information after requesting.
In Summary, No Mortgage Company should be allowed to " manipulate customer funds '' in their best interest without consent of consumer/borrower. As a borrower I should be able to speak and have professional follow-up with a Lender - just like ALL Consumer Purchases - " not check back in XXXX days ''. I believe the actions of this Company were intent to Defraud me of my payments which may have resulted in a Balance Owed to Me- choosing to defer payments and resulting in More Money Owed to Them.
|
| 05/05/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American, Servicemember |
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Erroneous Reporting of Missed Mortgage Payments SHELLPOINT MORTGAGE SERVICE ATTN : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, SC XXXX In XX/XX/XXXX, my mortgage was transferred from : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX to Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX XXXX When applying for a new loan, it came to my attention that XXXX XXXX XXXX XXXX XXXX XXXX my previous mortgage lender, erroneously entered my payments for calendar year XXXX. To wit : A. On XX/XX/XXXX, XXXX approved a loan modification for my mortgage for {$4200.00} per month, which ended my arrears ( Enc
l 1 ). B. I made monthly paym
ents by the XXXX of the month as specified. The payments were made with four ( 4 ) or five ( 5 ) USPS money orders, totaling the entire monthly mortgage obligation. { NOTE : USPS issues postal money orders with a maximum amount of {$1000.00}. } See attached XX/XX/XXXX payment.
C. However, staff at XXXX chose to assign my monthly mortgage payments, for calendar year XXXX to various sub-categories, as opposed to applying the entire monthly payment as annotated on the monthly mortgage statement.
D. Subsequently, XXXX staff continued to report to credit agencies as if I was still in arrears on my mortgage payments.
E. I requested Shellpoint Mortgage Servicing, my new mortgage provider, review my calendar year XXXX monthly mortgage payment history and correct the erroneous information provided to the various credit bureaus.
F. Shellpoint denied my request to have my calendar year mortgage payments correctly identified and having the monthly amounts paid-in-full.
I request assistance in getting my calendar year XXXX mortgage payments correctly identified and having the monthly amounts annotated as paid-in-full.
|
| 03/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX took advantage of our perfect credit history and sold our loan off within 39 days after closing to what we have experienced to be a fraudulent incompetent servicer called Shellpoint Mortgage which I guess is owned by XXXX XXXX. We have tried to get support many times as they barely answer their phones, they lie about receiving simple documents such as auto pay for our loan, and never response to related fax or emails. This is disturbing as we own many houses and never had issues with normal banks but these two XXXX XXXX operations are trying it seems to force issues for home owners by not communicating now over 90 days to take auto payments perhaps attempting to force great credit worth experienced home buyers to be late so they can collect late fees. Unfortunately thats how this experience had been with XXXX XXXX now the servicer they passed us off too, shell point mortgage.
Further they send threatening letters claiming our documented home insurance that we needed to close the loan with XXXX XXXX wasnt on File. We repeatedly called and sent emails to the requested communication emails with proof as did our insurance agent. Still no confirmation this was received to rectify their misappropriation of our documents they XXXX mortgage who sold us to this servicer should have organized and not harassed us by mail. They can mail stuff but cant respond when we many times to try to get them documents again to rectify their negligence.
They werent even taking our information to set up an online account initially when we were transferred to shellpoint until a few days into our first Month under their contract ti service our loan. We couldnt get our new account information. Terrible fraud being perpetuated and negligence. We must investigate the process
|
| 05/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez recently took over XXXX XXXX. They did an escrow analysis on XX/XX/XXXX, and I had a surplus of {$1100.00} which they sent me a check for. However, in that same analysis, they increased my payment from {$1700.00} to {$1800.00}. That made no sense, but I accepted this. Then, not even a month later, they did another escrow analysis on XX/XX/XXXX in which they stated my monthly PMI payment of {$80.00} which they always have and is the correct, normal amount. But then they also have a new " USDA Rural Housing '' line that is a 1-time payment in XX/XX/XXXX for {$970.00}. I have a USDA loan, but I have no annual item due to them, only the monthly PMI. If you were to divide $ XXXX/12 months, you would find that the answer is {$80.00}, which is my monthly PMI. So they are anticipating my PMI on a monthly basis, then charging my escrow account once per annum, in affect anticipating it twice. This caused a shortage, of course, and my payment has jumped to {$1900.00} when NOTHING has changed. So for 2 months ( XXXX and XXXX ) I've paid an overage of {$120.00}. I called NewRez 4 times over the past 3 months to get another analysis done because they made an error, and I was told several answers : It was part of my property tax ( incorrect ), it was part of a USDA tax ( no such thing ), I was told it would be done within a week and that person would call me to follow up ( that never happened, nor did I receive a call ), and I also got forwarded to a supervisor at my request which went straight to a voicemail that was full and couldn't receive messaged and then hung up on. This was after waiting 45min for the customer service rep to answer in the first place. This company is awful and should not be able to hold my money XXXX for months ( or a year ) at a time for their mistake
|
| 09/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Delays with the closing process
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Web |
Older American |
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We closed on the sale of our property XX/XX/2023. On XX/XX/2023, XXXX XXXX received a XXXX in the mail for the remaining XXXX XXXX XXXX and escrow balance of a total XXXX. The XXXX was made payable to both parties on the loan XXXX XXXX XXXX XXXX ). XXXX XXXX endorsed the check and proceeded to move back to XXXX. On XX/XX/2023, XXXX XXXX ' bank refused to deposit the XXXX in her individual bank account without XXXX XXXX being present ( he lives in XXXX ). XXXX XXXX and XXXX XXXX were not married and did not have a joint XXXX account. XXXX XXXX called XXXX XXXX XXXXXXXX Shellpoint Mortgage Servicing XXXX XXXXXXXX. He explained the problem, they said they would need to conference both of us in because we both had to be " opted in '' to authorize an XXXX to be sent to XXXX XXXX ' bank account and would also need her bank info. After much trouble and several calls ( we had to explain our situation with every rep ) we could not talk to the same person each time we called or got cut-off. They said they are only an inbound call center. On XX/XX/2023, XXXX XXXX called them to find out why the XXXX had not been sent, Shellpoint made him call XXXX XXXX an a conference call. The rep we spoke with said the last rep on XX/XX/2023, forgot to " opt in '' XXXX XXXX. She assured us that we both were " opted in '' this time and our XXXX to XXXX XXXX bank account was being processed ( XXXX XXXX verified the bank info ). On XX/XX/2023, XXXX XXXX called to find out why the XXXX had not been sent. The rep that spoke to her said that the last rep did not " opt in " XXXX XXXX. We had to bring XXXX XXXX back on the line to " opt in '' for the XXXX. time. We were assured that we would have the XXXX in XXXX more business days. It is XX/XX/2023 and the ACH is not in the designated bank account.
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| 12/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XXXX XXXX insisted on placing lender flood insurance at a premium in excess of {$7000.00} ( I have my own private flood insurance policy with them named as mortgagee ) on the excuse that I was not able to purchase an amount equivalent to the mortgage balance. ( In reality, it clearly states on the policy that the coverage doesn't apply to 2nd floor property which mine is! ) So in XXXX I mailed them {$120000.00} to reduce the principal to below my private flood coverage. They did not cancel their flood insurance and continued to charge my escrow. I decided to pay off the mortgage and on XX/XX/XXXX, after calling for a payoff amount, I send a check for {$110000.00} and a letter of my intent to pay off the mortgage. In XXXX I spent over an hour on the phone trying to find out why it was not applied properly and to be sure that they cancel the unnecessary flood insurance only to be transferred numerous times and then be disconnected - never got a call back. It appears by their statements that they have deposited my payoff check and are continuing to charge me interest and taking the monthly payment out of that money rather than satisfying the loan. To add insult to injury, I received an email saying I had not paid the payment for 2 months! I pray that they have not reported lates to the credit bureaus. And then, I received a notice from my fire insurance company that they had failed to pay the renewal and the coverage had lapsed on XX/XX/XXXX! On XX/XX/XXXX I wrote to them on their website and I sent an email demanding that they resolve the problem, cancel the excess flood ins back to the day that they posted the first check, send me a satisfaction of mortgage document and refund all that they have overcharged. To date I have not received so much as a phone call or email.
|
| 12/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was diagnosed with XXXX on XX/XX/XXXX, and forced to retire early from my longtime career with the XXXX XXXX XXXX, which reduced my income drastically.
I am a single mother and have had a mortgage with XXXX Mortgage/Shellpoint for XXXX. I was inquired about forbearance and was approved on XXXX. I was able to make the XXXX payments and was offered and approved for another forbearance on XXXX. XX/XX/XXXX, I received another letter from Shellpoint telling me I was approved for forbearance until XX/XX/XXXX.
I received a phone call from one of the many points of contact I have had, on XX/XX/XXXX telling me that my forbearance ended on XX/XX/XXXX and they would not accept my XX/XX/XXXX payment. They also said I had a past due payment from XXXX which had never been discussed and I was not aware of.
I had to Lease to Purchase my home out until I could have the Roof repairs because of a hurricane so they could purchase my home and I could pay off the mortgage company. These repairs have been made and I owe the mortgage company 1/2 of the value of my home.
I asked for a modification on my loan until my tenant could secure financing. Shellpoint said I would need to furnish them with the Lease agreement and 3 months copies of payment checks from the tenant which I did for XXXX, XXXX and XXXX After furnishing them and staying in constant contact with them they informed me that they will not give me a modification or a forbearance and they intend to Foreclosure on my home unless I can give them the full amount of the forbearance payments which is unrealistic and impossible under the circumstances.
Because of XXXX and complications, I have not only been forced to retire but I have had to file for XXXX.
Any assistance or advice on my rights would be greatly appreciated.
|
| 12/12/2019 |
Yes |
- Debt collection
- Mortgage debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
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I called and agreed to a repayment plan for my XX/XX/2019 payment on XX/XX/2019. My XXXX mortgage payment was to be spread over the next 3 months with the current month 's payment. I followed all the instructions given to me, including signing the repayment plan document and returning it to Shellpoint on XX/XX/2019. I also set up automated payments to ensure that I am never late to pay the current monthly and payment plan payments. I have been reported as 30 days late to all 3 major credit bureaus and I was told by the representative who set up the repayment plan, this would not occur due to the repayment plan activation. The required payment plan documents were signed and returned to Shellpoint on XX/XX/2019. The agreement stated to have the document signed and received by Shellpoint before XX/XX/2019, and according to the Shellpoint Customer Service team, the signed documents were received on XX/XX/2019. A Week later, I had to call to verify that the documents were received and ask that the payment plan be updated to reflect my new mortgage payment amount from the new escrow analysis I received. My mortgage payment was lowered beginning XX/XX/2019 due to the escrow analysis, therefore the payment amounts listed on the payment plan had to be adjusted to reflect lower amount. I spoke with a representative from Shellpoint regarding the update payment plan amounts and they also ensured me Id be in no danger of a 30 days late or negative remark being placed on my credit reports. I received a 30 days late remark on XX/XX/2019 on all 3 of my credit reports. I called and spoke with the Shellpoint Customer service team yet again, and they instructed me to email my concerns to XXXX, to have this issue corrected. I have emailed XXXX 2 times and I have not received a response.
|
| 11/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I applied for a loan modification with Shellpoint mortgage on or about XXXX XXXX After a devastating inheritance court matter challenging my inheritance, I experienced a hardship and my credit score was affected negatively - I now have new income and family members who are contributors, certainly sufficient income - in a letter dated XXXX XXXX XXXX, Shellpoint denied the modification - I had questions and contacted Shellpoint - I was told that my home had " a lot of equity, and could I not get a loan on the equity to take care of the arrearages? '' Following the inheritance matter, my excellent credit score was now very low - I am not able to get an equity line until my credit is higher - that is why I need assistance - In this same letter Shellpoint stated that the the payment- to- income ratio is out of the acceptable range - I have not been given any targeted numbers but just this vague statement - I now have a new modification with XXXX XXXX loans on another property with no arrearages and payments in the amount of {$1600.00} are current, This should now be reflected on the credit bureau raising my score also - My land is paid for. - my car is paid for - I have minimal bills. - I am in the process of beginning to clean up my credit and would like a new start - I appealed this decision and have not yet heard from Shellpoint - Meanwhile I was told by Shellpoint to re-file another modification application whic I have done. I understand that it is complete and " in review '' presently. - I hope that Shellpoint will consider my hardship, see that I have turned around things and not base another decision on my credit score - many items on the credit bureau I will dispute - they are residue of the inheritance matter and old debts ( beyond the 4 yr statute in Georgia ).
|
| 03/23/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
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|
I'm writing about NEWREZ MORTGAGE COMPANY and their continued lack of satisfactory service on my account.
They purchased my loan from XXXX, which was my preferred provider and I've been lied to and treated horribly since. I've paid my mortgage on time EVERY MONTH with no missed payments and have inquired about PMI in RESPONSE to a letter they sent me regarding the matter, for them to tell me that my FHA loan as a LIFETIME surcharge attached to it, and that it is NOT PMI, which is incorrect. I PAY PMI EVERY MONTH ON THIS LOAN. PMI drops after one has XXXX percent equity in their home. I contacted them over ayear ago about this via phone at which time their agent told me this, which I already knew. I was then just under the XXXX percent requirement.
My home qualifies for the PMI release. They even sent me a letter telling me to call them to get it dropped. When I sent them an email via their web submission, I got the usual run around from them via email that my FHA loan has NO PMI but I have the surcharge FOR LIFE. I have never in my life heard this, and this is NOT what I signed. Further, they charge me a MONTHLY PMI on my mortgage statement EVERY MONTH, yet they tell me I have some other arrangement.
This fraudulent company has a SLEW of complaints all over the internet about fraudulent practices to the point where I don't understand how it is they are still in business. I would have never authorized this company servicing my loan and it's completely unfair they buy my loan and I am subject to FRAUD and LIES.
You'd think in this climate, a mortage servicing company would give preferrential treatment to those customers not taking advantage of the current moritoriums, paying their mortgage on time, but this isn't what you get for being a good customer at all.
|
| 04/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
At the end of XX/XX/2018, NewRez contacted me about my loan application with XXXX XXXX and offered me to match or make a better offer if I applied with them as they will offer me a portfolio loan meaning NewRez was in need to sell my loan. By midXXXX, I started a new application with NewRez and I received an approval in XXXX. However, NewRez did not fund the transaction explaining by the end of XXXX that the loan could not close because the property was title on a Land Trust even though this was disclosed at front along with the trust documents from the beginning of the loan application. Then, I agreed to remove the property from the land trust as I was assured that this was the only item holding funding after underwriter review.
Just after the property was removed from the Land Trust I filed a new application with NewRez as it was instructed and a second approval was received on XX/XX/XXXX. However, Im still waiting for closing today and the file still under review. NewRez requested updated documents like title work, updated statements, a letter from one of my lenders, title work, proof of insurance and these documents were provided in a timely manner. Ive been told several times closing is next Friday as everything else has been approved, but the title company confirmed that NewRez has not sent finalized documents to fund the transaction tomorrow XX/XX/XXXX.
I had spent money and time to fulfil every request, I paid to remove the property out of the trust, I paid for the appraisal and I put a hold to my business, so I do not change my financials or credit history while the file still pending with the underwriters. In sum, my file has been under review with the underwriters for final review for more than a month, but no one seem to be taking my file seriously.
|
| 10/31/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Dear CFPB, I have an investment mortgage with Shellpoint Mortgage Servicing. This loan originated in XXXX.
I inquired into having the XXXX removed approx. a year and a half ago and did not continue the process due to the value not meeting the 70 % XXXX requirement.
As property values have been on the rise, I decided to try again and called Shellpoint in order to find out the process of having my primary mortgage insurance ( XXXX XXXX cancelled.
I requested to be mailed a letter on XXXX XXXX, XXXX. They emailed me a letter that had been issued over a year prior XXXX XXXX XXXX XXXX and said to use it as a guide to have your XXXX canceled.
I called them back and requested to be mailed an updated letter of XXXXI cancellation instruction reflecting my current mailing address and current payoff amount.
I called on XXXX XXXX XXXX and requested a new letter again be mailed to me as I never did receive the first one. They said they would issue a letter and mail it to me.
I called on XXXX XXXX inquiring as to where the letter was because I never did receive one.
I was told that they can not mail me a letter because I am unable to cancel my mortgage insurance ; This is what the representative told me : Per XXXX this loan is for a single family detached investment ( it 's actually a townhouse, not detached ).
The borrower ( myself ) is not able to request cancellation of XXXX it is not permitted.
And that when the mortgage is " midway '', XXXX XXXX XXXX, only then will the mortgage insurance be cancelled.
I asked if I can just pay down the mortgage to 70 % loan to value ( XXXX XXXX in order to have it removed and was told that is not possible.
Would you please review this matter on my behalf and possibly on behalf of other homeowners as well?
Much XXXX, XXXX XXXX
|
| 07/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Date : XX/XX/XXXX To : To Whom it May Concern Consumer Financial Protection Bureau Subject : Requesting an update to my credit report In XX/XX/XXXX, my home loan with XXXXShellpoint Mortgage Company went into an 18-month forbearance. That forbearance ended on XX/XX/XXXX. In order to be proactive, I contacted my point of contact ( POC ) on XX/XX/XXXX as instructed to begin the deferral process. The POC submitted my request and I waited for a response. Waiting for a response took longer than we anticipated ; however the deferral was granted on XX/XX/XXXX. The problem for me began when I checked my credit score on XX/XX/XXXX and saw a SIGNIFICANT drop ( roughly XXXX points ) due to a payment being reported missed/30-59 days late.
I spoke with a representative on XX/XX/XXXX and she stated that I missed a payment ( {$1200.00} ) in XX/XX/XXXX. I tried to explain my forbearance/deferral situation to no avail. After getting off the phone in frustration, I continued my investigation and remembered that due to the forbearance ending in XXXX, I made a payment in XXXX thinking that would keep me current. I spoke with another representative on XX/XX/XXXX between XXXX and XXXX and she advised me that my XXXX payment was applied to my XX/XX/XXXX statement instead of XX/XX/XXXX, leaving XXXX unpaid. The representative stated it was the delay in the approval of the deferment that caused this and suggested I write a complaint letter to open an investigation in order to have this corrected.
My credit score and history is EXTREMLEY important to me and it was my belief that the forbearance/deferral process would not negatively affect my credit. I would like to request an update to my credit report due to the delay in my deferral process. Thank you for you attention to this matter.
|
| 09/16/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I applied and was accepted to the loan program to skip up to 12 payments during the covid pandemic During that time, I was able to and did make one payment of {$2300.00} which is one month mortgage payment. At the end of my 12 months, I re-instated my mortgage using an FHA backed partial claim for the 11 missed payments. I was forced by my mortgage company to make three payments in one month in order to 'book ' the partial claim by XX/XX/XXXX. I then resumed payment of my normal monthly payment, which is {$2300.00} During this process, I asked for modification, reduction of payment, and about the federal Covid 19 Advance Loan Modification, which they should have offered to me without me asking. I was told there were NO other options for me except to resume my regular payments. I explained that my new job was making over $ XXXX less than my last. I was told to get them the money by XX/XX/XXXX was my only option. I borrowed money from my sister and paid them a total of {$10000.00} in order to 'book ' the additional {$23000.00} partial claim. I then resumed by normal monthly payment of {$2300.00} beginning XX/XX/2021. I noticed my loan was not updated online and kept calling and emailing asking why It was still showing as over {$25000.00} past due I was continuously told that they were 'so far behind " in applying the partial claims that I would need to call and make payments until they 'had the time ' to update my loan status Then, over TWO months later, my loan specialist left me a message that I would need to send yet another {$4600.00} before XX/XX/XXXX in order to 'book my loan claim ' by XX/XX/XXXX I am beyond angry I called and he hung up on me. I can not get anyone of authority on the phone They have also assessed late fees and I feel this is also fraudulent.
|
| 04/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
In XX/XX/XXXX I applied to Shellpoint Mortgage for a forebearance due to XXXX situation which affected my income.
I was assured no negative marks would be reported to my credit and that it would not affect my credit in any way.
I was making partial payments along the way from XXXX XXXX.
In XX/XX/XXXX I notified Shellpoint Mortgage that I had started earning income again and wanted to start making regular payments at which time they approved a loan modification but did not reduce my 6.875 % interest rate.
Instead, the tacked on the interest payments I was behind on and my payment went UP instead of down.
They delayed in sending out my loan modification package for 2.5 months. I did not receive the package until XX/XX/XXXX, after several phone calls I made to remind them I was still waiting on the package.
I signed the modification and made my first high payment in XX/XX/XXXX and have not been late since.
In XXXX of XXXX I applied for a refinance with another lender so that I could reduce my 6.875 % rate to 4 %. To my surprise my credit report shows that I did not make any payments at all from XX/XX/XXXX through XX/XX/XXXX. I then asked Shellpoint to make this right and fix my credit file AND to fill out a XXXX XXXX XXXX XXXX XXXX ). I called for 3 weeks until I finally received this form ( see attached ). They reported I am delinquent and have multiple late payments.
This has ruined my chances of getting a lower payment as I was approved for a 4 % rate subject to Shellpoint providing a satisfactory XXXX.
This is not what they promised and I can not afford this high rate of 6.875 %. I don't want to lose my home.
Please help me resolve this by getting the XXXX to reflect the account is in good standing and there are no late payments.
Thank you.
XXXX XXXX
|
| 10/19/2022 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
QWR and DVR to XXXX XXXX XXXX XXXX XXXX [ now part of XXXX XXXX XXXX meged with NewRez LLC ) re undated newly produced Allonge to her Promissory Note.
On XX/XX/XXXX XXXX XXXX XXXX lawyer XXXX XXXX sent XXXX her non-endorced Note and two standing alone Allonges.
One Allonge was dated XX/XX/XXXX, allegedly from XXXXXXXX XXXX XXXX to XXXX XXXX XXXX XXXXXXXX ( Caliber ) prepared allegedly by XXXX XXXX XXXX XXXX.
XXXX XXXX ( which appeared for first time from XXXX ) is undated, and prepared allegedly by XXXX post closing XXXX XXXX XXXX.
According to this XXXX, the payee is XXXX while other parties demand payments from XXXX acting under glimpse of XXXX.
XXXX demands disclosures and verification.
Caliber must state when this Allonge was created and provide the actual date and office location where this Allonge was created.
Caliber must disclose the full name of the Seller of XXXX XXXX, when and where this XXXX was sold, who was the buyer and proof of payment of this loan such as copies of wire transfer receipt, ACH or cancelled check. Please state names of each individuals for the seller and buyer who were involved in this transaction.
Please disclose if this loan was recorded as an asset on Calibers books and records after this purchase and provide me copies of these records ledger of account receivable where my Note is recorded as an asset.
Please confirm that Caliber is the current owner of my alleged obligation ; and warrantees of this ownership from an authorized individual officer of Caliber.
Please provide the name of custodian of my original Note and the place where this Note and my Mortgage are currently located.
Please make sure that all responses are wet-ink signed by an officer who is responsible for Calibers accounting or bookkeeping.
XXXX XXXX
|
| 03/15/2019 |
Yes |
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- Struggling to pay mortgage
|
|
Web |
|
|
We fell behind on our mortgage payments and after we realized we werent able to catch up we contacted Shellpoint Mortgage Servicing and submitted an application for borrower assistance. After being asked to submit and resubmit numerous documents finally as of XX/XX/2019 out application was considered complete, we received in the mail a letter stating they were reviewing our completed application and while application was being processed we would be granted relief from further action towards foreclosure. Then a couple days later we were served with a court summons stating that shellpoint had filed a lawsuit for foreclosure against us ... .the filing date was XX/XX/2019 the very day after they labeled our application for assistance complete. When I contacted shellpoint about this error / contradiction of what their letter stated I was told that foreclosure had actually begun XX/XX/2019 ... ..though nothing was ever filed with XXXX County court before XX/XX/2019. Even if they had begun moving towards filing a foreclosure lawsuit according to the letter Shellpoint sent us further action wouldnt be taken until a decision on loss mitigation was made ... ..its obvious the continued forward with steps towards foreclosure by filing lawsuit on XX/XX/2019. From research Ive done this is prohibited by federal law and is considered dual tracking which falls under fraudulent activity my a mortgage servicer. I maintained contact for weeks jumping through every hoop shellpoint reseated we jump through having faith they were truly out to help us find a resolution to move forward ... ... when all the while they were perusing foreclosure at the same time as they were helping us. I feel Shellpoints actions are deceptive and dishonest and dont follow the regulations set out in RESPA.
|
| 04/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I am complaining out of frustration with the Modification/Workout process with Shellpoint Servicing. I have been trying to avoid a foreclosure and in XX/XX/XXXX after some correspondence with Shellpoint I informed them of a change in our financial situation. It follows a Chapter XXXX Bankruptcy I filed in XXXX to eliminate all debt and with substantial increase in income I felt I could have an opportunity for a short term modification or workout which would allow us to stay in the house for an additional 2-3 years. I would pay the property taxes and homeowners hazard insurance during that time. I sent Shellpoint in a timely manner all the financial information they required including a NON-Borrower Contributior which would also make more money available if needed. I informed Shellpoint that our XXXX 1040 income which included W-2s and Social Security income was {$70000.00} which would be increasing in XXXX. Never had a phone contact with any decision maker only a single point of contact of which there were many different people assigned to our account for short periods of time. Considering how important this issue is for us there seemed to be no real urgency on Shellpoints part or new owner of the loan to find a workable solution similar to what I had offered. I would like a postponement of the Notice of Sale for 60-90 days in order to see if there is solution to avoid foreclosure that Shellpoint may have overlooked for our particular situation. I realize that at my age ( XXXX ) we will most likely eventually lose the house but based on income how would like to be able to stay a little longer before having to uproot. I have owned 2 homes in my lifetime, the current one since XXXX. The only reason I defaulted originally was an unexpexted loss in income 'in XXXX.
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| 05/01/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint Mortgage is acting in bad faith on a real estate transaction, being criminally negligent regarding a financial matter and illegally inflating property values for the purposes of acting as a foreclosure mill and deny borrower legal right to avoid foreclosure as afforded by CA Homeowner Bill of Rights On XX/XX/XXXX Shellpoint Mortgage advised that their property value on this short sale request came in at XXXX. This value request was based on an agent they hired who is not a XXXX, did not do a property inspection nor did they research the property prior to visiting the home to check if there were any issues with the city against the home which in fact due to the age of the property there are.
On XX/XX/XXXX we provided Shellpoint mortgage with the reasons why the property is not worth XXXX which mainly are as outlined below : 1. Major repairs needed as outlined on attached property inspection reports which impair the functionality of the home and must be fixed.
2. Docs from the city requiring work to be performed on the property due to the age of the home. Mainly the fact that the entire sewer system must be replaced due to city regs.
3. Foundation issues on the property as evidenced by reports and pictures.
These are major issues which must be addressed and taken into consideration when considering value. A value dispute is SUPPOSED to review these issues. However Shellpoint DID NOT REVIEW any of the city docs nor did they review the property inspection report due to GROSS NEGLIGENCE and CRIMINAL NEGLECT when establishing property value. Instead the INCOMPETENT personnel that did the value dispute ONLY reviewed comps which were NEVER the issue. The issue is and has been the major damage and CITY required REPLACEMENTS which GREATLY IMPACT the value.
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| 12/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I am writing to request legal action against Shellpoint Mortgage Servicing for their unlawful and discriminatory practices regarding force-placed insurance. Force-placed insurance is a type of insurance that lenders can purchase on behalf of borrowers who fail to maintain adequate coverage on their property. However, I have proof that I have maintained sufficient insurance coverage on my property located at XXXX XXXX XXXX XXXX, XXXX, Florida, XXXX since XXXX
Despite providing the required documentation for each insurance policy for my property, Shellpoint has repeatedly ignored my evidence and phone calls from my insurance agent, XXXX XXXX of The XXXX XXXX. Shellpoint has continued to charge me for their own lender-placed insurance policy, which is much more expensive and provides less coverage than my own policy. This is a violation of federal and state laws, such as the Real Estate Settlement Procedures Act ( RESPA ), the Consumer Financial Protection Act ( CFPA ), and the Florida Insurance Code.
I am not the only victim of Shellpoint 's abusive and fraudulent behavior. Many other customers of Shellpoint have reported similar experiences of harassment and discrimination. Shellpoint 's actions have caused me and others financial harm, emotional distress, and loss of dignity.
I urge you to sue Shellpoint on my behalf and on behalf of other customers who have suffered from their illegal and unethical conduct. I have attached copies of my insurance policies, payment receipts, and correspondence with Shellpoint as evidence of their wrongdoing since they start servicing our loan. I hope you can help me and others get justice and compensation for the damages we have endured.
Thank you for your attention and cooperation.
Sincerely, XXXX XXXX XXXX XXXX XXXX
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| 09/07/2023 |
Yes |
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- Trouble during payment process
- Payment process
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Web |
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I have had issues with Shellpoint Mortgage since they took over my family loan in XX/XX/2022. They started out by saying I was late several months until I filed a complaint and then suddenly I was only behind 1 month. This was still incorrect, but I mailed in payments in XXXX to cover that month, the month they said I was behind ( even though it was incorrect ) and checks to cover for the one that I stopped payment on in XXXX because they failed to cash it until a month later. They added on late fees for no reason and whenever a check is mailed without tracking, it is not cashed for several weeks later and is applied to the loan as a late payment... causing more fees. I have been using USPS Priority mail with tracking to their overnight processing since then for proof of delivery. I haven't had an issue with my payment checks being cashed during that time. Not wanting to spend the {$10.00} per mailing in XXXX, I sent a check to their normal payment address in Texas. And here we are again, a month later, and no sign of the check being cashed and they are sending default notices. I have received nothing but issues with Shellpoint because this account is in the Estate name of my late husband, XXXX XXXX. I assume that they are doing whatever they can to put us into foreclosure without warrant to cash in on the equity that we have accrued in a short time. However, I have proof of all cashed checks and delivery from all other months, so I am in now way, in default! I need for this company to get their record keeping straight once and for all and to credit my account for the payments that I do not owe and of course for those that I faithfully pay each month. Being a widow with XXXX children is hard enough, I don't need the run around from this company on top of that.
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| 11/22/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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Shellpoint Mortgage Service XX/XX/2016 ATTN EXCALLATION DEPARTEMNT LOAN NUMBER XXXX XXXX, Chief of the Escalation Department.
Dear XXXX : I am in receipt of the letter send from you Department on XX/XX/2016- Someone is CLEARY NOT PAYING ATTENTION TO MY ACCOUNT : OR THE RETENTION OF MY HOME- When I received the call on XX/XX/2016- from XXXX he knew that the DOLLARS where incorrect on my Modification Denial with the UNDERWRITING DEPARTMENT not adding any rental income. In addition, his superior called me per my insistence in the Denial of the Modification an also concurred that there was no rental income and the Modification showing a NEGATIVE loan ratio of ( -140 % ) -- Debit to income- NOW let 's look at page one of your XX/XX/XXXX letter FROT with ERRORS- and misinformation.
# 1 My net income for EXCURSIONS as sent in is $ XXXX That is my SEDAN CAR BUISNESS No added correctly is the long term rental property income of {$5300.00} discounting the income per HAMP at 75 % is a positive {$3900.00}. THAT would clearly make a monthly NET income to me of {$6500.00} per month NET to ME XXXX- take away the MORTGAGE PAYMENT for the rental unit of {$2600.00} = {$3900.00} take away with a new HAMP MODIFIED PAYMENT on the balance of {$370000.00} on a 2 % note the payment would be at {$1300.00} per month- plus taxes and insurance of roughly {$500.00} per month I would be at 50 % LOAN TO VALUE NOT NEGATIVE 140 PERCENT- SO, let 's look at {$6500.00} a payment of {$1900.00} would be a positive 32 % Debt to income ratio- Now please try to explain this to the Consumer Protection Bureau- your response is not posted on my site and a second note was sent to you for my concerns of your response.
XXXX CO XXXX- XXXX CC XXXX Attorney on File and the Consumer Protection Bureau.
\
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| 01/26/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Shellpoint has grossly mishandled my money. My mortgage transferred to them beginning XX/XX/23 and even though the welcome letter told me the auto-draft would remain in effect, when the payment due date passed by without a auto payment made I contacted them and the rep told me the auto-pay function didn't work during the transfer. She said I would need to pay a manual payment and set up the auto-payment again. I did so on XX/XX/23. The following day, Shellpoint still drafted the using the auto pay for the 2nd time. So now they drafted it twice. The amount they now held of mine was over {$6100.00}. I requested an immediate reversal and they said they can't reverse and would send a payment via ach right away and i would receive in 3-5 days. After 5 days I called and they said no, they actually sent a check and it would be there in 10-14 days. I said no, i needed it right away. They cancelled the check and resubmitted an ach. They assured me it was all set. After 5 days I called and the lady said it would be in my account by the following day. 2 days later and I still didn't get it. I called again and the rep said the ach was submitted in error and they needed to do it again. By now XX/XX/23, they've held my {$6100.00} for over 16 days. I finally got more testy and demanded an immediate resolution, i suggested i needed to speak with someone who could approve a same day wire as this whole process was unacceptable. Instead of being helpful, the person on the line set up the virtual wall that I can't go any further, that I can't get an immediate response, and that I'll have to continue to wait. If i could simply take my business elsewhere I would, but since I have no choice in who services my mortgage, the least I can do is write a poor review. Horrible company.
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| 06/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear CFPB, I have contacted Shellpoint Mortgage multiple times since XXXX XXXX requesting PMI to be removed from my loan. I have paid down my mortgage to 78 % of the original loan as of XX/XX/XXXXXXXX. Shellpoint Mortgage is legally obligated to cancel my PMI at my request because my loan has satisfied all requirements. Please reference the Homeowners Protection Act of 1998, Section III, part B on page 3 ( https : //www.federalreserve.gov/boarddocs/caletters/2004/0405/CA04-5Attach1.pdf ). Shellpoint Mortgage has continually given me the run around. First they stated I needed to pay for an appraisal which is false because my loan to value ( LTV ratio ) has reached 78 %. If it was 80 %, an appraisal could be required. Then they confirmed they would remove PMI, but they never followed through on that promise. When I called in the Winter after noticing I was still being charged, they told me PMI was paid in arrears and assured me it was coming off. Now, their latest excuse is saying that my property is currently located within a declared disaster area and again requesting me to pay for an appraisal. The only possible disaster they could be referencing is Covid-19. First of all, I requested PMI to be removed in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX long before Covid-19. Secondly, Covid-19 has nothing to do with the issue at hand. I have called their phone number and you can only speak to customer service representatives that are not educated to handle this situation and they are not able to connect me to anyone who can. All I can do is continue to email them, but I have zero faith they are going to honor what they are supposed to by Federal Law. This is the last opportunity Im giving Shellpoint Mortgage to rectify the situation prior to taking legal action.
|
| 01/22/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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This is my second complaint on this website against Shellpoint mortgage servicing. The first complaint { XXXX } was issued on XX/XX/XXXX. Shellpoint replied on XX/XX/XXXX { case # XXXX } { reference # XXXX } stating they were sorry for their mistake, they were going to have Modification documents sent to me within one week, and they were going to immediately contact all credit reporting agencies to have my false late payments removed from my credit report.
Today is XX/XX/XXXX, Shellpoint has done nothing. Shellpoint is still harrassing me for back payments, they haven't sent me loan modification documents, and my credit is still showing that I'm 90 days late on my mortgage. I've informed Shellpoint that I am attempting to purchase a new home, and I need the lateness 's removed. Shellpoint has assigned me a point of contact by the name of XXXX XXXX XXXX. Mr. XXXX rarely responds to emails, phone calls, and always indicates the issue of the modification and false credit reporting are out of his hands. He refers me to his supervisor XXXX XXXX. XXXX replies to phone calls and emails even less than Mr. XXXX. The times XXXX has replied to me, she's made promises to handle escalate the matter to have my modification documents sent to me and fix the credit report, but still nothing is ever done.
If this complaint does not get the issue resolved, I will have to resort to legal action. I will sue for damages, harassment, ruining my credit, and the time it's taken to get this cleared up.
Attached please find Shellpoint 's response clearly stating this matter would be cleared up within one week, and this was over 3 months ago. Also, I've attached proof of all payments, modification documents, and bank statements showing payments coming out of my checking account.
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| 01/12/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American |
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In XXXX shellpoint mortgage ( lender ) begins to collect escrow funds. Throughout the next year and half as borrower makes payments, lender fails to credit account and instead places funds in unapplied account. Borrower becomes up to six months behind on mortgage payments as per Shellpoints records.
In XXXX of XXXX we were granted a loan modification by shellpoint mortgage ( lender ). The accounting that the lender used to figure that loan mod was inaccurate. As part of the loan mod the lender was supposed to bring payments in arrears, add these funds to the principal balance so that there are no monies to be in arrears on the Modification effective date ( XXXX/XXXX/XXXX ). But Shellpoint added {$17000.00} to loan balance but failed to bring loan current. Borrower contends he is only XXXX payment behind on modification effective date where as lender has borrower XXXX payments in arrears. Lender never brings loan current as required by loan mod. As borrower continues to make monthly payments lender fails to properly credit account. As an example, borrower paid three times for the XXXX/XXXX/XXXX payment. On XXXX/XXXX/XXXX borrower paid {$7100.00} for due date of XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX borrower paid {$6000.00} for due date of XXXX/XXXX/XXXX, and on XXXX/XXXX/XXXX borrower paid {$6200.00} for same due date of XXXX/XXXX/XXXX as per Shellpoints own records.
On XXXX XXXX, XXXX lender offers to amend loan mod but still has incorrect figures. In XXXX/XXXX/XXXX borrower signs notarized copy of new amended loan modification. Currently, Shellpoint is returning all payments made by borrower and does not return phione calls and has locked borrower out of online account activity. But borrower continues to make each monthly payment as per loan modification.
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| 03/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX, I was released from my job with XXXX XXXX XXXX and XXXX XXXX. At that time, I took advantage of the XXXX relief and went into forbearance on my mortgage with XXXX XXXX XXXX. In XX/XX/XXXX, my forbearance ended, and I attempted to take advantage of the loan modification process afforded to me. XXXX XXXX XXXX continued until XX/XX/XXXX to delay this. They kept giving me incorrect information and making me file unneeded paperwork in what I now see as an attempt to secure an interest rate more advantageous to their company. Instead of calculating my modification at XX/XX/XXXX interest rates, it was done at XX/XX/XXXX interest rates, which is a significant disadvantage to me. I made the three months of trial payments and complained and asked for help through XXXX of XXXX ; at the end of that period, my loan was passed to ShellPoint Mortage, who finalized my modification. This issue is brought up every month with them on a phone call. They have yet to respond and give me the one-month grace period at the end of the trial payments, not to make a payment as I had been part of the modification deal with XXXX XXXX XXXX. In the end, I have been required to pay every month, and now my payments are almost precisely what they were before the modification. XXXX XXXX XXXX has a complete record of my calls and documents. I am asking : 1 ) My loan interest be adjusted to the interest rates of XX/XX/XXXX as they should have been when I requested the modification on the COVID-19 Forbearance program. 2 ) I am granted the one-month grace between the accepted modification and the payments under the new rate beginning. 3 ) My late fees be removed from my account with ShellPoint as I am behind due to unfair and underhanded practices by XXXX XXXX XXXX. Thank you,
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| 11/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have had an ongoing problem with Shellpoint mortgage. I have consistently fully paid the mortgage monthly since its inception and have never missed a payment.
The loan was established without an escrow, and I have paid the insurance and taxes without lapse. On numerous occasions, I have supplied proof of insurance to Shellpoint, but they have not updated their records, and have applied lender placed coverage on the loan and added the cost to an escrow balance on the account. Since I already have insurance on the property, I refused to pay the escrow balance, and have asked Shellpoint to rectify this situation. This has been an ongoing issue with them for the past 2 years, and they have not corrected their records. They are now calling me non-stop trying to collect the balance and show the loan 60 days in arrears which is negatively impacting my credit.
I provided Shellpoint full proof of insurance coverage for the past two years including building liability and flood insurance policies via email to XXXX XXXX XXXX XXXX XXXX on XX/XX/2021 and have requested that they correct their records. Rather than update their information, I have received 2 additional letters from them demanding proof of insurance.
I have tried to resolve this issue through Shellpoint 's customer service, but find them to be useless. Instead of resolving the issue, they tell me they will file a complaint and request that I send the proof of insurance to the email address that I referenced above.
I recently tried to refinance the property to get away from Shellpoint, but the negative impact they are having on my credit is preventing me from refinancing. I need your help to get this resolved and will provide any and all documentation you need to resolve this issue with Shellpoint
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| 03/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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This problem originally included both XXXX and XXXX ; XXXX corrected the issue and removed any reference to Shellpoint from my credit report. XXXX did not.
The furnisher company involved is Shellpoint Mortgage Servicing, a division of NewRez LLC.
The company services a mortgage that is under foreclosure and has been for the past 10 years.
The last payment made on that mortgage was XX/XX/XXXX.
The resolution they filed with XXXX even had that date but somehow they also claim I made some kind of payment in XXXX.
I did not.
The record proposed by Shellpoint also claims " paid as agreed '' but shows a 180+ days delinquency, a glaring inconsistency.
In XXXX, Shellpoint was not the servicer of the loan and it belonged to a different company as well ( Shellpoint services it for XXXX XXXX, XXXX ; it was serviced previously by XXXX XXXX XXXX which never recorded a payment in XXXX ).
Attached is an Affidavit from an employee of Shellpoint that was filed in an unsuccessful bid to foreclose on the house, and which specifies that no payment was received since XX/XX/XXXX.
Also attached is XXXX 's report on the issue. Notice that the information that supposedly came from Shellpoint is internally inconsistent ; on one page they acknowledge that the date of first delinquency was XX/XX/XXXX ( I'll accept even though it was XX/XX/XXXX, the difference is immaterial ). In another place, they claim payment in XX/XX/XXXX. This is not in keeping with the sworn affidavit or the other statement in the Report.
When I tried to explain this to the representatives at XXXX, they claimed not to have access to the PDF I was trying to explain to them and that is attached here, so we had unnecessary difficulty coming around to the inconsistency and source of the trouble.
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| 01/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I had a fire at a home I had a mortgage with at NewRez, Shellpoint mortgage on XX/XX/XXXX. In XXXX my insurance company issued a check which paid off the balance of my loan. The loan was paid off XX/XX/XXXX. I waited till XX/XX/XXXX to call to find out where the proceeds were from my insurance company so I could begin the repair process. I was told at that time the check was mailed and I should receive it in the next few days. I still didn't receive the check and called again XX/XX/XXXX. At that time I set up with them to transfer the funds to my bank account through ACH transfer. I gave the representative the information and which point she stated I would have the funds available in the next 24-72 hours. On Friday XX/XX/XXXX the funds were not in my account. I called and spoke with 5 different representatives. I was told that a new paper check was requested to be sent on XX/XX/XXXX - I explained how that didn't happen. I was told when I called XX/XX/XXXX ( which I didn't call XX/XX/XXXX ) that I requested a new check and cancelled the ACH transfer. I was supposed to receive a call back from the supervisor Friday it's now Thursday XX/XX/XXXX and still no call back. I spoke with 5 different representatives Friday. I was then told the transfer would go through XX/XX/XXXX which was a Sunday followed by a bank holiday Monday. The money still wasn't there on Tuesday XX/XX/XXXX so I called again. Spent another two hours on the phone with 7 different representatives. Told the money would be available again today. The money is still not there. I called again this morning XX/XX/XXXX and was told the request would be put in. I am being given the runaround for the money I need to fix my home. I have no idea what to do or how to proceed with getting results here.
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| 09/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/2018 my dwelling sustained damage that is currently questionable whether the dwelling is a total loss. My Fire department, my insurance company, my mortgage company are all issues due to the lack of information and an insurance company/adjuster who, in my opinion, has taken many actions that lack reason or truth. The biggest concern is violations in accessing my mortgage account, transactions done without my knowledge or consent, that have left the mortgage unpaid and serviced and the insurance adjuster unwilling to track the payments made that were never received by the mortgage company despite the check wire transfer deposited into a law firm trust account without the endorsement of the mortgage company , the public adjuster or myself. The original check paid toward the loss exceeded the amount owed. The original check was never made known to me by the adjuster of the insurance company and I was denied access to the funds or ability to pay the loss and has placed a burden upon myself that due to the belligerence of the insurance companies has resulted default on credit cards, multiple late charges and forcing me to pay a mortgage that should have been paid and attacks and illegal activity to myself and ability to handle my health issues, safety, security, credit, credit accounts, ability to pay bills. Furthermore, it has led to 3 wrongful attempts of " recovery '' to my property, 9 transactions to my mortgage account without my knowledge or consent that took considerable funds after paid, despite my asking for fraud alert, and lockdown of that account. It has also denied my ability to sell the property and I feel threatened and my rights denied and mortgage company has failed to recover my funds that were taken after a payoff request made.
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| 03/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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We filed a complaint with the CFPB on XX/XX/XXXX regarding our mortgage servicer, NewRez. We received a response on XX/XX/XXXX from XXXX XXXX of the NewRez Compliance Department.
XXXX XXXX stated " The loan payment history we have available starts on XX/XX/XXXX through the present date. Unfortunately, the prior servicer, Ditech Financial LLC ( Ditech ) did not provide the life of loan history ; therefore, we are unable to comply with the homeowners request for a payment history from origination through XX/XX/XXXX ''.
In XXXX XXXX 's response, inaccurate and incomplete Escrow Payment records from XX/XX/XXXX to XX/XX/XXXX were provided. Escrow Payment Records from XXXX, XXXX, XXXX, XXXX, XXXX and XXXX were not included.
1. Where are the Escrow Account Payment RECORDS including the Escrow balances from XXXX, XXXX, XXXX, XXXX, XXXX and XXXX?
2. In reviewing the documents that NewRez supplied in their response, there are no ESCROW ACCOUNTING RECORDS from XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. Apparently NewRez does not have any Escrow Account Records at all from XXXX, XXXX, XXXX, XXXX, XXXX, XXXX because in their reply on XX/XX/XXXX the only Escrow Payment Records that were included were up to XX/XX/XXXX. Therefore what records did NewRez use to calculate the claimed amount of due of {$4400.00} which was filed on Official Form 410S1 on XX/XX/XXXX with the United States Bankruptcy Court for the : Western District of North Carolina?
3. Why did XXXX XXXX state that " The loan payment history we have available starts on XX/XX/XXXX through the present date '' However she only provided Escrow Account Payment Records up to XX/XX/XXXX and not the present date? Why did she not provide any Escrow Accounting Records for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX.
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| 01/07/2019 |
Yes |
|
- Trouble during payment process
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Web |
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Our mortgage transferred to a new service provider around XX/XX/XXXX, prior to transferring in XX/XX/XXXX the Insurance changed and because of it the new provider was paid and the overage from the last insurance in the amount of {$2500.00} was mailed to me. I spoke with two reprentatives who adviced for me to keep that check until the escrow account was reanalyzed so that I would know the full amount to send in as I may need to send more than what was on the check. They both sent the account to be reanalyzed and after calling a third time I was told nothing changed with the insurance so they didn't reanalyze the account. I asked them about the shortage and why the entire escrow as a whole was not reanalyzed and the representative said a request was only made to review the insurance. They have asked for a new request which can take another 3 weeks meanwhile i'm overpaying to the escrow each month because no one on the phone can tell me what my escrow shortage is. How can a mortgage company not be able to analyze an escrow account and why do they make you wait 3 weeks and then on top of that ask the customer to call back and see if the account has already been reviewed. Everything about their escrow process seems very wrong. I asked for a supervisor was placed on hold for 20 minutes and then was told I would speak to a supervisor but instead was transferred to a voicemail of XXXX XXXX, who I'm sure will never call me back. I need my entire escrow account reanalyzed and I need to know what my escrow shortage is so that I can send that it in and the account can be reanalyzed and payment lowered as I am currently overpaying based on them not giving me those new figures. I've been dealing with this for 3 months now and think I have been more than patient.
|
| 09/02/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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|
Web |
Older American |
|
I had a Bank XXXX mortgage in good standing until XXXX XXXX when the bank failed to post a payment for that month ( XXXX XXXX, we later learned the check had not cleared our bank ) and subsequent payments made on time, were credited to the previous month, making the current month to show delinquent. Bank XXXX transferred our loan to Resurgent Mortgage in XXXX XXXX and Resurgent discovered the mistake and other posting errors that showed the account 60 days delinquent and reported to credit agencies, destroying my credit. The documentation was finally obtained from BA in XXXX XXXX and resurgent offered to do a Loan Modification in order to bring the account to 'current status ' providing we made two months payments for XXXX XXXX and XXXX XXXX, which I made. We completed the Loan Modification documents and submitted them to Resurgent in XXXX XXXX and was advised not to make any further payments until we received the Modified Loan documents. Subsequent communication with Resurgent was not possible by email, fax or phone and we never received the Loan Modification. On XXXX XXXX, XXXX I received a Certified Letter from Shell Point Mortgage Servicing notifying me my home was scheduled for foreclosure on XXXX XXXX, XXXX. My attorney and I made several attempts to resolve the delinquency of {$280000.00} but we informed they could not respond until they officially received the Loan Modification documents which we had send via email on XXXX XXXX and again on XXXX XXXX. On Friday XXXX XXXX we were told they had not received the documents and the five day provision for stopping the foreclosure has passed and the foreclosure could not be stopped. My attorney advises my only alternative is to file personal bankruptcy to stop the foreclosure, which I intend to do.
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| 07/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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1-Improper notification of transfer of loan when transferred from XXXX XXXX to Shellpoint as servicer for new owner-caused us to get behind on payments because new payment address was not given ; XXXX XXXX excepted 2 payments and forwarded to Shellpoint, but payments beyond 3 were not forwarded ; XXXX XXXX informed us of the transfer, but Shellpoint did not notify us in the required time 2-Shellpoint sent notices dated with post-marks/meter stamps a week or more after notice date ; we received a notice today, XX/XX/XXXX, dated XX/XX/XXXX 3-Inconsistent application of payments and statements ; In XXXX, a payment was sent for approximately {$1200.00} matching the amount on a recent statement ; the next statement had a balance around {$1100.00} ; 3-it is difficult to understand the activity on the Shellpoint website ; when the previously mentioned {$1200.00} payment was broken up and an additional approximate {$270.00} was applied to the principal ; it was difficult to confirm that a payment was not received for XX/XX/XXXX 4-After a period of unemployment and under employment in early XXXX, we went through Consumer Credit Counseling and qualified for a HEMAP Loan with the PHFA ; we paid the HEMAP Loan off and continued to monitor our credit ; we are in the process of refinancing this mortgage after increasing my credit to a level that would allow for refinancing 5-On a recent inquiry, we learned that Capital One owns New Rez which owns Shellpoint, which probably should have been worthy of notification ; at first, we thought XXXX XXXX was the owner, but, on another inquiry, another firm was listed as the owner ; no notification of a transfer and the inquiry is still pending 6-The payment due showing on the Shellpoint website was paid today, XX/XX/XXXX
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| 02/26/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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Shellpoint has changed the amount owed going back and now adding a month that was never mentioned nor was communicated within any of the emails nor verbally communication by any of the individuals that contacted us. As of Monday XX/XX/XXXX another lady called and stated that she is now going back and adding XXXX because XXXX says they can't find any proof and if we can't find any or provide any she's adding on an additional XXXX to the amount now due. This lady refused to listed to what had already been discussed and stated that none of the recordings mean anything and that she is adding back the fee 's and penalties and that we now need to pay it. She continued to over talk me stating that this is an attempt to collect an debt. They have taken payments sent in and notated them towards payments that was already paid. Example, she took the XXXX postal money order that they said they haven't received and now she is stating they have received it and applied it to an XX/XX/XXXX payment that we already made and wasn't in question. I'm trying to understand how she is stating that we didn't make XXXX but she has XXXX this makes no since. Not only that, All communication was in regards to when Shellpoint took over which is according to them was XX/XX/XXXX how are we now saying XXXX when this was resolved by XXXX now Shellpoint is stating we contacted them and they said add XXXX.
What rights do we have to choose a mortgage lender and how do you file an class action law suite and go higher with a complaint because this company is just as messy and unprofessional as XXXX and it's just the matter of time before they are filing bankruptcy as well and once again it's the customers suffering. These people are scamming hard working citizens and it needs to stop.
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| 02/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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For the past 20 yrs I've been paying on this lemon called a mobile home. 20 yrs. Now i done paid the mortgage and then some they still sending letters not statements saying i owe monthly note of such and such. Then the next month they would say i don't owe anything. Then the next month they'll say i owe this. They'll send people in my yard or stand in front my home or go on the next lane and take pictures of my home to intimidate me. I've been stressed and depressed enough with this trailer company. Not only is they doing dirt they doing the most dirty work when we first got the mobile home XXXX XXXX came to my apartment to sign papers cause my dad was too sick to leave the home my dad was on his death bed i literally had to hold his hand to sign the paper, the trailer is in my dad name who died 3 months prior to moving in here not only that. The trailer people switched the trailer behind our backs saying my dad and i had too much money combined to get the mobile home i picked out. I had picked out an older cheaper model but they changed it without our consent. As they was setting the trailer on the property i was told they need XXXX to finish setting up. Money had to come out my pocket. Over the years I've been assaulted, insulted and intimidate by these trailer people. Whom refuse to give me the title for this mobile home.
They also changed their company name over and over from XXXX XXXX to greentree to ditech now shellpoint in order for me to keep sending money saying this company did not receive payment or that company did not receive payments can you please help me. I'm tired, I'm tired of being ripped of. I am XXXX so if you have to contact me please contact me at this email XXXX these people also changed the account number numerous times
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| 01/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XXXX ( formerly XXXX XXXX XXXXl ) submitted an escrow analysis for XX/XX/XXXX that duplicated insurance amounts for the house. I spoke with their insurance department on XX/XX/XXXX who admitted their error. Since then they appear to be unable, unwilling to do a corrected escrow amount. Here is a record in a copy of correspondence to them. I also spoke with them yesterday ( XX/XX/XXXX ) but got no response or resolution : Happy XXXX XXXX, I am writing out of frustration due to an unresolved issue. When my account was transferred from Guaranteed Rate to you this past year, your company double booked the escrow required for insurance. This resulted in a over statement of the XX/XX/XXXX shortage AND payments for XX/XX/XXXX, resulting in a 13 % increase in my monthly payment. I have been trying to get this resolved for nearly two months. In the interim, I have paid the new payment amount in good faith.
Here is a record of the attempts I have made with XXXX XXXX since receiving my escrow analysis in early XXXX : XX/XX/XXXX - confirmed the appropriate insurance amounts and payment with my carrier, XXXX.
XX/XX/XXXX - called your insurance division and spoke with XXXX, who confirm that there was an entry error on the part of XXXX XXXX which she would correct and forward for a new escrow analysis.
XX/XX/XXXX - follow up call to CS rep Ms. XXXX at XXXX XXXX. I was told " these things take time '' and I should check back in a week or two.
XX/XX/XXXX - follow up call to C rep XXXX who advised nothing had been done although she saw a note about it in the file.
It is XX/XX/XXXX and the lack of response or action on this is beyond my understanding. Is there someone there who can help?
XXXX XXXX XXXX XXXX My call to them on XX/XX/XXXX was also unsuccessful.
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| 01/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint Mortgage is in violation of CA Homeowner Bill of Rights and is illegally trying to inflate property values to deny homeowner legal rights to avoid foreclosure.
At issue is the Shellpoint illegally refusing to acknowledge market conditions and property damage which directly affects the value of homeowner property. Homeowner is trying to sell the property to avoid foreclosure. CA Homeowner Bill of Rights requires lenders and servicers to work with homeowners to avoid foreclosure. By illegally disregarding hard facts about property condition and the fact that this property has been on the market for 238 days with multiple offers that has fallen out due to property condition they are in fact breaking the law by not taking those issues into consideration.
Shellpoint is requiring an unreachable and unreasonable price of XXXX for the sale of this home. We are keeping a record of this dispute and will have the option to use this as a record for any potential class action law suits if Shellpoint forecloses and lists this property for sale for anything less than XXXX. This property is NOT worth XXXX and Shellpoint has plenty of facts to back up the true value of the property including recent sold comps and bids for repairs needed for this home but Shellpoint refuses to take that information into consideration. By illegally inflating the property value, failing to realize that a property marketed for 238 days in an area that has an average DOM of 60 days they are acting as a foreclosure mill. Only interested in foreclosing not adhering to CA law in helping avoid foreclosure or working in the standards of real estate law in marketing a property. This is illegal and Shellpoint must immediately cease and desist their foreclosure mill process.
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| 03/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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I requested a loan modification workout out in XX/XX/XXXX due to the Department of Treasury approval of a 30 % cut in my pension effective XX/XX/XXXX. I am XXXX and receive social security. Approximate XXXX XXXX my request was denied by a phone call from a rep at Shellpoint Mortgage/XXXX XXXX ( investor ) informing that Shellpoint offered that my payment be extended for 10 years and reduced to {$640.00} from {$730.00} but the investor denied it and said the only option available is to increase my mortgage and stay at the 7.75 interest rate, and asking that I bring my account current. I am now making partial payments of $ XXXX monthly. I appealed the denial in writing and then on or about XXXX XXXX, I received another phone call from XXXX XXXX ( point of contact ) informing that the first denial was a " computer error '' and still they will not modify because the " numbers don't support it '' and any modification would increase my payment, which is ridiculous. I asked to see all documentation and the calculations of how they arrived at this conclusion. He said he would have Shellpoint make that information available to me. On XXXX. XXXX I attempted to make a payment via phone but was transferred into various loops that said no one was available to speak to me. I believe Shellpoint has no intentions of provide a loan mod. I have $ XXXX in equity and their intent is a financial advantage. I have requested many times that I be allowed to pay my own taxes. That alone would give me some relief. They refuse. My XXXX statement now shows an increase of {$7.00}. While this is minimal, why did my payment increase? One of the issues with this company is that they never put anything in writing and each time I speak to a representative, the story changes.
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| 02/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I refinanced a first mortgage on my condominium, closing date XX/XX/XXXX. I paid off the prior mortgagee, NewRez LLC, on that date. However, XXXX has not recorded the discharge of the loan at the XXXX XXXX XXXX of XXXX.
I called XXXX on XX/XX/XXXX. They promised to email me a satisfaction letter purporting to show that they had electronically recorded the discharge of the loan with the XXXX XXXX Registry of Deeds. I did not receive it.
I called XXXX on XX/XX/XXXX and they made the same promise. This time I received the satisfaction letter via email, however the satisfaction letter they sent was for a different loan that was discharged in XXXX.
I called XXXX on XX/XX/XXXX and determined that the mortgage I was trying to get discharged does show as fully paid in their systems, however, the satisfaction letter attached to the relevant account in their system is for the wrong loan. Customer Service told me to contact the loan servicing department by email at XXXX. I did so. I received an automated reply via email.
On XX/XX/XXXX I received a paper letter from XXXX acknowledging that they received my inquiry and they were working on it.
On XX/XX/XXXX I received a paper letter from XXXX saying that they " respectfully request additional time '' to resolve the issue.
At this point I am opening an inquiry with CPFB because I do not consent to allowing more time to resolve this issue. They were responsible for correctly discharging the mortgage several months ago. As it stands now, according to the registry of deeds, my property is encumbered by a mortgage that I do not owe, and this has a serious material effect on my financial position and ability to manage my property. I would appreciate your assistance in escalating this matter.
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| 05/20/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I am still being ignored by Shellpoint!
Shellpoint just contacted me and now that they are removing the forced
placed insurance I never needed in the XXXX place they are saying
they instead need a "cushion" in my escrow which allows them to steal
an additional XXXX a month added to my mortgage payment.
This is theft and I expect someone to contact them to resolve this,
it's frustrating and I'm spending alot of my time trying to resolve
this and now its a different scheme to take money from me.
Can you understand how annoying and frustrating this is.
I started with a new modified loan in 2013 with a payment of XXXX which
always included my escrow payment, and I never missed one payment NOW
THEY ARE SAYING MY ESCROW IS SHORT! How can it be short I never missed
a payment! STOP THIS THEFT NOW!!!!
please step in CFPB and stop this abuse i'm sure i'm not the only one affected. Shellpoing makes it difficult to deal with they always ignore my emails I'm losing hope getting a resolution with Shellpoint because they continue to ignore my concern
There is no way my escrow is that short XXXX short! No! I expect my payment to go back to it's original amount.
Why is my payment going up?
In fact I think my payment should be going down because I think think my property taxes have increased.
Shellpoint owes me a refund check for the over XXXX they have stolen in fake insurance payments that I never needed since my property was insured already which I proved to them.
So I expect a refund and my payment to go back to its original amount of XXXX a month.
It was a struggle to get my loan mod and I have in good faith made every single payment on time and now this! It's frustrating please CFPB step in and protect us from these servicer abuses, I feel violated.
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| 12/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez responded to our Complaint number XXXX on XX/XX/2021.
NewRez 's XX/XX/2021 response states, " Newrez received the homeowners payment of {$940.00} on XX/XX/2021 and per the homeowners instruction applied it to principal and escrow instead of the XX/XX/2021 post-petition and contractual payment '' We at no point in time ever instructed NewRez to use the check they received on XX/XX/2021 in the amount of {$940.00} as an PRINCIPAL AND ESCOW ONLY PAYMENT as NewRez is falsely claiming in their response. It is also clearly written on the check and letter we attached to the check that it was intended for the XX/XX/2021 Due Date of PRINCIPAL, INTEREST AND ESCROW.
In fact, we sent in a certified letter, attached to the check that NewRez received on XX/XX/XXXX, specifying that the check in the amount of {$940.00} for the XX/XX/XXXX due date and was to be allocated as a payment of PRINCIPAL, INTEREST AND ESCROW.
Attached is the letter we sent of attached to the check for {$940.00} that NewRez received on XXXX, XXXX 2021 specifying that the check was for PRINCIPAL, INTEREST AND ESCROW, NOT JUST PRINCIPAL AND ESCROW as NewRez is claiming.
XXXX. NewRez needs to immediately deposit the appropriate amount of funds that were due to be paid on our account for INTEREST for the XX/XX/2021 Due Date, the funds we specifically said were to be allocated as Principal, Interest and Escrow as we contractually owe 12 yearly payments of PRINCIPAL, INTEREST AND ESCROW.
XXXX. NewRez needs to acknowledge that we never gave them Instructions or permission to use this check received on XX/XX/2021 in the amount of {$940.00} for PRINCIPAL AND ESCROW only.
Our mortgage account now has a missing interest payment of which NewRez needs to resolve their error.
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| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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my mortgage loan has been sold or transferred to another company. during this process it appears that they somehow lost an escrow payment. I have had this loan open for over 6 years and never missed a payment. I escrow monthly for my property taxes. I received a letter telling me that I am {$2500.00} short in my escrow account and either have to pay my mortgage servicer {$2500.00} now or they raise my payment to cover this difference. I did not have {$2500.00} to cover this shortage and there SHOULD NOT BE A SHORTAGE since I pay my mortgage and never missed a payment. I called the escrow department, showed them proof that mortgage payment was never missed, the escrow department acknowledged this fact, yet they stated I still needed to continue to pay an extra {$200.00} per month that I can not afford or they will not accept my payment, essentially forcing me into default if I do not comply with their demand. I asked for them to put my escrow on hold while they investigate, they refused and told me if I want to stop escrowing for taxes I would need to login on their site and make a request. They told me it would take over 1-3 months to do an analysis and figure out where they lost my money to pay my property taxes and while they try to figure this out, I am forced to pay an additional {$200.00} per month or go into default if I can not afford it. I am XXXX years old, I live on social security and I am now forced to not pay other bills in order to maintain my current status on my mortgage. This is an absolutely egregious error on their part, they listen, they agree I'm right, but because they can not figure out why they lost a payment due to a transfer of servicing, they are putting the onus on me to pay for their incompetence and mistakes.
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| 01/23/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Private mortgage insurance (PMI)
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Web |
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I started the process for PMI removal back in XX/XX/XXXX. I called my mortgage loan servicer and confirm they received my written request and they said yes. The check was in the same envelope as the written request as required/instructed by NewRez. Then I called back as I didn't hear back for another 2 weeks and they then said the letter was not here and I had to resubmit - after they told me they had it. Either way, they never informed me of this " missing documentation '' and I assumed after talking to one of their representatives it was all set. I finally got ahold of a manager who said to re-submit to her and she would call me back IF she DIDN '' T receive the email - no call back so once again assumed it was all set. A week later I follow up with this manager to find out that she didn't receive the email but never called me back. I finally scheduled the XXXX on XX/XX/XXXX and was told to give it 5-7 days. I once again never heard from NewRez so I called on XX/XX/XXXX to confirm the results were in. A representative told me that PMI was to be removed starting with the XXXX payment but it was never adjusted. I was advised to pay XXXX to prevent a late charge and that I would be refunded the difference once they payment adjusted. The XXXX payment is showing due and is still not adjusted to my new payment. Now, I receive a letter dated XX/XX/XXXX from NewRez that is telling me I need to pay a XXXX fee. I was already approved PMI removal by their company, how does their system generate a letter like this? Was the fee I paid not applied correctly? I have called again today and nothing is being resolved. I paid, I qualified, and my payment still has not been adjusted.
I am told that all calls are recorded so it should be easy to review.
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| 07/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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XX/XX/2021 My hardship began on XX/XX/2021, my home was broken into, my wife and I were in stubbed multiple times. We were XXXX XXXX. I was XXXX for over a month. I lost my income, so did my wife. We also lost our rental income due to the Covit-19 Pandemic. We were left in a very bad financial situation. It was hard to keep up with all our financial obligations.
We reached out to Shellpoint Mortgage Servicing for help. We submitted a loan modification application. After six months reviewing the application, I was told that I would get an estimate trial monthly payment of {$2100.00}, with a dawn payment amount {$6500.00}. ( Please see attached email notice, proof of payments. ) On or about the XX/XX/2021, after the 3-month trial payments, we received a permanent modification agreement, with a new monthly payment {$3200.00}. A XXXX dollars higher than our previous monthly payments which were {$2300.00}.
Shellpoint it is servicer with a very bad record on helping home owners. I am writing this complaint to also help other homeowners that have been harmed by Shellpoint.
Shellpoint failed to provide us with the available options for home owners, who lost rental income with the covid-19 under the New York Law, such as to have the arrears accumulated during our hardship period added to the back of our loan, with no additional interest, late fees, or penalties ; The option to assume our regular monthly payments of {$2300.00}.
We can not afford an increased of {$1000.00} in our mortgage payments. We should not be penalized for such horrible stubbing ordeal that my family had to endured.
BY THE INTERVENTION OF AN INVESTIGATION OF THE CFPB IT WILL HELP TO PROTECT MY CONSUMER RIGHTS, AND HELP ME KEEP MY HOME.
Very truly yours, XXXX XXXX XXXX
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| 05/15/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Week of XXXX XXXX I called NEWREZ, my mortgagee handling company about unpaid mortgage insurance to company called XXXX XXXX XXXX. Insurance payment was due on XX/XX/2020 for XXXX . Long story short, after spending 15 plus hours on the phone waiting and arguing about it not being paid, the company basically said the check was mailed XX/XX/2020 and was still outstanding and there was nothing they could do.
I told them to cancel the check and I would pay it myself once my escrow was refunded. They told me there was no guarantee that they would cancel the check but would try.
I called my third party representative to the insurance company, XXXX XXXX XXXX, and talked to a person XXXX about what to do. She told me that I would have a lapse in coverage if I paid the insurance because the banks get a grace period of 45 days and I do not.
SO I called NEWREZ back and they told me they cancelled the check. I checked my account and they still never refunded my escrow. I basically told them that they were going to send out another check and pay the insurance. After a lot of arguing they finally said they would mail the check on XX/XX/2020. Now here I am XX/XX/2020 and the insurance company still doesn't have my escrow money. NEWREZ keep dropping my calls on purpose now or their phone system is just that XXXX.
So to rap this up, I have a missing money in my escrow of XXXX XXXX my insurance still hasn't been paid, and I cant refinance my current mortgage because I cant put my new mortgage company name on the insurance till they get paid. I'm pretty sure they took my money and spend it on XXXX and they can't pay anyways. I'm about to file a police report about the felony levels of theft but wanted to try the CFPB first.
Thanks for your time.
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| 10/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I wanted to refinance our home with the same company NewRez for the same property address. We started the process for refinance in XXXX of XXXX by XXXX XXXX XXXX loan officer. The appraisal was done on XX/XX/2020 with loan number XXXX. XXXX XXXX rewrote the refinance loan documents four times. In XX/XX/2020 the documents went to the processor XXXX XXXX. She was working on a special CEMA mortgage tax document. This document was designed to save on the mortgage tax that was already paid on our property.. She had me sign closing documents electronically for the closing that was to take place on XXXX XXXX, and a payout date of XX/XX/2020 on loan number XXXX. She also told me to stop the automatic withdraws out of my checking account for the XXXX Mortgage payment on the old loan and I would not have to pay it because she said we were closing and this was already calculated in the payoff. Then I found out that XXXX XXXX left the company. .Documents go to XXXX XXXX , another processor in late XXXX. She sends to underwriting and she told me that we will close in XXXX. Then I find after I call XXXX she tells me that this loan is not a priority and it was put on the back burner.. In XXXX the documents were sent to XXXX XXXX She tells me that the appraisal is expired and we need a new one and the rate lock of XXXX is also expired and will not be honored. XXXX is charging me for another appraisal and increases the closing cost from XXXX to over XXXX dollars and we are not closing for at least another twenty days bringing us to the middle of XXXX, and of course we have not closed as promised. According to the XXXX what NewRez did to me is a crime.. Which includes : violation of trust, misrepresentation of product or service, fraud, deceit and lies.
|
| 10/30/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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My issue is with XXXX XXXX XXXX and NewRez. In XX/XX/XXXX, my loan was transferred from XXXX to NewRez. Each payment is due on the first of the month. XXXX accepted my payment on XX/XX/XXXX as shown in the document of my bank statements on page XXXX. According to the notification of loan transfer, a check was requested for the first payment and that was cashed on XX/XX/XXXX. According to recent correspondence from NewRez on XX/XX/XXXX, that check was also applied to XXXX when it should have been applied to XXXX. This caused a trickle down effect of appearing as though my payments were a month behind, and it was discovered when NewRez reported a missing payment in XX/XX/XXXX.
XX/XX/XXXX check of {$3500.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3500.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3500.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX.
XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX.
A payment was never missed. I have called NewRez multiple times and submitted many online inquiries, and they refuse to make the corrections even with proof of my bank account statements. I did not choose for my loan to be transferred, I don't understand why the proof of the XXXX payment is not enough to fix it.
If a loan is transferred, both companies should communicate payments. This has caused me great stress and has negatively impacted my credit while there is no valid reason.
|
| 03/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
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Credit reporting agencies are not investigating my claim of a mistake in reporting 30-60 days late on my credit reports. They keep telling me, All they do is pass on the information from my mortgage company they dont investigate.
I called my mortgage company on XX/XX/XXXX, the day the CARES act was enacted and requested to be on forbearance and after a lengthy question and answer period was verbally approved for forbearance on XX/XX/XXXX. On XX/XX/XXXX, I called the mortgage company to verify I was on forbearance to make sure the XX/XX/XXXX payment was not going to be 30 days late. The mortgage company assured me on XX/XX/XXXX, the XX/XX/XXXX payment would be covered under forbearance. I then contacted the mortgage company in XXXX of XXXX and entered a three-month trial period for a loan modification. After I started making trial period payments the mortgage company reported me being late for XX/XX/XXXX. The mortgage company said I did not make my XX/XX/XXXX payment and because I was no longer protected under forbearance, they were allowed to report me as late 30 and 60 days.
I contacted the mortgage company and they told me I would need a subpoena for the phone records for XX/XX/XXXX. I have phone records from XXXX showing I had two conversations totaling over 2 hours with the mortgage company on XX/XX/XXXX, and three emails sent to me from them on XX/XX/XXXX. For some reason now the mortgage company is stating " their records show I was placed on forbearance XX/XX/XXXX, with no evidence to show this date on anything.
Please help I am a 100 % service-connected XXXX veteran and I have never been 30 days late on any mortgage payment since we bought our home over 8 years ago.
Thank you for your time, XXXX XXXX XXXX XXXX ( XXXX ) XXXX
|
| 07/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I experienced hail damage to my home during a catastrophic event on XX/XX/XXXX. I filed a claim with my insurance company and they promptly sent out an adjuster to examine the damages. A settlement check in the amount of XXXX was sent to me to cover the cost of the damages. My mortgage company needed to endorse the check in order for repairs to begin. At this point I was informed that it would be a " monitored settlement '' and they would have complete control of all distribution of funds to all contractors. Furthermore, they are requiring six pieces of documentation from each contractor before they release any funds. They will only release 1/3 of the cost to any contractor to start the job and will not release any more until the job is complete and inspected by a company of their choosing. Furthermore they are going to charge me for the cost of inspection by adding it to my mortgage payment. I pay my insurance premium, I pay my mortgage yet they have total control of the repair funds and if I don't comply as they said " your home doesn't get repaired ''. I also try to work with very reputable but small businesses in my community who can not afford to wait to be paid for jobs done. Their procedures will cause them hardship and limit my ability to chose the best man for the job. It is worth noting that I did not pick this company to deal with. My mortgage was sold to them and I am thus compelled to work with them. The mortgage company is New Rez based in XXXX XXXX. Their process is too complex and restricts my rights as a consumer who has never missed a payment or shown any other signs of fiscal irresponsible behavior. I also feel that the unnecessary delay in the repair of my home may cause more damage and cause me more XXXX and XXXX.
|
| 02/24/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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Web |
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I have a Mortgage with Shellpoint Mortgage Servicing, owned by XXXX XXXX XXXX and fell behind due to XXXX causing a Loss of Income, my acct was in Forbearance then Denied Deferral, unwillingly I accepted a unreasonable Repayment Plan instead of accepting a Higher Interest Rate and a Longer Term offered by Mtg Co to Make more Money off me and maybe think they can get my House if XXXX fail to make the Payments in the Future in Lieu of Foreclosure after 10 Plus Years, I was helped by a Family Member and Ended the Repayment plan after 5 Payments on XX/XX/21 and brought Acct Current as of said date, as of today Shellpoint has Reported to the Credit Bureaus that my Last Payment was on XX/XX/21, continuing to Report my Now Invalid and not in Effect Higher Repayment Mtg Payment Amount of {$1300.00} instead of {$810.00}, also the {$3800.00} Payment I made on XX/XX/21 is Reporting as an Increase in my Mtg Balance instead of a Decrease even though on their Website the Info is Accurately Displayed and Current.
This action has caused my Credit Score to Drop XXXX Points making it Extremely Difficult for me to Refinance My Mtg and Cut Ties with this Co, as it seems they are making it very difficult for me to leave, I think the Mtg Co is trying to get back at me and Sabotage my Credit Reporting for their Predatory Behavior I outlined in my earlier Complaint Filing # XXXX Submitted on XX/XX/21.
I would sincerely appreciate if someone could take a look at this Co Unethical Business Practices towards their Customers, the Consumer.
I am even thinking of reporting this matter to the XXXX XXXX XXXX and XXXX XXXX XXXX.
This action taken by the Mtg Co and XXXX XXXX has affected me both Psychologically and Financially Extremely.
Thanking you in advance.
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| 08/03/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Shellpoint mortgage took over my loan from XXXX XXXX in XX/XX/2020. Since that time Shellpoint has not made my loan whole since they took over. Payments varied from month to month from $ XXXX XXXX per month. My payment should be XXXX according to my XXXXXXXX XXXX terms with XXXX going towards my principal and interest and {$360.00} going into my escrow account. They continue to put my interest at 5.5 % and the loan modification that was set up by XXXXXXXX XXXX is 2 %. I have a letter stating that Shellpoint checked over the terms of loan from XXXX and said that 2 % is the interest rate on the loan and yet Shellpoint cant get it right since XX/XX/2020 and as of this date XX/XX/2020 they are still charging me 5.5 %. Since XX/XX/2020 they also have been charging extra escrow to my loan and that is due to the fact of the homeowners insurance that they are charging me that they should not be doing. I pay my homeowners insurance every month with my auto insurance. When XXXXXXXX XXXX had my loan it was set up to pay my homeowners on my own so it was not in the terms for Shellpoint to take that out. Currently Shellpoint has {$2000.00} that they sent to XXXX XXXX and in return XXXX XXXX sent it back to Shellpoint. Since i have been making my full payment of XXXX every month, Shellpoint has put money in other places that i have no idea where. On my statements it shows that i only paid {$200.00} and thats it. Where is the other XXXX???? I now have Shellpoint calling 2-3x per day asking me when am i going to pay last months payment when in fact the already have it. They also have sent it to the credit bureau and my credit score has gone down. i have spent my whole life taking pride in my credit score and just like that Shellpoint destroyed that.
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| 05/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XXXX the CFPB issued a publication entitled " Consumer Reporting FAQs Related to the CARES Act and COVID-19 Pandemic '', reference : https : //www.consumerfinance.gov/XXXX The report explains the Bureaus approach to Compliance Aids and, among other things, states the following : " QUESTION 4 : Can a furnisher comply with the requirements of the CARES Act relating to reporting of accommodations simply by using a special comment code to report a natural or declared disaster or forbearance?
ANSWER ( UPDATED XX/XX/XXXX ) : As discussed in FAQ # 2 above, the CARES Act requires a furnisher to report a credit obligation or account as current if it was current prior to the accommodation or not to advance the level of delinquency if it was delinquent prior to the accommodation. Furnishing a special comment code indicating that a consumer with an account is impacted by a disaster or that the consumers account is in forbearance does not provide consumer reporting agencies with this CARES Act-required information and therefore furnishing such a comment code is not a substitute for complying with these requirements.
After the modification approval with Shellpoint, three monthly trial payments of {$1400.00} were executed via autopay, starting on XX/XX/XXXX. Such payments were made on time and continued regularly on a monthly basis until the modification is finalized. The account deserves credit protection and being reported as current, given that the CFPB instructed so, and Shellpoint took all monthly payments right after coming out of the authorized forbearance period.
Newrez/Shellpoint is in violation of such guidelines. And the CFPB needs to secure compliance, or refer me to the Federal organization that does.
Respectfully, XXXX XXXX
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| 01/26/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan servicing, payments, escrow account
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Web |
Older American |
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I have a Home Equity Line of Credit which was extended by XXXX XXXX XXXX. XXXX XXXX XXXX collected my payments in behalf of XXXX. My loan was sold to XXXX Bank XXXX, as Trustee for XXXX Mortgage Loan XXXX ( XXXX Bank XXXX ) and my payments are being collected by Shellpoint Mortgage Servicing in behalf of XXXX Bank XXXX. The servicing was transferred from XXXX to Shellpoint in XXXX 2016. My loan is on automatic draft from my checking account. In XXXX Shellpoint drafted {$3000.00} when the payment should have been approximately {$2700.00}. In XXXX Shellpoint drafted {$2200.00} when it should have been approximately {$2700.00}. In XXXX they drafted {$1000.00} when it should have been approximately {$2700.00}. In XXXX they have scheduled a payment of {$700.00} when it should be approximately {$2700.00}. They are not collecting my payments as set out in my note. I have a great concern that they are going to draft a lump sum of approximately {$6500.00} to correct their error. I spoke with their representative who told me this is a " known problem '' and my loan should be " re-calibrated '' within XXXX to 6 months.
Based on what they have collected, {$6900.00}, and what they should have collected, {$10000.00}, they will have to collect a lump sum payment of approximately {$3800.00} plus a regular payment of {$2700.00} which would result in drafting approximately {$6500.00} which will created a serious hardship for me. If this continues as it is now, the lump sum will be much higher.
I am certainly not the only customer of Shellpoint that is going to have this problem. They should be sanctioned and fined for their unacceptable business practices and should not be allowed to draft more than what the correct payment should be going forward.
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| 07/17/2023 |
Yes |
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- Trouble during payment process
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Web |
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Hello, I lost my job with XXXX. I applied for XXXX and my past due balance was approximately {$69000.00}. In order to qualify, my past due had to be under {$60000.00}. I called Shellpoint Mortgage XXXX and spoke to them and obtained their wiring instructions to send them money to get the balance under XXXX XXXXXXXX. I borrowed funds in the amount of {$10000.00}. Before sending the money, I confirmed with Shellpoint that if I did so, I would receive either a Reinstatement Letter and/or my next mortgage statement would reflect under XXXX XXXXXXXX. I was confirmed by XXXX different people that this would be provided. I had the money sent and then I received my statement and it showed approximately {$62000.00}. When logging onto Shellpoint mortgage it said Past Due Balance {$59000.00} but XXXX could not take that, they could only take the Reinstatement Letter and/or the Mortgage Statement. I called Shellpoint Mortgage to ask what happened and why, as promised, my Statement showed the higher amount. I was told that they filed with the attorneys for Foreclosure and that was their fees. I asked them if I could send them {$2500.00} and they would give me the Reinstatement Letter and I was told that they would accept XXXX funds from me and this was too bad. I feel like I was stolen from. I borrowed that {$10000.00} with the CLEAR intent that I would receive the Reinstatement Letter or Mortgage Statement showing under XXXX XXXX. I was approved for XXXX pending this letter. Now, month after month they have been adding the past due on ( which I understand ). This was to save my family home. What they did was wrong. I did everything I was supposed to do to save my home. Now I have been declined by XXXX to help because of this. Please help.
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| 04/15/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I called my mortgage company to make a half mortgage payment - that was to be applied to my account on XXXX ( it was approved by my mortgage company to pay in this manner and I have been doing so since XX/XX/XXXX when I was first approved for my loan modification ), with the understanding that I will call back on XX/XX/XXXX to make the 2nd half of the full mortgage payment. Well, when I called back on XX/XX/XXXX and made the XXXX half payment as promised, the customer service representative informed me that she was unable to find the payment that I made on XX/XX/XXXX to be credited on XX/XX/XXXX ; and to this day, I am being told that they can not find the payment. I was getting ready to make my XXXX payment XXXX minutes ago and now my online statement indicates an entire missing payment. I have submitted proof from my checking account that the payments have been electronically drafted from my checking account, but they still can not find them. I have since been charge a late fee and now the online portal will not allow me to make my XXXX payment without making the XXXX payment as well.
I am very upset about having negative information on my mortgage account. Since my loan had been modified after my Covid-19 hardship forbearance, I have been making a concerted effort to make every payment on time. I am very frustrated and disappointed in this situation because it makes me feel extremely uneasy about having my mortgage with this company. I have never heard of such a thing as an entire mortgage payment being lost, despite my providing proof that I paid it. This is unacceptable, hence my filing of this complaint. Please help me make Shellpoint Mortgage recover my payment, credit my account and remove the late fee.
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| 03/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I went on the government forbearance program in XX/XX/XXXX and stayed on the program until XX/XX/XXXX. I began the process of exiting forbearance with my current loan servicer XXXX XXXX. At that point we negotiated everything regarding my current payment, the forbeared amount and the structure of the new loan. My loan was then sold at this critical point to a company named Shellpoint mortgage and I began talks with them in XXXX of the same year. They did not have any record of the agreements formerly made and furthermore reported that XXXX XXXX had charged me XXXX in erroneous escrow charges for which there was never any escrow funds enabled on the mortgage since its inception. Shellpoint has proceeded to place me in a default position, not honor any forbearance measures and immediately put a XXXX late on my credit report. I finally came to an agreement with ShellpoinXXXX stating that if I immediately pay back the forbeared amount, totaling more than XXXX, they would revert the escrow charges and the payment would resume back to my normal contracted amount and finally they would remove any negative reporting on my credit. They did offer me a modification payment that amounted to thousands in extra charges and me admitting my mortgage was behind while I made 3 monthly payments of an amount they calculated. I chose to pay back the forbearance monies and now they can not find my dispute documentation while they happily collected my wire transfer. Currently they are still trying to charge me over XXXX a month in escrow payments which has no calculus relating to my actual mortgage, still saying I'm 22 months late on my mortgage and credit history and are extremely slow to respond to inquiries and reluctant to return my phone calls.
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| 05/09/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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To my dismay I noticed an erroneous reportings on my XXXX credit bureau for myself, my Dad and my Mom for a fictitious .I called a representative at Shellpoint Mortgage Servicing customer service number, she indeed confirmed this was an error and confirmed the following details : The loan was originally with XXXX XXXX , it was scheduled to transfer to Shellpoint but never transferred because the truth of the matter is my Dad refinanced from XXXX in XXXX of 2019 with no delinquencies prior and neither me or my Mom were even on the loan when XXXX was the mortgagee. I dont know how my mom and I were even on XXXX record. The loan NEVER hit your portfolio yet has been reported 120 days delinquent on all three of our credit bureaus!!! Which caused our credit rating to decline between 25-50 points each. I myself noticed this because I was in the process of applying for a loan and was denied! I have spent several hours calling and holding to speak with your company and representatives at the credit bureau to dispute this item on all of our credit bureaus. Such negligence should not have take place and it has cost us as consumers. The other thing that concerns me greatly is that, neither my Mom, Dad or I never received any correspondence from Shellpoint, or XXXX about any mortgage transfer to our residence. Please remove this erroneous reporting from all credit bureaus for all parties involved immediately. I also confirmed on a secondary phone call to Shellpoint, they has now transferred said mortgage to another lender, they couldnt tell me who, that now has our personal information and shouldnt. Shellpoint is hindering our ability to get other lending transactions approved. I would like a letter mailed to each of us with resolution.
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| 01/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I initially acquired this mortgage through XXXX XXXX XXXX. during the months of XXXX owning this loan, XXXX XXXX XXXX made an error with my escrow account which once I had CFPB involved, ( They forced place HOI on me while I had correct HOI ) the remove all late payment and accepted fault and remove all late payments from my credit report.
Shellpoint mortgage then acquired this loan and I am having the same issue with Shellpoint mortgage. I had to pay my own taxes for the period ending XXXX of {$2500.00} and while still escrow monthly.
Shellpoint completed a new escrow analysis and is coming up with a total escrow monthly of {$640.00}. whereas my annual taxes is {$3200.00} and Insurance is {$1400.00}.
I called the county where I live and verified that the taxes for 2020 would be {$3200.00}. and spoke with my insurance company who indicated my new annual premium is {$1400.00}. therefore my total taxes and HOI would be {$4600.00} / 12 = {$380.00} monthly.
Shellpoint wants me to escrow for $ XXXX monthly. at the end of their analysis, they came up with escrow shortage of {$1300.00} which I called shellpoint and paid off the complete shortage XX/XX/2020.
Although I made the escrow shortage payment, shellpoint is still making me pay for the total shortage over 12 months.
the concern I have is ; A ) I was denied waiving escrow as they are claiming I was delinquent in the rent 24 months which I was not. am not delinquent and paid my monthly escrow + had to pay my full simi-monthly taxes to county of {$2500.00} in 2020.
B ) Shellpoint came up with an escrow shortage of {$1300.00} which I paid in full and shellpoint still charge me a higher monthly escrow and did not credit the {$1300.00} to offset the escrow shortage.
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| 08/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I recently purchased a home and used a mortgage that is now being serviced by Shellpoint Mortgage. While there has been no fraud or illegal action of any kind, I simply want to complain about the extremely poor level of service and lament the fact that as a mortgage borrower, my options are completely shut down. If I am unhappy with many other financial products, I can do business elsewhere. Now that I am stuck with Shellpoint, I have no choice unless another company buys my loan.
The poor level of service has to do mainly with their complete lack of communication. On their website, email contact info is provided with a commitment to reply to the email. I 've sent emails on at least XXXX occasions and have received no response in 4 months. Due to my need to follow up, I 've also called to address various things and while I get someone on the phone, when something has n't been done, they simply tell me they do n't know why and escalate the request.
Today, I asked for a supervisor to just share my experience and was told no one was available.
Right now, the issue is that I received a late notice from the XXXX for a portion of the tax bill due. I immediately brought this to Shellpoint 's attention around XXXX XXXX, shared with them that the due date was XXXX XXXX and was assured it would be addressed in time.
Foolishly, I trusted this would happen. I called today XXXX XXXX XXXX ) and was told that it had not been done, was still being reviewed and had no idea why it was still unresolved. Again, my concern about the tax bill would be escalated.
It would be great if there was some way to take my business elsewhere but I understand that the mortgage market is complicated but how else do we hold a poor servicing accountable?
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| 03/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I'd like to formally submit a complaint against Shellpoint services for transferring over my mortgage from XXXX and basically making a mockery of cfpb transfer rules in place in the way they don't follow any of them.
The attached statement alone shows of the fraud by XXXX. It took 10 years for me to pay off XXXX of loan and get it down to XXXX, and it took Shellpoint and XXXX 2 years you put back on a d even add XXXX. That's fraud.
Shellpoint had the audacity to even hurry me through a foreclosure and get rid me. Then tried to say my options were modify my loan, at XXXX ( XXXX more than original note ) or sell home to them.
So let 's start with intial transfer amount. I need thorough explanation on how you can to amounts in the attached 1st statement. Plus how you can just talk on XXXX like nothing you see in the activity of another statement ( also attached ). This is flat out fraud and discrimination for singling me out.
They are literally showing they can and will do anything they like and those regulating them do not matter at all. If did, they would not be flying off the hinges like this doing whatever they like. I've received no nts for any foreclosure from Shellpoint. No explanation on how they configured amount. I'm just supposed to sit here and take it. Not happening.
I need Shellpoint to 1st explain these transfered amounts. Full explanation.
Also copy if previous email I went off on them about all this will be attached in the rebuttle as well as screenshots of being in pre forclosure status taken this last XXXX. Not notified by them. I found out by just researching my home online. XXXX has tried to hold me down but now can't. I will come forward with everything. Including all violations by Shellpoint!
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| 08/21/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I had XXXX in XX/XX/XXXX and was out of work and asked for COVID forbearance with New Rez mortgage for XX/XX/XXXX and XX/XX/XXXX, this was approved, and the forbearance issued was for six months. I was able to resume my regular monthly payment in XX/XX/XXXX. In XXXX of XXXX, I was working with XXXX XXXX from New Rez/Shellpoint to make a mortgage loan modification as I was unable to pay the full 2 months of payment that were in forbearance at once related to a lack of income during my XXXX. I sent her all the information requested, asked if there was any other information she needed, and also asked for a callback. I have left messages with no return calls. I did not receive any further requests via email or phone from XXXX XXXX, assuming New RezXXXX XXXX had all the information needed to get the forbearance modification completed. I now have late reporting on my credit report starting in XXXX until now. I had excellent credit prior to this unfortunate illness and forbearance. If my loan modification was denied or other information was needed, I was not provided with this information or given other options to pay this forbearance amount back. Now, my credit is poor as a result of the lack of communication with New Rez/XXXX XXXX XXXX I have requested that New Rez addresses the credit reporting concerns, and asked how to resolve the forbearance amount, and again am not getting a response, I have emailed and called. I would have to take a loan out to resolve this amount if I had known the modification was rejected, as by no means did, I have control over COVID and again I was not provided with any information. Please help me resolve the issues with the past due amount showing from the forbearance and correct my credit report.
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| 04/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My name is XXXX XXXX XXXX, Social Security Number XXXX I started my mortgage with Shellpoint Mortgage Services XXXX XX/XX/2020. My Mortgage number is XXXX and is for an apartment located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
I have paid my mortgage on time during all these months, however, I'm having problems with the extra principal payments On XXXX XXXX, I did a Principal payment of {$41000.00}, then on XXXX XXXX another one for {$6800.00}, on XXXX XXXX another one for {$1800.00} and on XXXX XXXX the final one for {$1700.00} In total, I have paid {$52000.00} to the principal.
However, these payments have been taken out from the system and never applied back, some of them have been applied to interests and others to cover new months payments ( so not all the money is applied to the principal ) All these problems are happening because Shellpoint online software takes the money and starts moving it in and out. In the end, the numbers are not correct.
I'm having a lot of phone calls and emails trying to solve this issue, however, shell point is denying the help and also not replying to most of them.
More than one year later, I'm still having the same problem with no solution.
I'm attaching the following documents as a support * An XXXX chart with the payments done and the correct principal balance I should have today ( {$170.00} ) *A pdf from the Shellpoint software showing how they took my payments out and start moving them without applying again to my principal * An email from them when they confirmed their mistakes and applied some of my payments back, but then their software make mistakes again I have much more emails that I sent them without getting any response from them back if you need them
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| 05/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021 I made the payment of the balance on the mortgage of {$43000.00} my normal payment was {$1200.00} I received a statement in XXXX that showed XXXX due but had a loan balance of XXXX so i made that payment of XXXX so there would be nothing left owed.
late in XXXX i get a call from Shellpoint claiming they are a debt collector and I owe XXXX for the mortgage payment and if I don't pay they will ding my credit. i asked what is my loan balance? she said that's weird its showing you don't have one. i say how do i owe you anything? puts me on hold and said there is a pay off amount to release my title to the home. I say i paid the XXXX she said its more because of late fees. i say how am i late i have paid everything you asked for plus much more. she said she will look into it 2 days later another person calls me again asking for XXXX. I tell her you guys need to get this figured out and send me a bill for whats owed. finally the 3rd person calls me and last day of the month saying i owe the XXXX i said you guys better not be messing my credit up because you cant get your books figured out. i say look at the balance she says oh that's weird ... finally she says i owe XXXX and she can pull the money out of my account. i have all the bills showing nothing is owed and i paid every thing that was on there and can attach the proof. this company is horrible about keeping the records straight and has now caused my credit to drop XXXX points because they reported me late. even though i wasn't. please investigate there has to be many other people that they are taking advantage of because they don't have as good records as i do. also they said i was being recorded each time so please get the conversations and you will see.
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| 05/17/2023 |
Yes |
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- Trouble during payment process
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Web |
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I had storm damage to my home and was issued a check to my contractor immediately by my carrieXXXX, XXXX XXXX. I sent endorsed check, along with the contractor 's report and signed proposal between myself and the contractor, along with an {$11.00} prepaid, stamped, addressed envelope to send back to me. My mortgage company received this package on XXXX The events that have unfolded have been a total nightmare with Shellpoint Mortgage. They will not endorse the check and return to me as they state my account is delinquent. It is not. I am in an active XXXX XXXX bankruptcy. I have talked to over 7 people, including a supervisor in the XXXX XXXX Department who has told me a different story - that I was late in 2020 and because of COVID restrictions, they can not release the check to me. His name was XXXX XXXX. I didn't even have my mortgage with Shellpoint in XXXX. Every single person has told me different information. I was also told my XXXX XXXX that his department didn't deal with this, to call customer service but that I needed to pay for an appraisal! I explained to XXXX XXXX that I should not be penalized for being in a XXXX XXXX bankruptcy and that I was not comfortable signing a new proposal with the contractor as I am going to be the one who gets sued when they do not receive their money timely. Given what has transpired to date, how can I believe anything they are telling me?
Further, they received my package on XXXX and it is now XXXX and was told none of this when I first called on XXXX to make sure they received everything. This is the most incredibly inept, deceptive mortgage company I have ever been involved with.
I am attaching a PDF document outlining dates as well as names as the events have unfolded.
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| 06/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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I am a victim of mortgage identity theft ( a federal crime ), misprison of felony ( when the judge or enforcement agency already knows that you are a victim yet continues to violate your rights ) ; ( the State of XXXX already has a list of victims in which they paid checks for and identified each victim ) ; fraudulent foreclosure auctions, schemes involving real estate fraud, discrimination, home title fraud, bid rigging at a foreclosure auction, theft by taking, theft by deception, tax and insurance fraud, conspiracy and racketeering, both criminal and civil and fraud on the courts.
My family was held under armed threat, duress and coercion and forced out of our home. A crew of thuggish policy enforcers multiple county sheriffs came, drew their guns on my family and I forced us out, put me in hand cuffs and in the back of a police sheriff pickup truck. An unknown man, ( bank representative from XXXX ), and realtor from a real estate auction site XXXX XXXX were at the front door as I was forced out. This unknown man proceeded to change all the locks and removed with another unknown minor, all of my familys belongings. My XXXX camera caught the conversation of the sheriffs and the unknown XXXX representative stating they put homes in Trust, sometimes it works and sometimes it doesnt. The reason for that conversation is that my home was placed in Trust and recorded in the county register, and certified by the state of XXXX Secretary of state, all due faith, credit and authority. Full recording of sheriff conversation with unknown bank representative available. The fraudulent mortgage companies filed form XXXX XXXX or XXXX to the IRS. They stole my house and then were paid 10 ( ten times ) more than the principle amount.
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| 03/01/2022 |
Yes |
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Web |
Older American, Servicemember |
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I was allegedly loaned {$110000.00} to purchase my home @ XXXX XXXX XXXX XXXX, XXXX, Arizona XXXX by XXXX home loans. This alleged debt was subsequently was sold to Shellpoint Mortgage company. It is being serviced by NewRez. It has come to my attention that these companies never actually loaned me money, but they created money by using my credit. Since they used my credit without disclosing they were doing such. I never gave them authority to change my promissory note into money. The loan was funded by myself. The fact is there HAS NOT been any real " money of account '' since XXXX, when HJR-92 WAS PASSED ON XX/XX/XXXX. The promissory note I signed is based on NON-DISCLOSURE which voids any contract NON-DISCLOSURE LISTED AS FOLLOWS ... 1. Lack of consideration ; all contracts must have consideration to be valid. 2. NON-DISCLOSURE of the use of the promissory note and signature I was not told that the note would be used to open an account in my name to monetize the note I signed.3. I was not told about the process of monetizing a security interest. 4. NON-DISCLOSURE of the banks relationship to the trustee and beneficiary. Most banks own and control the trustee and beneficiary. This is illegal and a conflict of interest. This makes the note in it's present form VOID. 5. NON-DISCLOSURE of the bank 's lack of authority to foreclose. When I signed the note it was guaranteed by the Department of Veterans Affairs. The bank can not foreclose is no commissioner has been appointed by the VA to oversee the foreclosure. 6. FORGERY of the document I gave the bank for safekeeping. When the bank alters my promissory note in ANY WAY, it is an act of forgery. A simple " for deposit only '' on the back of the note is an act of FORGERY.
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| 01/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have been denied access to online services for years with Shellpoint Mortgage Servicing. I had my single point of contact changed and was given the wrong contact information by my previous single point of contact. After multiple unanswered emails and multiple attempts to contact the new single point of contact by phone ( left detailed voicemail messages ) I now months later have not been contacted once by the single point of contact. I received a document stating my loan had been taken over by a new servicer in early XX/XX/2021 but when I contacted them they said they had never had my loan or myself as a client and none of my information was in their system. I was informed that even if my loan were serviced by them for a single day that my information would have been on record with them. I again received a different document stating my loan had been taken over by a new servicer less than two weeks from the first document in early XXXX and this servicer had no contact information and is not listed on any XXXX searches and the document stated to contact Shellpoint for customer service but again no one answers or returns phone calls or emails. I was advised to contact my mortgage servicer to find out about my eligibility and enrollment in the XXXX XXXX Relief Program but without any communication from Shellpoint I have gone deeper into the deadline to save my home from foreclosure. I contacted Fannie Mae but they offered no solution. I am without financial means to hire an attorney and need help to save my home from the predatory loan servicing practices of Shellpoint. I have documentation, Emails, recorded phone calls, XXXX reports, and phone records to support my case. Can you please help???? PLEASE!!!! I BEG YOU!!!
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| 03/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My HOA switched insurance companies on XX/XX/2019. My mortgage servicing was also bought by Shellpoint Mortgage Servicing. In XXXX they sent a letter threatening to buy mortgage insurance if I did not submit proof of insurance. Evidently they did not obtain this from my previous mortgage servicing company when they bought the rights. I contacted my HOA, was emailed proof of insurance, and forwarded that to Shellpoint Mortgage Servicing on XX/XX/XXXX. Approximately a week later I called Shellpoint to insure they received the HOA insurance. They said they did, but the individual on the phone said the new coverage began on XX/XX/XXXX, and they possibly would need proof of old coverage from XX/XX/XXXX-XX/XX/2019. She said shed submit it and theyd let me know. Approximately a week later I received another letter threatening theyd purchase coverage from XXXX XXXX if I didnt submit proof of old coverage. I again contacted HOA, was emailed proof of old coverage, and forwarded that to Shellpoint on XX/XX/XXXX. XXXX week later I called to follow up with Shellpoint, and they claimed they never received it even though I have proof email was sent. Individual I spoke to said to email directly to her, which I did while we were on the phone, and she confirmed she had received it. This was on XX/XX/XXXX. On XX/XX/XXXX I received a letter dated XX/XX/XXXX ( day after she confirmed she received it ) they Shellpoint hadnt received proof of insurance and they bought insurance for me. I had submitted proof twice the week prior to the date on their letter. I shouldnt be harassed for the same information, I have proof of insurance and proof of submission. This is a clear violation of consumer protection laws by Shellpoint Mortgage Servicing.
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| 06/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We pay our Mortgage to New Rez LLC dba/ Shellpoint Mortgage Servicing online and have always made extra escrow payments projecting any future shortages. Last year we paid our shortage in full to prevent any increase in monthly payment. Something our mortgage company has always offered & allowed. ( the assessment letters even state this ) They mailed us a refund for the extra we paid last year ( XXXX ) stating there was an overage and yet raised our monthly payment. This has happened again this year. We recently received our ( XXXX ) escrow assessment stating that there was a shortage this year and that even though we could pay this shortage up front, they have decided to spread it over 12 months and once again raise our monthly mortgage payment. We've communicated with them by email and phone multiple times. We keep getting the same computer-generated letter stating they are working on this.
We are eligible to delete our escrow account with our mortgage lender and pay these items ourselves due to the equity we have in our home per our loan terms. Balance in our escrow account to be refunded to us immediately. Again, back and forth with communication regarding this. I've called again this morning and once putting in my info to be transferred to a customer service rep my call gets re-routed through the automated answering service. Called back a second time and didn't put my info in and finally got someone. I explained why I was calling, once again on a recorded line per the representative. He stated he would put me on a brief hold to look into this. 38 minutes into my hold time, I was hung up on. I also spoke with our attorney this morning who is also having trouble reaching this company. Please help with this matter.
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| 06/08/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of XXXX, my father XXXX XXXX passed away. At the time of his passing, I was already authorized for 2 years to handle any business on their mortgage. The name of the company on this complaint is NewRez and Shellpoint Mortgage. His death was reported, a new account payment account was provided to authorize any payments, escrow overages for the new account as well as a death certificate. Because my mother has XXXX XXXX I took care of everything. In XXXX of XXXX, an overage was issued of {$1000.00}. I notified the above companies in XXXX of XXXX to send any escrow payment/overages to the new account which pays the mortgage electronically. I called the company twice in XXXX, twice in XXXX, twice in XXXX and now we're in XXXX of XXXX to please deposit an escrow overage of {$1000.00}. to the correct account and was told on every call, that it would be deposited. Today 's date is XX/XX/XXXX. I am now on the phone with yet another employee, XXXX XXXX, who is again stating the escrow overage will be sent via electronic deposit on XX/XX/XXXX. The phone number is XXXX XXXX. The address of the company is P.O.Box XXXX XXXX, Texas XXXX XXXX account number is XXXX. The company verified the correct bank account many times and still stated they sent the escrow overage to the correct bank. Again, today 's date is XX/XX/XXXX and there has been no correction deposit sent to the current bank of record. Please advise on mortgage regulation companies and corrective measures. I also have had a DPOA for years prior to his passing to handle everything. They have my name on the account as authorized representative. There is no excuse for this to be occurring 5 months. Please advise on a suitable solution to have this corrected. Thanks
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| 06/17/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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Took a {$40000.00} second mortgage out to consoldate bills in XXXX. It was AN ACTUARY loan at 10.5 %. I faithfully paid {$430.00} everymonth two months shy of 15 Years. I rteceived written notification that may laon would mature on XXXX and I had an outstanding balance of {$39000.00} How could that be possible? I have paid almost {$77000.00} on a {$40000.00} loan. I looked as the Mortage Servicing Site and saw they raised the initial loan amount to {$47000.00}, which is false. They only applied my payments to the interest only and didn't credit the principal. I believe that this loan should only have a {$7000.00} balloon payment and was aware of that when we signed it. When I called to talk to someone they said they do not take phonr calls and only do it over the computer and it would take 30 days and then they would ask for 14 more days if they couldn't settle the matter. This loan originated with XXXX XXXX and was taken over by GreenTree and then XXXX XXXX and we can see how much trouble they got into. in XXXX they just sent me a loan modificatrion contract, which I did not ask for and held up my payments until a government agency intervened and they sent me an appology letter and corrected my " late '' payments. Obviously they want me to keep paying this loan, because the customer service person said that if they find I do own the {$39000.00} they have financing options! I more then paid for it, with the {$7000.00} balloon payment always at the end. They miss appropriated my monthly payments and put it towards interest instead of toward the principal. Can you please help me of direct me to the agency that handles FRAUDULENT Mortgages?
The Servicing Company is XXXX now, but I thinkl XXXX XXXX started the fraud.
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| 04/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX we received a notice from our county treasurer that our second half taxes had not been paid in the amount of {$3600.00}. Taxes are paid twice a year by our mortgage company, XXXX, through our escrow account. We notified XXXX, they recognized the issue and paid our taxes as well as the interest and penalty assessment. In XX/XX/XXXX, we received our escrow statement indicating that there was a negative balance. Upon review, of their document, it clearly indicated that they had disbursed funds from the escrow account twice for the amount of the tax due. After numerous phone calls over many months, XXXX finally recognized the error and added the funds back to our escrow account. We received a letter informing us of this on XX/XX/XXXX.
Our loan was purchased by NewRez, in XXXX of XXXX. Our initial payment statement from NewRez showed a delinquent amount of {$3600.00}. We have repeatedly tried to get resolution of the matter with NewRez. NewRez has told us that it is a problem with XXXX and that we need to work it out with them.
Upon contacting, XXXX, we have found them to be unresponsive, although we have made repeated attempts over 5 months. However, we did receive a document ( enclosed XXXX indicating the disbursement of the taxes twice in XXXX, that the funds were advanced back to escrow XX/XX/XXXX, but a fee was assessed of {$3600.00} that they are unable to waive.
We are attaching 2 copies of escrow statements from XXXX, one from XX/XX/XXXX, and one from XX/XX/XXXX, that appear to differ as well. Also, attached is our mortgage statement showing this item as delinquent and default related charges. Enclosed are documents to support the commentary above. Additional documents are available upon request.
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| 09/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is my second complaint in two years regarding my mortgage servicer 's failure to pay the property taxes on my escrow. I have attached their response to my previous CFPB complaint, dated XX/XX/XXXX, in which New Rez acknowledged that it was obligated to pay the property taxes on my condominium parking spot, and further acknowledged that the taxes " were not paid on time due to an error made by our tax vendor. '' New Rez has yet again failed to pay the XXXX second installment and XXXX first installment property taxes on my parking spot. On XX/XX/XXXX, I e-mailed their escalations department to notify them of the error. On XX/XX/XXXX, they wrote me that " On XX/XX/XXXX, we made payments of {$350.00} and {$290.00} to XXXX County. We also paid the tax penalties of {$48.00} and XXXX to XXXX County at no charge to you. '' On XX/XX/XXXX, I checked the XXXX County Treasurer website and saw that, despite NewRez 's representations, the property taxes still had not been paid. I once again e-mailed NewRez 's escalations department on XX/XX/XXXX asking for the status of my payment. My XX/XX/XXXX e-mail stated " This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ) '' and that " I understand that under Section 6 of RESPA you are required to acknowledge receipt of my request within 5 business days and take action to resolve my inquiry within 30 business days. '' As of today, XX/XX/XXXX, NewRez has not acknowledged my XX/XX/XXXX qualified written request or taken any action to resolve my inquiry.
I have attached copies of all correspondence referenced herein, as well as the current payment page from the Cook XXXX Treasurer 's office showing the delinquent taxes.
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| 06/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
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Web |
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Hello, My mortgage at ditech/green tree services was sold to shellpoint financial, when sold ditech was reporting me delinquent. Shellpoint then transferred that delinquency to two of my credit reporting agencies, XXXX and XXXX only. Ditech/green tree was reporting incorrectly, they are now bankrupt and no longer in business. I have filed a dispute with all three credit bureaus on ditech and it was removed however shellpoint is still reporting the delinquency. I attempted to pay ditech at which time they told me to pay the new company ( shellpoint ), I called shellpoint for two months at which time they advised that I was not onborded yet and they would let me know when so I can make the payment. Once I was on boarded I was able to make my payments. At which time I made all payments and have proof of all payments. I am not sure why they are reporting me delinquent, I have proof of all payments and it clearly states that I am up to date on them. This was being reported in early 2020, I believe the delinquency was reported for XXXX and XXXX. Technically I have 90 days to transition to a new lender, and secondly, this was in the middle of Covid, I believe this is wrongly reported. I have made multiple attempts to work with Shellpoint, I do not get any returned phone calls, they do not reply to my emails, and they are non responsive to me. Unfortunately I have spent so much time trying to be patient and work with them to no avail, I have a clear history of on time payments and more than the minimum paid. This is an error on their part and not communicating is making the situation even worse. It is impacting my ability to get a new home, at which time I can only pray it is not going to be serviced by Shellpoint.
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| 04/01/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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Web |
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We submitted for a loan modification and every day we asked if there was a sale date. Just last week we were told that there was a foreclosure sale date on on XX/XX/XXXX 2017. We have to work with an assigned loss mitigation representative at Shellpoint mortgage and her name is XXXX XXXX which is never in the office. We have been submitting the same document ( Annual HOA bill ) for weeks and now she says it does n't state if it annual but clearly at the bottom of the page it does. Everyone we talked to said it met the requirement and were very helpful with what they thought we should do so we did all of it. All the paper work has been sitting in the office and XXXX XXXX is fully aware of the sale date and we are going to lose our home because she is n't in the office. There is a complete loss mitigation package everything and more in the office and she is n't in to review the package. We have offered to do a repayment plan or even a forbearance plan but were told it would take too long to get the figures from the attorney, however we have been saying we would go that route for two weeks. We are willing to do what ever it takes to save our home. We have not received any documents from Shellpoint mortgage in regards to missing documents what 's require we were even told to XXXX the HMDA paperwork to find it online. No ten day letters, no incomplete package letters, absolutely nothing. We just want a chance to save our home we are employed and can afford our mortgage we just got behind because of circumstances we could not control. We have resolved everything and are more than willing to do what ever we need to do. Please we need help to save our home or someone to listen and do what it is that needs to be done.
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| 05/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Ive been having trouble with NewRez for the last past 2 years now. Back when interest rates were 2 % I went through a refi process for months just to be given the run around. A few months ago I had requested to manage my escrow account & they requested proof of my insurance in order to relinquish it as well as a written request. I submitted both & received a letter stating that I couldnt manage my account because it hasnt been active for 12 months though Ive owned my home for nearly 6 years now. After giving up on that process I now am dealing with PMI issues. Before my payment on XX/XX/XXXX I had called to verify that if I made an additional payment of $ XXXX onto just my principal ( which will give me above 20 % equity ) would PMI automatically be removed. The agent confirmed that it would so i proceeded with the payment just to see PMI still being charged to my account. I called again on XX/XX/10 & this agent stated that I needed to submit a request in order to remove PMI & that she would process that for me. While on the phone with her, I also addressed that I received a letter in the mail stating that if I dont provide proof of insurance one will be provided & charged at my expense. As stated above, I provided that when trying to get control of my escrow! She was able to provide me with the information needed to navigate but in all honesty Im tired of battling this company. NewRez agents in the past had no idea what they were doing or talking about & are trying to extract every XXXX out of me. Every time I try to save money or move in a direction thats in my benefit, they hinder me in order to continue to steal from me. Im aggressively trying to pay off my loan to escape this dumpster fire of a company.
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| 04/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hi, Please could you help. I have contacted Shellpoint Mortgage/NewRez multiple times about money owed back to me but they keep ignoring me. I refinanced out of my former loan with them ( loan # XXXX ) on XX/XX/XXXX - per the attached is the wire payment of the loan in full from the escrow officer.
The payoff statement calculated by Shellpoint Mortgage for a loan payoff date of XX/XX/XXXX was provided by Shellpoint Mortgage ( attached ). The loan was however paid off 8 days early per the wire instructions email from escrow. There is a {XXXX0} daily payment on the loan, so since it was paid 8 days early, {XXXX} should come back to me. Instead they sent me a check on XX/XX/XXXX, almost 3 months later for {XXXX} ( attached ).
I have reached out to them multiple times but they dont do anything and just ignore me. They are stealing money.
They have on occasion sent me a secure message by email but the link never works and I have told them about it but they ignore that too.
XXXX XX/XX/XXXX I received a secure message - I click on it within minutes of receiving- but it says " The file link is no longer valid or has expired '' - On XX/XX/XXXX @ XXXX I receive another secure message - click the link at XXXX - but it says " The file link is no longer valid or has expired ''. I email back - no response ( email attached ) On XX/XX/XXXX @ XXXX I email following up again - link does not work- and I am ignored again ( email attached ).
Time and time again they send links that cant be opened. They ignore me when I reach out and months later they don't give people the money they owe. They are stealing money and ignoring clients when they reach out.
Please can you help since they are unresponsive.
Thank you, XXXX
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| 07/13/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
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Web |
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My husband and myself had a home equity loan through a local bank. It was sold to a company called XXXX. I have been paying my agreed upon monthly payment for months. One day out of the blue, they decided to start putting part of my monthly payment into an escrow account to pay my taxes and insurance. I had never agreed to this. My taxes were already paid and have never been overdue. This caused my account to look like I wasn't paying my full payments on my mortgage. I was told to send a written letter to them, saying to not escrow my taxes as I pay them. I sent the letter to them and they still have been putting part of my payments towards my taxes.
XXXX has since gone bankrupt and my loan was now sold to Shellpoint. They have continued to escrow my account for the taxes. I have tried to resolve this through multiple phone calls with no avail. I contacted a lawyer at XXXX XXXX XXXX XXXX, and have been working with my attorney, XXXX XXXX. Shellpoint/XXXX and Mr XXXX had agreed upon an monetary amount to rectify my account. I sent a check in the amount of {$2600.00} to satisfy them, ( even though I never missed a payment, or was technically overdue on my payments ) but they continued to escrow my account and report that my account was not up to date. He has sent them multiple letters to have them correct the account, again, with no avail.They have been reporting to the Credit bureau that I have not been paying and therefore have been ruining my credit for years now. Even as of today, they are still charging me, escrow accounts, Insurance, late fees, property inspection disbursement and whatever else they feel like adding to my account. I will attach letters from my attorney to verify the above information.
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| 02/15/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
|
I am having a problem obtaining a payoff amount from Shellpoint Mortgage Servicing ( NewRez LLC ) for a refinancing with XXXX XXXX XXXX Bank. I had applied for a mortgage refinance with XXXX in XX/XX/XXXX. At the time, my mortgage was with XXXX XXXX XXXX.When ready to close, needing only the payoff amount, the mortgage was transfered to Shellpoint in late XX/XX/XXXX. We were told by Shellpoint that the payoff amount would be available at approximately XX/XX/XXXX. I and XXXX attempted to contact Shellpoint many times during the month of XXXX with no success. I, personally, tried to contact them by phone and online. Online I tried more than once with the reply that I would receive it in 5 days which never happened. I spoke a number of times to a representative who assured me that I would receive it, sometimes in 5 days and sometimes the same day. It never happened. I had applied for 'interest rate lock ' with my mortgage application. Due to the excessive amount of time past the applicable date for closing, penalties had accrued to almost {$2000.00}. I had to cancel my refinance application in the beginning of XX/XX/XXXX.
In XX/XX/XXXX, I reapplied for a refinance with XXXX. Near the end of XXXX, I was preapproved for the refinance and waiting for the payoff amount to close the deal. It has been almost three weeks of trying to obtain the payoff amount from Shellpoint to no avail. The same contact efforts were made as before, through phone calls and online. Certain items will have to be redone, such as a termite inspection at an additional cost to me.
Please advise us of your actions to assist us. We were wondering whether we have to obtain legal representation to be involved with this situation.
Thank you.
|
| 05/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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Web |
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Original loan was with XXXX ( # XXXX ) and during covid-19 starting from XX/XX/XXXX we were on the Forbearance plan until XX/XX/XXXX XXXX during the Forbearance plan our payment to XXXX for mortgage payment was paused and we were not to be reported to credit agencies as late payment or delinquent. It was a temporary pause on our monthly mortgage payment until XX/XX/XXXX. After the Forbearance plan had ended, we were told by XXXX to make 3 monthly payments and a loan modification will be completed to add the paused payments to the end of the current loan. 1st payment was paid on XX/XX/XXXX for XXXX payment, 2nd check paid on XX/XX/XXXX for XXXX payment, and after making the first 2 payments to XXXX we were informed that Shellpoint Mortgage Servicing company had taken over our Loan in XX/XX/XXXX and the 3rd payment should be paid to them. 3rd payment was paid to Shellpoint Mortgage company dated XX/XX/XXXX and was deposited by Shellpoint on XX/XX/XXXX. ( all 3 payments were paid for XXXX, XXXX, and XXXX prior to ending date ) all checks were deposited prior to check date ( Copies attached ). Numerous calls had been made to Shellpoint to clear false report to credit bureau but nothing was done causing us more stress. How can I be late 90+ days when all payments were made on time and according to our contract with XXXX when Shellpoint purchased our loan in XX/XX/XXXX! We were reported to credit agency as soon as they purchased our loan and by law they have to give us a 60 day grace period which was not provided. we have not been late in any payments before forbearance plan or after the forbearance plan had ended. Shellpoint has provided false information to credit bureau causing damage to our credit score.
|
| 04/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American |
|
On XX/XX/XXXX at XXXX XXXX I refinanced a property I own in Rhode Island. Shellpoint Mortgage Serving, charged me a 5 % pre-payment penalty.
Principle Balance on payoff date XXXX Prepayment Penalty XXXX I contacted Shellpoint on XX/XX/XXXX and told them the maximum prepayment penalty in Rhode Island is 2 % but only in the first year of the mortgage. My mortgage was originated on XX/XX/XXXX.
However in reading Dodd-Frank which was implemented in XXXX of XXXX, it seems that prepayment penalties must meet ALL of three criteria. My mortgage did not meet the last criteria.
The loan is not a higher-priced mortgage loan. ( A higher-priced mortgage loan is a mortgage with an annual percentage rate higher than a benchmark rate called the Average Prime Offer Rate, which is an annual percentage rate that is based on average interest rates, fees, and other terms on mortgages offered to highly qualified borrowers. ) It is my premise, that my mortgage does not qualify under Dodd-Frank for any prepayment penalty because my loan was at 6.125 % while the APOR for XXXX topped out at 3.8 %. Therefore : only two of the above 3 conditions were met.
I have called Shellpoint Customer Service and requested someone from their legal team call me to discuss my situation 4 separate times. I have put my request in writing via the Shellpoint Customer service online application. No one has returned my calls. At one point I asked the customer service representative when they had called me. I was told I was called at XXXX XXXX. However I was on my cell phone waiting for customer service to answer my call at that time. My cell phone would record any missed calls, and would make me aware of a second incoming call if I were on a call.
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| 01/30/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Servicemember |
|
In the XXXX, my Homeowners Association notified owners that the building 's master policy was changing, losing some level of coverage, and to confirm with our home insurers that we were still covered. In XXXX, I received a warning from my mortgage servicer, NewRez LLC, that they had been alerted to the change, and would be purchasing insurance on my behalf if I didn't prove that I was covered. I called XXXX, and they assured me that I was in fact covered, and sent an updated copy of the policy.
On XX/XX/XXXX, I emailed the policy to XXXX using the email address they listed on their website, and received no confirmation.
Around XX/XX/XXXX, I received more mail from XXXX threatening to purchase insurance on my behalf if I failed to upload my homeowners insurance documents to a given " portal '' website, completely different from their actual website. The letter identified themselves as a " debt collector '', which I suppose is technically true, but clearly threatening and even misleading. I went to the site, XXXX, and uploaded both my original policy and the current renewal. I received no confirmation.
Today, XX/XX/XXXX, I received the same notification of the need to upload my insurance information, along with a " Evidence of Hazard Insurance '' document, wherein NewRez followed through on their threat, purchasing a year 's term of insurance from " XXXX XXXX XXXX XXXX XXXX XXXX '' in the amount of {$4600.00}, which will be taken from my escrow account. Interestingly, it is effective XX/XX/XXXX, well before the first notification that my insurance had " lapsed '' ( even though according to XXXX, I'm covered ). I again went to the same website, re-uploaded the documents, and received no confirmation.
|
| 02/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
In XX/XX/2020, I received a letter from NewRez ( LLC ISAOA/ATIMA XXXX XXXX XXXX XXXX MI XXXX ) stating they were my new mortgage bank. They brought or took over my previous mortgage company XXXX. In their initial letter my mortgage was current with no late payments. In XXXX statement NewRez alleged that I owed late fees and they purchased " force insurance '' on my Co-Op apartment. The letter dated XX/XX/2020 states " our records show that your hazard insurance expired ... we plan to buy insurance for your property. '' I had previously filed complaints against XXXX XXXX and XXXX and now this company which I believe is actually the same company by the name of Shellpoint Mortgage Servicing located in XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX. Similarly to XXXX XXXX and XXXX, they failed to understand that my Co-Op building has a Master Insurance policy which covers the hazard component of the policy they requesting. This issue was litigated by my lawyer to XXXX XXXX and XXXX and now Shellpoint or NewRez. On XX/XX/202 at approximately XXXX XXXX EST I telephoned NewRez at XXXX XXXX XXXX to notify them of this issue. I spoke to a female agent name " XXXX '' and explained my situation. She hung up the phone. Same practice used by XXXX XXXX and XXXX where they simply hung up or ignored my calls. I also submitted a home owners insurance policy @ XXXX on XX/XX/2020 with no reply. I seen this movie before : they will deny he received it and buy their oown hazard insurance at a higher price. My credit rating will be harmed by their actions and they will be sued. Congress enacted the FDCPA to prohibit the [ u ] se of abusive, deceptive, and unfair debt collection practices. 15 U.S.C 1692 ( a ). My load # is XXXX.
|
| 05/06/2019 |
No |
- Mortgage
- Conventional home mortgage
|
|
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Web |
Older American |
|
I RECEIVED AN EVELOPE LEFT ON THE LEDGE ADJACENT TO MY FRONT DOOR ON XX/XX/2019 WITH MYSELF AN MY WIFE 'S NAME HAND PRINTED. THE ENVELOPE WAS STAMPED 'CONFIDENTIAL '. THIS ENVELOPE CONTAINED A WELCOME PACKAGE FROM MY MORTGAGE SERVICING COMPANY, SHELLPOINT. IN THIS PACKAGE WAS INFORMATION RELATING TO MORTGAGE IE OUTSTAND BALANCE, ACCOUNT NUMBER ETC. THERE WAS NO IDENTIFICATION AS TO WHO LEFT THE ENVELOPE.
ON XX/XX/2019, I FOUND A SIMILIAR ENVELOPE TAPED TO MY FRONT DOOR AND AGAIN ON XX/XX/2019.
SUBSEQUENT ANALYSIS OF MY SURVEILLANCE RECORDINGS REVEALED A PERSON BY OUR FRONT DOOR, TAKING PHOTOGRAPHS WITH A SMART PHONE THEN LEAVING THE ENVELOPE. THE SAME ON ALL THREE OCCASIONS.
MY WIFE SAW HIM LEAVING OUR HOUSE ON XX/XX/2019 AND QUESTIONED WHY HE WAS AT THE HOUSE. HE CLOSED THE WINDOW TO HIS CAR AND HE DID NOT ANSWER.
ON XX/XX/2019. I CONTACTED SHELLPOINT TO MAKE A COMPLAI NT AS TO THEIR METHOD OF DELIVERY AND THE ACCESSABILITY OF MY PRIVATE INFORMATION TO DEVIOUS INDIVIDUALS WHO COULD TAKE THE INFORMATION TO THE COUNTY CLERK AND OWN MY HOUSE. THE DELIVERY PERSON ONLY RANG THE BELL THE FIRST TIME, THEREFORE WHY WAS HE DIVULGING PERSONAL INFORMATION ON MY DOOR STEP. ALTHOUGH IT IS A VIOLATION OF MY PRIVACY RIGHTS AND SHOULD BE ADDRESSED IT CAN LEAD TO ME LOSING MY HOUSE FROM SOME DEVIOUS METHODS.
ON XX/XX/2019 I AGAIN CONTATED SHELLPOINT AND WAS INFORMED THE DELIVERY WAS MADE BY XXXX XXXX XXXX XXXX. SHE DID NOT SPECIFY ANY ADDITIONAL INFORMATON.
THE REPESENTATIVE TO WHOM I WAS SPEAKNG STATED THAT THEY NORMALLY USE THE USPS FOR SUCH DELIVERIES AND THAT THEY WOULD INVESTIGATE THE MATTER. OVER THE NEXT FEW WEEKS I CONTACTED SHELLPOINT BUT NO INFORMATION AS TO THE METHOD OF DELIVERY WAS FORTHCOMING.
|
| 05/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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Our mortgage for an investment property was with XXXX XXXX . We recently had some financial difficulties because my wife was on XXXX XXXX XXXX and I ended up having to have emergency XXXX XXXX , as well as the fact that work needed to be done on one of the units and it meant that we were not paid for sufficient rent for almost 3 months. XXXX XXXX sold our mortgage to Shellpoint Mortgage. We made arrangements to send them a payment which they promptly sent back. When i called to find out what was wrong ( thinking I had put the wrong account number, etc .... on it ) I was told that the amount paid was not enough and they would need at least 3 months of payments from us before they would accept one dime for us. I repeated what I had heard. I am trying to pay what money I do have to bring us closer to being up to speed ( which I intend to be but just ca n't right now ), and I was told that it did n't matter if I sent them money - they would not accept it. They wanted the equivalent of 3 months of payment or they would send our close into foreclosure. When I asked to speak with a manager I was given the same line. I tried to explain the extenuating circumstances and was told they did n't care. I have money to send them. Not as much as they would like but I have money to send them. Every month they do n't take my moneyt they want yet another month 's payment to bring my account current. I am stuck in a catch 22. I am not in a situation where I can do a short sale. I have plenty of equity, but I ca n't get up to speed because Shellpoint wo n't take any of my payments - therefore putting me farther and farther behind. Do I have no recourse in this situation? Thank you,
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| 02/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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The attachment has all the details involved in the erroneous accounting transactions that generated a past due payment on my account.
I have emailed, called, written letters, and had an attorney write a letter to get Shellpoint to correct this error to no avail.
After Shellpoint reversed payments billed and paid, my account was put into a past due status. This transaction occurred on XX/XX/XXXX. I have provided the escrow analyses as proof that the amounts billed and paid are indeed correct, however, no actions have been taken to correct the reversal of payments billed and paid. As of this date the account shows past due. I am not able to determine how they arrived at the amount included in the past due payment. The past due payment has fluctuated up and down since XX/XX/XXXX.
In XX/XX/XXXX, a past due in the amount of {$820.00} for some bankruptcy fees was added to my account. I was told not to worry about this amount. However, I began paying this amount down, as of XX/XX/XXXX, the balance was {$570.00}.
Payment sent in for XX/XX/XXXX for {$1500.00}, was posted as {$1200.00} into escrow and {$270.00} into partial unapplied. There was not an escrow shortage prior to the reversal of payments and no need for this payment to be posted as such. The past unpaid amount escalated from {$570.00} to {$1800.00} which is less than a regular payment due. {$1200.00} is the amount of the escalation and I can not determine how they arrived at this amount.
Please see attachment for full details on other accounting items that I have requested to be corrected.
I also attached some of the documents sent to Shellpoint and a couple of the statements. If additional information is needed I can provide it later.
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| 05/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To whom it may concern, I have been a mortgage holder with " Shellpoint '' mortgage servicing a company of " Newrez '' for over a year now.
I have my payments scheduled on auto pay since the beginning of my loan with them through my bank XXXX XXXX. All was well until XXXX for 2022, from my understanding " newrez/shellpoint '' changed their financial institution or their banking and since XXXX of 2022 i have been assessed a late fee on all my payments. Late fees range from $ XXXX $ XXXX a month since XXXX of 2022.
I contacted Shellpoint about it, they claimed their XXXX XXXX XXXX payment was changed and a noticed was sent out to all mortgage holders about it ( i never received one, i get paper statements ).
I went ahead and updated the XXXX XXXX XXXX on my bank. But still, nothing changed, i am still being accessed a late fee every month since then.
Payments are due XXXX of each month, grace period is until the XXXX of each month for mortgages. After the XXXX of the month there will be a late fee, which i understand.
My auto pay is scheduled XXXX of every month, but for some reason " Shellpoint '' is receiving my payments after the grace period. XXXX XXXX reps told my shell point is not doing electronic payments anymore, so they send paper check through regular mail.
Considering extenuating circumstances at worst case, mail would not take more than 11 days to reach the mortgage company especially considering postal workers are working 7 days a week.
I have contacted both institutions about this, " shellpoint '' says there is nothing they can do and " wells fargo '' has open tickets for it. Nothing has been resolved by either party.
There is a deceptive act happening on XXXX or the other side.
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| 05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage servicing transferred from XXXX XXXXXXXX XXXX to Shellpoint Mortgage on XX/XX/2022. The loan was current at the time of transfer with the most recent payment being a full XXXX payment made on XX/XX/2022 to XXXX XXXX ( prior servicer ). The prior servicer, XXXX XXXX, confirms that the loan was current at the time of transfer. Immediately upon being transferred on XX/XX/2022, the new servicer Shellpoint Mortgage, claims that I did not make my XX/XX/2022 payment and that it was now due to them along with the XX/XX/2022 payment. Although this claim was incorrect, Shellpoint advised me to make both XXXX and XXXX to them and that this problem would be resolved within 60 days. Today is ~ day XXXX and nothing has been fixed. Shellpoint Mortgage has received several proof of payment documents from me which they have acknowledged both in email and on the phone. I have spent over XXXX hours in the last 80 days trying to get this issue corrected and each time, Shellpoint has no updates that this matter is being addressed and continually asks me to provide the same proof of XXXX payment documents that they've already received many times. The prior servicer, XXXX XXXX, has provided both me and the new servicer, Shellpoint Mortgage with a full accounting of my XXXX payment along with a letter that I was current. Shellpoint has continuously dropped the ball on this, failing to make progress, failing to keep in communication with me, and failing to provide any documentation to support their false claims. Me, the prior servicer, and my personal bank are all in full documented agreement that it is Shellpoint that is in error and yet Shellpoint is not interested in addressing this issue in a timely manner.
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| 01/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, NewRez LLC dba Shellpoint Mortgage Servicing took over my mortgage from XXXX. XXXX told me to continue to pay them, that Shellpoint was name only. This was incorrect. When I tried to pay XXXX my payment in XXXX it bounced back to me. I immediately called Shellpoint and they told me that I should be paying them. They explained that is takes time for information to go from one company to the other. I paid this payment on XX/XX/XXXX and then paid my XXXX payment on XX/XX/XXXX. Two days ago I received a letter in the mail from Shellpoint Loss Mitigation office as an Intent to Foreclose on my house. I called them immediately and they said they never received these two payments and they charged me a foreclosure process fee of {$350.00}. I sent my bank statements to show them that these payments were in fact paid, they said I still owe {$350.00}. I don't understand how I owe this and how they can begin foreclosure proceedings. Their customer service is horrible, I am seriously afraid of what could happen as they seem to do what they want. I have called everyday waited on hold for 40 minutes or more, requested call backs that I never received. Last night I received a call from them, the number came up on my phone as Telemarketer. This was very disturbing for me. Before XXXX sold my loan, I had a surplus in my Escrow account for approximately {$5000.00} which they said would come to me. I have not seen this and Shellpoint claims to know nothing about it. I have just recently been discharged from a 5 year bankruptcy. I have worked hard to try and rebuild my credit, this company is making things impossible. I don't know what to do at this point. Please help.
Thank you, XXXX XXXX XXXX XXXX XXXX
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| 05/04/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American |
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The issue at hand is my servicer Shellpoint. I have been trying to resolve the issue of my past due payments with Shellpoint. Over the past few years and months I have received correspondences from Shellpoint with different past due amounts. I would like to know : Why the amounts past due keep changingHow did the past due amounts jump from only {$190.00} in XXXX XXXX to {$800.00} in XXXX XXXX.
I have received my payment history from Shellpoint, but there seems to be fees that were told to me verbally that do not appear to be in the payment history, or, I may be misunderstanding my printout. It was told to me that there was a " Third Party Recovery fee '' of {$250.00}. What was the fee for?
In XXXX XXXX, there was an insufficient funds charge for a check that bounced, I mailed in a money order for {$140.00} to cover the insufficient funds ( {$20.00} ) and my payment of {$120.00}. I feel I do not owe the {$20.00} insufficient fee because I paid it along with my mortgage payment.
Can Shellpoint please explain to me how my payments are applied, to principal and interest, escrows or fees which is applied XXXX?
Last year in XXXX XXXX, I spoke with a Rep at Shellpoint, do believe her name was XXXX, I called XXXX and we set up a payment of {$110.00} in addition to my regular payment that comes out of my account electronically. I sent in the additional payment of XXXX and it was returned stating that I did not have send in a full payment. Please help me get this straightened out once and for all.
I would like to know what do I actually owe that is past due? XXXX amount, not several different amounts. I have attached documentation to support my complaint.
Thank you kindly for attention to this matter.
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| 01/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage servicer, Shellpoint Mortgage has overpaid our property tax bill and owes us {$15000.00}.
We live in XXXX XXXX county, and property taxes are due in two installments : XXXX and XXXX. We purchased our house this year, so there's a big increase in the property tax amount since last year ( the prior owner owned the house for 40+ years, so taxes had not been reassessed for a long time. ) We received two tax bills due XX/XX/XXXX to XXXX XXXX County : {$700.00}, and a supplemental of {$7600.00}.
I asked Shellpoint Mortgage Servicing if they would pay both the initial and supplemental bills. On XX/XX/XXXX, Shellpoint Mortgage Servicing advised us via email that they would NOT pay our supplemental tax bill of and that customers need to pay this on their own. I paid the difference of {$7600.00} to XXXX XXXX from my personal checking account on XX/XX/XXXX.
On XX/XX/XXXX, Shellpoint withdrew {$7600.00} from our escrow account, they ALSO withdrew an additional {$8300.00}, for the XX/XX/XXXX tax bill. As of XX/XX/XXXX, XXXX XXXX County has NOT received any of this money.
This overdrew our Escrow account, and they're attempting to raise our monthly payment by {$1000.00} in order to compensate the negative escrow balance they've created. I've called Shellpoint many times, including on XX/XX/XXXX, where I spoke with XXXX, XX/XX/XXXX where I spoke with XXXX XXXX, and XX/XX/XXXX where I spoke to XXXX in the tax department, and received different answers each time. Shellpoint needs to reimburse us the {$15000.00} they've taken from us. To further complicate matters, we are in the middle of refinancing our mortgage, so we've had to increase the loan payoff amount to cover a negative escrow balance.
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| 01/22/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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New Rez informed me by mail that I did not have proof of insurance. I did have a landlord policy in place by XXXX, but there was a mortgage transfer between Ditech and New Rez and XXXX of them dropped the ball and did not check for proof of insurance. I had XXXX ( allied ) insurance send over a declaration page so I did not get hit with a lender placed policy.
After the work I put in to make sure that they got the proof of insurance, my mortgage was hit with a lender placed policy anyhow and the next year my mortgage was reassessed and my bill doubled what I had been paying. I talked to New Rez about paying what I could while the situation was under investigation as to not go as unpaid, they assured me it would be okay and that it would still place late fees but to just pay the normal amount until it was figured out, and during that time I found evidence that I had coverage the whole time while they had put a lender placed policy on my account. They were at fault and the situation was corrected, they refunded me money for their mistake and I concluded that all was well. Come to find out they gave me negative marks on my credit score for 2 months of no payment. I did pay into those 2 months but I told them i couldn't pay the new amounts that they had reassessed, I would be paying the original amount until they figured out what was going on.
After sending a dispute to them through their website, they concluded that it was within their right to give me negative marks on my credit.
This has severely impacted my credit and my borrowing privileges. It has been nothing but a headache and honestly has made things really hard in regaurds to barrowing etc. I am hopeful something can be done. Thank you.
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| 04/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I filed a complaint with you about Shellpoint Mortgage Servicing Company. This complaint was because Shellpoint refuses to remove the PMI since I have met the legal qualifications - loan 's outstanding balance is 80 % of the original loan. I received a letter by email from you -CFPB- dated XX/XX/XXXX stating my credit record had been corrected and they would look into removing the PMI.
However, I received my statement dated XX/XX/XXXX stating I have an overdue balance of {$150.00} on my account. There is no explanation of this charge except overdue payment. I received a telephone call on Thursday, XX/XX/XXXX from a realtor in Georgia wanting to schedule an appraisal on my property. I agreed to it and would schedule later. In the meantime, Shellpoint has returned my original check in the amount of {$150.00} to me in XXXX. ( I paid this fee on XX/XX/XXXX. ) I called Shellpoint Mortgage Servicing on XX/XX/XXXX and requested an explanation of the overdue charge. The agent said, after searching for ten minutes, it was for a BPO. I asked why would they have placed an overdue amount on my account when they returned this money to me without a request from me.. I requested a supervisor and he became very rude. He asked if I wanted to apply the money from the check ( which I did not cash ). He supposedly applied this amount to correct this error. I feel this " so called '' error was done intentionally to cause additional problems for me. This form of retaliation should be illegal but they continue to retaliate instead of solving the problem.
Please can you find an agency that will make Shellpoint Mortgage refrain from this retaliation and fraudulent claims and remove the PMI which is the legal remedy.
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| 06/16/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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In XXXX, we obtained a loan in the approximate amount of {$260000.00} through XXXX XXXX XXXX secured by our principal residence at XXXX XXXX XXXX XXXX, XXXX XXXX, CA. From loan inception until sometime in XXXX, the loan was serviced by XXXX XXXX. We set up auto-pay through XXXX XXXX XXXX paying : {$2200.00} ( principal and interest of {$170000.00}, plus {$500.00} additional principal ), then in XXXX, {$2500.00} ( principal and interest of {$170000.00}, plus {$700.00} additional principal ), then in XX/XX/XXXX, {$3000.00} ( principal and interest of {$170000.00}, plus {$1200.00} additional principal ).
In XXXX, NewRez took over as the loan servicer. Instead of applying the additional as principal pay-down, NewRez applied the additional principal payments towards future loan payments due. In XX/XX/XXXX, I noted the next payment was not due until XX/XX/XXXX. I immediately contacted NewRez explained the situation and was assured it would be handled. Email dated XX/XX/XXXX from NewRez attached.
Unfortunately, it was not handled. NewRez did not auto pay itself for XXXX.
XXXX XXXX has a credit score service that allows members to check your credit scores periodically. Our credit score went from XXXX in XXXX and XXXX in XXXX to XXXX in XXXX. It has taken us our entire working lives to build a XXXX XXXX of XXXX. According to the credit report, there is only one reason for the credit score to a fallen XXXX points.
I have contacted NewRez on two occasions. On each occasion the NewRez representative acknowledged the error and advise that it would correct the information to the credit reporting agencies. NewRez has done nothing in terms of submitting any information to the credit reporting agencies.
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| 02/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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XXXX XXXX ( closed complaint ) transferred a federal funded payment after your involvement to XXXX XXXX XXXX XXXX on or after XXXX XXXX XXXX. Less than two weeks after transfer, began receiving threatening letters re : Foreclosure from Shellpoint. After your intervention, XXXX sent the entire federal fund to Shellpoint. However, Shellpoint due to malfeasance, will not correct the XXXX since XXXX, XXXX. Repeatedly issued mortgage statements reflecting a past due debt on XXXX which does not exist. Two charges XX/XX/XXXX and XX/XX/XXXX in one week for Unnecessary Housing Inspections-No Notification to me. Shellpoint will not refund - Add second Complaint due to placing late charges on my account. The Federal agency and XXXX completed Housing inspections before issuing the Federal Payment less than one month ago.
Shellpoint -- Three supervisors and One Middle manager promised correction to my mortgage statement by XX/XX/XXXX. No correction. Errors remain. My first complaint : do not want any flags on my credit report nor threatening letters when I do not owe any past due payments. If errors remain these actions Shellpoint will take. Have nothing to prove otherwise. My monthly payments are timely as of XX/XX/XXXX. Also address issuance of information to third parties. I have rescinded authorizations. Shellpoint should email their acceptance and receipt of rescinded authorization.
Third complaint ( see attached ) is XXXX XXXX XXXX NY- failed to disclose a checklist of items needed to apply for XXXX XXXX loan notified after sending any required items of additional items not found in any checklist provided. Failure to notify me through communication via email or phone a need to contact my Servicer.
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| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was sold in XX/XX/2020 from Ditech to Shellpoint. The new account instructions stated that any pending payments to Ditech would be credited to the Shellpoint account. My next two payments apparently went to Ditech and were NOT forwarded to Shellpoint. I have spoken with Shellpoint repeatedly, and provided bank statements showing that all payments were made on time, and requesting an investigation to trace the payments that were misallocated. While they continue to say they are investigating, they have reported my account as 60-90 days overdue for the past nine months while they " investigate '' in spite of the fact that I continue to pay each month on time. My credit score has dropped almost 200 points for this erroneous reporting, and I received a letter from Shellpoint threatening foreclosure. When I contacted the Point of Contact referenced in that letter, she advised it was a payment dispute, not a foreclosure issue and she could not assist me. I asked to be put in contact with the appropriate person and she only gave me the general corporate email account. I continue to try to reach Shellpoint regularly to learn the status of the investigation and they will not respond.
Ditech, for their part, apparently updated their online records system and deleted my access to my online account as of the date the note was officially sold. They have no further information they can provide me and continue to tell me to request Shellpoint investigate directly.
Other creditors have cut my limits and closed accounts due to my current credit score, which is based solely on Shellpoint 's misreporting of my account as past due, rather than considering the two misdirected payments independently.
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| 07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Newrez/Shellpoint has a loss draft escrow account for my property for an insurance repair. The repair is recently completed and all documents needed for the final disbursement from this account were submitted and acknowledged by them on XX/XX/XXXX. I've made multiple calls inquiring as to the status of the disbursement and the funds have not been released as of XX/XX/XXXX. Customer service states that they can not have someone contact me, can not expedite the process, and their process is to submit the request to the back office, whereby I have to wait and call back and check the status in XXXX business days. Subsequent calls after XXXX days result in repeat of previous ( submit a request, call back in XXXX days ) which results in no action. Multiple times have been told by customer service that the request has been submitted to release the remaining repair escrow funds. Call with customer service on XX/XX/XXXX stated that Newrez/Shellpoint would send the check out within XXXX hours and to call back for the status. Call on XX/XX/XXXX Newrez/Shellpoint stated that the check was not sent out, I requested that it be sent out that day and overnighted, company said to call back the next day for the tracking number. Call today ( XX/XX/XXXX ) customer rep says that check has not been sent out and is still being processed.
Multiple calls to try to resolve this : XX/XX/XXXX, XXXX XXXX Each time Newrez/Shellpoint indicates a check will be issued, but fails to do so. At this point due to their delays I run the risk of financial penalties due to the delayed release of funds from the escrow account. It is now XXXX weeks after they have received the paperwork needed for them to process the disbursement.
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| 04/09/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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Web |
Older American, Servicemember |
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my original 2nd mortgage was with XXXX XXXX but they had filed for bankruptcy. By letter dated XXXX XXXX advised that effective XX/XX/2020 I was advised that Shellpoint Mortgage Servicing would now service my loan. Made XX/XX/2020 payment and by an undated letter from Shellpoint I received my loan info including new loan number and balance. On XX/XX/2020, I contacted Shellpoint ( also known as New Res ) to inquire about bill to pay mortgage and was told a payment coupon should have been included with undated letter but it was not. At that time I asked for a pay-off figure for my mortgage thru XX/XX/2020 and the CSR took my info including my e-mail address and said I would receive the figure via e-mail within 48 hours. I did not receive my pay-off figure as indicated and called back on Thursday XX/XX/2020 I called and went thru same process of requesting pay-off and was told I would receive via e-mail. I also completed an on-line request for a pay-off figure thru XX/XX/2020 and it indicated I would receive figure within 5 days. Since I did not receive requested pay-off I called again ( XXXX ) and spoke to a CSR who stated that there was no record of my requesting a pay-off figure. I told what the previous CSR told me regarding receiving pay-off w/in 48 hours and she said why would they tell me that when she alleged it would take 5 days. I told her the CSR works for Shellpoint so go ask them. She apologized and again took all info and said I would receive via e-mail within 5 days. Since my first request was XX/XX/2020, I should have received it 4 days ago. Since apparently they are a collection agency I believe they delay providing the pay-off figure so they can make more money holding the loan.
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| 02/23/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage was purchased by Shellpoint Mortgage Servicing in late 2016. My mortgage was set up with an escrow to handle tax payments. The first tax payment was due XXXX and that deadline was missed by Shellpoint. Note that the tax payment due was {$23000.00} and the amount held by Shellpoint already in Escrow is {$34000.00} so there is plenty of my money to pay the bill already deposited. Due to being late that tax payment due has increased to {$24000.00}. I have called Shellpoint several times ( dates may be 1-2 business days off ) XXXX, XXXX, XXXX, XXXX. I have been apologized to each time and they say things have been " escalated ''. I have been told it will be resolved in 7-10 days ( XXXX call ), check is scheduled to go out XXXX ( XXXX call ), and now no one knows what 's going on as none of these things have happened. I have asked to speak to a supervisor multiple times and was successful only once - with a gentleman named XXXX. He was professional on the call & promised to get it taken care of and said he would call me back the following day - the call back never occurred and I was just told by another customer service person my payment would not be going out today as the tax department is now closed for the day. XXXX has been unavailable to speak to me all day today when I 've asked. No other supervisor is available either when I ask. No one can answer if my tax bill will be paid and when, despite Shellpoint having over {$34000.00} of my money set aside for exactly that purpose. If not paid by XXXX there is another penalty raising the bill to {$25000.00}. I am now getting overdue payment notices to my home and also solicitors contacting me to give loans due to my overdue tax status.
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| 02/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Before I applied for refinancing, I specifically made it clear that under no circumstances would I accept a refinance that required an escrow account. I have been paying my property taxes, home owners insurance and flood insurance since 1979. The loan officer said to me no escrow is required and none would be in the future. I reiterated that only the principal and interest will be the monthly payment.
Just about two years later, Newrez added an escrow to my statement. Newrez had not paid any taxes and/or insurances, I HAVE. Yet they added escrow. I called the customer service and the agent saw the escrow was added. I explained to him that I sent in the flood insurance " declaration '' page because they wanted proof of insurance. The agent investigated it and saw I pay all taxes and insurance, including FLOOD. He told me that the escrow would come off my statement.
Weeks have gone by and during those weeks I have regularly sent documentation proving I am the payor. I receive form letters saying that they will investigate it, but the escrow payment remains.
My perception why Newrez is doing this, say they hold 100,000 mortgages and each mortgage can average $ 250/month for escrow ... that gives them {>= $1,000,000} each month. Newrez takes advantage of the escrow accounts with other people 's money to make more to keep to themselves. Then they take those millions invest and profit by it without having to pay interest to an account holder. To bolster the balance of the aggregate escrow, they impose escrow on accounts that should not or do not have them by whatever means and by overinflating the escrow analysis.
Newrez representatives are willing to tell you anything to get you to sign.
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| 12/11/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
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Dr Sirs, I Am contacting you in regards to Shellpoint original # XXXX ditech acc # XXXX they have written letter # XXXX that will be attached .In this letter dated XX/XX/XXXX from their recovery dept .that this account will referred for additional collections .from that date have been contacting via phone leaving messages twice a week since then.
This XXXX # XXXX was DISCHARGED in XX/XX/XXXX with the then note holder Conseco.Furthermore in the decision past down from supreme court of new york county of XXXX county in XX/XX/XXXX with green tree and was granted relief therefore contract is null and void now .They were granted seizure of collateral .Greentree serving llc did not due diligence in perfected the seizure of collateral with XXXX county court and XXXX county sheriff dept as is per New York state law.
It is further noted in letter that Shellpoint mortgage servicing said to advised that they CAN NOT bring legal action to collect this debt or threaten to do so in state of ny due to statute of limitation has expired however they keep calling and sending mortgage statements .Furthermore they state in said letter that they may report to credit report bureaus.
As stated earlier that this dept has been discharged in federal bankruptcy court 19 years ago.we no longer have any responsibility for said debt.they are trying to collect on and would be a violation for bankruptcy court.Debt collectors can not try to collect on debts that were discharged in bankruptcy. Once the debt is discharged by the bankruptcy court, the discharge permanently bars the creditor or debt collector from collection of the debt.we have also contacted the credit bureaus to have it removed once already CFPB # XXXX
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| 01/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/2021 my mortgage servicer, Shellpoint, erroneously placed over {$1000.00} of insurance coverage they immediately charged me for. They wrongly said I did not have coverage. I have submitted multiple times evidence of sufficient coverage from my HOA ( I live in a condominium complex ) as well as my personal coverage for property not covered by the HOA. There were no lapses in coverage. Starting in XX/XX/2021 I contested this, and followed up 7 additional times via email, as well as with 2 additional phone calls. My emails were mostly ignored, and every time I have been on calls after hours of waiting to talk to someone I was assured I would get a refund, but now in XX/XX/2021 I have not. It appears Shellpoint may have initially made an honest mistake, by changing my property address by mistake when they bought the mortgage from my original servicer, but they are now fraudulently holding onto my money. They are now ADDITIONALLY charging me a fee every month which no one will tell me what it is for.
I am now looking to refinance my mortgage, and given Shellpoint 's behavior to this point I need help with getting a refund on the lender placed insurance, a refund on all of the unexplained fees, as well as making sure they timely refund me my escrow upon loan payoff. I am deeply concerned they will continue to try and wrongfully take away my money, or drag their feet and hold onto it, and it is a very meaningful sum especially in light of the cash closing costs for my mortgage refinance. It's worth noting part of why I am refinancing my mortgage is because I feel that Shellpoint is a bad actor and I can not afford to spend as much time trying to protect myself on a go-forward basis.
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| 05/08/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX I emailed Shellpoint Mortgage Servicing/New Rez LLC of outstanding property tax bills I received that were due in XXXX. This was for the loan portfolio XXXX XXXX, XXXX. This email went to the loan servicing email which they recommend using as well as my assigned contact XXXX XXXX, and XXXX XXXX a supervisor who has helped me in the past with other issues I have had.
On XX/XX/XXXX I emailed the same people as well as managers, XXXX XXXX and XXXX XXXX to notify them of property tax bills that were imminently due. I also emailed XXXX XXXX and XXXX XXXX, my contacts at XXXX XXXX XXXX who hold the loan and are responsible for transferring the servicing of my loans ( even though everything was perfectly fine with XXXX ) regarding my concerns. To give a little background, I have had a number of issues since Shellpoint took over the servicing of my loans last year and have been emailing them for continued assistance as you will see in the email chain I have attached.
Communications regarding these outstanding property taxes have been ongoing with all parties since XX/XX/XXXX when the last email I received stated the issue was being escalated. Needless to say, nothing was done and I received a " Statement of Delinquent Taxes '' this week for two of my properties ( attached ) which now includes hundreds of dollars in late fees. I have also not received refunds for the late fees they paid out of my escrow account for other property tax bills they paid late. I can't imagine this is legal!
This whole process has been very stressful for me and I need a resolution to ensure this will not be an ongoing problem. I can not keep spending my time trying to get Shellpoint to do their job.
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| 03/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage account was transferred years ago from XXXX, XXXX, XXXX, to now Shellpoint. This account has been in distress since the listed Servicers have taken over the account. And it goes beyond just bad customer service, accounting and the misplacement of my payments but my PMI and tax bill as well.
My current monthly mortgage is {$1100.00}. Transferred XX/XX/19 to ShellPoint.
Before the transfer, I was sending monies in ADVANCE of {$600.00} bi-weekly to XXXX. To provide full payment an additional {$88.00} to be applied to the principle.
I contacted your ShellPoint on XX/XX/19 at XXXX, and it was confirmed there were XXXX sitting in the unapplied account from XXXX transfer that was paid on XX/XX/19 ( principal {$220000.00} ). ShellPoint confirmed again through correspondence on XX/XX/19, there was money sitting in suspense account. Monies were never applied. I continuously contacted ShellPoint several times about posting payment after I made another payment of XXXX on XX/XX/19, to no avail, never applied.
There was money sent XX/XX/19 that was applied to XXXX. The {$88.00} principal payment applied from Shellpoint payment history provided did not decrease the principal balance but increased. Also, Shellpoint adjusted my principle balance with an increase of {$600.00} ( principal, XXXX, XXXX ) in error and without notice. The payment history amounts listed in some of the columns are not shown.
I currently have fees accessed to the account. Unexplained amounts indicated ( legal, other, etc. ).
Considering the misplacement of payments and reviewing the payment history provided by XXXX and Shellpoint, I have to question the authenticity of the recent payment history provided.
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| 01/28/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My Contact Info : XXXX ; XXXX My Loan Number : XXXX XX/XX/XXXX I made two separate additional principle payments to XXXX XXXX XXXX, which brought the loan to value ratio of my mortgage to below 79 %. I requested the PMI to be removed, but later was denied with no reason provided to me.
XX/XX/XXXX XXXX removed PMI from my monthly payment moving forward and sent a confirmation letter ( attached ) to me. From then on, PMI had not been part of the Escrow charges on my loan statements.
XX/XX/XXXX XXXX XXXX XXXX was purchased by NewRez. The XXXX and XXXX statement I received from NewRez had no issues.
XX/XX/XXXX I received the escrow analysis claiming that I owe the Escrow {$1200.00}, which was a result of the previous 6 months of PMI not being part of my monthly statement. Furthermore, NewRez added PMI back to my monthly payment. I contacted NewRez for 6-7 times after I received this analysis, explain to them that PMI was removed from my monthly statement by XXXX XXXX XXXX and the escrow analysis was incorrect and therefore my monthly payment for XXXX should not be raised.
XX/XX/XXXX I faxed a written request to have PMI removed from my loan ( again ), this time to NewRez. Since then I have not received any communication from NewRez.
XX/XX/XXXX I made another additional principle payment to my loan, which brought the loan to value ratio to 77.4 %. And submitted another three written requests to NewRez through their online contact form, requesting the PMI be taken off my loan and official documents explanation on the mixup of the " shortage '' on the PMI, which was likely caused by the error handling between XXXX XXXX XXXX and NewRez. I have not received communication from NewRez.
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| 10/24/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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My mother XXXX XXXX got behind on her mortgage due to XXXX. She was in the process of doing deferred payments with XXXX XXXX XXXX when the mortgage was sold to shell point mortgage servicing. My mother then suffered a XXXX XXXX XXXX XXXX and has ended up in a XXXX home and is unable to sign documents for herself. I have power of attorney granted to me in 2019 after one of her other XXXX the paperwork is signed and filed with the Colorado XXXX systems but Shellpoint Mortgage is refusing to acknowledge or honor the power of attorney and will not speak to me about the deferment arrangements or payment amounts needed. Despite sending them copies of the signed and filed power of attorney papers. Shellpoint mortgage representatives continue to tell me I have not sent appropriate paperwork because it is not notarized at the time of her signature in 2019. I have been advised by the Colorado XXXX systems the power of attorney papers do not need to be notarized to be legal in the state of Colorado. I am scared that Shellpoint Mortgage is going to take my mothers home before we can get her well enough to get her out of the XXXX home she is in now. We are struggling to work with them and are not able to make the XXXX dollar payment they want to cure the default mortgage. I want Shellpoint Mortgage to acknowledge my power of attorney papers and continue to work with us on the deferred payments or refinanced loan to show that we have caught up the three payments that my mother was behind for XXXX XXXX and XXXX and have continued to make timely payments and allow my power of attorney papers to stand for me to make decisions payments and sign documents on my mothers behalf for this mortgage loan.
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| 01/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On two separate occasions now I've paid my monthly mortgage by check and added a significant amount of additional principal. I regularly add an extra {$1000.00} - {$2000.00} toward principal throughout the year without any issues. However, when I send a check that includes an extra {$10000.00} or more, both times it has gotten processed incorrectly, with the extra money not being applied to my loan at all, like it's just missing! My bank shows the full check cashed but my mortgage company payment history shows I only paid the monthly payment!
The first time I called the mortgage company they said they'd fix it and to wait 3-5 business days, I waited and they money didn't show up credited to my mortgage. So I called again, I felt like the money was missing in thin air, so I threatened to cancel the check and call my bank. The mortgage company seemed OK with me cancelling the check and trying to make the payment again. I said forget that, I want the payment credited back to the date the check processed to get interest credit!
So they asked me to contact my bank for special transfer numbers. After multiple calls to the mortgage company and my bank to get special payment numbers, the mortgage company finally found my original check payment and applied it correctly.
We'll see what happens this time around. I submitted the issue to them via contact us online and called them this morning. This morning they said they submitted a request to correct it but couldn't give me a reference number, telling my no worries the call is recorded. So now I wait 5 business days like last time hoping it goes through. Hopefully, 5 days from now I'm not calling back with the same experience as last time.
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| 03/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My husband left the home in XX/XX/XXXX. I could not pay the mortgage by myself. I attempted to remodify with XXXX who was our mortgage service at the time. I was given a monthly payment which was higher than the original payment when my husband was living in the house. I sought help from the bar association with no luck. I was finally able to put the house in my name only after the divorce became final in XX/XX/XXXX. Shellpoint became the loan servicer.i cleared out my basement and found a tenant to assist financially.around XX/XX/XXXX I was notified by shellpoint that I was denied a remodification bc I owed too much money. I then put my home on the market and received an offer. I was ready to sign the papers but turned it down bc both my daughters were in school and they begged me to pls try again to remodify. I tried again as a XXXX person bc I left work after XXXX XXXX and have less income. I first worked with XXXX XXXX who requested the same documents over and over again.he finally told me that I needed one more document and after I sent it in my account was transferred to XXXX XXXX.he request the same documents all over again. I went through a cartridge of printer ink in one day making copies.XXXX XXXX proceeded to request the same things again and again. I became obvious that shellpoint mortgage was playing games with me and I have no choice but to sell my house before it is auctioned off. I think that what shellpoint has done is unscrupulous and unfair.my younger daughter is XXXX as well and now she must be uprooted for her XXXX year. I asked XXXX XXXX if I can rent the home for a year and was told no. I would like this company to be investigated for its remodification methods.
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| 04/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Credit decision / Underwriting
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Web |
Servicemember |
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I have been current on my 1st mortgage for years. However, my 2nd mortgage, which was initially included in a bankruptcy in XXXX, resurfaced demanding payment. I questioned the lender to no resolve. Eventually it was charged-off and sold to a debt collection agency. They tacked on additional fee 's almost doubling the original {$12000.00} debt. Again, questions and back & forth but no resolve, so the new higher amount was charged-off and sold once again. This new debt grew again, and I questioned and disagreed, so once again it was charged-off and sold yet again. But little did I know, it was also listed as a " Short-sale - with multiple late 's '' on the XXXX Originator database, then charged-off and sold. Finally after this last sale, the debt had reached almost 3 times the original amount. I was finally able to negotiate and the debt to have it settled for less than the original amount paying the final agreed upon amount officially closing out the debt. Now, I discover, that XXXX of the debtors, listed the debt as a " Short-sale Mortgage '' in XXXX XXXX ; only after I had made an offer on a property and in Escrow. This never showed up on any of my credit reports. ( This was extremely disheartening to XXXX, after months of house hunting ). My Realtor informed me that I would have to wait " 2 years '' to be able to purchase a property, and I had to withdraw my offer and cancel the escrow. This feels like unfair practice and deceptive bargaining. I am only requesting that this " Short-sale with multiple late 's! '' be removed from my Escrow investigation XXXX XXXX XXXX XXXX or any other Escrow tool now, rather than me wait for 2 years being penalized for this method of doing business.
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| 05/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez did not pay my Washington XXXX DC property tax bill. I received a letter from DC stating that I was delinquent on my property tax and that my house would go up for tax sale by XX/XX/XXXX.
I called NewRez on XX/XX/XXXX or XX/XX/XXXX. I explained the problem. We identified then that the problem was that NewRez had the wrong parcel number. I gave them the correct parcel number. At NewRez 's request, I uploaded the delinquency letter to NewRez 's website. I was told that NewRez would resolve the problem by XX/XX/XXXX and call me back.
On XX/XX/XXXX, I still had not heard from NewRez. I called them back. They apologized, took the same information again, and told me that they would call me back.
On XX/XX/XXXX, I still had not received a single email or phone call from NewRez. I called them back. They apologized and took the same information again. This time the person I spoke to seemed competent, and that person escalated me to a supervisor. The supervisor told me they would call me back by XX/XX/XXXX.
I can not believe that NewRez failed to notice this problem. But mistakes happen. What is most galling is that in almost 4 weeks, they have never bothered to reach out to me once. I have to go through hourlong phone calls to try to get help. And no help seems to be arriving.
Moreover, I have to navigate a phone menu where I have to make selections or provide information 12 (! ) times in order to reach a tax specialist. I have to enter the last 4 of my social. I have to enter the loan number ( twice! ). As soon as the specialisXXXX finally picks up, they ask for all of that information again. So each of my calls takes 10 minutes to reach a person ( if there is no wait time ).
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| 03/13/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American |
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Shellpoint Mortgage Servicer Is NOT a mortgage company but a debt collector, I got the paperwork they sent me on my loan modification that was agreed to by Ditech and that they never gave me, 1 ) Shellpoint had forced place insurance on my home when I had explained to them that I had insurance through my HOA Fees but now they need to go back and correct that.
2 ) Shellpoint was Escrowing Taxes when I had paid the taxes on my home myself again I explained that to Shellpoint.
3 ) Shellpoint denied the modification because their OWN Notary did not finish witnessing the documents XXXX, that they sent to XXXX. In fact, I have emails going from XXXX back to Shellpoint telling Shellpont that the Docs are not correct and to redo them and get them back out to XXXX who then brought them to my office where I knew there would be people around and I could find 2 witnesses. Shellpoint, wanted my deceased Mother to sign the docs, but they fail to mention too that she had been dead since XX/XX/2013. They already had a Certifitfied copy of her Death Certificate, which can be used as the deceased 's signature, a copy of the will of the trust, and her handwritten codicil giving me her 50 % of the property, not to mention that the property had already been transferred into my trust at this point, so it was a done deal.
4 ) I have already filed a lawsuit in XXXX XXXX Superior court and been granted a TRO to stop any foreclosure on my home, by XXXX and XXXXXXXX XXXX XXXX XXXX XXXX XXXX and I am working out a modification with XXXX as I type now. I now want Shellpoint to go back and stip out all the extra charges that they added to my account before they SOLD the loan to XXXX for pennies on the dollar.
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| 03/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have made all of my mortgage payments and have the bank statements to prove it. However, XXXX XXXX XXXX XXXX ( Shellpointe Mortgage Servicing ) went forward w/foreclosure proceedings. I have supplied them ( in excess of at least 6 times ) with every piece of documentation to prove this.
This began in XXXX, XXXX when they failed to notify me they were my new loan servicer. Subsequently, the payment went the previous servicer. They refused to contact the previous company to request the check ; thus I sent Shellpoint Mortgage Servicing ( XXXX XXXX. XXXX ) another mortgage payment to satisfy the monthly payment. I paid twice XX/XX/XXXX but they failed to properly credit me for the replacement payment stating it was simply an additional payment on the loan. I have been in litigation with them since XXXX when they went forward with foreclosure proceedings. Despite the legal battles I have continued to pay them monthly at least {$150.00} extra/month. They have continued to compile fraudulent fees taking my loan from {$230.00}, XXXX to {$370000.00}. XXXX. Ins. has participated in innumerable predatory lending practices violating at least 28 consumer/homeowner protection laws.
I have kept meticulous records of payments, their misappropriation of funds, phone conversations/emails indicating their misrepresentation, false credit reporting, etc. My attorney says I have a very strong case, but the courts favor mortgage companies. I have spent thousands to fight this false and unfounded accusation and save my home. They are a large financial institution. They know if they continue to drag this out, I will not be able to financially support this fight. Thank you for your review of my situation.
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| 04/13/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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|
Web |
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My husband passed away XX/XX/2019 I was on the deed but not on the mortgage. I was in the process of a short sale with XXXX XXXX and the Mortgage Company let it go into Foreclosure the final step. After having a buyer and accepted bids. I tried calling XXXX XXXX for help but they are refusing to speak with me because I am not on the loan. That had already been taken care of with a death certificate and a copy of the deed with the mortgage company and the court. I started out with XXXX they were brutal to me and finally the went into bankruptcy and it was transferred to Shellpointe. Shellpointe will not answer my calls or return them and I am trying to get a 1 year record of all the communication we had so I can figure out why they dropped the ball with the short sale for no reason. A lot of time and effort went into it. I don't see how they can just foreclose when there was a buyer with an awesome bid almost at closing. XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX I am the one that reported to all my husband passed away and XXXX took it straight into foreclosure without talking to me. Shellpointe went to court with me. The judge told them if there was a remodification or shortsale to stop the foreclosure well they didn't and nobody will talk to me but the new company trying to get me out of the house. I won't get a dime out of the house but I think things should be treated fairly and honestly. I am wondering if the XXXX XXXX loan was even legal from the beginning with XXXX it was before the market fell. I need to find out why I can't get anyone to talk to me after all this. XXXX has been working with me and so has their attorney now they won't return my calls either or take them.
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| 04/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I currently use the online system for New Rez and during the month of XXXX I did not hit submit so my payment was late. Once I checked my account and saw that my payment was late I decided to make an early payment for XXXX because I am working out of state and did not want any issues. So I made the electronic payments online on XX/XX/2022, and paid the amount of XXXX for my XXXX payment and XXXX again for my XXXX payment online through their system. Each installment stated this was the amount due and I proceeded with those payments. I checked my bank account a few days later to make sure the payments came out of my account. On XX/XX/2022 I received an email that I was two payments behind and I called New Rez. I was told that on XX/XX/2022, New Rez sent a letter out to inform me that my mortgage payment was going up in XXXX. I explained that in no way could I have made my two months ' payments and received the letter in the mail the same day. The company never called or emailed me about the discrepancy. I was told since the payment of {$930.00} was not made and I made the payment that appeared online at the time of XXXX. New Rez did not know what to do with the money that I clearly submitted online for my XXXX payment, they applied it to my principal portion of my loan. Never issue the money back to me, calling, emailing me, or trying to get in contact with me. I received a 30-day late on my credit that I have never had a mortgage payment 30 days late in my life. this is unfair and how Americans end up in financial situations we can not get out of. If my payment changed it should have been reflected when I made the XXXX payment online. I paid was was stated that was due at that time.
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| 05/05/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Hello, I'll like to submit a complaint against Newrez Mortgage company who have been servicing my loan since XX/XX/XXXX for not correcting my escrow account from XX/XX/XXXX when they disbursed a check to the wrong tax agency in the amount of {$260.00} and on XX/XX/XXXX when they disbursed a check from my escrow account in the wrong amount to a tax agency in the amount of {$330.00}. On XX/XX/XXXX I called the tax team ( XXXX ) alerting that the check submitted on XX/XX/XXXX to the tax agent was incorrect because I do not owe this tax agency along with the check disbursed on XX/XX/XXXX for {$330.00} in which was to the correct taxing agent but for the wrong amount. I submitted a copy of my tax statement via their online message app. They stated they would open up an investigation case and contact me. However, after not receiving a written or oral response I called again on XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX. I submitted complaints on their website and mailed letters on XX/XX/XXXX and XX/XX/XXXX. Each occasion they stated they see no open case relating to the issue and they would submit one. However, on XX/XX/XXXX I was able to speak to a tax manager and they stated they have spoken to the tax agents and I was mailed the refunds by them. I shared with them that this makes no sense. I had already contacted the tax agents inquiring on the issue and they stated if they would have received a check they would have mailed it back to the sender and not the homeowner. They are claiming I have the refunds and no corrections are needed. So, I requested a copy of their investigation findings that will show the date and check numbers relating to the refunds and no response have been given.
|
| 10/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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Shellpointmtg.com continues to refuse to apply " principal only '' payments to principal. Every month Shellpoint manages to incorrectly process my payments to acquire more money than they are legally entitled to, e.g. charging two months of interest for one month. Shellpoint told me over the phone I can not pay principal only payments via the phone or internet, so I always send them via US mail labeled as " Additional principal '' payments. I abide by this strange mailing restriction. However, Shellpoint has consistently wrongly applied these payments into extra interest by including them as second mortgage payments for the next month. They told me they would not do this again and they noted in my file to apply extra money towards principal. Nevertheless, in my XX/XX/2016 statement, I see many errors again. Shellpoint " fixed '' my $ XXXX principal only payment from two months ago by postdating it to the end of the month instead of the beginning when they received it to ensure I would pay more interest ( their standard operating procedure it seems ). They also applied my extra principal $ XXXX for my XX/XX/2016 payment to " partial payment unapplied '', put into a separate suspense account. Doing this consistently every month is VERY BAD! Shellpoint MUST learn how to legally process principal only payments. So the $ XXXX is applied too late and the $ XXXX is sitting in limbo, not counting towards principal. Sending principal only payments is a very common thing to do, so all mortgage companies should know how to process them. I ca n't keep begging Shellpoint every month to apply my money the way I specify in the payment stub. How can I get legal and fair treatment to resolve this?
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| 12/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My loan, which was with XXXX transferred to XXXX XXXX.
I was not made aware of this information. XXXX claims to have sent a notice in the mail, although I never received it. This event occurred on XXXX.
I sent my regular loan payment via bank bill pay in both XXXX and XXXX and did not realize until mid XXXX that both payments were returned to the bank.
When I called XXXX, after I insisted they do so they emailed me the letter of transfer I never received.
I then learned the loan servicer was XXXX. I immediately called XXXX- and after an initial wait time of 30 minutes, I got a person on the phone who could not provide me with a new account number.
I tried using the XXXX XXXX to set up an online account so I could review my statement and information with the new company.
XXXX could not provide me with an account number.
I emailed the customer service 2 times in the past 24 hours and there was no response.
I called again and was placed on the call back list, after 30 minutes the automated system called me back and I finally got in touch with a person.
When I gave her my info, I was placed on hold again - for over 45 minutes! I actually saved the screen shot of the call.. No one ever picked up to help me again.
So here I sit, almost 60 days since my last mortgage payment was made, and I don't have a new account number from XXXX because I can not get an answer from them. I'm sure they will get in touch with me quickly when I'm " late '' on payments though and at that point I will refuse to pay any late payments to them. What a joke of a mortgage company. Days of chasing them down and no help, leaving me on hold for nearly an hour twice and not responding to emails.
|
| 05/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
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Web |
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My mortgage was sold from XXXX XXXX to Shellpoint Mortgage. My account with XXXX is under direct debt and the payment comes out of my account for the last XXXX years with no issues. After the transfer to Shellpoint my account was not being debted for the payment.
I was never told until XXXX months later when I got a call about being XXXX months behind. I paid the back months right there over the phone to make my account current. I did not know at the time that Shell point would report my account as delinquent for XXXX months. I went to purchase a commercial property when the loan offer told me I had credit issues that would prevent me from buying my business property for up to XXXX years. I never got a letter or a call from anyone telling me that I would have to do something about the debt because my account was sold. I never asked for my account to be sold. I was perfect and happy with XXXX. Now because my account was sold, my business will suffer for XXXX years. This is not my fault. I simple call telling me I had to do something with the direct debt would have prevented the issues. I called Shellpoint and they told me there is nothing they can do to fix my credit. They had no other explanation. This is just wrong. This big banks make money off taking my loan and then turn around and hurt me and think nothing about. How is it my fault. I called Shellpoint and asked them to remove the lates from my credit. I was told that they agree with me and are very sorry but they can not remove anything from the credit. They told me to write a letter. I wrote the letter and sent it on XXXXXXXX/16 explaining my issues As of XXXX I still have not had a single call or letter from shellpoint.
|
| 12/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I was granted a loan forbearance by Shellpoint/NewRez pursuant to the CARES Act. This forbearance expired on XX/XX/XXXX, and I was advised that Shellpoint elected to exercise the loss mitigation option of adding the forborne amounts to the end of my loan.
Upon conclusion of the forbearance period, I was granted a deferment by them on XX/XX/XXXX. The deferment agreement specifically states that my next payment is due on XX/XX/XXXX, and that the payment amounts between XXXX and XXXX will be added to the end of my loan ( i.e. due upon either payoff or loan maturity ). I fully intend to resume loan payment as on XX/XX/XXXX, as my hardship will have ended by then.
Despite the above, I continue to receive communications from Shellpoint telling me that my loan is " delinquent '' and " past due '' and asking me to contact them for " options on how to avoid foreclosure. '' I have spoken with customer service representatives at Shellpoint on XXXX occasions now, and they keep reassuring me over the phone that they will not take any adverse actions and that my next payment is not due until XXXX, but that they " can not suppress collections letters. '' I think that Shellpoint continuing to send me correspondence that my home is going to be foreclosed on despite having contractually agree to a loan payment deferral until XX/XX/XXXX constitutes an unfair, deceptive, and abusive practice under the Dodd-Frank Wall Street Reform and Consumer Protection Act, and is also a violation of the Fair Debt Collection Practices Act.
I would like the Bureau to order Shellpoint/NewRez to cease sending me letters telling me that my home will be foreclosed on while the loan is in deferment.
Thank you.
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| 06/17/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Newrez began servicing my mortgage XX/XX/2020. Ive had problems from the start. First they paid the wrong insurance company {$1800.00} I called them and made an online payment to escrow for {$1800.00} so they could pay the correct insurance company and waited to receive my refund for the cancelled insurance.
On XX/XX/XXXX, XXXX I received notice that my hazard insurance had expired and they planned to buy insurance for my property. I again called them and gave my insurance company ( Foremost ) and policy number, XXXX. For some reason Newrez could not get the premium paid to XXXX but my insurance was still in effect. On XX/XX/2020 after receiving another request from XXXX for payment, I managed to get representatives from both companies together on a three way call. Finally, they got it straightened out.
Newrez claimed nothing would change but the first thing they messed up was dropping the extra {$10.00} principle XXXX was processing. I decide to wait a couple of months and then add the extra back to my payment. I paid {$850.00} from XX/XX/XXXX thru XX/XX/2020. On XX/XX/XXXX they deducted {$990.00} and tell me that is my new payment.
My hazard insurance is {$1400.00} per year, my taxes $ {$1500.00} for a total of {$3000.00} or {$250.00} per month necessary to pay both from my escrow account. They want a required cushion of {$500.00}. What law requires me to furnish them an interest free loan?
My payment record and credit score should reassure them that the bills will get paid. After all, I paid the {$1800.00} to allow them the funds to pay XXXXXXXX.
By my calculations, my new mortgage payment should be {$870.00} NOT {$990.00}. Thank for any assistance you can give me.
|
| 03/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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My mortgage was assumed by New Rez effective XX/XX/XXXX from XXXX. I was contacted by the new company and told it would be a good idea to refinance at this time. I have dealt solely with XXXX XXXX. LO / AE NMLS # : XXXX via phone and email. I told Mr. XXXX what I wanted to accomplish through a refinance and what I was willing to pay. He assured me the numbers would work and we proceeded. I was told I had to have a home inspection paid for out of pocket. I paid for the home inspection. I was given the impression the paperwork would be sent to me quickly. I took multiple weeks and when arrived, the new loan is for a payment I could never afford almost {$400.00} more than I currently pay and at a higher interest rate than I currently have. I made it very clear that I would not be interested in refinance without it bringing down my interest rate and not changing my monthly payment more than {$100.00}. Mr. XXXX assured me this was how the loan would look. During this long process I have also managed to bring up my credit score 40 points so there is no reason on my end for the interest rate to have gone up. I feel they misrepresented what they were offering and cost me the money for the home inspection. I could have applied that to another debt that would have positively impacted my credit score further. Now I am out {$500.00} and have not successfully refinanced. This is very sad to me. XXXX was enough of an issue but to now be sold to an unethical company I am worried about the future of my mortgage.
I have attached the email telling me I had to have the appraisal and the fee associated as well as the first document sent to me showing 3.75 % and the final document showing 4.99 %.
|
| 06/16/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
XXXX XXXX Shellpoint Loan # XXXX XXXX XXXX has been working on a short sale since XXXX XXXX. The short sale was approved and then the mortgage servicing transferred from XXXX to Shellpoint. Since Shellpoint 's servicing of the loan, the short sale review has been mishandled. Shellpoint has delayed the review, obtained a value, countered the buyer, then took so long to complete the review that they needed a new value of the property. This cycle has gone on 3 times. We have had numerous buyers walk from this transaction because Shellpoint makes inaccurate and misleading statements and then does not follow through with them.
Shellpoint completed their most recent appraisal in XXXX XXXX. The appraisal came in at {$360000.00}. The buyer was countered at XXXX. The buyer increased their offer to the full appraised value of XXXX. Since that time, Shellpoint ( XXXX XXXX - SPOC ) has delayed the review, not responded to calls, ignored messages sent from the customer service department, and did not provide reasonable updates on the file. Since we submitted the buyer 's increased offer of XXXX on XXXX, I have been unable to obtain an update on the review. On XXXX/XXXX/XXXX, I was advised that the SPOC XXXX had put a note on the file with a counter of XXXX which is XXXX over appraised value. I can not reach the SPOC 's manager and the escalation line provided on their website directs to the XXXX department. There is not a single person to reach out to or anyone to hold accountable for the review. It is bad business practice to counter the same buyer twice based on the same appraisal. This, again, shows that Shellpoint has no intention of working with their borrower. Extremely misleading.
|
| 11/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My husband and I purchased our current home on XX/XX/XXXX. We used XXXX as our loan servicer. Our mortgage was sold to NewRez/Shellpoint in XXXX according to a letter we received from XXXX XXXX. Eleven months later, someone from NewRez/Shellpoint manually reversed my XX/XX/XXXX mortgage payment. In early XXXX, I received a phone call from a collector from Shellpoint asking when I will be making the XXXX payment. I explained to the collector that I had never missed a payment. After going back and forth with them for months, I was able to speak to a Shellpoint representative who stated that my XXXX payment was refunded to XXXX. She also stated XXXX had requested the refund.
I recently received an email from XXXX stating they have never received any funds from NewRez/Shellpoint. Meanwhile, after several attempts to resolve this issue with the lender, they have reported us 30 days late from XXXX to XXXX of this year. This has impacted our credit scores as well as our ability to refinance this home. We would like to file a claim against NewRez/Shellpoint for the following reasons : Reporting us 30 days late for the past six months, when we were never 30 days late.
Failure to notify my husband and me of their intent to report us late to the credit bureaus Failure to notify my husband and me that they were, allegedly, refunding the funds to XXXX.
Failure to notify us of any intent to filling a claim to our mortgage insurance.
Falsely stating that the funds were refunded to XXXX, the prior servicer.
We also would like to know what they did with our XXXX payment since XXXX stated they never received any funds from NewRez/Shellpoing.
I have attached all the supporting documents.
|
| 10/19/2021 |
Yes |
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American |
|
In XXXX I suffered a major financial setback and was unable to make payments on my mortgage. I missed a payment and knew I needed help. The lender required me to be 3 months behind before they would entertain a modification. The process took longer than expected, but I never allowed the payment to be more than 90 days late ( 3 months ) and started making the trial modification payments on time immediately.
The Lender has reported on my credit report 120 days ( not 90 ) as well as continued to reflect our payment as late during the trial modification. Once the modification was finalized we made those payments as agreed until such time as I sold the property.
Because this was an FHA loan, part of the modification was a partial claim against the MIP. When I sold the home in XXXX of XXXX, that amount was paid back as part of the home 's payoffs.
I am now attempting to purchase a new home, and because of the inaccurate reporting on the credit report, it appears that I was more than 5 months behind on payments when in fact I was never more than 3 and now I have to wait another year when I have worked very hard to improve my credit, save money and reestablish myself in a more affordable location. Inaccurately reporting the lates is not only causing a delay, but it also makes me wonder, if the amount charged to FHA for the partial claim was incorrect and inflated and if the amount that I had to pay back was incorrect.
It is unfair to force someone to get behind in order to help them, and it is also inaccurate to reflect a payment as late when under a trial payment. The loan was being paid according to the new trial terms, and then paid under the final modification agreement.
|
| 08/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I own a home that Shellpoint Morgatge services. On XXXX of 2021 I got a call from my neighbor telling me that there was a person trespassing on my property, at the time I was away from my property in XXXX and it would take me at least 2 hours to get back to my home. My neighbor called me and there was two people replacing my locks on the front door and installing a lockbox on my home. These people went inside my home and placed stickers on all my windows, I asked them on speaker home to please leave and not enter my property and they assured me they had been sent from Shellpoint mortgage to secure the property because it was vacant and I was delinquent on my monthly payment. I explained my home was not vacant, the A/C was on there is water and the lights are on, in addition I was not delinquent on my payment. I called shellpoint mortgage and they explained this had been a mistake that they would send XXXX their 3rd party contractor to put my lock back and to remove the lock box. It has now been a month and I have not accessed my home, they have not put my locks back, they have not removed the lock box. Every time I call they tell me We are waiting on the Third party. I have been out of my home for the last month and all over a mistake that Shellpoint made, they have done nothing to resolve this, how is it possible that a mortgage company can block entrance to a family 's home? how is it possible that I have been locked out of my home for a month now with no way in, they send a third party to trespass into my property and remove my lock, that is stealing something I own, on my property. I am making a monthly payment on my house that I can not enter due to Shellpoint mortgage.
|
| 01/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
update : They refuse to respond to the state of maryland whose has approved HAF. They keep lying and pretending Maryland never contacted them repeatedly.
original complaint : My Mother, a senior in her late XXXX, is being lied to and mistreated by Shellpoint Mortgage Servicing. She applied for HAF funds several months ago. In the meantime, Shellpoint offered her 3 months of trial payments to lead to a mortgage modification eventually. She didn't understand that if she completed shellpoint 's offer and also signed a mystery mortgage mod, that she would be considered up to date and no longer would quality for HAF funds. I caught this error before she signed off on a 40 year mortgage mod. Yes, shellpoint is offering a senior with a perfect XXXX credit score a 40 year mortgage. Now that HAF is back on the table Shellpoint is lying about contacting the state reps working to give out HAF funds. They ar emaking up imaginary dates that they tried to contact the state giving out the HAF funds. Meanwhile the state reps are on top of things and it's clear that Shellpoint Mortgage is conspiring to trick customers out of receicing HAF funds. It benefits Shellpoint to trick people into mortgage mods over customers receiving upto XXXX in principal reductions. They need to be monitored and investigated asap. Since first contacting Consumer Finance, Shellpoint appears to have committed fraud in the state of Maryland by lying to the Maryland Homeowners Assistance Fund which has caused a denial of a XXXX loan. They claimed that my Mother was in a modification with them and that she's not eligible for HAF loan. So they will make up total lies to undermine homeowners form receiving HAF funds.
|
| 01/22/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Trying to communicate with the company to fix an issue with the loan closing
|
|
Web |
|
|
The week of XXXX XXXX, XXXX I sent a notarized copy of the DIRECTION TO CONVEY from the XXXX XXXX XXXX XXXX XXXX to NewRez, the current mortgage holder of the property. We needed NewRez to release consent since the property is in trust so we could move forward with the closing of the sale of the property. I followed up repeatedly to check the status of the " consent. '' The reps kept saying they saw my documentation but to call back the following day. We had to postpone the closing from XXXX XXXX, XXXX to XXXX XXXX, XXXX. However, on XXXX XXXX, last Friday, a rep named " XXXX '' advised me that her supervisor told us to move forward with the sale and that we would not need any consent. My atty who was on the call with me told XXXX the NewRez representative that the Title company required a " consent. 'XXXX XXXX spoke with a different supervisor and said, " I'm sorry but it will take XXXX more days for us to provide you with a consent so you will just have to lose the sale. '' It was disgraceful. Our buyer has graciously offered to reschedule closing for the first week of XX/XX/XXXX. Meanwhile we are unable to get any assistance from NewRez on providing us with the consent. They have all of the paperwork they indicated they needed but the frontline customer reps repeatedly state that they can't allow us to speak with the Loan Processing department which was sent our required documentation. XXXX has helped me in XXXX for another matter so this morning I'm reaching out to your team again. This makes no sense. I've attempted to reach out to the CEO via XXXX and XXXX but no one has responded. Please advise. All we need is a " consent '' from NewRez so we can sell the property.
|
| 12/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2019 I received notice from my prior mortgage servicer that my loan was being transferred to Shellpoint Mortgage Servicing ( " Shellpoint '' ) effective XX/XX/2019 and payments should be accepted by Shellpoint on or after XX/XX/2019 ( the " Notice '' ). The Notice from my prior servicer did not contain a new loan number, but rather referenced Shellpoint 's customer servicer phone number and address. Since such time of receipt the Notice, I have attempted to email and call Shellpoint approximately 20 times to locate an account number to process my mortgage payments. Many times I wait on hold for longer than 10 minutes, and have no success in obtaining an account number, being identified as a customer or successfully being escalated to a specialist for further research. Most recently on XX/XX/2019 I waited on hold for 42 minutes to only have the phone disconnect ( without any fault of mine ). I have also attempted to establish an online account with Shellpoint ; however without a loan number an account to process a mortgage payment can not be established. Additionally, I have connected with my prior servicer and lender over the phone and both confirm my loan has been transferred to Shellpoint. Moreover, my home owner 's insurance policy has been updated to name Shellpoint as the lienholder, which was communicated to me via US mail and contained an incorrect reference loan number on the communication. Lastly, on XX/XX/2019 Shellpoint requested I coldcall many other mortgage servicers to see if they had my loan and I was provided by a Shellpoint representative with 3 other phone numbers. Upon my calling of other mortgage servicers I was unable to locate a loan number.
|
| 05/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am the agent for XXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/2021 we paid off a mortgage in favor of New Rez pursuant to their closing instructions ( copies attached of the payoff and wire transfer ). In connection with closing XXXX made payment to the insurance company for the homeowners insurance premium due and delivered to the insurance agent on XX/XX/2021 ( copy of XXXX and proof of payment ) On XX/XX/2021, New Rez sent a revised payoff statement which included an additional payment for homeowners insurance that they had advanced from their escrow account. I immediately contacted the insurance agent and left a voicemail to ask that they void the check and send back to me so I could send the additional payment as part of the payoff to New Rez. The person who called me back indicated that the person who emptied their drop box would be doing so on Monday, XX/XX/2021. I received the voided check copy after business hours on XX/XX/XXXX ( copy of email attached ). At the end of the day on XX/XX/XXXX, New Rez returned our initial payoff wire and made a demand for additional interest from both the borrower and XXXX in the amount of $ XXXX ( copy attached ). I called New Rez customer service, spoke with XXXX XXXX and she said I would have to pay the additional interest even though they had made the original mistake and I had taken every step to help resolve on our end. On XX/XX/2021 XXXX placed a second wire to include the additional interest ( copy of wire attached ). I believe that the additional interest should be credited back to XXXX for refund to both XXXX and the borrower. I initiated an internal complaint with New Rez and stated I would be filing a complaint with CFPB..
|
| 02/14/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
My husband and I have been trying to get a loan modification with Shellpoint Mortgage Company for few months now. We are also working with our attorney ; three months ago he recommended we do a Chapter XXXX in the meanwhile try to get a loan modification with Shellpoint. The problem with the Chapter XXXX was that our trustee 's payment was raised during this time. On XX/XX/XXXX we submitted a loan modification package to Shellpoint Mortgage and we received a response from Shellpoint dated XX/XX/XXXX indicating they assigned a new specialist to assist us thru the lost mitigation process. We have made many attempts to get a hold of our specialist dedicated to our file but he never responded back. Every time we call they tell us they require more documents and every time we send them and come back with another request of forms or adjustments on forms. For example : they requested our XX/XX/XXXX-XX/XX/XXXX taxes and we complied. They told us to call back in a few days to follow up and I did only for them to tell me that they did not receive our taxes.
Finally after submitting a complain I hear back from our specialist. HE told us he had received a package. And that he was sending a realtor to our home to do a home appraisal. This was on a Monday. On wednesday we recieved a phone call from Shellpoint indicating that we are eligible for a loan modification. That we would have to give a XXXX down payment. They told us they would put everything in writting and mail it to us. Well on Friday evening we get a call from Shellpoint and they tell us sorry the investors would not approve the loan modification. And on Monday morning our home goes into Auction and we get foreclosed on.
|
| 04/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Our loan was sold to Shellpoint Loans after we refinanced. I attempted to contact Shellpoint several times during the transition process because I have been unable to access their online system. Shellpoint previously held a previous home loan of ours for a short period of time back in 2018, so when I tried to sign on with the new loan they are servicing, I got a blank screen. I spoke with a representative on the phone on XX/XX/XXXX, and they told me it would take 5 business days to get our information over ( the loan was transferred on XX/XX/XXXX ) so to call back Monday. I called back on the XXXX and they put in a ticket with IT. I was told it would take 5-7 business days and I would receive an email with the resolution and instructions on how to re-sign in ( after they wiped the old account associated with the email, and add a new one ). I never received an email. I called back again on XX/XX/XXXX. The representative told me she could see my old ticket and would put in another inquiry to IT. I never heard from anyone. I called back again on XX/XX/XXXX ( to pay my mortgage since I still could not log in ) and inquired about the ticket. I was told she put in a new ticket and she could see my old two tickets. She also submitted a complaint, which I was told would be followed up on within 2-3 business days from the complaint department. I still have heard nothing from Shellpoint and I still can not access the information about my loan online. I feel the company should return all the interest earned during the month of XXXX since they have not serviced my loan appropriately. I have not missed a payment and have called 4 times over six weeks with no resolution or follow up.
|
| 02/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I last contact the CFPB on XX/XX/XXXX regarding fraudulent activity from my mortgage servicer Shellpoint. I had been applying for mortgage assistance but Shellpoint mortgage kept denying my documents with out a proper review of my financial situation. Following filling the CFPB complaint I received a response back from Shellpoint which can be found on the responses from the last complaint from XX/XX/XXXX. A response back from XXXX XXXX XXXX Department Shellpoint MTG XXXX stated the following : As requested, an assumption review was completed on XX/XX/XXXX. After review of the Probate documents provided it appears the interest in the home was divided with only half of the interest in the home being appointed to you and the other half going to four other heirs. Therefore, because you do not have sole interest in the property, we are unable to continue reviewing the loan for an assumption. In order for Shellpoint to review you for an assumption of the loan, you would need to have sole interest in the property. A Quit Claim Deed could be obtained from the additional heirs showing they no longer have an interest in the property. a foreclosure sale is not scheduled at this time.
During my appeal period and working with Shellpoint in gathering the items they requested they have posted a foreclosure sale date on my home set for XX/XX/XXXX. I have recently submitted all documents on XX/XX/XXXX showing proof of what they requested and Shellpoint denied me on XX/XX/XXXX without again any proper review of my documents that they specifically asked for. During this time Shellpoint is direct violation of Dual Tracking Laws set forth by CFPB. I have attached all documents for review.
|
| 03/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage loan servicing was sold to Shellpoint Mortgage Servicing by XXXX & I received a letter from Shellpoint Mortgage Servicing, ( SMS ), on XX/XX/XXXX informing me that they are my new servicer! On XX/XX/XXXX I received another letter from SMS stating that I was two months behind & had not made my XXXX or XX/XX/ 2019 mortgage payments. When I called SMS I was informed I owed {$2400.00} which included past due payments of XXXX, servicing fee of XXXX, NSFI fee XXXX & an unapplied balance of ( XXXX ) & XXXX only transferred XXXX dollars for my impound Balance! SMS had placed my account in their loan mitigation department & are attempting collect a debt. I did make my XXXX and XX/XX/2019 payments to XXXX. On XX/XX/ 2019 I emailed, XXXX ' and faxed XXXX XXXX XXXX, SMS a copy of both my mortgage payment checks, front and back, showing that XXXX had cashed my checks. When I called SMS on XX/XX/ 2019 to get an update I was informed the email and fax number incorrect. I emailed & faxed the same information the new information, XXXX & XXXX XXXX XXXX, provided. It has finally been uploaded into SMS 's system!
Thirty days have been wasted & they won't move my file out of their lost mitigation department to customer service, I was not behind on my mortgage payments! I am not going to make any payment to SMS until they rectify my account. They will not escalate my file or allow me to speak with a manager or supervisor! They will not give me a time frame in which this mess will be resolved! I am being told that they are waiting on XXXX to determine if my payments were made even though I have given them indisputable evidence that XXXX received & cashed my mortgage payments!
|
| 03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
Hi, I have entered into a loan contract with NewRez LLC to refinance my mortgage. The loan number is XXXX and the agents handling my loan are XXXX XXXX ( XXXX ) XXXX XXXX ( XXXX ).
On XX/XX/XXXX at XXXX XXXX Mr. XXXX and I discussed the loan over the phone and agreed on the terms. In that call Mr. XXXX informed me that the requirement to conduct an appraisal had been " waived '' and that the loan was ready to proceed.
On XX/XX/XXXX I received an email from XXXX XXXX indicating that my loan has been approved. Upon emailing Mr. XXXX of the good news, he informed me that Ms. XXXX would be handling the closing from here on.
I attempted to contact Ms. XXXX several times between XX/XX/XXXX and XX/XX/XXXX to discuss the closing process. The attached log shows the calls.
On XX/XX/XXXX I received the closing disclosure, which described the final loan terms and closing costs. On XX/XX/XXXX ( today ) my wife and I signed the closing disclosure.
On XX/XX/XXXX Mr. XXXX informed be that despite being provided with the final loan terms and closing costs, and although having signed an agreement to proceed with closing, that now NewRez needs an appraisal. Conducting an appraisal at this point will impact the loan terms and closing costs, which were already finalized.
Mr XXXX informed me via email ( attached ) that the firms to which he intends to sell the loan to are requesting the appraisal and it is out of his hands.
I would like the CFPB to compel NewRez to honor the loan agreement that they offered and I signed and commence with closing. It is not my concern as a borrower if the resale market for my loan has changed and NewRez wants to change the terms as a result.
|
| 04/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
A NewRez customer service rep told me on a recorded line in early XXXX XXXX that my recast would be completed in early XX/XX/XXXX. It sill has not been completed. I have made over XXXX phone calls on recorded lines asking for the recast starting in early XX/XX/XXXX up until today and am now filing another complaint. I also sent a certified letter yesterday XX/XX/XXXX to their CEO demanding that the recast finally be done. In late XX/XX/XXXX, XXXX employee falsely told me on a recorded line that there was no such thing as a recast and the rest from XXXX XXXX to the present pretended they did not know anything about the recast procedure and NONE referred me to the recast department, All this is a XXXX tactic to not do recasts. In addition on XXXX XXXX, XXXX I was on a recorded line with a XXXX employee, myself and a representative of another lender, XXXX XXXX, so XXXX could confirm my payment history. I told everyone on the line that I was not refinancing with NewRez because they had not done my recast. The NewRez employee than stated she would file an internal complaint on my behalf to get the recast done. Since this was on a recorded line with two witnesses, obviously NewRez had my clear documented permission to do the recast. Still nothing has happened to date. NewRez finally sent a secure message with a recast form in very early XXXX but when I went to open it, it would not open. ( They already had my legal documented permission on a recorded line with XXXX witnesses as of XXXX XXXX, XXXX to do the recast so having me sign yet again for the recast was an unnecessary duplicate legal procedure and a delaying tactic ). Just game after game to avoid doing the recast.
|
| 06/12/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
I requested a Qualified Written Request from Shellpoint Mortgage. I alleged that they change the terms of my fixed rate mortgage ( with no prepayment penalty ) each month I pay more than the minimum payment amount. I allege they are penalizing me when I attempt to pre-pay my mortgage. Normally, every mortgage company I have dealt with ( until Shellpoint XXXX will apply the additional amount to the principal and push the due date for the next payment into the future, effectively shortening my loan. Shellpoint does n't do this. They apply the additional amount to the principal, then the RECALULATE the remaining principal and interest to maintain the original maturity date and require the next month 's payment in full. Their business practice end up making the loan appear younger and they end up collecting more interest than standard industry practices, but me as the consumer have no built in cushion to get ahead in my payments. Shellpoint 's response dated XXXX XXXX, 2015 states they feel my QFR does n't apply to them, that my complaint is n't about their servicing of the loan. They sent the original loan documents from the XXXX mortgage company XXXX as it happens that company did not recalculate my note each month I overpaid ) and restated what I said, with the exception of how they recalculate the loan every time more principal is paid than what is due. I would like to ensure they are NEVER allowed to purchase XXXX my loans in the future, as well as insist they can not recalculate the interest and principal ( amortization schedule ) to maintain the monthly payment amount and say they are n't changing the terms of my fixed rate mortgage when I pay down my principal.
|
| 04/03/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
its been a year and Shellpoint mortgage servicer is doing everything they can to hold onto the XXXX to repair my home. Where is the money I asked them in an interest bearing acct? They cant answer this question.They even had an inspector come to my home not telling me that they have a universal key and helped themselves into my home without permission several times not knowing until my neighbor said he was in my house too with hiim. My home is in foreclosure. The first half my insurance company paid out too much and wont help me get the money back. A contractor I hired took off with the first hallf. I order to release the funds Shellpoint said 50 percent will need to be done. Then fighting with them to understamd they asked for receipts. I provided many receipts. Then I provided an affidavid notarized stating i would be making the repairs myself, not good enoughThey complained could read ther, or illegible, not true. So then after more receipts equalling XXXX my point of contact XXXX XXXX in the loss draft dept says well the house has to be repaired 60 %, then XXXX, now XXXX percent must be completed. It took a year or more. Now she wants w-9s from the contractors. XXXXThese contractors have been notififed three XXXX of them died and I can not get. She has forced my home to go into forclosure because how can i pay for a mortgage and a rent? I am in the process of california mortgage assistance program to pay all of the money I owe and fees, ad i must be living in the home. So they have forced me and my chidren to live in the house with ice cold water and no heat.First they tol me there was no manager, then thery were all managers, my situation doesnt fit in a box.
|
| 06/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Subject : shellpoint Loan : XXXX ( Rate Correction ).
Dear CFPB & AG office : Greetings, attached are documents confirming the Shellpoint interest rate error that occurred on my loan in XX/XX/XXXX. Shellpoint raised my loan rate to 3.75 % in XX/XX/XXXX, ignoring the fact and document that XXXX XXXX Locked our loan rate in at 0.01 % for the life of the loan on XX/XX/XXXX ( Attached XXXX Document and loan statements ).
1. This error occurred 9 months ago and still has not been corrected, despite my continued phone and written communication and documentation to remedy this error with ShellPoint.
XXXX XXXX Locked our loan rate in at 0.01 % for the life of the loan on XX/XX/XXXX ( Attached XXXX Document and loan statements ).
Please credit my XX/XX/XXXX to Present loan payments to the principal of my loan and credit interest paid for these months back to my account.
I have Communicated this Shellpoint Interest Rate Error with the following Shellpoint Managers seeking their assistance in resolution via documentation and written contact. without success : 1 ). XXXX XXXX, 2 ). XXXX XXXX, 3 ). XXXX XXXX, and 4 ). XXXX XXXX as well as the 5 ). Shellpoint loan servicing department Shellpoint must correct their error by : 1. Correcting my Interest rate to the lifetime lock rate of 0.01 % for all months past and present of the loan.
2. Credit my account the over interest payments made since Shellpoint 's XX/XX/XXXX Interest change to 3.75 %.
2. Mail a New XXXX Corrected ( Interest Paid ) statement and 3. Correct XXXX interest paid statements to reflect the correct 0.01 % Rate.
Thank you for expediting this matter.
Regards, XXXX XXXX XXXX XXXX : ( XXXX ) XXXX
|
| 08/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
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1. In XXXX XXXX, we applied for a home loan modification due to financial hardship caused by family medical issues. In or around XX/XX/XXXX, we were denied home modification and was informed during the last week in XXXX by Supervisor XXXX XXXX in order to maintain our home from default proceedings, we would have to make an XX/XX/XXXX payment of {$1600.00}. In XX/XX/XXXX through XXXX XXXX, monthly payments of {$1700.00}. In XXXX XXXX, our monthly payments would return back to {$1300.00}. ShellPoint did acknowledge our medical hardship, However, our assigned Shellpoint representative XXXX XXXX did not informed us that Shellpoint was not a participant in President Obama 's HAMP program. In XXXX XXXX we were under the impression that we were applying for a HAMP Home Modification. We were not notified that we had the option of appealing the initial offer. The assigned single point of entry assigned to was never available to speak to us or answer any of our questions. He did not return calls at all, as per his company policy that calls should be return with in 48 hours. His coworkers always handled his calls and decision were made from third handed information in that we were not consulted for clearance by him. Options such as refinancing, home equity loans or options were not discussed or presented to us. Only options were the Company modification Program, Short Sale, or turn over the deed. The Company 's modification offer increased our monthly mortgage payments by approximately $ 300 monthly. We were denied having access to our mortgage holder. We were given a different company every time we asked and was advised not to call because they were hired to handle this.
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| 10/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
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Web |
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In XXXX, XXXX the mortgage company filed with the court paperwork about they wanted to move ahead with a foreclosure.
On XX/XX/XXXX My contact from a local HUD agency forwarded requests from the mortgage company for me to submit personal financial documentation in hopes of offering me a loan modification. This went on for over two months.
On XX/XX/XXXX the mortgage company offered me a XXXX XXXX XXXX. It assumed that I would make timely payments over the course of 3 months. Once that was successfully completed, they would send me a loan modification.
On XX/XX/XXXX my attorney informed me that the mortgage company filed a motion with the court to move forward with foreclosure on my house. This is a violation of 12 CFR 1024.41 ( g ) -i.e., taking steps to obtain a judgment and sale of your property while you were currently in a trial payment plan that a borrower had successfully completed.
On XX/XX/XXXX XXXX XXXX ruled in favor of the mortgage company to move forward with a XXXX 's Sale. No date had been set.
On XX/XX/XXXX I made my payment for XXXX. It was the final payment of my XXXX Payment Plan. I called my point of contact at the mortgage company. She verified that I successfully completed the TPP and they will be sending a loan modification within 30 days.
Also on XX/XX/XXXX my attorney filed objections to the Magistrates Decision granting a foreclosure judgment and has already filed a motion requesting a stay of the foreclosure proceedings based on my trial payment plan and expected loan modification offer.
You can call my point of contact at the mortgage company. Her name is XXXX XXXX. Her phone number is : XXXX ext. XXXX. Her email is : XXXX.
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| 06/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding the persistent harassment I have been experiencing from New Rez Mortgage Company. Previously known as Green Tree, they have disregarded my explicit instructions to contact me exclusively in writing, as stated in a letter on file from the time when the company was still Green Tree.
Despite my repeated requests during phone conversations for them to refrain from calling me, New Rez Mortgage Company continues to ignore my requests and cause me significant stress by persistently contacting me regarding my mortgage. This behavior is in direct violation of the letter in my file, which explicitly states that they should only communicate with me in writing.
I strongly urge New Rez Mortgage Company to thoroughly review my file, where they will find not only the aforementioned letter that they are blatantly violating but also my impeccable payment history. This payment history clearly indicates that my mortgage payments are consistently made on the last working day of each month.
I trust that the Consumer Financial Protection Bureau will take appropriate action, as you have done in the past, the complaint number for the former complaint is XXXX, in that complaint is where I also provided a letter to the mortgage company to contact me only in writing. I have also paid my mortgage by phone during the first quarter of 2023. When asked by their agent, if they could use my phone number to contact me I said no, they are not to contact me by phone, and if that call is recorded that is further proof that they are in violation of the no contact by phone request and is thus harassment.
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| 08/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Beginning XX/XX/2022 I began to make half my mortgage payments every 2 weeks on my pay day. The amount was {$940.00} every two weeks. Then in XXXX I received notices that my mortgage was overdue. I call and find out that my payments were not allocated to my mortgage and were placed in principal only. I called XX/XX/XXXX and complained and was told that they would reallocate the payments to my XXXX and XXXX mortgages. A couple weeks later I receive an alert from XXXX that NewRez reported my mortgage payment as 30days late!. I call NewRez and was told that I was up to date and they don't know what happened but that I should email a request for my that delinquent report to be removed. Then I see on my payment history that my XXXX payment was not paid even though I called on XX/XX/XXXX and allowed {$940.00} to be reallocated from Unapplied Payment to my XXXX mortgage and then authorized an additional {$940.00} so that I would be paid for my XXXX mortgage, conf # XXXX. Then I look again on XX/XX/XXXX and find that the associate on XX/XX/XXXX had put through for {$1800.00}! Not {$40.00} like I asked. So payment did not go through and NO ONE emailed or called me to alert me. I again requested {$940.00} to be put into my XXXX mortgage so I would be up to date confirmation # XXXX.
I was trying to be a responsible client and make my mortgage payments early and this company ends up reporting me to the credit bureaus and tanking my good credit! I keep asking them to reverse their reporting. I've requested through the phone AND email and I ve received no adequate response. Ii am a responsible homeowner and I should NOT be treated this way. Theu customer service is terrible!
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| 09/06/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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My mortgage insurance payment was due on XX/XX/2023, but Newrez, XXXX XXXX Shellpoint Mortgage didn't mail the payment until XX/XX/XXXX. They stated that they didn't received the renewal notice until XX/XX/XXXX. I received my renewal notice approximately XX/XX/XXXX or XX/XX/XXXX. They also stated they reach out to my agent XXXX XXXX at XXXX to get a physical address to mail the payment but didn't receive an answer. However, XXXX XXXX XXXX phone number XXXX is listed on the renewal notice.
My agent mailed a letter dated XX/XX/XXXX stating the payment had not been received, but I was working out of town and didn't received until I returned home on XX/XX/XXXX. No one never reached out to me via phone regarding the matter, as mail can get caught up or lost frequently. The payment wasn't received by XXXX XXXX ( XXXX XXXX ) until XX/XX/XXXX resulting in my policy being cancelled. However, the check was cashed by XXXX XXXX ( XXXX XXXX ). I received a check for the payment reimbursement dated XX/XX/XXXX.
On XX/XX/XXXX, I reached out to Newrez, XXXX XXXX and XXXX XXXX but I was told by all agencies there is nothing that they can be done. XXXX XXXX has stop writing policies in my parish and state. Trying to get homeowners coverage in my area is like trying to find a needle in a haystack.
I am being penalized for an error that is beyond my control. My question would be why are we ( consumers ) need an escrow account if payments are not going to be made on time and it ends up costing us more money.
This is unfair on all levels and this type of practice needs to be swiftly dealt with.
Thank you in advance for your help, it's greatly appreciated!
Regards, XXXX XXXX
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| 03/06/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I called Shellpoint Mortgage/New Rez to ask about assistance with my XXXX payment, the rep on the phone informed me that they could do a repayment plan, however, misrepresented the fact that I would be reported late on my account. I specifically confirmed with them that if I paid by the XXXX, my payment wouldn't be counted as late and the representative confirmed that it would not. However, when my credit was pulled to buy a new home in XXXX, XXXX and XXXX were marked late. I submitted a dispute to the credit bureaus, as well as directly with Shellpoint/New rez and nothing has been resolved. I have called Newrez/Shellpoint since XX/XX/XXXX and I am never able to speak to someone about my issue, they just redirect me to emails or links on their site. I have followed all of their guidance since XX/XX/XXXX to resolve this issue and the only thing I received was a letter on XX/XX/XXXX from them that did not address my issue, which was that their representative misrepresented information that resulted in my account being reported late to the credit bureaus. I have asked them kindly to please remove the two late payments as a cause of their employee, however I have not received any notice that they will. This has placed a huge burden on our current home search, as my XXXX XXXX dropped. I have asked Shellpoint/New Rez to review the call where their representative set up my auto pay and confirmed that it would not be late, however, they have failed to do so. I in fact made the payments on time for XXXX and XXXX, my account was set to autopay and it was confirmed with me that my payments would not be late. Had I known, I would have avoided this situation.
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| 11/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I, XXXX XXXX, am the realtor assisting borrower XXXX XXXX on a short sale for her property. ShellPoint Mortgage is the servicer and is violating state law during this settlement process.
1. ShellPoint uses an application ( Form 710 ) for this process. The application states that " No Documentation '' is required if there is a reduction of income. However, ShellPoint Mortgage is insisting that the borrower submit bank statements and state that on page 3 there is a mention of " type of income ''. This is not mentioned anywhere on page 3. In fact, no where in the entire application does it require XXXX XXXX to provide bank statements. ShellPoint is lying during the settlement process. The borrower is not required to submit bank statements.
See Form 710 and the ShellPoint Mortgage letter lying about their demands.
2. ShellPoint Mortgage has also stated that the Note Investor is the one demanding this income information. That investor is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as Trustee for the Certificateholders of XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX, Mortgage Pass-Through Certificates, Series XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX is attempting to act as an unlicensed mortgage servicer in Florida.
3. Further, ShellPoint is in violation of Florida Law by demanding to see a private trust document. The recorded Land Trust Deed specifically grants the Trustee XXXX XXXX, XXXX the power to sell the property. XXXX XXXX is registered as the Manager for XXXX XXXX, XXXX in the state of Florida. ShellPoint Mortgage has no need for the private Trust agreement. See attached Deed and registration with Florida showing XXXX XXXX as the manager.
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| 09/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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We fell behind on our mortgage payments because I could not work during covid 19 pandemic. We requested for forbearance and were granted forbearance effective XX/XX/XXXX through end of XX/XX/XXXX.
I was still not able to go back to work when forbearance ended, then we requested for another 6 months extension and were denied. According to XXXX XXXX, if a homeowner still had difficulty making monthly payments they were entitled to another 6 months forbearance extension, which we were denied.
After falling further behind on our monthly payments, we requested Shellpoint Mortgage several times to offer a workout that would bring our payments up to date, like : XXXX ) Put the delinquent amount at the end of the loan when we were just few months behind XXXX ) Adding the delinquent amount to regular payment over 5 year period.
XXXX ) In early XXXX when market interest rate dropped below 3 %, Shellpoint Mortgage turned a deaf ear on our repeated request to reduce our current rate of 4.625 % to make monthly payment more affordable.
As per letter ( uploaded ) dated XX/XX/XXXX Shellpoint Mortgage claimed we have not applied for any loss mitigation workout : Shellpoint acknowledged completed applications for modification ( letters uploaded ) as of these dates : XX/XX/XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX.
To make things worse, instead of offering any sort of loan modification Shellpoint Mortgage went ahead and foreclosed on our home ( letter uploaded dated XX/XX/XXXX ) Under Federal Law and California home owner bill of right it is illegal to start foreclosure proceedings when loan is under modification. ( Uploaded letter dated XX/XX/XXXX of completed application )
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| 11/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I've had my current mortgage since XXXX. It's been sold a few times.
It was bough earlier this year by Newrez. I received a letter dated XX/XX/XXXX that they didn't have documentation that I had required XXXX hazard insurance and they would be buying an expensive version of this insurance " for me ''. I called XXXX XXXX who confirmed that I did have this insurance with them ( I've had it for many years ) and that they had already informed Newrez when they bought my mortgage. They already had the info on file that Newrez had bought my mortgage. They uploaded the info *again* to Newrez while I was on the phone with them ( on XX/XX/XXXX ) and said it should all be good.
I called Newrez back on XX/XX/XXXX with this info and the details of my insurance. They claimed they did not have this info and I emailed them photos of my XXXX XXXX insurance *again myself*. The Newrez agent confirmed that she received these documents and uploaded them to my account and all should be good and that NewREz would cancel their plans to buy me expensive XXXX insurance and that I'd get a letter to that effect.
Instead, on XX/XX/XXXX I received a letter ( dated XX/XX/XXXX ) that was a " Second and final notice '' that i didn't have this HOA insurance and they planned to buy it for me at the ridiculous cost of $ XXXX ( my current insurance with XXXX XXXX is under XXXX XXXX ).
I now need to call NewRez a second time ( their hold time is long of course ) to fix this. Can your group be of assistance to assure this is fixed? Can NewRez be fined if this is a common practice of theirs? It smells like a scam to me to sell overpriced insurance to low-information homeowners. Thank you.
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| 10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Fees charged
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Web |
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I spoke with a representative from Shellpoint Mortgage regarding reinstating my loan. She advised me that I would have to pay XXXX XXXX XXXX XXXX XXXX dollars and seventy-five cents ( {$5400.00} ). At that time, I did not have the additional funds I only had XXXX XXXX XXXX dollars ( {$5000.00} ), but I advised her that I would have the rest of the money later. She advised me that if it rolled over to the next month, I would have to pay XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ( {$6900.00} ). I advised her that I could do that. I called back in yesterday and attempted to make the payment, and they advised me that I would have to pay XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( {$8900.00} ). I told them that this was not what I was quoted and asked for a manager. I then opened the account online and discovered that they were charging me additional attorney fees outside of what they had already paid the attorney. I asked for a fee schedule to show how the money was being applied to the attorney. They told me that I would have to request this online and it can take up to fourteen days ( XXXX ). I believe that the only amount that I owe is the seven payments XXXX payments at {$900.00}, XXXX payments at {$910.00}, and an attorney fee of {$1500.00} which is a total of {$7800.00}. I have only been in foreclosure status for XXXX until now, and the records I downloaded online show the legal fees that were sent over to the attorney in XXXX were {$620.00}, and the attorney fees for XXXX were {$870.00}. Shellpoint Mortgage is attempting to advise, that within six days the attorney has billed me an additional {$1200.00}. there's no way this can have happened.
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| 02/13/2019 |
Yes |
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- Trouble during payment process
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Web |
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The are harassing me indicating my mortgage is late. I completed the FHA Streamline Disaster Trial Period for which and I finally received my modification papers fro which I signed and had notarized on XX/XX/2018, sent that very day. It indicating my payment would be {$950.00} ( P/I of {$660.00} and Escrow {$280.00} ). And I continued to make payments was short whereas when I calculate what I paid vs what was paid out for T/I, I am well overpaid. Now they are saying on top of the escrow shortage, my mortgage is $ XXXX higher than what it was!? ( This is literally around the balance of my mortgage on the was around the balance of my mortgage on my XX/XX/2018 statement - I have copies of everything )! I was even getting charged monthly inspection fees when they weren't actually doing he inspection. They could not provide me only provide me with 1. I made several calls with only a few being returned. So I when I did speak to a CSR, I was told to report XXXX XXXX to HUD for which I did, only then did she start to respond since I sent email notification to the " Escalation department '' and CC her indicating. I have yet to hear back from them. It has been 517 DAYS and they still cant get this right. I am at whits end!! I don't even have access online to view what they are doing to my /account. Like they are being shady and hiding something. I told XXXX I AM NOT LATE, do not harass me and tell me I am and then she proceeds to tell me she will note I don't want to received ANY calls. NEVER did I say I didn't want to receive calls, I don't want the harassing calls saying I am late when I am not!? This is what happens when people are not capable of doing their job.
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| 10/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My loan was transferred to NewRez in XXXX of 2020 with a first payment due on XX/XX/2020. I began setting up my account with them immediately upon their instructions to go online and activate the account due to an incorrect last 4-digits of my SS #. Therefore, I was not able to complete the setup. Since I did not want to make my payments to an incorrect SS #, I immediately alerted New Rez. I called and the rep. told me that the reason why I was unable to get online is because the last digits is incorrect and told me what they have on file at NewRez. I told the rep that they have it incorrectly, and all of my closing documents showed my correct SS # so the error was internal at NewRez. They assured my this would be taken care of immediately. So I waited a few days and tried again. Same issue, they don't recognize my correct last 4-digis of my SS. #. I have made 6 calls to NewRez since XXXX and sent emails ( no response to email ), as of today, XX/XX/2020 when my payment is due, it is still not corrected. Needless to say, this has already been a bad experience and I have not even been with them for a full month. I am not comfortable sending a payment today with an incorrect SS #. It was suggested that I XXXX have to refinance again to correct this issue. No way I would want to do that!! I was told by the last rep on Monday that she will follow up with me to ensure that it's being done and call me ... crickets!!!. Even the company that transferred the loan to NewRez said they contacted them, that was futile, nothing changed.
I am exhausted and want an immediate resolution to this matter. I should not have to go thru so much just to pay my mortgage on time.
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| 06/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I agreed via a phone conversation with XXXX to a loan modification to bring my account current and adjust monthly payments. The agreement called for three monthly payments of {$1200.00}. beginning in XX/XX/XXXX. The first two payments were made on time as agreed, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, we received two certified notices of default with intent to accelerate dated XX/XX/XXXX. We also received three notices stating that the loan modification was no longer available and to contact the company for information about other " foreclosure alternatives. '' The company 's hours are Monday through Thursday, XXXX to XXXX and Friday, XXXX to XXXX. Since it was after XXXX when we received the certified letter, we had to wait until Monday to call. We spoke with XXXX, ID XXXX, who told us that we now had to talk with a " single point of contact, '' XXXX XXXX, at XXXX. We called him Monday morning. On Tuesday evening, after not receiving a return call, I called a second time. Once again, I got voicemail. I mentioned that we planned to work with a debt management company, and so I needed to know what our monthly payment would be moving forward. Very shortly, XXXX XXXX returned my call. Unfortunately, I was unable to answer. He asked me to return his call to XXXX, which is an outright scam. I called him a third time and once again left a message. I called the main number, XXXX, and was told that our point of contact is not XXXX XXXX but instead XXXX XXXX at XXXX. I have left two messages with her with no response. Please see the " additional comments '' section of the XX/XX/XXXX and XX/XX/XXXX statements regarding this modification agreement.
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| 02/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Good Evening, I am having a major issue once again with Shellpoint Mortgage Lending located in XXXX, SC. This is my second complaint through this Bureau.
In XXXX of XXXX Shellpoint reported my payment as late. After a lengthy dispute the late payment was overturned, and that XXXX a certified letter was issued to me by Shellpoint removing the late payment from my Credit. It was also supposedly reported to all Credit Bureaus. I had to file and additional dispute in XXXX of XXXX, because the late payment was never updated with XXXX. This issue was resolved after filing a complaint with Consumer Finance.
After all of that, the property in question was sold and the Loan was paid in full on XXXX of XXXX. Im currently in the process of building a new home, which is set to close on XX/XX/XXXX of XXXX. In XXXX of XXXX I had to file a dispute with XXXX, because Shellpoint had not updated my Mortgage or Payoff Since XXXX of XXXX. This issue was resolved at the beginning of XX/XX/XXXX, which leads to the problem at hand.
On XX/XX/XXXX Shellpoint updated my payoff information with XXXX. They also added the late payment from XXXX of XXXX that had already been removed. I have taken a major hit to my Credit before the completion of my new construction home prior to closing. I may lose my Home do to the incompetence, poor costumer service and illegal activity of Shellpoint Mortgage Servicing! You cant even escalate your call past an hourly customer service representative. I have never experienced this type of disregard for a person in my entire life.
If my Family loses our New Home do to Shellpoint Mortgage Servicing. I will definitely sue them to fullest extent.
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| 10/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2018 my loan with XXXX XXXX was sold to XXXX XXXX/Shellpoint Mtg Servicing. XXXX XXXX transferred my loan information to XXXX XXXX/Shellpoint with a negative escrow balance of {$480.00} for flood insurance. This was in error because I have had continuous flood insurance coverage since XX/XX/XXXX. I have never had an escrow account, as I pay all my taxes and insurances myself. I addressed it immediately with XX/XX/XXXX/Shellpoint because my first statement from them showed the negative escrow balance of {$480.00} and they added an escrow account and increased my 30 year fixed rate payment. I have called, faxed and emailed several times a month since XX/XX/2018 to get the corrections made. Each department says it's up to a different department to fix it. As of XX/XX/XXXX, I have repeatedly submitted evidence of continuous flood coverage dating back to XX/XX/XXXX including the letter from XXXX XXXX. XXXX XXXX will not help, they state they do not have any files or information ... that everything was sent to XXXXXX/XX/XXXX/Shellpoint. XX/XX/XXXX/Shellpoint puts me off continuously by stating a variety of non-sensical and non-applicable reasons for not making the correction. The last supervisor I have been speaking with in the Insurance Department ( XXXX XXXX ) states that " he is waiting for response from his contact at XXXX XXXX ''. This is FIVE MONTHS of being blown off by XX/XX/XXXX/Shellpoint ... all the while my FIXED Mortgage payment increased {$40.00} per month. I have NEVER had a missed or late payment on my mortgage and I do not want XX/XX/XXXX/Shellpoint messing up my excellent credit because they can not be bothered to correct the issue.
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| 12/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Our original home loan was through XXXX and then it was sold to newrz LLC. We were told by both companies that this would be a seamless process and that they are just picking up were XXXX left off. That is far from the truth. We have been with him for one month they have paid my homeowners insurance late causing a cancellation and then this morning I'm receiving another cancellation notice from the insurance company because changes need to be made. I In the original garbage that we received that all documentation insurance policies and everything will automatically be transferred and updated. I'm finding this out not to be true. I even called and had everything updated with my homeowners insurance. Had to call them a second time to ensure that it was updated. The lack of communication and transparency is very concerning.
I am not receiving any documentation letters and or instructions from the new company on why changes need to be made or even being informed of them. I'm seeing hundreds of complaints in regards to this company and their actions. I'm wanting to reach out to find ways to protect myself from them doing any more damage to my home to my finances or even my XXXX XXXX How should I proceed and how can I get someone to actually talk to at this company that actually knows what they're doing? I should not be in fear of losing my home or getting charged late fees for the ineptitudes of a company that has done this to so many people. I'm sure you can see from your reviews and people who have submitted as well as the XXXX XXXX XXXX That this is an ongoing trend I am very scared and nervous for what is the yet to come in the new year. Please help.
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| 01/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX was until just recently my mortgage loan servicer and I was having servicing issues with them as they were not treating me fairly with my requests for mortgage assistance. Not only were they not providing me with retention options, but now they have sent my loan to another servicer : Shellpoint Mortgage. I can only assume they did this to get rid of a problem loan. My family had some financial challenges when I suffered a reduction in hours at my job. We hung on the best we could to keep up with our mortgage payments, but ultimately fell behind. They provided me a modification to keep us in our home, but it was not affordable. Subsequently, I fell behind on my mortgage again while struggling to keep up with all of my financial obligations. We have rectified our financial situation and I am making more money than ever. Also, my job is now very secure and is providing me with plenty of overtime that will continue for years to come. However, when I tried to convey this to XXXX, they just insisted that there is nothing they can do. I see that the US Government fined XXXX XXXX XXXX for the way they serviced requests for assistance by homeowners, yet they still continue performing the same way as they did before. I believe the US Government also gave XXXX a consent order detailing exactly how they must treat requests for assistance, but I believe they have failed on my loan. XXXX was not being fair regarding my request for assistance.
I am hoping Shellpoint Mortgage doesn't treat us the same way, and my family could really use some assistance to save our home. We are now in foreclosure and are afraid that we will lose our home. Please help us fix this.
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| 06/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is a follow up to the previous complaint # XXXX.
The old complaint is listed below for reference*. The new information is the attached letter I obtained from my bank XXXX confirming that the checks indeed bounced. Apparently, the official bank statement ( showing the checks bounce ) was not enough and I had to go through the trouble of obtaining the bank letter as Shellpoint keeps stating that the checks were cashed by the bank. Nothing new, just another false statement by Shellpoint.
In violation of certain federal and state laws, Shellpoint is holding on to my escrow payments for over 7 months, since XX/XX/XXXX. Please help me get my escrow back!
Sincerely, XXXX XXXX -- -- -- -- ( * ) Text of the prior complaint # XXXX My name is XXXX XXXX XXXX I used to have a mortgage serviced by Shellpoint Mortgage Servicing ( " Shellpoint '' ), which got refinanced in the fall of XXXX.
Shellpoint used to collect escrow on the old mortgage, and when the mortgage got refinanced, Shellpoint refunded the escrow back to me via two checks in the amount of {$68.00} ( check # XXXX, issued XX/XX/XXXX ) and {$5400.00} ( check # XXXX, issued XX/XX/XXXX ). I got the checks in XXXX and deposited them right away, in a timely manner, on XX/XX/XXXX. Unfortunately, the checks bounced.
I have been in touch with Shellpoint ever since. Shellpoint gives a different story every time. Shellpoint asks for documents, promise to call back, to escalate, provide case numbers, escalated case numbers, etc, etc. Their last story is " the checks got cashed ''. I did not cash the checks.
I need to get my money back.
Please help me get my money back.
Sincerely, XXXX XXXX XXXX
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| 07/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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There's a whole long story about how I got to the point of needing a loan modification and I won't go into it unless requested to do so.
However, I did need a modification and Shellpoint Mortgage provided it.
When the process began I owed approximately {$34000.00} on my property and had a little over three years left on a fifteen year loan with a 6.25 % interest rate. My late husband and I had taken that loan because we were both working and could make the payments. However, when he passed, it was very difficult for me to make the payments on my own so I asked my mortgage company ( I think it was XXXX ) to rewrite the loan at a lower interest rate and in my name only which they refused to do. I kept asking and finally, after one of their employees told me they wouldn't do anything as long as I was up to date, I let the payment get behind. This, I believe, was in XXXX
Didn't do me a bit of good. After a few lawyer letters, foreclosure loomed and Shellpoint came into the picture.
I now have a forty year mortgage ( I was XXXX when this all occurred and will be XXXX when/if I can ever get this paid off ), at a 6.25 % rate ( even though rates have been very low since way before that! ) and my balance is {$68000.00}. My house needs lots of work and is currently worth Iess than {$90000.00}. I can't even sell and make enough to move.
I am retired and working part time to supplement my social security income but I just know I can't do this until I'm XXXX!. I feel trapped like the proverbial rat.
Do you think I have a case? Do you have any recommendations for a lawyer? Is a real estate lawyer what I need?
Thank you for any guidance you can provide,
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| 01/22/2024 |
Yes |
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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The Shellpoint Mortgage company escrow analysis is wrong.
They are saying that I was negative XXXX in escrow.
However, today this changed to another amount XXXX XXXX XXXX So according to their math, they are saying that I did not make any escrow payments last year at all. My homeowners insurance was {$4700.00} and taxes were {$1700.00}. The total being {$6400.00}.
When reviewing this information I have found that they did not apply escrow payments to my account as I was making payments. I average 3-6 months ahead on all of my mortgage payments generally making monthly plus payments. Those payments include a portion that goes to escrow for each payment automatically.
They have added this negative balance to my current mortgage payment changing my monthly escrow to {$1000.00}. This literally means that I will be paying XXXX a year in escrow.
As of XXXX XXXX XXXX ( according to my account ledger ) my escrow balance is a positive {$870.00}. This is after my XX/XX/XXXX taxes were paid in the amount of {$1700.00}. Yet they say I am negative as of XXXX in the amount of XXXX plus.
My homeowners insurance has yet to be determined as the insurance company non-renewed my homeowners insurance.
I have been on the phone with the mortgage company and each time I have to go over this again and again. They finally see what I am talking about and promise to have it reviewed. Next time I call? I get to start all over again because no one did anything the first time. Just telling me whatever I want to hear just to get me off the phone.
My house payment went from {$750.00} to {$1500.00} due to their mistake.
Apparently, I am not going to get anywhere with them.
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| 04/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I submitted a complaint to CFPB regarding inappropriate actions taken by Shellpoint Mortgage/New Rez, the mortgage servicer who services my home loan. Shellpoint was not paying my taxes on time despite receiving monthly escrows and constant phone calls from me urging them to correct this error. On XX/XX/XXXX I contacted CFPB for a status update since I hadn't received any feedback. In turn, CFPB shared a letter addressed from Shellpoint to me indicating that they acknowledge the error ( see attached ). However, Shellpoint also said that due to anticipated tax increases my escrow payments will be increased.This is not accurate because ( 1 ) my property taxes have not changed and are not scheduled to change anytime soon ( see attached tax bill for 2020 ), ( 2 ) in NJ property taxes do not change unless your property has been altered, which is not the case in my situation and 3 ) taxes are determined XX/XX/XXXX of the previous year, so my taxes are pre-determined. " In New Jersey, taxes on real property -- land and structures -- are assessed based on their value on the first day of XXXX of the year that precedes the first installment of the tax bill. Your property tax bill is divided into four installments due on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. '' I have been in the same house for nearly 17 years.
Based on the above, there is no basis for Shellpoint to increase my escrows. Again, my desired resolution here is to be allowed to pay my taxes directly as I do not trust the practices of Shellpoint ; they are known to be nefarious.
cc : NJ Consumer Affairs Attorney General Office of NJ Department of Banking & Insurance of NJ
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| 08/25/2018 |
Yes |
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- Struggling to pay mortgage
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Web |
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It is absolutely frustrating and painful that after two and a half years of constant request of a work out plan, I get no resolution to benefit my family.
Just to familiarize you with my hardship : I am a single parent with XXXX children. It all began when in XXXX I requested a work out plan from Shell point.
I had lost my business after losing two major contracts and due to a fall disable for several months. This has been a horrific experience.
I immediately reach out to Shell Point servicing and explained my situation. It was then that I was told to prepare loan modification package and explain my hardship. I have provided over six packages to Shell point services and XXXX and XXXX attorneys for Shell point. I attended all settlement conferences in court. On XX/XX/XXXX at my conference appearance Shell point requested I provide a P & L. On XX/XX/XXXX I was advice of another conference scheduled for XX/XX/XXXX.
All documents then were submitted.
On XX/XX/XXXX I called XXXX XXXX XXXX 's office and confirmed documents were received..
It was on XX/XX/XXXX that I found out that Mr. XXXX XXXX was my point of contact .. Mr .XXXX was contacted again on XX/XX/XXXX requested the same documents. This went on and on. I have evidence that and feel that I was given the run around. I FEEL THEY NEVER ACTED IN GOOD FAITH. I HAVE NOW OBTAIN AN ATTORNEY IMMEDIATELY AFTER FOUND OUT MY HOME WS SOLD TO TH E BANK .I WAS IN THE MIDDLE OF A LOAN MODIFICATION PROVIDING UP DATED PAPER WORK, I AM PLEADING THAT THEY ALLOW ME TO KEEP MY HOME. I WANT MY HOME BACK PLEASE. I AM CONFIDENT that I am able to afford my home now.
My monthly average income is {$50000.00} a month.
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| 03/07/2021 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX I received notices that my taxes where not paid. In contacting with nee rez was told to file on line. My township tax was due in XX/XX/XXXX and was taken from escrow account but tax collector never received. My school tax was taken out of escrow in XXXX and never paid as well. My township tax didnt appear on my escrow account at all.
After multiple letters telling me they needed more time to investigate the school tax got paid in XXXX but I was also charged most of the late fees in my escrow account. After contacting them again and more letters asking for more time to investigate in XXXX I filed a complaint with the pa dept of banking. Still getting letters they need more time their came to their first deadline with them of XX/XX/XXXX and asked for more time with them. They extended till XX/XX/XXXX and still taxes not paid and now turned over to XXXX XXXX XXXX.
Contacted the pa dept of banking on XX/XX/XXXX who states she got a phone call from a mr.XXXX at new rez that states my taxes will be paid. But until she receives in writing she cant follow up any further.
How is money removed from escrow and bills not paid. Feeling like I'm in a potsy scam that they steal taking from one and moving money around and not paying the bills they are reporting.
My taxes for XXXX are coming due in XXXX again. Is this going to continue? How is my taxes turned over to the collection bureau going to impact my credit score? When will XXXX taxes get paid and will they return the late fees they back charged me? I want them held accountable for what I feel is illegal handling of my funds. I entrusted them with my payments to make my tax payments.
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| 11/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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There were so many issues with the closing of my loan. First off, the disclosure had the incorrect rate. Then contrary to my request another disclosure showed that I would be receiving cash back at closing. That happened twice ... My frustrating situation was escalated to a loan processing manager- XXXX XXXX . As the disclosure was still showing I would be receiving cash back and the process to get it fixed is quite time consuming once again delaying the closing, he offered me a {$200.00} Visa Gift card to instead apply the cash back towards principal. I accepted the offer to move forward with the loan with the disclosure as it was. This was in XX/XX/2020. About a month after my loan closed I followed up with XXXX to see about the gift card as I had not received it yet. He let me know that it was pending approval in accounting. About 3 weeks later I followed up again with no response ... A month later I reached out again with no response. Another month later I reached out ( XX/XX/XXXX ) and he said he was under the impression the gift card was already mailed out and that he would ensure it goes out that week. Still no gift card after that communication. In XXXX I contacted him again. He wrote that he had reached out several times for my gift card. To this day ( XX/XX/XXXX ) I still do not have the promised {$200.00} Visa gift card. It has been 6 months now since the closing of my loan. I feel I have been falsely promised something I would never receive just so I would agree to move forward with my loan without having the final disclosure updated again. In spite of that, at the end of my refinance I had 5 different versions of my closing disclosure!
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| 10/15/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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I submitted a complaint ( complaint ID XXXX ) dated XX/XX/XXXX to Shellpoint regarding a mortgage debt collection that I do not owe. I provided an official document from the court dated XX/XX/XXXX, which stating " That in exchange for getting out of the mortgage and for Fannie Mae to take ownership of the property, there shall be no further obligations, now or in the future, for ( me ) ''.
A response letter dated XX/XX/XXXX by XXXX XXXX, Compliance Department, Shellpoint Mortgage Servicing, stated " The documentation you provided may release your rights to the property, however, it does not release your financial obligation. ". XXXX XXXX also wrote " Finally, Shellpoint respectfully declines your request for compensation requested for your sibling. Shellpoint does not condone harassment or unprofessional communication with consumers as it is our goal to adhere to all state and federal laws and regulations concerning the servicing of loans ''.
The property is owned by XXXX XXXX since the court date of XX/XX/XXXX. I am not responsible and can not be held liable for any liability/obligations, financial or non-financial, for this property.
Shellpoint is violating my privacy rights to continue sending collection and communications to me regarding this property via registered and non-registered mails to my address in XXXX.
Shellpoint should contact Fannie Mae as this property is owned by Fannie Mae.
If Shellpoint continues to send letters via registered or non-registered mail, to my address in XXXX, what do you suggest my next legal step should be?
Is a private company allowed to continue to ignore and violate my privacy rights?
Best, XXXX
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| 05/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint is my mortgage company. I pay monthly, {$780.00}, on time every month via my bank 's bill pay feature.
Beginning in XXXX I paid {$880.00} ... an extra {$100.00} on top on my {$780.00} due so I could pay off principal faster.
Also beginning in XXXX, Shellpoint stopped posting my payments. The ONLY change was that I started paying extra- same timing, same pathway, same everything else.
Shellpoint indicates they can not locate the payments despite me providing them bank transaction confirmation. They want a cancelled check- never mind that I have ALWAYS paid this bill electronically. Who pays with checks anymore??
Shellpoint neglected to inform me they were not posting my payments- I see the money deducted from my bank account and sent to them, and logically assume my bills are paid. They have my payments. Wouldn't you think a mortgage company would figure out where payments should be posted in their system and not just disappear?
The FIRST indication of a problem was when XXXX texted me with a drop in my credit score.
I called Shellpoint and have gotten nowhere. They refuse to acknowledge their error and refuse to right my account or to even look to see where they allocated my payments. EXTREMELY FRUSTRATING.
So in summary : I pay my mortgage every month, never miss a month. Shellpoint took my money but hasn't posted it. My credit score is dropping because they ( fraudulently ) notified the credit agencies I was in arrears ( I was not ). And they added late fees.
DO NOT USE SHELLPOINT. My mortgage was with another company that sold it to Shellpoint- they have horrible customer service and even worse business practices. Avoid them.
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| 11/01/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My current mortgage is with NewRez. My loan ID no. XXXX.
I am in the process of refinancing my loan to a lower interest rate with XXXX XXXX. My original closing was suppose to happen by the end of XX/XX/XXXX but now I am scheduled to close on XX/XX/2019.
NewRez sent an updated loan payoff letter that included an additional amount for my property taxes {$2300.00}.
My escrow account at new Rez has a balance of {$2600.00}.
I contacted the customer service at New Rez on XX/XX/2019 and requested a new payoff letter that did not include the amount for property taxes and after placing me on hold and checking with a supervisor the rep came back to the phone and told me that the new letter would be emailed that day. The letter was never sent.
Myself and the loan officer from XXXX XXXX called new Rez today and was told that the payoff letter would not be changed. I asked to speak with someone in the loan servicing department and was told that I could not be transferred to that department.
I have sent an email to the loan servicing department and waiting for a response. If I am not provided with a corrected loan payoff letter I will be forced to either delay my closing again or try to come up with {$2300.00} for closing in less than 24 hours.
New Rez is currently holding {$2600.00} in my escrow account but yet they are forcing me to pay an additional {$2300.00} to be able to refinance my loan.
I was told by the customer service and the customer service supervisor that is their procedure and when I asked to speak to her supervisor I was told that XXXX XXXX was not available and that if she was available Ms XXXX would give me the same response.
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| 06/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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New Rez became our mortgage servicer a few months ago ( XXXX XXXX was the original servicer ), and they placed insurance on the property because they did not secure proper documentation from XXXX XXXX indicating that we already had that. Once they informed us, we quickly sent them the necessary information. On XX/XX/XXXX, we have a letter from new Rez indicating that we had successfully proven our insurance coverage on the property and the lender placed insurance was removed. On our XXXX mortgage statement, we observed the cost of the lender placed insurance along with a refund for that amount in full on XX/XX/XXXX, indicating indeed that our lender placed insurance was removed. Nonetheless, our mortgage payments went up as a result. I called customer service and they told me that our escrow balance was indicating a shortage because of that lender placed insurance so I had to request an escrow analysis. I did so in the beginning of XXXX. They told me it could take up to 2 weeks for the analysis to be done but once it was, the payment should revert back to the original amount. It has still not reverted despite numerous attempts to call and email them. I called customer service, got bounced around a lot on the phone with no one able to provide any semblance of an explanation for why the payments were still high. On my last call, the representative told me that the lender placed insurance was still indicated on my loan, even though they had sent me a letter 60 days prior saying it was removed. I emailed loan servicing and got no response ( now 8 days ago ). Meanwhile, my payment has still not been adjusted, so they are stealing money each month.
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| 05/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Good afternoon, I am reaching out today inquiring about a traumatic experience that happened to me some years ago and is past the statue of limitations period. I reached out to the fraud division years ago also reaching out to our Attorney General 's Office. Multiple times.
I was the victim of an elaborate housing market scam in late XXXX during the housing market collapse. I was presented an opportunity with a person whos portfolio seemed solid and since I was very young I trusted them. At the time I was working for the state of Delaware as a pay grade XXXX or XXXX barely making XXXX, working with this person who informed me that flipping homes is a great investment and they would help me with whatever I needed.
At the time I did not have much credit, but it also wasnt poor credit either, this person was able to scam and forge documentation to the point I was given a XXXX loan to flip a property at the following link.
XXXXXXXX XXXX XXXXXXXX The person attended the closing with me, the lawyer kept asking me if I was SURE this is what I wanted, but I trusted them and said yes. After closing was complete, I never saw or heard from this person again for years. I also found out that the person who helped me was working with the seller of the home. Home was never finished, and when going to the county for answers I found that the property did not have water pipes, and was not even a residential property at all. I have found out that others have also been scammed and records show the father of the person who scammed me was the seller.
Also documents will show a misuse of my middle and hyphenated last name which proves that documents were forged.
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| 06/01/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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This is a complaint regarding an unethical mortgage SHELLPOINT MORTGAGE SERVICING. THE COMPANY HAS LIED AND FAILED TO OPT IN TO ACCEPT THE HELP OFFERED FROM KEEP MY HOME CALIF. the company shrllpoint single point of contact is a scam and fraud for 8 months he never returned any phone calls Everytime we call he has answering service never a live person we emailed and faxed the loan modification documents 17 times but shellpoint XXXX XXXX AND XXXX XXXX HAVE DONE NOTHING TO HELP no loan mod no principal reduction nothing. Once we were working with keep my home calif we informed the SHELLPOINT PHONE REPS AND EVENTUALLY ONXX/XX/XXXX we received the attached Notice of approval pending a loan modification from Shellpoint. Shellpoint point repeatedly lied stating they would wait and accept keep my home California program for principal reduction and loan mod but once the notice was issue shellpont has been u ethical when we call they lie and say they never heard from keep my home Calif at all. Now we know this is FALSE as SHELLPOINT INTENTIONALLY MAIKED A LETTER ON XX/XX/XXXX MAKING SURE IT WOULD NOT BE RECEIVED UNTIL XX/XX/XXXX AFTER THE XXXX XXXX XXXX AND THE LETTER BULLY THREATEN US TO MAKE 3 TRIAL PAYMENTS OF {$2400.00} a month when our income is only {$500.00} a week. The payments are NOT Affordable AND THE LETTER SAYS WE HAVE TP MAKE A Down Payment BY XX/XX/XXXX OF {$2400.00} or SHELLPOINT WILL FORECLOSE. XXXX XXXX AND XXXX XXXX HAVE NO ETHICS AND NO MORALS. THEY HAVE FAILED TO ACCEPT THE KEEP MY HOME CALIF PROGRAM TO BRING OUR UNDERWATER UPSIDE DOWN MORTGAGE CURRENT. They DO NOT TRY TO HELP HOMEOWNERS. SHELLPOINT IS ENGAGED IN Unethical ACTIVITY.
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| 08/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We previously filed a complaint with the CFPB regarding our mortgage lender NewRez. Though we still feel the issue is unresolved and are pursuing further action, we have a new issue that is unique and requires separate follow up.
The issue, in short, is that we were unnecessarily charged return payment fees and late fees, which NewRez has refused to review. NewRez charged us for return payment fees due to " no account '' after we attempted to pay our mortgage by phone on XX/XX/22 and again on XX/XX/22 when the first payment didn't post to our account. I dictated the account number correctly by phone but it was entered incorrectly by a NewRez agent. NewRez has refused to review the call as requested based on the response attached. It took another 2 attempts to pay the mortgage because on XX/XX/22, NewRez informed me that their system errored out when I attempted to pay and they could not process the payment. I was finally able to pay by phone on XX/XX/22 and the payment was withdrawn. I was then charged {$270.00} in return and late fees due to an error made by NewRez dating back to XX/XX/22. I spoke with a NewRez customer service representative on XX/XX/22 who informed me that I could not get these fees reviewed or removed through her. She instructed me to go online and submit a complaint through the NewRez website. On XX/XX/22, I did just that. However, NewRez responded that this issue ( see attached ) has already been reviewed and a new investigation would not be conducted. That is untrue. This is a separate issue and requires NewRez to do their due diligence and investigate as requested by their customer who using the appropriate channels.
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| 06/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have an issue with New Rez Mortgage. Their customer service number is XXXX.
My mortgage loan is held by New Rez, and the number is XXXX.
On XXXX I made a payment of {$1800.00} and XXXX I made payment of {$1400.00}. These payments were inteded for the XXXX mortgage payment of {$2800.00}. These I was unable ot make the payment all at once due to financial hardship. The sum of these monies was placed in " unapplied payments '' and ultimately ended up being placed as payments toward the principal agains my will. I have called the company eight times ( XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and twice today on XXXX in addition to having send several written requests ) times to have the issue resolved. Two tickets were requestesd, I've escalated to mamangment three times, and each time I have been told that my request is being handled. It has not been. I am afraid of losing my home due to the issue not being resolved. I am afraid of my credit and mortgage history being impacted negatively due to their inability to correct their mistakes. I have encurred over {$500.00} in late fees that New Rez said would all be refunded because of this. Today I was assured by manager XXXX XXXX that the issue would be resolved. I do not have any faith in this promise. I need help resolving this issue as it is a great cause of stress and worry as well as a financial stress that puts my family in a position of not eating and paying bills.
Complete and full payments have been made every month, on time since that date.
Thank you so much for any help you can provide!
Warmly, XXXX XXXX XXXX XXXX XXXX XXXX, Ca. XXXX ( XXXX XXXX XXXX XXXX XXXX
|
| 10/03/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
Older American |
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XX/XX/XXXX : I called XXXX XXXX about refinancing a rental cottage. They told me my credit report showed house was discharged ( lost ) in a bankruptcy. So I can not refinance. Rep told me XXXX never reaffirmed that I was paying.
I called XXXX mortgage. They say their Bankruptcy dept will look into it. I could call back in a few days to see if they 've done anything (!! ) I checked the 3 Credit Reports. All of them show the following incorrect information : 1. That my cottage mortgage to XXXX was discharged in bankruptcy and now was closed.
TRUTH ; It was not discharged. While it was on the bankruptcy list, I missed 3 payments to XXXX. Judge allowed me to keep the property. XXXX transferred the note to Shellpoint, who has a debt service contract with them. Shellpoint assigned a new acct number.
I paid the back payments and then made every monthly payment.
After a year of making EVERY payment, Shellpoint transferred note back to XXXX. XXXX used the original loan number.
HOWEVER, XXXX NEVER REAFFIRMED MY PAYMENTS.
Sidebar : XXXX also did not pay the taxes due XX/XX/XXXX because they said a ) insufficient funds in escrow even though I had been assuming they were collecting tax funds needed and b ) XXXX county allowed them to pay in XX/XX/XXXX. Result : I did not get the XX/XX/XXXX tax credit for taxes paid! They should be closed for this incompetency. If insufficient funds, it was their fault. I paid the mortgage and escrow!
2. My credit reports ( 3 ) state that my mortgage to XXXXShellpoint was discharged in bankruptcy and then just listed as transferred.
RESULT : IT APPEARS I LOST TWO HOUSES IN BANKRUPTCY WHEN I DID N'T LOSE ANY!
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| 02/15/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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This is a continued problem with from my prior complaint with XXXX XXXX, today the XX/XX/XXXX XXXX says they are turning down the modification that Shellpoint sent them because XXXX page was not filled out, and are proceeding with the foreclosure.
Shellpoint sent me the documents according to my files in XX/XX/XXXX and I returned and had them signed notarized as Shellpoint had requested me to do. There was only XXXX document that could not be signed that was the loan assumption because it had my Mom 's name on it, she is dead ( XX/XX/XXXX ) and Shellpoint knew this and yet continued to raise my Mom from the dead and then again rebury her and send things to the Estate of XXXX XXXX XXXX.
I signed everything that I was sent and sent them back.
So Shellpoint had lots of time to go through all the documents and see that everything was right before they sent them on to XXXX and sold the loan to XXXX sometime in XXXX, and Contact me.
Now, comes XXXX to tell me that the XXXX missed XXXX page that he did not fill out and for that reason they are not going to honor the Shellpoint loan modification. I am waiting for these modification documents to be returned to me from XXXX, so that I can give them to my attorney. If XXXX has an issue it's not with me, they got a loan that the package should have been completed by Shellpoint, and checked off, bye Shellpoint not by me, I did not sell XXXX the loan Shellpoint did. XXXX 's argument should be with XXXX not with me, and my Modification should still be good I had no control over the documents after they are submitted to Shellpoint and sat with Shellpoint till XXXX bought the loan sometime in mid XXXX.
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| 02/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage was taken out on my home almost 7 years ago. Since my mortgage, I have made my monthly payment on time, every month. That is almost 80 months in a row of on time payment. My previous servicer, XXXX, required me to maintain a reasonable escrow amount. In XXXX, New Rez purchased the servicing rights to my mortgage. After 6 years, they arbitrarily decided that I am required to keep 1/6 of my anticipated annual escrow payments. This is not a minimum cited in the Texas statutes, but a figure that the escrow balance " can be up to 1/6 ''. To be clear, this is the maximum they can maintain, not the " required '' amount. NewRez for the second year in a row since purchasing the servicing rights, is jacking up my escrow amount to the maximum, even though their own escrow analysis indicates that at no point did my balance go below {$1100.00} in reserve in the previous year and it is projected to be no less that almost {$800.00} in the next 14 months. The " required amount '' they claim is not a legal nor regulatory requirement.
Additionally, after complaining twice to the CFPB about NewRez 's escrow practice, and the Texas Attorney General 's office, NewRez sent me an escrow refund of over {$150.00} last year. If my balance contained enough of a cushion that they refunded me money in XXXX, why are they jacking up my escrow requirement to the maximum again. I implore the CFPB to open an investigation into NewRez. They have abusive mortgage servicing practices that cause real consumer harm. They purchase servicing rights to mortgages, like mine, then immediately required unreasonable and unnecessary escrow balances of these new customers.
|
| 01/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My Wife and I own a property that has a mortgage originated by XXXX XXXX XXXX. XXXX sold the loan to New Rez who now holds the note and deed of trust. The lien was mistakenly filed against the house twice. First on XX/XX/XXXX and then again on XX/XX/XXXX for the same amount. Just to be clear, we only have one loan with New Rez/XXXX. I am in the process of refinancing this loan with another lender but it requires that New Rez file a reconveyance of the erroneously filed lien in order to clear title. The title company we are working with has contacted New Rez three time ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ), I have contacted them twice ( XX/XX/XXXX and XX/XX/XXXX ). Each time I ask to speak to a supervisor and am told that no supervisor is available. The first time I was on the phone with them for 19 minutes and 40 seconds, the second time I spent 21 minutes and 31 seconds. The bulk of that time is spent trying to get a supervisor on the phone after briefly explaining the situation, to no avail. The first time I was told that a supervisor would be calling me back the same day and the second time I was told it would take 1 to 2 business days to get a call back ( today is a Saturday ). This is an issue because my rate lock is expiring and even a tenth of a percent change in the mortgage rate will wind up costing me tens of thousands of dollars over the life of the loan.
New Rez has shown zero interest in resolving the issue and has consistently refused to even allow myself or the title company to speak to a supervisor. I can not and will not pay the mortgage twice which seems to be the only way they will release the lien at this point.
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| 06/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Under Unfair, Deceptive or Abusive Acts or Practices, I the consumer suffered financial injury from Shellpoint Mortgage Servicing. The injury in reference that I the consumer suffered financially was excessive interest and other fees added to the loan. Many changes to the loan occurred and numerous fees in various amounts were submitted to the credit bureaus and law firms yet over {$200000.00} was added the modification amount.
The excessive interest fees and other fees of over {$200000.00} was added to mortgage amount of {$150000.00}. Initially approximately {$160000.00} outstanding was the amount reported to the credit bureau until Shellpoint removed that amount and underwriting added over {$200000.00} in fees. Also my attorney, XXXX XXXX with XXXXXXXX XXXX XXXXXXXX XXXX XXXX worked on a modification and the amount stated owed was much less and not over {$200000.00} to add to the back of the loan. The modification was sent to Attorney XXXX XXXX from XX/XX/2020 and it took until XXXX before I received the modification after sending the paperwork to the Shellpoint on four occasions. The fees were excessive and to date I have not received request information from Shellpoint justifying or validating the debt. The response and documents sent was basic to my QWR and the following still remains outstanding XXXX Questions # 3, 5, 6, 7, 8, 9, 10, 11, 12, 13, 23 ) from the Qualified Written Request ( QWR ) to make any of verification. This is violation of Section 1463 ( c ) Shellpoint excessive fees were harmful and increases the mortgage amount and terms of the loan. Intial terms was changes from what was sent in XX/XX/2020 to Attorney XXXX.
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| 07/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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You are about to hear the craziest story. NewRez LLC NMLS # XXXX automatically put me on covid assistance when I didn't ask to be put on it. I found this out in XX/XX/2020 when they didn't take automatic payment that has been set up since the beginning of my loan. In XXXX I noticed my payment was not taken out of my back account and called and questioned why it was not taken out. At that time they told me that they enrolled everyone in this program which I questioned and asked if that was legal. I told them that i didn't ask to be signed up for this program and to remove me right away and put my regular status back on Let 's fast forward two months later. I was out of town and just got back and had letters in my mailbox that i was delinquent on my payments and they reported me to the credit bureau. I called and quested this and once again was given an excuse to why it happened. They gave me some excuse and told me they forgot to turn back on my autopay. I feel like this company is trying to report me and raise my rate for being delinquent or trying to foreclose my house. When I called, they once again made it seem like it was my fault. Its seems like this is highly illegal for someone to sign me up in a program that I never asked to be put into. Then they mess up my payment structure and hold me accountable. I asked for them to send me a letter or email explaining what they did because I don't want to mess up my credit and they said they would but I never received it. I would love your help. This company has been nothing but shady since they purchased my load. THese types of companies should not be allowed to purchase loans. Thanks XXXX
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| 10/12/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Application denials
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Web |
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I am following up to the CFPB Response I received yesterday regarding a mortgage loan assumption. It appears that NewRez is refusing to waive my late fees, which I am willing to let go because XXXX XXXX issue is pertaining to the loan assumption which is to be completed by my mother XXXX. The response stated that underwriting declined XXXX for the loan assumption due to no record of a housing payment on her credit history or having a rental agreement.
At the time of the Loan Assumption application, I have stated on NUMEROUS occasions that XXXX DOES NOT pay any mortgage or rental expenses associated with the existing XXXX Loan. I also explained the original letter of explanation had a typo. The first payment XXXX made on the loan was in XX/XX/2023. I have once again attached the explanation letter the underwriting team is refusing to accept. The guidelines for an FHA XXXX do not require previous rental or mortgage history. I took my original XXXX XXXX out and did not have to provide any of this information. It is rather clear, that NewRez is purposing not pursing a loan assumption for XXXX because they do not want to honor the original interest rate of 2.75 %. I am demanding this be escalated to Underwriting XXXX and the XXXX of your organization. I refuse to wait another year to have this account reviewed for a loan assumption. This is absolutely ridiculous and violates many laws that protect the consumer. If NewRez is unwilling to honor the loan assumption, I want to see the FHA Guidelines that are being used where it states she must have 12 Months Rental or Mortgage History. It is not an accurate statement according to my research.
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| 05/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage was transferred to Shellpoint Mortgage, effective XX/XX/2021. From the time of receiving notice of the transfer from XXXX XXXX XXXX to Shellpoint in XX/XX/2021 through the end of XX/XX/2021, we received no communication from Shellpoint. Even after calling repeatedly to ask where to send our mortgage payment and to confirm that our property taxes needed to be paid out of escrow on XX/XX/XXXX, we were told they couldn't help us because our mortgage didn't show in their system and probably would not show up until 10 days after the effective date of the transfer. It finally showed up in their system XX/XX/XXXX. However, our property taxes had still not been paid and we were by that time, in default. I notified them of this multiple times leading up to the due date and after. I also notified them of our upcoming insurance renewal on XX/XX/2021. I sent over our bills, called every single day for a period of 2 weeks and got NO help and no assurance. Finally, on XX/XX/XXXX they sent me a " payment history '' apparently showing that our property taxes and insurance had apparently been paid. But they could not tell me how they were paid or give me any sort of confirmation number. As of today ( XX/XX/2021 ) both bills still show as unpaid. I called our insurance provider who said they had still not seen anything from them. We are now sitting on unpaid property taxes and are greatly concerned that our homeowners insurance will lapse due to non-payment. Shellpoint does not answer any emails, is useless when you call, and refuses to help in any way other than pointing to the fact that they have some internal record that says they paid.
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| 11/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, I've been having many issues with this mortgage company and was reading their reviews online and noticed that the positive ones are all " fake '' ( most have only 1 or 2 reviews and can not be validated ) by following up the trend. The negative reviews, however, looked real and exactly the same problems as mine. The company is reporting my payments wrong continuously and does not respond correctly to my concerns. They are very shady and worry me.
An example of a negative review similar to my issue is below 4 weeks ago SHELLPOINT Mortgage is the most unethical mortgage SCAMMERS MORTGAGE COMPANY in existence. THEY ARE Scammers!!! My mortgage was sold to them after I purchased my home. Soon after I realized the horror of the schemes they carry out in order to add unwarranted fees. Even sending falsely reporting me to the credit bureaus in the highest point of a pandemic. They LIE and I had to battle it out with them and they still refused to remove it. The credit bureau informed me to make a note on my report. I did. Another way they scam you is adding late fee even when you are not late.
Most people don't listen to reviews and some are so happy to get a mortgage and I understand, but I assure you that if you can get a mortgage from these people you can get it from someone else. Please ... I am please with you, DO NOT GET A MORTGAGE WITH THIS COMPANY!! YOU WILL REGRET IT!!! THEY ARE SCAMMERS!!! Go to your bank and try there and if you go with another company, find out if they will sell your mortgage to SHELLPOINT MORTGAGE. Have them put it in writing that they will not do so. THEY ARE ATROCIUOUS. They don't ebven deserve 1 star.
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| 06/27/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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I contacted NewRez, LLC, about obtaining a temporary deferment of my mortgage payments. I was told by the gentleman I talked to that my FHA loan with their company did not qualify. According to the FCPB website, it does- " You are entitled to mortgage forbearance if you have a federally or GSE-backed mortgage and you are experiencing financial hardship due, directly or indirectly, to the coronavirus national emergency. '' They have no knowledge of what I am experiencing because they didn't ask any questions to see if I do qualify under the FCPB guidelines. It is one thing to deny me based on my circumstances and another to just ignore the request. I mentioned that my loan does in fact qualify but that fell on death ears. I also mentioned that according to your website repayment of the deferred amount can be done in 3 ways. One of which the total amount can be added to the end of the loan. The gentleman I talked to said he could not answer that until I was in a forbearance situation. He indicated that most likely, the amount due would be due and payable once the deferment period is over. If a person is struggling now, how do they expect repayment after the deferment period? In my opinion, NewRez is only concerned about their interests and they want their money immediately. This does not help is this situation. If this is the way they conduct business, heaven help those who participated in their program because they stand a chance of loosing their home for non payment or at least have their credit ruined forcing them to stay with NewRez.
( At the bottom of the mortgage statement it indicates that temporary assistance may be available. )
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| 03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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After an XXXX account analysis, New Rez Mortgage company raised my monthly payment from {$1000.00} To {$1400.00} for XX/XX/XXXX payment. The payment increase is partially due to the over payment of taxes to XXXX County, Maryland by New Rez.
On XX/XX/XXXX New Rez had paid {$1600.00} for taxes of XX/XX/XXXX through XX/XX/XXXX. Then I received another bill from the County for taxes. I immediately forwarded the new bill to New Rez through a fax on XX/XX/XXXX. In this bill the County acknowledges the receipt of the aforementioned payment, and had requested an additional payment of {$45.00} for the shortage.
Instead of paying the requested shortage, on XX/XX/XXXX New Rez forwarded {$830.00} to the county. The county refunded the surplus of {$790.00} to New Rez on XX/XX/XXXX. So far, New Rez has repeatedly states that they don't know why the refund has not been applied to my screw account.
The Rez XX/XX/XXXX XXXX account analysis is based on this over payment, in addition to projection of this over payment for XX/XX/XXXX.I have called their customer service many times over, and their customer service hang up on me because they are not competent to answer the simplest questions.
I have also requested in writing for separation of XXXX account, so that I can pay my tax and insurance in a trouble free manor. So far not only they have not responded to these requests, but also have sent me an inflated bill of {$1400.00} for XX/XX/XXXX.
Last year I complained to your agency for the similar XXXX account problem. Although New Pen fixed the problem, and I had paid my regular monthly payments each month,. they charged me 2 month of the late fees.
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| 04/11/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Older American |
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Shellpoint Mortgage/XXXX XXXX XXXX recently approved a loan modification which I accepted. In a conversation with XXXX XXXX, the representative, regarding the modification I informed him that Shellpoint was not reporting my mortgage payments to the credit bureaus. In 2017 Shellpoint reported to the credit bureaus that I was 3 months behind in payments. This was inaccurate, erroneous and an error on their part. Instead of correcting this error with the credit agencies, Shellpoint removed my credit history completely. I have discovered that there is no history of my owning property or payments I have made for the last 10 years to Shellpoint. The representative explained that it is because I was in Chapter XXXX and that if I want to include my mortgage payments in my credit history, I need to write and have them investigate my request. His explanation is an oversight, mismanagement of my account, and failure to provide due diligence. I informed him that SHELLPOINT MORTGAGE/XXXX XXXX WAS NEVER INCLUDED IN THE CHAPTER XXXX BANKRUPTCY. He said that Shellpoint did not have that information and proceeded to remove my information from the credit agencies based on the information they received from the BK Court. This is simply dishonesty. I have attached the Notice of Intent .... that clearly shows that XXXX XXXX XXXX ( the investor ) was served with the notice that reflects it never had a claim amount and was never paid. The main claimant was my XXXX XXXX XXXX XXXX, and IRS and credit cards. This notice was served to the investor by the BK court so how could Shellpoint not have knowledge that my mortgage was not a part of the Chapter XXXX??
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| 04/02/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Old information reappears or never goes away
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Web |
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Hi, I became delinquent on my mortgage loan from XX/XX/XXXX on XX/XX/XXXX. For 7 years I have suffered consequences of this action on my credit reports.
The new company servicing the mortgage : Shellpoint Mortgage Servicing ( Shellpoint ) started to report that I am being late on my mortgage payments only as of XX/XX/XXXX. This information is incorrect since I stopped making payments on my mortgage in XX/XX/XXXX. It is the same loan. The loan is now in litigation as of XX/XX/XXXX. I received accelarated note long ago. I do not get normal monthly statements based on which Shallpoint could report to the Reporting Agencies that I am being late with my mortgage payments as Shellpoint is reporting. The statements I receive only for example show Reinstatement Amount of {$220000.00} ( as of XX/XX/XXXX ) rather than normal monthly mortgage payments.
In addition, Shellpoint on my mortgage statements shows implicitly delinquency date on my mortgage of XX/XX/XXXX ( calculated from the statement : " As of XX/XX/XXXX, you are 1,994 days delinquent on your mortgage loan '' ) in order to circumvent the requirement about not reporting on the debt that is delinquent for more than 7 years according to Fair Credit Reporting Act.
The fact the issue is not settled after more than 10 years of delinquency shows the weakness of the bank 's case and I should not be punished in excess of what is allowed by law ( 7 years ) of reporting delinquent debt information. Shellpoint has recycled the old information in order to put extra pressure in negotiating the settlement. Use of these unethical tactics should be disallowed and the company should be punished.
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| 10/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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New Rez LLC / Shellpoint Mortgage are companies involved.
Shellpoint applied private insurance and increased monthly loan payment over {$100.00} with no just cause. Prior to XX/XX/2022, payment was {$430.00}. Currently, it is {$560.00}.
This is our mother 's mortgage and she is XXXX and is very distressed that no one will help and all our attempts to get help with Shellpoint have been a ridiculous waste of time. In XXXX, our mother was so distressed after a call, she became ill and had to seek medical attention.
The reason Shellpoint increased the payment was due the 'loss ' of Insurance coverage documentation after a change in their organization. Since XXXX, we has verification of Insurance on multiple occasions. We also mailed hard copies, along with our POA documentation ( which they also couldn't find ). We have contacted Shellpoint no less than 10 times in the past six month by phone, email, fax and us mail. When we call, we continue to be told an escrow analysis must be ordered, despite having ordered an escrow analysis on several prior occasions. We have been told there is no supervisor, there's no way to speak with a person in loan servicing, and today we were told Shellpoint doesn't make outbound calls if we leave a message -- and to reach someone in the insurance or escrow analysis department we must call back ( can't be transferred ). We tried to send secure messages using the Shellpoint website and that feature does not work.
I can provide dates, names, email exchanges, etc.
We plan to contact the XXXX XXXX XXXX and begin a campaign on social media. The anxiety and pain they have caused our mother is unforgiveable.
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| 01/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am writing to dispute a late payment classification resulting from a failure in communication on the part of my prior loan servicer, NewRez | Shellpoint. My loan number with NewRez | Shellpoint was XXXX
On XXXX XXXX XXXX I was abruptly dismissed from my job. In the two weeks that followed, I contacted NewRez to see if there was any accommodation that could be made for my involuntary unemployment. At that time, I was told over the phone that I would be put in a forbearance program effective XX/XX/2021 for a period of three months. There would be no impact to my credit. If I needed further extension, it would be discussed at the end of the three-month period. At this same time, I was assigned a single point of contact ( SPOC ) whose name is XXXX XXXX.
During this initial phone call, I inquired about any necessary paperwork and was told in no uncertain terms that there was nothing further they needed from me at that time. I subsequently received a letter in the mail from NewRez confirming the designation of my SPOC with contact information and indicating a review of my loan would be conducted ( see attached ).
I never received any communication from my SPOC or any representative from NewRez regarding forbearance or payments. Meanwhile, in early XXXX I received a letter indicating that my loan was transferred to XXXX XXXX XXXXXXXX ( see attached ).
In early XXXX, I received a phone call from a representative from XXXX XXXX. The representative told me I missed the XXXX payment. When I explained that I was in a forbearance program, I was told there was no record of it. Subsequently, a late payment was recorded on my credit history.
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| 01/23/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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Hello, my name is XXXX XXXX. I 've been trying to get a loan modification from XXXX XXXX XXXX since XXXX/XXXX/XXXX. I just today ( XXXX/XXXX/XXXX ) have been notified of XXXX XXXX XXXX selling my loan to a company called Shellpoint Mortgage on XXXX XXXX, XXXX. I have not received any letters of this transfer and had no knowledge previously. I called them today and they told me that the loan was just today sent over to a loan modification specialist for review. They had 14 days to do that already and they have not done so until i called them. Also they are saying that there is a foreclosure sale date scheduled on my home for XXXX XXXX, XXXX. They said that they do not have to file/ record a new Notice of Default and Notice of Trustee Sale and the sale will stay the same from the old servicer. So essentially I only have Monday to get any documents in to Shellpoint mortgage to finalize the review for a potential sale postponement. The servicer is not giving me a chance to apply and be reviewed for a loan modification.I only have ONE day to do anything for my loan modification. I did not even have a single point of contact assigned before today 's date so that they could review my loan modification. How is this company operating.
This company is so violating right of mine.
California Homeowner Bill of Rights.
" CALIFORNIA HOMEOWNER BILL OF RIGHTS The California Homeowner Bill of Rights became law on XXXX XXXX, XXXX to ensure fair lending and borrowing practices for California homeowners.
The laws are designed to guarantee basic fairness and transparency for homeowners in the foreclosure process. Key provisions include : see : XXXX
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| 01/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Consumer Finance, Thank you for providing a place to which I can write!! I have been in financial XXXX about the replacement of my home destroyed by fire in XXXX. I paid my payments correctly until XXXX and XXXX! I have always been ahead of my monthly payments until XXXX when I decided to hold it because they were not processing my claim fast enough. I have paid XXXX and XXXX now but am still hurt, sick and totally frustrated with their lack of moving quickly. With the replacement of a Modular Home the foundation is completed and we are waiting for water and electricity after the house is in place. The outdoor porch room also needs to be completed but they are holding that money until the is done. I have spend over {$10000.00} in renting a place to live and I do have receipts! They promised us before XXXX but as we called today XX/XX/XXXX, we now will not receive it for 2-3 days! I also will not receive the full amount to complete porch until we go thru all of this again! I am tired and sick of waiting! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX But this has been an amazing waste of my time. I am trying to file an complaint against NewRea / Shellpoint for their handling of this matter. We have spoken to almost I think all the employees, they do not allow one person to work on a case. So we talk and say the same speech every time we call. Rude, expensive, and not caring employees do not care about an XXXX XXXX XXXX XXXX WAITING!! Please file this complaint against the Mortgage Co.
XXXX XXXX
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| 05/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Sometime in XX/XX/XXXX our mortgage was sold to New Penn Financial. In XX/XX/XXXX New Penn changed their name to New Rez. We received a check in the mail from them for nearly {$4000.00} which we thought was in error. When we called them they said there was no error and that this was a return balance of our escrow account from over-payment of our property taxes. We asked if we could return the balance to our escrow account for use the following year or if this was determined to be an error later on and they refused. Then they reduced our mortgage payment from {$1900.00} a month to {$1600.00} a month for reasons we did not know. Suddenly in XX/XX/XXXX, our mortgage payment was increased to {$2400.00} per month. When we called New Rez to find out why they said it was because we had a negative balance in our escrow account because they should NOT have refunded us the escrow balance from XXXXXX/XX/XXXX which was in fact an error. We are now stuck trying to repay the balance we previously had in the account over the next 12-24 months. Our mortgage is being mismanaged by New Rez and everyone I have spoken to there is not knowledgeable about how to manage mortgage or escrow accounts. The uncertainty with our mortgage and our monthly payments which now change with every statement have made financial planning very difficult. I was told my only recourse was to report them to the federal government since we have no control over who our mortgage gets sold and transferred to even if it becomes mismanaged. Just as someone selects what bank handles their money, we should be able to select who services our mortgage to avoid situations like this.
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| 01/27/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
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Web |
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We have been trying to do a short sale for about XXXX years now. The first bank was taking forever and would not help us at all. Then our loan was transferred to Shellpoint Mortgage Servicing on XX/XX/XXXX. Shellpoint got the loan about XXXX days after that and was unable to have my real estate agent or short sale negotiator get any information about it. They called XXXX times a week to find out what was going on and Shellpoint only said EVERY SINGLE phone call that they 're waiting for my file to be in their system. It was n't until XX/XX/XXXX that they were finally told the file is in their system and to send in the short sale application. However, they said the auction date was XXXX/XXXX/XXXX. This was unacceptable. We 'd been jerked around by Shellpoint so many times with so many phone calls to them. My short sale negotiator submitted my short sale application on XX/XX/XXXX because that was the deadline to submit for the short sale to get started. They then said they 'd know on XX/XX/XXXX if my auction would be postponed. On XX/XX/XXXX, my short sale negotiator confirmed Shellpoint received my short sale application. On XX/XX/XXXX, my short sale negotiator asked if the auction date was postponed. Shellpoint said they wo n't know until XX/XX/XXXX My frustration went beyond maximum frustration when they told us that. Basically, they really are trying to make us fail. What sounds fishy is that they 'd asked my short sale negotiator to submit my application to another short sale group at the bank. This is not right. It 's as if they 're intentionally trying to have my short sale fail or they 've never done a short sale before.
|
| 08/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Older American, Servicemember |
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I got 1 payment behind in my mortgage so I was making additional amount each month to catch up. I had done this in XX/XX/XXXX & XX/XX/2019 with the final one to be done in XX/XX/XXXX. My monthly payment is XXXX and for those 3 months I was making a payment of XXXX which was the normal payment of XXXX and 1/3 of the missed payment.
The XX/XX/XXXX payment was made twice. It was my error but I have not been able to fix the issue. I received a letter from Shellpoint stating that they would be refunding me the XXXX extra that was made in XX/XX/XXXX. It has never happened. They call me constantly asking for my payment and I keep explaining that they have my extra money sitting there. Finally at the end of XX/XX/XXXX I asked them to apply the XXXX to XXXX 's payment and the extra XXXX to XXXX 's payment since they were not making good on the letter stating the money would be refunded to me. They call me on a daily basis to ask for my payment. I received a call on XX/XX/19 stating that I still owed an additional XXXX. I asked if this would make me current through XX/XX/XXXX and they stated that it would as the extra money was from the original overpayment. I paid it over the phone and the amount has come out of my bank. I received a call again today asking me for my XX/XX/XXXX payment. When I tried to explain the situation yet again they can not see where any of this happened and I was put on hold for quite some time so the person could " talked with a manager. '' I am over the incompetence and stupidity and I want my account fixed. I have attached the original letter I received from them explaining that the money would be refunded.
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| 05/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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My original mortgage for this property was owned by XXXX, when the economy took a downturn I was in the process of modifying my loan with them and after providing all the required paperwork and going thru the modification process I was finally in the final stages to get my loan modified, unfortunately at this time the bank sold my loan to Shell point and the process had to be re started again, during the beginning of this process the builder of the condominium complex took over the units and displaced most of the owners due to the fact that the association was dissolved and they still owned a big percentage of the units at which point I lost all control of my property, I informed Shell point of this situation and they never acknowledged that this condition existed and took me to court to try recovering their so called 'loss '', while we were in court the judge made them aware of the situation and suggested they release me from this loan due to the fact that I had no longer had rights on the property but Shell point refuses to do so causing me to loose money by hiring an attorney, going to court twice already and negatively affecting my credit, i have no rights or benefits on this property, the builder which took control is getting paid monthly rent and they got the property for free while i am stuck with no revenue, bills, all the aggravation, I need this loan report removed from my credit and to be released from this property that was taken from me in a very unprecedented way and thru a procedure that has never been used before according to my attorney, the judge and everybody that I have asked with mortgage loans experience
|
| 03/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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The problem I am having is with escrow with NewRez LLC ( Shell Point Mortgage ). NewRez took over my mortgage on XX/XX/XXXX. There never was a escrow account. My wife and I paid the house insurance and property taxes. The house insurance was not renewed by insurance company in XXXX. There was a few months the house had no insurance due it being difficult to find a company to insure the house. NewRez charged me for the months without insurance until I obtained house insurance. I provided proof of insurance and received a refund check from NewRez for balance owed to me. The problem was NewRez never contacted me, created a escrow and raised the mortgage payment from {$1100.00} to {$1600.00}. We could not afford that amount. NewRez did not offer to spread out the amount of money that was owed for house insurance. I called many times to try to get this corrected but it was never corrected. We did pay extra money when we had the means to pay off what was owed for house insurance. NewRez is still saying we owe them. Now there is a problem with XXXX property taxes. The XXXX property taxes were paid by Shell Point Mortgage on XX/XX/XXXX without telling me. They charged me {$4900.00} when the amount paid on the tax receipt is {$3500.00}. The property taxes were not late and were due by XX/XX/XXXX. This time they raised my monthly payment to {$1700.00}. They have caused a lot of stress and problems for my wife and I. It's ridiculous they can not fix the issues. I have wasted a lot of time calling them. This is not right or fair. We don't want to lose the house. I hope someone can resolve this and prevent this from happening to others.
|
| 05/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
|
1. I received a Certification of Eligibility for Sandy-Impacted Forbearance Certification from the New Jersey Department of Consumer Affairs. Pursuant to Public Law XXXX, Chapter 15. This certification entitles me to a term of forbearance that shall conclude upon the occurrence of the earlier of the following : the conclusion of one year following issuance of a Certificate of Occupancy for the mortgagors Superstorm-Sandy-impacted primary residence ; XX/XX/XXXX ; or, regarding a property in foreclosure proceedings, upon the expiration of 10 days This is false. I paid all escrow payments from XXXX, although as part of the Public Law, I had from 1 year of the day that I received my certificate of occupancy, which was on XX/XX/XXXX. The public law states that the term forbearance is to mean a suspense. My mortgage was supposed to be suspended during the forbearance and normal mortgage payments were to resume at the end of the forbearance period. Please read the law and all documentation and correct your records.
2. I received a mortgage statement, dated XX/XX/XXXX, showing a monthly payment for XX/XX/XXXX of {$2200.00}. I sent payment for {$2200.00}.
I received a mortgage statement, dated XX/XX/XXXX, showing a monthly payment for XX/XX/XXXX of {$2200.00}. I sent payment for {$2200.00} I received a response from Shellpoint, dated XX/XX/XXXX to my inquiry as to why my account is listed as delinquent. Now I am being told by Shellpoint that I am supposed to pay {$2400.00} as a monthly payment. The contradicting documents that I receive are confusing and fraudulent. Why I am being sent incorrect information on a consistent basis?
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| 02/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
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Web |
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XX/XX/XXXX contacted mortgage to pay 3 months mortgage payments of XXXX. Shellpoint said they will take payment out on XX/XX/XXXX. Payment never came out. Called mortgage company who said they had a problem getting payment onXX/XX/XXXX. On XX/XX/XXXX i sent payment via certified check. After talking with my advisor they told me that is all I had to pay and they would then take rest of payments owed plus cost and put it in a 6 month period. On XX/XX/XXXX I called to inquire about the repayment and was then told that the money sent was being returned because it was not enough and was being returned. Trying to find out exactly what I need to pay, which he never told me, I was told to send one month of paychecks and to visit there website for additional help. When I went to website I was having technical difficulties so.i sent them an email on XX/XX/XXXX. I still have not received a response. I also left a message for my my main advisor on the same day. I still have not received a response from either. I called on the XX/XX/XXXXand was now told I have to pay XXXX after I am hopefully approved for the repayment plan and shouldn't have sent anything until I was approved. I am wondering why I wasn't told this back in XX/XX/XXXX when I was first trying to correct this situation.
Now it has been 3 days and once again I still have not heard anything on what my Payment should be. And since the Payment seems to go up XXXX dollars every week and I expecting them to tell me I owe the XXXX before I hear from them.
I feel as if Shelllpoint mortgage company is trying to sabotage me and not trying to help me.
Thank you XXXX XXXX XXXX
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| 08/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Servicemember |
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This complaint is about the loan modification process at Shellpoint Mortgage Servicing. Please help me resolve this issue and obtain a final loan modification within 30 days. The problem began XX/XX/2020. Please note this date is after Pres. Trump disaster declaration due to COVID-19.
My initial application for a loan modification was mailed on or about XX/XX/2020.
Shellpoint requested that I complete a second ( 2nd ) modification application in XXXX. This second application was faxed on XX/XX/2020. Per a conversation with a Customer Service representative, my application for modification was approved on XX/XX/2020. As a consequence of an error made by Shellpoint the modification was subsequently cancelled on XX/XX/2020.
On XX/XX/2020 I finally received written communication from Shellpoint stating, my account is seriously delinquent and in order to avoid foreclosure I needed to act by XX/XX/2020. I have spoken with customer service multiple times over the past 7 months and have made my monthly payments in the amount directed.
Since XX/XX/2020 I have consistently made the monthly trial payments in the amounts requested. I have paid through XX/XX/2020. It is now XX/XX/2020 and my modification still has not been approved and I am being asked for additional trial payments some of which have already been paid. ( Specifically XX/XX/2020. ) I am now being threatened with foreclosure if I do not make another payment for XXXX. I can not afford to make double mortgage payments.
It has been 7 months since the modification was approved. It has been 7 months I have made payments as requested and waited to receive paperwork.
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| 01/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have called Shell Point Mortgage several times since being notified my loan was being serviced released to them ....
1. Your Customer Service Representatives are advising ACH payments can not be cancelled. Please be advised this is illegal 2. Your Customer Service Representatives are advising there are no reference numbers or confirmation numbers provided when a payment is pre-scheduled. This is a conflict, when I received two confirmation numbers from a former customer service representative when I set up my payments.
3. I provided the Customer Service Representative with the correct account number and told her to ensure the 0 was added to end, so that there would be no problem with the posting of my payment. The representative failed to do this and had I not called in tonight to speak with you, my mortgage payment would have rejected.
4. The Shell Point Mortgage Website doesnt provide accurate information regarding anything. One minutes it shows the scheduled payments and the next minute I cant see any of my pre-scheduled payments.
5. The Shell Point Mortgage Website does not allow me to pay via online, I must call in to a Customer Service Representative 6. Shell Point Mortgage is violating the RESPA regulations which allows the mortgagor 60 days to address any loan issues. In fact I received 6 Intent to Accelerate letters from Shell Point prior to XX/XX/XXXX. My loan was serviced released to you effective XX/XX/XXXX.
7. Shell Point Mortgage is deliberately making it difficult for mortgagors to make their payments, this is insane by failing to make the necessary updates on the system per the mortgagors request.
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| 05/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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After I asked for a forbearance the mortgage company offered three months, not six. Then began many confused and erroneous communications. First they said I was late on the payment after confirmed for forbearance, then they retracted that. Then I was told I needed to pay escrow and then that was retracted. Finally the forbearance seems to be real but almost entirely useless because the entire amount is due at the end of three months.
The point of contact has intermittently replied and then ignored me for many days.
I was told that after the three months, I would have to pay all three months of forbearance in one lump payment. This is a useless and not acceptable solution.
My understanding is that the CARES act informs mortgage servicers to behave differently.
When on Friday XX/XX/XXXX, after being on hold for 1.5 hours, I finally got to speak to someone about these concerns, the man on the phone told me that the forbearance payment being due at the end of three months was not negotiable. When I asked why, he said the investors had not approved a deferment. When I asked what I could do about this situation ( I asked this question in at least three different ways ) he told me that I could make a payment. This was the solution offered. I have never paid late and have excellent credit. I own a XXXX XXXX XXXX XXXX XXXX and my family lives on the money this business generates. As everyone knows, all public events are cancelled and therefore my income is XXXX. There was no effort by the mortgage to take any of this into account.
I have read the latest CARES act rules and this is an affront to both myself and the law.
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| 10/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2021, I sent the attached letter ( Qualified Written Request " QWR '' ) to Shellpoint Mortgage Servicing which was completely ignored. Under the law, Shellpoint was required under Section 6 ( e ) of the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ), to confirm receipt of the letter within five ( 5 ) business days and respond with an answer within thirty ( 30 ) business days. On XX/XX/2021, I sent a second ( 2nd ) letter to XXXX XXXX, the COE of Shellpoint Mortgage via XXXX. ( see attached letter dated XX/XX/2021 ).
To date Shellpoint has not resolved the issues.
I will be resuming payments on XX/XX/2021 and have not been informed of the : 1. ) Total amount that is being deferred and total amount owed on my mortgage including all deferred amounts.
2. ) The terms of that deferral, whether it be a recast changing the maturity date or a balloon payment- To be clear, I want a complete written breakdown of my loan, the amount owed, the amounts ( all amounts ) deferred on my loan ( past & present ).
3. ) An accurate and up to date escrow analysis as of XX/XX/2021 - Including evidence of any and all expenditures listed as escrow advances 4. ) A written copy of the servicer 's guidelines ( from the investor ) that clearly shows that escrows can not be included in deferrals.
5. ) A complete written explanation of what can be done with escrow shortages again, from the investor ) 6. ) A payment breakdown that includes my current monthly payment with taxes and insurance ( based on an up-to-date accurate escrow analysis ) AND A breakdown of what the escrow shortage payments will be over a 5 year period.
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| 02/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My mortgage servicing provider ( Shellpoint ) transferred my mortgage to another service provider ( XXXX ). This is a standard procedure and I went through the process several times before. However, this time I was not informed about the transfer from either company! Because Shellpoint had a wrong address on file I did not receive their notifications. Additionally, since the new service provider ( XXXX ) relies on the address from the previous service provider, I did not receive any communication from them either.
I found out about the transfer a few months later via a coincidence. I checked my credit report and noticed that my credit score dropped. Apparently I had a mortgage with XXXX that was more than 30 days late. I was confused as I had been making timely payments to my my mortgage provider.
I called Shellpoint and they informed me that they are not my service provider anymore and they referred me to XXXX. Both providers admitted that they had the wrong mailing address and that the mail they sent to me had been returned to them. When asked why they did not call me both service providers did n't provide an explanation. I still do n't understand why Shellpoint never tried to call me while they continued to receive my mortgage payments several months after the service transfer.
I immediately settled my balance with XXXX as they were very adamant about the outstanding balance. Working with the XXXX service providers and all three credit bureaus is very stressful and frustrating as it all could have been avoided. As of today I am still waiting for Shellpoint to reimburse me for three months of mortgage payments.
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| 06/15/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of XXXX, we entered into an agreement with our mortgage company, XX/XX/XXXX ( XXXX XXXX ) to begin a three-month forbearance on our mortgage due to Hurricane Irma ( XX/XX/XXXX ). We signed a Mortgage modification agreement with XX/XX/XXXX that changed our mortgage payment from {$2500.00} to {$2700.00} and extended the maturity date from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. On XX/XX/XXXX, XX/XX/XXXX sold our load to Shellpoint mortgage. Shellpoint immediately placed our account in loss mitigation and began charging late fees for what they disingenuously interpreted as three unpaid months. This was a clear violation of the modified mortgage dated XXXX XX/XX/XXXX ( MERs No : XXXX ) sold to Shellpoint.
In XX/XX/XXXX, Shellpoint reported to the credit agencies we are over 180 past due and owed {$34000.00}. This is an injurious falsehood that may have been perpetrated to pressure us into signing a document against our best interests.
As a XXXX XXXX XXXX XXXX XXXX and my wife a XXXX XXXX, an erroneous entry into our credit reports not only threatens our ability to acquire credit, but also our security clearances and therefore our livelihoods. Shellpoint appears to be attempting to bully us signing a new document to our detriment. When Shellpoint acquired our principle was approximately {$410000.00}. Shellpoint is now proposing a new modification a year later with a principle of {$420000.00}. Despite not missing or being late of a single payment, Shellpoint sees fit to charge us at a minimum an addition {$7000.00}. We consider this a very serious matter and a fundamental violation of consumer rights and protections
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| 07/13/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
Older American |
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Since XX/XX/XXXX ; we have had no success with Shellpoint Mortgage Servicing in trying to ascertain a modification. Nonetheless, their primary duties are debt collection ; and now they are trying to foreclose on XX/XX/XXXX. However, the Texas foreclosure procedures attached for homeowners stipulate " home equity '' loans foreclosure procedures are to be conducted " judicially ''. However, Shellpoint Mortgage Servicing is violating our rights by trying to foreclose " non-judicially '' ; and keep talking about they are relying on the deed of trust when we have not received any bills for the deed of trust and thus is not delinquent. Moreover, XXXX is not the trustee for the deed of trust but of the XXXX ; asset backed home equity loan. This is why it is crucial for homeowners to have a judicial hearing ; Judges makes split decisions in these matters not the lender ; because Shellpoint is falsely stating a new contract is not required for a home equity or line of credit ; they are not expert in these matters and a Judge needs to make that determination not Shellpoint. Also Shellpoint 's notices of sale are completed improperly ; they do not list the substitute trustee 's address ; or list Shellpoint 's name properly as seen in the attached ; which should read : XXXX XXXX XXXX, XXXX dba Shellpoint Mortgage Servicing. Shellpoint is trying to railroad us into an illegally foreclosure ; all because as debt collectors they refuse to verify debts as required by FDCPA. Also, Shellpoint is stating 12 CFR 34.83 ; does not apply to them ; they like to pick and choose which statutes they will follow and we need court intervention.
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| 04/27/2022 |
Yes |
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- Trouble during payment process
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Web |
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I have a home loan with NewRez LLC. Somehow, they transposed a digit on the county parcel number and paid taxes against the wrong property for over a year. They realized their mistake and attempted to correct it by paying the taxes that I owed ( because they had not paid mine for over a year ). They did not fully investigate what happened and simply attempted to raise my monthly mortgage payment by {$700.00} per month. I spent hours on the phone with their customer support and XXXX XXXX XXXX tax collector. After I figured out what happened and explained it to NewRez, they contacted the county for a refund ( in XXXX ). NewRez informed me that the county would send the refund check to me and Ill have to apply it toward the impound account. In the meantime, they told me to call each month and make my normal payment amount- and I have to reference the account notes. Ive done this two months : In XXXX their collections department called me stating my payment was past due. This was because they did not correctly post my payment after I made it electronically ( but they did pull funds from my checking account ). Today I received a letter from NewRez stating they did not receive my XXXX payment ( which was made on XX/XX/XXXX and pulled from my checking account ). I want NewRez to put my mortgage payment amount back to the original amount and figure this mess out themselves. Its their error and Ive spent way too much time dealing with the mess. In addition, I cant even refinance because the impound account is a mess. I feel they are harassing me due to their own incompetence. Im also concerned that my credit will be impacted.
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| 12/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX incorrectly calculated my impound account required contributions then sold my mortgage to ShellPoint. During the transfer, ShellPoint entered the wrong SSN in their records for my account. ShellPoint also sent the notice and customer welcome package to the wrong address.
I asked XXXX XXXX where to send payments, they started they sold my mortgage to ShellPoint. But XXXX didn't have my new account number nor the information to send payments.
I was able to find a website with Shell Point 's contact information. When I called, the automated attendant required my loan number and social to proceed. After several attempts, I was able to talk to a person, who refused to help, since my SSN didn't match their records. After several more attempts I was able to speak with a supervisior who gave me my loan number, payment, and payment address after I verified my identity via alternative means. They were able to fix my mailing address on my load record, wouldn't fix my SSN. They gave me a fax number to send my identity documents, which turned out to not be a valid number.
I called back, they have another number, I have faxed Shell Point several times over a the past four months with no response.
In addition, I am still making nearly double the payment I should be, since the impound issue hasn't resolved.
My payments should be closer to {$1800.00} per month, but I've been billed approximately {$3500.00} a month by ShellPoint.
I feel ShellPoint is trying to steal my home by making nearly impossible to make payments by inflating my payments and making difficult to contact them and resolve their poor record keeping.
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| 07/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I inherited my parents ' home after they BOTH passed in XXXX and XXXX of 2020. They filed bankrupt prior to their deaths and to save their home, they chose NewRez/Shellpoint Mortgage Servicing as their lender. After their deaths, I submitted all required documentation to include : death certificates, loan modification application, pay stubs, letter of qualification ( probate ), and all other forms on numerous occasions via email with no response, reply, or loan modification. For one year, I attempted to make payments ; however, I was blocked from the online system and each time I received a message stating " This loan has a payment stop. '' As a result, I took a picture with my phone and created a folder with those images. I was informed that I could not make payments because my name needed to be on the loan -- -which they never would modify. I also filed a few complaints with the XXXX ( no resolve ). I have spoken with different Shellpoint associates ( over the last three years ) and consistently gaslighted by this company. Each time, I am assigned someone new who knows absolutely, positively, nothing about my situation. As my sister and I share a father, we are both owners of the property but I manage the estate. However, she filed for bankruptcy which released her from the automatic stay ; however, at this very moment, as a XXXX XXXX XXXX, I am facing homelessness and foreclosure. Shellpoint only sends me statements -- -all that state this is NOT an attempt collect a debt. Shellpoint never asked me to make a payment ; Shellpoint only asked for the above mentioned documents in order to pretend to modify the loan.
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| 12/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
|
Shellpoint Mortgage Servicing ( NewRez ) is my mortgage servicer and supposedly paid my property taxes on XX/XX/20 in the amount of {$4900.00}. The collections group for my area informed me on XX/XX/20 that I had yet to pay the taxes on my home. I contacted Shellpoint and for four weeks not a SINGLE PERSON in their company has been able to tell me even the most basic information about the payment : Was the check cashed? What was the check number? Were my taxes sent with other taxes? If so, what was the total amount of that check? Where is this money now? Why was it not debited back to my escrow?
Due to the fact that my taxes are now 3 months late, I owe an additional 12 % of face value as a penalty.
Currently not a single person at this company can located the {$4900.00} or tell me where this money was sent. Additionally, I am continually told that I am not allowed to speak with anyone from the tax department that is able to help resolve this issue, as it is 'against company policy. ' For almost 4 weeks I have worked tirelessly to contact them and get information and resolution to this problem to no avail.
My taxes are now being sent to collections and my servicer continues to not take any action toward resolving this issue.
I believe it is likely that this is a criminal organization that is mis-appropriating escrow funds and lying to homeowners about where their taxes are being sent.
To any futures homeowners : prior to signing your mortgage, ensure a clause is included that prevents the mortgage or mortgage servicing rights FROM EVER BEING SOLD TO SHELLPOINT MORTGAGE SERVICING or any of it's successors.
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| 02/16/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American, Servicemember |
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XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX I am complaining about my mortgage not showing on my husbands and my credit report with XXXX credit agency.
Our original mortgage was with XXXX XXXX XXXX. The mortgage was transferred to Newrez LLC dba Shellpoint Mortgage Servicing on XXXX XXXX XXXX
I emailed and called Newrez on XXXX regarding, the mortgage not showing up on our credit report and was told the mortgage is being reported to the credit agencies. I was told by the representative that Ill need to contact the credit agencies to find out why the mortgage is not listed on our report.
I called XXXX on XX/XX/XXXX at XXXXXXXX XXXX using the number, XXXX regarding this issue. I spoke to XXXX in the Customer Service department. He transferred me to XXXX in the Dispute department. XXXX stated, the membership department should be able to update my file and he transferred me to XXXX in the membership department. XXXX stated that my mortgage will not show up on my credit report. I asked to speak to a manager. I spoke to XXXX and he stated that he can not make any updates to my credit report, only the dispute department can do that. I told him I talked to the dispute department and was told the membership department can only make the change.
I decided to make a complaint, because I have tried to get this resolved since XX/XX/XXXX. Our credit file does not show we have a mortgage listed on it and my husband and I pay our mortgage on time every month and we deserve to get credit for it.
I look forward to your response to my compliant. You can contact me via phone XXXX or email address : XXXX XXXX
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| 09/07/2022 |
Yes |
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- Trouble during payment process
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Web |
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I have called NewRez LLC numerous times in regards to a credit dispute of a missed payment. The first inbound phone call, XX/XX/2022, call ended with a NewRez employee that incorrectly entered my account information for an ACH transfer causing a payment to not go through and become late. The second phone call XX/XX/2022 from NewRez to collect again ( due to the first ACH wire transfer not going through ) failed because they again used the incorrect account information entered by the first employee. The XXXX key on the original employees keyboard was not registering and the error was not caught by her or the second employee The account number was missing both XXXX. I was told that XXXX XXXX would listen to the recording, remove the late payment fee and wipe the credit score report. This never happened, the email was never responded to and I was left with impacted credit and late fees. From this point on all contacts were initiated by me, hours of my time spent waiting on hold only to get a different story after each phone call. They weren't even sure what month was actually late at that point.
I have now paid 2 late fees and suffered a credit drop impacting my ability to do business. The communication from NewRez is non existent and phone calls usually end with the employee telling me to log in to their website and self service my loan. I have now requested a paperless account numerous times both over the phone and on the companies website due to our mail being un-reliable. It has never gone through, this entire situation could have been avoided if my requests for email servicing would have been taken seriously.
|
| 02/16/2023 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
Older American |
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XXXX XXXX is not a mortgage service company. They hold themselves out as XXXX but in reality, they answer the phone and upfront tell you they are a debt collection agency attempting to collect on a debt. They read you a disclosure on a tape-recorded message before they will speak to you as any debt collector or debt collection agency does.
Under the CARES ACT set up by Congress a Federal law was enacted CFPB set forth that companies like XXXX and others could not collect LUMP SUM PAYMENTS for Forbearance payments when the forbearance period ended, in my case, it was XXXX months long.
XXXX, claims I am XXXX months behind in my payments and is trying to force me to pay {$100.00}, XXXX, XXXX to bring my account current when in reality they have added {$52000.00} worth of payments to my account, which they know is wrong. I spoke to XXXX XXXX this AM XX/XX/23 about XXXX XXXX and he refused to discuss the matter with me. I have emailed XXXX also, so they are fully aware of the situation, that I have made them aware of. Yet they are moving ahead with my foreclosure sale.
I asked for a copy of my modification that Shellpoint granted and then XXXX turned it down, and it has yet to come to me. XXXX XXXX again said that the papers were sent via email to me yesterday to the email address I gave them XXXX. They still have not arrived after XXXX hrs. I have been informed by CFPB that the modification that Shellpoint gave me, that XXXX must honor, just like XXXX must honor the Cares Act, does not allow them to dump {$52.00}, XXXX in the loan amount along with insurance and fees on top of me and then move to foreclose.
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| 10/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Older American, Servicemember |
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My issue began when paying mortgage after my spouse died. Paid my mortgage on XX/XX/XXXX and not until XX/XX/XXXX was I informed that I was 2 months in arrear for not having paid XXXX. Asked mortgage company to have manager call me. Provided my phone number and did not receive a call after XX/XX/XXXX in which I called them back. They indicated they tried calling, but at a phone number I had not provided... therefore I was charged another late payment.
I started sending my mortgage by mail as mortgage, the mortgage company stated was not in my name, only my husband 's. Faxed paper work to their financial office and stated house was also in my name... however they placed the account " To the Estate of ''. Recruited an attorney as Shellpoint indicated I may have to be qualified to determine if I can continue with this mortgage contract.This was per XXXX XXXX ( supervisor ).
My lawyer indicated based on paperwork from our XXXX XXXX mortgage was also in my name.
However, today I tried calling Shellpoint. ( as currently have tried paying on line but my account is not there )... or I'm not. Called shellpoint mortgage ... my social nor my husband 's 4 digits can not be found..nor are they able to find my property address. called their investor and she could not find my account even under the account number. My concern ; they will charge me yet another late fee, all of their run around has caused me stress as well as financial hardship when charged a late charge as I am now on a fixed income.As it stands now I do not know where I can get someone to help as you can not request customer service rep through their promps.
|
| 09/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
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Web |
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Ever since around XXXX of XXXX, my family worked with Newrez LLC to acquire a loan by taking equity out of one of their homes. As a co-signer to the loan, early on, I provided all of the information requested by Newrez ; this included paystubs, w2 forms, and any other information they had requested to process the loan. At first they conducted a hard inquiry into my credit as well as my parent 's credit. Yet, over the course of the next 1 year and 9 months, they were painfully inconsistent with responding to our inquiries about the progress of the loan. Failing to provide a reliable method of contact and ultimately prolonged the loan process to well over a year and nine months. During this time, despite it being prolonged due to their lack of professionalism and inability to get their affairs in order, Newrez conducted two more hard inquiries into my credit, one in XXXX or XXXX and another in XXXX of XXXX. This type of behavior feels like predatory lending and has caused irreparable financial and emotional damages to my family and I. This is not including the underhanded techniques they used to change key details of the agreement without providing any notice to my family. This is by far the worst company with the worst representatives I have ever dealt with. There is much more to the issues my family and I faced with Newrez, but does not pertain to the exact complaint I am filing regarding this specific issue.
As you can see with the attached e-mails, the time it took to get a loan from this company was ridiculously delayed by Newrez, making the repeated hard inquiries into our credit unnecessary and malicious.
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| 12/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
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Web |
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The original signed loan agreement from XXXX stated that taxes and insurance have been waived by the lender and will be the responsibility of the borrower. I have never missed a monthly mortgage payment of {$1200.00}. I have payed the property taxes and have maintained the hazard insurance since XXXX. My mortgage is not in default. In XX/XX/XXXX, Newrez acquired my loan and placed a mandatory Escrow account for taxes and insurance that raised my monthly payment to {$1700.00}. In XXXX, I provided proof of hazard insurance for my condo so that the lender placed insurance and taxes could be removed. My request was denied. In XXXX, I provided Newrez with the original signed loan agreement that states taxes and insurance have always been my responsibility and it is illegal to change the original signed loan agreement. My request was denied because the hazard insurance was unsatisfactory. I need to provide proof of insurance from the HOA for the entire building. On XX/XX/XXXX, I provided Newrez with the insurance declarations from the building HOA for the entire condo complex. I have tried numerous times to pay my mortgage however, Newrez has warned that my mortgage payment will not be applied if I do not pay {$1700.00} which includes their insurance and taxes. I have already paid the first installment of my property taxes. I do not need a second insurance policy on my apartment and the building XXXX has proven the building has an insurance policy. Newrez is forcing me to default on my mortgage payment by not applying my monthly mortgage payment towards the principal and interest as I have done for the last 13 years.
|
| 12/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have a a loan with New Rez. I have set up a auto payment with XXXX XXXXXXXX XXXX.
1 ) The payment comes out on XXXX of the month 2 ) In month of XX/XX/2021 since XXXX and XXXX were Saturday & Sunday respectively the payment was made by XXXX on XXXX XX/XX/XXXX3 ) NewRez systems did not recognize this payment. The marked XXXX late 4 ) We called them and informed them of the issue when we became aware. They requested documentation what we provided 5 ) The applied the payment in XXXX towards XXXX rent but reported late to the credit bureau. They also increased our principal payments and fines etc.
6 ) We talked to them on several occasions. First a lot of representatives are impolite and would not like to talk, hanging the phone.
7 ) We send a letter from our XXXX after they were not ready to talk 8 ) I called them on XX/XX/XXXX and they said that I should upload all the documents through website since they do not have any other way. I went on the website but was not able to find any place to upload the documents 9 ) They have not responded to my attorney. My attorney recommended that I should contact your esteemed office PRAYER I WORK FOR XXXX XXXX XXXX AND I NEED TO HAVE A VERY GOOD HISTORY FROM EVERY ANGLE TO BE AN EXAMPLARY EMPLOYEE. THIS ISSUE HAS CAUSED A LOT OF AGONY AND FINANCIAL IMPACT ON ME INCLUDING REFINANCE our refinance has been denied because of this reason. NewRez contacted us in XXXX to refinance but we refused. Looks like they are penalizing us for it and are sending weird reports to Consumer protection. We have paid them a lot of extra money and still not been able to resolve this issue.
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| 10/11/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
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Web |
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On XX/XX/2022 I started speaking with XXXX XXXX XXXX # XXXX to start a refinance with cash out. Over the next few days we communicated back and forth about the process. So at one point he tells me I am approved. I end up asking him MULTIPLE times if I was approved. He told me specifically that I was and that he was surprised. I felt uneasy. He then proceeded to tell me I need to pay XXXX dollars for appraisal. I told him that I shouldn't have pay out of pocket for that since I was already usung Newrez for my mortgage. He told me I could just put it on a credit card and pay it off when I got my cash from equity. I told him I didn't have it and he asked if I could pay XXXX dollars towards appraisal ( after he 'spoke to his manager ' ) and XXXX dollars towards another cost. I reluctantly did so. Now if he ran my credit he would have seen that I didn't qualify for cash out immediately due to my middle score not being at least a XXXX. So at this point he assured me I was approved and then took payment information. Then next day an appraisal was scheduled. Then the following day it was cancelled. I did read non refundable, however in the same paragraph it says I am allowed a refund due to being denied. He knew I would be denied and LIED. After this I tried reaching out to him via voice message and email several times ultimately being ghosted by him. He lied about my approval and took my monies knowing I wouldn't be approved in the first place. Then he would not return my phone calls or emails. I found out about the denial through the title company they used. I am due a refund. This was a scam from the beginning!
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| 02/14/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I was in forbearance during the pandemic and was working with my mortgage company Shellpoint, on a loan modification. We started working on this months ago and finally a few weeks ago I was given my three options and was approved for the modification I picked. I was told via email back in XXXX, I believe XX/XX/XXXX, that there was no paperwork necessary, but now there is and shellpoint is not providing me with my documents to sign and are threatening me now that I am in default. All of this since XX/XX/XXXX is documented via many, many emails. Shellpoint keeps feeding me lies and telling me that documents were mailed, then XXXX XXXX then telling me that I can get the documents from a notary service they hired on my behalf that I can never reach and the list goes on with the delay tactics. I am now past my deadline and Shellpoint will not let me speak to anyone other than the representative assigned to me. I have tried reaching FHA but I haven't had any luck getting a live person yet. I've reached out to local FHA/HUD locations and they said it's out of their realm. How can I get this resolved so that I do not lose my home? I have most conversations via email so that I can prove I've really done my duediligence in this matter and that Shellpoint seems to be delaying and making obstacles for me. I'm so worried now that I'm going to lose my home. There are more issues that I can explain such as conflicting information given, wrong websites to go find my documents, wrong phone numbers given, etc ... that has delayed this to this point where I'm terrified of what is going to happen now. Thank you for your time.
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| 11/13/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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NewRez ( aka ShellPoint ) purchased my mortgage from XXXX in XX/XX/2019. In XX/XX/2019 and upon learning of the sale of the mortgage to NewRez, my CPA, XXXX XXXX, set up an auto payment over the telephone with ShellPoint. ( The exact nature of the relationship of these two entities is unknown. However, NewRez purchased the loan, but does not accept calls from borrowers. XXXX customer service accepts the calls and the payments. It is very confusing. ) On XX/XX/XXXX, we learned from the credit reporting agencies that the auto payments were not set up by ShellPoint and the XXXX and XXXX payments had not been made. We received no notifications from ShellPoint/NewRez that the payments were due and unpaid.
Payment for XXXX, XXXX and XXXX was made on XX/XX/XXXX. An auto payment was successfully set up over the phone with ShellPoint.
ShellPoint has reported that the XXXX mortgage payment was 60 days past due. While I dispute any past due because the auto payment was established and sufficient funds were in the account, the XXXX payment was paid XX/XX/XXXX accounting to ShellPoint and was not past due even by ShellPoints records.
I sent this information to the 3 credit reporting agencies. XXXX has already responded that ShellPoint " verified '' the information in the report. However, this is impossible. I sent the payment history from ShellPoint showing the receipt of the XXXX payment on XX/XX/XXXX only 35 days after XX/XX/XXXX, a far cry from 60 days.
ShellPoint 's " verification of the information and XXXX XXXX decision to continue to report the XXXX payment as 60 days late is a willful misrepresentation.
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| 03/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I have a mortgage loan that I have had since XXXX and never missed or been late paying my monthly mortgage payment. My property located at XXXX XXXX XXXX, XXXX XXXX XXXX, # XXXX, XXXX, CA XXXX. XXXX, my mortgage loan # XXXX was transferred to Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, XXXX, MI XXXX. XXXX ) Firstly, Shellpoint said that I didn't have Hazard ( earthquake ) insurance coverage on my property, I sent them a copy of my XXXXXXXX XXXX XXXX XXXX of Liability for XXXX, XXXX, XXXX and current XXXX. 2 ) Secondly, Shellpoint said that I didn't have homeowner insurance which covered Betterment and Improvements. Once again, I provided Shellpoint a copy of my Pinecreek Villages Master All-in One HOA Insurance Policy which covers everything that is inside my unit that was there when I purchased the rental property in XXXX.
Shellpoint changed my mortgage contract and added an Escrow account without my knowledge or signature. They placed their expensive Lender Hazard Insurance, therefore increasing my monthly mortgage payment. Shellpoint have refused to accept my HOA XXXX, XXXX, XXXX, XXXX Certificates of Liabilities, or my personal XXXX XXXX policies for Hazard # XXXX and homeowners # XXXX.
I have called Shellpoint and spoken with numerous agents, and I have also sent the proof of insurance documents to Shellpoint via email and USPS. They still will not remove their Lender 's placed insurance, nor will they remove the escrow account from my mortgage contract and refund me my money for their Lender placed insurance.
Will you please help me?
XXXX XXXX XXXX Property Owner
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| 08/29/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We were going through XXXX to complete our modification, we turned in all necessary paperwork only to be called from our XXXX XXXX in the beginning of XXXX saying that we were being denied due to not having enough employment because when we first submitted the file I was on unemployment and during the process began working but with a decrease in pay. All of my pay stubs were submitted since XXXX of this year. Our XXXX representative had to submit the documentation all over again. In XXXX, we received a escrow refund check and was able to pay our XXXX mortgage with those funds not knowing that if the account was current, the modification could not be done. I received a call from our XXXX representative on XX/XX/XXXX with the bad news that since we paid our XXXX mortgage, we couldn't receive a modification. I explained to her that this is unacceptable, if the modification was completed correctly the first time before we ever received an escrow refund, our modification would have been approved and that it wasn't our fault that the documentation was there but the rep at Shell point neglected to double check the pay stubs or even ask. The reason I received was that she thought the pay stubs from XXXX until XXXX was unemployment when the pay stubs clearly state my employers name XXXX XXXX XXXX. So now we have to continue trying to pay the mortgage due to someone else 's mistake and in addition we never received the documentation of not being approved the 2nd time so that we could appeal the decision. Shell point doesn't want to work with their borrowers when they are experiencing hardship and it's a shame!!!!!!
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| 12/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I was informed by US mail, that from XXXX XXXX XXXX XXXX XXXX, Az XXXX of a " Notice of Servicing Transfer '' effective with payment due XX/XX/XXXX.
NewRez LLC would collect payment going forward.
contact information provided was NewRez LLC Customer Service XXXX XXXX XXXX XXXX, SC XXXX On XX/XX/XXXX, I was informed that I had successfully secured an online account to pay the XXXX mortgage with NewRez.
This email informed me that the Customer Service Team was available at XXXX or XXXX.
I could not access the payment account after setup to pay the XXXX payment, so I contacted their provided number by telephone call.
I informed them that I was the estate executive/Successor Trustee for the property/loan and was attempting to make a payment, but was locked out.
I was furthered informed that because of privacy, I would need to forward copies of Certificate of Death/Revocable Living Trust documents to NewRez.
I was provided a contact receipt via email on XX/XX/XXXX.
Followup phone calls informed me that Shellpoint Mortgage Servicing was confirmed as the actual responsible party for the XXXX transfer, ( NewRez LLC owns the lien but Shellpoint Mortgage Servicing ) would need the document as well, to assist me with payments.
As of today, XX/XX/XXXX, I have not received a response in any way, or the promised followup to assist me as the property owner to continue to make payments/provide whatever maybe requested as the heir/executive/trustee from either NewRez/or Shellpoint Mortgage Servicing.
The property has never been delinquent on a loan payment since it was purchased in XXXX.
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| 05/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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ShellPoint Mortgage has known that we have equity over $ 200k on our house since we defaulted on the loan. We tried to come to agreement with them on several occasions but they wanted us to come up with the full amount upfront. Because of that we ended up putting our house on the market and the same time they placed a notice of trustee sale. After getting an offer accepted Shellpoint refused to postpone the Trustee Sale unless we paid in full. We had to submit a complaint through the CFPB in order for them to postpone the trustee sale at the very last minute. After a month of escrow and as our closing date approached, the escrow company contacted Shellpoint mortgage to request the payoff amount. After multiple failed attempts I had to get involved and Shellpoint mortage informed days prior to closing that they couldn't give the escrow company the pay off amount unless they were authorized to do so. This has been super frustrating as they have known for weeks that we were due to close on XX/XX/XXXX. On Monday XX/XX/XXXX I contacted Shellpoint again to request the pay off and I was told that they would provide the escrow company the amount within 48 hours. Two days went by and the escrow company had not received the figures. I called again and spoke to someone who told me it would take them till Saturday the XXXX to get those figures. I told them the closing date was the XXXX and I was given multiple excuses including that their systems were down. I'm so frustrated by the lack of cooperating by this company. It seems as if the only option for them was foreclosing on my property and collecting all the fees.
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| 11/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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My loan was transferred from XXXX to XXXX XXXX XXXX, XXXX effective XX/XX/XXXX. I received a letter to that effect. ( Attached ) XXXX XXXX sent me an email on XX/XX/XXXX advising me that the transfer had taken place. ( Attached ) In the meantime, I have a property damage claim to my home which was paid by my insurance company by check made to me and to " XXXX, its successors or assigns ''.
Today ( XX/XX/18 ), I contacted XXXX XXXX for instructions to process this check so that I could have the damage to my home repaired, engage the contractor who has already provided the estimate and so forth. The XXXX XXXX customer service person informed me that the account information has not been transferred and that they are unable to assist me and were not sure when the " transfer '' would take place -- maybe Tuesday or Wednesday of next week, but she was not sure. ( An corollary problem was that the customer service line for the " insurance dept '' would drop each and every time I punched the number for connecting to it -- which means the phone system is being serviced by incompetents. ) I asked for a supervisor to assist me, but after being placed on hold, I was told that they had all gone home and there was no one that could be contacted to assist me.
I need to get the check endorsed and repairs on my home started and should not have to wait because XXXX ( or its principal ) and XXXX XXXX can not accomplish a transfer of accounts and data when they say it is taking place.
I believe they have a legal duty to service my account in a prompt manner and to accomplish the transfer when they say it will take place.
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| 11/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
Servicemember |
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XXXXSpoke with Supervisor, XXXX XXXX and explained he acknowledges and explained that I was again given inaccurateinformation regarding sending in a typedletter by agent, XXXX XXXX and apologized for their mistake and negligence. Contrary to previous agents direction, he requested a letter be sent in and and specifieda hand signature. That request was done right away and sent over. Again, further delayed due to companies negligence.
XXXXCalled to inquire about receipt of info. Spoke with agent and was told that the previous agent neglected to indicate that newly requested attached additional info should have been submitted. She apologized for the negligenceand I sent it over. Again, further delayed due to companies negligence.
XXXX XXXX Followedup with XXXX XXXX to confirm receipt of requested letter. Again, No receipt, confirmation or acknowledgement.
XXXXI spokewith XXXX XXXX and she requested a dispute letter and indicated that it could be typed. The dispute was typed and sent directly to her as advised. No receipt, confirmation or acknowledgement.
XXXXTo Whom It may Concern : We were told by your agent that we would not be penalized due to the implications of the natural disaster, Ian, in XXXX XXXX Our account is noted that I was impacted by the storm during travel and was unable to work due to family placement. We are currently back on track and saddened that we were given misinformation which has further impacted me and my family. I am requesting that the payment be removed as late from my credit as I was misinformed by your agent. Please assist us with this matter. Kindly, XXXX XXXX XXXX
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| 10/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Re : {$28000.00} Shellpoint Mortgage Discrepancy & Other Matters Loan # XXXX XXXX XXXX To Whom It May Concern : I received a Shell Point payoff notice, dated XX/XX/XXXX with a total payoff amount of {$100000.00}. Please see Exhibit A. The notice lists a Principal balance of {$79000.00} and Deferred Principal of {$28000.00}. I dispute the deferred principal balance of {$28000.00}.
On or about XX/XX/XXXX, I received my XXXX Form 1098 ( Mortgage Interest Statement ) for the tax year ended XX/XX/XXXX. Please see Exhibit B. In box 2, the Outstanding Mortgage Principal is listed as {$80000.00}. This amount appears wrong. How did the principal balance increase by {$830.00} from {$79000.00} to {$80000.00} from XX/XX/XXXX to XX/XX/XXXX. It's my understanding the principal balance should decrease each month after a payment. Nevertheless, this is the document that was reported to the IRS and there is no Deferred Principal listed. Also, after making at least 2 more payments during XXXX, Shellpoint has not explained to me how my principal balance increased instead of decreasing for payments made in XX/XX/XXXX and XX/XX/XXXX respectively.
Enclosed is a copy of my Mortgage Statement from Shellpoint, dated XX/XX/XXXX. Please see Exhibit XXXX The mortgage statement lists an Outstanding Principal of {$79000.00} and Deferred Balance of {$28000.00} ( total - {$100000.00} ). I again dispute the deferred principal balance of {$28000.00}.
I need help in obtaining my true and correct mortgage balance from Shellpoint!
If there are any questions, please call me.
Sincerely, XXXX XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX
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| 10/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My loan was sold to Shellpoint in XX/XX/2020. Since they have been servicing my loan I have been blocked from making additional principle payments. I have called several times and it has not been corrected. The first couple of months they kept telling me to wait. According to my loan, it's my right to make additional pre-payments towards principle in order to payoff my loan sooner. When I called in XXXX, I was told I must submit a {$15.00} payment in order to make additional principle payments, they informed me that I could not pay over the phone or online, I must mail it in. I did not owe {$15.00} towards my loan and I'm still confused about why I needed to pay in order to make additional payments. I mailed in the {$15.00} check on XX/XX/2020 and the check was cashed but not added to my account history as if the payment was never made. I don't feel like I'm being treated fair and now I have almost a whole year that I'm paying towards with no additional payments which will cost me triple the amount in the future. I just called again today XX/XX/2020 and was told to prove I paid and send a copy of the check using the online portal. I just complete that process. Today was the first time I was given these instructions. I feel they are doing this on purpose, they know they make more money over time. My mortgage have been serviced by 7 lenders and this is the first time I have not been able to make additional payments and have been charge a fee to make payments. I even paid the extra money in my regular payment to cover it and they still didn't allow me to make additional payments. Please help. Thank you.
|
| 08/31/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX due to an old IRS debt my accounts were frozen and I fell behind on my mortgage.In the end of XXXX I cashed out some of my retirement benefits to reinstate my mortgage. I ordered reinstatements beginning in XX/XX/XXXX. In XXXX my servicer transferred and I requested reinstatements that were not sent to me. The reinstatement requests were made XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. When the reinstatement finally arrived I had enough to pay the arrears but not the escrow. I asked the bank 's attorney if I could pay the missed payments and enter into a payment plan with the escrow. I was instructed to contact Shellpoint directly. Upon contacting Shellpoint I was advised that I would have to apply for a loan modification. I expressed worry at this since I had been denied for a loan modification with XXXX. The reason for denial was my debt to income was 12 %, I was an immediate default and my hardship had not been resolved. I can afford my mortgage, and my accounts had been restored since the IRS freeze so I did not feel as though I was accurately denied. I was hesitant to apply again because I felt as though there is reason to believe that I would again not get a fair review. I asked if I could negotiate the fees in the reinstatement and make a full payment or if I could make a large down payment and the rest could be capitilized. Shellpoint refused to work with me. Then the CARES act passed and I attempted to go onto a forbearance where I would be able to make a partial payment and send {$25000.00} and then apply for the modification. Again, Shellpoint refused to help me.
|
| 04/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
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WE TOTALY AGREE AND WE ENTIRELY IDENTIFY OURSELF WITH THE Prepared Remarks of CFPB Director XXXX XXXX on the XXXX XXXX XXXX XXXX XXXX. XX/XX/XXXX BECAUSE THATS EXACTLY WHAT HAPPENED TO THIS LOAN MODIFICATION.
IT WAS STUCK IN THE FINANCIAL CAOS OF XXXX.
SEE ATTACHED Document.
OUR ACCOUNT OF EVENTS : WE PURCHASED THIS PROPERTY IN XXXX FOR {$420000.00} WITH A LOAN FROM XXXX, THE BIGGEST LENDER IN THE COUNTRY AT THE TIME.
IN XXXX XXXX COLLAPSED AND XXXX XXXX XXXX INHERITED MILLIONS OF XXXX LOANS.
IN XXXX WE LOST OUR EMPLOYMENT AND WE DEFAULTED ON OUR OBLIGATIONS.
WE HIRED THE " LEGAL HELP GROUP '' WHO PROMISSED TO SAVE OUR HOME AND DELIVER A LOAN MODIFICATION.
WE SPENT 2 YEARS FAXING UPDATED FINANCIAL INFORMATION BUT NOTHING WAS DONE BY THE LEGAL HELP GROUP.
WE THEN APPLIED DIRECTLY TO XXXX XXXX XXXX.
TWO YEARS PASSED XXXX XXXX XXXX FAILED TO DELIVER.
THE LOAN WAS TRANSFERRED TO SHELLPOINT MTG.
SHELLPOINT MODIFIED THE LOAN SIX MONTH LATER, WHICH WE ACCEPTED IN PRINCIPLE BUT WE NEVER RECEIVED THE TERMS OF THE LOAN FOR OUR REVIEW.
THIS IS WHY WE HAVE REQUESTED A VALIDATION AND VERIFICATION OF THE ENTIRE HISTORY OF THIS LOAN WHICH WAS DISTORTED DURING THE FINANCIAL CRYSIS OF XXXX.
THIS HOME WAS MEANT TO CARRY US THRU THE RETIREMENT YEARS INSTEAD THE TOTAL AMOUNT DUE IS NOW AT A WOPPING {$800000.00} WE NEED ALL THE HELP WE CAN GET FROM CFPB, SHELLPOINT AND XXXX XXXX XXXX TO GENERATE A LOAN MODIFICATION THAT CAN TAKE INTO ACCOUNT THE UNFORTUNATE EVENYS OF XXXX AND XXXX AND DELIVER A MODIFIED LOAN WITH A TOTAL AMOUNT DUE NOT GREATER THEN {$150.00}, CALCULATED BY XXXX. ( SEE XXXX ESTIMATE ).
|
| 08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We have actually, recently paid off a mortgage serviced by NewRez/Shellpoint. Account number : XXXX XXXX address : XXXX XXXX XXXX XXXX, XXXX, CO XXXX. They acquired our mortgage for XXXX around the first of the year. In the transition, some automatic payments from our bank went to the old account at XXXX. In XXXX we became aware of the problem. We began a series of calls that has led to two of the errant payments being properly credited. We are still dealing with the third.
On XX/XX/2020, in response to a request from them, we sent unredacted bank statements for XXXX ( the month in question ) and XXXX, to show that a ) the payment was made and b ) that it was not refused and credited back to our account ( as their records indicate ). I called again today and was told that I could not even talk with someone in the department that is now dealing with this issue. We re-emailed the requested documents today and then came here to, after almost four months of frustration, file a complaint.
We are providing documentation below, which has been sent to Shellpoint ( multiple times ). Here we only want to add that we have never experienced a company where the employees have been uniformly not merely professional and polite but seemed to genuinely want to help but the entire system seems to be set up to make that impossible. You can not speak to the person you previously spoke to making the process both much slower and deadeningly repetitive. And once it is confirmed that you may indeed have a real problem with their service, you can't even talk to a person in the department that is dealing with you issue.
|
| 10/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XXXX, 2020, I refinanced my mortgage with NewRez. Note that I already had my existing mortgage with NewRez and had hoped this would make the process simpler than switching mortgage companies. Unfortunately, during the refinancing process, NewRez made numerous intentional errors on all of the paperwork. In general, they kept trying to add services and fees onto my mortgage that I did not want to include ( e.g. homeowners insurance, homeowners association fees ) - I informed NewRez that these fees are not part of my current mortgage and that I do not want them to be included in my mortgage because I pay them myself. The only items that were to be included in the new mortgage were the principal payment, the interest, and an escrow account for my property taxes. I informed NewRez numerous times ( verbally and in writing ) that I did not want these items to be included, and I refused to sign the refinancing paperwork on numerous occasions because they kept trying to sneak items into the mortgage. Finally, NewRez seemed to have corrected the paperwork and I agreed to sign the final closing papers. However, since the loan closed, I've learned that NewRez has not abided by the terms of the signed mortgage papers. Unfortunately, NewRez set up my account incorrectly based on how they wanted my loan to be originally ( including adding these services that I did not want ) and never contacted the county where I pay my property taxes that I have an impound account. NewRez claims they have fixed the errors but when I log onto my account on the NewRez web site, I do not see that any corrections have been made.
|
| 02/13/2020 |
Yes |
|
- Trouble during payment process
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Web |
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I purchased my home on XX/XX/XXXX and my mortgage was sold from XXXX XXXX XXXX to the company called NewRez. When I purchased my home my full payment was {$720.00} that number includes the Mortgage insurance, homeowners insurance and principal and interest. I received my first letter from NewRez on XX/XX/XXXX stating my first payment due on XX/XX/XXXX would be {$720.00}. I received a second letter from NewRez on XX/XX/XXXX stating the payment due on XX/XX/XXXX would be {$520.00}. When I called to ask why the payment changed no one knew why so I paid the full amount which I knew to be correct of {$720.00} and asked the employee to figure out where the money needed to go so my mortgage and homeowners insurance would be paid. I paid the correct full amount of {$720.00} in XXXX and XXXX and then I received an email from NewRez stating that they ran a mortgage analysis and that because I hadnt be paying enough my payment would be going up starting XX/XX/XXXX to {$760.00} when I talked to a customer service rep from NewRez on XX/XX/XXXX I asked that they redo the mortgage analysis because no one seemed to know where my payment was going I was advised it could take 30 days to redo. When I called on XX/XX/XXXX to get a status update the employee informed me that the request for the analysis redo hadnt been started and that they would start it that day so I paid what I believe to be an incorrect amount in the month on XXXX and XXXX and will probably have to again in XXXX because i cant seem to get anyone who has any idea whats going on with my account or what my payment should be every single time I call.
|
| 03/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I applied for a loan modification with my lender Shellpoint. On XX/XX/2020, I spoke with XXXX whom informed me I was approved fora streamline trial modification starting on XX/XX/2020 in the amount of {$930.00}. I was advised the approval letter was going to be mailed to me in a couple of days. I was also told I could call back in an obtain a copy via fax once it was available. There was a pending foreclosure sale date of XX/XX/2020 on my loan but due to the approval I was not concerned as I was accepting the approval. Then on XX/XX/2020 I receive a phone call from Shellpoint telling me my sale is still active and what am I going to do, I was confused as I was just told a few days prior I was approved with the first payment starting XX/XX/2020 so why would they proceed with the sale date? I was advised from XXXX XXXX, on behalf of Shellpoint that he did see my file was pending the final approval but because there is a trustee sale date the approval is more than likely going to be denied. Per Mr. XXXX XXXX he is sorry someone did not provide me with the entire information and they are moving forward with the trustee sale date. I then asked to speak with a supervisor. Per Mr. XXXX XXXX he will transfer me to a supervisor but instead I got transferred back to the automated system.
I was never assigned a point of contact throughout the process and Shellpoint never reached out to me for options except that one time only to tell me my house was selling the NEXT day. So due to their mistakes, my home has now sold to a 3rd party and I am facing eviction. This is a prime example of wrongful foreclosure.
|
| 11/22/2021 |
Yes |
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- Struggling to pay mortgage
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|
Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX.
ShellPoint Mortgage XXXX XXXX XXXX XXXX, MI XXXX Re : Request to Review Basis for Denial of Loan Modification Account Number : XXXX Subject Property : XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX.
Owner : XXXX XXXX XXXX Dear CFPB : I am writing to you because I am trying to seek a loan modification, and I believe that the loan servicer ( ShellPoint Mortgage ), is refusing to follow the guidelines pursuant to XXXX. I am asking the CFPB to please conduct a review of my account to determine if my suspicions are correct. I have owned the subject property since XXXX. Although ShellPoint is my loan servicer, I am unaware of the present lender, which is allegedly a governmental organization. I have tried to obtain a loan modification through their loss mitigation program. I have not been advised of the status of my loan modification/RMA packet aside from a denial based on ( 1 ) lack of documents ; BUT ; ( 2 ) I was informed in writing and telephonically that my application was complete. ) This can not be reconciled. Therefore, because XXXX has been the designated loan servicer, I am asking that you look into the following issues : Did the servicer give me a fair opportunity to be evaluated under XXXX ( and all relevant laws ), because my application was denied for lack of documents despite XXXX previously acknowledging that my loan modification/RMA packet XXXX packet ) was complete? For what reason ( s ) am I ineligible for co-signer release? And, if I am not truly eligible, can you help me understand the reasons why I would be deemed ineligible?
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| 03/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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This is a follow up complaint subsequent and in direct relation to the previous complaints filed against Shellpoint and Caliber Home Loans. ( Please review those complaints as they are tied to the second and erroneous XXXX forebearance agreement that Shellpoint completed in XXXX ( which I did not request ). I have a COVID forebearance agreement signed with XXXX and myself in XX/XX/XXXX. I HAVE NO IDEA why Shellpoint would issue a new and different agreement i that I did not sign or request ( XX/XX/XXXX ). No one called to ask me about a new forebearance agreement or mention in writing in advance or at any time to me that Shellpoint was deciding to create an entirely new XXXX foreberance agreement, separate from the one I have in place with XXXX. In addition, Shellpoint has charged me a {$15.00} 'Property Inspection Disbursement Fee ' on XX/XX/XXXX that I have no idea what it is for as no one has inspected my property and I did not request an inspection. That fee is now showing up as a late fee on my past 2 ( XXXX and XXXX ) mortgage statements. Shellpoint needs to remove this fee along with any associated late charges. Doing the agreement and adding false charges seems is entirely illegal and I'm sure goes against all kinds of banking/mortgage laws to enact/charge these without my knowledge, agreement or notification. ( Note : the online account/monthly mortgage due amount does NOT reflect the {$15.00} fee due for my next mortage payment. However, printed statements and e-statements DO reflect that incorrect {$15.00} fee due, so even the information that Shellpoint provides is not accurate. )
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| 06/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This has been an ongoing problem. Prior to my current lender, NewRez, LLC ( c/o Shellpoint Mortgage Services ) obtaining the loan I did a refi on my mortgage. Then before making a first payment XXXX XXXX sold the loan to NewRez.
Since the refi was in XXXX both former lenders collected and paid the XX/XX/XXXX property tax installment.
In XXXX I discovered that the County did not refund the duplicate payment but rather attributed it as early payment to the XX/XX/XXXX installment.
In the mean time, NewRez has been collecting {$520.00} in escrow monthly to cover mainly taxes, as well as roughly {$130.00} homeowners insurance monthly.
The escrow account balance continues to grow as they never paid the XX/XX/XXXX taxes ( since it was already paid by duplicate XXXX installment ). However, they have not returned the money but rather are keeping it indefinitely in the escrow account.
The current balance as of XX/XX/XXXX statement is {$4900.00}.
I have reached out over the phone and the rep told me to go to their website and request an escrow analysis. I have done so three times without successful resolution.
I keep getting similar responses, such as " we are waiting for a refund from the county '' ( False, the property taxes we NOT paid by NewRez. Not refund expected. ) or " we can not do an escrow analysis on the account at this time. '' or " It will be done by end the XXXX ''. Then I reached out again at the end of XXXX and was told it would be done by the end of XXXX.
The bottom line, I am being strung along and they are wrongfully retaining funds I am entitled to receive since XX/XX/XXXX.
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| 06/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2021, a bank cashier 's check in the {$1700.00} was send to Shellpoint Mortgage Servicing, by XXXX Overnight Priority and was delivered on XX/XX/2021 at XXXX at the location of Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX SC XXXX. The payment for XX/XX/2021 was a XXXX XXXX Cashier 's Check dated XX/XX/2021 and check number ( XXXX ), was shipped on XXXX XXXX by XXXX and delivered on XX/XX/2021, which was signed by Mr. XXXX XXXX at the Mailroom for Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX. As of XX/XX/2021 the payment for XX/XX/2021 still has not been posted to Mr. XXXX account. A follow up call was done on XX/XX/2021 at XXXX by the homeowner Mr. XXXX , per a telephone conversation with a Shellpoint Mortgage Servicing Customer Service Agent named XXXX , to follow up with the whereabouts of Mr. XXXX XX/XX/2021 mortgage payment has not be received. Mr. XXXX stated to the customer service agent that the XX/XX/2021 was delivered and signed for by a Mr. XXXX at the Mailroom for Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX. The customer service agent informed Mr. XXXX, to send in a letter of inquiry and proof of payment.
As of XX/XX/2021 Mr. XXXX fax all documents of proof of payment to Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX, SC XXXX. The purpose of this complaint is to make Shellpoint Mortgage Servicing a accountable for the misplacing customer 's mortgage 's payment, when the customer ( Mr. XXXX ) has showed the burden of proof the payment in question ( XX/XX/2021 ).
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| 05/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX of XXXX I put the house on the market with a real estate agent in the attempt to do a short sale, since my husband died some years ago I have had a hard time with the up keep as well as paying the mortgage. I filled out the loss mitigation package and sent it to my mortgage company. I received and offer of {$120000.00} that was rejected by my mortgage company the buyer and the mortgage company went back and forth with negotiations up to {$140000.00} which broke the deal for any additional amount over and above that from the buyer. Other offers came in during this time {$120000.00} - $ XXXXthen showings stopped and/or were canceled due to the condition of the property. XX/XX/XXXX another offer came in starting at {$150000.00} rejected by the bank, when I spoke to the mortgage company 's negotiator XXXX XXXX he stated that they had not even shown it to the investor. I was furious because of the delay of them responding to me and the BPO expiring and each time having to wait for an evaluation I felt as if they just wanted to foreclose on me. the final offer submitted was {$170000.00} and the appraisal value that the bank has is {$190000.00}. I need your assistance in evaluating on the end of the mortgage company if I have been treated fairly. They initially did not even have the accurate information to give me for this process the delay has been so long and I am becoming more and more fearful of foreclosure and the judgement associated with this. I have not received any letters to confirm that they have rejected the offers and have asked for a supervisor call that hasn't happened to date.
|
| 03/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My mortgage was sold to Shellpoint in XX/XX/XXXX. In XX/XX/XXXX I received a request for proof of insurance which I faxed over on XX/XX/XXXX ( policy was from XX/XX/XXXX to XX/XX/XXXX ). In XXXX I made sure to upload the new policy ( dated XX/XX/XXXX to XX/XX/XXXX ) to Shellpoint. I have attached proof that Shellpoint received both of these policies. In XX/XX/XXXX Shellpoint disbursed {$2200.00} from my escrow account. When I questioned this I was told it was for lender placed insurance that had been cancelled. I have been trying usuccessfully for months to find out why lender placed insurance was added to my account since I had provided them with all of the relevant insurance policies. I can't even tell you the number of people I've spoken to on the phone, none of whom gave me a straight answer. I do not escrow for any insurance as the mortgage is for a condo and the condo association maintains the insurance on the structure. The one response I did get from Shellpoint was that they had cancelled the lender placed insurance in XXXX, which still doesn't explain why over XXXX XXXX dollars was taken from my escrow in XXXX. Even if they placed insurance in XXXX and cancelled it in XXXX it wouldn't cost XXXX for less than one month. And now my mortgage payment has gone up for {$150.00} per month to cover the escrow shortage. I am truly hoping you can assist in getting my money returned to me. I am aware that mistakes happen, but Shellpoints unwillingness to correct the situation is unacceptable. By now they are in violation of Reg E as they have failed to address my concerns in a timely matter.
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| 03/25/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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Web |
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I am writing this letter regarding my mortgage loan I have had since XXXX, XXXX for my house. My involvement with the Loss Mitigation Department of Shellpoint Mortgage Services began in early XXXX XXXX.
I had an unexpected downturn in my business in XXXX XXXX, which resulted in a significant loss of income and my inability to make my mortgage payment. I immediately contacted XXXX XXXX XXXX Mortgage customer service department to learn about the options available. I received a detailed package in the mail to initiate the loan mitigation process. Meanwhile my mortgage was transferred to ShellPoint Mortgage Services.
I have submitted all required documents to ShellPoint Mortgage Services numerous times from XXXX, XXXX to XXXX, XXXX. When I call to check the status of my packet, I am forced to leave a voicemail. On occasion I have had the opportunity to speak to an agent, who indicates the packet had not been sent to the loan processor yet and to call back, or the packet is with the loan processor and they will call me. After repeated attempts and requests the progress remains null.
At this point in the process it is clear that Shellpoint Mortgage Services Loss Mitigation Department is engaged in a pattern and practice, which is certainly unsupportive. I have complied with all the requests from Shellpoint Mortgage Services, however, it appears the overriding goal of the Loss Mitigation Department is to force my loan into foreclosure and take my property from me.
I have been making payments, but remain behind and I have difficulty maintaing the payments at this point and need assistance.
|
| 09/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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In 2020 during the pandemic Covid 19 I applied for a motivation after a divorce where I was awarded the property. Both Attorny advised me & my ex husband that he was not on the deed. They contacted the deeds office in our presence. My modification was approved after I successfully completed the trial payments. The repress of Shellpoint mortgage who handled the modification, continuously asked for additional documentation. The final and ONLY document that I was unable to provide was the stamped quit claim deed from the Recorder of Deeds office because ALL offices were closed to protect their employees from the deadly virus. Shellpoint Mortgage Servicing rescinded the approval and denied the modification.
XXXX XXXX did a modification in approximately 2006 and my ex husband refused to sign the closing documents. I suspect that they forged his signature on the closing documents.
I appealed Shellpoint Mortgage decision and was still denied. I advised XXXX to motion the case into court because I felt discriminated. They did not do as I asked. I was informed by the attorney that filing a complaint may hinder me from getting my modification or my issues resolved. In turn, Shelllpoint transferred the mortgage to XXXX XXXX immediately after they denied the modification. XXXX XXXX spoke to me several times then denied to speak with me because I was represented by an attorney. XXXX has continuously denied my modification stating my income isnt adequate and I make more than I did previously. I am currently providing XXXX additional documentation and feel discriminated as they continue to deny me.
|
| 07/15/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/XXXX, I got my 30-year fixed mortgage from XXXX and have always been paying on-time $ XXXX. In XX/XX/XXXX, New Penn Financial ( currently NewRez ) bought the mortgage from XXXX. During the transition, I was informed that my mortgage remains absolutely unchanged except that payments will now go to the new servicer. Since XXXX NewRez started unfair and deceptive practices with this mortgage. In the XXXX statement the monthly payment changed from {$590.00} to {$600.00} without any reason. After contacting their customer service, they could not explain why and never fixed the wrong payment amount. Since XXXX they started sending me letters about hazard insurance that never had anything to do with my mortgage. I have never missed a payment ( auto-pay from my bank account ) and the mortgage has PMI from day one. For the past few months, NewRez continued harassing me with letters even after I contacted them. This month, they sent me letters showing they added thousands of dollars of insurance on my mortgage and showing huge deficit in my escrow balance and that I am default on my payments even though I have been paying the fixed {$590.00} per month on-time. On these letters, NewRez is threatening me to report me to the credit agencies and to take legal actions. Please see attached documents showing information on loan origin, current status and deceptive fees added by NewRez in recent months. Being a good citizen, I am requesting your urgent help against these fraudulent activities, deceptive tactics and harassment from this servicer. Your kind help will be greatly appreciated. Thanks.
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| 09/10/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
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Web |
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Back in 2008 when US economy went upside down due to banking unregulated methods ( XXXX XXXX etc ... ) I lost my home and a business. I lost ability to pay my obligations.
I owned home on XXXX XXXX XXXX XXXX in XXXX XXXX , FL XXXX financed by XXXX XXXXXXXX XXXX .
XXXX XXXXXXXX XXXX took bailout money paid by us taxpayers and walked away laughing.
I tried to short sell the home and set up pay-off of the debt. XXXX XXXX XXXX declined 6 short sales and declined to even talk to me about other ways to pay off my loan.
Years have passed by and XXXX XXXX XXXX didn't foreclose on me in legal manner ( I believe there is statue of limitation of 5 years in State of Florida ) and sometime later on they sold my loan pennys on a dollar to XXXX XXXX XXXX collection agency. After that agency was sued by small lawyer for wrongdoing they than sold it to present collection agency Shellpoint Mortgage Servicing company. XXXX XXXX XXXX, XXXX, TX XXXX. Phone XXXX This company is constantly harrasing me with phone calls without message ( mute calls ) and monthly letters threatning me with legal actions. They also, are ruining my credit report.
It is over 10 years since I incurred debt that XXXX XXXX XXXX abandoned as all wealthy and company do knowing no one will hound them though they are the one who ruined hard working people like me.
I am asking for help as it is mentally draining to wait each month for the same scenario.
I live of XXXX social security XXXX thanks to decissions made by our governement but, it is me/us who always paid and pay the price of reckless governing.
Sincerely XXXX XXXX XXXX
|
| 09/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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For over a year now I have received assistance from my local township to help pay my mortgage. Due to this I have had to make partial mortgage payments. The township pays {$300.00} in the beginning of the month and I pay the remaining at some point in the month as well. I have exclusively worked with XXXX XXXX, Loss Mitigation Specialist XXXX ( Office ) XXXX ( Toll-Free ) XXXX ( Fax ) XXXX For over a year. I check in with him every month to ensure all payments have been received. Most recently I contacted him in XXXX of XXXX because strangers were taking photos of my home and stated they were from Shellpoint. I asked him if anything was wrong and i was assured by him that the mortgage was in current standing. 3 weeks later I receive a letter stating that the mortgage is past due {$2700.00}. So I called to find out what was going on. I couldn't get in contact with XXXX XXXX so I spoke with whoever was available. The women told me that the mortgage was past due because there was never a payment made in XXXX of XXXX and we have been past due since then. Imagine my surprise since i have spoken to XXXX XXXX every month. She stated that if I had proof it was paid that the mortgage would turn current. I sent them all the proofs of payment, and they still sent me another letter stating that I am past due. I have contacted them on multiple occasions asking how is it possible that the mortgage is still past due. No one will return my calls, no one will return my emails, XXXX XXXX refuses to answer me. They are not threatening me with foreclosure. i have proof of every single payment made to them.
|
| 05/25/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
|
Shellpoint Mortgage XXXX has been illegally reporting late payments to all three Credit Bureaus stemming back to XX/XX/2020. While I was in a COVID 19 Repayment program Shellpoint promised not to charge any late fees or report any negative credit reports against me. I entered into the forbearance agreement with Shellpoint in XX/XX/2020. On XXXX, XXXX & XX/XX/2020, Shellpoint Mortgage reported to all three credit reports that my mortgage was 60 days late. Then recently, Shellpoint Mortgage reported that my mortgage was 30 days late, when in fact, my mortgage has not been late since I entered the COVID repayment/forbearance agreement/period.
Below is what is listed on Shellpoint Mortgage website. Shellpoint Mortgage and the three Credit Bureaus XXXX, XXXX and XXXX has disenfranchised me by falsely reporting these errors on my credit report, causing me to have a lower credit score and be denied critical lifechanging loans. I am respectfully requesting my credit reports are updated to reflect NO negative mortgage payments from the period of XX/XX/2020 until present. This is my right as a consumer to have an accurate credit report. I request my credit reports be updated immediately. I am attaching a copy of XX/XX/2020 statement to corroborate my aforementioned statement. Please review additional information where it indicates that I am in a repayment plan.
During the forbearance period, we wont charge you any late fees. Also, we wont file any negative credit reports against you. But before your forbearance period ends, well work with you to build a plan to repay the payments you missed.
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| 05/14/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I am a Veteran. I have a VA loan, serviced by Shellpoint. The CARES ACT allows for Veterans to ask for Forbearance. The details are outlined here : https : //www.benefits.va.gov/HOMELOANS/documents/circulars/26_20_12.pdf I requested 180 days of forbearance. The CARES ACT States : 3. Forbearance. The borrower may request an initial forbearance period of up to 180-days, regardless of the borrowers delinquency status. If the borrower makes the attestation discussed above, the servicer must grant the forbearance request, with no additional documentation. This forbearance must be extended, at the borrowers request, for an additional period of up to 180 days. When a borrower contacts the servicer, VA expects the servicer to inform the borrower of the borrowers forbearance rights. The borrower, not the servicer, is entitled to determine the period of the forbearance, subject to the statutory limit of up to 360 days.
Shellpoint told me I could only do 90 days forbearance, and then request an additional 90 days. This goes against what the CARES ACT states. The CARES ACT states I can request 180 days, and then after that an additional 180 days. I contacted the VA and they said some servicers were not abiding by the rules of the CARES ACT and that my only remedy in their experience is to contact the CFPB which I am doing.
I would like 180 days forbearance. I requested this from my appointed representative from Shellpoint : XXXX XXXX Loss Mitigation Specialist, Shellpoint Mortgage Servicing Hours of Operation : 8am 5pm ( XXXX ) XXXX ( Direct ) ( XXXX ) XXXX ( toll free ) XXXX shellpointmtg.com
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| 01/18/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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|
Web |
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On XX/XX/2023 NewRez took over servicing my loan from XXXX XXXX. In early XX/XX/2023, NewRez, despite being listed on my insurance declaration page, and being notified by my insurance company, XXXX, did not pay my homeowners insurance. Over the course of late XXXX and much of XXXX, NewRez claimed that they were going to pay the insurance, so the policy could be reinstated, but never did. I called every two weeks. They told both my insurance company and my broker they were going to send a payment, but neglected to do so. Finally on XX/XX/XXXX, on a joint call with NewRez and my insurance company XXXX, I was told by XXXX that there was no way to reinstate the policy and that the insurance company had told the last two NewRez representatives that very information. In early XXXX, NewRez, with out sending me notice, placed me on their lender insurance. Now, because of their malfeasance, I am having difficulty getting homeowners insurance, because to the insurance brokers/companies, it appears as if I have been uninsurance since XX/XX/2023.
Based on the way NewRez handled my payment of my homeowners insurance, I believe not paying the insurance of their customers may be just the way they do business and could be a systemic problem. By not paying my insurance I was forced to be on their high risk insurance. Meanwhile, they had all the money I had been paying for my insurance in escrow.
Additionally, during this time period I had a property claim. Their handling of this claim, which is still not resolved has been abysmal. The damage happened XX/XX/XXXX and the claim is still not resolved.
|
| 12/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I tried calling this Shellpoint ( NewRez ) to delay my payment and put myself in a forbearance program and connecting with the department was extremely difficult and wasn't successful in connecting with a agent.
Therefore, so between being furloughed for over 3 month and then getting XXXX with XXXX XXXX. I must have overlooked the payment and without being successful with connecting with an agent. After all I was also XXXX XXXX with XXXX and wasn't in the correct state of mind will the illness.
I called Shellpoint to explain the situation and they had no intention in helping me but I believe I was speaking with someone without the authority to help me. I was thinking surely they can see that this is a special circumstance and would be willing help. I believe in compassion and that we live in a world where empathy is something that big companies can still exercise given the correct circumstance. I do appreciate NewRez before this point they have been great to work with and extended there business to me and I will be forever grateful for this.
I am trying to rebuild my credit in preparation for business oppurtunities. I have been able to show that I am capable of responsible credit management as reflected in my credit records. I am requesting that you give me a second chance at a positive credit rating by revising my trade line with the Credit Reporting Agencies. I sincerely hope that there is redemption at NewRez, and I beg you for such consideration. Please let me know if any additional documentation would assist in reaching a positive outcome.
Very Hopefully, XXXX XXXX XXXX
|
| 08/21/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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Web |
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I had a mortgage payment of {$1600.00} on XX/XX/19. I talked to my single point of contact, XXXX XXXX, and told her we were short but could make a partial payment and would make up the rest when we could. We went ahead and made a payment of {$1200.00}. We also later made a payment of {$75.00}.
Going forward I went ahead and continued making payments for the loan due XX/XX/19, XX/XX/19 etc. It turns out that Shellpoint took the money I paid for XXXX and instead of applying it to the loan they posted it to an unapplied account. As I continued to make payments every month they would apply to the previous month and report it as late.
They continued to do this until the fall and then initiated foreclosure proceedings, over {$290.00}. When I received the foreclosure notice they said all I had to do was pay the {$290.00} and the account would be current, which I did. But they reported 9 late payments to the Credit Bureaus. Nine. This has destroyed my credit rating.
I have tried to resolve this with Shellpoint and have this removed from my credit reports. They have refused. I said they should have just told me that all I had to do was pay the {$290.00} and it would be resolved. They said they sent me a letter in XXXX but I received no such letter. They said they called about it. I can tell you this. We have an invalid daughter at home. She did say that Shellpoint would call 8-9 times per day but never leave a nessage. I have confirmed this through phone records, that Shellpoint was calling a land line 8-9 times a day, which by the way is considered harassment in the state of California.
|
| 09/30/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
We are trying to sell our house. We accepted an offer from XXXX XXXX XXXX and the pre-approval of {$450000.00} was supplied by XXXX XXXX XXXX written by XXXX XXXX. After two addendum due to issues securing financing we gave them a third try but requested they use our lender. We had moved out prior to closing in anticipation of the first proposed closing date and after the second addendum passed we claimed the earnest money to cover the extra expenses of two payments etc. The entire time they requested repeatedly to move in prior to signing, due various hardships. Then as they walked away from the deal it became apparent that they could n't get the financing due to reported income and what appears to be blatant tax evasion by XXXX XXXX. In fact, the lender we recommended via my broker let it be known the the approval letter should never have been written. It was fraudulent and XXXX XXXX is the brother-in-law of XXXX XXXX. The pre-approval was dated XXXX XXXX 2017 and we accepted it on good faith. If we had let them move in early there is little chance they would have been able to secure financing in a reasonable time frame and I would have unwanted renters and not sure if they would even pay rent. This cost me time and money while eating up the prime season to sell a home. End of summer and they walk away. This needs to be looked into in case they are trying to wiggle into someone else 's home in order to squat with a phone pre-approval by a illegitimate lender approval and cost another seller so much time and money. More details are available upon request i.e. addendums, dates, etc.
|
| 12/13/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
We have an insurance claim and our insurance check of {$54000.00} was required to be sent to our mortgage company, Shellpoint Mortgaging to disburse the funds back to us working in conjunction with XXXX XXXX which seams as an umbrella of Shellpoint as they are both at the same address and suite number. Shellpoint uses the company XXXX XXXX to disburse those funds. On XX/XX/XXXX we were instructed by Shellpoints Loss Draft Department operated by XXXX XXXX, in order to expedite our funds in 8 to 10 business days, we needed to upload the adjusters report and the contractors estimate and overnight the check for {$54000.00} and provide a prepaid overnight return label to receive our funds which we provided. On XX/XX/XXXX we uploaded the contractors estimate to XXXX XXXX 's portal timestamped on XX/XX/XXXX. On XX/XX/XXXX we uploaded the adjusters report to XXXX XXXX 's portal timestamped on XX/XX/XXXX. On XX/XX/XXXX we overnighted via XXXX the check for {$54000.00} to Shellpoint Mortgage Services Loss Draft Department with tracking number XXXX. Shellpoint received that check on XX/XX/XXXX at XXXX. We provided a prepaid overnight label via XXXX to Shellpoint to send our funds back to us and as of XX/XX/XXXX, day 23, we have no funds that have been sent to us. In bad faith, Shellpoint in conjunction with XXXX XXXX has lied to us, provided misinformation on when funds will be sent and how much funds will be sent. Their reviews show a pattern with at least 47 other victims of the same fraudulent actions by Shellpoint working in conjunction with XXXX XXXX. XXXX XXXX XXXX reviews XXXX XXXX XXXX
|
| 06/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I started the modification request process on XX/XX/XXXX. After months and months of delays by Shellpoint ( including no response, repeated requests for same documents and etc. ), I finally received verbal and written confirmation ( see letter dated XX/XX/XXXX ) that the file was complete and was being submitted to underwriting. I then received the letter dated XX/XX/XXXX stating it had been denied because I haven't provided the documents requested!!! I called and wrote a complaint to them asking how it was possible that after finally acknowledging that it was complete on XX/XX/XXXX, could they send me a denial on XX/XX/XXXX based on incomplete information. They said they would respond within XXXX days. When I didn't hear back from them within XXXX days, I followed up. I then received a letter stating they would respond to THAT within XXXX days. I then called them and they said because so much time had elapsed, I'd have to start the process over!!! I explained to the representative and then to the the XXXX that I was waiting for a response as to how they could possibly decline for being incomplete when they acknowledged that it WAS complete. They said they would escalate to management and get back to me. That was several weeks ago and I haven't heard back from anyone! Now the XXXX XXXX sale is scheduled for XX/XX/XXXX and my family and I risk being evicted. PLEASE help me in getting them to respond to my modification request. I want to work out a payment schedule and try to save my home.
I have attached the pertinent documents but certainly can provide anything else you XXXX need.
|
| 01/10/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
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|
I am in default on a mortgage made originally to XXXX then purchased by XXXX. I was working with XXXX on a Short Sale on the subject property due to financial difficulties. During the Short Sale process the loan was sold to Shellpoint Mortgage. I understood the need to begin the Short Sale process over again and did so. Completed paperwork XXXX times as each time due to Shellpoints delay the paperwork had to be updated. Was approved for the Short Sale then Shellpoint held up the process. Buyer walked a way in frustration. Then agreed to do a Deed in Lieu. This last action was agreed to over XXXX months ago. Shellpoint provided a list of items they required for the Deed in Lieu. We met each condition. One condition was to remove all tenants from the property so that they could take over the property with their own management team. We vacated the property which meant no income coming in. This was over XXXX months ago and Shellpoint has yet to move on the Deed in Lieu. Only stating to us that paperwork is in process. Shellpoint is adding interest and property management fees to the total owed each month. They refuse to communicate via email or in person. They do not answer their phone and require you to leave messages which they do not return. If they call they do not leave a message. They only send a monthly statement with fees added to the amount owed. We are willing to do the Deed in Lieu or Foreclosure but they refuse to move with regard to completing the process. We are at a loss on what to do. This is very frustrating to say the least. Do n't know where to turn or how to move on.
|
| 11/13/2020 |
No |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
We have been in the process of re-financing a loan with NewRez LLC since an initial application in XX/XX/2020.
Numerous promises of immanent closing have been received beginning with the receipt of the Initial Disclosure Package dated XX/XX/2020.
Because of the delay on closing from NewRez, the entire ( or portions thereof ) package of financial documents have needed updating several times, XX/XX/2020, XX/XX/2020, XX/XX/2020.
There have been multiple inquiries from our end into the status of the process and most have not been responded to and when there is a response it is that the process is near an end. However, nothing other than requests for updated financial documents and more promises are received.
We consider that there is easily ample financial backing to complete the process and see no reason for the continued delay. In addition considerable financial harm has been incurred because of excess interest paid on the current loan and loss of revenue from a premature sale of other investments. Total financial loss to date is approaching {$28000.00}.
In summary : 1 ) NewRez has not made a timely credit decision.
2 ) NewRez has not provided any communication about any credit weaknesses that have caused the continued delay in processing or closing.
3 ) The delay by NewRez has caused financial harm due to the ongoing delays including added interest expense on the loan and lost income on investments.
4 ) Requests to have this situation resolved internally multiple times by email, mail and phone calls including requests to file formal internal complaints have all been ignored.
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| 10/24/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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To : Consumer Finance WWW. Consumerfinance.gov Dated : XX/XX/2020 Loan # XXXX Dear Sirs : I want to file a complaint against NewRez, XXXX, SC XXXX XXXX Escrow Department. In XX/XX/2020 I closed a VA loan with NewRez which included a tax and insurance reserve account. At that time the closing included a tax payment for the real estate taxes due on XX/XX/2020. In XXXX of 2020 I received a tax lien on the property at XXXX XXXX XXXX XXXX which is the property for the VA loan. In XX/XX/2020 I called NewRez and told them about the tax lien. FromXX/XX/2020 to XXXX of 2020 I tried to resolve this problem but got the same answer that they are working on it. I never got to speak to anyone in the Escrow Department. This was a simple mistake on their part and an easy fix but no one would communicate with me. Just same old response they are working on it. In XX/XX/2020 I was informed my property would be up for a tax sale. Consequentially I paid the taxes up and got a receipt. I have repeatedly asked to drop my escrow and will pay it myself but got no response. This cost me an extra {$250.00} estimated in late charges, fees, and someone else taxes being paid.
I cant believe that VA and XXXX would allow a financial institution to have an escrow department and not have anybody to communicate with. I am requesting NewRez pay for my extra costs and close my tax and insurance account. Also I have applied to refinance my existing loan with NewRez at a 2.25 % interest and do not want a tax and insurance reserve account. I have numerous emails to substantiate my contacts with NewRez.
XXXX XXXX
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| 02/27/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I submitted a complaint on the cfpb website stating that shellpoint is in violation of the cares act. The cares act is meant to protect consumers from having their credit score hurt XXXX XXXX who works for shellpoint hasn't addressed any of my complaints. The XXXX XXXX website promises consumers that id they choose to go into the covid forbearance plan... It will not affect their credit scores and the WILL be able to refinance in the future if they make 3 successful payments once out of forbearance My rights are being violated.
XXXX ... Where is your heart?
I was sick with XXXX in the XXXX.
I'm an honest consumer who never had a late payment ever since 2015 What is shellpoint gaining by braeking the law and reporting me 120 days past due when I have made 5 consecutive payments in a row?
Do you like to torture your customers?
Does it give you please when an honest hard working man needs to have a low credit score and pay higher interest on credit cards when he was promised that forbearance wouldn't hurt his credit score?
Do you enjoy breaking the law and causing me not to be able to refinance since I'm marked as 120 days past due?
You surely have heard of goodwill credit report deletion?
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
I have completely complied with all payments since exiting forbearance ... I am asking you as a goodwill gesture to stop damaging my credit as the US law ensures that those exiting forbearance will not be negatively affected and will be able to refinance.
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| 02/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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1 ) The mortgage servicer Shellpoint Mortgage Servicing has failed to accept and permit the submission and review for Mortgage Assistance to Mr. XXXX XXXX XXXX. XXXX XXXX RMA application was submitted 37 days prior to the sale date of XX/XX/2020. Shellpoint Mortgage Servicing stated that no additional information was needed, and that the modification would be processed properly. However instead of processing assistance application, Shellpoint Mortgage entered a sale date of XX/XX/2020.
2 ) Shellpoint Mortgage Servicing confirmed that XXXX XXXX modification application was complete ; however, within 10 days began to request additional information, specially a Profit and Loss form. The Profit and Loss statement has been repeat sent ; however, Shellpoint has not postponed and canceled the scheduled sale date as they indicated. they would. Shellpoint Mortgage Servicing has not honored their statements or agreements.
3 ) Shellpoint Mortgage Servicing improperly started the foreclosure process prior to the customer, XXXX XXXX being 120 days delinquent. Federal Law requires a 120-day Pre-foreclosure period by CFPB mortgage assistance guidelines, ( per 12 CFR 1024.31 ) The promissory note or any other loan contract does not contain a due-on-sale provision, thus 120-day rule is in effect.
4 ) In addition, this constitutes dual tracking, based on the process starting before the 120-day delinquency period and Mortgage stated that file would be reviewed for mortgage assistance programs ; however instead of being reviewed, file was denied and continued to press sale date of XX/XX/2020.
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| 09/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
We have been trying to get the PMI on our mortgage cancelled for 6 months. NewRez is the servicer.
We have called, messaged, and I sent a certified letter via USPS. They don't seem to know what PMI even is.
Also, I am again locked out of the account on their website, stating wrong SS #, when it is not wrong.
Loan : XXXX at XXXX XXXX, XXXX, MI XXXX Appraised Value : {$390000.00} In XX/XX/2021, {$38000.00} was paid towards this loan, which brought the total we owed to {$310000.00}.
That right there brought the L to V ratio to 79.73 %.
We immediately contacted NewRez, they have played all kinds of games, they don't know what PMI is. They said we had only paid 98 % towards the loan, then tried to sell us refinancing we didn't ask for.
We currently are at : {$310000.00} owed 21.11 % paid off We have been above the required 20 % since XX/XX/2021. This is terrible service. We mailed NewRez the thousands of dollars in improvements we have had done, and they again, answered with advertising.
We did our due diligence according to the Homeowners Protection Act.
They have been charging $ XXXX/month. They even have it projected to the future of the next 2 years paying that much per month.
We want our money back. That is : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX again, XXXX.
Yes, they charged us PMI TWICE in XXXX. I'm looking at the printout they mailed to me since I can not get in our account.
NewRez owes us {$1300.00} plus the interest rate of our loan. And it would be great to get a different Servicer, one who knows how to do math.
This was also sent to XXXX XXXX.
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| 06/13/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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Web |
Servicemember |
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Back in XXXX I took out a small loan for {$4000.00} from XXXX XXXX XXXX XXXX in XXXX Pa. This loan was for some minor kitchen repairs. Now we are trying to see our home and there is a lien on t he property for {$19000.00}. XXXX apparently made it an open ended loan without our knowledge. We used and paid back {$4000.00}. I now have a closing date to sell the home on XX/XX/XXXX and I need a letter releasing that XXXX. My real estate agent had informed me that once XXXX went out of business, their loans went to XXXX Bank. From that bank it went to Shellpoint Financial and NOW is with NRZ Recovery Trust in XXXX South Carolina. I have contacted XXXX Bank and they have NO record of my loan. I called Shellpoint to request original documentation and have not gotten a response. Their customer service reps say there is no record of a loan there either. On XX/XX/XXXX I called NRZ asking for a letter to release the lien on my property. They CAN NOT find me in their system either. Bottom line is, I am NOT paying for a {$19000.00} lien that I did NOT borrow. According to a letter that I have from the title company, my loan was paid but was never documented as satisfied. This is an old loan. I was never made aware there was a lien until a month ago. This loan is not on my credit report either. And if I owed {$19000.00} why was there no attempt to contact me by the above listed companies? A foreclosure attempt was never made either. What i want to happen is this to be marked as satisfied and the {$19000.00} lien removed immediately from the property and court documents.
Sincerely, XXXX XXXX
|
| 01/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have a home loan with New rez mortgage company and since the beginning I chose to have an escrow account so the company would pay my taxes and home insurance and I thought my taxes were paid on time.i always paid the monthly bill on time.on day I get a check from the company and I called them what is the check for and they told you just been overpaying.when I get my XXXX statement my payment was lower then usual and I called them again and they told that the bill its lower because we are not responsible for paying your taxes.they removed the taxes from the escrow account without my permission and didn't not let me know.now my sumer taxes didn't get paid since XXXX and they told me that when I called on XXXX.i keep sending emails about resolving the situation and keep calling them to fix this.at the end of XXXX are my sumer taxes due and the winter taxes too.i told them am gon na pay my taxes myself but I want reimbursement for everything that did and answers why, when, who did take off the taxes from my escrow account?! I called a week ago they told me it's my fault that now they have to pay interest on late taxes.i cant deal with this company anymore.i told them I don't want them to pay my taxes anymore I want reimbursement for everything they did without permission and notice and answers.their supervisors are so rude, the lady supervisor told me we had intention to pay the taxes and then we didn't pay and it's you fault for that.this is causing me stress and frustration.i have all the emails I sent to them, statements.i need this to be resolved.i don't trust them anymore
|
| 01/17/2024 |
Yes |
- Debt collection
- I do not know
|
- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
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Web |
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I recently lost property and was evicted after fighting in court. I inherited a home through a quit claim before, My late mother who pass in XXXX. The debt was time barge and even fighting in court. A quitclaim was not enough. And while I tried relentlessly to save the property, shellpoint the mortgage servicing continued to violate the dual process in Illinois. After they sold the property in auction in XXXX. It was not enough for them but try to sue me for a debt that I did not even own and was not even under my name. Being under constant stress from this mortgage company. I decided to hire a forensic tax expert witness who will testify in court if ask. In XXXX I was mailed a XXXX statement from Shellpoint mortgage. They are XXXX balances. XXXX for the amount of outstanding debt. Second lower income treated as ordinary income- meaning rent falls under form XXXX -and XXXX. Us code sec. XXXX and XXXX amount of {$520000.00}. Was the pay off. This statement is not a fraud as much as what the IRS calls proper characterization of transactions. The irreparable harm caused by the concealment. And material misrepresentations in statements. ( 1 ) an advantage for the household where the court can see not being on the right argument. ( 2 ) the correct attribution of assets and liabilities triggers a tax and tax payer form 1099 that was mailed to me. ( 3 ) The courts aware of the delima ( conflict ) Which would seem a deceptive practice by the court but its the states its interest. In abandoned asset that makes the case pleaded so important to be keenly aware what us properly informed.
|
| 06/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Older American |
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My Home loan service company was Shellpoint Mortgage until XX/XX/XXXX. Loan # was XXXX. In XXXX they transferred my file to a new servicing company name is XXXX XXXX. XXXX XXXX had this loan under the file number XXXX. This loan has been totally paid off on XX/XX/XXXX. The Shellpoint & XXXX XXXX have mistakenly reported this loan " more than 180 days late '' to all 3 Credit Bureaus which is false! I have been on forbearance plan with Shellpoint Mortgage from XX/XX/XXXX up to XX/XX/XXXX ( The agreement, the extension letter and two snapshot of my Shellpoint dashboard are attached ). As you may see I have been on forbearance plan, so how possibly I could be late? As the result of their mistake my credit score decreased from XXXX to XXXX today. I have called both Shellpoint & XXXX and asked them about this and both accepted this was a mistake but they say it may take up to 60 days to finish their own investigation and send correction to the credit Bureaus. Problem is I am in the middle of applying for another home loan and the lender just received my poor credit score and denied my application. I am very upset with these two financial institutions and want you please let them it will have sever consequences to play with peoples life. They have to send the correction to to the 3 Credit Bureaus ASAP. Thank You, P.S. I am XXXX XXXX and I am the owner of this account. I once used this account to file a complaint for my ex wife XXXX XXXX, but now I see the account comes under her name which is not correct. Please make necessary correction and put my name as the owner of this account.
|
| 09/20/2017 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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Last year on XX/XX/XXXX. My husband XXXX XXXX. We had a XXXX loan with mortgage insurance. I Called XXXX XXXX/XXXX ( spelling ) and informed them. First of all they only record calls they want. I explained that my husband passed suddenly. They would n't speak to me because my name was n't on the loan. Last I looked Calif. was a 50-50 state. When I finally was able to speak with someone they wanted the death certificate. It had n't even been published yet! We were not behind. But I did send them a copy and they signed for it. I was then told I had 3 days to vacate my house or they would send the sheriff to put me out. I got so XXXX I ended up in the hospital with XXXX XXXX. i told them I would need at least 3 months. So as not to become homeless or a bag lady, I sold everything and purchased a substandard home in another state. They told me not to worry about owing on the house because nothing was in my name. Then every month for a year plus they sent me bill after bill while saying they did n't have to talk to me or offer me squat on saving my house there. They said the house was foreclosed on and sold in XX/XX/XXXX at auction. Then Shellpoint mortgage opened an escrow in my XXXX husbands name and has started sending me bills! I called them twice. How illegal is it to open accounts in a XXXX persons name and then harass the widow each month by sending them a bill to their XXXX husband? Each month it rips open the wound of losing my husband. I want them to stop, my health is not great. Their should not be any accounts opened in his name period by any predator, sham companies.
|
| 12/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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Since 2001, we have always paid the insurance and property taxes for our property outside of the our monthly payment to the mortgage company. We have never authorized and/or approved a servicer controlled escrow account for the purpose of paying property taxes and hazard insurance for the subject property. However, when Shellpoint became the servicer for the loan, an escrow account was set up and PITI was placed on the property, even though we already had insurance on the property a. To be clear, we NEVER authorized an escrow account and had assumed responsibility for payment property taxes and insurance outside of payments made towards satisfying the principal balance mortgage under the terms of our Deed of Trust.
Shellpoint has now increased the our monthly mortgage payments and claim that we owe an " Escrow Only '' payment of {$4000.00}. To be clear, when shellpoint place insurance on on our property, we already had insurance, so there were two insurance policies on the property at the same time as a result. Further, we have never had or authorized an escrow account. We do not believe that we should be responsible for payment of a duplicate policy, that we never authorized or had any knowledge of until after shellpoint had placed the policy on the property.
I hired an attorney for the specific purposed of drafting and sending a letter to Shellpoint regarding this matter and in an attempt to resolve this matter. I have not yet retained an attorney for the purpose of filing suit against Shellpoint and this is my final attempt at resolving this matter before doing so.
|
| 05/21/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
Older American, Servicemember |
|
There was a change in Server of my mortgage from XXXX to New Rez, XXXX had transfer what they had in the Escrow Account to New Rez. XXXX XXXX was collecting per month {$420.00} up until XXXX XXXX and I was paying the same amount to New Rez for that escrow calendar year, which amount to {$5000.00} for that year. I had notice there was same type of problem that was going in the pass, where the Insurance Company was writing policy that was fraudulent, what they was doing adding their values to my dwelling, personal property to increase the values of the policy for more money for that year. I had call the for Policy Service the Producer of the policy for XX/XX/XXXX to XXXX XXXX to change those value and she refuse to do so. I told that person then I was going cancel that policy, and I call her on Friday of that week, I had to her on Monday it was XXXX XXXX, but I had call her back the next day an told her cancel that policy. But that policy was paid for before I had received and revue that declaration from XXXX XXXX. XXXX XXXX premium had cost {$4000.00} and the other insurance cost was {$2500.00} with State tax was was {$1600.00} had came to a total of {$4100.00} from {$5000.00} there was a surplus of {$850.00}. I was sent a check for only {$340.00} and {$510.00} was with held from me. I was inform the remaining sum was place in a Cushion account. Which there was never such an account in sixteen years of my loan. I feel their action was base on me telling that Escrow Department they had no rights to purchase a policy for me before I had review the declaration an cancel it.
|
| 06/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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to whom it may concern, im writting to you regarding a concern about my loan with Shellpoint Mortgage XXXX # XXXX. As of XX/XX/2021 Shellpoint Mortgage XXXX # XXXX requested to produce a copy of y home insurance policy to verify the policy was active and valid. The same month a copy of the policy was provided to Shellpoint Mortgage XXXX # XXXX validating the current policy.
Now after several months i found out that Shellpoint Mortgage XXXX # XXXX placed an extra insurance on my account claiming i needed a higher coverage like marble flooring, appliances, electronics, wood flooring, etc. required by the servicer of my loan ( Shellpoint Mortgage XXXX # XXXX ) i called my insurance policy to verify if the information provided by Shellpoint Mortgage XXXX # XXXX was accurate and valid. My insurance agent told me that Shellpoint Mortgage XXXX # XXXX was misleading me to pay for an extra insurance policy that is not required.
Now Shellpoint Mortgage XXXX # XXXX charged my account without my permission and increased my mortgage payment substantially causing a financial hardship.
i contacted Shellpoint Mortgage XXXX # XXXX and their insurance company and they keep refusing to cancel the extra policy that Shellpoint Mortgage XXXX # XXXX placed on my account, i requested a manager and supervisors who refuse to return my call for further escalation.
i am now very concerned because my mortgage company put me in a situation where they increased my monthly payment and putting me in a hardship.
please help since im running out of time and will be missing my next mortgage payment.
|
| 05/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I received a letter dated XX/XX/2020 titled Annual Escrow Account Disclosure Statement. On this letter, NewRez Mortgage aka Shellpoint Partners LLC, advised that my escrow account was short by {$910.00}. Due to this shortage, my mortgage payment amount would increase from {$1600.00} to {$1800.00}. If I were to pay the shortage amount of {$910.00}, my new mortgage payment would only be {$1700.00} which takes into consideration a possible increase in property taxes.
I first sent a payment of {$910.00}, specifically notating that it was an escrow shortage payment. Then two days later, I made the agreed upon payment of {$1700.00}. Both payments were accepted, but the {$910.00} payment remains un-applied and the new mortgage payment amount does not reflect the escrow-only payment I made to the account.
I have called and spoken to several representatives about this matter - initials provided for privacy ( XXXX XXXX, XXXX XXXX and XXXX XXXX and many others ) When I finally spoke to XXXX XXXX he was able to make a note on my account to apply the {$910.00} to the escrow shortage, but the other representatives were completely useless i.e. transferring me to disconnecting numbers, transferring me to fax lines, or just disconnecting the line once they discovered they were not able to assist me.
The issue has not been resolved to this point, and my account will show delinquent, though it is not. I am going to continue to pay the amount notated in the XX/XX/2020 letter NewRez sent to me, though their online records reflect a different ( incorrect ) mortgage payment amount due.
|
| 12/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
What the pandemic started and my capacity to earn money was disrupted, I requested forbearance, I was assigned to XXXX XXXX, the forbearance was approved for XXXX, XXXX, XX/XX/2020. In XX/XX/2020, I requested for another 3 months forbearance, I understand that it was approved for XXXX, XXXX, XX/XX/2020. In XX/XX/2020, I again requested for another 3 months extension and that the case was assigned to Ms XXXX XXXX, I spoke to her over the phone and she said that I will have to send {$2000.00} with a copy of my bank statement which I complied the company returned the check. I then called the company and I informed XXXX XXXX that I am in New York sick as I am diagnosed with XXXX XXXX at XXXX XXXX XXXX under the supervision of XXXX Dr. XXXX XXXX. Mr. XXXX, told me to deposit the check in my account and he wants that by phone, I have to pay {$3900.00} to approve the the requested forbearance for XXXX, XXXX and XXXX that I requested. I did not comply as the procedure seems to be not normal. I am scared of losing my house as what I did is to sell my old house and use the entire proceeds of {$150000.00} plus another {$50000.00} for home improvement and the Covid 19 came. I am thinking of refinancing the house through reverse mortgage if I can qualify Lender SHELLPOINT MORTGAGE.
XXXX XXXX advised me to disregard the alarming letters which he said automatically generated but Ms. XXXX letter intend to foreclose the property and the company is sending me mixed messages.
I would be glad if the money I owe during the pandemic be placed at the end of the loan before its maturity
|
| 10/13/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
Shellpoint Mortgage servicing placed my mortgage ( Loan Number XXXX ) in a COVID-19 hardship forbearance. I called the company and informed that i was willing and able to resume making payments to my account. They took my account out of forbearance ; however, the payment amount they gave me was about {$1000.00} higher than before. This was due to the fact that Shellpoint over payed my property taxes by {$5800.00}. This was a mistake on the company 's behalf. My loss mitigation agent, XXXX XXXX informed me that she would place my account on an extended forbearance to allow my town to refund Shellpoint any moneys owed and they could credit this back to my escrow account, then give me an accurate payment amount. The agent indicated that since the account would be placed a forbearance i should not make payments, at least until we have an accurate payment amount. While my account was supposed to be on a forbearance it seems this was not done and therefore the company introduced a derogatory remark on my credit report stating that XXXX payment for XX/XX/2021. Had i known that the payment was due i would've made the payment since i have excellent payment history with this and many other accounts. My agent indicated that my first payment after the forbearance was in XX/XX/XXXX of XXXX. I was only following all of the instructions provided by my loss mitigation agent. I have attached all proof of communications between myself and the loss mitigation agent for your review. Furthermore, my loss mitigation agent no longer works with the company and could not help on this matter.
|
| 03/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
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My name is XXXX XXXX and I am hoping that you can help me clear up an incredible mistake that is appearing on my credit profile. Unfortunately, Shellpoint Mortgage Services is reporting a 1x30 day late payment to the credit agencies for XX/XX/2020. This faux pas is the result of my mortgage being transferred from one company XXXX XXXX Mortgage to the next Shellpoint Mortgage.
I received a letter on XX/XX/2020 with a letter that was dated on XX/XX/2020, stating that my loan with XXXX XXXX was final as of XX/XX/2020 and any new payments need to be made to Shellpoint. Shellpoint Mortgage sent this letter way too late and I already had my payments set up with XXXX XXXX. This letter should have been sent BEFORE my XXXX payment was due. They sent this well after, which is was caused this late remark. To make matters worse, Shellpoint Mortgage is violating the Real Estate Settlement Procedures Act ( RESPA was supposed to be given at least 90 days regarding payments due to the transferring of mortgage holders before late payment information could be reported to my credit profile. Therefore, Shellpoint Mortgage is in clear violation of these Acts.
I am reporting this to the CFPB because this company did not follow the correct procedures to make sure that all payments were received on time when this was transferred. They sent out a letter on XX/XX/2020 that my XXXX payment was to go to their company. A letter that I did not receive until AFTER the XXXX payment was already due. They have also violated RESPA and all of this is a clear bank error and this needs to be removed.
|
| 05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I am contacting the CFPB for help in dealing with my mortgage servicing company, Shellpoint Mortgage. My property is in XXXX, New York and I own three other rental properties in this same building but in XX/XX/2022, New York had a moratorium for landlords to not be able to evict tenants not paying. All the tenants in all of my properties stopped paying rent. The New York State moratorium was not lifted until XX/XX/2022. I contacted Shellpoint Mortgage to request the payments not made while on the forbearance be moved to the back of loan or the maturity date be extended by the numbers of months the loan was on a forbearance but I was told my loan is not eligible which I do not understand why the XXXX XXXX XXXX XXXX does not apply to this loan which is owner occupied. I was told to submit an application which I did but Shellpoint Mortgage Said they will only differ few months not all the time while the mortgage was on forbearance. Therefore the loan monthly payment will increase Which will be above my means. I know I do not qualify for a traditional loan modification because the monthly principal and interest payment will increase. I am simply looking for a deferment under the XXXX XXXX XXXX. Now, I can not even satisfy what they are looking for and will lose even more time pending foreclosure. Please help me so I can resume making my regular monthly payments with no arrears owed. I send them the usual monthly payment as per the original amount not with the huge increase that they are asking me for, I was told that that payment will be rejected and sent back to me.
|
| 10/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I received Shellpoint package of letters stating that they were correct in reporting my XXXX payment was late. What was missing was Shellpoint letter from XXXXXXXX XXXX XXXX clarifying that Shellpoint is my loan servicer.
The notice I received from XXXX XXXX XXXX stated XXXX XXXX is my loan server NOT SHELLPOINT ( See attached ). I paid XXXX XXXX as directed by XXXX the XXXX mortgage payment.
In XXXX Shellpoint said that they were the loan servicing company not XXXX XXXX. I took their word for it and paid the XXXX XXXX XXXX XXXX Payment noting to Shellpoint I Paid XXXX XXXX for XXXX.
Shellpoint took two months to get the XXXX XXXX XXXX payment to be returned to Shellpoint on XX/XX/XXXX. As a result Shellpoint delays and not accpting XXXXXXXX XXXX XXXX instructions seriously ruined my credit by reporting me late for the XXXX payment.
My complaint ; I still do not have proof that Shellpoint reached out to XXXXXXXX XXXX XXXX to correct their instructions that XXXX XXXX is my loan server, not Shellpoint. Shellpoint had no right to the XXXX payment as XXXX ( see attached ) clearly states for me pay XXXX XXXX the XXXX payment.
Shellpoint said they sent me a welcome letter, which I told them I never received. If I did, I would not have reached out to XXXX to ask who is my new loan servicing company.
Shellpoint customer loan service does not take calls or ever called me. Shellpoint or XXXX XXXX XXXX never told me or stated that Shellpoint was my loan server for the XX/XX/XXXX payment ... ... .Only XXXX stated that XXXX XXXX XXXX my loan server on XX/XX/XXXX.
|
| 09/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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Current mortgage servicer is obstructing refinance with other mortgage company in which loan has been approved.
When government announced to close business due to the Covid-19 my husband was temporary laid off and we requested forbearance from current mortgage servicer which was granted at the time. We missed a couple of months and later in XX/XX/XXXX we started to make monthly payments in full and servicer accepted payments as usual. ( According to a representative from Shellpoint loan was out of forbearance around XXXX ) By XX/XX/XXXX I decided to refinance and and I contact a mortgage company which later in XXXX I was notified that my mortgage loan had been approved with the condition of a letter from mortgage services stating mortgage was out of forbearance.
According to a representative from mortgage servicer my mortgage was out of forbearance but I never received a letter. I requested such letter several times in different ways ( over the phone, fax, email ) but letter never arrived and every time I called I was told a different story.
During the time of my refinance I needed to be current with my payments. However, after payoff was received and wanted to pay my mortgage payment it was rejected and I had to sent certified mail because Please note that Mortgage servicer is obstructing my refinance and I already lose an opportunity to obtain a better rate. Now the rete I was offered by the mortgage in which I apply for refinance expired and the only two options I have is to accept a higher interest rate or extend rate which both options are very costly.
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| 03/30/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
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Shellpoint complaint to CFPB Previous loan servicers and Shellpoint maliciously filed a complaint in Hawaii second circuit court and created fraudulent documentation to attempt to show standing to foreclose on my property.
It is a federal crime and a violation of federal and state laws to engage in residential mortgage backed securities when the bank and loan servicer does not have legal title of a mortgage collateralizing the mortgage back certificates.
Shellpoint states XXXX XXXX XXXX XXXX not in its individual capacity but solely as trustee XXXX pass through trust X is the owner of the mortgage deed of trust on my property XXXX, Hawaii years after the trust closed. The trust closing date was XX/XX/XXXX.
Shellpoint can not prove the mortgage in question was ever securitized into any trust. Therefore they are engaging in and violating federal IRS tax laws.
Shellpoint in their letter dated XX/XX/XXXX and XX/XX/XXXX states the deed of trust security instrument can be sold one or more times.
Yes, thats true however it needs to be recorded in the name of the new owner or a nominee for a trust.
My title and security instrument Deed of trust was never in the name of any mortgage backed security since origination.
It is a federal violation To create fraudulent mortgage backed securities without legal title of a Mortgage collateralizing the mortgage backed security certificate.
I ask the CFPB to have this investigated or sent to the proper federal agency to look into these mortgage backed securities Shellpoint and new residential ( NRZ ) are engaging in.
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| 02/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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So that was XXXX Escrow Shortage Issue ... ... NOW for XXXX Escrow Shortage Statement " Please pay this amount in order to keep your Mortgage Payment amount at the current level ( which I had disputed ; see below ) they sent coupon,,,,,, I paid ... ... ... ... .they raised Mortgage Payment Amount AGAIN!
Shellpoint Mortgage Servicing Loan # XXXX XXXX received Annual Escrow Assessment Statement that indicated shortage of { {$290.00} }, that statement included a coupon specifically to pay this shortage in full in order to keep my monthly payment at { {$540.00} }. I used that coupon and remitted { {$300.00} } on XXXX. They acknowledge receipt on XXXX, but billed { {$560.00} } for XXXX I have asked that that fee be removed several time but they keep saying they are " looking into this complicated matter '' XXXX correspondence saying " your current payment amount is { {$540.00} } '' XXXX correspondence now says although they credited my Escrow Shortage payment XXXX they " can take up to 2 billing cycles to " re-analyse '' and in the meantime they expect payment of { {$560.00} }! Nowhere on the original communication does it indicate that paying the Escrow Shortage ( clearly to maintain lower mortgage amount ) with their coupon, by their imposed due date, is giving them funds to hold for 2 billing cycles to " re-analyse ''. Allowing them to charge unearned " Fees/Charges '' Please see attached Company information Date complaint sent to company XX/XX/XXXX Company name Shellpoint Partners , LLC Timely response?
Yes Company response to consumer Closed with explanation
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| 07/27/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Older American |
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Shellpoint Mortgage Servicing is trying to foreclose on property they have no authority to do so. They have a modification of a XXXX, trust that is not even notarized. As a debt collector they will not even request a notary copy from XXXX ; in order for a contract/modification to be valid it must be notarized ; however, these folks do whatever they want and need to be stopped, this is shear nonsense. Nevertheless, they are in violation of the Fair Debt Collection Practice Act ; for non verification of debts ; not ensuring the correct debt amount ; etc. Shellpoint has dual roles and accordingly to FDCPA ; if a debt is transferred or sold in default ; then they are debt collectors and need to comply with FDCPA.
The difference between a REIT trust and a REMIC trust and this is a good time to explain. Even federal bankruptcy judges have failed to understand the difference. This has become a subject of confusion, because the rules are different. A REIT can accept promissory notes endorsed in blank, while a REMIC can not ( at least in New York and most REMIC trusts are under New York law. ) A REIT is a Real Estate Investment Trust. The REIT is an actual corporate entity. It is a business corporation with all the rights of any other corporation. On the other hand, a REMIC is not. A REMIC has no corporate powers. It is a Special Purpose Vehicle ( SPV ) which is completely passive. It is a pass through entity. It cant conduct business. It cant take on debts. It cant own physical property or even cash. It can only hold promissory notes and mortgages. ( if endorsed ),
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| 04/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX, Shellpoint Mortgage Servicing ( newrez ) was responsible for servicing my mortgage and associated escrow account. As part of my escrow, they were responsible for paying my property taxes, but failed to pay my taxes by the due date of XX/XX/XXXX. As a result of the late payment, I was charged a {$200.00} penalty as well as {$90.00} in interest.
I became aware of the late payment and charges when I received a statement from the county in XX/XX/XXXX. I called and spoke with the county tax office and they confirmed that both the penalty and interest were the result of non-payment by Shellpoint. I subsequently called Shellpoint on XX/XX/XXXX, specifically mentioned the penalty and interest, and was told that these would be covered by Shellpoint since it was their error. I also sent in a copy of the county tax statement through their website at the request of the representative on the same day. Shellpoint finally paid the property tax on XX/XX/XXXX. They also payed the {$200.00} penalty, but failed to pay the {$90.00} interest. I again called on XX/XX/XXXX and was asked to submit the county statement and a description of the circumstances via email, which I did on the same day. On XX/XX/XXXX, I received a response later stating that they paid the property tax and tax penalty, but make no mention of the interest, which was the sole subject of my recent call and written inquiry.
Having performed due diligence and given the company several opportunities to remedy the situation without appropriate response, I am hoping the CFPB can help settle this manner.
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| 05/05/2017 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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The dates are from XXXX XXXX to current. There are thousands dollars involved here and even more thousands of hours involved. The people involved as the paper handlers, i.e., XXXX XXXX XXXX etc., has changed four ti mes. It all started with XXXX , then switched to XXXX XXXX XXXX , then to XXXX , then to and currently with Shellpoint Mortgage Services. I have had to go through three mediations, two of which failed, and have made hundreds of copies of documents and filled even more forms, over and over again. Shellpoint is trying to hold me responsible for thousands and thousands of dollars in charges and fees from these pas t seven y ears of trying to deal with this mess. If this had been handled properly and in a timely manner, none of these charges would exist and I would not be typing this complaint right now. XXXX XXXX XXXX XXXX XXXX is involved somehow and no one person owns my loan, it is owned by a computer system. I have spent countless hours on the phone, writing letters, typing emails and I have also gotten Senator XXXX XXXX XXXX office of XXXX Nevada involved. XXXX , my contact there, suggested I contact your agency. So, here I am, contacting your agency. There is no way I could possibly send you the documents regarding this " modification '' as there are hundreds and hundreds of them and I would not even know where to begin or what to send you first. I will need assistance fro m one of your representatives in this matter. I will need someone from your office to tell me what you want first.
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| 12/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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In early XX/XX/2023, NewRez, LLC purchased my mortgage from XXXX XXXX XXXX. At the same time, I changed my home insurance provider from XXXX ( XXXX ) to XXXX XXXX. NewRez was notified of this change but failed to update their records. Consequently, they did not make the insurance premium payment to XXXX.
My insurance agent, XXXX XXXX, reached out to NewRez multiple times in XXXX and was assured that the payment to XXXX would be made on time. However, the payment was never made. On XX/XX/XXXX, XXXX and I contacted NewRez in a three-way call, informing them that they needed to make an overnight payment to XXXX to prevent the insurance policy from lapsing. NewRez agreed and apologized for their mistake. When XXXX inquired why this happened, they explained that they were too busy due to their recent loan acquisitions.
It is now XX/XX/XXXX, and XXXX has not received the " overnight payment. '' XXXX contacted NewRez and received a check confirmation number : XXXX, and was informed that the payment had been made. However, when I contacted NewRez separately, I was told that an ACH payment had been made with the reference number XXXX. XXXX XXXX says that NO PAYMENT has been received.
Today, I paid the insurance premium myself since the policy had been canceled. My payment, made via credit card for {$1500.00} ( confirmation number : XXXX ), reinstated my home insurance policy. NewRez now owes me a refund and a very heartfelt apology.
NewRez loan number : XXXX Grange Insurance Policy number : XXXX My insurance agent is XXXX XXXX at XXXX XXXX ( phone : XXXX ).
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| 03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my home in XX/XX/XXXX. My mortgage was with NewRez. My monthly payment was about {$2000.00} per month with a rate of 4.25 %. In XXXX, when rates dropped they contacted me to refinance. My estimated rate was 2.875 % and the estimated mo payment was {$1800.00} including the escrow. I knew I could afford this. Unfortunately for me, the loan closed in XXXX XXXX. For some reason, the school taxes due XX/XX/XXXX were not paid even though they had escrowed for this payment. As a result of the taxes not being paid on time, the school taxes were re-levied or incuded onto the town and county tax bill for XX/XX/XXXX ( plus interest and penalties ). So when they did the escrow analysis, they incorrectly figured the school re-levy as a " regular payment '' for XXXX taxes. I explained this all to them and sent them historical tax bills and copies of the current tax bills which clearly states the school taxes were re-levied. Because of the escrow " shortfall '' they more than doubled my escrow {$830.00} to {$1900.00} per month. My total mo payment is now {$2900.00} per month!!
The escrow balance is currently {$650.00}. If we add {$1900.00} x 5 months ( XXXX ), the escrow balance in XX/XX/XXXX will be {$10000.00}. Assuming a school tax pmt of {$7000.00} ( School taxes in XX/XX/XXXX were {$6600.00} ), this leaves an escrow surplus of {$3200.00}. Divide this by 12 and that's a least a {$270.00} reduction they should be applying to my escrow payment NOW. The current monthly pmt is {$2900.00} is not sustainable long-term. My mortgage escrow needs to be adjusted.
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| 06/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX I contacted the financial institution to inquire as to why the PMI portion of my loan had not been removed. I was told that the principle had not yet been reduced to 78 % of the original amount of the purchase price. I was told that I could pay the loan down to the 78 % mark or I could simply wait until XX/XX/XXXX and it would reach that point at which time it would be removed automatically. They continue to refuse to remove it. I have spoken to them by phone now on 4 occasions since XXXX. Each individual I have spoken to has told me that it should have automatically been removed in XX/XX/XXXX. Told me to just keep paying the amount due each month and they will get it fixed within 15 days and they will then credit me for the over payment. Now they refuse to remove it unless I pay them {$400.00} for an appraisal using an appraiser of there choice. Something about a disaster declaration in Florida in XXXX. This is complete nonsense. Property values as well sales prices have increased by roughly 35 % since I purchased the home in XXXX in the XXXX XXXX Fl. area. If I chose to sell the home it would list for approximately {$75000.00} more than I paid for it. In addition I paid {$5000.00} less than the appraised value when I bought the home so in actuality I passed the 78 % mark long ago.
This is nothing more than a basic scam from a bank with one of the worst reputations in the country. I didn't take the loan out with them to begin with and never would have. Apparently they are a subsidiary New Penn Financial and somehow ended up with the loan.
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| 01/24/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am reaching out because I had a modification done on my mortgage in XXXX which started in XXXX. My property address is XXXX XXXX XXXX XXXX XXXX, FL XXXX. My name is XXXX XXXX. This was because my payments were deferred in XXXX due to me being in a disaster area. I was never informed that after the 3 months, I would owe three months of payments so the mortgage company told me to do a modification to have those payments tacked to the back of my loan.
The process with the bank was confusing, exhausting and drawn out. I barely received guidance or information on what was happening with the modification which went on for almost a year and was never completed by XXXX. I called 2-3 times per month from XX/XX/XXXX XX/XX/XXXX and was always told it was being processed.
In XXXX ( XXXX ), my mortgage was sold to Shellpoint and they completed the modification in XXXX or XX/XX/XXXX but I wasn't told that there would be a separate lien on the mortgage that would need to be paid before I could refinance. This whole fiasco came about because of the lack disclosure from XXXX on how the deferment worked when I applied in XXXX. Had I known that it would cause all this, I would have struggled through to make my payments during that time.
I recently tried to refinance with XX/XX/XXXX, and they are telling me I have a lien with HUD on title for {$30000.00}??
I need answers on where this is coming from and why this is happening. I am being told that I have to pay {$30000.00} in order to do a refinance. I was never notified of this, and do not even know where {$30.00},
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| 01/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Consumer : XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Re : Loan # XXXX XXXX/ XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX PA XXXX ( XXXX ) XXXX Check : # XXXX Issued : XX/XX/XXXX Amount : {$5000.00} Check : # XXXX Issued:XX/XX/XXXX Amount : {$4900.00} Total : {$10000.00} My name is XXXX XXXX, and my property at XXXX XXXX XXXX is mortgaged with XXXX XXXX, formally known as XXXX XXXX XXXX. My loan number is XXXX. Within my mortgage, I have set up an escrow account with the financial institution to pay my property taxes. Recently, it was brought to my attention I have uncollected refunds that we're not mailed to me from XXXX XXXX. I was notified by 3rd party agencies that I had money floating in the county. I did my due diligence and found out this was in fact true. For the reason being, the check amount was above {$5000.00}, I needed an " Authorization to Release '' form for the institution that paid my taxes, XXXX XXXX XXXX at the time. In XX/XX/XXXX, I called XXXX XXXX and they gave me their fax number, so I faxed them my request. Two weeks passed and I didn't hear or receive anything. I called them and that is when I learned XXXX XXXX had actually denied to sign the form because of a letterhead issue. They didn't notify me by mail, by email, or by phone call. I then emailed both XXXX and XXXX on XX/XX/XXXX. Two weeks passed again and no word. I called the institution once more only for them to deny me access to the loan department. It has now been over 1 month in me attempting to recover the monies owed to me by this institution.
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| 04/08/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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After XXXX hit XXXX, My father and I were informed that a new flood insurance was issued for our property for XX/XX/XXXX thru XX/XX/XXXX. We informed Shellpoint ( a mortgage managing company for New Penn Financial ) that we would not have gotten the loan in XX/XX/XXXX if we were not covered with Flood Insurance. Later my father and I leared we had flood insurance, but not for the period of XX/XX/XXXX thru XX/XX/XXXX. We ended up getting flood insurance from XXXX on XX/XX/XXXX, which extends through XX/XX/XXXX. I was informed by a worker named XXXX that we show flood coverage for day to date except for the period of XX/XX/XXXX-XX/XX/XXXX. If they wish us to pay for that period they could have requested the payment or add it on the mortgage as stated in the Deed agreement on record at the XXXX County Court House ( pg.5 of 14, # 5, Property Insurance ). Instead, Shellpoint set up an escrow account for taxes and insurance we have already paid. When we spoke to an attorney, she suggested that we make a complaint to the CFPB. I am tired of harrasment calls of being late with the mortgage payments. We have sent them the complete mortgage payment for principal and interest, and each month and they have the nerve to charge a late fee on the escrow payment which is not suppose to be on record. In the 11 1/2 years that the XXXX 's have owned this property, there has never been an escrow account. We informed Shellpoint that their escrow account was illegal and they would here from my lawyer, but on advise of an attorney, hearing from the Federal Government is better.
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| 06/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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this is not the 6th complaint as shellpoint continues to keep playing XXXX.
XXXX was paid to shellpoint 3 times in XXXX of XXXX.
When Shellpoint received funds from HAF a year later from the state of maryland.
They applied montly mortgage payments to the 3 months that already were paid XXXX times 3.
So double payments XXXX. Shellpoint needs to credit the XXXX times 3 as payments the account fo rany current monthly payment due this year.
XXXX. Stae of Maryland has rules that the mortgage balance is brought fully current with Shellpoint when the last payment was received and processed by Shellpoint.
As this was 4th week of XX/XX/XXXX, Shellpoint was required to state that the mortgae is now reinstated AND CURRENT.
But shellpoint attempted to claim both XXXX and XX/XX/XXXX payments are outstanding.
We are contacting the State of Maryland 's Attorney General and other mortgage financial regulation divisions plus the Manager of the HAF program as Shellpoint has refused to abide by their agreement.
Shellpoint has also failed to send out a mortgage reinstatment letter after numerous requests.
XXXX. Shellpoint also has failed to list MONTHLY payments made when they used the HAF funds from the Govt for my mortgage.
By law they need to list EACH month, not just several months at a time.
XXXX. Shellpoint sent me a demand for nearly 8 thousand dollars in XXXX which is completely wrong number by thousands of dollars.
These items all need to be addressed PLUS the raise in monthly mortgage payments when they promised state of maryland to lower them
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| 06/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was with XXXX XXXX with auto pay for monthly loan payment. On XX/XX/2022, XXXX XXXX informed me that the loan processor is changed and the new loan processor will be shellpoint financial and they will communicate with me, but I didnt get any notification from shellpoint financial with the new account information to make payment. I was under impression that the previous lender might have transferred all of my information until I received a certified mail stating that I was behind on my payment.
As per the notification received by certified mail, I made payment on the same day and setup autopay for the future payments. The lender had multiple means to communicate with me like my home/cell phone numbers as well as my emails ( XXXX XXXX- the original lender, always communicates with me through email ) but I have never received any notification or voice message via those means and the lender reported me to credit report agency stating that I was late on payments.
When I reached to shellpoint customer service, they had my contact phone # wrong and no word about any Email communication sent.
I am very responsible person and manage my finance pretty well and have never been late in my payments. Your office can check my credit history and see that don't have any history of late payments.
During this era of communications they had all my information from the previous lender, how come they couldnt reach me through mail, email or phone call or text.It is the negligence on the part of the lender and I shouldnt be penalized for their mistake.
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| 07/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My recent Mortgage servicing has been sold by XXXX XXXX to Shellpoint Mortgage Servicing ( c/o XXXX ). It's been transferred already to Shellpoint on XX/XX/2021 as instructed to me via letter ( attached ) from original servicing company. Since I received the transferred confirmation letter, from XX/XX/2021, I am repeatedly calling ( and requesting ) to this new servicing company - Shellpoint to provide my account information and payoff balance and all other necessary mortgage account information so I can pay my monthly mortgage payment before due date and also I can refinance on time. Every time, when I have called their customer service is unable to pull up my account information using all my information including my SSN/Property address/temporary account number etc. Finally, I have spoke to their Supervisor, and he mentioned me a 10 digit account number " only '' and he denied to provide any other information to me, but I can not access their payment website using that number ( attached ). My due date is coming soon, and I have no mortgage reference number/account number to pay my monthly payment. Also, my refinance company is waiting for this since XXXX.
I am nervous now that Shellpoint is preventing me to pay on time, and forcing me to miss payment and attempting to damage my credit, also preventing me to refinance and probably attempting to sell my property in foreclosure.
I have a XXXX son, and now I am struggling more with all these mortgage servicing negligence caused by Shellpoint Mortgage Servicing & XXXX XXXX around the clock.
Please help.
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| 01/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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In XX/XX/XXXX, Shellpoint Mortgage Servicing acquired my XXXX XXXX. I had never missed a payment to XXXX or any previous mortgage lenders. Shellpoint simply informed me by email of the acquisition, giving me no mortgage acct number. I tried repeatedly to phone them and was held on hold for 45-65 minutes, then the connection was always dropped. I also tried their website and only received a flashing " Can not Process '' when I attempted to pay XX/XX/XXXX mortgage. I then went online to my bank, XXXX XXXX XXXX and set up a Payment Payee for Shellpoint. The bank requires an account number for setting up a Payee. I had to fabricate one to get past their set-up procedure. I chose XXXX as a pseudo account number since I wasn't successful getting one from Shellpoint. I then paid XX/XX/XXXX mortgage thru my bank and then in XX/XX/XXXX I paid XX/XX/XXXX mortgage. I have banking records showing both payments to Shellpoint acct XXXX. In XXXX, I finally received an acct number by email, XXXX and called and paid the mortgage to that account. Much to my chagrin they informed me that I was in arrears for XX/XX/XXXX. and XX/XX/XXXX. and they had no record of acct XXXX. They would not help me except thru their online complaint processing. I submitted a complaint on XX/XX/XXXX and they have not helped me, implying it is a technical problem on my computer. I have no problems with any of my other more than 25 payees.
They have contacted my credit score companies, XXXX, etc. and my credit score has dropped drastically. This is devastating. I have attached my banking records
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| 11/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Newrez/Shellpoint was the mortgage provider for my mother and fathers family home. Both my mother and father died in XXXX and XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX XXXX wrote a check on XX/XX/XXXX to the estates of my parents for {$560000.00}. Shellpoint mortgage months later ( XX/XX/XXXX ) wrote a check for {$470000.00} to " EST OF XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
I tried to deposit this check in both of the estate accounts that I opened to settle out my deceased parents affairs and was told that the check can NOT be made out to both estates. XXXX XXXX XXXX XXXX XXXX XXXX both told me that the check can not be made out to both estates and that a combined estate account was not a thing.
I have called Newrez XXXX times in recent months trying to get this issue resolved and have been told time after time that there is nothing they can do, and that it is their policy to write checks to all parties on the account in this case.
This company currently owes my family {$470000.00} plus interest and is making no effort to get us paid. Their customer support has been awful and the people making the decisions, who could help do not take phone calls or apparently respond to emails.
Please help us. I am simply trying to access these funds to settle out my family 's affairs and Shellpoint mortgage has ignored us and has essentially stolen this money from my family at an acute time of need. They have caused severe emotional and financial stress to our family and they should be held fully accountable.
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| 07/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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Starting XXXX XXXX With agent XXXX XXXX up until today my Loan # XXXX seemed to be going in circles.I have never been late on a payment and purchased the property XXXX XXXX XXXX XXXX XXXX Arizona XXXX XX/XX/2018 for XXXX. The home has appreciated to XXXX to XXXX.My credit score was 750-770. The amount of the new loan will be XXXX. I am not asking for any money out. My XXXX XXXX account is at XXXX dollars.I gave Bank Statements that showed XXXX to XXXX per month.My second income property is valued at XXXX XXXX in XXXX XXXX with a XXXX balance and is also with New Rez Mortgage.My documents state that if this loan doesn't close within 90 days of application my borrowers rights may terminate.My current Insurer is XXXX XXXX which was presented to XXXX XXXX and was better coverage and less expensive than any presented.Many times I resent documents to make sure that the were in New Rez possession.I reached out to XXXX XXXX who was XXXX XXXX Superior with no return calls twice.I also reached out to Mr. XXXX of New Rez with no return call.I believe XXXX XXXX as I knew time was of the essence.My current interest rate is 4.8750 which is high and my payment is XXXX Dollars per month.My Loan Estimate was 3.25 % and a payment of XXXX with taxes and Insurance of XXXX included. Remember my Insurance is already in place and New Rez is the loss payee.I hate to say it but a loan agent not named said it might have slowed due to my age XXXX years old.Now suspect is {$6600.00} estimated closing costs and {$7300.00} Cash to close.Shellpoint Mortgage is associated with NEW REZ
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| 02/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX has left an unapplied balance totaling {$13000.00} on my account and never applied the payments appropriately. They approved a modification with an incorrect interest rate and upon trying to correct it never executed it, then they erroneously denied the loan modification which they did not sign. The loan was transferred to Shellpoint who assumed the loan in XX/XX/XXXX. I was not able to log into XXXX to access any of my account information. Shellpoint did not set up my online account until XXXX, also leaving me with no account or statement/history access. Shellpoint has recapped all of this in a letter dated XXXX. Due to their errors and not responding in a timely manner, they wrongfully put the house in foreclosure and a sale is scheduled for XX/XX/XXXX. Today XXXX we were also informed that XXXX did not make a payment of {$440.00} dollars to XXXX, who filed a derogatory mark on my credit. We also had issues with XXXX not paying the house insurance and leaving the house exposed to liabilities which was a hassle to rectify, but Shellpoint finally cleared that part up, but apparently left the {$440.00} issue unresolved. This has hurt my credit and I am about to suffer a foreclosure. I can not buy a new car and I desperately need to get this cleared up because they have affected my purchasing power, my credit and my health. I am including what I have, but if you need anything else, I am willing to provide it with the exception of any monthly statements because Shellpoint said it is too cumbersome for the to provide them ( unfortunately ).
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| 06/24/2020 |
Yes |
- Debt collection
- Mortgage debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Servicemember |
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My mortgage loan was transferred to new mortgage service in XX/XX/XXXX. The new mortgage servicer sent my documents to other 3rd parties but not to me. They refuse to communicate verbally and will not mail me my monthly mortgage notes to my home address. However they do send me unrequest home appraisals and charge me for them as well.
In addition, their disputed owed amount is erroneous. It was erroneously claimed by previous the previous FIVE ( 5 ) servicers. I am disputing these maliciously erroneously claimed amount with previous service-rs in the courts.
However, until this matter is cleared, this NEW COMPANY 's malicious and fallacious claims are ruining my credit, and the opportunity to get away from a usurious interest-only loan acquired in the XXXX to XXXX home financial crisis.
I am paying an interest rate of 6.125 % and it will climb to 6.75 % in the next 2 years. I can not afford to continue to trow hundreds of thousand of dollars, for the next 30 years, just because they claim it to be so!
Since XXXX of XXXX thru XX/XX/XXXX, I have paid in excess of {>= $1,000,000} dollars in pure interest because they purposely muddled my payment history in order to force me into foreclosure.
I beg you, please review my document package, it list every cashed check from XX/XX/XXXX, to XX/XX/XXXX. Every one has been cashed by their respective holders withing a 30 day period of their receipt.
I would welcome a little bit of justice, just enough to stop being ripped to shred 's by the viscous predators that this industry have become.
Thank you.
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| 10/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a PMI {$72.00} that is part of my monthly mortgage payment, my existing loan servicing bank, Shellpoint mortgage, has been trying to collect additional funds for PMI, they claim there are PMI disbursement shortages although I have paid my mortgage monthly payment in full including total amount of PMI in full. If bank has not made the PMI disbursement, I should be showing an overage amount in my PMI escrow account versus a negative balance amount. On XX/XX/XXXX they disbursed 2 PMI payments {$140.00} and on XX/XX/XXXX they disbursed 2 PMI payments {$140.00} and therefore escrow account is currently showing a negative amount of {$280.00}. I have been having this issue with them for months, I have been calling them for months and every time they say they will investigate it that results on no valid resolution but they keep messing up the escrow / PMI and they have done nothing to correct the errors on their end and fix the problem, I dont understand how could there be a shortage of PMI when I HAVE BEEN PAYING IT EVERY MONTH! .. To be clear, taxes and homeowners insurances are not part of my mortgage or escrow account. I pay property taxes directly to my township and buy my homeowners insurances thru diff company. The escrow account is ONLY for PMI. PMI is a fixed amount that is part of my monthly payment. My loan was transferred to them back in XXXX or XX/XX/XXXX from Ditech financial. They should have all the payments recorded and so able to verify all payments have been made by me. Dont understand how could possibly be a shortage with the PMI,
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| 07/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I called into Shell Point Mortgage to ask about an property tax refund that was in the escrow account since XX/XX/XXXX ( {$8500.00} ). They said that they would take care of it and send me a check right away.
I hear and see nothing for weeks so go through their chat service on XX/XX/XXXX. They said they had to evaluate the escrow balance and then send the surplus.
I get a mail response on XX/XX/XXXX saying that they will refund me {$7700.00} and that the check was included in the piece of mail. It was not. They included a sample fake check which I can not cash. I send them another message on XX/XX/XXXX but it's an email since their hours of operation are closed ( no phone, no chat ).
On XX/XX/XXXX I receive a letter in the mail saying " due to the complex nature of the matter '' that they request more time to fully respond to my inquiry. The letter was dated on XX/XX/XXXX.
Shell Point Mortgage has repetitively put off giving me my money and has held onto it for 2 months. They had it for a month and didn't mention anything to me or send a refund.They said they sent a check and the account says it's gone, but they didn't send a check and instead send a fake sample check. They are avoiding paying me and paying me interest since there is no check and they are hoping I don't notice and they have to send a new check. They are abusing me and my money.
NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXXXXXX XXXX, SC XXXX Main Office NMLS ID # XXXX NewRez LLC dba Shellpoint Mortgage Servicing XXXX, TX Branch Office NMLS ID # XXXX
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| 04/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My home loan was transferred to Shellpoint Mortgage comapny approximately a 17 months ago. At the time my mortgage was transferred I didn't have my insurance premium impounded. For some reason in XXXX of 2019 they decided to send my insurance company a payment for my insurance premium for the entire year and then impounded my insurance. At the time I called and asked that they remove the impounds for insurance and since I could no longer trust them, I didn't want my taxes impounded either. I got transferred to various departments and they told me they had to do an impound analysis and process my request. They said they removed my insurance impound but I had to pay back the {$750.00} premium which would take a year and then I could remove the insurance portion once the premium is paid back. I have paid back the premium and they still are charging me. Every time I call in they say it's been cancelled but they don't know why I am still being charged and they refused to remove my impound account for the taxes and are still charging me. They continue to charge my account and every time I request it, they tell me there is an escrow analysis they will run. Every time I call in I get misinformation, no one knows what's going on and my problem doesn't get resolved. They never even sent me a letter formally denying my request to remove my tax payment. I had to call in to find out. When I called in today they said they haven't done an impound analysis since XX/XX/2019, but last year they told me in XXXX and XXXX they told me they completed an impound analysis.
|
| 10/25/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
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Web |
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524 Injunction : XXXX XXXX XXXX per the enclosed exhibits did not adjust my mortgage on the agreed date to be compliant with the court order reaffirmation agreement. XXXX kept sending me statements with the original loan amount and payment. I making the required payment the month after the agreement only to have XXXX escrow the payment and not apply them. In XXXX XXXX acquired the mortgage servicing rights with the incorrect balance and monthly payment and now a forced placed insurance policy added to the loan. XXXX XXXX started sending out notices with the original note information then corrected the loan in XXXX of XXXX but still listed the cram down debt on the statements as defferred P & I this was a violation of my plan and a 524 Injunction.
XXXX XXXX filed a foreclosure motion in XXXX but before I could file a counter claim XXXX XXXX sold the mortgage to XXXX and Shellpoint became the new loan service company. Shellpoint assumed the foreclosure in court where the case was not heard only rubber stamped by the judge. The docket of the foreclosure case states that I never paid a payment after the reaffirmed agreement now shell point has stated that I had made 4 payments and that BAC had not been compliant. Shell point has now listed the reaffirmation crammed down debt in the amount of {$19000.00} as BK Cost on payoff statements this is the exact amount of the XXXX XXXX Defferred P & I listed on there statements. This is attempt to collect discharged debt and code it as something else in court is a 524 Injunction of the debtors Bankruptcy plan.
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| 11/09/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Application denials
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Web |
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CFPB online letter XX/XX/XXXX The years since my XXXX XXXX diagnosis and XXXX in XXXX I have lost my career, after which my husband became my primary caregiver. We declared bankruptcy, XXXX the following XXXX, and eventually secured my XXXX federal XXXX benefits this year ( XXXX ).
As we prepared to sell our home last XXXX ( XXXX ) the head of our church congregation sent a {$700.00} mortgage payment for that month to one of two addresses listed on the bill. He chose the wrong address, and then sent two payments ( {$1400.00} ) on one check the following month ( XX/XX/XXXX ).
We closed on our home XX/XX/XXXX, paid off the mortage, and moved to XXXX, Mississippi to find more affordable housing, Our latest bid for another home there was accepted last month ( XX/XX/XXXX ). Our closing date was set for XX/XX/XXXX, if I recall correctly.
On XX/XX/XXXX, and again on XXXX, XXXX XXXX our loan officer called to inform us that he could not proceed with the purchase of our new home ( now still under contract, by the grace of XXXX ) without resolving what was showing my ( XXXX XXXX 's three credit reports as a 30-days late payment from our former lender, Shellpoint Mortgaging Services ( formerly NewRez ).
Shellpoint asked us to send a letter to resolve the problem. We overnighted that letter the same day ( XX/XX/XXXX ). We have had no word on their decision as yet. We have called at least three times. Anything you can do is appreciated.
XXXX XXXX XXXX, Formerly XXXX XXXX XXXX until XXXX.
ID FOR COMPLAINT SENT TO SHELLPOINT MORTGAGE SERVICING XXXX
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| 05/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I know it's been a minute since I filed complaint # XXXX but the only resolution offered to me by NewRez was that they retaliated against me by dragging it out for another long period of time and then they sent me a contract that they had altered without telling me- they tried to sneak an ARM interest rate into the mix rather than honor the 2.7 percent rate that they offered me. They are truly scam artists using " the old bait and switch '' as a last attempt to cheat me. This was all just a scam to keep me from taking my mortgage elsewhere. Is that even legal?
After I filed the complaint I got a email assuring me that some higher up at NewRez would reach out to me. Never happened. And that my loan would be given priority. Never happened. I guess there were way more people to cheat than they could keep up with and harassing me was getting boring for them. Either way, they clearly don't take complaints to your organization seriously or just as an opportunity to continue to XXXX around with people.
Like I said, I complained, they retaliated and we all moved on. They had the additional nerve to send me a notice that since I didn't sign the contract it was my fault the re-fi didn't through. Never addressed the false claims of a 2.7 rate they offered me.
Since I have learned that mortgages with this company ( and mortgages in general ) are just a big scam, I will not bother them anymore and just walk away when I am ready to do so. They are truly the worst of the worst and I am happy to tell everyone and post that information whenever it comes up.
|
| 04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Older American, Servicemember |
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I have an existing mortgage that has been sold a number of times. The mortgage is at least 15 years old, condominium, and my primary residence. I am a retired XXXX XXXX County employee and veteran of the XXXX. The latest company to hold the note is Shellpoint Mortgage Servicing, who placed forced XXXX XXXX on it without any communication prior to increasing my escrow payments from {$71.00} a month to {$530.00}. a month. It increased my monthly mortgage payment from XXXX a month to {$1300.00}.
I have since provided them documentation proving the required insurance coverage and they are " supposedly '' reviewing and will then re-evaluate my escrow requirements. From my numerous phone calls I have been led to believe this will soon be straightened out but until Shellpoint Mortgage Servicing took over the loan there was never any problems like this that could and would put me at risk to lose my home. Are mortgage companies not required to notify customers before placing hazard insurance and verifying whether such insurance already exists? The fact that Shellpoint identifies as a Debt Collection firm rather then a a Mortgage Company implies the consumer has done something wrong, instead of a client with a home loan. My once affordable home has been relegated to a debt I can no longer afford by simply being sold to New Rez, XXXX Shellpoint Servicing.
There needs to be legislation enacted that protects home owners, especially retired home owners on a fixed income from predatory practices demonstrated by the actions of Shellpoint Mortgage Servicing.
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| 06/30/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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Our mortgage loan was serviced by Shell Point Mortgage Service, They were collecting money for the mortgage and escrow account to pay for Taxes and Insurance.
For yearXX/XX/2018, taxes were due to the City and the County. They did not pay the taxes per the escrow agreement on time.
In XXXX, we received delinquent tax statements from the County and the City. We contacted Shell Point. They indicated that the taxes are our responsibility and we have to pay it, although they were collecting money for these taxes and our escrow account had more than {$20000.00} to pay for the taxes.
In XXXX, we paid the taxes with the late fee penalty that resolved the issue with the county and the city. Shell point sent us a letter that they missed the payments due to an error on their behalf and apologized for the error.
In XX/XX/XXXX the mortgage was sold to XXXX XXXX XXXX XXXX with the escrow account. XXXX XXXX XXXX reimbursed us back the taxes we paid from our escrow account. As to the paid penalty, XXXX XXXX XXXX indicated that they were NOT handling the account in XX/XX/ and they are not responsible to pay the penalty and we should contact Shell Point.
We have been sending Shell Point emails and receiving responses apologizing and to contact XXXX XXXX XXXX about the penalty issue ( Although XXXX XXXX XXXX has nothing to do with it because the penalty incurred when Shell Point was servicing the escrow account ).
We asked them to pay us the penalty that we paid XXXX {$1000.00} XXXX, and till now we only get apologies and to contact XXXX XXXX XXXX XXXX.
|
| 05/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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My hardship began on XX/XX/2008, due to a very violent robbery on my business, I was shot and badly injured. I could not manage my business and I had a business failure. I had no income and our interest on our mortgage changed and the monthly payments increased.
We were left in a very bad financial situation. Our household expenses also began to be too high, It was hard to keep up with all our financial obligations.
Today I live off my social security benefits and my daughter is working and helping with our expenses.
I have made several attemps asking the several servicing companies and investors to which my loan has been transferred, to review our situation and approve us for the best loan modification program that we are eligible. I would like to maintain my loan at 2 percent interest rate, reduce the amount of money owe, and have an affordable monthly payment.
I would to request that Shellpoint mortgage to provide me with this information : 1. Proof of Chain of custody of title.
2. Proof of The amount of monies exchange for all of this transferring of ownership transaction.
3. Proof the account has never been charged off ; where by an internal book entry credit has been applied, bringing the balance to zero ; and then without my consent a creation of a new account, was formulated, where the previous unapplied credit remained outstanding balance after the internal credit application.
4. Proof that the a claim for mortgage default insurance was submitted as it is customary after the 3 months of mortgage default, and it was denied.
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| 02/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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After many attempts over a three year period to get Shellpoint mortgage to either accept a short sale or foreclose, I was finally able to get them to foreclose. The foreclosure sale was held onXX/XX/2018 in XXXX, New York. XXXX XXXX Trustee for XXXX XXXX XXXX had the highest bid and purchased the property for {$80000.00}.
The principal balance owed on the Mortgage was {$69000.00}.
Shellpoint Mortgage did not ask for any of the servicing fees above the principal balance to be paid. New York State gives them 180 days to begin collection for these fees. Shellpoint has marked the mortgage as repaid on the credit reporting system with a XXXX balance owed.
I am attaching a copy of my last Mortgage statement that shows principal balance and fees.
I am attaching a copy of the Referee 's Deed recorded that shows the purchase of the property at the foreclosure sale in the amount of {$80000.00}.
I received a 1099-C for 2018 that states the amount of debt discharged is {$60000.00} and Fair Market Value of the property as {$20000.00}. The fair market value of the property should reflect the amount the property transferred in the amount of {$80000.00}.
I am attaching a copy of the1099-c received.
I have repeatedly tried to contact someone at Shellpoint for a corrected 1099-C and they do not return my calls, email or mail. I am at a loss to get this corrected. Additionally they have yet to send me a final accounting of the foreclosure action.
I would very much like to get the 1099-c corrected and the final statement for the foreclosure action.
|
| 02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We have our mortgage through NewRez, and we have an escrow account with them to pay our taxes and home insurance. We have never missed a payment. Last XXXX, we received a notice of cancellation of insurance from XXXX. We called and they inform us that they didn't receive a payment from NewRez. After a long run around, we did a conference call with XXXX and NewRez where the agents from both companies exchanged information. Due to the time constraint, NewRez asked for an overnight address to send the payment before the deadline of XX/XX/2020. After a couple days, we called and we were informed that it was processed. We started a refinance with NewRez in XXXX, and today we received an email from the processor that we have no home insurance. We called and stayed for over 3 hours on the phone, they finally found out that the payment was sent to the wrong place and it was cashed but not applied to our account. We found out that NewRez has been charging Forced Mortgage Insurance since XXXX even though they are the ones all along with XXXX who messed up this whole thing. We called today and paid out of our packet for a home insurance to cover our property. since it will not be resolved quickly. We are baring the loss that we have to pay extra for failure to pay our previous policy ( even though as costumers we were dragged between the two, each one of them is pointing finger at the other ). All XXXX could say is, due to COVID all this happened and no one is assuming responsibility for this deceptive and abusive service ( as described by XXXX XXXX ).
|
| 05/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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Please refer to CFPB complaint # XXXX and # XXXX . I have been working to get a Deed in Lieu or Foreclosure process ( either one ) done with Shellpoint Mortgage for almost t three years now. They approved a Deed in Lieu yet have done nothing to get this accomplished. All title work has been up-dated. For the eighth time they requested me to update my paperwork, which I did. I then received the attached letter stating that the process is beginning from square one AGAIN. Each time I complete the requested documentation the process starts again. The paperwork expires because of Shellpoint, not on our end. They sit on the process. In the meantime they requested I have all tenants vacate the property, which I did and they are charging me maintenance fees. Because the property is vacant there is no income coming in to offset the mortgage. I am at a loss. We are more than willing to sign over the property via Deed in Lieu o r Foreclosure, yet they do nothing. They return no phone calls, no emails, no communication. We are at a loss as to why they are dragging their feet on this. I do not know where to turn for help. I have documentation of emails sent on a regular basis and phone messages left on a timely basis yet no assistance or communication. The only information I receive is an occasional phone message stating that someone will contact me. No one ever does!!! Can anyone help us get this process completed? We are trying to work with them but they are not working with us or anyone else to get this resolved. Please help me!!!!!
|
| 06/18/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
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On XX/XX/2021 the company informed me they are starting with foreclosure. On XX/XX/2021 I responded to email that I received from XXXX XXXX on XX/XX/2021 and I asked her why she asked me to make a mortgage payment when I am in a forbearance plan for XXXX and XXXX and I also asked her if I do as she says in her email if I make one payment she will bring my account current. Same I have called her many times and sent her extra few emails for the same question but she never responds to my email. And my forbearance was confirmed on XX/XX/2021 by XXXX XXXX. So I do not understand why this company are making me stress. One person telling me one thing and another telling me other when they are working for the same company and they need to follow the same rules. Because they are going by the account and they see what the status of the account is. When they know I am affected by COVID-19 hardship. And the company needs to follow the Governments rules. They know that before forbearance plan end they can not start with foreclosure process. What ready make Shellpoint Mortgage servicing ( " Shellpoint '' ) need to correct mistake. Like I said before they need to follow Government rules. Not to make people more depressed in this difficult times. And also I have 4 properties and it is valid for all 4 of my properties loan numbers are : XXXX, XXXX, XXXX and XXXX. Because I do not want to file 4 of the same complaints, because it is the same mortgage provider Shellpoint Mortgage Servicing ( " Shellpoint '' ) for my 4 properties that are in the same position.
|
| 07/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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Web |
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I had a boat loan with XXXX financial that i paid off in XXXX of 2020 but the company transferred my loan to Shellpoint Mortgage in end of XXXX ans Shellpoint sent me a letter saying i owed them for a loan payment i contacted them and sent them the payment info from XXXX where the loan was paid off, they still insisted i owed them {$330.00} to pay the loan of and i paid them in XXXX just not to have a problem, i received confirmation that the loan was not paid in full. I asked them for my title to my vessel and i was told to wait 3 weeks for it to be sent to me.. Its now almost 4 months and i called them 4 times since but no one can tell me where it is, i e-mailed the loan servicing department as they tell me 4 times with no response. Now the worst part is shellpoint reported to the credit bureaus that i am 30 and 60 day late and that the loan is a home mortgage!!!! Im purchasing my first home now and im 3 weeks away from closing but due to this incorrect reporting my score dropped below the minimum required FICO score required and the incorrect reporting that the loan is a home mortgage and late payments is not allowing me to obtain my mortgage for my home due to this incorrect past history on my report.!!!! I have called Shellpoint at least 5 times and e-mailed them to please correct the reporting asap so that i can contact the agencies to rescore my reports for my new mortgage, but it has been 10 days with no response at all ... and everyday my credit score drops lower!! please help or my family and i will be in the streets with no home.
|
| 03/31/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
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Web |
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CFPB complaint Filed XX/XX/XXXX Case # ShellPoint XXXX XXXX XXXX, XXXX CA XXXX XXXX said that it will be a big problem to do a short sale for a homeowner that does not have separate business bank statements, no business name, and have not filed taxes for XXXX and XXXX, and therefore underwriting will likely require the homeowner to file taxes for XXXX & XXXX. I told ShellPoint that the homeowner is a sole proprietor - there is nothing wrong or illegal about this. Therefore a separate business 'name ' and 'bank statements ' are not necessary. The homeowner has also already provided a written and signed statement that they have not filed income taxes. I also reminded ShellPoint that in California the homeowner can not contribute to a short sale, and since the profit & loss statement is proof of income, they will have to make a decision based on what they have been given.
Why is ShellPoint trying to force the homeowner to file income taxes? They are being stupid. I want ShellPoint to follow servicing guidelines. If ShellPoint wants the taxes to be filed - are they going to hand over the {$500.00} for each year of taxes so the CPA can file them? The homeowner certainly does not have that kind of money.
In California, the lender can not ask for a contribution from the homeowner. It is obvious from the income information provided that the seller can not afford to keep the home. Attempting to force the homeowner to file income taxes is just another delay tactic and does nothing but reveal the stupidity of this company as a mortgage servicer.
|
| 01/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
My prior servicers agreed that I could assume the loan to remove my ex-husband from the mortgage, but because of repeated servicing transfers, the assumption process has been delayed and I am now at risk of XXXX XXXX XXXX unless the assumption can be completed. My ex-husband and I were originally co-borrowers, but I was awarded the house in the divorce and received a quit-claim deed. The divorce decree said I needed to remove his name from the mortgage. Following a lawsuit against my prior servicer, XXXX, which resulted in a settlement, XXXX offered that I could assume the loan to remove my ex-husband from the mortgage, which I agreed to. Before the assumption could be completed, servicing transferred to XXXX & XXXX. After much difficulty, XXXX & XXXX stated in writing in around XX/XX/2021 that I could assume the loan to remove my ex-husband, as XXXX had promised. XXXX & XXXX repeatedly dragged its feet on getting me the final paperwork to effectuate the assumption, which it assured me that the investor had approved and that I would receive shortly. Then, in XX/XX/2021, servicing transferred to Shellpoint, and XXXX & XXXX refused to speak to me anymore about the assumption. I have been unable to make headway with Shellpoint in effectuating the assumption that XXXX and XXXX XXXX XXXX had both offered me, and I am running out of time to assume the loan. If it does not happen quickly, I may end up losing my home. Shellpoint is obligated to finalize the assumption I was promised and have been approved for, and I need it to happen immediately.
|
| 09/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I submitted a notice of error and CFPB complaint regarding Shell Point 's failure to refund the full balance of my escrow. Based on their response to my CFPB complaint it is clear they not only failed to refund my escrow timely ( my original complaint ) but now they have failed to conduct a reasonable investigation ( 1024.35 ( e ) ( 1 ) ( i ) ( B ) ). My original and continued complaint is that at the closing for my refinanced mortgage the title company paid the property tax and that despite a phone call requesting Shell Point/NewRez stop tax payments they processed the tax payment anyway resulting in an incorrect escrow refund. I advised them of their error and that they still owed me {$8600.00} since XXXX says they have systemic controls in place to block duplicate payments and the only payment they have on record is from the new title company. All it would have taken for Shell Point to do in a reasonable investigation is to pick up the phone and make one phone call to the XXXX County Treasurer 's Office to verify who made the tax payment. Instead, all Shell Point did was send me copies of their internal records which I already knew was incorrect and into which they failed look any further. The whole point of my complaint was that those internal records were incorrect and that I was and STILL am owed {$8600.00}. I want those funds refunded to me by wire transfer immediately. Instead I did their investigation for them and have attached the records from XXXX County showing the XX/XX/2020 tax payment from the title company- NOT SHELL POINT!
|
| 05/11/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
|
|
Web |
Older American, Servicemember |
|
I am POA and son of my mother and this complaint is about the reckless disregard Shell Point Mortgage services acted during my mother 's loan and during the closing process to buy out her debt. I filed a claim with the state attorney general of Colorado as well as the XXXX of XXXX SC. During the closing they asked for 3 months of interest 177days with out explanation as to why then need more than most banks of 30-90days. I could not nor could XXXX XXXX the loan company buying out the loan get Shell Point to explain this. Also the phone numbers they provided had their mail boxes full so you could not leave a message. they sent 3 registered letters with the same information that did not explain what was asked. They claimed to not to be able to get a hold of my mother or I and that my voice mail was full which it not true or accurate. I sent them 4 copies of my POA they claimed they never got. They made an extra {$1400.00} by manipulating the principal and interest claiming we had paid 3 payments to principal and not to interest. Which is not true. Because that's all my mother has paid since 2007 on this 13 % interest where only {$30.00} dollars went to principal a month. They now claim they did make a mistake and owe her {$37.00}, but they owe her more. They refused to send me her loan agreement. I feel what they've done to my XXXX old mother is fraud. and I would like your help.I can provide payment records and my correspondences with the bank Shell Points mailing address and her Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX
|
| 10/29/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
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I purchased my home on XXXX XXXX, XXXX. The originallender was XXXX Mortgage ( Loan # XXXX ). Purchaseprice was {$220000.00}. Financial hardship happened in XXXX XXXX Loan was sold to XXXX XXXX during recession. Suddenly lost job. I fell behind in mortgage.
payments. Did unsuccessful loan modification with XXXX Loan balance was increased significantly. I discovered on XXXX XXXX XXXX througha phone conversation that the sale date of my property isXXXX XXXX at XXXX XXXX. I have not yet received aformal letter from XXXX and XXXX ( attorneys representing the sale ) although they claim a letter was mailed on XXXX XXXX XXXX.
I need more time to look for gainful full-time employment inorder meet the necessary financial requirements for a loanmodification to keep my home. Not enough time hasbeen allowed for me to explore all my options for gettingassistance. Private investor of the mortgage is XXXX. I waneed more information on this private investor and the shadytransfer of this mortgage between XXXX Mortgage and.
Shell Point. I even asked to speak with XXXX XXXX ; CEOor someone in upper management. Within two weeks of my rerequest to speak upper management, the mortgage wassuddenly sold and no one ever spoke with me. I want thisloan process investigated from XXXX XXXX until XXXX XXXX XXXX. I believer customers who are in vulnerablepositions such as myself are being taken advantage byChase and other private investors while jacking up loanbalances as they resell loans. This is home is not valuedat {$250000.00}. Please research this case asap.
|
| 08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Shellpoint mortgage is a mortgage servicer that my mortgage was transferred to. They are mistreating me repeatedly while Im trying to save my home from foreclosure.
The mortgage servicer failed to honor their promise to work with me on modifications for loans transferred from my prior servicer. They demanded payments before providing loss mitigation options, delayed decisions on any loss mitigation options, and harassed and threatened me now that Im overdue.
I believe their delay of 9 months to respond to me, is due to waiting if I would be approved for XXXX.
They are demanding 9 months of overdue payments, which is unfair considering I contacted.
them for 1 missed payment.
Because I missed 1 payment, they demanded 2 months plus fees ( an amount I could not afford ), the next month I called to pay.
Ive let them know every month I can make a payment, but they refuse and fail to work with me, because I struggled for 1 month, by prioritizing collecting total overdue.
payments instead.
I DO NOT BELIEVE SHELLPOINT IS COMPLYING WITH THE LAW. I DO NOT BELIEVE FORWARDING THIS COMPLAINT WILL HELP ME, BECAUSE THEY HAVE RECEIVED ONE ALREADY. I DO BELIEVE THEY WILL RETALIATE AGAINST ME IF THIS IS FORWARDED TO THEM. I NEED CFPS TO LOOK INTO THE WAY THEY ARE TREATING ME AND POSSIBLY OTHERS, AND TO DO SOMETHING ABOUT IT. COMPARED TO OTHER CIVIL PENELTY CASES HANDLED BY CFPS, THE SAME VIOLATIONS, IF NOT WORSE, IS HAPPENING TO STRUGGLING BORROWERS WHO WANT TO SAVE THEIR HOMES AND WHO WANT TO MAKE THEIR PAYMENTS, AT SHELLPOINT MORTGAGE SERVICES.
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| 08/31/2021 |
Yes |
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- Trouble during payment process
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Web |
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I received a letter from Shellpoint Newrez offering a COVID-19 Payment Deferral Offer. The letter is dated XXXX. The following is a quote from the letter : We require a processing month for us to complete your payment deferral. Because you are 18 months delinquent, you must pay your current monthly contractual payment of {$2700.00} by XX/XX/21 in order for your payment deferral to become effective.
On XXXX, I sent a check to Shellpoint.. After sending the check, I spoke a few times to various representatives as well as leaving messages with my assigned representative, Mr. XXXX. I was informed via phone by a representative in XXXX that the deferral was being processed.
On XXXX, I received a call from XXXX XXXX that as of XXXX my loan is in default. Ms. XXXX verbalized that the COVID-19 Payment Deferral Offer has been rescinded despite the stipulation of making a current monthly mortgage payment of {$2700.00} by XXXX so that the deferral offer can become effective.
I am an XXXX XXXX. My civil rights has been violated by Shellpoint Newrez. The company actions towards me are discriminatory, pernicious and predatory. Also, their actions are deceptive and unscrupulous. There is a disproportionate rate of foreclosures among XXXX Americans due to mortgage servicers like Shellpoint.
To reiterate, the servicer was dishonest and predatory. The servicer had no intentions to honor the COVID-19 Payment Deferral Offer or comply pto their Terms of the Payment Deferral.
Please review the attached XXXX Payment Deferral Offer and canceled check.
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| 04/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I had a equity line of credit with XXXX XXXX, MN. When I refinanced in XX/XX/XXXX, the loan was satisfied. I was notified by XXXX that Shellpoint was my new servicer in early XXXX. I couldn't figure out why I was getting correspondence from Shellpoint in XXXX and XXXX, so I just disregarded any info from them. In XX/XX/XXXX I received a notice from Shellpoint that I had a 60 days late notice. I immediately contacted Shellpoint to inquire on how I received a late notice on a {$0.00} balance account. I told them that the account was satisfied in XX/XX/XXXX and there no balance on the account, so I wanted them to reverse my late notice. They told me that they didn't know that the HELOC was a {$0.00} balance and said I needed to contact the prior servicer ( TCF ) and get a release. I contacted XXXX and got a release which I then forwarded to Shellpoint. On XX/XX/XXXX statement, they still had my 60 days late, so I contacted them again. They said it could take up to 60 days for the notice to be removed. I filed a dispute with XXXX in XX/XX/XXXX ( When I went to purchase a new vehicle and my payment was higher than expected because the late notice on my report ) and the dispute came back unresolved. I filed another dispute in XX/XX/XXXX and that dispute was resolved. Thank you, XXXX!
To this day, I have never received any correspondence from Shellpoint explaining how they could charge my account past due with a {$0.00} balance. I have included 2 documents. One is the release from XXXX and a copy of the XXXX report showing the 60 days late.
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| 01/30/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
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When applying for a refinance mortgage, I found that I had an adverse account listed as Shellpoint Mortgage. I knew that I had never been late with my mortgage payments and never heard of nor was contacted by Shellpoint. I called on XX/XX/XXXX and was advised that the account was referred to them, but had a XXXX balance listed when it was received and that it never had an amount due. I was advised that the account was attached to the home I sold in XXXX of XXXX. Ditech, the mortgage company, was paid in full at closing. I was told that Shellpoint would remove the account from credit reporting and that it could take up to 30 days. I also received an email of a printout from their system indicating what I was told. I called to follow up on XX/XX/XXXX and was told that the first person opened the wrong ticket and that I would have to write in to make this request. After some pushing back on my part, I was told that a Team Leader, XXXX XXXX, would put the request in today. I will be writing the letter they say I need to send them asking them to fix their mistake as well, but was told that I should send it certified because they are behind on mail and I can't assume they received it!
It is beyond me how a XXXX balance can reported to a collection agency in the first place. However, it happened. The response received from them is just not acceptable. Any assistance you can provide in expediting this would be greatly appreciated. I will also be writing the XXXX in hopes that others will not go through this with Shellpoint in the future.
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| 11/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We paid off the loan on XXXX XXXX with Shellpoint Mortgage. My husband called to get instructions on how to pay off the loan and get the title and XXXX release that we need for our single wide trailer. After paying it off, my husband called XX/XX/XXXX or XX/XX/XXXX about getting the title and the lien release that we need. We have not received anything for this paid off loan. My husband called again sometime in XXXX, again we still have no documents. I called XX/XX/2020 about getting the lien release and title, the customer service rep told me that that should have already went out. She put in the request and I will have it within a normal mailing period. I called again on XX/XX/2020 to get an update about where the title and lien release was, the customer service rep said that I will need to send my request in an email. When I told her that I know I am suppose to have a lien release in 30 to 60 days, and it has been all of that plus more. She then told me that they can only provide a statement saying that the loan is paid off, not a lien release. XXXX Not sure how that works, when the lien holder has to provide a lien release showing the DMV that the lien has been paid off XXXX. She emailed the statement to my husband. I emailed my request on XX/XX/XXXX also, and still have no response or documents that I have request. The only thing we received was a letter in the mail on XX/XX/2020 saying that they are working on our request. Which I'm guessing was the email that I sent requesting an update for where the title and lien release is.
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| 08/17/2020 |
Yes |
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- Trouble during payment process
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Web |
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I submitted a complaint in regards to New Rez with the CFPB in XXXX of 2020 Complaint # XXXX I received a response from the company in regards to the complaint where it stated they would spread the escrow shortage/mandatory XXXX. escrow cushion out 60 months instead of the usual 12 months. They said this would be done once our automatic enrollment in the companies forbearance covid plan was over. This automatic enrollment ended on XX/XX/2020, I expected ( as they said they would do automatically ) to receive a new mortgage statement reflecting the changes they said they would made in order to pay XX/XX/2020 mortgage payment. However, I have yet to receive any new statements and when I call the escalations department on their letter they wrote in response to the CFPB complaint, it asks me to leave a voicemail. I have been leaving voicemails everyday since XX/XX/2020, with no response. When I call the regular phone number for loan servicing, the reps state they can't help me only escalations and that I just have to keep leaving messages.
Could you please help me get a hold of the correct people to work with in regards to this matter? I just need for them to do their job and respond and fix my mortgage so that I can afford it, the way they said they would in regards to my initial complaint.
I have even called and asked for XXXX XXXX, the lady from their company that responded to the initial complaint, and the representatives responses are all the same ; they can not contact her. I just need for them to fix my mortgage so I can pay.
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| 04/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My complaint is Shellpoint Mortgage Servicing Co. I have been in the process of selling my house for the last XXXX and needed to get a updated payoff due to my previous mortgage company had been sold. After contacting my new lender and making three attempts to get a payoff I was told it was either sent via email or mailed - yet as of today XX/XX/XXXX i still have not received it and I feel like i have been unfairly mistreated.
On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ( 2020 ) I contacted their customer service line spoke with representative and was told i could not receive a verbal payoff and that it can only be given by email, faxed or mail. I explained on several occasions the urgency, that i have a buyer, my offer was accepted and we're just waiting for the final payoff to close the deal and trying to avoid any additional fees, accrued interest and charges. On my last attempt i asked the representative to include a complaint to help speed up the process yet i still have not received the payoff nor a call back.
As of today my buyer has backed out of the deal and now my house is back on the market. I don't know the reason why this process has taken so long nor the reason this is important to my lender as it is to me. I am trying to avoid any unnecessary steps such as foreclosure or short sale that may leave to me losing my home. I am asking for an investigation of this matter because i believe i was unfairly treated and that this company may be delaying this steps for myself or others to build up fees or other charges. Thank you.
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| 04/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez LLC was my mortgage servicer as of XX/XX/XXXX. On XXXX XXXX, XXXX, NewRez made a payment of {$3700.00} to XXXX County, Maryland by mistake for the property tax, where the property was located in XXXX XXXX County, Maryland. Since XXXX XXXX, I have requested NewRez to request refund from XXXX XXXX and pay to the XXXX XXXX county for the past due property tax. But NewRez failed to do that. Because the property was made to the wrong county, the property tax due to the right county was past due and penalty was occurred. As of XX/XX/XXXX, the refund was not requested by them and past due property was not paid. On XX/XX/XXXX, I paid off the loan with NewRez. Since the loan was paid off, NewRez told me that I have to pay the past due property tax myself. As for the penalty, I have requested them to pay. But as of XX/XX/XXXX, they did not pay anything and the penalty will be increased if not paid timely. I have called, emailed and mailed to them more than ten times for this issue and very frustrated for their action and efforts.
FYI, the payment was made to the wrong county two times. I have informed them the wrong payment in XXXX XXXX and they did not make the correction, which cause the second wrong payment in XXXX XXXX. Also, I informed that the annual escrow analysis is wrong and increased monthly payment ( more than {$400.00} ) need to be adjusted to the right amount. But they fail to do that. I over-paid amount to the escrow account, but they did not pay me any interest for the over-paid amount, which caused by their mistake.
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| 02/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In our complaint submitted on XX/XX/XXXX ( Complaint ID : XXXX ) to the CFPB in regards to our mortgage servicer NewRez dba Shellpoint Mortgage-we requested all the loan and escrow accounting records from the origination of this loan in XXXX to present day. In this response to our complaint, the failed to provide the requested loan accounting records from XXXX to present day-which needed to include how every XXXX of every payment as been applied to our principal, interest, taxes and insurance from every servicer that as ever survived the loan since its origination in XXXX to present day.
We have asked multiple times for the entire loan accounting history from XXXX to present day, one of which was during a phone call that is recorded. Please see NewRez 's response to our complaint filed on XX/XX/XXXX, XXXX where they failed to provide all loan accounting records which show how every pennny from every panymen has been applied to the principal, interest, taxes and insurance from the origination or the loan in XXXX to present which needed to include all of the servicers that have ever serviced the loan from XXXX to present day.
As NewrRez failed to provide these documents that we requested in our previous complaint are asking again for all loan accounting record documents that show how every XXXX from every payment has been applied to the principal, interest, taxes and insurance from origination of the loan in XXXX to present day, from every single servicer that has serviced the loan from it's origination in XXXX to present day.
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| 03/05/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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i was at my XXXX XXXX for a XXXX 's conference on XX/XX/2018 when I stopped to say hello to the Tax Collector. The Tax collector informed me that my property taxes had not been paid for 2nd qtr. I stated to her that it was because I had received a letter that my mortgage had been sold to a new company and it would work it's way to you.
The next month when I was making my mortgage payment online I decided to ask Customer service regarding my mortgage. I believe they have records of all my calls so I'm going to say this was on the 6th of the month of XXXX. They stated to me that they had made my payment. I immediately called the Tax Collector and she stated that the payment had not been made. I called back the Mortgage company and they said they would run a check with their vendor and call me or email me with the results. No one called no one email. The next month, XX/XX/XXXX, I made my payment and called the mortgage company to ask regarding the tax payment. The borough had already informed me it had not been made. They would check and return my call or email me.
XX/XX/XXXX, The Tax collector say no and the mortgage company says yes and now my monthly payment changes again because my escrow is short. Finally after not getting off the phone I got transferred to a supervisor and they stated they would escalate the matter. I received the letter attached and waited another month with no results so I stared calling again. A supervisor called me in XXXX and stated he was handling the matter personally. I have not heard from him since.
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| 01/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX and I had XXXX XXXX and XXXX this year which caused me to become behind on this mortgage. We can no longer afford to keep the home and we are listing it for sale XXXX XXXX. We have tried several times to get assistance and the only options we have received were a very expensive repayment plan that we have managed to keep. Our last payment we made was a few days over our deadline. They took the payment and I called our point of contact and left a message that we needed our repayment plan reinstated. We were told it would be reinstated after the payment cleared. It did clear. But no reinstatement.
I went online to schedule our XXXX payment and it says that this loan is 3 payments past due. They did not infact reinstate our repayment plan because if they did I would be able to schedule a payment. I have called and left messages and we never heard back from our point of contact.
Its hard enough having XXXX, its even harder when everyone shuts the door on you to get no help. Its hard enough trying to hold onto the property until we sell. There is a lot of equity in our home and it is all I have to relocate and start over so I can maintain my help. I am not asking for a handout. I would like short term forbearance so we can sell.
I told XXXX that I would send them the listing agent form that we signed to show its going on market. Still no help, nothing. They will get all their money when they sell.
Its very sad that I will have to file chapter 13 just to protect the equity if we get no help. Please help us.
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| 11/16/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I recently submitted a complaint to your bureau about Shellpoint Mortgage servicing improperly reporting two mortgages I have with them as delinquent on my credit report during a period in which they were under COVID forbearance. They responded that they had indeed reported those accounts improperly, and that they would be removing them altogether from my credit report. I have a third loan with them as well. It is loan number XXXX. This loan was also under COVID forbearance from XX/XX/XXXX to XX/XX/XXXX. When I filed the last complaint about the other two loans, there were no late payments reported on this loan in my credit report. So I did not include this third loan in my previous complaint. In fixing the two loans from my previous complaint, however, Shellpoint went back to XXXX and reported that I was 90 days delinquent on this third loan. Firstly, I was under their Covid 19 forbearance. Secondly, they didnt even bother reporting those dates correctly. They reported a random 90 day delinquency and all months before and after it are pays as agreed. And they need to fix the late fees they have been charging me for periods when I was either under forbearance or being transferred to deferment. I had to call 10 times before I was able to make a payment because they dont respond to email, or voicemails, and they dont pick up calls. They completely blocked me from making automated payments online and over the phone for many months. It was due to repeated emails that I was even able to make any payments once I came out of deferment.
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| 01/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Old information reappears or never goes away
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Web |
Servicemember |
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On XXXX XXXX, XXXX, I spoken with XXXX XXXX , at Shellpoint and XXXX XXXX reporting on my credit reports. This mortgage loan hasnt been on my credit report since XX/XX/XXXX. This debt has been discharged and removed in Chapter XXXX Bankruptcy 11 years ago. Please be advised this debt should not be on my credit report as I have NOT RE-AFFIRMED the debt in Bankruptcy.
On XX/XX/XXXX @ XXXX spoken with XXXX . Please remove these mortgages off my credit reports immediately as this significantly impact my credit scores with all 3 credit reporting agencies. As Per XXXX, she will have the Bankruptcy Dept to get this removed off my credit report within 24hrs.
On XX/XX/XXXX @ XXXX, I spoken with XXXX XXXX the Bankruptcy Dept. about these debts still showing on my credit after I have already informed them that XXXX XXXX and Shellpoint should not be reporting on my credit report. At this point, Shellpoint and XXXX XXXX is NON-Compliance according to FCFA Section 623 ( a ) ( 1 ), As a rule, it's illegal to report information that you know or believe is inaccurate. Re-aging and duplicative reporting, particularly following portfolio acquisitions or sales, mergers and other transfers.
Overall the level of inaccuracies reporting on my credit report has cause me and my family credit denial, defamation of credit and conflict of emotions.
I'm requesting that XXXX XXXX and Shellpoint Mortgage be removed off my credit report immediately as I have waited beyond 30 days for credit report to be corrected.
Sincerely, XXXX XXXX XX/XX/XXXX XXXX
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| 04/03/2020 |
No |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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In XXXX 2020 I contacted my current mortgage lender, NewRez LLC, about refinancing in order to decrease my monthly payment. After the initial application online, I corresponded by email and telephone with the loan consultant ( XXXX XXXX XXXX several times and was assured they could refinance at a lower payment. During this time, I informed the consultant the property was collateral on a business loan, but there was nowhere to include that information on the application. The consultant assured me this would not be an issue. I then paid {$470.00} to have an appraisal completed as part of the loan process. At this point I was handed off to a loan processor ( XXXX XXXX XXXX. I submitted several more documents and scheduled the appraisal which was completed. I was then contacted by the Title Company and asked to submit documents to my business loan bank so they could subordinate the loan for the mortgage. These documents were detailed and required several hours to complete. Several weeks transpired with no activity. I began inquiring with the loan processor and then the loan consultant via email and phone messages over the course of two weeks with no response. Finally, I received a response via email informing me the loan could not be completed due to the business loan plus the new mortgage amount exceeding the loan to value ratio. I forwarded the emails to the loan consultant of the initial notification of the business loan and his acknowledgement, asking if my appraisal fee would be refunded. To date, I have received no response.
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| 09/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX, I had a few concerns with the Shellpoint Mortgage Company, I recently completed a Mortgage modification with them a few months ago. I recently found out that shellpoint Mortgage reported me to the credit reporting agencies as late on payments. I was never later on my payments. I followed the bank process and the instructions, including making all the trial payments, s and continued to pay my mortgage even when I was told no payment due. I was diagnosed with XXXX in 2019, XXXX, and struggled with other chronic health issues. Still, I continue to cooperate with the bank only to find out they are deliberately reporting customers late so they may stop the customer from re-financing and leaving their organization. I recently found out that Shellpoint just settled a class action suit for dishonest practices and lying to current customers during the XXXX crisis and has recently settled. I spoke with the attorney and was notified this may be an additional complaint file based on bad business dealing with retaining the customer base if they are reported late on their mortgages, the opportunity to re-finance or leave the company is not afforded to the customer. Shellpoint is guilty of creating policies that do not allow for the customer to move forward by choice. I have requested a decision on how shellpoint arrived at their decision to report my account late. I was told 3-5 days, then change to 7 days, then change to 30-45 days. I have made a recording of my phone call to one of the representatives. Please help.
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| 01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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Shellpoint Mortgages gave me Covid forbearance for a period of 18 months. All along there was the promise of options to resolve the situation, things like loan modification, deferment, etc.
My wife XXXX XXXX in the very early stages, XX/XX/XXXX, and ended up being a XXXX XXXX XXXX XXXX, XXXX for a very long time. Shellpoint continued to offer forbearance.
It was even at XXXX point an automated call saying that all I need to to extent my forbearance was press XXXX on my phone keypad. I did so.
At the end of XX/XX/XXXX Shellpoint said that I needed to make a payment on XX/XX/XXXX to restart my loan. I called on XX/XX/XXXX and the person I spoke with said I could not make a payment, that they were assessing my account.
Then I was told that since my loan had been modified just before the forbearance started, I was not eligible for any of the available options. I asked why I was not told this at the time, and was told by the person I spoke with that this information only became available at the end of the forbearance.
Basically, the forbearance was not available to me without the need to bring ALL payments current at the end of it.
I was, in my opinion, completely misled as to what was available to me, and now find myself with {$40000.00} in arrears on my mortgage, with foreclosure looming.
The CARES Act was supposed to protect from demands for all back payments to be made. Why is it not effectively protecting me now?
I have young children, and we are in a lot of emotional pain right now. I can't lose their home.
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| 04/19/2020 |
No |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My roof was damaged in a storm on XXXX XXXX XXXX. My insurance XXXX sent me a check to have it fixed. I sent it to my mortgage company which was XXXX XXXX XXXX, certified mail only to find out I was no longer with XXXX and that Shellpoint Mortgage was now serving my loan. I have been in bankruptcy for the past 2 years and was never notified this change that took place. Which in fact is the mortgage companies responsibility to let the insurance company know of the change. I had my roof repaired on XX/XX/XXXX and sent the check out certified to XXXX XXXX where XXXX XXXX was located not yet aware of the change The check was than forwarded 2 times in XXXX AZ, 2 more times in XXXX XXXX XXXX and then 1 more time to Ohio where Shellpoint is located. After all of that they could not endorse the check due to their name not being on it and sent it back to me with the wrong return address on it and it ended at a lawyers office in XXXX and they in turn forwarded it to me. This took about 2 plus weeks.
How could my NEW mortgage company not know my address. I recently sent the re-issued check and I need it signed immediately so I can pay the contractor that fixed my roof. This has been 6 weeks this man has been waiting to be paid. Everyone is experiencing difficulties at this time and he sure could use this money I owe him. Shellpoint is pathetic and I would like some help if possible. I have contacted the XXXX and I have read complaints regarding similar things that other people have experienced with them also. Thank you for your time.
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| 11/02/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My name is XXXX XXXX, Acct # : XXXX & XXXX. I have attempted to resolve this issue since I first closed on my home in XXXX of XXXX with NewRez via phone, faxes and email but it's still unresolved 1. I am requesting NewRez to do a Escrow Analysis on my account. I am a XXXX veteran who is exempt taxes on my home.
2. Remove the unauthorized forbearance placed on my credit by NewRez.
3. Adjust my previous mortgage and my refinanced mortgage to show the exempt taxes.
Unfortunately, I regret that it has come to this. I am unable to speak to a supervisor or manager regarding my account.but since my last correspondence I received a letter dated XX/XX/XXXX denying an ( alleged ) forbearance that I should have not had on my credit because my wife and I never competed the application. We have made ourpayments on time. No one never told us we were in forbearance no call, letter, or statement. It wasnt until I began to refinance my mortgage when I learn I was in deferment. If my loan was truly deferred then the two mortgage payment should have been returned, at least a letter stating such Again, this is one of the many attempts I have reached out to your company to clear this error including my ongoing request for escrow analysis since XX/XX/XXXX. I have notified you that I am a XXXX Veteran who is tax exemptand provided tax exempt letter. My County Tax office also spoke to your representative and also requested and escrow analysis ( an audit on my escrow and loan ). I am respectfully requesting asking for these issue to be resolve.
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| 03/28/2023 |
Yes |
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- Trouble during payment process
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Web |
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-On XX/XX/2023 an instrument was mailed to Shellpoint Mortgage Company In the amount of XXXX to payoff the mortgage.
-On XX/XX/XXXX my online account reflected the mortgage was paid off with a principal balance of {$0.00}.
-On XX/XX/XXXX I received an email stating " Congrats you are paid in full ''. On XX/XX/XXXX I received an instrument with a Shellpoint letterhead stating " Our records indicate your loan through Federal Department of Housing and Urban Development ( HUD ) has been recently paid off.
-On XX/XX/XXXX I received an instrument with a Shellpoint letterhead stating " This letter is a notice to satisfy the requirements of New Jersey law. We have sent an instrument to the proper public officer to request cancellation of the mortgage ''. Came with a notarized DISCHARGE OF MORTAGE from XXXX XXXX XXXX
-On or about XX/XX/XXXX I called XXXX County Clerk and they said they had nothing on file for Discharge of Mortgage.
-On or about XX/XX/XXXX I called XXXX XXXX XXXX, and they stated that the XXXX County Clerks office did not accept the Discharge of Mortgage. They said I could contact Shellpoint Mortgage for further information.
- On XX/XX/XXXX an instrument was sent to Shellpoint Mortgage for {$310000.00} - On XX/XX/XXXX I received a letter from Shellpoint Mortgage stating " Enclosed is a check we are returning to you because your payment is missing the following required information, Non Negotiable Item.
- When logging online to check the account a message came up saying " This loan has a payment stop ''
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| 12/12/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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This company has caused several problems will acquiring my loan through a sale of mortgage companies. My previous company was XXXX XXXX. The new company is Newrez LLC. Transfer of loan was in XX/XX/XXXX. This was not a refinance. Newrez llc says " this is an attempt to collect a debt, everything you say will be used in collecting a debt ''. My mortgage is not behind nor has it ever been behind and I always pay more towards principal. This is uncalled for Statement when I'm trying to do bisness with a mortgage company. I called Newrez on XX/XX/XXXX when I made my XX/XX/XXXX payment and saw that XXXX payment was showing over {$300.00} to high. I let them know that my escrow needs to be adjusted as I was being double taxed for XXXX. My house was a new build in XXXX and the county I live had to wait for appraisals and such so I was not taxed in XXXX on my mortgage but however was double taxed on my mortgage in XXXX. I called Newrez LLC to have on XX/XX/XXXX to do an escrow evaluation and they let me know they do have the tax rate and will submit for an escrow analysis. I just spoke with them today XX/XX/XXXX and the rep says they will not do an escrow evaluation because they are to busy and it's a new loan that they just acquired. That is not my problem. My loan needs to accurate and they are refusing to make it accurate. My mortgage is USDA loan and is income based for financing. Them doing this will throw off my finances significantly for the beginning of XXXX. I don't kindly with companies playing with my hard earned money.
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| 04/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
Servicemember |
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We tried to recieve a lower interest rate back in XXXX with XXXX XXXX XXXX then sent our loan to another company who at that time told me to hold my payments and we did until they received our paperwork at that time they tried to foreclose on us then. We paid the money up and was fine then our loan was sold to shellpoint mortgage company and they told us to send our payments in and we did and they did it again. Then they did it again in XXXX and we paid them {$36000.00} through an attorney and we made 5 months of payments to them and in XXXX of XXXX they sent back 3 months work and at that time refused to talk to us so we back to our attorney and they wouldn't talk with him either and then covid hit and they never called or mailed us anything or to our attorney u til XXXX of XXXX and said we now owe XXXX in order to reinstate our loan whoch is nailing us with all these court costs and attorney fees all for nothing when they could have simply took our money I stead of mailing them back to us with the stamp NO on the post office checks. These people are mean and cruel to try and take an XXXX year Olds home when they have always paid there mortgage every month and never had any problems. Please help us before we are homeless with nothing we have worked for our whole lives. These people just don't want to work with anyone at all, and they lie cheat and steal homes from the American people and this needs to stop our health have gone down hill from all the stress and not knowings what we are facing. So please help us. Thank you
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| 10/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX we spoke with Mr. XXXX from Shellpoint Mortgage Servicing with the intention to apply for a repayment plan. Mr. XXXX told me the down payment amount that I need to pay but at the same time, he told me the outstanding balance was {$770000.00}, which for us was incorrect. He recommended that we request the escrow analysis. On XX/XX/XXXX, I received the escrow analysis and I confirmed that I was charged twice for the same reason. Each past due payment included {$1000.00} for escrow monthly payment ( taxes and homeowner insurance ) but at the same time, my negative balance of the escrow account is {$130000.00}. Therefore, there is a disputed charge of {$120000.00} Please be advised that my account is in error. By federal law, the borrower can not pay twice the taxes and insurance. Shellpoint Mortgage Servicing included on each past due mortgage payment the amount of {$1000.00} but at the same time issued the past due amount of {$130000.00} of negative escrow balance for unpaid taxes and insurance ( cut off XX/XX/XXXX ) On XX/XX/XXXX, I sent via email a letter to the escalations department and loan servicing requesting the correction of this error, unfortunately, we didn't receive any answer.My intention is to pay what I owed to Shellpoint Mortgage Servicing through the repayment plan. However, the outstanding balance is incorrect.On XX/XX/XXXX I sent via email and certify mail a letter that I am attaching to this complaint as a supporting documents and until today, Shellpoint Mortgage don't answer anything to me.
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| 06/22/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/2020 I received a letter from Shellpoint Mortgage informing me I could be eligible for up to {$10000.00} in HAMP incentives towards my principal balance. In the following paragraph it describes a opportunity to recast my mortgage. The amount with the recast was {$10000.00} higher ( total interest paid over remaining Life of Loan ) than without the recast. Everywhere I looked, it read this should not be the case. When I called Shellpoint they said it was part of the HAMP Program. I still thought it was odd that re-casting cost more in the long run. Then Covid hit and I thought that I had better opt for the recast and hope for the {$10000.00} incentive from HAMP. I still don't know if I am eligible for the other {$5000.00} at a later date. I still don't understand why my long term interest payment would be higher. And I got another letter saying that XXXX is due for XX/XX/XXXX and I have no idea what that is. I called early this morning and XXXX XXXX couldn't find out where that number was from. XXXX XXXX has limited info about HAMP loans and referred me to the Escalation dept and they send letters with information without explaining why. This is the way it has been. No one really seems to know what why the numbers are the way they are They are trying hard and seem to be guessing but that is not fair to us when we pay our mortgages. We need correct answers and help. I don't think it is fair for people to be told to call when they do that over and over and no one can help. It is a waste of time and not good business.
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| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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XXXX XXXX of XXXX XXXX XXXX XXXX NC XXXX, ShellPoint Mortgage, account XXXX last four of SS XXXX On XX/XX/XXXX I received a notice of insurance lapse from ShellPoint ( no insurance lapse happened and I can prove that ). I had my XXXX agent fax proof of insurance. After that I received a second notice and a third notice, I contacted ShellPoint and they found proof of insurance. I thought that had been handled. I requested a pay off in 2nd week of XXXX. I received a XXXX charge for forced insurance, XXXX charge for inspection fee and a XXXX late fee. I was surprised since that had been handled. I found out last night my agent sent proof for XX/XX/XXXX until XX/XX/XXXX. I didn't prove I had insurance for XXXX and XXXX of XXXX. Which I was not contacted for proof of that time period since it was in XXXX and my insurance renewal runs from XXXX to XXXX. The XXXX inspection is fraudulent too, no one came out to my home. I'm always home and I have cameras. If it was a drive by picture why charge so excessively. I highly doubt anyone came out, I'd like to see these " photos ''!!! It's been a nightmare with ShellPoint, I'll make a payment and it does not credit to my account. I've had to email a screen shot of my billpay payment 3 times. Incompetents, lack of training or thievery? If I had made a money order payment and lost my receipts I'd be out of that money. I don't have extra money to make repeat payments! I'm not the only one having problems with ShellPoint Mortgage. Their reviews are 1 star. Please investigated this company!
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| 11/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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in XX/XX/XXXX I took a loan out to by a home and in XXXX I fell behind on my payments I then reached out to find out how much I was behind and paid the amount in witch they had given me to bring my loan current in XX/XX/XXXX witch was about {$11000.00}. in XX/XX/XXXX i was notified that i had fallen behind again due to the figures that they had given me in XX/XX/XXXX were miss calculated and that it put me back three months behind then in XX/XX/XXXX i made a payment of {$2500.00} in witch was returned to me and I was told that they will not except any payments unless I made the full payment to catch up on my loan since then I fell to far behind to catch up. Since then i have tried modifications in witch i was denied several times I had even gotten help from a company called XXXX to help me through the modification process to make sure that I was handling everything correctly once submitted and I was waiting on a response the company switched servicers and I was told that I would have to start over so i went to look for other help in doing so I found out that there were several things that were wrong with my loan witch the banks involved know and now they have a sale date XX/XX/XXXX for my home when they have no standing to do so companies and or banks involved : XX/XX/XXXX XX/XX/XXXX, XXXX XXXX, XXXX, XX/XX/XXXX AS TRUSTEE FOR SECURITIZED TRUST ALTERNITIVE LOAN XXXX XX/XX/XXXX, XX/XX/XXXX, MORTGAGE ELECTRONIC REGISTRA- TION, ( " MERS '' ) ALSO : XX/XX/XXXX XXXX XXXX XXXX XXXX
XX/XX/XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX
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| 10/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
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Web |
Servicemember |
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I am a veteran and have a VA Loan. Due to hardships relating to XXXX I lost my job and used up all my savings until I found another job. As a result my mortgage fell behind. I contacted my servicer Shellpoint to start the process of a loan modification a year ago. I have supplied all required documentation ask of me every single month leading up to my most recent submission XX/XX/XXXX. Every single month they continue to ask for information and my file has never reached an underwriter for a decision as to any home retain programs that are available to. XX/XX/XXXX, they requested additional information that has already been provided ; I have provided Profit and Loss Statements up through XX/XX/XXXX for my 1099 business and now they are asking me to create a profit and loss statement for all my clients that I serve although most of my income goes through my primary account. I don't understand why I need to create a Profit and Loss for each client I have as it's under one business. My income is already reported on my tax returns for the business and not per client. They have received all bank statements through XX/XX/XXXX, paystubs through XX/XX/XXXX, and my file has yet to reach an underwriter for consideration. This " Request for Documents '' has been going on month and after month and now I have a foreclosure sale date on my home for XX/XX/XXXX. I have uploaded and e-mailed all documents required of me. As one document they ask for is provided, another document expires and this has been the vicious for over a year now.
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| 11/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On or about XX/XX/XXXX I received a supplemental tax bill and an adjusted tax bill to the mortgage servicer. We had purchased our home in XX/XX/XXXX.
I emailed my mortgage company as we have the dreaded impound account. I asked them if they paid these tax bills. The response I received is as follows : Please be advised, the mortgage servicer is not responsible for paying the supplemental taxes, it is the borrowers. However, if you would like Shellpoint to pay them, please forward your Supplemental Tax Bill along with your written request to this email address and Shellpoint will pay them. Please note, paying the supplemental taxes can cause the escrow account to be short since they were not calculated into the required escrow balance. Because we are not responsible for paying supplemental taxes, we will not be held responsible for any penalties that may be assessed due to late payment.
Of course, this leads me to believe they are responsible for the adjusted tax bill as per their email.
Based on that, I paid the supplemental tax bill on XX/XX/XXXX.
Then on or around XX/XX/XXXX, I received a delinquent notice for the adjusted tax bill. I emailed the mortgage servicer advising them and they responded that it was my responsibility to provide them with the information as it was not reported on the Tax Assessment Roll Report. Well ... I did provide this to them on XX/XX/XXXX.
By them not paying this adjusted tax bill, it resulted in a penalty of {$XX/XX/XXXX} which I believe they should be responsible for, not me.
|
| 02/27/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I am currently under COVID forbearance. I was given 18 months but now I am being told that no and it ends at the end of XXXX. I was also told by XXXX XXXX XXXX that I would be able to defer my mortgage and if I am still under hardship they can lower my monthly mortgage.
I have a relative who went through the same process and they were able to do exactly what XXXX offered me except they use another mortgage company. My relative paid {$1200.00} and was able to reduce to {$900.00} 's.
I am now under Shellpoint Mortgage as it was sold to them. I was also told that XXXX is under NewRez in which Shellpoint is also under NewRez and they can not understand why that happened. I am being told I can either defer or modify. But the modification is only less {$50.00}. My single case agreement XXXX I am assigned to in the office doesn't seem to care to help. My conventional loan is issued by XXXX XXXX. I underwent through hardship due to COVID and then hurricane did affect my husbands job. He was currently let go due to layoff and wasn't rehired. So, its been a struggle back and forth. I do not want to lose my home and would like to have something worked out. I do understand that the forbearance may not be honored anymore in which I would like my forbearance amount to be deferred and if possible based on some articles I read my term to be extended to lower my monthly payments to help me stay in my home.
I understand that they can do that and also reduce interest rate and/or principal along with the term extension to help out.
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| 03/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In early XX/XX/XXXX I received notice my mortgage payment would increase from {$1300.00} to {$1300.00} because my escrow account had insufficient funds - this made sense based on an insurance company change and a check that was sent to me. At the time I didn't understand why I was receiving the check and should have called the mortgage company, so again this increase for XX amount of months was understandable because I deposited the check and should've sent it back to be deposited into escrow. I believe the issuance of a check to me was a mistake by the then servicing company of the loan.
In XX/XX/XXXX I received a notice from the new company over my mortgage, New Rez Financial, that stated my mortgage would be increasing from {$1300.00} to {$1500.00} because of insurance and tax changes. My insurance rate for the year increased only about {$120.00}, or {$10.00} per month, so a {$190.00} increase is outrageous. I called the county where I reside, XXXX County, and they stated an increase of that amount is out of the ordinary. When I contacted New Rez Financial they were unable to explain exactly why the amount increased like it did, other than pushing the explanation off on XXXX County and saying " your taxes went up ''.
I need a detailed description and breakdown of why New Rez Financial is attempting to raise my mortgage payment ( starting XX/XX/XXXX ) by so much money. I'm already paying {$35.00} more per month over the course of the last 12 months and an increase of an additional {$190.00} is not acceptable.
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| 01/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My loan was transferred to this New Rez Shellpoint Mortgage XX/XX/XXXX. I was informed of the transfer very late. Because of the late notice, I was unable to cancel a payment that I scheduled electronically XX/XX/XXXX with the initial lender. All of the notices I received ensured that all payments made to the previous lender would be credited to my mortgage. Fearing late payment fees, credit reporting, and other negative implications, I made a payment to the current lender~Shellpoint on XX/XX/XXXX as well as XXXX the other lender. I called the evening of XX/XX/XXXX and spoke with a representative by the name of XXXX XXXX and he assured me that any payment made to the previous lender would be credited to my account. I have been calling Shellpoint mortgage every week since that day. Despite proof of payment ( copies of bank transactions, previous lender documents ) they have not credited my account. I have received notices from them threatening to report me to credit agencies. Every time I call, I get a new agent who knows nothing about the situation. After an hour of repeating the issues I am told that it will be escalated and to call back in 48 hours. It has been 4 months without any resolution. As of this date,XXXX, I have called Shellpoint Mortgage 20 times speaking with reps, supervisors, customer service representatives each call lasting on average 45 minutes. The calls always end with an empty apology and promise to escalate. I received notice today that they have reported a late payment to the credit bureaus.
|
| 09/26/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
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Dear CFPB - I am resubmitting my complaint against SHELLPOINT MORTGAGE SERVICING. Please refer to closed complaint XXXX for additional history. Shellpoint Mortgage has advised CFPB that they have not reported any new events to the CRA 's since XXXX, which is false. On XX/XX/XXXX, Shellpoint transmitted an update to XXXX that my account was in a delinquent status, which is false. As stated, the servicing of my mortgage was transferred to another party in XX/XX/XXXX. CFPB, please investigate as to why Shellpoint refuses to update my XXXX from a delinquent status of 120 Past Due. I have included snippets from my current report and the credit monitoring alert which indicates Shellpoint just recently updating my account status. This event update contradicts what Shellpoint Complaince Dept XXXX XXXX states in her response to my CFPB complaint # XXXX. XXXX also goes on to state that Shellpoint must report account transferred, but this is another contradiction to what has actually been reported to the CRA 's. Example enclosed. I am requesting for the CFPB to reinvestigate this matter. Shellpoint 's response was more focused on my payment history and not what they are currently reporting to the CRA 's instead of the current status of the account with Shellpoint, which is closed with a XXXX balance, account transferred. I think the CFPB prematurely closed my initial complaint because of payment history and bankruptcy fluff written by XXXX XXXX. Now I have included documented proof to support my complaint about Shellpoint.
|
| 12/01/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
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Web |
|
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Our Mortgage loan started with Country wide, and got sold to XXXX XXXX XXXX, then resurgent which then got sold to Shellpoint Mortgage Servicing. My husband got laid off for 7 months, and we were falling behind. This was a year ago mind you. Every time we sent the documents they claimed they did not have enough information and documents, which was a straight out lie! We would re-submit the files, and by the time they processed the information it was already expired! this is a clever way to collect illegal fees, and make you fall behind even more so they can foreclosure on your home. We were only three monthe behind when this started, and were ready to pay at that point a year ago, but our Account Manager advised us not to pay because it was in review anyways. Any time we tried to make payments online, it would not allow us to pay. To this date we are still playing this game, and have no idea what to do? We do not want to lose our home, and are willing to work with them arranging some type of loan modification, but they keep saying that they ca n't help us because we did not send the information they needed, which is a flat out lie! We have proof from emails sent back and forth with their company. countless phone calls to get a voicemail, and no answer..they claim they do n't have to leave a message. Now our fees they have added has grown to a rediculous amount that we ca n't pay..of course. They want us to lose our house! Please help us keep our home, and get us on the right track with a proper loan modification.
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| 01/28/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- Threatened to contact someone or share information improperly
- Talked to a third-party about your debt
|
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Web |
|
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1. The lender or lender representative tried to gain access to the home and did go into the fenced backyard without any legal documentation giving them the right to do so. Moreover, they engaged with an individual in the home and shared information about who they were in an intimidating manner, which created a problem with my renter. To try to make ends meet, I have taken in a renter ( business colleague ) in a portion of the home as I dont use the entire home myself. I dont think that they are allowed to gain access to my home or property in that manner. They have created an uncomfortable environment as we dont know when they will return. They also created an unsafe condition by not wearing masks and being too close to my renter who has a new grandchild that was visiting at the time.
2. During this pandemic, the opportunity to defer payments has been given to FHA backed loan holders, of which I am. This has been formally requested but no response has been given by lender. I also asked for a loan remodification and none was offered.
3. The lender is trying to circumvent the legal system, by not speaking with my attorney who has been handling this issue and directing themselves to anyone in the home, not even the note holder. As the bank will not seem to work honestly with me directly and I am not sure of my rights in this situation, and with the pandemic, I have contracted legal assistance over a year ago and they are fully aware of my representation. I have paid my attorney to avoid exactly what has occurred.
|
| 11/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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I refinanced my house in XXXX of XXXX. The mortgage was sold to a mortgaging service company in XXXX of XXXX. On XX/XX/XXXX, the first half of my property taxes were due. The mortgage servicing company did not pay them. They finally paid them on XX/XX/XXXX but they paid both the first half that was overdue AND the second half as well ; these were processed as two separate transactions. Because two transactions were received by the mortgage servicing company 's payment systems, the second transaction was kicked out as a duplicate payment. This took me from XXXX, XXXX to the end of XX/XX/XXXX and I ended up paying the taxes myself with the company reimbursing me in XXXX, XXXX. It was a serious hardship to come up with such a payment during these Covid-19 times.
I refined my house again in XXXX of XXXX and once again, my mortgage was sold to the exact same company. On XX/XX/XXXX, I received a letter from my homeowners insurance company stating that they had sent a bill to the mortgage servicing company twice but had not received payment which was due on XX/XX/XXXX. I contacted the mortgage servicing company and they said that due to a data entry error, the bill from the insurance company was marked paid when it had not been actually paid. The mortgage company corrected the error and released the payment to the homeowners insurance. The mortgage servicing company is NewRez LLC XXXX, MI XXXX.
These are two major issues that have occurred in 9 months. I am concerned that this will continue to happen in the future.
|
| 02/11/2019 |
Yes |
|
- Trouble during payment process
|
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Web |
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We received a past due notice on XX/XX/XXXX from XXXX County Tax Assessors office stating that our XXXX taxes were not paid. We reviewed our escrow account through our on-line account with Shellpoint Mortgage and noticed that the taxes for XXXX had not been paid by Shellpoint Mortgage. I then called Shellpoint Mortgage Escrow Dept on XX/XX/XXXX to inquire about this delinquency and spoke with a representative. The rep stated that the tax bill had been " overlooked '' and that she would put in a request to have it paid. She stated that it should take approx 7-10 business days to process the request and to follow up the next week. I in turn called the County Tax Assessors to let them know. I followed up with Shellpoint Mortgage Escrow Dept today, XX/XX/XXXX and spoke to another representative. She just told me that the company was still " processing '' the request. When I asked about penalties and the delinquency reported to my credit report, she just said that Shellpoint would take care of the penalties and that I would just have to dispute the charges against any credit bureaus. I asked if I could get all of this in writing, but she said no, that all she could do was verbally tell me. I asked the rep several times to speak to someone that could give me more detailed information on how this happened and to expedite the request, but she said there was no one else I could speak to. I am very disappointed in the way that this has been handled and that I will suffer the consequences due to this company 's negligence.
|
| 07/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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Due to my house under appraising I was required to borrow greater than 80 % of my home 's value for my mortgage, in XX/XX/XXXX. Because of this, I had a monthly mortgage insurance payment of {$61.00}. Approximately one and a half years into the mortgage, I reached out to my lender, new rez, and asked how I would be able to have the insurance payment removed. They advised that if I were to pay {$400.00} for a new appraisal, and if my new appraisal demonstrated an LTV of less than 80 %, they will be able to remove the monthly insurance payment. I did the new appraisal in XX/XX/XXXX, which demonstrated a current LTV of 76 %. However my lender did not remove the monthly insurance payment, stating that it did not matter what the new LTV was, rather what the original LTV was, which was greater than 80 %. I explained that if that were the case, there was no point in doing a new appraisal, as there was no way to go back in time and lower the original LTV at the time of the loan orgination. I spoke several times to different customer service reps and explained that this was unfair as I was given incorrect information. I would never have paid the {$400.00} fee to do a new appraisal if there was no benefit of doing the appraisal if there was no chance to remove the monthly insurance payment. I contested the appraisal fee with my credit card company as I felt that this appraisal was done under false pretenses. However my lender added the fee onto my monthly mortgage payments and ultimately help me responsible for that fee.
|
| 11/23/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I was going through a modification with my previous servicer XXXX XXXX. I applied for the modification a year ago. The communication was horrible. I was lied to several times and told the modification would be completed the next month. I would call the next month and was told it was still processing and to call again the next month. Recently I found out that my loan was transferred to Shell point mortgage and XXXX reported late payments to the credit bureau. I was told during the modification process, no late payments would be reported. I was entered into the modification due to the hurricane in XX/XX/XXXX and falling behind on my bills because I had to evacuate. My payments were deferred XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I resumed making payments. The communication about the deferremenr was terrible and never explained to me properly. I was eventually sent paperwork to modify my mortgage payment in XX/XX/XXXX and completed it. All of XX/XX/XXXX I was given the run around. Never a straight answer on when it would be completed and at what stage in the process it was in. Now my loan was transferred to Shellpoint mortgage and I'm being told that they aren't accepting my payment due to the stage it's in and returned my payment. I was told nothing would change when transferred over but that seems to be more false information given by XXXX. I'm fearing that shellpoint will report late payments or that this will cause an even further delay with the modification That has been in process at this point almost a year
|
| 08/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
In order to increase the privacy of my home, I allowed my uphill neighbor to build his fence 10 feet onto my property. This allowed him to plant trees and shrubs on the slope above my house to provide more privacy for him and me. I asked my mortgage company to allow us to change the legal lot line to conform to reality, I first contacted them about this change in XXXX of XXXX. They sent me two forms, form XXXX describing the change requested and Appraisal XXXX form authorizing them to send an appraiser ( at my expense ) to look at the property to see if relinquishing the land would devalue the collateral. I signed and returned the forms. They received these forms ( Return receipt requested ) on XX/XX/XXXX. They have not done anything tomove the transaction along. Apparently, they are going to send an appraiser out, but as of yet have not done so. I have called and talked to them on a weekly or semi-weekly basis for 6 months. The low-level customer service representative always assures me that they have expedited my request and that I would be contacted shortly. They tell me my " Point of Contact '' person is XXXX XXXX. I have never been able to talk to her because whenever they try to transfer my call to her I get voicemail and after leaving 4 messages during 4 weeks she has yet to call me back. I also emailed her at XXXX. She has not replied to my email.
In the 15 to 20 calls, I have made to the company, each time leaving complete callback and email information, no one ever has contacted me about this issue.
|
| 04/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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I have been trying to get my PMI cancelled for a couple months now. Over these couple months, I have called my mortgage company, NewRez, numerous times and have consistently received incorrect and inconsistent information. Their employees clearly aren't trained well enough to know the rules regarding PMI removal, as I received different information each time. They record all of their phone calls so there is evidence of this claim in their systems. I finally seemed to reach someone who knew what they were talking about, and we were able to get an appraisal scheduled by an appraiser chosen by NewRez. I was informed that that would cost me at least {$400.00}.
The appraisal ( technically a " broker price opinion '' ) valued my property at {$750000.00} and was dated XX/XX/20. On that same date my principal balance was {$540000.00}. That put my loan-to-value at 73.2 %. My loan is in good standing. The loan is current, there has never been a late payment, and there are no subordinate liens on the property. On XX/XX/20 I still was charged for PMI, and have tried to contact the lender numerous times. Each time I was on hold for over 30 minutes before giving up or the call just automatically disconnecting. I did submit a written request again through their system, and I just received a letter today, dated XX/XX/20, telling me that I do not meet the requirements to cancel PMI. The letter did not give an explanation of why. They are going to now charge me for the appraisal and continue charging PMI, despite a 73 % LTV.
|
| 01/07/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
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Web |
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Shellpoint Mortgage Servicing has made many adjustments to my mortgage loan without explanation of the changes. On XX/XX/XXXX, a letter was received that Shellpoint imposed lender-placed wind insurance on my property. The annual premium for the lender-placed insurance is {$2700.00}. Shellpoint Mortgage Servicing paid a disbursement for this premium on XX/XX/XXXX of {$1100.00}. On XX/XX/XXXX, documentation was given to Shellpoint Mortgage showing proof of wind insurance from my HOA. Shellpoint only issued a refund of {$230.00} to my escrow account. Shellpoint XXXX then completed an escrow analysis on my property increasing my mortgage by almost {$300.00}. Shellpoint did not give an explanation for the initial disbursement payment ( dates of coverage, how the number was obtained, etc. ).
Below are current questions/issues found with the errors that should be clarified/fixed : Shellpoint Mortgage did not give information about the premium being disbursed Shellpoint Mortgage gave an incorrect refund amount after proof of insurance was provided.
My property is a townhome, which Shellpoint mortgage is aware of, and which the HOA covers wind insurance. Townhomes are covered under an HO-6 policy.
The mortgage sold by XXXX XXXX to Shellpoint Mortgage, did not require wind insurance yet Shellpoint Mortgage requires wind insurance with no explanation. I have been asking for information for about 4 months now and still have not received any information. I sent a notice of error on XXXX XXXX with no further response.
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| 12/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I recently refinanced my loan with New Rez Llc. Account # XXXX. Effective XX/XX/XXXX. My payment was to begin XX/XX/XXXX. I received a collection call from my previous services XXXX XXXX Account # XXXX. My XXXX payment was late with XXXX XXXX and I was being charged a late fee of {$85.00}. When I advised them my account should have been paid off I was told the wire was short by {$3600.00} and rejected by XXXX XXXX on XX/XX/XXXX. I was not advised by New Rez that my loan was not paid off or that any action was needed. No one ever reached out to me. The wire was rejected on XX/XX/XXXX and I had since received my mortgage coupon from New Rez to begin my payment as of XX/XX/XXXX. I contacted my loan officer XXXX XXXX who was unaware of the situation and said he would look into it on XX/XX/XXXX. I currently have 2 mortgages out on the same home with a XXXX payment due with loan care for {$2100.00} and a XXXX payment due for {$1800.00}. No one seems to know whats going on. I did call and leave a message and sent an e-mail to the manager for lending for New Rez XXXX XXXX and have not heard back. I called the number for New Rez on my mortgage coupon and reached a company Shell Point Mortgage who said they were servicing my new loan for New Rez and could not offer any assistance. When I requested a supervisor I was then cold transferred back to New Rez. Shell Point Mortgage is not advertised anywhere on my mortgage coupon. I am very frustrated and feel mislead. I cant seem to get any answers and need help. Thank you
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| 07/02/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My wife and I refinanced with NewRez mortgage company back in XXXX but had an excess amount of {$5000.00} in our escrow account. Our previous mortgage company transferred the remaining escrow amount in our escrow account to NewRez instead of refunding the amount back to us. Once we discovered the error we contacted Newrez about the problem. Instead we were told that in XXXX that California escrow analysis is done in XXXX and what ever exceeded XXXX will refunded. Then we called the company back in XXXX just to be told that they changed the escrow analysis to the end of XXXX. The last time we called we were told that they did an analysis in XXXX and only do them once a year. It didn't make sense because the repeatedly told us the state of California escrow analysis are done in XXXX timeframe by law. Also if an analysis was done in XXXX why didn't they tell us when we called about the error our previous refinance company made when they transferred our escrow account to their company. NewRez just repeatedly gave us excuses on why they couldn't do the analysis to refund us the overage on our escrow account. They would never let us talk to anyone in escrow department about our problem. There is approximately {$10000.00} in the escrow account and they claim they did an escrow analysis in XXXX but we refinance the loan in XXXX. We have gone through at least 5 people including supervision with all different excuses. We just want our escrow refund due to us from this company instead of running us around in circles.
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| 06/27/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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I have a loan in foreclosure with Shellpoint Mortgage, Loan # XXXX, and I re-applied for a loan modification on XXXX XXXX, 2016. Shellpoint claimed that I reapplied on XXXX XXXX, 2016. Regardless, Shellpoint replied on XXXX XXXX, 2016 stating " Shellpoint Mortgage Servicing ( " Shellpoint '' ) has received your complete request for loss mitigation program. We are currently reviewing the package to determine if the referenced loan qualifies for one of our programs. We will contact you if we need additional information or, if during the evaluation process, we determined your package to be incomplete ''.
Shellpoint Mortgage never contacted me since XXXX XXXX, 2016 about any missing document before I received a denial letter dated XXXX XXXX, 2016. In the denial letter, Shellpoint Mortgage claimed that I did not provided documented that we requested. THAT IS FALSE. Shellpoint never contacted me or my authorized representative in writing or via phone about any missing document between XXXX XXXX, 2016 ( when I submitted the application ) and XXXX XXXX, 2016 ( when Shellpoint sent me the denial letter ). The only communication I received from Shellpoint between XXXX XXXX, 2016 and XXXX XXXX, 2016 was a mortgage statement demanding payment for the arrears. Please see the attached supporting documents.
Shellpoint Mortgage NEVER evaluated my application that I sent in on XXXX XXXX, 2016 and is now telling stories about contacting me for missing documents in it ongoing effort to take away my home via foreclosure.
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| 08/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Older American |
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Re : Shellpoint Mortgage Servicing We have recently completed a Chapter XXXX bankruptcy and have notice from the Chapter XXXX Trustee, that we/they have paid our Mortgage payments as required and we were current upon closing of the case, XXXX 2017. We have made the payments required by Shellpoint since the closing and have canceled checks to confirm receipt by Shellpoint. They continue to insist that we owe additional funds that seem to be attributed to amounts they had not posted properly during the bankruptcy. According to our records, the bankruptcy trustee made final payments in the amount {$56000.00} on XXXX XXXX, 2017. They also made a payment in the amount of {$56000.00} on XXXX XXXX, 2017. We received a letter from Shellpoint of Notice of Default and Intent to Accelerate dated X/X/2017. We have contacted them and talked with several employees without resolution. We have asked them for an audit and a full explanation of the amount they feel is owing. They have sent us an account summary but we have not received an adequate explanation of the full postings in the bankruptcy. We have been working with them since XXXX 2017 and feel that they are not diligently pursuing resolution. We have had no control over the selection of mortgage holders since our contract was sold by XXXX XXXX XXXX ( XXXX XXXX ) several years ago, we wish to refinance with a reputable firm as we have no confidence in Shellpoint. We are unable to do that until this matter is settled. We would appreciate any help you can provide.
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| 12/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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My name is XXXX XXXX wife to my late husband XXXX XXXX. I am writing this letter in hopes to have the CFPB investigate Shellpoint and the negligence on my home loan. I have been trying to seek Loan Assumption/ Loan Modification with Shellpoint but they have not tried to help.
Most recent on XX/XX/2021 I submitted to Shellpoint my late husbands death certificate, marriage certificate and Admin docs from the court appointing me tot he property.
With only my husbands name on the loan I have request for a loan assumptions but as I mentioned above I submitted on Wednesday XX/XX/2021 and they declined me on Tuesday XX/XX/2021 of the following week.
I don't feel Shellpoint properly reviewed my case, there letter stated not enough income but as you see in the attached forms I have plenty of income to support this loan. I am not requesting a lowered payment All I'm asking is for Shellpoint to place the past due to the end of the loan and allow me to place my name on the loan since my husband past away.
With Shellpoints quick denial this tells me they never even considered or properly reviewed me. I asked them for a break down on their calculations but they refused. Please help me.
With my husband XXXX XXXX passing away it became hard to maintain with the payments with no income. My income is now back on track and need help with a loan modification/ Loan Assumption. I need help to get the mortgage current so I can continue with the payments and hopefully refinance out of this loan once I become current.
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| 03/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I have a massive issue with my servicers.
I HAVE A SCHEDULED FORECLOSURE SALE DATE SET FOR XX/XX/2020.
I noticed on the news that Donald Trump said he will suspend all evictions and all foreclosures.
I hope XXXX XXXX XXXX will abide to the federal orders.
I recently had my loan transferred over from XXXX XXXX XXXX who Ive been working with to achieve a loan modification. On or around XX/XX/2020 I received a letter in the mail stating that my loan has been transferred to a new servicer SHELLPOINT MORTGAGE SERVICING. Ive been working and trying so hard for so many years now to receive a loan modification from XXXX XXXX XXXX and before that XXXX XXXX XXXX And not once have they worked with me and cared or tried to help.
To this day I have not received a welcome letter from the new servicer Shellpoint Mortgage Servicing. XXXX XXXX XXXX still placed my home on a foreclosure sale especially while the transfer happened. This is not good because it does not give me any time to work with the new servicer to work out options let alone given any time what so ever to have a chance to be reviewed for a loan modification.
XXXX XXXX XXXX and Shellpoint Mortgage Servicing strategically transferred my loan so that the time frame would just sell my home.
If XXXX XXXX XXXX and Shellpoint Mortgage Servicing continues to foreclose on my property they will be in violation of the CALIFORNIA HOME OWNERS BILL OF RIGHT ACT and definitely other laws for wrongful foreclosure. Also the federal order that Donald Trump stated.
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| 02/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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For many years I have been trying to modify my original loan ( XXXX ), with a myriad of servicers. I am currently with Shellpoint Mortgage Services. My goal has always been to avoid foreclosure AND to pay the original loan amount. However, the loan has been in default for so long and was originally a no-doc interest only loan. Now the loan, which was originally $ XXXX is now at $ XXXX. Through the help of an attorney, I was finally able to get approved for a trial modification. Except, the amount of the payment is unaffordable and unreasonable. It is nearly {$7500.00} per month. The rep at Shellpoint gave me more details - that the maturity date is per the original, XXXX. And it is adjustable - raising interest points each year. Also that it is based on the original loan amount and the past due payments ( which would have only been interest anyway based on the loan type ). I spoke to the Illinois Attorney General Homeowner Help Line and they feel this is not a modification due to the 13 year maturity date. It should be modified to a 30 year loan. This might explain the high payment, but they sent me no back up figures - only a verbal conversation with the XXXX She basically said " you can afford it ''. Although I had a good sales year last year ( XXXX ) my average income is $ XXXX. They are basing this on XXXX year of income and a 13 year term. She also told me I could just refinance the loan with another lender - but the house is only worth XXXX - who would give me a XXXX mortgage for a XXXX house????
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| 05/10/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
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PMI Cancellation XX/XX/XXXX, I requested to get my PMI removed.
XX/XX/XXXX received noticed from service provider via letter ( Shellpoint Mortgage Servicing ), that I need to pay for a BPO. Payment ( {$150.00} ) sent on XX/XX/XXXX. Their letter also stated on line 3, that I will receive notice regarding the outcome of my PMI removable request and long with a valuation results 30 days of obtaining the property evaluation. An agent did the property evaluation on XX/XX/XXXX.
I have not received any communication from Shellpoint, with the exception of them responding with a standard letter replying to the email I sent them. Their letter basically said to call them with questions.
XX/XX/XXXX, XXXX @ XXXX EST - I called. They confirmed that the PMI would be removed effective XX/XX/XXXX, I also requested the letter they promised me to be mailed.
XX/XX/XXXX - XXXX 's statement showed no PMI removed.
XX/XX/XXXX - Called again. 1st person stated I should get a response in 30 " BUSINESS '' DAYS, I never heard that before, their letter said " 30 days '', so I told them to escalate the call. The call was escalated to Tier 2 who told me my request to remove PMI was approved and I should see the changes on my statement. Again, I requested the letter promised to me, be mailed to me.
XX/XX/XXXX - no changes to my statement and no letter regarding the valuations results.
XX/XX/XXXX - email them again regarding what's the status XX/XX/XXXX - decided to put in a compliant. I feel 4 months of trying is unacceptable.
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| 01/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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New Rez LLC dba Shellpoint Mortgage was sent a wire on XX/XX/XXXX they have yet to use the wired funds to pay off my mortgage. They have had a collection agency calling me non-stop threatening me that they are going to foreclose. The title company we used has a wire confirmation where the funds were sent twice.
Shellpoint returned the first wire to the title company with no explanation. the title company resent the wire a second time and Shellpoint has been holding the wire, this has caused me to be in default with them and it is their fault the loan hasn't been paid off.
I have called numerous times and no one will assist me in getting this resolved. One of the people i spoke to assured me it would be resolved on XX/XX/XXXX, her name is XXXX XXXX, i never heard back from her and every time I call them i get a different person answering the phone and they are extremely rude and of no help whatsoever.
I was told on XX/XX/XXXX that it would be resolved by XX/XX/XXXX and as of XX/XX/XXXX it still has not been resolved. They have been holding money from the title company for well over a month and will not pay off my mortgage.
I am very concerned that this will affect my credit scores ( my wife 's as well ) and with the collection company now calling me i am very worried about this situation.
This company does not want to answer questions, they say they have no records of all the numerous phone calls i have made. I can never talk to the same person when i call in and they are very rude to talk to.
|
| 11/16/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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We went to refinance with another company due to the XXXX XXXX at the time increasing my monthly payment close to {$400.00} - per them they under estimated my escrow. Not really sure how that could have happened when virtually nothing had changed over the year. The property taxes may have increased {$150.00} over all, but that in not way constituted that high of an increase. Went to closing, I was told that the payoff balance included the XX/XX/XXXX payment. I had made the payment, then once I found out the payoff included that amount, the XX/XX/XXXX payment was reversed. A week later the XXXX rejected the wire transfer as they are now stating funds were short. Thus the XX/XX/XXXX payment, they had advised not to pay, since it was included in the payoff amount. The attorney went over all the numbers & confirmed to me that the payoff amount wired to them indeed included that XX/XX/XXXX payment. They now have left me threating phone calls & sending me XXXX to Foreclose on my home. I have Never missed a payment with this company. We spoke to a gentleman with the said company & he advised that they would accept the wire next time it was sent through. I has bounced back yet again. XXXX they had also advised I had money in escrow in XXXX phone call & then in the next call advised I had a negative balance - not sure how that can happen. I just want this matter closed out & finalized - I am already ready to move on with my new XXXX & making payments to them. Thank you for your time & assistance in this matter.
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| 02/24/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Shellpoint Mortgage Servicing failed to mail me my XXXX for XXXX due by law by XX/XX/XXXX ; this is causing a serious delay in my tax return preparation.
I call their customer service center multiple times, no one resolves, all say they will email it to me within XXXX hours- never happens. Then they say, the leadership will review it in the morning.
Calling into the customer service center is a nightmare, because the loan is paid in full, the XXXX will not recognize my phone number or loan number- so you have to keep repeating the XXXX points of verification and the recording keeps saying they don't ' find loan information that meets the information inputted so you have to wait for the recording to say to hold to talk to a representative.
The wait exceeded the number of minutes the recording says it will take to connect to a person, said XXXX minutes it was XXXX.
Today, XX/XX/XXXX, the representative literally told me " Putting you on an " extended hold '' when I insisted an escalation to speak to a manager - so I knew he was putting me out into a black hole, and no one would answer - you don't TELL the customer you are going to inflict abuse.
They tell you to go online but I am blocked because the loan was paid in full last year.
This is a simple request, also when the XXXX answers, it says Mortgage Tax forms have all been mailed then to press XXXX if you want to make a payment or are calling about XXXX form ; so obviously they know this is an issue and customers are calling for the form.
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| 03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I have been trying to contact my mortgage company, Shellpoint, for months ( since XX/XX/XXXX/ XX/XX/XXXX ) to extend my forbearance. They have repeatedly made it impossible to get a person on the line to talk to, or provide a means of communicating ( email, etc ).
Yesterday I filed a complaint with the CFPB regarding the fact that they would not even talk to me.
Finally they made an effort to get in touch, and now they are asking me for additional documentation to extend the forbearance on the mortgage because their " lienholder requires it. '' They are falsely asserting the CARES act no longer applies because it expired on XXXX of XXXX.
As a point of fact, the CARES act allows mortgage forbearances to continue past XXXX, and all I should need to do to continue my allowable forbearance is attest I am still affected by COVID-19, which I am.
Shellpoint is therefore fraudulently trying to create hurdles to prevent folks from exercising options on the mortgage that is the mortgagee 's right. Further, it is my feeling they have effectively defaulted on their side of the obligation. Were I to refuse to speak to them for four months and then ask them to jump through hoops for something normal they would declare me in default, and foreclose on my property.
A mortgage holder does not have the ability to declare them in default and " foreclose '' on the mortgage. Therefore I am asking for regulatory sanction / punishment from the CFPB or applicable regulators to discourage them from future malfeasance.
|
| 01/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
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|
I have as morgage company a corrupted company bank. XXXX XXXX managed by shellpoint morgage servicing they were to be my mortgage lender on XXXX when they and right away started to sending me paperwork for a foreclosure and I asked them to showed me proof if the mortgage month missed if they will i will pay you but they never did. they started the harassment every month they charged for a late fee until last year around XXXX of XXXX my daughter gave me some money so I can stop the harassment they charged me {$1500.00} or more for late fees and a month. they claimed I owed. so they stopped the harassment now when I tried to get a refinance the other bank see all the late months and they are denied my refinance they see all the late fees shellpoint morgage servicing claimed I owed on XXXX of XXXX XXXX XXXX XXXX on one of the credit report they stated I never missed a payment and I was late in one or two months but never behind NO PAYMENTS MISSED you can checkout it so why shellpoint morgage servicing charged me for 20 or months of late payments i made a complaint on XXXX and XXXX of XXXX through the XXXX the credit report agencies but they didn't care i made a complaint here actually the second one and one of the XXXX or more I did before for the same issue. collecting money than wasn't owe XXXX XXXX covers his criminal activity by hiring another corrupted criminals company as shellpoint morgage servicing they robbed me they harassed me they took advantage of me it's some kind of crime couse they CAN!!
|
| 02/16/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
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To whom it may concern, we are filing a dispute regarding the modification offer that was extended on XX/XX/2017. We completed an RMA package and outlined all of our expenses and income. Our gross income is {$6900.00} and our expenses are {$5900.00}. Thus places our debt to income ratio ( DTI ), is currently at XXXX % on the back end and XXXX % on the front end.
These payments being offered are extreme and place or debt to income ratio at a severe deficit. It appears that there was no type of underwriter guidelines being followed to determine our affordability. We feel that this modification offer is predatory by nature, due to the fact that these payments are placing our debt to income ratio on the back end at XXXX %.
None of the Shellpoint underwriting math makes any sense and it is not an acceptable payment.
It appears also that based on the mortgage calculations and mock amortization schedule, the modification is based on {$28000.00} being paid back within a XXXX year term, which is completely unaffordable. The definition of A loan modification is a permanent restructuring of the mortgage where one or more of the terms of a borrower 's loan are changed to provide a more affordable payment. With a loan modification, the lender may agree to do one of more of the following to reduce your monthly payment : reduce the interest rate. This has clearly NOT been achieved in this case.
Our family feels that this type of treatment is an outrage and a great way to force our family into a XXXX bankruptcy.
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| 09/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
|
|
Web |
|
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Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX Subject : Complaint against NewRez for Mishandling of Escrow Payments during XXXX Forbearance Period Dear Sir/Madam, I am writing to file a formal complaint against my mortgage servicer, NewRez, for their failure to accurately process my escrow payments during my XXXX forbearance period as per XXXX XXXX 's guidelines.
I was granted forbearance due to financial hardship caused by the XXXX pandemic, effective XX/XX/XXXX to XX/XX/XXXX.
I recently discovered that NewRez failed to advance the full amount of my escrow payments, which has led to discrepancies in my account. This has not only impacted my financial standing but also puts me at risk of additional fees, penalties, and other possible repercussions including issues with my credit report.
Specifically, I request that the full amount of escrow that was supposed to be advanced during my forbearance period be added to my XXXX deferral balance, in accordance with XXXX XXXX guidelines . Failure to rectify this issue is in direct violation of the terms and conditions set forth by XXXX XXXX, and I demand immediate corrective action.
I kindly request the CFPB to investigate this matter thoroughly and ensure that NewRez complies with XXXX XXXX 's guidelines regarding the handling of escrow payments during XXXX forbearance periods.
Thank you for your time and attention to this serious matter. I look forward to your prompt action to resolve this issue.
Sincerely, XXXX XXXX
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| 04/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In response to a previous complaint, on XX/XX/XXXX XXXX XXXX in the Compliance Department stated the following.
" The conversation ended with you scheduling a payment of {$4500.00} with XXXX XXXX. On XX/XX/XXXX, the XX/XX/XXXX through XX/XX/XXXX installments were deferred. As of the date of this communication, the loan is current, and the next monthly installment will become due on XX/XX/XXXX. '' Since then I have tried to set up recurring monthly payments but receive the error stating " Your account must be current prior to setting up recurring monthly payments '' However, as per XXXX XXXX, my account is current and has since been. I waited a few months, perhaps the website needed to update. In the mean time, I had to make manual scheduled payments to keep my account current.
I emailed XXXX XXXX on XX/XX/XXXX regarding this issue with no response. I tried calling XXXX XXXX, but could not get a hold of her.
At the end of XXXX I noticed that I could set up recurring payments again on the website so I did so and proceeded in confidence that my mortgage would be paid monthly as per the terms set forward in the recurring payments. However, today XX/XX/XXXX I see that the recurring payments were not set and now I have been assessed a late fee for a payment that was due on XX/XX/XXXX.
It is due to Shellpoint 's inability to reply in a timely manner as well as website issues that have caused my account to not be current. Although I have made effort on my end to remedy this, it has not been resolved.
|
| 09/05/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
Hello, I have a mortgage thats serviced through shellpoint mortgage ( https : //www.shellpointmtg.com/ ).
In XX/XX/2023, my bank XXXX XXXX XXXX froze my account because of a security alert ( I was making XXXX payment to someone and that triggered a security alert ).
And unfortunately my bank did not inform me that because the account was frozen they returned the shellpoint mortgage payment request.
But, on XX/XX/XXXX when shellpoint mortgage contacted me to tell me that they did not receive payment.
Then in XXXX, the payment again did not go and when the shellpoint agent called me, he explained to me that once a bank refuses payment the recurring payments do not go through and that I have to set up recurring payment again and for that reason they reversed the late fee for XXXX. So again I promptly made the payment and setup the automatic recurring payment on their website again. They told me once the payment has successfully gone through callback and they will take this late payment because its the site fault that gives the customers an impression that their auto recurring payments are set.
I did not get a chance to callback for getting the late fees removed but then in XXXX and again in XXXX same thing happened. Even though I am setup for auto payment on the website as shown in the screenshots, the payments do not go through.
Shellpoint mortgage because of fault on their website is charging customers late fees and then not willing to work with the customer to remedy the situation.
XXXX XXXX
|
| 08/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX Copy to : NewRez LLC NewRez LLC XXXX XXXX XXXX ITS Successors and/or Assigns XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Re : XXXX XXXX Loan XXXX XXXX ( Loan transferred to NewRez XX/XX/XXXX ) Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Forced Placed Excess Flood Insurance XXXX To Whom It May Concern : XXXX XXXX forced placed {$130000.00} of excess flood insurance, issued XX/XX/XXXX, effective XX/XX/XXXX to XX/XX/XXXX ( copy attached ).
XXXX XXXX has historically waived the excess flood insurance requirement, because individual XXXX insurance for our condo building is not available.
Regardless, the forced placed excess flood insurance for the full current XXXX amount of {$130000.00} is NOT appropriate, because the condo building already has {>= $1,000,000} of existing private+XXXX insurance ( copy attached ). Our units pro rata amount of existing insurance, reflecting the total units of XXXX in both the south and north towers is therefore XXXX XXXX {$65000.00} Therefore, it is our position that excess flood insurance should not be required since the XXXX will not insure the individual unit. And, regardless, our excess flood insurance amount if required should be the maximum of the XXXX MINUS {$65000.00} ( for XXXX as of placement date therefore {$130000.00} - {$65000.00} = {$68000.00} of potential excess flood insurance required ).
I look forward to hearing your response to the above after reviewing the attached documents.
|
| 02/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I successfully completed, signed and notarized a loan modification with Shellpoint Mortgage in XX/XX/XXXX. In XX/XX/XXXX the loan was transferred to another servicer, XXXX XXXX XXXX. As XX/XX/XXXX my modification has not been completed. My loan is in limbo and I have been making payments that are not credited to my loan. I call both companies and everyday. XXXX told me today XX/XX/XXXX that they can not get the terms of the loan to match the terms that Shellpoint sent. XXXX says Shellpoint is not responding, Shellpoint says XXXX has everything they need.
Originally, I was told that in order to start the trial modification I would need to pay {$10000.00} prior to the first payment in XX/XX/XXXX. In XX/XX/XXXX I expressed my concern about paying {$10000.00} essentially a down payment that was not noted in the agreement. There was no mention of the {$10000.00} anywhere, I went out of my way to continue to tell Shellpoint that this didn't seem right. Well my fears are now validated because XXXX indicates the {$10000.00} is the very reason they can not process my loan - because the {$10000.00} was not spelled out in the modification paperwork as a down payment - it is essentially showing that I made all the trial payments as a lump sum.
As of XX/XX/XXXX nothing is resolved and I am still limbo with this loan. Its is extremely hard to get anyone on the phone at either company.
Specifically I have left messages for the Supervisors at XXXX, XXXX XXXX and XXXX XXXX but no one cares enough to call back.
|
| 06/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
|
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on XX/XX/XXXX I received a notification from my XXXX Credit Bureau that New Rez llc d/b/a Shellpoint mortgage services reported on my credit that I have a delinquent mortgage loan account.
on XX/XX/XXXX I received a notification from my XXXX Credit Bureau that New Rez llc d/b/a Shellpoint mortgage services reported on my credit that I have a delinquent mortgage loan account.
on on XX/XX/XXXX I received a notification from my XXXX Credit Bureau that New Rez llc d/b/a Shellpoint mortgage services reported on my credit that I have a delinquent mortgage loan account.
I contacted XXXX on XX/XX/XXXX and they advised that Shellpoint Mortgage reported that 1st Delinquency XX/XX/XXXX, which per FCRA and FDCPA it will remain 7 years after reporting of 1st delinquency till XX/XX/XXXX.
This account is an old account, it is delinquent and 1st Delinquency date is XX/XX/XXXX. Also this Account was filed in court and dismissed. The court documents filed shows that 1st Delinquency was XX/XX/XXXX.
I disputed all credit bureau reports, I explained what I noted above, the results came from Shellpoint Mortgage services with barely no change. They did not remove it from my report I sent a letter to Shellpoint Mortgage Services explaining the same. No response. However they updated my reports as I noted above.
They are in violation of the FCRA and FDCPA. It is affecting my life and my credit worthiness. I have a score of XXXX average before this inaccurate reporting by Shellpoint and now I have XXXX average.
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| 02/18/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My loan was transferred to New Rez/Shellpoint in XX/XX/XXXX ( closed on XXXX XX/XX/XXXX ). I called New Rez in XX/XX/XXXX to find out what I needed to submit to have the residence homestead and XXXX veteran exemptions applied to my mortgage payment. I was told to get a tax estimate ( usually around XX/XX/XXXX ) and send it in to update account. I did this. Every month I've called asking about my exemptions and every time I got a different answer. I resent the required documents in XX/XX/XXXX and called to follow up, again I got a different answer. Every time I requested to speak with a supervisor, I was told none were available and that they'd call me back. I called again in XX/XX/XXXX, and was told that my escrow would be analyzed according to my state guidelines. I called again in XX/XX/XXXX and was told the escrow would be analyzed in XX/XX/XXXX. I was also told it would take 3-5 business days and I would be contacted. I called on XX/XX/XXXX and nothing has been done, and the representative told me it would be another 30+ days. I again asked to speak with a supervisor and none were available.
The exemptions I've submitted paperwork for is the residence homestead - approved for {$5000.00} and the XXXX veteran property tax 50 % -69 % - {$10000.00}.
I feel that every time I all New Rez, the representatives are not knowledgeable of the policies and tell the customer anything to get them off the phone. To date, no supervisors have called back to discuss issues I've been having with this company.
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| 07/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Recently the monthly mortgage payment that I am responsible for paying, and have been paying for ~20 years, was transferred to a new company. XXXX was the old company and Shellpoint Mortgage is the new company.
Since then, every month ( except for the first month they took over billing, XXXX XXXX ) the bill arrives 25-35 days late ... arriving so late this month that I just paid my XXXX bill -- -which was due XX/XX/XXXX -- -- today ( XX/XX/XXXX ) over a month late, because I did not receive a billing statement until XX/XX/XXXX or XX/XX/XXXX -- -- nearly a month late, and now Shellpoint is unfairly charging me monthly late fees when it is completely their fault the payment is not being mailing in on time. In XXXX I paid my XX/XX/XXXX payment on XX/XX/XXXX ( because the billing statement was nearly a month late then too ) and I checked my bank account on XXXX or XXXX and the check had still not been cashed, it's like Shellpoint is holding up my payments so they can charge me late fees. Also, they have tried to sell me home insurance ; they claim I don't have insurance so my insurance agent faxed them proof of insurance via their fax number, and they sent me another letter again claiming I don't have home insurance. I just mailed them a paper copy of my homeowners insurance today and hopefully that will be the proof they are looking for.
I feel like this company has a less than stellar reputation from what I've seen so far, but I would like to find out it's just an honest mistake on their part.
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| 02/10/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX I had reached a settlement agreement with the second lien on my home, with the servicer Ditech Financial LLC in XX/XX/XXXX. At about the same time, XX/XX/XXXX Ditech filed for bankruptcy, so this may have caused the confusion, but I was unable to complete the settlement, even though it was offered in writing ( see attached ), because when I would contact Ditech, either I was told that there was no settlement in their system or that it was placed on hold. I was given the run around. Then in XXXX XXXX received a letter from Shellpoint saying that my mortgage had transferred from Ditech to Shellpoint. ( Shellpoint is the servicer for the first lien as well, on my home ). At that time, the Pandemic had just started and everything was paused. I did reach out to Shellpoint but they advised me that they could not find a second loan, not with the account number in my notice of transfer letter or my social security. The only account that they can locate is my first lien. The representative today, XX/XX/XXXX, advised me that she can not locate any second loan, and that the account number I gave her is not XXXX she has ever seen before. I spoke with XXXX XXXX at Shellpoint. I explained that the letter was from Shellpoint and noticed that the mailing address and phone number for the old & new servicer were the same ( Ditech & Shellpoint ). I also explained that I contacted XXXX XXXX XXXX & they confirmed that Shellpoint held the second mortgage on my home. Also the transfer dates are inconsistent.
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| 01/29/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XX/XX/XXXX, I filed a complaint with CFPB after Shellpoint reneged on a COVID-19 deferral. In the fall, Shellpoint declined to offer me a COVID-19 forbearance extension despite being qualified. At this time, Fannie Mae owned my loan. After the denial, I submitted on XXXX by email and fax all required documents. Approximately one week later, I spoke with a representative from Shellpoint who confirmed that my application for a loan modification was complete and under review. The call was recorded and can be retrieved for further investigation. On XXXX, I received a notification that " Shellpoint Mortgage servicing is the servicer of your loan until XX/XX/XXXX ''. " After this date, your new loan servicer will be XXXX XXXX XXXX. '' Please note that twice in 4 months, I was denied a XXXX forbearance and a loan modification. Shellpoint had no intentions of assisting me with a COVID-19 forbearance or a loan modification. The company remains strategic, vindictive, deceitful and discriminatory towards XXXX and the XXXX community. Shellpoint deliberately precluded me from being considered for a loan modification and an extended forbearance for COVID-19. On XXXX, I contacted XXXX XXXX to inquire about a COVID-19 forbearance extension or to be considered for loan modification. XXXX XXXX is only interested in monthly mortgage payments with no plan to offer a COVID-19 forbearance extension or to be considered for a loan modification.
Shellpoint needs to be investigated thoroughly as well as XXXX XXXX.
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| 04/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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Hello, Reference complaint XXXX which has been responded to but the company ( NewRez LLC - XXXX XXXX XXXX XXXX ) has not done what it said it did.
I am owed a refund of {$420.00} for an appraisal fee. The company ( NewRez LLC - XXXX XXXX XXXX XXXX ) states that a refund of {$420.00} was sent to my original charged credit card on XX/XX/2023.
I contacted my bank ( XXXX XXXX XXXX XXXX XXXX XXXX ) which has no record of the transaction. ( NewRez LLC XXXX XXXX XXXX XXXX XXXX ) claims. While they provided a copy of a credit voucher receipt which I provided to my bank. As stated XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX can find no record of that transaction.
This leads to the possibility of one of two conclusions : 1. ) NewRez LLC is claiming a transaction and has provided a receipt either in error or on purpose to support the claim of a refund that did not occur.
2. ) The refund in question was sent to another account by mistake.
I contacted NewRez LLC after having provided the receipt to my bank and my bank stating they could not find that transaction.
I asked via email that NewRez LL ( Customer Advocacy ) to verify the supposed credit voucher was sent to the correct account.
I have received no reply from NewRez LLC over that request. I can only conclude that NewRez LLC believes they don't have to respond.
That is why i am filing this updated complaint to the original one ( XXXX ).
As before I can not count on NewRez LLC to respond in good faith unless a complaint is filed with CFPB.
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| 10/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I currently have a home loan with XXXX XXXX XXXX, serviced bu Shellpoint Mortgage Servicing. My loan was originally through XXXX XXXX Bank but was sold in May to XXXX XXXX XXXX My loan is current and has never been late. I have an issue regarding PMI. It is my understanding that per the Homeowners Protection Act of XXXX, once my loan reaches a Loan-To-Value ratio of 78 %, PMI is to be automatically removed. With my most recent extra payment on XX/XX/XXXX applied to principle only, my Loan-To-Value ratio is no 77.9 % and it is my belief that I qualify to remove PMI. My most recent appraisal in the Fall of XXXX valued my home at {$450000.00}. I have been in communication with Shellpoint since XX/XX/XXXX regarding my desire to remove PMI. I realize the time has not been much since my initial communication to XXXX XXXX XXXX but I want to address this before I am charged anymore PMI and have to work on getting a refund On XX/XX/XXXX, I received a letter from XXXX XXXX XXXX stating that in order to remove PMI, I must meet certain conditions. As I mentioned earlier, I am current now and always have been with my payments. There are no liens on my property. There is one requirement where I believe XXXX XXXX XXXX to be in violation of The Homeowners Protection Act. There letter states that I must request an appraisal at my expense ( minimum {$400.00} ) and that my LTV ratio requirements will range from 65 % to 80 % to qualify for early cancellation. I am submitting a copy of the document I received.
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| 11/14/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American |
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Good Morning, I have a Mortgage with Shellpoint Mortgage and I owe under {$4000.00}. I make Bi weekly payments that get automatically taken out .In the month of XXXX the way the payments fell I was going to have three payments taken out that month. I called Shellpoint and asked them to not take out the third payment in XXXX because I would have overpaid, and to continue in XXXX. What happened next was that unknown to me, Shellpoint had mistakenly removed me from the autopay all together and when I receive a letter stating that I was late with my payment. I called them and told them I was not late that I have automated bi weekly payments taken out. They advised me that for XXXX my payments were not deducted. I made a payment of XXXX on XX/XX/XXXX and a second payment on XX/XX/XXXX for the same amount and was told I was not reported to the credit bureau because my husband is very sick and they had documented that. I payments have been on time and i have been working very hard to have a Good Credit score. I am back on the bi-weekly and am not at fault of this misunderstanding. Even my husbands credit was affected and his credit was in the 800 's and now has dropped to the 700 's .This is very unfair, and after multiple call 's and getting different agents and stories I decided to get help here. They also lied that they tried calling me 4 times a day. Who does that? Please Help us we pay our bills and our Credit scores mean everything. Thank you so much for your time. XXXX XXXX and XXXX XXXX.
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| 05/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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They gave me everything and there no error. They send me the same information and cant disclosure the informations Im requesting. I send many request. XXXX XXXX the servicing company. Sent a letter that disclosure extra XXXX in escrow. Ive requested additional amounts to be explained and added to my account and the interest to be removed. Ive asked why My insurance was not paid in XXXX. I was paying extra a month. I filed a insurance claim that year. I cant get answer on why insurance was not paid and my loan was transferred and that year XX/XX/XXXX I was in default. XXXX bank did not apply my payment correctly. They also did not pay the insurance that year. XXXX bank cause me to be put in foclosure and that year my insurance lapse. Ive tried to get this information disclose. The insurance company blames XXXX bank. I contacted XXXX and the state that I have complain with sml or another Agency. New lender can not answer why so much money in a suspends account. XXXX one year and XXXX in XXXX twice. I was paying double that year. Ive requested answered and things or informations to be disclosure and my requests and been ignored by both lender and servincing company and the insurance company. XXXX. Ive asked who choose the insurance coverage and why the riders and additional endorsement were removed were I filed a claim in XXXX ive complained on the insurance company they blame chase bank. I paid additional forclusure fees because this. This caused me a lot of stress and became even more ill.
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| 09/10/2019 |
Yes |
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Web |
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im make this complaint becomes again this company keep lying about my payments extra charges made up and no explanation of where is the money they claimed I owed them on XX/XX/XXXX I got a loan modification and XXXX XXXX XXXX put more than $100,000 into my loan a house was worth $XXXX So my new balance was $XXXX the second loan they put on I was no to pay any late fee or any extra charge but right after XXXX XXXX XXXX did try but they could do it so they got this company shellpoint Mortgage servicing to do it same tactics lying and sending same paper to say the are helping me or they tried to answer my complaint before I got this loan modification my wife did bankruptcy even that I proven that my wife was not in the loan they keep bringing the same argument I m supposed to be in my loan modification but they try to say im not so they charge again or change me again higher my principal balance again they sent me statements from before XX/XX/XXXX when everything was supposed to started again why they do not answer me with what is the mount I owed them after XX/XX/XXXX I send them the prove rhat my wife was not in the loan but they keep bringing a paper a fraudulent paper whiten with a pensil some one added with his wife why all the paper from XX/XX/XXXX when I got my loan doesn't mention my wife at all I sent you that prove too because she was never in the loan you are making this lie to break my all loan modification I did ask for a new modification why you want to put me into another one
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| 04/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX, we had an insurance claim on our home and when the insurance company ( XXXX XXXX XXXX ) settled we found that bank they placed was the incorrect mortgage holder, so as we had to enter Ch XXXX bankruptcy due to fraud paperwork, signatures and embezzlement, we were forced to put the supposed bank that was sending the proof of claims to the trustee and our lawyer which was XXXX Investors. But we then were forced to send the check in good faith in late XXXX to a bank called Shellpoint, which we understood doing the debt for XXXX, so that we could have the bank sign off so that we could repair our home and get the other part of the claim money as well. The total claim was for around XXXX, but we only received like XXXX, until work was completed. In late XXXX we filed a demand order to ask why check had not been returned, and in XX/XX/XXXX, had a hearing in Bankruptcy Court and judge demanded check be found and send to us ASAP. The bank then asked for the rights to have check reissued again through the court system and the judge granted and this was done about a week after hearing in XXXX. To date we have yet to see that check and for the most part, Shellpoint has frauded the paperwork that was entered into a foreclosure complaint in early XXXX. We would really like the check forwarded to us as they were asked in XXXX and would be nice if they would forward original mortgage in which they say we are a part of, because those signatures on that so called mortgage is not our signatures.
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| 04/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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For the past XXXX I have paid rent and mortgage by allotment from XXXX XXXX and XXXX XXXX XXXX XXXX XXXX. In XXXX XXXX the mortgage went from XXXX to NewRez/Shellpoint. XXXX mailed all payments on-time ; no checks were returned to XXXX, and funds were taken from my account monthly, on schedule as normal.
XXXX Military Pay Technician, XXXX XXXX and I discovered the checks were going to the correct address with the old mortgage company name XXXX.
I have called, emailed, uploaded required documents to their website.
As a consumer I am concerned that my account was mishandled. A blemish on my credit report effects employment opportunities, interest rates, insurance rate, among other things. I request a review of how NewRez/Shellpoint processes mail in check payments. I was falsely accused of a delinquent account, is this happening to other NewRez/Shellpoint customers?
XXXX or I, do not understand why the checks were not returned to XXXX, which would have alerted everyone something was wrong.
Payments : XX/XX/XXXX, Check # XXXX, Amount : {$570.00}, Pay Date : XXXX XX/XX/XXXX XX/XX/XXXX, Check # XXXX, Amount : {$570.00}, Pay Date : XXXX XX/XX/XXXX XX/XX/XXXX, Check # XXXX, Amount : {$570.00}, Pay Date : XXXX XX/XX/XXXX XXXX TABS XXXX. Email XXXX Sun, XX/XX/XXXX, XXXX. Email XXXX, Fri, XX/XX/XXXX, XXXX. Letter XXXX XXXX XX/XX/XXXX, Subject : MISC Disc Allotment NewRez/Shellpoint Mortgage XXXX. Letter XXXX XXXX XX/XX/XXXX, Subject : MISC Disc Allotment NewRez/Shellpoint Mortgage
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| 05/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Shellpoint/NewRez is engaging in deceptive practices around forbearance.
Shellpoint/NewRez is my mortgage servicer. I inquired about a forbearance program on XX/XX/XXXX however I did not sign up for it, e-sign anything, or send in any paperwork or fill out forms. I read the paperwork and decided it was not for me.
Shellpoint/NewRez called XX/XX/XXXX, noting that I didn't complete my application and asked if I was still interested in forbearance. I answered " no '' in clear and uncertain terms. The representative thanked me and hung up.
They signed me up for forbearance anyway. I found out because I checked my payment on XX/XX/XXXX and my account had been flagged and my ( pending ) automatic payment canceled. I was unable to contact them until the XXXX after waiting hours on the phone, and multiple hang ups on their part.
The customer service rep ( XXXX XXXX XXXX ) said that he removed the forbearance ( he apologized for the mistake ) and my automatic payment would be reinstated.
When I checked on XXXX ( the date my payment was due ) the automatic payment was not reinstated. I was unable to contact NewRez ( phones busy ) on XXXX and most of XXXX. I finally got ahold of a rep ( XXXX XXXX XXXX ) who claimed the forbearance was removed but would not help with the automatic payment. I made the payment through ACH and was not late.
I am still receiving correspondence from Shellpoint/NewRez saying that I am in their forbearance program. The latest notice arrived today, XX/XX/2020.
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| 05/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
Servicemember |
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The short sale was submitted over 139 days ago and there is ju st one delay after another. First it took about six months for Shellpoint to " review '' the file which by the time they issued an update it was XXXX XXXX which they countered the buyer at {$240000.00}. This was after the fact the said the refuse to allow the VA buyer closing costs so we had to remove all but the escrow fee. On XXXX XXXX we submitted a value dispute in response to the counter, Shellpoint adv ised it would take UP TO 30 days to have a response. I called TWICE a week for updates. On XXXX XXXX after the 30 days had passed I submitted a CFPB complaint, which was closed because the company finally responded on XXXX XXXX stating the value dispute concluded with no change to the price expectations. the next day on XXXX XXXX the buyer increased the offer. The negotiator XXXX XXXX said it would only take a few days for approval. However, on XXXX XXXX he said that despite being told that they would allow up to 12 months in hoa dues that because it is now a lien they wont allow anything. I was also told it will take another 30 days for the investor to approval the buyers request for the escrow fee to be paid, despite the fact they are financing with a va loan and this is mandatory. NOW they are delaying the file even more by ordering another appraisal despite the fact they h ave one on file from less than six months. This file has been dragged through the dirt and completely mishandled.
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| 03/10/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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After a forbearance period in XX/XX/XXXX, I contacted my point of contact, XXXX XXXX, on XX/XX/XXXX at Shellpoint/ Newrez and let her know that I still hadnt found employment. I was told on a recorded line that I would be put on a traditional forbearance that would allow me 3 more months to find unemployment and we would touch base after the 3 months to see if there were other options available if I still hadnt found employment. In XXXX I received a late payment for XXXX. I tried contacting XXXX to find out why I was receiving a late payment if I was on forbearance. To this day, XX/XX/XXXX, I still havent heard back from XXXX. I was informed XXXX that she moved to a different department 2 days after our conversation on XXXX. However, I ended up with a new point of contact, XXXX XXXX, who emailed me that I would qualify for those months to be moved to the end of my loan on XXXX and that I could resume payments on XX/XX/XXXX, and on XXXX, I was informed by his manager that if I wait until XXXX to resume those payments, that I would be in pre-foreclosure. I have been misinformed for months, until this has taking a toll on my health. First, being late due to a foreclosure that I was told that I was under that never took place, to now being on a foreclosure because, again, I was misinformed with a clear detailed email that I would not have to resume payments until XX/XX/XXXX. All that i am receiving is apologies, but my home is at risk of being foreclosed. I am in desperate need of help.
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| 11/24/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2021 Shellpoint mortgage servicing in correctly applied my regular mortgage payment for XXXX as a Principal only payment. They also correctly applied an Escrow only payment, also dated XX/XX/2021 that I had mailed to them 3 months prior. As my payment was as over payment of my normally owed {$1800.00} to which I had paid {$2100.00} they also correctly applied a principal only payment of {$240.00}. Due to this mistake on my XX/XX/2021 statement they charged me a {$79.00} late fee and showed my account as behind, stating that I had not made an XX/XX/2021 payment. I spoke with a customer service representative who claimed that she corrected the improper Principal only payment and changed it to a 'regular payment '. Upon receiving my XX/XX/2021 statement under the transaction activity They not only corrected my 'principal only ' payment to a 'regular payment ' but they also reversed my principal only payment of {$240.00} and they reversed my 'escrow only ' payment of {$120.00}. Since they didn't include a check with this statement for those XXXX reversals I suspect that they just decided to keep this money and not apply it to my account. I have been working with them via customer service, CFPB complaint and XXXX complaint to resolve these incorrect application of payment to my account for almost 2 months now and it is only getting worse. All they do is tell you that they have corrected things to close the complaint only to provide written proof that they have made things worse.
|
| 05/07/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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|
Web |
Servicemember |
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I am reaching out today regarding an issue regarding an incorrect MOP code that was reported on my XXXX credit profile. The furnishing mortgage company had indicated that there should've been no foreclosure reporting and that they'd update my records with the bureaus. The issue was corrected properly on XXXX and XXXX. I have an XXXX account so I was able to review the monthly reporting history. The latest report in which I had access to was dated XX/XX/2019. The account had a reported payment stated of foreclosure proceedings started as of XX/XX/2019. This was unbeknownst to me as I had never received any notification of this status, no calls from the mortgage company and I had never received a notice of lis pendens. Due to being misplaced because of a hurricane and having delayed processing of my hurricane claim, I had decided to sell the home once I was able to rectify the damages. During this time, my mortgage company was informed of the challenges I was being faced with. My house sold in XX/XX/2019 as a normal sale. There was no deed in lieu or short sale that took place. In XX/XX/2019, I had noticed the issue of the incorrect foreclosure MOP code showing the account was in foreclosure. I had contacted Shellpoint and was told that I was correct and that they'd submit the update to the bureaus to remove all foreclosure reporting 's. The months of XXXX through XXXX were adjusted to a 120-day MOP code leaving the foreclosure status being the same month that i sold/vacated the home.
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| 10/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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Fraud, Robo Signed Documents submitted to The Circuit Court of the XXXX Judicial Circuit XXXX County, Illinois on XXXX XXXX, 2016 case # XXXX XXXX XXXX. I have included a Certified Forensic Loan Audit with an Affidavit for my property XXXX XXXX XXXX, XXXX XXXX, Il XXXX. Shellpoint Mortgage Servicing and its council failed to review documents and files to establish standing and other foreclosure requisites ; filed notarized affidavits which falsely attest to such a review and to other critical facts in the foreclosure process ; and " robo signature '' of documents by parties and council. The wrongful filing and prosecution of foreclosure proceedings which are discovered to suffer from these defects may be cause for disciplinary and other sanctions upon participating council.
XXXX XXXX XXXX Master Servicer Loan # XXXX, Shellpoint Mortgage Servicing - Loan # XXXX and its attorneys XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX Mortgage Pass Through Certificates - Regulated by the Securities and Exchange Commision. Note only one example of " robo signing '' and additional fraud is detailed are in the attached Certified Forensic Loan Audit, Assignment of Mortgage via XXXX, which is inactive but was submitted to XXXX County Recorder of Deeds by XXXX XXXX XXXX has XXXX XXXX signing on page 2 of 4 as Assistant Secretary of XXXX and on page 4 of 4, has XXXX XXXX Signing as the Assistant Vice President of XXXX XXXX XXXX. I am request dismissal of case and Quiet Title.
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| 06/01/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
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|
Web |
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After years of requesting proof of ownership and being ignored, only to receive what I have found to be fraud. My trying to resulve this issue has cost me my small retirement and many sleepless nights and getting the same results for free from HUD services, my total bill was XXXX dollars reduced to XXXX dollars total. I believe that I am the victim of an ongoing crime regarding the foreclosure action on property I own. I was notified that foreclosure had been initiated on my property and believe there is substantial securities fraud as well as other crimes that have occurred or are occurring at this present time. After spending time studying financial matters, the law, and making inquiries of, and discussions with knowledgeable persons regarding the origination of the purported loan on the property ; I have discovered that there has been, what appears to be, a counterfeit copy of the Mortgage Note presented as proof of claim by a certain group of people, including, but not limited to, agents of the mortgage company Shellpoint Mortgage and attorneys working for them. I believe there is a conspiracy to take my property unlawfully through foreclosure using counterfeit securities as evidence of a purported debt and believe there are multiple individuals involved in this crime. I have made demands that the individuals involved provide proof of their claim.These copies are, in fact, counterfeit securities under 18 U.S.C.-474. ( counterfeit security ) as evidence to attempt to defraud me.
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| 11/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
|
Last email I sent to Shellpoint mortgage tonight.
Good Evening, I have three mortgages with your company and out of those three mortgages I have attempted to set up automatic payments three times!
I thought we finally did it this third time. That everything would finally go smooth but once again I have received another letter from Shellpoint stating that they have not received payment for one of the properties.
This is beyond frustrating.
I received late remarks on my credit report for XXXX and XXXX for two of the mortgages held this year and for the third property there was a 30 day late remark left for the month of XXXX in 2022.
This happened after I had requested automatic payments to be set up and I was still on XXXX XXXX orders with the military which I have submitted to your company with requests to remove these derogatory remarks from my credit report! I was under federal protection by the XXXX XXXX XXXX XXXX XXXX XXXX.
This is my final request before taking legal action against Shellpoint for this gross negligence and for continuing to ignore my requests and follow the law.
If there are any further questions I urge you to contact me directly at XXXX or respond to this email with an explanation why you have not taken the steps necessary to repair my good name and eliminate the derogatory marks from my credit report.
Respectfully, XXXX XXXX XXXX XXXX Loan number XXXX for XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX, CA
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| 01/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I refi'ed my home loan with NewRez. My original mortgage loan is also with NewRez. The closure documentation had an amount in the Payoffs and Payments as {$110000.00}, which is not the correct payoff of my loan. When I questioned XXXX XXXX about the amount, she stated that " The closing team always pads the total payoff amount by a couple of hundred just in case something goes wrong. '' So I signed the paperwork.
At the time my loan closed/paid off my original loan balance, the outstanding balance to be paid off was {$110000.00} on XX/XX/XXXX. XX/XX/XXXX was the new loan disbursement date. However, I did make a payment to my original loan of {$680.00} on XX/XX/XXXX to avoid a late charge.
I expected to get a check in the amount of the difference of the amount paid on my loan to what was paid, plus the payment made on XX/XX/XXXX. This would be {$880.00}. I only received a check for {$720.00}.
I have tried to get the final pay off of my original loan ( showing the actual ledger balance to be paid and the payment made ), such as a final closing statement. However, the original loan is inactive and there is no record of the amount of the final balance, except for the payoff quote I downloaded prior to the refinance funding. the check I received did not have an itemized breakdown. When I questioned NewRez about this, they responded with only the Closing Disclosure again -- and when i provided them the email about the padding of the loan balance, no one has responded to my inquiry.
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| 04/24/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was fully up to date with my HELOC with XXXX and was making my payments through my bank 's autopay. They sold to Shellpoint. It was hard getting through to make payments. I did not realize I fell behind with them in XXXX as I thought I had changed the bill pay information. I tried paying on their website and calilng but it seemed impossible during work hours. When I finally was able to get through and pay them, they somehow reported me two months late and made it impossible for anyone to refinance me. I then continued to make payments from thereon. I have a HELOC balloon payment as it turns out so as of XXXX XXXX they would only accept full payment and began to report me late and rack up fees. They told me in XXXX to submit a package to do a " work out. '' The would only contact me by phone call and would not email me back to tell me if paperwork was acceptible or incomplete or in their correct format and so not until end of XXXX was package submitted. They have not gotten back to me with any answer and they say the do not know when or if they will do anything for me. I have no idea whether to wait for their answer or if they are trying to foreclose on me because I have good equity. I have XXXX children. The only hardship I have is I do not have XXXX but am willing to make payments. It was only because of their late reporting I could not refinance with XXXX or XXXX XXXX . They were the only ones in the way of us refinancing. XXXX would have refinanced us.
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| 01/18/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My mortgage is with NewRez LLC handled by Shellpoint Mortgage Servicing LLC. and I was in COVID19 Forbearance plan. However, the process of getting out of the forbearance and starting paying my new modified loan was all but a disaster. Starting XX/XX/2021 I was in talk/email with a Shellpoint contact person and when it comes time for me to sign documents, they keep sending the wrong/misspelled documents over and over again. When all that happened they didn't push my payment starting date, which was scheduled to start in XX/XX/2021. And when my mortgage payment due date passed they reported it to credit agencies as I missed all payments during the COVID19 Forbearance plan, this is despite my payment of a newly calculated modified monthly payment on XX/XX/XXXX. Now, all the promises that the government gave to a homeowner like me have become lies. my XXXX XXXX got to the lowest point itever been and the psychological impact was putting a toll on me.
I did everything that NewRez/Shellpoint Mortgage Servicing LLC asked me to do. I tried to avoid getting into this kind of situation, speeding hours and hours on the phone just to get one representative to give you a false assurance that everything will be fine. Shellpoint Mortgage Servicing LLC messed up my document. They sent wrong papers for me to sign four times. With this out of my control situation I got a XXXX XXXX hit which is almost hard to overcome.
Please, please... I need someone to help me on what to do in this situation.
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| 08/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My complaint against Shellpoint Mortgage Services is falsifying information within my account, failing to follow through on the ACH promised to fulfil the escrow amount of money owed to me and lastly, using a stalling technique to keep from paying the escrow owed to me.
Note : all of the conversations between those at Shellpoint Mortgage Services and me were recorded on the part of Shellpoint Mortgage Services at Shellpoint Mortgage Services as well as recorded during my calls to Shellpoint Mortgage Services.
Today I spoke with XXXX XXXX of Shellpoint Mortgage Services at XXXX XXXX confirming the mortgage was paid off and added that Shellpoint Mortgage Services owes me {$2800.00} but would not ACH the money into my bank account.
On Thursday, XX/XX/2021 at XXXX XXXX I spoke with XXXX at Shellpoint Mortgage Services, who confirmed the wrong account number was in the file and transferred me to XXXX XXXX in customer service. After providing her the same info she agreed that Shellpoint would electronically transfer the {$2800.00} within 24-28 hours to the correct account.
On Monday, XX/XX/2021 at XXXX XXXX spoke with XXXX at Shellpoint Mortgage who took my bank routing number and account number advising that a transfer would take place regarding the escrow amount of {$2800.00}.
On Friday, XX/XX/2021 at XXXX XXXX confirmed that Shellpoint Mortgage had not received final payment.
On Tuesday, XX/XX/2021 at XXXX I checked with Shellpoint Mortgage had not received final payment.
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| 09/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We are refinancing our current mortgage ( NewRez loan number XXXX ). The payoff statement for our existing loan provided by NewRez includes a line item for {$2600.00} for mortgage insurance that is in error, and needs to be removed. We have made numerous communications to NewRez over the past 21 days and have had zero follow up or resolution on the matter, and it is holding up the our refinance and is costing thousands of dollars in rate lock extension fees while we wait for the NewRez error to be corrected and a new payoff statement provided : XX/XX/XXXX Spoke with XXXX in the payoffs department and he said the matter would be escalated. We never heard back.
XX/XX/XXXX Had a lengthy conversation with XXXX XXXX, supervisor, and he assured us the matter would be resolved. Never hard back.
XX/XX/XXXX Emailed XXXX XXXX asking for a status update. Never heard back.
XX/XX/XXXX Emailed XXXX XXXX asking for a status update. Never heard back.
XXXX Emailed XXXX XXXX asking for a status update. Never heard back.
XX/XX/XXXX Emailed XXXX XXXX asking for a status update. Never heard back.
Furthermore, in the course of investigating this matter, XXXX XXXX XXXX confirmed that NewRez never made a single payment on the mortgage insurance policy since the we closed on our loan in XX/XX/XXXX, and the XXXX XXXX Certificate # XXXX was cancelled on XX/XX/XXXX. We are paying $ XXXX/month for mortgage insurance for a cancelled policy with a 95 % LTV loan with NO mortgage insurance right now.
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| 07/10/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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There are two lenders involved in my complaint. I had a HELOC loan with XXXX bank that sold my loan to Shellpoint Mortgage Servicing back in XXXX of this year. This loan was actually converted to a long term loan many months earlier and we no longer have the ability to draw on that loan according to our agreement. Before even making our first payment with our new loan servicer they reached out to us looking for the first payment in XXXX. I explained XXXX 's payment was made with the first loan servicer and we have sent them proof of that payment. Each month we pay the same amount to them as we did our previous loan despite requests for different payment amounts each month, asking for mostly smaller amounts. We have made several attempts to provide XXXX with documentation that this payment was made and that we were current as of the date of the loan being sold. The original servicer has provided us with the documentation but is unwilling to contact the second directly each time telling us they can't contact them anymore and to give them a new document proving we have paid. Each time I call the new servicer they humiliate me reminding me I am late and this is an attempt to collect a debt. One lender selling a loan to the next shouldn't be my problem to fix as the problem was created in the sale of the loan. I feel I'm running out of options but certainly don't want to pay another payment to them that we don't owe them. This practice can't be acceptable and I'm asking for help.
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| 09/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
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My home was scheduled for and sold in an online auction. The auction and sale was illegal and I was never contacted the from the original lender the contact was breach the terms of the contract changed the servicer and lender and investor have committed fraud snd theses documents are fraud and not the original terms. I originally sent a letter to servicer Shellpoint and XXXX XXXX XXXX XXXX XXXX They never answered me then and they misled and I was never informed that The was going to change and that my loan was sold to XXXX XXXX XXXX. I tried many times to cancel my pmi and asked why was I paying all the extra fees for property preservation and FHA mi XXXX XXXX XXXX XXXX. My loan was paid year. Ago. Ive been complaining and have asking questions and Ive have never been given a response or answers. XXXX XXXX has never sent me any letters I did not know that they were the investors. I believe that Im owed my title to my house. I have been treated unfairly and many people are involved and its corrupt white collar organized crime and my due process rights and have been repeatedly violated and there has been paid politicians who is a house representative and was. The title and home insurance broker agent XXXX XXXX XXXX. I have never meet this person and I did not sign or authorize this and the information on the insurance application is all wrong I have been trying to get this information corrected and theses two company have been misleading and lying making and recommending s c
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| 01/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In the month of XXXX, XXXX I spoke to XXXX XXXX from Newrez Mortgage Company. He inquired if I was interested in refinancing my home mortgage to a lower interest rate. I informed him that I was interested. He sent me that forms for me to sign through the loan company 's portal, which I did. While, going through the process, I asked him if I needed to make XXXX 's payment. He stated that once I completed the process, I would not have to either make XXXX and/or XXXX loan payments. I continued to receive notifications to sign varies documents. Once again, they were all signed and forwarded back. I received an email from XXXX XXXX, the loan processor stating that I should close by XX/XX/XXXX. I made several attempts to contact XXXX XXXX. But, to no avail he never returned my calls. t should ne mentioned that in the month of XXXX, XXXX, I had a notary come to my home to sign loan documents. In the packet it stated that I would not have to make a loan payment until XXXX, XXXX. Exactly, what XXXX XXXX had stated to me. However, I learned that my loan was denied on XX/XX/XXXX. I received no notification of the denial in the month of XXXX or the beginning of XXXX. Now, I am responsible to not only pay this month mortgage but the late fees. This is highly inexcusable and unacceptable. I asked several times if I needed to make the following payments and was told that I did not. Now, my credit score will be affected from this misinformation. From my understanding the calls were taped.
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| 03/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I initiated the refinance loan with NewRez Loan # XXXX for the property located on XXXX XXXX XXXX XXXX, XXXX CA XXXX with loan officer Mr. XXXX XXXX ph # XXXX NMLS # XXXX.
I uploaded some of the documents on their website page approximately 4 of the task, the rest of the task I sent them to Mr. XXXX via email 1 ) check stubs on XX/XX/XXXX XXXX ) 1040 income tax returns on XX/XX/XXXX XXXX ) XXXX 's taxes pdf on XX/XX/XXXX After sending him all documents I called him and he verified he received everything, he charged {$600.00} on my visa card for the appraisal. On XX/XX/XXXX I received an email from NewRez with the appraisal report on XX/XX/XXXX I emailed Mr. XXXX asking him how much longer to complete the loan? Because every time I checked the status will say underwriting. He replied by saying it takes 6-8 weeks for the underwriting process, a processor should be assigned to your file soon. There is nothing alarming regarding your file so we are still in great shape. On XX/XX/XXXX the loan became inactive and I tried to get ahold of Mr. XXXX but he was not available or returned any of my messages.
On XX/XX/XXXX I called NewRez I spoke with XXXX XXXX and he tried to transfer my call to XXXX but he was not available I asked him to transfer me with a manager and Mr XXXX XXXX said he was not allowed to transfer calls nor to give any email addresses for any managers.
Shortly after I received a termination loan letter stating '' CREDIT APPLICATION INCOMPLETE ".
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| 11/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a loan ( # XXXX ) with XXXX Mortgage that we were working on a Deed In Lieu during XXXX. We were 90 % through the DIL process when they transferred my mortgage to New Rez/Shellpoint in XXXX of XXXX.
I consummated the DIL with Shellpoint on XX/XX/XXXX with the final doc attached showing it was assigned to XXXX under loan number XXXX. Property address was XXXX XXXX XXXX XXXX, XXXX XXXX SC XXXX - XXXX XXXX.
On XX/XX/XXXX I received a letter from Shellpoint stating they were transferring the mortgage we completed the Deed In Lieu for ( XXXX ) to XXXX effective XX/XX/XXXX.
XXXX - I spoke with a representative at XXXX ( XXXX ) who allowed me to email the XXXX XXXX to XXXX and said she would forward it on.
XXXX - I spoke to XXXX XXXX at Shellpoint and was asked to email the DIL doc to their XXXX email address.
XXXX - I received a letter from XXXX stating my account ( loan # XXXX ) is in default and due for a XXXX mortgage payment.
The DIL was frustrating to complete with both organizations but I am befuddled how after completing the DIL how Shellpoint could transfer the mortgage to XXXX. I am having to now spend hours calling, on hold, speaking to representatives and documenting this series of events.
Please help me take action and remediate their error of transferring a mortgage ( Shellpoint loan # XXXX ) that no longer exists to XXXX ( old loan number XXXXnew loan number XXXX ) Thank You XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX
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| 01/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX I sent Shellpoint servicing an appeal letter based on the most recent denial letter I had received on XX/XX/XXXX. All my most recent documents had been provided to include paystubs and the 2 most recent bank statements. On XX/XX/XXXX, I spoke with a Representative who confirmed that the docs had been received. I followed up with them again and was advised that they need XXXX ' bank statements for various accounts i had, however some of them would not be available until after XX/XX/XXXX since the month ran from XXXX. iI was able to provide them with the ones which were available that ran until the end of the month and advised them that I would provide one of the statements that would become available after XX/XX/XXXX. On the date of XX/XX/XXXX when i provided my bank statement, i simultaneously received a notice that my loan had been referred to foreclosure. I called into Shellpoint and requested to find out why and they advised that because my bank statements were not provided therefore the file was incomplete and referred to foreclosure. I explained that the bank statement was not available until after the loan was referred and that it was completely out my control. I dont understand how they could have done this. I also have a letter from them requesting this information and telling me that i have until XX/XX/XXXX to provide this information and they still did not allow me this time. Please help. I am not against a foreclosure while trying to save my home.
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| 10/24/2017 |
Yes |
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Web |
Servicemember |
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We have a property that has been for sale since XXXX XXXX. For most of this time period the property has been under contract ( 4 separate offers ) and awaiting response from the mortgage company. The first offer, buyers walked away because it took too long for a response. The second offer, mortgage company countered, buyers increased offer and again the mortgage company did not respond in a timely manner. When the closing date came and went the buyers threatened to sue us for breach of contract if we did not reimburse them for appraisal, inspection, and survey fees ; which we did. The third offer, buyers walked away because again the mortgage company did not respond in a timely manner.
The current offer is a full price, cash offer of {$290000.00}. The contract was submitted on XXXX/XXXX/XXXX with a closing date of XXXX/XXXX/XXXX. The mortgage company requested to extend the closing date to XXXX/XXXX/XXXX, all parties agreed. We were advised by our point of contact that once we submit an offer close to or the exact amount of {$290000.00} it would not take long for them to review the file and issue a decision. Today is XXXX/XXXX/XXXX and we are still awaiting a decision from the mortgage company. Although we have been very prompt in submitting all documents and information requested, the mortgage company is unacceptably slow to process the sale which is causing anxiety to both parties.
Any assistance you can give us in resolving this matter will be greatly appreciated.
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| 01/02/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Reference loan # XXXX with Shellpoint/XXXX XXXX XXXX XXXX. XXXX XXXX XXXX and XXXX XXXX XXXX at XXXX XXXX XXXX in XXXX, VA XXXX. Effective XX/XX/XXXX XXXX XXXX was granted his XXXX XXXX XXXX rating which also relieved him of property taxes on the property noted above. We had to calculate our own new payment as XXXX XXXX refused to adjust our mortgage, did not send us a statement for the months of XX/XX/XXXX. XX/XX/XXXX and XX/XX/XXXX I had to call to get those statements but had paid the mortgage. They are saying we have to continue paying taxes through XX/XX/XXXX. They were notified via fax on XX/XX/XXXX with the letter from the tax assessor 's office of this relief and although they acknowledge having this letter insist that we pay the taxes. This is far above scandalis and we absolutely want this matter resolved as quickly as possible. It appears that they are trying to defraud us. We received a statement for XX/XX/XXXX in the amount of XXXX. The Commissioner of revenue has returned the taxes we've paid to XXXX and Shell point is yet to return that money to us in the amount of XXXX. On XX/XX/XXXX our escrow balance was XXXX. We received a check from the surplus in the amount of XXXX. and change and now our escrow balance is minus XXXX. Please assist us in getting this matter corrected. Their numbers are monkey business not facts. If you wish to contact us we may be reached at XXXX. Thank you for your assistance.
Sincerely, XXXX XXXX XXXX XXXX XXXX/XXXX XXXX XXXX
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| 10/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Not sure if this is the right department. I received a call this XXXX @ XXXX from XXXX their company is offering a Government loan modification program. They stated I would have to make 3 trail payments in order for the modification to go into effect. When I kept asking what the terms were they just stated I would receive them after I made my first two trial payments. I let the gentleman know I would not agree to anything without knowing the terms. He kept insisting I would receive them after making two trial payments. I thought was weird because at first he said 3 payments. I eventually stressed to him that I would not agree to anything without knowing the terms he said they would be texted to me and hung up. I never received anything. I called Shellpoint directly and the customer service lady stated there was no notation that anyone had called me this morning. I asked where I could report and she stated I had to do my own research to report. I thought this was odd or she was just being rude. I went online and it stated to call XXXX to report spam or fraud. I called and expressed to the customer service representative I just need to know where to file a complaint about a spam call. She gave me an email of loan XXXX and stated they would forward to the correct department. The gentleman who stated his name was XXXX XXXX, called me from your number XXXX. I wanted to make you all aware as this is possibly happening to other people. Not sure if it is Shell calling or spam.
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| 12/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I mistakenly made a double payment of my mortgage payment ( in the amount of {$2500.00}. Upon making the mistake, I immediately called and asked if a refund could be processed. I was advised that a refund would be direct-deposited into my bank account with 48 hours.
On XX/XX/XXXX, when the deposit didn't appear in my bank account I followed up with a call to verify the bank deposit had been initiated. I was, once again, assured that the money would be deposited.
On XX/XX/XXXX, I followed up again and was told that the money had been deposited and supplied with a ACH reference number. Despite assurances that the money had been deposited, it had not. My issue was then referred ( for a second time ) to an internal " research '' team for investigation.
On XX/XX/XXXX, I followed up again to see if the research team had discovered the problem. This time, the customer service representative gave me a different story. They claimed that the original refund had been sent as a check via the mail. They claimed they would put a " stop '' on the check and issue an immediate refund via direct deposit that would appear in 48 hours.
On XX/XX/XXXX, I followed up again to ask about why the deposit still hasn't appeared in my bank account. On this occasion I was told that the research team still hadn't begun the research and that no further information was available. Multiple attempts to reach a supervisor or someone from the research team were greeted with hang-ups.
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| 06/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/2020, as authorized by Section 4022 of the Coronavirus Aid, Relief, and Economic Security Act ( the Act ), I requested a forbearance request of mortgage payments for the next 180 days.
As stated in this act, upon receiving a request for forbearance from a borrower under subsection ( b ), the servicer shall with no additional documentation required other than the borrowers attestation to a financial hardship caused by the COVID19 emergency and with no fees, penalties, or interest ( beyond the amounts scheduled or calculated as if the borrower made all contractual payments on time and in full under the terms of the mortgage contract ) charged to the borrower in connection with the forbearance, provide the forbearance for up to 180 days, which may be extended for an additional period of up to 180 days at the request of the borrower, provided that, the borrowers request for an extension is made during the covered period, and, at the borrowers request, either the initial or extended period of forbearance may be shortened. The forbearance shall be granted with no fees, penalties, or interest ( beyond the amounts scheduled or calculated as if the borrower made all contractual payments on time and in full under the terms of the mortgage contract ) charged to the borrower in connection with the forbearance ...
However, when I heard back from my mortgage company they only granted me a 90 day forbearance and not the full 180 days as stated in the above mentioned act.
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| 03/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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My mortgage company is NewRez/Shellpoint . On XXXX, I applied for New Ins. from XXXX XXXX XXXX XXXX, a check for {$1700.00} was sent on my behalf from my Mortgage company to the Wrong company. I had water damage in my Master Bedroom ceiling. On XX/XX/XXXX I called and filed a complaint with XXXX XXXX and was told someone would call me within 24 hrs. that never happened. I called 2 more times XX/XX/XXXX & XX/XX/XXXX and still No one contacted me. On XXXX XXXX XXXX XXXX of NewRez called me stated I didn't have any Insurance on my Home at XXXX XXXX XXXX in XXXX XXXX, NC XXXX and that it hadn't been covered since XX/XX/XXXX because the Ins. check was to the wrong company. XXXX stated NewRez would put Forced Placed Ins.on my home and repair any damage. XXXX stated the XXXX would only cover the outside of my home. Adjuster XXXX XXXX of NewRez Mtg. came out to my home twice and saw the Damage and after 45 days on ea. visit, I was Denied. I had to pay {$400.00} out of my own pocket to fix my ceiling. In XXXX, XXXX. NewRez cancelled the XXXX on my home, then put my Escrow acct in the negative {$3000.00}. NewRez did an analysis with the wrong numbers & raised my Mortg. pymnt from {$510.00} to {$580.00} for the month of XX/XX/XXXX. It is unbelievable how my Mortgage company has handled this whole situation. On the last visit from Adj. XXXX XXXX with XXXX the Roofer he stated the mortar in the Chimneys between the bricks was gone., still i wase Denied. Please help Me.
Thank you.
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| 05/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am an attorney at the XXXX XXXX XXXX XXXX filing this complaint on behalf of my client, XXXX XXXX, who is the successor in interest of the subject property. An authorization is attached.
XXXX XXXX is the daughter and successor in interest to the borrower, XXXX XXXX, who passed away in 2014. XXXX and XXXX owned the property jointly as joint tenants with a right of survivorship ( deed is attached ). Under XXXX law, XXXX thus became the sole owner of the property automatically upon her mother 's death.
Shellpoint refuses to acknowledge XXXX as the successor in interest to the loan or allow her to assume the loan with the modification she other qualified for and successfully a TPP for. It improperly cancelled her loan modification and started a foreclosure.
Inexplicably, Shellpoint demanded that XXXX open a probate action and become executor of her mother 's estate in order to effectuate a modification/assumption even though she is already the sole owner of the home and probate served no purpose under Connecticut law . It further cancelled her loan modification because her deceased mother could not sign it. XXXX nevertheless attempted to follow Shellpoint 's instructions and spent {$660.00} opening an unnecessary probate action. Shellpoint still was not satisfied, and initiated foreclosure, adding more fees to the account and subjecting XXXX to the potential loss of her home when she has already qualified for a loan modification and successfully completed a TPP.
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| 04/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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After I cancelled the bi-weekly withdrawal request in XXXX, the extra payment of {$600.00} was still withdrawn in XXXX. The following is a timeline of events.
Cancelled the bi-weekly request in the beginning of XXXX through Customer Service by voice and through email request. Customer Service Representative confirmed she cancelled the request Called customer Service to verify payment in the middle of XXXX. The Customer Service Representative again verified the cancellation. Your website verified the monthly payment was due on XX/XX/XXXX and not on XX/XX/XXXX as with the bi-weekly payment.
On XX/XX/XXXX, you withdrew the bi-weekly payment. I called Customer Service to resolve this matter and found that it was cancelled in the system, but it appeared it was reinstated. The Customer Service Representative stated that I would probably get payment back in three days.
On XX/XX/XXXX, I again called Customer Service to ask about the status. I was told the bi-weekly payment was cancelled, but not the scheduled payment for the original request. This representative also stated it could take up to 10 days for reimbursement.
It is now four days past the initial request for reimbursement, and I have not received the reimbursement. Since this was your error, the money should have been returned immediately. I have incurred a fee because the money was withdrawn without authorization. Its not acceptable to say that I can expect reimbursement 7-10 days when this was their error.
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
Servicemember |
|
Our new mortgage company, Shellpoint Mtg, took over our mortgage right before Covid. I lost my job in XXXX like many Americans and struggled to pay the mortgage out of savings until we couldn't and requested forbearance around XX/XX/XXXX of last year. We've been in forbearance for the past 6 months ( which doesn't end for us until the end of XX/XX/XXXX ) and suddenly received a letter from the mortgage company last week with a PAST DUE amount of {$7200.00} which they will start reporting to all credit agencies XX/XX/XXXX. We were shocked and contacted the mortgage company to explain that I was still unemployed and the need the forbearance in place while I look for a job and would like the amount owed to be deferred to the end of the mortgage schedule. They explained that they refuse to allow me to stay in forbearance ( as I have no job ) and that I either need to pay {$7200.00} to avoid the negative reporting, or I could come off forbearance ( to begin monthly payment ) and request deferment at that point which would avoid the negative reporting.
How am I supposed to look for a job which requires me to have decent credit, with a demand of either pay {$7200.00} right now or end your forbearance and then we'll agree to give you deferment. It's like they got me trapped and I have no choice when I don't have any options.
PLEASE HELP - this can't be legal that they can negatively report that I am delinquent while I'm in forebearance. That just doesn't make any sense.
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| 07/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX I submitted a request for Late fee removal. I received Shellpoint Inquiry response On XX/XX/XXXX. I responded to the Shellpoint that I wanted data entries checked for XX/XX/XXXX and XX/XX/XXXX I assume the data entry dates were incorrectly input. I believe thats were the error occurred. There are no data inputs for XX/XX/XXXX or XX/XX/XXXX.
In mid XXXX we received another letter stating her loan was delinquent. I called the XXXX number on the letter. I spoke to XXXX. I did not get his last name. But at the end of our 1 hour + call I asked him his name because of how awesome he was to take the time and really look at the data entries from years in the past. Again XXXX was his name.He told me he could see a request in the system to review the data entries. So my above request to have data checked in XXXX and XXXX that is where XXXX started to see huge errors on the loanhist.rpt. XXXX told me he could see where someone it appeared to try to correct the errors. He could see farther back on the account than the report I had. XXXX said the loan amount changed by XXXX $ in 1 day. he went back as far as XXXX. He said there were more errors but that I needed to wait to get the results of the open request he saw. I never got results from that request. We received another packet warning of foreclosure.
I think at a minimum the late fees should be removed. I cant see the data all the way back but maybe she is owed money that was lost in the huge data mistakes.
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| 07/14/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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15 Days are up- please my check made to cash for XXXX for XXXX usd as per my rights protected owner of my home ordered XXXX agreement signed by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CFPB Settlement Recovery Money 1700 G Street North West Washington , DC 20552 Re : Federal Trade Commission and Consumer Financial Protection Bureau v.
Green Tree Servicing LLC, a Delaware Limited Liability Company, United States District Court of Minnesota, Case No. XXXX ( SRN-JSM ) To Whom it May Concern : I am a party in the above-referenced action. I did not receive a phone call from Green Tree Servicing after the Court Order was entered against them.
I owned a home located at XXXX XXXX XXXX, XXXX, California. My loan was egregiously affected by the negligence of Green Tree Servicing per the Order entered on XX/XX/XXXX where Green Tree Servicing was ordered to pay {$48.00} million in borrow restitution to be deposited in the Civil Penalty Fund of the Bureau in accordance with Section 1017 ( d ) of the CFPA 12, U.S.C. 5497 ( d ).
This letter constitutes a demand for settlement in the amount of {$350000.00} as a full release of all claims against Green Tree Servicing LLC. Alternative Dispute Resolution is appreciated in this case due to the time line. This offer expires fifteen days ( 15 ) days from the date of this letter.
Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX
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| 04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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On XX/XX/2021 we had a notary sent to our house and signed closing documents stating that we would be closed, finished and receiving {$28.00}, XXXX back. We followed up multiple times to find out when this money was coming, and after a week they told us that they re-ran our credit and saw that we started a new lease on a car.
Our old lease expired so we had to get a new lease. This lease was taken out XX/XX/2021 ( a month before closing ). They waited until after closing to run a credit again.
They have asked for the same documents multiple times and keep siting that the need these documents. They ask for quarterly statements that show we have enough money to cover this lease. We have provided this 5 times - the most recent quarterly statement is from XX/XX/2021. We have sent this 5 times since XX/XX/2021.
We send it. They say its accepted. Then they ask for something else, and when we send that - they ask for the quarterly statement again and keep saying it is not recent enough - it is the most recent statement available from anyone. We have also updated them MULTIPLE times with current daily balance directly from the retirement account.
This is all stuff that should have been handled prior to closing - and we have provided what the underwriters keep asking for MULTIPLE times. They are asking for documents - we are providing - they are refusing.
We are now 5 weeks passed our closing when we signed papers and they refuse to close and hand over our money.
|
| 01/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On or about XX/XX/XXXX, my current mortgage managing company NewRez which doubles as a collection agency ( which XXXX XXXX, our original mortgage provider, sold my mortgage to ) received by overnight mail two months worth of mortgage payments by a non-profit. I called the customer service number to verify receipt, which they confirmed, and to remove auto pay from our account. NewRez stated my next payment would not be until late XXXX. On Tuesday XX/XX/XXXX, NewRez without authorization or consent withdrew {$10000.00} from my bank account. I immediately called them and asked why this had occurred. The team lead at the customer service apologized and stated it will be credited back to my account that night. On Friday XX/XX/XXXX, with still no credit showing, I called back and spoke with another team lead who stated that the credit request submitted on XX/XX/XXXX was completed incorrectly and that she would submit a correct credit request, however, it would not worked on until the following Monday since the department that deals with credits was gone for the weekend. I asked her if there was anyway I could get the funds credited to me that day or a checked sent overnight to me as this was NewRez 's mistake through no fault of my own. She apologized and stated there was nothing else she could do. With no further options available with NewRez that placed me in a severe financial strain during COVID, I contacted my bank to dispute the unauthorized charge made by NewRez.
|
| 03/21/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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Our original Loan service ( XXXX ) was aquired by NewRez back in XX/XX/2020.
We were contacted by NewRez loan Retention and Offered a spectacular Refinance option that required no out of pocket costs or appraisals. During the initial Refinance the communication was excellent. Once we submitted all documentation by XX/XX/2020 we received an email letter of congratulations that our loan had been approved with the new locked in rate of 3.7 % we were instructed that we would most likely move to closing before the end of XXXX. After this approval email, In XXXX received several phone calls asking for the required documents ( which were already sent in XXXX ) They had me send them to the same email several times, each time I questioned the whereabouts of my documents and there was no explanation. Afterwards I had had ZERO success reaching NewRez via email or telephone. My NewRez Loan processor refuses to return my calls or emails since XX/XX/2020. I filed a complaint with NewRez on their website and receive a certified letter in the mail that offered no help whatsoever, with Phone numbers that lead to irrelevant service departments. Now with the current world situation we are very concerned about the status of this refinance and have received Zero assistance, They claim my file is sealed, say that my loan processor is available and when transferring they hang up on me. I have all my attempts of email communication documented and can provide when necessary.
Thank you.
|
| 09/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
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On XX/XX/XXXX we sent a check we received from our insurance company to our mortgage company ( Newrez ) for their endorsement and release of funds. We also provided all of the required documents via their portal. We were told it would take 8 - 10 business days to process, and we did not get a check until 16 business days later, and it was only $ XXXX of $ XXXX. This was after several frustrating calls and emails with the company.
We were informed that the rest of the money would be released after a satisfactory inspection by their contracted inspector indicating at least 60 % of the work was completed. I met the inspector on XX/XX/XXXX, and she indicated we should hear something back from the mortgage company in a few day. Today - XX/XX/XXXX there still was no new information on the portal, so I called, and the customer service agent confirmed that 70 % of the work was completed, and a payment of only {$8500.00} was requested by management, and we should receive it by XX/XX/XXXX. He also said that the remaining {$17000.00} would be released when they assessed that 90 % of the work was completed. I told him this was not acceptable, and that I would file a complaint with the CFPB. He tried to get a supervisor for me to speak to, but XXXX was not available. He said a supervisor would call me, but no one has.
We have never missed and/or been late on a mortgage payment.
I also want to know how to collect any interest they may have earned while holding our money.
|
| 09/21/2023 |
Yes |
|
- Struggling to pay mortgage
- Foreclosure
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|
Web |
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My Name is XXXX XXXX XXXX I am writing this to inform whoever it may concern of fraudulent foreclosure practices with a mortgage company named NEW REZ /dba SHELLPOINT I have been a victim of identity theft tittle fraud and mental anguish from this corporation about a property that was gift wrapped from my grand mother XXXX XXXX XXXX a deceased retired federal employee ( FHA ) to my now deceased mother XXXX XXXX a retired city employee ( XXXX ) this mortgage company is committing title fraud and homeowner insurance fraud through their various esquires the most recent is XXXX XXXX XXXX I have all the legal document to show that this property was a passed down clear and free of any interest or liens these esquires and mortgage companies are dealing with my trust that was also left to me and is now being ran by fraudulent estates that was reported on every level local and federal the bank XXXX XXXX XXXX XXXX XXXX has let these entities rob my trust and estate and neither of them have followed the FDCPA I have sent multiple certified mails stating how they have violated my rights and are giving lines of credit off my properties that was not authorized by me I have reached out to the attorney general also regarding this matter and this is identity theft tittle theft homeownership fraud and estate and trust theft I am now writing this bearu of the government for help against these creditors that have ruined my life and is now coming after my children as well as myself.
|
| 09/27/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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I have documented confirmation that my mortgage payment was mailed from my bank, XXXX XXXX XXXX, on XX/XX/XXXX. My mortgage payment was due to be received by Shellpoint Mortgage by XXXX. XXXX XXXX sent me documented proof that Shellpoint cashed the check for my payment on XX/XX/XXXX. I forwarded this documented proof to Shellpoint Mortgage on XX/XX/XXXX. I have not been able to call or speak to the department that handles payment disputes because Shellpoint refuses to direct my contact to that department. I have been repeatedly told that the payment disputes department will only communicate with me via mail or email regarding their research of my payment dispute. As of today, XXXX XXXX, I am continuing to receive notices of our delinquency on our mortgage. We have never missed a mortgage payment or been late on a mortgage payment since we purchased our home in XX/XX/XXXX. In addition, Shellpoint Mortgage changed their payment address in XX/XX/XXXX. We believe this is a contributing factor in their inability to properly identify and credit our payment. As a faithfully paying customer for nearly 20 years, we are extremely frustrated by this lack of competence, compassion, and understanding. We have invested countless hours attempting to resolve this issue with Shellpoint mortgage only to be told time and again that we are unable to speak directly with anyone who can help resolve our issue, and those denials are followed by repeated receipt of late payment notices.
|
| 01/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
Contacted my mortgage serving company, Shellpoint/newrez regarding the 30 to 59 days past due reported to the Consumer Reporting Agencies for XX/XX/XXXX and the 60 to 89 days past due reported for XX/XX/XXXX. My Covid mortgage forbearance period ended XX/XX/XXXX. Prior to that date I contacted Shellpoint to request an extension as my business was still experiencing difficulty due to Covid ( I manage a healthcare consultancy ). My initial request was denied but upon appeal an extension was granted through XXXX, XXXX and I resumed payment on my mortgage in XXXX, XXXX and am now current. I was told while my appeal for the extension was being considered my mortgage payments would not be reported as late to the CRAs, though subsequently by Shellpoint it was even though my appeal for a forbearance extension was ultimately granted. As a result of Shellpoint 's going back on their word and reporting our mortgage payments as delinquent, my credit dropped over 60 points within 24 hours of that reporting. As a result of the credit rating decline, our ability to borrow has significantly declined, as our cost to borrow has significantly increased. We has hp [ ed to refinance our mortgage both to cut down on its cost - and to find a new, more competent and ethical mortgage servicing company, but are unable to now because of negatively-impacted credit rating. It would cost Shellpoint {$0.00} to correct this error, but in a XX/XX/XXXX response to our complaint they've refused.
|
| 07/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I received my welcome letter from Shellpoint, my new mortgage servicer, stating that " we 're concerned about your recently missed mortgage payments and want to offer our assistance in case you are unable to catch up ''. " This information may be reflected in your credit report ''.
I had never missed a payment with XXXX , since XX/XX/XXXX when the loan modification began. I just completed bankruptcy the month prior to receiving Shellpoints letter, in XX/XX/XXXX . The trustee of my bankruptcy did an audit, so that I knew I was not behind on any payments and all my debt was paid off, when my bankruptcy was discharged, XX/XX/XXXX . When I called Shellpoint, they told me I was {$11000.00} in arrears, and I could be put on a payment plan. They said I could not refi because I just came out of bankruptcy. They wanted a copy of my loan modification. I sent email with attached loan modification, showing my loan was on 40 year fixed rate of {$1500.00} a month until XXXX . Shellpoint set up conference call with me but nobody called back, so I 'm not sure what is happening After I read peoples experiences with Shellpoint on XXXX , I am very concerned about my new mortgage company and do not want to do business with them. I sent email to my previous mortgage service company and requested a payment history to see what is going on, since late payments are not showing up on my credit report.
I have attached documents supporting conversations between myself and Shellpoint
|
| 07/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We filed a complaint previously ( in XXXX ) with CFPB : the issue was that we were paying Shellpoint via ACH regularly with no problem and then all of a sudden in XXXX they stopped posting our payments. We had proof the payments were made on time every month and the ACH went from my bank to Shellpoint. After the CFPB complaint was submitted, Shellpoint all of a sudden " found '' and properly applied the 3 months of mortgage payments they insisted were not paid but we were able to proved had arrived on time- they simply are not allocating them.
Shellpoint sent me a letter indicating they had properly applied all payments and removed all late fees and had notified all credit bureaus to remove any strikes to my credit as a result of Shellpoint 's errors.
We thought this was corrected and continued to pay each month, on time. Every month.
Since that initial 'correction ' Shellpoint made they have once again reverted to not applying my payments though they are absolutely being received via ACH.
Shellpoint collections people call me constantly insisting my account is in arrears. It is not.
It is IMPOSSIBLE to get to anyone at Shellpoint who can fix this issue- all the collections folks say there are no payments and we're in arrears. We are NOT.
EVERY payment has been made well before the due date.
I really need your help in getting to a person at Shellpoint who can fix this once and for all. It is THEIR system error entirely.
Thanks for your help!
XXXX XXXX
|
| 06/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Servicemember |
|
I'm a veteran and I have been trying to sell my condo for almost a year now. The price started at {$140000.00} and after months of no interest from potential buyers the price was eventually lowered to {$97000.00}. I finally got a potential buyer who put in an offer for {$82000.00} and after about a month the bank ( Shellpoint Mortgage ) came back and stated that they wanted {$99000.00}. The buyer stayed at the {$82000.00} and after a few more weeks of waiting on the bank to make a decision the buyer lost interest then on XX/XX/2019 the bank said that they would accept {$79000.00} to close the deal. By that time it was too late and we lost the first buyer. Since the bank gave us the bottom line number that they would accept at {$79000.00}, my team lowered the selling price to {$79000.00}. Within 2 weeks we received a full price offer for {$79000.00} and then the bank took about 3 weeks and stated that they now want to get {$95000.00} to close the deal. This is unethical and unprofessional of the bank because they already gave us a bottom line price of {$79000.00}. As a veteran I have been through too much to deal with a bank that is trying to take advantage of me by going back on their original price which we got for them. I just want the bank to give the approval of the sale so that this property can go to someone that actually wants it instead of trying to bully a veteran into going into foreclosure. Any assistance that you can give is appreciated. Thank you.
|
| 04/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
On XX/XX/XXXX, I spoke to XXXX XXXX, Mortgage Consultant, New Rez, concerning refinancing my current mortgage with NewRez Mortgage Company. He walked me through what documents he needed and how to get them to him. On XX/XX/XXXX, I received an email from XXXX XXXX, XXXX XXXX, Processing Support/Mortgage Operations/Processing on Behalf of XXXX, XXXX, saying that I had been conditionally approved. XXXX XXXX, on XXXX XXXX, emailed me to say that " ... we have received conditions needed to proceed with your loan. Due to high volume, we are experiencing delays. '' On XXXX XXXX, I received an email from XXXX XXXX, Loan Processor, NewRez, asking for additional documents, i.e., XXXX XXXX 's, homeowner 's insurance declaration page, and my most recent " award letter. '' I responded that I had already provided the XXXX XXXX 's and emailed XXXX a copy of my HOI declaration page. I then said that " ... I retired from XXXX almost 23 years ago and don't remember ever receiving such a ( award ) letter. '' I emailed XXXX again on XX/XX/XXXX asking what was happening. No response. I emailed XXXX again on XX/XX/XXXX - no response. On XX/XX/XXXX, I called XXXX who said she was just about to call me and that everything was in order and that we would probably close within 4 days or so. I called her again on XX/XX/XXXX and left a message asking her to call me. I called again on XX/XX/XXXX and left a message asking her to call me. My interest rate lock of 2.625 % expires XX/XX/XXXX.
|
| 04/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage account was transferred from XXXX Admin to a new Servicing Company Shellpoint Mtg in XXXX of XXXX. I had previously had a bankruptcy in XXXX. I re-affirmed my account/mortgage with XXXX at the time of my bankruptcy. During the transition of my account from XXXX to ShellPoint the affirmation of my loan was not transferred over. I did not realize this until XXXX of this year when I was unable to access my account online and I called to see what the issue was. I was told that the affirmation was not on file but that they would resereach and get this transferred over. I have for the last 3 months been trying to get this taken care of with their loss mitigation department. I have emailed, called and told multiple times that they have the information and that access to my account would be restored, but I still can not access. on XX/XX/XXXX I called again and spoke with someone in the Loss Mitigation Dept. and upon research of my account was told that the final review regarding the Affirmation had not been performed and that was the issues. She assured me she would work on it and I would be able to access my account the following day. As of today, still no access. I have tried to call multiple times this morning but the call is dropped. My payments are current yet I can not access my account to see my escrow balance or make any inquiries to my balance, etc. This is also not being reported to the credit bureaus on behalf and is affecting my credit score.
|
| 06/10/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My husband and I have lived in our house for 3 years and we asked Shellpoint Mortgage ( the current lien holder of our house to perform an appraisal, as we wanted to know how much equity we had in the house at current market value so that we can pay the difference to get it up to 20 % so that we no longer have to pay the PMI. The appraisal was done and we were charged XXXX The value of the appraisal was much lower than the amount on which the county was calculating our property taxes, so I asked for them to send me a copy of the appraisal so I could see where the discrepancy was. It took them nearly a month for us to receive this appraisal ( and I had to call several times to request it ). The appraisal finally came and my husband noticed that the square footage on the appraisal was XXXX, which was XXXX square feet lower than the XXXX that is on record with the county, which resulted in a valuation of our home that was {$10000.00} lower than it should have been ( assuming the same value/sq foot that the appraiser was using on the appraisal ). On XXXX XXXX, I called Shellpoint to request that the appraisal be corrected. Since then ( nearly 4 weeks ago ), I have been calling every few days to check on the status of the correction of the appraisal, and it seems things are not moving forward. They have had plenty of time to correct this straightforward error. Please help. Every month that passes that the appraisal is not corrected is costing us {$170.00} in PMI.
|
| 11/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
For the past year, my attorney and I have been able to somehow succeed with a mortgage modification through or with Shellpoint mortgage services. The modification should have been finalized in XX/XX/2019? However! I have little to nothing provided to me via Shellpoint reflecting the finalization. Unfortunately as of XX/XX/2019 I have yet to receive the new modification agreement! However the expectation to continue my over inflated payments has not stopped, and although my mortgage is now " supposedly '' brought current, I'm still dealing with a debt collection agency being " Shellpoint ''!? I'm now being told that I'm 1 month behind in payments and that on XX/XX/2019 an attempted account withdrawal by Shellpoint had been denied. Well, there was enough to cover the transaction on the date indicated, in the account assigned for the withdrawal. Also to further back my complaint, there is absolutely nothing showing within my account that would depict the failed attempt. No NSF notice from my bank, no call, email or mailing from Shellpoint. Nothing!!
Also, within the supposed modification agreement, the new rate of interest being charged to me is a whopping 5.75 %! In a current market where mortgage rates are being written at 3.5 % or less I find the 5.75 % rate to be unsettling and unjustified. We have also received notice the case hads been dismissed in it's entirety without prejudice. However! There is no case docket listed within the county clerks records?
|
| 02/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I was offered a short sale from the previous servicer XXXX XXXX on XX/XX/XXXX in the amount of {$230000.00} The short sale was approved and ready to close by XX/XX/XXXX.
The servicing of my loan changed to XXXX XXXX XXXX XXXX on XX/XX/XXXX and the new servicer failed to honor the previous servicers approval of a short sale.
I resubmitted said package to the new servicer Shellpoint Mortgage Servicing on or around XX/XX/XXXX.
However it appears that the servicer and their counsel were engaging in dual tracking in that while I was submitting documents to be approved for a short sale again by the new servicer Shellpoint, their counsel made an application for judgment and sale on or around XX/XX/XXXX.
The servicer received judgment and sale on XX/XX/XXXX. I had been sent a notice of sale that my property is scheduled to go on sale on XX/XX/XXXX however at the time the sale date was scheduled I had not received a notice as to whether my new request for a short sale had been accepted or denied or an explanation as to why the previous short sale was not honored before the deadline to close expired.
I petition the court to stop the sale which was granted and sent the servicer a qualified written request asking why the short sale from the previous servicer was revoked before the timeframe to close expired and also for the NPV analysis used to deny my shortsale in a letter dated XX/XX/XXXX which was sent to my mail on XX/XX/XXXX and received by XX/XX/XXXX.
|
| 07/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I've been disputing fraud accounts on my credit report since XX/XX/2020. I keep sending multiple sets of letters to the bureaus and the creditors so the excuse of " we didn't get it '' doesn't happen. Furthermore, each letter is certified mail with tracking and each letter shows signed and delivered and yet the bureaus are still not taking any actions. The accounts are not showing in dispute nor are they removed from my report. The accounts always show up with different name variations and different account number variations and yet the bureaus seem to ignore the trend and let these fraud accounts affect my credit score. I have requested the investigation to be initiated and also verifiable proof to be submitted should the account claim to be mine. Not only have I not received any mail showing the verifiable proofs needed to justify the accounts to be on my report, I haven't even received any letters at all stating the investigations have begun. Per the FCRA and federal law, the process is supposed to be 30 days. 375 days later, I'm still here shelling out money for certified mail with no end in sight and no results to show. This is my last option before I take this up with my lawyers and sue for full compensations and damages incurred. Finally, it seems that when these complaints are submitted, the bureaus are using the excuse that they " can't confirm my identity '' to get away with taking no actions on my credit report. Please investigate this as well.
|
| 12/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have been overcharged for escrow for several years. As a surving spouse of a XXXX XXXX I receive exemption from property taxes. Due to the incorrect tax amount approx. XXXX a month I was assessed on my monthly mortgage I became delinquent. I worked with my local tax assessors office to get there records to reflect my VA exemption then I provided the new bill to XXXX. Yet I continue to be charged monthly for a tax allocation. For over a year I sent paperwork requesting assistance. I asked to have some type of plan to pay back the correct amount due over time or put toward the end of the loan. I wa denied the only option I was given was to surrender my house.
Currently I am in foreclosure. I have lived in my home for 26 years and want to remain here. The original mortgage servicer was XXXX this company had me send thousands of documents over 18 months worth. After continuous prolonging XXXX was replaced by Shellpoint they determined I did not qualify for any modification or payback program because my payment would have to be reduced once the program was over. I explained again to the new company Shellpoint that my monthly payment did not reflect the correct tax assessment and that alone would reduce my monthly payment. I have the income to pay but they want the entire balance even though the amount is incorrect. Shellpoint and XXXX have been negligent in servicing my loan. I want my mortgage taken out of Foreclosure and my tax removed from monthly bills.
|
| 03/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
THe property was foreclosed in XX/XX/XXXX by XXXX acting on behalf of XXXX XXXX XXXX. XXXX issued debt cancellation and a XXXX which was pocessed on my XXXX federal tax return.
Shellpoint Mortgage Servicing started " servicing '' this mortgage in XX/XX/XXXX and sent me several notices. I send them notification that there was no outstanding debt. They sent me documents during XXXX that were in error and admitted in a phone call in XXXX that I was not responsible for the debt. Subseqnently, in XXXX they sent a " corrected '' XXXX showing cancellation of debt in XXXX. This has been filed with IRS even though it is in error. I can not file my XXXX federal taxes until this is resolved. Shellpoint is NOT thoroughly investigating my claim that the debt was cancelled in XXXX.
I have contacted Shellpoint Mortgage Servicing by phone and by mail. On XX/XX/XXXX I received an email with two letters stating they are not in error. These letters are in error.
On XX/XX/XXXX, I spoke with XXXX who confirmed the cancellation of debt in XX/XX/XXXX.
They are sending me a copy of letter that explains this.
Somehow in XX/XX/XXXX a list of accounts was transferred from XXXX to Shellpoint and apparently my account was on the list in error.l Shellpoint reference number : XXXX XXXX reference number : XXXX Shellpoint Mortgaging has copies of all the relevant documention showing the XXXX foreclosure and XXXX. Attached is a complete history of the property mortgage activity.
|
| 09/11/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
My mortgage was sold to Resurgent Mortgage Servicing after I had refinanced my mortgage with Selene Finance in XXXX of 2013. The very first month they took over my mortgage, they increased my monthly payment over {$500.00}. This was what they said was " their Fees ". I paid the first month of the higher payment and then consulted with an attorney. He sent them a letter, before anything was accomplished, Resurgent sold the mortgage again to Shellpoint Mortgage Servicing, which I found out is an affiliate of Resurgent. Again, my attorney contacted them ( Shellpoint ), and tried to get t situation resolved. I have not payed any mortgage payment since the first payment I had made to Resurgent. All Shellpoint wanted to do was to do a loan modification or a refinance. My original interest rate was aprox 2.8 %. They do not want to honor my mortgage agreement that I originally signed with XXXX XXXX. My attorney all of my original documents as far as the refinancing and has the correspondence to both Resurgent and Shellpont. My home is now being foreclosed upon and I do n't see how this can happen. It is my understanding that when a mortgage is sold, the buyer buys it " as is " and CAN NOT add fees or change the agreement any way unless the property taxes or insurance changes. I have saved all of the payments that should have been made, I just refuse to pay more than what my original mortgage agreement states. My attorney is XXXX XXXX and his email is XXXXXXXXXXXX
|
| 07/02/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
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My newly re-financed loan was bought and is now handled by Shellpoint Mortgage Servicing. I received a monthly statement that included nearly XXXX the regular amount charged for escrow. When I called to inquire, I was told that the escrow analysis did not exist yet and that the representative did not have information available to answer my questions. I was told that I would soon receive the escrow statement in the mail. This morning - more than a week after my XXXX call - I called again with the same inquiry. XXXX, I was told that the person I spoke with originally had NOT placed a request for an escrow analysis, but that the representative would initiate a request. When I told the representative that I needed information immediately as my payment was due, she told me she could not help. I asked to speak with a supervisor and my call was forwarded to someone 's voicemail. I called back, had a similar conversation with a different representative, and my call was forwarded to another voicemail.
There has been no increase in my taxes or insurance. While I understand that escrow shortfalls do happen from time-to-time, I am unaware of any legitimate reason why there should be a shortfall that amounts to almost an extra months ' payment.
I have now researched Shellpoint Mortgage Servicing and see that it is a regular practice of the company to seek additional funds PRIOR TO providing homeowners with information as to why the increase is legal and warranted.
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| 03/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My father passed away and left me as the successor of a trust. my older sibling had lived in the house since before my father died. He would not divulge any information about the lender of the mortgage of the house until the foreclosure was put on the door I tried to make a payment toShellpoint lenders to bring the mortgage payment current and was told I had to file a modification application to the mortgage and I did and was given a point person around XX/XX/XXXX and she was not available most times and almost never returned my calls. I was given a sale date of XX/XX/XXXX and submitted all the requested documents by XX/XX/XXXX I was told that everything went to the underwriter and the sale was placed on hold. But, on XX/XX/XXXX, at XXXX XXXX my house was sold and I was not notified. I was continually told that everything was with the underwriter until XX/XX/XXXX when I found out the notice of sale by the trustee was placed on the door on XX/XX/XXXX. when I called back and ask about the notice n the door I was then given the legal department and instructed to speak with the lawyers to speak with the point person I was given her voice mail and until today I still have not heard from her and can not speak with her. I had a representative from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX helping and keeping an account of the interaction. my representative from them was on the phone with me when they said that it went to the underwriter and it would stop the sale
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| 09/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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ShellPoint Mortgage Service Originally they told me they never received documentation for my home owners insurance. I contacted my HOA and they told me they already sent it in.
After a few weeks I get a final notice from ShellPoint that they have not received my documentation, so my HOA sends it in again.
Shellpoint then starts charging me private insurance because the " never received it '' raising my monthly bill to XXXX, previously XXXX give or take. After some lengthy phone calls they were able to find my proof of insurance. They told me the amount will be refunded and my monthlys would return to normal. They have not, they are still the same after the increase; for over 3 months now. When I asked them, they said it's because of a balance on my escrow account, which is only there because of them trying this scam me again the previous year with this same insurance ploy. They constantly transfer me to another department, only to be transferred back to the previous department. Communication with them is poor and frustrating. They put you on hold for 45 minutes, then say we need to transfer you to insurance department. When you finally speak to insurance department, they say they already updated your insurance information, then they transfer you to the payment department ; just to be told we haven't heard from the insurance department. I want what I'm supposed to pay, I'm tired of being overcharged for a service I do not require ; and have proven it.
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| 08/10/2021 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage was transferred to Shellpoint Servicing starting on XX/XX/2021.
My Loan Number is XXXX First Problem : On XX/XX/XXXX they conducted a Escrow Analysis and there was a surplus of {$1400.00}. That amount was deducted from my escrow account on XX/XX/2021. The escrow analysis statement indicating the that there was a surplus is dated XX/XX/2021. I was told by two representatives that the check was mailed out same day. I don't believe that to be true as it is unlikely they would mail a check the same day as the escrow analysis. Today is XX/XX/2021 and as of yet I have not received the surplus check. Tomorrow is 29 days since the account was analyzed and the surplus amount was deducted from account. Included is the monthly statement.
Problem Number 2 : As of yet this account is not being reported to the credit bureaus. We are 70 days into this. I see this is an ongoing issue with Shellpoint.
Problem number 3 : Shellpoint seems to be slow at things that benefit the consumer aleast they are very fast at things that benefit them. Within 30 days of being transferred I received a letter stating they did not have the HOA required insurance for the common area and they would be force placing the insurance the HOA is required to have. This would mean I am buying insurance for my neighbors house as well as the common area. I have since submitted the required documentation and we are all squared away but how is this practice legal especially in California?
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| 01/19/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American |
|
I need help and I don't know who to reach out to.
My problem is that every other month or I find that I am getting calls telling me that my account is past due - when it is not. I have always paid my mortgage in two payments and since I retired ( as a XXXX XXXX XXXXy XXXX ) my 1st partial payment is the last Wednesday ( i.e. XX/XX/XXXX ) of the previous for the next month ( i.e., XX/XX/XXXX ).
I received a very upsetting call today from someone ( a gentleman ) who was very obnoxious and insisted that I needed to pay my XXXX mortgage which includes late fees. After several attempts of explaining to this person that I don't have an outstanding balance due, I relented and said that if need be I would take this up with Consumer protection, he told me that I didn't know what I was talking about and that he was looking at my account, I said I too am looking at both the mortgage and bank statements and that I needed to explain -- he cut me off and said I'm not going to argue with you and hung up I have attached my bank statements commencing with XX/XX/XXXX to the end of XX/XX/XXXX, highlighting what each payment was for and when it was posted for NewRez. Also included are copies of upcoming payments for XX/XX/XXXX.
It's so confusing, it's like a shell game, I'm told that NewRez services the Mortgage for XXXX who as it turns out provide no assistance at all.
If you can't help me, can you please direct me to someone that can. I would be ever so grateful.
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| 06/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage loan was with XXXX XXXX with auto pay for monthly loan payment. On XX/XX/2022, XXXX XXXX informed me that the loan processor is changed and the new loan processor will be shellpoint financial and they will communicate with me, but I didnt get any notification from shellpoint financial with the new account information to make payment. I was under impression that the previous lender might have transferred all of my information until I received a certified email stating that I was behind on my payment.
As per the notification received by certified mail, I made payment on the same day and setup autopay for the future payments. The lender had multiple means to communicate with me like my home/cell phone numbers as well as my emails but I have never received any notification or voice message via those means and the lender reported me to credit report agency stating that I was late on payments.
I am meticulous with my finance and never been late in my payments. Your office can check my credit history and you will notice that I don't have any history of late payments.
During this era of communications they had all my information from the previous lender, how come they couldnt reach me through mail, email or phone call or text.It is the negligence on the part of the lender and I shouldnt be penalized for their mistake.
I firmly believe that it was the negligence or slackness on the part of lender to reach me and I shouldnt be penalized for it.
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| 04/14/2020 |
Yes |
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- Trouble during payment process
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Web |
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I am having issues with New Rez Mortgage group. My mortgage was bought by New Rez from XXXX XXXX XXXX in XXXX. In XXXX I received a call from the county in which I lived, stating that I had not paid my property taxes. I went to my new mortgage company ( New Rez ) and explained to them that I pay my taxes every month with my house payment and they in turn payed my taxes. On Monday XX/XX/XXXX I went to pay my mortgage and it increased from {$1400.00} to {$1600.00} which is a {$190.00} difference. I contacted New Rez and they are telling that I was issued a check out of my escrow on XX/XX/XXXX in the amount of {$1100.00} which I was. I immediately called them and told them that I received funds and asked why. They told me that I had over paid my escrow account and that no other action needed to be taking ( i was told this phone call was recorded ). Fast forward to XX/XX/XXXX and they are now telling me I owe this money back. Again which is fine I understand, I offered to pay the total amount back on XX/XX/XXXX to get my payment back to the original amount and they are now telling me that I owe {$2000.00} to get my escrow back to the correct amount. I don't know where the extra money is coming from and find it hard to believe anything anyone there says. I do not want to pay my mortgage until this issue is resolved in fear that if I pay it, it will seem as if I agree with what is going on. I have never experienced this with any mortgage company in the past.
|
| 08/04/2015 |
Yes |
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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I contacted Shellpoint Mortgage Servicing to get a written statement of debt so I could pay it off. The debt was a result of a real estate short sale in XXXX. The HUD agreement was {$5000.00} to include an initial payment of {$2000.00} at closing from the bank and I would make XXXX payments of {$49.00}.
Resurgent Mortgage sold their debt to Shellpoint Mortage Servicing in XXXX. At this time, it seems they failed to include important information regarding their agreement with me and the terms of the settlement.
I contacted Shellpoint in XXXX of this year, XXXX. My intention was to pay off the debt. According to my calculations, I should only owe around {$1000.00}.
I was told that I owed over {$17000.00}. I explained the situation, even sending them the original Settlement statement and 2 years of bank statements showing payment history.
For the last 3 months I have been calling and attempting to get a settlement statement. I talk to someone different each time and they assure me that I will receive the amount in 5 days. The last call was made on XXXX XXXX, XXXX and the CS agent told me my balance was {$960.00}.
Today is XXXX XXXX which is 9 business days from the last request. The " new '' person I talked to began with the same amount due of {$17000.00}. When he finally looked at the note from XXXX/XXXX/XXXX, he told me that nothing had been done around my request for a settlement statement. At that point, I asked to be transferred to a supervisor.
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| 09/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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NewRez, Shellpoint Mortgage Servicing paid XXXX County Tax Commissioner for XXXX for property located at XXXX XXXX XXXX XXXX, XXXX, GA XXXX. The payment was made in error because, as the new owner at XX/XX/XXXX, XXXX County created an updated bill with extended due dates. I have attached the tax history.
Because NewRez mistakenly made this payment they put my principal and interest loan into escrow. They also increased my p & I loan of {$1300.00} to {$1900.00} now including XX/XX/XXXX of the previous homeowners property bill.
My actual bill is based on homestead, and is {$1000.00} less than what NewRez calculated.
With that said, I have already paid my XXXX taxes first installment of 2 to the tax Commissioner in the amount of {$1800.00} on XX/XX/XXXX.
NewRez has been putting my monthly payment in a suspense account, which shows me as delinquent. They won't take me out of escrow because they've created a delinquency on my loan. I have always paid early.
Now NewRez has placed me in loss mitigation until I pay back escrow of {$3000.00}.
I have talked to customer service folks, loss mitigation, and the escrow departments since XX/XX/XXXX, to get my payment back to p & I of {$1300.00} as it should be since closing on this loan back on XX/XX/XXXX.
I can not pay the higher escrow payment for property taxes since I've paid my taxes on time as the attachment will show.
I hope you will assist me in this problem.
XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX
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| 03/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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NewRez began servicing this loan on XX/XX/XXXX, assuming this role from XXXX. In this process NewRez has been negligent in transferring information financial associated with this loan.
Documentation for current Homeowners Insurance was not reflected on my account. This resulted in NewRez purchasing a policy on my behalf.Escrow analysis is incorrect and NewRez is lax is having it corrected. The result of this is a {$220.00} increase in my monthly payment.
I have completed my due diligence in correcting these issues : Proof of policy was uploaded to the proper website.The escrow miscalculation was reported on XX/XX/XXXX.
Despite my attempts to rectify the manners NewRez has been slow to respond and has yet to attempt to correct the problems. According to my XX/XX/XXXX phone call, NewRez personnel didn't initiate the repair process until XX/XX/XXXX ( 5 days after my initial report ). Personnel were unable to tell me when these problems would be corrected, only that a letter had been sent to me.
Currently, I have received 2 generic form-letters stating that they are working to gather information.
I made a XXXX mortgage payment by standard check in the amount I calculated to be correct. This payment has cleared the bank but as of XX/XX/XXXX is not reflected online. I have made several phone calls, waiting on hold in excess of 20 minutes.
I emailed NewRez on XX/XX/XXXX with no response and then faxed them the same correspondence on XX/XX/XXXX.
|
| 04/10/2019 |
Yes |
- Debt collection
- Mortgage debt
|
- Threatened to contact someone or share information improperly
- Talked to a third-party about your debt
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|
Web |
Older American |
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On XX/XX/2019 I was informed by my tenant and then verified by the US Postal Office that XXXX XXXX XXXX XXXX and all previous Trustees have been illegally sending my personal financial information to a Mrs. XXXX located at XXXX WA XXXX.
We have checked and verified with the postal service that this has been occurring for a few years now, even before XXXX XXXX XXXX XXXX was called XXXX XXXX etc ... so this company has been sending my private information out to this party ( XXXX XXXX ) and who knows whom else for years now and I am demanding that this privacy breech stop NOW!
Ms XXXX has also verified that she has been receiving our personal financial documents, letters, Notices etc for years as well!
She has used and is currently using my personal financial information to interfere with my landlord/tenant business relationship as well as harass and intimidate me and my tenants in order to get me to walk away from a modification so she can purchase my property at a foreclosure sale for a cheap price! The illegal actions of both Shellpoint Mortgage Servicing and their trustees have caused me severe financial difficulties and now I am facing a XX/XX/2019 sale date in order to go through with Ms XXXX threats as she is working with these companies to interfere with my legal rights for a modification. This person is a licensed real estate agent and should also be held to state and federal laws that are being broken to commit these fraudulent crimes!
|
| 12/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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The purpose of this email is to inquire about a decision that was communicated to me by the servicer of my mortgage loan. My husband and I fell upon a temporary hardship and sought the assistance of Shellpoint MTG. We were mailed information about a Modification. Our hardship was temporary however impacted our lives financially causing the mortgage to fall behind. After submitting all the necessary documents we were advised by our single point of contact : XXXX XXXX that underwriting would review and make a decision within 10-14 days. On Wednesday XX/XX/18 I received a phone call from the POC and was advised that the modification was denied. Reason : The investor ( XXXX XXXX XXXX XXXX ) does not accept Modifications. She indicated the decision was not up to shellpoint MTG but up to XXXX XXXX XXXX XXXX. In doing my research I obtained your information to contact the bank and speak to someone about the determination, only to hear a recording that indicates the investor has nothing to do with the decision to modify the loan and that the decision was up to the servicer.
There seems to be a miscommunication or lack of understanding and I would like nothing more than to resolve this matter. Please review and assist.
Mortgage Servicer : SHELLPOINT MTG Loan # XXXX Property Address : XXXX XXXX XXXX, XXXX NJ XXXX Point of Contact : XXXX XXXX : XXXX Mortgage : XXXX XXXX Deed : XXXX XXXX / XXXX XXXX The property is occupied by my husband & I and our kids
|
| 06/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
I applied for a loan modification 37 days prior to a XX/XX/2018 foreclosure sale date - I demanded that the sale date be cancelled according to the dual tracking clause on the regulation x law- Shellpoint did not do that. Mid XXXX I was notified that a modification had been approved and the sale date placed on hold. I accepted the modification with 3 trial payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Shellpoint has reset another foreclosure sale date of XX/XX/2018 even though a modification has been approved and I am planning to pay in XXXX. So far my home was advertised 4 weeks in XXXX and now is being advertised 4 weeks in XXXX even though I have been given a modification. According to Shellpoint s letter which stated they would not do same. Also according to their letter, the first payment is due XX/XX/XXXX, and if not paid by the end of XXXX, the modification would be cancelled. that means that I can actually pay on XX/XX/XXXX. I do not trust Shellpoint with a foreclosure sale date of XX/XX/XXXX. With those terms they may reset another foreclosure sale date in XXXX, and XXXX advertising my home another 4 weeks each month - that could be a total of 16 weeks falsely advertising my home with foreclosure sale dates while I am making payments. I believe this is illegal and have spoken to an attorney - it is very stressful for me to face this type of illegal action. I am Demanding that XXXX be honorable and cancel the XX/XX/XXXX sale date
|
| 05/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I put down more than $ XXXX on my home ; in just about 8 years i never missed a single mortgage payment and in XXXX upon the death of my 45 year-old husband, Ditech locked me out of my on-line payment platform. with constant phone calls to Ditech, I was repeatedly told that they did it for my own good so that i could qualify for a loan modification.
I repeatedly told Ditech that i did not want nor need nor request a loan modification but they would not allow me to pay my mortgage. in XXXX they advised that unless i made a lump-sum payment of more than $ XXXX, they would foreclose. they would not ( and still have not ) provided me with any type of accounting and would not inform me as to how they arrived at the figure of more than $ XXXX.
I hired an attorney in XXXX of XXXX to pay them the extorted amount - $ XXXX and Ditech then allowed me back into my on-line payment platform. they still would not provide me any accounting. I resumed making my mortgage payment for almost 2 years when Ditech, again and for no apparent reason, locked me out of my on-line payment platform.
repeated calls to Ditech became an almost full time job ; wherein they continued to tell me that the lock-out was for my own good so that i could qualify for a loan modification that i did not want nor need nor request.
in XXXX Ditech, a loan servicer with no lawful ability to foreclose in the commonwealth of MA, succeeded in railroading me into an unlawful foreclosure.
|
| 02/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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About a year ago NewRez misapplied one of my payments. It took weekly calls for about 2 months to get them to realize the issue was on their end, fix the payment issues and remove the late fees. Now I am trying to refinance my loan and have discovered that I also have late payments on my credit report related to this issue. I have been attempting to get NewRez to fix the late payments on my credit reports with the credit bureaus for over a month. Thus far, I have gotten no useful information from NewRez Customer Support during any of my repeated calls to fix my credit report. Many times the responses have been contradictory to information I have been given in previous calls. In my most recent attempt, New Rez Customer Service told me I need to speak with Loan Servicing but Loan Servicing does not have a phone and will not contact me. ( I know, right? ). I had been told in previous calls that my issue was being worked and was in a pending state. When I asked what the case/ticket/reference number for my issue was I told there was no tracking number that I could refer to ( not like it matters, I guess, since I can not contact loan servicing and they will not contact me ). Other than having the misfortune of having NewRez purchase my loan, I have done nothing wrong but I have wasted numerous hours trying to get NewRez to fix their own internal issues. Now I am also wasting money waiting for NewRez to fix my credit score so I can refinance the loan.
|
| 02/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Mortgage company made an encoding error with my XXXX payment and only validated my check for only {$110.00} when I wrote in the line amount {$1100.00}. They called me on XX/XX/XXXX telling me I was late on my mortgage payment. So I made a payment over the phone with them for {$1000.00}. Which was paid via ACH, but on XX/XX/2020 they had debited my account another {$1000.00} for the encoding error that they promised was fixed with the payment made via telephone. I reached out to New Rez on XX/XX/XXXX with a Branch Manager from my bank and I was told it would be refunded back to my checking account in 7-10 business days. Nothing ever came about so I came back into my Bank to have another Manager help me contact New Rez on XX/XX/XXXX were told that the funds would be expedited and put back into my account next business day. Nothing was refunded, So I went back to my bank on XX/XX/XXXX and had another Branch Manager Call with me and he typed up a letter and faxed it to XXXX XXXX he assured the money would be put back into my account in 3-5 days along with {$630.00} worth of fees they owed me. I am not back at the bank on XX/XX/2020 and still have not received funds back. I am on social security with limited income and was without money for multiple weeks because of this mortgage companies errors. My manager advised me submitting a claim with the CFBP and for you to also check to make sure I was not reported late on my credit because of their error.
|
| 07/05/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
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On XX/XX/19 a company named Shellpoint, address XXXX XXXX XXXX. XXXX . XXXX XXXX, SC XXXX XXXX, filed a foreclosure against me on property in Florida that I do not have any ownership in. They also reported the foreclosure to the credit reporting agencies and at least 2 show the foreclosure on their reports, they are XXXX and XXXX. Although I am still showing a very good FICO score, approximately 800, the reporting of the foreclosure is causing harm to my ability to access credit markets. Even though the foreclosure documents that I am going to upload at the end of this report reference an overdue loan the filing is only a foreclosure. I suspect this is because the note they reference is 8-10 years old and well past the statute of limitations. Shellpoint has be made aware of all of this by my attorneys and have not removed the reporting. In addition I have filed disputes with XXXX ( confirmation # XXXX ) and XXXX ( report # XXXX ) and they have not removed the reporting either.
Shellpoint 's dispute is with the current owners of the property and not me. Additionally if they can not show documentation that I own the property ( which I don't ) they should immediately drop the foreclosure proceedings and amend their reporting to the credit agencies. Absent that, the credit reporting agencies should demand that Shellpoint produce documents showing that I own the property and if they can't the agencies should remove the adverse reporting themselves.
|
| 05/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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|
Goldman Sachs is the owner of my mortgage and XXXX XXXX XXXX is the servicer. My mortgage has been transferred 4 or more times over the course of 15 years and recently twice in one year. There is a lot of confusion in the validity of my promissory note. I have reviewed my original Mortgage documents including the original promissory note and modification agreement back in XXXX and XXXX. I recently received requested documents from XXXX and documents after a CFPB complaint and after careful review, I noticed that my original promissory note and permanent loan modification documents are not the same. Appears there documents have been altered or tampered with question the validity of my promissory note and modification agreement in XXXX. The correction of my name without my acknowledgment or initials. The notarizing of the documents without my presence. Most Importantly the unfair terms in the entire note and agreement including interest rate renders the promissory note simply invalid. This was during the time of predatory lending right before the housing crisis and bailouts. Lending practices were being violated resulting in invalid promissory notes and mortgages. I would like for Goldman Sachs and XXXX XXXX XXXX to recognize the abuse and unfairness of the agreement and render the promissory note invalid. If we can not come to an agreement of some sort that satisfying to both parties then I have not other recourse but to seek legal redress.
|
| 02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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|
It all started with a 47,000 heloc through XXXX XXXX XXXX XXXX that went in to foreclosure after I lost my husband in XX/XX/XXXX the loan was sold at XXXX XXXX XXXX trustee department for 112,000 the people who bought the second loan came to my home and said that they j ust purchased my home I asked if they bought the first also that was with XXXX at the time and they did not in XX/XX/XXXX I was evicted by XXXX XXXX still nothing more about my First mortgage in XXXX of XXXX I started getting foreclosure notifications from Shellpoint mortgage company I talked with them everywhere day the person who.bought the second heloc called a told me that I best sign the first mortgage over to him asap I did no such of a thing on XX/XX/XXXX XXXX or so I was talking to Shellpoint and they informed me that they received a third-party affidavit and said it was signed by me I replied that I would never sign something like that for XXXX XXXX XXXX XXXX XXXX I received a copy of the paperwork and someone forged my name and Social security number not once but twice and Shellpoint mortgage company acept it and let thing go threw with fraudulent paperwork I tried everything to get something done with this issue I filled a police report just in time for covid to start and my put way back in the trash can because nothing was done I even went to the police station and called nothing not right my name ad Social security was forged forgery is a crime and I want justice
|
| 12/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX, I emailed the Escalation Department about my 2nd Deferment and on XX/XX/XXXX, the response I received was unacceptable and irrelevant to my inquiry, in other words, the response omitted or did not mention details about the second deferment.
On XX/XX/XXXX I sent another email request to the Escalation Department regarding the 2nd deferment but that request has gone unanswered, so I am filing a complaint for assistance.
I was granted 2 deferments. The first was a ( verbal ) forbearance that converted into a deferment from XXXX, XXXX and XX/XX/XXXX.
The second deferment was in ( writing ) and signed by a Shellpoint officer. See attached. HOWEVER, THE SECOND WAS NEVER HONORED AND NO ONE HAS PROVIDED ANSWERS. I received a cover letter dated XX/XX/XXXX with an enclosed written deferment agreement dated XX/XX/XXXX XX/XX/XXXX. The cover letter stated that the deferment was granted but correspondence might not have been sent to me.
The written deferment agreement was signed and dated XX/XX/XXXX by Shellpoint Officer ( XXXX XXXX XXXX so why I was told on XX/XX/XXXX ( all calls into Shellpoint Servicing are recorded and I recorded calls too ) that I was not granted a second deferment and if payment is not made ( by the next day ) XX/XX/XXXX, that a late fee would be assessed and if no payment is received by the XXXX, then possible negative credit reporting, upon hearing this, I panicked, scrambled up a payment and made it online.
|
| 04/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Goldman Sachs is the owner of my mortgage and XXXX XXXX XXXX is the servicer. My mortgage has been transferred 4 or more times over the course of 15 years and recently twice in one year. There is a lot of confusion in the validity of my promissory note. I have reviewed my original Mortgage documents including the original promissory note and modification agreement back in XXXX and XXXX. I recently received requested documents from XXXX and documents after a CFPB complaint and after careful review, I noticed that my original promissory note and permanent loan modification documents are not the same. Appears there documents have been altered or tampered with question the validity of my promissory note and modification agreement in XXXX. The correction of my name without my acknowledgment or initials. The notarizing of the documents without my presence. Most Importantly the unfair terms in the entire note and agreement including interest rate renders the promissory note simply invalid. This was during the time of predatory lending right before the housing crisis and bailouts. Lending practices were being violated resulting in invalid promissory notes and mortgages. I would like for Goldman Sachs and XXXX XXXX XXXX to recognize the abuse and unfairness of the agreement and render the promissory note invalid. If we can not come to an agreement of some sort that satisfying to both parties then I have not other recourse but to seek legal redress.
|
| 01/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
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My mortgage was transferred in XXXX and did not receive notice until about XX/XX/XXXX when I got a letter in the mail about the transfer. I signed in to create an online profile, however, I was unable to make any online payments at that time. I owed for XXXX and XXXX at that point. I sent a check on XX/XX/XXXX that covered the XXXX payment and more than half of XXXX payment. That check was credited to my account 3 days after I sent it. The following month, I sent another check covering the rest of XXXX and XXXX on XX/XX/XXXX ( still not allowed to make online payments ) and that check was held by the company for over a week before being cashed. Because they held onto to my check and took over a week to credit to my account, I was reported late to the credit bureau. I've spoken to Shellpoint, explaining to them that being a new customer, being denied access to pay online, my only option to pay was sending a check to pay my mortgage. They refused to correct the reporting. I asked if there was detail on when my check was received and was told the only records is when the check was cashed. Had I been able to pay online, I would have and avoided this entire mess. I made sure to mail the payment so they would receive it on time and based on how quickly they cashed the first check, there was no reason for me to believe it would take so long to process the 2nd check I sent. I know in my gut my payment was not late. But they reported me late anyway.
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| 08/31/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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Error Resolution RequestI made a {$10000.00} payment in XXXX 2015 and per XXXX XXXX of Shellpoint, this payment was not credited until XXXX XXXX 2015. Shellpoint has failed to explain to me why the delay in timely crediting my XXXX repayment plan payment? They refused to give me anything in writing to support I was actually in a repayment plan.
Monthly Mortgage StatementShellpoint has failed and refused to send me any monthly mortgage statements since XXXX 2015 to which CH of Shellpoint said on XXXX/XXXX/2015 at XXXX PST " we do not send monthly mortgage statements on severely delinquent accounts ''. Please immediately provide me with each of the following monthly mortgage statements and show me any regulatory instructions that Shellpoint can refuse to provide monthly mortgage statements.
Monthly Mortgage Statement Demand for XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015 ; XXXX 2015. Per Regulation X Part 1026 ( e ) - 1026.41, you are required to provide me with a periodic billing statements.
Demand for Payoff amount good through end of XXXX 2015.
Request to postpone foreclosure saleAs I notified CH of Shellpoint we have received a full price offer which will satisfy the entire debt on this loan. We respectfully requested a 30 day postponement of the scheduled foreclosure sale to finalize this sale and we have not been given any assistance, nor did they even ask for a copy of the purchase agreement..
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| 06/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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As of today, XX/XX/XXXX, two mortgage servicer companies ( Shellpoint LLXXXX, XXXX New Penn Financial, XXXX NewRez Mortgage LLC ) and ( XXXX XXXX, under XXXX XXXX XXXX XXXX XXXX have been falsely claiming that our mortgage is several thousand dollars past due. In early XXXX, Shellpoint reached out to us and fraudulently claimed that the mortgage was several XXXX dollars in deficit, indicative of several missed monthly payments. No such debt was accrued, and this information is inaccurate at best, fraudulent at worst. In addition, Shellpoint continuously denied checks for payment, sending them back AFTER cashing them and not applying the amount on the check to the mortgage- we suspect this was done deliberately in order to set us up for foreclosure.
Multiple times, we have demanded Shellpoint and XXXX XXXX correct these mistakes in keeping with federal mortgage laws, and multiple times, both companies have failed/refused to correct the information. As of today, XX/XX/XXXX, two notes of proof in the form of certified mail receipt are available to prove this. Any attempt to communicate by phone or email has ended in the phone call being terminated or email chain going dead.
This is nothing less than an illegal takeover of our home. We have attorney representation. A prior attorney, in his own words, to the best of my memory, stated that it was the most ridiculous case of mismanagement or negligence in mortgage servicing he had ever seen.
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| 10/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom It May Concern, I have proof from my banking institution that my mortgage holders successfully received every payment in full through to this date. When the previous mortgage company, XXXX XXXX, changed hands to Shellpoint, my ongoing problem began on XX/XX/XXXX.
Shellpoint has consistently, month after month, claimed I was a month behind in my mortgage payments, charging me a late fee and affecting my credit. I have regularly called and written to Shellpoint to provide adequate proof of every payment they have questioned thus far. Shellpoint never assigned a solitary account representative to work with me to see this through to a resolution. The response is always, if you have any further questions, feel free to reach out to us.
In our last communication dated XX/XX/XXXX, Shellpoint responded : that they rectified the XXXX payment in question, but now XX/XX/XXXX, was made in short, which is not the case. This situation has been ongoing for over a year now. I can not continue to go through this anymore. Shellpoint continues to give me the runaround. Shellpoint has yet to claim the missing payment ( since there isn't one ) but continues to charge me late fees. I made all of my mortgage payments on time.
Regarding the XX/XX/XXXX payment that I made to XXXX XXXX, I sent a partial payment to match the funds in my Suspense account. In XXXX, the following statement from XXXX XXXX showed the XXXX payment I made was payment in full.
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| 10/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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On account ref # XXXX Shellpoint : Stole money from our bank account ; Lied to us about how it was stolen ; Lied about how long it would take for our bank to reverse the charges ; Either lied about " anyone on the phone '' being able to stop our withdrawal from our account or withdrew money from our account without authorization ; Inaccurately issued an ( unnecessary ) refund check to us ; Told us upon our inquiry that our account was not in default and that we shouldn't cash this check ; erroniously reported us as having missed a payment to the credit ratings agencies, being " in default '' ; Never told us that they'd reported us in default or had considered us in default ; Either the check they sent us was a cashier 's check, in which case they just threw away money when they told us not to do anything with it OR lied to us when they told us it had been a cashier 's check ; Still refuse to admit that our credit was damaged because of an accounting error generated by a mix of their own incompetence and dishonesty and our attempts to have our bank stop them from stealing from us when, do to their unresponsiveness, we had no indication we'd ever get our money back ( > {$4200.00} ) ; Continue to refer to only one of MANY phone call transcripts, one which they think somehow clears them even though it also proves their dishonesty or incompetence ; Continue to insist they did nothing wrong because they are either dishonest, incompetent or both
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| 03/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This is regarding a new loan which closed on XX/XX/XXXX.
The mortgage company, Shellpoint, has incorrectly set up the amounts in their system and continue to tell us we are past due, even though we have made every payment in full and early.
The first payment of {$7600.00} was due on XX/XX/XXXX ( paid and cleared our account on XX/XX/XXXX ). Payments as per the legal closing documents are {$7500.00} interest plus {$120.00} escrow. Shellpoint has documents online showing the payment is to be that amount.
Shellpoint set up the mortgage payment incorrectly in their system, although they told me on XX/XX/XXXX that it would be corrected within 2 weeks it is still not correct.
I contacted them numerous times via phone and email and have spent HOURS trying to get them to correct their system.
We have paid our payments EARLY each month : XXXX cleared our account XX/XX/XXXX for the XX/XX/XXXX payment XXXX cleared our account XX/XX/XXXX for the XX/XX/XXXX payment XXXX cleared our account XX/XX/XXXX for the XX/XX/XXXX payment XXXX cleared our account on XX/XX/XXXX for the XX/XX/XXXX payment We received a letter in the mail this week dated XX/XX/XXXX stating that we were past due on the XX/XX/XXXX payment by {$1000.00}. We received a letter via email dated XX/XX/XXXX stating that we owed an additional {$660.00} for theXX/XX/XXXX payment ( which was paid in full ).
I have contacted them on the phone : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
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| 07/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Shellpoint Mortgage Servicing is mailing my monthly statements to another address. I have contacted them twice and was told the mailing address in their system is correct, but the 3rd party vendor they use to send the billing statements obtains mailing addresses from the USPS and the error is in their database and Shellpoint is unable to correct this. This is unacceptable, it is not my fault USPS has a different address for me, and I have not been provided information on how to fix this other than to contact the USPS. This is a violation of TILA, and Shellpoint is knowingly allowing a 3rd party billing statement vendor to override what they tell them my mailing address is and allowing the vendor to send my personal private information to another address I have never lived at. They have no manual override process to stop this. This is now a violation of TILA as I am not receiving my monthly statements as requested, and GLBA as my Personal Identifiable Information it knowingly being sent to an address Shellpoint KNOWS is not my address in spite of asking them to correct this. I am demanding my billing address be updated in whatever database their 3rd party vendor is using, a list and copy of all documents not sent to my XXXX address and a year of credit protection to ensure my personal information is not used. I am seeking {$400.00} for each statement not mailed to my XXXX address for knowingly and willfully violating my rights under TILA
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| 01/29/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I need your help negotiating with a mortgage company engaged in what I believe is deceptive practices. Let me briefly describe the situation. My wife and I have been devastated within the last 8 years by the loss of both sets of our parents to XXXX, as we were their primary care takers. Shortly after my wife battled XXXX XXXX and just recently went into XXXX. Coupled that with the cost associated with graduating two children from XXXX XXXX, and XXXX XXXX Universities. In addition to her receiving her XXXX 's and me a XXXX XXXX and we still have our youngest son scheduled to graduate from XXXX University in XXXX
After enduring tremendous hardships, financial burdens and Covid -19 we went into foreclosure. But, we were financially able purchase home before auction in XXXX. But, in what I believe to be deceptive practices by the mortgage company. To steal our home we owe {$160000.00} on a {$280000.00} loan they switched mortgage companies at least three times. Each time not taking calls or returning emails. Finally, I was able to explain to the Judge at the last hearing how evasive they have been and she saw fit not confirm the sale of my home back to the same bank and gave me 60 days to negotiate with the bank. Now I'm still getting the run around from the law firm and the bank about starting negotiations. Meanwhile, I have a verified mortgage approval letter in hand. I want to schedule a meeting asap.
Regards, XXXX XXXX ( XXXX ) XXXX
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| 04/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I tried to refinance my home loan taking advantage of the lower interest rates out there. I used my own mortgage company ( NewRez ) to refinance my loan. Since I started the process its been a nightmare. Lock of information, not returning my calls or emails to answer any concern or question. Also I want to speak my native language because I feel more comfortable and the representative from Newrez refused to speak with me in my native language even though she admitted to speak my own language. Asking me for information already submitted. Blocking me to speak with a supervisor. I requested to speak with a supervisor a month ago and til todays date no answer. I was told the process would be fast since I provide everything. It has two weeks in underwriter and no response. The loan processor refused to transfer my emails ( complains ) because she said she dont have control or jurisdiction. At the beginning I told them that I didnt want to have same loan officer but same loan officer continue calling me. This loan officer didnt take the time to look fir my submitted information. One time I have to insisted that I sent my documents and finally she checked the spam and my documents were there. She had excuses saying she have many loans in process. I feel discriminated and I think they dont want to give me the locked interest rate because I have a good credit score. They offered me 1.99 %. They just prolonging the time to make me to apply again.
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| 06/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I XXXX XXXX have been trying to modified with my Lender in which before it was with XXXX XXXX XXXX and then got transfer to Shellpoint Mortgage Servicing. I have been denied several times due to lack of financial income. I resubmitted again with new financials and still I got denied again but this time I was denied due to Value of my Property. Shellpoint is stating that I have value in my property and that information is incorrect. I received an NPV report in XX/XX/2018 and I send this information to XXXX a nonprofit organization and they advised me that this report is stating that I have Equity and that I am not delinquent. This information is not accurate. I do not have Equity, I owed more than what is valued and I am over {$100000.00} delinquent with my mortgage payments. Please read the NPV report and help my understand why Shellpoint is stating I have Equity and that is why I got denied plus it states I am not Delinquent. I very worried that I lose my home, I have made all attempts to save my home but I get denied and I have been placed in Foreclosure several times in which I had been forced to file Bankruptcy to protect my property. I am enclosing a copy of Shellpoint NPV Report, Shellpoint Exterior Appraisal, Mortgage Statement and my own Appraisal Report in which I had to pay to dispute that my home does not have Equity. Please need your help, I am seeking help to keep my home and that Shellpoint find a workout solution for me.
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| 09/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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My loan was sold to Newrez. They have lost paperwork including proof of insurance from my original mortgage company. Lost paperwork that they later " found '', and have on more that one occasion given me conflicting, or incorrect information that I honestly believe are 100 % lies. They have stated on more that one occasion they have sent me corespondance that I either never recieve or is recieved well after their contractual obligations to respond in a timely manner. They also do not send these letters in a manner that recieves a postmark making it hard to prove their lying difficult.
I have been trying for over 1 year to get PMI removed. They have 3+written requests requesting removal. They have lost one then later found it. They have told me my appraisal completed by a certified appraiser, from my previous lender are not sufficient. Have told me on numerous occasions they have sent me paperwork despite only receiving one copy after I called in and rerequested information This company is dishonest at its core. Their system by design or by an unnatural collective level of incompetence, drags out processes that cost the consumer more and benefit the lender. I have quslified for PMI removal for conservatively a year. Money I'm spending on PMI could be going towards principal. They however have dodged my requests lost paperwork or not responded at all to my requests.
I will tell everyone I know to never do business with this company.
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| 04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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Ref : Shellpoint Mortgage XXXX XXXX of the XXXX XXXX XXXX, NY XXXX Sirs ; Shellpoint Mortgage has modified the two way payment on their payment process web. This program was designed to increase the late fees and will not allow a regular two payment amount. I pay the total amount by the XXXX of each month. One payment on the first and the next on the XXXX.
This payment method has been used for years. The program only excepts full payment, principle payment and escrow payment in their new explanation of payment. On XX/XX/2021 the modification was found. I send {$780.00} on the first and {$780.00} on the XXXX. I can not send two payments as previously.
Shellpoint applies any payment prior to the XXXX to principle and will not apply the amount for payment on the mortgage. The only option a client has it to mail the two payments and post date the mail sent. Write on the back of the check to cash only on the first. Otherwise it will not apply for payment and a letter of payment due is sent and added to the new statement.
They continue to message a Bankruptcy note and the XXXX has been over 2 years. I believe that we have a right to pay in 2 payments and the total amount in by the XXXX of each month. The late fee can not apply by paying this way. Shellpoint has found a way to remove this option and apply the late fees monthly. I need help and an inquire as to why a client can not pay the amount as previous for years.
Thank you very much
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| 05/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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I have held a mortgage with NewRez LLC for 5 years and have never been late on a single payment. NewRez purchased the loan from the bank that originated the mortgage.
I initiated a mortgage refinance with NewRez LLC on XX/XX/21. I completed the application process and uploaded all the required documents to the loan originator by XX/XX/21. The refinance has not progressed as one would expect. After 3 months without responses the loan processor has resubmitted the refinance to underwriting. The underwriters seem to be stalling the refinance by asking for irrelevant documents, as well as documents previously confirmed as received. I am unable to get responses from the loan processor or originator to my inquiries.
The biggest issue here is that NewRez LLC already holds the current mortgage for the property I am attempting to refinance. I am not borrowing any additional principal ; I am simply refinancing to take advantage of the lower mortgage rates. The difference in interest rates between the current and new mortgage is costing me {$300.00} per month which NewRez LLC is stalling to continue to collect from me.
It has become clear that Newrez is simply utilizing irrelevant and redundant document requests to delay and discourage me from refinancing this loan.
I have a high credit score, have not had any lapse, or change in employment or income in the last 5 years, and I am only refinancing half of the market value of the property
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| 10/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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COMPANY : SHELLPOINT/ACCT # XXXX On XX/XX/XXXX Shellpoint sent me letters stating that my flood insurance is inadequate, I called the company and told them they were in error and I also called my insurance agent Ms XXXX XXXX of XXXX XXXX phone # XXXX. I instructed her to provide Shellpoint with the necessary proof of insurance coverage since XXXX to present and she did.
on XX/XX/XXXX. XXXX I received a letter from shellpoint thanking me for providing acceptable policy for the referenced property. The also said and I quote " The policy you have submitted will replace the previous insurance information we have on record ''.
On XX/XX/XXXX I receive another letter stating the same as in their XX/XX/XXXX letter. On XX/XX/XXXX I again had my Insurance agent re-send my insurance documents as I did in XXXX.
I have since gotten letters XX/XX/XXXX and XX/XX/XXXX and XXXX stating erroneous claims that my hazard insurance has expired and that I do not have adequate flood insurance.
I have spoken to Ms XXXX, Supervisor who work for shellpoint ON XX/XX/XXXX and request that Shellpoint cease and desist sending me these harassing erroneous letters. I also requested that they not place a lender placed flood insurance policy on my loan as that would be fraudulent.
Shellppont IS BEING RAPACIOUS AND PREDATORY! and is sending harassing erroneous insurance claims to us.
Please assist with stopping this harassment. Thank you Sincerely XXXX XXXX
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| 02/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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The Mortgage provide Shellpoint is illegally/ intentionally bankrupting consumer I bought an investment property in Michigan , and I was informed that there was a XXXX XXXX on the property due to my tenants ' misbehave. I have retained an attorney immediately and informed the bank the XXXX XXXX is being removed ( please see attachment ) Then the bank has charged me many months of " litigation fee '' in sum of {$6800.00} without explanation. They continue to post " litigation fee '' on my account even after the XXXX XXXX was removed. Now I am forced to sell the property because I can not afford to make payments. The house has been under contracted and the TITLE SEARCH came back clean, yet the bank continues to charge me " litigation fee '' not to mention that my own attorney has taken care this matter months ago.
I am attaching the Release letter, clean title search, contract of sale of the property. Theres were another 2 houses involved in the incident, the other parties bank did not even charge a penny for such event, given the fact that the owners are also the victims of the incident and have retained attorney at their own cost.
Please have shellpoint explain 1 ) the break down of the litigation fee 2 ) what was done on the bank end to solve this matter 3 ) i am attaching everything my attorney has done, and the release letter he resolved 4 ) why do Shellpoint continue to charge " litigation fee '' even after the title is clear?
|
| 02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Shellpoint mortgage servicing XXXX XXXX XXXX XXXX, SC XXXX XXXX Shellpoint mortgage servicing applied late fees in XXXX of XXXX after sending a confirmation of payment being received on XXXX XXXX that the payment had posted. Confirmation number XXXX. The payment was not fully processed due to shellpoint incorrectly entering my bank information. I confirmed with my bank members XXXX XXXX XXXX XXXX, that it was not my account that caused the issue. Shellpoint never sent an email or any type of communication stating the payment did not clear. I called multiple times and after the third time made payment over the phone with a representative that finally went through on the XXXX of the month. I was also told i could not dispute late charges until the mortgage was brought current. This has been an ongoing problem with shellpoint for three months. I believe they purposely do not notify the mortgagee that a payment did not process in order to charge late fees. I disputed the charge as instructed and received a letter in the mail today dated XX/XX/2023 that my request was denied because I did not make the payment until XX/XX/XXXX. I made three attempts to pay the mortgage before the penalty date of XX/XX/XXXX. Each time I received confirmation that the payment was received. Never did I receive any notice that the payment did not process. I had to personally log into my online mortgage and bank account daily to see if the payment cleared.
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| 05/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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I have lived in my house since XX/XX/XXXX with no issues. Since XX/XX/XXXX, Shellpoint mortgage servicing has been charging me for insurance on the home which I have told them numerous times I already have insurance. I have called and emailed back and forth over 50 times in the last 14 months to no avail. I provided my homeowners insurance policy and the condo association insurance on the home but this has simply not been resolved. I have continued to make my regular mortgage payments before the XXXX of each month as agreed on my original mortgage contract but they keep claiming it is a partial payment until I pay the additional insurance which I have already purchased on my own. At first, they claimed the name was different and I provided proof of such, then they claimed not to receive my policy, so I emailed, faxed and had the insurance company fax, email and mail a copy of the insurance. At this point, 14months later, I simply do not know what else to do. Shellpoint is trying to bully me into purchasing an insurance I already have and incorrectly applying my mortgage payments in an attempt to foreclose on my home. I diligently make all my mortgage payments on time as I need a home for myself and my family. Please help. I am simply a small citizen going against a huge mortgage company that chooses to bully its mortgage holders. I have attached proof of communication as well as proof of insurance which they have a copy of as well.
|
| 12/10/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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To whom it may concern, Please let this letter serve as a complaint against Shellpoint Mortgage Servicing. Shellpoint is the mortgage servicer for our property located at XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX. Our account number at Shellpoint is XXXX. Our complaint is based on several factors including, but not limited to : 1. Failure to provide answers to written and/or oral requests for information. Shellpoint sends letters every few weeks assigning a different single point of contact for our mortgage, despite leaving voicemails and emails, our calls are not returned.
2. Failure to provide proof of an escrow payment. In XXXX 2017, Shellpoint claims to have made a tax payment to the county/town for approximately {$50000.00}. In XXXX they claim the payment was returned and issued a new payment. To date, the town has not received payment, nor has Shellpoint provided a canceled receipt for said payment.
3. Egregious errors in mortgage statements. We requested a payoff letter and reinstatement letter back in XXXX, 2017. The reinstatement letter which was only provided on XXXX XXXX, 2017 is {$200000.00} and XXXX higher than the payoff letters provided in XXXX 2017, then again in XXXX 2017 respectively. The reinstatement letter mirrors years of mortgage statements which have all seemed inaccurate. Once again, despite numerous attempts of contact, Shellpoint never addressed our concerns.
Thank you for your attention to this matter,
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| 10/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
Hello, Once a year there is a payment that is not received by the lender or the lender places insurance on the account and creates this cascading of events where the lender places insurance on the account or sends notices about missed payment ( s ). I will send payments or upload information and it never really rectifies the problem. There seems to be a personal attempt to ruin any attempts on my part to stay in compliance regarding my agreed upon requirements. This has been going on since XX/XX/XXXX with the transfer of my loan to XXXX XXXX up until this point with Shellpoint. It was during the beginning of XX/XX/XXXX, the harassment intensified with the allegation that I did not submit insurance documents and has not been resolved as of this date. The mortgage company never removed the insurance placed insurance off my account and the payments never resumed after multiple calls and email attempts which documentation was supplied. The mortgage amount is supposed to be {$1.00}, XXXX and it changed back to the correct amount in XXXX and XX/XX/XXXX after they agreed the information was received after essentially calling me a liar, just for a few months later for them to indicate it was not received. Earlier this year, they did not issue a payment voucher, although I submitted payment. XX/XX/XXXX, a payment was mailed and they refused to cash the payment and the payment for XXXX was receive based on my tracking information from XXXX.
|
| 03/10/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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|
There is a non-interest bearing principle amount of {$140000.00} on my statement that comes from a loan modification done in XX/XX/XXXX through XXXX XXXX. I have requested a breakdown of that number and how it was calculated on many occasions from XXXX/XXXX. XXXX with no real resolve. As of XX/XX/XXXX, the loan was no longer serviced by XXXX but Shellpoint Mortgage. On XX/XX/XXXX, I sent a request to Shellpoint asking for a breakdown of the non-interest bearing amount that was put on the back of the loan. I was specific in asking what portion were attorney fees and what attorney paid, missed payments, late fees etc ... I did not get a breakdown but they sent me the original modification documentation in which I already had and it does not outline any breakdown of that amount. The request was then forwarded to the Trustee, XXXX XXXX XXXX XXXX , XXXX and they responded on XX/XX/XXXX with sending an amortization schedule reflecting over the life of the loan.
I'm at a stopping point since I can't seem to get this information in which is a reasonable request and as a consumer that is required to pay this amount, I believe I should know exactly what the amount represents. An additional note is at the time I got behind in my mortgage, the back payments and fees would have been well below {$140000.00}. So I am concerned that perhaps there was an error in calculating the back amount and any type of fees associated with the modification.
|
| 03/10/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I accidentally made an over payment on XX/XX/2020. I called them right away on XX/XX/XXXX and was told they would refund the money and I would have it in 5 business days. Those days came and went. I have called every single day since XX/XX/XXXX for help on this. It takes about 27 minutes on average to reach customer service. From there they tell me they are going to speak to someone on my behalf. They put me on hold for an average of another 10 minutes. Then someone else comes on the line who has no idea what my issue is. Then they either accidentally ( wink wink ) hang up on me or they transfer me to someone else, and the merry-go-round continues. All I want to klnow is when if ever will I get a refund of my overpayment? They dont call me back ( Ive left 7 voicemails on their customer service line ) and their employees just fling my problem and request from one office to another. This has been the most horrific experience Ive ever had in my entire life with a company. It makes me physically ill that this is the company who owns my mortgage loan. When will I get the refund? I am overdrawn in my account now. When will I get communication? Its been 10 days with this issue. When will I get a call back on my 7 voicemails? When will I get someone, ANYONE, who cares about my situation??? I am at my wits end!!!!!!!!!!!!!!!!!!!!!! I am a veteran with a veteran home loan and this treatment isn't dignified for me or anyone else!!!!!!!!!!!
|
| 11/07/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
|
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Web |
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The years since my wife 's XXXX XXXX diagnosis and XXXX in XXXX have seen her lose her career, after which I became her primary caregiver. We declared bankruptcy, discharged the following XXXX, and eventually secured her XXXX federal XXXX benefits this year ( XXXX ).
As we prepared to sell our home last XXXX ( XXXX ) the head of our church congregation sent a {$700.00} mortgage payment for that month to XXXX of XXXX addresses listed on the bill. He chose the wrong address, and then sent XXXX payments ( {$1400.00} ) on XXXX check the following month ( XX/XX/XXXX ).
We closed on our home XX/XX/XXXX, paid off the mortage, and moved to XXXX, XXXX to find more affordable housing, Our latest bid for another home there was accepted last month ( XX/XX/XXXX ). Our closing date was set for XX/XX/XXXX, if I recall correctly.
On XX/XX/XXXX, our loan XXXX called to inform us that he could not proceed with the purchase of our new home ( now still under contract, by the grace of XXXX ) without resolving what was showing on our three credit reports as a 30-days late payment from our former lender, Shellpoint Mortgaging Services ( formerly NewRez ).
Shellpoint asked us to send a letter to resolve the problem. We overnighted that letter the same day ( XX/XX/XXXX ). We have had no word on their decision as yet. We have called at least three times. Anything you can do is appreciated.
XXXX XXXX XXXX ( fomerly XXXX XXXX XXXX until XXXX ).
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| 03/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My name is XXXX XXXX and my wife is XXXX XXXX, last XX/XX/2021 we purchased XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX a single family home for our primary residence with our XXXX children. At the time the monthly mortgage payment that the New Rez mortgage broker presented to us was $ XXXX. The mortgage broker did not include all of the insurance costs before closing so now our current mortgage payment is just below {$2000.00} a month. The error was that in NC they separate out wind/hurricane insurance from all other perils and you have two policies for one home. The broker took the cheaper of the two policies that were sent to her via email ( see attached documents ) and did not include the higher cost wind/hurricane insurance, and that is where the error occurred. I guess with the broker not working in NC and not being familiar with NC laws is the root cause.
We called New Rez, but they said there was nothing they could do, and expect us to pay for this error by their mortgage broker for the next 29 years at 3.5 % interest compounded. We are now filing this complaint in hopes that NewRez will work to make this right. I have below the contact information for the NewRez and the broker we worked with.
New Rez NMLS number is XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX # : XXXX | XXXX # : XXXX Licensed in multiple states XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, # XXXX, XXXX, XXXX XXXXXXXX XXXX : XXXX ( ext. XXXX ) | cell : XXXX fax : XXXX
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| 04/01/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My original mortgage holder was XXXX and they went into bankruptcy. As a result my load was moved to a second hand horrible company called newRez or Shellpoint Mortgage Services I am really unsure. Their phones all say they are a debt collector not a mortgage company. In XXXX XXXX stopped taking my payment and NewRez/Shellpoint was not taking payments until after XX/XX/XXXX. I received a notice of default and intent to accelerate on the XXXX of XXXX. I did not receive a bill, or any other form of communication from them until this. I immediately called and paid. Confirmation # XXXX I was told my account was in good standing and that i had 60 days before it would have been reported.
The next week I received a call from my assigned point of contact XXXX XXXX phone number XXXX ext. XXXX stating she needed to speak with me about my defaulting loan. I have tried numerous times to contact her and have not been able to. Today I received a certified letter stating " Notice of default and intent to accelerate '' I was unable to pay my mortgage to my old company and the new company was not taking my payment. Their online payment center has never operated correctly. This is now becoming harassment. I have called and spoken with 2 other agents who verified that the account was up to date and no past payments were due. I am not sure what to do from here but this is absolutely ridiculous. They need to leave me alone. They have their money.
|
| 02/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Lender-placed insurance is fraudulent. NewRez LLC sent notice via regular mail dated XX/XX/XXXX ( received on XX/XX/XXXX ) that it would be forcing lender-placed flood insurance on our co-op since we did not have flood insurance. This Notice staed there was a prior communication " last month, '' which was never received. Since I do not own any real property ( this is a cooperative apartment, wherein we own shares of stock in the corporation that owns the building ), we are not required to carry flood insurance as that is covered under the corporation 's policy. HISTORY : Insurance information was supplied previously in XXXX. We received a confirmation dated XX/XX/XXXX that our insurance documentation was complete. We then received the above notice on XX/XX/XXXX ( a non-business day ). I contacted counsel for the building 's managing agent on XX/XX/XXXX and XX/XX/XXXX to obtain the insurance certificate, which was provided to NewRez the same day via online upload and via hard copy from the managing agent ( XXXX XXXX XXXX XXXX ). On XX/XX/XXXX we received a notice dated XX/XX/XXXX stating that a lender-placed policy had been purchased, effect XX/XX/XXXX. This is outrageous. This is clearly an insurance scam. I have all the back.
Please also note we never applied for a mortgage with this company. Our small mortgage was originally with XXXX, who sold it to XXXX, which went bankrupt and I was forced into dealing with this company.
|
| 08/04/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I have been a client of Shellpoint Mortgage Servicing for many years, I have never had an issue arise through working with them. The reason I am submitting this complaint is because of a health crisis I had suffered which resulted in a late payment of my mortgage. On my credit report there is a late mark on XX/XX/2022 for account number XXXX. At the time I was diagnosed with XXXX and I had many serious health complications arise. Due to massive hospital bills and me being unable to work, I was late on this payment. This was during the time when everyone was getting the XXXX XXXX here in Florida and it hit me very hard. I have advised with an FCRA attorney regarding this incident and I was told that my rights are protected under the CARES act specifically section H.R. 748 -- 200 SEC. 4013. I have also included a copy of Section 4021 which protects my rights and from this reporting on my credit report during this period in my life. You have been notified, this late payment should not be reporting on my credit report. My attorney has advised me to write this complaint and if the late reporting is not removed for the month of XX/XX/2022 then my attorney has advised to potentially open a civil case. I appreciate everything Shellpoint has done for me and I consider myself a good customer as well. I hope Shellpoint is able to understand the hardship I have went through and remove the late payment from reporting on my credit reports.
|
| 08/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Received a letter from XXXX XXXX dated XX/XX/XXXX, informing me that our two mortgage loans were being sold to Shellpoint Mortgage Servicing and that payments due after XX/XX/XXXX, should be sent to Shellpoint.
I waited until the XXXX to hear from Shellpoint but received no further information. I called them on XX/XX/XXXX and was informed that I should wait until they send me their first monthly statement. They said we have a 60-day grace period to make payment due to the transfer of servicers.
On XX/XX/XXXX, I received a letter from XXXX XXXX with no return address or other contact information. This letter told me to make the mortgage payment to XXXX XXXX and further, said, PLEASE DO NOT MAKE PAYMENTS TO THE NEW CREDTOR. I immediately paid XXXX XXXX electronically, for both loans.
On XX/XX/XXXX, XXXX XXXX returned on payment of {$1800.00} XX/XX/XXXX email today, I received an email from Shellpoint saying they have no record of my payment for loan # XXXX. There was no further information as to what property it related to or, how much I owed. I tried several times, to call Shellpoint 's contact number ( XXXX ) as posted on their website as well as on their email. Each time, an automated message told me that this is not a working number.
AT NO TIME THUS FAR, have I received any communication ( except email on the XXXX ) from Shellpoint, to inform me as to where I should pay and what reference numbers I should use.
|
| 10/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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This is regarding CFPB complaint # XXXX.
Attached are the proofs.
On XX/XX/22, I wired {$66000.00} from XXXX Bank to pay off the mortgage balance which was verified by several NewRez representatives. More NewRez representatives repeatedly assured me not to worry about the per-diem because XXXX XXXX XXXX not post my payment for days after I already paid off {$66000.00} that I owed. On XX/XX/22, XXXX XXXX returned my wire without any explanation. After endless inquiries, I submitted XXXX Bank statement and letter from XXXX that NewRez asked for only to be scammed bXXXX NewRezXXXX
XXXX NewRez 's XX/XX/22 reply : " After our investigation on the returned wire, We did receive a wire in the amount of {$66000.00}, but the wire details lacked identifying information. The wire was rejected due to being unable to locate an account with the information provided. You will need to resubmit the funds, and to be sure to include your loan ID ( XXXX ). '' On XX/XX/22, NewRez replied with a different excuse, " The payoff funds were not received until XX/XX/22. The payoff was completed when the funds were received. '' Again, what I owed was {$66000.00} that I already paid off on XX/XX/22.
Attached documents show that XXXX followed NewRez 's instructions correctly on XX/XX/22. While waiting for resolution, I paid {$2000.00} on XX/XX/22, {$1600.00} + {$1600.00} + {$61000.00} on XX/XX/22, which is more than {$66000.00} I owed per NewRez.
|
| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
I started the process to remove the PMI in XX/XX/XXXX. Even I explained them that I want to know how much I need to pay to drops my loan to 78 %, they send me the same letter over and over again for 3 months. Because I never received an answer, in XX/XX/XXXX, I paid to the principal {$9800.00} to drop my LTV to 78 %. I calculated the LTV using the original value of the house and the loan I bought the house for {$250000.00} and my loan now is {$190000.00}. Now they send me a letter : " Please be advised, your PMI will automatically terminate when the loan-to-value ( LTV ) ratio reaches 78 % of the original value of the residence, which is in XX/XX/XXXX. The automatic termination date is based solely on the original amortization of the loan. '' This mean that it is automatic termination in this date does not matter if I paid the 78 % before of this day. They don't care 78 % they just follow the date XX/XX/XXXX.
In the same letter : " For a borrower who has initiated cancellation, the Homeowners Protection Act ( HPA ) provides that, if the borrower meets certain requirements, then PMI shall be cancelled on the date when the principal balance reaches 80 % of the original value. Currently the original LTV is at 82.1 %. '' How did they calculate the LTV?. They may be used another original value of the house. I'm in this process for 4 months, and I don't know what to do? they don't communicate with me.
XXXX XXXX XXXX ID : XXXX
|
| 12/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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Shellpoint falsified to XXXX XXXX and XXXX XXXX XXXX XXXX XXXX that I did not qualify for a covid modification because my loan was more than 60 days past due on XX/XX/XXXX.
I spoke to XXXX XXXX and the representative said that this means 2 payments. I was not more than two payments delinquent on XX/XX/XXXX. Yet, Shellpoint is playing games with my payment history and the confusion about 30 days translating into one payment.
Background only on how we got here.-I successfully completed a trial modification that Shellpoint withdrew for unethical reasons because I paid the amount on their statements that differed with the offer letter. Then, Shellpoint falsified to XXXX XXXX that I did not make all three trial payments. Shellpoint was supposed to have sent me an approval letter on XX/XX/XXXX according to my single point of contact XXXX XXXX. But, he said his superiors, in which XXXX XXXX is his supervisor, overruled him and asked for another trial modification. Shellpoint claimed it was what XXXX XXXX approved, but XXXX XXXX said the decision as 99 % Shellpoints and XXXX XXXX had not been given the facts favorable to me. But, Shellpoint has mischaricterized what happened as though I failed to comply with the terms of the modification when in fact Shellpoint sent me different modification amounts on my official monthly statements, which I paid. I asked for clarification and Shellpoint refused to provide it. - End Background
|
| 09/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I have tried contacting Shellpoint because of this pandemic to no avail. This company has totally ignored the Cares Act about lenders and loan servicers can ' t foreclose on homeowners until at least XX/XX/2020.The Cares Act and guidance from GSEs and the USDA prohibit lenders and servicers from beginning a judicial or non- judicial foreclosure against homeowners or finalizing a foreclosure judgement or sale. This protection began on XX/XX/2020 and extends through at least XX/XX/2020. If you experience financial hardship due to the coronavirus pandemic, you have a right to request and obtain a forebearance for up to 180 days. You also have the right to request to request and obtain an extension for up to another 180 days ( for a total of up to 360 days ). There will be no additional fees, penalties or additional interest ( beyond scheduled amounts ) added to your account. You ( homeowners ) do not need to submit additional documentation to qualify other than their claim to have a Pandemic- related financial hardship. Millions have experienced financial hardship because of covid-19. The Cares Act provide many homeowners with the right to have all mortgage payments completely paused for a period of time. Shellpoint is violating all moriatoriums and executive orders by the president of the United States and all governors in the United States which is violating my rights and also other homeowners that have mortgages with them.
|
| 09/19/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XXXX Seller could no longer pay the mortgage on our previous house which was his home.. The owner 's wife had another XXXX and they had a loss of income and XXXX XXXX XXXX triple the payment on the mortgage. So the seller 's started a short sale process. They received and offer of XXXX and the balance was XXXX and a HELOC of XXXX. So with a loss of income. After many months of XXXX requesting documents repeatedly they received an approval for XXXX. After the home inspection was done the property was found to have around XXXX of section termite and repair work to be done. The first buyers walked.
So it was put it back on the market. and received another cash offer. Again the amount of work caused these buyer to withdraw their offer.
So this time we received another cash offer for XXXX on XXXX/XXXX/XXXX and the loan was sold to Shellpoint Mortgage Servicing and again they are stalling with this offer and Single Point of Contact is not returning calls with in the 24-48 hour guidelines and XXXX XXXX his supervisor has not returned the call.
So the short sale is at an empass where comps of sold and active along with the new settlement statement to was provide Shellpoint XXXX instead of XXXX since the buyer is doing all the section 1 termite work.rather than a credit for the work.
The house was brokern into last week which Shellpoint was informed and a requestto please approve the short sale. They are again stalling..
|
| 06/26/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
I owned my home for approximately 19 years when it foreclosed in XXXX 2014. However, the decision is not yet final as the case has not yet completed the redemption period and I am filing this complaint to let the CFPB know that along the way I was scammed ( XXXX individual was actually on the news a few month ago and he was indicted for mortgage fraud in XXXX XXXX ... ... .he was XXXX of the persons who handled my loan! ), encountered gross negligence or not provided the services that I paid for at various entities. For your information, this home equity loan was originated by XXXX mortgage then sold to XXXX then acquired by XXXX XXXX XXXX and then eventually serviced by XXXX Servicing. Other entities that contributed to my misfortunes included a financial counseling agency and a law firm that took a lot of money from me ( with large up-front fees ) without assisting me in any meaningful way! Lastly, my dilemma culminated with being assigned to a Judge in the XXXX XXXX XXXX in XXXX County, Florida who had been arrested herself for XXXX and she had been recently reassigned from the XXXX Division to the XXXX Division. It appeared that she had no desire to hear the merits of my case and basically told me to " sit down woman '' and then proceeded to immediately deny the motion to set aside foreclosure sale and vacate final judgment. I never had a chance to show the valid reasons as to why the sale should not have gone through!
|
| 12/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Application denials
|
|
Web |
Older American |
|
XXXX XXXX, XXXX case # XXXX Foreclosed on property by fraud when they did not own mortgage and filing default. Complaint of Foreclosure was by XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX but Corrective Assigment dated XX/XX/XXXX and recorded OR XXXX : XXXX XXXX XXXX and XXXX ) corrects Assignee to Bank XXXX XXXX, XXXX. XXXX owned the mortgage not XXXX XXXX XXXX XXXX. Actually foreclosed on property including property not included in mortgage. The Motion for Default by Green Tree Servicing recorded XX/XX/XXXX uses date XX/XX/XXXX which was witnessed by court as accurate date. Green Tree Servicing LLC did not own mortgage, XXXX XXXX XXXX XXXX XXXX did as of XX/XX/XXXX. ( See Court Docket entry for XX/XX/XXXX Motion to Substitute Plaintiff Ditech Financial LLC XXXX XXXX Tree Serving XXXX XXXX XXXX XXXX XXXX Assigment dated XX/XX/XXXX. Numerous times XXXX included additional property in complaint that was not incumbered by mortgage. This complaint involves criminal theft of property not a part of mortgaged property, fraud, foreclosure abuse including embellishments of property value and condition by XXXX XXXX XXXX, Green Tree Servicing, Shellpoint Mortgage Servicing, and XXXX XXXX. This mortgage was included in the XXXX XXXX Settlement involving XXXX XXXX XXXX and XXXX other banks and overseen by independent monitor, XXXX XXXX XXXX XXXX, North Carolina Commissioner of Banks as it was XXXX of the modification applications in XXXX.
|
| 09/08/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
- Application denials
|
|
Web |
Older American |
|
When the mortgage rates were less than 3 % I applied to refinance. My mortgage rate is 6.5 % ever since XXXX held my mortgage. Shellpoint, the mortgage servicer for New Rez denied refinancing my mortgage. I had to call Shellpoint for the details of the denial. ( Shellpoint had sent me a denial letter without any details. ) My credit rating was very good, and I had paid my mortgage on time. The denial was new cause of student loans ; the total amount was used for a debt/income ratio.
I had an agreement with XXXX to pay $ XXXX, and I paid it. XXXX is not asking me to pay the total listed student loan payment monthly. Even though I consistently pay 6.5 % on time monthly, Shellpoint denied refinancing my loan.
Now I am XXXX old and need to work in order to continue paying my mortgage at 6.5 %. I do not want to sell, because the odds are very high that I would not be able to find another home. ( As you may know, California has a huge housing shortage ; and available housing is for very high earners.
If I sell, I will need to move out of the country. At my age, I do not want to be far from family. There are no available housing for me. ( My mother was on several waiting lists for senior housing for more than 10 years. ) So, I continue to pay at 6.5 % because I didn't qualify for a lower rate. What more can I say, except I no longer enjoy living in the U.S. where I was born in XXXXXXXX XXXX in 1949. This country " XXXX ''.
|
| 12/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
As of XX/XX/2021 Shellpoint Mortgage Services shows my prior mortgage account delinquent 30 and 60 days for XXXX and XXXX XXXX XXXX After review of the records with Shellpoint Agents, it has been determined that the payments were made from XX/XX/2021 through XX/XX/2021, the house being sold XX/XX/2021, but the system recognized them as prior payments from Covid forbearance period and did not count them appropriately to the month they were submitted. I was in contact with a representative from your company, XXXX XXXX with the loss mitigation department at the end of XX/XX/2021. I was doing the steps for loan modification. In the second week of XX/XX/2021, I received the documents and she gave me the number for the mobile notary contractor. When I called to get the notary scheduled they stated they did not have an order number. I called XXXX XXXX and informed her. She stated she would get the number processed within a day or two. At the end of the week I still had no number and could not schedule with your contractor. I attempted to contact XXXX XXXX again and the contact number was no longer active. By the time all of this had transpired the sale of my house had closed. I formally request the derogatory remarks be removed from my credit report as I made every attempt to complete the required steps upon exiting Covid forbearance. Your agent hindered the processing of the loan modification, yet I am being penalized for this.
|
| 02/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX, Shellpoint Mortgage Servicing mailed a notice of Mortgage Payment Change of {$860.00}. Since this notification of mortgage payment change, Shellpoint has sent monthly mortgage statements showing the following balance to be paid for each month : 1. XX/XX/XXXX ( {$1300.00} ), 2. XX/XX/XXXX ( {$1300.00} ) 3. XX/XX/XXXX XXXX {$1300.00} ) 4. XX/XX/XXXX ( {$1300.00} ) 5. XX/XX/XXXX ( {$1300.00} ) 6. XX/XX/XXXX ( {$1300.00} ) 7. XX/XX/XXXX ( {$1300.00} ) 8. XX/XX/XXXX ( {$1300.00} ) 9. XX/XX/XXXX ( {$1300.00} ) XXXX. XX/XX/XXXX ( {$1400.00} ) 11. XX/XX/XXXX ( {$1400.00} ) 12. XX/XX/XXXX ( {$1500.00} ) 13. XX/XX/XXXX ( {$930.00} ) I have requested from Shellpoint a detailed explanation for the additional charges showing as overdue payment. Shellpoint has made false claims of not receiving monthly payments. After forwarding proof of payments from bank records and requesting payments to be credited to my account. Shellpoint continued to add overdue payments and late fees. On XX/XX/XXXX, I sent a check to Shellpoint for {$1500.00}. As of XX/XX/XXXX, the Shellpoint Monthly mortgage statement still shows an overdue payment of {$310.00} and the {$1500.00} paid on XX/XX/XXXX not properly credited. After two years of disputing bogus charges and lies about not receiving payments Shellpoint sent a refund check in XX/XX/XXXX in the amount of {$1000.00} showing as a surplus with no explanation about what the refund represents.
|
| 05/26/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
I have an equity line of credit with a face amount of $ XXXX, which is presently in the repayment period with a current balance of {$100000.00}.
On XX/XX/XXXX servicing was transferred from XXXX to Shellpoint Mortgage.
Over the last 6 weeks I have called Shellpoin Mortgage customer service at least once a week, filed 2 complaints and sent a written request on XX/XX/20 to address the issue described below, and have not been able to resolve my concerns/issue.
This ELOC is a variable rate loan priced at Prime + 2.5 %. The note specifies that the rate will be reset monthly ( in alignment with the billing cycle ) based on the WSJ prime rate in effect.
The current effective rate reflected on-line and on monthly billing statements is 7.25 %. This would imply a current prime rate of 4.75 %.
The WSJ Prime Rate is currently 3.25 % and has changed as follows : XXXX. 4.75 % XXXX. 4.25 % XXXX. 3.25 % Based on the above, the current effective rate on my loan should be 5.75 %. The effective rate should have changed in the XXXX billing cycle by at least .5 %, and possibly 1.5 % ( depending on the cutoff date for the billing cycle ) and should definitely have been reduced the full 1.5 % by this most recent cycle. Based on the current balance, this issue is resulting in an over accrual of approximately {$130.00} per month.
I have lost confidence that Shellpoint Mortgage will resolve this issue without intervention by the CFPB.
|
| 12/25/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
Again I have received another noticed dated XX/XX/2016 stating that I am still delinquent and the owner of a loan for a house that was foreclosed on. I originally filed a complaint and shellpoint acknowledge this was being taken care of XXXX ( see below ) that this is being corrected and it is an error and should not be in my name and again I have received a bill saying I am delinquent on a home I do n't own anymore. It is showing on my credit as another delinquency and I want this corrected and I want this out of my name or I will see an attorney. This is my third time asking to remove this loan from my name and XXXX has still not taken care of this due to I have a brand new bill again for a house that was purchased by someone else and in someone elses name. This needs to be removed asap or I will seek legal counseling. ( see shellpoint acknowledgement below that this should not be in my name and will be removed.
Shellpoint Mortgage Servicing said : Explanation of closure Shellpoint acknowledges your concerns with regard to the foreclosure sale of the subject property. After careful review of the loan, we concluded that the foreclosure sale was conducted by the prior servicer of the loan ( XXXX ), and we are updating our records accordingly. Additionally, the billing statement that you received from Shellpoint was inadvertently sent, and we apologize for any confusion or inconvenience that this matter may have caused.
|
| 07/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I had an existing mortgage with XXXX XXXX, who sold or transferred the mortgage to XXXX XXXX XXXX effective XX/XX/2018. I did not receive any payment instructions from XXXX XXXX XXXX until XX/XX/XXXX. I made the XX/XX/XXXX payment to XXXX XXXX on XX/XX/XXXX. When I finally received information from XXXX XXXX XXXX, it showed that I still owed a XX/XX/XXXX payment, despite having already making the XX/XX/XXXX payment to the previous mortgagor, XXXX XXXX. I provided three forms evidence of the XX/XX/XXXX payment to XXXX XXXX XXXX, showing both funds transferred from the originating bank and funds received by XXXX XXXX. XXXX XXXX has acknowledge that the XX/XX/XXXX payment was made, but has deliberately refused to adjust the account accordingly despite numerous calls and emails to their customer service. I have since made 2 additional payments directly to XXXX XXXX ; 1 for the XX/XX/XXXX1 payment ( which XXXX XXXX incorrectly applied to XX/XX/XXXX and another payment on XX/XX/XXXX, because XXXX XXXX still showed that the XX/XX/XXXX was pending and about to be late. I made the XX/XX/XXXX payment simply to avoid phone calls and threating letters for non-payment. In recognition of the three payments made for XX/XX/XXXX, XX/XX/XXXX, and the last on XX/XX/XXXX ( should be applied to XX/XX/XXXX payment ), the next payment due should be changed from XX/XX/XXXX to XX/XX/XXXX. XXXX XXXX is deliberately ignoring my emails and calls.
|
| 11/04/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
When Covid first started back in XXXX, I asked my mortgage company ( Shellpoint Mortgage Servicing ) if I could put my loan/home in forebearance. They allowed me 3 months which were XXXX, XXXX & XX/XX/XXXX. During this time, knowing they were going to expect a full payoff of the 3 months payments, I spoke with XXXX XXXX that was handling my account and asked her if the 3 months forebearance period could be deferred. That request was also granted. In the beginning of XXXX, I decided to refinance my house at a much lower interest rate. Soon after submitting all the information, my prospective new lender told me that Shellpoint had reported 90, 60 and 30 day late payments to the credit bureaus. I was absolutely furious, as I have never made a late payment on my mortgage. I contacted Shellpoint who acknowledged this was THEIR error and that it would be fixed when they reported at the end of the month. Yesterday, I found out that that request was closed because the gentleman didn't complete the correct information. I have called, and called and called trying to get this error on the part of Shellpoint fixed so I can move forward with my refinance but I can't get ahold of a person to speak with. I can only e-mail which I have 3 times and never get a response. I'm at my wits end with this company. I just want them to fix my credit report and remove the derogatory information they reported. I don't see how it's that difficult.
|
| 02/22/2020 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I am having a very difficult time with XXXX/NewRez. I have been approved for a modification and was making my trial payments. I was unable to get a hold of XXXX/NewRez durning the holidays and now am having trouble having XXXX accept my 3rd trial payment. I called to set up my 3rd payment on a payment arrangement for the XXXX. I was being recorded and I " Specifically asked if should post it for XXXX XXXX because ii wanted to make sure all funds were in '', he said i should be okay because they dont receive the funds until 3-5 business days. As long they receive payment within XXXX I will be fine. They will then send me new papers upon my mortgage agreement. I got an email notification about XXXX/NewRez received payment. I never gotten an XXXX alert from my bank claiming an insufficient fund. I called on XX/XX/XXXX because no answer during the XXXX XXXX Holiday. I talked to XXXX ( asking why they have not taken the money or fired XXXX ) who told me that the check came back and that there is nothing they can do for me except do another modification. My last payment ... he said if they took the money now it s for XXXX and XXXX would not be accounted for!!! I was almost in tears and explained what the other representative said to me. He really didnt seem to care!
In the middle of trying to get this resolved with XXXX, my file was transferred to NewRez, and they are not following up on the complaint or trying to resolve.
|
| 07/07/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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I filed for chapter XXXX bankruptcy on XXXX/XXXX/XXXX. Included in thebankruptcy petition was an apartment that I surrendered XXXX, XXXX XXXX XXXX, MI. I completed and fulfilledmy chap XXXX bankruptcy with a discharge of debt on XXXX/XXXX/XXXX. Theproperty at the above address was sold in XXXX with no claimsprior to the discharge of debt from any lender. I do n't own theproperty and I do n't owe any lender any money either. Sincethat time, XXXX XXXX has claimed that I owe them money andreported this to all XXXX credit agencies, call them out on thisthey transferred the servicing to XXXX and for years they havebeen reporting this to credit agencies as unpaid and show me asbeing not paying on the outstanding note for years. I finally wentmy bankruptcy attorney and she communicated with them andthey agreed to stop the reporting and cease communication.
They indicated in a letter that they contacted the credit reportingagencies and corrected the reporting that was going on for morethan XXXX years. Today, XXXX/XXXX/XXXX, I got a letter from XXXX statingthat they had transferred my account to a new loan servicerShellpoint Mortgage Servicing. I do n't owe any money and Ica n't seem to stop the continuing bounce to a different loanservicer. I have disputed the loans with the credit reporting agencies but they just take input from the loan servicers.
Need some help here ... My attorney just got this resolved, or soI thought.
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| 01/21/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Mortgage was in a COVID related forbearance plan XXXX. Prior to COVID and entering the forbearance, the mortgage was current. In XXXX of 2021 the mortgager was contacted and ACCOMODATIONS to bring the loan current were made and completed. A company appointed Loss Mitigation Specialist advised me on XX/XX/2021 not to make a payment that the modification accommodations would begin in XXXX. Three auto draft payments were scheduled and made as agreed upon. According to the CARES Act a loan that was current prior to COVID where mortgage/ payment accomodations were made to bring the loan current within 120 days of the end of the Covid National Emergency , should be reported as current. The COVID national emergency ended XX/XX/2021. The mortgage company reported the loan late which resulted in a drop of over XXXX points to my credit score. I had never had a delinquent payment in the history of the loan prior to XXXX. Requests were made multiple times to remove the negative reporting from my report but the mortgage company refuses.
During the forbearance and during resolution exiting forbearance, I remained in contact with my loan servicer. I complied with every request made to resolve all issues regarding XXXX related forbearance. As a customer who remained in good standing pre COVID and post forbearance, I requested negative comments be removed from my credit. The company refused despite several disputes and escalations.
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| 07/06/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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Purchased the property using NON QM XX/XX/2020 1st payment due XX/XX/2020. During that time frame my XXXX XXXX XXXX crashed due to Covid-19. I requested a forbearance. It was an argument from the start and I was threatened that I would have to pay it all up from after 3 months. I opted to take my chances. I was in forbearance XXXX, XXXX and XXXX. XX/XX/XXXX I received a call from Shellpoint ( my servicer ) asking about my financial situation and if i need forbearance for XXXX, I said yes I do, they said ok you are extended or XXXX and that they would receive a call every month to extend it if necessary. Received a call from Shellpoint today and they said I am late on my payment, not in forbearance and forbearance was not approved for XXXX and they need bank statements and a hardship letter for approval. Apparently every month I will have to do this. The original point of contact has not responded to any emails, voicemails or phone calls one time in the last 3 months. I called to complain and was recently assigned a new contact but was not given her contact information yet. She called and said she would email me her contact information and the documents needed for extension approval but nothing received as of yet. I read Covid forbearance guidelines and they state a home owner is eligible for 180 days and then another 180 days up to 12 months with no documentation required. Shellpoint says otherwise. Please advise.
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| 04/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Covid-19 Happened. We lost the financial means that would allow us to make our mortgage payments. We called our mortgage servicer numerous times with 2-4 hr hold times only to be transferred to another line to hold for another 2 hrs and have the rep pick up and get disconnected. We did this process many times with the same exact result. Additionally, we left messages for them to get back to us, we sent many emails as well with no reply. We also, as instructed by their website and those who did answer the phones, went to the " XXXX XXXX XXXX '' link with the intent to fill out the form they say must be done BEFORE they consider you and nothing was, nor still is, found at the link given forcing us to call back only to have the reps say, " that's strange, it should be there but let me transfer you '' ... .never ending cycle.
On there suggestion, we tried multiple browsers, XXXX XXXX, XXXX, XXXX, XXXX, and on multiple computers and at different times of the day and night to no avail. We were forced to use the limited funds we have for food and emergencies during this time to pay for XXXX because on their Covid-19 website they state the following : " Customers should not stop making mortgage payments until they have been approved for an alternate plan ''. We can not do this again. We are only trying to receive the help that has been set up by the Federal Government during this time. No one reaches out, no one cares.
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| 10/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My Mortgage server Shellpoint mortgage refused to remove fraudulent added fees added to the end of our mortgage. {$1600.00} in additional fees were added to our account with only around {$2000.00} remaining. They gave us several stories that they were attorney fees but couldn't provide evidence of where an attorney was ever used concerning our mortgage.
The mortgage changed companies several time in the last the last year. Ditech was the last company before Shellpoint. I feel this was a way to tack on additional fees to make the loan profitable for them buying loan papers so late in the mortgage. This company also refuses to send over my Cancellation of Security Deed. Georgia Law requires they have this be filed with the Court Clerk in my County 60 days after we paid off the loan. I paid the additional fees plus the mortgage balance to get it out of Shellpoint hands because they threaten to foreclose if they were not paid the fees. I talked to other mortgage holders and they said Shellpoint did their mortgage the same way. Added additional fees on the tail end of the mortgage. Basically because its the only way for them to make money on a loan where all the interest has been paid. I'm seeking my {$1600.00} in fees refunded and the {$500.00} in damages Georgia Law requires because the Deed Satisfaction was not provided 60 days from the date of pay off to be recorded with the Superior Clerk of XXXX County Georgia.
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| 04/14/2016 |
Yes |
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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Shellpoint Mortgage Services XXXX, fraudulently Increased the interest rate on my mortgage and then put my loan into collections when I disputed the new interest rate. I submitted my " borrowers copy '' of the loan documents stating the rate of 2.25 % for 40 years. They have not provided me any information and have placed me on a " dual track '' accelerating my loan into collections and foreclosure while they are " reviewing '' my dispute. I have never been able to speak with or have received any communication from a personal loan specialist over the past 4 months. I have spoken to over XXXX different customer service agents, non of which can help me and give conflicting information each time I call. I have been given longer " review '' times for my interest rate dispute each time I call. The first time I called I was told the review would take XXXX4 days, then up to a week, then XXXX14 days, then up to 30 days and the last time I called they said it could take up to 45 days, but no one is ever available that can let me know where they are in the process or provide me any information. I have recently been told that they may file for foreclosure on my home in 2 weeks. I have been paying my mortgage for 10 years and I was never late on a payment. I just do n't understand why Shellpoint Mortgage Services is allowed to play games and not give me a point of contact that actually works there and I 'm able to speak with.
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| 05/25/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Communication tactics
- Frequent or repeated calls
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|
Web |
Older American, Servicemember |
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This Company ... Shell Point Mortgage Business telephone Number ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, S.C. XXXX Has been calling Our home telephone number for at least " THREE MONTHS NOW! '' Each time They've call ... They " Block Their Number '' ... so it's only showing up as a ... '' Private Number ''. They have NEVER left a message and there has never been any written communications sent to Our address via U.S.Mail.
Today, ( XX/XX/2018 ) ... We received another call ... ( Blocked Number ... showing Private ) ... and this time, We answered the call. We spoke with a Representative from the Company named XXXX XXXX. Representative XXXX stated that She was trying to reach " XXXX XXXX ''. We advised this Representative that there was no one by that name that lives here. We further informed this Representative that ... '' XXXX XXXX '' ... was " An Ex '' ... She lives in another state and We had nothing to do with Her debt. We asked that The Company remove Our Telephone information from their system. We ask that these collections calls cease. When We asked for the Corporate Business Telephone and address, We were not provided with this information. The only number given was this ( XXXX ) XXXX. We believe that this Company received Our personal information by " Skip Tracing '' ... HOWEVER ... Their Information is INCORRECT and We want this telephone harassment to end. Please Help Stop This Madness. Thank You.
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| 04/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
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My mortgage was purchased by Shellpoint Mortgage Servicing in XXXX XXXX. At that point an " Escrow Analysis '' was done on my property, showing an Escrow Shortage of {$630.00}. The Escrow analysis stated that my payments, once the shortage was paid in full, would be {$1200.00}. Along with our mortgage payment, We sent Shellpoint XXXX separate checks from XXXX XXXX to XXXX XXXX in the amount of {$100.00}, to pay the escrow shortage. The checks were clearly marked in the memo as payment for escrow shortage, further identified on the payment voucher in the line item " extra escrow payment ''.
Shellpoint did not apply the separate checks to Escrow shortage, instead misappropriating the funds to principal. Shellpoint is now requesting an additional {$400.00}. to " clear up the Escrow shortage '', and currently reporting to the credit bureau that we are 2 months late on our mortgage.
We have paid our mortgage, and our shortage, and are now being subjected to false credit reporting because of inappropriate accounting practices. I have been denied prime lending rates on XXXX loans because of this false reporting. I am also receiving daily phone calls from the company attempting to collect a " debt '' owed to them. Acting upon advice from legal consul, I have sent Shellpoint a " Qualified Written Request, Billing Error Notice '' to dispute the claims. This letter was sent, Certified Mail through USPS, on XXXX/XXXX/XXXX.
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| 04/10/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt is not yours
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|
Web |
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I filed complaint XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX I request the debt collector closed and remove its trade line from my credit file because I do not have any contractual obligation for Note and Mortgage for XXXXXXXX XXXX XXXXXXXX XXXX loan # XXXX f/k/a XXXX a/k/a XXXX n/k/a reference number XXXX with FHA Case No. XXXX for {$160000.00} for 360 months, 7.750 % ( Fraud Account ), I was never the owner for the property and never received any funds of {$160000.00} or benefit in any way from the loan.
Debt collector mailed me note & mortgage for fraud account on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX and willfully lied when they wrote I have a contractual obligation for a property I never owned and a loan I never requested or received funds from.
After debt collector received my identity theft affidavit, police report, and ID debt collector lied and claim the fraud account had an address error, this is completely false, see attached foia request from HUD closing documents which debt collector put my name and personal information on without my consent or knowledge.
Debt Collectors has continue to omitted and make material misrepresentation to me and CFPB. This current debt collector claims the received this fraud account from Ditech Financial LLC f/k/a Green Tree Servicng, please see attached letters from Ditech Financial LLC, Green Tree Servicing, and HUD orginal closing file for the fraud account.
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| 04/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
On XX/XX/XXXX Newrez LLC/Shellpoint mortgage servicing sent me a secure message through their online message portal that contained loan documents belonging to someone else. I immediately contacted Newrez, who downplayed the concern and could not tell me if my personal information had been inadvertently sent to another person in error.
Ironically, the message was sent from their compliance team. In the wrong hands, this information could be used for fraud, and I would like to ensure that the individual ( XXXX ) affected are notified and that Newrez is audited for proper PI compliance.
Newrez has been my mortgage servicer since XXXX of XXXX. When my loan was transferred to them from the originator, I attempted for months to recast the loan only to be told that my primary investor would not allow it. I had to personally call the investor ( XXXX XXXX XXXX XXXX ) and have them contact Newrez on my behalf in order to facilitate the recast request. The delays incurred due to newrez 's errors and incompetence have cost we well over {$1000.00} in additional interest payments on my mortgage.The purpose of my inquiry was a request to have the {$300.00} recast fee waived due to their errors. In their response today, they sent me the private information of someone in California which included all of their loan documents and payment history. It is my fear that my personal information was also shared with the wrong person.
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| 02/26/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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I have recently lost my job and contacted Shellpoint Mortgage Servicing about any programs/options they may have to assist me.
My first contact was shortly after I became unemployed on XX/XX/2018. In this conversation I was informed that there was a pay for two months, then defer two months payment.
My second conversation with Shellpoint Mortgage Servicing on XX/XX/2018 led me to first believe that there were NO options to provide me that would help ease the pain and stress of being unemployed.
Once pushed, I was forwarded to another customer representative to discuss the options which suddenly became available. The options available are for a 3-month forbearance which will become 100 % due on the fourth month. The fourth month would require 4 whole payments at once!
I do not believe this is a viable option that would be of help in relieving the financial burden during a period of unemployment. Having to come up with 4 months of mortgage payments after having been unemployed adds to the financial stress caused by the disruption in income.
When asked about the original offer of deferring two months after having made two months payments, the customer service representative told me that my financial backer, XXXX XXXX does not participate in that offer.
I am having a hard time believing that there are no viable options that would be of benefit to helping a customer out during a time of financial burden.
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| 07/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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The XXXX has been working with us ( my wife and I ) and has been engaging with Shellpoint XXXX XXXX dba Newrez LLC. XXXX is willing to pay the cost as 2020 due to COVID. Additionally, my wife and I are willing to pay XXXX dollars in addition to what XXXX is planning to pay. This leaves about XXXX that we are requesting Shellpoint to act in good faith, total consideration, and modify the morgage However, Shellpoint seems to demand all the money to be paid right away. Shellpoint has sent a proposal to XXXX asking for all the money to be paid off. If not, Shellpoint want us to mortgagors to pay the money. Our complaint is that Shellpoint is acting out of the consideration to prevent the foreclosure and is denying us the right to modification considering the XXXX is stepping in to support in every way possible as well as our efforts to pay XXXX dollars. We have XXXX children and foreclosing the property will destabilize us and we won't have a place to live. We want to keep the property and continue paying our mortgage as it should be. Since my last complaint, we have applied for modification several times and Shellpoint has been denying us. We are completing another one tomorrow and if Shellpoint is not going to consider what XXXX is paying in addition to what we are paying, XXXX dollars, then they will deny us right away. Shellpoint should grab the opportunity to prevent the foreclosure by modifying the mortgage.
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| 01/19/2024 |
Yes |
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- Trouble during payment process
- Payment process
|
|
Web |
Older American |
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Around XX/XX/XXXXI set up a new account for my loan that was transferred to Newrez LLC ( c/o SHELLPOINT LLC ).
Around XX/XX/XXXX, my loan was transferred to Newrez LLC from XXXX. I was not able to log into my account to pay for the XXXX payment. I requested this be escalated to Information Technology for resolution.
Due to the difficulties, I made a payment by phone using the automated voice system.
Weeks later, I was still not able to log in, and requested again that this be re-submitted for resolution. I was not contacted and the issues persisted.
On XX/XX/XXXX, I decided to mail in my payment ( due XX/XX/XXXX ). This payment did not post until XX/XX/XXXX, one day late. I felt the payment was mailed with ample time.
I did not want to use the pay by phone system.
On XX/XX/XXXX I mailed the payment in for XXXX ( due XX/XX/XXXX ). On XX/XX/XXXX I received notice that they have not received my payment. I checked my online bank statement, and it the check had not cleared. At this point, I used the pay by phone system and submitted a payment for XXXX. I did not get any receipt for this payment.
On XX/XX/XXXX I checked my bank balance and the mailed check has cleared. There is no record of the payment I made by phone.
I feel that there is a problem with the payment processing at SHELLPOINT LLC including mail, phone, and other areas not yet explored, like the online payments I am planning in the future.
|
| 08/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Newrez LLC simply can not process my mortgage correctly. Per their automatic payment system, I can send in more money than required to satisfy the mortgage and the balance of the overpayment will go to principal.
My current monthly payment is {$1400.00}. I am sending in biweekly payments of {$1900.00} with the express intent that the interest and escrow be paid with the balance going towards the principal.
In the month of XXXX there were three withdrawals made totaling {$5700.00}. The interest was {$110.00} and the escrow was {$560.00} leaving {$5000.00} to be paid towards the principal. The last payment of {$1900.00} was left in a " Unapplied Payment '' status so I started a chat session with a customer service rep that said she was going to apply it towards the account. A few days later I checked my account payment history and there are a series of bizarre and bewildering transactions that make little sense to me, and it ends up with the principal balance being incorrect. The balance of the mortgage at the beginning of the month was {$53000.00} so after paying {$5000.00} towards the principal, the current principal balance should be {$47000.00}, but they have it at {$48000.00}.
They claim that they have up to 30 days to respond to inquiries which is completely unacceptable to me when I'm discussing something as important as my mortgage and would like to find a better solution to pay off my mortgage ASAP.
|
| 05/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have been speaking to a XXXX XXXX in the lost mitigation department at Shellpoint.
I was denied a forbearance in XXXX and was told that there were not any other options for this loan. I was never told of programs that could possibly help me.
I called XXXX XXXX to tell her at the beginning of XX/XX/XXXX that I was going to be applying for the mortgage assistance. She told me that there was a foreclosure about to happen but it was on hold because of title issues. She told me that I needed to do a reinstatement for the mortgage assistant application and that she would be sending out the letter for me to use this. When I received the reinstatement letter in the mail, it had a date of when I had to settle the amount past due on the loan or they were going to foreclose on the property on XX/XX/XXXX. My application for the assistance was received and I called XXXX XXXX to let her know, she told me that they no longer had the loan. She stated that the loan was foreclosed on XX/XX/XXXX and given back to the bank. The contact from the mortgage assistant is ready to approve my application but Shellpointe never sent me a foreclosure notice only a reinstatement letter. The application will not go through without this notice of foreclosure. This whole process seems wrong to me, the reinstatement was done because of the mortgage assistance application. Though its on a timer? This was way out of my control at this point.
|
| 08/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
We took out a mortgage approximately 12 years ago under XXXX, which offered lower interest and payments. The mortgage has been sold/transferred several times and each time we were not properly notified, causing us to make payment to company we thought was still handling our mortgage. That in turn required us to track down the payment and assure it went to new mortgage service company. During one of these transfers made by XXXX. an error occurred. XXXX had not previously credit us with a payment, resulting in showing a missed/delinquent payment to our current mortgage service, Shellpoint. After many frustrating calls and conversations with various Shellpoint representatives, we were able to figure out what happened and we made arrangements to rectify XXXX 's error. That arrangement was to pay the shortfall over a 3 month period along with our regular mortgage payment. That has now been completed and we expected to go back to our regular monthly payment. However, Shellpoint has come up with some other charges we're not clear about. We can not seem to make contact with anyone at Shellpoint, who can explain this. Dealing with this company is very frustrating as they don't seem to have interdepartment communication. In addition, because of this, they have given us a negative credit report, even though we have never missed a payment. I hope you can help us get away this company and find another easier to work with.
|
| 04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I have a conventional loan previously modified by HAMP and XXXX XXXX, recently I realized that my investor XXXX XXXX sold my mortgage to a Private Investor : Legacy Mortgage Asset Trust 2019-GS6. I received a forbearance approval immediately after the COVID-19 pandemic began, later I received extensions after three, six, and nine months.
On XX/XX/XXXX, I submitted a complete request for a loan modification with my current servicer Shellpoint Mortgage, this request included all my financial statements and evidence of my hardship and income reduction. On XX/XX/XXXX, Shellpoint sent a letter denying my request and instead of approval offer me to short sale my property or Deed in Lieu the same.
I understand thatXX/XX/XXXXis free to sell their investments, but what is the reason that that transaction didn't involve the same layer of protection and benefits that my former investor offered to me???
Why Sheelpoint requested to prove my income and ability to begin my mortgage payments if they didn't plan to help me???? After my income reduction, I am able to resume my regular mortgage payments however, I can not bring my mortgage current due to the previous pandemic and their financial effects on my home finances.
I need to keep my home!!!!!! I am able to resume my mortgage payments, BUT, I CAN NOT BRING MY DEFAULT BALANCE CURRENT. Please do not offer me as your only solution to sell my home.
Sincerely XXXX XXXX
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| 01/20/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I received a letter from NewRez saying that they were placing Lender bought insurance against my property for lack of insurance between XX/XX/XXXX - XX/XX/XXXX. However, on XX/XX/XXXX, I had faxed over copies of flood insurance and hazard insurance. ( Fax Confirmation attached ). I again sent them copies on XX/XX/XXXX, Fax confirmation attached. On XX/XX/XXXX I called NewRez customer service and was told that they had copies of my required insurance documents and they would send the information over to the insurance department to get the lender placed insurance cancelled. On XX/XX/XXXX, my escrow account was billed for the lender placed insurance in the amount of XXXX. On XX/XX/XXXX, I contacted Newrez again and they stated that they would send the information over to the insurance department to get my escrow account refunded. THey also stated that I would receive a letter of cancellation. On XX/XX/XXXX I received a letter from NewRez Compliance department that no disbursement was made, therefor I was not entitled to a refund. They also stated in the letter that all insurance documents had been received in XX/XX/XXXX and that the lender placed insurance had been cancelled. I contacted NewRez again through their customer portal stating that my escrow account had been billed. Again I received another letter from their compliance department on XX/XX/XXXX stating that no disbursement had been made.
|
| 01/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Our mortgage was transferred from PHH Mortgage Services to Shellpoint Mortgage Services late last year. Since the time of this transfer, we have experienced much confusion and disappointment. In XXXX of XXXX, we were placed on a trial loan modification. We were allowed to make our regular monthly payments for four months. Then at the end of four months, we were instructed to pay {$4000.00}. At the end of four months XXXX XX/XX/XXXX XXXX, we only had {$2000.00}. Shellpoint then told us that they would check to see if they would accept the {$2000.00} and place us on modification. Then a few weeks later we were told that it was ok that we did not have the full amount because we had made the payments on time. They would be sending the papers out for our modification. So, we waited for another three or four weeks and never received the promised documentation. Therefore, every time I called Shellpoint, I would get a different person and a different statement. Finally after calling for several months, we were told that we would not be able to receive a modification because we had exhausted all modifications. Then the next thing I know they are going to foreclose on our home. Our only option is to do a short sale or deed in lieu. We received very poor service from Shellpoint and feel that we deserve better than this. Of course we believe that there are other programs out there that can assist us in saving our home.
|
| 12/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
This is an addendum to the complaint submitted XX/XX/XXXX ... # XXXX.
Today, XXXX, I received an official Notice of Default in the mail from Shellpoint 's attorney ... XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX.
Shellpoint is in violation of law in the State of California on two counts.
1. Dual Tracking. I have been going through the loss mitigation options with Shellpoint and sent all the requested documents for a loan modification. I was never given an answer on this by Shellpoint and they were pursuing foreclosure without ever giving an answer. My original request was for forbearance due to financial difficulties and was never given an answer on this either.
2. Violation of Notice of Intent. A letter dated XXXX was received from their attorney saying they were going forward with foreclosure. But they had filed for notice of default on XXXX, filing before they even sent the letter of intent. Plus, they are required to wait 30 days after the Notice of Intent to file the Notice of Default.
Shellpoint will not even acknowledge receipt of documents they requested of me for a loan modification. In fact, they requested the same documents more than once, even after I complied with the original request.
Aside from this complaint, I have sent Shellpoint a QWR asking for answers. I am in the process of drafting a complaint with the attorney General of the State of California for violation of California laws.
|
| 04/21/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
Loan Modification. This has been a 10-year iss ue ( mortgage was born XXXX XXXX , negative amortization ), the pursuit and continued pursuit of a loan modification. XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX , and now the loan servicer is " Shellpoint ''. I am in currently review for a loan modification, submitting documents full of bank statements, paychecks and more. Before my application is even fully received, a notice of trustee sale date has been assigned - XXXX XXXX XXXX . I have called them everyday, and receive the same message about them needing paperwork - and I have sent this paperwork, I feel they are stalling and are actively looking to foreclose rather than modify. Two w eeks ago, XXXX XXXX I am callin g Shellpoint an d sending requested documents. XXXX XXXX I call, and they say no documents received. XXXX XXXX I call, and they are closed for the Holiday . XXXX XXXX I am calling, and they say no documents received. Later that morning, I receive certified mail stating a trustee sale is scheduled for three weeks. Later that day, I cal l Shellpoint an d they say the documents received, are not complete. XXXX XXXX I call - and they continue requesting documents that have been mailed, faxed & emailed. I have never spoken to my " Single Point of Contact '' - NEVER, and I have tried calling each one o f these single point of contacts.
|
| 06/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX, my home owners insurance agent, erroneously terminated my insurance coverage.
Shellpoint Mortgage servicing company, then placed my account in escrow and started charging a higher rate of about {$5300.00} instead of my usual {$3600.00} a month.
I realized this in XX/XX/XXXX and got my homeowners coverage reinstated ( my homeowners insurance agent-XXXX XXXX apologized for the error and got it reinstated ) I have since reached out to Shellpoint Mortgage services many times to reduce my monthly payment back to {$3600.00} a month. This is after I provided proof of homeowners insurance coverage.
This includes at least 7 to 10 different phone calls in the past 30 days as well as 7 to 10 emails following up. I received an email shellpoint Mortgage services stating that would be a refund in the escrow account, however, after I spoke with the agent today, XX/XX/XXXX, the agent informed me that there was - {$1500.00} in the escrow account. The agent I spoke with today responded that they would not be able to lower my mortgage for at least another 12 months Could you please assist me in getting my refund as well as lowering my monthly mortgage amount back to {$3600.00} a month?
I believe it is fraudulent and deceptive practice to charge a customer higher than the agreed monthly mortgage payment, despite my efforts to show them that I have adequate homeowners insurance coverage through XXXX XXXX
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| 01/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Your questions do not apply! XX/XX/XXXX last year I had a fire at my home, in XXXX XXXX, at XXXX XXXX. While in the XXXX, XXXX XXXX sent a group of XXXXXXXX XXXX, off XXXX XXXX XXXX, XXXX XXXX. This company did not have employees and contacted XXXX XXXX XXXX XXXXXXXX. They had No employees, so they picked a band of XXXX unsupervised XXXX, not bonded, and they destroyed my home.
The water from the fire department was left to warp all the wood floors and created mold.
XXXX XXXX sent the checks to repair the home. Shellpoint is a wantabe Bank/Collection company. The mortgage was with XXXX and XXXX sold the mortgage. My friend at XXXX XXXX stated it is illegal to with hold money for their own self centered reasons.
Shellpoint told my son ; 'We are waiting for your Dad to not pay us. We will resell the house and keep your Dad 's {$33000.00} for repairs. ' I have a XXXX XXXXXXXX. I have Nowhere to live and a home I can not repair or live in. I have sent Attorney General XXXX XXXX information on this. Retained Attorney XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX and XXXX is next. Open for ideas with these manipulating XXXX. They told my son, they want ME to pay off the loan and them what with the repairs?
Contact me at ( XXXX ) XXXX text first/call, E-mail to XXXX, XXXX XXXX XXXX attorney at law, this hotel on XXXX XXXX XXXX XXXX XXXX XXXX. Good Luck working with thieves!
Sincerely, XXXX XXXX XXXX
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| 07/21/2023 |
Yes |
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Web |
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I am writing to bring to your attention a significant issue I have been facing with two mortgage servicing companies, XXXX XXXX XXXX and Shellpoint Mortgage Services, which has had severe financial consequences for myself and my family.
On XX/XX/XXXX, I sold my house, and all outstanding balances were paid off to Caliber Home Loans at the closing. However, during the same period, XXXX XXXX XXXX was in the process of transferring my mortgage to Shellpoint Mortgage Services. After the closing, I discovered that Shellpoint Mortgage Services was erroneously reporting that my mortgage had not been paid off and listed it as delinquent on my credit report.
Despite my attempts to provide proof of the mortgage 's closure and the payment made to XXXX XXXX XXXX, I have been unable to rectify this situation with either company. As a result of this error by XXXX and Shellpoint, my ability to qualify for a mortgage or obtain any form of credit has been severely impacted, causing immense financial burdens and instability for myself and my family.
I have diligently communicated with both companies and the credit bureaus to resolve this matter, but the situation remains unresolved. I am at a loss as to how to proceed further, and this ongoing issue is causing me significant emotional distress. As of today, Thursday XX/XX/XXXX, my credit report shows that I am 120+ days delinquent on a mortgage that no longer exists.
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| 01/29/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Older American, Servicemember |
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I am requesting a payment history of our closed mortgage account from Shebllpoint Mortgage Servicing. After an very long investigation, we found out that Shellpoint is reporting very different data to the three credit bureaus. For XXXX the data has been changing still after the closing of the account. It is only reporting seven of the seventeen payments that were made. This is separate from reporting the accounts monthly status as good. The account balances to the credit bureaus are not accurate from month to month. The balances are higher than when the loan transferred to them in XXXX of XXXX. At that time the balance was {$190000.00} and after a total of 17 consecutive payments starting from XX/XX/XXXX through XX/XX/XXXX, the monthly balances reported to the credit bureau 's have been higher than what is reported on the monthly statements. We have disputed this before, but they refuse to correct the wrong data. The main one is the XXXX account. The Annual Credit reports shows that out of the seventeen consecutive payments made, Shellpoint only reported seven ( 7 ) of those seventeen payments that were paid on time XXXX. This action greatly affects the credit score outcome as well as balance history, in that it makes the account report that the balance has not decreased over time. The shellpoint account is being used to cripple our credit reporting. We have documented that for the research that was done.
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| 10/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Here 's my complaint for anyone to read and judge. In XXXX I was with XXXX XXXX for my servicer and was a bit late with my taxes {$33.00} but managed to pay. My reason for not paying was medical. I had already a payment arrangement with my Tax Office and agreed to pay the late payment. I wasn't aware the Fannie Mae sold it or transfer it to Shellpoint /NewREz , an boy this company has bad ratings with consumers already. This company through XXXX contracted a 3rd party agency to check my taxes ( called XXXX, they shared later after speaking with them that Shellpoint added escrow and insurance which I've been paying myself for the last 5 years. I contacted the servicer and asked them why? their answer was they can do whatever they want. I felt as ex-military that my rights weren't of importance. Not only have they added escrow to my account and charging for past late taxes when they weren't the server then but also adding insurance to my statement knowing that I've been paying on it and never behind or late. I believe we don't have any right in this world we live in now. It's a shame when someone doesn't even inform you there doing this. As of today XX/XX/XXXX, I am in forbearance until XX/XX/XXXX, and have mailed several payment and statement showing these payments not being applied and still being charged for insurance after my agent at XXXX send these idiots the 3rd copy of my insurance declaration page
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| 08/28/2020 |
Yes |
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- Trouble during payment process
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Web |
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Today XX/XX/XXXX, XXXX XXXX from ShellPoint mortgage servicing called me and told me she wanted to help me but I had to tell her how because my complaint it is all over and i told her it is a response to all the fees and extra charges they say I owned them She told me in current up today then I explained to her that when I got my loan modification With a lawyer help and the court too. I got 2 loans. The first one was for the new charges escrow and lawyers fees and few other charges and the other one was supposedly for what I owed in the house. she told me she did not know it and she is going to look into my loan modification contract and she will be back to me. And my new complain is about it they have my mortgage loan for less than a year why they keep Harassing me when they don't even know anything about my loan. they came and took over change my 2 loans into one they keep charging me for a late fee I was not supposed to have until I finished to pay one that was the government help I had at the time corrupted XXXX XXXX XXXX never charged me for any late fee or extra charges but they sold my account to the other corrupted company XXXX XXXX and shellpoint mortgage to change my loan terms. first they say I was into a bankruptcy and that was a lie they claimed I owed {$5000.00} or more and now they are saying the extra money I've been sending them it is for late fee they keep making claims that they invent
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| 01/23/2023 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a letter via mail, from my loan servicer ( XXXX XXXX Servicing ) that my loan was being transferred to Shellpoint, and would be effective as of XX/XX/XXXX. Prior to this notification XXXX Servicing and myself had already completed a loan modification after the forbearance had ended and this was effective as of XX/XX/XXXX On XX/XX/XXXX I received documents from Shellpoint alleging that my loan was XXXX days delinquent and XXXX was due. It appears that Shellpoint is attempting to disregard my contractual agreement with XXXX XXXX. I am requesting that Shellpoint validate these allegations with all documents that I am XXXX delinquent which includes the payment history to collaborate the allegations that I am XXXX behind on this mortgage. Furthermore, I would for Shellpoint to clarify where my payments on this loan are being held because their claim is that it is in XXXX or more suspense account ( XXXX ) I would also like a payoff letter stating the amount that is owed at the present time on my mortgage regarding my property.
CARES act rules state that mortgages in forbearance should not be reported as having late or missed payments. And the forbearance plan should not harm your credit score. Therefore I am requesting that Shellpoint refrain from reporting any negative issue regarding this loan from being reported to any credit bureau until these errors of resolution are resolved.
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| 11/16/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am a XXXX XXXX XXXX XXXX who experienced several setbacks, family deaths, and financial hardships due to the XXXX XXXX Pandemic. I applied for assistance with the XXXX Assistance XXXX and was approved for future payments. These payments have been sent to my loan XXXX Shellpoint Mortgage Servicing but they are not promptly applying these payments to my account.
On XX/XX/XXXX they applied the payment to my account on that day. In XXXX they received the payment on XX/XX/2022 but did not apply it until XX/XX/XXXX, XXXX.
I was advised by the XXXX Assistance XXXX the payment was disbursed on XX/XX/XXXX and to date they have not applied it. I am not sure why they are holding on to these payments and making my account have late charges ( they did waive the ones for XXXX ) because they already have the funds.
They told me they have to wait until the payment is late to post but this is not true because they posted the XXXX payment on XX/XX/XXXX.
This is causing great stress when I am already dealing with physical and mental health issues. When I called in XXXX the phone representatives kept telling me they did not receive the payment but in an email they advised me they did receive on XX/XX/2022 but did not post it until XX/XX/2022.
I was thankfully approved for 13 months future payments which will be frustratingly aggravating dealing with the servicer not promptly applying the payments to my account.
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| 04/30/2020 |
Yes |
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- Trouble during payment process
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Web |
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Mortgagor, XXXX XXXX NEW REZ Loan Number XXXX The XXXX mtg statement includes a {$3600.00} in legal fee charges that were already paid when I stopped the Notice of Default and foreclosure proceedings, when I brought my loan current after falling behind on my payments. My account was re-instated and brought current with XXXX, mortgage company at that time. On Thursday the XXXX, it was confirmed by a New Rez customer service agent, the aforementioned charge is due to unpaid legal fees. I find it suspicious that XXXX, in any form or way, failed to informed me of the aforementioned, specially when any fees relating to the default were were paid in full. Is this legal? It is my understanding that I paid all monies owed to XXXX in order to bring my account current. To date, payments have been made on time and there should be no reason to have additional legal fees being charged, when everything was paid in 2018. Why are these fees appearing now? Why would XXXX withhold these fees until the loan was transferred to NEW REZ? I find such actions suspicious and merit an investigation by the bank, on the legality of the charges. I refuse to make these payments. The following documents are attached herein : 1 ) copy of the payoff statement 2 ) mortgage statement.
Please have a XXXX speaking agent contact me if additional information is needed. Or you can reach me via email Mr. XXXX can be reached at XXXX XXXX XXXX
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| 04/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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( I already posted the text of this complaint as a reply to a resolution of a separate complaint about a related issue which was that escrow tax payments were made to the wrong account -- However because that complaint is listed as " closed '' I want to make sure this next issue is also addressed quickly as it seems to be a very time sensitive matter. ) The company sent me a letter assuring me that the lot number has been corrected and that the mis-paid funds have been replaced into my escrow account. I've checked on my online account and I'm satisfied with all these corrections. However, on the same date as the letter from the company which finally addressed these issues, I received a call from my insurance company telling me that my insurance bill has also not been paid. This is shellpoint 's responsibility and again they have completely dropped the ball. The insurance company sent me a bill now for {$1900.00} with the deadline of XX/XX/XXXX or my insurance policy will be cancelled. I do not have this kind of money on hand to pay this bill. But I also fear that Shellpoint will move too slowly to pay the bill. Please, if you are reading this, it is time to escalate this issue and get my insurance bill paid immediately!!! The insurance company 's name is XXXX XXXX XXXX and my understanding from them is that they are also reaching out to you. Please make it easy for them and me and get this taken care of.
|
| 11/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I had a mortgage with Ditech ( account # XXXX ) until I sold the home in XX/XX/XXXX, at which point the loan was paid off on XX/XX/XXXX. On XX/XX/XXXX, my insurance company, XXXX, sent Ditech a {$1900.00} check for the overage amount of my homeowner 's insurance which was to be credited to me by Ditech ( XXXX has sent proof of the check that was sent to Ditech, which I have included as an attachment ). XXXX also has proof that the check was cashed on XX/XX/XXXX.
Ditech has filed for bankruptcy and is no longer in service, and has no working phone number. I have tried since XXXX to get in contact with someone at Ditech. I previously filed a complaint with the CFPB and someone from Ditech responded that " it is likely that the check was forwarded to and cashed by [ Shellpoint Mortgage Servicing ] ''. This is 100 % not true ; I have contacted Shellpoint as well as their partner company NewRez, and they both have proof that Ditech never transferred my case over ( which makes sense, as I did not have a case/account/active loan with Ditech for them to transfer it over as part of their bankruptcy ).
Someone at Ditech stole my homeowner 's insurance credit check of nearly {$2000.00}, and it has 7 months and still no one has attempted to send me my money. Even more infuriatingly, there is no way of getting in contact with anyone at the now defunct company, and they lied in their last CFPB complaint response.
|
| 02/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
Older American |
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Shellpoint Mortgage Servicing acquired our mortgage loan XX/XX/XXXX that I have had for 13 years. I have never had an issue or late payment until then. Their billing was often delayed and partial amounts. However, I sent the payment for amount billed usually within a week of receiving the invoice. Shellpoint admitted that they were having problems with billing amounts and timelines.
The following are when my checks cleared on this loan. Again, for the amounts that were billed. The last payment to the previous holder, XXXX XXXX was XX/XX/XXXX for {$180.00}. The following are to Shellpoint Mortgage.
XXXX {$180.00} ; XX/XX/XXXX {$180.00} ; XX/XX/XXXX {$180.00} ; XX/XX/XXXX {$110.00} ( this was not billed ; amount given by phone ) ; XX/XX/XXXX {$1600.00} ( this invoice had 3 monthly payments due -- first notice I received on this amount ) ; XX/XX/XXXX {$610.00}. Have continued with monthly payments on time.
It appears they are reporting the XXXX payment late to the credit bureaus. I have contacted them 10-12 times without resolution. I was originally told that they were correcting in inaccurate late payment, but has not been done.
Shellpoint Mortgage Servicing is a rogue mortgage servicing company. They have 565 complaints by XXXX XXXX XXXX, over 200 negative reviews on XXXX and were sued by the Massachusetts Attorney General and settled for {$4.00} million on XX/XX/XXXX for violations of regulation.
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| 11/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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On XX/XX/18, I received a letter in the mail stating to contact them for assistance through the loss mitigation process. I am current on my mortgage and have never had a late payment. On XX/XX/18, I immediately called the number on the letter. It listed a Single Point of Contact of XXXX XXXX. I spoke with her and she stated that she was no longer servicing my loan. I questioned that because I had just gotten the letter the day before. She basically refused to help me and stated she had to transfer me somewhere else. When she transferred me the phone rang like 25 times and no on answered. I called XXXX back, but she wasn't available, so I transferred to someone else named XXXX, who was knowledgeable and helpful. I explained to her that I did not request loss mitigation and I was current on my mortgage. She reviewed my account and confirmed the same. I asked why I received this letter, she stated that someone made an error. An error!? This is my mortgage and they are sending me letters about loss mitigation when I have never missed a payment or requested that. I have had nothing but problems with this mortgage company since my mortgage was sold by XXXX XXXX to them. They had my personal information all jumbled up in their system, they are calling me at work to get me to refinance, and now they are making errors that I requested loss mitigation, when I didn't request it nor have a ever made a late payment.
|
| 07/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
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It has been brought to my attention that my credit report has been negatively affected due to a mistake by my mortgage company ( NewRez ).
I paid a senseless late fee that I should have never been charged and my account is current, yet this company has failed to remove a negative dispute/flag from my credit report.
As much as I want my {$75.00} late fee back, which was never warranted, all I really NEED is for this error to be corrected so that my credit score can be normalized. I have always had excellent credit until dealing with this company ( NewRez ).
In over 10 years of owning homes I have never had a late payment. The NewRez processing department failed me and then put all the blame on me. ( All the proof needed is in my credit history and bank records. ) Getting somebody on the phone at NewRez is impossible and further displays their total disregard and lack of customer service.
I have called and emailed NewRez for months now trying to get this resolved and to no avail -- I can not get anybody to respond to me regarding this matter.
It feels extremely troubling that I am essentially a victim to the subpar service from NewRez.
This matter has been ongoing for several months and it needs to be resolved urgently. Unfortunately, I am unable to move forward with other financial matters until this is resolved.
I sincerely hope that this message reaches someone who can help me. Thank you
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| 06/01/2018 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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|
Web |
Older American, Servicemember |
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On XX/XX/2018, we received a " Notice of Sheriff Sale '' from : Attorney XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, IN XXXX. He is fully aware of the procedural posture of the case involving this property which is currently on appeal to the United States Court of Appeals for the XXXXXXXX Circuit, XXXX XXXX XXXX, et al., v. XXXX XXXX XXXX, No. XXXX. He is also aware of U.S. District Court, XXXX District of Indiana, Chief Judge XXXX 's statement on the record with regard to staying any effort to hold a Sheriff sale pending the litigation of this case, briefing has begun. XXXX XXXX 's racial bias is a subject of this appeal. An appeal we note neither he or his firm have entered an appearance, or filed any motion seeking to hold a sheriff sale pending the outcome of the appeal. This litigation involves a claim that XXXX XXXX XXXX violated the Equal Credit Opportunity Act after we sought to assume the mortgage on this property, which after Attorney XXXX discovered we are XXXX, hindered our efforts to obtain the assumption. This latest effort by Attorney XXXX also violates the Fair Debt Collection Practices Act by threatening a Sheriff sale forcing us to pay a debt we do not owe ( and which we have been trying to assume ) before litigation, on appeal is concluded. He and his client XXXX XXXX XXXX, are attempting to deny our access to the court to litigate this matter by threatening a Sheriff sale.
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| 01/19/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
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XXXX. We were approved for a mortgage and it was sold to Shellpoint/Newrez.
2. We continue to get confusing and conflicting letters from Newrez including asking us to change our address to one that does not exist in our building.
3. The insurance department will not use the instructions that we provide them to request our XXXX every year.
4. Last year and this year, they have force placed insurance on our unit. ( We filed a complaint last year and it was resolved by putting the money that they erroneously collected into our escrow account ( obviously, we would prefer to have that money in our account and it is THEIR error ).
5. After submitting the XXXX this year for them ( again, they ignore the numerous emails, letters and phone calls asking them to please use the instructions the building 's insurance company provided us for them. They do it by email and not fax ), they have force placed wind insurance on our unit.
6. We call and speak to agents that agree that we have sufficient coverage and then we start getting the letters again.
7. Our XXXX is the exact XXXX coverage that we had when we bought our condo. We maintain proper coverage and we do not have time to do this year after year. My mother is XXXX XXXX XXXX and I do not have the time or energy to fight my mortgage company. We pay our mortgage payment via the auto draft, and we maintain sufficient coverage. This has become harassment.
|
| 06/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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|
Web |
Older American |
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Had problems with Shellpoint Morgtage Servicing Co applying my monthly morgtage payments as they used wrong a personal bank account number to withdraw funds to pay monthly morgtage payments, they claim I did not pay XX/XX/XXXX on time, but, I had sent them a payment of {$4500.00} on XX/XX/XXXX, with confirmation numnber XXXX, and I talked to a person in collections named : XXXX XXXX, who stated that those funds were " just sitting there '' and were never applied to my morgtage payments, therefore, " I never missed any monthly morgtage payments and the Morgtage Servicing Co should not have reported me to the credit bureau who, based upon the report from the morgtage servicing Co, the Credit Bureau lowered my credit rating from XX/XX/XXXX of XXXX, to XXXX in XX/XX/XXXX. I feel that is a wrong report because I NEVER ever missed any monthly morgtage payments, the morgtage servicing CO just did not apply the funds I sent them for whatever reason. I just need them to issue a correct report that I have never missed any monthly morgtage payment. I even sent them fees for late payments which I feel they should return to me and they also charged me NSF fees, even when I have always maintained sufficent personal bank account funds which I can prove by the balances on my monthly bank statements and also, all payments made to Shellpoint made on time with confirmation numbers issued by them from their online site.
|
| 03/06/2019 |
Yes |
- Debt collection
- I do not know
|
- Written notification about debt
- Didn't receive notice of right to dispute
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|
Web |
Older American |
|
This is follow up to my previous complaint filed on this site against Shellpoint Mortgage Servicing company.
Their behavior of harassment and intimidation is not acceptable. They bought my debt from another collection agency XXXX XXXX after XXXX XXXX used the same techniques to collect expired debt from XXXX XXXX XXXX who sold debt in bulk to XXXX XXXX.
XXXX XXXX, FL XX/XX/19 From : XXXX XXXX XXXX To : Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, MI XXXX To Whom It May Concern : After buying my debt from Select Portfolio for pennies you keep harassing me with the latest by sending XXXX XXXX XXXX on XX/XX/19 banging on my doors at XXXX am while I was soundly asleep ( I'm retired and sleep a lot ) to intimidate me on loan that XXXX had no desire to deal or foreclose many years ago.
You are violating every legal statue that bars you from harassment and intimidation.
You are violating : [ 15 USC 1692d ] 806 ( 5 ) [ 15 USC 1692d ] 806 ( 2 ) [ 15 USC 1692c ] 805 ( a ) ( 1 ) [ 15 USC 1692d ] 806 ( 1 ) [ 15 USC 1692c ] 805 ( 6 ) [ 15 USC 1692g ] 809 ( a ) [ 15 USC 1692C ] 805 ( c ) By this signed letter I am asking you to cease and decist all calls ( including third party ), all written correspondence and remove ALL negative remarks on all three credit bureaus ( XXXX, XXXX and XXXX ).
There is statue of limitations for collections and you are way past due that statue.
XXXX XXXX XXXX XXXX
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| 01/23/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
My XX/XX/2019 payment was auto drafted for more than double the amount of the payment. I promptly logged into the Shellpoint Mortgage Servicing website and saw that my escrow analysis had been redone. I quickly saw that Shellpoint had forced placed insurance on the home, even though in XXXX they listed themselves as lien holders on all my insurance policies. These insurance policies have been in place the entire duration of this loan. I also saw they had listed county and school taxes. These taxes are not associated with this home, and taxes are not escrowed with this loan.
I called Shellpoint on 1/2 and explained these errors. They notified me that the correction process would take a few weeks. I have emailed and mailed Shellpoint all copies of my insurance, and sent a letter explaining the errors. I have continued to call back, at least twice a week, for updates. A few times I was told that they would have a resolution by 1/19. Today, I was told they still have no resolution. The taxes still need to be reviewed and escrow analysis done again. My escrow account has not been refunded the erroneous forced place insurance policies. I confirmed with them that I owe a 2/1 payment, and it is still more than double the amount it should be.
How many people can afford to make two mortgage payments in one month 's time? That is what they have done to me, and are trying to do for the second month in a row.
|
| 11/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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I have inquired about paying my own taxes and insurance into my escrow in order to prevent my mortgage from raising. I have a fixed mortgage rate. I was told it would be possible but wait for escrow analysis to pay shortage or any changes. The servicer names Newrez attempted to charge me twice what the county asked for tax and attempted to raise mortgage higher than what was being paid without warning or option to pay shortage. I immediately called them and notified them of this error. They asked for documentation proving my taxes were lower. Once I provided it they then agreed to charge what county charges. I then proceed to tell them I still intend to pay shortage if there is any. They then notified me there is no shortage I actually have a surplus however they still want to charge me a higher rate in anticipation of a possible shortage. When I told them first all of their calculations are incorrect because they were based on the wrong tax information they said well that is the only option or write a hand written note to remove the escrow. I did. Then I was told I would have to refinance to a higher rate in order to remove escrow which was not mentioned before and the representative stated oh well there is no other way. This practice seems predatory and shady as it is as if they are trying to force unaffordable payments or undue hardship in order to push for forclosure or a higher interest rate.
|
| 06/15/2020 |
Yes |
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Web |
Older American, Servicemember |
|
Closed on the house XX/XX/2019. XXXX XXXX. No inspection was performed by XXXX XXXX. There were no Agency agreement forms signed by myself and the Real Estate Agent at the beginning. No Appraisal report of comparables, prices etc. given to me on the home. Since moving in, the past year has been such a hardship. The roof of the home has an impression. The roofer indicated just a matter of time before additional problems occur. A few days after moving in the entire heating and a/c unit crashed. I had no air condition all summer until I could arrange for install of a new system. I had to arrange some type of financing, and now I have a XXXX XXXX dollar a month payment on a XXXX salary. I had to purchase an entire new unit. A few months later the rains began and the driveway and front yard flooded and continued to flood after each rain. Currently the concrete driveway has sunk three inches, cracks throughout the driveway. Now, prompting me to hire a plumber to tell me the driveway is unsafe, will collapse and possibly a sink hole. As of the date of this complaint a sink whole has developed. The driveway is in danger now of collapsing. I have difficulty accessing my side door of my house. Clearly, fraud, misrepresentation has occurred. In addition I have suffered extreme hardship. Clearly fraud and misrepresentation. This past year has been an extreme hardship and pain and suffering in an unsafe home.
|
| 01/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I requested a PMI removal back in XXXX of XXXX and was told that my loan needed to be paid down to 80 % LTV to have the PMI removed. I paid down the mortgage to below 80 % and again requested a PMI removal. This time I was asked to pay for a BPO, which I did. I received a letter on XX/XX/202 stating that the home LTV was now at 73.96 % ( {$120000.00} ) and the home ( as it is an investment property and now needed to be paid to below 70 % LTV ) needed to be paid down below {$84000.00} in order to remove PMI. I sent in a check noting a Lump sum payment to be applied to " principal only '' as stated in the memo line, as instructed. The payment was erroneously applied to multiple future payments and I had to call the company to sort that out. I paid the loan down to {$84000.00} on XX/XX/2020 and requested a PMI removal the same day. I was sent an email that the request could take up to 30 days to process. Since then, I have called the company five times, speaking to 8 different representatives telling me that they are not sure why my PMI has not been removed and they will speak with a supervisor and get back to me. Not one of those people has gotten back to me, and me PMI has still not been removed. I am told their PMI/escrow department will not take calls from consumers, so I am left at the mercy of their customer service agents who clearly are not following up. I am unsure what to do at this point.
|
| 05/07/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I received my Mortgage XXXX dated XX/XX/2020 which stated my payment due for XX/XX/2020 was {$1000.00}. This was not the same as my normal mortgage payment is {$1800.00}. Because this was different, I contacted Shell point Mortgage Servicing to verify the total payment due so I didn't make a mistake. After two phone calls, I was advised there was {$810.00} on my account that they couldn't identify but it was the difference between my normal payment of {$1800.00} and the amount due on the statement of {$1000.00}. I made that payment. The XXXX statement then showed a late fee of {$26.00} and that the {$1000.00} was on hold as it was listed as a partial payment and I was now late for the balance. I called on XX/XX/XXXX and was told they found the issue and was escalating the case. I then called again on XX/XX/2020 as it was still not cleared up. That agent told me she found everything and re-escalated that case and attached my mortgage statement. Today, XX/XX/2020, it was still not cleared up so I called again and was told that they made the error but they would not credit that amount until I paid the remaining amount and they would not be able to do anything about the late reporting. I followed their instructions and their printed statements. This is their error but I am going to take the serious credit hit on this. I am also currently XXXX overseas making it very difficult to deal with this issue.
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| 08/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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NewRez is servicing my mortgage account. On XX/XX/2020 I made payment in full for the forbearing balance ( as due to COVID-19 event ) that I owed for the month of XXXX and XX/XX/2020, and an extra payment amount to cover XX/XX/2020 due. However, my extra payment amount appeared on my statement as for the extra principle amount instead, and my XX/XX/2020 due was still owed.
On XX/XX/2020 I called the customer service line at XXXX, waited in the queue and got disconnected by their automated system after 19 minutes.
On XX/XX/2020, I logged on my account online ( myloan.newrez.com ), wrote email via " Contact Us '' link and requested them to apply my extra payment they received on XX/XX/2020 to my XX/XX/2020 payment. I wrote the email because their web site stated that " Please allow two business days for emailed questions. '' On XX/XX/2020, which is 8 days past my 1st email, my payment still has not been fixed, I sent another email via " Contact Us '' link and also called the customer service line twice. The first time I got disconnected after 15 minutes, then the second call got disconnected after 35 minutes.
I am not able to resolve with NewRez regarding my past due amount. If I don't send in additional extra amount that I DO NOT OWE, eventually after a period of time, my credit score is going to be affected as I am already finished my forebearing period ( as the result of COVID-19 event ).
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| 10/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My home mortgage company keeps adding late charges to my account when my payments are made on time and I believe they are trying to put me in foreclosure. I have contacted them twice about the problem. I have also tried to submit proof that the funds for my mortgage were drafted out of my bank account before they were late by sending XXXX emails, one for XXXX 2016 and one for XXXX 2016, with attachments of my bank statement to prove it. They have said that they will not contact me once I have submitted proof of my timely payments because that could cause potential privacy issues and that I have to wait until my next statement to find out how the issues is resolved. So I send them the emails. The first time supposedly no one got it. This time I keep getting an error message that my email has been delayed. I am not sure if my email will go through and I have never seen an error message like this. I am worried that my mortgage company is trying to wait until I have three late payments or payments with insufficient funds, in order to foreclose on my property. I believe that might even happen as soon ans XXXX XXXX, 2016. One of my supposedly late payments the funds were drafted on the XXXX and they did n't deposit it until the XXXX. These are unfair business practices and I really need CFPB to help intervene or I am afraid I may go into foreclose to the dubious actions of Shellpoint Mortgage Company.
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| 02/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX a XXXX broker price opinion was scheduled for my home in an effort to remove PMI. On XX/XX/XXXX I submitted a formal appeal due to the XXXX results in which I felt the appraisal received was considerably low. New Rez- my mortgage servicer did not submit this information to the investor XXXX XXXX for review until XX/XX/XXXX. This is unacceptable. I called constantly for updates and they dragged their feet. On XX/XX/XXXX I then re-inquired in a status in which I was given no definitive answer. XXXX XXXX has XXXX days to respond per rules they must follow. On XX/XX/XXXX I call again with no further updates. On XX/XX/XXXX I call again and reopened a formal internal complaint under new Rez case # XXXX, and received a formal response from New Rez. They acknowledged the long wait time and stated an additional 30 days would be required.
This is unacceptable. New Rez purposely does not let you follow up with the department who handles PMI removal and purposely channels all customer communication to the customer service representatives who can not transfer you, nor relay your message to this department. I have been trying to remove PMI since XXXX and have paid {$180.00} each month since XXXX and request a final decision and response. New Rez purposely dragged their feet and do not allow customers direct access to the correct department in an effort to dissuade further follow up or action.
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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The company currently servicing our mortgage reached out in XX/XX/XXXX to refinance our mortgage due to the low rates, so we agreed. We locked in a rate of 3.125 % on XX/XX/XXXX with NewRez and supplied them with all the upfront requested documentation and eSigned all necessary forms. It is now XX/XX/XXXX and we still have NOT closed on the refinanced loan and they are asking for more documents, and my husband to correct the figures multiple times on the documents provided by NewRez for the refinance ( incorrect escrow figure, property taxes, etc. ). We constantly reached out to the company throughout the multitude of months since starting the process in XXXX and were told various stories about how the loan would be underwriting soon once one more bit of information was verified -- and the information to be verified never was accurate to begin with for our loan. Or, there would be no response and no escalation even after we demanded status updates with set deadline dates for such information. We have lost out on four months of saving {$300.00} a month that the refinance should have secured had it closed at the end of XX/XX/XXXX as it should have closed, and we now can not refinance with an alternate company at the same rate as rates have now increased, and also, the loan office does not get paid until this loan closes so there are multiple parties effected by this company 's gross incompetence.
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| 04/30/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Dear Sir or Madam : I have twice submitted requests to my mortgage servicer, Newrez LLC, to have my escrow account for taxes and insurance deleted ( XX/XX/23 and XX/XX/23 ) as I believe that I now have sufficient equity in my home to obviate the need for said escrow account. However, my request was denied on both occasions ( XX/XX/23 and XX/XX/23 ) with the following reason the LTV ratio does not meet the minimum requirement for your state or property type Based on the above denial reason, I twice submitted follow-up questions to Newrez LLC XXXX XX/XX/23 and XX/XX/23 ) as follows 1 ) What is the current LTV ratio of my loan?
2 ) What is the minimum LTV ratio requirement to delete my escrow account?
Since both of my requests were denied for LTV ratio reasons, I had assumed that Newrez LLC would have the answers to both of the above questions readily available. However, as of today ( XX/XX/23 ), I have yet to receive a response from Newrez LLC to either of the above questions.
The silence has been deafening as it leads me to believe that Newrez LLC does not have any basis for continuing to maintain my escrow account but would rather continue to pad their balance sheet with my money ( and the money of other borrowers in my position ) rather than perform the proper due diligence to ensure that only borrowers with insufficient equity will be required to maintain escrow accounts with Newrez LLC.
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| 06/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Second complaint I submitted a compleint against NEWREZ for refinancing an existing loan back on XXXX XXXX.
Mr XXXX XXXX contacted me a few days after, asking if I would like to continue with the loan or to get my {$650.00} for under, money I paid up front. I told Mr. XXXX if it was possible I would like to continue with the loan process, so we continued with the loan process, same problems occurred Mr XXXX again started asking to send him the same documents over and over again that I have sent to him.
I been sending documents since XX/XX/2020 when we initially started the refinance.
After a week or so when by and someone else would contact me asking for the same documents again, I would sent documents to this other person ( I have proof of this e-mails ) again another week would go by and someone else would ask me for the same documents. I felt like they were just playing games passing my folder to different people and not processing my loan.
I provided all the documents requested by NEWREZ several times to Mr XXXXXXXX XXXX XXXX, XXXX XXXX, XXXX XXXX and nothing has been done, I got tire of sending email and documents over and over.
The last email I sent was to request my {$650.00} refund on XXXX XXXX it is now XXXX and I have not yet received anything, at this point I would like just to get my money back.
Thank you in advance for your time and help for this matter.
XXXX XXXX XXXX XXXX
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| 01/23/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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Since XXXX XXXX, I was in an active modification review with XXXX. As of XXXX/XXXX/XXXX, XXXX had a full package with the underwriting team and prior to that we were informed that the loan would be transferred to Shellpoint on XXXX/XXXX/XXXX. Prior to the transfer from XXXX, XXXX assured that I had a full package which meant that the sale date would postpone and that Shellpoint would take on the file just as it left. After speaking to XXXX in XXXX, they stated it would take time for the documents to be reviewed and only on XXXX XXXX, XXXX were we told that ALL documents had to be in on their forms. We provided Shellpoint all new documents with corresponding proof only to be told on XXXX XXXX, XXXX that more docs were needed. I provided all documents and today I was told tht my income of {$10000.00} does not qualify for HAMP?! HAMP is not even an approved program then the point of contact said I do not qualify for any programs, so I mentioned will I receive a DENIAL letter so I can appeal the decision and he stated NO. This is classic example of dual tracking how cn this servicer take a file from another servicer as a full package then take 4 weeks to review and just on the eve of the sale state I dont qualify for any programs including a NON-EXISTENT program like HAMP? Please help I have over XXXX equity in my home and they are not playing fair I have complied with all that was requested of me
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| 02/03/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We were on automatic payments with NewRez for 2 yrs no issues until XX/XX/XXXX they stopped taking payments. Did not notice until the second payment was not taken out for XX/XX/XXXX. No notice, email, or call. Recieced letter mid way through XXXX about missed payments. We changed nothing on our side. Website showed we did not have an account set up for payments and told us we had to reapply to set up autopayments. Even though we paid the back balance with the account they said we do not have on file or set up. Next shows we have autopayments still set up. Ok shows that next payment is set for XXXX. Come XX/XX/XXXX the website show no account or autopay set. Says to resubmit. Log in next day autopayments are showing again. Day XXXX of XXXX no autopayment is showing manually paid and is still not taken out of account. When we contacted they they said the issue is not on their part but our side. We have had XXXX for 17 years paid our mortgages on autopay through them and never had an issue. Over 11 years with XXXX XXXX not 1 issue. XXXX buy new house mortgage gets sold to NewRez no issues first 2 years and now this. Dropped my credit report over XXXX points because of this and never had a missed payment in 20 years. This trash and I should not be pu ished for their mistakes. I hate this company and they have hundreds of reviews saying the same things. Worst company ever had to pay or depend on.
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| 03/02/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/XXXX of XXXX I began receiving notices from Shellpoint Mortgage Servicing saying they would force insurance on my property at XXXX XXXX XXXX XXXX, XXXX Ga. I have insurance so my insurance company faxed proof of coverage to the fax # listed on the notice. XX/XX/XXXX I got another notice from XXXX. This time my insurance company called them. The problem they claim is they have my address as XXXX XXXX XXXX, XXXX. They are missing the XXXX and XXXX also has the city wrong. The city is XXXX. At this time my insurance company wrote a letter to XXXX stating the two things they had wrong, and sent proof of insurance and also my tax assessors document showing the correct address. This letter that was notarized and with the attached information was sent 3 ways ... 1. faxed to XXXX 2. uploaded to their website and 3. regular mailed to XXXX XXXX XXXX XXXX, MI XXXX. I'm still receiving letters and now my mortgage is due and they have added for insurance. I've called them and they will not help me. They tell me I need a XXXX form but won't provide it for me and the postal office doesn't know what they mean. They are really ugly to me when I call. I'm not financially able to get a mortgage with another company or I would do that. I'm an older lady and there has to be someone out there who can help me with this company. Please can you help? I tried to upload my documents but it says file too large.
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| 05/05/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
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|
Web |
Older American |
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I refinanced my home on XXXX XXXX, 2014 with New Penn Financial. In the mortgage document that was executed was an automatic payment enrollment form that states that I can have XXXX Mortgage Servicing ( New Penn 's mortgage servicing arm ), withdraw funds from my checking account biweekly on the start date that I specify. I specified XXXX XXXX. ( By having funds withdrawn bi-weekly, I pay down the principal faster. ) XXXX did not withdraw on the XXXX but waited until the XXXX. I objected that the XXXX was out of sync with my payday and that I wanted the agreement honored. They stated that they only draft accounts on XXXX dates each month and that I had no choice what date they drafted. When I objected they took me out of the biweekly withdrawal program and charged me a late fee.
I 've been paying biweekly on my paydays since but because I out of sync with their schedule they charge me a late fee plus I am not getting the principal advantage because they do not honor my payments a paying down the principal. To get this advantage they say that I 'd have to pay an additional XXXX up front.
I want them to honor their agreement, deduct my account on the date specified in the mortgage agreement, and credit my account with principal pay down.
I 've filed XXXX Better Business Bureau complaints and they 've failed to respond to either.
They call to remind me that my payment is late every month.
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| 09/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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|
Web |
Servicemember |
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I am the heir of a property with a mortgage serviced by Newrez. Newrez took over servicing on the mortgage from XXXX XXXX on XX/XX/2023. XXXX XXXX had already recognized me as the authorized representative of the estate ( as of XX/XX/2023 ) I contacted Newrez on XX/XX/2023 to change the name on the mortgage because I am now the sole owner of the house and the estate has been closed/discharged by the court. I have all necessary legal papers to prove ownership and final disposition of the estate.
Newrez provided the following information ; XXXX. I was told I could not change the name on the mortgage and it must stay in the estates name.
XXXX. I was told they had no record of me being the legal representative for the estate or the mortgage.
XXXX. I was told I must have a property insurance policy in the name of the estate. I am the legal owner of the property therefore the insurance is in my name but the estate is a named as an additional interest in the property insurance. That was not acceptable according the the letter I received from Newrez on XX/XX/2023 XXXX. When I asked to escalate the case the Newrez call center representative said I had no standing to escalate and that no one in the company could help me. Said I must accept that the only name on the account can be the estate 's name. The call center representative told me my only recourse was to seek legal counsel at my own expense.
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| 09/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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XXXX XXXX : I changed my email address online at newrez.com and have had no account access since then.
XXXX XXXX, XXXX : I called in and was told they would submit a ticket. I should wait one month.
-XXXX XXXX, XXXX : I again called in. Told to wait 24 hours this time.
-XXXX XXXX, XXXX : Third time I called in. Spoke to XXXX and then a lady supervisor. Supervisor said they should have been able to delink the email when I originally called in. She can see the two tickets from XX/XX/XXXX & XX/XX/XXXX but they are still pending. No notes have been added, so they havent yet been worked on. Told there is no way to speak to the IT department. I just have to wait. I should receive an email when the process has been completed.
-Today, XX/XX/XXXX : Fourth time calling. Still getting all the same error messages : Unable to Sign In, Good News, It Looks Like You Already Have an Account etc. XXXX XXXX was unable to get me any further.
When I try to create a new account, it will say Good News, You Already Have An Account. When I try to reset the password, I receive an email to my old email address that says Password Reset Request Denied... At this time your password can only be reset by an administrator because you are currently locked out of your account. This email tells me to call the same XXXX number for help. I've been calling now for 7 months and still have NO ONLINE ACCOUNT ACCESS.
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| 11/12/2019 |
Yes |
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- Trouble during payment process
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|
Web |
Older American |
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XXXX XXXX XXXX XXXX financed a loan for my purchase Payment for XX/XX/XXXX due and paid and check cashed by XXXX XXXX XXXX Notice of assignment or Transfer of service dated XX/XX/XXXX for XX/XX/XXXX payment to be paid to : XXXX XXXX Payment due on XX/XX/XXXX mailed payment XX/XX/XXXX for XX/XX/XXXX payment, then payment cashed Received letter after I mailed payment that Notice of service transfer dated XX/XX/XXXX to NewRez all payments on or after XXXX XX/XX/XXXX go to NewRez I contacted NewRez that XXXX payment was cashed by XXXX XXXX I faxed and e mailed and regular mailed both bank copies of cashed Mortgage payments One for XXXX One for XXXX to : NewRez, Received statement I owe for XXXX from NewRez NewRes never replied and upon calling Shellpoint Mortgage Servicing the New Rez latest new department to talk to about my payment I still owe for XXXX and they received my documentations of payment but have 60 days to reply?
So my question is why did XXXX XXXX XXXX turn me over to XXXX when it was going bankrupt and further more why did XXXX take my mortgage when it knew it was going bankrupted and cash my check? and why doesn't NewRez respond and acknowledge my payments to XXXX? Is'nt this bad customer service?
Why should I be tossed around three times within getting a new loan just assigned in XX/XX/XXXX? I am XXXX I just relocated to a new town and had a XXXX XXXX and this is stressful
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| 03/23/2022 |
Yes |
|
- Struggling to pay mortgage
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Web |
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Received letter from foreclosure attorney with sale date for my property XXXX.
Foreclosure Letter dated XX/XX/2022, postmark envelope XXXX/XXXX/202. Requested from my mortgage servicer recently, and several times, additional time on a forbearance. I was told I could not get a forbearance because I had a previous forbearance of which I found out was not true. Shellpoint customer service has given me misleading information and they are trying to make me lose my house to foreclosure. My research I found I could have a forbearance up to 18 months under the Covid -19 or Hero Act. In my mortgage documents I signed at closing it states I was to be given 30 days prior to foreclosure sale date, of which I was not given. My mother who is elderly was affected by XXXX she now has terminal health issues from XXXX. I was affected by XXXX my employer closed the business where I was employed, I lost my employment and I had XXXX too. Submitted financials and all requested information for mortgage assistance, I have not received a denial letter for mortgage assistance or my request for a forbearance. I have not received a letter from foreclosure attorney asking me to validate the debt I have made a request. Shellpoint customer service is rude, and I was told that I needed to sell my house because I could not afford it. I feel I have been discriminated against because I'm a XXXX female and a Senior Citizen.
|
| 01/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have been trying to resolve my home loan for the last 3 years without result. I have paid extra on my loan for the past 11 years and was under the impression that I would have paid it off by now, but instead they have continued to surprise me by charging more and more each year. The previous lender filed for bankruptcy and beginning XX/XX/XXXX I noticed payments werent posting correctly. I have called and called and faxed and submitted online review requests multiple times with different answers each time. The current lender Shellpoint-division of Newrez has additionally added {$4500.00} on XX/XX/XXXX to my principal balance, supposed fees from Bankrupt fees. I have neither authorized or ever filed for bankruptcy in my life. Upon pressure I was told it was previous fees not posted correctly. I requested a payment history and review to which upon review has many years of payment history missing and has multiple prior service cost assess and unapplied payments on the ledger. I have called and been told to write a dispute and I have multiple times-on XX/XX/XXXX after review of paperwork received and finding of charges imposed without authorization I sent another request of review to what they returned the response that they had already sent a response and to refer to the letter dated XXXX. This is a nightmare and a never ending loop of payments after payments without end for almost 20 years.
|
| 07/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This company continues to misappropriate my account to point of not noting the account timely to garner additional fees.
The payment for XX/XX/2023 was sent overnight mail on XX/XX/2023, and the money order was cashed/posted XX/XX/2023. The payment for XX/XX/2023 was sent overnight mail on XX/XX/2023, and the money order was cashed/posted until XX/XX/2023. The payment for XX/XX/2023 was sent overnight mail on XXXX XXXX, 2023 and the money order was cashed/posted until XX/XX/2023. The payment for XX/XX/2023 was sent overnight on XX/XX/2023, and the money order was cashed/posted XX/XX/2023. They payment for XX/XX/2023 was sent overnight on XX/XX/2023, and the money order was cashed/posted on XX/XX/2023. The payment for XX/XX/2023 was sent overnight XX/XX/2023, and the money order was cashed/posted on XX/XX/2023. The payment for XX/XX/2023 was sent overnight XX/XX/2023, and the money order was cashed/posted on XX/XX/2023. No payment has been late nor missed so the information they have provided is not accurate. This is indicative of the issues with this company. They payment is sent and they do not pick it up or post it timely which results in what they alleged are late payments.
Secondly, the XXXX XXXX monies are supposed to provide to all homeowners and in this case, XXXX has XXXX multiple errors since obtaining my account from XXXX, which is now a defunct company.
Regards, XXXX XXXX
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| 08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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RE : Flood Insurance Credit for XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Frustrating situation. I have provided proof of Flood Insurance coverage. NewRez charged my account $ XXXX AND increased the escrow balance that increased my mortgage payment from {$1700.00} a month to a whopping $ XXXX!
Over a three month period, I have tried resolving this matter to no avail. I called speaking with your representatives five times in 3-4 months. I've documented each call. The last call in XX/XX/2022, the rep told me he would take care of it ; he just needed to email the Escrow Dept, something other rep 's didn't do he said. Well, I called today, as well as reviewing my online account. Still unresolved. He misrepresented his capabilities and it is very concerning. Not credited yet!
I have tried over the last 3-4 months to resolve this troubling issue/charges. I need to hear back from someone at NewRez who can actually DO SOMETHING and clear up this terrible situation, costing my family money when it is unjustified. I have not yet filed formal complaints with the XXXX, and US Consumer Protection Agency, but I am not getting any results and it is hurting us financially. NewRez can email me a response, schedule a time to call to discuss, or simply call ( XXXX ) XXXX. I need to resolve this pressing, financial matter immediately.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 04/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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Re : Acct # XXXX On XX/XX/XXXX I spoke with XXXX XXXX at ShellPoint Mortage and reached agreement to make 3 months payment and then Shellpoint would bring my mortgage current making my next payment due on XX/XX/XXXX.
I made this down payment in XXXX via several checks totaling {$2000.00} as noted below ( see copies enclosed ) : CHECK DATE CHECK AMOUNT CHECK NUMBER XX/XX/XXXX {$510.00} XXXX XX/XX/XXXX {$510.00} XXXX XX/XX/XXXX {$510.00} XXXX XX/XX/XXXX {$510.00} XXXX I then received a letter dated XX/XX/XXXX ( see attached ) regarding a repayment plan for account # XXXX. This letter states that a down payment of {$2000.00} was due on XX/XX/XXXX. Since I made the payments as listed above I expected that this was the down payment. I wrote to ShellPoint on XX/XX/XXXX ( see attached ) asking that they confirm that the down payment has been satisfied and I can commence with the next payment on XX/XX/XXXX. But, to date I have not been able to get a straight answer or response from ShellPoint.
So, I am submitting this request in hopes that they will respond and confirm receipt of the down payment and confirm that this payment agreement is in effect and that my next payment is due on XX/XX/XXXX.
Additionally, I do have concerns with the monthly amounts as stated in my letter, especially escrow for insurance payments when I am not aware of ShellPoint making any insurance payments on my behalf.
|
| 07/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
|
Loan : XXXX My home primary residence XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Mortgage with : Shellpoint Mortgage After forbearance ended. As per the law in effect in New York I requested a deferment and to resume paying the monthly payments of {$9700.00} which is the same amount that I was paying before the forbearance.
Shellpoint mortgage on Tuesday XX/XX/2022, XXXX XXXX XXXX ( the officer in charge of my account at Shellpoint ) called me and informed me that the deferment of the 18th months was approved and the modification that was offered will be canceled and replaced with the 18-month deferment. She asked me to pay the XXXX monthly due of {$9700.00} I accepted the offer and agreed to make that payment on Friday the XX/XX/2022.
On Wednesday XX/XX/XXXX, Thursday XX/XX/XXXX and Friday XX/XX/XXXX I called many times to make that payment and left XXXX XXXX voicemails as I could not reach her. I also left her a note with her colleague, in that regard to make that XX/XX/2022 payment of {$9700.00} Now when I try to make that payment Shellpoint renegued on the deferment and would only allow me modification with an increase of {$820.00} each month until the end of the loan. an increased amount that I can not afford which will eventually cause me a foreclosure and the loss of my home.
Please I beg you to interfere and correct this injustice Thank you XXXX XXXX XXXX XXXX XXXX XXXX
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| 12/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
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I received a letter from Newrez, LLC, dated XX/XX/2023 stating that wind damage coverage is required on my individual condominium unit HO6 insurance policy. In the same sentence Newrez states that " we plan to buy insurance for your property. '' Newrez then went on to state the following : " You must pay us for any period during which the insurance we buy is in effect but you do not have insurance.
The insurance we buy : May be significantly more expensive than the insurance you can buy yourself ; may not provide as much coverage as an insurance policy you buy yourself. '' This communication from Newrez was received apparently without any knowledge or attempt to understand that the condo unit in question is contained within a larger building. The wind coverage is carried at the association level on the master policy, not at the individual unit level. Newrez took no time nor interest to understand the facts prior to sending out an aggressively worded communication.
My ultimate concern is that those who receive this type of letter may feel pressured or coerced into adding coverage onto their individual policy that is redundant and not required, therefore incurring unnecessary cost.
The customer service agent at Newrez, acknowledged that other people have complained about the same issue and management within the organization is either indifferent to the concern or unwilling to address.
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| 02/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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My mortgage Lender Shell point Mortgage Servicing fail to pay the property taxes second Installment on XX/XX/XXXX. ( escrow account ) they said sent a check for XXXX to XXXX XXXX treasurer XXXX XXXX on XX/XX/XXXX, as a right now they don't respond where is the Money. the house is in Delinquent status, I am calling every day and no one seems to be doing anything to resolve this issue. I need you guys to help me with this situation. I sent this letter below under RESPA To Whom It May Concern : This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ).
.
I am writing because : After researching Property Index Number ( PIN ) XXXX, our records indicate that payment has not yet been received for the Tax Year XXXX Second Installment.We required that you pay our property taxes second installment AS SOON IS POSSIBLE as well the interest what does been accrued.
I spoke with XXXX the scrow supervisor on XXXX, he said is working trying to reach the XXXX XXXX treasurer to figure out where the wire money was applied.
We have been calling every other day and nobody seems to be doing anything to resolve the issue.
My contact information is : I understand that under Section 6 of " RESPA '' you are required to acknowledge receipt of my request within 5 business days and take action to resolve my inquiry within 30 business days.
Sincerely, XXXX
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| 01/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My home loan was recently transferred from XXXX XXXX XXXX to XXXX XXXX XXXX ( Originator ) and Shellpoint Mortgage ( Servicing ) on XX/XX/XXXX. According to 2 Shellpoint Customer Service Agents and Shellpoint 's Web Site, Shellpoint is missing records of my XXXX and XX/XX/XXXX payments to XXXX XXXX XXXX. Shellpoint asked me to wait on making my XX/XX/XXXX payment until we resolve this matter, but meanwhile my account continues to show that I am behind on 3 payments totaling XXXX.
I called Shellpoint to try to resolve the matter on XX/XX/XXXX. I sent proof to Shellpoint via email on XX/XX/XXXX of both my XX/XX/XXXX and XX/XX/XXXX payments in the form of screenshots of my XXXX XXXX XXXX Payment History Page and my bank statements all showing a payment to XXXX of {$3600.00} on XX/XX/XXXX and a payment to XXXX of of {$3600.00} on XX/XX/XXXX. I called Shellpoint to again to try to resolve the matter on XX/XX/XXXX. Shellpoint indicated to me that they received my email, but did not receive my email attachments. I have a screenshot of the email I sent to Shellpoint with email attachments.
The matter is still not resolved and Shellpoint continues to blame me and ask me to work with XXXX to resolve the matter. I find it very interesting that Shellpoint 's website shows that they have every single details about how much money I owe them, but is missing all details of how much I have paid them.
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| 10/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Due to a XXXX on XXXX/XXXX/XXXX, the judge ruled that we must put our XXXX XXXX condo in Short Sale. I began the process last year in XXXX with XXXX XXXX XXXX XXXX Late XXXX XXXX XXXX XXXX sold the mortgage account to Shellpoint Mortgage Servicing. At that time, I had to begin the Short Sale process all over again under Shellpoint. Since XXXX, I have repeatedly sent the same documents over and over again. They ask for : 1months pay stubs, bank statements, Uniform Borrowers Assistance Form, Dodd-Frank Certificate, Buyer 's Proof of funds, Homeowner Association Statement, 2nd Mortgage payoff letter. Once I ( and my realtor ) send in all of these forms they wait two months and ask for them again. Sometimes they say the forms are not in the file or were lost with the old case manager, and sometimes they say that the forms are outdated and we have to submit them all again.
Overall, Shellpoint case managers seem to either be very overloaded or incompetent.
Just one month ago, I was told that all documents look good and are being reviewed by the underwriter. As of today, XXXX/XXXX/XXXX, I am told to refurbish many of these documents all over again.
It has been a year now since I have started the Short Sale process ( under a judge 's ruling ). I have tried very hard to avoid foreclosure. At this time, I do have a buyer and I 'm scared I may lose them due to the lack of attention to my case.
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| 05/05/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
Servicemember |
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I have several rental properties. 2 with chase mortgage both are conventional loans I also have one conventional loan also with Shellpoint mortgage. XXXX was very streamlined, and pretty accurate on handling everything including the credit reporting. However, Shellpoint did not report the same as chase mortgage on credit reporting. I started all 3 at the same time ; the same processes, same payments, same modification and was not in default or late on any of my mortgages when I started the forbearance process. I completed the modification program and even paid an extra payment that I was not made aware of when going into the modification process. This was probably missed by a lot of other consumers as well because it was not in the primary page disclosing the payment program. It was on a page prior to it that I almost missed because I didnt see it or know to look for it. I was recently denied a loan for two reasons- DTI was too high and my mortgage reporting from Shellpoint was not reflecting as XXXX reported my 2 mortgages. Shellpoint said they had to report as it was delinquent during the processing of my modification. Which I believe is incorrect according to the Covid regulations. They also did nothing to help with the rate or terms of my mortgage as XXXX did. I didnt even ask them if they were offering but when I asked Shellpoint they said they dont offer rate and term adjustments.
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| 09/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Hello I am writing this concern/complaint regarding my mother 's house that is in foreclosure. I am not sure where to turn to for help other than here.
My mother passed away in 2015 and she was the owner of the house. My mother 's name is on the mortgage as well the sole payee. Once she passed, the mortgage was unable to be taken care of. My father ( Senior Citizen ) could not take care of the payment, for it was too high. He went into XXXX XXXX.
The original loan was handled by XXXX. My sister tried to work with them, but they toiled with her for so many months. Then, one day, the loan was given to ShellPoint Mortgage which we are still confused about. We tried to work with them, but nothing. After that, we were told that someone else is in charge of our loan, but have no idea who.
We are in state of confusion about what is happening. No one is talking to us or explaining really what is happening.
I read that you have policies in place to protect the passing of loved one 's who where owner 's of homes, as well the heirs to the homes. We were not given any instruction or help in regards to that.
At this point, we are in dire need. We were not aware of your service before and looking to you for help.
The amount of the loan is around {$300000.00}. My mother was the owner. The original bank owner was XXXX. We are based out of XXXX, California.
My email is : XXXX Thank you.
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| 09/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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From XXXX to XXXX, we repeatedly submitted requested documents and loan modification applications to XXXX consecutive servicers, the last being Shellpoint Mortgage Servicing on behalf of XXXX Mortgage. Shellpoint Mortgage Servicing approved our application for a reasonable loan modification with their standard loan modification in XX/XX/XXXX. After completing the trial period we received the permanent loan modification with contractual terms, conditions and financial obligations we found to be unfair and unjust. However, we accepted the loan modification under duress. We did this because to us this was a continuation of our 10 year struggle to obtain a reasonable loan modification that fairly evaluated the unique circumstances of the causes of our mortgage delinquency. We spoke to XXXX XXXX about our concerns and followed up with a letter and emails to the Shellpoint Loss Mitigation and Escalation departments. To date we have only received letters telling us that they are investigating our issue, but no one has called or written to us for input. Yet to date we have paid the monthly payments of {$2300.00} which we believe is too high for XXXX/XXXX/XXXX and XXXX/XXXX/XXXX on time. This is the reason for our complaint and a request to Shellpoint for a 90-day grace period for submitting our appeal and for dealing with the additional expenses we incurred due to the effect of hurricane XXXX.
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| 03/31/2015 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
Older American, Servicemember |
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I recently closed on a VA Re-finance through XXXX, the representative I dealt with XXXX XXXX and his supervisor XXXX XXXX both told me ( in e-mails and recorded conversations ) that if I refinanced through XXXX XXXX Mortgage that I would be allowed to skip my XXXX ( {$2300.00} ) and XXXX ( {$2300.00} ) payments to Shellpoint Mortgage my old lender ( Mortgage Company through New Penn Financial ). I asked if I could skip XXXX and XXXX payments as I had already paid Shellpoint the full amount for my XXXX payment ( {$2300.00} ) however XXXX said no it need to be XXXX and XXXX Payments that I could skip based on loan ( Re-Finance ) closing. Again I was ensured that I would get my XXXX full payment back by XXXX. Shellpoint had included part of my XXXX payment in final settlement and only reimbursed me for partial return of my XXXX payment made on XXXX XXXX XX/XX/2015 of only {$1200.00} was returned from XXXX payment and {$1300.00} left over from my Escrow account. I was shorted {$1000.00}. I have contacted both XXXX and Shellpoint requesting the balance of {$1000.00} ( might not be considered a lot of money but when you are a XXXX it is a lot of money ). All I seem to get is the run-a-round. And XXXX of the companies has committed fraud and definite deceptive trade practices. I want to file a formal complaint. XXXX XXXX XXXX XXXX XXXX ( XXXX ) and XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX # XXXX.
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| 01/08/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Fees charged
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|
Web |
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Newrez and Shellpoint acquired XXXX home loan in XX/XX/XXXX and began to service my mortgage. Unfortunately they are using the same illegal practices as XXXX. False claims of late fees, escrow deficits, unapplied funds and non payment. I have requested a detailed transaction analysis of the life of the loan and they have refused to provide this. The Newrez/Shellpoint website does not facilitate mortgage payment unless false claims of late fees and 'unapplied funds ' are paid. These servicers make it almost impossible to make a payment over the phone. I did so In XXXX and recorded the call to prove the payment was made. I later received emails claiming no payment was made.I also attempted to use bill pay and requested the servicers account number which they refused to provide. Today I received a registered mail letter from Shellpoint threatening foreclosue and reporting me to a credit agency to harm my credit score. My loan is current, there is no escrow deficit and payments are on time. The XXXX mortgage payment was made XXXX XXXX. The XXXX payment was made to Shellpoint over the phone to a representative after not being able to pay via their website. The XXXX payment was made on XX/XX/XXXX to Newrez via Bill Pay from XXXX XXXX XXXX and the XXXX payment was made XX/XX/XXXX via Bill pay tfrom XXXX XXXX XXXX to Newrez. Newrez and Shellpoint are sister companies and both are complicit.
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| 09/28/2019 |
Yes |
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- Trouble during payment process
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|
Web |
Older American, Servicemember |
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Shellpoint Mortgage Servicing has refused to remove the {$2500.00} charge for Other Deferred Amounts from our monthly statements. The amount in question represents three monthly payments they posted to our account subsequent to the date they purchased our mortgage. There are four issues in this matter.
1. The {$2500.00} amount represents three payments of {$860.00} for the months of XX/XX/2014, XX/XX/2014 and XX/XX/2014.
2. This amount was not included on our monthly statement when XXXX XXXX XXXX was the servicing agent prior to the mortgage being sold to Shellpoint Mortgage.
3. These charges were applied to our account by Shellpoint Mortgage Servicing retroactively subsequent to the date they purchased our mortgage from XXXX XXXX XXXX.
4. Paragraph # 4 of the modification states in referring to Deferred Principal Balance I will not pay interest or make monthly payments on this amount.
The significance of this is with Shellpoint including this amount in the monthly payment statement it becomes Past Due which triggers inspection fees, late charges, Notices of Intent to Accelerate and other fees.
This situation violates the terms of our mortgage. More seriously this mortgage has been sold twice in four months with serious problems in the transmission of the current financial data. My question, is this an attempt to defraud mortgagees with selling and transferring the mortgages?
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| 12/31/2023 |
No |
- Mortgage
- Conventional home mortgage
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- Closing on a mortgage
- Closing disclosure or other related disclosures
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Web |
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Shell point mortgage upcharge my pre-foreclosure home costing me XXXX from a failed contract when they publicly publicized a pre-foreclosure measure rate at the end of my first contract back in XXXX spiraling the mortgage out of control and losing that contract by the buyer you're sending what these dirt balls take all my regular payments of 35 months and put none of it towards the principal they charge me double the attorney fees by hidden fees and codes and they also try to double my taxes when they got government money and they still withhold my XXXX that shows this payment from the government to XXXX XXXX and Shell point and there was holding it for me today currently is my taxes are still held up for 3 years extreme pain and suffering they stole my home their third-partied me to debt collectors to mitigate the liability just like the government does with third party institutions which is the biggest XXXX scheme in the world this is no laughing matter you stole my XXXX home why would I be another another victim of scamming because it's the great take and there's nothing we can do about it thank you government for allowing Banks to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXn the street my home is gone now my security is gone my hopes and dreams are gone it's middle of winter up here in XXXX New York you XXXX you XXXX XXXX my home you XXXX stole my home
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| 07/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I sent in a complaint regarding the lender stating due to the NPV findings they would not modify me. However i believe the NPV test is incorrect as the reason i am not being modified is due to the fact the investor would like their money in the time frame allotted in my original mortgage agreement and lowering my rate or payment and or extending my terms would not allow that to happen. I believe i am a victim of a scam as my original lender and investor was XXXX who was bought out by XXXX in which awarded home owners money for the scam created by XXXX XXXX. I do not believe the documents in which i signed were legit at the time i opened this loan and i am also convinced it was predatory as my rate is well above the average rate at this time. I also requested a copy of the pooling and service agreement and still have not received it and also i do not belive the mortgage documents and assignment of mortgage is correct. I am in a non judicial state on which the foreclosure process is less and i do not have my day in court however my lender was brought up in a federal suite and lost and i believe my mortgage qualified as part of that suit. I would like answers to these questions in which the lender has been avoiding for some time as a 12 % rate is unrealistic and is predatory. I believe the lender is keeping this information from me to avoid being fined and sued for wrongful foreclosure
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| 03/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My problem is with NEWREZ LLC NMLS # XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX PA XXXX They have bought my current mortgage from bankrupt Ditech and are now the servicers of this loan. However, they only carry a mortgage history from XXXX via one department and history from XXXX from another department, so I am having problems getting information about the total balance on my principal.
My original loan and payments started back in XXXX, so NewRez has no payment history from that date onward. I can not see if they are not crediting me with payments in those missing years, since the principal balance has actually gone up from {$210000.00} to {$290000.00}. I have been asking them over and over why has my balance gone up, and they can not answer or refuse to answer this question.
Instead, they send me a summary of payments with loan amounts, fees, and other amounts that are either added to my balance or are just listed, I can't tell which. I am unable to speak directly with them, only to Customer Service or Loss Mitigation employees who do not know the reason for the fees or additional principal.
NewRez has been very good in certain areas with at least trying to answer my questions in the Customer Service area, but they are limited in what they can do or say. They do not know why certain items are on my history and can not tell me if those items are added to my principal balance.
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| 12/29/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
|
My mortgage was originally held by XXXX XXXX XXXX and was sold to newrez in XX/XX/2022. Neither notified us of the sold account 30 days prior to the transaction as is required by law. Newrez reached out XXXX weeks prior to the change. I mailed a payment on XX/XX/XXXX after calling and getting the address to send checks as for some reason I was not able to complete an schedule payment on the portal. The check was required to be delivered by the XXXX. When I saw the check had not been cashed, I called the company who told me that this was a known issue affecting a lot of customers and they didnt know why they were not receiving payments and told me to call back the following week. I did and was told there was still no resolution and that I should just make another payment to avoid having anything negative on my credit report, and I asked why they did not have a policy in place if they knew the reason why they were not receiving payments was an issue on their end. I called again today and spoke with a manager and he said theres nothing he can do besides give me options to either pay again now or wait for the payment to post. For people who are outside the grace period from the transfer they are reporting negatively on these people over an issue the company created by changing payment addresses on the mortgage statements but not updating the barcode that is scanned for the post office
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| 06/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I put 50 % down on this house. My loan was sold to this horrible company, NewRez/Shellpoint. I was called early Saturday morning by a person who told me my loan was 2 months delinquent and my account could be referred to a collection company. I have an 800 credit score, my bank pays my bills and I was not delinquent. I asked her why the payment was increased {$700.00} per month and she did not know. I figured it was because they added their outrageous insurance bill onto my monthly payment. Then she suddenly awakened and said it was probably the reason. I have insurance and it is paid in full. In my 35 years the lender is notified if the insurance is not renewed. But NO, this company justs adds their own insurance without notice. I have hunted for hours to find the insurance department email and/or phone number for their insurance department and can not find it anywhere. I can get on the NewRez site but that is no help. I remember when my primary home loan was sold to NewRez/Shellpoint. On the 1 year loan anniversary NewRez/Shellpoint increased my payment on that loan {$1000.00} per month. It took them 6 months to get their mistake straightened out. I was so glad when I refinanced that loan with XXXX XXXX. NO other lender, to my knowledge, does this to their customers. In my opinion, this is a SCAM on consumers. I don't know if this is even legal for them to do without any notice.
|
| 10/16/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I applied for forbearance on both of my accounts and they were approved from XXXX to XX/XX/2020. In XXXX, at the end of the forbearance, I came to an agreement with the loan Servicing company and went into a repayment plan. So I don't understand why both of my accounts were reported as late which is not right.
Do you know why your company reported my account as late on all 3 credit bureaus? Do you know why both of my accounts haven't been updated on all 3 credits bureaus? I have been making payments arrangements since XXXX of this year and it shows up on all credits bureaus. I need the late report removed from my credit report on all bureaus and all payments made so far for the months I paid after forbearance updated. The fact that you reported my account late when we both agreed to a payment arrangements is a violation of the care act and against the law.
I'm currently applying for a SBA loan to purchase a business and out of the blue the 2 reporting made by your company just dropped my credit score which is hurting my chances of getting approved for the loan. I will most likely lose money if this issue is not fixed asap. I'm pretty sure they is a way to get this issue fixed right away instead of having me wait 45 days when per our agreement, this should've never happened in the first place. Now you're telling me to wait up to 45 days risking losing my deal? This is not fair.
|
| 06/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
Older American |
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Again, I applied for loan modification. I had to do an appraisal but the appraiser didnt want to because my grandchild was positive for Covid. I received another loan modification packet, I asked XXXX XXXX did I need to fill it out and she said no! They received the appraisal on XX/XX/2022. XXXX XXXX wrote on XX/XX/2022 and said things were a go. I might need to update income documentation. XXXX XXXX I asked if she needed anything else. No response. So I thought they were working on it. On XX/XX/2022 I asked what was going on? I get an email today XX/XX/XXXX that XXXX XXXX was on a leave of absence and I have another contact person. But today, I got foreclosure papers!
I called in and they said the new person tried calling on XX/XX/XXXX, however no one left a message. I mean not everyone has their phone to their hip! Why not leave a message?
I have been trying to get modification before Shellpoint bought it from XXXX XXXX! The paperwork was suppose to transfer but I had to submit new paperwork in XXXX. Then XXXX XXXX was out and had to wait. Sent paperwork by email and snail mail plus uploaded through portal. So now its my fault! Yes Im behind but Ive been trying to get this resolved.
I feel Shellpoint and other loan companies do this to get more fees!
I even got approved by XXXXXXXX XXXX XXXX Ohio on XX/XX/2022 but its still pending with my servicer.
Please see emails!
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| 05/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Older American |
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In XXXX, I paid off {$18000.00} on my mortgage which only had around a {$110000.00} balance. In early XX/XX/XXXX, I demanded NewRez do a recast on my loan on a recorded line. During over 40 phone calls, the customer service reps I spoke to pretended they did not know what a recast was except one person I spoke to in XX/XX/XXXX told me NewRez does not do recasts!!!!!! I have my phone bills which clearly shows these phone calls being made. None of the reps ever referred me to the recast department. After writing to XXXX XXXX their CEO, I finally was sent a recast form in mid XX/XX/XXXX but their XXXX program would not let me download the form. After five more phone calls I was finally sent the recast form by regular email in late XX/XX/XXXX. I completed the form ASAP and sent the {$300.00} recast fee which was never discussed with me or the recast form sent to m prior to my writing to their CEO, XXXX XXXX. Now today, XX/XX/XXXX, a XXXX XXXX told me my recast request was rejected because I had not paid off at least 10 % of the loan. THIS IS A VERY BLATANT LIE AND OUTRIGHT FRAUD. 10 % OF THE {$110000.00} BALANCE IS {$11000.00} AND IN XXXX I PAID OFF {$18000.00} WAY OVER 10 %. Anyway I am sending a copy of this complaint to my U.S. member of the House of Representatives, XXXX XXXX, and my two U.S. Senators, XXXX XXXX and XXXX XXXX demanding that the CFPB fine this company for fraud.
|
| 10/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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I was in a dispute with XXXX XXXX XXXX About {$2400.00} and some change that was sitting in a suspense account .That money was in a suspense account was for payments I continue making payments at that time my principal got paid off thats when I learned about the {$2400.00} and some change in the suspense account the next step I was getting a letter tell me my mortgage was being transferred and XXXX XXXX XXXX was going in bankruptcy Shellpoint Mortgage Took off my mortgage been demanding me to make a {$600.00} payment I have been paying them since the day they took over I paid a {$400.00} my first payment my understanding is my principal is paid off I can not be forced to pay up for mortgage I can pay whatever I want on this loan I only had a deferment of {$5300.00} why do I still owe the same amount my insurance was paid It should have been paid when it was transferred to Shellpoint will not let me speak with a manager ldid get a lady who said she was a manager last name XXXX she post to been getting all of this fix now I have not heard back from her I lelf several messages at XXXX they will not return calls my disputes they say theyre not going to fix it they are trying to take my property I need someone to review the account customer service told me they received the {$2400.00} At was in the suspense account What did they do with that I do not owe them {$4600.00} XXXX Thank
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| 01/23/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
|
|
Web |
|
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In XXXX of 2023, I realized that it was going to take much longer to return to work after being laid off from XXXX. This was contributing to my financial runway becoming more of a challenge to make payments. When I requested a forbearance, it was denied then later they offered making payment arrangements, what was unclear to me was the gross amount of daily interest being calculated against this loan product which became known the moment I put the house on the market and needed a payoff quote. It was then I realized that over a 5 month period of time this loans compounded interest accumulated to $ XXXX, which is predatory lending at its best. I requested forgiveness of this interest. The company was very slow to produce a payoff quote after multiple request by myself and the title company with zero ability to rush thereby causing the closing date to move on several occasions, while the interest continued to accumulate. While I am fully responsible for late fees and potentially some amount of fees associated with late payments but to amass this level of interest is highway robbery at its finest and Shellpoint should be penalized for this practice. My loans interest rate was 11.75 % already 3x of the going market rate, and that loan product already accounted for risk of default, to double down with daily default interest calculation on top of this high interest rate is criminal.
|
| 01/24/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
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Hello, My home mortgage was just recently transferred to XXXX XXXX XXXX ( ShellPoint ). I was notified of mortgage transfer late XX/XX/XXXX. Once I received the letter of transfer, I called ShellPoint to make a payment and set-up a re-occurring auto pay transfer. However, it seems the auto pay was never activated.
Couple of months passed by and I realized the amount of money I am keeping for the mortgage is not being deducted. I called Shellpoint customer service and only then I was notified that my account is past due! During the " past due '' period, I didn't receive any letters, phone calls or emails to indicate that my mortgage payments are not going through. Also, by law, I have 60days to make a payment from the day of notification ( mortgage transfer ).
Currently I am going through a financial hardship. I am trying to refinance to decrease my mortgage monthly payment. This false late payment caused my credit score to drop tremendously and not allowing for the refinance to happen.
I called shellpoint to resolve the issue. The only action they were willing to take is to report to prospective lender that my account status is current. Unfortunately, this is not enough. Shellpoint need to update the 30days past due payment reported in XX/XX/2018 to all credit bureaus to indicate there were no late payments on my account.
Thanks for your help in advance, XXXX XXXX XXXX
|
| 02/22/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I contacted Shellpoint Mortgage Servicing regarding an FHA modification and was told that the only way for the loan on my house to be modified is to assume the loan since I was only on the deed and my ex-husband is now only on the mortgage. They already had the XXXX claim deed but still would not allow me to assume it without his signature allowing me to assume it. He has been non-compliant and they have been aware of this from the beginning of this process, which started in XX/XX/XXXX.
Even though I was approved by FHA for the modification, pending on-time trial payments, they ( Shellpoint Mortgage Servicing ) would not accept the modification without the assumption paperwork.
They sent incorrect assumption paperwork stating that my ex was deceased and never sent correcXXXX paperwork. They finally sent the correct assumption paperwork late XX/XX/XXXX but never gave me a deadline for when they needed it back. They knew that I XXXX need to file a contempt of court from my divorce case in order for him to sign it. My representative informed me that she would let me know when the absolute last day was to have it back to them but she never replied. All of a sudden I received a notice that the offer to modify the loan was rescinded and a foreclosure sale has been scheduled. The mortgage servicer is not responding to my written requests for further information or explanations.
|
| 12/09/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
NewREZ LLC NMLS # XXXX mortgage company is purposely procrastinating with paperwork to further the financial harm to its client. filed to refinance using an Irrl loan through the current mortgage company in XXXX XXXX now after 3 months of being told just wait everything is good. now the loan can't qualify for the IRRL program because I had a late payment for XXXX and it was also time to make XXXX payment. I specifically have correspondence where the loan officer wasn't helping me. Quite a few unanswered emails on specifically asking about the process and what about the XXXX payment? I was again told not to worry the new loan was processing then poof! she vanishes. I have a new loan officer telling me that I need to make those payments to proceed with the loan. So I make them then a week later I'm being told since I had a late payment now the loan couldn't qualify. XXXX! My loan has been current with this company since they have managed the loan. I believe that the company is not working refinance loans in a timely manner to accrue the higher rate payment for as long as they possibly can. This in turn has put financial strain on my family. This has hurt me mostly financially but has also now blemished my credit rating. Had I not been smart enough to put my XXXX in XXXX payment in the bank I fear that would have been the beginnings of me losing my home, due to a foreclosure.
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| 11/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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NewRez XXXX XXXX XXXX XXXX, SC XXXX On XXXX I paid off a home loan. On XX/XX/2020 I received an escrow disclosure. For the last 7 weeks I have been trying to get my tax escrow refund from NewRez. I have called numerous times and talked to numerous people that work for NewRez. All of them have assured me that the refund monies in the escrow account would be sent to me. I contacted them on XX/XX/2020 and they told me the check was mailed on the XX/XX/XXXX. I called about a week later and told them I hadn't received the escrow check. NewRez told me to wait a few more days and call back if I didn't receive the check. I called on the XX/XX/2020 and they told me that they would wire transfer it to my banking account. I gave them all the information they need to do the transfer. I receive a call on XX/XX/2020 from NewRez saying that they transferred the funds to my banking account. The funds never showed up. I contacted NewRez on the XX/XX/2020 and they told me the transfer was on hold? I called the next day and they told me the escrow check had been mailed on XX/XX/2020. I also asked for some one to call me regarding this problem. I called today XX/XX/2020. And informed them that I have not received the check and no one has contacted me. Today XX/XX/2020 they told me they were going to wire transfer the money to my bank. Some one from NewRez would be contacting me.
I need help!
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| 07/02/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I took out this mortgage in XX/XX/XXXX and I pay my mortgage on the XXXX of each month, The mortgage started with XXXX XXXX XXXX company and sold/transfered to Newrez/Shellpoint mortgage servicing companies in XX/XX/XXXX. In XX/XX/XXXX I received a notice that I missed the XX/XX/XXXX payment and they said in a letter that they reeived the payment but it was returned for insufficient funds, XXXX months later, and the computer failed to send me notification that the payment was returned, impossible because the funds was in the account. per my bank statements, and i also have overdraft protection to cover any debit from my account. I have sented Newrez my XXXX XXXX bank statement that shows the payment was posted on XXXX XXXX, XXXX but they insist that the payment is missing, then they said I missed a XX/XX/XXXX payment, I sented them XXXX bank statement that showed that payment was also paid. Then i get a notice that my paymests has increased by {$170.00} due to insurance and taxes, I am tax exempted because I a XXXX XXXX XXXXXXXX veteran perm. and total, My insurance should have {$2300.00} a year with XXXX insurance company. I have the policy from XXXX. I have received many many letters and phone calls from Newrez to the point of harrassment. I want Newrez to cease and desist from calling or writing me.From this point i will only speak with my point of contact at Newrez!
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| 02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage servicer XXXX is bluntly delaying the release of insurance funds needed to repair my damaged home suffered from Hurricane XXXX.
First I was forced to use a contractor to perform my home repairs, even-thou I have an extensive experience with Home repairs.
XX/XX/XXXX : XXXX hits, file claimed for roof / siding patio damage.
XX/XX/XXXX : Insurance check received and mailed to XXXX : {$4000.00} Dwelling For the roof and siding.
XX/XX/XXXX : Supplemental Claim check : XXXX - Dwelling for interior damage ( mold was found in a bathroom, because of a leaking roof ) and mailed to XXXX.
XX/XX/XXXX : received via mail check to XXXX : {$370000.00} for interior damage - Furnace no longer works, because of a leaking roof ) we have floor heaters to keep warm, XX/XX/XXXX With supplemental check received a signed contract was provided, to repair leaking roof, yet XXXX denied the contractor XX/XX/XXXXXX/XX/XXXX A new contractor quote and XXXX was sent to XXXX.
I have called XXXX almost weekly since XX/XX/XXXX, and tried to escalate the release of funds to just at least repair my leaking roof. Always receive their RED tape, their inspectors are reviewing my files... etc. On XX/XX/XXXX I spoke to one of their managers who stated a check was to be sent overnight, and I should have a check to start my roof on XX/XX/XXXX, it is now XX/XX/XXXX and no check has been received.
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| 02/17/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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NewRez bought my loan starting on XX/XX/XXXX. My first payment to them was due on XX/XX/XXXX. I summitted my payment on XX/XX/XXXX via their mobile app. The company rejected my payment for no apparent reason as the bank account had the funds available. The bank was never charged for the amount. NewRez then added a {$20.00} NSF fee to my account. I reentered my payment on XX/XX/XXXX to be drawn from the same bank account. The payment processed without issue. I contacted NewRez to remove the NSF fee because there was no reason the first payment should have been rejected. NewRez did not remove the fee. I payed the fee on XX/XX/XXXX to avoid it going to collections. I looked up online and found a few other complaints of NewRez rejecting payments made on the App for no reason. I think my first payment was rejected due to an issue on their app and I am not responsible for it. It is possible I entered in the wrong bank info. If I by mistake entered the wrong info I should have been made aware that the bank account was not valid and not charged a NSF fee as well. The bank account this payment was from shows a record of a XXXX transfer from my other bank on XX/XX/XXXX of around {$1400.00}. It shows other bills be drawn this account in in the days that followed. I can prove the account had the required payment in it on the date the first payment should have been applied if needed.
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| 05/02/2020 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX -called and emailed and sent in a letter notifying them that the property tax payment date was the delinquent date and that it needed to be paid prior to going delinquent.
XX/XX/XXXX Called they said it was paid and would go directly to the county treasurer XX/XX/XXXXTalked to Them they said it is sent to XX/XX/XXXXa third party company and yes it should of been sent sooner he assured me that they would pay any late fees.
-I also mailed a letter requesting they start paying it in a more timely manner. And that they fix all errors and fees XX/XX/XXXX Told them XXXX county already added late fees/delinquency*Which may be reversed depending on time stamp but it shouldnt of even come to this if the had paid it in a timely manner to allow for processing time with their 3rd party. They need to get in contact with XXXX county via website or phone and see if the late fees will still be in effect after payment is received.
. I asked them how they go about paying the fees and if it would be done in a timely manner they had no answer just have the run around.
when you call no one has answers and is rude and wont listen to why you are calling if you try explaining they raise their voice and ask you to listen to them or just repeats the same thing but refuses to resolve issues.
Attached documents dont include the two letters that I sent which I also have copies of.
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| 04/17/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I believe XXXX cents where fraudulent add it to my balance by Shell Point Mortgage Servicing. during a loan modification date XX/XX/XXXX.
After questioning I received a letter from Shell Point Mortgage Servicing data XX/XX/XXXX XXXX does not explain the reason why this amount was added or where it came from I have asked Shellppoint to please explain, but shellppoint is trying to put it under the carpet.
almost dual tracking : important : ShellPoint Mortgage Servicing the most recent letters I received dated XX/XX/XXXX stating that due to the complex nature of the matter Shell points respectfully requesting additional time to respond fully to my inquiry in regards to the money that it was added to my account.
another letter XX/XX/XXXX estating that I have sent documentation for a long modification to lost mitigation, which is false I have not recently sent documents I have been a very cleared with shell Point Mortgage Servicing that before curing late payments we need to correct all errors that I have been trying tocorrect since XXXX including payments that I have not been posted to my account, Obviously this {$23000.00} that was added to my balance and I have been paying interest since the modification on XX/XX/XXXX, This complaint is to insure Shellpoint dont ignore the fact that we need to correct the balance I owe on this account.
please wait for second part.
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| 02/13/2022 |
Yes |
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- Trouble during payment process
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Web |
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Shellpoint became the servicer of my loan on or about XXXX XXXX. On XX/XX/XXXX at XXXX a.m., I called Shellpoint to ask for a copy of my Note and I was told by XXXX of Shellpoint that they did not have my Note and that I had to get a copy of my Note from the previous servicing company. When I said, " what do you mean, that makes no sense. Shellpoint sent me a letter informing me that it would be taking over my loan servicing in XXXX XXXX and it wants me to pay it but it doesn't have my Note and will not provide a copy to me ''. XXXX replied, " You can call serving ''. To which I responded, " I did. You work there, submit the request! ". Then she said, " I am not going to request it for you. ". Also, I asked to be told what number payment I was on and XXXX told me XXXX. This loan originated in XX/XX/XXXX, it has to be more than XXXX. XXXX also lied to me. She said that I had to show proof of my hazard insurance. That the Note said I had to but yet, she told me that Shellpoint didn't have my Note. I asked to speak to a supervisor and XXXX put XXXX XXXX on the line. He was not a supervisor. I asked him to allow me to speak to a supervisor and after telling me three times that he was still waiting for a Supervisor and then sent my call to an out going message that said Shellpoint was closed. It wasn't closed. It was XXXX a.m. and Shellpoint is open until XXXX p.m. on XXXX.
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| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My insurance has been cancelled for my home as of XXXX XXXX. It is supposed to be paid by escrow. It was originally due XX/XX/2020. I have spoken with and have sent muliple emials to escrow. My insurance company has spoken with them. Escrow tells me that they need the correct policy information, but they will not tell me what it is. They say they have told XXXX, but after speaking with XXXX, they in fact do not know. They refuse to tell anybody what it is that they need. {$490.00} is currently owed. {$480.00} for the insurance and {$10.00} for the late fee. I have paid all of my mortgage payments with this company and they are up to date. I have provided them with a copy of my marriage license because my maiden name is still on the loan, I have provided them with a copy of the letter stating the XXXX address change, and I informed them by phone that there is a new policy number due to the fact that this property is now a rental. We moved into a home we inherited and my stepchild moved into the property in question.. This same situation happened last year and my insurance didn't end up getting paid until XXXX of this year for last year. I sent my marriage license over when the last invoice was due. It was supposed to be taken care of then. Here we are again. I can't get through to anybody who is willing to help me and they are refusing to pay my insurance with my money!
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| 02/19/2022 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a notice that my chosen renewed hazard insurance was in default and was cancelled on XX/XX/XXXX. I have until XX/XX/XXXX to reinstate this policy. I have tried THREE times to contact Newrez about paying this bill which was sent to them well in advance ( I have a copy of the letter they sent to Newrez in the beginning of XXXX, which I obtained through my online insurance providers account. ) However, after attempts in contacting Newrez I keep getting " disconnected '' due to phone issues on their end. Near the end of XX/XX/XXXX, we received an escrow disbursement, which should NEVER have been paid to us, it should have been paid to cover my hazard insurance ( which at this time I had no idea my insurance was not paid and assumed Newrez handled my funds appropriately ). This is a huge misappropriation of our funds. Secondly, upon investigating further I noticed that Newrez said they " paid '' or " estimated '' my hazard insurance for a total of .XXXX XXXX on my account ( I have the screenshots of my account to prove this ). I feel like they are scheming me ( and possibly others ) into forced-placed insurance by mishandling my escrow and doctoring estimates to be able to justify force-placed insurance which, if true, needs to be handled immediately and forcefully by the appropriate authorities. ( Note : I am not in default on my mortgage either )
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| 04/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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my mortgage was transferred to shell point from XXXX XXXX loan servicing on or about XXXX XXXX but prior to and long before it was transferred to shell point my loan was in loss mitigation in a on going short sale, when it was taking over by shell point in XXXX after sometime i received a letter stating that shell point was the servicing company for the loan so i contacted them and was told that my documents where being upload into there system and it would take 30days for that to happen and asked to check back after that time period, and i did so after that, i spoke to shell point and was asked to send in the updated listing agreement and letter of dispute of value which was sent on XX/XX/2020, and was told it would be reviewed about week later a was told that new a appraisal would need to ordered, well about mid XXXX everything shut down because of the COVID-19, but that didn't seem to stop shell point from disobeying the state mandate to stop all foreclosure proceeding as well as the California homeowners bill of rights that all foreclosure action is to cease while the borrower is in the mist of loss mitigation, shell point didn't request any other documents until after they filed a foreclosure NOD, so it was a clear disregard for the law and flat out lie that my file was not in loss mitigation because XXXX had stopped all foreclosure action when they had the file.
|
| 02/16/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
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Web |
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ShellPoint LN XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX In XXXX 2015 the homeowners filed a Chapter XXXX bankruptcy. The lender told them they had to move out since they do n't own the property any more. Therefore the homeowners moved out. The lender proceeded to not foreclose on the property, and instead it has been sitting as a zombie foreclosure for the last year. In addition, the HOA has continued to accrue for the last year, unbeknownst to the consumer.
The lender then sent a letter to the consumer requesting they market the property and move forward with a short sale. Therefore, the consumer proceeded to hire a real estate agent, market the property, and procure a buyer.
Now, however, the lender is now refusing to do a workout of any kind, even though they know the mortgage is upside down. They have further endangered the consumer who is no longer allowed to live in the property by accruing debt ( in the consumer 's name ) with the HOA Company.
The lender has shown cruel treatment to the consumer in every action they have taken : 1. ShellPoint forced the homeowner out of their home 2. ShellPoint forced debt onto the consumer for a property they were prohibited from enjoying 3. ShellPoint lied when they sent out a letter regarding the consumers options that they had no intention of giving them When is this going to stop?
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| 09/03/2015 |
Yes |
- Bank account or service
- Other bank product/service
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- Making/receiving payments, sending money
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Web |
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Shellpoint Mortgage Servicing. I made a bill payment for my mortgagethrough shellpoint schedule for XXXX XXXX, 2015 from my checkingaccount with XXXX XXXX. XXXX sent check # XXXX. The check was sentto Shellpoint new address at XXXX. XXXX XXXX XXXX XXXXapproximately 7-10 days before the posted date of XXXX XXXX, 2015.
Shellpoint calling everyday stating I did not send payment ; which XXXX did. Shellpoint stated they are having issues with processing checkssent to this address. Prior to this month for over a year ; there was not anissue at the old address. Shellpoint states they will call for update ; the only thing they want me to do is sign up for automatic payment tostop this issue. As of XXXX XXXX, 2015 I had to stop payment for the checkXXXX issued. Made a payment on phone on XXXX XXXX, 2015. In themean time I made another 'Pay bill '' from my checking account for themortgage so the payment would be for XXXX XXXX for semptemberpayment. XXXX issued check # XXXX seven to ten days before the duedate of XXXX XXXX. As of today XXXX XXXX, 2015 ; payment has notbeen posted. three way call with XXXX and Shellpoint on XX/XX/2015 ; Shellpoint said they will keep checking my account to see if fundsare posted. They want me to make another XX/XX/XXXX payment or they '' push '' me to tell me that this would not be an issue if I sign up forautomatic payment through their system.
|
| 03/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
|
I get my statements late. I had been paying the same amount for years. I get a notice that the escrow is short and that I owe about {$120.00}. I call Newrez and pay the {$120.00}, I ask if I should go back to paying what I had been paying. They say yes. I get a notice that I am XXXX months late and that they have not applied my payment because the escrow is short. The destroy my credit by filing that I was XXXX months late. I paid the mortgage on time. They told me to go back to paying what I had been paying. They never sent me anything that informed me how much the escrow had gone up a crazy and unexpected amount of almost double. I have general liability and earthquake insurances. They went up almost {$1500.00} for the year. I had no idea, I never got an accounting which is why I thought the {$120.00} was all I owed. My XXXX XXXX went from over XXXX to below XXXX. I am looking at purchasing as new home. I will not be able to now because of this.
Also I chose the escrow option. I owe less than XXXX XXXX on the home so an escrow is not required, it would be my loss if something happened. The property alone is worth more than XXXX XXXX
Saying I was late on the mortgage when I wasn't is just wrong. I have not been able to contact the credit agencies. They have an impossible amount of hoops and then don't email the verification code.
Please have Newrez correct this.
|
| 07/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I have attempted to payoff my mortgage with Shellpoint Mortgage Servicing. On XX/XX/XXXX. My bank, XXXX XXXX, will not send an epayment of over {$50000.00}. On XX/XX/XXXX and XX/XX/XXXX, I sent five payments totaling {$240000.00} which was the payoff amount as of XX/XX/XXXX.
On XX/XX/XXXX, I reviewed my loan on XXXX 's website, and determined that payments were not properly applied. I called XXXX 's customer service, and that the customer service representative told me that the issue should be resolved by XX/XX/XXXX. In addition, I had also sent an email to XXXX through their website.
Per review of XXXX 's website on XX/XX/XXXX, XXXX only applied {$140000.00} to my mortgage and that I had a balance remaining of {$95000.00}. I called customer service again, and they said they had no records of the payments, and I asked that I send bank statements supporting the payments. I faxed over XXXX XXXX bank activity, and confirmation from XXXX XXXX that the 5 payments of {$240000.00} had been sent. XXXX 's representative told me that the issue should be resolved quickly.
I reviewed my loan on XXXX 's website on XX/XX/XXXX, and the issue still had not been resolved. I again called customer service, and they again said they had no record of the payments. I elevated the issue to the supervisor and was directed to a voicemail. I left a voicemail, and have not been contacted.
|
| 09/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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During covid 19 of last year we had lost our jobs and were able to work for quite a bit. I had contacted Shellpoint Mortgage last XXXX XX/XX/XXXX and requested a forbearance, they received a hardship letter and info they needed. XXXX came up and we started getting letter about being behind on our home and late fees were added on for months it didnt seem like a forbearance ever happened, i had been in contact with this company with emails and phone calls. For some reason or another the gentlemen couldn't open up my Pdf or didn't receive it everytime, i would call and talk to someone else and they had no idea what i was talking about! there was no communication threw dealing with shellpoint mortgage and this covid 19 crisis. The last conversation i had with this company was absolutely horrifying this was XX/XX/XXXX while trying to get someone on the same page as me or even to point me in the right direction, the employee on the other side of the phone was so rude as i am crying about the possibilities of losing our home. He then asked me if i had any wealthy friends that could loan me the balance was due on my home, which was XXXX i was shocked, and then he goes on and says u should sell your home. i have XXXX children under XXXX!!! this was not ok with me and im sure alot of others feel the same,. On XX/XX/XXXX we recieved a letter of a loan transfer to a new company
|
| 05/05/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
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|
Web |
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In XX/XX/2020 the mortgage company sold to a new company. I received a letter at the end of XXXX from the new company stating that payments for XXXX could not be recieved by them until XX/XX/XXXX and after. I made the payment on the phone on XX/XX/XXXX and it is credited on my account when I view my statement on the website. At the end of XXXX, I received the payment coupon for the XXXX payment. It stated I needed to pay {$450.00}. XXXX. I called the company after looking on line and seeing a totally different amount to pay. I did not receive a return call. I emailed the company on XX/XX/XXXX and received a letter in the mail on XX/XX/XXXX stating that the mortgage company received my inquiry and would get back to me. They have not and it is XX/XX/XXXX! I sent in the coupon they gave me with a check for XXXX which was cleared by my bank on XX/XX/XXXX. The check was sent before the due date. This amount is not shown as credited on my account as of today, XX/XX/XXXX. In fact I received the statement for the XXXX payment stating that i had made no payment in XXXX and now owe {$1200.00}. XXXX ( i assume their is also a late fee in there ). I emailed the company on XX/XX/XXXX. I emailed the company on XX/XX/XXXX and I called the company on XX/XX/XXXX with no answer and no replies back to me in any way about what the issue is with my statements and the website since XXXX.
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| 10/05/2019 |
Yes |
|
- Trouble during payment process
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Web |
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TMy access to my account through the online customer portal is showing several payments, disbursements, and transactions on dates that dont make logical sense. There are 12 transaction line items in XXXX alone.
Additional concerns are : My principal isnt decreasing at a normal rate Shellpoint has not replied regarding my appraisal request to eliminate PMI from my loan ; although, shellpoint took payment over a month ago Shellpoint removed late payments from my credit report when I participated in a Hurricane Irma forbearance plan, then issued a letter to me stating the payments were being taken away, and then reapplied the late payments to my credit report. Why were the payments reapplied to my credit report?
My loan was modified earlier in 2019 due to my participation in the Hurricane Irma Forbearance plan. Docs were completed by a Shellpoint notary representative for the modification to be completed. I received word the modification was completed and my loan was in good standing. Just this week, I just received new modification documents.
I was promised all of my payments from the last two years that have not been applied to my loan would be applied immediately after I completed the modification. These payments still have not been applied to my loan.
When will all of this be addressed. Ive been dealing with this for over a year. Please help me get this fixed.
|
| 05/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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My mortgage was recently purchased by NewRez ( www.newrez.com ) and there have been many problems with them.
The company started by double-charging my bank account for my monthly mortgage payment due to a 'glitch ' that hit 2,000 loans during a transfer. Next, the company cancelled my automatic bi-weekly payment plan and refused to switch it back without me going through their process. It has been more than 2 months, and they haven't processed my request. This directly impacts how much interest I pay, and costs me money while they make more money.
The company 's letter describing the process of my mortgage transfer said my account had automatic monthly payments set-up and I confirmed this online. On XXXX the company had debt collectors calling me saying I was late on payments, their customer service rep told me with the bi-weekly payments being set-up I don't need to make a payment ( conversation took place on XXXX ), and NewRez 's website said I needed to make 1.5x my normal monthly payment ( website checked on XXXX ). How can I know the status of my mortgage when they are so disorganized?!
The company is raising my monthly payment to " cover escrow '' but my property value is down. This makes no sense, so I requested to have escrow removed from my account and was denied. I have never missed or been late for a payment, therefore there is no cause for denial.
|
| 08/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American, Servicemember |
|
We have been trying for the longest to get Shellpoint to correct the incorrect balances and payments reported to the credit bureaus. In the attached you will see that our loan was Service Transferred to them on XX/XX/XXXX. At that time the loan had a balance of {$190000.00} - We had made 17 consecutive payments since that has the account showing no late payments. Yet the account is also showing in the payment history various higher balances that in no way could be related to our loan. Starting from a received balance of {$190000.00} to an transferred balance of {$180000.00} after the last payment on XX/XX/XXXX and before it Service transferred to another servicer.
It has been near impossible to get Shellpoint to correct the payment history, that also shows balances of {$190000.00} - {$190000.00} - {$190000.00} - and several balances of the {$190000.00} amount. These balances are impossible to understand from a starting balance of {$180000.00} to and ending balance when transferred, and there are none of the high balances on any of the monthly statements, yet they continue to report to the credit agencies balances that are not related to our loan. And they not reporting the actual payments amounts that are important to show that the loan has been paid correctly for the 17 consecutive payments that were made that we should be seeing reported to the credit agencies.
|
| 06/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
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Web |
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NewRez mortgage company currently has a loan on one of my 4 properties that is a rental house ( my other 3 properties are free and clear ). They agreed to give me a 2.75 fixed 15 year mortgage on my primary residence and paying off the loan on my rental property ( essentially moving the loan from one property to another. I provided any and all documentation needed and requested AND got loan approval then all of a sudden they suddenly denied me because I listed one of my other paid for properties for sale on the MLS that had renters in it ( continually paying their rent ) just to test the market and possibly do a 1031 exchange into 2 other rentals at some point. I was NEVER told prior to this that I could not do that. It in NO way affected my inc9me or ability to pay the new mortgage. In fact my net worth is over {>= $1,000,000} and I was ONLY getting a {$300000.00} loan on my primary that is worth over {$750000.00}! This was a VERY easy loan to approve. I have felt consistently during the process that the lender regretted locking me in that rate because it they would lose money ( since the current loan is ALSO its them at a much higher interest rate ). WE WERE APPROVED AND LOCKED IN and the title company had even contacted me to set up the mobile notary to sign the final paperwork! This is a CLEAR violation of RESPA and Truth in Lending ( I am a XXXX XXXX XXXX ).
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| 09/15/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Around XX/XX/XXXX, we applied for a forbearance due to covid 19. My husband was fuloughed for a while. We were approved and received an email on XX/XX/XXXX. I had spoken to a few reps between then and now to ask what kind of repayment were we looking at. I was told FHA allows you to defer your payments to the end of the loan. Keep in mind I tried on several occasions to get in touch with someone with no luck. I even sent an email in XXXX trying to reach someone but I was never contacted to my knowledge. We received a letter in XXXX stating how far we were behind. So I called again to try a resolve. I was finally able to speak to someone. She advised me that we were late a pymt in for XXXX which I have denied. New rez bought our mortgage from another company and we were in the process of updating our payments to the new mortgagee. Since she said were we late, we were not eligible to defer our pymts to the back end of the loan per FHA guidelines. I asked her to escalate the call. She said she would have someone call me back. That was over a week ago. We receive another letter today stating we are 5 pymts behind and call them to avoid foreclosure. We want to start making payments again but do not feel like we were given all the info regarding the forbearance and do not feel like the we should have to do a modification loan now. Thank you for reviewing my complaint
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| 05/13/2020 |
Yes |
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- Trouble during payment process
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Web |
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We previously had XXXX for our mortgage lender then our mortgage was transferred to NewRez Shellpoint Mortgaging Services on XXXX. I then contacted NewRez and was given their routing number and account number to set up bi weekly payments in the amount of {$900.00} to be taken out of my paycheck with the USPS. I have made approximately 7 payments for a total of {$6300.00} and I also sent a papercheck in the amount of {$2200.00} for an escrow payment. This company is stating they have never received a payment one nor the escrow payment I made. I have contacted this company on numerous occasions via telephone call, first class mail, certified mail and emails regarding this matter to no avail. I have since then had to reach out to an attorney which will cost us {$3000.00} to have this matter resolved. I am confused because during this process I received a letter from Shellpoint stating I needed to send any information to a different address, which I did, but on this correspondence I notice that the company name was XXXX NewRez Shellpoint Mortgaging Company. Why is XXXX part of this company after XXXX filed bankruptcy for the exact same thing happening to us now. Also, after some research this Shellpoint company is known for doing the same thing XXXX did and this Shellpoint company has a list mile long of other individuals whom they are doing the same exact thing to.
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| 04/03/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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My former mortgage company ( XXXX ) sold my mortgage ( loan number XXXX ) to Shellpoint Mortgage company ( XXXX ) I sent my first payment on XX/XX/XXXX via my XXXX XXXX account. I sent the second payment on XX/XX/XXXX via my XXXX XXXX account. Neither payment has been credited to my mortgage account. I am continuously receiving letters that my payments are outstanding. I have called multiple times. I am told to call back in 24-48 hours as they are " researching the issue ''. I have emailed multiple times and all I get back is a generic response that they are " looking into it ''. I just got off the phone with a man named XXXX XXXX who is supposedly overseeing my XXXX. His phone extension is XXXX He was extremely unhelpful and actually told me that he was not researching my account but he was in the unpaid accounts division. I don't know what else to do. I am going on three months of calling and emailing this company and noone can tell me where my money is. I emailed them verification of the money coming out of my bank account, I have done everything I know to do. I do not want to continue sending them my money but I also do not want my house to go into foreclosure. I never had this problem prior to Shellpoint Mortgage acquiring my account. Please advise me what steps I can take to resolve this issue as my husband and I are getting nowhere with this company.
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| 02/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Unable to get your credit report or credit score
- Other problem getting your report or credit score
|
|
Web |
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I have been trying to get my Mortgage company starts reporting my payment history to all credit bureaus for a long time. I was told to send in a letter stating that I want them to start reporting to all credit bureaus, I did that on XX/XX/XXXX. Prior to that I have been calling and asking them. I didn't think I have to do that. My loan was sold to them on XX/XX/XXXX. When my old mortgage company closed due to a new company, my score dropped XXXX points. I did not ask for this sale but it happened. I have been calling to see why they have not reported. I was told they did but they have not. I do not like getting the runaround. I received a call from one of the managers for two days ago, I was told that I have to call all credit bureaus to do an investigation, only XXXX did that and not the other two. I was told that my mortgage have to start reporting because they have no record of this account. When I apply for something I tell they I pay a Mortgage and it is not on my credit report, They think that I am lying. I think a business should conduct themselves as a respectable business when this type of situation happens. I did not ask for this sale anyway. Why do I have to suffer because of them not reporting? If they are reporting, why any of the bureaus have this information. That is pretty strange. Please start reporting my payment history. Please and thank you.
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| 09/21/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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|
Web |
Servicemember |
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My previous complaint was closed, but I am still having issues with Shellpoint Mortgage/New Rez. Despite stating IN A LETTER dated XX/XX/2023, that they would honor the agreement made by the previous servicer, they have been slow-dragging the process and stringing me along without adequate communication. Several times I have uploaded COMPLETE loss mitigation packages : in XXXX and XXXX. Nothing happens and I am later told documents expired or they were not legible after calling repeatedly. I even made an appointment to see representatives in person on XX/XX/XXXX I believe when they came to the XXXX area. I went and turned in documents in person and was told they had everything they needed only to find later that someone declared them illegible. Then, without a decision on my packet, the mortgage servicer set an auction date. How is this possible? This appears to be a violation of the Real Estate Settlement Procedures Act ( RESPA ). I received a letter for an auction date of XX/XX/2023, while my loss mitigation packet is PENDING. I am being constantly harassed by vulture investors calling, messaging, and stopping by my home. This is extremely stressful. I really feel they are doing this in a passive-aggressive move to try to force me to conserve selling. I do not believe my mortgage servicer is acting in good faith. I plan to find a foreclosure attorney and sue.
|
| 02/07/2022 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was paid
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|
Web |
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In summary : Shellpoint reported me and XXXX ( owners of a house ) to the credit agencies stating that we've missed the XXXX and XXXX payments. This is not true as Shellpoint was actually telling us to not pay until a Forbearance plan contract was put in place.
Chronological details : - XXXX : I've called Shellpoint and was told that I should first sign the forbearance plan adjustment before making payments. I also asked if this was going to affect our credit and was told that our account was going to be " frozen '' and that we should not worry about it.
- XXXX : XXXX XXXX was assigned as the point of contact and we've started to communicate over emails and also over the phone.
- XXXX : The document has delays to arrive, plus I had to travel due to family emergencies, so this delayed the whole signing process, but XXXX insisted that we shouldn't worry about it. I have emails to prove this.
- XXXX : We were able to sign the document on XXXX and also realized that our credit score was going down. XXXX reassured us again that everything was going to be ok once the document was signed and our payments were going to be reported as due to the credit bureaus.
- XXXX : We received communication from Shellpoint stating that the negative remarks are correct and that they won't be removed.
- XXXX : We're still trying to fix the issue with no good prospect at sight.
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| 05/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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My wife and I had a mortgage on a property which we are selling and is currently under a XXXX XXXX XXXX which was signed on XX/XX/XXXX XXXX XX/XX/XXXX XXXX sent to NewRez, holder of the mortgage a check in the amount of {$120000.00} via Registered mail to cover the total amount outstanding as per their " pay Off '' statement sent by NewRez date XXXX XXXXWe received from NewRez a letter dated XXXX XXXX saying that they had applied to the payoff of the loan the payment sent, and that " As of that date your payment has been paid in full ''. They also included a statement of our payment history.
Since then I have been on constant communication with NewRez in writing and verbally by telephone requesting that they send me the documents cancelling the mortgage and the cancelled original mortgage documents. To date I have NOT received the documentation requested but only various letters all of which state ; " We are working to gather the requested information and will forward it to you as soon as possible '' The first such letter was dated XXXX XXXX and the latest dated XX/XX/2021.
The XXXX XXXX XXXX has had to be extended twice beyond its original expiration date due to the missing Mortgage Cancellation Documents, and NewRez has NOT given any reason for their delay in providing what we have requested and which we need to go to a closing on the sale of our property.
|
| 03/23/2017 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
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I am representing a foreign national buyer who submitted application and got a CD 2 days prior to closing ( attached ), to a surprising news that the loan was not submitted properly and the Loan Officer fired for questionable procedures. The mortgage company stepped in because saw that the file was already approved and placed a new loan officer to resubmit the documents ( new loan file ) to verify. After all that verification, the file was conditionally approved with 3 requirements ( 1 of them a 24 month reserve for monthly payments with a 30 % down payment commitment from the borrower ). Nowhere the borrower was told about that amount of reserves needed and not one of the papers signed stated the policy. Today a month after the borrower has been in the United States, the Mortgage Company is scaling back to ask for more documents showing clear sign of discrimination to the borrower who has always submitted everything accordingly. In the middle of the delays, the borrower has been spending money and paying taxes which compromises even more her position and now she is at risk of losing the deposit given to the builder.
The borrower does n't speak english but has done everything in her power to satisfy the multiple requests of the lender who had everything from before but decided to ask again for everything not caring for her time and money spent in this country.
|
| 12/15/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
I have been contacting New Rez/ Shellpoint Mortgage since XX/XX/XXXX when my husband received a veteran 100 % XXXX exemption on our property taxes. They refuse to re look at my escrow overages and re analyze it. I have told them the hardship this causes on a XXXX veteran. I also had my XXXX appraisal district write them a letter validating we are exempt and to stop all escows for XXXX. They still refuse to make any updates or changes, they will continue to escrow me until the new tax bill in XXXX of XXXX and by then will owe me close to XXXX in back money. I have submitted over 20 requests and complaints to them to stop escrow, service complaints and to delete my escrow all together. The refuse and site policy 's not to do so. They are very deceptive an are practicing red line process against a US veteran and a XXXX person. Please help we cant continue to pay over XXXX a month more then we should. I do not want to loose our home. The are violating my rights as a XXXX person and the texas tax code.
Texas Property Tax Code 11.131 ( b ) states, A XXXX veteran who receives from the United States Department of Veterans Affairs or its successor XXXX percent XXXX compensation due to a service-connected XXXX and a rating of XXXX percent XXXX or of individual unemployability is entitled to an exemption from taxation of the total appraised value of the XXXX XXXX XXXX.
|
| 06/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
This is another complaint against Shellpoint Mortgage Servicing 's response to complaint # XXXX. On XX/XX/XXXX XXXX from HUD and I spent over an hour on the phone with Shellpoint against their response that did not satisfy the complaint. They still refuse to give credit for the XXXX - XXXX, XXXX and XXXX payments and will not accept the returned payments to this month or terminate the foreclosure or wait for Real Time to complete their research of the misapplied payments from XXXX - XXXX. They also listed XXXX - XXXX as past due for the first time ever and refuse to give credit for the backup copies of cancelled checks sent for XXXX - XXXX.
They said they sent annual escrow analysis statements but we did not receive one in XXXX or XXXX, not until this year when I learned our payment was increased in XXXX due to the escrow increase. Two checks were mailed, {$960.00} for the XXXX - XXXX differences in payments sent and {$4100.00} for the XXXX - XXXX they returned. They returned these two escrow payments but told HUD payment could be made on the phone- XXXX XXXX said no payments would be accepted. But they said they received {$2100.00} escrow payment on XX/XX/XXXX that they cashed and applied which I did not send.
We submitted another loan modification application which XXXX XXXX stated documents were missing, I didn't agree but resent the documents.
Thank you
|
| 07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
At the end of XX/XX/2020, I was granted a 3 month special forbearance with my mortgage company due to losing my job throughout the COVID Pandemic. The forbearance included XXXX, XXXX, and XX/XX/2020.
Several times, we have tried to contact the company to obtain information on the status of the mortgage and even made a payment on both XX/XX/XXXX, and XX/XX/XXXX in which they returned the XXXX payment.
In the last 3 months we have attempted to reach the company to discuss our options and when we get to the prompt to speak to someone, we are disconnected every single time, up through today. We email the number provided on our statement and it came back as undeliverable.
They received a payment in XX/XX/2020 but have not applied it. They returned a payment and are now sending us demand letters for payment in full, we try to pay it online and are unable to do so, as it states " this loan has a payment stop '' which prevents us from paying, and we called in to pay over the phone and are disconnected.
They reached out to me in XXXX to see if we needed to extend the forbearance through an automated system, and we said No. Which would allow them to begin taking payments.
It appears as though there is no one working at this company and letters are automated.
Please help me save my home. I want to pay, and remain current, however they have made it impossible.
|
| 03/21/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Worst mortgage company I have ever dealt with in my life if I could give them a negative score they would have it! The mortgage company constantly adds insurance to my account despite me already having insurance from the closing date. They also like to add escrow to your account despite me being exempt due to me being XXXX percent XXXX Veteran. Since they are a debt collector they will make your personal credit account 60 plus days delinquent for taxes that will show you aren't paying your mortgage even though you are posting payments that were never due and ruin your credit. They also take months 4+ months to fix the problem while you are stuck dealing with rude employees and managers that like to frequently hang up in your face. They never fix a problem in a timely manner they lose paperwork or don't document it properly which always effects your credit negatively. Worst of all I didn't even choose them as a mortgage company they brought my mortgage they will not contact you at all you if they have an issue with your account.They will illegally add incorrect payment status balances to your credit without even trying to speak to you. These practices are very predatory and prey upon individuals who would just pay for it without thinking be wary of a lot of late fee charges. No matter how many times you call or who you speak to nobody can speed up the process.
|
| 03/05/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
Made a dispute with XXXX on XX/XX/XXXX regarding an unapplied payment made for XX/XX/XXXX on XX/XX/XXXX against the advice of NEWREZ-SHELLPOINT XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX due to company doing an " accounting '' of my account. By law a lender must apply any payments received NEWREZ did not apply the payment which l received back a closing since l sold the property to get rid of NEWREZ due to the problems that l had with them since XX/XX/XXXX which they charged me lender insurance when l had homeowners insurance through XXXX XXXX for years before this company took over my loan which was sold to NEWREZ. l have made over 40 phone calls to NEWREZ asked for accounting of my account and XXXX " investigations ''. I have never received a call or any letters from NEWREZ. l am XXXX and am on additional medication for XXXX XXXX XXXX XXXX XXXX XXXX due to the months of stress. I made a payment and NEWREZ never applied it and XXXX is showing maximum delinquency which is incorrect. l did my part of making a payment the most the XXXX should show is 30 day late payment however there should be no delinquency since NEWREZ advised me not to make a payment. The property closed on XX/XX/XXXX and NEWREZ was paid off. All they did was lie to me they never contacted an accounting or any investigation of any kind, l was told they were cancelled right after l requested it.
|
| 08/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Shellpoint for over a year has been mailing my monthly mortgage bill to the WRONG ADDRESS, refuses to fix it. I only just now found out.
There are 2 borrowers with equal rights.
Other borrower abandoned home, went missing, stopped paying mortgage, committed XXXX against me, changed phone #, all contact info. - on XXXX Over a year ago.
I have told employees at Shellpoint this by phone, email, chat, website messages.
The subject property where the mortgage is, was, always has been : XXXX XXXX XXXX XXXX XXXX The county is, was, always has been : XXXX XXXX They have : XXXX XXXX They have been told by phone, mail, email, chat to fix the county, where the property taxes are paid.
They have refused to fix the county. 2 years, it is still wrong.
Now I find they are sending my monthly bill and correspondence to the co-borrower who abandoned the property, in XXXX XXXX
No one made this change.
Best of all, they are LYING and saying USPS is responsible.
No, it is PREPRINTED BY SHELLPOINT MORTGAGE ON THE BILLS.
USPS DOES NOT PRINT THEIR BILLS.
So now not only do they have the WRONG county, WRONG mailing address, WRONG mortgaged property address, WRONG person the bill is being mailed to - they have refused to fix for 2 years, and 1 year- now they are lying about it.
USPS DOES NOT HAVE ACCESS TO SHELLPOINT 'S INTERNAL BILLS THEY PRINT OUT AND MAIL.
|
| 05/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/XXXX my house was finance with XXXX XXXX company. XXXX insure me with XXXX XXXX XXXX XXXX of Florida. At this time I already had outside insurance on my home. Insured with XXXX XXXX co XXXX XXXX SC XXXX XXXX XXXX XXXX My house payment increase do to the insurance that was put on my home from XXXX. On XX/XX/XXXX I got switch over to Shell Point XXXX. XXXX XXXX XXXX company of Florida sent me a letter stating that this insurance have been cancel due to me having outside insurance. Cancellation date XX/XX/XXXX at XXXX am the day that the insurance was brought from XXXX. XXXX returned was {$910.00} back to XXXX. This document was faxed to Shell point along with proof of insurance on XX/XX/XXXX. My payment for XXXX is {$570.00} which it should be {$440.00}. I have called Shell Point several times and they fell to fix this. Have spoke with Supervisor of Shell Point and supervisor states, " I can't fix it until XXXX send us the money. '' Attempt to call XXXX and they are not accepting any calls. An analysis was done for XXXX brought payment down to {$450.00} due to escrow from insurance. My agreement that was sign when I purchase this house had no escrow account. Until this matter is taken care of and I receive my overpayment I refuse to pay. My agreement with this finance company is XXXX x 30 years. The number to my insurance company XXXX XXXX XXXX XXXX.
|
| 08/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan was recently Sold from XXXX XXXX to Shellpoint/New Rez loan servicing company. Sale date was XX/XX/2023. My forbearance plan was set to expire XX/XX/2023 with XXXX XXXX without an extension. However I attempted to request an extension with XXXX XXXX loss mitigation department prior to the transfer of the loan. Due to the incompetence of their customer service rep I was told to call in again after XX/XX/2023 to request an extension. Exactly on XX/XX/2023 I called XXXX XXXX they informed me my loan was sold to Shellpoint/New Rez. Up until the date of XX/XX/2023 XXXX XXXX did not QRPC according to XXXX XXXX servicing guideline with me regarding the ending of the forbearance.
At this moment my extension for my disaster forbearance is unresolved and is marked as " expired '' at the time it was sold to my new servicer. Shellpoint/new rez as of this date has not responded with a resolution this issue, Or even attempted QRPC according to XXXX XXXX Servicing guideline for any workout solution. They are putting me in a normal delinquent status with no regard to my previous forbearance plan.
As of today Im only 6-7 months into my Disaster Forbearance Delinquency I still allowed complete up to 12 months. My current inability to extend my disaster forbearance of my loan is due to incompetence of my previous servicer and inaction taken by my current servicer.
|
| 05/22/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Back in XX/XX/2019 I missed a payment on our 2nd mortgage and didn't realize it. I sent my regular payment in XXXX but XXXX considered it insufficient funds and put it in a separate account and didn't apply it to the loan. As the months went on I am thinking my payments are being applied they were not and late fees and other charges were added. XXXX has since went bankrupt and sold our loan to a collection agency called ShellPoint Mortgage Servicing. Our first encounter with them was a phone call from them telling us we owed that XXXX payment and that our account is severely delinquent and that we owed from XXXX to current date. The payment I had made in XXXX was sent back to our bank and also not applied to the loan. Shellpoint said they had no record of our payments and that we were lying about sending them. We have sent proof from our bank but now they are not calling or returning emails. Every time we tried calling and speaking to a representative we got different information and no one is willing to help us. Shellpoint is telling us we have to pay the back payments plus all late fees and other charges before working with us. So basically we have to pay the amounts we have already paid before releasing our payments and applying them to the loan. We want to refinance our loan with a reputable mortgage company but this is ruining our credit. Please help.
|
| 06/14/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I XXXX XXXX RECEIVED A PHONE CALL FROM SHELLPOINT MORTGAGE MANAGER XXXX XXXX ON XX/XX/XXXX at XXXXXXXX XXXX CENTRAL TIME.
LETTING US THE BORROWERS WITH ACCOUNT NUMBER XXXX MR.XXXX XXXX XXXXXXXX AND XXXX XXXX KNOW THAT WE CAN NOT NEVER GET A LOAN MORTIFICATION AGAIN!
DUE TO HURRICANE HARVEY AND A ELECTRICAL HOUSEFIRE WE SUFFERED IN XX/XX/XXXX AND XX/XX/XXXX.
WHEN WE FIRST TRIED TO APPLIED FOR A MORTIFICATION BACK IN XX/XX/XXXX!
THE INFORMATION ABOUT OUR HOME LOAN SHOULD HAVE BEEN EXPLAINED TO US WITH EVERY OPTION TO GET OUR PAYMENTS MADE FROM XX/XX/XXXX TO XX/XX/XXXX!
SHELLPOINT MORTGAGE NEVER STATED OUR ACCOUNT WAS OR WOULD BE IN A NONE RETENTION PLAN FROM THE FIRST TIME WE INQUIRED ABOUT! MORTIFICATION BACK IN XX/XX/XXXX.
AGAIN MONTHS PAST NEVER ANY LETTERS FROM SHELLPOINT MORTGAGE ABOUT HELPING US WITH A PAYMENT PLANS!
WHILE THE MONTHLY PAYMENT WERE ONLY {$5600.00} TO CAUGHT UP OUR ACCOUNT!
WE SHOULD HAD ALL OPTIONS!
NOW WE ARE AT A {$25000.00} PAYMENT PLAN ONLY TO THE ACCOUNT ASAP TO KEEP OUR HOME FROM FORECLOSURE!
THIS IS SHELLPOINT MORTGAGE ONLY PAYMENT PLAN TO HELP US!
AFTER MAKING DISCRIMINATION AND PROFILING STATEMENTS AGAINST US AND OUR FAMILY MEMBERS THAT WE XXXX XXXX XXXX BECAUSE MR.XXXX IS XXXX XXXXFOR OVER 27 YEARS!
SHELLPOINT MORTGAGE IS AND HAS VIOLATED OUR RIGHTS AS HOMEOWNERS AND NOW WANTS TO TAKE AWAY OUR HOME!
WE NEED HELP!!
|
| 07/20/2016 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
The following is in reference to a new complaint against " Shellpoint Mortgage '', as for the previous one was completed. I contacted their Loss Mitigation Department on XXXX XXXX, XXXX, and spoke with representative " XXXX XXXX '', in reference to the following matter : I requested a Release of Mortgage. This loan was discharged in Bankruptcy. The lien was extinguished when the property was foreclosed on XX/XX/XXXX. The account is closed. It needs to be updated as " Cease & Desist ''. I was advised by " XXXX XXXX '' that she would escalate this to the proper department, and to allow approximately 30 days for further review. Since I had not heard back from them, I decided to reach out to the Loss Mitigation Department again on XXXX XXXX, XXXX. I was then told they could not discuss anything with me, that I needed to have my attorney contact them. I explained I did n't have an attorney, nor should I have to retain one for this matter. They then proceeded to transfer my call to a " bankruptcy department '' with a voicemail, where I was unable to speak to a live representative. I have left numerous messages with no reply. As a result, I am left with no alternative other than to reach out to you again for assistance. I want to resolve this matter, so as to be able to purchase a home in the near future. I would appreciate your assistance. Thank you in advance.
|
| 04/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Shellpoint Mortgage took over as the servicer for my mortgage in XXXX of XXXX. Since then, I have not been able to log into my online portal to review, pay or change my loan. After many phone calls over the last 8 months, they have been unable to fix my web portal.
With my previous loan servicer, XXXX, I was on a forbearance program due to losing my job during the XXXX pandemic. When Shellpoint took over my mortgage the continually mishandled the forbearance. They repeatedly told me over several months that I was not on a forbearance program and every time I had to correct them. When the forbearance program ended, Shellpoint did not contact me in the same way that XXXX was handling the forbearance.
Because I was not able to use the web portal and the lack of communication from Shellpoint, I missed the first payment because I didn't know when the forbearance ended.
Shellpoint then reported me to the credit bureaus as almost {$28000.00} past due late on my payments, and reported my principal as {$30000.00} more than the actual amount. My loan principal is now being reported higher than the amount the loan originated at in XXXX.
Customer service can not do anything to fix any of my issues. The " Loan Servicing '' department under no circumstances will communicate directly with customers and as I'm told they are the only ones able to fix loan issues.
|
| 08/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan was recently Sold from XXXX XXXX to Shellpoint/New Rez loan servicing company. Sale date was XX/XX/2023. My forbearance plan was set to expire XX/XX/2023 with XXXX XXXX without an extension. However I attempted to request an extension with XXXX XXXX loss mitigation department prior to the transfer of the loan. Due to the incompetence of their customer service rep I was told to call in again after XX/XX/2023 to request an extension. Exactly on XX/XX/2023 I called XXXX XXXX they informed me my loan was sold to Shellpoint/New Rez. Up until the date of XX/XX/2023 XXXX XXXX did not XXXX according to XXXX XXXX XXXX guideline with me regarding the ending of the forbearance.
At this moment my extension for my disaster forbearance is unresolved and is marked as " expired '' at the time it was sold to my new servicer. Shellpoint/new rez as of this date has not responded with a resolution this issue, Or even attempted XXXX according to XXXX XXXX Servicing guideline for any workout solution. They are putting me in a normal delinquent status with no regard to my previous forbearance plan.
As of today Im only XXXX months into my Disaster Forbearance Delinquency I still allowed complete up to 12 months. My current inability to extend my disaster forbearance of my loan is due to incompetence of my previous servicer and inaction taken by my current servicer.
|
| 07/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
When i was laid off by my company in XXXX of XXXX, i applied for and was generously granted Forbearance relief with my mortgage company. The assistance that i received postponed our monthly mortgage payment until the end of the Forbearance agreement which i believe was 9-10 months.
Upon returning to work and and ending the Forbearance period in XXXX of XXXX, we began paying our back payments ( in addition to our monthly mortgage ). So, we paid double payments until through the end of XXXX until we were caught up. We were religious in making these payments a priority and did not miss or were late with payment during the repayment period.
When we recently applied for credit, we were declined based upon having XXXX late payments reported by Shellpoint Mortgage. I contact Shellpoint and was told conflicting information. They showed the " lates '' but were not able to answer my question... how could i be late when i made every ( double ) payment. Strangely, the " lates '' came mid-way through my repayment- XXXX, XXXX, XXXX and XXXX of XXXX.
I had received " late notices '' a couple of time earlier in the year. I was told that the system was still auto-generating delinquent notices, but i should ignore because i was on a Forbearance program.
I would like to have the delinquent notices removed from my credit report with all three agencies.
Thank you!
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| 01/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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From the period of XX/XX/XXXX onwards, Shellpoint has categorically failed to respond to a series of inquiries on the status of an ongoing mortgage payment and any payments to be made thereof. Shellpoint ( " they '' ) have repeatedly stated false and misleading fee and penalty amounts for fees we did not agree to. The customer service line continually lies and gives false information to any party that calls with voiced concerns. Every time we call, it is a different story, and a different amount. We *SUPPOSEDLY* owe XXXX, then XXXX, then XXXX in " late fees and penalties '', then, when we demand an itemized list of these fees and charges, we are given no answer for weeks, only to be sent a file which we can not open or read. Managers refuse to speak to us or honor appointed calls, often ignoring us in lieu of us leaving a voicemail only to get no calls back. They have rejected at least one payment outright and have closed the online portal to pay, demanding we instead send paper checks by mail. Ultimately, they have also stated we have not paid any mortgage payments for several months in the year of XXXX, when this is totally and completely untrue, a blatant lie, fabricated. The bank records show we have issued them payment. At this point I can not tell if this is incompetence or criminal activity. We are considering legal action and hiring an attorney.
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| 10/14/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to NewRez Shellpoint in XX/XX/XXXX/XX/XX/XXXX. I made the XX/XX/XXXX and XX/XX/XXXX payments on time via electronic payment. I set up a recurring payment starting in the month of XX/XX/XXXX. When money was not drafted from my bank account, I checked the NewRez/Shellpoint website and the recurring payment had not worked. I paid the mortgage immediately. I was charge an {$85.00} late fee. I never agreed to any terms that I'm aware of regarding the late fee and did not pick NewRez/Shellpoint as my mortgage servicing company.
I tried to set up the recurring payment again in XX/XX/XXXX, but wasn't able to ( this time I believe because of the late fee that was on the account ), so paid the XX/XX/XXXX balance on time. I called in on 2 separate occasions to dispute the late fee charge and was told a complaint would be submitted and that they would reach out to me with the results via phone or email. They did not contact me. Upon calling in, I asked to speak to a manager and was told one wasn't available, but that the fee would not be reversed. Upon my 3rd or 4th time calling in, I was able to speak to a manager who accused me of lying, that the charge would not be reversed, and that I could submit a complaint via email, but when I asked who that email would be sent to, it was clear it would be sent to the manager I was speaking to.
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| 01/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I fell delinquent on my mortgage as of XXXX of 2018. I called my mortgage company the month before in XXXX of 2018 and advised then I would need 1 payment put to the back of the loan as I was experiencing a hardship. The rep on the phone with my mortgage company advised they could not help me unless I was three payments behind and I would need to be three payments behind in order to qualify for any assistance they could provide. Once I did what I was instructed to do I applied for loss mitigation on my loan and to no avail I was immediately denied for any and all retention options. I have applied several times for loss mitigation and every time they deny my request. However I would not be in this situation if I never listened to the rep and was told to not make 3 consecutive payments. I have gone directly to my investor to open up a case as per the guidelines of XXXX XXXX they can make exceptions and they to are not interested in helping me at all and now want to foreclose on my home. The denial reason is bogus because they are not willing to reduce my interest rate to market rate which would automatically qualify my for a modification although they can reduce it. The investor is part of the issue as well as the servicer. The lenders are able to do whatever they please to homeowners and the CFPB does absolutely nothing to protect the consumers at all.
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| 09/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been contacting Shellpoint for assistance in processing a short sale for my late father 's property. Shellpoint has spent extensive amounts of time processing documents, including just basic letters of authorization. Despite their unresponsiveness, I have sent everything we could imagine sending to get this process started. They have FINALLY verified the written authorization form sent to them to work with the real estate agent. Unfortunately, it just seems to be some kind of sick joke, because upon the agents finally getting information from Shellpoint, the representative said that they did not believe I submitted a short sale request because on the Uniform Borrower Assistance Form page 3 states : " I'm requesting review of my current financial situation to determine whether I qualify for temporary or permanent mortgage loan relief options. '' This line WAS NOT WRITTEN IN BY ME. It is a standard part of the UBAF and is on every single copy of it ever. On page 1 of the Uniform Borrower Assistance Form I clearly checked the box for " Sell the Property ''. I also sent an Explanation Letter clearly stating, " Due to the passing of the homeowner, the mortgage default can not be cured at this time. Please allow a short sale. '' Shellpoint is being negligent with their timelines and responses to my request for assistance during a very delicate time.
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| 03/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My 15 year mortgage was taken over by NewRez mortgage comp. of XXXX Tx. about four months ago and being serviced by shell point mortgage ever since.
In my original contract with XXXX, I signed up for maintaining my own escrow account and have been paying my taxes and insurance for last 20 years. I have never been delinquent or behind payment of any kind. I have sett up auto pay from my XXXX XXXX XXXX account, it is paid automatic. Taxes and insurance are paid when its due and never been late or delinquent.
All on a sudden, I received a notice from the Shellpoint mortgage company that I am delinquent on my taxes and they had to pay my taxes for me to City and county, although my taxes were not due until XX/XX/2019 and XX/XX/2019. They went ahead and paid the city and county and sent me a bill for that. I went ahead and paid them whatever they billed me and the payments were duplicated. Now, they are adamant about their mistake and asking me to maintain an escrow account with them, which is not in my contract.
I have all the document to prove the above facts. Which have been provided to them as well. I need help to go back and set up my account as it was and dont want to maintain any escrow account with them. I have contacted them and XXXX talked with the manager, with no relieve. I need help, I am XXXX years old and cant deal with them any more.
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| 02/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The reason I am filing this complaint is due to the fact that Shellpoint Mortgage Services as failed to provide me with the modification denial letter. I was advised by Shellpoint Mortgage after 14 months of review on XX/XX/XXXX that we were denied for the loan modification due to a number of factors. As of today XX/XX/XXXX I have yet to receive the letter. I have spoken with my Single Point of Contact on a number of associations and was first initially advised that I would receive the letter by mail in a few days. I followed up several times to only find out on XX/XX/XXXX by XXXX XXXX that the letter was not generated due to internal system error. She stated the file was closed out before the letter was generated however ; that the letter would be generated within 24 hours at which point she would fax a copy. I have contacted XXXX XXXX on a number of occasions and was only able to leave a voice-mail. Failure to provide the denial letter has impeded on my legal right to appeal this denial should any information within the content of the letter is incorrect. Shellpoint has exhausted over 3 weeks and now only leaves with me with a few days to appeal. In accordance with the Homeowner Bill of Rights Act, I was to receive a denial letter along with a 30 day right to appeal and Shellpoint has relinquished this right due to failure to generate such letter.
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| 12/30/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan modification,collection,foreclosure
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Web |
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We started the short sale with ShellPoint XX/XX/2016. On XX/XX/XXXX they did a drive-by valuation resulting in a value of XXXX. We then initiated a value dispute due to the documented damage to the property. We were told it would take 7 days to return a decision on that value dispute. It took 16 days to get them to tell us the results - they said this was " Due to an interior appraisal that was performed on XX/XX/XXXX ''. We were told that the " new interior appraisal '' returned a value of XXXX. When we were sent a copy of that " interior appraisal '' it turns out it was another exterior valuation only. They lied to us. -- -- -- Please see attached - it is circled in red.
There are NO interior pictures from the appraiser. It is obvious he never entered the property.
The square footage listed on the BPO is not remotely correct. The county records have the property listed at XXXX square feet. The appraiser listed the square footage at XXXX - see attached circled in red.
No working furnace. The property is in the mountains where it is currently below freezing - and has been for some time.
ShellPoint has outright refused to acknowledge verified real damage that would prevent any conventional buyer from obtaining a loan.
We have brought these issues up to ShellPoint multiple times. Each time they ignore the factual evidence in this short sale.
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| 11/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have had a mortgage, serviced by Shellpoint, which has been in default for over 5 years. My ex-husband was awarded the home. I was removed from the deed years ago and he ultimately refused to sell the house, allowed it to go it foreclosure and now filed bankruptcy to negate any financial responsibility. I've practically begged Shellpoint to foreclose on the home to put a period on the final item within my divorce that has been open for eight years. They refuse. I can not obtain credit because the account just remains open in a very negative status accruing thousands and thousands of dollar in interest. I refuse to file bankruptcy. I've scraped to put my daughter through college. I can not obtain any type a loan because of this item and when it is foreclosed, face an additional seven years of negative reporting plus a potential lawsuit from Shellpoint because of any deficiency balance. I've complained many times, I am the only one receiving bills, calls, notices on a home that I have zero power in its final fate. It is deceptive on the part of Shellpoint to allow this loan to continue to accrue interest, to not execute a timely foreclosure and not provide a chance to work through and settle any deficiency balance. My ex-husband has lived in that home, mortgage free for almost 5 years. I don't understand how to end this nightmare and need help.
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