Date Received: 2021-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage is not Honoring an Agreement that they ( Shellpoint ) made up & signed in Federal Court ... .. Shellpoint Mortgage is still adding Fraud to my Account, something they said, in writing, that they would stop doing .... Please Help Me ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76018
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Second complaint I submitted a compleint against NEWREZ for refinancing an existing loan back on XXXX XXXX. Mr XXXX XXXX contacted me a few days after, asking if I would like to continue with the loan or to get my {$650.00} for under, money I paid up front. I told Mr. XXXX if it was possible I would like to continue with the loan process, so we continued with the loan process, same problems occurred Mr XXXX again started asking to send him the same documents over and over again that I have sent to him. I been sending documents since XX/XX/2020 when we initially started the refinance. After a week or so when by and someone else would contact me asking for the same documents again, I would sent documents to this other person ( I have proof of this e-mails ) again another week would go by and someone else would ask me for the same documents. I felt like they were just playing games passing my folder to different people and not processing my loan. I provided all the documents requested by NEWREZ several times to Mr XXXXXXXX XXXX XXXX, XXXX XXXX, XXXX XXXX and nothing has been done, I got tire of sending email and documents over and over. The last email I sent was to request my {$650.00} refund on XXXX XXXX it is now XXXX and I have not yet received anything, at this point I would like just to get my money back. Thank you in advance for your time and help for this matter. XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 90723
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom it may concern, I had owned a property located at XXXX XXXX XXXX, XXXX XXXX, VA XXXX from XXXX through XXXX. The mortgage had been managed by multiple servicers during this time. The mortgage provider through XXXX was NewRez XXXX LLC dba Shellpoint Mortgage Servicing ( ShellPoint ). Starting XX/XX/XXXX ShellPoint started to taking money from my escrow account to pay themselves for what they claim was lender placed homeowners insurance. From XX/XX/XXXX through XX/XX/XXXX ShellPoint had taken {$1500.00} from the escrow without authorization and had raised the amount of money they were taking from my bank account in the automated payments for the mortgage. I have continuously had insurance on this property and have provided the policy documents to ShellPoint on multiple occasions. ShellPoint owes me {$950.00} to refund unauthorized charges for unnecessary " lender placed '' homeowner 's insurance even though I have had the property insured for 15 years under the same policies and provided ShellPoint the policy documents. I have had homeowners insurance on this property since its purchase in XXXX under the same policies through XXXX. There are two separate policies, one by XXXX and one by the Home Owners Association ( HOA ). I had provided copies of both these policies showing coverage from XXXX XXXX to ShellPoint on multiple occasions starting XX/XX/XXXX. To date, Shellpoint has only refunded me {$610.00}, leaving {$950.00} that they owe me. I have made multiple documented attempts to collect this money from ShellPoint, but they appear to be playing games and making up excuse why they cant pay me. For example, they have stated that they had not received the HOA insurance policy documents. I had provided these on multiple occasions along with the XXXX policy documents. I had provided these documents through the email address they had given me. When I received a rejection notification from the email address because the mailbox was full, I submitted the policy documents through ShellPoints contact form on their website. After calling Shellpoint multiple times, they still claimed to not have received these documents. I sent them directly to two separate ShellPoint employees email addresses and called them to confirm they had received the documents which they did, and they confirmed the situation would be corrected. This is just one example of the type of situations I have been dealing with from ShellPoint. There have been multiple back and forth cycles with ShellPoint where they claim to not have all the policy documents and I resubmit them. Most recently I submitted all the policy documents again through Shellpoints webform on XX/XX/XXXX ( since their insurance document email address had not worked previously ). ShellPoint sent a letter back stating that the documents have to be sent to their insurance docs email address and that the HOA policy has to list the specific address of my property. The HOA policy covers the common property of the entire community. ShellPoint also has contact information for the insurance companies but makes no effort to get the clarification they need. After speaking with our insurer, their representative stated that ShellPoints behavior was highly unusual and that we were the first client who has contacted them about such a request since it is standard business practice for the mortgage servicers to reach out directly to the insurance companies. I have given up working directly with ShellPoint. In total, I have called them perhaps 8-10 times, have made 3-4 webform submissions and emailed them at least 6 times. I believe this is deliberate attempt by ShellPoint to steal money and cover up their crime with fabricated administrative confusion. I would appreciate the help of your office. Best regards, XXXX XXXX XXXX XXXX XXXX XXXX LLC dba Shellpoint Mortgage Servicing. XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX https : //www.shellpointmtg.com/ Phone : XXXX Fax : XXXX Loan ID # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started a refinance with New rez Mortgage XXXX XXXXXXXX, XXXX and have yet to close and it is now XX/XX/XXXX. My home is in XXXX Ohio, XXXX and the property value is rising. They have given a myriad of reasons from busy due to the pandemic, which I accepted for a while, then software issues on their end, then appraisal issues, they did three, and finally they asked me to paint the trim on the outside of the home, and do a few other minor repairs. They are no substantial issues with the home, all cosmetic, which the appraiser says, but the appraiser is making it subject to instead of as is. I would like to forward the complaint to the appraiser as well. this is the appraisers statement The subject property was in overall condition ( C4 ) : The improvements feature some minor deferred maintenance and physical deterioration due to normal wear and tear. The dwelling has been adequately maintained and requires only minimal repairs to building components/mechanical systems and cosmetic repairs. All major building components have been adequately maintained and are functionally adequate. The the appraiser says the home has possible lead. I explained to him that that was impossible as my son grew up there and is now XXXX and an attorney with no lead poisoning. We had to knock out walls long ago to do wiring repair and plumbing at which time if there had been lead, we would have known. Besides no one lives in the basement or outdoors, whre he is ASSUMING there is lead..and it is clear that peeling paint in the basement was a leak which I explained and the ceiling was knocked out clearly to reach the pipes. The appraiser has also made a broad assumption that there is water in the walls. There are no leaks in the home. He also has said a broken window which has long been repaired is a security issue. I think New Rez and this appraiser are working together and asking me to go on a wild goose chase looking for the source of issues that are not present. New Rez is the current lender. I am simply asking them to lower my payment. The equity in the home is twice what I am asking. And these are minor repairs as stated in the appraisal, some of which have been repaired already, so there is no reason not to lower the payment. But again since they have held me up so long, and don't want to do a new loan to lower, simply return my investment and I can go to another lender. again the appraiser states : Maintenance and physical deterioration due to normal wear and tear. The dwelling has been adequately maintained and requires only minimal repairs to building components/mechanical systems and cosmetic repairs. All major building components have been adequately maintained and are functionally adequate. New Rez Mortgage And listed also as New Rez LLCXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Pa XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Md XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Pa, XXXX I do not blame these two individuals. It is clearly beyond them and in underwriting. appraiser XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, KY XXXX ( XXXX ) XXXX XXXX Appraisal done on XX/XX/XXXX but signed XX/XX/XXXX What took 3 months???
Company Response:
State: CA
Zip: 903XX
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is one of many emails that have been sent to SHELLPOINT MORTGAGE SERVICING. Point Number 1, yes XXXXX did authorize a payment of {$19000.00} from her account to bring her mortgage account ending in XXXX current. Prior to this the representative from Shell Point explained to XXXXX and myself that the 6 payments that were applied to the mortgage ending in XXXX ( I have attached said payments ) totaling {$12000.00} would be credited to the correct mortgage account ending in XXXX by doing an internal reversal of the principal payment of {$41000.00} that was made to the mortgage ending in XXXX and crediting back {$28000.00}. The representative told XXXX and myself this was the easiest way to do this. XXXXXX and I did not realize that by doing this the outstanding mortgage amount would increase as we were only following what the representative suggested we do and it sounded fine. This is all on the audio recording that I am sure Shell Point must have of the conversation. Below I will demonstrate why this was incorrect and what should have been done was to reverse payment by payment ( there were only 6 payments ) to have the mortgage account with the correct balance. Attached you will see the 6 payments made. ( DEBITED FROM XXXXX ACCOUNT ). PAYMENT 1 - {$2100.00} ( {$220.00} PRINCIPAL, {$1200.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 2 - {$2100.00} ( {$220.00} PRINCIPAL, {$1200.00} INTEREST, {$670.00} ESCROW ) PAYMENT 3 - {$2100.00} ( {$450.00} PRINCIPAL, {$1000.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 4 - {$2100.00} ( {$480.00} PRINCIPAL, {$990.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 5 - {$2100.00} ( {$490.00} PRINCIPAL, {$990.00}, INTEREST, {$670.00} ESCROW ) PAYMENT 6 - {$2100.00} ( {$490.00} PRINCIPAL, {$980.00}, INTEREST, {$650.00} ESCROW ) TOTAL PAYMENTS MADE : {$12000.00} WHICH WERE APPLIED TO : PRINCIPAL PAYMENTS : {$2300.00} INTEREST PAYMENTS : {$6500.00} ESCROW PAYMENTS : {$4000.00} Now by doing the correct reversals which should have been each of the above payments individually all would have been fine. But as one can see the principal balance was reduced by {$2300.00} on the mortgage ending XXXX with these payments that were applied which should have been applied to the mortgage ending in XXXX. But by doing a global entry by reversing the payment of {$41000.00} made directly to principal and then only crediting back {$28000.00} thus increasing the amount of the mortgage {$12000.00}. What should have been done and should be done now to correct the situation is reverse those adjustments made for {$41000.00} and {$28000.00} and reverse one by one ( the 6 payments made ). It does not make any sense if the 6 payments in question reduced the principal balance by {$2300.00} to then have Shell Point tell XXXXX and myself that the best way to get all in order was to adjust the principal payment of {$41000.00}. By Shell Point doing this the balance on the mortgage increased a NET AMOUNT OF {$10000.00}. ( This was the amount applied to principal {$2300.00} which reduced the mortgage but then increasing it by {$12000.00} with the adjustment for a NET INCREASE OF {$10000.00}. This is what needs to be done to get the account ending in XXXX with the correct outstanding balance. This was never explained to XXXXX or myself when we spoke with the SHELLPOINT representative. Once the representative realized that the payments were being applied to the incorrect mortgage the option given to use was doing the adjustments from the principal payment of {$41000.00}. How convenient, increase the amount of the mortgage by Shell Point just by doing a journal entry. Question????? Suppose there was never a principal payment of {$41000.00}, how would have Shell Point have handled it then???? Answer : The correct way. Please have the management team correct the account to reflect the correct balance on the mortgage ending in XXXX. Thanking you in advance,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: A payment was misapplied and then corrected. Once corrected and applied as it was due, New Rez refused to correct the credit report to reflect the payment was not late. After several calls and letters to address this, they are still refusing to correct the issue. After one more final conversation with them today, I feel like this is a predatory practice and the CFPB should be made aware of their practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95603
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: My mortgage company ShellPoint has me on forbearance until XXXX When my husband returns to work I have reach out to the several time to have the open balance be added to the end of the loan which is one of four options Now, instead, I recently received correspondence that ShellPoint sold the loan to XXXX XXXX XXXX XXXX. Now XXXX sent me a correspondence stating they are a Debt Collector who is attempting to collect a debt Im confused
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My Home loan service company was Shellpoint Mortgage until XX/XX/XXXX. Loan # was XXXX. In XXXX they transferred my file to a new servicing company name is XXXX XXXX. XXXX XXXX had this loan under the file number XXXX. This loan has been totally paid off on XX/XX/XXXX. The Shellpoint & XXXX XXXX have mistakenly reported this loan " more than 180 days late '' to all 3 Credit Bureaus which is false! I have been on forbearance plan with Shellpoint Mortgage from XX/XX/XXXX up to XX/XX/XXXX ( The agreement, the extension letter and two snapshot of my Shellpoint dashboard are attached ). As you may see I have been on forbearance plan, so how possibly I could be late? As the result of their mistake my credit score decreased from XXXX to XXXX today. I have called both Shellpoint & XXXX and asked them about this and both accepted this was a mistake but they say it may take up to 60 days to finish their own investigation and send correction to the credit Bureaus. Problem is I am in the middle of applying for another home loan and the lender just received my poor credit score and denied my application. I am very upset with these two financial institutions and want you please let them it will have sever consequences to play with peoples life. They have to send the correction to to the 3 Credit Bureaus ASAP. Thank You, P.S. I am XXXX XXXX and I am the owner of this account. I once used this account to file a complaint for my ex wife XXXX XXXX, but now I see the account comes under her name which is not correct. Please make necessary correction and put my name as the owner of this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fail to understand why Forbearance can only be extended up to 18 months if started on or before XX/XX/2020. I started on XX/XX/2020 and am still unemployed struggling to survive with a family of XXXX to support. I am starting an entirely new profession and will be attending school for 4 months which is full time, therefore, I will be unable to work a job and attend school. This absolutely makes no sense what so ever that if I started a month earlier, which I didn't need to as I still had a job at that time, I could extend another 6 months. Please someone explain this to me ...
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX to Shellpointortgage servicing. I made my payment in XXXX to XXXX for XX/XX/XXXX. Shellpoint said I owed them for XX/XX/XXXX. XXXX said all funds were transferred over but shellpoint never fixed their records. I make my payments on time every month but they keep applying them to the previous month and then telling me I am overdue on my mortgage. They also did not properly apply all of my escrow payments so my escrow account has several thousand dollars less in it than it should. I ended up having to pay my own insurances because they never paid them from my escrow account like they were supposed to. I have called both companies repeatedly and sent in proof of the XXXX payment as well as the insurance payments I have made and they still have not corrected this problem. Instead they just keep calling me and telling me I owe them more money, when in fact they owe me over {$10000.00}. I do not know what to do as this has been going on since XXXX and it still has not been fixed on their end. I did nothing wrong and I am being harassed by them.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A