Date Received: 2020-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been trying to refinance with XXXX since XX/XX/2020. We had declined a Refinance with NewRez LLC on XX/XX/20. Mortgage was sold by XXXX XXXX XXXX. ( filed BK ) to NewRez starting XX/XX/20. Numerous requests have been sent to NewRez asking for the FHA Case Number transfer and copies of the Appraisal Documents. It appears NewRez LLC has been delaying and misleading by not providing the requested information, for all practical purposes, almost malice and holding my mortgage transfer requests as ransom or punishment for not refinancing with NewRez LLC. XX/XX/20 XXXX Filed Complaint with Dept. of Housing & Urban Development ( HUD ) XX/XX/20 Filed Complaint with XXXX XXXX XXXX ( XXXX ) XX/XX/20 Emailed NewRez, Multiple Requests XX/XX/20 - Contacted NewRez, requesting FHA case number and appraisal documents. XX/XX/20 - NewRez correspondence received via USPS. XX/XX/20 - NewRez correspondence received via USPS. XX/XX/20 NewRez responds to XXXX 4th Request. XX/XX/20 - NewRez correspondence received via USPS, as stated above. XX/XX/20 - 6th email request by XXXX requesting transfer of the FHA Case number and the Appraisal Documents. XX/XX/20 - Personally emailed XXXX and XXXX requesting FHA Case transfer and Appraisal Documents via email @ XXXX XXXX PST. XX/XX/20 - 5th email request by XXXX XX/XX/20 - 4th email request by XXXX XX/XX/20 - 3rd email request by XXXX XX/XX/20 - 2nd email request by XXXX XX/XX/20 - 1st email request by XXXX requesting transfer of the FHA Case number and the Appraisal Documents. XX/XX/20 - NewRez Processor ( XXXX XXXX ) responded to Refinance Loan Declination via email @ XXXX EST. XX/XX/20 - NewRez Refinance Loan was declined via email @ XXXX XXXX PST. XX/XX/20 - The NewRez Refinance Loan notification stating the Refi Loan was officially cleared to close via email @ XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92354
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom this may concern, XXXX Im in dire need of some help and investigation into a predatory loan I recieved to purchase a house at XXXX XXXX XXXX XXXX XXXX XXXX on XXXX. Please bear with me because i feel the need to te explain the History of events that has lead to this complaint against XXXX XXXX XXXX XXXX XXXX/XXXX XXXX XXXX/XXXX XXXX/XXXX XXXX/XXXX XXXX/Shellpoint Mortgage. This is how many companys that my original Purchase Money Mortgage has been Transfered to. I really dont know if the last two are ligitimate since they never sent me letters of assignment, and my explaination of whats happening currently, will follow within this complaint, after the History getting me to this point. I know its alot to process ... Please try to imagine how confusing its been to me to be at the XXXX end of the stick these companies have been smaking me with causing me unbearable mental stress and great financial Harm. I originally bought this house ( XXXX XXXX XXXX XXXX XXXX. XXXX ) directly behind a home i lived in and that was owned by a close friend whom had died in the home. i paid XXXX for it and used a purchase money mortgage thru XXXX XXXX XXXX XXXX Mortgage loan # ( XXXX ) to buy it. They made purchasing it very difficult because we were in a minority neighborhood that had been redlined and the mortgage broker acted like i should be glad he could find any lender at any rate to finance it. I hadnt planned on keeping the loan for very long. i was just trying to secure it until i could pay it off quickly ... Little did i know I was about to come under attack.. I had great credit and put down 20 % and after all loan fees ect they finally granted a mortgage for XXXX on it. It was immediatly assigned to XXXX XXXX XXXX then assigned it to XXXX XXXX and then the proplems started..I wasnt even sure if my mortgage company was ligitimate at this point since they transfered it to so many so quickly ... They just felt like someone trying to steal the property and immediatly also started stating they would get a deficit judgement and come after my Home i lived in if i didnt pay any monies they demanded. They immediatly started attacking and harrassing me and putting force place insurance on the property ( even tho i had insurance ) and making me prove mutiple times that i did have insurance. The original pmt was {$320.00} They stopped accepting my payments because i wouldnt pay there force placed insurance ... I had insurance on it and provided proof but they said until i paid what they said i owed and would have to await a refund or they would not accept my payments.. They then started with multiple inspection fees ... late fees ect that spiraled out of control thus leading to the filing for a foreclosure on XXXX ( case # XXXX ) in XXXX XXXX XXXX Dismissed XXXX .They did this Less than 1 year of my purchase. I had to get a 2nd mortgage on my home to pay them and there Attorney the money they demanded to stop the foreclosure. Whick turned out to be a few thousand more than was owed which they eventually returned to me a few months later without a full explination why.. I wish i could say this was the end of it but it really was only beginning. XXXX then transfered the Loan to XXXX XXXX which almost immediatly started with similar tactics ... Id just pay what they wanted and then wait for the refunds ... they eventually would come. This went on for years.. Then in XXXX They hired a new guy ( Im assuming because id never heard from him before ) He started calling saying my pmt was late every month ... I sent them on the first when i got paid which was the due date. but by the 2nd of each month id get a call from him wanting a copy of check sent tho i had a grace period..This was before i started using online Banking so i had no copies of the checks sent. If i wouldnt answer the phone he would keep calling until i did ... multiple times a day demanding i pick up the phone even tho i wasnt home. Id have to hear my filled ansering machine play these messages back almost daily. this went on for years..dealing with force placed insurance and constant calls from this guy.. I tried to reach out to a supervisor but somehow he had locked in my phone number so i could only speak with him no matter what phone number id call for XXXX. In XX/XX/XXXX i did fall behind a payment by 8 days. I told him i needed some help and asked if they would work with me because i was mailing the check out now. Id gotten sick and as soon as i said i was XXXX XXXX things changed with him immediatly i could hear it in his voice.. He burrated me and started calling 10x a day now. He said i couldnt catch the payment up unless i paid about XXXX in costs that Foreclosure has started.. I sent in my next 3 payments and they wouldnt cash them ... i noticed this in my checking statements..But they hadnt returned them either.. This guy called so many times a day i could even answer my phone anymore for any reason ... He would call using blocked numbers. He called 30x on XXXX right up till 9 at night ... I took a picture of my caller ID. and documented this into the answer to the foreclosure complaint they eventually would file.. In XXXX i started answering the calls just to end up having long arguments with this guy ... He said he was going to make it his personal mission to destroy me. I couldnt believe what i was hearing.. He then started calling my neighbors asking for me. They would tell him i dont live there but he would still call them..I was so humiliated.. I told him i took a picture of my caller id showing he called 30x on XXXX XXXX XXXX then he hung up on me. It didnt stop his calls but the amount went down..when i answer to try and talk he wouldnt say a word.. just laugh and hang up.. i wrote a letter finally to XXXX. telling them about this guy and got no response. in XXXX i get a letter with nothing in it but my XXXX XXXX XXXX uncashed mortgage checks in it. I still have them..i throw away nothing. Then a few weeks later another envelope with my XXXX pmt in it..Then suddenly all calls stopped..Then i get a loud knock on my glass front door Serving me with a foreclosure Notice Dated XXXX.File # XXXX. The guy delivering it started an argument and said this wouldnt have happened if id Paid my XXXX ( I want say those words ) mortgage pmts.. Then i call theyre Attorneys and they say that it would take about XXXX to stop this.. I fell apart ... I knew i didnt have XXXX ... The tenants had moved from the house after staying for 5 months without paying rent..There was an inspector showing up every other day taking pictures and of coarse adding fees ontop of the XXXX. I had a nervouse breakdown over this..Thank God my Doctor put me on Medication so i came out of panic mode and started defending myself thru the court system responding to every letter. XXXX had hoped they had broken me down so they could just get a default and take my house ... Once they seen i was defending myself they stopped participating in the foreclosure they initiated so the Court DISMISSED the Case for LACK OF PROSECUTION on XXXX. I had No idea there was a Civil suite against XXXX of which they were fined MIllions for the very same things they had been doing to me.. I should have been afforded an opportunity to participate or for all I know my mortgage may have been included in that settlement.. I just happen to come across this while researching a bit to prepare this letter. I then hear nothing from XXXX for 2 years and Not Knowing they now had changed there name to XXXX of which they never sent me a letter saying the servicing had been transfered to XXXX ... Then They start a New foreclosure case # XXXX on XXXX. This time i hire an Attorney.. Then on XXXX They petition the Court and Do a Voluntary Dismissal. I didnt know it at the time but They had filed for Bankrupcy. Even tho i was in active litigation with them i had never been contacted about there Bankruptcy or i would have sent a letter to the Court Handling it. For all i know imy mortgage may have also been included in the Bankruptcy.. Now finally we get to the reason of this Letter/Complaint. On or around XXXX Someone showed up to the property thats the subject of this letter claiming to be a representative of MY mortgage company and were walking around taking pictures..wearing No Masks during our Ordered Stay At Home Orders from our local and state Governments scaring my current tenants there ... Then the next day a Lady pulls up into the yard off the driveway and right up to the house taking pictures saying shes from my mortgage companys insurance company once confronted ... The Tenants had run down to see whats going on and why shes taking pictures and she says " well just in case the house burns down we need records of whats here '' XXXX This really scared them..They didnt know if that was a threat or what. Then a letter comes to that address on or about XXXX..addressed to me Sent Via XXXX from Shellpoint Mortgage servicing. At the time im up North, out of state, helping look after my Cousins because my XXXX contracted XXXX and was in Hospital and later passed into Gods Arms ... I get in my car and Drive 10 hrs back here after hearing how frighned my tenants are and to get the letter which i have that states.. " As you are aware your loan is delinquient and we have made several attempts to contact you '' Which is not True. i then turn around and drive 10 hrs back up North at which time my XXXX now has died just to get another call from my tenants that theres a letter now in the mail box from Shellpoint addressed to me that says Statement.. I did not rush back this time but did come home early, and a few days later after telling the renters to forward it to my home address. ( When i was down just a few days earlier i also put in a change of address tho Ive never lived at that property or ever received mail there ) .. Ive been at my current Home 10 years and all previous correspondance concerning any mortgage or litigation concerning that property and The Property Tax Bills have all come here to my home at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The first letter that came to the subject property via XXXX said i owed {$34000.00} to this company dated XXXX. And the second letter sent by regular mail that was forwarded to me has an amount owed as {$77000.00}. The loan numbers with each of the companys i listed at the top of this letter all have different loan numbers but the last 3 do all have the Same mailing address. I suspect its all XXXX just different names. I do not know this company ... have never had any correspondance with them before and suspect its a fraudulant company thats attempting to get money from me concerning a mortgage that may have been desolved thru one of the 2 legal proceedures i mentioned above XXXX Class Action Suite settled for 63 Mil to the FTC and CFPB or the XXXX Bankrupcy case.. This loan may have been written off via the Return filed to the IRS or as part of the Bankrupcy proceedings of any of the abouve mentioned Mortgage companies. No proff of this loan being ligitamte or transfered has ever come to me. Please inquire as to the ligitimacy of what theyre attempting to get from me. Also ... .This Loan no longer shows on my Credit Report as its been removed, from what was explained to me by a representative at the credit bureau XXXX due to statutory credit reporting guidlines and no suit has been filed against me nor a lis pendings filed against my property, Its so inappropriet for these people to be starting all this during this pandemic when im at such a disadvantage to defend myself, They now have been coming by my home in XXXX XXXX taking pictures but speed off when i try to ask them to identify themselves. Any Help you can give would be greatly appreciated. I did send them a certified Letter over 3 weeks ago and they want even sign for it.. I suspect its the same XXXX People just under another name hiding from Liability. The tactics seem to be following the same pattern. i am getting lots of calls from unknown numbers but No messages being left. Ive had the previous owner and a Tenant die in the home falling dead in the same spot. They both were extremely close to me and i will fight till the end of all legal battles to keep this house. Tho its covered with asbestos siding that needs abating and has the old nob n tub wiring..Bad roof and a Tree unleveling its foundation it means the world to me. I do request a formal investigation into this matter. Ill put the info in here as to the current company thats doing this. This has been going on for 10 years for a house barely worth its assessed value.. The original XXXX company representative said HE would rather sell it on courthouse steps for pennies on the dollar than back off on attacking me ... DISCRIMINATION HAS TO STOP! Im sick of being Bullied. Fining these companies and allowing Bankruptcy does no good when all they do is change there name and keep the same people there who caused the problems to start with. Thank You Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Company Harrassing me and my tenants at my house XXXX XXXX XXXX XXXX Florida XXXX is : Shellpoint Mortgage Servicing and Loss Mitigation Consultants alleged Loan # XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is first return address on first letter and one i sent a certified Letter too XXXX XXXX XXXX XXXX XXXX XXXX This is where theyre demanding payment to be made too in 2nd Letter
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33755
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I refinanced my mortgage loan through XXXX XXXX XXXXXXXX and provided them with an active insurance policy that was in effect until XX/XX/XXXX. Right after the first payment was made, XXXX sold the loan to NewReZ LLC. Shortly after NewRez took control, they sent me a letter indicating they did not have my hazard insurance information. I called and emailed them to tell them they should have obtained this information from XXXX during the service transfer, and I also gave them my XXXX XXXX agent name and phone number so they could resolve the issue. I know it is the responsibility of both mortgage companies to ensure this transfer is executed competently. A month later they sent me another letter and I responded again with my agents name and number. Apparently, they never called my insurance agent to get the correct information in place. On XX/XX/XXXX, NewRez sent another letter telling me they have issued lender-place insurance and charged my escrow account {$1500.00}. On XX/XX/XXXX, I called XXXX and spoke to NewREz Customer service agent XXXX in XXXX TX and told her to call my agent to get the issue resolved. She was rude and refused to follow up. I had her transfer me to Customer Service supervisor XXXX XXXX in XXXX FL who was also rude, unhelpful and did not want to call my agent. I had him transfer my complaint to his boss - XXXX XXXX at XXXX x XXXX. I left a voice mail on XX/XX/XXXX and another on XX/XX/XXXX with no response. I expect NewRez to take responsibility for the error during the transfer of my loan from XXXX, apply the correct loss payable clause to my insurance policy, refund the lender-placed insurance and pay the NOW DUE premium to XXXX XXXX. Please advise. After discussing this issue with my insurance agent, they inform me they were not aware of the change of lender and invoiced XXXX for the new premium with no response from XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: A mortgage for a mobile home ( no land included ) that was originally with XXXX XXXX XXXX but was later sold to XXXX matured in XXXX of XXXX. At that time, XXXX claimed there was a remaining balance of approximately {$5100.00}. In XXXX, my husband ( his name was also on the loan ) had to file personal bankruptcy. This loan was not included in the filing and remained current during that time period. Perhaps it was due to my husband 's bankruptcy, but XXXX no longer sent correspondence that included his name, only mine. However, they would not talk to me, even though I was not in personal bankruptcy. When the loan finally matured, and they claimed we still owed thousands, I inquired about the charges. I could never get anyone to help me. I called, left messages, sent emails, wrote letters. I never received a response. Eventually, we received a letter from an attorney 's office ( debt collection agency ), and I tried again to call and email. I never received a response from the attorney 's office. I was not trying to avoid paying any debt that I owed, I just wanted an explanation of the charges since I did not understand how we could owe that much at the end of the mortgage term. XXXX went bankrupt apparently, and now the account is with Shellpoint Mortgage. I received a notice in which I could dispute the validity of the debt. So, I did this in writing. In response, I received a transaction summary in the mail from the company. This gave me hope. In my correspondence, I stated that I wish to pay and settle this account, but I simply need to know what I am paying. In the summary, there were several charges for an inspection of the property ( to determine occupancy status ). This must have been due to my husband 's bankruptcy, but this property was not involved. There was also a charge of almost {$800.00} for the residence being " vacant '', but it has never been unoccupied. This could be proven with utility statements, if necessary. Many, if not all, of the charges that are left on this account are not legitimate, but I still can not get anyone to discuss them and to settle this issue. By now, I am willing to pay money that I do not owe in order to end this. It has had detrimental effects on my credit, as it is reported on my report only, even though my husband was first on the account prior to his bankruptcy and we never put it solely into my name. I have explained this situation to many people over the past couple years, but I have never received any assistance in determining the validity of the charges on the account. I have saved the money to pay it off, and now they will not accept payment because they claim it is in the process of foreclosure. This account was just recently sold to Shellpoint. And, I was hopeful that I could settle it with them since I at least had some success with correspondence. But, this was unfortunately not the case. The residence is an older model mobile home with no land included. I am not sure how they can foreclose. We obviously do not want this to happen due to {$5000.00}. I just want this to be over. I am an honest person who wants to pay what I owe, but who can not afford to pay additional fees as they accumulate on this account. I want to pay whatever I need to in order to settle this. I have pleaded with both companies. I have been unable to get anyone to listen and help end this nightmare. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28787
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Currently I am in the midst of pursing several complaints against New Rez/Shellpoint for multiple wrongdoings. However, just yesterday, I encountered another issue with this untrustworthy institution. The latest occurrence has to do with Shellpoint falsely sending me an approval for a Forbearance Plan that I have never requested ( see attached " Shellpoint '' doc ) and will not accept. This is tremendously concerning and I want something to be done about Shellpoint immediately. Forbearance is for people who are struggling to make payments and/or are behind on their payments which is not the case in my situation at all. As per the attached document from Shellpoint, this is not the case for me now or ever. I am current through XX/XX/2020 and I have never missed a payment, nor have I ever applied for Forbearance at New Rez/Shellpoint ( see attached " Shellpoint_Current Status '' ). While I have read material on their website regarding Forbearance when making my monthly payments because its prompted when you log in, I have not applied, nor do I intend to. Therefore, the attached letter I received yesterday appears to be another gimmick by Shellpoint and part of an ongoing scheme to defraud customers. My concern is that they can somehow report this to the credit bureau which can be harmful to my credit ratings and I will be forced to pursuit legal action against New Rez/Shellpoint. For the record, I want my name removed from any program associated with any type of Forbearance at New Rez/Shellpoint as I will not accept any such offer. I am hereby requesting that Shellpoint send me a written statement indicating that the letter sent to me was sent in error and that I am not in any such plan, and that they will not submit any information to the credit bureaus saying that I am in a Forbearance Agreement. Again, I am imploring the proper authorities to please do something about this company. cc : NJ Consumer Affairs Attorney General Office of NJ Department of Banking & Insurance of NJ
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During payment process of my loan, the mortgage servicing company failed to withdraw one of the monthly payments. I called them on this several times, had it escalated but was told each time that everything was current on the loan and to just leave alone. Ive have never missed a payment. Later, I refinanced my mortgage with a new lender. The original loan was paid off and I received the released of the deed of reconveyed as confirmation. 3 weeks later the original mortgage company reached out to escrow saying that the payoff was short. Escrow asked for explanation and none was given. I mentioned to escrow what was probably the cause of the issue but then the mortgage company returned the money back to the escrow company and re-open the loan. Ever since myself and escrow have been trying to work with them on this. The mortgage servicing company has been investigating but at the same time is sending me foreclosure warnings and now want to move forward with it. They have found part of what caused the problem on their side but are now refusing to address the issue and want to charge me for additional payments ( on top of the one they failed to withdraw ) after the loan was closed when I refinanced.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98028
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an issue with New Rez Mortgage. Their customer service number is XXXX. My mortgage loan is held by New Rez, and the number is XXXX. On XXXX I made a payment of {$1800.00} and XXXX I made payment of {$1400.00}. These payments were inteded for the XXXX mortgage payment of {$2800.00}. These I was unable ot make the payment all at once due to financial hardship. The sum of these monies was placed in " unapplied payments '' and ultimately ended up being placed as payments toward the principal agains my will. I have called the company eight times ( XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and twice today on XXXX in addition to having send several written requests ) times to have the issue resolved. Two tickets were requestesd, I've escalated to mamangment three times, and each time I have been told that my request is being handled. It has not been. I am afraid of losing my home due to the issue not being resolved. I am afraid of my credit and mortgage history being impacted negatively due to their inability to correct their mistakes. I have encurred over {$500.00} in late fees that New Rez said would all be refunded because of this. Today I was assured by manager XXXX XXXX that the issue would be resolved. I do not have any faith in this promise. I need help resolving this issue as it is a great cause of stress and worry as well as a financial stress that puts my family in a position of not eating and paying bills. Complete and full payments have been made every month, on time since that date. Thank you so much for any help you can provide! Warmly, XXXX XXXX XXXX XXXX XXXX XXXX, Ca. XXXX ( XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 92084
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage through NewRez. They acquired our mortgage on XX/XX/XXXX. Our taxes were due on XX/XX/XXXX and we have more than enough in our Escrow Account to cover the taxes due. NewRez failed to pay our taxes on XX/XX/XXXX. On XX/XX/XXXX, we received a Delinquent Notice from XXXX County TX stating that our taxes had not been paid. We called NewRez on XX/XX/XXXX to notify them and sent a copy of the delinquent notice by email. The lady who answered the phone stated that she was not in the Loan Servicing Department but someone from that Department would be in contact with us once they got the email. She stated over the phone that they received the email and we got an automated response by email stating that the email was received. On XX/XX/XXXX, we got a Delinquent Notice from XXXX XXXX XXXX XXXX also stating that our taxes were not paid. On XX/XX/XXXX, a follow up email was sent to NewRez with a copy of both delinquent notices attached and a 2nd request to please contact us regarding this issue. We have never received a response by email or phone from the NewRez Loan Servicing Department with any information about how they are going to fix the problem or about why they failed to pay our taxes as required on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78028
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since NewRez LLC d/b/a Shellpoint Mortgage Servicing took over the servicing of our mortgage loan from XXXX on XX/XX/XXXX, in this short time, we have had to send out dozens and dozens of emails/phone calls/letters filing a formal complaint to various departments including their customer service department, their mitigation department, their boarding department, their billing department, their tax department and their compliance department. Various mistakes on their end is a very, very long list including " boarding our loan into a escrowed loan by error '' according to their records and their research. It took a formal complaint to finally hear back from them months later. Now according to our new mortgage statement date of XX/XX/XXXX we just got in the mail, once again the amount due is incorrect. In a letter that the compliance department sent us on XX/XX/XXXX, it says our " monthly payment decreased to {$1100.00}. '' But in our mortgage statement with statement date of XX/XX/XXXX, it now says incorrectly, " total : {$4900.00} due with payment due date XX/XX/XXXX. You must pay this amount to bring your loan current. '' This mortgage statement is incorrect and contradicts what compliance department said in a letter earlier from XX/XX/XXXX. We were expecting/told to pay {$1100.00} on XX/XX/XXXX like what was communicated to us from their compliance department and their mitigation department. All this communication listed above contradicts the mortgage statement we just got saying, next due date on XX/XX/XXXX. And we paid our mortgage on XX/XX/XXXX because we did not have communication/approval on a forbearance plan until XX/XX/XXXX via a letter in the mail. And this payment has not been applied to our mortgage balance according to this statement. In the letter mailed to us from compliance department, it says, " on XX/XX/XXXX, Shellpoint received and posted a phone payment of {$910.00} to the unapplied account. '' And our recent statement has no recent account history of this payment even though the compliance department confirms our phone payment/amount. This 90 day forbearance plan turned into a 30 day forbearance plan and this is not what we agreed to the terms stated in this email earlier on XX/XX/XXXX. We need a solution. Since this forbearance plan was not set up correctly right from the beginning because we paid our mortgage in XXXX and not told about this plan until XX/XX/XXXX and now getting a incorrect statement for XX/XX/XXXX for the amount due of {$4900.00} instead of the correct amount, XXXX {$1100.00} due on XX/XX/XXXX. **Our request is very simple, listed below : ** 1 ) We deserve full clarity on WHY this XX/XX/XXXX payment did not apply to our mortgage account? 2 ) WHY is our current amount due on the most recent statement for {$4900.00} instead of the regular monthly payment they confirmed for the amount of {$1100.00}? 3 ) FOLLOW THROUGH on the terms of their forbearance plan they presented to us for the months of XXXX, XXXX and XXXX. 90 days not 30 days. 4 ) Lastly, please send our mortgage loan BACK to XXXX, request our simple request to please NO LONGER SERVICE OUR LOAN and send it BACK to XXXX where we had no problems/errors/good customer service for nearly two decades. It would be in the best interest for both parties for Shellpoint Mortgage Servicing to honor these four simple requests listed above.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I am currently trying to refinance my mortgage that is currently held by XXXX XXXX and being serviced by SHELLPOINT MORTGAGE SERVICING. My new lender ( XXXX ) requested collateral documentation from Shellpoint and XXXX XXXX to begin the refinancing over three months ago in late XXXX. XXXX XXXX and SHellpoint have refused to provide collateral and transfer documentation and has been unresponsive to XXXX 's requests. They continue to drag their feet and have made no effort to process the refinancing despite repeated requests.Please help! It should be illegal to refuse such information and I feel as if I have no ability to move this along.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A