Shellpoint Partners, LLC
Consumer Complaints
There are over 2994 complaints on file for Shellpoint Partners, LLC. Dated between 2019-12-13 and 2012-06-12.
Complaints Page 11
2019-08-19
Island Trees, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-08-17
Fort Pierce, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX, I was notified by XXXX, my then loan servicer, that my loan was being transferred to a new loan servicer called New Rez LLC. After XX/XX/2019I was to start making my payments to New Rez, LLC. I have attached the letter and my last statement from XXXX to show the amount of my monthly payment. In XX/XX/XXXX, my payments started going to New Rez automatically from my bank account every month. In XX/XX/XXXX, I checked my credit and a company by the name of Shellpoint Mortgage had reported me late on payments in XX/XX/XXXXand XX/XX/XXXX. At this point, I did not even know who this company was, but I see they are a loan servicer and the amount owed is the same as my mortgage, so I call New Rez to see what is going on. They explained to me that Shellpoint owns them and I have not been paying the full amount of my payment, which was increased to XXXX. They were taking my payments and applying them to a partial payment unapplied account instead of my mortgage and reported to the credit bureau's that I have not paid. I asked them why is it that I have not received any statements or a letter explaining why my payment would be going up and when? All they could say is that they were sending my statements. I told them I have not received any statements and when they verified my address, they were sending them to my old address. I do not understand how they could do that if on the letters from XXXX had my correct address, why wouldn't New Rez. I paid everything at that moment to bring my loan current, even though they could not explain to me why my payment had gone up. I asked them to credit me the late fees of XXXX and correct the past due status with the credit bureaus since how could I be late if no one notified me of my new payment amount. They said they could not help me by phone, that I had to send an email to XXXX and wait 30 days for a response. I did that, and they sent a letter in the mail that they would clear up XX/XX/XXXXand XX/XX/2019late payment reports to the credit bureau and have them changed to current. They refused to credit the late fees because they said XXXX should have sent me an escrow statement in XX/XX/XXXXstating that there was an escrow shortage for the current year and either I pay the difference in full or my payment would go up to XXXX. Obviously, I did not receive this statement or I would have paid the correct amount. My credit can be checked to show that I have never paid a late payment to a mortgage or any other credit card, etc. I did not ask for my loan to be transferred. I feel like this is an abuse of power. I had to pay a difference in the mortgage to clear up the negative markings on my credit without even knowing why. I still don't have a statement, just have to trust them blindly. We did not chose New Rez as our loan servicer and never would based on their reviews. But we have no choice and they are ruining my credit. I checked today and my credit still shows late for XX/XX/XXXXin XXXX and XX/XX/XXXXin XXXX. I can't even call to talk to anyone because they claim they can not help me over the phone. I was in the process of buying another property and was not able to go through with it because of these markings on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-17
Tampa, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello,Company: Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX OH XXXXDate: XX/XX/2019Amount: $XXXXI purchased my home In XX/XX/2019. The loan has transferred twice in three months, from XXXX to XXXX XXXX XXXX (XXXX), and now to Shellpoint Mortgage Servicing.I made one payment to XXXX, one to XXXX, and just paid Shellpoint on XX/XX/XXXX. Shellpoint shows no record of my payment, although I paid through XX/XX/XXXX XX/XX/XXXX via XXXX XXXX XXXX. XX/XX/XXXX sent the payment to their electronic account on file with my Loan Account Number documented.- I have provided XX/XX/XXXX Proof of Payment--as requested from Shellpoint, with still no resolution.- I have called Shellpoint multiple times, on hold and unable to get through- Shellpoint forces me to leave a message, and I have never been called back- I messaged them via email and secure login, and still no resolution despite submitting documentation
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-16
Scottsdale, AZ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: In response to : CFPB # XXXX Reference # : XXXX Acct # : XXXX Property : XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX In your 4th paragraph, from what I understand it seems to say that XXXX received my XX/XX/XXXX payment on XX/XX/XXXX which was applied to XX/XX/XXXX and that according to my bank it cleared in XX/XX/XXXX.
Please see attached XX/XX/XXXX & XX/XX/XXXX statements noting payment to XXXX on XX/XX/XXXX & XX/XX/XXXX. My XX/XX/XXXX payment was paid at end of month when I closed escrow.
I am not quite sure what XXXX means or what you meant by the 4th paragraph of letter sent to me on XX/XX/XXXX. See attached your letter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-16
TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: My name is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. XXXX cell number.
My complaint is agains Shellpoint Mortgage, XXXX New Rez.
NewRez LLC XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Main Office NMLS ID # XXXX Loan # XXXX This company bought my loan XX/XX/2019 was my first payment to them. The original loan was for {$140000.00} and the appraised value was {$150000.00}.
Attached are the loan payments. On XX/XX/2019 I paid a lump sum of {$21000.00} to lower the principle to under 78 % of value. I have attached files.
I called to make sure my PMI was canceled, They made me do a written request which I did. I got a letter saying an appraiser would be contacting me in 7-10 business days. Well that didn't happen. After numerous phone calling and all kind of issues trying to talk to a person. I got a call in XX/XX/XXXX, from XXXX XXXX, a Broker from XXXX, not even in my market, did a " Broker Price Opinion '' yes, he is not an appraiser! Attached is his report.
His lack of knowledge of the area, he used 3 properties in the city limits. I live in an exclusive neighborhood. The home to the left of me sold for {$170000.00} in XXXX and the home to the right of me sold for over {$300000.00} this month.
They will not contact me back, I have left messages with XXXX XXXX, the Supervisor because my direct contact XXXX XXXX phone is now not working. XXXX.
Pay the Mortgage Down to 78 % of the Purchase Price Because of the Homeowners Protection Act, PMI now has a default setting This is a level at which it a lender must cancel it automatically. The mortgage servicer is required to drop your PMI coverage when the outstanding balance of your mortgage drops to 78 % of the original value of your home.
If the original purchase price on the house was {$200000.00}, your lender must cancel PMI when your outstanding loan amount drops to {$150000.00}. This is 78 % of {$200000.00}.
This should happen even if you do nothing in an attempt to remove the PMI. You must, however, be current on your mortgage at the time this happens. Otherwise the lender is not required to remove the coverage.
Please help, thanks, XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-16
Vaughn, OR
Problem with a credit reporting company's investigation into an existing problem
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2019-08-16
Rochdale, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-15
Wilm, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-15
Bohemia, NY
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: Ok I will make this simple as possible. I have a chapter XXXX discharged in XX/XX/2017 my Mortgage was included, since I am keeping the home my current payments are considered voluntary payments. In the bankruptcy law states the company can no longer report this account to any credit reporting agencies. However I have been battling with my Mortgage company Shellpoint Mortgage, XXXX, XXXX to remove it from my file. However they will not, this violates the automatic stay. Either way I would not mind so much being on my report if it were reporting every month and correctly. I have been calling emailing every month for them to update it or it will not be updated by law these companies are supposed to keep accurate information and here I am doing their jobs for them. My balance is also incorrect hurting my score further. My current balance I will show proof, as I will show proof as what they are reporting and you can see all the gaps this is crazy I should be able to sue both parties for not keeping accurate information.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Memphis, TN
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: WasapprovedfortrialmodificationwithmymortgageservicerShellpointMortgageservicing,firsttrialpaymentbeganXX/XX/2019amount{$850.00}.I'veattachedproofwhereIwasmakingtrialpayments.ShellpointMortgageforeclosureattorneyforeclosedonmyhomeXX/XX/2019whileI'mmakingmypayment.Someonecametomyhomeaskingmetoleavemyhome.I'mrequestingthepropertyforeclosuresaleberescindedanddeedtomyhomebereinstated.Shellpointhasbeendifficulttoworkwiththeydidnotapplymymortgagepaymentstotrialpayments,Ihaveattachedmybankstatementshowingfundswithdrawnfrommybankaccount.SpokewithShellpointcustomerservicewastoldtheydidn'treceivemypayments,thatiswhytheyforeclosed.AccordingtoXXXX,ShellpointMortgagethepropertyhascurrentlygonethroughforeclosureREODepartmentbutwasnotsoldtoathirdpartyitisbackwiththeinvestor.TheinvestorisXXXXXXXXXXXXXXXXXXXX,XXXX#XXXX.NeverreceivedcancelationletterformymodificationfromShellpointmortgage.AlsoneverreceivedapropertyforeclosureletterformXXXX,XXXX,XXXXXXXXXXXX.StateofTennesseestatesthehomeowneristoreceive30daynoticepriortopropertyforeclosureofwhichIdidn't..
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
AL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I called Shellpoint mortgage ( new rez ) at XXXX XXXX XXXX about removing my PMI since I have been in my home for the last 18 years and have paid into PMI previously and it was removed after 11 years, they refused. My home value and loan amount is well within the required percentage to qualify to have the PMI removed. I had to refinance to put the same home in my name alone per the divorce decree instead of both names. My name was on the original loan, its the same address, I have now had the current mortgage since XX/XX/2016 and have not had any late payments in the last 12 months. Actually I have only been late once in the last 4 plus years. I feel that it is unfair that I pay the PMI again for the same house for another 11 years because of a refinance was required.
My home value is $ XXXX and the amount of my loan is now XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
Bohemia, NY
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: I have requested several times that the PMI be removed from my loan and always formally denied even though after completing renovations my home has appraised way over the 80 % of the loan. I have even received letters from the bank in which I have ( see attached ) the loan with stating my home is worth {$510000.00} and my loan balance is {$300000.00} well under the {$410000.00} limit. I have paid off more than 3 mortgages, have an over 800 credit score, and well over XXXX in savings, and do not see why I am paying over {$200.00} a month in PMI. I am not a risk, and even if I was this mortgage is insured by the government so do not see why an additional PMI payment was ever needed.
I want the PMI removed from my loan and a refund of the PMI I have already had to lay out in order not to be delinquent with my mortgage. I knew I would be doing major renovations so that is why I did not put down 10 to 20 % down. No where on my loan documents does this say the PMI can never be removed. I want this off my loan. I asked to be shown where I was told this would never be able to come off my loan? I was not given any disclosure and there is no mention of it in my mortgage. I was also informed that stated in the by-laws a request can be made from my mortgage company ( NewRez LLC ) on my behalf to FHA to eliminate the PMI. I feel this fee is very unfair. I have a very low mortgage compared to the value of my home ( {$510000.00} ) and I am willing to get an appraisal to prove this, I have an over 800 FICO score, in the past I have paid off multiple mortgages, I have been employed full time for several years, I never had a late payment on anything!!! I told my mortgage company ... '' Please, I am requesting some customer service. Please put an inquiry to FHA to eliminate this PMI from my loan. '' Also I asked if I have an option to pay down the existing loan of {$320000.00} to an 80 % value {$260000.00} with a payment toward my principal of {$40000.00} which would recast the loan in hopes to eliminate this PMI. They have no proof this was explained to me before hand. I asked them to produce something that was signed and they couldn't. I also asked for a compromise since they can not. Why won't they ask FHA on my behalf to reconsider?
Would appreciate any assistance you can give. I feel this is a very unfair practice and PMI should be eliminated across the board and money should be given back to not only me but all mortgagors.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2019-08-14
Federal Way, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, We would like to issue a formal complaint against Shellpoint Mortgage Servicing for their improper actions in servicing our previous mortgage loan. We were referred to your agency by XXXX XXXX of the South Carolina XXXX XXXX XXXX after her attempts to mediate with Shellpoint did not produce an acceptable resolution.
It has been a very difficult time trying to work with Shellpoint and we will try to explain the situation and our complaint further below ; please feel free to let us know if you would like to know more via a call and we will gladly send you our phone number to speak further.
- We purchased a house in late XX/XX/XXXX with our original lender, XXXX. XXXX subsequently sold our mortgage to Shellpoint. When we decided to refinance the loan in XX/XX/XXXX, the new refinance lender notified us that Shellpoint had not paid the full amount of property taxes due to XXXX XXXX in XX/XX/XXXX from our escrow account. Instead of paying the over $ XXXX amount that was due, Shellpoint only paid {$560.00}. By the time we found out, there was still a remaining balance of nearly $ XXXX and our property had incurred an additional $ XXXX in interest and penalties from XXXX XXXX ( a figure that continued to grow as we waited months for Shellpoint to resolve the issue and even get us a response ). The attachment ( XXXX XXXX Prop Tax Payments Penalties Interest ( JKL XXXX ) ) details these amounts.
- Another attachment ( Initial Escrow Disclosure vs. Shellpoint Escrow Disclosure ( JKL XXXX ) ) shows the Initial Escrow Account Disclosure Statement that was a part of our closing documents for the purchase of the house in XX/XX/XXXX and the Annual Escrow Account Disclosure Statement that we recently received from Shellpoint. As you can see in the Initial Escrow Disclosure ( and will be verified in other materials contained within the closing documents XXXX, it was clearly understood that the payment due for property taxes in XX/XX/XXXX was over $ XXXX. Moreover, the figures used to calculate the monthly escrow payment that we had to make also used the over $ XXXX amount. Yet inexplicably, as seen in Shellpoints XXXX XXXX, Shellpoint only made a payment of {$560.00} from our escrow in XX/XX/XXXX. In response to our first written inquiry to Shellpoint, Shellpoint states that they were not liable because we did not inform them of the correct amount however, the correct amount was already listed in the closing loan documents. Also, Shellpoint was already able to determine the correct figure for the XX/XX/XXXX property tax payment directly from XXXX XXXX XXXX has never explained why it could not similarly determine the correct amount for the XX/XX/XXXX payment.
- Similarly in the same attachment, you can also see in Shellpoints escrow disclosure that the amount in escrow ballooned to over {$8200.00} because of their mistake in XX/XX/XXXX. Section XXXX of RESPA prohibits lenders from requiring an exorbitant amount in the escrow account, providing a cushion of at most only XXXX more than the total disbursements for the year. If you total all of the disbursements for the year listed in Shellpoints XXXX XXXX ( {$4500.00} ) and add the RESPA permitted cushion ( {$750.00} ), the maximum escrow amount permitted by RESPA was {$5200.00}. Yet Shellpoint was over this maximum permitted amount during five of the months, with the highest amount being {$8200.00}. RESPA requires that a lender return any excess above {$50.00} to the borrower, which Shellpoint never did. It was not until our refinance had been closed for over a month that we finally received our escrow amount.
- In another attachment ( Examples of Correct Prop Tax from Closing Docs ( JKL XXXX ) ), there are additional examples of how the lender anticipated ( and used for calculating our monthly mortgage payment amount ) an XX/XX/XXXX property tax amount of over $ XXXX in the closing documents. In the Uniform Residential Loan Application, First Payment Letter, Closing Disclosure, and Estimated Borrowers Statement, a figure of {$550.00} was listed as the amount collected in each monthly mortgage payment specifically to pay for the property taxes. Yet despite this figure, Shellpoint makes an XX/XX/XXXX property tax payment of only {$560.00}, an amount that is clearly disproportionately small compared to the escrow amount they collected from and required of us.
- Another attachment XXXX Written Correspondence to Shellpoint ( XXXX XXXX ) ) details some of the written correspondence that we have had with Shellpoint. In response to our numerous written requests, XXXX has only responded with auto-generated receipt notices, written letters that request more time to review the issue ( with no timeline given ), and an encrypted email that states Shellpoint would not be liable for the interest and penalties because we did not notify them of the correct amount ( as mentioned above ) ( we can provide any additional correspondence from Shellpoint upon request, please let us know ). We have also tried numerous times to call them but we only are given their general customer service line ( not their XXXX XXXX Department, which analyzes such claims ), who are not trained on these issues and can do nothing to help, despite our having to tell them the entire issue over and over again each time we are connected to a new general customer service rep. When such general service reps tell us that Shellpoints XXXX XXXX Department is the group that handles such issues, and we then ask them for the Loan Servicing Departments phone number or to be transferred directly to them, we are told that the XXXX XXXX Department does not have a phone number and that we are not permitted to speak with them. It seems unreasonable for a companys customer service department to engage in these types of practices, essentially discouraging customers from expressing their rights and encouraging them to give up instead.
- We finally received a refund of our escrow amount from Shellpoint in early XXXX, yet it still did not include the {$500.00} in penalties and interest that we paid to XXXX XXXX due to Shellpoint 's underpayment in XX/XX/XXXX.
We greatly appreciate any help that you can give us to resolve this matter. All we want is for Shellpoint to reimburse us for the interest and penalties ( {$500.00} XXXX that we have incurred from XXXX XXXX due to Shellpoints improper actions and for them to admit fault and stop these unreasonable practices against borrowers.
Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-14
MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XXXX XXXX, I called mortgage servicer New Rez to inquire about removing the PMI from our mortgage. The rep that I spoke to at that point said that we didn't need to do an appraisal or anything and she would submit the request and it would be removed. I knew that was wrong so called back in a few days and was told yes in fact there would need to be an appraisal and that the previous rep no longer works there. Anyway, we finally decided to go through with the process in XX/XX/XXXX, and were informed that since the our mortgage is with XXXX, we can just do a BPO instead of a full appraisal. We sent in the check for $XXXX with the memo line note as instructed for the BPO payment. The check was cashed on XX/XX/XXXX. It was applied incorrectly to a principal payment - we noticed that when we received our monthly statement - even though there was the note (as instructed) that the $150 check was for a BPO payment. I called on XX/XX/XXXX and was assured that the payment had been reversed and it was sent to the correct department for the BPO to be ordered and that someone should be in contact with me to schedule. No one called to schedule, so I called again on XX/XX/XXXX and was told they would "escalate" the issue and make sure someone gets in touch. Called again XXXX and was told the 2 people I spoke to on XX/XX/XXXX and XX/XX/XXXX in fact did nothing, but this time she would "make sure" that it was done correctly and someone would call within 3-5 business days to schedule an appointment for the BPO. Few more days went by, I called again on XX/XX/XXXX and received the same message; they can "submit a request and escalate the issue". On XXXX, the rep advised me to allow until the following Wednesday XX/XX/XXXX to allow for some processing time. I called today XX/XX/XXXX and still no updates. The "customer service" reps are not at all helpful - all of the actual work is done by the "loan servicing" dept who only correspond by email or fax. Multiple times I've asked for a supervisor and been told they are all in a "meeting" and they could call me back (they didn't), From the terrible wrong information at the beginning, to the check being misapplied, to the lack of any sort of helpful updates or information, this has been a total and utter disaster of a process.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-14
Las Vegas, NV
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I got 1 payment behind in my mortgage so I was making additional amount each month to catch up. I had done this in XX/XX/XXXX & XX/XX/2019 with the final one to be done in XX/XX/XXXX. My monthly payment is XXXX and for those 3 months I was making a payment of XXXX which was the normal payment of XXXX and 1/3 of the missed payment.
The XX/XX/XXXX payment was made twice. It was my error but I have not been able to fix the issue. I received a letter from Shellpoint stating that they would be refunding me the XXXX extra that was made in XX/XX/XXXX. It has never happened. They call me constantly asking for my payment and I keep explaining that they have my extra money sitting there. Finally at the end of XX/XX/XXXX I asked them to apply the XXXX to XXXX 's payment and the extra XXXX to XXXX 's payment since they were not making good on the letter stating the money would be refunded to me. They call me on a daily basis to ask for my payment. I received a call on XX/XX/19 stating that I still owed an additional XXXX. I asked if this would make me current through XX/XX/XXXX and they stated that it would as the extra money was from the original overpayment. I paid it over the phone and the amount has come out of my bank. I received a call again today asking me for my XX/XX/XXXX payment. When I tried to explain the situation yet again they can not see where any of this happened and I was put on hold for quite some time so the person could " talked with a manager. '' I am over the incompetence and stupidity and I want my account fixed. I have attached the original letter I received from them explaining that the money would be refunded.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-14
FL
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
San Gabriel, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I was granted a loan modification but could not afford the new, modified payment, I have entered into the short sale program with Shellpoint and submitted a fully executed offer today, the XX/XX/XXXX. My sale date is in three days and I am imploring you to postpone it so that I may liquidate my home and move on. Shellpoint will retain much more money this way and it will spare me the tragedy of being foreclosed upon. My agent will get you anything you need and is the one who has saved me from being foreclosed upon, to date. I am fully on board to sell and just need a bit more time to allow you to process the short sale file.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-13
Quartzsite, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a letter from XXXX XXXX dated XX/XX/2019, that my mortgage loan was being sold to NewRez ( Shellpoint ). I made my XXXX payment to the original mortgage company. By the end of XXXX, I had not received any information from NewRez. I called the number on the XXXX XXXX letter and was told that I should receive the packet next week, and to not worry about the payment because it was a new loan transfer. I received the packet from New Rez on XX/XX/2019. The letter was dated XX/XX/2019. It was late Saturday, so I planned on mailing the payment on Monday, XX/XX/2019, which I did. On XX/XX/2019, I began received calls from Shellpoint, stating that this was attempt to collect a debt. They called again today XX/XX/2019. I have left three messages for Supervisor XXXX XXXX, but have not received a call back.
The company didn't even get the information out to me before the first of the month, yet they have collection agents calling and harassing people who aren't even technically late. I want to pay with a check so I have a receipt ; and in addition after reading the complaints on the XXXX website, I don't want to pay them over the telephone. What a way to welcome new customers.
There are many complaints with the XXXX XXXX XXXX about this company and something has to be done about this level of harassment being unduly placed on consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-12
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was recently taken over by NewRez/Shellpoint from XXXX, effective XX/XX/XXXX. My XX/XX/XXXX auto payment was collected by XXXX and sen to NewRez without a problem ( that I know of. ) On XX/XX/XXXX I called NewRez as I was concerned that my monthly payment had not drafted out of my account as it was supposed to. I also went online to check the status of the auto payments. The amount showing was not what I had set with XXXX, it was for the minimum due on the mortgage and escrow account. The rep told me that he would delete the recurring payment information so that I may update it with the amount I preferred to pay. I asked if the minimum amount was going to draft anyway, to which is stated no, but to check in a couple of days to be sure. I then proceeded to update my preferred auto payment amount and the site read that the change would be effective XX/XX/XXXX. I planned to wait on making the XX/XX/XXXX payment until I made sure that it did not draft out of my bank automatically. Next time I check, the original payment had been drafted out of my bank on XX/XX/XXXX and a second draft for my updated amount was done on XX/XX/XXXX, resulting in NSF when other payments I had made tried to clear. I have contacted NewRez 3 more times trying to get my money refunded and have provided the proof of the double draft. One rep told me ( XX/XX/XXXX ) that it would take 24-48 hours for the funds to be returned and when I called again on XX/XX/XXXX to check the status, the timeframe changed to 10-15 business days. On top of all of this, my account does not reflect the 2 payments collected in XX/XX/XXXX ; it only has ever reflected the payment from XX/XX/XXXX. No one could answer where my other payment was. Had it credited for XXXX, this would not be such a big deal, but money was taken from my bank without authorization and did not reflect a credit with NewRez. This, in my opinion, amounts to wire fraud and based other other consumer complaints I have read on XXXX is a rampant problem with this lender/servicer.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-12
Occoquan, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-12
Newnan, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX I reinstated my loan, and I noticed in XX/XX/XXXX., that I was over charged an excessive amount after the reinstatement. I notified Shellpoint, however nothing was done about it. In fact they attempted to state that the fees was due to legal fees. I advised them once I reinstated the loan I paid the legal fees. Now it happened once again, and this makes the third time that this has happened to me. I reinstated the loan, paid XX/XX/XXXX a head of time, and they still hit me with more legal fees after I paid the reinstatement fees.
Each time I call to make the payment, and they will tell me that they could not take the payment, because they have to get the legal fees. Then they don't call back with the amount. I have to call them back a couple of weeks after, then they will allow me to pay to reinstate the loan. After I pay to reinstate the loan they advise me that there are additional legal fees, which the the one I paid was good for thirty days.
they are taking my money and not applying it to my loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-12
OH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage was purchased by NewRez in XX/XX/2019. After receiving their introductory email, I set up an online account requesting that all communication-even statements-be sent electronically. To this day, I have not received one mortgage statement from them. I have contacted them to complain, voicing my concern that they are doing so intentionally so as to collect late fees from their consumers. Despite my complaints, they have not corrected this. I do get marketing emails from them, so I know they have the correct email. This may be a IT error on their part, but I don't know why it has not been addressed yet. As an educated consumer, I continue to make my payments on time. I don't know if this could be true of other consumers, which raises concerns that NewRez may be trying to take advantage of these consumers. I am considering re-financing with a different lender, because I think their policies ( or at best their inability to fix errors ) is concerning.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-11
Simi Valley, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX, my loan servicing transferred from XXXX XXXX to New Penn Financial, who subsequently changed their name to New Rez. I do not/have not had an escrow account to pay my taxes or insurance. New Penn/New Rez failed to inform/notify my homeowners insurance company of the servicing transfer ( this had never happened previously in the 15 years I have been in my home ).
In mid XXXX, I received a notification that I had no homeowners insurance and I was going to have insurance force placed on my account. I called New Rez, advised them I absolutely had valid/active homeowners insurance. They requested I have my insurance company fax the deck page, which I did. New Rez confirmed they received my deck page and the policy was appropriate.
In XXXX, I received my statement and noticed that there was an escrow amount that I " owed. '' On XX/XX/XXXX, I called New Rez and they claimed that the information that they received from my insurance company showed my policy began on XX/XX/XXXX so I needed force-placed insurance from XX/XX/XXXX - XX/XX/XXXX. That, of course, makes no sense as my policy has renewed on the same day for many years. NOTE - I am specifically requesting from New Rez the evidence they received that shows my policy began on XX/XX/XXXX as I believe they made an error that was never corrected.
In any event, on XX/XX/XXXX, I downloaded a .pdf of my deck page and emailed it directly to XXXX XXXX at New Rez . The deck page showed my policy number, property address, and policy term which was clearly XX/XX/XXXX - XX/XX/XXXX. I considered the matter closed at this time.
In early XXXX ( I was out of the country for the last 2 weeks of XXXX ), I reviewed my monthly statement from New Rez which STILL showed the force placed amount. Again, I called New Rez on XX/XX/XXXX and happened to speak to Mr. XXXX again. I asked why I had a force placed amount on my account as I had provided evidence that I have a valid preferred policy in place. Mr. XXXX advised that the deck page I had sent didn't have my name on it ( I provided what was available by my insurance company on their website ). I asked why New Rez believed they had a reasonable basis to force place insurance when the deck page I provided had my policy number and property address which was the same as what my Insurance company had provided. Mr. XXXX didn't appear to understand the 1024.37 ( b ) reasonable basis requirement that I had failed to comply with the term of my mortgage agreement to maintain appropriate homeowners insurance. Mr. XXXX refused to answer my request to provide the reasonable basis they were relying on to force place insurance - only stating the deck page I provided didn't have my name. I asked if the property address and policy number on the document I provided matched the information ( which of course it does ) provided by my insurance company. Mr. XXXX refused to respond to my question.
Extremely frustrated, I called my insurance company and, on XX/XX/XXXX @ XXXX PST my full policy which included my name, the effective date of the policy ( which clearly shows a policy effective date of XX/XX/XXXX ). I was copied on the email.
Today, I looked at my online account at New Rez and they STILL applied an amount to escrow for a incorrect force placed insurance policy that violates 1024.37.
All throughout this process, New Rez never once made a call to my Insurance Company in any effort to try and obtain clarification. All throughout this process, New Rez never once made a call to me to try correct the issue, even though I was clearly attempting to do so.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-08-10
Bentley, MI
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: This is the second complaint Ive done, and the the first complaint Shellpoint Claims to not recognize me as a customer ( This complaint lists someone the company does not recognize as their customer or their customers authorized representative. ) complaint ID # XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage ISSUE Struggling to pay mortgage They were sold my mortgage by another company and I have not had the opportunity to verify any information for accuracy, the loan was originally started in XXXX by XXXX XXXX loans, then XXXX XXXX XXXX, and has continued to have gotten sold and Shellpoint has foreclosed it.
Its obvious they practice doing this because they have tons on complaints ; I will continue making complaints until I am heard. ShellPoint LLC is company that should not be in business
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-08-09
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation