Shellpoint Partners, LLC

2019-09-20

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been dealing with Shellpoint for eight months trying to reconcile my loan payment history. I finally hired a person who owes and operated a loan servicing company to correct the loan history that I received from Shellpoint which costs {$3700.00}! In XXXX of XXXX I sent XXXX a letter requesting that they send me monthly mortgage statements. They refused because my loan was not reaffirmed after or during my bankruptcy. XXXX missed logged my payment on XX/XX/XXXX which cause all my future payments to be late. XXXX applied {$2500.00} to future interest in violation of Title 15 of the US code 1615 prohibition on use of Rule of 78 's. My loan servicing was transferred from XXXX to Shellpoint Mortgage Servicing in XX/XX/XXXX. XXXX received and cashed my XXXX & XX/XX/XXXX loan payments and did NOT transfer those two payments to XXXX. My loan was sent to Shellpoint 's collection department. I sent front and back copies of both these checks to Shellpoint by fax and email on XX/XX/XXXX and again on XX/XX/XXXX and it still took them over 60 days to apply them to my account. Shellpoint began their servicing with inaccurate records including due dates, loan balance and escrow account balance. They made errors in their accounting with my XX/XX/XXXX and XX/XX/XXXX payments. After having my loan history reviewed it shows Shellpoint has been over paid and already has funds to pay my XX/XX/XXXX payment. I am also due a refund of approximately {$1800.00}! I am a licensed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I have no idea how a individual with limited experience in mortgage loans or servicing could remedy their loan history with a servicer like Shellpoint. I feel I have been lied to, cheated and violated by Shellpoint 's servicing agents. They violated several laws and caused undo stress in my life! I will attach the corrected loan history and letter explain all the inaccuracies in XXXX 's and Shellpoint 's servicing of my loan!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Untimely Response

2019-09-20

Cordova, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-09-19

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Good afternoon, My Wife and I refinanced our mortgage back in XX/XX/2019. The loan was payed in full on XX/XX/XXXX. Since then we have not yet received the refund of our escrow balance which was held with our prior servicer. The value in full is approx {$5200.00}. I have spoken with our prior servicer ( New Rez ), and they informed me that it may take over 60 business days from the loan payoff date before a refund check is issued. When looking into the matter myself, I noted that in the CFR 1024.34, service providers are required to refund escrow balances within 20 days of the loan closing. When I informed New Rez of this regulation, they stated that they have their own internal policy and are not aware of the regulation. To me this is a direct violation of the CFR as it pertains to servicers and the handling of the escrow refunds. Your assistance with the matter is greatly appreciated. For your convenience I have put the full style of New Rez below. XXXX XXXX XXXX # XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX PA XXXX XXXX - XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-09-19

Columbus, OH

Trouble during payment process

Mortgage: VA mortgage

Complaint: My wife and I signed the closing paperwork to refinance this loan on XXXX XX/XX/2019. On XXXX XX/XX/2019 my wife made the XXXX payment of {$3300.00} in error. My wife called NewRez LLC ( herein referred to as NewRez ) on XXXX XX/XX/2019 and asked about the refund process. She let them know that the loan was about to be payed off and that she made the next month 's payment in error. She was given incorrect information, specifically " not to worry about it '' because they will just refund the payment through an overage check. I called NewRez, shortly there after on XXXX XX/XX/2019. I let them know that we would like a refund for the payment made in error, because it still hasn't reached the due date and the loan was about to be payed off completely ( which the company should have been aware of, because they had already processed a payoff quote ; our refinancing of this loan had already been closed on ). I also mentioned that we wanted a refund because this loan was in the process of being payed off and if we did not receive a refund we would essentially be paying interest on a loan that doesn't exist. I was transferred to another section where I was told : in order to receive a refund I needed to send an e-mail, with the account number in the title, to XXXX explaining that the payment was made in error, that I would like a refund, and I needed to show proof that the payment had left our bank account for theirs. My wife sent NewRez an e-mail on XXXX XX/XX/2019 with the account number in the title, stating that she made a payment of {$3300.00} in error and would like a refund. She also provided proof that the money had been transferred from our account to NewRez. I called NewRez on XXXX XX/XX/2019 to follow up about the refund. I was transferred to the loan servicing department where I was incorrectly told that the refund was processing and that it would be sent out with the escrow refund later in the month. On XXXX XX/XX/2019 my wife received a statement from NewRez saying that they posted the {$3300.00} payment, made by my wife, to the XXXX XX/XX/2019 installment and {$1.00} to their Convenience Fee. It stated that they received a wired payment on XXXX XX/XX/2019 in the amount of {$470000.00} and {$470000.00} was posted to the payoff of the loan and {$50.00} to the Release Fee. It also stated that on XXXX XX/XX/2019 NewRez issued an escrow refund in the amount of {$4000.00} and an overage refund of {$2400.00} ; and " upon investigation of your dispute, NewRez has been unable to determine that an error occurred. '' My wife called NewRez on XXXX XX/XX/2019 and was told that they already issued their refund, and an email will need to be sent to XXXX for further clarification of our issue, and that no other communication could be accommodated about this issue over the phone. I called NewRez later that evening, XXXX XX/XX/2019, and asked to speak with the loan servicing department. The individual I spoke with looked up the account while I was on hold, then came back and essentially re-read their XXXX XX/XX/2019 statement to me. I re-iterated that we asked for a refund over a payment made in error, and they did not refund that amount and instead posted it toward a loan that was in the process of being payed off. Noting that it seemed like they just wanted to get an extra month of interest from us, which at the very least seems like an unethical practice. Especially when the customer went out of their way several times to remedy the situation correctly. I was told that the department I needed to speak with was already closed, and that she would let them know that we " disputed '' their determination.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-18

Tampa, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Based on the selections, this best fit my issue, but not sure it was intended for issues with PMI. XX/XX/XXXX I applied for PMI removal. I never heard anything back from anyone so I called back at least 3 times, the third time was on XX/XX/XXXX and is when I asked to be escalated to a manager. The manager finally got the BPO ordered, and the appraiser came to my house on XX/XX/XXXX. I was told it would be a few days and I should hear something. I have not heard anything back as of today ( XX/XX/XXXX ) so I called back and was told nothing is on my account since the BPO was ordered. My house has way over 20 % equity and I have paid {$270.00} towards PMI since requesting for removal and there is not end in sight. This money should not have been paid, nor should I pay anymore going forward. Their ineptitude and inefficiency is costing me ( and I assume many others ) money and should not be allowed or tolerated.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-09-18

Harsens Is, MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I requested an equity loan from my mortgage company since I was in a great equity situation and my appraisal was excellent. This process start mid XX/XX/XXXX with XXXX XXXX. On XX/XX/XXXX XXXX, the underwriter sent " Great news! Your mortgage loan with NewRez has been approved. '' The papers stated this was a refinance loan. When I questioned, I was told that in order to pay off the 2 credit cards that I was trying to eliminate from my debt, I needed to do a refi and a 2nd mortgage. I was emphatic that I did not want a 2nd mortgage, but if a refi is the only way, I want the property taxes put back in my payment. And I would like to look at the numbers so I can decide for myself if I wanted to do the refi or the equity loan. I was told that they could do that but it would take another week or two to restructure the deal. I asked at that time, would this take longer than 30 days? If so I would go ahead & make my monthly payment. XXXX XXXX told me not to pay my credit cards because this would definitely be handled within 2 weeks. Well that didn't happen. Over the course of the next four months, I continued to ask what the hold up was on " restructuring '' my deal. I continuously made arrangements with my credit card companies to make payment arrangements. XXXX XXXX continuously gave me fictitious dates that never came to fruition and I continuously gave these dates to the credit card companies. Who by the way were very good in working with me because I have been a long time customer since XX/XX/XXXX. I was told at one time that XXXX XXXX, who is not the underwriter, is on vacation and I would have to wait for him to return. Then when XXXX returned, they wanted something showing that I had not changed jobs. My product services company changed hands, but I have been doing dealer auditing for XXXX XXXX XXXX for over 7 yrs and full time with XXXX XXXX 20 yrs previous to that. Over the next few months, I kept getting excuse after excuse. Around XX/XX/XXXX, XXXX XXXX informed me that they would not be able to pay off my credit cards and put my taxes back into my payment. On XX/XX/XXXX XXXX, the underwriter again sent " Great news! Your mortgage loan with NewRez has been approved. '' On XX/XX/XXXX, XXXX XXXX sends this note, " No worries underwriting is working out a minor IT issue so they can clear your loan in the system so nothing for you to worry about. '' Finally XX/XX/XXXX, I contacted a supervisor XXXX XXXX requesting a closure. His response was " I do apologize for the inconvenience. We had a unique situation with your income being that you moved from one temp agency to your current temp agency that you are employed by. It creates slightly different underwriting requirements, that took time for us to structure a deal that would work for you, where we could maximize to get you the best deal possible, saving you as much money as possible. Were hoping to get your loan flipped back to underwriting for final review and final clear to close, and should hopefully be able to get this refinance closed shortly afterwards. Ideally, were targeting to get this done within the next week for you. '' XX/XX/XXXX, XXXX XXXX sends leaves me a voice mail stating we will not be able to do your loan because your credit score has gone down. I contacted XXXX XXXX and his email back to me says, " your did not make your XX/XX/XXXX payment '', which is not true. It was late but made. So in conclusion, my credit cards have cancelled me, my property taxes are past due and my credit score has now tanked. I am also discussing this matter with an attorney who suggested I contact your agency also.
Company Response: Closed with explanation

Timely Response

2019-09-17

Austin, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I had a mortgage serviced by Shellpoint mortgage. I refinanced my mortgage through another mortgage company and paid off my existing mortgage with Shellpoint. The payoff details they provided me with is confusing and appears to be inaccurate. I've contacted them several times to connect with my closing officer to review the transaction history associated with the payoff of the loan. I provided them with all the necessary written authorizations for them to speak with my closing officer. He has since called them 2 times and I have now emailed them 4 times with NO response. It appears they owe me another $ XXXX and they will not respond. They are making it impossible for me to get a clear understanding of the payoff and the remaining balance they owe me and WILL NOT RESPOND to get this cleared up. I'm happy to provide you with the payoff payment history so that you can see how confusing it is. My closing officer IS ALSO confused by the payoff history. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-17

Spavinaw, OK

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-16

Vicksburg, MI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-16

Charlotte, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-09-16

Simi Valley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made a payment towards my XX/XX/2019 NewRez mortgage on XX/XX/2019 for the amount of {$2300.00} through the NewRez app. NewRez withdrew the amount of {$4700.00} on XX/XX/2019. I immediately called NewRez to fix the problem. Their agent stated that they withdrew funds for XXXX and automatically withdrew funds for the XX/XX/2019 payment. I advised the agent that I never authorized automatic withdrawal. Also emailed the agent a phone screenshot done after my payment showing payment of {$2300.00}. The agent mentioned that an automatic withdrawal took place since it was close to the following due date. I advised the agent that my bank account was now overdrawn. The agent responded stating that theres nothing they can do about it. That going forward, I need to make a selection through the dropdown option and uncheck autopay. The agent also mentioned they will not issue a refund. That I will need to dispute it with my bank. I requested to speak to a manager. Agent said she was the team lead. I requested to speak to someone else as the agent was being unhelpful. Agent transferred me to an operator who had no knowledge on how to access my account. I was then transferred to an operator to which the call then terminated.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-09-16

Fort Worth, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My initial loan was through XXXX XXXX. They sold my loan it is now with New Rez LLC shellpoint mortgage servicing. My payment amount is XXXX per month. I have paid ahead and wanted to pay biweekly as I did with XXXX XXXX. NewRez holds my partial payment rather than putting it through. They put it in once a month rather than bi-weekly as requested. I paid XXXX on the XX/XX/XXXX and XXXX on the XX/XX/XXXX which is more than the amount of the loan. This keeps me from paying towards my principal in hopes to pay off my loan quicker. I have never had a bank hold my payment before. I called to try and resolve this they will not put my payments in as requested.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-16

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am writing to inform you of the unfortunate set of circumstances that lead to my home loan ending up in a foreclosure.. I was laid off in XXXX. I called XXXX XXXX XXXX immediately after I was given the news that I was laid off.. I was concern for I was never late and I wonder if there was a program or any type of help that could help out until I found a job and make the new income adjustment work. I will never forget how this day has changed my life. I spoke to a customer service to a gentleman by the name of XXXX XXXX was very accommodating. He went on to tell me that there was nothing to worry about because the government had just signed " bailout money " for borrowers like me. He mentioned that in order to qualify for 2 % modification all I had to do was to miss three payments. I went home and told my husband and he was very reluctant. I went on and miss the payments. I did not hear anything from the bank for months. Shortly after I received a forbearance letter asking for all the money that I had missed. After paying the three payment on trial period the modification disappeared. The two subsequent payments were never found. I applied for a modification again four times. All documentation was sent in. I was denied four times with out an explanation. My marriage ended because all the stress. Since XXXX XXXX XXXX advised me to skip my mortgage payments, they quickly transferred the loan to XXXX and then to Shell point. I feel I was defrauded by my bank. I am also victim of predatory lending. I must comment that XXXX XXXX XXXX rewarded employees for denying applications and referring customers to foreclosure, according to the statement. A collector by the name of XXXX said who placed ten or more accounts into foreclosure in a given month received {$500.00} bonus. Other rewards included Gift cards retail stores or restaurants, said XXXX and XXXX XXXX. Who worked as a collector from XXXX to XXXX. original publication XXXX XXXX XXXX XXXX This loan was based on stated income and had apparently an inflated appraisal. I I am requesting the wet ink note be provided. Signature appears to be forged. I have done a forensic review. I also want an explanation about my note and mortgage which is owned by XXXX XXXX. Please explain to me how XXXX XXXX can maintain that they own the note if Shell point also is claiming ownership .I need this matter resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-16

Riverview, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-16

Harker Heights, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-14

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I paid off my mortgage on XX/XX/2019. The company said they will not return my escrow money to me for 30 to 60 days. This amount of time is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-14

Everett, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This is a follow up to the complaint I stated XXXX/XXXX/2109 with XXXX. I went to pay my mortgage this month with XXXX and was told the loan was sold to Shellpoint. I have not received any paper work on this and understood they need to give you 30 days notice which I did not have,. XXXX states they did not have the correct mailing address and the info was sent back per bad address. Funny ... .XXXX has had no problems over the past 7 years getting info to me and monthly coupon books for payments with info on total and payments on loan..Any way I am the one that reached out to Shellpoint as I had no payment coupons from them or any info and the payment was due ... .I had to make over the phone with rep and recieved confirmation number for the payment which was being taking out of account. Checked mail today and still no info from them that I was sold and yet I had to make payment. No info no info on my loan that was sold ... ..no financial info on my mortgage loan ... ... I feel I should of had info on this ... .contract? It is wrong that client is not informed of this in advance ... ..and has no idea where to turn ... no paperwork on loan transaction ....
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-13

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-13

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: To whom it may concern, I am writing this complaint so my concerns in regards to my loss mitigation review with Shellpoint can be addressed and rectified immediately. My loss mitigation request was submitted back in XXXX of 2019 and when it was pending a decision an appraisal needed to be ordered by the lender to complete the review. This took longer than it should due to the appraiser hired by the lender not contacting me the homeowner in a timely manner. Once it was finally completed it was not even given to the lender right away and they did not have this information until almost 3 weeks later after taking almost a month to schedule it. After receiving this information other documentation used for my review became outdated and was requested in XXXX of 2019. Once this was sent into the lender they then needed additional information about the co-borrowers income in which was submitted. Fast forward to right now and not only has no decision been made in almost 6 months, the income used was not properly calculated resulting in a denial in XXXX after all the requested documents were given to the underwriting staff. Due to the negligence of the underwriting team in calculating the co-borrowers income. I was able to get the file reopened and it is currently with underwriting pending a decision with all documents accounted for however they now need a new appraisal per their guidelines as appraisals are only good for 90 days. I feel like my file is being delayed and sabotaged as they didnt even have the correct loan balance in the paperwork. I have requested a new underwriter and also requested a new manager for my file to no avail. I would like answers and proof my appraisal is only good for 90 days and if this is true why wasnt a new one ordered back in XXXX as it would have only been good until then. The quality and care of my file has been unacceptable and unprofessional. Everything being requested from me was piece mailed and asked for every 3 weeks causing a major delay in this process. Not only does it cause a delay in the review it also caused for other documents to become outdated when in fact they have always had a complete file. I would like this rectified immediately. I have worked for a government establishment for years and tell you right now this seems like they are delaying this modification review on purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-11

San Gabriel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: i own a condo in a community and the lender wants proof of hazard insurance every year and I provide this. This year I sent proof ( 5 times ) on : XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I've called Shell Point after each email and they have insured me that the proof was received and I requested proof by mail, which I never receive. I've worked with XXXX ' and sent the proof directly to her email adddress and she confirmed no issue, making that 5 emails. However, I continue to receive assessment emails and the last email on XX/XX/XXXX stated that they were adding this charge to my impound account. This exact scenario happened 3 years ago and the tried to put a lean on my home. Luckily, I save all my statements and the charges were not on my statements, so they could not charge me, I only know this because I worked for XXXX. this is a scam and shellpoint is cheating consumers XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-11

Upland, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-11

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Shellpont sent agents to my home. The disclosed to my neighbor that i had not paid the mortgage in over a month. Continue to visit in person a few times a week.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-11

Philatelic Center, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I brought my home with an FHA loan in XX/XX/2016. My taxes are supposed to be paid through my escrow account. I have made all required mortgage payments and was never delinquent. It turns out the mortgage company was paying taxes to an incorrect parcel number for this entire time. The correct county never received any tax payments because the parcel number that was being paid was in a different county. The mortgage company is now demanding that I pay the delinquent taxes and all the fees. I don't feel I should be liable for this since I was making all the required payments and I was told that my taxes were payed through escrow. The escrow company has tripled my mortgage payments to recover the $ XXXX that was delinquent. I can not pay this and I am afraid they will take my home. If nothing else they should try to work with me to resolve this in a reasonable way instead of increasing my mortgage payments to such an unreasonable amount. from XXXX to now XXXX This doesn't seem fair and cant be right. Please help
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-09-10

Ft Myers, FL

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: im make this complaint becomes again this company keep lying about my payments extra charges made up and no explanation of where is the money they claimed I owed them on XX/XX/XXXX I got a loan modification and XXXX XXXX XXXX put more than $100,000 into my loan a house was worth $XXXX So my new balance was $XXXX the second loan they put on I was no to pay any late fee or any extra charge but right after XXXX XXXX XXXX did try but they could do it so they got this company shellpoint Mortgage servicing to do it same tactics lying and sending same paper to say the are helping me or they tried to answer my complaint before I got this loan modification my wife did bankruptcy even that I proven that my wife was not in the loan they keep bringing the same argument I m supposed to be in my loan modification but they try to say im not so they charge again or change me again higher my principal balance again they sent me statements from before XX/XX/XXXX when everything was supposed to started again why they do not answer me with what is the mount I owed them after XX/XX/XXXX I send them the prove rhat my wife was not in the loan but they keep bringing a paper a fraudulent paper whiten with a pensil some one added with his wife why all the paper from XX/XX/XXXX when I got my loan doesn't mention my wife at all I sent you that prove too because she was never in the loan you are making this lie to break my all loan modification I did ask for a new modification why you want to put me into another one
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-10

San Gabriel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan transferred to ShellPoint Mortgage XX/XX/XXXX. In XXXX of XXXX I requested them to tell me the PMI auto termination date both verbally and in writing. Over two months have gone by and after eight phone calls, they continue to refuse to provide this date. They say I was 30 days late in XX/XX/XXXX and say they can't remove the PMI and avoid telling me the auto term date. I told them several times that per the Homeowners Protection Act of 1999 they must provide me the PMI disclosure form furnishing the date but they act like no such thing exists. My loan originated in XX/XX/XXXX and either the auto term date has already passed or is coming up soon. I purchased my home for {$380000.00} and did a down payment of {$38000.00}. My loan is for {$340000.00} and the current principal balance is {$280000.00}. It is also my understanding the PMI should be cancelled the following month my loan was brought current based on auto termination guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response