Date Received: 2023-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint knows all they have to do is send a misleading statement and CFPB will close the case XXXX. They overcharged me. Then, they applied money back to the principal. Then, they skipped two payments and now they are using there overcharge to misrepresent that they corrected to muddle the facts. In the letter, Shellpoint never addresses that it was a covid modification and whether it received funds from the government to cover back interest and escrow. In the letter, Shellpoint claims the {$65000.00} is for XX/XX/2022. This again is a red-herring. The XXXX covers the entire year of XXXX. So, if my statement at the end of XX/XX/2022 reflects XXXX, then the XXXX should reflect the same.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting ACT this creditor has violated my rights under 15 USC 1681 Section 602 states I have the right to privacy 15 USC 1681 section 604 a section 2 It also states a consumer reporting agency can not furnish an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX I was put on a trial loan modification. I paid XXXX, and XXXX but I wasnt able to pay the third one. A law firm sent me a letter stating they were gon na auction my home off in order to satisfy their clients interest in a pass through trust. They have right to foreclose. I have not signed any contract with them for a loan. Privity of contract states that the only parties that can enforce a contract are the original parties to the contract. They were not a party to the original contract. Even if they bought the loan they stilll have no right to enforce the contract.
Company Response: Company disputes the facts presented in the complaint
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023, I accessed my account at Newrez over the internet. The Newrez page asked me to update my password, which I did. I then made an extra principal payment. I logged out and logged back in to look at my payment history. I then noticed that the name on my page had been changed from my name to a name I did not recognize : " XXXX XXXX. '' I logged out, restarted my computer, and tried to log in again, but the page said I had the wrong password. I tried to update the password, but was unable to do so. I then tried to call Newrez, but I got a recording saying the number could not be reached from my calling area ( I am in XXXX XXXX ). Finally, I asked my brother-in-law to call for me from California. He was able to do that and put me on a conference call with Newrez. I explained the situation to them and they promised to help within 48 hours, but they have not done so. Currently, I am locked out of my account, and Newrez will not help me. I have reached them twice by having other people patch me through, and they promise to send me links via email, but I have not received anything. This is a very serious situation for us because this is our mortgage holder and there is a different name appearing on our account, and we can not get Newrez to help us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 006XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint has grossly mishandled my money. My mortgage transferred to them beginning XX/XX/23 and even though the welcome letter told me the auto-draft would remain in effect, when the payment due date passed by without a auto payment made I contacted them and the rep told me the auto-pay function didn't work during the transfer. She said I would need to pay a manual payment and set up the auto-payment again. I did so on XX/XX/23. The following day, Shellpoint still drafted the using the auto pay for the 2nd time. So now they drafted it twice. The amount they now held of mine was over {$6100.00}. I requested an immediate reversal and they said they can't reverse and would send a payment via ach right away and i would receive in 3-5 days. After 5 days I called and they said no, they actually sent a check and it would be there in 10-14 days. I said no, i needed it right away. They cancelled the check and resubmitted an ach. They assured me it was all set. After 5 days I called and the lady said it would be in my account by the following day. 2 days later and I still didn't get it. I called again and the rep said the ach was submitted in error and they needed to do it again. By now XX/XX/23, they've held my {$6100.00} for over 16 days. I finally got more testy and demanded an immediate resolution, i suggested i needed to speak with someone who could approve a same day wire as this whole process was unacceptable. Instead of being helpful, the person on the line set up the virtual wall that I can't go any further, that I can't get an immediate response, and that I'll have to continue to wait. If i could simply take my business elsewhere I would, but since I have no choice in who services my mortgage, the least I can do is write a poor review. Horrible company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second month in a row my mortgage payment was late? I pay through my financial institution using their BillPay system to make my mortgage payment and been doing so for the last 10-12 years. I called NewRez last month and they said they had changed their address and if I updated that in the BillPay system it would fix the problem. I did that while I was on the phone with them. I received a letter today that it was late again this month, so I call my bank and they say NewRez stopped accepting BillPay so they have to send live checks?!?!?! I call NewRez, and somehow its my fault, I had to ask them point blank, have you stopped accepting BillPay, and after a very long pause she said yes. I asked why I was not informed of this and she said it was noted on my XXXX Statement, so I printed out XXXX statements and no does it state they had stopped accepting BillPay and the although the address where you send your checks had been changed, they failed to point that out anywhere on the statement or indicate it had changed!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sold the house on XXXX with escrow balance approximately {$1900.00}. Mortgage company said they would send balance of escrow by check within 30 to 60 days. It will be four months on XXXX and still haven't received anything. Mortgage customer service continues to say wait for the check. Why is it taking so long?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was purchased by Newrez LLC in XX/XX/XXXX. When I went to make my initial payment my mortgage had suddenly increased from XXXX to XXXX. I called to inquire about the increase and was told it was due to a negative escrow account balance. Once I received my escrow account information I found out ( through no fault of my own ) my fall XXXX taxes paid in closing to XXXX XXXX XXXX had not been applied to my escrow account nor had they been paid to the county. I have a previous complaint regarding this issue and XXXX XXXX has admitted fault to this and has issued a check payable to Newrez for the full amount of XXXX. The issue I am having is that my mortgage payment is not reflecting my homestead deduction or my reduced homeowners insurance policy. The escrow account divided over 12 months would only be XXXX dollars more a month, not XXXX. They are tacking on an additional XXXX dollars that I have been assured would be adjusted and explained it was due to various reasons. I have talked to around 10 different agents about the issue of my incorrect mortgage payment. I was told to submit my documents through the " contact us '' portal on the website. I did this as well as faxed them and sent them directly to a managers ( XXXX XXXX ) email. I have been told they were received only for the next agent to say they didn't see them until I explained I have sent them 3 different ways and then every agent would say they eventually found them. There has been no adjustment made to my account to reflect my homestead exemption or my decreased homeowners insurance and it has now been almost 3 months. I have been paying my regular payment of XXXX with a manager approval each month and it has been accepted. Despite this I keep getting letters in the mail warning that my account could go into default even though each representative has said that is not correct and " not to worry '' about what I receive in the mail. This is highly irregular and worrisome. Almost every representative I have spoken to has suggested that I hold off on making any payments until my account is updated. This too seems suspicious. I have sent the check for my negative escrow balance as of today and I am already worried that my account will not reflect that either. Since XXXX I have spoken with Newrez weekly, sometimes multiple times a week with no change. The last agent I spoke with on XX/XX/XXXX stated they should have already done an escrow analysis and that he would request one to be done immediately. This didn't make sense as they had yet to receive my escrow payment yet and I am concerned they will refuse to run an escrow analysis once the payment is received on Monday.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46217
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received haf funds XX/XX/XXXX. XXXX/shell point has doubly applied these funds on my regular monthly payments which includes insurance and escrow and as a separate fee for past due escrow as well that would be covered by the regular monthly payments applied. They charged me over XXXX XXXX in servicing fees during my forbearance and charged late fees. Before going into forbearance I was in a modification. I made the three necessary payments XXXX XXXX and XXXX plus made XXXX 's payments before requesting forbearance in XXXX of XXXX. XXXX pulled the modification out from under me even though I was current and in covid forbearance and charged me for more than the amount I would have owed if I had not complied. Haf funds were to be applied as though normal monthly payments were paid on time. The credit bureau was not to be given report of missed payments however I was removed from my modification and overcharged, I had twelve months of missed payments to the credit bureau, I was over charged for the amount I would have owed had I not complied with my modification, my monthly payments were applied in full with haf funds but late fees and servicing fees in ridiculous amounts were charged and a separate amount of over {$14000.00} was taken for escrow and insurance even though it was included in the monthly payment. I had reported them immediately to the department of financial institutions in XXXX WI in XXXX and the woman on my case XXXX XXXX is still awaiting paperwork from XXXX now shell point. In order to buy time I submitted a request for modification on XXXX XXXX XXXX, i picked up the certified loss mitigation package at the post office on XX/XX/XXXX. On XX/XX/XXXX I sent out the loss mitigation package and hardship letter. On XX/XX/XXXX I received a stand alone partial claim offer dated XX/XX/XXXX and XXXX days later a loss mitigation package dated XXXX XXXX appeared in my mailbox with absolutely no postmark whatsoever. They are trying to justify the stand alone partial claim offered by making it look like I applied for modification on XXXX XXXX however I have all documents necessary to prove that I did not request on that date but I did on XXXX XXXX and I have the certified envelope I received from the post office. They said I applied XXXX XXXX yet on XX/XX/XXXX reported late payment to the credit bureau. Also with haf fund rewards applied as though all payments were made on time and since I have been making on time regular payments for five years and nine months I find it impossible to see how anyone can believe that I have paid no more than 2 % of my mortgage and my current balance is less than a XXXX dollars below my original loan balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I'm filing this complaint against this loan servicer Green Tree this loan was a Predatory loan the amount we were charged a high interest rate for a loan amount we never received for years it all was a part of their deceptive practices and then they transferred the loan to another servicer Ditech which continued with the deceit. I have tried reaching out to resolve but was instructed to file a formal complaint against Green Tree and it's affiliates, So we did. Green Tree Mailstop XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ) XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60426
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A