Date Received: 2022-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been contacting New Rez/ Shellpoint Mortgage since XX/XX/XXXX when my husband received a veteran 100 % XXXX exemption on our property taxes. They refuse to re look at my escrow overages and re analyze it. I have told them the hardship this causes on a XXXX veteran. I also had my XXXX appraisal district write them a letter validating we are exempt and to stop all escows for XXXX. They still refuse to make any updates or changes, they will continue to escrow me until the new tax bill in XXXX of XXXX and by then will owe me close to XXXX in back money. I have submitted over 20 requests and complaints to them to stop escrow, service complaints and to delete my escrow all together. The refuse and site policy 's not to do so. They are very deceptive an are practicing red line process against a US veteran and a XXXX person. Please help we cant continue to pay over XXXX a month more then we should. I do not want to loose our home. The are violating my rights as a XXXX person and the texas tax code. Texas Property Tax Code 11.131 ( b ) states, A XXXX veteran who receives from the United States Department of Veterans Affairs or its successor XXXX percent XXXX compensation due to a service-connected XXXX and a rating of XXXX percent XXXX or of individual unemployability is entitled to an exemption from taxation of the total appraised value of the XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been over paying in my escrow since XX/XX/XXXX and now its XX/XX/XXXX. I was with XXXX which I reported this issue to them 3 times. Then in XXXX they switched over to a new company called newrez. I have reported this issue to them twice they are not doing anything. The issue is they are saying that my mortgage insurance is around XXXX yr, and no its not its XXXX. I asked for two escrow analysis and they still yet to fix the issue
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage services Shell point requested a copy of my condo buildings hazard insurance via a letter that was mailed to me. Utilizing their XXXX XXXX XXXX service I promptly submitted a copy of the new insurance binder. When I received the same letter shortly there after I resubmitted the updated binder and followed up with a 40 minute phone call to get the issue resolved. Shortly thereafter I got a letter saying they had purchased insurance on my behalf. I finally got ahold of someone in their insurance department who was component and I was able to email the binder to and was told my file has been updated. I just discovered that they are billing me lender imposed insurance premiums. Uploaded an updated insurance binder via XXXX XXXX XXXX on XX/XX/22 and XX/XX/22. Followed up with a phone call on XX/XX/22. Called again on XX/XX/22 and emailed insurance binder. Was told on XX/XX/22 my account was updated to reflect the binder being on file. On XX/XX/22 my escrow was debited {$170.00} for Lender Placed Hazard Disbursement. On XX/XX/22 my escrow was debited {$58.00} for Lender Placed Hazard Disbursement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60625
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two separate mortgages with Shellpoiint Mortgage, sold to shell point mortgage by XXXX XXXX. One loan is a VA loan, the other is a conventional loan. 1. XXXX XXXXXXXX XXXX provided a letter on XXXX that the loan was being sold to NewRez/Shellpoint Mortgage XXXX The account number provided in the ACM letter was wrong. 2. The original address provided to make payments was wrong. 3. Shellpoint Mortgage has improperly applied loan payments from one account to the other, even though the loan numbers are different, and the payments are from separate accounts, separate financial institutions and separate people ( one is paid from my wifes account, and the other is paid from my account ). Some iteration of this has happened every month. 4. Funds that were improperly applied to one account, were unapplied, but funds were not applied to the other loan, or redeposited into the financial institution account from which payment was made, so Shellpoint says the XXXX VA loan payment has not been made ( or the loan is one month in arrears ) even though every payment for each loan was made on or ahead of time. I have had one to two calls per month for every payment since Shellpoint took over the loans, to no avail, they continue to make mistakes applying the loan payments.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC c/o Shellpoint Mortgage Servicing has been receiving my payment via " billpay '' through my financial institution for years. I have the automatic payment set to pay every XXXX for the payment due on the following XXXX. On XX/XX/XXXX my payment of {$2200.00} shows as the normal ACH withdrawal to Shellpoint Mortgage on my bank statement. On XX/XX/XXXX my bank statement shows {$2200.00} deposited back into my account from Shellpoint Mortgage. Phone call is made to NewRez customer service... they claim no payment was made for the XXXX due.. I do some more investigating in the " history '' of the " billpay '' and it just shows that the " transaction failed '' ( lots of money in the account to cover the transaction- that is not the problem ). Go to the Credit Union to try and find out what is going on. They investigate and say the only thing they can figure out is that the account # for the mortgage must have changed. Call back to NewRez customer service ... .No the account # did not change -- -but the mailing address did. I explained that I can not change the mailing address in " billpay '' because the " payee has a relationship with billpay to provide that information ''. Customer service did say they had been getting a lot of calls over this issue. I mailed a check to the new address XX/XX/XXXX for {$2200.00} and it is credited to my account on XX/XX/XXXX. I received a XXXX showing that payment with {$360.00} going to interest, {$570.00} to Escrow I had set an additional " billpay '' to go out XX/XX/XXXX ( to check NewRez/ Shellpoint got the issue corrected ) as I don't have an issue with making extra payment, and left my normal payment set for the XXXX of each month. A check from billpay cleared ( not the normal ACH ) XX/XX/XXXX and XX/XX/XXXX both in the amount of {$2200.00}. XXXX dated XX/XX/XXXX shows those payments as {$710.00} in interest, and {$1100.00} going to XXXX XXXX???? I just had a payment clear on XX/XX/XXXX and they come up with {$710.00} in interest -- -no late payments, 4.375 % interest. I just ran calculations and taking out the full Escrow that they did ( which they should not have ) we are at a difference of {$520.00} in interest that they overcharged me!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97321
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was emailed an approval from DEO ON XX/XX/XXXX. I was approved for {$4800.00} in past due payments for my mortgage company Shellpoint. I was told that on XX/XX/XXXX the payment was mailed. It has been 5 months and the payment hasnt posted. I emailed Shellpoint and called them on XX/XX/XXXX advising that the payment never posted. I called HAF AND EMAILed to file a complaint on XX/XX/XXXX to file a missing payment complaint. I still havent received a resolve from Shellpoint, Homeowners assistance fund, DEO, or Horne. No one has been able to locate where or what happened toissing past due payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32810
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company has caused several problems will acquiring my loan through a sale of mortgage companies. My previous company was XXXX XXXX. The new company is Newrez LLC. Transfer of loan was in XX/XX/XXXX. This was not a refinance. Newrez llc says " this is an attempt to collect a debt, everything you say will be used in collecting a debt ''. My mortgage is not behind nor has it ever been behind and I always pay more towards principal. This is uncalled for Statement when I'm trying to do bisness with a mortgage company. I called Newrez on XX/XX/XXXX when I made my XX/XX/XXXX payment and saw that XXXX payment was showing over {$300.00} to high. I let them know that my escrow needs to be adjusted as I was being double taxed for XXXX. My house was a new build in XXXX and the county I live had to wait for appraisals and such so I was not taxed in XXXX on my mortgage but however was double taxed on my mortgage in XXXX. I called Newrez LLC to have on XX/XX/XXXX to do an escrow evaluation and they let me know they do have the tax rate and will submit for an escrow analysis. I just spoke with them today XX/XX/XXXX and the rep says they will not do an escrow evaluation because they are to busy and it's a new loan that they just acquired. That is not my problem. My loan needs to accurate and they are refusing to make it accurate. My mortgage is USDA loan and is income based for financing. Them doing this will throw off my finances significantly for the beginning of XXXX. I don't kindly with companies playing with my hard earned money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage with ShellPoint Mortgage Servicing. I make my payments on time every month through automatic ACH withdrawal. For the month of XXXX, they failed to apply my payment on time which then caused a waterfall of issues that now have hit my credit report. When i initially spoke to them on XX/XX/XXXX, the indicated that they identified the issue and sent a request to correct the issue and apply the payment. They also indicated that this would not impact my credit report. On XX/XX/XXXX, i started getting notifications from all of my credit monitoring software apps indicating that there was a change in my XXXX XXXX. Come to find out that Shellpoint did report this to the credit agencies as a late payment in contradiction to what they said they would do. When I contacted Shellpoint again on XX/XX/XXXX, I was told that they could see that there was an error and that I would not have to do anything. The rep that I spoke to indicated that he would send a request to have my credit report updated. I called back on XX/XX/XXXX to check on the status and spoke to a rep that told me that i had to send a request in writing to correct this error ( which was their fault to begin with ) and to have my credit file updated. After XXXX minutes of arguing with this person that I should not have to work so hard to get their mistake corrected, he indicated that the system was just updated to show that they sent the request to have the file updated. I asked to speak to a XXXX and of course XXXX was not available, but the rep I spoke to stated that " XXXX '' would call me back in XXXX hours later. Of course that did not happen, so I called back in on XXXX and asked to speak to a XXXX, once again XXXX was not available, but someone named XXXX XXXX was going to call me back. The level of incompetence and unwillingness to solve a problem that they created with any sense if urgency is dumbfounding. I am in a personal situation where my XXXX XXXX is critical, and I have spent my entire life paying my bills on time to maintain an above XXXX XXXX XXXX and for this mistake to tarnish it, with no regard to a sense of urgency to get it fixed is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX transferred my mortgage, without my consent, ( XXXX XXXX XXXX ) to Shellpoint Mortgage Servicing. XXXX XXXX consistently refused to update my insurance policy which is paid through my HOA, and instead issued their own XXXX XXXX at a predatory price ( which I didn't need anyway given I have insurance through HOA and XXXX walls insurance through a third party provider ). Additionally, it looks like when they transferred my mortgage to Shellpoint, they failed to transfer over my funded Escrow balance I had been paying XXXX - XXXX of XXXX. Shellpoint is now re-assessing my Escrow payment of XXXX to pay the deficit AND based on the outsized XXXX XXXX payment ( again which I don't need or want ). I've tried remedying this with both to no avail. Any help would be greatly appreciated. Best, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Re : Newrez -Shellpoint Mortgage Services , Violations of Fair Credit Reporting Act. Regulatory Background The Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) amended the Fair Credit Reporting Act ( FCRA ), including a provision in Section 4021 that directs lenders to report a credit account as current if the consumer has sought payment relief related to difficulties caused by the national emergency. With the purpose of clarifying federal guidelines, the Consumer Financial Protection Bureau ( CFPB ) issued on XXXX a document entitled : Consumer Reporting FAQs Related to the CARES Act and COVID-19 Pandemic ( Last updated XXXX ). ( Copy attached as EXHIBIT 1, for prompt reference ). In page 1 of the FAQs, the CFPBs document states that : An accommodation includes any payment assistance of relief granted to a consumer who is affected by the COVID-19 pandemic during the period from XXXX XXXX XXXX, until 120 days after the termination of the COVID-19 national emergency declared by the President on XXXX XXXX XXXX, under the National Emergencies Act. Such an accommodation includes, for example, agreements to defer one or more payments, make a partial payment, forbear any delinquent amounts, or modify a loan or contract. Recollection of Events I obtained a forbearance for the Mortgage XXXX # XXXX on XXXX. The lender is Newrez LLC d/b/a Shellpoint Mortgage Servicing ( further referenced as Shellpoint ). The forbearance period was later extended until XX/XX/XXXX. The lender refused further extending the forbearance. It is worth noticing that Shellpoint has not presented evidence verifying that the entity XXXX XXXX explicitly provided written instructions toward not extending further the forbearance periods. No evidence has been presented either that the entity demanded payment of the full balance at the end of the forbearance. Besides, nowhere in the CARES Act it is stated that the forbearance implies payment in full immediately at the end of the relief period. In a former letter Shellpoint has said that the Loss Mitigation SpecialisXXXX XXXX XXXX was the single point of contact ( SPOC ), and that she was unable to get back to me on XX/XX/XXXX. This comment is incomplete as Shellpoint omits to mention that I had multiple interactions with XXXX XXXX and other members of the Loan Mitigation Team after such date. Shellpoints Compliance Department does not acknowledge either that XXXX XXXX provided misleading and inaccurate information. Evidently Shellpoints Compliance Department is not fully aware of the extent of interactions that took place with the Loan Mitigation Unit. This lack of internal coordination between Shellpoints departments is highly unfair and undesirable, as translates into undeserved penalties for consumers. As a matter of fact, I exchanged multiple emails with XXXX XXXX XXXX after the referenced date, on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX refused to explain why a further extension of the forbearance was mentioned in Shellpoints correspondence, but she was not offering that to me. In addition, XXXX XXXX misrepresented the interest rate and monthly payments for the modification option. These are important parameters for reaching a decision. On XX/XX/XXXX I requested an amortization table to evaluate alternative options for accommodations, and XXXX XXXX simply declined returning my phone calls. Given that precious time was getting lost due to the neglecting treatment received, I escalated this case on XXXX to XXXX XXXX XXXX, Loss Mitigation Senior Manager. XXXX XXXX apologized for the service omissions of XXXX XXXX, and finally gave instructions to send me an amortization table. On XX/XX/XXXX XXXX XXXX communicated that the loan modification trial had been approved, and sent me the offer, at a better interest rate that mentioned by XXXX XXXX. At such point we had already reached an ongoing accommodation before the forbearance period expired, which implied credit reporting protection as per the CARES Act. Shellpoint was not correct when reported this loan as delinquent, and violated US Federal Regulations. On XX/XX/XXXX, a different department from Shellpoint sent me a letter asking for payment no later than XXXX. I consulted with XXXX XXXX about whether to follow that letter, and she let me know that I could start the first payment on XX/XX/XXXX. I decided to get it started anyway on XX/XX/XXXX, and established autopay to avoid any late penalties. On XX/XX/XXXX I messaged XXXX XXXX informing that the trial payments had been concluded. I never received any further messages or phone calls from her, I dont know if she was removed from her position. On XX/XX/XXXX I signed the final Modification Agreement and on XX/XX/XXXX I closed the sale of the mortgaged property and liquidated in full the pending balance with Shellpoint. I include all emails exchanges with Shellpoints Loss Mitigation Department in EXHIBIT 2 to document the correspondence that Shellpoints Compliance Department is omitting to acknowledge. These messages provide evidence that the loss Mitigation Department never mentioned that the balance had to be paid in full at the end of the forbearance period. Shellpoints Compliance has not presented proof either that the entity XXXX XXXX imposed those payment-in-full terms. Newrez/Shellpoint should assume full responsibility for what their representatives express or fail to express to the public. Besides, paying the balance in full would defeat the whole intention and purpose of the CARES Act. XXXX XXXX never mentioned that the 3 modification trial payments would be reported as delinquent, otherwise I might have chosen a different option for accommodation. Regardless of whether the Compliance Department is acting out of miscommunication or bad faith, their policies are detrimental for everyone and do not really benefit Shellpoint, as lead only to generalized litigation. The company has built an industry reputation for not being well organized and is facing already multiple open cases for violations. Shellpoint has said that During a trial plan for a Loan Modification, the credit guidelines allow the delinquency to be reported, but we must furnish a Special Comment indicating you are paying on a partial payment agreement. Such comment is not correct, as the CFPBs document referenced on EXHIBIT 1 states that the credit protection does not expire until the President declares the COVID-19 emergency is over ( which has not happened yet ). The CFPB Q & A states in page 3 that : the CARES Act requires a furnisher to report a credit obligation or account as current if it was current prior to the accommodation. The document continues clarifying how the reporting should be labeled as current : Furnishing a special comment code indicating that a consumer with an account is impacted by a disaster or that the consumers account is in forbearance does not provide consumer reporting agencies with this CARES Act required information and therefore furnishing such a comment code is not a substitute for complying with this requirement. XXXX XXXX XXXX from Shellpoint 's Compliance Department has said that we must treat all of our customers fairly and consistently, as required by the Fair Credit Reporting Act. Consistent unfair treatment, as the one I have received, will only translate into multiple litigation from the public due to these systematic violations of federal regulations. Shellpoint double-downs repeating that they have reported information to the credit bureaus correctly, which reveals that they are not current in their understanding of the amendments to the CARES Act. Shellpoint has never acknowledged the CFPBs referenced Q & A document. The CFPB should be more active enforcing regulations passed by the US Congress, and not just closing cases after violations are reported. Or at least should forward this case to the competent Federal Authorities. " Errare humanum est, sed perseverare diabolicum " XXXX XXXX XXXX XXXX. Office of Congresswoman XXXX XXXX XXXX. Cc. Office of the Attorney General, Florida
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A