Date Received: 2022-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I been approved for 6 months mortgage payment with HAF Home Assistance Fund in Florida, last month XXXX apply the firt payment after I submitted a complaint, but now they tranfer my loan to a new company call Newrez Shellpoint... I call HAF, the money for the second month is been send but Newrez claim they don't have it, thet haven't apply the second month payment in my account.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a loan modification but i was denied and was told by shell point servicing that my only option was to sell the home so i resubmitted the application for the short sale along with the required documents and after several weeks of sending in documents and my realtor sending in documents, putting the property up for sale and presenting offers because this process takes time a offer was accepted and the short sale was approved because i received letter from shell point confirming that it was approved, but the escrow company still had to resolve the liens on the title of the property, so in the middle of this process shell point started the foreclosure proceedings which should have never happen in accordance with the CA homeowners bill of rights, this is dual tracking plain and simple they are violating my rights they can not start any type of foreclosure while i have an open escrow and trying to sell the home, ITS AGAINST THE LAW ( civil code section 2923.6 and civil code section 2924.11 )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to reach my mortgage lender, New Rez Mortgage, by phone for some time. I have tried both customer service numbers found on their website, but continue to get a fast busy each time I call. Additionally, I tried to email the individual who processed my loan and received an automated message indicated the email address is no longer valid. As a result, I am not able to reach anyone and am extremely concerned of the viability of this company. Any assistance or information you can provide would be most appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63021
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX our family moved into the home on XXXX XXXX XXXX XXXX In XXXX of XXXX I was put as a verified user on the mortgage. I was already on the quit claim deed as as joint tenants with full rights of XXXX when we bought the house. My XXXX unexpectedly XXXX XXXX XXXX XXXXXXXX .we were not prepared and she did not have a will or anything. I sent in all proper paper work including her XXXX XXXX several times. In XXXX I needed to apply for a hardship through the mortgage in the community action agency started to help with funds from XXXX. To help us get caught up so we could apply for hardship. In XXXX to XXXX I spoke to a loss, mitigation specialist named XXXX XXXX XXXX She required a copy of the quit claim deed, another copy of the XXXX XXXX and sign form, saying that she would be working with XXXX XXXX XXXX. .Everything was processed. They told me that since I was on the quit claim deed, I could still have access and make payments, even though I did not need to because we would be put on the hardship. I still make payments. The funds from the XXXX were released no issues. I then confirmed with XXXX all morning that we would be on the hardship and that she said that we would receive a letter or documentation or it would update in the app if we needed to extend it. The app never change the status. We never received any paperwork to ask XXXX if we needed to extend it. And then XX/XX/XXXX we received a forclosure notice from a listing through the courts. Not the morgate company. that our house would be placed on auction on XX/XX/XXXX at XXXX XXXX I reached back out to XXXX XXXX XXXX inquiring what was going on that we never received any information. I heard nothing back. So I called in and the XXXX person I spoke to told me I was not on the account they would not speak to me. But the reasoning was that I sent in a wrong XXXX XXXX, and no other information stating that I was on the deed and then he hung up on me. I called back again to speak to somebody else. They did inform me that my name was not right on the certified user list that they had taken off my last name, and was only using my middle name. that I needed to provide them again with another XXXX XXXX and the quit claim deed so they could speak to me. I sent them the confirmation in XX/XX/XXXX stating that I was an authorized user. I sent them all the required documents again, including the XXXX XXXX They stated they would contact me after they approve the paperwork and no one called me back. So I called back again. They still stated that I sent in no information or the wrong information but this time that the individual that I spoke to said that I sent in a XXXX XXXX in XXXX or XXXX every time I asked when it was sent in they would give me a different date That the XXXX XXXX that was sent in was for a man named XXXX, and that I had scratched out his Social Security number on the forms so they took it as that I did not want to be on the hardship anymore and they took me off when I told them that my mothers name was not XXXX, we do not know and XXXX and I would like to know who sent that in or put that in the file, they refused to tell me. And that my only option would be to the fees or to let my house go on auction. They still didnt have me on as a certified user so I asked to speak to a XXXX in the loss mitigation or to XXXXXXXX XXXX XXXX Each time I noted where I sent these things and I gave them proof of contact with other people they would openly admit that they messed up on their part but all they can do is have me pay the fees that were not supposed to be charged. then on XX/XX/XXXX of XXXX I called again this time I spoke to a woman and she confirmed with me that I was supposed to be on the hardship. She apologize for people messing up the XXXX XXXX and said that she would fix it right there with me on the phone she placed me back on the hardship and said that I would should receive something in the mail in a XXXX XXXX XXXX if not to call back so I asked her again you were going to send me a confirmation that I am on the hardship, right? She said yes, so I waited for the letter. Nothing came. The only letter I received was XXXX stating that I was finally confirmed as a certified user on the mortgage account. Something that had already been confirmed in XX/XX/XXXX. So I called back again. I spoke to a gentleman on the phone and he told me the same thing its because I sent in the wrong XXXX XXXX that I never told them that I needed to extend the hardship and that I have these late fees. And he told me that the only way to solve this would be to pay the fees or to sell my house. I gave him times and dates and people I spoke to but he contradicted everything everyone else had told me. So I asked to speak to a manger in loss mitigation. This person came on the line and said they spoke to the gentleman before me, and that the only thing that I told him was, I wanted to know the payoff amount. I told her thats not correct and I explain the whole story she put me on hold to review everything and then I told her again to check with the last person that I had called that put me back on the hardship she pulled up the voice recordings and the notes from that person, and confirm that I was told that. She said that she was going to fix it and that she would call me back. She called me back stated that her department would not put me back again on the hardship she admitted that it was a mistake on their part, every single step of the way from the XXXX XXXX XXXXrom not keeping the right records to taking me off the hardship to not reaching out to me. When I noted that no one reached out to me, she contradicted herself XXXX times stating that they dont do that or it was the fault of my XXXX XXXXXXXX and even tried to blame me that I was not reading my mail. I informed her theres nothing in the app I received nothing via email, or even by regular mail. She stated that the person should not have done that or told me those things that I mustve misconstrued it but then I told her you confirmed with me that they told her these things you read the notes back to me she said that that was an error and that they will work on her training, I asked her how will you fix this because none of this was my fault. I provided paperwork for over a XXXX and each time the error was on your companies part. She apologized, admitted that the error was on their part, but the only resolution they had for me was to pay the fees, sell my house in a short sale, or just let it go to auction. I then asked her to provide me with all the documentation she said that they sent the times the dates who I spoke with who did XXXX XXXX XXXX spoke with any dated letter, stating when they sent me the foreclosure notice. When I asked when they sent me the foreclosure notice, she said that she could pull that up. So I asked her to send me all these items and she said she would send it into my email that day before XXXX XXXX She did not send anything that day the next XXXX around XXXX XXXX I received an email with only XXXXXXXX XXXXs in it. The first XXXX was just a regular statement that you can pull off the app. I did not ask for that the other XXXX was a letter showing that I had informed them that she had XXXX and asking again for another XXXX XXXX and quit claim deed XXXX XXXX XXXX XXXX XXXX The last letter was a letter. She claimed that lost mitigation had sent out, and it was a letter asking if I need to extend the hardship but had previously stated that XXXX XXXX XXXX never agreed to send me any information on extending the hardship.she even states XXXX paper the XXXX letter they asked for a XXXX XXXX was XX/XX/XXXX but the XXXX she sent says XX/XX/XXXX. Even other associates that I had had contact with before stated, they never sent anything out like that.. when I asked her how she found that and it didnt have XXXX XXXX XXXX XXXXXXXX or name information on it and it wasnt dated with the date She said it was sent out. she did not reply. So I wrote in the email very clearly that per our discussion she confirmed with me that she would send all this information to me that I requested the dated foreclosure notice I requested to know about who access my account and when they sent the wrong XXXX XXXX for a complete stranger. And all the other issues with the account. She has not replied to me, and they are also giving run around of community action agency who helped release the mihaf funds. XXXX XXXX XXXX also asked for a foreclosure notice and other documents the only thing that the mortgage company sent was a payoff statement. I would like to note I did misspeak on XXXXXXXX XXXX XXXX name and mixed it up with XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49221
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: the promissory note was sold to an investment trust through securitization, the title of the home is mine.
Company Response: Company disputes the facts presented in the complaint
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: When I investigated my credit report, I realized that some of the information was erroneous. The XXXX and XXXX credit bureaus are required to authenticate these accounts under Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ). ( A ), as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX and XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX are disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the items from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor. It is not acceptable to treat these reporting accounts as unconfirmed information without producing proof within the legal time range. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ). ( A ), please investigate the unverifiable item/accounts/information below : XXXX XXXX XXXX XXXX XXXX, CA XXXX, XXXX XXXX XXXX XXXX, CA XXXX XXXX NR/XXXX XXXX Date Opened XXXX XX/XX/15 Balance : {$23000.00},
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93638
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the pandemic, I was behind on my mortgage. I received a letter of default and was threatened with foreclosure by NewRez ( my mortgage processor ). In XX/XX/XXXX, I applied for the Housing Assistance PrograXXXX through the website : XXXX XXXX XXXX. The applications were supposed to be expedited. They were not. It took 6 months from the day I applied to the time the mortgage company was contacted about the amount of assistance I needed. By then, to avoid being homeless, my only option was to put the outstanding balance on the end of my loan. This lump sum of over {$5000.00} must be paid at once when my final payment is due XX/XX/XXXX. Although the company is aware that this was a pandemic related hardship, they told the Housing Assistance Program representative that my loan was current and refused to tell them about the COVID-19 related balloon payment that will befall me which qualified for assistance. The state was not compliant with the federal mandate of expediting applications. This allowed technicalities that hide the fact that we are still injured because of deprivation of federal benefits.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75023
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Predatory Servicing- NewRez LLC XXXX ShellPoint Mortgage Servicing XX/XX/XXXX XXXX sent XXXX Notice of Intent from ShellPoint to foreclose. First attempt was XX/XX/XXXX. Trial and Final Judgment dated XX/XX/XXXX and dismissed with prejudice. Shellpoint ignored final judgement details for XXXX years and now is creating a new default date " to be in compliance '' with a judgement of XXXX years ago. In doing this after XXXX years- which they could have done long ago- they have now created a new default date on an offer I was never offered and a much larger amount due from XXXX years ago. Missing payments- never applied for XXXX years ; abusive and deceptive servicing Fabricated delinquent dates XXXX in an effort to foreclose on a default I never had in the first place. I spent thousands of dollars of legal fees for over XXXX years trying to get the judgment enforced. In those XXXX years no one ever adjusted the balance or credited the payments I paid and have cancelled checks for nor offered me any payment plan as they should have over 6 years ago. ( XXXX years previously with another servicer ) Please see attachment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan with XXXX was transferred on XX/XX/22 to Shellpoint ( New Rez ) with only XXXX weeks notice. I am currently receiving assistance with 18 months of forward payments from the XXXX program which they are aware of. Furthermore, I do believe this is the reason behind being transferred to their affiliate company. However, I did reach out to XXXX and advised them of the transfer and provided them the letter received. My loan # XXXX remained the same. My payments are supposed to be trans to Shellpoint for up to 60 days received to XXXX. The payment from XXXX for XX/XX/22 has yet to be sent to Shellpoint causing me to fall delinquent. I am very concerned as this is ultimately in my opinion the reason they transferred the mortgage., to cause more issues. I have heard Shellpoint is their affiliate company who handles delinquent mortgages. XXXX payment was sent out on XX/XX/22 and has yet to be posted or trans from XXXX and XXXX payment will be sent out on XX/XX/22. No explanation from Shellpoint as to why or where. No information pertaining to XXXX assistance was related to Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Can you please include Shellpoint MortgageXXXX XXXX XXXX XXXX in this XXXX XXXX XXXX I reached out to XXXX XXXX XXXXXXXX regarding an insurance escrow issue. I did as the bank ask and continued making my prior payment before XXXX dropped my agent without my consent and wrote a new policy with their preferred underwriter who increased the policy by 65 %. It was then sent directly to escrow without my knowledge. Insurance is not escrowed in the loan documents. After two months of paying what I was ask to pay XXXX XXXX XXXX contacted XXXX and XXXX to report the late payments. I was less than {$600.00} in arears and had done as they ask. I contacted an attorney to see what I could do. He asks me to request copies of the Loan Documents and proof of Jurisdiction over the loan and have them submitted to his office. XXXX XXXX XXXXXXXX did not respond. The Attorney reached out and was informed they had passed the loan to Shellpoint weeks before ( 2 weeks after they were informed, I had an attorney ). In XXXX XXXX XXXX XXXX XXXX ( long after the loan was passed to Shellpoint ) offered to make a settlement with me. My attorney at that time had stepped back. He was not licensed to argue a case in Federal Court. I did not retain my current attorney. I had received a foreclosure assistance notice in the mail literally 10 days before the foreclosure would become final. The attorney I hired always included an additional attorney on correspondence leaving me to believe they were partners. He assigned himself as attorney of record without my knowledge. When the attorney became intimidating and harassing, I investigated the two and they were never partners. I ask the attorney several times to dismiss from the case and he refused. I had to reach out to the Texas bar for assistance. I am including this information so that you will understand why this attorney is under review by the Texas Bar for his relationship with Shellpoint. Shellpoint has never provided one bit of information regarding there association to this loan. I reached out to them 6 weeks ago and they responded with a refusal to comply and a threat that I never reach out to them again. Shellpoint has so many complaints and lawsuits filed against them. I must wonder why they are even allowed to be in business. Except, of course they are the only mortgage company that will take on these illegal loans and attempt to bully people into doing as they demand.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A