Date Received: 2022-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to a new servicer listed below. I provided my fully paid Hurricane insurance policy declaration and also had them communicate with insurance agent directly. They still imposed very expensive " lender imposed WIND insurance '' that depleted my escrow account and increased my monthly payment by {$400.00} with NO NOTICE! I'm very upset, I have spent considerable time trying to upload the insurance policy and communicate with them, but they did not advise me adequately. The higher monthly payment caused an OD on my account. I need all that money back! NewRez LLC XXXX XXXX XXXX XXXX, SC XXXXXXXX XXXX XXXX XXXX ID # XXXX
Company Response: Company believes complaint is the result of an isolated error
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX Shellpoint activated foreclosure on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In an earlier complaint, I requested the dates on which each foreclosure was rescinded. Shellpoint only addressed the XXXX foreclosure in their response. In addition, in XXXX, Shellpoint provided a package containing the documents mailed to the Borrower since the loan 's inception the communications about the XXXX and XXXX foreclosures were not included in the package.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpointe informed me By mail that they are my new mortgage company. I was told they will modify my mortgage and I will pay a lower interest rate & lower monthly payment Because I was on the forbearance plan. Unfortunately that did not happen I wear more. They report my mortgage to the credit bureau that I was late which I was not and Im still not. That information is still on my report. Some of my payment is unapplied They add interest to the forbearance balance. I was told by my previous mortgage company there will be no late fee, interest added or mortgage sold. Additional fees are added because of the forbearance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10301
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: This company Shellpoint Mortgage Servicing doesn't report my monthly payment on timely manner. Today is XX/XX/2022 and they still have not reported myXXXXXXXX XXXX payment as no data on my XXXX credit report. My credit score hurts for their delay every month
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11429
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: PREVIOUS COMPLAINT ID XXXX Its my right to tell the truth and it seem Newrez LLC has not been true to their action. i want an immediate investigation or if you can retrieve our recorded conversation. I already submitted my reply to the previous complaint, Just retrieved the file from your end. In my honest opinion they have run my credit without my consent- i was with my spouse during the conversation and to my recall 110 % he did not gave my SSS number to run. Its only conversation to access what could the company offer. Once again i repeat no consent was given to run my credit report!!!
Company Response:
State: CA
Zip: 91384
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Not sure if this is the right department. I received a call this XXXX @ XXXX from XXXX their company is offering a Government loan modification program. They stated I would have to make 3 trail payments in order for the modification to go into effect. When I kept asking what the terms were they just stated I would receive them after I made my first two trial payments. I let the gentleman know I would not agree to anything without knowing the terms. He kept insisting I would receive them after making two trial payments. I thought was weird because at first he said 3 payments. I eventually stressed to him that I would not agree to anything without knowing the terms he said they would be texted to me and hung up. I never received anything. I called Shellpoint directly and the customer service lady stated there was no notation that anyone had called me this morning. I asked where I could report and she stated I had to do my own research to report. I thought this was odd or she was just being rude. I went online and it stated to call XXXX to report spam or fraud. I called and expressed to the customer service representative I just need to know where to file a complaint about a spam call. She gave me an email of loan XXXX and stated they would forward to the correct department. The gentleman who stated his name was XXXX XXXX, called me from your number XXXX. I wanted to make you all aware as this is possibly happening to other people. Not sure if it is Shell calling or spam.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The following complaint was filed and an unacceptable response was received. RE : CFPB Complaint # : XXXX Reference # : XXXX Account # : XXXX Property : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX The response provided addresses the Homeowners Protection Act indicating that this investment property does not fall under the act and as such PMI is for the lifetime of the loan. The Act specifies that the lender is to provide the PMI disclosure at time of loan consummation indicating the requirements for the removal of PMI. I have contacted Shellpoint to obtain a copy of the disclosure with no success.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Please see my " feedback '' to the lack of accurate response from New Rez to my complaint. It appears that the CFPB just takes the word of the bank without verifying the information. New Rez has ruined my XXXX credit score and I am unable to get it fixed. Their customer service is horrible. The deposited a payment in XXXX of 2021 and did not credit it toward that months payment. They did not notify me of their mistake until the end of XXXX and by the time I send the XXXX payment ( which then was a double payment for XXXX ) they had already reported a 30 day late. They would never respond to me personally after XXXX year of trying. They finally responded to the CFPB without answering the question of what happened to the payment made in XX/XX/2021. I promptly paid off that mortgage after I realized how bad the service was. I would like to get my XXXX XXXX restored. Please see the attached file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24060
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez LLC / Shellpoint Mortgage are companies involved. Shellpoint applied private insurance and increased monthly loan payment over {$100.00} with no just cause. Prior to XX/XX/2022, payment was {$430.00}. Currently, it is {$560.00}. This is our mother 's mortgage and she is XXXX and is very distressed that no one will help and all our attempts to get help with Shellpoint have been a ridiculous waste of time. In XXXX, our mother was so distressed after a call, she became ill and had to seek medical attention. The reason Shellpoint increased the payment was due the 'loss ' of Insurance coverage documentation after a change in their organization. Since XXXX, we has verification of Insurance on multiple occasions. We also mailed hard copies, along with our POA documentation ( which they also couldn't find ). We have contacted Shellpoint no less than 10 times in the past six month by phone, email, fax and us mail. When we call, we continue to be told an escrow analysis must be ordered, despite having ordered an escrow analysis on several prior occasions. We have been told there is no supervisor, there's no way to speak with a person in loan servicing, and today we were told Shellpoint doesn't make outbound calls if we leave a message -- and to reach someone in the insurance or escrow analysis department we must call back ( can't be transferred ). We tried to send secure messages using the Shellpoint website and that feature does not work. I can provide dates, names, email exchanges, etc. We plan to contact the XXXX XXXX XXXX and begin a campaign on social media. The anxiety and pain they have caused our mother is unforgiveable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage sent me a threatening letter that they would put forced place condo insurance on my home. I called them and supplied documentation showing that my home is not a condo. It is a single-family home. They documented the call and told me that they would resolve the issue and even sent me a confirmation email, a few weeks later I received another letter. I called again and was told I see your documentation here and we will get this fixed right away, another letter came, another call, another promise to fix. I said if this is not fixed after multiple calls and documentation provided to you, I will have to file a CFPB complaint, today I received a letter that the forced place insurance has officially been added to my mortgage. I live in a single family home with no homeowners association, so would not be able to obtain HOA insurance. This is unacceptable.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A