Date Received: 2022-09-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2021 partial payment was made to NewRez they put a 30 day late notice on my credit report even though they accepted my partial payment. It was not late just not full amount paid and the full amount was made right at the 30 day mark. Please remove the 30 day late payment off credit report. NewRez policy is not fair and they should not have accepted a partial payment and then get me for 30 day late. Their statements are also confusing and amounts changed a few times, late fees applied where not warranted. My bank statement shows payment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: **THIS US NOT RESOLVED***Shellpoint took my unapplied funds of {$1600.00} and applied to my partial claim without my knowledge. I made that payment in XXXX for XXXX payment however I couldnt come up with the remaining. I called Shellpoint and was able to get one more month of forbearance and a partial claim. I asked my csr rep numerous times what happens to my money I already sent she advised it would remain in unapplied. Well the partial claim is filed and without my knowledge they took the money I had towards my mortgage payment. XXXX XXXX the rep is lying and I have asked for all the phone calls we discussed as they will not provide for me. I discussed this with her a number of times before I even decided to file a claim. I would never ever did this the point was to catch up on my bills. Not to use money I have towards a partial claim what would be the point. They are taking my money they did an error and needs it to fixed. My mortgage is paid in full but they arent applying it correctly. I want all the phone calls I discussed with her.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: hi my name is XXXX XXXX i was on a joint account with XXXX XXXX and after selling my home it was on my credit report so i called and spke to XXXX asking why was it on there they told me it have to be on there until 2025 so i called my mortgage company asking why was it on my credit report they told me it shouldnt be on my credit report so after i spoke to them it still wasnt moved from my credit report so i am now reaching out to get house trying to purchase another home for me and my family
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32221
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: hi my name is XXXX and i was on motgage account that happend XX/XX/XXXX with another person and the house was sold i be, ieve on XX/XX/XXXX we called the company asking why the information was on my credit report and they said that it supposed to stay on there til XXXX after speaking to the mortgage company they explained that it shouldnt be there after it has been sold please help thanks in advance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint 's XX/XX/2022 response to the Connecticut Department of Banking 's submittal of the complaint on XXXX XXXX behalf contained the account information and the history of the account ending in XXXX which does not belong to XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint informed XXXX on XX/XX/XXXX, that the mortgage service provider had paid PMI from Account escrow when the loan originated with lender-paid PMI. Shellpoint stated that PMI was paid from Account 's escrow from XX/XX/XXXX, through XX/XX/XXXX. Starting with XX/XX/XXXX, all PMI payments have been lender paid, according to Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I made an application to the Nebraska Homeowners Assistance Fund and the application was approved in XXXX. The people from XXXX have been trying to communicate with our mortgage lender and servicer which is Shellpoint Mortgage Servicing for over two months now. They have sent electronic communication to Shellpoint requesting amounts due on the mortgage so they will be able to send funds for the delinquent mortgage but Shellpoint has not and will not respond at all. We have called Shellpoint over a dozen times and three way called them with the XXXX and they keep telling us they have no way of seeing if they received any communication. Shellpoint keeps sending letters of amounts due and foreclosure warnings but will not acknowledge the approved application with the XXXX. XXXX is ready to send funds over for the mortgage that is due but Shellpoint absolutely will not respond or acknowledge them and we are scared of getting foreclosed on our home. If there is any way you can help we would greatly appreciate it. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68135
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I would like to know why Shellpoint sold our account to XXXX XXXX XXXX. Our account went from XXXX, Shellpoint to XXXX XXXX XXXX. There is no reason for this!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: " My whole Family & XXXX XXXX XXXX XXXX XXXX XXXX & our Income has effected due to that reason. Moreover, I am under XXXX XXXX until XX/XX/XXXX as per my XXXX XXXX XXXX Hence, I request for a Forbearance Extension due to the reasons mentioned above & please forward my this request exactly as mentioned above in this paragraph to the Investor of my Mortgage Loan for Forbearance Extension. '' XXXX XXXX, Supervisor from Shellpoint Mortgage Servicing told me on a Recorded Line that she submitted my request to the Investors of my Loan when I spoke to her on XX/XX/XXXX but I failed to receive any response from her after sending her several emails. I request a call back & email response from XXXX XXXX. I requested Management of Shellpoint Mortgage Servicing to contact me immediately & provide me the Law & Rules which states that I only can get 18 months of Forbearance Extensions irrespective of my XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX By FHA, Fair Lending Rules & Federal Rules Shellpoint Mortgage Servicing is Legally Obligated to share the Rules & Laws based on which they are declining my request for Consideration for Forbearance Extensions & not taking forward my request to the Investor of my Mortgage Loan. I received Forbearance Extension for my other 2 Mortgage Loans beyond 18 Months. In one Mortgage Loan, I received Forbearance Extensions for 21 Months & another Mortgage Loans I received Forbearance Extension for 22 Months where those Loans are backed by XXXX XXXX XXXX XXXX XXXX respectively but unfortunately, Shellpoint Mortgage Servicing is not forwarding my request to the Investor of this Mortgage Loan who is XXXX XXXX. XXXX XXXX must have standard process for all Mortgage Loans. Hence, I request, demand & provide Legal Notice to Shellpoint Mortgage Servicing to forward my Forbearance Extensions Request to my Mortgage Loan Investor XXXX XXXX & let me know their response ASAP. I also requested Lawfully to Shellpoint Mortgage Servicing to not charge me any Late Fees until my Forbearance Extensions Request is Pending with the Investor of my Mortgage Loan & suppress the Negative Credit Reporting or face Legal Actions.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint has charged a late fee that I feel was wrongly imposed and they stated they are unable to reverse it. Customer service told me they the ability to waive the late fee had I already not made a subsequent payment but because I made the next months payment, the late fee was already applied and they can not credit my account. The mortgage payment for XX/XX/XXXX went up by {$83.00}. I never received the notice of the increase payment, although their records show that it was sent to me. Anyhow, I made the XXXX payment ( via my automatic bank pay ) of the old amount. Because there was a deficiency, of {$83.00} Shellpoint imposed a late fee of {$20.00}. The late fee notice is dated XX/XX/XXXX but since I was out of town I did not get the notice until XX/XX/XXXX. Since the XXXX payment was now due, I went ahead and made sure to submit a timely sufficient XXXX payment and believing I could contest the late fee after. I called Shellpoint after the XXXX payment was received to challenge the imposition of the late fee. The customer service rep explained that he did not have the technical capability to reverse the fee. He informed if I called before I made the XXXX payment he could have waived it. First, I believe I should not have been imposed the fee due to not having received notice, and the amount of the deficiency balance. Second, the imposition of the full amount of a late fee- {$20.00}- declared owed due to a deficiency of {$83.00} on the account is wrong/disproportionate. The late fee amount is what is supposedly stated in the mortgage note and is the full late fee regardless of what the amount owed. To me this is highly unfair and deceptive. Third, the inability of the customer service rep to remedy the situation due to payment and timing is unfair and illogical. Fourth, the rep did provide a means to snail mail submit an appeal or to fax, which I may still try to do, but they should have an electronic means to submit such things. Going through the extra steps of write, print and snail mail/fax is burdensome compared to the {$20.00} fee in dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A