Date Received: 2022-08-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage aka Newrez received my mortgage on XX/XX/22. I received a letter from my original lender XXXX XXXX stating that the effective date of transfer is XX/XX/22. The letter stated that according to federal law I have 60 days grace period before the new company can take any action against me for late payment. I set up auto-pay through the web portal but it did not go through somehow. After seeing that no withdrawal was made from my bank account I made my 1st and 2nd payment to Newrez XX/XX/22 after talking to a rep. The next credit refresh showed that they filed a claim against me stating that my payment was late. I called Newrez and on a recorded line the employee told me it was an error on their side and it should reflect as fixed on my next credit refresh. I waited till the next credit refresh and the late payment was still there. I spoke to a new employee on the phone and they stated that the late payment was correct but they would pull the recording and get back to me, which they did not. I have now emailed the company with the letter I received from my original mortgage company and my current credit report reflecting the XXXX pt drop in my credit score from this error.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez mortgage company purchased Wind & Hail insurance on my behalf for the period of XX/XX/XXXX - XX/XX/XXXX after I had already provided proof of insurance and charged me {$250.00} dollars for this coverage. This was from an insurance company called XXXX XXXX XXXX XXXX XXXX. XXXX that do not cover Wind & Hail for the state of Texas. I understand that Wind & Hail is a requirement for my area, and I delayed in purchasing this insurance because I was waiting on my XXXX Certificate for proof of a new roof I had purchased in XXXX. I looked at all my refinance documents and nothing told me that that I could not have a window to purchase insurance. The documents New Rez mailed to me also did not specifically say this. My refinance documents state that I must cover Home and Fire, which I provided proof of coverage for in XX/XX/XXXX. I receive a letter from New Rez on XX/XX/XXXX, which says they plan to buy insurance for my property. My insurance agency provided proof at that time. On XX/XX/XXXX I received a letter from New Rez that says The-lender placed insurance we purchased for your property is cancelled effective XX/XX/XXXX. On XX/XX/XXXX they purchased insurance anyways for dates that were no longer relevant. The WRONG type of insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have spoke to XXXX XXXX numerous times regarding forbearance and a partial claim. A partial claim was filed however I have had money in unapplied that was suppose to go towards XX/XX/XXXX payment and I asked her this numerous times. She advised it would stay in unapplied however they used it towards the partial claim and now I dont have my payment for XXXX the partial claim was done wrong and has to be redone but Shellpoint will not redo it. I cant pay this month that money was for this month and I said it to her a multiple of times. I called hud they dont even have the partial claim yet. I should not be responsible for their mistake and punished for being late of not making a payment at all
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the 3 credit bureaus to validate this account ( A ). It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law. This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. My credit report includes the erroneous information that needs to be investigated and correct : NR/XXXX XXXX Date Opened XXXX XX/XX/15 Balance : {$270000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93638
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/2022 an agent of the servicer for this loan contacted me to ask me " how low a payment I would be requiring for the loan modification? '' *this was done without requesting permission from to speak with me from my bankruptcy attorney. On or about XX/XX/2022 XXXX Bankruptcy attorney ( after being provided an incorrect fax number by the servicer ) submitted an authorization for the agent to speak with me. On or about XX/XX/2022 This same agent began to evade the loss mitigation option of a loan modification when she told me that " we don't do loan modifications over here... You're better off applying for a home refinance ... Can I get your their phone number? On or about XX/XX/2022 This same agent contacted me again to ask the same information I provided the last time we spoke. This time this person requested gas, electric, water bills among others. I was also asked to submit an initial document on their website called their " monthly expense worksheet. '' I have a strong belief the servicer has not been diligent in the processing of this loan modification application. Additionally, the loan modification was delayed with no communication from the agent including but not limited to : 1024.41 ( b ) ( XXXX ) to review the application to determine if it is complete, the requirement in 1024.41 ( b ) ( XXXX ) to exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application ( see comment 41 ( b ) ( XXXX ) XXXX ), and the requirement in 1024.41 ( b ) ( XXXX ) ( i ) ( B ) to provide the borrower with written notice that the servicer acknowledges the receipt of the application and has determined that the application is incomplete. Throughout this process I have not been provided with a fair review process or direct and ongoing access to servicing personnel
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60629
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Mother, a XXXX in her late XXXX, is being lied to and mistreated by Shellpoint Mortgage Servicing. She applied for HAF funds several months ago. In the meantime, Shellpoint offered her 3 months of trial payments to lead to a mortgage modification eventually. She didn't understand that if she completed shellpoint 's offer and also signed a mystery mortgage mod, that she would be considered up to date and no longer would quality for HAF funds. I caught this error only after she made 3 trial payments, but luckily before she signed off on a 40 year mortgage mod. Yes, shellpoint is offering a XXXX with a perfect XXXX credit score a 40 year mortgage. Now that HAF is back on the table Shellpoint is lying about contacting the state reps working to give out HAF funds. They ar emaking up imaginary dates that they tried to contact the state giving out the HAF funds. Meanwhile the state reps are on top of things and it's clear that Shellpoint Mortgage is conspiring to trick customers out of receicing HAF funds. It benefits Shellpoint to trick people into mortgage mods over customers receiving upto XXXX in principal reductions. They need to be monitored and investigated asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good afternoon. I really need your help. My name is XXXX XXXX. My husband bought a house at XXXX XXXX XXXX XXXX XXXX XXXX California in XXXX. In XXXX, he took a loan in the amount of XXXX from XXXX XXXX, and a year later he could not repay it, as covid began. We tried to negotiate, asked for a delay, but they refused there. We had no choice and we filed for bankruptcy. During the bankruptcy, my lawyer XXXX XXXX hid from us that XXXX sold our house for XXXX and the price of our house was XXXX, we did not know about this and continued to pay our mortgage. In XX/XX/XXXX we were kicked out of the house. We were waiting for the trial, which should be on XX/XX/XXXX, but the day before the trial, we learned that the case was closed. Although I watched our XXXX XXXX XXXX XXXX was away on those days, he was on vacation. XXXX XXXX 's lawyer deceived the judge and her man forged his signature. We no longer have the money to fight these people. We are American citizens. We have two kids. We believe in the power of the law. Help take back our home. I will send all documents upon your request. My phone is XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91405
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was not offered the XXXX XXXX COVID-19 Payment relief option a the end of my COVID-19 Forbearance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07306
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage on my condo was sold and serviced by shellpoint mortgage servicing on about XX/XX/22. about 2 months later I was informed I needed to have hurricane insurance. I did not receive a first notice and responded to a second notice. I was told if I did not get the insurance they would take out the insurance at a higher cost. I proceeded to get the insurance at a cost of about {$200.00}. I was told at that time that they had taken out insurance with there own company for aprox {$770.00} starting when they purchased the mortgage. My previous mortgage company did not require the insurance. I was told they would cancel there policy and I would be refunded. There policy was cancelled and I never received any refund. I have made about 5 calls to there company and been on hold for hours. I was never informed about the insurance, never received a binder or cancellation notice. They just charged me for it and sent me no letters or paperwork. I feel I am being given the run around and they are stealing money for. I keep getting promised return emails and phone calls which I never receive. I received one email.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WI
Zip: 53051
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a secomd mortage with XXXX ran into money issues around XXXX and could not make the payment. It was charged off aprox. 8 years ago and doe not even show on my credit report. I am now trying to sell my home and they are wanting the full {$23000.00}. According to Kentucky state law this beyond the statue of limitaions and can not be collected upon. I offered to make a settlement with the company that now hold the accoutn Shell Point Mortage. When I spoke with XXXX at ext XXXX she was attament that i would have to pay the complete balance even after I told her about Kentucky law she stated dosnt matter I would still have to pay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40517
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A