Date Received: 2022-05-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage XXXX has been illegally reporting late payments to all three Credit Bureaus stemming back to XX/XX/2020. While I was in a COVID 19 Repayment program Shellpoint promised not to charge any late fees or report any negative credit reports against me. I entered into the forbearance agreement with Shellpoint in XX/XX/2020. On XXXX, XXXX & XX/XX/2020, Shellpoint Mortgage reported to all three credit reports that my mortgage was 60 days late. Then recently, Shellpoint Mortgage reported that my mortgage was 30 days late, when in fact, my mortgage has not been late since I entered the COVID repayment/forbearance agreement/period. Below is what is listed on Shellpoint Mortgage website. Shellpoint Mortgage and the three Credit Bureaus XXXX, XXXX and XXXX has disenfranchised me by falsely reporting these errors on my credit report, causing me to have a lower credit score and be denied critical lifechanging loans. I am respectfully requesting my credit reports are updated to reflect NO negative mortgage payments from the period of XX/XX/2020 until present. This is my right as a consumer to have an accurate credit report. I request my credit reports be updated immediately. I am attaching a copy of XX/XX/2020 statement to corroborate my aforementioned statement. Please review additional information where it indicates that I am in a repayment plan. During the forbearance period, we wont charge you any late fees. Also, we wont file any negative credit reports against you. But before your forbearance period ends, well work with you to build a plan to repay the payments you missed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez LLC/Shellpoint Mortgage has failed to replenish and service our escrow account after erroneously taking money out to pay a private flood insurance due to them making an error paying our actual flood policy in a timely manner. Although the company finally acknowledge and paid for damages due to the mistake of not paying our policy and replenishing some of the money taken out of our escrow savings, the company has failed to refund the amount back to escrow of {$1100.00} withdrawn on XX/XX/XXXX. We have made numerous calls and spoken with many supervisors, all promising that it will be returned to the account as it should be since it was never meant to be taken out. This has been ongoing for 4 months since XX/XX/XXXX with no resolution nor the promised callbacks to verify for us that it has been completed and funds returned. The account does not reflect the amount of {$1100.00} being refunded anytime since then. An amount of {$2300.00} was returned on XX/XX/XXXX but the rest still not put back and ever since then it has been a circle of promises and no paperwork showing to us, the homeowners that this is completed. This has affected our monthly payments due to creating a shortgage which the company has assesed in a 12 month period, thus in turn making our mortgage higher. This is unnaceptable as we have never made a late payment to our account. If we paid late on the account any lender would want their money no matter what, to even go as far as take the house from us. We only expect better from our lender and so far is a hit or miss. We are tired of being lied to and having our escrow money mishandled in such a manner and are asking for assistance in this matter once and for all. Otherwise, we will have to be forced into legal means of fixing this problem as once again, it has created unwanted shortage of escrow, made our monthly payment go up and not returning funds that do not belong to the servicer is to be considered theft and a crime. The servicer was sent a complaint already and letter of error before. Lender fixed that problem but created another, so this is the second and will be the last time before legal recourse is taken by us.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: LA
Zip: 70068
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX, I contacted my mortgage servicer, NewRez-Shellpoint Mortgage Servicing, about ending my COVID forbearance and resuming payments. My point of contact, XXXX XXXX XXXX, discussed with me the options of bringing my loan back current. The options I was provided were to pay the balance accrued during the forbearance as a lump sum, break it up into a payment plan over the course of 3 months, or I could enter into a loan modification. I chose to enter into the loan modification because due to XXXX and losing my job, I had depleted my retirement and savings to help my family stay above water, therefore I did not have the lump sum all at once or even over the span of 3 months on top of my regular monthly payment. I asked about going on to make a payment and it was explained to me by XXXX XXXX that upon entering the modification agreement I would not have to make a payment until the effective date listed in the loan modification agreement. She explained that she would be getting the loan modification documents together and she would be sending me the paperwork in the mail. I would need to sign the documents, get them notarized, and send them back in order for the modification to go into effect. She stated she would be getting the documents in the mail as soon as possible and the effective date would be set for XX/XX/XXXX as the date I resume payments. I was further assured that there would be no reporting to my credit during this process until the modification was finalized. I awaited the documents to be sent, but after not receiving notification of the documents being sent for a couple of weeks, I reached back out to XXXX XXXX inquiring why I had not received the documents. XXXX XXXX apologized for the documents not being sent and stated she would get right on it. I asked about making a payment on XX/XX/XXXX as discussed and she stated that she would be setting the effective date back to XX/XX/XXXX due to the delay in the paperwork. I asked if this would negatively affect me and she stated it would not. On XX/XX/XXXX, I received notification via the secure messaging system through Shellpoint that my documents were sent out. As XX/XX/XXXX neared, I had not heard from XXXX XXXX or any other loss mitigation representative about making a payment on XX/XX/XXXX. So on or within the days prior to XX/XX/XXXX, I contacted the loss mitigation department. I explained the conversations with XXXX XXXX and the delay in receiving the paperwork. The female representative was able to pull up the documents and stated that while making a payment is always encouraged, I was not obligated to make a payment until XX/XX/XXXX, the effective date of the loan modification documents. I asked about negative credit reporting and was told that my credit would only be hit negatively if I did not make my payment on XX/XX/XXXX or thereafter as my XXXX payment was being wrapped into the loan modificaiton. She explained that if I made a payment now, it would only lessen the amount being wrapped back into the loan with the modification and it would only lessen my payment by a couple of dollars. With the information provided, I opted to not make a payment and use the payment amount to start rebuilding my savings. As I moved forward throughout the process, there was an issue with the first set of documents due to the spelling of my name. Shellpoint had my name spelled XXXX instead of XXXX. The error was my fault due to when I opened my mortgage in XXXX, there had been an error found on my birth certificate and I was in the process of getting the error fixed with the XXXX XXXX XXXX, but had not received my new, corrected birth certificate prior to signing for my mortgage. Upon receiving my corrected birth certificate and updating my license, I failed to reach out to XXXX, my servicer at the time, to have the spelling corrected. I explained this to XXXX XXXX and she requested that I send a letter stating what happened along with my driver 's license so that they could fix the issue. A couple of days later I was contacted by another representative requesting that I send a copy of my birth certificate to provide further support as they were going to attach all of my documents to the loan modification when they filed it with XXXX to go ahead and get the modification in place. During this time, I was hit with a 30-day late payment for missing a payment in XXXX. I reached out to XXXX XXXX who stated she passed along my concern/dispute but instructed me to send an email to loan servicing as well. In my email to XXXX XXXX, I explained the issue and I had explained what XXXX XXXX and other representatives had informed me about negative credit reporting. I quoted a representative stating the " paperwork would catch up '' in regards to the delay in filing the modification.This was eventually fixed and listed as " no data. '' I went on to thank XXXX XXXX for forwarding my dispute and asked about the status of my loan modification as I had only been told that my name change was being corrected and that was it. ( During this time as well, I made my XX/XX/XXXX payment as stated in the loan modification and continued making my required payments every month after. ) Within the following week, I received another set of loan modification documents with no explanation as to why I was receiving them. I contacted Shellpoint and they informed me that they updated the spelling of my name and wanted to redo the documents with the correct spelling so they did not receive pushback from XXXX. I complied and on or around XX/XX/XXXX, I went to my bank to redo the paperwork. Upon reviewing the paperwork, I found there was an additional document sent that needed to be signed and notarized. My notary and I were confused about the additional document and contacted Shellpoint asking for more information about the document. Unfortunately, I was informed by the representative that their system was down and he was unable to review the document in question. After putting me on a lengthy hold, he was able to reach out to another representative who was able to put up the document and it was explained that it was an XXXXXXXX document. I expressed that I had not received that document in the first set of paperwork, to which he stated that must have been an error on Shellpoint because that document was required for any loan modification for XXXX It was concluded that Shellpoint was unable to file my first set of paperwork along with my supporting documentation regarding the spelling of my name because they did not send the XXXX document. During the time that the male representative was obtaining the information necessary to answer my questions, I had to leave the bank in order to be at work on time. The representative apologized for the delay and the confusion, but due to me being unable to get the document signed and notarized the same day as the loan modification, he was going to go ahead and put a request in for new documents to be sent out. Due to the holidays, there was a short delay in receiving the paperwork. Once I received the paperwork, I reached out to Shellpoint 's notary service they provide to their customers. Upon reaching out, I found that XXXX XXXX had to put in a new request for the notary service. I emailed XXXX XXXX on XX/XX/XXXX explaining that a new request needed to be sent. On XX/XX/XXXX, XXXX XXXX emailed back stating she had submitted the request and the notary service should be contacting me within 3 business days. I waited over a week and was never contacted. On XX/XX/XXXX, I spoke with the notary services and they stated it could take up to 10 days for the request to come through, so on XX/XX/XXXX, the request should have already come through. I contacted XXXX XXXX via email the same day stating the notary service did not have a request on file and asked for clarification. The issue was cleared up and I scheduled a time and day with the notary service. When the day came for the appointment, I was not contacted by anybody and therefore did not utilize the notary service. Tired of waiting, that Monday I found and paid for notary services in the county over from me so I could get the third set of documents submitted on XX/XX/XXXX. Throughout this time, I continued making my payments on the first of every month as I was instructed to do back in XXXX because the explanation provided to me was the " paperwork would catch up '' and everything would be backdated to the listed effective date of XX/XX/XXXX. On XX/XX/XXXX, I had to reach out to XXXX XXXX and loan servicing again because Shellpoint had reported a 90-day late payment for XXXX. I again reiterated what I was told about the negative reporting AND I explained that I had made my XXXX payment as agreed upon in the modification. XXXX XXXX apologized and stated she was sending on the dispute as she did last time. While awaiting the error to beas fixed and my credit to be updated, I received a fourth set of documents without any indication as to why I was receiving another set of documents again. After a couple of days, I contacted Shellpoint and spoke to a female representative in loss mitigation. The representative told me the reason I was receiving new documents and further apologized for the inconvenience stating that upon new documents being sent to me, my point of contact, Ms.Fletcher, was supposed to contact me each time explaining why the previous set of documents wasn't accepted and what needed to be fixed and done on the current set of documents. I explained to the representative that had not been the case throughout the whole process. The representative apologized again and went on to review the documents with me explaining what exactly needed to be done for the documents to be accepted. After this, I was able to complete the documents exactly how Shellpoint wanted them and they were finally accepted on XX/XX/XXXX. Throughout all of this time, my credit still had not been fixed for the 90-day late payment reported for XXXX and I was hit again with a 120 late payment for XXXX. I reached out to XXXX XXXX and loan servicing MULTIPLE times to get this fixed, but it was never fixed. Upon calling and speaking to a representative, I was told that throughout the process I was told wrong about not getting hit negatively and I was also misinformed about the paperwork " backdating '' to the effective date.I went back and forth with the representative because I felt what I had been told throughout the process should be honored. I further explained that the loan should backdate to XX/XX/XXXX as that was the date set forth in the loan modification, and being that the modification is a legal contract agreed upon and signed by myself and Shellpoint that date should be honored. This representative was especially rude and continued to put me at fault and at blame despite me quoting and explaining everything I was told. She went on to state that the modification is only effective when it is signed by Shellpoint and approved. I explained if that were the case then the effective date should have changed with every new set of documents, but it did not hence why I was told the modification would backdate to XX/XX/XXXX. I continued with this representative until she became so rude, that the conversation was going nowhere and I had to hang up the phone. I eventually called back and spoke to another representative later in the month of XXXX to which that representative apologized multiple times and stated she could see all of the calls on those dates I was referring to, but she was unable to listen to the calls. The representative went on to provide me a copy of the Loan Modification as Shellpoint had yet to send me a final copy as the agreement stated they would. I have requested Shellpoint to send me the recordings of every correspondence, to which they denied, therefore I requested all phone recordings be reviewed so they can hear and honor what was explained to me during the process. I received a response stating they reviewed two phone calls in XXXX and they found nothing to support my claims. I again requested all phone calls to be reviewed, specifically the phone call on or within the few days prior to XX/XX/XXXX as this was when the representative told me I would not be hit with negative reporting for XXXX and would only get hit if I did not make my payment on XX/XX/XXXX as that was the effective date in the agreement. Additionally, it was a subsequent phone call in XXXX when I called to make my payment in XXXX that a representative told me once the loan modification was accepted and filed, it would backdate to XX/XX/XXXX being as that was the agreed-upon effective date. This has been especially frustrating because I have never had a late payment on my mortgage since I bought my house in XX/XX/XXXX. I had always made my payments on time to my first provider, XXXX. Then in XXXX when my servicer was switched to Shellpoint, I made all my payments on time until my XXXX forbearance started in XX/XX/XXXX. I made every effort to remedy my account and start back payments as soon as I was able. And when I was told I was obligated to return making payments, I have done so on-time every month since XX/XX/XXXX.
Company Response:
State: IN
Zip: 472XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I currently have my home loan with NewRez. NewRez had contacted me saying I could reduce my monthly payments by refinancing with them. In XXXX, I contacted NewRez to explore a possible refinance of my loan, in order to capture a lower interest rate. I was connected with Mortgage Consultant XXXX XXXX on XX/XX/2022. Prior to formally submitting a loan application, I explained to XXXX multiple times that I had an unusual financial situation and did not want to initiate an application unless she and I were both confident I could qualify. I don't have W-2 income, and my tax returns and financial situation are easily misunderstood despite my strong creditworthiness and large asset holdings. For that reason, I told XXXX I did not want to provide tax returns, and she was confident returns would not be required. XXXX told me I could document my income by providing statements from my income sources ( e.g. investment partnerships ) instead of tax returns. In addition, XXXX explained NewRez 's " assets-as-income '' program that would allow me to compensate for any shortfall of documented income by demonstrating my asset holdings. Based on the program details XXXX provided, my assets were sufficient to qualify me for the loan even if I had *zero* income. With those assurances, I submitted a loan application and all the supporting documentation XXXX requested. When NewRez wanted to start the appraisal, I asked to hold off on doing that until we had received some preliminary assurances from underwriting. I knew my house would appraise for more than twice the loan amount ( which it did ). But XXXX said we needed to move ahead with the appraisal, at my expense, *before* hearing anything from underwriting. I submitted to NewRez statements documenting my income from two investments, for a total of more than {$10000.00} per month. I also submitted a bank statement showing enough assets to make up for any shortfall in underwritten income, satisfying the conditions of NewRez 's assets-as-income program. I was told the asset value would need to be ( at least ) enough to pay for 3 years of loan payments, and the account balance I documented with a statement is triple that amount. Despite meeting the requirements XXXX said were necessary, XXXX underwriting required me to submit two years of tax returns, became confused by the returns, and then refused to consider my loan qualification under the " assets-as-income '' program, as promised earlier. XXXX informed me on XX/XX/XXXX that NewRez declined my application " due to the income requirements ''. If I had known any of this would happen, I would not have applied for a loan with NewRez. The only reason I went ahead is due to the assurances I received from XXXX. I was misled, and I now want NewRez to reimburse me {$800.00} for the appraisal fee. I asked XXXX to connect me with her manager, and she gave me the email address of " XXXX XXXX ''. I sent XXXX XXXX on XX/XX/XXXX a polite email message explaining the situation and requesting that NewRez reimburse my for the {$800.00} appraisal fee. I emailed XXXX XXXX again on XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX never responded. After my third message to him, I received an automated error message from NewRez 's email server that " recipient address rejected ''. I informed XXXX and asked her multiple times for contact information for her new manager or for some other NewRez decision-maker. XXXX promised she would connect me to someone, but she never did, despite my repeated requests. After she again today ( XX/XX/XXXX ) refused to provide contact information, I decided to submit this complaint to CFPB. Additional note : after I made my application and received a rate lock from NewRez in XXXX, market interest rates began to rise quickly. NewRez may have elected to deny my application because the rate they locked for me was lower than the market rate rose to while they were evaluating my application. If this were the case, NewRez would face serious legal consequences.
Company Response:
State: WA
Zip: 98040
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing about Shellpoint Mortgage Services reporting my account to credit bureaus as delinquent during the conclusion of my Covid-related forbearance, while they were considering my loan for modification. My account should not have been reported delinquent. I followed every step correctly in the months leading up to the end of the forbearance period, asking repeatedly on calls and emails if I should end the forbearance early in order not to affect my credit. I was told to wait until the end of that period and that I would be given options on what to do at that time. It took about two months for Shellpoint to get me set up for the three-month period of reduced payments to see if I qualified for loan modification. Those three payment were made on time. Then it took another two months to receive the loan modification offer, which I was not satisfied with, so I ended up paying the full amount due and making my account current. The purpose of the Covid-related forbearance was supposed to be to allow people like myself, who lost most of their income during Covid, to have considerations that would NOT affect their credit. However, they reported my account delinquent even though I properly followed all the steps and was in constant communication to make sure that did not happen. Now I find myself wishing to sell my property and purchase another one, and I may have difficulty getting a mortgage due to the actions of Shellpoint. I have requested several times by phone and once in a faxed letter on XX/XX/2022, which they acknowledge receiving, that I want them to correct the information to show that my account was not delinquent during the time I was waiting for them to determine if I qualified for a modification, and then while I fulfilled the requirements for modification. Thank you for your assistance in getting this corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXr XXXX / XXXX XXXX Follow up the Shellpoint Mortgage Servicing LLC 's reply dated XX/XX/2022. Attached, please find the final paid-off wire statement from XXXX XXXXk {$120000.00} ( attached 1 ). Attached, please find the bank statement payment proof that the {$3000.00} fund was sent on XXXX XXXXXXXX XXXX ( attached 2 ) and posted to Shellpoint Mortgage Servicing LLC XXXX XXXX Account on XXXXXXXX XXXX XXXX. ( attached 3 ) - XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX {$120000.00} ( attached-1 ) XXXX XXXX XXXX {$3000.00} ( attached -2 & 3 ) Total deposited and wired {$130000.00} as at XX/XX/2022 ( exectly paidoff amount requested from ShellPoint dated on XX/XX/2022 ( attached -4 ) for the payoff date XX/XX/2022. According to Shellpoint Mortgage 's instruction/ payoff letter dated XX/XX/2022 ( attached -4 ), I have been settled and fully paid on XX/XX/2022 by XXXX payment before date of XX/XX/2022. Please apply these payments/funds to pay the loan in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX was my original mortgage During the pandemic I apply for a forbearance assistance and I have accepted when the assistance ended they offer me a trial payment which I accepted But at the time to do my first payment the sold the loan to a shellpoint mortgage and the new mortgage took over so I did the payment with the new mortgage company on time for 3 consecutive months so I was approved for a modification on my loan but they report me those 3 payment as late payment and every time I call to try to get this issue fix they said that because my original payment with the old mortgage was a different amount they reported like that And they dont honoring the trial period that I was approved
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34990
Submitted Via: Web
Date Sent: 2022-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-22
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Planning for retirement we acquired a rental property. From XXXX to XXXX we operated the property without any problems The property was serviced by XXXX. ( The biggest lender at the time ) In XXXX XXXX collapsed and was acquired by XXXX XXXX XXXX We lost our jobs and defaulted on the XXXX Loan. As soon as we regain employment, we filed a Loss Mitigation Application. We endlessly faxed updated financial documents to XXXX, but, NO MODIFICATION WAS PRODUCED BY XXXX. ( see attachments ) We were invited by XXXX to a new department called : " Loan Modification Made Easy " ( see attachment ) We endlessly supplied updated financial documents that Dept., but NO MODIFICATION WAS PRODUCED BY XXXX. ( see attachment ) Reading the attachments it becomes obvious, the Modification of this Loan was intentionally delayed by Lenders in order to take a bigger bite into the equity of the house. The Mortgage Debt Soared by 50 %. In XXXX " The Inflated Loan ", was transferred by its owners, to Shellpoint Mortgage Servicing. At this point the THE DEBT INFLATED BY XXXX was now ready to be modified by SHELLPOINT in a matter of weeks. This Fraudulent Manipulation, made this mortgage unmanageable. Today we are being threatened by Foreclosure and Deficiency Judgement. We are going to take Legal Action if this issue is not solved here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My previous complaint with Shellpoint resulted in the admission that Shellpoint Mortgage servicing " surpressed the XX/XX/XXXX credit report '' because of active correspondence with them. I have subsequently contacted Shellpoint through XXXX dispute resolution with copies of my correspondence with Shellpoint during the period of XXXXXXXX XXXX-XXXX XXXX ( i.e., I uploaded the statements of required payments, and my bank records of timely payment of the full amount that Shellpoint required of me to stay current- including XX/XX/XXXX and XX/XX/XXXX payments ). Shellpoint in their last response letter avoids this fact, but tellingly states in their letter that I was in a post-foreberance communications with their personnel from the time I was expired on that program, which was mainly with XXXX XXXX XXXX of Shellpoint, and others that XXXX XXXX referred me to. I was in constant contact with them during the time I mention above, all in good fait on my part, making all required payments on time and in full, in close correspondence with Shellpoint ( see attached ). They recorded these contacts for me in written notes too, and I have a record of those communication by phone and in the forms attached too. In their response letter they deceptively state they never received returned mail, as their sole excuse/misdirection of the real probelm, which is that we were in constant contact and i was making all required payments on time and in full ( again, see my evidence attached, which Shellpoint received after the last letter, where they were recording me with another erroneous late payment, but backed that one out. They continue to misdirect, and refuse to back out the erroneous late payment notes from XX/XX/XXXX and XX/XX/XXXX, trying to misdirect by referring to my lack of correspondence, which is prima facia false ( see attached ). Their own words in their investigation results letter makes my case that I was in contact with them from the time I ended my forbearance, and through today actually, on the various steps outlined in the letter that they wrote regarding the investigation. Specifically, they write most recently that : " Due to the active correspondence in our office in XX/XX/XXXX, Shellpoint suppressed the XX/XX/XXXX credit report. '' and in this statement they are recording that I *was* in contact with them. I made all the required/documented payments on time, which IS correspondence ( it's a payment! ), and so they need to apply the same " suppression '' to the XX/XX/XXXX and XX/XX/XXXX payments that they did for the XX/XX/XXXX payment, for the reasons they outline for doing that in their official response letter, after undoing their erroneous XX/XX/XXXX late payment ( i.e., we were in active communication/correspondence the whole time ) I also have the right to have a full transcript of the notes that XXXX XXXX XXXX and other Shellpoint, NewRez employees that she referred me to or I was in contact with by phone from the time period of XX/XX/XXXX to XX/XX/XXXX, and I am requesting that transcript at this time to further prove my case as stated above. XXXX XXXX confided in me when I initially found out about the XXXX point drop in, my credit rating due to XXXX ' erroneous reporting, that, " I'm very sorry, but we have had problems with our phones and communication '' among other comments about the deceptive nature of Shellpoints ' methods for dealing with customers. I have the right to receive the full written notes from XX/XX/XXXX to XX/XX/XXXX, which I always verified were being kept and those notes of my account will prove what amounts, now with their recent letter, to a fraudulent statements, and specifically they have omitted this exculpatory evidence ( their official records of my communications with them ) in their cited investigation, despite receiving evidence from me otherwise.
Company Response:
State: HI
Zip: 96817
Submitted Via: Web
Date Sent: 2022-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I know it's been a minute since I filed complaint # XXXX but the only resolution offered to me by NewRez was that they retaliated against me by dragging it out for another long period of time and then they sent me a contract that they had altered without telling me- they tried to sneak an ARM interest rate into the mix rather than honor the 2.7 percent rate that they offered me. They are truly scam artists using " the old bait and switch '' as a last attempt to cheat me. This was all just a scam to keep me from taking my mortgage elsewhere. Is that even legal? After I filed the complaint I got a email assuring me that some higher up at NewRez would reach out to me. Never happened. And that my loan would be given priority. Never happened. I guess there were way more people to cheat than they could keep up with and harassing me was getting boring for them. Either way, they clearly don't take complaints to your organization seriously or just as an opportunity to continue to XXXX around with people. Like I said, I complained, they retaliated and we all moved on. They had the additional nerve to send me a notice that since I didn't sign the contract it was my fault the re-fi didn't through. Never addressed the false claims of a 2.7 rate they offered me. Since I have learned that mortgages with this company ( and mortgages in general ) are just a big scam, I will not bother them anymore and just walk away when I am ready to do so. They are truly the worst of the worst and I am happy to tell everyone and post that information whenever it comes up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2022-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A