Date Received: 2022-05-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: " Shellpoints '' reporting to " CRAs '' are riddled with copious errors. Despite " Borrower 's '' multiple requests from XX/XX/XXXX through XX/XX/XXXX for " Shellpoint '' to repair the copious errors on the mortgage loan providers reporting to " CRAs, the errors remain. Most noticeable was the disappearance of the six ( 6 ) year Foreclosure Started ( FS ) notation on Shellpoint reporting to " CRAs. '' The FS notation was included in Shellpoints monthly reporting to " CRAs '' from XX/XX/XXXX through XX/XX/XXXX. The FS notation is in reference to XX/XX/XXXX, foreclosure, one week after " Borrower '' contacted " Shellpoint '' on XX/XX/XXXX, requesting to speak to a supervisor about the questionable activity on Borrowers " Account ''. According to a XX/XX/XXXX conversation with " Shellpoint CSR, '' " Shellpoint '' allegedly rescinded foreclosure on XX/XX/XXXX. Provide Borrower XX/XX/XXXX, order to rescind foreclosure. Provide Borrower XX/XX/XXXX, intent to foreclose notification for Shellpoints lawyer. However, " Shellpoint '' did not remove the FS status from Shellpoints CRAs reporting until " Borrower '' filed a XX/XX/XXXX, CFPB complaint in regards to Shellpoints CRAs reporting, unrelated to FS notations. " Shellpoint '' caught the error in Shellpoints CRAs reporting by accident and removed the negative monthly reporting after six ( 6 ) years. If " Borrower '' had not sent a complaint requesting Shellpoints " CRAs '' reporting be repaired, the XX/XX/XXXX FS notation would still be on " Shellpoints '' monthly reporting to " CRAs. '' The subsequent noticeable discovery was the High Balance of {$170000.00} was not wholly removed from Shellpoints " CRAs '' reporting after " Borrower '' had sent QWRs establishing the {$170000.00} High Balance is not associated with " Borrower 's '' " Account ''. However, the {$170000.00} High Balance is reported throughout the Payment History of the Shellpoints " CRAs '' reporting. Borrowers " CRAs '' XXXX Credit Report shows XX/XX/XXXX and XX/XX/XXXX Account High Credit to be {$170000.00}. " Shellpoint '' s XX/XX/XXXX response to " Borrower 's '' " CFPB '' XX/XX/XXXX complaint states, " Shellpoint '' is obligated to furnish the " CRAs '' with accurate information. " Borrower '' claims " Shellpoint '' uses this line as an excuse to deny customer requests, but " Shellpoint '' does not practice the obligation of furnishing accurate information in reports to " CRAs. '' " Borrower 's '' XX/XX/XXXX, " CRAs '' XXXX Credit Report shows XX/XX/XXXX payment 30 Days Past Due ; August 2016 120 Days Past Due ; October 2016 120 Days Past Due, while no payments were made to " Account '' from " Borrower '' in XXXX. Shellpoints CRAs reporting is inaccurate. " XXXX XX/XX/XXXX response to " Borrower 's '' " CFPB '' XX/XX/XXXX complaint states, " Shellpoint '' is obligated to furnish the " CRAs '' s with accurate information. The information in " Shellpoints '' reporting to " CRAs '' continues to be inaccurate after multiple requests by " Borrower '' to update Shellpoints " CRAs '' reporting with correct information. " Shellpoint '' responded on XX/XX/XXXX, to " Borrowers '' XX/XX/XXXX, " CFPB '' complaint, stating, Although an error was made on loan, the responses did not provide corroboration a credit correction would be made as there was not an impact to the credit reporting. " Borrower '' holds to the argument ; one may surmise " Shellpoint '' XX/XX/XXXX forgiveness and reversal of ALL past due fees and payments between XX/XX/XXXX and XX/XX/XXXX goes hand-in-hand with the removal of negative past due to payment statements on Shellpoints " CRAs '' reporting for XX/XX/XXXX through XXXX. Remove ALL negative Shellpoint monthly reporting to Borrowers CRAs reporting for XX/XX/XXXX through XX/XX/XXXX, immediately. Provide goodwill gesture removal of ALL negative Shellpoint monthly reporting to Borrowers CRAs from XXXX through XXXX, immediately. On XX/XX/XXXX, " Borrower '' sent a CFPB complaint to " Shellpoint '' communicating, XX/XX/XXXX credit reports for " Borrower 's '' " Account '' show XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments as being unavailable. However, a XX/XX/XXXX credit report showed XX/XX/XXXX payment as being on time. XX/XX/XXXX payment was made on XX/XX/XXXX. XX/XX/XXXX payment was made on XX/XX/XXXX. XX/XX/XXXX payment was made on XX/XX/XXXX. " Shellpoint '' responded to Borrowers XX/XX/XXXX, CFPB complaint on XX/XX/XXXX, through CFPB 's online portal. " Borrower '' did not receive a written response through the mail. However, CFPB 's '' website was down for repairs or maintenance when " Borrower '' went to read the response. " Borrower '' called " Shellpoint CSR on XX/XX/XXXX, to verify the payment dates " Shellpoint '' had for the first four ( 4 ) monthly payments for XXXX when " Borrower '' was verbally accosted and refused service by " Shellpoint CSR. Provide Borrower audio recordings of conversations on XX/XX/XXXX, with two ( 2 ) Shellpoint CSRs and Shellpoint Supervisor. Provide Borrower with written transcripts of conversations on XX/XX/XXXX, with two ( 2 ) Shellpoint CSRs and Shellpoint Supervisor. Provide Borrower complaints filed on XX/XX/XXXX, by Shellpoint CSR and Shellpoint Supervisor. " Borrower '' retrieved " Shellpoint 's '' response to XX/XX/XXXX, CFPB complaint on XX/XX/XXXX, when the CFPB online portal was operational. " Shellpoint '' admitted that another error has occurred in Shellpoints " CRAs '' reporting, Our records indicate " Shellpoint '' responded to three Automated Credit Dispute Verification disputes and provided the date of " Account '' information as of XX/XX/XXXX, which resulted in the payment history profile not being populated with the " CRAs '' beyond XX/XX/XXXX. We can confirm the XX/XX/XXXX credit reporting file was submitted to the " CRAs '' during the month of XX/XX/XXXX and your payment history profile will re-populate the XX/XX/XXXX through XX/XX/XXXX installments as current. The experiences " Borrower '' has had since working with " Shellpoint '' to correct errors in Shellpoints " CRAs '' reporting have been just as stressful and angst-ridden as was the process of obtaining a prompt and correct answer from " Shellpoint '' about the XX/XX/XXXX questionable " Account '' activity. On XX/XX/XXXX, " Borrower '' asked, " Shellpoint SPC '' if copies of Account communication logs and notes could be obtained if " Borrower '' put the request in writing. " Shellpoint XXXX '' informed " Borrower '' that the only way to obtain the call records and notations was in a courtroom. To make sure " Shellpoint XXXX '' understood what " Borrower '' was asking. " Borrower, '' asked, " Shellpoint XXXX '' to clarify what " Shellpoint XXXX '' had stated. " Shellpoint XXXX '' repeated " Shellpoint XXXX '' statement, informing " Borrower '' that " Borrower '' would have to go to the courtroom to obtain the communication records and notes for " Account. '' " Borrower '' questioned " Shellpoint Manager over the phone on XX/XX/XXXX, about the truth behind the " Shellpoint Manager statement. When pressed for a response, " Shellpoint Manager stated " Shellpoint Manager believed the statement may be false but could not be sure until " Shellpoint Manager researched it further. " Shellpoint Manager never provided results of " Shellpoint Managers research into Borrowers question. Provide Borrower audio recordings of conversations on XX/XX/XXXX, with Shellpoint CSR and Shellpoint Manager. Provide Borrower with written transcripts of conversations on XX/XX/XXXX, with Shellpoint CSR and Shellpoint Manager. Provide Borrowers complaint filed on XX/XX/XXXX, by Shellpoint Manager. Provide results of Shellpoint Managers report into the legality of Shellpoint CSRs answer to Borrowers question.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing transferred from XXXX XXXXXXXX XXXX to Shellpoint Mortgage on XX/XX/2022. The loan was current at the time of transfer with the most recent payment being a full XXXX payment made on XX/XX/2022 to XXXX XXXX ( prior servicer ). The prior servicer, XXXX XXXX, confirms that the loan was current at the time of transfer. Immediately upon being transferred on XX/XX/2022, the new servicer Shellpoint Mortgage, claims that I did not make my XX/XX/2022 payment and that it was now due to them along with the XX/XX/2022 payment. Although this claim was incorrect, Shellpoint advised me to make both XXXX and XXXX to them and that this problem would be resolved within 60 days. Today is ~ day XXXX and nothing has been fixed. Shellpoint Mortgage has received several proof of payment documents from me which they have acknowledged both in email and on the phone. I have spent over XXXX hours in the last 80 days trying to get this issue corrected and each time, Shellpoint has no updates that this matter is being addressed and continually asks me to provide the same proof of XXXX payment documents that they've already received many times. The prior servicer, XXXX XXXX, has provided both me and the new servicer, Shellpoint Mortgage with a full accounting of my XXXX payment along with a letter that I was current. Shellpoint has continuously dropped the ball on this, failing to make progress, failing to keep in communication with me, and failing to provide any documentation to support their false claims. Me, the prior servicer, and my personal bank are all in full documented agreement that it is Shellpoint that is in error and yet Shellpoint is not interested in addressing this issue in a timely manner.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91711
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the letter dated XX/XX/XXXX ( not from my single point of contact ), Shellpoint states, Note that interest, payments, credits, and other allowable charges may cause the loans balance to vary daily ; therefore, you should contact Shellpoint at ( XXXX ) XXXX to determine the exact balance. 1 ) Shellpoint agreed with the Texas Dept. of Savings and Mortgage Lending that all communications would be via email. 2 ) Shellpoint is asking me to sign a document of no oral agreements. 3 ) I am supposed to have a dedicated representative. The phone number that I call should not change daily and/or with each correspondence. Shellpoint asserting that it has answered similar questions is a deceptive trade practice to include buzz words for CFPB and XXXX XXXX to close complaints. Shellpoint stated on XX/XX/XXXX, Pursuant to the contractual agreement Shellpoint may collect from the customer any reasonable attorney fees and other actual out of pocket expenses incurred in the enforcement of the contractual agreement. However, upon receipt and acceptance of a completed modification Shellpoint will waive the current Late Charges of {$250.00}. This Late Charge balance is not included in the capitalization. Shellpoint spouts words leaving it for the reader to infer a contractual agreement that fits with they are saying. No out-of-pocket fees were incurred for the enforcement of the contractual agreement. In the letter dated, XX/XX/XXXX ( not my single point of contact ), it said that the {$14000.00} was comprised of Delinquent interest {$6200.00} Escrow Advances XXXX Legal Fees and Cost {$670.00} Moreover, pursuant to the note Shellpoint must follow all laws. I was affected by Covid and was not more than 120 days late as of XXXX of XXXX. Under CFPB-XXXXRegulation X, the {$670.00} should be deleted from the written amount to be capitalized. It is not valid because no attorney action was taken to collect past due amounts. And it is not allowable. Additionally, Shellpoint states, As of the date of this correspondence, the loan is contractually past due for the XX/XX/XXXX, through XX/XX/XXXX, installments. Shellpoint refused to accept payments in XXXX of XXXX. The loan was in a Covid forbearance. Plus, the loan currently in a trial modification until the modification is finalized. I still want the modification but the capitalization amount needs to be changed in writing because no oral representation by calling ( XXXX ) XXXX is valid pursuant to Shellpoints own documentation. The property description is still inaccurate. The contradictory escrow language was not addressed. I am presenting two months of bank statements and two months of paycheck stubs because this modification has not been finalized and I dont want this to become another issue since it has been over 90 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been speaking to a XXXX XXXX in the lost mitigation department at Shellpoint. I was denied a forbearance in XXXX and was told that there were not any other options for this loan. I was never told of programs that could possibly help me. I called XXXX XXXX to tell her at the beginning of XX/XX/XXXX that I was going to be applying for the mortgage assistance. She told me that there was a foreclosure about to happen but it was on hold because of title issues. She told me that I needed to do a reinstatement for the mortgage assistant application and that she would be sending out the letter for me to use this. When I received the reinstatement letter in the mail, it had a date of when I had to settle the amount past due on the loan or they were going to foreclose on the property on XX/XX/XXXX. My application for the assistance was received and I called XXXX XXXX to let her know, she told me that they no longer had the loan. She stated that the loan was foreclosed on XX/XX/XXXX and given back to the bank. The contact from the mortgage assistant is ready to approve my application but Shellpointe never sent me a foreclosure notice only a reinstatement letter. The application will not go through without this notice of foreclosure. This whole process seems wrong to me, the reinstatement was done because of the mortgage assistance application. Though its on a timer? This was way out of my control at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX accounts, has violated my rights. 15 USC 1681 section 602states i have the rights to privacy. 15 USC 1681 section 604 A section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : a creditor may not treat a payment on a credit card account under an open end consumer credit plan as a late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have numerous charges on my account that I did not agree to, nor was I notified about. Because of these fees my statements and my online account appear to be in arrears. This is not the first time that Shellpoint mortgage has done this to me. The last time they fooled me into believing that I had missed several payments and that I was {$10000.00} behind, this scenario forced me into another modification. The new modification was smack in the middle of this pandemic. They added in $ XXXX of intangible fees that were previously removed from the last modification and they gave me a balloon interest rate. My payment went up almost {$800.00}. How does a modification make something affordable when the payment goes up and the principal balance goes up? They are forcing us into foreclosure and there is nothing we can do about it. To be taken advantage of in the middle of a pandemic is simply disgusting. Here are a list of the fees, I have written to them regarding these items and have never received a response. The fees are labeled one way on-line and a different way on the statements. I have no idea what most of the fees are even about. Transaction Date Transaction Amount Due Date Description XX/XX/XXXX ( {$23.00} ) XX/XX/XXXX Loss Draft Disbursement XX/XX/XXXX {$60.00} XX/XX/XXXX ( POC Objection fee ) XX/XX/XXXX ( {$60.00} ) XX/XX/XXXX other fee/legal fee XX/XX/XXXX ( {$1200.00} ) XX/XX/XXXX recording cost disbursement XX/XX/XXXX {$60.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$60.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$20.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX ( {$20.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$75.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$0.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$490.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$150.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$19.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$350.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$200.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$500.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$450.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$60.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$2100.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$700.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$450.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$150.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$3.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$450.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$150.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$660.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$600.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$95.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$0.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$60.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$16.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$470.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$840.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$7.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$350.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$23.00} XX/XX/XXXX Interest on Loss Draft XX/XX/XXXX {$4.00} XX/XX/XXXX Int on Escrow XXXX XX/XX/XXXX ( {$82.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX {$40.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX ( {$40.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$7600.00} ) XX/XX/XXXX Loss Draft Disbursement XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$3800.00} ) XX/XX/XXXX Loss Draft Disbursement XX/XX/XXXX {$11000.00} XX/XX/XXXX Loss Draft Payment XX/XX/XXXX ( {$500.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX {$15.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$250.00} ) XX/XX/XXXX Legal Fee Payment XX/XX/XXXX ( {$2500.00} ) XX/XX/XXXX Unapplied Payment XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX {$250.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$1000.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$93.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$650.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$1500.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$250.00} XX/XX/XXXX Legal Fee Payment XX/XX/XXXX {$100.00} XX/XX/XXXX Appraisal Cost disbursement XX/XX/XXXX ( {$100.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX {$45.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$30.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX {$170.00} XX/XX/XXXX Other Fee Payment XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$170.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$250.00} ) XX/XX/XXXX Legal Fees Disb XX/XX/XXXX ( {$850.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$170.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$1900.00} ) XX/XX/XXXX Tax Bill XXXX Disbursement XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb XX/XX/XXXX ( {$110.00} ) XX/XX/XXXX Late Charge Assess XX/XX/XXXX ( {$15.00} ) XX/XX/XXXX Other Fees Disb
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : Error Resolution Notice under 12 C.F.R. 1024.35 I am writing to request the correction of the errors described below regarding the mortgage on my property, Real Estate Tax Payment Errors : Under the Tax/Insurance Statements section on NewRez.com, both property tax installment amounts should be listed and paid on their respective due dates in the amounts of {$2800.00} each. Your company has the 2nd installment amount, payable on XX/XX/XXXX, incorrectly listed as {$2700.00}. o Resolution : Please correct that amount to {$2800.00} in your records so that it will be paid correctly and displayed correctly on your website. Credit Reporting Errors : Your company unlawfully failed to consistently report my mortgage loan accounting information to XXXX, XXXX, and XXXX since your company acquired servicing of the loan in XX/XX/XXXX. Please let me know if you would like past copies of my credit reports showing your companys inconsistencies. As a result, your company caused my credit score to fall, which depicted an inaccurate and lower credit score due to your companys inconsistent reporting. Your company did not respond to my email communication that was generated on your website when I wrote to report the inconsistencies. Your company supplied a phone number that always resulted in a busy signal when I called it to report the inconsistencies. I filed a complaint on XX/XX/XXXX, with the CFPB regarding the inconsistent credit reporting ( among several other issues ) because I could NOT contact your company any other way to discuss said issues. As a result of my CFPB complaint, on XX/XX/XXXX, in an attempt to hide your companys unlawful inconsistent monthly credit reporting errors, your company maliciously damaged my credit score further by abruptly removing the mortgage loan tradeline in its entirety, without any notification, from all credit reporting agencies, two years and five months after your company began reporting the same loan to the same agencies, citing a Chapter XXXX Bankruptcy that had been filed XXXX years ago. This caused my credit score to drop XXXX points unexpectedly. As your company stated in your XX/XX/XXXX, CFPB response letter, the mortgage lien survived the discharge, and Shellpoint will continue to service the loan according to the original agreement. o Resolution : To prevent litigation, please immediately submit an interim report to repair the damage your company vindictively caused and add the credit line to restore my credit score. In addition, please consistently report the mortgage loan monthly, as required by law, to the credit reporting agencies to prevent further damage and/or litigation. o I have solely owned and maintained this home for twenty-six years. I am current on the mortgage loan and have over {$150000.00} equity built up in the home, according to the refinancing documents your company continues to send me monthly. I am a XXXX divorced teacher who solely raised my children in this home. Supporting Documentation : It is my right to request documentation supporting your determination that an error did not occur. Please provide ALL supporting documentation proving that your company has not caused errors in the servicing of my loan, specifically monthly credit reporting from XX/XX/XXXX XX/XX/XXXX. In your companys CFPB response letter, dated XX/XX/XXXX, your company admitted to at least XXXX error : " Newrez receive a billpay payment of {$1100.00} on XX/XX/XXXX, which was placed in the unapplied account. On XX/XX/XXXX, Newrez removed the unapplied account balance of {$1100.00} and reapplied the payment to the XX/XX/XXXX, installment. Newrez XXXX had determined that the funds were placed in the unapplied account due to an error on XX/XX/XXXX, but the error was corrected when the payment was posted to the XX/XX/XXXX installment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Every eight months or so Shellpoint/Newrez demands that I prove that I habe insurance coverage. I have done this at least four ( 4! ) times within the last three years. This is totally unnecessary, harassing and oppressive. I can not help but suspect that this is a discriminatory practice at this point.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90815
Submitted Via: Web
Date Sent: 2022-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Im having an issue with shell point mortgage they added escrow to my account despite me being 100 % totally XXXX veteran making me XXXX exempt from the taxes on my home. I have talked to the company and they have agreed to to fix my credit report from showing 2 missed payments which is killing my personal credit. XXXX did an investigation into my mortgage payments being flagged as 2 missed payments delinquent and didn't change anything despite the information being incorrect on my credit report. I have never missed a payment on my loan and asked them to fix the situation. I already spoke with the mortgage company about this now I'm looking for a quick resolution.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2022-05-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I took Covid 19 Forbearance program because of the uncertainty and problems that the world was in. I have been trying to get out of the Covid Forbearance since XX/XX/2021. There have been a lot of hoops and limitations on information I have been able to receive. Even though XXXX XXXX very thoroughly spells out the process and information I should be provided in the lending guidelines. I eventually got talked into going through the Covid Flex Loan Modification process. They sent a few quotes but they were not straight forward on the information that should have been provided according to XXXX XXXX. Eventually to get my answers I was told I would have to complete the trial payments before I could speak with someone on the details of the XXXX XXXX Covid flex modification. I did complete those payments and received the packet for that modification. The problem is that the number 's did not seem correct. They did not clarify those numbers and they should have been based on the guidelines. Those 3 payments were made in XXXX, XXXX, and XXXX. I received the modification documents in mid XXXX saying to have them signed by the XXXX. On XX/XX/XXXX I reached out to my Shellpoint point of contact to get these numbers explained. I was told I would have to talk to a specific supervisor. But reaching them has been next to impossible. That issue seemed to be that these supervisors would call using an automated computer system and my cell provider flagged them as suspected spam because they would not leave a voicemail. Even when specifically put in the call back request to leave a message and send me an email. Even when I did talk to a supervisor they needed a different department 's supervisor to explain details about the actual numbers. Which has been impossible to reach. My point of contact was able to talk to them an email some of those details. But those numbers physically did not add up correct which was the problem I started with. Besides that I have different starting numbers calculated. And through this whole time they have reporting to the credit agency as if I had not made any payments since XXXX. Which is clearly untrue since they have acknowledged the trial payments but does not appear to have processed them correctly. Now having them report the loan is in modification is one thing but now reporting 3 months in a row that I have essentially not paid anything since covid forbearance started is a very different report. I have talked to a supervisor about this issue and they did say they would get this sorted out in a few days. That was a month ago. Because of all the delays I was worried that I should make a payment. My point of contact advised that I make another trial period payment. Which we did on XXXX XXXX. No updates, no supervisors calling, nothing. Now I am getting mail saying that I am in default.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A