Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan # XXXX with Shellpoint Mortgage has ended the Covid-19 Forbearance and I'm currently in a Trial Payment program necessary for the Loan Modification. I made the 1st trial payment, however the company still reported me to credit agencies as Delinquent. They are saying that since my trial pmts are not schedule to completed until XXXX, I will likely be reported as 90-days late. And this is when I have never missed a single pmt on any of my loans in the past 20yrs before Covid! Anyway, I made the combined payment today for the remainder of the trial pmts which according to their rep will accelerate the loan modification so hopefully this will work, but my credit rating has been damaged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for loss mitigation short sale to avoid a foreclosure on my home everything has been submitted and completed for the short sale but the lender has not postponed the sale date, even with all the documents and numerous phones to stop the foreclosure sale which a direct violation of the homeowners bill of rights civil code section XXXX and civil code section XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: See attached documentation regarding tender of payment to company. Company has ignored tender, therefore accepting said tender and discharge has now occurred, yet company has yet to zero out the account. XXXX. TENDER OF PAYMENT. ( a ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument, the effect of tender is governed by principles of law applicable to tender of payment under a simple contract. ( b ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates. ( c ) If tender of payment of an amount due on an instrument is made to a person entitled to enforce the instrument, the obligation of the obligor to pay interest after the due date on the amount tendered is discharged. If presentment is required with respect to an instrument and the obligor is able and ready to pay on the due date at every place of payment stated in the instrument, the obligor is deemed to have made tender of payment on the due date to the person entitled to enforce the instrument
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I did a forbearance with Shellpoint Mortgage Company and was completely mislead. Per Shellpoint, I could do a forbearance and this would not harm my credit in any way. I explained ; I would not be able to pay the amount at the end of the forbearance, they said not a problem. I could put amount that was owned on the end of my loan and do a modification, I said that works. Well, I did the modification but did not know my credit would be affected. I have been trying to get the negatives taken off my credit report and Shellpoint refuses, they stated letters were sent to me. I explained that my XXXX XXXX XXXX mom XXXX had a XXXX XXXX in XXXX, then another one in XXXX, so I never read any letters, I trusted what they were saying to me : GOD WHAT A MISTAKE. You can understand the stress that I was under and financial problem due to COVID-19. The worst part is I sold my house, and Shellpoint knew I was selling the house. I now can not get a mortgage company to give me a loan. I am XXXX and have worked my whole life for good credit. My credit has gone from in the XXXX hundreds down to the XXXX hundreds. I will be homeless. I am a register XXXX XXXX XXXXXXXX. I am sick over this. I don't know where to turn for guidance, please help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01604
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid off loan XX/XX/2021. New Rez/ shellpoint is now reporting that the account is paid but that the account is 120 days late. I have never been 120 days late. Shellpoint was contacted XXXX and they said it will take up to 90 days to correct. I need this fixed ASAP as Im trying to arrange financing for a property I have in contract now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86326
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage has been reporting my mortgage as past due for MONTHS. This is not correct. I signed up for bi-monthly auto payments with them. They've been taking out the bi-monthly payments for months with no issues. When I finally reviewed my latest bill I noticed there was a late fee on it so I contacted them to find out why. They advised me that even though I was set up for bi-monthly payments I was a month behind? WHY would a mortgage company set someone up on auto pay without telling them they were behind and would remain so? So my credit score is suffering because of THEIR negligence!! .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32757
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A tax payment was taken out of escrow in XX/XX/ 2022 when it was not supposed to as this payment came from the title company after closing. The city continues to report they never received the payment. No one at New Rez can tell us if this payment was received and/or cashed. We have made multiple requests to New Rez to resolve the issue and no further information can be given to us other than they are working on it. We have contacted the city on multiple occasions and they report no payment was received and no one from New Rez has contacted them about trying to resolve the issue. It is impossible to speak to anyone in the tax department at New Rez and customer service is unable to give us any information regarding what steps are being taken to resolve the issue. We are getting concerned and really need the money back in our escrow. Any help would be appreciated.
Company Response:
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to get an explanation as to why in XXXX of 2021 a {$590.00} escrow payment was made out of my account. Who was this payment made to? I have always paid my own homeowner insurance and taxes. Along with this payment came a charge of {$49.00} for escrow. I have also sent proof of Insurance to Newrez no less than 3 times to show absolutely no gaps in my coverage. I have called your service department, talked with escrow and insurance departments but have gotten no results to my request to have this process stopped and reimburse my money. I have attached the 2 statements showing when this occurred. Your attention to this matter is appreciated and I expect a response. I emailed back in XXXX to Newrez which I received no response other than they received the email and would be getting back to me. Well as of today I am still waiting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ) my mortgage was in a Covid forbearance from XX/XX/XXXX to XX/XX/XXXX, with XXXX XXXX, a.k.a. XXXX 2 ) in early XX/XX/XXXX, XXXX XXXX started the process for me to modify my loan so that I could resume my monthly payments XXXX ) in XXXX, I received a letter stating that my loan was transferred to a new servicer, Shellpoint Mortgage Servicing 4 ) in XX/XX/XXXX, I was contacted by my Shellpoint Mortgage Servicing " loan specialist '', who informed me that the only options available to me were to : pay the entire past due balance up front, or apply for a loan modification. I was told that resuming my monthly mortgage payment was not an option. I stated that my only realistic option was to apply for a loan modification. Once that information was relayed, I was told that Shellpoint Mortgage Servicing would have to send an assessor to my home for an interior and exterior assessment. I have never heard of that before, for a loan modification, but maybe it is common. 5 ) I submitted my loan modification application in XX/XX/XXXX, only to receive a letter of denial from Shellpoint Mortgage Servicing that I did not meet the debt-to-income guidelines. I was given the option to submit a letter of appeal, along with supporting financial documentation to verify my ability to resume making my mortgage payments, by XX/XX/XXXX, and told that the documents had to be mailed directly to the XXXX XXXX for Shellpoint Mortgage Servicing 6 ) my letter of appeal along with all supporting financial documents was mailed, XXXX XXXX, to the XXXX XXXX I was given, however, I received a letter dated XX/XX/XXXX stating that my application for an appeal was denied due to non-receipt of the documents. I contacted the post office that received the package ( XXXX pages ), and they verified receipt of the package on XX/XX/XXXX. Turned out that no one from Shellpoint Mortgage Servicing had gone to check the mailbox. My " loan specialist '' told me to quickly email ALL of the documents to her, because time was going by. 7 ) I had to pay money to compress the files to transmit successfully. From XX/XX/XXXX, I've received numerous emails from the " loan specialist '' requesting the same documents over and over and over again ( bank statements, paystubs, form 4506-T, etc ). This has gone on for 4+ months now. It is obvious, that from the very first package I sent back in XXXX, my information has never, ever been reviewed or processed efficiently. I am legally married, but separated. However, I receive the same amount of money from my spouse each month, in spousal support, that I've provided months of records for, yet, I keep being told that his income verification must be provided. He does not work a regular job, does not file his taxes, and his name is not on the mortgage, or anything else tied to my house. When I informed my " loan specialist '' of this information via email, she responded by saying that I would need to submit a signed letter of explanation from my husband statung why he does not file his taxes. I provided that letter,, along with another signed letter from my husband stating that he is committed to paying the designated amount of money each month, towards the household expenses. 8 ) in XX/XX/XXXX, I obtained legal representation from an attorney with Georgia XXXX XXXX, and provided 3rd party authorization to Shellpoint Mortgage Servicing. My attorney informed me from the very beginning that if I have bank records of money consistently received from my spouse, who is not an occupant in the home and whose name is not on the mortgage, that it is not reasonable to demand income verification from him XXXX ) Shellpoint Mortgage Servicing gave a list of the SAME documents needed from me, to process a new application for modification. From XX/XX/XXXX to today, XX/XX/XXXX, Shellpoint Mortgage Servicing continues asking for the same documents over and over and over again. As of two weeks ago, my attorney received another email from the " loan specialist " that Shellpoint Mortgage Servicing would need to schedule another interior and exterior assessment of my home. Why is this necessary, when the most recent assessment was completed less than 6 months ago? Additionally, whilst I am being reviewed for a loan modification and being represented by an attorney, Shellpoint Mortgage Servicing sent me a letter from their attorney 's office at the beginning of XX/XX/XXXX stating that foreclosure has been filed and a sale date has been set for XX/XX/XXXX. Why would foreclosure be filed while I am in an active review for a loan modification? 10 ) Today, XX/XX/XXXX however, this same " loan specialist '' requested XXXX and XXXX tax returns from my husband, along with a new 4506-T that both he and I sign, and recent bank statements/pay stubs from me - after I already stated that he does not and has not filed his taxes ( in years ), and that I have no knowledge of the source of his income. Additionally, I have already provided months and months of bank statements, profit and loss statements and paystubs. How many more months will the same documents keep being requested am? Also, I am now being asked for bank records of where my paychecks are directly deposited, when I've already provided copies of my paystubs themselves. It is obvious that Shellpoint Mortgage Servicing is being operated by unprofessional, untrained individuals who are seeking only to discourage homeowners who are experiencing hardship, and continue demanding the same documents repeatedly because they are not processing documents received in a timely, organized manner. I deserve the chance to prove my ability to make my mortgage payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30008
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Had a Mortgage with XXXX XXXX XXXX XXXX XXXX and made my mortgage payment on XX/XX/2022. XXXX XXXX had transferred the loan to Shellpoint Mortgage however when doing it XXXX XXXX did not notify Shellpoint Mortgage regarding the XX/XX/2022 that I had made and therefore now Shellpoint mortgage is trying to collect from me the XXXX mortgage payment. Also, not all the accumulated escrow funds were transferred from XXXX XXXX to Shellpoint mortgage
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 79932
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A