Date Received: 2022-03-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Put in application for loan modification! Uploaded documents including contribution letter. Don't get a phone call from the person handling it. Just get a letter requesting up date contact info and options for modification. I went from XXXX XXXX taking 5 months with modification to selling the loan to this place. I have every document sent to loss mitigation and my representative!! I even sent to the loss mitigation representative to her email and XXXX plus faxed to XXXX. I don't know what they want!! Their website sucks!! Can't upload to portal without error messages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Requested Loan modification XX/XX/XXXX from XXXX XXXX XXXXXXXX XXXX takes application, asks questions, does not issue Loan modification after 8 months of back n forth information trade, XXXX Transfer Servicing to Shell point Mortgage. XX/XX/XXXX - Transfer Loan to Shell Point Mortgage XXXX XX/XX/XXXX - Loan Mod is executed terms agreed to include past payments, back interest, and Taxes / Insurance. XX/XX/XXXX - first payment made by home owners XX/XX/XXXX till XXXX - All payments made on time XX/XX/XXXX - Shell point does an escrow review and finds an {$10000.00} deficiency, increase monthly payment by {$900.00} on top of agreed upon modification amount, demands payment start XX/XX/XXXX. XX/XX/XXXX - Homeowners challenge Shellpoint to show proof of loan mod terms and why is there any deficiency, since mod would include any back payments amounts, interest and taxes. NO solid information provided to substantiate Shell point claims other then standard run around and threating us with legal actions from XXXXhell Point. We believe XXXXhell Point has Violated the Real Estate Settlement Procedures Act ( RESPA ) and we seek assistance in dealing with this predatory lender / servicer
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has changed hands multiple times and is currently serviced by NewRez. I have always had my mortgage payments on auto-pay and no issues with payments being on time. My XXXX score on XX/XX/XXXX, was XXXX. I started making inquiries in XXXX, XXXX, regarding refinancing my mortgage loan. I had reached out to XXXX and started the refinancing process. In XXXX, XXXX, without my knowledge or consent, NewRez took my account off auto-pay and put me on a forbearance program. I was made aware of this in XX/XX/XXXX, when they sent me a letter regarding their approval of my forbearance program. I called them immediately, and let them know I had not requested a forbearance program, to put my account back on auto-pay. I paid them both XX/XX/XXXX and XX/XX/XXXX 's payments. I was assured that I would not be penalized, nor would it impact my credit rating. On XX/XX/XXXX, I received an alert that my credit score had been impacted and had dropped XXXX points from a XXXX to a XXXX. I reviewed the reason behind my score decrease to discover that NewRez, despite their assurances that it was their mistake, and my credit rating would not be impacted, had reported my XX/XX/XXXX payment as 30 days overdue almost 1 year later. I have tried to resolve this with NewRez and have yet to receive a response from a live person who can resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20903
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: From XX/XX/XXXX to XX/XX/XXXX, Shellpoint Mortgage Servicing fraudulently charged me for lenders Placed insurance. I always was insured and provided all documentation when prompted. They failed to receive and properly note my account. I talked with agents to no avail. Then they continued to charge me without any notice they were surreptitiously deducting funds from my escrow account, In addition, This company has poor communication ability, their message app fails to work every time a message is sent I never get it. They have setup their system to fail the customer, and reaching them is very difficult. Shellpoint has structured their company to avoid helping me, its customer and hide how they are illegally stealing my money from my escrow accounts,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: During a loan modification after a forbearance period ( both covered under CARES act ) the mortgage company reported late payments to the credit agencies. When I disputed the report and stated that the modification period was covered under the cares act, the company denied my dispute. All details follow : Date : XXXX XX/XX/XXXX. -- >Initial request previously sent : XXXX XX/XX/XXXX. -- ->Denial of request received by phone on XXXX XXXX. Company : Shellpoint Mortgage Servicing ; XXXX XXXX XXXX ; XXXX, SC XXXX. Subject : Dispute of credit report information and request for credit correction, in compliance with the CARES Act. Account number XXXX. My account was incorrectly reported 30 and 60 days late for XXXX and XX/XX/XXXX ( see page 4 of attached credit report ). My CARES act COVID-19 related forbearance ended in XXXX. I had already applied for loan modification which was approved on XXXX XXXX ( attached ), which qualifies as a protected accommodation under the CARES act. -- Excerpts from attached Consumer Financial Protection Bureau ( CFPB ) CARES Act FAQ and Statement on enforcement --. The CARES Act addresses accommodations to consumers impacted by COVID-19. For purposes of the CARES Act amendments to the Fair Credit Reporting Act ( FCRA ), an accommodation includes agreements to modify a loan. Section 4021 of the CARES Act amends the FCRA to address how furnishers report accounts subject to an accommodation : if the credit obligation or account was current before the accommodation, during the accommodation the furnisher must continue to report the credit obligation or account as current. -- end excerpt --. Records of the trial payments ( from XXXX onward ) were previously submitted and are again included here. I now have completed the loan modification, as of XXXX XXXX. Documentation is attached. I initially requested this to be fixed on XXXX XXXX ( record attached ), and was told that it would be fixed once my modification is complete ( it is complete now ). I made a second official request by email and by the mortgage company 's online form on XXXX XX/XX/XXXX ( record attached ). Attachment 1 Credit report, reference page 4. Attachment 2 Loan modification request approved/initiated, XXXX XXXX. Attachment 3 Records of the trial payments ( from XXXX onward ). Attachment 4 Loan modification complete, XXXX XXXX. Attachment 5 Initial request for credit report to be fixed, XXXX XXXX. Attachment XXXX Second request for credit report to be fixed, XXXX XXXX. Attachment 7 Consumer Financial Protection Bureau ( CFPB ) CARES Act FAQ. Attachment 8 Consumer Financial Protection Bureau ( CFPB ) Statement on enforcement.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21015
Submitted Via: Web
Date Sent: 2022-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez states that the law mandates the escrow of flood insurance. I don't understand that claim. If I pay the flood insurance and Newrez never gets an invoice, what gives them the right to my money hold it and use it to invest and make profit on MY money and keep it for themselves. I researched the law that was cited in the letter. I found an exemption that I believe I qualify for and sent it to Newrez. I have not heard back from Newrez. Nothing has changed in my payment. I believe Newrez is ignoring the exception I found in the law in order to hold my funds. The BiggertWaters Flood Insurance Reform Act intention is to protect the lender 's investment by providing a vehicle to assure a property, used as collateral, is protected. When a borrower pays the FLOOD INSURANCE, Newrez does not receive an invoice, which would be like Newrez receiving an invoice for {$0.00}. An escrow for {$0.00} would be {$0.00}. However, Newrez appears to be abusing the intention of the law by picking and choosing excerpts of the act and OVER-ESTIMATING the next year 's flood insurance, thus manipulating the BiggertWaters Flood Insurance Reform Act in order to use the borrower 's money to invest and profit from it. Newrez can reap profits and keep it all to themselves. MY policy is a XXXX Direct policy that meets 339.5 2.iii.A. I am the exception. NEWrez should not be taking out escrow for my flood insurance. The following is " escrow requirement '' : 339.5 Escrow requirement. ( a ) In general - ( 1 ) Applicability. Except as provided in paragraphs ( a ) ( 2 ) or ( c ) of this section, an FDIC-supervised institution, or a servicer acting on its behalf, shall require the escrow of all premiums and fees for any flood insurance required under 339.3 ( a ) for any designated loan secured by residential improved real estate or a mobile home that is made, increased, extended, or renewed on or after XX/XX/2016, payable with the same frequency as payments on the designated loan are required to be made for the duration of the loan. ( 2 ) Exceptions. Paragraph ( a ) ( 1 ) of this section does not apply if : ( i ) The loan is an extension of credit primarily for business, commercial, or agricultural purposes ; ( ii ) The loan is in a subordinate position to a senior lien secured by the same residential improved real estate or mobile home for which the borrower has obtained flood insurance coverage that meets the requirements of 339.3 ( a ) ; ( iii ) Flood insurance coverage for the residential improved real estate or mobile home is provided by a policy that : ( A ) Meets the requirements of 339.3 ( a ) ; ( B ) Is provided by a condominium association, cooperative, homeowners association, or other applicable group ; and ( C ) The premium for which is paid by the condominium association, cooperative, homeowners association, or other applicable group as a common expense ; ( iv ) The loan is a home equity line of credit ;
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My account was under a Covid-19 forbearance plan with XXXX ; in the end, XXXX XXXX transferred my account to ShellPoint. Shellpoint refused to help me will a loan modification. Three months later, after I got someone on the phone who would listen and follow up with me, I am now on a loan modification. This company reported to the credit bureau I am 120 late. This is not true, and they would not help me. It is so unfair what they did to my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38135
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: The lending company on my mortgage was assumed by a new company and name. My mortgage payment was on automatic bill payment and went to what apparently was an old account number from before the lender changed. I spent months with the company trying to track down multiple payments. Once we finally found the payments and they applied them to my account, they still reported a late payment. The company mailed me a physical letter stating it was their mistake. I submitted this to the credit bureau, they investigated it, and it still show a late payment even though they have documentation from the lender.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I was told by the XXXX XXXX XXXX that my mortgage escrow incorrectly paid both my neighbors and my parcels tax payments. On that day I called Shellpoint mortgage which was my mortgage lender and held my escrow at the time asking them to fix the issue. I confirmed at that time in my Shellpoint escrow online account that they incorrectly paid {$3400.00} for my neighbors taxes. I have followed up via email and phone over 20x in the last 3 months and no one from Shellpoint has yet to contact the XXXX XXXX XXXX to get the incorrect payment refunded. On XX/XX/XXXX I got confirmation from the XXXX XXXX XXXX that no one from Shellpoint has reached out to request a refund. My mortgage has since been switched to a new lender, and I keep following up with Shellpoint with no communication back from them.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After a forbearance period in XX/XX/XXXX, I contacted my point of contact, XXXX XXXX, on XX/XX/XXXX at Shellpoint/ Newrez and let her know that I still hadnt found employment. I was told on a recorded line that I would be put on a traditional forbearance that would allow me 3 more months to find unemployment and we would touch base after the 3 months to see if there were other options available if I still hadnt found employment. In XXXX I received a late payment for XXXX. I tried contacting XXXX to find out why I was receiving a late payment if I was on forbearance. To this day, XX/XX/XXXX, I still havent heard back from XXXX. I was informed XXXX that she moved to a different department 2 days after our conversation on XXXX. However, I ended up with a new point of contact, XXXX XXXX, who emailed me that I would qualify for those months to be moved to the end of my loan on XXXX and that I could resume payments on XX/XX/XXXX, and on XXXX, I was informed by his manager that if I wait until XXXX to resume those payments, that I would be in pre-foreclosure. I have been misinformed for months, until this has taking a toll on my health. First, being late due to a foreclosure that I was told that I was under that never took place, to now being on a foreclosure because, again, I was misinformed with a clear detailed email that I would not have to resume payments until XX/XX/XXXX. All that i am receiving is apologies, but my home is at risk of being foreclosed. I am in desperate need of help.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MO
Zip: 64015
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A