Date Received: 2022-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied and was in the process of short selling my home all documents and necessary items were sent and received by the loan servicing company XXXX XXXX XXXX XXXX the last item needed was the appraisal which was order by XXXX XXXX, I was contacted by their appraisal company and the appointment was set for them to come and conduct the the appraisal of my of home which was two weeks ago from the date of this complaint i was contacted shell point via email on XX/XX/XXXX XXXX asking if the appraisal had been completed on the property a reply was sent back on XX/XX/2022 that appraisal had already came out over 10 day ago, but on Thursday XX/XX/2022 i came home only to find a sale notice on my door, while in the middle of my short sale Loss mitigation process waiting on XXXX XXXX appraiser to finish and complete the appraisal, XXXX XXXX flat out lied and said the trustee filed the sale notice but after speaking to peak foreclosure services i was told that XXXX XXXX told them to file the notice even though they knew we were waiting on the appraisal to be completed. when all XXXX XXXX had to do was pick up the phone and call their appraiser but no they rather just foreclose on my home
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2022-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez/Shellpoint continues to collect PMI insurance on a mortgage that has clearly crossed the 70 % threshold ( as an investment property ) required for it to be removed. Based on the documents attached, you can see that the math they are using to support their findings is fraudulent. THEIR appraisal of the property is {$330000.00}. The balance is {$230000.00}. Mathematically, that is a 69 % LTV. The most recent call of XX/XX/XXXX @ approximately XXXXXXXX XXXX ( which the recording should be reviewed ) was immediately after receiving a denial letter ( attached ) quoting a 70.11 % LTV, which was the actual ratio from XX/XX/XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 10562
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC dba Shellpoint Mortgage Servicing services my home mortgage. They fraudulently have added lender-placed insurance on my account for months, charged me for it, and refused to remove or refund it. My own personal insurance information has been provided on emails dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Shellpoint is deliberately unresponsive and unclear about why lender-placed insurance was placed on the account in the first place. Shellpoint is not operating in good faith to resolve this issue and continues to fraudulently charge me for lender-placed insurance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 93117
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XX/XX/XXXX I called my mortgage company Shellpoint for options because I was not being able to paying the mortgage. I was giving the option to extend my forbearance. I was told that my credit report would not be reported late and I did not have to pay until XXXX. Early XX/XX/XXXX I received a phone call that my mortgage was not paid. I told the representative I was on a forbearance plan. The representative told me she did not have any records of my forbearance. On XX/XX/XXXX I called my point of contact XXXX XXXX I left message he called me back XX/XX/XXXX and he informed she did not put it in the forbearance correctly he will put it in for me. I will not be responsible for XXXX, XXXX, and XXXX mortgage for sure and no negative reporting will be done. To be sure I called XXXX XXXX back on XX/XX/XXXX however he was on vacation I got routed to another representative XXXX informed me that XXXX nor the representative in XXXX has the right to say I am approved for the forbearance it has to be submitted for approval. XXXX also informed me that I was denied and needed to make arrangements. I was in tears and could barley talk. I had to call back XXXX. I tried calling he was on vacation. So right before XXXX XXXX I called back to XXXX XXXX he did not answer I spoke to Another rep she placed me on a loan modification. My concern was my credit report. I was told by Shellpoint that I wasnt going to have to pay XXXX, XXXX, and XXXX by being approved for a forbearance which will not report me late. It was until the XXXX I was told it wasnt true.She stated lets put the modification and after that file for a dispute. So on XX/XX/XXXX I called back to file a dispute XXXX still not answering my calls I was told I could only file online. So I submitted an online request and got a letter in the mail stating per cfpb and the fcra they are required to report accurate information. It is an abuse of power for a company to tell me I dont have to pay a mortgage and than report it late on my credit. The representative I spoke to in XXXX and XXXX both are representative of Shellpoint. I have now gotten a job at XXXX starting XXXX XXXX I have been now denied a job. I am requesting they do the right thing. I would have applied for a loan modification back in XXXX instead of waiting for them to mess up my credit. I requesting my credit be updated asap
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: New -Res Shellpoint Mtg failed to respond to my certified letter sent on XX/XX/2022 to the updated return address. This has also happened in the past. They continue to report inaccurate payment history.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80130
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been trying to reach out to my mortgage company for almost 2 months to get the incorrect 30 day late removed from my credit report. I was never informed of the change in my mortgage payments prior to the first new payment in XX/XX/2021 and paid them within 30 days of finding out!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a Mortgage with Shellpoint Mortgage Servicing, owned by XXXX XXXX XXXX and fell behind due to XXXX causing a Loss of Income, my acct was in Forbearance then Denied Deferral, unwillingly I accepted a unreasonable Repayment Plan instead of accepting a Higher Interest Rate and a Longer Term offered by Mtg Co to Make more Money off me and maybe think they can get my House if XXXX fail to make the Payments in the Future in Lieu of Foreclosure after 10 Plus Years, I was helped by a Family Member and Ended the Repayment plan after 5 Payments on XX/XX/21 and brought Acct Current as of said date, as of today Shellpoint has Reported to the Credit Bureaus that my Last Payment was on XX/XX/21, continuing to Report my Now Invalid and not in Effect Higher Repayment Mtg Payment Amount of {$1300.00} instead of {$810.00}, also the {$3800.00} Payment I made on XX/XX/21 is Reporting as an Increase in my Mtg Balance instead of a Decrease even though on their Website the Info is Accurately Displayed and Current. This action has caused my Credit Score to Drop XXXX Points making it Extremely Difficult for me to Refinance My Mtg and Cut Ties with this Co, as it seems they are making it very difficult for me to leave, I think the Mtg Co is trying to get back at me and Sabotage my Credit Reporting for their Predatory Behavior I outlined in my earlier Complaint Filing # XXXX Submitted on XX/XX/21. I would sincerely appreciate if someone could take a look at this Co Unethical Business Practices towards their Customers, the Consumer. I am even thinking of reporting this matter to the XXXX XXXX XXXX and XXXX XXXX XXXX. This action taken by the Mtg Co and XXXX XXXX has affected me both Psychologically and Financially Extremely. Thanking you in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced a multi-dwelling property loan and after closing the transaction I noticed the property address was missing part of the address. I have been calling the mortgage company over 3 years requesting the address to be corrected or updated with no avail. I even submitted lots of legal documents such as property tax bill showing the full property address and they refused to update it saying I need a 911 form GIS no one in this mortgage NewRez servicing loan company can show me what kind of form that is to provide it. XXXX XXXX Sheriff Dept does not know what form it is, XXXX XXXX County assessors office does not know either. I am EXTREMELY exhausted dont know how to legally resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I just spoke with a representative from Shellpoint Mortgage loss mitigation today on XX/XX/22 at XXXX EST. I was on a COVID forbearance plan, and I am able to resume payments. I was told that this would not be acceptable, as I used the maximum forbearance time, and I would need to pay 4 months at once. My understanding is that this is not what the law said. If I had been told 4 months ago this would be the case, I would have found a way to make the payments work. This seems predatory.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/22 I sent NewRez, XXXX XXXX XXXX, XXXX, TX XXXX, my mortgage payment plus {$50.00} of additional principal using my federal credit union 's online billpay service. On XX/XX/22 the XXXX indicated the check had cleared my account. On XX/XX/22, NewRez charged me {$47.00} for late fees, using the additional principal I had included with my billpay check. I contacted NewRez on XX/XX/22, discussing this matter with XXXX XXXX, a customer service rep, with XXXX XXXX, a Supervisor, and with XXXX XXXX, an Escalation Specialist. After one-hour of waiting on hold, XXXX reversed the late fee which I had been charged. NewRez not only did not credit my account as paid on XX/XX/22 when the check cleared, they charged me additional principal between XX/XX/22 and XX/XX/22 when the counted the check received. In addition, they unjustly compensated themselves for a late payment instead of attributing my payment to reduce the principal. I believe that NewRez needs an audit as I am not likely the ONLY VICTIM and they are likely charging many people late fees that are not justified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A