Date Received: 2022-02-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am XXXX XXXX XXXX and I have sent XXXX AND XXXX a request letter to remove NEW RES-SHELLPOINT MTG with the account number XXXX from being furnished on my credit report. This account is outrageous and inaccurate. 30 days have passed since I sent and I was not able to receive any changes nor respond from the Bureaus and even the Furnisher. Under FCRA, report results to the consumer, must be within 30 days and failure to do so should be considered a deletion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
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: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing/Newrez took over my loan from Ditech In Early XXXX. I requested in writing under their instructions on XX/XX/XXXX. XXXX to take over the Escrow portion of my mortgage. I was told it would take 30 days to review my request and get me back a decision if they were going to allow me to take it over myself. At the end of XXXX I called Shellpoint asking about the decision and I was given the run around. I started sending in XXXX the Principal and Interest {$530.00}. {$190.00} Principal {$330.00} Interest. On every billing statement I placed those amounts in the boxes listed Principal and Interest. I also placed the amounts on the Money Order in the same fashion as to how to apply the payments. To date I have received nothing pertaining to this Escrow issue on my account. Again in XX/XX/XXXX I resent the hand written request to take over and be responsible for the Property Taxes and Home owners Insurance. I live five minutes away from my court house and insurance company. Paying them myself I would know they have been paid. I never received anything from Shellpoint stating they paid the insurance and taxes. That time I sent it Registered Mail and I sent it to the billing department. I received the signed receipt that they got the mail on XX/XX/XXXX. I was Again told 30 days to review, and here it is now 65 days, and all I get is junk mail from them having nothing to do with my Escrow issue, and I even went to the court house and paid my property taxes myself, and the Tax lady wrote on the receipt that I was going to be responsible for paying my own taxes, as the Shellpoint Representative told me to do and Shellpoint Mortgage would no longer be responsible for making the annual payment as the Representative from Shellpoint billing department told me to do, then fax both tax paid and paid insurance receipt back to him by the end of the business day, he would be waiting, then they would let me know something in 30 days. I went from the county court house to the XXXX XXXX agent and explained the dilemma I was trying to resolve. So she called Shellpoint, she spoke to the Representative and she was told Shellpoint pays the insurance a year in advance, and I couldnt make a payment until XX/XX/XXXX. XXXX. So it was made known I was trying to pay my insurance to Shellpoint as I was told by the other guy. However I have still heard nothing about this issue. I do continue to get billing statements showing payment dispersement not in accordance to returned payment statements and Money Order Memo Instructions. They have been placing partial payments into a unapplied area, and the rest into Escrow. I have been receiving mail from Shellpoint stating I am three months behind on my mortgage. I have all my receipts showing I am up to date on my mortgage. I have called numerous times trying to get Shellpoint to correct the issue. All they do is tell me to pay the money {$2000.00} plus, or they are going to start foreclosure process that I have till XX/XX/XXXX. They arent even subtracting the money I have sent in for the past 5 months. They dont read and they refuse to correct my account. My credit score is effected and that wont change unless Shellpoint gets my account corrected. I contacted HUD and they told me I needed to fill out a complaint against Shellpoint/Newrez Mortgage Servicing XXXXTx . I was contacted by a Shellpoint Representative on XX/XX/XXXX. I went threw the whole spill about the Escrow Issue, and I wasnt late on any payments. She got to looking into everything and saw everything I said was true. She got her manager and they both looked at the issue, and said the Escrow was the issue and they said it was on the home insurance side. She said that the insurance company needs to fill out a form that they were sending me. I am to take it to my insurance company and have them fill it out and fax back to them and once Shellpoint receives it they are supposed to enter the insurance information and that should correct the Escrow issue and allows me to handle it myself and removes Shellpoint from paying it. As of today I am still waiting for the form threw USMail. The Shellpoint Representative also found two different Escrow Shortage payments that I had sent in that was just sitting unapplied to the Escrow. She said that the unapplied amount and extra escrow would be equal to the payment Shellpoint says are delinquent. ( Which The Representative said on her screen showed only one missing payment not three ), The Representative said she made notation and corrected the issue and filed a couple complaints about the treatment that I have received these past two years while they have had my mortgage. I dont get my 1098 Interest Tax Statements either!! They refuse to send me mine so I can file my income taxes. I request it and all I get is a print copy of the portion of the Tax statement that I am supposed to keep. I never get the portion I am supposed to be sending with my tax returns!! For five months I never received a billing statement when they first took over the mortgage. But I sent in a payment every month. I constantly requested paper billing cause I dont have internet, and I need paper records for my self. I was told by the HUD councilor that if Shellpoint didnt get my account straight in 7day to call them back and they would reach out to Shellpoint on my behalf. Its the HUD Councilor who told me to file this complaint. I have all copies of everything that I have sent in correspondence, letters, check receipts, dates and times I spoke to reps. l have called and when they called me. I have everything they have sent me as well. The last mail I got was threatening to start foreclosure after XX/XX/XXXX, but I asked the Shellpoint Representative was I going to be getting more foreclosure threats. She said for me to disregard anything dealing with foreclosure. I am hoping that they get a good chewing out. The treatment and disrespect, the un professional attitude and harassment, the scare tactics, they need their license taken away!! I sure thank you for all the help. FYI I have an email address but I am not able to access it. So thats why I need paper correspondence and phone calls.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My credit report has been negatively affected by inaccurate reporting by Shellpoint. My loan was transferred from XXXX XXXX XXXX to Shellpoint Mortgage in XX/XX/XXXX. I was in a forbearance plan with XXXX XXXX XXXX and that forbearance plan transferred to Shellpoint. Under the forbearance plan I was not supposed to be reported as delinquent to any credit agencies. I was in constant communication with my new reps at Shellpoint, XXXX then XXXX and their Manager XXXX XXXX. My loan payments were then deferred. I made my first mortgage payment as required on XX/XX/XXXX. While in forbearance and while my loan was deferred I should not have been reported to the credit agencies as delinquent. I emailed my rep XXXX on XXXX and the manager XXXX on XXXX about the credit reporting problem. XXXX emailed back and said to email loss servicing at Shellpoint, which I did with no response. XXXX did not respond. I then called customer service on XXXX and was told to send a copy of my credit report by fax, which I did. I also saw that my customer portal for Shellpoint says : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Our systems indicate the you are currently on a forbearance plan or have been on a forbearance plan in the past. While on the forbearance plan, you are not required to make your monthly mortgage payments, you will not be assessed any late charges, and negative credit reporting has been suspended on your loan. This means you will not be marked " late '' for any suspended payments. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This statement on my portal totally contradicts what they have reported. I have been report as 120 days late to the credit agencies ( see attached ) This is my second formal complaint about this company after having an account with them for only 4 months. They are either incompetent or fradulent. I have asked them to fix my status with all of the credit reporting agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez LLC dba Shellpoint Mortgage Servicing " services '' a portfolio loan of nine properties I am the managing member of. To date, there are unpaid property tax bills as well as property tax bills that were paid late. In addition, the interest fees incurred, due to their failure to pay the bills on time, were charged to my portfolio loan escrow account. It is incredibly time consuming to have to double check all tax and insurance payments Shellpoint is responsible for making on my behalf. I had this exact thing happen last year with them. They are clearly not equipped to handle loan servicing for portfolio loans. I have attached a copy of the unpaid tax bills and the bills that were paid late. I did email them on XX/XX/2022 regarding this matter but I have received no evidence the unpaid taxes have been paid nor a credit being made to my escrow account. The impetus should not be on me to make sure Newrez/Shellpoint does the job they are being paid for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I secured a XXXX XXXX backed loan in XX/XX/2021 to purchase XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, TX through XXXX XXXX. The loan was quickly purchased by NewRez ( loan # XXXX ). On XXXX, NewRez mistakenly sent an insurance payment from my escrow to someone else 's insurance account due to what they called a data entry error. I have gone through XXXX escalation processes since then to get the money back, and they have still not put it back into my account. The most recent escalation, a " Refund Return Process '' started jointly over the phone by NewRez Customer Support and Insurance departments on XXXX was supposed to have the money back after XXXX business days, which would have been XXXX. The money is still not back as of XXXX. I called back on XXXX, and the agent says they will not be able to put the money back into the account until the money is returned from the account they sent it to by mistake. This seems counterintuitive, as a party that unexpectedly receives money has no incentive to promptly return it. Instead, it is NewRez 's responsibility to return the money out of their own accounts since the money was misappropriated as a result of their data entry error. I need help to get NewRez to return the money that they misappropriated.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: DUE TO THE COVID19 I WAS ON A FOREBEARANCE THAT WAS SET TO EXPIRE ON XX/XX/XXXX. I CONTACTED IN EARLY XXXX MY MORTGAGE PROVIDER NEW REZ AND SPOKE WITH AN AGENT WHICH ADVISED OF MY NEXT STEPS WHICH INCLUDED A PARTIAL LOAN AND A LOAN MODIFICATION. I WAS ADVISED BY THE AGENT I DID NOT HAVE TO MAKEE A PAYMWNT UNTIL XX/XX/XXXX. I COMPLETED ALL DOCUMENTS THAT WAS SENT TO ME ON TIME AND I MADE THE PAYMENT AS I WAS ADVISED ON XX/XX/XXXX. THE COMPANY REPORTED AS BEING LATE FOR THE XX/XX/XXXX AND XX/XX/XXXX. I HAVE REACHED OUT TO THE COMPANY SEVERAL TIMES AND WAS TOLD WAS NOTHING THEY COULD DO ABOUT IT AND ADVISED ME TO DISPUTE WITH THE CREDIT BUREAUS. I HAVE EXLAINED THAT I WAS ADVISED BY THE AGENT AND IF THEY COULD LISTEN TO THE CALL BECAUSE THEY SAY THE CALLS ARE RECORED. I WANT THE LATE REPORTING REMOVED BECAUSE BASED ON WHAT I WAS TOLD BY THEIR AGENT I DID WHAT I WAS TOLD AND THEY TOLD ME MY MORTGAGE WOULD REAMIN IN GOOD STANDING. I FEEL LIKE IT WAS A BAIT AND SWITCH BECAUSE THE AGENT INFORMED ME SEVERAL TIMES NOTHIG WOULD HAPPENED AND THE LOAN WOULD REMAIN IN GOOD STANDING AS LONG AS I RETUNED THE DOCUMENTS WHICH I DID ON TIME. PLEASE HELP
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60651
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
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: I was very sick with XXXX as of XX/XX/XXXX, and was admitted to the hospital. I paid XX/XX/XXXX mortgage on XX/XX/XXXX. I sent a copy of my XXXX test result and a doctors note to Shellpoint. I also sent them screenshots of financial statements to prove that I had the funds available but was too sick at the hospital to make the payment. However, Shellpoint Mortgage totally disregards the documents and focuses solely on the late XX/XX/XXXX payment. According to the Consumer Finance Protection Bureau website, lenders and creditors can not report a customer who is impacted by XXXX to the credit bureau XXXX My credit score was impacted by over XXXX points as a result of the late reporting to the credit bureau. I have owned this property since XX/XX/XXXX, and my payments have NEVER been past due. I reached out to Shellpoint Mortgage via phone and in writing and they refused to fix the late reporting to the credit bureau. I am asking for assistance from this agency to resolve this matter because it is unjust.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I did apply for a Morgage forbearance do to a delicate Health condition of my wife than they do explain to me over the phone that the amount own will be place at the end of the morgage adding another 6 month. They never told me that I have to pay it at the end of the 6 month in full. For my surprise they do call me at the mid XXXX XXXX telling me that if I do not pay immediately they will place my home in Foreclosure so I went ahead and make the full payment but they adding me a late payments for 6 consecutive month for more than 120 days destroying my credit report and I didnt give autorizacin to any company to share my personal information. In accordance with the FCRA THIS ACCOUNT HAS VIOLATED MY RIGHTS 15 U.S.C 1681 section 602 A State I have the right to privacy. 15 U.S.C 1681 A Section 2 : Also states a consumer reporting agency can not furnish a account without my written instructions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33054
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a notice that my chosen renewed hazard insurance was in default and was cancelled on XX/XX/XXXX. I have until XX/XX/XXXX to reinstate this policy. I have tried THREE times to contact Newrez about paying this bill which was sent to them well in advance ( I have a copy of the letter they sent to Newrez in the beginning of XXXX, which I obtained through my online insurance providers account. ) However, after attempts in contacting Newrez I keep getting " disconnected '' due to phone issues on their end. Near the end of XX/XX/XXXX, we received an escrow disbursement, which should NEVER have been paid to us, it should have been paid to cover my hazard insurance ( which at this time I had no idea my insurance was not paid and assumed Newrez handled my funds appropriately ). This is a huge misappropriation of our funds. Secondly, upon investigating further I noticed that Newrez said they " paid '' or " estimated '' my hazard insurance for a total of .XXXX XXXX on my account ( I have the screenshots of my account to prove this ). I feel like they are scheming me ( and possibly others ) into forced-placed insurance by mishandling my escrow and doctoring estimates to be able to justify force-placed insurance which, if true, needs to be handled immediately and forcefully by the appropriate authorities. ( Note : I am not in default on my mortgage either )
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Before I applied for refinancing, I specifically made it clear that under no circumstances would I accept a refinance that required an escrow account. I have been paying my property taxes, home owners insurance and flood insurance since 1979. The loan officer said to me no escrow is required and none would be in the future. I reiterated that only the principal and interest will be the monthly payment. Just about two years later, Newrez added an escrow to my statement. Newrez had not paid any taxes and/or insurances, I HAVE. Yet they added escrow. I called the customer service and the agent saw the escrow was added. I explained to him that I sent in the flood insurance " declaration '' page because they wanted proof of insurance. The agent investigated it and saw I pay all taxes and insurance, including FLOOD. He told me that the escrow would come off my statement. Weeks have gone by and during those weeks I have regularly sent documentation proving I am the payor. I receive form letters saying that they will investigate it, but the escrow payment remains. My perception why Newrez is doing this, say they hold 100,000 mortgages and each mortgage can average $ 250/month for escrow ... that gives them {>= $1,000,000} each month. Newrez takes advantage of the escrow accounts with other people 's money to make more to keep to themselves. Then they take those millions invest and profit by it without having to pay interest to an account holder. To bolster the balance of the aggregate escrow, they impose escrow on accounts that should not or do not have them by whatever means and by overinflating the escrow analysis. Newrez representatives are willing to tell you anything to get you to sign.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A