Date Received: 2022-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am awaiting a response regarding my mortgage interest payment reported to IRS for tax year XXXX and additional information regarding interest from Shellpoint Mortgage Servicing, A Division of NewRez, LLC on behalf of note owner XXXX XXXX XXXX XXXX as of today, XX/XX/XXXX. I received two written letters dated XX/XX/XXXX, See Exhibit # XXXX and XX/XX/XXXX, See Exhibit # XXXX, from Shellpoint Mortgage Servicing, A Division of NewRez LLC of XXXX SC, on behalf of note owner XXXX XXXX XXXX XXXX. These two letters contradict a different set of two letters dated XX/XX/XXXX and XX/XX/XXXX from Shellpoint Mortgage Service, A Division of NewRez LLC of XXXX, MI on behalf of XXXX XXXX XXXX XXXX, the noteholder, with both letters stating, " we are working to gather the requested information and will forward it to you as soon as possible. '' Therefore, this is XXXX and I am demanding the answers to the following questions in regard to Loan # XXXX for property XXXX XXXX XXXX, XXXX MD XXXX : 1. What is the date that Shellpoint Mortgage Servicing sent the original IRS Form 1098 for XXXX to IRS? 2. What is the date that Shellpoint Mortgage Servicing sent the corrected IRS Form 1098 for XXXX to IRS? 3. What is the date that Shellpoint Mortgage Servicing sent the original IRS Form 1099-INT for XXXX to IRS? 4. Where is the Escrow Analysis for the period XX/XX/XXXX to XX/XX/XXXX with all consecutive months showing? 5. Where are the copies of the IRS Form 4506, IRS Form 4506-T that Shellpoint Mortgage Servicing has on record for me with NewRez, LLC as the third-party requestor? XXXX. Where are the copies of the IRS Form 4506, IRS Form 4506-T that Shellpoint Mortgage Servicing has on record for me with Shellpoint Mortgage Servicing as the third-party requestor? 7. What is the name of the contact person at Shellpoint Mortgage Servicing and NewRez, LLC for the IRS Form 2624-Consent for Third Party Contact that I am preparing to submit to the IRS? XXXX. What is the name of the contact person at XXXX XXXX XXXX XXXX, the note owner of my mortgage loan for the IRS Form 2624-Consent for Third Party Contact that I am preparing to submit to the IRS? XXXX. Where are the copies of any documents with Shellpoint Mortgage Servicing and NewRez, LLC that I signed giving them the authorization or written consent to release my NPI ( Non-Public Information ), as defined by GLBA, Gramm Lilley Beach Act, to third parties?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21037
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX or XXXX of 2021 we made one of our initial contacts with Shellpoint Mortgage. Here we were contemplating being able to opt out of the forbearance option that we had initiated with XXXX XXXX. When attempting to figure out the reason behind an increase in our payments, Shellpoints agents advised us that the they did not show payments that matched what our statements did, and that the statements they were sending us were incorrect. In addition, there was a discrepancy about a XXXX credit on our escrow. When asked what the payments were in case we decided to make them, the agents could not tell us. Without the information we decided to proceed the forbearance ; at the same time Shellpoint was telling us encouraging us not to make payments, and telling us it would not effect or credit. Later last year we decided to go on a payment plan for three months so we could then modify our loan. Shellpoint gave us a trial payment plan for XXXX, XXXX and XXXX We found during that time that Shellpoint has been reporting our delinquency to credit, began the foreclosure process even though they have denied or avoided the question on several occasions and that the XXXX escrow credit is now a deficiency which now has to be integrated back into our loan. Generally I would take my business elsewhere, but the impact of my credit prohibits that and other options.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75218
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried for over 6 months to bring my account up to date. I had to file a previous complaint to correct my principal balance from a previous modification. On XX/XX/2022 I received a letter stating my modification was denied. I feel the denial is in error because both my wife and I XXXX XXXX XXXX XXXX income which was not grossed up by 25 %. I'm also unsure at what interest rate my request for a modification is being reviewed for. I also had a change in circumstance, my son will contribute {$1500.00} towards household expenses including the mortgage payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made XXXX payments to Shellpoint Mortgage. The first payment was made in the beginning of XXXX of {$400.00}. The second payment was made on XX/XX/XXXX through bill pay from my bank. The payment amount for the XXXX payment was {$630.00}. I was charged a late payment. The representative XXXX explained to me, the company does have a biweekly. The biweekly payments are only on certain days. Which is unacceptable!! The representative had to correct my payment, but the couldn't change the late payment. The payment was made within the grace period.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC d/b/a Shellpoint Mortgage Servicing is refusing to update my account accurately, and illegally attempting to collect {$38000.00} that was dismissed with XXXX in court. They took me to court in XXXX, and the document stated that as of XX/XX/XXXX, I was in default of {$38000.00}, they stated I had to pay that amount within XXXX days or my automatic stay would terminate. This order was denied with prejudice ; which means they can not continue to pursue this amount from me in any form. Instead of complying with the court order NewRez is claiming that the judgment was not for the Affidavit of Default they filed. They have provided me with any other documentation to validate that claim at all and refuse to. If they won that case they would have foreclosed my home and put me out if I didn't pay that amount. So I'm confused as to why they seem to think it's OK to continue to pursue money a judge stated I did not owe and denied. They are also adding additional charges to my account every month, withholding payments made on my account into unapplied funds for months at a time. I have been trying to get them to adjust my account for well over a year and they continue to refer me to their lawyer, and the lawyer in turn refers me back to them. So I have been getting the run around since my last complaint in which they admitted that my automatic stay was still in place ( this was part of the Affidavit of Default they claim was not denied ). In XXXX ShellPoint Representative sent in response to CFPB File # : XXXX stating that the following balances were owed thru my Chapter XXXX bankruptcy Pre-petition - of {$3700.00} and Post-petition {$5100.00} ( total {$8800.00} ). I have made all of my bankruptcy payments on time since then but yet as of XX/XX/XXXX they are showing my bankruptcy total amount owed {$17000.00}. My XXXX balance continues to increase ( negatively ) as well my overall balance due. In XX/XX/XXXX it was showing {$39000.00} ( this was never fixed from the court case ), and today only 4 months later it has increased to {$56000.00} despite me paying every payment since Shellpoint has had my mortgage since XXXX. On top of that Shellpoint is no longer adding my statements to my online account since XX/XX/XXXX for some reason... I guess so I don't have a record of all the new charges they plan to increase my account to.???
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage, using NewRezz LLC as a servicer, allowed mandated Flood Insurance payment under a setup escrow account to lapse during hurricane Ida. Payment was due on XX/XX/XXXX and was applied on XX/XX/XXXX making it too late to be covered by flood insurance policy. Lender and servicer have both ignored many emails and phone calls to ammend this issue. A letter of error under RESPA was sent on XX/XX/XXXX. Lender and servicer have yet to provide information or a number to reach a department that handles these issues. Home was denied flood coverage due to this error. Escrow account is being mishandled by servicer and put negative without a balancing estimate and correction. We have attempted all avenues of resolution and are getting nowhere with this horrible situation no homeowner in a disaster zone should ever go through. We are looking for justice.
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: 70068
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SHELLPOINT MORTGAGE - XXXX This account was NEVER late. A modification agreement was executed and finalized in XX/XX/2021. Agreement paperwork was provided from Shellpoint mortgage which is attached. My payments were made " As Agreed ''. The late payments reported in 2021 need to be removed as per our final agreement. This is preventing me from getting the credit I deserve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I just had this issue opened. Shellpoint removed from XXXX credit report and now Today I was just alerted it was added to my XXXX report. This Mortgage needs removed immediately from all credit reports and not to be added again
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44130
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a document from the XXXX XXXX Auditor`s office showing a tax exemption for my property taxes. I still haven`t received the exemption allowed for my taxes.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid {$500.00} on my personal property taxes to the XXXX XXXX treasurers office, on XXXX. NewRez never reflected that this payment was made. Their third party company paid {$1900.00} on XXXX. The third party company said that they told New Rez this. We have called New Rez more than 8 times trying to get this corrected and they tell us that they will research and call us back and never give us a call back. I have faxed a copy of the check and statement from the Treasurers office and we still have not any results. We paid the {$500.00} and we need to get credit for it. The name of third party is XXXX XXXX and this is what they sent us. -- -- -- -- Original message -- -- -- -- From : XXXX XXXX Date : XX/XX/21 XXXX PM ( XXXX ) To : XXXX XXXX ' XXXX Subject XXXX XXXX : XXXX Property taxes Good afternoon, Thank you for inquiry, we have verified your request and we have notified the lender about the payment advised them to take the required action on the payment. parcel # XXXX XXXX customer product support
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A