Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez, LLC/Shellpoint Mortgage Services ; our mortgage servicing company, made a billing error on our mortgage account that has adversely affected our credit rating. Despite efforts to resolve this issue, NewRez/Shellpoint has not responded to a written request dated XX/XX/XXXX, to correct their billing error of {$180.00} and reported us delinquent to credit bureaus. My wife and I refinanced our VA loan with XXXX XXXX XXXX in XXXX of XXXX. The monthly loan payment was {$4500.00}, which included principle, interest, and escrow ( taxes and insurance ). In a letter dated XX/XX/XXXX, we were notified that NewRez LLC was going to service our mortgage account. As directed in that letter, effective XX/XX/XXXX, we made our loan payments to NewRez/Shellpoint in the amount of {$4500.00} via our banks bill pay service. We received a hard copy billing statement each month indicating {$4500.00} was the total amount due. For an unknown reason, the NewRez/Shellpoint XX/XX/XXXX, billing statement indicated the total amount due was {$4300.00}, not {$4500.00}, {$180.00} less than normal. A payment of {$4400.00} was sent on XX/XX/XXXX. Note, by rounding the amount up, we had unwittingly narrowed the NewRez/Shellpoint initiated/created deficit amount to {$160.00}. Upon returning from being out of town the last week of XXXX and the first week of XXXX, we finally learned of the XX/XX/XXXX, notification from NewRez/Shellpoint indicating thaXXXX our mortgage payment for XX/XX/XXXX was over 17 days past due. We were very concerned as we knew we had not only made the XXXX payment, but the XXXX scheduled payment amount of {$4500.00} as well. We called NewRez/Shellpoint on XX/XX/XXXX to discuss the late fee of {$140.00} and delinquent balance of {$160.00}. The agent waived the late fee charge and we immediately paid the balance via our banking institution as is reflected in the attachments. We thought the matter resolved, but we also received a legally required notice on XX/XX/XXXX, dated XX/XX/XXXX, indicating that we had recently missed our mortgage payment. We were given a point of contact to call, XXXX XXXX at XXXX, ext. XXXX. After several attempts to contact this induvial on XX/XX/XXXX and XXXX without success, we drafted and mailed an Error Resolution Notice under 12 C.F. R to NewRez/Shellpoint to address this situation. We have received no further contact from NewRez/Shellpoint other than the monthly billing statements. We have reviewed our credits reports and note adverse reporting that the XX/XX/XXXX billing was 30 days in arears. Attachments include copy of letter to NewRez/Shellpoint and mailing information with receipt confirmation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 155XX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Good Afternoon, You may understand my shock and confusion when I saw my FICO score drop from XXXX to XXXX in one day. I did some research with XXXX, and found that a serious delinquency was reported on my credit history. I did further research and discovered that Shellpoint Mortgage Servicing had placed the delinquency on my credit report due to a mortgage that was not being paid. I was then really confused because I have not been the owner of property in question for over a decade and the mortgage associated with the property was discharged through bankruptcy in XXXX. On XX/XX/XXXX, I took out a mortgage of {$190000.00} with XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX then assumed my mortgage. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, my wife and I were granted a Final Judgement For Divorce. I was left in financial ruin. I filed for XXXX XXXX bankruptcy on XX/XX/XXXX. At the time, the property at XXXX XXXX XXXX XXXX XXXX NJ was under water and had no financial value, i.e., the market value of the property was less than the value of the outstanding loans. During the course of the bankruptcy, I indicated that it was my intention to abandon the property at XXXX XXXX XXXX and did so. The XXXX XXXX bankruptcy was granted on XX/XX/XXXX. The mortgage on XXXX XXXX XXXX was included in the bankruptcy filing. New Jersey Federal Court XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Case No. : XXXX Filed : XX/XX/XXXX Granted : XX/XX/XXXX It is against the federal Fair Credit Reporting Act to report accounts discharged through bankruptcy to credit reporting bureaus and companies that do so are libel for penalties. After the bankruptcy in XXXX, I had not heard in regard to the mortgage on XXXX XXXX XXXX until a few weeks ago when Shellpoint placed a serious delinquency on my credit report. After my divorce I signed XXXX XXXX XXXX over to my Ex-wife under the conditions that she kept up to date with all the mortgage payments. Her contact information is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX ( XXXX ) XXXX This is the only information that I have for her. We have not kept in contact since the divorce. I have no idea how Shellpoint came to acquire this mortgage and I have to question what sort of due diligence the company performed in choosing to acquire it. A simple XXXX search would show that I am not the owner of XXXX XXXX XXXX and a review of my credit report would show that my credit history is very good with no outstanding mortgage or delinquencies present. The actions of Shellpoint have caused me and my family great financial harm as well as the lost sleep and stress. I hereby request that this delinquency be removed from my credit reports as soon as possible before any more harm is done and ensure that it is not repeated. I will attached documents that I hope assist you. I look forward to collaborating with you and resolving this matter soon.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As per my original complaint XXXX ( see attachment 1 ), I believe the bank and its representatives set a course to deprive and conspire, to obtain property by deception. I know the XXXX and XXXX have added documentation to this CFPB file, further proving my original points of concern, as well as new findings triggered by the bank and their associates ' replies to the complaint. To further add to the already held internal servicing notes ( regarding repair funds showing funds received and disbursed ), I was recently sent ( and currently hold ) 99 pages of internal Shellpoint emails discussing my complaint. Reading them not only shows their failure to maintain or hold records, but also proves that they simply do not have the missing loan history, insurance funds, and or escrow account interest statement. It also portrays that they have not followed, nor do they understand, the SII RESPA rights and violations. As you will see in the attached ( see attachments 2 and 3 ), they are now pointing fingers, threatening litigation at each other. Reading further into them, you will see their compliance officers, and even the President of Shellpoint ( XXXX XXXX ) is CCed. With them having this knowledge, ethically, this shows conspiring from the top. The simple fact is, all parties aware are complicit. I know now that this started with XXXX, and that directly after my father 's death, a chain of incompetence was triggered ( by not processing the SII ), which then became an ongoing coverup. I see the additional teams and people have fallen prey as well. What has been uncovered over the last few months further proves that all have taken part to deprive and conspire to obtain property by deception. Looking into the SEC files shows additional issues that are more damaging. It's a mushroom effect, however, the lies and coverups have no foundation. Their team is looking for items that simply are not there ( no vaccination for this problem ). It's a house of cards and it reaches the top. Unable to answer any of the points in the original complaint and or the new findings, Shellpoint is now refusing to discuss the file and has referred me to their counsel. I did reach out to discuss all points from the original complaint, as well as the new findings and concerns, with their counsel ( followed by email ). Unfortunately, they too are unable to answer all the points. As stated in my original complaint, in order to start to resolve this, at this point, the bank needs to withdraw from all frivolous or deceitful actions. In pursuit of that statement, coupled with the new findings, yesterday I emailed their counsel, demanding that they discontinue the foreclosure action forthwith immediately. They are ethically obligated to do so. I still have hopes that the harm done can be rectified and I will continue to pursue this with the hopes of a mutually agreed resolution. I want nothing more than for my family and property to be made whole again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My company mortgaged a portfolio of rental properties through a broker, XXXX XXXX XXXX XXXX ( XXXX ) who secured financing through XXXX ( cvlending.com ). XXXX was great to work with through the closing. XXXX sold the loan to XXXX XXXX XXXX XXXX who hired Shellpoint Mortgage Servicing to service the loan. Neither XXXX nor XXXX notified us that the mortgage had been sold. Shellpoint began servicing the loan, drafting the incorrect monthly payment amounts month after month. After extensive correspondence, we finally got the monthly amounts resolved. XXXX insisted taxes and insurance be escrowed, and we paid a significant amount into escrow at closing. I checked Shellpoint 's website when it came time for tax payment. They publish very clear instructions that borrowers DO NOT need to submit tax bills for payment because municipalities submit bills directly. In XX/XX/2021 I received the first delinquency notice from the local municipality. I immediately contacted Shellpoint. There has been so much correspondence, but Shellpoint will not respond directly to the borrower. Every time I make an inquiry by phone or through their website, they mail ( snail mail ) me a letter and advise that " they're looking into it. '' It's been over 2 months, and Shellpoint still didn't process tax payment. I later found out they also didn't pay insurance payments. When I called and spoke to customer service representative, I was advised that this loan is for only one property, XXXX XXXX XXXX XXXX, and Shellpoint submitted a tax payment for {$590.00}. This loan is over {>= $1,000,000} and we have over {$27000.00} in escrow, yet Shellpoint couldn't understand the disparity in the tax payment and loan amount. They insist that there are NO other properties on this loan. Again, this is a portfolio loan for 11 total properties. It begs the question whether security deeds were properly filed by the original and subsequent lender. Last week I paid the taxes and insurance directly because we can not risk a lien being placed or allowing insurance to lapse. I'm continuing to email Shellpoint, but they will not respond. One of their letters indicated that they were contracted by XXXX XXXX XXXX XXXX to service the loan. This was the first I've heard that XXXX holds the note. I called XXXX several times, but each time I'm told they don't do mortgages, only life insurance. I've requested that Shellpoint close the escrow accounts so I can manage taxes and insurance myself. Again, no response. At this point, they're holding over {$27000.00} of my money and refuse to respond to me. They only operate behind vague email addresses such as XXXX and XXXX. These emails are essentially a black hole for customer inquiries. I FINALLY got an individual 's name when I called, who I was told will follow my problem through to completion. This individual does not respond - XXXX XXXX ( XXXX ). To be clear, we mortgaged 13 total properties. XXXX properties are on separate mortgages, and Shellpoint paid taxes and insurance on these. 11 properties are on the portfolio loan for which Shellpoint never processed tax and insurance payments. I requested that Shellpoint close escrow accounts associated with all of my loans because I can not trust that they will fulfill payment obligations. Please direct me to someone who can help resolve this matter. Thank you, XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX XXXX XXXX XXXXXXXX " Myth : A forbearance plan will negatively impact my credit score. Fact : Your mortgage servicing company should report your loan as current to credit reporting companies if you were current on your monthly mortgage payments before receiving a forbearance or other payment accommodation related to COVID-19 as long as you have made any forbearance plan or other COVID-19-related accommodation payments ( or no payments ) as required by your plan. Make sure to monitor your credit reports to find and resolve any inaccurate information. Myth : If I enter a forbearance plan, I will be ineligible to refinance or get a new mortgage loan. Fact : You may be eligible for a refinance or a new mortgage loan if you are in forbearance but have continued to make timely payments. You may also be eligible for a refinance or a new mortgage loan if you were previously in forbearance but have resolved any missed payments through a reinstatement or have made three timely payments either in accordance with a repayment plan or following a payment deferral, or completed the trial period plan payments in connection with a modification. Contact your mortgage lender to discuss your options as other eligibility requirements may apply. '' The XXXX XXXX website lists 2 myths a ) that mortgage forbearance will hurt one 's credit score and b ) I will be ineligible to refinance or get a new mortgage loan. After being in the hospital with covid during the pandemic and facing hardships, I carefully read the rules about forbearance since I was reluctant to enter an agreement for fears of negative impact on my credit score or risking the possibility to be able to refinance in the future. I trusted the XXXX XXXX website ( XXXX XXXX has the same governmental rules ) and was assured I had to worry not about either of the 2 concerns. Upon exiting my forbearance term ... My lender Shellpoint made an agreement with me to make 3 trial payments. The consumer finance website states : If your lender does make an agreement or accommodation with you : " If your account is current and you make an agreement to make a partial payment, skip a payment, or other accommodation, then the creditor is to report to credit reporting companies that you are current on your loan or account. '' I have contacted the office of my local congresswomen XXXX XXXX XXXX who assured me that when congress passed the CARES act. It was intended to protect Americans and their credit scores. It would be plain right opposite logic to think that the CARES intended to only protect Americans who miss their payments ... but Americans who agree to the terms of their new loan modification and actually pay on time should be hurt. I agreed on the phone to a Shellpoint rep back in XXXX. I subseuqently made all agreed upon payments. Shellpoint nevertheless in violation of the US law has refused to remove from my report the 120 day late stain. This negative information makes it impossible for to refinance and get a new loan since lenders will not approve people for loans who have 120 late payments on their reports. This also has negatively affected my credit score. Shellpoint doesn't want consumers to refinance their loans because they don't want to lose customers. They therefore break the law and report paying customers late who were promised on US government websites that forbearance would not affect their credit score or make them ineligible to refinance by staining their credit scores. .My congresswoman will be taking action against shellpoint as well as my family attorney. I demand immediately that Shellpoint remove from my credit report the 120 late stain which refers to when I was legally protected by the CARES Act. It is not fair that I can not apply and get approved for a refinance or new credit cards because of these negative implications.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Throughout XXXX and into XXXX I had experienced many difficult encounters with this company. I had setup bi-weekly payments and even called them to let them know and they assured me that I could do the bi-weekly plan I had planned. It wasn't until about XXXX months in that I noticed late pays and when I called them they said that the system didn't know so it appeared as if all my payments weren't applied correctly. They fixed it and assured me that they weren't negatively reporting me to the bureaus and that it wouldn't happen again. I had to do this every few months until last year, XX/XX/XXXX, when I had enough and refinanced my mortgage with XXXX. I had a pay off letter showing I was current on all payments, and I had even talked with NewRez prior to that refi to ensure that my payments were all applied appropriately. They told me that they had applied all payments correctly and that everything with the bureaus would be fine. Additionally, my refi went thru with XXXX no issues. Fast forward to XXXX and I'm in the process of looking for a new house and getting a pre-approval letter and low and behold NewRez is showing me having a missed payment in XXXX of XXXX. I promptly call the company to resolve this and I'm told there is nothing they can do and that if I wanted it resolved I would have to fax them a letter or mail them a letter. Yes, you read that correctly, in XXXX I'm required to fax something to a company who reported incorrect information on my bureau and they place the burden back on me to fix my report when THEY were the ones that messed it up in the first place. NewRez has not only tarnished my credit score, they are now preventing me from putting offers in on houses in a very competitive housing market. This is unacceptable and I demand an answer from this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60506
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I filed a complaint with the CFPB regarding the forebearance of my mortgage loan. On XX/XX/2021 XXXX Mortgage sent a reply back to the CPPB that they would be deferring XXXX months of mortgage payments and I would receive a letter, to this date I have not received the letter for me to sign and it has been XXXX months. But yet, I received a letter of foreclosure this past weekend. I have left I know XXXX messages, emails, asked to be contacted by a supervisor. To say that I am angry is an understatement. AT this point I feel like contacting the Department of Justice, regarding XXXX discrimination.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in forbearance during the pandemic and was working with my mortgage company Shellpoint, on a loan modification. We started working on this months ago and finally a few weeks ago I was given my three options and was approved for the modification I picked. I was told via email back in XXXX, I believe XX/XX/XXXX, that there was no paperwork necessary, but now there is and shellpoint is not providing me with my documents to sign and are threatening me now that I am in default. All of this since XX/XX/XXXX is documented via many, many emails. Shellpoint keeps feeding me lies and telling me that documents were mailed, then XXXX XXXX then telling me that I can get the documents from a notary service they hired on my behalf that I can never reach and the list goes on with the delay tactics. I am now past my deadline and Shellpoint will not let me speak to anyone other than the representative assigned to me. I have tried reaching FHA but I haven't had any luck getting a live person yet. I've reached out to local FHA/HUD locations and they said it's out of their realm. How can I get this resolved so that I do not lose my home? I have most conversations via email so that I can prove I've really done my duediligence in this matter and that Shellpoint seems to be delaying and making obstacles for me. I'm so worried now that I'm going to lose my home. There are more issues that I can explain such as conflicting information given, wrong websites to go find my documents, wrong phone numbers given, etc ... that has delayed this to this point where I'm terrified of what is going to happen now. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint became the servicer of my loan on or about XXXX XXXX. On XX/XX/XXXX at XXXX a.m., I called Shellpoint to ask for a copy of my Note and I was told by XXXX of Shellpoint that they did not have my Note and that I had to get a copy of my Note from the previous servicing company. When I said, " what do you mean, that makes no sense. Shellpoint sent me a letter informing me that it would be taking over my loan servicing in XXXX XXXX and it wants me to pay it but it doesn't have my Note and will not provide a copy to me ''. XXXX replied, " You can call serving ''. To which I responded, " I did. You work there, submit the request! ". Then she said, " I am not going to request it for you. ". Also, I asked to be told what number payment I was on and XXXX told me XXXX. This loan originated in XX/XX/XXXX, it has to be more than XXXX. XXXX also lied to me. She said that I had to show proof of my hazard insurance. That the Note said I had to but yet, she told me that Shellpoint didn't have my Note. I asked to speak to a supervisor and XXXX put XXXX XXXX on the line. He was not a supervisor. I asked him to allow me to speak to a supervisor and after telling me three times that he was still waiting for a Supervisor and then sent my call to an out going message that said Shellpoint was closed. It wasn't closed. It was XXXX a.m. and Shellpoint is open until XXXX p.m. on XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2022-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was taken out on my home almost 7 years ago. Since my mortgage, I have made my monthly payment on time, every month. That is almost 80 months in a row of on time payment. My previous servicer, XXXX, required me to maintain a reasonable escrow amount. In XXXX, New Rez purchased the servicing rights to my mortgage. After 6 years, they arbitrarily decided that I am required to keep 1/6 of my anticipated annual escrow payments. This is not a minimum cited in the Texas statutes, but a figure that the escrow balance " can be up to 1/6 ''. To be clear, this is the maximum they can maintain, not the " required '' amount. NewRez for the second year in a row since purchasing the servicing rights, is jacking up my escrow amount to the maximum, even though their own escrow analysis indicates that at no point did my balance go below {$1100.00} in reserve in the previous year and it is projected to be no less that almost {$800.00} in the next 14 months. The " required amount '' they claim is not a legal nor regulatory requirement. Additionally, after complaining twice to the CFPB about NewRez 's escrow practice, and the Texas Attorney General 's office, NewRez sent me an escrow refund of over {$150.00} last year. If my balance contained enough of a cushion that they refunded me money in XXXX, why are they jacking up my escrow requirement to the maximum again. I implore the CFPB to open an investigation into NewRez. They have abusive mortgage servicing practices that cause real consumer harm. They purchase servicing rights to mortgages, like mine, then immediately required unreasonable and unnecessary escrow balances of these new customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A