Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Mortgage XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX Month 's in a row I've had to call them to receive a payment statement, once received it's already past due + taking XXXX weeks to actually cash the check. I've called customer service XXXX times only to have them tell me that they'll file a complaint and to go online to pay my bill but, the online website doesn't work. This company is intentionally jeopardizing the credit of their customers who only want to pay their bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I received my escrow analysis for XXXX. According to the NewRez LLC, estimated property taxes for the year XXXX are {$4200.00}. I received my Property Tax bill from XXXX XXXX for XXXX totaling {$2200.00}. This is a GROSS overcharge by the mortgage company of {$1900.00} for the year XXXX, which is reflected in an increase to my monthly payment on the mortgage of {$110.00}. I have contacted the company for My loan was refinanced recently and this company owns the loan. As I said, it is a gross overcharge that needs to be rectified ASAP. My intent for this letter is to notify the CFPB of the situation and the public that this company could be defrauding its consumers.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The following information listed below is inaccurate. The Credit Reporting Agencies has not taken the correct steps to evaluate the information. I need you to please evaluate this reporting by making a revision of the information provided. SHELLPOINT XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This will be the XXXX complaint filed on this same issue. Our loan is currently in the trial stages of modification. Shell Point continues to send our statements that contain personal financial information to an address that I have never been associated with. When I go online to review my statement it shows the last payment in the amount of {$1600.00} but my payment was in the amount of XXXX. I have also found unexplained charges in the amount of XXXX each. What is it going to take to get Shell Point to get in compliance? Where did the balance of the XXXX go? When I try to make an online payment, their system will not let me make my trial payment. The company is trying to make it difficult to complete our trial period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the summer of XXXX our electric went up triple we had almost XXXX $ for one month, and started getting behind that year due to that, with shell point morgage. I was only one month behind in the winter, then husband went on layoff because he is in awn and landscaping. In XXXX we started a modification, i was rather reluctant because our payment was XXXX $ and XXXX fixed, I wanted to catch our couple month payments up with our tax refund, the relationship manager said we where going to go into foreclosure if I did do modification, we where really p ressured and scared into a modification. I am XXXX I believe he treated me unfairly and wanted me to lose my home. He sent papers we got them signed and notarized, because he rushed us, I didnt get the terms of modification when we signed. I made my on time payments then, morgage was sold to select home portfolio in XXXX of XXXX of XXXX, I received all my paperwork and said it was a 6.75 % with a XXXX $ payment and a 40 year mortgage note. I have not made payment since and have had so many hardships including covid layoffs, mental breakdowns, now we are in foreclosure with me type XXXX diabetic, daughters having intellectual XXXX, and my feet are XXXX badly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65803
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX My name is XXXX XXXX loan number XXXX, Shellpoint Motrgaging Service, XXXX XXXX XXXX, XXXX OH XXXX I was unfortunately affected by covid and was forced to skip my mortgage payments during the pandemic. I have been hospitalized and am unable to work during the pandemic and suffered from many long-haul covid symptoms. Once my forbearance period ended, I was told that I needed to make XXXX trial payments in XXXX, XXXX, and XXXX of XXXX. I even made XXXX payment on XXXX of XXXX. I made these XXXX payments on time and was given a new loan modification. The following is a direct quote from XXXX XXXX passed by the US Congress stating that one 's account is supposed to be reported as " current '' to the credit bureaus. " 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. '' XXXX XXXX XXXXXXXX Shellpoint is breaking the law and reporting me as more than 120 days past due, despite the fact that I have made XXXX payments in a row as they have requested. My first request is that they immediately fix this error and report me to the XXXX credit bureaus as the current which is in accordance with US law. My second request is that Shellpoint lowers my monthly payment. Before the pandemic, I was paying {$2000.00} per month and had XXXX years left on my mortgage. The new terms that I was sent are requesting that I now pay {$2100.00} for 40 years. Shellpoint has raised my monthly payment and added XXXX years to my previous payment. XXXX years of an extra {$2100.00} per month will result in {$420000.00} of money owed. This loan modification was meant to help consumers, not hurt them. In such a case when my monthly mortgage amount increases and the years increase as well. I need to have a lower fixed interest to make this situation surmountable. I have a family of XXXX and do not want to lose my home. Please do all that you can to help my situation. XXXX bless you, XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I began the process of ending my CARES Act forbearance in midXXXX XXXX with XXXX. After many delays on their end - and despite many documented requests by me to expedite the finalization - a modification package was finally presented to me in XX/XX/XXXX, 6 months later, I immediately set up three " loan modification '' payments with XXXX ; the loan was then immediately ( and possibly intentionally ) transferred from XXXX to Shellpoint ( same parent company NewRez ). I was told the payments would transfer and received confirmation numbers for each payment from XXXX but Shellpoint would eventually claim to have no record of these payments. XXXX XXXX Payment Confirmation Numbers XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX It took several more weeks to be able to set up payments with Shellpoint after they found the necessary documents for the loan modification. Months later, this is when Shellpoint decided to retroactively report delinquency even though I was assured multiple times on recorded calls that I was protected from negative reporting due to the CARES Act as my payments were always up to date and I was current when starting the forbearance. I have since requested Shellpoint to remove all negative reporting as my credit has dropped over 200 points in the past few months. I received a letter denying my request for removal of delinquencies reported on my account during my forbearance and loan modification trial period. The letter stated that I was denied because i was in delinquency when the loan was transfer. This is not correct. I was still in forbearance and protected under the CARES Act. I was also current at the time of starting the forbearance with the former loan servicer, XXXX. The letter stated that I have a right to request all supporting documentation. I called customer service and they stated I need to contact the Mortgage Servicing Department to chest up the confusion. I've contacted them without response. I am contacting Consumer Financial Protection in order to clear up the confusion and reporting errors on Loan # XXXX. Currently XXXX showing 120+ day past due amounts owed to Newrez-Shellpoint startingin XX/XX/XXXX and going to the present. These are errors due to the fact that I was current onmy loan before entering into the forbearanceunder the Cares Act with XXXX beforethe loan was transferred to Shellpoint in XX/XX/XXXX. 1. It has come to my attention that during the transfer from XXXX to Shellpoint in XX/XX/XXXX documents confirmingmy status as on aforbearancewere not transferred. I can confirm that I was, in fact, on a previous forbearance under the CARES Act with XXXX, and current on my loan at the time of entering into the forbearancebefore it was transferredtherefore protection from negative reporting shouldhave continued on with Shellpoint when the loan was transferred until the loan modification was executed by Shellpoint. 2. Negative reporting started less than 60 days after the transferin XX/XX/XXXX, presumably becauseShellpoint clams they did not receive the documents confirming my forbearance status from XXXX. I had explained to my Shellpoint single point of contact ( which had changed multiple times ) that I had been on a forbearancewith XXXX and I was ready to execute the modification when the loan was transferred to Shellpoint. Now Shellpoint was to finalizethe loan modification that XXXX had started beforethe transfer. This was either done by accident or possibly on purpose. 3. Furthermore, as per the letter from Shellpoint on XX/XX/XXXX ( doc # XXXX ), thestatement explains that since executing the modificationin XX/XX/XXXX, the loan is current as of XX/XX/XXXX though XX/XX/XXXX therefore any negative reporting should be removed regardless of points # 1 & 2., '' On or about XX/XX/XXXX, the Loan Modification was completed and brought your loan current from XX/XX/XXXX through XX/XX/XXXX. '' It has taken more than a year to officially begin paying my mortgage again ( XXXX XXXX to XXXX XXXX ) due to the fault of XXXX, Shellpoint and their parent company NewRez. I hope that the credit reporting by Shellpoint was done in error and can be resolved quickly. My fear is that this was done purposely to defraud individuals that were affected by COVID-19 and were being protected by the CARES Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid Shellpoint Mortgage Servicing ( account XXXX ) all that I owed to them and I requested from them to mail me and my wife tha original mortgage note we signed them when we originally made the loan. They kkep on mailing us a photo copy of the mortgage note and not the original. I need the original document in order to cancel the mortgage in the XXXX XXXX according to the laws of XXXX XXXX XXXX We are afraid that Shellpoint has negotiated the original mortgage note to a third party and we loose our house. We filed a complaint through CFPB ( XXXX ) and XXXX send us copy of everything but never maied us the original of the mortgage note, althought, they said that they complied. That was not true. They lied to us and to you. We do not thurst them. We can not cancel our mortgage ( lien ) without such original document to which we have full right to have. Our address is : XXXX. XXXX, XXXX, XXXX XXXX. My postal addredd is : XXXX XXXX. Box XXXX, XXXX XXXX, XXXX. XXXX, phone : ( XXXX ) XXXX. Please, Help Us. WE DO NOT WANT TO LOOSE OUR HOME.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00692
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: The second lienholder, mortgage company ( Shellpoint Mortgage ) stated that they closed out this loan and sent it to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 's and deeds office is supposed to record the release discharge of the mortgage. I have attached a copy of the letter from the mortgage company ( Shellpoint Mortgage ). I have called the XXXX XXXX 's office many times to get information about this matter. II have called the ( XXXX XXXX XXXX 's office and Shellpoint Mortgage ) They have not given me any confirmed information to me. I would like to make sure this is discharged, released per as the letter states. I had considered filing a complaint with the court if I am unable to successfully get information about the release. I need a copy of the proof for my records once it is released and or discharged. We can have someone look into the matter and reach out to the CEO 's ( whoever oversees the XXXX XXXX XXXX 's office and Shellpoint mortgage.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NJ
Zip: 07203
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am requesting a payment history of our closed mortgage account from Shebllpoint Mortgage Servicing. After an very long investigation, we found out that Shellpoint is reporting very different data to the three credit bureaus. For XXXX the data has been changing still after the closing of the account. It is only reporting seven of the seventeen payments that were made. This is separate from reporting the accounts monthly status as good. The account balances to the credit bureaus are not accurate from month to month. The balances are higher than when the loan transferred to them in XXXX of XXXX. At that time the balance was {$190000.00} and after a total of 17 consecutive payments starting from XX/XX/XXXX through XX/XX/XXXX, the monthly balances reported to the credit bureau 's have been higher than what is reported on the monthly statements. We have disputed this before, but they refuse to correct the wrong data. The main one is the XXXX account. The Annual Credit reports shows that out of the seventeen consecutive payments made, Shellpoint only reported seven ( 7 ) of those seventeen payments that were paid on time XXXX. This action greatly affects the credit score outcome as well as balance history, in that it makes the account report that the balance has not decreased over time. The shellpoint account is being used to cripple our credit reporting. We have documented that for the research that was done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A