Date Received: 2022-01-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: This is a follow up to initial complaint # XXXX. The company ( Shellpoint Mortgage ) provided a letter to me, my attorney, Consumer Financial Protection Bureau and the XXXX XXXX XXXX The letter states they will release the 2nd lien mortgage and discharge it. The attorney has asked several times for proof of the copy of the paperwork preparing the discharge. We have not received anything from them. This makes us a bit suspicious and question if they actually prepared to file the discharge release of the lien. The attorney 's firm said they can go to court if the matter isn't resolved. This will surely hold up in court on our side since they provided a letter ( on their company letter head ). It is in writing. Can the CFPB perhaps investigate as to why we have not received proof of the release/discharge?
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NJ
Zip: 07103
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is with NewRez LLC handled by Shellpoint Mortgage Servicing LLC. and I was in COVID19 Forbearance plan. However, the process of getting out of the forbearance and starting paying my new modified loan was all but a disaster. Starting XX/XX/2021 I was in talk/email with a Shellpoint contact person and when it comes time for me to sign documents, they keep sending the wrong/misspelled documents over and over again. When all that happened they didn't push my payment starting date, which was scheduled to start in XX/XX/2021. And when my mortgage payment due date passed they reported it to credit agencies as I missed all payments during the COVID19 Forbearance plan, this is despite my payment of a newly calculated modified monthly payment on XX/XX/XXXX. Now, all the promises that the government gave to a homeowner like me have become lies. my XXXX XXXX got to the lowest point itever been and the psychological impact was putting a toll on me. I did everything that NewRez/Shellpoint Mortgage Servicing LLC asked me to do. I tried to avoid getting into this kind of situation, speeding hours and hours on the phone just to get one representative to give you a false assurance that everything will be fine. Shellpoint Mortgage Servicing LLC messed up my document. They sent wrong papers for me to sign four times. With this out of my control situation I got a XXXX XXXX hit which is almost hard to overcome. Please, please... I need someone to help me on what to do in this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 1 ) I filled out an online mortgage refinance application on or before XX/XX/XXXX. But *I did NOT click the apply button*. I had questions *before* I wanted to submit to avoid a credit inquiry. I intended to call them later. 2 ) I got an automated email from them on XX/XX/XXXX with the subject : " Still thinking about refinancing? Finish your application. '' Body began : " Almost finished... Just a few more steps to finish your application. If you'd prefer to speak with a Loan Officer to continue your application, please give us a call at XXXX. '' ( See attached email printed to PDF ) 3 ) After a day or two they began calling me, but it was always at a bad time while I was in meetings and couldn't speak with them. I tried to call them back twice but then they didn't pick-up. 4 ) On XX/XX/XXXX I was surprised to get an email from XXXX with the subject " Your mortgage application documents '' and text within the email saying " Mortgage application documents to sign ''. ( See attached email printed to PDF ) BUT I NEVER SUBMITTED MY APPLICATION because I still had questions and didn't want a hard pull on my credit. 5 ) When I logged into XXXX 's www.freecreditreport.com I could see that I had a credit inquiry on XX/XX/XXXX with a stated " Removal date '' of XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXX ) XXXX This hard-pull decreased my credit score and may affect it until XXXX of XXXX! a ) While this is a minor issue compared to others, people with poor credit might be very adversely affected by this! b ) This smells very much like the XXXX XXXX scandal where they were opening accounts for people without their permission! c ) This type of pushy activity is particularly bad for the vulnerable, those without time, those without the clarity of mind to deal with it!
Company Response:
State: MI
Zip: 48842
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I own 5 rental homes and have mortgages on all five ( with three different mortgage companies ; New Rez/Shellpoint XXXX XXXX XXXX XXXXXXXX XXXX and XXXX ). XX/XX/XXXX- my insurance company, XXXX XXXX, sent each mortgage company a declaration page covering all five homes in the amount of {$4900.00}. After sending out the main declaration page for all five homes, my insurance agent ( XXXX with XXXX XXXX XXXX XXXX XXXX ) immediately sends the mortgage companies a breakdown of how much to pay towards each home ( between $ XXXX {$1000.00} per home ). Each mortgage company pays the insurance premium then, recalculates the escrow based on any increases in taxes and insurance from the previous year. This has been set up between my mortgage companies and my insurance company, in this way, for 15+ years. Note : New Rez/Shellpoint holds the mortgages for three of my five rental homes. They paid the correct amount of insurance on two of the homes but on the third home they paid the master total of {$4900.00} for all five homes. XX/XX/XXXX, I received a check for overpayment from my insurance company. I immediately contacted New Rez and told them to put it back into my escrow so I wasn't short. I paid the overpayment directly back into escrow over the phone. XX/XX/XXXX I received an escrow analysis stating they are increasing my monthly mortgage payment due to an increase in my homeowners insurance and shortage of escrow. Summary : New Rez made an incorrect payment into the escrow of one home causing that mortgage to increase by $ XXXX. I have been making weekly phone calls trying to get this resolved since XX/XX/XXXX. With each phone call I am told they would be getting a new declaration page from my insurance agent at the number verified XXXX, and will issue a new escrow analysis within a few days. I have the names, dates, times, and notes of every phone call. I have a record of agents opening a ticket then closing it the next day without any changes being made. I have agents calling themselves Supervisor when they were simply a team lead who couldn't come to the phone upon a follow up phone call the following week ( supposedly only supervisors are able to take calls ). This, along with my social security income, is my retirement income. I count on the money I get from the rent on these houses. A {$400.00} a month increase in my mortgage will bankrupt me within the year. Someone needs to make the corrections necessary to fix this problem before my next payment is due XX/XX/XXXX.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC should not be in the loan servicing business. At best, they do not have the systems in place to provide even basic mortgage servicing, at worst, they are actively predatory. They purchased our loan several years ago, and we have had nothing but trouble since. This month was particularly egregious. We received a letter from our homeowner 's insurance this week stating that they had not received payment since at least XX/XX/2021 and our insurance coverage ended in mid XXXX because NewRez had not paid them. It is now XXXX, so we were unknowingly without home insurance for half of XXXX, all of XXXX, and now half of XXXX. We contacted NewRez to find out why they had not paid, as we have an impound account with them and they are responsible for paying our homeowners insurance from it. It took transferring to several people before they agreed that yes, they were supposed to be paying our homeowners insurance and hadn't. They promised to cut a check that day and overnight it to XXXX, as XXXX was going to terminate us as a customer permanently if they didn't receive a payment within a week. That was Wednesday, XX/XX/XXXX. We called again today, Friday, XX/XX/XXXX to confirm it had been done, and it had not. Last year, we had a similar problem, but the opposite. We were up to date on our home owner 's insurance, but every month, NewRez would send us a threatening letter, telling us that we were without insurance and if we didn't pay them immediately, they would purchase a new and very expensive policy from some unknown insurance company on our behalf. Each month, I called NewRez to say that we were up to date with our insurance. They would call my insurance agent, find out that we were, and apologize, saying they would correct our records, and yet, it happened month after month. I had to contact them repeatedly, on the phone and through the mail, for months before they finally stopped harassing us.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: On XX/XX/2022 I applied for an mortgage loan with a major bank. I authorized to pulled my credit reports. The bank told me that my mortgages aren't on my credit reports. I have my current credit reports. I explained I had these mortgages for years. On XX/XX/2022 I contacted my two mortgage companies by fax : XXXX XXXX XXXX, XXXX advising monthly amounts {$1700.00} not being reported and 2.Shellpoint Mortgage amounts {$1500.00} not being reported. I have the letters that was faxed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I was recently turned down for credit for a personal loan by several companies and then for an apartment I applied to rent. I checked my credit report to see why and Shellpoint has been reporting my two mortgages as more than 120 days late, with the current balance, and on one has reported the foreclosure proceedings. The company has also made credit inquiries on three occasions while foreclosure proceedings were ongoing and they had no reason to and no permission form me. Shellpoint pretended to entertain a modification based on divorce and then another time loss of employment. It then asked for the same documents and information it already received over and over, sent new modification packets every so often, kept telling me it was under review, and filed to foreclose after months of me sending 100 's of documents and spending hours filling in information on forms they already had. It has stressed me out so much that I was on unpaid XXXX for 3 months, and incurred {$1000.00} 's of medical expenses. I gave up and sold my house to a cash buyer. They are now refusing to get my title company a payoff balance, probably because they get interest every day I don't pay if off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a deferment on my mortgage due to covid relief at the end of deferment I signed a loan modification agreement and paid my mortgage on time and as agreed. They reported my loan late and that dropped my credit score by XXXX point and now other credit accounts are being closed due to their mistake that will further damage my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19132
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was told in XXXX of 2021 that I had been approved for a loan modification which stated that I had to make 6 months payments on time to enter into a modification which I did and was approved for a modification. After I return signed notarized copys they said Id be sent my copy of the signed and notarized copy. I still havent received my copy. I talked to them numerous times and everyone I called and request my copy said theyd send and they never did. I was not informed ever about them changing my mortgage note from 30 to 40 years and I couldnt get anyone to return my call with my questions. Every time I call they say Im behind on my payments. Ive explained numerous times to every rep that I never would have been approved for modification if I was truly behind. Newrez continues to report to all the credit bureaus that Im late and behind months on my payments which is false and is destroying my credit score. Due to Covid and the death of my wife and me being disabled on strong pain medication Ive been extremely stressed out. How unprofessional not to address my questions and concerns. I suspect it is being done deliberately to keep me locked in at my 4.5 % which they benefit approximately {$3000.00} a year on each 1.0 % interest on my {$300000.00} mortgage for the next 40 years. I thought there federal protections in place to stop this kind of treatment of people, especially since Im a XXXX XXXX XXXX XXXX, widowed man. I will continue to protest my treatment. Hopefully I dont need to get a lawyer to get any help from anyone government or Newrez. Still waiting for proof that my modification was approved with either a letter or an email. All I have is my word of what Ive been told. From this point forward Ill be recording any phone conversations I have with Newrez to prove Im being messed with. Shame on you Newrez saying youre trying to help me. Sincerely XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Related to CFPB Complaint # XXXX - I'm not sure why you closed it as the issue is still not resolved. The response New Rez provided to you was an outright lie. Per XXXX XXXX XXXXXXXX XXXX New Rez never contacted them to authorize refund of the tax overpayment be sent directly back to me. I spoke with XXXX XXXX today and they informed me the overpayment was refunded back to New Rez in XX/XX/2021, however I have not received my refund check. They currently owe me {$4400.00}. I have left numerous voicemails and sent messages to New Rez and have had no response.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A