Date Received: 2024-01-10
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I hope this letter finds you well. I am writing to bring to your attention a matter concerning the late payments reported on my credit report. After reviewing my credit report, I have identified discrepancies in the reported late payments, and I am seeking your assistance in correcting or removing these inaccuracies promptly. SHELLPOINT MORTGAGE XXXX I understand the importance of maintaining accurate credit information, and I am committed to resolving this matter promptly. I kindly request your assistance in investigating and correcting these inaccuracies at your earliest convenience. Enclosed, please find supporting documentation that validates my claim and provides evidence of the incorrect reporting. I believe that with your expertise, we can rectify these discrepancies efficiently. However, if they are determined to be inaccurately reported, I request that you correct or remove them from my credit report immediately. Thank you for your prompt assistance in resolving this matter. I look forward to a positive
Company Response:
State: NY
Zip: 11570
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: NewRez has deposited my 3 checks, but has only given me credit for one of them. I have made all of my payments ON TIME and IN FULL. Background : There was a change in my loan servicing company earlier this year, and I sent the payments that were due for XXXX, XXXX, and XX/XX/2023 to NewRez, but accidentally used a closed account number. All three checks did however have the address of the property ( XXXX XXXX XXXX, XXXX, CA XXXX ) in the memo field, as well as my name and address. My bank statements show all 3 payments were made on time and in full and the checks have been cashed. However, these have NOT been credited to my loan XXXX. 1. Check XXXX, {$1200.00}, dated XX/XX/2023, deposited by NewRez on XX/XX/2023 2. Check XXXX, {$1200.00}, dated XX/XX/2023, deposited by NewRez on XX/XX/2023 XXXX. Check XXXX, {$1200.00}, dated XX/XX/2023, deposited by NewRez on XX/XX/2023 I discovered the problem when I logged into my online loan portal and realized that they had not been applied to my loan. On XX/XX/2023, I went online and started a chat session. I explained the situation and asked for a resolution. I was assured they would fix it. But 7 days later, I received a debt collection phone call ( XXXX ). That caller gave me an email where I could send copies of my bank statements. On XXXX, that same day, I emailed to NewRez/Shellpoint copies of three months of bank statements as evidence of the amounts and dates. As of today, I have a very good credit score and I didnt want them to damage it. They did not respond. I continued to get U.S. mail from them claiming I had not paid. On XXXX I emailed copies of the front and back of the three checks to the same NewRez email, and got no email confirmation. I continued getting mail saying I hadnt paid. On XXXX, I got a secure letter from NewRez, via email, saying they had found one of the payments but had not found the other two. On or about XXXX, I received an incorrect 1098 for my loan. The balance and the interest were wrong. My address was also wrong, even though I had updated my address in late XX/XX/2023. I emailed the 1098 back to them on XXXX and indicated the errors, but got no answer. They deposited my checks on XX/XX/2023, XX/XX/2023 and XX/XX/2023, but have only credited one of those to my account ( Loan XXXX )
Company Response:
State: CA
Zip: 92694
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Loan was sold earlier this year to NewRez XXXX Provided both XXXX XXXX XXXX XXXX XXXX XXXX Polices through web portal XXXX Insurance Agent mailed XXXX XXXX XXXX Policy to provider ( confirmed address ) XXXX Provided both XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX through web portal after receiving another letter stating lender would place insurance coverage on property. XXXX XXXX XXXX XXXX XXXX speak with a representative. Representative indicated they only received one policy. I sent both policies to her while on the phone. She indicated that the XXXX XXXX XXXX was not adequate coverage for the new lender. I told her this was not explained in any of the letters which was misleading. I also didn't choose to have this mortgage sold to a different lender. I also indicated that we have had this same policy since XXXX without any issues and this would come at a great expense to us. Practice is misleading to send notifications without information on how to resolve without calling. Also suddenly requiring additional coverage is penalizing and comes at a large expense.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17601
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My Mortgage was sold to newrez. Newrez seems to be unable to recieve information or do math. We double paid XXXX payment they could not find, and we have reported the insurance 5 times. They do not respond. They now are charging me for insurance and have setup an impound account XXXX communication, does not seem to process any data, just terrible
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I received a call on XX/XX/XXXX that my XXXX payment had not been made. I was instructed to go to the website and upload proof of payment. I received other calls and letters and told them that I provided proof of payment. The website doesn't show any of the messages that I sent. I did a screenshot of the last message that I sent today, as Shellpoint chooses to not show messages that are sent on their website. I have requested copies of the messages that I sent. I sent a letter dated XX/XX/XXXX with proof of payment. Today I received a letter saying that the delays are due to me sending the payment to the wrong address. This is a lie. My payments are all electronic and a copy of the payments from my banks website show this. I am attaching a file with my recent correspondence. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: On two occasions I have spoken to representatives of Shellpoint Mortgage in reference to setting up a repayment plan, once in early XX/XX/2023 and once in mid XX/XX/2023. Both times I was interviewed about the issue I was having that led to missed mortgage payments. After answering all questions, giving all financial information and contact information, I was told that a representative would contact me soon. I was also given the name and email address of the representative : XXXX XXXX, email address : XXXX. After waiting weeks and not receiving a phone call, email or mailing from the representative, I decided to send an email to her. To my amazement the email address was not functional. The representative could not be reached by email. I also sent an email to XXXX, and have not gotten a reply. Making contact by phone has been just as frustrating. When I call, I am never connected to a person who has any idea that I have an application on file or who can connect me to XXXX XXXX, my original Shellpoint contact person. As I write this complaint, I have been on hold with Shellpoint for 44 minutes!!!! It seems like they don't really want to help me bring my payments current. It seems like they want me to lose my home to forclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: In XX/XX/XXXX, I knew that we were going to have trouble making payments in connection with the COVID19 Pandemic so I called to see what our options would be. The representative that I spoke with said that there were no options that she could discuss until we were actually behind on payments. I argued that I wanted to know what options were going to be available before we were late but she said she didn't even have access to that screen and couldn't transfer me to the right department until we had missed XXXX payments. Since that didn't apply to XXXX ( we were still current ) I hung up XXXX. On our XX/XX/XXXX mortgage statement, the bottom stated that we may be eligible for COVID19 Assistance and to call to see if it was an option. I called the number listed around this time, and again I was told by the representative that nothing could be started until we had missed XXXX payments. At that time, we had made our XXXX payment. XXXX in the XXXX, I saw an article from the CFPB that COVID19 forbearance was still an option and that I didn't need to wait until we were delinquent to explore those. I started the process on the mortgage company 's website and it looked like it was working- I was able to start the application for COVID19 assistance and enter the details of our temporary hardship but then the website started erroring out. I applied instead for other assistance options around XX/XX/XXXX via the website. I was assigned a case XXXX, XXXX XXXX I emailed with him on XX/XX/XXXX stating that I believed we qualified for the COVID19 forbearance. He told me via email that the COVID forbearance was retired on XX/XX/XXXX. He instead put in our application for standard income reduction forbearance. We were granted a XXXX forbearance starting XX/XX/XXXX. I researched extensively and couldn't find any XXXX confirmation that the XXXX assistance was discontinued. Per the CFPB website, it shows it's still an option and only FHA had discontinued the forbearance options. I also think it's highly suspect that it was " retired '' right before I applied for it. The COVID19 pandemic is still definitely happening ( cases are as high as ever ) and still impacting our income. We want to keep our home and have never been late or behind before. We have every intention of paying this back in a timely manner, but we do need assistance to get through this XXXX time and believe we are well qualified for this COVID19 assistance.
Company Response: Company believes complaint is the result of an isolated error
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Newrez took out an amount of {$11000.00} from my escrow account. I called them and I was told that Newrez issued a refund check it will be mailed to me and I should receive it within XXXX days. Now I have been waiting for more than 10 days and I still don't have to refund check. No mails. No tracking number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I hope this letter finds you well. I am writing to bring to your attention a matter of concern regarding my credit report. Upon reviewing my credit history, I noticed that there are late payments inaccurately reported for the following accounts : SHELLPOINT MORTGAGE XXXX These late payments are inaccurately reflected in my credit report, and I request that you correct this information immediately. I have attached supporting documents, including bank statements and payment records, to verify that the payments were made on time for the specified accounts. I understand the importance of accurate credit reporting and how it can impact my creditworthiness. I am confident that the correction of this misinformation will contribute to a more precise representation of my credit history. Please conduct a thorough investigation into the matter and update my credit report accordingly. I kindly request that you provide written confirmation of the corrections made within 30 days from the date of receipt of this letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Newrez and Shellpoint acquired XXXX home loan in XX/XX/XXXX and began to service my mortgage. Unfortunately they are using the same illegal practices as XXXX. False claims of late fees, escrow deficits, unapplied funds and non payment. I have requested a detailed transaction analysis of the life of the loan and they have refused to provide this. The Newrez/Shellpoint website does not facilitate mortgage payment unless false claims of late fees and 'unapplied funds ' are paid. These servicers make it almost impossible to make a payment over the phone. I did so In XXXX and recorded the call to prove the payment was made. I later received emails claiming no payment was made.I also attempted to use bill pay and requested the servicers account number which they refused to provide. Today I received a registered mail letter from Shellpoint threatening foreclosue and reporting me to a credit agency to harm my credit score. My loan is current, there is no escrow deficit and payments are on time. The XXXX mortgage payment was made XXXX XXXX. The XXXX payment was made to Shellpoint over the phone to a representative after not being able to pay via their website. The XXXX payment was made on XX/XX/XXXX to Newrez via Bill Pay from XXXX XXXX XXXX and the XXXX payment was made XX/XX/XXXX via Bill pay tfrom XXXX XXXX XXXX to Newrez. Newrez and Shellpoint are sister companies and both are complicit.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A