Date Received: 2022-01-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I dispute Shellpoint reporting of the above loan as late to the credit bureaus starting with the month of XXXX, XXXX and XX/XX/2021. Shellpoint contends that the protections of the CARES Act expired XX/XX/2021, if the loan was not in active forbearance and would therefore be reported as delinquent. Shellpoint has NOT addressed the fact that I entered a repayment plan prior to the expiration of my forbearance plan and have made all payments according to the schedule set out in my agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX dba Shellpoint Mortgage Servicing recently acquired my mortgage by Assignment of Mortgage Recorded in NXXXX Public Register Office on XX/XX/2021. Upon trying to call them several times they have advised that they do not have my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Consumer Finance, Thank you for providing a place to which I can write!! I have been in financial XXXX about the replacement of my home destroyed by fire in XXXX. I paid my payments correctly until XXXX and XXXX! I have always been ahead of my monthly payments until XXXX when I decided to hold it because they were not processing my claim fast enough. I have paid XXXX and XXXX now but am still hurt, sick and totally frustrated with their lack of moving quickly. With the replacement of a Modular Home the foundation is completed and we are waiting for water and electricity after the house is in place. The outdoor porch room also needs to be completed but they are holding that money until the is done. I have spend over {$10000.00} in renting a place to live and I do have receipts! They promised us before XXXX but as we called today XX/XX/XXXX, we now will not receive it for 2-3 days! I also will not receive the full amount to complete porch until we go thru all of this again! I am tired and sick of waiting! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX But this has been an amazing waste of my time. I am trying to file an complaint against NewRea / Shellpoint for their handling of this matter. We have spoken to almost I think all the employees, they do not allow one person to work on a case. So we talk and say the same speech every time we call. Rude, expensive, and not caring employees do not care about an XXXX XXXX XXXX XXXX WAITING!! Please file this complaint against the Mortgage Co. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I have contacted Shellpoinys attorney XXXX XXXX several times about them contacting me and using a 3rd party to do home inspections. XXXX XXXX even sent Shellpoint a letter telling to never contact me again no matter what. Due to Ditech bankruptcy and the illegal sale if my loan during the bankruptcy process to Shellpoint a debt collector not a mortgage company even says so in the recording when you call them. This is credito harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied with our current mortgage company on XX/XX/2021 to refinance our existing loan with Newrez to reduce our current interest rate and reduce the number of months left on the loan. We provided income verification on numerous occasions signed electronically the required disclosures, completed all assigned tasks. The Underwriter continuously asked for updated income. I asked what seems to be the issue or misunderstanding of our income : Workers Compensation ( LTD ) Wages Social Security Penson income Throughout the Underwriting process, I asked why is there an issue with the income that was provided and verified by current employer along with the LTD income. Meetings were conducted with employer and Underwriter. We never received notification of the status of our refinance request, only to find out that Newrez place the refinance file as " Inactive '' without as much as a notification or determination. We were promised calls that never occurred, we have numerous emails stating that " Underwriting '' finally understood our income. It appears we are being discriminated against based upon our type of income and Newrez ' failure to provide us with a written reason for the outcome of our refinance request. XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, PA XXXX
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I had not received statement for XX/XX/XXXX payment. I called and was told that my statement went out that day but was delayed due to XXXX tax forms for XXXX being mailed with statement. On XX/XX/XXXX I received statement that payment that the payment due date is XX/XX/XXXX without the stated tax statement that supposedly made the mailing late.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan paid off in XXXX, now saying money owed. Submitted modification XXXX and XXXX and emailed XX/XX/XXXX! Still nothing, at this point just want it modified. XXXX was originator! NEED COPIES OF ORIGINAL LOAN DOCS NEED TO SEE ORGINAL LOAN DOCS AND RESPA VIOLATION! AND MODIFY LOAN TIRED OF FAXING AND NOTHING HAPPENS say nothing received!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX, XXXX I have been trying to get a refund for a payment I incorrectly made to XXXX XXXX XXXX on XX/XX/XXXX after the mortgage was acquired by Shellpoint Mortgage on XXXX XXXX. The payment should have gone to Shellpoint Mortgage and should have been applied to the XX/XX/XXXX payment with Shellpoint. The payment was never received by Shellpoint. I have contacted Shellpoint over a dozen times in last five months. Shellpoint claims XXXX XXXX XXXX has the payment. The reason this payment went to XXXX XXXX XXXX is because in my XXXX automatic bill pay, I updated the Payee Name to Shellpoint Mortgage but failed to update the account number to the new Shellpoint account number. I spoke to XXXX and they confirmed the payment went to the account number ( XXXX ) and not the payee name ( See attachment : XXXX XXXX XXXX XXXX XXXX payment.pdf for the Note to Payee information from XXXX. ) The thread below shows the most recent communications between XXXX XXXX XXXX and myself. I have been attempting to resolve the issue since XX/XX/XXXX. I have been told by XXXX XXXX XXXX that they do not have the payment and that the payment was automatically rejected by their system. I have asked for a letter explaining the payment was rejected or proof of this transaction but they have not been able to produce either. Latest emails ( there are additional emails and over 20 phone calls made to XXXX XXXX XXXX to try and resolve this issue since XX/XX/XXXX ). **NOTE** XXXX XXXX XXXX historically has dismissed every email and phone call with a response that they simply never received the payment. XXXX XXXX has made it clear that the funds left my checking account, was received by XXXX XXXX XXXX, and was never returned. This repeated deniability by XXXX XXXX XXXX is unacceptable at this point in the process and I will no longer accept that as an answer. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Hello, I spoke with XXXX bank today regarding the XX/XX/XXXX payment of XXXX. The payment was sent by XXXX as an electronic payment ( see attachment Proof Electronic Payment from XXXX ). XXXX informed me that when an electronic payment is sent, it is automatically deposited into the account ( # XXXX ). Since it was electronic and not a paper checked mailed to XXXX XXXX XXXX, there should have been no rejection of the payment. If the payment was rejected it should have been sent back to XXXX. XXXX has no record of receiving the money. I also did not receive a refund check. The fact of the matter is that XXXX XXXX XXXX is in receipt of the funds. Please do not continue to tell me that you do not have the funds unless you have proof that you rejected the funds and a record of where the funds went after you rejected it. If this can not be resolved, I will be forced to file a police report. I would rather involve the police, however, if you continue to claim you do not have the funds I will be left with no other recourse. The payment was sent as a digital payment and should have been automatically deposited into my XXXX XXXX XXXX account. I sent proof of the payment being digitally sent. I sent a XXXX XXXX statement showing my balance before the payment was sent, the payment being sent and the balance after the payment was sent. I sent a Note to Payee which documents all of the details of the transaction, including the account number to which the payment was sent, date, time, and trace number. At this point you are holding my money illegally. It has been 6 months since the payment was made. I have called XXXX XXXX XXXX over 20 times, each time I get a new person and a different response. XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : Attention : Research Department XXXX Hello, Since XXXX, XXXX I have been trying to get a refund for a payment I incorrectly made to XXXX XXXX XXXX on XX/XX/XXXX after the mortgage was acquired by Shellpoint Mortgage on XXXX XXXX. The payment should have gone to Shellpoint Mortgage and should have been applied to XX/XX/XXXX payment with Shellpoint. The payment was never received by Shellpoint. I have contacted Shellpoint over a dozen times in last five months. Shellpoint claims XXXX XXXX XXXX has the payment. The reason this payment went to XXXX XXXX XXXX is because I updated the Payee Name to Shellpoint Mortgage but forgot to update the account number to the new Shellpoint account number. I spoke to XXXX and they confirmed the payment went to the account number ( XXXX ) and not the payee name ( See attachment : XXXX XXXX XXXX XXXX XXXX payment.pdf for the Note to Payee information from XXXX. ) I spoke to a supervisor today who instructed me to email my XXXX statement to the Research department to prove the XX/XX/XXXX payment cleared my XXXX account and to show the balance difference before the payment was sent and after the payment was sent. This statement proves the payment to XXXX XXXX XXXX cleared my XXXX account and was processed by First Community Mortgage ( See attachment : XXXX statement-XXXX XXXX Please see the second payment line under Transaction Detail section : XX/XX/XXXX - XX/XX/XXXX Online Payment XXXX to Shellpoint Mortgage Servicing ( the account number, see attachment XXXX Online to XXXX XXXX XXXX shows Note to Payee with my XXXX XXXX account number : XXXX. Again, please note that I only changed the name of the payee and forgot to change the account number to the new Shellpoint account number and this is why the payment went to XXXX XXXX XXXX ). My XXXX account balance before XX/XX/XXXX payment was {$8500.00} and after the mortgage payment cleared to XXXX XXXX XXXX in the amount of {$4600.00}, the balance was {$3800.00}. The supervisor confirmed that XXXX XXXX XXXX transferred my account to Shellpoint Mortgage on XXXX XXXX. Therefore, my payment on XX/XX/XXXX that was sent to XXXX XXXX XXXX was not transferred to Shellpoint and is still in possession by XXXX XXXX XXXX I am requesting an immediate refund check to me at my property address : XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX ( XXXX ) XXXX XXXX From : XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : Attention : Drafting/Research Department XXXX Hello, XXXX XXXX XXXX sold my mortgage to Shellpoint Mortgage Servicing in XX/XX/XXXX with the first payment to Shellpoint on XXXX XXXX. I accidentally paid XXXX XXXX XXXX the XX/XX/XXXX payment on XX/XX/XXXX from my XXXX account. I am trying to have XXXX XXXX XXXX refund me the XX/XX/XXXX payment since I already paid Shellpoint for it as well. Attached is proof of payment via XXXX Bank to XXXX XXXX XXXX in the amount of {$4600.00} sent XX/XX/XXXX. Note the Payee name is incorrect and should be XXXX XXXX XXXX. The payee account number is my account number for XXXX XXXX XXXX. Can you please respond via email on the resolution. Thank You, XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80120
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Mortgage also known as NewRez LLC has ignored my request to take my account out of escrow, even though my original note never had this as a requirement. I wrote my first letter to them in XXXX of XXXX after my mortgage was sold to them. Unfortunately, this year, they have taken almost {$4800.00} in escrow and although they claim they have paid my property taxes, they have not. As of today, ( XX/XX/XXXX ), they are still unpaid. I have a telephone recording where the representative assures me they were paid on the XXXX of XXXX. As I can see online, I'm not the only person this has happened to. XXXX XXXX XXXX? XXXX In XXXX of XXXX I was suddenly unable to make my mortgage payments online due to an " invalid bank account number, '' even though I have had the same bank account number stored ever since my mortgage was sold to them in XXXX of XXXX. As I suspected, this has affected others as well, as they are charging late fees when customers are unable to complete their payments online. In the same recorded phone conversation mentioned above, I have the same customer service representative stating that on XX/XX/XXXX, someone notated something to the effect in my account that this issue was fixed, however, it was not. I was unable to make my XXXX payment online and had to call to make my payment over the phone. This company appears to be profiting off of their dishonest practices of supposed " technical glitches '' that they promise to fix, but do not fix, and all the while they are charging late fees. Additionally, I am ALARMED at the amount of people who are complaining online, ( of which I am one ), about NewRez NOT paying property taxes and/or insurance for which they have collected the money. I can not afford to pay my property taxes twice. I am in Texas, and with a property tax bill that is almost {$5000.00}, I would have to come up with another {$5000.00} right now in order to pay again. Additionally, this puts a worse tax burden on me as now my property taxes were not paid in XXXX. Is there anyone who can help me get released from escrow at NewRez and force them to pay my taxes with the money that I have already paid them?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78218
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I started having issues with the mortgage company, Shellpoint, in XX/XX/2021, my mortgage had been in forbearance due to covid. An extension of the forbearance was given in XX/XX/2021 through my contact agent for my mortgage, during this time my agent had offered for me to do a loan modification with Shellpoint before my extension would end by XXXX. My agent never told me I had to pay any certain amount or that my mortgage was late. When the papers for the loan modification were sent out, I chose not to go through with the modification because I wanted to refinance with another mortgage lender, signing those papers would have been a hindrance to me refinancing and I expressed this to my contact agent, he then told me that I would have until XX/XX/2021 to make a full payment of XXXX before they would have to report my mortgage account as past due. I chose to make the full payment amount to bring my account current around XX/XX/2021 and this was suppose to bring my account current before the extension period ended. In XX/XX/2021, after I brought my account current, XXXX reported to the credit bureaus that my mortgage account was past due from XX/XX/2021, which is untrue because I had gotten an extension from my contact agent in XXXX of 2021, plus I was still making payments while in forbearance but Shellpoint was holding these payments and not applying them to my account. When I contacted Shellpoint about these credit reports, my original contact agent all of sudden became unavailable and I have not spoken with him since the loan modification inquiry, instead I spoke with another agent who did not know why Shellpoint was reporting my loan late because it was paid up and in good standing and this particular agent said she would sent a note to their reporting department about my issue. Shellpoint in XX/XX/2021 yet again began reporting the account as current and then reporting the account as late in multiple reports, ruining my credit, and I have reason to believe they are doing this in an attempt to ruin my credit so that I am not able to refinance, my score went from XXXX to XXXX because of their false reporting, and leave them to go to another lender. None of these negative reports started until I expressed to my original contact agent that I was not going to sign a loan modification and that I wanted to refinance with another lender outside of Shellpoint. In XX/XX/2021, I had spoken with a supervisor at Shellpoint who advised me to make this complaint with the consumer financial protection bureau and with Shellpoint 's own complaint department. When I spoke to this same supervisor, she also told me that other people were calling about the same issue, so this seems like a practice that they frequently do to people.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48174
Submitted Via: Web
Date Sent: 2022-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A