Date Received: 2021-12-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hi! - Was working a forbearance plan with XXXX XXXX XXXX for few month. - Right almost at the end of the plan when I was about to start making payments again, my loan was transferred to another servicer " Shellpoint Mortgage Servicer ''. - We applied again for the continuance of the forbearance for few more months, and right in the middle of the application and even within the 60-days of transfer of servicers protection they reported me delinquent. - Transfer of servicers rights happened on XX/XX/2021 and I was never ever able make payments to the new servicer via the web or the app as my loan was locked due the current forbearance with the previous servicer. - Bottom line I was locked for payments, applied for new forbearance and home help, they replied and asked for more documentations, and regardless of this, and besides the 60-days protection for servicer transfer protection they still reported me delinquent for XXXX ( late 120 days ) to the credit bureau hitting me with over 200 points negatively in my score. Also the number of days delinquent is wrong!!!! They are reporting 120 days ... .or hey are really missing some payments from previous servicer. Can you please help? they don't listen or want to help or advise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33018
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Refinanced mortgage with XXXX XXXX XXXX during the process I was instructed not to make XX/XX/2021 payment because I would close in XXXX with new mortgage. Titling agency submitted the payoff past the cut off resulting in a 30 day past due with shellpoint/new rez that was completely out of our control. Received a 30 day late letter from XXXX agency stating it was not our fault to submit to shellpoint/new rez have now been on almost 3 weeks of constant back and forth with them on getting the letter of deletion for the 30 day past due to get my credit fixed. Never can get a straight answer out of anyone there and keep getting a back and forth yes and no about the letter of deletion.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 61008
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I already have a complaint that was filed with you ..case number XXXX XXXX.I wanted to add that my loan was in the " Conditional Approval '' stage with some conditions that I needed to meet. The condition was that I make repairs to the deck and and have re inspection done..well I did everything they asked of me and deck was inspected and passed..they are now saying that they are denying loan because I need porch repaired and inspected. I have explained to them and supplied documents of this being done. The loan officer XXXX XXXX does not like me because I have been pushing him to get stuff done on a refi that has now taken 3 months. He takes delight in trying to make loan fail.He will not respond to any emails or phone calls. I have met the criteria and have documents to prove this.
Company Response:
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgaging Service has lost four of my payments from the Cares Act program. The first payment was made end of XXXX. The check was cashed XX/XX/XXXX. The second was sent XXXX the third in XXXX. They have lost all the checks or applied to someone elses account. I have conferences call Shellpoint with the Cares Act people twice. I have called Shellpoint since XX/XX/XXXX almost every day with no resolution. I will now seek an attorney
Company Response: Company believes the complaint is the result of a misunderstanding
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid early, extra monies monthly and lump sums and NewRez, ShellPoint would not credit monies properly even reversing payment transactions and reapplying the monies ant later dates. This caused me to pay more in interest and hardship as in trying to pay off my loan early I keep running into these issues not knowing the correct amount I owe They constantly give me a credit for monies and then somehow increase my mortgage balance in the next line and then give me a smaller credit I reached out to them a couple times and got a run around was even told they were going to start a insurance policy because i was not covered which was not true. There is bad book keeping going on and it is so frustrating trying to get ahead when incorrect accounting on their part is holding me back I need help
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30815
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The past billings from NewRez, LLC have routinely been received by the XXXX thru XXXX of every month for payments due to them on the first of the month. As of today I have not received the billing that would have been expected for the payment due to them on XX/XX/2022.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez account number : XXXX We need our mortgage servicer NewRez LLC DBA Shellpoint Mortgage Servicing to confirm that they have received our XXXX policy renewal documents for our homeowners insurance of which NewRez needs to pay from our escrow account. We had issues last year with NewRez claiming they had not received the proper documents etc which resulted in NewrRez telling us that they would be buying lender placed insurance on our home, NewRez did pay our XXXX insurance policy on XX/XX/XXXX. We would like to avoid receiving any letters this year telling us that NewRez will be buying Lender Placed Insurance on our mortgage. We ask that NewRez confirm receipt of our XXXX Homeowners Policy Documents from XXXX and immediately make a payment for the renewal of our XXXX Homeowners Insurance Policy. We have included our XXXX insurance renewal policy documents for our XXXX XXXX Homeowners Insurance Policy. NewRez should of already received the XXXX renewal policy documents for our homeowners insurance policy directly from XXXX ( the company that provides our homeowners insurance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Newrez/Shellpoint mortgage on XX/XX/, 2021, to let them know my uncle passed away and sent them my uncle 's death certificate and our deed. I gave them my contact information and home address.. I requested a forbearance and they never replied to me. I called XXXX and asked to get information on the loan, they refused to give me any information on the loan because it was only under my uncle 's name, even though I was an owner on the deed. In XX/XX/ 2021, the payments stop because the Administrator of my uncle 's estate stop making payments and canceled the Homeowner 's insurance policy. Newrez/ Shellpoint Mortgage kept sending mail and notices to my uncle and his address even though they have known since XX/XX/2021, that he was deceased. They have now started the foreclosure process on my property and refused to give me any information I have requested and information regarding the status of the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My 2nd settled discharged mortgage is illegally in the hands of XXXX and or Shellpoint Mortgage Servicing. I requested a complete transaction history, itemized pay-off. I also requested information all the many years there was no communication from this mortgage servicer. I want to see their records to see if it matches my records. I want to see the history for any discharges, charge/write-offs from previous servicers. I believe this company is following illegal processes. They seem to be disguised under several different names such as ( New Rez ) LLC, XXXX and Shellpoint. They all seem to be one in the same. I have also been advised to reach out to the Attorney General to have him/her investigate the practices of this company. They are illegally attempting to collect on a mortgage debt that has already been settled with another servicer. I believe these illegal practices and needs to be investigated.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 07203
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional mortgage with NewRez mortgage and despite numerous calls and e-mails the company continues not to acknowledge I have overpaid on my escrow and refund overage The company has paid my XXXX tax bill reflecting amount that will need to escrowed for XXXX and tell me they never got my tax bill
Company Response: Company believes the complaint is the result of a misunderstanding
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A