Date Received: 2021-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage on my property in XXXX, Oregon was originated by XXXX XXXX XXXX and subsequently servicing on the loan was transfered to Newrez/Shellpoint in early 2021. The property is in a flood zone and flood insurance as well as homeowners insurance was in place on the property at the time of origination ( and is currently in force by the same insurers ), the premiums on which are paid via an escrow account on this mortgage. All payments on the mortgage have been paid as scheduled. In late XXXX and early XXXX, 2021, I began receiving notices from Newrez indicating that the property was uninsured, that force placed insurance is ( and in one notice had been ) placed on the property. Checking with my flood insurance agent, I discovered that the premium had not been paid and the premium was overdue. To prevent a lapse, I made the premium payment directly and had the insurance agent send a notice of premium paid and declaration page sent by email to Newrez ( copy attached, dated XX/XX/2021 ). I called Newrez at that time and told them that the premium had been paid by me and that a receipt had been emailed ( to an email address they had supplied me on a previous call to discuss this issue ). Subsequently, I received a notice from Newrez that they paid the premium for flood insurance directly to the insurance company on or about XX/XX/2021. The insurance company verifies receipt of the premium and will issue a refund to me sometime toward the middle of XXXX. In addition to the issues with flood insurance, Newrez has sent notices regarding non payment of the premiums for homeowners insurance, which can be seen on the attached notices. In conversations with Newrez at the first part of XXXX, they promised letters to me, stating that all insurance matters have been cleared. To date, I have no such letters. Newrez told me that they had mailed on three occasions starting in late XX/XX/2021, a checklist related to the flood insurance to my insurance agent and that the checklist had not been returned ( they indicated that the insurance would not be considered in force until they had that checklist in hand ). I asked about the address Newrez mailed the checklists to and pointed out that they neglected to include the po box number for the insurance agent ( which appears on all correspondence from the insurance company I can locate ). Nearly two months have elapsed since there was an indication of an issue with this escrow account and no full resolution is evident. I have no confidence that this account will run as it should going forward and I would like a full and complete dated accounting for my records, including confirmation that correct addresses and email accounts are in file and all issues are satisfied.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX, the person Shellpoint employees to manipulate facts and omissions, gave a response in complaint XXXX that is a misrepresentation of the facts and truth. 1 ) XXXX XXXX emailed me on XX/XX/2021, after XXXX XXXX reached out to him. XXXX XXXX said that my modification approval letter would be sent to me in a few days. However, instead of a modification approval letter, I got an offer to redo my trial plan that I succcessfully completed. 2 ) XXXX XXXX claimed that his superiors overruled the approval letter and that he could not do anything about his superiors decisions not to offer a final modification. 3 ) XXXX XXXX claims that though XXXX XXXX is my single point of contact there are other loss mitigation people involved. XXXX XXXX merely stated the obvious, without fulfilling my request. 4 ) Shellpoint never identified who the superiors where with the authority to override XXXX XXXX. Thus, I do not have a single point of contact. In fact, it is even worse, because an unnamed person with no accountability can harassment limitlessly without consequences. 5 ) XXXX XXXX contradicts XXXX XXXX by alleging that they are merely offering me the modification trial that XXXX XXXX approved instead of saying that XXXX XXXX 's superiors overruled the final modification approval letter. 6 ) XXXX XXXX omits that XXXX XXXX contacted Shellpoint on XX/XX/2021 to ascertain why I am being asked by Shellpoint, not XXXX XXXX, to redo my trial modification in XXXX of 2021. I paid the statement and asked Shellpoint in a timely matter to clarify. XXXX sent me XXXX monthly statements stating my trial plan amount was XXXX dollars less than XXXX 's offer trial modification letter. I requested a response from XXXX about the discrepancy. XXXX never responded to me until over 60 days later when they were responding in a letter to CFPB. Then, there response was one of XXXX XXXX 's vile responses that they were informing me in that letter that my modification would not be finalized because I failed to make the required trial plan payments. Yet, XXXX XXXX omitted that I paid the amount expressly stated on my monthly statements for the trial modification and that Shellpoint refused to clarify for over 60 days. I completed my previous trial modification Shellpoint has refused to respond to XXXX XXXX investigators. Yet, Shellpoint if falsely communicating to CFPB that they are following XXXX XXXX 's authority. Now, XXXX XXXX wants to talk to Shellpoint about their duplicity. But, Shellpoint is misrepresenting facts with all agencies and will not respond XXXX XXXX about why I am redoing a trial modification that I successfully completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC has not payed my local property taxes. The taxes were due XXXX of XXXX, the taxes still have not been payed as of XXXX. I have contacted NewRez XXXX times about the lack of payment, NewRez has responded with either they're checking into it, the taxes have been payed, they mailed a check on XXXX ( Tax office has no funds from NewRez as of XXXX ) or they or waiting for a response from the local tax office. This is also happened last year with NewRez and my local tax office says multiple other NewRez customers have not had their taxes payed either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called in on XXXX as instructed to schedule my Auto draft for XXXX payment as my forbarence was ending on XXXX. The rep at Shellpoint mortgage refused to except my conforming payment for the XXXX month as it needed 30 days to start the auto draft and instructed me to make the XXXX payment online. I did. I recieved a form letter confirming my payment was made and auto draft was in place with the wording If you wish to cancel THIS AUTOMATIC DRAFT SERVICE This confirmed my, based on the English language, that there was an auto draft payment plan in place. The XXXX payment wasnt drafted and when I returned to my primary residence on XXXX, I opened a delinquent letter for both of my mortgages that I have with Shellpoint, this calling immediately to make my payment for XXXX and XXXX and also being instructed now to set up auto payment online as they do not have the ability to do so for me. They would not remove the lates on record, but removed the late fees without asking as they said the letter was misleading. I also called in XXXX to verify the auto payment was set up. Additionally, I asked the rep to sign me up for email statements as I was having my mail forwarded to my up north residence and was not getting my mail. Documented with the post office. They took down my email and said no problem. What they did was take down the wrong email address. I never received a XXXX or XXXX statement that would have should me the XXXX bill was due on both mortgages. When I verified my email, I found out they wrote the number 4 instead of for on my email address of XXXX. They said they corrected it. I called back on XX/XX/XXXX to verify as I still have not received a statement and they said they recorded it wrong again, this time with a four and again said they corrected it. I called back and they finally said it was correct, however they do not email statements, that electronic statements only means that you ca go online to their website and view your statement, however a notice not statement will not be sent when the new statement is ready. News to me. Also, they said the text msg alert that I set up doesnt alert me of a late payment. I feel they made my transition from Covid cares forbearance to making my payments very confusing, to the point that a responsible effort would be difficult to understand their process. I have never been late on anything is close to 30 years of credit history. This is very damaging and a manager will not even speak to me. I have filed 2 complaints, they have not responded with any mail nor email regarding my outcome. They said it was online and I can find the answer in the portal. This is inconsistent with federal requirements regarding refusal to accept payment with an error complaint of a mortgage serviced.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Today XX/XX/XXXX makes the XXXX time that XXXX has denied me a dedicated representative. XXXX XXXX is supposed to be my representative. On XX/XX/XXXX, he said that my investor, XXXX XXXX, had approved my loan modification and that my approval letter should arrive within a XXXX days. XXXX XXXX reached out to XXXX because I completed my trial modification and XXXX wanted me to do it again. However, instead of sending the modification approval letter. XXXX sent me a letter requiring me to go through another trial modification to give them time to come up with more schemes to do deny the modification. XXXX XXXX claims that his unnamed superiors are refusing provide the XXXX XXXX modification. So, I do not have a dedicated representative. I aske XXXX XXXX to name these people and he did not respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, NewRez LLC DBA Shellpoint Mortgage Servicing indicated a payment was made from escrow to pay my School Real Estate Tax at the discounted rate {$3900.00}. This payment was reflected on the monthly mortgage statement that I received. In XX/XX/XXXX, while I was in the process of streamlining my VA Home Mortgage, I received a letter from the tax collection agency indicating that my XXXX school real estate taxes had not been paid and would be considered delinquent as of XX/XX/XXXX. The tax due was now at the penalty rate of {$4300.00}. I called the tax collection agency and provided them the date, payment amount and name of the mortgage company. However, they were unable to locate the payment and insisted the mortgage company needed to provide payment details. After numerous calls, Shellpoint provided me with a Batch ID #. The tax collection agency was still unable to locate any payment and asked me to have the mortgage company call them directly. I made numerous calls to Shellpoint for them to contact the tax bureau and get the issue corrected. I completed my streamline and my Shellpoint mortgage was satisfied. I received a check from Shellpoint dated 4/19/21 for the {$3900.00}. I contacted the tax bureau and they confirmed my taxes were still unpaid. I contacted Shellpoint to question the check I had received. Shellpoint indicated that they had just received a refund on my account for that amount. I explained that the real estate taxes were still unpaid and they needed to pay the full amount due to the tax bureau. I have never cashed the check sent to me by Shellpoint and it is now stale dated. The tax bureau still indicated that my taxes were unpaid and I contacted my attorney. The attorney mailed a letter on XX/XX/XXXX. My attorney has never received any response to the letter. Today, XX/XX/XXXX, I have received another delinquent tax notice indicating that {$4700.00} must be paid in full or further actions will be taken beginning with a Notice of Sale in XX/XX/XXXX and ending with the Sale of my home at XXXX on XX/XX/XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX wife to my late husband XXXX XXXX. I am writing this letter in hopes to have the CFPB investigate Shellpoint and the negligence on my home loan. I have been trying to seek Loan Assumption/ Loan Modification with Shellpoint but they have not tried to help. Most recent on XX/XX/2021 I submitted to Shellpoint my late husbands death certificate, marriage certificate and Admin docs from the court appointing me tot he property. With only my husbands name on the loan I have request for a loan assumptions but as I mentioned above I submitted on Wednesday XX/XX/2021 and they declined me on Tuesday XX/XX/2021 of the following week. I don't feel Shellpoint properly reviewed my case, there letter stated not enough income but as you see in the attached forms I have plenty of income to support this loan. I am not requesting a lowered payment All I'm asking is for Shellpoint to place the past due to the end of the loan and allow me to place my name on the loan since my husband past away. With Shellpoints quick denial this tells me they never even considered or properly reviewed me. I asked them for a break down on their calculations but they refused. Please help me. With my husband XXXX XXXX passing away it became hard to maintain with the payments with no income. My income is now back on track and need help with a loan modification/ Loan Assumption. I need help to get the mortgage current so I can continue with the payments and hopefully refinance out of this loan once I become current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 829XX
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Im in the process of trying to refinance my home. My credit report says the property is in foreclosure. I contacted Shellpoint mortgage servicing, spoke to XXXX, and she can not explain why. I have attained a mortgage verification letter from shell pointe, stating that Im in good standing, not delinquent and have not been late in the last 12 months.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear CFPB, I have email documents that prove that my Mortgage Lender has " wrongly '' blemished my " Credit Record '' ... .. ( emails can be provided to you upon your request ). *** This is my complaint : Around XX/XX/XXXX " Credit Bureau '' disclosed that " Lender had negatively reported on my credit report on XX/XX/XXXX. -- -- -- -- -- -- -- -- -- -- -- -- My " Credit Report '' had been reported with " LATE PAYMENTS '' during Covid19 " Mortgage Forbearance '' : XX/XX/XXXX Lender had granted me a Forbearance because of job loss during our Covid19 Pandemic. - XXXX had extended my Forbearance till end of XX/XX/XXXX- XX/XX/XXXX = I reported via email to Lender that employment had started now. ***Please note that Employment had started BEFORE Lender 's Forbearance had ended. XX/XX/XXXX Lender responded & told me that my loan was eligible for 4 options : 1... Reinstatement, 2... Replacement, 3 ... Deferment, 4 ... Loan Modification. XX/XX/XXXX - I received Lender 's " Streamlined Modification Solicitation Letter '', dated XX/XX/XXXX that I did not understand because it stated information contrary to what I was told by Lender previously...... .When I emailed Lender an inquiry about this letter & Lender instead called me & verbally instructed me to " ignore all their letters '' because the Lender told me that their system would just automatically send those letters out & that the Lender could not stop those letters from getting mailed out to me, so again, the Lender told me to ignore all those letters. XX/XX/XXXX - Lender directed me to pay the following THREE consecutive payments below : Payment Due : XX/XX/XXXX - {$1900.00} Payment Due : XX/XX/XXXX - {$1900.00} Payment Due : XX/XX/XXXX - {$1900.00} But instead, I paid the following extra amounts & timely Mortgage payments : 1st payment due XX/XX/XXXX = I fully Paid {$2100.00} on XX/XX/XXXX per my bank record. 2nd payment due XX/XX/XXXX = I fully Paid {$1900.00} on XX/XX/XXXX per my bank record. 3rd payment due XX/XX/XXXX = I fully Paid {$1900.00} on XX/XX/XXXX per my bank record. Around XX/XX/XXXX - I received the Lender 's Loan Modification package, which I declined before their XX/XX/XXXX deadline. Around XX/XX/XXXX Is when I found out that the Lender had negatively reported my credit report, ... .and this is why I felt forced into accepting their Deferral plan ... ... I dont know if the Lender should be obligated to fully explain the full information about their Deferral plan to me before this, ... .so this is very bothersome for me. Credit Bureau told me that the Lender had reported XXXX days late on XXXX, but this is INCORRECT because I have already paid ALL THREE trial payments EARLIER than the Lender had instructed of me. The Lender 's negative reporting on my credit score has caused me the problems below : 1. My friend referred an Agent to me so this Agent could help me get a refinance loan... .But now I feel this Agent shows " no interest in working with me because my credit score has now decreased to XXXX. 2. Because my Credit Score is now XXXX, my Agent told me that my low credit score may make it harder for me to acquire a decent loan with New Lenders for the refinance loan I need. 3. Ill probably now pay a higher monthly mortgage amount. 4. Ill probably now be forced to pay a higher interest rate with New Lenders. 5. Im losing the good opportunity right now to get a good refinance loan while interest rates are now at it's low. 6. Im very angry & sleepless nights ... ..etc, etc, Credit Bureau told me that Lenders negative reporting on me " does not make sense '' ... ... Credit Bureau told me that this is what Lender wrote on my credit report : - STATUS : 30 -59 days past due - HISTORY : No late payments *** Please be aware that for the last 35 years since Ive had to pay a home Mortgage loan to ANY LENDER ... ..I have NEVER missed paying a single mortgage payment! ... .and I've NEVER EVEN paid my mortgage payment late ever, until the Covid19 pandemic hit us! When I emailed Lender & I asked them Why this Lender had reported negatives on my credit report? ... ... The Lender simply responded to me via email & told me : ...... quote : There are no late charges on your loan. The Lender does not seem to want to help me ... ... ... .I 'm angry, and I'm reaching out to you for help ... ... Thank you in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94547
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As of XX/XX/2021 Shellpoint Mortgage Services shows my prior mortgage account delinquent 30 and 60 days for XXXX and XXXX XXXX XXXX After review of the records with Shellpoint Agents, it has been determined that the payments were made from XX/XX/2021 through XX/XX/2021, the house being sold XX/XX/2021, but the system recognized them as prior payments from Covid forbearance period and did not count them appropriately to the month they were submitted. I was in contact with a representative from your company, XXXX XXXX with the loss mitigation department at the end of XX/XX/2021. I was doing the steps for loan modification. In the second week of XX/XX/2021, I received the documents and she gave me the number for the mobile notary contractor. When I called to get the notary scheduled they stated they did not have an order number. I called XXXX XXXX and informed her. She stated she would get the number processed within a day or two. At the end of the week I still had no number and could not schedule with your contractor. I attempted to contact XXXX XXXX again and the contact number was no longer active. By the time all of this had transpired the sale of my house had closed. I formally request the derogatory remarks be removed from my credit report as I made every attempt to complete the required steps upon exiting Covid forbearance. Your agent hindered the processing of the loan modification, yet I am being penalized for this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64083
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A