Date Received: 2021-11-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: See detailed email below I sent to Shellpoint Newrez trying repeatedly to resolve this matter. They refuse to look at or look into all the documentation I have provided in support of my claim and clearly shows that they were in fact in error. As you know my original loan was taken out in XX/XX/2021 with XXXX XXXX XXXX in XXXX. At some point, XXXX I believed, the loan was then transferred over to Shellpoint Newrez. Prior to XXXX I had been taking out certified checks with my credit union, XXXX XXXX and then sending the checks for the mortgage payment to XXXX XXXX XXXX. The last check I sent to them was sent out by them on XX/XX/2021 and received by Shellpoint Newrez on XX/XX/2021, please see email from XXXX XXXX Mortgage confirming that. In XXXX I received a letter from Shellpoint Newrez notifying me that the loan was now being transferred to and handled by them. I then called Newrez to confirm and make a payment on XX/XX/XXXX @ XXXX. This call lasted for 18 minutes and 59 seconds, again please see attachments for confirmation and details. In this call which I KNOW ALL CALLS ARE RECORDED, I was told that there was no records for any accounts under my name, social security, address or account number. CHECK THE RECORDED CALL FOR MORE CONFIRMATION. I then informed the Shellpoint Newrez representative handling the call that if my loan could not be confirmed with them then I would not send any of my money in until it was confirmed. Afterall who would do that? She told me to check with the original lender as she didnt know what to tell me. I then called XXXX XXXX Mortgage ( XXXX ) on XX/XX/XXXX @ XXXX XXXX right after speaking to the representative with Shellpoint Newrez to try and figure out what was going on with my loan and who to pay, again see attachment of phone call record for confirmation. I was told by XXXX XXXX that they would look into the matter and get back in touch with me however the loan should indeed be with Shellpoint Newrez at that time. Next the matter was followed up with an email from XXXX XXXX with XXXX XXXX Mortgage notifying me that they reached out to Newrez however they had not heard back from Newrez yet to confirm status of my loan, as they also could not figure out what was going on. This email was sent to me on XX/XX/2021 at XXXX XXXX. Again see attachment of email for confirmation and details. I was later sent a certified letter from Shellpoint Newrez in late XXXX XXXX to the effect that I had missed my payments and knew I missed my payments for XXXX and XXXX after your, Shellpoint Newrez , mistake. I then called in once again however this time yous now had record of my having an account with you. Makes no sense but I then made a lump sum payment for the months of XXXX, XXXX and XXXX with XXXX XXXX who received and handled the call and payment. I informed her of the situation of the account mishap on your part during this call as well. Please feel free to check that recorded call as well. I was able to complete a lump payment because the money was being set aside awaiting something from yous or XXXX XXXX. Now at this point I have a report of two late payments for the months of XXXX and XXXX on my credit report, see attachment, which drastically effected my credit which took an immediate dive of 50 points at the first report of this. This has caused me much grief and headache as well as missed opportunities and purchases due to my negative credit. I want this resolved immedieatly as I was told it would be on a recorded line as well. THIS WAS NOT MY FAULT. I was making my payments on time and regularly without issue or delay up until YOUR REPRESENTATIVE TOLD ME THAT I DID NOT HAVE AN ACCOUNT WITH YOUON A RECORDED LINE. Im hoping this matter will be handled and resolved courteously and expeditiously as I have been VERY PATIENT and have provided ample evidence backing my claims. I do not know what kind of legal action I can take but I will exhaust every option and means until I get this resolved. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I logged in to the NewRez website to make my XX/XX/2021 payment of {$850.00}, I realized that I had missed making my XX/XX/2021 payment. I immediately called NewRez and made a payment over the phone for both XXXX and XXXX authorizing an amount of {$1700.00}. The representative made a mistake and processed the payment of {$1700.00} twice but immediately cancelled the duplicate payment. Since the correction, my online payment history, principal balance and escrow balance appear to be incorrect.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: ME : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MA XXXX Home : XXXX Cell XXXX XXXX- Please feel free to contact me anyway at anytime between the hours of XXXX EST. I have to set the context of this complaint or it won't really be totally clear. XXXX XXXX ) I have two separate complaints, one is with XXXX XXXX and the other is with a VA loan refinance via NewRes mortgage company , the company that bought my existing home loan with the previous mortgage company went Chap XXXX. XXXX XXXX XXXX This is about age discrimination and how it is in GOVERNMENT regulations regarding how these loans are granted. FACTS : I'm a XXXX XXXX XXXX years of age and a XXXX. In this industry, when a XXXX XXXX over the age of about XXXX finds themselves unemployed, it is very difficult to find full time employment again. Not impossible, but very difficult for most of us as companies want young people who will not only work for less, but they feel have the runway to work for their company for decades. I have been told this to my face by managers at more than one company. XXXX, just for example. But it's endemic in the industry- probably many others beside high tech, but certainly this one. What this means is that the average contract is typically XXXX months to a year. And between contracts if you are able to land a new job in XX/XX/XXXX months you're doing great. This is at a time when you really need to be able to save for retirement so there is a perpetual boom bust, pay off the bills you accrued during your last unemployment stint, and then run them up after your contract is over. If you leave contracts early, customers are NOT happy and you will likely not get a good reference- your next job is highly dependent on your last job. If you complain of ageism - Then you're a trouble maker. My problem with this agism, isn't so much how industry treats older workers as disposable, but more as how government regulations have really done a major disservice to older workers how are stuck in this ageism dilemma. Earlier this year, it was clear that my home heating system of forced hot air was making both my wife and daugher sick and had been for at least XXXX XXXX years. After bringing in a XXXX, he told me to rip out my whole forced hot air system and replace it. So I applied for a XXXX XXXX XX/XX/XXXX interest loan for ~ $ XXXX to replace with a heatpump and got it. Even though I have NEVER ( in my XXXX XXXX history ) missed a loan payment, and had a credit score of high 700-mid 800s ( almost perfect ) and had a couple of hundred thousand dollars in the bank- I was denied the loan because at the time I was between contracts ( I am working a contract now ). When I work- if I work for a full year I would typically make about $ XXXX, but usually out for a few months every year. So DENIED.. now that is in a high interest loan now. They blamed XXXX XXXX and said the government set the standards for the loan. I wouldn't have done it if I had known this would happen- but you don't find out until the end. Next - I applied for a refinance of my VA loan ( standards also set by the US government ) to lower my mortgage- they by saving me tens of thousands in my mortgage and giving me some more money out of my property to finish other home improvement tasks as ultimately the value of my home will be my retirement. Both of these discriminate against people like me who can only get contract work, even though we have been both disciplined and a decades long proven track record of a responsible buyer. Thus punishing me for being old, as I would NEVER chose contract work - no medical, no benefits - my average medical insurance payments are $ {$2300.00} a month - now I'm dropping medical because I can't afford it in a gamble that I will make it to XXXX before something happens to me- but I will still have to get insurance for my wife and daughter. I know the people who came up with these programs didn't set out to punish older workers at a time they need programs like these the most - but it is clearly working out that way. I have made now several bad financial decisions because of believing that there would be reasonable terms on government loans and not being rejected as I am a XXXX as I am old.
Company Response:
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Shellpoint currently holds the mortgage lien. This was a second mortgage that was initiated in XXXX. The original mortgage holder, XXXX, accelerated the mortgage in XXXX and demanded full payment. It refused to accept past due amounts and told us that the new maturity date was no longer XXXX ( a sixteen year mortgage ) but that the maturity date was now XXXX and all amounts were due and payable. The mortgage was transferred to XXXX XXXX in XXXX. They also demanded full payment. It was transferred again to Ditech in XXXX and full payment was again demanded. Ditech transferred to Shellpoint in early XXXX. Shellpoint did not notify us of its servicing until XX/XX/XXXX when we sought a release of the underlying lien. Shellpoint refuses to release the lien even though this is a time-barred debt under Indiana law . It is illegally blocking our intent to transfer our real estate to a buyer. Shellpoint can not provide any payment history from previous servicers. It is also conveniently unable to provide documentation of correspondence from XXXX changing the terms of the mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have raised a dispute on this account and attempted to contact the company/creditors several times without success. On my credit record, this account is incorrectly reported.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02128
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Home burnt to the ground on XX/XX/2021. Two checks were released form the insurance company for purchase of the new home ( manufactured ). First two party for XXXX was signed over to New Rez LLC as directed along with the paper work required, ( adjustors report, signed contract on the new home ). After many many phone calls and mis- information, I just recently received a check for XXXX from New Rez. When I inquired as to why the rest of that check was not returned I was told they were holding the rest of the funds until the house was done and they had proof it was livable. The house can not be ordered until the full funding from the insurance company is released. The second check from XXXX XXXX insurance was also endorsed and dent to New Rez as instructed. After many many phone calls which I am given a new reason every time why the funds can not be released. Today, all of a sudden they need a letter from the insurance adjuster as to what the additional check was to be used for. They are very well aware of the pricing of the new home as they have a signed contract. The second check was from a rider in my policy allowing me 20 % more funding if the original funds are not sufficient due to inflation. I don not have the personal funding to just order the house and be reimbursed later. I need the entire insurance funds released and then I will still owe some out of my pocket. I am living in a 26ft travel trailer with 4 dogs and my daughter and have been since the middle of XXXX. If the home is ordered today the wait time is at least 9 months. I feel like I am being scammed by NewRez and they are literally stealing my insurance money. The communication at this establishment is ridiculous. The person assigned to my case has called me once during this process and will not return my calls or emails. I have asked to speak with supervisors, they are never available and never return my messages. They are literally just making up excuses why they can not send back the funds so I can order my house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: My name is XXXX XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. My request for the correction and removable of the erroneous information about my accounts has been diligently neglected by XXXX and XXXX. Despite sending them request to provide a proof of last payment and documentation that these accounts belongs to me, I have not received any response up to this date. Besides, the inaccurate information about my accounts are still on my reports. They did not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i within the time permitted by law and continued reporting as unverified information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statutes. Below are the accounts that are still reporting incorrectly on my file : NEW RES-SHELLPOINT MTG XXXX Date opened XX/XX/2017 Balance {$0.00} ; NEW RES-SHELLPOINT MTG XXXX Date opened XX/XX/2017 Balance {$0.00}
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX and I am sending this request myself to address the inaccuracies on my Credit Reports. I have been patiently waiting on the response of XXXX, XXXX, and XXXX about the written requests I sent. However, any modes of response or coordination were not taken on their end. They have not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i within the time allowed by law and continued reporting as unverified information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statutes. Below is the erroneous account reporting on my Credit Report : 1. SHELLPOINT XXXX Balance {$320000.00}
Company Response: Company can't verify or dispute the facts in the complaint
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It May Concern, I have had a crazy and unbelievably drawn-out ordeal with Newrez LLC . I am writing to make a formal complaint against Newrez LLC. Please allow this letter to serve as my complaint of discrimination, gender bias and failure to provide me with satisfactory service in the process of refinancing my home causing me financial hardships. My complaint of discrimination, gender bias, and dissatisfactory service includes the following : Refinance application was completed on XX/XX/XXXX. Newrez took 3 months and 9 days to deny my refinance loan all the while giving me emails stating that the loan was approved and closing. Leading me on that the loan was closing on XX/XX/XXXX, once we got close to the closing date everything fell apart. Processor said that underwriter 's concern was that not all the properties sold were in my name, most of the properties are in my husbands name. Husband is not on application so we cant use his capital gains income. Processor called and asked if we could add my husband to the loan. I explained to the processor that I did not need to add my husband to the loan, because I was more than qualified for this loan on my own. I emailed him the guidelines for verification of capital gains and told him that according to the guidelines I qualify for the loan on my own. After this communication with the processor and the email I sent him about capital gains guidelines and not adding my husband it was radio silence and no communication from MLO or processor from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX I received an email from processor stating that the underwriter is trying to turn the file down. Per processor the underwriter stated the only 1/3 of the properties on the last two years tax returns ( XXXX XXXX ) are reflected with the borrower as owner. Her husband is not an applicant so we cant use his capital gains income. I corrected the processor that 2/3 of the properties are in my name. I also told the processor this needed to go to a manager or/and compliance this has gone too far and demanded to speak to someone that could explain to me what was going on because it seems to be an underline reason that this loan is not closed. However I didnt know that the loan was denied until XX/XX/XXXX when I received an email from the processor stating he was sorry, but the underwriter denied the loan. I received a credit denial letter dated XX/XX/XXXX. So, it looks like Newrez back dated my denial letter, because the processor was still requesting more documents on XX/XX/XXXX even though my loan was denied on XX/XX/XXXX. The postage date on the envelope is XX/XX/XXXX the same day I requested the Managers name, email and telephone number. So, Newrez issued my denial letter on XX/XX/XXXX and didnt mail it until XX/XX/XXXX, 6 days later. I was totally disappointed and disgusted because at this point the gender bias, discrimination and violations were very obvious. I emailed the sales manager ; he called me once he returned from vacation. I explained to him the above events. The sales manager held a meeting with the underwriting manager to review the loan and they stated the loan could be approved. The sales manager stated they would start a new loan and would have all the documents moved from the inactive account to the new loan. The sales manager requested the following items insurance policies on all my other properties and a copy of the XXXX on my husbands business who is not on the loan. I stated to him that my husband is not on the loan and I have no ownership interest in his business. The sales manager stated he had to have the XXXX information per underwriting. Once again a violation requesting and collecting specific personal information about an applicant that has no bearing on the applicants ability or willingness to repay the loan. I received a conditional approval on XX/XX/XXXX asking for the same conditions that had already been upload to the system on the first loan. Advised new processor I could not see the new loan on Newrez portal in order to upload documents and asked her to get the system updated. Sent several email between XX/XX/XXXX to XX/XX/XXXX to find out the update on the loan since I could not see the new loan on the portal and asking how long it would take. I was told still waiting. Received email from processor on XX/XX/XXXX that the underwriting stated they are unable to use my current salary ( XXXX income ) for qualifying since I am paid a variable rate. Per processor this put my debt to income over the threshold for approval. The processor asked do you have additional income that you have not provided. Is it an option to put your husband on the loan with you? Once again Newrez is trying to bully me and/or force me to add my husband to the loan. I emailed the processor the following response : I am not sure what you mean by I get paid a variable rate. I get {$410.00} every week, except when I was out on temporary XXXX, which I disclosed with documentation. My short term XXXX was {$900.00} a week. I am not sure what kind of business you guys are doing over there, but this is the last straw! I have been waiting for you to make a decision and close my refinance since XXXX. Now, the Underwriter says she can't use my income... that's a joke! Newrez has been out of compliance since XXXX. I have been more than patient with Newrez. Seems like there is some other underline reason this loan has not been closed by now. I am a licensed mortgage loan officer and I know that I am qualified for this loan. So, now I will be taking this situation to the next level!!!! On XX/XX/XXXX I requested a copy of both of the denial letters and the application from the processor. Shortly after Newrez received my email I sent requesting the above items I received email from the Mortgage Loan Officer that has not had any communication with me for most of the process, requesting additional documentation. I emailed the MLO that I am confused the loan was denied why are you requesting additional documentation? The MLO emailed me back the loan is still active. So, after I told Newrez that I was a licensed Mortgage Loan Officer and I know that I was qualified for the loan they found a way to process and close the loan after six months. However, I never could see the loan in the portal and I found out later why I could not see the loan on the Newrez portal. Newrez imposed different conditions on my loan based on discrimination and gender bias, reducing the loan amount from {$370000.00} to {$350000.00}. The loan amount should have been 80 % of the appraisal value {$460000.00}. Once I realized what they had done it was a few days before closing at this point. I emailed the processor asking why the loan amount had been changed, with no response and this refinance had already caused me financial difficulties. So, enough was enough and I just closed the loan! This situation has caused me and my family financial issues. The reason for the refinance was to pay off debts and to pay taxes owned for XXXX. Due to this being a 6 month process I have had to pay additional fees and interest for the federal and states taxes along with the credit cards. Because the loan amount was reduced I did not have enough to pay off the tax bills, which I will be incurring an additional late fee. Considering these blatant violations and display of gender bias and discrimination and the all-around failure to provide satisfactory service. Newrez should be heavily fined to discourage them from doing this to another borrower. Nothing about my loan changed from XX/XX/XXXX to XX/XX/XXXX with the ability to approve the refinance, except I incurred more debt while waiting for the loan to be approved. However, Newrez approved my refinance once they found out I was a licensed Mortgage Loan Officer, it seems Newrez approved my loan to cover up their disgusting behavior of discriminations, gender bias and violations!! So, Newrez should have approved this loan in XXXX or XXXX and been closed by no later than XX/XX/XXXX. So, in conclusion I understand that this compliant will be formally investigated. I look forward to hearing from you as soon as possible to resolve this problem. Please see attached emails I have several additional emails if needed. In the meantime, if you need any further information from me, please do not hesitate to call me at XXXX or email me at XXXX. I look forward to hearing from you soon. Sincerely, XXXX XXXX XXXX XXXX : Attached emails and screen shots
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX signed up for auto pay and received a confirmation text to confirm my request was received XXXX XXXX received text to confirm that my mortgage was received with conf. # XXXX XXXX XXXX received a letter in the mail saying our mortgage was past due and not paid for XXXX. Immediately submitted another payment as customer service was closed due to it being a weekend day. XXXX XXXX received confirmation text saying payment was received with conf. # XXXX - Called NewRez customer service to discuss what had happened. Person we spoke with said that the payment did not clear when it was attempted to be taken out on XXXX due to bank routing error. Representative assured me that other payment we just made did clear and we WERE NOT late as it was only day XXXX and payments past 30 days were late according to their policy. I specifically asked about credit reporting. She said that it WOULD NOT be reported to the credit bureau as again it was not 30 days late. XXXX XXXX text saying mortgage payment received with confirmation # XXXX XXXX XXXX alert from my credit app that my mortgage was reported at past 30 days late. Immediately filed a dispute with NewRez. XXXX XXXX text saying that my reoccurring payment was received but not confirmation #. Called NewRez to look into the credit dispute. They claim no issues and they are accurate.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A