Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home mortgage and the existing loan with NewRez/Shellpoint Mortgage Servicing was paid off via wire transfer on XX/XX/2021 but is not being credited to my account until XX/XX/2021 per the NewRez representatives Ive spoken with. This has resulted in me having to pay interest for 3 days on not only a loan that was technically paid off but also on my new mortgage with XXXX XXXX XXXX XXXX. Per consumerfinance.gov mortgage payments must be promptly credited and applied to my account on the day the funds are received.
Company Response: Company believes the complaint is the result of a misunderstanding
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We applied for a refi on our home and was questioned about the report from NewRez-Shellpoint that appeared to be two missed payment on XX/XX/XXXX and XX/XX/XXXX. I manually subtracted the amount paid from XX/XX/XXXX to XX/XX/XXXX the balance amount is correct but the columns don't indicate payments. This error could have and may have effected the amount that I was charged to finance my loan. As this was shown as missed payments. I contacted Shellpoint and they reported a XXXX missed payments and sent a letter of verification to me on XX/XX/XXXX. All three credit reporting services should be notified, XXXX, XXXX, XXXX and XXXX XXXX XXXX and any other lending companies involved in this loan.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91331
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have sent via email, on XX/XX/XXXX, a package for a loan modification application, and since then I email 4 times to my direct point of contact resending the loan modification application and asking for email confirmation. As of today, XX/XX/XXXX, she still did not answered to me to confirm receipt of my loan modification application. I email as well on XX/XX/XXXX, to the loss mitigation department the same loan modification application, and they also never confirmed receipt of my application. All my emails sent to the mortgage company with my loan modification application where cc to my loan counselor, and she also didnt receive confirmation for the email sent with the loan modification application when asked. I have just come out of the mortgage forbearance on XX/XX/XXXX, and I need a loan modification in order to be able to pay going forward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my house with XXXX XXXX and the loan was sold on XX/XX/2021 to Shellpoint Mortgage Services and On XX/XX/2021 Shellpoint called me to collect a debt of the XXXX payment. However, I had paid the XXXX payment to XXXX. The agent for Shellpoint was demanding payment for XXXX payment not only was paid, but was not a debt to Shellpoint, as they didn't own the loan during XXXX. I believe this practice is in violation of RESPA and other laws.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Refinanced original mortgage with NewRez/Shellpoint with XXXX XXXX in XX/XX/2021. Paperwork was incorrect and officer told us to cross out maiden name and put new name. The old mortgage closed and the new one opened. Paperwork was not accepted with crossouts so they made an appointment with us to file the new paperwork in XX/XX/2021. We were told not pay anymore on the old mortgage as it was closing. They decided to report a missed payment to the credit bureaus in XX/XX/2021 from XX/XX/2021 even though we were told to disregard anything that came from the old loan. This brought my credit score down by roughly almost 100 points. XXXX originally immediately followed up with NewRez 's escalation team to figure out what happened back in XX/XX/XXXX. There was never any follow up and neither the escalation team or XXXX have followed up with me to get the problem fixed. We continue to pay on the new correct loan with no problems going forward. However, the old loan was clearly sloppily closed. You can see I have no history of ever missing a payment on any of my accounts. Please help address this problem and getting the one missed payment improperly applied off of my credit record. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a cash-out refinance with NewRez on or around XX/XX/2021. I wanted to take out {$30000.00} in cash to pay for improvements, including a new AC unit and some kitchen renovations. During the process, I asked my loan officer what would happen to the escrow funds on my now-previous loan, and was told by my loan officer that I would be refunded these funds after closing. After this point, my wife and I began getting estimates for a new AC unit and other home improvements. In mid-XXXX, I received an updated Closing Disclosure that indicated I would be receiving {$26000.00} in cash out instead of {$30000.00}. I emailed my concerns and my new loan officer ( who had replaced my initial loan officer ) called and told me that the amount had changed because, in part, I had to pay for the escrow on my new loan up front. I reminded my new loan officer that the previous loan officer had told me I would get a refund for my previous escrow funds, which at that point had totaled {$3400.00}. I asked if I would still be refunded this amount after closing. He confirmed I would. Because I was not getting the cash out that I expected, this refund meant I would still have {$30000.00} for the improvements we had budgeted. I signed closing papers for my loan on XX/XX/2021. Except for the cash out figure rising slightly to {$27000.00}, I did not notice anything unusual during signing. My loan funded on XX/XX/2021 and the funds hit my account the following day. On XX/XX/2021, I sent the senior loan processor on my loan an email asking when and how the refund from my previous escrow account would arrive, as had been promised to me. The processor claimed I had signed a document during closing that authorized NewRez to apply my previous escrow funds to my loan payoff. The processor sent an unsigned copy of this document, which I do not recall seeing before. My wife and I both went through my loan file provided to us by the notary several times and could not find a copy of this document. So, first, I was told I would receive {$26000.00} cash out + {$3400.00} escrow refund for a total of {$30000.00}. We ended up getting {$27000.00} and no escrow refund. Even if I signed the paper NewRez claims I did -- and I DON'T believe I did -- where did the other {$3000.00} go? As a result, we now are forced to cut our home improvement budget by 10 % or take out a second loan.
Company Response:
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to file a complaint against Shellpoint Mortgage Servicing regarding the handling of my COVID hardship forbearance. I am writing because Shellpoint still has not responded to my request to look at my loan and how it was handled when I requested a COVID hardship forbearance. I applied for a COVID hardship forbearance in XX/XX/2021. My point of contact representative is XXXX XXXX. I was told I would need to submit a variety of documents, including verification of my bank accounts and financial statements, in order to qualify for a forbearance. It turns out this is untrue as my forbearance request was approved the next day without documents. XXXX did not notify me of the approval, nor did anyone at Shellpoint. I had also requested my forbearance to start in XXXX to extend until XXXX. Shellpoint did not honor my request and instead started my forbearance backdated to XX/XX/XXXX even though I had already paid the XXXX mortgage. They approved the forbearance for XXXX, XXXX, and XXXX which went against my request. I also did not receive any notification, either via mail, email, or a message via the Shellpoint online portal, that my forbearance had been approved and that payments were suspended. This led me to send in my XXXX mortgage payment as well, as I did not want to fall delinquent. My husband and I have contacted Shellpoint around a dozen times now at this point. XXXX XXXX has not resolved the issue. This issue has also been escalated to his manager, XXXX ( I'm not sure if this is the correct name ). We have been told multiple times that she would reply and deal with our issue via phone call. We have yet to receive any follow-up phone calls from her. We have also sent numerous messages via the online secure messaging system. As of Saturday, XX/XX/XXXX, XXXX XXXX EST, all messages were mysteriously deleted from the secure messaging system. My partner, XXXX XXXX ( on the loan ), and I have not deleted any messages from the system for record-keeping. They appear to have been deleted on Shellpoint 's side. These messages were still available for viewing yesterday, Friday, XX/XX/XXXX. To illustrate my case : My XXXX statement shows no indication that my mortgage request for COVID hardship forbearance has been approved and that my payments have been temporarily suspended. The statement appears as a normal statement and that the full payment amount is expected for XX/XX/2021. I am happy to supply copies of all statements to show how Shellpoint purposefully hides or obscures information so the loan status and payment status are unclear for the customer. What I am asking : 1. I am asking Shellpoint to respond to my calls with an appropriate supervisor and to restore all messages in the secure messaging system. Deleting messages is illegal. 2. I am asking someone with the authority at Shellpoint, which is likely a manager or executive, to look at our case and explain why we were never notified that our forbearance was approved. 3. I want an explanation why there is nothing on my account or account statements that shows I am in active forebearance. 4. As I have requested several times from Shellpoint, I want my XXXX and XX/XX/2021 payments returned to me. I also want my forbearance period to be changed to XXXX to XX/XX/2021 in recognition of the error on Shellpoint 's end. 5. I am also requesting that my case be elevated to a manager or executive level. I do not wish to deal with XXXX XXXX, the point of contact for my case, as he was the one who provided a lot of the incorrect information and failed to notify us that we were in active forbearance. He also failed to explain that the forbearance would be backdated to XX/XX/XXXX and claimed that this was standard procedure when I questioned him about it. He should not be allowed to deal with my case any longer. I understand that under Section 6 of RESPA Shellpoint is required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. Our requests have been outstanding and unanswered since the beginning of XX/XX/2021. Shellpoint has already passed the required period allowed by RESPA for a response. I am happy to provide any and all documentation necessary to explain my case. I am expecting a resolution, following the demands above, ASAP as per the regulations. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/2021 we sign an agreement with shell point mortgage we enter into a trail period plan for thee monthly payment of XXXX a month witch we made on time on date as follow XX/XX/2021 for XXXX, XXXX, and XXXX wile are mortgage was being process for a loan modification during the period of the trail, there reported to the agency`s to late payment for XXXX and XXXX wrong fully, we made Attempt to resolve this issue to no avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Our mortgage loan was sold to Shellpoint/newrez, which has provided false and misleading information to us regarding our Covid forbearance, turned down at the end of our deferment period adding payments to backend of our loan despite saying we could do that, said that during the review process that they would not notify credit agencies that we were late while still in their review process but notified them anyway leading to a 50+ point drop in my credit rating overnight which has put my career in jeopardy and prevents me from obtaining alternative and/or additional financing to bring the loan current, on which they will not allow me to begin paying unless its its the total outstanding balance ( $ XXXX ), which is unrealistic. Help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19380
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My account was transferred effective XX/XX/XXXX. As of XX/XX/XXXX I had not received a welcome package and when I called Shellpoint I was told they had no account with my name. I received a welcome package on XX/XX/XXXX. I again called to make a payment and was told they did not have full access to my account information and that once they did they could go over my account. I received a mortgage statement on XX/XX/XXXX and again called to attempt to make a payment. I was told they were not able to because they were missing disclose forms. I asked to speak to a supervisor and was told one was not available. The account was transferred without my input to a company that has demonstrated a lack of professionalism in processing new accounts in a timely manner or providing me with information on my account. I am attempting to purchase a new home and unable to bring my account current.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A