Date Received: 2021-08-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: As of XX/XX/XXXX I received an email about my credit report on XXXX. NewRez LLC/Shellpoint Mortgage marked XXXX of XXXX as a late 30 day payment. My score dropped XXXX points. This is impossible as I sold my home, closed and paid loan in full XX/XX/XXXX of XXXX. I have been in contact with Shellpoint the last 4 months trying to fix payments marked as late. I thought the issue was resolved as XXXX and XXXX showed the months of XXXX XXXX as current, XXXX as 30 day late, and XXXX and XXXX were marked as " D-No Payment History Reported/Available For This Month '' and XX/XX/XXXX showing CLOSED. I opened a dispute with XXXX XX/XX/XXXX to update credit information and the report is completely different then what the other two agencies are reporting. Due to their errors I am now not able to get a loan because they reported a late payment for this year. They also did this to my husband 's credit but reported the month of XX/XX/XXXX as 30 day late.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ND
Zip: 588XX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/12 a XXXX ( IRS form ) was issued to me for a HELOC / 2nd mortgage dated XXXX from XXXX California. Ditech aquired my loan approx. XXXX Ditech hired XXXX XXXX Co XXXX to collect on the canceled debt. I have spoken to Ditech several times over the years. My tax account has contacted Ditech, explained the 1099-C IRS form to them. Can not collect on a written of debt. Shellpoint will not release a lien on my property. I have sent copies of all the account transfers to Shellpoint. They are stating the account number on the 1099-C do not match the account number they have on file. The original account has been transfered to various companies 3 times. I have given this information to Ditech. Now I am trying to refi my home and they want the original amount paid. At this time I am unable to refi do to the illegal lien. The debt was written off XXXX- still to this date Ditech is demanding payment. The statue of collection has expired. Shellpoint has gone as far as to say I have had 2 HELOC 's
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage is serviced by Shellpoint Mortgage. I exited forebearance XX/XX/XXXX. We were on forebearance due to XXXX, both my husband and I became XXXX and my job was lost due to the pandemic. I recently gained full time work and we contacted Shellpoint and followed all directions to exit forebearance, modify the loan and restart our payments. I have made 2 trial payments and will complete my third trial payment in 1 week, all within 45 days, ahead of the three month schedule provided. Shellpoint Mortgage reported my account to all credit agencies for delinquent over 30 days for the full amount of the forebearance back pay owed, {$32000.00} on XX/XX/XXXX. No mention is made in the credit report that I am in trial payments, current on trial payments and awaiting the final documents to modify loan. It does not mention that I was in forebearance due to COVID. My credit score dropped almost 100 points severely affecting my families ability to complete a refinance of the same mortgage to bring it current. I have a XXXX federally backed loan. I am not currently delinquent on my account and the report was not an accurate or necessary step by Shellpoint mortgage service. I contacted Shellpoint Mortgage and they sated this was allowed because they are reporting the " true '' facts of my mortgage. I asked how I could have prevented this reporting. I was told that only if I had made a lump sum payment of the total amount of forebearance and brought the account current would have prevented me from being reported delinquent on my account. Shellpoint suggested I focus on my repayment and not my credit report in our correspondence. I have spoke with the HOPE hotline and CFB and was advised the report of delinquency on my credit report was not consistent with direction provided by XXXX XXXX to mortgage servicers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold and Shellpoint Mortgage Servicing handles the payments. They direct you to go to their website, but their website does not work. www.shellpointmtg.com and XXXX, I log in and it just gives me a blank screen. I've talked to them numerous times about this issue ( IT service request # XXXX ). At one point in time when you'd log in the screen would jump around, but at this time it is only blank. I have called them and tried to figure out if it's a browser problem but they were no help. I have tried on XXXX and XXXX XXXX and the same issue happens. I own XXXX homes and have XXXX mortgages so I know how important it is to be able to go online and be able to get information about your loan and download documents. Screenshots are attached in one pdf. 1st screen is where I log in. 2nd page is after I've entered my login info.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez/Shellpoint. I have been current in all my mortgage payments. I received a call early Saturday morning telling me Shellpoint Servicing for NewRez was calling to collect a debt which could result in foreclosure but he did not know exactly for what or how much. After I asked several questions I deduced it was the mortgage payment. I called the number he gave me on Monday and got nowhere. In fact, I called all the numbers I could find on the internet and got me nowhere. I finally got a reply when I complained on XXXX. They purchased my loan, I got a letter and set up auto pay with my bank but they never sent me any statements after that. They never picked up my insurance coverage with the last lender but were charging me {$800.00} per month for the last 4 months for insurance that I already had on the house. The house payment is {$1100.00} per month.They were sending the statements and all mail to this vacation home in which no mailed is delivered to anyone up there. They are still sending me emails that I owe them this money after I have cleared this up with them. I recall a loan, 3 years ago on my primary house, also sold to them and they were charging me {$1000.00} per month for insurance I already had. It got so bad I just refinanced with another lender. NewRez and Shellpoint are basically the same company however I found one side does not know what the other side is doing. In my opinion, it is a scam they have going to foreclose on people that do not understand the industry. NewRez/Shellpoint should be contacted and instructed to stop charging outrageous fees for home insurance 4 months after the fact when they have not done their due diligence to make sure they have acquired proof of insurance from the last lender and the mailing address is correct. They have a copy of the deed which shows the correct mailing address so they have no excuse. Odd they contacted me by phone after charging me for 4 months for home insurance, {$3200.00}, instead of calling me in the first place. I would not be surprised if other homeowners paid their fees just to get them from harassing them further and fear of foreclosure. This is a horrible way to do business and have never had this issue with any other lender. I would think this would be against Fair Lending, U.S. Department of Housing and Urban Development ( HUD ), Full Disclosure laws and the Department of Real Estate laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender Placed Insurance fraud, Proof of Insurance provided to mortgage servicing company Shellpoint Mortgage Servicing, received letter stating funds removed from escrow account would be refunded, funds never refunded, additional " Lender Placed Insurance charges removed from my escrow account, mortgage servicing company started applying miscellaneous fees to my mortgage account to compensate for fraudulent Lender Placed Insurance charges against my escrow account never refunded as per letter from Shellpoint Mortgage Servicing, all of my payments have been made on time, they have not been applied to my mortgage properly, nor have the funds for the fraudulent Lender Placed Insurance charges been refunded to me or my escrow account, additionally Shellpoint Mortgage servicing returned several of their other customers live mortgage payment checks to me, somehow associating them with my account, my account is now so far off from accurate, I don't know how to correct myself or force Shelllpoint mortgage to correct all of these fraudulent charges and my escrow account balance. All of these fraudulent charges have caused my credit rating to be destroyed in addition to the problems with my escrow and mortgage, I need real help. I am XXXX and a veteran. Shellpoint Mortgage Servicing account # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60050
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been working with the Mortgage company for over a year with this same problem The Mortgage company continues to report missing months of payments. We have sent documents to provide proof of payments made and received by this company. They have sent default letters and return payments back to us, stating we are 90 days overdue. We asked in certified mail to send us confirmation of proof we are behind. We have never gotten a response with this information requested. They have add insurance cost to the mortgage payments. We have provided documentation from the insurance company with proof of insurance on this property. They continue to overlook all the efforts we tried to handle it between us I feel it time to contract or try another way to get this problem corrected. I am open for advise on how or what we need to do so e can end this matter. False information is been reported to Credit Bureau and need to be corrected on our Monthly Statements also. All we are asking is to provide information confirming missing payment, because our records do not show anything missing. ( payments nor insurance ).
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 My husband and I decided to refinance our home loan with XXXX XXXX XXXX XXXX. When we decided to refinance our loan we also decided going forward we would waive our escrows and pay them ourselves. We received a Mortgage Statement in the mail from our previous mortgage company Newrez with a statement date of XX/XX/2021 due on XX/XX/2021 letting us know that our current escrow balance was {$4100.00}. On XX/XX/2021 XXXX XXXX XXXX XXXX ordered a payoff from my loan with Newrez. The payoff had a principal balance of {$310000.00}, interest to XX/XX/2021 {$660.00} ( this was later updated on the Final Closing Disclosure adding 5 more days with an additional {$160.00} in interest making my payoff good thru XX/XX/2021 ). A release fee of {$25.00} and Funds owed by borrower {$590.00}. At the time my total payoff was {$310000.00}. After speaking with the processor at XXXX XXXX XXXX XXXX I told her my mortgage payoff should not be that high. At the time I didn't have a copy of the payoff in hand and the processor said she didn't know what the {$590.00} charge was for. After getting off of the phone with the processor at XXXX XXXX I called Newrez and asked to speak to someone in the escrow department. I was transferred to Customer Service instead. I was told there was no escrow department. The Customer Service Rep at Newrez said the {$590.00} fee was to cover my MI payment. I asked if the MI payment could be taken out of my escrow account like it had been over the past year? The Rep said she was unable to have the MI deducted from my escrow account because the system wouldn't allow her to do it that way. On XX/XX/2021, the day of my refinance, the balance in my escrow account was {$4100.00}. That same day Newrez took out {$290.00} for my MI payment, leaving me with a new balance of {$3800.00}. On XX/XX/2021 the day my refinance funded Newrez added back into my account the {$290.00} that was taken out on XX/XX/2021 bring my balance back to {$4100.00}. After my loan funded with XXXX XXXX receiving an escrow check in the mail in XXXX. When I noticed the amount was not {$4100.00} I called XXXX to find out why the check was only in the amount of {$3800.00} instead of the full amount? This amount would have been fine if I hadn't already paid the full amount of {$590.00} for MI at closing. I was told that the MI payment needed to be paid and that the check was the correct amount. I informed the person I was speaking to that the MI amount of {$590.00} was added to my loan payoff and the MI payment was paid at the closing, therefore nothing should have been taken out of my escrow account. Customer Service said they could not resolve the issue and I would need to email XXXX about the matter. I've emailed XXXX with copies of my escrow history and a copy of the loan payoff that was paid at closing with the MI charge three times. I've called Customer Service several times and they still believe that taking the money from my escrow account bring my MI current AND collecting the same amount on the loan payoff that was paid at the closing was the correct thing to do.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on a forbearance plan with Shellpoint mortgage and we agreed to restart payments in XXXX and instead I received bill saying I was past due and owed for the month of XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am resubmitted my complaint based on RESPA 1024.35 Error Resolution Procedures. I filed a complaint against Shellpoint on XX/XX/2021 due to undue burdens on lender-placed insurance. They responded on XX/XX/2021 and willfully or intentionally removed/did not provided enclosures ( letter dated XX/XX/2021 ) showing that I provided sufficient evidence of insurance coverage. After receipt of their response, I have not heard back from them to remedy their omitted documents.. I also replied to their request for the condo master policy to be updated and it was received. I have issued a formal complaint against Shellpoint and request the investigation into XXXX XXXX into either bad record keeping, negligence, and/or intentional harm and placed lender-insurance against me. I have provided my letter and grievance to the AL state banking board and all documents of evidence to support my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A