Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got a XXXX-family house loan with XXXX XXXX in XXXX, NY for XXXX XXXX XXXX, XXXX, NY XXXX XXXX The problem I have is a recurrent erratic, this bank made for servicing my loan. For several times maybe ten times that although I make payments, the bank said I did not make the payment. One of the worst thing that happened is about a year ago, erratically, one employee sent me an email that the loan was transferred to SHELLPOINT and so I sent the payment to SHELLPOINT which the bank cashed and reimbursed and I sent the payment to XXXX. I have made many attempts to communicate with XXXX XXXX of XXXX about the " agreement '' that I will have to resume the regular payment after the forbearance. I also have reminded them time and again that I made {$10000.00} payment for late payment that I did not caused because of erratic emails and bank statements I am getting The payments the bank asked is far more that the signed agreement and so I paid, {$10000.00}, {$9000.00}, {$8500.00} etc. XXXX keeps on asking for late payment, I did not make. Many times even when the bank cashed the check, they sent me email saying that I did not make the payment. This XX/XX/2021, they emailed, mailed me notice that the loan will be transferred to SHELLPONT and so I reminded XXXX XXXX, MS. XXXX, and XXXX XXXX by email several times. I also told them that I spoke to XXXX people at the bank about the problem reminding them to correct any error before moving the loan to SHELLPOINT. I communicated also to XXXX XXXX at SHELLPOINT about the years of problem with XXXX and then yesterday I got an email from SHELLPOINT reminding me that they did not receive the payment although they cashed my XXXX XXXX check on the XXXX of XX/XX/2021. I emailed XXXX ladies from XXXX XXXX about this that I begged from them to correct the mistake before sending the loan to SHELLPOINT. Now it is again happening with Shellpoint. They cashed the check and email me that I made not payment XXXX ALSO REPORTED IN MY CREDIT REPORT THAT I MADE LATE PAYMENT. Please help me solve this recurrent problems. If I am going to REFINANCE, the loan keeps on going UP because of the closing cost. I refinanced because I had problem with the other BANK before XXXX I suffered the CLOSING COSTS yet the LOAN went WILD AND WORST than I exoected
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NV
Zip: 89120
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a letter from XXXX XXXX dated XX/XX/XXXX, informing me that our two mortgage loans were being sold to Shellpoint Mortgage Servicing and that payments due after XX/XX/XXXX, should be sent to Shellpoint. I waited until the XXXX to hear from Shellpoint but received no further information. I called them on XX/XX/XXXX and was informed that I should wait until they send me their first monthly statement. They said we have a 60-day grace period to make payment due to the transfer of servicers. On XX/XX/XXXX, I received a letter from XXXX XXXX with no return address or other contact information. This letter told me to make the mortgage payment to XXXX XXXX and further, said, PLEASE DO NOT MAKE PAYMENTS TO THE NEW CREDTOR. I immediately paid XXXX XXXX electronically, for both loans. On XX/XX/XXXX, XXXX XXXX returned on payment of {$1800.00} XX/XX/XXXX email today, I received an email from Shellpoint saying they have no record of my payment for loan # XXXX. There was no further information as to what property it related to or, how much I owed. I tried several times, to call Shellpoint 's contact number ( XXXX ) as posted on their website as well as on their email. Each time, an automated message told me that this is not a working number. AT NO TIME THUS FAR, have I received any communication ( except email on the XXXX ) from Shellpoint, to inform me as to where I should pay and what reference numbers I should use.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i was told my Covid forbearance has ended ; i then tried to work out a repayment plan with Shellpoint including the possibility of additional payments being deferred to the end of the loan i was told due to my income level there was no possibility to be worked out and if i do not come up with all XXXX the entire amount of the Covid-related missed payments i would be foreclosed upon immediately ( unbelievable! ) ; compounding matters i have been making partial payments for the last 4-5 months ( escrow only ) and i was also told i am entitled to an additional month of deferment but i can not get it please help me as i want to work out a structured settlement but the rep-manager, XXXX XXXX is not being cooperative whatsoever! thank you in advance for your help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was approved for a forbearance on XX/XX/XXXX due to a loss of income caused by Covid-19. My account up until then was " Paid as agreed '' and " Account in good standing '' and pursuant to the CARES Act, the credit reporting during any accommodation will reflect the status of the account before entering into the accommodation. Shellpoint extended CARES Act credit reporting protections to all homeowners affected by COVID-19, regardless of any official loss mitigation workout plans. They informed me that my credit protections would be expiring on XX/XX/XXXX, unless I was still on a forbearance plan, in which case the protections would remain until the forbearance period expired. However, I was approved for a Streamlined Modification and made my first trial payment before the expiration of the credit reporting protections to fulfill the requirements of the modification agreement. I was approved for this Streamlined Modification on XX/XX/XXXX to bring my account current and made my First Trial Plan Payment on XX/XX/XXXX. Therefore according to the CARES Act, my credit reporting protections apply throughout the period of loan modification accommodation as long as I have fulfilled the requirements of the modified payment agreements and the agreement is made between the period XX/XX/XXXX and 120 days after the date of national emergency declaration for the coronavirus is terminated. I have attached documentation from Shellpoint showing that I was approved for a Streamlined Modification on XX/XX/XXXX and proof that I have made my first Trial Plan Payment on XX/XX/XXXX. Also I have attached documentation from Shellpoint stating that my credit protections would be expiring on XX/XX/XXXX, unless I was still currently in a forbearance plan, in which case the protections would remain until the forbearance period expired. Credit Protection During COVID-19 ( 4021 ) : The CARES Act requires credit reporting agency data providers, including credit unions, to report loan modifications resulting from the COVID-19 pandemic as current or as the status reported before the accommodation unless the consumer becomes current. This requirement applies throughout the period of accommodation. Loan modifications may include, but are not limited to, forbearance and modified payments. This requirement applies only to accounts for which the consumer has fulfilled requirements of the forbearance or modified payment agreements. This protection is available beginning XX/XX/XXXX, and ends 120 days after enactment, or 120 days after the date the national emergency declaration for the coronavirus is terminated, whichever occurs later.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92831
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filled a dispute in regards to incorrect items on my credit report. It has been well over 30 days I haven't received any investigation results.
Company Response:
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Three ( 3 ) mortgage servicers erroneously reported my mortgage as late on various dates ; beginning from XX/XX/XXXX through XX/XX/XXXX. I engaged a law firm to conduct a formal and written audit as the account was serviced and transferred from each servicer. Upon receiving the report showing substantial inaccuracies in the servicers reporting of those mortgage payment lates, I first disputed them with the three credit bureaus ; beginning on XX/XX/XXXX. When the credit reporting was not corrected, I then ( in writing ) began disputing the erroneous information directly with the servicers on XX/XX/XXXX, including a copy of the audit report. To date, the servicers and the credit bureaus have not corrected the information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91941
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Shellpoint Mortgage Services/NewRez : I pay my mortgage on the first of the month. This is the second time they say the have not received the payment. I'm getting a call a day, even on the weekends about refinancing that I have never requested. When I ask about my payment they say that the mail is running two weeks behind ... ...
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021, I applied online to New Rez Mortgage company to refinance my mortgage to a lower rate. My current rate is 5.25 %. I worked with Ms. XXXX XXXX and was doing what was requested of me. Out of the blue, I received a notice of incomplete application letter via USPS, dated XX/XX/2021. The letter stated certain documents were required that I needed to provide. I emailed Ms. XXXX on XX/XX/2021, expressing my concern about the lack of communication. My email was not responded to. I emailed the requested documents to Ms. XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX. To date, I have not heard anything else about my application.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Had opened the below mentioned complaint. It was still not completely resolved and the complaint ticket was closed. Henceforth I am opening anothe ticket to continue the complaint until completely resolved. RE : Complaint ID # : XXXX Submitted on : XX/XX/2021 Product : Mortgage Reference # : XXXX Property : XXXX XXXXXXXX XXXX XXXX XXXXXXXX, NJ XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: pripr complaint filed with CFPB on XX/XX/XXXX and New Rez responded on XX/XX/XXXX, CFPB # XXXX, copies of documents to be attached. NewRez increased my mortgage payment in XX/XX/XXXX by almost {$500.00} due to a computer error on their part where my tax bill was doubled. I paid the bill the first time then called to find out why my payment jumped so much. I was told the computer erroneously doubled my tax bill and a request to fix it was made by Customer Service. i received new escrow analysis and it wasn't fixed so I called again at the end of XX/XX/XXXX. Customer service told me to call back in a week or so to see if it was fixed as she sent another very specific request to correct it. I called back In XX/XX/XXXX, the correction still hadnt been. New Rez 's agent told me to just pay my normal payment, less the incorrect extra escrow of almost {$500.00}, as she also sent in a request and it should be fine. New Rez received the money but did not apply it to my payment and just held it because i didn't pay the extra {$500.00}, which was an admitted mistake on their part. i did pay an extra $ XXXX+ in XXXX even though i was told the escrow problem had been fixed but the computer would not accept the change until the following month ( again ... their mistake and computer issue, not mine ). I complained and they sayed they would not send derogator info to my credit bureau reports in the XX/XX/XXXX letter and showed that they hadn't. this loan was then paid off in full at the end of XXXX XXXX amazingly, now, which is 2 months after their letter and 1/1/2 months after this loan was paid off prior to the next payment being due, my credit reports are just now showing derogatory statement from New Rez that I paid my payment 30 days late. i DID NOT pay my payment 30 days late, they held my payment. they expected me to keep paying {$500.00} extra per month due to their computer error doubling my tax bill even though they admitted they made a mistake This is not fair and fraudulent practices. I believe they are only now reporting this info as a punishment to me for filing a complaint against them with CFPB. I want this derogatory information removed immediately as this is impacting me refinancing at a cheaper rate.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 38583
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A