Date Received: 2021-08-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX has wrongly put late paymnet on my account. i have conteacted XXXX in XX/XX/2021 but no issue resolved. I have contacted company new rez for this and they said its XXXX who has reported wrong. I am attaching letter from new rez company. I am strugling to get loan since becuase of wrong details on my account. can you please fix remove it from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer is New Rez. They are stating that they never received my payments for XXXX and XX/XX/2021. I contacted my bank ( they were sent through my bank 's bill pay ). They provided confirmation of payments. I have verbally told New Rez this, sent them these statements via snail mail ( with confirmation of delivery from XXXX ), faxed, and emailed them the proof of payments. However, it is now XXXX, and they are not recognizing the payments. Can you please help me? Thank you!
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I originally had a {$160000.00} loan with XXXX XXXX in XX/XX/XXXX. The loan went to DiTech XXXX, and then ended up with NewRez. I paid the balance of the loan on XX/XX/XXXX, it was {$74000.00}. I have spoken to numerous representatives over at NewRez and they all state that there is a XXXX Balance. However, when I went to sell the property, the title examiner is saying that there is no discharge or lien release of that original {$160000.00}. So they are holding back my money until I can get this resolved.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MA
Zip: 02721
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred to NewRez LLC. Twice in the 6 months they have been servicing my mortgage they have taken unauthorized disbursements from my esrow account to make payments that are unnecessary and unauthorized. The most recent one occurred on XX/XX/2021. As of this moment they have not reversed the charge and my escrow account is missing {$2200.00}.
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: 70115
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted my mortgage holder XXXX XXXX at XXXX in an effort to have them give me access to my mortgage information via the internet. I have contacted them no less than 6 times for this matter. Each time I am told they will turn it over to their IT department and someone will fix the issue. I have two pending case numbers with them XXXX XXXXXXXX and XXXX XXXXXXXX. My most recent conversation was on XX/XX/2021 with customer service. I was told again this matter would be sent over to their IT department and it would be handled. This is a real issue. I am not able to check on my balance. I am not able to pay an additional amount towards my principal or my escrow. The website has no guts to it. It is a blank white page. I have included a snap shot.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made 4 payments on my mortgage. The first one to XXXX XXXX and 3 of them cashed by Shellpoint. On XX/XX/XXXX XXXX XXXX confirmed they sent their payment to Shellpoint. Yet, Shellpoint is saying I have made only 3 payments. I have provided support for all 4 of my payments numerous times. I have spoked to 4 different people. Yet, they still say I owe one payment. I asked them if they received the payment from XXXX XXXX and I hear different answers from them. So I am not sure. I believe XXXX XXXX that they sent over the payment. But Shellpoint isnt even looking for it even though I have requested this numerous times. They are XXXX and crooks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07076
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My new mortgage servicer Shellpoint Mortgage Servicing requires additional insurance coverage which wasn't required at the time of the original loan. When they initially requested proof of insurance, I sent them exactly same hoa master policy that i had submitted for loan approval. Shellpont said they'll reverse premium charged on my escrow acct ( now~ {$1800.00} ) and to wait for notification in the mail. Didn't receive any notification. Only learned today they charged for additional insurance H06, which wasn't required at the time of original loan, at an exhorbitant price, like 10x market rate. How could they change the terms of the original loan?
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since, I filed my complaint near the beginning of XX/XX/2021 today XXXX XXXX shellpoint is continuing to harass me. They know in XXXX of 2021 XXXX XXXX my bankruptcy attorney sent them a letter stating my bankruptcy had been paid off it is called a discharge letter. Shellpoint, continuing to a debt collector not a mortgage company refused to put my address in the system correctly causing me to get behind on payments now sent a inspector out to my house today to take pictures. Proving they are trying to steal my home from me. They are using illegal debt collector practices. I've contacted there attorney Monday telling him the issues he sent them a email expressing for them to fix the issue this makes 4 cfpb complaints against shellpoint in 2 years of service. Shellpoint, is a debt collector not a mortgage company listen to their recording when you call to make a payment. Violation of bankruptcy code for a debt collector to have the loan in the first place
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: While working with NewRez to try and refinance our home, they continually attempted to schedule closing dates next day, but refused to provide final closing disclosure document. They rescheduled closing several different times because they had not completed documents on their end. Each time when they scheduled closing, we would request an updated final closing disclosure and they would repeatedly ignore our requests. When they finally provided the document, they provided it an hour before they had scheduled for us to close. The disclosure had inflated numbers that had not been communicated to us and they had changed our interest rate and inexplicably increased closing costs by about {$900.00} from what we had agreed on.
Company Response:
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2021 My hardship began on XX/XX/2021, my home was broken into, my wife and I were in stubbed multiple times. We were XXXX XXXX. I was XXXX for over a month. I lost my income, so did my wife. We also lost our rental income due to the Covit-19 Pandemic. We were left in a very bad financial situation. It was hard to keep up with all our financial obligations. We reached out to Shellpoint Mortgage Servicing for help. We submitted a loan modification application. After six months reviewing the application, I was told that I would get an estimate trial monthly payment of {$2100.00}, with a dawn payment amount {$6500.00}. ( Please see attached email notice, proof of payments. ) On or about the XX/XX/2021, after the 3-month trial payments, we received a permanent modification agreement, with a new monthly payment {$3200.00}. A XXXX dollars higher than our previous monthly payments which were {$2300.00}. Shellpoint it is servicer with a very bad record on helping home owners. I am writing this complaint to also help other homeowners that have been harmed by Shellpoint. Shellpoint failed to provide us with the available options for home owners, who lost rental income with the covid-19 under the New York Law, such as to have the arrears accumulated during our hardship period added to the back of our loan, with no additional interest, late fees, or penalties ; The option to assume our regular monthly payments of {$2300.00}. We can not afford an increased of {$1000.00} in our mortgage payments. We should not be penalized for such horrible stubbing ordeal that my family had to endured. BY THE INTERVENTION OF AN INVESTIGATION OF THE CFPB IT WILL HELP TO PROTECT MY CONSUMER RIGHTS, AND HELP ME KEEP MY HOME. Very truly yours, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A