Date Received: 2021-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received our XX/XX/2021 mortgage statement from NewRez DBA Shellpoint on XX/XX/2021, The statement states that the payment amount due for XX/XX/2021 is in the amount of {$1800.00} instead of the correct amount which should be {$940.00}. This XX/XX/2021 statement was generated on XX/XX/2021. Our XX/XX/2021 payment was cashed by NewRez on XX/XX/2021. The statement also indicates that our payment in the amount of {$940.00} was not applied for the payment due XX/XX/2021. We sent a payment in the amount of {$940.00} to NewRez. We sent the payment certified and with a delivery signature confirmation. Per USPS records NewRez received our check on XX/XX/2021 at XXXXXXXX XXXX. XXXX XXXX signed for the delivery confirmation. We confirmed our bank records and NewRez did indeed cash our check in the amount of {$940.00} XX/XX/2021. NewRez needs to immediately do the following : 1. Apply the payment we made for XX/XX/2021 in the amount of {$940.00} to our account and ensure that it is accurately reflected on future statements. 2. Send us an amended XX/XX/2021 statement which states the correct Payment Amount Due of {$940.00}. Please note that complaint is related to all of our previous CFPB complaints regarding the handling of our mortgage by NewRez dba Shellpoint.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing continues to service the mortgage account in error. On XX/XX/2021, Shellpoint Mortgage Statement showed the amount due {$690.00}. The payment was sent to Shellpoint on XX/XX/2021, in the amount of {$840.00}. An overpayment of {$140.00}. What did Shellpoint do with this money? XX/XX/2021, Shellpoint Mortgage Statement showed the amount due {$1200.00}, adding fees, of {$150.00} and Past Unpaid Amount of {$260.00}, with no explanation. The regular payment amount is {$840.00}, I sent two payments to Shellpoint on XX/XX/2021, one for {$860.00} and the other for {$850.00}, accidentally. Total payment to Shellpoint for XX/XX/2021, for {$1700.00}. What is the explanation for the fees and past unpaid amounts totaling {$410.00}? For XX/XX/2021, the Shellpoint Mortgage Statement showed the amount due {$420.00}. It appeared Shellpoint credited both payments leaving a balance for the next month of {$420.00}. I sent a payment to Shellpoint on XX/XX/2021, for {$440.00}. An overpayment of {$19.00}. What did Shellpoint do with this overpayment money? As of XX/XX/2021, the Shellpoint Mortgage Statement shows the amount due of {$1200.00}. They state a past unpaid amount of {$420.00}, which is a loan servicing error. My bank records are clear and prove payments for each mortgage month were either paid in full or overpayment.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I put 50 % down on this house. My loan was sold to this horrible company, NewRez/Shellpoint. I was called early Saturday morning by a person who told me my loan was 2 months delinquent and my account could be referred to a collection company. I have an 800 credit score, my bank pays my bills and I was not delinquent. I asked her why the payment was increased {$700.00} per month and she did not know. I figured it was because they added their outrageous insurance bill onto my monthly payment. Then she suddenly awakened and said it was probably the reason. I have insurance and it is paid in full. In my 35 years the lender is notified if the insurance is not renewed. But NO, this company justs adds their own insurance without notice. I have hunted for hours to find the insurance department email and/or phone number for their insurance department and can not find it anywhere. I can get on the NewRez site but that is no help. I remember when my primary home loan was sold to NewRez/Shellpoint. On the 1 year loan anniversary NewRez/Shellpoint increased my payment on that loan {$1000.00} per month. It took them 6 months to get their mistake straightened out. I was so glad when I refinanced that loan with XXXX XXXX. NO other lender, to my knowledge, does this to their customers. In my opinion, this is a SCAM on consumers. I don't know if this is even legal for them to do without any notice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a Mortgage owned by XXXX XXXX. My Servicer is ShellPoint Mortgage Servicing. My whole family contracted XXXX XXXX. I have been a very regular customer for a decade or more, until XXXX struck terror and tragedy on my family. Unfortunately, my husband died in the Hospital due to XXXX, after suffering for over 10 days. I very narrowly survived after badly suffering for 3 weeks. So also my XXXX and XXXX XXXX, who are lucky to XXXX after weeks of XXXX. I sent them the XXXX XXXX and also explained that I am mentally and physically completely drained out. I have requested the Forbearance upto XX/XX/XXXX, as per XXXX XXXX guidelines. They gave me Forbearance from XX/XX/XXXX and every 2 months, they used to harass me for extensions, instead of giving me for 6 months at a stretch. Now I am receiving harassing letters and calls saying our Forbearance period is ending with this Month and if I do not start repayment my Loan/Property will go into foreclosure. Instead of helping a widow like me, who underwent XXXX of an experience with XXXX XXXXXXXX, they are harassing me and discriminating me, as I am a helpless woman. Are they not supposed to follow the XXXX XXXX guidelines? Is there no one to regulate them and take them to task for violating the Govt. guidelines, with impunity and harassing and discriminating hapless people like me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11432
Submitted Via: Web
Date Sent: 2021-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I CONTACTED LOAN SERVICING ON XX/XX/XXXX AND XX/XX/XXXX BY EMAIL. I RECEIVED A GENERIC RESPOND ON XX/XX/XXXX AND XX/XX/XXXX. THE EMAIL STATED " WE ARE WORKING ON GATHERING THE INFORMATION AND WILL RESPOND AS SOON AS POSSIBLE. '' I STILL NOT HEARD BACK FROM SHELLPOINT. I ALSO CONTACTED MR. XXXX XXXX BY EMAIL ON XX/XX/XXXX AND HAVE NOT HEARD BACK FROM MR XXXX. THE REASON FOR REACHING OUT WE NOTICED LATE PAYMENTS ON OUR CREDIT REPORT FRO XXXX AND XX/XX/XXXX. WE REQUESTED A DEFERMENT DUE TO MEDICAL ISSUES AND LAID OFF DUE TO COVID. WE REQUESTED FOR THE LATE PAYMENTS TO BE REMOVED FROM BOTH MY HUSBAND AND MY CREDIT REPORTS. I SPOKE TO CUSTOMER SERVICE OVER THE PHONE AND WAS TOLD I NEEDED TO CONTACT THEM BY EMAIL OR DISPUTE IT THROUGH THE CREDIT BUREAUS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The house belonged to my parents, both of who have passed away. From the start, I have tried to work first with Ditech, who had the mortgage at the time, and later with Shellpoint, who currently has the mortgage. Ditech was never very helpful. From the start, XX/XX/XXXX, Shellpoint refused to provide any help or requested information or forms I needed for Probate Court. { I have attached a letter I send to Probate Judge per this. } Shellpoint did not contact me until XX/XX/XXXX and then only after I had made several attempts to contact them. I notified both Ditech and Shellpoint that the estate has run out of money, what little there was. XXXX XXXX people dont leave a lot. I notified both that we would no longer be able to continue payments for the house and have been unable to find a buyer for the house. I notified them that the house would need to go into foreclosure. At this time, I felt that Shellpoint was starting to work with us. They provided me with a contact person who I was told would handle what they called a short sale. I even referred someone who contacted my sister a few weeks ago about buying the house. Then we were served with a notice that an action has been filed against us in XXXX County ( S.C. ) Court of Common Pleas. I feel that I have done all that I can. I tried to work with both Ditech and Shellpoint in good faith. I also feel that neither Ditech nor Shellpoint has worked with me in good faith. I have attached other documents that support my views and show a history of my interactions with both. I have other forms that I can mail to you. I do not have copies on my computer that can be uploaded. One is a letter dated XX/XX/XXXX from the Judge of Probate in XXXX, S.C. ( XXXX XXXX XXXX XXXX, XXXX from XXXX XXXX XXXX, Deputy Clerk ) stating the time for filing claims on the estate is up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29045
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Shellpoint mortgagee is reporting a foreclosure on my credit report. I never had a mortgage with this company, never heard of them. I have never had a mortgage for the amounts or dates they are reporting. This inaccuracy is preventing us from getting a va home loan. I think they have something to do with XXXX. XXXX illegally foreclosed on my husband 's va home loan when they were not supposed to, but I don't understand where this shellpoint mortgage company is related to them.
Company Response: Company believes complaint is the result of an isolated error
State: TN
Zip: 37042
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Had problems with Shellpoint Morgtage Servicing Co applying my monthly morgtage payments as they used wrong a personal bank account number to withdraw funds to pay monthly morgtage payments, they claim I did not pay XX/XX/XXXX on time, but, I had sent them a payment of {$4500.00} on XX/XX/XXXX, with confirmation numnber XXXX, and I talked to a person in collections named : XXXX XXXX, who stated that those funds were " just sitting there '' and were never applied to my morgtage payments, therefore, " I never missed any monthly morgtage payments and the Morgtage Servicing Co should not have reported me to the credit bureau who, based upon the report from the morgtage servicing Co, the Credit Bureau lowered my credit rating from XX/XX/XXXX of XXXX, to XXXX in XX/XX/XXXX. I feel that is a wrong report because I NEVER ever missed any monthly morgtage payments, the morgtage servicing CO just did not apply the funds I sent them for whatever reason. I just need them to issue a correct report that I have never missed any monthly morgtage payment. I even sent them fees for late payments which I feel they should return to me and they also charged me NSF fees, even when I have always maintained sufficent personal bank account funds which I can prove by the balances on my monthly bank statements and also, all payments made to Shellpoint made on time with confirmation numbers issued by them from their online site.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In three days it will be four months ago that I applied to refinance my mortgage with NewRez. I knew it would be a lengthy processes and provided the documents and information promptly when asked. I was encountering an issue that I wanted to briefly speak to someone about and contacted NewRez on XX/XX/21. On XX/XX/21, a junior processor contacted me for more documents which I provided. He believed I would close on XX/XX/21. I was unavailable that date, so contacted multiple people to discuss by email and phone messages. No one returned any of my contacts. On XX/XX/21, I received a closing disclosure stating I would close XX/XX/21. That date passed and no one would respond to any of my calls and emails still. I finally reached a representative that said my primary contact XXXX XXXX was available to speak to me. However, Mr. XXXX refused to speak to me and never contacted me back. On XX/XX/21, a representative from the Hope program did a conference call with me to NewRez and someone had to finally speak to me. I was told someone would contact me back by XX/XX/21. On XX/XX/21 I finally received a follow up from my months of requests for help.
Company Response:
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2021 I purchased a home. On XX/XX/2021 the loan was acquired by NewRez. On XX/XX/2021 I received a letter from NewRez LLC that said their records show my hazard insurance had expired and they plan to buy insurance for my property. The letter said to call them if I have questions. The phone number in the letter XXXX XXXX ) did not work. So I XXXX XXXX NewRez and called the number I found. That was for a different company, not sure the organizational structure of NewRez, but they were able to provide the number I needed. I finally reached someone at NewRez and imagine my surprise, they had received the documentation of my insurance that very day! This was on XX/XX/XXXX. My complaints : 1. The phone number provided in the " debt collection letter '' is not in service. Consumer unable to call based on that. 2. Timing is really suspicious. They acquire a loan and don't get the insurance information at that time? Suspect. Then they wait a few months after acquiring to realize that there's no insurance and send a letter? What kind of business are they running? Then the documentation magically appears the very same day I phone them? Also suspicious. This whole thing seems pretty shady to me. Feels like they're preying on consumers who aren't going to be as diligent as I am on tracking them down and holding them accountable. In fairness, when I finally did reach someone they were super friendly and helpful. They provided me the date the loan was acquired, and answered all my questions, and patiently listened to my rant! Even offered to file the complaint on my behalf ( I mentioned the CFPB on the phone ) which I asked her to do. So that's great. I'm not really clear on whether the complaint she referred to was something internal at NewRez or if she meant she'd file something to the CFPB. So if CFPB received duplicate complaints, one from me and one from them, sorry! They win some points if that's the case for actually filing the thing.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 28212
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A