Date Received: 2021-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been an ongoing problem. Prior to my current lender, NewRez, LLC ( c/o Shellpoint Mortgage Services ) obtaining the loan I did a refi on my mortgage. Then before making a first payment XXXX XXXX sold the loan to NewRez. Since the refi was in XXXX both former lenders collected and paid the XX/XX/XXXX property tax installment. In XXXX I discovered that the County did not refund the duplicate payment but rather attributed it as early payment to the XX/XX/XXXX installment. In the mean time, NewRez has been collecting {$520.00} in escrow monthly to cover mainly taxes, as well as roughly {$130.00} homeowners insurance monthly. The escrow account balance continues to grow as they never paid the XX/XX/XXXX taxes ( since it was already paid by duplicate XXXX installment ). However, they have not returned the money but rather are keeping it indefinitely in the escrow account. The current balance as of XX/XX/XXXX statement is {$4900.00}. I have reached out over the phone and the rep told me to go to their website and request an escrow analysis. I have done so three times without successful resolution. I keep getting similar responses, such as " we are waiting for a refund from the county '' ( False, the property taxes we NOT paid by NewRez. Not refund expected. ) or " we can not do an escrow analysis on the account at this time. '' or " It will be done by end the XXXX ''. Then I reached out again at the end of XXXX and was told it would be done by the end of XXXX. The bottom line, I am being strung along and they are wrongfully retaining funds I am entitled to receive since XX/XX/XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During COVID, I couldn't make my mortgage payments. I was in contact with New-Res the entire time. This wasn't supposed to hit my credit report negatively due to circumstances out of my control. It was still reported to my credit as several 30 day lates and a 60 day late. the dates were XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020 and XX/XX/2020 for the 30 day lates and XX/XX/2020 for the 60 day lates. this has made my credit fall when these never should have hit my credit report. I have since caught completely up and fixed everything needed with the world coming back on line, but I shouldn't suffer from things out of my control with COVID. It was hard enough to get through this and I shouldn't have additional penalties now on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48423
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have an existing mortgage with New Rez. I applied for a refi to get a lower interest rate XX/XX/2021. At that time I had also applied for the same refi with my credit union who offered me a lower interest rate. New Rez said they would give me the same interest rate if I stayed with them. I agreed to continue the refi with New Rez because my current mortgage is with them and I thought the process would be less problematic. To this date XX/XX/2021 New Rez has not finalized the refi and continue to find reasons not to close by asking me for documentation I've already given them : XX/XX/XXXX New Rez requested my pension statement : I gave them the pension statement and income in the beginning of the refi and when I purchased the property. New Rez ask for information on other properties I own and I have sent them everything and they're asking for it again. It's become redundant and irritating.
Company Response:
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2021-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I received a mortgage from the Veterans Administration ( VA ) for my home at XXXX XXXX XXXX XXXX, XXXX PA XXXX. After making 22 years of payments on my loan, my mortgage was transferred to a new mortgage company Shellpoint Mortgage in XX/XX/XXXX. Shellpoint Mortgage has stated that they have no record of my 22 years of payments. Shellpoint Mortgage states that I owe them {$71000.00} and I am on a new 30 year mortgage plan. My original mortgage amount in XX/XX/XXXX was {$65000.00}. Shellpoint Mortgage is committing fraud against my mortgage, they have stolen 22 years of my mortgage payments and fraudulently put me on another 30 year mortgage. I need your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19142
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 1. I have a loan with shell point mortgage service company from XX/XX/2020 2. I did pay off the loan with early payoff the loan fine. 3. Shell point MS company were not honestly reported to XXXX about my payment record : they reported me three times pay later. these are nosence! As a financial company, they suppose not provide such fake information to hurt my credit. Actually I never pay them later. 4. Some one from shell point co, intentionally did fake information, I disputed such fake information and I also request financial organization to investigate such actions from this company. 5. this company charged me over {$5000.00} for early payoff the loan, is that legally for them to do so?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96818
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 the company informed me they are starting with foreclosure. On XX/XX/2021 I responded to email that I received from XXXX XXXX on XX/XX/2021 and I asked her why she asked me to make a mortgage payment when I am in a forbearance plan for XXXX and XXXX and I also asked her if I do as she says in her email if I make one payment she will bring my account current. Same I have called her many times and sent her extra few emails for the same question but she never responds to my email. And my forbearance was confirmed on XX/XX/2021 by XXXX XXXX. So I do not understand why this company are making me stress. One person telling me one thing and another telling me other when they are working for the same company and they need to follow the same rules. Because they are going by the account and they see what the status of the account is. When they know I am affected by COVID-19 hardship. And the company needs to follow the Governments rules. They know that before forbearance plan end they can not start with foreclosure process. What ready make Shellpoint Mortgage servicing ( " Shellpoint '' ) need to correct mistake. Like I said before they need to follow Government rules. Not to make people more depressed in this difficult times. And also I have 4 properties and it is valid for all 4 of my properties loan numbers are : XXXX, XXXX, XXXX and XXXX. Because I do not want to file 4 of the same complaints, because it is the same mortgage provider Shellpoint Mortgage Servicing ( " Shellpoint '' ) for my 4 properties that are in the same position.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
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: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Our loan was being serviced by NewRez/XXXX ( XXXX XXXX XXXX - Loan Number XXXX ) at the time COVID impacted my family ( husbands business ). I went into a foreberance plan ( total of a year ) At the ten month point I called XXXX/Newrez to start the process of reinstating my loan. They told me to call back at the 11 month point to start the process. At the 11 month point, I called again to reinstate my loan. By this time, I had an assigned person to may case. When I called the number of the person assigned to my case, I was told that everyone had the same servicer and it didnt matter who I worked with. They gave me three options which included : 1 payback the total amount owed, 2. roll the amount into the loan 3. modify the terms of the loan. I told them I was interested in option # 3 - if I were able to have a more current rate ( 2.5 % -2.7 % ) I would be able to better afford the new added burden of my husband loosing part of his business during COVID on my own. They said that there was no need to submit documentation and the said a modification at 2.7 % rate was available. They said to give them 30 -45 days and they would send me the modification in writing. At which point I would have 5 days to review and sign. At approx. 45 days I started receiving emails and mail notices of being late and not making payments. I immediately called them again. They were very hard to get ahold of but when I spoke to them they said not to worry - all communication was automated, I was still on forbearance and the offer was in the process. This continued for the next months - I would receive delinquency notices, then call, then be told that we were still in forbearance, not to worry and the modification was coming. By end of XXXX I received notice that my loan was being transferred to a new servicer - Shellpoint ( shellpointmtg.com - loan XXXX ) as of XX/XX/XXXX. I immediately called Shellpoint to voice my concerns of my loan being transferred before the modification was agreed to. I've since received a validation of debt notice from Shellpoint and and working with them - at this point they say they say that New Rez has 60 days to send over all info, but still have not received any indication that a modification was even in process.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ON XX/XX/2021 I received a notice from Shellpoint Servicing my mortgage company ( dated XX/XX/2021 ) in the mail. The notice said Shellpoint was going to add insurance to my mortgage as they had not received a copy of my insurance. ( Not true ) I sent them again a copy of my insurance. No call or email back from them. I went online and looked up my account and they deducted out of our tax escrow account funds for insurance even though I had already sent them everything they asked for. I have called in several times XX/XX/2021, XX/XX/2021, XX/XX/2021, XX/XX/2021, XX/XX/2021 and each time the agent states that they received the proof of insurance and that it will take 48 business hours to cancel their insurance and put the funds back in my escrow account. I signed in again today XX/XX/2021 and the funds are still not in my escrow account. The agent again told me it will take 48 business hours and to check back Tuesday XX/XX/2021. Starting XX/XX/2021 they are going to charge me XXXX more on my mortgage payment each month to pay off their insurance. This is fraud.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I entered into a consumer credit transaction on XX/XX/2018, with XXXX XXXX XXXX. They have assigned the servicing of my loan to NewRez Mortgage LLC dba Shellpoint Mortgage Servicing and my personal information. When I entered into this consumer credit transaction with XXXX XXXX I gave them permission to have my personal information and ONLY them, NO ONE ELSE. This goes against my right to privacy as a consumer under Federal Law 15 USC 1692 Fair Debt Collection Practices Act. Because of this, NewRez is sending me statements in the mails and attempting to collect a debt when In fact, I have never completed an application or have any contract that permits them to collect any payment from me. The Fair Debt Collection Practices Act is made to protect consumer 's, like myself, against debt collectors, like NewRez. NewRez is committing a host of violations against me. NewRez is letting everyone know in my neighborhood that I have an alleged debt by sending mail that has a logo and symbol in the contents of their communication indicating they are in the debt collection business. This is ruining my reputation as a consumer and an infringement upon my right to privacy. Pursuant to 15 USC 1692b ( 5 ) no logo or symbol should be on any contents of communication through the mail that illustrates that they are a debt collector or in the debt collection business. In NewRez mail they are collecting and sharing my personal information, going against my right to privacy. NewRez stated that " I owed a debt '' and Pursuant to 15 USC 1692b ( 2 ) no debt collector shall state that a consumer owes any debt. In the contents of NewRez mail, they are using harassment informing me that if I dont fulfill my credit obligations they will report it to a credit reporting agency which will ruin my reputation. No debt collector shall harass in the connection of any debt according to 15 USC 1692d ( 1 ). As a Federally Protected consumer, I have exercised my rights responding to this alleged debt by sending an Affidavit of Truth and Cease of Desist certified mail with return receipt but they have disregarded my Cease and Desist letter by still sending me statements to collect an alleged debt other than a specified remedy for them violating me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A