Date Received: 2021-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX I entered into a mortgage forbearance with my loan servicer XXXX. In XXXX of XXXX my account was transferred to Shellpoint Mortgage servicing. When they received the loan they immediately began reporting the loan as severely delinquent. I provided proof to them that I was in a forbearance. In XX/XX/XXXX I spoke with Shellpoint and they we entered into a loan modification starting in XXXX. I have made each of the three payments for XXXX, XXXX and XXXX in a timely fashion but they have now reported that I have not made the payments and are reporting me 120 days late on my credit. I have written to them, spoken with them and e mailed them to no avail.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I initiated a mortgage refinance application with NewRez LLC in XXXX of 2020, after several months and many submissions and appraisal expenses they failed to provide the refinancing as promised ... and at the promised rate.. I was sent several messages indicating the loan was approved but after working with the 8th different person they informed me two weeks ago that I needed to bring {$18000.00} to closing if I expected the rate which was " locked-in '' in XXXX of 2020..or to approved a rate hike.. In the end and after almost 6 months, I withdrew as I need to get the refi accomplished.. I think this was very underhanded..
Company Response:
State: IL
Zip: 60002
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I loan # XXXX I started this refinance in XX/XX/XXXX on XX/XX/XXXX they sent me an E Mail to singe docs an it was for {$220000.00} {$190000.00} pay off my current mortgage and a bill for {$26000.00}. I was told by an E Mail there trying to close on XX/XX/XXXX E Mail dated XXXX XX/XX/XXXX I tryed to get a hold of the loan processor XXXX XXXX and loan officer XXXX XXXX NMLS ID XXXX and XXXX nhls XXXX. Then I just got anther E Mail saying that my loan went up to {$230000.00} I sent out E Mails and phone calls .these was from XXXX XXXX I ask him if thy were trying to embezzlement me or scam me, he came back answered cam back real fast. I usually don't get answer. and he wanted to stop the refinanceing I have been working with this company NewRez sent XX/XX/XXXX and they stop it XX/XX/XXXX and then they started it back an said it would in XX/XX/XXXX and they were giving me the run around agine, the thy told me it was in underwriter an should should by the end of XX/XX/XXXXand then this happened .I am getting my attorney involved in this in my opinion it seme like discrimination! I ask them on 4 or 5 time if thy were going to do this refinance, NO ANSWER! XXXX XXXX said this is normal to change it! Thank You XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: AZ
Zip: 85350
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filling this claim against my mortgage servicer. They have refused to provide ANY paperwork directly to me, they have been sending all correspondence related to my mortgage servicing to their lawyers office. I have written and spoken several times with them regarding this issue, to no avail. They continue to purposely neglect to send my legal correspondence to me to this date. Additionally, they have been manufacturing and applying late charges, home inspection, to my mortgage account on a monthly basis. They have been using the illegal tactic of " pyramiding '' late charges to the tune of {$9400.00} to this date and counting. They have also charged my mortgage account for XXXX of dollars on " home inspection fees ''. And they have charged my account for " legal fees '' paid to their legal counsel and applied those charges to my account, disguised as " late payments ''. They have also ruined my credit by posting this criminal entries with all 3 credit bureaus. There are numerous illegalities that this company has perpetrated against my person and my families well being. Please, look into this companies abhorrent and illegal collection practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in regards to a mortgage statement we received from our servicer NewRez LLC DBA Shellpoint Mortgage Servicing with a Payment Due Date of XX/XX/2021. XXXX. The statement shows the Payment Amount as {$0.00}. Why is the Payment Amount shown as {$0.00}? XXXX. What is the Attorney Cost Disbursement charge in the amount of {$350.00}? The only payment that we owe NewRez LLC DBA Shellpoint Mortgage is a principal, interest and escrow payment. The above referenced Mortgage Statement has a Payment Due Date of XX/XX/2021 but we did not receive this statement until XX/XX/2021.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a equity line of credit with XXXX XXXX, MN. When I refinanced in XX/XX/XXXX, the loan was satisfied. I was notified by XXXX that Shellpoint was my new servicer in early XXXX. I couldn't figure out why I was getting correspondence from Shellpoint in XXXX and XXXX, so I just disregarded any info from them. In XX/XX/XXXX I received a notice from Shellpoint that I had a 60 days late notice. I immediately contacted Shellpoint to inquire on how I received a late notice on a {$0.00} balance account. I told them that the account was satisfied in XX/XX/XXXX and there no balance on the account, so I wanted them to reverse my late notice. They told me that they didn't know that the HELOC was a {$0.00} balance and said I needed to contact the prior servicer ( TCF ) and get a release. I contacted XXXX and got a release which I then forwarded to Shellpoint. On XX/XX/XXXX statement, they still had my 60 days late, so I contacted them again. They said it could take up to 60 days for the notice to be removed. I filed a dispute with XXXX in XX/XX/XXXX ( When I went to purchase a new vehicle and my payment was higher than expected because the late notice on my report ) and the dispute came back unresolved. I filed another dispute in XX/XX/XXXX and that dispute was resolved. Thank you, XXXX! To this day, I have never received any correspondence from Shellpoint explaining how they could charge my account past due with a {$0.00} balance. I have included 2 documents. One is the release from XXXX and a copy of the XXXX report showing the 60 days late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I refinanced our mortgage XXXX of last year wot NewRez Mortgage services. Our old mortgage was with NewRez and new mortgage is with them. So this should have been a rather seamless refinance. XXXX was our first payment with the new account. Since our payment was auto-draft, we inadvertently paid our XXXX mortgage to the old account. Well, every since that has happened I have been trying to reconcile the mortgage with NewRez. I've been calling them every month because they continue to show that my mortgage is behind a month and I have been incurring late fees. When I call and speak to one of the representatives, they say that they see where we paid the XXXX mortgage to the wrong account but they can't move the payment over to the new account. Every month that I've called since this has been happening, they say they will mail the XXXX check to me so that I can apply it to my mortgage and solve the issue. The check is never mailed to me and now my credit score is declining as a result of the late fees month-over-month.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: we had a mortgage with XXXX XXXX XXXX it was a baloon and was to be paid off in XXXX. XXXX recommended a refinance, and that new rez was who they recommend, we started the process. the two companies are connected, which we didnt realize. XX/XX/2021 our loan with new rez was conditionally approved. they said you have excellent credit and we figured everything was in the works.documents all signed and sent. since then everything has stalled. So many excuses.first our loan officer quit. covid. tech difficulties etc etc etc. they tell you dont apply for other loans it may affect your loan so we waited. we have a loan number and an account with new rez but still no information.we have called emailed and get no response. XXXX will not take any payments yet they send a bill every month with XXXX and new rez letterhead. new rez c/o XXXX XXXX XXXX now after months of not paying payments they reported it to credit angencies that we are late we have all the payments saved to pay, we want to pay our mortgage, but not anyone in either company is helping us or calling or emailing we feel like they are litterally trying to steal our home PLEASE help us with this stressfull costly situation.
Company Response:
State: PA
Zip: 19426
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was transferred to Shellpoint mortgage servicing. They have repeatedly sent me compliance letters about obtaining insurance on the secured property. Our insurance agent has called and faxes them repeatedly. Now Shellpoint has sent another letter saying it's going to collection. We are in compliance with all Utah requirements as well as the original loan requirements that was originated without problems. We have not reduced or changed providers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84106
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had many loan servicing companies XXXX XXXX, XXXX, XXXX, XXXX and now Shellpoint ) and again one is sequestering money into the escrow account, only used for property taxes, that isn't needed for property taxes which suddenly disappears and they don't account for it. Though they have paid our property taxes ( {$5300.00} total for the year, XXXX payment was only {$2600.00} XXXX they have not accounted for the additional money that they put into the escrow account ( XXXX YTD total {$14000.00} XXXX which disappeared at the end of the year. The second issue is the inaccuracy of the mortgage statement. * I did not receive a mortgage statement for XXXX ( and it isn't listed in their online system XXXX. * The statements says past due amounts due prior to filing Chapter XXXX are not included in the mortgage statement. My sister and co-owner filed Chapter XXXX in XXXX to forestall foreclosure. Note that I have not missed a payment in over 6 years and have the bank records to prove it. XXXX The fact that the past due amounts do not correspond to my monthly payments makes the statements even more non-sensical. I not only called them about this but also wrote letters. One letters dated XXXX, XXXX. XXXX No clear accounting is made on the monthly mortgage statement of what amounts are in the suspense account. There are months where the partial payments listed equals a months payment but it isn't applied as a payment. This is also concerning. My inability to get them to correct these errors has prevented me from refinancing the loan and I don't trust their accounting of the balance of the mortgage. I currently am working with XXXX XXXX to refinance and they stated that the only thing I need is a statement stating that the loan is current for them to finish processing my loan at a much lower interest rate. Your help with this matter will be greatly appreciated. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A