Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We just refinanced and NewRez LLC has taken over our loan. They have not paid our property taxes that were due XX/XX/XXXX. It is now XX/XX/XXXX! It took 3 times to call them for them to even figure out they should be the ones to pay the taxes!! I have had to call 6 times and talk 2 two different supervisors while being on 45 minute holds or told a supervisor isn't available. My property is being put up for a tax sale and the taxes are due on the XXXX. They knew this urgency and sent the money via USPS without tracking, instead of XXXX overnight. I have been told i would get confirmation they sent the payment. They see it in the notes and I was not notified. They just sent the check on the XXXX and my county has not received it. I ask for them to cancel the check and resend overnight via XXXX and they said they can't until the XXXX, which is when the payment is due.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoints payment history to the three credit bureaus is incorrect as of today. The loan was Service Transferred from XXXX XXXX to Shellpoint Mortgage Servicing with transfer date of XX/XX/XXXX. The loan was current and the attached XXXX statements show payments we made for XXXX, XXXX and XXXX of XXXX. We have made a total of XXXX payments from XX/XX/XXXX to XXXX of XXXX, that were all paid in each month with no late payments. The loan was Service Transferred from Shellpoint to XXXX XXXX XXXX starting on XX/XX/XXXX. The attached XXXX statement from XXXX will show that both XXXX and XXXX payments were posted. The statement shows the XXXX payment recorded for XX/XX/XXXX and XXXX 's payment for XX/XX/XXXX. Both payments were made by XXXX directly to XXXX XXXX XXXX. The attached screen shot from our Experian credit report shows a status date of XX/XX/XXXX that I captured today. It shows both XXXX and XX/XX/XXXX payments note being recorded to the credit bureaus. It also shows a XX/XX/XXXX payment, that should not be showing, because our last payment to Shellpoint was XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Ditech Financial LLC is showing a closed account ( charged off in XX/XX/XXXX XXXX on my credit report. I have contact the company on XX/XX/XXXX and they confirmed to me they do not have record of my SSN or name. They told me I do not have an account with them but they could not assist me. I would have to contact the credit bureaus. I have since contacted the Credit Bureaus and it has been taken off my report from all but XXXX This is not my credit information. I was told by a rep at Ditech that they are a sister company of Shellpoint mortgage.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to COVID 19 pandemic, we suffered financial hardship. Our business was shut down, and we lost substantial amount of income. We were granted forbearance by our lender, Shellpoint Mortgage. Our forbearance ended in XX/XX/2021. We were still having financial difficulties, so we asked our lender for loan a modification. They offered to modify our loan but there was no reduction in the monthly payment. How can it be modification when nothing was modified? In addition, there was no guarantee that our monthly mortgage payment will be reduced despite of financial harship. So, we rejected the modification and opted for post COVID deferred payment but it seems like Shellpoint is not willing to help us out to keep our home and prevent foreclosure. They have not seriously offered us reasonable options to retain our home. At this point, we can not afford to pay our missed payments in the amount of $ XXXX in order to update our account. The only options we can think of are modification or Deferred Payment that our lender refused to offer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I send in my payment to the address ( XXXX XXXX XXXX XXXX OH XXXX ) per the company and it is not applied until they are able to charge additional fees and charges. This company has charged more than {$500.00} in additional charges. You can not setup to have it done on line without agreeing to giving your information to third parties. Attached is last months payment that was mailed on XX/XX/2021. It is still not on the new statement of XX/XX/2021. For new charges. For any additional information please contact in writing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with NewREZ company for my home. I have this house from XX/XX/XXXX. As a part of loan amount I pay about {$170.00} in Mortgage insurance. Around XX/XX/XXXX I requested for PMI ( mortgage insurance ) waiver since the home has appraised over the years. I was asked to sign a document and sent it over authorizing the appraisal to be done. I have done so and sent back the document by XX/XX/XXXX. I have been following up with the costumer support regarding this issue and I have not received any clear direction. At one point I was told that they are processing my request but I have not received any updates at any point of time. I made the last call 3rd week of XXXX and costumer support agent mentioned that I need start the request process all over again. I was never informed in my previous phone calls that they have not received documents or asked me to re-send the documents. This delay in responses and lack of follow-up from the loan company has costed me {$2500.00} ( $ XXXX15months ) in PMI.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I paid a XXXX payment on the web to NEW REZ LLC SHELLPOINT. I requested to have the payment credited back to my account since I was refinancing. They stated they would. On XX/XX/2021, I see the XXXX was reversed on XX/XX/2021 and as of today XX/XX/2021, I have never received the money. I have called repeatedly and have been lied to, hung up on, promised the money would be back in my account, would be mailed to me (? ), credited to my account for the mortgage. Please check on this and let me know how can this be resolved. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX LOAN NUMBER XXXX
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint has held my funds in a suspense account rather than applying to my account, which Ive learned is in violation of Consumer Financial Protection Bureau regulations. I made a good faith payment of {$66000.00} ( wire transfer XX/XX/XXXX ) in an effort to resolve final bill with Ditech/Shellpoint. Now my home is set to be scheduled for auction despite me paying the entire principal balance. I have been trying to resolve the final bill since late XXXX when my mother passed away and I knew the sale of her home was forthcoming and I would receive some of the proceeds so I could save my home. The bank has attempted to sell my home twice since then. Now the judge ordered my home to be auctioned so I will lose my home and my large sum payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In response to a previous complaint, on XX/XX/XXXX XXXX XXXX in the Compliance Department stated the following. " The conversation ended with you scheduling a payment of {$4500.00} with XXXX XXXX. On XX/XX/XXXX, the XX/XX/XXXX through XX/XX/XXXX installments were deferred. As of the date of this communication, the loan is current, and the next monthly installment will become due on XX/XX/XXXX. '' Since then I have tried to set up recurring monthly payments but receive the error stating " Your account must be current prior to setting up recurring monthly payments '' However, as per XXXX XXXX, my account is current and has since been. I waited a few months, perhaps the website needed to update. In the mean time, I had to make manual scheduled payments to keep my account current. I emailed XXXX XXXX on XX/XX/XXXX regarding this issue with no response. I tried calling XXXX XXXX, but could not get a hold of her. At the end of XXXX I noticed that I could set up recurring payments again on the website so I did so and proceeded in confidence that my mortgage would be paid monthly as per the terms set forward in the recurring payments. However, today XX/XX/XXXX I see that the recurring payments were not set and now I have been assessed a late fee for a payment that was due on XX/XX/XXXX. It is due to Shellpoint 's inability to reply in a timely manner as well as website issues that have caused my account to not be current. Although I have made effort on my end to remedy this, it has not been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90810
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing company show a balance of {$10000.00} on my mortgage after the maturity date of XXXX XX/XX/2021. This would mean that I had missed 2 years of payments. I did not have any modification to my original loan agreement. i was approved for 2 times for deferment payments totaling {$2500.00}. As of the XX/XX/2021 statement I mailed in the XXXX P & I payment and the deferred amount of {$2500.00} for a total of {$3100.00}. This should have satisfied the account. Prior to the maturity of the loan, i made numerous contact with the prior servicing company, Ditech, and the current servicing company, Shellpoint. Neither has given proof showing 2 years of the missing payments nor any legal documents showing that there was a modification to the loan that would validate the balance in question. The payment documents provided by the companies do not show 2 years of missing payments but only the deferred payments.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A