Date Received: 2021-04-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/2021 - Shellpoint has confirmed that there would be no negative credit reporting, although they admitted to making the mistake of filing negative credit, but have now completed the corrections on the other two reports. XXXX is still showing >120 late. Although confirmed that the forbearance could not be reported as negative credit, it has not yet corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: the mortgage company has not been applying my payments to my mortgage and has not responded to me or my attorney for a year we have called e-mailed and sent letters as well as money no response and according to my bank the certified checks have been cashed but does not show the funds anywhere on my statements.the mortgage company took over XX/XX/2020 my second payment to them was XX/XX/2020 i made payment they did not show the payment in my statement and could not get a hold of them so my attorney told me to hold payments in escrow which i did after six months of reaching out to the lender to rectify this issue we were no where so the attorney drafted a letter and we specified the payments going to the lender we sent about XXXX dollars the cashed it and nothing reflecting on mortgage they have destroyed my credit which has affected my business and every other aspect of my life
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez customer service representations continue to provide incorrect and untrue information to mortgage holders. On XX/XX/12, I called NewRez customer service to arrange a check to be mailed out for half of XXXX and XXXX payments. The representative stated no payments were showing for XXXX. This was untrue as I had sent a check overnight to NewRez which they received and applied to the mortgage according to my bank. I told the representative this information and the representative repeated no payments were showing in XXXX. Having dealt with NewRez customer services inconsistency before, I hung up and called back where I spoke to another NewRez representative who confirmed that XXXX payments had been received and applied. This is a continuing problem with NewRez customer service. Incorrect and untrue information continues to be told to mortgage holders. This is in addition to a previous phone call when a NewRez representative stated notes showed I had make a payment over the phone which was also untrue. All of my payments have been made online or by mail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to : Dispute a letter from Shellpoint Mortgage Servicing stating I had insufficient funds in my checking account to make a scheduled ACH withdrawal payment in the amount of {$820.00} on XX/XX/XXXX. This was the second schedule installment of a three trial period payment plan. I scheduled my 3 payments with Shellpoint 's ACH withdrawal system on their website. My first payment for XX/XX/XXXX and third payment for XX/XX/XXXX both, in the amount of {$820.00}, successfully cleared Shellpoint Mortgages ACH withdrawal system. I emailed and spoke to Shellpoint representative on the error that occurred for the 2nd scheduled payment submitted on XX/XX/XXXX for XX/XX/XXXX. I told her that I'm willing to provide proof from my bank account that : I had sufficient funds available for the Payment of {$820.00} No attempt was made from Shellpoint on my account ending in XXXX to withdrawal a payment of {$820.00} that I scheduled on XX/XX/XXXX. I asked her for the Bank routing and account number that Shellpoint showed setup in their system for processing ACH withdrawals from my account to make the 3 scheduled payments. She said it is my bank account and an account number ending XXXX. I said, Theres some mistake in Shellpoint 's ACH withdrawal system because my account does not end in XXXX but it ends in XXXX. She said thats not true because shes looking at my information in their system and it shows all of my payments are setup with the account ending in XXXXfrom my checking account. I told her I can send proof showing my correct account number ends in XXXX, and I'm willing to make the payment today to correct the ACH Withdrawal error. She refused my proof, and offer to make the payment for XXXX. She refused to investigate the ACH withdrawal error from their system showing my account ending in XXXX. I contacted my bank and asked if they could provide me proof on this ACH withdrawal error that occurred on XX/XX/XXXX. My credit union found evidence that Shellpoint Mortgage attempted to make a withdrawal from the wrong account that ended in XXXX. I also would like to add that Shellpoint never Called or emailed me about this payment error. However, they sent a letter with incorrect address. When I reviewed the emailed copy of the loan modification letter from Shellpoint, I informed them that this address was not correct and needs to be updated to my correct address. The lettered was dated XX/XX/XXXX, and I did not receive the emailed copy until XX/XX/XXXX. This only gave me 4 days to review the loan modification or any errors and begin making payments. I paid the Legal advocate team over {$2000.00} to help with the loan modification which started in late XXXX. After my house went in foreclosure in XXXX of XXXX I gave them nearly {$900.00} to help resolved this issue. But as of today they have not done anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX I was denied for a mortgage loan to do a " Charge off '' account being listed on my credit report. According to the credit report this account was open in XXXX and status was updated in XX/XX/XXXX in the amount of {$44000.00}. The balance according to the report was updated in XX/XX/XXXX. I have called the mortgage company listed on the report and they have no record of me ( address, phone number, account number, SSN ). They told me there is nothing they can do about it. XXXX has closed my case as well. They said if I can present them with an account number they can help me. However I only have the partial account number listed on the report. I have no further information.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Shellpoint Is Erroneously Reporting 5 Commercial loans as personal conventional loans on my personal credit. These loans SHOULDNT be reporting on my personal credit. I have attempted to correct this issue with Shellpoint, and they have assured me that these loans will be deleted from my credit, but it has not been done. I received a letter from the compliance department substatiating that an error has been made, and that they will correct the error. They have corrected 1 loan, but continue to report 5 commercial loans ( please reference the 5 loan statements attached )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I began the process to refinance my home with my existing lender, NewRez. It is now mid XX/XX/XXXX and the process is still pending. I continually check in with them and when they do respond I am told to look at their customer portal on their customer application or am told that they are waiting for documents that I was never made aware of. The customer portal on their app is no help as it is full of inaccuracies such as the estimated closing date being XXXX/XXXX/XXXX. I have made it a point to provide them with requested documents within 24hours of me learning about it but it seems the longer they take the more they need updated documents like paystubs and bank statements.
Company Response:
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We refinanced from NewRez aka Shellpoint to XXXX XXXX in XX/XX/2020. The loan was originally under my father 's name and I had automatic payments out of my account. When we refinanced we switched it to my name. NewRez accepted the payment from XXXX XXXX to close out the loan. They did not reject the XXXX XXXX wire due to a shortage is there is one that they are claiming. Since then they have been trying to charge thousands of dollars of payments for a mortgage we no longer have with them. I have contacted both parties and am getting no where. NewRez keeps blaming XXXX XXXX for being short, I have history of statements, closing, payoff statements. I am tired of spending hours on the phone getting no where wasting my time and need some help. I have made multiple calls to Shellpoint and spoke with different supervisors having to reexplain the story every time.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98055
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a member of Class Action captioned XXXX vs. XXXX XXXX XXXX and they have just settled for {$91.00} XXXX which covers my mortgage account number XXXX transferred from XXXX to transferee servicer Shellpoint/ New REZ Financial. Now Shellpoint has chosen to propound the XXXX violations committed during my loss mitigtion application, which now Shellpoint is interfering with " interest padding '' of over {$280.00}, XXXX above the unpaid principal balance of {$510000.00}, and by dishonoring a SNPO ( short note payoff ) approval in the sum of {$20000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC was my mortgage servicer as of XX/XX/XXXX. On XXXX XXXX, XXXX, NewRez made a payment of {$3700.00} to XXXX County, Maryland by mistake for the property tax, where the property was located in XXXX XXXX County, Maryland. Since XXXX XXXX, I have requested NewRez to request refund from XXXX XXXX and pay to the XXXX XXXX county for the past due property tax. But NewRez failed to do that. Because the property was made to the wrong county, the property tax due to the right county was past due and penalty was occurred. As of XX/XX/XXXX, the refund was not requested by them and past due property was not paid. On XX/XX/XXXX, I paid off the loan with NewRez. Since the loan was paid off, NewRez told me that I have to pay the past due property tax myself. As for the penalty, I have requested them to pay. But as of XX/XX/XXXX, they did not pay anything and the penalty will be increased if not paid timely. I have called, emailed and mailed to them more than ten times for this issue and very frustrated for their action and efforts. FYI, the payment was made to the wrong county two times. I have informed them the wrong payment in XXXX XXXX and they did not make the correction, which cause the second wrong payment in XXXX XXXX. Also, I informed that the annual escrow analysis is wrong and increased monthly payment ( more than {$400.00} ) need to be adjusted to the right amount. But they fail to do that. I over-paid amount to the escrow account, but they did not pay me any interest for the over-paid amount, which caused by their mistake.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 21042
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A