Date Received: 2021-04-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We had a mortgage with XXXX, also known as NewRez. During the Covid-19 crisis we were granted, in writing, forbearance relief of 6 months. This forbearance relief allowed for XXXX payments for 6 months, with written confirmation that this will NOT affect our credit nor create any negative credit. We did not pay our mortgage for 4 months, then sold the property and paid the mortgage off in full. XXXX has hit both of our credit reports with a >120 day delinquency. We are trying to work with XXXX and also with NewRez to correct this on all credit reports, but as of this writing we have not had success.
Company Response:
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I set up my account so I pay on a bi-weekly basis, and have been doing so since closing on my refi a few years ago. NewRez reps have advised their system is set up correctly, and all appropriate notations have been included to support this bi-weekly approach. Unfortunately, NewRez continues to apply some of my bi-weekly payments as additional principle payments, so my account goes into a delinquent status often. I've called a few times, had my account corrected and received reassurances that the problem is resolved. I suspect it's a systemic issue, as the folks that I've talked to in the call center have all appeared to be knowledgeable on what happened ( ie they located the issue quickly ) and have all taken steps to resolve. This morning 's alert that my FICO dropped 141 points was the tipping point for me. I logged into my NewRez account, and it once again shows I'm delinquent. This is the worst experience I have ever had with a mortgage account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were recently in the COVID loan forbearance and worked with our service provider to do so. This ended in XXXX of XXXX and our first payment back on track was on XXXX of XXXX. I have now made 3 continuous payments and am having trouble making the 4th. When inquiring deeper I find that there are additional charges on my account and the servicer is asking me to make an additional payment of {$390.00} for recording fees surrounding a loan modification that never took place. The outstanding balance was simply supposed to be put on the back end of the loan. When I call to get answers I am given the run-around and am not allowed to speak with a supervisor. I am afraid this will be extended and put myself and my family in danger of falling behind on payments and having further issues. I have been sent numerous notices about having my home foreclosed on but am not able to get any answers when I call in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92301
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my VA loan in XXXX. The servicing was transferred to New Rez/Shellpoint. For some reason, New Rez did not send my monthly condo insurance premiums to XXXX XXXX XXXX my longtime insurer ) until XXXX. I had not idea this was happening, or not happening I should say. By the time New Rez finally sent a check for the premium, XXXX XXXX had cancelled the policy, and now New Rez is claiming I owe them for expensive force-placed insurance. Another wrinkle : In XXXX, a water pipe burst inside my condo, causing tens of thousands of dollars in damage. The condo association policy covered much of the damage, but I owe a {$10000.00} deductible. XXXX XXXX is refusing to pay the claim since they claim a policy was not in effect at the time and New Rez has not responded to my requests that they pay the claim since they were at fault for a policy not being in effect. I would appreciate any help you can provide. I am happy to provide the address of my condo and the loan number.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In late XX/XX/XXXX, I was sent home due to being high risk among this COVID-19 Pandemic. I called Shellpoint Mortgage Servicing and I was placed on a XXXX XXXX. I made several calls to them XXXX. Each time, I was told that I was on a XXXX XXXX. On XX/XX/XXXX, I called Shellpoint Mortgage Servicing about a payment that I was able to make online via their website. They NEVER applied this payment to my account. They HELD it. On the payment history page it clearly states " unapplied payment. '' During this XXXX XXXX, Loan Officer XXXX XXXX stated, " For your XX/XX/XXXX payment, send {$820.00} plus {$120.00}. In addition, she stated that my missed payments have been added to the end of my loan. Then on XX/XX/XXXX when I logged into their website, I did not have access to make a payment. It stated, " This loan has a legal status preventing online payments. '' I repeatedly called Shellpoint Mortgage Servicing and XXXX XXXX during the month of XXXX XXXX I call once a week, sometimes twice a week ). She now denies making the XXXX payment arrangement with me. She has refused to extend XXXX XXXX on my account. XXXX XXXX also tells me that I do not qualify for a XXXX XXXX. As of XX/XX/XXXX, Shellpoint Mortgage Servicing website, on my account, clearly states that " you are on a forbearance plan ... '' On XX/XX/XXXX, I called XXXX XXXX XXXX, to Request a Reinstatement quote. I was told it would take XXXX business day. On XX/XX/XXXX, I called Shellpoint Mortgage Servicing, I spoke to XXXX XXXX and XXXX XXXX. XXXX XXXX said that she did not see a XXXX a Reinstatement quote. She said it would take days. XXXX XXXX stated an amount of {$7600.00} plus {$820.00} must be paid. I said that I didn't have that kind of money. Again I stated that I was on a forbearance plan. She said, " No you're not. '' A few days later, I called again, now XXXX XXXX gave me an amount of {$8900.00} must be paid by XX/XX/XXXX. Must be wired. She firmly told me, " Do NOT send money, it will NOT be accepted. It must be wired to XXXX XXXX. '' She provided my with the XXXX and Account numbers. On XX/XX/XXXX, I called XXXX XXXX XXXX, spoke to Lai'nae and XXXX XXXX XXXX XXXX about this entire matter as mentioned above with Shellpoint Mortgage Servicing. And to discuss the letter that I just received from XXXX XXXX XXXX that states my home will be put up for sale on XX/XX/XXXX. I also informed XXXX XXXX that I had the house appraised in XXXX and surveyed. Just found out last week, that the Deed is incorrect. The house is not XXXX XXXX lot, it was built across XXXX lots. The Deed needs to be corrected. I'm also looking into refinancing the house through my credit union. The family who sold me the XXXX lots must re-sign documents in order to correct the Deed of the XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company regularly sends a letter stating that a payment is past due. I have sent them proof that I have never missed a payment but the letters continue. For over 4 years this " debt collector '' has harassed me for no reason
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I spoke to XXXX XXXX, Mortgage Consultant, New Rez, concerning refinancing my current mortgage with NewRez Mortgage Company. He walked me through what documents he needed and how to get them to him. On XX/XX/XXXX, I received an email from XXXX XXXX, XXXX XXXX, Processing Support/Mortgage Operations/Processing on Behalf of XXXX, XXXX, saying that I had been conditionally approved. XXXX XXXX, on XXXX XXXX, emailed me to say that " ... we have received conditions needed to proceed with your loan. Due to high volume, we are experiencing delays. '' On XXXX XXXX, I received an email from XXXX XXXX, Loan Processor, NewRez, asking for additional documents, i.e., XXXX XXXX 's, homeowner 's insurance declaration page, and my most recent " award letter. '' I responded that I had already provided the XXXX XXXX 's and emailed XXXX a copy of my HOI declaration page. I then said that " ... I retired from XXXX almost 23 years ago and don't remember ever receiving such a ( award ) letter. '' I emailed XXXX again on XX/XX/XXXX asking what was happening. No response. I emailed XXXX again on XX/XX/XXXX - no response. On XX/XX/XXXX, I called XXXX who said she was just about to call me and that everything was in order and that we would probably close within 4 days or so. I called her again on XX/XX/XXXX and left a message asking her to call me. I called again on XX/XX/XXXX and left a message asking her to call me. My interest rate lock of 2.625 % expires XX/XX/XXXX.
Company Response:
State: DE
Zip: 19803
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX at XXXX XXXX I refinanced a property I own in Rhode Island. Shellpoint Mortgage Serving, charged me a 5 % pre-payment penalty. Principle Balance on payoff date XXXX Prepayment Penalty XXXX I contacted Shellpoint on XX/XX/XXXX and told them the maximum prepayment penalty in Rhode Island is 2 % but only in the first year of the mortgage. My mortgage was originated on XX/XX/XXXX. However in reading Dodd-Frank which was implemented in XXXX of XXXX, it seems that prepayment penalties must meet ALL of three criteria. My mortgage did not meet the last criteria. The loan is not a higher-priced mortgage loan. ( A higher-priced mortgage loan is a mortgage with an annual percentage rate higher than a benchmark rate called the Average Prime Offer Rate, which is an annual percentage rate that is based on average interest rates, fees, and other terms on mortgages offered to highly qualified borrowers. ) It is my premise, that my mortgage does not qualify under Dodd-Frank for any prepayment penalty because my loan was at 6.125 % while the APOR for XXXX topped out at 3.8 %. Therefore : only two of the above 3 conditions were met. I have called Shellpoint Customer Service and requested someone from their legal team call me to discuss my situation 4 separate times. I have put my request in writing via the Shellpoint Customer service online application. No one has returned my calls. At one point I asked the customer service representative when they had called me. I was told I was called at XXXX XXXX. However I was on my cell phone waiting for customer service to answer my call at that time. My cell phone would record any missed calls, and would make me aware of a second incoming call if I were on a call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02879
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have attached screenshots of certain areas of our online credit report for today ( XX/XX/XXXX ) Our loan was sold from XX/XX/XXXX to XXXX XXXX back on XXXX of XXXX. It was later Service Transferred from XXXX XXXX to Shellpoint Mortgage Servicing with an transfer date of XX/XX/XXXX. It was also later Service Transferred from Shellpoint Mortgage Servicing on XX/XX/XXXX ( this year ). We have made XXXX total and payments to the Shellpoint starting on XX/XX/XXXX to XX/XX/XXXX. They have yet to update the credit bureaus with the correct information. The data is very different from each of the credit reporting companies. In the 17 payment period with Shellpoint, we were never able to get them to correct any of the incorrect reporting. Our hope today is to get the data reported correctly. In the attached screenshots it shows the incorrect reporting. They have attached " including purchase money first '' to type of loan. When asking about that attachment, the person at the credit bureau indicated it was a very negative thing to have associated with a loan. It is not in out loan documents and could never be associated with our XX/XX/XXXX loan, and in no way should it be associated with anything after the loan sale. Can that line be removed from our credit report as well as the other corrections shown in the screenshots. Our XX/XX/XXXX report has the last payment made showing in XX/XX/XXXX, but shows " last payment '' for XXXX. Please correct in all three credit bureaus to show that all payments were made including our XXXX payment. Also remove the " no data '' reporting XXXX before XX/XX/XXXX ) in the XX/XX/XXXXreporting. Please and for once rightfully update all credit reporting agencies with the correct data. And finally please close out the Shellpoint Servicing just as was done with Nationstar before the transfer. There should never be any activity reported prior to the transfer. The XX/XX/XXXXshows last reporting on XX/XX/XXXX, but does not include the XXXX payment we made to Shellpoint on XX/XX/XXXX - please correct this as well.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I sent the company a certified letter asking to update my payment history accurately. The company never responded to me nor provided proof as they stated that they responded on XX/XX/21. I included their false response confirming the dates they received and responded also confirming their acknowledgement dates. In addition, they have violated responding to me within 30 days of receiving dispute. They have lied that they did as the address they sent other correspondence to is incorrect as well. You will notice on my certified letter I enclosed my proper address and still failed to respond to me. Also, in their previous response to my complaint, no document was provided for the date they speak off on XX/XX/21.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85234
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A