Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, NewRez, our mortgage lender sent us an escrow analysis that showed that our homeowner 's insurance/hazard insurance had been paid in XXXX to our insurance provider, XXXX Member 's Insurance. Our insurance policy was set to renew on XX/XX/XXXX and NewRez had the new policy and the correct remit-to address from our insurance carrier, as this was NOT a new policy/new carrier for us. On XX/XX/XXXX, we received a letter dated XX/XX/XXXX from NewRez that our hazard insurance policy had expired and they did not have evidence that we had obtained new coverage. The letter indicated that they, NewRez, would be forced to obtain insurance for us. On XX/XX/XXXX, I contacted our insurance provider who then contacted NewRez and found that the payment for our policy had been sent to an incorrect address, although NewRez had the correct address because it was included in both the previous ( XXXX ) and upcoming ( XXXX ) policy information. During that XX/XX/XXXX conversation, NewRez assured XXXX that they would overnight a check to the correct remit-to address for our hazard insurance renewal period XXXX. On XX/XX/XXXX I contacted XXXX to see if the check from NewRez had been received and found that it had NOT yet been received. XXXX again tried to contact NewRez to determine the whereabouts of the check and after several calls from XXXX to NewRez ( during one call XXXX was hung up on and during another they were on hold for more than 35 minutes ) XXXX was told that the second check for our hazard insurance had also been sent to the incorrect address. NewRez ' primary business is debt collection. They branched out into the mortgage industry and purchased our loan in XX/XX/XXXX from DiTech. As soon as the loan was purchased, we were notified that our payment was increasing and back-up of the calculation was provided. Upon examining the calculation, I found that when NewRez calculated our escrow for the XXXX period, they added the cost of our hazard insurance TWICE for the period and the result would be that our escrow would be over-charged for the period XXXX. I called them in XX/XX/XXXX and reviewed the calculation with them and they assured me it was correct ( and that they knew what they were doing ) even though it was clear to me that it was not. On XXXX XXXX they had to issue us a check for {$1200.00}, the over-paid escrow due to the insurance inclusion at twice the rate. Of course, no interest was remitted to us and included in the refund amount. I don't think that NewRez belongs in the mortgage industry. I am not confident that our escrowed amounts will be remitted properly for either real estate taxes or for insurance. Their customer service is deplorable. They drag their feet if they owe a consumer or another business any amount. As a XXXX, I expect mortgage companies and other lenders to have a certain level of professionalism which NewRez sorely lacks.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have already submitted a complaint. The company replied with the same canned response they have replied to me with for over a year now. They did NOT answer any unresolved questions. They did NOT provide documentation of charges. I contacted them by phone and email to the contact information provided on the reply and to date have NOT received a response. I am filing another complaint for the SAME issue. Complaint review : I have attempted to obtain this information for over two years now. I submitted requests with the previous servicer as well as the current one. There are a number of charges to my escrow account that the servicer will NOT verify as accurate. I have requested copies of reports and invoices charged to my account and only receive some of them. They have gone so far as to send duplicates in an effort to make my request appear complete. I have spent countless hours reviewing the partial documents sent to me. I'm still being charged for items on my escrow account with zero documentation of what they are and if they are valid charges. Additionally, I'm in a repayment plan and was forced to add the total amount of the escrows, including the disputed amounts to the plan. This is ridiculous. I need help. Shellpoint is trying to take the position that they are not attempting to collect a debt to a past bankruptcy. However I am in a repayment plan where they have added these charges to my repayment plan. If I don't comply with the payment plan and pay all of the charges they will foreclose. These charges are not valid. They have random legal fees and have told me that I have to contact their attorney to get copies of invoices. Well have you ever attempted to contact someone else 's attorney and get information from their account? That doesn't work! They will not even return calls or provide any information. I'm personally being billed for these things and am simply asking for copies of what I'm being asked to pay. They will not provide. That leads me to believe these charges are NOT valid and should be removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78731
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been having multiple issues with Shellpoint Mortgage Services since they took over my loan in XXXX! They have been missing payments and misapplying payments every month! Just recently had to stop payment on a check they claimed they never received! Check number was XXXX! Never posted to my account! But check number XXXX did and XXXX has not and they were sent together! Something nefarious is going on with this company and should be investigated! Im tired of it! I am getting all kinds of fanthom fees and they broke into my property to do a so called property inspection which I wasnt told about in XXXX of XXXX! This is outrageous! Something needs to be done! This can not keep happening every month! I want my escrow account moved out of this company! And I want my monies refunded as they misappropriating funds! They should not be in business any longer! The amount of stress created every month is killing me!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have disputed multiple times payment history is incorrect on account. This account is showing open from 2015 and has no payment history but yet has late payments? I have also sent them a certified letter disputing errors and they did not respond at all. It has been 30 days now as well and they have not responded according to the Fair Credit Reporting act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property address is incomplete on all documents causing challenges. I have submitted multiple request with no response to date.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My payments for my mortgage are sent electronically directly to NewRez from my account. Payment was sent and received successfully since the inception of the loan. The XXXX payment was sent and RECEIVED by NewRez on XX/XX/2021. But, they did not credit my account and are charging me a fee. I have called 3 times, each time the representative has told me something different. In only one of the calls was the representative even polite and she did attempt to help resolve the issue, but to no avail. My bank has sent proof of payment to the NewRez fax number, and still they are not crediting the account, but instead they are threatening to report the loan in default. Please help! What else can I do? They already have my money!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I received letter from Shellpoint mortgage on XXXX/XXXX/2021 about my mortgage loan account number XXXX that they resume reporting my discharged loan starting from XXXX XXXX2021 its against the law to report my discharged loan through chapter XXXX bankruptcy since these is not there first time that they attempted to collect a debt or intimidate a borrower I would like to be compensated for moral damages.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/XXXX Re : Shellpoint Mortgage Servicing XXXX XXXX XXXX, XXXX XXXX XXXX XXXX SC XXXX Through countless efforts, our issues with Shellpoint Mortgage Servicing Company, are ongoing, and have never been resolved to this day. As a last resort, on, XX/XX/XXXX, we filed a formal complaint with the Consumer Financial Protection Bureau. At which time, on, XX/XX/XXXX, Shellpoint responded, and offered a 30-pay pay-off. Unfortunately we were unable to acquire funds to facilitate that time frame. We reached out and spoke to XXXX on XX/XX/XXXX, and were granted a 30-day extension. On, XX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX, we received letter from Shellpoint, stating, due to the complex nature of the matter, Shellpoint respectfully requests additional time to respond fully. When in fact, the extended offer stated, In review of your settlement offer, Shellpoint is willing to settle the loan in full within 30 day at 90 % to 95 % of the current payoff balance. Per the enclosed payoff quote, the payoff balance is {$37000.00}. In pure frustration, on XX/XX/XXXX, we paid Shellpoint in full, the full payoff amount of, {$36000.00}. To our surprise, Shellpoint did NOT honor their settlement offer of, 90 % to 95 % of the payoff balance. On, XX/XX/XXXX, we received a confirmation letter from Shellpoint stating the loan has been paid in full. As of, XX/XX/XXXX, Shellpoint has never released the lien on our property, and our Credit Bureaus have NOT been updated to reflect the loan at a XXXX balance, or that the loan has been paid in full. Utah requires the lien release be filed within 10 days ; In Utah, a lien claimant is obligated to record a Release of Lien once the lien claim has been satisfied, if a request is properly made by a party with an interest in the property. The release must be filed within 10 days from the date of the request. XX/XX/XXXX XXXX XXXX XXXX XXXX sent that request to Shellpoint along with the pay-off on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84117
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint sent me a message requesting payments for XXXX when I already made all the payments according to our payments plan agreement. They are not reporting the payments as they had made. On XX/XX/XXXX, both payments were taken out of my bank accounts by shellpoint but they are still sending me email to let me know I'm late when this is not the case. I have made all my payments on time and it still showing on their accounts that I still own XXXX payments when I already made them. This is outrageous and unprofessional. I contacted their customer services twice today an they are saying they can't locate my payments and are keep sending me emails about being late. This company need to be investigate because I'm pretty sure I'm not the only one having to deal with this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My name is XXXX XXXX and I am hoping that you can help me clear up an incredible mistake that is appearing on my credit profile. Unfortunately, Shellpoint Mortgage Services is reporting a 1x30 day late payment to the credit agencies for XX/XX/2020. This faux pas is the result of my mortgage being transferred from one company XXXX XXXX Mortgage to the next Shellpoint Mortgage. I received a letter on XX/XX/2020 with a letter that was dated on XX/XX/2020, stating that my loan with XXXX XXXX was final as of XX/XX/2020 and any new payments need to be made to Shellpoint. Shellpoint Mortgage sent this letter way too late and I already had my payments set up with XXXX XXXX. This letter should have been sent BEFORE my XXXX payment was due. They sent this well after, which is was caused this late remark. To make matters worse, Shellpoint Mortgage is violating the Real Estate Settlement Procedures Act ( RESPA was supposed to be given at least 90 days regarding payments due to the transferring of mortgage holders before late payment information could be reported to my credit profile. Therefore, Shellpoint Mortgage is in clear violation of these Acts. I am reporting this to the CFPB because this company did not follow the correct procedures to make sure that all payments were received on time when this was transferred. They sent out a letter on XX/XX/2020 that my XXXX payment was to go to their company. A letter that I did not receive until AFTER the XXXX payment was already due. They have also violated RESPA and all of this is a clear bank error and this needs to be removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91311
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A