Date Received: 2021-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was shocked when reviewing my credit report in regards to a late payment reported for Shellpoint account # XXXX in XX/XX/2019. I am not sure what had happened. I believe all my payment to be made on time. My thought is that a statement was never received. As soon as I became aware of the issue I quickly resolved the issue and have been on time since.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was laid off due to Covid-19 and was not able to make mortgage payments during my time of unemployment so i entered a forbearance plan with my mortgage servicer, Shellpoint Mortgage Service ( NewRez LLC NMLS ID # XXXX XXXX. After re-gaining employment through a contract job, I informed Shellpoint that I will be able to start making payments but would not be able to pay the full amount all at once. I was told by the Shellpoint agent assigned to my case that they would offer a 3 month loan deferral to the end of the loan and a payment plan for the remaining 6 months of the total forbearance. I accepted this offer but when trying to make a payment, their online portal would not allow me to as it said it was locked. A few weeks after having this conversation and waiting for documentation from Shellpoint, they starting adding late fees to my scheduled Mortgage payments while I was still locked out of making a payment. Now the Shellpoint agent assigned to me has not returned any of my calls for over a month and will not call back after scheduling appointments either. When speaking to other Shellpoint representatives, they refuse to acknowledge the payment plan + loan deferral I agreed to with the original Shellpoint agent and they all request that the full outstanding loan to be paid at once.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage was transferred in XXXX and did not receive notice until about XX/XX/XXXX when I got a letter in the mail about the transfer. I signed in to create an online profile, however, I was unable to make any online payments at that time. I owed for XXXX and XXXX at that point. I sent a check on XX/XX/XXXX that covered the XXXX payment and more than half of XXXX payment. That check was credited to my account 3 days after I sent it. The following month, I sent another check covering the rest of XXXX and XXXX on XX/XX/XXXX ( still not allowed to make online payments ) and that check was held by the company for over a week before being cashed. Because they held onto to my check and took over a week to credit to my account, I was reported late to the credit bureau. I've spoken to Shellpoint, explaining to them that being a new customer, being denied access to pay online, my only option to pay was sending a check to pay my mortgage. They refused to correct the reporting. I asked if there was detail on when my check was received and was told the only records is when the check was cashed. Had I been able to pay online, I would have and avoided this entire mess. I made sure to mail the payment so they would receive it on time and based on how quickly they cashed the first check, there was no reason for me to believe it would take so long to process the 2nd check I sent. I know in my gut my payment was not late. But they reported me late anyway.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home in XXXX of XXXX and financed with XXXX XXXX XXXX who subsequently sold the loan to NEWREZ.In XXXX of XXXX I began the process of refinancing my 4.375 % loan to a 2.875 loan with XXXX XXXX XXXX when the problem began with NEWREZ.My loan was set to close and NEWREZ wanted {$2500.00} more monies than they were due for forced placed insurance that i didnt need and escrow shortage that didnt exist.I have a condominium with a master policy and they had the policy and we resent it again and again. They refused to adjust the pay off and sent an escrow analysis increasing my monthly payment by {$540.00} to cover insurance that doesnt exist and an inflated tax escrow, so i couldnt refinance and I cant afford the higher payments. Either I or my XXXX XXXX XXXX or the closing attorney called, emailed, faxed numerous times in XXXX, XXXX and XXXX to rectify this to no avail. Conversations were had with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX # XXXX and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01801
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to this New Rez Shellpoint Mortgage XX/XX/XXXX. I was informed of the transfer very late. Because of the late notice, I was unable to cancel a payment that I scheduled electronically XX/XX/XXXX with the initial lender. All of the notices I received ensured that all payments made to the previous lender would be credited to my mortgage. Fearing late payment fees, credit reporting, and other negative implications, I made a payment to the current lender~Shellpoint on XX/XX/XXXX as well as XXXX the other lender. I called the evening of XX/XX/XXXX and spoke with a representative by the name of XXXX XXXX and he assured me that any payment made to the previous lender would be credited to my account. I have been calling Shellpoint mortgage every week since that day. Despite proof of payment ( copies of bank transactions, previous lender documents ) they have not credited my account. I have received notices from them threatening to report me to credit agencies. Every time I call, I get a new agent who knows nothing about the situation. After an hour of repeating the issues I am told that it will be escalated and to call back in 48 hours. It has been 4 months without any resolution. As of this date,XXXX, I have called Shellpoint Mortgage 20 times speaking with reps, supervisors, customer service representatives each call lasting on average 45 minutes. The calls always end with an empty apology and promise to escalate. I received notice today that they have reported a late payment to the credit bureaus.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is a followup from a complaint sent to CFPB on XX/XX/2020, # XXXX. This is still not resolved. It has become a blame game. New Rez/Shellpoint saying it's the mortgage company fault and vise versa. I sent the following email to the person on your resolution letter. I've been trying to resolve the issue directly and I'm still getting a runaround. The phone # on the letter was to a XXXX XXXX but no one seems to be able to contact her. Here 's my updated issue to my original complaint : XXXX, I am referring to you because your name is on the attached letter resolution from Shellpoint as a contact, but I have not been able to reach you at the phone # provided on the letter by CFPB. I can not believe it has been over 3 months that I've gotten a response ( not a resolution ) from CFPB ( Consumer Financial Protection Bureau ) regarding my inability to access my mortgage account ( XXXX ). Initially the issue was the incorrect Social Security # in the system.XX/XX/XXXX claims they sent the correct # over, and Shellpoint claims they received the incorrect #. It appeared as though it is still not fixed internally according to one of the 25 representatives I've spoken with at Shellpoint/New Rezs ' customer service line, when I put my last 4 digits of my SS # it brings my account info up but there's still something wrong. Since XXXX, I have called at least twice per month, since I'm forcibly stuck with calling in my payment monthly, and it's been the most frustrating experience EVER!. I have had 4 mortgages, done at least 8 refinances in the past 10 years and never have I ever had this confusion with a mortgage company. I've received at least 5 Ticket # 's with each person promising that this time it will be fixed and I'll get an email from the Tech department ( who CAN NOT speak with customers ) ... and I never get the email follow up from them. Each time I call they would say the tech department will wipe out all the information received and I would start from scratch and I should receive an email 2-3 days, in the past 4 months I have received no such email. They've instructed me to try new passwords, new sign on 's, new email addresses and NOTHING works. I have spoken to all of Shellpoint 's representatives by now and they all have transferred me to their TIER 2 department. I have spent hours on phone calls and with now resolution in sight. The errors keep coming back as 'you 're login has already been registered to another account, and when I used a new user ID it would say something like ' can not get on account, try again '. One of the Rep even tried my login information on their computer and got the same response. I want to pay my mortgage online, MYSELF! not with the assistance of your rep, and I was charged a fee because the Rep took wrong account information down and they sent me a fee. This is too much now! I want my account access fixed immediately ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: These Mortgage Services XXXX XXXX, NEWRez/Shellpoint keep flip flopping as to who is really servicing my loan service. Various days regardless of the account numbers the reps are incorrectly identifying themselves based on prior memo. I ask the responses status through CFPB for tracking. That is not happening. I forward the responses back through CFPB via US mail. This is a violation. We hope to agree and closed these issues. This is not a duplicate, As we continue, this Hostal Transaction with with costly issues, enorrious data collections and no proof of service? XX/XX/XXXX XXXX XXXX, As you are aware, my signed contract originated with XXXX XXXX ( 04 ), Later sold to XXXX New Rez Account # XXXX. See attached payment coupon with monthly Mortgage Calculation including contractual late fees etc. ( XX/XX/XXXX ) Signature on file transferred many times. 1. The following is a request to review my Tax Pay History with XXXX/NewRez/Shellpoint compared with official billing of XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX records reflect actual billing dates and payment due by years starting @ XXXX. 2. Provide money distributed from Escrow to XXXX XXXX XXXX XXXX starting XXXX to XXXX. 3. Per my contract : Who is the financial institute that is holding these funds and? What are the transactions of in and out monies? Who authorized any and all negative balances? What interest has occurred? Outside of XXXX/NewRez/Shellpoint who is managing these collected fund XXXX present? 4. Please provided is an Audit of all your attempts to pay / Reject payments from your Automatic Tax Pay Service : XXXX XXXX XXXX and others. All attempts to pays that were rejected? 5. Refunds are due back to Escrow and interested per contract? 6. Please provide an Audit of Rejects including the details : When the payment was submitted ; Wire, Electronic, Date of Rejection, When was the money re-applied back to Escrow? 7. I forwarded to you my Insurance Pay History. See Attached/ XXXX XXXX XXXX. You responded with this Hostile memo. I immediately, called customer service, stating the concern of the letter, I was informed XXXX, does not have a template addressing my verification, so, the attached memo was sent. Response : Sorry for the confusion. 8. Your Statement illustrates Insurance Distribution? Please provide your details, Who is your assigned broker? What is their contact information? How much money have you distribute from Escrow for insurance? When does your Insurance policy expire and coverage applied? Please provide details and copy of contract? The information of proof. You forwarded statement stating insurance and taxes were distributed. I disagree. Refer to XXXX XXXX Brokers Analysis? 9. Please provides details concerning insurance payments and distribution per your many monthly statements? 10. The colorful attachment Chapter # XXXX Ending Bankruptcy supporting Unapplied Funds. The Federal Chapter XXXX Trustee reflect monies distributed to XXXX/NEWRez and Shellpoint. I have no agreed to withdraw monies for payment. There are contract agreement concerning these funds. Attorney XXXX XXXX, Chapter XXXX will send reports to follow-up on the current status. Replace/reverse monies immediately? 11. The Federal Chapter XXXX Trustee, indicated {$2700.00} was submitted to XXXX, NewRez and SHELLPOINT as of XX/XX/XXXX. 12. This distribution Account is closed, Attorney XXXX and The Chapter XXXX Trustee indicated you are notified of activity closed. 13. In disagreement, what monies have been distributed from the Unapplied account. Who, What and Where are the purposes of your legal purpose of withdraws? 14. A final document from the Federal Chapter XXXX pay distribution is requested for your files. XXXX XXXX XXXX Note : Ms. XXXX XXXX, because of XXXX, I am not able to get to the phone until after the 3rd ring.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ditech transferred my home loan to Shellpoint Mortgaging in XX/XX/XXXX. When covid-19 hit in XX/XX/XXXX, I was placed on forbearance which should have stopped late fees and the monthly payments. I read the fine print on the forbearance agreement stating that I would be responsible for FULL payment of my balance upon its completion. Therefore, I continued to pay monthly payments throughout the forbearance period. Starting in XX/XX/XXXX, I began receiving foreclosure mailings via certified and regular mail, I should not have been threatened with foreclosure as I was in forbearance and was paying my mortgage. When contacting customer service, I mentioned that my monthly statements were always incorrect, having late fees that should not have been accrued during forbearance and on average, my payments were indicated as three to four months behind. I was further informed that " The statements are never correct and we can not control the certified and other mailings because they automatically go out. '' Shellpoint is notorious for late reporting on payments, price gouging, and threats of foreclosure. They make it impossible on paper to " catch up '' on your balance and I feel, just want to take your property at all costs. They are insensitive to those being impacted financially by covid-19. My most recent conversation on XX/XX/XXXX, resulted in my review of the current monthly statement ( which stated that I was four payments behind again. ) The customer service representative said, " No, actually this statement is incorrect and you only owe " {$220.00} to be current for XX/XX/XXXX. '' I want to stop the threats of foreclosure as they are not warranted ( I now am in forbearance until XX/XX/XXXX. ) I also want Shellpoint to mail ACCURATE statements monthly, reporting payments in a timely manner, withholding unnecessary late fees, and stop bullying consumers into draining their savings in playing the impossible " catch up '' game. This company has the WORST online rating and someone needs to file a lawsuit for their despicable practices.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Primary holder Deceased Information was reported on my credit file not knowing the outcome of the mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During COVID 19 and the month of XXXX-XX/XX/2020, I asked Shellpoint Mortgage Servicing for a three month forbearance which they agreed to provide me because our city was on lock down and being XXXX XXXX had no income coming in. I contacted Shellpoint in XXXX and started making payments as they requested to keep the account current. They finally gave me a a twelve month re-payment of the three months that where in the forbearance in XX/XX/2020. Since then they have place 120 Late Indicators in my Credit File for the XXXX, XXXX, XXXX, XXXX, XXXX, XXXX & XX/XX/2020 thereby ruining my credit. Since XXXX I have made endless calls asking them to put my account as current since I have not missed any of the payments that they required after the forbearance period but to date no resolutions has been accomplished. They have totally ruined my credit and continue to put 120 day Late indicators on my credit file month after month. They claim that even though they agreed to a repayment of the three months of the forbearance period the loan is not current they will continue placing 120 late payment indicators on my credit history file. My account number is XXXX- Shellpoint Mortgage Servicing XXXX XXXX XX/XX/XXXX, XXXX XXXX, XXXX , SC XXXX Tel. XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A