Date Received: 2020-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We sold our house on XX/XX/2020. The mortgage was paid off by the title company on XX/XX/2020. The MORTGAGE is STILL OPEN IN THE PUBLIC RECORDS of the XXXX XXXX XXXX, XXXX, NJ. I have contacted Shellpoint Mortgage Servicing on many occasions, by phone and email, and they are not responding to my request. I spoke to the county clerk and they said to find out how the cancelled mortgage was sent in because their on-line system has been down since XXXX and they have no record of receiving anything from Shellpoint. I gave this information to Shellpoint and asked them how they sent in the cancelled mortgage. They have not responded other than to send me the same letter over and over again that they received my inquiry and they are working to gather the information. I am getting nowhere. I finally asked them on a couple occasions to please just mail in a duplicate cancelled mortgage to the clerk, so we can get this off the records. This is impacting our ability to apply for a mortgage - because no lender is going to give us a mortgage if it shows we still have an open one. We have a very small timeline to get a mortgage because of our rental lease expiring.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2020-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried calling this Shellpoint ( NewRez ) to delay my payment and put myself in a forbearance program and connecting with the department was extremely difficult and wasn't successful in connecting with a agent. Therefore, so between being furloughed for over 3 month and then getting XXXX with XXXX XXXX. I must have overlooked the payment and without being successful with connecting with an agent. After all I was also XXXX XXXX with XXXX and wasn't in the correct state of mind will the illness. I called Shellpoint to explain the situation and they had no intention in helping me but I believe I was speaking with someone without the authority to help me. I was thinking surely they can see that this is a special circumstance and would be willing help. I believe in compassion and that we live in a world where empathy is something that big companies can still exercise given the correct circumstance. I do appreciate NewRez before this point they have been great to work with and extended there business to me and I will be forever grateful for this. I am trying to rebuild my credit in preparation for business oppurtunities. I have been able to show that I am capable of responsible credit management as reflected in my credit records. I am requesting that you give me a second chance at a positive credit rating by revising my trade line with the Credit Reporting Agencies. I sincerely hope that there is redemption at NewRez, and I beg you for such consideration. Please let me know if any additional documentation would assist in reaching a positive outcome. Very Hopefully, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Dr Sirs, I Am contacting you in regards to Shellpoint original # XXXX ditech acc # XXXX they have written letter # XXXX that will be attached .In this letter dated XX/XX/XXXX from their recovery dept .that this account will referred for additional collections .from that date have been contacting via phone leaving messages twice a week since then. This XXXX # XXXX was DISCHARGED in XX/XX/XXXX with the then note holder Conseco.Furthermore in the decision past down from supreme court of new york county of XXXX county in XX/XX/XXXX with green tree and was granted relief therefore contract is null and void now .They were granted seizure of collateral .Greentree serving llc did not due diligence in perfected the seizure of collateral with XXXX county court and XXXX county sheriff dept as is per New York state law. It is further noted in letter that Shellpoint mortgage servicing said to advised that they CAN NOT bring legal action to collect this debt or threaten to do so in state of ny due to statute of limitation has expired however they keep calling and sending mortgage statements .Furthermore they state in said letter that they may report to credit report bureaus. As stated earlier that this dept has been discharged in federal bankruptcy court 19 years ago.we no longer have any responsibility for said debt.they are trying to collect on and would be a violation for bankruptcy court.Debt collectors can not try to collect on debts that were discharged in bankruptcy. Once the debt is discharged by the bankruptcy court, the discharge permanently bars the creditor or debt collector from collection of the debt.we have also contacted the credit bureaus to have it removed once already CFPB # XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Multiple issues : 1. First of all, this is a commercial loan, held under my XXXX. The mortgage servicing company, Shellpoint Mortgage, notified me in a letter that they do not report commercial loans on personal credit reports, yet this still remains on my personal credit. 2. Secondly, I have entered into a forbearance program on this loan in XXXX of XXXX due to inability to pay mortgage because of the pandemic. I was told over the phone that I would be on forbearance for 3 months, with the option to extend another 3 months and possibly beyond, once the XXXX 3 months is up. After the first 3 months, in the month of XXXX, I spoke to another representative on the phone, whom asked if I need to extend the forbearance, to which I told her yes, because I am still suffering financially due to the pandemic. I had sent all of the requested information for the extension of the forbearance, and was passed around to multiple representatives. On one phone call in XXXX, a representative told me that I must pay my bill because my forbearance was over in XXXX. I told her that I was in the process of extending the forbearance, and she told me, for the first time ever, that my lender was not extending forbearances for any of their customers, and that I am considered delinquent for the past 3 months. I told her this is the first time I was told that, and she apologized for not having communicated that with me. Now my credit report is showing that I am delinquent for the months of XXXX, XXXX, and XXXX, when I was supposed to have been in forbearance. I have all recording of every single one of my calls with Shellpoint, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX. I also have all the email correspondences since the end of XXXX where I have submitted all of the requested info to extend my forbearance. They told me they were not offering forbearance extensions in XXXX, AFTER the fact that they have been reporting my account as delinquent, while having me believe that they are working on my forbearance extensions. 3. Lastly, a representative of Shellpoint had been corresponding with me via email and had made discriminatory remarks regarding my XXXX sounding name. My perception is that she is treating me differently due to discrimination, by falsely telling me that all of the other reps that told me they do not report on commercial loans are incorrect, and that she is the only correct representative of Shellpoint regarding the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear Shellpoint Mortgage Svc : Please be advised that all debt associated any account which you are servicing was discharged in my Massachusetts Chapter XXXX bankruptcy filed on XX/XX/XXXX. I received my discharge on XX/XX/XXXX. A copy of the discharge is attached. The debt you continue to seek to collect was not reaffirmed. In fact, the debt you are attempting to collect was the result of a mortgage on property located in XXXX, Massachusetts, being, XXXX XXXX XXXX XXXX XXXX. It is not in reference to the property known as XXXX XXXX XXXX XXXX XXXX which you continue to refer to. Please check your legal description. The property known as XXXX XXXX XXXX XXXX XXXX was foreclosed in XXXX by the condominium association as a senior lien holder. A portion of your lien was paid and the balance was discharged in bankruptcy. YOU DO NOT HAVE A MORTGAGE ON ANY PROPERTY WITH RESPECT TO THIS DEBT. IT IS ENTIRELY UNSECURED AND I DO NOT HAVE ANY PERSONAL LIABILITY ON THE DEFICIENCY ON THIS NOTE. On XX/XX/XXXX you reported an account with a balance owing of {$350000.00} and as current payment status 120-149 days late and worst payment status as 120- 149 days late. This information is inaccurate as the debt has been discharged in my XXXX Chapter XXXX bankruptcy and I have no further liability. You report this account as opened on XX/XX/XXXX. To date Shellpoint continues to report this account as delinguent 120 days, 7 missed pmts, etc. and continue to increase the amount of liability, i.e. currently {$360000.00}. This reporting violates my rights pursuant to my discharge and has resulted in financial damages. As a result, I AGAIN hereby demand that you remove this account IMMEDIATELY AS WELL AS ALL these remarks and other derogatory ratings from all reports to all three credit bureaus immediately. Your continued reporting is a violation of my discharge granted pursuant to the bankruptcy laws. I have made numerous calls to your company in an effort to settle this amiably but all to no avail. Your reporting is affecting my credit reports and I am suffering monetary damages as a result. If I do not immediately receive confirmation that this has been corrected, I will pursue your company for damages and attorneys fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX my mortgage was sold from Ditech to NewRez LLC. At that time I voluntarily escrowed my property taxes but did not escrow my home insurance. Somehow during the transfer of my mortgage NewRez recalculated my escrow account evaluation to an outrageous calculation that quadrupled my escrow. From XXXX XXXX, Ive exchanged 50 calls to try and rectify the miscalculation. As a result of the miscalculation my payment went from approx {$800.00} a month to approx {$3300.00} a month. In XX/XX/XXXX NeRez responded to my request for a reevaluation of escrow and they determined that indeed the calculation was incorrect and reduced my payment. Although I had received notification of the reduced payment the website still reflected the approx {$3300.00} previous miscalculation and would not accept what it saw as a partial payment to be made. I still mailed in a check for what I new was the correct amount and they put that money into the escrow account didnt apply it to my regular payment. After another two months I finally got my account corrected. As soon as it was corrected then I started getting notices that they had no record of my home insurance. I connected my insurance agent who emailed AND faxed verification that I in fact do have insurance and I have paid it privately since before NewRez acquired my loan. Despite multiple submission they claimed I had no insurance and placed a lender placed hazard insurance on my account for several thousands more than my actual insurance. In XX/XX/XXXX I was finally able to get the insurance issue corrected that proved I had always had insurance but now they are refusing to return the months of payments where they charged me for insurance that I already had. They told me it had to be put in my escrow account. So, I asked to CLOSE the escrow account completely and that I would pay my taxes privately. Once I sent a request to close the escrow account they DENIED my request to close the escrow account because of a late mortgage payment but the late mortgage payment was THEIR fault from the months prior and they had already corrected that and refunded the late fee. They are forcing me to have this escrow account despite my original loan did NOT require escrow account, the existing loan is LESS than 25 % of the value of the home, there is no record of me ever missing a tax payment, in the 17 years Ive had this loan Ive not have ONE missed payment until they purchased my loan, and the reason for denying my request to dissolve the escrow account based on the missed payment was ultimately due to their error in calculating the correct amount to begin with. Further, they are now increasing my escrow payments AGAIN although my taxes havent increased. I believe they are illegally attempt to collect funds each month which they can make interest off for the entire year and then return as an over payment at the end of the year. When I spoke with a customer associate in XX/XX/XXXX she told me that I used had to keep paying whatever they charged and that I had to wait until the end of the year calculation to get any overage amount. Currently my escrow account has more than 2/3 the amount to cover my property taxes for NEXT YEAR yet they still claimed there is a shortage for next year. Their new calculation would have me paying more than 250 % of my estimated taxes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicer d/b/a NewRez has been misappropriating my monthly mortgage payments beginning in approximately XX/XX/2020. According to my loan amortization schedule my monthly mortgage payment is {$860.00}, of that payment {$200.00} is supposed to go Into the escrow account. My mortgage servicer has been holding onto payments in a not applied status then charging me a late fee. They have been applying principal only payments without authorization which has caused my mortgage account to be disproportionately skewed. They have also reported late payments to credit agencies. I began noticing an issue around XX/XX/2020 when I began calling asking questions without any resolution. In XX/XX/2020 I called shellpoint and submitted in writing to the portal and via certified mail a 7 page letter with multiple documents that identified shellpoints errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We refinanced our home in XXXX. The new mortgage company paid off {$250000.00} via wire transfer that was completed XX/XX/XXXX. New Rez reported us 30 days late even though the wire transfer had been confirmed as received before XX/XX/XXXX. We hired an credit repair attorney to get the incorrect information corrected and the credit bureaus refused to correct the information as well as did New Rez. I was told I would need to file a law suit against the bureaus by the credit repair company. A few other things are worth noting : 1 ) the credit file is reported incorrectly - reporting New Rez as currently late with a XXXX balance. 2 ) I called XXXX and XXXX in XXXX and they customer representatives told me there was no lates on my file in relation to New Rez, but it shows when my mortgage company pulled my credit file shortly after in my efforts to obtain a new mortgage. 3 ) I have documentation proving that New Rez had received the payoff on the XXXX, before the 30 day late marker.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: NewREZ LLC NMLS # XXXX mortgage company is purposely procrastinating with paperwork to further the financial harm to its client. filed to refinance using an Irrl loan through the current mortgage company in XXXX XXXX now after 3 months of being told just wait everything is good. now the loan can't qualify for the IRRL program because I had a late payment for XXXX and it was also time to make XXXX payment. I specifically have correspondence where the loan officer wasn't helping me. Quite a few unanswered emails on specifically asking about the process and what about the XXXX payment? I was again told not to worry the new loan was processing then poof! she vanishes. I have a new loan officer telling me that I need to make those payments to proceed with the loan. So I make them then a week later I'm being told since I had a late payment now the loan couldn't qualify. XXXX! My loan has been current with this company since they have managed the loan. I believe that the company is not working refinance loans in a timely manner to accrue the higher rate payment for as long as they possibly can. This in turn has put financial strain on my family. This has hurt me mostly financially but has also now blemished my credit rating. Had I not been smart enough to put my XXXX in XXXX payment in the bank I fear that would have been the beginnings of me losing my home, due to a foreclosure.
Company Response:
State: VA
Zip: 23860
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2020 XXXX Called Shellpoint/NewRez to check status of escrow analysis, was told it was in process and company has until XX/XX/XXXX to complete. XX/XX/2020 XXXX Called Shellppoint/NewRez to advise still no escrow analysis received, XXXX advised he ordered on " super expedited '' and request should be complete within 1-2 days, and in my mailbox by " next week '' XX/XX/2020 XXXX Called Shellpoint/NewRez for status of escrow analysis, was informed payment due increased due to having 2 homeowners insurance policies. Was on the phone with XXXX XXXX, I was informed that XXXX policies were being charged on escrow, I emailed XXXX Page of the correct and only policy, and this was corrected to one homeowners insurance policy. New escrow analysis ordered. Was advised request was " expedited '' and should be complete by end of week. XX/XX/2020 XXXX ( XXXX ) Called Shellpoint/NewRez for status of escrow analysis, will be done by Weds, feel free to call us on Weds for results/information. XX/XX/2020 XXXX Called Shellpoint/NewRez, ( XXXX XXXX the XXXX ) not completed yet, call back in a few hours if you'd like. I hung up disgusted and angry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60124
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A