Date Received: 2020-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez aka Shellpoint Mortgage has not paid any insurance or taxes from my impound account for one year now. Repeated calls get me nowhere. The people on the phone are completely useless and only read their scripts, never follow through and quite frankly have no business even talking to consumers. I am now looking for an attorney as they will not response to or resolve any issues I have. They are at fault 100 %. My house was 2 hours from getting a property tax lean and I had to pay the tax which were already impounded to prevent this. To make matters worse they increased my payment by 30 % to get more money into the escrow account. They are quite simply stealing my money which in my opinion is gross fraud and illegal practices. Mortgage companies must be accountable. If I miss a payment they ruin my credit and take me to court. This company must be taken over by the regulators. It is simply appalling that a company can operate in this manner, and not be accountable to anyone. They have had more complaints than any other company for months now. How is this allowed to continue! I have found hundreds of people posting similar complaints. Where is the oversight?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I emailed the Escalation Department about my 2nd Deferment and on XX/XX/XXXX, the response I received was unacceptable and irrelevant to my inquiry, in other words, the response omitted or did not mention details about the second deferment. On XX/XX/XXXX I sent another email request to the Escalation Department regarding the 2nd deferment but that request has gone unanswered, so I am filing a complaint for assistance. I was granted 2 deferments. The first was a ( verbal ) forbearance that converted into a deferment from XXXX, XXXX and XX/XX/XXXX. The second deferment was in ( writing ) and signed by a Shellpoint officer. See attached. HOWEVER, THE SECOND WAS NEVER HONORED AND NO ONE HAS PROVIDED ANSWERS. I received a cover letter dated XX/XX/XXXX with an enclosed written deferment agreement dated XX/XX/XXXX XX/XX/XXXX. The cover letter stated that the deferment was granted but correspondence might not have been sent to me. The written deferment agreement was signed and dated XX/XX/XXXX by Shellpoint Officer ( XXXX XXXX XXXX so why I was told on XX/XX/XXXX ( all calls into Shellpoint Servicing are recorded and I recorded calls too ) that I was not granted a second deferment and if payment is not made ( by the next day ) XX/XX/XXXX, that a late fee would be assessed and if no payment is received by the XXXX, then possible negative credit reporting, upon hearing this, I panicked, scrambled up a payment and made it online.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I was trying to make a payment online to our mortgage company, NewRez. I went into the website like I always do to make my payment. When I logged in to my account and put in my login information, it went to the same page as it always does to enable me to make my payment online. When I clicked on the make-a-payment button, I got a message saying that this loan doesn't accept online payments. I tried it several more times thinking that maybe I put in the wrong info and kept getting the same result. I then called the number for customer service listed on the website and also another number listed on my statement. I finally talked to a csr and when I gave them our loan number and my husband 's SS #, they told me they couldn't find our account information. I asked them how that could be true, because we have had the same account info since we have been with this company. They acted like they didn't know what could be wrong. I asked them why I was not able to log in and make my payment online like I always do, and they said they didn't know. The csr told me that they would inform their tech dept about the issue, and they would contact me by email about it within 24 hrs. Today is XX/XX/2020 and I still haven't heard anything from them on this matter. I just logged into my account again a few minutes ago, and when I put in my login info, it told me my info is wrong. I know that I am putting it in correctly, because I have my info written down so I wont forget. I have heard about people getting their mortgage information stolen and others using it to open new accounts. I need to know what is going on with this. Also, I just realized that the number I was giving them was an account number and they asked for a loan number, which I don't have. But they should still have been able to find our account info using my husband 's SS # and the account #. Your help is appreciated.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AR
Zip: 71854
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I applied for forbearance on 4 mortgages I have with the same servicing company and was approved for the months of XXXX, XXXX, XXXX XXXX and XXXX. In XXXX I paid my balance in full on all four mortgages and resumed normal payment schedule. Mid XXXX they reported me 90 day late for XXXX, 120 days late for XXXX and 120 days late for XXXX. I disputed with the credit bureaus and company. On XX/XX/XXXX I finally received a call stating they found their system error and had reported back to the credit reporting agencies and the is would be resolved in 2 weeks. In deed by mid XXXX the credit reporting was correct. on XX/XX/XXXX they reported me late again on only one account this time. I showed up on my credit report on XXXX. I called the company contact and sent emails, but have not heard anything back. I have also filed disputes with the credit bureaus again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
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: In XX/XX/2020 my home loan was purchased from Ditech by NewRez. Since that time my home loan has not been reporting to the credit bureau. NewRez 's website states they have 30 days to start reporting. In XX/XX/2020 I called to find out why it was still not showing up on my credit report and they told me my account had been flagged bankruptcy when it should not have been and that they would fix it immediately. I then received a letter via email on XXXX over a month from when I spoke to them apologizing for their error and they would fix the problem and my home would report starting in XXXX. I have owned my home for over three years and the lack of credit reporting for 9 months has affected my credit in a negative way. I am asking that NewRez report my loan as stated on their website for the duration of the time they have had my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 729XX
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I am attaching a copy of my most recent correspondence to a credit line provider, Shellpoint, regarding their incorrect reporting to credit agencies for my loan for a property in XXXX. I have not received a reply since sending this communication back in XXXX and have paid that line off completely since. Evidently, my plea to right their entry on my credit report has been ignored by the lender. Details of the request below : I reached out to Shellpoint to clarify the fact that the missed payments on my loan # XXXX were reported on my credit report despite the loan 's having being discharged in the bankruptcy of my co-borrower. In the attached communication to the company, I detailed the circumstances of this loan and all of my bone fide efforts to regain control of the property and my eventual successfully executed transfer of title to my own 100 % ownership through a quit claim deed signed by the bankruptcy-discharged co-borrower.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage is held by Shellpoint Mortgage. Because of Covid 19, my work has been shut down since XX/XX/XXXX. I am furloughed until at least spring or summer of 2021. I have been able to collect unemployment and have found some XXXX work, in the meantime. The mortgage is only in my name. My wife is not listed as a co-borrower. She is self-employed and mostly works part-time. Her work was also greatly impacted due to the pandemic. She is the person who handles the finances and the communication with the mortgage company. We applied for a forbearance at the end of XXXX. Communication with Shellpoint for the following few months was very sparse. We were told near the end of XXXX that it was approved for 30 days and that they would call us on the following XXXX at XXXX to discuss the next 30 days, because they only approve 30 days at a time. They never called. They did eventually email to say they would call at another specific day/time. They did not. A stop payment was placed on our account and we believed that meant we were approved for more time. In late XXXX XXXX they called to ask for a payment in full. We have been trying to work out a solution ever since. In XXXX, we did send them {$120000.00} to cover three months of payments and requested that the outstanding months be deferred to the back end of our loan. We've submitted multiple hardship letters, months of bank statements, explanations of deposits, explanations of our work search, lists of our monthly expenses, etc. They continue to refuse to approve a deferment and claim we have the money to pay in full. We don't. They have made decisions based on old information. We were advised to request again. We did. They continue to deny a deferment. We have requested this three times now. The last time was at the beginning of XXXX. This time we were denied because of a missing bank statement. Our bank changed our savings account statement cycle to be quarterly ( we have no idea why and they couldn't explain that either ) so there was no XXXX statement generated. We submitted a screenshot of that account activity, but Shellpoint would not accept it. Our bank did eventually mail us a statement, but it took over a week and Shellpoint denied our request before we received. it. We've continued to explain that a 12 month repayment plan would create an even greater hardship, because our income is not stable as a result of the pandemic. We do want to resume payments. We've expressed this since XXXX when we sent the check for $ XXXX. They still have a stop payment on our account through all of this and will not allow us to make monthly payments, but they continue to add late fees every month. We went ahead and mailed a payment for XXXX and they returned it because it wasn't enough. They said they will only accept a minimum of two months. What!?!? This has been incredibly frustrating and humiliating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07040
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX purchased my mortgage from Ditech. XXXX XXXX, Loss Mitigation Specialist, Shellpoint Mortgage Servicing ( XXXX ) XXXX ( Direct ) In XX/XX/XXXX - I had filed for Bankruptcy, it was approved. I did not include the home in my filing. My Mortgage payment has always been {$1100.00} a month. I have never missed one payment! My payments were and continue to be paid through my bank - XXXX. I never escrow my taxes and have always paid my property taxes through my bank XXXX as it goes directly to the XXXX County Treasurer. Over the past two months, I have received two calls from Shellpoint, called back out of courtesy and get the run around. We can't talk to you! The Bankruptcy Attorney sent the letter in XXXX ( attached ), still Mr. XXXX refuses to speak to me! I had requested a Loan Modification, received the packet from the Attorneys Office ( it was not sent to my home ) .. it came late, I notified Shellpoint about it and told them I needed to review it.. Then signed and sent it back. Not hearing from them - I made the first Loan Modification for {$1100.00} on XX/XX/XXXX and have continued to date - UNTIL XXXX emailed me today and said XXXX has refused my payment! As stated and can back this up - I have never missed a mortgage payment and can't believe the way this mortgage company works! I work for the XXXX XXXX XXXX XXXX and take calls from consumers about these types of practices! Never thought I would have to deal with it! I am looking to refinance after my bankruptcy clears! Shellpoint has made life stressful - just for the fact they play with your mind and leave you guessing! This is not the way to do business! I am attaching the emails of XX/XX/XXXX through today, and a the same actions another consumer had just gone through with Shellpoint! I would appreciate scheduling a call with someone from your office & Mr. XXXX. I would like to hear him explain his actions to the Government! Thank you XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60803
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good evening, I am in the process of applying for Standalone Partial Claim with my mortgage company due to COVID. I was told by Shellpoint that I do not qualify for this because of a missed payment in XXXX That payment was NEVER missed, Shellpoint said I did not owe for the month of XXXX. I have been trying to get my account into investigations since XXXX, and I have written documentation since XXXX the escalation department refuses to respond. They continuously show lack of professionalism. On XX/XX/XXXX that will be 60 days they have not responded to claim. I really need them to investigate my account and listen to every single phone call I made to show that it was an error of their part, and that I did not miss the XXXX payment, and they continuously told me I did not owe. I need them to do this so I can qualify for the Standalone Partial Claim and not loose my house. I will be attaching documentation proving that the escalation is failing to fix my account. Please help me!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Company continues to threaten me and this account has been reported inaccurately. This account has never been on credit report and my information was passed by company to company multiple times without my consent. I want this removed from all three credit bureaus immediately and for them to stop harassing me. I lost my job due to covid layoffs and have lost family members and this continues to add stress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A