Date Received: 2020-12-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My home closed on XX/XX/2020. Mgt on XXXX XXXX XXXX, XXXX, NJ XXXX - Shellpoint Mgt Loan # XXXX. My SS. XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, NJ. XXXX My paid off mortgage on XXXX XXXX XXXX, XXXX, NJ XXXX - Shellpoint Mgt Loan # XXXX is still showing up as outstanding on my credit reports Mgt on XXXX XXXX XXXX, XXXX, NJ XXXX - Shellpoint Mgt Loan # XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing has failed to answer issues regarding charges and fees shown on monthly mortgage statements. My Question on XX/XX/2020 : Why does my monthly statement show PAST UNPAID AMOUNT {$540.00}? Shellpoint Response on XX/XX/XXXX : Your XX/XX/2020 statement should reflect an update. As of today XXXX, the XX/XX/2020 statement attached shows PAST UNPAID AMOUNT {$540.00} ( No Update ), and XX/XX/2020 statement shows OVERDUE PAYMENT {$660.00} ( Increased ). Why and What For?? Shellpoint Response Statement on XX/XX/2020 : Shellpoint did not receive payment for XX/XX/2020, until XX/XX/2020, implying XX/XX/2020 was never received. My Question : Why wasnt the payment received on XX/XX/2020, applied to the account? Proof of payment received by Shellpoint but not properly credited to my loan account. Also, the XX/XX/2020 statement shows a XX/XX/2020 Attorney Cost Payment of {$88.00}? There are no arrearages owed on this account for Principal or Interest payments. Shellpoint Representative, XXXX XXXX ( Compliance Department ) stated on XX/XX/2020 letter, their records indicate that the attorney fees have been paid, so the current attorney fee balance is {$0.00} and there are no current arrearages. There are still ongoing discrepancies and improper handling of my loan account that needs to be corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: There were so many issues with the closing of my loan. First off, the disclosure had the incorrect rate. Then contrary to my request another disclosure showed that I would be receiving cash back at closing. That happened twice ... My frustrating situation was escalated to a loan processing manager- XXXX XXXX . As the disclosure was still showing I would be receiving cash back and the process to get it fixed is quite time consuming once again delaying the closing, he offered me a {$200.00} Visa Gift card to instead apply the cash back towards principal. I accepted the offer to move forward with the loan with the disclosure as it was. This was in XX/XX/2020. About a month after my loan closed I followed up with XXXX to see about the gift card as I had not received it yet. He let me know that it was pending approval in accounting. About 3 weeks later I followed up again with no response ... A month later I reached out again with no response. Another month later I reached out ( XX/XX/XXXX ) and he said he was under the impression the gift card was already mailed out and that he would ensure it goes out that week. Still no gift card after that communication. In XXXX I contacted him again. He wrote that he had reached out several times for my gift card. To this day ( XX/XX/XXXX ) I still do not have the promised {$200.00} Visa gift card. It has been 6 months now since the closing of my loan. I feel I have been falsely promised something I would never receive just so I would agree to move forward with my loan without having the final disclosure updated again. In spite of that, at the end of my refinance I had 5 different versions of my closing disclosure!
Company Response:
State: AZ
Zip: 85014
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I Closed on my house almost 2 months ago XX/XX/XXXX. I had to pay my taxes at closing for the year, Approx {$6000.00}. Two weeks before I closed, SHELLPOIN MORTGAGE SERVICING also sent a check on my behalf to pay my taxes through my Escrow account. So essentially I double paid, except the county never cashed the mortgage companies check. So I called over a month ago to let them know that it wasn't cashed and if they can cancel their check and refund my money. They said they would put in a request. I called back today XX/XX/XXXX and they said they would need proof from XXXX County Ga that their check was never cashed. I asked how that was possible and they couldn't respond. I again asked them to cancel the check and they said they are not that department, that I could not speak to that division, and they would leave a note in the account. At this point they are refusing to refund my Escrow money and I need help getting it back. Thank You, XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent an email to my point of contact Mr. XXXX XXXX at XXXX, in order to request a refund of {$7800.00} USD that I was told by XXXX XXXX XXXX which is the company that initially processed the loan. I have tried to communicate with Shellpoint several times by email and phone calls in order to get an answer. However, I have not received clear information. They say they have not received the requested document ( Settlement Statement attached to this complaint ), but I am sure I have sent them this document 3 times. Please, I request that the money mentioned above be refunded. Also, I would like to know why the regular payment of the mortgage increased from {$2400.00} to {$2900.00}, because as I understand, this amount was going to be fixed during the life of the loan. I really feel uncomfortable with this situation and I would like to make a formal complaint Best regards, XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, XXXX we were sent our XXXX mortgage statement from NEW REZ, showing an increase from {$940.00} monthly payment to {$1000.00}. Upon calling NEW REZ there explaination was that this was a hypothetical guess at our taxes for XXXX and that this increased amount would continue well into XXXX, to at least XXXX. WE ARE SENIORS. WE HAVE A SENIOR TAX FREEZE WITH THE COUNTY WE LIVE IN. What right does our mortgage company have in raising our monthly mortgage unconditionally because of their tax guessing game. We told them that we have a Senior Tax Freeze, which got no reasonable response from them. They are in fact putting our money into their pockets on a pure guessing game about taxes, and taking it from us during a COVID crisis, a legitimate tax freeze, and our good record of never being late with our mortgage payment. The previous mortgage company we had, which sold our mortgage to New Rez, pulled a similar outrage by not putting enough money into our escrow for taxes, and then charging us more. The bottom line with this complaint -- -We have a Senior Property Tax Freeze, and it is outrageous that New Rez isn't considering this in their ridiculous and costly guessing game.
Company Response: Company believes the complaint is the result of a misunderstanding
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I purchased our current home on XX/XX/XXXX. We used XXXX as our loan servicer. Our mortgage was sold to NewRez/Shellpoint in XXXX according to a letter we received from XXXX XXXX. Eleven months later, someone from NewRez/Shellpoint manually reversed my XX/XX/XXXX mortgage payment. In early XXXX, I received a phone call from a collector from Shellpoint asking when I will be making the XXXX payment. I explained to the collector that I had never missed a payment. After going back and forth with them for months, I was able to speak to a Shellpoint representative who stated that my XXXX payment was refunded to XXXX. She also stated XXXX had requested the refund. I recently received an email from XXXX stating they have never received any funds from NewRez/Shellpoint. Meanwhile, after several attempts to resolve this issue with the lender, they have reported us 30 days late from XXXX to XXXX of this year. This has impacted our credit scores as well as our ability to refinance this home. We would like to file a claim against NewRez/Shellpoint for the following reasons : Reporting us 30 days late for the past six months, when we were never 30 days late. Failure to notify my husband and me of their intent to report us late to the credit bureaus Failure to notify my husband and me that they were, allegedly, refunding the funds to XXXX. Failure to notify us of any intent to filling a claim to our mortgage insurance. Falsely stating that the funds were refunded to XXXX, the prior servicer. We also would like to know what they did with our XXXX payment since XXXX stated they never received any funds from NewRez/Shellpoing. I have attached all the supporting documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33184
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Checking my credit report from XXXX? XXXX credit services it shows on my credit report that I " XXXX XXXX XXXX paying a second Mortgage to " Shellpoint Mortgage services. The Only Mortgage that I am paying and I am very current and open and with excellent standing is through XXXX XXXX XXXX Mortgage Acct. # XXXX for XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX # XXXX. And the one from Shellpoint Mortgage Services ID Number starts with XXXX ....?? with a balance of {$62.00}, XXXX. Which its NOT MINE MORTGAGE at all! I called XXXX XXXX XXXX and explained my situation and told to file a complaint through CBPF. Even XXXX XXXX its Part of Shellpoint but it is showing a Mortgage that its NOT MINE! Please investigate this matter and get my credit report correct! Please!
Company Response:
State: AZ
Zip: 85713
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of selling the home that I originally financed in XX/XX/XXXX under Guaranteed Rate. The servicing rights have changed hands twice ( Shellpoint then New Rez ). In XX/XX/XXXX, I refinanced for a small payout to make some final repairs so that I could be ready to sell this fall. The payoff documentation to discharge the original mortgage has not been filed with the Town of XXXX XXXX so, as part of the closing process, my attorney has been trying to get the document faxed to his office ( for about 2 weeks ). It is now 3 days before my closing and we still do not have the document. I tried calling New Rez and have been told part of the loan release process was not completed and they will " let me know '' when they can have it done. This could delay or disrupt my closing and cost me nearly {$80000.00} in proceeds. Not to mention, my buyer has already sold her house and needs to move in.
Company Response: Company believes complaint is the result of an isolated error
State: RI
Zip: 02879
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX2020 I refinanced my mortgage abd newrez still show the account open on my credit report csusingba lower credit score. In addition, I've asked for detailed accounting because thet couldn't get my closing amounts correct or accurate and I've yet to receive that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A