Date Received: 2020-11-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I was recently contacted regarding my credit that Shellpoint reported me more than 30 days late for my XX/XX/2020 payment this year which drastically impacted my credit score. My frustration with Shellpoint is that during this time, I was starting a 3 month forbearance plan, starting in XX/XX/2020 - but still made 1/2 payments for XX/XX/2020, XX/XX/2020, and XX/XX/2020 - Please note that I paid in full and caught up my account this XX/XX/2020 only because I was concerned about how slowly Shellpoint adjusted my account and wanted to continue to show my good status with Shellpoint. I had a guarantee by your team XXXX XXXX XXXX among others at the time ) that taking on a forbearance would not negatively impact my credit and that you would be keeping this internal to Shellpoint and no reporting to the credit bureaus. Please note that I have maintained my account in a pristine fashion with you for more than 3 years, with early payments. Even during the Forbearance period I made 1/2 payments, then paid in full early - before it was due in XXXX. I started conversations back in XXXX to decide if it made sense to use the forbearance plan, even though I had the savings for this - but due to COVID, my salary had been drastically reduced and this would help my short term cash flow. You can imagine my surprise when I just received notice that my credit dropped by nearly 100 points since Shellpoint reported that my XXXX payment was late - more than 30 days overdue - even though I was in Forbearance period and I also made a 1/2 payment for XXXX in XXXX. My credit has been perfect - obviously, in that I wouldn't have even been able to get a jumbo loan if this wasn't the case. Can you please straighten this situation out with your credit department and the Bureaus? I really appreciate your assistance in this matter. I have all of the paper work and history - in addition to the copy of my credit report showing Shellpoint 's negative rating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I called my mortgage company back in XXXX after I realized that they have not been reporting to the credit agencies. I was assured it would be escalated and it would take one month for it to cycle and show up. It is still not on any credit reports. I was previously with DITECH back in XXXX and New Rez hasn't been reporting anything since I have been transferred.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company involved. Shellpoint mortgage servicing/newrez. Issues During servicing and after loan was paid off with this company. I refinanced my loan on XX/XX/XXXX and i no longer owe anything to this company. They do not respect the loan terms on my loan, and most agents cant do much, apart from sending an email to their loan servicing department that has no phone number to ever be reached. It is impossible for me at this point to collect my money they hold on prepaid interest part from my payoff quote. Also they keep on trying to put a prepayment penalty on my loan. And they have never heard of sending prepaid interest on payoff quote if the loan got transferred and they got their money in advance. The dates are as follows payoff quote issued XX/XX/XXXX. Closing on new loan with another company signed XX/XX/XXXX. Payoff cleared on shellpoint side on XX/XX/XXXX. Payoff quote as follows : Principal balance {$97000.00} Interest to XX/XX/XXXX {$1000.00} ( to be prorated and balance refunded to customer ) Prepayment penalty {$0.00} Release fees {$98.00} Total payoff {$98000.00} ( cleared in their account on XX/XX/XXXX ) The only refund i have pending to be received by mail is my escrow. When i call them about my interest that they owe me back for 23-24 days for which they are not the lender on the account they are either not sure what i am talking about or they claim that i have prepayment penalty and they owe me nothing. 1. I do not have prepayment penalty because the payoff quote says {$0.00} 2. My loan with them was with interest of 8.25 %. My loan terms as signed XX/XX/XXXX say that if my interest is higher than 8 % i can make a full prepayment without paying a prepayment charge. Also based on the terms of my loan i can only be charged any prepayment charge for the first 24 months only. My original loan was signed XX/XX/XXXX. As far as attempting to contact them, I have escalated the issue XX/XX/XXXX and was supposed to receive a response within 24 hours. Since i got no one to contact me for 2 days i called again today XX/XX/XXXX. I was told they are submitting for review and that i have a prepayment penalty that needs to be removed. Still the numbers still do not add up. And i couldn't get a full number on my refund. I was told to call again after 3-4 business days. I am pretty sure nothing will happen the next time i call unless i report them. In regards to the issues during the servicing period. They conveniently made a mistake of paying my insurance twice instead of once ( in XXXX and then XX/XX/XXXX ). By the time i found out and received the overpayment check from the insurance company ( end of XXXX beginning of XX/XX/XXXX ) they already had conveniently completed their annual escrow reevaluation. Of course my account went on negative and as a result they added {$230.00} monthly to my escrow for the entire year. My original escrow was {$170.00} and went to {$400.00}. In other words I would have overpaid {$2700.00} ( on 12 months basis, an i refinanced ) because they sent a {$450.00} check twice.
Company Response: Company believes the complaint is the result of a misunderstanding
State: IL
Zip: 60659
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a total of five loans with Shellpoint. The last two loans I acquired this year are loan numbers XXXX and XXXX. After these loans transferred from the original servicer, and I started making payments, I set both of these accounts up on autopay as I have done in the past with the three other loans I have ( loan # s XXXX, XXXX, and XXXX ) Both accounts were set up through the same account at my bank which is an account ending in XXXX. Loan number XXXX debited for the first time on autopay on XX/XX/2020 in the amount of {$1200.00}. The second payment was posted for {$1200.00} on XX/XX/2020 and a third payment was debited on on XX/XX/2020 for {$1200.00}. On two occasions I was told by a Shellpoint representative that the autopay had not worked for loan number XXXX. I asked them why it was working for loan number XXXX but not for loan XXXX. I was told the first time it didnt work that one of the numbers may have been transposed so I was instructed to set up the autopay again. I did again and was very careful to make sure all of the numbers were correct with the account number and the routing number. The following month I had the same result and noticed this before the end of the month to avoid a 30 day late on my credit. I was instructed to try it again and that I could follow up again to make sure that the account information was correctly inputted. I was concerned because I hadnt received any notification that the payment hadnt gone through. I was told that Shellpoint would notify by the grace period if a payment hadnt been made. I set the autopay up again and contacted Shellpoint a third time to verify that all of the numbers were correct. I was told that it had been and that the autopay would work. On XX/XX/XXXX, I noticed that a payment had not been made for XXXX and contacted Shellpoint again. I was told by a representative that because the autopay had not worked two consecutive months, that I was not able to use autopay and I s shouldnt have set it up that third time. When asked why I hadnt been contacted to know about the late payment, I was told that there had been calls made to me and letters sent. I had not received any letters to that point and never had received any voicemails. I have never had a 30 day late on any of my mortgages with Shellpoint and ask that the 30 day late for XXXX be removed from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84106
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Beginning on XX/XX/XXXX2020 we began the process of refinancing our home to lower our monthly payment. It was supposed to be a simple rate and term refinance. We received conditional approval on XX/XX/XXXX and were given what conditions needed to be met on XX/XX/XXXX. We began working immediately on getting the company the documents they requested but we had several questions about some of the documents being requested, and they told us not to worry about giving them those documents requested. The mortgage company then took 6 weeks to get back to us ( the end of XXXX ) just to tell us never mind we do need the documents that we told you not to worry about after all, as well as requesting several other documents that they had never requested. Within 3 business days I had all requested documents to them. Then we waited another 2 weeks just to be told that they needed even more documents ( due to COVID- I only discovered this after I reached out to a different lender about switching our refinance to them ). Then came time to close we signed the paperwork on XX/XX/XXXX2020 and closed, and the next morning after the closing documents were signed they came back and said we can't secure the financing because you now have 2 car payments. I was told in an email that if we paid off one of the car loans then we could close. So we paid off one of the car loans, and then the mortgage company took too long to process the paperwork and the appraisal on our house was no longer valid. They did not inform us with due time that the old appraisal was expiring nor did they look ahead with fore site to prevent this delay. It is now XX/XX/XXXX20 and the company is continuing to drag their feet on the closing of the refinance of our home. We have met and exceeded their requirements. I have spoken with numerous managers who say they are working on it but nothing is actually being done. I understand that their is high volume but closing on our house should be the easiest thing and they are twiddling their thumbs.
Company Response:
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We paid off the loan on XXXX XXXX with Shellpoint Mortgage. My husband called to get instructions on how to pay off the loan and get the title and XXXX release that we need for our single wide trailer. After paying it off, my husband called XX/XX/XXXX or XX/XX/XXXX about getting the title and the lien release that we need. We have not received anything for this paid off loan. My husband called again sometime in XXXX, again we still have no documents. I called XX/XX/2020 about getting the lien release and title, the customer service rep told me that that should have already went out. She put in the request and I will have it within a normal mailing period. I called again on XX/XX/2020 to get an update about where the title and lien release was, the customer service rep said that I will need to send my request in an email. When I told her that I know I am suppose to have a lien release in 30 to 60 days, and it has been all of that plus more. She then told me that they can only provide a statement saying that the loan is paid off, not a lien release. XXXX Not sure how that works, when the lien holder has to provide a lien release showing the DMV that the lien has been paid off XXXX. She emailed the statement to my husband. I emailed my request on XX/XX/XXXX also, and still have no response or documents that I have request. The only thing we received was a letter in the mail on XX/XX/2020 saying that they are working on our request. Which I'm guessing was the email that I sent requesting an update for where the title and lien release is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 652XX
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Recieved forebearance and deferrement back in XXXX thru XXXX. Applied for extension. Never received anything stating the extension wasn't approved. Everytime I logged online it stated that we were still in forebearance up until XX/XX/2020. Even so still paid as much as I could during this time. Rang to schedule full payments starting from XXXX and was told Forebearance expired XXXX and the extension was not approved. I now owe over {$10000.00}. Explained that I applied for extension of forebearance and deferment in XXXX ShellPoint told me - " yeah the website was wrong! '' Company have suggested only plan available is for me to pay {$4800.00} for the next 6 months. Current payments are {$2400.00} I can not afford {$4800.00}. I think this is extremely unfair seeing as I made payments during the forebearance and did everything I could.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my house in XXXX of XXXX. The mortgage was sold to a mortgaging service company in XXXX of XXXX. On XX/XX/XXXX, the first half of my property taxes were due. The mortgage servicing company did not pay them. They finally paid them on XX/XX/XXXX but they paid both the first half that was overdue AND the second half as well ; these were processed as two separate transactions. Because two transactions were received by the mortgage servicing company 's payment systems, the second transaction was kicked out as a duplicate payment. This took me from XXXX, XXXX to the end of XX/XX/XXXX and I ended up paying the taxes myself with the company reimbursing me in XXXX, XXXX. It was a serious hardship to come up with such a payment during these Covid-19 times. I refined my house again in XXXX of XXXX and once again, my mortgage was sold to the exact same company. On XX/XX/XXXX, I received a letter from my homeowners insurance company stating that they had sent a bill to the mortgage servicing company twice but had not received payment which was due on XX/XX/XXXX. I contacted the mortgage servicing company and they said that due to a data entry error, the bill from the insurance company was marked paid when it had not been actually paid. The mortgage company corrected the error and released the payment to the homeowners insurance. The mortgage servicing company is NewRez LLC XXXX, MI XXXX. These are two major issues that have occurred in 9 months. I am concerned that this will continue to happen in the future.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau I am writing to dispute the following information appearing on my credit bureau reports for XXXX, XXXX and Experian consumer report for XX/XX/XXXX. This information was provided by Shellpoint ( NewRez ) concerning my mortgage payments. Contact information for Shellpoint ( NewRez ) Mortgage Servicing is : phone no. : XXXX hours of operation : Monday-Friday XXXX Saturday XXXX XXXX address : NewRez LLC dba Shellpoint Mortgage Servicing XXXX NMLS ID : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX NMLS ID # XXXX The current status of my account is not correct. My credit report shows that according to Shellpoint, I was late making my XX/XX/XXXX payment. I made this payment on time ( see attachment # 1. showing my bank statement with NewRez Shellpoint cashing the check on XXXX XXXX, XXXX. My payment is not considered late until it is received after the XXXX of the month. My XXXX, XXXX payment would have been sent in earlier in the month but I had to spend the early part of XXXX in many phone conversations with Shellpoint and NewRez trying to resolve a real estate tax issue. I have not been late with payments to Shellpoint ( NewRez ) or Ditech. ( Ditech sold my account to NewRez ( Shellpoint ) ). See attachment # 2. showing my payment history provided by XXXX XXXX XXXX XXXX Concerning my XXXX, XXXX mortgage payment, Shellpoint ( NewRez ) knowingly and wrongfully included additional new charges for real estate taxes in which I am exempt. Shellpoint ( NewRez ) did this with full knowledge that I was exempt from real estate taxes as indicated by records maintained by Shellpoint ( NewRez ). This wrongful and willful action taken by Shellpoint ( NewRez ) caused my XXXX, XXXX mortgage payment to increase by about {$900.00}. I attempted to resolve this real estate tax issue on XXXX XXXX, XXXX by notifying Shellpoint ( NewRez ) of their error via a phone conversation and faxed them a copy of my real estate tax exemption status for year XXXX. See attachment # 3. showing fax sent to Shellpoint ( NewRez ) dated XXXX XXXX, XXXX including my Real Estate exemption certification. See also, attachment # 4. showing the XXXX through XXXX, XXXX mortgage statements. Please take note of the nearly {$900.00}. increase from XXXX, XXXX to XXXX, XXXX due to Shellpoint ( NewRez ) 's erroneous charge for real estate taxes. According to several Shellpoint ( NewRez ) representatives I've talked to, Shellpoint ( NewRez ) records show that I have been exempt from real estate taxes but for reasons not provided to me, Shellpoint ( NewRez ) decided to start billing me for real estate taxes beginning XXXX, XXXX. My personal records show I have been exempt from real estate taxes since XXXX. See attachment # 5 showing a several year history of my real estate tax exemptions. My current real estate tax exemption continues until XX/XX/XXXX. I have never before been charged for real estate taxes in past months by Shellpoint ( NewRez ) or Ditech which sold my mortgage to NewRez. For my XXXX, XXXX mortgage payment, I paid {$1000.00} which was the amount I was told to pay by a Shellpoint ( NewRez ) representative on XXXX XXXX, XXXX during a phone conversation. Shellpoint ( NewRez ) records phone conversations so there should be a phone record of this conversation. Even though I provided proof to Shellpoint ( NewRez ) on XXXX XXXX, XXXX that I was exempt from real estate taxes, Shellpoint continued to identify my payment as a partial payment because the payment did not include real estate taxes. Shellpoint ( NewRez ) then notified the Credit Bureau that I had made a late payment for XXXX, XXXX because it did not include real estate taxes. I made my XXXX, XXXX mortgage payment to NewRez Shellpoint which I am contractually obligated to do. This payment was made on time. Since then, Shellpoint has corrected my mortgage payment so it does not include a charge for real estate taxes and refunded a late payment charge. See attachment # 6. showing my new normal payment and refund of the late charge. However, for the last 90 days, Shellpoint ( NewRez ) has failed to take action to delete the 30 days late payment notice for XXXX, XXXX which they sent to the credit bureaus. Shellpoint must delete this late payment notice on all credit bureaus which they have allowed to persist for over 60 days. See attachment # XXXX showing the late payment notice appearing at XXXX XXXX and the damage done to my FICO score. Please see enclosed attachments. Thank you for your assistance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am unable to gain access to my mortgage information online. I have called Newreez mortgage support line on at least 6 occasions over the last 3-4 week trying to get access to my online account for loan for my property in XXXX XXXX, Md. In a call about 7-10 days ago I was told a ticket with IT would be opened and would be resolved in 2-3 days. I called back days later and they told me it takes 5-7 days to resolve IT tickets and that someone would call me. Non once contacted me. I called back on XX/XX/16, which was more than 7 days form my last call, waiting 20 min on hold for someone to pick up the phone. The person who I think was XXXX XXXX, said he would check the status of the ticket. He then transferred me to collections instead. A woman in collections named XXXX said she did not get a warm hand off and had to verify me again. She also did not know how to check on the status of an IT ticket and instead opened another ticket. She told me the ticket number was XXXX. The quality of support that I have received since NewRez took over my mortgage a month ago has been horrible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19348
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A