Date Received: 2020-10-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage company Shellpoint Servicing has reported over 90 days delinquent in mortgage payments on my credit report despite approving me for a forbearance and then a deferment under the CARES Act as a result of the COVID-19 pandemic. I was initially approved for a forbearance for XXXX - XXXX. In XXXX, I made two payments which were refunded as the file had not been updated to reflect the end of my forbearance. I was then approved to defer the missed payments to the end of the loan. I have never been late on any mortgage payments and as a result of these delinquencies in my report, It has cause adverse impact on my credit. I have reached out to the company and the matter has been referred to their credit department. I have been denied for a loan due to the delinquencies showing on my credit report and need it corrected as soon as possible.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company did not pay the school tax bill. The first deadline was XX/XX/2020 and the amount due was {$2800.00}. I contacted them in XXXX to inquire about the payment and was told that it would be paid on time. I submitted a copy of the bill to them, even though their website said that this was not necessary to do. It wasn't paid and the amount increased to {$2900.00} on XX/XX/2020, due to it not being paid on time. I contacted them several times in XXXX to inquire about when it would be paid. They sent a letter dated XX/XX/2020 which stated that they paid it and {$2800.00} was deducted from my escrow account and the late penalty was covered by them. I contacted the tax office several times and was consistently told that it was not paid. As of XX/XX/2020, the tax collector stated in an email that it has not been paid. Multiple calls to the mortgage company have not fixed this. They encouraged me to file a complaint, on their website, which I did. Several times I was told that it would be fixed and they would call me back to confirm, and they never call back. They stated that all they would do is provide me with a letter stating that they sent the check, however that does not satisfy the bill that the tax collector has not received. On XX/XX/2020, the amount owed will increase to {$3200.00}, due to another penalty for it being late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I make payment to the servicing company and the choose when they want to apply the money to there records. I send in certified fund to keep from having a problem more with the amount they tell me is the mortgage amount and it seems to change monthly. This services company is bad and has many problems When the loan was with XXXX XXXX XXXX I could walk in the door and pay them now it is mailed and I do not know the date that it arrived without spending an additional amount to get receipts. They come up with additional charges for inspections that I have not approved or requested. I am sending you the documentation of all of this actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX i requested for a pay off demand. I have not received anything as of XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a long, storied history with NewRez regarding the removal of our PMI. We initiated this process in XXXX of this year, however it was not until XXXX that they scheduled the Broker Price Opinion of our property. I will not rehash the past in this complaint, but I have already filed 4 complaints with the CFPB regarding this issue ( See complaint numbers : XXXX, XXXX, XXXX, XXXX. As per the letter I received from NewRez Financial, my PMI was cancelled XX/XX/2020. The letter also states I will receive an updated escrow analysis which would reflect my new mortgage payment. I never received an updated analysis. I called XX/XX/2020 and spoke with a representative, who told me that the escrow analysis was due to be completed XX/XX/2020 and I should receive a copy shortly. Today is XX/XX/2020 and I have never received an updated escrow analysis. I called NewRez again this afternoon only to find out they never performed an updated escrow analysis. I have been billed the same amount for my mortgage every month since my PMI was " cancelled ''. My payment has never reflected the cancellation of my PMI. Furthermore, as my PMI was cancelled XX/XX/2020 the 45-day deadline for NewRez to return any PMI overpayments after cancellation passed XX/XX/2020. I have not received any refund checks, nor has there been any credit to my account for the amount I have overpaid. The agent I spoke with today told me she put a " rush '' on another escrow analysis, and that I should expect it by XX/XX/2020. However, after being lied to about this before, I will not believe it until I see it. In addition to the PMI challenge I have experienced, we have also experienced numerous challenges with the Escrow department at NewRez. In addition to the four CFPB complaints made about our PMI issue, I have filed an additional 3 complaints regarding their handling of my Escrow account. This company has lied to me over and over again. Something needs to be done about this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My father passed away and left me his home with a XXXX XXXX mortgage. I fell behind on the mortgage due to me losing income and not being able to sustain on Social Security Income alone. I then lost more income as the pandemic went across the United States. I called my servicer, Shellpoint, and requested the forbearance plan under the CARES act. I spoke to representative XXXX XXXX who informed my that they would not let me enter into a forbearance plan due to my account not being current. I advised that I had read the CARES act and it says it is available to everyone with a federally backed mortgage regardless of delinquency. They still will not let me get on the plan and pause foreclosure action. Also, during the forbearance I am able to make payments thereby reducing my debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34654
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Dear CFPB, Attached you will find a Qualified Written Request, Complaint and Validation of Debt Letter and Truth in Lending ( TILA ), RESPA Request I sent Shellpoint Mortgage Servicing on XX/XX/2020, served certified mail. There have been numerous instruments and documents recorded on my property XXXX XXXX XXXX XXXX XXXX CA XXXX, at the XXXX XXXX County Recorders Officewithout my consent, from many Entities unknown to me. As of today I have not received a response back from Shellpoint to my demand letter. I hope now that I'm reporting this complaint to you, CFPB, Shellpoint will come with clean hands and provide documented proof to validate the alleged debt and to answer to the QWR, TILA and Debt Validation from someone with first hand knowledge, authority and under penalty of perjury. respectfully, XXXX XXXX XXXX XXXX POA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95076
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX Loan Number XXXX was paid off on XX/XX/20 and then was transferred to newrez Loan XXXX for servicing, and then newrez ( who does not have my auth to auto debit from my account ) processed a debit {$580.00} to pay on a loan that has already been paid off. I contacted them and was basically laughed at and made to feel like I was at fault. This is criminal and NewRez gave me the runaround and told me it was legal and that they would continue to debit my account. even though I have proof the house was sold and loan was paid in full.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I wanted to refinance our home with the same company NewRez for the same property address. We started the process for refinance in XXXX of XXXX by XXXX XXXX XXXX loan officer. The appraisal was done on XX/XX/2020 with loan number XXXX. XXXX XXXX rewrote the refinance loan documents four times. In XX/XX/2020 the documents went to the processor XXXX XXXX. She was working on a special CEMA mortgage tax document. This document was designed to save on the mortgage tax that was already paid on our property.. She had me sign closing documents electronically for the closing that was to take place on XXXX XXXX, and a payout date of XX/XX/2020 on loan number XXXX. She also told me to stop the automatic withdraws out of my checking account for the XXXX Mortgage payment on the old loan and I would not have to pay it because she said we were closing and this was already calculated in the payoff. Then I found out that XXXX XXXX left the company. .Documents go to XXXX XXXX , another processor in late XXXX. She sends to underwriting and she told me that we will close in XXXX. Then I find after I call XXXX she tells me that this loan is not a priority and it was put on the back burner.. In XXXX the documents were sent to XXXX XXXX She tells me that the appraisal is expired and we need a new one and the rate lock of XXXX is also expired and will not be honored. XXXX is charging me for another appraisal and increases the closing cost from XXXX to over XXXX dollars and we are not closing for at least another twenty days bringing us to the middle of XXXX, and of course we have not closed as promised. According to the XXXX what NewRez did to me is a crime.. Which includes : violation of trust, misrepresentation of product or service, fraud, deceit and lies.
Company Response:
State: NY
Zip: 11717
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2020 I applied for a 3 month forbearance due to COVID-19 and was approved. During this time I received letters saying my account was past due. I called repeatedly and they told me to ignore the letters, I was in forbearance. In XXXX I said I could resume payments and closed the forbearance both online and over the phone. I resumed payments in XXXX as scheduled. XXXXNewRez sold my loan to ShellPoint in XXXX with first payment due to Shellpoint due in XXXX. When I called ShellPoint, they hadn't received any of the info on the forbearance or deferment from XXXX/NewRez. I attempted to pay in XXXX, but was told not to because it would be considered a partial payment and they could not accept it. Same in XXXX. I had to defer additional payments in order to get the account current. In XXXX XXXX/NewRez reported my account as 60 days past due even though I had an approved forbearance, causing my credit score to go down 139 points. I spoke with a representative on XX/XX/2020 and he said they have no record of anything regarding the forbearance or deferral and it should not have been reported as past due with an approved forbearance. I disputed the late payment report with XXXX. I am unable to do a refinance to a lower rate which would lower my mortgage by {$500.00} per month due to this inaccurate credit reporting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A