Date Received: 2023-11-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I need to resubmit this complaint to NR/SMS/XXXX. I have communicated with them about the inaccuracies on my credit report, including discrepancies in the dates of the last movement, dates opened, dates detailed, and installment status. Despite their assurance of conducting a thorough investigation, more than 30 days have passed, and upon checking my credit report, I see no changes and no corrective actions have been taken. My rights have been overlooked on multiple occasions. According to 15 U.S.C 1681 Section 602 A, I have the right to privacy. Additionally, 15 U.S.C 1681 Section 604 A Part 2 stipulates that a consumer reporting agency can not furnish a report without my written instruction. To formally address this issue, I filed an FTC report with the report number XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I applied fir HAF in XXXX got awarded 18 months and they havent made XXXX payment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33870
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: ON XX/XX/2023 I PAID IN FULL OWED AMOUNT OF XXXX PLUS XXXX IN PRE PENALTY FEES PLUS XXXX APROX ON RESERVES ESCROW IN CASE THEY NEEDED THE MONEY. THEY HAVE NOT ISSUE A PAYOFF LETTER LIEN RELEASE ON COUNTY REFUND OF XXXX APROX ON UNPAID HO INSURANCE TO XXXX REFUND OF XXXX XXXX PAID IN FULL ON XX/XX/2023 FOR UNDETERMINED RESERVES AND PAID BY ME DETAILS ON PAID 2023 PROPERTY TAXES ( HOW MUCH DO THEY PAID AND HOW MUCH IS PENDING )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 785XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I have home owners insurance for many years, XXXX XXXX. Shellpoint Mortgage has charged me a fee every month, Lender Placed Hazard Disbursement for not having insurance. This has happened since XXXX. I have called them over fifty times. They keep me waiting on the phone for over an hour and then say they will change it but they never do. I also had my insurance company call them many times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60631
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received a letter from NewRez recently saying that my homeowners insurance had expired. Something has gone seriously wrong since NewRez took over our mortgage in the summer of 2023. XXXX, the insurer, has billed me for the policy because they have NOT received the payment through the escrow account. Last week I was able to get a NewRez customer service rep on the phone, and they told me NewRez had tried to contact XXXX XXXX times in XXXX. I talked to someone at XXXX who checked and said there was no record of NewRez contacting them about my account. Then I emailed a copy of the XXXX bill to NewRez. Today I am trying to reach NewRez to follow up, but when I call the XXXX service numbers, XXXX XXXX and XXXX, on each number an automated system keeps asking the same questions, then saying " goodbye '' and disconnecting. I am very concerned about whether NewRez has also failed to pay my property taxes out of the escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10023
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Loan transferred to a other subsidiary of Mortgage company. I found it suspicious/odd. The new servicer stopped or never started sending me statements. I contacted them several times ( via phone ). After several attempts, I received one copy of a statement that had thousands of dollars of fees. I immediately contacted them again. They would not/ count not provide information. Then I wrote them a letter Error/Information Request. I received a one page response indicating " we are working to gather the requested information and will forward it to you as soon as possible ''. Over 30 days have passed and no further information. It's now XXXX months since loan transferred and no monthly statement has been sent/received. I've continued to make payments. They are clearing my account. I do not know if/how they are being applied and I do not know if the escrow account is paying my property taxes. Most importantly I do not know/understand what these thousands of dollars of fees are. I have checked my credit and thus far this shady situation is not affecting reporting negatively.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NM
Zip: 871XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have been trying to reach our mortgage company, NewRez since XX/XX/2023. The one time I was able to get them on the phone, the system was down and they advised that they would call back. I have yet to receive a returned call. Our mortgage recently increased due to insurance rates- so we found a new insurance company. The new insurance company is drastically lower, I confirmed with the insurance department at XXXX on XX/XX/2023 that the new policy information has been received and is on file. I asked the insurance department what the next step is to reduce the payment as the insurance premium was significantly lower, I was advised to speak with customer service. I was on the phone with customer service for almost an 35 minutes- they have disputed that my insurance documents have been received and tried to transfer my call back to the insurance department- I then requested to be transferred to a supervisor and was told " they would call back ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 612XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Shellpoint/New Rez sent a check in the amount of {$770.00} dated XX/XX/, stating there was an overpayment and that the payment moving forward would be {$1000.00} starting in XX/XX/XXXX and then the statement for XX/XX/XXXX indicates a payment required of {$1100.00}. The XXXX statement indicates the past month payment was not late however if you read in another area of the statement, it indicates a past due amount of {$1500.00}. Additionally, in the area for escrow, there is an amount of {$34.00} and it has for taxes and insurance, that should not be as all taxes and insurance are paid by the homeowner. The homeowner has paid their insurance and taxes independent of the Shellpoint/New Rez. There again seems to be some form of fraudulent behavior and extortion to obtain funds that Shellpoint/New Rez is not due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: The following text has been sent to the companies involved, including all identifying details. The letter is also attached along with the concluded payment deferral plan. Homeowners are writing to request immediate correction of the errors, and ongoing delays and deception described below in regard to the mortgage on homeowners property at ***. Given XXXX and Newrez/Shellpoints ongoing dilatory and deceptive practices, this letter is also being filed as a complaint with the Consumer Financial Protection Bureau XXXX Homeowners have already consulted legal counsel and will pursue legal action if the demanded remedies are not forthcoming in a timely manner. FACTS : Homeowners mortgage with XXXX was recently transferred to Newrez/Shellpoint. Homeowners completed a mortgage assistance application with XXXX in XXXX XXXX. The application was reviewed by XXXX, who then sent a payment deferral agreement dated XXXX XX/XX/XXXX. The payment deferral agreement was sent to homeowners in an envelope bearing the Shellpoint Mortgage Service company name and address, and postmarked XXXX XX/XX/XXXX. At the same time, homeowners received written notice on XXXX letterhead of the upcoming transfer of mortgage servicing from XXXX to Newrez. The letter was dated XXXX XXXX, and included Newrezs address and instructions for changing payments from XXXX to Newrez. The letter also noted that the transfer should be easy because XXXX had been part of Newrez since XXXX, and that homeowners account number, etc. would not change. Nowhere in the document was the Shellpoint mentioned. Nonetheless, the document was sent in an envelope bearing Shellpoint Mortgage Service company name and address, and also postmarked XXXX XXXX. FACTS, continued : Under the terms of the payment deferral agreement, the first payment was to be due on XXXX XXXX, however elsewhere in the document, homeowners were informed that to accept the payment deferral agreement, they must sign and return the agreement and make the payment by XXXX XXXX. Homeowners signed and returned the payment deferral agreement on XXXX XXXX via the e-mail address provided by XXXX ( XXXX ), uploaded to the XXXX website, and mailed to the address provided by XXXX. Homeowners also made a payment dated XXXX XXXX on the XXXX website. While the new payment amount provided in the payment deferral agreement was {$3800.00}, homeowners made the XXXX XXXX payment in the amount of {$3800.00}, because that was the only amount the XXXX website would allow. FACTS, continued : Subsequent to homeowners executed acceptance of the payment deferral agreement, homeowners received an e-mail on XXXX XXXX from Shellpoint Mortgage Servicing indicating that the servicing of homeowners mortgage had been transferred to Shellpoint. The e-mail indicated that Shellpoint had received notice of the mortgage assistance application and that it may take up to 14 business days for the updated account information to be reflected in Shellpoints systems. During phone calls with homeowners on XXXX and XXXX XXXX, representatives of Newrez/Shellpoint claimed that it could take up to 60 days for all of the information regarding homeowners mortgage to be transferred to Newrez/Shellpoints systems XXXX During the call on XXXX XXXX, the Newrez/Shellpoint representative claimed that Shellpoint would have to complete a valuation of homeowners property, which may result in different options than those given by XXXX. On XXXX XXXX, homeowners received another e-mail from Newrez/Shellpoint indicating that Shellpoint was working on setting up the loss mitigation solution from homeowners prior servicer. The e-mail went on to claim that it would take time to close the account with the prior servicer and set up the new account in Newrez/Shellpoints systems. On XXXX XXXX, homeowners received from Newrez/Shellpoint three pieces of mail, all dated XXXX XXXX : 1 ) a privacy notice ; 2 ) a notice of transfer of servicing to Shellpoint ; and 3 ) a Newrez/Shellpoint loss mitigation application package. Only the privacy notice had the company name visible from outside the envelope. None of the three items of mail bore a postmark, but all were received on XXXX XXXX. As of XXXX XXXX, the terms of the payment deferral agreement concluded with XXXX were not reflected in homeowners online account with Newrez/Shellpoint . DELIBERATELY DELAYED AND INACCURATE NOTICE OF TRANSFER : Homeowners are entitled to a minimum of 15 days notice prior to a change in mortgage servicing. Furthermore, such notice must include the name and contact information for the new servicer. While the letterhead date of XXXX notice was XXXX XXXX, the notice was not sent until XXXX XXXX or after, the envelope was labeled as originating with Shellpoint Mortgage Servicing - not XXXX, as would reasonably be expected - and provided Newrez as the future servicer. Homeowners note that Newrez does business as Shellpoint and has acknowledged as much in prior legal proceedings. However, the purpose of providing notice of a change in mortgage servicer is to alert mortgage holders to any and all changes with the company with which they are doing business. In this case, XXXX provided a misleading company name and sent the notice apparently from Shellpoint- a company with whom homeowners had not previously done business and had no reason to expect to do business. Newrez/Shellpoint then subsequently delayed sending the notice of transfer until more than 15 days after the transfer date, and with no company name visible on the unopened envelope. The notice of transfer was therefore deliberately late prior to and subsequent to the transfer date and misleading in both instances. Noting that the transfer of service has nonetheless taken effect, homeowners do not contest the transfer of service and demand simply that Newrez/Shellpoint abide by the law in the future and make any communications not only in a timely manner, but without misleading labels or lack thereof. PAYMENT DEFERRAL AGREEMENT COMPLETED WITH XXXX ; TERMS APPLY TO NEWREZ/SHELLPOINT : Despite the deliberately misleading envelope and egregious delay on the part of XXXX, homeowners received and executed the payment deferral agreement by all the terms of that contract in a timely manner. That modification of the terms of homeowners mortgage therefore applies to homeowners mortgage as held by XXXX, and therefore as transferred to Newrez/Shellpoint. Newrez/Shellpoint has not contested this basic aspect of contract law, but homeowners highlight it given Newrez/Shellpoints deliberate delay in applying the terms of the payment deferral agreement to homeowners account. Moreover, the Newrez/Shellpoint representatives claim on XXXX XXXX that Newrez/Shellpoints terms may be different than those provided by XXXX, as well as Newrez/Shellpoints provision of a loss mitigation application package dated XXXX XXXX - XXXX days after acknowledging homeowners mortgage assistance application with XXXX, indicates that Newrez/Shellpoint is preparing to attempt to violate the terms of the contract homeowners concluded with XXXX in an effort to force homeowners into terms more advantageous to Newrez/Shellpoint. NEWREZ/SHELLPOINTS DELIBERATE DELAY IN PROCESSING TRANSFER OF PAYMENT DEFERRAL AGREEMENT MUST END IMMEDIATELY : Homeowners are entitled to a timely transfer of a loss mitigation solution from one mortgage servicer to another. Homeowners note that timely is not specified in the law referred to above. In this case, Newrez is doing business as Shellpoint, and XXXX has been a Newrez company since XXXX. XXXX and Shellpoint are so closely related that XXXX will send letters bearing Shellpoints corporate name. Homeowners also note that homeowners mortgage account number and online login information are exactly the same for Shellpoint as they were for XXXX. This is no surprise since XXXX and Shellpoint are part of the same company and use the same software and databases. The notion that Newrez/Shellpoint needs time to transfer account information from XXXX is a fiction. Nonetheless, homeowners were willing to accept the initially presented 14 business day transfer period per Newrez/Shellpoints XXXX XXXX e-mail. Accounting for holidays that time was up on XXXX XXXX, and as of XXXX XXXX Newrez/Shellpoint had still made no effort correctly apply the terms of the payment deferral agreement. Newrez/Shellpoints representatives claimed up to 60 days as the time required during phone calls on XXXX and XXXX XXXX, but there is no definition of timely that would allow for 60 days for two intimately related companies using the same software and databases to transfer information from one to the other. However, there is an important 60 day term that does apply to the transfer of mortgage servicing, and that is the grace period during which homeowners can not be charged late fees after the transfer of the mortgage from one servicer to another. In asserting a 60 day requirement, Newrez/Shellpoint is attempting to wait out homeowners grace period by taking no action to transfer the full terms of homeowners mortgage with XXXX- specifically the payment deferral agreement- in order to apply onerous late fees and otherwise unacceptable terms to homeowners mortgage agreement outside the grace period. Homeowners therefore demand that Newrez/Shellpoint apply the payment deferral agreement concluded with XXXX to homeowners account immediately, including correct application of the XXXX XXXX payment. FOLLOW-UP : Newrez/Shellpoints required action is explained above in detail. In the event further information is needed, and to notify homeowners of compliance with the above actions, homeowners can be reached at the following contact details, as well as the address given above : ***
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage rate was adjusted upwards and I did not see the notice, so I paid the usual amount for XXXX. I received an email saying they had no record of my payment for XXXX. I called them. They said they did in fact have a record of my XXXX payment, but that their statement that they had no record of my XXXX payment was nevertheless true, since it complied with their own internal procedures. I complained about the wording, since it was a knowingly false statement and I believe it was calculated to induce stress. They said they were sorry about how I felt ( but not about what they did ). I spent the rest of the day on the phone with them, trying to log into my online account and getting very little help. I was eventually successful and paid them. A large financial company should not conduct its business by making false and XXXX statements and causing damage to quality and length of life disproportionate to the trivial amount of extra profit obtained by manipulating people in this way. There are far worse behaviors but, like compound interest, every little counts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A