Date Received: 2020-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in a dispute with XXXX XXXX XXXX About {$2400.00} and some change that was sitting in a suspense account .That money was in a suspense account was for payments I continue making payments at that time my principal got paid off thats when I learned about the {$2400.00} and some change in the suspense account the next step I was getting a letter tell me my mortgage was being transferred and XXXX XXXX XXXX was going in bankruptcy Shellpoint Mortgage Took off my mortgage been demanding me to make a {$600.00} payment I have been paying them since the day they took over I paid a {$400.00} my first payment my understanding is my principal is paid off I can not be forced to pay up for mortgage I can pay whatever I want on this loan I only had a deferment of {$5300.00} why do I still owe the same amount my insurance was paid It should have been paid when it was transferred to Shellpoint will not let me speak with a manager ldid get a lady who said she was a manager last name XXXX she post to been getting all of this fix now I have not heard back from her I lelf several messages at XXXX they will not return calls my disputes they say theyre not going to fix it they are trying to take my property I need someone to review the account customer service told me they received the {$2400.00} At was in the suspense account What did they do with that I do not owe them {$4600.00} XXXX Thank
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred from XXXX XXXX to New Rez. I had late charges and was offered a settlement of late charges in the amount of XXXX. I paid this fee. They were supposed to send me an email confirmation and cancel the rest of the fees. That never came. I called and New Rez, or acutally I was speaking to someone from a company called Shellpoint, said they had received the payment, but had no record of the letter they sent. I was to then send the letter, which I can not currently locate. I do not think the burden of proof should be with me. I don't understand how they can not find the correspondence as it came directly from New Rez. I want them to forgive the rest of the charges and send me a copy of the correspondence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We went through the preliminary modification process and paid three payments on time and they said the mortgage was modified. We have signed and returned 4 modification packages but they will not return our calls. We reached out the a 3rd party housing counselor to help. However the Lender will not return their call as well
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to resolve an incorrect PMI charge on my mortgage payoff as I am currently refinancing my XXXX home mortgage. I paid my Annual XXXX Mortgage Insurance premium in XXXX on XX/XX/21. The funds were deducted from my escrow account. New Rez LLC/Shellpoint has been delinquent on my requests for correct as my mortgage payoff says I owe this fee again in the amount of {$1100.00}. Calling there customer service number is useless as the representatives and managers all state the only way to get this corrected is to email the loan servicing department. I have done so for 3 weeks now and I have received no response to my inquiry. Only a written letter in the mail thanking me for my inquiry. How as a consumer am I supposed to feel confident about my mortgage service when questions with this large of a magnitude and discrepancy can go unanswered for weeks and customer service is powerless to help me out.
Company Response: Company believes the complaint is the result of a misunderstanding
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have been fighting with XXXX for several years. The dates are extensive. But I do have documentation. During a divorce, there were legal quick deed papers filed in a court of law to remove any financial application or financial gain from a property located at XXXX XXXX XXXX, XXXX, NC XXXX. I have submitted my divorce papers, the legal quit deed papers filed in XXXX County, my new marriage certificate, my drivers license, my Social Security card everything they have asked. Multiple multiple times. I worked with Ditech, now NewRez Directly and they have indicated that there was fraudulent activity and have been unable to provide a single document with my proven signature on it. Because it doesnt exist. Over 20 years ago when my ex husband purchased this property, he was allowed to sign my name at XXXX XXXX XXXX. This is not my signature and he did not have my authorization. During our divorce in 2009, The lawyer additionally filed a quick deed alleviating me from any legal ties to this property. There were other properties as well but for some reason this is the only one that the credit company refuses to remove. I have jump through hoops and have submitted documents so many times that its exhausting. The company refuses to move my name unless my ex-husband refinances. And because he is unable to do that I am being held hostage. For 10 years. This is not my debt. I have submitted all the required paperwork to the company and to XXXX on at least six different occasions throughout the last six years. Each time with the promise of resolving it and each time they deny it. It feels like Im being harassed and it feels like they are not following their own guidelines. Each time they send me a generic form letter saying that a divorce doesnt alleviate me and the property would need to be refinanced. I have explained repeatedly that I can not force a refinance on behalf of somebody else, and furthermore, the quick deed filed legally in a court of law in XXXX county is my reason for citing removal of this property. I was going to hire a lawyer but there is a timeframe that has been exceeded. I need to get this resolved. As I mentioned this is holding me hostage and tarnishing my credit. I am not even able to purchase another house, we had to put it in my husbands name only. And I have lost job offers and been denied credit because of this mistake. XXXX is failing to do there job by not removing my name from this debt. This is not my debt. As I mentioned it I have proven it over and over and over. I am willing to provide all of the documentation of need but it is very extensive. Bottom line, I am being punished for a debt that is not mine, and I have provided legal documentation proving it. XXXX continues to harass me and ignore me even though I have met with all the compliance requested. Due to the enormous amount of time that I have already spent I am unable to upload all the documents right now but I do have them and I am willing to provide them if needed. Even if that means in a court of law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: ShellPoint Mortgage company 1 ) They put my mortgage into forbarance at the hight of the Covid-19 Pandemic without my permition 2 ) They raised my Mortgage rate by {$200.00} a month without informing me even after several verbal communications on the phone 3 ) As a result of # 2, They claim that i was behind on my Mortgage payments even after i sent proof that i paid every month on time. 4 ) Response times were 30-40 days from email communication with company I now have late statements on my credit report and a forbearance that was not approved by myself or my wife
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34212
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When refinancing our mortgage away from Shellpoint loan servicing in XXXX/XXXX 2020, we attempted to stop an unnecessary payment of > {$4300.00} on XX/XX/XXXX we were told not to make as our loan was about to be payed off. When I attempted to stop the payment on their web site, it would not allow me and repeatedly crashed. When I made repeated attempts to speak to someone at Shellpoint to stop the payment, I was shunted off to one department after another and repeatedly told the payment couldn't be stopped or canceled. I ultimately told my bank, XXXX XXXX after the payment was made against my wishes, to stop the ACH payment and reverse the charge. When I finally got ahold of someone at Shellpoint who said " Oh, anyone you spoke to could have stopped the payment. '' he said he'd clear it up and they'd refund the money, sending a check. Since I had told my bank to reverse the charge I called Shellpoint and asked what to do with the check and they told me not to cash it since the bank had already reversed the charge. They did NOT tell me to send it back because it was a cashiers check and they did NOT tell me there was a payment delinquency registering against us because of this. Later, after we refinanced, I received a bill for a mortgage payment from Shellpoint. I called and asked if anything was wrong and they said to ignore it, there was no problem. Fast forward to XX/XX/2020, and I find my family 's credit is damaged because that bill they told me to ignore was listed by them as resulting in a delinquent payment, which they subsequently reported to the credit ratings agencies, resulting in severe damage to our credit while, in fact, Shellpoint repeatedly failed us and lied to us, ourselves never having missed a payment we were supposed to make. Now our credit is tanked because Shellpoint is incompetent at accounting and staffed by incompetent, dishonest representatives.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to Shellpoint in XX/XX/2020. Since they have been servicing my loan I have been blocked from making additional principle payments. I have called several times and it has not been corrected. The first couple of months they kept telling me to wait. According to my loan, it's my right to make additional pre-payments towards principle in order to payoff my loan sooner. When I called in XXXX, I was told I must submit a {$15.00} payment in order to make additional principle payments, they informed me that I could not pay over the phone or online, I must mail it in. I did not owe {$15.00} towards my loan and I'm still confused about why I needed to pay in order to make additional payments. I mailed in the {$15.00} check on XX/XX/2020 and the check was cashed but not added to my account history as if the payment was never made. I don't feel like I'm being treated fair and now I have almost a whole year that I'm paying towards with no additional payments which will cost me triple the amount in the future. I just called again today XX/XX/2020 and was told to prove I paid and send a copy of the check using the online portal. I just complete that process. Today was the first time I was given these instructions. I feel they are doing this on purpose, they know they make more money over time. My mortgage have been serviced by 7 lenders and this is the first time I have not been able to make additional payments and have been charge a fee to make payments. I even paid the extra money in my regular payment to cover it and they still didn't allow me to make additional payments. Please help. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with New Rez ( loan number XXXX ). I got an offer to refinance my mortgage with New Rez. I closed on the refinanced mortgage on XX/XX/2020 XXXX new loan XXXX ). On XX/XX/2020, New Rez debited {$1700.00} from my account for the old mortgage, loan number XXXX. The old mortgage was closed, so there is no indication of the {$1700.00} or having a credit. It also doesn't show up on the new loan. In addition, the loan was showing as paid off based on the amount submitted in the closing. My {$1700.00} is showing up nowhere and I have not received any of that money back. Since XXXX, I have called repeatedly and emailed using their customer service email. I have had no success in getting this issue resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22152
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, 2020, I refinanced my mortgage with NewRez. Note that I already had my existing mortgage with NewRez and had hoped this would make the process simpler than switching mortgage companies. Unfortunately, during the refinancing process, NewRez made numerous intentional errors on all of the paperwork. In general, they kept trying to add services and fees onto my mortgage that I did not want to include ( e.g. homeowners insurance, homeowners association fees ) - I informed NewRez that these fees are not part of my current mortgage and that I do not want them to be included in my mortgage because I pay them myself. The only items that were to be included in the new mortgage were the principal payment, the interest, and an escrow account for my property taxes. I informed NewRez numerous times ( verbally and in writing ) that I did not want these items to be included, and I refused to sign the refinancing paperwork on numerous occasions because they kept trying to sneak items into the mortgage. Finally, NewRez seemed to have corrected the paperwork and I agreed to sign the final closing papers. However, since the loan closed, I've learned that NewRez has not abided by the terms of the signed mortgage papers. Unfortunately, NewRez set up my account incorrectly based on how they wanted my loan to be originally ( including adding these services that I did not want ) and never contacted the county where I pay my property taxes that I have an impound account. NewRez claims they have fixed the errors but when I log onto my account on the NewRez web site, I do not see that any corrections have been made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92688
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A