Date Received: 2020-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, This is the second time I am filing a complaint about this mortgage company. The last one filed was XX/XX/XXXX and was resolved around the beginning of XX/XX/XXXX. COMPLAINT ID XXXX. I am hoping that your agency still has that on record. Once they sent letters to you and myself, things were fine for a couple of months. Starting in XXXX though, it all started back up again. I was getting mail notices and phone calls saying that I was behind on my mortgage, however I am not! I have made numerous attempts to contact XXXX XXXX who had been my point of contact but is no longer, as far as I can tell. Today when I went to pay my mortgage online like I normally do, Shellpoint has blocked me from making a payment, this also happened prior to my last complaint. I am also blocked from making a automated phone payment and when I call the company, I am directed only to what I assume is a new point of contact who does not answer and possibly has a full voice mail. I have been told by the company that because of the type of loan I have, their system does not recognize it and so payments are not applied to the remainder of my loan. They did though say in writing to you and myself, that this would be resolved ( XX/XX/XXXX ) after many attempts to contact him, on XX/XX/XXXX I did receive a response email from XXXX XXXX stating that he would add in additional comments to my account, which should straighten things out. Apparently that did not happen as I am now blocked from making payment. I am at a loss and beyond frustrated with having to deal with this and it's now been almost a year, since it all started. Their next move, if it is to be like last time, will be that I get a letter from an attorney about foreclosure. This is truly unacceptable, my credit has been affected and well I am very tired of having to spend so much of my time either trying to call them, emailing with little or no responses, answering their calls from the people they hire to call to tell me I am behind in payments, when I am not, and writing letters of complaint. I can not stress enough the fact that I have not so much as been late on any payments in the past 10 or so years. Please help me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55421
Submitted Via: Web
Date Sent: 2020-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold by XXXX XXXX company to Shellpoint mortgage services. I enrolled in automatic payment when this happened starting XXXX this year. Shellpoint has pulled funds from my account every month since XXXX, but has not applied the payment to my mortgage. It is going into an account called " unapplied ''. The company has not rectified the matter have many repeated attempts and now I am getting threatening mail to foreclose. They have all my funds, but have not made an attempt to correct this incorrect application of the funds.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30528
Submitted Via: Web
Date Sent: 2020-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to children having to do virtual school I was unable to keep my full-time job therefore got behind in mortgage payment.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company XXXX was the originator of my home mortgage. Early this year my loan, alone with a large group was sold to another lender, NewRez llc. No information was provided from the new lender, to include a new account number, payment book, or how to reach the lender. We continued to make the XXXX payment to XXXX, via the payment book we have used previously. A few days later we, on our own initiative, found and contacted NewRez to determine our account number and how payments are processed. The representative indicated all payments, during the interim of the transfer of the mortgages, would be sent from XXXX to NewRez. Subsequently, we have received calls on a daily basis. We made payments as outlined in our mortgage agreement and the transfer of the mortgage was a unilateral decision. Moreover, each call is more aggressive in nature and they, NewRez, refuse to work with XXXX to transfer the most recent payment from XXXX to NewRez.
Company Response: Company believes the complaint is the result of a misunderstanding
State: IL
Zip: 62234
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX XXXX 2020, I applied for an extension on my mortagage loan with shell pointe website, I checked my credit a week ago and I find that shell pointe had sent negative information to credit bureau I contact the bank expecting an explanation like it was a mistake but instead they did nothing. Well understanding the risk of have my credit damaged by this bank I rushed and squeezed all of my money to pay this past due and it was paid, last month they reported a 30 late payment on my credit it doesn't reflect the truth. Please accepting my complain and help me removing this negative information from my credit Best regards and always respectfull XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Applied for refinance with same lender/servicer at end of XXXX, refi at lower rate, no appraisal necessary. Both my wife and I have excellent credit, in the 800 's, have never been late on a mortgage payment. We first purchased our home, primary residence last XXXX, XX/XX/2019. We have been run through the ringer with poor communication and miscommunication. We've jumped through all requirements expeditiously but still, almost 5 months later trying to refi. Agents, we've been passed around to several different agents, choose not to tell us if we still have the lowest 30 year fixed rate which was locked many months ago, even though mortgage rates have gone lower. We have received " clear to close '' several times but for some unknown reason, the loan gets kicked back to underwriting. This last time, we were told that the hold up was getting subordination department clearance, and we were told that it would be faster if we refi without the home equity line of credit, which has a balance of approximately ~ {$1900.00}. We want to close this refi asap so we told NewRez that we would just pay off the balance and refi without the 2nd home equity line of credit ( again we were told it would be in our best interest to get the loan done faster ). This refi has been the worst financing experience we've ever experienced and we have a lot of experience.
Company Response:
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
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: My mortgage loan was service transferred to New Rez in XX/XX/2020, at the time of service transfer the loan was boarded and coded as a discharged Chapter XXXX non-reaffirmed loan significantly impacting my credit. I submitted a NOE and the issue was not addressed. I called New Rez XX/XX/2020 and was advised there was a systemic issue and approximately XXXX accounts were impacted and flagged as either an active or inactive Bankruptcy where the consumer was NEVER in a bankruptcy nor was the property a part of a bankruptcy. The representative was going to escalate this account to have the bankruptcy flag removed and issue an ACDV to the credit reporting agencies to correct the error. I called to follow-up XX/XX/2020 and spoke with a supervisor after I was on hold for 35 minutes and the representative could not advise of the bankruptcy case number on file or any evidence to support why the loan was coded as a discharged bankruptcy. Not only did this effect me but several other consumers who may not be knowledgeable to mortgage servicing regulations and requirements. New Rez failed to properly investigate the account when the NOE was submitted advising of such error. New Rez dropped the call, creating additional stress and time creating another call back and being on hold for almost an hour only to be rerouted the the bankruptcy department hung up on significant hold times. I was unable to to speak to a supervisor today, and was advised I will receive a call back later today. This has caused unnecessary anguish and stress. Also due to the incorrect credit reporting I had to pay a higher interest rate on a vehicle I recently purchased where this issue was brought to my attention again. Additionally - the Periodic Billing Statements did not have the appropriate Bankruptcy disclosures for a discharged non-reaffirmed chapter XXXX since the loan was coded as such.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SD
Zip: 577XX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: NewRez Mortgage Timeline Loans : XXXX XXXX XXXX XXXX o Loan Amount : {$130000.00} o Rate : 4.25 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX XXXX XXXX Loan Amount : {$420000.00} o Rate : 3.375 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : N/A XXXX XXXX XXXX XXXX XXXX o Loan Amount : {$110000.00} o Rate : 4.25 % o Rate Lock Expire:XX/XX/2020 o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX XXXX o Loan Amount : {$100000.00} o Rate : 4.25 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX o Loan Amount : {$86000.00} o Rate : 4.25 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : XX/XX/XXXX o Appraisal cost : {$650.00} XXXX XXXX XXXX XXXX XXXX o Loan Amount : {$100000.00} o Rate : 3.99 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : n/a XXXX XXXX XXXX XXXX Ct o Loan Amount : {$110000.00} o Rate : 3.99 % o Rate Lock Expire : XX/XX/XXXX o Appraisal Ordered : n/a XXXX XXXX Sugar XXXX XXXX o Loan Amount : {$130000.00} o Rate : 3.99 % o Rate Lock Expire:XXXX o Appraisal Ordered : n/a Timeline XX/XX/XXXX Refi Request sent Email from XXXX : Contact info provided Email to XXXX : Contained a bunch of files to get the application started XX/XX/XXXX XXXX XXXX XX/XX/XXXX o Sign Initial Disclosure Documents XXXX XXXX XX/XX/XXXX o Ackwnoledge New Debt Awareness o Borrower Authorization Completed XXXX XXXX XXXX XXXX XXXX o Signed Initial CD Documents Email to XXXX checking on status of the file Email from XXXX saying that she should be ready to review the file around 5 Email to XXXX saying that the time would work Generic email from NewRez to access portal Email to XXXX asking why both loans have the same address on them Email from XXXX to clarify that the loan address is in the subject property Email to XXXX saying that is says both for the loan information. Clarified my mailing address. Email from XXXX responding that she will make sure to correct the mailing address Email from XXXX asking if I have ever taken equity out on any of the properties Email to XXXX responding no to previous question Phone call with XXXX to review the file that evening XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Initial Disclosure Documents Email from XXXX explaining the points XXXX to XXXX saying that I would pay the 1.75 points Email from XXXX asking if I wanted all 3 properties to be the same. Email to XXXX saying that yes I would like all to be the same. Email to XXXX letting her know that the City and State were incorrect for the XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Disclosure Documents o Borrower Authorization Completed XXXX XXXX XXXX XXXX XXXX o Sign Disclosure Documents o Borrower Authorization Completed XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Disclosure Documents o Borrower Authorization Completed XXXX XXXX XXXX XXXX XXXX o Signed Redisclosure Documents Email to XXXX asking about status. Asked about pulling money out of XXXX to cover closing costs. Email from XXXX responding about XXXX Email to XXXX letting her know we would like to pull out max cash. Email from XXXX about points on XXXX Email to XXXX about points on XXXX Email from XXXX requesting Pay Stubs, taxes, etc Email to XXXX providing info requested Email to XXXX providing IDs XX/XX/XXXX XXXX XXXX XXXX XXXX o New Debt Awareness Acknowledged XXXX XXXX XXXX XXXX XXXX o New Debt Awareness Acknwledged XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Redisclosure Documents XXXX XXXX XX/XX/XXXX o Sign Redisclosure Documents XXXX XXXX XXXX XXXX XXXX o New Debt Awarenenss Acknowledged Email to XXXX checking in Email from XXXX letting me know appraisals are {$650.00} each and could she call me to get a CC number Email to XXXX letting her know she could. XXXX called for CC info. Card was charged {$1900.00} for appraisals XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure Documents Email to XXXX checking in and asking for a time frame XX/XX/XXXX Email from XXXX XXXX asking for info on the insurance. XXXX copied Email to XXXX responding that my agent would provide. XXXX and XXXX XXXX copied Email from XXXX to the group responding with requested info. XX/XX/XXXX Email to XXXX asking about rates that had been dropped by the Fed Email from XXXX stating that we were still below market on the rates except the primary residence. Email to XXXX letting her know that I have had two other lenders reach out to me Email from XXXX saying that she understood and that times were crazy. Was confident that they could figure something out on primary residence XX/XX/XXXX Email to XXXX asking if she had heard anything back. Email from XXXX saying that she could get 3.25 % with .75 points Email to XXXX saying that this sounded good. XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure Documents XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXo Sign Redisclosure Documents XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX Email from XXXX letting me know that XXXX appraised for $ XXXX and asking what I wanted to do. Email to XXXX asking what the cash out rate was. Email from XXXX stating cash out rate was still XXXX $ Email to XXXX stating that I would like cash out then. Email from XXXX stating that all was good and that the underwriter would review all 5 files today. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXo Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX XXXX XXXX XX/XX/XXXXo Completed App signed and dated by borrowers and Loan Officer o Employment income completed by both borrowers o Financial statement completed o Paid off debts recorded and excluded from XXXX XX/XX/XXXX Email to XXXX stating that I had received a letter stating that XXXX was incomplete and that I needed to submit everything again. XX/XX/XXXX Email from XXXX XXXX stating that Loan XXXX had been conditionally approved. In the body he stated that it included all 5 loans. Wanted to close the week of XX/XX/XXXX if not sooner. XX/XX/XXXX Email from XXXX stating that XXXX needed a mold inspection Email to XXXX stating that I didnt even know who to schedule that with. Email to XXXX letting him know to drop the XXXX application. XX/XX/XXXX. XXXX Email to XXXX letting him know that I had not heard anything more. Received more documents to sign for XXXX Email to XXXX asking what the documents were for if I had asked XXXX to be dropped XX/XX/XXXX Email from XXXX stating that the XXXX file had not been withdrawn. She would remind the underwriter that it should be withdrawn Email to XXXX stating that I had not heard anything further about closing even though it was already supposed to happen. Received no response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Signed Initial CD Documents XXXX XXXX XXXX XXXX XX/XX/XXXXo Signed Initial CD Documents XXXX XXXX XX/XX/XXXXo Signed Initial CD Documents XXXX XXXX XXXX XXXX XXXX o Signed Initial CD Documents XX/XX/XXXX Email to XXXX checking in again No response XX/XX/XXXX Email to XXXX checking in and asking for status. XX/XX/XXXX Email from XXXX saying that he has pretty much wrapped it all up and was getting it over to the underwriters. Asked for confirmation on address for XXXX property Email to XXXX confirming the address for XXXX. Email from XXXX asking for more insurance policies Email to XXXX and XXXX ( insurance agent ) requesting XXXX provide this info. Email from XXXX providing this info. XX/XX/XXXX Email from XXXX asking for a copy of the release of Lien for 2nd Mortgate on XXXX XXXX XXXX Email to XXXX providing the requested release of Lien. Email from XXXX saying that he provided release of lien to title company Email to XXXX asking where the title company was. XX/XX/XXXX Email from XXXX asking about financing on the other properties that are owned by the LLC. Email to XXXX letting her know that there is financing on the other properties but that financing is to the LLC, not to me and my wife personally. Email from XXXX asking for statements on the other properties XXXX to XXXX letting her know that I dont get statements as they are financed by my father. Email from XXXX asking if I have copies of the promissory notes XXXX to XXXX asking if a letter from the lender would suffice. No deadline given. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redisclosed Documents XX/XX/XXXX Received Letter of Denial on Sugar Tree and asked XXXX why I got this. XX/XX/XXXX Promissory notes provided to XXXX XX/XX/XXXX Email from XXXX asking about approval to access the XXXX docs sent to her Email to XXXX letting her know I had my Father approve access XXXX XXXX Email to XXXX checking in No Response XX/XX/XXXX Email to XXXX checking in again. XX/XX/XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed o Sign Initial Disclosure XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed o Sign Initial Disclosure XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed o Sign Initial Disclosure Email to XXXX letting her know I was confused as to why I had sent two emails with no response and was now getting new paperwork to fill out. Email from XXXX letting me know that the 3 rental properties were denied because I did not get the notes in time. She let me know she was setting up new files for them and the new rate would be 3.99 % XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure XX/XX/XXXX Emails to XXXX again providing check stubs. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure XX/XX/XXXX Email from XXXX asking for W2s Email to XXXX provind W2s XX/XX/XXXX XXXX XXXX XXXX XXXX o Sign Redisclosure XXXX XXXX XXXX XXXX Ct o Sign Redisclosure XXXX XXXX XXXX XXXX XXXX o Sign Initial Disclosure XX/XX/XXXX Email to XXXX checking in No Response XXXX XXXX Email from XXXX XXXX letting me know that our file was still in processing Email to XXXX asking if she had all of the loans XX/XX/XXXX Email from XXXX XXXX stating that we had been conditionally approved by the underwriters asking for more documentation Email to XXXX stating that I could easily get all of that except the properties financed by my parent as the payment was direct deposited from my job. Asked if I could get as statement that it was all current from my parents. XX/XX/XXXX Email from XXXX letting me know that the investment properties could not be financed even though they are held by the LLC because I signed the promissory notes. Email to XXXX letting her know that I was not pleased by this. Asked when we could close on the personal loan XX/XX/XXXX Email from XXXX asking again for W2 Email to XXXX and XXXX provind this document. XXXX XXXX XXXX XXXX XXXX Signed Processing Documents XX/XX/XXXX Email to XXXX providing the XXXX file that my parents use to track the loans I have with them Email from XXXX saying that everything was with the LO XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX Email to XXXX checking in Email from XXXX saying she sent them another email. XX/XX/XXXX Email to XXXX asking for status update XX/XX/XXXX Email from XXXX requesting w2 again for my wife Email to XXXX providing this info. XXXX XXXX XXXX XXXX XXXX Signed Processing Documents XX/XX/XXXX Email to XXXX asking again for an update XX/XX/XXXX Email to XXXX, XXXX and XXXX asking for another update Email from XXXX letting me know that she was still processing my file. Let me know she had requested info from the lenders and had not gotten them. XX/XX/XXXX Email from XXXX asking for a demand letter for payoff of all properties financed with a bank as well as a 12 month payment history. Email to XXXX asking if we needed this for each property or just the one we are refinancing. XX/XX/XXXX Email to XXXX asking if she needed something official from the bank or could I get it from the website XX/XX/XXXX Email to XXXX with the payoff statement for XXXX XXXX, payment histories on all accounts and let her know that the other XXXX banks would fax the payoff statements directly to her. XX/XX/XXXX Email to XXXX asking if there had been any movement. XX/XX/XXXX Email to XXXX asking if what I had sent was acceptable. XX/XX/XXXX Email from XXXX stating that she didnt have the payoff quotes Email to XXXX letting her know that they should have been faxed already and if we could get a better interest rate due to all of the delays Email from XXXX letting me know that she found them and that she would ask about the rate Email to XXXX asking if we were all good now and when could we close. XX/XX/XXXX Email to XXXX following up. NewRez pulled my credit report XX/XX/XXXX Email to XXXX following up. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX Email from XXXX asking for updated paystubs Email to XXXX letting her know that I had been furloughed due to Covid and that I would send my wifes when I get home. Email to XXXX providing my wifes paystubs. XXXX XXXX XXXX XXXX XXXX o Borrower Authorization Completed XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Signed Redsiclosed CD Documents XX/XX/XXXX Email to XXXX asking for an update Email to XXXX asking for and update Email from XXXX letting me know that we were having issues because I have been furloughed and that she was sorry and knew we shouldnt even be in this position Email to XXXX letting her know that I agreed we shouldnt be in this position and that I was very unhappy that we were. Asked for a copy of the payoff notices that were faxed to her. XX/XX/XXXX Email to XXXX asking for a response and a copy of the payoff notices. XX/XX/XXXX Email to XXXX and XXXX asking for action on my request for XXXX XXXX XXXX and confirmation that my loan application was denied. Email from XXXX responding with the payoff amount for XXXX XXXX XXXX and confirming that my loan application had been cancelled, which is not what I asked to be done. In conclusion : With the exception of one request, all of my responses for information were provided in a timely manner. The only delayed response was the promissory notes that I had to source from my traveling Father. At no time, was I told that this was super urgent or given a deadline. My loans for the investment properties were wrongfully denied because I had signed the promissory note that put the loan on the LLC and was secured by each property. As my wife and I are the only members of the LLC, one of us had to be the signer. The design of a LLC makes it so that the members are not liable for the obligations of the LLC and therefore, those loans should not be attributed to me and my wife and should be counted towards the LLC and not towards our loan count. Even if the loans did count, why would all fo the loans be denied and not just the ones that would have put us over the 10 loan cap? The amount of time for this whole process was unacceptable and the lack of response at times from your team was out of line. Standing behind something like Covid19 for the length of time is not acceptable. From my stand point, I feel that I am owed for the following items : {$650.00} Appraisal on XXXX XXXX {$650.00} Appraisal on XXXX XXXX {$650.00} Appraisal on XXXX XXXX Fee for requesting Payoff Quote on XXXX XXXX XXXX Fee for requesting Payoff Quote on XXXX Fee for requesting Payoff Quote on On the XXXX Property, I acknowledge that I would have backed out of the loan process due to the mold and am not seeking reimbursement on this.
Company Response:
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, a credit check was ran on my report for a refinance and I did not make a request. I called the manager and no response was provided nor a followup. I became unemployed in XX/XX/2020 due to covid. I requested assistance. No one called me. My loan was place in a forbearance on XX/XX/2020. I called to correct this, the agent XXXX white disregarded my request to fixed the dates. I was provided an incorrect email to make contact. In XX/XX/2020, I followed up with XXXX as she advised me someone was working on my request to fix the dates. In XX/XX/2020, I received a covid 19 grant from XXXX county in the amount of 5500 appx. I called to confirm the payment was received the payment was acknowledge by XXXX. In XX/XX/2020, I am review my payment history and it appears my payments are misapplied. I called to request clarification and I was advised my payments are up to date. I reviewed the payment history and it appears the payments are missing. Finally, I have not received a mailed correspondence since XX/XX/2020 the time frame when I raised the issue about XXXX XXXX 's customer service. I would like my records updated to remove the confusing and requesting my forbearance to start in XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33417
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Here 's my complaint for anyone to read and judge. In XXXX I was with XXXX XXXX for my servicer and was a bit late with my taxes {$33.00} but managed to pay. My reason for not paying was medical. I had already a payment arrangement with my Tax Office and agreed to pay the late payment. I wasn't aware the Fannie Mae sold it or transfer it to Shellpoint /NewREz , an boy this company has bad ratings with consumers already. This company through XXXX contracted a 3rd party agency to check my taxes ( called XXXX, they shared later after speaking with them that Shellpoint added escrow and insurance which I've been paying myself for the last 5 years. I contacted the servicer and asked them why? their answer was they can do whatever they want. I felt as ex-military that my rights weren't of importance. Not only have they added escrow to my account and charging for past late taxes when they weren't the server then but also adding insurance to my statement knowing that I've been paying on it and never behind or late. I believe we don't have any right in this world we live in now. It's a shame when someone doesn't even inform you there doing this. As of today XX/XX/XXXX, I am in forbearance until XX/XX/XXXX, and have mailed several payment and statement showing these payments not being applied and still being charged for insurance after my agent at XXXX send these idiots the 3rd copy of my insurance declaration page
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77014
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A