Date Received: 2023-11-25
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: XX/XX/ had a XXXX XXXX XXXX XXXX. Forced to retire ( XXXX ) because of diagnosis of XXXX XXXX XXXXXXXX. I Also have XXXX XXXX XXXX XXXX XXXX but manageable for 9 years all documented. Paid XXXX XXXX XXXX XXXX XXXX asked for forbearance in XXXX XXXX XXXX XXXX XXXX XXXX because I was not approved for XXXX XXXX till XXXX XXXX XXXX with no back pay and had to wait till end of XXXX for first payment. All paperwork was given to New Rez shell-point mortgage, Showing dates of payment, how much, and proof of XXXX. My wife also retired on XX/XX/ from the state of Massachusetts she also was delayed till XXXX in getting retirement from state because of Covid reasons they say. This means we lived off our savings for over 5 months. In XXXX I called New Rez Shell-point and asked for another 3 months of forbearance which I was granted and assumed XXXX XXXX XXXX XXXX in XXXX i called back New Rez Shellpoint and explained my check was not coming till end of XXXX can I have XXXX more month to get by, I was granted that month and I started paying on XXXX XXXX XXXX XXXX XXXX I worked out a payment plan for escrow in negative by increasing my mortgage payments by XXXX which was approved by them, also asked for the forbearance to be added to end of my mortgage payments and was approved. I called in XXXX to see about borrowing some equity to pay off existing bills. To my total surprise I was told I didnt pay my mortgage for 4 months XXXX XXXX XXXX and it was reported to credit bureau XXXX XXXX and I was denied any kind of loans. This has destroyed our credit and any ability to help our situation of having to retire when I was not ready. I sent letters, I was given the run around for over a month. Then was rudely handled by a manager. Why would anybody ask for Forbearance if it was still being reported and destroying your credit it doesnt make sense. I was laid off during Covid 18 months given forbearance not reported to credit bureau. Under the care credit act this situation should have not been reported to the credit bureau. I need help getting my bills paid off in case something happens to me and my wife is left alone. all it would take is some equity which is really my money anyways! L
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01040
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: I have been wrongfully denied refinancing by NEW REZ LLC mortgage company based on race, gender and age bias. I am refilling complaint of discrimination leading to denial of lower interest mortgage.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was transferred during Covid to Shellpoint mortgage service from XXXX during Covid. I was initially placed on forbearance, and when the forbearance was over, Shellpoint put me on scheduled payments. I paid every payment either early or on time. The first payment was due in XXXX. Once I was given the amount, I paid it early in XXXX. Shellpoint reported it 60, 90, and 120 days late, although it was never late, paid early, or on time ( see attached documentation ). I sent documentation to XXXX verifying this, but they have not removed it. I have never been late. I was under COVID-19 protection once over ; I immediately resumed payments. I have been dealing with them for over two years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08332
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My problem is with two companies - Shellpoint Mortgage and XXXX- I have been working on this problem since XX/XX/XXXX when I put the condo on the market. Apparently, we had XXXX submissive liens on the condo - one from XXXX for about $ XXXX and one from XXXX bank for {$0.00}. I had two buyers- one in XXXX of XXXX and one in XX/XX/XXXX. I was in constant contact with both Shellpoint Mortgage and with XXXX to get this resolved. I would walk away with no money - but could put this in the past. I have about 3 inches of correspondence - emails, letters etc going back and forth. XXXX would not work with Shellpoint. In XX/XX/XXXX, while still working with Shellpoint, I was informed that Shellpoint had foreclosed on the property in XXXX of XXXX - and sold the property with all liens cleaned up... Until I was notified again by both that I owed $ XXXX to Shellpoint and $ XXXX to XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Account NoXXXXXXXX I called and sent multiple messages to newrez regarding extending my forbearance for three more months, the only thing I'm getting is drama, the phone customer service is of no use and I'm still in dilemma right now, my XXXX haven't paid the rent, I don't have the money right now to pay the monthly mortgage, plus I got covid in last year XXXX so I need three more months of forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: NewRez LLC XXXX Shellpoint assessed a predatory late fee of {$64.00} as it failed to and continues to fail to comply with FHFA regulations dated XX/XX/2023 and failed to exclude the cumulative cap on disaster payment deferral or a COVID-19 payment deferral when NewRez LLC / Shellpoint is aware that as per FHFA regulations the cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral. ( See attached exhibit A and B ). Simply stated the prior Covid 19 payment deferments are NOT included in cumulative cap and can NOT be used as a basis for denying the current 3 months deferment request. NewRez LLC/ Shellpoint does the OPPOSITE. NewRez LLC/Shellpoint uses a prior Covid 19 payment deferment as a basis for denying the current 3 months request. I have not used any of the FHFA allowed to be deferred 6 months of payments based on XX/XX/XXXX FHFA guidelines. FHFA regulations specifically exclude prior Covid 19 issued deferments as a basis for which NewRez Shellpoint can deny the current 3 months deferment request. There is NO CAP that Shellpoint can rely on to to justify their refusal to provide a current payment deferment because cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral. NewRez LLC/ Shellpoint simply ignore the fact that the previous 21 months Covid -19 deferment as a result of XXXX XXXX XXXXXXXX shut downs which had occured as a result of nationwide disaster and Gov. XXXX executive Orders related to NYC shut downs and shelter in place and Covid 19 deferment can NOT be used as a basis for You have exhausted the maximum amount of allowed deferred payments ; therefore, the loan does not qualify for an additional 3-month deferral due to COVID-19. ( Verbatim from Shellpoints letter dated XX/XX/2023 ). NewRez LLC / Shellpoint continues to operate in direct violation of federal regulations despite of their full knowledge of the exclusion of the cumulative cap on disaster payment deferral or a COVID-19 payment deferral. This is a second formal request for NewRez LLC / Shellpoint to further elaborate on to why NewRez LLC / Shellpoint continues to fail to exclude the cumulative cap on disaster payment deferral or a COVID-19 payment deferral when NewRez LLC / Shellpoint is aware that as per FHFA regulations the cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral. This is equally a formal request for NewRez LLC / Shellpoint to remove a predatory late fee of {$64.00} as NewRez LLC / Shellpoint continues to fail to exclude the cumulative cap on disaster payment deferral or a COVID-19 payment deferral when NewRez LLC / Shellpoint is aware that as per FHFA regulations the cumulative cap does not apply to disaster payment deferral or a COVID-19 payment deferral. Encl : FHFA regulations exhibit A and B.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: The original loan was with XXXX XXXX XXXX XX/XX/XXXX they transfer the loan to Newrez LLC. I received a past due Tax bill {$6100.00} from XXXX XXXX. I called Newrez and told them I received the tax bill. They asked me fax the bill to them. Then I received the mortgage statement increases {$3700.00}. The regular bill was, {$2600.00}. Then I called XXXX XXXX and checked with them about my annual bill only {$4900.00}. The bank did not pay my bill since XX/XX/XXXX. XXXX XXXX add interest {$1200.00}. The collect the escrow with mortgage but they didn't pay my tax. Now the bank clears my currant tax balances. From XX/XX/XXXX I will pay my taxes and insurances. The can collect from me only the loan and interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11001
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: On XX/XX/XXXX, at XXXX XXXX, 2 hours after customer service chat was closed, NewRez sent us an email alerting us that they had not received XXXX 's mortgage payment. I immediately checked my bank 's records and confirmed that the payment had gone to NewRez and been negotiated on XX/XX/XXXX. I have contacted NewRez and supplied them a copy of the transaction history. NewRez I will be filing a Notice of Error with them tomorrow. It appears that the check may have been sent to another post office box than the one currently designated, which perhaps accounts for New Rez 's error. However, given that the check was made out to NewRez, contained my account number, and was negotiated, I believe the failure to credit my account is NewRez 's and not mine.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Im NOT disputing ownership of this loan! My dispute is to question WHY Shellpoint mortgage CHANGED information that was verified as accurate on my credit report for 14 months twice! It is an obvious attempt to corroborate inaccurate information with XXXX XXXX XXXX. I will provide documentation showing changes made on XX/XX/XXXX reflecting 3 payments made XXXX, XXXX & XX/XX/XXXX. The very next day XX/XX/XXXX, 3 payments show XXXX, XXXX & XXXX, XXXX! From XX/XX/XXXX when previously last reported, until XXXX XXXX this account shows verified as accurate with payments received in XXXX, XXXX, XXXX and XX/XX/XXXX! It IS very important information to me because I rely on ACCURATE credit reporting especially this account as its the only one ever reported late in over 30 years! I question why it was changed 14 months after transfer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14228
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Starting XX/XX/XXXX, my monthly mortgage payment was increased by {$410.00}. I contacted my current mortgage lender, Shellpoint Mortgage, to find out why my monthly payment amount increased and I was told that they added the lender paid home insurance premium on my account. I immediately sent the copy of my home insurance policy to Shellpoint Mortgage and confirmed with their customer representative they have received my insurance policy. However, they didnt remove/credit/waive the additional {$410.00} and require the master insurance policy for my condominium. Then, I provided our Homeowners Association and XXXX XXXX XXXX contact information to Shellpoint Mortgage so Shellpoint can request the copy directly from them. As of today, Shellpoint has not yet waived the additional monthly fee of {$410.00} and have charged 5 % penalty for the month of XXXX and XXXX because I refused to pay for the {$410.00}. The mortgage loan was initially from XXXX XXXX XXXX XXXX ) in XX/XX/XXXX, then XXXX XXXX sold the mortgage loan to Shellpoint during pandemic. The homeowner insurance was not required when I got the mortgage from XXXX XXXX in XXXX. Shellpoint added the requirement for requiring borrower to obtain additional homeowner insurance coverage. My annual homeowner insurance premium is less than {$500.00}. Shellpoint Mortgage charges the borrower ( me ) to pay for lender paid home insurance for {$410.00} monthly premium because they added this new requirement without the mortgagor agreement. I have clearly mentioned during the calls with the customer service representatives at Shellpoint that I refused to pay for the fees which I am not responsible for, not to mention I have my homeowner insurance coverage in place and have provided the policy to Shellpoint. Shellpoint Mortgage refused to waive/remove the {$410.00} lender paid home insurance premium and 5 % monthly penalty
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A