Date Received: 2020-09-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have on several occasions over the last few weeks to get this resolved. The issue lies with Shellpoint and XXXX XXXX XXXX. Somehow during the process of XXXX XXXX selling the loan to Shellpoint a entry was made that we were 60 days late on a payment. I have verified with XXXX XXXX bank as well as Shellpoint that we have NEVER missed a payment and was NEVER late on a payment. It is clear on my credit report that Shell Point is carrying the error and I would like this corrected and rectified ASAP! I have documentation to prove this I Have documents to include 3 statements from Shellpoint ( I was only with Shell Point for 3 months before you sold our loan ) All three statements show payment made on-time. In fact I was doing Bi-Weekly Auto withdrawal Payments approved by Shellpoint adding an additional payment during our time with Shellpoint. Currently I am in the process of refinancing my home and moving to a local bank and this error is prohibiting me from moving forward with this process. Clearly based on statements provided and back-up there is NO reason for this and NO reason I should have to go to these lengths to fix a error on your side.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83686
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SEE CFPB Complaint : XXXX. Originally called the mortgage company and filed a complaint. They then deleted a bunch of payments and applied them EVEN more incorrectly. Causing me to incur HIGHER interest payments due to them applying the payments to the principal on XX/XX/2020 verses when they were actually done several MONTHS ago. I can NOT comprehend why this is so difficult for them unless they have monkeys working there. I have attached the original attachments and the new payment history to show the FRAUD this company is attempting to do to my loan. SEE cfpb Complaint : XXXX for original details at issue here.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NM
Zip: 88310
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I called my previous mortgage company, NewRez/Shellpoint Mortgage to advise them I was refinancing my loan and to not make the XX/XX/2020 county tax payment. The title company for the refinancing paid the county tax payment on XX/XX/XXXX and their system would have blocked any attempt by NewRez to send a duplicate tax payment. On XX/XX/XXXX I received my escrow refund from NewRez/ShellPoint for just {$3600.00} which is minus the {$8600.00} tax refund. I tried resolving this issue with NewRez by calling them to ask that they research the issue on their end and to send me the missing escrow funds immediately. I was simply told their records showed the payment was made and that there was nothing I could do but file a dispute. I said, " That's why I'm calling! '' They provided me with a fax number ( who faxes anymore? ) and an email address. I have emailed them my dispute which seems unfair since I already verbally advised them of my dispute by phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortgage - XXXX - Is reporting inaccurate information on my credit report. they are reporting a 30 day late XX/XX/2020 and I have never been late on any account ever in my life. I actually had set up auto draft with Shellpoint, as I have many accounts with them. I set up the auto draft and payments with a representative who actually made a mistake & put the payment toward one of my other accounts in error. I have never been late & I have & have had multiple accounts with you guys for as long as I can remember. I am a long time customer and this was not my fault. I would like this late removed due to their error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For over a year now I have received assistance from my local township to help pay my mortgage. Due to this I have had to make partial mortgage payments. The township pays {$300.00} in the beginning of the month and I pay the remaining at some point in the month as well. I have exclusively worked with XXXX XXXX, Loss Mitigation Specialist XXXX ( Office ) XXXX ( Toll-Free ) XXXX ( Fax ) XXXX For over a year. I check in with him every month to ensure all payments have been received. Most recently I contacted him in XXXX of XXXX because strangers were taking photos of my home and stated they were from Shellpoint. I asked him if anything was wrong and i was assured by him that the mortgage was in current standing. 3 weeks later I receive a letter stating that the mortgage is past due {$2700.00}. So I called to find out what was going on. I couldn't get in contact with XXXX XXXX so I spoke with whoever was available. The women told me that the mortgage was past due because there was never a payment made in XXXX of XXXX and we have been past due since then. Imagine my surprise since i have spoken to XXXX XXXX every month. She stated that if I had proof it was paid that the mortgage would turn current. I sent them all the proofs of payment, and they still sent me another letter stating that I am past due. I have contacted them on multiple occasions asking how is it possible that the mortgage is still past due. No one will return my calls, no one will return my emails, XXXX XXXX refuses to answer me. They are not threatening me with foreclosure. i have proof of every single payment made to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60133
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX was my mortgage company payment of {$2300.00} was made in XXXX XXXX. Then XXXX realized my loan was transferred to XXXX XXXX and sent payment of {$2300.00} to my new mortgage and XXXX then did not see I had a loan with them ( did not look under my social security number ) then forwarded check to Shellpoint which is my second mortgage. Payment received applied to my principal and monthly loan. I called Shellpoint to have payment sent back to XXXX XXXX and now 4 months later Still no payment sent and now Shellpoint not wanting to give me any answers where payment is and they reversed Money from my principal and money is where?? Shellpoint is not being cooperative. I need answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have loan number XXXX with New Rez Mortgage company. I have been paying my mortgage on time for several years. I signed up for auto payment to have them take out the scheduled minimum payment out of my account a few days before the due date. I reviewed my monthly statements and now see that they are taking payments out now earlier and earlier and back to back. I see one payment taken out three weeks early on XX/XX/2020 that is not due until XX/XX/2020 then the following day they took out a second payment almost two months before it is due. The just took a payment from my bank on XX/XX/2020 to pay the XX/XX/2020 statement ( which hasn't even been created or sent to me yet XXXX! These payments are not what I signed up for and should only be taken once a month the week they are due! I tried to contact New Rez via their webiste but the submit button does not work ( you fill out a form and then screen just dies ). I tried calling but can't get live person. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Mortgage dba XXXX XXXX purchased my Mortgage or, purchased XXXX Mortgage XXXX facts are unclear ). Upon purchase, I received a document stating that nothing will change within the Terms and Conditions of the Loan. To date, no new documents were presented nor signed. For the year 2020, I was not sent an Escrow Statement by XXXX. Instead, I logged in to my account in XXXX to make a payment and notice my mortgage amount had increased without my knowledge. It took me contacting the company to receive a statement and I paid the shortage amount. XXXX XXXX, I received a second Escrow Statement with a monthly mortgage increase. I called Shellpoint/NewRez and spoke with an Agent. I was advised that Shellpoints Terms and Conditions to their XXXX Agreement is that the Customer is required to maintain a XXXX balance in escrow at all times. This is not the Terms and Condition Agreement that was signed at closing. This has not been an issue with XXXX until now. I do not have a signed, legal document with Shellpoint of these new Terms and Conditions therefore, I emailed XXXX advising them of my Dispute. My increase in mortgage starts XX/XX/XXXX and I have yet to hear back from them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This will be my second complaint on Shellpoint Mortgage Servicing located at XXXX XXXX XXXX, XXXX XXXX, XXXX, SC XXXX / XXXX New Rez XXXX XXXX Owner of loan and they are located at XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX. Shellpoint took over this mortgage on XX/XX/XXXX. At that time I was not aware of this having relocated to Tennessee the first of XX/XX/XXXX and not receiving any notification. Payments were made to XXXX XXXX but Shellpoint did not acknowledge said payments showing late payment on my credit report. Shellpoint was paid in full on XX/XX/XXXX according to their payoff letter. Shellpoint first refused to acknowledge that they were even paid through a wire transfer made by XXXX XXXX on XX/XX/XXXX. It took until XX/XX/XXXX for them to agree and to accept the payment so the loan was paid off in full. It has now been sixty days since they were paid off. They refuse to update with the credit agencies showing the account was closed and remove the two late payments of XX/XX/XXXX and XX/XX/XXXX. I have made numerous requests and my credit is still showing late and account still open sixty days after they were paid in full. This is keeping me from getting a mortgage on my new residents. They continue to tell me the Paid In Full letter is not ready along with not showing accurate late payments and closed accounts to the credit agencies.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: PROBLEM : Since XX/XX/XXXX I have been trying to get XXXX to correct my credit reporting for the BIG 4 including XXXX, XXXX and XXXX as promised. I was told once my modification was completed all of my negative reporting would be cleared up as ok. I started the process in XX/XX/XXXX and it finally concluded on XX/XX/XXXX with the modification. Immediately, XXXX disbands the division, the employees disappear and my loan is transferred to XXXX XXXX. XXXX was practicing the same hanky-panky which got them fined for {$28.00} XXXX by the CFPB XXXX XXXX XXXX. XXXX would start the process, inform me not to make payments, asked for documents and would tell me my credit reports would be cleared for non-payments and changed to OK status. I was told throughout the process my credit reports were going to be corrected to show in good standing for every month throughout the process because I was doing everything on my part to get the modification done. The process would begin or restart and stop by XXXX after changing agents and using the excuse they had no paperwork, did not receive paperwork or needed other paperwork as I went through XXXX XXXX ( XXXX ), unknown worker ( XXXX ), XXXX XXXX ( XX/XX/XXXX XX/XX/XXXX ), XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX ) and XXXX XXXX ( XX/XX/XXXX XX/XX/XXXX ). CREDIT REPORTING : For XXXX I show over 30 days late for ( XXXX ) XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and ( XXXX ) XXXX. Also, I am over 60 days late for ( XXXX ) XXXX, XXXX and XXXX. Finally, for ( XXXX ) I am over 90 days late for XXXX, XXXX and XXXX and over 120 days late ( XXXX ) XXXX, XXXX, XXXX and XXXX. In addition, despite making payments to XXXX XXXX for {$1300.00} on XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX and {$1300.00} on XX/XX/XXXX ( see XXXX XXXX Statements for payments ), XXXX shows my account being past due on XX/XX/XXXX for over 120 days late for {$16000.00}. In my conversations with XXXX, despite knowing payments were made on time starting in XX/XX/XXXX, they will not correct the XX/XX/XXXX negative report. Finally, XXXX has had a history of this behavior with their customers. How they are allowed to be in business is a mystery because they dont seem to care. OTHER EVIDENCE : 1. XXXX XXXX XXXX from XX/XX/XXXX XX/XX/XXXX showing on time payments to XXXX. 2. Emails with XXXX 3. Emails with XXXX showing XXXX was unresponsive for SIX months from XX/XX/XXXX to XX/XX/XXXX getting XXXX the necessary information to complete the modification. This same lack of responsiveness was also why my information was never changed on my credit reports as I was told it was after the completion of the modification. 4. Credit reporting from XXXX & XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A