Date Received: 2020-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my XX/XX/2020 payment to Shellpoint Mortgage Company using my electronic bill pay service through XXXX XXXX. The check was for {$1400.00}. Shellpoint Mortgage Company cashed the check and then stated they never received payment. I contacted them by phone for approximately 2 weeks. In the course of one week, my wife and I were sent more than 24 notices from Shellpoint Mortgage stated I was delinquent. I had my bank send the cancelled check as proof of payment to Shellpoint Mortgage in the beginning of XX/XX/2020. The check is dated XX/XX/2020 and on the bank it is endorsed on XX/XX/2020 by " New Rez LLC aka Shellpoint Mortgage '' Additionally, I sent the copy I received from the bank. I also sent a copy directly to a supervisor on XX/XX/2020. I am still getting calls from collection agents from Shellpoint Mortgage attempting to collect money I don't owe.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I recently submitted a complaint and only work done was 'spoke to client ', Closed. Do I get to see response? Did company respond to length of time they're taking to just increase the amounts I'll owe? Did company respond to # of requests that are not 'updating ' but confusion over who has received what? Did company respond to why this process is in its 9th month? COMPLAINT # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: NewRez mortgage provided XXXX inaccurate information regarding my XXXX and XXXX payments which in turn dramatically dropped my credit score and rating category. The initial reason for the dispute was because NewRez provided me with the incorrect information for my XXXX payment and refused to take accountability for it..which is normal for them according to reviews on the XXXX. I feel that they are vindicating me for having the audacity to pursue my case because I feel that they never fully investigated the initial incident by pulling the call and taking accountability. Therefore, I opened a dispute with XXXX and they misrepresented my XXXX and XXXX payments, which resulted in another credit hit after I worked hard to build back my credit after the XXXX incident.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85304
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Evening, I recently purchased my home in XX/XX/XXXX. Our initial mortgage was transferred to New Rez in XX/XX/XXXX. Shellpoint Mortgage Servicing is the company actually servicing the loan - taking payments and keeping records. ( Prior to this, I have spent the past five years rebuilding my credit to an excellent rating and have never missed any payments or made any late payments on any accounts during this 5 year period ). My first payment to Shellpoint was for XX/XX/XXXX. This being my first payment, I wanted to ensure the payment went through on time. So I Set up automatic recurring payment, thinking that it will start XX/XX/XXXX. And I also made a manual payment. The amount of each payment is {$2300.00}. When I checked my account a few days later, I realized that the automatic payment which I thought would start XX/XX/XXXX, had also been processed for XXXX. I called Shellpoint and requested a refund for the additional payment ( {$2300.00} ). I made the request, but never received a notification or confirmation that the request was being processed. So I called a few days later to follow up on the refund to ensure it was being processed. Really, when I requested the one refund, I was expecting Shellpoint to just electronically credit my account the one payment. I called a few days later again and was advised that a refund check was being mailed out. In a week or so I received a refund check in the mail. However, a week after that, I received another refund check. I was confused why they had sent two checks. So I called Shellpoint and asked why did I receive a second check and what should I do with it. Shellpoint advised me that they had made a mistake and to just void the check, which I did. In XXXX, my automatic payment went through and same for XXXX and XXXX. However in XXXX I called Shellpoint with a general questions on my account. During that call I was advised that my account was 30 days late. I was shocked. Why? They informed my that the account showed no payment for XXXX. When I checked my credit report for XXXX, I found that Shellpoint had reported a 30 day late payment for XXXX to the Credit Bureaus and my credit score had dropped almost 100 points. They reported that both payments made in XXXX were returned - not made, however the second check was never processed, it was voided - so they had the funds in their account for XXXX. Needless to say I was upset and called Shellpoint to find out how to correct this. I spoke to several customer reps who informed me that they would send an email to loan servicing. I reported the matter on their web site and also filed a dispute with XXXX. I continued to call to try and speak to someone in loan servicing. Eventually I was transferred to a supervisor in customer service. She reviewed my account after I explained the situation to her and she acknowledged the mistake and apologized. She advised me that even though the second check was never cashed. Because Shellpoint issued the check, they need to show in their system that the funds went out.. ( which also meant she confirmed that the second check was never processed and the funds were still there - crediting those monies to my account at that time had nothing to do with me or my payment history, but more so to fix a glitch in their system ) .So she said Shellpoint would credit my account the one payment and I would have to give that same refund back to Shellpoint to bring my account current. I did not fully understand that logic, but was finally happy to have someone who appeared to be able to assist me. On XX/XX/XXXX I received the credit to my account and I immediately went on their website and made the payment to my account. Weeks later nothing had changed. I continued sending request for assistance. Finally a few weeks later I received a call from a XXXX XXXX, who advised she was handling my account. I expressed how happy I was to finally have someone from loan servicing to talk to directly. I explained everything to her. She reviewed the account and again acknowledged the mistake and noted they should have never issued the second check. She said the credit dept. would need to report the error to the credit bureaus and she would send an email. I inquired about the turn- around time and she said at the most 48 hours. About 4 days went by and I had not heard an update. Then I received an email from XXXX noting that the dispute I filed had been closed. I expected to log in to see my credit score restored, however that was not the case. Nothing had changed. I called XXXX back and she said that Shellpoint had not reported my account late, but in fact it was late for XXXX ... .What???? She just told me she saw the mistake, acknowledged it 5 days ago and now shes saying something that's completely incorrect. I could not accept that - I have worked tirelessly to restore and rebuild my credit. I asked for her email and I sent her an explanation again with copies of my banking statements which show all my on time payments from XX/XX/XXXX when the account was transferred to the current month. XXXX at the time. It also showed the electronic refund that was received and issued back to them. Also a copy of the voided second check that I was advised to just void. At no time was a payment not made, or made late on my account. I have followed up and still waiting to hear if the correction has been made to my Shellpoint account as well as the Credit agencies. While this was going on in XXXX, I was in the process of doing other financial transactions outside of my mortgage and this mistake and incorrect report to the Credit bureau has completely jeopardize my ability to successfully apply. My credit rating reflects a late payment that never happened, reported by Shellpoint that had my funds ( XXXX payment ) and reported that they did not. FALSE Report. I have spoken to TRansunion and they advised that once they receive the update and corrected report from Shellpoint, that my credit will be restored if that was the only thing, which it is. All my accounts have an exemplary payment history, as should this account also. They should have reached out to me or confirmed within their systems that a refund check was already released before releasing a second one. Also, they should be able to confirm in their system if a check is processed. I voided the second check, why did they reflect it as being processed and update my account as being 30 days behind, when in fact they still had my XXXX payment? I have done nothing wrong, and my banking statements represent that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Reason for perusing refinance : I received a refinance summary from NewRez by mail for a FHA Streamline refinance for the balance I owned on my house {>= $1,000,000}. ( NewRez current financial company ) Monthly payment of 2.875 %, for a remaining term of 26 year, 3 Months. Background : When I started the conversation with the 1st Loan Officer, XXXX XXXX, I made it clear that I did not want to pay closing cost greater than {$5000.00}. I made it clear that I was looking for a interest 0.75 % less than what I was paying if I were to persue a conventional loan because the FHA Streamline refinance required no closing cost and only required me to pay the balance owed. 1 of 2 issues XX/XX/2020 : The first loan officer, XXXX XXXX, told me I could refinance on a conventional loan with no closing cost. By phone he offered me a 25 year loan, monthly payment of {$2700.00} for the amount owned on the house. When I received the loan application the amount to finance was {$400000.00}. I did not sign anything because the amount was {$17000.00} more than what I owed on the house. XXXX apologized for the miss understanding and thought that I was only concerned with having to bring funding to the table. I expressed in a professional manner how disappointed I was with the miss accurate information provided. I told him I would rather do the FHA Streamline if I had to pay closing cost. He told me he needed to check with FHA on some things and would have to talk to me on the next business day XX/XX/2020. When I did talk with XXXX on XX/XX/2020 he apologized for his inexperience as a new loan officer. He recommended that I work with a more experience loan officer, XXXX XXXX ( XXXX ) XXXX. 2 of 2 issues XX/XX/2020 : The second loan officer, XXXX XXXX ( XXXX ) XXXX and I had a length conversation. During a recorded conversation, we agreed to a 20 conventional year loan, fixed interest rate of 2.875 %, amount financed {$390000.00} ( included all closing cost ), for 20 years conventional loan, no appraisal required, monthly payment of {$2800.00} ( including taxes, principle, interest, no hidden fee, no PMI ). XXXX XXXX told me he would send me the updated application for signature. When I received the loan application the numbers in it were exactly same as the numbers provided in the application provided by XXXX for {$400000.00}. I explained this to XXXX, and he told me to trust him and sign the document. He also said the information would be updated the next day. He said he needed me to sign the application to lock in the rates agreed to on the phone. The loan application needed to be signed to start the process. He was not able to make the change at this time ( given time of day ) becuase the and because it was late he could not get the update before XXXX XXXX ( departure time ). When I told XXXX that I would not sign without the information being the same as we agreed he told me that I could be missing out on the interest rate he provided me. I said the interest rate he said on the phone and what he provided me in the loan application was not the same. If I wouldn't sign the application with an amount to be finance of XXXX why would I sign the exact same application with the same amount to be finance the next day. XXXX was untruthful and told me to trust him. I told him the conversation was being recorded and that he was dishonest. I pulled my credit because the deal seems excellent and the company was very dishonest.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a Mortgage with XXXX XXXX. for a property that was sold and approved by XXXX as a short sale in XX/XX/XXXX. This property had a successful closing and the XXXX XXXX was paid and satisfied. Now @ XX/XX/XXXX the paid and satisfied loan was transferred to Shellpoint Mortgage from XXXX as an open unpaid Mortgage Loan. I have contacted Shellpoint Mortgage on a daily basis via their customer service phone number and also their loan servicing e-mail. I have been on hold hours at a time with representatives that have not been experienced in any loan assistance. I have provided supporting documents of the closing of the loan to XXXX as directed by the representatives. I have not received a response and this matter urgent matter continues to be unresolved. This is negatively impacting my credit, housing lease abilities and/or ability to request any financial loan or credit. Including my credit decreased on credit cards unfairly. Please see the below e-mail also sent from the attorney who completed the closing of the property : My office represented Ms. XXXX XXXX in the short sale of the above property, which CLOSED successfully with XXXX, the prior servicer, back in XX/XX/XXXX. MsXXXX XXXX has not owned this property, nor been responsible for this mortgage debt since our closing date of XX/XX/XXXX. I have attached not only the Satisfaction of Said mortgage, received from XXXX in XXXX, but also all closing documents and proof of wire sent to XXXX after closing. Ms. XXXX is copied on this email with her real estate agent. I am seeking written confirmation be sent to myself, or Ms. XXXX directly, confirming this loan has been satisfied and she owes your company no money for said mortgage. Please respond as soon as possible. Thank you XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX & XXXX XXXX, NJ XXXX Office : XXXX Cell : XXXX Fax : XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez/Shellpoint has begun adding ESCROW payment to my mortgage statement as of XX/XX/2020. Prior to them taking over my mortgage from XXXX XXXX Escrow was not attached to my loan as I paid my Taxes and Homeowners Insurance separately. My mortgage payment was : Princ : XXXX Inter : XXXX Escrow : XXXX Mtg Pmt : XXXX NewRez/Shellpoint has added Princ : XXXX Inter : XXXX Escrow : XXXX Mtg Pmt : XXXX To date they have assessed a total of {$800.00} due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a follow up to complaint filed XXXX. I submitted a claim for wind damage on the property that I thought was on the covered by the loan in question. The loan was denied because the insurance company which was provided by Shell Point Mtg Servicing covered a different property. I have tried to get an original copy of my loan documents several time since XX/XX/XXXX and the last time was XX/XX/XXXX. Now I don't know exactly what property this loan is on. I am becoming more concerned as time goes on because all I get is the run-a-round from Shell Point Mtg on any question. They can not tell me what property they are holding mortgage on. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84037
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage loan was transferred to new mortgage service in XX/XX/XXXX. The new mortgage servicer sent my documents to other 3rd parties but not to me. They refuse to communicate verbally and will not mail me my monthly mortgage notes to my home address. However they do send me unrequest home appraisals and charge me for them as well. In addition, their disputed owed amount is erroneous. It was erroneously claimed by previous the previous FIVE ( 5 ) servicers. I am disputing these maliciously erroneously claimed amount with previous service-rs in the courts. However, until this matter is cleared, this NEW COMPANY 's malicious and fallacious claims are ruining my credit, and the opportunity to get away from a usurious interest-only loan acquired in the XXXX to XXXX home financial crisis. I am paying an interest rate of 6.125 % and it will climb to 6.75 % in the next 2 years. I can not afford to continue to trow hundreds of thousand of dollars, for the next 30 years, just because they claim it to be so! Since XXXX of XXXX thru XX/XX/XXXX, I have paid in excess of {>= $1,000,000} dollars in pure interest because they purposely muddled my payment history in order to force me into foreclosure. I beg you, please review my document package, it list every cashed check from XX/XX/XXXX, to XX/XX/XXXX. Every one has been cashed by their respective holders withing a 30 day period of their receipt. I would welcome a little bit of justice, just enough to stop being ripped to shred 's by the viscous predators that this industry have become. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is my mortgage servicing company. They are supposed to pay my insurance and property taxes through my escrow account. They did not pay my taxes for XX/XX/2020. I received a letter for past due taxes from the state. I have been trying to contact to resolve this and they are giving me the run around. I've call over 10 times and no one answers. I emailed about 15 times with no resolution. They are stealing peoples money and not applying it to the account as legally obligated to do. They are taking money out of the escrow for purposed other than intended. They refuse to answer the phone and rarely respond to email. Their website isn't working. I haven't been able to log into my account for over a month to try to see what's going on. It is obvious there are trying to hide what they are doing to people accounts. I can't even make a payment online anymore. I have to physically mail a check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A