Date Received: 2023-11-13
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I requested today by phone a payment history report for the life of my loan they stated ( bankruptcy department ) from shellpoint that due to my bankruptcy they are unable to give me any of this information?? I asked them to send it to my attorney they said they were not allowed this information as well NO ONE is allowed this information they told me. They told me my lawyer can call their lawyer and they will tell them the same thing no access to this information is allowed! I contacted my attorney in an email of this situation as well how can they deny me this information as well as my attorney? I feel this is required of them and if it is required why did they deny it and I feel if it it is required than they should be held accountable for their actions I have had nothing but aggravation faculae information and more from this company I am mad frustrated and stressed on how they conduct business I would like for you to address this being I am unable to speak to anyone at shellpoint in regards to this matter thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been trying to get Shellpontie - NewRez to correct the principal balance for several weeks. The servicing was transferred in XX/XX/2024 and the principal balance was updated on XX/XX/XXXX to reflect a {$300000.00} principal payment. As of today/s date, the principal balance still reflects {$30000.00} too much. I did file a dispute with the credit agencies, but because I have had so much trouble with this servicer, I feel there will be no resolution. This has been a nightmare from day one for us, I just want the credit balance correct. This affects our debt-to-income ratio. Please assist with this issue and have it resolved in a timely fashion. I have all kinds of supporting documentation if needed. Warm regards, XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MO
Zip: 63368
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Sent application income to my mortgage company. Called to check on my request. I was told by customer service my request and documents were not being processed. but they did receive my papers XX/XX/XXXX, XXXX XXXX, XXXX XXXX. Spoke with with customer service to give my hardship and financial information. Called XXXX XXXX, XXXX. was told by XXXX Loss Mitigation they were not processing my mortgage assistance request. The mortgage company is trying to make me lose my house to foreclosure by not processing my paperwork. I got behind on my mortgage when my wife died of XXXX XXXX XXXX XXXX. I did not receive foreclosure letter form foreclosure attorney for this sale date of XXXX XXXX, XXXX mortgage company told me I had a foreclosure sale date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38116
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Was given a loan Deferment by Shellpoint Mortgage Servicing on XX/XX/23. They told me that this would not affect my credit and since they were only moving payments to the end of the loan and not writing anything off, that those payments that were moved to the end of the loan would show current. They have reported those payments that they Deferred as late and have not responded to my request for them to be removed as late as per the CARES Act and as they indicated that they would.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45069
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: New Rez Mortgage system fails to deduct payments from bank account. We specifically schedule payments to track them. Upon emailing them, they deducted the payment late. Again we decided to track and took pictures of the payment pages when scheduled. Still not payment has been taken out. When we try to login to their website, their website is down and certificate is expired. Trying to call no one answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11222
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PAYMENTS WAS NEVER LATE. MISTAKE DUE TO MORTGAGE COMPANY SWITCHED COMPANIES. SHELLPOINT COMPANY
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/XXXX there was an unauthorized payment made on my account for {$2500.00} out of someone else checking account who made an {$1000.00} payment the week before as a favor. As soon as he called to tell me that {$2500.00} came out of his bank account, I immediately called my point of contact there, explaining the situation & she put in a request for a refund. After the 48 hours I called her to find out the status & she told me it was still pending and for me to email the XXXX department DEMANDING they refund the money. I emailed them 3 separate times with no response, the following day I reached out to my point of contact again & she then tells me it was denied & for me to call & ask for a supervisor, I did that on XX/XX/XXXX which was unsuccessful. They were really rude & she pretty much told me that theres nothing they can do about it because if they refunded it, it would bring me past due which I told them I have the money for a payment, but that Im not paying it until the {$2500.00} payment is refunded. She then tells me to just pay him back.Absolutely not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: NewRez LLC/Shellpoint continues to openly defy and ignore new XXXX regulations despite of their full knowledge of the fact that cumulative cap does not apply to disaster payment deferral or a XXXX payment deferral. ( See attached exhibit A and B ) Simply stated the prior XXXX XXXX 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 XXXX XXXX payment deferment as a basis for denying the current 3 months request. I have not used any of the XXXX allowed to be deferred 6 months of payments based on XX/XX/XXXX XXXX guidelines. XXXX regulations specifically exclude prior XXXX XXXX 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 XXXX payment deferral. XXXXwRez LLC/ Shellpoint simply ignore the fact that the previous 21 months XXXX XXXX deferment as a result of XXXX XXXX XXXX shut downs which had occured as a result of nationwide disaster and Gov. XXXX executive Orders related to XXXX shut downs and shelter in place and XXXX XXXX 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 XXXX deferral due to XXXX. ( Shellpoints prior 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 XXXX payment deferral. This is a formal request for NewRez LLC / Shellpoint to further elaborate on to why NewRez LLC XXXX Shellpoint continues to fail to exclude the cumulative cap on disaster payment deferral or a XXXX payment deferral when NewRez LLC / Shellpoint is aware that as per XXXX regulations the cumulative cap does NOT apply to disaster payment deferral or a XXXX payment deferral.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: CFPB online letter XX/XX/XXXX The years since my XXXX XXXX diagnosis and XXXX in XXXX I have lost my career, after which my husband became my primary caregiver. We declared bankruptcy, XXXX the following XXXX, and eventually secured my XXXX federal XXXX benefits this year ( XXXX ). As we prepared to sell our home last XXXX ( XXXX ) the head of our church congregation sent a {$700.00} mortgage payment for that month to one of two addresses listed on the bill. He chose the wrong address, and then sent two payments ( {$1400.00} ) on one check the following month ( XX/XX/XXXX ). We closed on our home XX/XX/XXXX, paid off the mortage, and moved to XXXX, Mississippi to find more affordable housing, Our latest bid for another home there was accepted last month ( XX/XX/XXXX ). Our closing date was set for XX/XX/XXXX, if I recall correctly. On XX/XX/XXXX, and again on XXXX, XXXX XXXX our loan officer called to inform us that he could not proceed with the purchase of our new home ( now still under contract, by the grace of XXXX ) without resolving what was showing my ( XXXX XXXX 's three credit reports as a 30-days late payment from our former lender, Shellpoint Mortgaging Services ( formerly NewRez ). Shellpoint asked us to send a letter to resolve the problem. We overnighted that letter the same day ( XX/XX/XXXX ). We have had no word on their decision as yet. We have called at least three times. Anything you can do is appreciated. XXXX XXXX XXXX, Formerly XXXX XXXX XXXX until XXXX. ID FOR COMPLAINT SENT TO SHELLPOINT MORTGAGE SERVICING XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39211
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our mortgage was transferred over to XXXX XXXX, and that is the beginning Of this issues. The mortgage company failed to apply the tax exemption by XXXX XXXX and overcharged us almost {$1000.00} a month for over a year. XXXX XXXX has reached out to the mortgage company, we have reached out every month to please stop over charging us. They have since reported it on my credit bureau and refused to talk to me on the phone and advise me to get an attorney in order to request notes from my account for further review of my mortgage and actually hung up on me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A