Date Received: 2020-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my home loan was bought from XXXX by New Rez. Each month they tell me my pmt was late and i owe late fees. Several times I have sent documentation from my bank to New Rez to validate they cashed my check before the due date. This seems to work until the next payment is due and then I have the same problem. This is costing money and time. When I speak with someone in cust service they say my accnt is fine. When I request a payment summary statement it shows all pmts made before the late date. I am incurring late fees. My accnt # with New Rez is XXXX thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 i purchased a single family home. The sale was only completed thru escrow instructions. Before closing escrow we had to make sure there was sufficient money to cover insurance payment and property taxes payment. I have received several delinquency notices from my local property tax collector. When i reached out to my tax collector they expanded that the mortgage company had not sent full updated tax amount due. They explained that mortgage company had sent the old amount due the old amount due would be the amount that the original owner who we bought the house from was responsible for. With this information i have attempted to call the mortgage company. I have not been able to reach any one at their offices. I have left several messages to please call me and have left an updated current telephone number via voice message. I have also sent them a copy of the delinquency noticed and have wrote a note to them to pay the taxes due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My Loan was sold to Shellpoint Mortgage around XXXX of XXXX. Since that time I have been unable to access my online account after multiple attempts over the past several months dealing with there Costumer Service. The fact that I am an Essential Employee working 12+hrs per day ( Out of State ) in an industry that is vital to Our Health and Environment, it is often hard for me to spend the necessary time Shellpoint requires with hold times, misinformation and unknowledgeable customer service at times. Their customer service has been little to no help with any major or minor issues, and no access to escalate a call or issue to be expedited. Your only options are to send emails to departments and wait for a response that seems to never come. Ive been relying on the pay by phone service to make all of my payments with Shellpoint mortgage. On XX/XX/XXXX and XX/XX/XXXX of XXXX when I called to make a payment the automated system showed a XXXX balance. I discounted this as I must have already paid my balance earlier in the month with the payment that was made in the middle of XXXX. I thought nothing of it until I called in XXXX to make my next payment and it showed two payments due. I immediately paid both and called customer service the following day. On XX/XX/XXXX a the representative I spoke with told me that everything was fine and nothing was going to be reported to my credit. On XX/XX/XXXX I received a notification that Shellpoint had reported the missed payment to the credit bureaus. On XX/XX/XXXX I contacted Shellpoint who said I can only email the loan servicing department at Shellpoint with my dispute, and wait for a response from them on the matter. I have yet to receive anything other than a confirmation they received my email that says Do Not Reply. I have contacted costumer service twice in the last two weeks to try and resolve my Online Account issues again. They submitted my issues to there IT department, and stated that there is an issue with my account that IT needs to debug. I still have not been contacted for that issue. My bank, as of XX/XX/XXXX, stated that Shellpoint has not even updated my payment status with the credit bureaus since XX/XX/XXXX. I called and spoke with a representative who said she was sending a request to have that looked into also. This company has falsified information on numerous occasions, and will not correct/update my credit report. This has been my worst experience with a mortgage company in the past 14 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am constantly at odds with my mortgage company about accurately and timely reporting to the credit agencies. My mortgage company is adversely effecting my credit score by not reporting in a time manner. They consistently wait up to 90 days or more to report. I am currently missing entries for the month of XX/XX/XXXX ( no data ), XX/XX/XXXX ( no data ), XX/XX/XXXX ( Incorrect data ), XX/XX/XXXX, and XX/XX/XXXX are missing. I have filed so many disputes with the credit entities about this situation they have stop accepting my disputes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back in XX/XX/2019 I missed a payment on our 2nd mortgage and didn't realize it. I sent my regular payment in XXXX but XXXX considered it insufficient funds and put it in a separate account and didn't apply it to the loan. As the months went on I am thinking my payments are being applied they were not and late fees and other charges were added. XXXX has since went bankrupt and sold our loan to a collection agency called ShellPoint Mortgage Servicing. Our first encounter with them was a phone call from them telling us we owed that XXXX payment and that our account is severely delinquent and that we owed from XXXX to current date. The payment I had made in XXXX was sent back to our bank and also not applied to the loan. Shellpoint said they had no record of our payments and that we were lying about sending them. We have sent proof from our bank but now they are not calling or returning emails. Every time we tried calling and speaking to a representative we got different information and no one is willing to help us. Shellpoint is telling us we have to pay the back payments plus all late fees and other charges before working with us. So basically we have to pay the amounts we have already paid before releasing our payments and applying them to the loan. We want to refinance our loan with a reputable mortgage company but this is ruining our credit. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60123
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE JUST LEARNED THAT ALL OF MY PAYMENTS HAVE BEEN MISS APPLIED FOR YEARS NOW! THE COMPANY HAS TOLD ME ON XXXX XXXX THAT THEY WOULD FIX THE PROBLEMS BUT TO THIS DATE OF XXXX XXXX THEY HAVE NOT MADE THINGS RIGHT AT ALL. I NEED YOUR HELP PLEASE THEY ARE STILL MISS APPLYING MY MONEY TO THE ACCOUNT AND THEY ARE NOW CHARGING ME A NSF FEE THAT THEY JUST WAIVED THE FEE BUT I ASKED THEM TO COMPLETELY REMOVE THE FEE BECAUSE I HAD NOTHING TO DO WITH ANY KIND OF NSF CHARGES WHATSOEVER ; & THEY ADMITTED THAT IT WAS AN ERROR ON THEIR PART AND WILL NOT TAKE IT OFF MY ACCOUNT AT ALL! PLUS THEY HAVE FOUND A LOT OF MONEY THAT HAS BEEN APPLIED TO AN UN APPLIED FUNDS ACCOUNT THAT I DID NOT KNOW ANYTHING ABOUT UNTIL XXXX XXXX WHEN THEY TOLD ME ABOUT IT THEM SELF 'S YES I HAVE TRIED MANY TIMES TO GET THEM TO DO WHAT THEY TOLD ME THAT THEY WOULD MAKE THINGS RIGHT WHEN I HAVE ALREADY GIVEN THEM 30 PLUS DAYS TO FIX THE MATTER ; AND THEY HAVE NOT DONE ONE THING WHAT SO EVER IN FACT I WAS TOLD THAT THEY SEE MY PAYMENTS ; BUT NONE OF THE PAYMENTS WERE REALLY APPLIED TO MY MORTGAGE ACCOUNT AT ALL THERE FORE THEY ARE WAY OVER CHARGING ME ON THE PRINCIPAL BALANCE, I AM XXXX WITH XXXX XXXX AND XXXX XXXX INJURY I AND GETTING TO BE ELDERLY! THEY DO GET ALL OF MY MONEY EACH AND EVERY MONTH I HAVE NEVER BEEN LATE AT ALL ; I HAVE NEVER UNDER PAID ANY THING WITH THEM AT ALL! I HAVE ALWAYS BEEN EARLY EACH AND EVERY MONTH! I HAVE ALWAYS PAID EXTRA ON THE PRINCIPAL ONLY EVERY SIGNAL MONTH ALL THE TIME THAT I HAVE HAD THIS MORTGAGE ; AND I HAVE TO BARROW THE MONEY EACH MONTH TO PAY ON THE PRINICPAL ONLY PAYMENTS I HAVE NOT PAID ANY EXTRA PRINCIPAL FOR THE MONTH OF XX/XX/2020 BECAUSE I AM AFRAID THAT THEY WILL MISS UP MY PAYMENTS AND CHARGE ME AN NSF FEE AGAIN ; I HAVE ALSO TOLD THEM THAT I CAN PROVE THAT I DIDN'T HAVE ANY KIND OF NSF FEES OR CHARGES OR ANY RETURN CHECK FEES PERIOD MY BANK HAS WROTE A LETTER I HAVE TOLD THEM ALL ABOUT THIS LETTER AND I HAVE TRIED TO SEND IT TO THEM BY FAX BUT I HAVE NOT GOTTEN ANY REPLY FOR THAT FAXED LETTER AT ALL I NEED YOUR HELP PRETTY PLEASE THANK YOU KINDLY FOR YOUR TIME SORRY FOR THE CAPS BUT I HAVE A HARD TIME SEEING THANK YOU. P.S. YOU MAY PUBLISH THIS BUT I ONLY ASK THAT MY NAME AND EMAIL AND MAILING ADDRESS NOT TO BE USED YOURS TRULY XXXX XXXX PHONE XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was a change in Server of my mortgage from XXXX to New Rez, XXXX had transfer what they had in the Escrow Account to New Rez. XXXX XXXX was collecting per month {$420.00} up until XXXX XXXX and I was paying the same amount to New Rez for that escrow calendar year, which amount to {$5000.00} for that year. I had notice there was same type of problem that was going in the pass, where the Insurance Company was writing policy that was fraudulent, what they was doing adding their values to my dwelling, personal property to increase the values of the policy for more money for that year. I had call the for Policy Service the Producer of the policy for XX/XX/XXXX to XXXX XXXX to change those value and she refuse to do so. I told that person then I was going cancel that policy, and I call her on Friday of that week, I had to her on Monday it was XXXX XXXX, but I had call her back the next day an told her cancel that policy. But that policy was paid for before I had received and revue that declaration from XXXX XXXX. XXXX XXXX premium had cost {$4000.00} and the other insurance cost was {$2500.00} with State tax was was {$1600.00} had came to a total of {$4100.00} from {$5000.00} there was a surplus of {$850.00}. I was sent a check for only {$340.00} and {$510.00} was with held from me. I was inform the remaining sum was place in a Cushion account. Which there was never such an account in sixteen years of my loan. I feel their action was base on me telling that Escrow Department they had no rights to purchase a policy for me before I had review the declaration an cancel it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Discovered numerous instances of fraud concerning loan, appraisal, fraud involving overcharging on insurances and property maintenance services on my mortgage loan from XXXX unable to keep up payments Property value disintegrated in collapse of real estate markets- unable to sell or Bank filed foreclosure action- XXXX but Bank did not complete and fired 2 different law firms Bank would not accept many offers of short-sale in XXXX during foreclosure process Reached stimulated agreement in XXXX that Bank would take property back Bank agreed to stipulated agreement, but never returned to my lawyer and claims they lost the settlement paperwork and then changed law firms again Bank refiled foreclosure in XXXX and now wants over 1M deficiency judgment against me despite efforts to sell or legal agreements we have reached and despite all the disclosed fraud that was found regarding the actual loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have contacted Shellpoint Mortgaging several times by phone and some email to resolve this issue. I just need the lien release paperwork and title for the payoff off on this mortgage. The buyer 's paid this loan off effective XX/XX/2020. I can not find anyone to contact at this company that will get this resolved for me. I was told on one phone call that this could take 60-90 days, I was told on XX/XX/2020 that the paperwork was going in the mail on XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 577XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ATTEMPTED TO OBTAIN FORBEARANCE/DEFERRAL OF MORTGAGE PAYMENTS UNDER THE CARER ACT. COMPANY FAILED TO REPLY TO 15 EMAILS AND 4 REGISTERED LETTERS TO LOSS MITIGATION DEPARTMENT ... NO REPLY TO PHONE CALLS WITH VOICE MAIL MESSAGES IN CONNECTION WITH MY ISSUE! LETTER FROM COMPANY DATED XX/XX/2020 OFFERED FORBEARANCE FOR XXXX, XXXX AND XXXX, BUT I HAD ALREADY PAID MORTGAGE FOR 2 OF THOSE MONTHS .... CALLS TO MORTGAGE COMPANY PRODUCED OFFERS TO CANCEL FORBEARANCE, AT ONCE ... MORTGAGE SERVICE COMPANY DOES NOT REPLY TO EMAILS, LETTERS OR PHONE CALLS WITH THE PURPOSE OF TRIGGERING THE CANCELLATION OF THE OFFER OF FORBEARANCE. MORTGAGE COMPANY IS SHELLPOINT MORTGAGE SERVICING BASED AT XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX ... PLEASE INVESTIGATE THE CARES ACT OPERATIONS OF THIS COMPANY ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A