Date Received: 2020-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ( Original Complaint Sent to NewRez - Shellpoint on XX/XX/XXXX ) from : XXXX XXXX XXXX to : XXXX date : XXXX XXXX, XXXX, XXXX XXXX subject : Removal Erroneously Applied Late Fees by XXXX XXXX Which Transferred to NewRez Account XXXX XXXX mailed-by : XXXX To Whom It May Concern, I recently PAID-Off my New Rez Mortgage in XX/XX/XXXX, which feels Wonderful ... HUUURRAY! However, on my former XXXX XXXX which transferred to New Rez in XX/XX/XXXX, XXXX erroneously applied ( 2 ) Late Fees to my account. The following details are provided : 1st Late Disputed Charge : On XX/XX/XXXX, I registered a new Online XXXX XXXX Account, then made my 1st Monthly Payment in the amount of {$2500.00} using the XXXX Online Payment System. I received a letter from XXXX on XX/XX/XXXX that the payment was returned unpaid. When I checked with my XXXX XXXX XXXX XXXX, I was informed when XXXX submitted the payment the account number was missing the last ( 9 ) of my XXXX Account # Ending in XXXX. Upon learning of the error on XXXX 's part, I immediate issued a subsequent payment. My XXXX XXXX Account was charged a {$98.00} Late Fee ; in spite of my typing the correct information in the XXXX Online Payment System. Hence, I am requesting that XXXX waive this Late Fee, immediately. - I thought that XXXX had removed this Late Fee Charge. 2nd Late Disputed Charge : On XX/XX/XXXX, I made an on-line payment directly on the XXXX XXXX Website in the amount of {$2500.00}. However, XXXX did not draw the funds from my checking account until XX/XX/XXXX. I was erroneously charge me another Late Fee in the amount of {$98.00}. Refer to the following snapshot of my checking account. XX/XX/XXXX XXXX-FINANCIAL TYPE : MORTGAGE ID : XXXX CO : XXXX-FINANCIAL {$2500.00} {$0.00} {$2500.00} Hence, I am requesting that NewRez remove these Late Fees from my account immediately and release my Property Deed for XXXX XXXX XXXX, XXXX, MD XXXX, ASAP. If there are any questions, I can be reached on XXXX XXXX XXXX XXXX. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage was transferred to your company in XX/XX/XXXX. I made my payment to XXXX in XXXX and it was returned from them on XX/XX/XXXX. I then immediately made the XXXX and XXXX payment on XX/XX/XXXX after contacting your company. The customer service representative assured me that a late or late charge or negative credit would be reported. I learned in XXXX of XXXX that it a 30 day late shown on my credit report. I have contacted Shellpoint Mortgage and the agents agree that it should not have been reported as 30 day late. I have also sent the attached documents to them to support the error. I have gotten no response and this began on the XXXX of XXXX. The agents have assured me it would be removed and it is still showing on my report. I have no response from Shellpoint even after making multiple calls. The phone number I was given for a supervisor ( XXXX ) is XXXX the mortgage number is XXXX in the name of XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint/NewRez is engaging in deceptive practices around forbearance. Shellpoint/NewRez is my mortgage servicer. I inquired about a forbearance program on XX/XX/XXXX however I did not sign up for it, e-sign anything, or send in any paperwork or fill out forms. I read the paperwork and decided it was not for me. Shellpoint/NewRez called XX/XX/XXXX, noting that I didn't complete my application and asked if I was still interested in forbearance. I answered " no '' in clear and uncertain terms. The representative thanked me and hung up. They signed me up for forbearance anyway. I found out because I checked my payment on XX/XX/XXXX and my account had been flagged and my ( pending ) automatic payment canceled. I was unable to contact them until the XXXX after waiting hours on the phone, and multiple hang ups on their part. The customer service rep ( XXXX XXXX XXXX ) said that he removed the forbearance ( he apologized for the mistake ) and my automatic payment would be reinstated. When I checked on XXXX ( the date my payment was due ) the automatic payment was not reinstated. I was unable to contact NewRez ( phones busy ) on XXXX and most of XXXX. I finally got ahold of a rep ( XXXX XXXX XXXX ) who claimed the forbearance was removed but would not help with the automatic payment. I made the payment through ACH and was not late. I am still receiving correspondence from Shellpoint/NewRez saying that I am in their forbearance program. The latest notice arrived today, XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48067
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To my dismay I noticed an erroneous reportings on my XXXX credit bureau for myself, my Dad and my Mom for a fictitious .I called a representative at Shellpoint Mortgage Servicing customer service number, she indeed confirmed this was an error and confirmed the following details : The loan was originally with XXXX XXXX , it was scheduled to transfer to Shellpoint but never transferred because the truth of the matter is my Dad refinanced from XXXX in XXXX of 2019 with no delinquencies prior and neither me or my Mom were even on the loan when XXXX was the mortgagee. I dont know how my mom and I were even on XXXX record. The loan NEVER hit your portfolio yet has been reported 120 days delinquent on all three of our credit bureaus!!! Which caused our credit rating to decline between 25-50 points each. I myself noticed this because I was in the process of applying for a loan and was denied! I have spent several hours calling and holding to speak with your company and representatives at the credit bureau to dispute this item on all of our credit bureaus. Such negligence should not have take place and it has cost us as consumers. The other thing that concerns me greatly is that, neither my Mom, Dad or I never received any correspondence from Shellpoint, or XXXX about any mortgage transfer to our residence. Please remove this erroneous reporting from all credit bureaus for all parties involved immediately. I also confirmed on a secondary phone call to Shellpoint, they has now transferred said mortgage to another lender, they couldnt tell me who, that now has our personal information and shouldnt. Shellpoint is hindering our ability to get other lending transactions approved. I would like a letter mailed to each of us with resolution.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Had a mortgage with XXXX/XXXX since XXXX. Sold home in late XX/XX/XXXX. XXXX is now Shellpoint Servicing. Shellpoint is reporting on my husband 's and my credit reports that we are 120 late and transferred to another lender. After the sale of the house! We were under contract purchasing a property when this showed up on our reports in early XXXX. We have lost our lender and our opportunity to purchase the property. Our credit is ruined until this is resolved. I have called and e-mailed Shellpoint daily. E-mails include all documentation of sale of house. I can not reach a person with any authority to rectify this. There is only one number to call XXXX. I will be reaching out to the Attorney General and a lawyer on Monday. I appreciate any help with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The first and second monthly mortgage payment were received, one was posted the same day, the other was recorded about 14 days late. The following 2 month mortgage statements had about 48 erroneous credits and debits on the mortgage statement, none of the ACH monthly payments sent were credited to my account, thus, the principal and interest amortization schedule did not match my accounting. I have since then sent a letter from my bank, signed by the XXXX XXXX Branch Manager that 4 monthly payments have been sent ACH between the XXXX - XXXX day of the month, I was concerned that a foreclosure could be started soon, should this not be resolved in time ( 90 days plus ). Sending numerous emails asking if the misapplied credit and debits are from other borrowers. The answer I received was shocking, the person mentioned in the email " that the account number is associated to 3 different loans so that's where the mixed up happened ''. This person also claimed that a refund of {$460.00} was sent to my bank. ( I thought ; how did this person have my bank account number and routing number? ) In her email she stated " the refund was sent, that this amount currently left to cover XXXX 's payment. '' She requested my bank statement, etc. it was then that I asked who authorized this refund, what was the reference number to this alleged refund and so on. She finally admitted that this so called refund was sent to someone else. The account number to my XXXX has now been changed due to this person mentioning that 3 other loans are using this number, ( in an accounting software? ). The fron of the monthly statement does not have a mailing/ payment address. My concern is also with the credit reporting agencies, I have not had a chance to request a report, since I never received an answer as to who this company NewRez reports to.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90732
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, My loan was tansferred to Shellpoint Mortage in XXXX of XXXX from XXXX XXXX. The mortage company did not pay my property taxes until XXXX of XXXX and the additional escrow funds in the amount of {$3800.00} seem to have disappeareed between the two lenders. Spellpoint Mortgage sent my home owners insurance payment to XXXX for the entire year. The policy premium was {$4800.00} The payment caused my morgage to inctease by {$300.00} dollars because of the negative escrow balance. In XXXX of XXXX, I called Shellpoint Mortgage to ask what needed to be done to pay my insurance directly to XXXX independently. I was told to write a letter requesting my changes. I wrote the letter and started the direct drafts for my checking account to XXXX. However, when the policy renewed, Shellpoint Mortgage ontined to send payments to XXXX in XXXX of XXXX they sent a check for {$4800.00} which exceeded the amount if my premium. XXXX returned the check and they stated they did not receive the entire amount. On XXXX XXXX, my attorney send a letter to Shellpoint reitterating the things spoken by me. However, Shellpoint sent another check to XXXX on XX/XX/XXXX in the amount of {$3500.00}. Thi casue XXXX to refund payments that we individually dfated from my account to be refunded to me. I had to go through the same procedure of calling both Shellpoint and XXXX to request XXXX refund the check to Shellpoint and reverse the personal paymentsmadae to my premium. I am truly frustrated with Shellpoint Mortgage and would hope that something could be done to force them to treat me as a valued customer, omplete and escrow analysis, and remove my homeowners insurance premium and PMI off the escrow account as soon as possible. Your attention and promptness to this matter would be grately appreciated. In a time of COVID-19, I am definiitely ocusing on maintaining without additional stress added to inpact me and my family. Best regards
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30297
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is an excessive amount of money in my escrow account. I currently have a supplemental property tax bill due. One installment was due XX/XX/2020 and the next one is due XX/XX/2020. In XX/XX/2020 I called NewRez and asked if some of the excess escrow funds could be used to pay the supplemental bill. I was instructed to send an email with my request and the tax department would review my request and reply to my email. After one month, they had not replied. I contacted NewRez again and was informed that my email had been received and a reply should arrive shortly. No reply came so I paid the first installment. In XXXX I sent another email asking that New Rez terminate my escrow account. When I purchased the loan the escrow account was optional since my down payment was over 20 % loan to value. I received no reply to that request either. I called New Rez again in XXXX and they decided to escalate my case. I was told I would receive a reply within 2 weeks. Today is XX/XX/2020 and have yet to receive a reply to the XXXX or XXXX emails I sent as well as the phone calls. I hope you can help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91761
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We originally received a statement from Shellpoint Mortgage Servicing stating we owed over {$6000.00} after taking over our mortgage from XXXX. After filing a complaint, we are in receipt of a new letter stating we now " only '' owe {$2600.00} for " Bankruptcy Legal Fees ''. We have not filed for bankruptcy. We believe something is amiss here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45133
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: i had a mortgage with XXXX.i got a letter from them in XXXX, saying they were gon na sell my loan to Shellpoint mortgage.i did online reviews of there company, and decided i don't want any part of them.so i paid the mortage off on XXXX.i sent a cashiers check, i got the letter from XXXX saying paid in full i got an alert from XXXX credit bureau on XXXX saying my credit score went from the 800 '' s to the six hundreds.so after investigating, Shellpoint Mortgage said they hadn't received a payment in 120 days.the credit bureau report said , amount owed XXXX, amount paid XXXX, after all of this Shellpoint admited that it was a mistake.but they want me to send them a letter asking for them to remove it from the credit bureau.i said '' u just told me it was a mistake '' and now u want me to ask u to please remove it!!!, after the hard ship i have been through!! but i did send them the paid in full letter from XXXX, a copy of the cashiers check last week.i called them today XXXX, they said they had received my documents, and do u believe they still want me to send them a letter requesting them to remove it from my credit report!! i said, wait a minute, i'm the victim here, shouldn't you be sending me and apology letter!! i have allready the attorney general.they suggested i also contact u.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A